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
UPDATE:
Finally talked to Comcast and my “chat” session with them was indeed a complete waste of time. Not only did the chat session in in me having to call them, but it doesn’t seem they really recorded any of the details from my chat in a case. So I had to go through the whole song and dance again wasting even more of my time.
Resolution: I have been TOLD (and I emphasize this word to show that reality might prove differently) that I would get a refund for the “second jack installation” charge ($6.99 for a second jack that was NOT installed) and for the installation charge for the DVR ($15.99 about which I was never told).
Conclusion: Comcast seems to deliberately deceive customers and hide fees in vague line items on bills, but if you call and get upset and threaten to leave them as a customer, they do the things that should have happened in the first place. Customer service is like pulling teeth it seems
I’m sending you this info in regards to my twitter post
http://twitter.com/zebtron/status/3110600751
Here is my recent history with Comcast (I will spare you the other numerous problem I have had with comcast in the past when I lived in Indiana)
I moved to a new place in December 2008 and setup Comcast cable service.
When I signed up I asked SPECIFICALLY if the rate quoted for cable television was an introductory rate.
I was told that it was indeed NOT an introductory rate.
Sixth months later, my bill jumped.
I called and was told that my cable TV rate HAD been a six month introductory rate.
The guy I talked to originally lied to me.
I called comcast and was not happy about this rate increase.
In order to prevent me from leaving, they gave me a “deal” on HD service and an HD-DVR.
I asked SPECIFICALLY again what my new monthly bill would be.
I was told it was $84 (+/- a few dollars).
I got my first bill and it was $107.61, much more than the $84 I was told it would be.
I wasted my time using the “live support chat” feature on the site last week and at the end of that conversation, was told I needed to CALL comcast.
What is the purpose of live online customer service if they tell you to call a phone number?
I called comcast today and was on hold where the system told me I should use the (useless for me) website.
I finally talked to a person who originally asked me for my account number.
I did not have my account number handy.
She said that I HAD to have my account number.
I told her I didn’t have it handy and I had given her my name, phone number, and address already.
I asked if there was another way to verify my identity.
She FINALLY asked me my SSN.
I then asked why she had acted like she HAD to have my account number to verify who I was when she could have used other info?
She ignored my question.
Part of the most recent problem is how Comcast deliberately hides fees in vague line items on the bill.
It came down to a $15.99 charge for installation and a $6.99 charge for “setting up a second jack”.
Neither of these fees was visible on my bill (both of these fees were hidden in items on the bill).
There was no second jack setup.
I was finally refunded both the charge for $15.99 and $6.99 as I was NEVER told there would be such charges when I agreed to HD and DVR service.
To make it worse I had my Comcast BB connection (“modem” dropped and had to reset) drop while I was in a teleconference today.
Comcast has some of the worst customer service I have ever experienced.
I have no faith in anything anyone from Comcast tells me anymore.
I assume everything is a lie to get me off the phone.
I have worked in IT consulting for more than a decade and am asked my opinion on technological services and devices regularly by my clients, friends, and family.
At this point I would tell them to avoid Comcast like the plague if they have another alternative in their area.
A customer shouldn’t have to talk to 3 people and threaten to cancel your service before people try to help you.
The chat session is on my blog.
I have been posting updates to twitter and facebook as well.
I hope this info helps you get people to be accountable, but I’m not holding my breath.
Regards,
Matthew Meyer
zebtron: twitter, skype
http://www.technomatt.org/blog/
Comcast’s final response:
Matthew,
I’m sorry to hear of this experience we created for you. You should have been told what you were being charged for. I’m glad to hear that the charge was credited back to you. I will share this with management.
[...] used your CHAT service to talk to a rep (see blog post copy of transcript from July here) The rep was no help and at the end of the chat told me to [...]