Business Profile

Telecommunications

Bell Canada

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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 Canada's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

342 total complaints in the last 3 years.
137 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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.
Around the beginning of November 2024, I entered a local Bell store simply looking to compare phone prices and was approached by a representative. We began chatting, and he offered to look into my account to see if he could find a good deal on my current internet service. At this point, I had been paying around 100.00 taxes in for 1.5Gb fibre internet. The rep informed me that my current deal had expired and I would begin to be charged 130.00 for my services. However, they could offer me a* ********* deal of 1.5Gb fibre internet bundled with TV and home phone for 90.00/mo, on a fixed 3-year contract, which I accepted. The following day, being somewhat suspect of this offer I decided to call customer service just for peace of mind and have them reiterate that I would be receiving 1.5Gb internet with tv & home phone. The representative confirmed this was accurate. When the technician arrived, he asked me why I was downgrading my internet, to which I explained I was not. after a lengthy (2+hr) back and forth with a representative they agreed to give me 1.5 Gb internet, TV and home phone for the agreed-upon price of 90.00/mo When I received my bill it was $125.35 INTERNET ONLY! I called in to sort this out yet again and spoke with the ********* **** ************* rep ***** who ******* *** ****** told me I agreed to have my TV and home phone removed. I explained the whole story above to no avail. She told me I would need another tech to come and reinstall a new TV box, which I still have. She said there's no way I have a box b/c I agreed to have internet only, and again I explained the situation. She refused escalation and finally said I could have the package for 95.00 a month with bare-bones TV and then refused to remove the overcharge for this month. stating there would be a credit at a later date but I will need to pay the bill in full this month. **** **** *** *********** ** **** ******** *** ***** **** ***** **** ******* *** **** *** ** ******* *** ******
Business Response
Date: 12/12/2024
Good day ***** ********,
I am reaching out in response to your recent BBB inquiry # ******** in which you have expressed a contract concern.
I would like to formally apologize on behalf of Bell Aliant for the inconvenience you have experienced in resolving this matter.
Bell Aliant confirms that this matter was reviewed with you December 12, 2024, and that this case is resolved with details of this resolution relayed to you through correspondence.
Regards,

Bell Aliant
Atlantic Customer Relations Centre
Customer Answer
Date: 12/12/2024

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.

Sincerely,

***** ********
Initial Complaint
Date:20/11/2024
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.
bell showed up to do a line hookup on Oct29th. the tech informed me they were unable to do the hookup that day due to obstruction at the post in neighbors yard. they said they will contact the neighbor and be back in a week. its now 2 weeks later, i have phoned bell for an update and was told there is no sign of an appointment to try again. bell has now cost me $112.94 for service i am not receiving because they have not run the line that only their techs are able to do.
Business Response
Date: 21/11/2024
On behalf of Bell Canada, 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.
Please provide your Bell order / account number so we may investigate.
Kind regards
Andre
Bell Canada
Initial Complaint
Date:15/11/2024
Type:Sales and Advertising 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 approached at my door by Rahul S***** (###-###-####) in which he used the opportunity to discuss the latest offerings from Bell. * *** ** *** **** ******* **** ****** *** *** ******** ***** **** ******** *** **** **** *******. With the offers provided I made the switch to Bell (Order # ********) on August 18th. The offers included: 1. prepaid gift card (awaiting delivery) 2. Free ***** +*** +***** 3. monthly price of $105+tax 4. wireless home pod Following delivery and activation of the offers noted above only the first have been delivered. I have been involved with Bell Customer Service over the past 3 months in *** **** *** ** ***** discussions. Additionally, I have the above offers documented in text messages with Rahul, but he has been unresponsive to my follow-up messages and phone call for the last month. In September a phone call with Bell Customer Service resulted in Offer #2 being delivered, but the other 2 remain outstanding. Rahul last responded on October 18th that the changes would be reflective in 2 days, but I have not heard from him since. I have no recourse in this as over the phone with Bell Customer Service I don't have any evidence to share (other text messages and phone calls).
Business Response
Date: 18/11/2024
Dear ***** *******,
Thank you for reaching out to us.
I reviewed your service agreement dated 08/18/2024 for order ******** and the charges are correctly reflected on your most recent bill dated 10/22/2024. I see you are receiving ***** with ***** for free with a promo ending 09/11/2025.
With regards to the prepaid gift card, did you receive the registration email and fill out the form at
************************?
If you did not receive the registration email, please contact this toll free number ###-###-#### and provide your order number and date of purchase.
Sincerely,
Allyson
Customer Answer
Date: 18/11/2024

Complaint: ********

I am rejecting this response because:
Rahul S***** advised of additional credits and full home coverage, which I am currently not receiving. I was receiving this from ******, and he assured me that not only would the additional credits be provided reducing the price to $105+ tax + also a wifi-pod for my home. He last communication (following several follow ups and back and forth's) on October 9th he advised he has escalated this to the regional manager and that he will provide an update the same week.
I received the gift card in the past week, but had to go through several phone calls stuck between he said, he said to get the ***** offering, which was unable to be located.
Sincerely,

***** *******
Business Response
Date: 29/11/2024
Dear ***** *******,
Thank you for responding. I can only verify the service agreement on file and all the rates and plans are correct.
I would recommend reaching out to our customer service loyalty department if you have questions about adding pods or reducing the charges. They are the best positioned to review your rates and services and see if there are any offers available.
Sincerely,
Allyson

Customer Answer
Date: 05/12/2024

Complaint: ********

I am rejecting this response because: this is not was agreed to. What is the phone number for the company loyalty program. ** **** ****** ***** ** **** *** ******* ** ** ** ****** ******** **** * **** **** **** ******** ** *** ****** * ** ********* **** *** ***** **** ******** **** ******* *** ***** **** ********* *** ********* ****** ** ** ***** *** ******** ***********

Sincerely,

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

They can be reached by calling customer service and follow the prompts for cancellation/loyalty/retention.
They can review your services and see what offers are available. As per what we can see, the rates are as described in the service agreement. Therefore they are correct.
Yours truly,
Allyson
Initial Complaint
Date:06/11/2024
Type:Sales and Advertising 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 December of 2023, I was shopping around for a new mobile carrier. When I looked into Bell Canada for a potential service I gave my address (I think it was to look up where I could pick up the phone from) Over the last year I have received mail from them I did not sign up for or consent too. When I contacted the company in regards to this, they requested more personal information in order to remove myself from their mail list. I refused to provide anymore personal information because of how they used my information before ******* ** ******** * ***** ***** **** **** ***** *** ******** ** ******* *** ****** ** ** **** ** *** ******** * ***** *****
Business Response
Date: 07/11/2024
Dear ****** **********,
On behalf of Bell Canada, 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.
If the mail you are receiving is adressed to you specifically, meaning that your name and or address is or are showing on the document, please contact us at ******** in order to have this information added to our internal do not contact list. Obviously, in order to add your address in our exclusion list, you will need to provide at least your address.
If the mail you are receiving is generic, meaning that no name or address is showing, please refer to ****** **** website.

Sincerely,
Jeremie
Bell Canada
Initial Complaint
Date:22/10/2024
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 being billed for services already cancelled. Vendor has advbised of a contract which was never signed/executed.
Business Response
Date: 15/11/2024
****** ******,

It was a pleasure speaking with you.

As per our conversation, I have cancelled the Termination fee for your business line. The final balance for this service is $0. I have also processed a disconnection order for your internet service and adjusted the charges retroactive to August 21st, 2024. The final balance for this account (*********) adds to $146.10.

I am pleased that were able to discuss your concerns and resolve the matter.

Should you have any further questions and/or concerns related to the matter, please contact me.

Sincere regards,

Frederic
Bell Canada
Initial Complaint
Date:10/07/2024
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.
A Bell canada rep approached me in May/24 & offered bell services which I agreed to but subsequently refused. The services were NEVER initiated. I tried to contact bell to inform them of this but there was no mechanism TO RESPOND to the RELENTLESS messages I rec’d from them! ***** ** *** ** *** ********* ** **********. After receiving a BILL ( dated July 01/24)! for non existent services I attempted once again to contact Bell. After finally reaching their agent ** *** *********** yesterday 01/06/24 I understood that the matter was resolved only to have a Bell technician arrive at my door this morning!!!!! Please help me to resolve this. The account # they gave me is *********. THANK YOU.
Business Response
Date: 22/07/2024
******* ******,
As per the notes on your account : "Account already canceled and balance already adjusted to $0"
*******
Initial Complaint
Date:15/04/2024
Type:Sales and Advertising 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 September a door to door sales person came to my house representing Bell Canada. He wanted to sign us up for internet, home phone and tv service. He offered an additional signing incentive to include either a security camera or a video doorbell as a "FREE GIFT". I was interested in the FREE video doorbell. No further discussion during our contract call with a Bell agent on his telephone included anything further information about the video doorbell. One suspicious thing happened during our call - he was supposed to step outside and give us the phone to talk to the agent who asked if he was still present (I was told to say no) but given the weather was bad he stayed inside while we had the conversation. She went through a long review of terms of service which he said he had already reviewed with us. He put the phone on mute and talked overtop of her for a few minutes. She reviewed the billing which came to $122.00 total - there was absolutely zero mention of a separate monthly bill that would be coming from a separate company (Bell Smart Home - apparently these are not the same company) for service fees attached to the "FREE GIFT" in the amount of $16.00 /per month. A few days later a technician contacted me to install the doorbell. When he came to the house (still never mentioned a service fee), he did not install a doorbell but a security camera, which I had no interest in. I have called Bell Smart Home several times to complain and they tell me I can cancel my "contract" by paying out $700 for the equipment I NEVER WANTED in the first place. I have offered to remove and return. I get shuffled from department to department, no one answers my calls or records my dispute or follows up by calling me back. ***** ***** ******* *** ********** *** ********** I will not have my credit rating ruined or endure further ********** by their **** and unhelpful billing department.
Business Response
Date: 06/05/2024
Dear ******* *****,
As this is a Bell Smart Home complaint, I have directed the complaint to Bell Smart Home to address.
Thank you,
Allyson
Initial Complaint
Date:12/03/2024
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 get overcharged every month by Bell. I completed the Bell escalation form on February 5th. The email said I would hear from Bell within 24 hours. Nobody ever contacted me. 1) I get charged a $4.45 extra listing on my home phone every month. Have to spend 2 hours on the phone each month to get them to remove it. They promise it won't show up on future bills but it does. 2) A credit I was promised In January still hasn't been applied. Here is the order number Order # ********. 3) I was promised ***** included for the the length of my 2 year contract but Bell is refusing to honour this.
Business Response
Date: 14/03/2024
Dear ****** *******,
Thank you for reaching out to us. I see that our Executive Office is currently dealing with your issue. Please address any queries directly to the agent handling your case.
Thank you,
Allyson
Customer Answer
Date: 14/03/2024

Complaint: ********

I am rejecting this response because none of my services work correctly. I couldn't watch ****** ** yesterday on my computer yesterday because when I logged in with my account it says I'm NOT subscribed. A family member tried to watch ***** on the tv and it says were NOT subscribed. Our home phone has been essentially unusable since Bell switched the technology on us which forced me to purchase a cell phone. Bell has admitted to issues with wiring with the home phone but won't fix it. I was promised by the Bell sales person at the ********* **** I would NOT need additional equipment when switching to bell. The 1.5GB internet would cover my house because it's not very big. The internet is horrendous in my basement because of poor modem placement by the tech. I need a mesh network.

Sincerely,

****** *******
Business Response
Date: 25/03/2024
Dear ****** *******,
Thank you again for reaching out to us. The Executive Office agent currently dealing with your issue will be able to assist you with any questions or concerns.
If needed, you can also reach out to our technical support team regarding any technical issues.
Thank you,
Allyson
Customer Answer
Date: 05/04/2024

Complaint: ********

I am rejecting this response because Brigitte - ******* from the executive office won't return my phone calls. It's been a month. How long am I supposed to wait for her to get back to me?

Sincerely,

****** *******
Business Response
Date: 11/04/2024
Dear ******** *******,
As this matter has been directed to the ****, they will be the ones dealing with the request.
Thank you,
Allyson
Customer Answer
Date: 19/04/2024

Complaint: ********

I am rejecting this response because **** is no longer dealing with this complaint.

Sincerely,

****** *******
Business Response
Date: 30/04/2024
Dear ****** *******,

Thank you for reaching out to us. as you've chosen to engage the ****, we will no longer respond via BBB.

Thank you,

Allyson
Customer Answer
Date: 09/05/2024

Complaint: ********

I am rejecting this response because you have failed to address my complaint. You **** *** said the escalations team were dealing with the issue when they refuse to return my calls. *** **** **** you said I opened a **** complained. So I guess what I did open a **** complained but that was on May 4th. *** **** ***** **** *** ***** **** *** *** ***** *** *** *** ******** ** *** *** ******** ***

Sincerely,

****** *******
Initial Complaint
Date:20/02/2024
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.
** **** *** **** ******** ********* ******* ** *** ******** ** *** ********* *** ** ***** ** ****** ****** *** *** ***** Recent year and a half the line has been completely cutting out about 5 times per minute and it's very difficult to carry a conversation and not make mistakes in communications. Bell has been called at least 5 times to make repairs. The technicians showed up 3 times last year, and once this Wednesday 7th February. Every call and appointment takes at least 1 hour of our time. The issue is unresolved. There is no plan offered by Bell to repair the land line. They keep trying to up-sell internet service and VOIP to us but we are not interested whatsoever in different products from them nor paying more after this experience. ****** ** ** **** **** ** **** ********* ** ******* *** ******* * ***** ** ** *** ******* **** *** ** ** ****** *** ******* **** **** ******** **** Thank you
Business Response
Date: 26/02/2024

Good afternoon ******* *********,

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.

Your concern was directed to our Bell Executive technical team. They will be in contact with you shortly.
As for any compensation request, we will invite you to contact Bell customer service to address this concern.

Regards,

Charles
Bell Executive Office
Customer Answer
Date: 07/03/2024

Complaint: ********

I am rejecting this response because: the phone line is not repaired and no plan of repair has been presented either.

Sincerely,

******* *********
Business Response
Date: 15/03/2024
Good afternoon ******* *********,

Bell Technical Solutions technician was dispatched to location on February 23, 2024 and work had been completed to address the problem however the technician also explained that your service must be upgraded to Fiber to fix the issues.

Please contact Bell Technical Solutions by calling ******** to schedule an appointment to upgrade to Fiber.

Regards,

Charles
Bell Executive Office
Customer Answer
Date: 23/03/2024

Complaint: ********

I am rejecting this response because: The issue persists as it did before. The issue is not repaired.

Sincerely,

******* *********
Business Response
Date: 28/03/2024
Good afternoon ******* *********,
Our position remains the same, Bell Technical Solutions technician was dispatched to location on February 23, 2024 and work had been completed to address the problem however the technician also explained that your service must be upgraded to Fiber to fix the issues.
Please contact Bell Technical Solutions by calling ******** to schedule an appointment to upgrade to Fiber.

Regards,

Charles
Bell Executive Office
Initial Complaint
Date:08/02/2024
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 would like to file a formal complaint against MyBell-OneBill regarding a concerning incident that transpired in relation to my account. The issue revolves around misleading information provided by the MyBell-OneBill platform, which erroneously indicated that a payment had bounced. On February 2, January 26, and January 25, I made consecutive payments totaling $463.71 each using my American Express card. However, despite the payments being initiated promptly, the MyBell-OneBill system falsely reflected a bounced payment, causing unnecessary confusion and concern. Upon discovering this discrepancy, I took immediate action by making an additional payment to rectify the situation. To ensure the resolution of the matter, I made another payment promptly, even though the initial transactions should have sufficed. I am now reaching out to the Better Business Bureau (BBB) to bring attention to this issue and seek assistance in obtaining a refund for the duplicated payment made under misleading circumstances. I believe that this incident not only reflects a flaw in the MyBell-OneBill system but has also led to an unauthorized deduction from my account. I kindly request the BBB's intervention to investigate this matter thoroughly and facilitate the prompt return of the duplicated payment. * **** ******** ******** ************** ********* *********** ******** ****** *** ******** *** **** ********** Thank you for your attention to this matter, and I trust that the BBB will assist in resolving this issue in a fair and timely manner.
Business Response
Date: 09/02/2024
******** *****
You have 2 options to get your funds back:
1. Go back to your credit card company and request they pull back or reverse the payment (this usually takes 72 hours or so depending on the credit card company)
2. We can send a refund cheque to your billing address on file for the amount in question (this can take 2-3 weeks)
Anthony
Customer Answer
Date: 09/02/2024

Complaint: ********

I am rejecting this response for Option 1 because: How would I request the credit card company to reverse a charge when all the credit card security information was imputed. How does this make any sense? How do you expect a bank to reverse a charge? Explain to me this process as you have this on your refund policy on your site for overpayment. **** ** ******** ******* *** *** ****** ******** ****** ****** **** **** ****.Nothing else is explained. When you simply process a transaction from whichever payment platform, you can reverse the charges on your end. It is very simple. Specially for buyer's remorse purpose seconds after the payment has been processed.

I need a solution for this and I need this now! I cant believe we are still loosing time on this complaint.

Sincerely,

******** *****
Business Response
Date: 16/02/2024
******** *****,
You are asking me how the bank reverses a payment. I cannot comment on banking procedures just Bell Canada's own procedures.
If you want Bell Canada to send the funds as a credit on your account we have to send you a refund cheque that can take 2-3 weeks.
If you want me to do that just let me know and I will start the procedure.
I suggested a faster option through your bank pulling the funds back which they should be able to do and that will be quicker for you.
Ill leave the choice up to you.
Anthony

Customer Answer
Date: 21/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I would like the cheque to be sent back to me to my service address on bell. In addition to this. I would like a record of this to be noted as this are not business best practices when refunding payments. There is a buyers remorse period for this and this was a mistake caused by their online "mybill" platform which stated my payment was bounced.

Which is the main reason why I overpaid my account.

Sincerely,

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

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Bell Canada is NOT a BBB Accredited Business.