I am your unlucky customer, whom Bell representatives mocked. I am shocked from the tricks and contempt that Bell representatives do to me as to a customer. My interrelation and associating with them is the perfect example of how to break and violate all the rights of a customer and a Canadian citizen. I would like to express my claims about Bell representatives’ work.

My claim is about the wireless service. The problem started in 2009. My husband and I bought a Blackberry phone in a Bell store (in the Conestoga Mall, Bell department, Waterloo, ON), but it had some sort of defect. When we returned the defected phone to the Bell representatives from this store, they promised to fix the problem, and we would receive the phone back in 10 days. Since the store didn’t have any similar model of the Blackberry we had, the representative give us a very old model.
When we came home, we figured out that this old model didn’t work – we couldn’t call anybody and we didn’t receive any calls. That is why we returned this model back to the store right away and got written proof about this returning and the apology from the store representative.
In spite of the representative’s promise to return the fixed phone back in 10 days, we were kept waiting for almost 2 months. We came to the Conestoga Mall Bell department many times and every time we complained about the phone and Bell service. As you understand, we didn’t have ANY wireless service from Oct.24 until Dec.15, 2009. The Bell representatives from this department confirmed this fact in written form, and we still have this written confirmation (the copy of which I have sent to the Bell company about 4 times!)
Nevertheless, the Bell Company sent us a bill for this period of no service. We have called immediately and informed this company about the mistake. However Bell representatives tried to compel me to pay for non-existent service period and refused to hear anything I had to say.
I called many times and then sent three letters with my claims and demands to examine this situation. However, Bell representatives completely ignored all of my arguments and reasons and I didn’t get a single official answer to all my letters. My conversations with them by phone were like a conversation with a parrot who just knows four words. They didn’t listen to me and only repeated one phrase “you have to pay”.
What is important in this situation - ignoring my logical arguments and real written proof, Bell did not forget to send me a new bill every month with the constantly increasing month to month amount for the non-existent service period in the following format:

January – $71.15
February – $71.15
March – $169.60
April – $176.69
May – $183.29
June - over $200
July –over $300
August –over $400
September –over $500
(Amounts are given without the addition of the “late-payment” fee!)

I have found an email of the Customer service manager, Andrea Still, and wrote her a claim. Then I sent three emails with my complaint to Head Office, to Senior Vice President, James Myers. I also spoke with somebody else from this department (this person didn’t give me his name). I demand to fix a mistake and solve the problem. However, the way of solving a problem, which Bell representatives offered me, was extremely strange.
At the beginning they insisted that they have a few calls (phone usage) in their record-report in the named above period. I explained to them that I have no idea where, how and who used my phone, or my number, or anything else during that time (If it is true!), BUT I DIDN'T HAVE ANYTHING and I did complain every 4-5 days to Bell representatives because of this! I sent a written confirmation from the Bell-store representatives (who were constantly bothering my husband and me during that time!) about that fact .
When I explained to them that this is an impossible, absurd, and an idiotic lie [we had neither phone, nor any service during that time – what kind of record-report could there be?], they at once created a new scenario. These people from the Customer service department told that Bell offers just service and it doesn’t response for the defective phone.
My next forcible argument was that Bell is responsible for the phone that it sells. I didn’t bring this phone from some other company but I bought it in the Bell store, as well as precisely this phone was offered me with the promises of a good service and quality. The service ONLY works with this one phone.
After that, customer service’s representatives (finally!) admitted to my arguments and agreed to solve a problem… The solution was more than scoffing and humiliating:
1. Andrea Still offered a discount of 15% for the huge amount of Bell interest that was created by Bell during the period of our argument and “fighting”.
2. The other person offered me to deduct the amount of $71.15 (the period that I didn’t have any service) from the amount of Bell interest.
I was shocked once again. If I am right and they admit the fact that I didn’t have any service in the named above period, what kind of payment could there be? [By the way, I have paid in full and in time for all other services that I really had from Bell!]
I refused both these offers and asked these people from the Customer service office to send me an official answer to my claims and deduct the amount they have created over this period of time. I told them that I would like to have their official explanation of the mockeries and scoffs that I got from Bell during last 9 months.
Of course, I didn’t receive ANY answer from Bell. However, my both phones (cell and home) were disconnected in two weeks, without any notice or call.
The worst part about this is that it happened the day when I brought my husband home from the hospital after his heart operation. I needed to call to the doctor for the consultation because my husband felt extremely ill but I couldn’t. My husband was experiencing immense health risk because of Bell’s irresponsible attitude towards the customer.

As you can see,
1) Bell sold me a phone with a defect. It wasn’t my fault and wasn’t my problem, it was Bell’s fault because Bell is responsible for the products that it sells. Otherwise a customer can’t bring his own phone to have service from Bell. If Bell insists in buying products in its store, it should guarantee the quality of this product, or at the very least make sure there is a replacement that works.
2) Bell couldn’texchange the defective phone and couldn’t provide me with any equal or similar working model for about two months, as well as Bell couldn’t provide me with service for this period. Whose fault? Of course, it wasn’t mine.
3) Bell consciously ignored all of my letters and calls for the duration of nine months and at the same time consciously increased the amount for my non-existent service, hence leaving me to pay more. Bell created a problem for customer and only aggravated the situation.
4) Bell violates customer’s rights and doesn’t want to solve this problem. It only brings a headache; constant nerve-wrecking and time-wasting conflicts. The actions of Bell representatives are fraudulent and unfair!
5) Bell disconnected my phones without any reasons and without any notice and hazards my husband’s health.
Such actions of Bell resemble that of a parasite, which sticks to the skin (of the customer) and sucks out the blood (money). The representatives of this company don’t follow any logic or listen to any rational arguments; they simply try to steal customers’ money.

I signed up with Bell in September of 2009, because I was referred through one of my close friends. He had told me that he had an incredible price. I asked him about the services and he told me that he was receiving 8 television theme packs as well as 5 HD theme packs, 1 phone line with call waiting and caller id, with a fax line built into the line, also mid level high speed internet for $180/month including a Bell PVR free rental for 12 months. When I was on the phone with the sales agent, I had given her my friends information ie. phone number, name. I instructed her to set up a new account with the exact same package and was told that it would be no problem. I received all of the equipment (excluding the PVR) and service promptly. I had purchased my own Bell HD receiverand included with the receiver purchase was a $100 programming rebate upon service activation. To my surprise, I had not received a Bel PVR for the first 6 weeks (November 2009), so I called Bell to inform them that I had not received my PVR and they told me that it was not included. I insisted that I was told that it would be included, and the customer service agent (located in the Phillipines) told me that it was not. I escalated the matter and after 2 days of phone calls, I finally spoke to a manager. She told me that Bell did not offer that Promotion anymore. I explained to her that I was very specific with my expectations when I originally set up my account. I had told them the package that I had wanted and was promised this package and therefore a contract is in place, but they were in BREACH of contract because they were not delivering on the service that they had promised. I then told her that I would not pay any of the bills that Bell was sending, until they rectified the issue.

I continued my service until late December 2009 and I began receiving harassing phone calls on a daily basis from the Collection Department in Bell. I told them again that I would not pay them anything until someone would take care of my problem. I was transferred to a Manager who was FINALLY able to review my account. She reviewed my account and said that a technician would be able to bring by a PVR for me free of charge. I also requested a HD receiver for my home, because I was entertaining someone for a few months. They told me that it would be an additional $10/month for the receiver and NEVER told me that there was a contract involved. If they had explained that, I would have gone out and purchased one for $180. I began having issues with my internet connection in January 2010. I had 2 technicians come by on different occasions to take care of this problem within 2 weeks and were not able to take care of this problem. Internet is a VITAL tool in my business. I am a Real Estate Agent and must be on the internet all the time from home as well as the office, even from my Mobile phone. I decided to upgrade the speed to My Fibe 16 and was told that there was only a difference of $5/month for the additional service. I had another technician come by to install the Better Service and I still was having problems with the interent cutting in and out. I made another appointment for a Technician t come by the home, so I had my Assistant stay at the house to wait for the Bell Service Technician who was suppose to come by between some ridiculous hours like 12pm-6pm. I called her at 6:30pm to check in and see if they had come by, because I was busy and really needed her help and she said that they had not even made a phone call. I was furious and called Bell and was told that there was no service booked. I booked another appointment 4 days later for another technician to come by and they came by again with me being at home. By this time it was March 22, 2010 and again there were issues with the service so I called Bell again like all of the other times with the Technician there and I was on the phone for 3.5 hours because I began going through my billing as well. I realised that they had not given me my initial deposit of $100 back, they had not given me the PVR rental for free, they had been charging me $20/month for 3 consecutive months.

I got the Executive Office number from the technician that was there. I spoke to A John Paul or Jean Pierre at the Executive office, because I wanted to cancel at that point. He assured that they would take care of the technical problems and would give me the rebate of my internet services for the month of March 2010, $60 for the PVR and $100 for the deposit that they conveniently failed to give back to me. He informed me that the HD receiver that I had was under contract even though no one had told me that there was a contract involved. I explained to him that I did not need the receiver any more because my guest was no longer staying with me. He told me that if I did not cancel the service, that Bell would still give me the PVR free until September 2010 and they would give me the other HD receiver until December 2010 for free as well. In Addition to that, Bell would reduce my bill to $126/ month. I requested that this representative send me an email to confirm what he had told me, and he told me that he was not able to send any sort of HARD copy to me. I found that strange, I do not know if these individuals receive bonuses for Customer Retention, but I was lied to again. I regretably agreed and continued this roller coaster of emotions. I still was having problem with my internet and approximately a week later, I spoke to a customer Service agent and explained the problems that I was having and that I wanted to upgrade my Internet service to the My FIbe 25, because the modem could have been an issue according to one of the technicians. She informed me that me bill would go up an additonal $5 for the Faster Service and $4 for the Upgraded Modem rental, therefore making my bill $135/month. I had a technician come by and set up my Internet, and it FINALLY worked properly. I was ecstatic about this. I received a bill a week later for my services and the bill was over $220 for the month of Marcg, so I immediately called Bell and told them I was canceling my service at the end of April 2010. The customer service agent told me that, that was fine. I had sold my house and moved out on MAy 10th, 2010 and I received a Bill via email in an amount exceeding $550.00 for the partial month of March (rebates) all of April and all of MAy. I sent back an email to Bell stating that I would not pay this. I followed up with a phone call to the James Myers Senior Vice President from the Executive Office and was transferred to different people in different departments ie. Television, Interent etc... and I explained to them that I wanted to speak to someone that could speak to me about everything. AGin FINALLY After 3 weeks, I speak to Annie Bussiere and she tries to retain me by offering me $137/month but is limiting my television to half of the themes that I agreed to. This was on Wednesday June 23, 2010. I refused to even listen to any other offerings from her pertaining to my television and internet, because she would probably want to minimize those services as well. She told me that she could cancel my services without penalty as long as I returned the PVR and HD receivers. I asked her if she could send me the email on Wednesday June 23 since it was only about noon and she told me that she would be sending me an email on Monday June 28th, 2010. When I asked her why it would take her almost a week to send the email to me, she did not have or even offer an explanation. Monday came and went and I did not receive an email, so I called the number she had left on my email and I could not even leave a message, let alone get through to anyone. She called me Tuesday afternoon and told me that she did not have my email address, and I reminded her that it was Tuesday and not MOnday, she was a day late and she should have written the email down that I had given to her on Wednesday. She again had no answer for me.

The company is terribly run, I would have have to explain all the problems and troubleshoot the system with someone from the Phillipines who has absolutely no Technical training whatsoever. After jumping through hoops to be transferred to the ACTUAL technician which are located in Hamilton, they gave me their direct number in Hamilton, because we had so many problems with the internet service. I invested so many hours into this NIGHTMARE. Do not make the same mistake that I did. I am compensated quiet well for my time and efforts in my business, now what about all the time I lost? Is BEll going to compensate me? What about all the stress and aggrevation? What about the potential to pursue them legally? WHy not go back and listen to those conversations, that they solely record for their benefit? They lied, cheated, offered an inferior service to Rogers and they lost me from Bell Mobility 3 years ago. That is another story I will be posting as well. I should have learned my lesson the first time. Rogers offers 50 megabit service where Bell offers 25 megabit, Rogers cable service is very rarely interrupted, where Bell's Satellite service is disconnected when there are snow storms, rain etc... Rogers is a far superior Service Provider, Make your choice. I have many holes in this story, because this is another 3 hours, I have invested into my frustrations with this company and I refuse to invest anymore. I will be distributing this message all over the internet. If you have any questions, please do not hesitate to contact me directly at 647-302-5075. Since beginning these complaints, Annie Bussiere (Assistant to James Myers who is the V.P.) from Bell sent me an email stating that my bill was only $204.74 on June 23rd, 2010 and then received another bill on

June 26th, 2010 in the amount of $352.19 and yet another email on July 26th, 2010. requesting the amount of $82.35. I have left numerous messages through email as well as phonecalls to speak to James Myers (vice President) in regards to ALL of these concerns, with not one response from this individual. I guess mismanagement begins at the top. How are you to be professional, when the executives have no conception of respect or integrity.

I do not know about anyone else, but the service I have received from Bell has not been good. I never get things like billing, the right packages etc right the first or second time. Half the time I cannot understand the people on the other line due to language issues. Plus I was lied to about a contract and they have also changed the contract since i signed it and I cannot get out of it.

Over all very dishonest and they could care less if you stayed as a customer.

I got a 3 year plan and cell phone through Bell. After 5 months my phone keeps shutting off. I took the phone to Bell World and they informed me that it had water damage and my warranty was void. She showed me something inside the phone that was supposedly a different color that tells them the phone has water damage. Noone showed me the inside of the phone when it was purchased so how do I not know it was like this already? The phone has been discontinued and I feel all Cleo cell phones should be replaced by Bell. Terrible quality!

Having issues with a cell phone and plan that I just bought 2 weeks ago... was told (and documentation supported this) that I have unlimited evenings and weekends... on Friday night we got a message saying that we have 1 minute remaining, so I called Bell today. Was told by the rep that she couldn't do anything, because the cell plan we have is supported by another division (Solo) and they are not open until Monday. Explained to her that I don't want to wait until Monday, as I'm supposed to have unlimited evenings and WEEKENDS.

Asked to speak with a supervisor, and thats where the call went ugly. His name was Joey, and he was absoluetly the worst at customer service I have ever spoken to in my life. Every time I'd start to say a sentence he would cut me off, which made me completely irate. He was rude, obnoxious, and there were a couple of times that he let out little laughs because he was not able to help me.

Because of this, I would not recommend Bell to anyone in the world. In fact, do whatever you can to avoid using them. It's sad that there are only a couple of ooptions as far as local phone/internet service, but unless you want to wait on hold for 30 minutes only to be treated in a rude and disrespectful manner, don't use BELL! How this jackass was promoted to a supervisor role is beyond me, but this is one customer that is going elsewhere, because some dumbass decided that he is able to sleep through his customer service training and treat customers like crap!