I was notified by Qwest several months ago, perhaps in July or August of via inserts in my billing that Qwest wireless was merging with Verizon. I eventually called Qwest to inquire about this and told them that I did not want to be a Verizon customer. I was informed by the female customer service rep (CSR) I was speaking with that I could cancel now and pay a $200 termination fee or wait until Feb. 2009 at which time I could elect to be released from my contract (that would end in Sept) and not have to pay a fee.
I explained that $200 was too high of a fee. I had been a Qwest customer for 10 years and felt that because I had to replace a broken phone a year ago they required me to sign a new 2 year contract. During those ten years I had cancelled a land line and internet service because of all the billing errors on their part. I left the cell phone active with Qwest as the billing would then be simplified.
The CSR lady agreed to reduce the termination fee to $100 if I cancelled before Feb and told me that she was putting notes in my account to that effect so that if I called in to cancel anyone would see the mutual agreement. I agreed to that.
Shortly thereafter, in speaking with business acquintances and friends I found out that others had had their termination fee waived in its entirety. I felt I was being discriminated against to say nothing of being treated unfairly. I had already shopped for another cell phone provider/carrier and wanted to change.
I called Qwest and told them I was planning on cancelling my contract with them and I wanted to discuss the termination fee. The male CSR I spoke with told me there was no fee reduction offered to anyone at any time and 1) he didn't see any notes in my file about ever calling in to Qwest to reduce the termination fee to $100, nor that I ever called in. 2) he stated that the fee would not be reduced or waived and 3) he told me that he did not know when Verizon would take over nor when the Qwest tower would come down and my contract could continue with Qwest to the expiration date with no changes and asked wouldn't that be what you would want? I said No, I want to terminate and that fee should not be applied since I have been informed by Qwest of their intention to merge with Verizon and you gave me the option to opt out.
I also told this customer service rep. That Verizon was already on their website and that I could certainly provide names and numbers of people for whom Qwest had waived the fee. I, too, wanted the entire fee waived. I asked for the corporate address so I could send a complaint letter.
A week later, in response to my letter, I received a call from a Qwest employee whose name I did not catch. He said that he would honor the $100 termination agreement even though it wasn't in my account notes. I stated that I wanted the entire fee waived as they have done for others. He said that the fee was never waived for anyone and asked if I had names and numbers to which I replied I did. He stated he still could not change anything. I pointed out that he had already agreed to the $100 fee. I told him I felt I was being discriminated against and if I had to I would go public with this. Our conversation ended.
One of my friends gave me the name and number of the person she spoke with at Qwest who waived her early termination fee, her name is Sandy Pacheco. Sandy told my friend that she should not have been treated the way she was when she was having the same problem with Qwest that I had. I tried to reach her by phone and have left messages yet have not been able to speak with her to see if she could remedy this situation.
I do feel this is a case of discrimination and typical poor customer service treatment from Qwest.
Lucas
Glendale, Arizona
U.S.A.
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