all these billing issues do seem troubling...i am not sure what the deal is...i haven't really had any of them, so i wonder if it has something to do with "new customers only".

perhaps you "existing customers" should be happy, as maybe that is another thing that ONLY new customers get.:p

I received my latest bill yesterday, with no trace of the 60.00 worth of credits I am due from the 'Free HD Value Pack for 6 months' promotion of September 2005. This was for new subscribers purchasing an HD receiver (supposedly a 10.00 credit x 6 months to offset the cost of the HD value pack.

I called Bell again today, and this time was told that my file shows these credits have been submitted twice before and both times been refused. Never mind that I was never notified of this, even on the three previous calls talking to customer service. I was repeatedly told on previous calls I would see the credits on 'if not the next bill, then the one after'.

Today I was told the reason, and I had him repeat this because I couldn't believe what I was hearing, was because 'Bell has never had any promotions on purchased equipment - just rentals'. They're nothing if not creative, those people - I've had a different story every time I've called.

So the man is either flat out lying or just seriously misinformed - and told me I had to send them proof there was a promotion. Any out there have a hard copy or a link to evidence of this well advertised promotion (which I believe was in place for about 3 months). I bought the equipment at Best Buy on September 17 of 2005.

The 60.00 may not be worth all the aggravation this is causing - but I am still in a state of disbelief that this company would go to such lengths to avoid paying it - and continue to provide ongoing disinformation to their customers. Is this part of their CSR training?

BTW - this guy told me he didn't understand why I hadn't been told this before (in the previous 5 months), and he would be very upset about it - then told me there was nothing he could do.

i have to go to hockey now, but i will look up the info when i get home...i am quite sure there was an HD promo on, but i will need to verify the eligibility requirements for it...i will post later today with the details...hopefully that may provide some help.

DJ, you already did that for me in a previous thread I started about the problem:

http://www.digitalhomecanada.com/forum/showthread.php?t=36697

I posted this update here, as this thread seems to cover the broader issue of billing problems with Bell in general.

I appreciate your posting the information, and fully realize that the promotion was in place. Apparently Bell is denying that they ever did so, even saying they have 'never' had promotions on sold hardware - which is why I was looking for some actual evidence of the promotion.

I can even Google for the following:

+bell +"HD Value Pack"

And one of the first archived page links listed shows the following:

bell.ca - HDTV System - Model 6120
Get the HD Value Pack free for 6 months when you rent or buy the Model 6120* ... bell.ca Credit (1), $25.00. PPV Credit (2), $20.00. Total:, $75.00 ...
www.bell.ca/.../ 61065.details;EVOSESSIONID=DGLmcFvT1Z0VfnJYhk2LmWW3DnzbsQZfy Q43TwBnd333W5f27Vfy!-656200380 - 30k - Supplemental Result - Cached - Similar pages
[ More results from www.bell.ca ]

Unfortunately this doesn't show the date, but it directly refutes their claim that they have never had a promotion on hardware. The link this points to has of course long since been changed.

Today I was told the reason, and I had him repeat this because I couldn't believe what I was hearing, was because 'Bell has never had any promotions on purchased equipment - just rentals'.


I bought my 9200 in August, and hav received the credits...

Again, BEV has messed up and not given my my rental credit agin this month, even though they said they would rectify the problem last month. I am subtracting it from my payement, but it is turning into a bookeeping mess as an amount is showing overdue, and interest is applied, but I'll be damned if I give them the money so that they can credit me some day. It's a mess, and will just get worse as until they fix it.

I bought my 9200 in August, and hav[e] received the credits...
I bought my 9200 in July 05 and still have not received the $100.00 credit, after almost a dozen phone calls later. Incompetence is a three-letter word: BEV!

wow skypilot. I got that pretty quick. Didn't have to hassle to get it either. Most people on here got it quick as well.

the fact that many times the left hand doesn't know what the right hand is doing, if not corrected very soon, will be the downfall of the entire company...there are many customers that get frustrated with one aspect of the company's services, and cancel ALL of them...while i realize that mistakes can be made, there is no excuse for many of you having to endure the troubles you have to get these issues rectified.

i am going to a "kick off" to ring in the new year on monday in mississauga...depending on who is there, perhaps i can get some info on how i may be able to assist many of you in here, who are not getting legitimate concerns taken care of properly.

well, i received my third bill. When I opened my mailbox and saw the envelope I was filled with dread. I just knew that at least an hour of my time was about to be wasted and my stress level was going to go through the roof. I was right. No credit for the mistakes on the first two bills and the third was wrong as well! How is this possible. And then the kicker. When I phoned in there was no record of any work orders being sent to the credit department! I had to go over all three bills in detail AGAIN and be told AGAIN that credits would be applied in 6-8 weeks and that I should pay the whole amount to avoid interest charges. I CAN'T BELIEVE IT! How can a company function like this. I read a previous post where someone said that BEV incompetence was going to affect customers from using any Bell products and all I can say is I will never purchase or sign up for any product even remotely related to Bell. Although I really liked their olympic ads with the beavers!!!!

Rather than calling Bell file your conplains/issues using the link below, you should get a response within 1-2 days.
PS Aways write down the csr's name and number when you talk to them over the phone, in case you need in for the future.

https://www.bell.ca/ecare/PrsCSrvCtUsSat_Eform.page?pageUrl=form.jsp

deliG, send an send an email off to: executive.office@bell.ca

they will be able to take appropriate action to rectify the situation in a much more timely manner.

Thanks for the info. I have been writing down all names and documenting all details including time on hold for all my calls after the first one. One of the CSRs was quite surprised after he came back from 'reading my file' (which should at that time have only had one notation on it) said offhandedly 'sorry about making you wait' and I said 'oh you mean the 14 minutes I just sat here? Don't worry - I have your name'. Not that BEV is likely to give a rats a**. Hope he had a good coffee.

i am going to a "kick off" to ring in the new year on monday in mississauga...depending on who is there, perhaps i can get some info on how i may be able to assist many of you in here, who are not getting legitimate concerns taken care of properly.

dirtyjeffer...

it has been a week since your new year "kick off"...any encouraging words :rolleyes:

Ok, so after I posted a complaint with the CRTC, and copy/pasted it to a complaint to Bell's abuse department, this is what happened:

1) Bell responded saying sorry, they'll fix it, but it will take 4 weeks since billing is a different department.
2) CRTC responded saying they didn't want to get involved, since it's outside their scope (possibly a carbon copy repsonse?). They also forwarded my compaint to Bell (not sure who in Bell).
3) The same day that they did that, Bell rep calls my house, and tells my wife that they rectified the problem, and it would show up on my next bill.
4) MY BILL WAS FINALLY CORRECT!


YEHHHHHHH!!! I think it's B/S that I had to jump through all those hoops for them to fix a error on their part though. Simply rediculous.

Kudos to both Telus & StarChoice who look at and fix billing errors while you're on the phone.

I can't imaging a "billing department" which has to correct errors when the customer is not there to tell them the exact problem. No wonder it takes 6 - 8 weeks!

One day after I got a bill I called and had a BEV CSR fix a mistake ,she fixed it then told me she could see a problem I'm going to have with my next months bill but she can't fix it till they send it out to me and I call back.No lie.

One day after I got a bill I called and had a BEV CSR fix a mistake ,she fixed it then told me she could see a problem I'm going to have with my next months bill but she can't fix it till they send it out to me and I call back.No lie.

Yes, but have you received the next bill yet? I have been told that they have fixed the problem and then the next bill comes and its not fixed ... and when I call in again there is no record of the previous call ...

dirtyjeffer...

it has been a week since your new year "kick off"...any encouraging words :rolleyes:
it was mentioned the critical focus for the year will be "First Call Resolution"...there is no reason for customers to call in many times to get the problem fixed...this is not only very frustrating for the customer, it is VERY costly to the company, both in costs incurred for calls to the call centre, as well as potential lost sales for customers who leave out of frustration...many of these customers, also have more than just one service, so it can be quite costly to the company to lose these high value customers...one of the things recently annouced was a special "hotline" for our stores to use when we have the customer with us to get issues resolved on the spot...i have used it a few times, and they have been very good.

only time will tell if the "vision" will become reality.

A lot of companies can resolve billing issues on the first call. They can tell you what your amount owing is and correct billing errors in one call. Bell CSRs cannot do this due to billing software issues. I know this because I asked a CSR if they could tell me what my amount owing was and he told me he could not. I am sure this is as frustrating to the CSRs as it is to customers.

Imagine ordering a product and being told they don't know how much it will cost, then being told to overpay and trust the company to refund your money. Imagine that that company bills 30 days before delivering the product, charges interest 10 days before you have received the product and takes 30-60 days to issue refunds. No need to imagine, just deal with any Bell company.