Had their commercial service until Switched to the residential after thatLeft the city and them in They have a collections contact me in saying I owe them for an amount from the prior commercial contactThey still had my phone number on file, never calledWe paid to have all mail forwarded to new address at end of No mail from themDealt with multiple reps that didn't care or seem to see how it made little senseOne even just kept repeating himself that as the contract holder I'm required to pay, he kept going on about that like some child refusing to listenIn the end pay the $because how can I afford the services or time to go after a pathetic giant like Cogeco
I recently closed my Cogeco account
I returned all equipment which I have confirmation from Canada post that it was received
For the past months I have been doing follow ups and was told that the delay was part of their new system upgrade and changes
I spoke to then on October 1, and nobody seems to know why there's an outstanding balanceMy concern is that my name may go to the credit bureau because of their improper account process
I have all bills paid in full regarding user fees and the only issue is the return of the equipment which they have received but yet to be credited to my account as it still shows outstanding
Regards,
*** (***) ***
*** *** Avenue,
Cornwall, ON
*** ***
On July 6, there was a storm that continuously had power going on and offBecause of this my main TiVo unit burned out I called Cogeco to have this replacedThe customer service person said he would mail me oneApparently this is not allowed and the order has been stuck in limbo
On July a service tech came to my home with a unit and tried to hook it up, but because of the mail out it was not able to be hooked upAgain on July 19, another service person was out to bring a unit He tried to activate it, but the "mail out" issue wouldn't allow activation to occur Since that day I have called Cogeco customer service times a week trying to get this resolved While they have given me credit to my account for services not being delivered I am still without TV services They have told me several times it is because of the original service call that was to mail out a unitthe unit was never mailed out an they can't seem to clear it out of their system They keep using
15/6/- 5:pm
Made a call to Cogeco (X-XXX-XXX-XXXX)Waited minutes to get on the phone with someone to be put in queue to wait for the loyalty department another minutes = minutes total
When I finally reached someone in the loyalty department I asked to cancel my package with CogecoThe Customer Service Representative said they would like to make me an offer, and I had said I would listen to their offer at which point they said they could not do anything - not even cancel my servicesI asked to speak to a manager and they said the manager is not allowed to speak on the phoneI asked to speak to a director at this point which they said is also not allowed to speak on the phoneI told them to have their manager call me and they said they would "try to have their manager call me either tomorrow or Monday"I asked them if they would "try to, or would have their manager call" and they said they would only try
*** I have been a loyal customer for decades, and their "CUSTOMER SERVICE" disappeared in January of I finally quit their service entirely in May They apparently have no interesting in knowing why I sought services through one of their competitors ***
Their customer service is absolutely unbelievableI was on hold for an hour and the call was droppedCalled back to wait another minutes, spoke to someone that said she had to transfer me to someone better able to assist me - I told her please make sure the call doesn't drop again and BOOM dropped the call after being told there would be no more waiting timeI've had no internet for weeks now and all I need is a service call to fix out problemWe pay $a month right now for no internetTotally unacceptable
On June I called and cancelled my services with Cogeco The same day I returned my equipment to a physical store I was told I would receive my refund of $by cheque in 3-weeks On August 7, I called Cogeco again because I had not received my cheque I was told that the cheque has not been sent to cash management for issuance yet I was told I would receive the cheque in three weeks I called again on August as I had stil not received the cheque I was told the cheque had still morning been issued but the service rep could not help me to call back the next day On August I called again to be told that the cheque has still not been issued as it has not yet been approved for payment It will be approved shortly and I will see the cheque "in a few weeks" I requested to speak with a supervisor or manager separate times and was told that I would not be able to
It has been days since I cancelled my services and my refund has still not been issued I belie
Problem date: 11/07/and others that I cant remember
Door sale person offered us a promo and we signed a contract for internet and phoneThe phone portion of the contract took over months to be honouredIn the meantime I ended up having to pay for two phone services so that I do not lose my phone number
Finally after calling over times to resolve the issue, and waiting over approx hr per time to speak to a rep the phone portion was finally activated (my number was ported and I had service thru cogeco)Now they made new independent contracts that have seperate ending dates and they are not honouring the original contractI called and brought it to their attentionI was met with disrespectI was put on hold multiple time, transfered to other departements which transfered me back to the previous department I just spoke to before hanging up on meNo one seems to have the ability to respect the contract I signed
This is our 5th service call attempt to get someone in here to hook up one of our TV's and upgrade our boxes So much time and energy wasted to get these guys to come and it really doesn't matter because they just don't show up! When we called they had an excuse that they were coming but it was not for the time or even the dates we had scheduled or agreed upon on a couple of ocassions Also they claim to have gone to our house and we were not thereSeriously? We have dogs that bark if they hear someone across the streetSo we know, there was clearly no one showing up at our doorApparently, with some investigations, we found out that they went to our old address and connected those services back up from the outside, even though it was made clear to them that we had moved and they needed to update our file and go to the new address Apparently our account was frozen due to their error and so we can not connect our new TV or upgrade our boxes We are so frustrated as we cut our vacation short twice to be home for these cable guys and they have the nerve to not even show up!! When we called to complain, we were given no explanation as to why they keep booking appointments for us when apparently we come to find out no one can do anything until they fix the tech problem of our account being frozen on their end It's been months! I***We will be lodging our complaint to the office of the president
This is no way to run a company or to treat their customers! ***
My husband and I moved into our newly built house in a newly developed neighborhood on March 17th, Our neighbors on each side of us are siblings and moved in mid April Since they've gotten their cable hooked up, it's been running through a "temporary" line that's been running across our front and back yard to each other's homeBecause we were told it was temporary, we didn't make too big of a deal of it because we thought it wouldn't be there for longWe've tried getting Cogeco out here multiple times to resolve this, and now it's almost two years later and this cable is still running through our yardThis is unacceptableThe only reason we haven't cut the cable yet is because we don't want to inconvenience our neighborsI want this cable that's not even ours out of our yardIt's an eye soreIt runs through the side of my front yard, under my back fence, across my back deck and sidewalk, and back under our fence to the neighbor's houseWe just want this resolvedIt
In July I moved to a small town, and was advised by a cousin to choose Cogeco because of their stellar customer serviceAll went well with the installation of WiFi and a landline, and the set up of my account XXXXXXXXXXX
On June 8, I moved to a new address a few blocks awayAs prearranged, a Cogeco technician, *** ***, arrived that afternoon to install my landline (my new address included free WiFi in the rent, and I was very clear about that with Cogeco; Customer Service had also indicated that I was up-to-date with my payments, and would likely be due a small credit for services to my old address)
***'s job-sheet instructed him to install both the Internet AND the landline, and he indicated that he had to follow his instructions and then I could sort it out with Cogeco afterwardsBut once installed, the new modem did not work for either serviceSince I had the old modem from my previous address all boxed and labelled and ready to be mailed, as I had been in
Service cancelled in Apr and due to apparent system issues on their end they continue to bill and have refused to refund overpayment on final bil
I had called in April to downgrade my plan due to lack of useI am rarely at this residenceThey incorrectly cancelled both internet and home phone but left TV activeThey were unable to fix so I decided to simply cancel all togetherCancellation date in their system April 19th They confirmed both the DVR and modem/gateway returned on May 4th I have called multiple times as I keep getting billed despite having no service and this is apparently caused by a system upgrade issueThey have created a case #XXXXXXXXXX which has been in place for several weeksI called again on the 24th of JulyOver days since original cancellation date and they can provide no info aside from processing and no estimated time of resolutionDue to their error not only am I still receiving system generated past due bills but due to overpaym
I have been with Cogeco for over years and every time to renew my contract I have to jump through hoops and get SO Angry at the end of the conversation after listening to their *** apparently "loyalty" departmentEach time the contract is up they say they can't give me the last negotiated price because I'm "Grandfathered" meaning because I have been a loyal paying on time all the time customer for years I don't get special dealsTheir website says the Ultrafibre is $with or without bundle, yet they charged me on my bill $then took $off for "loyalty" when it should be $as quoted on their website with $off per month for loyalty planWhen I asked why I'm $when their website says $90, she said it's because I've been with them for a long time so I don't get the better price!!! This is how they treat their Loyal customers There are better services then Cogeco, stay away from themSince my contract is up I'm cancelling and going with another company
Cogeco makes it impossible to end your serviceI am moving out of their service area temporarily and I needed to cancel however you cannot easily do this online and you cannot get through to someone on their phone lines unless you are willing to wait an hour! When I called and finally got a live voice I told the person that I simply want to cancel my servicesWhen cancelling service, it is very clear that employees at Cogeco are trained to redirect the call to another department to put you on hold for 30min time after timeAfter being on-hold another person picks up and says that they are not the right person and redirects you again only to wait another minutesThey obviously employ these tactics and coach their people to do this knowing that most customers simply hang upTheir tactic is neglect to make you hang up so that they can keep on charging you monthly The decision by management is to make it a painful process to cancel your services demonstrating a clear lack of management valuesNo other services (gas, water, electricity) gave us this kind of hardshipTermination was quick, pleasant and seamless with no cancellation fees Only when I became more authoritative with the third representative, asking this person not to continue deflecting the call to another person, was I finally able to cancel services but even that process was a lengthy oneOn top of this aggravating long and grueling experience they penalized me $for cancellation fees despite I was going to move back into their service area again in a years time with the potential of becoming a customer againThis is a complete lack of business ethics on how they handle exiting customers as well as the poorest of customer service aimed at penalizing those that have to leave their service areas due to movingIts hard to believe that this is a company operating within Canada*** *** ***
On August 15, I canceled my internet and tv with cogeco and returned the equipment on August 15, confirming received by Canada piston August 17, I received a bill on August 17, invoice Number XXXXXXXXXXX for the full period for $asking for full payment
Payment in full was done on September 8, by online bills banking
On September 17, I received the invoice NoXXXXXXXXXXXX showing the payment and indicate a balance in my favor of $
After a couple of attempts to get our refund (cheque) delivered to our home address, the first attempt was on September 25, 2018, we were informed that the cheque will takes to weeksToday November 6, I was informed that the refund was not issue for unknown reasons and that I have to call billing department after am
I believe that they are playing with my money and delaying to issue my refund
I'm active duty military, I deployed and put my account on seasonal hold because I'm not going to use the internet service while awayBy either employee mistake or computer error it was taken off seasonal hold and I was charged for services I did not use, approximately 250CADI called Cogeco customer service, the first employee I spoke to informed me they rectified the issue and they were going to speak with their cash management team to get my refundEither this employee neglected to do so or forgot because nothing came of thisI called the second time, they informed me cash management was not notified of this and they were going to send a cheque of the amount to my addressI call two weeks later and the customer service rep informs me that they are not able to send a cheque because my new address is out of their service area, they neglected to inform me when I gave them the mailing address, as well as when they came to the conclusion they were not able to mail itI was never in
Cogeco has owed me $since the end of April
Every time I call, they say I will have this amount credited to my MasterCard in to weeks It is now over months and I still keep getting the same answer I want my money! *** I have called so many times that I have lost count
This is regarding a dispute with Cogeco over my internet data usage on July 8th, I check my data usage on MY Account Online regularlyI have a router with data usage monitor which shows total bandwidth data useI compare my number against that of Cogeco to ensure accuracyOn July 9th, Cogeco My Account indicated an internet data usage of GB while my router showed a usage of GBI had not done anything that could justify a usage of that magnitudeI called Cogeco to discuss and resolve the issueI also filled out a complaint form onlineBoth actions took place on July 9thThe first representative with employee # ***, accused me of performing high data usage activities which I had not doneThen she proceeded to suggest somebody else had used the dataI informed her that none of her suggestions were true and their metering was erroneousShe retorted authoritatively that their number was correct and that was finalWhen I asked to escalate the problem, she to
need to speak with someone about cancelling or renewing my old rate as I cannot afford what I am payingHave been trying to reach them month
I have been placed on hold up to several hours daily for approximately one monthThe only way I can cancel or negotiate my services is to speak with a representativeI can not reach a person to assist me
Had their commercial service until Switched to the residential after thatLeft the city and them in They have a collections contact me in saying I owe them for an amount from the prior commercial contactThey still had my phone number on file, never calledWe paid to have all mail forwarded to new address at end of No mail from themDealt with multiple reps that didn't care or seem to see how it made little senseOne even just kept repeating himself that as the contract holder I'm required to pay, he kept going on about that like some child refusing to listenIn the end pay the $because how can I afford the services or time to go after a pathetic giant like Cogeco
I recently closed my Cogeco account
I returned all equipment which I have confirmation from Canada post that it was received
For the past months I have been doing follow ups and was told that the delay was part of their new system upgrade and changes
I spoke to then on October 1, and nobody seems to know why there's an outstanding balanceMy concern is that my name may go to the credit bureau because of their improper account process
I have all bills paid in full regarding user fees and the only issue is the return of the equipment which they have received but yet to be credited to my account as it still shows outstanding
Regards,
*** (***) ***
*** *** Avenue,
Cornwall, ON
*** ***
On July 6, there was a storm that continuously had power going on and offBecause of this my main TiVo unit burned out I called Cogeco to have this replacedThe customer service person said he would mail me oneApparently this is not allowed and the order has been stuck in limbo
On July a service tech came to my home with a unit and tried to hook it up, but because of the mail out it was not able to be hooked upAgain on July 19, another service person was out to bring a unit He tried to activate it, but the "mail out" issue wouldn't allow activation to occur Since that day I have called Cogeco customer service times a week trying to get this resolved While they have given me credit to my account for services not being delivered I am still without TV services They have told me several times it is because of the original service call that was to mail out a unitthe unit was never mailed out an they can't seem to clear it out of their system They keep using
15/6/- 5:pm
Made a call to Cogeco (X-XXX-XXX-XXXX)Waited minutes to get on the phone with someone to be put in queue to wait for the loyalty department another minutes = minutes total
When I finally reached someone in the loyalty department I asked to cancel my package with CogecoThe Customer Service Representative said they would like to make me an offer, and I had said I would listen to their offer at which point they said they could not do anything - not even cancel my servicesI asked to speak to a manager and they said the manager is not allowed to speak on the phoneI asked to speak to a director at this point which they said is also not allowed to speak on the phoneI told them to have their manager call me and they said they would "try to have their manager call me either tomorrow or Monday"I asked them if they would "try to, or would have their manager call" and they said they would only try
*** I have been a loyal customer for decades, and their "CUSTOMER SERVICE" disappeared in January of I finally quit their service entirely in May They apparently have no interesting in knowing why I sought services through one of their competitors ***
Their customer service is absolutely unbelievableI was on hold for an hour and the call was droppedCalled back to wait another minutes, spoke to someone that said she had to transfer me to someone better able to assist me - I told her please make sure the call doesn't drop again and BOOM dropped the call after being told there would be no more waiting timeI've had no internet for weeks now and all I need is a service call to fix out problemWe pay $a month right now for no internetTotally unacceptable
On June I called and cancelled my services with Cogeco The same day I returned my equipment to a physical store I was told I would receive my refund of $by cheque in 3-weeks On August 7, I called Cogeco again because I had not received my cheque I was told that the cheque has not been sent to cash management for issuance yet I was told I would receive the cheque in three weeks I called again on August as I had stil not received the cheque I was told the cheque had still morning been issued but the service rep could not help me to call back the next day On August I called again to be told that the cheque has still not been issued as it has not yet been approved for payment It will be approved shortly and I will see the cheque "in a few weeks" I requested to speak with a supervisor or manager separate times and was told that I would not be able to
It has been days since I cancelled my services and my refund has still not been issued I belie
Problem date: 11/07/and others that I cant remember
Door sale person offered us a promo and we signed a contract for internet and phoneThe phone portion of the contract took over months to be honouredIn the meantime I ended up having to pay for two phone services so that I do not lose my phone number
Finally after calling over times to resolve the issue, and waiting over approx hr per time to speak to a rep the phone portion was finally activated (my number was ported and I had service thru cogeco)Now they made new independent contracts that have seperate ending dates and they are not honouring the original contractI called and brought it to their attentionI was met with disrespectI was put on hold multiple time, transfered to other departements which transfered me back to the previous department I just spoke to before hanging up on meNo one seems to have the ability to respect the contract I signed
Tried times to contact an account representativeFirst time 1/hourhung up 2nd time hour, hung up, 3rd and final time over an hour and a halfGave up***
This is our 5th service call attempt to get someone in here to hook up one of our TV's and upgrade our boxes So much time and energy wasted to get these guys to come and it really doesn't matter because they just don't show up! When we called they had an excuse that they were coming but it was not for the time or even the dates we had scheduled or agreed upon on a couple of ocassions Also they claim to have gone to our house and we were not thereSeriously? We have dogs that bark if they hear someone across the streetSo we know, there was clearly no one showing up at our doorApparently, with some investigations, we found out that they went to our old address and connected those services back up from the outside, even though it was made clear to them that we had moved and they needed to update our file and go to the new address Apparently our account was frozen due to their error and so we can not connect our new TV or upgrade our boxes We are so frustrated as we cut our vacation short twice to be home for these cable guys and they have the nerve to not even show up!! When we called to complain, we were given no explanation as to why they keep booking appointments for us when apparently we come to find out no one can do anything until they fix the tech problem of our account being frozen on their end It's been months! I***We will be lodging our complaint to the office of the president
This is no way to run a company or to treat their customers! ***
My husband and I moved into our newly built house in a newly developed neighborhood on March 17th, Our neighbors on each side of us are siblings and moved in mid April Since they've gotten their cable hooked up, it's been running through a "temporary" line that's been running across our front and back yard to each other's homeBecause we were told it was temporary, we didn't make too big of a deal of it because we thought it wouldn't be there for longWe've tried getting Cogeco out here multiple times to resolve this, and now it's almost two years later and this cable is still running through our yardThis is unacceptableThe only reason we haven't cut the cable yet is because we don't want to inconvenience our neighborsI want this cable that's not even ours out of our yardIt's an eye soreIt runs through the side of my front yard, under my back fence, across my back deck and sidewalk, and back under our fence to the neighbor's houseWe just want this resolvedIt
In July I moved to a small town, and was advised by a cousin to choose Cogeco because of their stellar customer serviceAll went well with the installation of WiFi and a landline, and the set up of my account XXXXXXXXXXX
On June 8, I moved to a new address a few blocks awayAs prearranged, a Cogeco technician, *** ***, arrived that afternoon to install my landline (my new address included free WiFi in the rent, and I was very clear about that with Cogeco; Customer Service had also indicated that I was up-to-date with my payments, and would likely be due a small credit for services to my old address)
***'s job-sheet instructed him to install both the Internet AND the landline, and he indicated that he had to follow his instructions and then I could sort it out with Cogeco afterwardsBut once installed, the new modem did not work for either serviceSince I had the old modem from my previous address all boxed and labelled and ready to be mailed, as I had been in
Service cancelled in Apr and due to apparent system issues on their end they continue to bill and have refused to refund overpayment on final bil
I had called in April to downgrade my plan due to lack of useI am rarely at this residenceThey incorrectly cancelled both internet and home phone but left TV activeThey were unable to fix so I decided to simply cancel all togetherCancellation date in their system April 19th They confirmed both the DVR and modem/gateway returned on May 4th I have called multiple times as I keep getting billed despite having no service and this is apparently caused by a system upgrade issueThey have created a case #XXXXXXXXXX which has been in place for several weeksI called again on the 24th of JulyOver days since original cancellation date and they can provide no info aside from processing and no estimated time of resolutionDue to their error not only am I still receiving system generated past due bills but due to overpaym
I have been with Cogeco for over years and every time to renew my contract I have to jump through hoops and get SO Angry at the end of the conversation after listening to their *** apparently "loyalty" departmentEach time the contract is up they say they can't give me the last negotiated price because I'm "Grandfathered" meaning because I have been a loyal paying on time all the time customer for years I don't get special dealsTheir website says the Ultrafibre is $with or without bundle, yet they charged me on my bill $then took $off for "loyalty" when it should be $as quoted on their website with $off per month for loyalty planWhen I asked why I'm $when their website says $90, she said it's because I've been with them for a long time so I don't get the better price!!! This is how they treat their Loyal customers There are better services then Cogeco, stay away from themSince my contract is up I'm cancelling and going with another company
Cogeco makes it impossible to end your serviceI am moving out of their service area temporarily and I needed to cancel however you cannot easily do this online and you cannot get through to someone on their phone lines unless you are willing to wait an hour! When I called and finally got a live voice I told the person that I simply want to cancel my servicesWhen cancelling service, it is very clear that employees at Cogeco are trained to redirect the call to another department to put you on hold for 30min time after timeAfter being on-hold another person picks up and says that they are not the right person and redirects you again only to wait another minutesThey obviously employ these tactics and coach their people to do this knowing that most customers simply hang upTheir tactic is neglect to make you hang up so that they can keep on charging you monthly The decision by management is to make it a painful process to cancel your services demonstrating a clear lack of management valuesNo other services (gas, water, electricity) gave us this kind of hardshipTermination was quick, pleasant and seamless with no cancellation fees Only when I became more authoritative with the third representative, asking this person not to continue deflecting the call to another person, was I finally able to cancel services but even that process was a lengthy oneOn top of this aggravating long and grueling experience they penalized me $for cancellation fees despite I was going to move back into their service area again in a years time with the potential of becoming a customer againThis is a complete lack of business ethics on how they handle exiting customers as well as the poorest of customer service aimed at penalizing those that have to leave their service areas due to movingIts hard to believe that this is a company operating within Canada*** *** ***
On August 15, I canceled my internet and tv with cogeco and returned the equipment on August 15, confirming received by Canada piston August 17, I received a bill on August 17, invoice Number XXXXXXXXXXX for the full period for $asking for full payment
Payment in full was done on September 8, by online bills banking
On September 17, I received the invoice NoXXXXXXXXXXXX showing the payment and indicate a balance in my favor of $
After a couple of attempts to get our refund (cheque) delivered to our home address, the first attempt was on September 25, 2018, we were informed that the cheque will takes to weeksToday November 6, I was informed that the refund was not issue for unknown reasons and that I have to call billing department after am
I believe that they are playing with my money and delaying to issue my refund
I'm active duty military, I deployed and put my account on seasonal hold because I'm not going to use the internet service while awayBy either employee mistake or computer error it was taken off seasonal hold and I was charged for services I did not use, approximately 250CADI called Cogeco customer service, the first employee I spoke to informed me they rectified the issue and they were going to speak with their cash management team to get my refundEither this employee neglected to do so or forgot because nothing came of thisI called the second time, they informed me cash management was not notified of this and they were going to send a cheque of the amount to my addressI call two weeks later and the customer service rep informs me that they are not able to send a cheque because my new address is out of their service area, they neglected to inform me when I gave them the mailing address, as well as when they came to the conclusion they were not able to mail itI was never in
Cogeco has owed me $since the end of April
Every time I call, they say I will have this amount credited to my MasterCard in to weeks It is now over months and I still keep getting the same answer I want my money! *** I have called so many times that I have lost count
This is regarding a dispute with Cogeco over my internet data usage on July 8th, I check my data usage on MY Account Online regularlyI have a router with data usage monitor which shows total bandwidth data useI compare my number against that of Cogeco to ensure accuracyOn July 9th, Cogeco My Account indicated an internet data usage of GB while my router showed a usage of GBI had not done anything that could justify a usage of that magnitudeI called Cogeco to discuss and resolve the issueI also filled out a complaint form onlineBoth actions took place on July 9thThe first representative with employee # ***, accused me of performing high data usage activities which I had not doneThen she proceeded to suggest somebody else had used the dataI informed her that none of her suggestions were true and their metering was erroneousShe retorted authoritatively that their number was correct and that was finalWhen I asked to escalate the problem, she to
need to speak with someone about cancelling or renewing my old rate as I cannot afford what I am payingHave been trying to reach them month
I have been placed on hold up to several hours daily for approximately one monthThe only way I can cancel or negotiate my services is to speak with a representativeI can not reach a person to assist me