Complaint Review: Comcast

Comcast does not give a d**n about you. They will not take responsibility for anything they do. I have had them for over 10 years and over the last 6 years they have managed to slither their way into my wallet in the form of random rate increases to the tune of $260 per month!!! At one point I apparently had 5 cable boxes and at least one modem rental. I have never had more than two at a time, one of them being the dinky little “main” cable box.

I filed a complaint against them with the BBB and got a NIGHTMARE representative named Luis J.

I explained that a rep calling himself an “escalation agent” located (where else!) out-of-country promised me a free month of service after Comcast drafted almost $400 out of my account around Christmas time (!!!) when they were only authorized to take $187.00 which resulted in three(3) NSF fees of $35. This “rep” told me they couldn’t refund the fees but when I threatened to cancel he offered me a month free.  Afterwards he tried to sell me the sun and moon and when I refused he became rude and eventually “got disconnected”. The free month never happened and they kept telling me “there is no record if it”.

I also had the TERRIBLE experience of speaking with the WORST manager EVER at an Xfinity location named Vanessa Johnson. She was terribly rude and basically called me a liar. The day after I left her a service suspension train began and has been going on ever since.

I pulled every single bill statement from 2009 to 2016. Of course, Comcast doesn’t want to let me see anything over a year online so I had to dig them up in my garage but, believe me, I learned to keep the paper statements a LONG time ago.

Based on the statements and the itemization on THEIR bills, I was charged for one standard box and 3 HD DVR boxes at $9 per month! Let’s not forget the Modem! I have had my own modem since the internet called for them and have NEVER had one from Comcast. They have been charging me a $6 modem fee since 2010.

LET’S CALCULATE, SHALL WE??

So, Comcast wants to curtly deny me a month of free service? Ok, FINE… but let’s see how much I paid Comcast for services I never had…

07/01/2009 thru 01/01/2015 = 66 months

I had ONE HD DVR and ONE STANDARD BOX and NO MODEM.

2 (x) $9 (+) $6 = $24 per month

$24 per month for 66 months = (DRUMROLL, PLEASE!) $1,584.00!!!

$1,584.00 PAID TO COMCAST FOR SERVICES I NEVER EVER EVEN HAD!!!!

They have overbilled me to the tune of $1,584.00 in a 5.5 year period but the idea of giving me a month of free service at a measley amount in comparison is unheard-of??? WOOOOOOW.

The best part of this? They informed me when I asked how to get them out of my life forever that I am UNDER A TWO YEAR CONTRACT!! I have NEVER been under contract and now I am conveniently stuck with them?

After all of this was argued with BOTH of the reps, Luis told me there was nothing else he could offer me and “we are not going to reverse policy to keep you as a customer, we just aren’t”. DISGUSTING.

Oh! I didn’t even mention the notes in their “system”. An off-shore agent (shocker) told me in a chat that she cannot help me. When I asked why she copied and pasted the notes Luis J. put in the system:

THE CUSTOMER MADE CONTACT AGAIN VIA EMAIL COMMUNCATION

AND IS VEERY UPSET THAT SERVICES WERE SUSPENDED. THE CUSTOMER

CLAIMED THAT WE NEVER FOLLOWED UP WITH THEM. I SENT AN EMAIL REPLY WITH AN ATTACHMENT OF THE PREVIOUS EMAIL COMMINICATIONS RECEIVED AND REPLIES SENT WITH THE MOST RECENT ON 5/31/2016 ADVISING THAT THE ACCOUNT REVIEW WAS COMPLETED. WE WERE NOT ABLE TO SUBSTANTIATE THE CUSTOMER'S CLAIM THAT A FULL MONTH OF CREDIT WAS OFFRED DUE TO A DUPLICATE PAYMENT DEBITED FROM THEIR ACCOUNT. THE DOCUMENTATION REFLECTED ON THE ACCOUNT IN REGARD OF AN ADJUSTMENT WAS DUE TO A DUPLICATE PAYMENT IN THE AMOUNT OF $196.97 BEING REVERSED BACK TO THE CREDIT CARD USED TO MAKE THE PAYMENT WHICH WAS COMPLETED ON 11/20/2015. I APOLOGIZED FOR ANY INCONVENIENCE THIS MAY HAVE CAUSED HOWEVER, WITHOUT SUFFICIENT DOCUMENTATION WE WOULD NOT BE ABLE TO PROVIDE A CREDIT FOR ONE MONTH OF SERVICE AS THIS IS ONLY PROVIDED IF SERVICES WERE NOT RENDERED, NOT FOR CUSTOMER SERVICE ISSUES. UNFORTUNATELY WE WOULD NOT BE ABLE TO RESTORE SERVICE WITHOUT PAYMENT BEING MADE FOR THE COMPLETE PAST DUE BALANCE AS WE HAVE EXHAUSTED ALL PAYMENT EXTENSIONS AND PREVIOUS PROMISE TO PAY THAT WERE SET UP WERE NOT KEPT. THIS IS OUR FINAL DECISION.