• Report: #565664

Complaint Review: Qwestt

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  • Submitted: Sat, February 06, 2010
  • Updated: Sat, February 06, 2010

  • Reported By: Robert Caron — maricopa Arizona United States of America
Qwestt
Chandler, Arizona United States of America

Qwest will not honnor $74.98 bundle deal that we had from day one Chandler, Arizona

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 We pay our bill every month and have over paid now Quest tells Direct TV to shut off service for now payment. we signed up for a BUNDLE deal $74.98 plus taxes and were told $83.44 per month we never had that same bill till the last 3 months and they shut us off and now say we owe $320.00 before they turn our service back on.. The kicker is we got the service in July and have called ever since both Direct TV and Quest and no one could fix the problem and so we sent it to the Attorney generals office in December and on January 6th they sent a letter to Quest but in return Quest on January 25 Quest did answer with a letter to Direct TV in a form of non-payment to disconect service. below is some of our payments and some chat logs with Quest can some one help please


 































































This was sent from an automated e-mail server. Please do not reply to this message. Instead, use the contact options included below.
Thank you for your payment to Qwest
Thank you for making an online payment to Qwest for account ***-***-****-032. $33.00 will be withdrawn from your checking account ending in 642 within three days.
The confirmation number for this payment is **54.
If you did not authorize this payment, contact Qwest at 1 800-244-1111.
Sign up for AutoPay to pay your Qwest bill automatically every month! Payments are secure and convenient. Choose deductions from your bank account or charges to your credit or debit card.
Note: If your e-mail address changes, update your profile to ensure that you continue to receive important communications from Qwest.

 

 
Dear Michelle,

Thank you for your recent e-mail inquiry to Qwest. I apologize for the
delay in responding to your e-mail.

Further information is needed to handle your request. Please call 1
800-491-0118 or use the click the chat button on the following page:
http://www.qwest.com/corporate/customerService/contactus/         

We are available during the following hours:
Mon - Fri: 8:00 AM - 7:00 PM Central Standard Time

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.

Sincerely,

Patti
Qwest Customer Care
Consumer Markets

Help us go green by signing up for paperless billing!  Start by creating
a Qwest MyAccount.  Follow the link below to get started.

http://www.qwest.com/gogreen/index1.html

If you have any trouble establishing your MyAccount, help is available
online at:  https://myaccount.qwest.com/MasterWebPortal/appmanager/home/Qwest;jsessionid=gMywKv2CKgQGcWXJRWc2nkR7v817ThMnnpGns392Q4TvVJ9tXMmh!-1779803457?_nfpb=true&_pageLabel=SignInProblemsPage
You can retrieve your user name, reset your password, or have a
temporary password emailed to you.


***************************************************************
Please retain Case #9609140 for future reference to this e-mail.
***************************************************************

Get special offers on Qwest high-speed Internet at http://www.qwest.com/residential/internet/special_offers.html

Qwest is a registered trademark of Qwest Communications International,
Inc. Other trademarks are the property of their respective companies.








Original Message Follows:
------------------------
----------------------------------------
First Name: M
Last Name: C
Am I a Qwest Customer? Yes

Last 4 of SSN:   
Phone Number:     Customer Code:    627

Address:   
E-Mail Address:
Description: Below is a im session with a qwest sales rep that was sent
to Michella Miller afterwards. As you can see, Qwest offered a 74.98
deal with items listed on the session below. Since we have received
service, not once have we received the package deal of 74.98?? Is your
company going to honor this amount???
We are tired of the bill not being consistant or even the amount as
promised.


  Thank you for using Qwest.com. A Qwest Sales and Service Consultant
will be with you in just a moment. Your account information is
confidential and protected by law. Advise our agent if you prefer that
we don't use it to market bundled services. This has no effect on the
service or offers we provide for you.
Thank you for contacting Qwest. My name is Carole S. (20483). How may I
help you today?
MICHELLE: $74.98/mo. for 12 months Internet, Phone, Long Distance and
DIRECTV service through Qwest (New customers only.)
MICHELLE: THIS IS THE SERVICE I SIGNED UP FOR
Carole S. (20483): OK, how can I help you today?
MICHELLE: THUS FAR I HAVE A PHONE BILL OF 77.50 AND TV SERVICE OF 71.87
Carole S. (20483): I will be happy to assist you.
Carole S. (20483): Or please log into your MyAccount.
MICHELLE: IT WILL NOT ALLOW ME TO SIGN IN
Carole S. (20483): Just to verify that I am speaking with the
responsible party on this account, please provide me with your Qwest
Security Answer or 12 character Security Code.
MICHELLE: xx
MICHELLE: HANG ON, I HAVE 2
Carole S. (20483): Thank you.
MICHELLE: xx

Carole S. (20483): Yes, that is correct for **********. I do not see
that you have created a profile for this number yet. If you do that, you
can view your bill.
MICHELLE: OK, I HAVE MY BILL IN FRONT OF ME
MICHELLE: $74.98/mo. for 12 months Internet, Phone, Long Distance and
DIRECTV service through Qwest (New customers only.)
MICHELLE: THIS IS THE BUNDLE I SIGNED UP FOR
MICHELLE: BUT........ THERE ARE TWO BILLS HERE, ONE FOR 77.50 AND ONE
FOR 71.87
Carole S. (20483): Both for **********?
MICHELLE: NO, ONE IS FOR xx
MICHELLE: ONE IS FOR PHONE THE OTHER FOR TV SERVICE
MICHELLE: BUT THEY WERE ALL SUPPOSED TO BE ON THE SAME BILL IN A BUNDLE,
PHONE, TV, INTERNET
MICHELLE: $74.98/mo. for 12 months Internet, Phone, Long Distance and
DIRECTV service through Qwest (New customers only.)
MICHELLE: AND, I WAS SUPPOSED TO RECIEVE A REBATE OF 100.00 FOR
SWITCHING FROM COX TO DIRECT TV
Carole S. (20483): Let me look at the orders. One moment.
MICHELLE: NOT TO MENTION THE DVR UPGRADE FOR FREE
MICHELLE: SURE
Carole S. (20483): I do not see DirecTV on this account. I see Qwest
Choice TV which is cable service.
MICHELLE: WELL I HAVE A DIRECT TV SATALITE ON THE FRONT OF MY HOUSE,
WHICH WAS SUPPOSED TO BE INSTALLED IN THE BACK PER HOA REQUIREMENTS THAT
THE REP REFUSED TO MOUNT ON THE BACK
Carole S. (20483): The additional things I see on the Qwest bill, is
prorated charges, line installation and tax.
MICHELLE: THERE WAS TO BE NO INSTALLATION FEE FOR ANY SERVICES
MICHELLE: THE PHONE WAS CONNECTED VIA A SWITCH AND I WAS TOLD THAT THEY
WOULD NOT CHARGE DUE TO THAT FACT
Carole S. (20483): Can you give me details about the no installation
fee? In AZ it costs $27.50 to add a phone line.
MICHELLE: I DID NOT ADD A PHONE LINE, THERE WAS PHONE SERVICE IN THE
AREA, AND YOUR REP SAID SHE JUST HAD TO SWITCH IT TO OUR NAME AND THEN
IT WOULD WORK FINE, WHICH IT DID
MICHELLE: SHE ALSO SAID THERE WOULD BE NO FEE DUE TO THAT FACT
MICHELLE: GRANT WHOM I JUST SPOKE TO HAS ALREADY SPOKEN TO A SUPERVISOR
AND SAID THEY WOULD TAKE THAT FEE OFF
MICHELLE: SO THAT IS NOT THE ISSUE
MICHELLE: THE ISSUE IS
MICHELLE: $74.98/mo. for 12 months Internet, Phone, Long Distance and
DIRECTV service through Qwest (New customers only.)
MICHELLE: WHICH IS NOT WHAT I AM BEING CHARGED THUS FAR
MICHELLE: IN FACT I AM CURRENTLY BEING CHARGED DOUBLE THAT AMOUNT AND
HAVE YET TO RECIEVE THE INTERNET BILL OF IT YET
Carole S. (20483): It looks like you were transferred to our Choice
Online, Choice TV department. Did you speak with them?
MICHELLE: WE WERE DISCONNECTED, THEN CALLED BACK BOTH TV AND PHONE
SYSTEMS ARE DOWN AT THIS POINT AND WE ARE TO CALL BACK FOR THE PHONE
TOMORROW AND THE TV LATER TODAY
MICHELLE: WE SPOKE WITH MONICA AT THE DIRECT TV SERVICE LINE
MICHELLE: WE SPOKE WITH CLINT AND GRANT AT THE PHONE SERVICE LINE
Carole S. (20483): I will be right with you.
MICHELLE: OK
Carole S. (20483): Is the DirecTV working?
MICHELLE: YES..........
MICHELLE: HOW IS THAT RELIVANT?
MICHELLE: THIS IS THE ISSUE
MICHELLE: $74.98/mo. for 12 months Internet, Phone, Long Distance and
DIRECTV service through Qwest (New customers only.)
Carole S. (20483): There is a note in the account from today that the
DirecTV equipment was not delivered.
MICHELLE: YES AS MENTIONED ABOVE, THE DVR WAS NEVER BROUGHT OUT TO THE
HOUSE
MICHELLE: THE PACKAGE WE HAD AS A BUNDLE WAS WITH FREE DVR UPGRADE
MICHELLE: FREE INSTALL FOR 4 TVS
MICHELLE: WHICH WE HAD 3 INSTALLED BECAUSE THE INSTALLER DID NOT WISH TO
DO ANY EXTRA WORK TO INSTALL THE 4TH AND SO WE WORKED WITH HIM
MICHELLE: THIS IS FROM YOUR WEB SITE, THIS IS WHAT I ORDERED
MICHELLE: $74.98/mo. for 12 months Internet, Phone, Long Distance and
DIRECTV service through Qwest (New customers only.)

 




























































This was sent from an automated e-mail server. Please do not reply to this message. Instead, use the contact options included below.
Thank you for your payment to Qwest
Thank you for making an online payment to Qwest for account ***-***-****-032. $134.10 will be withdrawn from your checking account ending in 642 within three days.
The confirmation number for this payment is xx462.
If you did not authorize this payment, contact Qwest at 1 800-244-1111.
Sign up for AutoPay to pay your Qwest bill automatically every month! Payments are secure and convenient. Choose deductions from your bank account or charges to your credit or debit card.
Note: If your e-mail address changes, update your profile to ensure that you continue to receive important communications from Qwest.

 

 




























































This was sent from an automated e-mail server. Please do not reply to this message. Instead, use the contact options included below.
Thank you for your payment to Qwest
Thank you for making an online payment to Qwest for account ***-***-****-032. $83.44 will be withdrawn from your checking account ending in 642 within three days.
The confirmation number for this payment is xx6576.
If you did not authorize this payment, contact Qwest at 1 800-244-1111.
Sign up for AutoPay to pay your Qwest bill automatically every month! Payments are secure and convenient. Choose deductions from your bank account or charges to your credit or debit card.
Note: If your e-mail address changes, update your profile to ensure that you continue to receive important communications from Qwest.

 

From: customerservice@qwest.com
To: Sent: 12/13/2009 7:17:14 P.M. US Mountain Standard Time
Subj: Thank you for your payment to Qwest

 























































This was sent from an automated e-mail server. Please do not reply to this message. Instead, use the contact options included below.
Thank you for your payment to Qwest
Thank you for making an online payment to Qwest for account ***-***-****-032. $83.44 will be withdrawn from your checking account ending in 642 within three days. This authorization includes a $83.44 payment that will be credited to your Qwest telephone account, and a $0.00 convenience fee.
The confirmation number for this payment is xx885.
If you did not authorize this transaction, contact Qwest at 1 800-244-1111.
Sign up for AutoPay to pay your Qwest bill automatically every month! Payments are secure and convenient. Choose deductions from your bank account or charges to your credit or debit card for no additional charge.



















General Info
Chat start time  Dec 16, 2009 5:25:39 PM EST
Chat end time  Dec 16, 2009 6:57:04 PM EST
Duration (actual chatting time)  01:31:24
Operator  Harmony B. (20676)








Chat Transcript
info: Thank you for using Qwest.com. A Qwest Sales and Service Consultant will be with you in just a moment. Your account information is confidential and protected by law. Advise our agent if you prefer that we don't use it to market bundled services. This has no effect on the service or offers we provide for you.
info: Thank you for contacting Qwest.  My name is Harmony B. (20676). How may I help you today?
MICHELLE: Our records indicate that your bill is correct. Please contact our billing office at 1-800-491-0118 to review your account and determine why you are not receiving the price you were quoted. Sincerely, Mark Qwest Customer Care Consumer Markets
MICHELLE: THE PRICE I WAS QUOTED WAS 74.98 A MONTH FOR 12 MONTH WHICH INCLUDED INTERNET, PHONE, LONG DISTANCE AND DIRECTV SERVICE THROUGH QUEST IN A BUNDLE DEAL
MICHELLE: NEVER has my bill reflected such from its inception in June of this year
MICHELLE: can YOU tell me why?
Harmony B. (20676): Hi Michelle, I am happy to assist you.
Harmony B. (20676): Have you called the Billing number you mentioned above?
MICHELLE: hahahahaha
MICHELLE: yes every month
Harmony B. (20676): Okay, and it was not resolved through Billing directly?
MICHELLE: every rep that I speak to tells me an amount to pay, which incidentally is not what I am quoted, and I pay it in full despite that because they ALWAYS claim they will fix the bill to reflect the origonal contract as of the NEXT billing statement. But... I cant get them to put that in writing, only say it over the phone thus far
Harmony B. (20676): Let me access the account and I will take a look at the notes. Can you please verify the billing address?
MICHELLE: Every month, your rep gives me a number and as I said, I pay it in full with the understanding that they will honor the contract...
MICHELLE: xx
MICHELLE: maricopa
Harmony B. (20676): Thank you, can you verify the state please?
MICHELLE: az
Harmony B. (20676): Thank you. Let me look into this for you.
MICHELLE: as of our last talk with a rep, our total amount due every month should be 83.44 which is the $74.98/mo. for 12 months Internet, Phone, Long Distance and DIRECTV service through Qwest (New customers only.) plus aplicable tax
MICHELLE: we have continually overpaid that amount and are really tired of Qwest picking an arbitrary number to bill us each month
Harmony B. (20676): I understand, I am on the line with Billing now.
MICHELLE: thank you
Harmony B. (20676): You are welcome.
MICHELLE: a bundle deal should be the same every month correct?
Harmony B. (20676): Yes.
MICHELLE: if you are looking at my account, you will notice it has NEVER been the same
MICHELLE: NOT ONCE has the bill reflected the origonal price of $74.98/mo. for 12 months Internet, Phone, Long Distance and DIRECTV service through Qwest (New customers only.) plus aplicable tax
Harmony B. (20676): Thank you for waiting. I'll be with you in just a moment.
Harmony B. (20676): I understand the problem, I am holding for billing now to get this resolved for you.
MICHELLE: thank you
MICHELLE: please make clear to billing that I expect the reimbersment of overpayment to be reflected in my next month bill as well
MICHELLE: because when they honor the contract they will find that it has actually been overpaid
MICHELLE: can you pull up this origonal plan from June for this bundle deal? the line above was taken directly from your web site at the time I signed up
Harmony B. (20676): I will be right with you.
Harmony B. (20676): I'm sorry for the delay. I'll be right with you.
MICHELLE: that's ok, I will wait as long as I know this will finally get resolved
Harmony B. (20676): I understand, I finally got trough to a billing rep and we are going over the bill now.
MICHELLE: can you pull up this origonal plan from June for this bundle deal? the line above was taken directly from your web site at the time I signed up
Harmony B. (20676): I'm sorry for the delay. I'll be right with you.
MICHELLE: I'm sure there is going to be a delay, as I stated above, the bill has been different every month so it may take some time for billing to figure out
Harmony B. (20676): I just got off the line with billing. Thank you for holding. When you signed up for this bundle did you add all of the products on the same order? Or were they added piece by piece?
MICHELLE: it was a bundle, we signed up for the exact bundle deal as stated above
MICHELLE: $74.98/mo. for 12 months Internet, Phone, Long Distance and DIRECTV service through Qwest (New customers only.) plus aplicable tax
MICHELLE: we were not given the option of what to add or subtract because it was a bundle
MICHELLE: that is exactly what we wanted
Harmony B. (20676): I will be right with you.
Harmony B. (20676): Thank you for waiting. I'll be with you in just a moment.
Harmony B. (20676): I am still working with billing.
MICHELLE: I understand
Harmony B. (20676): Thank you.
MICHELLE: can you pull up this origonal plan from June for this bundle deal? the line above was taken directly from your web site at the time I signed up
MICHELLE: $74.98/mo. for 12 months Internet, Phone, Long Distance and DIRECTV service through Qwest (New customers only.) plus aplicable tax
Harmony B. (20676): I have tried every route possible to get this resolved for you. Billing tells me that everything is correct since you added the services at different times. I know that is untrue by looking at the bills since June. The problem is, I cannot pull up expired bundle promos.
MICHELLE: well, don't you think as I do that they should honor their origonal offer, I have NOT added or taken ANYTHING out on my end
MICHELLE: i was also told that directv was 12 months but now they tell me I'm on the hook for 24 months, I live in a rented home and may not be here more than a year which is why I signed up for the bundle that I did
MICHELLE: we were told by qwest that they would fix that on their end, is that on the notes?
Harmony B. (20676): I do think they should honor the original offer. I see in the notes records of when you have called/chatted in but I do not see where any billing adjustment has been made, I am still reading through them though.
MICHELLE: that is all I have EVER asked them to do is honor the origonal bundle deal...
Harmony B. (20676): I'm sorry for the delay. I'll be right with you.
MICHELLE: thanks again
Harmony B. (20676): You are welcome.
Harmony B. (20676): Do you know if the bundle is still online?
MICHELLE: I have tried to find it, they have replaced it with other offers
Harmony B. (20676): That's what I thought too. I am trying to find if there were any stipulations with the bundle but that is near impossible without being able to see it.
MICHELLE: but as I said in my very first conversation with your rep carol online, that line was pulled directly from the site and she was quoting from the same site
MICHELLE: I looked it over with her in June, there was only the directv rebate which I was unable to do at the time because Qwest gave them the incorrect phone number, I have all of that documented also
MICHELLE: she actually told me then that I did NOT have directv according to your records
Harmony B. (20676): I see, honestly I have done everything possible to try and get an explanation on why the bill is wrong but I cannot seem to get any "set in stone" answers.
MICHELLE: I let her know I thought it was odd given their dish was on my house.
MICHELLE: that has been my problem as well, nothing in writing.
Harmony B. (20676): I show there is no DTV on the account in June, but it is on the July bill. Were you an existing DTV customer when you signed up for the bundle?
MICHELLE: no
MICHELLE: I had cox having come from phoenix and the dtv was part of the bundle since cox did not offer service here
Harmony B. (20676): Okay, that wouldn't be the problem then. I am just going line by line to isolate the problem.
MICHELLE: our phone and internet was cox in phoenix also
MICHELLE: a bundle deal that was ALWAYS the same
Harmony B. (20676): Thank you for waiting. I'll be with you in just a moment.
Harmony B. (20676): I will be right with you.
MICHELLE: ok
Harmony B. (20676): Thank you for waiting. I'll be with you in just a moment.
Harmony B. (20676): I am sorry Michelle I have tried everything within my power to get this fixed for you. I do not see anything on the account or bill that would "void" the bundle price you signed up for. I legitimately think you are being billed incorrectly. I cannot issue an credits or I would be happy to do so. As much as I don't want to tell you this- Billing is going to be the only department who can at least issue you some credits. I am very very sorry you have had this experience.
MICHELLE: Harmony, thanks for your help, at this time, I would like to take this session as well as all other info and send it to the attorney generals office as I have tried to work with billing, as you can see, and have had no results
MICHELLE: You have been very helpful and I wish you and yours a very happy holiday
MICHELLE: does billing have an online live chat?
Harmony B. (20676): Thank you, and if you complete the survey at the end of the chat you can request a transcript of our chat if you want to keep it for your records. Billing does not have a chat. When I get back in tomorrow at 8:30 I am going to re-access the information and see if I find anything different. If so, can I call you at ***-***-****?
MICHELLE: how do I do that exactly?
MICHELLE: yes we can be reached at this number as well
MICHELLE: I appritiate all of your help and your willingness to look further as well
Harmony B. (20676): Once you exit the page you will have the option to fill out a survey, once the survey is filled out you can get a transcript. I have heard that is not 100% effective. If I were you I would copy and paste the chat into a Microsoft Word document just in case.
MICHELLE: already done, thanks again
Harmony B. (20676): You are welcome, If I run across a solution tomorrow I will make sure to give you a call and tell you what I find.
MICHELLE: perfect, have a great day
Harmony B. (20676): You too Michelle.
Harmony B. (20676): Thank you for using Qwest.com today. Our goal is to provide you with excellent service and we appreciate your feedback, please take a moment to complete the post chat survey. If you need further assistance, please click here for additional customer service options on Qwest.com. We invite you to learn how to surf safer and smarter online. Click here to visit the Incredible Internet site and get online safety certified.
info: Thank you for using Qwest.com.  Your chat session has ended.

 

From: customerservice@qwest.com
To:
Sent: 1/9/2010 5:08:25 P.M. US Mountain Standard Time
Subj: Thank you for your payment to Qwest

 

















This was sent from an automated e-mail server. Please do not reply to this message. Instead, use the contact options included below.

 

























Thank you for your payment to Qwest
Thank you for making an online payment to Qwest for account ***-***-****-032. $83.44 will be withdrawn from your checking account ending in 751 within three days. This authorization includes a $83.44 payment that will be credited to your Qwest telephone account, and a $0.00 convenience fee.
The confirmation number for this payment is xx024.
If you did not authorize this transaction, contact Qwest at 1 800-244-1111.

This report was posted on Ripoff Report on 02/06/2010 08:08 PM and is a permanent record located here: http://www.ripoffreport.com/r/Qwestt/Chandler-Arizona-85226/Qwest-will-not-honnor-7498-bundle-deal-that-we-had-from-day-one-Chandler-Arizona-565664. 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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