Qwest Complaint - Billing Nightmare
BROOKLYN CENTER, MINNESOTA -- I am writing this letter because my family has been with Qwest for years and to get treated in a manner that is unbecoming of any company. I have never in my life been talked to and not trying to understand what the problem is and how to go about fixing it. First I should tell you what all I have with Qwest:
2 separate LAN lines
2 cell phones
All of this is on one account.
Well my problems started when my bill got high due to a family member was in jail for a period of time and all his calls racked up a high phone bill (not complaining about the bill), the due date to pay the bill was two (2) weeks away and the bill (e-bill) stated that I had to pay $346 on or before that date. Now here is where things start going haywire. I went to make a call on my cell phone (remember this is two (2) weeks before the pay the bill due date) and my call would not go through and there was a message telling me to call Qwest. I called Qwest and got agent that told me that my cell phones were temporarily off (but not completely cutoff) until the bill was paid (now remember this is done two (2) weeks before the bill is due).
Okay so I paid the $346 and made arrangements with the agent to pay the balance $320 in two (2) weeks they stated that that will be just fine, when it was time to pay I went online to see how much exactly I had to pay and much to my surprise the balance showed zero $0.00 With a credit amount of $68.09. At first I was confused and I called my sister and she told me that I need to verify this with Qwest because this happened to her and then her account ended up in collections.
So I called Qwest to find out what happened to my balance and the agent told me that what had happened that a bill that I had paid before was placed on a "ghost bill", I asked what that was and she said it was like a mirror image of the real bill but it has no activity on it. The Qwest agent told that somebody that worked there caught it and applied it to my account which wiped out the remaining balance leaving me with a credit of $68.09. (Woohoo lucky day for me). I asked what do I have to do to get the cell phones turned back on? She said oh she can get them turned back on and she did. Now all this took place in September and in October when I checked my balance it was $42 everything was almost back to normal until November, I went to the Qwest site to check my balance and it was $188 (still not a problem since I was getting ready to pay it) but then I got a bill through the mail which I never had gotten before since I did everything online with Qwest.
I figured it was a statement telling me about the cell phone upgrade that I had just done 1 week ago (11/05/2007). I had called Qwest 11/05/2007 to upgrade my cell phone since I had it for over two (2) years and they also stated that I had to sign a new two (2) year agreement (which I thought was absurd, but I signed it regardless). I opened the Qwest letter and it nearly knocked me out of my seat, it stated that I owed Qwest $663.09 At first I figured that it was that "ghost bill" but I decided to call Qwest to confirm my suspicions and that is when everything hit the fan. I was on the phone all day trying to figure out what was going on, the first agent I talked to (over an hour while I was at work) checked everything and then proceeded to tell me that the bill is correct, I advised her that when I went online last week it said my balance was $188 and then she told me that the bill that I got through the mail was just for the cell phones and that I had not paid the balance of $320 back in September, I let her know that back in sept. I had made arrangements to pay that balance and was told that it was cleared up because of a computer error and she said she does not see that in the notes anywhere, then she told me that someone at Qwest had separated the house phones / internet from the cell phones (something that I had no knowledge of whatsoever).
Then she transferred me this man that stated that he was in the finance dept. And he was very rude, we got into this yelling match and I hung up on him because I was at work. I left work early so that I could go home and bring everything up on my computer but much to my surprise when I went to the Qwest site it said that there was technical difficulties to show my bill. So now I called Qwest back and got another agent who checked everything and he also said that the bill was correct, now I am very frustrated because nobody would listen to what I had to say, they just kept reading what is in front of them.
I am in the telecomm field and I know that it is very necessary to be able to take good notes and to document everything but I also know that it doesn't always happen. After talking to several people throughout the day finally I get a guy that does some serious checking and says that he sees a problem with the bill and then he transfers me to another person just so that he can tell me once again the bill is correct and hangs up. I call Qwest again now it is around 7pm and I am mad that no one has still listened to me, so this time I make this person listen to my questions:
q:how is it possible for a person at Qwest to rearrange how my bill is bundled without consulting me first?
A:i don't know
q:how is that I do not receive any notice of this change?
A:i don't know
q:how is it that you say that my past due bill amount started in sept. Yet I have not been sent a bill until November to the tune of $663.09?
A:i have to transfer you to someone that can help you
so now once again I have to explain to another person the situation, but then he comes on talking like there was some light at the end of this tunnel and he finds a couple of things that will save me money like $8.00 A month because I was being doubled billed for caller id etc...Then he checks deeper and says that this bill has been sent to a collection agency a while ago, I asked how could that be, I just upgraded my phone through Qwest a week ago, the agent said he didn't know how that could be since the cell phones are turned off, then I advised him that I was talking to him on my cell phone and that the cell phones are not turned off, he then said he will call over to credit and collections and see if we can setup a payment plan which I reluctantly agreed to. The agent came back and said the only thing he could do for me is if I pay the $517.37 Right now they can wait on the $145.72.
I advised him that there is no way that I am going to pay that since this mess was not made by me and he agreed that Qwest had made a mistake but in order to clean it up I need to pay $517.37 Right now, that is when I informed him that instead of going all the way around the block he should of just said "pay the bill", I asked him if he thought I was an idiot and that was when he first put me on mute and I asked was he still there and then came back on and said that he can hear me and then there was a lot of laughing in the background and another person said something smart and I asked what did he say and he said "nothing". After he muted me several times and he knew that was irritating me he said there was nothing he could do for me since this is with a collection agency.
Now I also found that I will probably have to pay early disconnect fees for both phones on top of this bill. My phone was completely out of the early disconnect fee before I upgraded 11/05/2007 and my daughters phone would of been out of the early disconnect fee 12/25/2007, because of a Qwest error now I am going to have to deal with a collection agency. Now the final straw hit when I was on my way home last night and proceeded to call my 13 year old daughter to see what time I had to pick her up from church, the cell phones were turned off. I am sending this letter to any and everybody that I feel needs to hear about this and I have already found other people that this has happened too, but they elected to just leave Qwest and go with another provider, as I said earlier that I have been with Qwest for years and never had a problem (sure little ones) but nothing major until this and I think this stemmed from in-house lack of communication and some illegal rearranging of a my bundle without my knowledge and not properly informing me for almost three months of a separate accumulating bill that I had no knowledge of (was still under the assumption that everything was on one bill.
I highly advise Qwest to do the right thing and clean this up. I am in the process of taking legal actions.