I have been battling with Qwest for about 18 months.in June I paid the phone bill at an electronic payment center. I paid in cash and got a reciept. The next month the bill didn't reflect a payment. I paid what I owed. This continued until late November, then the phone was shut off for non-payment. I had to pay the bill in full plus a $85.00 deposit. The lost payment in June had completely skipped my mind. I started going back over the old bills trying to find out why the bill was high. It took several months put I found the missing payment and called Qwest to straighten it out.
The first call I was put on hold for 45 minutes and then promptly at 7pm I was cut off. The next evening I tried again. The person at billing transfered me to credit collections, and believe it or not I was disconnected. I had been on hold for over an hour.
I finally did speak with someone in credit. They showed the payment being recieved but didn't know where it went. She was going research it and have an answer in 2 weeks. A month later I called the number she have given me. The number I was given didn't recieve calls. I spoke to a new person in Credit. I faxed him a copy of my reciept and was given the same line about research. A month later I had my wife call, I was hoping that a new voice might get results. NOT A CHANCE
It's now December. The phone has been turned off 3 times. Each time it's reconnected they add $50.00. I have spent more than 20 hours on hold with Qwest. I was actually told that I should just try paying my bills and I wouldn't have these problems.
In my final attempt at solving this, I called the Credit Dept., again. This time I spoke to Andrea. After looking things over Andrea decides it's my fault. She can't believe that I was so stupid that I waited for months before trying to find a lost payment. I was then told that it had been researched and that since no one had called that they couldn't find the payment. They have no record of the payment and reciept I had meant nothing. Andrea was nice enough to explain that electronic payments work like this; I make the payment, the payment center makes an electronic notice to Qwest, then the payment center mails my payment seperately of all others. Once Qwest gets the money in the mail, they consider the bill paid. Andrea believes that Qwest never got the payment, I was either still sitting on a desk at the payment center or maybe it fell out of the mailmans' bag. I'm not joking, Andrea explained it this way.
I asked to speak to her supervisor and was told she didn't have one. There were no supervisors in that department. I asked to speak with someone above her and found out that she was as high as I could get and just for asking in order to turn your phone back on we need last months, this month another $80.00 deposit and pay a bill that was in my wife's name from 6 years ago. The bill was for a number we never had, the billing address was somewhere we never lived and she had filled out a fraud report twice. I hung up before it got worse.
I went to the payment center, the clerk there called Qwest and straightened out the lost payment. It turns out that my account had been typed in incorrectly. The supervisor at the Credit Dept. Even appologized. It's not over but it's a start.
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