My cell service through Qwest was interrupted on 02/10. I was kindof shocked by the lapse in service since it was only the 10th and my bill isn't usually due until the 12th or 13th of each month. I called customer service immediately to rectify the situation. I was first sent to a customer service rep who had a hard time verifying my account information. I stated my problem and was told that there was "nothing he could do for me until my account balance was brought to $0.00 and he then tried to put me through to payments. I explained that if he couldn't help me then I needed to speak to his supervisor. His supervisor was also completely unwilling to help me aswell. I was asking for two days to make my payment. I have ALWAYS paid my bill and I have always been a good customer. I explained my situation to the rep and was then told that my bill is actually due on the 22nd of each month but I was being given a grace period by being allowed to pay my bill on the on the printed due date. So now I guess they are doing me a favor by waiting until after I have recieved my bill to expect payment? She argued the due date on my bill. Like I can't read. Very insulting. I was again told that there was nothing that could be done as far as turning my service back on until the amount was paid. $149.00 was the amount due. That amount is up about $70.00 from when I first started my contract with Qwest. Anyways, after asking why there was nothing that could be done for me I was told by the csr that I wasn't "listening" to her. She then stated to me that Verizon had "taken over their billing system" and there was no way to restore service, add services to my plan, delete services from my plan or change my plan at all unless it happened through Verizon. I explained that I do not have a contract with Verizon. I have a contract with Qwest. She told me she could xfer me to Verizon. I was then dumped over to an answering machine for Verizon wireless somewhere back east. Since it was 3:30 mountain time they were closed. I hung up and called customer service again. I was on hold for 15 more minutes. I was again told that there wasn't anything that could be done for me. I was advised to speak to someone in collections. Yep. Collections for a bill 2 days overdue. I then asked "When will Qwest wireless stop providing service to cell customers?". I was told that there was no exact date but I would be notified by mail. A merger with Verizon at least 9 months in the making and nobody knows when it will be complete. I assume if the employees don't know than I will probably not find out until my phone stops working one day.
This morning I anted up the $149.00 and was told it could be 24 hours until service would be restored. It can be turned off in a snap but 24 hours until it is resumed?!! Outrageous. After a while I decided that I could probably do without some of their service and I could definitely do without that fat little bill coming again next month so I called again to reduce my monthly plan. Again, incompetence ruled. After giving a basic math tutorial to the csr on how much airtime I could expect until my next billing cycle (I like to make sure we are on the same page) I again asked about when Qwest wireless would end. She had no answer for me.
I think I deserve to know when my wireless provider plans on pulling the plug. I think after nearly four years of my business and about $4800.00 of my money thay could let me have my service on for a couple days after my billing due date. I think I deserve the truth from my service provider's representatives. I think the people providing that service should know some basic math skills and how to read a cell phone bill. Does anyone think I have valid reasons to have my contract waived? I WANT OUT OF THIS STUPID CONTRACT!
Krystal
boise, Idaho
U.S.A.
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