Complaints

This profile includes complaints for Bell MTS's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bell MTS

  Rm CC100B, 365 Osborne St., P.O. Box 6666 Winnipeg, MB R3L 2A2

• 

  Bell MTS

  Rm. CC100B, P.O. Box 6666 Winnipeg, MB R3C 3V6

• 

  Bell MTS

  35 Main St, Flin Flon, MB R8A 1J7

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a new cell phone in February 2021, which was a part of a "Device Return Option" program. Apparently at the end of the program you can choose to return the phone or purchase it. At the end of the term, they did not send an email or call me saying that I needed to take action, and instead billed me for $*** (total bill was $*** including my regular charges). I phoned and they told me there was nothing they could do, and I should've known. Its interesting because they sent me an email titled "IMPORTANT" and it was that they were going to charge me $*/month, but they did not send me an email about the $**** * **** ******* **** ********** * ***** *** will be moving on from Bell. I just want a refund and will bring the phone in.

  Business Response

  Date: 25/04/2023

  Dear Ms. ******
  
  On behalf of Bell ********* I would like to thank you for bringing your concerns to our attention.
  
  I have carefully reviewed the details of your complaint and must respectfully refer you to page two of your January 2, 2023, Onebill invoice. It advises you that your had one more month remaining in the 24-month term associated with your mobile number ***** *********
  
  I must also kindly refer you to the “Overview” tab, for the aforementioned number, of your ******** *******, which contains the section titled “Payment/agreement status”.
  When you click on “See details for this device “, you will notice the details and timeline for your Device Return Option.
  I note the timeline provides you with the important and relevant dates regarding the 24-month term and the Device Return Option.
  
  I note the section also outlines that if you have not returned your device by March 23, 2023, the Device Return Option Deferred Amount of $****** would be charged to you as of March 24, 2023.
  
  As a gesture of goodwill, Bell ******** is prepared to provide you with a prepaid ********* waybill so that you may proceed with the return of the blue iPhone **** ***** ending with # ****) purchased on February 22, 2021. The waybill will be mailed to the billing address currently listed on your account.
  
  Upon receipt of the device, and if it is in good working condition, we will proceed with the credit of the $****** (tax incl.) Deferred Amount Charge, indicated on your April 2023 Onebill invoice.
  
  Please advise if you are prepared to accept this offer.
  
  Sincere regards,
  
  Mandy *******

  Customer Answer

  Date: 29/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Casey *****

• Initial Complaint

  Date:31/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 29, 2023
  BellMTS Account#: *********
  BellMTS Phone#: ************
  BellMobility Phone#: ************
  Service Complaint for BellMTS
  My family have been MTS subscribers for a long time and I signed on with my wife when I
  moved to Manitoba in February of 2013. We had cable, home, and mobile phone subscriptions
  for the duration of our patronage.
  In 2022, we received letters from MTS informing us of a change in service starting from 2023.
  For months we received follow-up letters about migrating to ************. I visited the Polo Park
  office but was not satisfied with the coverage options, so decided to wait till the holiday season
  when cell phone companies offer different products. My wife went back to change the family
  plan, but the store attendants could not add my contract to the new plan because they required me
  to be present but I was unavailable at the time.
  MTS continued to bill me with the regular frequency and I consistently paid the invoices. The
  last bill I received from BellMTS was for the period of February 23, 2022 to March 23, 2022.
  Two weeks later, I was trying to file my taxes and noticed I did not receive a passcode for my
  two-factor authentication after several login attempts. There was no cause for alarm at the time
  because BellMTS had limited my service to just call and text for some time ** * **** ** *** **** ** ***** ******** ** *** ********** ** ****** I realized my service had been discontinued after my
  wife told me she had been sending me text messages I never received.
  On March 19, 2023, I went to the ************ office at Polo Park to reactivate my plan. The
  attending staff advised me my phone number was gone and I will not be able to get it back. I
  pulled out my phone and showed the employee a copy of my paid invoice confirming it was paid
  up till March 23, 2023. I requested to know what MTS was charging me for if they claimed my
  telephone number no longer existed and insisted on retaining the number they are billing me for.
  I expressed the importance of that telephone number to me and told the staff it is associated with
  everything I have (student loans, tax, banking information, school, work, conversation history
  with whatsapp,etc), and these require access to that telephone number to update the information
  on my profile.
  To the best of my knowledge, the staff did everything within the limits of her position to assist,
  unfortunately she came back empty. She spent some time on the phone trying to get assistance
  and even waited past the end of her shift to see if there was anything she could do. In the end her
  efforts proved unsuccessful. Understanding she was out of options and I had no recourse, I
  begrudgingly took a new ************ contract with a new number and left.
  As of today’s date, I have an outstanding overpayment of $***** with BellMTS and have lost a
  telephone number I own and consistently paid for 10 years. Till date I am still working with the
  CRA to get my account access back and have spent time calling the various institutions and
  contacts to change my telephone number.
  

  Business Response

  Date: 03/04/2023

  BellMTS had contacted the customer to inform them the loss of their service and number was due to the lack of porting the service prior to the wireless network shutdown that took place. Ample notice was given over the past year with multiple communications via direct mail, wireless sms messages and direct calls to inform of termination. Since no action was taken the service was terminated with the network turndown. Customer has been directed to discuss details and options with **** ******** as BellMTS no longer has any cellular services. 

  Customer Answer

  Date: 03/04/2023

   
  Complaint: ********
  
  I am rejecting this response because: ** ** ********** *** ** ********** ** *************** I do not know how it makes sense that the organization continued to bill me till the March 23, 2023 and then argue my service was discontinued before the end of their billing cycle. ** * ******* ** *** ***** ******** * ** **** **** *** ************ ***** **** **** **** ******* *** ****** ** ****** ******* *********** 

  I did receive notices that read "we are discontinuing our older Bell MTS wireless network in February 2023. To enjoy best-in-class mobile service in Manitoba, it is important that you make the move to OUR NEWER **** ******** ******** You'll get to keep your existing number and WE'LL move you to a comparable wireless and residential plan with the same total monthly cost you pay now. Plus, you'll enjoy these additional benefits." 

  There was nothing in these correspondences that suggest these organizations are separate entities, but when it comes to taking responsibility everyone is pointing fingers. I am an individual and do not have the resources to defend myself against a giant corporation, all I am asking for is to simply to get my telephone number back .

  
  Sincerely,
  
  Oziegbe ******

  Business Response

  Date: 12/04/2023

  I had spoken to Mr. ****** on April 3^rd to inform him of the situation that took place. Multiple notifications have been issues o our previous wireless customers throughout the past year informing to migrate their cell numbers to the new **** ******** network to avoid loss of numbers. Customers were sent new Bell SIM cards and instructed to visit the stores to migrate their cell to the new network. As the customer mentioned in their complaint having gone down to process the request but was not satisfied with the coverage availability we would be unable to further assist with the recovery of this number.

   

  The number has been terminated, BellMTS no longer handles wireless service as we do not have a wireless network any further so we cant activate or reactivate cellular numbers. The customer will have to bring this concern forth to **** ******** to see if they can manually assign this number if it is still available.

   

  There is no further assistance BellMTS can provide on the recovery of this number.

   

  Thank you,  

   

  Kyle V.

  Customer Relations Associate

  ** *********************************** * * **************

• Initial Complaint

  Date:23/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** **** ** *** ******** March 12/2023 April 1st, 2014, I moved into ***** ***** *** ****** *** and having used MTS as the service provider for my phones for some 40 something years, I decided to use MTS for my Internet and TV instead of **** who I had been using for the same period for years. Both service providers offered and delivered good reliable service, so my decision was based on economics and with bundling my TV, phone and internet I would save money so based on that choose MTS over ****. When the gentleman showed up to install and run the cords to supply the service, he not only did a great job of putting in and hiding all the wiring to make the connections, but when he was done, he also took a few minutes to show me how to work my brand-new Sony TV. He was very professional and ensured everything was hooked up and worked before leaving. I was a very happy client and knew I had made the right decision. Over the years I was happy with MTS and the service but every so often my PVR lost connection with the WIFI network. When I called, they told me to unplug and replug in my PVR and this would correct the problem, and for a while it would work. Once or twice, they would tell me they could reboot the system from their end and that should fix the problem. I also had the problem of the DATA not erasing in the memory so if I had recorded a movie, game or TV show and then deleted it from the PVR the show would disappear, but the PVR would still show full and as a result does not record the next program. Even when it said the movie or show would be saved until space was needed and that it would then delete the program to make room. In a phone call with tech support about 6 months ago or so, I told her I was having a problem with the remote and the PVR. I was waving the remote at the TV to get it to change channels or to adjust the volume and yes I did change the batteries first before calling, and I again brought up the problems I was having with memory not clearing and having to unplug/replug or sometimes rebooting through the settings menu that I learned to do from another MTS tech. She said they would send out a new remote and a new PVR. I got the remote by courier that same day, but my new PVR never came. At the beginning of the pandemic, I decided to get an Oculus Quest 2 before everything started closing down and people were told to stay home. Last December I decided to use my Oculus Quest 2 with my computer to connect to the network as it offered more vivid pictures, faster frame rates and smoother interactions but I was having problems connecting and my Quest was showing I was not getting the 2.4 GHZ required. When I contacted MTS and again went through my history with the PVR, they determined I needed a new PVR and sent a tech to replace it and insure it was working properly. Dec. 30th, 2022, I got a phone call from the Tech. Saying he was 2 minutes away and asked if I could come downstairs and open the door for him so he could get in. I told him when he walked into the building there would be a directory in the vestibule and to type in *** and my full name would come up. Push the button adjacent to my name and I would be alerted to his presence and would push a button on my end to open the door. He then seemed to object because he said I wasn’t on the main floor and he may not be able to find my apartment, to which I responded just get in the elevator and push PH for penthouse and that the paper boy and little girls selling girl guide cookies don’t have a problem finding my suite and if he couldn’t negotiate his way to my apartment I wasn’t sure if I wanted him touching my equipment. He showed up 15 minutes later and made his way to my suite all by himself. I would have been waiting down in the vestibule for 15 minutes, not 2 as he said. He changed the PVR and possibly the router, I’m not sure about the router as I was busy and wasn’t watching him that closely but your records should show what was done, and before leaving I asked him to check the equipment to make sure it worked, and I grabbed the Oculus Quest 2, but when I put it on my head and checked it showed I was still not getting 2.4GHZ. I then put it on his head so he could see what I was looking at and he then said the reason was that everything being connected to the WI-FI was taking a little of the 2.4 GHZ and that because they were all taking a little bit of GHZ no one system would be getting 2.4 GHZ. I told him when I phoned MTS and told them what I was doing and what I needed they said the problem was the equipment and that the Tech’s equipment he would bring would fix that so I could use the Oculus Quest 2 with the computer. I told him I wanted him to disconnect the google nest, the Shark- clean vacuum cleaner and the iPad to show me 2.4 GHZ so the Oculus Quest 2 would work. He did but still no 2.4GHZ showing for the Quest to work. He then said he was phoning his supervisor *** **** *** ******* his ************ ** ******* ******* ** *** ** * ******* ******** **** * ****** *********** After a few minutes he gave me the phone and said his supervisor wanted to talk to me. When I spoke to his supervisor and told him what the problem was, he said to me that was not what the Tech told him to which I replied I didn’t know what the tech told him ** *** * **** ******** ** * ******* ******** **** * ******** ********** *** **** *** * wanted was the 2.4 GHZ that MTS said he was coming to check and he asked I give the phone back to the tech. **** ****** ***** ** * ******* ******** *** then he told me I would need the 5GHZ to get 2.4 for the Quest. He got his stuff together and was leaving but was leaving his garbage from the empty boxes and such in the middle of my living room and I asked that he take it with him. I went back to my desk and when he left, I went to lock the door and went into the kitchen. After a few minutes I went into the living room and there was all his garbage still sitting there. A few boxes may not seem like a big deal but there is a sign on the garbage chutes reminding tenants that it was a $****** fine for not recycling cardboard and other recyclables in the recycle bins which are down 18 floors and 100 yards to the BFI recycle bins which I was now going to have to get dressed to go outside to deposit his garbage and after he did nothing at all to resolve my 2.4GHZ problem but for some reason expected to be catered to with opening doors, pushing elevator buttons, dumping his garbage *** ******** ** * ******* ******** ** *** ********** ***** *** ***** ***** ** ***** ** *** ** ** *** ****** ****. Has your customer service ever dropped since the first Tech I dealt with in 2014 who came in hooked up my TV and took everything he came in with, out with him, except for what he installed. One thing I got out of it was I was able to clean my recorded programs from the PVR he left without having to Reboot or unplug my system. Jan. 3rd, 2023, I got a phone call from another Tech saying he was on his way and asked if I could come down and open the door for him so he could get in. I gave him the same instructions I gave the first Tech and waited for him to come up. When he got there he wanted me to contact maintenance and then take him and show him where the MTS room was for fiber optics so he could connect a wire. I asked him how I would know where their MTS room was or how to contact maintenance and why did he come without having all this arranged before he got there. I neither work for MTS or maintenance and am a customer not a secretary. I was still a little ticked after dealing with the last guy but was wondering why this guy was asking me to contact MTS to get their maintenance contact and then hold his hand while he is roaming the halls putting in fiber optic cables instead of trying to do my own work at home. He came back about 20 minutes later and proceeded to put in the new lines. Then he started to take out the old line that was put in back in 2014 for the old router that he just replaced but when I looked to see how he was doing he was walking alongside the baseboard and just pulling on the cable sending staples flying all around the room. I told him to stop and he continued but was bending over so as to appear to be doing it in a manner that wasn’t throwing staple everywhere but staples were being left in the baseboard and asked that he remove them before leaving. He hooked up the new boxes and was ready to leave and I told him the computer wasn’t hooked up any longer as the fiber cable he pulled off the baseboard was the one that connected the computer and the router to the TV so he realized he had to put it back but when doing so he damaged the baseboard and put in more staples that connected nothing because only on side of the staple went into the baseboard and the other side was just hanging in the air. The cable coming from the other side of the room for the new computer connection he replaced and the one going to the router he just put in was running along the floor being held in place by electrical tape around the cable and pressed to the floor all along the North wall where the radiator line is and the balcony doors to get outside. I told him that was a health and safety issue and that someone could trip and go flying off the balcony. He looked at me, made a call to his supervisor and started speaking in a foreign language again like the first guy did so I couldn’t understand what he was saying. He gave me my new WI-FI password and I.D. and I asked him to reconnect the things the other guy disconnected and he said they didn’t do that. I asked him how he would know if everything was working the way it should if he didn’t connect it and he held up my weather station and said see, it’s working. I told him that it was a weather station and didn’t work on WI-FI. He left and again left his garbage like the last guy did. It took me hours to get my Google nest to work and with more than half a dozen calls to Shark clean Vacuums I still can’t get that to work. Again I phoned to complain and said I can’t get this stuff that they connected back online and my PVR was dropping its connection again and I still wasn’t getting the 2.4GHZ needed for my Quest 2. Another guy came and basically said, "What do you want me to do about it?" I told him nothing is working and he said the lines were fine and the Health and safety issue would not be addressed as I only have 30 days to voice a complaint. I told him I had made many calls to MTS to complain about loss of service with this new equipment and mentioned all these things over again. I tried to show him the damaged baseboard and 9 staples I had found strewn about my home but he wouldn’t even look. I asked him what about the cable running in front of the balcony doors and he said there was no place else to put them and I told him if they couldn’t put in the cable without creating a safety hazard then they should have said so because this is not worth someone falling from a high rise balcony because they couldn’t figure out how to run a wire that people won’t trip over and then proceeded to tell him ways they could have done it with a cable harness and clips instead of taping the cable to the floor with electrical tape. He said a month had passed and there was nothing he could do about it now. Last week I called again to complain as the new 5ghz PVR and router are not working and after working with a rep. from MTS on the phone for an hour trying to fix my problems she said I would need a new PVR, maybe a router and a new remote. The system seems to be degrading more every day and the new remote I received the next day no longer adjusts my volume, or turns the PVR and TV off or on. I had also told her I was getting a lot of blue screen on channels I was not getting as I was not subscribed to and that it started a few days earlier and when I phoned support to complain the guy on the other end of the line told me it was an upgrade by MTS and that it affected him too and when I asked what he did about it he said he didn’t have the same equipment as me because all he watched was Netflix. This didn’t make sense to me and when I queried him further he told me all I could do was to go into my guide and favorite the channels I wanted to watch so only those channels would come up. I spent a very long time going through over 600 channels one by one to determine which channels I wanted and when I finished telling Tech. **** of MTS support she showed me where the screen was that allowed you to click on a button indicating show all channels or shows subscribed to channels. That other guy totally lied to me as I feel almost everyone else I have had to deal with has. I keep phoning your company and have not gotten any results on my issues. When I go into my MTS email it tells me my line is no longer secure. That's new since the upgrade. I was told after a lengthy conversation with support that she would send out a new remote control, a new PVR and someone would be in contact with me about all my issues and they would be addressed. I got the new remote that is doing the same as the last remote and the PVR has not come nor has anyone gotten in touch with me to resolve all these issues. I NEED HELP and after some 40 plus years as a customer, why am I being treated like this. Please, someone has to come and fix all these problems created when I asked for a simple upgrade to work on my Oculus Quest 2. My email is no longer works securely Pairing my Remote to my PVR no longer works My remote doesn’t even change channels and won’t adjust volume My shark remote can’t find the WI-FI I do not get 2.4GHZ to operate my Vacuum My baseboards are damaged Wires in front of my balcony are a safety hazard I got a screen up that I had never seen before called Arris and was told by the last tech it was a normal update but he didn’t do it. Please contact me by e/mail so I have a contact that I can talk to and avoid all this running around every time I phone, drop lines, continuous transfers and every time I call I have to start from the beginning and explain myself all over. I have spent hours upon hours trying to resolve these issues and can’t understand where the service went and why I’m being treated this way. ***** **** **** **** ******** ****************** ** ** *** ****** *** *** ** *** *** 

  Business Response

  Date: 11/04/2023

  Unable to reach customer.

  23APR11, 12:58 – Called *********** LM advising that I will no longer be reaching out and gave the following steps on how to get these issues resolved:
  -If customer is still having issues with TV and connectivity to reach out to our technical team at ********** as they are open 24/7
  -Call our customer care at ********** to book appointment for a tech to go out and make sure cables are secured safely and to have customer care to open a claims ticket for the damage to the baseboards.
  23APR10, 12:50 - Called *********** LM advising I would try again tomorrow and gave contact number *********************
  23APR05, 2:50 – Called **********, LM advising I would try again tomorrow and gave contact number *********************
  23APR04, 1:08 – Called **********, LM advising I would try again at a later time//*****

  Customer Answer

  Date: 14/04/2023

   
  Complaint: ********
  I am rejecting this response because: This has been going on for 3 months and no one was ever sent to do the repairs. The person that did come to look at it said there was nothing they could do as it's been like that for over 30 days even though I had told him I had been complaining since January. Every one I spoke to had an excuse for not fixing the unstable and deteriorating wifi service or repairing the damage cause by the Tech during installation. After some thirty or forty years as a customer to MTS you have FORCED me to go elsewhere for my service provider in order to have a functioning service. That's how you treat long term clients. All my services have been changed, TV wifi and internet. I am not happy with what you have put me through and will not be requiring your service any longer or anytime in the future.

  ****** *** *** *********
  Sincerely,
  
  Wade ********

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to have my personal wifi installed on February 6th, Technician came in and installed it after he left the another wifi in the home stopped working which all the other people in the house use. So Bell send back another technician, and they told me there are some wires that have been damaged and those needs to repaired first because that’s where they were going to connect the wifi. It’s been almost a month now and bell still hasn’t repaired those wires. When I call them they don’t have any answer all they do is give me a follow up calls and tell me your next follow up is scheduled onto this This date. **** * ********** ******** **** ****** ***** ** ****** **** ******* **** **** ************ *** **** ***** ** ** *** ** * **** ** *** ***** ********. Their customer service team is extremely ******** they’ll overlap when you’re talking. * **** ***** ******* ** *** *** ** *** **** ******** ** ******* * **** *** ***** *****

  Business Response

  Date: 06/03/2023

  Good afternoon 

  I have been in contact with the client and at this time her current location is not eligible to receive BELLMTS service due to  Network related issues. I advised the customer we will work together to have service installed in her new location come May 1 when she moves out of this location. I have adjusted all charges for which ANURIT **** has accepted and I will provide a nice offer for the new location once complete. 

  Customer Answer

  Date: 06/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Anurit ****

• Initial Complaint

  Date:17/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** ** ****** ********** ** **** ****** **** **** **** *** ***** ******** ******* *** **** **************** I have disconnected the account in October 2022 since than I’m waiting for my refunded cheque. ** **** ****** ***** ******* ********** **** someone should have paid attention to making sure the address on file is correct or not. I have called Several times but not a single agent paid attention to the mailing address incorrect. Finally In Jan mailing address was fixed and new cheque was issued. Now again it’s 60 days. ***** **** ****** ********** ** *** ******** **** *** ***** ******** ** ** ********** **** ** **** ** ***** *** **** Bell Mts holding the cheque since my services were disconnected. **** ** **** * **** ******** ***** ******** **** ** **** ** *** ***** *** ***** ***** 

  Business Response

  Date: 17/02/2023

  I have been in contact with Kamaljeet and I have apologized for the  Inconvenience in not receiving her Refund cheque sooner. I have advised I will have expedited to her so she can receive much faster then the normal turn around times. Kamaljeet  has accepted my apology and happy I acknowledged her concerns.

• Initial Complaint

  Date:26/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bell billing for services which were cut in September (by our request) but Bell kept billing until I spoke to them in December. Services to **** took over in September. Bell's sale pitch of service did not match actually service of internet and tv. We got complete package of tv-internet/phone from Bell. Disconnect of whole service from Bell over to ****. Bell disconnect phone but not other services even though all services switched to ****. Bell says never got order to disconnect internet but yet disconnected phone. Bell said **** never requested, but **** records say they contacted them September 13 & 14. Bell refuses to eliminate ***$ bill from September to December. Services changed over to **** in September but they (Bell) only disconnected when I complained about being billed for service I don't use. Won't eliminate the bill *** *** ***** ** ****** ******. Speaking with Bell resolves nothing. With Bell sales pitch in July, they said with all the incentives the bill would be next to nil for months. So we signed up in July and opted out in September. I received a bill in August for $****. I have not payed it. Still I did say I would pay the $**** bill I received in August but no more than that. * **** ***** ******* *** ***** ** ** ********** *** ******* ***** ********* The services were poor. I would like for them to eliminate the outstanding bill. The issue is Bell billing from Sept - Dec for services which were disconnected. *** *** **** **** ********** ***** *** *** ********* *** **** *** **** ***** *** ********** ** ******** ****** **** ***** **** ********* **** **** ** * ***

  Business Response

  Date: 27/01/2023

  Good Morning

  I have reach out to Steve.

  We have resolved the issue with his billing

  ***** *** ****** ** ***** *** *** ********* ** ********

  Have a Nice day

  Trevor *

  Customer Relations Associate

  ** ***********************************

  Customer Answer

  Date: 27/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Steve *********

• Initial Complaint

  Date:24/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** **** ** *** ****** ** **** ******* ** * ****** **** ********* ** *** *** *** ** ***** ****** ***** * *** ** ******* ** ************ ** ******** **** ************* ** ***** ** ******************** I would like to submit a complaint regarding Bell MTS concerning phone bills I received today. It is January 19, 2023 today. I had received a letter from Bell MTS dated Nov. 14/22. It was a letter for "Cancellation Notice" and notice to submit to third-party Collections if payment was not received by December.6, 2022. They gave me payment options. At the end of the letter is stated, "If you have questions about this notice or if you would like to reactivate your services, please contact a member of the Billing & Payment Services team. We can be reached at * *** *** ***** on weekdays from 8am to 6pm. If you have already paid this bill, thank-you. " I have spoken to a Bell MTS Manager today January 19, 2023, who she said was Teresa who would not give me her last name, I asked for her business line phone number, she told me she does not have one. I asked for her email which she does not have either. I asked for her mailing address, which she says all mail can be directed to Business Relations department. When I spoke to her, I tried to explain to her that my phone was deactivated before December and it was not in service, but the representative I spoke to at first to explain my situation insisted that it was active. I told her I have not used my landline because it was deactivated since before December. I asked her why they are sending me phone bills when they deactivated my phone services already? I told them I will not pay these bills when I did not call to reactivate my phone service after paying it. I told her that they should have notified me first if they were going to reactivate it. I had decided not to continue with my phone service with Bell MTS and did not bother to call them to reactivate it. I did pay for the full amount of $****** that they wanted through online banking on Nov. 29th of 2022. But I did not bother to call them to let them know that I paid for it, nor to ask them to reactivate it because I was not going to reactivate it. It states in their letter to call them if I wanted to reactivate it. I did not call them. I did not receive any bill statements for December from Bell MTS. The amounts of the two statements I received January 19, 2023, are $***** dated Jan.12/23 and other one is dated Jan.13/23 in amount of $******. The amount for Jan.12th is a pre-suspension notice for a previous bill statement for Dec./22 for $***** and I did not receive any bills from Bell MTS for the month of December otherwise I would have called them then too. But I have not received any mail from Bell MTS last month. It is now January, and I am receiving mail again from Bell MTS. What I am asking from you is to speak on my behalf to cancel these phone bills or statements because I did not phone them to reactivate my account and that I have not used their phone services since the time they suspended it. When they suspend, it means they block the calls from coming or going, therefore was not able to use the phone at all. I could not call out when it was suspended, so why keep the phone plugged in? I unplugged it when it was suspended so I don't understand why they are sending my further phone bills when I did not have a landline phone plugged in at my residence. I am very upset with the situation and feel I am being treated unfairly on this matter. Please have them cancel the statements or bills they have mailed to me after November 2022, in this case I received two mails in amounts$ ***** and $******. I have no phone service with Bell MTS. I would appreciate your help in this matter. Thank-you.

  Business Response

  Date: 26/01/2023

  Hello Miles, 

  I have adjusted all charges back to the date of disconnection and have issued and order to cancel the landline entirely as of today. There will be one more final bill generated crediting back to todays date. There should be no balance left to pay. 

   

  Thank you 

   

  Gady **
  Customer Relations Associate
  **** ************ *** **************

• Initial Complaint

  Date:16/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bell MTS decided - on their own- to change my account to **** ******** without notification. I kept making payments to my account which resulted in a ***$ overpayment. They refuse to refund my money- even though I have no services with them and owe them nothing. They said it is there policy to ask for a bank investigation - which will cost me $** -

  Business Response

  Date: 16/01/2023

  Hello Terri,

  Just wanted to advise that the process to sent out your refund of $****** has been started. It should arrive within 14-21 business days.

   

  Thank you

  Gady **
  Customer Relations Associate
  **** ************ *** **************

   

  Customer Answer

  Date: 16/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Teri ********

• Initial Complaint

  Date:10/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had put my mother in ********* ****** ****** because of her declining health. I phoned Bell/Mts to connect a phone and cable for her. I literally spent 5 hrs on the phone, being told it was not possible. I told them I work for a hospital and I take care of the MTS server room at that hospital. I even gave them the jack number to plug into. Finally, an MTS employee agreed to connect my mother but mentioned they would need a satellite dish, which I responded I don't think so unless the facility has a dish on the roof. And appointment was set up for Sunday December 11th. A tech phoned me around 10 am and said he would be there around 1 pm. I waited 2 hours and no one showed up. Luckily the tech used his own personal number, which I luckily able to get a hold of him and he told me it was cancelled because they could not hook up at that area. So, as I sat there I noticed **** come on the TV search. I then phoned **** and gave them the jack number and they came 2 hours later and hooked up the phone and cable. Total conversation with **** took 10 minutes while I spent 5 hours with Bell MTS to get nothing. They phoned me on Monday December 12th, 2022 and asked if I would like the phone hooked up and I responded no, because I went with ***** I also keep getting called about hooking up the cable there which I told them they cancelled me and I have ***** Now I am getting a Bill for something I told them I do not want. I phoned them and they left me on hold for 50 minutes at which time I had to go to the washroom and they hung up on me. * **** ** ** ****** ** *** ****** ** *** ********* I cannot waste 1 hr on a phone constantly to have nothing done! Please help me out with this situation. And on top of it the billing address is wrong. I don't understand how many times I can tell them, No! And how can it be hooked up when there is already a phone attached to that line? *** ************ ** ******* 

  Business Response

  Date: 13/01/2023

  Jan 13th 2023 @1531 we contacted Nick to discuss issue. Gathered further details regarding the incident, apologized for experience Nick had. Agreed to adj all charges as service wasnt installed, adv cust will forward issues to management to have proper follow up done regarding eligibility at address and confusion between contacts with separate reps. 

  Customer Answer

  Date: 20/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Nick ****

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 17 2022 our Bellmts services stopped working completely. The connections are poor on a regular bases, no connection, no wifi, no tv. After following all the restart sequences, I contacted Bellmts for assistance. They said that a service tech would come from 8am to noon on Dec 18th. After waiting the 4 hours watching both the front and rear of the house, I called bell to get a new eta. I was told the tech has been to my house, called my phone and no one was home. Validated that the information that Bellmts had was correct, I also checked my phone logs and secured cameras (just encase I missed them). I had not, there was no tech on my street and no calls to my phone, ********* service provider. Re scheduled appointments to Dec 19 th from 12- 4 pm. Tech came to house after calling my phone. There was no resolution, technician said a second cable needed to be run in house. Said that he couldn’t do the work a different crew was needed and left. No new appointment was made to finish the work. When I found this out I called tech line and made a third appointment for Dec 20th. The tech came to the house - the same one that said he could not fix it. He also stated he didn’t know what the Bellmts equipment was that we had. He left, still not repaired - not spotty connection - no connection. Called tech support to find out what was supposed to happened. I was told that there is a line issue and that there is no eta on repair. I asked for a time range, and was told there is no eta. I asked to speak to supervisor, I was told that the supervisor would called back at some point - no eta, no information and no service. I just need the service that I pay for to work.

  Business Response

  Date: 11/01/2023

  I have been in contact with the claimant since the request came into our office January 3rd and as on Monday January 9th service has been restored. The customer has confirmed it is still working as of today 01/11/23. I apologized for the delay and applied appropriate credits for her loss of use. and we consider the matter closed.