Complaint / review text:
I am writing in regards to the pathetic service I received from Bell Canada today. I am sorry to say, but it was the worst customer service experience of my life! I was not happy with the system access fee Bell was charging me since past two years, so I called to get that cancelled. I called today, 22nd of December 2012, at 2:05pm and spoke to an agent who advised she could not cancel this. So she passed on the call to another agent named Joshua. Upon listening to me, Joshua said he could offer me a better plan in which system access fee won't be charged and also I would get unlimited local minutes and unlimited text and that to get this, I would have to extend my contract for one more year. He assured that all other features remain the same as my current contract (which included some promotional features as well). All this he has offered me in $56. I was not happy with the extension to my plan for one more year, but then I agreed on a condition that he will also add 100 Canada-wide minutes to the plan. So he summed up all the services to $57!
My upgrade with my current contract was due in April 2013. So I asked him if that will have any effect on it, and he clearly said no. I also asked him to double check this with his supervisor. He put me on hold then came back and said he has received an email from his supervisor to confirm that this won't affect on my due hardware upgrade. I agreed to this. He put me on hold for quite a long time and then came back to confirm what he has done for me. I repeatedly asked him to confirm that the contract has only been extended for one year and all my current features remain and the minutes/text I will now get are unlimited. He said yes. Now I was expecting an email from Bell to confirm the changes made to my account. As I didn't receive any email, so I logged in to my account. To my surprise, I found that my contract was extended to three more years rather than one that I was told.
I was quite shocked to see this, so I called customer service again. This time, I spoke to an agent named Rebecca. I explained the situation - what happened this morning - and after speaking to her supervisor James, she said, "You can either cancel your contract with Bell or get some features in $27" without listening to my requirements. Anyways, after quite a long and difficult dialogue, she agreed to change the plan end date to one year (as Joshua had told me in the morning). Now, I also asked her to confirm that she has not altered anything else in my account, and she said yes. I insisted to tell me again the features so I should know and she said I get 150 local minutes in the plan! Now this further annoyed me as Joshua had told me it's unlimited local minutes. It was such nerve-wracking for me, and I felt like Bell agents are here to annoy people and not help them!
I then said I was better off with my own plan so just put me back on that, and she said she can't do that. And the only thing I can do is to cancel the contract! Anyways, I wanted to speak to her supervisor or any other colleague, and she refused. She put me on hold a couple of times and was not coming up with any solution for me. The worst on her part was that she put me on hold for 20 minutes before 7pm. She came back at 7pm to say that we have to dial back if I want to speak to other agent. She also said that her supervisor James is not willing to talk and some other supervisor will call in 24 to 72 hours. She then hung up on us at exactly 7pm. I am also planning to complain to CCTS about this matter.