MSN DSL
Quoted $39.95 DSL price but billed $49.95 the next month

I agreed over the phone to sign up for MSN DSL service for $39.95 a month, to be billed on my Qwest phone bill. When the second month's bill came, it was for $49.95. I called Qwest, who said MSN had increased the price, and they connected me to MSN to straighten it out. MSN asked what changes I had made and whether I had upgraded. I never did a thing! The representative said, "Doesn't look right, I'll check with a supervisor." I was then told that the $39.95 service was not available in my area and that I just had to pay $49.95. I said I would find my original notes and call back. $49.95 was never mentioned in my sales pitch!

I found my notes and called MSN again. I was told, "Doesn't look right, call Qwest, they increased it, not us." I informed him I was not calling Qwest again, because it was MSN that was overcharging. He said, "Hang on while I go into another screen." After about 20 minutes, they hung up on me. That is a fine way to handle a problem you cannot deal with. I called back and had to start over. Again I heard, "Doesn't look right, call Qwest and see why they increased it." I gave the same response and was told, "I'll have to check with a supervisor." After another 20-minute wait, I was told that it was indeed Qwest that had increased my price, that they only have 640 speed available to me at $49.95, and that 256 at $39.95 is not available.

I was furious! I called Qwest back and told them to bring up my account to see how many times I had spoken with them about the price of my internet service. I told the representative what I had been told by MSN, and she said they only pass on what MSN bills them. She had me wait while she connected a three-way call to MSN. We talked while MSN had us on hold, and I got a chance to tell her the whole story. When the MSN supervisor came on, all she could do was read off a page what service I had and how much it cost. When I brought up that I was quoted $39.95, she said the salesperson had just made an error. Later in the conversation she said I had signed up on a promotional deal. I was absolutely positively never sold the service at a promotional price! I asked her if she could send me something showing the promotion I signed up for, but she didn't have anything in writing. I also told her maybe she should review the tape they always tell you they are making. The Qwest representative went through past files and told her she could find nothing in their records about a one-month promotion. She again read off her sheet what service I had and how much it costs. I told her this was a complete bait and switch, which was 100% illegal, and then I explained the term to her. She responded by reading me what service I had and how much it costs. When I read the subscription agreement to her about a 30-day notice, she said that didn't apply because I was on a one-month promotion. She was quick with that one.

Qwest and I kept talking, and she gave me a $10 credit for my time. MSN is not the only game in town, and I will be switching as soon as possible. Luckily I am only month to month, if that wasn't a lie too. I will be finding out very soon.

Company: MSN DSL
Country: USA
State: Washington
City: Redmond
Phone: 8667837868
Site: msn.com

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