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:23/11/2022

  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.

  ****** ******** *** ******** *** ************ I am writing to complain about BellMts. My son Zack ******** had call to get services hooked up for November 21, 2022 between the hours of 12-4 pm. They had come that day to set up and couldn’t because the wires on the pole and house are corroded and need to be worked on. When the technician left I had called to see what was happening. They told me that they were putting in a work order and i should get a call Tuesday to find out when they could come. Well no one called Tuesday so I had called and they said yes someone is set to go and fix the wires and i should get a call within a day. They then changed the contract around so Zack would have it cheaper because of the hassle. So today I called and got told they didn’t know when someone was coming and couldn’t give me an ETA. So then I asked for a manager and got told there was nothing they can do, as customers were supposed to be patient and wait for the phone call of when it was going to happen. So I had asked well since your manager can’t you find out why it taking so long and he said no. So what i am wanting is someone just to go fix the wires so that we can have internet services. I want someone to do their job so that can happen. I don’t think I am asking for much since my neighbours are both BellMTS and are receiving services from the same pole that they say is corroded. So how do they have services that are working. My son said he would of been okay with half services until they came and fixed it. But they just refuse to do anything to get me answers or to provide their services. I work from home and we are losing out on money because of this. Also the manager just wanted to hang up with me and get me off the phone. He wouldn’t answer questions and said nothing getting done today you just have to wait and hung up with me. My son Zack is **** and has a hard time comprehending and dealing with everyday life skills. The BellMts account is in his name Zack ******** *** ******** *** ************ I am authorized on the account and have permission to even do this. I am his mother and his care giver. I am really frustrated at this point because I feel like we are being ignored and treated badly. I am having a hard time understanding why aren’t these wired being taken care of. I mean the technician said that not everyone is getting proper services because the wires are so corroded. So how are they providing full service to customers if the wires need to be fix to begin with. I really want my services that my son had called for. I need someone to call BellMTS and say hey go fix your wires, your responsibility. If there is any other information needed please call at ************ ** ***** ** ** *****************************  Thank you and much appreciated ****** ******** * **** ******** 

  Business Response

  Date: 28/11/2022

  Good morning,

  We have reached out to the customer

  Service are now installed and working

  We have resolved this issues and customer is happy

  Have a Nice Day

  ****** *Customer Relations Associate

• Initial Complaint

  Date:17/11/2022

  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.

  Ongoing issues since aug 2022. Service will drop for days at a time. Given all sorts of excuses as to why...problem will temporarily be fixed....it always comes back about 2 weeks later. Often times when an appointment is made...no one shows up. This time my internet will have been out 48 hours when they arrive at least. This is unacceptable. No one even gave me the courtesy of a call when no one showed up today. I had to call them to find out no one was coming. I pay my bill in full every month...I have lost 4-500 dollars in lost wages for days I cannot work due to these outages since I work from home. ** ** ********* *** ** ******* *** ******** **** **** *** ** **** **** *** ** ***** ********** ********

  Business Response

  Date: 17/11/2022

  Hi Tamara,

  As discussed over the phone the connectivity issues at this point have been determined that it's not within the unit. I have added an addition $20.00 off the price point of the internet service. 

  Thanks

  Gady E.
  Customer Relations Associate
  **** ************ *** **************

  Customer Answer

  Date: 17/11/2022

   
  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,
  
  Tamara *************

• Initial Complaint

  Date:10/11/2022

  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.

  Good day I am writing to you today to address a disconnection between Bell departments. I am currently with your competitor's internet service provider, I was presented with a very good offer from Bell sales guy, which was really good that made me think of switching to Bell MTS and leaving your competitor. Which I think is the main purpose of new offers anyway. So I think the sales department did a very good job. Unfortunately, my experience with your installation guys was just a ***** The first appointment was last Saturday, the technician came in time "8:30 am". He demanded access to the pole from my neighbor's backyard and demanded they move their truck. I asked the neighbors and they did. Then he asked me to drill a hole by myself and he said "I don't want to be liable if anything happens". I was like, really!!! When I refused to drill the hole, he said we will have to reschedule and left. His note was "there was no access to the pole" I waited for customer service to call to book a new appointment, but unfortunately, they didn't, I had to call in. They said they were sorry and booked me a new appointment. The second appointment was today "4:30 pm". The technician showed up confirming that there is access to the pole and wondered why the first technician didn't do the installation. But he refused to do the job because it was late for him. I said it was scheduled by Bell MTS, so they should know how to manage their scheduling, but no, there is a big disconnect between the control center and customer service. Again when I called to complain, the customer service guy mentioned that the second technician again mentioned that there is no access to the pole, which is definitely not true. *** ***** ** ** ***** ** **** *** ********** ****** *** **** ****** **** ************ **** *** ************ * *** **** ** *** ********* what is the meaning of sales efforts without installation services?!!! ***** * ***** **** ***** **** *** ***** * **** **** *** ******* ***

  Business Response

  Date: 15/11/2022

  Hello Ahmed, 

  I'm sorry to hear about the negative customer install experiences. I have sent off installer feedback forums on both installers that showed and weren't able to complete your install. 

  Thanks

  Gady E.
  Customer Relations Associate
  **** ************ *** **************

  Customer Answer

  Date: 15/11/2022

   
  Complaint: ********
  
  I am rejecting this response because: that didn't show any solution to my situation, didn't even recommend an escalated installation to fix the situation
  
  Sincerely,
  
  Ahmed *******

  Business Response

  Date: 16/11/2022

  Hi Ahmed,

  Just recapping what we discussed on the phone. I have escalated this installation and have it noted as high priority. Hoping everything goes well Saturday.

   

  Thanks 

  Gady E.
  Customer Relations Associate
  **** ************ *** **************

  Customer Answer

  Date: 21/11/2022

   
  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,
  
  Ahmed *******

• Initial Complaint

  Date:08/11/2022

  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.

  I, Noah ****** (the account holder) made a payment of $227.82 to my Bell MTS account that was terminated, due to being unable to make payments. I paid the full amount owing on Monday, Nov 7th around 12:15pm. The customer service representative who took my call, said that my account would be reactivated at 6:00pm that same day, and that no other actions were required. Around 6:30pm my internet services were still not up and running, so I called back and was connected with another agent whom told me that the service representative who handled my account did not reinstate my account or even change the status to “PAID” so she cleared this up, then she re-issued my service agreement, something that the previous representative should have addressed and failed to do so. She then told me that all is good, there should not be any issues left and my services would be back up and running at 8:00pm ** ***** ** ***** *************. It is now, 9:35pm and I am still without internet. I have called back two additional times, the first time I was place on hold for 15 minutes and then hung up on and the second time the individual told me that their system was completely down and that they could not help me at all, regardless of what I needed or what time my service level agreement quoted as they could not search their systems for the information required. I am quite frustrated and have been on old in total for over 2 hours today, Nov 7th… I paid over $200 and simply just want my services reinstated at my home. This is very inconvenient and I don’t appreciate being told a time and not having it be fulfilled. I just want them to finish the job that they said they were supposed to. This payment was made at 12:15pm…. That is close to 10 hours ago now as I sit here and write this complaint at 9;38pm. ****** *** ***** * ******* ************ * ******* *********** **** ******* ** **** ****** *** *********** ***** ********* 

  Business Response

  Date: 09/11/2022

  This issue has been dealt with already.

   

  Thanks

   

  Gady E.
  Customer Relations Associate
  **** ************ *** **************
  

• Initial Complaint

  Date:31/10/2022

  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.

  I had requested a land line be installed at my elderly mother's new residence on October 19, 2022 and her existing number (which she has had for 60+ years, be ported from **** to Bell-MTS). On October 26, after daily calls to both the Bell-MTS sales and Bell-MTS service departments, it was installed. At the time, she given a temporary number. On October 27, at the request of the last Bell-MTS representative, I emailed a detailed explanation of the ongoing issue, a summary of what had occurred to date and provided copies of both her **** statement (showing the account and phone number) and the Power-of-Attorney. On October 28, I received a survey questionnaire and was asked to provide my overall satisfaction regarding this transaction. Needless to say, Bell-MTS was scored extremely poor. On Sunday, October 30 I received a cold call out asking me to provide additional information about my dissatisfaction. I explained the problem (again) and now find myself on the phone waiting for someone to figure out what is going on at Bell-MTS. This is absolutely horrible customer service. I should also mention that they have been billing me since October 19, 2022.

  Business Response

  Date: 08/11/2022

  Mothers phone number was ported from **** on Nov.2. Applied $50 goodwill credit for poor experience, customer satisfied with outcome. Complaint resolved

  Customer Answer

  Date: 08/11/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  - there was no apology for the time I invested in bringing this matter to a successful conclusion.  
  

  - Bell-MTS customer service regarding this matter was EXTREMELY poor.  A small token of Goodwill in the form of a $50 credit is a sorry excuse to ‘resolve’ the inconvenience incurred.  
  

  I would like a detailed explanation as to why, despite my almost daily calls, this matter continued to fall on deaf or incompetent individuals.  
  

  I would welcome a copy of the call log regarding and a summary of time taken to bring this matter to a conclusion.  I’m sure if anyone ******** investigated time expended by myself and your *********** staff, they would realize that a $50 is an ********** insult.  ** * **** **** ** **** *** ** ***** * ***** ****** * *** ****** *** **** **** ** ** **** *******
  
  Sincerely,
  
  Todd ********

• Initial Complaint

  Date:24/10/2022

  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.

  I have been a BellMTS internet customer for approx. 2 years. It took me about a year to be connected because there wasn’t available hardware to connect me. On Oct 7th our internet stopped working. When I called to get it fixed, I was told there wasn’t internet on my account. After talking to the 3rd customer service agent they were able to figure out the phone line had been disconnected from my house, that provided my internet, because there wasn’t an active phone line in the house. Sometimes that happens, is what I was told. They scheduled a tech to come reinstall it, but then cancelled the appointment the next day, because there isn’t hardware to connect me. There isn’t hardware to connect me because the phone line now runs to a neighbors house that was newly built. They won’t give me a date for reinstalling, and I need to call monthly, to have the charges cancelled on my bill. They also won’t return the line to me & cancel the neighbors service.

  Business Response

  Date: 16/11/2022

  22NOV16, 3:00 PM - Called Kimberly and explained that internet was connected to phone line ********** and when that customer cancelled service on Oct.27/21 services should have been terminated but internet continued to work in error until ports were pulled for another customer. Order has been placed for service for Kimberly, but we are waiting for ports to open up and we don't have an eta on when this will be resolved. We have adjusted Kimberly's bills and will update Kimberly once we can setup internet again.

• Initial Complaint

  Date:19/10/2022

  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.

  Our home WIFI was becoming increasingly slow so I called Bell Mts and was told our technology was obsolete and that we should update. I was given a couple options and chose one. I was told there was no charge for the installation and new equipment and an appointment was made. About a week later August 25 we had an appointment for the service provider to do the upgrade and they didn’t show up. No call. I made a new apt and after two hours the tech was not capable of making the upgrade but our existing account was deleted and the couldn’t get our WIFI to work. They sent another technician two days late who also could not upgrade our WIFI nor get us back to our old service. Finally a third technician (not a bell employee) came out a couple days later and set us up. We were a week without WIFI. When we grieved the issue on multiple occasions throughout the process of trying to get service we were told we would be credited $25, not billed for the week of no WIFI and would be credited for all data overages for the duration of the billing month. I have dates and a few names of people I have spoken with. When I received notice of our monthly bill via text (unusually) I called to find out if it was legit and if yes to find out why it was higher than normal and so not reflecting the above mentioned. I was told to wait until I received email notification which I received today. This bill is more than $100 more then we typically pay. It includes $105 roaming and charges for the upgrade equipment. I have spent hours on the phone dealing with what seem like very competent staff but who all have **** a bag of misinformation. The service has been quite frankly mind-boggling *** ********* amounting to apparently misleading information and ********* offers. At one point one of the people said the notes on file said we were without WIFI for one day but then said it was clear we weren’t given the timing and nature of our repeated contacts.

  Business Response

  Date: 19/10/2022

  Issue was resolved on 10/12/2022 and adjustments were applied to account however October bill printed on October 11 and because adjustments were submitted on OCT12 they were not reflecting on the most recent bill. Customer then called in 10/19/2022 requesting a supervisor. Supervisor explained that adjustments have already been applied on 10/12/2022 and gave customer updated balance.

   

  Customer Answer

  Date: 20/10/2022

   
  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,
  
  Stephanie **********

• Initial Complaint

  Date:03/10/2022

  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 was charged for equipment not returned after cancelling my account back in 2018. I was contacted by collections and had paid for missing equipment. I recently found the equipment and was told that I would get my money back upon receipt of the equipment. They have now received the equipment. Not only are they not giving me money back that I have paid. They are asking for $100 more! I am furious!

  Business Response

  Date: 07/10/2022

  Received complaint for issues with equipment charges being disputed and remaining written off amount sent to collections. Called customer Oct 7th @1014am and discussed situation. Final bill printed July 31st 2018 for $1174.39. $321.24 of which was overdue service charges the remaining $853.15 were for non-returned equipment. Customer had contacted in Sept 3rd 2018 and there were 4 adjustments made to the account of the following amounts: $158.20 // $73.45 // $282.50 // $339.00 = $853.15 the full charges with taxes for the equipment billed out. This left only the remaining overdue service charges of $321.24. $321.24 was sent to collections Oct 1st 2018, since that date we have received 4 payments towards that overdue balance. These payments took place on Jan 9th 2020 in the amounts of $50.00 and $71.24, then again on Feb 6th 2020 for $50.00 and a final payment on Feb 19th 2020 of $50.00. All payments total the amount of $221.24 leaving the aforementioned disputed balance of $100.00 still with collections. This balance is a valid owing balance and no further adjustments have been made for this amount. Irene understood explanation of billing and adjustments that have been done.  

• Initial Complaint

  Date:06/09/2022

  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.

  On Aug. 10, 2022, I contacted Bell MTS because the cottage phone isn’t working. The cottage is located in ****** ***** ********** ***** *********  There was an appointment made for Aug. 12 to have a tech person come out to fix it. On Aug. 12 no tech came out. I called Bell MTS and they explained they didn’t show up due to an over work load. There was another appointment made for Aug. 19 and again no one came to fix the phone. I requested to speak to a supervisor and was informed I would receive a call back at the supervisor’s connivence. (There has been no call back from the supervisor as of yet - Sept. 1) There was a third appointment made for a tech to come fix the phone on Aug. 29, and for the third time no one showed up. I called Bell MTS Aug. 31 and asked for an explanation of why there has been 3 no shows to fix the cottage phone and once again it was work overload. September 13 is the next time a tech will be in the neighborhood of the cottage, but I am unable to be there due to work and school obligations. Bell MTS is unable or unwilling to provide any alternate action. The landline is a critical emergency and safety item because the cottage area has no reliable cell service. I would like the phone working in a timely manner. Also to arrange a date with a guarantee that a tech will show to fix the cottage phone that doesn’t interfere with work and school schedules. Thank you, Lori ******* 

  Business Response

  Date: 20/09/2022

  I have been in contact with Lori and we have been working together to come to a resolution to restore service for her wireline service at her cottage in ****** ****** I have provided compensation for the loss of use and Lori and I will continue to work together to restore service at her cottage. 

  Customer Answer

  Date: 20/09/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  There was another no show to the cottage to fix the phone line on September 13. They say there isn’t anyone available to go to that area, since it small. They are also unwilling to meet the days and times that we will be at the cottage, because they don’t work weekends. 
  I have spoken with an advocate from BellMTS and assures me this will get fixes in a timely manner. Then he says the next service person to that area isn’t until October 11. This is a safety concern due no landline and no reliable cellphone service in a remote area. What do we do in an emergency situation? 
  
  Sincerely,
  
  Lori *******

  Business Response

  Date: 21/09/2022

  I have been in contact with Lori today 09/21/22  and have reconfirmed that Lori that I will continue to work to come to a resolution to fix her line at the cottage. we had a technician out today who has identified the issue but we just need someone at the  location during the week for our business hours to arranged to have the final work completed as the client will have to let our tech into the cottage. Lori has agreed we can close this off as we will continue to work together and Lori will get back to me with dates when someone will be here so I can arrange a technician to arrive at the same time.

• Initial Complaint

  Date:06/09/2022

  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.

  Service requests began August 26 for restoration of internet Fiber 75 and Better tv MTS plan. My service has been unstable since mid July of this year. I have received ********* communication from service reps for MTS and laughed at when my service was down. On September 3/22 @ 1 pm the service was completely shut off and restored on Sunday September 5/22. I was told I would be contacted by an MTS supervisor this has not happened. I was told by the repair person that he downgraded my service yet in paying 156.00$ in total monthly. My MTS account number is *********. I was told by the service attendee that I not supposed to tell MTS about the downgrade in my service? Should I not get the service I'm paying MTS for?

  Business Response

  Date: 06/09/2022

  I have reached out to CHRISTOPHER. I  have acknowledged his complaint and apologized for the inconvenience he has gone through. I have compensated for the issues and booked an apt to restore speed back to his original plan. and will submit action plan for the miss information given by techs.