Complaint Review: Qwest Wireless

In December 2001, I received a telephone call from Qwest wireless, asking me to "Try out their wireless services for 30 days..FREE" The agreement was that I would try their wireless services for 30 days, if I was not satisfied, I could return the two cell phones and there would be no charges. The marketing person told me that I could use the phones, for any reason, and that they would bill my land/home phone for the cost of the phones, as protection in case I do not send them back. But, if I send them back before the 30 days, my account would be credited and I would owe NOTHING.

I mailed the phones back on January 2, 2002, using the labels provided by Qwest wireless. The phones were sent back to somewhere in Arizona (I think) and I was expecting to see a credit on my next months bill.

It is now May 2002, the charges are still showing up on my bill. In earl April, I contaced their customer service at 1-800-339-3929, and was told the phones had not arrived, but that once they did I would receive full credit and owe nothing. I explained that I sent the phones in January, and after several minutes they finally figured out that they did RECEIVE the phones! They told me that my account would be credited, and that it would take about 45 days, but I OWE nothing.

May 7, 2002 I called again, and after talking with five different people, I was told that there never was a 30 day trial period, that I was responsible for roaming charges, that they "would never lie", and that I was responsible for $150+ in air time charges. I was also told that they did not have a physical address for filing complaints, nor would they give me a number or e-mail address of someone I could file a complaint with.

I asked them to provide me with a copy of the tele-marketing call, so that I could offer proof that I was told it was FREE and for 30 days! They told me the tapes are erased after 2 weeks.

The bottom line is this: QWEST marketing is deceptive and is lying about the services they are trying to sell. I would have never agreed to use the phones, unless they were FREE, because I already had two phones, why would I use other phones that I would have to pay for service?

I cannot believe they do not have a physical address for which formal complaints can be sent.

I am filing a complaint with our public service commission, as well as every other governmental agency. I am even going to contact our congressional representatives because I believe this company is practicing deceptive, dishonest, and fraudulent business in our state.

TOm
Helena, Montana