- Report: #1487094
Complaint Review: Comcast -
-
Author Confirmed
Why?
Comcast
United States
Web:
Xfinity.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Comcast Xfinity billed a closed account for three years. Wheaton, Illinois
We recently discovered that Comcast had been charging us for cable TV, internet and phone services at a prior residence we sold in November 2016. Comcast has continued to charge us each month since November of 2016 for the previously mentioned services at our old address. As a result, we have paid almost $3500 for services we've never used, while also paying Comcast for cable, internet and phone at our current address.
We have been in contact with Comcast about this issue no less than six times since October 13, 2019 and they keep giving us the runaround. First, they couldn't even identify our previous account. Then we were told a supervisor would call us back. We never received a call.
We were told on October 20th that we'd be refunded in 7-14 days, but another conversation on October 26th revealed that there was a "hold up" because we needed to provide physical proof that we moved. None of the other representatives we spoke with mentioned that we needed to provide documentation proving we'd sold our property.
We brought documents that prove we moved from our old residence to a local Xfinity store which the sales representative scanned into Comcast's electronic system.
On October 29th, the day after we brought the documents to the Xfinity store, we called Comcast to follow up. We were told that the stores and the call centers use two different systems and that we'd have to wait for a response from the store since the representative there had escalated our case.
Meanwhile the representative at the Xfinity store told us that according to the case file the documents were all they needed to initiate a refund.
In the meantime, we have representatives continually calling us about "collecting" payment for the last few months on our old account which is due to our disputing the most recent payments with our credit card.
Still no refund.
2 Updates & Rebuttals
Ilene
Wheaton,Illinois,
United States
Just checking...
#2Author of original report
Thu, October 31, 2019
So companies should be able to bilk you out of thousands of dollars for services they deliver erroneously to a former address if you don’t notice?
Robert
Irvine,United States
Responsibility
#3Consumer Comment
Thu, October 31, 2019
Based on your narrative, they were able to charge your credit card around $100/month for THREE years and you failed to realize it. Sorry but all this shows is your lack of an ability to manage your accounts.
This wasn't a $5/month bill that someone could claim they would miss. This was about $100 a month, which to a lot of people is a significant amount of money. So this either means that you fail to spend even a minimal amount of time to reconcile your monthly statements to compare your known charges, or this amount was so small you didn't care about it.
At the very least when you cancelled your service (if in fact you did), you should have been reviewing your statements very closely for a couple of months to make sure the charges did go away. Which again you apparently failed to do.
Don't get me wrong. Had you discovered this in the first couple of months and they were giving you the "runaround" for a refund, we would be right there with you. But after 3 years, this becomes 100% YOUR responsibility. As Federal Regulations only allow you 60 days to dispute a charge, again you waited THREE years.
As for a refund. I don't know why they are saying you would be getting one and not sending it, but that is not really the point here other than they may just be telling you that to get rid of you as quickly as possible. As right now there is nothing to show you are entitled to a refund, and if you end up getting anything more than a couple of months refunded consider yourself VERY lucky.
