I recently re-upped with Bell Canada for cell phone service. I bought new phones and upgraded the plan to include “unlimited” text messaging (since that’s how the grandkids mostly communicate). The plan I got is supposed to include picture and video messaging.
In order to use the picture messaging I am told, by both the kiosk and telephone personnel, to turn on the cellular data (not wifi: I’ve been a communications specialist for 30 years and I know the difference) connection on the phone. Every time I do that I am charged $5.00 for “Pay per use flex data Data Usage.”
Each time I can get it reversed, but I have to spend 20 minutes getting through to an agent on the phone in order to do so. (All the telephone agents initially insist that this is a “mobile browsing” charge, and I have to point out that I have turned off every app on the phone every time I try this.)
I am not being given the services it stipulates on my contract.
Right now I’m on the phone with Bell’s telephone “support.” She’s already tried to get rid of me once by claiming to call “technical support.” When I asked to speak to a supervisor, the agent did the same thing, but eventually put me through to “Puneet.”
I have spoken with supervisor “Puneet.” She will not answer the simple question of how to access the services I am paying for. Her only answer is that I upgrade to a data plan.
Therefore Bell is lying in it’s contract stating that I have access to picture and video messages.
Puneet has also just told me that Bell will no longer reverse or adjust any charges for using the picture messaging.
(Puneet did make one rather damaging admission late in the call: she did admit that, actually, Bell has no way to tell what the “Pay per use flex data Data Usage” is. It could be updating. It could be mobile browsing. It could be Twitter. It could, also, be the picture and video messaging for which I’m not supposed to be charged …)