Billing Issues and Questions

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northhillca

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I had similar problem where waiting month after month to get the billing issue resolved. I think its not the call center in India thats the problem. They are probably never told how to do it since the problem is persistent year over year. Anyone with proper training can do this job. Another thing is, Bell needs to change their billing software system and re-engineer the workflow.

I had my issue resolved after I decided to cancel the service and got hold of someone who was senior enough to understand their intricacies.
 
Hi All,

I am fairly new to Bell and have a question on changing my programming. I figured there would be plenty of experts here who have gone through this all before.

I have 6 Theme packs and the HBO/MovieCentral package. I only picked up the HBO/MC pack to try it out since it is 50% for the first 2 months.

On my first bill I was charged for two months service which is fine, the month I signed up and the month in advance. I didn't receive my $100 new customer credit but have called about that and have been assured it will be on my second bill (will wait and see I guess) !

I was charged for two months of HBO but only received one of the 50% credits. Again I have talked to them and they have said that they can't put both on the same bill, and the 2nd 50% credit will be on the second bill.

Anyway my main question is, when is the best time to cancel HBO and pick up the 4 HD Theme packs which I want to add? If i do it now, will I lose that 50% off for the HBO pack? Is it best to wait till closer to the end of your billing cycle?

Also, have people changed their packages online? Does it take effect instantly? I would prefer that way if it works seeing as the customer service reps try do anything to refuse taking off channels.

Thanks for any assistance!
 
If you subscribe to this service you have to cancel or they can continue to provide and bill . Unfortunately it's not considered negative option but a continuation of your subscription.
You can call the retention dept and maybe get a break on a percentage (50% for 6months) of your regular bill based on a competitors offer but I would consider the MLB issue is a dead horse.
 
Hello there,

I'm writing here with a lot of frustration about Bell service. I joint Bell TV in May 2009 when an offer was posted on Bell's website as: for digital package 18$ for 12months and 32$ after, plus 10$ off for 12months. In additional to this offer I purchased an HD receiver with 100$ in programming.
For the first 3 months the bill didn't shown the offer from that time and they charge me the full price as 32$ for digital package and also didn't get the 100$ credit for receiver.
I had so far 6 calls with customer service for this complain and all the guys promised each time the bill will be fixed next month. Also, I've got emails requesting changes to my bill but without success. The customer service personnel is the worst which I saw so far, persons without service skills, ignorant and quite rude.
I'm desperate about the service of this company. I got all the paper regarding to this offer, and also the flyer from Best Buy with the HD receiver credit and nobody cares.

QUESTION: what options I have? where else I can complain?

Thanks.
:confused:
 
warpdwhim, even if you get only $0.01 off instead of the 30% promised, you should still be happy. You would still getting a discount that many others haven't ...

Wouldn't it be nice if Bell made a mistake for once that is to the customer's advantage.
 
So getting the "subscription" half expired for a promotional price is considered a complete buy in to the complete subscription for next season? I don't think so...
 
I would change your HBO/Movie package line up on the day you activated your account. Lets say you activated today the 4th, then I would remove it on the 4th on the following month. If you don't I'm pretty sure your gonna have to keep it for another month at full price. Kinda strange too that you only got the 50% discount for 1 month, you should have gotten both. Can you write down exactly how your bill looks like? As for the $100 I'm guessing you purchased your unit? Definately keep an eye for it on your second bill, it should show then, if it doesn't I'd be worried.
 
I don't know how Bell calculates PST and GST but by my calculations they charge one cent more for each. Not a big deal but 2 cents spread over 1 million customers is $20000 a month.
 
Some subscriptions you get free for the first few months but have to call and cancel if you don't want to continue. Anyhow that's how they work it.
 
I feel for ya bud nothing more frustrating than getting the run around month after month by call centers. Only thing I can suggest is to call up and ask for a supervisor (have you asked for one yet with any luck?) due to the fact that this has been ongoing for so long. It's a pain but sometimes the only thing that can fix the issue is getting a good representative that knows what they are doing.

I signed up recently and am yet to get my first bill but I am almost nervous to see it, hopefully my $100 credit is on there!!!

Good luck and keep us posted.
 
Well according to the fair trading act... (link above in #45)

Negative Option Practices
Definition
20 In this Division, “negative option practice” means a consumer
transaction in which a supplier
(a) provides goods or services to a consumer, including the
enhancement of a service that a consumer is already
receiving, that the consumer did not request, and
(b) requires the consumer to pay for the goods or services
unless the consumer informs the supplier that the
consumer does not want the goods or services

No consumer liability
22 A consumer is not liable to pay for any goods or services
received under a negative option practice.
RSA 2000 cF-2 s22;2005 c9 s10
Negative option practices prohibited
23 No supplier may supply goods or services to a consumer
through a negative option practice.


How does what Bell TV is doing not fall into this category?
 
Noticed I do not have LPIF charge this month.

I had complained a while back that this was not a CRTC mandated charge, and was offered a 20$ credit.

Am I the only one who does not see the LPIF charge this week?

I made a similar posting in the general CRTC thread but I have not seen any feedback from BellTV customers, so I am trying here under the Billing Issues thread for BellTV.

Thanks, I appreciate your feedback.
 
Your friend didn't "get caught", he just didn't pay attention to the documentation he received from Bell TV. When you suscribe to any sports package (NHL Center Ice, MLB, ect...) suscription is automatically renewed the following year, unless the suscriber calls before a certain date to cancel. The customer receives a letter a few weeks before the deadline, and a reminder. Once that date has passed there is nothing the agent can do. The customer is billed foe the following year and the agent can not cancel the charge
 
cheers for the reply. My bill looks as follows:

Programming Charges
07/31 - 09/30 Digital Service Fee........................$6
07/31 - 09/30 US Timeshifting............................$2
07/31 - 09/30 Digital Standard...........................$64
07/31 - 09/30 6 Themes and Premium Movies......$90
Sub Total....................................$162

Adjustments-Offers
08/11 Premium Movies 50% off for 2 months...$9.50

Then its just plus taxes. Note the bill is for 2 months since I just signed up, usually everything would be in half. I guess I missed the "once month after I signed up" to remove my movie package so not sure if I should wait till next month or not. Kind of curious (and scared) to see my 2nd bill lol
 
Hey guys,

So I've been having MAJOR issues with Bell over the last month.



I subscribed to BellTV, however I was using a PrePaid Credit Card, so they took a $200 deposit off my card, and said I would be refunded once I had paid 6 bills (the prepaid card has no credit attached to the card). They also took $52.50 for the installation.

I had a tech come out on June 14th. It was horrid service for the get go, so I cancelled right than and there.

They refunded my $52.50 right away, but I noticed about a week later they did not refund my $200. I called and spoke to a representative, who said they didn't notice they took two withdrawals, and said she would get the $200 refunded in 72 Business Hours.

A week later, Still no refund. I called again, and spoke to someone who didn't have a CLUE what was going on. I ended up being on hold for 45 minutes while she spoke to her supervisor.
She hinted to me that it was refunded to the wrong credit card. She said an "Investigation" would have to take place.

Obviously - without doubt - I was furious. I don't understand how they can take money off my card - but when they don't provide me with the service, delay putting it on my card for so long.

I ended up calling the Head Office and complaining - Didn't get much there, but she assured me that she'd get someone from the billing department to give me a call.

They did end up calling an hour later, but I was working and it went to voicemail. The guy who called me didn't even leave a Name, Number or Extension.

I called on my lunch break, and spoke to someone (again.. the 5th time).. who gave me a Fax Number to send my bill to. I gave VERY CLEAR INSTRUCTIONS to call me back.

Nobody ever did.

I called again, Today, Spoke to another clueless drone.. and all that we got accomplished was that he'd email the guy who was looking at my account - and get him to give me a call.

I'm at my whits end. I'm willing to give up and just let them keep my $200.

Do any of you have an email address? Or phone number for the Billing Department DIRECTLY? Or anyone that could help me out?


Thanks a bunch.
 
Oh ok, I think I understand, the premium movies were added on 08/11, my guess is since it was mid month you'll see the other half next month. Still weird, definately kee an eye for it as well for next month, you should get it.
 
Thanks Nufan for your advice. I was optimist like you couple months ago, and I believed all the words from the BELL rep., but I did a big mistake when I signed with BELL. Now I'm stuck with them for 1 year.
To get in touch with a supervisor from BELL center? Not a chance, all the reps are from India and they give an s***t about us. They are ignoring your direct questions about the issue and also, all the time are promising the bill will be fixed in the next month.
I was hoping to receive more advice from this forum, and I'm start asking myself maybe I'm an unlucky Bell customer.
Now I'm trying to move the phone and internet from Bell. This is what I can do so far. Any recommendation for a phone-internet provider?
 
The problem with Bell is that if a customer tries to leave , they would offer a deal to keep the customer. From what I understand all the deals are different , depending on what it takes to keep the customer. So if something gets mixed up it is impossible to get the same CSR to straighten the problem. I don't have any problem with Bell tv because I pay regular price but telephone and internet is another story nothing but headache. I came to a conclusion that I don't want any discounts and their service. In the next few days I will be switching to another internet and telephone provider.I am considering 2 companies Primus and Teksavvy.
 
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