Billing Errors Continue

  • Thread starter Thread starter dirtyjeffer
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3rd bill ==> still no credit :mad:

Call BEV and the CSR said the credit was issued. (one free month + $80 credit).
I told the BEV CSR that there's no credit on my ONE BILL (Landline + cell + internet + EVu).

BEV CSR now said I have to call Bell One Bill since they are different department.:confused:

I thought I was being smart to sign up for ONE BILL so they will not make any mistakes.

Called Bell One Bill and the CSR comfirmed that BEV did issue the credit but it was after the One Bill statement was issued. I should see the credits on my next One Bill.

Now I have to wait another month to see if they are going to get it right this time.

One more thing. The Bell CRS(One Bill) had to put in another note enquiring for the $49.99 activation and $50 bell.ca online credits which I qualify.
 
Got my bill on Tuesday and surprise surprise no credit, so called and again complained, talked to someone who 'guaranteed' it would be on the next bill...just cause it's Xmas and I don't have lots of spare time, didn't bother arguing, we'll see in Jan what my next bill is
 
Just called in (working night shift) and spoke to a CSR (prompt to talk to tech assist, as billing is closed at 0500h) explained the prob, the csr agreed and put same in system and was given a confirmation #. Hope it fixed on the first call this time.
 
I e-mailed another detailed explanation of their error. Get this - in reply, they say they don't want to frustrate their customers (likely in response to my comment that I've heard billing errors are a frequent occurrence with them) but did not comment on my e-mail because they want my PIN number despite the fact that we have corresponded on this numerous times.
 
Thought I'd add to the fun as I've been having problems too. Had BEV installed Oct 23, so I qualified for the $10 credit on hardware (yes, I signed up as a rental customer). Since then, not one bill has been correct. Actually called about an error on my second bill (they charged $100 for instalation of a second tuner, I only have one), and the CSR acknowledged the mistake and said he would credit my account. Sure enough, next month, it's still there. I call back and spoke to another CSR, she says, the notes say about the call, but the CSR didn't credit my account because it doesn't say I'm a rental customer, that code is not in there (Yet they charge me, incorrectly, for a receiver rental, go figure). She promptly puts in the form to refund the $100. I then tell her that I'm also being overcharged (and have been) for my receiver rental. She then fills the form for that refund ($38). She actually said that she could see my next bill (This is a few days after getting my bill, my next one is already on the system) and I was still being overcharged for the rental so she refunded me for that (part of the $38) and apparently fixed my account so I'm now a rental customer. But she did ask me to FAX in my rental agreement to prove that I'm a rental customer, how bad is that? What floors me is that their system is capable of charging me a month in advance, yet it will take 6 - 8 weeks for them to put the refund on my account. And they also expect me to pay for their mistake, like I'd ever see my money back after that. So far I've been paying what my amount should be. We'll see what happens when they try to charge me interest and I fight it, hihihi. This is just comical relief onec a month now.
 
I switched to satellite tv at the end of november and have received two bills so far. Both have been wrong. The reason I am posting is to ask other new customers if the first bill they received billed them for two months but only credited them for one month. I have a friend who joined one month after me and this 'mistake' was made on both our bills. I think it is a big scam on their part. How many people do not check their bill closely enough and pay the whole amount? And when I phoned in to get it corrected they said it would take 6-8 weeks for the correction to show on my account and I should pay the whole amount so I don't get charged interest! I should overpay them and they can collect interest on my money and then I need to try to remember to watch for the money on my bill in 2-3 months?! And my second bill had not enough credits on it. I don't hold out much hope for my third. Any other company if you phoned with a bill problem they would fix it immediately. I find it very hard to believe that it needs to take that long. I think Bell is making millions by overcharging customers and it must be illegal. At the least its immoral. Sidenote: My friends only bill so far was $120 over what it should have been.
 
NESA is a third party company that handles Bell's and others warranty product, so you did not file theft charges against a Bell employee if what you are saying is true. If Bell is told by NESA they didn't receive something they have to take thier word for it.

Bell and other companies are not out to screw you, all they care about is retention right now, and pissing you off is the last thing they want to do.
 
The problem I have is that I will not give them money and let it sit there unitl they sort it out. I have been subtracting the missing credits at each bill, and my unpaid amount is growing, collecting interest, and causing them to phone me, and threaten $25 admin fees. I would not be surprised if I don't receive a disconnect threat soon even though I have paid everything I owe. This is the frustrating part. Also, my theoretical non-payment could eventually make it to my credit report. This is the stuff that really bugs me as a customer. If they could let things ride until they work out their issues without causing me a lot of grief that would be fine. I have been working with them for more than 12 weeks on this issue with absolutley no resolution yet. I can see that applying credits might take awhile, but once I point out the missing credits, I would expect that the next bill would show them for that month. No luck!
 
some billing errors are bound to happen, but BEV really needs to either be more proactive on their system, or more on top of the promotions to make sure the employees are processing transactions correctly...if the transactions aren't being done correctly, the system won't generate the correct pricing/credits/etc.
 
OK so I brought my lack of credit to their attention over 12 weeks ago, and still it has not been corrected in the bills coming out, and the lost credits have not been applied either. So much for the 6-8 week time frame. They want us to give them the extra money so they can make interest on it while they sort out their problems. I'll bet that more than 10% of affected customers don't even realize they have been over charged. Their billing system is a mess!
I just deduct the amount of credits I should of recieved from the bill, and pay the rest. You can bet if I change my package to a costlier one that it will show up immediately. Even if it really did happen after 6-8 weeks, that is totally unacceptable from a customer stand point. BEV should be ashamed of their billing system!
 
Well I finally received my bill today. And believe it or not, the Exec Office came through! My bill is finally what it should be after 6 months. I guess I can only wait and keep my fingers crossed that they can do it 2 months in a row.
 
I don't know who you have been talking to at Bell but I have not encountered one person who can apply credits directly to your bill and give you an honest amount owing. Quite honestly I have not encountered one person who has actually submitted a work order for any of the credits owing on my bill. Although maybe the last person did. I guess I'll find out the next time my heart fills with dread when I open my mailbox and see the word Bell on an envelope.

delig, who has never before encountered this amount of crap with a service provider
 
I bought my 9200 in July 05 and still have not received the $100.00 credit, after almost a dozen phone calls later. Incompetence is a three-letter word: BEV!
 
LMAO!

I totally agree with you. So, it all comes back to my closing statement to Bell and the CRTC "And you wonder why people steal your service?" Why would anyway "RISK" paying for it. You're guaranteed to get screwed trying to be honest. Makes no sense to me.

On the plus side, well, got nothing there..... Oh yeh, they do have the most HD channels. Not sure if it's worth all the BS though....
 
wow skypilot. I got that pretty quick. Didn't have to hassle to get it either. Most people on here got it quick as well.
 
The problem lies in Bell's computer billing system. CSRs are not allowed to see enough info to do corrections properly and are not empowered to actually correct anything out of the ordinary. They can enter corrections all they want but some "higher power" just reverses them. About the only thing they seem to be able to do is apply credits for certain issues. The same goes for most customer issues. Some CSRs may know how to get around the system but many do not. Bell management treats their CSRs like mushrooms and all customers ever get from most of them is recycled manure. Bell is a perfect example of a dysfunctional company that should be put out of business by more efficient competition. It is one of the most hated businesses in Canada but manages to stay in business due to market domination and government protection from outside market forces.
 
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