Complaint Review: Comcast - Atlanta Georgia

In May of 2017, I went online to chat with a Comcast representative about switching my old plan and finding something more affordable. I told the representative that I was willing to give up one of my TVs and turn off the cable box. I am a senior and have limited transportation so, I could not bring the cable box back to one of their stores. The representative said that would be fine and that they would just turn that cable box off. He said that with the exception of that cable box being turned off, everything else would remain the same. I have a bundle package which includes, TV, internet and phone service. He said that the new price per month would be $123.31. I asked him if, this included all taxes and fees. He said yes and said that contract was good for two years. Somehow, we ended up getting disconnected. I was able to reconnect with a new agent online. She said that she would continue with the process and once again she said the amount would be $123.31 a month for two years. Once gain, I asked did that include all fees and taxes and she said yes. I went ahead and signed the contract. I thought everything was final.

I kept receiving monthly statements that were for more than $123.31. I kept sending $123.31 and including a letter to the billing department stating that I had a new contract and that this was the new and correct amount. When, I called the billing department, they said it takes time for the bill to be adjusted and not to worry about it. After three months of recieving bills with different amounts each month, I called Comcast again. I spoke to a representative at Comcast and she said that $123.31 was the correct amout for my monthly bill. I asked her if, she could get this straightened out with the billing department. She said that it would be taken care of. Now, three representatives at Comcast have told me that my bill is $123.31. I kept getting additional bills from Comcast.

In October 2017, Hurricane Irma hit Florida. My cable line came down and was hanging on the ground. This was dangerous and unsafe. I have a gardener take care of my yard and the county cuts vegetation near my property. I did not want anyone to get hurt. I called Comcast to come out and fix it. They did not send anyone out until, I told them that not only was it unsafe but that I was having trouble with static and people could not hear me on my phone. Finally, they sent two technicians out.  They went in my attic, checked my phone and internet. They found nothing wrong inside the house so, they went outside to fix the cable. I thought that they were going to connect the cable overhead to the pole like it was originally. Instead, they put in a new cable box and cable that ran along the ground. That did not bother me. I asked them when the cable would be buried. The told me that within a day or two, someone would come out and bury the cable.

A week went by, no one came by. I called Comcast and asked if, someone was coming out. They set up an appointment. No one showed. I called again and they set up a new appointment for Thanksgiving Day. I thought that was strange but the representative reassured me that someone would be there. No one showed up. By this point, I was getting sick of it. My gardener had to watch where he cut the lawn and had to remind his crew. The county came out to cut vegetation that was very close to the new cable and I had to run out chasing them so that they would not cut the cable. Comcast did not even put up flags or markers to indicate that there was a cable there. I called comcast again and said that I wanted to speak to a Supervisor. I did not get to talk to a Supervisor but the representative told she was sending someone out and that I would need to be home. I asked her why I needed to be home if, the technician was only working outside. She said that someone over 18 needed to be home. She gave me a confirmation number and a two hour window. My daughter stayed home from work for the two hours. Finally, the technician from Comcast arrived. He said that he needed to come inside the house and install two outlets. My daughter asked him what he was talking about and showed him the outside cable that needed to be buried. He said that he did not do that and that he was given the wrong work order. She was very angry because she was missing work for this and no one was fixing the problem. He called Comcast and told them that they needed to send someone to bury the cable. She called Comcast as well. She told them that she was missing out on pay from her job and that nothing was accomplished. A Supervisor was put on the phone and told her that it might take up to a week before, the cable would be buried. He said that Comcast needed to get a permit, put out safety flags and check if, there were any pipes undergroung first. My daughter told him that no one at Comcast had mentioned this before and that three different appointments were scheduled to bury the cable. She told him that she had stayed home from work because the Comcast representative said someone needed to be home. He said that no one needed to be home and that he would credit the account $20. My daughter missed out on more than $20 worth of pay.

During the conversation, the Supervisor brought up that $111 was past due on the account. My daughter said that she did not know about that but, what did that have to do with sending out someone from Comcast to fix a cable that was a safety hazzard and that was their responsibility. The next day, someone from Comcast came out and buried the cable. I did not know it until, I came home from work and saw it.

Once again, I am receiving past due bills for around 90 dollars because the $20 credit was removed. I called Comcast again. The representative said that I was misinformed and that the total each month should be $143.28 with fees and taxes. I said to her that I would have paid that amount all along if, I was told that from the beginning. I asked her if, they could waive the past due amount since I was misinformed by three Comcast reoresentatives about the amount. She said that she would put in a complaint and a dispute for the charges because I was giving the wrong monthly amount. Nothing was done about this and I was still getting past due bills. I called again, the representative said that Comcast had sent me a letter stating that they would NOT waive the past due amount. I told her that I never received any letter. I also, asked her why I was charged a $9.50 late fee when the payment was received on time. She said they received it on the fourth. I told her that another Comcast representative told me that I had until the 7th of the month before, it was considered late. She credited me the late fee of $9.50 and told me that payment needed to be there by the third or it was late. Again, I was misinformed by a Comcast representative.

I believe that my past due payment of around $87 ( do not know exact amount because it keeps changing) should be waived because I was misinformed by three Comcast representatives. I was told by all three that I should only pay $123.31 including taxes and fees. Besides, the $87 should just be waived due to their incompotency, my daughter missing pay from work and the constant aggravation. Comcast/Xfinity/Cox Media or whatever they are calling themselves now, is a company that hires liars and incompotent people. They subcontract most of their technicians which is not how they depict their services in their commercials. These are NOT technicians that just work for Comcast. These subcontractors are called by Comcast and paid by Comcast if, they do the work. If, they do not do the work like the technician who was sent to my house with the wrong work order, they do NOT get paid. Many of the representatives from Comcast are Not even calling from a Comcast call center.