Qwest Complaint - Qwest - Help! - Wireless
TWIN CITIES, MINNESOTA -- In August, I went Kayaking and although I had my cell phone in 2 plastic bags, it got soaked. I called Qwest to order a new cell phone and was told that Qwest was going to be merging with Verizon in a few months and that then all customers will need to get a Verizon phone. I was told that inventory for Qwest phones was low for this reason. I was told they had a cheap pink Sanyo for $50. Although pink is not my color I did not want to buy an expensive phone only to have to purchase another one soon and bought the pink Sanyo.
I noticed right away that if I called a number, then pushed end, and called another number that although the second number appeared on the screen it would connect with the previous number. I learned that to avoid this I had to hit end at least 2 times. This happened to me several times a day if I forgot to push end 2 times. It was also annoying to the people I that got called back not without my intention. If I called my mother at 9 pm when she goes to bed and pushed end and then put it in my purse and then at 10:30 called my son when he gets off of work it would connect and call to my mother’s phone waking her up. This also costs me minutes as I am on a 1000 minutes (no free evening or weekend minutes) plan. Since I rarely even get close to using all of my minutes this was not a big issue at the time.
In the meantime, I subscribed to the Qwest broadband and had several problems but that is another story.
On Sept. 25, I received a call from a hospital in another area code- 130 miles away that my mother was in the hospital. Since my turnover day was the 27th (I thought 12am the beginning of the 27th each month) I knew that I would probably be going over in minutes so I bought two phone cards at a large discount store to avoid overages. The cashier failed to activate the cards. I had no real choice but to use my phone at the hospital to notify my relatives. Thinking I had a new 1000 minutes on the 27th, I made an 111 minute to my brother in Texas. I would never have talked that long with him had I known the new minutes do not begin until 12 midnight at the end of the 27th.
When I received my bill, which is typically around $35 and it was over $200 I was shocked.
I looked over the bill and there were at least 50 times that the issue explained above, - where a previous number is connected when I dial another one, occurred. I tried to explain this to customer service as I feel I should not have to pay for the approx 50 some minutes. I was put on hold and shuffled around and when I asked to talk to a supervisor, it was impossible to do so without first telling the story and then being put on hold while they told the story and then I had to correct the errors in the retelling of the employee to the supervisor.
I made several calls about this trying to get to the right person as they kept passing me around. During my third or fourth call I remember a customer service person telling me that it was my fault because I bought a cheap Sanyo instead of a SAMSUNG- He said: the phone calls doesn’t it and you can get calls can't you. He went on to tell me that if I were to by a KIA car instead of an expensive make then I shouldn't expect the air conditioner to work. WHAT!!! If I buy a new product car or phone, cheap or expensive, I do expect it to work.
Then I was told it is normal that people call back the same number,( 50times?) - which I had mentioned as supporting my issue with the faulty phone and could be seen on the bill. The customer service representative was insinuating that I was lying and repeatedly told me that I had to go to a Qwest booth at a nearby Mall to verify that the phone was the problem and then they would reduce my bill.
My mother was in the hospital for 3 weeks and I was visiting her daily and once out taking her to doctors appointments. The service representative told me the booth was only 10.5 miles away. I did get to the booth about a week ago and the person there said they would put the info into the computer. I had been told that once this occurred the bill would be corrected and I would be notified. The trip to the mall to have it verified that I am not lying was a great inconvience and meant that my son had to wait an hour for me to pick him up. I asked that the manager in the booth call and draw attention to the fact that I had come in so they don't say they weren't aware.
Two days ago, my phone was cut off and I am FURIOUS because I have been very proactive in trying to take care of this. This is 2 days before my turn over day and I repeatedly asked not to be put on hold, as I do not wish to go over on the minutes in trying to resolve this. I was told I wouldn't be on hold but a couple of minutes. I shortly talked to the 3 people, - that I was shuffled around to, and on hold for over 40 minutes before I hung up. At the 25-minute point, my phone said low battery and since I accidentally left the charger cord at the hospital out of town, I now charge my phone in the car. I ran out to the car to plug it in before the battery ran out and I would have to start all over YET AGAIN. As I didn't have the car key along and didn't want to run into the house as I might miss someone getting back to me off of hold I sat and froze outside in the car ( winter in Minnesota) and listened to the recording about how Qwest values it's customers and values my time- NOT.
Let me digress. Many years ago, when my children were small and had ear infections my phone had radio noise interference on the line to degree that I could not hear the other person and visa versa. So when it was much below zero and I had to call the doctor I took my sick children in the car to call the doctor and then had to tell them that "no" the nurse can not call me back. I spent much money in quarters at the pay phone up the road. I called Qwest repeatedly to do something and nothing happened. When I first called, I said that if the problem were underground the ground would freeze soon. I was reassured that they have machines that can dig through frozen ground. A few weeks - yes weeks later I was told that the ground was frozen and they couldn't take care of it. Finally, a few more weeks of frustration I decided to call the FCC as a last resort. Within 2 hours someone was at my door to help me and they took care of it.
What is it going to take to resolve my current problem? I want to be able to use my phone again.