After seeing many of the other Comcast posts lately, I’m humbled at how well some other folks have documented and prepared their side of the story against Comcast. It’s disappointing however that it takes that level of diligence and time-commitment to defend one’s self as a consumer against of company like Comcast (who claims to have excellent customer service despite blattantly fleecing it’s customers at every opportunity). Soooooo frustrating and infuriating…
So here’s my Comcast story: I am only a Comcast customer for internet (due to wanting to deal with them as little as humanly possible). I previously had a mid-range internet package which cost $64/month including modem rental. On 6 Aug 2013, I upgraded our internet service to the fastest available package, which cost $122.95/month (a monthly premium increase of $55.95)
So everything is fine and dandy for the next six months (relatively speaking, I’m just going to gloss over the standard connectivity issues and throttling and such). When Comcast had installed our service initially, they left a coax cable running from the house to the drop near the sidewalk unburied. Just completely exposed to mowing and the elements. They said they’d return to deal with it and never did. The home owner’s association finally got on my back about it so I called to have a tech come out and finish the job (a year or 2 later).
When the tech came out to bury the cable, he noted that our modem was an older model and incapable of handling the speeds of the package we were paying for. He said he’d report the issue and we’d be refunded the 8 months of premium differences ($55.95 * 8 = $447.60).
Surprise, surprise! That never happened. I called about 4 weeks later and told the whole story to about 3 different people before they transferred me to billing to complete the account credit. Billing immediately put me on hold and the call was disconnected moments later. That call, and each subsequent one for the same purpose, took about 90 minutes of verbal teeth-pulling and debating with irrational script-reading robots.
I called twice the first month that the credit didn’t show up on my account, and once a month after that for a few months before I could no longer keep up with it psychologically. Comcast had beaten me by attrition, I hate to admit.
All in all I’ve spent approximately 10 mind-numbing hours on the phone with Comcast customer service and have accomplished nothing. Most recently they have repeatedly claimed that they have no record of me ever calling to complain and that since this incident was over 6 months ago, they don’t need to do anything about it. …despite me producing phone records indicating that I made these calls. So I don’t know what else to do at this point other than make a reddit post and hope for the best. $450 is not chump change to me.
COMCAST: My account number is xxxxxx3713205 and I live in Havre de Grace, MD. Let’s catch up. I feel horrible about the way we left things. Sincerely I do.
posted by: reeecheee
