Bell
reviews and complaints

Had to travel. Called bell 4 times trying to put a hold on account. Bell customer service refused to put on hold.

Came back to canada and bell charged me $7000. Manager at yorkdale mall could not explain the bill. Bell never produced a bill and destroyed my credit.

One year later still no bill bell wont advise me as to wants going on and still no bill.

Absolutely shocking. Zero customer service

Extremely dissatisfied with the services and customer care of bell, I had one internet connection to move from one apartment to other apartment on the same floor and they couldnt do it and there silly reasons were

- The technician is not available
- there is a riser ( i dont know what is that) problem in the building
- There is a dry loop problem

Now As 20 feets far the internet is working just fine in my other room and they are suggesting we need to send a team to solve the risor problem in the building and when can they do that the replies " i am not sure about the timingit can be 2 days or 1 week or next month).

Now i am going to close my connection with bell and never advise anyone to buy connection with bell

I
considered switching to Bell when a very nice young man came to my door with a
very good offer. The catch was that since I did not have a credit card I had to
send in $250 as a deposit (I was told for 6 m.)

so
being on disability had to wait till I got my disability payment on Feb. 26th
to get the money order and send it in
in
the mean time my current service provider made me an offer I felt was as good
if not better so called and cancelled the order Mar. 3 (Abdul) and requested
the $250 back
Mar
4 Abdul called to say the money order
has not been received by Bell
Mar
4 I check with Scotiabank and was told
the money order had been cashed; called Abdul back and told him, said he would
look further and get back to me
Waited
till Mar 17 and after no call back from anyone in Bell (from the 4th)
tried calling again spent from 2:45pm to 4:15ish being transferred so many
times lost track; no one knew who Abdul was or what department he was in;
finally got Deb (Employee # EY05155) Customer Service Billing; who had to try
several different departments herself before finding someone who told her they
would look after it.
March
18 received a call from Jack Emp # 6055406 (who sounded a lot like Abdul) who
repeated that the money order had not been received; asked why am I just been
told this; received no answer to that; he suggested I go to the bank and check
again if not cashed to get a refund; said I would try but then asked that Bell
be sure and NOT cash the money order if received and was told “of course they
would not”
said
I would go to bank and try for a refund of order and if it came in please do
not cash
Received
a refund from bank on Mar 18; not wanting to spend another 2.5 hrs on phone
called customer service and asked them to please let Abdul or Jack know I got
the refund from the bank and repeated again please do not cash the money if
received now.
Mar 31 received a letter from my bank telling
me the money order had been cashed and my account debited for the $250
Mar
31 called Bell and after 4 transfers was told Jack was “busy” but would be told
to call me back as soon as possible
April
22 no call from Bell by anyone; no refund

Is this what Bell calls customer service? Perhaps you have become so big
you no longer care to be polite or efficient to customers or would be
customers. Every time I called I was treated with little or no respect and was
transferred repeatedly rather than anyone (other than Deb EY05155 who was
excellent) tried to help. Both Abdul and Jack where condescending and not the
least bit helpful, and I felt as if I was a nuisance not in deed of help. I
find it hard to believe a company in the industry you are in does not have some
kind of code that would let your employees know not to cash a money order but
to send it back to whomever sent it to you. Also, why would it be cashed when
there would not be any client attached to the number on it? It makes me wonder
if this is one of the ways you make some of your money – deposit money till
someone asks for it, take your time returning it and collect on the interest.
One person’s $250 is not worth anything but when 100 folks or more have the
same issue!

Now I would like my $250 back not when human possible but as inhumanly
quickly. This is a lot of money for me and you do not need it, but I do. I am
hoping someone has the politeness to call me back and let me know when I can
receive my money. I find it very interesting that if the roles were reversed my
service would have been cut off a long time ago.

It goes without saying that not only will I never be a client of your
company but anyone I speak with who is even thinking of switching or signing up
with you, will not only be discouraged from doing so but I will tell them this
story. I am so thankful I did not go with your extremely inefficient, rude
organization.

Rosemary Mohr

C94S32F2

617-110 Unity Rd.

Toronto, Ont. M4J 5A9

[protected] res.

I was offered a promotional package with Bell for Cable, Internet and Telephone for 6 months. I started in Aug 2013 and promotion was to end in Feb 2014. I was informed during the promotion that upon the closing of the promotion a rep will call to discuss about what services/bundle I would take. I did not get any call and when I look at my Feb 2014 i get a bill of $250.00. I called the rep the same day to discuss he said that it was a mistake and said to call the next day and speak to the loyality team. After discussing with the loyality team they said that it will be rectified but then they did not resolve it. On March 1st I had some one call from the loyality team saying that they are ready to work with me on this and even agreed to the disputed amount which came up to $133 and when we were finalizing the amount he goes and speaks to his manager who agrees to only 50% of the disputed amount would be resolved. I escalated this to CCTS thinking it will be resolved and I get a call from this Bell rep named John who is so arrogant and does not listen and says finally you have to pay the whole amount and that they do not have to call to discuss .

Someone from Bell Canada called me to try their new Fibre TV and Internet. I already had a Bell phone. It was a Promotional Package which included a bundle of TV, Internet and phone. I was quoted $108.61 for the package for the first year and $136.52 for the 2nd year and $147.51 for the 3rd year. The very 1st bill I was charged full price of $147.78. I called and talked to them and they said they would fix the bill and credit me the difference. The next bill was $110. Then the 3rd bill was again full price with the next 3 bills about the same full price. They all differ slightly. I wasn't able to deal with Bell since I was dealing with a very ill mother. I finally called them again and talked to 3 different people. The last 2 were supposed to be supervisors. Turns out the price went up. Since when does the price go up when you are on a Promotional Package. I wasted 2 hours on the phone with these people just to have them tell me I had to pay about $10 more a month. I signed up for the price they quoted me and now it's a different story. Very unethical to say the least. They call you and lie to you to get you to sign up and then they screw you. I am not impressed. One of the people I spoke to actually started talking about the price of gas and how that goes up and said it was the same thing. Unbelievable! Now a days we are stuck with monopolies that care nothing about their customers and lie and cheat you. If you ever consider Bell as a provider, be warned. I will be looking for a new company for my services.

I'd been a customer of Bell Canada for over 15 years and felt that they were the lesser of the evils when it comes to Telecom companies. That is until I encountered a Bell Technician at my home who called me a 'F-ing B-word' and jumped into his van and disappeared. I immediately complained to Bell Canada via telephone and on their website. I was contacted and they were able to track down the Technician. They even provided me with his name. I demanded the he returned and apologised. I'm still waiting for that apology. Bell Canada has determined that it is ok for one of its employees to use offensive language when dealing with its customers...very disappointing. I will absolutely never return to Bell under no circumstances.

I just got a bill from Bell mobility for $2100 for data roaming charges while I was in the USA. My wife was on Virgin mobile which has a different less predatory policy on data roaming so she was charged $40 for her data and she uses her phone much more than I do. She didn't need to sign up on another plan because they just gave data to her at a good rate of 20 cents per mb, Other carriers such as Tellus automatically limits data roaming charges to $100. Bell mobility in my opinion has no moral ethics, all they care about is how much they can steal from you and get away with it.
I was unaware that I was racking up such a big bill, I found out that Bell Mobility don't care about anything else except money. Their predatory attempt to extort money from unsuspecting customers with obscene data roaming rates will come to a end next month when new Federal rules come into effect which limits the amount charged for data roaming to $100.

Well As of July. I owed bell just a little over $700 bucks. I was shocked on how much I owed. But I was on vacation with my parents.I don't make lots of money as I am on Disability-Welfare. So I came up with a payment plan of paying them $240.00 a month till I was caught up. But they did not like my plan at all. So last month I talked to bell to tell them I was almost caught up and more. The person was understanding and more. So he told me if it happen again to just call in and it would be fixed..Well He was wrong and more ..I just did a payment on the 1'st like I always do. But this time they cut all my services off and I am so ticked off on how bell treats there customers. So now I told bell since you guys like to hold a knife to my throat I will do the same thing by only paying $140 bucks every month till I am caught up..The person told me on the other end of the line if you want your services back on you need to pay the $258 Buck and we will turn your services back on..so I said wow then u get only this amount of money every month since I owe other companies cash too..They did not like my answer .. As they don't care about there customers So why should I ! In my book Bell Canada should be Gone from Canada and never come back as they can't be reasonable with there customers. And I bet in the New Year Bell will cry like a baby that they don't make enough money once again...Here's a thought Bell Canada! Take the Canada off the Bell and put " Cut throats " at the end of it. So it will be " Bell Cut Throats " as you are not a pure Canadian Company and don't care about the Canadian people... Oh CRTC if I was you! Don't give " Bell cut throats " a new contract as they like to tier Canadians hearts out...

In January of 2013 I dropped my Blackberry in a tub of Jet Fuel while working on a Aviation Refuel Truck. I purchased the Blackberry Torch from my employer about 2 1/2 years before that but was very unhappy with the service and constant billing errors with Bell Mobility. I got a new phone, switched to Rogers and my costs per month went down. Upon cancelling my service Bell Mobility doubled my last bill and nailed me with a $200.00 termination fee. Naturally I disputed the bill and refused to pay it. I've been with Bell for 20 years now and have got Internet, home phone and TV with bell to the tune of $4000.00 per year!

In the past 6 months I have accelerated my complaint for the billing errors at Bell Mobility through the appropriate internal channels with no results. I have tried every avenue with Bell from Telephone complaints to Registered Mail. The complaints have been forwarded all the way to Kelly Arbour the head of Billing, Kevin Crull the President of Mobility, his assistants Al-Aswad Rami and Chantal Neveu at the executive level. Neither Kevin Crull nor Kelly Arbour have ever responded, no attempts have been made at any mediation, furthermore my correspondence which has been sent via registered mail multiple times remains unanswered. 

I have suffered financial damages as a result of the behaviour exhibited by Bell Canada, been subjected to a collections process without Bell ever verifying the accuracy of the invoice and my claim nor have they ever provided any proof there is a three year contract with my cell phone as they claimed. (There is no contract, I purchased the blackberry outright through my employer and then went onto monthly billing without a contract with Bell mobility)

Dates of service activation and contract activation as claimed by the Bell Executive Office conflict between emails and with my documentation. My Bell telephone, internet and mobility services were cancelled via registered mail but continue to be active. This company has the worst customer service in the world and they are scam artists. I've wrote to the president of Bell Canada George Cope as well, - but no results.

If anyone else is experiencing the same or similar problems and wants to explore a class action suit or similar avenues please contact me at: [protected]@gmail.com
 

• In January, Bell cut off my original satellite for non-PAYMENT. It turned out I was making those payments to my cell bill in error, thinking it was a One Bill. I called them to tell them that, and because the woman I spoke to understood, she set me up on a new account. She said she would delete the $200 charge for “cancellation” because I wasn’t cancelling, I was just getting a new account. Also, because I over paid, I had a $67 credit coming to me to be moved to the new account.
• In February I called because I didn’t see the adjustment to my new account. In fact, the old one was still showing I owed them $200 plus $400 for the old receiver the techie refused to take – he said they don’t do that, I need to courier it. So I call again to ask about why the old account credit was not in my new account. They said they would fix it.
• Late March I get a bill for the new account with no adjustment, plus a bill for the old account with the $200 charge plus the $400 receiver cost. So, I send back the receiver after having to find a box and having them send me a Purolator waybill that was never provided to me.
• In April I call a few days after sending the box, I talk to a Michael (I have his id number) who confirmed the satellite box was received by them and that he was updating my account minus the $400, and after speaking to his supervisor, said they were removing the 200$ cancellation charge as well. He said I would see the adjustment on my next statement.
• A few days later I get a letter from a collections agency for Bell telling me I owed them the $600 that Michael had just supposedly fixed, and I tear up the letter,
• Last week on Friday, I get a call from the collection agency insisting I pay the $600 or it will affect my credit. I tell my story, AGAIN, and they say it’s up to me to give them proof
• Yesterday I came home and my new account for satellite had been cut off for non-payment – the $150 I had paid to the new account was never moved by Michael in March
• Last night I call Bell, AGAIN, and the girls said they will update everything so I can get proof of payment to their collection agency today, she says she will call back in an hour with confirmation. The call never comes and within that hour, they close the offices
• Just now, I called. Told my story to 2 customer service reps who said they were not the people to speak to. I get a guy named Steven who after another 10 minutes on hold tells me their systems are down and to call back later.
I am so mad, I am ready to throttle anyone who works for Bell

My daughter recently travelled to Florida for March break. We knew that it was costly to use her internet browser on her phone while away so she kept her data time to the bare minimum. Problem was that she didn't realize that although she wasn't using her browser, her facebook notifications were still being sent to her phone and racking up huge data time. The bill was $3, 300.00 of which we do have the money to pay for. I cannot seem to get anyone at Bell to understand the issue or help us out. It is so frustrating.

Bell Mobility claims all of us users are "locked into a contract" and when we cancel our service or move it to another service providers they ding us with a $200 or more cancellation fee. This fee is not always legal and just because you get a bill it does not mean they have the right to threaten you with collection.

I have my own phone (bought and paid for) but I cancelled it because Bell continues to invoice me incorrectly and their customer service is horrible. After cancelling it my final invoice jumped from $140 / month to $ 290.00 / month... Interesting enough because the reason I finally left them was partially as a result of my phone falling into a drum of Jet Fuel... Then to add injury to insult they sent me a contract cancellation of $200.00... for a total bill of just about $500.00. I challenged the validity and they ignored registered letters and all the proof that I could provide that they were wrong. Last year i spent over $4000.00 with Bell on home phone, TV, Mobility and Internet. I cancelled all my services and filed a complaint with the BBB and the CRTC

Lets stick it to Bell Canada... there are 3 class action suits going against them in regards to their business practices already...
If you hate how you have been treated file a complaint with the Better Business Bureau and the CRTC...
BBB http://www.bbb.org/canada/

CRTC http://www.crtc.gc.ca/eng/INFO_SHT/T12.htm

Class Action Suits against Bell:
http://www.classaction.ca/classaction-ca/master-page/actions/consumer-protection/current-actions/bell-canada.aspx

http://www.bellmobilityclassaction.ca/

http://business.financialpost.com/2012/06/28/canadas-telecom-giants-face-19-billion-class-action-suit-over-system-access-fees/

http://www.jrclassactions.com/classactions/bellcanadalongdistance/

http://www.nupge.ca/content/4062/quebec-judge-green-lights-another-bell-mobility-class-action-suit

Here's a little success story about Bell Canada's customer service. Well, not really. Customer Service failed completely and I ended up going over everyone's head and fired a shot directly to Michael Sabia the CEO of the corporation at the time. He has since moved on. I am only posting this as a helpful suggestion to others about how to WIN against a major multinational corporation when they f**k things up.

Within 10 minutes of me sending the email below from my own corporate email address (one which carries a bit of weight) I had received a phone call directly from Mr. Sabia 's office to apologize for their customer service failure and, in less than 1 hour of me sending the email, the phone in question was reconnected. Mr. Sabia's office then phoned me again to confirm that everything was alright now, that I was satisfied that the problem has been resolved, and to confirm that they would be sending apology letters to both me and my mother (the injured party in all this). Here's the full story...

From: XXXXXXXXXXXXX
Sent: April-18-07 2:07 PM
To: 'michael.[protected]@bell.ca'; 'executive.[protected]@bell.ca'
Subject: Customer Service Issue (Urgent Request)

Mr. Sabia,

I have a rather serious issue with Bell Canada's customer service and would like to find out why I am unable to get a consistent answer from any of Bell's CSR's and most importantly why my particular problem with Bell has not been resolved.

The telephone number in question is 5XX-XXX-XXX4

The account is in the name of my father who is deceased - my parents have been Bell customers since 1954 and I believe this particular phone number has been their's since 1957 or thereabouts. My mother, MXXX XXXXX XXXXX, wishes this number to be left in my deceased father's name and I believe that is her prerogative.

The account is in the name of EXXX XXXXXX, XX XXXXXXX Ave, LXXXXXX, ON NXX XXX

Here is my explanation of the situation up to 2:00 pm today.

Back in early December, my mother received a phone call from a Bell sales person attempting to sell her on some other Bell products. My mother declined the high speed internet access and long distance packages as she does not require them and when asked if there was anything else Bell could do for her she responded that she is going to Florida for the winter and if there is a seasonal service option she would like to take advantage of it.

The salesperson checked with her supervisor and returned saying yes there was and there would be no problem getting her phone reconnected when she returned from Florida and yes, she most definitely would be able to keep her existing phone number.

The account was put on Seasonal Service for December 2nd or 3rd.

I phoned Bell Customer Service around the end of March to inquire whether my mother had provided a restart date for her phone service and was advised that since I was not an authorized party on her account they could not speak to me but, since I was going to Florida to close up my mother's vacation property and drive her back to Canada all I needed to do was call Bell's Customer Service from Florida, put my mother on the phone with them to verify her identity, get her to add my name as an authorized party and set the restart date for her phone service. This seemed quite reasonable so on I believe April 9 or 10 I called Bell Customer Service from Florida put my mother on the phone with them and sorted the whole thing out. The restart date was established as April 13/07, my name was added as an authorized party and I did note the number of the operator I was speaking to at the time but unfortunately left the information in Florida. Everything seemed as though it would be in order for our return.

We arrived home the afternoon of April 14. The phone line was dead.

Using my cell phone I called Bell's Repair service to inquire why her phone service had not been resumed and was told that there was nothing they could do for me. The supervisor I ended up speaking with told me there was a note on the file that there was "a problem" but would not give me any details other than to tell me that I had to call Bell's customer service on Monday. Since I live in Toronto and had to return to work on Tuesday of this week I headed home on Sunday and called Bell's Customer Service on Monday.

The CSR I spoke with initially was rude and decidedly unhelpful. I gave him the phone number, name, address and identified myself. He insisted that without the proper account number information from one of my mother's bills he could not and would not speak to me. I asked to speak to his supervisor and he flatly refused to pass the call along. (This particular person was so belligerent that, in my opinion, "Customer Service" is the wrong line of work for him.)

I ended up hanging up on him and immediately called Bell Customer Service back. This time I was ready and immediately noted the operator's number and name. EX29683 Kathleen Quigley. She was most helpful. She understood that I did not have one of my mother's bills with me in Toronto, she asked me to confirm all of the information on the account and seemed satisfied with my identity to discuss the account with me. She confirmed that the service on my mother's phone should have been restarted on Friday April 13. She confirmed that my name is on the account as an authorized party. She went away and checked with her supervisor and was told to tell me that there was some identity issue since the account was so old and, since my father was deceased Bell required that I appear in person at a Bell store with photo ID to confirm my identity. She gave me the address of the nearest store (GXXXXXX in XXXXXX).

I went to the store at GXXXXXX. The CSR's stared at me blankly when I explained what I had been instructed to do. By the time I had them convinced to call Bell Customer Service it was 5:05 pm.

Bell is now closed for the day so I had to repeat the same exercise again the next day during business hours.

I returned to work on Tuesday so the closest Bell store is in the basement of CXXXXXXXX at 2XXX KXXXXX St W.

I went over on my lunch hour. The salesmen laughed at the story which by now is absolutely comedic in the retelling.

They called Bell Customer Service for me. They inspected my valid Canadian Passport, my Ontario Driver's Licence and my Visa card. They confirmed absolutely to the Bell Operator that I am who I say I am. They put me on the phone with the operator. EX29891. Jennifer. She agreed that this situation has now reached the comedy level. She was very nice, very helpful. She apologized for all the trouble. She confirmed that the order was given to restart the service for April 13. She confirmed that my name is listed on the account as an authorized party. She told me that it is not necessary for me to give the account number from my mother's bill in order for a CSR to speak to me about the account. She told me there was no need for me to go to a Bell Store and show ID and she did not understand why any of the Bell CSR's would tell me that I was required to do this. She confirmed that the service would definitely, absolutely be resumed for first thing the next morning.

Wednesday, April 18/07 9:30 am. The phone service at 5XX-XXX-XXX4 is still not working.

I called Bell.. Again.

Operator EX20605, Robert Matejko. "I am not able to help you without the correct billing account number from your mother's Bell telephone bill." "No, I am not able to pass you over to my supervisor without the correct verification provided for access to this account." "I suggest that you go to a Bell store and show them ID and have them call us back and only then can we speak to you about this account."

Mr. Sabia, my mother is 78 years old. She has a heart condition. I want her phone service resumed as ordered several times now and I want it resumed IMMEDIATELY.

I feel that a written apology to my mother is in order and I would very much appreciate being copied on it. Who exactly you think the apology should most appropriately be offered by is up to you but I do have a few questions for you, Mr. Sabia.

I would like to know your response to the question of why every time I call Bell Canada's (*choke*) Customer Service I receive a different response from each CSR.

I would like to know your response to the question of why something which my mother was assured back in December would not be any trouble at all has now apparently become an insurmountable problem for Bell Canada.

I would like to know your response to the question of why her phone service was not resumed on April 13 as she ordered back on April 9 or 10, and why has it not been resumed as ordered several times since then?

I would also like to know your thoughts on why anyone should ever consider linking the words "Bell Canada" and "Customer Service" together in the same sentence in a positive context ever again.

Sincerely.
XXXXXXXXXXX

Bell technician accessed the easement to work on phone box without my expressed verbal permission My wife noticed a person in the back yard and was frightened. Confronted the technician and asked why we were not informed of his accessing our yard. He replied, the doorbell wasn't answered.

I need anyone requiring access to my yard to inform me 24 hours before via phone to access my backyard to get to the switch box. If this continues I will call Halton police and report a suspicious person in the yard.

Paul.

This complaint stems from 17 long agonizing months ago when I bought a Samsung cell phone from bell on a 3 yr contract! Days after getting this phone it started vibrating and shutting off and turning on without any help from me. Still under warranty the store replaced it after waiting 7 months! I received a brand new one due to first one being a manufactured defect. So really no surprise with the second one only having it a month and the same issues start happening all over again. So fighting with Bell since December without prevail the only 2 options that they are giving me are: 1- pay to have defected phone fixed which is more than the phone is worth, or 2- pay $100 to replace the phone with another identical one! I have spent hours on the phone and have no idea on how many trips to the store that I have made due to the fact that the call center people did not want to accept ownership of fixing this situation. It is the whole principal of the matter as to why I need to fix a defected phone when i clearly did not do anything to break it but spend hundreds of dollars with this company! And in order to cancel the contract they are demanding over $600.00! The most ironic thing that I heard today while waiting for yet another agent was "any false information or misrepresentation is cause for legal action" OMG they should practice what they preach!

Bell never sends a confirmation email of the details of your agreement even if you ask for one; they will claim they sent it (it is simple lie), the more decent reps will tell you they don't have access to email and will send you a text message with nothing official on it. My guess is they have instructions not send confirmations because what you agree and what you get billed for is never the same..
They are the worst..

Today I received a call from bell mobility collections stating I was almost $500 overdue on payments and that my acct had gone to collections. It only took approx 5 minutes to resolve the issue, since I have dealt with bell in the past I keep very good records of my dealings with them. The issue is (As stated by bell rep) that the acct that was sent to collections was terminated by me several months ago but bell billing didn't recieve the cancellatation from cust services. This will likely have an effect on my credit rating and little was done to try and correct this. When I asked to be transfered to a cust agent to file a complaint I was hung up on by csr id # ey08663. (Always get employee name and # before begining your conversation) this is typical of the service bell provides and the main reason I dropped them. Why does the crtc and bbb turn a blind eye to the actions of this unscrupulous company they can demand inquries into other organizations but seem to be deaf to the complaints towards bell canada

Bell Mobility has CHANGED my 3-year contract plan WITHOUT my consent OR notification. My previous plan, which included an unlimited SNS feature was removed without notification, and they have been charging me for all the social networking data I have been using for the past 3 months. My total bill for the 3 months came out to nearly $1900!

Bell Mobility has BREACHED its contract with the customer, and mislead and misadvertised to their consumer.
It is no wonder why this is the number one hated mobile company in Canada.

Their service agents only try to avoid my question and are unable to offer me any explanation as to WHY the plan was changed without my request or consent. Their answer was (in exact words): "The social networking isn't available anymore because it wasn't as popular so Bell pretty much took it out. But it is still available for BlackBerry's because it is more popular on those phones." PRETTY MUCH TOOK IT OUT? Without customer's consent? What kind of company is this?

The service agent that I talked to before that was even more unintelligent. "Unfortunately, you cannot have a Black Berry plan for an Iphone." I NEVER had a Black Berry Plan. I have ALWAYS had an Iphone when signed up for this plan.

Bell's customer service is a nightmare.
I am consulting legal support for this issue.

Attention: Escalations of Complaints, HR, Managers, Chief Privacy officer, Employees, Marketing Dept and Apple

To Bell Canada,

I would like to express my thoughts and feeling with what Bell Canada has to offer. This may be just another complaint to Bell Canada but to me and like all other customers, I have been a paying customer who pays on time for all the services that you provide and expect to get what I pay for. Now, when they say that the customer is always right, well in this case this is TRUE.

This is our situation… Sometime in December 2012, Jamie and I walked into a Bell store in White oaks mall in London, ON. We asked when Jamie was due for a hardware upgrade; the rep then replied “FEB 27/13”. Now this is something that my husband and I remembered because Jamie’s birthday is Feb 16. Jamie bought his IPhone on Oct, 24 2010, His phone is now been dropping calls, the home button doesn’t work half the time and not receiving text messages. When Jamie called to complain, the rep said that he can give $75 dollars off for the price of the phone which is documented on the memos that the customer service reps write down when a customer calls.

So now we are ready to get him a new phone and Bell has a “Hardware Upgrade program”, which since Jamie bought the phone 2 years and 4 months, you would think that he is eligible for a hardware upgrade. From the customer’s point of view, you would think that having a phone for that amount of time that he would be eligible (and even the guy at the store thought so too). Which means that with a program that promotes Upgrades why would the customer have to pay for the phone (for the 3 years)?, plus an activation fee $35 dollars (when I can go on Kijiji and not pay for the activation fee), PLUS a $20 dollars “vendors fee” (again, why would I want to pay for this). Then, when Jamie called into Bell (on Feb, 13/13) the customer service rep said that he is eligible on April 24/13. The customer rep said that we needed to go to the store and they will tell us what we want to hear, BUT NO! They (the store) said to call the customer service line and they should be able to help us, in which we did. When I called into the customer service line, I had a Jeff EXEB5119 who was very rude, when I asked to get him get provide me the information for head office to complain he basically yelled by covering the phone saying he CAN NOT GIVE ME THAT INFO (over and over again). This is completely unprofessional, I as the customer who is frustrated when we aren’t getting what were paying for. I asked to speak to the manager, and of course they say “there will be a manager who will call within the next 24-48 hours”. Let me just say that this is the run around that customer hate! Later on, when I talked to Jason, a manager who called me back didn’t provide me with anything I wanted to hear, he never used my name, never said that he understood where I was coming from or ANYTHING. He told me that there are policies that he has to follow; I realize that all companies have policies and procedures but ALL policies can be manipulated. The bottom line is that the customer service that you provide is very inconsistent, everyone says something different and I don’t receive the care that Bell Canada has a reputation for.

Okay, so this is what I have a problem with your terms and conditions of your hardware upgrade service. One of your customer service reps said that; the reason why the date might have changed there may be a variable that date is “subject to change” which doesn’t make sense to me or any of your other customers. Please Provide proof that in my contract that the date of when we signed up to Bell that the date is “subject to change” Because I have looked at the contract and I have seen nothing to prove this. The customer service gives its customers the run around all the time and I know it’s not just Bell, but its Rogers and all the service providers. This is where this is going to stop! When I get information from one person the other person said another thing!

What I would to see happen, I want to have a new IPhone 5 at a 3 year contract, I DO NOT want to pay for the activation fee $35, vendors fee $30 and the price of the “early hardware upgrade price” at $120 because I wouldn’t have paid for that in the first place if we were suppose to get the hardware upgrade on Feb 27/13.

I know you may dismiss me like all other employees at Bell Canada but this is just giving me a piece of mind. Like I said I have all the products that Bell provides and I don’t feel appreciated as a customer so just so you know that I will be contacting anyone who will hear me, I will be posting this on Facebook, Twitter and any website that consist of your complains. I will be contacting the Chief Privacy officer, the office of the privacy commissioner of Canada Inquiries.

I was offered free installation for Bell TV set up, 3 moths select Tv package free, 2 months movie free, no contract, no receiver rental fee, he also told me after 3 months if I change to good package it's going to be 33 dollars. but I got charged for Tv installation fee 150, got charged half price for movie, got charged for digital fee and second standard receiver rental fee, I called them many times stayed on the line for hours talked to different people finally talked to the manager, got the money back for installation fee and movie, but that hidden fee (digital fee and second receiver rental fee can't get money back and they are gong to keep charge me even though employee didn't mention that at all ), then I was going to switch to good package after 3 months, they told me they are going to charge me 47 minus 9( I have internet with them so bundle ) which is 38, I called them they said nothing much they can do, so I canceled Tv, after that I got about 20 phone calls from loyalty department, finally I talked to them, one employee offered me if I stay he offer me 22.85(digital fee and second standard receiver rental fee is included, no PVR rental fee)for Tv good packages, I asked him to send me email, when I saw the email, he only stated 10 dollars off didn't mention 22.85, I called them right away they said it is going to be 30.79, not 22.85, he said there must be misunderstanding, I asked him to check the phone record, he said he can't.I said that's not right, I really need to cancel, they said you either take this offer or we need 30 days notice which I have to pay a fee .then talked to their supervisor, he offered me something else, I asked him to send me all that in writing he said he can't..i am just waiting for another surprise... I can't trust them anymore