Cogeco Class Action Settlement Reached

Cogeco Connexion Inc. has agreed to settle a class action lawsuit over an allegedly botched transition to a new customer management system in 2018 which reportedly led to billing errors and service problems to tens of thousands of people in Ontario and Quebec.

If you were a Cogeco customer who experienced billing issues and/or service disruptions between April 1, 2018 and Oct. 22, 2019, you may be entitled to compensation from the Cogeco class action settlement.

Cogeco’s new customer management system was meant to consolidate several IT systems, but during the transition, the company’s customer service department became completely overwhelmed for several months due to a significant increase in the number of calls from frustrated customers.

A Cogeco class action lawsuit was filed in January 2019 seeking compensation for anyone who had billing problems or other service problems related to Cogeco’s internet, television and/or residential phone services since April 1, 2018.

Cogeco denies the allegations but agreed to settle the service disruption class action lawsuit to avoid the burden and expense of ongoing litigation. The parties reached an agreement in principle on Oct. 22, 2019 after undergoing lengthy discussions and negotiations with the assistance of an experienced mediator.

“The Parties agree that the consideration provided to Members of the Settlement and the other provisions of the Agreement were negotiated in good faith and in an independent manner, and reflect a settlement which was entered into voluntarily after consulting with appropriate legal counsel,” the Cogeco class action settlement documents state.

Under the terms of the Cogeco class action settlement, Cogeco will pay more than $2.35 million to resolve the case and reimburse every customer who had billing errors or were deprived of internet, television and/or residential telephone services from April 1, 2018 through Oct. 22, 2019.

Approximately 40,520 individuals in Ontario and Quebec may be entitled to compensation from the Cogeco class action settlement.

A report from The Star on June 4, 2018 documented the frustration of many Cogeco customers who experienced billing issues and/or service disruptions after Cogeco’s transition to a new customer management system.

Customers reported that they lost their internet, television and/or residential telephone services and were unable to get those services reconnected for several days. Some customers say that they ended up having to change their telephone numbers due to the disruption. Others say their accounts were sent to collections due to a Cogeco billing error.

“My daughter and others who check on me daily were frantic after finding the line suddenly disconnected,” one woman said after she found her home phone was cut off without notice by Cogeco Communications.

Cogeco complaints were reportedly up about 359% during this time.

Class Members of the Cogeco class action settlement may be eligible for payments ranging from $10 to $30, based on the extent of any service interruptions they experienced. Class Members who experienced billing errors may be entitled to an additional $5 on top of the reimbursement for the amount of financial damage they experienced. This additional payment will be provided to customers who experienced financial loss of at least $100 due to the Cogeco billing errors.

If you are currently a Cogeco client, payment will automatically be credited to your Cogeco account. If you are no longer a client of Cogeco, a claim handling process will reportedly be implemented.

The deadline to opt out of the Cogeco class action settlement passed on April 30, 2020.

The Cogeco class action settlement was approved on June 2, 2020.

Who’s Eligible

You are a Class Member of the Cogeco settlement if:

• You are an individual and you receive a residential service from Cogeco;
• You experienced billing errors between April 1, 2018 and Oct. 22, 2019; and/or
• You were deprived of Cogeco’s internet, television and/or residential phone services between April 1, 2018 and Oct. 22, 2019.

Potential Award

$10-$30 for service disruptions, plus the amount of financial damage for any billing errors.

Class Members who experienced service disruptions are entitled to payments ranging from $10 to $30, based on the amount of financial damage they experienced and whether they live in Ontario or Québec.

Class Members who experienced billing errors will be reimbursed for the financial damages they experienced, plus an additional $5 per person if they experienced $100 or more in financial losses due to Cogeco’s billing errors.

Proof of Purchase

N/A. Class Members will automatically receive a credit to their account if they are active Cogeco customers. For Class Members who are no longer active Cogeco customers, a claim handling process will be established.

Claim Form

CLICK HERE TO VIEW THE SETTLEMENT NOTICE »

NOTE: If you do not qualify for this settlement do NOT file a claim.

Remember: you are submitting your claim under penalty of perjury. You are also harming other eligible Class Members by submitting a fraudulent claim. If you’re unsure if you qualify, please read the FAQ section of the Settlement Administrator’s website to ensure you meet all standards (Top Class Actions is not a Settlement Administrator). If you don’t qualify for this settlement, check out our database of other open class action settlements you may be eligible for.

Claim Form Deadline

N/A. There is no Claim Form required. If you meet the definition of a Class Member, you are automatically included in this settlement.

Case Name

Christian Barbeau, et al. v. Cogeco Connexion Inc., Case No. 500-06-000969-192, in Québec Superior Court, Canada.

Final Hearing

6/2/2020

Settlement Website

LambertAvocatInc.com/class-action-cogeco/

Claims Administrator

KPMG

Class Counsel

LAMBERT AVOCAT INC.

Defense Counsel

WOODS S.E.N.C.R.L.

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