Complaint Review: Qwest

So I first signed up with qwest in may of '07. I got 2 cell phones internet and direct tv I was quoted a price of $140 a month. First it took them 4 Months to get my "bundle" all on one bill. I can still log in to my original qwest account online and see a credit of $8.53 that was never applied to any other bill or sent to me. Still if I ask them about it they insist they sent me a check.

So I have never seen a qwest bill lower than $250, when you try to question anyone at qwest you get passed from person to person and nothing ever gets resolved.

I moved into a new house in september 08 and the real nightmare began. My internet never worked right, it just worked whenever it wanted to. 2 techa came to my house to try to fix it, the first guy said it was my phone cord and left. I got a new cord and it was still doing the same thing so i got to spend another 4 hours on saturday waiting for a qwest rep to come out. the 2nd guy said that he had been working in my area for a long time and the cell phone towers down the street screw up their dsl signal so the only thing he could do to make it work was lower the speed to the lowest speed they offer and it should work ok like that.

I also discovered through him that the lines that go to my house were not functional, the way my internet was hooked up was a line coming out of my next door neighbors box ran across the ground to my house- impressive work if you ask me.

I payed the last bill that I have been able to see online early september, it was due on september 15th, it was $370-awesome-. I called qwest for the first time about my bill for october around october 15th. I spoke to a guy that assured me that since i had moved my billing date had changed, but i would get a bill that would be due nov 10th, he told me it would be for about a month and a half of service, so it would be a little higher than normal. he also told me that if i got a home phone it would reduce my bill by $20 a month and my monthly bill would come down to about $220 a month???? I said no i know how it works, it will add $60 to my bill and be a $20 bundle discount. he assured me no it will really decrease your bill by $20 a month, stupid me, I said hook it up.

early november i called again because i still couldn't find my bill online, and it was getting close to the day it was due. I immediately found out that the home phone was NOT going to save me $20 a month. it was exactly as i had said, add about $60 save $20 bundle discount, I already had a $15 bundle discount so that phone was adding $55 to my bill. I was upset about the guy who lied to me and the girl i spoke to said they would credit me for the entire time the phone was hooked up and come turn it off. she also assured me i should get my bill soon and told me not to worry about it.

November 12th, bad day. I called about the bill, this time i refused to hang up until someone found my bill. After talking to 4 people, I was informed that not only did I have a bill, it was $890, and $673 of it was late. I asked why it was so much and they said it was airtime charges for extra minutes used on my cell phones. I paid the 673 that day and asked them if they could send me copies of both bills.

within a few weeks i received a copy of the $890 bill in the mail, and my internet stopped working at all. I called about the internet not working and got in an argument with the tech guy, he wants to send someone out to fix it again, i said no just turn it off its never worked right since i moved in and i can't even get the speed i want, he says its a $200 early termination fee because i'm in a 2 year contract. He gives me another number to call 800-423-8994?. I talk to keith with credit management. he assures me that he will credit me for the internet service for whole time i've been in the new house and i will not be charged the $200 early term fee, I ask him why I was charged $143.98 on my cell phone bill "added national 1000 shared plan 8-19-08" he says i need to speak with someone in the cell phone dept, but its saturday and they are not there. I end the call believing that i at least got the internet thing resolved.

Friday I call again, this time i get gary. he is actually really nice and trying to help me. in this phone call i discover that i somehow have 4 billing phone numbers and he says he has never seen an account so screwed up. we go over the charge for $143.98 he researches it, as i have already done and agrees it is a billing error because it it a charge for changing my cell phone plan, I had already paid for the same charge on a previous bill. he says all he can do is put in a request for the credit, which will have to be approved by his supervisor and they will mail me a check for the $143.98. After 2 1/2 hours on the phone with gary i am exhausted and about to get fired from my job because i've been on the phone with qwest for so long, but i do feel a little better.

saturday i call back for gary to make sure the credit was approved. gary is not there. i speak to calvin who tells me that he actually sits next to gary and he is going to help me. he says he can take care of everything and get the credit on my account instead of a check being sent to me. he also informs me that my qwest account still shows phone, long distance, and internet active. he makes a big deal about helping me, saying he will get together with gary on monday and they will get me the credit for the $143.98 cell phone bill error, the credit for the home phone i was promised, and the credit for the internet i was promised. he promises me to get everything turned off and straightened out, BUT since its saturday and all the other depts are closed he will have to do it monday. he promises to call me everyday and leave me a message to let me know whats going on, he assures me it will all be resolved by wednesday, FOR SURE---HE PROMISES what a crock of sh*t

monday, tuesday, wednesday NO CALLS from calvin. Thursday I call, I ask for calvins supervisor. I ask her if all calls are recorded and she tells me yes they are. I go over the whole story with her and ask her why he would promise me all these things on a recorded call and still not follow through. she informs me that they cannot make outgoing call unless there are no calls in que, i tell her to stop making excuses for him and say he should not be making promises he cannot follow through with.

I let her know that i am just trying to get this mess resolved so i can get my bill paid. she tells me that i have 3 different bills one for $290 one for $369 and another for $323. I tell her that she needs to send me copies of all these bills unless she can explain how i could get $1500 of qwest bills in 2 months, she can't of course so she agrees to send me copies of the bills and put some kind of hold on my account so my cell phones won't get shut off and nothing will get sent to collections.

within a week i get copies of all of these bills, i can see its actually only one bill. with a balance forward on each one. I call and explain it to some girl who agrees to credit me for the cell phone bill error-which was charged twice now $143.98 and $67- she credits my account immediately and i pay the balance.

i thought it was over but it wasn't. to be comtinued i gotta go

Jennifer31282
Phoenix, Arizona
U.S.A.

Click here to read other Rip Off Reports on Qwest