Complaints

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

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  Bell Aliant

  Fort William Building, Box 2110 St. John's, NL A1C 5A6

  
• 

  Bell Aliant

  5201 Duke Street Halifax, NS B3J 1N9

  

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:01/02/2023

  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.

  I switched providers for phone, internet and TV in October 2022 from Bell Aliant to another provider. I paid my balance owing and I returned all equipment that was property of Bell Aliant. Shortly thereafter I began receiving bills in excess of 1000.00 dollars. I spoke to a representative of Bell Aliant in December 2022 and they confirmed it was an error. I continue to receive harassing phone messages and mail saying that I now owe 2150.33 (most recent letter dated January 26,2023.) I have spent in excess of over two hours waiting on hold on the phone (even when initial indications said that there was only a five minute wait.) My parents who are seniors living in another province are experiencing the same issue. They are being asked to pay 600 when they owe nothing. Customer service is terrible. This feels like an attempt to extort money for services not rendered. My account number is *******. I also submitted an email two days ago and today and I have yet to receive any response addressing the issue.

  

  Business Response

  Date: 07/02/2023

  Bell Aliant apologizes for the
  inconvenience Mr. ********** experienced regarding billing issue with equipment
  charges and billing error on Collection Agency notice.  Bell Aliant confirms all equipment returned
  on October 25 2022 and credited $900 plus tax, adjustment issued for $32.49 for
  late payment charge billed on Jan 18 2023 bill.  As good will gesture adjustment issued for $40.39 plus tax to cover
  final bill, these adjustments will be applicable to your Feb 18 2023 statement
  and confirms account balance is zero.   Bell Aliant provided feedback to our Analyst to determine system issue
  on notice.   Bell Aliant considers issue resolved and
  closed.
  

• Initial Complaint

  Date:28/01/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18944750, and find that this resolution is satisfactory to me.e was no offer to fix my problem. I was now without internet to work and they were telling me there was nothing they could till Wednesday! I explained I had to work and my daughter had online classes and that wasn’t acceptable. I was just trying to upgrade my services to faster speed and I have no idea why it was suddenly disconnected with no help to reconnect it!
  I finally got put through to someone in the tech department who seemed to know what was happening but unfortunately he could not send a repairman until Sunday Jan 29. And he was very helpful and lovely to talk to. But I had at this point wasted 2 hrs on the phone! Companies should not be allowed to do this! We pay for a service and we should get what we pay for and if they can’t provide that then there should be consequences or reimbursements.
  My Account number is ******* The primary account holder is ******* ******. The services are for *** ********* ***

  

  Business Response

  Date: 30/01/2023

  Good afternoon Ms *******-
  
  I am reaching out in response to a
  recent BBB filing in which you identified a service issue as a result of an
  appointment/scheduling error, and the interaction you had with Bell Aliant
  repair and technical support.
  I would first like to formally apologize
  for the inconvenience you have experienced in resolving this service matter.
  Upon review, I have noted that your
  upgrade order has been rescheduled for an agreed upon future date and your
  previous service was restored until the upgrade is complete.
  At this time, I can confirm that the
  original technician has received coaching regarding their actions that resulted
  in your loss of service.
  The agent(s) you interacted with via
  repair and technical support have also received coaching regarding their
  response to your service issue.
  
  I trust the full details emailed to you have assisted in resolving BBB
  18944750.
  
  
  
  Regards-
  
  Bell Aliant – Atlantic Customer Relations Centre

• Initial Complaint

  Date:24/01/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18892828, and find that this resolution is satisfactory to me.s, they gave me a # for a complaints department that doesn’t even handle that complaint so I’m stuck with trying to figure out how to get past Dawn and speak a manager but that’s becoming frustrating. So I feel at this point this is the corner they have backed me in. Who in there right mind can afford $900 in movies. I’m absolutely disgusted with Bell and obviously their lack of understanding of persons of disabilities.

  

  Business Response

  Date: 30/01/2023

  Bell Aliant apologizes for the
  inconvenience Ms. ******* experienced regarding on demand movie charges.  After further review, all movies removed from
  pvr, parental block in place.  Adjustment
  issued to remove all charges with previous adjustment provided by CM
  agent.  These adjustments will be
  applicable to Feb 2023 statement.  Bell
  Aliant considers issue resolved and closed.
  
  

• Initial Complaint

  Date:10/01/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18714799, and find that this resolution is satisfactory to me.equipment that was returned, especially when you were provided three separate times with a confirmation number. Hopefully you take this seriously, as I know I am not the only person this has happened to. They prey on young women and the elderly. There are stories like this about bell all across the internet.

  

  Business Response

  Date: 11/01/2023

  Bell Aliant apologizes for the
  inconvenience Ms. ******* experienced regarding equipment charges billed back
  in March 21 2022.  After further review,
  Bell Aliant account paid in full March 14 2022.  Our records indicate Reference # provided by Ms. ******* January 10 2023
  for equipment being returned back on February 7 2022.  All equipment charges were credited back with
  adjustment for late payment charge of $17.22 bringing account balance to zero.  Bell Aliant confirms Collection Agency has
  been notified of this adjustment and will not affect credit rating.  Bell Aliant considers issue resolved and
  closed.
  

• Initial Complaint

  Date:23/12/2022

  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.

  On September 24th, hurricane Fiona had happened and knocked out my services with bell. My bill is currently 200 a month and I pay for security, Internet, home phone and cable. A week after Fiona happened (I had to wait for my electricity to come back on) I noticed none of my services were working and called bell to let them know, I was told that day I would have a technician come to fix it on Oct.16th.
  That day came and no one came to fix my services. My bill runs from the 6th-6th of each month. When k received my bill from sept.06th-oct.06th I paid the full amount but was told I would be credited from sept.24th- oct.06th as I had no services, this credit never was applied. Then I received my bill from october.06th-nov.06th and it was a full month, I had zero services over this time as they still never come to fix this and so I called to get the bill taken care of and was told it would be - however, they still have not done that. When I was on the phone the gentleman couldn’t even give me an answer as to when someone would be able to come and hook my services back up. I had to continuously harass them to dispatch someone to come and fix my stuff. So from sept.24th-November. 17 I had no services from bell, however they continued to charge me. I called them to ask them to straighten out my bill so that I was able to pay it because this is effecting my credit and no one can help me. I have called endless times during the three months and no one can ever give me an answer. Now they are calling me and telling me to make payments when they can’t even tell me what my actual bill would be considering no one can help me. Also - my security camera never works, I had my truck broken into and couldn’t even see who had been in it because there camera ALWAYS goes down, it’s supposed to make me feel safe and does not do that at all. I called today dec.23rd and was still told it’s an investigation and no one can help me. This is effecting my credit and my mental health.

  

  Business Response

  Date: 04/01/2023

  I spoke with Ms. ******; Bell Aliant
  apologizes for the inconvenience and length of time to resolve billing
  issue.  I explained credit was issued on
  Dec 27 2022 however after further review I have issued additional adjustment
  with $5.96 for late payment charge billed on December 2022 bill.  Bell Aliant confirms account balance is zero
  and adjustments will be applicable to January 2023 statement.  Bell Aliant considers issue resolved and
  closed.
  

• Initial Complaint

  Date:15/12/2022

  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.

  Received a letter from Bell Aliant stating I owe them 655.72. I pay my bill every month, mind you , I might have late payment charges,not 655.72 worth. I tried talking to them to tell me,how I owe this. My bill was 224.68. they inform me it is 244 plus tax. They informed me they went paperless and have been sending my bills to an email address I haven't used in about 15 years. My online account only goes back 12 months,not enough to find out when they raised it. Was told if I wanted statements, they were 5.00 each. This is the second letter I received the first one came out of the blue ,it was for 500 and some dollars owed. If you could help me in anyway. THANKS!!!!

  

  Business Response

  Date: 19/12/2022

  Good morning Ms *******-
  
  I am responding to your recent BBB filing
  in which you indicated a past due billing dispute.
  I would first like to apologize for the
  inconvenience you’ve experienced in resolving this billing matter.
  
  I have reviewed your account and the
  charges in the months leading up to your most recent statement (November 2022 as your
  December statement is not yet available); I have provided a series of
  statements via email to assist in reviewing the details and supporting the below statements.
  
  You have been advised of the balance on your account and statement date; it is important to note that Bell Aliant bills 30 days in
  arrears and payment for
  the month prior would be due by this date, each month.
  
  You are responsible for ensuring each
  monthly statement is paid in full. You are also responsible for keeping the
  contact and payment information you provide to Bell Aliant (including name,
  mailing address, email address, address where the Bell Aliant Services will be
  provided to you (“Service Address”), phone number, and any authorized
  users) up to date. I have attached Bell
  Aliant’s terms of service with respect to this detail and would refer you to
  sections 15 and 18-20 with particular attention to section 20 regarding
  disputed fees.
  
  At this juncture, I can confirm that the
  Fees are correct and there is no basis for this dispute – please review the series of statements provided to you from Jan 2021 through to Nov 2022; it can be noted
  that Feb 2021 balance was not received as per your usual payment and this was
  the first month in which a balance was carried through to current. Although you
  made regular payments, the balance included an amount carrying over each month
  that would be subject to late pay charge.
  
  Payment can be made online at www.bell.ca or at your chosen financial
  institution.
  
  I trust this has assisted in clarifying and
  resolving the core concerns stated in BBB 18579103; please reply at your
  earliest convenience to confirm receipt of this correspondence as Bell Aliant
  would otherwise consider this matter resolved.

   

  Regards,

  Bell Aliant- Atlantic Customer Relations Centre

• Initial Complaint

  Date:07/12/2022

  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.

   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.ould not be typing this right now after so many visits to try to repair! My bill certainly didn't adjust for time lost without a phone to use. Here's to hoping the fourth time to come try to repair within a few months works. I'm at the point to cancel all services with them.

  

  Business Response

  Date: 12/12/2022

  Good afternoon-

  I am
  reaching out in response to a recent BBB filing in which you expressed concern
  about the repair and restoration of your home phone service.
  I would
  first like to apologize for the inconvenience you have experienced in resolving
  this service and repair issue.
  After
  careful review, it would appear that service is now restored and working to specification.
  I remain
  available to assist should this matter reoccur however, Bell Aliant
  would otherwise trust that our repair efforts and the details relayed via email have assisted in resolving BBB ********.

  
  Regards,

  Bell Aliant Atlantic Customer Relations Centre

• Initial Complaint

  Date:03/12/2022

  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.

  I bought my house in 2009 and I've dealt with Bell Aliant Internet since then. I cannot tell you how often I call about my internet not working or slow speeds. I have to reset my modem multiple times per day. This is a 2 person home and my son is only home in the evenings. In this day and age I should not be paying $213 per month for phone and internet that doesn't work. They just reduced the price to $150....that's not any better. It's like I'm paying for something month after month that's broken. They constantly replace my modem, they've been out several times to check the lines and everytime they conveniently find nothing wrong. I cannot watch a TV show on my phone (while home alone) without it pausing every 15-30 seconds. It's 2022 and I'm quite tired of companies being permitted to provide services that are less than stellar at ridiculous rates. Why are they allowed to get away with this. ******** is an option but it's $1000 start up cost which is not reasonable considering we can barely afford gas & groceries. Why is this not being reviewed. Customers like myself don't need our bill slightly reduced we deserve a rebate for all the years we've dealt with this. A company can't sell broken or malfunctioning products and get away with it. Internet is used for everything. My wifi calling won't even work properly because of the terrible service, which is why I still need to pay for a home phone....well played Bell Aliant. So I'm paying for a broken service which results in me being required to purchase another product from Bell Alaint because I have health concerns that require doctors to be able to reach me. I can't be the only person to complain. Do a poll in Barnesville, Grove Hill, Upham. Bell Aliant is financially benefitting from a service they provide that works sometimes and when it does work, it like dial up without the annoying noises. Please step in and stop them from ripping off their customers. Make them replace all the lines. Please.

  

  Business Response

  Date: 15/12/2022

  Bell Aliant apologizes for the
  inconvenience Ms. ******** experienced regarding internet issues.  I spoke with Ms. ******** and scheduled
  appointment for repair technician, on December 13 repair technician replaced
  new drop.  Bell Aliant explained not
  currently part of the 3-year plan on record to provide Fibe to the Home at this
  address as well have Wireless Home Internet not applicable.  I reviewed account; monthly credit is in
  place ending October 2024 at which time will be billed regular pricing.  Bell Aliant confirms alternate provider has
  received subsidy money to provide 50/10 service in this location according to
  the National Broadband Internet Service website.  Bell Aliant confirms internet is up to 7meg
  over copper wires, combined that with wireless signal degradation from modem to
  the mobile phone they are most likely exceeding the limited capacity to just
  stream standard TV.  Bell Aliant
  considers issue resolved and closed.

• Initial Complaint

  Date:28/11/2022

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response ma** by the business in reference to complaint ID 18473213, and find that this resolution is satisfactory to me.

  

  Business Response

  Date: 06/12/2022

  Good afternoon ******** ** **** ******,
  
  I am reaching out in response to a recent BBB filing in which you identified a service delay for installation in Glace Bay.
  I would first like to apologize for the inconvenience you have experienced in resolving this matter.
  Upon review, I can confirm that apartment A has been completed as of December 5th and the apartment B installation was requested to be cancelled by you on December 2, 2022.
  
  If you would like to confirm whether you have any outstanding concerns regarding this matter, I would be pleased to assist. 
  
  
  Bell Aliant – Atlantic Customer Relations Centre

• Initial Complaint

  Date:22/11/2022

  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.

  A salesperson told me the price he gave me to upgrade my services from internet only to a full bundle would be “locked in” for 2 years. Bell aliant has now billed me 816.45 for 3 months of their service. I asked for a supervisor to call me back and the rep told me that I will get a call within 48 hours and asked for my cell phone number, that was on Nov 14th. I called them today (Nov 18) to ask why I haven’t received call from them and was told that they tried calling twice and was told it was once on Nov 15th and a second time on Nov 17th. I have no record of any calls from them on either date. I would like to dispute the bill I was given and receive what was promised to me at the time of purchase and have the bill I currently have of 816.45 corrected to reflect our original agreement.

  

  Business Response

  Date: 02/12/2022

  As per my
  discussion with Mr. ******* on December 1 2022, Bell Aliant apologizes for the
  inconvenience experienced regarding billing issues.  I confirmed monthly credit ended August 2022
  at which time would be billed regular billing.  Explained important to review each statement as shows when monthly
  credit ends.  Adjustment issued for September
  to November 2022 bills with credit of NSF charges as one-time adjustment with
  new balance provided.  Bell Aliant
  considers issue resolved and closed.