Bell
Reviews and Complaints

Phone service with Bell was terminated in Sept. with the death of my friend. As executor I paid the account in full in October. Should have been the end of Bell, but in Jan. received a bill for $39.00 approx. for service. Phoned Bell and told them the account was paid. Several phone calls later, they insisted on my faxing a death certificate. I sent the fax Jan. 17, 2012. Should have been the end of this, but collection is now phoning a co-signer of this account that is a dying man. Getting the run around, with Bell. I no longer have a landline with Bell and very grateful for this. I repeat this account has been paid in full. May have to pay again to stop this collection activity. Very poor Bell, very poor!

I ahve lived in my home for 12 years and each snowfall or rainfall we are left without a telephone as the lines are coroded outside. We have had temporary lines put in and were apparently replaced with a new line but still the same issues. Since December 1st we have had to call in and complain of no dial tone each time we are told they understand put my call through to a supervisor, who re-assures me that a technician will be out in the next few days...however they cannot give me a specific time nor are they able to FINALLY rectify this ongoing issue. For 220.00 per month I would think that maybe after the 5th occurence any other provider would rectify the problem for once and for all for better customer satisfaction, I know if I had a business I would do just that! There is a new home being built next door and the builders pointed out how bad these lines are so if he can see why can't bell? I am in search of a new provider and hope that many others do as well

Lynne Tolle

I was so sick with Bell Billing service and was so scared that I cancelled all Bell services!

Please note that I had to disconnect all Bell Canada services due to continuous over charging in my Bell Canada Bills including installation fees, mistakes in most of the bills. Every time I had to call Bell customer service to fixed those errors and adjust the bills.

Even when Idisconnected my services there was an error and I was explained after some time that my disconnection request was not gone through and I was charged on disconnected services! After extended disconnection notice I got a letter from Bell for returning modem and Ireturned the Bell Modem through Canada Post as described in the letter with Tracking Number: [protected]

Now, again I have received a Bell Bill today with Modem Non-ReturnFees of $84.75 including taxes! I am really scared about BELL CANADA as they may continiue like this. Don't know what to do!

There is, of course, the larger question. If theyhave a "system error", over charge their customers, and don't take remedial steps, and since many users don't check their bills carefully, this would seem to be an all too convenient way to increase revenue. Might onesuggest that since they are not notifying customers or fixing over billing evenwhen they are aware of it, that they are engaging in premeditated theft from their customers.

December 1, 2011 a Bell Canada door to door salesman came right in the house at approximately 8:45 pm. He said he knocked but I did not hear any knock. I was upstairs and heard a commotion downstairs and when I went to see what was going on this person was half way up the stairs. He said his name was Ewan or Evan. He didn't leave a business card but he left Bell brochures that he wrote on. He was about 6 feet tall, dark brown or black hair, medium build, and in his mid to late 20s. He was also wearing a light gray suit with a thick black sweater. He was also with a younger woman with blonde hair who looked to be in her early to mid 20s. I think he said her name was Sarah.

I had just returned that day from my father's funeral 4 hours away and was still in shock as he passed very unexpectedly.

I called Bell Canada to cancel my home telephone service at which time I was told by the Bell representative there were 9 (nine) orders attached to my Bell Canada home telephone service account for Bell Internet and Bell Television. This Bell Canada representative apologized a lot for what had happened.

The Bell representative I spoke with promised all 9 (nine) orders for Bell Internet and Bell television would be canceled.

A few days later I got an automated call from Bell Canada saying a Bell Canada technician would be out to install Bell Internet and Bell Television.

I called Bell Canada again and spoke with another Bell Canada representative. This person identified himself as a "manager" in Bell Canada's "retention" department. He said he would make sure there were no orders or charges on my Bell Canada home telephone service bill for Bell Internet or Bell television service. He also said the Bell Canada representative who entered the house illegally was contracted by Bell Canada and would be fired. He also said he would credit my account for this whole experience. This Bell Canada representative apologized a lot for what had happened.

This morning I spoke with "Mario" at Bell Canada after paying $64.02 as a "final bill". I paid this because "Mario" at Bell this morning said there were no notes on my account from "retention" at Bell Canada. I told Mario that Bell Canada was a horrible horrible company and that the "manager" in the "retention" department had therefore lied to me. He said he didn't lie, it was a misunderstanding. I completely disagree Mario's statement. Again, this Bell Canada representative apologized a lot for what had happened.

I just now submitted an online complaint to the Canadian Radio-television and Telecommunications Commission.
For anyone interested, this is their website:
http://www.crtc.gc.ca/eng/home-accueil.htm

I too am facing problems of hidden charges. I have recently activated bell internet services. -
(1) I had ordered for Fibe 6 but was given Fibe 12. On the day of installation i came to know that they are installing Fibe 12 and called up customer service who told that they will down grade the service immediately and my billing will be only for Fibe 6. However, the down grade took place after a week and I am stuck with excess billing for the Fibe 12 for a week.
(2) Never was I told that i will have to pay an activation fee of $29.95, but was charged on my first bill. Before and after installation, I had confirmed with their customer service through phone and chat several times and always I was told there are no hidden costs and the costs will be just the internet usage charges and nothing else...for 1st bill to the last bill. I spoke to their Customer Service, billing dept. as well as loyalty dept., but cannot get the charges deleted. In fact most of them are rude.

What do i do now.

On October 13, 2011 I called Bell Mobility to do 2 things: a) confirm my account balance & b) look at converting my pre-paid cellular service to a monthly plan with Bell. The first agent was great in telling me my account details, when I was transferred to the second agent to speak to me about my options it went down hill. The second agent placed me on hold to obtain details for my query, then a third agetn picked up the line. I asked what happened to the second agent, he said it may have disconnected. I provided him my details to check the notes. He checked the notes and offered to assist me. I told him about part b). He said he would connect me to the right department. Enters the fourth agent. Gave the fourth agent my details again and my intent in part b), he gave me a promotional offer. Here I was ready to take the offer, and he says it was expired. I was irate at this point, the agent didn't seem to know what he was doing. I requested to speak to a supervisor. Agent number 4 placed me on hold. I was transferred to agent number 5. I told agent number 5 I was on hold for the supervisor. I was placed on hold again and transferred to agent number 6. I told agent number 6 that I was on hold for the supervisor. Agent number 6 asked how they could help me. I declined the offer, demanding to speak to the supervisor. Agent 6 placed me on hold, then came on the line saying the supervisor was on the other line. I said I would wait. Agent 6 asked the nature of the concern, I said bad customer service. Agent 6 asked me to be more specific, I replied that I would explain when I speak to the supervisor. Agent 6 said the supervisor is asking for specifics, I told the agent about the run around I just went through and that I wanted to speak to the supervisor. Agent 6 apologized for the service and then asked me about the nature of my concern again. Livid, I demanded to speak to the supervisor and stated that I just expressed my concern! I demanded the name of Agent 6's supervisor. The agent said that I needed to tell the nature of my concern. 4 times I demanded the name of supervisor and each time the agent refused to provide the name. I then demanded the name of the manager above the supervisor (2 times), reminding Agent 6 that the call is being recorded. The agent refused to provide me the name stating I needed to give the nature of my concern. Agent 6 was so incompetent and combative. So I demanded the operator ID number of Agent 6, the agent gave it to me and acted like they didn't care - as if nothing was going to happen to them. I sent a complaint letter via email the same day and call Bell Canada this morning where another supervisor offered to forward my complaint.

Steps on what you should do. If you encounter great service, don't hesitate to let the agent's supervisor know. They don't get compliments often. However, if you encounter incompetence and rudeness from an agent: 1) remind them that this call is being recorded; 2) request their Name and Operator ID number, they must provide them; 3) request the name of the Supervisor (if the agent refuses to give you the name, remind them of number 1 and inform that you will be lodging a complaint. This agent was too stupid to understand this. If you are not transferred to the supervisor, lodge the complaint via email: executive.[protected]@bell.ca they will get back to you within 3 business days. There are great agents that work for this company. But if you are not getting the high quality service you deserve, don't just vent or continue dealing with the same incompetent agent - lodge a complaint. If the client services at Bell is gives you an unsatisfactory answer, esculate it to George Cope - current President and CEO of Bell Canada. Hope this helps.

We have a resident in the basement of our house who signed up for Bell dry-loop DSL.
Our own internet connection is with Acanac.
The Bell technician came yesterday to set up her connection. When he left, we noticed that our internet connection is dead. We checked and found that he cut our cable.
It is hard for us to believe this was by accident since the resident in the basement told him that there is already an internet connection on the 1st floor and our cable was the only one in the box outside the house. Attempts to resolve the issue with Bell only resulted in a runaround since we are not Bell customers. Because of this, we have been told our complaint would not even reach the "executive level".
We filed a complaint with CCTS, cut Bell's cable and used it to re-connect our internet.
In the light of our previous experience with Bell, this looks like Bell is trying to keep the competition out.

Switched my business phone line to a residential line to save some money and put it towards yellow pages. Bell business services has absolutely no connection to Bell residential services. The business people disconnected my line first thing on the scheduled day but no residential connection. Was told to call repair after 5pm, called, was told they could not fix till next day between 8am and 12 pm. Called next morning to confirm, now being told they would be out between 12pm and 5pm! This is a business I run from this line. Escalated and got "sorry there is nothing we can do". WTF! Will be switching to Rogers and then when they call me to switch back they will get an earful!

I was a student in Ottawa and had Bell Internet service. I cancelled in the spring of '08, and paid the 'final month cancellation fee' without complaint. A year later, in August '09, I noticed a payment to Bell Internet on my online banking. I called about it, and the bank told me only Bell could help me out. When I called them, a little investigation found that a duplicate account had been set up in my name - with one letter difference - at my old college address and had been billed directly out of my account through pre-authorized debit for a year. I had never, in my history with Bell, given them permission to use pre-authorized payments. They cancelled the service, after one more attempt in October to bill me for the final month of the service (which showed no use, no logins, but somehow a purchase of a game package through Sympatico), and said a cheque was on its way for the significant amount of my collective fraudulent bill payments. I still haven't received the cheque, and I'm wondering if there's any other route I could go with this complaint as I don't know how it could have happened or what I can even do about it. If you can help or even have advice, please contact me.

Moved to new residence in July 2010. Called Bell Aliant and arranged for a 'bundle' of services; telephone, television and internet. Installation person arrived earlier than expected when I was not yet there although they did hook up services and I did not have a problem with that. Four receivers were hooked up although I only had two televisions and I left this for about a year to get a feel for the place and decide for sure where furniture would go and televisions. When I decided to return two receivers the local store informed me that they could not accept them and that I had to call Ontario. I did this. I provided all of my information and then was informed that "according to my contract there was an early cancellation fee if these were returned early". I informed the person on the phone that I did not sign any contract, I keep all contracts at the front of each bill folder and I have nothing for Bell Aliant. Furthermore, I had paid for two receivers for a year that had never been used. I was placed on hold for at least 15 minutes as she looked into this. When she returned she said "Okay I will send you the boxes". I understood this to mean that they had verified what I had told them. I returned the receivers in the boxes provided. On my next bill I received a charge for early cancellation of contract of two receivers. I had previously called to address this, was lead to believe that it had been, followed the directions given and then penalized anyway. I fail to see how I can be held to a 'contract' that I have neither read nor signed.

How does Bell commit to their customers?

Delight.
Yes, delight. Simply put, that’s our mission: To delight you with the products, services and customer support that we provide to you every day.

It’s more than just talk. It comes with a commitment. Here it is:

We will bring you outstanding products and services that can help you in your daily life;
We will strive to provide you with the products and services that you want;
We will remember that technology can be fun, and excite you with creative and useful new product innovations;
We will strive to ensure that pricing information is presented clearly;
We will be helpful and courteous in your dealings with us;
We will strive to be accessible to you through the medium of your choice, whether it be online, in-store or by phone.

**This is Bell's customer commitment slogan...pffft. I think the only one that is half true is that they've been kind of cheery over the phone while helping me deal with my disaster of internet and satellite tv services(which actually seems to make me angrier). I have the Netgear Turbo Hub and Satellite TV from Bell and have never had such a negative experience with utilities. My Turbo Hub is not 4G unless in a major city and costs are through the roof for just light surfing, no downloading or video streaming at all! (there's nothing I can do but try to snow someone else into taking over the contract and giving them the Hub for free) and my Satellite has not worked properly since it was installed. (I had to install an exterior pole for them to mount the dish to because I have a rental property, they won't do it for you, so be careful!) and they will just blame the crappy reception on your pole installation instead of their own installation problems and charge you to fix it. (75.00 for me) and again it's out for no reason (no bad weather, no wind, no one around) so another week without service that I have to pay for. This company is all about stalling until they can suck more money out of you until you finally pay all the cancellation fees (which will most likely be upwards of $1000.00 by the time I'm done) and that's how they make their money...one poor soul at a time. NEVER NEVER NEVER again will I deal with Bell or recommend it to anyone I know and I will tell my true story on every website I can on the internet to warn potential victims of the virtual scams they're committing everyday!

Was a client of bell for 10+ years, Phone, wireless, Internet, satellite. Even though i held up my end of the bargin "pay my bill". I was never provided good or even average service. I was continiously over billed, and when i called to correct the problem it would take hours to resolve, being transfered put on hold or disconnected. Recently I opened a phone/Internet business account at my restaurant. when Bell came and set it up they set it up as residential. I did not notice this until my first bill so I called to correct the problem... 6 hous 2 discconnections and dozens of transfers, please stay on hold. The problem was fixed. but I had to pay connection fees etc... to set up the business phone and would have to wait 6-8 weeks for my money from residential. or I thought. I continiued to get billed for residential and business. So i call Bell again the following month spend 4hous on the phone. now residential line is closed but I have to wait 6-8 weeks for my money back from residential. So I tell Bell I will not pay my bill until I recieve my money. 3 months later I am on the phone againwith Bell however this time they send me to collections and disrupt my services. They insist I pay them even though they see on their notes that I am owed approx the amount I owe them. They say I need to wait anothe 6-8 weeks for a cheque I ask can you not apply my credit to my debt after another hour of discussion the supervisor applys my credit. All bills are now current with Bell. However I have had enough! Bell has collected close to $40, 000 and hundreds of hours I wasted on the phone with them in 15 years. I now completly left Bell and now use other service providers which I should have done years earlier as I cut my total bills in half. However Bell did send me one last gift disconnection charges and early termination fee for my cell so after 8 hours on the phone with multiple bell reps and supervisors all closing charges were waived. Dealing with Bell turned into a very costly and time consuming endeavour.

My experience with Bell has ensured that not only will I never be its customer again, but I will discourage everyone I know from being its customer. Last autumn, I ordered an 'Unlimited Europe' long distance plan, which was advertised as providing unlimited free calling to Europe, with the intention of using it to call my girlfriend in Britain. When I ordered the plan over the phone, I was not told that calls to mobile phones would be charged. I called back a few days later to double check that the calls I had made since ordering the plan would be covered by it. I didn't realize I had to specify that the calls were made to a mobile phone—since I was specifically asking the customer service representative to look at the calls I had actually made, I thought any contingencies would be covered. I was later told that the woman I had spoken to would not have had any record of the calls I'd made at that point, so she would not have the necessary information to answer my question at all. But nevertheless, she told me that since the calls were made to Britain, they would be covered. Presumably she didn't even look at my account.

A month later, I got a call telling me that my long distance service had been canceled because I had accumulated several hundred dollars in charges for calls to my girlfriend's mobile phone. This cancellation occurred before I had even received a bill. So not only was I being charged several hundred dollars when I thought I'd be charged nothing, but my service was being canceled before I'd had any opportunity to pay the charges. I insisted that I should not be liable for the charges, since I had not been informed of the details of the plan, but after being transferred back and forth between the credit department and the customer service department several times, I was told that I couldn't even contest the charges until I had received a bill for them.

Once I'd received the bill, I called to complain. The customer service representative said he understood the complaint and would rectify the problem. After about half an hour, he said everything was complete—but when I asked to confirm that the charges had been removed, he said that no, I was still liable for all the charges, clearly indicating that he had never understood the situation. He said that he didn't have the authority to remove charges, but that he would flag them for investigation. I asked to speak to his supervisor, who told me that she, too, lacked the authority to remove charges. Furthermore, she said there was no record of my call from a few days after I ordered the plan, and so it would be unlikely that the investigation would end in my favor. I told her that I would be immediately canceling all my services with Bell (home phone, long distance, and internet), which didn't seem to bother her.

After I'd canceled my services, I got a call from another customer service representative asking why I'd canceled. I related the above story, and he expressed great concern, assuring me that Bell would do everything they could to keep me as a customer. But when I asked what he could do about the charges, he said that he, like everyone else, didn't have the authority to do anything about them. And after all that, Bell had the gall to send me numerous letters telling me how sorry they were to have lost me; these letters ceased only when I complained to Bell.

On its website, Bell touts its 'Clarity commitment', a commitment to making all charges clear to its customers; but its representatives made no attempt to make the charges for a service clear before or even after I purchased it, and they had no power to resolve the problem once it had arisen. Because of this shoddy service, I ended up paying more than $500 for calls that I had every reason to believe would cost nothing.

I sent in a cheque for $146.01 on July 2, 2011 and the cheque went through my bank account July 12, 2011.
Bell insists they did not get payment on this but I have a copy of the cheque that it went through.
I have faxed this proof to them 3 times already and still got no results. Last week I got a disconnection notice from them threatening to disconnect my service on Sept 8, 2011 if I do not pay. I have since sent in an email to Mr. Chris Warburton, the Vice president of Credit and Collections on Sept first with this proof also and have not heard anything back from them. I have even given them a phone number to call my bank to verify that the cheque went through.

Part one has anyone else out there has had a problem with BELL CANADA regarding outrageous land-line phone bills caused by an autodialer? Back in 2006 i received a bill for over $1500 due to long distance charges from some ‘autodialer’ which somehow made these calls using my dial up internet (also a bell product which i no longer have). Bell has agreed that THEY KNEW OF THE SCAM which has affected thousands of their customers (but didn’t inform or warn their customers) but insists that I still have to pay the charges.

Part 2 now here I am almost 6 years later still getting harassing phone calls from their collection agency at all hours of the day 2 days ago it was 7:15 a.m.! Bell as it turns out actually profits from the scam so it is in their best interest to do nothing and tell no one, in my opinion that makes them accomplices and they should be held accountable. If anyone else has had this problem and was able to solve it I would LOVE to hear how you did it as I am sick and tired of this company and want them out of my life FOREVER!

Dear Authorities, please note, I have been using sympatico /Bell Canada for over four yrs, till last November when, the internet started acting up and I contacted the company. Despite number of attempts by the company to resolve the problem, I still had no internet in consistent fashion. Finally, they sent out a tech to my house and according to him, the problem is external and they needed to dig out holes in front my of house. So they did and without my consent they dug out two spots and till now still is not the same as before. I needed the internet and I call them up sometimes in May and have them to cancele it. however, they kepet on charging me regardless. My weekly assignment was to call the company and find out, why they are charging me. They told me they will credit me back. I am still waiting and still they are sending bill to my house. I am fed up witht the abuse and tired and need some one listen and help me with this total nonsense. Please advise. thank you.

Bell will not allow business phone number to be transferred to a residential line, as one of three separately identifed numbers (ident-a-call). Reason: Business is listed in a Bell directory (white/yellow pages), cannot transfer number until next publication date of directory - six months from now! Bell can/will not direct me to any documentation to this effect, nor was this restriction ever communicated to me (else I would have declined to have buisness listed in the directory - if I was even asked).

Bell seems to be getting away with abusing customers by luring us into getting our business by offering packages at one price and then billing at another. The increase is significant from the actual offer for Fibe TV, internet and phone. I have been trying to get them to honour their original commitment but I am still waiting for a resolution with the charges. I have written Mr. George Cope, President & CEO on this matter which remains unresolved todate. In addition to this, I have numerous problems with FIBE TV which the technicians cannot fix as they lack knowledge. I strongly discourage anyone who is considering of giving Bell their business to think of the problems that lie ahead for them. You will be going into the fire. I wish I had been told before, or even viewed this site, I would not have been in this stressful situation today. Bell should not be allowed to continue to abuse customers, they must be held responsible.

-Charged me for a number I didn't know I had and it has never had a phone attached to it. Had to pay the charges AND give 30 days notice to cancel it!
-Continually "play" with my account so I don't have to pay over X amount of dollars each month. It only ever lasts for a month!
- One time I was charged $60.00+ for a 911 call! They did credit me back.
I can go on and on about them. I just need a to pay the small sum of $2000.00 to get then out of my life. Oh, and 30 days notice.

Bell's departments don't talk to each other. I upgraded to FIBE internet to pay them $90/month for their fastest speed in 2008. I get an appointment for the technician to come to install it, it's not a regular modem so they have to send a guy from a different department to come. They guy doesn't show up. I call Bell, they apologize and send make me a second appointment a couple of weeks in the future, during this time I have no internet service! The second appointment and guess what technician doesn't show up again. The next time, is scheduled for another 2 weeks later and finally on the 3rdd try the technician shows up. Fast forward 3 years later, I moved about 2 months ago. Technician has to come, yes I know I should've cut Bell off the first time but the customer service girl was nice and they gave me a free month of internet to retain me so I stayed. Long story short, they don't show up again twice to my new place at this point I cut them off and they charge me an extra month because I didn't give them a month's notice. It took them over an hour both times to figure out why the technician didnt show up and assured me that it was solved, but no. Somehow their system showed that a technician was going to show up but everyone except the technician gets the alert. Then after I returned the modem, I get billed 2 months after I cut the service off for a modem charge because I didnt return it! WTF? I call Bell and get transferred to 3 departements before someone can help me. People are ok at Bell but nobody knows what is going on because their systems are not integrated and departments work in silos. Nobody knows anything there. ### company. ### bell.