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

  50 Rideau Street Rideau Centre Ottawa, ON K1N 9J7

• 

  Bell Mobility

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

• 

  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

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:15/03/2023

  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.

  Attempted to switch to Bell Mobility from ******. Called sales on Dec 30, signed up for Mobility, internet and TV service. Order # ******** 
  TV and internet service, no issue. Mobility service was quoted at $55/mo with $18.84 device rental, total $73.84/mo. Security deposit was $200. Rec'd order confirmation by email after deposit was paid. Issue begins;
  
  Was advised that device had been shipped, would take 3-5 days. Was called by Bell and asked to verify my identity through secure online service, was completed. After device not rec'd, placed follow up call and was told to visit a Bell store to verify my identity in person. Was told new order needed to be placed due to error in Bell's back office. New order was placed, Identity verified in person, told 3-5 days.
  
  Device not received, called Bell again. Told again to verify identity in store. Visited store again. ID verified, told another issue in back office, then told that deposit amount was actually $500 total. I advised bell this was not what was quoted. Was told by Bell they would investigate and follow up. No follow up call received. Visited Bell store again to try and resolve the issue, was told again the deposit was $500. I was ready and willing to pay the additional $300 until the new order information rec'd from Bell was higher than what was quoted (device rental went from $18.84 to $35/mo). I advised this was not what was agreed and was told Bell would investigate and I would receive a call back.
  
  After several weeks of waiting, two phone calls were received requesting more information. I emailed my complaint, and finally on Mar 6 I rec'd a call and was told the deposit is not negotiable, and as far as billing rates for the original order sales would need to get involved to determine if they could match the original order, as bell Mobility pricing changes week to week. I have emailed regarding this complaint I am making and that I want this resolved immediately.

  Business Response

  Date: 12/04/2023

  Dear Mr. *****,

  I note that a supervisor from Bell’s Executive Office sent
  you an email asking you to provide your contact number in order to discuss your
  concerns.

  At this time, should you wish to transfer to a postpaid mobile
  account, you will have to do so at the current pricing available for devices
  and rate plans.
  I would invite you to reach out to Bell Mobility’s Client
  Care team if you still wish to complete the change.

  Regards,

  Mandy *******
  Bell Executive Office

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I wish to receive the device and service that I was quoted and paid for. Bell's mismanagement between departments regarding this agreement is no fault of mine, and I will accept no responsibility for this.

  I expect Bell to make good on this quote, otherwise I expect some other form of restitution to compensate for my time and frustration regarding this matter.

  Furthermore, Bells seeming refusal to discuss this matter in writing (via email, as I have requested on multiple occasions), gives one the feeling that Bell is attempting to avoid liability regarding this matter. I find it highly disconcerting that a high level company such as this would act in this manner.

  I look forward to Bell's response (in writing, this time).

  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 25/04/2023

  Dear **** *****,
  
  I have investigated the matter and I
  see that you have been in contact with supervisor from Bell’s Executive Office since
  April 4th and an agreement was reached. 
  
  Regards,
  
  ********
  Bell Mobility

• Initial Complaint

  Date:18/01/2023

  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.

  Called Bell originally back on 2022 just to inquire about their mobile services. Was told they would send me a SIM but never got it. Every month I receive a bill from Bell even though I have no business with them. I need them to stop since this issue has affected my credit score.

  Business Response

  Date: 30/01/2023

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

  We have reviewed your complaint in regards to a Bell Mobility order for which you never received the ordered SIM card and you were billed for services that you never used. As per your complaint, this has affected your credit score determined by the credit bureaus.

  We can confirm that the account balance is now zero. We can also confirm that any report sent by Bell Mobility to the credit bureaus was deleted from your credit bureaus file.

  In regards to your credit score, Bell Mobility does not have any control or insight on the credit scores calculation elaborated by the credit bureaus. For any question regarding your credit scores, you must seek response with the credit bureaus in question.

   

  Sincerely,

  ******* 

  Bell Customer Service

  Customer Answer

  Date: 30/01/2023

  
  
  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.

  Now I do have some following questions. Does this mean my credit score won't be affected anymore, moving forward? Will I regain the ponits that I lost due to this incident?
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:22/12/2022

  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.

  My wife and I have had a lot of problems with our Bell mobility account. We moved from Nova Scotia to Ontario and were convinced by a Bell representative to switch our cell phones from ***** to Bell Mobility. The plan we were offered included a discount and we were told we would receive more data at the same price we were paying for *****. Bell was to close our account with ***** and we were to received a new Ontario numbers **** *******. Our cell phones were activated with a sim card containing a *** prefix.
  After a month we found out that the ***** account had not been closed and our Nova Scotia numbers were still alive. We went back to a Bell store that sold us the original plan and explained the situation. They accepted it was their mistake, said they were giving us a credit for the month ***** as still active and would close our ***** account. They closed of ***** account but gave us our old Nova Scotia cell number s **** ******* back instead of the *** numbers we had been using for the past month.
  When the bill came, we were given credit for the month ***** was still active by mistake and the changing of the wrong ***** prefix numbers back to the Ontario numbers. However, we were charged HST on all the credits and discounts we were given. This was never discussed with us before we signed up with Bell or when they accepted their mistake and gave us credits. When I questioned Bell on this the answer was essentially, we can do it because there’s no law stopping us from doing it. We were therefore not getting the discounts and credits we were originally promised.
  **** ******** ** *********** *** ************ *** **** ****** ****** ** ******** ** ** ***** *********** **** ***** ********* ****** **** ***** **** ********* **** **** *** *** **** ** ******* ****** **** ** *** ** ***** **** *** ******

  Business Response

  Date: 06/01/2023

  It was a pleasure speaking with you today.
  
            I am
  pleased that were able to discuss your concerns and resolve the matter.
  
           Should you have any further questions
  and/or concerns related to the matter, please contact me.
  
           Sincere
  regards,

   

  *****

  Bell Mobility

  Customer Answer

  Date: 06/01/2023

  
  
  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,
  
  
  
  **** ******