ComplaintsforBell Canada

• Initial Complaint

  15/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  19/04/2024

  
  Complaint: ********
  
  I am rejecting this response because **** is no longer dealing with this complaint.
  
  Sincerely,
  
  ****** *******

  Business response

  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 response

  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

  20/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  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 response

  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

  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 response

  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

  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

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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,
  
  ******** *****                                  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A Bell technician pulled a cable crossing over my driveway a few months ago without asking for permission. The cable is hanging on the trees at the moment. I contacted Bell but they refused to remove it. My community does not have any poles on the side of the road or any cables hanging on the trees except mine. ** ** *** **** ***** ****** *** it also prevents delivery trucks from entering my driveway.

  Business response

  04/10/2023

  Dear ******* *****:

  After verification, we note that you sent the same complaint to the Bell Executive Office.

  They are currently handling your request and are working on a resolution. 

  If they have not already done so, someone from their team will be following up with you. 

  Regards, 

   

  ****** **

• Initial Complaint

  19/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was trying to change my personal cell phone plans over to the new corporate plan which will be billed directly to my employer. Because my existing phone numbers were setup on individual consumer accounts, I was requested to call **** directly to grant my permission for **** to transfer the liability of the number over to my employer. I called **** consumer client care team at 1-800-667-0123 and the representative informed me that I cannot call this number from a personal cell line – however I don’t have a any other corporate phone number to call from (that’s exactly the reason I’m trying to call them). **** representative was EXTREMLY ****, *********, and made fun of my accent as English is not my first language (saying things like: how many times do I have to repeat something for you? among other things) what made me very uncomfortable (after I asked, he informed me his name was ***** – ID number *******). When I asked a record of the call, he informed me he cannot provide it. I would like to request a copy of the record.

  Business response

  25/07/2023

  On behalf of **** 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. 
  
  We are unable to provide you with a copy of the call recording. To request a transcript of a call please write to *******@****.ca.
  
  Andrea
  Bell Mobility

  Customer response

  25/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: the issue is more than receiving a copy of the call recording. There is NO action taken by **** that addresses that one of their representative was EXTREMLY ****, ********* and made fun of my accent as English is not my first language (saying things like: how many times do I have to repeat something for you? among other things) what made me very uncomfortable as well (after I asked, he informed me his name was ***** – ID number *******)
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  15/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Calls are blocked going out despite deposit paid. Calls with President office. . Etc. I paid 200 deposit needed. Then after upgrading they wanted 80 more. Days after I open account..I pay it. Still problems. I spoke Josue in office of presudent on Friday.. I told her I don't get paid til next Friday. I need 30 days for my bills. I can make payment everyday. Today my Calls are blocked. This has to end. *******..people need time to pay bills. I'm not paying re hookup charges. Want Phone line fixed now and credit fpr inconvenience. Not even a week. Nightmare. I want 30 days to pay my bill

  Business response

  20/06/2023

  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 no deposit is currently on the account.  Your account has a credit limit.  The credit limit was a condition in order to activate your service.  The credit limit calculates your billed and unbilled usage and charges.  Your credit limit is $200.00.  If your account reaches the $200.00 limit, the account will be suspended until a payment is made to bring you below the $200.00 limit.  Currently your billed/unbilled balance is $132.96.
  
  As a goodwill gesture, I have changed your credit limit to $300.00.  Once you have paid the account for the amount due each month and on time for 6 consecutive months, the credit limit will be removed.
  
   Kind Regards,
  
  Andrea
  Bell Mobility

  Customer response

  04/07/2023

  Since complaint. I have more problems. I spoke to Jacque **********. He told me I paid for several months. I dont owe anything for 2 months. Then yesterday all is cut off. Now saying I'm past my limit. They keep *****. Only a month. Non stop *****. I paid over 300 in 1 month plus deposit of 200.

  
  

  Something wrong.  Please make them stop..Can't deal with this.

  Business response

  05/07/2023

  Thank you for the reply.
  
  I have reviewed your response and am pleased that since you wrote the reply, you haven spoken with the agent.  The account has been restored and the spending limit has been explained.  Your July invoice will be available shortly.
  
  Should you have any questions relating to your bill, please call Client Care at 1-800-667-0123.
  
  Kind regards,
  
  Andrea
  Bell Mobility

  Customer response

  06/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:. Nothing was restored.  A ***. . No service today. Executive Office lied about reversing text charges . Over $530. Told free in usa like all phone companies. I'm not happy. I want credit for all texts charged abd any long distance abd credit for 5 days no service  

  
  Sincerely,
  
  ****** ********

  Business response

  19/07/2023

  Thank you for the reply.
  
  I have reviewed your account and our records indicate the following:
  
   - On July 11th and 12th all overage charges related to text messages and long distance were adjusted. The adjustments will display on your August invoice.
   - At your request, the account was cancelled on July 14, 2023.
  

  As such, we deem the matter resolved.
  
  Kind regards,
  
  Andrea
  Bell Mobility

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Had cancelled a service for business telephone lines after they raised the price without informing us while claiming it was on a contract which we never verbally or in writing committed too. After cancelling the service and have spoken to a rep named Hammam on March22nd 2023, got verbal confirmation that the cancellation would take place in 2 days and there would be no additional charges. At the beginning of this recorded phone call, I was advised we were still under a contract until July2023 and would most likely need to pay the cancellation fees, but at the end of the conversation, Hammam confirmed that upon cancelling the service, there are no outstanding balances or termination fee showing. We proceeded with the cancellation. On March27th, I had called again to confirm that the cancellation was processed and had spoken with a rep named Brian and confirmed that it was indeed cancelled. Its now May30th and we receive a bill in the mail, I called Bell and was informed by a rep (whose name I didn't get) that the service was not cancelled, the call was transferred to a rep named Andrea and she was able to backdate the cancellation as the notes were there but then informed me that there will be a termination fee which was not what I was advised by the previous rep. I informed Andrea to go back and check the recording because I had asked specifically about the termination fee and was told there are no further charges or fee to be paid. Andrea failed to answer why the rep told me there wouldn't fee any fees or comment on the recorded call and said we would need to pay regardless.

  Business response

  14/06/2023

  Dear ***** *****,

  We have reviewed your complaint in regards to the billing of your Bell Canada Business account.

  With the information retrieved in our systems, Bell reverses the termination fees billed to your account. A refund cheque in the amount of $863.95 will be sent within the next 6 to 8 weeks.

  We hope that the above satisfies your expectations. 

  Sincerely

  Jeremie

  Customer Relations Centre

  Customer response

  14/06/2023

  
  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. We will await the refund cheque and hopefully don't need to contact you again. 

  Thank you so much for all your assistance. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  16/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While my most recent issue has been resolved for the most part, I will use it as ONE example in a sea of examples of poor support/follow through with Bell. Back in April, due to the outage, we were given 50 GB of data for free. I asked over and over and over if I can be sure that we won't be charged for this. I even was so paranoid and untrusting of bell that I had called into your centre over the outage to ensure we didn't go over the 50GB. Fast forward to yesterday, I get a call from your collections department. My bill was extremely high and they wanted a payment or an arrangement. I looked at my bill and saw that Bell charged me for the 50 GB, and furthermore, put them on my account as a monthly feature I would be charged for, every month, moving forward.As a result, there was a charge of 545.00 + and 116.67 - a full month and a partial month. After much calling in and arguing, Bell credited the 116.67 from my bill immediately, but told me (** **** ***** **** **** **** ***** **) that i would see the 545.00+ credited on my next months bill. I asked them if i'd get a collection call, and was told no. I would not. I then asked for all of this in writing as I truly cannot trust bell anymore. They say one thing and don't follow through so often, that I have to have something to back me up when I inevitably will have to call in to fight about yet again. I called and called and called and finally was able to get this all in writing. And moments after ending this call, guess what? I get another call from your collections department to collect on a bill balance that BELL CAUSED. I am beginning to feel these aren't mistakes. It is feeling deliberate at this point. If I am wrong, explain at least, how this most recent issue happened in the first place?

  Business response

  18/05/2023

  Good day ******** ********* : 
  
  Further to your BBB complaint, I would like to confirm the following:
  

  An ajustement has been completed and will be reflected on your account within 48 hours. 

  Regards,

  Rachel M. 

• Initial Complaint

  15/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 11th, I contacted Bell about billing issues and being charged for something I was not using. The call centre could not help and said someone would call me. I received 1 phone call when unable to answer and nothing else beyond an email, which I responded to and received nothing back. I called again on May 6th. I got another email on May 9th saying someone tried to call me, but again no phone calls. I finally connected today - and was told they had tried to call me for days, even on Friday. (Note I only made call on Saturday, so I knew she was not being honest.) Now, they will only let me dispute charges up to 3 months, even though I called 2 months ago and they couldn't help me. The service is horrific - and even beyond that, telling customers you are calling them and not is beyond reproach.

  Business response

  29/05/2023

  Dear BBB,

  
  Further to the Case # *********, I would like to inform you that Ms. ***** has also wrote to the CCTS (ID #******* ).
  
  This case is closed and the resolution will be forwarded to the CCTS.  
  

  Best regards,
  

  Marc L.
  Bell Canada

*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. ↩