Wireless/Internet $32 Bundle Discount Missing from Bill

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  • Problem
  • Updated 10 months ago
  • Acknowledged
WARNING: RANT

I have had MTS Internet since spring 2014 and Cell Service with MTS since Fall 2014. Since Spring 2015 I upgraded to Internet 25 and I have been receiving a $32 discount per month on my bill ($30 for the Internet 25 and Wireless combo, and $2 for AAA monitoring discount). I have had TV off and on a couple of times between then and now, and I have ALWAYS kept my $32 discount as the TV was not linked to this discount in any way. I ensured this every time because I would not have taken TV if I was going to lose this discount.

I recently cancelled my TV again (May 31) and I get this months bill and my discount is GONE. I know this is a grandfathered discount as you don't offer this plan anymore, and this discount is cheaper than total internet - which again is why I didn't switch. This is also a much better discount than the $10 you only offer new customers now.

I will be calling tomorrow to talk to a supervisor regarding this. (My bill is $36.16 more than it should be with taxes)

I am going to be LIVID if they cannot reapply that discount code to my account and I will have all my services cancelled by the end of the month if it doesn't get reapplied. (Port my phone to Rogers or Telus and switch my Internet to Shaw). It's not my fault your level 1 customer care representative doesn't know how to remove TV services without deleting other codes from my account. This discount was/is the main reason I have stayed with MTS this whole time. It is also the reason I have not renewed my wireless contract because I am also on the $20 starter plan (instead of the $35 you charge everyone now) and I don't want to make ANY changes to my plan because I know come March 2018 Bell is going to double our plan prices.

I am writing on here because your call centre is closed on Sundays and I need to vent, but I will be calling as soon as you open tomorrow. I also needed to share this experience with others.

I will post an update once I have spoken to someone. Let's hope I am overreacting and that tomorrow I will hopefully have a pleasant experience and they will fix it.....but I am doubtful at this time.
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K from Canada, Champion

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Posted 10 months ago

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Tennille, Social Media Coordinator

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Hello K,  We appreciate your feedback and we hope you're able to speak with a supervisor at your convenience.   If you have any issues reaching someone you can reach out to us using any of the other options on our website:  bellmts.ca/contactus
Including the Billing representatives on web chat :) 

Let us know if you need additional assistance. 
Tennille 
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K from Canada, Champion

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Thanks Tennille for the information.


To give everyone an update... Here's what happened this morning. I have only used first Initials on the Representatives names.


I called the billing department and spoke with L who told me that I wasn't eligible for the discount and I should only be getting a $10 per month discount. I further explained to her that TV was not linked to this bundle and if she would look at my billing history she would see what I was talking about. She told me well that may have been your old promo but she couldn't authorize that. (The tone in her voice was basically telling me I should be happy I had it this long)


She told me there is nothing she could do (which she really didn't do much in my opinion) but would transfer me to promotions to see if they could manually give me a credit for being a loyal customer (basically passing me off to someone else without fixing anything)


Got transferred to the cancellation department (not promotions) and spoke with T who again was telling me I'm not eligible for that. I explained all timelines on my bill back to April 2015 when it was first added to my bill... And yes I know that is not your current promo... And that I've had TV after the promo was added and cancelled it before and still kept the promo. I also told him I have specifically made sure to not make any internet changes or cell changes (I'm 8 months off contract... As I don't want to renew and lose my discounts) and why should I be punished for MTS billing system error. I told him if he couldn't fix it to put me though to someone who could... He put me on hold again.


He came back on the line to say that further review showed that he could see my account was coded for the discount but it was not applying it for some reason. He said he would send a message to another department to get it fixed as is was a billing system issue.


He said he would Manually credit my account this month for $36.15 and it should be fixed next month. I told him to document my account because if it's not there in July I will be phoning again.


So now I get to wait another month and see.... I really hope i don't have to call again :)
(Edited)
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Tennille, Social Media Coordinator

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I can see how this is disheartening, K.  I'm going to ensure that this is followed up on so you hopefully won't have to call again when your next bill comes.  It was considerate of you to only use their first initials.  In order for me to have this addressed on our end, please either send a DM to @Bell_MTSHelps or a Private message via our Facebook with your home address or account number and the team there will pass it onto me.  If you don't use social media, you can email our community team: community@bellmts.ca 

Tennille
(Edited)
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K from Canada, Champion

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I sent the information via email this morning. I have Social media, however I preferred email.

Thank you :)
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Tennille, Social Media Coordinator

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Thank you, K!  We received your email and we'll check to ensure your bundling remains. :)
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Rob S.

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Hey, I have the same discount but DID upgrade my phone and the discount remained. I haven't had cable however in 7 years. I put an antenna on top of the house and get all the local channels for free. Full HD and a program menu too, no cost.