Big Bell Bill

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microcrashboy
New User

Mar 31, 2005, 12:52 AM

Post #1 of 6 (1653 views)

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Hi All,

I have recently found myself, like most in a bit of a mess with Bell Mobility - go figure :)

Well this early spring of 2004, I had got two phones I asked the salesman to make sure I had local and long distance, like 600 minutes per month. He said ok.

When I got the bill a month later it was not done, I called bell and they said I had to wait til the promo of free local calling was up after three months.
Screwed #1

Then I called in three months and asked for the long distance plan (like to call across canada for like 600 minutes per month). I also asked for unlimited 1X digital ISP service. I month goes by and I get my bill and low and behold they had given me only limited 1X service and a bill of over $600. Of course I screamed and they removed $500 off the bill. I then again asked for the long distance plan they said no problem.

A month goes by I get a bill for like $900 all long distance calls are charged no long distance plan.
Screwed #2

I call and compplain, right at this time this was when their bill system was being put in and phone waits skyrocketed to over an hour. I kept trying to call them no luck I even got the system hanging up on me.
I finally got through two months later and said I wnated North america plan 1200 minutes per month and they said no problem and I wantd to talk about the issue with the long distance plan not being applied again could not get through to accounting.
Now my bill is up to over $2000.
Screwed #3

I called and called kept getting a message were sorry etc. I then tried sending e-mails and fax letters no reponse.
I figure I will wait and let the call volume drop then I can get through. I finally spoke to someone and they said my account is now closed and the bill is over $3,700.
Screwed #4

I spoke to someone in accounts I like this part: he said did you get the name of the people you talked to hell all I got was his first name and he never even gave me it. Of course as I expected he was reluctant do do anything and change anything and I was right.

I now have to file in court to resolve this matter unfortunately my phone is bell which I bought and can't use it with any other provider. This sucks bring back analog serivce where you buy a phone and pick your provider :)

I now have two phones, a car kit and a data cable that is useless on any other network!
Screwed #5

They should provide a free jar of vaseline with every new pone you buy with them :)

teleguy
Enthusiast

Mar 31, 2005, 8:57 AM

Post #2 of 6 (1644 views)

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Yes, Microcrashboy, sorry to hear of this terrible treatment. Unfortunately it happens all the time. This could easily be a post about any other cell company, or any other company in another industry.

It is a human problem. Moral of the story:

When you contact ANY customer service for any problem ALWAYS before you describe your problem --- get the full name and callback # of the person you are talking to and his supervisors full name and callback #. Let the CS rep know upfront that if your situation is not resolved satisfactorily that you WILL follow up with his supervisor directly. Hopefully this will get his attention and he will be afraid to not handle your situation properly.

Most important step: Follow up quickly if the situation is not resolved. Both by phone and in writing.

Customers of any company really are in the driver's seat and we will continue to get poor (worse than poor, what word describes it?) customer service as long as we will tolerate it.

It takes action to fix things but most of the time when we get treated badly, we simply walk away mad.

The odds are stacked against the consumer. In a transaction like this, we have much more to lose than the company. A customers credit rating can be trashed, his bank account hit repeatedly , (as is documented in other posts on this topic) and his ability to obtain a phone for business or personal use ruined. This in turn can affect a customer's ability to make a living, etc.

This is why we cannot afford to be passive. We must be proactive and follow up unrelentingly will as many tools --phone, email, snail mail, etc as possible. Document your position and don't give up if you are in the right.

It's a much larger problem than the cell industry alone and one that will not go away overnight.

Micro, be sure to keep us updated how you come out on this. We are interested in how things are handled.

microcrashboy
New User

Mar 31, 2005, 10:17 PM

Post #3 of 6 (1635 views)

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Hi teleguy,

Somehow I believe regardless of what information I obtained or what I said I am now of the opinion once it goes to accounts it is no longer in customer service and you are now dealing with people that always beleive you are wrong, you are a deadbeat and are just not wanting to pay.
I have always maintain that if you run into trouble, ie job layoff, injurried at work, or somehting similar they look at you not as someone who has had somehting sudden happen, but someone who is a deadbeat.

I have been thinking of how does one deal with a creditor who has stated you owe them, when either you don't or you owe them less?

I thought well if I sue them for what is owed and if I win pay them back with their own money maybe this may help others?????

teleguy
Enthusiast

Apr 4, 2005, 11:24 AM

Post #4 of 6 (1569 views)

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hi micro,

yes your situation is pretty far down the path. I was thinking more of strategies on handling situations early on to prevent CS reps from assuring you a solution to pacify you and get you off the phone, and then they do actually nothing.

I can't tell you to sue or not. It's your call, but you may want to consult legal help since your credit rating etc is at stake, if that is the only option they have left you, (I'm not a lawyer and I don't even play a lawyer on TV!); i.e. if there is no appeals or arbitration process available within that carrier's framework (this might move it out of Accounts and into an arena where those involved don't get bonuses for collecting, but depending on the carrier, it might not.) However be careful that you don't want to sign away your right to legal recourse if you accept arbitration, etc.

Keep us updated. We are pulling for you.

microcrashboy
New User

Apr 4, 2005, 5:10 PM

Post #5 of 6 (1563 views)

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Hi teleguy,

Sda part is I have tried to contact them, but as we all know it was when the system was expereincing extrememly high volumes.

I also tried to resolve the problem with them, but well the person I was dealing with was a complete ass. He started off with our problems weren't that bad, people were getting through, and so on. Oh my fourite we have had the callback feature - HELLO that was a new feature!
I also sent them three or four letters 1. requesting the changes , which were followup letters to my phone requests, and 2. I also sent letters requesting to resolve it. As of today I have yet to recivce a single letter from them or even a phone call nothing.
Oh well

jonathan
New User

Apr 28, 2005, 9:40 AM

Post #6 of 6 (1467 views)

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Bill, I believe you...Bell is disgusting and they did something similar to me.....they are all in collusion now...Bell has ruined it's good name