Qwest Complaint - Terrible customer service
TUCSON, ARIZONA -- We have been customers of Qwest for 5 years. Qwest bundle and cell phone service is very poor.
Recently we added a cell phone, a couple of weeks into our contract I called customer service to see how I can check my text charges since our initial plan did not have unlimited text, our balance was $14.65 the customer service representative recommended we changed to unlimited text for an additional $5.00+ and then the following month will be $20 I asked if I had to pay the $14.67 balance and then the $20 for the remaining two weeks. He said no - this will back track and all your text msg. will be covered. He said it will be effective immediately - so I changed plans and started texting. Well it was not effective until 2 days later. When I received my bill I was charged $40 for the first two weeks texts msg. and $20 for the the first month unlimited text. I called, the customer representative I spoke to said the guy I changed my plan with was new and was wrong. However, I had to pay for his mistake, I asked to speak with a supervisor, she said it would not make any difference, I was on hold for 30min. the supervisor was rude and would not even listen to my problem, he said the representative I was just talking to had no way of knowing if the guy I made the changes with was new or not and I had to pay. So I decided it was not worth the time and paid the huge bill. One week later I received a letter asking me how they can help - Qwest assist is all about you... so I called to at least let them know I was not a satisfied customer and will be moving to a different provider, the customer representative Shirley was very nice transferred me with her supervisor, she listen to my experience, apologized for the wrong information I was given when changing plans and awarded me a $40 credit. However, their system was down and they needed to call me later with a confirmation number for the credit. Well, a month later no call and no credit I called and was not able to find Shirley the Customer Rep said he can see the note from our last conversation and could see I had a $40 credit approved and w/initials for a supervisor. He asked me to hold - 10 minutes later he comes back on the phone and said he spoke to the supervisor that initialed the credit and she did not remember our conversation, so I was not gonig to get my credit.
Bad customer service, rude and a waste of time.
We are changing providers.