I called to connect internet service on Sept 21. They set up a self install on Sept 22. The tech came out and informed me I would half to set up a "professional install". I called Comcast as soon as he left. I told them I would have to get permission from my landlord in order for them to drill holes. I then asked YOUR Comcast representative what I should do at this point. She instructed me to "cancel this order" and to "send back the modem once it arrives UPS". So that is what i did. I cancelled my service and when the modem was delivered Friday (2 or 3 days later) I sent it back. They told me if I had to do a professional install that the tech would have a modem so there was no need to keep the one that was sent. AT THIS POINT: I had NO installation. NO service. And NO modem. When I received my first bill I called to confirm that this account was closed out and I never received any kind of service. (Except for the tech who came out to hook up the cables for self install, WHICH is FREE) The Comcast rep agreed and confirmed I owed NOTHING and they looked forward to me calling back once I got permission from my landlord. I thought nothing more about this.
I finally got approval from my landlord. I called Comcast Sept 29 to set up my internet service. The Comcast rep informed me it would be a new account because the other one had been closed out. I was told my bill would be $42.41 per month and I would have a ONE time charge of $29.99 for my install on the first bill. They scheduled an install. The tech came Monday Oct 3 and connected and installed everything for my internet.
Wednesday Oct 5 I was doing my personal bills, and wanted to clarify my amount due every month and what my due date was, so I could add it to my budget. I thought I would use the "live chat" help since it was just a quick question. So I thought...
The first person said I owed $130 and I was 60 days past due. I spoke to FOUR different people. All of which told me that the person I was being transferred to would be able to see the previous messages so I wouldn't have to repeat myself. THAT DIDN'T HAPPEN.
I have had actual service for three days and I was charged $130?? I understand you bill a month in advance so I figured my first bill, including install, would average $75 or close to that. I haven't even lived in the state of Georgia for 60 days, so how am I that far past due?
So I have spent the last 2 days on the phone and through live chat trying to figure out what went wrong. I finally spoke to BreAunnia ID#35824 in the Hazlewood MO Billing Dept who was able to help me. She stated how I was being charged TWO install fees. I was only informed of one at the time of service set up. She said my billing was billed twice. For example: They sent out a bill when I connected service on Sept 29 for Oct 3 through Nov 4 and then again billed me from Oct 5 through? (I don't remember the exact day. She was very VERY helpful and told me there would be a $55 credit on my account to bring the bill where it is supposed to be. MIND YOU the credit is due to Comcast error NOT MINE. So there is no advantage to me. I am still dealing with this headache. I have never even heard of Comcast til I moved to Georgia. I was satisfied with the customer service up until my "live chat help" experience. So what exactly do I get out of all my time and frustration. Comcast didn't go out of their way to fix the problem. I have had to call twice. Each call being about 30 min plus in length (using my cell phone minutes). I had to waste 2 hours of my time trying to find answers through your "live chat help". AND GUESS WHAT the problem is still there. I called today. My balance is still $130 and past due. Is this going on MY credit? Once again I haven't lived in Georgia for 60 days nor have I EVER heard of Comcast (so no previous bill). Is my credit going to be effected my YOUR mistake?
I am going to copy and paste the messages from my chat yesterday. I hope this gets to somebody with authority and you can see where my frustration is coming from. I am a good costumer to all of my providers and ALWAYS pay my bill on time. That is what you expect of me right?!?! So where is my compensation for all this headache???
MESSAGES:
Robert: Hi good! And you?
ReaMaeOCNV: I'm glad to know that!
ReaMaeOCNV: I'm fine, too. That's very nice of you. Thank you.
ReaMaeOCNV: I see here that you have a concern or inquiry with your bill. I thank you for giving us the opportunity to resolve this issue and I am happy to help you with it.
ReaMaeOCNV: 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 chat, Robert.
ReaMaeOCNV: Before we can proceed, can I please have your full account name? Also, please provide me your 16 digit account number and the last 4 digits of your Social Security Number.
Robert: Thank you!
ReaMaeOCNV: You're welcome.
Robert: Robert J Williams II 2045 and I dont have my account number bc I havent received a bill
Robert: i have my user name a password
Robert: the tech gve me
Robert: gave*
ReaMaeOCNV: Thank you for that information. Can you please give me two minutes to pull up your account?
Robert: Yes
ReaMaeOCNV: By the way, while waiting for your account to be pulled up, let me grab this opportunity to inform you that you may always visit www.comcast.net where you can find the latest news and hottest hollywood celebrity updates. You can watch videos and even play games for free. Just log on to our website anytime.
ReaMaeOCNV: Thank you very much for waiting.
ReaMaeOCNV: I have checked here and your account balance is $130.28
ReaMaeOCNV: Your account is 60 days past due.
ReaMaeOCNV: You can also check your bill at your online account.
Robert: There is no way our account is 60 days past due
Robert: We just got our internet Monday
ReaMaeOCNV: Did you have other service with us prior to this one?
Robert: We had set up internet but due to Directv taking our cables they had to schedule an professional installation. We had to get approval from our landlord so we were told to send back our modem (which I did UPS) and to cancel out the account. We had to open a new account once we got permission on the drilling of new holes
ReaMaeOCNV: Thank you for that information.
Robert: I have spoke to 2 different represenatives and in both cases told me the old account was void bc we NEVER used the service or the modem at that time
ReaMaeOCNV: Let me check on this further.
Analyst ReaMae has entered room
Analyst ReaMae has entered room
Analyst ReaMae has entered room
Analyst ReaMae has entered room
ReaMaeOCNV: I have checked and the service was set up 9/21
ReaMaeOCNV: Is this correct?
ReaMaeOCNV: I am still here to help you address your order and concerns. Please let me know if you are still there.
Robert: No well kind of. We called and ordered it but when the tech came out he knocked on the door and advised me that I would have to schedule a professional installation. I called comcast that same day to tell them I would have to get permission. They told me to go ahead and cancel the service WHICH NOTHING HAD BEEN USED (I didn't even receive the modem in the mail yet). They told me once I got the modem to send it back bc when a tech came out they would have a new modem with me. AND in order not to be charged for service we would have to return the modem
ReaMaeOCNV: Thank you for that information.
ReaMaeOCNV: Robert, you have reached cable technical department.
ReaMaeOCNV: I would need to connect you to our internet department since they are the best team that can address your concern. Not to worry, they will be able to read our chat so you need not repeat the issue. Would that be okay?
Robert: And even if the service was for 9/21 (which it isnt) why would my bill be 60 days late???
Robert: So what bill is with you that I am 60 days late
Robert: And before you transfer me I will need to get that cleared up obviously
ReaMaeOCNV: The next analyst can read everything on this chat transcript as well.
ReaMaeOCNV: Can I connect you to them now?
Robert: ok but you said im 60 days late for YOUR department correct?
ReaMaeOCNV: We are accessing the same system.
ReaMaeOCNV: They can further check it on their end since the charges are for internet service.
Robert: Ok well this makes no sense so I guess transfer me to whoever
ReaMaeOCNV: Please stay online and please do not close your chat window. I will be connecting you to them now.
ReaMaeOCNV: Please wait, while the problem is escalated to another analyst
Robert: My Issue: How much will my bill run and what is the due date each month?
Analyst Jennifer has entered room
JenniferfBLD: Welcome to Comcast! We are proud of our Customer Guarantee, which includes being here for you, 24/7! Let’s take a look at what’s going on with your service and get that resolved for you.
Analyst ReaMae has left room
Analyst ReaMae has left room
JenniferfBLD: Hi Robert.
Robert: SO are you going to read through all the previous messages?
Robert: somewhere there is a mix up ALREADY and Im new to Comcast
Robert: NOT a good sign
JenniferfBLD: Let me review the previous chat transcript.
Robert: I just want to clarify that I have had my service installed for THREE days including today and you are saying I owe $130???
JenniferfBLD: I understand that you would like to know how much bill will you have and when is your due date each month, am I correct?
Robert: Yes but apparently I am "60 days" PAST due first mistake. Then I "got service" on 9/21 second mistake... And even IF both of those were true how in the world do you people get that I would be SIXTY days past due???
JenniferfBLD: I do apologize for thefrustration that caused you, Robert.
Robert: I dont want these other issues that are coming up now put on the back burner. So in response to your question YES I would like that information BUT I would also like to make sure these "new" issues are resolved.
JenniferfBLD: I understand, Robert.
JenniferfBLD: You have reached Internet troubleshooting Department.
JenniferfBLD: I would be happy to get you in touch with our Billing department that can further help you with your inquiry.
JenniferfBLD: Is there anything else that I can assist you with before I transfer you to the correct department?
Robert: OHHH so this is the third time I will be transfered
JenniferfBLD: I am sorry to know about that, Robert.
JenniferfBLD: Please stay connected to the chat for the next available representative. Thank you for choosing Comcast for your entertainment needs.
Robert: As long as all these messages are going to the new person
JenniferfBLD: Yes.
JenniferfBLD: Please stay connected to the chat for the next available representative. Thank you for choosing Comcast for your entertainment needs.
JenniferfBLD: Please wait, while the problem is escalated to another analyst
Analyst Joyce has entered room
Robert: My Issue: How much will my bill run and what is the due date each month?
JoyceDQNV: Thank you for choosing Comcast, where every customer is truly valued. This is Joyce. How may I help you today?
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Analyst Jennifer has left room
JoyceDQNV: Hi there Robert!
Robert: YOU REALLY WANT ME TO COPY AND PASTE the previous messges? I am so mad that this is the 3rd person I have talked to. You dont have access to the previous messages?
JoyceDQNV: No worries Robert I can see here that you were looking forward to know how much will your bill run for the month right?
Robert: ALONG with the "NEW" issues
JoyceDQNV: I’m sorry you’ve had to contact us several times regarding this issue. Let’s make sure we get it resolved today.
JoyceDQNV: May I know the new issues please, so I can find a resolution please?
Robert: 60 days past due? Service installed on 9/21? $130 due for 3 days of service? None of those issues are correct
JoyceDQNV: I appreciate that information, no worries we will be moving forward and fix this issue now together.
JoyceDQNV: Let me pull up your account first so we can do system check to your service and equipment.
JoyceDQNV: To protect your account I will need to verify some additional information. Would you please provide me the full account number or last 4 digits of your social security number?
Robert: 2045 once again do you have access to the previous messages? This is not good costumer service. Im glad your going to "help" me just like the other two said but I shouldnt have to repeat everything THREE times.
JoyceDQNV: Thank you for verifying the account.
JoyceDQNV: Robert, I would like to connect you over to the Billing Department they would be able to BEST assist you with this concern.
JoyceDQNV: Please stay connected to the chat for the next available representative.
JoyceDQNV: 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). Comcast also offers great FAQ and Help forums located at www.Comcast.net to help you solve many issues on your own. You can also reach us through our Hotline 1-800-9346489 or 1-800-XFINITY.
JoyceDQNV: Please wait, while the problem is escalated to another analyst
Analyst Juviner has entered room
Robert: My Issue: How much will my bill run and what is the due date each month?
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Analyst Joyce has left room
JuvinerRCBL: My pleasure to have you on this chat! This is your Comcast billing department. How may I help you today, Mr. Williams?
Robert: I keep getting transferred around and so before I type out my issues for the FOURTH time are you in the billing dept? AND WILL you have access to the previous messages so I don't have to break my computer trying to type all this mess again?
Robert: if so it is your job to help me and helping me at this point would be YOU reading the messages and telling me how you can "help" me. This has gone WAY to far
JuvinerRCBL: Yes, I am from the billing department, Mr. Williams.
Robert: Ok so at this point can you please read through the messages from the last THREE people and you will see exactly what is wrong
JuvinerRCBL: I am now reviewing on the previous chat transcript you hasd the previous rep, Mr. Wiliams.
JuvinerRCBL: Just to set expectation, Mr. Williams, Comcast generates the bill a month in advance.
JuvinerRCBL: If we check the bill, the services covered is for 10/03 - 11/02. Even if it is billed 10/04.
Robert: So how am I 60 days late? How is my bill for THREE days and 29.99 install $130??? And how are you charging me of a service date as 9? 21??? All of that info is WRONG
JuvinerRCBL: I see here as well that on 9/22 you a Self install Kit was ordered on this account.
Robert: Correct and let me go to the first message IU typed and tell you for the 4th time what happen so give me just a second
JuvinerRCBL: Your bill started when your self-intall kit was given to you, Mr. Williams, that is on 9/22
Robert: We called and ordered it but when the tech came out he knocked on the door and advised me that I would have to schedule a professional installation. I called comcast that same day to tell them I would have to get permission. They told me to go ahead and cancel the service WHICH NOTHING HAD BEEN USED (I didn't even receive the modem in the mail yet). They told me once I got the modem to send it back bc when a tech came out they would have a new modem with them. AND in order not to be charged for service we would have to return the modem. I have spoke to 2 LIVE people to clarify the charge was dropped. First time was the same day the install guy came out. The second time was when I received a bill I called back and the told me "disregard that bill"
Robert: I DID NOT USE the service and the modem wasn't here til the 25th and was shipped back the next day
Robert: SO WHAT SERVICE on 9/22 am I being charged for??? The install THEY COULD NOT DO? The service I wasn't able to use? Or The modem I had to send back???
JuvinerRCBL: I do understand, what I am going to do here is request to have these charges removed to our higher tier department, Mr. Williams.
Robert: SO what should I do in the mean time? Send this entire message to everyone higher up I can think of??? How will I know when to pay my bill and how much to pay? Will you go out of your way to waste 3 hours talking to me because I dont have another 3 hours to spend chatting to the entire Comcast crew
Robert: This is ABSURD. And how long til I know what we should do as a customer as far as our bill?
JuvinerRCBL: May I please have a reliable contact number and email address, Mr. Williams?
Robert: 4044224472 is my new phone number as of yesterday. My email you can use is [email protected]
JuvinerRCBL: Thank you, let me process this for you, I will give you a reference number in a while so that so may follow up on its status, Mr. William.
Robert: Im sure you expect me to pay my bill on time as a "good" costumer so as a "good" provider I will need this issue resolved.
Robert: I would like to clarify before we end this conversation that... I/YOU don't know how much my bill is AND you don't know when my bill is due? Correct? Because you all are showing me to be 60 days past due and even with a 9/22 hook up (which wasn't received) I will need to know how you got that I am 60 days past due. I will hope that this is not going on my credit due to all the mix up and different information from all 6 employees I have talked to???
Robert: OH In fact I haven't even lived in Georgia for SIXTY days so there is some EXTREME mix up
JuvinerRCBL: Yes, that is correct, but if these issue will be settled your regular monthly bill should be at lease $42.41, Mr. Williams.
Robert: So what should I do as a "good" customer now?
JuvinerRCBL: Our higher tier department will contact you in regards to the update of this report, Mr. Williams, in the meantime you I will note in the accoutn not to interrupt your services.
Robert: And what is the reference number to this message
JuvinerRCBL: I am still working on this, Mr. Williams.
JuvinerRCBL: Mr. Williams, the report has been submitted and is now being actively worked on as we speak. Rest assured that this should be fixed remotely within 24-48 hours and we will be contacting you on the phone number you provided.in case you want to follow up on its status, you can simply contact us and present your reference number: #111005-000125
JuvinerRCBL: Is there anything else I can help you with today?
Robert: no
JuvinerRCBL: Thank you.
JuvinerRCBL: Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html? Fss=customer guarantee
JuvinerRCBL: I appreciate you taking the time to chat with us. I would appreciate your feedback about the service you experienced with me today. As a reminder, please take a moment to participate in the short survey that appears when you close this chat.
DID YOU NOTICE at the end your rep states "Mr. Williams, in the meantime you I will note in the accoutn not to interrupt your services."
IM SORRY... I have had internet for THREE days and it is going to get shut off???
I am beyond disappointed. I will call or email anybody and everybody I can think of until somebody of authority sees what I have had to deal with in the last two days.
I am not one to complain, my bills are paid on time, and I am a loyal customer. However, this situation is uncalled for and I would hope as a loyal provider somebody corrects ALL of the issues and compensates my account for what I have had to deal with.
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