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Report: #387544

Complaint Review: Qwest Wireles - Denver Colorado

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  • Reported By: Glendale Arizona
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  • Qwest Wireles www.Qwest.com Denver, Colorado U.S.A.

Qwest Wireles I was told I could be released from my contract with Qwest and the termination fee reduced but their notes disappeared Denver Colorado

*UPDATE Employee: The way it works and BTW don't shoot your salvation down!!!

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I was notified by Qwest several months ago, perhaps in July or August of 2008, via inserts in my billing that Qwest wireless was merging with Verizon. I eventually called Qwest to inquire about this and told them that I did not want to be a Verizon customer. I was informed by the female customer service rep (CSR) I was speaking with that I could cancel now and pay a $200 termination fee or wait until Feb. 2009 at which time I could elect to be released from my contract (that would end in Sept 2009 )and not have to pay a fee.

I explained that $200 was too high of a fee. I had been a Qwest customer for 10 years and felt that because I had to replace a broken phone a year ago they required me to sign a new 2 year contract. During those ten years I had cancelled a land line and internet service because of all the billing errors on their part. I left the cell phone active with Qwest as the billing would then be simplified.

The CSR lady agreed to reduce the termination fee to $100 if I cancelled before Feb 2009 and told me that she was putting notes in my account to that effect so that if I called in to cancel anyone would see the mutual agreement. I agreed to that.

Shortly thereafter, in speaking with business acquintances and friends I found out that others had had their termination fee waived in its entirety. I felt I was being discriminated against to say nothing of being treated unfairly. I had already shopped for another cell phone provider/carrier and wanted to change.

I called Qwest and told them I was planning on cancelling my contract with them and I wanted to discuss the termination fee. The male CSR I spoke with told me there was no fee reduction offered to anyone at any time and 1) he didn't see any notes in my file about ever calling in to Qwest to reduce the termination fee to $100, nor that I ever called in. 2) he stated that the fee would not be reduced or waived and 3) he told me that he did not know when Verizon would take over nor when the Qwest tower would come down and my contract could continue with Qwest to the expiration date with no changes and asked wouldn't that be what you would want? I said No, I want to terminate and that fee should not be applied since I have been informed by Qwest of their intention to merge with Verizon and you gave me the option to opt out.

I also told this customer service rep. that Verizon was already on their website and that I could certainly provide names and numbers of people for whom Qwest had waived the fee. I, too, wanted the entire fee waived. I asked for the corporate address so I could send a complaint letter.

A week later, in response to my letter, I received a call from a Qwest employee whose name I did not catch. He said that he would honor the $100 termination agreement even though it wasn't in my account notes. I stated that I wanted the entire fee waived as they have done for others. He said that the fee was never waived for anyone and asked if I had names and numbers to which I replied I did. He stated he still could not change anything. I pointed out that he had already agreed to the $100 fee. I told him I felt I was being discriminated against and if I had to I would go public with this. Our conversation ended.

One of my friends gave me the name and number of the person she spoke with at Qwest who waived her early termination fee, her name is Sandy Pacheco. Sandy told my friend that she should not have been treated the way she was when she was having the same problem with Qwest that I had. I tried to reach her by phone and have left messages yet have not been able to speak with her to see if she could remedy this situation.

I do feel this is a case of discrimination and typical poor customer service treatment from Qwest.

Lucas
Glendale, Arizona
U.S.A.

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This report was posted on Ripoff Report on 11/03/2008 02:31 PM and is a permanent record located here: https://www.ripoffreport.com/reports/qwest-wireles/denver-colorado-80202/qwest-wireles-i-was-told-i-could-be-released-from-my-contract-with-qwest-and-the-terminati-387544. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 UPDATE Employee

The way it works and BTW don't shoot your salvation down!!!

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

POSTED: Tuesday, November 11, 2008

Qwest is not merging with Verizon. Qwest is closing down it's own wireless division that ran on Sprint's network due to an impass in negoiations with Sprint. Qwest has now negoiated to become an authorized agent of Verizon wireless like it is an authorized agent of DirecTV. As such all current Qwest customers have the option to migrate over to Verizon with no Early Termination Fees (commonly refered to as EFTs), no activation fees, and select Verizon handsets are free to migrating customers with new 2yr contracts. All other handsets are marked down 25%. Those customers not migrating can wait to 1. the existing Qwest network goes inactive in February at which time thier phones will stop working and they will lose thier wireless numbers at no cost or 2. they can port out thier number before the existing Qwest network closes down.
If you take choice 2 and you are undwer contract the EFT does apply. The contract is not bilateral in all aspects. Qwest and every other wireless provider reserves the right to terminate service for any reason they see fit. Waiver of the fee's is at the companiy's discrestion.
It is currently Qwest policy to charge the full $200.00 early termination fee if you are currently under contract and want to cancel out service regardless of length of service. Now under select circumstances a rep may request a waiver of fee's but this is supposed to be forwarded to a management level where most are rejected.
Now if some Qwest rep is waving those fee's in violation of company policy they face discplinary action up to termination of employment.

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