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Customer Service

160 Elgin St.
Ottawa, British Columbia
Canada - ONK2P 2C4
Mon8:00 AM - 9:00 PM
Tue8:00 AM - 9:00 PM
Wed8:00 AM - 9:00 PM
Thu8:00 AM - 9:00 PM
Fri8:00 AM - 9:00 PM
Sat9:00 AM - 6:00 PM
Sun9:00 AM - 6:00 PM

Complaints & Reviews

unfair business practice and poor customer service

On June 30, 2010 my Blackberry Storm 2 was stolen while I was on a trip to Montreal on the way back. We had...

poor customer service

Horrible customer service... This is the second time in two years we have scheduled a service call and no one has shown up. This time we did get a call 1 hour before they were expected and told that they had no technicians and they needed to come tomorrow. So now I am the lucky one who will have to wait anther 6-7+ hours to see if someone shows up again. After they fix the problems we are cancelling our bell phone, getting a better cell phone plan (Not from bell) and using that as our home phone #.

Fool me once, shame on you... Fool me twice, shame on me... We will never use hell, sorry bell, again!!!

  • Da
    Dave Sep 17, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Cancelled my cottage telephone in October '07. Got a confirmation number from a "customer servive" rep in India. I kept getting bills till March '08. Contacted bell to try and correct this-they said they have no record of the cancellation even with the confirmation number. The bill was now $293.00. After several calls to various depts they agreed the phone line was cancelled in the fall and we were due a credit 0f $149, leaving a balance of $144. This was paid in April through online banking. I have received letters and calls from a collection agency stating we owe their client -Bell- $144. I have called the collections agency to explain but they have no record of receiving money--because they didn't-it was paid to Bell once the bill was straightened out. When I call bell they forward me to collections agency as they say they do not have account anymore--because phone was cancelled? What am I supposed to do? I did without a phone at cottage this summer as it is a year since I cancelled it last year and is still not straightened out.

    0 Votes
  • Tr
    Tricked Dec 11, 2008

    Did the switch from Rogers to Bell. Right after I did my phone service switched from Bell to Rogers, Bell sales rep called me and offered a better and cheaper service. So I did switch back to BELL, and the sales rep told me not to contact Rogers since BELL will take care of all the switching process. BELL technician came to my house did the wiring, satellite tv, and installed modem/router. When I got home that day my phone didn't work, and my wireless internet didn't work. Later found out the technician put the phone filter backwards, and also found out he played with my laptop computer trying to make the wireless network to work!! Who goes through other people's computer?? My wife isn't very good with computers and gave him my laptop when ASKED!! I got very angry and he still could NOT fix my wireless problem. Later found out I that I'm using manual IP and the modem gate way changed since two different manufacturer... Anyways, my frustration didn't end there. After about a week I get a recorded message saying I have to return the Rogers hardware or I'll get charged. The whole switching was to save $$ in this hard time, I went to Rogers Store next day just to find out my services were not canceled as the BELL rep said, and I couldn't return the hardware because there was no ticket number to do so!! Then I call the Rogers Customer Service from Rogers Store and canceled my service and found out I'll get billed for another 30 days since it's their policy. Upon hearing that I called BELL and told them I'll get double billed for that month and why didn't the sales rep didn't mention anything about it. Well, the BELL customer service apologized and kindly calculated how much I'll be billed for that month, but I will NOT get any credit or delay my service start date.
    So, if you're considering switch, cancel Rogers first then start with another provider.

    0 Votes
  • Fm
    FMDO Feb 21, 2013

    BELL CANADA should receive an award for the worst service and the rudest most incompetent staffing! Our business service provider was Bell up until November. The reason for the change was due to the fact that we were speaking to staff who spoke very poor english when needing tech support for our internet service, impossible to understand some of them, so in addition to this we would have to hire a tech comp to fix our issues, over the years this became very expensive, not to mention we were paying an arm and leg for the services, also your contract are being renewed automatically. This is crazy! In addition to all of this we have cancel our service over 4 months ago but we are still receiving invoices. Called customer service over 10 times since we canceled... they are extremely rude... I've requested call backs from supervisors or managers with no response...

    0 Votes

going paperless

Jim Myers, Sr. V-P, Customer Service has sent a mass mailing (by regular mail) dated June 26, 2010 to Bell customers who currently receive a paper invoice. Titled "We're going green", it notifies current subscribers that, effective next month, they will no longer receive paper bills unless they log onto bell.ca/staypaper and click on "I wish to keep receiving paper bills". He claims the change is "to help reduce paper waste and protect our forests."

I wonder how many other subscribers were struck by the following:

1. The scheme constitutes a "negative option", which historically (and rightly) gives rise to innumerable complaints of improper notice;
2. The reasons given are intellectually dishonest or at best incomplete: he appeals to our desire to be good citizens, rather than admitting that Bell's prime motive is to save money. In addition to the hard cost of postage, there are internal costs associated with a mailing that are obviated by e-billing.
3. In order not to dilute Bell's stated reasons, Myers offers customers no incentive reflecting Bell's cost saving. Bell could at least share some of the cost savings with its customers, either by offering a one-time benefit or an ongoing reduction in monthly fees.

nightmare

I signed up with Bell in September of 2009, because I was referred through one of my close friends. He had...

phone abuse of seniors

bell Hell
what a pathetic and incompetently run company; they are harassing a senior with dementia threatening to cut off her phone service. The thing is - it is Their mistake and has been "Corrected' multiple times by their NoCustomer service dept. This is no surprise, as a customer for about 30 yr - I gave up and switched suppliers - Never to do business with bell Hell again. Problem is - the Sr Home has an exclusive contract with bell Hell and there are No options...

  • Di
    Disabled Person Dec 25, 2012
    This comment was posted by
    a verified customer
    Verified customer

    Phone, Internet, especially Satellite ROYAL abuse of "disabled seniors".

    Ottawa, Ontario
    Canada

    WITHOUT PREJUDICE

    BELL has given these poor people nothing but a hard time.
    Over 10 years of loyalty and they are constantly causing them trouble.

    The paper phone bills have stopped coming recently.
    They were told from the get go that the computer cannot access this Bell Self-care.
    They had a level 3 person acknowledge that bills need to be on paper.
    A Loyalty person put notes in the file to "force" paper bills she told us.
    2 months with no bills.

    Also, the e-mail was fine upon installation, they made changes from their end, and all of the sudden you have to click on some security screen. After the longest time, they made an other change, and it went away. They kept blaming our computer!!! We see it as all lies.

    The phone line gets statically when ever their are larger rain fall, or thaw in the spring.
    Calls bounce, people say they left a v.m., but their is no such subscription.
    They keep blaming everything under the sun, but in the end its' always their fault.

    The most recent one of all aggravations is the satellite service.
    We lost access to one of our receivers 3 months ago, and Bell will not credit us for the loss of service.
    We've been after them since March to do this "change order" for an other machine that is still sitting in the box unused!!!
    The dish was serviced in August with faulty parts.
    Really Nasty is the customer is disabled and cannot watch his t.v., and the only one working he cannot access.
    Better yet, they were supposed to send a technician before the snow fall, and NEVER did.
    They promised to bring in proper supplies to do the job right, then refused to.
    The person in Toronto has aggravated and royally ticked-off my only family member willing to put up with their nonsense.

    We need the Authorities to monitor them, so they stop harassing people and taking advantage of their customers.
    Government of Canada and Ontario, please police them. Please police all utilities to stop this.

    0 Votes

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harrassment to pay for satellite tv box we never had

We have been harrassed for over a year. First by Bell Canada and then by Allied International Credit on...

erroneous charges on bill

In reviewing my monthly statement, there appeared a charge for "Hardware Change Processing Fee" for $20. However, as there has been no change in hardware, in fact I have the same phone since April 2008, the charge is in error. I called Bell Mobility immediately to have the charge reversed. They indicated (after talking with both an assistant and their supervisor), that they could not reverse the charge, but the store that placed the charge on the phone could. I thought it was SOLO Mobile, as my other daughter also has a phone and did recently change her phone. However, after speaking with the SOLO rep, and her investigation, it was determined that in fact, it was not a related charge. I was then told to phone back to Bell Mobility, as they could tell me what Corporate Bell location placed the charge on the phone. I have now called back to Bell Mobility. They are still trying to find someone who can tell me who to call to reverse the charge. This whole exchange seems surreal to me. Bell Mobility is making this MY problem to investigate and resolve an error one of their representatives has made. So far I have spent upwards of an hour on the phone (and am currently on hold for the second time in this call), waiting for someone to direct me to someone else to call. Since when is that customer service?? This incident needless to say has solidified my intentions to cancel our company's dealings with Bell (our corporate cell phone plan is through Bell), cancel my daughter's phone through Bell Mobility and canel my other daughters SOLO account. No amount of cancellation fee could deter me from doing this. If I ran my business like this, I would be bankrupt. I will be sure to pass along my story to any one who is considering a new provider, and recommend NOT going with BELL.

  • Cr
    CRAadmin Sep 24, 2011

    you can get any fee or charges waived by asking to speak to CRA, even if they are valid usage charges. You may not get CRA if you ask for a supervisor, that might only get you a more experienced representative...just keep asking to escalate until you get to CRA to get anything waived. they can even send you out a free demo phone sometimes.

    0 Votes

false promises

I was horrified when I got my Bell Canada bill for phone. I was told it would be $68.00 for the bill every month which is fine, but when the first bill came in, it was $216.00!! I called and asked why and was told that $100 of that would be credited on my next bill with my satellite service. When I got that bill, no credit and the bill is now $400.07!! I was promised a programming credit of $100 as well as a pay-per-view credit of $100 for signing up, so where the hell are the credits!?! To top it all off, I was 5 days late paying the bill and the rep who called demanded that I not only pay for the bill I had, but a bill I hadn't even recieved! Pieces of crap.

  • No
    NoCandy4UScammers!! Jun 03, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Wow they keep calling me (last month and this month) and if I didn't eventually answer (I finally did today) they would have called forever. I mean .. they call as often and without any consideration to time (supper or bed time) just like telephone solicitors or debt collections.

    Bell is really pushy but I was thinking of it as I have not been happy with Cogeco. But then when I looked on here there was only one complaint about Cogeco yet many MANY for Bell. So now I am thinking twice.

    It is true they are VERY persistent . and that alone I did NOT like about Bell.

    I guess I could call up Cogeco and get them to finally fix my website so that I can finally update it (haven't been able to for a year and sometimes get really bad net but on the most part get good net).

    I don't like change anyway and would rather just stay with what I got. Bell keeps pushing me that I will save money for the first year.

    They did not say anything about a contract. I Said I wanted to review online first as the girl was talking way too fast and I was unable to get all the details so I said I wanted to review it at my own pace. When I asked for information sent to me she said I had to view it online. So now I am.

    She was trying to get me to sign up for the:

    Performance Internet
    PVR Basic TV

    (that is what I understood on the phone anyway .. will go to the Bell site next to see the actual names).

    0 Votes
  • No
    NoCandy4UScammers!! Jun 03, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I am glad I didn't go for it. Taking the time to review on their site I Realized I would have been getting only 6MB over the net where as I currently get 14MB!!

    What have I learned from this? ALWAYS REVIEW ONLINE and DO NOT feel pressured over the phone. You have EVERY RIGHT to review at your OWN PAGE online and have them call you back later when you have made a decision. Sure they do NOT like this but YOU have the control over your own money and services right?

    0 Votes

cheaters

In early Feb'2010 Bell Canada employee Bryan (Employee # 6045990) signes up an agreement with me over...

1 comment Windsor Other

representative

Hello,
Last week one of bell canada agent call me and told they will provide me in $70.00 for High speed internate, home phone with 2 calling futures and 500 north america minute, and basic channel with 2 indian channels for 2 years contract. But that agent was ###ing lying, and agent also fake.
His name is Nikhil Verma and his tel # [protected] & [protected]. For him self he said he is a superviser in bell canada and he gave his Job ID # SR 2221

SUPERVISOR: NIKHIL VERMA
ID: SR 2221,
CALL BACK # [protected]
People has to careful with this kind of fake promotions.
They install my TVconnection and they told me i have to buy receiver and i pay cash money for that receiver.
Now we disconnect within 3 days, because we call to bell and they said we don't know, we do not have any order for you.

kss

  • Mu
    mu2010 Apr 20, 2010

    Yes now so many people are doing this kind of fraud business to cheat people.

    I am agree 100%

    1 Votes
  • Ki
    KINCA May 14, 2010

    They are lying and promote Bundle and first three months free. Please avoid those [censor] succkers.


    TELEVISION PROGRAMING:

    • 116 CHANNELS.
    • (16 H.D CHANNELS, 40 MUSIC CHANNELS & 60 LOCAL CANADIAN & AMERICAN CHANNELS).
    • INDIAN COMBO i.e 'ATN HINDI' & ' SONY TV' IS FREE FOR FIRST 5 MONTHS AND AFTER THAT IS WILL COST $10 ONLY
    • CBN FOR $5 ONLY
    • 1 H.D. P.V.R. FOR $150 ONLY
    • 2 YEARS CONTRACT.
    • FREE SATELLITE DISH.
    • NO INSTALLATION CHARGES.
    • NO SHIPMENT CHARGES.

    MONTHLY BILL FOR BASIC PROGRAMING + INDIAN COMBO + CBN = $52+ TAXES

    INTERNET PROGRAMING:

    • HIGH SPEED INTERNET (6 MBPS).
    • 25 GB DOWNLOADING CAPACITY.
    • UPTO 6 MBPS DOWNLOADING SPEED.
    • UPTO 1 MBPS UPLOADING SPEED.
    • 1 WIRELESS MODEM.
    • 1 ROUTER.
    • 1 YEAR CONTRACT.
    • NO INSTALLATION CHARGES.
    • NO SHIPMENT CHARGES.
    • FIRST 3 MONTHS FREE.
    MONTHLY BILL FOR THE ABOVE INTERNET PACKAGE = $32+ TAXES.

    HOME PHONE PROGRAMING:

    • BASIC HOME PHONE LINE WITH SAME NUMBER.
    • 2 CALLING FEATURES (CALLER ID & CALL WAITING).
    • 2 YEARS CONTRACT.
    • NO INSTALLATION CHARGES.
    • NO EQUIPMENT CHARGES.
    • NO SHIPMENT CHARGES.
    • 1500 FREE MINUTES FREE FOR US AND CANADA
    • CUSTOMER WILL NOT DISCONNECT HIS SERVICE OF HOME PHONE FROM HIS PREVIOUS SERVICE PROVIDER OTHERWISE HE DIDN'T GET THE SAME NUMBER.

    MONTHLY BILL FOR THE ABOVE HOME PHONE PACKAGE = $30.95 +TAXES
    CONTRACT CLAUSES
    • NO INSTALLATION CHARGES
    • NO ACTIVATION CHARGES
    • NO SHIPMENT CHARGES
    • INTERNET FREE FOR FIRST THREE MONTHS
    • HOMEPHONE SERVICES FREE FOR FIRST THREE MONTHS
    • FREE MOVING FACILITY
    • FREE HOLDING FACILITY
    • ALL OF YOUR EQUIPMENTS WILL BE INSURED DURING CONTRACT PERIOD
    • AFTER CONTRACT PERIOD IF CUSTOMER WANTS TO RENEW HIS CONTRACT HE WILL GET THE SAME OLD RATES FOR ALL HIS SERVICES

    BUNDLE BILL
    MONTHLY BILL FOR THE WHOLE BUNDLE INCLUDING DISCOUNT FOR FIRST 3 MONTHS= $38+TAXES.

    MONTHLY BILL FOR THE WHOLE BUNDLE INCLUDING DISCOUNT AFTER 3 MONTHS= $90+TAXES.

    MONTHLY BILL FOR THE WHOLE BUNDLE INCLUDING DISCOUNT AFTER 5 MONTHS= $95 + TAXES


    SUPERVISOR: SAMEER MALHOTRA
    EXTENSION ID: FR 101,
    CALL BACK # 1-801-938-4602

    0 Votes

billing discrepancy / general incompetence

Last summer (of 2009) I got a job in the North (Whitehorse, YT). I called Bell to know if they had service in the city and if I could keep my existing phone/plan (HTC touch, voice / data). The rep told me that there was no Bell service up there, that I had to cancel my contract, or sell it to someone who might want to take it over. I found this odd because I had visited Bell's website earlier that week and it looked as though they had service up there. I assumed that the rep meant there was no consumer service up there and their line infrastructure was intended only for business customers. Having no time to spare and no interested buyers, I cancelled my 3 year contract, of which had only been in effect for one and a half years. I swallowed hard and paid the cancellation fee.

In the following days, once settled in my new City, I began looking for a mobile phone. To my chagrin, I found that there were only two carriers to choose from up there: Northwestel and... you guessed it, Bell!

I should have listened to my gut and gone with Northwestel but Bell had started offering the Blackberry Tour in their lineup and I just couldn't resist (even though no 3G up there.

I was lucky enough to have the cancellation fee I paid refunded, and reactivate the previously cancelled contract but I still ended up buying a new phone at the non-commital price (the HTC stayed in Ottawa). The rep that told me Bell didn't have service in Whitehorse cost me $700.00 (although I did get a new phone).

The story doesn't end there. New blackberry, new data plan, I was happy again, until their greed fueled incompetence ruined it again... I don't know if Bell still offers this feature, and I don't care. The feature I'm talking about is called "MyFive". Basically, you can have unlimited local and long distance voice and text to five canadian numbers for the people you call the most. With most of my family in southern Ontario, I thought this was the ideal way to stay in touch while I was away for work.

What I am about to say, I say with absolute earnestness: I made a grand total of 15 local calls all under 5 minutes each, during the 3 short months I was there. The rest were my "myFive" numbers.

The first month under the new plan was great, a little more expensive than I was used to, but no issues. This was not the case for the following months. Upon close inspection of my December bill I noticed that they counted one of my "myFive" conversations as a local call. This conversation was of course of a few hours in duration. Since their billing system failed to see that the outgoing number was one of my "myFive" numbers, the converstation ended up taking the remainder of monthly alloted minutes, being charged as long distance and the remaining calls that month were also being billed at the overage rate. In all, the overage charges were in the neighbourhood of $300.00.

I called four times to get this discrepancy resolved, nobody there knew what to do. I spoke with someone who claimed they were a manager there (Frank Firtana). They keep telling me that the charges are valid.

Again, I swallowed hard and paid. As soon as my contract is over, I'm gone.

  • Tu
    TundraBoy Apr 06, 2010

    Just a little known fact... Northwestel became a subsidiary of BCE Inc. in 1988 and of Bell Canada in 1999.

    0 Votes
  • Tu
    TundraBoy Apr 06, 2010

    I recently purchased the Blackberry Tour 9630 based upon a promise from the local Bell Mobility Store in Yellowknife that it was 3G ready; that it was ready for the much anticipated network upgrade due to be released in my area. The upgrade is now in place and I am surprised to be told today by the same store, that my phone will not benefit from the 3G network as it is not compatible. This is certainly just another scam to try to sell hardware. When are these folks going to realize the money is in the long term satisfaction and loyalty of the client, not in the sales commission for the poorly trained agent. Why does the mobility business have to smell like a used car sales lot?

    0 Votes
  • Ny
    Nyk0n Sep 29, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I am having the same issue I even have call logs on the call that called me and my cell getting the call all time stamped to match what they billed me for and shouldnt have.

    i have talked to 4 reps over many weeks and no one will admit they made a mistake and reverse the bill they say they are right and call logs are not evidence enough to reverse the billing

    all i got was an address for a Jeff Gau in vancouver to write a letter to.

    I am so mad they can have the phone and the contract and stuff it down their throats.

    0 Votes
  • Tu
    TundraBoy Oct 07, 2010

    An update here that represents my continuing frustration with being misled by a Bell store representative on the connect ability of the 9630 to the HSPA/3G network when launched. Purposeful or not it is shameful that Bell will not take some responsibility. I telephoned customer service today to advise my increasing displeasure with the situation I find myself in. I sought some comfort by requesting an offer from Bell of a compatible Blackberry at the advertised 3-year term price. I spoke to the customer service representative and her supervisor for nearly an hour with nothing but artificial concern for my situation. They held steadfast to the company policy line. Amazingly they repeated over and over again that I had no purchase credits to use on a new phone. I said of course, as I had used them up when I purchased the BB9630 Tour! They also met my challenge of misrepresentation with the statement that, "we were not witness to your conversations with the sales representative, therefor how can we substantiate the facts when they now deny saying your phone would work on the HSPA network". My only options according to Bell are to simply buy a new phone at full retail; sell my phone and use the proceeds to by a new phone; or switch to another carrier although I must honor my present contract for its full term. At the end of my phone call I asked for the names and employee numbers of both of the persons I spoke with. This is not yet over as I intend to continue to lobby my case.

    One more thing...I must say that I am now very angry with the CRTC for allowing an oligopoly to develop in this most vital public service element of modern society.

    0 Votes
  • Ar
    Arabigo Jun 03, 2016

    This is from perspective of a Bell Technical Support employee. I want to show how things are on our end so people can understand and not assume that we have more authority and abilities than we really do. At the same time that blame goes to the company and quite a bit of agents for their lack of patience and interest in the job, customers are also to be blamed for their lack of knowledge and research of their purchases and devices.

    At Bell Mobility, we are constantly pressured to perform and exceed stats required. Some of these stats are unrealistic and are not planned well. To make matters worse, Management usually have no understanding of how customer service works and just want numbers. I mean how can you limit the amount of time to handle a customer's call when you are supposed to help them? it gets really frustrating when people get so demanding and their issues take over 15 minutes to take care of (our handle time varies between 800-1100 seconds and if it goes around or over that hell is raised). If you ask for too much help from Tier 2 (on 50% or more of the calls), then its deemed that you have no knowledge and require training. Now, they don't provide any additional training (the initial one is even lacking as they say we should learn from trial and error) and there is nobody else to ask. Half the times the team manager(s) aren't around and if you ask them a question they get angry and refer you to documentations that are outdated and offer no help. It is very frustrating working there with no help or support and yet expected to exceed expectations. Management walk by us looking at us like road kill laughing at us. Morale is so low and everything they offer to employees has a catch to it ; ex: eating and drinking at your desk, you can do it between calls however there is no mute button so in case a call comes in they don't hear you eating or drinking, so you can't really eat or drink at your desk except on breaks and lunches. Many meetings and surveys get cancelled because of "business needs" on the phone and its busy ... well why is it busy ? because their forecasting is really horrible to say the least.

    To make matters worse, Bell Mobility introduced this new queue called specialty to deal with tablets and data devices. Here is the deal, they never informed us that it will have to do with the billing aspect as well until we were in the actual training class and it was too late to pull out. The "perks" that they offered us we got them about 8 weeks after they were promised. There is no management of the calls coming in to know the amount of agents needed so you never know if it will be a busy day and you need additional people or if it will be light day and can let people go for the day to decrease cost. So now the technical support department is slashed into 3 sections with specialty being the least of them. When people were trained for specialty they were trained for only 2 days on everything including bill where they never dealt with billing before. People on calls didn't know what they're doing and the billing documentations were outdated and did not apply to them, so they put customers on hold for 10-30 mins sometimes or even disconnect the call. The supervisors are not trained on these information so you can't ask them about anything. Bell has deceived its own employees too just like they did with their customers. No wonder morale is low and they constantly have to spend $ on PR and loyalty efforts. To make matters worse, the specialty agents don't get any extra pay even though they deal with troubleshooting for cellular devices (technical), data devices (technical and billing) and tablets (technical and billing) while not receiving any extra pay ; we get paid the same as the others in the Smart phone or voice Queue who deal with only cellular devices (technical) and maybe data devices (technical - most of them end up transferring the call to specialty anyways cold transfer).

    Now to our dear Bell customers. First, know what you're getting into. Don't just take the word of the agent or sales rep. Read about it on the internet as well on the Bell website and find out from multiple sources. Understand everything including billing process and the technical information on the device you're receiving. Learn about it, find out what others said about it before getting it. If you encounter a problem with your device, do basic troubleshooting from the user guide or from the internet by going to google. Don't expect the agents to know all about your phone, we don't have them in front of us and we look at the guide too (unless we dealt with the phone personally or have a simulator for it). Sometimes people call to ask such stupid questions like how to do something ; go look it up for god sake. I find that Canadian and North American customers are generally less knowledgeable, less aware, and less intelligent when it comes to their cellular services than the rest of the world. I traveled to many countries and so I seen and compared this. True that some agents may lie or not give proper information due to the lack of training they were provided in the first place, but at the same time you customers owe it to yourself to search and find out first before crying like little girls on the phone to the point we're annoyed enough to route you elsewhere.

    Remember, when you're calling into Bell you're dealing with people who are not being paid enough to deal with the ### they have to hear and listen to and deal with. People are usually under-trained and are expected to rely on documents that are out-dated or don't even relate to what we're trying to do. Those documents are created by those who don't know how the job is and never done it before. We are not sitting there with phones on our table to know what the hell you're talking about, so we rely on searching google and reading the user guide on lots of the devices. Therefore sometimes its really useless calling all together and might as well just search it yourself. The work condition is miserable to say the least with no management around to help if needed and the lighting of the place is so bad its depressing, and the seating areas don't help your back or your neck. The company is even fighting the presence of a union within and there has been news of employees being threatened if they join (according to sources published within company internal communications). Now why would a company not want a union for its employees to make things better for them ?? so for customers, this is what you deal with when you call in. I personally think its better off not to call except to dispute bills and disconnect your service. Even better, switch to a different telecommunication company all together so you rid yourself of headache of dealing with incompetent unhappy employees who don't even want to be there, and we as employees don't have to deal with your IQ of a squirrel l intelligent, your miserable attitude, and your stupid questions. This is my personal opinion based on what I seen from the company and its customers.


    At the end, we're both very frustrated (employees and customers). The only employees that are not frustrated are usually pets of management and they get what they want and have good shifts that don't change and have the weekend off. Alot of agents hours changed constantly so you can't plan your life and the days off are horrible (non-weekend) so it adds more to the frustration. Bell employees are not being treated well to the point they're giving away their shifts to work less to get away, and bell customers are frustrated because of the poor service they receive as a result of the low morale and corporate culture of the company. The company promises surveys about employee satisfaction, only one was done within last 2 years and results were never shown. Wonder what that tells you about this company!!

    We both should blame the management for not understanding how things are really working for customer facing agents. If anyone wants more information or advice contact me. Feel free to forward this to management of Bell Mobility if possible so they can read and learn better.

    0 Votes
  • Cr
    CRAadmin Jun 03, 2016

    you can get any fee or charges waived by asking to speak to CRA, even if they are valid usage charges. You may not get CRA if you ask for a supervisor, that might only get you a more experienced representative...just keep asking to escalate until you get to CRA to get anything waived. they can even send you out a free demo phone sometimes.

    0 Votes

billing

So almost 2 months ago I purchased a phone from Bell, a blackberry and I started with the Smartphone Combo 40 social fab five plan... it included: 100 local minutes plus 50 bonus minutes, unlimited calling and text to 5 numbers anywhere in canada, unlimited local evenings and weekends, unlimited text messaging (outgoing and incoming) and unlimited Facebook, Myspace, and instant messaging.

A few weeks after having my phone I decided that I needed a data plan so I could get the most out of my blackberry. I called Bell and had a LONG conversation with the representative, eventually the representative convinced me that a $50 plan would be a great deal, although I just wanted a cheap monthly phone because of my past of $100 a month (not to mention Rogers Wireless charging me $865 dollars wrongly, which I was able to get a full refund since they know they were wrong.) anyways, I wanted a low monthly bill and a simple plan but the representative really sold me on the $50 plan, which isn't even that much, he clearly stated AT LEAST 5 times "this plan is a really good deal because it has everything that your plan now has, but for only $10 more you get 100 more minutes and 500 MB of data!" he also reviewed the features 2 or 3 times saying " this $50 plan includes: 200 local minutes, unlimited evenings and weekends, unlimited calling and text to 5 numbers anywhere in canada, unlimited text messaging, and 500 MB of data so you can browse the web and whatnot" ... I was then under the impression that I had 200 minutes, evenings and weekends, unlimited texting, my nationwide fab five numbers, and 500 MB of data which i hear is plenty.

I just learned that in the last billing period I was charged $30 of text messaging... excuse me?
I phoned Bell to figure out what on EARTH was this about, and long story short ------ they said that the plan doesn't actually include any text messaging, it is pay per use (15 cents a text) I know that may not seem like a huge amount of money, and I only sent 200 texts outside my fab five, but honestly, what if I had sent $2, 000?
I demanded some kind of credit for the $30 because I DIDN'T EVEN KNOW I WAS BEING CHARGED FOR TEXTING, BECAUSE I WAS LIED TO by them. Why should I be paying Bell for their own mistake? I hope they recorded the phone call so that they can check and see that the guy said I had unlimited text still...
I don't even care about the $30, its the fact that they won't even think about giving me a credit for an incorrect charge, it's their own fault... I'm just happy that I didn't send thousands of texts like I usually do since it was really only my first month with the new phone number.

I used to be with Rogers, and although they screwed up the billing quite often and when I didn't understand the charges they would give me credits... I don't know if I'll be able to make it through my three year contract with Bell if they can't even do so little as give me a credit for a mistake on their part.

To anyone thinking about signing with Bell... DON'T. Honestly, it will suck you in and you will never get out.

  • Ta
    Tamara Jul 22, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I am outraged at how Bell Canada can continue doing business the way it does. I have been a customer with Bell Canada for about 18 yrs until about the last year. I have paid my account and if you go over all my bills they actually owe me money !!! When I called them to cancel my service because I am fed up with all the extras they keep adding on my bill like; internet, internet again, adding magazines to my satellite that I told them I did not want or request. So I cancelled anything I had with Bell which was satellite and home phone service. So.. to continue on with the story I called and cancelled my satellite and I received a final bill which was correct. I then received a bill 1 mth later for almost 500.oo. I called and tried to resolve the issue which included gathering all of my bills and my bank statements and faxing them and they still could not figure out the situation. The next thing I knew I was getting letters from the collection agency. They said they would not deal with the account anymore and gave it back to Bell Canada.

    I looked in my mailbox today and what do I have: Bell Canada bills. My bills from 2007. So I called Bell this morning and I was patched over to a couple of women who where speaking in some other language other than english and they would not even answer me. By the way that was the 310Bell line.

    I am soooooo not impressed. So, this is how companies are saving money eh. You rob our pockets and send our money overseas and give our jobs to people who can not even do simple math. I have spent countless hours on the phone trying to resolve this with Bell canada customer service before it went to collections and now here we go again.

    I will tell you one thing Bell has lost any/all of my business forever and I will make sure I let everyone know about my experience.

    0 Votes
  • Ke
    Kevin Jul 23, 2008
    This comment was posted by
    a verified customer
    Verified customer

    *sigh*
    I know, Bell Canada must be getting very desperate. I cancelled with them after a similar amount of time (they wanted to charge me $110 to fix the phone wiring in my house, Rogers did it for free) and they have sent me "greeting cards" non-stop in the mail to come back. I don't know what it is going to take for them to understand that I left them for a reason. Not only that, they literally phone 10+ times a day. And you are right, the people certainly don't speak english as a first language. I have gotten to the point where I just pick up the phone and yell really loud or swear into it when they phone, immature- for sure, but it gives me some satisfaction :)
    I'm going to look in to blocking their number or something. Thankfully they are not wrongfully after money from me, as they are from you. I hope it works out for you soon. maybe you should call them tons of times a day and send them a bunch of bills asking for the money they owe you :P

    Good luck :)

    0 Votes
  • Qu
    QueenBi*** Apr 01, 2010

    Sorry to hear this happened to you...I too know first hand that Bell sucks.

    Their customer service is terrible...I am certain they are messing with me, because I did not buy my Blackberry from them (I got it on Ebay) it was previously hooked up with Sask-Tel. I did not tell them that...and I must have got a newbie in the store...as he did some programming on it and hooked it into the Bell system.

    However, I was not getting the EV signal, but I could dial out and receive phone calls, but not get on the Internet with it. I took it back to the same store...got some other sales employee this time, he said that this phone should/could not be hooked up to Internet cause it is not a Bell phone ...oh ya right.

    So after about 10 calls to different service reps and RETENTION dept and a 3 way call with the Sask-Tel rep...numerous threats to cancel my contract with them for TV & Cell (only 10 months left on cell contract)...they finally got my internet to work...just simple programming on their end that they walked me through... but of course they said it may not work and that I may having problems with the internet.

    Presently it works off & on my phone does not ring but will ring forever then go to voicemail when I call it and it is on and sitting right infront of me...

    I just do the simple programming that they first did and it always comes back...this is what they had me do: ##000000 then send, a CDMA Service Edit Screen comes up I have to change my phone number to all o's and save and it will reboot the phone then change the 0's back to my number and save again...usually this works and I get Internet again.

    I still have the Bell service but I am not under contract with them...they do call me and try to get me to sign up again ...but that is not gonna happen.

    0 Votes

termination fees

Here is my latest experience with bell hell!!!

I called bell mobility in the last week of january. I needed some help as I was getting ready to move to nunavut.
I wanted to get a number for the local area I was moving to, and to make a long story short...
After an hour on hold, being transferred etc. I was told that they have no service out there!!!
I was transferred to another agent "flo" which was quite rude and offered me a hardware upgrade??!!
What a dummy!! I am moving away and trying to get my phone set up before I go and this broad has no offer but a renewal of
Contract. I refused and stated that if my phone will not work where I am moving to, I will have no need for the damn thing.
Anyways, an hour and half later I was finally offered to cancel my line with no penalty because all these companies charge for cancelling a line. I was told that I will have to provide 30 days of notice to them so there goes another 100 dollars but I was happy that it was done and over with. I just recently came back to ottawa as my whole family lives in the ottawa area and I wanted to visit! I was handed a final bill from my father as bell had gone ahead and charged me another $300 for switching the line off. I called them back right away, so much for being happy to see my family. The next hour of my life was yelling and screaming at the clowns that work at bell. Anyhow, again I am explaining what happened like a month ago, and what was promised!! The first agent said "yes, I see the note on your account and I will transfer you to the right agent, they will waive the fee". Next agent that came on the line mentioned that no such note existed. To be honest I have never been so rude on the phone with another human being but I was so angry for being lied to and felt so helpless. The rep was quite upset too and I told her "imagine how I feel, 2 hours plus of my life in the gutter due to slow and horrible service". I asked for a supervisor and "nick" is the next clown I spoke to. He was as useless as any # you would find anywhere in the bell world. I had to explain everything again. It is so hard to keep your composure when you have been promised something verbally, it is not granted and then you are talked to like an idiot. All I can say is that I will never ever go back to bell when I move back home to ottawa in the future as this one experience is one that will never be forgotten. I have been in network marketing for 10 years and have thousands of contacts. You are not a contact but you are hearing about it too.

Bell hell, is how all my friends refer to these clowns as now. One mad customer will tell many, happy ones tell few.
I hope they lose all thier clients to all the competition out there. Long live rogers!!!

Respectfully,

Ali rafiaie

  • Di
    diasynunavut Apr 22, 2010

    I live in Nunavut and the service is really bad so I called to cancel the service after one year of never working when I needed it to and it cost me 600.00 + I additional month.

    I spoke to Lydia who was extremely rude!! and actually told me not to interupt her when I insisted that I wanted to cancel effective immediately.

    The service is garbage and the phone was garbage.

    My southern Telus service has never been a problem here in Nunavut.

    0 Votes
  • Cr
    CRAadmin Sep 24, 2011

    you can get any fee or charges waived by asking to speak to CRA, even if they are valid usage charges. You may not get CRA if you ask for a supervisor, that might only get you a more experienced representative...just keep asking to escalate until you get to CRA to get anything waived. they can even send you out a free demo phone sometimes.

    0 Votes

cell phone

In June, 2009 I brought my Blackberry Pearl cellphone into my local Bell Mobility store for repair. I was on my phone one day when the screen suddenly went black and stopped working. I was told that I did not need to send the phone back and a new one would be shipped to me as soon as possible. I was given a loner phone that did not have the smart phone services offered with the blackberry, however I was still paying for the same plan that included those services. I waited for my phone to come back and called the store after a month. My phone had not arrived yet and no one knew when it would. So, I waited and called back monthly. There was still no sign of my phone.
November came along and I had still not received word of the whereabouts of my phone, so I went directly to the Bell store, only to discover that my phone had been shipped to the wrong address in August. When I asked why a new phone had not been shipped to me, I discovered that Blackberry had changed their policy and I had to send my old blackberry in for repair. If their was anything wrong with it, such as a cracked screen, or watermarks, I would have to pay for the phone's repair, even though one had already been shipped to me for free. Since I knew that there was no physical damage done to my phone, I thought there would be no harm in sending the old one in, if it meant that I would get a new one back. This was not the case. I was not going to receive a new phone at all. Blackberry instead, offered to send my phone back, with a $75 repair fee.
I had already been paying for a service that I was not receiving for 6 months, so I decided to just cancel the plan and not get my phone repaired. I was told that there would be a fee of over $700 to cancel the plan. There is no way that I should have to pay this fee, when it was Bell who breeched the contract in the first place. I had been paying for a service for 6 months, that I had not received. When I called customer service to straighten this whole mess out, I was continually put on hold and moved up the ladder. After three hours of this I was transferred to a voice recording, "thank you for choosing Bell, have a nice day." Thank you, Bell, for wasting 3 hours of my day!
I have not heard back from bell about this issue, until today, (March, 16) when I received a letter in the mail stating that my bill will be sent to a collections agency if I do not pay it within 5 business days. The date on the letter is March 6, and when I called bell, I received a message that the bill has already been sent to collections. My plan has been cancelled, but they still want the cancellation fee from me. The customer service reps were all incredibly rude, which is no surprise. I even faxed all of the documents I had received from Bell since June, because the man I spoke to on the phone told me that he didn't believe that any of this happened. Quite an elaborate story for a consumer to just make up, isn't it?
Now I have to decide whether it's worth hiring a lawyer to fight this case, or if I should just pay up. However, after almost 10 months of nonsense, dealing with either incompetent, or completely rude employees and receiving no compensation for the months of paying for a service, which I was not receiving, I am definitely leaning towards fighting.

  • Ka
    kaitlynd Mar 16, 2010

    In June, 2009 I brought my Blackberry Pearl cellphone into my local Bell Mobility store for repair. I was on my phone one day when the screen suddenly went black and stopped working. I was told that I did not need to send the phone back and a new one would be shipped to me as soon as possible. I was given a loner phone that did not have the smart phone services offered with the blackberry, however I was still paying for the same plan that included those services. I waited for my phone to come back and called the store after a month. My phone had not arrived yet and no one knew when it would. So, I waited and called back monthly. There was still no sign of my phone.
    November came along and I had still not received word of the whereabouts of my phone, so I went directly to the Bell store, only to discover that my phone had been shipped to the wrong address in August. When I asked why a new phone had not been shipped to me, I discovered that Blackberry had changed their policy and I had to send my old blackberry in for repair. If their was anything wrong with it, such as a cracked screen, or watermarks, I would have to pay for the phone's repair, even though one had already been shipped to me for free. Since I knew that there was no physical damage done to my phone, I thought there would be no harm in sending the old one in, if it meant that I would get a new one back. This was not the case. I was not going to receive a new phone at all. Blackberry instead, offered to send my phone back, with a $75 repair fee.
    I had already been paying for a service that I was not receiving for 6 months, so I decided to just cancel the plan and not get my phone repaired. I was told that there would be a fee of over $700 to cancel the plan. There is no way that I should have to pay this fee, when it was Bell who breeched the contract in the first place. I had been paying for a service for 6 months, that I had not received. When I called customer service to straighten this whole mess out, I was continually put on hold and moved up the ladder. After three hours of this I was transferred to a voice recording, "thank you for choosing Bell, have a nice day." Thank you, Bell, for wasting 3 hours of my day!
    I have not heard back from bell about this issue, until today, (March, 16) when I received a letter in the mail stating that my bill will be sent to a collections agency if I do not pay it within 5 business days. The date on the letter is March 6, and when I called bell, I received a message that the bill has already been sent to collections. My plan has been cancelled, but they still want the cancellation fee from me. The customer service reps were all incredibly rude, which is no surprise. I even faxed all of the documents I had received from Bell since June, because the man I spoke to on the phone told me that he didn't believe that any of this happened. Quite an elaborate story for a consumer to just make up, isn't it?
    Now I have to decide whether it's worth hiring a lawyer to fight this case, or if I should just pay up. However, after almost 10 months of nonsense, dealing with either incompetent, or completely rude employees and receiving no compensation for the months of paying for a service, which I was not receiving, I am definitely leaning towards fighting.

    0 Votes
  • La
    lacy101 Oct 11, 2010

    Is it Bells fault that your phone stopped working? NO. You have to understand that they are a SERVICE provider. Just like all other cell phone companies they dont manufacture the phones and NEVER state that you wont have to pay for services if your phone isnt functioning - even if the services (data/email/etc) are specifc to that type of phone. If you took a promotion for cable lets say and signed a 1 year contract and then your tv stopped working would you expect to get out of your contract or be compensated for service? The SERVICE is working isn't it? Its just the hardware that isn't. People really need to understand that these companies provide service and are not responsible for the hardware, this is why you get a MANUFACTURERS warranty and not a Bell warranty when you first get the phone.

    0 Votes
  • Cr
    CRAadmin Sep 24, 2011

    you can get any fee or charges waived by asking to speak to CRA, even if they are valid usage charges. You may not get CRA if you ask for a supervisor, that might only get you a more experienced representative...just keep asking to escalate until you get to CRA to get anything waived. they can even send you out a free demo phone sometimes.

    0 Votes

inept, fraudulent practice

To move and transfer home phone: $55 charge; but add new products like internet and cable, charges are...

free phone = 350.00 bill

I have been a loyal customer of Bell Mobility for about six years. I payed the higher rates than all of my family and friends because everytime I had an issue, customer service was there to respond positively and efficiently to resolve my problems. Just before christmas my phone fell out of my pocket in a parking lot, was run over and damaged, but somebody took the time out of their busy holiday schedual to return my phone to the Bell store in our local mall. When I called in to report that I had lost my phone, customer service gladly informed me of where it was and I was thrilled to collect it.

I wasn't surprised when I saw the screen damage on my old phone and mentioned casually that my contract was almost up anyways. The gentleman behind the counter offered me a surprising deal. Because I had paid for my last phone by cash, I had a great rebate on my account for a new phone. That plus a new 3 year contract and a couple of promotions they had meant that I could get an iPhone for no charge, no activation, and a free case. My plan, he said, would stay the same and then drop once my original contract expired in a couple of months.

Free phone, free activation, free case, same bill.. sounds like a no brainer, right?

Until I got my 350.00 bill the next month! Now I can understand a couple of fees to change over the old number to a new account, etc.. but this was ridiculous, and no matter who I spoke to or emailed, they all assured me that the charges were all valid. Minus some 50.00 in overages for holiday chatting and Long Distance, everything else was service charges and plan fees. You can hear the shock and confusion in every rep's voice when I try to explain to them what happened, and some have even said "well that can't be right", but it is always followed by a long wait on hold while they consult their supervisor, followed by a scripted apology and "there's nothing we can do".

Beware the bait and switch, I could have had a much cheaper plan elsewhere and now I'm paying the 400.00 cancellation fee just to get the hell away from these cheaters.

  • Ri
    ricksmith Jun 16, 2011

    purched a blackberry storm with voice an data, all my e-bills from bellmobility goes to one of my e-mail accounts but they all went to my junk mail so never actually saw or recieved them finally viewed it an IS $3200.00 ... Why was i not notified by voice mail as well for arrears. A whole lot of intrest being wasted at my expence !! ANY SUGGESTIONS PLEASE

    0 Votes
  • Cr
    CRAadmin Sep 24, 2011

    you can get any fee or charges waived by asking to speak to CRA, even if they are valid usage charges. You may not get CRA if you ask for a supervisor, that might only get you a more experienced representative...just keep asking to escalate until you get to CRA to get anything waived. they can even send you out a free demo phone sometimes.

    0 Votes

home phone charges

so i just got off the phone right now with bell, the customer service is sooo rude so i asked to speak to a manager, and they are even more rude. its riducules, i kept offering to pay what im supossed to pay only, but he kept saying im sorry, you have to pay the whole thing. they hanged up on me. they never want to listen, the serivce is horrible, i want to write a complain to the goverment complaining about this issue, i stayed on the phone with them for an hour and a half and nothing worked, now im mad and i cant believe them, i wont even pay anything if they keep doing this. they can keep calling if they wont but they will get no money from me

being sent to collections for money I dont owe!

I am still being harrassed by collections companies from Bell Canada for Wireless accounts that I closed in...

service

I have only had my cell phone with bell for 14 days... Already I have had nothing but problems.

E-billing: I opted for online invoicing and for two weeks now my account "does not have permisssion" to register for the service. When I call, they simply tell me to call back because they are having problems with the group plan I am with.

Bill details: I called to get my bill total and I was quoted almost twice my monthly plan cost! So in 14 days, I was told that I owe nearly twice the monthly fees?? Ridiculous. I texted bell for bill details and received a message saying $0.00 were due for this bill period. I have yet to be able to verify my invoice.

Account hack: I have also been contacted by a representative in montreal regarding a totally unrelated corporate account. Somehow, my name has shown up as the key contact whom they belive has changed account information for a corporate client in montreal. Neither I nor the account representative have any idea how this happened, given the marked difference in account numbers, address and names.

No service: to top it all off, all of toronto's customers have had no service (No text, calls out or in) for the evening. When I called bell, they could not tell me what the problem was or when it would be fixed.

Never in my life have I had such a poor experience with a supposedly customer-oriented company. Never ever will I recommend or get a bell product again!

  • Cr
    CRAadmin Sep 24, 2011

    you can get any fee or charges waived by asking to speak to CRA, even if they are valid usage charges. You may not get CRA if you ask for a supervisor, that might only get you a more experienced representative...just keep asking to escalate until you get to CRA to get anything waived

    0 Votes

internet overcharges/poor customer service

What a rip off! I have had Bell Internet for a little more than a year. Switching to Bell was a huge error in judgement. The service has actually worked well for six of the 14 months I've suffered with Bell, 4 modems replaced ( nothing wrong with any of them but it gets you off the phone) line trouble, speed issues, entire neighborhood outages ( one lasted a month) and the Bell CSR was stupid enough to tell me it's taking so long because the parts are really expensive. I can't count how many times I've spoken to their customer service in India where their don't give a damn and try to upsell you. All said, it's pretty disgusting that Bell has to be so cheap that they outsource their customer service and reputation to India! Why should Canadians support Bell in any way when Bell hasn't got the decency to support Canadian jobs just to save a buck. So a couple of months ago my bill had usage surcharges on it, I called as painful as it was and was sold a "protection charge" that would ensure this would not happen again. Another lie, last month my bill had more surcharges despite the reps promises. I called internet billing, they were not interested in discussing it, didn't really care. I called the General Managers office, got voice mail and no return call. What a surprise! So now I have vowed to make it my mission to tell everyone how bad Bell sucks! Everyone I know, everyone I meet, as publicly as possible. Everyone should tell Bell to go to Hell, after all, that's what they do to their customers every day. Maybe Canadians should ship Bell to India along with the jobs they shipped overseas!

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