Bad Service, bad billing, doesn't follow through with promos
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 mail box 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.