Greetings Howard Forums, I was wondering if I could please trouble any of you for a little help.
My wife and I are currently 20 months in to a 36 month contract.
Back in October, I called to see if I could remove a feature (early evenings and weekends) and replace it with CID for no charge. Was told that would be no problem.
Fast forward to this past Monday, I check my Bell account and I see that Bell has been charging my wife and I 8 bucks a month for CID.
So I call Bell tonight and ask them what's up. They say that I should never have been offered that as they're not able to change anything on an original contract like that. Ok, I agree to remove the CID and re-add the early evenings and weekends.
Now, he tries to upsell me on services, at which point I try to use one of the retention deals posted in a different forum I frequent. Details below;
200 min
Eve/Weekends 6pm-7am
Fab 10 nationwide
Unlimited text/pic/vid
Caller ID / Voice Mail
Unlimited Incoming
1 GB data
5 hours of bell tv a month
10% off the package.
Samsung Galaxy S2 for free
So the rep looks into it and says he can give me the plan, but not the phone, on a 3 year renewal of my contract. To which I say "not a chance, no phone, no deal".
The rep does the renewal ANYWAY. On both my phone and my wife's phone. I'm looking at my Bell account for my wife and I, Feb 14 2015 is our new expiry date.
I speak to the rep and tell him wtf?? put my contract back and he says he can't do it.
I end up speaking with a manager and he says he can change our contract expiry dates to the original date through "special instructions on our account"...but that's the best he can do.
Is this legit? As of two seconds ago, my Bell account page on bell.ca is still showing Feb 2015 as my contract expiry....that's total BS.
I told the manager that I want my original contract back or this "new" contract to be terminated with no fees, since i never agreed to it. He says that's not possible.
In the end, he said my account will reflect the original expiry date in 3 - 5 business days, which even he said is bs and that he's only telling me what I want to hear because I'm so irate.
Would anyone happen to have a possible course of action for me? I'm still kinda stunned and I don't know what should be done at this point.
I had a renewal without consent occur to me last fall with several small business lines.
The solution that another rep came up with was to enter notes to that effect and that the cancellation fees would be waived appropriately if needed. I never used the Bell account page for this, but I'm pretty sure it would still show the incorrect date.
I suspect the "special instructions on our account" is exactly that.
You could escalate, maybe take them to small claims court if all else fails?
Either way, I cannot over-emphasize the importance of keeping your cool when dealing with CSRs. No matter what. It's frustrating at times, but I've had much better results that way.
I just got off the phone with Bell a few minutes ago and I was assured that my original expiry date will be valid, something about not being able to back date the system.
I did keep my cool today and worked through everything and while I'm still cheesed that this all happened, I'm satisfied that my original expiry date will be honored.
I work in a call center, so I always try to be rational with the CSR's whenever I call a call center, but last night I was already tired and had a bad day at work, and I just snapped. Ugh.
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