Comcast
Promised $15 Phone Rate Denied After Cancellation Request

I am currently a Comcast customer.

(All of the verbal communication with Comcast that is described in this report was recorded by me)

My promotional contract expired about the end of April. Unfortunately, I had forgotten about the promotion expiring after a year and was surprised to see a bill that was twice what I had been paying. A company who truly cares about their customers would give them advance notice of an expiring promotion as a basic courtesy, not Comcast.

In lieu of this display of poor customer service, I called to cancel all my services (phone/internet/cable TV) and they responded by offering a promotion of $15.00 a month for my phone service, to which I agreed. This was done in response to an offer I had been given by Vonage when I was researching alternative telephone services.

When Comcast didn't have the promotion implemented by the agreed to date, I called them to find out why. After a string of transfers and discrepancies from one rep to another, I finally got to a rep who stated that they did see where I had been promised the promotion as originally offered and that it would be implemented, they had dropped the ball.

Again, I called to check the new phone service option (voice mail) that had been promised me and again it wasn't working.

I called Comcast again and they said they saw no record of them ever making that pricing promise to me.

I sent a letter to the Public Utility Commission of Texas regarding this. This resulted in a Comcast rep calling me and listening to the recording I had made confirming the pricing package they offered me to renew. She agreed, apologized and stated that she would resolve this matter.

About a week later I received a letter from the Public Utility Commission stating that they had received word from Comcast that basically I had misunderstood the offering, that it had been an offering to UPGRADE the service for an additional $15.00 a month.

I recorded these conversations which I reviewed and there was NEVER an instance mentioned of an UPGRADE to the existing service.

Comcast twisted the truth when they reported their findings to the Public Utility Commission of Texas.

I've since responded to their (PUC) summation of the situation advising they had been lied to by Comcast.

So far, Comcast hasn't provided an ETHICAL response to this situation.

Company: Comcast
Country: USA
State: Texas
City: Dallas
Site: comcast.com

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