ComplaintsforBell Aliant

• Initial Complaint

  21/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Bell Canada regarding their internet services. As a consumer residing in Nova Scotia, I have been a loyal customer of Bell Canada for high-speed Fiber Internet services. However, I have encountered a concerning issue regarding unauthorized price increases without prior notice or explanation. Upon signing the service agreement, I was explicitly informed by Bell Canada's sales representative that I would be charged a discounted rate of $80 per month for a duration of 24 months, after which the discount would expire, and the price would revert to $110 per month. However, to my dismay, I recently received a bill indicating that the monthly charge had been increased to $84 (92–>96.6 after tax), representing a significant 5% hike from the agreed-upon price. In the times of high inflation, my family and I are struggling to save up money or make ends meet. The last thing we need is an uninvited, unannounced, never agreed-upon, and poorly regulated price hike for our essential utilities. What is particularly troubling is that Bell Canada implemented this price increase without any notification, consultation, or legitimate justification provided to me as a consumer. This unilateral action not only violates the terms of our agreement but also raises concerns about the company's commitment to transparency and fair treatment of its customers. Furthermore, I am uncertain whether this price hike is an isolated incident or if it will become a recurring issue in the future. The lack of clarity and accountability from Bell Canada regarding their pricing practices is deeply concerning and warrants immediate attention. As a consumer seeking resolution to this matter, I kindly request the Better Business Bureau to investigate this complaint and intervene on my behalf. I believe that Bell Canada's actions constitute a breach of consumer trust and may be in violation of relevant consumer protection regulations.

  

  Business response

  22/02/2024

  Thank you for contacting Bell Aliant in regards to our recent price increase. As discussed with a representative on February 16, 2024, you were advised on your October 6, 2023 bill statement of the upcoming price increase in January 2024.

  The notification read as follows: 

  Change to your Bell Aliant service rate.

  At Bell, we are continuously investing to deliver best-in-class networks and innovative services to keep Canadians connected. In order to support these investments, the monthly rate of your Internet
  service will increase by $4 as of your first billing period after January 1, 2024.* If you have any questions, would like to add, cancel or modify your services or to receive at no cost an updated agreement reflecting this change, please call us at 1 866 425-4268.

  *Your monthly charges begin on the same day each month. Check this bill for current pricing and to see the first day of
  your billing period.

  Pricing is not guaranteed and may change during subscription which is noted on your service agreement.

  Regards, 

  ******* 

  Bell Aliant 

  Customer response

  22/02/2024

   I am rejecting this response because:

  
  Thank you for forwarding Bell Aliant's response regarding my recent complaint. While I appreciate their efforts to address the issue, I would like to provide further clarification and express my continued concerns regarding the unauthorized price increase.
  Firstly, it is important to note that Bell's sales representative failed to adequately communicate the possibility of price hikes during our initial agreement. The implication was that we would be charged $80 for the first 24 months and then $110 thereafter. Boilerplate statements in billing notifications do not excuse Bell's lack of transparency and integrity in its sales and billing practices.
  Secondly, while investments in infrastructure are commendable, there has been no noticeable improvement in the quality of Bell's services. In fact, we have experienced increased lag and lower speeds, particularly with our secondary Wi-Fi connection. This raises doubts about the justification for the price increase and the lack of consultation with regulatory bodies and consumer advocacy groups.
  Given the discrepancies between what was promised and the poorly implemented sales training and price hike practices, I urge Bell to consider reverting the current price hike on our account as an exception. Additionally, I recommend improving communication and oversight on future billing changes. Clear guidelines regarding the frequency and magnitude of price increases, as well as consumer rights, are essential for maintaining trust and fairness.
  I am confident that as a responsible innovation leader, Bell has the integrity and resources to resolve this issue amicably. However, failure to address these concerns may lead consumers to resort to more drastic measures, such as class action lawsuits, media outreach, and engagement with local MPs and legislators. The combined results of such actions could have significant repercussions for Bell's market dominance and profitability in the long term.
  I hope Bell Aliant will consider these suggestions seriously and work towards a mutually beneficial resolution.
  

  

  Business response

  23/02/2024

  Bell Aliant has addressed and spoken with Mr. *** in response to his inquiry of the most recent price increase. We have provided additional information and notified Mr. *** of where is is stated on his billing and sales promise that pricing is subject to change during subscription.  Bell Aliant considers this matter resolved and closed. 

  Customer response

  23/02/2024

   I am rejecting this response because:
  
  While Bell Aliant's response may appear to address the issue, there are several problematic aspects:
  Lack of Acknowledgment: Bell Aliant's response fails to directly address the specific concerns raised by the customer regarding the unauthorized price increase and the discrepancy between the agreed-upon rate and the actual billing amount. Instead, they merely reiterate their notification of the price increase without acknowledging the customer's dissatisfaction or addressing the discrepancy.
  Lack of Resolution: The response does not offer any resolution or attempt to rectify the situation, denying either a billing adjustment or goodwill credits, and only vaguely promised to "pass on the concerns and demand for improved sales training and billing transparency". It simply states the notification of the price increase and offers generic information about contacting customer service for further inquiries. This does not address the customer's request to revert to the previously agreed-upon rate or improve transparency and fairness in pricing practices.
  Failure to Provide Clear Explanation: While Bell Aliant mentions the notification of the price increase on the customer's bill statement, they do not explain why the price increase was implemented or provide any justification for the change. This lack of transparency may further frustrate Bell's millions of customer and raise questions about the fairness of the price adjustment.
  Ignoring the Customer's Request: The response does not acknowledge the customer's request to revert back to the agreed-upon rate or address their concerns about transparency and fairness in pricing practices. Instead, it merely provides information about the price increase notification and suggests contacting customer service for further assistance, which may be perceived as dismissive of the customer's concerns.
  Overall, Bell Aliant's response lacks empathy, accountability, and a genuine effort to address the customer's concerns and provide a satisfactory resolution. It would be advisable for Bell Aliant to reassess their response and take proactive steps to address the customer's issues in a more transparent and customer-centric manner.
  
  

• Initial Complaint

  14/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife and I purchased an apartment building and had the cable transferred over into our name. You would think Bell would ask if you want on demand blocked considering it’s a rental property because that wasn’t even a thought when we took over the previous owners account. One of our tenants racked up $1400 worth of charges and Bell wouldn’t remove the charges (they gave us $300 off, which was not good enough)! The reason these charges got so high was because the person at Bell who set up our account entered our email wrong and we didn’t receive any bills for 3 months. Had they put it in correctly we would have been able to stop these charges sooner and not have had such a high bill. And they still wouldn’t do any more for us even though they put the email in wrong. The services were cut even after someone at bell told me if I paid $872 they wouldn’t cut it, while we wait for a dispute team member to call me back and nobody called me, our services got cut, resulting in a start up fee of $43 and I had to pay the remainder of the bill. Not wanting to affect my credit and to keep our tenants happy, I paid for it to get services back. However I am very very unpleased with the service and lack of compassion for our situation when we have been long time faithful customers. $1400 is a huge amount of money to have to come up with and I am in disbelief that they couldn’t do anything for us. Even a credit on our account for the amount of charges would have been appreciated. They should be required to mention on demand charges to new customers especially when it’s being set up for a rental property!!

  

  Business response

  15/02/2024

  Good afternoon ******** ******-

  I am reaching out in response to a recent BBB filing in which you have cited a billing dispute; more specifically you are requesting a refund for charges incurred as a result of on demand/pay per view movies. You have also cited that you did not receive your monthly statement for a period of time, due to incorrect email address.
  
  I would first like to apologize for the inconvenience you have experienced in resolving this billing matter.
  
  Upon review, I have noted that our Case Management team has previously investigated this dispute and has declined further refund based on details provided to you via email.
  
  Bell Aliant confirms onus is upon you, the customer to ensure you are receiving your monthly statement
  Bell Aliant has updated your email address for electronic notification of monthly statement
  Bell Aliant has updated preferences related to on demand purchases effective Jan 4, 2024
  
  At this juncture and in adherence to Bell Aliant’s terms of service- no further credits will be offered or applied as related to the on demand portion of your dispute.

  Further to our correspondence via email, Bell Aliant is pleased to have arrived at a mutually agreed upon resolution pertaining to this dispute.

  Regards,

  Bell Aliant

  Atlantic Customer Relations Centre

   

  Customer response

  15/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21291005, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer with Bell for a few months. I recently (Nov 23) moved to a new location. The installation of the service was not up to standard (service dropping constantly, etc with promised speeds of 1.5GB and getting 500kbps as per the screenshot). I have called multiple times, and initially had to insist a technician come out, which as denied. In lieu I was offered a replacement modem. This occurred three times, the last of which was over 3 weeks ago. I was promised a modem in 3 days and have yet to see it. They threatened to cut my service which I said I do not want to pay until I can get the service (which is also how I work). They threatened to cut me off and I paid the minimum as requested and arranged for, yet when I talked to them on the phone they said initially that it will be noted. Then later on the same day they said there is no note of it. Overall, the just thing would be to adjust the bill for services not provided, and in the worst case they do cut off the already spotty services it would cause me a loss in work time. This has just been unacceptable service, I will probably be changing providers but this has been atrocious service.

  

  Business response

  28/02/2024

  Bell Aliant has made multiple attempts to reach Ms. ***** in regards to the complaint filed with the Better Business Bureau.  To date we have been unsuccessful and have received no response from the customer.  Bell Aliant considers this matter closed. 

  Customer response

  01/03/2024

   I am rejecting this response because:
  
  They did reach me, they came to the house. Said it was fixed but as of today I am experiencing the same issues.
  
  There was also no billing adjustment.

  

  Business response

  04/03/2024

  Thank you for your email.  Unfortunately calls and emails have been sent and not responded to.  If you are still experiencing issues it is imperative to contact us at 1-888-214-7896.  I have provided my direct toll free number in messages left and have had no response. 

  Customer response

  06/03/2024

   I am rejecting this response because:
  
  The last email I got was on February 19th and the technician did come by. The speed has improved but it still cuts out, albeit less frequently, a booster might be needed. No adjustment on the bill as of yet.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The Bell Alliant web site states that Wireless Home Internet 25 and 50 plans are available at my address. I had signed up for the Wireless Home Internet 50 plan, which has download speeds of 50 Mbps. This plan costs $110 per month after the first year. I had scheduled an install. I got a call after the fact, informing me that neither of these packages were available and I would have to go with "copper." This plan would be 7Mbps and would cost $114 per month after the first year. Let me say that again, 7Mbps. My cell phone has download speeds of 40Mbps and costs $40 per month. The only reason that they can charge this outrageous price is because of a lack of competition in the market - there are literally no other providers. In Toronto, where I used to live, I would get 2Gbps download (and upload) speeds for $50 a month, no contract, no installation fees, nothing. But here, since there is no competition, customers are forced into ridiculously expensive arrangements just to get what is deemed a basic human right.

  

  Business response

  07/02/2024

  Thank you for taking the time to provide feedback. 

  Customer response

  07/02/2024

   I am rejecting this response because:
  
  It doesn’t change anything. 

  

  Business response

  07/02/2024

  At the clients request they have requested no further contact with Bell Aliant. We appreciate the time taken to provide feedback.  

  Customer response

  08/02/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21254321. They aren’t going to do anything since there is no competition. Hopefully someday the government will step in and do something about it. 

• Initial Complaint

  25/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Account Number 57340507 Wife of account holder. Bell Aliant refuses to provide customer service. I have had no internet for over a week now and continue to have false information. Jan 16th- called bell and they determined I required a new internet modem. Told it will arrive latest, Jan 18th. Jan 18th- modem did not arrive. Called again. No tracking number found. Reordered. Jan19th- modem arrived. Called to activate. Would not work. Sending technician for Jan 22nd. Jan 22nd- technician could not repair. Required special cable technician. Told my mother in law who was at my house all day for them, they would arrive before 5pm. No one arrived. Called again. Told the appointment is escalated and scheduled for Jan 24th. I requested to speak to the manager. Manager called back. She said she would follow the account and call me on Jan 24th, to let me know when they’re arriving. Jan24th- It’s 2pm and no call. I called bell and was told the ticket is open which could mean they’re still working on the problem. I get home at 5pm and have no internet. I called again and was told they did not come at all today. Now it is rescheduled for Jan 26th. I demanded to speak to the manager and she could do nothing for me. She claimed she has no access to dispatch. I have been given false information consistently. Their customer service is not present. They just apologize and keep promising phone calls and that I’m escalated but I have seen no results. I have to keep calling and chasing them. They claim when I finally get internet, I can be refunded for days without. That is not good enough. I work from home in the evening. My cell phone data has exceeded its limit and has been blocked. My voice is not being heard and at this point, I feel as though I’m being *******.

  

  Business response

  25/01/2024

  Bell Aliant can confirm the customer was contacted today by a representative from our Case Management team.  A commitment has been given to follow up with the customer today to ensure the cable work is completed and services restored.  Bell Aliant also confirms a loyalty offer was provided to the customer.  Bell Aliant considers this matter closed and with the Case Management agent to follow through with the customer and confirm all services restored. 

  Customer response

  29/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21196766, and find that this resolution is satisfactory to me.

• Initial Complaint

  18/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I emailed Bell escalations the following on Dec 17/23: ************************************************** I contacted tech support last night with an internet issue. The support person told Me that I need a new modem. She first suggested she have it mailed which is the most absurd thing I have ever heard. Our internet runs everything right down to our tv. I work from home. The next suggestion was to send a tech Monday. She then told me no tech work on the weekend and that is a lie. I know for a fact when there our outrages people do work and because it's one home with one modem, Bell does not care. We pay an obscene amount of money for this service. I am taking my daughter for day surgery tomorrow am and now had to area be for someone to be here. I was to work today to get things done I couldn't while off work her and now I can't because Bell is seemingly being too cheap to send someone out. We need the internet. You are affecting MY livelihood which ultimately affects my ability to pay this bill. Doesn't make much sense does it? I even asked her to speak to a manager and she advised there wasn't one. Come on. There needs to be someone sent out today. We are getting a massive rain storm tomorrow and that will be the next excuse as to why someone can't come. *********************************************** END of email I did NOT receive a response from them. Not only that but when I called bell again, the next day, they said they would have someone come that afternoon and dispatch called me back and said that was untrue and impossible. A tech came the next business day and the modem was fine - there was an issue with THEIR cord. I did not receive a credit for the days of no service, and I was out money from work.

  

  Business response

  31/01/2024

  Bell Aliant has attempted and left messages for Ms. ****** and have not received a return phone call.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bell Aliant seems to be using misleading advertising for their internet services. I have been using Bell 1.5 fibre internet for ~ 2 years and am paying $140 per month plus a $40 discount associated with my apartment complex. On Bell's website they advertise the current price for this package as $110 (or $90 for the first year for new customers). I inquired about this price discrepancy and was told by employees that there is a hidden indefinite credit on their plans, but you cannot find this information anywhere on their website. Both employees then told me that they are not supposed to be discussing their companies misleading advertising practices. I do not think companies can market a price that clients do not receive.

  

  Business response

  22/01/2024

  Bell Aliant has tried to reach the customer on several occasions and has not been successful.  Messages have been left and no response from customer. Bell Aliant has closed the referral.

  Customer response

  22/01/2024

   I am rejecting this response because: the business acknowledged that their advertisements are dishonest, but are yet to propose a means of fixing this. The employees I have talked with have all been friendly and understanding, but this issue is clearly out of their control. I was told that my complaint will be passed onto marketing. However, I have little faith that marketing will decide to abandon their dishonest practices. I would be content with the business honoring the "current price" listed on their website or having the business display the actual price + the currently non-disclosed discounts. 
  
  
  

  

  Business response

  23/01/2024

  Thank you for your email.  While I understand your concern regarding how pricing is presented on our webpage, please know our marketing department has been engaged and your feedback shared. You are currently receiving a no term credit on your account. The pricing shared on our webpage displays the pricing with the no term credit and a new customer offer. You unfortunately are not eligible for the new customer offer as an existing customer. 

   

  Customer response

  24/01/2024

   I am rejecting this response because:
  
  There remains to be a lack of transparency in the companies advertisements. The website does not mention a no term discount anywhere; this aspect of their pricing is hidden. Within Canada it is illegal to have misleading advertisements and this may fall within that category as the real price is not available to consumers until they purchase the plan. Transparency with their marketing is required. A statement that my complaint was passed on does not resolve the issue, it implies that the business has no plans to address their practice despite being aware of it being misleading. Employees I have spoken with over the phone are aware that this practice is an issue, but do not have the power to make change possible. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Potential False Advertising- When I enter my address for internet services it tells me the price for a new customer is $90 per month for the next year and that you will save $20 off the regular price of $110.00 per month for the 1.5 Gigabit service. However, when I go to my internet services it shows me a new regular price of $144.00 per month. I called Bell aliant and was transferred to the loyalty department. They told me that $110.00 is the new customer promotion. Not the Regular price for existing customers.... Even though it's marketed as REGULAR PRICE. This doesn't make sense to me, the customers price is $90 for a year not $110.00, he told me the customers price is already reduced by $30.00 per month to bring it from $140.00 to $110.00 then they get an additional $20.00. I asked well then why wouldn't you have 140.00 Regular price with $50 off per month for 12 months?? He told me that's what the sales department decided to go with. I can't seem to find a place on their page that tells you the price after your promotion comes off. It's only on your account page if you go digging for it. I think it's very poor business, not to mention there are companies around that sell internet for much cheaper, without all these ridiculous promo prices. $144.00 for internet is atrocious. It should be price controlled just like Cell data had to be! Resolution- ongoing $110.00 per month+tax for 1.5 Gigabit Internet so it matches with the advertising from Bell Aliants Marketing.

  

  Business response

  12/01/2024

  Good morning, 

  We have contacted Mr. ****** in relation to the complaint filed with the BBB.  We have reviewed his pricing and provided him a new loyalty offer in which he accepted and was satisfied with the outcome.  In addition feedback has been submitted to our marketing department. Bell Aliant and the customer consider this matter resolved and closed.

  Regards, 

  ******* 

  Bell Aliant

  Customer response

  12/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21107844, and find that this resolution is satisfactory to me. I Just hope this fixes the marketing at Bell Aliant. I think there are better ways to market the price vs marketing with possible false advertising.

• Initial Complaint

  28/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, Ive asked multiple times to have my TV removed from my account and keep the rest the same to save money. After multiple rude customer service agents I got through to a manager she would not give me a stright answer and wold only list off bundles.

• Initial Complaint

  28/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Om December 21,2023 the lines for the internet were knocked down amd laying across our road. We called and reported it and reported our services not working. They said we need a new modem. I told them no the lines are laying on the street and cars are running them over. We had no help. Called the next day reported it again and they sent a home repair person out who said the lines are down on the road and they can't fix that and they left. We called back. They again said its the modem. We told them no. I contacted bell aliant online in a chat and explained the issue. They said they would send out a line technician. The technician wrapped the lines around a pole and left. We still have no service. Meanwhile we receive a modem in the mail. This didn't fix anything either and we called again. They said they would arrange on Saturday for someone to come in my home to check the modem. So I messaged bell online again. They said we need a specialized technician to do the repairs and I asked when they will be out and they said they don't know. This is over a week now with no service and nobody coming to fix it or knowing what they are talking about. It's unacceptable to pay and continue to be charged for a service we can not use.

  

  Business response

  17/01/2024

  We have made multiple attempts to reach the customer and have not been successful.  Bell Aliant considers this matter closed

*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. ↩