[Resolved] Qwest Phone/Internet / dishonest sales/sneaky billing
I signed up to add an internet promotion to the phone line. After myself and another person in the house verified that the bill would only reflect an addition of 14.99 for internet, 8.00 for modem, and the regular telephone bill (which was 11.00), and there wouldn't be any surprise charges, I signed up.
I received confirmation in the mail that showed the internet agreement, but also showed the phone service had been changed to a "silver plan" which was 29.99 before taxes. When I called, I was told the 14.99 internet was only valid with the silver plan. I was angry as no one had agreed to change the telephone plan.
After nearly an hour of speaking with Maureen in Customer Loyalty, we had worked out an agreement that gave the account certain discounts. This would make the total bill close to what I expected when I initially signed up. This would only be valid for 4 months, at which time we could disconnect the internet and have the phone go back to "basic" service. I clearly verified with her (as they ensure you need to) that the bill would only reflect a phone charge of 14.99, plus internet charges of 14.99 and 8.00 per month. She said, other than the first month, when they bill in advance, I would expect my bill to be app. 38.00 each month before taxes and discounts. I agreed to this and hung up.
I just received the bill and there is a line item charge for both telephone and internet noted as "Service Changes and Additions". This is a total of approximately 35.00 more than Maureen told me I should expect my bill to be (also a "surprise charge" that no one revealed even when directly asked). I haven't called them yet, but their deceptive business practices warrant a complaint. BEWARE! Get everything in writing from these people!
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
CenturyLink Customer Care's Response, Jun 02, 2009
Hello, my name is Brian and I work for Qwest. I ran across your post here, and I am curious if I can help resolve the issue that you are experiencing. I do apologize that you have been told you were going to receive one price, and are now receiving a different price than you were expecting.
If you would like my help, please send me an e-mail to TalkToUs@Qwest.com, and put my name in the subject line.
Again, I apologize that you are having this experience with us, but I look forward to helping you resolve this issue.
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