I called Qwest in December to transfer my internet and cable service to my new house. The person that set-up my bundle gave me a rate of 72.00 for both services, and offered to waive my activation fee, because I was only transfering across town.
I recieved my first bill for 361.72. It included charges for services I did not order, charges for promotional deals that were advertised as free. Now I am skeptical of promo deals, and I went over every detail with the employee that set my service up. I was told that I had until February before I had to decide whether I wanted to keep the upgraded service or return to my usual internet speed. Also, during the months of December, January and until February 17th (2 mos. After my upgrade promo deal went into effect) where I would recieve free internet as part of the deal. Also not true! Come to find out, I needed to pay for the upgraded service for one month in order to recieve 2 months free (not at all what was told to me on the phone).
When I called to inquire about the high bill, I was greeted by employees that were unable to explain why information had been left out of the terms of service discussion I had with their representative, and also the refused to honor the 72.00 rate I was quoted when I agreed to their terms and conditions.
I even spoke with a supervisor (Susan) who told me that it was IMPOSSIBLE to have had that rate provided to me, and that there was nothing she could do, but if I wanted my service to continue my rate would be upwards of 115.00 monthly. 43. Oo more than what they initially told me. Keep in mind that the 72.00 rate was NOT a quote, it was the rate I subscribed to. Each time I spoke with a different representative from Qwest, I was told something different. Each time, the lies they told me got more ridiculous.
When I threatened to cancel, Susan (the supervisor) had no problem agreeing to that, and sent me right over to do so. She would rather have customers cancel that own up to a mistake made by her company, and work something out to honor the original "contract". It took me two hours, 3 customer service reps, and 2 supervisors, to get a rate that was even similar to the one I signed up for.
In the end, I was still set-up with service that cost more than the original contract I signed, and to no avail, I am stuck paying for charges that were bogus to begin with.
Frustrated consumer
Western US
U.S.A.
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