Complain about a product or service

Qwest Billing and Credit

Cheryl of Casper, WY May 5, 2009

We disconnected our Qwest service to go to a cell phone only. We received an offer from Qwest after cancelling to reinstate our service with no reconnection fee and 3 months of service free. HOWEVER...the first bill was 72.82, for you guessed it--service installation charge and 1 month of service. Called and talked to a CS Rep. who told me I could ignore that bill and the credits would be on the next bill. I verified this and said, "So I can do absolutely nothing with this bill and the credits will be on the next bill." He said yes. Then a few weeks later, I received a disconnection notice if the 72.82 was not paid. Called and talked to someone with the Qwest office in Salt Lake City. She said she was crediting my account, and making permanent notes so this wouldn't happen again. Month 2's bill just arrived (remember this should be free service still). No...she did not credit everything from the initial bill, so there was an outstanding balance on that, plus month two service (which again should be free under this deal, which both Customer Service Representatives have said is the deal on our account). This is such a tremendous headache.

William of Albuquerque, NM May 2, 2009

I called and ordered a bundled package. I told the salesman that I wanted their 7 MB dsl service along with Directv service. He quoted me for the 7 MB DSL 17.99 a month for the first 3 months and 36.99 a month after that forever with a 2 year agreement. I agreed. He then quoted me 39.99 a month for Directv with DVR. I agreed. I get sent my install kit for the DSL and the DSL is not hooked up. They send a guy the next day and tells me that his work ticket shows that I am supposed to get only 3 MB dsl. Then he drops the bomb and tells me that the 7 MB DSL that I was promised is not even available in my neighborhood. I suppose the salesman should have told me that. It took them a week to get me set up to 5 MB which was the top speed in my area. Meanwhile I am expected to pay the the price I was quoted for the 7 MB. Then I get my 1st full bill from Qwest. 177.81. Hardly looks like 39.99 for Directv and 17.99 for DSL. So I call and the girl who I talk to says that there is something wrong with the bill. She puts me on hold then comes back and says it was right. She couldn't explain to me how it was right. I have made about 4 or 5 other calls since then and no one could explain this bill to me. I even had a guy promise to turn it over to their investigative team and that they would get back to me in 5 to 7 days. 2 weeks later no call. So I call up a final time to cancel and I am told that the 36.99 price was only good with bundles including home phone service. Salesman should have told me that too. He also told me that it usually takes 2 to 4 weeks for the investigative team to respond. I told him to cancel and now my bill went from 177.81 to 535.80. Most of that is the 200 early termination fee. This is a criminal enterprise and this should not be allowed to continue.

Marcy of Glenrock, WY April 21, 2009

In Dec. 2008 I called to get phone/cable services in my new apartment. During that call I was quoted prices and decided that it was too expensive and decided not to go through with it. The operator offered to send me a gift card that would pay for the modem I needed, and was told that the monthly bill for phone/internet would be @60 a month (plus an extra 4.00 for non publish). I agreed, and set up a time/day for installation. I was told that the first bill (with all fees) would arrive in Jan.2009. The day/time came ( First week of Dec. 2008) for the tech to show up. This person never came. I called 3 times that day and was told that they would send someone out the next day, and that no one needed to enter my apartment. Next day i left work early to be there.

Again, no show, so I called again and was told that the tech would need to enter. So the next day (3rd day) I took off from work to be there to let them in. A tech finally showed. Aparently the wires were crossed !Anyway, come the end of Jan, I got a phone message that I needed to call them IF I wanted my services continued. I called, and was told that I was 2 months behind on my bill! I never even got the FIRST bill. Turns out they sent the bill to the wrong address. A copy was sent out, but my services were shut off anyway. I got the copy of the bill 2 days after the shut off.

I called and raised cain. The bill was for over 300, and it was still January. I had to agree to pay the money to get my services back. I asked about the gift card I was promised to help pay for the modem. I was told TWICE that it was on the way. I never got it. The next bill(Feb. 2009) was sent to the wrong address again, and got a call as to why I hadn't paid it. I told them the correct address AGAIN, got a copy and noticed I was charged 96 with a reconnection fee. I called and asked to speak to a supervisor, and complained that I should not be held responsible for thier mistakes and I shouldn't have to pay the fees. And once again I asked about the gift card (60) that I was promised. It never came.

I recieved a "Disconnect Notice" on March 18, 2009. To take effect March 26, 2009. They didn't do it. I had enough, so I called and said I wanted to cancel services, effective immediately. ( At this time my bill was for 94.19). I was told to wait for the final bill. The final bill came (finally to the correct address) dated March 31, 2009. It says I have a previous balance of 172.26 but my total due is 138.98. I still haven't paid it. Not once did my bill ever come close to what I was quoted during the initial set up call.

Alicia of Minneapolis, MN March 30, 2009

Alicia of Minneapolis MN (03/30/09)
First, at my old address my Internet was not working for 3 weeks and they blame it on my computer. Second, I arranged for my service to be disconnected at the old address on 02/06/09 and they did not do it until I called on 02/13/09. I did not receive incoming calls in my home with the Qwest service and they blamed my units being defective. I called Qwest several times regarding my issues. The reps are never aware or helpful at all. They kept me on hold for hours and even hung up on me a few times waiting for them to correct their mistakes. I got fed up with them and asked to disconnect the service and the CSR advise me to put the order on hold after my computer get out of the shop. The CSR told me that they go back from the date of my complaint, which was the first day I got the service, and give a credit for the Internet.

I took the computer to the shop the next morning the computer people called to tell me that my computer is operational and had no viruses. He advised me not to use the Qwest CD to get onto the Internet. I did as I was advised and the Internet was working fine. I got my bill and inquired about my credit. I got three excuses 1) they don't have a record of me calling about my issues with Internet. 2)It takes 4 billing cycles for the credit to show 3) It will be on my next bill. I never got the credit.

On Feb 6, 2009 I called to have the service transferred to one address to another. I received a confirmation that my service would be active on Feb 18, 2009 at the new address. When I talked to the (CSR) she asked what date I wanted the service disconnected at the old address. I told her that day. She said that it would be on the following Monday. A friend called me at work on 02/13/09 asking me why I have return their call after the message the left on the phone. It was suppose to be disconnected. I called the number and it was working. I call Qwest and got all kinds of excuses again.

Finally the rep disconnected the service for the next day. I told the rep that I moved out the old address on 02/06/09 he kept stating that the disconnection was set for the 18th. Back and forward. The rep made me up set that I asked to speak to a supervisor. The supervisor apologized and told me that they credit me for all the days I did not have service. 02/06/09-02/18/09. On the 18th I heard a faint dial tone with static on the phone on 02/18/09. I did not think of it not ringing because the number was new. My mother was in town and a family emergency occurred at her hometown. Family and friends kept calling the house to get in touch with her. When I got home I called the number from my cell and realized that the service was not ringing in the house. I unplugged the cord less phone and put in a regular phone. The phone still did not ring.

I called the Qwest. The told me that a tech would be at the home between 8:00 am to 11:30 am. No one came or called my cell. I called Qwest and the recording said between 11:30 and 8:00 pm. I asked to speak to a rep and ask why did they change the time for coming out. The CSR could not give me answer except that a Tech will be by before 2:00pm. 2:00p.m still no tech next time I called-they where on their way. By 9:00 pm No tech came by. I called again and the CSR told me that the tech check for a dial tone and said the service was working and left. The problem is my phone unit. I asked to speak to manager and I was told there wasn't one available and that I need to call back in the morning from 9:00 am to 6:00pm Monday-Friday and hung up on me.

Monday morning I called and I told the rep to disconnect my service today! She went on to ask how she could help me and apologize and try to sell me the direct TV and offer the Internet for free for one year. I told her I am not doing anything else with them. She even offered to transfer all my calls from house phone to my cell phone free of charge ok go over my minutes on my cell-I ask was they going to pay my cell phone bill she said no. She finally, agreed that I needed to be credited for the internet issues at the old address for 3 weeks without service, a credit for the transfer of service from the old address, not having service working properly at the new address and for the tech not visiting me as scheduled. She said she would get the credit processed and send me out a mailing label for the modem. I got COMCAST it cost a whole lot more but, the internet and phone service is working and tech came and visited me before the time they was scheduled. My computer and phone unit is working fine.

Qwest is refusing to credit my account for non-working service. Qwest has poor trouble shooting skills and do not honor agreements. They still havent sent me a label to return their equipment that is trying to bill me for. I missed calls regarding an emergency at my son and daughter schools during the snowstorm. My mother missed her call about her sick friend in the hospital. I was unable to contact my mother and kids during the storm. No one could generally get in touch with me either. They just sent me a bill for 168.00 for the time the serivce was not working and for the modem that they did not give me label for.

Gordon of Shoreview, MN March 27, 2009

Gordon of Shoreview MN (03/27/09)
Have not recieved a bill for March

billing

Carl of Redmond, OR March 22, 2009

Carl of Redmond OR (03/22/09)
I have discovered multiple directory assistance charges on my phone bill. In February 2009 I called Qwest to complain about charges and ask to have them removed. The operator told me there is nothing they can do and accused me of making all these directory assistance calls. For my January and February bills combined, I had an extra 23.25 (THAT'S 31 DIRECTORY ASSISTANCE CALLS THEY ARE CLAIMING I MADE!!!) charged in directory assistance fees. This is total bogus!...I never use directly assistance! I use the internet and my Blackberry to look up phone numbers so there is no reason for dialing 411 on my home phone.

Furthermore, I live alone and have not had ANY company at all in this time frame. There is absolutely no one else who could have possibly called directory assistance. So, I waited another billing cycle and low and behold when I checked my Qwest account online there are a bunch of directory assistance charges on my bill again! How irritating can this get!?!

I am not even offered details on the numbers I supposedly looked up with directory assistance. I am sure it is somewhere on someones database but they keep that hidden. I sure would like proof of what numbers they accuse me of having directory assistance look up. My question is: How many other people are being nickel and dimed like this? How many thousands of dollars is Qwest ripping off from their customers!?! Lets do the math. I have no idea how many residential phone customers Qwest has.

Frank of Glendale, AZ March 16, 2009

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