The most Effective Way to Resolve Issues/Complaints with Bell Canada

It is Bell Online Chat! Describe you complaint or issue in the chat and try to get answer or get your problem resolved until it is done. Do not let the customer service representative go, do not release him or her until your problem resolved! This is their job: make problems, then resolve problems. It is Bell’s choice! Customers can not help with this…

This is conversation with Bell customer service representative about the issue described in earlier posts. The customer spent several hours on the phone trying to escalate complaint to Bell, more than one week on e-mail conversation (both methods no luck). And about half an hour in Bell online chat with successful resolution of complaint at the end!

Here is online chat (looks funny sometimes, but it gave real results):


A chat representative will be with you in about 0 minute(s). Thank you for waiting.

Chat representative Max has joined the session and is ready to help. To start, please provide your name and home phone number.


Max: Hello and welcome to Bell’s chat service. How may I provide you with excellent service today?

Max: I have not received a response. Do you wish to continue this chat session?

Customer:

Hi,

My bills for telephone service since September 2008 contain charges for Wire Care and Phone Care maintenance plans. I have never ordered them from Bell, so I’m assuming that they have been added by Bell due to some mistake. Additional proof that I have not ordered these services ever are here:

1 – I have never asked for any repairs, so it was absolutely no any reason for me to add care planes to my account

2 – If I really wanted, I would purchase them at once for entire year or two in order to get related discount

This billing error is happening every month since September 2008. So I’m asking for refund for the last year according to the Statement of Consumer Rights (SCR) which states the following: “Refunds for billing errors: You should inform your phone company if you notice that your telephone bill includes a charge that should not have been billed or that was overbilled. You have the right to receive a refund for any billing error as long as you report it within a set period of time. Billing errors for recurring charges, such as monthly local telephone service, must be disputed within one year, while billing errors for non-recurring charges, such as directory assistance charges, must be disputed within 150 days of the date of the bill. Any refund that you receive for a billing error should also be credited with interest” I’m not asking for refund between Sep xx, 2008 and Mar xx, 2009, but only for the period between Mar xx, 2009 and Mar xx, 2010, according to the SCR, since I’m reporting billing errors in my last 12 bills which happened in the last year. I had time to review by bills only now, so the error was happening for quite a long period of time. Can you please assist me with with this issue?

Max: Please allow me a minute or two to review the details.

Customer: My full name is xxx xxx, and registered phone number with Bell is 905-xxx-xxxx

Max: Thank you.

Max: May I call you by your first name?

Customer: Sure, thank you!

Max: Thank you, Customer.

Max: I will be happy to assist you with your billing issue.

Max: Thank you for staying online.

Customer: Take the necessary time to review, I’ll be online

Max: May I please have your 9 digit account number?

Customer: It is xxxxxxxxx

Max: Thank you, Customer.

Max: Our records indicate that Wire Care and Phone Care Plans were added to your account on September xxth, 2008.

Customer: That is correct, I mentioned it as well

Max: Please be assured that we will not make any changes to a customers account without their permission.

Customer: I did not make this change as well, and provided couple evidences that I really have not done this

Max: I am sorry, but we will not make any changes to a customers account without their permission.

Max: I can remove Wire Care and Phone Care from your account.

Max: Unfortunately, I will not be able to provide you any credit.

Max: Would you like me to remove them?

Customer: No, I don’t like to remove them without a credit, we need to investigate it first.

Customer: Can you please explain what is the reason why you are not able to provide any credit?

Max: As mentioned earlier, we will not add/remove features to your account until you have requested for the same.

Max: You might have added the features.

Customer: I have not added those features, and provided you with clear evidences.

Max: I can remove Wire Care and Phone Care from your account.

Max: Unfortunately, I will not be able to provide you any credit.

Max: Would you like me to remove them?

Customer: No, I don’t like to remove them now, as answered previously

Max: Okay.

Customer: Can you explain the reason why? I’m referencing to the law, according to which credit should be provided. Why can’t you do this?

Max: I appreciate what you are saying and can understand your frustration.

Max: I further realize that the standard rebate you are entitled to under our Terms of Service does not fully address the inconvenience and personal loss to you.

Max: Our society is becoming increasingly dependent on technologies and fortunately, we have reliable systems second to none.

Max: That’s not to say however, that these are infallible and when something happens, the effects can be far reaching.

Max: Although I am very sympathetic to your situation, it would be inappropriate for us to compensate some customers and not others.

Max: While I cannot offer you financial compensation, I can reaffirm our commitment to quality and we will try to prevent such an occurrence in future.

Max: I apologize for any inconvenience this has caused you.

Max: Is there anything else I can do for you today?

Customer: Max, I’m asking specific question

Max: I am sorry, I will not be able to provide you a credit for this issue.

Customer: Why can’t you apply the law (Statement of Consumer Rights) for my case

Customer: ?

Max: We will not make any changes to a customers account without their permission.

Max: While I cannot offer you financial compensation, I can reaffirm our commitment to quality and we will try to prevent such an occurrence in future.

Max: Is there anything else I can help you with today?

Customer: Yes

Max: Sure.

Customer: It is the same question above. Can you please explain why SCR can not be applied to this issue?

Max: As mentioned earlier, we will not make any changes to a customers account without their permission.

Max: You might have added them in the past.

Customer: Who did the change to my account?

Customer: I have not done this ever

Max: I am sorry, I don’t have access to that information since it was done in 2008.

Customer: So, I have to pay for it?

Max: Yes. If you wish to remove it, I can do that immediately.

Customer: You are talking that I have to pay for error appeared in Bell’s system?

Max: As mentioned earlier, we will not make any changes to a customers account without their permission.

Customer: Do you understand that I did not do this change?

Max: I appreciate what you are saying and can understand your frustration.

Max: I apologize for any inconvenience this has caused you.

Max: I will place an order to remove Wire Care and Phone Care and back date the order so that you will receive a credit.

Max: Would you like me to remove them as of today/

Customer: What is the effective date, since which credit will be issued?

Max: I will back date the order to March 19th, 2009.

Max: You will receive a credit for the payments you made for Wire Care and Phone Care after that.

Customer: Ok. This is perfectly fine!

Max: I have placed the order.

Max: Your order confirmation number is Rxxxxx-xxx.

Max: Is there anything else I can do for you today?


That’s it! Customer successfully resolved the problem according to the law with the help of online chat.





56 comments to The most Effective Way to Resolve Issues/Complaints with Bell Canada

  • kimberly

    Are you kidding me…did you actually get a credit ?

  • Donna Miskokomon

    Re: phone number 519-627-1426 Public Works and 519-627-2731 Housing; Walpole Island First Nation Ontario N8A4K9

    Public Works and Housing are in the same building and use the same phones. Public Works has 3 lines, Housing has 2. From looking at the monthly fees, it seems that Public Works is overpaying, based on the number of lines indicated on the phone bill. Housing has 2 of the 5 and are invoiced monthly. Can someone please review these two accounts and let me know if Public Works is entitled to a reimbursement. I left a message for Jan Hoffman yesterday afternoon, but have not received an answer yet.
    Thank you.

    Donna Miskokomon, Public Works Administrator
    Walpole Island First Nation Public Works
    519-627-1426

  • Nathan

    Chat doesn’t always work !
    Alfred: Hello! Welcome to Bell Internet Services. How may I help you today?
    You: Hi Alfred I am a current bell customer and am very frustrated with the level of service I’ve been getting
    Alfred: I sincerely apologize for the inconvenience caused due to this. Is it with regards to your Bell Home Phone or Internet or TV or Mobility account?
    You: home phone and internet
    Alfred: I can certainly check on your issue. Please provide me your Bell account number.
    You: I don’t have a bill handy
    You: I can give you my account details
    Alfred: Okay.
    You: Nathan Mxxxxx
    You: 36 xxxxx xx
    You: Hxxxxxxx, Ontario
    Alfred: Thank you. May I know the issue you are having with your Bell account?
    You: I was promised that my internet would be working yesterday… then today.. it’s still not been switched to my new number. I am racking up 3G charges to use internet. I’m NOT a happy customer. I was promised by a supervisor yesterday (Chinta #XU863) that he would call back with a resolution…. he never did
    Alfred: I can understand your frustration with this.
    Alfred: I have checked on your account details and could see that, one ticket is already escalated for this issue.
    You: Something needs to be done today or I am cancelling ALL my services with Bell Canada. I’ve spent way too much time dealing with this. I will just call Rogers and have them install
    Alfred: So, you will hear soon from our end, with regards to your issue.
    You: soon is not what I was promised
    You: I was promised midnight last night I would have service
    Alfred: Yes, I could see that same note as well.
    You: maybe I will promise to pay
    Alfred: The Ticket is under progress and working on your Internet connection issue.
    Alfred: Yes.
    You: and if I don’t keep my promise… what happens … there is a consequence for me…. Bell makes promises and there are no consequences
    Alfred: Since the issue is in progress, it will be resolved soon.
    You: right …. I heard that yesterday… is bell going to credit me my 3G charges ?
    Alfred: It is working by our senior level Tech, on your issue.
    Alfred: I am sorry that I am not sure about the 3G charges.
    Alfred: I would like to thanks for your understanding.
    Alfred: Thank you, and have a great day.
    Alfred: Please visit our web site at http://bell.ca/myinternet to resolve your Internet related issues through online.
    Thank you for chatting with us. Please click the “Close” button on the top right of the chat window to tell us how we did today.

  • Trueler

    Just don’t let representative go until they setup Internet ;) I’m serious…

  • chiara stagliano

    i am so upset i wish i never switched from rogers to bell it has been nothing but a nightmare. In december 2011 a sales representative came to my door and talked my roo mate craig tester into switchihg from rogers(whom he been with for seven years) the sales representative said if you switch from rogers to bell we will give u internet cable and home phone for free for six months. They said you will get almost all the channels on your cable for the six months free after the six months you can choose what cable plan you like but right now free for six months. We asked if the home phone owuld have unlimited long distance cause wee use it as a work phone and call out long distance alot, and they said you will get unlimited long distance anywhere in canda for free the next six months after the six months you will have to put a long distanmce plan on there but the six months are free. Well not even a month after we got a cable bill in the mail for 500 past due balance. So i called bell telling them it supposed to be free six months and this was the first month, they said im so sorry the sales guy gave u that promotion i apologize sometimes the sales guys set up the promotion but dont put it horugh straight to bell canda they work privately i have now adjusted it yopur account sorry for the trouble it all fixed and wont happen again. Two days later i got a disconnection notice in the mail saying the past due balance of my cable was 550 if not paid it will be discomnected again i called bell sat on the phone for 4 hours and by the end of th ephone call was told again it all been resolved dont worry. Two week slater the bell credit dept called asking when i would be paying the 160 i owe on my home phone, i said it is supposed to be free for the next six months long distance anywhere in canada for the next six months, they told us someone added screen calling and long distance we said wedont even know what screen calling is we never called and added anything, and the long distance the sales rep said is free that why we switched from rogers to bell cause he said you get free unlimited long distance anywhere in canada free for the six months so after anothger four hours on the phone they fixed the problem and sai dok it all resolved so it will noeww be free for the remainder of the six month and every month i have got a phone call from the credit dept saying i owe money for home phone hung up called bell sat on the ohone for four hours at the end of call getting told it resolved and a month later it still not resolved and our names now affecting our credit cause the credit dept still has us as owing money to bell cause they say it fixed u dont owe anything for six months it all been adjusted and than credit dept says it still here. thats that for four months nothing but frustration and i work from home and i have lost out on 40 hours of work or more in the last 4 months speaking with bell one week it was 4 hours tuesday 5 hours wednesday 4 hours thursday just ridiculous i work from home so as soon as i got th call from credit dept i would call bell when i should of been on the ohone working and eneded up on the phone for four hours getting put on hols getting told i need to put you through to another dept over and over reoeatign the same story i ask please put me thorugh to the right person so i dont have to say the same story again to be put thoerugh again t hey say ok than i say my story and am switched over another six times after 2 hours on t he phome im hung up on and i know it not an accident because it every other time i call put on hold for forty minutes say hi this is supervisor i explain problem and click now im must call back sit on hold again repeating myself. I dont know how to resolcvve this naymorte with other companies when there a problem i call in talk ont he phone for an hour or two frustrated they put in their notes so the problem is fixed and doesnt happen again, too bad bell does not do the same obviously. My other concern i myself chiara stagliano in january of this year got two cell phones with bell another sales rep came to my door asked what im paying with rogers i told him for all my plans i need i pay $120 he told me he could give me the same plan for $45 i agreed and ended up getting craig a cell phone as well so the plan he needed would be a little more expensive cause he uses the phone more so when he explained to the sales rep what he does on his phone they came up with an $80 plan so one phone was $80 mine was $45 but i ended up adding more features so it was going to come to about $125 a month he also trold me the first month would ne free and he would charge no activation fees on botht hephones. So u can understand my surprise when the first month i received a $720 phone bill for both phones $150 worth of long distance on the cell phonbe that i put a unlimited long distance plan which the sales rep said cost $20 and it was never added onto the plan and when i called in the person i spoke with put the long distance plan on and said it cost $40 not $20 like the sales rep had said. they had also charged me $60 of data which i explained to them i am always signed on to wifi and i have 1 gigabyte of data which i dont use even close to that outside of wifi i maybe use the internet for 20 minutes tops in the whole month outside of wifi and the person on the phone tried to say well sometim es it tricky u think your signed on to wifi and your not i have had a iphone for 4 years i know how too use it when i got the new phone from bell i just upgraded to a iphone 4 as ooppose to the 3 i had but all the features on the phone are th e same i lknow how to use the phone the minute i got it i signed on to wifi it says bell 256 i entered the password and it on wifi all the time except like i said 20 minutes in the month outside of wifi the lady tried to say well they wouldnt charge you if u were signed on to wifi basically saying i must be stupid and not have it signed on anyways i got the 720 bill dowen to $309 nwhich i still was not happy with cause i was promised it would be under $200 every month for the two phones. they made it like i wazs ungrateful cause they gave me all these credit to get the bill down to 309 but im not cause i never should of got a bill for $720 in the first plkace for one month service half the plans i asked for were not put onto the account they promised me they fixed it all put everything adjusted next month it will be way cheaper you will be soo happy cause this isnt going to happen again it was hazrd to believe bc i was just on the phone two days earlier with bell regarding the $500 cable bill that should be at $0 and the day before that on thwe phgone with bell fro the home phone that should be $0 and was at 160 so i said i will believe it wehn i see it well a month later guess what a $450 phone bill again the phone that was supposed to have long distnace the lady said no one added a long distance plan when i asked for the plan the day i got the phone and a month later when i called in adn they said it was not on there they said i added it on there adjusted everything dont worry next month will be fine and go figure next month the same thing happened so i added long distance for athird time we will see what happens next month but again they told me $40 of charges for data again i said what am i supposed to do i rararely use internet unless im signed on to wifi and if i do it not very long and i have 1 gigabyte which i never ever use interenet outside of home for the reason i dont want to be charrged and than the end of the month i get charged money for using interent outside of wifi for 10 minutes and have 1 gigabyte of data which no way i go over that i dont even use a quarter of that nnever mind 40-60 over that so again i was ont he phone another 4 hours to get my 450 bill downt ow hat it should be than the next day again the credit dept is calling regarding my home phone again $160 which i just spoke and was told resolved it a month ago i just am siclk of spending so many hours on th phone i keep losing out on hours at work i wor from home so i start work than bell creditors call me and im sitting on the ohone with them for 4 hours that im missing out on work now because of it and it not once it would not be a big deal if there was a problem i called in you tell me i apologize for the inconvenience i put the pla n on i have adjusyed everything im so sorry it wont happen again which is what they tell me and it never fixed because they tell me this and for four months since the day i switched with bell not one month goes by that i get the proper bill for any of my services. It upsets me that you get sales people to go door to door ask what people are paying for their phone tv intenet whatever tell them they will pay less than that or get six months free say what they want to hear so they switch from whatever company they were with to bell and than nothing that was promised happens the last supervisor i spoke to on the phone told me the sales guys dont even work for bell they just sell their product basically telling me if they told me cable internet and home phone is free for six months my home phone i still have to pay charges and long distance i explained to hi m the sales rep said we get six months free for the home phone and we asked about long distance cause we need long distance the sales rep said dont worry the promotion going on right now the home phone is free which includes long distance anywhere in canada also free for the next six months every person i spoke to every month for three months when i told them said ok i will adjust it so they wont charge u for the remainder of the six months than the man i spoke with today said i have to pay $18 a month for long distance i expalined no the sales rep told me it was free he said it doesnt matter what he said cvcasue he just sells our product he doesnt work for bell, so i think it kinda dirty that these people make you cancel with whatever company your with to go with bell prmosie a certain paln than bell tells you too bad you have to pay if he told you six months free doesnt matter so he got his comission by switching us over we switched over becasue the plan that was promised three months bell agrees and says they have adjusted it this m onth the guy is saying we have to pay evejn though we were promised free it just not right and i guess that how bell gets customers by being dishonest. I had as few friend s over when the sales rep was here and amonth later they came to visit saying i was thinking of switching to bell can you call that sales rep who was here it sounded like a good deal and i said dont switch it a nightmare they tell u a certain plan and every month every swervice u get a bill for a ridiculous amount that is not what was promised they just lie to sign you up than u have to be frustrated ont he phone over and over being promised everything fixwed and not once have trhey said it fixed and i got the bill i should and veryone i have spoken to who has been with bell in the past has told nightmare stories as well it not good business peoplke do talk i telling everyone i know dont go with bell they are schammers and now im stuck locked in for three years my friend swill tell their friends and it goes on you cant send sales reps making broken promises just so they get paid and customers are lied to and screwed it the worse customner service i have ever had the longest customer sevice and the least smartest like they say i cant jelp u i pwill puty you through to someone who can than i tell the next person my problem over again and they say i cant help you i say so why did they say i will put your through to someon ewho can help the guy says good question so i say please put me through to someone who can help so he says absolutely and this just keeps going on next guy comes on the phone i say my problem all over again and told again ill put u through to so and so than about an hour or two into it i get hung up on now have to call back i just dont think it right to get told it fixwd i have put notes in the computer i call back a month later and the person saying no none of what you said has been put in your account i dont know who said it but theres no note here i dont know if their lying cayuse they dont wanna deal with it or if the [people i speak to say their putting in notes than dont im just so frusdtrated and angry i am losing money getting six months free with the amount of hours i have lost in work cause i have to sit on the phone with bell for hours to fix stuff they say they fix and it never done

  • Darlene

    Bell Canada’s Resolution process is designed to frustrate you so that you will either give up or hang up. It is a win win situation for THEM. Frustrate the crap out of the customer and they will go away. I truly feel sorry for elderly people because they cannot fight for hours and hours on end by the internet and on the telephone. Naive and inexperienced people will also take the brunt of this system.

    WHY DO WE HAVE TO FIGHT FOR EVERYTHING BELL CANADA???????????

  • duoduo

    My bell TV and internet experience was totally a nightmare. The major issues are billing and customer service. The total amount on the bill was never correct (overly charged of course), and it was completely useless to call customer service because no one can get the numbers right (I started wondering if they passed math courses in elementary school at all) and also they don’t care, they don’t listen to you, they put you on hold directly or say some non-sense to get rid of you. In addition, there is no inter-departmental communications at all.

    Finally I couldn’t handle it anymore, and decided to cancel BELL, the cancellation process was a nightmare PLUS. I can write a book about it. Right now, I don’t own them any money at all, but BELL keeps bothering me about a non-sense $40 unpaid balance.

    My advice for those of you who have not got BELL service yet, SAVE YOURSELF. Don’t get BELL service unless your life is too boring that you are actively seeking agitation, aggravation, exasperation, irritation, disappointment, and frustration.

  • duken

    i got bell internet they say we going to charge 35 doller per month but when i recived myfirst bill was around 100 dollers i cancel service they almost charge me 450 dollers for three months and they demand all amount togather i cant pay all amount i told them i can pay in instalment but they say if u did not pay full we can give it to collection.please when you dealing with them very becareful becuse we work hard to make this money but they dont

  • nellie

    would like to comment on service provided to me by agent no. 605-6155 shane he was wonderful, very helpful he not only assist me he went over and beyond. that is what we call customer service. its no wonder i have been loyal to bell mobility as well.

    keep up the good work Shane. your heart is in your Job and like they say when you love your job you never work a day in your life.

  • Bell TV Employee

    I am a new Bell TV employee that just finished training a few months ago. I have worked for Rogers in the past however when I moved to Toronto I found out that I could not simply transfer my job to a Toronto Office as I worked for a 3rd party. Rogers was great to their 3rd party employees. Bell however as I am learning is not great to their own employees. They tie the amount of credits I give to customers to my Key Performance Indicators which affects the bonus and raise I am entitled to at the end of the year. This means that the more credits I give out even if it is Bells own fault I will receive a hit to my KPI resulting in little or no raise and no bonus come year end. Rogers did not do this and I feel this is why so many customers have to call back in month after month for the same credit. Each time the agent will tell them they will give them the credit but in the end does nothing as if they do they will not get their bonus or raise. It is not fair that they tie the amount of credits we give out to our raises.
    I wish I felt comfortable giving my name but I can not risk losing my job. I feel like if this was brought out to a media owned not by bell perhaps things would change but I am unsure how to go about that. Ask any of the Bell employees they will tell you that everything I have said is true.

  • Roland

    We purchased a satellite from them last year, and after a few months in we decided to cancel. Apparently there is a contract – which I get. We had to pay 24 bucks or so a month as a ‘suspension fee’ until the contract was fulfilled….k…no prob. The contract is now up and i got a bill for $190. Awesome…so I call and their explanation is that they have to hook up the service again in order to disconnect it, which is about $75, and they also had to charge me from Nov 9th to Dec 9th. (todays date is the 6th of Nov fyi) When I said I don’t even have a satellite at this house he preached policy and said he would do me a favor by waiving the Nov-Dec bill. I spent about 25 minutes with him on the phone trying to reason with him and asking if it makes sense from a customer service point of view to charge someone at the end of a term when cancelling was the objective in the first place – no response. He did say however that we had the opportunity to pay $200 when we requested the cancellation 6 months ago. I thought that was funny for two reasons..1 – nobody told us that, 2 In doing the math, I paid $24 bucks for six months and then $75 at the end of the term – like $220 bucks total…why wouldnt I have done that in the first place if I knew those were my options? No response. Bell sucks

  • reza

    bell company just good to rip off the peaple their services is to expensive and they never solve your problemes with their servises I strongly recomend to the people dont invalve yourself with any contract with that company for sure you will get rigret.

  • Steve

    We were transferring my father-in-laws phone to his retirement home. It was supposed to be done this Wednesday. Instead, they disconnected the line at his current place, left no line working at the new one and they changed his phone number (which we didn’t request). He has had this phone number for 50 years. My sister-in-law spent an hour being bounced around only to be told there was nothing they would do about the number change when we indicated it was not requested. My wife finally got a supervisor who indicates it will be fixed by tomorrow. Not holding my breath. Bell is a farce.

  • SkyBlue

    I have seen so many unethical treatments from Bell. Honestly I wish there was more competition in Ontario Telecom industry. I am at the point that I have absolutely No Respect for Bell executives. Their customer service, their rules & contracts, their unreliable services all suck!!!!

  • Frank schmitt

    Bell mobile phone service is absolutely the worst you Can find
    Bell sold me a protection from roaming charges and Haiti
    When I got to Haydee I got a message from Dell Wells calming me to Vietnam In stead To Haiti
    Then ran up my bill to over $600

    So I urge anyone not ever to have bell as your server.

  • Dave

    It’s good to know that bell will resolve the issue over the phone. Here Mr. consumer, you are right, we did not cancel the service when you requested and continued to bill you. You are entitled to a refund which we will send out in 4 to 6 weeks. Oh! sorry about that another 4-6 weeks. Try 14 months six different client reps and guess what still waiting for a refund. Don’t care about the money now. It’s principal. Customer service is horrible.

  • Ken

    I work in a Bell Mobility affiliated Call Centre (I am not a Bell employee) and can totally understand many of the concerns the people on this site are raising. I will be the first to admit that there are far too many errors made and that Bell needs to do better to rectify these situations. After most interactions with Bell; customers are sent a survey to complete and while this survey provides a great opportunity to provide feedback; the results of these survey’s have serious implications on the peoples jobs who were not the cause of the problem or are merely enforcing the Policies mandated by Bell.

    The first question in the survey asks about the interaction with the Agent. A failing score for the Agent is 3 or less; only 4′s and 5′s are passing scores. In 99% of situations when the Agent tells you there is nothing they can do; they aren’t lying. There isn’t a single agent I know that wouldn’t love to give you a credit or provide a solution however they are not able to do what you want because the policy dictates they can’t do anything. When you score that agent a 3 or less because of a Policy; you are negatively impacting their Monthly Bonus and in some cases could put their employment in jeopoardy because they are following Policy.

    Question #4 is your opportunity to provide feedback directly to Bell regarding the policy the Agent was enforcing etc.

    If the Agent is rude then by all means they should be given a low score so real action can be taken but please don’t take it out on the Agents because they are only following policy.

  • Helen Garton

    I called Bell and asked to have my internet suspended from Jan. 29 until March 3 because I was going away. I gave a weeks notice. Of course they didn’t do it!!!!!~!!! It is sad a communications giant such as Bell cannot follow a simple request. I don’t expect to pay for something I didn’t use. Lets hope they c an make this right.

  • Helen Garton

    What do you mean by moderation????

  • Helen Garton

    While you do whatever you are doing I am going to bed. Once again I can thank Bell for nothing.

  • Bill

    Switched to Bell after 25 years with Rogers. Got a pack of lies and decided to try FIBE TV. After a month I started planning my switch back. Wrote an email to complain about billing issues and things I was promised, but got no response other than an email stating someone would get back to me in a couple of days. No one every did. Summarizing, Bell is unethical, corrupt and incompetent. Don’t fall for their pack of lies and crap. At least with Rogers, if I had an issue, they would usually hear me out and lean in my favour. They were giving me 30 percent off my bill. Bell promised me a lot of savings, but after a month, charges were being added and I was told what I had was just a temporary promotion! Not what I was told up front and now I am paying more than I was with Rogers. Don’t sign up with Bell. Pathetic company.

  • Shafik Kurji

    Oh boy, I know I have problems with bell but did not realise how vast their negative reputation spreads. Having read the above notes, I am even more angry and ready to fight them about my own problem.

  • Murray Dales

    I was asked by a company rep in a phone survey how happy I was with my Bell internet service to which I replied “terrible”. She recommended the “new” turbo stick and that it worked much better than the one I was using at present. I was sent a new turbo stick no charge but wasn’t told that a new cell number would be needed as well. I am not familiar with these issues so I overlooked the fact that the “old” cell number which belonged to the old turbo stick was never cancelled. 36 months have gone by and 35.00 per month extra I have paid. When I asked for the full refund that I had overpaid I was told that all their contracts have the disclaimer that if they make a billing mistake the most they will refund is 3 months worth. 105 dollars. Thanks .If I owed them over a thousand dollars they would have their lawyers and maybe the police after me, but its ok to screw customers to the tune of thousands of dollars and have the audacity to ask how their service is. Screw them. I’m pulling the plug on everything I use that has the name Bell on it as soon as the contracts run out.

  • Fudd

    I had both a positive and utterly negative experience with these idiots. Cancelled phone and internet services. Turns out that the person I was speaking to wasnt authorized to cancel anythinh that can only be done through the loyalty department. Spoke to loyalty today and explained the scenario whereby the rep very forthrightly explained only loyalty can do that. So.. Stuck with a $543 bill for services not rendered. Will make life very miserable for this company via constant barrage of calls and complaints. Got patience like the ocean has water.. I feel for everyone ripped off by these dummies. Truthfully if anyone is looking for phone and internet options NOT rogers and bell just email me.

  • Jenifer Fowler

    On the afternoon of March 18, 2013, a Bell Employee called my home phone to offer the Fibe TV package. I said OK and arrange for a date of installation on April 27. On March 19, a very close friend( from the US)called me at work to indicate that he was just diagnosed with Colon Cancer and that he was given 2 months to live. He also made a request of me to read the Euology as his wife will not be strong to do so and I agree. On March 19, I sent an e-mail to bell Canada at 1:53pm to cancel the appointment and it was returned “undelivered”. As my friend’s situation worsen, I sent another e-mail at 7:38 am to cancel the appointment, again it came back “undelivered”. I made 2 phone calls to Bell from phone number 289 247 4052, on April 4 and 17, I was placed on hold for approximately 15-20 minutes, at which time I hang up the phone. My friend died on Thursday April 25, I travelled to the US with family, since the burial was on Saturday. I left my niece in the home to let the technician know that the appointment was cancelled for another time. I returned home on Sunday morning at 12 noon, my niece told me that no one called, but when I checked the phone and message, I knew that he did call. I was told that something was wrong with the phone, when I tried to dial out or when anyone call me, the line was blocked. I felt very vulnerable as if I was being held hostage by Bell Canada. On April 29, I called Bell Canada to complain about the problem, a male employee took my information and then passed me onto a female employee in the Fibe department. I spoke to her and she put me on hold while she alleged that she was going to speak to a technician. I was holding then the phone went dead. My confidence in Bell Canada at this time is zero. I definitely do not want the Fibe Package anymore, I just want my phone line restored.

  • lloyd

    these stories are all the same .I don’t know how they get away with this fraud. I my self have been fighting with these people for almost a year and now they have me in a collection agencies I cancelled three times and have been told my account was clear and then get bills. I was told all conversations were recorded, but now they choose not to get them to confirm that I did cancel.is there any legal way we can get satisfaction and why wont the government step in for this fraud or is there a place we the consumer go.

  • David Nesbitt

    Whenever I see the Bell Canada Let’s Talk logo, I have a good chuckle. I read that the initiative has raised $62 million to aid in the fight against the stigma that exists surrounding mental health, and those suffering with it. From my perspective, that’s a great thing. This illness, and Bell’s Let’s Talk initiative, have affected me personally and very deeply.
    I worked at Bell TV for ten years, until this past May 15. I had just come off short-term disability for six months after being diagnosed by several doctors for PTSD, a mental health disorder. Basically PTSD is a high-anxiety state, where anything stressful can feed on itself and just paralyze you with fear and dread. It’s just insidious. My return to work was tortuous, and I became only too familiar with what the stigma against mental health is all about. Despite ten years of great performance reviews and a good name I had built for myself over this period, it all disappeared when people found out I had been on leave for PTSD. Suddenly I was told I was “lazy” and “not wanting to work”, and everyone, from secretaries to senior management, weighed in on their “medical opinion” and felt it was OK to tell me to go see a psychiatrist, a counselor, or worse. On several occasions I received emails telling me to go to a hospital emergency ward, despite my mental health having absolutely nothing to do with the topic I was emailing about in the first place. I never thought about it before, but dealing with putdowns like this regularly begins to take on a life of its own and further drive down your spirits. I’m proud of my achievements and education, and never have been accused of being lazy or incompetent. But in the words of one manager, who couldn’t scrape together an ounce of compassion, I was “taking a spot in the employee numbers but not producing anything.”
    I had already been faced with losing my family doctor of almost two decades in the middle of my treatment, and shortly thereafter lost my only remaining medical support, my counselor through Bell’s EAP program. He was cut off just four days before I was fired (to save money), and I was told to go find another one myself and start over from scratch. I had been working with this man for seven months already. It was another big blow – this psychologist was excellent and was really helping me make some progress, but it seemed supporting my recovery took a back seat. Ironically, the same day a woman from the company running Bell’s EAP cut him off, she phoned my house. When I didn’t answer, she presumed I had to be committing suicide (isn’t everyone with a mental health illness doing this when they don’t answer the phone?) and called the police. You can imagine how embarrassing it was to be woken up with three police officers at my door. I guess I looked like I just crawled out of bed, as they just shook their heads and left!! When I brought this up to my department head, he just brushed it off and sarcastically asked me what I wanted him to do about it. He never did do anything, or at least anything positive.
    See after just two weeks back to work full-time, this same man fired me (but not before I was accused of “trespassing” by Bell’s corporate security). I still haven’t received a severance package or my ROE, and no earnings. My bank account was already severely depleted after six months of STD, and by May 31 I was forced to apply for welfare. When I brought up the issue of money and unpaid bills, this same manager told me my finances weren’t his problem and to deal with it myself. I’ve already had to postpone some debt payments, the phone is starting to ring, and I’ve put off renewing some prescriptions to save money. The job and money stress, on top of what I was already dealing with, has sent my anxiety into the stratosphere. I’m constantly on guard, and it’s exhausting.
    I read a report by the Mood Disorders Society of Canada, and there was one thing that has stayed etched in my mind. Sufferers of PTSD, it said, frequently reported that the stigma they faced was almost as hard to deal with as the illness itself. I wish I didn’t agree. In the past year, I’ve been challenged with PTSD, lost my doctor, my psychologist, my job, and depleted my savings, yet no one at Bell seems to care that one man’s life is in a slow motion plane crash. It actually feels like they’ve removed the seat belts and hidden the oxygen masks. I can’t imagine what my life will be like in one month. Most of the time I’m just numb. I still can’t believe I have a mental illness to begin with, much less to have been working over ten years for the one company in Canada that actually chose to use its brand to educate and reduce the prejudice that exists surrounding it. What are the odds? The gods of life are having a good laugh at my expense on this one. In my experience, the stigma against those dealing with a mental health condition is flourishing at Bell.
    David Nesbitt

  • Antoine Saleh

    Bell counterfeit account

    I have been receiving numerous calls on daily bases from CBV collection agency regarding an overdue account to Bell Canada

    I’ve communicate with Bell to verify the authenticity of CBV collection, Bell Accounting, Customer service departments affirmed that my account record showing Ø balance

    Accordingly, I’ve advised CBV collection to cease calling given that I am not subscriber to Bell services and that my old account record with Bell showing Ø balance

    Consequently, CBV collection provided me with the following information:
    1) Bell collection reference file # 222 076 726
    2) Bell account issued to Antoine Saleh / Reference Jean Morin
    3) Address 1015 Chomedey, Apt. #14 Laval, QC. H7V 3R9
    4) Bell services related to internet, phone & TV

    As a result I’ve communicated with Bell Fraud department and inform the with the following:
    1) I reside at 60, Charlevoix, Kirkland, QC. H9J 2Z4 (since 1981)
    2) I’ve never received any invoices related to Bell internet, telephone and TV services
    3) I am not a bell subscriber for the past few years
    4) My past Bell telephone (514) 426-0016

    In effort to put an end to the above, Bell Fraud department suggested the following:
    1) File a police report for identity fraud
    2) Provide Bell Fraud department and CBV collection with police report number
    3) Notify Trans-Union’s for being a victim of identity fraud

     Bell Fraud Department Tele. 1 (800) 681-9117
     Bell Collection Depart. Tele. 1 (800) 681-9117 (Att. Noel)
     Bell customer service Tele. 1 (800) 668-6878 (Att. Khalil)
     CBV Collection Fax 1 (450) 975-1702 (Att. Nadege)
    Tele. 1 (888) 326-1094 Ext.7007 (Att. Lina)
     Trans-Union’s Tele. 1 (877) 731-3393

    In light of this, it is evident that my counterfeit account is due to Bell carelessness

  • Barbara and Hadley Pinch

    How do I remove the borders on the programs on my TV;

    so that I have a full screen

  • Sean

    Bell is terrible. I called them aug 29th 2013 to switch from Rogers internet to them. Few days later the tech came but could not get the internet to work and told me I would have to call and have a line tech come out. I had to travel so it was 2 weeks before the line tech came out. The same day I had a tech coming out my neighbor downstairs had one show up at the exact same time, it seems that what the first guy I had come did something to his internet and he was without that whole time as well. So the 2 techs that were at the house put in new lines and got the internet working, but my guy told me despite being told over the phone that the fibe 50 was available to me in my area it really wasn’t and I wouldn’t get better then 25 and he would could them to let them know so they can change my service accordingly.

    2 weeks later I get a bill, still being changed for 50 even though that isn’t what I am receiving and find out they billed me for 2 weeks of service I never got because I had to wait for a line tech. So I call them and get told it would cost me more than what I am paying to have them switch me to fibe 25 from 50 even tho I am only getting 25 and that they start billing you from the time the guy comes to install service regardless if he can make it work or not. So I told them flat out that I won’y pay for the 2 weeks I was without internet and they can take me to court or whatever as I have a witness in my neighbor who was without service for that time plus the records of 2 techs coming for 2 different people at the same time.

    Then on top of that one of the games I play which I have spent 1000′s of hours and hundreds of dollars on has connection issues that I had never had a problem with while on Rogers. The tech guys for the game ended up tracing it down to a network node causing hgh amount of package loss inside the bell network and told me the only way to fix it was to call my provider. They also told me it wasn’t just me but 100 000′s of other people having the same problem in southern Ontario. So I call them, the first time the tech guy who barely speaks English ask me if my other games work to which I reply yes. He then says well whats the problem go play something else and hangs up. The second time I call I get almost the same answer so I demand to speak to a supervisor or anyone there with a IQ over potato. I finally get a guy who somewhat understands what I am talking about but says it is to hard of a problem for them to fix and I should go back to rogers if I wanna play my game.

    So screw bell I am switching back to rogers at the end of the month and they are not getting a cent from me period. If they wanna take it to collections or whatever else I will flat out tell them to take me to small claims court or whatever for it and not only fight them but try to sue as well for false advertising, theft, and whatever else I possibly can.

    Trust me go with anything but bell internet or services, honestly you’re better off with 2 cans tied together with a piece of string then being a bell customer.

  • Chris

    Bell Mobility has given me the worst service that I’ve ever experienced. I had been planning to switch from Rogers to Bell mobility for my cell and ordered a iPhone.

    The agent told me that the one that I had been looking for was in stock, and that they should ship it out and I would receive it within 5 business days. After a week of no package, I called them, and had to go through 3 departments for someone to be able to track down my file (I was a new customer) only for them to tell me that they in reality didn’t have the phone, and I was put on a waiting list just like everyone else.

    I also found out that they would keep my $450 that I had paid as a “deposit” for the phone that when I came in, they would ship it out to me. They never mentioned that they would still charge this amount even if the phone wasn’t in stock. Just today I called Bell, wondering where my phone was.

    It’s been over 7 weeks, and the agent told me that Bell last week had cancelled my contract, refunded my money, and didn’t even tell me! Now I’m stuck trying to lodge a complaint with Bell with a “when we are ready we will call you” attitude from them, that still leaves me without a phone! Horrible service all around.

  • Justin

    You could change the word “Bell” with the word “Rogers” in any of these messages and get the same thing. Some people have good experiences, others have bad. Some customer service reps are helpful, others are not. I’ve had experience with Bell and Rogers for TV/Internet/Mobile and with Telus for Mobile. I’ve experienced both positive and negative interactions with both. The key is that if you have a negative interaction with a certain rep, move onto the next. Don’t just give up. In the end, if there really is an error, and if the facts are in your favour, you’ll find someone to agree and rectify the situation. Bell, Rogers, Shaw, TekSavvy, etc. they’re all the same.

  • Derrick

    I made the mistake of signing up to a 3 yr. contract with bell mobility, which was a terrible experience, and it was supposed to have ended in Dec. 2012.I started receiving calls from their reps, prior to the end date, offering incentives to re-sign another term and I adamantly refused and stated that I was not at all satisfied and wanted the service stopped upon the contract end date so I wouldn’t be penalized as I fulfilled my obligation. However the service remained and I made them aware of the situation and advised them to stop the service as I was not going to pay. In April of 2013 I received a bill and called bell immediately disputing it and was threatened that my credit rating would be negatively impacted if I didn’t pay. I was livid and explained that the service should have ended 4 months prior and demanded that it be terminated at once! I was then told the only way he could do so was if I paid the outstanding amount. I then demanded a cancellation reference # and his name and employee # and payed the amount and assumed it was now settled.despite my demands and payment, service continued and when I called to inform them of the situation the representative would transfer my call to another department and I would be on hold for up to an hour waiting to resolve the matter and on one particular occasion ended up talking to a person who could hardly speak English and after expressing my inability to understand him, he became rude and hung up on me! I called back numerous times and threatened legal action and then stopped receiving bills but the service continued until sometime in August. In October I started getting calls on my home phone from their collection department demanding money and they now claim that my service has been cancelled due to non payment and this is reflected on my credit report! This is wrong and unethical and I would like nothing more than to have this company punished for making victims out of innocent people and make them stop these terrible practices! Any lawyers out there want to start a class action suit? Sign me up! i’ve filed a complaint with the better business bureau on this matter and will have to see what transpires.

  • John Morris

    I entered into a Bell Mobility internet contract in 2011. The contract had been written as a 3 year term, told salesman that I wanted a two year term. Salesman initialled contract changes (24 month term and 24 month plan, neglected to changed the end date)and I signed.

    After two years, I asked to cancel contract. Bell infomed me that I would need to pay a $ 100 cancellation penalty plus one month extra for advance notice.Stated that I had a two year contract which had expired, no need for extra charges – sent in offer to contract as proof.

    Officer left voice message that he had reviewed y submission and had placed note on my account, Contacted Bell, clerk could not read that log entry,

    So I am not sure as to the agent’s decision.

    I said OK, put off the cancellation date to December 2, 2013 when the Wireless Code comes into effect and I can cancel without penalty. Bell cancelled my account November 30th two days before the Wireless Code came into effect. I found out date of cancellation when the $ 100 penalty (plus taxes) final bill came in.

    (BTW, why is Bell charging tax on cancellation fees – what good or service had I received ?)

    For two weeks I received daily calls from Final Billings/Collections. Not only did they want me to pay the account balance, but also said that I owed money for another account, apparently someone with the same name.

    Spoke to Customer Service Supervisor. Offer to Contract had not changed ending date, so there was conflicting information on the contract. Bell’s policy was that if there was conflicting info, go with standard contract.
    Said he would get back to me, no reply.

    Collections officer asked why I would not pay my bill and sent report to Bell HQ. No response, although I stopped reciving Collections phone calls. However, my account balance has not been cleared. It is just a matter of time before the calls recommence.

    I have just sent a summary of my concerns to Bell Escalation – Customer Service. Not too hopeful.

    I am so frustrated. They know that I do not owe any money, that any judge would throw their bill out, but still are trying to collect money that I do not owe.

    Further, they now want me to pay the debts of another individual with the same name. I have only one account with Bell, and it will be my last.

    I have spent my valuable time dealing with this issue and see no end. If the issue is not resolved, I will write to CRTC (ie Wireless Code). If bBll has sent note about my account (and that of my namesake) to the Credit Bureaus, I will consider filing a defamation of character lawsuit (my credit record is spotless).

    If Bell sell their receivable to an offshore Collections Agency, I will sue Bell. (defantion/harrassment from Collections).

    My mother was a Bell supervisor, my uncle was a vice-president, I am a shareholder.

    I am pissed.I am an honest man and am being treted like dirt.

  • John Morris

    As a follow-up. Bell Mobility had written off the prenalty just prior to the e-mail to Bell Mobility Escalation ( and post above), so all is well. I am not sure how they came to write-off the penalty; one of the employees I spoke with must have taken upon himself to do the right thing.
    Thank you.

    I think back to when I lived in Quebec and had a Bell land line. No problems, great service; I was a happy camper. It seems that some of the recent problems stem from having customers deal with front-line staff who have very little authority to make changes. In my case, I also found Bell mobile internet cost a great deal of money. Bell works in a competitive environment and should make efforts to resolve problems first and collect bills afterwards.I would also suggest that they should have a broader product base, so that customers are not trapped into entering two year contracts that are unsuitable for them. Lastly, I think that if a customer goes over the maximum contracted amount of time that an automatic message should be generated by Bell

  • Jamie

    I am a recently single mother of two, stay at home mom. I dont have a lot of money especially after Christmas and bell just called because i was behind a payment. I said i didnt have money until the 20th but they said they will turn off phone unless i pay this amount by the 9th and the remaining onthe 13th. Well ok…i will borrow from my parents. Only to wake up this morning to call my mom and my phone is turned off. F**k you bell…this cell phone is my only way of communication. Of course when you dial out it takes you right to customer service and i get this soft spoken lady i can not understand at all and i said i made payment plans yesterday and she said no you didnt it doesnt say it here. Unbelieveable!!!

  • shemac41@hotmail.com

    i put a 15$ pay as you go card on at 3;30 12/02/2014 i was negative three$ was then told i had 11.05$ i think it should be 12$ if the negitive 3$ comes off the new card?
    and why do i get messages from bell saying your 68cent charge was successful when i have NEVER put 68 cents on?

  • Mary Cherubim

    I received intimation with regars to the increase in my Telephone,Internet and TV charges effective 01st March 2014. On contacting your Loyalty Dept Ms.Darlene ID NO. EY39519 I advised her my intentions to switch over to your competitor although I was a loyal Bell customer having availed your services for almost 20 years in Quebec and Ontario. Ms.Dalene was kind enough to review the charges and confirmed the undermentioned revised charges which was accepted by me.

    Telephone: $27.94
    Internet: $46.95 – $4.00 $42.95
    TV $43.34-$8.00 $35.34 with the existing tamil combo Package
    Sub Total
    Taxes 13% 13.80
    Total $120.03

    It was agreed that the extra internet usage insurance charges will be deleted from the changed contract as we had never exceeded the limit on the previous deal in the last one year.I had also requested Darlene to extend agreed charges for one year which she confirmed would be in force. I requested her to email me the agreed charges for which she said she was permitted as per Company policy but she did guarantee the cost and if there was any dispute in the future billing I could give her reference and her ID number.I accepted her commitment in good faith as our conversation was fully recorded and could be recalled at any time.

    After paying my March bill this afternoon I asked your billing section Ms Jenny the charges applicable from April 2004 just to verify whether it tallied with the charges quoted by Darlene on the 01st of April 2014 and to my surprise I was given completely different amounts which was very much higher than what was agreed by Darlene. On disputing the charges I was transferred to Ms.Hannah of your Loyalty Dept.Ms.Hannah though very courteous and helpful was not able to resolve my dispute. She gave me the undermentioned charges as final.

    Telephone $29.94
    Internet with 60GB $42.95
    TV with the Tamil Combo $43.05
    Sub Total $114.92
    Plus 13%Taxes which assume
    is $14,93 $ 14.93
    Total $129.85

    She also informed me that the above charges are valid for 6 months contrary to the earlier commitment of one year.

    In the light of the above it is not business like and unethical for Bell to take shelter by blaming their own staff for the error which is considered humane. A commitment is a commitment and hence Bell being a highly reputed company should keep their commitment and stick to the original quote without jeopardizing their interest and the goodwill of a loyal customer. I would request for a reply by email or in writing. Mary Cherubim

  • M

    1) You mentioned: “We use Bell technicians for installations so we cannot guarantee any of the requests you’ve asked for . a) we are not entirely sure if Bell technicians carry an id with their photo b) We cannot guarantee that he will wear clean shoes or/and have protective gear nor we bare any responsibilities.” (SIC).

    Our response:

    (a) Most certainly we are likely to request it.

    (b) But, will your CONTRACTED Bell-employee ACTUALLY PROVIDE IT? And you mentioned “we
    cannot guarantee that …. any responsibilities” (SIC).

    (c)In our recent experience, (and it is CONFIRMED by other complaints, SEVERAL of which are avaiable PUBLICLY on the internet, concerning Bell):

    – (i) On Tuesday08July2014, a Bell Canada employee, a Mr. Neil Simon (Employee ID 4360437 expiration 02/2016) showed up on our property at approximately 3:55pm (during the scheduled appointment window of 12noon to 5pm for which we was REQUIRED to AGAIN wait for a Bell technician, AFTER Bell Canada FAILED to send ANYONE for the first scheduled appointment on Sunday29June2014).

    – (ii) IN SPITE of being assured by MULTIPLE Bell representatives that (as per our reasonable request, which is as per being advised by police and legal counsel), the Bell technician would be advised to show his identification and cover his shoes appropriately (so as not to damage our carpet with his muddy shoes), Mr. Simon became VISIBLY UPSET when we asked to see his employee identification before giving him access to OUR property (which is a reasonable security concern nowadays, and is a reasonable safety precaution, as advised by police and legal counsel).

    – (iii) Mr.Simon REFUSED to let us observe what changes he made on OUR property to the Bell box outside and inside our property (to which we are LEGALLY ENTITLED to, since we are the OWNERS of our property). Our property starts at the driveway connected to the public sidewalk. We have a LEGAL RIGHT to be made aware of AND to be permitted to observe whatever changes that are being made on our property, by anybody “CLAIMING” to be a representative of a company.

    – (iv) Mr. Simon REFUSED to either remove his shoes NOR was willing to cover his wet and dirty shoes with appropriate covering (even though we endeavored to politely explain to him that we did NOT want further damage to OUR carpet in our back-split 5 level house) from his shoes.

    – (v) Mr. Simon became VERBALLY ABUSIVE, calling us a “Mother-F-cking Son of a B-tch” and REFUSED to perform the required services. Mr. Simon was uncooperative, aggressive, NOT helpful, and did NOT perform the required services.

    – (vi) We were assured by MULTIPLE Bell representatives, including EACH of the above-mentioned representatives AND Bell representative (earlier) in the Bell Executive Offices, that our three concerns are reasonable and the Bell technician would be informed ahead of the appointment that he was required to comply with it.

    -(vii) Furthermore, IF Bell CLAIMS to recognize that the customer may not be a technical expert (and that is why the customer pays Bell for the technical competence) and the technician would make sure that ALL our questions were answered, and our email and internet can be accessed, AFTER he did the installation. We were promised professional and courteous service. However, NONE of the verbally promised assurances were ACTUALLY delivered to us in actions.

    (d) IN EFFECT, on Tuesday08July2014, a VERBALLY ABUSIVE Bell Canada technician REFUSED to connect the service and left AFTER HARASSING US on OUR property.

    THEREFORE, IF indeed you use Bell Canada as your technicians, we do NOT want a repeat of such ABUSIVE, HARASSING, UNPROFESSIONAL Bell Canada technicians on our property. Your email does NOT provide ANY CLEAR assurance that you have your OWN technicians NOR did it answer our SPECIFIC question asked earlier, whether we shall be provided SPECIFIC UNIQUE identifier professional identification by the representative (whether YOUR employee or a contracted employee). Most certainly, we are NOT interested in dealing with ANY reprsentative that CONTRAVENES Human Rights Code and our Canadian Charter of Rights and Freedoms, as was done by this Bell Canada employee Mr. Neil Simon on OUR property. NOR are we interested in allowing ANY representative to step on our property (which begins at the driveway connected to the public sidewalk), UNLESS we are provided a name & employee-ID-number as noted on an employer issued photo-ID, as recommended by police and legal counsel.

    ___________

  • John brolin

    Bell service for east Langley when will it improve

  • Peggy

    I had a three year contract with Bell on one phone ,Then I got another phone with 3 year contract. The first contract has been up for over a year. The other contract is not up for 12 months. I have been trying to switch the number from used up contract to one that still under contract but seem to be sent from one person to another. They tell me it cant be done. Then a guy on chat says its no problem ,bring it to store , I do that .they say it cant be done. Go on chat again .They say its no problem. Call customer service ,they say no. All I want to do is put the paid up contract number on the open contract. Is it really that difficult.

  • Rodney M from Peterborough

    I called in on 10-07 14 they said i will be fine to activate new phone and line well went to Source City and gave all my id and I had to wait then guess what they denied me I was like what the hell? what a waste of my time going to mall to get credit check. I was denied with koodo as well they want me back but kind of hard to when they deny you.

  • Tony Carty

    I live in Australia I visited Canada from august 27th to Sept 14 2014 while in Canada I purchased a prepaid sim for my ipad. (Having had experience once before with AAPT whereby I forgot to cancel the contract I was automatically billed for the next month) I specifically asked the sales rep if this was the policy of Bell he said “no it just runs out at the end of the 30 day period”. Now I find I have been billed for another month and try as I might to find a simple way of contacting (by email) the relevant complaints department at Bell directly I am unable to do so without a 30 minute telephone call involving transferring me to numerous different departments! Can someone please advise me how to handle this from Australia without incurring extra expense.

  • joy

    Bell has not proven itself a competent not ethical company to deal with at all. they say things they don’t honour nor document and leave you the customer to try to prove what they had said since they do not document what they have promised. it makes it hard to try to prove because its your word against their word. I am so tired I cant even write anything anymore. I have one case against them currently going to the federal court to deal with as they breached my privacy. I have another case with bad installations and promotions they did not honour and tried to rectify it through the presidents office. the supervisor I am dealing with (nancy), assured me everything would betaken care of. I asked for email, she said not to worry se would take care of it. I now have a bill of 200, and I have called her atleast about 15 times and not one single call has been forthcoming. this is the presidents office.

  • joy

    BELL: SENIOR SUPERVISOR FOR ESCALATION LEVEL 3.
    AGENT.EXECUTIVE OFFICE 418 682 7476. NANCY.

    I have called you over 15 times and you have not no much as called me 1x.

  • Not Happy

    I hate Bell Mobility, no integrity and no desire to help paying customers. I threatened them with a lawyer due to them breaking our contractual agreement.
    Sick of these greedy pigs.

  • Paul Cummings

    Bell front line employees have scripted responses and will not put you through to a supervisor, even if you request it until such time as you say specific words at which time, they are advised to transfer the call. I have been dealing with Bell since I signed a 2 year contract in March of last year which they have altered, removed bundle discounts, have still not honoured our Indian status and removed the PST, and increased our cable charges by $5 a month without any communication or warning that this would occur. I escalated the complaint and spoke to a representative in the escalation department twice. The first time, she assured me the issues would be corrected. Nothing changed. I placed a second call – called every day for 5 days at the number and extension she gave me to call if there were further issues. She finally responded 5 days after my first response. She refused to discuss the change in the cost of out TV billing and that changes had been made to our programming which justified the additional $5 charge. It was our internet that was increased and no changes to anything in our home with Bell has been changed. She refused to provide, in writing, a comparison of what we signed up for, and what changes were made to justify the breach of our contract which was for 2 years at a specific price according to the written document I have in possession that we agreed too. She also felt that the tax at 13% HST was correct and didn’t see an issue nor did she have an understanding that HST was 2 taxes harmonized into the 13% and that in order for the PST to be removed, she would have to break out the two taxes. She didn’t get it. When we indicated if they have the right to change the contract without our consent or without notifying us of the change, could we then cancel the breached contract at which point she indicated we were welcome to cancel the contract for a cost of $150. So I escalated further to the CEO’s office and spoke to a woman who was the last step before speaking to the CEO of bell. I had explained in my email the issues again and how her escalation manager didn’t have a clue. This individual attempted to explain that bell reserves the right to change, adjust or cancel a contract at any time, however, as the consumer, should we choose to cancel, we would be charged the $150. She said it was company policy, that the bundle discount on our TV was no longer available, the $5 increase which she would not justify would also not be removed because it would go against company policy and she was not about to do that. She did indicate she would check with the billing department to see if they still had the status card on file and to ensure a credit for the PST had not already occurred and that she would call me back. At that point I said, fine, you do what you have to do, and I will use the resources I have to expose bells billing practices. She called me back an hour later, indicated she needed the status card again (now 5 times they have had it) but to send it directly to her and provided me with her name and employee number. She also indicated the bundle discount had been reinstated and she had credited a service charge that was levied on the account months ago which was as a result of a poor installation when we fist got satellite dish, but had spoken to several front line staff who assured us the credit would go through – it hadn’t yet months after the charge was put on the account. Oddly enough, we never even discussed that service charge on the account, however she took it upon herself to credit it. She went against company policy, which she said she would not do by reinstating the bundle discount and assured me that when she received the status card she would personally ensure the 8% PST would be credited back to the first bill.

    Bell has become one of THE worst companies to deal with. Their front line staff either do not make notations on the account when a conversation is had with them, or, billing ignores the notations and goes ahead and bills what they feel is correct. To get to a supervisor, you have to say the magic words that they have been trained to listen for that would indicate the customer is smarter than they are and this could become a serious issue. The supervisors, however, are not much better than front line staff and do not make notations on the account. All of that being said, all phone calls to bell are recorded for “quality and training services”. So they can at any time, go back and listen to any conversation you’ve had with Bell where promises were made that do not come through when the bill comes out.

    I am now dealing with a friend who canceled her home phone service and was told it would cost $100 for her to do that. All of her bills had been paid in full up to the day of cancellation. He final bill had the $100 charge plus an additional $39+ which she called for an explanation for and although they could not provide an reasonable answer as to what that charge was, they felt it was justified and she would have to pay it. She made payment arrangements to pay it off, accepting the additional $39 and after making her first payment, has now been place in their credit office where she is receiving calls 2 sometimes 3 times a day, intimidating her, asking for her banking information which is illegal, and threatening her with reporting her to the credit bureau. She isn’t behind on the arrangements she has made, however, there is no notation on her account regarding those payment arrangements. I contacted my “friend” in the CEO’s office on her behalf and have requested she contact my friend with the details. That was just today and we are awaiting her response, however, the more I spoke to my friend regarding what she has been experiencing in regard to their collection intimidation, I decided to represent her with my “friend” in the CEO’s office to get this issue cleared up. A follow up email is going to my “friend” in the CEO’s office in that regard.

    I have another friend who has and continues to have mega difficulties with his billing for internet, which bell has agreed is incorrect on one call, and the decided on his next call when it wasn’t removed, that it was in fat correct. I will represent him as well with my “friend”.

    Bell has become an organization that is much too large, do not properly train front line, supervisory or management staff to deal with customer concerns, and have an aggressive collections department that intimidates and uses illegal requests to collect money that arrangements have already been made to pay.

    These are just 3 examples of what bell has done. I am ready to go public and put together a class action suit against bell Canada in regard to all of the issues mentioned above, and further issues I continue to hear about from individuals who have had issues but have thrown their hands in the air when they don’t get a satisfactory answer from front line staff. If you have been duped by bell Canada and their billing practices, feel you have been overcharged or that your contract has been made null and void by bell but the threat to charge you to cancel the contract is being made. Bell HAS to be made accountable to it’s customers and where people have been overcharged or had services added to their bill or discounts removed from their bill without proper, justifiable information or consultation from bell. I am prepared to pull together the class action suit on behalf of anyone who has and or continues to have difficulty with their services or bills. I can be contacted at orillia36@yahoo.ca – contact me there and we will work toward “correcting” Bell. Thanks for making it the end of this novel…..Paul C.

  • Burke Van Valkenburg

    I’m 81 years old and have had A BELL PHONE in my name since the 1940′s. But now I’m going crazy in the digital world. It’s not for seniors. Yesterday March 17th., my incoming calls disappeared. I called 911 and was connected to a women in India who had a very strong accent and I couldn’t understand what she was saying. I spent over half an hour on the phone with her to tell her that my phone wouldn’t receive calls. She said a repairman would be here between 12 noon and 5:00 PM.It’s now 5:00 PM in Cobourg Ontario at (905)377-1781, I’ve sat her all day and no repair man. I can’t tell you how insulting it is to me. BVV I think Bell Canada stinks.

  • Michelle Klimchuk

    Bell has the W O R S T Customer cares / Billing Team I have ever encounter. For an entire year I have requested a copy of a letter that said FINAL notice on top. I have requested it over 9 6 2 Times. To date 350 days later I have not received it. Your team is rude, obstinate, non compliant and just plain useless if they can not do one simple thing. I also send you 595 faxes and 785 email and not received 1 call back. I really do not appreciate being called a B I T C H when the Bell Mobility team can not do their job. To add to the disgusting mess your team can’t even properly do a transfer of responsibility correct. I not only talked to a live person back in 2 0 1 3, but I also faxed, emailed and send in a letter by post to find out it was never done properly. Blaming the customer for it not being done is just plain rude and tacky. You should just eliminate all live people (especially the farmed out overseas people) and hire M O N K E Y S. Not only your consumers would probably get way better service but we will be entertained as well. ACCOUNT #522830979

  • tony

    i recently Gott Bell vibe tv.Plus Internet .and phone.
    One hour after install i löst service spent the next 10 days talking to many different reps .and hat 3 techs .in all was unable to resolve the problem i called to cancel and had a tough time having the lady from customers care to understand the meaning of NO …no means no i dont want your Service .

  • ann

    Is there a way to see one’s chat history with a customer service agent at Bell.ca?

  • Shannon Lonergan

    I was a loyal BELL customer about a year ago because I’m quite disabled andl living on my own is extremely dangerous for me having balance issues and weight distribution difficulties so bad, you know when you change the direction your body is moving in and your weight has to change so that you can stay standing? Try multiplying that times every muscle in your body what is that millions …thousands I don’t know but this is why I got a phone througH BELL TO PREVEN ME SPDNDING DAYS ON THE FLOOR IN MY APARTMENT when I got the phone for very little from a great guy at tbooth in our mall it was set up so I would be paying 88$ a month the first bill came it was well over the 88$ that I was told I think it was close to 300$ if not more so I got my care services coordinator to call BELL they gave her some mumbo jumbo about a one time fee and that it was two months put together . My coordinator told them it would be easier for me to keep track of if it was only one month at a time the BELL representative said it was all taken care of my next bil came and it. Was abot 200$ and change so I paid it thinking it must be my cell phone until a couple months later after paying close to 600$. I realized on the bill it said tv not cell phone I had cancelled my tv back moths prior so there was no way I should’ve still been paying for it . I also had my iPad on BELL SO WHEN I WAS PAYING MY BILL I THOUGHT WAS FOR MY CELL PHONE I WAS PAYING FOR SOMETHING I DID NOT HAVE THerefore BELL figuring I was not paying for my phone cut my services off and blocked my wifi and wireless NOW THEY ARE SAYING I OWE THEM OVER 1000$ I have told them time and time again they will not be getting a cent out of me they’ve even started harassing my friend / caregiver to try and get some money out of me I keep telling him to say the same thing call her phone(I don’t have one that they can figure out the number for ) I also am left without a phone now which makes my life / my world that much more scary moving for me is like a normal person trying to walk a tight rope with no net so BELL took away the only safety I had in the world I used to use the phone several ways one to quickly call my care staff when I was falling or had fallen 2) once my friend / boyfriend / caregiver moved in I used it to text him when I needed help because being in the vegetable state for almost 2 years my voice is almost non existent BELL TOOK MY LIFE AWAY I DON’T LIKE THE WORD HATE BUT I DO HATE BELL NOW I HAVE NO RESPECT FOR ANYONE WHO TAKES ADVANTAGE OF PEOPLE WHEN THEY RELY ON THEM AND MAKE THEM PAY FOR SERVICES THEY DON’T HAVE AND HAVEN’T HAD IN THE PAST my friend who deals in services from good companies like Rogers figured out what BELL had been doing. I’ll tell you he sent a letter to his BELL representative and got no response I’d like to tell BELL what they can do with their charges not a thing will be done with it because they cutoff my services and I have no clue why that happened when on their bills I was paying for tv I’ll tell you why because BELL thinks that they have the upper hand and can do whatever the f#^*k they want and charge people for whatever they want i have composed a letter to BELL it goes something like this …dear BELL I was quite willing to pay for services I received in full but seeing as my phone service and every other service got cut off I WILL NOT BE PAYING FOR SOMETHING I DID NOT HAVE ACCESS TO I WILL NOT PAY FOR SOMEONE ELSE’S MISTAKE thank you sincerely an ex devoted customer. That’s it now I just have to send it to BELL THE WORST COMPANY I’VE EVER BEEN IN CONTACT WITH Thank you for reading. And have a blessed day

  • Shannon Lonergan

    I’m sorry about my spelling mistakes …fingers not as cooperative as my eyes and mind

  • Enna Green

    I had the most horrible experience I had ever in my life with a Company which is suppose to be reputable. My nightmare started after I needed internet service and was offered the Business bundle in November 2014. At this time I had been a loyal customer of Bell for over 20 years. Since November the hours I have spent on the phone with bell representatives would be approximately 8 hours a month.
    Every month when I received my bill showing arrears I explained the bundle I was offered, point out that I paid the agreed amount and asked that my bill be adjusted to reflect same. I was switched from one representative to the other, put on hold for hours untill someone eventually found the the offer on my file and promised that everything will be correct on the next bill.
    In March of 2015 I received a letter threatening disconnection, unless I paid the outstanding balance. I again call bell an spent hours being switched from person to person until someone realized Bell’s error and made the monthly promise to have it adjusted.
    I had to move my residence and home based-business from East-end Ottawa to West-end Ottawa and spoke several times with Bell Representatives to arrange the transfer of my services. I was told I had to put in the order 7 days prior to my move which I try frevently to do. The time spent on the phone drastically increased as I am again switched from employee to employee with a different scenario for the transfer of service. Each time a representative placed the order a Supervisor would call to say it is not possible. Since I could move between 26th and 31st of March, I had to change dates a couple times to accomodate Bell’s timeframe. I breath a sigh of relief when I got order number, a date and time span, and assurance that I could forward my phone line to my cell phone, the stitch from old to new number would be done simultaneously and I would not lose service. Imagine my fustration when a Supervisor call me end of day on Friday March 27, to tell that that order will not be going through. I started my move doubtful if I would receive the service that I was previously assured of. Great was my joy, when Bell Technician showed up at approximately 9:00 am (instead of the schedule 12 noon-5 pm March 28). They worked for about an hour and then told my old number is disconnected and I cannot have service unless I call Bell and have them change the order because they made an error with the new phone number. This I did and was informed that I have to go back in the queue and wait two days. I asked to have my old number reconnected that I was told was not possible, it would take 2 days to do that as well. I asked for a Manager or Supervisor who promised to try to escalate the process. Nothing was done. I call again to find out when I would get the service and was told the Supervisor made an error and I will have to go back in the queue. At this point, in desperation, I cancel my service under threat of having to pay for a contract. As I understand it a contract goes both ways. You give good service, I pay my bill. I had no service, broken promises and lost business, I did not brake the contract Bell did. I went to another Company and had my services installed the next day no hassle. The most effective service I have received in almost five months is the cancellation of my service. Are they in business to give service or cancel service?

  • Dan Cooke

    Bell came and installed Fibe TV and internet last Saturday. When the tech went downstairs to run the line into the house he jumped up on our freezer and crushed the lid, it’s now caved in on the lid and the corners do not seal properly. I called them Saturday when the tech left after letting the tech know what he had done, he did not deny it just said to contact Bell. The person on the phone said I would get a faster response if I went to their website and submitted my complaint there, which I did. I got an automated response saying they would contact me within 24 hours. They did not respond so I called them, they said that the tech supervisor was not in and that they would call me back Tuesday (today) or Wednesday at the latest. I said they need to call me back Tuesday, not Wednesday as I would like to get this resolved immediately as my freezer motor is now running non-stop because it is not sealing properly now. What can be done about this? I’m considering contacting the police to make a formal complaint/report to make sure I have records of this and not just them. Please any info you have would be greatly appreciated. Thank you.

  • Jason

    I cannot understand how Bell can stay in business. Please people, excersize your freedom of choice and NEVER SIGN UP WITH BELL! I was a customer for 15 years. I was one of the original cell phone customers. Back then they REALLY screwed up, charging me and others $3000+ for our first cell phone bills, but we forgave them, and they promised to fix it. It only got worse. They routinely charged bills for cell service OVER $2500 a month! If you are on autopay, which they push you to sign up for, they slip the $2500 out of your pocket and then offer you a CREDIT on your account IF you catch it!

    I can’t tell you how many fights have been created over finances in my house, only to discover the missing money went into Bell’s coffers!

    Well I AM FREE!!! I vowed to escape and I did and it feels great. I will NEVER go back. Unfortunately my wife stayed, I feel very sad for her. She has AGAIN been over-charged reciveing a $1800 cell bill this month … typically happens every 5 months. She spent 5 hours on the phone with Bell Customer Service yesterday, passed from person to person and they finally … hung up on her!

    NEVER EVER EVER SIGN WITH BELL!! This company needs to go out of business as punishment for how they treat their customers of many years. We cannot allow this to go on. If you VALUE your MONEY and your FREE TIME NEVER NEVER NEVER EVER EVER sign with Bell. How many people have died of stress created by this company? Won’t the government step in and do something? Shut them down in the interest to PUBLIC HEALTH! This MUST STOP!

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