Qwest Complaint - My Fruitless Qwest - Long Distance Service
LOS ANGELES, CALIFORNIA -- I have been battling Qwest Communications for seven months over a $6000 bill they sent despite my not being their customer. To cut a long story short, Qwest takes the cake for obtuse and greedy customer "service".
The problem started when my local phone provider (not Qwest) moved my service to a new address and phone number. Through a comedy of errors that no-one can explain, Qwest became my preferred long-distance carrier despite my specifying a different carrier. Six weeks after the move, Qwest's bill arrived - more than $6000 for calls that my specified carrier would have charged about $220 for.
Despite my thoroughly documenting the mistake - and despite hours on the phone with Qwest - and despite FCC rulings that the consumer is not responsible for costs when switched without authority - and despite my paying Qwest the amount my preferred carrier would have charged - Qwest called me every day for weeks demanding payment, and then referred my account to a collections agency (who - guess what? - calls every day).
Ironically, Qwest's own collections agency advised me to get Qwest to agree to accept payment for what my preferred carrier would have charged for the calls in question. I made that offer months ago, paid accordingly, and Qwest cashed my check - but continues to demand money that I do not owe.
Based on my experience, Qwest has no ability to resolve problems based on the circumstances of each case. "You owe the money" is the only attitude they apepar capable of, whatever the facts and whatever the law says. Only rarely will two reps will give you the same version of what Qwest's own records show about the history of the case.
Obviously this is a warning to avoid Qwest if you have a choice. If you get switched to Qwest through an error you don't even know about (as I was) - heaven help you.
California's PUC is investigating this case. I will update when (in 2011? maybe 2012?) the PUC makes a ruling.