Qwest Bundling of services is 3 card Monte, only worst. In 3 card Monte you (the Mark) get to select the RED QUEEN 1-in-3 chance. You win 'til you lose. Then you walk away. With Qwest, a sales representative tells you 2 years high speed internet @ $14.99 a month if you bundle it with home phone service for $35 a month for a year and if you bundle DirecTV, it's $24.99 a month off for 2 years. So I say that sounds great (and I'm stuck paying for 2 years prices I never agreed too) plus they are offering Visa cards loaded with from $50 to $300 dollars depending on what you sign up for.
I ask what will I get, he says that will have to be determined because we have to bring your account over from DirecTV. They next mail me a modem, they turn on the phone service. My first month's bill is $199.00. I call customer service. They tell me no such bundling offer exists. I tell them I have a copy of the chat, which I saved with one note (I didn't play fair) CS tells me that the chat is not acceptable proof. I tell them it has the reps name and ID number on each line.
CS tells me there is nothing that can be done: the internet is only good for 6 months, not 2 years, but if I increase my monthly payment from $14.99 to $29.99 a month, I can have it for 2 years at that price, and that's for 1.5 Mbps service. My area does not have the up to 40 Mbps service available and they don't know when it will be available! I said I was getting 8 Mbps from Comcast for $30 a month, does it make sense to you I would downgrade my service?
CS told me they are not in the business of figuring out why customers change to Qwest and it doesn't matter because I have agreed to a 2-year contract. I then asked what is happening to my DirecTV bundling, CS said there is no record of a request to bundle DirecTV on my account and besides, it is only $5 off a month for 12 months and that I was not going to receive and cash back Visa card!!! I asked for a supervisor, CS said there were none available, and besides they would just tell me the same thing.
Knowing that Qwest has a "LOYALTY" department to handle resolutions, when I confronted CS with this information, CS denied to me that any entity existed beyond her voice to help me and if I had a problem, I should write to corporate. CS then said is there anything else I may help you with before ending this call? I asked CS to enumerate all of those things that were resolved during this call. CS say, "I don't have to keep repeating myself to you, I don't like your tone or the direction this call is going, have a good day." Then dead air. I was hung up on.
My suggestion to all of you folks reading this is remember it, should you get an urge to "Go With QWEST", I was lied to, some might say defrauded, I was told that what I said could not be true! So, according to QWEST I am a liar. I am stuck in a marriage of my own making, but when I lifted the veil the bride, was the Bride of Frankenstein. Anyone out there have a similar problem with QWEST bundling or deceit? IF SO, HOW DID YOU FIX IT? Can anyone give me any advice, I would really like some help fighting Corporate America! Thanks for reading. HELP ME!
ARIZONA -- I would not recommend getting any bundle packages through Qwest. First of all, they know nothing about the bundle services they offer. Qwest offers one thing for a certain price and certain restrictions, then DirecTV and/or Verizon Wireless (depending on which you choose) tell you something totally different. They will even admit to Qwest not knowing what they are doing and false advertising, but of course they won't do anything about it because Qwest's mistakes makes them money!
Qwest offered me the bundle package, and I first went with DirecTV. The price Qwest offered me was totally different than DirecTV's bills that appeared on my Qwest bundle bill. I called Qwest, they told me I had to talk to DirecTV. I called DirecTV and all they can say is they don't know why Qwest gave me the prices if they don't know, and that it would cost me $400 to cancel my contract with them.
Another problem was that I accepted an offer through a Qwest representative (when all I called for in the first place was a question on my bill) for a "free thirty-day trial - no obligation promotion" on their cell phone services with Verizon wireless. I thought it sounded too good to be true after all the fancy talk the representative gave me. He told me that I had no financial obligation to them or Verizon for thirty days, as long as I return the phones to Verizon before the thirty-day period ends.
I did just that, and was not happy with the phones or service I got (since Qwest was trying to pass the buck when I called them to get the same exact phones that the Qwest representative promised me) so I returned them to Verizon Wireless fifteen days before the thirty-day trial period was up. Since I liked Verizon Wireless, I went online and ordered phones through them separately. I thought it was weird that I did not get a bill from Verizon for almost two months. But then I got a bill from Qwest stating I owed $825.70 to them from the Verizon Wireless they paid Verizon from the 30-day trial period usage.
There was no way in hell that we used that much money worth of service in a matter of 15 days. I called Qwest, they tried to justify it, then basically told me that they already paid the bill; therefore, I am responsible for it. I called Verizon and asked them what was going on. They told me that someone there forgot to enter in the system that the phones were returned, and for me not to worry. They would take care of it.
The next month, Verizon sent me a bill for -$68, meaning I did not owe any money that month. That same month I got the bill from Qwest for the $825.70. Verizon told me that I would have to talk to Qwest about the bill to see if they can refund it. I called Qwest again and asked them to please call Verizon with me on the phone, because this issue needed to be resolved. Qwest representatives refuse to do that, and told me that I needed to contact Verizon on my own.
So all in all, Qwest is giving me the run around for paying a bill that they did not even bother asking me or Verizon about, and Verizon is giving me the run around about them crediting half of the $825.70 toward my new cell phone service with them. But what I told them was that even with that credit, there was no way that we used $400 worth of service in 15 days. So my advice to anyone trying to look for cheaper service is "never get Qwest bundle packages" - they suck! That is Qwest's, DirecTV's and Verizon Wireless's way of making quick money, and that is wrong. I am also going to notify the Better Business Bureau regarding this matter.
If you want to spend thousands of dollars over Qwest's and Verizon Wireless's mistakes that they keep trying to justify instead of stepping up to the plate and correcting it because they value their customers, then go ahead and try it, but if you're smart, you will go with Cox. It's cheaper in the long-run, better service, "no contracts", no hidden fees or microscopic writing, etc. Getting Qwest was the biggest mistake of my life, and I wish I could take it all back.
I am a college student and upon moving into my first place, I got Qwest for internet service. The house I lived in was old and the phone line wasn't connected so I called after getting service to come install a phone line so I would be able to use the internet. During this time on the phone trying to get a service tech to come out, they told me I could bundle my Verizon service into one bill with them so I agreed.
After scheduling two times for them to come install the phone line, only to have no one show, I cancelled my Qwest service and that's where it all began. They tried to tell me I'd have to pay for the two months I had gone without service even though I never had internet access because they never installed it! They also informed me I'd have to pay the termination fee which I was fine with, just not the service I never had.
During this time I paid my Verizon bill individually since I had cancelled my Qwest service. However months later, I get an outstanding bill of $800 (yes $800!!!!) from Qwest saying that they had paid multiple Verizon bills. I did a three-way call with Verizon and Qwest where Verizon told Qwest we had paid the bills and they still won't drop it. I called countless times and have spent 5 hours easy talking to them.
Now I'm getting daily harassing/rude calls from Qwest to pay for a service I never had and phone bills I've already paid. My mother has even talked to them and they constantly give the run around saying my ONLY option is to pay them the full $800+ dollars. I would have easily gone without internet if I had known this is how it would be.
MINNESOTA -- Qwest supposedly wired my apartment building therefore I am forced to use their service. The wiring job was awful. There are at least 8 phone line jacks in my apartment, however, I had to choose ONLY one to use when my internet was connected due to the crappy wiring (I'm the first person to use the internet service in this unit as they are new apartments). Their prices are ridiculously high.
I was away for sometime and came back to my internet and DirecTV not working. Clearly it was due to something I did not do and they would not give me credit. The DSL was out because a prior service technician knocked my line out on accident. Since I was not there for months to know exactly when this occurred, they would not give me at least some credit for them messing up my connection although I was paying for a service that was not working.
Another issue is I sat and waited for repair for the 4-hour time window. I find out I'm the only repair ticket for the morning for this technician who calls me 15 minutes past the window time only because I called to company to find out what was going on. He apologized and told me he couldn't gain access to my box because the office was closed. Had I known that is what he needed I would have scheduled it at a different time. Other cable companies have told me to make sure the office is open, why couldn't Century Link?
Waste of my time. Waste of their money. DO NOT USE THEM!! Also, it would be nice if their business office was open beyond 5 pm daily. Somewhat hard to spend 20-30 minutes on the phone with customer service when I have to work.
I have read most of the reviews on here and boy do I wish I had done my research before calling Qwest to order service. My problem with Qwest goes back to well over a year. If it weren't for the fact that I am trying to purchase a new home in the near future, I would let this account go bad because I am seriously being ripped off by Qwest. I will make this short.
I ordered Qwest for the first time last spring 2010 but only ordered internet. Somehow, when I got the bill I noticed I was being charged for phone service as well. I called them and told them to please remove the charge and any phone service because I didn't ask for it. The representative said she would note it in the account and asked that I pay the internet charge immediately so I did. I made a phone payment with her. The following month I got my new bill with the phone service charge on there again. Now I had a new charge plus the old charge on the new bill.
I called them again and then the representative told me I had to call a separate number for the billing department and she couldn't transfer me because it was already closed. I called the next day and the representative said she would take care of it immediately. I totally relied that she would, but guess what?! The damn bill came again the following month with the stupid charge on there again. Three months of phone service now at this point tacked onto my bill. WTF!
I called the billing department again and the representative read my account notes and said, "I am so sorry you have gone through all this trouble. I cannot believe it's been this many months and this has not been taken care of for you. I will help you with this and take care of it immediately. You should be getting a credit on your next bill." Wow, I'm super thrilled because the new representative I talked to sounded very nice, professional and honest. That was my feeling talking to her. Boy was I wrong again! Next month's bill, same situation.
I should have gone with my first instinct last month and just requested the service disc. But I didn't think it was fair that they would make me pay for a service I didn't have. Long story short, it's the end of March 2011 and my bill issue has not been resolved. Instead what happened was they closed my account, created a new one so they could use a different account number since I didn't have phone service. What did they do instead? They charged me $25 for "changes to my existing service" and a $35 restoring fee for my internet. **!
I began my services with Qwest at the beginning of December '10. So, January I had received two separate bills from Qwest. One bill was for about $78, the other was for about $118. I didn't understand why, I could not figure out why either. So I called them and talked to a representative. After a while on the phone, she informed me the bills had two different account numbers, they would be taken care of, and I did need to pay both amounts for the start up costs and services. So I did. I paid them the 21st of January for both amounts, no more that a few days after I had talked to the Qwest representative.
Today's date is February 23, 2011, and in my mailbox was a letter from a collections agency, from Qwest, for the $78 I had paid them last month. Of course I was very upset, so I called the collections agency to see what I needed to do. I ended up calling Qwest, and they told me the payment had been mixed up because there were two accounts (even though they were supposed to have been merged) and there was a $78 credit to the account that I was billed $118, while the account for the $78 dollars was sent to collections. I was furious, since I had made an attempt, last month, to clear up the confusion.
It had been less than a week since my contact with Qwest before they had sent me to collections, no one could give me any answers, and the representatives lost their cool due to my frustration with them. I admit, I was not as calm as I should have been, but I was so upset that I had been told the two separate accounts would be taken care of, they weren't.
Less than a week, those people sent me to collections, no note on my account that I had contacted them with questions about billing and accounts. They made no attempt to collect the amount (if their records did, in fact, showed my account was not paid) before sending me to collections, which would have cleared up the whole situation before it got that far. Then the reps seemed as if THEY were doing me a favor by taking the call. They are paid to do their job.
Needless to say, I ended my services with them just shy of three months. Not that it really matters, I never got the promotion for the prepaid VISA. I didn't complain about that to them at all, but after this billing/collection mix up with impatient reps, I will bring it up. If you go with Qwest, good luck.
WASHINGTON -- Very frustrated. I started back in '07 when I had phone/Direct/internet. I decided to switch to a different company in '08 for phone and internet, leaving my account DirecTV with Qwest. I called back on August to request that I be unbundled with Qwest. I actually had DirecTV representative conference me in. Direct documented the call, Qwest did not. I was told it would be done and received a confirmation number. October, called Qwest to pay bill and inquired if my prior request had been put in. Well to my surprise it hadn't. I then had Direct TV conference me with Qwest again to request this. I received a confirmation number. Again Direct TV documented this, Qwest did not.
Well it's Feb. and I am still bundled. Called in today about it and DirecTV said they would conference me in but they needed the number, they no longer had access. Really? You guys do business together and you don't have a contact phone number in case there is an issue? OK ** (DirecTV Rep), I will give you the number. We get wonderful ** from Idaho call center who puts in another request. I asked speak to a supervisor and he tried for 15 minutes to sway me - telling me that the supervisor would do the same thing, or that he can do everything for me, it's not his job, it is his supervisors job to tell him how he is doing.
Oh really so I am supposed to take your word for it that its actually going to happen? This is my 3rd time. The reason I asked for a supervisor is because he flat out told me I couldn't have one w/ DirecTV still online. I normally let bad customer service go but I'm very frustrated. I worked as an Escalations representative for 5 years, so I know what to say when a customer wants to speak to supervisor. He didn't get it.
This why I will never deal with Qwest again. They have horrible customer service. Just horrible. It was my fault for going back to them when I knew better. I recorded the last several minutes of the conversation and reporting them to Better Business Bureau.
MINNEAPOLIS, MINNESOTA -- Some time in 2006 my husband and I signed up for bundled services with Qwest for our internet, landline and Direct TV because we were told it would only cost us $99.00 per month for all three. The bill actually turned out to be $137.00 per month after they were done taxing and fee-ing us to death, but I didn't complain because we had a 2-year contract and: (1) we're stuck; and (2) I could afford it.
Come August 2008, the price of everything continues to rise and we start looking for places to save money. My husband called up Qwest to see what they could do to lower our monthly payments before we were forced to cancel our services. To my surprise they offered us $10 off our DirecTV, took the bells and whistles off the phone (i.e. caller ID/waiting etc.), 3 months free Starz & Encore and 6 months of free internet...woo hoo! I thought wow!
Our September bill came in the mail and my head about came off—the bill was $30 more than the previous month? What?!? When my husband called Qwest to find out why the bill was more, he was told it was because when they reduced our phone package we lost our bundled savings. That didn't seem right to me. If the bells and whistles after taxes and fees were about $50 per month and the new phone without the fancy stuff was no $30 per month, how could the bill have gone up rather than down?
I called Qwest a couple days later and guy told me that we were being double-billed for our DirecTV so that DirecTV could sync up its billing cycle with Qwest and we'd now be paying a month ahead rather than a month behind (how convenient!). I had noticed on our September bill that we had been charged for the internet and when I asked him about this, he informed me that it could take 30 to 60 days to go into effect.
I asked why it took so long for this feature considering they had already made the other changes—his only response was that this was a new benefit and the previous person we talked to probably didn't fully understand it. He said we couldn't “back date” the “order” because the “order” for the free internet hadn't been filled yet, but that it was scheduled to be done by the end of September and before our next billing cycle.
Fine. Obviously there wasn't much we could do but pay for what we were told would be free, plus the double bill of the DTV and wait for the “free” part to eventually kick in. It is now October, our new bill came in the mail today—this is the next billing cycle the representative referred to and still Qwest has failed to make good on its offer for six months of free internet.
TUCSON, ARIZONA -- We have been customers of Qwest for 5 years. Qwest Bundle and cell phone service is very poor. Recently we added a cell phone. A couple of weeks into our contract I called customer service to see how I can check my text charges since our initial plan did not have unlimited text, our balance was $14.65. The customer service representative recommended we changed to unlimited text for an additional $5.00+ and then the following month will be $20. I asked if I had to pay the $14.67 balance and then the $20 for the remaining two weeks. He said no - this will backtrack and all your text message will be covered. He said it will be effective immediately - so I changed plans and started texting.
Well it was not effective until 2 days later, when I received my bill, I was charged $40 for the first two weeks' texts message and $20 for the first month unlimited text. I called, the customer representative I spoke to said the guy I changed my plan with was new and was wrong. However, I had to pay for his mistake. I asked to speak with a supervisor, she said it would not make any difference, I was on hold for 30 min. The supervisor was rude and would not even listen to my problem, he said the representative I was just talking to had no way of knowing if the guy I made the changes with was new or not and I had to pay.
So I decided it was not worth the time and paid the huge bill. One week later I received a letter asking me how they can help - Qwest assist is all about you. So I called to at least let them know I was not a satisfied customer and will be moving to a different provider. The customer representative ** was very nice, transferred me with her supervisor, she listen to my experience, apologized for the wrong information I was given when changing plans and awarded me a $40 credit. However, their system was down and they needed to call me later with a confirmation number for the credit.
Well, a month later, no call and no credit. I called and was not able to find ** the customer rep said he can see the note from our last conversation and could see I had a $40 credit approved and w/ initials for a supervisor. He asked me to hold - 10 minutes later he comes back on the phone and said he spoke to the supervisor that initialed the credit and she did not remember our conversation, so I was not going to get my credit. Bad customer service, rude and a waste of time. We are changing providers.
We moved in August and I decided to try DirecTV instead of cable which I had had for 10 years. Qwest was promoting an $89.99 a month bundle with phone service, internet and DirecTV. I should've known from the start. It took me over and hour on the phone to get signed up. Although the customer service representative was very nice, he seemed to have no idea what was going on. He told me that everything is completely different in each state so it takes them forever to figure things out.
To make a long story short, I have spent over 10 hours of my life in the last 5 months on the phone with Qwest and/or DirecTV. My bill each month has been at least $140 when it should be around $100 with taxes and fees. Qwest blames it on DirecTV and DirecTV blames it on Qwest. THEY ARE OVERCHARGING ME AND I CAN'T GET ANYONE TO TAKE CARE OF THE PROBLEM.
DO NOT USE THEM UNDER ANY CIRCUMSTANCES!!! It will cost me $400 to get out of my contract, I may do it because I can't handle the stress anymore when my bill comes. I can't waste any more time on the phone with these people. If you are going to try to have 2 companies work together, FIGURE YOUR STUFF OUT BEFORE YOU TORTURE US!!!