Going nuts with Bell Mobility


mike457
#1
Last summer, I was going to be away for two months, and I made the mistake of arranging automatic withdrawals from my bank account to pay my Bell Mobility bill. Bell did withdraw money, which didn't always agree with my account balance, but I didn't worry about it because I'd seen an article in The Globe saying that Bell Mobility was having billing problems and it would be rectified soon. In February I suddenly received a bill for over $200, so I called customer service, and they insisted that they were not withdrawing money from my bank account. I called again when there was a withdrawal in February, and I was told I'd have to call regular Bell. I called regular Bell, who shifted me back to Bell Mobility, who told me I'd have to go to my bank to get the number of the Bell Mobility account that the money was being paid to. So, after a morning in the bank, I called Bell Mobility again on March 23rd and gave them the account information. The customer service person said she would have to email the billing department because they can only communicate with them by email (!!!), and she would call me back in a week. A week passed; no call back. I called again, and had to call twice because I was put on hold and then cut off. The woman I spoke with promised they'd get back to me soon. A week passed; no call. I rang again and was cut off while on hold. I spoke with another man who said he'd be back to me in a couple of days and promised there'd be no more withdrawals. Meanwhile, Bell Mobility withdrew more money from my bank account. I called again and spoke with a supervisor, who promised that he would call back in a couple of days and that I would have had to call before the billing cycle on March 28th (needless to say, I had!!!). That afternoon, one of the previous customer reps called me back, said I had spoken to his supervisor, and left a message saying he would resolve it as quickly as possible and get back to me soon. Another week passed and I called again. I was told that they had finally received a reply to their email, and I would receive a credit to my account. When I asked the supervisor I spoke with why it took so long, she replied, "That's how long it takes to investigate these things." Happily, I wasn't close enough to rip her head off, because her whole superior manner had me furious.

At no point in all this has anybody said they were sorry or really been helpful or even called me. I don't want a credit to my account; I want my money back and I want to cancel my account. I have accounts with regular Bell, with Sympatico, and with ExpressVu, and for five cents right now, I'd cancel them all. I'm not someone who is abusive on the phone; I'm just old-fashioned enough to think that "customer service" means "customer service."

What I'd really like right now is the contact information for someone at Bell Mobility who would actually pay attention to how awful their customer service is. I've wasted a lot of time while they took almost $300 from my account, and a credit doesn't cut it.

Any contact information would be much appreciated!
Thanks for reading
 
whicker
#2
I have had problems with Bell 'services' in the past and after getting the run around I finally sent a not very nice email to executive.office@bell.ca This was after I had made a phone call to the Customer Relations and getting put on their call screening (answering). I was not a happy camper.
I told them in no uncertain terms what the problem was and what I was thinking and that for a company that is supposed to be service orientated they were an embarrasment.
It worked.
My problem was solved plus a little bonus.
Give it a try, it can't (shouldn't) hurt anything and who knows ....
 
mike457
#3
Thanks Whicker for the suggestion. I've given that a shot, and fired off a couple of emails to their customer service people. I called back Monday evening at the suggestion of one the email people and asked for an account statement. I spoke with a guy who, after keep me on hold for a while, said that he coulnd't figure out what was happening with my account. He said he would call me back the next day, which he did (A FIRST!). Unfortunately, he still couldn't figure out my account. I explained that I wanted a cheque, not a credit to my account, that I wanted to know why the amount they were reimbursing me was $50 less than the amount they withdrew from my bank account, and that I wanted a written statement of my account. He said he would call me back tonight (Thursday). Funnily enough, no call! I just can't believe this . . .
 
whicker
#4
mike457 If you really, really want a cheque for the entire amount, and, if you have a lawyer, use it - if it won't cost too much. Another idea would be to let Bell know that you are going to be sending a letter to a paper with your treatment.
 
Wolfmaan
#5
I simply *cannot stand* Bell Canada I have had such a problem with them. Please read the letter which I sent to the President Of Bell Canada - of course its been two weeks and I have gotten no response - BEWARE OF BELL!

--------------------------
For over six years, we have been loyal customers to Bell Canada and Bell Mobility. During that time we have had nothing but grief with your company. The events over the last few days have made us leave your company permanently, but we feel you always have your hand out for more and more money, never providing service in return.

About Two ago we purchased a brand-new Kyocera 7135 Palmphone from the “Bell World” store in the Pen Centre, St. Catharines, Ontario. Several times that phone has been returned as defective, but all except recently have been repaired under the extended warranty we purchased. A few weeks ago the phone stopped working properly again and we sent the phone out for repair, in the meantime we got a loaner phone from you.

A few weeks later the store calls and states my phone is ready to be picked up. Upon arrival to the store, the clerk stated “it would not be economical for us to fix the phone” and handed it back to me unfixed, then asked me to sign papers to that effect. The store was told “we’re not signing anything” and we took the loaner phone and left the store. The clerk stated we would be charged for the loaner phone, to which we replied “whatever”.

Before we arrived at our vehicle, the loaner phone which we were supposed to be charged for, and was now technically “ours” was disconnected leaving us paying for now a third phone a two phone service contracts that we could no longer use.

Further investigation into the matter showed us that we now must continue paying almost $500.00 for a phone which is broken, $200.00 for a phone that we cannot use (the loaner phone), and $800 for a cell phone and plan which we most certainly do not want anymore (our one working phone and plan) plus pay per-month for a year for a service we cannot use. No one is interested in helping us. We are not interested in keeping the working phone and plan because if the phone breaks – we have been shown we will loose even more money, and gain much frustration.

Upon speaking with a manager at the phone center she said they are not interested in providing us with any resolve to the issue except we must keep paying for your unusable services. The manager was quite rude. The manager of the phone center also stated if we will be charged for the loaner phone, but they refused to activate the phone.

We attempted to contact Kyocera – the manufacturer of the cell phone and they stated the phone may have been damaged in such a way that is not covered under warranty. The extended warranty which may cover the repairs is responsibility of the phone company. The reason the phone was not repaired was listed as “water damage” the phone has not been exposed to water whatsoever. We were very careful with the phone.

The loaner phone was returned to the store the next day, but somehow the keypad was locked on the phone. The phone store refused to accept the phone back locked. As a result we contacted the phone’s manufacturer Audiovox who wrote us an e-mail back stating all phone centers have master unlock codes and there should never had been an issue with unlocking the phone.

Constantly having to pay and pay and getting no customer service, no help whatsoever by any of your staff has forced us to leave your company and go to a place where the staff cares about their customers. Our new phone company was appalled by our story of how you have treated your customers of six years, however they are more than happy to provide us with cellular phones which work, and a flexible contract to suit our needs.

Had we been offered a free lesser-model phone in exchange, free of cost, we would have – at that time, accepted it and continued to be customers of Bell. We would have even continued paying for the broken phone, and continued with our contract.

As a result of the poor customer service and lack of care – we are now forced to pay a years contract, and thousands of dollars for cell phones which is broken. This is the worst experience we have ever had.

In closing we would like to request you look into this matter, and perhaps help your staff become courteous and helpful to the customers you still have. We would like to request being let out of having to pay for two useless phones and service we cannot use, but so far have gotten nowhere.

---------------------------------
 
kalok
#6
Quote: Originally Posted by Wolfmaan

I simply *cannot stand* Bell Canada I have had such a problem with them. Please read the letter which I sent to the President Of Bell Canada - of course its been two weeks and I have gotten no response - BEWARE OF BELL!

--------------------------
For over six years, we have been loyal customers to Bell Canada and Bell Mobility. During that time we have had nothing but grief with your company. The events over the last few days have made us leave your company permanently, but we feel you always have your hand out for more and more money, never providing service in return.

About Two ago we purchased a brand-new Kyocera 7135 Palmphone from the “Bell World” store in the Pen Centre, St. Catharines, Ontario. Several times that phone has been returned as defective, but all except recently have been repaired under the extended warranty we purchased. A few weeks ago the phone stopped working properly again and we sent the phone out for repair, in the meantime we got a loaner phone from you.

A few weeks later the store calls and states my phone is ready to be picked up. Upon arrival to the store, the clerk stated “it would not be economical for us to fix the phone” and handed it back to me unfixed, then asked me to sign papers to that effect. The store was told “we’re not signing anything” and we took the loaner phone and left the store. The clerk stated we would be charged for the loaner phone, to which we replied “whatever”.

Before we arrived at our vehicle, the loaner phone which we were supposed to be charged for, and was now technically “ours” was disconnected leaving us paying for now a third phone a two phone service contracts that we could no longer use.

Further investigation into the matter showed us that we now must continue paying almost $500.00 for a phone which is broken, $200.00 for a phone that we cannot use (the loaner phone), and $800 for a cell phone and plan which we most certainly do not want anymore (our one working phone and plan) plus pay per-month for a year for a service we cannot use. No one is interested in helping us. We are not interested in keeping the working phone and plan because if the phone breaks – we have been shown we will loose even more money, and gain much frustration.

Upon speaking with a manager at the phone center she said they are not interested in providing us with any resolve to the issue except we must keep paying for your unusable services. The manager was quite rude. The manager of the phone center also stated if we will be charged for the loaner phone, but they refused to activate the phone.

We attempted to contact Kyocera – the manufacturer of the cell phone and they stated the phone may have been damaged in such a way that is not covered under warranty. The extended warranty which may cover the repairs is responsibility of the phone company. The reason the phone was not repaired was listed as “water damage” the phone has not been exposed to water whatsoever. We were very careful with the phone.

The loaner phone was returned to the store the next day, but somehow the keypad was locked on the phone. The phone store refused to accept the phone back locked. As a result we contacted the phone’s manufacturer Audiovox who wrote us an e-mail back stating all phone centers have master unlock codes and there should never had been an issue with unlocking the phone.

Constantly having to pay and pay and getting no customer service, no help whatsoever by any of your staff has forced us to leave your company and go to a place where the staff cares about their customers. Our new phone company was appalled by our story of how you have treated your customers of six years, however they are more than happy to provide us with cellular phones which work, and a flexible contract to suit our needs.

Had we been offered a free lesser-model phone in exchange, free of cost, we would have – at that time, accepted it and continued to be customers of Bell. We would have even continued paying for the broken phone, and continued with our contract.

As a result of the poor customer service and lack of care – we are now forced to pay a years contract, and thousands of dollars for cell phones which is broken. This is the worst experience we have ever had.

In closing we would like to request you look into this matter, and perhaps help your staff become courteous and helpful to the customers you still have. We would like to request being let out of having to pay for two useless phones and service we cannot use, but so far have gotten nowhere.

---------------------------------

why did you go to hell Canada/Mobility? eh.. i mean.. Bell..

Anyways.. what's your current provider now?

kalok~
 
I think not
#7
Nextel. Are they in Canada? I don't know. All I know is I roam when I visit.
 
kalok
#8
Nextel is U.S.

Canada has 4 Major provider, Rogers, Fido (own by Rogers), Bell and Telus.

kalok~
 
no1important
#9
We really do not have any competition up here, or not much anyways. I have had all 4 at various times and they all managed to annoy me one way or the other somehow.
 
nitzomoe
#10
without another GSM provider their really is no competition, if u like nextel phones why didnt u go with enxtels roaming partner TELUS in canada?
 
mrmom2
#11
Bell sucks and I can't wait to tell them to go F**k themselves when my contract is up.Their billing is a total scam every month i spend 2 hours trying to get charges reversed.They are total scammers
 
nitzomoe
#12
after there billing system collapsed their service has just plummeted to all new lows.

Then again with rogers ive seen no advantage, sure the service is alrite but when a customer has to ask for a discount or advantage so that i stay on rogers, to me that reaks. Loyalty is supposed to be offered to customers to stay, not begged by customers to get a better discount. Dunno what im gonna do this october when my service with rogers ends. Thinkin Telus cause of my workplace...
 
kalok
#13
You can't say that there's no competition, I work for Rogers Wireless and I do see there is competition, the plans are going cheaper and cheaper.

kalok~
 
nitzomoe
#14
Quote:

You can't say that there's no competition, I work for Rogers Wireless and I do see there is competition, the plans are going cheaper and cheaper.

kalok~

though rate plans are somewhat cheaper(cant get plans for 15$/month anymore other than with telus in winnipeg which is 1000 miles from where i live) and do offer considerable benefits, few of them compare to older plans such as the old cityfido, or the clearnet plans which offered per second billing, caller-id and vc as part of the package as well as evenings from 6 which is now an addon. I heard Rogers is changing all their plans to 9pm evenings eventually.

however that is not the crux of my statement. the main problem is that with Bell/Telus pursuing EVDO and EVDV its is now a forgone conclusion that Bell/Telus will stay on CDMA. Though proponents of CDMA will enjoy this, those who use GSM are at a loss as there is only one gsm provider in canada. Because of the merger, there is only one definitive source for more "sophisticated" users.

Anybody who doesnt see the downfall of Fido, with their crappier and crappier monthly plan changes and rumors that they are going per-minute for their billing is blind. Soon fido will disappear like clearnet did. I am part of the minority with an old corporate plan on ROGERS from years ago with a company i no longer work for, but new clients are feeling the pains of a GSM monopoly. if u want to get any phone u want and use it on any service Rogers is the only provider.

as stated i am wish to renew my service but am forced to stay month to month as the 7 CSR's i spoke with refuse to put me onto a contract at all, stating explicitly that i must change my rate plan to do so. They cannot offer me a rate plan similar to my one: 200 daytime, unltd evenings/weekends from 6 and caller id. $20/mthWhich leaves me ina precarious position. As a loyal customer i am not asking for anything special, just a contract to secure my plan for the next 3 years. Hell, im not even asking for a phone upgrade or any free stuff! if the was the old fido i would take it in a flash, but after the merger there cheapest plan gives me very little. If there was another gsm provider this would not be the case as they would be in direct competition.

The main problem is that a significant minority, prefers GSM because of the phone swap feature and the global roaming. Thats why i originally chose ROGERS over anything else. Though i have recieved satisfactory CS i cannot believe that they are forcing me into a mnth to mnth term, essentially waiting until i am without a contract and then changing it. Essentially theres no competition in the GSM arena.

sorry for the rant, but it had to be said
 
kalok
#15
^^
So you mean, Rogers is not letting you to renew on your current plan which is $20/mth for 200minutes daytime and nights/weekends unlimied including Call id?...

this is funny... Coz that's their retention plan...
Are you sure you've talked to customer retention?

kalok~
 
nitzomoe
#16
yep, i spoke with a few ppl inclient retention and loyalty and they said that i had to stay month to month, at which point they can change my rate plan at any time.
 
kalok
#17
actually NO, if you dont' ask to change, they will not change it for you.

I've been working for Rogers for a good 7 years. The only case that I see ppl required to change is the following :
- Customer themselves wants to change
- By upgrading their phone
- By renewing their contract for promotional offers (X months unlimited local calling, X free pics and txt messeging, etc)

And don't worry, as soon as i see there's good plan for retention, i'll let you guys know so you guys can benefits from it.

kalok~
 

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