Bell gave me a credit and took it away!

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silverescape

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We signed up last September and were supposed to get a monthly credit for 10 months + a PPV credit. I've never seen the PPV credit on our bill, so I called about it last month. The guy said that our credit likely "expired" because it would have had to been used within a year and we'd been with Bell for over 2 years (HUH? It had been 10 months and there was NEVER a credit on our account!). I tried to explain to him that we'd only been with Bell 10 months and a PPV credit had never been applied, he then changed his 2 years and some to March '07, which was still 7 months earlier than we had signed up.

He tells me since we haven't yet ordered any PPV, he will give me 3 free movies which I have 90 days to use. Seems fair to me. We went ahead and ordered a movie that night. We get the bill a couple weeks later and it's a "3 pack credit" worth $12.99, and the movie we ordered was $6.99, so I have no idea why they call this credit a "3 pack" since you can't even get TWO movies out of it! We decided it wasn't worth calling Bell about it though, at least we'd got the credit we were supposed to have received in the beginning.

Fast forward to this month's bill, and we have now been CHARGED $12.99 for a "Vu! Movie pack credit". So, they gave us the credit last month, and this month took it away! What the heck? I called today, but they are closed. It hasn't even been the 90 days that we had to use the credit.

Anyone have this happen to them? I've had more than one billing issue with Bell in less than a year that we've been with them. They are by far the WORST company when it comes to billing errors and dealing with the errors.
 
Bell is horrid when it comes to accurately applying credits. This type of thing has been going on for years. I know people that have been screwed out of a couple hundred dollars in credits.
 
Same thing happened to me. When I called they said it was an error and it would be reversed on my next bill. We shall see....
 
I have been trying to get a credit for some defective component cables that came with my 9242 since March. 5 faxes later and more calls than you can imagine, I am still waiting.

Also, I was promised a $50 credit at one point...never appeared on my bill and when i called back, they said no note on file therefore, i was out of luck.

Now I ask for the employee's name and ID # and keep track of the date, time of the call and why I rec'd the credit.
 
The last few times I've called, the employee has given me their name & ID#, and a confirmation # for the call without me asking. I guess they're used to it by now.
 
Of course!!! The agent gave you 3 FREE PPV, not a 12.99$ credit!!! They charge you the cost of the movie, then further on the bill apply a credit for the same amount...they didn't take anything away from you! You watched the film... You didn't pay anything for them...

Those movie packs are for 3X4.99$ movies



Actually when it's a credit matter the most important number to have is the credit request number...with that number if you call again the agtent will be able to see what happen, if credit has been declined, and why
 
silverescape Many service providers give you a "voucher" to allow you to obtain a certain number of movies in a certain time frame - often 3 months. It's not actually a "credit" until you order the movies and then instead of paying for the movie, you get charged and then credited back, provided you follow the rules of the "voucher"

If you read the terms of the "voucher", you will find out what movies you're allowed - for example some movies cost more and would not be allowed.

I believe you totally misunderstood the concept. For example, if a store voucher is for a 2 litre bottle of Coca Cola, you cannot (usually) apply the voucher to a 1 litre bottle of Pepsi, or a 4 litre milk, even if the value is the same or less. Also, the store doesn't give you a "credit" until you purchase the item, which it appears Bell has done - one credit, one purchase, you break even.

Note that I'm not aware of the exact terms of the original voucher, but that's my guess.
 
Of course what? The value of the credit WAS $12.99 and it was called a THREE pack. It will NOT cover 3 movies when movies are $6.99 each.

They DID charge me $6.99 for the movies, they did NOT credit me for the movie. They DID take away the $12.99 "3 pack" credit that they gave to me (credited me one month, charged me the equal amount the next so I am ZERO for credits).

That would be $14.97, which is still MORE than the $12.99 credit they applied (and then took away). Besides that, I was told that I was being given THREE PPV movies and a price restriction was NOT mentioned. I had NO idea movies even had different pricing.
 
Good point that there might be rules. Unfortunately, the only thing I was told was that I was getting 3 free PPV movies and that I had 90 days to use them. There is nowhere for me to read the terms of the voucher since I was not given a hard copy. I can only go by what the agent told me.

So far, it's been approx. 40 days and I've PAID $6.99 for one PPV movie on one bill and have not received a credit for it. On that same bill I received the 3 pack credit. The next bill the credit was taken away. So, I have not been given anything to "even" out. Perhaps they don't think my $6.99 movie applies, but I was not told there was any restriction on movies. To get 3 movies at $12.99, I'd have to find movies that cost $4.33 each, I haven't found any that cheap yet, nor do I have the desire to go through each PPV movie to find one that IS $4.33.
 
Yes it's 14.97$ if you purchase them individually, but the PPV package of 3 film is 12.99$



It's the same as a video club... Older movies are cheaper, while new release cost more. At Bell TV SD films are 4.99$, HD films are 6.99$, Venus previews are 0.50$, XXX are 9.99$
 
And how exactly do I purchase 3 at the same time to get the deal? No matter, they still took my deal away, so I currently don't have it. So, even if I could find these $4.99 movies, I'd be paying full price for them.
 
Actually when it's a credit matter the most important number to have is the credit request number...with that number if you call again the agtent will be able to see what happen, if credit has been declined, and why"

Thanks...I'll have to remember to ask for the credit request # from now on.
 
I think the flaw in the whole system is "Credit Requests". Unless I'm mistaken, this means that CSR's cannot apply credits themselves. If they could, I think there would be a whole lot less crediting issues. At least thats what I assume since its called a credit request.
 
i believe the $12.99 credit/charge situation is not related to the PPV credit, just coincidental as it has happened to others as well during the same time period.

When you are given PPV credits, they (in all cases I have seen) do not appear as credits until after a movie has been watched. Even then, it takes 1 or 2 billing cycles (and perhaps a call or two) for the credit to appear.

For this reason, when offered PPV credits, I always say no thanks and see what else they can provide. I also always decide Channel X free for Y months as they never seem to be able to flip you back to your original programming without a hassle or additional charges.


This shouldn't be necessary. The accounting system automation should handle this easily. If they is a flag on the account for X free PPV movies (or a specific value) then when a charge is applied the credit should immediaitely appear. Unfortunately it seems Bell's system is in serious need of some upgrades and as you stated, CSRs are powerless to "do" anything useful without making a "request". The other failure in the situation is that if for some reason the "request" is denied, they don't advise you.
 
EX_Agent, I don't know if it was the CSR, but he knew nothing of a credit request # when I asked.
 
I have the same charge $12.99 on my Sept. bill (3 ppv movies credit)-of course I never ordered such...the CSR (Montreal) was courteous and told me the credit would appear on next mo. bill...
 
It's a number the system gives when he makes the request. In the training they tell us we should provide the client with it all the time we request one
 
Ah, okay, thanks. I will do a search here and read up on others having the same thing happen.

Okay, I will cross my fingers and hope I get credit for the movie NEXT billing cycle (which will be 2 billing cycles since the charge).

The reason I took it is because my initial sign up bonus offered me a PPV credit (which I never got) so I was just looking to get that initial credit I was promised.
 
Interesting, mine was the reverse. August I got the CREDIT, September I got the CHARGE.
 
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