Bell
reviews and complaints

Bell's departments don't talk to each other. I upgraded to FIBE internet to pay them $90/month for their fastest speed in 2008. I get an appointment for the technician to come to install it, it's not a regular modem so they have to send a guy from a different department to come. They guy doesn't show up. I call Bell, they apologize and send make me a second appointment a couple of weeks in the future, during this time I have no internet service! The second appointment and guess what technician doesn't show up again. The next time, is scheduled for another 2 weeks later and finally on the 3rdd try the technician shows up. Fast forward 3 years later, I moved about 2 months ago. Technician has to come, yes I know I should've cut Bell off the first time but the customer service girl was nice and they gave me a free month of internet to retain me so I stayed. Long story short, they don't show up again twice to my new place at this point I cut them off and they charge me an extra month because I didn't give them a month's notice. It took them over an hour both times to figure out why the technician didnt show up and assured me that it was solved, but no. Somehow their system showed that a technician was going to show up but everyone except the technician gets the alert. Then after I returned the modem, I get billed 2 months after I cut the service off for a modem charge because I didnt return it! WTF? I call Bell and get transferred to 3 departements before someone can help me. People are ok at Bell but nobody knows what is going on because their systems are not integrated and departments work in silos. Nobody knows anything there. ### company. ### bell.

I have been on the phone with Bell for hours on end the past couple of weeks, came home one day to no home phone, and no internet, was told it would be two days before anyone could even have a look at it, I work out of my home on the phone and internet so there goes working for two days. That phone call took 2 1/2 hours after being disconnected and transfered and waiting times on hold. Once it was finally fixed, at a street box the repair person said it took a couple of minutes he didn't understand why I had to wait 2 days, he was in the neighbourhood the day before. He didn't even have to come into our house to do any of the work. Our satellite service is horrible, it pixelates constantly of course there is nothing that they can do, we call and they tell us it could be the PVR but since we own it we will have to pay for the service call, we don't own it and that is the reason why but it seems to be too difficult for them to make that change in our account although when it comes to the monthly billing they never seem to forget to bill us for it. I tried to return a satellite receiver that we are no longer using to our local Bell store, nope not possible because they actually don't communicate with Bell? I had to call and request a return, it will be 5 business before the box I need is sent to me, but I have already received the threatening email that says they will charge me for the receiver if it is not returned within so many days. I TRIED TO RETURN IT THEY WOULDN'T TAKE IT. The other receiver we have took 3 days and 3 phone calls to get it working, I guess if you don't use it on a regular basis they will disconnect it, oh you still pay for it, it just doesn't work anymore. July 1st my husbands cell phone was stolen from his car, the first thing I did was call Bell to have it disconnected, well it was quite amusing to receive a crank call from that same phone last night (July 17th), it took 4 calls to Bell to finally get a person on the phone, the first three times I just got "Thank you for calling Bell" click. The tech could see that the request was put in on July 1st but has no idea why is wasn't disconnected. Were there any charges? Who knows, he nor customer service this morning are able to tell because they are closing off the bill and it will be 2 weeks before they can do anything about it, I believe that will be about the time they have already taken the money out of my account. Oh by the way it was made perfectly clear that we still have to pay for the service even though we had it disconnected, well at least we tried to have it disconnected. Fax line well that wasn't near as bad, they were nice enought to tell me we had a second line coming in and the number for it so we could use it as a dedicated fax line, well in true Bell fashion they did not actually set the line up so that it could be used as a dedicated fax line, so once again that required more calls to Bell to get that straighened out. And why is it even after you have been transfered for the third time do you have to verify who you are and give them your address?

I have a cell phone from Bell on a 3 year contract, the phone quit working twice in the first 16 months. The 1st time was on warranty, the second time was not. Now to cancel my contract = $400 (20 months/$20/month) or I could outright buy a new phone (min. $250) or I could EXTEND my already useless contract and buy another equally useless phone. So I called Bell Retention services [protected] to express my dissent and iform them I'd be leaving as a customer, and the rep actually asked if I'd like to extend my contract or purchase a new phone... Am I in the twilight zone? Is this seriously their marketing training? Customer: I'm unhappy with your service and think you're ripping me off. Agent: Okay so would you like to spend more money? Fraud: deceit, trickery, sharp practice, or breach of confidence, perpetrated for profit or to gain some unfair or dishonest advantage. A person who makes deceitful pretenses; sham; poseur.
What a joke.

At the end of May I moved to another city. I called a few weeks ahead of time to cancel my internet services with Bell Canada because they didn't offer high speed in my new location. I was given a confirmation number and told that my services would be cancelled on June 1st.

A month later I received a bill from Bell for my usual monthly internet costs instead of a bill for the expected cancellation fee and details of where to return the modem. I called Bell to find out why they were still billing me for monthly services when I've already cancelled my account and they informed me that I had not put a cancellation order in. I gave the operator my confirmation number from when I cancelled it only to be informed that the confirmation number apparently didn't exist or call up any information whatsoever. According to the operator, the last time I'd called them was November of last year.

After several more hours on the phone and talking to several more service agents I was kindly informed by a condescending agent with a stereotypical-stoner-esque voice that he "absolutely does not think the number is made up, and totally believes it's real, but can't find the cancellation order". He informed me that he could put in an order now to cancel my account, but the earliest it could be done was August 7th, meaning yet another month of charges for an internet connection that I'd ordered disconnected in May.

This is about the fourth in a long line of serious issues I've had with Bell and every single time it's taken me days of trying, many services agents and usually ten or more hours on the phone to sort things out. They seem to screw up even the most basic of things (for instance, they once took a month and a half to transfer my internet services after a previous move). Absolutely do not deal with them if you can avoid it. They're terrible and I would've switched companies ages ago if not for my desire to avoid their cancellation fees and the installation fees for a new connection.

Everyone please do yourself a favour and NEVER sign a contract with Bell Mobility! I should of known better from all the negatives I heard about it. I removed my data plan because I could not afford it. Along with this I removed all aps and my browser and anything that would require data so that I couldn't accidentally open them and get charged. The first month I did this it was fine and I got no extra charges. Then I opened this months bill and I had a 50 dollar charge for data usage! I called and she said there were 11 incidences of data usage and I was like how is this possible if there are no ways for me to access data? And she couldn't give me an explanation and how the heck is 11 incidence even 50 dollars? As soon as I'm done my contract I am done with this company and will never ever get anything from them and encourage others to do so as well! Please don't ever sign with this company!

Fraudulent Charges through Bell mobility - June 20th, 2011
From:
Thomas W. Chau

To:
Bell Canada

Identity Theft by the name of "Lester Sien"
I received a call from a Bell representative this Afternoon at 1:40pm on June 20th, 2011. The Bell representative told me that my existing Bell mobility account had a charge owing for $2365.89 (Equifax.ca - 2366.00), and that I needed to pay for it. The Bell representative asked to confirm my Date of Birth and SIN Number.
I told the Bell representative that I never signed onto any Bell mobility services, and I had NEVER given out my personal information to any Bell representative. I asked the Bell representative to see how they had my Date of Birth and SIN number on the Bell account. The Bell representative said that the Bell information was signed on May 27th, 2010, and there was a name listed on the account named "Lester Sien." I do not know this person, and I have - NEVER - signed onto any Bell services in that Month, Date, and Year. The information I received from the Bell Mobility representative was that the account had been activated on May 27th, 2010 until Bell Canada decided to close the account on May 19th, 2011 because the credit cards, that have been used by Lester Sien, had all been sent through and later on declined. How is it possible for this individual (Lester Sien) to use and create this Bell account without proper identification? Did they check the actual Drivers License? Did they check the actual SIN Card? Or did they process all the information over the phone? I asked the the Bell representative for more information on how the account was created, and what were the previous account activities. However, Bell Canada could not give out this information.
My name is Thomas W. Chau, and I am 26 years old, and I've never been to Quebec since I was 12 years old. The number that was activated was [protected] (Area code - Quebec). I've been with Fido mobility for the past 9 years. And I need a few questions answered before I escalate this Bell Canada mobility issue to the next level. Here are the questions:
1.
How was Bell Canada and this individual by the name of Lester Sien able to sign up with Bell mobility with - my personal identification and personal security numbers? Does Bell mobility confirm personal indentification and personal security numbers through the phone without prior to seeing the actual proof of identification? Is there a detailed report on how the phone was being used during the calls that were made? Was there any information on the contract that was signed at the Bell Mobility location or ever a - recorded confirmation - over the phone? I need this detailed report including how the services was ended. I called several times to the Bell representative and all I received were wishy washy statements where they cant help answering these important questions.
2.
I paid $23.95 to check Equifax for my credit score. My score did go down from my previous very good standing to fair standing. It's troubling me that I have to pay to check a PROBLEM THAT BELL CANADA had mistakenly done. I will keep all receipts and deductables that will cause me to spend extra on this case with Bell Canada.
3.
I do commission sales in the day, and I have been running around all day gathering information about this "Bell mobility case", and I spent about 12 hours today trying to solve this issue with Bell Canada. I'd like to take further action with Bell Canada. If this takes up more of my sales hours and if this takes up more hour causing me moral distress, I will take this this case to court. It is costing me time and money away from my work and personal life to get this problem resolved. I plan on escalating this case to court with Bell Canada and the individual by the name of Lester Sien who had been using my personal identity since May 27th, 2010.
4.
I want this person by the name of Lester Sien, if that is his real name to be caught and convicted of Civil Fraulence, and I want all information cleared on this Bell account. If Lester Sien signed up with Bell without proper identification, I would like Bell Canada to check all identifications (scanned and documented) before activating -- ANY ACCOUNTS. I would like my time to be "compensated, " from the amount of work and time that I have been spending on this case with Bell Canada. It is not my duty to take care of the chaotic mess they made on my credit score, account issues, and fraudulent charges that got me spending time out of work to investigate upon. I have a team of sales representative that need to be guided every day and this will take away my time and their time from the company. It is Bell Canada's fault for not being cautious about how they check "false" identification prior to activating a Bell account. Why is that a person named Lester Sien able to even use my account information that does not make any sense? This issue with $2365.89 and Personal Theft lies by the hands of Bell Canada.
Conclusion:
I will take further action by sending this letter to every Bell Canada representative, Managers, and Head Office Regional Sales manager, Vice President, and President. I will post this letter on Facebook, Twitter, Blogster, Board of Business Bureau, Canada Court Justice, create a website and forum, and speak to as many people about this case possible through CGVancouver Toastmasters. I will create a petition if this case is not solved and compensated.
This case will be escalated.
Complaint sent to Better Business Bureau - Bell Canada.

"Your complaint has been received and routed to the following BBB:
BBB of Mid-Western & Central Ontario (Kitchener, ON)
354 Charles Street, East
Kitchener, ON N2G 4L5
Phone: [protected]
Fax: [protected]
Email: [protected]@mwco.bbb.org
Web: www.mwco.bbb.org"
Regards,
Tom Chau
President of CGVancouver Toastmasters
[protected]@cgvancouver.com

My neighbour had issues with his phone last Thursday and had a Bell Tech come to fix it. It did get fixed but the Tech caused our phone to have no dial tone. I phoned Friday and went through the automated repair service booking. When it asked for an alternative number it only allowed 3 digits so I went to customer service to make sure they had a number in case. The man, who spoke little english, hung up on me. I sat around all Saturday because the computer booking said the guy would come between 8am and 5 pm. At 4 pm I called to check the status and a representative, who once again did not speak english said it was on in the system and that the guy would come Sunday between 8 am and 5pm. I told her it was her systems mistake and that I would like them to narrow down the time so another day was not wasted. She said she cant do that and I asked to speak to a manager. I was then put on hold. After 2o minutes of waiting I hung up and called back. The new guy said I couldnt speak to a supervisor and there was nothing he could do. My brother then proceeded to call Sunday night and the guy said once again a tech would be here between 8am and 5pm. No one showed up on Monday and there was once again no record of the problem. Bell seems to think the phone is not needed and that customers do not matter. So its been 5 days with no phone thanks to Bell and their horrible employees.

B

My cell bill is OVER $ 3000 ! first of all why was i not notified before my bill got out of hand, I receive paperless but statements were going to my junk files. Never physically saw balance ! I pay my bills at the bank an always put $200 a month this was supposed more than cover it. Why was i not notified about arrears not even a voice mail (which I pay for ) ? This is not only going to sink me financially, but guarantee an divorce on top of it all.. This is going to ruin my credit rating (which i take pride in ) an i do no even know what they are charging me in interest yet (still on hold 1.5 hrs ) on my out- standing bill an i do not buy that, this is how you set up you account, When i got a replacement phone, they helped me with setting up my account . THEY went over my 6 months of previously billings an said you this should be more than adequate plan - phone, text, voice with also a data package(bla bla ) . Now with bill dropped in my lap an now it is going to ruin me . It is not right a phone could do so much damage. Looking for suggestions PLEASE

sincerely yours Rick

When calling to question a network charge on my bill I found out that the plans had changed. Good news: my old plan had a Quebec block of Time $6.00 for unlimited calling plus a $6.95 network charge; The new Quebec unlimited calling plan was $0.00, plus the $6.95 network charge! The Customer Service representative actually admitted that the $0.00 plan was in effect since she was hired 6 months ago- In my opinion this is theft - they continued to charge for a non-existing plan.

A fact, when dealing with Bell - if one doesn't call frequently threatening to change companies - they are at risk for overcharges.

My daughter was the victim of ID theft (from her older 1/2 sister). The older sister recieved 4 sat recieveres cell phone and home phone. We found out about 2 days after this and reported it to the police and bell canada on day 2. After a number of calls to bell we were told all would be looked after but to our surprise we recieved a $ 1, 895.00 invoive. More calls to bell about 50 and faxed and email the police report once again we got an invoice for $ 1, 895.00. Called bell again and were told if we sent all the rental equipment back they would look after all the invoive. After taking the police to my older daughters home we only got 3 recievers back and sent them back to bell and called to tell them she would only give us 3. We were informen we would have to pay for the last reciever approx. $ 200.00. After 3 months we got a letter from a collection company for $ 900.00 after a call to them and explained what happened we were told dont worry about it ang the bill would be erased.
Then this week we got a letter from a differant collection company demanding $ 900.00. After calling them and them hanging up the phone on me i got a hold of bell once again after 4 hrs on the phone with bell i was told we have to pay and there was nothing they could do untill a complete investagation is done by there fraud department. as of Friday i disconnected All my bell phones, TV and cell phones BELL CANADA SUCKS

I have asked mr. Cope & ndash; your ceo, to investigate the blatant deception of your organization and disregard for consumer law.

I was sold a service that I could not get access to (see letter) , and was not advised that I would nor be able to. So I called to cancel it as a consumer has a right to do.

My next bill had it marked as cancelled & ndash; then my next bill had it added back on and I have been harassed ever since.

I trust you can reverse this and remedy this.

Frederick castleman
[protected]

1st letter.
I have been a loyal & ndash; (Yet reluctant client) - however, this is the straw that breaks the camels back.

I wanted to watch the cricket world cup that is out of india. So I call up and find it is $200 - once off - paid at the next billing. So thinking that was expensive - declined and was offered a discount to$149.90. I accept t that and ask how long will it take to activate - the answer 10 minutes to 3 hours.
After 4 hours - I still see only a blank screen - I call back - to be told the matches are only broadcast at 11 in the evening and 4 in the morning... So for the average working person - which I am - this is out of the question.

- so I call the next day and want to cancel - you cannot ! - it is paid in advance - you cannot cancel.

So... Here you go... You can get a pvr/dvr... If you sign up for a 2 year agreement.
I am now getting all my friends on the street to cancel phone and internet and satellite feeds - I work for a large company that uses their services and as a senior manager will review all contracts with them, and start looking to get alternate suppliers & ndash;
I will tell all beware of bell - they are deceitful and a bunch of liars.

Disclaimer: This is based on events seen by myself inside Bell Mobility as a person who works there. This is my personal opinion on how I am seeing things there and does not represent Bell Mobility itself or affiliates. People may agree or disagree. I am only saying what I am noticing.

This is from perspective of a Bell 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.

Our dear Quality department, which is supposed to consist of experts who have dealt with calls before and have perfected it, don't have a single idea of what they are doing. First, they are either based in Montreal or in Philippines and so they are very weak or don't speak English. They can easily mistake words you say on the phone and deduct your score. The Quality Score sheet is very vague and is not clear at all to the point where we are always arguing with them over our scores. They really can make you hate the job.

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!

By the way, according to internal sources Bell is no longer hiring Technical Support nor Client Care within Canada (not official) as it will all be overseas in Philippines, India, and other countries from now on. This will start decreasing the jobs within Canada specially Atlantic region to start with and eventually people maybe given the option to become billing agents or be laid off. However since there are many agents at the current time, there maybe lay offs. For customers, this mean expect more outsourcing and language barriers and communication with agents who don't know Canadians nor any place in Canada.

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.

I've been with bell for 4 years. Without going into the details of the first few years of headaches -involving many occasions of being overcharged and receiving bad customer service, resulting in multiple threats of canceling and switching providers, but just not wanting to pay that $400.00 cancellation fee- I will only write about how it ended:

Reviewing my final bill ($850.00) I asked, "how is this possible?". I was told I went over in my long distance and minutes usage. I explained that I only talk with people on my 'Fab 5'(People who I can call unlimited). They said, well you are over, and you went to the U.S and were charged roaming fees. I said I haven't been to the U.S in years. After much debate, I asked them to confirm my Fab 5 numbers. We discovered that they were charging me for calling my Fiance'- the one person I talk with the most - even though he has always been on my Fab 5 account. I said "well clearly this is a mistake, he has always been on my Fab 5 and I have always been on his, if you review our history including previous numbers we've had with bell, you would see this is quite clearly the case... can you please correct the internal mistake that has been made".

Long story short: They deny responsibility, they demand payment, We finally had enough... my fiance and I both immediately cancel our contracts (finally) and will never pay that final bill -which I believe will ultimately be around $1400.00.

*NOTE: It is very simple to cancel a contract, you don't even need to call Bell, except maybe a few days afterwards to confirm cancellation. We went straight to another provider - they canceled it for us right then, kept our old numbers, gave us new phones with considerably lower payments... and we left feeling relieved that we finally, finally stepped up and canceled with Bell -that sneaky, bull**** company.

Bell Mobility charged me $97 for having my phone on while in Jamaica for less than 15 minutes, and all I did was check email 3 times, no calls or text. When I protested the excessive charges, they just read me an advertisement about their other services. No help whatsoever. Bell just wants your money. They will never get any more of mine. Be wise and stay away from them.

Thursday May 12th, 2011 at 12:01pm spoke to Johana from Bell Canada customer service. About my Bell internet bill of $303.54. She told me I was being charged a cancellation fee of $100.00 and could not explain the rest of it. She then put me on hold for 5 min came back on the phone and told me her supervisor would wave the $100 fee for cancellation. She told me I had a contract with Bell and she would wave the cancellation fee but could not explain the balance of the bill. I tried to explain to her that I had cancelled my service with Bell since I switched my service to a new provider since Bell was charging me too much each month and Acanac is cheaper. She provided me with her name and Id # xx463 and a confirmation id #[protected] but could not explain the balance of $187.03. Before I cancelled my service I was told I had an outstanding balance of $60 only. I guess Bell wants to make some money before they get rid of me as a customer.

My mother has been a Bell customer for 50+ YEARS, 50! Well a few years ago, she suddenly receives a phone bill with HUNDREDS of dollars charged to her number for 900# calls...my mother at the time is a widow living alone and has NEVER had a charge like this on her phone bill EVER! So she calls Bell and they tell her the calls originated from her line and she is responsible...that's all...She was in her seventies...AS IF SHE IS CALLING SEX LINES! GET REAL! So I got into the act and called Bell REPEATEDLY...their excuses included...#1)she must have a computer on wireless in the house and someone hacked her line...SHE DID NOT EVEN OWN A COMPUTER...#2) she must have had grandkids or someone else staying there and they did it...SHE DIDN"T EVEN HAVE A CAT staying there let alone grandkids...NO ONE WAS THERE BUT HER!#3) SHE MADE THE CALLS...I asked them if they were INSANE...4) Someone tapped into her phone line from OUTSIDE THE HOUSE...from the box outside...but she was still responsible...THEN THEY CUT OFF HER LONG DISTANCE SERVICE AND TOLD HER TO GO USE A PAY PHONE UNTIL THE BILL WAS PAID...AS IF! This is how they treated a customer of over 50 years...Well after much hassle she finally informed them her LAWYER would be in touch...miraculously the charges got dropped and she changed Long Distance providers...but still had local service with Bell...Which brings us to the latest issue...
When my Dad passed away she left the account in his name to protect her privacy and now after 7 years she decided to put it in just her initials instead, so she ph0ned and requested the change of NAME ON THE ACCOUNT ONLY! Her phone bill arrives this month and is 4 times the amount it normally is...so she calls Bell and inquires what is going on...of course NO ONE THERE IS CAPABLE OF GIVING YOU A STRAIGHT ANSWER...many phone calls later she realizes they are charging her for LONG DISTANCE...HOWEVER SHE DOES NOT HAVE HER LONG DISTANCE WITH THEM...SHE CHANGED IT SEVERAL YEARS AGO after the last disaster...why are they suddenly charging her long distance...Well Bell Canada took it up0n themselves to CANCEL her long distance with provider (X) and change it back to THEMSELVES! AT FULL RATES...NO LONG DISTANCE PLAN! THIS WAS NOT AUTHORIZED BY ANYONE LEAST OF ALL MY MOTHER...REMEMBER HER THE CUSTOMER! When she asked wh0 gave them the authority to do this and what they intended to do about this bill their response was typical Bell Canada...Well you made the calls so pay the bill...This time my sister got in on the act from long distance of 4 hours away and made call after call to Bell and got the same B.S. run around as I did when I tried to deal with them before...and finally contacted someone from the Toronto Star who has experience with consumer issues like this...we are waiting on that contact...in the meantime my mother CANNOT CALL LONG DISTANCE BECAUSE BELL WILL CHARGE HER FULL PRICE...and she could not even contact her LOCAL long distance provider to change her account to them for her LOCAL SERVICE so that she does not have to deal with BELL for ANYTHING ANYMORE...It seems to me they have done something to her phone line to prevent her from doing this...so my sister had to arrrange it from her number (4 hours away) thank goodness she has a reliable long distance plan with SOMEONE OTHER THAN BELL! WHERE ARE OUR LAWS TO PROTECT THE CONSUMER? Why does the BBB exist when companies like Bell can pull this crap? My mother is in her 80`s like she needs this ?

WE ARE BEYOND OUTRAGED...AND THEY WONDER WHY THEIR STOCK IS WORTH CRAP AND THEY ARE LOSING BUSINESS...LETS THINK ABOUT THAT ONE BELL CANADA AND THEN GIVE YOUR HEAD A SHAKE...MY DOG COULD CONDUCT BUSINESS IN A MORE HONORABLE AND STRAIGHT FORWARD MANNER THAN YOU PEOPLE.

Suing Bell Canada. Does anyone know the best way to get transcripts of the 'recorded' conversations with our out of country 'customer service' advisors. I have never seen such an obvious policy designed to steal our money! I ordered no data...I could cruise on my wifi (at home no less) no problem. After 5 days of having the phone (i phone i allready owned) the service was cut off. Sound familiar? Apparently I had racked up $1657.25 in data in one night! Holy crap. Will not turn on the phone...sent to collections department after 6 days of having the phone hooked up. I thought I was on my wifi and watching some you tube in the tub! So I have been accidently disconnected from customers service and have logged up a total of roughly 3 1/2 hours of being on hold with their reps (of course 7 DIFFERENT reps in 3 days. Missed University classes..37mins 58mins there 1hr 20min overthere etc all employee numbers recorded. I used a public phone at the university to conduct these calls. In the meantime Call backs for interviews, perhaps a job lost, small kids trying to get ahold of me, people that need to picked up at the hospital...you name it! While I standing at a public phone have to literally loooose my temper with some poor girl on the other side of the world who needs her job. It's not their fault but I had to loose it in order to get any progress. Heard of the escalation 'department' full of nameless robots who claim to be human beings? Anyone and I mean Anyone who wants to sue these MF I'll do it..Class action for cumulative lost time, aggrevation and as much press as humanly possible to achieve. I rarely complain and almost NEVER loose my temper. Oh, well "you should have called us to block data " WOW REALLY. How can I say NO DATA even louder. Contact me via email...sick of this BS.

Received a bill for March and are regular bill last month was $70.90 This month we were charged $127.90 Called bell to ask about the over charge and they claim we asked for a feature called Internet FIBE 12. We have never asked for this service but they decided to add it, in without our permission and would not cancel it either. After getting off the phone with them my wife was harassed by there collection departments calling from a 1-800 number 5 times demanding we pay up or they will keep on calling. I spoke to one rep his name was Pulit and his Id# EX4667 demanding that I pay $303.66 I asked him to transfer me to a supervisor but he kept on demanding that I give him my credit card and make a payment. After arguing with him for almost one hour on the phone he trasferred me over to rep from customer service who ended up crediting my account $120.00 I feel that Bell Canada is adding charges without peoples permission to make money and this harassment should not be allowed to continue. I will be canceling my service with bell and switching to another company.

(a) lack of organization between bell s various departments is bell s problem. it is not the customers problem. stop giving customers the run-around

(b) bell overcharged me and did not do what bell said it will do.

(c) so am I bell s next victim?- why is my total-internet-usage-allowance now reduced from 40gb (which is what I am paying for) to 33.42gb é

(d)... this business is not a bbb accredited business... based on bbb files, this business has a bbb rating of f on a scale from a+ to f. factors that lowered this business' rating include: •failure to honor commitment to arbitrate disputes or mediate disputes.

(e)

* specific details to substantiate assertion are detailed below *

This has already been done. lack of organization between your various departments is your problem. it is not the customers problem. stop giving me the run-around. re: bell internet member services auto reply / reponse autogeneree par les services aux membres bell
Internet (kmm5082898i15977l0km) monday, march 14, 2011 7:49 am
To: "facturation bell internet" [protected]@bell. ca this has already been done. lack of organization between your various departments is your problem. it is not the customers problem. stop giving me the run-around.

— on sun, 3/13/11, facturation bell internet wrote:
From: facturation bell internet
Subject: bell internet member services auto reply / reponse autogeneree par les services aux membres bell internet (kmm5082898i15977l0km)
Date: sunday, march 13, 2011, 8:30 pm

Bonjour!
Merci d'avoir communiqué avec nous. nous avons reçu votre requête, cependant avant de pouvoir vous répondre nous avons besoin d'information supplémentaire vous concernant.
Nous ne pouvons trouver votre compte dans notre système étant donné que l'adresse de courriel d'envoi de votre message n'est pas une adresse de courriel symaptico.
Afin que nous puissions répondre à votre demande, veuillez accéder à la page web suivante et compléter les champs requis.
Https://www.bell.ca/support/prscsrvint_ctus_eform.page
Saviez-vous que vous pouvez également nous visiter en ligne pour obtenir de l'aide? c'est rapide et pratique!
Www.assistance.sympatico.ca
—
Hello!
Thank you for contacting us. we have received your request but in order to proceed we require some more information about you.
We cannot find your account in your records as your incoming e-mail is not a sympatico address.
In order to respond to your request, please go to the following web page and fill in the mandatory fields and we will respond to you.
Https://www.bell.ca/support/prscsrvint_ctus_eform.page
Did you know you can also visit us on-line for help? it's fast and convenient!
Www.service.sympatico.ca
—
Why are you overcharging me and not doing what you say you will do?
*

So am I your next victim?- why is my total-internet-usage-allowance now reduced from 40gb (which is what I am paying for) to 33.42gb? - provide me a satisfactory written response within 48 hours.
Monday, march 14, 2011 7:39 am
To: [protected]@bell. ca, [protected]@bell. ca, george. [protected]@bell. ca, kevin. [protected]@ctv. ca, executive. [protected]@bell. ca, michael. [protected]@bell. ca
Cc: [protected]@dslreports.com, [protected]@ccts-cprst. ca, [protected]@mwco. bbb.org, matthew. [protected]@complaints.com, [protected]@montrealgazette.com, [protected]@thestar. ca
To
mr. george cope, president &ceo of bell canada
And
Executive office mr. michael sabin - ceo
and
Mr. kevin crull, president - residential services
And principal customer contact: ms. denise frank

Bell canada
P. o. box 9000 stn. don mills - north york, on m3c 2x7
And
P. o. box 8787 - complaints
600 jean-talon, 3rd floor
Montreal, qc h3r 3a9

(delivered via email to [protected]@bell. ca, [protected]@bell. ca, george. [protected]@bell. ca,
Kevin. [protected]@ctv. ca, executive. [protected]@bell. ca, michael. [protected]@bell. ca)

Dear sir,

1) https://www.bell.ca/mybell/ociseclvl3.portal?_nfpb=true&_windowlabel=portlet_10_1&portlet_10_1_actionoverride=%2fportlets%2foci%2fmylob%2fmyinternet%2fshowbandwidthusage&_pagelabel=ociseclvl3_prsmyaccts_internetsvceq

Now indicates:

Total usage as of march 14, 2011 3:00 am
see daily view

Additional usage allowance: 31.42 gb and total usage allowance: 33.42 gb

2) why is my total-internet-usage-allowance now reduced from 40gb (which is what I am paying for) to 33.42gb?

A few hours ago, it indicated 40gb, which is what I am paying for?

3) provide me a satisfactory written response within 48 hours.

4) please refer to public complaints about bell-internet:

A) http://www.cbc.ca/news/business/story/2011/02/09/technology-bell-internet-usage.html?ref=rss

Bell admits internet metering problem
Cbc news posted: feb 9, 2011 12:18 pm et last updated: feb 9, 2011 3:34 pm et read 453

... overage charges up to $2.50 a gb
If users go over their bandwidth cap, they face "overage" charges of up to $2.50 per gigabyte...

B) so am I your next victim?

C) http://www.complaintsboard.com/complaints/bell-canada-internet-service-c197208.html

Bell canada internet service posted: 2009-05-03 by ilc 9 days and still no response
... it’s been 8 days and more than a dozen phone calls and my issue has yet to be resolved... lost internet connection on friday, april 24, 2009... pulling my hair out right now. I live in toronto

D) http://www.dslreports.com/forum/r25559164-internet-cancellation-ticket-ignored

... internet cancellation ticket ignored
I called bell internet customer service last month to cancel bell internet service and have a ticket ref # provided for the cancellation by the rep. now after a month when I called to check when the technician will come by to deactivate the service and how do I return the modem? bell claims no cancellation request is on the system. and now I have to wait another 30 days as per 30 day policy for notice...

E) http://www.phonecomplaints.ca/complaintdetail.asp?uid=267
... bundled package (and unlimited internet) removedþ garry price on 2/24/2011
The story goes like this... now when I received my latest bell bill, imagine my surprise when I discovered that bell had, without my permission removed the unlimited internet and my monthly usage was way over the new 25 gig limit...

F) http://www.bbb.org/kitchener/business-reviews/telephone-communications/bell-canada-in-north-york-on-1043848

... this business is not a bbb accredited business... based on bbb files, this business has a bbb rating of f on a scale from a+ to f. factors that lowered this business' rating include: •failure to honor commitment to arbitrate disputes or mediate disputes.
•671 complaints filed against business •failure to respond to 53 complaints filed against business. •27 complaints filed against business that were not resolved. •overall complaint history with bbb... government actions crtc announces that bell canada has paid a $1.3 million penalty for violating the national do not call list rules bell canada also makes a $266, 000 payment for its use of automated calling devices without consent

G) http://www.consumeraffairs.com/cell_phones/bell_canada.html

... I received a message back indicating that bell suspended my account because they "noticed some unusual activity in your hotmail account... the bell rep refused to resolve the problem, stating that I exceeded my quota for outgoing mail (recall from above, I sent one message successfully today and my account was blocked on the second message) thereby violating my user service agreement

H) http://www.merareview.com/42422/-rights-violated.html
... - I recently had a harrowing experience with bell canada, I wondered if any other complaints against bell could be found on the internet and I found this site.
-I was appalled at the myriads of complaints against bell: harassment, sabotage, overpricing, extortion, broken promises, unfulfilled contracts, to name a few!
-this first page broadly explains my own awful experience with bell and I will proceed to outline my dreadful experience as everybody else did

I) http://www.complaints.com/directory/2005/june/13/52.htm
... for over six years, we have been loyal customers to bell canada and bell mobility. during that time we have had nothing but grief with your company. the events over the last few days have made us leave your company permanently, but we feel you always have your hand out for more and more money, never providing service in return

J) http://forums.canadiancontent.net/mobile-phones/38936-bell-mobility-its-worst-do.html
... bell mobility at its worst - do not sign up with them... bell informed us that it was not their problem... a classic example of how one department cannot seem to work with another department in order to satisfy customer concerns and complaints

K) http://communities.canada.com/montrealgazette/blogs/tech/archive/2009/02/20/gauging-bell-canada-s-public-perception.aspx

... gauging bell canada's public perception by roberto rocha fri, feb 20 2009 comments (39) technocité
filed under: telecom, customer service, bell... still a stereotypical corporation - bell continues to be opaque and uninformative...
Nonetheless, if the company truly intends to be recognized as canada's premier telecom company, they have a lot of work ahead of them

L) http://www.ellenroseman.com/?p=8 since I get many complaints about bell canada’s ineptness in dealing with customers, I did a recent column (march 24)... bell needs an ombudsman or a central point of contact for complaints.
* it’s very hard to speak to a supervisor or get the names of anyone in authority. when bell gives out phone numbers and email addresses for complaints, these often don’t work

5) so am I your next victim?

cc:
- http://www.cbc.ca/contact/
- http://www.complaintsboard.com/complaints/bell-canada-internet-service-c197208.html
- http://www.phonecomplaints.ca/file-phone-complaint.asp
- https://www.consumeraffairs.com/php/a_report.php
- http://www.merareview.com/contact_us.html
- http://www.canadiancontent.net/corp/contact.php

*
Subject: provide me a satisfactory written response within 7 calendar days itemizing my total cost on my bundled one paper-bill that I will receive each month.
To: [protected]@bell. ca, [protected]@bell. ca, george. [protected]@bell. ca, kevin. [protected]@ctv. ca
Date: monday, march 14, 2011, 4:24 am

To
Mr. george cope, president &ceo of bell canada,
And
Mr. kevin crull, president - residential services
Bell canada
483 bay st. (bts)
Toronto, ontario m5g 2c9

(delivered via email to [protected]@bell. ca, [protected]@bell. ca, george. [protected]@bell. ca,
Kevin. [protected]@ctv. ca)

Dear sir,

(1) this is a confirmation of conversation (rfrnc no. [protected]), discussed with mr. sri, employee-id xv318, in internet technical support dept in chennai, india at approx. 340 am on 14mar11.

(2) I will pay $45.90 (+13% hst tax) per month for my internet-bill, for 122gb limit, to be made effective by 18mar11. for the 1st 3 months I pay $5/month less because of your promotion.

(3) plus I will get $5 per month less on my phone-bill for bundling phone+ web bill,

(4) I will receive 1 paper-bill at my po box mailing address.

(5) if I am incorrect in my understanding, then email me within 7 calendar days of today.

(6) please provide me a satisfactory written response within 7 calendar days itemizing my total cost on my bundled one paper-bill that I will receive each month.

*
Subject: fw: why are you overcharging me and not doing what you say you will do?
To: kevin. [protected]@ctv. ca, executive. [protected]@bell. ca
Cc: kevin. [protected]@bell. ca
Date: sunday, march 13, 2011, 7:54 pm

Forwarded to you since I received the following auto-reply:

Out of office: why are you overcharging me and not doing what you say you will do?
Sunday, march 13, 2011 7:51 pm
From:"kevin. [protected]@bell. ca"
Thanks for your message.

Please note that I am now at ctv (canada's entertainment, news, and sports leader!) and my new email is kevin. [protected]@ctv. ca.

If you have a service issue with bell products please email executive. [protected]@bell. ca.

Otherwise please re-send your message to kevin. [protected]@ctv. ca and please update your contacts with this new address.

Kevin

*
Subject: why are you overcharging me and not doing what you say you will do?
To: [protected]@bell. ca, [protected]@bell. ca, george. [protected]@bell. ca, kevin. [protected]@bell. ca, jacqueline. [protected]@bell. ca
Date: sunday, march 13, 2011, 7:51 pm

To
Mr. george cope, president &ceo of bell canada,
And
Mr. kevin crull, president - residential services
Bell canada
483 bay st. (bts)
Toronto, ontario m5g 2c9

(delivered via email to [protected]@bell. ca, [protected]@bell. ca, george. [protected]@bell. ca,
Kevin. [protected]@bell. ca, jacqueline. [protected]@bell. ca)

Dear sir,

1) I have already spoken to your rep ms. pina in directors office, employee id 3900688 at
415pm on 12march2011 yesterday. she stated that she will respond to me via email
Within 48 hours. I am very concerned about being first told on
07march11 at approx. 6pm by ms jay, employee id xx390 in the billing office dept in
Manila, phillipines, that my total phone and internet bill after taxes will be $51.35 per
Month.

2) this was when I ordered the internet service.

3) then on 10march2011 at approximately 645pm, mr. king, employee id xt671, in the
Internet billing office in manila, phillipines told me that my total bill after taxes will be
$69.93 per month.

4) why are you increasing my monthly payment now?

5) furthermore, ms. shaheen, employee-id 6022439, in the household loyalty dept at
Yonge &eglington in toronto, told me at 1010am on 28feb11 that as per
Confirmation-number-a69g43v5, she will execute my order to remove my $6.95+taxes
Wire-care-maintenance-plan.

6) but ms. pina told me this has not been done as yet.

7) why are you overcharging me and not doing what you say you will do?

8) please provide me a satisfactory written response within 7 calendar days.

*

— on thu, 3/10/11, [protected]@bell. ca wrote:
From: [protected]@bell. ca
Subject: confirmation of changes to your bell. ca profile
Date: thursday, march 10, 2011, 5:58 pm

Confirmation of changes to your my bell profile
please keep this email for future reference.
Log in to my bell today to enjoy all the benefits of self serve online
If you continue to have problems logging in, contact us for help.

To whom it may concern;
My desire & prayer to anyone reading this is that they would NEVER consider Bell as their service provider for anything they offer... Let me explain why..

In February, 2010 I cancelled my Internet service with them as well as my Express-Vu (satellite) service. I paid off whatever was left over on my invoice, & in March 2010 I switched to a different company who provided better quality service. I was NOT under any contracts with Bell, so my termination of services with them did not incur any additional charges. Everything appeared to have gone smooth until today (February 22nd, 2011) almost exactly 1 year later since I cancelled my Bell services. I made a call in the morning to the Bell office, wanting to use them as my Internet service/ ISP provider. The customer service representative took all of my information & happily completed my request to have me signed up for an activation of Internet service starting on March 1st, 2011. As he confirmed my order, he mentioned before they can complete the installation on my order I would have to call an 800 # so they can approve my installation. I said -OK- that is strange.. Immediately after his instructions I called the number he provided, & to my shocking surprise the number I dialed was a collections agency number for Bell. The lady who answered the phone asked me for my info & claims I owe Bell $800.00 for Internet & Bell Express-Vu (satellite) service. She was EXTREMELY rude on the phone with me & she kept on INSISTING & DEMANDING that I give her my credit card number to clear up the outstanding balance. I tried to (very politely & calmly) explain to her that this is the first time ever I am being informed of an outstanding balance to Bell, & I needed an explanation of HOW is it exactly that I 'owe' this $800.00 balance?! I explained that I never once until today received a letter, an invoice or a phone call from anyone at any point which indicated I have an outstanding balance with Bell. She called me a liar, said "I am not Bell, I am a collections agency for Bell, I need your information--how will you be making the payment?" I then asked her do you give your credit card number to complete strangers on the phone because they tell you they want $800.00 without ANY indication/proof of ANY KIND for what it is they are being billed for exactly?! She was above & beyond ignorant, severely lacking communication skills & only continued to show more & more ignorance with aggression towards me. When I requested to speak with her manager or supervisor--she denied the request by saying "I am the supervisor & the manager, you can only talk to me" I insisted on speaking to a manager & she placed me on hold, came back 2 minutes later & asked me what my credit card number is? I then called back the collections number 10 minutes later in hopes of getting someone with some degree of communication skills so I can get more information on this 'outstanding balance', but I got her again! Surprise--she was even more rude this time. After that VERY unpleasant experience I called Bell's billing department & inquired about the alleged $800.00 'outstanding' balance I have with them. After 2.5 hours of phone conversation with a number of transfers from one department to another & investigation of my teaching them how to look at the notes on their own accounts, finally they reached a conclusion; Evidently my service was NEVER cancelled when I made the request to cancel it 1 year ago, in February, 2010. They continued to bill me for services I was not receiving for 5-6 months AFTER I CANCELLED. They never ever ever in any way shape or form contacted me for an entire year to advise me that I had an outstanding active account. Not a single bill was ever mailed to my house, not a letter or a phone call received. My equipment (Bell modem + satellite receiver) were returned to Bell shortly after I cancelled my account with them. They can actually see that there was never any bandwidth used during the time they billed me for service I was NOT receiving & had CANCELLED over a year ago, but that does not stop them from wanting to bill me.. Oh no. No notes on the account indicate that I ever even called in to cancel my services with them in February, 2010--but in fact according to them the notes indicate quite the opposite-apparently I accepted a 'save offer' which dropped my Internet price down by $10.00 a month instead! To try & make this insanely frustrating experience short-and on point- for the love of God people PLEASE record every conversation/ service change / transaction you make with Bell. They are nothing but scam artists & pathological liars who don't have the slightest clue about what customer service is, & I firmly believe that if they were to read the definition of "customer service" in the dictionary every night for 10 years straight they would learn in the end that it is defined as a drive to push people over the edge with uncontrollable irrational thinking & conclusive thought patterns that lead to a greater abundance of irrational thinking on their part. Trust me people, to them 1+1=$800.00. Not 2.

In short, after SO much wasted time-I will be filing a police report against Bell for frauding me & billing me for services I cancelled and never received. If anyone has any questions please feel free to comment and I will do my best to reply to everyone. I hope what I have shared here today will HELP people be much more cautious & informed when dealing with BELL a.k.a HELL.

P.S. The only notice to date I ever got from bell since cancelling my services with them in February 2010, was a letter asking me to return their equipment--which I did, and they have that on file-yet they still manage to charge/bill me for breathing air in my own house after I cancelled my account with them.

I HATE THIS COMPANY with a passion & will in my spare time over time make an effort to create a web-site contributed to my experience with them that accurately express every frustrating detail of them wasting my valuable time on absolute & illogical greedy nonsense.