Qwest Communications International Inc. has reached a $1 million settlement agreement with the Colorado Attorney General’s Office over charges of deceptive marketing practices.
“The $1 million damage payment plus restitution to Colorado consumers is one of the largest consumer protection settlements obtained by the state of Colorado,” said Attorney General Ken Salazar in a release issued Aug. 13.
“This is a good settlement for consumers because it will ensure that Qwest customers in Colorado will not be misled about the cost and range of services available to them,” he added. “This settlement will also improve customer service and reduce customer frustration.”
The Denver-based carrier, also under investigation by the Securities and Exchange Commission and Justice Department, will pay restitution to customers with complaints on file or who file complaints within the next four months, if those customers can establish deceptive telephone practices. The settlement also calls for independent third-party monitoring of telephone sales and customer service calls.
“Qwest also has agreed to injunctive terms that require full disclosure of the lowest cost service options to consumers, more disclosure for wireless customers and to refrain from billing customers for services not authorized,” the Attorney General’s Office stated in the release. “The settlement requires Qwest to improve service for customers who call with inquiries about service or billing problems.”
The Attorney General’s Office says it launched an investigation last year into Qwest’s marketing and customer service practices based upon hundreds of consumer complaints. The settlement agreement with the local telephone company follows an investigation in which authorities claimed to have interviewed 24 of Qwest's employees and 100 former sales consultants, and reviewed more than 1,000 consumer complaints and 25,000 pages of internal company documents.
