BELL MOBILITY AT ITS WORST - DO NOT SIGN UP WITH THEM (Bell Mobility Contract)

In February 2005, my boyfriend paid his BUSINESS cell phone bill for the month of January in the amount of 606.73 at the bank. We kept the bill with the bank's stamp on it. When we received February's bill in March we saw that the amount of 606.73 showed up on the bill. We called Bell, it had already gone into their accounts receivable department. We explained that we paid the bill, and we had the proof in our hands.... Bell informed us that it was not their problem they had supposedly not received the payment and we needed to speak to someone at the bank. We did that, our bank told us they would contact Bell and fax them information. Bill after bill, the 606.73 was still showing up, again talking to the bank they were having problems dealing with Bell, becasue the bank could not understand what they need, they were faxing everything they had (proof that the money was sent to bell mobility, our bill with the stamp on it, they even went as far as sending a record of that particular days money paid out to EVERYONE that they made a payment to). In May our cell phone WAS CUT OFF. We had been making payments minus the 606.73 every month, and there were notes in our Customer File that were faxing items to them. It's not like we told them to screw off, we were trying as hard as we could to get this taken care of....

I began dealing with Bell leaving my boyfriend and the bank out of it. I got the items faxed to me at work from the bank. I faxed them to Bell,(between the bank and myseld this was the 6th fax) on May 30th (which I kept a copy of), stating on the cover sheet for the fax, that these were directly from the bank manager. If this is not satisfactory to CALL ME. I gave them my work number and ext. No one called me, so I think the problem is taken care of, then the phone was shut of again on June 22nd. I called Acct. Receivable again. I spoke to Stephan, again he told me that fax didn't prove to them the payment was made. I was very calm and collected. I didn't speak rudely to him I let him know my frustrations. I told him that on my previous fax, I indicated on it to call me if the information was not satisfactory... his response... well they don't actually read the cover letters of faxes. ??????????? Ridiculous. So I told him that I would fax it again. With some changes (I actually thought I knew what they needed..... after 4 months) On June 23rd faxed it to the Attn of Stephan with his initials? TRM? Whatever, he told me it take 24-48 hours for him to see a fax.... again ridiculous... but whatever.... he told me he would call me on June 28th. No call... surprise, surprise. So I called again, spoke to Daniel, explained the situation again, he told me they never received that fax. And he told me that I probably sent it to the wrong number. After 5 months of dealing with this, do they think I am stupid enough not to check the fax number?????? So I said fine, I'll fax it again, this time I kept the confirmation from my fax machine (8th fax now). I was told to call back July 5th, which I did. Again the person I spoke to me that the fax was not received. So I told him I wanted to talk to his supervisor. I got Kim.... she didn't even let me explain my situation. She kept interjecting into the conversation, until I finally said Do not talk until I am finished. I was a supervisor of a call centre, so I know how they work, believe me, I would have wanted to know all about the stupid crap my CSR's were telling people on the phone. So all she did was tell me to fax it again. I said no I am not faxing this again. I have a confirmation from my fax machine to yours. So you go and find that fax, cause its there. Then she told me that I had to abide by the policies and procedures of bell mobility...... (I must of missed the part where i wasn't), I told her that i wanted another fax number to send it directly to her... she didn't have one. So I said fine, put me through to your supervisor. She told me she didn't have one. So I said listen here, I was a supervisor of a call centre, I know your lingo, I know you have a supervisor sitting there, so just make this easy for both of us, and put me through. She told me that I could call back when I wanted to abide by Bell's policies and procedures and hung up on me.

Never once, when dealing with any of these people, did I ever raise my voice, be rude, say nasty things to them... not once.... because I know I am going to get better help if I am at least somewhat nice.

By then I was so mad, I went down to the nearest Bell World store..... I spoke to the manager, she faxed it again, to the same number, they wouldn't even give her a different number, and SHE WORKS FOR BELL!!!!! So I called back 48 hours after that, still haven't received any of the faxes. Which I find funny, they received all the faxes that were wrong... but now that I am faxing them what they want (acct number beside transaction!!!!!!!) they don't seem to be getting them. Hmmmmm.

Then I called into regular Customer Service I got that supervisor Scott, went through the whole thing with him, he actually SEEMED to be willing to help. He had a direct fax number (not sure why the Acct. Receivable supervisor didn't have one - he couldn't tell me that either). He put me on hold I faxed it to him, he got the fax, came back to me on the phone and says is this the same thing you have been faxing the whole time and they received it. I said yes. He said well I don't understand why it is not good enough because all they should need is your bill with the bank stamp on it. Where is a wall so I can bang my head off of it?????

So then, I tell him that when this is taken care we're talking about compensation for the EXTREME frustrations, headaches I have been going through for the last 5 months especially the cutting of the phone twice. He tells me that he will call me when it is sorted out. No call, I call his direct line and left 6 voice messages. NOTHING BACK.

So I call Acct. Receivable. THEY HAVE THE FAX, THEY POSTED THE PAYMENT. NO Duh, someonen walked it over to you. And the reason this Scott hasn't returned my calls is because he doesn't want to compensate for anything. Sneakly weasel.... hmmm I think Bell should change its name to that.

But that isn't the end... can you believe that? They have the payment, but instead of posting that they received the payment in February, they posted it that it was received in July. Great, so now, it looks on our bill, that we have had late payments for the last 5 months. Now where do I go about compensation for my time, efforts, frustration?

I hate Bell, they are no good to anyone, and I would love to see someone with enough time on their hands to start a class action civil suit against them. There is not one person that I know that has had a good dealing with Bell, they have screwed with everyone I know.. .this isn't the first time for me either.

Three years ago I aalled about Sympatico, the guy I talked to didn't mention one thing about billing, I assume that a billwould come in the mail... since my ex paid the Bell stuff phone etc, I was not worried about it. I had a chequing account at the Royal Bank that I paid my car payment, student loans and my car insurance, all directly withdrawled monthly. I only put the money into the account that I knew was coming out. Finally my after 6 months my insurance company called about issues on NSF payments. Then the car company called. Bell had been directly taking the monthly fee for the internet out of my chequing account.... an account which I never game them an account number for. Somehow they found out my chequing account number and began withdrawing money. I called, the girl I spoke to said that they would have gotten it from the contract I signed that came with my modem, allowing them to do it....... WHICH SURPRISE, SURPRISE, I NEVER GOT, NOR SIGNED, NOR SENT BACK TO THEM, her response to that, well, we don't actually need it. So, I had to pay 250.00 in NSF fees to the bank, my car company made me start paying my payment through Western Union, I gave Bell another account to take it out of (my ex's). Then they still went through my bank account, I went into my bank and asked them if there was any way to stop this, they told me to give Bell a different account number. I told them I did, my bank told me there was nothing they could do........... Can I cry now???????

Any lawyers out there looking for a class action lawsuit against Bell I'll sign up to it in a minute I hate Bell and can;t wait till my contract is over

sounds like my insurance company....Jerks

You sound like you could use a hug.

Oooo Oooo pick me!!!

ITN

See that mrmom, even the CIA has a sense of humor.....Ooops.

hugs...hmmm, methinks the poor girlie deserves at least a tequila shot or 2

I don't know whether this is true or not but I was told that Bell receives some kind of charge for every CRTC complaint filed against them. If it IS true I think the course of action is obvious

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.

We had the same problem with a $3064 payment!

Faxed copies upon copies to Bell, the bank etc - no luck it still shows on our account. Coupled with the terrible reception, the faulty phones and the fact that between the whole business we spend about 4 hours a day calling Bell to complain, We just switched to Telus and told them to sue us if they wanted.

Here is a copy of a letter i send to the VP of Customer Service at Bell Mobility once per week and which I just sent to the BBB today:

Dear Mr. McCuaig,

I am writing to you in hopes that you may provide assistance relating to my account with Bell Mobility. I became a customer in January 2005 with Bell Mobility.
When I received my February invoice, I became aware of fraudulent long distance charges billed to my account. I had inquired into enrolling in your Family Plan, which included 2 more phones linked with my own account.

At the time of inquiry, your customer service representative assigned phone numbers for the cell phones, but did not send the phones to me, as I asked to hold off on them until I spoke to my children and assessed their needs in a plan.

Upon looking into my February invoice, I realized that the long distance charges had been billed to one of the cell phones I had never received.

Since the month of March 2005, I have spoken to no less than 15 Customer Service Representatives with your company regarding this matter.

Initially, it was suggested that I wait for your Fraud Department to investigate and to disregard the invoice until the matter had been rectified by your company.

I was assured that this would in no way reflect badly on my credit and that I should not contact the Calgary Police Service or the Better Business Bureau, as it was obviously fraud perpetuated internally by Bell Mobility. This was pointed out to me numerous times, by your agents.

Due to the fact that the cell phones had never been activated, the numbers had to be accessed within Bell Mobility and the fraudulent calls made by someone with access internally at Bell.

After waiting 14 days for an adjusted invoice and an explanation for this, I called back.

Nothing had been done.




I was not granted the opportunity to speak with someone in the Fraud Department and instead spent many, many frustrating hours on the phone with your Customer Service Representatives, who had no information, no idea how it had happened in the first place and little to no actual customer service skills.

I began calling every 14 days to inquire into what had been adjusted, what had been done, and requesting each and every time to speak to a Manager, the Fraud Department or any second tier support personnel who could rectify this.

Instead, I was repeatedly told that “someone” was looking into the matter and they would call me when they had figured out what had happened with an accurate statement of what I owed Bell.

The only call I ever received was from a Ramona, who spoke to her Team Manager, Jennifer. She stated in the message (which I have saved on my answering machine), that following the adjustments made, my outstanding balance was “around” $60.00.
I believe she was located in Vancouver, as she began leaving a Vancouver number to call her back, and then switched it to your toll free number.

Shortly after that, I received yet another invoice and it most certainly was not for “around” $60.00.

I have now dealt with this matter for 7 months, with calls to Customer Service every 14 days.
The last one I spoke to informed me that there was no way I could receive a detailed account of my invoice. He didn’t have TIME to explain how I could owe $588.00 on a cell phone that has been out of service for most of the last 7 months.

I requested an explanation of how I could owe $588.00 for a phone that was functional for approximately 10 days in June, before they turned it back off for non-payment.

This miscommunication between your Departments is something else I would appreciate your looking into for me, as my situation is a classic example of how one department cannot seem to work with another department in order to satisfy customer concerns and complaints.




In closing, I will clarify what I expect to receive from Bell Mobility before you will receive any payment from me:

 I request a detailed summary of the alleged charges I owe for a non-functioning cell-phone.
 I request to speak to an upper-level staff member or yourself about this situation.
 I request a reply to this letter within 5 business days before I seek legal counsel, contact the Calgary Police Service Fraud Unit, and The Better Business Bureau of Canada.
 I demand that this matter be rectified before my credit is further damaged by the abysmal service I have received thus far by Bell Mobility Canada.

The fraud on my account was perpetuated INTERNALLY, a fact which was stated to me numerous times by your employees.

As you can imagine, this situation has now exhausted my patience and I am not willing to spend any more of my valuable time dealing with employees who can or will not provide me with the explanations and closure I demand.

UPDATE: I just received a new bill from Bell Mobility for $915.83...termination fees added to the bill.

This is turning into a Twilight Zone episode!!

there is a toronto star reporter that helps ppl out with these situations, heres a recent article on how she got an individual out fo a contract here
--
btw this si all publicly available and thats why i am posting it. iof i am infringing on any forum rules then i apologize and will take this post down immediatley

Don't worry.. I don't see any problem yet.

Again, Thank You all for giving your experience for providers, regardless they are positive or negative.


kalok~

I feel your pain. My pain with Rogers is no where nearly as long as your struggle with Bell but I certainly understand your frustrations. Those customer representatives are pretty much useless. Not to say they are incompetent...I have a feeling they are just told to ignore the complaints when customers call in. I specifically ASKED every customer representative to pass me off to the "complaint" department and they immediately said, "Oh maybe this other department can help you better than I can." And as soon as they transferred me, the new person would tell me I'm at the wrong department and that they'll transfer me back to the same department that transfered me there in the first place. *sigh* It's horrible...

Anyway, until someone puts to gether a lawsuit against Bell, you might as well just report them to the BBB. If this ever goes to court, every complaint from the BBB will make an impression in court.

Good luck!!

"not my problem"..so call here...and call there.... a bigggg marrri-----goooo-------round..... until we drop dead.. hate call centres!!!!

i suggest you calling Customer service again, and explain in very few little words that your having this type of problem and you faxed over 10 times to 2 different department, and make sure you stil lhave the paper and ask for Manager and talk to them and make sure its taken care by the way ask for Empolyee number beside that ask for direct number for manager that way you could call and do followup in 24 to 48 hrs and ask for his/her time he's working that way you could get him and not his answering mechine and if he wanted to transf you back to Account recivable make sure he's on the 3way calling with you and tell him to stay and taht way its fixed for you .....

*** good luck *** and post what happens ok

Has anyone ever considered a class action law suit against Bell Mobility? I would think with all the money they have screwed customers out of, that there are certainly grounds.

Bell Mobility adressed my concerns and I am now satisifed with the end result.

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.

yea but its too much money... i know lets all gang up and protest outside their stores and get noticed...

everyone write letters to olson on your side... report it to the bbb.... and cause some ****... they have bullied us too long

some story. I am so glad I got rid of my cell phone and switched my land line to Vonage. If I ever need a cell phone again I will avoid bell.

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 - --

(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!!!

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?

for those with sympatico, -- 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

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

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.

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.

All of these stories sound all too familiar.... I too have had the exact same experiences with Bell and I am surprised to see that all of the dollar amounts are very close to the same. I was also charged more than double of what I was quoted at Bell World for my cell phone service. I also recieved a $500 bill for a phone that was inactive, which was higher than the bill for the phone that was being used, which was over $300. So I ended up with a total bill of over $800 dollars. I also noticed numbers showing up on my bill for people I did not know, as well as multiple listing for a number that I know I only called once. When I called Bell about it, the customer service representative started yelling at me and tried to lay a guilt trip on me that I was accusing them of generating phone numbers. I told him that I hadn't even thought of that, but now that you've mentioned it..... He also tried to tell me that one of my children must have gotten a hold of the phone that was inactive and used it. Which didn't make sense, because how could they use it when it is inactive, not to mention I had it put away in a lock box that, only I had a key to. I went through the run around for about three months until I was so frustrated that I told them to just cancel my service and I will go somewhere else. They sent me a bill for $1200 to cancel the contract. I refused to pay them anything and like everybody else it was sent to collections. I still refuse to give them any more of my hard earned money. I cancelled all of my services with Bell, including my home phone and I will never deall with them again.....