I write to you today as I strongly debate canceling my service before it is too late. My concern: $27.50. This is the amount of money I have been debating with your employees for the past 3 hours today. I called and was very pleased with the salesman I spoke with last night as he had the authority to give me deals and discounts. Then, I got over to the Bundle Department. Everything began going downhill from there. I was quoted to add basic phone service through Qwest it would cost me $13.18 and I would receive a $10 monthly rebate. The Representative failed to mention anything about a $27.50 activation fee.
I have been speaking with Representative after Representative and Supervisor after Supervisor today. None seem to have authority or be willing to credit my account $27.50 for the bad information I was given last night to lock in my service for 2 years. This makes me extremely uncomfortable to work with your company as no one is willing to stand behind what employees are telling prospective clients.
No one has been willing or able to help attempt to solve this problem. I have requested many Representatives pull the call and listen to what I was offered. I was told only Customer Care could do that. When I got to Customer Care they told me only phone calls where orders were actually placed were recorded. Basically, no one has access to listen to what your person quoted me and therefore will not stand behind it. It does not even sound like if they could listen to the phone call, they would be interested in crediting it anyway. All your employees have done is point fingers at other Representatives, departments, Qwest (who has absolutely nothing to do with this situation).
Do you have the authority to help solve this problem? Or shall I just go down as another completely dissatisfied customer, cancel my service, and write to the Better Business Bureau as well as the Consumer Affairs Office like many of my colleagues who have written complaints all over the web? Simply reading the massive amounts of complaints is really steering me away. If I lock myself into a two year deal with a company who is completely unwilling to help, I do not see a bright two years ahead.
Your company needs to stop pointing blame and start solving problems and backing up their claims.
Please respond with any insight ASAP.
If you are interested the names of a couple of Supervisors (who were unable to solve my problem, may not have had authority, and simply transferred me to different department after department) I spoke with today are as follows:
Jacob Polo - Completely dissatisfied with his help. He told me I could reach him at 1.866.684.7457 but I have been unable to get back in touch after many attempts.
Hector Leyva - The only solution he could give me was an apology. Unfortunately this will not work when the issue is on a much bigger scale of being quoted $20 and charged $200.
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