How to deal with BEV billing errors

  • Thread starter Thread starter Ex Agent EV
  • Start date Start date
Another route is to contact the Bell executive/president's office or whatever they call it now. Don't know if they even have this any more but had an issue resolved quickly that way.

You could also counter sue in small claims court. Add a hefty amount for damage to your credit rating. That might get their attention.
 
Retention dept can fix a one time billing error and have done so for me by giving a credit for the billing error amount.
 
I did get the 6 month 10$ programming credit....looking back at my bills. Yeah its funny my 6100 is activated but they had no record of me renting it. When I called previously I told her I didnt want to keep it anyway and if I kept it for another year and then they requested payment that would be almost $200 to pay back.
 
For me I had numerous billing problems with Bell Expressvu since I started.

When I signed up last febuary,they charged me a re-activation fee of $55 when I was never told of that and had to fight with them for 3 months to get it removed and eventually after bi#$#ing to a higher level about this I was compansated for the greif they have given me. My blood pressure went up as a result of this and i felt like sueing bell for stress. lol

second issue which is still not resolved is they refuse to send me a paper bill in the mail after calling them numerous times to take me off online billing. To this day I gave up and just set up a automatic transfer from my td bank account of a set amount of $47.31. for digital + 1 theme and fasion tv. If there rates go up or anything strange happens to my bill it aint my problem, either they fix it themselves or call me. As I have done my part in telling them to send me a bill in the mail.

third issue- I told them to consolidate my bell canada bill and expressvu together and again its never done to this date. I guess I will keep it this way.

My lesson from all this "If it aint broke dont fix it"
 
It seems that my previous statement wasn't clear...

Retention departement will:
-Give credits to make you stay will EV (months free-service dicounts). Those discounts are applied right away to the clients account
-They could also request a credits for a one time billing mistake (a PPV being charged that you claim you didn't order)

BUT

-They won't fix a situation where billing mistake are made for more than a month, or an item charged (like rental cost) over many months when client shoudn't be charged. In those cases the retention will transfer the client to a CSR and the CSR will deal with the situation
 
And I think that before we call each and every autority possible Brooker should wait is next bill...unless the agent opened he billing form required to charge him the difference in price he wasn't charged for I don't belive that the charge will automatically be corrected.

When are you supposed to receive your next bill Brooker?
 
bell seems to be the only provider that can't fix things on the spot...i dealt with a BEV billing issue for almost 7 months before it was finally resolved...that was after numerous calls to CS, the executive office and finally the SatisfAction team (an internal department created to assist employees with billing errors, which i thought was rather sad such a department had to exist)...when i got my first rogers bill in, there were three errors...i didn't get my 500 minutes of free LD on my home phone account, i wasn't getting my 15% off my cell phone account (now that i was bundled with multiple services) and i was charged a $20 activation fee in error on my cable account...a few minutes on the phone and the rep fixed all three issues on the spot for me and apologized for the mistake...the interesting part was, one was related to TV, one was cell phone and the other was Home Phone...if that happens with Bell, you have to call each department...mistakes happen, just fix them.
 
Why would you assume I was upset? I realized after the fact that I was getting a HD rental for SD. But I was simply wondering if I should be responsible for that error. If it was reversed and I was being charged for an HD instead of SD would EVU reimburse me 12 months after the fact? just curious. You know it's strange that you talk about the CSR's and how they operate within policy, but yet when the error was first discovered, the CSR told me why not leave it as it is... I would save a $7 amonth that way.
 
Before everyone panics and assumes what will happen why not to wait until Brooker receives is October statement? Nobody knows for sure, if he would get charged or not...

Qualitu audits are based on several criteria, one of them is doing what you have to do based on the client's situation. In that case doing was you have to do would have involved requesting the charges to be corrected.

 
Gorilla when you make the original order the charges are well explained...programming cost and espacially cost of equipement

A 6100 is 10$
A 4100 is 3$

They often describe you various receivers and giving you the price of each to make sure you really pick what best suits your needs
 
Why are you yelling?
So is it Bells fault?
or the Customers fault?
I could care less what job title you give to your people
Orange, apple, banana
Do you hear what I am saying?
And are you listening?
It DOES NOT MATTER what the job title is of the person who screwed up, I dont care, neither does Brooker for that matter (I would guess)
Bell seems very good at passing the buck ( i cant help you with that sir, its not my dept, I can transfer you though, to someone else who doesnt care about your problem...)
I don't know why you are even arguing this issue?
If BELL had billed the customer CORRECTLY from the start, this would be a non issue
If Bell had the customer sign the 2 YEAR contract, then they would have a case, and could force Brooker into paying, but they screwed up, again
Be humble, admit your mistake, move on
Correct the system that causes these mistakes, and help improve your companies image
Bickering in here over job title??? is not going to win you any fans!
 
Lol... a one time error... lucky...
I have been with Bev for 4 months now and I have had around 5 billing errors in the 3 bills they have printed. Just checking online billing, my new bill will come without the corrections again.... I'm getting frustrated calling them and not getting my credits applied. :confused:
 
-Unfortunatly no matter who made the mistake the CSR would be the one who would have to fix it...we are the departement cleaning everyone's mistake!


In this case, I never argued that it was Bell's mistake... I just said that in a way client shoudn't be surprised that we now requires that he pays that 7$/month because he signed and agree to that already when service was installed


It was not my mistake, I'm not the one who dealt with the set up of his account. If you look earlier in that thread, I alreadyt stated that there has been a mistake with the billing, he should have paid 10$ from the beggening.


He sure signed a contract... Which we could find all the details by calling our helpdesk...



I know that... In fact I'm sure you don't even care about the probelm itself...all you care for is to bitch about the compagny! I'm sure even if it was 100% crystal clear that the compagny is right, but client argues you would agree with hm just to bitch at the compagny


I'm not an IT person, I'm a CSR! It's not the system who made a mistake, but the person who entered the rental unit code in the system. In case you forgot, WE ARE ALO HUMANS! not a robot and humans do make mistake.



I was not... I was just explaining who does what and the different job title so that maybe you start blaming the right person the next time... CSR's are the employes with the lowest salary in the compagny but yet they are the ones who does the most and who are taking the blame, either on forums like this or from clients on the phone for everything
 
Gee, this is getting ugly.

The BBB is a good route to take. Here is BEV's company report card from the BBB. http://www.bbbmwo.ca/commonreport.html?bid=19028&language=1&bureau=&bbbid=
This shows that the BBB was able to resolve 86 billing issues.

Here's a better idea!
Everybody that's having billing issues, contact CBC Marketplace. They seem to like doing stories on Bell Canada.
 
My point exactly. BEV gave it by mistake for free, just like they screwed up and gave booker his receiver for $7 off per month. If they don't recover the costs from all those that got free stuff, then why should booker be on the hook for BEV screw up?
 
Should be
Just like the $3 he paid already for the rental SHOULD have been credited back to his account
Shoddy billing practices
Maybe he should bill Bell for the hours he has spent on hold, and trying to sort out this fiasco that Bell created
I'm disappointed how they treated a loyal customer
Good job Bell, back charge him for your error, then DONT credit him for the $3 rental he has already paid, forcing him to call in yet AGAIN
Believe it or not, most Bell customers (if they are like me) , have better things to do than call in and bicker over billing ERRORS, no matter who made the error, the billing dept, Tech support, cleaning lady, Level 2 CSR...
 
With all of the false imformation given out by various CSR's, it would not surprise me if Brooker did NOT know what his bill SHOULD have been
Why is it the customers fault that he was not billed enough?
I agree with other posters that Bell should suck it up, and investigate why the billing error occured
Maybe charge the CSR that screwed up for the difference?
I'm sure if there was an ounce of responsibilty on the CSR's part, they might take more care in setting up a customers account/billing info
I have had my share of billing/channel screw ups with Bell, and think they should take responsibilty for their billing errors, and not pass the buck to the customer, who may take his bucks to another provider
I'm pretty sure a customer who is advised of the error, and told that Bell will not be charging the customer for Bells mistake, is less likely to leave than a customer who is told "Hey, we screwed up your bill for the last year or so, and now we want you to pay the difference "
 
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