July 2. I called Qwest Wireless to have my phone deactivated. I had been having problems with the phone roaming even in my own house. I was very unhappy with the service. I was past my 1 year mark so there should have been no early deactivation fee.
The customer service gal (Chantell) talked me into trying a different phone (a nokia 5170). I accepted this and told her to go ahead and ship it. She gave me a $ amount of $49.99 for the phone and would throw in a headset and car charger because I was so unhappy.
I called the next day to verify the phone was shipped, I was told the phone had never been ordered. So, the new rep I talked with was going to send out a Nokia 5185 because this would work even better than the 5170. I said ok go ahead. So, 2 days later after returning from vacation I received BOTH phones.
I called immediately to see where to send the 5170 back to. The customer service rep (Karry) said to "Stick the phone in a drawer somewhere and he would credit the phone. Then he said because of how much time I had to spend on the phone with qwest to get this problem taken care of, he would credit my whole July bill. I thought this was pretty nice. However, I received my August, September & October bills and I was billed on each one for BOTH phones.
I had chosen the 3 installment payments over three months. So, I had never been credited for this phone. I made phone calls everymonth when I got the bills and was transfered between departments everytime. I finally got somebody to go over all of the bills and notes on my account since July and she said " yes, you are correct. You never were credited for the phones. But, since there are no notes on the account that state this is what "Karry" was going to do, there is nothing I can do for you because it is past the 3 month mark". I was so angry! I never paid the balance of the cell phone bill and now 8 months later, I am getting collection phone calls.
They had also added an early deactivation fee. So, they now say I 0we them $413.51. I figure I owe them $162.00. I am willing to pay this amount, but I can never reach anybody that can or will help me. I have reported it to the better business bureau but have heard nothing from them yet. I have spent a total of 15 hours on the phone with qwest since July 2nd. I am begining to feel like they should be paying me for my time I have wasted. The worse part is that I am trying to buy a house, and they have now turned it over to a collection agency so it is on my credit report. I feel I have been treated unfairly and am not sure what to do about the situation. Be aware before you sign (or even verbally agree) to a cell phone with qwest.
Brenda
North St Paul, Minnesota
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