I moved in the middle of October and decided to get a service provider for the switch over to HD. I logged into the online customer service site for Comcast and proceeded to order the basic service. After IMing back and forth with a Comcast Customer Care Specialist for 20 minutes, I had my package set, my installation date and my confirmation number. It was that easy, or so I thought. Before logging out I printed the essential portion of our online conversation and I requested an email confirmation summarizing our agreement. The written agreement states that I ordered Limited Basic Cable for $15.80 a month and “enjoy your FREE installation and FREE Service Protection Plan (SPP) for better satisfaction.”
On October 24 the Comcast technician came and ran the cable line. I gave him a check for $15.80 as directed by the Customer Care Specialist and by our written agreement. I was told by the Customer Care Specialist and in the written agreement that my first bill would be at $0.00.
My first bill came in the mail totaling $ 48.08. I contacted Comcast and the Customer Service Representative stated that they had no record of an agreement for free installation or service. The representative requested that I fax a copy of the agreement, which I did, and that he would have a manager look at it. Another bill came and it continued to include an installation fee. When I called again, again I was asked for a copy of the agreement, this time by email, so again I complied. A week later I called to make sure that either the faxed or emailed copies were received. I was told that the agreement was in the system and that my account would be credited by a supervisor. A few days later I received a collection letter, so I called again, but this time to cancel the service. On this occasion the Customer Service Representative assured me that she had the agreement and that she had the authority and ability to provide me with a “courtesy” credit for the installation.
My next bill did indeed have the installation credit, but it also had a charge for a Service Protection Plan. I picked up the phone yet again, requesting to cancel my service.
I was assured that the Service Protection Plan charge would be credited (courtesy) and that there would be no further difficulties with my account.in fact, the monthly fee was decreasing, which the current bill did reflect ($14.40).
Next bill comes and the Service Protection Plan charge had indeed been credited to my account, however the bill included a Change of Service Fee and the removal of my FREE Service Protection Plan.
My final call was made to cancel Comcast once and for all, knowing in my heart and mind that this amount of error/incompetence was too prevalent and consistent to be an anomalous hiring misfortune for the company, but must be company sanctioned, encouraged and cultivated.
During my final call I was told that a technician would disconnect the line on February 23 before the next billing cycle. The technician did not come on that date, but came on March 2, the day of a significant snow fall; I was home because school was closed due to the weather.
I have made payments totaling $62.80 for four service periods: 10/24-11/24,11/24-12/24,12/24-1/24, and 1/24-2/24. I believe that based on my written agreement, I do not owe Comcast a cent.
Comcast’s business practices are egregious and consumers need to be protected. If you can not require that Comcast operate with integrity, at the very least warn unknowing consumers.
Sincerely,
P. Martin
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