Re: Bell Mobility Western Region (KMM2440595I63L0KM)

Attn: Online Customer Service Manager

Re: Navin 6010211

Customer Fraudulent Accout # 503803232

THANK YOU NAVIN !!!

I am SO happy! This issue was resolved finally. I am still disappointed that it was so difficult to get to this point, but I fully appreciate your response and I am relieved that this is finally over. Navin was the ONLY person that was able to assist me and able to produce results. My suggestions to you for improved service in the future are:

1. Post accurate operation hours to accounts receivable in the Western Region (for the last week I have received a closed message after 4pm MST, website and call center employees have both confirmed that it IS open until 6PM PST - which it is NOT )

2. Have customer service reps remain on the line until phone trasfers are complete so that the customer is not misdirected, or disconnected.

3. Allow fraud victims the ability to speak directly with a representative

4. Ensure that if a customer is told they will be contacted, they are contacted. I was told on 4 separate occasions that I would be contacted in 48 hours and I never was.

5. Respond to complaints and inquiries before they get to the point of the customer having to contact Consumer Affairs, BBB and complaints.com

Again thank you for finally resolving this issue. Because I had my ID stolen I have dealt with several cellular companies about fraudulant accounts, and they were resolved with only one or two phone calls. It was a week and 4 hours and 45 minutes of phone time with Bell mobility to resolve this issue. All calls were initiated my myself, as no follow ups were ever made (as promised) by Bell Mobility staff in ANY department.

Erica Hodgson

| Lafarge Exshaw Plant |

| * Office (403) 673-5130| * Fax (403) 673-3828|

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