This is an extremely long post and let me apologize for that up front. I don't expect anyone to really read it start to finish but I need to follow through on my threat to Comcast to post my nearly 3-month long email exchange with them. My request is seemingly simple. I want copies of 3 statements from 2009 to confirm that I was not being charged for two modems back then. I recently found out that Comcast had been charging me two modem fees when I only had one modem. After being lied to on the phone (told I was double charged for 3 months only) I traced back statements as far as they can be viewed online (about one year) and then Comcast refunded the double charge for that full year. Since they gave me bogus info once, I just want to confirm I was not double charged earlier than one year ago by having Comcast send me copies of a couple of statements from mid. After several tries, Comcast finally understood what I wanted and promised to send them. Three months later and 31 emails back & forth and I still don't have them.
Below is my complete email exchange with Comcast, preceded by some stats. I posted them in chronological order, culminating with the email I just sent them, explaining that I was posing our email exchange on this site. I'm maybe a little angry about the whole thing but since it's not a lot of money we're talking about, my main emotion is amazement at how bad Comcast's customer service is and how such a simple request can be met with so much utter incompetence.
My comcast debacle...
Date of First Email Request: 9/10/10
Number of emails sent to Comcast: 17
Number of replies from Comcast: 14
Number of requests for clarification it took before Comcast sent me Statement copies: 9
Number of times Comcast then sent the wrong Statements: 2
Number of Times Comcast has sent the right Statements: 2
Number of times Comcast says they understand: 15
Number of times Comcast has demonstrated they understand: 0
Number of times Comcast has apologized: 13
Number of times I ask Comcast not to apologize anymore: 2
Number of time I can “rest assured” my issue will be addressed: 6
Number of times my issue has been addressed: 0
To: Comcast Ecare Central California
Sent: Sat 9/10
Subject: Problem: Billing/Help Understanding Statement
A few weeks ago, I reviewed my Comcast bill and called to ask why I had 2 charges for my modem, a "Modem Rental" charge and a "Modem Lse" charge. I called Comcast and the rep told me it was an error and that I would be refunded something like 3 months of double charges. I asked if that represented the total time period that I had been getting two charges and was told "yes". Today I received my new bill and it has been corrected such that there is no longer a Modem Lse charge. There is also a credit for $4.51 of Modem Lse charges from 8/12/10 - 9/8/10. Since I recall that it was more like 3 months I was told would be refunded, I decided to go online and review my past statements. What I found is that EVERY ONE of my statements available online (a year’s worth) has a Modem Rental charge and a Modem Lse charge. I am furious that I was lied to and that Comcast thinks they can get away with crediting me one measly month for an error that has gone on at least a year and I suspect significantly longer.
When Comcast realized this error, not only should I have been refunded the entire amount that I had been overcharged, but someone should have reached out with an apology or some token effort to make it right.instead, I get LESS than one month’s credit?!
Please review my statements to determine how long I have been double charged and issue me a check for the total amount overcharged plus past-due interest at the same rate of interest that you would charge me for late payments.
Thank you.
From: Comcast Ecare Central California
Sent: Saturday, September 11 5:55 AM
Subject: Re: Web Form Submission: Billing/Help Understanding Statement
Thank you for contacting Comcast Cable E-mail Support. I am happy to assist you with your concern. I sincerely apologize for your confusion regarding your bill. Rest assured that your issue will be addressed in this e-mail response. We need to hear about any unsatisfactory situations in order to correct them and to enhance our level of customer service. I have forwarded your comments to the appropriate members of our development and management teams for further review and action. We appreciate that you took the time to help us keep our commitment to quality customer care.
After reviewing your account, I am seeing that there is already a credit request submitted to our Billing Department for approval. The credit should be showing on your next bill statement. Please be advised that when you are on credit card billing any credit posted to your account would first be applied to your next billing cycle balance and the remainder would be placed on to your credit card. If you are not on credit card billing then any credit balance at the end of the next billing cycle will remain on the account.
Thank you for allowing me this opportunity to assist you. We appreciate that you have chosen Comcast as your service provider and we thank you for your business. Please do not hesitate to contact us again in the future, if you have any further questions or concerns. You can chat with one of our Online Customer Support Specialists 24 hours a day, 7 days a week at http://www.comcastsupport.com/chat
Thank you for choosing Comcast.
Sincerely,
Elaine T
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Sat 9/11 5:44 PM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
You're apologizing for MY confusion? How noble of you. Give me a break and please don't insult me with that sort of comment. I'm not confused. I'm not the one who has been double-charging my customer for who-knows how long. I'm not the one who said it only happened for three months, knowing that it had been much longer. I'm not the one who said it would be taken care of with my next billing and then didn't follow through. I'm not the one who didn't bother to even respond with any sort of facts to tell me exactly how much I have been overcharged and how much I would be credited. I'm not the one who doesn't know whether I make my payments by credit card or check.
I appreciate that there is a credit request with you Billing Department and that it should show up on my next statement but this isn't a complex math problem and there is no reason that it shouldn't have been taken care of immediately.
Thank you
From: Comcast Ecare Central California
Sent: Sun 9/12 12:08 AM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
Thank you for contacting us regarding your Comcast cable service. I understand you have concern regarding the internet modem charge twice to your account. I apologize for the inconvenience this has caused you. As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that we can resolve this issue together on this e-mail communication.
I have checked your account and it shows there was a credit of $30.00 which was applied to your account. It was approved, however, it was not posted on your current bill cycle. You do not have to worry, I already have forwarded the issue to the correct department. They will conduct a thorough investigation to this matter why the bill has not been reflected to your account. I have included in the request your phone number 555-555-5555 as your best contact number. Should you want to update it, please reply to this email the phone number as well as the best time
Of the day to contact you.
Thank you for allowing me this opportunity to assist you. We appreciate that you have chosen Comcast as your service provider and we thank you for your business. Please do not hesitate to contact us again in the future, if you have any further questions or concerns. We value your business.
Thank you for choosing Comcast.
Sincerely,
Charish B
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Sun 9/12 7:52 AM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
Thank you. For purposes of determining the correct credit, I do not believe $30 is accurate. I did not look through every statement but it goes back as far as statements are available on the web site at $5/month recently and at $3/month prior to that.
I appreciate your quick reply and further investigation.
From: Comcast Ecare Central California
Sent: Sun, Sep 12 16:20: 28 GMT 00:00
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
Thank you for contacting us regarding your Comcast cable service. I understand that your concern is about the credit that was given to you. I would like to inform you that the credit that was given to you is fair enough.
However if you were not satisfy with that I suggest that you need to call our billing department for this matter. You can call them during office hours so that you will be connected to the billing department.
If you need further assistance, please feel free to respond directly to this e-mail. We appreciate you taking the time to contact us. Thank you for choosing Comcast.
Sincerely,
Lorena B
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Sun 9/12 1:39 PM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
I am not sure what you mean by "fair enough". Isn’t it pretty simple? Tell me how many months you double charged me for the modem. At the very least I should get that entire amount back. How would it be "fair
Enough" to refund any less than that? Truthfully, I should also be paid interest but first things first. When did Comcast start charging me both a modem lease fee and a modem rental fee?
From: Comcast Ecare Central California
Sent: Mon, Sep 13 01:44: 37 GMT 00:00
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
Thank you for contacting us regarding your Comcast cable service. I understand that you have an inquiry with your modem rental fee. I thank you for giving us the opportunity to resolve this issue and I am happy to help you with it.
I checked your account and see here you had been charged for double modem lease from billing cycle October 9 to November 08 until August 8 to September 9. If you want to make some corrections please call us during office hours between 9:00am to 6:00pm at 1-800-266-2278 or 1-888-266-2278 or visit our local service centers nearest to your place.
Listed below are the Comcast Service Centers in your area.
(A list of addresses and hours for 5 service centers from Salinas to Milpitas followed)
If you need further assistance, please feel free to respond directly to this email. We appreciate you taking the time to contact us. Thank you for choosing Comcast.
Sincerely,
Reynaldo E
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Sun 9/12 8:02 PM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
Thank you. Can you please email me my August and September statements?
From: Comcast Ecare Central California
Sent: Sunday, September 12 10:33 PM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
Thank you for contacting Comcast Cable. I understand that you want us to email your August and September
Statement. Offering our customers the most effective possible support is a priority at Comcast. We appreciate that you have given us this opportunity to communicate with you and we want to address your concerns as quickly as possible.
You may request your previous billing statement at our nearest service center in your area. You may call using the number provided below.
We are always happy to be of service. We remain committed in wanting to provide you with the best customer service. If you have any other questions, please don't hesitate to chat with us. We really do appreciate your business.
For additional assistance, our FAQ section is a great resource; just visit www.comcast.net and select help.
Thank you for choosing Comcast! We hope you are enjoying your new services.in addition to providing you with the latest and greatest products, we want to do everything we can to make sure you are satisfied with your service. If you have nay questions, please call us at 1-888-266-2278 or visit us online at comcast.com. It is a pleasure
Assisting you and resolving your issue today. Thank you for bringing Comcast into your home! If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-mail (available 24 hours a day, 7 days a week). Simply visit http://www.comcast.net and select Help.
Thank you for choosing Comcast.
Sincerely,
Leo M
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Tue 9/21 11:33 PM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
I do not have time to go to a service center for an error which is Comcast’s, not mine. I need proof of how long it has been that I have been double charged for my modem and exactly how much I have been overcharged. As I have pointed out, there are double charges as far back as I can view statements online. The previous correspondence below from Comcast indicates that the double charges for my modem started in the billing period 10/9/09 -11/8/09. If you could please send me copies of two or three statements before that period (July, August & September) then I would be able to confirm that what I am being told is accurate. So far, I seem to be dealing with people who have a problem with the English language for requests that are pretty simple. I’d just like proof of how much I was overcharged and then I want that total sum refunded. Comcast should also pay interest on what I have been overcharged but I am afraid there is nobody who can calculate it.
Thank you. Please send the statement copies to this email address or to my billing address.
From: Comcast Ecare Central California
Sent: Wed 9/22 11:07 PM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
Thank you for contacting us regarding your Comcast cable service. After reading your email, I can certainly understand your frustration with the issue you are facing. I would be upset as well if that happened to me. I sincerely apologize for any inconvenience.
I understand that you are having issues with your billing. I am really sorry for the inconvenience that this has caused you and we will try our best to straighten up this issue. Offering our customers the most effective possible support is a priority at Comcast. We appreciate that you have given us this opportunity to communicate with you and we want to address your concerns as quickly as possible.
As I have checked it here in your account there were adjustments of your modem charges for about 9 months starting from 10/04/09 - 7/04/10. The credits will be seen in your billing online in the next billing cycle.
During the last time that you had an email from the previous email support it was not stated here in your bill because there were no updates yet. There were pending adjustments. I hope this resolved the issue. Your current balance as of today is $138.39 from $190.95 from cycle 09/09-10/18.
Thank you for allowing me this opportunity to assist you. We appreciate that you have chosen Comcast as your service provider and we thank you for your business. Pease do not hesitate to contact us again in the future, if you have any further questions or concerns.
Thank you for choosing Comcast.
Sincerely,
Edalyn S
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Wed 9/22 11:43 PM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
I still need proof that the double-charges only occurred from 10/4/09-7/4/10. Saying that you are making adjustments for that period doesn't answer the entire question. If you can document that the aforementioned time period represents the full time period of the double-charges, fine. But if Comcast was charging a second modem charge prior to that time, then we still have unresolved charges that Comcast should never have charged me for and needs to refund. That should be easy enough to figure out and yet nobody has answered that question, let alone provided documentation.
From: Comcast Ecare Central California
Sent: Fri, Sep 24 09:41: 25 GMT 00:00
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
Thank you for your message. We appreciate you contacting us. I sincerely apologize for the inconvenience this has caused you. I am happy to assist you with your billing concern.
We have reviewed your account and a credit for the Modem charges has been applied. The credit adjustments will be posted on your next bill statement. You can review your 10/09 - 11/08 for further adjustment details.
Thank you for choosing Comcast.in addition to providing you with the latest and greatest products, we want to ensure that you are satisfied with our services. It is a pleasure assisting you and resolving your issue today. Thank you for bringing Comcast into your home! If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-mail (available 24 hours a day, 7 days a week) at: http://www.comcastsupport.com/chat
We hope to do business with you again. Have a great day and take care.
Sincerely,
Elaine T
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Fri 9/24 6:47 AM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
This is getting absurd and now I am getting angry. I need the statements I have asked for multiple times in order to document that the credit is accurate. I don't know how to make the request any more simple. Once again, I get a feeling that these responses are coming from someone who does not speak English well. If that is the case, just
Say so.
I need Comcast to show what period was double charged and then document it with copies of statements showing that I was NOT double charged prior to that time.
Please don't respond with a useless and redundant email like the last one.
From: Comcast Ecare Central California
Sent: Sun, Sep 26 00:30: 55 GMT 00:00
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
Thank you for contacting us regarding your Comcast cable service. I understand you would like to request for your previous statement to be sent back to you. I apologize for the inconvenience this has caused you. Rest assured that your issue will be addressed in this e-mail response.
I understand you would like to check as to the exact date the double charge for internet modem started. I would love to help you out with that, however, I am only able to pulled up until October statement. You do not have to worry, I already have created a request for previous statement (July, August & September) to be sent to you and forwarded it to our Billing Department. The reference number for the ticket that I have created is CR22150XXX. Please allow 3 - 5 business days for you to receive the statement.
I would also like to update you on the credit that has been posted to your account. You were given a total credit of $48.00 ($5 modem rental double charge for 9 months with $3 modem rental for 1 month/started October). Your current outstanding balance is $138.51.
Thank you for choosing Comcast! We hope you are enjoying your new services.in addition to providing you with the latest and greatest products, we want to do everything we can to make sure you are satisfied with your service. If you have nay questions, please call us at 1-888-266-2278 or visit us online at comcast.com. It is a pleasure assisting you and resolving your issue today. Thank you for bringing Comcast into your home! If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-mail (available 24 hours a day, 7 days a week). Simply visit http://www.comcast.net and select Help.
We value your business. Thank you for choosing Comcast.
Sincerely,
Charish B
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Sat 9/25 5:53 PM
Subject: RE: Web Form Submission: Billing/Help Understanding Statement
THIS is the answer I have been looking for since the beginning! Thank you Charish. If your managers review customer service feedback, this email trail should be used to show poor examples and good examples (yours) of how to respond to customer concerns.
I look forward to getting those statements in the mail. If I find that the double charges started earlier than the period I was credited, who should I contact?
Thanks again.
To: Comcast Ecare Central California
Sent:
RE: Web Form Submission: Billing/Help Understanding Statement
If possible, I would like Charish to respond to this email since Charish is the only person who has responded so far who has been able to reply directly to my concerns.
Charish, I did receive an envelope from Comcast but it contained copies of my statements from billing dates 7/4/10,8/4/10 and 9/4/10. They were supposed to send statement from July, August and September not 2010.
Can you try again and please have the correct statements sent to me?
Thank you.
From: Comcast Ecare Central California
Sent: Tue 10/5 8:21 AM
Subject: Web Form Submission: Billing/Help Understanding Statement
Thank you for your message.
I understand you have a concern about the wrong billing statements that were sent to you. I can certainly understand how you feel and I will be upset also if that happened to me. For this, please accept my sincerest apology. Regarding your request that you choose Charish to reply on your email, please be advised that emails are received by the email team from a general queue. It's not queued directly to the last representative who answered your previous email. We have to take into consideration that the email support staff work on different shifts and since we would like your issues addressed as expeditiously as possible, whoever is available will take the next email.
You do not need to worry though, as we are able to review the email thread and the next email representative is as capable as the previous representatives in assisting you with your concern. Be assured that as your service representative for today, I can certainly address your concern.
With regard to your requested billing statements, I have escalated it to our Billing Department so that the correct bill dates will be sent to you. Again, we apologize for this mistake. I have also placed a note in your account that the bill dates you want to have are those of July, August and September. Kindly allow us 7-10 business days for your
Statements to be sent.
If you need further assistance, please feel free to respond directly to this email. We appreciate you taking the time to contact us. Thank you for allowing me this opportunity to assist you. We appreciate that you have chosen Comcast as your service provider and we thank you for your business. Please do not hesitate to contact us again in the future, if you have any further questions or concerns.
Sincerely,
Rhea M
Comcast Customer Care Specialist
*%
To: Comcast Ecare Central California
Sent: Tue 10/12 8:23 PM
RE: Web Form Submission: Billing/Help Understanding Statement
Let me start by saying that I am 53 years old and the customer service that I have received from Comcast to the matter below is absolutely beyond lame. It is so lame that it borders on comical. It is SO COMICAL THAT I FULLY intend to clean up this string of email dialogue so that it is easy to read and then I am going to post it anywhere and everywhere I can on the internet as a textbook example of the crappiest and most hypocritical customer service imaginable.
Next, let me implore upon you not to apologize with yet another, lame, canned apology. This email string includes six, separate "sincere apologies" from Comcast and numerous statements that you "understand my concern" and that Comcast is "committed to the highest level of customer service" and that "rest assured" my concerns will be addressed, blah, blah, blah. You'd have to be stupid not to realize that these "sincere apologies" come straight out of some customer service manual or pre-scripted responses for customer service reps to use who don't give a damn.
OK with that said, I just received copies of my Comcast billing statements from 7/4/10 and 8/4/10. If you follow this email chain from bottom top, you'll see that since the very beginning I have requested billing information from August and September (not 2010). After several back & forth exchanges that did not tell me ANYTHING I DID NOT ALREADY KNOW, I specifically requested copies of my August and September billing statements. After getting more runaround, I specifically requested copies of my July, August and September billing statements.
FINALLY, on 9/26, I received a response from Comcast that for the first time, specifically addressed my request. I thought the frustration and comedy might be over when your customer service rep responded by saying that my July, August & September statements would be sent to me. What followed was that Comcast sent me the wrong statements - instead sending me statements from July, August and September. So, AGAIN I responded and let the customer service rep know that the wrong statements were mailed to me. Of course, I received more canned, patronizing apologies and assurances that I "need not worry" because everyone understands how I feel... Snoooooooze... C'mon, nobody understands or cares how I feel. Fact is, I really don't feel anything. I have other, real life concerns. This is just a nuisance that has turned into an absurd joke.
As I stated above, the wrong statements have now been sent to me for a SECOND time. Comcast is supposed to be sending me statement from July-September, so that I can see if I was being double charged for my modem in that time period (and perhaps even earlier). Given the ineptitude displayed so far, I simply cannot trust Comcast's claim that I was not overcharged prior to October.in fact, I'm willing to bet that I was overcharged even before that date and if you ever are able to send me the right statements, I'll know for sure. The problem then will be to get someone at Comcast who can take care of it for me. If nobody can research the problem correctly, or even send me the right statements, I'm dubious that I'll find anyone who can resolve it.
Please understand that I am POSTING EVERYTHING on the internet for the world to see. Here is one more opportunity for Comcast to get it right. Please send me the correct statements. If I could even venture into the danger zone of a two-part question, I would ask Comcast to research EARLIER than July if it turns out that I was being double charged back at that time. But that might just be a little too complicated, I fear.
Thanks.
From: Comcast Ecare Central California
Sent: Wed 10/13 2:06 AM
Subject: Web Form Submission: Billing/Help Understanding Statement
Thank you for getting back to Comcast email support. I understand that you were sent the wrong copies of statements, and I would like to apologize for this mistake.
To have your concerns addressed, please visit your local office to request for the copies of your July, August and September statements. Rest assured our store representative will be glad to process it for you. Here are the details of the center for your reference:
Center Name: Customer Service Center - Milpitas
Address: 597 East Calaveras Blvd., Milpitas CA 95035
Phone Number: 800-945-2288
Hours: Monday-Saturday 8:30am-6:00pm. Third Thursday of the Month hours
Are 10:30am-6:00pm. Closed Sunday.
You may call the local office ahead before you visit to get the documents.
We appreciate your time in contacting us to have your concerns addressed on this email. Should you have more questions, feel free to reply to this e-mail, or you can chat with one of our Online Customer Support Specialists 24 hours a day, 7 days a week at http://www.comcastsupport.com/chat
Thank you for choosing Comcast.
Sincerely,
Sherry B
Comcast Customer Care Specialist
*
From: Comcast Ecare Central California
Sent: 10/13 2:18 AM
Subject: Web Form Submission: Billing/Help Understanding Statement
This is in connection with your email regarding your request for July- September copies of statements. I apologize for any confusion.
I have reviewed further your account and it is showing our escalation department has already processed your request, as what the previous representative, Rhea, discussed in her email. I am showing on your account that the request of statements for the particular months and year was already processed. Rest assured you will be receiving your correct documents that you requested within 7-10 business days. Our escalation department attempted to call you to inform you of the development; you may have received the voice messages that the representative left.
Hence, please disregard my first reply to contact your local office. We appreciate your patience and understanding on the matter. We are glad to have your concern addressed on this email. Should you have more questions, feel free to reply to this e-mail, or you can chat with one of our Online Customer Support Specialists 24 hours a day, 7 days a week at http://www.comcastsupport.com/chat
Thank you for choosing Comcast.
Sincerely,
Sherry B
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Wed 10/13 2:14 PM
RE: Web Form Submission: Billing/Help Understanding Statement
To be clear, I already received statement copies subsequent to the response from Rhea and they were also the wrong ones. So, I hope you're telling me that a third set of copies is being processed.
Thank you for retracting the prior response that I go to a customer service center. That is unacceptable and we have already had that discussion. Also, for the record, we have no messages on our answering machine from Comcast and our answering machine is in perfect working order.
From: Comcast Ecare Central California
Sent: Wed 10/13 10:00 PM
Subject: Web Form Submission: Billing/Help Understanding Statement
Thank you for contacting Comcast Cable Email Support. My name is Nelia and I appreciate you taking the time to reach us. I understand that you are having a problem with your bill and that your request for a corrected copy of statement has already been processed. I sincerely apologize for any unpleasant experiences you recently had with your Comcast service and thank you for bringing this matter to our attention. I am more than willing to forward your comment to the appropriate department for review and action.
We need to hear about any unsatisfactory situations in order to correct them and to enhance our level of customer service. I have forwarded your comments to the appropriate members of our development and management teams for further review and action. We appreciate that you took the time to help us keep our commitment to quality customer care.
I want to assure you that we do recognize and acknowledge that we have rooms for improvement in our customer service. We are working diligently to ensure we can deliver a great experience to every customer, every
Time. We are continuously working to increase customer satisfaction and are putting a tremendous amount of resources into improving our customers' experiences with us.
Should you have other questions or clarifications, please feel free to respond directly to this email or chat with one of our Online Customer Support Specialists 24 hours a day, 7 days a week at: http://www.comcastsupport.com/chat
To ensure proper tracking, please take note of the following reference number should you contact us regarding the same issue: 1784XXX.
I appreciate you providing us with the opportunity to assist you. Thank you for choosing Comcast. We value your business. I enjoyed assisting you today and looking forward to assisting you again. Have a great day.
Sincerely,
Nelia Pabustan
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Mon 10/25 11:43 AM
RE: Web Form Submission: Billing/Help Understanding Statement
As I suspected, it looks like the "already processed" statements that were supposedly being sent to me were probably the second set of WRONG ONES that I received and referenced in my last two emails. It has been nearly two weeks since my last message and I should have received the correct copies by now, per the 7-10 day turnaround.
Please confirm that these statements are in the mail or that you are going to send them again (and send the right ones this time). Somebody needs to take charge of this, focus on it and get it resolved. This is just horrible customer service.
Do not apologize. This is way beyond an apology.
From: Comcast Ecare Central California
Sent: Monday, October 25 11:17 PM
Subject: Web Form Submission: Billing/Help Understanding Statement
Thank you for contacting us regarding your Comcast cable service.
I understand you have not received a paper bill yet and I apologize for the inconvenience this has caused you. I thank you for giving us the opportunity to resolve this issue and I am more than happy to assist you with your issue. Rest assured that your concern regarding with your online account will be taken care of.
I have processed your request, so you should expect to receive the copy, at the billing address listed on the account, within 7-10 business days.
There are also several payment options, so you can select the option that will be most convenient to you:
Mail your payment:
* You can send your payment to the address found on your bill. If you lose your bill, you can chat with us at the following link for your payment address: http://www.comcastsupport.com/cdvchat
Pay your bill online:
* Visit the following link to pay your bill online:
Https://www.comcast.com/Corporate/Customers/CustomerCentral.html It's quick and convenient! You will need to enroll if you have not accessed your online billing previously.
Set up recurring payments:
* Please chat with us at the following link to find out if recurring payments are available in your area:
Http://www.comcastsupport.com/cdvchat
* You might also have the option to set up recurring payment via our online bill pay site. To do so, visit the following link (you must enroll if you have not previously accessed your billing online):
Https://www.comcast.com/Corporate/Customers/CustomerCentral.html
Pay by phone:
* To pay by phone, please call 1-800-COMCAST (266-2278).
Pay in person:
* You always have the option of visiting a local payment center to pay your bill. We also have payment centers set up at many 7-Eleven kiosks.
For payment center and kiosk locations, visit the following link:
Http://www.comcast.com/customers/contactus/paymentcenter/locatePaymentCenter. Ashx
Thank you for choosing Comcast. We appreciate you sharing your concerns as we continue to strive for complete customer satisfaction. We value your business and have a great day.
Thank you for choosing Comcast as your cable TV provider and have a great day! 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.
Sincerely,
Reynaldo E
Comcast Customer Care Specialist
*
To: Comcast Ecare Central California
Sent: Tue 10/26 9:56 AM
RE: Web Form Submission: Billing/Help Understanding Statement
You obviously didn't read what I sent. No surprise - more clueless ineptitude from Comcast. What I am supposed to be getting are copies of bills from July, August and September. I have twice been incorrectly sent copies of bills from those months in 2010. I don't need 2010 copies and I know they are available online. I need the ones for July, August and September - those are NOT available online.
To: Comcast Ecare Central California
Sent: Tue 11/2 10:58 PM
RE: Web Form Submission: Billing/Help Understanding Statement
Another week has gone by with no response to my last email and without the statements having been sent to me that were promised on multiple occasions.
I am getting sick of this! Will someone who has a clue look into this or at least send me the damn correct billing statements so i can figure out how long comcast has been ripping me off?!?!!
This is ridiculous.
From: Comcast Ecare Central California
Sent: Wed, Nov 3 19:25: 22 GMT 00:00
Subject: Web Form Submission: Billing/Help Understanding Statement
Thank you for contacting us regarding your Comcast cable service. My name is Nerwin and I will be more than happy to assist you with your issue today. Rest assured that your issue will be addressed in this e-mail response. Do not worry, you have reached the right department. I am more than happy to assist you with your inquiry.
I understand that you are requesting for copies or your bill from July to September. I thank you for giving us the opportunity to resolve this issue and I am happy to help you with it. I sincerely apologize for any unpleasant experience you had recently with your Comcast service and thank you for bringing this matter to our attention. I can imagine this must be frustrating to you. I would feel the same way if I was in the situation you are in.
With regards to your concern, we have forwarded your concern to our billing department so that they can send the copies of your July - September statement. The ticket number is CR22570XXXX. We apologize for any inconvenience you have experience regarding this issue.
Thank you for choosing Comcast as your cable TV provider and have a great day! 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/chat.
To ensure the time you need to spend in contacting us is as short as possible, I suggest you have the following information available:
- Name on the account
- Last 4 digits of the Account holders Social Security Number
- Account Number
Thank you for allowing me this opportunity to assist you. We appreciate that you have chosen Comcast as your service provider and we thank you for your business. Please do not hesitate to contact us again in the future, if you have any further questions or concerns.
Thank you for choosing Comcast.
Sincerely,
Nerwin M
Comcast Customer Care Specialist
*%
To: Comcast Ecare Central California
Sent: Thu 11/4 6:10 PM
RE: Web Form Submission: Billing/Help Understanding Statement
This is pretty much a carbon copy response to others I have received. Hopefully, Comcast will get it right this time. You should figure out how to write a sentence you actually craft on your own accord. It would greatly improve the credibility of your responses.
To: Comcast Ecare Central California
Sent: Thu 11/19 9:30 PM
RE: Web Form Submission: Billing/Help Understanding Statement
Well, it is now November 19th, about three months since my first call to Comcast and more than two months since my first email. After 31 emails back & forth, Comcast still has not taken care of a very, very simple request. I just need confirmation, via copies of bills from that Comcast has issued me a proper credit for a modem I was being charged for but never had. At one point, it seemed like I was actually going to get those copies but lo & behold, Comcast proceeded to send me the WRONG statements, not just once, but a SECOND time after I notified you that the wrong copies were sent the first time. Since then, Comcast has promised to send the correct copies within 7-10 business days and they still have not arrived after another 5 weeks of waiting and several additional emails telling me to “rest assured” that they are on their way.
I have followed through on my promise to post our entire email exchange at http://customer-circus.com/comcast-must-die / Comcast has had ample opportunity to resolve this simple matter and has failed at every opportunity. I will continue to post our exchange until someone cares enough to do something about it.
Date of First Email Request: 9/10/10
Number of emails sent to Comcast: 17
Number of replies from Comcast: 14
Number of requests for clarification it took before Comcast sent me Statement copies: 9
Number of times Comcast then sent the wrong Statements: 2
Number of Times Comcast has sent the right Statements: 2
Number of times Comcast says they understand: 15
Number of times Comcast has demonstrated they understand: 0
Number of times Comcast has apologized: 13
Number of times I asked Comcast not to apologize anymore: 2
Number of time I can “rest assured” my issue will be addressed: 6
Number of times my issue has been addressed: 0
I want this issue resolved and another “it’s in the mail” response will not suffice. Gotta go – Yelp! Is waiting for my Comcast review.
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