Complaint Review: Bell Mobility

I used my my wife's phone upgrade entitlement to purchase a Blackberry and the salesman extended my plan accordingly. When I started using the phone, I discovered he had sold me an email plan which did not include internet. So back I went and changed to a plan which included both. This also meant that we had to exchange phone #'s on the 2 phones.

The next month my cell phone bill included a $200.00 "cancellation fee" - I called Bell customer service and explained the situation, expecting a simple resolution: wrong! He explained that the charge would stand as I had cancelled the e-mail plan after one day. I tried to explain that I had purchased a more expensive plan on my phone: to no avail, the charge will stand.

I said the salesman should have explained this to me: he said that wasn't Bell's problem and I would have to take it up with him. I asked to speak to his supervisor: he said that wouldn't do any good as he would tell me the same thing. I persisted and he finally advised me that the supervisor would not be available for 17 minutes (??): rather than remain on hold, I requested a return call. The rep advised me that the supervisor would call within the next 48 hrs. - I asked why he/she couldn't call me in 17 minutes: he explained that "that isn't company policy". I never did receive a call from the supervisor. 

To make a long story short, despite several assurances to the contrary from the phone salesman, I never received the credit and had to pay the charge.

I had a similar lack of results when I challenged their $2.00 paper statement fee.

Bell Mobility programs their reps not to use any form of common sense: they are trained to only spew company policy. The plan on my phone expires this week: rest assured I will be cancelling my plan with Bell: other cellular providers must be able to provide better customer service than this!