Bell Mobility and the washed up cell phone

Due to an oversight, one of our Bell Mobility cell phones was washed and dried in the washer and dryer. Let's just say it does not work anymore. Since this phone was on a 3 year contract and was about 3 months old, we transferred the contract to an existing "pay as you go" phone we had. The "pay as you go" phone now does not exist. But the account still does. It was on automatic payment from the credit card. We went to NY just before the "accident" and used the phone. By Bell Law we have to keep the credit card active for 90 days after that usage.

OK, I can live with that.

It is now 90 days later (yesterday actually)

Hubby called them yesterday and after a long long time on the phone was unable to get out of automatic phone hell and never did get a person. Now this is intolerable. Never being able to figure out how to get a real person.

Today I call. I am the heavy artillery in these situations. I don't take no for an answer. I am now on hold with them. Going on 5 minutes now. I was in phone hell but eventually got a person by hitting so many # keys that the system barfed me over to a real person. I could have been hung up on as well, but this particular system, sent me to the people.

Real Person (RP) has now cancelled the credit card automatic payment but, when I ask, he tells me Bell took a payment off a month ago. Since the phone has been dead and nonexistent (and they knew that) for well over a month, I want that money back. RP says he cannot do it. RP insists. It is impossible. IMPOSSIBLE. I explain in my "voice of finality" that nothing is impossible if you actually want to do it.

I ask for a supervisor. Off he goes to find one and I am still waiting. 7 minutes on hold and finally a supervisor.

Mr. Cormier, the supervisor also says he cannot do it. It is impossible. IMPOSSIBLE. I also tell him that nothing is impossible if they really want to do it. They just don't want to do it.

My only recourse, according to him, is to send snail mail to the executive office. I inform him that is unacceptable. That I want my money back.

I asked for a credit on my land line. NO, that is Bell, he is Bell Mobility.

I then asked for a credit on my cell phone. Amazingly he tells me  he CAN do that.  After I get back in my chair (I fell out in surprise, you see) I shout HOORAY.

So then he tries to put the credit on my daughter's phone, but I get that straightened out.

Bell Mobility 0

Carolyne 1

We have one Rogers cell phone and two  Bell cell phones.  After this, the mix may change when our Bell contracts are up.

 

Suggestions for Bell Mobility

1. have an option for talking to a person -- a real person!!!

2. offer other options, don't make the customer come up with them.

3. don't make me write a snail mail letter to your executives. Let me call them, or email them. They should be willing to talk to customers, not avoid them.