Billing Errors Continue

  • Thread starter Thread starter dirtyjeffer
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My problems are with Expressvu csr and my Expressvu bill. Not Bell Canada and the CRTC.I think all would agree to that.
If they get better thats great, if they blame someone else they wont get any better.
deliG you will get you money but I say it will be later rather than sooner.
 
While BEV has been very incompetant with there billing of credits I am hearing a lot of problems with stores promising things which are clearly unrue.

Maybe these things need to be put on a receipt and the store needs to pay up.

It is not Bell's fault if the store misinforms you.

When the bestbuy store scewed up by putting me on a 1 yr. contract instead of 2 yr. I was left spinning my wheels with BEV. They said you can only go back to the store. Which I did.......and got a credit of equal amount.

joe
 
Agreed. Myself on several occasions have had to call for a credit; even as recently as last week. They tell you to wait up to 6 weeks, then you have to call back again.

If the CSR will have the abillity to adjust your bill on the spot, and say "OK Mr. 0042, your new balance is now $46.72 due March 7th." then that will save me a fair amount of screaming and yelling.
 
I have yet to sign up with BEV until I move into an apartment unit facing Southwest (June 1st). Since I have not had the best experience with many companys I sign up with *cough* *cough* CIA *cough* Rogers *cough*, I thought I would take a dip into these forums and read all positive and negative feedback from BEV before joining.

So I have spent the past day reading all 8 pages of this thread in particular. One might think after reading this that the best thing would be to stay away from BEV. But I dont think I will. It certainly appears BEV has major Billing Issues and I dont doubt it. But I believe it is having the experience and knowing what to expect and the way to handle CSR and who to speak too should make the experience a positive one.

First thing I will definently do is make a copy of the promo that I am signing up for. As its been seen said that CSReps are denying certain promos ever happening

Second, I will be documenting every conversation..names/employee numbers (I assume if I was really frustrated I might start recording conversations..(letting the CSR know of course :D )).

Third, it is definently a good idea to have some sort of exective contact (email/phone number etc) incase you need to escilate an issue that cannot be resoved by a regular CSR.

Lastly, not to be frustrated when speaking to a CSR that you cannot get anywhere with.....

Dr. Phil/Jerry Springer Moment...

Most regular CSRs at bell (I will even say the same @ dell.. yes I work for dell) probably can not do any more than what they actually say (limitations). And they most likely have scripts (you will have to wait 6-8 weeks) on what they should say when handling a negative escilation or if they cannot do more than what they are trained to do (ie.. apply immediate credits were credit is due). Getting angry or upset with the CSR will not get you anywhere (not even at dell..lol). It will just get the CSR on the defense and he/she will try to rush you off the phone as fast as they can. If you make threats like "I will sue" is a quick way for them to just release the call (trust me.. I have done this myself on customers :D ). It is always best to take the positive start to a call and get the CSR on your side "I know you have limits on what you can do for me today, but its really been frustrating to not see the credits been applied month to month. I dont blaim you personally as you have been really nice to talk too, but I just wonder if there may be a glitch in the billing software. I would feel better if I could personally speak to a manager (as he or she may be able to do something that you are limited by doing". If I were the CSR on the other end I would definently bend over backwards to make sure that customer was happy (as I have done at dell). If you start the call in a negative way and just start spitting off with all your frustrations with BEV, you can bet you wont get anything out of it and it will just be a waste of your time.

Though one thing I really think is completely wrong is it taking a company 6-8 weeks to do anything. This day in age, that is completly insane for anything to take that long. I would understand them wanting to wait 6-8 weeks to apply credits if this were NOT on a contract basis, but they do have the customer for 2 years, so this does not make sense to me I have been paying close attention to BEV promos over the past 6 months and they seem to change on a monthly basis. Perhaps their billing system is unable to handle such frequent billing codes/promos that with existing customers get the shaft.

This would be all I would have to say. I thank you all for sharing your experiences with BEV, I at least now know what to expect.
 
i am pretty sure that visiter555 is correct in this...having seen a few credit reports (albeit, several years ago), i did notice the 30/60/90/120 style of report that he mentions...there is what is usually known as a beacon score, and the more "hits" that are late, especially REALLY late, the worse the result is...poor results lead to declined credit apps, or higher interest on accepted apps (like those places that offer guaranteed loan approvals for used cars...they charge you interest rates over 30%).
 
I'm laughing and having fun at your expense this morning I get my bill and its screwed up, again they forgot my 2 year price freeze.I called them up and they will give me a $26.93 credit next month for the $5 mistake what a joke.I'm about 16 months into a 24 month contract and my bill has been right only 3 or 4 times.The only good thing about it is the extra credits you can get to listing to that sickly how can I provide you with excellent service dribble.
 
this is why i urge many of you with billing issues to escalate these problems...the executive office will fix these problems, and the more people that make the executive office aware of the problem, the sooner they can get this mess fixed for everyone...while i know that the few people in here only represent a small portion of the customer base in general, i want all of you to be as happy with the service as i personally am.
 
I had a huge battle with a senior csr at bev on friday regarding the charge of $3 per unit. I am supposed to be on contract until feb. 07. After 35 minutes on hold and wasting my time i offered to either have my contract cancelled with no cancel fee (since i felt bev broke the contract) or to adjust the rate. They refused to adjust the rate. After arguing for another 10 mintues she agreed top give me a $25 cust. service credit instead. So i figure i'm good now for 50 months!!!!
 
Well I finally got my bill straightened out! Initially they charged me $100 for the installation of two 4100's, which I did myself. It took about three months, getting very angry, and copying each and every email to the corporate office email address post here (thanks, by the way).

After the emails got heated, I received a call from the corporate office (at work). She basically agreed with me and couldn't understand why it was an issue. Fortunately she had the ability to correct my account immediately, and told me to pay the difference only. My latest bill is finally correct. What a pain in the ass that was!

-Mike
 
I, too, switched to EV because it had the best HD service and best overall value at the time. (Never mind the problems with *C and Rogers.) However, I have had serious problems with companies under the Bell umbrella on several occasions. When the system works, it is Ok. It is serious hell when your problem cannot be fixed easily and they often refuse to supply a decent remedy. It can be almost impossible to get billing issues fixed, even when they make a serious mistake.
 
I, too have had billing problems since the summer. I have spent hours on the phone at the CSR level, supervisor level, and most recently the executive level. The sad part is, I have actually spoke to someone who told me exactly what the problem is, and that he fixed it. For some reason, credits don't seem to be filtering down to my account. I don't know if this is a OneBill problem but I frankly don't care. Why should I be paying for services I don't get, and paying more for the services that I do have than I should be! I have pursued and exhausted every possible avenue with Bell, and they have had plenty of opportunities to fix the problem. The only thing that keeps me from jumping ship is my contract and the knowledge that the alternatives are worse with their billing than Bell is.
 
Thanks for the info. I have been writing down all names and documenting all details including time on hold for all my calls after the first one. One of the CSRs was quite surprised after he came back from 'reading my file' (which should at that time have only had one notation on it) said offhandedly 'sorry about making you wait' and I said 'oh you mean the 14 minutes I just sat here? Don't worry - I have your name'. Not that BEV is likely to give a rats a**. Hope he had a good coffee.
 
I'm an agent who likes things done well...unfortunately we do not have in most cases the means to give you that. When you have a billing issue where you were overbilled on a credit card always make sure to be provided with a fax number were you can send the proof that you were billed the amount you say you were, with a contact name of who to send it to.

If your problem regards a promotion not being applied or promotional credits, make sure you request a request number which will start with the date. EX:20070227123456. If you have a shorter number that means the credit was requested in the wrong application and you won't get what you requested.

If your problem regards the 50$ activation fee, make sure you are given a request number also starting with the date. The request should have been done in the billing portal throught the financed and rented equipment.

If you were charged early termination fee but the reason why you disconnected because you are moving out of Canada or because you can not have Bell Express Vu were you move, send us the proof throught fax, otherwise the credits will most probably be declined.
 
Before you reach 120 days delinquence, nothing actually affects your credit because it all stays internal to bell express vu. Now if you pass that amount, then An outside credit company kicks in and it will affect your credit.
 
I have to check my first bill again to make sure it was right! After the second month they dropped my credit for the rental! I've talked to them about two bills now, and I am not holding my breath. I am paying them only what I should and letting the rest accumulate. They can sort it out later if that's the way they want it. Meanwhile I'm keeping a paper trail to cover my ass, and show that I tried, and tried to correct it.
The thing is that by nor correcting the problem immediately they are turning off customers, and making more work for themselves as time goes by and the errors accumulate. Oh well...
 
dirtyjeffer...

it has been a week since your new year "kick off"...any encouraging words :rolleyes:
 
That all depends on the issue. *C gave me the runaround for 6 months over a defective receiver.
 
So you should do the same as I do. Subtract the amount of the credits you should of got, and only pay what you should. Keep records of your calls, and/or emails so you have proof of you attemps to fix the problem. Interest will add uo over the many months it takes to fix this, but if it causes BEV a hassle to clean it up, well it looks good on them! There is no way they should benifit from their own errors by having our money interest free for months.
 
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