Comcast Cable Failed to close my account, lied about my refund, avoided answers Santa Maria California
I cancelled my account on 4/6/09. I was being charged 65.99 per month and realized I could get Dish for 19.99 per month for a year. I switched immediately. When I returned my comcast box on 4/6, they said I would receive a credit of 32.35 within 10-14 days.
I received a bill for $60 on 4/25.
On 4/27, when I called to dispute the bill since I had cancelled my service, they said my service had in fact not been cancelled. While I complained incessantly, she assured me that my account would be cancelled immediately, my bill would not go to collections, and I would receive a refund my mail within 1-2 weeks.
Suspecting something, I called on 5/6, which was 9 days after I received a bill (and ironically, 4 weeks after cancellation) The represenative argued with me and told me that while my account WAS in fact cancelled on 4/6, the refund could not be processed until the end of my billing cycle, which was allgedly 4/27. On the same day, I called again and spoke to a supervisor. She told me that I would not receive my refund for 4-6 weeks from 4/28.
Still unsatsified, I decided to go online and chat with a representative today, 5/9/09. This represenative told me that the refund process began on 5/6 (hmm, the day I talked to two people) and that I would receive my refund within 4-6 weeks from that day, meaning June. I asked to speak to a supervisor. The supervisor is currently telling me that he misinformed me, she has thoroughly looked into my account, and that I would be receiving my refund 4-6 weeks from April 6th, when I cancelled my account. That means, they have until 5/20 for me to receive my check.
I am still chatting, after 45 minutes online with a supervisor, and I will update accordingly. I have asked the supervisor to give me all the 'notes' they have in their system beginning with 4/6. I intend on filing a complaint with the better business bureau.
Educare
santa maria, California
U.S.A.
1 Updates & Rebuttals
Educare
santa maria,California,
U.S.A.
Update
#2Author of original report
Wed, May 20, 2009
Well, I received an email telling me my bill was ready to be viewed on 5/16/09. I again logged into comcast's chat and chatted with an agent, who assured me that I should ignore that bill because my account was closed in good standing and I was in fact, issued a refund on May 6th. I asked when I would be receiving that and they told me 5/13/09. I said that was three days ago. They said they would escalate my issue, AGAIN, and gave me a ticket number confirming this and told me a supervisor would contact me within 48 hours. I told them that I had a ticket number for the first time I tried to have my issue escalated and they informed me that the ticket number the last agent gave me was in fact a ticket number confirming the cancellation of my account. Amazing!
On 5/17, which was a Sunday, I logged in again and asked to speak to a mngr immediately. I was told they were in a meeting and unavailable. I waited for 90 minutes at which point, the agent said they needed to close the chat. I logged right back in and asked about my refund-the agent said that my refund would be available for pick-up at my local comcast center. I questioned how that was possible when it was allegedly in the mail just two days ago, and they said the local center could answer all of my questions.
Just out of curiousity, I went to the local center on Mon 5/18, of course, they don't have refund checks there. I asked to speak to a supervisor. The supervisor told me that my issue HAD been escalated to a case manager and gave me both a 1800# and the woman's direct line. The woman had also left me a mssg, I learned when I got home.
I spoke with the woman today, 5/20, six weeks after my account was closed. I have not received a refund. She told me refunds for my area were mailed from Philadelphia and she sincerely apologized for all of the inconveinces. She told me that all of the agents who I had ID codes for would be coached, especially the one who told me to pick up my refund at the local center. She said she would work with me directly until I received my refund and she will begin to see if she can trace the refund check tomorrow. We shall see.