Tuesday, February 12, 2008

Comcast: Send Gina Coleman Her Money

If you click onto the "Live Webcam Boy!" post below, you'll find two harrowing chronologies from a woman named Gina Coleman, who has been abused, degraded and lied to in ways you will find all too familiar.

She is why comcastmustdie.com exists, and why we are not going away until Comcast makes dramatic changes in the way it does business. This post, and hundreds just like it, are why the company's claims of a few bad apples causing problems for a few unlucky customers are p.r. bullshit.

The organization is a disaster and a disgrace.

96 comments:

Anonymous said...

good luck :)

Anonymous said...

Gina could have had her $110 back by now if she hadn't done something stupid like demanding free cable out of Comcast on top of the money they owed her. I agree this lady went through a lot, but then she was the one who screwed her own deal.

Come on Bob, sometimes you need to be a little more critical and show people how to successfully negotiate with Comcast.

QuizMasterChris said...

Account # 0956523987003

Anonymous Comcast coward-asshole: Clearly sending Ms. Coleman is entitled to a hell of a lot more than $110 of her own money! It takes DAYS or WEEKS of one's productive life and a ton of expenses in phone calls & shipping to ATTEMPT to get your money back from these slimy bastards.

Clearly they hope that you give up and they get to keep your money. It's clear from reading all the posts here that Comcast's business plan is based in wholesale fraud on top of virtual or real government-assisted monopoly.

Why doesn't Anonymous Coward(s) "get a life" and quit working from a fraudulent, tanking shitpile of an evil corporation, or at leat stop posting here where people are trying to get help?

MY ISSUE IS STILL NOT RESOLVED.

Account # 0956523987003

A few days ago, after an hour so (another hour of my life down the drain), my modem went back up as mysteriously as it went down while speaking with Bruce Crooks, the apparent "customer care" person for my area that I was sent to after refusing to deal with David Bridge any longer. Apparently the serial refusal of MANY employees to refund my money over a period of a MONTH was "inexcusable," although I pointed out that it also appears to be their de facto, unwritten POLICY.

Crooks finally admitted that Comcast could've sent me a refund in early January for the overbilling. ONLY BECAUSE OF THIS SITE AND MY PERSISTENCE after being offered crap credits at least until August (by which tme I might not need the service!), Comcast expressed me a check for $200.98. So far so good.

However my account has been "zeroed out" and its unclear how much Comcast is going to decide I'll owe them for internet (chimps throw darts at a spinning wheel I suppose), seeing as they have all sorts of different rates, all verbal, and changable on their end.

Crooks also FINALLY admitted that Comcast owes me for wasting multiple work days of mine AND for running up my phone bill. This admission has required SEVERAL additional HOURS of my time on this site and on the phone to them.

Crooks said that we should talk about that after he "does some research on my account." Then I'm supposed to get a phone call. I have no idea what that could possibly mean (especially as Comcast REGULARLY fails to make useful notations on accounts, or loses the ability to see them at all), but it's now the second calendar day since then, and no phone call.

I'm calling him back right now. I will post what happens here.

Hang tough, Gina! We'll win this if we stick together.

_eug said...

[Originally posted in Has This Blog Helped You? on Sun 2/10]

Account Number 8495 75 261 0265689

Yesterday (Sat 2/9) at 1pm a Comcast contractor came to our apartment building to terminate service for a neighbor getting DirecTV. When he left I had no TV and no internet and no notice. I've spent the last 27 hours trying not to yell at Comcast CSRs while having visions of going to a Comcast Service office and pulling a Mona (http://www.washingtonpost.com/wp-dyn/content/article/2007/10/17/AR2007101702359.html).

All told it took 8 calls and over an hour on my cell phone trying to get someone out to fix one man's 5 minute mistake.

I get a CSR and she tells me that since the orders are already out for the day that the only thing I can do is schedule a service visit for 11-2 on Sunday. Upset but without any other recourse I say ok.

Sunday rolls around and I wait until 2:40. I start calling Comcast again.

Would you believe that they have a system in place that once a service call is placed an automated call is made to confirm the appointment. If your internet is out and have VOIP or Comcast Voice the call doesn't get answered and they CANCEL your appointment! I was informed that this it what happened to me.

A new service request was sent and I was told I would receive a call from Dispatch. An hour later no word. Back on the phone to Comcast. The service request was declined. Declined?

It took telling the CSR that unless I had cable and internet TODAY or I'd be canceling my service that I got a promise of hearing from dispatch within 15 minutes. He sent the serive request again. I waited another 15 minutes. No Call.

Again on the phone to Comcast to be informed that I am schedule for an "All Day" appointment whatever THAT means. At this point she says "4 to 7." Ok good I have an appointment. Now, I've waited 5 hours on a beautiful Sunday.

The tech shows up 30 minutes later and it takes 5-10 minutes for him to figure out which cable is mine and it's fixed. He never even need to enter the apartment.

WHY DID I HAVE TO FIGHT COMCAST 27 HOURS FOR A 5 MINUTE FIX?

This doesn't count the fact that when I asked my wife to set up service while I was away, I specifically told her to get Basic Analog service, they Upsold her Digital (and the service has horrible artifacting) and they told her that the cable modem we bought 5 months before wouldn't work and that she needed a 'New' modem. Then there's the issue that the username and password given during installation never worked. I'm using the username and password for another account to send mail. Or how about the fact that I couldn't get two addresses put on one bill?

I HATE COMCAST. I've never had anything but trouble. The only solution is TRUE competition.



[Originally posted in Has This Blog Helped You? on Wed 2/13]

Account Number 8495 75 261 0265689

Comcast must be on vacation this week. Here it is Wednesday and no one has tried to contact me. I posted to the Customer Cares site on Sunday where it states, "Do you have feedback for us? Send an e-mail to Rick. You can expect a response in 24 hours or less."

More lies.

Wildman said...

Anonymous, you are a totally shit-head. You come on here and tell everyone how they shouldn't bitch about how comcast has treated them.

Listen, I have been in these people's shoes on when Comcast tells you that they will be out there but doesn't. Last Oct. when I ordered Digital voice. IT took a week to get the initial set-up date but they never did call me and letting me know that they had to cancel the first date. I had to reschedule another date for them to install it, then they screwed that up and they came out a second time to fix the problem caused by the first guy. Another issue is that within a year, they raised rates twice a total of 15% and we are getting less channels than before. Comcast has to answer to no one as to when they raise rates. It's time that the chicken shit feds come in and regulate Comcast just like they do TVA.

_eug said...

Account Number 8495 75 261 0265689

[Continuation of earlier item]

So I happen to be at my wife's office when she gets a call on her cell phone (the listed phone for our account) she's on the phone and hands the cell phone to me to answer. It seems that Comcast Corporate DID try to reach her on Monday, but since I had my wife 'transfer' the account from Miami-Dade county (where it was under MY name) to Broward when we got our apartment (all while I'm in Philadelphia dealing with a moving company to move all our belongings), Comcast doesn't think I matter.

I WRITE THE CHECKS. I DEAL WITH THE ISSUES WHEN SOMETHING BREAKS. CALL ME, NOT HER.

What does it take to get the account name changed to mine? A bloody notarized letter or both people in the bloody damn Customer Service office! Ridiculous. My wife works 80-90 hours a week and now I have to drag her into Comcast to prove I have the right to have my name on the account?

I would have set up the account myself before I left for Philadelphia, but the previous tenant that lived in this unit never shut off their Comcast service and Comcast REFUSED to put service in our name without a copy of the lease which I didn't get until two days before my flight and 4 days before my wife had to move us 10 miles without my help. I was too busy packing, thank you.

Let's talk about those ads about "transfering" your service. LIES! Cross an invisible line and it's IMPOSSIBLE. Can I get two addresses on one bill so I only have one bill to pay? IMPOSSIBLE. But you're a NATIONWIDE COMPANY!

So I get a call from some guy down here that claims all this stuff is being done to fix things internally. Memos to the dispatch office, dealing with CSRs, yada-yada. It's all worthless because the only way I'll know if it's been dealt with is if I have another issue and by that time it's too late. I have no faith anything is going to change.

Thank you for the credit to my account, but I'll take concrete changes over a month of service any day. Comcastic = PITA in my dictionary.

Anonymous said...

I'm the "anonymous Comcast coward-asshole" and "shithead" refered to above.

I do not work for Comcast; as a matter of fact I posted my own Comcast nightmare problem here back in October about Comcast owing me a refund going back a year and a half, and after a few more bitching posts here, they fixed my problem and sent me a check. Bob recently asked people who had success here to email him, and I was one of those who did.

What worked for me was not to beat up Comcast to give me my money back, and then when they were about to write the frickin' check, to demand free cable from Comcast as a condition of accepting my own money back!

I don't care how much grief Comcast gave Gina-- for her to not have her money back now because of her own actions, is just plain stupid. Sometimes the emotions of this site get in the way of common sense. I played the Comcast Must Die Game, and I won. Gina will not.

_eug said...

Account Number 8495 75 261 0265689

[Continuation of earlier item]

I just had a very refreshing 30 minutes call with Frank Eliason of Comcast. He really listened to what I had to say and explained details about things that are going to get done to rectify things. It's nice to hear an Executive of the company say, "That's not right. That should never have happened."

I actually feel respected and that my experience and opinion matter to the company. I'm not going out and investing in Comcast stock just yet though.

QuizMasterChris said...

"for her to not have her money back now because of her own actions" - you're fucking kidding, please tell me you're kidding...

Spending $100 and DAYS or WEEKS on the phone to get $110 of your own money back after 18 months IS NOT FIXING THE PROBLEM.

The problem is FIXED when Comcast compensates for the actual damages they caused. In court someone who wins a claim is entitled to recoup their expenses - why aren't we?

As long as Comcast figures it costs us all more money to pursue overbilling than to accept it and pay, NOTHING WILL CHANGE.

Steve said...

First, best of luck to Gina.

Due to my intense frustration with comcast, I'm not sure I've posted my issue where employees are going to be look, so to cover all my bases, I'm going to paste it here and sit back a few days and see. I've been looking all evening for numbers of corporate people to call from here in Michigan (if anyone out there knows of some, please email me at fifield1@msu.edu, you'd make my day, month, and year.)


I moved to East Lansing from Kalamazoo for law school 2 summers ago, and signed up for a Comcast package for high speed internet and cable. The plan was for $71.72 per month, and the person who helped me set up my account told me numerous times during the phone call that the rate I was to pay would not change. I was NEVER told about 6 month or 12 month premiums. I specifically asked if the rate was set. I was told that as long as I didn't change my package, my rate wouldn't change. I needed high speed internet for law school and I enjoy watching a number of channels that are not available with the most basic cable packages in my free time. Combining my situation with the deal I was informed of ($71.72 per month for the life of the account if I stayed with the same package) I decided that this was not a deal to pass up. I told the person signing me up that the major selling point was the price and how reasonable it seemed.

Fast forward to the next summer (2007). I found a much better apartment across town, and had my service and account with Comcast transfered to my new home. My bill remained the same since the first month: $71.72 per month. That summer I had a number of issues with my internet not working for a few weeks while local Comcast technicians were working on the box outside my apartment. I called a number of times and was told that the service in our area was being "upgraded". Eventually I received a credit for the lack of internet and the bill returned to $71.72 after that.

Last month I received my bill in the mail I was surprised to find that my bill had jumped in price. The bill was for $93.25. When I got a free minute away from law school and my job as a clerk at a law firm, I called on a Friday morning and spoke to a person who told me I needed to speak with a supervisor. I was told that a supervisor would call me the next day. By the next Wednesday I still had not heard from anyone and my bill due date was coming fast.

I called again, and this time managed to get transfered to a supervisor. After being on hold for 50 minutes. That's just about an hour of my time spent waiting for someone to pick up the phone and address my concerns over my price rate going up.

When I finally got to speak with this supervisor I explained the entire situation, from the promise made, the lack of internet over the summer, and now my increased bill. This woman almost immediately gave me a lot of attitude. She told me that there was no record of me making any calls regarding the internet outage (basically calling me a liar, despite the fact that I was issued a credit for it) and that I should have known that the cost of service would go up after 12 months. When I pointed out that it had been 18 months, she admitted that someone had added a six month promotion to my account. She had no explanation for this to counter my assumption that it was the way whoever was handling my account was keeping me at my promised rate.

She asked what I wanted her to do about this, and I responded that I wanted my rate changed back to $71.72 per month. At this point she said that she couldn't possibly do that, and that in fact, my bill would be going up AGAIN the next month by $9.95 for internet.

When I started to protest this extra charge as well, she told me that all she could do was give me a $60 credit over a period of 6 months, after which I would have to pay the full amount.

I pointed out that it was hardly good customer service to raise my bill by $21.53 and then again by $9.95 but offer me the "courtesy" of $10 off that bill for 6 months.

I tried to explain that it amazed me that Comcast would offer brand new customers great deals but charge more to loyal customers. I expressed my opinion that by putting me on hold for an hour and taking an attitude that I was in the wrong right from the beginning made me feel like Comcast was trying to sweep dissenters under the rug, not address billing concerns by a dissatisfied customer.

After practically being shouted down by this supervisor, I informed her that I would just pay MY bill and say good day.

I sent in a payment of $71.72, not wanting to be late in my payment.

Just a few days ago I got another bill that includes the extra charge from the previous bill and another price increase, totaling $124.73. That's my promised rate of $71.72 plus $53.01 in added charges from January and February. PLUS, the rate is going up again next month. While the issue of whether it is right to do this to customers is also raised by this, I am more concerned with the fact that an employee signed me up by promising me that my rate would not change. That promise has been broken twice, and it seems will be broken again next month.

I put a check out in the mail today for $71.72. I tried calling Comcast today, but after 15 minutes on hold, I had to go to class and couldn't waste even more time of my busy day going around in circles with people on the phone.

I've already been on the phone with other companies including Directv trying to figure out if I might be able to get service with those companies. I found out that if I switch from Comcast, I'll have to go through 2 providers to get cable and internet. As much of a pain as that is, unless Comcast can address my concerns and give me the rate their representative promised me almost two years ago for the life of the account with this package I will have to look elsewhere for my service, write directly to the board of directors and the CEO, or consider legal action. I have read a number of articles on Lexis regarding legal disputes where cable/internet companies, including Comcast, were held accountable for lying to their customers.

Before this situation, I didn't really believe all the horror stories about Comcast, but now I'm living one. I am very upset that a company would not own up to promises made by its agents. I relied on what I was promised and now they are trying to ignore me, keep me on hold, and use other tactics to avoid my concerns. This is NOT good customer service.

My Comcast account number is 01721 170117-02-5.

Anonymous said...

As for the quizmasterchris baby...
good luck :)

Anonymous said...

Fyi people...
Issues can be resolved....
How you go about it matters
Somebody yelling at exacutives trying to resolve situations? :)
Back to the Csr wall....
FyI

It can be a wall....
:)

Anonymous said...

Gina ....Gina ....Gina....
U should have taken the money and ran.

The monopolies that exist are very powerful.... mark my words very well connected...
The BBB are not going to intervene . Its an election year. For the time you have spent on your 110 dollars.... you deserve fair compensation
But.....in some eyes you were offered fair sompensation of 5 months.
Legal action... try that route.I suspect you will be out alot more money... time and effort.
Ask yourself this...is it worh it?
To you yes...to others who hold the keys maybe not.
The solution you were offered was very generous. You want more. You might have asked for a BMW while you were at it.
From a citizens standpoint ....If i was a jury member during litigation for your issue... I would have you refunded 110 WITH 10 PERCENT INTEREST , THREE MONTHS OF FREE CABLE AND ORDERED TO COMPENSATE COMCAST FAIR DAMAGES FOR ITS TIME OF 110 dollars plus 22.95 for any hour spent on your issue after you were offered the compansation. Do the math. U owe.

Gina Coleman said...

Comcast today reported a 54% increase in fourth quarter profits. ...They also announce that its customers will see more price increases this year.

http://www.cbsnews.com/stories/2008/02/14/ap/business/main3829793.shtml

Wildman said...

This is stupid. They are going to charge more and take away channels. What a bunch of hypocrits. I can see if they are losing money that they would need to raise prices.

Hopefully, the EPB will be ready to entire the cable market in TN by the end of the year. Then We will see how Comcast reacts to competition. If history is any indicator then they will raise rates again and again.

JTRockville said...

QuizMasterChris said...
Clearly sending Ms. Coleman is entitled to a hell of a lot more than $110 of her own money! It takes DAYS or WEEKS of one's productive life and a ton of expenses in phone calls & shipping to ATTEMPT to get your money back from these slimy bastards.

QuizMasterChris, I totally agree. In Montgomery County MD, we have something called a "Cable Compliance Commission", who can award payments to customers (I think up to $1000). Check out our brochure - see page 2 for info on the CCC: http://www.montgomerycountymd.gov/content/cableoffice/pdf/cableconsumerrights.pdf

If your local franchise authority doesn't have similar consumer protections, ask them why not.

JTRockville said...

The link I previously provided to the brochure was truncated. Here's the full link: Montgomery County MD Cable Consumer Rights Brochure

Anonymous said...

Re: Gina

She didn't screw her self out of a refund, surely, but she certainly threw a wrench into the works by demanding things as a condition of return of her money. It was a stupid move. Comcast was willing to offer five month's service which had to be worth at LEAST $500 if she actually has all three, and that wasn't good enough? Greed and anger overcame logic on that one. I won't say she deserves it, but I will say that I find it shockingly bad form.

As far as the people whining about increases in pricing and loss of channels--have you nothing better to that cry about such stupid things? I have never yet heard anyone complain when channels are ADDED--nor have I heard anyone say "gee thanks!"--but boy do I hear about it when one or two are removed. As far as price increases, deal with it, it's no more out of place than the cost of living increases. Need I remind you that the FCC has imposed a mandatory conversion to all digital by February of 09 which means the repair/replacement/upgrade of MILLIONS upon MILLIONS of dollars worth of equipment? The extra dollar a month won't kill you and you will reap the benefits. And even if the FCC HADN'T done this? The equipment breaks down, it needs replaced, it needs updated to newly reached standards... Comcast has to find the money somehow, and they also have to remain profitable to stay in business.

Anonymous said...

We have killed Comcast. Well at least in our home that is. We no longer have comcast as of today. YEAH (we did the Snoopy dance after ATT left) And we got more services for better a better price and guess what. The picture quality his ten times better then Comcast. We just had ATT UVerse installed in our home and we were thrilled with the tech guy that came to install it. We were told he would come between 8am-noon and guess what he came @ 8:10am. He was very nice and even had some booties on his shoes so that he didn't make a mess in our home with his muddy shoes. He knew what he was doing and even explained to us how to use the different services we have. I don't remember Comcast doing that. So Comcast you lost a customer to your bad customrer service.

amy said...

For the past 12 months that I have used Comcast's cable and internet
service, I have repeatedly had numerous problems with the service and service representatives. I have spent over twenty hours on the phone repeatedly explaining the lack of internet and cable television service, dealing with incompetent trouble shooters, waiting for technicians to come to my residence who never show up.

When I have called, representatives created new account numbers, billed me for service that I have never utilized, required me to make payments for nonexistent service, and canceled my current service that I had requested. I have called Comcast every week for 4 months to check and see if the error has been rectified and to ensure that my account was credited for over $250.00. The duration of each of these weekly calls lasted 30-45 minutes as the representative did not understand the situation and I had to explain the problematic issues. After I was
repeatedly guaranteed that I would obtain credit, it NEVER occurred
and I received LATE CHARGES and THREATS to cancel my service.
Furthermore, I called Comcast and was guaranteed that my service would not be disconnected, BUT MY SERVICE was TURNED OFF!

When I called to schedule a service technician to come to my residence, I was guaranteed a time frame of 11-2 PM, and I utilized my vacation days from work to wait for the technician. However, a technician never arrived, and Comcast claimed that the request was open but canceled in the system. I have REPEATEDLY paid my bills and
additional bills for nonexistent accounts, denied credit for
unnecessary charges even when Comcast deposited my checks, my service was disconnected for cable television and internet access, and I was never credited for the days without service due to Comcast's
incompetence, exerted over 20 hours communicating and waiting for
Comcast, and utilized my vacation time to wait for technicians that
NEVER arrived at my residence.

FINALLY, I CANCELLED MY SERVICE AND THE EQUIPMENT WAS PICKED UP BY A
COMCAST REPRESENTATIVE. FURTHERMORE, I WAS TOLD THAT I WOULD RECEIVE A CHECK IN THE MAIL FOR THE REMAINING FEW WEEKS OF SERVICE THAT I had already PAID FOR IN ADVANCE, but were not utilized due to early termination of service. INSTEAD OF RECEIVING A CHECK, I RECEIVED ANOTHER BILL FOR
OVER $200. WHEN I CALLED COMCAST, THEY ACKNOWLEDGED THAT THEY HAVE MY
EQUIPMENT, I AM NOT USING THEIR SERVICES, AND INDICATED THAT I AM
BEING BILLED AS A RESULT OF THEIR OMISSION TO PHYSICALLY DISCONNECT MY SERVICE WITHIN THE SYSTEM. THEY STATED THAT I WILL CONTINUE TO
RECEIVE BILLS FOR THE NEXT 8 WEEKS. THE representative told me to
"IGNORE" any delinquent notifications and bills. When this previously occurred, they sent me a collections notice. COMCAST OWES ME MONEY, AND I DON'T THINK I WILL EVER RECEIVE IT!

I deserve to be COMPENSATED for all of the problematic issues I listed
above, and I DESERVE additional RESTITUTION for the aggravation and
the quantity of time that I have devoted to rectifying the issues that were caused by Comcast.

I have lost money, lost time at work while I was waiting for technicians who neglected to arrive at my residence, lost time sitting on the telephone for 30-45 minutes each week, gained aggravation, lost
service that I was charged for having, and never received credit on my account when I paid for service that I never requested. THIS HAS BEEN A SIGNIFICANT BURDEN!

My account number is 8220-18-890-3684082.

I GREATLY appreciate any advice on how to get my money back!

Amielya

Anonymous said...

For the past 12 months that I have used Comcast's cable and internet
service, I have repeatedly had numerous problems with the service and service representatives. I have spent over twenty hours on the phone repeatedly explaining the lack of internet and cable television service, dealing with incompetent trouble shooters, waiting for technicians to come to my residence who never show up.

When I have called, representatives created new account numbers, billed me for service that I have never utilized, required me to make payments for nonexistent service, and canceled my current service that I had requested. I have called Comcast every week for 4 months to check and see if the error has been rectified and to ensure that my account was credited for over $250.00. The duration of each of these weekly calls lasted 30-45 minutes as the representative did not understand the situation and I had to explain the problematic issues. After I was
repeatedly guaranteed that I would obtain credit, it NEVER occurred
and I received LATE CHARGES and THREATS to cancel my service.
Furthermore, I called Comcast and was guaranteed that my service would not be disconnected, BUT MY SERVICE was TURNED OFF!

When I called to schedule a service technician to come to my residence, I was guaranteed a time frame of 11-2 PM, and I utilized my vacation days from work to wait for the technician. However, a technician never arrived, and Comcast claimed that the request was open but canceled in the system. I have REPEATEDLY paid my bills and
additional bills for nonexistent accounts, denied credit for
unnecessary charges even when Comcast deposited my checks, my service was disconnected for cable television and internet access, and I was never credited for the days without service due to Comcast's
incompetence, exerted over 20 hours communicating and waiting for
Comcast, and utilized my vacation time to wait for technicians that
NEVER arrived at my residence.

FINALLY, I CANCELLED MY SERVICE AND THE EQUIPMENT WAS PICKED UP BY A
COMCAST REPRESENTATIVE. FURTHERMORE, I WAS TOLD THAT I WOULD RECEIVE A CHECK IN THE MAIL FOR THE REMAINING FEW WEEKS OF SERVICE THAT I had already PAID FOR IN ADVANCE, but were not utilized due to early termination of service. INSTEAD OF RECEIVING A CHECK, I RECEIVED ANOTHER BILL FOR
OVER $200. WHEN I CALLED COMCAST, THEY ACKNOWLEDGED THAT THEY HAVE MY
EQUIPMENT, I AM NOT USING THEIR SERVICES, AND INDICATED THAT I AM
BEING BILLED AS A RESULT OF THEIR OMISSION TO PHYSICALLY DISCONNECT MY SERVICE WITHIN THE SYSTEM. THEY STATED THAT I WILL CONTINUE TO
RECEIVE BILLS FOR THE NEXT 8 WEEKS. THE representative told me to
"IGNORE" any delinquent notifications and bills. When this previously occurred, they sent me a collections notice. COMCAST OWES ME MONEY, AND I DON'T THINK I WILL EVER RECEIVE IT!

I deserve to be COMPENSATED for all of the problematic issues I listed
above, and I DESERVE additional RESTITUTION for the aggravation and
the quantity of time that I have devoted to rectifying the issues that were caused by Comcast.

I have lost money, lost time at work while I was waiting for technicians who neglected to arrive at my residence, lost time sitting on the telephone for 30-45 minutes each week, gained aggravation, lost
service that I was charged for having, and never received credit on my account when I paid for service that I never requested. THIS HAS BEEN A SIGNIFICANT BURDEN!

My account number is 8220-18-890-3684082.

I GREATLY appreciate any advice on how to get my money back!

Amielya

amy said...

For the past 12 months that I have used Comcast's cable and internet
service, I have repeatedly had numerous problems with the service and service representatives. I have spent over twenty hours on the phone repeatedly explaining the lack of internet and cable television service, dealing with incompetent trouble shooters, waiting for technicians to come to my residence who never show up.

When I have called, representatives created new account numbers, billed me for service that I have never utilized, required me to make payments for nonexistent service, and canceled my current service that I had requested. I have called Comcast every week for 4 months to check and see if the error has been rectified and to ensure that my account was credited for over $250.00. The duration of each of these weekly calls lasted 30-45 minutes as the representative did not understand the situation and I had to explain the problematic issues. After I was
repeatedly guaranteed that I would obtain credit, it NEVER occurred
and I received LATE CHARGES and THREATS to cancel my service.
Furthermore, I called Comcast and was guaranteed that my service would not be disconnected, BUT MY SERVICE was TURNED OFF!

When I called to schedule a service technician to come to my residence, I was guaranteed a time frame of 11-2 PM, and I utilized my vacation days from work to wait for the technician. However, a technician never arrived, and Comcast claimed that the request was open but canceled in the system. I have REPEATEDLY paid my bills and
additional bills for nonexistent accounts, denied credit for
unnecessary charges even when Comcast deposited my checks, my service was disconnected for cable television and internet access, and I was never credited for the days without service due to Comcast's
incompetence, exerted over 20 hours communicating and waiting for
Comcast, and utilized my vacation time to wait for technicians that
NEVER arrived at my residence.

FINALLY, I CANCELLED MY SERVICE AND THE EQUIPMENT WAS PICKED UP BY A
COMCAST REPRESENTATIVE. FURTHERMORE, I WAS TOLD THAT I WOULD RECEIVE A CHECK IN THE MAIL FOR THE REMAINING FEW WEEKS OF SERVICE THAT I had already PAID FOR IN ADVANCE, but were not utilized due to early termination of service. INSTEAD OF RECEIVING A CHECK, I RECEIVED ANOTHER BILL FOR
OVER $200. WHEN I CALLED COMCAST, THEY ACKNOWLEDGED THAT THEY HAVE MY
EQUIPMENT, I AM NOT USING THEIR SERVICES, AND INDICATED THAT I AM
BEING BILLED AS A RESULT OF THEIR OMISSION TO PHYSICALLY DISCONNECT MY SERVICE WITHIN THE SYSTEM. THEY STATED THAT I WILL CONTINUE TO
RECEIVE BILLS FOR THE NEXT 8 WEEKS. THE representative told me to
"IGNORE" any delinquent notifications and bills. When this previously occurred, they sent me a collections notice. COMCAST OWES ME MONEY, AND I DON'T THINK I WILL EVER RECEIVE IT!

I deserve to be COMPENSATED for all of the problematic issues I listed
above, and I DESERVE additional RESTITUTION for the aggravation and
the quantity of time that I have devoted to rectifying the issues that were caused by Comcast.

I have lost money, lost time at work while I was waiting for technicians who neglected to arrive at my residence, lost time sitting on the telephone for 30-45 minutes each week, gained aggravation, lost
service that I was charged for having, and never received credit on my account when I paid for service that I never requested. THIS HAS BEEN A SIGNIFICANT BURDEN!

My account number is 8220-18-890-3684082.

I GREATLY appreciate any advice on how to get my money back!

Amielya

amy said...

For the past 12 months that I have used Comcast's cable and internet
service, I have repeatedly had numerous problems with the service and service representatives. I have spent over twenty hours on the phone repeatedly explaining the lack of internet and cable television service, dealing with incompetent trouble shooters, waiting for technicians to come to my residence who never show up.

When I have called, representatives created new account numbers, billed me for service that I have never utilized, required me to make payments for nonexistent service, and canceled my current service that I had requested. I have called Comcast every week for 4 months to check and see if the error has been rectified and to ensure that my account was credited for over $250.00. The duration of each of these weekly calls lasted 30-45 minutes as the representative did not understand the situation and I had to explain the problematic issues. After I was
repeatedly guaranteed that I would obtain credit, it NEVER occurred
and I received LATE CHARGES and THREATS to cancel my service.
Furthermore, I called Comcast and was guaranteed that my service would not be disconnected, BUT MY SERVICE was TURNED OFF!

When I called to schedule a service technician to come to my residence, I was guaranteed a time frame of 11-2 PM, and I utilized my vacation days from work to wait for the technician. However, a technician never arrived, and Comcast claimed that the request was open but canceled in the system. I have REPEATEDLY paid my bills and
additional bills for nonexistent accounts, denied credit for
unnecessary charges even when Comcast deposited my checks, my service was disconnected for cable television and internet access, and I was never credited for the days without service due to Comcast's
incompetence, exerted over 20 hours communicating and waiting for
Comcast, and utilized my vacation time to wait for technicians that
NEVER arrived at my residence.

FINALLY, I CANCELLED MY SERVICE AND THE EQUIPMENT WAS PICKED UP BY A
COMCAST REPRESENTATIVE. FURTHERMORE, I WAS TOLD THAT I WOULD RECEIVE A CHECK IN THE MAIL FOR THE REMAINING FEW WEEKS OF SERVICE THAT I had already PAID FOR IN ADVANCE, but were not utilized due to early termination of service. INSTEAD OF RECEIVING A CHECK, I RECEIVED ANOTHER BILL FOR
OVER $200. WHEN I CALLED COMCAST, THEY ACKNOWLEDGED THAT THEY HAVE MY
EQUIPMENT, I AM NOT USING THEIR SERVICES, AND INDICATED THAT I AM
BEING BILLED AS A RESULT OF THEIR OMISSION TO PHYSICALLY DISCONNECT MY SERVICE WITHIN THE SYSTEM. THEY STATED THAT I WILL CONTINUE TO
RECEIVE BILLS FOR THE NEXT 8 WEEKS. THE representative told me to
"IGNORE" any delinquent notifications and bills. When this previously occurred, they sent me a collections notice. COMCAST OWES ME MONEY, AND I DON'T THINK I WILL EVER RECEIVE IT!

I deserve to be COMPENSATED for all of the problematic issues I listed
above, and I DESERVE additional RESTITUTION for the aggravation and
the quantity of time that I have devoted to rectifying the issues that were caused by Comcast.

I have lost money, lost time at work while I was waiting for technicians who neglected to arrive at my residence, lost time sitting on the telephone for 30-45 minutes each week, gained aggravation, lost
service that I was charged for having, and never received credit on my account when I paid for service that I never requested. THIS HAS BEEN A SIGNIFICANT BURDEN!

My account number is 8220-18-890-3684082.

I GREATLY appreciate any advice on how to get my money back!

Amielya

Anonymous said...

comcast's officail awnser : if you don't like it get an anntena on your roof and watch tv that way

Anonymous said...

still looking for that address chris it is only a matter of time befor i find it then poofff no more internent for you he he he he he he

Anonymous said...

I am actually on hold with comcast right now, for over 35 minutes, in fact. This time, I foolishly attempted to order a pay-per-view. The system told me I had to call comcast to place the order. So I did, and was informed that I apparently owed them $55, even though my online statement claimed I was paid in full, but I wanted the ppv, so I said I would pay them. The tech took my credit card payment and told me that in about 15 minutes, the hold would be removed and my ppv would be restored. 20 minutes later, with a black screen still showing, I called back. After a while, I got a tech who told me that the previous tech was "still in the account" and she couldn't do anything at all until he got out. But she didn't know where he was to get him out of the account. She then told me I should call back in an hour or two.
So I did, and have been on hold for 35 minutes. Still no ppv, although the $55 has been taken from my bank account. Was, in fact, already taken when I called after 15 minutes.
They could at least pretend they care whether or not the problem gets fixed.

Anonymous said...

TEE HEE HEE
Quizmasterchrises own blog...

#0956523987003

Have fun people!!!!

Anonymous said...

Amy....
with that attitude...
You are stuck at the CSR wall....
Get Smart....
Even the execs wont hear it. Baby steps first...

QuizMasterChris said...

The anonymous asshole coward has not succeeded in taking down my blog nor in removing my internet service. Don't anybody let these asses scare you. Bob - how about simply deleting the threatening messages? These are idle threats and will only discourage people from posting on your site.

Comcast has sent me a check for the $200.98 I paid in January PLUS credited me with cable through August. I am dealing with VP of Customer Relations Bruce Crooks. I am awaiting a snail mail letter stating that this does not complete the compensation.

I am drawing up an invoice of my cell phone bill and lost work hours for Mr. Crooks & he said he'd see what he can do to rectify the matter.

Anyone who claims that settling for less is OK is misleading you. It it ALWAYS worth it to fight for what you've actually lost.

Thanks to Bob again, and to jtrockville for the info. I will be updating everyone on the progress of this matter as it develops.

Anonymous said...

dont be to sure... Pings, traceroutes ,icmp echo requests..
syn ack floods.....
catch the drift.....
Its just a blog...
Hehehehehehe

Gina Coleman said...

Quizmasterchris, congratulations on your progress.

QuizMasterChris said...

Account # 0956523987003

Oh, this is beautiful...

Did receive check for $200.98, which is merely a refund of what I paid in early January.

Have NOT received letter promised 2/14/08 noting that Comcast does not consider this settling the matter, and that I would be credited with fee-free internet through August, the deal I was offered and accepted in my dealings with several employees over the phone over the last two weeks.

DID receive BILL today for an outrageous $91.43 for one month of internet!

The bill "adds up" as follows:

Previous balance: $104.85 CREDIT
One month internet: $22.99
One Time Charges[?!?!?!?]: $175.62
Taxes, surchanges and fees: $2.33
TOTAL DUE: $91.43

What?!

One Time Charges:

Cable guarantee (for missing appt.): $20 CREDIT TO ME
Online Service Adjustment (me missing two more days' service when their contractor unhooked my cable): $5.36 CREDIT TO ME
Manual refund (of my money, overbilled in Jan.): $200.98

Comcast adds this up and determines...

I OWE THEM $175.62!!!

They then give me credits of $104.85 (again overbilling), and presumably related taxes etc. of $2.33, subtract this from the $175.62 above, and mystically determine I "ONLY" owe them the $91+.

This $91+ total includes 21 cents of sales tax (?!) that I'm being pre-billed through March 23 on for service I was told will be FREE. How can I pay 21 cents sales tax on $0.00?! Was Comcast planning on turning that over to local gov't? I'll bet not. Multiply that sort of thing by 20 millon customers and that's a nice racket, like the plot on "Office Space" or "Superman III."

Keep in mind that this bill was received after dealing with a VP of Customer Relations from the corporate office. Yes, Bob, the organization is a total disgrace. I'll bet most customers are being billed in almost random fashion, and little of the taxes collected from billing actually get paid to the government.

Anonymous said...

So much to say, but the only thing that gets across my point...comcast must die. i can not get over how much of a joke their services ALL are. I live in SF, CA and they are our ONLY option. Comcast, I hate you and wish nothing but a slow painful death.

Rich Panelli said...

I just read the Customer Service article in the latest issue of BusinessWeek. It referred to this Blog as a good example of people fed up with poor service.
Recently, I upgraded my analog cable from Comcast to Digital, with a DVR, highspeed internet access and telephone service. The main problem I've been having is with the phone service which gives weird noises when someone leaves a message on my answering machine and sometimes I get disconnected when using the phone for no reason. When I called Comcast I was told they would test my connection from their central office but part way in to this call I was, once again, cut off. Even though Comcast has my phone number the Customer Service Rep did not call me back. It takes so long to get through to Comcast that I have yet to try again. I'm considering changing back to my old phone service unless I can somehow get Comcast to fix it.
My Comcast account number is 8770210110010408
Let's see if Comcast returns my calls.
Regards
Richard Panelli

laurie said...

It is my belief based on my personal experience in BALTIMORE, MD, that of my next door neighbor, and at least one poster to this blog that Comcast deliberately continues to bill customers who have canceled their service for at least 8 weeks after it has been disconnected. I think this is done as a matter of protocol, a conscious business decision, rather than just a lag between billing and service departments. This way, they can collect from the confused, feeble or disorganized with no recourse.

I'd like to hear from those around the country who have been continuously billed long after they canceled, their town and state of residence, and if possible, their account numbers. If there are enough of us, perhaps we can band together class action style, or at least get the ear of 60 minutes, 20/20, NY Times. The only way things really change in this country, sadly, is to get the media involved and shame the company into doing the right thing. My account # WAS 09518 209457 01 4.

Anonymous said...

my 2 cents comcast story - since august my internet service would go out weekely. after going through tier 1 2 and 3 support, in october i called corporate. the exec customer support guy worked with me until thanksgiving, and the issue wasnt fixed. i went home over xmas, and came back to the same problem, only worse. so, after an EECB got their attention (and promptly ignored, again) i filed BBB complaints, governors consumer affairs complaints, public service utilities complaints, FTC complaints, and franchise authority complaints at the end of january. i now have a detailed list of everything the area manager has done to fix the known problems, from replacing and upgrading my node, to sweeping the plant and feeder lines in the area, to checking the head end's originating signal at the plant, and everything in between. low and behold, my internet hasnt gone out in 2 weeks (a record!!) and they've called me weekly so far to check in to make sure it doesn't go back out. it's amazing what a little bit of regulatory and govt pressure will do to get a detailed list of the steps taken to actively fix a known problem in the area.

Anonymous said...

There was a great article in the ANN ARBOR, MI news about a Federal Investagtion into Comcast and Verizon about internet neturality. It can be found at MLIVE.COM hopefully.

Arika said...

Hi, Bob and others,

I'm currently doing a documentary on Customer Service -- about the exact issues featured here on your site, and I'm wondering if you or anyone here is located in the Los Angeles area and would be willing to do an on-camera interview with me. I'm trying to give the consumers a voice and trying to figure out where the system has fallen apart and ultimately failed us... please contact me at my yahoo account, arikalisanne@yahoo.com. I apologize for using this board for this purpose -- but I didn't know how else to get in touch with you and I am so thrilled that this site exists. Thanks, Arika

Anonymous said...

This issue started with an online order (KMM29124543V9647L0KM)placed by Nicole J (66460).

I went online to Comcast.com to look up services and contact customer care about our upcoming move. There was a link that said "Moving?" which I clicked on and it said I could simply enter my old address and my new address and the transfer would be taken care of. I filled in my old address (in Colorado) and then my new address (in St. Paul). I began to chat with Nicole J (66460) online about the transfer. She processed everything and told me to bring my equipment with me. Then she sent me an email to confirm everything (see below).

We moved to St. Paul and had an appointment set up for Comcast installation on February 1st, 2008. When the Comcast technician arrived at our new address and tried to install the modem with the Comcast people over the phone they told him they could not do that and he would have to give me a new modem. He told me that he would take my old modem that I had brought from Denver and would return it for me.

When I received my last bill from Denver (the Disconnection Notice) it had a charge on there for $99.99 for unreturned equipment. So I called Customer Care (651-222-3333) and they informed me that they could not do transfers in between states and I was misinformed. She put in a ticket to research the modem that the technician took and said he would return for me. That ticket number is 31832406.

When doing the moving transfer online, I was never told it was not possible to do transfers between regions. I was told by Nicole J to bring my equipment with me to my new address.

All I am looking for is to have the $99.99 charge taken off my account from my Denver address (that account number is 8497303260837217) and to get back the credit that is due (about $35-40) for canceling our plan in the middle of the month. The Customer Care representative that I talked to in St. Paul told me that if/when the equipment is found it will be returned to me and then I will have to work with Denver Customer Care to get it returned to them and credited on my account. I see this as a Comcast mistake (because I was told by Nicole J to bring my equipment with me). So I feel that the modem should be returned from the technician here in St. Paul to the Comcast office in Denver. I should not have to spend my money to ship the modem back there and I certainly should not have to pay $99.99 for the unreturned equipment which I did have in posession here in St. Paul and I was assured by the technician here that he would return it for me.

For your reference the account number for the St. Paul address is 8772105903118319

My husband and I have both called Comcast customer service about 8 times in total. They always promise they will have someone give us a call back, but we always end up doing a follow up call a day after they said they would call. I’ve sent three emails to Comcast customer care and the only response I get is to either call the 1-800 number or go into one of my local branches.

The last exchange we had (my husband and I know take turns trying to get this resolved) was last Thursday when the St. Paul Customer Service people asked us to call the Denver customer service to get the serial number off of our old account. With annoyance, I did call Denver Comcast and did get the serial number (but why shouldn’t the St. Paul Comcast do this since it was one of their technicians that took the modem and assured me he would return it for me? Why am I chasing this down?). So I got the serial number and then my husband called St. Paul Comcast back and gave it to them. They promised a call back on Friday or Monday, but here it is Tuesday and no call yet.

Again, all I am looking for is the $99.99 charge removed and the credit for the partial month ($35-$40) given back to us.

Please help this is a nightmare!

bdog said...

I wish they would stop sneaking increases in my bill. Somehow I keep going up a dollar here and a dollar there. NO explanation. I guess they think I dont notice.

Anonymous said...

I got a 6 month special price on basic comcast programming. The salesman stated that he would be sure that my comcast was cut off after that. They didn't and now I owe them like almost $200. Have you seen basic cable? You get nothing. I don't want to pay that much for nothing. If you ask for six months why can't they give you SIX MONTHS?

Anonymous said...

Reading these comments kind of makes me glad I decided to do without cable when Comcast bought our local cable system. No amount of "entertainment" would be worth such aggravation. Clearly we need to do something radical in order to solve the last-mile problem.
Companies like Comcast behave poorly because they *can*. That's why monopolies should be regulated. Comcast wouldn't be such a problem if there were alternatives.

REC said...

Account # 8220133031267731
On 12/27/2007, I cancelled Comcast cable tv but told the csr I wanted to keep the internet service. Paid Jan internet bill in full.
On 1/18/2008 I canceled the internet service as DSL was cheaper. The csr told me I would receive a refund of $26.17 within 4-5 weeks.
In early Feb.2008, received a bill for $57.95 which I ignored as I had already canceled the service. About a week later, I received a bill for $9.03. On 2/8/2008, I called Comcast and spoke with Vanetta. She said I had not returned my cable modem and was being billed for it. I told her I had bought my own modem and never had a Comcast modem. After putting me on hold for a while, she came back and told me to disregard both bills, their records did show I had provided my own modem, and the bills are an "error on our part". She said I would be receiving a refund of $26.17.
The next day I went to the grocery store. My son was at home. Upon returning my son told me Comcast had come by and picked up the modem. He did not know that I had bought it at BestBuy.
I called Comcast but the csr could not help me. I asked to speak with a supervisor and was transferred to Regina Simmons. I asked her to have the man who picked up my modem return it now. I told her it was a Mororola modem, I had bought it at BestBuy and still had the receipt. (I also still have the original paperwork from Comcast where they installed my internet service and it shows I owned my modem.) She told me Comcast had not been to my home today and did not even have anyone in my area today. I told her the man left a Comcast receipt and had Comcast id. His employee # was 44. She said Comcast does not use two digit #'s and he was not from Comcast. Told her I would be calling the Gwinnett County Police as someone had stolen my modem. She said I should do that as Comcast had not been to my home.

Called the Gwinnett County Police. Told him the story. He suggested I call Comcast again and ask to speak with a different supervisor. If I did not get it resolved I should call back and file a police report.
I called Comcast back and told the story to the rep. He could not help me and said he had no way of contacting whoever picked up my modem. Told him I needed to speak with someone who could contact employee #14 and have him return the modem. He put me on hold and in a few minutes, the phone hung up. I called back and spoke with another rep. He told me a supervisor would call me on Monday. I emphasized to him that I needed to have the man contacted today to return my modem. He would only tell me that someone would call me on Monday.
Called Gwinnett County Police again and filed a police report.

On Monday, 2/11/2008,I received a call from Judy who identified herself as from Comcast. She wanted to let me know that someone would be coming by to pick up my modem. I told her what had happened on Sat. and asked if she could have my modem returned. She apologised for Comcast and said she could not help me as she is only a contract worker and does not actually work for Comcast.
On Tuesday, 2/12/2008, I received a call from Carol who said she was from Comcast. She said she wanted to ask me a few questions about why I had cancelled my internet service. I just answered her questions and did not go into the sad story as I assumed she was a contract worker also.
My caller id showed the calls on Mon. and Tues.were from "unknown caller". There have been no calls from Comcast.

On 2/20/2008, I called Comcast at the Atlanta # 404-266-2278 and spoke with Steve Brown. I told him the entire story. Was on the phone with him about 45 minutes of which most of that time was spent on hold. He told me their records showed I did not have a Comcast modem. He said he sent emails to the proper people to do a sweep of the warehouse to locate the modem. I told him it was a Motorola model SB5100 bought at BestBuy on 3/9/05 for $79.99 + tax.
He said he would be out of the office until Tues. but that someone else would call me back and that Comcast would be sending my refund of $26.17.

Comcast has not called. I have not received my modem or my check for $26.17.

I will be contacting the people in the corporate headquarters, BBB, the Gwinnett County franchising authority, and anyone else I can think of who might be able to get Comcast to do the right thing.

Anonymous said...

I am the one who posted about the modem charge (moved from Colorado to Minnesota) see post above from earlier this morning. I'm not sure if it was this post or my previous attempts through email and phone, but someone from the Comcast "escalation" group called me today and told me they had found my modem, were shipping it back to Denver, and were going to remove the $99 charge from my account and send me a check for the credit I am owed. I asked her to send me a letter in writing with all that she had told me.

Just wanted to say that my issue is supposedly resolved, but I won't be totally satisfied until I see the check and the written letter. Thanks for letting me vent Comcastmustdie.com!

Anonymous said...

Cannot give you my Comcast number, cause I finally gave up.....now I'm a directv subscriber

Anonymous said...

It took Comcast 4 months to bury the cable in my front yard. Then when I kept having problems with my internet, they finally sent a guy out who check the line and found a faulty filter at the street box. But then I noticed that I was charged an extra $30 because he checked the wire in the house which was found not to have any problems. And then they acted as if they were doing me a big favor by forgiving the $30 charge. Well, they bought a lifetime of bad mouthing from me.

Mark said...

Hey Bob, have you seen this latest stunt from Comcast?

http://www.portfolio.com/news-markets/top-5/2008/02/26/Comcast-FCC-Hearing-Strategy

Mark said...

Sorry, here's a link.

Anonymous said...

When my wife and I wanted to upgrade to the HBO package we endured 4 no-shows. Shortly after the HBO was installed I caught a Comcast installer sleeping while parked in front of my house with the motor running.

About a year later we weren't getting reception on any of the digital channels on our upstairs TV. We endured 4 more no-shows. At no time did Comcast call to say they weren't coming.

The fourth no show was for an appt. between 4 and 6 PM on a Friday night. At about 8PM that night I called Comcast and rescheduled the appt. for the following week.

About 40 minutes later a man appeared at our front door claiming to be a Comcast rep. He had no ID and when I asked him to leave he became very angry. After I shut the door he angrily rang our doorbell for about 15 seconds. About a minute later ALL of our cable service went out.

Comcast denied that our service had been sabotaged. They claimed it wasn't their fault because the call was made by a contractor.

It took Comcast a few more days to show up to fix the problem. The two reps who appeared denied that the service was sabotaged. One rep claimed there was a worn out part in our outside cable box.

When I asked him to give me the damaged part the other rep asked the first rep to go out to the truck. The second rep admitted that the connection had been sabotaged.

If I get reincarnated and if I'm looking for a job where I can lie to people with impunity I will try to get hired as a Comcast CSR or dispatcher.

laurie said...

Folks, why don't you try emailing/calling Comcast's CEO with your issues? I did this last night, threatened to go to the tv stations and newspapers and, presto, they fixed my problem today.

Of course, they showed up at my house earlier that day and, when they couldn't find the old Comcast line from the pole to the house which had already been removed, they simply cut my Direct TV line. Nice huh?

Anyway, his info is:

Brian Roberts, CEO
Comcast Corporate Office
1500 Market Street
Philadelphia, PA 19102
215-981-8497
brian_roberts@comcast.com

Sadly, going to the top and angry threats are the only way to get anything done with these people.

Good luck to all of you...

Jen0383 said...

Acct # 8798 20 142 0676366

Over the last five years of being a Comcast customer, I have had so many problems that I have lost count. But, my latest experience was so frustrating, I felt I needed to share it.

Last Sunday, we bought a new HD TV. We were very excited about our purchase and immediately called Comcast to upgrade our cable box to HD. They informed us about this great thing called Triple Play where we get all these new exciting things AND save about $20 a month. Even more excited!
We had to wait until Thursday for someone to come to our house and bring our new box, but we figured the wait would be worth it.

Thursday: I rearrange my schedule and take the day off work to wait for Comcast. They actually arrived in the assigned window which I was happy about. The plan was for a new HD DVR box, an additional new box for another room, and a phone line. The installers claim the work order did not mention a 2nd box. I call Comcast and they confirm that I was supposed to get a 2nd box. The installers state that they do not have a box on their truck and I will have to go to my nearest Comcast store to get it. Sigh.
So, I drive 30 minutes in the snow to my nearest Comcast store. I go up to window and tell the lady the situation. She takes my ID then informs me she can't give me a box because the account is not in my name, it is in my husbands name (we just transferred his service when we moved in together) and only he can pick up the box. WHAT! The address is the same...I have a bill with me...they were just at my house! No one asked for my ID when they walked into my home! I again explained my situation to the lady stating I wouldn't even be there if it wasn't for their company messing up. She stated that it was not her problem and she could not give me my cable box. I left. (And if it wasn't for the church sharing the wall with the Comcast office in the same strip mall, I would have made Mona look like Mother Teresa).
I went to my car and called Comcast thinking I could just add myself to the account as an authorized user by providing my husbands SS#, DOB, etc. After spending 35 minutes on the phone, including 3 disconnects and countless transfers, I was informed that the only way to add a user is to have the both the main account holder and the additional person in a Comcast office together. But, they would be more than glad to schedule another installer to come to my house on Saturday and install my new box. When I informed the woman that I was more than capable of plugging in my own cable box and did not want to spend four hours waiting for some kid getting paid $20 hr to do it, she offered to UPS it to me! None of her "solutions" provided me with a cable box that day.
My husband ended picking up the box later that evening and recieved a $13 credit for our troubles.
Friday-Our new HD DVR box does not work properly. It does not carry more than 2 hrs of upcoming programs and when the TV is shut off it the display flashes a d. Sometimes it won't even come back on unless we unplug it.
Monday- After getting fed up with our new cable box, I call Comcast. They "reset" the box over the phone and assure me eveything is okay.
Tuesday- Cable box still does not work. So, my husband goes through the frustrations of disconnecting our cable box and goes to the store wanting a new one. He returns home to hook up the new box but they gave us the wrong one! It is not a digital box and does not have any way for us to hook it up to our TV!
Wednesday- I have to return to the Comcast office and return the box and get the correct box. I receive 20 questions from the clerk, but in the end walk out with my new and correct cable box. Get home, hook it up, and half of my HD channels are missing...here we go again!

Anonymous said...

I endured everything I've seen in the comments to this blog at the hands of Comcast . . . multiple no shows, appointments mysteriously disappearing (because of course I'm crazy and I hallucinated the call and the date/time I put in my PDA for the appointment), excruciating hold times, service cut for no reason (or because Comcast fucked up), sitting around like a hostage for 4 hour install windows only for the installer to show up 2 hours late.

You know why Comcast (and other companies like it) does these things? Because it can. As I see it, Comcast's business would be great, if only it could get rid of those pesky customers. Wish we had a choice, but competition is bad for business, isn't it Comcast? Before I moved to Chicago, I paid half what I pay now for Comcast, and I had way better service from my previous provider.

Hardeek B. Patel said...

COMCAST BUSINESS SERVICES SHOULD NOT JUST DIE BUT MUST GO STRAIGHT TO HELL.

I have just file for the lawsuit in the state of NJ, looking for Commercial Accounts, to make a CLASS ACTION LAWSUIT for failure to cancel the service when requested.

1. They transferred somebody else's contract under my name without my permission

2. I am trying to cancel the service since DECEMBER, no luck and yet being charged 95 dollars a month for f***ed up internet.

3. Two supervisors were contacted, one in January and one in Febuary.

COMPLETE A**h***e of the company...
SHAME ON CEO for the F***ing culture.

vangadi said...

Why Does COMCAST install such crappy cable boxes?

Account # 06101 138762-06-9

I am curious as to who designs and decides to keep these low quality cable boxes in circulation.

The DVR records repeat programs even though you request to record only NEW programs, the closed caption function does not work properly, and the cable box has to turn on to record programs.

I have tried to contact comcast several times regarding this program but they claim that "this is a function of the cable box."

If a representative or anyone from comcast, please contact me about this matter.


Vivek

Anonymous said...

Acct #8798-40-202-0457930

I have used this space before to discuss Comcast but - you're not going to believe this!

I am on permanent disability and sometimes I am overdue. I was overdue with Comcast and the result was that at the end of every month (my disability check comes on the 3rd)I would have my service disconnected for non-payment. OK, I suppose I have to live with that.

BUT: last month I went in to the office erly on the day my service would be disconnected and paid my bill in full. My service was not disconnected at that time. In fact, it was not disconnected at all because I PAID MY BILL!

Recently I got my cable bill and there was a "Reactivation" fee of $4.99. I called and told them I had not been disconnected and the girl I talke to said "Well it was in our system for that day".

I said "But, I was never disconnected". She said "Well, they had planned to". And that friends, was the reason for the charge.

I'm not going to go into how stupid this is as we can all plainly see that.

I asked for a Supervisor and after a ong time the girl came back and said they would give me a credit this time "But she was noting my account that if this ever happened again I wouldn't get credit".

So, let's see - they charge me a fee to reconnect my service which was not disconnected and then they tell me if they ever do this again I won't get credit!.

Isn't it wonderful!

Geno

Anonymous said...

WOW...I never realized there were so many nice people here in Comcasthell with me! Here's the short version of my Comcast nightmare...have had wireless internet (along with cable and phone service) for over 2 years, the wireless has never worked properly even though they have tried, including digging up my front yard and killing my grass which they never repaired even though they promised to do so!! I finally relented and purchased my own router (after several Comcast techs told me the one they provided me was crap!)Now I have a dead one year old HD TV because a disgruntled Comcast tech was not happy he had to change out my box to downgrade me to regular HD from the DVR which never worked and that I was tired of paying for. His bad mood has now cost me a TV because in his frustration of fighting with the cords from my TV, DVD, Playstation, and the DVR he managed to unplug my TV and plug it back into the wall instead of the surge protector where it was plugged in. I live in Florida, land of horrible lightening and power surges, everything plugged into the surge proitector is fine, but my TV is DEAD! I filed a claim over two weeks ago and they have not even had the courtesy of calling me back. To add insult to injury I requested that they turn off my HD service because I only had one HD TV ( the dead one!)and they turned off all my video services so I had to go without cable for several days! I called two days ago and spoke with another Supervisor who was appalled that no one had gotten back in touch with me and promised to call me on Tuesday, it is now Wednesday night and even after leaving another message with her I still have not had the courtesy of a phone call in return. Their service is horrible, but they are the only game in town so unfortunately they do not care. Thanks for this site, I will probably still get no relief from Comcast, but it feels better to air my concerns in this forum. Disgruntled Comcast acct. #8495740150866412.

Katy G said...

ACCT #04418 878006-05-9

We switched to Comcast after Thanksgiving this year. Mistake. We had been Comcast customers previously because they were the ONLY company that was available at our old place. After 6 months in the new place we had forgotten the pain of dealing with them and foolishly switched our service to them.

We were told we'd be able to keep our old phone number. We were out of town over the week of Thanksgiving, so instead of paying for ANY service during that time we had our old service dc'ed early. Which apparently screwed up our being able to keep our old number. Whatever. A bit of a pain but not really a huge deal. Someone from Comcast called to explain that, left a message and left a phone number asking me to call him back. I called the number he left and got Comcast's generic automated phone system which promptly hung up on me. (in hindsight, this should have been my clue to run the other direction and cancel the installation.) Through some internet sleuthing I found a better number and actually, miraculously, spoke to the guy. He told me that the phone number would have to be different. He couldn't tell me what it would be. He also said that the installation fee that they quoted me was wrong and that, actually there would be no fee. Great!

So, the techies doing the installation actually DID show up during their window of time. They spent about 2 hours at my house because they didn't quite know what they were doing and they were fighting with each other. They did NOT complete the installation of our internet (my husband had to fiddle with it to get it working). They also did NOT tell me what our new phone number was. This is quite the inconvenience because in order to do ANYTHING over the phone with comcast (say, FIND OUT WHAT YOUR %$%& PHONE NUMBER IS), they require you to type in your phone number. Robot woman does not respond to frustrated screaming. The actual phone number was also not showing up on caller id right off, so I couldn't, say, call my cell phone with the land line to find out what the %^&%^&% my phone number was.

So after spending a VERY long time on hold with C.S. to find out what my phone number was (when it asked me to put my phone # in I punched 0repeatedly until the robot lady gave up), I was told that it was my old number. Uh, nope, try again! They dug a little deeper and actually figured out what it was.

The other irritating thing about this whole buisness is that we were with comcast for 3 MONTHS and they NEVER fixed our outgoing caller id. When we called someone the name that showed up on their caller ID was the name of the person who USED to have our number. Because people screen their calls this was a big hassle. We switched to another company and the outgoing caller ID was correct within two days.

When the service techs were here I asked about the installation fee and was told that there were no charges. Now maybe the tech drones don't collect $$. I don't know. All I know is that first the woman told me that I'd have to give the tech guys a big check at installation and then the other guy told me I wouldn't. Anyhow.
All was not particularly well for the first month (I think we had about 10 calls in to C.S. the first month alone regarding phone #, not receiving the services we had signed up for etc.) and then I got the first bill which, surprise! (or not) had a MASSIVE charge for installation on it. More (attempted) calls to C.S. which never yielded anything, mainly because I refuse to sit on hold ad nauseum waiting for a human. I didn't pay the installation fee. We finally switched to a different provider this month. I tried several times to contact C.S. to schedule our service to be dc'ed. Each time I gave up after 30 minutes on hold. We finally decided to just switch to the other company and dump our equipment at the Comcast office. Comcast switched us off a few days ago for not paying. We had already switched to someone else last week. I will dump the equipment at the office tomorrow (didn't want to even think about the headache of hashing out a partial month's charge with them) and tell them very politely where they can store my cable box and remote.

The really funny thing is, we switched to Comcast because the company we were with before had the nicest most polite and seemingly helpful customer service reps I have dealt with anywhere, yet our service was never correct. They were sweet as pie but incompetent. We figured that Comcast couldn't be worse. hee hee hee! I think rude, dishonest, unavailable AND incompetent trumps polite and incompetent hands down!

Chris said...

I went on my account site this evening, all I wanted to know was why I suddenly have multiple new Jesus channels and Shopping Networks but my CSPAN2 is gone. I subscribe to the basic package (when I called awhile back after my "promotional" period was over to downgrade my service they charged me $12.50).
I also have digital voice and internet. I should be getting a package deal right? Nope. Here's how I found out.
I went online to see how the channel line up had changed and if there was some way I could trade in 3 Jesus channels and 4 shopping networks for 1 CSPAN2. Seems fair to me. I logged on and clicked around on the site and got nothing but the latest on Jacko's Neverland and the stars that SHOCKINGLY have ordinary problems. I clicked "my Account" and logged on to a page with virtually no information except my empty voice mail count (I don't really use the phone except to send faxes for work, half of which never make it to their destination...but that's another Comcast failure story and I won't even get started on the e-mails that never arrive to my clients)and options that you can never change because the system is always down. nothing on this page says what I subscribe to and what I should be getting. I believe this company makes it's money on confusion. You don't know really what you should be paying or what you are getting. Ever. I clicked on "view my bill" thinking that might have more information, it prompted me to sign in again but (even though I have done it before) I got an error message saying my account did not exist.
I somehow navigated over to the services page and discovered that there is a great promotion going on right now for current customers "current customers log on for special deals" it says. These specials are about half of what I am paying now, for of course, 6 months and I guess I don't need to tell you that you can't log in. I read the fine print and that is when I discovered that I am being overcharged. When I lowered our cable service (and got charged $12.50 for the privilege of not having to pay for 75 Jesus Channels and 150 Shopping Networks) the sales associate assured me that I was still getting the package deal. Liars and nimcompoops! (I really have choicer words but will keep this family friendly). I have 2 questions. Is it legal for a company to not publish their pricing in a clear and consistent manner, and why is there no competition in my area? (North Seattle). I have had COmcast for 2 years now and I have lost a lot of business because of faxes that did not go through, e-mails that did not get delivered (and I never did get a bounce back)and e-mails not received.
Comcast give me a reason to stay. I am not going to waste my valuable time on the phone any longer trying to finagle the best deal. If you don't offer me one. I am gone. I just discovered myfax.com
my account # 8498320072551579

Jon-Erik Peterson said...
This comment has been removed by the author.
Jon-Erik Peterson said...

Yep same crap you guys are going through, check out my blog. On the horror story i had to go through.

Sorry bout the typing error's i read through but i dont care atm to fix it you can understand it tho :P

http://comcastservicesucks.blogspot.com/

Anonymous said...

Comcast denied a refund for a $22.25 Service Call Charge. (Account #09527 220765-02-5) Here's the story:

We picked up a new cable box from the Aston (PA) Payment Center on approximately 12/30/07. No specific installation instructions were given at time of pickup, nor were there any in the box packaging.

Once installed, the box appeared to function but showed only black screens. (Another Comcast box installed elsewhere in the house worked fine).

Several calls were made to Comcast Customer Service, yet each failed to correct the problem. Finally a Customer Representative suggested that a technician be sent to the house to correct the problem. We were not told there would be a charge for this service.

The technician arrived on January 3, 2008 and quickly diagnosed the problem. He said that the box had been reconditioned and required that a “jumper” be attached. One had been provided with the box but there were no instructions that indicated how it should be used, nor did anyone at time of box pickup nor on the subsequent calls to customer service ask about the jumper.

Clearly, the error is Comcast’s for not providing the box in either a “ready to use” condition or providing instruction that would allow the customer to configure it. Therefore we feel a refund of the service charge is appropriate.

Comcast operator Donna (G1K) submitted a request for refund on January 28, 2008.

On February 27, 2008 operator Abby (R4Y) and her supervisor Antonio (KJW) informed me that the credit was denied, without explanation.

Anonymous said...

Well, when Comcast started up their Triple-Play, I called and tried to get it. They said that I could not get that deal because I was an existing customer. I told that that AT&T also has a triple play deal and they have no problem signing me up even though I am an existing AT&T customer.... Silence... I asked them if the past 3 years of my being a Platinum Customer meant nothing to them and was told that was right. I asked to speak to a supervisor, so was put on hold for a while until I got to him. I explained the situation again, and was told the exact same thing, that there was nothing they can do about it. I told him, well I'm just going to cancel my service with Comcast, isn't there anything you want to do to keep my business and he said "not really," so it turns out they REALLY DON'T CARE if you live or die. They sent me a letter saying I had to return all my equipment or they were going to charge me something ridiculous. I was going to do just that, but then that Saturday they actually sent someone to my house to PICK UP all my equipment, so I didn't even have to drive down to their office. Man, if they are doing that, they must be losing customers hand over fist; and I can see why. They basically told me that they no longer wanted my business.

Meanwhile AT&T has been a GREAT provider. I never have to wait on hold for an hour, they are always polite and always fix my problem. My DSL was not hooked up right form the get go, so it was really slow and they sent someone out who redid all the wiring in my house, AND they credited my bill for 3 months of service just like that. They really seem to care about their customers, which is a HUGE change from Comcast. I'm so glad that Comcast has someone challenging their illegal monopoly here now.

Jen0383 said...

Update on my previous comment...
Thursday (one week from the start of my troubles)
My 3rd new cable box does not work...Sound no picture. Does not change channels or turn off. Comcast says just unplug it.
I state I should not have to unplug my cable box everyday when I want to watch TV.
The only solution is spending 4 hrs of my Saturday waiting for a technician...Oh, but there will be no charge for visit! (There better not be!)
Here we go again...

hdiandrew said...

Had my fun with them today. While our cable internet still works, the Comcast outgoing mail server, smtp.comcast.net, stopped working for us. This is true on three different computers, running Outlook, Outlook Express and Eudora. Called one of their customer no-service drones. His suggestion?

Call Microsoft.

This despite that fact that it processed outgoing mail fine up until 1 am this morning, and we have made no changes to any of these machines or programs since then.

Then, when I asked to be connected to a supervisor, he hung up on me. No work order number or anything like that yet. Getting ready to call back and wait on hold forever again.

THE LIBERAL NEWS NETWORK: THE NEW AMERICAN AURORA FOR THE 21ST CENTURY! said...

After over 20 years of blurry service by Comcast and all of the predecessors it bought out, after exchanging at least 20 HD-DVR boxes over a five year period, after the worst service imaginable, we finally switched to DirecTV.

If you had any concerns about DirecTV's picture quality, there is no need. The HD is crystal clear. The standard definition is much better.

We had some picture and sound problems at first. But when the tech came out to make his repairs and discovered we still had the Comcast coax connectors (he called them barrels), he swapped them out and we haven't had a lick of trouble again.

Stop beating yourself up with Comcrash. There are other solutions. Make use of them.

Oh, and after all of the rebates, they're cheaper solutions, too.

Death to Comcrash and its wicked accomplices. Make turtle soup out of the Slowski's.

(We still use Comcrash's Internet. It works fine.)

Anonymous said...

PROMPT RESPONSE AND BONUS CREDIT FROM COMCAST AFTER POSTING AT COMCASTMUSTDIE YESTERDAY

I agree with Bob that credit should be given where due. Within hours of posting to this blog I had a call from Comcast. When I was able to speak with them today they said they would credit my entire month's bill for my trouble. I think that is very fair so I will stick with them for now.

Personally I think Comcast is a good corporate citizen in the Philly area and supports causes I care about, so I'd rather see them get their customer service right and succeed.

Anonymous said...

Why on earth do you people still have Comcast if you've nothing but complaints?

Anonymous said...

Why on earth do you people still have Comcast if you've nothing but complaints?

Anonymous said...

"Anonymous said...
Why on earth do you people still have Comcast if you've nothing but complaints?"
February 29, 2008 7:19 AM

MAYBE IT'S THE ONLY OPTION THEY HAVE SINCE COMCAST IS A MONOPOLY PROVIDER IN MANY LOCATIONS! This is WHY cable MUST be REGULATED!

Anonymous said...

Copied from Yahoo message board:

ConCRAP calls it a "change of service" fee. Since when is sending YOU THEIR JUNK MAIL a SERVICE??? Like anybody would say, "Oh, I'd like you to send me junk mail." Call and let them know you want the junk mail to stop and that F@CKING RIDICULOUS $2 fee waived. ConCRAP SELLS YOUR TELEPHONE NUMBER TO TELEMARKETERS AND CHARGES $2 FOR THEIR JUNK MAIL?????

http://consumerist.com/362099/comcast-wi...

Comcast Will Charge You $2 To Stop Sending You Junk Mail

We don't mean to influence the "Worst Company In America" voting, but check this out: if you call Comcast and ask them to stop sending you anything other than your bill, they'll agree but quietly slap you with a $1.99 "change of service" fee. Like most made-up, totally indefensible fees from cable and cell phone companies, Ian found that a chat with a customer service agent can get the fee removed.

I noticed a $1.99 "change of service" charge on my most recent Comcast bill. During an online chat, a Comcast rep explained the source of the fee:

"It looks like on 2/5/08 you contacted us and requested to have all direct mailers stopped on your account. There is a one time "Change of service" fee associated with making that change on the account."

I had in fact called Comcast a few weeks earlier and asked them to stop sending me anything except a monthly bill. They were happy to do so, but had not told me that they would try and stick me for $2. They rep removed the fee from my bill.

Your readers might want to be on the lookout for bogus charges on their Comcast bill if they've ever spoken to Comcast on the phone. Perhaps this is how they pay for people to fill seats for them at FCC hearings.

-Ian

Of course Ian is referring to this little stunt. In Comcast's defense, however, we think with the FCC hearing they were just trying to solve the sleepy technician problem that's plagued them in the past.

We can't come up with a way to justify charging someone to stop sending them junk mail they never asked for, though.


Sentiment : Strong Sell

Anonymous said...

I live in America and I am insulted by Comcast when they ask me to dial 1 for English. English should be the default option period. Many other companies do provide that. So,why doesn't Comcast?

Luke Shipley said...

Account #04418 010345-17-4

QuizMasterChris said...

Account # 0956523987003

Latest update:

DID get bill zeroed out.

DID get letter from Mr. Crooks affirming that acceptance of $200.98 refund did not make us even.

Today I sent an itemized list of my expenses (lost work, cell phone bill) it would only only be fair for Comcast to reimburse me for, which total $712.

That's just the Jan-Feb '08 losses; we'd probably be over the $2000 mark (!!!) if we included all of the days off and phone charges I've racked up with them over 5 years.

So... where does one sign up for the FCC hearing nap job, and how much does it pay..? How does Comcast account for this? are these people taxed? Does Comcast file this..?

Luke Shipley said...

Account# 04418 010345-17-4

Previous post under my name was a computer hiccup, sorry.

I get my cable through a large apartment complex. I upgraded when I got a new TV and got Comcast HD digital cable. I also get their internet service. According to their CSRs my monthly bill was to be around $40.

I put down a $100 deposit on my cable box which a CSR at the office said would be credited as a payment. When my next bill came, I called and tried to pay it but the automated system said I owed $0. I talked to a CSR and she also said I owed nothing due to my credit from making the deposit. I got the cable in January and have had the internet since August. February's bill came and it was for $231.81. They had double charged me for my deposit, put three months of cable one the bill, doubled my internet , and said I didn't pay last month. I called and spoke to a CSR named Joshua ho was very helpful. He fizzed my internet charge and notified the accounting dept. about the double deposit charge. Today (2/29) I find out that the deposit I made didn't count as a credit and I am still liable for $131.81.

It seems I'm being penalized for their mistake. I called their executive office and spoke with someone who promised to help but so far hasn't. I just want them to use the $100 they assured me went in immediately as a payment. I'll happily pay the $31.81 remaining. I just want them to admit they made a mistake and fix it.

Anonymous said...

I need to put this somewhere...I just had to try to explain to my two-year old child ,with kidney failure, that he can't watch his cartoons while getting his treatment anymore because these greedy bastards have moved yet another supposed basic tier channel 'up' to digital. The cheesy set-top digi box interferes with critical electronics in the house, so it isn't an option.

I hate comcast.

Anonymous said...

sorry about your child and i hope everything works out but all programmers are moving to digital tiers because analog will no longer exists after feb 2009. which no cable company has control over. if the boxes interfere with the medical equipment try getting dvds. they are cheaper then the cable bill and the baby will be able to play it over and over again. those days of the antenna on the top of the house are over good luck

Anonymous said...

gina its sad that you had to call,fax ,fedex leave messages and etc. for 110 bucks . From what i read i'm not sure what the refund was for but as an employee of comcast ( not in you area)this matter should've been taken care of in may 07. as a consumer, would've cancel the service and no bother with them any longer. not sure how thry work in yor area , but where i'm from, you probably would've gooten the credit( if it was truly due) and some type of compensation. one time i will never understand from customer is why they dedicate so much time speaking and dealing with customer service. now with all due respect you cant get the money nor the time back you chose to spend fedexing to executive who don't even deal with those times of matters. even though i work there i hated it there. the company isnt employee nor customer focus. i do feel that they only care about the money that is going into their pockets. the customer service is so poor with the company because of the pay. comcast is the largest cable company in america and in some city the pay is only 7.50an hour. ( not enough to eat of the dollar menu at mcdonalds). i have had customer call in requesting on the spot to spoke with a supervisor or manager to only be told by the supervisor to handle the call myself. sometimes customers call in so pissed off that they want to speak to someone higher than the person answering the phone. ( which i understand because i do it all the time when a company isnt doing what needs to be done for customer satisfaction). nobody at that company seems to want to do their job. it always resolve it yourself or oh well. alot of pushback from supervisers. and lets no talk about the customers who have appts for tech and the tech never shows. like i said employees there are overworked and underpayed. theres alot i can say about the company overall but dont have the time nor the energy to type that long . if the company revised the structure and policies, comcast might not be that bad. for example . customer service employess should be able to see what and the amount of equipment each center has but no we cant do that so when a customer wants certain equipment, cant tell for sure if it is in stock which leads to the customer driving around the county looking for one type of box that we might be out of for the moment. i know it would piss me off. but back to you gina again you called from may 07 up to this month for 110 bucks and 8 months of credit. like i said i would've cancel, paid the final bill and after the service was off then argued the 110 bucks. most companies will go to desperate measures to keep you as a customer if you threaten to cancel. you probably would've gotten the 110, however many months of credit anf a lon and good promo for "all the inconvience

Anonymous said...

Look, if you aren't happy, drop the service. Here's a novel idea - pick up a book instead. You DO know how to read, right???

Gina Coleman said...

Update - Account #8220 18 890 3460970

2/12/08 - I finally received my $110 refund - NINE MONTHS PAST DUE. Interestingly, Carrie McCoy began ringing my phone off the hook around this time, trying to confirm that I received my check. (Funny, she hadn't called me at all for nine months - suddenly, I'm in her fav five.)

Anyway, I also got a call from Roger Douglas Powell (supervisor in escalation?). In short, he agreed to credit my cable bill $135.93 for the next six months.

I asked him to please send me his offer in writing, to which he replied: "I will put it in writing on Comcast letterhead with my signature. You should receive it next week – it would go out by Friday."

(Today is March 6 - I've never received anything from Doug.)

He then began commenting that his role was “made up of two parts: 1) to be a customer advocate and 2) to look at the business side of things. Then he began telling me that if he credited me with the six months, he didn’t want me to then 'jump ship'. I reminded him that “I don’t have a CHOICE, Doug. Comcast has me backed into a corner. I don’t have an option.”

“Don’t look at it like that,” he said.

(How exactly am I supposed to look at a MONOPOLY??...)

I asked Doug for his direct line; he gave me: 770-559-7392.

2/20/08 – No letter from Doug Powell, as of today.

2/24/08 – Left a voicemail for Roger Doug Powell reminding him to send me the letter confirming his offer to credit my Comcast account for the next six months in the amount of $135.93. Left both my work and cell numbers.

3/6/08 - No letter from Doug, but did get a random $300(ish) credit to my Comcast bill. Have no idea what that's about.

How is this company in business? --No, seriously. How??

Anonymous said...

Comcast is more interested in getting customers than they are at keeping them. I'm am a young woman who just got her first apartment. My parents helped me move and I've been satisfied with every service I had to turn on here, EXCEPT for Comcast.

I ordered the bundle. The Comcast Tech showed up, didn't say his name, gave me that comcast packet that's supposed to have your new number and email address in it (but didn't), hooked up my cable fine, phone fine, but internet, there was a problem.

He told me the reason it wouldn't hook up is because something was wrong with my computer. Problem with this was, I had just took it from my parents home all of two hours ago (who also had comcast) and it worked fine. I told him this and he got an attitude with me. He told me there was nothing else he could do. A CSR called and asked how I liked my service, while he was still there. I told her I'd like it better if I had internet and so she said he'd fix it. HE talked to her a minute, rolled his eyes, and went back into my office.

After about 5 minutes of tinkering he told me there was nothing he could do. He told me to sign the receipt and I told him I wouldn't. Not when I don't have the services Comcast says I've received. I called my dad as Tech called his superiors, pretty much insinuating that I was lying about my computer being connected to Comcast just recently. My Dad asked to speak to him, hoping to maybe clear things up.

The tech asked me with an attitude "why would I want to speak to him" and in the middle of me explaining, he just left.

At this point I was just ready to call and cancel but I knew I'd have to pay the connection fees anyway. Plus, my apartment doesn't have DSL connections and I don't know of any other Cable providers. I called and complained about my tech. Their CSR apologized and told me they'd send another tech over the same day. I never heard from them. I called the next day. They told me they didn't have a ticket for me at all. It was all very stressful.

Anyway, after a bit of tinkering, I found out it was just that the modem needed to be reset. If I could figure that out, he sure could of. Right now I'm researching other services so I can switch. This experience has been nuts.

Btw, he showed up to my house with the receipt for me to sign 3 days later, after asking if I had internet now. He was, still rude, and it was so weird no one called me to tell me he was coming. It was just on a fluke I happened to be home.

Anonymous said...

the $110 probably went to the account...and if it was a big thing, why bother to keep the service? Just like children- customers whine and complain until they get what they want, then shut up. and $135 for six months- what do you have limited basic...there is no pain and suffering compensation for bitchassness

Anonymous said...

I've read the posts on here and come on this is crazy. Let me explain this first of all for those who take time off of work to wait for comcast, we are NOT going to pay you for it I can't stress this enough. Instead of taking of day off of work schedule for someone to come on your day off.(we dont hold a gun to your head to take a day off of work you know you won't get paid if you do so) wow simple isnt it. Second for the fees and taxes that you have on your bill its called check your terms and agreement even on the freakin commerical it tells you prices are subject to change. And as one poster mentioned we don't care because we figure why take abuse from a company you dont like you can go to at&t or use verizon fios. and as for credit or refunds treat us w/ respect and we will do the same for you screaming at us because you can't get ppv or took 3 days off of work to wait for someone we only require anyone over the age of 18 to be there at the time of installation. what company and please tell me which one will pay you for lost wages if you yourself call out of work waiting for their services. has verizon done it for anyone?no and they never will people need to use common since. its only cable, people would rather pay comcast than electricity I have no respect for you who bitch and want things for free.

Anonymous said...

Comcast over billed me for 6 months in a row, $215 for ‘triple pay’, when I finally caught on, I talked to every person at there phone service and got nothing but the run around for weeks. I finally just drop there scam service and decided that I did not need any of it. Warning to all :COMCAST LOOKS TO SCAM YOU OUT OF AS MUCH MONEY AS THEY CAN EVEN AFTER YOU CATCH ON: avoid COMCAST Like a diseased plagued whore!!

Anonymous said...

I ordered Comcast for tv and internet. At the time the order was placed, I was told the technician would be here between 8:00am and 11:00am on June 21. At 11:38am June 21 still no technician, so I contacted Comcast to be told that I needed to give the technician more time that I was wrong the time frame was 9:00am to 12:00pm (not what I was told) and then abruptly hung up on.
This angered me, but I thought...okay, maybe a time frame screw up on their end.
I waited until after 1:00pm, still no technician, no call or anything, so I contacted them again to be told that the person was updating my account, they apolgize, and someone should be here soon.
5:00pm, still no technician, so I contacted them again and got a very nice lady named Judy who asked if I had a brown door. How many apartment building have brown doors. Every external door in my complex is brown....but after humoring her and answer that yes, I do have a brown door, she promptly stated that the technician had been here and nobody was home. I said "WRONG!", I have been here, what time was the person here? She said 1500 hours....ahh.....3:00pm....is that withing either time frame of 8-11 or 9-12 Judy? Also Judy, I was supposed to recieve a phone call 30 minutes prior to arrival, where is my phone call Judy? This person says I have a brown door and thats all it takes? Judy, being a very bright lady and seemingly customer service minded apologized said she was escalating the ticket and I should here from someone right away. If I don't to please call back.
7:00pm, still no technician....final call to Comcast has yet another customer service rep asking if I have a brown door. I could not refrain any longer and pretty much let 'em have it. First off, they don't show up between 8-11, and its my fault, cause really they were supposed to be there 9-11....then its again my fault cause I have a brown door tech says and they were here.....at 3:00pm. This really has me upset, cause not only are they inept and have wasted 12 hours of my time, but they are insinuating it is somehow my fault.
Then I drilled the rep with rapid fire questions to find out that...the most helpful lady Judy had in fact escalated the issue only to have the technician close out the ticket 5 minutes later because he had come to my apartment and nobody was home and I had a brown door.
These are all lies, I was here, if they did come at 3:00pm, where was my phone call at 2:30pm....and I certainly did not hear a knock at the "brown door".
This is very disgusting.

I am so aggravated and stressed about the issue I am honestly considering taking Comcast to small claims court over wasting 12 hours of my time. When I go out on a consulting job or a services engagement...its $175 an hour. My time is worth money and my personal free time on my day off in my opinion is worth even more that what my clients are charged, however I think small claims court at the normal hourly charge would be sufficient and by not asking for my I feel I would be acting very amiable and charitable to a group of inept buffoons that cost me not just part of my day off....but the whole freaking day.

ticket 824701

Anonymous said...

I ordered Comcast for tv and internet. At the time the order was placed, I was told the technician would be here between 8:00am and 11:00am on June 21. At 11:38am June 21 still no technician, so I contacted Comcast to be told that I needed to give the technician more time that I was wrong the time frame was 9:00am to 12:00pm (not what I was told) and then abruptly hung up on.
This angered me, but I thought...okay, maybe a time frame screw up on their end.
I waited until after 1:00pm, still no technician, no call or anything, so I contacted them again to be told that the person was updating my account, they apolgize, and someone should be here soon.
5:00pm, still no technician, so I contacted them again and got a very nice lady named Judy who asked if I had a brown door. How many apartment building have brown doors. Every external door in my complex is brown....but after humoring her and answer that yes, I do have a brown door, she promptly stated that the technician had been here and nobody was home. I said "WRONG!", I have been here, what time was the person here? She said 1500 hours....ahh.....3:00pm....is that withing either time frame of 8-11 or 9-12 Judy? Also Judy, I was supposed to recieve a phone call 30 minutes prior to arrival, where is my phone call Judy? This person says I have a brown door and thats all it takes? Judy, being a very bright lady and seemingly customer service minded apologized said she was escalating the ticket and I should here from someone right away. If I don't to please call back.
7:00pm, still no technician....final call to Comcast has yet another customer service rep asking if I have a brown door. I could not refrain any longer and pretty much let 'em have it. First off, they don't show up between 8-11, and its my fault, cause really they were supposed to be there 9-11....then its again my fault cause I have a brown door tech says and they were here.....at 3:00pm. This really has me upset, cause not only are they inept and have wasted 12 hours of my time, but they are insinuating it is somehow my fault.
Then I drilled the rep with rapid fire questions to find out that...the most helpful lady Judy had in fact escalated the issue only to have the technician close out the ticket 5 minutes later because he had come to my apartment and nobody was home and I had a brown door.
These are all lies, I was here, if they did come at 3:00pm, where was my phone call at 2:30pm....and I certainly did not hear a knock at the "brown door".
This is very disgusting.

I am so aggravated and stressed about the issue I am honestly considering taking Comcast to small claims court over wasting 12 hours of my time. When I go out on a consulting job or a services engagement...its $175 an hour. My time is worth money and my personal free time on my day off in my opinion is worth even more than what my clients are charged, however I think small claims court at the normal hourly charge would be sufficient and by not asking for my I feel I would be acting very amiable and charitable to a group of inept buffoons that cost me not just part of my day off....but the whole freaking day.

ticket 824701

Anonymous said...

Bruce grooks is the sr director of customer service his number is 3025042032 however he does not call back when he says he will look into something and get back with you.
i had a similar situation which with many hous of my time ended with bruce looking into it and getting back to me a month has passed and i have left messages for him to returm my call and nothing. par for the course

Anonymous said...

Comcast sucks dead goats in hell. The only thing worse than Comcast customer service is accidentally catching your scrotum on a fish-hook.

Anonymous said...

Comcast sucks,they should be cursed,and go to hell!!!yes,they will be

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Anonymous said...

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[QUOTE]
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Anonymous said...

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Anonymous said...

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Anonymous said...

Hi,
I am going through a problem,after cutting of their expensive services,because they are forcing me to return their leased equipment by spending my time and more of my money.THEY REFUSE TO PICK IT UP AND TELL ME THIS IS MY RESPONSIBILITY. This is because they have a sort of 'MONOPOLY'.
The only solution is to end their monopoly by constantly asking "ALL" congressmen that (1)FIERCE COMPETITION IS NEEDED AND (2) their rates should not be more than $30.00 for CABLE TV WITH CUSTOMERS CHOOSING 50 OR MORE CHANNELS ON THEIR OWN WITHOUT ANY RESTRICTIONS BY THEM. For Internet Service it should not be more than $10.00.
IF YOU SEND OUT AN E-MAIL AUTOMATICALLY EVERY WEAK AND A PHONE CALL EVERY WEEK AND ASK EVERY CANDIDATE WHAT THEY HAVE DONE IN THIS REGARD BEFORE ELECTIONS, SOMETHING COULD BE ACHIEVED VERY QUICKLY. KEEP IN MIND DO NOT LET THEM TALK INTO RAISING RATES BEYOND THOSE $30.00 AND $10.00 ALWAYS SAY BEYOND THOSE NUMBERS AS TOOOOOOOOO
MUCHCHCHCH.
LOOK, WHAT HAPPENED TO NON-CELLULAR IN-HOME PHONE RATES. NOW MOST COMPANIES ARE USING INTERNET SOFTWARE AND ONE IS OFFERING FOR LESS THAN $30.00 PER YEAR,NOT PER MONTH.

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Carolyn Raymer said...

I hear you....Comcast owes me money also...since November, 2013...I've called twice and they said they would send the money to me, but I have not received it as of February, 2014.