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1.9 693 Reviews

Bell Complaints Summary

155 Resolved
537 Unresolved
Our verdict: When using services from Bell with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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2:41 am EST
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Bell cheating offer

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

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Minpan
Montreal, CA
Mar 15, 2013 9:04 pm EDT

They really sucks!
I ordered a bundle of TV+Internet+Home phone at the price of $58 each month. They promised that all the installation fees are waived and only a $49 activation fee will apply for the first month. So the first month I should pay $117.
But they charged me $198 including a installation fee of home phone and other service fees coming from no where.
I tried call them and online chat. After 5 hours problem still not solved, since each department only take care of one product, and no department can take care of bundle products... I need to call each department to get back the discount little by little.
Check this page for promotion details...you will cry
http://bundles.bell.ca/en/legal/

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8:36 pm EST
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Bell taking advantage of new users

I am a new user. I am eighteen years old. I signed up with Bell because they have a one month contract that is $40.50 a month. My first bill was a little expensive due to once only charges. I did not get a second bill so I paid the o$40.50. The next month I call to see how much I owe and the company decides to charged me an estimated $800.00. MY CONTRACT IS $40.50. I SHOULD NOT BE PAYING MORE THAN THIS. I SIGNED UP WITH THIS CONTRACT CAUSE THIS IS WHAT I CAN AFFORD.

In two days I have to pay the amount of $220.65. I will pay this and then I will be unlocking my phone from bell and going with another phone company. I DO NOT APPRECIATE BEING TAKEN ADVANTAGE OF! I WILL ALSO NEVER RECOMMEND BELL TO ANYONE. THE SERVICE IS ### AND WHEN YOU CALL CUSTOMER SERVICE THEY DONT GIVE A ### WHEN YOU SAY YOU ARE GOING TO SWITCH TO A DIFFERENT COMPANY. THANKS FOR THE ### SERVICE... NOT!

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Update by KATIEDAFOE
Jan 09, 2013 8:40 pm EST

THIS IS MY COMMENT AND I DON;T LIKE BELL. CANNOT WAIT UNTIL I GET MY OSAP SO I CAN GET RID OF BELL AND GO WITH SOMEONE WHO ACTUALLY CARE ABOUT ME AND MY NEEDS, CAUSE BELL CERTAINLY DOESNT

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Cap666
, CA
Oct 13, 2018 1:05 pm EDT

theirs tax on what you pay and service charge, as you said you are new to Bell Mobility...been their client for years and never had issues

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8:55 pm EST
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Bell fraud customer service

Hi,
I am writing in regards to the pathetic service I received from Bell Canada today. I am sorry to say but it was the worst customer service experience of my Life!
I was not happy with the system access fee Bell was charging me since past 2 years so i called to get that cancelled. I called today i.e. 22nd of December 2012 at 02.05 pm and spoke to an agent who advised she could not cancel this so she passed on the call to another agent called Joshua (ID number: EY16758).
Upon listening to me Joshua said he could offer me a better plan in which system access fee won’t be charge and also I would get unlimited local minutes and unlimited text – and to get this I would have to extend my contract for one more year. He assured that all other features remain the same as my current contract (which included some promotional features as well). This all he was offered me in $56. I was not happy with the extension to my plan for one more year but then I agreed on a condition that he will also add 100 Canada wide minutes to the plan. So he summed up all the services to $57!.
My upgrade with my current contract was due in April 2013 so I asked him ‘will that have any effect on it?’ and he clearly said NO. I also asked him to double check this with his supervisor. He put me on hold then came back and said he has received an email from his supervisor to confirm that this wont effect on my due hardware upgrade.
I agreed to this, he put me on hold for quite a long time and then came back to confirm what he has done for me. I repeatedly asked him to confirm that the contract has only been extended for one year and all my current features remain and the minutes/text i will now get are unlimited, and he said yes.
Now I was expecting an email from Bell to confirm the changes made to my account. As I didn’t receive any email so i logged in to my account. TO my surprise i found that my contract was extended to 3 more years! Rather than 1 that i was told.
I was quite shocked to see this so i called customer service again. This time i spoke to an agent called Rebecca (ID num: EY18454). I explained the situation what happened this morning and after speaking to her supervisor ‘James’ she said you can either cancel your contract with Bell or get some features in $27 without listening to my requirements.
Anyways after quite a long and difficult dialogue she agreed to change the plan end date to one year (as Joshua had told me in the morning). Now i also asked her to confirm that she has not altered anything else in my account and she said ‘Yes’. I insisted to tell me again the features so i should know and she said i get ‘150 local minutes in the plan’! now this further annoyed me as Joshua had told me its ‘UNLIMITED local minutes’. It was such nerve wrecking for me and i felt like Bell agents are here to annoy people and not help people!
I then said i was better off with my own plan so just put me back on that and she said she can’t do that and the only thing i can do is to cancel the contract! Anyways i wanted to speak to her supervisor or any other collegue and she refused. She put me on hold a couple of times and was not coming up with any solution for me. The worst on her part was that she put me on hold for 20 mins before 7pm and came back at 7pm to say that we have to dial back if was want to speak to other agent and her supervisor James is not willing to talk and some other supervisor will call in 24 to 72 hrs and then hang up on us exact 7pm.
I am also planning to complain to CCTS about this matter .

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3:39 pm EST
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Bell false contract charges

We have been using bell for our internet since 2005, we called to cancel today, and they are trying to claim we are in a contract because we 'clicked on a pop up on our computer last june' that apparently bound us in a one year contract. This never happened. We even have pop ups blocked on our work computer. And now they are trying to charge us 140.00 to break contract plus over a months service. Such scammers!
What can you do about this other than not pay and get sent to collections?!?!

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Abuel
Toronto, CA
Feb 17, 2013 7:59 pm EST

Sorry, I should have replied better. Without a doubt they are playing games with you. Without any doubt. Notice how that pop-up excuse came up now, and they didn't tell you about it before via written confirmation or anything? And clicking on a pop-up agreement, who has ever heard of that before. Simply put, Bell is doing one of their games that is meant to punish you for leaving them. Everybody goes through this one way or another; always surprise charges if and when you leave. Always, one way or another, somehow, someway, guaranteed. If you cannot afford to take them to court and you want to avoid that fee going to collections... then pay it somehow (even in small payments) and then once paid file a complaint with the CRTC. Or, tell them on the phone you won't pay it and tell them you are instead going to file a CRTC complaint since they are being rediculous. You might find that 'suddenly' they change their behavoir towards you. But don't count on it. Their business model appears to be: screw the customer, create so much confusion, introduce new charges not mentioned before, play games, punish those who leave, harass those who leave by trying to win them back, etc. $140 is a lot to pay out but it will actually balance out when you switch to a new provider; the savings from the new provider will cover part of that $140. My advice isn't great. But I just want you to know that I am on your side and I empathize with your situation.

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Abuel
Toronto, CA
Feb 17, 2013 7:49 pm EST

I hate to remind you, but it will only get worse. Bell is NOTORIOUS for turning simple solutions into vast, complex, and nonsensical problems. Once your problem is solved, expect them to harass you with phone calls trying to win you back. Even if you tell them to stop calling, they will act all innocent/confused and will keep calling. Seriously something needs to be done with this company.

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12:15 pm EST
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Bell what customer service

I was trying to buy even more service from bell — a 1855 number to be added.
You would think they would fall over themselves to help — but no (guess they don't need the business)
Cannot get a manager to talk to you — told it takes 24 hours.
After being a loyal bell customer for over 30 years — I should be able to talk to a manager in less than 1 day.
It took 3 phone calls — and insistence to be allowed to speak to a manager.
At the final hour — they gave me a 1 855 number — until I spoke to irena — no one really helped — they kept telling me what they cannot do.
Maybe its time to check out other providers — who want the business

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9:07 pm EST
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Bell unlawful digging and installing cable Box

Nov 3, 2012 We called Bell and expressed our concern about the digging in our front . lawn, and they prepare to install a cable box at side of our lawn . we totally against it and called to complain
They took note and asked us to e mail them . I e mail them using www.executive.office@bell.ca, but our e mail bounced back because Bell server treat our mail as spam. so I called back and chat on line with other REP . the next day my wife called again, they said they will investigate and stop the installation .
But Today Nov 26, 2012 when i got back from work, i saw them already dug and installed a cable box in the side of our lawn.
We really need all the help to solve this kind of illegal act

S. Le

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Why The Long Faces
Why The Long Faces
, US
Nov 27, 2012 5:35 am EST

Do you actually own the part of the lawn that they installed on? Not sure how it works in Canada, but when we lived in TN, USA, we owned our home. We did not own the lawn area 5 feet from the road. That was county property, even though it was my yard. If there is a similar law in your town, you are sol.

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5:49 pm EST
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Bell cancelling an account for a deceased parent

My mom had a bell mobility account that she got for me and just a year after I got the phone she passed away. I called Bell Mobility in April to find out how I could cancel the account and was told that I was responsible as I was on her account. So instead of paying $400 to terminate the 2 years she had left so I continued to pay every month. Than the other week I called as I wanted to make changes to lower my bill and was told that I was not authorized as I was not an account holder, my name was on the account but only to inquire about services. I was than informed that because it has been more than 90 days I could no longer cancel the account. They than proceed to tell me that there is no record that I ever called in, surprised...not in the least. I got upset where I was crying and I said please just cancel the account and I will pay whatever is outstanding and I was informed that I was not authorized to cancel, I than explained that my mother was dead are you telling me that I am stuck with a bell mobility phone forever or till the day I DIE...that is just crazy, my mom was the only one on the account and she has passed on and can no longer give authorization to cancel the account obviously...Do they not understand the meaning of DEAD...

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jean wood
, CA
Nov 18, 2013 2:05 pm EST

I have been contacted by a collection agency telling me that I owe Bell over 200.00 dollars. I cancelled Bell at the beginning of july and mailed all the equipment back to them on the 17th.july now on the 18th. nov. they are getting a collection after me for something that I do not have.What can I do about this, PS. I already have paid them over 300.00 dollars when I first contracted them for their services, which was terrible that is why we went to rogers.

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rodney2009
Peterborough, CA
Dec 11, 2012 7:55 pm EST

sorry they were been ### holes to and sorry your mom died

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3:33 am EDT
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Bell customer service

Dear Bell,

I can't believe the treatment I received from multiple customer services reps. I am simply blown away. Your company cares little for your customers. Your customer service offered no help, nor resolution to my problem initiated and created by your company. I can't believe that I pay you with my hard earned cash to be treated like that. It was nothing short of the worst treatment I have ever been subjected to by any company. Your company definitely has an extremely poor corporate culture. I was severely inconvenienced by your actions, I was lied to. I was hung up on by surly supervisors and refused to be talked to by others. I was mysteriously disconnected 3 times without ever talking to anyone. I was refused escalation on more than one occasion, I was yelled at, talked over, dressed down, reprimanded, lied to and in the end my issues were (and still are) completely ignored.

Fatima, emp # ey(v)18375 Oct 29 refused numerous attempts to escalate call and then hung up after over talking, lying, and was just downright rude. I was at that time on a conference call with the smartphone insurance and there was a witness to how I was treated.

Nathan Ex76712 – escalated - from the first word out of his mouth he was - belligerent, rude and warned me three times to not talk over him as he scolded me for calling about an issue he said rested with the insurance company. As I tried to explain my situation he kept interrupting telling me not to talk over him! While I tried to interject, more politely than the circumstances should have allowed, but frankly I don't like to be talked to like that, he promptly hung up. His only reason to take the call was to tell me off for calling and then hang up. His actions were deliberate and designed to get me off the phone without resolving my issues.

At one point an East Indian woman pushed my call directly to cancellations where I had another nasty incident with another supervisor. Given a 60 credit and told I had no more rights to anything at Bell and considered case closed. I took it with my back against the wall. I regret that now.

I have no faith in fair treatment from your company nor do I trust what has been put in my file by the same people that I have had to deal with. Through all this there were notes placed in my file that are not true by these Customer Service reps and things attributed to me that are, I suspect, fabricated lies.

I was not offered a loner, even though this issue with phones not being shipped from your warehouse is your problem, not mine, and not the insurance company. Matter of fact I was turned down for a loner despite all my troubles with your company.

As a result I have spent hours in a foul mood that has affected everyone around me. My business is suffering as I don’t have a phone where my customers can contact me and I have wasted 8 hours on the phone and driving to stores trying to get a resolution to this issue with Bell.

I am still without a phone 12 days (9 working) after invoking my insurance and no one can tell me when I will get my phone. I am, according to my insurance, supposed to receive a replacement within 1-3 business days. At the time of writing there is still no word if it has even been sent.

Your customer service is a disgrace and indicative of a company that is too big to care about their customers. I have been a long time Bell customer for Mobility, home phone, internet, business phone and internet. I can guarantee you at this point there is very little you can do to stop me from running as fast as I can from the surly lot that you have become.

If it was not for the fact that I am held hostage by penalty fees for breaking the contract I would be gone. However, I will fight back wherever I can. Through forums, facebook, twitter, newspapers etc. In the end it will not be only my account you will have to worry about but those around me that I can influence as I recount my tale of Customer Service horrors at the hands of your employees.

PS. Escalate – perfect description of your Customer Service. It is all about escalation. Mostly customers blood pressure, anger, and frustrations.

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Vancouver Complainer
Vancouver, CA
Apr 06, 2014 2:45 am EDT

Scummy, scummy company! I will warn anyone who asks to stay away from them. I will spread it on social media. I will spread the word here. They are HORRIBLE! Do NOT sign anything with them, and do not give them a dime! Go to one of the other scuzzy companies, because this one is the WORST of the lot! And whomever you sign on with, don't do it at a kiosk! I signed up for a three year contract with Bell, at one of those mall kiosks. The kiosk says "Bell" in huge letters, so I thought I was dealing with Bell. Clearly I was stupid to think the employees working under the big "Bell" sign were working for Bell. So I was told that since my contract was 3 years, and the warranty on the device was one year, it would be wise to purchase two additional years on the warranty in order to protect myself if the phone was lost, damaged, or stolen. Because, after all, I'd still be responsible for the monthly charges (the highest in the industry) for the duration of the contract. They'd replace my phone absolutely free if anything happened. Well something has happened - now, the screen doesn't work most of the time, rendering my phone unusable. So I visit a Bell store, show them the warranty I purchased for $100, and they tell me this warranty has nothing to do with them! And I need to go back and ask at the kiosk I purchased it from. Well I no longer live anywhere near that kiosk and it's going to take me a full day to go there. And the sneaky little crooks purposely didn't put a phone number on the warranty. I am going to go down there but I don't know how I am going to do it without swearing at somebody when they (no doubt) will tell me this warranty is not worth the paper it's printed on.

This is not the only problem I've had with them; they've been horrible from Day 1, and you know what? They don't feel they should have to hold up their end of the contract either; they raised the prices by $5 per month while still on the contract, and basically said, "too bad" when I complained. I get so many dropped calls it's ridiculous; half the time in my home (wood frame house in a major urban centre) the calls go right to voice mail and I don't get notified until 3 hours later.

They promised me when I signed up that if I required more data, I could ask for it at a later date, but when I asked for it, they said they "don't have that anymore" and I would have to change my plan to something that doesn't include voice mail in order to get it.

I heard on the radio that they had Canada-wide calling now, so I went in and asked for it, and they said I couldn't have it unless I signed a new 3-year contract. There was no way I was extending my contract with them. No way at all. I am counting down the months till I can say goodbye to these crooks for good. If you are thinking about using Bell...don't. Please, don't. Save yourself. Run.

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badbob_
North Vancouver, CA
Jan 11, 2009 1:22 pm EST

In our household we have a total of three Bell Cell Phones and one Solo(owned by bell). Of the four phones only one has had no issues, maybe we are slow learners. Two of the phones are smart phones and both have been reported to Bell to have thier issues resolved. The one phone, a Motorola Q was replaced after a one month wait and a $44 loaner phone fee, the day it was recieved it was already needing replacing, prompting another wait. As of the time of this posting we are still waiting after another month with no end in sight - thier response - we don't know when it wil arrive. Keep in mind this is my son's phone and I continue to pay the monthly contract charges for a lousy phone. One must remember as well, Bell INSISTED that never have problems with the Q they are the most reliable. I can assure you that statement was like a GIANT ALARM, since the service so far was like the days of the Edsel.

The second phone that is an issue, is an HTC Smartphone that is far from smart. Since day one this phone has had issues that were repeatedly reported to Bell until in November 2008 they FINALLY agreed to replace it as it turns they acknowledge the HTC's do in fact have issues. We are STILL waiting Jan 10, 2009. The person using this phone is a cancer patient that has children in another city and we have repeatedly explained that plight to Bell and this VERY sensitive condition has fallen on deaf ears. This person needs a mobile to stay in contact with children she rarely gets to see since she is continues to recieve treatments in another city 14 hours away. She also need sto remain in contact with medical professionals who are constantly monitoring her. All her appointments and medical contacts get synced to the phone and makes her life much simpler. But as Bell continues to makes such callous remarks " you are under contract" when I suggest that I will pay to cancel the phone. Either they think I am bluffing or do not care, I suggets the later.

In the case of the HTC phone as it is such an important to the holder I called once again to Bell on November 10 and was once again greeted with `you are under contract, so off the West Vancouver, BC outlet I went with the phone holder. Upon arrival. I was met by an agent named "Pary", whom I had dealt with before and considered arrogant, at BEST. I asked what the status was with the replacement and her response, after searching the data base, was "I don't know." After asking what that meant, I was told by Pary in the most arrogant manner " I will have to print this and give it my Adminstrator" and again I wasked what this all meant in a very demanding way. She told me that "I don't have to take this." What a nice lady! I once again reminded them that the phone was for a person with a life threatening medical condition aand she literally said there is nothing she can do. Absoliutely appalling. I could not help but wonder if she had a family member was terminally ill how would she then react if her Doctor said said " nothing I can do."

The third phone is another that was given to a child so they could stay in constant contact. It suddenly has no display but an insurance plan was purchased in case of any issues they could get an over the counter replacement. Well the obvious happened, it broke! Customer service was called and they instructed him to travel almost two hours to Terrace BC to the nearest Bell outlet. The son made his way to Terrace only be told, "we don't know why you were sent here, we are only a kiosk and do not provide replacements." He was left with no choice but to send the phone to Vancouver where we are left to deal with it and so far it too has not been replaced even though there is a $7 a month insurance premium being paid.

I am absolutely shocked at a companies response with the stature of Bell. These phones are so very important, they are not toys. In the case of the phone holder that has Cancer one would hope that Bell Canada would step up to the plate and ssimply hand off another phone. Keep in mind that I offered to pay any retail difference in price of another brand of phone as well. I have every intention of cancelling ALL phones with Bell as a gift to all, as soon as I get the final OK from the phone holder. Dollar for dollar it will be cheaper. Piece of mind comes at a cost I see. I seem to have an issue with the fact that you are not free to use another phone on the network as well.

I will also foward my rant to the CRTC and the Vancouver Better Business Bureau, with special notations to the Canadian Cancer Society in hopes that people will see what Bell Canada is under al the glitter of high tech advertising. And to you "Pary" of the West Vancouver Park Royal Outlet, you need to truly undergo sensitivity training. I truly hope that no one you love dearly ever comes down with a life threatening illness and gets treated as you have treated us, you need to take a long look in the mirror and ask yourself " do I lioke who I have become?"

My name is Brian, just so people close the situation will know that I have kept my word.

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jameeeh
surrey, CA
Jan 29, 2010 11:34 pm EST

ONLY WORDS I HAVE TO SAY IS WORST COMPANY EVER! WORST CUSTOMER SERVICE! DOES NOT TAKE CARE OF CUSTOMERS! SAYS THAT THEY HAVE THE FASTEST AND CLEAREST NETWORK COMPLETE ###! WOULD NOT RECOMMEND ANYONE! IF I COULD I WOULDN'T GIVE ANY STARS. WILL CHARGE YOU FOR THINGS YOU DONT USE (MOBILE BROWSER) MY PLAN TOGETHER WITH TAX IS SUPPOSED TO BE JUST UNDER $60 IM PAYING OVER $110 A MONTH WHEN MY PLAN INCLUDES MY 5 UNLIMITED INCOMING/OUTGOING TEXT MESSAGES UNLIMITED EVENINGS AND WEEKENDS AND 200 ANYTIME AND I MOSTLY ONLY TEXT AND NEVER GO OVER MY MINUTES. THE PHONE CUTS OUT AND DROPS CALLS ALMOST ANYWHERE MOST THE TIME ITS IN MY OWN HOUSE!

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Dave Gibson
Kincardine, CA
Nov 03, 2012 6:01 am EDT
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I ordered a new phone on Sept 12th. My credit card was charged on Sept 27.
Phone did not arrive by Oct 16th. Bell Mobility allegedly sends a second phone and charges my credit card again.
Phone did not arrive by Oct 29th, Bell allegedly sends a third phone and charges my credit card again.
On Oct 30th Bell ports my phone number from my old service provider to one of the phones they allegedly sent (but I have not received. They tell me it is my problem and I have to fix it by arranging to have my number ported back to my old provider. I have not been successful at this yet
So today I have $600 in charges on my credit card, no new phone, and have not had cellular service on my old phone since Oct 30th.

The bell mobility web site has a form to fill out to escalate a complaint. I did this on Oct 28th - no one has contacted me.
I've spoken to customer care multiple times, twice I've had promises someone from Small Business Team would contact me within 24 to 48 hours - no one has contacted me.
My invoice has a 1-800 number on it. I've called it twice and left messages. One one has replied even though it says someone will within 24-48 hours.

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what the heck!
Barrie, CA
Jan 20, 2013 4:29 pm EST

i am wondering if your problems were ever resolved, as I am going through somehting very similar. Been with the over 25 years, never a late payment. The sales reps at bell stores can do and say anything they like and thier neglect ends up costing the consumer and even if you prove you were lied to, mislead, or the mistake was made at the hands of the rep., bell mobility closes thier ears and won't help. They have left my account in a mess now for 3 months because of a neglectful sales rep. who failed to do as promised while signing a new contract and Bell mobilities answer is they can no do a thing for me. So frustrated. Bell loyalty depmartment say things like they appologise for this, or sorrly to hear this has happened...just credit back the errors off this bill! I dont want the lame excuses or apologies unless they want to take ownership and do something about it.

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Dave Gibson
Kincardine, CA
Nov 03, 2012 8:59 am EDT
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I can't seem to edit this complaint. "One one" in last sentence should read "No one".

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thisman
New Rochelle, US
Nov 03, 2012 7:18 am EDT

I think you played dumb and so you got played. This stops with the first order! Where is the phone. No don't send a second phone if you will charge for it. And I will report fraud if you charge.

Record all your calls anytime you talk to and & all CSR. If you call and no one's there use CMRRR. I think it's time to contact a consumer attorney or post your question at debtorboards.com and seek advice on how to proceed legally. Good luck!

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FBIWillis
Lancaster, CA
Aug 20, 2010 3:20 pm EDT

I am a customer ...for 30 years...Cell phone needed for travelling work away...yes...renewing the contracts...the wife and daughter...and really ...I was sure I had the same plan...but they still argued today that ...I did not have my daughter's text message for unlimited ...free texting...And now my bill is a charge of more ...a four hundred..more...I am fuming at this...because this not make sense...today they are telling me if i do not pay for my bill ten days from now they are sending me to the collecting agencies...and will have another charge a termination charge adding to it. good luck...last u seen us.

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DaveM
, CA
Jun 11, 2009 4:52 am EDT

Bell Charges You Airtime and Long Distance to retrieve your voicemail

I found a topic on Bells own forum site that gives you all the details.

It is located at

http://forums.bell.ca/viewtopic.php?f=14&t=1767

and it has been confirmed with a Bell employee.

a snap shot of the forum posting is here also

http://i44.tinypic.com/1zn8myg.jpg

Just thought you all should be warned!

Overall rating if they do not fix these problems a 2 out of 10

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6:16 am EDT

Bell bells policy of gouging customers

On the 19th of Oct 2012 I called Bell Canada to cancel my internet turbo stick. I have had this service for years and no longer need it.

Bell representative advised me I had to keep it and pay from the 21st of Oct to 21st of Nov before it can be cancelled.

This company is a pack of thieves. I believe their policy is ridiculous and that a punitive month of charges is totally unrealistic.

Jeff McGoldrick. Will this complaint mean less if my grammar and spelling is incorrect.

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5:26 pm EDT
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Bell over-billing, lies, louzy customer service

I don't think it is necessary to explain my complaints about BELL because they are the same as everybody else. Lies after lies, being cut-off by reps, given the run-around from one department to another, being promised a Credit and 4 months later nothing received, being billed for a service that I do not have (Bell TV), and finally cutting off my telephone service because I would not pay for a service that I do not have with them!
Are you guys willing, ready and able to UNITE and launch a class action law suit against BELL?
If we hit them where it hurts (money and bottom line), maybe they will learn to respect their customers!
You can write to me to organize at: [protected]@gmail.com
There is no sense in complaining soooo much and doing nothing about it!
ENOUGH IS ENOUGH.

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Update by Sam Ser
Aug 16, 2012 4:17 pm EDT

Hey, do you work for Bell Canada?
What the heck do you know abou the many, many, many calls and hours that I wasted talking to reps from every dept, and how many times did I talked to Customer Service?
I have every discussion documented - with dates, hours, names and result of the call. In addition, I will request that Bell provide copies of all the conversations which are recorded "for quality and customers support".

Update by Sam Ser
Aug 15, 2012 9:38 pm EDT

OK. To satisfy your curiosity I will tell you ... but there are many and plenty of complaints all around, about over-billing by BELL as well as by ROGERS!
Back in November of 2011, I ordered to have Bell TV installed (after receiving a flyer with the advertising-promotion). After the installation of the dish and seeing the programming, I did not like it AT ALL, so I called after the 2nd day and asked for a cancellation of the service. I was told that I could not cancel since I agreed to a 2-year contract. I reminded the rep that "by law" I could cancel my subscription within 7 days with NO PENALTIES! She accepted my argument and said that a box would be sent to my home to return the equipment and that I will not receive any charges. My Bell TV service was disconnected after 4-5 days. Starting with my Jan. 2012 bill, I was charged an average of over $200 a month (!) every month up-to and including May 2012, including a charge of $500 for the equipment. When I called them (in February) complaining that I did not receive the box to return the equipment, they sent me a box. Needless to say that I called every month and wasted hours and hours trying to get the credit for the service charged (Bell TV) which I DID NOT HAVE since October of 2011!
Every time that I called Bell, I was sent from one rep to another, claiming "it was a different department".
Every month that I called to complain about not receiving the credit, and repeating my “history” time, upon time, upon time, I was told that the credit will be coming and that "a ticket was issued". Meanwhile I kept paying my telephone and my internet lines, but ignoring the "Balance Due + Interests + Penalties). Finally, in early July 2012 they disconnected my phone-internet services (while I was out of the country). I am planning to sue Bell, either thru Small Claims Court or with an attorney!
Are you satisfied now?
Do you believe me now?
What do you think I (we all) should do?

Update by Sam Ser
Aug 12, 2012 5:36 pm EDT

There are probably thousands, if not tens of thousands of BELL customers (TV, telephone, Internet, Bell Mobility) that are being USED and ABUSED on a daily basis, and for lack of time or willingness to correct a wrong, they just complain about it and then ignore it.
WHAT ABOUT A CLASS ACTION SUIT AGAINST BELL?
If you are ready, email me at: consumersofcanada@gmail.com

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Bob Fitz.
Edmonton, CA
Oct 05, 2012 10:51 pm EDT

If people who have a complaint such as being charged extra the solution is very simple. We all know that as a client you have no power to make Bell, or Shaw, or Telus, or Rogers pay attention to your complaint. Posting a complaint does nothing. However there is a very simple solution to them owing you money, or charging extra fees. Go to Small Claims Court. All you need to do is show a judge why you are being charged extra, or they owe you money. Will a corporation dare to ignore a Court ordered judgement in your favor? Not a chance. If they did the proverbial "dodo' will hit the proverbial fan. Can you imagine the effect of 200 cases in Small Claims Court. Can you imagine the effect of 200 judgements against a corporation such as Bell, or Rogers?

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B_lieto
, CA
Sep 04, 2012 7:57 am EDT

Totally agree with all what people say, I have the same experience with Bell, we should together to bring bell down

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gddlss
Lafayette, US
Aug 16, 2012 4:41 pm EDT

"This Place Needs More Descartes" is the site troll. She/he enjoys high handing the OP's.

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5:56 am EDT
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Bell no phone/internet access

I recently moved into a new apartment and have not been able to have Internet/Phone service for 5 days already. I called Bell several times with my cell phone and each time, a rep tells me a different excuse. Bell Canada is honestly the biggest liars ever! Yesterday, a rep told me that the engineer serving my area will give me a call today. The day before, a rep told me that the engineer would call me back "yesterday". This morning, I called and they said that I have to wait for the engineer to call me back in the end of this week. Come on Bell. Internet/phone is not rocket science. You do NOT need an advanced degree to work for Bell Canada...I have lived in other countries and Bell Canada is really the worst company ever. No respect for customers at all (reps hang up on you or they leave you on hold for over fifteen minutes). In South Korea, you call for Internet service and a technician comes the same day...and on top of that, South Korean telecommunications companies charge less than what Bell charges...

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9:48 am EDT
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Bell horrible customer service

In 2010 I willingly signed a three year contact for an iPhone. I LOVED it. But unfortunately ir simply stopped working 20 days out of its 1 year warranty. Bell would do nothing to help. I was desperate to have a functioning phone as I use it for my business so I visited a Bell store to inquire about a replacement phone. I was advised I still have 2 years left on my three year contract and that even though they had sold me a faulty product that I could not use, I was still obligated on that contract. However, if I would sign another three year contract I could get this fabulous new Blackberry Bold. They refused to simply add the new phone to my existing contract. I've never liked the Blackberry but apparently being a loyal customer for 3o years, having all my services (high speed, home phone, satellite tv and mobile) with Bell does not qualify me for what they called an 'upgrade' to a phone with a larger display, that I would be able to see. BUT - a week or so ago Customer Loyalty at Bell offered me a solution. For $175 I could switch to a Galaxy 551 that would simply be added to my existing contract, which still has 15 months remaining. AND I had 30 days to return the new phone if I didn;t like it. Well, I don;t like it. But Bell Customer Care won;t take it back as they say it is refurbished, that I knew that5 at the time and there is no return. SO, I have a broken iPhone, a Blackberry I can;t see and a 'refurbished' $175 Galaxy I don;t want. And Bell Customer Care will not speak to me. Is there any credibility left with that company? ShHould they not be held accountable for product they sell to us while tying us in to three year contracts?

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ickybuck
, CA
Mar 25, 2011 11:24 pm EDT
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This is a letter I sent to Bell after a horrible customer service expirience. Note that I was tryig to cancel my small business contract because of their bad service and high monthly fees.

To whom it may concern:

I am writing to inform you of your problematic and discouraging customer service.

I visited a Bell partner store to inquire about cancelling my contract as I wanted to switch to Rogers. Chin told me he could do better than Rogers so I humoured him and he gave me some good options. He called Bell to see what my cancellation fees would be. He handed the phone to me and the person on the phone said he could do better than the store could and asked me to call 611 after I left the store to discuss. I thought it was odd that Bell would try to steal business from their partners but after all, I was leaving Bell because of the hassles I have had.

When I left the store I called 611 and was told that I couldn't cancel my account. Trey (6040030) said I was not the key contact and as it was a corporate account, I needed to talk to Bell Corporate. When I asked to be connected, he said they were only open till 5pm EST. As it was only 3pm in Edmonton I told him this was unacceptable for a corporate client to not have access to corporate care during my business hours. He apologized and I told him that wasn't good enough. He again told me that I needed to talk to the key contact. Not knowing who it could be, I asked him to tell me. The bill comes to my address and I pay it from my company account so I deserve to know who the key contact is. He said he wasn't authorized to tell me. I told Trey to connect me to his supervisor and he refused for 20 minutes citing over and over that I was not the key contact and their department didn't deal with corporate accounts. Finally I insisted that I didn't want him to do anything else except transfer me to his supervisor. He repeatedly would tell me that he and his supervisor could not do anything for me. I told him that I didn't care what they could or could not do, all I wanted is to talk to his supervisor. That was the only thing I wanted from him. Finally I told him I was not going anywhere until he solved one of my two problems. We sat in awkward silence for another 20 minutes. Finally he transferred me to Bell Corporate Western. Within 5 minutes, the person was able to tell me who was the contact as well as the cancellation process.

It is ridiculous that your clients have to experience this. I had almost been convinced to stay by Chin at the partner store but now I am leaving Bell permanently and letting as many of my friends and Clients know the pain that it is to be a Bell customer. I am going to post my story on Facebook, Twitter and as many forums and opinion sites as I can find. This has been the most frustrating customer service issue I have endured (and we were Telus customers before Bell so that is saying a lot). Bell does nothing to make the situation right or help solve the problem, they just create roadblocks and make it difficult to be their customer.

I don't know where this will end up or what changes it will cause. I highly doubt that a company that allows this to happen will ever have the wherewithal to correct itself. I cannot wait until the US providers come to Canada and provide the much needed competition in our market.

Regards,
Eric

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blaird
North Vancouver, CA
Nov 01, 2012 6:20 pm EDT

I switched to Bell mobility 2 months ago and clients have had trouble calling me ever since. When several different people try to call my number they get "number not in service". I have called Bell about 20 times over this issue and have been getting nothing but a run around. Bell DEAL with your problems! How many clients have I lost because they can't get hold of me?

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Angry Bell Customer
Appin, CA
Jan 13, 2013 4:59 pm EST

Bell called us and said we needed more minutes that we were going over our minutes attached to our plan. We agreed to add another 300 minutes a month for $30. Not knowing how to read the bills and have asked several times, we have come to find out 26 months later that we have never even come close to using the minutes we origanally had. Now that I say is stealing! They also inputted our long distance plan in wrong so we were paying for something we didnt even use plus all our long distance charges we thought were in our plan. I figure over the 26 months they took around $2000. 00 from us. Right now I hate them!

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BELLSUCKSSSSSSSSSSSS
Woodbridge, CA
Aug 03, 2012 4:29 pm EDT

BELL MOBILITY IS THE WORSE COMPANY, EVER! I paid my $385.76, 2 years ago and they said I never paid it. So now they have a collection after me...are they serious?

NEVER, NEVER WILL I ORDER ANYTHING FROM BELL CANADA...A BUNCH OF CARELSS ###S AND THEY DON'T GIVE A CRAP ABOUT YOU, ONLY YOUR MONEY!

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Arabigo
St catharines, CA
Jun 08, 2011 1:31 am EDT

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.

http://thetruthaboutbellmobility.blogspot.com/

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Arabigo
St catharines, CA
May 26, 2011 8:42 pm EDT

Those dumb bell customers never make sense, they want everything for nothing. We suffer so much at Bell because of this stupidity ... sometimes we wish they stop calling all together and go away ... rather get no calls and possibility of business closure than to deal with ###s who know nothing about their plans, bills, or even the phone they're using ...such ###s.

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chinamansam
Tallahassee, US
Mar 26, 2011 12:53 am EDT

Seems like the CSR followed protocol. You were at fault by contacting 611, sure sounds like you got misinformed by being told to call 611, but the CSR said to call corporate or that they are closed at 5pm? You didn't listen to the CSR that was giving correct info. If your account is corporate, you reached the wrong department? I would compare this to contacting Samsung Canada Appliances Division when you want to address a Samsung Canada Mobile Division question. "HI CSR WHO KNOWS ABOUT FRIDGES, I'D LIKE TO KNOW HOW TO COMPOSE AN SMS ON MY SAMSUNG PHONE" Does that make sense to you?

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6:12 am EDT
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Bell security

Lax security procedures at Bell Mobility have resulted have resulted in fraudulent issuance of cell phone under my name based on unauthorized credit check without proper verification of identity. These actions have resulted in serious identity fraud concerns, spending hours on the phone with Bell Mobility, writing letters, Police Reports, Calling Credit Bureaus and others. Unauthorized credit check has also resulted in invasion of my privacy.

Bell Mobility may dismiss as a minor loss and claim that it is a victim itself. However lax security procedures encourage this kind of fraud. There are serious implications for the individuals affected.

Does any body else have similar experience?

It may be small loss for Bell

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7:20 am EDT
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Bell service (lack of)

I put in an order to cancel my home phone and to move my internet service to my new residence.
It is now 3 weeks past the date when Bell should have transferred the internet service. I have spoken to 12 Bell representitives!, I have been on my cell phone with Bell for a combined 4 hours, Bell has sent two technicians to my home where I had to remain home for a 4 hour block of time (5pm to 9pm), a technican was a no-show for one visit so that's a 3rd four hour block of my time wasted and now they say they can fix it all by sending a third technican this coming Sunday where I have to sit home for another 4 hour block of time - from 8am to 12pm. This company is going down the tubes, with inefficiencies and customer service at this sad level I hope they will soon be out of business. I've cancel my "service".

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Iqbal Dhawan
Brampton, CA
Jun 03, 2016 8:30 am EDT
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Bell Canada has no cooperation between their departments. They gave me a run arround in their departments for just a Internet Moving service. I had their service at my old address and wanted to keep it at my new address. So I called and requested to transfer my service to my new address. The agents were more interested to sell me other services offered by BELL at my new address rather paying attention what I wanted. I just wanted to move my internet to the new location.

The technicains did not showed up at my new location, they went to my old address two times at two different days to hook up internet.

The customer service is worse they do not know what to schedule and when to schedule whom to transfer the customer requirements. The disapacth is controlled by different department who has no interction with Customer Serivce. Dispatch was not able to locate the service number provided by customer service.

God Save Bell! Give them brain and computer system and a software which can intigrate their departments.

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Magic Jack Lover
Newmarket, CA
Jul 05, 2012 7:01 pm EDT

Why does a company the size of Bell Canada need to go off shore and hire non-english speaking people? Money? profits? Everyone does it? Everytime I have a question I end up with someone who cannot understand English. The most recent phone call ended when the Bell Canada representatitve simply hung up while I was asking the question. The question was fairly simple. How do I re-direct a former employees e-mail address. Someone quit the company and has our e-mail address and I would like Bell Canada to re-direct the address to another address. I asked the Bell Canada representative how we would go about re-directing the e-mail. She said it cannot be done. As I was saying - I find it impossible that Bell Canada cannot do it when everyone else can - she hung up. I find the service at Bell Canada has once again turned into non-service. I have now brought all my services back to Bell and now Bell Canada is telling me through their actions that I have to leave. If you are travelling to the USA go to Verizon and purchase a $20.00 and put enough money in the phone to cover your trip the cost to use the phone in the USA is $2.00 a day on those days that you actually use the phone. If you don't use the the phone you don't pay. Bell Canada has a long long long way to go to stay competitive. If at all possible shut your phone off at the border and reconnect to a wi fi service and disconnect the telelphone. You can still BBM and text on the wi fi line free. Better yet get a Magic Jack Plus and you can phone anywhere in North America for about $69.00 a year through your laptop. Magic Jack is the best thing that has come along in 50 years for telephone use. You can buy them everywhere. My home service on Magic Jack is $149.00 for 5 years line is crystal clear and very few dropped calls. Just call back it is free.

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5:55 pm EDT
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Bell late payment charge

My parents account has been closed for 3 months now with no phone connected to their service. I still receive bills monthly saying
previous balance 0.00
payment 0.00
balance forward 0.00

Well this month I get a bill with a 0.07 late payment fee Regulated
and a late payment fee unregulated for 1.33
total 1.40

I call them and the women says on the other end it for a late payment ... so it says but when nothing is owed how is there a late payment. She said they bill 2 months after for late payment charges I said BS this is total BS after and only after I threatened to go to the papers with this did she put me on hold only to come back and say the charge was removed. Un F'n believable!

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10:46 am EDT
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Bell no service when raining

This is the fourth day in the past week that we have had lengthy satellite TV service interruptions. Upon calling to complain, we were given a daily programming fee credit of $2.39/day and told that we cannot expect service any time it is raining or snowing. In the past we have had short outages in very heavy rain, but problems are more frequent and longer than in the past. While the dish was installed by Bell, they want us to pay $70 for a site visit even though it is their equipment that they installed. I think we'll be changing to cable soon.

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11:29 pm EDT
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Bell abusive language

Hello, Bell Canada credit department has left me many messages and I have spoken to them explaining that I was told that I had until May 24, 2012 to pay my bill. Well I received a message from them using the "F" words. "This message if for "F'g" my name and I better "F'g" call Bell Canada.
This is not acceptable. I have been with them since 1988.

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2:21 am EDT
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Bell bell paper invoice

We have received notice that as of June 2012 there will be a charge of $2 for paper invoice unless you register for eBilling. No Option here ! either pay $2 or go online. I have been trying to register for the past month but each time with error or failure. I got a chat online with some idiot who provided instructions after resetting my profile and it still didn't work. I tried again today, another error, it says: sent to your email, but nothing in my email.
I complained that this is stupid because if more than one person is paying the bill because the other is away, how is that person going to go online to see the invoice ? Answer from chat idiot: "give them your password". Stupid !
I think this is a money grabbing rip off by Bell. Bell's invoice is so complicated that if I could trust Bell Canada with providing accurate billing without screwing up, I may not be so angry, I am fed up with them.
If there's a service provider out there that I could depend on, trust, provides exceptional service, please let me know !

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stu468
, CA
Jul 26, 2012 7:09 pm EDT

Bell is really cleaning up on charging two dollars for every invoice they send their customers who don't choose to view their bills online. This is all just another cancer spreading across the globe with all these extra charges in businesses. Everyone should all just get together and not tolerate this anymore. Enough is enough! I quit Bell today. :)

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j99enigma
Windsor, CA
May 24, 2012 11:14 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I too disagree with Bell Canada's switch to eBill under the guise of environmental friendliness. It is nothing more than an attempt to increase profits. The Courts and Retailers always want to see the Paper or the Receipt and if there's a problem with a bill then you won't have a hard copy unless you have printed it yourself. I, for one will never switch to eBill.

Gravitytheseducer
Gravitytheseducer
Cambridge, CA
May 11, 2012 6:41 am EDT

They do have an option to view their bill online but they prefer to stick to their old ways so they can pay the fee. My grandmother is 84 years old and she does most of her banking and views her bills online.

Gravitytheseducer
Gravitytheseducer
Cambridge, CA
May 11, 2012 5:03 am EDT

I agree with The facts only please!

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David Smith 1
Welland, CA
May 09, 2012 4:21 am EDT

I believe it to be unthinkable that any company can try to control the way in which payment is made. Personally I do not like the idea of on line banking so to be penalised for my way of doing things is very annoying. How many employees are to lose their jobs because of this? The correct procedure should be to offer the $2 as a discount to those who follow this route not the reverse.

Gravitytheseducer
Gravitytheseducer
Cambridge, CA
May 04, 2012 5:29 am EDT

It make sense that they would do something like that to deter you from receiving a paper bill. I don't think it's stupid at all. At least you don't have to worry about your bill being lost in the mail and you receive it the same day its generated. Get with the times everything is online now. And the Bell worker's suggestion to share your password with the other people who pay the bill makes perfect sense...or if you don't want to do that, just let them know what the balance is and give them the account number so they can pay it. Your making a big issue out of nothing LOL.

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10:43 pm EDT
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Bell - hidden costs

I am uncertain as to where to turn here. I have been receiving hidden costs from Bell Mobility for some time and each time I call they say that these costs were agreed by me due to having a contact with them. At no time was it told to me that I would have additional costs incurred throughout my contract period. Please allow me a moment to explain: In...

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11:32 am EDT
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Bell fraudulent charges

We had been with Bell for a very long time . We then got cell phones on a 3 year term. Here is where the problems begin. After the 3 FULL years were up we went on a month to month basis.(june 2008) My husband then cancelled his phone on Sept 12 2008. We were told that there was a one month penalty because we did not give 30 days notice. OK fine paid that. Now every month thereafter oct nov dec 2008 we received a bill with both phone lines still being charged. Everytime the bill came in Oct Nov dec 2008 we called and advised that one line was terminated as of sept 12 2008 and the representative acknowleged that and told us that there was a glitch in the system and to pay it to maintain credit rating and it would be creditied on future bills . Well finally January of 2009 the correct bill came in at $44.86, for the one phone . That was paid every month from January 2009 up until and including May 1 2009 when the cell phone service was cut off for non payment. NOW remember this bill was paid EVERY MONTH for almost 4 years and the last year june 2008-may 2009 was a month to month service for one phone .The overpayment that I had made from septmeber 2008 -december 2008 was NEVER CREDITED to me . This amount comes to $160.98 that THEY owe me . Bell terminated my cell phone for no reason and has filed with the credit bureau that we owe them when in fact they have it completely backwards. Our mortgage specialist contacted them directly and was told that there is a $0 balance but it is recorded on our credit and they refuse to fix it . BELL SUCKS

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