The Consumer Complaints Blog

I read about your successes with brutal customer service in the Globe and Mail today. I’ve had trouble getting this resolved and can’t seem to stop Bell from taking money from my account, even though I’m no longer a customer, haven’t been since June, 2009.

Here is a copy of my original report to the Better Business Bureau in October, 2009.

I moved from one house to another on June 21. Prior to this date, I contacted Bell to terminate my phone service effective June 21 and arranged to forward my calls to another number for 3 months at a specific cost.

Despite my repeated calls to Bell (I dealt with at least 6 or 7 customer service representatives in an effort to get this rectified), calls to my old number were never forwarded to my new number and I don’t believe I was charged for this.

At the time I canceled my phone service, I did not cancel my internet, figuring since my internet CAME THROUGH my phone line AND the fact I’d moved from that address, it would seem obvious that the internet was no longer needed.

Incredulously, I learned I needed to make a separate call to cancel my internet service, as I have been billed for internet service to this day. I did, again, make several calls over the past several weeks/months to cancel my internet, to no avail.

In one of my last conversations (Aug. 13) with a Bell rep, I was assured it would be cancelled on Sept. 13, in accordance with their 30-day notification policy.

Recently, however, I received an e-bill and one through the mail, charging me for internet services to up to and including Sept. 19 ?!?

In response, I fired off an email, stating my service was to be cancelled Sept. 13, and that the bill I received should reflect this.

In an email response I was told my account is STILL ACTIVE and they couldn’t find any record of my cancellation request (!?!) and that I need to call a number to get my internet cancelled. So now, it’ll be ANOTHER 30 days from when I call them to cancel my service.

Now, if this isn’t farcical enough, and given the fact I had called Bell repeatedly to forward my calls from my old number, and told them to cancel my internet services ad nauseum, how in the world will ANOTHER call ensure my internet service is cancelled ?

I’m turning to the BBB to rectify this, as I’m unaware of any forms of recourse for my situation. I would like you to intervene on my behalf and get my internet service cancelled and the billing to stop EFFECTIVE the date you are in contact with them, thank you. Calling Bell myself has proven fruitless (see above), although I will call or email them once I’ve finished sending this email to you and get the wheels in motion (I hope) to finally terminate my internet service.

If you cannot help me, I am prepared to take legal action against Bell. This is no idle threat.


Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.