Bell Mobility is infamous for its lack of customer service. I’m sorry to say that this tale will not be one that change your view.
To start, we have had Bell for about a year now, and the phones are great, the Cellular Service is great, but the customer service is sadly lacking, is unhelpful, and extremely rigid to the Contract details. My issue is with the security Deposit I had to pay. Here is my story.
In February of 2018 we began service with Bell Mobility. We got 4 Iphones, 85.00 plans on each one, and a 75.00 shared Data plan. Because I got 4 phones, I had to pay a 200.00 deposit on two of the phones, 400.00 in all. I was told by the salesman that the deposit would be refunded after 6 months. Provided the service was still active. Cool. So we left the store happy.
Fast forward to September of 2018. 7 months have passed by, and I call to inquire about my deposit. The person on the phone tells me that the deposit cannot be return because I haven’t met the criteria. I was a bit surprised, it had been 7 months afterall. So they proceed to tell me, the criteria are six consecutive monthly bill payments in full and on time to have the deposit refunded.
I told the service rep that I was misinformed, but they indicated there were no exceptions. So, what this means is, if you miss one payment, or don’t pay the entire bill on time, the 6 month counter resets. Forget about life or anything that may happen, you gotta pay that bill on time and in full if you want your deposit back.
Now don’t get me wrong, I understand there are rules, contracts etc, but there needs to be room for customer service, and satisfying the customer. For whatever reason, this policy is carved in stone.
Let’s jump ahead to February of 2019. Last week I called them to inquire again. It has been one year, and my contract is half up. We’ve proven that we are solid customers by now. I speak with a supervisor this time, and he tells me, nope. Not gonna do it. I told him that this rule was far too rigid, and if they couldn’t help me, I would cancel my service at the end of the contract and get my 400.00 back that way. One way or the other I would get it, so I asked him if it made sense to lose a customer who pays 6000.00 per year for a 400.00 security deposit I would get back at the end of the contract when I cancelled. (I did verify in the T&C that I would get it back on cancellation). He said he could not help and would create a feedback to the executives on the policy. I asked to escalate above him, and he refused, stating he was the highest I could go.
So, I left that call feeling let down. They obviously don’t care about the person, or seemingly the money. Just the rigidity of the rule. I would be willing to renew for 2 more years at the end of my contract, as most do, but now they are likely going to lose about 12K in revenue they would gain from me if I signed up for another 2 years. I guess 12K is nothing to them.
So fast forward to today. I get a call from Bell, or some subsidiary, to get my feedback on how I feel my service was so far. I’m pretty sure I laughed out loud. I told the person on the phone the shortened version of this story, and they said….. wait for it….. They would send Feedback about my issue.
