Customers complain about long wait times, multiple calls to resolve issues with Rogers, Telus and Bell

More than a dozen customers told Marketplace they are frustrated with poor customer service they received from Canada’s big three telecoms. Employees at Rogers and Telus said frontline customer service representatives have less incentive to help customers issue credits or lower bills, and said they’re measured on their abilities to increase customers’ bills. Have tips for navigating telecom customer service? We want to hear from you. Click the “Join the Conversation” button above. On the app? Joinhere. The offer seemed straightforward. In early January 2026, a Bell chat agent promised Vicki Sloot that if... [8891 chars]