My husband and I have been with qwest a number of years going back to 2003. Recently we 'bundled' our internet, phone, cell phone, and direct TV from them. Since the Bill has been huge, and they send sooooo many pagesthat it's hard to know where and whats been changed, and for how much, I think to 'bundle' with qwest is a big rip off, and they charge you much more than you would have to pay, by adding in little payment which you cannot know about.
If you for some reason miss a payment, they cut off everything, and if you don't have the money right away, you cannot just make a little payment to just get back internet for example. You have to make payment 'in full' to get back anything.
Another thing Qwest customer service never gives you a good explanation for anything, everytime you call you get a different explanation, from every other representative.
Now the reason for my report... Back in 2006 we got a big bill by making a lot of international calls to my family. We could not make the payment in full, so made a payment arrangement.
Then time went by and we started getting billed for Qwest from a "Omnium Collections Agency." So my husband had to deal with the collection agency, to complete the payment. That's what he did. He made a pyment arrangement with them, and continued to make the payment, religiously to "Omnium Collections Agency" every month... Until the last payment.
My husband was one the phone one day with a Qwest customer representative, making a payment to another service and the payments being made to the collections agency came up. My husband told the Cust. Service Rep. That he is going to make the last payment to the collections agency.
So the customer Rep. Told my husband that he can make the last payment to Qwest, right away... (big mistake!)... So my husband, made the last payment to qwest. He asked if he should contact Omnium Collection agency and let them know that he made the last payment to qwest directly. The Customer service representative told me husband, that it's okay they will take care of that for him.
Ever since then Qwest keep saying that the entire bill has NOT BEEN PAID. All through last year and year before, my husband on many phone calls had to have long conversations on the phone, trying to explain to them that he paid the bill off in full. Being kept on hold for over 5 minutes at a time, while they would be checking it out, and still keep telling my husband that he owes this money. Then after long phone calls he would be told that they see that he did made the payment in full and it's now cleared up, and that they 'updated' his account. My husband had to go through this 4-5 times.
The last time my husband had to deal with this again was last November, and AGAIN... It was supposedly cleared up, he even asked that they send a confirmation letter with a number for him, which they did.
But today 03/30 again... They told him he owes them money for that bill. He was on the phone for a long time talking to them, and being on hold for over 5 minutes at a time, while they checked on it. He even gave them the confirmation number in the letter, that was sent to him last year November... But it didn't help!!!???
He even talked to the supervisor, trying to explain, but now they are saying to my husband that they show 'NO RECORDS' of him making this payment of about $700 and something dollars (which was paid off!) even when he gave them the confirmation number for the payment.
They told him to call the collections agency, to clear it up with them. When he did that the collections agency told him that they can see that he made all the payment (good news), but... Have 'no records' of my husband making the "last payment" (which he made to qwest, and was told that they would inform the collections agency... Which obviously they did not.)
So Qwest has not updated that since and now is telling my husband that he owes them money. Even through all the calls all through last year, when they keep asking him for the money and he had to go through explaining to them and then they said it was cleared up.
I am so angry, and I don't understand why they don't do their work and not do things like this to their customers.
My husband has to go to the bank and get a statement, (which he has to pay for) showing that he made those payments years ago. It is very ridiculous that they did not clear it up as they said they would, and not have any records of my husband making that bill payment. It is ridiculous that they keep bringing it up and he had to keep telling them and explaining to them that the bill was paid, and now still they are asking for money for a bill that was ALREADY PAID, years ago. It's ridiculous that they have NO RECORDS of my husband making the payments. How many times was may husband told that, "yes they see the payments" and the misunderstanding was cleared up? 5 times... Tha's how much, but now they don't see any records of his payments. So where did it go? What happened to the records of his payments? What is Qwest trying to do???
Things like this need to be looked at further by better business bureau or something, because this is ridiculous. This is going to show on my husbands credit, and he has paid the bill already a cople of years ago.
I told my husband that we need to look into getting our services from a better and reputable company for our services.
I am so angry, and I really hope this clears up because I don't know what to do, it is unfair and totally wrong if my husband is told to pay that money again... Wheres the justice??? Qwest is a rip-off and no one should have any service with qwest.
Avi
Edina, Minnesota
U.S.A.
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