What a horror story...If I had those problems,
I'd probably be a raving maniac in the nut house somewhere. I went
on the web to see if I could find an explanation as to why Bell Mobility
was not receiving my payments and came across your page. I pay my
bill every month on the internet. These payments are taken out of
my account two days later but, I keep getting a non-payment notice
on the next billing. According to them, I owe for three months. I
hope this will be straightened out shortly. I know, from past experience,
that I'll get the same runaround as you. Let us know what happens.
Hang in there girl.
Lisa, you have my permission to post my comments
on your website. I e-mailed my bank to to find out what the problem
was with Bell. I received a message suggesting I call Bell to see
if they changed their account number. If I didn't get any satisfaction,
to inform the bank and they would investigate. So far, I have not
taken any action either way. My new billing will arrive soon and if
the problem has still not been corrected, I will pounce. .
There were a couple of columns written in The Star that you might
find interesting. Go to www.thestar.com/Star columnists/scroll down
to the business section and click on Roseman, Ellen/Columns 4 and
9.
Good luck Lisa. Glad to see you're holding your composure.
Roy in Ontario
Having much the same problems here.
I'm not paying another nickle ever.....they have not honoured our
signed contract from the begining.Wonder what the legal ramifications
are.....hmmmm
BELL REALLY DOES SUCK !!
I'm not wasting any more time on the phone with them.You
can post my email on your site.........i'd love to see other peoples
comments also.
Regards
Good Luck
Rick from pitt meadows
UPdate
We are switching to FIDO.......bell keeps sending us wrong bills,with
wrong amounts.I've given up......i will see them in court !!!
regards
Rick
And I thought I had it bad. Guess I did the right
thing, getting rid of that
Bell Mob account years ago...
Viktor
Dear Lisa,
I came across your webpage tonight and read it with astonishment,
since my experience is very similar to your own. I had the unhappiness
and poor judgement to become a Bell Mobility customer near the end
of May, 2004. Since that time I have received in the mail at least
a dozen invoices, to two different accounts in my name, none of which
have in any way reflected what plans and services I signed up for
in my contract.
I have spent hours on the telephone and in the stores trying to get
this issue resolved, have suffered a great expense of spirit and wasted
time all to accomplish nothing, since the flood of inaccurate bills
continues to come in the post even after my latest block of time spent
in a Bell Store in pursuit of the truth. I have no further confidence
in their ability to generate an invoice that is correct for my account,
and quite frankly I dread getting mail from them, since I know that
it will only initiate a cycle of wasted time and confusion.
Like yourself, I have considered trying to contact various organizations
and regulatory bodies, and see with no small measure of disappointment
the result of your efforts with the CRTC. The only solution I can
come up with is this:
Bell Mobility has wasted a great deal of my time and attempted to
bill me for services not rendered. Their organization is designed
in such a way as to frustrate the customer's efforts to contact them
and resolve problems. Therefore, it is neccesary to establish personal
contacts within the organization and compel them in person and by
sheer moral force to go through their own internal communications
system to deal with the problem, while you wait in the store.
This can be best accomplished by dealing with one or two persons only,
and gaining their sympathy by separating them from Bell psychologically,
appealing in a general discussion of your particular problems to the
low pay they must get, and the general hassle they must face dealing
with so many unhappy customers. Once this bond has been created, showing
up in person ten or fifteen minutes before the end of your contact
person's shift is a highly effective motivating factor. They cannot
refuse you, and in this way Bell can be made to deal with it's own
problems internally, which in turn has the delightful result that
not only is the problem solved, but you have a great show, watching
your contact person work for you and facing all the frustration and
sheer nonsense you would otherwise face alone. This approach also
has the satisfaction of costing Bell more money in time and resources,
since you are now taking up two or more employees' time. They have
internal telephone numbers which can save you lots of time. Taking
notes, with names, employee numbers and any other relevant information
is also an excellent means of applying pressure and protecting yourself.
It's not hard to sympathize with what Bell employees must be going
through, and by focussing on this and turning Bell's own forces against
them ultimately will weaken their organization by encouraging low
morale and higher staff turnover. My contact person has admitted to
me that it's unlikely he will still be in the store 'past january'.
Word of mouth is another way to deal with the situation. I only wish
I had listened more closely to the words of a young woman in the store
the day I bought my phone from Bell - 'I have just had nothing but
problems with Bell,' she said resignedly, as she stood at the counter,
helpless and at their mercy. If only I had seen that picture more
clearly I might have been spared this experience. I make it something
of a mission to communicate to my family, friends, clients, acquaintances
and anyone else I can find some sense of the hopelessness of doing
business with Bell, and in this way to cost Bell future customers
and spare others from having to go through this nightmare.
I have also contacted the Better Business Bureau, and await their
answer to my questions as to what my options are in this situation.
Hopefully they may be able to suggest some other course of action.
My sympathies with your situation, and thank you for putting it on
the web, where others can become informed of Bell's less than stellar
business practices. Keep spreading the word!
Sincerely,
Ian Smith
In August I cancelled my phone as I am no longer
employed and I am still being billed for my cell phone now for November.
I just received the November bill.
I telephoned the service and billing department and after listening
to the President of Bell Mobility give a long speech try to reach
a LIVE person and everytime the phone rings and rings (after being
promised that a service representative will help me) the phone is
disconnected.
Very furious.
I too have had a great deal of problems with Bell
mobility.
There are just too many to list and I cannot waste
anymore time with them. I stopped paying them.
1) It took me almost three months and thirty or so
calls to remove one of the three phones on my account.
2) Whenever I’d change my plan, they would add
the wrong features.
3) Bill would arrive every 3 months, sometimes two
bill on the same day. Different figures??
4) Nobody at Bell would give me the same information.
Supervisors are full of it!
5) Bell cut off my service while I was in a mobility
store trying to get a replacement phone for the new one I bought with
an extended warranty that I sent back three times for repair. I’ve
spend probably 20 hours of my own time trying to get my phone repaired
with Bell.
6) When I now call the 1 888 667 0123 number no operators
pick up.! More problems I go to the website and it does not work?????
The list goes on and on and I hate to say it but
I don’t even know who to contact to file a complaint. That probably
won’t happen because they would screw that up as well (lose it
or something)
It really is ridiculous and I am so ticked off I
told the guy on the phone that Bell has not lived up to their end
of the contract so I want out! They now continue to send me bill even
though I have no service.
What do I do!
Any help would be appreciated.
Tim
I bought a new phone 2 years ago only to discover
that the phone was used (I
bought a Motorola V60 when they were $700.00) I gave up with their
customer
service and went straight to the top. Give it a try.
mneuman@mobility.com <mneuman@mobility.com>
- Michael Newman -
President of Bell Mobility - I never did talk to him but it did ensure
a
very quick phone call back within hours and a full credit by one of
his
"Executive team"
D. Maynard, Ontario
The president of Bell mobility should be fired. I
know I am firing their ass at the end of our contract term. This company
is a joke.
DGK in Calgary
ps: I hope their widely held bonds don't default because no one is
paying their bills
Horror story after horry story-July bills in October,
credits, add ons etc. etc. I have waited endless hours and I mean
hours to speak to someone who knows what the hell they are doing-I
am glad however that I switched banks at this same time and cancelled
my pre-authorized payments plans because I have read too many horror
stories about them taking out all payments owed and leaving people
without money in the bank etc. Read Ellen Roseman's columns in the
last month in the Toronto Star re: this horror story
Trina Costantini-Powell
Yesterday, I received a bill for $400 from Bell Mobility.
I should not have received a bill at all. They charged me for prematurely
cancelling a 2 year contract which had in fact expired in July of
this year – 3 months ago. I had to waste 15 minutes of my valuable
time during lunch in dealing with this issue. I was advised that they
had switched to a new billing system and that my problem was a little
bump in that process. Needless to say I was a wee bit angry with this
situation and demanded to speak to a supervisor, from whom I asked
to speak to her manager. I told this supervisor that I would be next
available to discuss this item at 4:30 pm EST and that I expected
her Manager, Darron, to call me then. I did not receive a call.
I knew that I could not be the only one having a
problem, cancelling my cell-phone service after the contract expired,
was a common activity that many of Bell Mobility’s customers
would have done. I feel that Bell Mobility has not followed appropriate
diligence in switching to a new billing system. I think that they
have made a conscious business decision to let their customers resolve
their system problems instead of investing in resolving the problems
before the system was placed into production. There actions are beyond
gross negligence.
I want there to be a consequence to their negligence.
I want them to spend whatever amounts of money it takes to correct
their billing systems such that other people do not experience the
shock and stress of receiving an outrageously large and unexpected
bill. I pursue this with the executive of Bell Mobility to ensure
that this happens.
Will you please provide me with whatever contact
information for these people.
Thank you,
Mark Weaver
Hi Lisa
I've recently looked at my bell bill on line and owe around $500.00
dollars, where as I thought I'd been overpaying Bell Mobility for
the last 4 months. I've tried a couple times to get through to them,
with no success. Please wish me luck when I get through because I
think I'm in for a real ride too.
I feel for you and your frustration, as I know I would be doing the
same as you.
Just a fellow unsatified Bell Customer
Suzanne
Hi
Would you know how we could join the class action
suit.
We have major problems.
They claim we did not pay etc etc.
We actually did. We have the cashed in cheques to
prove it.
the whole thing is a nightmare.
Thank you for your time.
best
Daniel
Thanks for the quick response
Actually today it was announced on TV there will
be a class action suit
in Quebec.
Now I just have the info as to where I have to go
to join
Best regards
Daniel
Hi Lisa..... I completely agree with you about Bell
Mobility. Being a Bell customer for nearly 30 years..sympatico, home
line and cellular.. I too had the most unsatisfying pleasure of having
Bell go from the best to the worse in the past too years. I too had
to contact the "Executive Office" after many hours of trying
to get my account corrected. It was corrected and I figured I would
stay with them.... after all they promised not to screw up again....
Until this year when they changed their billing system.
Anyhow below is the correspondence of my frustrating experience. I
cannot wait till my contract is up when at that time I will get rid
of my land line, internet connection and cellular provider. I CANNOT
WAIT!!!
Regards
Kymm
Unhappy and disillusioned.
To Michael Newman
President Mobility Canada
Cameron McCuaig
VP Customer Care
Daniel Trottier
Director of Customer Service
I have addressed this email to all of you because you need to improve
your customer service department, your warehouse and your methods
of handling customer inquiries. Your frontline customer service reps
need more information and power to resolve issues. Your supervisors
need to follow through with their promises. Your Executive department
needs to be more pro-active and involved. Enough said.
Below you will find a documented account of my dealing with Bell Mobility.
Sad but true, the bottom line is you guys suck!!!! As terrible as
that is, I feel that you need to know how bad your customer care is
and how frustrating my experience with them has been. Up until this
experience, I have always promoted Bell with nothing but positive
comments. Today I cannot say that this will continue.
Please note that from the first day of this email, several attempts
have been made to resolve my issue. Several days and weeks have passed
in-between edits of this email and yet three months later I have no
satisfaction. Do with it what you will but do something so that no
one else need go through this painful experience.
Best regards....(see below)
Sept.4th, 2003
I have actually put off this email several days as I do not want to
have my anger supersede my intentions, however I do want acknowledgment
and action. I have to admit that I am writing the email to you out
of complete disappointment, anger and frustration.
Disappointment that a conglomerate such as Bell seems to lack the
savvy to completely help a customer. Disappointment that as a small
user of your equipment, home phone, internet access and cellular access,
Bell has never once contacted me as a whole customer and not just
a partial customer of various individual services. Disappointment
that Bell expects the customer to solve the issues they may have with
little or no co-operation from you, the conglomerate. Disappointment
that "customer service's" best answer to all situations
is "I cannot follow up with that" due to one thing or another.
Disappointment that as YOUR customer, no one has been helpful at resolving
any issue I have had within the last two months. Disappointment that
as a "good" customer I have been made to feel like a criminal.
Unwarranted and SHAME ON YOU!!!!!
Anger that Bell expects the worst from people. Everyone is different,
an individual and should be treated as such. Not treated as though
they are the ones at fault. That they are the ones who made the mistake.
That they are ALL liars and thieves. I agree that some people do take
advantage of the system and expect to get something for nothing. I
do agree that some customers will lie and cheat and steal in order
to get something for free. However, when one acts with integrity and
confidence, albeit frustration, that they have "followed the
rules" they should not be treated "as the bad guy".
I am angry that I have had to resolve, that once my current two year
contract with you is up, I will be changing all services, (home, internet
and cell) I now receive from Bell to another carrier. This is a huge
inconvenience for me and quite frankly is inexcusable. I will no longer
be telling people " oh go with Bell. Not only do they have the
best air coverage, their customer service is great". NO MORE
Frustration because after more than twenty years as a Bell customer
in one form or another, I have never had such terrible customer service
as I have had in the past three months. Not only with the warehouse,
but the billing department and with customer service as well.
You see it all started when Claude Rousseau sent me a letter that
indicated you would be arbitrarily changing my Mobility billing date
to the 12th of the month. This was decided, so the letter says, to
accommodate Bell's billing system. Since this was the first change
from you I thought "well this is inconvenient, but I will see
if I can make it work in my billing calendar". Next thing I noticed
was that you were, once again arbitrarily, going to change my calling
plan. This you decided to do without calling me to see if it was OK.
You just decided that based upon my usage, the plan THAT YOU WERE
CHOOSING was best suited for me. HOW INSULTING. You where not even
going to give me an option, but wrote that if I had questions I SHOULD
CALL YOU!.
Well, at that time you had a plan that I was really interested in
and I did call. I asked the customer service person to change the
plan to one that was better than the one you suggested and they said
sure no problem. Did I open a can of frustrating worms. They came
back on the line to inform me that if I wanted the plan I would need
to upgrade my phone. So I asked how much would that cost? After going
through some phones with me I decided that I just wanted the plan
and would later upgrade the phone. I was then informed that I could
not go on the plan as it was a digital plan, and my phone was analog.
I said OK give me the same plan for analog. Needless to say I was
told there was no equal plan for analog. I told them that was ridiculous
and one more way for the conglomeration to get more money out of me.
I told them that I was happy with my current phone and would need
to think about the upgrade. A month or so later, I tried again. Thinking
and hoping that I could keep my phone and upgrade the plan. Hoping
that Bell now offered analog users a similar plan as the digital plan
I wanted. Once again I met frustration head on. Not only did you not
offer the plan I wanted, but you still offered nothing comparable.
After 30 minutes on hold I gave up.
Then came July. I had decided that I would take the plunge, get a
new phone (because you were forcing me to) and get the plan I wanted.
Well what a mistake that was. Not only was the wrong phone delivered,
but the person helping me through this was acting as if they were
doing me the favour. That I was in the wrong for asking so many questions
about choosing a phone. That I was wasting their time. Needless to
say she did not get my order correct and sent me the wrong phone.
Once received I called indicating that the wrong phone was sent to
me and that I needed to have this corrected. Again they made me feel
I was the one who made the mistake, that I was inconveniencing them,
and that I was causing them a hassle. I asked them how to return the
phone and they said put it in the priority post bag that was shipped
with the phone. I told them there was no bag and once again their
response made me feel that I was lying to them. I told her there was
no bag and she said that's impossible as we send return bags with
all phone and it had to be there. I then suggested that when she sends
the new phone, that they could send the return bag with it and I would
give it to the Priority Post guy when he brought the new phone. She
then said she would do that and once the incorrect phone was received,
there would be a credit to my account for the phone.
Well two months later and all phone calls, initiated BY ME, my account
has not been marked as received and therefore NOT credited. Needless
to say, the first month I though OK Bell gets allot of mail and eventually
my account will be credited. The customer service agent sent an email
to the warehouse, (because no one was answering the phone down there)
and noted in my file that the warehouse needs to look for the phone
and then the account can be credited. She assured me that this would
be completed ASAP and my account would be in good standing. In the
meantime, she figured out how much I should pay that month, put a
note in the file not to charge interest, GST or PST or a late charge
on the account for the phone and assured me that "this will be
taken care of". With relief I hung up the phone, paid my bill
and went about my business as usual. Next month comes along and once
again my bill indicated that I owe more than I really do. So again
I CALLED customer service to have this corrected and once again NO
ONE was able to properly resolve the issue. No suggestions were made
as to how the issue could be resolved and I was made to feel like
"THE BAD GUY". Once again I am left to resolve the issue
for myself. Once again the conglomerate is allowing the little guy
to feel any way except good about the situation. SHAME ON YOU ALL.
It really is not customer services fault that Bell's system does not
provide them with the proper access or tools to completely help a
customer. The only thing customer service has is their wits and some
of them don't even have enough of that. Their hands are tied. They
put you on hold and talk to their supervisor, only to come back and
say "unfortunately there is nothing that can be done at this
time" for one reason or another.
My question is Why did it take several phone calls from the customer
to even acknowledge that the phone was never returned. Sure it's easier
for Bell to charge the customer for the phone, but is it always the
right thing to do? Your customer service agents cannot even call their
customers back when they want to follow up with them. Your system
did not flag the account as "phone not received, call the customer
to find out why". It is illegal to charge someone for something
they did not receive or no longer have.
SHAME ON BELL for causing such frustration, irritation and anger in
a customer who up to now, was completely fine with everything Bell
has to offer. SHAME ON BELL for not taking the initiative, especially
after the customer has called you, to follow up with said customer
at your expense, and time. I know you have great number of customers
to deal with, but you really need to get your act together. You really
need to stop thinking conglomerate size and re-think customer size.
You really need to give your customer service agents better and more
instantaneous access to all aspects of Bell that can help a customer
with issues.
For me, lessons learned. Go the extra and make sure that a company
does not take advantage of you, the customer. Even if you are one
in several million. Keep all records of conversations, including names,
departments, dates and times of every dealing with them. Ask what
is in your file and make sure the proper notes are in the file so
follow up can happen. And most importantly, when not satisfied, ensure
that the company knows why. So far I have taken time out of my life
to make several phone calls, spending hours on the phone and getting
disconnected several times. Been made to feel like I HAVE DONE SOMETHING
WRONG when in fact, your systems are incapable of providing true customer
satisfaction. And spent time from my day(s) writing this email. Due
to contractual obligations, and integrity on my part, I cannot even
cancel my account without some kind of penalty. You got us coming
and going and guess what, this will never happen to me again. Why?
Because I will be going somewhere else next time and ensuring that
all friends and family know about this situation so they too will
not deal with you either.
September 25th:
Although I have resolved this situation myself, I am thoroughly disappointed
that Bell did not do anything about my account until I brought it
to your attention. Who knows if my next bill will reflect the promise
Bell has made? This whole issue has left a terrible taste in my mouth
and I cannot wait to get out of my cellular package with you. Unfortunately
for me I must complete my two year contract so as not to incur further
expense with Bell. I gotta hand it to you, you are truly the conglomerate
you lend yourselves to be and it is disgusting how you treat your
customers.
BTW, the said telephone was in your warehouse all the time. SHAME
ON BELL to make me feel like a thief and a liar.
October 4th:
Well I have received my bill for this month and not only has the telephone
credit NOT BEEN APPLIED to my account as promised, you are now charging
me a late fee. One that was promised would not be charged on my account.
I do not understand how you can promise things and then not follow
through. In fact, I was assured that the telephone was found in your
warehouse and the credit was applied. Well to my surprise and thorough
disappointment the charge is still on my bill.
I ASK YOU: WHAT DOES IT TAKE TO HAVE THIS SITUATION CORRECTED???????
I have called customer service, and once again I AM THE ONE WHO IS
RESOLVING THIS SITUATION. I ask you, does this seem right??? Does
this seem fair????? Do you always let your customers jump through
hoops FOR YOU, when you should be jumping through hoops for me. Is
you customer service department do disconnected that your customers
are forced to solve their issues themselves????
I will tell you that this is the last month I will put up with this
shoddy customer service. If this charge has not been corrected I will
be obligated to take this matter to the next level.
FIX MY ISSUE NOW!!!!!
Hey Lisa - I feel your pain. Telecom companies gouge
their customers beyond belief. Hang in there, they will get it right
at one point. If I were you, I'd go thru my agreement and comb for
legal deficiencies, pay off what you owe and get the hell away from
them. They step on consumers and try and hide their faults. Take it
to the media.
Wishing you luck
Matt
Hi Lisa,
Check this complaint out. I purchased two cell phones on a rebate
plan in January 2004. Things were OK but not great. But when my daughter
began to travel with her boyfriend to the U.S. I have to admit I was
expecting somewhat substantial charges since we kept in touch daily.
Her boyfriend also used the cell to contact the trucking company he
was employed with in Canada. It's not the long distance I was upset
with though. It was the ROAMING CHARGES. Check this out. For the period
ending July 17th. ROAMER USAGE: 234.63 / ROAMER LONG DISTANCE: $155.25.
For the period ending August 17th ROAMER USAGE: 876.15 / ROAMER LONG
DISTANCE $390.00 / And...would you believe that my total cell phone
bill for the two months combined, with all charges was $2,472.21!
I was extremely upset. I had to actually take out a bank loan to pay
my bill. I promptly cancelled my plan but was told that I would incur
penalty charges of $7.50 per cell phone per month (Total $180.00 per
year) for both telephones. Needless to say, I have cancelled my ExpressVu,
my cell service, am in the process of cancelling my Internet services
and if I could cancel my freaking land line I would do that too!!!!!!!
I HATE BELL ;-(
Bring on the class action suit dammit!!! And, customer service? What
a bunch of nitwits!!!!
Lauraine
Hi ,
I am also a victim of Bell Mobility . Yes , after ripping me off consistently
for over $1000 for fictional calls that were never made , Bell Mobility
says they are willing to come up with a compensation package of $75
. 00 , but I will be charged an additional $200 if I break the contract
I had with them . Their generosity overwhelms me . Didn't they break
the contract first ? Who would want to stay with a company like that
?
This whole thing is truly a disaster . I wish all of Bell's victims
could get together and start a class action suit against them . The
problem is that the victims don't know one another . Bell's directors
are nothing but a pack of thugs .
Ray Fulford
Hi there… I can really sympathize with you,
I have had similar trouble with Bell Mobility in the past. I too run
my own business and really cannot just QUIT! They have lost payments
made through their stores, that apparently they were not to accept
anyways, (anything to sell a new phone). I was there with a phone
issue, was told my phone was worthless, (I update every year), and
that I really should invest in another. DUH!! I did it !! Months after,
because THEY lost my payment, I was disconnected for about 2 weeks
till they finally agreed to reconnect ONLY after I paid my account.
(yes the first CHECK did clear my account as well.) Anyways…
to make along story short.. They eventually fixed my bill, and yes
I do still have that phone(NOT any good either), but when my contract
is up, so am I. I’ll deal with the expense to get peace of mind!
It is there loss, I already hooked my wife’s
phone to Telus… Man, night
and day companies! My wife receives free coupons in the mail every
couple of months for Burger King or what have you and Her birthday
is all free every year, including long distance calls! They call periodically
to check on the service as well.
If there were ever another phone company for the
land line, I’d switch to them as well.
Well, Good Luck and thanks, This website is what
we need to voice our opinions of bell’s service and call centers
especially. What ever happened to customer loyalty? If I treated my
customers this way, I’d be Bankrupt!!
Larry LaFonte
hey pal im with u on this my wife and i got a phone
call a couple of months ago in re. to free phones free air time for
6 months on one phone and 3 months on the other and both phones for
54/month so of course we agreed (she didnt sayanything about a contract)so
now that im not on the road any more we no longer need the second
phone we are trying to down grade our package and they spring this
300 dollar disconection fee on us why we ask because of this suposed
contract that i didnt sign or agree to,let alone no about it. we keep
being told about this service agreement that we where supose to have
recieved but didnt, that appearently outlined all of this. ive been
trying toexplain to them that if there was a contract tyied to this
we would not have signed up with them especially a three year contract.oh
well they say it is a verbal agreement. sorry babes but u are the
mistaken ones because like i said if it invovled a contract we didnt
want it and if we had been informed of it by the sales lady who phoned
us that night we would have said no thank you as we have said to no
all the other cell companies that phone us. tx for letting me bitch
kevin and darci
Experiencing the same difficulty paying a bill that
I refuse to pay since last year as we are being overcharged on three
phones. They cut them off today. Can’t get Cameron to return
phone calls. Did M. Neuman help at all?
Thanks
Karen
I visited your page and i cant believe what i am
reading. I was wondering if you got the matter resolved?
If you did great.
First off all i dont work for bell or bell mobility. I hate bell and
bell mobilty. If you wish, I can give you the name of some one at
bell to contact who will be able to help you.
PS I just cut my phone from bell, why? Crappy service and fradulent
billing.
Romeo
HAVE A NICE DAY!!
Hi,
Do you know where I can find out more about the class action law suits.
I wont go into the details because I'm tired of repeating myself.
I'm sure you are very aware that Bell has been fraudulent, but here
is the kicker. I closed my account because of there incompetence and
they continue to bill my disconnected number.
Mark
Kelowna B.C.
I'm going through the same thing in BC. After 6 months
of errors, Bell says they have fixxed the problem. After much pressure,
I was given a months credit on my bill, (as compensation). Only took
2 months to actually get it after they charged me an extra $35.00.
I've fought tooth and nail to get some service from these people....and
they tell me I'm the difficult one.
I'd love to be part of a class action suit
Andy Dutot
Love your site
Here is my story
Signed up for the digital bundle plan, which included cell phone.
Decided on the all-in-one plan which was $30 per month - $5 bundle
credit for a total of $25 + tax. It came with 250 min. local and 20
touch base calls to 1 #. During the setup of the account I was informed
that the 20 touch base calls were free and could be made from anywhere
(I took this to mean long distance). When we got the first bill there
were 3 long distance charges for the touch base calls, only $.30 each
so thats less then a dollar. Still I called about this and was told
that I had been mis-informed and that the calls were only free when
they were local calls, kinda stupid if you ask me since I already
had 250 min for local calls. The rep that I was talking to suggested
that based on our usage that the small buisness plan would save us
money because it offered 150 min local & Long distance and would
be $30 - $5 bundle credit for a total of $25 + tax. Me and my wife
asked a total of 5 times if $25 was all we would pay, we wanted to
make sure there were no other charges. Each time we asked this we
were informed that that was correct. So we switched plans, what a
mistake. When we got our first bill there was a $6.95 system access
fee (gee this should have fell under our concern of other charges).
So this made our bill $32 + tax, know remember our other one with
the long distance charges was only $26 + tax, I am still trying to
figure out how this is cheaper. When I called all I asked for was
what I had been promised or my original plan restored. I was told
that neither options was possible. First they could not remove the
system access charge nor could they reduce the cost of the plan. Second
they could not restore the original plan because it had increased
in cost to $35 per month. After speaking to a supervisor (could have
been Amanda), I escalated my issue to a manager, quess who, Mr. Cameron
McQuaig. I left my message believing the recording that in my case
said call back within 2 buisness days. This was Thursday so I figured
Monday at the latest. Wednesday at 4pm I got a call from an excutive
customer service manager. His solution to my problem was to offer
my an all-in-one local & long distance plan for 50 min per month
at a cost of $20 + tax however the $5 bundle credit would not apply.
I couldn't beleive this, he thought that for $5 less I would be happy
with 1/5th of my calling minutes from my original plan. I told him
this was unacceptable and that all I wanted was what I had been promised
or my origanal plan restored he informed me that that was impossible.
We argued about this for more then 20min before he admitted that it
was possible but that he would not do it and neither would any one
else. I asked to speak to his boss and was told that he didn't have
one, after pushing this issue further he expected me to beleive that
he reported directly to the CEO and there was no way I would get to
talk to him. At this point I simply hung up.
Keep the website going
Jamie Switzer
Hello,
I was so glad when I came across your web site. I too had many months
of confusion, over payment and frustration with Bell mobility. I have
never seen such poor customer service in my life. It took me months,
and a couple of email messages threatening to cancel our policy to
get their attention. It took me quite some time to get results but
I THINK I MAY HAVE IT RECTIFIED and hopefully (pending my next bill)
been compensated appropriately. I too am from Ontario and was a Bell
Canada customer for many years and never experienced anything like
what I have with their mobility products & service.
I wish you luck, and I will check your site again (especially if they
have screwed up again)!
Kelly Foster
Where do i find out more information about class
action lawsuits for bell
Keep up the good work
Shane
I am just another angry bell mobility customer with
the same story as yours. Thank you for taking the time to do this
web page. I can cancel my phone, unlike you, and I am. I will be suing
Bell for the fraudulent $600 they say I owe them.
Kay
Windsor
Hi Lisa. As an employee of Bell I would personally
like to apologize to you for this. i work in the stores and have had
to deal with many unhappy customers through this transition. i just
want you to know, for whatever it is worth (although you are very
upset right now, totally understandable) that I am sorry for this.
i am aware of this site and will be sitting down with my store to
go over how we as a team can ensure that this doesn't happen to another
customer. i know that whatever i say to you right now will still upset
you, but i want you to know that you are being heard and i will take
steps in my store to make sure that the right information is given
from my reps.
Troy Hudson
Hello,
I am going thru a little battle with Bell right now,
and I was wondering if you have any advice. I realize that you haven’t
had a great deal of success either, but if something you tell me could
even save me 5 minutes it would be worth it.
I keep reflecting on your comments regarding the
behaviour being fraudulent. I agree entirely. Their behaviour is fraudulent,
unethical, and their customer service is mildly kinder than having
a tooth drilled without freezing. However, if you have been receiving
harassing emails I would suggest that you contact the police. That
is a criminal offence plain and simple.
I applaud your courage for continuing with this effort.
Erin
Hi,
I too am having a nightmarish time with Bell Mobility,
that’s why I am suing Bell Mobility. They provided free trials
of services, then billed me for them after the trial even though I
never used them. We never even setup a password for voicemail!
In addition, after moving I contacted Bell Mobility
Customer Service and asked to cancel one of our phones (my wife was
using it at our old home during the transition time). As it was no
longer of any use to us, we just wanted to cancel it.
The representative informed me that should I wish
in the future to switch the phone over to 'pay as you go' that it
would cost me $35. But to save the fee I could simply place the phone
in suspension instead.
So I agreed believing it wouldn't cost me anything
to do this and put the phone away in a box in the closet. But when
I took the time to review our bill, I saw that from last summer to
present I was charged:
- $5. a month for mobile browser service
- $4. a month for message centre express
- $7.75 a month for suspension of the phone in the closet
- tax on all of it
for a total of about $135.
But what REALLY made me angry (fuming!!!) is that
when I called to cancel that phone that is away in my closet I was
told it would cost me $7.75 for an additional month, plus a $25. fee
plus something like $7. system access fee plus tax (over $40.) to
just cancel it.
There is no damned way I will pay $40. more to cancel
the phone I wanted cancelled in September. I was lied to and coerced
into suspending that phone being misinformed it would save me money.
Bell Mobility are bastards - outright theiving bastards!
I can’ts takes it no more!
Terry
Well I’m right there with you. Similar problems.
I could list them all. I got them to rewrite my bill after pointing
out one mistake as typical of at least 1500 similar ones, and they
credited me $10.50 for that one call and then suggested that I go
through the bills and highlight the others. Like this is my job.
What horrible customer service! The never call me
back at all, and act like I’m at fault or just ignorant as to
how to use a cell phone. My current bill is at $1953.00 and they want
me to pay it and they’ll make any adjustments afterward. If they
can’t return a phone call how can I trust them to return my money?
More to come
Mike Cousineau
Right on! I refused to pay my bill because of conflicts
with Bell Mobility, they sent it to a collection agency. I eventually
paid it because of the impact on my credit rating. I paid the full
amount of the outstanding bill on my Bell invoice, which was the same
amount as the collection agency. I though this was cleared. I started
a new job recently, and need a cell phone for convenience, I called
bell to activate one of my phones, I did not want a plan, but to pay
as you go by purchasing cards, this way they could not bill me with
all kinds of stuff I don't want. I was informed they could or would
not activate my phone because I have a $20. outstanding balance, I
asked them what this was for, they informed me it was for service
charges, I never got a bill for this added amount, I explained that
I paid in full the amount in the invoice and collection bill, they
informed me that they continue to accrue service charges but do not
send the amount to the collection agency or invoice you??? I told
them that they should reverse these charges, as they are services
charges and not service used, they said they would not, there is no
negotiation on this. So for $20, they have lost a customer who was
perfectly willing to give them a second chance. Ha. The retail store
has even worse service.
By the way have you dealt with Bell XpressVu? They are an even bigger
joke!!! They are the only satellite company that makes you pay for
services that you do not use!
Good Luck - I am switching to ROGERS wireless.
Gerri Webber
im still going through a terrible time with bell
mobility charged me for a phone that was free its been going on for
months ive been a loyal customer for years im passing the word around
just happened on your site looking for the right person to contact
to get action have had basically all those wasted hours too wish i
could write as good as you though my compliments thanks
Dear Lisa,
Our deepest sympathy regarding your hassle with Bell Mobility and
their absolute ridiculous and incompetent billing system.
It is so comforting to know that as usual, our wonderful government
and politicians are supporting we taxpayers through the outrageously
expensive and useless CRTC.
Although not to the same extent, we have experienced similar billing
problems with a phone bill on a mobility account we took on for our
daughter.
Good luck in the future, it appears your going to need it,
Ray & Marg Cowan,
Markham, Ontario.
Dear madam, I can relate to your frustration in a
very small way, having just spent a whole day trying to get a credit
from Rogers A T & T who just like your provider don’t have
a clue. However the ultimate irony is having spent so much time with
A T & T I decided to check out You guessed it Bell , Your site
was the first to appear on the web, needless to say having read about
you nightmare I think I will pass on Ma Bell.
Good Luck
Percy Thorpe, Mansonville Quebec
Hi Lisa,
I couldn't agree with you more regarding Bell Mobility. If you manage
to get through all the options available or the mistake hang ups your
lucky. I changed my plan to accomodate two cell phones, what a mistake.
They entered the wrong code and till this date still cannot correct
their errors. I'm tired of talking to 15 different people telling
the same story.
Keep up your fight!
Josie, Ontario
I am hard of hearing and need to buy a Blackberry
to help me with my work and home. I live in Quebec and cannot get
anyone in Belll Canada to help me in English They tell me all their
info is in French. I have all my phones with Bell canada (three lines)
and can still not get help when I need it. When I got so upset I went
to Tellus in the St-Bruno Mall and the manager there helped me in
English right away. Why do I have to go to another company to get
the info I need in English?
Hi,
Everyone is bashing Bell....me too. We were owed credits for misbilling
dating back to August 2004. Called...nothing, never got a return phone
call.Sent emails...nothing..Finally I got the fax # for BC....sent
a very nasty letter..less than 1 week later all credits have been
applied.
Lets give these guys a chance...they can't work miracles...use the
right channels and you will get satisfaction.
The Fax # is 1-604-678-4160
Audrey Madden
There is only one solution to free yourself from
this
get rid of the phone and go back to the way it use
to be
go for walk and enjoy nature and your life
take your messages and make calls only at certain
time
i had all these problems and more with Bell Mobility
if you cannot get a job by regular means, try bell
mobility
no criteria to work there for sure
Angelo Galerio
bell doesn't seem to care about the phones they sell
such as my samsung - they told me it was the best - when it came to
warrenty they don't give a damn - paul
I feel for you I spent 6 hours on the phone
yesterday and a total of 8 hours
over the previous 3 days... MOST of which was on hold of course..
trying to
straighten out my account details and purchase a new phone.. Every
time I
talked to a new person I got a different story.. To make a long story
short
in my second last conversation I spoke to a lady named Keziah and
after she
processed my order for the new phone we went over my monthly package
& she
promised me the sweetest deal of all one of the best packages I have
ever
had.. I thought it was a little over the top but hey she confirmed
it to be
my new package so I was content.. Being as untrusting as I am I called
them
back 30 minutes later just to make sure that it was how she said it
was.. I
spoke to Nipesh & he informed me that the plan did no include
everything as
she said it did.. With that I blew up I told him If he did not honor
her
promise I would be the newest fido customer by the end of the night
he then
placed me on hold to go over notes... for over 40 minutes and as each
minute
went by I was getting more and more frustrated.. He then came back
to the
phone and proceeded to list my package details and it finally matched
what
Keziah had promised me and offered me a better bundle package for
my voice
mail & text which now includes fax.. So it ended up being a sweeter
deal
considering I got everything I was originally promised by Keziah &
more I
ended the call very satisfied. HOWEVER, I will call back on Monday
to get
the list of my package details again just to confirm that everyone
is on the
same page because we all know that Bell mobility customer service
reps have
been known to break a promise or two..lol.. Its too bad that your
situation
has escalated into something this big but I would do the same as you
are
doing.. Keep up the fight.. I have learned that if you fight hard
enough for
something you will get it..
Jennifer Hewlin
they are the absolute worse company to deal with.
I have a family plan with four phones and they have left me no choice
but to cancel and go else where. more people need to cancel. in their
job application form there must be a box that asks if you are a moron
and incompetent and if the box is checked off they are hired. it's
the only conclusion there is. it's the only thing they all have in
common.
John Aprile
I am another unhappy Bell Mobility customer and will
be discontinuing my service when my contract runs out.
Bell changed my account number 3 times without even
notifying me. When payments were made, they didn’t receive them.
2 out of these 3 times they had suspended my service for non-payment.
After realizing what the problem was, they were not even able to transfer
my payments to the new assigned account number. And in all my dealings,
yes, I experienced the same disconnection numerous times as everyone
else has.
Upon purchasing a new cel phone with a year warranty, my cel phone
stopped working after 7 months. I contacted customer service and was
told I don’t have warranty on my new cel. After fighting with
a few different people, and getting ‘disconnected’, I finally
was happy to hear someone say, yes, you still have a remaining 5 months
warranty. I then brought my cel phone to the nearest Bell Mobility
store and left my cel phone for repairs. They couldn’t supply
me with a loaner and literally kept my phone for 1 month to tell me
they wouldn’t repair at their cost. They believed my cel phone
sustained water damages. How ridicoulous, I would know if my cel had
been submerged into water.
It’s bad enough to have to deal with this, but on top of everything,
they were very rude and unfriendly. I feel like the whole thing is
a joke.
Bell Mobility has very poor, poor, quality service.
Beverley Davis
WOW, and I thought my problems with bell were bad
You state bell has some class action law suits against them, could
you tell me what lawyers are involved as I would like to join in as
I truly believe the only way a large corporation like bell takes notice
is when it hurts their bottom line. I was going to research filing
a small claims court action against them but am unsure how to proceed
Thankyou
John Dacre
Thank you for your website. I was very frustrating
to read as my boyfriend and I have had to go through the same thing.
he cancelled one of his lines in November, 2003 and it didn't go through,
he then canceled it in febuary and it was still on his bill, then
he canceled it in may again and didn't get a bill until september.
The bill he got in september was for 2 lines (including the "cancelled"
one) and the total was around 1200$ oh and they also charged him for
his supposedly free evening after 6 that he had been calling to add
since last year also at 25 cents per minute, it was lovely............
not!
Ayways might I suggest opening a new line with a similar number for
the business while keeping your bell line open with a voice mail message
redirecting ppl to the new number? I know it's not the most economical
way but it's probably the most stressless way
Good luck with everything
Genevieve Roy-Poitras
You are not the only one. Ever since they changed
their billing system which the president keep saying will be better,
they keep erasing our pay as you go phone.
This is the third time that it has happened and we
keep having to call and fight to get back what is ours.
I am getting fed up the same as you.
You would almost believe that this company is governemt
owned, no I take that back that would be an insult to the government.
Most Important of all!
KEEP SMILING!
Dean
Bell screwed me over since July. It took them 2 months
to send 2 cellphones, when they finally did send the phone they only
shipped one. I had to wait another month for the 2nd phone, and when
it arrived it was
a USED phone! I had to ship that back and wait another week for the
2nd phone to arrive. Long story short, they screwed me around for
over 3 months just to get 2 cell phones. It was the worst service
that I have
ever experienced. But it does get worse, I get bills for the phone
that I sent back. After haggling with customer service, I finally
get that resolved. Yet to have to haggle more to get the $50 rebate
they claimed
they would give me. I have to provide proof that I signed up for that
offer because they had no record. More hassles for me. I signed up
for the DIGITAL BUNDLE with Bell Sympatico High Speed Internet &
Bell
Mobility, Bell claimed they would offer me $5.00 off my HSE Internet
Bill and $5.00 off my Bell Mobility account. I accepted the offer,
providing I took a 2 year contract. After I received my first Internet
Bill, I noticed my HSE price was raised to $44.95, previously, I was
paying $39.95. I then noticed they added the discount, so in the end
I was paying $39.99 a month for HSE. This was exactly the price I
have
always been paying, so in effect, I am getting NO SAVINGS whatsoever
on my HSE !! They actually bumped up my price to $44.95 and then gave
me $5.00 off!!! THIS IS FRAUD!!! I know people who have 1 year HSE
contracts for $34.95 a month (with no bell mobility) and I am paying
MORE WITH THE BUNDLE. THIS IS NO SAVINGS IT IS FRAUD. BEWARE BELL
IS A FRAUDULENT COMPANY THAT DOESN'T KNOW WHAT OFFERS THEY PROVIDE
TO CUSTOMERS!! ONCE THEY HAVE YOU ON CONTRACT THEY THINK THEY CAN
DO ANYTHING THEY WISH!!
Dear Lisa. I can really understand how you feel about
Bell Mobility. WHAT A BUNCH OF RUDE, EGO DRIVEN, HEARTLESS, MINDLESS,
MORONS! After 4 months of charging me 1X mobile browser usage for
my phone (when I signed a 3 year contract that included FREE MOBILE
BROWSER USAGE FOR 1X service) I am ready to kill these guys. Every
month I waste hours trying to get them on the phone, disconnected,
connected, disconected AGAIN! only to be told "hey your right,
we'll fix that and credit your account". What happens when I
get my next bill???? YEP! THERE'S THE CHARGES AGAIN! And again I have
to waste my valuable time calling them. Try to get a supervisor???
HAHAHAHAHAH!!! Good luck. After threatening the monkey on the phone
who obviously get's paid a huge amount of money protecting the elite
supervisory team and totally freaking out (and believe me as a mom
to five it takes a lot to freak me out) I finally was told I would
hear from one in 48 hours. We'll see.
After all that I read your blog and laughed!! I'm sorry for your troubles
and frustrations but you did show me how to keep a sense of humour
while squirming under the bell mobility thumb! I'd like to cancel
my contract but they will hit me for three years of fees right???????
I just wanted to say, I HOPE YOU KICK THEIR ASS! AND GOOD LUCK ON
YOUR "QUEST".
Marti Clark.
I was shock when I got my $550 bill!
I got charged $195 for contract cancellation fee, but the phone number
is still active.
Got charged $200 for data usage, but I'm on the $100/month data plan.
Got charged for Long distance, but I'm on the Business Canada 150
plan which includes long distance calls.
It took me three towns, two batteries, and six hours on hold to get
through and have a $400 credit issue on the bill and to my credit
card.
This month when I got my bill, I had a $350 credit left. But no refund
on my credit card. So what they appear to be doing is using up my
credit on my bill to pay my month charges and I am loaning Bell Mobility
that about of money at 0% interest.
Now if I own them the money, I would be charged 2% per month compound
to 28.55% per year.
And by the way I have used 8 minutes to last month since most calls
are on my City Fido.
Can't wait for my contract to end in March 2005.
Ted Lee
its a disgrace to deal with these people They are
from Mars they havent got a clue on how to deal with Humans
Thats why i left O not realy i still have a 6 month contract with
them and told them i would pay the penalty of 200.00 dollars
but they still send me my regular 42.00 bill So they still wont let
me quit there service,I guess they make more money
this way Its all one big RIPOFFFFFFFF
Roman
In the US we can take our phone number with us. Can
you not do this in Canada? I have beent here and done this.............I
left Verizon and am now ith AT&T which partnered with Cincular
now. And took the phone numbers with me
Lots of luck
Jim Bayer
Pgh., PA
Contact Bell Mobility
Executive Consultant, Bell Canada Shared Services
Phone: 905-219-7178
Toll Free: 1-888-847-1119
Fax: 905-625-5359
Email: fiona.thomas@bell.ca
Address: 5115 Creekbank Road, F3 West Mississauga, ON L4W 5R1
Email Us Your
Comments
Creating
Wealth Web Site Home Page