Knows No Bounds
Posts: 3,311 
Videos: 2
Location: 50° 30' N, 104° 38' W
Videos: 2
Location: 50° 30' N, 104° 38' W
July 6th, 2006, 02:19 AM
Damn. Every now and then I find a really good reason (beyond the usual ones about clean air and water, helpful neighbours, beautiful landscape, etc.) to be glad I live in Saskatchewan where I can deal with publicly-owned crown corporations for services like that, and complain to my Member of the Legislative Assembly when they screw me up, and be certain of getting results. I wouldn't touch Bell Mobility, or Telus, or Virgin, or any other private sector outfit for phone service, it's SaskTel for everything because they're publicly and politically accountable. And as a result, in my experience SaskTel's customer service is faultless, reliability is bullet-proof, rates are competitive, and there's no possible motive for trying to rip me off.
Come to Saskatchewan. Life is better here.
Damn. Every now and then I find a really good reason (beyond the usual ones about clean air and water, helpful neighbours, beautiful landscape, etc.) to be glad I live in Saskatchewan where I can deal with publicly-owned crown corporations for services like that, and complain to my Member of the Legislative Assembly when they screw me up, and be certain of getting results. I wouldn't touch Bell Mobility, or Telus, or Virgin, or any other private sector outfit for phone service, it's SaskTel for everything because they're publicly and politically accountable. And as a result, in my experience SaskTel's customer service is faultless, reliability is bullet-proof, rates are competitive, and there's no possible motive for trying to rip me off.
Come to Saskatchewan. Life is better here.
Newbie
Posts: 5
June 3rd, 2007, 09:57 AM
If you track marketshare over the last three years you will see that Bell Mobility is the only company that has been consistently losing marketshare !
Yes they are growing - but Telus and Rogers are growing faster.
Learn about the Advanved Spectrum Auction (2008 )
and how to ensure more competition - Telegopoly.com
If you track marketshare over the last three years you will see that Bell Mobility is the only company that has been consistently losing marketshare !
Yes they are growing - but Telus and Rogers are growing faster.
Learn about the Advanved Spectrum Auction (2008 )
and how to ensure more competition - Telegopoly.com Newbie
Posts: 1
September 22nd, 2007, 10:50 AM
(Letter written to Bell Canada December 5, 2006, but never sent – as I did not find any address to send it to)
To whom it may concern,
I am writing this letter to express my extreme dissatisfaction with the Bell services that I received. I am a long-time customer of Bell Canada and had the following services: Bell Home Telephone, Bell ExpressVu Satellite, two Bell Mobility cell phones on a family plan as well as Sympatico High Speed internet.
I have had many minor problems in the past with my billing which used to be easily resolved by a phone call directly to the service provider in question. However, when advertisements came out for the One Bill service (having all bills joined together on one bill), I took advantage of the program with convenience in mind, but it has been a disaster ever since.
Since I have registered for the One Bill in the summer of 2006, I noticed that many overcharges were occurring on my bills. The result would be ridiculously high monthly totals in the range of about $400.00 to $600.00. One incident was when I had my satellite installed. At the time the system was installed, I was told that I was renting the three receivers and that a promotion would lead them to being free for one year. However, once I received my bill, I had been charged $99 per receiver among other things which resulted in a satellite bill in excess of $400.00. The problem was not easily solved. When I called to notify Bell ExpressVu, they did not believe that I had only rented the receivers, and told me that I had purchased them. It took over two working days of arguing with them for me to finally resolve this issue. I had to fax them the contract that I had signed that clearly indicated that I had in fact rented the receivers, and then it took over a month for the charges to be removed from my account.
Then there are the never ending problems with my cell phone bills – Bell Mobility. In September 2006, my husband and I decided it was time to get new cell phones for our family plan and switch to a plan at a lower cost. Because I had been a customer for over 3 years, I was offered a plan for $50/month which included 100 free daytime minutes, free calling to each other, free incoming calls, free voicemail, caller id and call waiting. I was pleased with this offer, took it and signed the three-year contract. Then I received my first bill which totaled over $400. There was a $299 cancellation fee for my husband’s phone that we did not cancel (it was working) plus the phone charges which were in excess of $180 (which was double what we were paying on the old plan). When I called to have this $299 cancellation charge removed, it took almost 4 hours of trying to get in touch with someone who knew what was going on. Finally, with much arguing and being transferred and hung up on, someone credited our account for the $299 cancellation fee.
Two months later (November 2006), I realized that I was still being charged ridiculous amounts for my cell phones. The bills for the last three months since September – the time that we had switched to a lower cost monthly plan were consistently over $180 per month. Finally, I called again to have this issue resolved, again with much arguing and being put on hold and transferred to different departments, until finally speaking to someone who figured out that the person who had switched our monthly plan at the Bell World store had not made the changes on my husband’s phone and that we were being charged for every single minute on his account. This person informed me that he would make all necessary credits and get back to me (which never happened).
Now, as a result of all this hassle and arguing around different departments for overcharges, my One Bill account has been spiraling out of control. Since September, I have had extremely high monthly bills that I simply could not afford. The One Bill has consistently been well over $350.00 and up to $600 per month. If I could not pay within the bill date, the next bill would appear as double this amount – over $1200 (plus I was not willing to pay the overcharges and supposedly get credited the month) because I do not trust anyone at Bell to be careful enough to give me my hard earned money back, so everything has gone out of control.
Because of the fact that everything was on One Bill, and the fact that as of November my One Bill now totaled over $1200, they decided to cancel ALL of my services, including my telephone and my internet. This opened a new problem . I work as a contractor from home and need access to the internet in order to do my job so my internet is very important to me. When my internet service was disconnected, I noticed that all offices were closed and that I could get in touch with absolutely no one to assist me. I made a $380 payment to One Bill and requested that they send it to Sympatico so that they could reconnect my service as soon as possible. I was unable to work for a few days because of this. I spent entire days at work calling and being put on hold for over 45 minutes to end up speaking to people who did not care less about my problem and who lied to me telling me that my service would be reconnected by midnight. I was lied to by at least 6 or 7 different individuals who barely spoke any English.
I spent more than two hours in a boardroom at my day job in order to have privacy at work trying to resolve this issue. The first time I called, it took about 20 minutes to get connected to a person who told me that they would not reconnect my service until the full $1200 was paid (which is ridiculous because my internet service totals were not over $240). When I asked to speak to a manager, I was put on hold and hung up on. The second time I called at around 10:00 AM, I waited at least 30 minutes to be told that the amount was transferred to Sympatico and that my internet services should be connected within the next 24 hours. I told them that I absolutely had to have it connected by at least midnight since I work from home at 5:00 AM, I was lied to and assured that everything was done and it should work. I had doubts that anything was done so I called back in the afternoon and finally spoke to someone who spoke proper English. He told me that the account still did not show as being paid!!! He put my Sympatico account balance to zero and told me that my service should be reconnected sometime in the evening around 5:00 PM. I was thankful to him and told him that I appreciated his help and we ended our call.
I got home in the evening and tested my internet and it did not work. I called Sympatico only to find out that the customer service office closed at 5:30. I could not even get access to technical support since the machine would only tell me that “customer service is now closed”. I found another Sympatico number in my phonebook 310-4411, there I was able to reach some kind of support, but found it rather strange that each person I spoke to there was from India. I have nothing against people from India, but wonder if Bell Canada has now outsourced its services to India in order to save on labour? Anyhow, I was repeatedly told that the account has not been activated and sometimes I was given the ‘it will take 24 hours to restore your connection’ or ‘your internet service should be reconnected by midnight’. So of course, I was under the stress of potentially losing my job over this, so I stayed up until midnight to try my internet. It did not work and I kept trying till 1:00AM without any success. I was up at 5:00 AM to try it again, nothing worked.
Tuesday Morning, I telephoned Bell Sympatico and explained my situation, I was told to hold while they transferred me to the credit department. At the credit department, I was told that they would not reconnect my service until full payment for the OneBill was received!!! Therefore I was lied to all day Monday, by numerous individuals. My balance at Sympatico was supposed to be zero and everything was supposed to be fine but in was in fact not.
I am extremely insulted by everything that has happened to me with Bell. I have been unable to work, I have been lied to and insulted and cannot understand why at least my internet should not be connected if I paid it in full.
I am extremely fed up with the service at Bell Canada and have decided to cancel all of my services. I feel as though Bell Canada has beaten and tortured me as well as request payment for this treatment. In order to keep my sanity, I must avoid as much as possible Bell Canada.
My point in all this is the fact that Bell Canada really has no intention of actually serving its customers. Bell Canada is a huge corporation that has monopoly over the telecommunication market and takes advantage of this to charge ridiculous amounts to their customers knowing full well that there are no other options for consumers and therefore provide extremely poor customer service.
Therefore, from now on, as much as possible, I will avoid Bell products and will encourage others to do the same.
If anyone knows how to go about a class-action lawsuit or file a petition for the lousy service - please count me in!!!
(Letter written to Bell Canada December 5, 2006, but never sent – as I did not find any address to send it to)
To whom it may concern,
I am writing this letter to express my extreme dissatisfaction with the Bell services that I received. I am a long-time customer of Bell Canada and had the following services: Bell Home Telephone, Bell ExpressVu Satellite, two Bell Mobility cell phones on a family plan as well as Sympatico High Speed internet.
I have had many minor problems in the past with my billing which used to be easily resolved by a phone call directly to the service provider in question. However, when advertisements came out for the One Bill service (having all bills joined together on one bill), I took advantage of the program with convenience in mind, but it has been a disaster ever since.
Since I have registered for the One Bill in the summer of 2006, I noticed that many overcharges were occurring on my bills. The result would be ridiculously high monthly totals in the range of about $400.00 to $600.00. One incident was when I had my satellite installed. At the time the system was installed, I was told that I was renting the three receivers and that a promotion would lead them to being free for one year. However, once I received my bill, I had been charged $99 per receiver among other things which resulted in a satellite bill in excess of $400.00. The problem was not easily solved. When I called to notify Bell ExpressVu, they did not believe that I had only rented the receivers, and told me that I had purchased them. It took over two working days of arguing with them for me to finally resolve this issue. I had to fax them the contract that I had signed that clearly indicated that I had in fact rented the receivers, and then it took over a month for the charges to be removed from my account.
Then there are the never ending problems with my cell phone bills – Bell Mobility. In September 2006, my husband and I decided it was time to get new cell phones for our family plan and switch to a plan at a lower cost. Because I had been a customer for over 3 years, I was offered a plan for $50/month which included 100 free daytime minutes, free calling to each other, free incoming calls, free voicemail, caller id and call waiting. I was pleased with this offer, took it and signed the three-year contract. Then I received my first bill which totaled over $400. There was a $299 cancellation fee for my husband’s phone that we did not cancel (it was working) plus the phone charges which were in excess of $180 (which was double what we were paying on the old plan). When I called to have this $299 cancellation charge removed, it took almost 4 hours of trying to get in touch with someone who knew what was going on. Finally, with much arguing and being transferred and hung up on, someone credited our account for the $299 cancellation fee.
Two months later (November 2006), I realized that I was still being charged ridiculous amounts for my cell phones. The bills for the last three months since September – the time that we had switched to a lower cost monthly plan were consistently over $180 per month. Finally, I called again to have this issue resolved, again with much arguing and being put on hold and transferred to different departments, until finally speaking to someone who figured out that the person who had switched our monthly plan at the Bell World store had not made the changes on my husband’s phone and that we were being charged for every single minute on his account. This person informed me that he would make all necessary credits and get back to me (which never happened).
Now, as a result of all this hassle and arguing around different departments for overcharges, my One Bill account has been spiraling out of control. Since September, I have had extremely high monthly bills that I simply could not afford. The One Bill has consistently been well over $350.00 and up to $600 per month. If I could not pay within the bill date, the next bill would appear as double this amount – over $1200 (plus I was not willing to pay the overcharges and supposedly get credited the month) because I do not trust anyone at Bell to be careful enough to give me my hard earned money back, so everything has gone out of control.
Because of the fact that everything was on One Bill, and the fact that as of November my One Bill now totaled over $1200, they decided to cancel ALL of my services, including my telephone and my internet. This opened a new problem . I work as a contractor from home and need access to the internet in order to do my job so my internet is very important to me. When my internet service was disconnected, I noticed that all offices were closed and that I could get in touch with absolutely no one to assist me. I made a $380 payment to One Bill and requested that they send it to Sympatico so that they could reconnect my service as soon as possible. I was unable to work for a few days because of this. I spent entire days at work calling and being put on hold for over 45 minutes to end up speaking to people who did not care less about my problem and who lied to me telling me that my service would be reconnected by midnight. I was lied to by at least 6 or 7 different individuals who barely spoke any English.
I spent more than two hours in a boardroom at my day job in order to have privacy at work trying to resolve this issue. The first time I called, it took about 20 minutes to get connected to a person who told me that they would not reconnect my service until the full $1200 was paid (which is ridiculous because my internet service totals were not over $240). When I asked to speak to a manager, I was put on hold and hung up on. The second time I called at around 10:00 AM, I waited at least 30 minutes to be told that the amount was transferred to Sympatico and that my internet services should be connected within the next 24 hours. I told them that I absolutely had to have it connected by at least midnight since I work from home at 5:00 AM, I was lied to and assured that everything was done and it should work. I had doubts that anything was done so I called back in the afternoon and finally spoke to someone who spoke proper English. He told me that the account still did not show as being paid!!! He put my Sympatico account balance to zero and told me that my service should be reconnected sometime in the evening around 5:00 PM. I was thankful to him and told him that I appreciated his help and we ended our call.
I got home in the evening and tested my internet and it did not work. I called Sympatico only to find out that the customer service office closed at 5:30. I could not even get access to technical support since the machine would only tell me that “customer service is now closed”. I found another Sympatico number in my phonebook 310-4411, there I was able to reach some kind of support, but found it rather strange that each person I spoke to there was from India. I have nothing against people from India, but wonder if Bell Canada has now outsourced its services to India in order to save on labour? Anyhow, I was repeatedly told that the account has not been activated and sometimes I was given the ‘it will take 24 hours to restore your connection’ or ‘your internet service should be reconnected by midnight’. So of course, I was under the stress of potentially losing my job over this, so I stayed up until midnight to try my internet. It did not work and I kept trying till 1:00AM without any success. I was up at 5:00 AM to try it again, nothing worked.
Tuesday Morning, I telephoned Bell Sympatico and explained my situation, I was told to hold while they transferred me to the credit department. At the credit department, I was told that they would not reconnect my service until full payment for the OneBill was received!!! Therefore I was lied to all day Monday, by numerous individuals. My balance at Sympatico was supposed to be zero and everything was supposed to be fine but in was in fact not.
I am extremely insulted by everything that has happened to me with Bell. I have been unable to work, I have been lied to and insulted and cannot understand why at least my internet should not be connected if I paid it in full.
I am extremely fed up with the service at Bell Canada and have decided to cancel all of my services. I feel as though Bell Canada has beaten and tortured me as well as request payment for this treatment. In order to keep my sanity, I must avoid as much as possible Bell Canada.
My point in all this is the fact that Bell Canada really has no intention of actually serving its customers. Bell Canada is a huge corporation that has monopoly over the telecommunication market and takes advantage of this to charge ridiculous amounts to their customers knowing full well that there are no other options for consumers and therefore provide extremely poor customer service.
Therefore, from now on, as much as possible, I will avoid Bell products and will encourage others to do the same.
If anyone knows how to go about a class-action lawsuit or file a petition for the lousy service - please count me in!!!
Clever Clogs
Posts: 573
September 22nd, 2007, 01:56 PM
Bell changed its services (Internet)
Its more expensive now and thank goodness, we got Ultimate (Old serivce) still online for my home (Unlimited downloading;which means my family can watch Asian dramas)
It costs us approximately $47 per/month and the service is so similar to that of what they have now (its called Performances, not high speed )
Now, $49.95 per/month..+ tax
Lately, I've been seeing increase (if not significant) in Internet services. Even our local Cogeco (Cable company) seem to increase their price a little bit (much better than Bell).
Just a curious research, SakTele(Thank you sir for the message..was Saskatchewan first place to implement health care socialism? Just curious..) is offering better and cheaper services than Bell/Cogeco. How did THAT happen?
Bell changed its services (Internet)
Its more expensive now and thank goodness, we got Ultimate (Old serivce) still online for my home (Unlimited downloading;which means my family can watch Asian dramas)
It costs us approximately $47 per/month and the service is so similar to that of what they have now (its called Performances, not high speed )
Now, $49.95 per/month..+ tax
Lately, I've been seeing increase (if not significant) in Internet services. Even our local Cogeco (Cable company) seem to increase their price a little bit (much better than Bell).
Just a curious research, SakTele(Thank you sir for the message..was Saskatchewan first place to implement health care socialism? Just curious..) is offering better and cheaper services than Bell/Cogeco. How did THAT happen?
Newbie
Posts: 2
December 24th, 2007, 01:02 PM
for those with sympatico, www.canadianisp.com should suffice for finding alternitives as i have. i'm currently living in an area where i can only get dialup, and i'm paying $10/mo for unlimited, instead of bell's $25/mo
for those with sympatico, www.canadianisp.com should suffice for finding alternitives as i have. i'm currently living in an area where i can only get dialup, and i'm paying $10/mo for unlimited, instead of bell's $25/mo
Newbie
Posts: 2
December 24th, 2007, 01:04 PM
also, i'd love to join a class action suit for my mobile. they canceled my phone, tried to charge me $200 cancelation fee... i did NOT authorize that, and when they reconnected it, they reset the contract time to that date.
if anyone has info i can use tward that, i'd be greatly appretiated
also, i'd love to join a class action suit for my mobile. they canceled my phone, tried to charge me $200 cancelation fee... i did NOT authorize that, and when they reconnected it, they reset the contract time to that date.
if anyone has info i can use tward that, i'd be greatly appretiated
Time Out
Posts: 415 
Videos: 3
Videos: 3
December 24th, 2007, 03:04 PM
Quoting nitzomoe
That's a myth. That's a lie that corporations use to scare you into not suing them. The truth is that the Rules of Civil Procedure have provisions for addressing exactly this type of conduct. If you feel that your opponent is abusing the court in order to stall proceedings, you can ask the court to move things along.
the problem with a class action suit is that a company like BM has really good lawyers who will stall the case until the client looses too much money and concedes, all these corporations are pretty good at that.
Newbie
Posts: 1
January 11th, 2008, 03:30 PM
After years and years of taking whatever Bell dishes out to me (2004 billing mess, double billing, other non-sense) I finally came up with an idea of how to try to force Bell to give its customers the service it deserves.
Wal Mart has been doing this to its customers for years and they are one of the most successful companies in the world. So here goes, rules that every Bell customer should demand they receive from their supplier (Bell) and penelties for non-compliance.
Its a stretch, but would make an interesting case against all the nonsense charges customers receive
Bell Mobility, Law Dept., 5099 Creekbank Road, Mississauga, Ontario CANADA L4W 5N2.
Billing and Inquiry Procedures
Billing and inquiry procedures described here within apply to all services rendered that are received by customers named accompanying this documentation (herein “customers”). As long as invoices are submitted on time and all of the requirements are met as outlined in this policy, payments will be issued promptly in accordance with payment terms.
The purpose of this agreement is to provide Bell Canada and its subsidiaries with an understanding of payment process, to identify what is required of that process, as well as how the process can be impacted by proper compliance.
1.1.1 - Authorization of Charges
All charges billed to customers must be authorized under the terms of the user agreement signed at the time of purchase. No other agreement shall be held valid without prior consent by the customers.
1.1.2 - Payment
Payment will be issued promptly provided that invoices are submitted on a timely basis and all of the requirements as outlined in this policy are followed.
(a) Payment process
Invoices received that meet the requirements set forth in this policy shall be paid in full on the due date
(b) To ensure payment is accurate and complete, it is essential that all item detail is correct. It is in Bell Canada and its subsidiaries best interest to ensure that items listed are correct and free from error.
(c) Invoices submitted for services rendered are processed for payment at their full value. Discrepancies for items or cost charged are deducted from payment and explained on a separate remittance or through communication with Bell Client Care.
1.1.3 - Payment deductions
Deductions will be automatically withheld from payment with separate remittance/explanation made to Bell Client Care.
Disputes between payment amount and invoice amount must be made in writing and mailed to customers accordingly. These will be addressed within 30 business days with Bell Client Care representatives. Phone calls are to be made in emergency situations only and any inquiries of a general business nature will not be addressed via telephone.
Items that have been previously refused for payment should not be resubmitted. If necessary, an appointment with a Bell Care representative and the customer should be made to discuss the problem in person.
1.2 Vendor Compliance
The vendor compliance program is designed to encourage Bell Canada and its subsidiaries to carry on practices that support customer satisfaction
This section outlines the Key Performance Indicators (KPI’s) against which your performance as a vendor will be assessed. These KPI’s can help all of us in three ways:
(a) Communicate customer expectation to supplier
(b) Give supplier insight into the value and importance of SOP
(c) Establish a common framework for performance assessment and accountability
KPI’s:
The client care procedures penalty is in effect for all Bell companies and their subsidiaries. Compliance penalties for timely and accurate resolve of billing/service issues will be levied in the form of payment deductions as outlines as follows:
· Failure to provide a detailed log of problem and discussion to client within 5 business days of original complaint
· Failure to properly transfer information from one segment of Bell Canada and its subsidiaries to another
The timeliness of resolve of all issues logged shall be governed by mutual understanding between the client and Bell and its representatives. This agreement shall be further substantiated by Bell providing its customer with detail updates as to the progress of logged complaints. Failure to provide the update is governed in the Client care procedures above. Bell shall obtain, log, and disseminate any information to customers within the duration of the initial telephone conversation only. Subsequent follow up calls initiated by the customer due to failure of updating shall be assessed a penalty of 1% of disputed amount per hour of subsequent telephone follow up.
Disruptions in billing integrity that contributes to follow up telephone conversations with Bell Client Care representatives shall be assessed a penalty of 1% of billing error per hour for subsequent telephone follow up.
After years and years of taking whatever Bell dishes out to me (2004 billing mess, double billing, other non-sense) I finally came up with an idea of how to try to force Bell to give its customers the service it deserves.
Wal Mart has been doing this to its customers for years and they are one of the most successful companies in the world. So here goes, rules that every Bell customer should demand they receive from their supplier (Bell) and penelties for non-compliance.
Its a stretch, but would make an interesting case against all the nonsense charges customers receive
Bell Mobility, Law Dept., 5099 Creekbank Road, Mississauga, Ontario CANADA L4W 5N2.
Billing and Inquiry Procedures
Billing and inquiry procedures described here within apply to all services rendered that are received by customers named accompanying this documentation (herein “customers”). As long as invoices are submitted on time and all of the requirements are met as outlined in this policy, payments will be issued promptly in accordance with payment terms.
The purpose of this agreement is to provide Bell Canada and its subsidiaries with an understanding of payment process, to identify what is required of that process, as well as how the process can be impacted by proper compliance.
1.1.1 - Authorization of Charges
All charges billed to customers must be authorized under the terms of the user agreement signed at the time of purchase. No other agreement shall be held valid without prior consent by the customers.
1.1.2 - Payment
Payment will be issued promptly provided that invoices are submitted on a timely basis and all of the requirements as outlined in this policy are followed.
(a) Payment process
Invoices received that meet the requirements set forth in this policy shall be paid in full on the due date
(b) To ensure payment is accurate and complete, it is essential that all item detail is correct. It is in Bell Canada and its subsidiaries best interest to ensure that items listed are correct and free from error.
(c) Invoices submitted for services rendered are processed for payment at their full value. Discrepancies for items or cost charged are deducted from payment and explained on a separate remittance or through communication with Bell Client Care.
1.1.3 - Payment deductions
Deductions will be automatically withheld from payment with separate remittance/explanation made to Bell Client Care.
Disputes between payment amount and invoice amount must be made in writing and mailed to customers accordingly. These will be addressed within 30 business days with Bell Client Care representatives. Phone calls are to be made in emergency situations only and any inquiries of a general business nature will not be addressed via telephone.
Items that have been previously refused for payment should not be resubmitted. If necessary, an appointment with a Bell Care representative and the customer should be made to discuss the problem in person.
1.2 Vendor Compliance
The vendor compliance program is designed to encourage Bell Canada and its subsidiaries to carry on practices that support customer satisfaction
This section outlines the Key Performance Indicators (KPI’s) against which your performance as a vendor will be assessed. These KPI’s can help all of us in three ways:
(a) Communicate customer expectation to supplier
(b) Give supplier insight into the value and importance of SOP
(c) Establish a common framework for performance assessment and accountability
KPI’s:
- Client care procedures
- Timely resolve of issues
- Billing integrity
The client care procedures penalty is in effect for all Bell companies and their subsidiaries. Compliance penalties for timely and accurate resolve of billing/service issues will be levied in the form of payment deductions as outlines as follows:
· Failure to provide a detailed log of problem and discussion to client within 5 business days of original complaint
· Failure to properly transfer information from one segment of Bell Canada and its subsidiaries to another
The timeliness of resolve of all issues logged shall be governed by mutual understanding between the client and Bell and its representatives. This agreement shall be further substantiated by Bell providing its customer with detail updates as to the progress of logged complaints. Failure to provide the update is governed in the Client care procedures above. Bell shall obtain, log, and disseminate any information to customers within the duration of the initial telephone conversation only. Subsequent follow up calls initiated by the customer due to failure of updating shall be assessed a penalty of 1% of disputed amount per hour of subsequent telephone follow up.
Disruptions in billing integrity that contributes to follow up telephone conversations with Bell Client Care representatives shall be assessed a penalty of 1% of billing error per hour for subsequent telephone follow up.
