Bell changed my rate plan without my consent!
Seeking some advice as to how I should proceed with this.
Earlier this month, I called Bell to see if there would be a cheaper BYOD plan I could switch to, seeing as my 24 month contract was no longer locked in. I was on a pretty good plan already - $50/month Canada wide "premium" tier, with $30 for 20GB of data (a double-data promo Bell had going on last year). The Bell customer service rep told me she could take me down to a $40/month BYOD plan and keep the double data, for a total of $70/month. I was impressed and told her to go ahead, after clarifying multiple times that my plan would drop from $80/month to $70/month.
Later this month, I received my Bell bill and it stated that I had in fact been moved off of the $50/month premium plan, but the representative had also cancelled my double data add-on and moved me to an $85/month nationwide BYOD "loyalty" plan with 20GB of data. While this is still a good deal, it is most certainly not what I was quoted and is in fact more expensive than what I was paying before. Considering I was quoted $10 cheaper and ended up with $5 more expensive, I was pretty upset. So, I called Bell's customer support line again.
The agent I spoke with this time told me she suspects that the previous agent had in fact tried to change my plan to this $85/month plan, but also add on a $15/month credit applied to my second line on the account to bring the net cost down to $70. However, my secondary line on the account already had promotional credits applied to it (from a $15 off each additional line deal back when I signed the second phone's contract in 2018), and because there was already a promotional credit applied, the additional $15 off the agent tried to add didn't take effect and I was being charged the full $85/month. In other words, Bell increased my plan's price after telling me it would be lowered. I told the agent that if they couldn't honour the initial price the first agent had told me, I'd like to go back to my previous plan which was still $5 cheaper. The agent told me, however, that since that plan was grandfathered the previous agent deleted it from my account, I had to stick with the $85/month plan and would be stuck paying an extra $5/month indefinitely. All because the last agent made a mistake.
While the representative offered me a small one-time credit that would cover the increased price for a few months, I'm still stuck paying $5/month more for as long as I keep the plan which over multiple months will certainly add up. I understand that carriers can increase the price of your rate plan off-contract so long as they give you 30 days notice, but I was outright lied to and given no notice that this is how my plan was changing. I feel cheated and lied to.
I have filed a complaint with the CRTC [EDIT: CCTS, not the CRTC] and reached out to Bell again, but I'm wondering if anyone has any advice as to how I should proceed with this? I never gave them permission to change the grandfathered double data plan, and it seems as if I'm stuck with a more expensive monthly rate now through no fault of my own. Advice?
TL;DR: Bell promised me a lower off-contract rate plan, agent accidently changed it to a more expensive plan and deleted my grandfathered plan, Bell tells me it was a mistake but they can't get me my old cheaper plan back, and I'm now stuck paying more. What should I do?