Complaints

• Initial Complaint

  26/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In Sep/23 I cancelled my Bell internet. I returned the equipment which was received on Sep 7/23 *** ***** ***************** On Nov 6/23 I was invoiced $228.85 for non-return of equipment. I contacted Bell and was informed that the equipment was indeed returned and that I would be credited with the $228.85 on the next billing cycle. On Dec 6/23 I received another for the same amount of $228.85. I once again called Bell and once again was told that I would be credited on the next billing cycle but that I should pay the $228.85 to avoid any impact to my credit score. On Dec 8/23 I reluctantly paid the $228.85. On Feb 6/24 I an invoice for $6.87 which was a late payment charge. I immediately called Bell Aliant and once again explained my situation. The Bell Rep was able to reverse the late payment charge but she was not able to credit me the $228.85 and again was told it would be credited in the next billing cycle. After almost a year I was never credited the $228.85. I eventually gave up until the other day a Bell Rep came to my door trying to sell Bell Services. I relayed my past experience with Bell and he convinced me to contact them once again at a number that he gave me. I called and got a very helpful Bell Rep and during a 40 minute call he agreed that this was an error on Bell's part and that he was writing up a report and that I would be receiving a call from Bell regarding compensation. The File number he gave me was ************. This past week I received a call from Bell indicating they had no record or proof that I had ever been billed $228.85 and that they were closing my case. I told Bell supervisor that the last gentleman I was talking to assured me that Bell did indeed owe me the $228.85. His reply was and I quote him 'Who do you believe, him or his supervisor/'. With that statement, my response was not so pleasant and he said 'I have other customers to respond to so I am closing this call and hung up'

  

  Business response

  29/01/2025

  Bell Aliant has contacted *** ******* and have determined this is not a Bell Aliant account.  Bell Aliant considers this matter resolved and closed

  

  Business response

  04/02/2025

  On behalf of Bell Canada, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern. 
  
  I have reviewed your account and have applied a total credit of $228.82 in relation to the modem return .  The refund will be mailed to the billing address on file.
  
  Kind Regards,
  
  A*****
  Bell Canada

  Customer response

  04/02/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  18/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Sept. 26 I disconnected my services. I paid off my bill.Bell sent me a bill stating I still owe them $7.65. I paid this. The they sent me a notice that I owe them 3.35 I didn't see how , but I paid it anyway. They continue to send me notifications that I owe them. I have called numerous times, and each time they tell me its cleared up, not to worry about it. But now they are threatening me to send me to collections.

  

  Business response

  22/01/2025

  Dear D**** *******,

  Thank you for reaching out to us.

  I see that your account is at a $0 balance. There is no amount owing.

  Yours truly,

  A******

  Customer response

  23/01/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  29/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’ve already filed a BBB complaint against bell and it was “resolved” bell said they would cease contacting me and stop asking me for money that I did not owe them. I accepted their response and closed my complaint against them, not even 1 month later they are now sending me emails asking for $4.36, which is far far less than before but I am absolutely disgusted by this business.

  

  Business response

  04/12/2024

  Good afternoon J***** *******
  
  The system had applied a late payment fee of $4.36, the fee has been credited and the account now has a zero balance.
  
  Regards.
  
  Charles 
  Bell Executive Office.

• Initial Complaint

  28/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For more than 4 months or greater I have been receiving intermittent as well as poor customer services. I’ll begin to explain. Approximately 4 months ago my home equipment failed. No internet no tv. Made a request for bell Aliant to send technician to come. I was declined. They choose to mail me a new router and tv box. It came with instructions to install. After struggling to seal out equipment and to no avail still the same results. Once again I have to call bell Aliant. Now that I’ve tried everything as per phone support and spend numerous hours of my valuable time on the phone trying to resolve this issue Bell Aliant finally will send someone. So after more time with no tv and internet they send someone that only completes half the job and runs out my front door because he can not figure out how to make all my tv’s work 3 of them. I have a very big house with several tvs’ I requested to have my old password to be used in new router. He couldn’t do that. Since then only 1 tv works and I can’t use my Sonos speakers. I’m frustrated to say the least at this point. Time has passed with only tv being able to be used. I gave up and stopped calling as a side the one time I tried to get through they people of bell Aliant kept hanging up on me this happened 5 times consecutively that’s when I finally got the right person. Possibly Rae. Fantastic individual I must say. This is when they finally sent out the first technician. So let’s move forward from this. And to where I’m at today. I’ve withheld payments for my services. The total balance on my account is $1380.05. I’ve protestedly if you will did so because of very poor service poor internet and no tv. When collections started calling me , I explained why I haven’t paid my bill. They transferred me to the technical support department. Sent out 2nd Tec unable to fix my issues and same day bell disconnected my services after tec was done his job. I’m not given enough characters to rightfully describe my feelings m Thx

  

  Business response

  04/12/2024

  Good day J*** ******
  I am reaching out in response to your recent BBB inquiry case * ******** in which you have expressed a service/billing concern.
  I would like to formally apologize on behalf of Bell Aliant for the inconvenience you have experienced in resolving this matter.
  Bell Aliant confirms that this matter was reviewed with you on December 3, 2024 and that this case is resolved with details of this resolution relayed to you through correspondence.
  Regards,
  Bell Aliant
  Atlantic Customer Relations Centre

• Initial Complaint

  21/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nov 18, 2024 I had Bell setup internet, phone and TV as a bundled service. I have since found that my devices for my television do not allow closed captioning for hearing disabled. I have contacted the customer support who agreed that this is not available. This is outrageous.!! They can not tell me when this will be added to the software….consequently I able only uY10catch every third word while watching any programs!

  

  Business response

  27/11/2024

  Good day M***** *******
  I am reaching out in response to your recent BBB inquiry case ********* in which you have expressed a concern with Closed Captioning.
  I would like to formally apologize on behalf of Bell Aliant for the inconvenience you have experienced in resolving this matter.
  Bell Aliant confirms that this matter was reviewed with you on November 27th, 2024 and that this case is resolved with details of this resolution relayed to you through correspondence.
  We trust the details relayed to you have assisted in addressing the concerns stated in BBB case ********* as Bell Aliant considers this matter resolved.
  Regards,
  Bell Aliant
  Atlantic Customer Relations Centre

  Customer response

  28/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been in the process of canceling my account ******* with Bell Aliant for months now. Multiple times I have been advised the account was closed, dealt with, paid in full or settled. The have advised me that they have no way of confirming my account is closed, but 3 or 4 agents now have said it was then was wrong. The "final bill" which I was advised was fine to be paid with card on the account ended up not being paid but instead of being contacted I was advised the account was closed so no emails could be sent. I received one letter in the mail (which I always had bills by email) saying they would be sending my account to collections. I was able to pay it and deal with the account based on the letter without damaging my credit by sheer luck. Then I got an email stating I still owed money today. I called and was advised it was a credit. I asked why they can send and email for that and not for an amount owing but the agent had no answer. I asked how to file a complaint with the company to review processes so this doesn't happen to anyone else (both to correct the miscommunication provided by agent and the risk to my score) and was told there was nothing I can do. So I can't even confirm my account is canceled nor complaint tracked.

  

  Business response

  26/11/2024

  Good day C*** ******
  I am reaching out in response to your recent BBB inquiry case ********* in which you have expressed a communication process concern.
  I would like to thank you for your feedback and formally apologize on behalf of Bell Aliant for the inconvenience you have experienced in resolving this matter.
  Although I was not able to reach you, I acknowledge the concerns stated in BBB case **********  Bell Aliant considers this matter resolved.
  Regards,
  Bell Aliant
  Atlantic Customer Relations Centre

  

  Business response

  04/12/2024

  Good day C*** ******
  In response to your objection to BBB inquiry case **********
  Bell Aliant has made many attempts to reach you by phone and email.
  We have taken steps to address the concerns stated in BBB case **********  Bell Aliant considers this matter resolved.
  Regards,
  Bell Aliant
  Atlantic Customer Relations Centre

  Customer response

  05/12/2024

   I am rejecting this response because:

  I have called the number 4x and left voicemails to speak to the person who originally reached out with no response (see attached).

  You have multiple attachments with our phone calls which include ALL validation options (so saying I am not validated is ridiculous). The complaint itself also has all validation forms.

  You have my work schedule 9-5:30 M-F when I can't always pick up.

  You have my phone to call, text or email. You have this BBB medium which you can submit information on.

  You have wasted my time now for absolutely hours ($22/hr is not a lot but it's enough). Your agents have been documented in those calls messing up. You have not offered an apology never mind any kind of financial compensation which was originally not even requested.

  I wanted to have my account confirmed closed as you have not provided any information regarding that even though agents previously had said it was dealt with.

  I feel like you are trying to sabotage this process - please treat me like you would want to be treated.

   

  
  

• Initial Complaint

  31/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m having problems -tv bundles. I originally pay credit card. I called in early June with new number to replace my old card/scam charge. I was on holiday June to Aug 30 2024. On returned I got call from bell Aliant saying I owed $875. Dollars. I hung up it’s a scam as was scams going around. So I called bell Aliant and yes i owe. I told them I called them with new card info. they replied you didn’t. I am appalled/It’s unreal how many days/hrs I spent on phone with so many people/different answers it’s unreal/No they didn’t tell you that. I paid the bill of $875 or cut off & I would be paying $140 mth/1 free pvr/$16 for 2 receivers. I paid and was supposed to get a call from loyalty dept. withupdate for monthly bill. I never got a return call at all. I left so many messages. After being told by everyone I spoke to I can’t transfer you to loyalty. So how am I supposed to get this issue solved. I was supposed to get credits for my 3 months I paid. Had to pay in Full first and get the credits on my next bill. Never reimbursed. Then still waiting on call now 2 more months payments there. So I had to pay $220 to get loyalty price which I was told that first time orcut off. So I paid $220 / transfer to loyalty/I got new package for$157.75 plus taxes/ With ABDO. I was told I was getting $249 deduction I did see anything. I getting calls here couple times a day. Leave mess for return call from billing & loyalty/ nothing. Now this week so many call Saying I need to pay $98 more to update again. I’m not getting any answers here or any call back as promised. I get cut off everytime I called when they transfer call. I was told by department head. I would be paying $140 with 1 free Pvr and $8 each for 2 receivers. When I paid the $875. Call me when paid. 2 more mths & no change or calls/& rude. It’s frustrating how this Co. is taking people in. With frustration I said I’m so **** fed up Bell. And she kept saying over&over same2Usame2U Swore onme hung up

  

  Business response

  01/11/2024

  Good day C******* *******

  I am reaching out in response to your recent BBB inquiry case ********* in which you have expressed a billing concern.

  I would like to formally apologize on behalf of Bell Aliant for the inconveniences you have experienced in resolving this matter. 

  Bell Aliant confirms that this matter was reviewed with you on November 1st, 2024 and that this case is resolved with details of this resolution relayed to you during our conversation.

   

  Regards, 

  Bell Aliant

  Atlantic Customer Relations Centre

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been contacting Bell Aliant since August 30 2024 regarding missing channels on my Bell Fibe TV account. There have been multiple calls since then to try to get this issue resolved, but I am still missing the original 16 channels, and actually are also missing an additional 8 channels. I have been waiting over a month to get this fixed, with repeated calls to them, and reassurances that someone from the escalation team will contact me. No one has ever called me back, and I have repeatedly been refused to be allowed to talk to a supervisor. I have also been trying to get some form of compensation/bill credit for these missing services, but they refuse to do so until the issue is completely resolved. So I am currently paying for more services than I have access to, with no time frame on when this will be fixed or when I can receive a credit for it. This is unacceptable service, or lack thereof.

  

  Business response

  15/10/2024

  Good day,

  I am reaching out in response to your recent BBB inquiry (case #22379806) in which you have expressed a concern of channels missing from programming.

  I would like to formally apologize on behalf of Bell Aliant for the inconvenience you have experienced in resolving this matter. 

  Bell Aliant confirms that this matter was reviewed with you on October 3, 2024 and that this case is resolved with details of this resolution relayed to you through correspondence.

  Regards,
  Bell Aliant
  Atlantic Customer Relations Centre

  Customer response

  16/10/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22379806. While the response says they were speaking with me and the issue was resolved on Oct 3, it was actually on Oct 10, after receiving correspondence from the BBB. They did nothing to help until this, but the representative who I spoke with on that day was very friendly and knowledgeable (Andrea - 6084902), and did seem to fix the issue. I now consider this case closed.

• Initial Complaint

  30/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I set up an online account with Bell and was scheduled for a technician to come in on Friday. Bell called to confirm some information, and I confirmed numerous times that the technician would come on Friday. I booked time off work to be sure I could let the technician in. We waited all day on Friday, and no technician arrived to install the internet. I called Bell to see what happened, and they gave me the runaround. First, they said I didn't have an account; then they told me I was lying and that I was mistaken and the technician was not coming until Monday. I said they record phone calls and should listen back to my previous call with them, where I received confirmation of the technician appointment. I then cancelled my account with them. I spent over two hours on the phone, never received an apology, and was told not to go to their competitors because 'they are just as bad.' I would not recommend Bell Aliant to anyone. Stay as far away as you can. I called ******, and they told me to come in and grab my internet router that day.

  

  Business response

  11/09/2024

  Thank you for taking our call last week and allowing us to address your concerns. Bell Aliant apologises for the experience you had trying to get service installed.  We have listened to the call and the appropriate coaching has been provided to the agent.

• Initial Complaint

  09/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am ***** ********. My mother, ***** ********, is the account holder and a 50-year customer of Bell. Her home phone and internet have not worked for six weeks. She continues paying the bill, and Bell happily accepts her payments with no services. I have contacted the **** and customer service five times over the past weeks, and Bell Aliant responded in the following way, 1. I will not permit myself to speak with a supervisor as this is per the customer service reps in the Philippines, who advised that it is against company policy and they can not get a supervisor. 2. Bell Aliant will not cooperate with the ****, which is trying to resolve the issues. 3. Bell Aliant will not permit me to cancel my service and let me take my business to ******** as advised by the customer service reps in the Philippines. Are not permitted to cancel a service

  

  Business response

  14/08/2024

  Bell Aliant has attempted to contact the account holder in relation to a complaint received to the CCTS. We will continue to attempt to reach an authorized user and/or the account holder via the CCTS complaint.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩