• Report: #37464

Complaint Review: Qwest Wireless Communications

  • Submitted: Sat, December 07, 2002
  • Updated: Thu, June 12, 2008

  • Reported By:Queen Creek Arizona
Qwest Wireless Communications
1801 California St Denver, Colorado U.S.A.

Qwest Communications Qwest Wireless Communications Wireless bill $788 INCORRECT Qwest threatened to disconnect Phoenix, Denver, Colorado

*Consumer Comment: We wouldn't have to get angry if they just did it right to start.

*Consumer Suggestion: Heres why your bill is high..

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QWEST was ordered to pay restitution for deceptive marketing of telephone services, but how do we resolve our issues with this company? We are one of those unfortunate victims. A year and a half ago we received our very first Qwest wireless bill (for personal use). The phones are a necessity while traveling in the car (ie: while rushing to an out-of-town emergency room when Dad had a stroke.) We were floored when we opened the first bill....$780.00. We ordered the shared plan costing $69.95/mo. whereby you get two cell phones that (we were told) would be free if we "signed up now!" We were billed for the phones anyway and somehow either the charges were duplicated or they reached up into the Milky Way for non-existant services/products. That first bill was totally incorrect....grossly exorbitant.

Of course, we asked that QWEST review these charges, but as a result of being on the phone with a customer care representative for over two hours, we only received a small token credit adjustment. This bill was for only six weeks of cell phone usage. We had not made any roaming calls. They denied any offers for free phones, so ended up paying for them. The costs of the phones were to be split into three months and they appeared on the next bills, as expected. Yes, we call them at least once a month to ask that they review these charges. We are told that once adjustments are made they cannot make others due to the fact that they are unable to detail which charges were already credited. Each month, we are told they no longer have access to the bills after three months, so they are unable to help us. Yes, I still have the bill as proof (fax'd to Qwest, but still no response).

Qwest over-billed us by over $500 and we were threatened if we didnt pay! Our phones are disconnected with no warning whenever the payment is late. We have not as yet received the credit adjustments that are due us. And yet we still pay Qwest for our wireless service. Are we stupid or what?

QWEST and QWEST WIRELESS are SCAM artists, guilty of FRAUD! Do monkeys run this company? It is apparent that they care nothing for their customers and GREED is their middle name.

Thanks for reading. Your responses are welcome.

Phoenix, Arizona

This report was posted on Ripoff Report on 12/07/2002 02:41 AM and is a permanent record located here: http://www.ripoffreport.com/r/Qwest-Wireless-Communications/Denver-Colorado-80202/Qwest-Communications-Qwest-Wireless-Communications-Wireless-bill-788-INCORRECT-Qwest-thr-37464. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

We wouldn't have to get angry if they just did it right to start.

AUTHOR: Rebe - (U.S.A.)

I agree that being polite to customer service reps is generally good practice, but after several agonizing hours of dealing with the inept people in a multitude of departments and their supervisors at Qwest, it was almost impossible not to be outraged.

For instance, I lost my cool after being charged several hundred dollars more on my bill than was necessary/appropriate/agreed to/ legal etc., receiving the appropriate credit back and finally being told "look how much your account has been credited, what else do you expect" - my reaction of course was that my expectation was to be billed correctly and not to be told that these credits were above and beyond the company's duty.

I can only imagine the situations many of the other people and this fellow have been through and why they to have lost their cool, but one thing is certain...if the individuals at qwest even did 50% of their jobs correctly the first time around, normal people like myself wouldn't feel the need to berate them.
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#2 Consumer Suggestion

Heres why your bill is high..

AUTHOR: Jeff - (U.S.A.)

First Qwest bills you first and last (some also call it second month) on your first bill, this is due to the thousands of pricks who default out so in the end Qwest gets theirs. Equipment, Qwest -never- gives free phones for new customers, to anyone who hears otherwise you need to ask for a Supervisor in the sales dept and have them explain it.

As to 'token credit adjustment' picture yourself as the rep , you were probably being rude and angry to the rep right? My outlook was if you deserve the credit legitimately and you aren't being rude then you get a credit for the appropriate adjustment needed, that doesn't mean I give you 2 months of service free because -YOU- weren't bright enough to read your terms and conditions or take the time to try the service and then a month later demand we take it back etc

Common ways to get a credit that is deserved.
1. Be polite and treat the representative the same way you want to be treated, you have a right to be frustrated but within 1 second of you getting lippy you might lose out.

2. If you are told no and explained a sensible reason as to why , example: "I dropped my phone in the toilet and its not working, you guys sent me a new phone, I want credit for the days the phone wasnt working", this is not a sensible credit folks, it's not the companies fault -YOU- damaged your equipment, nor is the minutes available to you only available that day you can get use out of it during the other 28 days in my example.

3. If you request to speak to a supervisor use section 1 torwards the supervisor, if you are rude and profane torwards a rep (one time I had a rep crying to some a-hole who wanted a credit) then guess what you get no matter how much you complain , 0.00, $0, nothing. The reps on average spend 8-10 hours listening to negative things by default, you making them cry only angers me and i'm sure would anger you in the same situation. If you want respect which we give you initially to last throughout the call then you better at least give some back..

4. Asking for a supervisors supervisor, this is the stupidest thing i've heard people ask for, asking for my boss doesn't do jack, because my boss was a project manager, she only ran the project has little to no knowledge of the systems, the concerns, or anything.. so don't bother her.

5. FIFTEEN DAY TRIAL PERIOD - with Qwest Wireless Service you have fifteen days from activation (some products have longer) to try the service out, use it everywhere you go, try your handset out. If you have a problem and want to switch plans, disconnect, change phones etc in that first 15 days... DO IT!!!!

6. Lastly common sense, Betty sales is so strictly monitored that almost every sale is reviewed by a sales supervisor, so it's unlikely your story is legitimate, i've had people call in an hr after sales (who was in the same building) saying they wanted to confirm they were getting a free phone, i'd go over to the renewal rep and ask him to talk with the customer and they were trying to get something for nothing.
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