In a phone call to Comcast in March regarding an unrelated issue to this claim I was told by the Customer Service Agent that I was being charged for an extra On Demand Box which I did not have. I only had one On Demand Box included in my package and did not ask for another at any time during my service with Comcast. I had been charged an additional $9.99/mo since July until March. That amounts to about $320.00!
During this conversation, I was told that the Customer Service Agent created a ticket number to allow for an investigation to begin to locate this piece of equipment and to be sure I did not have it. The agent also sent a signal to the equipment which did verify that it was not in my home. He said I would be contacted in 3-5 weeks.
After no phone call was received I called Comcast again on May 21. I spoke with a Customer Service Agent and was told that my ticket number was invalid due to some error on their end. She then created another ticket number and told me I would be contacted within 24 hours.
I was not contacted as promised so I called again a couple of days later at which time I spoke with a Customer Service Agent from India and could not understand her clearly at all and I had a hard time making her understand my issue. Eventually, she said my ticket number was not updated so she could give me no information.
I called back a couple of days later and spoke with a Customer Service Agent in St. Louis (only after I pressed the button to allow a customer service rep to call me to get feedback on my call, however, I never received this call). During this conversation, I was told by the very sympathetic CSA that she would DEFINITELY call me back in two days. Not surprising I never received a call.
After researching online, I am finding that I am not the only one with this problem with Comcast. On July 16, I found the number for the Executive Offices in Philadelphia, PA and placed a call to them. I spoke with a lady who said I would be contacted by the end of business today (after holding for about 10 minutes). I am awaiting that call as I type but I am not hopeful this will be resolved. I also sent an email directly to Rick Germano, Senior Vice President of Customer Operations about this issue.
Do not use Comcast. They have been the worst service company I have ever had to deal with.
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