Business Profile

Telecommunications

Bell Mobility

Headquarters

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

486 total complaints in the last 3 years.
177 complaints closed in the last 12 months.

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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:06/12/2024
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 took a business line and ported another number from ****** to a 50$ plan that says unlimited US/Canada Plan with 100 GB from a ******* store. Now they say I can call US to US, Us to Canada but if I call from Canada to US it will be charged as long distance. They also charged me 50$ for transferring the number from ****** without informing me. They also charged me 70$ for each number for activation whereas I was given to understand I will be charged for one number. They are charging the bill in advance for the coming month. **** ** ** ********* ** **** **** **** *** I have a 312$ bill within 4 days! I just spent over One Hour with the call center and got no response. **** *********** *** **** ** **** **** **** *** ******* ****** **** **** ********* ******* ************* *** ********* * **** ** ******** ** *** *********** *** **** **** ******* ** *********** *** **** *********** My number is **********.
Business Response
Date: 09/12/2024
On behalf of Bell Mobility, I would like to thank you for taking the time to reach out to us and allow us the opportunity to respond to your concern.

I have reviewed your account and am pleased to know that your plan features were corrected for calls to the U.S. to be included.
The $50 number change fee was also corrected November 28th 2024.
Regarding the $70 connection fees, please note you are receiving a $10 connection fee credit for 7 months to cover it.
As such, we consider the matter closed.

Kind regards,
Andre
Bell Mobility
Customer Answer
Date: 10/12/2024

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.
It did take more than a few calls but the customer care helped resolve it finally.
Thanks and regards

Sincerely,

******* **** ***** ******
Initial Complaint
Date:26/11/2024
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.
Earlier this year, one of my devices (my daughter's phone) was returned for damage and replaced with a new device covered by insurance. A few months later my daughter wanted her own account with a different provider and I called Bell to ask if I would be charged the deferred amount for the new device if it was cancelled, because it was a replacement through insurance. I was told no, I would not be charged, so I went ahead and cancelled the device. A few months later I get an email stating that I need to return the device or be charged $300. I call Bell and speak to an agent, explaining to her what happened and that I was told I would not be charged. She then tells me the charge will be reversed. A couple weeks later, I call again asking why the charge is still on my account. The agent tells me I have to pay this deferred amount even though it is a replacement device covered by insurance. I told him the previous agent said there would be a note on my account that the $300 deferred amount charge will be reversed. The most recent agent I spoke to said there is no note, and they will not reverse the charge, after the previous agent already telling me they would. I want this charge reversed ** * **** ** ********** *** ** ** ***** **** *****
Business Response
Date: 27/11/2024
Dear ***** ******;
On behalf of Bell Mobility, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.
I have investigated the matter and following the information available in our systems, the DRO charge of $298.00 (tax included) has been reversed. This credit immediately affects your owed balance that you can verify by login in to your online profile on www.bell.ca.
I hope that this response is satisfactory and that it resolves the situation.

Sincerely,
Jeremie
Bell Mobility
Customer Answer
Date: 27/11/2024

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,

***** ******
Initial Complaint
Date:25/11/2024
Type:Order 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 going to switch all services (TV, internet, home and cell phones) over to Bell. I gave them a date I wanted to switch over my services to give myself time to contact and deal with my existing providers. They went ahead and activated my cell phone through Bell immediately. By the time I got an answer from my existing provider that I was still locked in with them (still well before the date I told them) it had elapsed Bell's remorse period. * ***** **** ** ** ********** ****** **** **** ** ******* **** ** *** ** *** ***** ****** ********** And again, they proceeded faster than the start date I had provided them. I've been resisting paying them, despite getting frequent reminders. I want these charges dropped.
Business Response
Date: 26/11/2024
On behalf of Bell Mobility, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.

I have reviewed your request and have adjusted the remaining balance to $0.00. This will be displayed on your next invoice. I have also requested that credit reporting be corrected.

Kind regards,

Andrea
Bell Mobility
Customer Answer
Date: 26/11/2024

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,

****** *******
Initial Complaint
Date:23/10/2024
Type:Product 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.
In February of this year, I opened an account with Bell, however as my credit was not high enough I had to provide a security deposit of $475. I was advised in store (********* **** in Calgary, AB) where I got the phone that I would be refunded the deposit by credit on the account or cheque after six months of paying, I advised the store I wanted it by cheque. In August, I was sent a text advising the money had been put as a credit on the account. I immediately called the Bell customer service line and they changed the credit to cheque and provided no further information except to expect it with 14 days. After 14 days, I called the line and they advised they sent it to an address I hadn't lived at for over two years. I requested it be resent to my correct address. * ******** **** ******* ******** ***** *** they resent it. I called again 14 days later and they advised they didn't enter the address correctly and entered it in again and advised it would 14-28 days once their collections team could submit it. Multiple phone calls, multiple months later and ******** ***** **** there is no cheque *** **** *** ****** **** **** *** Bell Reference Number: ************ Bell Ticket number: *********
Business Response
Date: 20/11/2024
Dear *** ******,

On behalf of Bell, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concerns.

I have investigated the issue, and we have two options to resolve the refund issue.

Due to the current ****** **** issue a refund cheque could be mailed however we are unsure on when you would receive the cheque.

Option two is to credit back the amount by crediting payments that were made using the credit card with the credit card number ending in **** as long as this card is still an active credit card.

Please reply which option you would prefer.

Thank you for your patience in this matter.

Charles
Bell Executive Office
Initial Complaint
Date:09/10/2024
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.
For the past several months Bell has been reporting my account as closed to the Credit bureau. Then when I complain they correct it. This is causing my credit to fluctuate as this is a 9year old account. My account is open, no outstanding bill, no late payments, and no negative items. I want this remedied permanently ****** * **** ** **** ***** ****** *** ** ** ****** ***** ***** *********** ******** ** ** * **** **** ** ******** ** ****** ** *** ******** Bell has fixed this once and immediately it happened again.
Business Response
Date: 16/10/2024
On behalf of Bell Mobility, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.
I have reviewed your account and can confirm that as of October we advised ********** and ******* that your account is active and in good standing. At this time the Bell Mobility only account will be reported monthly to the credit bureaus monthly.
Kind regards,
Andrea
Bell Mobility
Customer Answer
Date: 16/10/2024

Complaint: ********

I am rejecting this response because this is the same response I'd already received the previous month and within the following reporting period BELL had made the same error again.
How is BELL going to ensure this does not occur again ?

Sincerely,

****** *****
Business Response
Date: 30/10/2024
Good day,
Thank you for the reply.
I understand your concerns and need for the issue to be permanently remedied. I have discussed the matter with our internal Collection Team to ensure your account is reported accurately going forward and they have confirmed that the issues you have experienced have been resolved.
Kind regards,
Andrea
Bell Mobility
Initial Complaint
Date:04/10/2024
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 am not liable to any debt to Bell Mobility. All of my debts have been paid back in June 2024 and yet Bell Mobility has reported a delinquency to ******* which affects my credit report and score.
Business Response
Date: 07/10/2024
Dear **** ******,
On behalf of Bell Mobility, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.
I reviewed your account and my findings are set below.
Your account was cancelled on March 27, 2024. The final invoice was on April 10, 2024, with an amount due of $66.68. This invoice was paid on June 20, 2024. A late payment report was sent to the credit bureaus in accordance with the Terms of Service agreed when the service was activated.
Additionally and previously to the above, there are other occurrences where the payments were not received within the requested period of 30 days following the bill date. The occurrences may as well show up on your credit report.
With the above, you will understand that we consider valid the reports sent to the credit bureaus unless you provide information that we are not aware of.

Sincerely,
Jeremie
Bell Mobility
Customer Answer
Date: 15/10/2024

Complaint: ********

Hello Jeremie,
I unfortunately don't accept this because I have not been contacted by Bell Mobility in any way that I could know this. I was simply under the impression that I have closed my account and I don't have any debt. Later on, I learnt that I actually do have debt and then I have paid it immediately. If i had known this back in time, I would have paid it right away. Regardless, I am sorry for this occurrence and I would kindly request if you can remove this from my file because this is affecting my credit score *** * **** ******** ******* ****** *** *** ***** **** ** ********* ** *** *** ****** **** *** * ***** ****** ******** ***** ***** * ***** ******** ***** ****** ******** ********** ******** I would appreciate this immensely.

I'm looking forward for your assistance and response regarding to this.
Sincerely,

**** ******
Business Response
Date: 28/10/2024
Dear **** ******,
I do understand that you are not satisfied with the response.
But with the information provided in the first response, the report/s sent in regards to late payments is/are valid. It is the account holder's responsibility to ensure that the account is in good standing.

Sincerely,
Jeremie
Bell Mobility
Initial Complaint
Date:19/09/2024
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.
On September 8, 2024 I had occasion to check my credit report. Upon checking my credit report, I realized that there was an outstanding debt with Bell Mobility and this has been reported to the Credit Agency since September 2020 until August 2024 (48 occurrences). The only information I was able to obtain was the last four digits of my account number. I immediately called Bell Mobility to try and resolve this. Since September 8, 2024 I have spent more than 5 hours and spoken with approximately 16 separate individuals at Bell and no one can explain this charge to me, explain why I wasn’t notified or provide any information about how to restore my credit. I have simply been told to, “Pay my bill!” ** ******** ********** **** ** *********** ***** ** ** ************** *** ** further complicated by a manager that refused to take my call and some of your employees refusing to provide their employee numbers. I am flummoxed as to how I can resolve this **** **** ** **** ********* **** ** **** ** **** * ****** ** *********
Business Response
Date: 20/09/2024
Dear ******  ***** ******,

On behalf of Bell Mobility, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concerns.

To further assist in our investigation could you provide the Bell Mobility account number in question ( or the 3 last number that you are refering to) and cell phone number regarding the issue?
Kindly provide us with the maximum informationyou have as long with your current address.
Thank you

Rachel M.
Customer Answer
Date: 20/09/2024

Complaint: ********

Thank you for responding. I am eager to get this resolved. This account is associated with a phone that belonged to my late mother, **** *****, but was in my name. The phone number was: ###-###-#### and I believe the account number is: ***-***-**** I have added the last communication I had from Bell Mobility regarding this account and I believe that this amount was paid but I am unable to verify that because I no longer have access to the account this bill was paid from. When I called Bell and Bell Mobility this past January 2024 to conclude all my mother's services, it was verbally confirmed that all of my Bell accounts were paid.
Sincerely,

****** ***** ******
Business Response
Date: 01/10/2024
Dear ****** ***** ******:
Please note that Bell Mobility has provided their response via your CCTS case #*******.
As such we consider this matter closed.

Regards,

Rachel M
Customer Answer
Date: 11/10/2024

Complaint: ********

I am rejecting this response because: I am going to continue to pursue this issue ******* ** *** *********** ****** ** ***** **** ******** ********. Please see my ******** documentation outlining my issue.

Sincerely,

****** ***** ******
Business Response
Date: 28/10/2024
Dear ****** ***** ******:

Please note that Bell Mobility has provided their response via your CCTS case #*******.

As such we consider this matter closed.

Regards,

Rachel M
Customer Answer
Date: 08/11/2024

Complaint: ********

I am rejecting this response because: the issue is not resolved. The matter will be closed when the issue is resolved.

Sincerely,

****** ***** ******
Business Response
Date: 18/11/2024
Dear ****** ***** ******
As advised by a Bell CCTS agent, you were advised of the fee and therefore we can't send a correction.
We have reported correctly.
If you can locate that you made that payment,on time, we can make a correction.
Regards,
Rachel M
Customer Answer
Date: 04/12/2024

Complaint: ********

I am rejecting this response because: the issue is still not resolved. As I have stated before, I was given one notice about this fee and there has been no subsequent communication from Bell. I am the only party working toward a resolution. I also anticipate a response about how unnecessarily difficult your agents have made this process.

Sincerely,

****** ***** ******
Business Response
Date: 18/12/2024
Dear ****** ***** ******:

Please note that Bell Mobility has provided their response via your CCTS case #*******.

As such we consider this matter closed.
Furthermore we are unable to send a credit correction for a valid late reporting.
In December 2019 you were informed of the balance owing and proof were sent to you by email.
Regards,

Rachel M
Initial Complaint
Date:19/07/2024
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.
The Bell MTS in **** **** Shopping center phone number is ***********. They sold phones and put them on my account without me being there. I am being billed $7537.67 for phones I never had. They are doing this to other customers I know but aren't coming forward. They told me to take my phones to a different company instead of trying to resolve the problem. They are going to ruin my credit if I just leave my bill unresolved. I have been paying for other people's phones for years and would like reimbursement. My phone numbers are **********, **********, **********, **********, **********.
Business Response
Date: 25/07/2024
Dear ***** *******
As per the notes left in your account on July 20, 2024, it appears that this situation has been resolved to your satisfaction.

Sincerely,
*******
Bell Mobility
Initial Complaint
Date:03/05/2024
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 April 7th, we switched our **** mobile plane to Bell MTS. The same day, I received a phone call from the booth where we bought our new phones, saying they needed us to bring the business registration papers. I came the next day, and the lady in the booth took all the copies and said everything was fine now. In a few days, we flew to Mexico; *** *** ***** ** ********. The next day, we realized we could not contact *** **** **** *** *** ******* * ******* ***** *** * ***** *** ***** ******* **** ***** *** don't know what happened? When we returned to Canada, we realized that all our 3 lines were disconnected. I phoned Bell from my friend's phone, but they refused to restore our connection until we went to the nearest store for verification. ** ***** * ****** ******* we spent 2 hours in the store until they finally could fix their mistake. Even though they disconnected our phones and ruined our vacation, they still requested a full payment. We ask for reasonable compensation for our troubles this past month.
Business Response
Date: 06/05/2024
Good afternoon **** *******,

On behalf of Bell Mobility, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.
Further to the Case # ********, I can confirm that the customer has opened a case with the CCTS.
As such, the resolution will be forwarded to the CRTC or CCTS..

Sincerely,

Charles
Bell Mobility
Initial Complaint
Date:03/05/2024
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.
Bell Account ********* I was charged $520 DRO Deferred Amount on March 26, 2024 because I never returned my phone when the 2 year contract was complete. Bell did not notify me that the contract was up in January. Bill was sent 2 months later when the 30 day return policy expired. I am writing to express the failure of Bell to notify customers that their contract is up and the window to return to phone is closing. Without such notification Bell is charging customers $520 without making any effort to reach out. ********* ** *** ******** ** ********* ********** *** *********** ***** ****** ********* Bell has not been able to process or address my concerns after speaking to various persons.
Business Response
Date: 06/05/2024
***** ******,
The device return option is something you would have agreed to upon the assumption of the hardware financing contract at the beginning of your financing agreement of your phone. You would have been advised of this on your hardware agreement. As well in your MyBell application you would see the details of the term remaining monthly as well as on each of your invoices.
Upon the ending of your financing, you were notified on your January 2024 invoice of the ending of the Device Return option and that you have the option of keeping your device and paying the Deferred Amount Charge or return the device in good working condition for a full bill credit for the charge. That can be found on page 3 of 4 on your January 2024 invoice.
Anthony

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Bell Mobility is NOT a BBB Accredited Business.