Billing Errors Continue

  • Thread starter Thread starter dirtyjeffer
  • Start date Start date
I signed up on Mar. 16, and can't wait to see the new bill to see how many mistakes I have to call in to get corrected... lol
 
Can someone do the group a favor by forwarding the link of this thread to the so called executive office email address? I think the BEV brass need to read these postings. These are 'free' focus group / voice of customers input for BEV.
 
having gone through some billing problems first hand, i also understand the frustration, but it does appear that solutions are in the works.
 
When I received my first bill in French, I called to ask them to change my correspondence to English. They said they would.

This month, I just received another bill...in French AGAIN. :mad:

It's tough enough trying to decipher whether or not I have been receiving the promotional credits...but now I can't even READ my bill!
 
I had bell over charge me for 3 months straight. However instead of calling them every day and having them keep me on the phone forever I just paid the bills. I think there were all in the $200 range. After the 3 months I get a bill saying that I have a $200 credit on my account. I guess they figured out on there own that they screwed up and I just last month paid my first bill so it evened itself out.


Don't know if this would happen to everyone but it just goes to show that if you don't bother messing with CS that things do sometimes iron themselves out.
 
aw124 Keep chipping away at it.Be as nice as you can ,they do love it when you kiss their *** .You must ask for extra credits any time you have to call them. It will help you feel better when your playing with their money and I think it puts a little preasure on them to stop the bleeding.In 14 months they have given me over $200 in extra credits just by me asking for something for my inconvenience.(which is every month).

One thing to look for is the taxes.ExpressVu does the rebate thing. They sometimes make you pay tax on the regular rate then take your discount from that total.
 
The movie magazine comes with the movie package, it's included in the price of the package as listed in the program guide. They bill it seperately for tax purposes. So they take a dollar off the price of the listed package, and then bill one dollar for the magazine. What's happened to you it seems is that you're being double charged for the Bell TV magazine. Hence the 2$ over charge each month. You should call and get that fixed. With your package, there should be no seperate Bell TV magazine charge.
 
Checked my e-bill today (6th bill) and they finally show the correct monthly charge of $78 for my Ultra Value Combo + HDTV instead of $80.

However, still no rental credit ($10 / month) , did not get the proper adjustment for being over billed for the magazine, and on top of that, I did not get my free month as the CSR had promised from the previous call last month. I was to receive one month free programming to compensate for the $50 online credit I was suppose to receive 6-8 weeks after signing up with BEV back in Nov 2005.

I guess I will take dirtyjeffer advice and contact the executive office.
 
Seems my billing woes are finally over. It started about 7 months ago when I signed up for Bell. Over $300.00 overcharge and many phone calls later, I've been told that all is now settled (we'll see). As I was moving forward, I was only paying what I owed (actually, I also paid the interest they charged me), therefore last bill, I was dinged with a $25 admin fee (kind of weird I find as Bell wasn't administering my account, had they, I would have had my refunds). Irate of the extra charge, I E-mailed the executive office and never heard anything back. So yesterday I call the 1-888 number and talk to a CSR (CSR David). I explain to David, for about the 8th time now what is wrong, he tells me, I'll put you on hold while I read your notes, he comes back a few minutes later and informs me that it'll be a bit longer, then he hangs up on me. I call back, get someone else, and explain my situation. The CSR says I'll put you on hold while I look into this, I beg her not to hang up on me. After a few minutes she comes back, informs that they found a bug in their system (Duhhhh) and the bug has been fixed. It seems that anyone signing up as a new customer was being put into the system as an upgrade (So none of the new customer discounts we're applied). She put me on hold so she could get a supervisor to correct my account, about 20 minutes later she came back and informed me that all my credits had been applied, the $25 admin fee was waived and my bill should be back to normal (whatever that is). Should mention that last month I was given a free month TMN an was told it would simply stop after a month, well it didn't. I had to tell the CSR to remove it, otherwise I would have been charged for it. Should also mentioned that I asked about moving costs (I'm moving next month) and it turns out that if you have a 9200, it would cost $50 for the second line (Only one line is free). She repeated over and over that I could simply have the installer put in the first line, then I could run the second line and save the $50.
 
I have had similar experiences with Bell, for four straight months I cringed when the bill came, because the wife said if this happened one more time, we were switching to some other provider, which I would do in a heartbeat, if another provider had as many HD channels.

We actually had to pull out of direct payment as they took over 350 bucks out of our account one time, for a 110 dollar bill and didn't give us the credit back for three months.

To me, this was like stealing my money and to tell me there was nothing they could do, only fanned the flames I was breathing when I called.

It's really about time that Bell stepped up to the plate and addressed this problem.

Only time will tell whether they actually care enough about the client, to end these bad business practices, however, waiting until this problem became critical, does not bode well for client service...in a client service business.
 
That may be but how long do you wait? Most people have no desire nor can afford to overpay a bill. Bell and its executives are rich enough and I doubt that anybody really wants to fund their errors.
 
When the Bell executive called to apologize and to apply the $290 'satisfactory adjustment', these are the points she made when explaining why it took 6 months.
  • when my account was changed from French to English, it necessitated a change in account number. This is where my credits were 'lost'
  • the billing software is run on macros, implying that no one in billing or customer service can bypass the 6-8 week lag time
  • and in my case where only 1 of the 3 promotional credits was applied, these macros can't account for it
  • she acknowledged this has affected 'a group' of customers
  • they are 'working on' the billing system
  • and the customer service rep erred by sending the credit request to the rental department instead of the billing department

So I come to the conclusion that the Bell exec knows there is a problem in the software, and in the customer service handling of it, but I question how much urgency there is to rectify it. After all, just think of all the customers who are getting ripped off and are unaware of it!
 
I've received four bills so far since signing up with EV and have been credited for the Bell TV magazine on the first and third bill. I keep calling to point this out and while the February issue was credited when it was billed, the January and March issues weren't. As well, I've only received $25 of the $50 Bell.ca credit so far.

Once again they've promised it will be taken care of, so I'll have to provide an update in a month...
 
the CSR's should have the capability to fix the problems...perhaps they don't realize that...if enough people let them know, then maybe they will get the ball rolling on a fix so these problems don't happen first, and if they do happen, they are easily fixed.
 
If you know the errors, why not pay what should be paid, and let the rest accumulate? That would be a easier thing to defend vs. not paying them at all. You can pay whatever amount you choose. The problem wiht not paying is that it might end up a a negative note on your credit record.
 
Here's one for you. I cancelled my Bell ExpressVu via e-mail so that I have everything in writing. I received acknowledgement via e-mail that they received notification on November 6th and cancellation would be effective December 6th. I didn't pay my November bill because it included charges (to December 17th) past my cancellation date. I have just received a December bill which includes my previous balance, new advance billing charges to January 17th, interest charges and a threat of a $25.00 administration fee if I do not remit payment within the next 7 business days.
 
Why not find some hungry lawyer in Toronto who would file a class action suit regarding Bell's not honouring their contractual commitments (ie the monthly discounts they offer to subs and then do not apply the credits as promised and collect the extra $5 or whatever for months and months and months)?????

I would never accept a 'pay you later' offer from Bev. The one time I had problems with an IRD that died (6000) in the first month, they first "lost" the IRD (good thing I kept the electronic signature receipt)!!! Then they claimed the smartcard was missing (wisely I had shipped it back seperately as requested in the Canada Post priority envelope and had the electronic signature receipt)! Bev tried placing a $100 charge on my account. I gave them 60 days to find the card (which they didn't) then I filed theft charges against the named (the person who signed for the card) individual at Bev and of course named Bev in addition! Amazingly I had more emails, phone calls and letters from Bev with the charge removed from my account and an additional two free months within two weeks of filing criminal charges!!!

Hmmm...anyone else wonder about those nice honest Bev employees...
 
I think I should buy a 6/49 ticket. Just got my bill in the mail- last month they had overcharged me for NHL-CI. I had signed up when they mistakenly had it for $100 on their website. I told them that I expected to be credited the bit they had over charged me last month, and the amount that would be coming of the next bill.

To my surprise not only did they credit me the $80, but also another $20 on top calling it a "satisfaction adjustment." :D
 
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