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.





38 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

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