Billing

[HerbsFam]

Many people may roll over and take it but I will not. You have messed with the wrong person. After several years of being a loyal Qwest customer, a Comcast flyer was left on my door. After several missed connections with this sales person, I finally called Comcast myself to see if they would honor the deal of $109.99 for the Premier Play for one year and $129.99 for the second year. The rep asked for my zip code and sure enough he said he found the promo and could sign me up. Great! I get them out here and have them install cable, internet and phone with an extra receiver in my bedroom. I am aware of the charge for the extra receiver and have no complaints there. HOWEVER, I log into my account to find that I owe $639! I cannot get this issue resolved. I have the flyer, I have my bill, yet no one can seem to get it fixed. I was sent to the store by the 1-800 reps only for the store to tell me that can't do anything either. Fine, I said, cancel my services. He asked if I had my equipment and I said yeah, come pick it up at my house. He replies that I will be charged for that.

Wait a minute here! Comcast solicited ME. They came to MY door with a promotional flyer. THEIR rep on the phone confirmed it. I signed up. Why in the world would I sign up for a $209.99 package when I have a darn flyer stating $109.99?!?! I have requested that they go back and find out who that rep was that ordered my service because that person falsely represented a price. 

I have been fighting with this for a month. No one can seem to go in and fix it. I will not be paying the $639. I want my installation fees back and I'm not taking any more time out of MY day to drive 30 minutes to a store to drop off your equipment when you are at fault. If I have to drag a lawyer into this, the State Attorney and every news station, I will because what you did to me is WRONG!

[HerbsFam]

Oh joy, now my phone is not working. Not only am I getting billed for over $600, my phone line is dead and I have to use my cell phone minutes on hold. Isn't this just dandy?!?!

[rog286713]

you need to call comcast and ask for billing.  When you called them how do they justify 600 for one month of service?  even if you have the most expensive package comcast offers you can't get a bill l ike that for one month.  If can't help you send an email here.

Though it’s not clear this is primarily a customer to customer forum

To get help, you can drop a note to Comcast corporate customer service (we_can_help@cable.comcast.com).

For the quickest response, please include:
Your full name;
Service address;
Phone number & an alternate number if possible;
Account number;
A link to your post

[HerbsFam]

Thank you! Finally someone that seems to care. I will email them and try to see if I can get help. I have tried the billing line and no one can help. The flyer says (which I still have) that the package is $109.99. I am being charged $209.99. There should be an installation fee which I do not dispute as well as a second receiver in my bedroom. I agreed to that. However, I want the package that was advertised and sold to me and no one on god's green earth can seem to fix it. We have had the service since 6/14. How can we be past due and owe over $600 in less than one month?

[rog286713]

You also have to remember this you are billed a month in advance, so in essence your first bill could be up two almost twice what your normal bill is going to be.  Also see what that flyer says you get.  does it include the hd technology fee which is 9.99 a month does it include the model rental if you have one thats 7.00 a month plus your additional box, I don't know if thats an hd box or dvr if dvr that could be an extra 16.99 a month which addes up if your doubling it.  

I just rered your post.  What is probably happening is this, comcast sent you out your first bill which was for probably almost two months worth like i said you billed a month in advance.  then you didn't pay it because no one told you how they bill.   since your first bill was never paid and that was from 6/14 your new bill has now been generated so now you owe three motnths of service plus install plus taxes and fees.  Even at that level it should not be 600.00 but its close.   Have you looked at your first bill and second bill and see what they are charging you for?  Where are the charges coming from.   The bill will state the date ranges of when your being charged.  Unfortunately you have to be your own advocate here and learn how the system works.   If you cant figure it out based on your bills and comcast billing gives you nothing then definatelly send an email to the we can help team, but you better pay some of this or they will turn off your service and even with it off you still get charged for it.

[HerbsFam]

I am fine with paying for the boxes, the installation fee, and two months advance billing. I understand that and have no issue. However, my issue lies with the fact that I have a flyer stating $109.99 and when I called Comcast I was told I could receive that deal. However, the bill reflects $209.99 plus the extras and I want the $109.99 I was quoted and I for which I hold a flyer stating that price. If they would just correct my bill to the $109.99 for the first year and $129.99 for the second year as advertised, I will have no problem. The problem is getting them to honor the very advertisement I hold in my hand with the requirements I have met and have proof. I do not appreciate being told I qualify for one price and that price is NOT being honored. That is illegal. If they will correct my bill to the $109.99 plus the installation and box rentals, I will be satisified. The problem is correcting that. No one seems to be able to fix it nor do they care. I am constantly shoved off to another person, and another, and another. I am not paying for $209.99 when I have a flyer advertising the SAME thing for $109.99 and was told I could get that price.

[rog286713]

check your private messages.

[HerbsFam]

Thank you all for the help. The issue has been resolved to my satisfaction!

[Monsignor]

I am having the exact same problem with another package. Comcast advertised a deal of $29. for 20mbs internet in June. I called and asked for that package and was told I was signed up for it. I also said I was moving from Charter and had my own modem, but would need to rent one for one month at a charge of $7. The ad also stated a $29. installation charge. When I got the confirmation email, the rep had signed me up for two modems, which makes no sense, for the $29 package and had added a $10 boost to bring it up from 12mbs to 20mbs. I called and told them about the errors and was told it was fixed. Well, I get my first bill and it still has the $10. boost charge on it. I call billing support and get told by the stupid outsourcing person that the ad package that I signed up for and was confirmed for was not available and I had to add another service to get that price. I looked up the current ads and the package is not advertised any longer so I asked her to look at the June ads. She says she tried to remove the extra boost charge and got an error, so she could not do anything about it!!! How stupid!!! I told her to get a supervisor to override it and fix it then and she asked for the fifth time if she could put me on hold to see if a supervisor was available. Then she just hung up on me. 

This company has no desire to really satisfy their customers. They send all their calls overseas to outsourcers who don't really understand English and only work from a script. It's also ridiculous that our government allows them to have a monopoly in areas. I thought monopolies were against the commerce laws???? I guess they are until someone gets paid off. 

Guess since their customer-no-service department can't fix it and can't really understand English, it's time to look to Clear about maybe having wireless service that I can use anywhere. It's slower, but I don't need the blood pressure raising stupidity of this company.

[HerbsFam]

Sometimes I had someone overseas and other times it seemed I had reached a call center here. In my case, since I had the flyer, I was able to have that person go to the correct people to get it fixed. When that department called today, they worked with me and corrected it. For the life of me, I cannot remember what the name of the department is.

I did have to make many calls and really press the issue. It is extremely frustrating. Can you google the June 2012 Comcast ads and see if you can find it to further your case?

[Monsignor]

This company is unbelievable worthless!!! It has taken me almost two months to get the original deal honored and put onto my account. I have been trying to get it done so I could respond to the deal of adding tv to you,r internet for a total of $49.99 for the first six months and of course since it has taken so long to get the original corrected, now no one at comcast has any idea what this deal of the two service bundle is. I called today, went through everything with one customer service person and after twenty minutes talking to her, she put me on hold, and another person picked up and asked if she could help me. THE OTHER PERSON DID NOTHING TO TRANSFER ME!!! SHE JUST DUMPED ME BACK INTO THE QUEUE!!! Then when I started with the new rep, she just hung up on me when I told her I had been having problems for two months and was trying to get tv added!!! They couldn't care less whether you are a customer or not! They know they have a monopoly in areas and cannot go to Charter to pay less or get better service. Obviously Comcast is paying off government employees to maintain this illegal monopoly!!!

[Levye13]

I too, have had the similar issue of trying to get them to honor the promotion made by the Rep and they are not responding. I keep gettin ghtese outrageous bills and its ridiculous!!!! I'd like to know what the final outcome was with you...

[Bill-1948]

If you feel as if you’re the victim of an agent’s bait-and-switch or some other form of dishonest advertising,

send a copy the Federal Trade Commission.

Federal Trade Commission

 CRC-240

Washington, D.C. 20580