Qwest Complaint - Nightmare on Qwest Street
SEATTLE, VERMONT -- List many customers, I received notification several months ago that Qwest would no longer being providing my wireless service. I was offered the option to switch my service over to Verizon. I was very upset about the upcoming change, so I initially ignored the notice. When the third notice arrived, I finally decided to do something about it.
I called Qwest and after sometime got someone on the phone to discuss my account. My first surprise was the fact that the HTC phone I have ($400's worth) would not work with Verizon's service. The next surprise was the fact that my bill would more than double moving over to Verizon. I thanked the person with whom I was speaking and hung up. I was in total shock.
My children kept reminding me that I had to make a choice, as my service would be ending soon. My next call was geared towards selecting a plan with Verizon that would work for me. While placing the order, I informed the customer service representative assisting me that I was still not sure if I would proceed as I had a Sprint account also. After we set everything up, I told her I would call back when I made up my mind, as I wanted to investigate the same type of plan with Sprint and compare the cost. She told me to take my time and even gave me my order and product numbers.
Well three weeks later, I finally decided to take my number over to Sprint. I called Sprint and asked what I would need to do to port my number over. I also made numerous calls to Qwest to ensure that I understood the process. No time during the 3 month time period, did anyone at Qwest mention the fact that my contract did not end until April of 2009. One of the reasons I decided to go with Sprint was because my contract with them did not end until November of 2009.
At any rate, I called Sprint ported the number over. Done. Or so I thought. Today, February 2, I came home to find my latest phone bill from Qwest in the mailbox. There was a $242 "debit adjustment" on the bill. On top of it, it stated that the debt adjustment was past due. After looking over the bill several times, I finally found the debit adjustment in the Wireless portion of the bill. It was applied to the bill on January 28, 2009. Yet, on February 2, 2009 it was past due?
I called Qwest to find out exactly what a debit adjustment was. The person I spoke with told me after looking at my account that she believed it was an early termination contract fee for my wireless account. I told her that was impossible as I never wanted to terminate my account, but I was told I had to. She then told me that I should have waited for Qwest to disconnect the phone. Disconnect my phone? Why would I want my phone disconnected???? She informed me that she would have to transfer me over to the Wireless department in order to have them answer my questions. But, before she did, she told me that they could transfer me back to make arrangements on the amount past due!
While I thought this was already a nightmare, it had only just begun. I went through my story in detail and was met with the most "I don't care" attitude possible.
I explained that after months of investigating, talking and making plans, that I was faced with a cost which I felt was unfair. He read me the technical responses from his screen and said that I chose to terminate my contract early. So, I asked him, so, if I had opted to go with Verizon would I have paid the termination fee? He told me that no the fee was waived when you transferred your service to Verizon. So, I told him that he seemed high trained in his responses and ability to communicate this information. Yet, I wondered why his co-workers, three of which I had spoken with in the past--one even knew I was going to Sprint--did not communicate this same information to me? He then told me that if I had a complaint he could transfer me to the Executive Complaint Department which was responsible for taking complaints. I said no, this is what I would like you to do, I would like for you to escalate my call. He then asked me based on what? I told him that based on the fact that he could not resolve my issues. He said that because he would not waive my early termination fee did not mean he could not resolve my issues. I asked him at what point doing our conversation did I ask you to reverse the fee? As a matter of fact, you stated that the early termination fee was $200, but the amount "debited" to my account was $242. He told me that the $42 was tax. I again asked to speak to a supervisor or manager and he again refused. At this point I told him to have a good day and hung up.
I truly believe that they have been getting a lot of calls about their practices in switching over to Verizon and thus, have prepared answers. I totally believe this is a prime example of the big guys really sticking it to the little people. What can we do???