Bell Canada Customer Service Issues

I am reaching out on behalf of my mother-in-law. Her account number is [redacted] and phone number is [redacted]. Kindly refrain from contacting her directly, as she is currently under a lot of stress. I am her legal representative and can be reached at [redacted] or via email at [redacted]. She has been a customer of Bell for over 20 years. When she transferred her TV service to Bell, she was misinformed that satellite service was not available where she lives and needed internet to operate the TV. This was incorrect as satellite service is indeed an option. Despite informing the technician that she does not own a computer and has no need for internet, she is now being charged for internet services and McAfee, totaling over $70. She has tried to resolve this independently without success, causing her a great deal of distress. Assistance from the Loyalty department to block the internet service came only after significant frustration. A fair resolution would be for her to receive TV service without additional charges for internet and to be reimbursed for the unnecessary services. I am prepared to pursue legal action if necessary, and will also support other affected individuals in her building if this issue is not addressed satisfactorily.

I am looking to cancel all of my Bell services. This is my second attempt to end my subscription due to the high prices that I can no longer afford. I have paid off the outstanding balance of $[redacted].31 on December 27th, [redacted], via my CIBC bank account. Once I receive my final bill, please disconnect my services immediately. I will not be liable for any further charges once the service is terminated. Kindly provide me with the necessary instructions on how to return your equipment; otherwise, I will return it to the nearest Bell Canada store I can locate. I am dissatisfied with the service and the company's pricing and am moving my business elsewhere. If my request is not honored, I will escalate this matter to the appropriate authorities. Today's date is December 27th, [redacted]. I am officially disassociating myself from any further obligations to Bell Canada. Goodbye.

Hello, I am suggesting a new plan for paramedics and paramedic students in Canada on Bell Let's Talk day. The plan would include a basic calling/texting option with X gigs of free data or unlimited data after identification verification. Paramedics often rely on their personal phones for work tasks due to limited resources. This initiative would provide essential services while supporting mental health. I believe this partnership with Bell would benefit both parties and the community. I have not reached out to any other companies with this proposal. I hope for the opportunity to collaborate with Bell to implement this plan and support our dedicated paramedics. Please consider this idea to help those who work tirelessly for public safety. Thank you, -Ian

I am reaching out to Bell regarding a security and privacy concern on our computer caused by a Bell technician and an unwanted email profile added to our desktop without permission. On January 4, my spouse and I upgraded to iPhone 7 at a Bell store. Following this, we encountered issues with our email on the desktop. During a call for repair, I granted control of my computer to a Bell tech as advised. Although my email problem was fixed, my spouse's remained unresolved. The tech changed the incoming server to IMAP without consent, despite my previous experience where this did not resolve the issue. Despite escalating the matter, a specialist called the following day and attempted to rectify it. However, after lengthy discussions and interventions, a new email profile was added to our computer without authorization. The case was closed even though the issue persisted with my spouse's email. Various attempts to fix this have been unsuccessful, leaving us unable to use the email service properly. I am concerned about the privacy and security implications of the added email profile that only Microsoft seems capable of removing. I am seeking assistance from Bell to restore my wife's previous email setup and remove the unwanted profile to ensure we are receiving the service we pay for. Communication with tech support has been ongoing, but the problem remains unresolved, necessitating a potential in-home visit for resolution. Bell should address this as we should not be charged for a service that is not fully provided.

During the summer and fall, our phone line had frequent issues with static, disconnections, and prolonged outages, leading to multiple service calls. Despite efforts by various technicians, the problem persisted until one tech located the issue in the buried cable. After the cable was replaced, I was promised a follow-up to rebury it in the spring. Additionally, I was informed that our monthly bill would be waived due to the prolonged service problems. However, upon reviewing my financial records, I discovered Bell double-billed me for a month. When I inquired, a representative mentioned the double payment covered a waived bill in September and that a credit was applied in December. To my disappointment, the credit amounted to a mere $6. This experience has left me unimpressed with Bell's handling of customer loyalty and service issues. The lack of consideration and transparency is disheartening for a long-standing customer like myself. It's disheartening to feel undervalued by a provider I have faithfully paid on time. Bell seems more focused on its growth than on individual customer care. Considering switching to Rogers. Thank you. - Susan A.

My spouse and I have a North American plan with Bell after switching from Rogers. We were told Bell Mobility was better, but on our trip to Buffalo on Feb 8, [redacted], we had no service. Despite trying to contact Bell Mobility, we only got help after calling from our hotel. We were advised to switch manually to AT&T and T-Mobile, causing intermittent reception and missed calls, resulting in a loss of $[redacted] in business. Even back in Canada, we had no service until Burlington, far past St. Catharines. My wife couldn't reach her sister in Toronto due to the lack of service. The $10/month reduction offered by the Escalation Team isn't sufficient. We need better compensation and prompt escalation to the Executive Offices. If not, we will raise awareness through media and file a formal complaint with regulatory authorities against Bell Mobility for their failures compared to Rogers Mobility.

To the concerned party, I have faced numerous challenges trying to resolve this issue over multiple phone calls with your company, totaling over 5 hours. The level of customer service provided has been extremely disappointing. My parents, retired and non-native English speakers, are the account holders experiencing the problem. Despite assurances from Mae yesterday, our issue remains unresolved. The caller ID displays as "DRY LOOP" instead of the desired "Maria Kosic" for the phone number [redacted] since opening the account over 2 months ago. This ongoing situation is distressing, and we urgently request a resolution. The lack of progress is eroding our trust in your company, and we are contemplating switching to a competitor who values its customers. Sincerely, Susie Kosic

Good morning. I recently had a technician visit my home to address the issue of no sound on my TV. I contacted Bell's help line and after a 45-minute call, the representative was unable to resolve the problem. They scheduled a technician to visit, but the next day, when I called Bell to confirm the appointment, I was informed no booking was made. After creating a new appointment, the technician promptly fixed the problem in a minute. I am disappointed that I was charged $75 for the service call due to the initial error. As loyal customers of Bell for over 43 years, I believe this charge should be reversed due to the simple fix. I hope for a positive response to my request to reverse the charge. Thank you for your consideration.

My account number is [redacted]84. On March 9, [redacted], I submitted a service request to reactivate my services (Confirmation number: [redacted], Order date: March 9, [redacted] - 02:25 a.m.), but my services are still not active. After checking on March 11, [redacted], I contacted Bell Canada and spoke with a customer representative, Mr. Jay, via live chat. He explained that my request was delayed due to the weekend. He then escalated my request to the level 2 team, and I spoke with Ms. Angelina. She assured me that my services would be activated by midnight on March 12, [redacted]. However, as of 2 a.m., my services are still inactive. Despite my continued follow-ups, my issue remains unresolved. As a 76-year-old, the multiple interactions and delays have been frustrating. I kindly request a prompt resolution and ask Bell Canada to improve transparency in addressing customer concerns to avoid inconvenience. I would appreciate your attention to this matter. Regards, A. Roy

I would like my bill to be corrected to $76.60, as this issue has occurred numerous times over the past year. During my recent attempt to resolve this with Nell from Bell's loyalty department, she unexpectedly hung up on me after I was transferred 4 times over 2 hours. The call ended abruptly on the Bell side. Despite having all the necessary information, she never returned my call. She insinuated that changes were made to my account by me, which I refuted, as Bell has made corrections before. This ongoing problem seems to be rooted in unauthorized increases to my contract, signed for one year of service back in May [redacted]. Despite multiple attempts, the fixes have only been temporary. I continue to pay $76.60, as per my original agreement with Bell. Furthermore, as my one-year bundle is ending, I only require phone service with caller ID and internet. I am interested in negotiating new billing terms. I mentioned the reliable monthly phone and internet fiber package offered by MNSI as a reference. I am seeking a two-year contract with Bell, similar to my neighbor's. Please review my account history before contacting me for further discussion. Harald N. [redacted] [redacted]

On Thursday, April 18, [redacted], I contacted repair services due to having no dial tone and experiencing a lot of static on my landline. When offered a one-year wire care maintenance service contract, I found it challenging to understand the representative's accent and ultimately declined the offer. I was informed that if the issue couldn't be resolved remotely, a technician would visit on Saturday, April 20th between 8am and 5pm due to the holiday on Friday. Although I didn't receive a follow-up call as promised, a text on Friday morning confirmed the technician's visit for Saturday. Fortunately, a technician unexpectedly arrived on Friday, quickly fixing the line. I mentioned receiving a mistaken call from the police due to the faulty wire. The next day, a Bell representative erroneously accused me of making fraudulent [redacted] calls, prompting me to explain the situation. Despite being prompted to evaluate the repair via text, I opted to provide feedback online instead of being charged.

I have spoken with three different Bell representatives without success in resolving my issues and requests. I wish to modify my home internet plan since I do not use the home phone service I have been paying for. The monthly internet bill keeps increasing, and I am seeking a stable and affordable monthly amount. My mobile phone contract with Bell has expired, and I aim to renew it while maintaining the same monthly cost. Furthermore, I want to combine my internet and mobile services into a single bill since currently, they are invoiced separately. Lastly, I inquired about any current promotions for the iPhone 10 as I am interested in upgrading my phone. Many thanks, CC

Regarding MST-[redacted][redacted]-[redacted]: Our experience with the technician who set up our bundle was exceptional. He was professional, respectful, and completed the job efficiently. However, we encountered issues with the initial representative who failed to understand our requirements and transmit them accurately to Bell. Despite requesting the Best package with Starz to access Game of Thrones and Outlander, we currently do not have Starz on our sets. This switch was motivated by dissatisfaction with Cogeco's service. We would appreciate if someone could contact Terry promptly at [redacted]. As retirees who value watching movies but are not very tech-savvy, we welcome assistance over the phone. Kindly refrain from guiding us through self-help options via buttons, as we prefer direct assistance. Thank you. -Terry & Patricia Hutcheon

I have faced inconsistencies when interacting with Bell representatives regarding my account. The agents seem misinformed or inadequately trained, leading to conflicting information. It appears some agents may give inaccurate details just to end the conversation. Initially, I was assured of receiving two mobile devices before my trip, but later informed they were unavailable. This caused significant inconvenience. Despite contacting the expedited call center, the issue persists. The alternative of collecting the phones from a nearby store necessitates setting up a new plan, contrary to my original order. It is imperative for Bell representatives to have a thorough understanding of policies and limitations, avoiding commitments the company cannot fulfill.

I am a member of the military and will be deploying to the Middle East for six months without cell phone access. I asked Bell if I could pause my contract during this time and resume it when I return. They stated they could freeze my contract for $85 per month due to being in the middle of the contract, which is the same as my monthly bill. I explained it would be cheaper to buy out my contract, but the agent couldn't offer any help. It disappoints me that Bell has the Department of National Defence communications contract yet can't support deployed military personnel. I find it unfair that I can pause my TV services, also on a two-year contract, but not my cell phone services. The agent didn't seem concerned that I would end my contract despite being a loyal customer for over 11 years.

I am writing this letter not to complain but to kindly ask for consideration regarding my account. Today, I tried to make an arrangement on my Bell account, but the system froze. When I spoke to a representative, I was informed I couldn't make an arrangement due to a failed one on May 6th. I paid it on the 13th, thinking that was the arrangement date. As a university student pursuing my Masters in Social Work, I sometimes require flexible payment options. I have been a loyal Bell customer for many years and appreciate the quality service they provide. I am requesting an exception for a payment arrangement, hoping to pay my bill in full via Visa debit on July 10th. I was unaware of the consequences of breaking an arrangement and only ask for a brief extension. I will receive my first full-time paycheck on July 10th, allowing me to clear my bill. I kindly request prompt communication as I aim to avoid any service interruption. [redacted] M. Crocker

Subject: Frustration with Bell's Pricing Strategies Dear Mr. Watson, I understand that your time is valuable, so I will be brief. As a long-time customer of Bell, I am disheartened by the practice of needing to leave and then return to access reasonable pricing. This approach lacks focus on fostering customer loyalty and seems to prioritize constantly acquiring new clients. While I appreciate Bell's English programming, the pricing discrepancies are concerning. Upon the expiration of my Bell Fiber residential contract, I attempted to renew but was offered a significantly higher rate. Even the loyalty program would cost me an additional $45 monthly for the same services minus access to Super Écran. As a result, I am compelled to switch to Videotron temporarily before returning as a new Bell customer. Is this the behavior Bell encourages from its clientele? Your reconsideration of these pricing strategies would be greatly appreciated. Sincerely, Alain Auclair 😞 [redacted]

In October [redacted], Bell repair technicians visited my home at [redacted] County Road 44, Long Sault, Ontario to replace a cable. They mentioned that due to frost and snow, the cable couldn't be buried until June [redacted]. Despite multiple calls to Bell, the cable remains unburied in my yard. This poses a safety risk. I have three proposed solutions to address this issue: 1) Please bury the cable promptly. 2) I will suspend payment for Bell services until the cable is buried as promised. 3) I am willing to cover the burial costs myself and bill Bell accordingly, including a fee for my time and effort. Looking forward to a resolution from a Bell representative. Thank you.

Good day, One of your representatives spoke with me and provided me with the following offer for Crave. I attempted to locate it on my TV but had no success. Upon speaking with someone today, I was informed that I can access it by downloading it on my laptop or other devices, which contradicts what was told to me over the phone. I have become frustrated with Bell's lack of explanation regarding their services. As a result, I am planning to visit Videotron this week to explore their offerings since Bell is continually increasing their service costs while removing channels like channel #[redacted] Action, which I pay for monthly. Best regards, D.L. [redacted] You have received this email from Bell Customer Service regarding changes to your programming on June 7, [redacted]. If you have any questions, please contact 1-[redacted] and provide your transaction number ([redacted]) for assistance. Thank you for choosing Bell.

Hi there, I recently spoke with one of your representatives who mentioned a promotion for Crave, but I couldn't find it on my TV as advised. Another representative mentioned I could access it by downloading it on my laptop or other devices, which wasn't initially explained to me. I've become frustrated with Bell's lack of clarity in their offers. I plan to check out what Videotron has to offer this week due to Bell increasing their services while cutting channels, like Action channel #[redacted], which I pay for monthly. Best regards, D.L., Inc. Mechanical Superintendent [redacted]