Qwest Complaint - Billing dispute
CEDAR FALLS, IOWA -- Herewith I would like to file a complaint regarding the way the department that you direct understands to address customer's inquires and complaints. Here are the facts:
On February 4, 2002, I contacted Qwest's Sales Department twice to inquire about a service that you are offering: CALL FORWARDING BUSY LINE.
Both representatives that I spoke to gave me details about the service, trying to persuade me into ordering it (which was fine). I asked both of them the following question: 'Do I have to pay any other fee (for instance an installation fee) in addition to the $0.30 monthly fee?'. Both answered: 'No, this is a very cheep service!'
I was surprised to see a 'One-time charge for order processing' of $13.00 on the February 19, 2002 statement (see the enclosed copy). I contacted immediately the Customer Service Department and disputed the charge. I was told that somebody would call me to let me know about the result of my dispute. Nobody called me...
Then I called again your department a few times and I spoke with different customer service representatives about my problem. I found out contradictory facts: somebody gave me the name of the sales person who sold me the service, while another customer service representative told me that it was impossible to determine who sold me the service.
I asked to talk to a supervisor and I was given a 1-800 number 'where I can report my complaint' - when I dialed I got a message that the number does not exists...
When I finally got to speak to a supervisor, I was told that there was a communication problem between me and the two sales persons, but I would get a refund within a few days. Today I recieved the new billing statement and I notice that there is no refund.
To help keep me as a potential future customer, I would like the following:
I would like to get a refund for the $13.00 order processing fee.
At the very least I would like a response from your company regarding this incident. Thank you for your time.