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.

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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:03/01/2024
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 am writing to file a formal complaint against Bell regarding multiple issues I have encountered with their services. Despite numerous attempts to resolve these matters, I have been met with inadequate solutions and erroneous billing practices.

The concerns I wish to address:

1. Inaccuracies in Billing: Bell has billed me incorrectly multiple times throughout my contract, and now are alleging outstanding charges of $1,970 despite my account being closed several months ago. I refuse to pay this erroneous amount as I have not used any services.

2. False Reporting to Credit Agencies: Bell has reported false information to my credit report, impacting my credit score negatively. This action has been taken without just cause and has caused significant distress.

3. Subpar Service: Despite paying for services, the quality provided by Bell has been unsatisfactory. Rather than addressing the actual service issues, Bell has attempted to attribute these problems to my new phone which they gave me, and is not the root cause of the poor connection.

I have diligently sought resolution through Bell's customer service channels, but their proposed solutions were inadequate and failed to address the core issues. Moreover, they falsely claimed that I declined their proposed solutions, which were ineffective "child's play" attempts to rectify the situation.

I demand the following actions to be taken promptly:

1. Full Refund: I am requesting a full refund for the duration of my contract, given the substandard service provided, and zero out any outstanding balances.

2. Immediate Closure of Account: Bell must close my account without delay, given that it was supposed to be closed months ago, and cease any further ******* billing attempts.

******* ** ******* ***** ******** *** ******* * ********** **** ***** ** ** ****** *** ** ******** **** ****** ******** ********* ******** ***** *******
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 allowing us the opportunity to respond your
concern.

I have reviewed your account and can confirm that the CCTS
investigated the allegation of billing issues. The CCTS advised Bell to apply a small credit
and the matter was closed by the CCTS.

The account currently has 2 active watches. To cancel, please call Client Care at ###-###-####
so they may set the cancellation and provide further details in relation to
charges, prorated credits, etc.

Kind regards,

Andrea
Bell Mobility
Customer Answer
Date: 10/01/2024

Complaint: ********

I am rejecting this response because:
Despite the involvement of the CCTS, I am dissatisfied with the lack of resolution provided for the issues I've encountered during service. My primary request remains unchanged: I am seeking full reimbursement for the entirety of the service period or a complete zeroing out of any outstanding amounts owed to Bell Mobility, as previously communicated.

It is disheartening to note that my request seems to have been overlooked and ignored in your response. To reiterate, I have already transitioned my services to another provider several months ago, and they have duly informed Bell Mobility to cancel my active phone lines. Therefore, any contact to Bell for cancellation purposes is redundant.

Please be informed that your recent response falls short of addressing the gravity of the situation* **** **** ** ******** ********** ****** ** ** ****** *** ** ******* ** ********* ** ******** **** ****** ******* ** ** *********** ********** ** *** ******* *********

I urge Bell Mobility to provide a satisfactory resolution within a reasonable time frame. This is a final opportunity for Bell to address my concerns ****** * ** ****** ** **** ***** *******

I eagerly await your prompt and satisfactory resolution to this matter.

Sincerely,

**** ******
Business Response
Date: 26/01/2024
Thank
you for the reply.

After further review of your account, I confirm that I could not locate a record of you requesting the cancellation of the
remaining mobile lines. However, and as
per your request within this BBB complaint to immediate close your account
without delay, I can confirm that I have now cancelled both remaining
mobile lines.

Regarding the charges on your account, I can further confirm
that:

1. All charges (which includes the remaining device balance)
for the originally cancelled line ending in 1593 were and are correct,
due, and payable.
2. Charges for the mobile line ending in **** were and are
also correct, due, and payable. Please note that this mobile line was on term and as you are cancelling
early, the remaining device balance of $274.92 will be billed on the
February 2024 invoice. The device balance is further detailed in
your contract dated November 25, 2022; and
3. Charges for the mobile line ending in **** appears to be
for the same IMEI as the mobile line ending in ****. Accordingly, I have adjusted all charges
billed to mobile ending **** since the
activation date of November 2022 in sum of $131.95. As this line was not on a term, there will be no further charges.

Please note that except for the charges for the **** mobile
line, all other charges were correct and remain outstanding. As
payments were not made to the account as agreed upon, the account was referred
to collections in the normal course and reported accordingly.

You will receive your final bill in February and all the above noted
credits and charges will be displayed therein.
Please note that late payment charges will continue to accrue on your account
until full payment is made. The balance will also continue to be reported
in the normal course.

Kind
regards,

Andrea
Bell Mobility
Customer Answer
Date: 02/02/2024

Complaint: ********

I am rejecting this response because:
My new phone provider has confirmed the notification of my service cancellation to Bell in May 2023. I urge you to recheck your records to verify this information. I want to reiterate that I am not liable for any charges beyond my cancellation request in May 2023.

I expect a prompt and thorough review of this matter, and I will not be making any further payments until this issue is resolved appropriately.

Sincerely,

**** ******
Business Response
Date: 09/02/2024
Dear
**** ******,

I
trust you are well.

I
understand you remain dissatisfied with the reply, however, our position remains
unchanged from the January 26, 2024 reply.

Sincerely,

Andrea
Bell Mobility
Initial Complaint
Date:02/01/2024
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.
My cell phone with bell began not to work on their network even though it had been working for almost 4 years. When I called for technical support they actually had the wrong cell phone type on my the bell provided tickets as you can see. They also did not have my email, and did not attempt to speak with me, and since they did not have my email, they have no proof they even attempted to contact me. My phone cell phone type was a ******* ** while Bell had this listed as a ****** ***. Bell lacked due diligence in attempting to help fix my issue, and did not attempt to help but instead wanted to force me to buy another phone. When I spoke to an agent at the store, I did not sign any purchase agreement for another phone. But I was charged an one charge for not reason. But I did not sign any actual agreement to buy any phone. The bell agent hid the the agreement and was not being straightforward ** *** *** *** **** *** ******** ********* **** ******** **********. The agreement does not have my signature. However, the to purchase another phone.

My phone did not work for many months, and I refused to pay the bill. Bell suspended my account. I paid the bill $298 for the Nov 19th bill and I was forced to obtain another phone. But bell immediately charged me another $241.29 for December Bill for no reason. They have no explanation as to how I paid $298 and then they charged me another $241.29 and now bell keeps charging me more fees and late charges. At the present time Bell's bill is almost $349 but I have not had service for almost one year. **** ***** *** ********
I am asking for a full refund of $349 as almost $100 dollars of this is in late fees. I also asking for a full refund of the remaining $250 almost as my phone was not working for almost a year. I am also asking for bell to fully refund the phone I was forced to purchase.
Business Response
Date: 03/01/2024
Dear
********* ******,
We have
reviewed your complaint in regards to the billing of your Bell Mobility
account.
We have
also reviewed the proceedings following your complaint submitted through the
CCTS as well as the most recent available update.
You may
find the signed copy of the agreement in your online profile at www.bell.ca. As well, you will retrieve the
copies of the previous agreements since the activation of the account.
The monthly
charge for the price plan of your service is not billed since March 4, 2023. The
service is suspended since that date. As per the agreement, Bell Mobility
charges for the Monthly Device Payment of $4.24. The remorse period to return
the device is over hence the contract has to be honored. As a goodwill gesture,
we accept to credit the late payment charges from the invoice of May 2023 to
December 2023 inclusively for a total amount of $68.97.
Finally, despite
the fact that usage is showing on the invoices from December 2022 to March 2023,
there was no payment applied to your account.
With the above,
you will understand that the owed amount of $290.35 is valid. Since the CCTS complaint
is closed, the collection process will resume. You may refer to the letter sent
on December 27, 2023 for additional details.

Sincerely,
*******
Bell
Executive Office
Customer Answer
Date: 04/01/2024

Complaint: ********

I am rejecting this response because:
Bell still has no explanation of why they could not fix my phone issue with evidence Bell themselves provided to CCTS. It was clear that Bell did not attempt to help me or fix the issue.

The agreement Bell provided does not have my signature. Since I was present in person and not on the phone, any changes required my signature in terms of charges.
Bell still has no answer why they showed no usage in one month.... when I paid the full balance on Nov of 2022. There was no usage because my account was suspended. The next bill I'm Dec 2022 was $231. I was not told about any of the charges on this bill. And Bell has no signature that I agreed to any additional charges. I was simply told that if I change my phone my service issue will be fixed. But I should not have had to change my phone to begin with since Bell had the wrong cell phone information on their to tickets ad previously stated.
Thank you kindly and I look forward to hearing from you.

Kindest and Sincerest Regards.

********* ******
Business Response
Date: 15/01/2024
Dear
********* ******,
Based on
the findings obtained through the CCTS case investigation, our response remains
the same.
There will
not be additional adjustements/credits applied to the account since Bell
Mobility considers all charges valid in regards to the agreement accepted in
November 2022. You will find a copy of the signed agreement the attachment
section.

Sincerely
*******
Bell
Executive Office
Customer Answer
Date: 23/01/2024

Complaint: ********

Complaint: ********

I am rejecting this response because: that is not my signature. it is very clearly ********** similar to the tickets provided by bell that shows bell inputted ********** incorrect information. my signature is much different than these and clearly something is going on here. Again I draw your attention to the two tickets that bell themselves provided to show that they had incorrect information regarding my cell phone, and the ticket create dates do not match the timeline.

Sincerely,

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

Sincerely,

********* ******
Business Response
Date: 01/02/2024
Dear
********* ******,

We
understand that our response to your complaint is unsatisfactory to you.
Nonetheless,
we remain on our position set by our findings brought through to the
investigation of your CCTS complaint.
Bell
Mobility considers the charges applied to your account valid. Please refer to
your CCTS complaint for more details.
Following your
revision of our investigation, if you still believe that our findings are
erroneous, you may seek resolution through other avenues.

Sincerely,
*******
Bell
Executive Office
Initial Complaint
Date:19/12/2023
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 Mobility changed the price of my mobile plan without notifying me. Over the course of 3 years I paid my bill at the agreed upon price without ever knowing that my balance was accumulating.

They are now telling me I owe 227.66$ in overdue balance.

I was never communicated that I had an outstanding balance during this entire time. I have paid every single month.

I called and they have refused to address the situation.

I asked them to cancel my account over 10 times and they continually tried to not cancel my account. I am still unsure if they even cancelled it or not.

They have told me that this will affect my credit score if it is not paid.
I do not feel like I should be required to pay for this as they did not tell me the price changed.
Business Response
Date: 21/12/2023
Dear ******** *******
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 concerns.

To further assist in our investigation could you provide the Bell Mobility account number and cell phone number regarding the issue?

Rachel M.
Customer Answer
Date: 21/12/2023
My phone number is ###-###-####
My account was terminated with an outstanding charge. I do not have the account number. I do not receive letters from you in my mail. I do not receive any emails. The account number is not listed when I log into my account online. I have no way to retrieve my account number.
Business Response
Date: 09/01/2024
Dear ******** *******,

I located your account and I see that you were paying $46.60 monthly but your charges were more than that amount monthly, therefore you were not paying the balance. We have provided you your bills monthly to the email address you provided us and I see that you have a MyBell profile online to view your bills, therefore you had access to see and review your charges. If at any time you had issues accessing your bill or had inquiries regarding the charges, you need to contact customer service to enquire.
The balance owing is valid. The amount due is actually $190.15.
Thank you,
Allyson
Initial Complaint
Date:14/12/2023
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 switched all my mobile service to bell as they told me they could activate a standalone ***** watch cell plan with its own number. I bought the watch and cancelled my service with ****** and moved to bell. Now, after two weeks I still have been unable to activate the watch online, by phone or in person. There is nothing wrong with the watch, I even exchanged it and tried another one, I have spent countless hours doing the trouble shooting and again no problems except they cant activate it. They offer no resolution and I have talked to 30 Bell employees from many departments some of which are managers and in the end they transfer me to someone else or disconnect my call. Managers tell me they make notes and will help only to find out the notes are not there and each escalation doesnt result in anything. I was even given **** ******** ******* *** phone numbers that loop me back to the same place. They advertise a service they can not activate and got my business by offering a service I cant access.
Business Response
Date: 15/12/2023
Hi *** *******,
You seem to be having an issue activating a Smartphone account that was initiated in store.
The best course of action would be to go to the store to complete the activation because they have the original request and if there is a glitch they can cancel the original request and resubmit.
*******
Customer Answer
Date: 15/12/2023

Complaint: ********

I am rejecting this response because:
This response is entirely unhelpful. The account was not activated in store it was done by phone. Also I have gone to two stores they couldn’t do it and I have spoken to various Bell departments- about 30 different agents including case managers, technicians, etc. no one can activate the watch. I was last told the watch can’t be activated unless bought from bell yet on the website it says you can purchase it anywhere, *** ******** **** **** ****. ***** also exchanged the watch and it still didn’t work so it’s not an issue with the watch. Please take this matter seriously *** ***** **** ** **** ******* **********

Sincerely,

*** *******
Business Response
Date: 22/12/2023
*** *******,
Your case is with one of our senior agents.
I see that she left a message for you on December 19 and 21 2023.
Please contact her back so she can resolve your issue.
*******
Customer Answer
Date: 04/01/2024

Complaint: ********

I am rejecting this response because:

I have spoke to her many times and left her emails over the past week a it has not been resolved.

Sincerely,

*** *******
Business Response
Date: 16/01/2024
Hi *** *******,
You technical issue has been resolved as per notes on your file dated January 15 2023.
*******
Customer Answer
Date: 23/01/2024

Complaint: ********

I am rejecting this response because:
They did not resolve it, instead I was forced to buy a device from bell at a higher price and then promised a credit I was never given. *** ****** **** **** ******* ** **** ** ** *** *** **** *** * ****** **** **** ** **** ** **** *** * ****** ***** ** ****** I had to return the exact same device to ***** and I lost more money as I lost a gift card as well as a price difference. Not to mention I spent 3 months and many many hours with bell trying to resolve this.I want the credit I was promised and bell to not be able to advertise that one can ‘bring your own device’

Sincerely,

*** *******
Business Response
Date: 01/02/2024
*** *******,
You last spoke to an agent on January 15 2024 who offered you $180 for compensation which you rejected.
I'm sorry that there was an issue with connecting a watch your purchased elsewhere to our system.
If you would like to further discuss this matter it is best your speak with the executive care agent that you were dealing with as that person has your case.
*******

Customer Answer
Date: 06/02/2024

Complaint: ********

I am rejecting this response because
this is untrue I accepted it and even verified it in a later call. I am awaiting the credit. I have emailed and called the person directly with no response. *** *** **** ** **** ***** ***** *** *** ****** ** ******* *** *****.

Sincerely,

*** *******
Business Response
Date: 12/02/2024
*** *******,
The notes on the account show that you stated that the $180 compensation was not enough and that you would like further compensation.
Those are notes with the executive care team.
I will have the agent you spoke with contact you as there seems to be a miscommunication here.
You can reach her as well at **********.
*******
Customer Answer
Date: 21/02/2024
Complaint: ********

I am rejecting this response because: This is untrue she verbally told me the credit was applied and I am now requesting the calls and logs on this case. I spoke to her today and she now says she is unable to apply the credit. Also the credit was ONLY to satisfy being made to buy the watch from bell instead of ***** the account for the cost difference and does not deem the case satisfied ** ** ** *** ***** ** **** ******** **** ******* **** ******
Sincerely,

*** *******
Business Response
Date: 06/03/2024
*** *******,
You spoke with an agent on March 6 2024 and she credited you for all charges you were disputing.
*******
Initial Complaint
Date:13/12/2023
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.
Unfortunately I do not have the names of the representatives that I spoke to because I assumed all calls were recorded and notes were kept on Bell's end. During the first week of November I reached out to Bell because a competitor (****) offered me a better deal for my mobile phone. I was told to call back closer to Black Friday for a better deal, because I wanted to stay with Bell who is my current provider I lost the deal from the competitor by waiting. When I called back on November 22nd I was offered $75 for 100 gigs of data with a $25 discount bringing the total price to $50/month. The person on the phone said the plan was approved and someone would call me in a few days to activate it.
No one reached out to me. I contacted Bell last week and spoke to a gentleman who said he would investigate that matter by reviewing the call and get back to me. Again, no one called me back. Today, December 7th, 2023, I reached out to Bell for the 4th time regarding the promised discount. The woman I spoke to today said there was no record of my inquiry or an offer promised to me. In fact, she said I was making up the offer because if it existed it would have been applied to my account. She refused to look into the previous calls or notes from my interactions with her colleagues. She didn't believe what I was saying but made no effort to investigate. This has been the worst customer service experience. Bell clearly does not care about retaining customers. Thanks to this runaround I have missed the opportunities with the other providers.
I am looking for what was offered to me:
$75 for 100 gigs of data with a $25 discount bringing the total price to $50/month.
Business Response
Date: 15/12/2023
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
the $25 credit on the BYOD unlimited 100GB plan discussed in November 2023 is
only available with an additional line on the account.
This being said, Bell Mobility can
add an unlimited 120GB plan at $75 and apply a $25 credit for 24 months to your
account.

Please note that changing plan, your
current plan cannot be added back at a later date.

Please confirm you want to proceed
with the changes or contact our loyalty department to see if other options are
available.

Kind
Regards,

Andre
Bell Mobility
Customer Answer
Date: 22/12/2023

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,

***** ********
Customer Answer
Date: 19/01/2024
This complaint is a continuation of my previous complaint #******** with Bell Mobility that was recently closed without the matter being resolved. After I agreed to the proposed resolution via BBB I received an email from Bell stating that they would not honor the offer AGAIN! **** ** * ********** *** ** ***** ********* ******** *** **** **** *** ******* ******** *** *** ***** ** *** ** ** *** **** * *** ****** *** ** ******* I find this whole process to be extremely frustrating because I am now being asked to track down the person from Bell (Andre) who made the offer. I have been patient and tried to work with Bell and I feel like I am being punished for being a loyal customer. There should be a way for Bell to apply the agreed upon offer to my account internally and I should not have to be denied or chase representatives I can only get a hold of via BBB complaint. ** **** ****** ****** ** ****** ** **** **** * ***** * **** **** ** ****** ***** ******** ********* ********** *** ******* ** ***** ******** ***** **** **** **** *** ***** ****** **** ** ***** *************** ** **** **** ******* **** ** ***** ** ********** ** **** * ** ****** *** ** ** **** ****** Please help me resolve this.
Business Response
Date: 24/01/2024
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.

Bell Mobility has added an unlimited 120GB plan at $75 and applied a $25 credit for 24 months to your account.

Kind Regards,

Andre
Bell Mobility
Initial Complaint
Date:15/11/2023
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 mobility reported to the credit bureau that I missed a payment in August when in fact I paid $429.60 on August 25, 2023.

The lady on the phone was very helpful and very polite, She went back to the Credit department twice to try to get them to change this but they said they only report payments once a month and there was nothing they could do.
Business Response
Date: 16/11/2023
Dear ******* ********,

I have reviewed your account and payment
history. There has been outstanding balances forwarded onto the next bill for
the months of May, June, July and August. Bell bill you monthly and your
payment is due upon receipt. If you don’t pay the full amount within 30 days of
the bill date, you will be charged interest on the balance owing and we may
refer your account to collection agencies.

Regards,

Frederic
Bell mobility
Customer Answer
Date: 07/12/2023
Bell mobility reported that I did not Make a payment in august which is absolutely untrue. I want their statement corrected please. This is my second complaint in order to have this corrected and nothing has been done yet by them.
Business Response
Date: 13/12/2023
Dear Candace
McDonald,
When an
account is not paid in full within 30 days of the bill date, Bell Mobility reserves
the right to charge interest on the balance owing and report the unpaid balance
to credit reporting agencies or credit grantors. There was a balance forwarded
to your August 17th bill which has been paid on August 25th.
Best
Regards,
Frederic
Bell
Mobility
Customer Answer
Date: 09/02/2024
**** ** *** *** **** **** * **** ***** **** ********* **** ** ******** AUGUST 24, 2023 I made a payment of $429.60 to Bell Mobility. They have put on my report that no payment was made and it was a missed payment. I have called them and they are refusing to correct it. This is the sixth complaint I have made to your office with no response and no resolve. Hopefully this time someone will look into this for me. **** **** **** ** **** ***** ********* **** ****** ***** ***** ******** ******* ###-###-#### ****************@*****.com
Business Response
Date: 20/02/2024
Dear ******* ********,

When an account is not paid in full within 30 days of the bill date, Bell Mobility reserves the right to charge interest on the balance owing and report the unpaid balance to credit reporting agencies or credit grantors. There was a balance forwarded to your August 17th bill which has been paid on August 25th.

Best Regards,

Frederic
Bell Mobility
Initial Complaint
Date:27/09/2023
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.
There is constant dropped calls through the province when making phone calls . You cannot hold a phone call in southwest Nova Scotia . The situation has worsen over past few months Bell charges high fee for cell service and the service is poor , there is beyond multiple locations with no service poor service .
Business Response
Date: 03/10/2023
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.

Please contact Bell Mobility technical support at **** ******** ** **** so we may troubleshoot the issue you are experiencing.

Kind Regards,

*****
Bell Mobility
Initial Complaint
Date:25/08/2023
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.
Signed up for a cellphone with bell, it included an ***** Watch. I exchanged it within a week for a different model of Watch.

Someone at the store opened a separate account and started billing me for both watches. The account was hidden from my main account. It racked up $758 in debt and marked as derogatory. Bell claims, I still owe money for the watch that was returned. I’ve spent well over 12 hours dealing with this in store, branch and by phone and no one will take accountability. Bell has ruined my credit score and trying to make me pay for an *** watch that was returned a year ago.

When I call I keep getting referred to different departments. No one keeps notes. Staff *** ********** *** keep telling me I owe them money.

I want the account removed from the system, backdated to the return date, a correction sent to the credit bureau to have my credit restored and compensation for the time wasted dealing with this for a year.

I really appreciate your help reviewing this Information and I really hope you can help me reinstate my credit rating.

Best,
****
Business Response
Date: 28/08/2023
*** **********,
If the purchase and return was completed in store, than you would have to go to the same store for resolution as you can bring in the receipt from when you returned the item for proof and match with in store receipts.
If you are not receiving assistance in stare, you can further call our fraud and prevention team at ###-###-####.
** ****** **** *** **** ** *** ***** ******* *** *** *** ******** **** **** ** *** ********** **** **** *** *** *** definitely start in store and escalate there to store manager level before calling the prevention team.
Anthony
Initial Complaint
Date:19/07/2023
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.
Ongoing problems with Bell.
They are not processing my automatic bill payments.
They added a home phone line I did not request nor do I have.

They make excuses like "you are not paying for it"

I don't have this home phone number, never asked for a home phone. I spend hour on the phone daily with people who are not trained and not honest.
Business Response
Date: 20/07/2023
Dear Ms. ******,
A Bell telephone line (dry Loop) is required for your Bell Fibe Internet service to
function. This line is for digital data usage and does
not have an active telephone service; therefore, calls cannot be made with it. It
is the reason that you do not have a monthly charge for it.
After review of your
account, your payment method was changed after your June 2023 bill date. On July
10, 2023, an attempt to apply a pre-authorized credit card payment was made;
however, it was refused by your credit card company. I note that on July 11,
2023, you made an update, through your Bell.ca profile, to your credit card
information on file. Please note that you may log into your Bell.ca profile to
ensure the correct credit card information is registered on your Bell account.
Regards,
Mandy
Bell Executive Office
Initial Complaint
Date:18/07/2023
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.
Since the start of my contract I've had issues
First phone I was provided, the screen stopped working .
I had to submit a claim through the insurance I purchased when I sign the contract
Then I was provided another phone and given a bill for the phone. Which was tacked onto my monthly bill. With threats that if it's not paid within 30 days my services would be suspended

Odd.

This new phone provided ALSO has been none stop glitching. GPS NOT FOUND . SIM NOT FOUND. ERROR UPLOADING. NO INTERNET CONNECTION.

-Google maps never pin points my location. Always way off point . Gives me error codes listed above

Google photos- uploading for hours amd hours just to give me error codes listed above.

Tried returning the phone. They wouldn't return it because I didn't pay the remaining balance.

So I paid it. Even though I shouldn't have.

Then I tried returning it again , they would deal with it because it was through the insurance.

Call the insurance...can't get through. Line disconnected multiple times.

Finally escalated the file with Bell. Manager sends me an envelope to send back the phone.

But I'm thinking ...why send it back. I've paid hundreds if not thousands for these two phones. And now they want it back ????

I asked to just wipe the bill clean and give me a new phone and contract.

They wanted more money. Another $300 PLUS return of the device before issuing me a new contract and phone

This entire contract has been **********. ** ******* ***** . I should have reported this last year.

I pay my bill every month. And pay extra so I'm always ahead
PLUS I pay extra for the insurance on the phone.
PLUS I've paid for the device (I'm pretty sure TWICE in its entirety)

I've been nice. I've been patient. I've even asked to stay with them and to just start a fresh contract. And add my business number too!

All they keep doing is adding fees. And passing me around each time I try resorting the issues.
Business Response
Date: 25/07/2023
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.

I have investigated the matter and must refer you
to your Contract and the Terms of Service that you agreed to for further
details relation to your device warranty and fees associated with the
device. The section titled Schedule
A/Smart/Phone Care relates to you as you subscribed to that feature.

As such, the
request for refund has been respectfully declined.

Kind Regards,

Andrea
Mobility
Customer Answer
Date: 25/07/2023

Complaint: ********

I am rejecting this response because:
i am not denying any of what ive agreed too. I stay true to my word and what I've agreed upon.
However ....I DID NOT agree to pay for FAULTY products. TWO faulty products to be exact. To which you have made ME pay for. Through insurance AND outright.
I'm sorry to say....but Bell faulted first. Therfor any agreement should be voided.
Do NOT try to get around this by saying that I have sign and agreed to all these fees and charges when you know full well that you guys are the ones who provided POOR products and poor customer service. And yet still charged the client for it all. And then asked for the device back. Haha. You must really think people are that oblivious.
You want to escalate this ? PLEASE say you do. Because it doesn't take a rocket scientist to figure out who was at fault FIRST here
And regardless of all this ********** business behavior...I STILL PAID FOR IT ALL PLUS PAID MY MONTHLY BILL !!!
Escalate this file. PLEASE. It's about time Bell gets nailed for its ********** contracts.
*********

****** *****
Business Response
Date: 08/08/2023
Dear ****** *****,
When reviewing your account, I note that you spoke with the Executive
Office in June. A resolution was offered
and you declined.
I understand you remain dissatisfied with the response from
Bell, however, our position remains unchanged.
Sincere regards,
Andrea
Bell
Mobility

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