Business Profile

Telecommunications

Bell Mobility

Headquarters

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

491 total complaints in the last 3 years.
175 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/05/2024
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.
On April 7th, we switched our **** mobile plane to Bell MTS. The same day, I received a phone call from the booth where we bought our new phones, saying they needed us to bring the business registration papers. I came the next day, and the lady in the booth took all the copies and said everything was fine now. In a few days, we flew to Mexico; *** *** ***** ** ********. The next day, we realized we could not contact *** **** **** *** *** ******* * ******* ***** *** * ***** *** ***** ******* **** ***** *** don't know what happened? When we returned to Canada, we realized that all our 3 lines were disconnected. I phoned Bell from my friend's phone, but they refused to restore our connection until we went to the nearest store for verification. ** ***** * ****** ******* we spent 2 hours in the store until they finally could fix their mistake. Even though they disconnected our phones and ruined our vacation, they still requested a full payment. We ask for reasonable compensation for our troubles this past month.
Business Response
Date: 06/05/2024
Good afternoon **** *******,

On behalf of Bell Mobility, I would like to thank
you for taking the time to reach out to us and allowing us the opportunity to
respond to your concern.
Further to the Case # ********, I can confirm that
the customer has opened a case with the CCTS.
As such, the resolution will be forwarded to the
CRTC or CCTS..

Sincerely,

Charles
Bell Mobility
Initial Complaint
Date:03/05/2024
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.
Bell Account ********* I was charged $520 DRO Deferred Amount on March 26, 2024 because I never returned my phone when the 2 year contract was complete. Bell did not notify me that the contract was up in January. Bill was sent 2 months later when the 30 day return policy expired.
I am writing to express the failure of Bell to notify customers that their contract is up and the window to return to phone is closing. Without such notification Bell is charging customers $520 without making any effort to reach out. ********* ** *** ******** ** ********* ********** *** *********** ***** ****** ********* Bell has not been able to process or address my concerns after speaking to various persons.
Business Response
Date: 06/05/2024
***** ******,
The device return option is something you would have agreed to upon the assumption of the hardware financing contract at the beginning of your financing agreement of your phone. You would have been advised of this on your hardware agreement. As well in your MyBell application you would see the details of the term remaining monthly as well as on each of your invoices.
Upon the ending of your financing, you were notified on your January 2024 invoice of the ending of the Device Return option and that you have the option of keeping your device and paying the Deferred Amount Charge or return the device in good working condition for a full bill credit for the charge. That can be found on page 3 of 4 on your January 2024 invoice.
Anthony
Initial Complaint
Date:01/05/2024
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.
Bell canada and ****** is reporting three accounts under my name to ******* ******.

******* has checked with them and they have reported that the accounts belongs to me.

******* is not helping and requesting for a Clearance Letter, Bell is not providing me a clearance letter as they are advising there is No Account Under my Name in their system and its there policy to not provide any letter.

**** *** ******* * *** ******* *** ** ** * ** ******** *** ******** ** **** * **** *** **** ********* ** ** *** * ********.

I have phoned them numerous times advising the situation and asking them I was never a Bell and ****** Customer Which they confirm but they are not providing any proofs which I can share with *******.

My details are
******* ******
###-###-####

Accounts which they are reporting under my name is for someone named ******** ******. Not Under my name.

The accounts ends with

Bell- ***
Bell- *** ******* *** * ******* *** ** **** ***
Customer Answer
Date: 01/05/2024
This is to inform that the complaint regarding Bell Canada, is already resolved and I dont need any further action on that complaint.

* **** ** ***** *** *** ******* ** ****
Initial Complaint
Date:01/04/2024
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 called the Bell Mobility Loyalty Dept because the price for a monthly contract was to high online. I spoke to an agent from Bell for 1.5 hrs. We went over the options for a new contract. He promised me 33 for new device lease, 70 for plan and 22 for device care insurance and a monthly credit for loyalty of 20 making my monthly plan 105.00 plus tax. He told me my first bill would be 38.52 plus 60 for hook up, and I had a 28 and change credit that would also come off. We went over this 3 times and I said it back to him to make sure I understood correctly. I agreed to new contract, he placed the order for the new device. I received it yesterday and got the new contract in email. It did not match up with what I was quoted. I immediately called Bell and the loyalty dept today told me sorry, ** ******* *** *** nothing we can do to help you. Send back your new device or **** ** the new charges. **** ** *** *** **** **** *** **** ***** ****** ************ * *** ******** ************ *** *** *** ** ***** *** **** *** * ********* ******** **** *** *** ******** ***** ** *** **** ********* *** ********* ** *** ** **** ** ****** *** **** ****** *** **** ************ ** ********* **** **** ** ** **** *********** *** ***** ********* *** **** **** ****
Business Response
Date: 02/04/2024
****** *****,
I have investigated your March 24 2024 invoice and it was what you were promised.
You have the $70 plan - $20 credit + $22 for Phone Care + $33.00 for leasing the phone. You also received $10 off promotional discount on this invoice and you will also receive that $10 on the next invoice.
What the difference might be is that you pay full tax on the phone on this 1st invoice but you do not pay that tax (of course) for the phone itself for the remaining 23 invoices. Perhaps that is what was not discussed.
Anthony
Customer Answer
Date: 02/04/2024

Complaint: ********

I am rejecting this response because:

Hi Anthony, thank you for your response. Since I made the complaint, I went into the Bell Store in Cranbrook. The store manager and Annette looked into my account. The 20 promotional discount was NOT applied or on my account or in the documents sent to me. *** ******* **** **** **** **** ************* *** *** *** ****** ** ******* ** **** ** **** ********* However the other missing issue is the 10 promotional discount. I was told it was for the duration of my 24 month contract not for 2 invoices, I was also told the 60$ fee would have been credited back. I didn't expect a 200+ first bill upon switching phones. * **** **** **** **** ***** ** ********** *** * ***** ******* *** * **** **** ******* **** **** ******* I have over paid my last contract because I didn't do anything about the missed promises right away and was told nothing could be done. **** **** * ****** *********** *** **** ***** **** ******* ********* I am thankful for the local Bell store for fixing the missing 20 per month promotion **** ******** *** ******** *** **** * ******* ******** ** * *** **** ** ******* ** *** *** ** **** **** ******** But the additional 10 per month ***** ** ** ******* ** to go into a new contract for 24 months but only actually put on 2 invoices. And the 60 credit for switching phones. It was offered free if i did my plan online, However the plan showed 170 per month so I HAD to call for help. I tried to do it myself, but your online order system was not working. So the loyalty person told me he would remove it also.
So the problems that still exist is 10 promo for 2 months was promised 24 and missing 60$ credit on the first bill. I didn't know About the taxes either but the store did tell me it would be on it.

Sincerely,

****** *****
Business Response
Date: 15/04/2024
****** *****,

I'm confused because in your original complaint your wrote: "He promised me 33 for new device lease, 70 for plan and 22 for device care insurance and a monthly credit for loyalty of 20 making my monthly plan 105.00 plus tax."
You did not mention a $10 credit for 24 months.
We normally give an extra $10 for the 1st 2 invoices to offset any extra minute charges that might overlap.
Your invoice is currently what you mentioned in your original complaint: $70 for the rate plan + $22 for device care - $20 loyalty credit + $33 for your new device = $105.00 plus tax.
I have credited your account $60.00 plus tax = $67.20 for the processing fee since you said that you were promised that would be removed if charged.
Anthony
Customer Answer
Date: 29/04/2024

Complaint: ********

I am rejecting this response because: I did not have access to my billing until after I had responded. I was also told there was a 10$ per month loyalty credit that will be added for 24 months, but assumed it was on there because when I spoke to loyalty via Bell Store in Cranbrook, she said it was on the billing and it was verified. I didn't mention it in my first conversations with you because I didn't realize it was also another error. I just found out this was also not on my contract for 24 months as promised but 2 months as it now shows. I believed the loyalty dept verification at that time because my bill was not yet uploaded onto my app when we initially spoke.

Sincerely,

****** *****
Business Response
Date: 10/05/2024
****** *****,
So I have listened to the original sales call made on March 12 2024 at 1:04pm.
It was very clear that your total was $70 for the 100 gb rate plan and that the agent would give an additional $20 off if you signed up for the Smart Care plan for $22 which would get your rate plan to $72 monthly.
Than for your hardware you phone charge was $38.60 per month but the agent says that he was going to offer you $60 off the total of that to offset the activation fee that will be billed plus an additional $60 of so that your monthly rate for your phone would go down from $38.60 to $33.00.
It was reiterated by the agent 3 times and by yourself twice that your total every month would be $105.00 plus tax.
There is no mention of an additional $10 for 24 months at all.
In fact it was clear from you saying that the for the next invoice you were aware that you would have to pay the $60 activation fee and the $28.96 for the credit balance for your old phone.
** * ****** *** **** ***** *** *** ********** *** ****** ** *** ** **** ****** *** ***** ** *** ******* ** *** ******* ** **** ***** *** * **** *** **** *** ******* *** ***** *** ** **** *****
So your phone account and pricing is correct as it stands and is what you agreed to.
Anthony
Customer Answer
Date: 16/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, *** **** **** **** ********** ** *** ***** ******* *** ******** The 10 per month was the second call via the local bell store. It was brought to my attention there was a special on at that time for an additional 10 per month add on, and I was told it was added to my plan.

Sincerely,

****** *****
Initial Complaint
Date:27/03/2024
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.
***** **** * ***** **** ** ******* *** * ******* **** * **** *********** *** **** ** ** ******* ***** ** ******* **** ******** ******* ********** ** ******** ***** ************* ********* **** ******* ** ****************** ********* ****** **** ********* ** ************ **** **** ******** ********** ****** ****** **** **** **** *** **** ** **** ****** *** ********* ********** ******** ** ********** *** **** ******** *** ********** Despite paying full value for my cell phone bills, Bell has provided subpar service in my area, ******* ** ********** *** **************** **** ******* **** **** ******** ************* ********* ********** ***** ****** **** **** ******** ************* *** ** ** ******* **** **** ** ****** ***** ****** ********* ** * ***** ********* I've witnessed firsthand the discrepancy between fees charged by Bell Mobility and the quality of service received. From dropped calls, weak signals, to slow internet speeds, the inefficiency of their network infrastructure has become a constant inconvenience. The Bell Mobility technical team has confirmed a weak signal in my area caused by a defective cell tower in Etobicoke. ******* ******** ********** ******* ************ ** ************* **** *** ** ****** ** ****** ** ******* *** ***** ** **** ********* ** ******* *** ***** ** *** ********** ****** ******* ** ********** ****** ******* **** ******* ** ************* ** * ******* **** *********** ** ** **** *** ******** ** *** **** ***** *** ***** **** ***** ***** ******* ********* **** **** *** ********* ****** ******** **** ***** **** ***** ** *************** **** ***** **** ***** ******** **** *** ********* *** ******** *** **** ********* *** ******* ******* **** ***** ****************** ********** ** *** ******* ** ******** *** ************* * **** *** *** ** *********** *** ************ ********* ** **** *** ***** ************ ** *** ****************** ****** ***** ******** ********* ******** ** *** *** ** *** ******* **** ******
Business Response
Date: 28/03/2024
Dear ******* ******,
On behalf of Bell Mobility, I would like to thank you
for taking the time to reach out to us and allow us the opportunity to resolve
your concern.
I have investigated the matter and can confirm that,
recently, a response from our Customer Relations Centre was already provided
regarding the same matter.
** **** ********* ** ******** ** *** ** **** ****** ** *** ********** * ******* **** *** ****** ***** ******* *** ****** ** **** ** ***** ******** ** *** ********** ***********

Sincerely,
Jeremie
Bell Mobility
Customer Answer
Date: 01/04/2024
*** *** ********* ** ***** ******** *** **** **** **** *** ** ******* *** ******* **** ***** I feel that there offer is not adequate since they want to provide a one time solution ** ***** * ******* ** ******* ******* *** *** *** *** ** ** ******* *** **** ****** ** **** Bell won’t repair their cell tower for quite some time and the problem will persist until repaired.

****** **** ***** **** *** ***** ***** ** ***** ******* *** **** ** ********* ** ****** *** **** ***** ***** **** ******** ** ****** ****** ******* **** *** **** ******* ** *** ***** ** ****** ****** you should receive good service for what you pay.
Business Response
Date: 15/04/2024
Dear ******* ******,
As per our records, a complaint to the **** was
submitted recently for the same reason.
In order to avoid duplicate work on the same file and
because **** is the official instance regarding telecommunications services in
Canada, we consider this complaint as closed.

Regards
Jeremie
Bell Mobility
Initial Complaint
Date:18/03/2024
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.
I was sold a plan that was supposed to be $89 for 2 years, including ***** for 2 years, however I have been paying an extra $20 plus tax every bill and do NOT have ***** for 2 years, rather 2 months.
This plan was purchased at ******.
Now, on my third billing cycle, I have a “price increase” and was NEVER NOTIFIED! The agent on the phone said I would be notified on my bill at least 30 days prior, upon checking and noticing that I had NOT been notified, he then stated I might have received a text or email — neither of which I received!

**** ***** ** ************** **** ****** I have proof that I was never notified about a price increase, and they have done nothing to rectify the extra $20 plus tax I have been paying!
Business Response
Date: 20/03/2024
Dear ******** ********,
On behalf of Bell Canada, I would like to thank you
for taking the time to reach out to us and allow us the opportunity to resolve
your concern.
I have reviewed the situation you brought forward and
can confirm what follows. The order confirmation #******** sent to **********@*******.com on
December 27, 2023 confirms the pricing of $89.00 + taxes.
The pricing includes the price increase of $2.00 +
taxes on the TV programming “À la carte 20”. It also shows that two credits of
$20 will be applied on your TV service; one ongoing named “TV programming promo
with Internet”, and the second for two months free of *****+ named “Movies
promo”. With this information, the monthly for your TV service was $40.00 +
taxes for two months and is set to be $60.00 + taxes after.
As per the information available in our systems and on
your invoice, the ongoing credit for the “TV programming promo with Internet” was
of $6.00 instead of $20. This error is amended in our systems as of March 18. Regarding
the amount for the missing credits, the adjustments applied on the account are of
a total of $83.64 for this reason since the activation when the difference for
the missing credits was in fact $49.17.
As of March 1, 2024, invoice, the total charges since
the activation should be of $382.57. This amount includes 3 months and 2 days
of service and the one-time installation fee of $40.00+taxes.
With the above, you will understand that we cannot
apply additional credits to your account.

Sincerely,
Jeremie
Bell Canada
Customer Answer
Date: 20/03/2024

Complaint: ********

I am rejecting this response because:

as mentioned, the agreement I signed up for was $89 plus tax.
not more than that regardless of the adjustments that were made. The agreement is for 89 plus tax

Sincerely,

******** ********
Business Response
Date: 28/03/2024
Dear ******** ********,
I confirm that this was the offered pricing.
I strongly suggest that you review the order confirmation details. Part
of the order confirmation that you have joined in your complaint there are
omitted pages. On the missing pages, a $20 + taxes credit was offered for 2
months only and a one-time installation charge was applicable.
In the previous response, I confirmed that there is effectively a discrepancy
regarding the credit entitled “Less TV programming promo with Internet” on your
invoices; instead of being $6, it should be $8. Additionally, a monthly credit
of $20 is missing. This situation is currently being investigated. Part of this
investigation, a credit of $100 + taxes has been applied to your account on
March 27, 2024 in addition to the already provided credits for the same
situation.
With the aforementioned, there will not be any additional credits
applied to the account or changes to the pricing, unless, you can provide
documentation supporting your claim.

Sincerely,
Jeremie
Bell Canada
Customer Answer
Date: 05/04/2024

Complaint: ********

I am rejecting this response because:

I want to confirm that this will be my ongoing price now.
89.99 plus tax

Sincerely,

******** ********
Business Response
Date: 15/04/2024
Dear ******** ********,
As per the information available in our systems, I confirm that your
actual pricing is $109.00 plus tax.
This monthly rate matches the offer made through the new activation
order which shows that a $20.00 credit is applicable for the first 2 months of
your subscription.
With the above and the previous response, you will understand that no
credit will be applied to your account and that we will remain on the same positioning
as now.

Sincerely
Jeremie
Bell Canada
Initial Complaint
Date:11/03/2024
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.
I was approached by a Bell Rep (Mr. Juned P****) in May 2023 and was offered a promotion to switch from my current provider. I was offered a plan where the first line will be $ 50 pm and subsequent lines will $35 pm. It was further confirmed to me that there will be no additional charges and the price will remain same till I get a new device or I change the plan myself. Even the first bill I had problems and spent hours getting what I was promised. Now again, from Feb 1, 2024 Bell has increased my plan price by $6 on each line. I have 3 lines.
On Feb 8, 2024, I spoke to Bell Rep and asked why my plan price has gone up. He further transferred my call to Mr. K***** (ID *******) who could not resolve and had me transferred to the Manager Ms. S**** (ID *******). She mentioned that she has taken my complaint and would verify at her end and get back to me or someone one from her department will provide an update. Three weeks have passed and still I have not heard from them. I called a few times but I am on hold for so long without getting connected to anyone or the line drops or is disconnected. * ***** **** ************ ** *******
Business Response
Date: 12/03/2024
Dear ****** *****,
On behalf of Bell
Mobility, I would like to thank you for taking the time to reach out to us and
allow us the opportunity to resolve your concern.
As per the information
available in our systems, price change notifications were on your December 2023
invoice on pages 4, 6 and 8. Additionally, between December 1 and 8, 2023, Bell
Mobility sent an email advising of the same. You may refer to the points 2 and
11 of your agreements for additional information.
With the above, you
will understand that we consider the pricing of your services valid and that no
adjustment will be applied to the account. We suggest visiting your online
profile to identify offers that may suit your needs.

Sincerely,

Jeremie
Bell Mobility
Customer Answer
Date: 15/03/2024

Complaint: ********

I am rejecting this response because: The question here is that Bell is not respecting the price plan I was offered by their rep. I decided to port three lines because of the price promised. Bell records all conversations. Why are they not talking about what was promised in that conversation. **** ** **** **** * ***** *** ******* *** ***** *** **** ************ ****** ** ****** ****** ****** * **** ********

Sincerely,

****** *****
Business Response
Date: 28/03/2024
Dear ****** *****,
As per the information available in our systems, the situation regarding
the monthly rates for the lines was fixed. The invoices were showing the right
monthly rate, $120 + tax for 3 lines, as of August 2023.
As for the price change, the point 2 of all consumer contracts for Bell
Mobility mentions that Bell Mobility may increase the Charges with notice of a
minimum of 30 days.
Our response remains the same as the first one, the charges are valid
and no credits will be applied to your account.

Sincerely,
Jeremie
Bell Mobility
Customer Answer
Date: 10/04/2024

Complaint: ********

I am rejecting this response because: Bell is still evading to answer why their Rep confirmed that this rate plan will not change until I change the plan myself. Why they are not checking the conversation which they record all the times.
************* * **** ***** ** ***** ** ***** *********** **** *** **** ** ******** *** **** *****

Sincerely,

****** *****
Initial Complaint
Date:16/02/2024
Type:Order 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.
Current Bell mobility contract is a remaining 8 months. I purchased this plan and have renewed with Bell for 6 years in Ontario. I have relocated to High River Alberta and get NO coverage. I have NO network coverage as Bell does NOT have any towers located within 50km of my location. ****** has 1, and ***** has 3 within 2 km.

Even trying to contact Bell my calls dropped 3 times. I use this phone as a work phone and lose calls with clients, and subsequently have lost deals. My employer has asked me to change providers.

Bell cannot provide me with Network coverage, but wants to charge me a cancellation fee of $888.18 for breaking my contract with them, to be able to get a proper network. *** ** * ****** **** **** ** *** ********* ***** *** ** *** *********
Business Response
Date: 19/02/2024
Dear ****, *******
This further to your BBB request I would like to confirm the following:
I would invite you to consult Bell Mobility's Terms of Service regarding network coverage.
In light of the information above, the request of cancelling your contract without any penalty fees has been respectfully declined.

Kind regards,

Customer Answer
Date: 19/02/2024

Complaint: ********

I am rejecting this response because: in section 26 of your terms of service it informs me that you will provide me with LTE in my area based on the Network Coverage Map. However, the network is so poor I do not even get LTE. So in your agreement and terms of service you are ensuring I am getting LTE. Please provide me with LTE as promised, or allow for me to move to another provider. I have been in ** **** ****** in High River who is also a Bell outlet, they have informed me after looking at my phone and swapping the SIM card to a different phone that the network is very poor and it has been effected since ***** removed ****** software from their towers, and Bell shares their towers but all Bell customers were effected.
I would like the network coverage that was promised in the terms of service agreement at the time of signing for High River or the termination without fees for my remaining 8 months.

Sincerely,

******* ****
Bell Acct #*********
Business Response
Date: 22/02/2024
Dear ******* ****,

The breach of contract fee is related to the
purchased devices and will not be waived.

Regards,

Frederic
Bell Mobility
Customer Answer
Date: 27/02/2024

Complaint: ********

I am rejecting this response because I have offered to hand back the devices as of today. You want to charge me for the device rental period for the next 8 months.
Please provide me with the network coverage your promise in the terms and service agreement ** ******** ********* ******** ***** ***** **** ******** **** ** **** ********* ** ******** ****

You get your phones back, service is terminated and we both go out separate ways. Why should I pay for phones and service when your not providing me with the service I am paying for? You promise in your terms of service my area will have LTE. I do not get LTE.

Sincerely,

******* ****
Business Response
Date: 06/03/2024
Dear ******* ****,

The device charges are not rental fees but
financing fees. We won’t take back the device and the breach of contract fee
will apply should you decide to cancel your service.

Regards,

Frederic
Bell Mobility
Customer Answer
Date: 12/03/2024

Complaint: ********

I am rejecting this response because: you still have not provided me with adequate network service that you have promised in your contract. **** ** * ****** ** ******** ** **** **** I'm paying for service you have agreed to provide me, but yet you are not providing me with the paid service. Fix the network as documented in your contract with me or end the agreement.

Sincerely,

******* ****
Business Response
Date: 26/03/2024
Dear ******* ****,

The company position will not change. The
device charges are not rental fees but financing fees. We won’t take back the
device and the breach of contract fee will apply should you decide to cancel
your service. As such we deem this matter to be closed.

Regards,

Frederic
Bell Mobility
Initial Complaint
Date:19/01/2024
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.
I bought a phone 2 years ago from Bell,
Paid it off after a month.
Been using it for 2 years now.
Recently Bell ********* locked the phone and wouldn’t try to resolve the issue.
Ben on the phone with bell since 2 weeks, nothing has happened
Business Response
Date: 22/01/2024
On behalf of Bell Mobility, I
would like to thank you for taking the time to reach out to us and allow us the
opportunity to resolve your concern.

I have investigated the matter and we require further account
validation. Please
visit a Bell store with 2 valid ID and request to be put through to Bell Mobility Prevention team.

As such, we deem the
matter to be resolved.

Kind
Regards,

Andre
Bell Mobility

Customer Answer
Date: 23/01/2024

Complaint: ********

I am rejecting this response because:

I have already visited the store before to verify and the owner/operator of the store was on the call with bell along with me standing by for 2 hours but they were just jumping us from department to another without trying to look for solution or trying to resolve the situation.

Sincerely,

**** *****
Business Response
Date: 01/02/2024
We
understand you remain unsatisfied, however our position remains unchanged.
Please visit a Bell store with 2 valid ID and request to be put through
to Bell Mobility Prevention team.
Kind
regards,
Andre
Bell
Mobility.
Initial Complaint
Date:04/01/2024
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.
I have been over billed serveral times due to what Bell Mobility agents say, because of an outstanding balance from previous month, sometimes years. This is unacceptable because I pay my monthly bill at times twice month and I ask for am explanation only to get a very ************** and ************** comment. Bell mobility does not have the right to ******** *** shame me or make me feel put down because at times *** ** ****** *** ********* ****** I don't pay in full but to put a majority of a payment towards a bill. My monthly charge is $65.00 and at times I am looking at up to $200. Monthly bill only for them to say it's a balance carried over from may, or even 2022, this needs to stop, where us my money going, why am I being treated this way, * ** ******* **** ****** ****** *** **** ******* ** ********** please help..
Business Response
Date: 08/01/2024
On behalf of
Bell Mobility, I would like to thank you for taking the time to reach out to us
and allow us the opportunity to resolve your concern.

I have investigated the account and did not locate any overcharges. I can
confirm that in the last 12 months, 11 months have carried a past due
balance. As such, you have been billed late payment charges. Please
refer to the Terms of Service; Billing and Payment sections for further details
(**************** ).

As indicated
on your invoice, you have 90 days to dispute any charges your records do not
agree with. Please contact Client Care at 611 from your Bell cell phone
or ###-###-#### to further discuss your account.

Kind Regards,
Andre
Bell Mobility
Customer Answer
Date: 11/01/2024
Thank you for your response, however upon checking bank statements, it appears that I send $75.00 sometimes more to cover monthly charge $65.00 and any late fees, it's possible that the billing cycle does not fall on my pay period that it why there is a carry over, however I would like to know how the extra $$ is allocated even if it's a small amount and why am I being told there are charges or unpaid fees from months or even years ago..
Business Response
Date: 19/01/2024
Dear **** *******,
****** *** ******** ******** *** *********** ** ****** ******** ******** *** ******* ********
This document starts as of your May 2023 invoice since this was the last time your account was up-to-date.
Please refer to your bills if your need additionnal information.
Regards,
Frederic
Bell mobility

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