I had a disagreement with Qwest about the amount of refund I was entitled to that stemmed from a home telephone line that was never activated. I finally spoke with a supervisor who told me that pursuant to FCC rules, Qwest was prohibited from refunding more than a certain percentage of the overcharge. That seemed unlikely to me, so I called the FCC to inquire about this. I was told that there was no such rule/regulation, so I filed an informal complaint with the FCC.

After an exchange of complaint from myself and an answer from Qwest and a reply and response, the FCC decided to close the case because Qwest had answered all of the allegations in my complaint. Not only had they not successfully addressed most of my complaint, they did not even bring up their false reference to the non-existent FCC rule. When I spoke with an FCC representative on the telephone, she said that they do not have jurisdiction over what the customer service representatives of Qwest or other regulated companies tell their customers and that it is quite common for customers to be told that the FCC approves of what the company is doing.

The FCC is comfortable with this common practice. First of all, no company should be able to quote a non-existent rule/regulation and get away with it. The FCC should have the enforcement power to fine any company that does this. Secondly, in my specific case, it was not a customer service rep who referenced the FCC rule, it was a supervisor, who, by the way, did not have to think one second in order to do so. This is obviously a business practice of Qwest and is more than likely quite common. They likely keep refunds in the thousands if not millions of dollars this way. This would seem to be something the FCC should not sanction.

A few months ago I signed up for long distance with Qwest so that my wife could call her family in Texas. To do this, I was told, we have to close the existing account so local, Long Dist., and DSL can be bundled together. Thats fine and they even got me a faster DSL speed that I was originally told was unavailable in my area. At some point I must have given my work phone number as a "contact" number. Well the moron somehow attached that number, the fax, and the long distance for those numbers to my account. I didnt even know untill I got shut off 3 months later for having an outstanding balance of over $300. When I called them and had it fixed they wanted to charge me a $25 re connect fee...yea right. I told them hell no this was your mistake not mine! Now they are trying to bill me for $172 for my past due long distance charges. $172 is almost 3 months worth of my entire package. So they are saying that I did not pay my bill for 3 months which is not the case. If they weren't the only DSL providers in my area, I would go with another even if it cost more. Im sick of paying extra for some kid working in an office to screw up my account because he was playing World of Warcraft when he should have been paying attention in school!!

Qwest has been my local and l.d. carrier since 1988. I own 2 businesses. Back in May 2009, I called them to inquire about is there any thing I can add to my phone lines to get these jerks who bother us endlessly with "we want to list you on google search" or "we have copier supplies"...you know, the scam rooms...so I called Qwest and lo-and behold, why, yes, they do have things that can handle this...it's called "Security Screen" and "Call Rejection". Good. They send me an order confirmation #C39308728 which outlines terms of service. I also write down the name of the techs when I call, date and time.

I was paying bills and notice that I am being charged different rates for the same service for my 2 companies. I get a nice lady on the phone and she does some investigating...lots of questions, she is very nice and very helpful.

However...we start getting into the depth of the situation. She sends me an email outlining the cost savings yesterday. Today, she emails me that ooops...no can do.

I don't understand what is going on...I have records of calling several times and dates after May. Well, I want nothing more today than when I originally placed my order back in May of 2009...only "today" I am being told that if I decide to let one of my business lines go...that Qwest is going to charge me $300 to disconnect the line!!! Say What? I don't have any service contract. I have paper work and no where in this paperwork does it say (3 year commitment) but the lady on the phone says that "someone" bundled me...even tho my services were bundled they

were still charging me a la carte. So, then I say...what the heck do you mean? I am paying a bundle service, for services I don't use or want; yet the services I have repeatedly requested are being line billed AND some how without anyone telling me or anyone sending anything, this has now screwed me into not being able to disconnect a line if I want to without paying a penalty? No way, sister! The lady says to me "there is a verbal agreement"...No, no verbal agreement EXISTS IF NO ONE tells you that you are going to tie up your services (LINES) for years on end with a penalty. Just because Qwest writes something on my bill beginning in October of 2009, I tell her...does not magically 'make it so'...I don't understand how this can be so dang messed up. Seriously, I do not want the person trying to help me to get in trouble, this is not her fault...but it is one more person who put something in writing...then reniged on it...now we have to esclate up to her supervisor because I am now demanding money back...I mean if they should have been doing this all along...why would I want to pay more a la carte? And as for the "no you can't disconnect a line with qwest without paying a $300 penalty". As a 22 year customer, with 2 businesses these people have made a boat load of money...this is unfair and deceptive practices and is totally against their own Code of Ethics which is posted up online. Yes, I am one upset and angry customer!

I have been with Qwest for about 20 years and I had good service until about a year ago. My bill keeps getting higher and higher and they seem to always be able to explain it away, but I believe that I am being scammed. I am doing everything I can to get away from this company and save myself a small fortune in the process! Qwest SUCKS!!!

I made the mistake of answering an add from Qwest for 12 months of their 7Mb Internet for the price of 1.5Mb and then the next 12 months would be regular price of 7Mb. I received many answers from different Qwest employees all saying the same thing, that the offer didn't exist. I received the mailing in September of 2009. I have been cooresponding back and forth with a rep from Qwest TalkToUs since December. He has adjusted my bill several times but I am being told he can't do it any more. He stated that Qwest probably did this in error. I am going to get cable and never go back to Qwest again. I also have Qwest VoIP which I will cancel also. I have a long email coorespondence as proof that I am going to submit to the FCC.