Bell Data Usage Billing Issue! HELP!

[NixLax]

I am a fairly new bb user (bought the Tour through Bell approx 3 months ago)...

I am currently in a dispute with Bell over my unpaid data usage. I have a cap of $200.00, so once it reaches that amount owed - my bb gets de-activated.

The last time I checked I had a CREDIT of $80.00 on my account, so I thought everything was going ok.

Then one day last week my phone was de-activated.

I called Bell and they told me that due to my high data use I exceeded the $200.00 cap. I average about 20 Mb per month. So I was shocked.

After reviewing my account, it appears that I have been billed for a one time 10 GB download!!!!!! Costing me $226.00.

I explained that I do not use my bb as a modem, nor do I download movies, music or the radio. I am a pretty basic bb user - that goes on the internet the odd time to use Google, watch movie trailers or get NFL updates. I explained that I have the Tour so I don't even have Wifi, nor do I have a media or memory card installed.

I contested the charges, and Bell apparently did some kind of data report - (the result came back yesterday which according to Bell the download was down on my device). So Bell said pay the charges.

I know for a fact that I have never downloaded a file this large, and in my limited computer experience - I know that 10 GB of data is a MASSIVE amount!

I have spent 4 days speaking with various managers and Bell reps - they claim that they cannot sent me the results of the data report, nor can they say what the one time 10 GB file is.

I asked that this issue be taken up with a higher level of management, and I am still waiting to hear back from Bell. This has been an extremely frustrating experience.

Has anyone else had a similar experience? Any suggestions on my next course of action? I'd appreciate any feed-back!

[word_play]

one time download of 10gb?? Dont know if you are a member, but try howardforums.com ...they have a specific section for each carrier, bell being one of them. They might be a little more help dealing with this particular bell issue.

[steps]

WOW!! I have a BB Tour and a WinMo phone I use to teather and I have NEVER exceed 1GB a month (and I use youtube alot) and on the Tour NEVER exceed 100mb. I call BS on their billing since it's IMPOSSIBLE to DL 10GB+ on a BB with NO WIFI. Even with Wifi it would be extremely hard I don't know how Canda works, but if they can't provide proof to you, they can't charge you.

[rgarling]

Exactly, I agree with you steps!!

OP- Did they say the download was to your phone or to your computer? You already said you don't tether so it is impossible to download 10GB worth of stuff on a tour! Tour doesn't even hold that much space, how incompetent are the CSR's for bell?

Can you take it in to a store and speak to a manager? I would show them your phone and everything so they can check it all out. That's ridiculous.

[GG1]

Eh.... Doesn't surprise me from Bell. They are seriously the worst company when it comes to customer service. I am counting the days of when my contract expires with them. OP keep fighting this... Hope it gets resolved.

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[NixLax]

Thanks for the posts guys. I just returned home from a vacation, and my bb has been de-activated.

I will be putting on the boxing gloves today with Bell. I'll post the outcome.

[GG1]

Originally Posted by NixLax

I will be putting on the boxing gloves today with Bell. I'll post the outcome.

Go for the knockout..... Good Luck!

Posted from my CrackBerry at wapforums.crackberry.com

[NixLax]

HERE'S THE OUTCOME BB FRIENDS:

After work I went directly to the nearest Bell Store and told the Assistant Manager about my data billing issue. Thank goodness I ran into Dan K. - who was very helpful and knowledgeable.

I printed off and brought a copy of my bill so he could review it, and he told me that just by looking at it, he could tell that there was a billing error!

According to my bill, it appears that I downloaded 500 MB of data per second, for 16 seconds - totalling over 10 GB!

I told him that I have spoken to many Bell Reps and Supervisors and have gotten many different versions of how I did this (first I was told that I used my bb as a modem, then I was told that I downloaded one large file that was over 10 GB, then I was told that I downloaded multiple movies, no one really knew the answer).....

I also advised the manager in the store, that I disputed the charges and that Bell conducted a "Data Review Report". This report concluded that the downloads - yes, all 10 GB of data, was done on my Tour. Sure.

I asked the manager to look at my bb to verify that I was telling the truth.

He told me that since I am a new user (only 3 months), that he could read my Lifetime Data Usage right from my bb.

In case this may help out other members - you go into "Options", then "Status". Once at that screen, type in B, U, Y, R

Afterwards, you will see additional information pop up below. Including your BB Data Usage from the day you purchased it. This is a feature that they use in the store when people bring their bb in for a return within 30 days - to verify the data and phone usage.

Well, the LIFE TIME DATA USAGE on my Tour was - get this - 452 MB. Yes, 452MB. NO where NEAR 10 GB......does that not sound like concrete proof to you??

I asked the assistant manager at the store to call Bell on my behalf, which he graciously agreed to do. This guy was a god-send I tell you!!

He spoke to someone in Tech, who agreed with his finding, the Tech person then connected to Billing and explained the sitution to them. It all seemed to be going smoothly that the charges would be reversed and I would be compensated in some fashion - when a SUPERVISOR named REHAN entered the picture.

The supervisor on the phone advised me that the Data Report conducted by Bell already proved that the charges were valid. I told him that I was IN THE STORE and had a BELL ASSISTANT MANAGER with me to verify my data usage.

Luckily the assistant manager jumped in and explained the situation AGAIN to the REHAN, and get this - he didn't believe him.

He told the manager in the store, yeah well, I can't see the phone. This report shows otherwise. Even when the manager told him it was IMPOSSIBLE FOR ME TO DOWNLOAD 10 GB in 16 SECONDS, he still didn't believe him. The manager was very upset and passed the phone back to me.

I asked to speak to another supervisor.

REHAN told me that he would have to put me back in cue. I had already been on the phone for an hour and a half - so I DEMANDED to speak to another supervisor. He asked to put me on hold for a few minutes.

REHAN came back on the phone and told me that he was going to give me the BENEFIT of the DOUBT as a new user and credit me back the amount.

Gee thanks.

When I asked him about any kind of compensation for 2 weeks of stress and a de-activated bb which affected my employment - he told me nothing, that he was doing me a favor by reversing the charges.

GEE thanks.

Long story short, this was a painful experience with Bell and I plan on writing a letter to their Executive Office.

I think that their billing system needs to be more transparent, their Data Review Process needs to be looked at, and their BILLING REPS and SUPERVISORS need a better understanding of HOW bbs use data.

It doesn't take a rocket scientist to understand that downloading 10 GB in 16 seconds is IMPOSSIBLE. At least here, on earth.

I'm not done boxing with Bell just yet.

Nix

[dreppucci007]

Wow, that's awful...Glad it all worked out for you in the end though.

Thanks for the tip about finding data/voice usage, too!

[Zolutar]

wow, just ...w o w....

the sad part is, this isnt just limited to bell. the way any company's customer service procedures are designed that issues like this get caught in the cracks. I find also with many companies the red tape to get through to someone who actually knows what they are doing frustrating.
Glad to hear you got it sorted out.

[PierreC]

I clicked Options/Status and typed B, U, Y, R and it did indeed identify Data Usage, Voice Usage, and IT Policy (which in my case is disabled as I'm on BIS).

I presume the total amount appearing the Data Usage is the total for a month - am I correct???

BTW - Reminds me of the problems my brother in law in Toronto had with his bills from Bell for my sister and his cel phones. Like you, Bell kept overbilling him even after assuring him that they had corrected the problem. He eventually told them to put their cel phones where the sun doesn't shine!

[Netman2008]

Unbelievable Stupidity !!!

I had a 7 month ordeal with Bell myself. I finally told them enough is enough you have to the end of the month ( 8 days left ) to fix this or terminate my account with NO charges fees or strings. I have since changed to Telus and so far it has been good but I have great sympathy for you.

Good luck

[lorrix]

Wow. I'd be running away with my hair on fire, after writing everyone and anyone involved with that company that's above the "supervisors" and tech geeks you dealt with. Wouldn't hurt to let them know that you were amazed to learn that you weren't alone in your experience with their company after you posted on message boards that you regularly visit and heard a ton of horror stories about them.

Bad business. No business is perfect but that...that's just bad ><

[GG1]

Yep Bell really sux but they have great coverage. They are the equivalent of VZW in the states. And now with their new hspa network AND choice of phones (Tour,Bold 9000,9700,iphone) makes them one the best with Telus. I hate Bell because of their customer service,but if they can get that part right, they would be really hard to beat.

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[Kilblaan]

HELP!!

We have a BIG problem with our Bell Mobility account!

I have Blackberry Playbook which I use with a Bell Internet stick and a D-Link 412 (mobile wireless router). We live in a rural area and the D-Link is password protected (caps & #s). We also have an Acer netbook that was used on the D-Link 412.

We have two Bell Internet sticks a 760 and 998 ... just before the problem began we transferred the cell # which was hardwired into the 760 to a new SIM card for the 998 and then retired the 760.

We are computer literate and we were on the Bell Internet stick flex plan as we are VERY aware of not downloading large files, streaming movies etc.

On Nov 20th there were 186 connections within a short period of time then again on the 21st there were 308 connections ... then the fun began - it started with fairly minor downloads of 540mb on the 22nd and every day thereafter, starting on the 27th things went ballistic and by the 13th of Dec we were at 32gb. We are looking at a current BELL bill in $700 range.

We have only called Bell once yesterday and talked to billing which were very pleasant and said basically they were probably updates for Windows/Jave/Adobe and that we should not download movies and watch u-tube - DUH!

We didn't have any 3rd party apps running to monitor cell usage ... plan to put the Bell Internet stick into my netbook and check what records are on the USB stick ... what other things can I check.

How should we prepare our case to tackle Bell? ... was going to call technical support next then head over to the local Bell store to talk with the manager there?

Don't think our D-Link was hacked as we are in a rural area and nobody can park nearby etc and too far from neighbours. Could Bell find out which tower was used when the downloads occurred. Is it possible that when we got the new SIM card in the 988 Bell Internet stick that somehow we became vulnerable?

We would appreciate ALL advise at this stage!!