Pat Foran Slays 911 Dragon in Burlington

“Dear Pat Foran,

I understand that Bell Media owns CTV news however this I strongly feel is a story that could happen to anyone and should be publicized.

I am a customer of Bell. I felt others might of had similar issues and wanted to do a public announcement.

I have been a customer of Bell for 5 years. I had a bundle package for (phone, tv and internet).

Over the last years this is what has occurred…

1) We dialed “911” while my friend was having a seizure. The home phone would not connect……twice. We had to use our cell phone and thank goodness they were charged. A technician was sent out, transferred our line to a different box and said this had happened often in our neighbourhood. A heavily senior populated neighbourhood, I might add. The technician, upon completion of switching the lines, asked me to practice by dialing “911” I explained that I would not feel comfortable pretending to call an emergency line for a non-emergency. He said, “I respect that.”

2) We had an appointment for another technician to come out. Cancelled the appointment twice and had a a technician out after two days of calling Bell to ensure the contrary. $84 including tax was added to our bill. We have to “pay it first before it can be credited” according to Bell. I have yet to have the new $84 charge come off. That was Nov. 2017.

3) Cancelled my home phone last week since it does not even work in an emergency. The first person on the phone offered me 13 cents, which is the emergency line fee, as compensation. I actually laughed thinking they were joking. I cancelled the home phone and to my surprise I received an email today that states a technician is scheduled to come an install TV and internet tomorrow  between 7am-12pm. I have had TV and internet for the last 5 years. No need to install it a second time. I spent 4 hours on the phone to cancel this appointment. The first department insisted it was fraud because it did not have an order number. The second department (technical department) said it was legitimate and it was due to me cancelling my phone. I explained that it’s purpose states to install TV and internet. And I reminded them it is a federal law violation to insist on a cancellation fee. I also began to explain that this was simply a very sneaky scapegoat around the mandatory “no cancellation” federal law. The technical department explained they needed to do a dry number. I explained that is absolutely not the case. I have cancelled the appointment through the technical department and a separate call through the loyalty department. Where they compensated me a whole $5 for my 4 hours on the phone this morning.

I am younger and through the holidays had to write this email. Not everyone is able to have the time to contact the media to stop feeling like the big guy has their hands in our pockets. I have never ever not made a payment and have been a loyal 5 year customer. I am just fed up with the lack of service. I am hoping media coverage can shed some light on this situation and help others who may not have the time, but have experienced the same thing.

Sincerely, Alex

Happy Holidays”