Complaints

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

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  Bell Internet (Residential)

  160 Elgin Street P.O. Box 70092 Ottawa, ON K2P 2M3

• 

  Bell Internet (Residential)

  P.O. Box 696, Stn. B Sudbury, ON P3E 4R6

• 

  Bell Internet (Residential)

  910 7000 Emerald Drive Sherwood Park, AB T8H 0P5

• 

  Bell Internet (Residential)

  10 Fl-1111 West Georgia Vancouver, BC V6E 4M3

• 

  Bell Internet (Residential)

  10157 101 St NW Edmonton, AB T5J 0T6

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:18/05/2023

  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.

  The whole experience of having Bell fiber internet installed on our street has left such a bad impression that I am very unlikely to ever consider becoming a customer of Bell. More than six months ago a number of holes were dug in the easement in front of our house with a large metal plate being installed and cables protruding through the adjacent grass.
  
  Yesterday, a crew started digging on the easement and when I asked what they were doing, I was told they would be lifting the bottom row of stones on my interlocking stone driveway to run cables. I told the supervisor there was a conduit running under the driveway which had been installed to take ****** cable. When I returned 30 minutes later, they had removed and reinstalled bottom row stones. I was told they didn't have time to locate the conduit and didn't have time to contact each homeowner to tell them what they were doing before work started.
  
  I asked the contractors to stop digging on what I thought was my property as they were digging a small trench to run cable to my neighbours house. During a more heated discussion with the supervisor about where my property ended, it was very clear he had no idea how far my property extended. He told me stories about homeowners who objected to the work and mentioned incidents involving being attacked by a baseball bat, having to call in by-law officers and having the police take action. I told him it was not surprising homeowners reacted when the work was not explained in advance and contractors acted as if they had no need to provide a basic understanding of what was being done and why.
  
  The supervisor then told me his crew had to come onto my property and I had signed a document that stated I wanted the cable connected to my house. This was not true and I told him so. Now the the easement is a mess with cut up sod, holes and sand missing between driveway stones. I also spoke to a neighbour who had her ****** cable cut by this crew. Not impressed.

  Business Response

  Date: 23/05/2023

  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 respond
  to your concern. 
  
  I have reviewed the situation and and am pleased
  to know that you have been in contact with a Case Manager and they are working
  towards a resolution wioth you.
  
  Kind Regards,

  ******
  Bell Canada

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The installation of the optic fibre cable took place on our street in the fall of 2022. All repairs to the asphalt and lawn were subsequently completed. Today, we noticed a sinkhole has developed on the asphalt driveway close to where the cable was installed underneath. It appears that the sinkhole will get larger with warmer temperatures as we can fit our hands under the asphalt. Repair is required as soon as possible to prevent further damage to the driveway and potential damage to my car.

  Business Response

  Date: 15/05/2023

  Dear Ms. *****,

  We have reviewed your complaint in regards to damages to your driveway following the installation of the fiber optic network.

  We have forwarded this matter along with your contact information to our team handling this type of situation for immediate review and handling.

   

  Sincerely,

  *******

  Bell Executive Office

  Customer Answer

  Date: 15/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20053419, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  When purchasing a cottage 2 years ago, called Bell for wifi and was recommended an 'Orbi'. had difficulties in 2021 and simply didn't work (90% of time) in 2022. Called Bell on a weekly basis, continuing to be transferred with no resolution. Our family and friends all had to use and pay for their own data and I was unable to work without hotspotting from cell phones. I continued to advise that I was not paying after the June bill as I was not getting service. I spent probably well over 100 hours every weekend trying to resolve the issue, continuing to request to speak to management. I have a record of who I spoke with and the dates and the conversations (can be provided). I continued to ask the representatives to review the recordings (or why else record the calls?) and advise I was not paying. Finally through September - November, we received an actual modem. All technicians asked why we hadn't previously. we had asked to no avail. First two modems didn't work and then the last technician made it his mandate to get us up and running which we were able to with lots of troubleshooting. No one knew what the 'Orbi' was (had never seen it) and Bell told us to keep it?? they then said we had to pay of which, again, I said no as we now had a modem which I am paying monthly on. Have since received MULTIPLE/ONGOING calls from *** trying to claim (will be sending another complaint for them). we are not paying the $126 as again, spent COUNTLESS hours on the phone and if I could, would like to charge Bell for MY time at MY hourly wage. Being that I am paying Bell on another account, as well as the frustration and time and effort I am spending with Bell, I want this matter dissolved as this has been the WORST experience ever, ruining weekends and costing everyone in money and time and want this complaint filed in Bell's file with ***. Because there are no other options for wifi where we are, I continued our relationship with Bell for the modem.

  Business Response

  Date: 15/05/2023

  Good day ***** ******

  This is further to your *** complaint, kindly provide us with the account number related to your Bell service. 

  ****** ** 

  Customer Answer

  Date: 17/05/2023

  
  
  ****** ******** *******
  
  
  I cannot seem to find how or where to respond to Bell's enquiry based on the claim and unfortunately, cannot get through on the number provided.

  The account in question is #*********. 

  Please advise if this is the correct venue to respond; otherwise, please let me know how I can respond.  Thank you.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 19/05/2023

  Dear ***** ******
  
  Thank you for providing me with the
  account number.
  
  A verification
  was done and further to **** Case #  *******, I can confirm that you have an open
  case with the ****.
  
  As
  such, the resolution will be forwarded to the **** or ****.  
  
  Regards,
  
  ****** *

  Customer Answer

  Date: 19/05/2023

  
  
  ****** ******** *******
  
  
  Understanding that the response is to confirm that the case remains open and is with the ****, I have reviewed the response made by the business in reference to complaint ID 20041743, and find that this resolution is satisfactory to me.

  Additionally, please note that we do have another active account with Bell [paying monthly] for the modem that was provided after the 5 month issue with no service on the other device.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 24/05/2023

  
  
  Complaint: 20041743
  
  
  
  I am rejecting this response because:

  When I received the first correspondence from ****** ******** ****** indicating that Bell had asked for my account number there did not appear to be anywhere to respond or reply so I edited the response email to the bureau with the account number (*********), however, I received another response, indicating that my case was resolved, but it actually is not. I have continued to receive calls from Bell’s collection agency as well as Bell. A representative from Bell emailed me on Friday to which I called back twice and just spoke with her, explaining your situation, to which she simply said that the case will remain on resolved and hung up shortly there after. I asked the representative to check on the recorded calls that I have continued to ask someone to check but was told this will go back to **** (?) as unresolved.
  Needless to say, the issue is not resolved, and please accept this email as confirmation to reactivate my complaint/dispute.
  I will not have access to my phone however can be accessible by email through to next week.
  Thank you.
  
  ***** ******
  

  Business Response

  Date: 25/05/2023

  
  the resolution will be forwarded to the ****.  
  
  Regards,

  *****

  Customer Answer

  Date: 05/06/2023

  
  
  Complaint: 20041743
  
  
  
  I am rejecting this response because:

  I will wait to hear from you regarding a resolution, as I have not received any further calls from Bell nor their credit company.
  Thank you again.
  

  
  

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

• Initial Complaint

  Date:11/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 ran fiber through my subdivision this past fall. Without receiving any permission, a 2’x3’ box was installed at the front of my property. During the dig for this box Bell dug up rocks and clay, and spread it all over my grass. We were told they would be back this spring to clean up the mess made. This spring they showed up, threw some dirt with grass seed over a couple areas and left as though that was a reasonable solution. They have left significant rocks throughout the grass making it impossible to cut without destroying my lawn mower, they have ruined the grass in many areas and in place have thrown a little dirt and hoped for the seed to take, which in most places it has not. This is my property that i need to maintain and Bells mess, yet it appears i am now responsible for correcting their mess they have created in my yard. I need this properly cleaned/sodded to the point where i cannot tell any work was completed. This should not be an unsightly mess which I need to take care of, and i should not have to use a trimmer to avoid breaking my lawnmower blades or snapping the shaft.

  Business Response

  Date: 18/05/2023

  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. 

  We have forwarded
  your complaint, pictures and your contact information to our Damages Complaint Team
  for review.

  Our
  reference number is **************************.

  They will respond to your request as soon
  as possible.

  Thank you for your comprehension. 

  Best
  regards,

  
  **** **
  Bell Canada

  
  

  Customer Answer

  Date: 18/05/2023

  
  
  Complaint: 20049386
  
  
  
  I do not wish to "reject" the response, but also do not want the case to be considered closed/dismissed without action to rectify the issue. It sounds as though Bell is making the required requests within the appropriate departments to rectify the problem, but until the issue is resolved, the case should remain open. Once the property has been remediated, I will close the case.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/05/2023

  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 installed against my will fiber optics on my private property.
  I opened prior to the installation ticket with Bell Canada to inform that I do not wish their service that I did not agreed with in any form.
  I informed ,ahead of time, the city of Kitchener officials but there was no effective help.
  Contrary to my wish they installed their fiber optics port on 05.09.2023. Also they left a pile of gravel on my property. I opened today an official complaint with the city of Kitchener.
  Thank you for your time.

  Business Response

  Date: 10/05/2023

  Hi ****** *****, 

  You can contact our complaints department either via email at ****************** or you can contact them directly at 1-877-755-8955 to address your concern. 
  

  They can determine what happened and if the work that was completed was on the right of way or not and answer your questions. 

  *******
  

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of installation was Feb 10.
  
  And the service is 1.5 Fibe internet $125 one with $40 credit.
  
  On the installation day, the technician came and not only drilled our house brick wall but also hung the wire loose on top of two trees. The wire connected from our tree to our neighbours SMALL tree. Only 2.5 months later the wire broke. Oh, it went down to the car level several times so we had to fasten the wire couple times.
  
  They promised to burry the wire but for almost 3 months we haven't heard a word from them.
  
  The CS booked a technician.
  
  Me and my husband both need to work full 8 hrs today with no internet. So we're using our Cell phone data. We are using our own data and also losing a day of internet service due to their lack of careless actions.
  
  The technician is on the way but any time between 12 to 5pm. So someone has to stay home for the guy, can’t even go to the office to work.
  
  We're losing a day of internet + phone data fee + slow work + can't send large files due to limited phone data. * **** *** ***** ** ** *********** *** ***** *** **** ** **** **** *** *** **********
  
  Bell promises for fast network and reliability but none of these meet.

• Initial Complaint

  Date:26/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had issues with my bell internet going out for for more than a year. I repeatedly told both customer service and the technicians that came out that the problem was outside because my internet went out when it rained. No one listened to me and they replaced my modem and did other TEMPORARY fixes meanwhile I was without reliable Internet when it rained. I received no modifications to my bill despite repeated assurances that it would be.
  
  this went on for a year or so. I did not even bother to call when it went out sometimes because of the excessively long wait times for customer service.
  
  Finally after insisting REPEATEDLY again to both customer service and the last technician (of three) who came - I practically had to refuse entry to my home - the problem OUTSIDE, was fixed. I have not had a problem since.
  
  I was repeatedly told by customer service reps I talked to on the phone that they were working on my compensation and would get back to me. No one ever did. I finally elevated the complaint -myself- to their ‘highest level’ customer service, I received a couple of emails and phone calls at times I told him I was unavailable but I have yet to speak with him. The only name I was given was **** - *******. He won’t discuss over email. I work overnight shifts so it is very hard for me to be available during the day, but I still called them anyway during the day,
  Meanwhile I have received threatening emails/calls/letters from them because I am not paying my bill until I receive fair compensation for the time I was without internet. I currently owe 224.15.
  What is my recourse for them? They refuse to compensate me and give me a runaround, it is very frustrating and unfair! I just don’t want to pay for days I didn’t have reliable internet, which I paid for,
  
  I feel like I have no recourse when I am just asking for a fair compensation

  Business Response

  Date: 05/05/2023

  Good
  afternoon **** *****,
  
  On behalf of Bell Canada, 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 found that a representative has addressed your
  concerns, I’m happy to see the issue has been resolved.
  
  Sincerely,
  
  *******
  Bell
  Executive Office
  

• Initial Complaint

  Date:13/04/2023

  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.

  In November 2021, I requested Bell to install a WIFiI service at my residence. We noticed over the following months that the upload and download speeds were getting much slower. Other Bell customers we knew were having the same issues.
  On February 23, 2023 I contacted Bell to cancel the service permanently; the reference number provided was *********.
  Subsequently, I received 2 monthly invoices requesting payment for March 10, 2023 and April 10, 2023. I contacted Bell, explaining that I had canceled the service and was transferred to a supervisor who then advised a formal complaint would be initiated to resolve the issue, stating a case manager would contact me within 2-24 hours; however, I’ve not received any call for the past 3 days.

  Business Response

  Date: 27/04/2023

  Good
  day ****** ******,
  
  Further
  to your BBB complaint, I would like to confirm the following:
  
  We
  do not have any records of an internet cancellation request on February 2023.
  
  Our
  record indicate that your internet was cancelled on April 7th 2023
  
  The
  reference number you provided is not a confirmation number but your Bell
  internet account.
  
  Even
  though we do not have any record of any cancellation request on February, but
  only a request on April 8th 2023 Bell is will as a good will gesture to adjust your account in full.
  
  You
  invoice dated April 23 2023 in the amount of $197.45 has been adjusted to
  $0.00.
  
  Yours
  truly, 

  ****** ** 

• Initial Complaint

  Date:03/03/2023

  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.

  My mother and I are trying to sort out internet issues for my grandparents. Their internet has been dropping and unusable for a year now. Their plan is $122 for the internet alone, and they were getting 0.5mbs download instead of the up to 5mbs they were paying for. The technician came earlier today to fix it and found a highly corroded wire, the type that doesn't happen in a short time period. When we called to see what could be done, the customer "support" tech was rude, condescending to my mother, and wildly unhelpful. My grandparents were blamed for not calling sooner (when they struggle to understand tech in general and were rightfully afraid of being pushed around and ******* by Bell even more). It wasn't much of an option to have them solve it and its good they didn't with how my mother was treated like scum over the phone. Neither of us were able to help of call earlier, as my parents live in the UK and I live in London. We had to come back in large part due to the issues that Bell has created for them. From the horrible policy that they were given by Bell (up to 5mbs down if they were lucky for $122), the company wouldn't even offer them the lowest real plan on their site (10mbs down for $55). My grandparents are paying over twice as much and being given less than half of what that policy offers. As a "solution," bell offered three months of their money back (three months out of a full YEAR of drops and unusable speeds due to negligence for maintenance), and were only allowed to switch to a plan offering 10mbs down and 100gbs/month, for $65. After calling around, I found that every single other provider can give between four to six times that speed for the same price of less. To be blunt, my grandparents are concerned to call, due to how they have been treated and talked to in the past. The treatment towards them and the way my mother was spoken to was downright appalling.
  
  ******* ******* will speak on behalf of *** *******

  Business Response

  Date: 09/03/2023

  We are sorry to hear about the experience your are detailing with our agents and will be reviewing those interactions to ensure proper coaching is feedback to the agents where necessary.

   

  Just to be accurate the internet was previously being charged for $88.45 for the internet plus $19.95 for unlimited data = $108.40 plus tax. 

  They have currently been put on a special package that is newly available for $90.00 with unlimited data usage - $25.00 credit that does not expire = $65.00 plus tax.

  There is another option at their address that is possible (pending a tech visit to verify) for our wireless home internet product which would start at 25mbs for 450gb of data for $100.00 plus tax. This involves a dish being placed outside the house and the service being fed from the cell phone towers. 

  In terms of compensation, we generally credit for 30 days since once an issue is reported it could take some time to get the service rectified. We generally do not credit going back prior to an issue being reported. In this case we have credit an additional 2 months out of goodwill. Looking at the data usage in the past 6 months we do see usage of over 50 gb of data in the September 12 to October 11 period and almost 15 gb of data in the November 12 to December 11 period. In the Jan 12 to Feb 11 2023 period there is over 20 gb of data usage as well. AS such we cannot give any further compensation for an issue that was not reported to us as the service was being provided. 

  You can call 310BELL to inquire about the wireless home internet service if that is something that interests you. 

   

  ******* 

  Customer Answer

  Date: 09/03/2023

  
  
  Complaint: 19534566
  
  
  
  I am rejecting this response because: I was very clear as to why the issues had not been reported prior to this, and I would also like to remind you that the wiring was actually corroded in such a was that it had to have been like that for a long while before the call was made. This also does not excuse the way my mother was spoken to, the policy pricing being so predatory, the difficulty in getting any of this resolved even when we had called. This process was not easy or kind, and there is truly no reason for this level of difficulty in having a true fix for this issue. Bell has benefited greatly at the expense of my grandparents, and to treat them like this after years of loyalty is upsetting. This is not a fix.
  
  
  
  Sincerely,
  

  *******

  Business Response

  Date: 14/03/2023

  I thank you for your response.

   

  I am not entirely sure what it is you are requesting.

   

  At this point we have credited for 3 months of service. 

  1. I understand that the wire was corroded however as pointed out in my previous response, there was usage in the past 12 months so the fact of a corroded wire does not mean that the service is totally unusable. If there was zero usage, than we would have credited the account for that time period but that is not the case as there was usage on the account.

  2. the account has been put on a different pricing plan going forward for the current service and I have suggested another service option of our wireless home internet service which might cost a bit more but would have faster service if that is required.

   

  At this point I'm not sure what else it is you are requesting. 

   

  *******

   

  Customer Answer

  Date: 14/03/2023

  
  
  Complaint: 19534566
  
  
  
  I am rejecting this response because:
  

  As stated, an apology to my mother for the horrible treatment to her for one thing. Second, 0.5mbs is not acceptable and the corrosion was the issue. How were we supposed to know that it was damaged? The lack of regular (or any) maintenance was the issue. It was an issue for a year and the "best" being offered is three months refund from a company worth over $60 billion doesn't make any sense if you want to keep customers. And to be told that you "don't know" what I'm looking for shows that you aren't properly engaging with this. Please don't ignore the list of resolutions that were filled when I first submitted this complaint and don't ignore the apology. There needs to be a real fix for this issue. 

  Just to add, the plan that my grandparents were switched to was more expensive, when literally any other plan from every single other company is better. Please feel free to explain to me what has been done that would inspire any kind of trust or loyalty? Why should my grandparents stay with a company that treats them so poorly?

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

• Initial Complaint

  Date:23/02/2023

  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.

  We had a defective modem. Bell sent us a new one which we received. There was a return slip through *********. We sent the defective modem back via *********. And have received an email confirmation from Bell that they received the modem. They have billed us for the modem. I called Bell two days ago and was told I would be credited for the modem that day. I have still not been credited. I called this evening to get it rectified and they won’t credit the money back and state they have to investigate and may take at least two billing cycles once they investigate. I would just like to be credited for my outstanding funds totalling $199 plus taxes

  Business Response

  Date: 24/02/2023

  Good morning ***** *******;
  
  On behalf of Bell, 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 have investigated the matter and see that your
  bill date is the 14th of month, the credit for the modem was applied
  to the account on February 17, 2023. The credit of $224.87 will appear on the
  March 14, 2023 invoice.   
  
  Sincerely,
  
  *******
  Bell Executive Office