I spoke with Mr. [redacted] on November 6, 2017 and confirmed mailing and email address. Adjustment has been issued for $36.77 for late payment charges billed on August, September and October 2017 bills. Adjustment has been issued for $74.52 plus tax for overbilling of unlimited...
Canada/US long distance plan on August, September and October 2017 bills. These adjustments will be applicable to November 12, 2017 statement. Bell Aliant has made payment arrangements with [redacted] and provided bill copies from August – October 2017 via mail. I apologized for the inconvenience he experienced as he tried to resolve billing issues. Bell Aliant considers issue resolved and closed.
Hi, This is to advise that Bell Aliant contacted me today and offered the following resolution to my complaint... the lady stated that it showed the amount owing for the equipment was reversed. I told her I knew that as I had to find the receipt PROVING that I had in fact already returned the equipment . She advised me that the bill had indeed NOT gone to collections. and reversed the late charges as a compensation. So after all the stress they have caused me ... My compensation is all of $ 34.01. I still owe $175.46. I advised her that I would eventually pay that amount and that she could let Revdex.com know that she had contacted me and that I am very irate and displeased with their solution. I was on the phone with her for probably 1/2 an hour and managed to get absolutely o where. I also advised that I will never use their services again and warn anyone I know not to not use them either. If you have any questions please feel free to contact me. Thank you for your prompt attention to my complaint even if nothing was accomplished from it.
Sincerely [redacted]
Initial Business Response /* (1000, 15, 2016/07/13) */
I spoke with [redacted] today[redacted] regarding[redacted] Bell Aliant account [redacted]. I explained promotion ended [redacted] and regular pricing in effect. No further promotions are applicable and offered a loyalty credit...
for $[redacted] ending [redacted]. The customer is not happy with the information provided. Bell Aliant has closed this complaint.
Initial Consumer Rebuttal /* (3000, 18, 2016/07/14) */
Thank you for your speedy reply. I do not accept the response as they are changing their original agreement. The original agreement was for [redacted] including tax and I was advised to call back within one year and that price would continue. The company advised that they can not prove that this was the original agreement and have to now enter me in to a new contract with an increased price
Final Business Response /* (4000, 21, 2016/07/26) */
Good Afternoon;
Bell Aliant has reviewed this customer's complaint and determined that no further compensation is warranted for this customer as previously advised by [redacted] who explained at that time all we can offer is a loyalty credit of $[redacted] off of the regular price.
Thanks,
[redacted]
Final Consumer Response
Have talked to bell earlier today and came to a resolution thank you
I am rejecting this response because:i will start by saying it took bell aliant over a month and a half tp respond to my Revdex.com complaint , whicj is very poor service , I did speak to the lady on the phone and told her I didnt know anything about this visual call waiting and how my wifes email was used without her or mine permission and why after 4 yrs of getting a bill by mail , bell started to send a email bill which I knew nothing about,and why another persons name was taken of the bill , bell excuse is that its been over 3 months and they cannot find out what happened , well maybe get the people that work for bell to do there job or keep records longer than 3 months ,, so after talking to the lady on the phone I still did not get an answer to my complaint , just ask her for bell to get my bill right and to stop chargeing me thing on my bill that I should never have been charged in the first place .
Initial Business Response /* (1000, 5, 2015/07/21) */
Bell Aliant spoke with the customer as follows:
[redacted]:
- Reviewed balance owing = $792.67
- He is to pay $200 on/before Friday, [redacted]
- He is to pay the balance owing on the account on/before [redacted]
- [redacted] questioned why $223.12...
was transferred from his old account ([redacted]) to his account ([redacted]). I advised him, I had to look into this and get back to him and it would be on or before Friday, [redacted]'s mindset is he doesn't owe this money because in [redacted] he had the cell service delinked and he paid $220.59 - the Agent advised him this would have the account paid in full.
- He inquired about whether misapplied payment(s) were credited to his account, I confirmed I could see the amount of $349 in our system but it was not subtracted from the amount owing.
- We reviewed the set top boxes for [redacted]'s account need to returned. I would have a return bag sent to [redacted]
We talked about the balance owing on this account $1,142.20. The set top boxes are $300 + taxes each = $678.... Once these boxes are returned the balance owing this account is $464.20.
[redacted]:
- Followed up with [redacted] on the $223.12 transferred to [redacted] - I advised him what I believe happened - the Agent could see in our system the bill for his services from [redacted] to [redacted] and this bill was for $220.59. This is why the Agent quoted this amount for [redacted] to pay. Unfortunately the Agent did not take into consideration the billing from [redacted] to [redacted]. This billing was not in our system because the bill prints on the 3rd of each month. The transfer of responsibility that he provided his approval for was not completed on [redacted], that took place in [redacted] (I don't know what caused the delay).
The [redacted] to [redacted] bill was in [redacted]'s name and this is why the amount of this bill $223.12 was transferred for him to pay. He said he better understands this situation now but he's not pleased about having to pay it - more disappointed as he doesn't like owing money.
- I reviewed the payment expectation with [redacted] again and the balance owing:
Balance owing = $792.67 minus ($349 - which was now removed from the balance owing) - new balance owing = $443.67
$200 to be paid on/before [redacted]
$243.67 to be paid on/before [redacted]
- [redacted] advised he really didn't think he would owe the $223.12 and as a result, he will do his best to pay the account balance on [redacted], however, I agreed to his offer to pay $125 (or more) on [redacted] and the balance on [redacted].
- I reminded [redacted] the set top boxes need to be retuned for [redacted]'s account and the return bags have been sent. [redacted] processed this request. The order is : Reference No: [redacted]
Bell Aliant has closed the file for this customer and considers this issue resolved.
Initial Business Response /* (1000, 6, 2017/04/19) */
I spoke with Ms.[redacted] today April 19, 2017 and apologized for the misinformation she received regarding the Network Access Charge overbilled on her Bell Aliant account. I explained when she requested changes to her account back in...
2011 the long distance plan was not removed which caused billing for this NAC fee. I explained it is the responsibility of the customer to check her bills every month and when she contacted Bell Aliant April 7, 2017 regarding this charge, I confirmed the long distance plan has been removed. The previous agent has offered a $[redacted] loyalty credit towards her account for 12 months ending April 2018. I provided our Terms of Service at www.bellaliant.net that from the date this overbilling was questioned that we would provide adjustment for $[redacted] plus tax effective back to 12 months. An additional adjustment for $[redacted] plus tax was issued to cover the charge on her April 24, 2017 statement. [redacted] is looking for 5 years as compensation; however we have provided the customer an adjustment for 12 months per our Terms of Service. Bell Aliant considers issue resolved and closed.
Initial Consumer Rebuttal /* (3000, 9, 2017/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi I do not accept the response from the Aliant Business because all they are focusing on is that it is my responsibility to check my bill every month I told her I do, if not my bill would not be paid. I also told her that I did look at my bill and called and was told it was for maintaining the lines they do not want to look at the big picture this is my money they took and told me a different reason why. Aliant is just trying to cover up for themselves and this is not fair at all. I said to her I paid $[redacted] if I knew I was paying that money out I would of had caller ID she says do you want caller ID I said no I am saying that at least I would of got something for my money she was trying to change my train of thought about adding caller ID that did not work I want my money and that is why I contacted Revdex.com.
Thank you
Final Consumer Response /* (4200, 15, 2017/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this offer because I am out my money for 5 years and this years so far all they want to do is give me about 2 years but they were the ones that charged me when I seen the $[redacted] on my bill I did inquire but I was told it was to service the lines so I trusted what I was told to be true they admit that I was given false information so I feel I should get my money back this is not fair they had no problem taking my money and giving me the wrong information but all I get back is a sorry and 2yrs. I understand every company has rules but if it was my fault I would understand but it wasn't my fault I checked my bill and called it is not my fault that I was misinformed and all this is at my expense.
Thanks
[redacted]
Final Business Response /* (4000, 13, 2017/04/25) */
I spoke with [redacted] April 24, 2017 and provided her the same information and per limitation by law, an additional 12 month credit offered. The customer has filed a complaint with the [redacted] and refused my offer. Bell Aliant has closed this complaint.
I spoke with [redacted] on March 27, 2018 and apologized for the service he received. I explained a credit balance of $43.46 (tax included) on account 3963826 and confirmed with [redacted] to transfer this amount to Bell Aliant account 5525196. A refund cheque for $541.89 was...
issued on March 13, 2018 from account 3963826 and to allow at least 2-4 weeks for refund. Per my discussion with the customer he was to contact me back by end of day March 27th should he still not have received the cheque with no response. Bell Aliant issued an adjustment for $130.38 plus tax on account 5525196. This will be applicable to April 9, 2018 statement. Bell Aliant considers issue resolved and closed.
Initial Business Response /* (1000, 8, 2016/09/26) */
[redacted]
Bell Aliant has called the customer and sent an email to the customer on September 21 as follows:
Good Afternoon [redacted]
Further...
to your complaint filed with the Revdex.com, I do apologize for the service you received.
I reviewed your account and I do see that your services were downgraded to stand-alone [redacted] Internet service. It is our policy to not issue any work orders when an account is in arrears however; if you are trying to lower your monthly charges, then by all means, we should be assisting any way we can. I do apologize for the incorrect information that was provided to you. We should have lowered your monthly billing and at the same time, taken payment arrangements on your account.
The monthly charge on your account is now $[redacted]/month + tax. Your account is currently owing $[redacted]. If you would like to discuss the account with me, please contact me on my personal line[redacted] or[redacted]
Thanks,
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2016/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (**00, **, **16/01/**) */
This complaint was closed back on
December 21. Bell Aliant provided the customer with the regular rates of our products and services. Bell Aliant offered the customer a $[redacted]/month loyalty discount but explained that the prices listed on...
our website are regular in-market pricing. Bell Aliant does not provide promotions aimed at new customers to existing customers. He would have already received his "new customer" promotion when he added his services. The customer did receive that promotion for 2-years. Bell Aliant provided the customer with an explanation of our speeds for internet service and explained that our internet speeds are "up to" a specific speed. Bell Aliant does not guarantee uninterrupted service. The customer was not satisfied with the explanations provided but there is nothing further we can do for this customer. Our prices are as is and the customer is under no obligation to retain service with Bell Aliant.
Initial Consumer Rebuttal /* (3000, 16, **16/01/**) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see the attached response I sent to Bell Aliant. Here on [redacted], Bell is basically the only internet provider so I guess that gives them the right to think they can do nothing to improve the quality of their service. True , were are not obligated to retain Bell service, but we do need internet, so I guess we have to take the poor service at a premium rate.
Hi [redacted]. Sorry about not getting back to you, but we have been away. How does Bell justify $[redacted] a month for internet that does not give the speed as advertised. You have already admitted that Bell has a problem here. I say a president has been set with the $** a month discount we were getting previously, and we should continue to get it until Bell corrects the internet problems they have here. [redacted]. As I said early in an email to you, $** a month discount is a slap in the face when the price is so over inflated to begin with. I will take a plan available like the ones below for $[redacted] a month. Big difference, **MBPS from your supposed 7MBPS plus 2 other services included. We need offers like that here. Maybe I need to take this to the [redacted] and media. I know first hand there are many unhappy Bell customers here on [redacted]. I just checked my download speed, surprisingly 6.85mbps, upload was 0.56 mbps. The article below from the [redacted] says a minimum of 1 mbps. Our earlier email requested the continued discount we were getting until Bell resolves their issues here.
As a result, the [redacted] has set a target speed for broadband Internet access across Canada ([redacted]). By the end of **15, the [redacted] expects all Canadians to have access to broadband speeds of at least:
5 Mbps for downloads (data that consumers are receiving from the Internet, including files, web sites, pictures, music, and movies)
1 Mbps for uploads (data that consumers are sending to the Internet)
Starter
Good
Most Popular
Better
Best
Entry level bundle with Internet, TV and Home Phone
2x faster Internet, 8 more popular channels + everything in Starterfor only $**/mo. more
**% faster downloads, HD & PVR, Can./US LD + everything inGood for only $**/mo. more
Premium Movies + everything in Better for only $**/mo. more
Fastest Internet
More details
**/**
Up to Mbps
Add-ons
[redacted]/**
Up to Mbps
Add-ons
[redacted]/**
Up to Mbps
Add-ons
[redacted]/**
Up to Mbps
Add-ons
FibreOP TV
More details
160+
channels
Popular channels and networks
Add-ons
170+
channels
Adds U.S. specialty channels to Starter's programming
Add-ons
235+
channels
HD + Whole Home PVR
Restart
Adds HD to Good's programming
Add-ons
260+
channels
HD + Whole Home PVR
Restart
[redacted]
[redacted]
[redacted]
Add-ons
FibreOP Home Phone
More details
8 calling features
Add-ons
8 calling features
Add-ons
Canada & U.S. calling2 +
8 calling features
Add-ons
Canada & U.S. calling2 +
8 calling features
Add-ons
Price
$[redacted]
/ mo.
3-year fixed price*
Reg: $[redacted] / mo.
Pricing details
$[redacted]
/ mo.
3-year fixed price*
Reg: $[redacted] / mo.
Pricing details
$[redacted]
/ mo.
3-year fixed price*
Reg: $[redacted] / mo.
Pricing details
$[redacted]
/ mo.
3-year fixed price*
Reg: $[redacted] / mo.
Pricing details
Savings
$[redacted]
over 3 years $[redacted]
over 3 years $[redacted]
over 3 years $[redacted]
over 3 years
Installation
More details
$[redacted] $[redacted] $[redacted] $[redacted]
Order now Order nowCustomize Order nowCustomize Order nowCustomize
Thanks, [redacted].
Good Morning;
Regular pricing for Bell Aliant high speed internet service is [redacted]/month.
I have offered you a $[redacted]/month discount for the next ** months.
I have added this to your account but that is the maximum monthly credit. I have provided an update to the Revdex.com but if you have any further questions, please let me know.
Thanks,
[redacted]
[redacted]
Customer Insight & Resolution Specialist
Phone: [redacted]
Fax: [redacted]
Customer Insight & Resolution Centre: [redacted]
Email: [redacted]@bellaliant.ca
-----Original Message-----
From: [redacted] mailto:[redacted]@gmail.com
Sent: Wednesday, December 16, **15 6:00 PM
To: [redacted], [redacted]
Subject: Re: BELL ALIANT INTERNET SERVICE
Hi [redacted]. The discount rate of $[redacted] plus tax was because we were a new customer and probably under a 2 year contract. As I understand, contracts are now a thing of the past. Our new price is now $[redacted] plus tax for " ULTRA HIGH SPEED" internet. That is way over priced even if it did work most of the time, but it doesn't, and you have admitted that we do have problems in our area with slow speed. I would think that Bell could afford to discount rates of affected customers until the situation is corrected, and not just by $** either. That is a slap in the face to us. With Bell being the only choice here on [redacted], having that monopoly here comes with responsibilities. Thank you, [redacted].
Complaint ID#: [redacted]
Business Name: Bell Aliant
You recently requested our help concerning a problem with the company named above.
The company has not responded to the Revdex.com to date. If you have heard from the company please contact the Revdex.com at [redacted]@ap.Revdex.com.org.
We encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint.
Click here to go directly to your complaint.
Sincerely,
[redacted]
Marketplace Counsellor
[redacted]@ap.Revdex.com.org
Initial Business Response /* (1000, 5, 2016/05/18) */
This is actually a [redacted] complaint however; I worked with our partners at Bell and confirmed that a refund cheque was mailed today to the customer from Bell in the amount of $[redacted]. The Satellite TV account was confirmed...
disconnected and this refund clears the account. Bell Aliant has closed the file to the satisfaction of the customer.
Final Business Response /* (1000, 9, 2016/05/24) */
[redacted] Representative spoke with the customer and agreed to provide the additional $[redacted] credit, which will be processed as a refund to the customer after the June bill is generated.
I apologize to the client for the poor experience. I have called and gave him my cell number asking him to call me to insure that I make this right and at least have the opportunity to speak to him directly. I will be sending the 59.00 back to him because our goal is to provide positive experiences...
to our customers. I would like to mention that we are a company that tries to be upfront with everything that we do. The need to be upfront with our service fee is of the upmost importance and appreciate the feedback. The technician that was there has been through a extensive professional training program for technical plumbing both hands on and book. He is enrolled in the state certified apprenticeship program. We have the upmost desire to insure quality work is completed when any work is done. Our company does have licensed technicians as well. We believe in respect therefore would never sell, trade or pass client information outside of our organization.
Initial Business Response /* (1000, 5, 2016/07/11) */
Called and spoke to [redacted] concerning Bell Aliant account that was set up in error. Advised [redacted] balance is cleared and nothing is owing. Advised credit department as well to ensure no further collection attempts. This has been resolved to...
customer satisfaction.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for all your help in resolving this matter. Bell has zero'd my account and contacted their collection agency to close the claim.
Initial Business Response /* (1000, 5, 2017/06/20) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Bell Aliant provided an increase to the amount of the customer's monthly credit from $[redacted]/month to $[redacted] which brings the overall...
monthly charge to $[redacted] + tax which is the amount the customer was originally quoted. Please note that all prices are subject to change.
I rerated the June bill statement which provides you with a credit adjustment of $[redacted] + tax
I rerated the May bill statement which provides you with a credit adjustment of $[redacted] + tax
Bell Aliant apologized for the billing error and the inconvenience this has caused.
The customer acknowledged receipt and acceptance of the email however; did not accept that all prices are subject to change. Bell Aliant referred her to our Terms of Service.
Bell Aliant has closed the file for this customer.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mr. Wisler told us before Memorial Day (May 26, 2014) that he was going out of town, When we did not hear back from him, we called him on Saturday, June 14, 2014. to make sure we were still scheduled to begin on Mon. June 16, 2014. He came by that afternoon and told us that he had been out of town and had been sick, and then told us what we needed to do by Monday. We explained that we would not physically be able to move the appliances and furniture, and he said his workers would do that. We immediately began packing the contents of the cabinets. We worked continually the rest of the day on Saturday and Sunday, into the early hours of Monday morning, at which time, we ran out of boxes. When the workers arrived on Monday, we explained that we ran out of boxes and Mr. Wisler brought plastic tubs and his men helped finish the packing. We were told that a plastic dust barrier would be put up prior to the work being started. We were also told that a plastic runner would be put down to protect our carport and to prevent dirt from being tracked into the kitchen area. Neither was done prior to the start of the job. The kitchen and bath demolitions were done without any dust barrier in place. A few days later, we asked why these two things were not done and were told that they should have been. It was at that time that these two things were done As the workers began to demo the kitchen, some men tried to deliver the dumpster for the materials to be discarded. They brought one that was too large. When they tried to get a smaller one, they were told that they did not have any more small ones. They brought a dump truck instead. This was not a problem, as we did not have a large amount of material to throw away (we chose to donate the old appliances and cabinets). We were, however, disappointed, at the lack of planning or breakdown in communication concerning the dumpster. After the plastering was done, we were not pleased with the work and asked that they come back to do a better job. We also had concerns with the painting and asked that they come back to do a better job. The flooring was not done according to the original plan ( placement of tile and carpet), so we had to get the flooring men to come back and put tile in the area where they had extended the carpet too far (the hall closet door would not close because of the carpet and we had wanted tile there.) Because there was not enough tile to do the configuration we had wanted, more tile had to be ordered and we had to wait for the tile to come in. We had a lengthy list of concerns that needed to be addressed and though it may have caused the job to take more time than anticipated, we felt justified in making these concerns known. We also felt that these matters should be fixed since we were expecting quality work for the money we were paying. We did not view this work as being done "for free", as we were paying for the work to be done to our satisfaction. As an example, his subcontractors had to come back on more than on occasion, to do work that was to have been finished after his employees had done the preliminary work. The preliminary work had not been completed! The delays were because of their hold up., not ours. A red flag should have been sent up , when we did not sign a contract prior to the start of the job. When we began having lots of concerns, we inquired about a contract, in case we need to cover ourselves. Mr. Wisler came by and offered a contract, but told us that he typically does not have a contract signed by his clients (just have never needed to have one). We did not sign the contract because we did not want to create any animosity. Also, there was not a building permit for the work that was done. With the amount of demolition, electrical, and plumbing work to be done, we questioned why there was not a building permit. He said that he typically does not need building permits. No inspector ever inspected any of the work. We spoke to Mr. Wister at the Fall Home Show at the Roanoke Civic Center (Fall of 2014), and told him we had a few concerns and would like for him to come by. He wrote down our name and number, but he never contacted us. When we attended the Spring Home Show(2015) at the Salem Civic Center, we again approached Mr. Wisler and told him we still needed to see him about our concerns. He set up an appointment (on his tablet) and came to see us on Thur. April 9, 2015. We showed him the areas of concern and he said he would get back to us on Friday or Saturday, April 10 or 11, either by phone or text message. We did not hear back from him until Tuesday, April 14. He asked if his worker could come by on Tuesday afternoon at 4:30 or so. That time did not suit (my wife would not be able to be there) and then he asked about Wednesday afternoon. When we asked about how long it would take, we did not get a response. According to his note, we were not willing to let them come by at that time. This is not the case at all. We simply would like to be present when the work is being done, to ensure that all concerns are addressed and that the work is done to our satisfaction. ( My wife works with the school system and I do volunteer work after school, so we had suggested that we wait until school is out, so that we can both be here to oversee the work.) The work is tentatively scheduled to be done on Saturday, May 2, 2015. No time has been discussed, or agreed to. We chose Wisler's company to do our projects because we had gotten a recommendation from some friends, and we were impressed with the time and effort he put into taking us around to select flooring, cabinetry, and countertops. Unfortunately, the process and workmanship were very disappointing and the job was very costly for the quality of work that was done.
[redacted]
April 8, 2016
Revdex.com of Greater Maryland
RE: Revdex.com ID# [redacted]
[redacted]
American Residential Services, LLC
D/B/A ARS/Rescue Rooter (“ARS”) has received your email...
dated March 31, 2016,
regarding the above-referenced complaint.
Thank you for bringing this matter to our attention and allowing us the
opportunity to respond.
We are currently in communication with
[redacted] to gain a better understanding of the complaint and hope to
achieve an amicable resolution very soon.
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 Janice H[redacted]
at ###-###-####.
Respectfully,
Jason C[redacted]
Corporate Online Reputation Analyst
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12705318, and find that this resolution is satisfactory to me.
I am very pleased with the end results. [redacted] at Bell Aliant was outstanding at handling my case. The resolution is everything I had requested, so in the end I am pleased to say that I am a happy customer of Bell Aliant, once again!
Initial Business Response /* (1000, 5, 2017/09/08) */
Spoke with [redacted]. Addressed his concerns. Feedback provided to agent for coaching purposes. Offered to waive cost of additional receivers. Removed cost of sports theme pack. Reviewed details of existing offer and expiry in 24 months. The...
customer and Bell Aliant are both satisfied with the outcome.
Initial Consumer Rebuttal /* (2000, 7, 2017/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Bell customer service were good to work with, offering complimented services for feedback of my experience. I really feel valued as a customer.
Hello,
We have an outstanding complaint that we have not had a response for yet. Could you please update us on any progress? Thank you.
Regards,
[redacted]
Final Consumer Response /* (2000, 6, 2017/02/06) */
Bell has resolved this issue. A representative from their [redacted] support team sorted it all out for me. They removed the modem charges, late fee charges, and only charged me for what internet services I was provided.
Initial Business Response /* (1000, 9, 2015/01/16) */
Bell Aliant sent the customer the following information:
I have reviewed your Bell Aliant account and here is a list of all adjustments/credits applied to your account (all credits listed before applicable tax):
October 31 ...
$75.00 One-time adjustment for customer satisfaction
November 12 $12.00 One-time adjustment for billing
December 8 $75.00 One-time adjustment for customer satisfaction
You were provided a free PVR for 12-months (savings of $10.00/month) from September 2013 to September 2014.
You were provided a monthly credit of $40.00/month running from August 2013 to August 2014.
You were provided a monthly credit of $20.00/month running from October 2014 to November 2014.
You are currently receiving a promotional credit of $46.00/month running from December 2014 to December 2015.
There were sufficient adjustments applied to your account. If you have any questions, please let me know.
The customer was not happy with the information provided and will look at her options after December 2015. Bell Aliant considers this issue resolved and closed.
I spoke with Mr. [redacted] on November 6, 2017 and confirmed mailing and email address. Adjustment has been issued for $36.77 for late payment charges billed on August, September and October 2017 bills. Adjustment has been issued for $74.52 plus tax for overbilling of unlimited...
Canada/US long distance plan on August, September and October 2017 bills. These adjustments will be applicable to November 12, 2017 statement. Bell Aliant has made payment arrangements with [redacted] and provided bill copies from August – October 2017 via mail. I apologized for the inconvenience he experienced as he tried to resolve billing issues. Bell Aliant considers issue resolved and closed.
Hi, This is to advise that Bell Aliant contacted me today and offered the following resolution to my complaint... the lady stated that it showed the amount owing for the equipment was reversed. I told her I knew that as I had to find the receipt PROVING that I had in fact already returned the equipment . She advised me that the bill had indeed NOT gone to collections. and reversed the late charges as a compensation. So after all the stress they have caused me ... My compensation is all of $ 34.01. I still owe $175.46. I advised her that I would eventually pay that amount and that she could let Revdex.com know that she had contacted me and that I am very irate and displeased with their solution. I was on the phone with her for probably 1/2 an hour and managed to get absolutely o where. I also advised that I will never use their services again and warn anyone I know not to not use them either. If you have any questions please feel free to contact me. Thank you for your prompt attention to my complaint even if nothing was accomplished from it.
Sincerely [redacted]
Initial Business Response /* (1000, 15, 2016/07/13) */
I spoke with [redacted] today[redacted] regarding[redacted] Bell Aliant account [redacted]. I explained promotion ended [redacted] and regular pricing in effect. No further promotions are applicable and offered a loyalty credit...
for $[redacted] ending [redacted]. The customer is not happy with the information provided. Bell Aliant has closed this complaint.
Initial Consumer Rebuttal /* (3000, 18, 2016/07/14) */
Thank you for your speedy reply. I do not accept the response as they are changing their original agreement. The original agreement was for [redacted] including tax and I was advised to call back within one year and that price would continue. The company advised that they can not prove that this was the original agreement and have to now enter me in to a new contract with an increased price
Final Business Response /* (4000, 21, 2016/07/26) */
Good Afternoon;
Bell Aliant has reviewed this customer's complaint and determined that no further compensation is warranted for this customer as previously advised by [redacted] who explained at that time all we can offer is a loyalty credit of $[redacted] off of the regular price.
Thanks,
[redacted]
Final Consumer Response
Have talked to bell earlier today and came to a resolution thank you
I am rejecting this response because:i will start by saying it took bell aliant over a month and a half tp respond to my Revdex.com complaint , whicj is very poor service , I did speak to the lady on the phone and told her I didnt know anything about this visual call waiting and how my wifes email was used without her or mine permission and why after 4 yrs of getting a bill by mail , bell started to send a email bill which I knew nothing about,and why another persons name was taken of the bill , bell excuse is that its been over 3 months and they cannot find out what happened , well maybe get the people that work for bell to do there job or keep records longer than 3 months ,, so after talking to the lady on the phone I still did not get an answer to my complaint , just ask her for bell to get my bill right and to stop chargeing me thing on my bill that I should never have been charged in the first place .
Initial Business Response /* (1000, 5, 2015/07/21) */
Bell Aliant spoke with the customer as follows:
[redacted]:
- Reviewed balance owing = $792.67
- He is to pay $200 on/before Friday, [redacted]
- He is to pay the balance owing on the account on/before [redacted]
- [redacted] questioned why $223.12...
was transferred from his old account ([redacted]) to his account ([redacted]). I advised him, I had to look into this and get back to him and it would be on or before Friday, [redacted]'s mindset is he doesn't owe this money because in [redacted] he had the cell service delinked and he paid $220.59 - the Agent advised him this would have the account paid in full.
- He inquired about whether misapplied payment(s) were credited to his account, I confirmed I could see the amount of $349 in our system but it was not subtracted from the amount owing.
- We reviewed the set top boxes for [redacted]'s account need to returned. I would have a return bag sent to [redacted]
We talked about the balance owing on this account $1,142.20. The set top boxes are $300 + taxes each = $678.... Once these boxes are returned the balance owing this account is $464.20.
[redacted]:
- Followed up with [redacted] on the $223.12 transferred to [redacted] - I advised him what I believe happened - the Agent could see in our system the bill for his services from [redacted] to [redacted] and this bill was for $220.59. This is why the Agent quoted this amount for [redacted] to pay. Unfortunately the Agent did not take into consideration the billing from [redacted] to [redacted]. This billing was not in our system because the bill prints on the 3rd of each month. The transfer of responsibility that he provided his approval for was not completed on [redacted], that took place in [redacted] (I don't know what caused the delay).
The [redacted] to [redacted] bill was in [redacted]'s name and this is why the amount of this bill $223.12 was transferred for him to pay. He said he better understands this situation now but he's not pleased about having to pay it - more disappointed as he doesn't like owing money.
- I reviewed the payment expectation with [redacted] again and the balance owing:
Balance owing = $792.67 minus ($349 - which was now removed from the balance owing) - new balance owing = $443.67
$200 to be paid on/before [redacted]
$243.67 to be paid on/before [redacted]
- [redacted] advised he really didn't think he would owe the $223.12 and as a result, he will do his best to pay the account balance on [redacted], however, I agreed to his offer to pay $125 (or more) on [redacted] and the balance on [redacted].
- I reminded [redacted] the set top boxes need to be retuned for [redacted]'s account and the return bags have been sent. [redacted] processed this request. The order is : Reference No: [redacted]
Bell Aliant has closed the file for this customer and considers this issue resolved.
Initial Business Response /* (1000, 6, 2017/04/19) */
I spoke with Ms.[redacted] today April 19, 2017 and apologized for the misinformation she received regarding the Network Access Charge overbilled on her Bell Aliant account. I explained when she requested changes to her account back in...
2011 the long distance plan was not removed which caused billing for this NAC fee. I explained it is the responsibility of the customer to check her bills every month and when she contacted Bell Aliant April 7, 2017 regarding this charge, I confirmed the long distance plan has been removed. The previous agent has offered a $[redacted] loyalty credit towards her account for 12 months ending April 2018. I provided our Terms of Service at www.bellaliant.net that from the date this overbilling was questioned that we would provide adjustment for $[redacted] plus tax effective back to 12 months. An additional adjustment for $[redacted] plus tax was issued to cover the charge on her April 24, 2017 statement. [redacted] is looking for 5 years as compensation; however we have provided the customer an adjustment for 12 months per our Terms of Service. Bell Aliant considers issue resolved and closed.
Initial Consumer Rebuttal /* (3000, 9, 2017/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi I do not accept the response from the Aliant Business because all they are focusing on is that it is my responsibility to check my bill every month I told her I do, if not my bill would not be paid. I also told her that I did look at my bill and called and was told it was for maintaining the lines they do not want to look at the big picture this is my money they took and told me a different reason why. Aliant is just trying to cover up for themselves and this is not fair at all. I said to her I paid $[redacted] if I knew I was paying that money out I would of had caller ID she says do you want caller ID I said no I am saying that at least I would of got something for my money she was trying to change my train of thought about adding caller ID that did not work I want my money and that is why I contacted Revdex.com.
Thank you
Final Consumer Response /* (4200, 15, 2017/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this offer because I am out my money for 5 years and this years so far all they want to do is give me about 2 years but they were the ones that charged me when I seen the $[redacted] on my bill I did inquire but I was told it was to service the lines so I trusted what I was told to be true they admit that I was given false information so I feel I should get my money back this is not fair they had no problem taking my money and giving me the wrong information but all I get back is a sorry and 2yrs. I understand every company has rules but if it was my fault I would understand but it wasn't my fault I checked my bill and called it is not my fault that I was misinformed and all this is at my expense.
Thanks
[redacted]
Final Business Response /* (4000, 13, 2017/04/25) */
I spoke with [redacted] April 24, 2017 and provided her the same information and per limitation by law, an additional 12 month credit offered. The customer has filed a complaint with the [redacted] and refused my offer. Bell Aliant has closed this complaint.
I spoke with [redacted] on March 27, 2018 and apologized for the service he received. I explained a credit balance of $43.46 (tax included) on account 3963826 and confirmed with [redacted] to transfer this amount to Bell Aliant account 5525196. A refund cheque for $541.89 was...
issued on March 13, 2018 from account 3963826 and to allow at least 2-4 weeks for refund. Per my discussion with the customer he was to contact me back by end of day March 27th should he still not have received the cheque with no response. Bell Aliant issued an adjustment for $130.38 plus tax on account 5525196. This will be applicable to April 9, 2018 statement. Bell Aliant considers issue resolved and closed.
Initial Business Response /* (1000, 8, 2016/09/26) */
[redacted]
Bell Aliant has called the customer and sent an email to the customer on September 21 as follows:
Good Afternoon [redacted]
Further...
to your complaint filed with the Revdex.com, I do apologize for the service you received.
I reviewed your account and I do see that your services were downgraded to stand-alone [redacted] Internet service. It is our policy to not issue any work orders when an account is in arrears however; if you are trying to lower your monthly charges, then by all means, we should be assisting any way we can. I do apologize for the incorrect information that was provided to you. We should have lowered your monthly billing and at the same time, taken payment arrangements on your account.
The monthly charge on your account is now $[redacted]/month + tax. Your account is currently owing $[redacted]. If you would like to discuss the account with me, please contact me on my personal line[redacted] or[redacted]
Thanks,
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2016/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (**00, **, **16/01/**) */
This complaint was closed back on
December 21. Bell Aliant provided the customer with the regular rates of our products and services. Bell Aliant offered the customer a $[redacted]/month loyalty discount but explained that the prices listed on...
our website are regular in-market pricing. Bell Aliant does not provide promotions aimed at new customers to existing customers. He would have already received his "new customer" promotion when he added his services. The customer did receive that promotion for 2-years. Bell Aliant provided the customer with an explanation of our speeds for internet service and explained that our internet speeds are "up to" a specific speed. Bell Aliant does not guarantee uninterrupted service. The customer was not satisfied with the explanations provided but there is nothing further we can do for this customer. Our prices are as is and the customer is under no obligation to retain service with Bell Aliant.
Initial Consumer Rebuttal /* (3000, 16, **16/01/**) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see the attached response I sent to Bell Aliant. Here on [redacted], Bell is basically the only internet provider so I guess that gives them the right to think they can do nothing to improve the quality of their service. True , were are not obligated to retain Bell service, but we do need internet, so I guess we have to take the poor service at a premium rate.
Hi [redacted]. Sorry about not getting back to you, but we have been away. How does Bell justify $[redacted] a month for internet that does not give the speed as advertised. You have already admitted that Bell has a problem here. I say a president has been set with the $** a month discount we were getting previously, and we should continue to get it until Bell corrects the internet problems they have here. [redacted]. As I said early in an email to you, $** a month discount is a slap in the face when the price is so over inflated to begin with. I will take a plan available like the ones below for $[redacted] a month. Big difference, **MBPS from your supposed 7MBPS plus 2 other services included. We need offers like that here. Maybe I need to take this to the [redacted] and media. I know first hand there are many unhappy Bell customers here on [redacted]. I just checked my download speed, surprisingly 6.85mbps, upload was 0.56 mbps. The article below from the [redacted] says a minimum of 1 mbps. Our earlier email requested the continued discount we were getting until Bell resolves their issues here.
As a result, the [redacted] has set a target speed for broadband Internet access across Canada ([redacted]). By the end of **15, the [redacted] expects all Canadians to have access to broadband speeds of at least:
5 Mbps for downloads (data that consumers are receiving from the Internet, including files, web sites, pictures, music, and movies)
1 Mbps for uploads (data that consumers are sending to the Internet)
Starter
Good
Most Popular
Better
Best
Entry level bundle with Internet, TV and Home Phone
2x faster Internet, 8 more popular channels + everything in Starterfor only $**/mo. more
**% faster downloads, HD & PVR, Can./US LD + everything inGood for only $**/mo. more
Premium Movies + everything in Better for only $**/mo. more
Fastest Internet
More details
**/**
Up to Mbps
Add-ons
[redacted]/**
Up to Mbps
Add-ons
[redacted]/**
Up to Mbps
Add-ons
[redacted]/**
Up to Mbps
Add-ons
FibreOP TV
More details
160+
channels
Popular channels and networks
Add-ons
170+
channels
Adds U.S. specialty channels to Starter's programming
Add-ons
235+
channels
HD + Whole Home PVR
Restart
Adds HD to Good's programming
Add-ons
260+
channels
HD + Whole Home PVR
Restart
[redacted]
[redacted]
[redacted]
Add-ons
FibreOP Home Phone
More details
8 calling features
Add-ons
8 calling features
Add-ons
Canada & U.S. calling2 +
8 calling features
Add-ons
Canada & U.S. calling2 +
8 calling features
Add-ons
Price
$[redacted]
/ mo.
3-year fixed price*
Reg: $[redacted] / mo.
Pricing details
$[redacted]
/ mo.
3-year fixed price*
Reg: $[redacted] / mo.
Pricing details
$[redacted]
/ mo.
3-year fixed price*
Reg: $[redacted] / mo.
Pricing details
$[redacted]
/ mo.
3-year fixed price*
Reg: $[redacted] / mo.
Pricing details
Savings
$[redacted]
over 3 years $[redacted]
over 3 years $[redacted]
over 3 years $[redacted]
over 3 years
Installation
More details
$[redacted] $[redacted] $[redacted] $[redacted]
Order now Order nowCustomize Order nowCustomize Order nowCustomize
Thanks, [redacted].
Good Morning;
Regular pricing for Bell Aliant high speed internet service is [redacted]/month.
I have offered you a $[redacted]/month discount for the next ** months.
I have added this to your account but that is the maximum monthly credit. I have provided an update to the Revdex.com but if you have any further questions, please let me know.
Thanks,
[redacted]
[redacted]
Customer Insight & Resolution Specialist
Phone: [redacted]
Fax: [redacted]
Customer Insight & Resolution Centre: [redacted]
Email: [redacted]@bellaliant.ca
-----Original Message-----
From: [redacted] mailto:[redacted]@gmail.com
Sent: Wednesday, December 16, **15 6:00 PM
To: [redacted], [redacted]
Subject: Re: BELL ALIANT INTERNET SERVICE
Hi [redacted]. The discount rate of $[redacted] plus tax was because we were a new customer and probably under a 2 year contract. As I understand, contracts are now a thing of the past. Our new price is now $[redacted] plus tax for " ULTRA HIGH SPEED" internet. That is way over priced even if it did work most of the time, but it doesn't, and you have admitted that we do have problems in our area with slow speed. I would think that Bell could afford to discount rates of affected customers until the situation is corrected, and not just by $** either. That is a slap in the face to us. With Bell being the only choice here on [redacted], having that monopoly here comes with responsibilities. Thank you, [redacted].
Complaint ID#: [redacted]
Business Name: Bell Aliant
You recently requested our help concerning a problem with the company named above.
The company has not responded to the Revdex.com to date. If you have heard from the company please contact the Revdex.com at [redacted]@ap.Revdex.com.org.
We encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint.
Click here to go directly to your complaint.
Sincerely,
[redacted]
Marketplace Counsellor
[redacted]@ap.Revdex.com.org
Initial Business Response /* (1000, 5, 2016/05/18) */
This is actually a [redacted] complaint however; I worked with our partners at Bell and confirmed that a refund cheque was mailed today to the customer from Bell in the amount of $[redacted]. The Satellite TV account was confirmed...
disconnected and this refund clears the account. Bell Aliant has closed the file to the satisfaction of the customer.
Final Business Response /* (1000, 9, 2016/05/24) */
[redacted] Representative spoke with the customer and agreed to provide the additional $[redacted] credit, which will be processed as a refund to the customer after the June bill is generated.
I apologize to the client for the poor experience. I have called and gave him my cell number asking him to call me to insure that I make this right and at least have the opportunity to speak to him directly. I will be sending the 59.00 back to him because our goal is to provide positive experiences...
to our customers. I would like to mention that we are a company that tries to be upfront with everything that we do. The need to be upfront with our service fee is of the upmost importance and appreciate the feedback. The technician that was there has been through a extensive professional training program for technical plumbing both hands on and book. He is enrolled in the state certified apprenticeship program. We have the upmost desire to insure quality work is completed when any work is done. Our company does have licensed technicians as well. We believe in respect therefore would never sell, trade or pass client information outside of our organization.
Initial Business Response /* (1000, 5, 2016/07/11) */
Called and spoke to [redacted] concerning Bell Aliant account that was set up in error. Advised [redacted] balance is cleared and nothing is owing. Advised credit department as well to ensure no further collection attempts. This has been resolved to...
customer satisfaction.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for all your help in resolving this matter. Bell has zero'd my account and contacted their collection agency to close the claim.
Initial Business Response /* (1000, 5, 2017/06/20) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Bell Aliant provided an increase to the amount of the customer's monthly credit from $[redacted]/month to $[redacted] which brings the overall...
monthly charge to $[redacted] + tax which is the amount the customer was originally quoted. Please note that all prices are subject to change.
I rerated the June bill statement which provides you with a credit adjustment of $[redacted] + tax
I rerated the May bill statement which provides you with a credit adjustment of $[redacted] + tax
Bell Aliant apologized for the billing error and the inconvenience this has caused.
The customer acknowledged receipt and acceptance of the email however; did not accept that all prices are subject to change. Bell Aliant referred her to our Terms of Service.
Bell Aliant has closed the file for this customer.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mr. Wisler told us before Memorial Day (May 26, 2014) that he was going out of town, When we did not hear back from him, we called him on Saturday, June 14, 2014. to make sure we were still scheduled to begin on Mon. June 16, 2014. He came by that afternoon and told us that he had been out of town and had been sick, and then told us what we needed to do by Monday. We explained that we would not physically be able to move the appliances and furniture, and he said his workers would do that. We immediately began packing the contents of the cabinets. We worked continually the rest of the day on Saturday and Sunday, into the early hours of Monday morning, at which time, we ran out of boxes. When the workers arrived on Monday, we explained that we ran out of boxes and Mr. Wisler brought plastic tubs and his men helped finish the packing. We were told that a plastic dust barrier would be put up prior to the work being started. We were also told that a plastic runner would be put down to protect our carport and to prevent dirt from being tracked into the kitchen area. Neither was done prior to the start of the job. The kitchen and bath demolitions were done without any dust barrier in place. A few days later, we asked why these two things were not done and were told that they should have been. It was at that time that these two things were done As the workers began to demo the kitchen, some men tried to deliver the dumpster for the materials to be discarded. They brought one that was too large. When they tried to get a smaller one, they were told that they did not have any more small ones. They brought a dump truck instead. This was not a problem, as we did not have a large amount of material to throw away (we chose to donate the old appliances and cabinets). We were, however, disappointed, at the lack of planning or breakdown in communication concerning the dumpster. After the plastering was done, we were not pleased with the work and asked that they come back to do a better job. We also had concerns with the painting and asked that they come back to do a better job. The flooring was not done according to the original plan ( placement of tile and carpet), so we had to get the flooring men to come back and put tile in the area where they had extended the carpet too far (the hall closet door would not close because of the carpet and we had wanted tile there.) Because there was not enough tile to do the configuration we had wanted, more tile had to be ordered and we had to wait for the tile to come in. We had a lengthy list of concerns that needed to be addressed and though it may have caused the job to take more time than anticipated, we felt justified in making these concerns known. We also felt that these matters should be fixed since we were expecting quality work for the money we were paying. We did not view this work as being done "for free", as we were paying for the work to be done to our satisfaction. As an example, his subcontractors had to come back on more than on occasion, to do work that was to have been finished after his employees had done the preliminary work. The preliminary work had not been completed! The delays were because of their hold up., not ours. A red flag should have been sent up , when we did not sign a contract prior to the start of the job. When we began having lots of concerns, we inquired about a contract, in case we need to cover ourselves. Mr. Wisler came by and offered a contract, but told us that he typically does not have a contract signed by his clients (just have never needed to have one). We did not sign the contract because we did not want to create any animosity. Also, there was not a building permit for the work that was done. With the amount of demolition, electrical, and plumbing work to be done, we questioned why there was not a building permit. He said that he typically does not need building permits. No inspector ever inspected any of the work. We spoke to Mr. Wister at the Fall Home Show at the Roanoke Civic Center (Fall of 2014), and told him we had a few concerns and would like for him to come by. He wrote down our name and number, but he never contacted us. When we attended the Spring Home Show(2015) at the Salem Civic Center, we again approached Mr. Wisler and told him we still needed to see him about our concerns. He set up an appointment (on his tablet) and came to see us on Thur. April 9, 2015. We showed him the areas of concern and he said he would get back to us on Friday or Saturday, April 10 or 11, either by phone or text message. We did not hear back from him until Tuesday, April 14. He asked if his worker could come by on Tuesday afternoon at 4:30 or so. That time did not suit (my wife would not be able to be there) and then he asked about Wednesday afternoon. When we asked about how long it would take, we did not get a response. According to his note, we were not willing to let them come by at that time. This is not the case at all. We simply would like to be present when the work is being done, to ensure that all concerns are addressed and that the work is done to our satisfaction. ( My wife works with the school system and I do volunteer work after school, so we had suggested that we wait until school is out, so that we can both be here to oversee the work.) The work is tentatively scheduled to be done on Saturday, May 2, 2015. No time has been discussed, or agreed to. We chose Wisler's company to do our projects because we had gotten a recommendation from some friends, and we were impressed with the time and effort he put into taking us around to select flooring, cabinetry, and countertops. Unfortunately, the process and workmanship were very disappointing and the job was very costly for the quality of work that was done.
[redacted]
April 8, 2016
Revdex.com of Greater Maryland
RE: Revdex.com ID# [redacted]
[redacted]
American Residential Services, LLC
D/B/A ARS/Rescue Rooter (“ARS”) has received your email...
dated March 31, 2016,
regarding the above-referenced complaint.
Thank you for bringing this matter to our attention and allowing us the
opportunity to respond.
We are currently in communication with
[redacted] to gain a better understanding of the complaint and hope to
achieve an amicable resolution very soon.
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 Janice H[redacted]
at ###-###-####.
Respectfully,
Jason C[redacted]
Corporate Online Reputation Analyst
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12705318, and find that this resolution is satisfactory to me.
I am very pleased with the end results. [redacted] at Bell Aliant was outstanding at handling my case. The resolution is everything I had requested, so in the end I am pleased to say that I am a happy customer of Bell Aliant, once again!
Initial Business Response /* (1000, 5, 2017/09/08) */
Spoke with [redacted]. Addressed his concerns. Feedback provided to agent for coaching purposes. Offered to waive cost of additional receivers. Removed cost of sports theme pack. Reviewed details of existing offer and expiry in 24 months. The...
customer and Bell Aliant are both satisfied with the outcome.
Initial Consumer Rebuttal /* (2000, 7, 2017/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Bell customer service were good to work with, offering complimented services for feedback of my experience. I really feel valued as a customer.
Hello,
We have an outstanding complaint that we have not had a response for yet. Could you please update us on any progress? Thank you.
Regards,
[redacted]
Final Consumer Response /* (2000, 6, 2017/02/06) */
Bell has resolved this issue. A representative from their [redacted] support team sorted it all out for me. They removed the modem charges, late fee charges, and only charged me for what internet services I was provided.
Initial Business Response /* (1000, 9, 2015/01/16) */
Bell Aliant sent the customer the following information:
I have reviewed your Bell Aliant account and here is a list of all adjustments/credits applied to your account (all credits listed before applicable tax):
October 31 ...
$75.00 One-time adjustment for customer satisfaction
November 12 $12.00 One-time adjustment for billing
December 8 $75.00 One-time adjustment for customer satisfaction
You were provided a free PVR for 12-months (savings of $10.00/month) from September 2013 to September 2014.
You were provided a monthly credit of $40.00/month running from August 2013 to August 2014.
You were provided a monthly credit of $20.00/month running from October 2014 to November 2014.
You are currently receiving a promotional credit of $46.00/month running from December 2014 to December 2015.
There were sufficient adjustments applied to your account. If you have any questions, please let me know.
The customer was not happy with the information provided and will look at her options after December 2015. Bell Aliant considers this issue resolved and closed.