Charged accidental roaming when on pre authorized payments, received credit, how to get a refund?

UnlimitedData
Contributor

‎06-11-2026 10:29 PM - last edited on ‎06-12-2026 08:39 AM by

What would you do? My Bell bill is normally $80/month and I was alarmed by a $455 charge today!! Unfortunately I had pre authorized payments set up and they charged me $455, and said my texts were charged roaming. I did not leave the country nor did anyone I know! They "helped" by crediting my account and will not refund me. Very frustrated! Has anyone else experienced a mistake by Bell and wasn't handled properly? This is unacceptable.

 

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WelshTerrier
Community All-Star
Community All-Star

‎06-12-2026 06:43 AM - last edited on ‎06-12-2026 08:40 AM by

Good Day & Welcome.

Thank you for posting your question.

This is a peer-to-peer website. As such, we do not have access to your account and billing records. Billing issues such as this cannot be resolved on this forum. If you can provide us with some further information, we will do our best to answer your question.

Which Bell Mobility plan do you subscribe to? Are all of the charges related to roaming & international texting while you were in Canada. Did you send any text messages from Canada to other countries?

Bell does charge for text messages while roaming, depending on your destination and plan. Standard incoming text messages are generally free, but outgoing texts and messages sent while traveling outside of Canada incur specific fees. 

If Bell overcharged you and made the mistake, then you should call Bell Mobility Accounts & Billing and request to speak to a Bell Management representative. Unfortunately, there is little else we can suggest to you to change an account credit to a refund.

Please call: 1-800-667-0123 or dial *611 from any Bell mobile device.

Take care.

I am a Community All-Star and customer. I'm here to help by sharing my knowledge and experience. My views on Bell and the Community Forum are my own and not the views of Bell or any of its affiliates.

BellAntonie
Moderator

‎06-12-2026 03:12 PM

Hey there @UnlimitedData , 

Welcome to the community and thanks for your post. 

We can definitely understand your frustration and are happy to learn that they helped and reversed the charges. 

By default, Bell does not issue an automatic refund for an overpayment. Instead, the credit balance (marked as "CR" on your statement) automatically carries over to the next month's bill, reducing the amount you owe until the balance is used. 

The absolute fastest way to get your money back is to contact your bank or credit card company immediately to request a payment reversal. Please know that if you do request a payment reversal, a manual payment will be needed to cover your owed balance on your account. 

Let the community know if you have more questions.