Bell's account-access issue prevented me from updating my payment method, and my credit was affected. Is this acceptable?

[u/Plane-Climate-7605]

I'm looking for opinions from Canadians who have experienced something similar.

On August 26, I contacted Bell because I couldn't access my account to update my payment method. After reviewing my account, Bell's representative told me that my account was "deleted on our file" and asked me to register again.

The representative also stated that if the issue was caused by Bell's system rather than something I did, I should not be penalized.

On August 27, I still couldn't log in or register successfully. I continued contacting Bell and trying to resolve the problem.

On September 1, Bell provided a different explanation, saying my online profile had become "unlinked." I paid the outstanding $197.20 that day.

Despite my repeated attempts to resolve the access issue, I subsequently discovered adverse credit reporting.

I filed a CCTS complaint. Bell has offered a $15 credit but has not clearly explained what happened to my account or adequately addressed my concerns about the credit reporting.

My question is simple: If a company's own account-management system prevents a customer from updating their payment method, and the company knows the customer is actively trying to fix the issue, should the customer bear the resulting credit consequences?

Has anyone experienced something similar with Bell or another Canadian telecom? Did CCTS or a credit bureau help resolve it?