Complaint Review: Comcast - Nationwide

CHAT ID: 3AA98BA9-B0D2-4478-9D1E-944B86A8CB75

Problem: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv

Anonymous_ > My Issue: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv

Josie > Hello Anonymous_, Thank you for contacting Comcast Live Chat Support. My name is Josie. Please give me one moment to review your information.

Josie > Glad to have you on chat.

Anonymous_ > ice was not possible at my address due to someone else all ready getting service through the same lines.

Anonymous_ > now the third party company expects me to report back to them with a confirmation number of sorts; this is in fact a waste of my time.

Anonymous_ > I was expecting a lot more from a company so large, I want this taken care of without me having to contact a third party company and also I want to make sure no one is trying to play games with my deposit, I will take it to court over 50 or 60 bucks if that kind of crap is happneing

Josie > May I know when did you sign up for Comcast service?

Anonymous_ > I signed up for the 105 mg speed plan on the 11th of last month

Anonymous_ > they were supposed to send my a self install kit w/ modem

Josie > Thank you for providing that information.

Anonymous_ > a week passed without so I called cs they said that particular modem would be delayed

Anonymous_ > another week passed I called cs again they said they had ********* as my address they suggested I visit cs center since I was upset over how long it was taking

Anonymous_ > I went to cs center they still had ********* as my address and then they said service was not pos as there was an account holder all rdy there

Anonymous_ > I made you guys aware of this when I initially called and was told the opposite

Josie > To check on your account, let me connect you to our Sales department to check the status of of the order.

Anonymous_ > so thats half a month without internet, and now you guys are asking me to return nonexistent equipment

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Anonymous_ > My Issue: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv

Josie > Hello Anonymous_, Thank you for contacting Comcast Live Chat Support. My name is Josie. Please give me one moment to review your information.

Josie > Glad to have you on chat.

Anonymous_ > ice was not possible at my address due to someone else all ready getting service through the same lines.

Anonymous_ > now the third party company expects me to report back to them with a confirmation number of sorts; this is in fact a waste of my time.

Anonymous_ > I was expecting a lot more from a company so large, I want this taken care of without me having to contact a third party company and also I want to make sure no one is trying to play games with my deposit, I will take it to court over 50 or 60 bucks if that kind of crap is happneing

Josie > May I know when did you sign up for Comcast service?

Anonymous_ > I signed up for the 105 mg speed plan on the 11th of last month

Anonymous_ > they were supposed to send my a self install kit w/ modem

Josie > Thank you for providing that information.

Anonymous_ > a week passed without so I called cs they said that particular modem would be delayed

Anonymous_ > another week passed I called cs again they said they had ********* as my address they suggested I visit cs center since I was upset over how long it was taking

Anonymous_ > I went to cs center they still had ********* as my address and then they said service was not pos as there was an account holder all rdy there

Anonymous_ > I made you guys aware of this when I initially called and was told the opposite

Josie > To check on your account, let me connect you to our Sales department to check the status of of the order.

Anonymous_ > so thats half a month without internet, and now you guys are asking me to return nonexistent equipment

Josie > Please stay connected to the chat for the next available representative. Thank you for choosing Comcast for your entertainment needs.

Josie > Please wait, while the problem is escalated to another analyst

Anonymous_ > My Issue: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv

Javed > Thank you for contacting Comcast Chat Sales where our top priority is making sure you are set up with the Comcast services that meet your needs. I will be providing you the best customer service experience with the best services in the market.

Anonymous_ > CHAT ID: 3AA98BA9-B0D2-4478-9D1E-944B86A8CB75 Problem: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv Anonymous_ > My Issue:

I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv Josie > Hello Anonymous_, Thank you for contacting Comcast Live Chat Support. My name is Josie. Please give me one moment to review your information. Josie > Glad to have you on chat. Anonymous_ > ice was not possible at my address due to someone else all ready getting service through the same lines. Anonymous_ > now the third party company expects me to report back to them with a confirmation number of sorts; this is in fact a waste of my time. Jo

Anonymous_ > Anonymous_ > I was expecting a lot more from a company so large, I want this taken care of without me having to contact a third party company and also I want to make sure no one is trying to play games with my deposit, I will take it to court over 50 or 60 bucks if that kind of crap is happneing Josie > May I know when did you sign up for Comcast service? Anonymous_ > I signed up for the 105 mg speed plan on the 11th of last month Anonymous_ > they were supposed to send my a self install kit w/ modem Josie > Thank you for providing that information. Anonymous_ > a week passed without so I called cs they said that particular modem would be delayed Anonymous_ > another week passed I called cs again they said they had ********* as my address they suggested I visit cs center since I was upset over how long it was taking Anonymous_ > I went to cs center they still had ********* as my address and then they said service was not pos as there was an account holder all rdy there Anonymous

Anonymous_ > I made you guys aware of this when I initially called and was told the opposite Josie > To check on your account, let me connect you to our Sales department to check the status of of the order. Anonymous_ > so thats half a month without internet, and now you guys are asking me to return nonexistent equipment

Javed > Anonymous,please allow me a minute to pull up your account?

Anonymous_ > sure

Javed > Anonymous,AS I can see that your account is disconnected Am I correct?

Anonymous_ > I would hope so I had to cancel service since service was not possible

Anonymous_ > I was informed my deposit would be mailed to me within 4-6 weeks

Javed > Thank you.

Javed > Anonymous,if you would like to resume the services again I need to create a new account for you again.

Anonymous_ > I'm not eating my deposit because you guys lost a modem.

Javed > Anonymous,as I am from the sales department for th deposit refund I need to transfer you to the billing team. if you allow me to do that for you?

Anonymous_ > yes

Javed > Thank you.

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CHAT ID: 3AA98BA9-B0D2-4478-9D1E-944B86A8CB75

Problem: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv

Anonymous_ > My Issue: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv

Josie > Hello Anonymous_, Thank you for contacting Comcast Live Chat Support. My name is Josie. Please give me one moment to review your information.

Josie > Glad to have you on chat.

Anonymous_ > ice was not possible at my address due to someone else all ready getting service through the same lines.

Anonymous_ > now the third party company expects me to report back to them with a confirmation number of sorts; this is in fact a waste of my time.

Anonymous_ > I was expecting a lot more from a company so large, I want this taken care of without me having to contact a third party company and also I want to make sure no one is trying to play games with my deposit, I will take it to court over 50 or 60 bucks if that kind of crap is happneing

Josie > May I know when did you sign up for Comcast service?

Anonymous_ > I signed up for the 105 mg speed plan on the 11th of last month

Anonymous_ > they were supposed to send my a self install kit w/ modem

Josie > Thank you for providing that information.

Anonymous_ > a week passed without so I called cs they said that particular modem would be delayed

Anonymous_ > another week passed I called cs again they said they had ********* as my address they suggested I visit cs center since I was upset over how long it was taking

Anonymous_ > I went to cs center they still had ********* as my address and then they said service was not pos as there was an account holder all rdy there

Anonymous_ > I made you guys aware of this when I initially called and was told the opposite

Josie > To check on your account, let me connect you to our Sales department to check the status of of the order.

Anonymous_ > so thats half a month without internet, and now you guys are asking me to return nonexistent equipment

Josie > Please stay connected to the chat for the next available representative. Thank you for choosing Comcast for your entertainment needs.

Josie > Please wait, while the problem is escalated to another analyst

Anonymous_ > My Issue: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv

Javed > Thank you for contacting Comcast Chat Sales where our top priority is making sure you are set up with the Comcast services that meet your needs. I will be providing you the best customer service experience with the best services in the market.

Anonymous_ > CHAT ID: 3AA98BA9-B0D2-4478-9D1E-944B86A8CB75 Problem: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv Anonymous_ > My Issue:

I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv Josie > Hello Anonymous_, Thank you for contacting Comcast Live Chat Support. My name is Josie. Please give me one moment to review your information. Josie > Glad to have you on chat. Anonymous_ > ice was not possible at my address due to someone else all ready getting service through the same lines. Anonymous_ > now the third party company expects me to report back to them with a confirmation number of sorts; this is in fact a waste of my time. Jo

Anonymous_ > Anonymous_ > I was expecting a lot more from a company so large, I want this taken care of without me having to contact a third party company and also I want to make sure no one is trying to play games with my deposit, I will take it to court over 50 or 60 bucks if that kind of crap is happneing Josie > May I know when did you sign up for Comcast service? Anonymous_ > I signed up for the 105 mg speed plan on the 11th of last month Anonymous_ > they were supposed to send my a self install kit w/ modem Josie > Thank you for providing that information. Anonymous_ > a week passed without so I called cs they said that particular modem would be delayed Anonymous_ > another week passed I called cs again they said they had ********* as my address they suggested I visit cs center since I was upset over how long it was taking Anonymous_ > I went to cs center they still had ********* as my address and then they said service was not pos as there was an account holder all rdy

there Anonymous

Anonymous_ > I made you guys aware of this when I initially called and was told the opposite Josie > To check on your account, let me connect you to our Sales department to check the status of of the order. Anonymous_ > so thats half a month without internet, and now you guys are asking me to return nonexistent equipment

Javed > Anonymous,please allow me a minute to pull up your account?

Anonymous_ > sure

Javed > Anonymous,AS I can see that your account is disconnected Am I correct?

Anonymous_ > I would hope so I had to cancel service since service was not possible

Anonymous_ > I was informed my deposit would be mailed to me within 4-6 weeks

Javed > Thank you.

Javed > Anonymous,if you would like to resume the services again I need to create a new account for you again.

Anonymous_ > I'm not eating my deposit because you guys lost a modem.

Javed > Anonymous,as I am from the sales department for th deposit refund I need to transfer you to the billing team. if you allow me to do that for you?

Anonymous_ > yes

Javed > Thank you.

Javed > Please stay conneected while i transfer you to the billing team.

Anonymous_ > sure

Javed > Thank you.

Javed > Please wait, while the problem is escalated to another analyst

Lizza > My pleasure to have you on this chat! Hope you're doing fine, Anonymous.

Anonymous_ > hi

Lizza > To confirm that I understand your concerns today, you would like to check if when are you going to receive your deposit, am I right?

Anonymous_ > My main concern is that you guys lost a modem and are going to try to snake my deposit.

Lizza > Oh, did you return the modem?

Anonymous_ > do you have a chat history of my session here

Anonymous_ > Problem: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv Anonymous_ > My Issue: I received a text about an equipment return, the

issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv Josie > Hello Anonymous_, Thank you for contacting Comcast Live Chat Support. My name is Josie. Please give me one moment to review your information. Josie > Glad to have you on chat. Anonymous_ > ice was not possible at my address due to someone else all ready getting service through the same lines.

Anonymous_ > now the third party company expects me to report back to them with a confirmation number of sorts; this is in fact a waste of my time. Anonymous_ > I was expecting a

Anonymous_ > lot more from a company so large, I want this taken care of without me having to contact a third party company and also I want to make sure no one is

trying to play games with my deposit, I will take it to court over 50 or 60 bucks if that kind of crap is happneing Josie > May I know when did you sign up for Comcast service? Anonymous_ > I signed up for the 105 mg speed plan on the 11th of last month Anonymous_ > they were supposed to send my a self install kit w/ modem Josie >

Thank you for providing that information. Anonymous_ > a week passed without so I called cs they said that particular modem would be delayed Anonymous_ > another week

passed I called cs again they said they had ********* as my address they suggested I visit cs center since I was upset over how long it was taking Anonymous_ > I went

to cs center they still had ********* as my address and then they said service was not pos as there was an account holder all rdy there Anonymous_ > I made you guys aware of

Anonymous_ > this when I initially called and was told the opposite Josie > To check on your account, let me connect you to our Sales department to check the status of of the order. Anonymous_ > so thats half a month without internet, and now you guys are asking me to return nonexistent equipment

Lizza > Im checking, Anonymous.

Lizza > Thank you for patiently waiting.

Lizza > Anonymous, This is to ensure I have the right account up, can you please verify the last 4 digits of your SSN registered on the account?

Anonymous_ > ****

Lizza > ty'

Lizza > Thank you.

Lizza > Anonymous, I have checked it with my higher team and we would like to assure you that your deposit of $50.00 will not be used to compensate the missing equipment. Thus, if your account is $0.00 balance, you will receive the refund pf the $50.00 depost in full. And if there are any charges left on your account as your final bill will be deducted from your $50.00 deposit.

Anonymous_ > Should I assume my account has a balance even though I never got connected and canceled it within a month?

Lizza > As I can see here, there is a balance of $45.34. But this is not final yet. I can see here that your service was disconnected last 09/07/2014. Please allow at least 2 weeks for you to receive your final bill.

Lizza > Your final bill will the one you are going to settle.

Lizza > You can pay for your final bill manually so you may receive your deposit of $50.00 in full.

Anonymous_ > Lizza why would I pay for a service which I received no use out of at the fault of the company I was receiving it from.

Anonymous_ > This chat reads like a comic

Lizza > As I mention above, that is not the amount you are going to pay. Please do not ignore it as you are not obliged to pay it. Im just saying that if there will be any charges after 2 weeks when you receive your final bill, then that will be the amount that you will be paying.

Anonymous_ > So I will be billed for 0.00

Anonymous_ > good

Lizza > Most probably. All we have to do is to wait within 2 weeks to receive your final bil.

Lizza > *bill

Anonymous_ > Just to make sure, the bill will be reduced to nothing and I will get my deposit back.

Anonymous_ > in full

Lizza > Yes.

Anonymous_ > no what about this third party company and the "missing" equiment

Anonymous_ > I resent having to fetch a number for them from guys

Anonymous_ > you guys*

Lizza > No worries. I have already forwarded it to our higer team so they will take care of this.

Lizza > I mean, regarding the equipment.

Anonymous_ > Good so 0.00 bill, deposit 4-6 weeks and I don't have to present that company with a number, is that correct

Lizza > Yes, Anonymous.

Anonymous_ > good, have a nice day

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10-22-14

user Anonymous has entered room

analyst MaKristie has entered room

MaKristie: Hello Anonymous_, Thank you for contacting Comcast Live Chat Support. My name is MaKristie. Please give me one moment to review your information.

MaKristie: It's a pleasure having you here on this chat! Thank you for giving me the opportunity to assist you today. Our goal is to provide you with a consistently excellent customer experience - that's our guarantee.

Anonymous_: My Issue: I am being contacted by debt collectors for a nonexistent modem, this is the second debt collection company to do this; I was here with support before and was told that this would not happen.

MaKristie: Anonymous, I do understand you have questions with your bill. No worries! Let me go ahead and assist you with that in the best way that I can.

Anonymous_: Lizza > No worries. I have already forwarded it to our higer team so they will take care of this. Lizza > I mean, regarding the equipment. Anonymous_ >

Good so 0.00 bill, deposit 4-6 weeks and I don't have to present that company with a number, is that correct Lizza > Yes, Anonymous. Anonymous_ > good, have a nice day

MaKristie: Thank you for providing that information.

Anonymous_: CHAT ID: 3AA98BA9-B0D2-4478-9D1E-944B86A8CB75

MaKristie: Let me go ahead and check on your account.

MaKristie: Thank you.

MaKristie: Thank you for providing your account information on our security form prior to this chat session.For the integrity and protection of your account, please verify the last four digits of the account holder's ssn.

Anonymous_: I never received a an adjusted bill like I was told; I never received any bill for that matter.

Anonymous_: ****

MaKristie: Perfect!

Anonymous_: I was in fact contacted by collection agencies which I was told would not happen because it was getting taken care of

MaKristie: Thank you for providing that information.

MaKristie: I can see here in the account, that the unreturned equipment charge was already removed on the account. The final balance on the account is $45.34.

Anonymous_: the collection agency has it at 150 or so

Anonymous_: Comcast is the most incompetent company I have ever dealt with

Anonymous_: I want my deposit or we are going to court

Anonymous_: end of story

MaKristie: I do apologize for the inconvenience this has caused you. No worries, let me go ahead and help you with that in the best way that I can.

Anonymous_: Lizza > Your final bill will the one you are going to settle. Lizza > You can pay for your final bill manually so you may receive your deposit of $50.00 in full. Anonymous_ > Lizza why would I pay for a service which I received no use out of at the fault of the company I was receiving it from. Anonymous_ > This chat reads like a comic Lizza > As I mention above, that is not the amount you are going to pay. Please do not ignore it as you are not obliged to pay it. Im just saying that if there will be any charges after 2 weeks when you receive your final bill, then that will be the amount that you will be paying.

Anonymous_: Anonymous_ > So I will be billed for 0.00 Anonymous_ > good Lizza > Most probably. All we have to do is to wait within 2 weeks to receive your final bil.

Lizza > *bill Anonymous_ > Just to make sure, the bill will be reduced to nothing and I will get my deposit back. Anonymous_ > in full Lizza > Yes. Anonymous_ > no

what about this third party company and the "missing" equiment Anonymous_ > I resent having to fetch a number for them from guys Anonymous_ > you guys* Lizza > No worries. I have already forwarded it to our higer team so they will take care of this.

MaKristie: I'm seeing here on the account, that the $50.00 deposit was already used to deduct the charges on your first month bill since there was no payment posted.

Anonymous_: that is precisely what I was concerned about

Anonymous_: I was assured numerous times that that action would not be taken

Anonymous_: Anonymous_ > My main concern is that you guys lost a modem and are going to try to snake my deposit. Lizza > Oh, did you return the modem? Anonymous_ > do you have a chat history of my session here Anonymous_ > Problem: I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv Anonymous_ > My Issue:

I received a text about an equipment return, the issue with that is despite half a month without internet and two CS assurances I never received a cable modem from you guys, I had to physically go to the local CS center only to be told serv Josie > Hello Anonymous_, Thank you for contacting Comcast Live Chat Support. My name is Josie. Please give me one moment to review your information. Josie > Glad to have you on chat. Anonymous_ > ice was not possible at my address due to someone else all ready getting service through the sam

Anonymous_: I want my 50.00, do you understand.

MaKristie: The unreturned equipment charge on the account with the amount of $110.00 was already removed on the account.

Anonymous_: Every single mistake was made on your end I didn't do a god d**n thing.

Anonymous_: of course it was removed

Anonymous_: you never sent it

Anonymous_: I am not responsible for giving you people money for the two weeks it took you to not send me a modem then have your cs center tell me that I can't have an account at my address.

Anonymous_: I am not letting this company behave this way, if you don't give me my 50.00 back I am going to sue you.

MaKristie: Thank you for clarifying your concern.

MaKristie: I can see here that the equipment was activated on the account last 8/12/14.

MaKristie: Yes, your account is still covered on our 30days money back guarantee.

Anonymous_: Understand that I never received any equipment to activate service with.

Anonymous_: It may be that the equipment was sent to the wrong address

Anonymous_: but thats not my problem

MaKristie: However, it shows here that the equipment was not yet returned, I'm afraid we may not be able to send your the credit refund check as of the moment if the equipment was not yet returnd.

Anonymous_: Now I would like to know two things, 1st The debt collection company "Focus Receivable Management"

Anonymous_: I want to know that they will be contacted and stop calling me

Anonymous_: 2nd I want to know when my money is going to be refunded to me

Anonymous_: I notice you mentioned equipment again, your CS center told me they had ********* as my address which is incorrec

Anonymous_: t

Anonymous_: you sent it to the wrong address if you sent it at all

Anonymous_: Not my problem

MaKristie: I perfectly understand how important it is for your to have your deposit and dispute the final balance on the account, to have this in place, you may need to contact our Collections Department at 866-208-9265.

Anonymous_: to have what in place

MaKristie: Here in Billing Live Chat Support, we can only process changes and dispute charges for active accounts..

Anonymous_: as opposed to Collections Department which can do what...

Anonymous_: See its a dead end number

MaKristie: Coomcast Collections department has access in sending back deposits and dispute the balances on the account for closed accounts.

Anonymous_: its not your collection department

Anonymous_: I want a direct number to the department not the general number

Anonymous_: I remember that stupidity the only option finally given after the labyrinth menu is the listing of a closest equipment return box

Anonymous_: which has nothing to do with my issue getting resolved

MaKristie: No need to worry, I can refer you to our Customer Account Specialists who can help you out with connecting your call to our Collections Department.

MaKristie: They are available from Mondays to Saturdays from 8am to 5pm.Rest assured that everything has been noted in your account with regard to your request today so that when you contact the number it will go smoothly and conveniently.

MaKristie: I have provided you useful information that points to the resolution of your issues today.

Anonymous_: ok put me in touch with cas so they can do that

MaKristie: I'm sorry for this, here in Chat support department we don't have a tool to call customers.

MaKristie: We can only interact with customers here in chat window.

MaKristie: Will there be any other billing concern that I may assist you today? I will be glad to assist you further.

Anonymous_: Do you have another method of reaching the collections department

Anonymous_: do you have a different number

MaKristie: I do apologize for this, however, the Customer Account Specialists are the only once who can route your call to our Collections department.

Anonymous_: ok

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The final bit of this exchange prompted me to call their collections department and I was told that they still had the wrong address for me and that the person I was dealing with was going to contact her manager and get the refund approved and I should expect it within 4-6 weeks.

Another five weeks passed and I called them again, I was told that the check should have been there all ready, then I sat on hold for 25 minutes and someone else answered and was told that the check had not been sent because the equipment had not been returned, eventually I was told yet again that the equipment would no longer be an issue and that the check would be sent out and I would receive it in 3 or 4 weeks. I believe the check is coming this time but only after an inappropriate investment of time and energy; so I am posting this report, I want to state that I believe this behavior (standards & practices) to be the result of corporate sociopathy and exists on some level as part of a broad range of cost saving mechanisms used by this particular corporation.