I
I_Want_My_HDTV
Guest
Just call in to cancel over the billing problems. It won't fix the billing problems but you might get 3 months free programming and a free 9200 plus HD for a year. It will be a lot easier too. 
E
Ex Agent EV
Guest
We are talking about 2 different things here...
In that case we could not go and ask the client to pay for Express Vu mistake, cause there was no agreement with the client that he wanted them on
In Brooker's case he signed a rental agreement knowing what the cost would be, that's were the big diference is
In that case we could not go and ask the client to pay for Express Vu mistake, cause there was no agreement with the client that he wanted them on
In Brooker's case he signed a rental agreement knowing what the cost would be, that's were the big diference is
I
i hate tv
Guest
My nieghbor had the charges explained to him as well
All the same channels he is getting with Rogers, NO rental charges for the 2 digital boxes, 1 HD, and 1 standard, and free installation for $30
I told him it was BS, that the basic package was around $30, not including the HD channels, and rental of the boxes
He told me i was crazy, that he had spoken to the CSR, and been promised of this deal
I asked if he wrote down any info (prices, term commitment, agent ID#)
He said, no, no ,no
The following week, he told me that his cable was cut off, and the installer came out to install ExpressVU
He said the installer wanted him to sign a 2 year contract (that he wasnt told about)
Told him he was going to have to rent the boxes (no, they werent FREE)
And, his monthly bill would be nearly identical to the one he just cancelled at Rogers (not the $30 as promised)
So, believe it or not, quite a few people are NOT aware of Bells pricing, term commitments, etc, and when they are cold called, by some high pressure CSR/salesman, they take their word as the Gospel, and end up finding out the TRUTH, when they get their first bill, sometimes they luck out, and figure it out before they sign the 2 year contract
I'm sure you don't practice this method of selling Bell, but I can assure you, just from my own friends and families experiences, it DOES happen
All the same channels he is getting with Rogers, NO rental charges for the 2 digital boxes, 1 HD, and 1 standard, and free installation for $30
I told him it was BS, that the basic package was around $30, not including the HD channels, and rental of the boxes
He told me i was crazy, that he had spoken to the CSR, and been promised of this deal
I asked if he wrote down any info (prices, term commitment, agent ID#)
He said, no, no ,no
The following week, he told me that his cable was cut off, and the installer came out to install ExpressVU
He said the installer wanted him to sign a 2 year contract (that he wasnt told about)
Told him he was going to have to rent the boxes (no, they werent FREE)
And, his monthly bill would be nearly identical to the one he just cancelled at Rogers (not the $30 as promised)
So, believe it or not, quite a few people are NOT aware of Bells pricing, term commitments, etc, and when they are cold called, by some high pressure CSR/salesman, they take their word as the Gospel, and end up finding out the TRUTH, when they get their first bill, sometimes they luck out, and figure it out before they sign the 2 year contract
I'm sure you don't practice this method of selling Bell, but I can assure you, just from my own friends and families experiences, it DOES happen
D
dirtyjeffer
Guest
i quit bell August 3rd...i still haven't received my investments from them (i am moving them away from the company and to my own investment advisor)...i have called every month, and just this friday, i finally received a slip from Purolator to pick up a package (i checked the PIN number and it is from Bell)...i can only assume i finally have my "money"...it has "only" taken them 7 months to release my funds (and we are talking a fairly sustantial amount of money here).
D
djino
Guest
Why? I am responding to what has currently been said.
Sorry, I did not mean to imply the CSR should do something outside company policy. Only that this policy should be changed to meet good customer service and that Quality audits should reflect this. Although BeV may have the right to collect from Brooker, you should at least agree that this does not demonstrate good customer service when the mistake originated on BeV's part.
djino
"meh"
Sorry, I did not mean to imply the CSR should do something outside company policy. Only that this policy should be changed to meet good customer service and that Quality audits should reflect this. Although BeV may have the right to collect from Brooker, you should at least agree that this does not demonstrate good customer service when the mistake originated on BeV's part.
djino
"meh"
D
Diento
Guest
I should have followed that saying and stayed with Shaw... but I got a free HD PVR for my troubles...
D
Diento
Guest
I can say that is completly true... Retention will not resolve the issue, they can forward it to billing... but, it is up to the billing department if they go ahead and credit it, that's why some of my credits have not been applied. 
D
dosborne
Guest
Please stay on the topic of the thread "How to deal with BEV Billing errors".
Discussions about rogers, shaw, investments, etc belong elsewhere.
Thanks
Discussions about rogers, shaw, investments, etc belong elsewhere.
Thanks
Thanks everyone for the replies. Again I spent a few hours yesterday dealing with it but I have now completely documented my case, affirmed that the extra fee was an "equipment charge" for a PVR we actually own, and got kicked upstairs to a "help desk" for the first time ever. The fax numbers these people gave me were the same ones that I got from the ex-expressvu person here, so the advice was good. Today I sent in a 14-page fax with all of my details, receipts, service agreement, the collection agency bill, my check, etc.
The helpdesk agent agreed that my case was egregious and said he can get these things resolved quickly, so I will see if he actually knows what he's talking about before I escalate. I made my demands clear:
--to be reimbursed for the money I spent and am having to fork over to keep my credit good
--to be billed correctly
--to be compensated for the headache
--to receive a formal letter of apology from a high level exec to whom I can speak (yeah, I know, but it's worth a shot).
I will report back. I'm out $509 and that's not counting possible erroneous cancellation fees.
Best,
--JES
The helpdesk agent agreed that my case was egregious and said he can get these things resolved quickly, so I will see if he actually knows what he's talking about before I escalate. I made my demands clear:
--to be reimbursed for the money I spent and am having to fork over to keep my credit good
--to be billed correctly
--to be compensated for the headache
--to receive a formal letter of apology from a high level exec to whom I can speak (yeah, I know, but it's worth a shot).
I will report back. I'm out $509 and that's not counting possible erroneous cancellation fees.
Best,
--JES
H
haystack
Guest
Don't pay attention to the 12 months of invoices we gave to you and you paid in full. Invoices have no bearing on what you owe. I don't no why you people bother to pay them.
H
haystack
Guest
Your credits have not been applied because it takes Expressvu up to three month to processes one.
Retention is authorized to give credits , CSR ask for a credit to be authorized. You being with express for 5 months you might not get much from retention as you most likely have 19 months to go on a contract.
To take more than 6 months to get your first bills straighten out is par for this course.
Retention is authorized to give credits , CSR ask for a credit to be authorized. You being with express for 5 months you might not get much from retention as you most likely have 19 months to go on a contract.
To take more than 6 months to get your first bills straighten out is par for this course.
I actually just looked at the contract the AEV keeps mentioning. The funny thing is there is no mention anywhere about the actual rental costs. The receiver and smart card numbers are recorded there by the installing tech, my contact info, address, etc. But in the line where it is suppose to list my cost it is left blank. So I guess one could argue in that case that since I signed the contract and this info was not wrote in there at all, maybe both my 4100 and 6100 should be free rental.......hmmmmm
D
Diento
Guest
JUst revised my bill on the bell website, and behold they did put some of my credits back around $125! Wow miracles do exist... hehe; I'm at a cr now;but still missig around $100 more...
D
Diento
Guest
Funny its Expressvu that takes more 6 months to process a credit; when shaw does it from one bill to another... and, they dont screw up as much as bell.
If Shaw wasnt having so many issues with their signal atm; I would just switch again to them... and swallow the cancelation fee from Bell; most likely I'll cancel Bell next year though. Hopefully for 2009 BEV will have my bill straightened out in order for me to say goodbye.
If Shaw wasnt having so many issues with their signal atm; I would just switch again to them... and swallow the cancelation fee from Bell; most likely I'll cancel Bell next year though. Hopefully for 2009 BEV will have my bill straightened out in order for me to say goodbye.