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

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

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Complaint #: 145502

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