Retention dept can fix a one time billing error and have done so for me by giving a credit for the billing error amount.

Lol... a one time error... lucky...
I have been with Bev for 4 months now and I have had around 5 billing errors in the 3 bills they have printed. Just checking online billing, my new bill will come without the corrections again.... I'm getting frustrated calling them and not getting my credits applied. :confused:

Gee, this is getting ugly.

The BBB is a good route to take. Here is BEV's company report card from the BBB. http://www.bbbmwo.ca/commonreport.html?bid=19028&language=1&bureau=&bbbid=
This shows that the BBB was able to resolve 86 billing issues.

Here's a better idea!
Everybody that's having billing issues, contact CBC Marketplace. They seem to like doing stories on Bell Canada.

The retention departement will, of curse make you an offer, like giving you some months free or a discount for a period of time, but they are NOT the departement who will fix this issue, since this is a billing isue, not retention. BEV

I can say that is completly true... Retention will not resolve the issue, they can forward it to billing... but, it is up to the billing department if they go ahead and credit it, that's why some of my credits have not been applied. :eek:

Your credits have not been applied because it takes Expressvu up to three month to processes one.
Retention is authorized to give credits , CSR ask for a credit to be authorized. You being with express for 5 months you might not get much from retention as you most likely have 19 months to go on a contract.
To take more than 6 months to get your first bills straighten out is par for this course.

Your credits have not been applied because it takes Expressvu up to three month to processes one.
Retention is authorized to give credits , CSR ask for a credit to be authorized. You being with express for 5 months you might not get much from retention as you most likely have 19 months to go on a contract.
To take more than 6 months to get your first bills straighten out is par for this course.
Funny its Expressvu that takes more 6 months to process a credit; when shaw does it from one bill to another... and, they dont screw up as much as bell.
If Shaw wasnt having so many issues with their signal atm; I would just switch again to them... and swallow the cancelation fee from Bell; most likely I'll cancel Bell next year though. Hopefully for 2009 BEV will have my bill straightened out in order for me to say goodbye.

Another route is to contact the Bell executive/president's office or whatever they call it now. Don't know if they even have this any more but had an issue resolved quickly that way.

You could also counter sue in small claims court. Add a hefty amount for damage to your credit rating. That might get their attention.

For me I had numerous billing problems with Bell Expressvu since I started.

When I signed up last febuary,they charged me a re-activation fee of $55 when I was never told of that and had to fight with them for 3 months to get it removed and eventually after bi#$#ing to a higher level about this I was compansated for the greif they have given me. My blood pressure went up as a result of this and i felt like sueing bell for stress. lol

second issue which is still not resolved is they refuse to send me a paper bill in the mail after calling them numerous times to take me off online billing. To this day I gave up and just set up a automatic transfer from my td bank account of a set amount of $47.31. for digital + 1 theme and fasion tv. If there rates go up or anything strange happens to my bill it aint my problem, either they fix it themselves or call me. As I have done my part in telling them to send me a bill in the mail.

third issue- I told them to consolidate my bell canada bill and expressvu together and again its never done to this date. I guess I will keep it this way.

My lesson from all this "If it aint broke dont fix it"

It seems that my previous statement wasn't clear...

Retention departement will:
-Give credits to make you stay will EV (months free-service dicounts). Those discounts are applied right away to the clients account
-They could also request a credits for a one time billing mistake (a PPV being charged that you claim you didn't order)

BUT

-They won't fix a situation where billing mistake are made for more than a month, or an item charged (like rental cost) over many months when client shoudn't be charged. In those cases the retention will transfer the client to a CSR and the CSR will deal with the situation

bell seems to be the only provider that can't fix things on the spot...i dealt with a BEV billing issue for almost 7 months before it was finally resolved...that was after numerous calls to CS, the executive office and finally the SatisfAction team (an internal department created to assist employees with billing errors, which i thought was rather sad such a department had to exist)...when i got my first rogers bill in, there were three errors...i didn't get my 500 minutes of free LD on my home phone account, i wasn't getting my 15% off my cell phone account (now that i was bundled with multiple services) and i was charged a $20 activation fee in error on my cable account...a few minutes on the phone and the rep fixed all three issues on the spot for me and apologized for the mistake...the interesting part was, one was related to TV, one was cell phone and the other was Home Phone...if that happens with Bell, you have to call each department...mistakes happen, just fix them.

To take more than 6 months to get your first bills straighten out is par for this course.
i quit bell August 3rd...i still haven't received my investments from them (i am moving them away from the company and to my own investment advisor)...i have called every month, and just this friday, i finally received a slip from Purolator to pick up a package (i checked the PIN number and it is from Bell)...i can only assume i finally have my "money"...it has "only" taken them 7 months to release my funds (and we are talking a fairly sustantial amount of money here).

My lesson from all this "If it aint broke dont fix it"

I should have followed that saying and stayed with Shaw... but I got a free HD PVR for my troubles...

Please stay on the topic of the thread "How to deal with BEV Billing errors".

Discussions about rogers, shaw, investments, etc belong elsewhere.

Thanks

Thanks everyone for the replies. Again I spent a few hours yesterday dealing with it but I have now completely documented my case, affirmed that the extra fee was an "equipment charge" for a PVR we actually own, and got kicked upstairs to a "help desk" for the first time ever. The fax numbers these people gave me were the same ones that I got from the ex-expressvu person here, so the advice was good. Today I sent in a 14-page fax with all of my details, receipts, service agreement, the collection agency bill, my check, etc.

The helpdesk agent agreed that my case was egregious and said he can get these things resolved quickly, so I will see if he actually knows what he's talking about before I escalate. I made my demands clear:

--to be reimbursed for the money I spent and am having to fork over to keep my credit good
--to be billed correctly
--to be compensated for the headache
--to receive a formal letter of apology from a high level exec to whom I can speak (yeah, I know, but it's worth a shot).

I will report back. I'm out $509 and that's not counting possible erroneous cancellation fees.

Best,
--JES

JUst revised my bill on the bell website, and behold they did put some of my credits back around $125! Wow miracles do exist... hehe; I'm at a cr now;but still missig around $100 more...