Business Profile

Telecommunications

Distributel, a division of Bell Canada

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Complaints

This profile includes complaints for Distributel, a division of Bell Canada's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

35 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

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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:24/01/2025
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 cancelled my phone and internet service in December 2020. ** ** ***** *** ********** ******* *** **** ***** **** ****** ** ******* ** ******* ** ** *** **** ** **** ****** I returned all my equipment January 2021. I didn’t realize they continued to bill me monthly for $20 and then $22 ***** * *** ** ** ** ********** *** ** ********* ******* that’s when I noticed Distributel was still taking money out. As soon as I was aware I called them in November 2024. They only offered me 6 months reimbursement claiming it is my fault they kept billing me for a service I cancelled years ago. The total billed over the course of the years is approximately $960 after many phone calls I just found out today they are only returning $26 even though they had a recording of me cancelling my service and documentation that when they didn’t cancel my phone as they should have ** * *** **** ** **** ** ******** **** *** *** ******* *** ********* ** ***** ***** **** **** ****** *** *** **** **** ** *** ***** ***** ** I was unaware they hadn’t actually cancelled it they only cancelled my internet. **** ***** ********** ***** ** ** *** * ***** **** *** *** *** * ******* *** * **** * ** ****** ***** *** ****** **** ****** **** **** ** * ** ****** *** ***** ******** **** ********** ********* *** **** **** ***** ******* ****** ** ****** **** **** ******** ****** *** ************ ***** ******* ** **** ******* *** ******* **** ********* **** **** ***** *** ** ******* *** *** ***** *********** ** **** **** ***** **** ** **** ***** ** *** ** *** *** **** ** ****** ** ****** **** ********* *** ** **** ** * ******** **** ** *** ***** *** ** * **** **** *** ** ******* ********* **** **** *** *** **** ************ ** *** *** **** ******* **** **** ***** I just want my actual money they continued to take which is $960 returned to me.
Business Response
Date: 24/01/2025
Hi ******,

Thank you for sharing the details of your situation. I understand how frustrating this must be, ********** ***** ******* **** **** ********* ******** **************
After reviewing your account, we can confirm that the cancellation request we received in December 2020 was for your internet service, not the phone service. Unfortunately, there is no record of a cancellation request for the phone service. We understand you were under the impression that both services were canceled, but only the internet service was processed as there was a concerned expressed in that call that the phone number may be lost if the service is cancelled and it was decided with the agent and yourself that the phone service would not be cancelled then.
Given that the phone service remained active for the past four years and we did not receive a cancellation request for it, we are unable to refund the charges of $960.00 for that period. I truly wish we could offer a different resolution, but without a request to cancel the phone service at the time, we are limited in what we can do.
We apologize for any confusion or stress this situation has caused. I understand this is not the outcome you were hoping for, but if you feel there are any additional details or concerns we should review, we’d be happy to look into them again.

Thank you for your understanding.
**** ****** | Executive Care Office, Residential
DISTRIBUTEL | ****** | ******
******** ***** *** **** ******* ** *** *** ******************
Customer Answer
Date: 26/01/2025

Complaint: ********

I am rejecting this response because: that is untrue that there was any concern about losing that phone number !!!! Only in past couple of weeks had I stated “that if I had of known that number hadn’t been cancelled I would have jumped on it had I had that number for 18 years. I did not keep that number I did cancel it as it was hand and hand with the internet. ****** ******* *** * ******** **** ********* ** **** * *** **** ** ***** ** *** *** ** * *** ** ******** ** **** ** ** *** *** ***** * ***** **** *** ** ********* ** ** *** ********** ******* *** ** ***** **** ***** *** ** ** ***** * ***** ********* ** * **** * *** ** **** ********** ***** *** ** ** ********* **** **** **** ******** It’s been a flip flop to you have a recording of me calling December 8 2020 to have my services cancelled ** ** ***** *** ***** **** ******** **** **** ** ** ***** ** ********* *******. To claiming it’s been to long you don’t have the recording to now you have a recording. Also you using recent calls to try and use as logic. As soon as I realized I was still being billed I contacted immediately. Both my services were indeed cancelled as the phone couldn’t even be used without the internet modem! ** ****** * ********** ******. Not to mention equipment for both plus the cable modem(that I was unable to have service for at my new phone was returned to your company in January 2021. So again I am requesting $960 be returned * ****** ** ********* ******** **** ** *** ** **** **** *** *** *** I just want the money returned to me that you had zero grounds to be removing from my bank account.

Sincerely,

****** ******
Business Response
Date: 28/01/2025
Hello ****** and B.B.B,
Thank you for your message. We understand your concerns, and we want to clarify our position regarding your account.
We do not charge customers based on whether or not they choose to use the service. For example, we have customers who may be out of the country for extended periods of time, and we do not automatically cancel their services. It is the responsibility of the customer to contact us directly to request a service cancellation. We do not have staff constantly track the service to figure out whether someone is using their service or not. We provide the service and the customer is at liberty to use it or not.
After reviewing your account, we do not have a cancellation request on file for the service in question, which means that, according to our records, the service remained active beyond the time you mentioned. Given that this issue was not addressed for over a year, we cannot agree to a refund of the $960 for services that were not used.
We understand this situation may be frustrating, but as outlined in our policies found in your service contract *** ** ** ******************************************** it is the customer’s responsibility to ensure that the service is properly cancelled. We regret any confusion, but we are unable to issue a refund under these circumstances.

Thank you for your understanding.

Best regards,
Initial Complaint
Date:27/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov. 17, 2023 the business sold me online an option from their newly introduced product line, Bell's Fibre high speed internet, order No. *********, charged instantly my credit card $62.15 for a month usage although activation didn't get planned for 10 days later, i.e. a some 33% over-charge on 1st month bill. Meanwhile, despite other problems with the order discovered and reported early and followed by my request that it be cancelled, they failed to act appropriately and issue a refund of ultimately $148.03 now including cost for service that didn't materialize and a charge for non-returned equipment that I also did not receive. Communications with their ********* "Customer Experience Advocates" have proven fruitless for three months. I can have misread their ad but a customer since 2007 (account *******) they know my name, home and email addresses, phone and account numbers, past and present subscriptions, payment history and current DSL internet equipment, so sending a Bell install tech and shipping new equipment to a wrong address (twice?) ** **** ***** ****** ** *** ***** ** *** **** ***** ***** *** ********* ****** ******* *** **** ******** ** * ******** ******** ***** *** *** ***** that they engaged ****** **** to recover the first lost equipment package but didn't keep a promise to inform me of feedback, - that the 2nd shipment on Dec. 5, viz. a week after I reported Bell's tech finding of no line, ergo no need for the equipment, - that they ignored my reports on this and didn't ****** ** confirm the situation with Bell, - that they likely re-sent to the same wrong address, misspelling my name on the tracking document, - that recipient's signature is unreadable but certainly doesn't resemble anybody's at my address, - and that they (apparently) haven't asked **** **** to investigate whereabouts of this package.
Business Response
Date: 01/03/2024
Hi B.B.B,

After examining the situation, we found two payments made by the customer. One was for $62.15 and the other for $85.88. One of these payments was disputed by the financial institution and returned to the customer ($62.15). We were informed of this matter on February 22, 2024.

We reversed the charges on the account to ensure that the account balance was zero. However, as we do not yet know whether the customer has also disputed the payment of $85.88, we cannot yet refund this amount to ensure that it is not refunded and disputed at the same time. If the customer can confirm whether or not they have disputed the $85.88, we can then make the necessary adjustments. If the customer has not disputed the payment, we can make the refund ourselves.

Thank you for your time!

Cordially,

Juan P. / Executive Care OfficeDISTRIBUTELT ###-###-#### F ###-###-####******************
Customer Answer
Date: 08/03/2024

Complaint: ********

While the business concedes they owe me the refund, I must reject their response ** ** ** ****** ******* ******* ** ***** ******* ** ** ** ******
They imply having returned the initial payment to me which they in fact have not. When I submitted this dispute my bank applied immediately a temporary credit to my account but stipulated that credit card disputes take up to 120 days to resolve, viz. my bank in effect granting me a conditional loan as a courtesy. No money has changed hands between the business and me.

As regards the $85.88 amount, the business' book keeping exercise of reversing charges to bring their account to zero sounds intriguing but still leaves me short and having paid for service and equipment I did not receive. The issue was cancellation of the "order" after the business learned they could not deliver the goods, *** ** ********** ** ******** ** ****** **** ******************

The business ought to **** ***** *** immediately refund both amounts to my card, then inform the banks, theirs and mine, that the matter was resolved. I am confident the banks will readily handle that situation to perfection.

Sincerely,

***** *****
Business Response
Date: 08/03/2024
Hi B.B.B,

We have clear confirmation from the financial institution that the amount of $62.15 has been returned to the customer as a result of the dispute. **** ************ ** ******** ** **** ****** For the remaining amount of $85.88, we need to know if this amount has also been disputed, so that we don't have to reimburse it when it is disputed, which would result in sending the amount to the customer twice.

If the customer can please confirm whether or not they have disputed the $85.88 as well, we can then make the necessary adjustments. If the customer has not disputed the payment, we can make the refund ourselves immediately.

Thank you!

Cordially,

Juan P. / Executive Care OfficeDISTRIBUTELT ###-###-#### F ###-###-####******************
Customer Answer
Date: 19/03/2024

Complaint: ********

I am rejecting this response because I haven't seen their refund moneys yet.
****** *** ******** ************ **** my bank that they applied a >temporary< credit of $62.15 to my account on Feb. 9, 2024 and that the dispute case remains in progress (Mar. 18, 2024).
The confirmation of a refund payment the business refers to appears an in-house record of a pending transaction on hold, viz. funds payment to me remains pending.

The dispute status of the $85.88 amount was given by my previous response when indicating no temporary credit was granted in that case. *** *** ********** ******** **** **** **** ******* ** *********

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

Sincerely,

***** *****
Business Response
Date: 21/03/2024
Hi B.B.B,

As we suspected, the customer has already sent a dispute with their financial insitution for his second payment of $85.88 to his financial institution as can be seen in the two screenshots provided by the customer. For this reason, we cannot issue a refund and process a chargeback for the same amount twice, as explained previously. Both chargeback disputes will be accepted so that the customer's "temporary credits" given by their financial insitution remain permanent in his bank account. Please note that this process requires the cooperation of the financial institution and may take some time, as has already been explained to the customer by the financial institution.

Thank you!

Cordially,

Juan P. / Executive Care OfficeDISTRIBUTELT ###-###-#### F ###-###-####******************
Customer Answer
Date: 24/03/2024

Complaint: ********

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

***** ******* *** *********** ** ****** ********** **** they cannot process the $85.88 chargeback when at the same time claiming no trouble having done so already with the $62.15 amount. Both disputes got opened simultaneously and remain under review, as documented.
***** ************* *** ******** ** *** ****** **** ******* ** ********** ** ******* ****** ********* ** ***** ********* **** ******* ******** ******** ** *** ********* ** *** **** ** ********* ****** ** *** **** ********* **** **** ** **** **** ** *** ** *** ******* ***** ****** ** ********* *** ********* ******* *********** ***** ** *** ****** **** *** ***** ***** ***** ***** **** ******* ***** **** **** ********* *** ***** **** *** ** ** ********** ** ** ***** ** ***********

*** ** *** ***** ** **** Their promise that chargebacks will eventually be processed and readily accepted is clearly in doubt **** ******** ***** *************** **** ******* **** their ****** subsidiary on Mar 14, 2024 sends me a new invoice notification for the Fibre account cancelled much earlier by the subsidiary's Customer Experience Advocate Daniel (****** ********* * *** *** *******). As well, the subsidiary also recently fails to respond to yet another refund request as my DSL internet got shut down suddenly two weeks ago. ******* ** *** ***** ** ****

Sincerely,

***** *****
Business Response
Date: 01/04/2024
Hi B.B.B,

At this stage, we have confirmed that the chargeback requests have been confirmed by the customer ** ***** ******** ********* **** ** *** ***** and will be processed by the customer's financial institution and our billing team within the usual timeframe given by the financial insitution. We are not in a position to refund the amounts of $62.15 and $85.88 since they are in the process of being reversed by the customer's financial institution. If we do refund the amount as it is being disputed, this will cause the customer to have twice the total amount of what they paid.
As discussed previously in all previous messages, the only thing we can do at this point is follow the regular procedure with the financial institution. ****** **** **** ******* ** **** ****** *** ******* *******

Thank you!

Cordially,

Juan P. / Executive Care OfficeDISTRIBUTELT ###-###-#### F ****
Customer Answer
Date: 04/04/2024

Complaint: ********

I am rejecting this response ******* *********** ********* ***** ******** ******* *** ******** ****** ************ **** **** ******** ** ******* *** ******* ** ***** *** ****** **** **** ***** ** ****** ***** they can end the dispute cases at any time by submitting statements to this customer's credit card bank that the charges in question are indeed erroneous.
****** ***** **** *** ******** ******* **** ******** ** ****** ****** ********** ** ******* **************

Sincerely,

***** *****
Business Response
Date: 12/04/2024
Hi B.B.B,

As previously indicated in our conversation, the chargebacks have been accepted by ******, as shown in the ******** documents *** ******** ***********. We have also added a clear confirmation from our billing team manager in charge of any billing disputes with financial institutions confirming that we have done everything in our power to confirm the chargebacks so that the customer's dispute is accepted by his financial institution. At this point, this situation should be addressed with the financial institution. ****** **** *** ****** ******* ********* ****** ***********

Thank you!

Cordially,

Juan P. / Executive Care OfficeDISTRIBUTEL
Customer Answer
Date: 25/04/2024

Complaint: ********

I am rejecting this response because regardless how the businesses, Distributel / ******, phrase their effort, they still stop short of doing **** **** ******** ** ***** ** ** ** ** ******, namely address my bank who, in specific terms, state not to require input from me during their investigation, now said to last for "up to" another 90 days. *** ********** **** ** **** ****** *** *** **** ****** ******** *** *** ** ******* ********* ******

Sincerely,

***** *****.
Initial Complaint
Date:18/12/2023
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.
I made a change of service from the address of ***** to *********** on August 25, effective September 1st. They requested me to be present on September 1st from 8:00 to 17:00to receive the technician. I called them at 16:30 to ask what happened to the technician that never showed up. They reported the visit for the next business day. I had to wait at home all the day for 3 days and missing work waiting for technician who never showed up. When I called customer service after 3 days they told me that I was connected upon their system but it was not. The second problem is that they charged me an amount of 83.98 $ for equipment that I returned to the company when I cancelled the service that I never received. They also charged me an amount of 60.00$ as installation fees that were never done after 8 days of waiting. They also charge me 24,50$ for a full month of service even I had only 11 days of service at my previous address in *****. I have a witness of these problems with this company . I received a final notice on December 4 asking me for 83.98$ an 60,00$. I refused to pay these amounts and would like to received a compensation for the lost of my 3 days of work for an amount of 480.00.
Business Response
Date: 20/12/2023
Account *******

Hello B.B.B,
My name is **** from the Executive Care office at Distributel. We have reviewed the case and concluded that a refund of $84.85 was sent to the customer, that the $60 installation fee was never billed but credited as can be seen in the customer's previous invoices, and that the customer disputed the billing of his last invoice for $83.98 in addition to the refund received, meaning that he received the $83.98 back. All of this can be seen in *** ******** *********** ** the customer's account ** **** ********.
For this reason, the amount due has been turned over to the collection agency. In order to resolve this complaint, we are willing to remove the amount from collections if the customer accepts this resolution, but we do not feel that we should give the $480.00 for 3 days without service.
For more information about our decision not to cover compensation for loss of wages, please see our terms of service under Warranties and liability, section 45, at https://www.*********************************
Please do not hesitate to contact me again.

Cordially,
**** ** / Executive Care Office
DISTRIBUTEL
T ************** F ************
www.distributel.ca
Initial Complaint
Date:17/12/2023
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.
We began using Distributel in March 2023. They were supposed to provide Internet and television services for a monthly fee of about $91. During the first month, I noticed that the TV service was really bad on all of the television sets, and the recordings were hit and miss. I phoned to report it, and they had us check a bunch of things to see if they were hooked up properly. This was repeated every month for six months, with my husband and I spending countless hours on the phone with them, essentially doing their job, but to no avail. We did everything they told us to, including switching out one of the boxes. None of this ever resolved the issue, and the internet was glitching, as well. I repeatedly phoned and emailed, but they were never able to fix it. They promised to call back, or have a manager reach out, and they said they could not compensate me financially, until they fixed the problem. Of course, nobody ever showed up to do a repair, and there was never a manager who reached out to me. Finally, completely frustrated, I cancelled the service in August. When I phoned my credit card company to ensure no more charges would be taken for them [It was an automatic monthly payment], they suggested I reverse the other payments, because we never got the service we were promised. I did not even realize I could do that, so I said, yes, hoping that someone from management would finally call me [as promised so many times], and we could resolve the issue, and settle up a fair payment amount. The only communication I ever received was a few months later; it was a notice in the mail that they had sent our account to collections. No attempt was ever made to contact me in any way [as one of their employees verified when I called to see how/when did they ever try to reach me]. It is unbelievable to me that a company can operate like this, never fixing a problem that occurred from the very beginning, and then sending my account to collections without any sort of call or email.
Business Response
Date: 18/12/2023
Hello B.B.B,

Unfortunately, while attempting to find the account of that customer, we can confirm that no account under that name shows up in our system. It is possible that the customer may have had an account with us under a different name. In that case, please be sure that the complaint is under the name of the account holder so that we can locate the account and resolve this complaint as soon as possible.
** **** ******** * ********** ******* *** ****** ** ********* *** **** ** **** ******** ** *** ******* *******

Cordially,

Juan P. / Executive Care OfficeDISTRIBUTELT ###-###-#### F ###-###-####www.distributel.ca
Customer Answer
Date: 21/12/2023
They were supposed to add my name to my husband’s account, and they told me they had done that. Having said that, I will just give you the account number that they assigned us, so that it will be easier for them to find our file.
Account#*******
Business Response
Date: 21/12/2023
Hello B.B.B,

We have reviewed the information provided in this complaint as well as the information related to this account. While we understand that the customer has had issues regarding their services and experience with Distributel, in September 2023 the customer requested that his financial institution proceed with a chargeback of all bills for this account from March 20, 2023 through September 2023.
Although the unreturned equipment was initially billed since it was never returned in time, the amount had been adjusted on the account to cancel these charges once the equipment was returned late. When there is a technical problem with any of our service, we have no problem working out some adjustment and or applying a promotional offer once the situation is resolved with our customer's service.
Unfortunately, since the customer disputed all charges on the account for Internet and TV services from March 2023 to September 2023, we maintain that the amount sent to collection services is valid and we will not withdraw the amount from the collection agency.

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

For further information about our decision, please refer to our general terms and conditions (****************), which the customer had to accept when ordering services from us.

Cordially,

Juan P. / Executive Care OfficeDISTRIBUTELT ###-###-#### F ###-###-####www.distributel.ca
Customer Answer
Date: 11/01/2024
As I stated in my original complaint, the only reason I reversed the charges to Distributel was because I wanted them to finally call me and address the issues that were ongoing for six months, so we could reach a mutually satisfying agreement. They failed to provide the service that I was promised for that entire duration, and I did record the dates in my complaint (it began in April 2023-September 2023). I hope that you can go back to them and state that I was still waiting for a response for several months, and they did not make any attempt to contact me in that time, or come to any kind of resolution. Without any warning or effort, they just sent it to collections."
Business Response
Date: 11/01/2024
Hello B.B.B,

We have reviewed the information provided in this response form the customer related to the complaint they posted as well as any other necessary information related to this account.

Unfortunately, we maintain that since the customer disputed all charges on the account for Internet and TV services from March 2023 to September 2023 (which is over 90 days), we maintain that the amount sent to collection services is valid and we will not withdraw the amount from the collection agency.

We have made credit adjustments to the account in efforts to resolve the issues faced by the customer related to their TV service as well as have communicated with the customer in order to find solutions for their facing problems with the TV service.

The information provided by the customer stating that they tried to get our attention by disputing all past charges (including the Internet service charges which was active all along) does not change the fact that this isn't a valid way to address issues related to their TV Service.

Besides the customer's chargeback has never been mentioned to us directly and has taken effect after the cancellation of the account with the customer. The chargebacks appearing on September 28th, 2023 and the cancellation being done on September 25th, 2023 as the documents attached to our original response show.

For further information about our decision, please refer to our general terms and conditions (****************), which the customer had to accept when ordering services from us.

We believe the information provided in sections 11, 12, 14, 31, 39, 30, 43, 46 and 51 do justify our decision not to remove the amount from the collection agency given the circumstances.

Cordially,

Juan P. / Executive Care OfficeDISTRIBUTELT ###-###-#### F ###-###-####www.distributel.ca
Initial Complaint
Date:24/10/2023
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’m being charged nsf fee after paying my bill and you will not stop charging me even after being told in august that you would ago going in my account and it’s recorded and get you still go in my account without permission which has been revoked in august
Business Response
Date: 25/10/2023
Hello BBB,
We have received this complaint and have verified it's details. Unfortunately, we do not agree with the customer regarding the arguments used for this complaint. As can be seen from the ******** contract on the second and third pages, the payment method chosen and authorized by the customer was pre-authorized payments. In fact, we simply have no other options for services such as those chosen by this customer.
Additionally, we have covered NSF fees for this customer several times in the past but cannot continue to do so. As our terms of service illustrates and as the customer was explained several times over the phone, payments are a responbility of the customers. If the customer has an invalid payment method for pre-authorized payments and refuses to update it so as to pay their bills and or choose to make their payments late, then NSF charge or even a temporary suspension may apply in such cases.
We have informed the customer over the phone multiple times about this matter and will not agree to any additional credits being applied to the account as informed previously.
Thank you for your attention and have a nice day!
Cordially,
**** ** / Executive Care Office
DISTRIBUTELF ******************************
Initial Complaint
Date:12/07/2023
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.
I've had issues with this company for a while. I've made many complaints about the poor quality of service. They do very little to resolve issues. Over the past few months my internet has not been working. The speed is very slow, it comes and goes, and my children have missed school as we have not had connections. My cousin was down last week and could not use her VR as my high-speed internet was very very slow! I decided enough was enough and I was going to find a new provider. I called distributel on July 3 and had service disconnected. No money was to come out of my account. I moved money so they could not take it. They called and said they did not receive payment in which I stated my service is disconnected. They still knowing this went into my account today and took out money and refused to return it. They also refused to return the full balance they took out of my account. They have gone into my account many times unauthorized and attempted/taken money out of my account! The amount they take always varies! I've complained about that also. They also **** to my new internet provider stating I still had service with them! Return my full $100.46 and leave me alone!! Your a terrible company that robs your customers, and you do NOT provide the service you say you do!
Business Response
Date: 19/07/2023
Hi B.B.B,

My name is **** and I work in the Executive care office at Distributel. I am the agent responsible to resolve this CCTS Complaint with the client.
We spoke with the customer on the phone on July 19th, 2023 at around 3:25PM. I sent them an e-mail confirming that we have resolved this situation by applying a refund of $100.46 and making sure they won't be receiving anymore notifications.

Since this situation has been resolved, we advised them that we would notify the B.B.B and close this complaint.
Have a great day!
Sincerely,

**** ** / Executive Care Office
DISTRIBUTEL
* ************** * ************ ******************
Initial Complaint
Date:09/05/2023
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.
I contacted Distributel mid October 2022 to cancel my internet as I sold my house and would staying with family. The representative advised me to suspend my service as it would be easier if I wanted wanted to renew my service. I moved to Quebec in January and called Distributel to get hooked back up. The person I spoke to gave me an appointment but it would be 2 weeks before a technician would come. Then a couple of days before the scheduled appointment, I was informed that there was a problem. There was 2 installation requests for me..one at my old address and one at my new one. So because of this error there would be a delay and I asked when I could expect a technician, he said he didn't know and would have to get back to me. After a few days of not hearing anything, I decided to not use Distributel as there was too much confusion. I emailed them and said I didn't need them and was going with another provider. By this time I had been without internet for nearly a month. Then they told me I had to phone to cancel my account. I felt a phone call wasn't needed as I was just canceling my request that I had made when I first moved here. Then I get a bill from them for $149.00 for service from January 27 (I think) to February. I couldn't believe that I was being charged for a service I didn't have. I called and said that was impossible, that installation was never done and I was paying ********* during that period. Then they tell me it was hooked up outside and didn't need to come in to my place at all. If it was as simple as that, why had I waited nearly a month for a person to come to install it?? And why hadn't I been informed that service was hooked up outside? How could I owe them for a service I didn't use? I have spoken to different customer service specialists and each time they told me something more ridiculous. Now they are threatening collections. I do not feel I owe anything.
Business Response
Date: 12/05/2023
Hello B.B.B,

My name is **** and I work in the Executive Care office at Distributel. I spoke on the phone with the customer on May 12th, 2023 around 10:08 am. I am sending you an email confirming the details of our last conversation.

During our call with the customer, we discussed the inconvenience they experienced and how we offered to resolve the situation. We have removed the amount from the collection agency and marked the amount due as completely cleared. The customer's account balance was also completely cleared so that they have no amount due at all. They then indicated that this resolution is sufficient to close this complaint with the Better business bureau and we mentioned that we will contact you to close this complaint as resolved.

Have a good day!

Cordially,
**** ** / Executive Care OfficeDISTRIBUTELT ************** * ************www.distributel.ca
Customer Answer
Date: 16/05/2023

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,

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

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Distributel, a division of Bell Canada is NOT a BBB Accredited Business.