Cellphone Bill Secrets: How to Get a Better Plan (CBC Marketplace)

(♪♪)>>Gill: This is “Marketplace”. Cellphone bills gone wild.>>Why is it costing us that much?>>Gill: Insiders share their tricks.>>Ask him if he’s going to warm transfer you.>>Gill: It’s the people versus the cellphone companies.>>Mission accomplished.>>Gill: You can’t afford to miss this. It’s your “Marketplace”. (♪♪)>>Charslie: Okay, you patched in? (phone ringing) We’re setting up our very own call centre. Three customers are about to take on the big three cellphone companies. It’s a call centre challenge. (♪♪) No-nonsense Nancy is ready to rumble with Rogers. Says they’re refusing to replace her dud of a phone.>>I’m usually not one for conflict, but this one just pushed me to the edge.>>Charslie: Darrin is duking it out with Bell. He feels tricked into a deal too good to be true, and now he wants his money back.>>My message to Bell is I’m coming back to try again.>>Charslie: This Italian mama is taking on Telus.>>This is outrageous.>>Charslie: To keep Maria’s business, they’re going to have to make her an offer she can’t refuse. Our customers can’t solve their problems. So we’re calling in two of the pros to help them win their battles. They have the inside scoop. The tips and tricks you need to know.>>Hi, my name is Ron. How can I help you today?>>Charslie: Ron Finnigan spent years on the cellphone service front lines.>>Thank you for holding.>>This retired rep was a pro and has the proof.>>I won this award for good service and excellent sales.>>Charslie: Ron’s heard all your complaints.>>Cellphone providers can do a better job.>>Charslie: To help make it better, he’s about to tell all.>>I want to help you the viewer get the best deal you can.>>It’s ringing.>>Charslie: Professional bill buster Mohammed Halabi takes on the big three every day.>>Transfer me to customer relations. It can be, like, 40 minutes, an hour, on hold.>>Press one.>>Frustrating. Very frustrating.>>Charslie: He’s worked on the inside selling phones for one of the big guys. Fed-up customers hire him to fight their battles.>>That’s just B.S.>>Charslie: He knows the right buttons to push to beat down bills.>>Mission accomplished.>>Charslie: Hi Mohammed. Hi Ron. Thank you guys so much for coming. Welcome to our call centre.>>Thank you.>>Thank you.>>Charslie: So we have our three very frustrated customers. They’re standing by. They’re ready to hit the phones. Sound good?>>Sounds good.>>Charslie: Okay, so Mohammed, you’re going to talk them through this. You’re gonna help them solve their problems. And, Ron, you’re going to be giving us the scoop, fill us in on what’s really happening on the other line.>>Absolutely.>>Charslie: So let’s meet our first caller. Nancy Hebert from Mount Hope, Ontario, come on down. (♪♪)>>This is the phone that causes all my grief.>>Charslie: Nancy says Rogers sold her a dud.>>I’ve just spent two years with a phone that randomly shuts off.>>Charslie: It’s her only phone, so she tried to fix the problem pronto.>>So I’ve talked to clerks in the store, agents over the phone. I have written a letter to Rogers.>>Charslie: She says all she’s been offered is a used refurbished phone.>>It says your device is new.>>Charslie: Now she’s going into cellphone battle mode.>>Rogers, do the right thing or I’m walking.>>Charslie: Hi, Nancy.>>Hi.>>This is Mohammed. Ron.>>Hi, nice to meet you.>>So I think you deserve a free phone.>>Perfect.>>There shouldn’t have been any quibble at all once you’ve demonstrated the phone is defective. It should have been replaced.>>Charslie: All right, you go hit that phone, Nancy. We got your back.>>Okay, thank you. (♪♪)>>Testing. Testing. Can you hear me?>>Yes, I can.>>I’ll be occasionally talking into your ear.>>Charslie: We’re good to go. We’re rolling. Nancy, dial that phone. (♪♪)>>I have been two years in a contract with a phone that shuts off constantly. And I want to know whether Rogers is going to do right by me.>>Charslie: Ron says front line reps don’t have much power. When he was taking calls, here’s all he could offer.>>Probably the most that they can give you a credit for is $50. They certainly can’t give you a free phone.>>Charslie: Not much power and not much time. Rogers’ reps are rewarded based on how quickly they deal with calls. That’s why Mohammed’s strategy is to bypass the front line and ask for customer relations. To do that, try this.>>Ask him if he’s going to warm transfer you.>>Are you going to warm transfer me?>>Charlsie: What’s a warm transfer?>>It’s where he’ll actually get the other agent on the other line and conference in the call.>>Charslie: This way he will explain what we already know to the next person so she doesn’t have to waste her time.>>Exactly. Yeah.>>Charslie: After 11 minutes, she gets a warm transfer to customer relations. But it’s a cold response.>>They need to give me the phone of my choice for zero dollars. And if you can’t authorize that for me today, could you please put me on hold yet again and get me someone who can make that authorization for me? (♪♪)>>Charlsie: Is that true?>>He’s plainly lying. Nancy, ask to speak to a manager.>>Can you please escalate this call and put me through to a manager?>>Charslie: Mohammed’s not buying it, and the agent isn’t transferring to a manager. Why wouldn’t an agent want to transfer someone to a manager?>>It’s not so much they don’t want, their instructions are deal with the call and don’t transfer it. At each level they’re going to try and do whatever they can to stop her from going to a higher level because it is a negative for the people that transfer the call.>>Charslie: Ron says part of his performance was based on keeping transfers to a minimum. Mohammed says stand your ground.>>Nancy how are you feeling right about now?>>I’d like to get off this phone.>>Charslie: After 46 minutes into the call…>>Charslie: Finally she gets a manager. Persistence pays off.>>Charslie: Yeah, Nancy got what she wanted, a phone for zero dollars. In the end, she’s saving over $600.>>I’m going home happy. Stick with it, and you’ll get what you deserve. Thank you. (♪♪)>>Charslie: You guys ready for another call?>>We’re ready.>>Charslie: Okay, let’s bring in our next caller. Maria Iaci from Burnaby, B.C., come on down. Maria Iaci’s cellphone is all about family.>>I have five children and three grandchildren, another one on the way. I’ve been married for 37 years to the same man. I have a relationship with Telus that lasts more than most marriage last.>>Charslie: But she’s not feeling a lot of love for Telus these days.>>We are paying far too much, 227, 228, $245.>>Charslie: Maria and her husband use their phones for the basics.>>Cannoli. We’re making cannoli. Those are cannoli shells. I don’t play games. I don’t download things. Doesn’t fit my needs, nor does it fit my wallet.>>Charslie: Maria wants the plan changed and her bills slashed.>>Telus, let’s make this happen.>>Hi.>>Charslie: Hi Maria. Big smile on your face. I see you brought some accessories.>>Over 20 years these are some of the phones that I’ve gotten from them.>>You’re a loyal customer. That’s really important. So you know, I think today you need to get some discounts on your plan and get pricing that’s more reflective of your needs.>>They can update her pricing to make it much more attractive for her.>>Charslie: Are you ready?>>I’m excited.>>Charslie: I think you’re feisty. Go in there and get them Maria.>>Cha-ching!>>Pick up that phone. [Laughter]>>Go get them. (♪♪)>>Charslie: Maria’s account has phones for her, her husband and son. Mohammed thinks her $200 Bill shouldn’t be much more than 100 monthly.>>I feel that I’m paying way too much money for our three cellphones.>>Charslie: Maria gets transferred to the loyalty department. She’s on hold for 16 minutes.>>Charslie: Then finally a real person.>>Yeah, I am. I’m a 20-year loyal customer.>>Charslie: Mohammed says there’s cheaper deals for long-term customers like Maria, but those prices aren’t advertised. If you don’t ask, they may not tell.>>Tell him to please come back with something better than what’s offered in-market.>>I really want something to really wow me and that’s offered, like, way better than what’s in the market.>>In-market is what your new customer would be eligible for. It’s the prices that are publicized out in the market. The out-of-market plans or the loyalty plans are for tenured customers like Maria.>>I’ve been with you guys 20 years. And I think I deserve something, like, over the top.>>Give me a few moments Maria. I’m going to put you on a quick hold.>>Charslie: Six minutes later…>>Drumroll>>That’s not a savings. Tell him you deserve better pricing. This is standard pricing.>>If that’s my loyalty deal, like, what’s the last 20 years been?>>I think I’m going to go in on this one.>>Okay. (♪♪)>>Gill: Stay on the line. our cellphone challenge ramps up.>>We’re calling in today to either keep our business or move our business.>>Gill: Ready to hang up on your cellphone company? Join the live chat with our coach and get advice at cbc.ca/marketplace.>>Gill: “Marketplace”, always on call for you. (♪♪)>>Charslie: Cellphone bill buster Mohammed Halabi is about to talk tough with Telus.>>Tell him I’m going to speak to him on your behalf.>>I’m going to have to pass the phone on to a friend of mine.>>Charslie: Maria is having trouble convincing Telus to give her a discount on her pricey plan. There’s better deals for loyal customers. And Mohammed knows the right buttons to push. Former call centre service rep Ron Finnigan is listening in.>>So at this point, we’re — you know, 20-year long customer, in my view should be getting something a little bit better than this.>>Can you ask somebody who can do better? Because you’re going to end up losing that account that’s giving 20 year of business.>>Charlsie: Mohammed says never accept the first offer. Keep on escalating.>>Thank you.>>Charslie: After holding for over 7 minutes…>>Charslie: A manager comes on the line.>>We’ve been overpaying for years and years and years. I really don’t want to waste more time on this. I’m looking to spend about $115 a month on all three of these lines, and we’re calling in today to either keep our business or move our business. And you know, it’s your call.>>So what are you offering here right now?>>I’m sure you and I can figure something out Dave you know?>>Charslie: A few minutes later, the offer.>>Okay, say that again, sorry?>>Charlsie: Look how excited Maria is. (♪♪)>>Charslie: Three agents and 75 minutes later, Maria gets a deal. (♪♪)>>I am so thrilled. I can’t believe it went down that low. With the help of Mohammed anyways.>>You have to have some basic understanding of what’s available in the market, first of all.>>Charslie: Educate yourself.>>Educate yourself.>>Charslie: Maria saves about a thousand dollars a year on her cell bills.>>I will take that I can do this. If I can do it, anyone can.>>Charslie: Enjoy those savings. Ready for another call?>>Super excited.>>Charslie: Fantastic! Let’s meet our next caller. Darrin Maidlow from St. Albert, Alberta, come on down.>>My relationship with Bell mobility is currently strained.>>Charslie: Darrin’s beef with Bell starts with turbo sticks. A gadget that shares his cellphone data with his computer. A Bell rep called him up out of the blue and offered him two for free.>>I asked the reprasentative numerous times, this isn’t going to cost extra right? I’m not going to be paying for this, right? And he assured me that wasn’t the case.>>Charslie: Sure the sticks were free, but Darrin says he wasn’t told he’d be charged 30 bucks a month to use them.>>I immediately called Bell and spoke to a representative who assured me this problem would be corrected on my next bill.>>Charslie: Three years later, still no fix. He’s out of the contract but he’s out about a thousand bucks, and he wants it all back.>>What can you do? It’s me against a giant corporation. I don’t have the skills to take on Bell myself.>>Charslie: Don’t worry, Darrin. Help is here. Hi, Darrin.>>Hello.>>Charlsie: Welcome. So Mohammed, what do you think he’s entitled to?>>Well he was clearly promised that these were for free with no additional monthly charge. He was clearly wronged. They told him they were going to correct it, they didn’t. He should get his entire money back.>>Charslie: You ready to take it on?>>You bet.>>Good luck, Darrin.>>Thank you.>>I’ve seen this happen over and over again.>>Charslie: Ron says Darrin’s not alone. Ron’s dealt with customers misled about extra charges on stuff they thought would be totally free.>>Charslie: Darrin goes through it all again.>>Just the amount I paid for the turbo sticks each month for the three years.>>Cover the phone, mention the fact that somebody promised you a resolution. Right? That’s really important.>>Charslie: Darrin is feeling good. It’s the first time he gets a manager on the line. But then comes the offer.>>Yeah, I was assured that they were free monthly. And I would really like to get all of my money back.>>Well, I absolutely did call. And I called several times, but after several attempts I gave up. I was assured that the first time I called it would be taken care of on my next bill, and it was not.>>Charslie: That’s right. Even though Darrin insists he complained, Bell says they have no record of his calls. (♪♪)>>This is just nonsense.>>It’s a bit odd to me that they have all these detailed notes about when they were put on the plan, and there’s no subsequent notes?>>Charslie: Hmm. So there are notes on the sale. But nothing about Darrin’s complaint. (♪♪)>>Excuse me. If you can let me finish. I don’t know why you’re cutting me off. I’m not even done talking yet.>>Gill: will Mohammed’s tough talk score a win this time?>>Gill: Hold the line. Hold your ground. This is your “Marketplace”.>>This is just — it’s nonsense. (♪♪) Tell him you’re going to pass the phone to somebody to speak on your behalf.>>Charslie: Mohammed Halabi is fighting on behalf of Bell customer Darrin who feels ripped off.>>He was promised these sticks would be free monthly. There was going to be no monthly cost for them.>>Charslie: But there was. About a thousand bucks over three years. Darrin’s hoping Mohammed can get him his money back.>>How would you feel if this happened to you? Let me ask you that question.>>That’s what he did.>>Charslie: After going back and forth for several minutes…>>So he finally gave up, and if there was going to be a cancellation fee — excuse me if you can let me finish.>>I don’t know why you’re cutting me off. I’m not even done talking yet.>>No, you can talk. Go ahead.>>Then I want to escalate this call because obviously this isn’t going anywhere.>>I’m not interested in waiting 24 to 48 hours — excuse me. I’m not interested. It’s within your capability to find me a feasible solution, and this isn’t acceptable.>>Charslie: Nice try. But no movement on the three-month credit worth $90.>>This is extremely frustrating. Because they’re making it seem like the fault is on you. When it isn’t. (♪♪)>>Charslie: Darrin’s heading home without a deal. Back in Edmonton, Bell plays telephone tag with Darrin. Today he’s going to give it another shot. (♪♪)>>Oh there we are. So I’m going to –>>Charlsie: Coach Mohammed conferences in from his Ontario office. He’s not ready to throw in the towel either.>>We’re good. I’m taking a big deep breath here before I start.>>Charlsie: A supervisor comes on the line.>>Charlsie: Valued customer? How about that. Off to a good start. And guess what she finds? (♪♪)>>Charslie: Well, well. Bell does have a record of Darrin calling in about the turbo sticks.>>Exactly. And that’s what’s really frustrating is that nobody left really proper notes on the account.>>Charslie: This call sure is different than what Bell said the first time around.>>Yes. He spent a lot of money over it.>>Charslie: And then comes this shocker…>>Charslie: What? Did you hear that? Sold under false pretenses.>>Okay, great. So this is obviously happened before. You’ve seen this kind of issue before.>>Charslie: Still with that admission, Darrin feels vindicated and seems this supervisor wants to help but says her hands are tied.>>Charslie: We asked Bell about the notes on Darrin’s calls and that thing about false pretenses. They tell us reps do their best to help customers and promote products accurately. And they’re still not going to give Darrin a full refund but he’s going to keep fighting.>>Bell, I hope you make the right call and reimburse me my money.>>Charslie: Coach Mohammed will stay by his side.>>I need to say farewell for now to one another. I hope the next time we talk it’s on awesome, positive monetary gain terms.>>Charslie: We’re gonna keep following this story.>>All right. So, until then, adios.>>Gill: Want to bust your cellphone Bills? Get our cellphone cheat sheet at cbc.ca/marketplace. Start dialing.>>So these are the electrodes.>>Gill: Wiring up doctors.>>David: What’s the longest you’ve ever been awake?>>I think close to 24 hours.>>David: 24 hours straight.>>Yeah.>>Gill: Marathon shifts.>>Too much. It’s just not safe.>>David: He’s falling back asleep.

100 Replies to “Cellphone Bill Secrets: How to Get a Better Plan (CBC Marketplace)”

  1. Apparently Bell changed cables to fibre optic in my area and I live in high rise building. Still the cables that come to my condo are the old coaxial ones. I wonder if that is not a weird thing. To really benefit form that optic fibre it should enter in your modem/TV. Otherwise it makes no sense. Fibre optic offers a speed that coaxial cable can't deal with, than it's a scam.

  2. Bell is one of the worst companies do not sign with them. They also say they record your conversation but then whenever I call to defend myself against unforseen charges they have no record of my calls its pathetic. They also do not care about your loyalty to the company. Save your time and money and find a different company stay away from bell.

  3. Cell phone Companies need to be sued, for the shady interactions with their customers as well they collude on pricing all the time, it's sickening!!!

  4. it's a state of fraud, from phone companies, parking tickets, police hiding behind trees, we have been mentally recovering since we got out of that state, a state that likes users of social welfare, while the workers who want to work are not well established in that country

  5. I was not surprised at all at the difficulty they had with Bell. 6 weeks after moving in to my home I ended up in hospital for 6 months. Bell had the address wrong so my phone bills were not arriving in my mail, and as I had not had a bill yet, I did not have my account number. The problem was when my father tried to fix this problem they wouldn't talk to him as he wasn't the account holder. All he wanted to do was to pay the bill for me and they wouldn't help in any way. He tried to correct the address so the bill went to the house, where he could pick it up and send a check but they wouldn't allow that. They no longer have any offices at least not in my area where you could go and pay the bill either. As a result they finally cut my phone off for non-payment. I live in the country and there was no way I could be out here without a phone due to my health issues. After a lot of arguing by my father, they did reconnect the phone but put a long distance lock on it. Once I got out of hospital I assumed I could fix the issue but they wouldn't budge. In their mind this was MY fault and they refused to lift the long distance block without a $300.00 deposit even though it had nothing to do with why the bill wasn't paid!!! My father had phoned them MULTIPLE TIMES trying to pay the bill!!! I finally snapped and after having the block on for 3 years, I changed my cellphone plan (which wasn't through Bell) and told Bell to shove their phone. I haven't had a home phone since and just use my cell. They lost me as a customer for good, and not just the phone, I made sure I don't have them for my satellite TV either!!!

  6. I recently left a job with one of these companies. The low paying job makes you deal with the worst Canada has to offer. The sense of entitlement from some people is ridiculous. I've never complained like these people do. I am one of the most loyal customers out there but I don't need to go on and on about it to pay 1/3rd of what other people pay. I even developed stereotypes based on the way certain groups acted over the phone almost every time. 🙁

    The one story I can get behind his the third one about the rocket stick, he has a right to be upset.

    Many of my coworkers experienced serious health issues after dealing with the abuse doled out by some customers (and yes it was absolutely 100% abuse. Many of the same people would be swearing at their family members and calling them names at the same time while on the phone, nice). Granted some customers were nice and they were a pleasure to deal with. If it was a case of, for example, a senior on a fixed income who was kind I would always do everything I could – up to putting on retention offers that I technically shouldn't have.

  7. How to beat the system, if your a small company….
    I work with a company that has uncovered over 50 million in
    overcharges from billing errors, inherent in billing systems
    and by human error, all missed by accounting teams in the
    companies that at first, don't take it seriously enough to use
    a telecom analyst service on contingency.
    Yes… you get back overcharges, or the work is free ! Many
    companies still say no, an argument with no logic since it
    obviously has no risk !
    Competitors typically earn a 50% amount on what's recovered,
    but we gain 30%. We found 90% of customers are paying over
    charges, and we go back 3 years or more on cell, land line and
    We can also negotiate the best prices, as we are well known
    in the industry. The industry in Canada is not only the most
    expensive, but the billing errors now exceed 300 million.
    Want some free specialist labour or lost money returned? Just
    comment here. You will need to spend at least 1,000 per month
    as a commercial business, and be located within an hour of Toronto.

  8. When I called CUSTOMER SERVICE I told them I was canceling my phone service PRICE TOO HIGH and then they asked me If my bill is 1/4 the price would I stay with them?

  9. I have had really bad experience with the TV& cable company called Cogeco. Long story short, i had to complain to CCTS in canada, with Commission for Complaints for Telecom-Televison services. This is an independent organisation dedicated to resolving customer complaints about Canadian telecommunications and television service providers.
    here is the link.

  10. I'm with us cell I had the regular phone text and caller I'd etc. Then i. Added on line usage and my bill was 3000.00 a month for 3 mo. Until I got WiFi from a small town bye where I live for unlimited use for 50,00 a mo. I'm sooo pissed

  11. Yea you can’t do that now. I’ve tried that and now if you try they say no problem we can cancel.

  12. For those with high internet costs
    (Bell was slightly easier than Rogers at least for me helping friends so be prepared to escalate more with them)
    If CIK TELECOM is available (ot another provider gives a better deal) look up their offer before calling and be sure you have all the details.
    Call your provider, tell them due to the high costs you plan on switching over to the other company as they offer (state the offer such as 150mbps unlimited, free modem, free home phone with . . . for $69.99/month)
    If they can match/improve on that deal you wouldn't have to change but if not? You can call back later to arrange the cancellation date.
    Right now I have a similar to the above stated deal with Bell.

  13. Has an aircard for 3 years and expects it to be free? I dunno about you, but I'd cancel it immediately … Sounds like the dude just wanted it for free.

  14. It is a free market, when you are not happy go somewhere else, I buy my own phones and do not need any contract, I pay $45/month all incoming and outgoing are free, unlimited data which i do not use. I prefer Bell because I have them since 1984 when Cante started the cellphone business and had very limited coverage, moved to bell and kept them under tight control because I do not take any phones from them, I do not need any smartphone I have no use for oit, I only need text and the regular cell phone functions, I do not use the phone like a computer and refuse any phone that I have to swipe giving my fingerprints away. need a phone with a keyboard, I have been using blackberry for years and I can find them in different countries brand new unlocked ready to throw a chip in. anything more than $50/m is a waste of money.

  15. "about a 1060 over 3 years" so 30 bucks a month. why didnt you just say 30 bucks a month……..or does it not sound GRAND ENOUGH for tv? cbc is so exaggerated.

  16. they don't need to give you a refund, the one thing this segment is not mentioning is the CRTC which regulates these rules. THEY ARE THE PROBLEM not the business that is trying to make money. change the rules so that way it benefits consumer instead of carriers.

  17. Try this with Verizon and you definitely won't go far. They're so big with so many customers they aren't worried about losing a few.

  18. Warning to any one who ordered the cleaning solution from SMARTOCITY. Everything about this product is a scam. They misrepresent the product size, quantity, quality and don't buy more than one so you can try it. It took forever to get shipped. The product comes from China. The tablets that go into the bottle are about the size of a sweet tart (if that). You have to use several tablets for one small spray bit. You only get enough for 2 fills. The wafers I got came in crushed (looked like powder). The spray bottle was so cheaply made the sprayer did not work. You can get a much better spray bottle at the Dollar Store. No smell to the solution after the wafers melt. Absolutely no good; cleaned NOTHING. This is completely false advertising. Just wanted people to be aware of this scam product.

  19. With bell no matter the situation blame is always put on the customer they never ever take responsibility.


  21. Glad I watched this. Bell was offering nice deal at the moment, and I was curious, but NO THANK YOU now.

  22. they always Lie to ya too so you wait and the next bill oh look its up again , what a Surprise ! . , and we're always in total shock

  23. Nancy had a Galaxy S4 but if Rogers were to say that's a new phone, they're wrong. Samsung stop producing them in 2014 and if this was in 2016 the phone will have to be at least 2 years old.

  24. In some countries, they just put you on hold and suddenly, the call drops off. When you call back, after explaining it over and over again, same thing … call drops off.

  25. The last guy has some sort of fishing hooks caught on his head and lip. Wtf
    Bet Mohammed gets good group phone rates for all his wives.😅🤣😂

  26. Bell used to charge us for magazines and movies we never ordered. And back then it was dial up internet and the tech we paid set it up long distance and expected the payout of $11000+. I threw their equipment on the sidewalk told them to come get them and I will see them in court. They can cancel the service as I already hooked up Rogers. A few days later the equipment disappeared and they sent us a letter saying the cleared the bill as it was a mistake on their end and were offering to reduce our bill in half. To this day they call to offer me only hard taco bell shells.

  27. I go with Koodo. 25$ a month, 100mb of data, free texting, free calls on the weekends and after 5 pm.

  28. I'm upset with Koodo's plan. They give you basic which is essentially texting only, and then you have the next up with phone calling and texting. I can't text with my flip phone and I don't really need to pay extra for something i'm not using. I don't know why they can't just give me calling only. That's all I want and need. That would be half of what i'm paying now $35CAD a month.

  29. When I thought I lost my phone I got it to shut off and blacklisted. When I found it. I didn't need the replacement they still charged me for it. And the kept my phone turned off. Until smart care received the replacement back to them but would not take the charge off. I had to pay it and then was promised to get a refund but that did not happen. I have to call again and get the refund.

  30. i fought myself and took 7 hours 6-12 frontline staff 3 supervisers a vp then the presidents office of fido/rogers to get my phone i was promised for free total bill reduction 900+

  31. The shade of orange that appears on-screen very close to the 9:45 mark/timestamp in this video looks gorgeous, delicious, and amazing! 'Shutterfly Orange' is the term that I would use to best describe the shade in my own words.

  32. Cbc marketplace are literally journalist heros!!!! Thank you thank you thank you for sticking up for the people and revealing the dirty on evil company practices.

  33. I had called AT&T on a direct tv bill incorrectly charged. During that call, the rep offered a 4th phone and line for free. I told them the offer seemed too good to be true. She said it was only offered to loyal customer – which I was for 15 yrs. I couldn't believe what I was being offered and repeatedly 5 or 6 times including talking to "upper level" salesman that it was true that the line would be free with no data charge. I finally accepted it and told them I'm going to trust that the offer was legit. Of course when I got the bill, I was charged the data plan. When calling back about it, of course they had record they offered, but not the free data plan. They said if I cancelled the plan, I would be charged $700.00 for the "free" phone, or I would have to still be on a monthly charge for 3or 4 years. As I repeatedly had to explain this to different levels for 20 to 30 minutes each, they all told me they don't make offers like that and the "manager" could do nothing about it. I finally reported them to BBB and called a call 2 days later by the "president of the office of AT&T. They finally reluctantly refunded me all the charges to the "free" phone and I returned the phone. Same thing happened on Direct TV charge. Even though they did not give the full amount of credit each month they promised for an error in billing, I finally settled because I got tired of messing with them. I let this issue rest because I was more than what I expected when they offered the credit, it just wasn't the total amount they offered. So you should make a recording of any offers or corrections and let them know you are recording it. I didn't record it, but I was very persistent in not letting the big company get the best of me. Mind you it took me 5 months to correct.

  34. I am currently a customer of Bell after being lied to & ripped off by Rogers and Telus. Fisrt Telus told me I would have no problem with service where I lived I even showed them on a map as I live on a farm. once I got home my phone had no service at all, when I tried to get my money back & cancel the plan they flat out told me no as they could not guaranty I would get service in all locations. & I would have to pay extra to cancel the plan. second I got a plan with Rogers knowing that I would be moving to a different province & was told that would not be a problem to get the plan changed over to the other province when I got there. Went to a Rogers store as soon as I arrived and they told me I would have to get a new plan & pay to cancel my current one. I told them I was assured that it would not be a problem they just said the person I was dealing with obviously didn't know what they were talking about, so then I said why should I have to pay for a untrained staff member who didn't know what he was doing. They told me that wasn't there problem I would have to go back and take it up with the store I dealt with in the other province. I then switched to Virgin mobile on a pay as you go plan & had no problems. I now am on Bell because a guy I worked with had a friend who worked there & he hooked me up with an amazing low cost plan that resembles a high dollar plan for half the price. Even today if I have to stop by a store the people working there ask me how did you get this plan? because even they could not get one that good& they worked there. It's all about who you know I guess.

  35. My serious question to the experts on hand. How do you feel about these companies literally billing us for air waves? Or simply, air.

  36. Attention Canadian customers, you can get your cell phone disputes resolved through BBB dot org. They do a fantastic job on resolving problems and they do have a network of free attorneys as a last resort if it can´t be resolved through verbal negotiations and the companies know that.

  37. The policy of drain them till they drop out Bell is the master of all increasing rates each year for residential lines where pepole have no alternatives

  38. Darren is a irresponsible customer that doesn-t verify the truth behind pretenses and advertisements, he should-ve figure it out after 1-2 bill cycles if the charge was valid or not and he should-ve taken actions, not to call the corporate after months or years to request credits, this is called „ abuseive customer $„

  39. I’ve been with Freedom Mobile for five years now they offered me 3.49 GB on fast LTE for $25 a month,I don’t think the big three will ever offer a deal like that.

  40. Honestly if the guy had been paying it for three years that his own fault. Anything after 6 months he needs to just eat the cost

  41. Was there any resolution on Darrin's predicament?
    Having a feud with Bell myself right now and it would be nice to hear good news.

  42. When I renew my phone bill I go to the store. They have to deal with me face to face and they have to explain EXACTLY what my contract is before I let them off the hook. I absolutely refuse to deal with cell phone companies over the phone. Not. Happening.

  43. When you see these situations everyone should start recording their conversations to have proof! You mention you are recording them for your records.

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