In Dec. called Qwest and talked to very "nice" agent, "Candice." She gave me her email at [email protected], hoping we'd opt to buy a family cell phone plan. During phone conversation, told her Qwest upped the fee on my DSL, was supposed to be $26 a month for DSL with MSN email, but Qwest took the liberty to hike it up to $38.
I requested to be credited and asked if there was another DSL option since MSN email is archaic, isn't compatible with itself (MS products), is slow and unreliable since it uses http servers instead of the more common pop mail servers. She suggested Qwest.net and verified with techs that it used pop servers. She said I wouldn't see any change in internet performance, would still be at 1.5 mbps speed and at an astonishing lower rate, $21! Said I'd be mailed log in instructions to set up new email accounts with Qwest.net as the new ISP provider.
What a surprise, nothing in the mail, slower speed, modem disconnects for no reason, and the rate, still hiked up to $37.99. All they did was break up the pricing, call it Qwest Connect Silver for $28.00 then go on to add Qwest.net basic-DSL at $9.99 in another section of the bill. It's advertised at $26.99 but Qwest finds it difficult to maintain one low rate at any given time (no matter what is promised or advertised). On Jan 13, I email Candice back about the new bill problems (no response). Perhaps she was fired because she really did try to do a good job for the customer...?
On 20 Jan 08, I chat live with Qwest "customer service" with Stephanie W, # (20273). She does not acknowledge any errors on Qwest's part and says the DSL is $26.99 a month. She can't answer why Candice told me it was only $21 a month. Stephanie finally acknowledges that yes, the $9.99 is above and beyond the $26.99, (I know it was difficult for her). Even more difficult was to acknowledge that it's $28 that I'm being charged on top of the $9.99, (there is no $26.99). Taxes don't even come into play here yet.
She keeps pointing out that I have a bunch of credits. I keep pointing out that the math (as usual) errs in Qwest's favor by adding more bogus charges which cancel out any credits (above and beyond)."Chatted" for 37 minutes. She said she couldn't credit me nor help me and to call billing. I already did.
It's interesting how the majority of companies "err" in their own favor with money and rarely the customer's. There's more superfluous charges too, one called "charge for service not previously billed from Dec 14 to Jan 04. Like they missed one! (I haven't looked at all my bills in case they do this every month).
Qwest has made it very hard to log on now since it won't recognize my password anymore, and once I do the forgot password (since they forget it every time), they want to keep mailing me a new security number-which of course will frustrate many enough to give up on looking too much more into your account online if you have to go through these motions every time. With it being impossible to accurately determine what my monthly bill should be, being generous on the math, I'm confident I donated at least $40 extra to Qwest's cause this last billing. I do a lot of business on the internet and never have this sort of problem logging in to other institutions.
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