Just a few days ago I finally cancelled my cellphone with Bell Canada. I have to pay over $600 to cancel it because I’ve only had it for a year and a half.
The final straw that led me to cancel with them is the fact that I just can’t trust their customer service representatives at the call centre.
Back in August, I called to change my plan. The representative I had told me I needed to add on a $20 bundle so I wouldn’t get charged for breaching the data contract. She sounded sincere so I told her that was fine as long as I legitimately needed it. She assured me I absolutely did, and made it seem like she was doing me some big favour.
Fast forward to a few nights ago when I once again decided to change my plan. This time I used their online chat option, and I talked to a really nice girl on there. I wasn’t able to get a cheaper plan (my current one with that added bundle from August was $90.40 a month!) but she happened to mention that I didn’t need that bundle. In fact, the bundle that had been added had no data properties whatsoever!
The next day I called Bell’s client care hotline, and told the man I got that I wished to make a complaint against the first CSR that I spoke to back in August. We had to wait a while for his supervisor, so in the meantime he asked what the issue was. I explained to him that I had been paying $20 extra for 10 months on my bill because an employee had lied to me, and told me I had no choice but to add the bundle. He proceeded to make up a bunch of excuses for why the employee was right, and how the girl I had talked to online was wrong. He then asked if I still wanted to speak to his supervisor, I told him I absolutely did.
After being put on hold for 20 minutes, a supervisor named Roxanne came on the phone. She also didn’t seem to believe me at first, but after persisting she went through my account details and admitted there was no data involved in that bundle. She then said she could only compensate me for 3 months worth of the bundle. I asked her how it worked out that I was only being reimbursed $60 when I had been cheated into spending $200. She told me it was too bad, and that she wouldn’t do anymore. I told her to immediately transfer me to the department that processed cancellations.
The real issue with me isn’t the money I spent. The issue is that I spoke to 3 different customer service representatives AND a supervisor, and they all had different answers for me. The only one who provided decent, TRUTHFUL information was the one I talked to online. How do they expect me to stick with a company that doesn’t have employees available to answer questions? These employees are lying and tricking customers into spending money they don’t need to spend. Its ridiculous.
I refuse to pay $90 a month (for 19 more months too!) to a company that lies to its customers, and isn’t even sympathetic about it afterwards. I’d much rather pay close to $700 to get out of my contract then to continue supporting the idiots at Bell.
I sincerely hope anyone considering going with Bell Mobility reads this and chooses not to.