No email notification that online bill is ready

  • 5
  • Problem
  • Updated 9 months ago
  • Solved
I have been having issues with the receiving email notification regarding payment due date.
Since Bell have acquired MTS I did not receive not a single email warning me to pay my bill (I was subscribed for this feature with MTS).
The MyAccount app says that one have to verify that their email address is registered with Bell MTS by checking this in Settings - MyAccount. When I go there I can see that my current email is present there.
Could please fix this issue (with no email notification sent) so that I will no longer need to remember checking my due date.
Thank you!
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chemist

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Posted 10 months ago

  • 5
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Barry Wasylik

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me too
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Jeremy, Official Rep

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Hey chemist,
Sorry to hear your having so many troubles with the email notifications.  There could be several reasons this is occurring. The emails could be blocked or there could simply be a failure in the sending.  What I've done in the past to rule out a glitch in the system is put a different email address in, save it, then change it back to the original one.  Sometimes just initiating a change on the system kicks it into shape.  If that doesn't work your next step would be to give our billing group a shout, they could look into it a little further with you and escalate a ticket if needed.
Best of luck, hope this helps.
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DIANE Schellenberg

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That is ridiculous ! Since Bell took over I have had the same problem. It's obviously not at the customer end of things. It needs to be looked into at Bell's end of things. I have refused to pay late payments as a result! Very poor customer service!
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gordon1111, Champion

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I am having the issue too. I called in today and was told that August bill should be fixed if not then they will put in a trouble ticket.
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DIANE Schellenberg

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And in the meantime they collect late fees?!? I tried to send an email to the "customer support" and it came back undelivered; the address was not found!! This is very frustrating!
(Edited)
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Jeremy, Official Rep

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Hey Diane,
Which email address are you trying to send to?  If you are trying to reach our customer support group the best method is to use the links on the bellmts.ca/contactus site.  There are options for email or webchat.
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Jeremy, Official Rep

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Since my initial post here I've done a little more digging.  I discovered that the lack of email notifications is a known issue and is being worked on.  Seems it's been a problem for a while so hopefully a resolution should be coming soon.  This even made me realize that I'm not getting my email notifications either.. I just didn't notice.  If I find any new details I'll be sure to keep you all posted.
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PJ Rogers

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Perhaps the decent thing to do would be to notify all those MTS customers that are signed up for email notifications that the system is down until further notice. A heads up would be appreciated.
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Vanessa Peters

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I did not receive my notification either. I hope that no one will be getting charged late fees this month!
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William Oxford

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I didn't receive a notification either, and I see that I have indeed been charged a late fee for last month. It doesn't seem fair to charge a late fee when you didn't even send the bill!
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Tennille, Social Media Coordinator

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Late fees are automatically calculated by the system if a bill is not paid.  We do apologize so many of you are receiving late fees on your bill.  Anyone that is being affected by their bill not arriving, please contact our customer service team using any of the options listed on our contact page here: bellmts.ca/contactus 
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Wally

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That's a pretty vague response! So are late fees going to be reimbursed or what?
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Tennille, Social Media Coordinator

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We cannot speak to every individual's issue on a public forum so it's best that customers speak to someone on our customer service team to get the right answers for their situation. 
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gordon1111, Champion

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Wait time has been 3 plus hours though. I even sent a direct message to @Bellmtshelps and have had no response , I sent on Monday.
(Edited)
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William Oxford

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They are waiving the late fee for anyone who's been affected and it will be credited on your next bill. But it seems that you have to ask them to do it. It took all morning before I could get through on the online chat yesterday.
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K from Canada, Champion

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Now I know at least I'm not the only one
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Justin

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I had this as well.. Thought maybe it was a mistake I didn't get my June bill..I went online to MyBill..I was able to catch it prior to the deadline and make my payment. But that is so wrong.  So July comes around and again no bill notification in email, again lucky I checked and got my bill before it became overdue.  I tried to call, and was on hold for I don't even know how long before I hung up. The chat option doesn't even allow you to wait anymore, you have to check back. So I did, and nothing. Finally eventually got through.  Was told there was a system glitch, and should be fine for the August bill. I did get my August bill notification via email, so it was "fixed".   
There has been a number of things from this, to poor data and cell reception in the past few months.  I know when we go to the lake (Whitemouth River, off #1), the data service has never been the best but it has worked.  This summer, it is absolutely atrocious and spotty as can be, I can be in one spot and checking facebook or so, and then a minute later it drops it, and I haven't even moved!

Hopefully the email notification has resolved itself.
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chemist

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Just wondering how long would it have taken to realize that you guys are being charged more if I did not start this topic...
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K from Canada, Champion

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So this is marked as Solved.... Is that confirmed?
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Jeremy, Official Rep

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Hey K,
Yes this is confirmed to be resolved.  Everyone that we are aware of have started getting their bills again as of last month.  If there is anyone else out there having troubles it's likely unrelated to the previous issue and would need to call in to have it investigated.

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