Bell Canada complaint

<html><div style='background-color:'>Hi,

I know I'm not the only one with problems with Bell. Here is my story below.

Dear Bell Canada,

For years now my family and I, have relied on Bell for all of our services such as telephone, internet and cellular telephones. We put our trust in your company because we were very well taken care of. The customer service was excellent, the services which were offered were ideal and affordable and most importantly Bell was easy to deal with and never caused us any grief.

I am saddened to report that this past year my experiences with Bell have shattered all of that and left me feeling extremely frustrated and betrayed.

The incident that began it all was when we decided to research and pursue a faster internet. We had dial up for years which we were told was the only internet available to us in our area.(Vars). Bell has been telling us for years that faster internet is coming soon to our area. It's been eight years and still nothing. But that's a different battle all together.

Several months ago I'd heard of a new service: the Unplugged. We were told it WAS available in our area. This was the first mistake which started the incredibly long road of deceit, frustration, anger and hostility. We repeatedly gave our postal code to the teller whom never bothered to inform us that the postal code he was being given by the computer for some odd reason was DIFFERENT. Because of this we spent the next couple of weeks without internet(because we were told that we'd get in in three business days and had cancelled our dial up so that we wouldn't have two internets once the unplugged came.)

Now I have four children, three of them are in school (two in high school and one in University). And my fourth, my son, practically lives on the internet. Needless to say, those two weeks for us were hell. During that time we called Bell at least three times to find out what was going on and no one knew much of anything. Even then no one bothered to inform us of the differences in postal codes.

A week later(after the 2 weeks spent waiting), we were told that the box had been sent back to Bell because the address/postal code didn't exist. Bell re-sent it to us, and this time we thought with the CORRECT postal code, the one which we had given them again. We were however once again deceived to find out they had made the SAME mistake. It would have been sent back to Bell a second time, but thankfully the lady at the post office knew us and held it for us. By this time, over a month had gone by with NO internet. You can understand that our frustration was growing at the incredible ignorance of the employees we had to deal with so far.

Once we picked up the box, and plugged it in, we discovered that there was not enough lines(green signal lines) for us to get a signal or even the internet. Another call to Bell would confirm our suspiscions. We didn't receive the signal, and ended up returning it, feeling defeated. We had been so excited for weeks to finally get high speed internet and now we were back at square one! Had someone told us in the beginning that a)they were getting a different postal code and b)bothered to check if OUR postal code that we'd been giving from the begginning did indeed have signal for the unplugged ALL this would have been avoided. However because no one did, we were caused weeks of grief.

Unfortunately the story is not over. It should have been at this point. We needed the internet, there was no way we were going to go without it, specially with all my children needing it for school. I had to re-instate my second phone line(which I use for the internet only) and also the dial up service. We were told we couldn't get our old line back, we had to get a new one. Also there would be all kinds of fees to re-instate, fees we had to pay for cancelling in the first place etc..etc..in didn't seem to end. We spent hours and hours on the telephone talking to various employees, departments and yes even supervisors. We were so fed up with it all that I called one day and was going to cancel everything!

That day I called after 5pm I believe, when I got home from work, and my call was sent to India! Of course he had no idea about what we'd been through and we had to repeat everything and take him through it all. I was going to cancel, and that was my intention. He assured me that I was a valued customer and that he didn't want to lose me, and said that because of our troubles he was personally going to insure that we have a high speed telephone line installed. He'd call us back in four days and would send a truck out to do it this week. Now I laughed at that and was of course thinking there was no way Bell would do that just for me. Turns out I was right. We never heard from him again and no one knew anything about it. By this point I was at the end of my rope and done with this emotional roller coaster! All of us, my whole family we had had enough! Enough promises, enough problems, just enough with BELL!

Over the next couple of days (one week after the employee in India told us we'd get a high speed line installed) we spent many more hours on the phone, repeating our story to every new person we were transfered to,(because the right hand doesn't talk to the left hand and half the time no one knows what they are doing) We finally managed to get some fees dropped because ultimately it was not our fault that your employees said we'd get a signal when we didn't.

We got our dial up back and our phone line. THAT should have been the end of that. But it's wasn't. Yesterday, I got two bills in the mail for two different internet accounts etc...Turns out the last employee FORGOT to close the account. We had to change our ID and password again and of course in order to have the fee dropped had to go through the ENTIRE story again.

Now I understand that people make mistakes, and alot of the time we excuse that, but there's a fine line between a simple mistake and complete chaos! We have had enough grief with Bell to last us twenty lifetimes! The customer service has completely deteriorated, the service isn't very good and the endless empty promisses are deceiving and unacceptable. If there was another service for our internet and landline telephone I beleive the enormous amount of trouble Bell has dealt us would cause us to change without even hesitating. As for our cell phones, we are ready to switch companies as soon as the contracts expire because this experience has left a very bitter taste in our mouthes.

I have been a customer for a long time, as has my spouse, my daughter, and half my family, and it is simply shocking to see how we are treated and thanked in return. I hope this matter will be investigated and prevented from happening again. I doubt you'll have many customers left if this is how they are treated. I feel like I have been taken advantage of and I feel as if Bell does NOT care about it's customers anymore.

Sincerely,

Therese

<DIV>~"<IMG height=12 src="http://graphics.hotmail.com/emsmile.gif" width=12>Always follow your dreams<IMG height=12 src="http://graphics.hotmail.com/emsmile.gif" width=12>"~</DIV></div> <hr>Windows Live Hotmail with drag and drop, you can easily move and organize your mail in one simple step <a href="http://g.msn.com/8HMBENCA/2752??PS=47575" target="_top">Get it today!</a> </html>

From: Message Author (click here to email author)
Date: Thursday, 07-Jun-07 10:34:39 CDT

Business: Reply Online Consumer: Comment On This

Comment On This

I had posted a complaint toward Bell earlier this evening but felt the need to update the status of my outrage. I`ve been with Bell for 4yrs and growing up we had Bell landlines. Up until today I`ve had adequate dealings with them. I pay $90 a month for an HTC Touch Pro so for that price I expect excellent service. The average cost of cell phones in other nations puts us to shame. Bell & other large phone providers bully customers and keep costs high on things such as text messaging or MB bandwidth. Charging outrageous prices for flying data. Point is, I expect top notch service since I`m paying a monthly amount that rivals some of the most expensive plans in the world.

With that said I`ve been having issues with my 4 month old Touch Pro. It frequently misses calls. Callers will be automatically directed to the voicemail with no evidence of a call taking place in my call history. As I use my phone for my business this is unacceptable. The next issue with the phone is that it draws more power per second than the charger can provice. Sound crazy? It`s not... If you are having a long conversation and your phone is plugged in, it WILL inevitably shut down due to battery power. You are forced to wait 5 to 10 minutes to allow charging while the friend you were talking to is getting your voicemail. In a world of overpriced plans and smartphones I expect more.

Given these problems I decided to phone Bell Mobility. I called them at 2:49pm and was on hold for 2hours and 20mins until I was disconnected. Annoyed and frustrated I phoned back at 5:12pm. Amazingly I got a CSR in seconds of waiting... how does that work? Over a two hour wait and 5 minutes later it becomes a 10 second wait?

Something is seriously wrong with their dispatch department.

The CSR I got this time was monotone and didn`t show much empathy for my 2hour wait. I asked to speak to a manager right away as I know this person couldn`t help me. They agreed and transferred my call.

The only problem was they transferred me to another CSR?

Annoyed & very frustrated I asked once again to speak to a manager. The new CSR agreed and put me on hold once again.

At this point the phone shut itself down. It wasn`t able to operate on the power provided even though it was plugged into the wall outlet. Unbelievable.

5:34pm I phone back after allowing my phone to charge.

I am told by the automated service that there will be a 45min wait to speak to a CSR. I wait 20mins and get someone. Finally, thank god.

This guy was helpful, the only issue was he accidentally hung up on me with his elbow. Yeah really. He phoned on his personal cell phone after he had hung up and appologized. He told me since I was disconnected from the call centre I would need to phone in again and wait. Defeated I said thank you and hung up. At least the guy phoned to tell me what happend.

5:58pm I called Bell Mobility once again. Waited on hold for 45mins. Finally got a CSR. Admittingly I was frustrated and let her know my true feelings for bell all the while telling her it wasn`t personal and that she was doing a fine job.

She told me that all though I spent $150 on an extended warranty 4 months ago. I can only trade in my phone for another Touch Pro.

They were too busy to allow me to speak with a manager but one will be phoning in the next 24hrs.

I will be asking for another model of phone as the issues I have cannot be fixed with a replacement.

Let this be a warning to all cell phone customers. Stay clear of BELL MOBILITY. They are another heartless coroporation.

From: Message Author (click here to email author)
Date: Tuesday, 01-Sep-09 00:19:38 CDT

Business: Reply Online Consumer: Comment On This

Comment On This

I am in shock seeing how many complaints about Bell Canada are on the internet! This was written 2 years ago and I can tell you first hand that nothing has improved, the same long story is happening to us right now, I am still in the middle of it, months later, I am about to lose my job because of Bell and I don't think I can get a phone with anyone else! What to do?? This is sick, people have to speak up!

From: Message Author (click here to email author)
Date: Tuesday, 04-Aug-09 09:30:30 CDT

Business: Reply Online Consumer: Comment On This

Keyword Tags

Complaint #: 145502

<<< Previous Complaint Next Complaint >>>