Review Time
Garbage!!! FIRST! THEY WILL NOT LET ME CANCEL MY ACCOUNT!!!
SECOND, THEY STOLE MY UNAUTHORIZED
PAYMENT FROM MY BANK FOR $46.00
THIRD - REAL SNEEKY, THERE IS NO ONE TO ASK Q & A TOO, RESOLVE WHAT HAPPENED 🔥🔥
TRY BE RESPONSIBLE, INSTEAD OF THIS CRIMINAL BEHAVIOR!!
PRETTY SAD WHEN I HAVE TO CALL MY BANK TO INVESTIGATE YOUR COMPANY POLICY 🔥
I AM GOING TO LET THE WORLD KNOW!!!
I WISH I COULD GIVE THIS COMPANY NEGATIVE 5 STARS WAS ON THE PHONE WITH THEM FOR 10 HOURS ALL DAY BACK AND FOURTH ABSOLUTE USELESS COMPANY WITH USELESS CUSTOMER SERVICE PLEASE SAVE YOUR TIME READ THIS AND SWITCH PHONE PROVIDERS IMMEDIATELY.
I recently brought my 88-year-old mother to the Bell store at Carlingwood to renew her mobile contract. I was visiting from London, England and only in Ottawa for a few days, so we handled everything during that visit.
We were told that she could receive a new Ahlo phone for approximately $1 per month and that, after credits, her monthly bill would be about $31. Since she did not need to upgrade her phone, we agreed based on that understanding of the price.
After I returned to London, my sister—who manages my mother’s payments—sent me a copy of the contract renewal. The contract clearly stated in capital letters that the TOTAL MONTHLY CHARGE would be $51.30 per month. There was no clear statement anywhere indicating that the final monthly amount payable would be around $31.
Assuming there had been a mistake, I called the Carlingwood store. The staff member who answered said he had been present when we came in. When I tried to go through the contract and clarify where the credits were applied, he repeatedly interrupted me, simply saying, “You have credits.” While I could see YOUR PROMOTIONS listed, the contract still showed $51.30 as the total monthly charge, and nowhere did it clearly state that the final amount due would be $31.30. I live in London and have never dealt with Bell before. In the UK, bills are typically very clear about the exact amount you owe each month, so this contract was confusing and not transparent.
Instead of explaining how the credits were applied or clarifying the breakdown, the staff member, Moody (he might have lied about his name), kept repeating "You have credits". When I asked for clarification, he became impatient and said, “I’ve told you five times already that there are credits.” He then threatened to hang up when I told him he was being impatient and rude.
I eventually spoke with the manager, who reviewed the contract details. However, at no point did she acknowledge or apologise for Moody’s behaviour. She was completely unsympathetic, even after I explained that my brother recently passed away and I have had to manage his phone line, which is connected to my mother’s account. Rather than showing any compassion, she simply said, “Let’s just get what you need to get done and we can move on.”
The lack of empathy and basic courtesy was deeply disappointing. As a 56-year-old trying to sort out phone services for my elderly mother during an already difficult time for our family, I expected clear explanations and respectful treatment. Instead, the experience was dismissive and unnecessarily confrontational.
Absolutely horrible service, told us to go elsewhere if it didn't work. We were promise a much better wifi than our previous provider but it doesn't work at all half the time, everything about it is aweful.
I've been using this service for nearly two years, and it's been incredibly frustrating. I can't watch a single TV program without interruptions, and the internet speed they advertise is far from accurate. During speed tests, it barely reaches 150 MB. The customer support is lacking; I have to call them every month about billing issues, as they consistently attempt to overcharge me. I've also requested that they properly bury the fiber optic cable running across my lawn, but nothing has been done. Overall, the service has been poor, and I wouldn't recommend it. Even if they offer a better deal, it's not worth the hassle. I'd prefer to pay a bit more for reliable internet and TV service.
After ten years of experiencing signal loss and service difficulties, a senior representative from the support team, following an escalation with the regulatory authority, accused me of fabricating issues for financial gain. It's hard to believe I have to rate this service with just one star; this situation has truly been a nightmare.
Recently, my account was mishandled, and my profile was completely deleted without any explanation. I have no idea why this occurred, and no one from the service team was able—or willing—to clarify it. Consequently, I lost my internet service and went without Wi-Fi for over five days. Instead of resolving the issue, they repeatedly directed us to contact customer service and technical support. These departments clearly do not communicate with each other effectively. Each time we called, we had to start from scratch because there was no proper reference number or case history provided. I had to explain everything multiple times, take my own notes, and relay information between agents as if rectifying their mistake was somehow my responsibility. Over five days, every agent made different errors and still failed to fix the problem. When they finally sent a technician, it was a total disaster: wrong address, wrong assignment, and the technician himself asked us what he was supposed to do. This highlights how flawed their system is. They also incorrectly created multiple “dry loop” numbers—first for a business account despite my service being residential, and the second time for the wrong address. After waiting four days, we were informed they needed to create yet another dry loop number and wait an additional three days. This level of incompetence is astonishing. As a result, I couldn't complete my job applications, and my daughter was unable to submit her university application. We desperately sought assistance, but the company showed no accountability or urgency. Ultimately, we had no option but to cancel the service. Ironically, only after cancellation did they offer a cellphone plan, which felt entirely disconnected from the issues they caused. Instead of addressing a significant problem, they complicated everything to the point where giving up seemed like the only solution. This is unequivocally the worst customer service and technical support experience I have ever encountered. The agents were careless, uncoordinated, and incompetent, showing no sense of responsibility or ownership. The company has a grave accountability issue, and customers are the ones who suffer.
They billed us $416 for an error on their part, and after a month and a half of contacting the support team for a refund, all we receive are empty promises and dishonesty! This is the worst service we have ever encountered, not just in Canada! We demand our money back! Is legal action the only way to resolve this? Avoid this service at all costs; they are unreliable!
This experience deserves no stars. The recent interaction with the service was terrible, and the customer support was inadequate. It feels like the executives of this struggling company are more focused on profit than on service. The company continues to offshore operations while the leadership seems oblivious to customer feedback, all while receiving pay raises. I strongly recommend avoiding this service due to the worst customer support I've ever encountered. The support team failed to accept the verification code, which may be a serious issue.
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Bell is Canada's largest telephone and telecommunications company. We provide consumer and business customers with phone and other communication services.
