Even after cancelling my service with full explanation of the customer service failer, I continue to receive ridiculously uninformed mailers from Bell Canada – 2 years later. A disgraceful betrayal of a company founded on vision, now crippled by ignorance and greed.

I have posted your blog to my FB page – thank you!

My mother has been without phone service at 905 877 2493 for three full days. She is 72. This is dangerous. We, and countless other seniors’ families RELY on phone service as a necessary link with essential services. I shudder to think what might happen if she were to fall, hurt herself or fall ill without any way to contact emergency services.

I am writing as I sit on hold (It’s been 20 minutes now on and off) for the THIRD day in a row with your abysmal customer service department.
I have called three times. My mother has called at least twice from neighbour’s homes and we have had three communications via email. Each time we have been promised a tech and each time no one has come. Today your computer says someone was at my mother’s home at 9am yesterday. I can assure you no one was. At 72 she is home full time and believe me, she’s been on the lookout for the technician.

I’ve spoken with three first line support techs, three repair department people, three supervisors and nothing has happened each day same story, we’ll get someone to you tomorrow. It was unacceptably slow on the first day it is negligent on day three. It is for this very reason that I personally left Bell and went to Rogers for all my communication needs. I am very close to counselling her to do the same thing.

In my last conversation with the final supervisor who has put me on hold for now 25 minutes I told him I’d just stay on the phone and chat with him until someone showed up at my mother’s door. There was no response. He hit the hold button and I’ve been listening to the same 45 seconds of music loop for 25 minutes.

Do you not have a check back in rule? I’d be delighted to give you his name and employee number as stated in your 4 step escalation instructions but HE WOULD NOT GIVE THEM TO ME.

Are you TRYING to drive yourselves out of business?

A friend of mine recently moved and was given 6 months FREE local phone service, internet and satellite Television. I wonder if you’d be willing to extend this offer to customers who have been with you for well over 45 years and who are left to languish unserviced and on hold with a looped muzak track for now THIRTY MINUTES.

Ridiculous.
This letter will be posted on as many blogs as I can find until this problem is resolved and suitable recompense is proposed.

I upgraded again to an HTC Magic which was just released at the time and the woman that did the upgrade on the phone said I could use it for 30 days and if I didn't want it I could return it. I then said to her “Are you sure? I believe it's 30 days or 30 minutes.” and she says no it's 30 days. I said ok I'll take it. 29 or 30 days later I realize I don't need all the bells and whistles for the price and they say sorry it's 30 days or 30 minutes. So I tell them that that's not what I was told. So they open a case as every call is apparently recorded. I was then called back by a manager who really didn't want the phone back but gave me the phone for free and kept my bill the same as a regular phone for the life of the contract.

Now that's customer service.

So anyhow, I cancelled the service on April 7 2010. I was told that they had to bill me until May 7, it would be my last bill and to pay the amount of around $51.33 because the billing date is April 19, so I had to pay from April 19-May 7. So I received the bill and paid $51.33. After that I kept receiving bills for the service for the next two months along with late payment fees. They cut off the service on May 7, but yet I receive bills for next 2 months?

They sent me a letter stating they disconnected my services following my request, but they haven't received the payment of my last invoice, and they wanted to remind me that their invoices are payable upon receipt. I paid the last bill of $51.33. When I called, lady told me the billing cycle will eventually fix itself, lol. When I called second time they supposidly fixed the problem. I received another bill for $1.44 which makes no sense, I paid it hoping it was the last, (showed on the bill that I paid the $51.33, they finally got the payment)!

Now, they sent me 2 empty boxes with instructions on how to send back the receivers/boxes/cards/remotes etc. I sent back the 2 receivers along with remote controls and the cards as they requested. Sent them on May 11, same day I received the boxes, sent with Canada Post, still have the tracking numbers and paper from Bell that is stamped by Canada Post as proof of shipment (as requested to be done by Bell Canada). I have checked the tracking numbers on canadapost.ca and it states that both packages were received on May 17, there's a signature and everything. So, I just received couple days ago after months later, a letter and bill from Bell stating I haven't return the receivers, the bill is around $98.23 (not sure if that is for one receiver or two, won't be surprised if I can another bill lol). I called Bell and told them the problem and told them I have proof the packages were shipped and received, she put me on hold for 10 minutes, then told me that another department was going to fix it and she gave me a confirmation number.

So now I'm waiting to see what else they're going to pull out of their sleeve. I have been a more than perfect customer to them for the over 3 years I have been with them, never a late payment, never a problem, and this is what I get! I know this isn't over, I can feel it!