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 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???
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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