Complaints

This profile includes complaints for Bell MTS's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bell MTS

  Rm CC100B, 365 Osborne St., P.O. Box 6666 Winnipeg, MB R3L 2A2

• 

  Bell MTS

  Rm. CC100B, P.O. Box 6666 Winnipeg, MB R3C 3V6

• 

  Bell MTS

  35 Main St, Flin Flon, MB R8A 1J7

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:16/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an 80 year old woman moving from MB to BC. I called Bell MTS on Mon Apr 14 to have my internet disconnected Mon Apr 28. I asked for a technician to come and remove the modem and router belonging to MTS. It was installed high on a wall I am disabled and cannot do it. They will not send a tech and will charge me if router and modem are not returned. Their policy is to send a tech for installation but not for removal.

  Business Response

  Date: 16/04/2025

  Good Afternoon

   

  We would like to advise that complaint # ******** can be close as resolved

   

  Reach out to customer to advised we will have a Tech out at her location on the 28^th to pick up her equipment

  We have waved any cost

  As per our conversation we have agreed to close this complaint as resolved

   

  Trevor P

  Customer Relations Associate

  ** ***********************************
  
  *** **************

  Customer Answer

  Date: 16/04/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Karen ****

• Initial Complaint

  Date:24/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19, 2024 somebody used by personal information from Bell MTS to open a new account for Internet, TV and phone in a different address than mine. At that time I had been a customer with Bell MTS for more than 2 years. I first realized the problem when I received an invoice by mail with the charges for another account that wasn't mine. I realized that the account and address was not mine (*********** **** ******* **** **** *** *** ***). I made a police report (# **********) soon after, as suggested by MTS. Despite talking with Bell MTS almost once a month since the incident and after they reassured me that the problem has been resolved, I kept receiving invoices for that fraudulent account every month with a balance that kept increasing. Last week I received a final notice for Bell MTS saying that if the payment for the amount due is not processed by the due date, the account will be referred to a collection agency for recovery. I'm at a lost as what to do next since Bell MTS doesn't seem to take responsibility for allowing this to happen and stop the process using my name.

  Business Response

  Date: 07/04/2025

  This matter has  been brought to the attention of the appropriate team, who are currently working towards a resolution. We have been informed that corrective action has been initiated and the matter resolved.

  Customer Answer

  Date: 08/04/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We haven't heard anything (confirmation or answer) from Bell MTS that our problem has been resolved. As far I we know, it hasn't been resolved. 

  
  
  
  
  Sincerely,
  
  
  
  Ruben ******

  Business Response

  Date: 24/04/2025

  ** **** ***** ** ******* *** ***** **** ********** We have forwarded the complaint to the appropriate team within Bell and corrective action has been taken. Specifically, we have escalated the matter to our fraud team, who will be contacting the complainant directly. Fraud complaints require specialized handling, and this team is best equipped to address their concerns.

  As our involvement is limited to forwarding this type of complaint, we have no further information to provide at this level. The complainant will need to await contact from our team.

   

  Sincerely,

   

  Gillian  *********

  Customer Relations Associate

• Initial Complaint

  Date:12/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DSL Internet service since 2019 established at **** ***** ****** **** ******* ****** **** **** *** ** ***** Nov 2022 to Room W715 Private Room) and internet service working until Feb 28, 2025.
  
  Contacts to Bell/MTS tech support since Feb 28 to March 10th 2025 - with no resolution
  
  CALL Date Time Minutes Seconds
  MTS 1-800 09-Mar 12:53 PM 0 0.47
  MTS 1-800 09-Mar 10:39 AM 0 0.12
  MTS 1-800 09-Mar 9:33 AM 0 0.22
  MTS Cust Care 03-Mar 12:33 PM 13 0.12
  MTS Cust Care 03-Mar 10:25 AM 10 0.4
  MTS Cust Care 03-Mar 10:18 AM 0 0.1
  MTS Cust Care 03-Mar 9:19 AM 0 0.39
  MTS Cust Care 04-Mar 9:36 AM 0 0.39
  MTS Cust Care 05-Mar 5:35 PM 22 0.12
  MTS Cust Care 06-Mar 6:05 PM 0 0
  MTS Cust Care 07-Mar 1:23 PM 47 0.38
  MTS Cust Care 07-Mar 7:36 AM 0 0
  MTS Cust Care 10-Mar 9:52 AM 69 0.6
  MTS Cust Care 10-Mar 9:50 AM 0 0.8
  MTS Cust Care 09-Mar 3:22 PM 45 0.54
  MTS Cust Care 09-Mar 1:23 PM 47 0.38
  MTS Cust Care 09-Mar 7:36 AM 62 0.2
  MTS Cust Care 10-Mar 5:05 PM 25 0.45
  
  Hours spent trying on tech support chat 4.5 hours
  Hours spent on mobile phone 6.13 hours
  Hours spent on site with tech 4 visits 21.5 hours
  Driving back and forth to obtain modem from MTS store and swap out 2 hours
  
  Current time without access to internet service Feb 28th, 2025 to March 12th, 2025 and continuing as I await Bell/MTS to make contact in the next 2-3 business days as per their resolution claim form submitted on Wednesday March 5th, Friday March 7th and Monday March 10th with no call back or communication from Bell/MTS.

  Business Response

  Date: 17/03/2025

  We sincerely apologize for the recent service interruption. The internet outage has been resolved, and we have confirmed the fix. We have also provided appropriate coaching and feedback and applied a service to credit to your file to compensate for the downtime. 

  Customer Answer

  Date: 18/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:28/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Door to door sales rep for Bell MTS offered an internet package and a prepaid **** gift card for $***. Have all the details in email.
  
  Rep did not forward the details to Bell so their customer service is unable to process. Contacting the rep and getting told oops I made a typo so go away.
  
  Would not have agreed to the terms otherwise******* ** ************ ****************

  Business Response

  Date: 28/02/2025

  Hello ****, I am happy to assist you. Please forward the original email to our office so we can verify this offer was sent to you by the door to door rep. You can forward that email to [email protected]. 

  Thank you,

  ****

• Initial Complaint

  Date:28/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 2024 and February 27, 2026
  
  Bell MTS. I have internet service with MTS. Sometime in 2024, Bell switched the service they have for internet email contacts and lists to another provider. When I tried, in late October or early November 2024 to update one of my lists, I was unable. I phoned tech support at MTS. I got an agent who said the there was a problem with the new service, that I cannot go back to the old service/platform (which worked well) and that MTS might (I emphasize "might" correct the problem in the future. Again today, I have tried to update the same list. Once again, the program does not allow me to update the list. So I tried created a new list. The program or platform will not allow me to do that either. This is at least 4 months since I first reported the problem -- when I was told that many others have complained about that same problem. I called MTS again today, and got technical support. I was obviously transferred to a call centre ********** ** * ***** **** ****** ******** ******* ** *** ***********  The agent I spoke to was not familiar with the program and could not help me at all. After a few minutes, I hung up. I began trying to contact someone in authority to make my complaint. However, the only phone numbers on the MTS site is for technical support, billing information, etc. I phoned the only number listed and pressed "6" for other issues. Once again, * ******* **** ******* **** *** **** ********* **** ******* *** another agent who seemed to have no idea at all of what I was talking about. I asked for information about how to speak to someone in authority in MTS about this ongoing, unresolved problem. She was unable to provide that information -- or refused to provide that information. I am losing hours of my time trying to resolve this problem and am receiving absolutely no help from MTS.

  Business Response

  Date: 28/02/2025

  Dear Thomas,
  Thank you for detailing the issues you've experienced with your email service since the platform change in November 2024. We understand your frustration.
  We have no further information to offer beyond what our technical support team has already provided. Unfortunately, we cannot revert to the previous email platform. There are currently no updates to share regarding future changes.
  To resolve the issues you are experiencing, please contact our technical support team directly at ************. They are best equipped to assist you with technical problems related to your email service.
  We appreciate your patience and understanding.
  Sincerely,
  The Bell MTS Team

• Initial Complaint

  Date:18/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our BellMTS promo expired on December 22, 2024. Our new internet would cost $*** plus taxes, this is $*** less loyalty discount of $** from December 24 2024 onwards. We find this high, so we searched for new internet providers. We found ******** and the same internet of 1 GBPS will only cost $***** plus taxes or $***** for 12 months. Due to this huge savings of more than $**/month, we decided to switch to ********.
  I called Bell MTS to cancel their service and to return the modem. I waited for more than an hour to speak to a representative who just transferred me to another rep. I finally spoke to the right rep who asked me why we are cancelling. I told them that we switched to ******** because we are saving more than $**/month for a year. The sales rep told me that she could match the same offer and without expiration as we are loyal customers. We were promised that the new price would only be $***, inclusive of taxes. Though this is still higher than ********, we decided to stay with Bell MTS. I then called ******** to cancel and return their modem. I reinstalled the Bell MTS. Due to this, we got charged for $***** by ******** and only got refunded for $****. After a month, we received the new bill from Bell MTS showing $** discount and the new bill would be $*** plus taxes. I called to complain and they told me that the next bill would show the new discount of $**. When I checked our account, we noted that they gave a discount of $**, but removed the old discount of $**. Even then, these two discounts will not bring it to the $*** taxes included as promised. ** **** *******. MTS said that their notes did not reflect the promised discount that I'm claiming. As the call would have been recorded, I demand that they share that recording to prove our claim. They should honor what they promised and they should compensate us for the ******** charges of $$****** Bell MTS promised this discount without expiration and now they are claiming ignorance of such commitment.

  Business Response

  Date: 06/03/2025

  Good Morning

   

  We would like to confirm the you can close the BBB complaint #******** as resolved

  We talked to Rowena about her complaint

  Was able to fix the internet price point and offered a one time credit to the account

  This offer was accepted to close the BBB complaint as resolved

   

  Have a Nice Day

   

  Trevor P

  Customer Relations Associate

   

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Abuali & Rowena *********

• Initial Complaint

  Date:14/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trespassed on my property, installed their equpiment on my property without an easement as confirmed by a land surveyor the local goverment planning and a title/easement search.
  
  Then proceeed to ignore me and deny me internet access that is provived by the same equpiment they tresspassed to install.

  Business Response

  Date: 13/03/2025

  It appears here was an FTTH upgrade requested as per the customer for the business due to requiring faster internet speed. Service was installed and upgraded accordingly to the customers request. Upgraded speed has been implemented and eligible due to upgraded infrastructure. 

• Initial Complaint

  Date:31/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer for Bell MTS for Internet and Mobility for quite some time. Their internet ****** and unreliable.
  It goes off an on constantly when we are on the Internet and trying to watch tv. I went on their site to see if we could get possibly one of their many higher mbps options. When I looked at the site and looked at my bill I discovered the current rate for the one I am paying is $** and they have been charging me $** for this ****** internet. I called and they kept trying to tell me I am actually getting a discount and the current price is $*** even though I was looking at the website. They eventually said they will give me a discount down to $** per month, yet I won't get the money back I am overpaying which they still wouldn't
  admit to despite it being on the website. And they still can't even get me a higher mbps despite my central location yet **** *can offer me a higher mbps at the same price as Bell's lowest? **** **** ** * *** ******* *** *** **** ***** **** *** *********** ***** ** *** ** *** ***** ***** ********** ** **** *** ************ ********** ** ****** **** *** **** ** **** *** ** ***** ****** * *** **** ******* 

  Business Response

  Date: 03/02/2025

  This response is to advise the complaint from Kelly ***** has been addressed and resolved. Bell MTS has provided Kelly with $** credit difference over 24 months totaling $******* It has been applied to the customers account. We also discussed internet options.

   

  -Gady 

  Bell MTS CRM office

  Customer Answer

  Date: 04/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Kelly *****

• Initial Complaint

  Date:28/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bell MTS home phone landline arbitrarily stopped working noon Fri. Jan. 24. Called on my cell phone to request service. Was told someone would be on location by 4 pm – no one showed up. Sat. Jan. 25 AM - went online and filled out request for service form – got a reply that issue was being worked on at the central office, no ETA for completion. Sat. Jan. 25 PM – husband phoned (from neighbour’s cell phone) – was told it was a Bell MTS issue, but being the weekend, no one would be working on it until Monday.
  Why? As per Bell MTS website: Technical support Open 24/7, 365 days a year.
  
  Mon. Jan. 27 – still no service by 2 PM – 4 days without service! I replied to the previous email from MTS tech support requesting that they have a supervisor phone my cell number today (which they did not). This is the reply I received:
  “Looking at this ticket it has been escalated to another team and they are doing some work at the central office to fix this. There is no ETA at the moment but should be back online in a few days. Once it is fixed please speak to the billing team for a credit.”
  Totally unacceptable! We have been customers for 35 years at this same location with the same phone number. Our landline is our primary phone number, we only use our cell phone for urgent and/or emergency calls and have limited minutes available.

  Business Response

  Date: 04/02/2025

  We have followed up with the account holder in regards to this concern. We appreciate you bringing it to our attention.  

  Customer Answer

  Date: 04/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Lorraine ******

• Initial Complaint

  Date:27/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October
  2, 2024 the MTS Junction box in the locker room at *** ******** ****** ******** burnt by fire, and from (Oct 2, 2024 till November 1, 2024) my MTS land line
  phone and my MTS internet was out.
  On October
  29, 2024 I paid my MTS bill #****** (September 25, 2024 Paid MTS $******)
  On December
  27, 2024 I paid MTS bill $******.
  On January
  2, 2025 I paid my MTS bill $*******
  On January 7,
  2025 I received another bill from MTS, now demanding $******. I sent them
  $*******
  From
  October 29, 2024 to January 7, 2025 I have paid MTS $*******
  The Junction
  box is an MTS box so when it goes out, we should not have to keep paying,
  What we
  want is for MTS to stop sending bills for services not received. That goes for
  everyone in the block we live in Right.
  What we
  should get from MTS is a credit for the time we did not get any service.
  This is not
  the first time. About 5 years ago MTS shut down the Junction box and I was
  without land line phone and internet for 45 days. I wrote your office and after
  45 days it was back on.
  My question
  is what we can do so we do not get used by MTS or other services.
  Jake
  ********
  

  Business Response

  Date: 27/01/2025

  Hello Jake, thank you for taking the time to send this feedback. 
  
  I have reviewed your file and I see you contacted us and received compensation for the recent trouble you experienced. We ask that you continue to contact us to discuss compensation when you experience technical issues or service outages.

  Respectfully,

  Ryan

  Bell MTS Customer Relations Office