In September, I changed addresses. Qwest charged me $30 just to activate new service, told me it would take 3 weeks to get someone out to install a satellite dish, and sent me 2 modems that did not work with my situation. I cancelled the service as quickly as possible, and Comcast was out the next day with everything installed and complete.
Having been on automatic monthly billing with Qwest, they charged me for the future service, the 2 modems, and other stuff, some of which was valid. Overall, they deducted around $250 from my account. Upon notifying them that they charged me for service I didn't receive, they told me that as soon as my modems (which I returned) were processed, they would send me a check for the difference, and in the meantime, were sending me a check for $138. I received the check a month later, and called them to ask when the remaining would come in. They claimed to have never received the modems. I urged them to check their files more carefully, and was put on hold to check in a different department. After a 30-minute conversation, the CS rep finally acknowledged that yes, they had received the modems, and no, I hadn't been sent out a check yet. She told me I would receive a check within 30 days. A couple months later, I called up again, and WENT THROUGH THE EXACT SAME PROCESS. A different rep claimed they didn't owe me any money, and had never received the modems. Upon further checking again, and a 45-minute conversation, she finally admitted that they owed me money, and said a check would be sent out. All this after basically calling me a liar, accusing ME of trying to take money from them, and belittling me and disrespecting me.
A couple months later, I went through THE EXACT SAME PROCESS.By this time it was MARCH. It had been SIX MONTHS. I talked to Matt Ingram, and at the end of our 30-minute conversation, I made him give me his email address, and while we were on the phone, I emailed him to ask how much the charges were for, and what they corresponded to. He emailed it back to me before I got off the phone, again promising a check within 30 days. I have included not only our further correspondence, but also the correspondence I've had in the last couple weeks with the Qwest online support. This is either going to make you laugh hysterically in its ridiculousness, or cry in anguish to see a large corporation screwing over a consumer who can only assume that he is not the only one, just the only one who isn't going to give up easily. If you are a lawyer and would like to contact me, please do so. I have an airtight case, and I'm ready to sue for punitive damages as well as to compensate for all the time and headache I've spent in the last TEN MONTHS trying to get my hundred dollars back.
From: Sam
Sent: Monday, March 12 9:48 AM
To: [email protected]
Subject: refund
Please put in writing the amount I will be credited, and for what reason,
Sam xxxxxxxxxxx
Original Message
From: "Ingram, Matthew"
To: Sam XXXXXXXXXXX
Sent: Monday, March 12 10:23: 55 AM
Subject: RE: refund
Sam,
An adjustment has been made in the amount of $97.63. You will receive a check in that amount.
The Total is $59.99 for the modem $9.99 shipping and handling and $16.50 for the DSL service charged. $86.48 Tax $11.15 = $97.63 total credit due.
Any other questions please don't hesitate to reply.
Matthew Ingram
Qwest Sales and Service
From: Sam XXXXXXXXXXX
Sent: Sunday, April 01 2:19 AM
To: Ingram, Matthew
Subject: Re: refund
We're coming up on 3 weeks and I haven't seen this check yet. Can you check on the status and let me know?
Sam
Original Message
From: "Ingram, Matthew"
To: Sam XXXXXXXXXXX
Sent: Wednesday, April 4 9:13: 16 AM
Subject: RE: refund
Sam,
Yes, it takes one bill cycle to see the credit appear on your bill. So you will see the credit on your April billing. Any other questions let me know.
Thanks,
Matthew Ingram
Qwest Sales and Service
From: Sam XXXXXXXXXXX
Sent: Saturday, April 07 5:16 PM
To: Ingram, Matthew
Subject: Re: refund
I don't have a bill, I haven't been with Qwest since September. You owe me a check, and you said it was going to be sent to me. A check. When isit coming?
Sam Ciaramitaro
303-322-9800
Original Message
From: "Ingram, Matthew"
To: Sam XXXXXXXXXXX
Sent: Monday, April 9 8:49: 15 AM
Subject: RE: refund
Sam,
You will get your CHECK within 30 days from when the credit was put onyour bill. The credit is not immediate. It normally would be on the next bill printed on your regular bill cycle date. Then you get the check within 30days.
Matt Ingram
Qwest Sales and Service
Original Message
From: Sam XXXXXXXXXXX
To: "Ingram, Matthew"
Sent: Monday, April 9 10:37: 16 PM
Subject: Re: refund
Well, technically speaking, I've been waiting about 6 months for this money I'm owed. What is the status right now, how long does it take for the credit to show on my (non-existent) account, and is there any way to speed this up?
Sam
Original Message
From: Sam XXXXXXXXXXX
To: "Ingram, Matthew"
Sent: Saturday, June 16 9:53: 10 AM
Subject: Re: refund
Still waiting on my check, please look into this and get back to me. At this point it's coming close to a year that I've been waiting for my money...
Sam XXXXXXXXXXX
Original Message
From: Sam XXXXXXXXXXX
To: "Ingram, Matthew"
Sent: Saturday, June 23 12:27: 21 AM
Subject: Re: refund
Am still waiting for my check.
Please respond.
Sam xxxxxxxxxxx
303-322-xxxxxxxxxxx
Original Message
From: Sam XXXXXXXXXXX
To: "Ingram, Matthew"
Sent: Monday, June 25 10:52: 06 PM
Subject: Re: refund
Still no word on this, when will I be receiving my check, Matt?
Sam
*
Please retain Case #7350XXX for future reference to this e-mail.
*
Qwest is a registered trademark of Qwest Communications International,
Inc. Other trademarks are the property of their respective companies.
Original Message Follows:
Date: 6/25 22:59
First Name: Sam
Last Name: XXXXXXXXXXX
Primary Phone Number: 303-XXXXXXXXXXX
E-Mail Address: XXXXXXXXXXX
Billing Address 1:6911 W XXXXXXXXXXX
Billing Address 2:
Billing City: Edgewater
Billing State: CO
Billing Zip: 80214
Problem Category: Other - Explain below
Contact Preference: Phone
Problem Details: You still owe me $97.63. I've been waiting now since September, have had multiple phone conversations, and every time, I'm promised that a check will be out in a couple weeks or a month. We're coming on FIVE MONTHS here. I have no idea what kind of two-bit operation you have in your accounting department, but I mean COME ON! Icancelled your service in SEPTEMBER. You overcharged me, told me you send me a check, and never did it. What recourse do I have but to go to a lawyer? How many other people have you done this to? Are you ready fora class-action lawsuit, or will you just give me the hundred dollars you OWE ME. I'm really sick of calling you, I work too many hours to mess around during your ridiculous customer service hours by calling you. Please fix this. I understand I'm contacting you through the technical service page, but I don't know how else to get through. Will you PLEASE let somebody know who is in the right department, and have someone call
me IMMEDIATELY so we can fix this?
When Did You Experience This Problem?
What Computer? Other
Other Computer details: none
Polled System (hidden field): Mozilla/4.0 (compatible; MSIE 6.0; Windows
NT 5.1; SV1;.net CLR 1.1.4322)
Connection Speed: unknown
MyAccount Username:
MyAccount Password:
Account Code:???
Original Message
From: Qwest.com Customer Care
To: Sam Ciaramitaro
Sent: Wednesday, June 27 6:37: 58 PM
Subject: Re: Qwest.com Technical Support: Other - Explain below (Phone)
Dear Sam,
Thank you for your recent e-mail inquiry to Qwest. I apologize for the delay in responding to your e-mail. I apologize for any frustration or inconvenience you have experienced regarding the refund. I would be happy to help you, however I was unable to locate the account you are referring to. Please provide the billing phone number of your prior account, And one of the following: The 3 digit customer code (located after the account number on your bill) or last four digits of your social security number.
Thank you for choosing Qwest. Have a great day!
Sincerely,
Ebony
Qwest Credit Management Center
Consumer Markets
Original Message
From: Sam XXXXXXXXXXX
To: Qwest.com Customer Care
Sent: Thursday, June 28 10:08: 23 PM
Subject: Re: Qwest.com Technical Support: Other - Explain below (Phone)
The phone number from my old account was 303-XXXXX, my ss#XXXXXXXXXXX
Original Message
From: Qwest.com Customer Care
To: Sam XXXXXXXXXXX
Sent: Friday, June 29 10:34: 41 AM
Subject: Re: Qwest.com Technical Support: Other - Explain below (Phone)
(KMM13658700IXXXXXXXXXXX)
Dear Sam,
Thank you for your recent e-mail reply to Qwest.
Upon review of your account, 303-322-9800, a refund check was issued on 11/15 in the amount of $138.24, check number 4300507925. The checkwas sent to the address you verified; 6911 West 24th Avenue Apt. 7, Edgewater, CO 80214. Our records show the refund check was cashed on 12/06 and because you haven't received it I have requested a front and back copy of the cashed check.
Thank you for choosing Qwest. Have a great day!
Sincerely,
Caera
Qwest Credit Management Center
Consumer Markets
Original Message
From: Sam XXXXXXXXXXX
To: Qwest.com Customer Care
Sent: Tuesday, July 3 1:07: 18 AM
Subject: Re: Qwest.com Technical Support: Other - Explain below (Phone) (KMM13658700XXXXXXXXXXX)
I'm so tired of explaining this, I've been explaining it for months now. You still owe me money. Look into your files, I've had multiple 30-45 minute conversations with your customer service reps, and each time they finally figure out that you still owe me money. I was charged for service I didn't use, as well as modems that I returned.in total, you owed me back around $235. You had refunded part of the charge because that was due to the service. You hadn't received the modems yet, and when I called back months later, someone claimed the modems had never come in. Upon further checking, and getting in conference calls with other departments, it was found out that the modems HAD come in, and I was promised a check would be in the mail. A couple months later I went through the entire process again. A couple months later I went through the entire process for a THIRD TIME. Still no check. This third time, I made the CSR, Matthew Ingram, send me in writing, via email, exactly what was owed to me, and what for. After 3 weeks, I emailed him to see where the check was. He said it would come in 30 days. That was back in April. Every few weeks I email him again, and he has since stopped responding. I am including text of our back and forth below for you to verify...
PLEASE FIX THIS, IT'S BEEN MONTHS!!!
* (insert transcript of emails between sam and matthew so far)*
Original Message
From: Sam XXXXXXXXXXX
To: "Ingram, Matthew"
Sent: Tuesday, July 3 1:13: 29 AM
Subject: Re: refund
Seriously, Matt... Uncool. You're supposed to work in customer service...
Original Message
From: Qwest.com Customer Care
To: Sam XXXXXXXXXXX
Sent: Tuesday, July 3 10:38: 42 AM
Subject: Re: Qwest.com Technical Support: Other - Explain below (Phone)
Dear Sam,
Thank you for your recent e-mail reply to Qwest.
Please refer to an e-mail I sent you on 06/29/07.in the message this
was my reply:
Upon review of your account, 303-XXXXXXXXX, a refund check was issued on 11/15 in the amount of $138.24, check number 4300XXXXXXXXXXX. The check was sent to the address you verified; 6911 West 24th Avenue Apt. 7, Edgewater, CO 80214. Our records show the refund check was cashed on 12/06 and because you haven't received it I have requested a front and back copy of the cashed check. I will mail you a copy of the cashed refund check when I receive it.
I am also sending a copy of your e-mail to our Qwest customer care department to verify that all credits have been applied.
Thank you for choosing Qwest. Have a great day!
Sincerely,
Caera
Qwest Credit Management Center
Consumer Markets
07/03/07
Original Message
From: Qwest.com Customer Care
To: Sam XXXXXXXXXXX
Sent: Tuesday, July 3 11:41: 32 AM
Subject: Re: Qwest.com Technical Support: Other - Explain below (Phone)
Dear Sam,
Thank you for your recent e-mail inquiry to Qwest regarding the credit due for your Actiontec modem return. I apologize for your frustration over the credit.
Your e-mail inquiry has been referred to the management team for review. A Qwest manager will contact you as soon as an update is available on your case. We apologize for this inconvenience.
Qwest appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, feel free to e-mail us anytime or call us at 1-800-XXXXXXXXXXX.
Sincerely,
Colleen
Qwest Customer Care
Consumer Markets
Original Message
From: "Ingram, Matthew"
To: Sam XXXXXXXXXXX
Sent: Tuesday, July 3 12:59: 45 PM
Subject: RE: refund
Sam,
Can you give me your Home Telephone Number so I can check on the status of your refund.
Thanks!
Matthew Ingram
Qwest Sales and Service
Original Message
From: Sam XXXXXXXXXXX
To: "Ingram, Matthew"
Sent: Wednesday, July 4 10:32: 11 AM
Subject: Re: refund
303-XXXXXXXXXXX
Original Message
From: Qwest.com Customer Care
To: Sam XXXXXXXXXXX
Sent: Friday, July 6 1:44: 55 PM
Subject: Re: Qwest.com Technical Support: Other - Explain below (Phone)
Dear Sam,
Thank you for your recent e-mail inquiry to Qwest regarding if all the credits have correctly applied to your account. I apologize for the delay in responding to your e-mail.
All appropriate credits have applied to your account. You received a credit for your modem return of $138.24 on October 18.
Qwest appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, please visit us online at http://www.qwest.com/customerService
for a variety of customer service options.
Regards,
Steve
eService Supervisor
Qwest Customer Care
Consumer Markets
Original Message
From: Sam XXXXXXXXXXX
To: Qwest.com Customer Care
Sent: Sunday, July 8 2:13: 49 AM
Subject: Re: Qwest.com Technical Support: Other - Explain below (Phone)
Please don't patronize me or lie to me. You most certainly do NOT appreciate my business, nor do you value me as a customer. You certainly have NOT provided me with excellent service. Your company has acknowledged THREE TIMES that you still owe me money, and the last time I had it put IN WRITING as is shown below. How can you now say you don't owe me my money? I've printed out transcripts of every conversation I've had via email, I have the dates of every conversation I've had with your company, and I'm going to have them reviewed by a lawyer. I cannot believe, in this day and age, that a company as large as yours has the gall to rip somebody off as blatantly and uncaringly you have done, with no shame, no apology and no recognition. Are you telling me that no one has taken any notes in my file every time I've called up and had a check promised to me? Every bit of interaction has all been AFTER the $138 check. YES, I received that. That isn't the problem. The problem is, it wasn't the total amount I was owed. PLEASE, if you have any common decency, and if you have ANYONE there with any amount of intelligence, PLEASE re-read this ENTIRE email, from bottom to top, and tell me why you're still blowing me off and not paying me.
This is unfair, manipulative, and just plain wrong. Your business practices are going to cost you the business and you will lose in this industry very quickly if you maintain this attitude with customers.
If you can't personally rectify this situation, please send my contact information to someone who can. I will not be satisfied, and I will not stop contacting you until you have sent me the money you owe me. You can stop using email to blow me off. Have someone in a position of power contact me via telephone so we can get this straightened out. It's been 10 months already, this is getting ridiculous.
Sam XXXXXXXXXXX
303-XXXXXXXXXXX (account on file)
303-XXXXXXXXXXX (current phone#)
Sam
Edgewater, Colorado
U.S.A.
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