Complaints

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:15/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Starting using land phone for my elevator Feb 2021 never told me there is a contract, until recently I checked my email and found bell said 3 years term. I called bell in end of 2023 to question about the price increase, I was told that if I signed another contract then they will give me $35 each month. My current monthly bill over over $50. I said no I want to stay monthly because I want to sell my building. I called Bell in June 1, 2024 to cancel my phone because building sold. Since then I never received any bill and suddenly in Oct 2024 I get phone calls from Collection agnecy said, I owd over $600, I am shocked and checked with Bell, I was told all bills mailed to physical address not my mailing address anymore without my approval. Because building sold I have no way to get this bills. and also I was told they auto renew another 3 years without my approval. * **** **** ** ***** *** **** *** *** ** ***** ********* ******* ******* 

• Initial Complaint

  Date:17/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a business an had to close because unseen circumstances my contract was automatically renewed in November 2022, when I contacted Bell about my closing they informed me to contact them after my last bill, did this but they want a 500.00 dollar termination fee. I do not have the money to pay this fee. All through the time I was closed because of the pandemic I paid there service fees an were not using the service, other businesses during this time were giving me discounted fees because of the pandemic not Bell. Do have any recourse with Bell I can pay an extra month of my contract but 500.00 is not feasible for me.

  Business Response

  Date: 17/01/2023

  Dear *** ******,

  We have reviewed your complaint in regards to the billing of your Bell Business Internet service.

  Following our investigation, we agree in reversing the Early Termination Fee billed to your account.

  A credit equivalent to the Termination Fee billed on the January invoice will be applied on your February invoice.

   

  Sincerely,

  Jeremie

  Bell Executive Office

  Customer Answer

  Date: 29/05/2023

  i am trying to resolve a termination charge for my Bell business phone, I have had to close the business at the end of Dec an didn't realize that there was a termination charge, I have submitted a case for the termination charge on the internet part and it was resolved by Jeremie, Bell Executive Office, I have contacted customer service about the termination fee being resolve by Jeremie but they said they cannot do anything about the phone termination fee. I cannot afford to pay this fee on the phone side. can anything be done for me. *** ******

  Business Response

  Date: 31/05/2023

  Dear *** ******,

  We have reviewed your additional complaint that concerns your business phone account.

  Following the information retrieved in our systems, Bell accepts to credit the Early Termination Fee. A refund cheque will be mailed within the next 6 to 8 weeks.

  We hope that the above meets your expectations.

   

  Sincerely

  Jeremie

  Bell Executive Office

  Customer Answer

  Date: 31/05/2023

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

• Initial Complaint

  Date:10/01/2023

  Type:Order 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 a small business client of Bell Canada. My account number for the small business landline is *** *** **** *****. I have been overcharged on bills since Feb 2022, and multiple Bell representatives admitted the mistake and corrected it in their system. However, it never got fixed on the bill. Furthermore, I surprisingly found on September 2nd, 2022 that the phone line was suspended. And it is still suspended. Please see following details. When my last 3-year contracts for phone and Internet with Bell ended on January 21th, 2022, I switched Internet to another service provider due to the restricted Internet speed from Bell for my location. The Bell Loyalty Representative reached out to me, offering me another 3-year contract for the phone, same price ($35.37 plus tax) for the same features as before. I accepted this offer (order number *************). But the statement on Feb 22nd showed a wrong charge as $93.85 plus tax. I called Bell and the Loyalty Representative confirmed it was a mistake, and the representative made the correction in the system (Reference number ************ on March 2, 2022). Afterwards I continuously received overcharged monthly bills. Each time I reached out to Bell, the Bell Loyalty Representative looked into my account and made correction to the overcharges. However, it never got fixed on the bill. As advised by Bell representatives, I continuously paid $35.37 plus tax for each month for service received from January to September, as agreed from the very beginning. However, when surprisingly found that the phone line was suspended on September 2nd* * *** ******** **** I did not call Bell after September 2nd as it’s hard to believe that more calls from me to Bell would solve the problem. * ***** *** ****** **** *** ** *** ******* Today, I am writing the above with the hope that you will help to have the overcharges completely corrected by Bell and have the phone line restored by Bell.

  Business Response

  Date: 19/01/2023

  Dear **** ****,

  As per our records, this situation has been already resolved to your satisfaction following a complaint submitted through another way.

   

  Sincerely,

  *******

  Bell Executive Office

   

• Initial Complaint

  Date:14/11/2022

  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.

  On November 2, 2022, I received a call from the Bell Collection department and the person told me that there is an outstanding balance of $342.75 for the business internet at the address **** ***** *** ****** *********** **. I told him that our business has been moved from this location since September 2021 and we are using Bell internet at our current location **** ********* ***** **** *** *********** **. I asked to check what going on in their system and got an answer that he will check it. The next day November 3, 2022 our internet was disconnected. I called the Bell collection department to check why and was transferred to **** ********* * ******** **** customer service. In my conversation with her, I was very clear, I tried to understand how come we have an amount owned at the location that we are not there since last year, and all the bills from Bell we are getting to our current location. For all my questions I got the answer "I’m not sure “. She told me that in their system they have our previous address and it never was changed in their system, and we never paid for the internet since July 2022 till the present. I asked how come the bills were paid before July 2022 and after that, the bills went to our old location, she told me that they never sent us bills. I asked her to transfer me to her managers so maybe they will explain to me what happened, but she told me that everybody is busy and she can't do it. After a long conversation, she transferred me to ****** case manager ********* I asked her why nobody contact me, why the bills went to our previous location, and now because of their negligence, I have to pay a big amount at one time. She answered that she is not sure and I have to pay the amount right away if I would like to get our internet connection back to the office. Then for this Bell mistake, they charged me in full for the period from July 2022 without any ************ explanation or opportunity to reduce the payment. account# *********

  Business Response

  Date: 18/11/2022

  Dear Lusia Malik,

  We have reviewed your complaint in regards to the billing of your Bell Business Internet account and we wish to share our findings.

  The information available in our systems indicate that a payment of $879 was applied to the account in October 2021. This created a balance in credit from which the monthly charges for the internet service were paid from. The credit ended with the July invoice monthly charges. The suspension for non-payment of the services took place after attempts to reach you by phone and by mail.

  As for the billing address, following the move of your services, the address on the phone account invoice was updated but not on your internet service account. Hence, since October 2021, you were receiving only one invoice instead of two like you used to prior to the move. This address has been updated last November 3. There is no clear explanation on the reason why the billing address was not updated.

  We apologize for the inconveniences this situation may have caused. We suggest to register your accounts on an online profile facilitating access to your services details and invoices. 

   

  Sincerely

  *******

  Bell Executive Office

• Initial Complaint

  Date:21/06/2022

  Type:Order 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.

  We recently called Bell to terminate our business account because we leased our office to a tenant about a year ago. We called Bell about a year ago too about cancellation but they informed us that we have to wait until the contract is terminated. When we called Bell they indicated that they will charge our business $500 per service as they extended our contract another 3 years. We have two services with Bell : Phone and Internet. Our initial contract was started in August of 2019 and was fixed for 3 years. We request our service is cancelled without any penalty due to followings: - The terms of contract is not clear - We called Bell about this cancellation about a year ago. - We were not notified about extending with new terms. ****************************************************************************************************************************************************** Regards, ************

  Business Response

  Date: 03/08/2022

  Business Response /* (1000, 5, 2022/06/21) */ 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 resolve your concern. On February 22nd 2022, we sent an email advising about the renewal of your 3-year commitment to your email address. This email was opened on April 22nd 2022. Therefore, you were duly notified of the auto-renewal as per Bell Terms of services. Kind Regards, Frederic Bell Canada Consumer Response /* (3000, 7, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the email from Bell; please see below responses so we understand the situation better in order to make our further decision: - We have noted 3 points on our previous message however only one of them was answered. - Moreover; we have further question on that answer. The response indicates that On February 22nd 2022, Bell sent an email advising about the renewal of our 3-year commitment to our email address. This email was opened on April 22nd 2022. Therefore, were were duly notified of the auto-renewal as per Bell Terms of services. Please advise what section of the contract refers that communication can be done by email? - In response to above please kindly guide us by referring to subsection "Notices" of our agreement and also kindly refer to "privacy policy as the method has caused other concerns for us too. Business Response /* (4000, 9, 2022/06/28) */ 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 resolve your concern. ******************************** the original order for your services outlining that the services are provided according to Bell Business Terms of Service. Under Important Information, section Term, it clearly states that "if your services are under a term other than monthly, it will automatically renew for the same period unless you notify Bell at least 30 days in advance. You will be notified in writing on your invoice or otherwise." ************************* the Bell Business Terms or Service effective at the time when you started your agreement. Please refer specifically to sections 2, 3 and 16 regarding the contract period for Bell Services and the renewal of this period. Finally,******************************** the February 13 2022 invoice (page 5 of 6) for your Business line ************ with a notification that your 3-year term is about to be renewed as of April 2022. Kind Regards, Frederic Bell Canada