Qwest Complaint - Lack Of Customer Service
COLORADO SPRINGS, COLORADO -- I contacted Qwest in May 2008 inquiring about options for lowering my monthly payments. The Qwest representative offered an enhanced phone package and higher speed internet. The representative neglected to tell me that it was only for six months, and that my payment would go up in six months. When the payment went up in November of 2008, I called Qwest again, November 17th, and asked why the payment went up and that is when I was told that it was a temporary offer. During the November phone call I was offered six months free internet service and I agreed. I was told that it would take one or two billing cycles for this to take effect.
I also cancelled the phone service at that time, after the offer of free internet was offered. I received my December bill which did have the credit on it for the free internet service. The only payment required was for the short period of telephone service before being turned off. I waited until February 3rd, to call again and file an escalation. That would have been sufficient time to include the two billing cycles that I was told it would take for this action to be completed. When I received the bill for February in mid-March the credit still had not been added to the bill. I again called Qwest on March 12th and spoke with ****, from the broadband customer retention group, at that time **** said that she would take care of it. Once again I received a bill for $49.99 on the 30th of March. I called Qwest on the 31st of March and spoke with a very disagreeable representative who again told me that it would take another sixty days for the credit to show up on my bill. I got angry and told her to cancel my service completely.
A few minutes later I called back and spoke with another representative who was glad to get me connected to the correct department. I eventually was put in touch with a supervisor in the broadband customer retention group. I was told that since I cancelled my telephone service in November that I was not eligible for the six months free promotion. That was the first time this had been mentioned. Said that I would get the six months service, I asked for an email pertaining to the verbal agreement that he had just made and was told that it would be impossible to do. No matter what the outcome of this is, I will no longer use Qwest services.