The complaint has been investigated and
resolved to the customer's satisfactionResolved Qwest — awful customer service
resolved to the customer's satisfaction
I am including a letter I wrote to corporate about the battle with Qwest: I am writing you directly to tell you about my terrible experience with this company named Qwest. I hope that you take it seriously because there are a ton of people with these bad experiences just like mine and I don't know how a company this messed up can survive. I have been fighting with your customer service department for a year about an old account that should have been closed and paid in full a year ago when I switched to Vonage. Two months ago, right before I moved to CO, I received my first collection notice of that account not being paid. I paid it after much dispute just because I was not going to get anywhere with your staff who never admitted wrong doing on their end. I'm just suppose to know I owe that without ever receiving a bill for a year. Now that I am moved and my account was up to date, I have gone rounds with your customer service department because of how disorganized they are, rude, and completely unhelpful. I set up internet and Directv accounts 6/23/08. I paid a deposit of $106 for the directv account. I had my internet service interrupted 2 weeks later and was told I had to wait a week to hook it back up. I waited the one week for my disk to arrive and installed it again. 2 weeks later the same thing happened without any explanation as to why, so I waited my one week again to receive and install my disc. I then called up on 9/5/03 and asked to pay my final bill for Directv and have it disconnected. They told me I owed $73.35 for directv. I paid using my credit card so I would have proof and got a confirmation number for the transaction. Now they can't find any amount paid and my bill which should have been paid in full 9/5/08 is still active 10/7/08 and I'm told I owe $251. I refused to pay anymore after they lost my first payment. I wanted to dispute my internet bill so I didn't pay that amount of $77 because I don't feel I got serviced properly. I got to use my internet a total of 4 weeks and I don't feel that price reflects all the effort I went through to t ry to make up for them randomly turning it off. I have never received any discounts for any of the trouble I have gone through to stay in business with your company. Directv has credited me for mistakes made by your company for not receiving NFL Sunday ticket 3 weeks in a row after it showing that I should have been receiving the signal. So I was on the phone with Directv hours upon hours every sunday trying to sort through this mess while I should have been enjoying my family and football. Qwest has not reflected any of those credits that Directv has offered me, so that just proves why I chose to switch to Directv directly. I'm sorry for the long winded tale of what happened but I wanted your company to know from a long time customer what a mess your organization has become and that your being rated as number one in customer service is a down right lie that you are telling unsuspecting consumer that don't know any better. I just want to know how you can say that after the dibackle I have been put through, and why it always comes down to money because that's all that matters to you, clearly not servicing customers. I wrote you because no one in any of the departments (ie billing, customer service, repair, and the investigation department that is looking into where my payment went) would put me in touch with anyone that can do anything to rectify this situation, yet I still get cards in the mail from your company offering me 3 months free to come back. I feel like a prisoner stuck in this black hole of a mess and disappear that I would never go back to your company if it was the last company on earth, so you can just keep your cards asking for my business unless your willing to put your money where your mouth is. I have never had such a bad experience with any other company including government agencies, licensing agencies, or the irs, so I suggest you reevaluate your policies and plan to spend even more money on advertising to try to get new customers because news travels fast in this day and age and I intend to l et everyone I don't know and especially the ones I do exactly what your company has put me through. And that has been going on for about 1 1/2 years now just because I wanted to disconnect my service. It speaks volume and I applaud anyone willing to take this corp. giant to court because the complaints for this company never ends.
The complaint has been investigated and resolved to the customer's satisfaction.
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