Complaints

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

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• 

  Bell Mobility

  Client Relations Centre 5099 Creekbank Rd, East Tower Mississauga, ON L4W 5N2

• 

  Bell Mobility

  1200 St Laurent Blvd. St Laurent Shopping Center Ottawa, ON K1K 3B8

• 

  Bell Mobility

  1 carrefour Alexander-Graham-Bell, Building A-7, Verdun, QC H3E 3B3

• 

  Bell Mobility

  50 Rideau Street Rideau Centre Ottawa, ON K1N 9J7

• 

  Bell Mobility

  110 Place D'Orleans Drive Place D'Orleans Orleans, ON K1C 2L9

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:23/05/2023

  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.

  My problem with Bell Mobility's billing department is that it doesn't send me a monthly bill to my Bell Onebill e-mail account. I can't pay a bill if I don't know what it is. When I don't pay the bill, they cut off my service and send my account to a collection service, which proceeds to damage my credit rating. I am willing and able to pay the monthly bill if they would send it to me.

  Business Response

  Date: 29/05/2023

  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 concerns.
  
  We
  have reviewed your account and found that the issue has been addressed
  previously. Bell Mobility reports every 30 days to the Credit
  Bureaus and your account was cancelled due to non-payment. We did not find any
  errors in the reporting to the Credit Bureaus, as such, no corrections can be
  made.
  
  
  Sincerely,
  
  Charles
  Bell Executive Office

• Initial Complaint

  Date:18/05/2023

  Type:Delivery 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.

  Good Afternoon,
  To whom it may concern.
  I have had the worst experience with Bell Canada, I have 3 mobility Device’s & 3 smart watches, home internet & TV streaming service, the understanding of contract is not clear ever, there is a major language barrier with pretty much every employee, to the point that the employee will literally start being **** because I have to ask he/she to repeat their self. I have been told one thing & another employee will say something completely, they do not honour they price’s at all when asked to follow up with their “recording” every interaction is literally no less then an hour. I’m single mother with a 10 year old with a disability. I’ve had to post pone meeting’s & conferences because I’m stuck on the phone. They don’t have one person to help it’s department wait department wait, this company has a road block everywhere to not help their customer’s I have been waiting for a replacement device I was promised from tech support there’s no note’s payment arrangement’s are not processed, when I call in to double check no we do don’t have a record of that sorry the previous employee didn’t document it so basically to bad I’ve literally been on the phone crying it pushes you to that point. I would really appreciate help from the BBB I just can’t handle it anymore it’s to much.
  
  
  Kind Regards
  ***** ******* ************

  Business Response

  Date: 19/05/2023

  Dear Mateo
  Barreno,
  
  We
  would like to apologize for the bad experience you had with our
  representatives.

  In
  order for us to be able to help, we require additional information on the
  situation you are referring to in your message.

  Please
  respond with the details of the situation you want to be fixed.
  

  
  Sincerely
  Jeremie
  Bell
  Executive Office

• Initial Complaint

  Date:11/05/2023

  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.

  I have a corporate account with bell. I went to turkey and Saudia Arabia for a family trip. When I was arrived at Istanbul airport, I got the message on my two phones, welcome to Istanbul then I put my phones on airplane mode same as in Riyadh, Saudi Arabia. The next month when, I received my bill I was charged roaming from Istanbul as well Riyadh $139.00. I did not use a single minute on both my phones. I called the customer service and explained the situation and request to fix my bill, but they did not listened.
  
  Thanks
  
  
  
  ******** **** ******** ***s Ltd.
  Corporate client
  Account #*********

  Business Response

  Date: 12/05/2023

  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. 
  
  We see the roaming charges all occurred on December
  14th. In order to generate data usage, the phone did connect to a
  network overseas and the charges are valid.
  
  Regards,
  
  Frederic
  Bell Mobility

• Initial Complaint

  Date:05/05/2023

  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.

  Husband is military and deployed on a short notice deployment for 6 months, he contacted Bell prior to leaving the week of April 24-Bell would not agree to suspending the account
  I contacted bell again today, May 1st, requesting that the account be held for 6 months and that the remainder of the 6 months be added to the end of the contract- would not do anything to be helpful and solve problem, and would not transfer call to a higher manager.
  We understand that there is still a payment on the device, and just want to have it paused for 6 months while he cannot use his phone overseas, and then add that time to the end of the contact

  Business Response

  Date: 08/05/2023

  Dear ****** ********,

  Thank you for reaching out to us. As previously advised we are unable to suspend at a reduced cost while on a term.

  Thank you,

   

   

• Initial Complaint

  Date:03/05/2023

  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.

  Hello,
  
  I took Bell internet and mobile services and cancelled with in 10days. When i called to cancel the first agent said since you are returning within 10 days there will be no charges. I still go ahead and paid $119.02 since i don't want to show up as a late payment on my credit bureau, that agent promised it will be refunded to the credit card, and never did.
  
  I called 2 weeks later, nice agent said he will return the internet portion only as i have to call for mobile separately.
  
  Meanwhile, another bill showed up on my Bell app for $34.27 and I paid again and today April 28th showing another bill is getting ready.
  
  I called 1-800-667-0123 and spoke to Rye and he has no clue what he was doing, and asked for a manager and he said he will explain but he just cold transferred and I got a new agent Drew on the line, wasted 15 mins explaining again but no use he said he was an agent only, then he promised he will explain to a manager but a supervisor came on line at 9:15am and she has no clue, i had to start again from the verification.
  
  She said after arguing for 10 mins she said that $119.02 returned asked me to call my bank to know when the payment is going to be processed. I am not sure how can a credit card company knows about their refund?
  
  And she kept saying that i will have to pay $34.27 because i used the phone for 10 days. She wouldn't listen and when i asked her ID and asked to transfer above she just hung up.
  
  Could you please investigate into this matter, before I get another bill.
  
  thank you
  ******* *********** 

  Business Response

  Date: 17/05/2023

  Dear ******* ******,

  On behalf
  of Bell, I would like to thank you for taking the time to reach out to us and
  allow us the opportunity to resolve your concern. 
  

  Further to
  our telephone conversation of today, Bell is confirming the following:

  
  •             You confirmed the receipt of a
  first refund cheque for $119.02.
  
  •             Today, Bell issued a second refund
  cheque for $35.78.  This is to cover the
  last two payments you made to your account. The cheque will be sent to you
  by regular mail.
  
  •             Your account is now closed with a $0.00 balance.

  Kind Regards,

  Marc L.
  Bell Canada

• Initial Complaint

  Date:01/05/2023

  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.

  Charging me 700 for charges I didn’t do. They told me I would pay around 400 but now my bill is back to 700?

  Business Response

  Date: 17/05/2023

  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 review your concern. 

  Bell Mobility is confirming the following:

  Further to your CCTS complaint concerning texting usage charges, Bell exceptionally applied a credit for $110.20 on April 3rd.  At this time, we suggested you review your apps and/or proceed to a factory reset.
  
  The remaining balance was then $488.42
  
  Your last bill dated April 18th showed your unpaid balance plus your current monthly charges for $218.00.
  
  Your balance was then $706.42 and you made a partial payment of $100. Your current balance is $606.42.
  
  $382.87 is past due.
  
  Best
  regards,
  
  Marc L.
  Bell Mobility

  Customer Answer

  Date: 17/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  I phoned bell and told the person I can’t afford to pay it all at once. The lady said it would be ok. Considering I shouldn’t have to pay this much at all, they should have the decency to understand that. They will get payments over time. But financially I am struggling 
  
  
  
  Sincerely,
  
  
  
  ***** *************

• Initial Complaint

  Date:28/04/2023

  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.

  Bell charged me for roaming services while I was in the US for three weeks. Roaming services never worked, and they charged me 100s of dollars for it.
  
  Now I cannot get a credit for the roaming service charges.

  Business Response

  Date: 01/05/2023

  Hi Mr ******, 

  I noticed that since you sent in this request that Bell has credited you in full for all roaming charges on your account. 
  

  Is there anything else we can assist you with at this time?

   

  Anthony

  Customer Answer

  Date: 01/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I was out in the US for a full 3 weeks without any cell service. and the best Bell can offer is a credit for services they did not provide.  Not satisfied with Bell's response to this incident, especially since I spent a total of 7.5 hours on 8 separate calls with bell, 3 hours troubleshooting and 4.5 hours trying to get a resolution to the issue. This is not acceptable,
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 12/05/2023

  Hi Mr. ******, 

  Your original complaint was that you could not get credited for the roaming charges that you were charged. We have credited you for those charges in full even though there was some roaming usage while you were in the U.S.
  

  Since we have credited you in full for your roaming charges we are unable to credit you any further at this time. 

  Anthony

  Customer Answer

  Date: 17/05/2023

  
  
  Complaint: ********

  
  I am rejecting this response because: you do not appear to be familiar with the case.  I was present in the US for 3 weeks unable to call my family nor do any work with my computer tethered to my phone.  I made it clear on the multiple calls that my roaming did not work.  You credited me for a service that was not provided, you have not credited me for 3 weeks of inconvenience, for the 7 hours total call time with Bell to attempt to resolve this issue, the time writing over and over again to you, the 3 weeks unable to call my family, the 3 weeks unable to get in contact with me in the destination cities, the multiple hang ups from your call agents because they did not know how to manage the issue..  I get better service from restaurants that make a small impact mistakes and offer to credit my bill- they go further than Bell for a loyal customer that has been with you for over 10 years with no prior history of complaints.

  No I do not accept your feeble attempt to right the wrong your technology could not support.

  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:27/04/2023

  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.

  We signed up for wifi in our vehicle. We have not received service. Ask them to cancel it and they never. Billed again, and in order to receive refund we must travel to our nearest bell store. Which is 240 km one way. $35 a month and this is the second month.

  Customer Answer

  Date: 27/04/2023

  This gentleman was helpful, but could not help me with refund. And “Kenny” from Philippines, was not helpful. He would not give me his last name, employee Id or conversation recording number. Also would not assist with finding account number

  Business Response

  Date: 17/05/2023

  Good
  morning **** *****,
  
  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.
  
  I’ve
  reviewed your account and can confirm that two refunds of $38.85 have been processed
  on May 11, 2023 back to your credit card.
  
  
  Regards,
  
  
  Charles
  Bell
  Executive Office

• Initial Complaint

  Date:17/04/2023

  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.

  I was on a contract for 2 years with Bell mobility with the option to return my device after the 2 years was up and I would receive the credit of $444 for the device return on my bill. I was told it may take 1-2 Bill cycles. I went to the Bell dealer to return the device on December 8/2022. I have pictures of the forms the dealer filled out at the time to return the device because he told me he would not be able to give me a copy of them because their systems were down. 4 bill cycles have now passed and the credit still has not been applied. I have been receiving 2-3 calls a day from Bell Collections regarding this. I have been making $20 payments each month since the account was cancelled because I did have an outstanding amount to pay but wasn’t sure of the exact amount until the credit was applied. This bill has been charged interest because it hasn’t been paid in full. I have contacted Bell Mobility on a biweekly basis to have this fixed and they keep saying it will be dealt with in the next 4-7 business days. And still nothing has been resolved.
  I also took pictures of the device before they took it to prove it was in excellent condition when I returned it. They have since instructed me to return to the dealer to have them call Bell Mobility to confirm they accepted the device from me.

  Business Response

  Date: 24/04/2023

  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 concerns.
  
  I’ve
  reviewed your account and unfortunately we have no record on whether the cell
  phone has been returned. To further assist in in our investigation could you
  confirm the ********* Courier waybill number and the date the cell phone was returned.
  
  Thank
  you

   

  Charles

  Bell Executive Office

  
  

• Initial Complaint

  Date:10/04/2023

  Type:Product 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.

  July 2022 was when i left bell ****** i had moved providers to ***** i was told my last bill was 350 ish so i send them 350 and it was a over payment i have a credit with bell for the amount i paid i have contacted them many times about the money they owe me they can see on there end they owe it too me as well and and now its going on a yr and i still have not gotten my refund

  Business Response

  Date: 25/04/2023

  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 concerns.
  
  I would like to apologize for the delay in having
  this issue resolved.
  
  Please provide the correct mailing address that
  the refund cheque should be mailed to, once I have received the mailing address a
  refund cheque will be processed. 
  
  
  Thank you
  
  
  Charles
  Bell Executive Office 
   
  

  Business Response

  Date: 08/05/2023

  Good afternoon ******* *********,
  
  A request has been processed on May 2, 2023 to
  provide two refund cheques, one in the amount of $150.00 and the second in the
  amount of $350.00.
  
  The process to
  provide the refund cheques normally takes approximately three to four weeks and
  will be delivered by ****** **** to the address you provided of *** ******* ***** ******** ****, Mallorytown, ON, ******. 

  I would like to thank you for your patience and
  understanding in this matter.
  
  Sincerely,
  
  Charles
  Bell Executive Office

  Customer Answer

  Date: 18/05/2023

  
  
  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,
  
  
  
  ******* *********