OMAHA, NEBRASKA -- I cancelled DSL service with Qwest in February 2011. At the time that I cancelled, I was told that I would not have to return the modem because I had purchased it. This made sense to me, as I had easily paid for value of the modem several times over during the many years I was a Qwest DSL customer.
However, a couple of weeks after I cancelled my service, Qwest sent me UPS shipping labels to return the modem. I dropped off the modem at UPS on March 28, 2011. I have delivery confirmation from UPS that states that the package was delivered to Pueblo, CO April 4, 2011 at 1:34 PM and signed by **.
On May 13, 2011 Afni sent me a letter stating that they were a debt collector attempting to collect a debt on behalf of Qwest. When I called Afni to discuss the letter, I was told that the debt was owed for the modem mentioned above. I told Afni that I would like to dispute the debt and provided them with the UPS tracking number, which shows proof of delivery. I received another letter from Afni May 24, 2011; which stated that Afni had verified the debt was valid, and intends to continue to pursue collection of the debt.
On May 24, 2011 I contacted Qwest customer service and talked to someone who gave me the ID **. She told me that she worked in Qwest Billing, and that she could not find a record of the returned modem; and that there was nothing else she could do.
I am finding that in every detail in this matter, Qwest has shown poor customer service ability. From telling me that I would not have to return the modem, to turning the account over to a collections agency to denying that they had received the modem, despite the clear UPS paper trail from me to the Qwest facility in Colorado; it is difficult to find anything that is not disappointing about Qwest in this matter.
I have begun to pursue legal options with Afni. The federal government is very clear about what those options are. It seems that I could pay the amount requested, but I returned the modem and I believe the facts are clear in the matter. I would have no reason to lie under oath regarding such a thing, particularly because Qwest sent me shipping labels; but also because the modem is essentially worthless, not only to me, but also in the general sense the value of the device in question in year 2011. The federal government has various mechanism in place to protect honest consumers like myself from being harmed in circumstances such as this.
I've been with Qwest for 6 years and more or less had no problems with them until I decided to order a high speed Internet. I place an order online on March 9th and purchase supplemental equipment with that which I pay for on the same day with my credit card. A week later my modem is not there. I call QWEST, they tell me "there was internal error, we apologize and all, you will get it in 3 days." OK, deep breath... Three days later, no modem, call again, a lot of sorries, this time will send for sure - expect in three days... Double deep breath, ooooookk... Three days later, my goodness!
It's still not there - well by now I am ready to sue the whole Oregon - they promised this time to send it on the same day and expect it the next day. Well, the big news - IT WASN'T THEIR NEXT DAY BECAUSE IT WAS NEVER SENT!!! Finally, it took like 5 representatives, multiple calls back and forth and emails, it got there 20 days later. And 5 days later showed up a bill that had charges on it for the equipment I already paid for online like 25 days ago. I call yet another representative and he tells me basically I will be charged twice but refunded once, half the price. And, he hung up on me.
I talked to another representative and asked for the manager - she assured me she can help me - sounded like she did, but hey! - I haven't seen the changed bill yet. How many people and days did it take for the company to send me one little modem?
Who does business like that I wonder? Chicken house has more order than that! And to think that I waste my money and time on business like that! What gets me the most is when they screw me over like that repeatedly and then have the guts to ask me if I want to buy TV and cellular services from them. To that I say, 'ARE YOU KIDDING ME???!!'
I had had telephone service with Quest for 19 years. I would think I would be exempt from any early termination fees. Then I changed my service and eventually deleted the telephone altogether and used only their Internet services, but every time I asked for a change on my services they set themselves up a whole new contract, which would make me eligible for an early termination fee. So I got wise, and on that last change I told them I would pay more per month so I would not have the early termination fee.
I had a whole lot of trouble with their signal for Internet. I was knocked off at times or had very low signal almost all of the time. I called many times and talked to their tech support. Each time I called it took an hour or so, at least. They would often do something on their end which bumped my signal up for the rest of that day, then the next day it would be down again. I was calling day after day. They sent a tech out to check the computer and lines 3 times, and none of those times corrected the problem.
Then they told me my modem was now old in comparison to the new technology they were using so talked me into purchasing a new modem, for around a hundred dollars or so. That didn't do it either. I was fed up and by then we were planning on moving. So I disconnected the service, and what to my amazement - an early termination fee appeared on my bill. I called and they told me that when they set up a new contract for the Internet line they did set me up to pay the full amount without the contract, but he second time I called tech support I was set up for the lower amount and the contract took effect.
I did not know about this, and now that I have moved and am living with someone else, and have no need of their services they are billing me, after 19 years of service, for an early termination fee and it has gone to collections. And considering their billing - don't even get me started. I had to call them every month for mistakes they made.
SEATTLE, WASHINGTON -- Don't go with Qwest... they are a company who employees individuals that are incapable of dealing with the public... their policies are horrible... that are ripping off the consumer, charging more than should be charged, charging for services that were not bought, and rude, rude, negative refusal to take care of the problem.
Example, I return a modem after being told I have to rent from them, which was a lie, my son came over and told me that is not true, I have proof etc. of when they received modem. I am charged for 3 months of modem rental when I did not have it. When I was asked for a refund/credit for this I was told "we don't give refunds", word games perhaps? When I said, it is against the law to charge a consumer for product they did not have and to charge extra tax on it, he said, "we do not refund taxes"???
I had service from Sept and ended it in December, what a short time for a company to completely destroy a consumer's confidence in doing business with them! I have never nor will I ever do business with Qwest. Hours upon hours of being on the phone dealing with rude and impossible employees and trouble from the very beginning with the order. I have documented it all... keep my calls logged etc. etc.
I have dealt with other companies through the years for similar services, had problems sometimes, but NEVER EVER on the level of trouble, over billing, illegal charges of taxes, not explaining increases in charges, telling me to call the federal government regarding my tax, and from the beginning lying to me about having to rent or buy their modem...
Service Hell with Qwest from Sept 2010 through December 2010 thank God only that much of my time has been wasted. By the way, I spent a lot of time with each bill, for they are confusing, and pulled out each part of it that I actually had service and PAID IN FULL online each month.. so it has ended COMPLETELY.
I am going with Comcast, for all 3 services!!!! Never had problems like this with Comcast and should have never changed. Qwest makes themselves look like a 3rd world company compared to Comcast!!! I would rate them a minus 10!!! Bad billing, policy, service, communication, employee's customer service is the worst and this is a company who provides communication products!!!
Qwest has provided the worse service I have ever had with a phone or internet company. We will start with the internet. Internet: For the past 6 months my internet will constantly go up and down. When I say up and down it will drop the DSL and then recycle and come back up after a minute or less. When you try and resume what you were doing it drops out again and will cycle through this 4 or 5 times in the period of 5 or more minutes. The most times I have counted, 32 times in 1 hour.
When I contact Qwest about the problem they tell me there is noise on the line and would I like to have a service call which of course I would have to pay for. The thing is the problem is outside my house since I can connect the modem directly to the service box and it still has the same problem. I had better service when I had dial up.
Phone: This is actually a billing problem. I was behind on my payments due to unemployment and requested a extension for disconnect which they granted. The payment was sent off to Qwest they received it and cashed the check, then cut off my service. When I contacted Qwest it was a weekend so the billing department was closed and I could not be helped.
When I finally contacted billing on Monday morning and asked them why my service was cut off I was told they never received payment. When I explained that according to the bank it was received and cashed. The representative acted was like I was a criminal trying to pull one over on them. It took 2 WEEKS to resolve this problem and after it was resolved the next bill I received had no credit for the 2 weeks that they had me shut off, that took another month to resolve.
Overall I would rate Qwest a 2 out of 10. Lost payments, horrible internet service and a 50/50 chance you will get a rude customer service agent.
Several months ago we combined our Qwest and Verizon bills. We thought it would make things easier and save us a little. The first month the combination actually took effect, Qwest notified my husband at work and told him we were about to be disconnected. He made payment arrangements. Several hours later, they cut us off ANYWAY! I didn't know they had called him, so I called to make payment arrangements and they said "Oh, there are already arrangements here." I advised that our services were cut off anyway. Rep didn't know what happened and I ended up making new payment arrangements AND was charged a reconnect fee.
When my husband came home I told him and he told me he had already made arrangements. OK.. so the next incident happened when our Verizon was shut off and our Qwest stayed on. Called Qwest who advised that they pay themselves first and Verizon last, so that's why only Verizon cut shut off. I made payment arrangements and gave them our bank account information. A little over a week later, we were shut off again for non-payment.
My husband and I called, and both of us talked to the representative. She said that we were supposed to call in the other payments. I disagreed and stated that I would not have given my bank account info if I was going to call the pmts in. SO made more arrangements, for 3 payments and this morning my husband checked our account and Qwest had taken $799 out all in one lump sum!
I logged into our account online and it showed we still have payment arrangements set up. Didn't want to be on hold so utilized online chat and the representative verified the pmt information but said that my husband had used the automated system and paid the $799. I disagreed, telling him we were both there and that isn't what happened and the only response was "He made the payment." I am so frustrated!!! If we could have paid the whole amount... we would have. Now we're in a financial mess!
Qwest, like other internet providers, make promises they know they can't deliver without playing the "up to ___ Mbps" game. The key words here are "up to." What you actually get is based on where you live. If you live in a new (less than 5 years old) urbanized area, then the chances of getting their maximum speed is a little better. However, I have yet to hear someone say they routinely get 7 Mbps.
The older your community is, and the further it is from an urbanized area, the slower the speed - I live in the suburbs that was built some 40 years ago and the best sustained download speed is about 1 Mbps, and that's only from a website of a major corporation (i.e. Microsoft Corp). On average I get about 700 Kbps, and on a rare occasions, say at 2 AM, I've gotten intermittent peak speeds of up to 1.4 Mbps... a far cry from the 7 Mbps.
And don't be fooled by the Fiber Optic claims - "IF" there is fiber optic in your area, it only exists from the "neighborhood terminal" to the internet. The cabling from your house to the neighborhood terminal is most likely the same old hardware installed when your house was built, and in some cases that terminal can be 1/3 of a mile from your house.
So, before you make the jump to any internet service provider, ask your neighbors; (1) who provides their internet service and (2) what kind of performance are they getting. I wish I had done that - I later found out that all my neighbors that had Qwest Internet got rid of it after a couple of months. The primary reason was slow internet performance and more importantly, poor customer service and those hard to read hidden fees to activate some of the "extra" services.
BTW, during my inquiries, I discovered if you happen to have an Apple Macintosh, Qwest customer support is totally ignorant about Macs... all they know is how to connect your Mac their service... the same pretty much goes for Comcast as well. And, all those extra "services" they advertise don't apply to Macs.
Qwest has given me nothing but trouble from the get go. One representative told me I can save money and made an adjustment to my plan and they ended up turning off my internet and charged a fee for a new plan. Then after I moved to another City they charged me new set up fees and I told them what I wanted and that I had my own modem that I purchased and did not need to rent one also I have an answering machine so I do not need message center. So I get my bill, that I wanted to space out for 6 months, they charged me for the whole thing and had sent me a new modem to rent also gave me answering service.
I called thought I got it all taken care of from a guy named ** from Idaho who was flirting the whole time and when I requested them to change the spelling of my first name (they left the e off the end) he told me I had to fax a copy of my DL in to prove who I was or my service will be canceled. After all this crap I was paying monthly payment to pay off my set up installments but each month I would call for the right amount of the bill since they would not print it and send it to me - it was always the full amount due.
After 4 months I get a disconnect notice if I do not pay the remaining amount in full. I have the payment bill in front of me and the girl on the phone tells me they do not do that so I had no choice but to pay it off or go without my house phone and internet. I am hoping for a class action lawsuit to come against this company. I am on hold with them as I type since my internet keeps going out almost every day and they keep looking for things in my home for a reason they are so messed up.
I had phone service with Qwest for about 7 years and basically had no real complaints. I then decided to drop my land line and keep my DSL service. I had always used online bill-pay through my bank to pay my monthly bill. Well to my surprise, when I dropped my land line, Qwest decided to change my account number. With my original account number programmed into bill-pay, my monthly payments were being credited to someone else's account. Meanwhile, my account accumulated late fees on top of missed payments. After a few phone calls, Qwest couldn't figure it out but I finally did.
Another thing I found out was that if you have a billing issue, the customer is not allowed to actually talk to the Billing Error Complaint Department. I had to prepare all my evidence and fax it to a number connected to some office in Seattle. It was Seattle one day and then Phoenix the next. Qwest couldn't seem to keep track of where the office was. I prepared my evidence with an elementary school student in mind and used small words, arrows, big red lines and circles around numbers. I was able to prove that I paid Qwest every month for the past 3 years (as far back as my bill-pay went). Every month showed a payment.
After three phone calls, three faxes, and 5 months later I get a call from Qwest stating that I was using the wrong account number. Well DUH. Qwest changed it not me. They never read my fax messages and never were able to understand their mistakes. And worse, I was never able to actually talk to the billing error group.
Today, after 10 years of being a customer I have finally reached the end of my last multi-year commitment. I phoned Qwest and asked to have my service canceled and my account closed. Guess what they did. Yup, they hung up on me. I called back and was transferred to "Loyalty" where I was threatened with a $200 termination fee. When I stated that my commitment was up and my account paid up, I was transferred and left on hold until my cell phone battery died. I plan to cut my phone line that is inside my house.
VERMONT -- I signed up for phone service and high speed internet. The high speed internet was not very high quality, much slower than cable, and after three months I gave up on it and tried to disconnect it. I was told at that time that there would be a $200 charge for disconnecting it! I was told that "You were told about the $200 charge when you signed up." That was not accurate. I wasn't told anything of the sort or I would never have gotten the service. They claimed they kept phone records of the sales call, which would have proven that I was never told about the charge if they had checked it.
When I told them to check the phone records, because they would prove I was never told about the charge, they changed their story and said that they had sent out a "welcome package" by mail a month AFTER I had signed up telling about the $200 charge. I told them that for a business to sell a service, then tell people about a hidden charge a month AFTERWARDS in small print in a mailing, mixed in with a bunch of other information in the mailing, was misleading and a poor business practice. I asked them to waive the $200 fee.
The customer service reps I talked to told me there was no possible way to waive the fee, and kept saying that I had agreeing to it. They said, "It is impossible for me to waive this fee." I then said, "Let me talk to a supervisor who IS authorized to waive it." At that point, I got through to a supervisor who did promise to waive it.
I don't know yet how it will be resolved. I'll wait and watch my bills. But I do have some advice for people dealing with Qwest: don't waste your time with the customer service reps who can only give a "no" answer. Demand politely but firmly to talk to a supervisor. Keep calling back till you get through to one. Keep records of who you talked to, and when you talked to them. Watch your bills to make sure that they follow through.