General Info
Chat start time  Jul 31, 2008 1:04:52 PM EST
Chat end time  Jul 31, 2008 1:27:12 PM EST
Duration (actual chatting time)  00:22:20
Operator  Allen

Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Allen'
Allen: Hello and welcome to Bell Canada's chat service. How may I provide you with excellent service today?
you: Hi Allen. My name is Pupkin Dmitry, my phone # is 416 1234567
Allen: Thank you.
Allen: How may I help you today?
you: I have just received recent bill and found that I still have network charge
Allen: I am really sorry for the inconvenience caused to you.
you: Though I asked your customer support to disable long distance call in the start of July
Allen: I will check that for you.
Allen: May I call you by your first name?
you: sure
Allen: Thanks, Dmitry.
Allen: May I please have your 9 digit account number?
you: I am not going to pay for the service which Bell representative claimed to be disconnected for my account. Acc. number is 123456789
Allen: Thank you for all the information and I do understand your concern.
Allen: Dmitry, from the records I see that your 15 Cents a Minute Long Distance Plan will be removed on Aug 03rd, 2008.
Allen: This is the reason you have been charged $5.95 network charges on your last month bill.
you: I clearly remembered that your agent stated that I am not going to have that Network Charge in the next bill.
Allen: I do apologize for that.
you: I would'nt argue if he or she didn't claim that.
Allen: Once you cancel the long distance plan from your account we need a 30 days notice period for that.
you: Ok, but why then I was told that this won't appear in the next bill?
Allen: The order for canceling the long distance plan was placed on July 04th, 2008.
Allen: I am really very sorry for that.
you: Yes, it was almost a month ago.
Allen: I know this is important to you.
Allen: I assure you that you will not be charged the network charges from your next month.
you: How could I trust Bell representatives now and Bell itsled if the customer support isn't competent enough?
you: This is not good, I should say.
you: I am sure you have the logs.
Allen: I do understand why you feel this way.
Allen: Yes, we do have the logs.
you: So you can check if that was the case, or I am not telling the truth.
you: Can you do it please?
Allen: Sure!
Allen: Please, stay online while I check that for you.
you: Thanks.
you: I am not the one who likes to argue on every single case, I just want clear and understandable service from Bell. If I was told that it's not going to appear in the bill - I was pretty sure it won't appear. Now I don't know if I can trust representative in Bell online chat anymore.
Allen: Thanks for staying online.
Allen: Dmitry, I will go ahead and apply a credit of $5.95 on your account right away.
Allen: Also make sure that you will not get these charges on your bill from next month.
Allen: Is that ok with you?
you: Ok Allen, thanks.
Allen: You are welcome.
you: If I find it in the next bill I will get back to Bell support.
Allen: Please, stay online while I apply the credit on your account.
you: okay.
Allen: Sure!
Allen: Thanks for staying online.
you: Will you refund GST PST for this one too?
Allen: I have applied a credit of $5.95 on your account and now the account balance is $35.38.
Allen: Yes.
you: Ok, hold on.
Allen: Sure!
you: Okay, Allen. So amount due now is 35.38, right?
Allen: After applying all the credits the account balance is now $34.12.
you: Ok. And it should be paid until August 13?
Allen: Exactly.
you: Thank you. I'll make the payment today. I appreciate your help on this matter.
Allen: Thanks for the payment in advance.
Allen: Also I will forward your comment to the concerned department to make our customer service much better.
you: Allen, once again - 34.12 is including taxes, right/
you: ?
Allen: Exactly.
you: Wonderful. Please do forward the comments.
Allen: I will.
you: Thanks for the help!
Allen: I would like to ensure you're satisfied with the support I offered. Is there anything else I may assist you with today?
you: Have a great day.
Allen: It's been a pleasure helping you today! Remember, you can use Bell.ca self-serve at any time. I invite you to please fill out the survey at the end of this chat.
you: All is fine now, thank you.
Allen: You can go ahead and click on 'close' in your chat window. Once you close this chat, you will be presented with a survey. Thank you for choosing Bell and using Bell.ca for your Self-Serve solutions. Have a great day!
you: I will. Thanks, you are doing great job and providing good service for the Bell.