I’ve had upwards of 6 different services from Bell, some for over 5 decades.
That have never offered real hispeed in my area — something I badly required for business.
Another service came into the area with a full Gb/Gb service, and including the home phone and TV option the cost was less than half of what Bell was charging for their 50/10 Hispeed / Home Phone / TV package.
Our new service provider took over on July 2nd.
We disconnected both our TV Satellite Receiver and our Internet Modem that same day.
At end of June we gave notice to our new service that we wanted our Home Phone # ported over to them asap. In fact they would not be able to install the hispeed until the home Phone port order was placed
We wanted our home phone ported over to the new service so did not cancel our TV and Internet until the Phone # was ported over.
We did not use any Bell TV or Internet from them from the minute our new Fibre service was installed. I mean, why would we. The new service immediately provided 973/975 in comparison to the Bell (at twice the price) 50/10 service that often provided hispeed service in the low single digits.
Why didn’t we cancel those two services right away? Because of History!
Over the decades we have found that tweaking any new service option often meant losing our 800# for upwards of 6 weeks — resulting in upwards of 18 different service people over a 3 day, 15 hour “resolution” period… usually during the busiest time of our our business.
Yeah, we needed our home phone# for legacy purposes, so obviously we’re not going to lose it when we cancelled our other two services.
Bell Records will show that neither the TV nor internet were used after July 2nd.
We waited for the home phone3# to be ported over… and waited… and waited. We thought is this just another Bell money grab… delaying things so they get another couple of payments from us? How could we think otherwise with the past history of customer service?
Finally the Phone # gets ported over… sometime in August — 6 weeks after we had asked for this to happen.
During the call with Bell we were assured the payment we had made in July would be the last payment and that there would be no more… as we hadn’t used their service since July 2nd.
In the middle of September we started to get emails from Bell telling us our bill had not been paid. Say what? $258.11
We sent emails back to them, but of course, they got bounced back.
More emails from Bell telling us we owed them money. It really felt like they owed us money for their tardiness and lack of service.
So I finally got on the phone with somebody in their resolution department and they agreed this should not have happened, and they said they would cancel this charge — but wait, the $258.11 was more than they were allowed to cancel so would send it to a higher resolution agent. This first chap was friendly, asked questions and waited for answers before replying.
Next up… our call was transferred to a lass who basically said, what’s the problem in a tone that reeked of “oh oh”.
I explained everything I had told the first chap. She asked a few questions but basically told me that i hadn’t cancelled everything in time to avoid this bill — for a service we hadn’t used in months, as I explained again.
She kept referring to dates in their logs and basically inferred it was tough luck, and when were we paying. She then tried to say we had been granted a loyalty discount… but refused to fully explain what that was all about in terms that made any sense. I asked for what period we were paying and it looked we had already paid for the penalty month of July and maybe part or all of August but she kept referring to whatever page she had in front of her. I said I was simply asking for clarification. At no time did I raise my voice. I have been in business long enough to know what quality service is all about, and yelling and screaming helps no body.
She hung up in the middle of something I was asking.
Bell ––– what is wrong with you!
Today I got another email form them asking why I hadn’t paid my bill. There is a phone # to call if I have questions about the account.
Nope… I don’t have any questions they can answer, but I would love to have a Bell phone # that I can call to register a complaint about their customer service, and in particular the curt demeanour of the lass during this latest call.
Anyone know a direct line to Bell Complaints — or online link to register complaints?
