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Promised, Billed, And No Delivery... Qwest And Follow Through...
Posted by Suni on 12/12/2008
GRANTS PASS, OREGON -- I live in an geographic area with limited to no cell phone reception to my home... And the only DSL carrier and landline provider in the area is Qwest...

About two months ago, in response to advertisements to save money via bundling services, I made my first mistake: I called Qwest to ask about their bundled services. And, I ended up bundling, supposedly getting three features bundled -- saving me money, of course -- plus 300 minutes free long distance per month -- and we canceled my out-of-state long distance carrier while we were at it (me being assured multiple times by the person doing that, that I needed to do nothing further -- he did ALL the canceling). Well, not much really happened after that phone call... Caller ID, a new bundled feature, never worked. The old long distance company continued to bill me. I continued to be billed by Qwest for in-state long distance. I am not sure if the over-all cost of my phone bill was reduced at all...

In the meantime, thinking positive, I called Qwest to get the caller ID working. Well, again, supposedly someone worked on that but not successfully. Qwest blamed the lack of caller ID on my equipment -- some of it new within the last year, having and certainly capable of caller ID... ( i.e. good equipment from a reliable company).

Having not learned my lesson, I decided to complain to a Qwest customer service representative who, again, tried to save me money by making some changes to, this time, my internet service. To my complete satisfaction, the next bill from Qwest was lower but not for long: This month the bill doubled...

Again, thinking this matter could be fixed, I immediately called Qwest. The representative I spoke with tried to fix things -- I think. I'm not sure. I was having grave doubts about Qwest by this time. After being placed on hold for the third time while she tried to "dot all my 'i's, and cross all my 't's", I disconnected the call. This woman was beginning to sound like the first woman with whom I spoke -- the one who bundled the first set of services two months ago with little result. Who knew what I would really get and how much I would be charged this time around? I wasn't going to chance it.

After hanging up and (a) considering the situation for some time, (b) getting connected to Qwest Internet service where I could study my bill and change services myself if need be, (c) investigating other possible phone and fast speed Internet carriers in my area (no solid options there), and (d) finally finding this site and learning that, indeed, I am not alone, I realized I was being charged for a change in Internet service THAT I NEVER GOT. And what's new with that... I didn't get the other promised services either; however, I also didn't get a big bill paying for services that didn't exist unlike this time.

So this morning, I phoned Qwest. When the automated service answered my call, I relentlessly pushed 000000s until I was put through to an actual person. When that person wanted to assist me, I gave him no information despite his persistence other than "Connect me to the billing department." Of course, he did not transfer me to the billing department -- I expected this boggled response.... after-all this was Qwest where boggling is standard practice and the customer never gets what she wants. I KNEW what I was dealing with: Perfection in service is NOT what they are building their reputations on...
But, the next person did connect me to the billing department. I explained my case to the billing department. I was being charged (since Nov. 1) for a service I had not received. The billing representative looked. He saw. And he actually verified that "she" had, indeed, disconnected one set of services but never connected the new services (par for Qwest), that I was being charged for a change that had never happened and, in fact, I should not have been charged for even if it had happened... So, the billing representative indicated that he would credit my account, change things back, not charge me next month, and even save me some money on-going every month, AND give me some confirmation numbers that, indeed, these changes were taking place.

Well, of course, promises are promises... And we all know Qwest. Promises are their stock in trade; it's follow through that's iffy.... well, maybe even.... rare. So its wait and see for me (and I will check out my account on the internet, too, to see if any changes were made.... charges dropped, etc., etc.) before I know what actually took place this morning. Perhaps I will actually pay Qwest less and get at least what I used to get before I bundled... and got nothing, anyway. In the meantime, there may be hope coming in the form of a new broadband service to my area... connecting phone and internet... And perhaps I can finally bail on Qwest... I know the technology is out there... I am dreaming of one of those small satellite dishes attached to the house with a flow of signals connecting me to the internet.... talking through the computer... I know this can be done... It's out there somewhere... and for a reasonable price!
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Worst company ever.
Posted by St413 on 02/17/2008
I signed up for internet with Qwest because of a good deal. Do NOT be fooled by this. After a month of no problems, my internet started working when it felt like it. It would be out for weeks at a time and I was constantly on the phone with technical support. Wait, I take that back, because I am a mac user, they would immediately turn me away due to "legal reasons". I finally became fed up paying for internet that never worked and decided to cancel my services. After being on hold and dealing with VERY rude customer service agents, I was told everything was cancelled. That is until I received a full bill in the mail. When I called, I was bounced back and forth between departments, without being told why, and spent 15 minutes on hold. I found out my services were never disconnected and I was told that they would do it and backdate my account. I have just received ANOTHER bill for services I did not authorize to be added for over 60 dollars.

I have never been angrier or more dissatisfied with a company in my life. It has given me more headaches and frustrations that I should deal with. All for internet.

Do not, under ANY circumstances, sign up for any services through Qwest. You will only spend time on hold with the company trying to figure out why they keep screwing up.
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Posted by tander on 2008-02-17:
I have had qwest for over 20 years, phone service that is, also I have had their dsl for over 5 years with no problems but I have noticed their customer service has changed to more foreign help people that don't know what is going on but just hang up and keep calling till you get an american speaking person LOL
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DSL ALways Disconnecting
Posted by LindseyMP on 09/19/2007
My DSL connection through Qwest keeps systematically stopping and starting. After switching modems and working on wiring we spoke with another customer that is experiencing the same problems. Qwest claims they do not know what the problem is.

Doesnt make sense to pay for a service that doesn't work.
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Posted by MRM on 2007-09-19:
Cancel Qwest and get Verizon DSL.
Posted by Anonymous on 2007-09-19:
The major problem with DSL is 'line noise'. Call the phone company (not the DSL support line) and tell them you hear noise. Ask them to notify you when the problem is resolved.
Posted by StudentHenrico on 2009-05-30:
and they say they have 99.99 percent line reliability, its impossible to make that statement, because they cant monitor all lines in all local areas that they "service"
Posted by Anonymous on 2009-05-30:
Student, you realize you are commening on posts that are two or more years old??
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Posted by FrustratedWebber on 09/24/2010
Qwest technical support is awful and the customer service is just as bad. I mistakenly decided to upgrade my internet, since the one I was using with QWEST was soooooo slow even though it was DSL. Within a couple minutes of my signing up online with Qwest to upgrade my service, I notices my pages taking an eternity to open only to get an error message saying the connection timed out or the page just NEVER opening. I found this odd, but my upgrade it said wouldn't take affect until 3 days later, so I thought it must have just been a coincidence. That was Aug 2nd. To this day, I still have problems opening certain pages on my intenet to include my MSN. COM homepage, Hotmail, several of my credit card companies pages, and sooo many more. When I contacted Qwest several days after the upgrade to tell them I wanted to cancel my upgrade because of the problem, they wouldn't let me and told me it must be MSN or my computer that is messing up. They contacted MSN, called me back and said it was my computer. So, I contacted Toshiba, and they couldn't figure out the problem, saying it must be my modem. I called Qwest again, they said NO! Toshiba said restore to factory default. I did that but it still didn't work (only made it worse because the connection at my house won't let me do any of my updates or download drivers and software, to include my antivirus program and print drivers) I called and emailed Qwest, the one guy hung up on me!! I took my laptop to a coffee shop and EVERYTHING works fine! - Proof it is my home connection with Qwest...it has been almost two months; Qwest is still charging for my Internet and my upgrade, but they haven't even tried to help resolve the issue. I even got an advertisement in my mail saying I am eligible for a free upgrade!!! Woohoo...we know where that got me in the first place. DON'T USE QWEST>>>THEY WON"T HELP YOU IF THEIR SYSTEM MESSES UP!
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Posted by Skye on 2010-09-24:
We have Qwest and our internet moves at the speed of light. Never have any issues with Qwest. Sorry yours did not work out.
Posted by Qwest on 2010-09-27:
Hello, Steph from Qwest here, I'm sorry to hear that you've had this ongoing trouble with your service and that none of your attempts to resolve it have helped. Please email me at talktous@qwest.com and I'll have a higher tier technical support specialist get in touch to help you resolve this. Please send me:

1)your billing phone number
2)your billing address
3)your best contact number
4)a copy of your post here

thank you

Stephanie Lake
Manager, Talk To Qwest Team

"At Qwest your account information is confidential and protected by law, so I need your permission to access the account.”
Posted by jktshff1 on 2010-09-27:
So, Stephanie, it takes a complaint on a website for Qwestionable customer service to respond in a timely manner and take care of the problems? Like it's believable that YOUR e-mail is talktous@qwest.com. Just another scooter in the loop.
Posted by Anonymous on 2010-09-27:
Wonder if she is real and verified by m3c.
Posted by MRM on 2010-09-27:
Shes all woman.
Posted by Qwest on 2010-09-28:
Hello again, Steph here,

This might help you feel more secure that I do in fact work for Qwest, and do use websites to help find and resolve issues for customers.

thank you


Stephanie Lake
Manager, Talk To Qwest Team

"At Qwest your account information is confidential and protected by law, so I need your permission to access the account.”

Posted by Anonymous on 2010-09-28:
Steph, it would also help if you got verified by m3c as a company rep like most legit businesses have on here.
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What's Going On Here?
Posted by Lory on 05/22/2009
LOGAN, UTAH -- Here is a copy of the email messages between me and Qwest and I wonder why it has esclated this far.

RE: Qwest.com Customer Support (Phone)‏
From: ****** ****** (******_******@msn.com)
Sent: Fri 5/22/09 1:25 AM
To: corresp@qwest.com


Thank you for your prompt reply of only waiting ten days before providing contact of any sort. A Qwest technician already came to my apartment complex and repaired whatever was wrong by fixing something in the box outside of the building.

If an email address is john_doe@msn.com then you should be able to figure out that the person's name is John Doe and if your system will not allow you to find a phone number and other contact information by referencing a name then Qwest is in more trouble than I thought. If you are to thick to figure this out then you shouldn't be working in customer service and if you're just being obnoxious through procrastination then you shouldn't be working in customer service either. Maybe another career might fit better. Can you say "Do you want fries with that"?


> From: corresp@qwest.com
> To: ******_******@msn.com
> Date: Thu, 21 May 2009 14:25:38 -0500
> Subject: RE: Qwest.com Customer Support (Phone)
> ******
> Thank you for your recent e-mail inquiry to Qwest. I apologize for the delay in responding to your e-mail. Please provide your telephone number plus the 3 digit customer code and I will be glad to help you.
> Sue
> Qwest Customer Care
> Consumer Markets
> www.Qwest.com
> -----Original Message-----
> From: ****** ******[mailto:******_******@msn.com]
> Sent: Monday, May 11, 2009 4:41 PM
> To: Qwest Support
> Subject: Qwest.com Customer Support (Phone)
> ----------------------------------------
> First Name: ******
> Last Name: ******
> Primary Phone Number: --
> Am I a Qwest Customer? Yes
> 3 Digit Qwest Account Number:
> E-Mail Address: ******_******@msn.com
> Contact Preference: Phone
> Description: 5/11/2009
> Customer service representative:
> Last Friday night I noticed my internet connection was slow and my land line telephone had static so today I called the customer service department for Qwest and it turned out to be a real headache.
> Getting past the automatic phone reception system, the static on the phone lines, giving your representative the wrong number, being transferred and put on hold numerous times, and finally being disconnected when I was trying to talk with a representative who had a strong accent was a little too much for me. I called back on my T Mobile cell (which has always worked fine) and was transferred again until I talked with someone at the ****** office.
> Now I could be wrong because of the communication difficulty but think I was told that an eighty-five dollar fee is applied if the technician has to come into my apartment for repair. That's understandable but think I was also told that it couldn't be determined if that fee would be assessed or not at the time the request was made. What I don't understand is why a check can't be done to your equipment outside at your expense without charging me. I had this same problem before and it was repaired by Qwest without charging me. After asking to have my telephone disconnected I was told that would increase my internet service bill by five dollars a month because of a discount. Great discount! It's more of a customer service return guarantee for you than a discount for me.
> I'm not responsible for the phone bill now so the least expensive and best option for me is not to use Qwest except for contracted internet service. I'll be ending my telephone and internet service as soon as my contract expires and referring everyone to any company but Qwest. T Mobile has been good for me so I think I'll refer everyone to them.
> Land lines are becoming dinosaurs and soon will be extinct as will your
> business with me and probably many other current Qwest customers.
> I hope your day is as bad as mine has been.
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Hideous customer service
Posted by Maggieb on 09/13/2007
SAINT PAUL, MINNESOTA -- I had used Qwest DSL for 5 years successfully without problems. Then I had one problem where I had to contact customer service and it all went to hell.

My new DSL modem stopped working. After hours on the phone, I was told that it was a line problem that allowed a lightning strike to burn out the modem. The person I spoke to on the phone was obviously reading from a script and didn't understand anything about DSL or what I was saying. She put me on hold a dozen times and then we would have to start over again with the conversation since she would loose track.

They ended up sending me the wrong modem. Another hour on the phone just trying to get someone to talk to who understood the problem.They swore they would get me a new modem by Thursday and that they would send someone to install it. The technician came on Thursday before the modem did and already had such a modem in his truck. He said that they could have just sent him over on Monday to replace it. I then spent another hour just trying to get someone to tell me how to send back the bad modems. All in all, I spent about 6 hours on the phone to get the matter resolved just about ready to pull my hair out.

Qwest seems to have two different customer service units - one local that know what they are doing and one remote (outsourced?) where the English is poor and they just read from scripts without really knowing what they are doing. The whole experience cost me 4 days of DSL access which translates to 4 lost days of business. Couldn't even find a complaint department to contact. Worst customer service I have ever experienced.
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Posted by Anon0385 on 2008-01-04:
I was a former employee of Qwest's. The complaint dept address is:
Qwest Communications
ATTN Corporate Offices
8901 California St
Denver Co 80205

Alot of the reason for bad customer service is because the way they treat their employees that are taking your calls. People that are vomitting sick arent allowed to leave to go to the doctor if they have a history of absences & they are pressured to make sales quotas each month. The customer is supposed to come first but under this sort of pressure it doesn't always happen.
Posted by Maaurius on 2008-01-17:
"Qwest seems to have two different customer service units - one local that know what they are doing and one remote (outsourced?) where the English is poor and they just read from scripts without really knowing what they are doing."

There are outsourced groups that can help with simple problems but if they are unable to resolve it you can always request an american rep. And you were not talking to "customer service" you were talking to tech support. Tech support is the only outsourced department.
Posted by former long time sales & service rep on 2008-11-28:
Former Long Time Qwest Sales and Service Rep.
The SEC cited Qwest's extreme pressure to make the numbers at all costs. This is a company-wide practice.
As time went by fewer and fewer customer service reps worked there - they were fired. Managers and Union Stewards would repeat "If they're not buyin' they're flyin'" Meaning if the customer is not buying something then get them off the line any way you know how.
Absolutely rotten-to-the-core place to work.
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High Speed Internet???
Posted by TickedInTaylorsville on 04/08/2011
The ad on TV says that Qwest has 'Heavy Duty, High Speed Internet Service'. Not true! I have had their so-called Heavy Duty, High Speed Internet Service since just before Christmas(2010) and I have to say that there is nothing Heavy Duty OR High Speed about it. It's much slower than the Comcast service I gave up due to high price. It has been freezing-up several times a day for nearly a month and when I call to complain I get the run-around, left on hold or hung-up on. They have burned a bridge with me.

I won't continue with their service since it's perfectly clear they don't care about their customers.
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Posted by Skye on 2011-04-08:
We love our high speed DSL from Qwest. Since you don't like it, or think it's fast enough, change to another provider. That's the great thing about Qwest, you are not locked into any contracts.

Posted by trmn8r on 2011-04-08:
Which level of DSL do you have? The lowest DSL speeds (which I have) don't compare with cable, I believe.

It sounds like your main complaint is poor customer service - from your description they haven't been able to help you figure out this freezing problem. That's a shame. Good luck wherever you end up.
Posted by Qwest on 2011-04-14:
Hello this is Steph from Qwest, I'm sorry to hear about the trouble you've had when calling in and your speed issues. Please email me at talktous@qwest.com with your billing phone number, billing address and best contact number. Thank you

Stephanie Lake
Manager, Talk To Qwest Team

"At Qwest your account information is confidential and protected by law, so I need your permission to access the account.”
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Billing run around
Posted by Splitty on 07/19/2010
Never have I wasted so much time trying to straighten out billing as I have with Qwest.
They will lie to you, and tell you anything you want to hear about how they will lower your bill,
but it will never be reflected on your future statements. When you call back and ask why?, you're back to square one. If I ran my business in this manner I would be out of business in a week.

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Posted by Anonymous on 2010-07-19:
Let me guess, you signed up for some type of 'bundle' package correct?
Posted by Qwest on 2010-07-20:
Hello Steph here at Qwest,

I am sorry if your billing is not reflecting what you were told to expect. Please email me at talktous@qwest.com with your billing phone number and billing address and a little bit about what you were told about your cost.

thank you

Steph Lake
Manager, Talk To Qwest Team

"At Qwest your account information is confidential and protected by law, so I need your permission to access the account.”
Posted by Splitty on 2010-07-22:
No bundle, just high cost, slow service, and broken promises...
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Stay Away From Qwest!!!!
Posted by MelissaRE on 06/26/2010
We have been a customer of Qwest since 2007. When we first moved into our apartment we were told we had to use Qwest. No big deal, right? Wow, if I would have known how horrible it would be to deal with Qwest there is no way I would have signed a lease to move in the first place. They are absolutey unresponsive, rude and terrible. To begin, we first used Qwest internet in our home office. The internet was constantly down, and it would take forever to get someone on the phone, and if you could sit through the 20-30 minute wait you would typically get transferred around to several representatives that "were sorry for any inconvience" but couldn't help you with any solutions.

Further, we also bundled my business phone line through Qwest. Since then we have discontinued the phone service because of the terrible representatives. We continuously had billing errors. And when I did finally disconnect the service, they tried billing me twice. Thank goodness I kept good notes.

They also decided in 2009 to provide our complex with a "complimentary internet upgrade", but what they didn't tell us was that it would take 5 visits to get it right, and that you didn't have a choice. Our internet was down for several days, which they said they would reimburse us for (still haven't seen that credit), and I had to take 2 days off of work to sit at home for a 4 hour period waiting for them to show up. The first appointment of which they showed up an hour and a half late to, but tried to justify by saying "they were with other customers".

Not too long ago my husband bought at HD TV. Since we utilized Direct TV for our television services this wasn't an issue. Come to find out that for HD TV there were centralized dishes around our apartment community that we had to use. Oh no, call Qwest for TV too. Well, unfortunatley we didn't have a choice and now our TV is through Qwest as well. We had never before had a problem with Direct TV, until now. Qwest yesterday provided our complex with a "complimentary upgrade" and needless to say our TV isn't working today and the quickest they can get someone out is on Tuesday of next week, and we have to be home between 8-12. So once again I get to take time off of work so Qwest can fix another problem. The first representative I spoke with this morning was rude, wouldn't give her name, and hung up on me. I spoke with our leasing office who also called Qwest and told me that she faired no better. She was also a product of the Qwest solution of "I don't know what to do and I don't want to deal with this, even if it is my job, so I will just hang up on you".

I called back a second time and spoke with a gentleman, Curtis, who was pleasant and put me in touch with his manager Tony. Tony assured me he would look into it and would get back to me. He did call back to say that they had to switch out the boxes at our home (which we have had less than 2 months), but he didn't know when they would be doing that and that he would call me back later. However, it has now been 3 hrs without a call back. Tony has left for the day, and there is no manager on duty. I spoke with another rep, Jeff T. in Boise, ID who was absolutely worthless, and kept trying to tell me my problem was with Qwest not with him and not to take it out on him. Someone really should explain to him that he works for Qwest and is a representative and all the customer is asking for is solutions. I didn't raise my voice, but did repetatively ask "what they were going to do to make this right" and all he kept telling me was that he wasn't authorized to do anything, and there was no one working at that time that was authorized. Fortunately, we are moving into a house in less than a month. There is no way I will use Qwest for internet, phone or TV. I can't wait to go back to cox for internet and phone service and Direct TV for TV. I can't wait to get away from this terrible company, with their terrible customer service. If you have a choice... stay away from this company. They will give you nothing but headaches, and cost you money.

Thanks for letting me vent.
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Unethical and dishonest billing, horrible customer service, the list goes on and on
Posted by Sarah06 on 01/09/2010
I have had problems with Qwest since DAY ONE. Never in my life have I seen such a corrupt and deceiving company and I would honestly rather pull my own fingernails off with a pair of pliers than to call their customer service line!

I was FORCED to join Qwest for internet when I moved into my apartment complex because they were "contracted" through Qwest. Every single bill was wrong. I was promised a certain price and then my bill would come in nearly $30 more than what was discussed! Their bills are like hieroglyphics to decipher and calling their "customer service reps" is a waste of time because 50% of them are the rudest bunch I've ever come across, talking over me and ignoring what I am trying to explain...the other 50% are just as dumb as can be and seemingly tell me false information just to get off the phone with me. At the apartment complex we were charged a "BSI" charge because to get our DirecTV service we were all using a communal satelite on top of the building. This charge was $6.24. This past fall I bought a house. I called Qwest's customer service number, the number that is right smack dab in the middle of my bill on page 1, and requested that they complete all the necessary steps to get my service transferred. They assured me it would all be switched over and that service at the old apartments would be disconnected. In the following months, I kept getting that BSI charge. I called in each month to inquire about it and was told each time it would "fall off" and that "information was probably still getting sent over" or "that was from the previous month and it will be credited back to you once information is updated." All sorts of excuses. I also was promised 2 free months of internet for upgrading my service. I only ever got 1 free month and from what I can tell on my bills...I am being double billed for about 5 days on each bill. There are also several charges on my bill that say "Other charges-5.99" "Current Charges-0.25" with absolutely no explanation as to what they are! They're scamming the unsuspecting general population and nickel and diming us!

Bottom line...go with comcast. They're cheaper than DSL and I am sure that their bills aren't 6 pages long for a simple internet service!
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Posted by bunnyhead on 2010-01-09:
If you hated them so much, why did you use them when you bought a house? You could have cancelled and went with another internet co.
Posted by kevinmcc on 2010-01-12:
I have had so many of the same issues as you with Qwest. There are a number of areas in which I have a strong feeling that Qwest knows they have problems with their billing systems and simply does not correct them because they hope customers won't catch the problem. With Qwest, you HAVE TO WATCH EVERY BILL. And then you have to call once a month to get it corrected. Oh, and unlike other companies, you can't call after work. Their customer service is generally only open during business hours. It's funny to me that their motto is "Spirit of Service." That's like Penthouse choosing a motto of "The Image of Modesty". I highly recommend that EVERYONE who has had a problem with Qwest report that problem through the Better Business Bureau. They have a section where you can file complaints. Perhaps if enough complaints get filed, the BBB will see that these aren't isolated incidents and will do something to protect consumers against Qwests business practices.
Posted by david_co on 2010-10-22:
This is the answer I got from the BBB : "Following our second notice of the complaint, if the BBB still does not receive a response from the business we will call them as a reminder; four business days from the date of the phone call, if the BBB has still not received a response your complaint will close as unanswered. The BBB serves as intermediary between the consumer and business and does not have any law enforcement authority to force a company to issue the consumers request for resolution. It is voluntary for the company to resolve and address all of your concerns – we are not an enforcement agency. In the event that the matter is not resolved using the BBB Self-Regulatory process, you may wish to speak with an attorney for further guidance."
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