Billing Errors Continue

  • Thread starter Thread starter dirtyjeffer
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One would think if the executive office realy wanted to help, they would move to where csr could make them aware of the problems .Rather than have customers do the work for them.
 
it was mentioned the critical focus for the year will be "First Call Resolution"...there is no reason for customers to call in many times to get the problem fixed...this is not only very frustrating for the customer, it is VERY costly to the company, both in costs incurred for calls to the call centre, as well as potential lost sales for customers who leave out of frustration...many of these customers, also have more than just one service, so it can be quite costly to the company to lose these high value customers...one of the things recently annouced was a special "hotline" for our stores to use when we have the customer with us to get issues resolved on the spot...i have used it a few times, and they have been very good.

only time will tell if the "vision" will become reality.
 
i always love posts like this one...when the error favours the customer, mums the word...if it doens't, all hell breaks loose.:rolleyes:

you will probably see the receivers charges double up on your next bill.
 
A lot of companies can resolve billing issues on the first call. They can tell you what your amount owing is and correct billing errors in one call. Bell CSRs cannot do this due to billing software issues. I know this because I asked a CSR if they could tell me what my amount owing was and he told me he could not. I am sure this is as frustrating to the CSRs as it is to customers.

Imagine ordering a product and being told they don't know how much it will cost, then being told to overpay and trust the company to refund your money. Imagine that that company bills 30 days before delivering the product, charges interest 10 days before you have received the product and takes 30-60 days to issue refunds. No need to imagine, just deal with any Bell company.
 
5th bill from Bell (One Bill) and finally got my activation credit of $49.99 but still no online credit of $50 and they are still billing me $80 for my Ultra Value Combo + HDTV (instead of $78 / month). :mad:

Again online with BEV to go over the bill. The CSR suspect I already got my online credit since the last bill, I received one month free plus $80 credit. Again I had to explain to this CSR that the free month plus the $80 credit was to make up their mistake of not giving me the $120 HDTV credit that I was surpose to recieve from their promotion back in Nov 2005. So the CSR said he'll give me one month free to make up the $50 online credit. He also again promise that my next bill they will have the correct charges ($78 for my Ultra Value Combo + HDTV).

Now to the hardware rental.
They finally included the rental on this bill and of course no rental credit.
The BEV CSR said as per the other help desk (hardware rental department), I should see all the credits on the next bill but he was not able to guarantee it since he is only getting this info from another help desk.

So again, I will have to wait for the next bill before calling back BEV.
 
Fuzzy there is no doubt they are aware of the problem and choose not to change.Thats why I think you should demand a extra $25 every time you call about your bill.Many people in this thread (I for one)have received customer satisfaction credits for this inconvenience.
 
I know I shouldn't think this way. But the phrase "satisfactory adjustment" makes it sound like Bell is placating us, but almost in a patronizing way.

We say: Bitch moan and complain....
They do :ignore ignore
We say: Bitch moan and complain....
They do :ignore ignore
We say: Bitch moan and complain & escalate the complaint.
They : Listen, hmmm, haw, and roll over saying ok... we'll credit your account with a " satisfactory adjustment" to shut us up. Are we supposed to be grateful that we had to spend hours on the phone to get something that was due and/or promised in the first place. I feel its kind of insulting really.

I am trying to be objective not millitant.. but it just pissed me off.
 
I have been waiting for my $50 bell.ca online credit, and my $240 rental credit for 6 months since I signed up in October. I have email proof that bell sent me promising such credits. But the rep on the phone says the billing department doesn't have an email address(!) for me to forward this email to.

They have given me the excuse that because I asked for my bills to be sent in the English language instead of French, my account number had to be changed. In doing so, they have lost track of my credits!

And to top it off they REFUSED to give me the name of the person in charge of the billing department saying "I'm not at liberty to release that information". :mad:

Can you believe it?!?!?!
 
Same thing for me...they took way too much out of my account...so I called...and called...and called...no change...

So...I went to my bank...cancelled the automatic withdrawl feature...and no more problems...they still try to take money out...but can't...they even try to charge interest...but I still haven't paid...

They call...and want their money now...and threaten to turn it off...and then they get a supervisor to talk with me...and I simply...and civilly... ask them to look at the account...to see what they have done...and then tell them to correct all the problems I have documented...and then send me a corrected bill...which I will be more than happy to pay...

I go through this every month...for the past six months...so I owe a whack of money...but they can't get their house in order...and will never cut you off...once you explain it to them...they even empathize with you...

Life is far too short to get stressed over a stupid tv bill...from a stupid company...so...take the "I want the telemarketers number" approach...play their game...and enjoy the ride :p
 
Opened the last bill. Received my $290 'satisfactory adjustment' (good), but still missing my $8 Bell Magazine credit (bad).

Just KNEW they couldn't get everything right.
 
So now I'm getting billed $3 for 3100 receiver's on contract at $2.50 each untill next June. Never saw that coming:mad:

It's seems bell never got aroung to locking in the rate rates for people under contract.

Another phone call to bell.:(

Check your bill!
 
I told Bell back in December that I was leaving Expressvu---I've even returned the receiver---yet they still continue to bill me for programming!!!

I can't stand them :mad:
 
hdtv.
Bell Canada, can apply credits directly to your bill and tell you what the new amount owing is.
With the 2nd phase of the new onebill roll out, (coming very soon to a csr near you) they will be able to apply charges/credit for all lines of business immediately to your bill and tell you the balance owing.
most of your posts lately have been full of half-truths and I'd appreciate it if you didn't keep posting incorrect information.
not every single thread has to be a forum for you to state your dislike of BCE

nem, who understand the frustration billing errors cause
 
This same thing has been happening to me since August (when I signed up). If it isn't right this month I plan to remove my automatic bill payment til they get it right as well.
 
do you honestly believe that the person in charge at BEV actually knows how a CS rep handles a billing question on a call...which screens to access, how to determine if a credit is applied...i can guarantee that if you place the president of BEV on a phone, he would be lost and would not know what to do to help that customer...it is quite possible that the senior managers at BEV are not aware at the scale of the problems...if they "only" get a couple of calls a week about billing issues, that doesn't put up any red flags...if they get sent several issues from the executive office, it certainly does...the executive office has the power to do ANYTHING they want to help resolve the situation (obviously within reason)...if it means skipping the proper procedures to figure out why the credit wasn't applied, and to simply apply the credit immediately, then so be it...a CS rep does not have that power.
 
Again, BEV has messed up and not given my my rental credit agin this month, even though they said they would rectify the problem last month. I am subtracting it from my payement, but it is turning into a bookeeping mess as an amount is showing overdue, and interest is applied, but I'll be damned if I give them the money so that they can credit me some day. It's a mess, and will just get worse as until they fix it.
 
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