I spoke with *** *** today March 9, and after further investigation have explained why the bill name changed from
*** *** to his personnel name back in August 2017. On August 18, there was a request to add visual call waiting and TMN HBO Canada to his Bell Aliant account. The Customer Service agent added customer to electronic billing and email was sent as confirmation. I was unable to get a call recording as 90days has since passed and unable to provide feedback as employee is no longer with the company. I confirmed with *** *** not to delete his wife’s email and should he experience any TV issues in the future and/or any concerns to contact me directly. Bell Aliant apologizes for the inconvenience and length of time to response to your issues. Adjustment has been issued for $plus tax for month of service; this will be applicable to April 3, statement. Bell Aliant considers issue resolved and closed.Tell us why here
Initial Business Response /* (1000, 5, 2016/09/21) */
Bell Aliant explained to the customer that she was billed for high definition on each of her monthly statementsCustomer indicates she saw the billing but didn't realize she didn't have HDI asked if the channel was there (400+) and if she
couldn't tell the differenceShe explained there was no difference in the channelsThis is inaccurate as if HD is not programmed on a customer's account, channels 400+ do not displayYou cannot view these channels in standard - only in HDBell Aliant provided a bill copy to show the billing detail and a note from her account where our Front Line Representative reviewed the billing with her ***Bell Aliant did offer the customer a 12-month adjustment for the billing of HD as per our Terms of Service, at ***/month but customer refused and advised she will be taking this higherThere are no tech support notes or repair tickets issued from the customer to advise that her HD was not workingAgain, if HD was not on the customer's account, the channels broadcast in HD, would not appear on the customer's TV serviceBell Aliant is closing this complaint but the customer is not happy with the outcomeNo adjustment was provided as customer refused
Initial Consumer Rebuttal /* (3000, 7, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As requested by Bell Aliant I contacted ***
I'm not sure why *** would actually offer less than had been committed by staff at Bell Aliant so I explained this was most definitely not satisfactoryI am requesting the full amount of $ *** owed to me
***
Bell Aliant should never have charged me for High Definition service as it was not hooked up in my houseI did not know this and I'm pretty sure Bell Aliant's Office did not either as it was obviously an error by the technician *** It was absolutely impossible for me to advise of an error in my billing when I didn't know until *** the High Definition was not activeI immediately contacted Bell Aliant to make them aware of the situationThe bottom line is Bell Aliant erroneously confirmed I had High Definition in May, I should be full compensated
***
September 14,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
RE: Revdex.com ID# ***
*** ** *** ***
American Residential Services, LLC
D/B/A ARS/*** *** (“ARS”) has received your email dated September 14,
2015, regarding the above-referenced complaint.
Thank you for bringing this matter to our attention and allowing us the
opportunity to respond.
We have been in communication with *** *** *** to gain a better understanding of the complaint and are in the process of
reaching an amicable resolution to his satisfaction
ARS prides itself on providing premier
customer service and appreciates your assistance in resolving this
dispute. If you require additional
information regarding this complaint, please feel free to contact me at ###-###-####
Respectfully,
Tracey H***
Corporate Customer Relations Manager
Initial Business Response /* (1000, 10, 2015/09/21) */
Hi, I just called and spoke to customer *** *** regarding her complaintCustomer did request services on *** however we required a deposit of $***.** which was not paid until *** at this time an apt was booked for
***Customer says that she was told her apt was for *** however no apt would have been made until deposit posted to her accountIn my convesation with *** she became very upset and hung up the phone in mid conversation
Warmest regards,
***
Initial Consumer Rebuttal /* (3000, 12, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with this response at all.Yes I had to pay a ***.** dollar deposit which im not disputing im disputing the fact that bell did give me an installation date on ***th which was an all day appointment.when they did not show up on the *th I called bell again and they said that my deposit was still on hold till ***th in which I had another all day appointment scheduled for a tech to come at 4:pm on ***th I called bell back to inquire exactly when the tech would be coming that day and bell turned around and said again that my deposit was still on hold,I had continued talking to a representative who then asked me do I have the reference number that my bank had given me for the deposit to be made,I gave that reference number to the representative who then went ahead and released my order but said they had no available time slots available till ***th,Another weeks wait.when my services was hooked up on ***th I only had the services for an hour and then lost everything for hours because of the tech
Final Business Response /* (4000, 14, 2015/09/25) */
Hello,
I spoke with *** today regarding her accountI waived install free and issued a credit for $**.** to customerCustomer was told on two occasions that a tech was booked for her installHowever we were unable to book an appointment until after deposit was madeCredits applied for customer satisfaction
Thanks
***
Initial Business Response /* (1000, 5, 2017/09/06) */
Bell Aliant contacted the customer and confirmed that a customer loyalty credit was re-applied to her account in the amount of $***/month expiring in August Bell Aliant also manually issued a one-time credit to adjust the August
bill statement by $*** + taxBell Aliant confirmed the customer has the Unlimited Canada/USA Long Distance Plan at no charge expiring in July (regular priced at $***/month)Bell Aliant advised there are no guarantees as to what promotions if any, will be available when hers expires as all prices are subject to changeThe customer stated she is satisfied with the outcomeThe complaint is now closed to the satisfaction of both parties
Initial Consumer Rebuttal /* (2000, 11, 2017/09/18) */
Attached
Initial Business Response /* (1000, 16, 2017/04/03) */
I spoke with *** March 31, and apologized for the service they received while trying to resolve their billing issuesAfter further review of their Bell Aliant account, the customer was offered bundle with Bell TV for $*** for
monthsI have updated the retention credit to $*** to honor the bundle pricingThe customer is aware this will end December and billed at regular pricingI have issued adjustment for $*** plus tax for the overbilling from Jan - Mar statementsI have issued adjustment for $*** plus tax per terms of service for Res telephone set now removing from billingAdjustment has been issued for $*** for late payment charges for Feb and Mar billsThese changes and adjustments will be applicable to April 3, statementThe customer has requested the adjustments be refunded back by cheque for $*** and to allow weeks for deliveryBell Aliant considers issue resolved and closed
Initial Business Response /* (1000, 6, 2015/02/04) */
*** Aliant has spoken with and have resolved Mr***'s complaintWe determined the non published number did not work and provided a credit for the amount he had paid for the serviceAs well as apologized for the service receivedMr***
is satisfied with the resultBell Aliant and the customer consider the matter closed
Initial Business Response /* (1000, 7, 2016/07/14) */
*** has been contacted and has been advised that the fibre service is not available to him at this timeBell Aliant is currently looking at extending the fibre service to his area however this will not be until the fall as a tentative
date
Initial Business Response /* (1000, 5, 2015/09/23) */
Hello,
I spoke to *** today regarding his billing and everything has been resolved
Thanks
***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Bell Aliant has altered the package I had accepted from them (tv bundle that included Canada unlimited long distance calling - the reason I took the bundle) so it now reflects on the fibre op and high speed, removing the tv and receiversThis was important to me, as they had initially charged me for receivers when I had none (I don't own a tv, never watch it), then charged me for a non-return of receiver when they removed the one (no charge for only one)As all tv and receivers have been removed from bill, and long distance sorted out (the other component I was being overcharged for, as I was paying for unlimited, but they had charged me by the minute)I am hopeful this will lead to no further errors in billing
Initial Business Response /* (1000, 5, 2014/12/01) */
Spoke with daughter *** *** on November 25,regarding complaint regarding loyalty credit offered and would investigate furtherAfter reviewing Bell Aliant account, offer is only applicable to Bell Aliant Bundle accounts with
phone, TV and internet and not phone lineI called Ms*** *** today December 1, and apologized for the miscommunication givenSince the account has been disconnected I will adjust any charge for early cancellation as customer had given day noticeI offered extension of loyalty credit on account XXXXXXX which ends January and was accepted for extension of monthsBell Aliant considers issue closed
Initial Consumer Rebuttal /* (3000, 7, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response for 2reason
The first is because I was offered a plan which I feel should be honored
The second reason I dont accept their response is because of what they are telling me
As you can see from her response, the loyalty credit can only offered to customers with a Bell Aliant Bundle which includes phone, TV and internetThe loyalty credit that she is saying that was on the XXXXXXX account was not a loyalty credit, it was a $discount for the months of problems we had with the phone line and internet serviceWe do not have the aliant bundle that includes phone tv and internetWe only have phone and internetSo if the only way I can get a loyalty credit is by having the bundle, how can she offer this credit when I dont have the bundle? I think someone at Aliant don't know what they're talking aboutI got different stories and offers from different people
BUSINESS RESPONSE:
Bell Aliant account was an upgrade from ultra to fibreop back in January at which time this loyalty credit was established on the account for months for phone and internet bundlePer my conversation with *** offer to extend until January was accepted due to incorrect information given on other service that was not in a bundleBell Aliant stands by our decision
Final Consumer Response /* (4200, 11, 2014/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the upgrade from ultra to fiberop to offered from bell aliant because of the months of problems we had with the phone line and the $credit they had told me was for all the problems we hadNOT a loyalty creditIn regards to this bundle, our tv service is with *** so how can a loyalty credit be offered to bell aliant customers with the bundle only? I will think long and hard before I deal with aliant againOld and new customers need to be aware of what they are being offered when it comes to dealing with Bell Aliant
Final Business Response /* (4000, 13, 2015/01/29) */
Bell Aliant account XXXXXXX was an upgrade from ultra to fibreop back in January at which time this loyalty credit was established on the account for months for phone and internet bundlePer my conversation with *** *** offer to extend until January was accepted due to incorrect information given on other service that was not in a bundleBell Aliant stands by our decisionBell Aliant is not prepared to offer anything further
From: *** *** * *** *** *** *** ***) Date: Tue, Jul 14, at 5:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]"
I finally got my filters from ARS yesterday Many thanks for your support in this matter!!!! It sad that it took a complaint from your agency to get this matter resolved Thank you again! ** ***
Initial Business Response /* (1000, 10, 201*/03/0*) */
I spoke with *** today March *, 201* requesting to have a second receiver freeI explained any additional receivers would be billed at $***/monthI explained the invoice on his Bell Aliant account indicates billing as - 4K
Whole Home PVR $***/month (this charge is for PVR and HD)This subscription is required with 4K TVOur website at www.bellaliant.net states under 4K and/or Hardware that additional HD receiver would be an additional $***/month rental chargeI apologized and advised the $*** charge is applicable and if requires additional receiver it would be an additional $*** monthly chargeI cannot change the wording of the invoice; however I can provide feedback to the appropriate DeptBell Aliant considers issue resolved and closed
Initial Consumer Rebuttal /* (3000, 12, 201*/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
She said several times during the call that my point was correct and I was right but she couldn't do that because she was told not toWhich means even though I was correct and had all of my facts right which means I am paying for the 4K Whole Home PVR (*$/month) and that either that fee needs to be removed or an additional receiver (which they want to charge me *$/month for) should be supplied for no charge since they are charging me for the first receiver (4K Whole Home PVR) and it specifically states "First receiver is free of chargeAdditional receivers are *$/month" which means the first receiver that I currently have (4K Whole Home PVR) should be free or that another set top box should be provided at no charge
Final Business Response /* (4000, 14, 201*/03/13) */
After further review of ***'s Bell Aliant account, I certainly did not agree with him as I tried to explain to the customer if he is requesting an additional receiver, the charge is $***/monthThe customer has a 4K TV and requires both a PVR/HDThe customer has a Better bundle and his 1st PVR (receiver) is included in his bundleIn order for 4K to work on his TV, there is a 4K access charge of $***/month and is billed as 4K Whole Home PVR (this is not a PVR receiver charge)Bell Aliant considers issue resolved and closed
Initial Business Response /* (1000, 5, 2016/08/23) */
Bell Aliant provided the customer with a complete breakdown of their account and explained that all the disconnect requests were actually port requests submitted by *** and also cancelled by ***The customer did not contact Bell Aliant
to issue any disconnection of serviceBell Aliant referred the customer back to *** to get detailed information as to why these orders were cancelledWe also provided a breakdown of his billing but advised that there would be no adjustments of billing for serviceBell Aliant has closed the file although the customer is not happy with the outcome
Initial Business Response /* (1000, 8, 2017/01/16) */
On January 9, I spoke with *** regarding her complaint with Bell Aliant servicesThe promotion of $*** had expired December after year and no longer offeredI have offered a loyalty credit of $*** plus tax for
year ending January with $*** *** plan free for yearI provided the customer with my contact number and have not heard back from the customer whether she accepts my offerBell Aliant considers issue resolved and closed
Initial Consumer Rebuttal /* (2000, 11, 2017/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Ms*** today March 15, regarding Bundle Pricing issues. I advised the customer I will contact her back first of next week once I go through statements to determine the adjustment amount and to honor Bundle Pricing. I will provide another update once
completed
Final Consumer Response /* (2000, 6, 2016/09/09) */
After days without a connection they finally sent a tech who fixed the issue in just a couple of minutesToo bad they couldnt find time to help me sooner
Initial Business Response /* (1000, 10, 2017/10/10) */
I left a voice message with *** on October 4, and also provided email to her October 5, I apologized for the inconvenience she experienced as she tried to resolve billing issuesBell Aliant issued an adjustment for
$***+tax for month due to length of time to resolve the long distance issueAdjustment has been issued for $***+tax for long distance charges billed on July, August and Sept billsA previous customer service agent already issued adjustments for May and June billsAdjustment has also been issued for $*** to cover late payment charges billed on July & September billThese adjustments will be applicable to your October 12, statement
I have recalled your account for October 12, bill as there should be no further long distance charges billed after October 4, If any long distance calls are billed prior to October 4, I will adjust accordinglyThe issue has been resolved effective October 4, due to programming issue in our switchShould *** have any further concerns to contact me directlyBell Aliant considers issue resolved and closed
Initial Business Response /* (1000, 5, 2016/11/02) */
I spoke with *** today November 2, and apologized for the service she received from Bell AliantI have added her to our internal do not call list and will no longer be receiving calls from Bell Aliant, direct mail or
soliciting from D2D salesThis request will take affect after daysBell Aliant considers issue resolved and closed
Initial Consumer Rebuttal /* (2000, 7, 2016/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/26) */
Bell Aliant spoke with the customer who was aware of what the billing was for - Mobility charges transferred to Bell Aliant accountBell aliant offerd to remove half of the billing, leaving the customer to pay *** which he did in full
The balance on the account is now zeroBell Aliant and the customer consider this issue resolved and closed to the satisfaction of both parties
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally able to talk to someone who listened and understood my side of the situation and came to an agreeable solution to both parties
Initial Business Response /* (1000, 8, 2016/10/24) */
Bell Aliant has removed the termination charges *** in full for the customer since the customer has moved out of the province and we are unable to provide this service where the customer has re-locatedThe customer
was provided an email to advise the charges have been adjustedBell Aliant considers this issue resolved and closed
I spoke with *** *** today March 9, and after further investigation have explained why the bill name changed from
*** *** to his personnel name back in August 2017. On August 18, there was a request to add visual call waiting and TMN HBO Canada to his Bell Aliant account. The Customer Service agent added customer to electronic billing and email was sent as confirmation. I was unable to get a call recording as 90days has since passed and unable to provide feedback as employee is no longer with the company. I confirmed with *** *** not to delete his wife’s email and should he experience any TV issues in the future and/or any concerns to contact me directly. Bell Aliant apologizes for the inconvenience and length of time to response to your issues. Adjustment has been issued for $plus tax for month of service; this will be applicable to April 3, statement. Bell Aliant considers issue resolved and closed.Tell us why here
Initial Business Response /* (1000, 5, 2016/09/21) */
Bell Aliant explained to the customer that she was billed for high definition on each of her monthly statementsCustomer indicates she saw the billing but didn't realize she didn't have HDI asked if the channel was there (400+) and if she
couldn't tell the differenceShe explained there was no difference in the channelsThis is inaccurate as if HD is not programmed on a customer's account, channels 400+ do not displayYou cannot view these channels in standard - only in HDBell Aliant provided a bill copy to show the billing detail and a note from her account where our Front Line Representative reviewed the billing with her ***Bell Aliant did offer the customer a 12-month adjustment for the billing of HD as per our Terms of Service, at ***/month but customer refused and advised she will be taking this higherThere are no tech support notes or repair tickets issued from the customer to advise that her HD was not workingAgain, if HD was not on the customer's account, the channels broadcast in HD, would not appear on the customer's TV serviceBell Aliant is closing this complaint but the customer is not happy with the outcomeNo adjustment was provided as customer refused
Initial Consumer Rebuttal /* (3000, 7, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As requested by Bell Aliant I contacted ***
I'm not sure why *** would actually offer less than had been committed by staff at Bell Aliant so I explained this was most definitely not satisfactoryI am requesting the full amount of $ *** owed to me
***
Bell Aliant should never have charged me for High Definition service as it was not hooked up in my houseI did not know this and I'm pretty sure Bell Aliant's Office did not either as it was obviously an error by the technician *** It was absolutely impossible for me to advise of an error in my billing when I didn't know until *** the High Definition was not activeI immediately contacted Bell Aliant to make them aware of the situationThe bottom line is Bell Aliant erroneously confirmed I had High Definition in May, I should be full compensated
***
September 14,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
RE: Revdex.com ID# ***
*** ** *** ***
American Residential Services, LLC
D/B/A ARS/*** *** (“ARS”) has received your email dated September 14,
2015, regarding the above-referenced complaint.
Thank you for bringing this matter to our attention and allowing us the
opportunity to respond.
We have been in communication with *** *** *** to gain a better understanding of the complaint and are in the process of
reaching an amicable resolution to his satisfaction
ARS prides itself on providing premier
customer service and appreciates your assistance in resolving this
dispute. If you require additional
information regarding this complaint, please feel free to contact me at ###-###-####
Respectfully,
Tracey H***
Corporate Customer Relations Manager
Initial Business Response /* (1000, 10, 2015/09/21) */
Hi, I just called and spoke to customer *** *** regarding her complaintCustomer did request services on *** however we required a deposit of $***.** which was not paid until *** at this time an apt was booked for
***Customer says that she was told her apt was for *** however no apt would have been made until deposit posted to her accountIn my convesation with *** she became very upset and hung up the phone in mid conversation
Warmest regards,
***
Initial Consumer Rebuttal /* (3000, 12, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with this response at all.Yes I had to pay a ***.** dollar deposit which im not disputing im disputing the fact that bell did give me an installation date on ***th which was an all day appointment.when they did not show up on the *th I called bell again and they said that my deposit was still on hold till ***th in which I had another all day appointment scheduled for a tech to come at 4:pm on ***th I called bell back to inquire exactly when the tech would be coming that day and bell turned around and said again that my deposit was still on hold,I had continued talking to a representative who then asked me do I have the reference number that my bank had given me for the deposit to be made,I gave that reference number to the representative who then went ahead and released my order but said they had no available time slots available till ***th,Another weeks wait.when my services was hooked up on ***th I only had the services for an hour and then lost everything for hours because of the tech
Final Business Response /* (4000, 14, 2015/09/25) */
Hello,
I spoke with *** today regarding her accountI waived install free and issued a credit for $**.** to customerCustomer was told on two occasions that a tech was booked for her installHowever we were unable to book an appointment until after deposit was madeCredits applied for customer satisfaction
Thanks
***
Initial Business Response /* (1000, 5, 2017/09/06) */
Bell Aliant contacted the customer and confirmed that a customer loyalty credit was re-applied to her account in the amount of $***/month expiring in August Bell Aliant also manually issued a one-time credit to adjust the August
bill statement by $*** + taxBell Aliant confirmed the customer has the Unlimited Canada/USA Long Distance Plan at no charge expiring in July (regular priced at $***/month)Bell Aliant advised there are no guarantees as to what promotions if any, will be available when hers expires as all prices are subject to changeThe customer stated she is satisfied with the outcomeThe complaint is now closed to the satisfaction of both parties
Initial Consumer Rebuttal /* (2000, 11, 2017/09/18) */
Attached
Initial Business Response /* (1000, 16, 2017/04/03) */
I spoke with *** March 31, and apologized for the service they received while trying to resolve their billing issuesAfter further review of their Bell Aliant account, the customer was offered bundle with Bell TV for $*** for
monthsI have updated the retention credit to $*** to honor the bundle pricingThe customer is aware this will end December and billed at regular pricingI have issued adjustment for $*** plus tax for the overbilling from Jan - Mar statementsI have issued adjustment for $*** plus tax per terms of service for Res telephone set now removing from billingAdjustment has been issued for $*** for late payment charges for Feb and Mar billsThese changes and adjustments will be applicable to April 3, statementThe customer has requested the adjustments be refunded back by cheque for $*** and to allow weeks for deliveryBell Aliant considers issue resolved and closed
Initial Business Response /* (1000, 6, 2015/02/04) */
*** Aliant has spoken with and have resolved Mr***'s complaintWe determined the non published number did not work and provided a credit for the amount he had paid for the serviceAs well as apologized for the service receivedMr***
is satisfied with the resultBell Aliant and the customer consider the matter closed
Initial Business Response /* (1000, 7, 2016/07/14) */
*** has been contacted and has been advised that the fibre service is not available to him at this timeBell Aliant is currently looking at extending the fibre service to his area however this will not be until the fall as a tentative
date
Initial Business Response /* (1000, 5, 2015/09/23) */
Hello,
I spoke to *** today regarding his billing and everything has been resolved
Thanks
***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Bell Aliant has altered the package I had accepted from them (tv bundle that included Canada unlimited long distance calling - the reason I took the bundle) so it now reflects on the fibre op and high speed, removing the tv and receiversThis was important to me, as they had initially charged me for receivers when I had none (I don't own a tv, never watch it), then charged me for a non-return of receiver when they removed the one (no charge for only one)As all tv and receivers have been removed from bill, and long distance sorted out (the other component I was being overcharged for, as I was paying for unlimited, but they had charged me by the minute)I am hopeful this will lead to no further errors in billing
Initial Business Response /* (1000, 5, 2014/12/01) */
Spoke with daughter *** *** on November 25,regarding complaint regarding loyalty credit offered and would investigate furtherAfter reviewing Bell Aliant account, offer is only applicable to Bell Aliant Bundle accounts with
phone, TV and internet and not phone lineI called Ms*** *** today December 1, and apologized for the miscommunication givenSince the account has been disconnected I will adjust any charge for early cancellation as customer had given day noticeI offered extension of loyalty credit on account XXXXXXX which ends January and was accepted for extension of monthsBell Aliant considers issue closed
Initial Consumer Rebuttal /* (3000, 7, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response for 2reason
The first is because I was offered a plan which I feel should be honored
The second reason I dont accept their response is because of what they are telling me
As you can see from her response, the loyalty credit can only offered to customers with a Bell Aliant Bundle which includes phone, TV and internetThe loyalty credit that she is saying that was on the XXXXXXX account was not a loyalty credit, it was a $discount for the months of problems we had with the phone line and internet serviceWe do not have the aliant bundle that includes phone tv and internetWe only have phone and internetSo if the only way I can get a loyalty credit is by having the bundle, how can she offer this credit when I dont have the bundle? I think someone at Aliant don't know what they're talking aboutI got different stories and offers from different people
BUSINESS RESPONSE:
Bell Aliant account was an upgrade from ultra to fibreop back in January at which time this loyalty credit was established on the account for months for phone and internet bundlePer my conversation with *** offer to extend until January was accepted due to incorrect information given on other service that was not in a bundleBell Aliant stands by our decision
Final Consumer Response /* (4200, 11, 2014/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the upgrade from ultra to fiberop to offered from bell aliant because of the months of problems we had with the phone line and the $credit they had told me was for all the problems we hadNOT a loyalty creditIn regards to this bundle, our tv service is with *** so how can a loyalty credit be offered to bell aliant customers with the bundle only? I will think long and hard before I deal with aliant againOld and new customers need to be aware of what they are being offered when it comes to dealing with Bell Aliant
Final Business Response /* (4000, 13, 2015/01/29) */
Bell Aliant account XXXXXXX was an upgrade from ultra to fibreop back in January at which time this loyalty credit was established on the account for months for phone and internet bundlePer my conversation with *** *** offer to extend until January was accepted due to incorrect information given on other service that was not in a bundleBell Aliant stands by our decisionBell Aliant is not prepared to offer anything further
From: *** *** * *** *** *** *** ***) Date: Tue, Jul 14, at 5:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]"
I finally got my filters from ARS yesterday Many thanks for your support in this matter!!!! It sad that it took a complaint from your agency to get this matter resolved Thank you again! ** ***
Initial Business Response /* (1000, 10, 201*/03/0*) */
I spoke with *** today March *, 201* requesting to have a second receiver freeI explained any additional receivers would be billed at $***/monthI explained the invoice on his Bell Aliant account indicates billing as - 4K
Whole Home PVR $***/month (this charge is for PVR and HD)This subscription is required with 4K TVOur website at www.bellaliant.net states under 4K and/or Hardware that additional HD receiver would be an additional $***/month rental chargeI apologized and advised the $*** charge is applicable and if requires additional receiver it would be an additional $*** monthly chargeI cannot change the wording of the invoice; however I can provide feedback to the appropriate DeptBell Aliant considers issue resolved and closed
Initial Consumer Rebuttal /* (3000, 12, 201*/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
She said several times during the call that my point was correct and I was right but she couldn't do that because she was told not toWhich means even though I was correct and had all of my facts right which means I am paying for the 4K Whole Home PVR (*$/month) and that either that fee needs to be removed or an additional receiver (which they want to charge me *$/month for) should be supplied for no charge since they are charging me for the first receiver (4K Whole Home PVR) and it specifically states "First receiver is free of chargeAdditional receivers are *$/month" which means the first receiver that I currently have (4K Whole Home PVR) should be free or that another set top box should be provided at no charge
Final Business Response /* (4000, 14, 201*/03/13) */
After further review of ***'s Bell Aliant account, I certainly did not agree with him as I tried to explain to the customer if he is requesting an additional receiver, the charge is $***/monthThe customer has a 4K TV and requires both a PVR/HDThe customer has a Better bundle and his 1st PVR (receiver) is included in his bundleIn order for 4K to work on his TV, there is a 4K access charge of $***/month and is billed as 4K Whole Home PVR (this is not a PVR receiver charge)Bell Aliant considers issue resolved and closed
Initial Business Response /* (1000, 5, 2016/08/23) */
Bell Aliant provided the customer with a complete breakdown of their account and explained that all the disconnect requests were actually port requests submitted by *** and also cancelled by ***The customer did not contact Bell Aliant
to issue any disconnection of serviceBell Aliant referred the customer back to *** to get detailed information as to why these orders were cancelledWe also provided a breakdown of his billing but advised that there would be no adjustments of billing for serviceBell Aliant has closed the file although the customer is not happy with the outcome
Initial Business Response /* (1000, 8, 2017/01/16) */
On January 9, I spoke with *** regarding her complaint with Bell Aliant servicesThe promotion of $*** had expired December after year and no longer offeredI have offered a loyalty credit of $*** plus tax for
year ending January with $*** *** plan free for yearI provided the customer with my contact number and have not heard back from the customer whether she accepts my offerBell Aliant considers issue resolved and closed
Initial Consumer Rebuttal /* (2000, 11, 2017/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Ms*** today March 15, regarding Bundle Pricing issues. I advised the customer I will contact her back first of next week once I go through statements to determine the adjustment amount and to honor Bundle Pricing. I will provide another update once
completed
Final Consumer Response /* (2000, 6, 2016/09/09) */
After days without a connection they finally sent a tech who fixed the issue in just a couple of minutesToo bad they couldnt find time to help me sooner
Initial Business Response /* (1000, 10, 2017/10/10) */
I left a voice message with *** on October 4, and also provided email to her October 5, I apologized for the inconvenience she experienced as she tried to resolve billing issuesBell Aliant issued an adjustment for
$***+tax for month due to length of time to resolve the long distance issueAdjustment has been issued for $***+tax for long distance charges billed on July, August and Sept billsA previous customer service agent already issued adjustments for May and June billsAdjustment has also been issued for $*** to cover late payment charges billed on July & September billThese adjustments will be applicable to your October 12, statement
I have recalled your account for October 12, bill as there should be no further long distance charges billed after October 4, If any long distance calls are billed prior to October 4, I will adjust accordinglyThe issue has been resolved effective October 4, due to programming issue in our switchShould *** have any further concerns to contact me directlyBell Aliant considers issue resolved and closed
Initial Business Response /* (1000, 5, 2016/11/02) */
I spoke with *** today November 2, and apologized for the service she received from Bell AliantI have added her to our internal do not call list and will no longer be receiving calls from Bell Aliant, direct mail or
soliciting from D2D salesThis request will take affect after daysBell Aliant considers issue resolved and closed
Initial Consumer Rebuttal /* (2000, 7, 2016/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/26) */
Bell Aliant spoke with the customer who was aware of what the billing was for - Mobility charges transferred to Bell Aliant accountBell aliant offerd to remove half of the billing, leaving the customer to pay *** which he did in full
The balance on the account is now zeroBell Aliant and the customer consider this issue resolved and closed to the satisfaction of both parties
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally able to talk to someone who listened and understood my side of the situation and came to an agreeable solution to both parties
Initial Business Response /* (1000, 8, 2016/10/24) */
Bell Aliant has removed the termination charges *** in full for the customer since the customer has moved out of the province and we are unable to provide this service where the customer has re-locatedThe customer
was provided an email to advise the charges have been adjustedBell Aliant considers this issue resolved and closed