Customer Service Stinks Here
Written: Feb 08 '07 (Updated Mar 13 '07)
|
Product Rating:
|
|
| Local Coverage: |
 |
|
| Plan Flexibility: |
 |
|
| Customer Service: |
|
|
|
Pros: None at this point
Cons: They Don't Listen
The Bottom Line: Will never go through this company again. EVER
|
|
|
| onabreak2's Full Review: General Reviews of Qwest Customer Service |
I am so unhappy with this company. I have to write an epinion just so someone else does not have to go through what I am going through.
First I would like to say we have been going through this company since it took over AT&T. They have been advertising this Bundle deal where you can get your Internet
your phone DSL and a cell phone. We already had the Internet through them but canceled our Dish in order to go through Direct TV. They had a deal where you could add
a cell phone and get that for cheaper. So I thought that paying for all of this in one bill would be great. With the cell phone added it was supposed to be around 120.00
for everything.
I had been getting the go phones where you pay for a card. I had bought a card that would last a year and the card was up so thought it was a perfect time to
change. Here is where my trouble begins. The representative that signed me up told me they had a cell phone plan for 19.99 . It was a 6o minute plan. This was perfect because I never use 60 minutes in a month. My cell phone is strictly for emergencies and to call my husband to tell him I am on the bus so he can pick me up.
So the Rep is explaining the plan to me and she tells me It is 60 minutes, free calls to home and free nights and weekends. So great. I wasn't counting on free calls to home. That would mean I would have extra minutes to call my kids. Because all my calls are to home. So I cancel the long distance on the phone. I wont need it. Calls long distance on the cell phone are free if I call nights and weekends. I don't make that many long distance calls but now I can . As long as they are nights and weekends.
The phone bill comes and it is for 350 some odd dollars. OK, I know that is high but I know they bill in advance and I thought that was for the first month in advance for the phone, the dish and the cell phone charge for a month in advance and for payment on the phone. I didn't even look at the charges. I know that was bad, but I had always trusted them to
be billing me for the correct amount.
I paid that bill in full and then the next phone bill comes a month later and it is for 170 some odd dollars. I flipped. I look at the phone bill and they have charged me for all the calls I made to my home, all my calls period. Plus some text messages and a Internet connection. I don't use the Internet on the phone. I don't even know how to use the Internet connection. There were two text messages from someone who said. Yo You want to come out and play , plus I had gotten two calls from someone who didn't speak English. I don't know what
they were speaking. It wasn't Spanish either. I screamed at them and told them to stop calling .
Of course since It was supposed to be free to call nights and weekends I had used the phone to call people. It was convenient . I thought it was grand. It has a speaker phone on it. I could call people while I was driving in the car.
I called the phone company madder then a wet hen. I told the person in billing I wasn't going to pay the bill that they had charged me for calling home and calling on weekends calling at night and the Internet that I did not even use and I didn't sign up for it. The billing person says, Well you don't have any free minutes you have a flat 60 minutes. So I said then why did the rep tell me I did. Well he had no idea why she had told me that. I told him I had no idea either and I was not going to pay for it. He told me he couldn't do anything about it. I had made the calls and I was going to pay for it. At this point I know my blood pressure is up there. My head feels like it is going to explode.
I asked to talk to a supervisor. He said OK. I will transfer you to one. So he transfers me into a call Que that asks me for my supervisor number and starts spouting off one of those stupid menus. Press this press that. So I press 0 and it tells me I have made an invalid number. I was just getting more and more angry. I was probably frothing at the mouth by this time.
I pressed one and a girl came on the line and asks me all over again what I had just told the other ying yang I had just spoken too. I said I just need to talk to a supervisor. I have a problem with my bill. I'm not paying for it. So she says well tell me what the problem is. I can help you. So I told her the story all over again. She removes all the charges, removes the Internet, Removes the text messages and tells me that I have already gone over my minutes for this month but she cant remove them. However she is going to make a note in my
account about the problem. She says you will have to call in again next month to have them removed .But the note will be here.
I told her, you cannot tell a person one thing and then tell them another. I was told free calls to home. Free nights and weekends and now you are telling me it is a flat
60 minutes. She said that the plan I have is only a flat 60 minutes. No one there cares what the rep that signed me up told me. I have even asked them to listen to the recording.
They record those conversations or at least tell you they are recording them
I am locked in to a 2 or 3 year contract, but if they do not resolve this to my satisfaction I will cancel everything through QWEST. Everything. I will update this as this process goes along. But as of now , they don't really care what I was told and are not going to honor the plan I signed up for.
UPDATE: I just canceled all my services through QWEST, after being on hold for almost an hour being tossed from one supervisor to another with endless holds between them. They have admitted that the girl did state that price to me and that plan also but since there was no such plan to begin with I would have to either upgrade to a higher plan or keep getting overages. So I had them disconnect my phone which was in the bundle and the phone number I have had for over 30 years and the cell phone also.
The supervisor told me I would have to pay 200.00 for
canceling my service on the cell phone early. Even though they lied to me in the first place about it. Oh and when I told him I wanted to hear the recorded call , since I was told the call was recorded he said they did not have it that the call had not been recorded.
I am going to be writing some letters about this to the utilities commissioner and other departments as soon as I find out the best ones to address this to.
But when you see the Bundle that they are offering
it isn't a savings if they lie to you what you are getting.
Make them record the call.
UPDATE
I ended up getting absolutely nothing but the run around with this company. So I disconnected a telephone with a number that we have had for 30 years and everything else connected with this company.
They have made a mistake and admitted they made a mistake
yet they have made their mistake my mistake.
I hope everyone that reads this opinion knows that Qwest is not a trustworthy company. What you see in their ads is not what you get.
Recommended:
No
Amount Paid (US$): 357.00
|
|
|
|
Epinions.com ID:
onabreak2
|
 - Top 500 |
|
Member: Char
Location: Oregon City,
Reviews written: 374
Trusted by: 312 members
About Me:
Frogs Have It Made, They Eat What Bugs Them
|
|
|
- Add to My Yahoo!: 
- Add to Google Homepage: 
© 1999-2009 Shopping.com, Inc.