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Qwest DirecTV Quest wont honnor $74.98 Bundle and has shut us off of Direct TV Internet
We pay our bill every month and have over paid now Quest tells Direct TV to shut off service for now payment. we signed up for a BUNDLE deal $74.98 plus taxes and were told $83.44 per month we never had that same bill till the last 3 months and they shut us off and now say we owe $320.00 before they turn our service back on.. The kicker is we got the service in July and have called ever since both Direct TV and Quest and no one could fix the problem and so we sent it to the Attorney generals office in December and on January 6th they sent a letter to Quest but in return Quest on January 25 Quest did answer with a letter to Direct TV in a form of non-payment to disconect service. below is some of our payments and some chat logs with Quest can some one help please
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Thank you for your payment to Qwest | ||||||||||||||||
Thank you for making an online payment to Qwest for account ***-***-****-032. $33.00 will be withdrawn from your checking ending in 642 within three days. | ||||||||||||||||
The confirmation number for this payment is **54. | ||||||||||||||||
If you did not authorize this payment, contact Qwest at 1 800-244-1111. | ||||||||||||||||
Sign up for AutoPay to pay your Qwest bill automatically every month! Payments are secure and convenient. Choose deductions from your bank or charges to your credit or debit card. | ||||||||||||||||
Note: If your e-mail address changes, update your profile to ensure that you continue to receive important communications from Qwest. |
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Thank you for your payment to Qwest | ||||||||||||||||
Thank you for making an online payment to Qwest for account ***-***-****-032. $134.10 will be withdrawn from your checking account ending in 642 within three days. | ||||||||||||||||
The confirmation number for this payment is xx462. | ||||||||||||||||
If you did not authorize this payment, contact Qwest at 1 800-244-1111. | ||||||||||||||||
Sign up for AutoPay to pay your Qwest bill automatically every month! Payments are secure and convenient. Choose deductions from your account or charges to your credit or debit card. | ||||||||||||||||
Note: If your e-mail address changes, update your profile to ensure that you continue to receive important communications from Qwest. |
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Thank you for your payment to Qwest | ||||||||||||||||
Thank you for making an online payment to Qwest for account ***-***-****-032. $83.44 will be withdrawn from your checking account ending in 642 within three days. | ||||||||||||||||
The confirmation number for this payment is xx6576. | ||||||||||||||||
If you did not authorize this payment, contact Qwest at 1 800-244-1111. | ||||||||||||||||
Sign up for AutoPay to pay your Qwest bill automatically every month! Payments are secure and convenient. Choose deductions from your bank account or charges to your credit or debit card. | ||||||||||||||||
Note: If your e-mail address changes, update your profile to ensure that you continue to receive important communications from Qwest. |
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Thank you for your payment to Qwest | ||||||||||||||||
Thank you for making an online payment to Qwest for account ***-***-****-032. $83.44 will be withdrawn from your checking account ending in 642 within three days. This authorization includes a $83.44 payment that will be credited to your Qwest telephone account, and a $0.00 convenience fee. | ||||||||||||||||
The confirmation number for this payment is xx885. | ||||||||||||||||
If you did not authorize this transaction, contact Qwest at 1 800-244-1111. | ||||||||||||||||
Sign up for AutoPay to pay your Qwest bill automatically every month! Payments are secure and convenient. Choose deductions from your bank account or charges to your credit or debit card for no additional charge. |
General Info | |
Chat start time | Dec 16, 2009 5:25:39 PM EST |
Chat end time | Dec 16, 2009 6:57:04 PM EST |
Duration (actual chatting time) | 01:31:24 |
Operator | Harmony B. (20676) |
Chat Transcript |
info: Thank you for using Qwest.com. A Qwest Sales and Service Consultant will be with you in just a moment. Your account information is confidential and protected by law. Advise our agent if you prefer that we don't use it to market bundled services. This has no effect on the service or offers we provide for you. info: Thank you for contacting Qwest. My name is Harmony B. (20676). How may I help you today? MICHELLE: Our records indicate that your bill is correct. Please contact our billing office at 1-800-491-0118 to review your account and determine why you are not receiving the price you were quoted. Sincerely, Mark Qwest Customer Care Consumer Markets MICHELLE: THE PRICE I WAS QUOTED WAS 74.98 A MONTH FOR 12 MONTH WHICH INCLUDED INTERNET, PHONE, LONG DISTANCE AND DIRECTV SERVICE THROUGH QUEST IN A BUNDLE DEAL MICHELLE: NEVER has my bill reflected such from its inception in June of this year MICHELLE: can YOU tell me why? Harmony B. (20676): Hi Michelle, I am happy to assist you. Harmony B. (20676): Have you called the Billing number you mentioned above? MICHELLE: hahahahaha MICHELLE: yes every month Harmony B. (20676): Okay, and it was not resolved through Billing directly? MICHELLE: every rep that I speak to tells me an amount to pay, which incidentally is not what I am quoted, and I pay it in full despite that because they ALWAYS claim they will fix the bill to reflect the origonal contract as of the NEXT billing statement. But... I cant get them to put that in writing, only say it over the phone thus far Harmony B. (20676): Let me access the account and I will take a look at the notes. Can you please verify the billing address? MICHELLE: Every month, your rep gives me a number and as I said, I pay it in full with the understanding that they will honor the contract... MICHELLE: xx MICHELLE: maricopa Harmony B. (20676): Thank you, can you verify the state please? MICHELLE: az Harmony B. (20676): Thank you. Let me look into this for you. MICHELLE: as of our last talk with a rep, our total amount due every month should be 83.44 which is the $74.98/mo. for 12 months Internet, Phone, Long Distance and DIRECTV service through Qwest (New customers only.) plus aplicable tax MICHELLE: we have continually overpaid that amount and are really tired of Qwest picking an arbitrary number to bill us each month Harmony B. (20676): I understand, I am on the line with Billing now. MICHELLE: thank you Harmony B. (20676): You are welcome. MICHELLE: a bundle deal should be the same every month correct? Harmony B. (20676): Yes. MICHELLE: if you are looking at my account, you will notice it has NEVER been the same MICHELLE: NOT ONCE has the bill reflected the origonal price of $74.98/mo. for 12 months Internet, Phone, Long Distance and DIRECTV service through Qwest (New customers only.) plus aplicable tax Harmony B. (20676): Thank you for waiting. I'll be with you in just a moment. Harmony B. (20676): I understand the problem, I am holding for billing now to get this resolved for you. MICHELLE: thank you MICHELLE: please make clear to billing that I expect the reimbersment of overpayment to be reflected in my next month bill as well MICHELLE: because when they honor the contract they will find that it has actually been overpaid MICHELLE: can you pull up this origonal plan from June for this bundle deal? the line above was taken directly from your web site at the time I signed up Harmony B. (20676): I will be right with you. Harmony B. (20676): I'm sorry for the delay. I'll be right with you. MICHELLE: that's ok, I will wait as long as I know this will finally get resolved Harmony B. (20676): I understand, I finally got trough to a billing rep and we are going over the bill now. MICHELLE: can you pull up this origonal plan from June for this bundle deal? the line above was taken directly from your web site at the time I signed up Harmony B. (20676): I'm sorry for the delay. I'll be right with you. MICHELLE: I'm sure there is going to be a delay, as I stated above, the bill has been different every month so it may take some time for billing to figure out Harmony B. (20676): I just got off the line with billing. Thank you for holding. When you signed up for this bundle did you add all of the products on the same order? Or were they added piece by piece? MICHELLE: it was a bundle, we signed up for the exact bundle deal as stated above MICHELLE: $74.98/mo. for 12 months Internet, Phone, Long Distance and DIRECTV service through Qwest (New customers only.) plus aplicable tax MICHELLE: we were not given the option of what to add or subtract because it was a bundle MICHELLE: that is exactly what we wanted Harmony B. (20676): I will be right with you. Harmony B. (20676): Thank you for waiting. I'll be with you in just a moment. Harmony B. (20676): I am still working with billing. MICHELLE: I understand Harmony B. (20676): Thank you. MICHELLE: can you pull up this origonal plan from June for this bundle deal? the line above was taken directly from your web site at the time I signed up MICHELLE: $74.98/mo. for 12 months Internet, Phone, Long Distance and DIRECTV service through Qwest (New customers only.) plus aplicable tax Harmony B. (20676): I have tried every route possible to get this resolved for you. Billing tells me that everything is correct since you added the services at different times. I know that is untrue by looking at the bills since June. The problem is, I cannot pull up expired bundle promos. MICHELLE: well, don't you think as I do that they should honor their origonal offer, I have NOT added or taken ANYTHING out on my end MICHELLE: i was also told that directv was 12 months but now they tell me I'm on the hook for 24 months, I live in a rented home and may not be here more than a year which is why I signed up for the bundle that I did MICHELLE: we were told by qwest that they would fix that on their end, is that on the notes? Harmony B. (20676): I do think they should honor the original offer. I see in the notes records of when you have called/chatted in but I do not see where any billing adjustment has been made, I am still reading through them though. MICHELLE: that is all I have EVER asked them to do is honor the origonal bundle deal... Harmony B. (20676): I'm sorry for the delay. I'll be right with you. MICHELLE: thanks again Harmony B. (20676): You are welcome. Harmony B. (20676): Do you know if the bundle is still online? MICHELLE: I have tried to find it, they have replaced it with other offers Harmony B. (20676): That's what I thought too. I am trying to find if there were any stipulations with the bundle but that is near impossible without being able to see it. MICHELLE: but as I said in my very first conversation with your rep carol online, that line was pulled directly from the site and she was quoting from the same site MICHELLE: I looked it over with her in June, there was only the directv rebate which I was unable to do at the time because Qwest gave them the incorrect phone number, I have all of that documented also MICHELLE: she actually told me then that I did NOT have directv according to your records Harmony B. (20676): I see, honestly I have done everything possible to try and get an explanation on why the bill is wrong but I cannot seem to get any "set in stone" answers. MICHELLE: I let her know I thought it was odd given their dish was on my house. MICHELLE: that has been my problem as well, nothing in writing. Harmony B. (20676): I show there is no DTV on the account in June, but it is on the July bill. Were you an existing DTV customer when you signed up for the bundle? MICHELLE: no MICHELLE: I had cox having come from phoenix and the dtv was part of the bundle since cox did not offer service here Harmony B. (20676): Okay, that wouldn't be the problem then. I am just going line by line to isolate the problem. MICHELLE: our phone and internet was cox in phoenix also MICHELLE: a bundle deal that was ALWAYS the same Harmony B. (20676): Thank you for waiting. I'll be with you in just a moment. Harmony B. (20676): I will be right with you. MICHELLE: ok Harmony B. (20676): Thank you for waiting. I'll be with you in just a moment. Harmony B. (20676): I am sorry Michelle I have tried everything within my power to get this fixed for you. I do not see anything on the account or bill that would "void" the bundle price you signed up for. I legitimately think you are being billed incorrectly. I cannot issue an credits or I would be happy to do so. As much as I don't want to tell you this- Billing is going to be the only department who can at least issue you some credits. I am very very sorry you have had this experience. MICHELLE: Harmony, thanks for your help, at this time, I would like to take this session as well as all other info and send it to the attorney generals office as I have tried to work with billing, as you can see, and have had no results MICHELLE: You have been very helpful and I wish you and yours a very happy holiday MICHELLE: does billing have an online live chat? Harmony B. (20676): Thank you, and if you complete the survey at the end of the chat you can request a transcript of our chat if you want to keep it for your records. Billing does not have a chat. When I get back in tomorrow at 8:30 I am going to re-access the information and see if I find anything different. If so, can I call you at ***-***-****? MICHELLE: how do I do that exactly? MICHELLE: yes we can be reached at this number as well MICHELLE: I appritiate all of your help and your willingness to look further as well Harmony B. (20676): Once you exit the page you will have the option to fill out a survey, once the survey is filled out you can get a transcript. I have heard that is not 100% effective. If I were you I would copy and paste the chat into a Microsoft Word document just in case. MICHELLE: already done, thanks again Harmony B. (20676): You are welcome, If I run across a solution tomorrow I will make sure to give you a call and tell you what I find. MICHELLE: perfect, have a great day Harmony B. (20676): You too Michelle. Harmony B. (20676): Thank you for using Qwest.com today. Our goal is to provide you with excellent service and we appreciate your feedback, please take a moment to complete the post chat survey. If you need further assistance, please click here for additional customer service options on Qwest.com. We invite you to learn how to surf safer and smarter online. Click here to visit the Incredible Internet and get online safety certified. info: Thank you for using Qwest.com. Your chat session has ended. |
Thank you for your payment to Qwest | |
Thank you for making an online payment to Qwest for account ***-***-****-032. $83.44 will be withdrawn from your checking account ending in 751 within three days. This authorization includes a $83.44 payment that will be credited to your Qwest telephone account, and a $0.00 convenience fee. | |
The confirmation number for this payment is xx024. | |
If you did not authorize this transaction, contact Qwest at 1 800-244-1111. |
1 Updates & Rebuttals
adviseguyz
Arizona,United States of America
Couple of questions
#2Consumer Suggestion
Mon, February 08, 2010
As we all know some offers are too good to be true. However, when people have issues like this there are often times answers to the questions. Directv pro-rates their bill meaning you might have a different bill the first couple months also there are often extra fees expressed in the fine print such as extra packages receivers blah blah blah. I didn't read all of your report because i got bored.Keep this in mind when you sign up with a company you sign an agreement. That means youeither stay with them or pay an ecf ( early cancel fee). Thats's probably what happened right? you got that high bill either due to equipment costs, pro-rate, or ecf? The ecf or whatever would then get billed to directv who would turn off your services due to you not being able to pay Qwest.The company wont give you services if they know you owe their partner company money. Now not all the time is the company to blame but shouldn't they make that small print available to all and express all details....? Surrrrrrrre they should but we dont live in a perfect world and it's up to the consumer to make sure they have all their information right before signing the dotted line. I have heard so many complaints working with companys like d-tv where the customer complains because they were under the impression or didn't understand!!! These people are idiots it's plain as day, the information is there. Ignorance and stupidity play the their parts with these people and my 16year old sister understands all these catches special offers without even having to think that hard about it. Thanks for reading. Please comment or write back