Business Profile

Internet Services

Bell Internet (Residential)

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Complaints

This profile includes complaints for Bell Internet (Residential)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

151 total complaints in the last 3 years.
48 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:13/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive been a Bell internet customer for over 3 years and recently moved to a new construction home. As part of the move, I placed a service transfer order. A Bell technician visited on July 25 to install the new modem but discovered that the wire from the Bell box to my home hadn't been run through the conduit. He attempted to push a wire through, but the conduit was blocked. After multiple failed attempts, he submitted a contractor request and temporarily jumped a cable from my neighbors Bell box to my home to get me connected.This temporary setup worked until August 2, when the internet suddenly went out. I contacted Bell tech support, followed remote troubleshooting steps, and was told a technician visit was needed. Despite explaining I work from home and urgently need internet, the earliest appointment was August 6.When the technician finally arrived, he found the temporary cable had disconnected from the neighbors box. He reconnected it, and internet was restoredbut only for about 3 hours before disconnecting again. I contacted **** again and was told another technician would visit the next day. I explained that unless the wire is run through the conduit, this would keep happening. Still, no urgency or escalationjust a response that contractor work wont be done until August 20.This has left me without reliable internet for nearly 3 weeks, impacting my job and causing financial loss. Im extremely frustrated by the lack of accountability and urgency for an issue caused entirely by Bells setup.Update: While writing this, I received a call from Bells Executive Technical Support team asking if the issue was resolved. I had to explain everything again and told them its still not fixed. They promised to handle everything tomorrowincluding the conduit workon their level. I truly hope they follow through. ????
Customer Answer
Date: 13/08/2025
Last name - *****

The issues is now resolved by bell after a long tussle with their tech support team and exec case manager. Internet is working now and they also took care of the conduit issue on priority.
Business Response
Date: 13/08/2025
Dear *** *****,
Thank you for reaching out to us.
I see by the August 12, 2025 memo with our care team that the issue was resolved.
I am pleased that we were able to resolve your issue.
Yours truly,
*******
Customer Answer
Date: 14/08/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *****
Initial Complaint
Date:08/08/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Bell internet price hiked almost 55% in one month, with NO NOTIFICATION of the price hike!I called ****, and they told me that a 2-year promotion was finished; however, they did not have any answers to my question about why they did not notify me in advance.The call ref number is ************
Business Response
Date: 08/08/2025
Dear ***** SABAMEHR,

Thank you for reaching out to us regarding your complaint.

The expiry date for your internet is noted in your monthly billed charges. If you review your monthly bill provided to you, in the section called Monthly charges &credits (before taxes), you can see that it states $50 promo expires July 31,2025.

Yours truly,

*******
Customer Answer
Date: 08/08/2025
Complaint: 23719501

I am rejecting this response because:

Sincerely,

Mahdi Sabamehr
Initial Complaint
Date:29/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I terminated my Bell services on 16 July 2025 and mailed a Giga Hub and Wifi Pod through a courier service as directed by them. There are now two outstanding issue which I've tried to address through Bell chat services and phone calls since then, but **** has not actioned the issues or continually disconnects the chat before resolving the problems. My latest bill is for a full month from 13 July to 12 August 2025, but it should have only been from ***** July 2025. I submitted the cancellation in mid/late June, so there is no reason I should be billed for a fuil month when I only received 2-3 days of service. The second issue is I returned my Giga Hub and Wifi Pod in the same box as directed by ****** equipment return email, but **** has only provided a receipt for the return of the Giga Hub. A Bell chat agent I contacted over a week ago advised that they would correct the issue, but the agent failed to provide me confirmation or a transcript of the chat as promised. In summary, I'm seeking the following resolution:1. My latest bill due on 1 Aug 2025 to be corrected for the services delivered from ***** July 2025, and for any late fees to be waived until the corrected bill is issued; and 2. A written confirmation that **** has received the Wifi Pod I returned.
Business Response
Date: 31/07/2025
Good day,

On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.

I have reviewed your account and can confirm the service is currently cancelled. All sums charged as of July 16 until August 12, 2025 will be credited back to the account as of the next billing cycle. Please allow one to two billing cycle for the reception of the pods to reflect on the bill.

Kinds regards,

Regards,
Ariel
Bell Canada
Customer Answer
Date: 31/07/2025
Complaint: 23662159
I accept the response regarding the billing correction.
I am requesting an email or response confirming that **** recieved the returned Wifi Pod I returned. I have been promised that response for over month now by ************* Service, but have not recieved it to date.
Sincerely,

***** ******
Business Response
Date: 05/08/2025
Good day

On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.

I have reviewed your account and can confirm that *********** has received the modem. I am committed to follow up 5 days after your next two bill date cycles on August 18th, and September 18th and waive any possible non return fees for the pods that may be posted to your account.

Kind regards,

*****
Bell Canada
Customer Answer
Date: 10/08/2025
Complaint: 23662159

I am rejecting this response because **** still hasn't provided me with a receipt or email confirming they recieved the Wifi Pod, despite promises to the contrary.

Sincerely,

***** ******
Initial Complaint
Date:23/07/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My internet connection have been spotty the 1.5 months.I called bell technical support due to the frequent disconnections of service. A technician was sent who said there was issues with the wires but couldn't figure out the issue entirely and left. Over the next week the internet connection became worse and I called the technical support line again.1. The support line person said my internet keeps dropped because I am not paying for high enough bandwidth and have too many devices connected. My ******************** is fine and that bell will charge me 75$ for a technician to come back out again. I have smartswitches that are connected but are dormant so dont take up any bandwidth. I asked for a manager said he will call back with a manager and never did.I escalated the issue to Executive complaints email and ******** sent out another technician who rewired everything and replaced the modem. The internet connection was fine for 3 days then just went out. No internet connection at all 2. I called technical support again *** this time I was told I was given a faulty modem and I myself need to take this new modem i got 3 days ago to the store to replace or be without internet till it's delivered. Spoiler alert: the modem is fine.I told them Executive complaint lady ******** this and she sent out another technician who finally figured the issue out.Street connections between my street box and another box has been damaged, something regarding a BSW wire. Broken cables underneath the streets need to be fixed. Technician managed to establish a week connection while the repairs happen. Asked me to call tech support to address no IP address issue. I was treated like trash by 2 tech support and cold transfered to wrong department twice.Another technician who was supposed to come but I never heard back. I figured it out on my own and currently my speed is 13mbps instead of 50 that I am paying for after having no internet for days.
Business Response
Date: 24/07/2025
Good day,

On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.

I have reviewed your account and am pleased that you have been in contact with an agent from the Executive Office. As you have indicated that your concerns remain unresolved, I have requested that the agent contact you.

Kind regards,

Ariel
Bell ******
Customer Answer
Date: 07/08/2025
Bells response is not accurate I am in contact with escalation and its currently being mitigated
Business Response
Date: 07/08/2025

Good day
On behalf of *************, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.

I have reviewed your account and am pleased that you are in contact with an agent from Tech Support.

As such, I will leave the resolution in their hands.

Kind regards,

*****
Bell Mobility
Customer Answer
Date: 08/08/2025
Complaint: 23618575

I am rejecting this response because:
While I am in touch with tech support and receiving help the issue is on going and I am not receiving 50mbps internet I signed up for. Last night I didnt have internet at all and this morning tech support was able to establish a low profile connection of 16mbps much lower than what I signed up for. What I require is compensation for (a) not receiving what i paid for (b) the absolute hassle. Tech support cannot provide me that. And if you are going to contact kindly advice which team you are contacting from and leave a direct line. Its impossible for me to know who is leaving me a voicemail when both teams are referred to as escalation teams.

Sincerely,

Faiza Rafa
Business Response
Date: 20/08/2025
Tell us why here...Good day,

On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.

I have reviewed your account and am pleased that you have been in contact with an agent from the Executive Office. As you have indicated that your concerns remain unresolved, I have requested that the agent contact you.

Kind regards,

Ariel
Bell Canada
Customer Answer
Date: 21/08/2025
Complaint: 23618575

I am rejecting this response because:

I have not been contacted by Executive office in 2 months I have asked the Executive tech team to have the ** side call be now 4 times to discuss adjusting August's bill anf have not heard back.
**** keeps responding they have connected with me yet no one has.

Sincerely,

Faiza Rafa
Initial Complaint
Date:15/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June 2025, we changed from **** to ***** for internet, and phone. **** was contacted, and a tech was sent to disconnect the internet at the post to our residence, as well Bell confirmed they received the modem which i returned to ******* july, they continue to send a bill for charges to internet as well as the modem.When contacted, they confirm, yes they disconnected the service and yes they received the modem, however they say we did not cancel the services with them. (Duh). I should not have to pay the monthly fee of $149. which includes $7.00 for the modem which i do not have, they have it in their possession.
Business Response
Date: 16/07/2025
Good afternoon ***,

On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.

I have reviewed your account and can confirm that your internet service was canceled on July 8, 2025. There was no prior cancellation request for June, as a goodwill gesture I have backdated the cancellation to June 3rd 2025. I have also adjusted the remaining balance on your account to $0.00. The adjustment will be reflected on your August invoice.

Kind regards,
******
Bell Canada
Initial Complaint
Date:14/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bell owes me $224.87, which was supposed to be fully refunded after I returned the internet equipment. However, to this day, I have not received this refund.I called them many times in the whole year, I received cheques from Bell, but both were withdrawn by the bank because either bell payment stop or duplicate payment. Therefore, I never received the refund that Bell owes ********, my case manager from Bell, which is my internet service provider, told me that the refund they issued which is clearly shown as a check on my bank statement was actually the same check I had successfully deposited earlier. However, the money was later withdrawn because **** issued a payment stop on that check.Despite this, the case manager only asked me to argue the matter with my bank and said that **** cannot provide any proof or documentation that the payment was made. When I asked for evidence, he simply said, Do you really think **** would care about just $200? implying that Bell must have paid, without offering any actual proof.She made it clear that **** is not willing to process any further action or reissue the refund, and instead placed the burden entirely on me to argue with my bank without any supporting evidence. That is the extent of what **** has done to resolve the issue.I am still unsatisfied because ****:Cannot provide any documentation to prove they paid me Acknowledges that the check was payment-stopped, but refuses to reissue it Has not credited my account or offered any resolution, and Is asking me to resolve this with my bank, without any evidence to support my claim
Business Response
Date: 14/07/2025
Good afternoon ******* **,

On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.
I have reviewed your account and am pleased that you are in contact with a Case Manager on July 6th 2025. Their notes indicate that a refund of $224.87 has been re-issued.

Kind regards,

******
Bell Canada
Initial Complaint
Date:09/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** has been an absolute nightmare of a company to deal with. My internet has been out for 2 weeks in my building. Originally their first ********** told me it would be fixed by July 2nd. Since then its been the worst. That first ********** didnt book any fix and instead wasted my day. I work from home and need this internet for my literal livelihood and theres no urgency to fix this. They need to rewire new lines and multiple units are affected but it is like pulling teeth. My sons online tutoring that I pay monthly for hes missed 2 weeks on so far all while Im not even able to work my job. Bell internet is quite literally ruining my life and I am getting to the point of cancelling with them completely. Even escalating to a manager I never hear anything back. If my internet isnt fixed by the end of this week itll be time to start calling other companies. If this is what I can expect when they need to fix something in the future? Wow. This has been an absolute nightmare. They dont care that theyve put my job at risk. Completely unreliable and Ive had enough.
Business Response
Date: 09/07/2025
Good day *******,
On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.
The service outage is due to a damage cable in your building which is affecting multiple units. A specialized Riser team is engaged to address the issue. The repair is scheduled for July 14th.

Kind regards,
******
Bell Canada
Customer Answer
Date: 09/07/2025
Complaint: 23574483

I am rejecting this response because:
I have been told this many times now. I am constantly being told someone is coming to fix it and then they only send someone to look at it and theyll book a repair so at this point Ill believe it when I see it. I was also told this would be fixed July 2nd and that clearly did not happen. This isnt resolved until the internet is fixed. You saying it will be resolved at this point youve lost my trust. By the way Im going to be going on my third week without being able to work. Not that anyone at this company cares.

Sincerely,

******* ****
Business Response
Date: 14/07/2025
Good day *******,
I have engage our Field services team and they confirmed that your service is restored.
Kind regards,

******
Bell Canada
Customer Answer
Date: 11/08/2025
This is now the second time that my internet has stopped working and Bell is once again giving me the run around. Last time it took 2 weeks to fix and cost me 2 weeks of pay from my job which they have absolutely zero remorse for. Now once again I had to miss work again while their staff gives me the run around. I had a technician appointment booked for Saturday morning and suddenly it seems to have completely vanished from my account. Once again **** is playing games and gaslighting. Honestly at a point where Im considering speaking to a lawyer and DEFINITELY planning to switch companies. But in the meantime I need the internet I PAY FOR fixed so I can work my literal job. They have no problem taking my money yet dont care if they cost me my job.
Business Response
Date: 11/08/2025
Good day *******,

On behalf of ***********, thank you for contacting us. We appreciate the opportunity to address your concern.

I have reviewed your account and am pleased to see that you connected with our **************** team. Their notes indicate a technician was dispatched on August 9th and confirmed that your internet service was restored.

Sincerely,

******
Bell ******
Customer Answer
Date: 11/08/2025
Complaint: 23574483

I am rejecting this response because:

I had a feeling an agent shut off my services due to me advising them I would be giving their customer service and a 1 star review. The technician was also confused why my service was cut off. It seems **** agents like to play games so I will be switching to ****** this week. I am absolutely done with how your company treats people.

Sincerely,

******* ****
Business Response
Date: 14/08/2025
Good afternoon *******,

On behalf of ***********, thank you for contacting us. We appreciate the opportunity to address your concern.

I have reviewed your account and am pleased to see that you connected with our **************** team. Their notes indicate a technician was dispatched on August 9th and confirmed that your internet service was restored.
If you are still experiencing technical issues, please contact our Technical support department for assistance.

Kind regards,

******
Bell Canada
Customer Answer
Date: 18/08/2025
Complaint: 23574483

I am rejecting this response because:

I have opened an account with ****** and will be cancelling with Bell this week - although my service is back on it appeared to be deliberately shut off by one of their agents who wasnt happy I was going to rate the customer service 1 star. As I use the ******************** for my work - clearly I need a more reliable company.

Sincerely,

******* ****
Initial Complaint
Date:24/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is **** *****, and Ive been a Bell Wi-Fi customer for over 1.5 years. On June 13, 2025, I found my internet was not working. I called Bell and followed all troubleshooting steps on my Modem 3000. The issue wasnt resolved, so I was told a new modem would be sent within 2 business days.I received the replacement on June 16, but even with customer support, it did not work. Later, I was told the modem was defective and that another would be sent. This second modem never arrived, despite waiting and following up multiple ******** total, Ive been without internet for over 5 days. Ive spent hours on hold, repeating my issue, and received inconsistent responses. One representative was especially rude and refused to assist me when I couldnt access my account number, even though I offered alternative verification methods. His attitude was aggressive, lacking all empathy.This entire situation has caused me significant stress. I was unable to run my business, missed important tasks, and couldnt speak to my family. The mental toll, paired with the service outage, has deeply affected **** am requesting:Immediate resolution and service restoration A formal apology Fair compensation for the service disruption, lost time, and emotional distress Review of customer service conduct If I dont receive a response within 7 business days, I will escalate this issue to the **** and consider legal action.Sincerely,**** ***** **** Account: ********* Phone: ***********]Email: [*********************************]Date: [18 June , 2025]
Business Response
Date: 27/06/2025
Good day

Thank you for sharing your experience with us; we appreciate every form of feedback.

On June 18th, you contacted client care to cancel your internet service effective the following day. Due to six days of prior service interruptions, the agent issued a one-time goodwill credit equivalent to seven days of service.

To avoid additional charges, please return your Bell equipment within 30 days.

*************************************************

Ariel
Bell ******
Initial Complaint
Date:10/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my Bell internet services in April of 2023. At that time, I had been making my payments by preauthorized payment. The preauthorized payment was not cancelled along with the services. As a result, automated payments continued. I now have a credit of $2,198.98. I have requested payment on several occasions. **** reported that they were sending a cheque, but the cheque did not arrive. **** reported that they sent me an email requesting additional information but were unable to forward me the email or provide me with the persons email address or my support ticket #. **** is now requesting proof of payment transactions from my bank that are older than 12 months and not available online. Attached hereto is my account showing the credit. Attached hereto is my Bell payment history showing the money I have paid. I believe that **** has sufficient information to refund me the money owed.
Business Response
Date: 11/06/2025
**** *******,
There are notes that you spoke to an agent on June 10th that advised you provide our refund team with proof of the payments at ****************** and once you are able to do that a refund will be sent to the address that we currently have as your billing address.
This is necessary because of the high amount that is being referenced and for our customers security.
*******
Customer Answer
Date: 11/06/2025
Complaint: 23449569

I am rejecting this response because:
I brought the need for the refund to ****** attention. I was not asked for ************. The agent was clear that they could see all my payments coming in and that I would be fully refunded. I was told that I would be sent a cheque. The cheque was not sent. My first call involved being on the phone, put on hold, and took hours to complete.
When the cheque did not arrive, I followed up with the Bell. I escalated matters. My second call involved being on the phone, put on hold, and took hours to complete. I was told that I would be refunded. No refund has been received.
Now, due to the passing of time, the Bell system no longer shows older records beyond a few payments. My online bank records only go back 12 months. My third call involved being on the phone, put on hold, and took hours to complete. I have one account. I have always made payments from the same account. My Bell account shows my credit. I should not have to attend my bank physically to pull up records solely because **** has delayed in issuing my refund and now their system is no longer showing records. I have printed off the current records, inclusive of my payment history. This process has been time consuming. **** simply needs to refund my money.
Sincerely,

**** *******
Business Response
Date: 13/06/2025
**** *******,
*********** has a specialized department that handles such cases.
It is not solely the fact that it is a misapplied payment that a refund is being requested for. It is the fact that this is now a substantial sum of multiple payments and we want to ensure that the customer matches the funds as we do our best to minimize any fraudulent activity is occurring to our customers.
As such, please forward your note and corresponding bank info and screenshots to ************************* so they can investigate and get your cheque out to you ASAP.
Also please ensure that your address is correct in our system so that the cheque is sent to the correct place for you.
*******
Customer Answer
Date: 13/06/2025
I called Bell. No one answered.
Attached are the transactions.
As Bell is more that aware, all payments came from my account, a single account, and were received by ****.
The funds should be returned to me without question.
There is no risk of fraud, just undue delay by ****.
****
Initial Complaint
Date:04/06/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to report an issue I experienced with ****, in which I was charged three times for a modem I had already returned. Some time ago, I began experiencing technical issues with my internet connection. I subscribe to Bells most expensive internet package as I rely on it for work. When I contacted Bell support, they diagnosed my modem as defective and sent a replacement by mail. However, the replacement modem did not work either. Despite assistance from three technical support agents over the phone, the issue persisted. I called again and was told a technician would visit with a new modem. When the technician arrived, he did not bring a new modem but managed to get the mailed one working.Following Bells instructions, I returned the broken modem using the provided return label. Nevertheless, I received a letter from **** claiming the modem had not been returned and that I would be charged. I immediately contacted ***************** explained the situation, and asked the agent to make a detailed note in my account. He did, and reassured me that if I was charged, I could call back to resolve it.On May 26, 2023, **** charged me three separate fees of $199, totaling $597, for the allegedly non-returned modem. I called **************** again. After waiting for a loyalty agent named *****, she reviewed the case and acknowledged the mistake. She told me the amount would be refundedbut only as a credit to my bill over two or three billing cycles.I find this deeply unfair. In my opinion, Bells equipment return tracking process is flawed, and the burden of proof unfairly falls on the customer. Not only was I charged three times for the same issue, but I must now pay credit card interest on those charges while waiting months for a gradual credit refund. I instead pursuing an immediate refund of the amount.
Business Response
Date: 05/06/2025
******* ******* Noa,
We have adjusted back the charges for the non- return of your modem in error.
I have reversed the payment made on your credit card back to your card that should be back on your card within 48 hours.
You currently have a balance owing of $87.99 which you can pay as a one time payment in your MyBell once you get the money back on your credit card.
We apologize for this billing error and I am happy to have fixed it for you.
*******
Customer Answer
Date: 16/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******* ***

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Bell Internet (Residential) is NOT a BBB Accredited Business.