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QWEST ARE LIARS
Posted by on
I had been bogarting unsecured Internet connects for a while and decided it was time to pay for my own reliable connection. I did pricing around town and finally settled for Qwest as they were offering prepaid Visa cards to new Internet subscribers.

In my area the only speeds offered are 1.5, 3 and 7. I naturally wanted 7. The promo was $50 for 1.5 and 3 and $100 for 7 and up. I remember the sales guy saying that it was great because I was essentially getting my money back for buying the $90 wireless router. I would receive it in the mail in 4-6 weeks.

In that time, appx. one month later, I hooked up a home phone through them and bundled my Internet with it. the cost was actually going to be cheaper to have a phone and Internet together. LOLLOLLOl what a JOKE!!!! I have yet to receive a bill UNDER $100! When I have called about it, I'm SO confused that I just give up!

OK back to the prepaid card. So I called in June to inquire about the card they said it would be here in July. I was fine with that. (was planning to use it for "back to school shopping" any way......)So I waited all of July still nothing. Aug 1st I emailed them and they responded with a link. I went there, typed in my number...nothing, "call customer service" imagine my surprise!! (sarcasm noted) So I wait a few more days just to be sure it doesn't show up then I call. Guess what? My name isn't even down for a promo card!!! So I had to call Qwest and request a 3way call with the promo place. When I told them my date of service was May 1, 2010, they told me that they were only doing the $50 promo at that time!! I saw with my own two eyes the sales they had online, and heard with my own two ears what the sales guy said to me. I tried to reason but of course it was a losing battle On top of all that I was told I have to wait ANOTHER 4-6 weeks for a card to be issued!!!! I even spoke with a manager!

I am 33 and have had 2 strokes. Holding it together is difficult for me, I managed for 45 minutes. Then I broke and couldn't even speak. My 13 yr old son had to finish the conversation for me!!

Bottom line, I think companies are too big and there is no accountability anywhere anymore. I am looking into a small locally owned co. now. it costs a bit more than what Qwest "quoted me" but I know they will be fair and the service will be top notch. We collectively need to start giving our support and money to small business for this very reason. their prices go down the more customers they get too so its a Win win. we complain about big business and customer service but I guess we get what we pay for. discounted prices equals discounted service.............

     
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Qwest on 2010-08-12:
Hello Steph from Qwest here,

I'm sorry to hear about the card situation and the billing issues you've experienced. I would be happy to review your billing for any other discounts or options for you, as well as look deeper into this card issue for you. Please email talktous@qwest.com with your billing phone number and billing address and a copy of your post.

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.”
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The Worst Company I have ever dealt with
Posted by on
DENVER, COLORADO, COLORADO -- I have had Qwest Communication for 37 years. In October, I received a really good offer for both phone & TV from Comcast. I changed on 11-5-09. Comcast told me not to tell Qwest about changing until it is done, because they get really mad when you leave. I notified Qwest on that day, and the woman said that because I had just paid for November, and since I pay for the month ahead, I would receive a check for November back in the mail. I did get a check back from DirecTV for their half of the bill paid ahead, but from Qwest Communications, I received a bill for another $112.... I was flabbergasted. I wrote Edward A Mueller, Chairman & CEO of Qwest and he had a really "nifty" woman call me and she just kept saying, Well, you really do owe us money". And I just kept saying "No, I really don't, you owe me". So I went to my bank, got copies of all the past 6 months checks, corresponding with the last 6 months bills, all of which clearly state that the Flat Fee Bill is paying ahead. My services included unlimited local and long distance service plus 2 other services. I had no other charges on any of these bills. There is tax for the service, but that is all. After hours and hours of searching for all these records, and putting it all in order and writing a lengthy letter to Edward A. Mueller, and adding all the copies from the bank and from me, I get a letter from a guy in Cody, Wyoming stating that he had reviewed my file and that to the best he could ascertain I was not paying ahead for everything and I still owed $47..... Obviously, he couldn't grasp the concept that I paid ahead every month for a long time. So, now I am really angry. I am sending everything to the AG office, however they have never been of any help to anyone that I know of, and I want to know if there is a class-action lawsuit for me, too? I will give up the phone all-together before I will ever use Qwest again. It is hard to believe that they choose to harass senior citizens like this. Their statements state quite clearly that I pay for the month ahead. They have now sent me to a collection agency. I have sent them a bill for my time, and they have not paid me for either the bill for my time nor the November re-payment. Maybe if we all ban together, we can put them out of business. I have found several other great phone companies that do not do this bilking of senior citizens. I do work for a law firm, so I already have legal help.
     
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IF you LIKE your business don't use these fools!
Posted by on
I own a cab company in a university town, which means a lot of drunk college students every weekend, who almost all have out of town cell phone numbers. Some moron at Qwest decided I didn't need my remote call forwarding OR my long distance anymore, and removed the features from their switch. We didn't find out about it until a Friday night, during bar rush, bam the phone quit working! I called them to find out if it was just an outage in the area, and was told that those features had been removed, and that *I* was the one who requested it! Right, I've worked hard to build a business that I want to kill by eliminating the way I transfer the phones to my dispatchers who all live in a city an hour south of where my business actually is. It's been working beautifully for 3 months. Until the moron. So I am naturally way upset that it's bar rush and my customers can't reach us, and the representative put a hard call forward on for me to help out for the evening. Only problem is, it had to be a local number, and it ended up having to go to one of the cab drivers. He was having to both drive the cab AND dispatch all the calls to the other drivers! Safe huh? In the morning when he got off work, I called Qwest to move the phone to the day driver's cell phone. No problem, the representative did it. THEN when I called in to get it moved back to the night driver's phone again, they REFUSED to do it, stating it was against policy and shouldn't have been done in the first place. So I asked her if I could speak with her supervisor. That witch was absolutely Cruella deVille on crack, and she stated that even though they COULD do the hard forward again, they wouldn't do it. So my business phone is now stuck on my day driver's cell phone and it's Saturday night. We even tried forwarding HIS phone to mine so I can dispatch for the night...didn't work because he's got one of those prepaid cell phones that has nothing extra available on it. Now we are going to have to take his cell phone for the night so we can still pick people up who are calling us, in an attempt to salvage my business AND keep those drunk kids off the road, because believe me, if they can't get a cab, they WILL drive home! Qwest has done a LOT of damage to my business, angering customers that we have worked very hard to get. There are no other options for phone service in town, so they know they have us over a barrel and we just have to bend over and take it. Their whole attitude about the situation is complete apathy, and I know they won't do anything to make it right to me. But, Monday morning I'm going to raise enough cain that they will regret ever going into business! If necessary I will drive the 2 hours to get to the service center nearest to me, just to kick them all in their sorry pathetic Qwesticles!
     
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Skye on 2010-02-20:
What proof did they show you, that you were the one who removed the long distance feature??

Are you the only cab service available to this rush of drunk college kids? Pay phones still exist, the whole world doesn't rely on cell phones.
ticia232 on 2010-02-20:
Were you the only one who could change the account? Do you have any
disgruntled drivers whom left and could fake being you and change the
account?

I'm only asking because I have a friend who owns a cab company and had
the same thing happen to them. It ended up being a guy who was fired
that day (he was caught stealing) and he called up and got their service
messed up.
DollFacedCabbie on 2010-02-22:
Thanks for responding :) Skye it's not possible for us to dispatch from a pay phone. All the calls normally come into our main number, which is then forwarded out to the dispatchers in another city, which is a long distance call from where our office is located. The dispatchers in turn notify the drivers of where to go, who to pick up, and where they are heading. Only one other person and myself have the passcode I put on the phones. That guy is my manager, and he's still working for me & we're on good terms, besides the way we do things is the more we make, the more he makes, so it wouldn't be in his best interest to sabotage me because he'd really be sabotaging himself. We did things this way to prevent the exact thing that happened to your friend that owns the cab company. I've had to fire people for theft too, and it's not fun, and they get real stupid with us over us letting them go. Like we're the bad guys because they got caught ripping us off or something, I don't know lol.
What happened was some moronic Qwest employee decided to take it upon herself to put in a repair ticket to alter my account features after I called in Tuesday when I got my bill and asked why it had gone up $40, when it was supposed to have gone down due to a new package deal. This employee is the source of the whole problem, her and that mad heifer of a supervisor I dealt with, who as of today, is in serious danger of losing her job. You know, the one who refused to do another hard call forward, even though it could be easily done? Yeah that one. The lady in escalations that I called first thing this morning was absolutely horrified about that little deal. I let her know just how much of a financial impact this has already had on my business, because I did the books this morning and saw everyone's trip sheets. We only did about 15% of the business this weekend that we normally do.
Anyway, they have the remote call forwarding restored already, they will have the long distance restored by morning. The damage is still done to my business though, and they say they are working on a resolution for me, although I'm not sure how they can make it right. I'll keep you posted :)
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Pay for Privacy? How do these guys get away with this!?
Posted by on
SEATTLE AREA (AND PROBABLY MOST OTHER AREAS), WASHINGTON -- What a racket! And Qwest knows it! If you want new landline service with Qwest, and you want control over who your number goes out to, you have to pay extra! That's the way it has always been with Qwest. To keep your number "unlisted" or "unpublished" you MUST pay an extra fee every month. Why? Because by keeping your number private, Qwest can't make even more money from publishing your information--as if the monthly rates they charge for basic land line service is not already WAY too high. But that's not how the phone reps state the case. The way they put it is that "it costs more to NOT publish your information, and that's why they must charge. They are just simply trying to cover their costs." That takes some major gall and audacity to say this and think people are actually believing it! Just think, if no one published their information, that would cut out all kinds of costs! For instance, there would be no need to print and deliver any phone directories, etc. Don't think for one minute this is about cost cutting, or that Qwest and the phone reps don't know this. It's all about profit maximization.

I have no problem with profit-making, but where I draw the line is paying for my right to privacy, especially when the monthly rates for service are already so high. How is this even legal?

But forget rules and regulations. What about ethics and common courtesy? Clearly, not present with the powers that be at Qwest and the sad phone agents that are willing to give up their personal integrity and enable them to keep operating this way. Why isn't free privacy the default until we "opt in" to publishing and getting solicitor calls.

But here's an EVEN BIGGER kicker! So you sign up for this unlisted "service" but even after that cost you still start getting solicitors calling shortly after your phone is connected up. Why? Because you didn't specifically tell the phone representative that you also didn't want Qwest to give your number out to other 3-party vendors. Somehow that's a totally different request than having your number unlisted. Does Qwest believe that those of us who signed up for the unlisted "service" somehow still wanted to get calls from other vendors with whom they have business relationships? Funny how the phone reps "accidentally" forget and assume you might not want any other privacy when you asked for the unlisted "service". Again, where's the common courtesy.

This is big part of what is ugly in America. Don't stand for it!! If you don't have a choice, you no longer have to be polite about it. Publish your experiences. Let's see how long Qwest continues with these practices as they are brought into the limelight.

I have been polite and patient with Qwest for nearly a decade, but clearly Qwest doesn't work this way. So now the gloves are off. Look for my next Qwest complaint regarding the scam they have with local long distance "ZUM" rates, where a call a across town could be costing you more than 4x more than a call from coast to coast.
     
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MaggieMcT on 2009-10-07:
A lot of phone companies do that. Not saying it makes sense, but they do.
Anonymous on 2009-10-07:
The reason an unlisted number doesn't stop telemarketers is that they don't use the phone book. A device called a 'war dialer' connects with a group of numbers in a target area. You can 'google' the phrase to see how it works.
PepperElf on 2009-10-07:
that's why I have my phone on the "do not call" registry

in fact I have both my cell and my Skype number on it.


https://www.donotcall.gov/register/reg.aspx

it'll take 30 days to get the number processed though.



though, you know sometimes it's not bad to avoid using a landline. since I only use my cell and Skype I'm not in the phone book.

This also means my phone number isn't at www.zabasearch.com since they only use public records for their data.

Now back when I lived in Virginia, yeah I'm in the system for that address because I had a land line.



So really, the best way to have a secure "unlisted" number is to not use landlines. Use cell phones or Skype or something like that
Slimjim on 2009-10-07:
But there does appear that Quest has an option to sign up not to have them sell your number to vendors per the poster. That to me sounds like something they shouldn't be doing to start with. As far as paying to be unlisted. Hasn't it always been that way with phone service since the beginning of time?
Skye on 2009-10-07:
We have had Qwest for 9 years, and have always paid the extra fee to keep our phone number unpublished. It's like, $2.95 a month.

Not a big deal. Also, never have any problems with phone service, or our high speed internet.
Anonymous on 2009-10-07:
I think all the phone companies do this, and they have been doing it for many years.
PepperElf on 2009-10-07:
well you can always do what a friend of mine does
but I doubt it's free...

not sure what she uses for her phone service but she has it set up with a lot of security. Her phone only rings if it's receiving a call from a known authorized number.

if your number isn't on the access list you get a computer prompt and have to state your name. then the system announces your name.

so... if you're someone she doesn't want to talk to, or if you're a computer... you don't get through.


but seriously, consider using a cell or Skype or something other than a land line
and you'll have NO telemarketing calls (at least if you put your numbers on the DNC list)
Anonymous on 2009-10-07:
it's been that way for decades. Back when Ma Bell was the only game in town for landlines, I recall paying a buck or two for an unpublished number. Mind you, that was at least 15 years ago, however, things have not changed with land line companies.

For years now, I have only had a cellular phone. I used to pay 99 a month for unlimited everything, now pay something like 62 a month (including taxes/fees) for unlimited calls anywhere and 400 tests/pics a month. Works well for me.
PepperElf on 2009-10-07:
o god I don't pay that much
I'm on a TracFone cos I hate bills.
Anonymous on 2009-10-07:
I hate bills, too Pepper. Which is why I switched to cell only, instead of land line and cell. My 62 a month covers all the local and long distance gabbing I want as well as 400 texts or pics a month and all the required fees, taxes and surcharges.

My family is all long distance, and I enjoy calling my dad a couple times a week, so well worth the price.
Anonymous on 2009-10-07:
I use a cell phone, ladline and my magic jack. I use my landline for 911 access only, and have privacy director on it. It blocks calls unless it is someone I know. The landline is bundled with my internet so I don't pay extra for it.
Nohandle on 2009-10-07:
I still maintain a landline. At one time in this state having an unlisted number was extra by several dollars a month regardless of the company. That is not the case anymore by state law. When it was changed for landline companies, I don't know. All a person has to do is call the company and opt out of the published number. That number is not available for any future directories. How long it stays on websites specializing in telephone numbers, that have not updated their records of listed numbers, would be a guess to me.
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Qwest Ruining Credit Ratings, Don't Choose Qwest EVER!
Posted by on
TUCSON, ARIZONA -- See the official Qwest haters site for this story and more: www.dontuseqwest.com

Last October, 2008, I was planning a move to a house a half mile away and duly called all my utilities and set cut-off dates.

Qwest was my landline phone carrier, and I shut off my service over the phone with them in minutes. The Qwest agent was polite & assured me my phone service would be turned off by October 31, 2008.

Six weeks later, a Qwest bill was forwarded to my new house. To my horror, the Qwest bill revealed that THEY HAD NEVER TURNED OFF THE SERVICE!! Not only that, I was STILL BEING BILLED!! Panicked, I dialed my old number to see if the number was still in service. My voicemail answered! I could NOT believe it!

Still in shock, I called Qwest immediately. This time a smarmy agent admitted, "Yes, there is a record that you called Qwest on October 25."

I said, "Well, that's the conversation where I requested the shut off, and I was told it would be no problem to have it turned off on October 31 (2008)".

Qwest Agent: "There is no record of that request. It also shows you were not transferred to Customer Loyalty."

Me: "Well what do you THINK that call was for? To socialize? THAT call was my order to turn off the phone. If the agent didn't process it correctly that's not MY fault."

Soulless Qwest Agent: "There is no record you requested the service be turned off. And, again, you were not transferred to Customer Loyalty and that is the procedure, and it did not occur."

Me: "That's not MY fault. That's QWEST's fault. I shouldn't have to pay over $150 dollars because one of Qwest's employees wasn't trained properly."

Frustrated, I ended that call and called again immediately - hoping for a more reasonable Qwest customer service agent, or a supervisor this time. Again, Qwest provided me with an agent without a soul or conscience, who insisted on billing me for two months of service because of their mistake.

Trying logic again, I asked that they look and see the call records from that phone number, "You can SEE no calls were made from that number for an entire two months! "

Logic held no sway with Qwest.

Trying logic and proof again, "But I have two leases as proof, one ending on my move out date on October 31, 2008, and one starting on November 1, 2008 at my new address!"

Qwest did not care about proof or logic.

I asked for a Supervisor and was told they were "all in a meeting". Sure. I said I didn't believe that, and demanded a Supervisor. None was provided to me by Qwest.

Finally, I said that no matter what - even if were a millionaire - I would not pay this bill. It was THEIR mistake, THEIR inability to train their people, and THEIR poorly managed Behemoth that caused this error.

The Qwest agent from Hades poured salt into my wound with, "Well, that is your choice not to pay your bill."

Well, Ms. Lucifer, it is certainly NOT my choice to now have a credit collection agency after me. It is not my choice to have this nightmare continue. And, it is not my choice to have to have a huge multi-million dollar corporation steal my money and drag my name through the dirt because of their poor business management.

     
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Soaring Consumer on 2009-05-18:
Send a letter of dispute to the collections agency in certified mail.
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Nightmare on Qwest Street
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SEATTLE, VERMONT -- List many customers, I received notification several months ago that Qwest would no longer being providing my wireless service. I was offered the option to switch my service over to Verizon. I was very upset about the upcoming change, so I initially ignored the notice. When the third notice arrived, I finally decided to do something about it.

I called Qwest and after sometime got someone on the phone to discuss my account. My first surprise was the fact that the HTC phone I have ($400's worth) would not work with Verizon's service. The next surprise was the fact that my bill would more than double moving over to Verizon. I thanked the person with whom I was speaking and hung up. I was in total shock.

My children kept reminding me that I had to make a choice, as my service would be ending soon. My next call was geared towards selecting a plan with Verizon that would work for me. While placing the order, I informed the customer service representative assisting me that I was still not sure if I would proceed as I had a Sprint account also. After we set everything up, I told her I would call back when I made up my mind, as I wanted to investigate the same type of plan with Sprint and compare the cost. She told me to take my time and even gave me my order and product numbers.

Well three weeks later, I finally decided to take my number over to Sprint. I called Sprint and asked what I would need to do to port my number over. I also made numerous calls to Qwest to ensure that I understood the process. No time during the 3 month time period, did anyone at Qwest mention the fact that my contract did not end until April of 2009. One of the reasons I decided to go with Sprint was because my contract with them did not end until November of 2009.

At any rate, I called Sprint ported the number over. Done. Or so I thought. Today, February 2, I came home to find my latest phone bill from Qwest in the mailbox. There was a $242 "debit adjustment" on the bill. On top of it, it stated that the debt adjustment was past due. After looking over the bill several times, I finally found the debit adjustment in the Wireless portion of the bill. It was applied to the bill on January 28, 2009. Yet, on February 2, 2009 it was past due?

I called Qwest to find out exactly what a debit adjustment was. The person I spoke with told me after looking at my account that she believed it was an early termination contract fee for my wireless account. I told her that was impossible as I never wanted to terminate my account, but I was told I had to. She then told me that I should have waited for Qwest to disconnect the phone. Disconnect my phone? Why would I want my phone disconnected???? She informed me that she would have to transfer me over to the Wireless department in order to have them answer my questions. But, before she did, she told me that they could transfer me back to make arrangements on the amount past due!
While I thought this was already a nightmare, it had only just begun. I went through my story in detail and was met with the most "I don't care" attitude possible.

I explained that after months of investigating, talking and making plans, that I was faced with a cost which I felt was unfair. He read me the technical responses from his screen and said that I chose to terminate my contract early. So, I asked him, so, if I had opted to go with Verizon would I have paid the termination fee? He told me that no the fee was waived when you transferred your service to Verizon. So, I told him that he seemed high trained in his responses and ability to communicate this information. Yet, I wondered why his co-workers, three of which I had spoken within the past--one even knew I was going to Sprint--did not communicate this same information to me? He then told me that if I had a complaint he could transfer me to the Executive Complaint Department which was responsible for taking complaints. I said no, this is what I would like you to do, I would like for you to escalate my call. He then asked me based on what? I told him that based on the fact that he could not resolve my issues. He said that because he would not waive my early termination fee did not mean he could not resolve my issues. I asked him at what point doing our conversation did I ask you to reverse the fee? As a matter of fact, you stated that the early termination fee was $200, but the amount "debited" to my account was $242. He told me that the $42 was tax. I again asked to speak to a supervisor or manager and he again refused. At this point I told him to have a good day and hung up.

I truly believe that they have been getting a lot of calls about their practices in switching over to Verizon and thus, have prepared answers. I totally believe this is a prime example of the big guys really sticking it to the little people. What can we do???
     
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Soaring Consumer on 2009-02-02:
I would contact the Better Business Bureau, the Federal Trade Commission, and your state's Attorney General.
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Customer Service Resolving Complaint
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PHOENIX., ARIZONA -- To help reduce monthly phone service cost for an elderly parent. I recommended switching from land line to VoIP with her current phone service provider, Qwest. The cost of broadband service and Voip was less than regular phone and long distance. No brainer, right. Now the fun begins. After receiving the equipment and installing it after the date given by Qwest we were up and running with no problems. Then after four days of use, the phone line went dead. I called Qwest CS (customer service) and was informed the original residential phone number was changed to a new number. I told the CS that no I requested the same number and according to their paperwork I received with the equipment indicated our original number was still the same. After further review the CS agreed and said the sales department made a mistake with the porting of my number and they will need to correct the mistake.

No problem I told them, mistakes happen. The CS told me it will take three to four days to correct. After four days of no service I called Qwest CS and was informed the mistake had been corrected and service should be working correctly. I informed them that no the service was not working and when I called our phone number I reach a nationwide bank branch in Phoenix. I informed the CS after talking with the bank I was informed that the number I've dialed (original number) is not the number I reached. The CS said I have a technical problem and will need to talk with that department. After talking with the technical department and explain the issue they informed it will take a couple days to resolve and will call my contact number when resolved.

After not hearing from Qwest in four days (eight days no service) I called them and was informed that my issue was not a technical problem but a sales issue. The CS said that when my number was ported the sales department made a mistake and would have to talk with them to correct. I informed the CS that the porting problem was supposed to have been corrected. The CS said no it hadn't and the sales department can only help me. I was transferred to the sales and I requested to speak with a supervisor. I was placed on hold for about 15 minutes when the supervisor (SCS) responded with an apology for the long delay and wanting to know how he could help me. I explained the issue and that I have an elder parent with no ability to reach out without her phone service.

The SCS agreed and will personally handle this issue. The SCS requested I give him until the next day to resolve and I agreed. After another four days, including weekend, he responded an informed me that the problem was a technical issue and he had forwarded my issue to the supervisor in the technical department with instructions to keep me informed of the progress. After not hearing from the technical SCS in two days I called and was informed the engineering department was now working my problem and that the problem will be resolved by the end of the next day. I am now approaching the 21st day with no relief in sight. The technical supervisor will not take my call now and keeps giving me a message through the CS that an engineer is still working the issue and they will call me when resolved.
     
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Misleading Info On Bundling And Horrible Customer Service
Posted by on
CANON CITY, COLORADO -- Below, is a letter to the CEO of Qwest about my experiences with Qwest. To this day(Aug 12, 2008), I continue to get bills and promotional fliers from them, as if I were still a customer! This is a very poorly run company with horrible customer service!


June 26, 2008

Mr. Richard Notebaert, CEO
Qwest
1801 California Street
Denver, CO 80202

Sir:

I thought you might like to know why you have lost my business.

Two months ago, after seeing and hearing many ads offering better pricing through “bundling”, I called your sales representatives to see if I could save, since I had your phone service, premium DSL, and DirecTV.

I was offered a bundling package that totaled $135.00 per month.

I was shocked when I got my first bill in May for $210.00! I called and was not able to get a satisfactory answer, other than that I was being billed a month in advance, pro-rated. It took three days, and several hours on the phone, a lot of that on hold. During that time I spoke with someone named Cara who gave me a voice mail number of 1-877-892-7181. She said she would investigate the issue but she never returned my calls when I did not hear back from her.

I also spoke to someone named Ashleigh who gave me a reference number of “2408155”, and email address of Ashleigh.Ward@qwest.com. She did not respond to my email asking if she had found the answer to the problem.

I continued to pursue the issue and the result was that I was told by Beth at your “Customer Loyalty Center” on May 28, 2008 at 11:10 a.m. that my next bill in June, would be $135.00, tax total as I had been promised originally.

When I got that bill, it was $157.60!

I was discouraged, and angry to the point that I decided to stop using your service. However, I thought I would try one last time to resolve the issue. I called and spoke to someone named Eric at customer service at 10:47 a.m. on June 23, 2008. I was put on hold again for a while. He came back on and said the reason my bill was not $135.00 as promised, was because DirecTV was not giving me an $18.00 credit because when I “bundled”, I was not a new DirecTV customer.

I told Eric that no one at Qwest told me I had to be a new customer of DirecTV in order to take advantage of the bundling discounts. He was curt to the point of being rude and basically told me I was “stuck” and that my bill would always be $157.00. I told him in that case, I would discontinue my phone and DSL service with Qwest.

Eric then said that I would have to pay a $200.00 early termination fee. I told him I would not pay that fee, because I feel like I was lied to and that Qwest had broken the "contract".

His response was that Qwest had done everything they were supposed to do, and that the fault was with DirecTV.

I told him that my bundling package was sold to me by Qwest and I was not told the truth about what my bill would be. He then said that Qwest would just “send me to collections” for the fee. I terminated the call at that point.

As a result, I have signed up for cell phone service, through another company and will get my TV and internet through cable.

I “Googled” problems with Qwest bundling and was amazed to see the number of people who have had similar problems.

I am sure that loss of my business will not affect you, and I’m sorry it had to come to that, but I feel like I had no alternative.

Sincerely,

Ronald L Rhoades


     
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Unscrupulous Tactics To Steal Your Money
Posted by on
BOISE, IDAHO -- My dilemma began when I added a home phone to my existing DSL and wireless (3 Phones) account.

The new phone number that was issued to me was previously a commercial phone number that was still listed in the current phone directory. After receiving numerous wrong number calls and automated sales calls directed at the business, I called customer service to disconnect my home phone.

The customer service agent talked me into keeping my home line and changing my number. He told me that I would not be charged for the new number. The change occurred on 3/6/08. On this day I had used 271 minutes of my 500 minute plan and I still had 6 days remaining for the month.

Please keep in mind that with Qwest all of your services a paid a month in advance.

On this particular month, my monthly wireless account period ran from 2/12/08 - 3/12/08. On the day the phone number was changed, Qwest cutoff my billing period and sent me a bill for a full month of service. Again, I was prepaid a full month in advance and I still had 6 days of service available to me.

When I called Qwest on 3/6/07 to check my minutes, I found that they not only shorted me 6 days from my current monthly service, they also carried over the 271 minutes into the new billing period that now began 3/6/08 instead of 3/13/08.

I received a bill in the mail for $175.00 for the services from 2/12/08 - 3/12/08 which I paid in full on 3/5/308.

I called Qwest regarding the carry over of the 271 minutes and was assured by the Customer Service agent that the minutes would be credited to my account. And also that my next month's bill would show a credit for the 6 days that I was short.

They minutes were not credited. Consequently, I not only over paid for 6 days of service that was taken from me, I went into the next month of wireless usage with 271 minutes, leaving my family, 3 phones with 2 teenagers, only 229 minutes of use for a month of service.

To add insult to injury, I received a bill from Qwest for $300.00!!!! My normal bill would have been approximately $135.00.

I spent hours on the phone trying to explain my dilemma. Unfortunately, I had to deal with a VERY, ARROGANT AND RUDE WIRELESS SUPERVISOR, named Kim in the Boise office who wouldn't even consider for a moment that there could be an error with my bill.

Does it take a rocket scientist to come to the conclusion that there may be an error on my bill when my wireless bill increased by $100.00 for 24 days of service, instead of 30 days of service, all because I changed my home phone number?!?!?!

Also, my DSL service went from $27.00 per month to $64.00 per month because I changed my home phone number?

The explanation that I received was that my bill was for services from 2/10/08 - 4/25/08. I tried to explain that I was paid in full from 2/10/08 - 3/12/08 ($175.00)when the number was changed. The last bill I received was for services from 2/12/08 - 3/12/08.

Now Qwest is going back to my January bill and charging me for 2 days on that bill that was paid in full (1/12/08 - 2/11/08)?????

Qwest claims that I was credited for the month previous. I added up the credits on my bill and came up with $12.00.

Kim in the wireless department has the final say and she says the bill is correct. She would rather be right than open her mind to the possibility of a mistake. She cannot see the obvious:

The wireless department failed to close out the monthly charges and minutes from the previous month. My previous months wireless charges were $100.00 the exact amount my wireless account is being over charged. My minutes for the new month began with the 271 minutes that were carried over from the previous month.

Because I am under contract for two of my phones I can't discontinue my service.

I have been slammed for over $200.00 in charges by Qwest and I can't do anything about it because of my wireless contracts!!!!

The reason this all happened is because Qwest issued me a commercial phone number that was listed in the current telephone directory when I signed for home phone service with Qwest.

That free change in phone number cost me $200.00!!!!!!!!! Two months of service that would have cost me $270.00 is now going to cost me $475.00.

This is a lot of money for a single mom who is currently unemployed.

You go Kim, the supervisor in the Wireless Department. You must feel like you're on top of the world because you SAY are right and I am wrong. It's your STORY. You can tell it any way you want since I can't do anything about it because I am under a wireless contract with Qwest.

[snip]

I hate Qwest!
     
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Anonymous on 2008-04-04:
Usually the wireless and landline sections are operated independently of each other. At least that's the way Verizon operates. But that could explain why the bills are such a mess. As to your getting a former commercial number, these days an 'old' number is usually reassigned in about 30 days. It used to be around 6 months. That's because of the very high amount of turnover due to mobile phones. When you were told there would be no charge to change the number did you write down whom you spoke to and the date? I always document my calls and ask for written confirmation of anything I'm told. Without that you have nothing to back up your claims. Unfortunately you will have to spend (waste) a lot of time to get your situation cleared up. Just document everything to help prove your case. Good luck.
Anonymous on 2008-04-04:
You might consider filing a complaint with the consumer protection arm of your state's Attorney General's office. Be sure and explain in clarity each step of the problem. If Qwest receives an inquiry from an AG's office, you are likely to get some satisfaction.
CrystalSword on 2008-04-04:
And people wondered why we had anything to do with Qwest taken out of our home....wireless and landline!! I have a phone line with free long distance for $32.50 a month through our internet company. I have even considered having that disconnected and just using our tracfones, we don't receive or make THAT many calls!
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Canceling
Posted by on
Rating: 1/51
LONGMONT, COLORADO -- First off I waited on phone line for 6 minutes which wasn't a big hassle but then when I finally get somebody on the line the lady was super rude to me. I right away asked to speak to a supervisor, who seemed a bit rude as well. My husband left to the Navy boot camp for 3 months and wrote everything down for me to cancel and yet I couldn't. The "manager" pretty much told me that I'm screwed with the bill even though I'm moving. They could make a cancellation a lot easier especially for a wife with kids who's husband has left to serve their country. No RESPECT from this company!
     
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