Besides he's only putting in his side of the story. I bet if you looked at any notes that Qwest has on this guy the whole story might come out and it could be all your friend's fault. I've dealed with ppl like this before. Qwest doesn't own the inside wiring so therefore they can charge you for a visit. The tech coming out to his place on May 11th or 12th.
All companies have a breakdown in communication somewhere.
This is just the way things go. You know if he was smart he'd just cancel his phone service with Qwest and just use a cell phone as his home phone. You can whine about big corporations all you want and post stuff on a website but that won't do you any good. Show them how mad you are by getting rid of service. If everyone did that then I'm willing to bet a lot of companies would change things around.