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July, 2009:

Comcast customer service is horrible

This is the third time I have had issues with someone telling me a rate was one thing and then getting bills that completely contradic the amount I agreed to.

Here is my latest “chat” with customer service people at Comcast.

Live Chat
Connected Status: Analyst Patrick is here and your issue status is: working
Problem: Ask Comcast Escalation

user Matthew Meyer has entered room
Matthew Meyer(Sun Jul 26 2009 13:50:41 GMT-0700 (Pacific Daylight Time))>
Ask Comcast Escalation
analyst Patrick has entered room
Patrick(Sun Jul 26 2009 13:51:08 GMT-0700 (Pacific Daylight Time))>
Hello Matthew Meyer, Thank you for contacting Comcast Live Chat Support. My name is Patrick. Please give me one moment to review your information.
Patrick(Sun Jul 26 2009 13:51:16 GMT-0700 (Pacific Daylight Time))>
Hi there! For me to assist you with your concern today, Can you please provide me the following:
1. Comcast account number
2. Service address with zip code
3. Phone number
Please take your time in providing the above information.
Matthew Meyer(Sun Jul 26 2009 10:51:48 GMT-0700 (Pacific Daylight Time))>
phone is xxxxxxxxxx
zip is xxxxx
Account Number: xxxxx

Patrick(Sun Jul 26 2009 13:52:22 GMT-0700 (Pacific Daylight Time))>
Thank you for providing me the information. Please hold one moment while i verify your information.
Patrick(Sun Jul 26 2009 13:52:46 GMT-0700 (Pacific Daylight Time))>
Can you please tell me more of your issue ?

Matthew Meyer(Sun Jul 26 2009 10:53:02 GMT-0700 (Pacific Daylight Time))>
I have contacted you b/c I just got my new bill and it is about $20 more than I was told it would be when I agreed to the new service. This is the second time I have been lied to by Comcast employees.
bill should be ~$85 not 107.61

Patrick(Sun Jul 26 2009 13:53:47 GMT-0700 (Pacific Daylight Time))>
I am deeply sorry about your experience with a previous representative. I can understand how inconvenient it is for you to contact us for this. I will be very glad to straighten things out with you.

Matthew Meyer(Sun Jul 26 2009 10:53:48 GMT-0700 (Pacific Daylight Time))>
That was what I was told when I agreed to the new service.

Patrick(Sun Jul 26 2009 13:54:00 GMT-0700 (Pacific Daylight Time))>
Let me check

Matthew Meyer(Sun Jul 26 2009 10:55:00 GMT-0700 (Pacific Daylight Time))>
I called a month or so ago b/c my bill went up. That was for a “trial” rate. I asked specifically if it was an intro rate when I signed up in Dec and was told “no”. So that was the first lie.

Matthew Meyer(Sun Jul 26 2009 10:55:10 GMT-0700 (Pacific Daylight Time))>
Then I got lied to the last time I called.
Is it policy to lie to people to get them to sign up for stuff?

Patrick(Sun Jul 26 2009 13:56:05 GMT-0700 (Pacific Daylight Time))>
I dont think thats good Matthew. I myself would be upset if thats the case. allow me to work on this
Please hold

Patrick(Sun Jul 26 2009 13:56:09 GMT-0700 (Pacific Daylight Time))>
I dont think thats good Matthew. I myself would be upset if thats the case. allow me to work on this

Matthew Meyer(Sun Jul 26 2009 10:58:39 GMT-0700 (Pacific Daylight Time))>
You still there? Is there something else I need to do or more info you need?

Patrick(Sun Jul 26 2009 13:59:13 GMT-0700 (Pacific Daylight Time))>
Matthew . Im reading the bill can you give me more minutes for this ?

Matthew Meyer(Sun Jul 26 2009 10:59:23 GMT-0700 (Pacific Daylight Time))>
Sure…

Matthew Meyer(Sun Jul 26 2009 10:59:47 GMT-0700 (Pacific Daylight Time))>
May 11th was normal bill.

Matthew Meyer(Sun Jul 26 2009 11:00:06 GMT-0700 (Pacific Daylight Time))>
June 11th was when the “trial” that I had been told was NOT a trial exoired

Patrick(Sun Jul 26 2009 14:02:21 GMT-0700 (Pacific Daylight Time))>
Matt have you checked the additional outlet and taxes and fees ?

Matthew Meyer(Sun Jul 26 2009 11:03:48 GMT-0700 (Pacific Daylight Time))>
seriously! that isn’t it… June 11 it was $84 total and I was told that it would be like $2 for the new HD stuff.

Matthew Meyer(Sun Jul 26 2009 11:03:56 GMT-0700 (Pacific Daylight Time))>
tax of $2 is not $20

Matthew Meyer(Sun Jul 26 2009 11:05:04 GMT-0700 (Pacific Daylight Time))>
I WAS TOLD THAT MY BILL WOULD ONLY GO UP $2 with the new service.

Matthew Meyer(Sun Jul 26 2009 11:05:07 GMT-0700 (Pacific Daylight Time))>
that was a lie.

Matthew Meyer(Sun Jul 26 2009 11:05:15 GMT-0700 (Pacific Daylight Time))>
I asked point blank.

Patrick(Sun Jul 26 2009 14:06:24 GMT-0700 (Pacific Daylight Time))>
Can you tell me the total for your monthly rate including taxes and fees please so i can check if were getting the same thing

Matthew Meyer(Sun Jul 26 2009 11:06:47 GMT-0700 (Pacific Daylight Time))>
july 11
Previous Balance $ 84.27
Payment(s) $-84.27
Comcast Cable Television $ 132.47
Comcast High Speed Internet $ 7.03
One time Charges and Credits $-45.24
Taxes, Surcharges and Fees $ 13.35
Payment Due Date 08/02/09 $ 107.61

june 11
Previous Balance $ 76.17
Payment(s) $-76.17
Comcast Cable Television $ 26.90
Comcast High Speed Internet $ 52.95
Taxes, Surcharges and Fees $ 4.42
Payment Due Date 07/03/09 $ 84.27
At this point I want the rate I was promised. I have been lied to twice now and it makes me pretty angry.
If you can’t get me the promised rate, then please pass my case off to someone who can.
I’m ready to switch to AT&T at this point because lying is not a good business practice.

Patrick(Sun Jul 26 2009 14:11:03 GMT-0700 (Pacific Daylight Time))>
Matthew you have provided me all the information . Thank you . Can i have more minutes on this?

Matthew Meyer(Sun Jul 26 2009 11:11:10 GMT-0700 (Pacific Daylight Time))>
ok…

Patrick(Sun Jul 26 2009 14:16:14 GMT-0700 (Pacific Daylight Time))>
Matthew im now posting the services you have with us plus the corresponding prices

Patrick(Sun Jul 26 2009 14:16:22 GMT-0700 (Pacific Daylight Time))>
Please wait as i post them here

Matthew Meyer(Sun Jul 26 2009 11:22:02 GMT-0700 (Pacific Daylight Time))>
you still there?

Patrick(Sun Jul 26 2009 14:22:43 GMT-0700 (Pacific Daylight Time))>
Yes Matthew .

Patrick(Sun Jul 26 2009 14:25:07 GMT-0700 (Pacific Daylight Time))>
For taxes and fees its $ 8.47
Additional outlet $6.99

Matthew Meyer(Sun Jul 26 2009 11:26:23 GMT-0700 (Pacific Daylight Time))>
I was told by the install guy there was no charge for leaving the old tuner box. NO ONE EVER MENTIONED the $6.99 fee. so that needs to go away.

Patrick(Sun Jul 26 2009 14:26:45 GMT-0700 (Pacific Daylight Time))>
thats the additional box Matthew
additional outlet i mean

Matthew Meyer(Sun Jul 26 2009 11:26:54 GMT-0700 (Pacific Daylight Time))>
you are saying the $8.47 is ADDITIONAL taxes and fees?

Matthew Meyer(Sun Jul 26 2009 11:27:14 GMT-0700 (Pacific Daylight Time))>
right… I was told there was NO FEE FOR THAT BOX.

Matthew Meyer(Sun Jul 26 2009 11:27:32 GMT-0700 (Pacific Daylight Time))>
If that is the case, give me a refund and I’ll return the damn box. I’m just so sick of being lied to.

Matthew Meyer(Sun Jul 26 2009 11:27:38 GMT-0700 (Pacific Daylight Time))>
so this is the 3rd lie
lie 1. rate is not trial, lie 2 box is no additional charge
I ASKED POINT BLANK IF THERE WOULD BE A CHARGE TO KEEP THE BOX AND WAS TOLD NO.
by the installer

Matthew Meyer(Sun Jul 26 2009 11:29:09 GMT-0700 (Pacific Daylight Time))>
so how does the $8.47 break down? seems really shady to put taxes and “fees” together.

Patrick(Sun Jul 26 2009 14:29:13 GMT-0700 (Pacific Daylight Time))>
How about the credits on the vill have you checked Matthew? $-45.24

Patrick(Sun Jul 26 2009 14:29:37 GMT-0700 (Pacific Daylight Time))>
I am seeing $31.91 for your future bill as credits

Matthew Meyer(Sun Jul 26 2009 11:29:55 GMT-0700 (Pacific Daylight Time))>
What are you saying?

Matthew Meyer(Sun Jul 26 2009 11:30:21 GMT-0700 (Pacific Daylight Time))>
rt.. that $45.13 credit was part of the new package that was supposwed to be $85

Matthew Meyer(Sun Jul 26 2009 11:30:35 GMT-0700 (Pacific Daylight Time))>
what is the $31.91 number?

Patrick(Sun Jul 26 2009 14:31:14 GMT-0700 (Pacific Daylight Time))>
that is the total disocunt youre getting Matthew . Originally your monthly rate is 113.88 .

Patrick(Sun Jul 26 2009 14:31:25 GMT-0700 (Pacific Daylight Time))>
Credits $31.91

Patrick(Sun Jul 26 2009 14:31:35 GMT-0700 (Pacific Daylight Time))>
tax/fee 8.47

Patrick(Sun Jul 26 2009 14:31:55 GMT-0700 (Pacific Daylight Time))>
Ending balance would be 90.44

Matthew Meyer(Sun Jul 26 2009 11:32:05 GMT-0700 (Pacific Daylight Time))>
where are you getting this $31.91 number?

Patrick(Sun Jul 26 2009 14:33:03 GMT-0700 (Pacific Daylight Time))>
That is our Discount given to you Matthew . as you were saying “promised”

Patrick(Sun Jul 26 2009 14:33:12 GMT-0700 (Pacific Daylight Time))>
Im sorry but its in the account

Matthew Meyer(Sun Jul 26 2009 11:33:28 GMT-0700 (Pacific Daylight Time))>
So are you saying my bill should be $90.44 ?

Patrick(Sun Jul 26 2009 14:33:48 GMT-0700 (Pacific Daylight Time))>
Future statements

Matthew Meyer(Sun Jul 26 2009 11:33:58 GMT-0700 (Pacific Daylight Time))>
so what about this one then?

Matthew Meyer(Sun Jul 26 2009 11:34:30 GMT-0700 (Pacific Daylight Time))>
I need a refund for the second outlet as I was told outright when I asked the installer that there was no additional charge for keeping the box.

Matthew Meyer(Sun Jul 26 2009 11:35:50 GMT-0700 (Pacific Daylight Time))>
and from your explanation I was overcharged $18.59 for cable TV this month.

Matthew Meyer(Sun Jul 26 2009 11:36:07 GMT-0700 (Pacific Daylight Time))>
rate should be $113.88 and it is $132.47

Patrick(Sun Jul 26 2009 14:36:41 GMT-0700 (Pacific Daylight Time))>
Matthew as i was saying . The one i posted is for future statements

Patrick(Sun Jul 26 2009 14:37:05 GMT-0700 (Pacific Daylight Time))>
Im sorry for the confusion

Matthew Meyer(Sun Jul 26 2009 11:37:41 GMT-0700 (Pacific Daylight Time))>
Right.. so you are saying the future statements are fine, but this one is messed up and needs to be addressed.

Patrick(Sun Jul 26 2009 14:38:03 GMT-0700 (Pacific Daylight Time))>
Okay here is what i can do

Matthew Meyer(Sun Jul 26 2009 11:38:33 GMT-0700 (Pacific Daylight Time))>
$25.58 credit seems to adjust it
$18.59 difference plus $6.99 outlet fee

Patrick(Sun Jul 26 2009 14:40:26 GMT-0700 (Pacific Daylight Time))>
I have already placed all documentation on your account regarding your concern about credits. This is to make sure that the changes will be done correctly. To finalize the process, our live phone representatives will need to talk to you for possible options. We would still want to make sure all options are exhausted before any changes. Please call 800-945-2288 during Business hours, thats from 8:00am to 5:00pm. Its been a pleasure resolving your issue.

Matthew Meyer(Sun Jul 26 2009 11:40:56 GMT-0700 (Pacific Daylight Time))>
except you didn’t resolve it 🙁

Patrick(Sun Jul 26 2009 14:41:25 GMT-0700 (Pacific Daylight Time))>
My apologies Matthew for all this problem .

Matthew Meyer(Sun Jul 26 2009 11:41:38 GMT-0700 (Pacific Daylight Time))>
So you have no ability to resolve this months billing issues?

Patrick(Sun Jul 26 2009 14:41:44 GMT-0700 (Pacific Daylight Time))>
Do you have other concern that you want me to add to the account.s note ?

Matthew Meyer(Sun Jul 26 2009 11:42:07 GMT-0700 (Pacific Daylight Time))>
What was the point of talking to you if I now have to call the customer service line?

Patrick(Sun Jul 26 2009 14:42:46 GMT-0700 (Pacific Daylight Time))>
I was able to inform you the services youre getting Matthew

Matthew Meyer(Sun Jul 26 2009 11:42:58 GMT-0700 (Pacific Daylight Time))>
right, but not solve my issue at all.

Patrick(Sun Jul 26 2009 14:43:03 GMT-0700 (Pacific Daylight Time))>
Thank you for being so nice all through the chat

Matthew Meyer(Sun Jul 26 2009 11:43:17 GMT-0700 (Pacific Daylight Time))>
is there noone there that can get this resolved NOW?
I feel like I’m getting the blow off and my issue still has not been resolved.

Patrick(Sun Jul 26 2009 14:48:04 GMT-0700 (Pacific Daylight Time))>
Matthew im sorry i have explained to you your bill and the charges . That includes the other charges like the outlet . And i have this noted in the account that you were promised by the last agent . I have posted here the credits youre getting . And i have noted in the account that you want a refund for the outlet charges. I have given you the number to call to complete this transaction . And when you call they would read all this and proceed with the process matthew

Patrick(Sun Jul 26 2009 14:48:15 GMT-0700 (Pacific Daylight Time))>
Do you have other questions Matthew ?

Matthew Meyer(Sun Jul 26 2009 11:49:29 GMT-0700 (Pacific Daylight Time))>
I guess not. But you did NOT resolve my issue. This chat thing sees to be big waste of time if you can’t actually DO anything about my problems.

Patrick(Sun Jul 26 2009 14:49:58 GMT-0700 (Pacific Daylight Time))>
Im sorry to hear about that .

Patrick(Sun Jul 26 2009 14:50:12 GMT-0700 (Pacific Daylight Time))>
Thank you so much Matthew I hope you can call out phone support

Patrick(Sun Jul 26 2009 14:50:42 GMT-0700 (Pacific Daylight Time))>
Nice chatting with you and thank you for your time raising this issue. rest assured this will be noted in the account .

Patrick(Sun Jul 26 2009 14:50:55 GMT-0700 (Pacific Daylight Time))>
Thank you for choosing Comcast as your cable provider and have a good one .Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists 24 hour a day, 7 days a week at http://www.comcastsupport.com/videochat To close this chat, please click the close button at the top of your chat window

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