This past summer*fall we had continual problems with our phone line. I'm not sure how...
GetHuman-susan_al's problema de servicio al cliente con Bell Canada de febrero 2019
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The issue in GetHuman-susan_al's own words
This past summer*fall we had continual problems with our phone line. I'm not sure how many times I had to call for service. The line was so full of static that you could not hear anything, then the line would go out completely, then it would reconnect - sometimes for a minute or two, sometimes for hours, then it would start all over again. On a number of occasions, I was without phone service for *-* days at a time. On one particular day, three separate techs worked on the line and by the end of the day, the problem was as bad as ever and we still had no phone service. All this was happening during the time that Bell was installing FIBE lines in neighbourhood. Eventually, after many visits by various technicians, and after having most of the lines completely replaced, one tech determined that the problem originated somewhere along the buried cable that brought the service into the house. The buried cable was replaced (above-ground) and I was told that they would send someone in the spring to rebury the cable for me. I was also told by one of your phone reps that the monthly bill would be waived in consideration of how many problem we'd been having with our telephone service over an extended period of time (months!).**I thought everything was fine until I started going through my files and bank statements getting materials ready for income tax time. It was then I noticed that Bell had issued two bills for one month - emailing one bill in late July and the second bill (same amount) a few days later in early August. I called yesterday to see about getting a credit for one of those bills.**Your phone rep told me that the reason I didn't get a bill in September was because Bell applied my double payment to that month's invoice. I explained that the September bill was waived because of all our problems with Bell, and should have had nothing to do with the double payment. Your rep then explained to me that the bill I received in December contained the credit I had been given. **Imagine my surprise to discover that Bell had credited me a whopping $*.** as a make-good for all the trouble we'd had with our phone, and for all the days we'd been completely without phone service or with extremely limited service due to the deafening static on the line which made it impossible to use the telephone at all. I'm completely underwhelmed by your generosity and by the consideration you have shown me as a long time loyal customer who has always paid my bills on time. You should not tell a customer you will waive a bill unless you intend to do so. And you should not use an honest mistake on the part of a customer to benefit Bell at the expense of that customer. Shame on you!**It seems the bigger Bell becomes and the more customers you have, the less interested you are in the individual. Is a customer nothing more than an annoyance and a problem to Bell when an issue arises?**Perhaps I will have better service with Rogers.**Sincerely -*susan albert**** Lake Promenade*Etobicoke, Ontario*M*W *B*****-***-****
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