One of the hidden costs rarily discussed in company meetings from errors is the loss of profit from errors in favor of the customers. Typically a customer will call and complain if an error is made against them and ask for the situation to be rectified. The same customer might very well remain silent if an error is made in their favor. Sometimes the calls coming in to the centers only represent half of the errors. I've been on both sides of the fence with Bell on this. :D
Your saying you think they are twice as bad as we think!Ok

I purchased my 9220 kit on December 28 (05) with the two year contract. I was told by the store that included 6 free months of HD. When I called to activate I asked about it and she confirmed the 6 free months.

After my second bill, Bell is now denying there were any HD promotions during that time and I have nothing in writing to prove it. Does anyone have anything written indicating their was a promotion at that time?

-Mike
unfortunately, the store that told you that was incorrect...the "6 months of Free HD" offer only ran between July 1st and September 30th, meaning it ended almost 3 months before your purchase date...unfortunately, you were misinformed by the location where you purchased it, and that is why BEV won't apply those credits.

While BEV has been very incompetant with there billing of credits I am hearing a lot of problems with stores promising things which are clearly unrue.

Maybe these things need to be put on a receipt and the store needs to pay up.

It is not Bell's fault if the store misinforms you.

When the bestbuy store scewed up by putting me on a 1 yr. contract instead of 2 yr. I was left spinning my wheels with BEV. They said you can only go back to the store. Which I did.......and got a credit of equal amount.

joe

I switched to satellite tv at the end of november and have received two bills so far. Both have been wrong. The reason I am posting is to ask other new customers if the first bill they received billed them for two months but only credited them for one month. I have a friend who joined a bill problem they would fix it immediately. I find it very hard to believe that it needs to take that long. I think Bell is making millions by overcharging customers and it must be illegal. At the least its immoral. Sidenote: My friends only bill so far was $120 over what it should have been.


I have to check my first bill again to make sure it was right! After the second month they dropped my credit for the rental! I've talked to them about two bills now, and I am not holding my breath. I am paying them only what I should and letting the rest accumulate. They can sort it out later if that's the way they want it. Meanwhile I'm keeping a paper trail to cover my ass, and show that I tried, and tried to correct it.
The thing is that by nor correcting the problem immediately they are turning off customers, and making more work for themselves as time goes by and the errors accumulate. Oh well...

Bell are a bunch of incompetent XXXXX. When I used to have Expressvu and DSL I would get erroneous charges on my bill all the time. Most of them were for phone services that I never ordered or even inquired about. There were other times when they charged me for Musicmatch music service when I never subscribed to it. Then they charged me $90 for a dish upgrade that I never ordered and was never done.

In all cases I called Bell and they promised the charges will be reversed on the next bill. The next bill will come and behold - nothing was reversed and what's worse they were continuing to charge me for services that I never ordered. Morons! I had enough of these *******s and now I only have the phone service with them. And even now with just the phone service I double check the bill.

BEV billed me 2 months on my first bill as the indicated this was standard policy. They however only credited my 1 month promo rental. I called to complain and I got the standard, yes there was an error, we will take care of it BUT .. "credits can take 6-8 weeks to show up on your bill"

This months bill came in and I they credited me the missing months rental promo.. the current rental promo and a 25.00 customer satisfaction credit for the problem as well as an apology.


GJ BELL CSR!

Thats better than I was expecting.

feel free to put those comments in the positive feedback sticky...it is good to hear when problems are fixed right away.

Bell does have weird problems with their billings. I was billed for two months, but they only gave me the 9200 rental credit for one month. I phone about it and had one of the most abusive customer service reps I ever remember, who insisted that my agreement says I get $10/mo and that's what I was entitled to.

I had signed up for online billing but they never send a notice that my bill was ready (in fact they have never sent a billing notice period). As a result, I was charged interest of a few bucks and threatened with a $25 fee if I didn't pay within 10 days. It was already 12 days by the time I figured out I had a bill to pay. Why they don't sent an email notice like every other company I deal with I have no idea.

An email to Bell about this absurd situation got a prompt apology, a return of several missed credits (2 months later) and a $25 credit which I assume was their threatened $25 bad boy charge.

The very next bill they dropped my rental credit again, and while they promised to fix the problem in their subsequent email, my most recent bill has no returned credit and again no rental credit for this month....off has gone another email.

By comparison I have NEVER had a wrong billing or missed credits in 25 year from my MTS phone company despite changes in features, long distance carriers, adding highspeed internet or upgrading wires. The same is true from Shaw cable, no billing problems in 25 years. My aunt once had a problem with Shaw due to lost channels in her receiver. They replaced her receiver the next day and give her 3 months credit plus 5 free channels for 3 months and all within the next billing cycle. Bell could take some lessons.

I'm certainly happy I don't have to deal with Bell on any other levels.

For the third month now BEV has missed giving me my rental credit of $10.00 and month. Each time I emailed them and I have subtracted the amount from my payment. They have promptly replied that I could rest assurred that they would correct it, but so far no luck. I can see that they will begin to get nasty about my non-payment of the overchanrges soon! What a mess they create!

i suggest everyone who isn't getting their rental credits properly escalate this issue to the executive office...this is obviously a serious problem and needs to be fixed yesterday.

executive.office@bell.ca

i suggest everyone who isn't getting their rental credits properly escalate this issue to the executive office...this is obviously a serious problem and needs to be fixed yesterday.

executive.office@bell.ca

I suspect there is some computer glitch that removed the credits from a whole bunch of subscribers. I wonder how many have not even noticed the problem. Sometimes I wonder if Bell is just trying to generate a little more revenue!

5th bill from Bell (One Bill) and finally got my activation credit of $49.99 but still no online credit of $50 and they are still billing me $80 for my Ultra Value Combo + HDTV (instead of $78 / month). :mad:

Again online with BEV to go over the bill. The CSR suspect I already got my online credit since the last bill, I received one month free plus $80 credit. Again I had to explain to this CSR that the free month plus the $80 credit was to make up their mistake of not giving me the $120 HDTV credit that I was surpose to recieve from their promotion back in Nov 2005. So the CSR said he'll give me one month free to make up the $50 online credit. He also again promise that my next bill they will have the correct charges ($78 for my Ultra Value Combo + HDTV).

Now to the hardware rental.
They finally included the rental on this bill and of course no rental credit.
The BEV CSR said as per the other help desk (hardware rental department), I should see all the credits on the next bill but he was not able to guarantee it since he is only getting this info from another help desk.

So again, I will have to wait for the next bill before calling back BEV.

I have been waiting for my $50 bell.ca online credit, and my $240 rental credit for 6 months since I signed up in October. I have email proof that bell sent me promising such credits. But the rep on the phone says the billing department doesn't have an email address(!) for me to forward this email to.

They have given me the excuse that because I asked for my bills to be sent in the English language instead of French, my account number had to be changed. In doing so, they have lost track of my credits!

And to top it off they REFUSED to give me the name of the person in charge of the billing department saying "I'm not at liberty to release that information". :mad:

Can you believe it?!?!?!

I think I should buy a 6/49 ticket. Just got my bill in the mail- last month they had overcharged me for NHL-CI. I had signed up when they mistakenly had it for $100 on their website. I told them that I expected to be credited the bit they had over charged me last month, and the amount that would be coming of the next bill.

To my surprise not only did they credit me the $80, but also another $20 on top calling it a "satisfaction adjustment." :D

BEV gives good credits.

wow...i thought i was all alone in my struggles with Bell and the monthly billing! ...then i came across this thread.

reading some of these posts is like deja vu. i have been attempting to get Bell to fix my bill for the last 5 months. They have been billing me every other month for the $2 magazine (every other month i get a $2 credit), plus charging me $25 for my 9200 (without the $10 credit). it's the same story as everyone else...i call each month and complain...they tell me they submitted the request for credit and it will take 6-8 weeks for it to be reviewed, credited, and my bill changed!

it's gotten to the point where i'm now thinking that i might just cancel the whole thing.

I have been waiting for my $50 bell.ca online credit, and my $240 rental credit for 6 months since I signed up in October. I have email proof that bell sent me promising such credits. But the rep on the phone says the billing department doesn't have an email address(!) for me to forward this email to.

They have given me the excuse that because I asked for my bills to be sent in the English language instead of French, my account number had to be changed. In doing so, they have lost track of my credits!

And to top it off they REFUSED to give me the name of the person in charge of the billing department saying "I'm not at liberty to release that information". :mad:

Can you believe it?!?!?!

After emailing bell executive offices yesterday, I received a call from an exec today apologizing for the 6 month wait, and will be receiving a $290 (plus tax) 'satisfactory adjustment' effective immediately.

Hooray! (but I wrote down her name and number just in case...)

If they keep making these mistakes and want to leave, you can probably argue against the early termination fees, since they were the ones not holding up their side of the contract.

BEV's tactics are beyond belief. I've gone through my story before in other posts but since the CSRs started sounding like robots, I fired off a letter to head office explaining to them what I owed and enclosing a cheque. It would have been before they received the letter but I started to get auto-dial calls from BEV with a recorded message saying that my bill was past due and that I needed to pay or get this...they would cancel my service. My service was already cancelled by me...big threat. These bozos actually expected me to pay my entire bill (in other words, overpay) after I cancelled my service while waiting for them to rectify my bill in 6 - 8 weeks. Can you imagine waiting for these guys to mail you out a cheque? I would never deal with Bell for any service again. Luckily, the bulk of their service is centered in the Eastern part of the country.

After emailing bell executive offices yesterday, I received a call from an exec today apologizing for the 6 month wait, and will be receiving a $290 (plus tax) 'satisfactory adjustment' effective immediately.

Hooray! (but I wrote down her name and number just in case...)
this is why i urge many of you with billing issues to escalate these problems...the executive office will fix these problems, and the more people that make the executive office aware of the problem, the sooner they can get this mess fixed for everyone...while i know that the few people in here only represent a small portion of the customer base in general, i want all of you to be as happy with the service as i personally am.