Qwest Complaint - Billing/Customer Service
MINNEAPOLIS, MINNESOTA -- Some time in 2006 my husband and I signed up for bundled services with Qwest for our internet, landline and Direct TV because we were told it would only cost us $99.00 per month for all three. The bill actually turned out to be $137.00 per month after they were done taxing and feeing us to death, but I didn’t complain because we had a 2 year contract and 1) were stuck and 2) I could afford it.
Come August 2008, the price of everything continues to rise and we start looking for places to save money. My husband called up Qwest to see what they could do to lower our monthly payments before we were forced to cancel our services. To my surprise they offered us $10 off our Direct TV, took the bells and whistles off the phone (i.e. caller ID/waiting etc.), 3 months free Starz & Encore and 6 months of free internet….woo hoo! I thought wow!
Our September bill came in the mail and my head about came off—the bill was $30 more than the previous month? What?!? When my husband called Qwest to find out why the bill was more he was told it was because when they reduced our phone package we lost our bundled savings. That didn’t seem right to me. If the bells and whistles after taxes and fees were about $50 per month and the new phone without the fancy stuff was no $30 per month, how could the bill have gone up rather than down?
I called Qwest a couple days later and guy told me that we were being double billed for our Direct TV so that Direct TV could synch up its billing cycle with Qwest and we’d now be paying a month ahead rather than a month behind (how convenient!). I had noticed on our September bill that we had been charged for the internet and when I asked him about this he informed me that it could take 30 to 60 days to go into effect. I asked why it took so long for this feature considering they had already made the other changes—his only response was that this was a new benefit and the previous person we talked to probably didn’t fully understand it. He said we couldn’t “back date” the “order” because the “order” for the free internet hadn’t been filled yet, but that it was scheduled to be done by the end of September and before our next billing cycle.
Fine. Obviously there wasn’t much we could do but pay for what we were told would be free, plus the double bill of the DTV and wait for the “free” part to eventually kick in. It is now October, our new bill came in the mail today—this is the next billing cycle the representative referred to and still Qwest has failed to make good on its offer for six months of free internet.