Bell
reviews and complaints

I was due for an upgrade and shopped online at the Bell Store. There was a promotion for the Iphone 8 @ $0.00 April 1 2018 We spoke to a rep and he set up the deal. He sent us a text and an email with the order number and told us to go to our local Bell store. We went to the bell store the next day and from there were told that the phone was no longer $0.00. I called Bell center and they said they will honor that. I go back in the Bell store and again I had to call Bell because they wouldn't honor the order. 2 times within half an hour. The rep on the phone said he sees the email I was sent and it says $199.00 for the phone but the rep I was standing in front of me at the bell store says that he is looking at the email and sees $0.00. why would they tell me they will honor the order and when I get to the store they don't. I am seriously thinking of cancelling everything with Bell

I have been an internet only customer of Bell since September 2016. I am moving house and the house I am moving to already has an internet set up with a different provider. I cancelled my Bell service on March 26th, the service will stop on Saturday March 31 at 9.00am. The person to whom I spoke - I explained in detail why I am disconnecting.
Today, March 28, I have had FIVE phone calls from their [protected] number, I assume it's in India as all the callers have had Indian accents. I have answered two of them and told them to not call me any more to take me off the list. This is very irritating as I am trying to work.
I just want them to know this is the right way to go to upset a customer - if the service where I am moving to is not good enough there's no way now I will call Bell.

Donna Simmons Account # [protected]

In August 2016, I moved my Cellular phone and that of my daughters to Bell so that I could bundle it with my residential services and potentially save money. I was extremely pleased with the service I received at the Bell Store but within DAYS I received a text from Bell saying that we had used 90% of our data. Since we had 16g I knew this to be impossible. I contacted Bell immediately and reported the problem and was told it was likely because the devices were new and that there were likely "updates" that had been running. They issued me a credit but the problem of significant and unjustifiable overages continued. I repeatedly contacted Bell in an attempt to resolve the issue but was simply passed from one customer service person to another or from one department to another without any help.

During this time period I went to Apple and they run a diagnostic on the phone and determined the phone to be defective and replaced the device. Believing that I had solved the issue, I contacted Bell and advised them of the findings and I was asked to send a copy of the work order from Apple yet which I did immediately but I never received any reply.

In the meantime Bell continuously harassed me to pay my Bill in full, since I was only paying the monthly contracted amount for my cellular and home services and not the outstanding data charges and Bell therefore considered my account to be in arrears. I made countless calls to both the Customer Service and Credit departments and continued to be passed around, without any satisfaction or resolution. Finally, but cut all of my services for non payment.

Believing Bells decision to be "unjust" I immediately contact the CCTS and filed a complaint and not long after I was contacted by Patricia Barbe at Bell's Executive. Initially, Mrs Barbe seemed interested in resolving the problem and despite the fact that it took several weeks
and many conversations back and forth, Mrs Barbe arranged for me to receive a full credit for all of the Data overages and as well on my Cellular device, and I agreed that I would reinstate my home services since I had never wanted to discontinue them in the first place. Mrs Barbe advised me that Mr Laframboise who was in charge of the Home Services would contact me to reinstate my Fibe TV and Internet Services.

Yet, Mr Laframboise never called me as agreed and despite many calls attempting to reach him, I was unable to do so and was instead sent a letter from a collection company. Upon contacting them I was advised it was because I hadn't returned the modem etc for the disconnected home services, despite the fact that I was told to keep them since it was agreed that these services would be re instated.

Outraged, I attempted to contact both Mrs Barbe and Mr Laframboise in an attempt to get some answers and despite several calls and messages left for both, I have never received a call back form either. Needless to say I assumed that Bell was not interested in having me a a client and I immediately proceeded to return all of the drives related to my Fibe TV and Internet Services. Several weeks later I received a second letter from the collection company however after contacting them I was told that in fact they had received notification of the returned equipment and I would be a full credit.
Naturally I was relieved and thought that finally after close to a year, the situation had finally been resolved. However I have recently come to find out that I was greatly disillusioned

When Bell disconnected all of my services, I had no other choice but to go to the competition for my cellular and home service. I went back to Rogers for my Cellular Service where I have been very pleased, but I have not been satisfied with my TV services with Videotron . Always being a HUGE FIBE TV fan and still believing that Bells home services were good, I went recently went to the Bell Store to have my Fibe TV and Internet services restored.

Imagine my GREAT surprise when I was told that there was still an outstanding amount of $ 790.71 on my account . I immediately contacted Bells customer service department but was told that this amount was for my TV services. I explained the situation once more to the customer service representative but I was advised that while they could see that the equipment had been returned, I had not been credited for the full amount and he did not have the authority to do anything further. He suggested that I get in touch with Mrs Barbe. I left the store not only feeling frustrated but humiliated and have attempted to contacted both Mrs Lamframboise and Mrs Barbe twice in the last week and have yet to receive a call back.

What is important for you to know is that over the course of the last year I have been trying to resolve this situation and I have spent a great deal of time and energy doing so. I fully expected that once I was finally referred to Mrs Barbe from the Executive Offices that the situation would be resolved efficiently and effectively but this is far from reality. Not only was I not contacted by Bell requesting the return of their equipment prior to being placed in collections, neither was I ever notified of there being any outstanding balance on my account.

I am hoping that now that this situation has been brought to your attention, the matter will be fully resolved once and for all and a full credit as was agreed.

I do have a record of all the communication between the CCTS and myself and their findings, should you so require.

Thanking you in advance for your attention to this matter

Donna Simmons
[protected]

ACCT: [protected]

March 21, woke up to another sunny day so there's no excuse why the speed on my sister's Internet account with BELL Internet (at home which I share) is crawling along at .18 mbps -- one tenth of 1 mbps which is already 1/5th the minimum for Bell's FIBE High speed. We've been paying for years for high speed but get nowhere near high speed at the best of times.

Last week, she called and we spent (both our phones air minutes burned out) about 3 hours explaining that the Internet barely registered Then going through one BELL person after another to answer a list of questions such as: "Is the power light on? " Answer: "Yes." (pause for 1 to 2 minutes)
"Is your WAN light on?' Answer: "Yes." (pause for 1 to 2 minutes)
Over and over and over, one person after another, until finally, after nearly 3 hours, someone believed us that it wasn't an "in the home problem" -- it was a continually repeating problem with the outside lines.

BELL finally sent a tech who said: "You're right. The line was barely registering." Really? Again with the surprise? Then, a repeat of the same lame excuses why year after year after year Bell won't fix this despite constant complaints but continuing charges of "high speed" prices for dialup service.

Rip off.

BTW, I don't respond to calls from "unknown" numbers or calls after 17hr00.

Today I spoke with Nick employs # EZ23891. When I asked him if he knows if I can get any discounts for my account because my monthly fee went up he said there's no promotion at all. When I told him that I will probably look for another cheaper provider he said that he actually doesn't know. I wonder why inexperienced people like him even answered the phone. When I told him that, he starts to raise his voice on me and he said that he is working in billing department (even better). I am not impressed with some of the bell customer service representative.

Im write this complaint this bell service with all regrate's to services are complicated iusse with smart touch issue liebility im spy with techiciner hacking, flooding, trance, looping this service provide be organized to big ciminal behind the line. hear this out i buy new model asus desktop within 15 day with protection internet such as mcfree find there way of loop the wizard change personal information in my life data crash my computer sue this network

For years I have had unlimited long distance service at a fixed rate of $10 per month which included Canada/US - Trio Promo, including international. In February of this year (2018) I discovered my bill increased by $42.94 plus tax for a call to France. When I called Bell on February 16th to ask why they charged me when I had the benefit of this package. They agreed to credit the charge. Now, on the March 9th, 2018 bill, I am discovering another increase, this time for $85.88 plus tax, again for an international call made on February 7th. The package was still in effect on my January 9, 2018 invoice. My complaint is that I was never advised of the modification to my long distance package charges and find their actions as being abuse of power. I would like advice as to recourse in this regard.

I have lost approximately 25 hours of my life, over the past 5.5 Months to this company. In September 2017, I received a charge on my Mobility account for $517.30. I have never had a mobility charge over $200, in my eight years with Bell Canada. I logged on to MyBell to view the bill, as it was obviously incorrect. My bill was not available online, in fact my September bill is the only bill EVER that has not been available online. No worries, I'll contact customer service and they will provide it to me.

Over the next 5 and a half months, I called into Bell at least 3x a month, requesting this bill. On every occasion, they reported it cannot be sent via email or fax, and that snail mail was the only option. It was "sent" to me via mail approximately five times. I never received it. During that period, I received approximately 15 letters from Bell, in regards to promotions, threats of cancellation and threats of sending my account to collections. But still no bill. Every time I called in, they would re-send it. They promised not to charge late payment fees, yes charged them every month. Every month I would have to call in, and have them manually remove the late-payment fees.

Finally, in March 2018 I was broken. I have contemplated accessing lawyers, however the time and effort while working full-time and raising a family were just too substantial. Today, I paid in full a fraudulent charge on my account for $517.30 that they were never able to provide a bill for. They have no evidence they rendered any services to me in September 2017. This is illegal. This company committed a crime, and yet they will win again.

This is not my only massive issue with this company, . On a number of other occasions they have "forgot" to credit my account after returning my PVR. They "accidentally" charged an old MyBell account $150.00. I called in and they responded, "Oh yes that is not a valid charge" and simply removed it. Without my one hour phone call, they pocket $150 illegally once again. If you are set-up for pre-authorized payments with this company, you are undoubtedly out 100's of dollars.

I wish they had pulled this on me in my younger years, when I had the time and ability to go toe to toe with a giant organization and get legal representation.

Overall, stay away at all costs. This company needs to be held criminally responsible for what they do to their customers. After 8 years, I have likely paid them over $20000 for services, some rendered… others fraudulently created with zero tangible evidence. This is my story, don't let it happen to you.

I was on the telephone with technical support and customer retention for almost 2 hours. I was informed by the technician that my service was not functioning properly and she could tell that the issue was for at least 1 month but I did tell her that it was more like 3 months. I pay $275.55 for the service and I was hoping to be compensated for what did not work. They offered me a $50 rebate. What frustrated me was the retention person whose name was Robert said, there was no note on what I the technician said so I wasn't able to get a greater discount. I was infuriated by the lack of customer empathy and willingness to get the technician to call in. I feel that I have been cheated and robbed by Bell Canada.

date: 10 years and running
description: ridiculously slow Internet speed.
My sister lives at Kanehsatake. She asked Bell for "High Speed, " was assured by Bell that she'd get "High Speed, " pays for "High Speed" each month. But for at least 10 years, she's never had anything like 5 MPS, or high speed. In fact, she's lucky to get higher than 1 MPS. It took between 4 and 5 minutes to load Bell's web site page to find out how to complain today.
No offer of lower price for disgustingly poor service.
Nothing but lame excuses; "you're at the far end from our junction."
You're cheating her of her money by knowingly, deliberately, charging her for a type of service you know you can't deliver.
Bell really sucks.
Call me when you feel like talking.

Dan David [protected]

First of all the phone numbers listed under the ombudsman office does not take you to the ombudsman's office.

i have spent at least one day between all the phone calls in an attempt to get proper services. i am now at the end of my rope with patience on trying to port a 1-800 number to bell land line. i have been at this for a month and still no resolution. can you imagine business lost. someone help

After a door-to-door sales rep came to our home, he convinced us to go with bell and we did - biggest mistake ever! After a few days of all our services with them, we had problems with our fax line. A technician came to our home on the saturday after 2 days of installation. He told us it was too late to do any repairs, and the appointment would have to be re-scheduled - we were very much dissatisifed. We ended up cancelling with bell and going with another provider after 1 week. Bell emailed us stating that we would receive boxes within 1 week to return their equipment via purolator. I received a return label but no boxes. Called into bell who informed me that they no longer provide boxes. - their customer service starting from the salesmen is very frustrating and disgusting!

It is with much frustration that I am writing this complaint. After experiencing excessive poor costumer service and communication with Bell we decided to go with another provider. Thinking this is all resolved and that our billing was up to date. We were assured that once the equipment was returned our balance was zero. Unfortunately now we're advised that there are payments due in the 2 months after our service was disconnected and we were being serviced by another provider. Bell communicated with us on numerous occasions to return to Bell even offering a credit to our account. I was promised a supervisor would call me back within an hour. No call was ever received. Our Bell experience has gone from bad to worse. Not sure what else to say.

I just spoke to your customer rep - Amber. My account no MS JAGDEV MANN [protected]. I am an old customer > 10 years .I see that I have a basic package. When you called the last time I added the HBO channel, At that time nobody talked about my existing package which is outdated . I guess you dont care because it will cost bell more money to have to change into something else. Anyway, I asked Amber to review my package and tell me if it fits good or better. she said 'good'. But when I checked, I didnt have a number of channels . I asked her again . She said 'I think so'. How do you rely on Bell to give an optimum package tailored to my needs if you have suck people working for you? I asked her to put me to her supervisor, she gave me all kinds of excuses and kept me on hold for 10 mins. I finally hung up and wrote this.I have never changed my package and I thought Bell has new packages now and I should consider value for my money. My issues are:
1. Bell calls to ask me to to do add ons but do not review my existing package. This is in a way cheating me
2. your customer rep does not have enough knowledge to address my issues and assist me in selecting the right package
3. I was kept on hold for so long
4. I believe I am overpaying fr the package I have

I can always take my business elsewhere

jagdev

I Mustafa Al Rudai am cancelling my internet services . Congratulations bell you made me not trust you guys after I told you guys I will be moving to a new address which is 273 pharmacy Ave in Scarborough Ontario . My bell fibe 100 is not available there and such crooks such as yourselfs would be increasing bell internet plans by $5 on current customers . I am so angry with your unprofessional loyalty department located in the Philippines. You guys are a joke and after thinking I made the right choice by leaving Rogers . You guys are no better than Rogers . So sad and disappointed that the loyalty department offered me such a pathetic deal . I'm paying $72 for my bell internet services which is already expensive by the way and you guys are nothing by despicable leeches . I currently live in 25 cougar court and I'm moving to a new address upon learning the new $5 charge Completely unacceptable

I am tired of being robbed blind by Bell Mobility - My credit card was just debited $740 for one month's cell phone bill! That's over $500 in overage charges for a non-tangible service! Bell sent me the required $50 overage notification prompting me to accept and continue so I could continue using my phone.. in this case, to resume using my GPS while traveling down the 401 in Toronto. I was floored when I saw the $740 bill come in today! This is outrageous! Why wasn't I notified at $100, $150, $250 or $300 over? Because Bell sent me an initial notification they are completely fine exercising what appears to be their right to charge whatever they feel like for Data overages and are not willing to co-operate with me on the phone to work out a mutually agreeable solution. My request was reasonable - Adjust the plan retroactively to a Data plan that falls within the amount of Data I used last month? So many providers across North America are offering unlimited Data plans (yes with tethered speeds after a certain limit) but they will never be charged $740+ for a cell phone bill! That's a mortgage payment! The fact that we don't have enough competition allowed companies like Bell to monopolize the market and continue to rip off hundreds of thousands of Canadians charging them ludicrous amounts of money for services that cost them pennies on the dollar! Why do they charge so much? BECAUSE THEY CAN! They have a license to print money! As long as they have their notifications/temporary blocks in check the sky's the limit! If this happened every month it would be $8, 800 per year! And Bell is telling me this is ok because they sent me a text message when I hit $50 over?! I spent over an hour on the phone trying to deal with this.. I was told they don't have supervisors available but put me on hold for another 10 min to request a CB for one... Was told I'd get a call back within 3 hours.. this was over 10 hours ago! If I wasn't paying my bill I'm sure you'd have no trouble calling!

Feb 13 2018

Today at approximately 6:15 pm I talked to a customer loyalty representative about over billing my account on mobility number [protected]. She sent me to account resolution.
I talked to the representative about my issue. She was aggressive and cut me off many times. I asked her why she was upset with me as I was being nice to her. I said what did I do wrong.
My issue is that I was charged for calls made on my cell phone while I was in Florida ( I go there from November to April) on my bill dated January 10 2018 and my most recent bill date February 10 2018. I have gotten the $40.00 monthly travel plan. She has reimbursed me $150.00 which I am grateful for.
However, I am concerned how I was treated, I felt like I was treated as inferior and not understanding. At one point she slowed down her speech as if I did not understand her.
I do believe that she did not allow me to time to state my case properly she interrupted me many times when I said I was looking at my February 10 2018. bill . She said no sir Feb has not been billed yet. So I said Ok it is the Feb 9 bill she said yes.
I appreciate your looking into it as at this point in time I am looking at other providers for my accounts with bell.

Yours
Jim Moses

WeI submit the complaints due to years frustration after being a Bell Canada customer for over 10 years both internet and TV service.

Please see the incidents as below:

First Incident:

1). we have returned the modem to Bell and received the tracking number from Post Canada of the return, however we were being chased by Bell Canada for 6 months of the charges of not returning the modem. We then called your Customer service at Bell, every month, all your customer service confirmed they will amend the record and we will not received any statement for the charge. But We kept receiving the reminder every month and threatened us for the interest charge, so we called your customer service again and again to provide them the tracking number of the return of the modem, overtime Bell Canada customer service Rep will confirm they will update our record but NO ONE did the updates. Finally we called sometime in Nov, 2017 to customer service and the agent "Mark" with staff ID# 6040478 helping us to update but Mark made us holding for more than half an hour and disconnected our phone line, Mark did not not proceed the updates but just hang up on us. After that call, we did not receive any statement for the charge. we have been back and forth for this issue for over 6 months due to Bell Canada's poor Customer Service.

2) Second Incident:

the agent "Alisha with staff # EY25818 On April 24th, 2017 selling to us the promotion of Internet and TV package and she indicated that there is NO Contract in place and we can cancel it anytime, so she proceed to cancel our old account and set up a new one as indicated below.

For your reference,
the old account # [protected]- with internet only
the new account # [protected] - with internet and TV -

3) THIRD Incident:-

Due to the poor customer service for all these years, we decided to terminate the Internet and TV service, we called customer service today (Feb 12, 2018) and talked to Agent" Garand", Garand mentioned there is a cancellation charge of $150 as there is contract in place, we were surprised to the findings and asked Garand to verify as there is no contract in place, but Garand HUNG UP ON US!
S0 we called back and talked to Agent "Rena" with number X5389, she process the cancellation for us and insisted there is $75 cancellation fee. we were very frustrated kept on discussed with your customer service rep as they do not care about the customer and did not investigate the situation.
We kept telling them there should be no contract in place and they just ignore our concerns. We are too busy to kept on and on with the conversation so we decided to file this compliant to your office and look for solution. Verbal offering from your office is also treated as a confirmation, our offer from you is NO Contract for the change, we do not understand why we need to pay for the $75 cancellation fee, please rectify the situation. If we do not hear from you of any solutions, we will decide to cancel our corporation account with you where there is at least 4 cell phones, where we have the service with your for over 10 years.

Looking forward to hear from you soon, otherwise we will cancel ALL your service, we can be contacted at [protected]

On February 2, 2018 a professional technician from Bell was assigned to repair my residential cable issues between 1-5 PM. Bell sent a message informing me of that the technician was on his way via text message, a photo and a name of the technician was also provided. I thought this was a very nice touch and reassuring security measure.

The technician called me on my cell to verify my apartment and soon after arrived. He rebooted the system and showed me how to address the situation if it ever occurred again. The process was rather quick and easy. I mentioned to him that I had another apartment where my cable source had suddenly changed name to Telus, which I thought was odd since I had no service with Telus. He suggested that he could take a look at it, that he would normally have to write a ticket but if I just wrote down my address on a piece of paper and if it wasn't far he could come and take a look at it.
I proceeded to give him my address and agreed to meet there in approximately 10 minutes.

I0 minutes later he arrived at the new location and I showed him the TV which was mounted on the bedroom wall. The box was just slid behind the tv and he had trouble taking it out, I suggested that I would try since my hands were smaller as a woman to lift it out of the space. As I proceeded to do that he stayed very close behind me, which made me uneasy but I managed to pull it out. He verified the service and rebooted or reassigned the box to a bell name. But apparently the service was working well. He wanted to explain and show me other features of the tv but I said that was fine as long as the service was working well I did not care to rename the source.

The technician was done and I thanked him but he seemed to be lingering and making small talk asking me about the apartment, if I was a renter or an owner, how much I paid in rent and that it was very well decorated and pretty. At this point I felt it was time for him to go so I went to the kitchen and offered him a bottle of water for the road I said. He accepted and came towards the fridge and was standing in the galley kitchen and proceeded to remove his hat, and he was blocking the exit of the kitchen. I felt very nervous at that time. I thanked him again and gave him the water. I tried to shoo him towards the door and he finally left. I was extremely relieved at that time.

I had a strange feeling about the event and went back to the bedroom to find his phone on my bed. I thought, Oh no! Took the phone and hurried to open the door to see if I could catch him. He was still waiting for the elevator, I screamed out: "Monsieur, Monsieur" you forgot your phone! He walked back down the hallway and he said in French, I am translating his comment: "I was hoping to come back around 8H30 PM when dinner would be ready".

Needless to say, there are so many things wrong with this service call. I feel that I was sexually harassed and that the technician should not have serviced the second call without advising his employer which made me even more nervous knowing that nobody knew he was in my home.

I am including text message from Bell with technician name and date of the service call.

On December 26th, I contacted Bell to let them know I was moving and they offered me a 4K box instead of the HD box I had for the same credit on my account since I had a promotion in place. On December 30th the bell technician came out that evening and set everything up. I see my bill this month is charging me for the new box, and the credit is suddenly not "available", also time shifting was added on the day it was setup, and I did not request this. NOW the person is asking me to pay for the overage charges and I'll get credited back next month. Why is Bell collecting money they were never entitled to receive only to credit this back the next month? if everyone overpays their bills does Bell refund the interest they're making on the overpayments? This is a better business issue. Furthermore, why does Bell not stand by their word on what their call centre provides to customers? This is the same issue I had when I first signed up with the phone where I was offered like for like services to switch from Rogers and now I'm paying for call waiting where I never had to.