Complain about a product or service

Qwest Billing and Credit

Kao of oakdale, MN July 10, 2009

On May 11th, 2009, I called to have Qwest to resolve my phone bill that I already paid. Qwest had withdrawn from my account already and still keep sending me the bill. I called and a Qwest customer service picked up the called and he took care it. He asked me who is my Internet service. I told him that Comcast is. He asked me how much I paid. I told him 58/month. He offers me that if I switch to Qwest, he will give me 24.99/month and 100.00 bonus for switching to Qwest and will send the modem for me with no charge (is mine to keep). I told him did you say 24.99/month? He said yes.

I accepted his offer and he sold the service to me. I received the order and everything was connected. When I got the bill and it was 126.43. I called Qwest and a lady picked up. I demanding to talk to the guy who sold the service to me and she denied. She hanged up on me. I called again and a gentleman picked up. I demand to talk to the guy and he said he can't but would like to transfer me to the Loyalty department to handle it. I got transferred and a gentleman picked up. He told me that Qwest couldn’t offer me 24.99/month. But he can give me 35.99/month. I told him, I need the service that the guy sold to me. If you can't give it to me than, you have misrepresented me with your services. He said he couldn’t.

I told him that I want the service terminated and I will not responsible for Qwest misrepresentation. Qwest sold it to me and turn around and gave me different service. He terminated the service and now Qwest is sending a bill for early termination of 294.58. Qwest had damaged my personal business and time with lied and cheats. If Qwest did not swallow Qwest's mistake and continue to cause problem like this. I will terminate my phone with Qwest and will seek legal action against the damage that Qwest caused.

Tammy of Caldwell, ID July 7, 2009

I am in a battle with Qwest right at this moment. When I opened the account three months ago I was told I would be given a promotional rate on my internet of 17.99 for the first three month. I receive my first bill and have been over charged so I call customer service. I am told by a representative that the promotion I was offered was no longer available, so I was offered 24.99 for one full year. I agreed thinking that this would be a better deal anyway.

I receive my second bill and I have been over charged. I call customer service and speak to a representative and he says he has taken care of it and I will be receiving the promised rate for one year. I go to pay my bill over the phone a week later and its back to being over charged because now they say I cannot get that rate because I do not have a home phone through them. The customer service is completely pitiful and if they think that I am going to pay anymore they can think again. So basically they have tried to change my promotional rate three times now with the last offer being 35.99. How can they do this?

Paul of Minneapolis, MN June 30, 2009

Signed up for Qwest 7 mbps. Sales person told me free modem, but they charged me 70. Lots of problems getting correct DSL filters that were supposed to be free but cost me 10. Speed never got over 6 mbps.

Got a letter saying free long distance for 6 months. Signed up and got a 5 bill to connect. I decided that was enough and switched the phone, internet, and long distance to Comcast. Called May 12, day after transfer, to confirm disconnect and was assured credit would be coming. June 1 bill came for 106. Called to see what happened and learned internet had not been disconnected. They'd do it retroactively and I'd get a check by June 24. June 15 bill came for another 10 for that "free" long distance. Called today and was told that they think I'm wrong but because I'm a 40+ year customer they will refund the last two bills and I'll get the check in 30 days.

I wish I had taken the right to charge my credit card away from them before I disconnected service. At least then I would be in control.

Linda of Casper, WY June 26, 2009

I keep getting charged for 8.43 extra each month on my phone bill. So each month I have to go to the phone number given to me by Qwest(my phone provider) and request it is taken off each month. But the next month is is again on my phone bill. I have called them repeatly and it continues these charges were not authorized and I can't believe they are legal. I have to spend 30 min. or more on the phone each month to get this taken care of and it still happens again.

Steven of Kaneohe, HI June 19, 2009

Despite numerous attempts to find out the status of my bill and why I owed after cancelling, QWEST has refused to answer my correspondence. This has been going on since February- they have now turned us over to collections over a 33 bill!! I have not heard anything in response to the five letters I have sent. Do they respond to letters?

TC2 of Orem, UT June 15, 2009

I signed up for Qwest business DSL under a 20% discount for signing a 3 year agreement. This took my bill for a 1.5mb connection from 60 to 49.75/mo. A few months in, I got a flyer included with my bill touting Qwest's all new business fiber optic service for 7-20mb. The 7mb connection had a special for only 19.99/mo for the first 2 months. I called in and signed up.

Today I got my bill for my first month of service under the new order. It is for over 80! I called in to Qwest customer service and was pretty upset. The woman put me on hold for 10 minutes only to come back and tell me that she talked to two separate departments and in fact the 19.99 rate is only good for new customers. I asked her why they would have included (and continued to include these past few months) a flyer indicating that price in the bill of a current customer. She claimed the flyer goes into every business customer's bill regardless of what service they have with Qwest on the chance that they don't have internet with them yet.

Shame on you Qwest for your deceptive marketing, false advertising, and unethical business practices. I am going to get started with another provider immediately.

Carol of Breckenridge, MN June 9, 2009

Constant problem with Qwest internet billing. Having to call every 3-4 months to fix incorrect internet billing amount. Signed up for Price for Life 2 yr term in 2007. Was tricked into another 2 yr term in March or April of 2009, while the first one was only 19 months old. Did not want another 2 year term, but agreed because I could not yet find the printed website with the original terms of agreement.

Both customer service agents I talked to kept insisting that the terms of agreement were only 12 months even though I told them it was for 2 years. Sick and tired of calling every 3-4 months to correct my bill. Also dont want to continue using Qwest as internet provider and should be able to go back to my original 2 year contract that started in October of 2007.

David of Littleton, CO May 28, 2009

I recently changed service providers away from Qwest. Then got a final bill with a 200 extra charge on it for breaking a contract that was never agreed to. The young man that wrote that I did agree to it lied when he wrote that I did. No wonder Qwest is loosing customers right and left.

Laurian of Albuquerque, NM May 18, 2009

Qwest advertises online a 30 for 12 month special for Unlimited Local and Long Distance. (Under Special Offers). I called to get this promo and they said it is not available in New Mexico. I scoured the online site as did my online rep from Qwest and neither of us could find mention of this New Mexico exclusion. But they still refused to give it to me. This is false advertising!

Bob of Salt Lake City, UT May 7, 2009

In October of 2008 my bill for phone and DSL was 40.01 as a promotional deal and I called them to find out how to get a price for life deal so my bill would not go up at the end of the promotion. I was told that if I locked into a 2 year price for life deal, it would stay at 40.01. In September 2008 my bill increased 3.00 per month plus several dollars for the change in plan one time fee.

In January 2009 I called to find out why my bill had increased and they told me it should not have and credited me for the Extra 3.00 per month and said they would fix it. I called again in March of 2009 and they credited me and said they would fix it. Each month since September 2008, my bill has been an extra 3.00 per month. I called them today (5/7/09) and they explained that there was a 13.00 promotion per month in October 2008 and that it was only a 10.00 promotion when I made the change for life but was not informed this and hence nothing can be done. I said had I known it would go up even 1 cent I would have canceled and since you have not lived up to what I was told can I cancel my service now since my DSL is as slow and dial-up anyway and they said it would be over 200 in early cancelation fee.

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