Complaint Review: Qwest - Phoenix Arizona

Beware of Qwest's billing practices!

A few months ago qwest called me and I signed up for their unlimited long distance calling plan for one monthly fee. About two weeks later Att offered me a better plan and I accepted. This agreement was verified through a 3rd party verification company. Shortly after I signed up with Att Qwest called me and asked if I wanted to go with their long distance and I said No.

I recieved a bill from Att for unlimited calls and I paid their monthly fee. I then recieved a bill from Qwest for my phone service as it is the only phone service company in the area that I reside in. I noticed that Qwest also billed me a monthly fee for unlimited long distance.

I phoned Qwest customer service and told them that I have long distance through Att. They stated that I signed up with Qwest and I asked her to give me the third party verification number. She couldn't find it, but she assured me that there must be a record of it or I would not have their long distance. I told her I couldn't have two long distance carriers and she said, "Yes you can". Why would I pay two companies for unlimited calls?

I was on the phone with qwest for at least 45 minutes and they turned it over for review with their long distance department. They said I would hear from them soon.

I've been with qwest (formerly USWest) and have had nothing but problems with their billing. A few years ago I signed up for unlimited in state long distance calls for $50 a month. I have teenage children and they made many calls with my permission, thinking that it was unlimited. When the bill arrived I was charged for the $50 fee And $800 in long distance charges. I called them and they said it was a mistake and they would fix it. The next month I was charged for both also. They said it would take time to adjust and not to pay it. Then I received a disconnect notice. I was so mad and called them up and they said they would fix it. It took them almost eight months to remove it from my bill.

I bought a DSL modem three years ago at a sale price and was charged full price. They did adjust it but took six months to credit me. They have double billed me for phone cost several months and adjusted a small portion of it from my bill. The amount I actually owed was very confusing and I payed the full amount so my phone wouldn't be disconnected.

I requested a one year history of my phone bill at least ten times over a one year period and never recieved it. I was sent only the previous months bill every time. When I called a customer service rep, each time they would say,"I'm very sorry, we'll send that to you". I would specify that I wanted a copy of a years worth of billing record. They would agree and when it arrived in the mail it would be a one month copy Every Time.

I even tried ordering the billing report with their recorded automatic service with the same results. I wonder what they are trying to hide? I don't know how many hundreds of dollars I've lost to this company. I make a lot of calls and I'm a very good customer and they don't seem to have any problem overbilling me. Let me tell you, I now look over my phone statement carefully!

I told a customer service rep that I can't wait for the day when another local phone company comes to this area. She informed me that it wouldn't matter because they would have to rent the lines from Qwest anyway. I have no problem with the phone lines, it's the billing departments abusive and fraudulent tactics that I have a complaint with. I'm a very nice person and easy-going but I've lost patience with this company. Nothing they do surprises me anymore.

Teri

Salt Lake City, Utah
U.S.A.