first world problems

(a complaint letter I sent to Bell Canada just now...)

In mid April, before leaving for India for six months, I made some changes to all of my services with Bell. I do this every once in a while to keep my costs down. And also to remind you guys that I've been a paying customer for more than seven years.

- On April 10th, I got a reduction on some new promotion for my landline and internet services, confirmation number number 26821282. It doesn't seem like those changes have been enacted yet. That was more than two months ago. Please fix this and credit my account.

- On April 27th, I canceled the RAI/Telelatino package which was $10/month. I'm still being charged for the Telelatino portion, which is ridiculous because I ordered them together (I HAD NO CHOICE!) and wanted to get rid of them together. Check my records and you'll see that I never had one without the other. The eChat guy or girl was not helpful at all and then disconnected the line when I asked to speak to a superior. I want the charges for April and May reversed. You guys sell this package together and when it comes to removing it, suddenly you have to do it separately. How convenient. Please credit my account the $14 I paid for no reason.

- And finally, just before April 24th, I temporarily suspended my phone for six months and was told I'd only be charged $15/month to keep my number. That eChat rep for Mobility told me everything looked fine from Bell Mobility's side and there was nothing more he could. But my OneBill shows that I'm being charged the same amount as if my phone is still active, This is what is being charged to my credit card, by the way. There is obviously something wrong with the OneBill system and so I'm being charged for services that are no longer active. Please fix this and credit my account.

I'm so frustrated with Bell right now. Your company is too large. You have too many departments and none that overseas them all. Almost no one that answers the phone or chats with you online can never actually do anything to solve your problems; and they can never seem to put you in touch with a superior who can. Every time I make changes to my account there is always some screw up and it always involves you guys charging me more or the same for things I am not using or never asked for. Now I'm in India and I can't waste time and money calling the retention department - the only department that seems to have truly qualified customer service people working. Only when your business is threatened do you suddenly become capable of problem solving.

PLEASE SETTLE ALL THESE ISSUES AND CREDIT MY ACCOUNT AS SOON AS POSSIBLE.

This will have to be done by email. There is no way I'm spending another second of my time or money dealing with customer service. Please provide me a detailed account of what went wrong with all these issues and explain why any charges that I am asking to be reversed are not reversed.

I am keeping a copy of this message. If I do not get an adequate response the next person who will get this message will be a consumer agency group. Thank you.

Rob