I had been leasing a PVR from Bell ExpressVu each year, and somewhere around Sept 2007, the hard drive failed. After troubleshooting with support they agreed to replace the reciever, and send an empty box to return my old PVR. I recieved the new PVR, and returned the old PVR in the box ExpressVu sent me. After about a week or so, I got a second empty box to return a PVR, which I did not have. (I had the new one on lease until Nov). I ignored it, thinking it was their mistake.
In December they had charged me $500 for the unreturned receiver. I called them on Dec 13th and they accepted their mistake, cancelled the charge and said it will be sorted out in my next bill. The Jan bill came and I saw the charges again, with late payment charges. I thought they would clear it in the next bill. Then soon after, I got a voice mail from the Bell Credit and Collections dept asking me that I pay all the $575 with soon. I called the ExpressVu rep for the 2nd time on Jan 13th and the she apoligized, and cancelled the charges again.
Yesterday (Jan 29th) I got a call again from the Bell Credit and Collections and asked me to pay the bill. I said it is not my fault that the ExpressVu did not let them know. She asked me to call ExpressVu and clear the matter. I called ExpressVu rep (3rd time) and she said the same thing as before, that the charges will be cancelled in the next bill and they had already let the Billing dept let know about this on Jan 9th, 2009. (How absurd? )
I called Credit and Collections and they demanded that I pay the $575, now until it is credit in my bill. I refused and asked to speak to the his Supervisor. Then he decided to make a note on the account and clear the matter. I was annoyed by this whole episode, and asked that he let me talk to his manager. He asked me to holdon, and after about 5 minutes the phone was disconnected.
I have been a loyal Bell customer (Phone, ExpressVu, Internet) for more than 10 years. Their service is really pathetic, and I recently changed my tv to Rogers (not that their any better).
I hope someone note of this complaint, and do something about their incompetent staff. Also each time I did not pay the bill they had charged me a "Late Payment fee Unregulated" which I will never get back, and which is their mistake. I wonder how these companies with bad customer service and incompetent practices survive, scamming on unsuspecting individuals. Shame on Bell!!!