Business Profile

Telephones

Bell MTS

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Complaints

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

Customer Complaints Summary

69 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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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:02/04/2024
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 came to my door with lower monthly prices. I liked the prices for internet/tv and cell service howler was under contract and would have to buy out to do this. The sales Rep addressed this with a promotional gift card. They claim the gift card was sent by email but I never received it. They then sent one which didn’t work. Then they said a manager would have to call back. Never received a call after 3 times calling about this.
Business Response
Date: 18/04/2024
I had a conversation with Kevin and explained that a registration for the prepaid **** was sent to the email address ******************* on July 23, 2023. After 90 days, this registration expired on October 21, 2023. Unfortunately, once the registration expires, we are unable to send out another prepaid *****

I apologized for the inconvenience caused and, as a gesture of goodwill, I applied a $*** credit to the customer's account. The customer was satisfied with this outcome.
Customer Answer
Date: 19/04/2024

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,

Kevin *******
Initial Complaint
Date:04/03/2024
Type:Product 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.
In September of 2023 I cancelled service with Bell MTS in Winnipeg. I was due a refund cheque of $****** I was advised that the amount would be refunded within 4 to 6 weeks. At the end of November I contacted them again and asked where my refund was. They stated that the cheque had been issued. I contacted them again in December and they said the same thing. In early January 2024 I received a cheque for the amount owed to the estate of Antonio *****. I am very much alive. I contacted them again and advised them of what happened. They said that they would issue another cheque and that I would receive it shortly. As of today March 4 2024 I have received nothing and in conversation with them today I was advised that the cheque was in the process of being issued.
Business Response
Date: 11/03/2024
Antonio was advised on March 4 that the check had been reissued on January 16th and may require 60 to 75 days for delivery.
Initial Complaint
Date:25/01/2024
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.
Bell installed fibre-optic cable on my front yard over a year ago, and still have not removed (or buried) it. I believe I'm the last person on my road that hasn't had this eyesore taken away.

I can't get any help from them (having phoned them) because I do not have Bell service, having chosen someone else as my phone and internet provider. **** ***** **** **** *** *** **** *** ***** ** **** ** **** *** ***** ****
Business Response
Date: 25/01/2024
I appreciate your concern and apologize for any inconvenience. The burial season for lines spans from June to October, weather permitting. Due to increased demand during this time, our team is actively working to fulfill requests promptly. We'll do our best to address this promptly once the season begins. Thank you for your understanding.
Initial Complaint
Date:12/12/2023
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.
I signed up with Bell Mts by October 2023 by phone *** ***** ***** ** ** **** ** * *** ** *****. I started the services by October 22nd/2023 or earlier. I was told I would get a gift card If I switched to Bell Mts. I asked what could they offer me if I got cable through Bell Mts and she or he mentioned A $*** gift card. But then we decided to switch all our services from **** to Bell Mts. Big mistake. **** *** ******* ** ****. Since after I decided to get phone and Internet through Bell Mts I was offered another $*** pre-Paid Visa Card *** **** *** * ***. Since they mentioned I could only get 1 gift card. Later when I see 2 different Account numbers on the bellmts account of mine I decided to ask a professional on ********** or whichever number is Bell Mts. And the person must have been a Supervisor and mentioned I only had 1 account and 1 bill and then I paid the amount owing But with an extra ***** to make sure I am still qualified for the gift card. But today I find out there are 2 bills and that I had 2 accounts But now turned into 1. But that I still have an outstanding balance. And that I have to pay an outstanding balance. That's what the case manager Mohit mentioned to me. As you can see I was lied *** ******* to switch to their services to get the gift card which I'm probably not qualified for since I am now late for the payment. They also said they'd give me credits which they now deny and that I have 1 Account now But had 2 accounts before so I'm still owing more money. So unfair. **** **** * *** ********** *** **** **** If only I knew they'd do this to me I wouldn't have switched from **** to Bell Mts. Also they gave us a wrong number for a week or more. We assumed the number changed back to our previous number from **** *** **** *** * *** ***. Since I had to call my cellphone one day and saw that the number wasn't ********** and that it was another number. Such horrible service. * ********** ****** ******** *****
Business Response
Date: 28/12/2023
We successfully contacted Vivian to address the concerns the customer raised about Bellmts. We sincerely apologize for the the issues experienced and have resolved the customers concerns satisfactorily.
.
Customer Answer
Date: 02/01/2024

Complaint: ********

I am rejecting this response because:

Yesterday on Tuesday, December 26th I had called Bell Mts around 1:41pm and he or she mentioned that he or she would contact a specific department as to why I didn't get my gift card yet. I was told by him or her also that I would get an email from him or her which I didn't and I don't recall his or her name. I'm pretty sure it was a guy But don't quote me on that because I may be wrong. Anyways I was told last week by a Manager, Supervisor or by a Case Manager named Richard that I would get a gift card within 2 days or so after December 22nd. However as of Today a Case Manager named Carma says I should get it 1 week or 2 weeks after the 60 days of service I received. Which is now being pushed back from December 22nd to 29th. However I've waited long enough. I shouldn't have been told one thing and have it changed to another date. I was told also I received a credit of $** on December 12th and on November another credit of $**. ***** * ****** ***** *** *** ***** ***** ** ** ***** **** ******* * *** ** *****. Also a Manager or an Agent of Bell Mts said I would only get ** something Dollars or a ** dollars credit and Not two credits. So I was lied to from the beginning to remain keeping their services since they knew how upset I already was with them. I should have gotten the *** Dollars gift card instead of agreeing to paying less for their services or whichever deal I was given. But now I feel it was a mistake ******* ******* ******** ** **** ***** *** ****** ***** **** ***** Nothing is being fixed. Carma kept saying my name Vivian Vivian Vivian like I was a child when she knew I was clearly not one and her answer was so I pretty much listen. ** *** ******* *********** * **** * ****** ******* ** * **** ********* ** **** *** **** *** ****** ** ** **** ** ** ********** *** **** *** *** **** **** **** * ******** **** ******** ******. ***** ** *** ****** ***** ***** ******* *** **** **** * ****** ** *** **** * ****** ********** ** **** ** **** *** ******* ***********
Yesterday, on a Thursday which was December 28th I had spoken to Dylan from Customer Relations. He had called my Home number ************. I assumed it was good news about the Gift card that I was to get. However I was told I couldn't get the $*** even though I was told I would get it in the past when signing up with their services. So he offered me $*** dollars credit to my Account which I thought would be great however deep down I knew that's not what I had asked for. But I thought I will just go ahead with it. Then I was told by Dylan that I would get a $*** Registration Email for the Gift card Tomorrow. I waited all day and still nothing. I even called several times to Bell Mts Today on December 29th and the lady or male told me she or he would send a message to Dylan to call me which he perhaps didn't. Since I waited for an hour or so and nothing. Unless he did call But my Phone was dying. But I doubt it was him since I requested a phone call back from Bell Mts so that must have been someone else and not Dylan calling me. He said I would get the gift card registration today But now I called again this Evening and was told that it's going to take more days to receive the email. So unfair. I'm being told one thing and then it becomes wrong again. I'm fed up **** *** **** *** ***** ******

$*** Gift Card since I wasn't given the right information once again. I'm not taking a no this time.

Sincerely,

Vivian *****
Customer Answer
Date: 02/01/2024
Hi I talked to 2 people from Bell Mts Today. A* **** ****** Woman named Jaseret and ******* * ********* Woman named Lindsay. Both said I'm not getting a gift card. ****** **** *** **** ****** ***** **** **** ** ***** ****** *** ******* *** ****** ********** However that doesn't change the fact they both told Me Today, Tuesday On January 2nd/2024 that I'm not getting the gift card. So unfair. I'm being told I get a credit instead of the gift card. ** **** **** *** ***** ****. Dylan said I would get a gift card plus the credit. And now I'm told this. So unfair. **** *** ***** ** ** ********
Initial Complaint
Date:14/11/2023
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.
Fiber optic install date: September 12th, 2023. November 14th, 2023 (2 months later), we are still waiting on getting the line buried below sidewalk. No hope of getting it done before spring of 2024. Shoveling snow above the sidewalk will be a challenge. Snow blower will not be an option. ******* *** ***** ***** ***** *********** ******** **** * **** ** **** *** ***** * ***** ******** **** * ********
Business Response
Date: 22/11/2023
We apologize for the inconvenience with the temporary line. We have requested this ticket be escalated Nov 14th 2023, we have heard back from our liaison that they have not heard back from Aecon on the bury request and the season will be closing effective Nov 24th 2023. Should it not be done before then it wont be worked until the next season.
Customer Answer
Date: 28/11/2023

Complaint: ********

I am rejecting this response because:
Bell had ample time to install this line to my satisfaction before the ground froze. This file dates back to mid September 2023! ** ***** ***** ***** ********* ** ******** **** **** ** **** ***** *** ***** ** **** **** ************
Unacceptable.

Sincerely,

Francois *********
Business Response
Date: 05/12/2023
The response sent prior included as much info as we had on this matter. We had sent an escalation request for the customer however with them still being in service our customers requiring this particular work who have been out of service or service impacting take priority.

The season is since closed and no further work will take place on the burial of the line until the new season open in 2024. Sadly it isn’t our call at this point as the teams responsible for the work have announced a season close since Nov 24^th.

Regards,

Kyle V.

Customer Relations Associate
Initial Complaint
Date:23/10/2023
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.
On Sept 9, 2023 a contract company- ******* - putting in line for ****** ***** cut my land line. I have being fighting with Bell to try and get this fixed. They said that my ticket had been escalated. The last conversation they told me that someone would be out Oct 11, 2023 to fix it and it has not happened. I called them again and the response that I got was that it is given to a contractor to fix, and it will get done when it gets done.
Business Response
Date: 30/10/2023
Hello,
I have spoken to Kim this issue has been resolved. Services have been re-established and we have
compensated for the down time

Thank you
November 16, 2023:

Writing to
advise that the complaint ******** from Kim ******* is resolved
Service has been restored
Credit was provided to account
From my
conversation today with Kim we have agreed to close this BBB complaint as
resolved and not further action needed

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

Trevor P
Customer Relations Associate
Initial Complaint
Date:25/09/2023
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.
Keep contacting them about constantly loosing service (my land line hasn't worked for a long time and tv service keeps going on and off. Have contacted them many times and I'm sure there excuse book is almost at the end.
Business Response
Date: 26/09/2023
BBB Complaint received Sept 25th. We had requested with our cable team to have the customers ticket escalated and was completed later that evening.
Customer Answer
Date: 27/09/2023

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,

William ****
Initial Complaint
Date:18/09/2023
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.
No internet for 3 weeks. Multiple calls and multiple techs over that time period. Final tech in 3 rd week. Unplugged all wires from modem and replaced entire exterior wiring. Cut dsl line and put a switch on end. Internet working. After tech left, I noticed that my tv receiver not connected. DSL line plugged into modem. Not connected to hard wired receiver. Just a bunch of wires jammed in behind dryer were entry into home for all cables. I am handicapped physically and visually. I called Bell to explain problem. They acknowledged their error and promised a technician. None showed up. Called to find out why. Now advised not their tv service, so they don’t have to fix. I explained Bell’s error. Again they acknowledge but refuse to fix.
I suspect that wire is cut and requires a new plug in attached. Bell says if I don’t use their tv service they won’t fix. I live in the country. Their tv service isn’t available.
I just want them to fix what they destroyed. They acknowledge fault.
Business Response
Date: 05/10/2023
On Sept.19 a technician ran a new cable to TV/receiver to fix issue. Apologized for the poor experience and applied a credit on the internet services for the next 24 months as a goodwill gesture.
Business Response
Date: 05/10/2023
On Sept.19 a technician ran a new cable to TV/receiver to fix issue. Apologized for the poor experience and applied a credit on the internet services for the next 24 months as a goodwill gesture.
Customer Answer
Date: 14/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is minimally satisfactory to me as there is no way to correct the issue properly.

Sincerely,

Darlene *****
Customer Answer
Date: 14/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is minimally satisfactory to me as there is no way to correct the issue properly.

Sincerely,

Darlene *****
Initial Complaint
Date:12/09/2023
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.
Hello

Bell/MTS put in their fiber optic cable on my property. While doing so they drilled at least 2 feet into the ground in my backyard (without using the call before you dig as required) I have video of this occurring. I sent the video to my electrician that I had hired about 2 years ago to put in electrical wire underground from my hours to my garage. They drilled right where the electrical wire was placed. I have spoken to many departments and I have not had any resolution. My contractor has stated they need to dig where they drilled in order to check that no damage was done to my electrical cable. They are ignoring the issue. Their contractor ****** ******** ******* has continued to *** saying they only dug 6 inches, where it is extremely clear on the video they drilled at least 2 feet. I am concerned that my electrical wire could have damage that could cause issues in the future.
Customer Answer
Date: 12/09/2023
Hello

Please close this complaint. The contactor was out at my house today and there is no issue with my electrical cable.
Business Response
Date: 19/09/2023
Hello, We had the construction area manager contact the customer and resolve the issue.

thanks
Customer Answer
Date: 19/09/2023

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. They resoled the issue very quickly.

Sincerely,

Jennifer **********
Initial Complaint
Date:05/09/2023
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.
On August 9, Bell MTS contractors pushing new fiber optic line hit a rock underneath my driveway. They dug up my front driveway to get the boulder out and destroyed that section of the driveway, the border, killed 2 blueberry bushes and left a hole in the yard. I called to submit a damage complaint that day, followed by 3 more separate calls over the past month. Each time I was told by MTS employees that they didn't have anything from my previous calls and that they were opening a damage complaint and I could expect a call within 5 business to explain what action Bell MTS would be taking to repair the damage.

Bell MTS has refused on the last 3 calls to provide contact information to escalate the issue, provide a timeline for repair, or even acknowledge my previous contacts with them.

I am not a customer of bell mts and it is obvious that dealing with the damage to my property is not a priority for them.
Business Response
Date: 20/09/2023
We have reviewed the complaint, taken all information and forwarded it to our Fibre upgrade leader for the area. They have confirmed they have been in touch with the homeowner and a resolution is underway.
Customer Answer
Date: 20/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. At the time of my response the driveway has been repaired and the hole in the lawn filled and seeded. **** * ********* *** **** ** ** ********* **** *** ********** *** ******* ** ** *** **** ** *** ******* ***** ** *** ******** *** *** **** ***** **** *** ******** **** *** **** ****** **** *** **** ****** *** ******* ** *** *** ********** *** ******** ****** ** *** ******** *** **** ********** *** **** *** *** *** *** **** ****** *** ******* ***** ************** ********* ***** ** ******** ** ********* ********** ********** ***** *** ************ **** **** ***

Sincerely,

Steven ******

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Bell MTS is NOT a BBB Accredited Business.