AFNI - QWest Communications
No billing sent, long distance cut off for non-payment, couldn't even pay online

What a joke!!! I signed up for Qwest without any problems. When time came for me to receive a bill, nothing in the mail. I went to my account online to view and pay the bill, lo and behold, cannot get into my account online. Apparently my telephone number was unrecognized by their system. Spoke to a customer service rep that day who informed me I wouldn't be able to use the myaccount online until I had received a paper bill. Continued to wait for a paper bill to arrive, but nothing. Then two weeks ago, I received a call from Qwest verifying our mailing address. I was then told that they had entered the wrong billing information when the initial order was placed. They would change the information and get a bill sent out. Still unable to view and pay the bill online.

Continued to wait for a paper bill to arrive. Still nothing. Today I went to call my mother long distance and found my long distance to be cut off. Called customer service and could not be helped by the initial rep, transferred to a second rep, could not help, transferred to a third rep and call was "dropped" (their word, not mine). Called again and was finally sent to a rep who was able to find my account. She informs me that my long distance was cut due to non-payment of $22. I asked her how I was supposed to pay a bill I never received. She apologized for that and said that she showed an address change on the 3rd of May, (this is the 12th) and that was the reason why we hadn't received a bill yet. She then told me I would have to pay the total due of $53 to have the long distance turned back on. I told her I was willing to pay the past due of $22 now and would pay the remainder when I received a bill showing the charges.

That was unacceptable to her, (I had asked to speak to a supervisor at the beginning of this call, but was assured that she could help with the problem), it had to be the full $53 or nothing. Paid it over the phone (without ever seeing a bill, then was informed by long distance would be restored in 24 hours!!! Of course they didn't tell me that until I had paid the bill, they get their money for a bill they never sent right then, but I don't get long distance til tomorrow. Great!!! Then I went back online figuring that since a paper bill had been issued, I should be able to view the bill online. Nope!!! Called customer service again and was informed by this rep that there must be a glitch in the system because they couldn't access it either. WHAT??? Told him the glitch must be lasting for over a month because that's how long I'd been trying. He told me to call back tomorrow!!!

Company: AFNI - QWest Communications
Country: USA
State: Colorado
City: Denver
Site: qwest.com

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