1997-02-08|Bell Canada's Broken Promise on ISDN Service!

CRTC Commissioner

The following is a News Release/Bulletin by Bell Canada.

Bell introduces Microlink Home ISDN service for residential customers

December 5, 1995 -- On December 1, Bell introduced Microlink™ Home ISDN service, an integrated services digital network (ISDN) service that provides high speed (64 or 128 kbps) digital access to voice and data services, such as the Internet, over a single telephone line.

Rates

There are two price components for the service: a monthly access rate, which varies by rate group, and usage charges. Usage charges will apply to most local calls placed from 7:00 a.m. to 7:00 p.m., Monday to Friday, beginning March 1, 1996. Usage charges will be in addition to the access charge. Usage will not apply for calls placed at any other time of the day or week. A maximum monthly usage charge, or cap, will apply to ensure residence customers never pay more for their ISDN service than business customers. The cap ranges from $23 to about $54 based on the rate group (see chart).

Based on the promise on the ISDN rate, "residence customers never pay more for their ISDN service than business customers", with a special emphasis on the word "NEVER", I subscribed in 1996-01 to Bell Canada's Microlink Home Service, later renamed to Z@P ISDN Service.
In 1997-01, my Internet Service Provider (HookUp Communications) changed their telecom link to Bell Canada to the newly introduced ISP Link service which can only receive incoming calls but not make outgoing calls.
As a result, my ISDN rate has almost TRIPLED from $53 CAD/month up to $153 CAD/month (Usage Charge of $53 CAD + Usage Cap of (2 x $50 CAD/B Channel)) in my rate group because I have to make outgoing calls instead of receiving incoming calls from my Internet Service Provider.
Bell Canada is now telling me that it is more cost effective for me to switch from Z@P ISDN Service to Business Microlink Service, which has a flat rate of $88 CAD/month in my rate group, but requires yet another installation fee ($209 CAD), security deposit ($400 CAD for 2 Channels), and associated taxes on top of the inconvenience of in-house re-wiring. THIS IS NOT ACCEPTABLE!
Please note that I am quite willing to pay the Usage Cap that was promised when Bell Canada introduced the Z@P ISDN Service, i.e., up to $88 CAD/month in my rate group, although it means an increase of almost 80% from the present rate of $53 CAD/month.
All the trouble and hardship that I am experiencing could have been completely unnecessary if Bell Canada had kept its promise of "residence customers never pay more for their ISDN service than business customers", or if the CRTC had not approved Bell Canada's application to modify the Usage Cap rate. I feel that I was misled and betrayed by both Bell Canada and the CRTC, and that I am justified to complain to the CRTC to rectify the situation by having Bell Canada modify the Usage Cap on the Z@P ISDN Service ASAP.
I would appreciate your IMMEDIATE action on this URGENT matter because I am now paying Bell Canada $1 CAD/hour even as I type this letter.
Thank you very much for your attention.

Bell introduces Microlink Home ISDN service for residential customers
December 5, 1995 -- On December 1, Bell introduced Microlink™ Home ISDN service, an integrated services digital network (ISDN) service that provides high speed (64 or 128 kbps) digital access to voice and data services, such as the Internet, over a single telephone line.
Rates
There are two price components for the service: a monthly access rate, which varies by rate group, and usage charges. Usage charges will apply to most local calls placed from 7:00 a.m. to 7:00 p.m., Monday to Friday, beginning March 1, 1996. Usage charges will be in addition to the access charge. Usage will not apply for calls placed at any other time of the day or week. A maximum monthly usage charge, or cap, will apply to ensure residence customers never pay more for their ISDN service than business customers. The cap ranges from $23 to about $54 based on the rate group (see chart).

CRTC Commissioner

I have received a formal reply from the CRTC and Bell Canada regarding the tariff revision to the Z@P ISDN (Microlink Home) Service.
First of all, I would like to point out that the fundamental question of Bell Canada's business ethics and the CRTC's integrity was not addressed. Bell Canada promised one thing, i.e., "residence customers never pay more for their ISDN service than business customers" on which I based my decision to subscribe to the Microlink Home service, but implemented something else, i.e., a sudden increase from $53 CAD/month to $153 CAD/month (Usage Charge of $53 CAD + Usage Cap of (2 x $50 CAD/B Channel)) despite the fact that the initial monthly cap was imposed specifically at the CRTC's request. Since the CRTC does not seem to protect the consumers's interest by approving Bell Canada's subsequent tariff revision without consideration for such a 3-fold increase, my next course of action would be to file a complaint for misleading advertising to the Competition Bureau of Industry Canada, Office de la protection du consommateur, Better Business Bureau, and possibly Small Claims Court.
Bell Canada is correct in stating that my complaint essentially results from the introduction of ISP Link Service which allows only incoming calls to better suit their specific requirements. I submit that I deserve an equivalent treatment of a new ISDN service which would allow only outgoing calls but no incoming calls in order to better suit my specific requirements. It is grossly unfair that Bell Canada gives special treatment to the Internet Service Providers and not to the other side in an exact mirror-image situation.
Bell Canada's claim that "Mr. Sunatori's service was converted from Microlink Home ISDN to individual-line service at his request 1997-02-11" is completely false! This was a totally separate request from me to change the billing of the Microlink Home ISDN charges from account number +1-819-595-9210 to +1-819-595-9229 as I had never asked Bell Canada to put the Microlink Home ISDN charges on account number +1-819-595-9210 in the first place when I subscribed to the service back in 1996-01. The Microlink Home ISDN usage charges amounting to $47.55 CAD which appeared on my 1997-03 statement was removed from my account because Bell Canada mistakenly placed usage charges twice during the transition period in the statements of 1997-03, one on account number +1-819-595-9210 ($47.55 CAD) and another on +1-819-595-9229 ($54.16 CAD). For clarification, please contact Ms. Mariane Lesage (1-800-210-2355).
Furthermore, Bell Canada's claim that "Mr. Sunatori had not yet incurred any local usage charges" is no longer correct. If you examine the Microlink Home ISDN charges on account number +1-819-595-9229, you will find that I paid the monthly usage cap of $50.00 CAD/B Channel 3 times so far (1997-03-16, 1997-04-16, 1997-05-16) while I was waiting for the response from the CRTC and Bell Canada. I feel that I deserve to be compensated.
As soon as I received the reply from the CRTC, I decided to take up Bell Canada's offer to migrate to Microlink Centrex III Service without incurring installation and connection charges of $140.00 CAD and $69.00 CAD, respectively. The usual security deposit will be waivered, as approved by Ms. Martine Cyr and Ms. Collette Vezeau. Ms. Marjorem Fournier (1-888-999-7647) has promised me that I would pay absolutely nothing but the monthly usage charge of $87.39 CAD (plus taxes) from now on. She has also confirmed that the in-house re-wiring was no longer necessary, despite what Mr. Sylvain Lapointe stated in 1997-02, but the change in dialing to prefix the outgoing number with 9- or 8- is required. However, my request seems to be on hold due to a death in Ms. Marjorem Fournier's family.
Thank you very much for your attention.

CRTC Commissioner

I have received a second reply from Bell Canada regarding the tariff revision to the Z@P ISDN (Microlink Home) Service.
I would like to point out that in addition to not using a definite word such as "never", Bell Canada should have warned the customers beforehand that such drastic change of tariff TRIPLING would occur and recommended that they migrate to the Microlink Centrex III service.
As you correctly pointed out, I opted to migrate to the Microlink Centrex III service as of 1997-05-23. I submit that I deserve a credit of the Z@P ISDN (Microlink Home) usage charges ($168.12 CAD) for the previous account (+1-819-595-9229) during the 3 months (1997-03, 1997-04, 1997-05) while I was waiting for Bell Canada's explanation and the CRTC's favourable ruling on this matter, since I first raised this issue to the CRTC 1997-02-08.
On the first statement for the Microlink Centrex III service (+1-819-777-2002), I noticed that my refusal to pay the 9-1-1 service charges was not reflected on the bill. Also, the pre-authorised payment was not in effect, although I had insisted on having no changes made from the previous account (+1-819-595-9229). These 2 concerns are being addressed by Ms. Collette Vezeau (1-800-210-2355) in a satisfactory manner.
However, I was shocked to notice a discrepancy of $3.74 CAD/month (plus taxes) between the initial quote for the Microlink Centrex III monthly charge, i.e., $87.39 CAD/month (plus taxes), and the actual amount on the bill, i.e., $79.80 CAD/month + $11.33 CAD/month = $91.13 CAD/month (plus taxes). I was informed that the initial quote was a "mistake", but given the fact that I had put down the initial quote in my previous letter to the CRTC as an absolute promise from Bell Canada, I would like to receive in writing a clarification and an apology for the discrepancy!
I would like to reiterate my request for a new ISDN service which would allow only outgoing calls but no incoming calls in order to better suit my specific requirements. I also fail to understand that I need to pay as much as $11.33 CAD/month (plus taxes) for "First 5 PSTN connections" for the Microlink Centrex III service, as I require only 1 (one) connection.
Thank you very much for your attention.

CRTC Commissioner

Further to my correspondence regarding Bell Canada's business ethics, I was astounded to discover that the Z@P ISDN (Microlink Home) usage cap, i.e., $50.00 CAD each, was charged to my previous account (+1-819-595-9229) for the statements dated 1997-06-16 and 1997-07-16, even though the service was terminated as of 1997-05-23 when another account (+1-819-777-2002) was opened for the Microlink Centrex III service. Upon complaint to Bell Canada, the problem is being addressed by Mr. Sylvain Lapointe, who told me that it was a "mistake", in a satisfactory manner.
This problem is in addition to my repeated request for credit of the Z@P ISDN (Microlink Home) usage charges ($168.12 CAD) for the previous account (+1-819-595-9229) during the 3 months (1997-03, 1997-04, 1997-05) while I was waiting for Bell Canada's explanation and the CRTC's ruling on this matter. I expect the CRTC to instruct Bell Canada to reimburse me for this amount ($168.12 CAD).
Furthermore, I noticed that the "First 5 PSTN connections" charge has suddenly increased from $11.33 CAD/month (plus taxes) to $15.13 CAD/month (plus taxes) for the Microlink Centrex III service. I was not informed of this change when I was given the initial quote 1997-05-23. The monthly charge is now $95.72 CAD/month, instead of the initial quote of $87.39 CAD/month (plus taxes), representing a discrepancy of $8.33 CAD/month (plus taxes), or nearly 10% increase from the promise when I elected to switch from the Z@P ISDN (Microlink Home) to the Microlink Centrex III service!
I would like to reiterate my request for a new ISDN service which would allow only outgoing calls but no incoming calls in order to better suit my specific requirements. I also fail to understand that I need to pay as much as $15.13 CAD/month (plus taxes) for "First 5 PSTN connections" for the Microlink Centrex III service, as I require only 1 (one) connection.
Thank you very much for your attention.

CRTC Commissioner

I was astounded again to receive a bill dated 1998-04-16, in which a new additional charge of $57.51 CAD/month for "Microlink Standalone Usage" mysteriously showed up. The whole purpose of switching from the Z@P ISDN (Microlink Home) service to the Microlink Centrex III service was to avoid such monthly usage charges, and I was not aware of receiving any notice of tariff revision.
Upon my complaint, Bell Canada confirmed that the charge of $57.51 CAD/month should not have been there, and that I was not the only Bell Canada customer affected by this billing error. Bell Canada promised to issue a credit, but how many "honest mistakes" do I have to take? I would hate to imagine a billing nightmare in a couple of years because of the Y2000 Millennium bug!
To my disbelief, exactly the same additional charge of $57.51 CAD/month for "Microlink Standalone Usage" showed up yet again on a bill dated 1998-05-16. It seems that I have to notify Bell Canada of the error every month. This may even be a conspiracy by cash-hungry Bell Canada to extract money from the customers who do not notice or report the recurring accounting errors.
Incredibly, Bell Canada suddenly changed the configuration of my ISDN line 1998-06-04 without notifying me in advance, cutting off my Internet connection. Upon reporting the problem to 611, I was told that I now have to add a 9-prefix to all outgoing ISDN calls. Bell Repair Department encouraged me to talk to Bell Business Office because they had not received any work order on my ISDN line since 1997-05 (more than 1 year ago), when I switched from the Z@P ISDN (Microlink Home) service to the Microlink Centrex III service. So, there seems to be an internal communication problem within Bell Canada. In the mean time, I panicked and called my Internet Service Provider (Netcom) because I thought it was the router problem. Bell Canada's careless action not only affected my sanity and put my Internet Service out of business for 1/2 day, but also wasted more than 1 hour of time for Netcom Technical Support who was very responsive to the situation. Bell Canada Accounting Department finally offered a verbal apology and a promise to correct the billing error.
Exactly the same additional charge of $57.51 CAD/month for "Microlink Standalone Usage" showed up yet again for the third time on a bill dated 1998-06-16. Ms. Marie-Hélène Lapalme promised that everything will be corrected in the next bill.

The following information was provided on page 2 of the bill.

Information

On May 19, 1998, business line/PBX trunk prices decreased to $39.95 monthly. Prices for two-party, four-party, and Message Rate service are unchanged. New prices and any adjustment from May 19 are reflected on this bill. New prices quoted exclude $0.13 Bell Canada Relay Service surcharge.

The Bell Canada operator said that this price decrease does not apply to any of the services that I subscribe to. Bell Canada's action to print this misleading message merely confuses customers. I consider it a false advertisement.
A different additional charge of $50.00 CAD/month for "Microlink Standalone Usage" showed up yet again for the fourth time on a bill dated 1998-07-16. This time, the taxes (GST + QST) for the monthly usage charges were not added for some reason. Ms. Lucy Dumouchel promised that everything will be corrected in the next bill.
Thank you very much for your attention.

Information
On May 19, 1998, business line/PBX trunk prices decreased to $39.95 monthly. Prices for two-party, four-party, and Message Rate service are unchanged. New prices and any adjustment from May 19 are reflected on this bill. New prices quoted exclude $0.13 Bell Canada Relay Service surcharge.

Bell Canada's Reply

...
Given Mr. Sunatori's complaint history, no further contact has been initiated by the Company.
- Director
- Regulatory Matters
- Bell Canada

CRTC's Reply

...
Commission staff has had the opportunity to review the company's comments and is satisfied that your concerns have been adequately addressed.
- Manager
- Correspondence and Complaints Division
- Communications Branch
- Canadian Radio-television and Telecommunications Commission

Hypocrisy

The following is an advertisement by Bell Canada in the Ottawa Citizen newspaper 1998-01-19.

Promises matter.

At Bell, we believe there is nothing more important than a promise. And today, we'd like to make a promise to you. We promise that we'll always be competitively priced. Now and in the future. ... We promise.

Promises matter.
At Bell, we believe there is nothing more important than a promise. And today, we'd like to make a promise to you. We promise that we'll always be competitively priced. Now and in the future. ... We promise.

The following is an advertisement by Bell Canada in the Ottawa Citizen newspaper 1998-01-30.

The Bell Canada Promise

Ten days ago, we made a promise to you, our valued customers. You may have seen a television commercial or an advertisement in this newspaper that proudly presented our promise. But today, we wanted to take a few minutes here to explain how serious we are about this promise and what it means to you.
We state our promise this way. We promise that we'll always be competitively priced. From this day forward, we always want you to feel that you're being treated fairly by us and that you are getting the best value with Bell as your telecommunications company.
...
We hope this has given you a sense of how committed we are to what we're doing and that we don't for a moment take your business for granted. Some people might say that promises can be broken. We assure you, the Bell promise is one promise that will be kept.
Sincerely,
Ron Osborne
President & CEO

Do you really think Bell will keep their "promise" this time around? Good luck!

The Bell Canada Promise
Ten days ago, we made a promise to you, our valued customers. You may have seen a television commercial or an advertisement in this newspaper that proudly presented our promise. But today, we wanted to take a few minutes here to explain how serious we are about this promise and what it means to you. We state our promise this way. We promise that we'll always be competitively priced. From this day forward, we always want you to feel that you're being treated fairly by us and that you are getting the best value with Bell as your telecommunications company. ... We hope this has given you a sense of how committed we are to what we're doing and that we don't for a moment take your business for granted. Some people might say that promises can be broken. We assure you, the Bell promise is one promise that will be kept. Sincerely, Ron Osborne President & CEO

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