Billing

[corgi11]

On my March bill it showed two payments, one I made and one extra payment which I didn't know how it got there. Then that second payment was reversed and I was charged a bank charge of $35.00 for the check reversal of a payment I never made. I called Comcast and my bank, and no second check was issued by me or returned to my bank I called customer service billing and fought with them on this issue. They grudgingly took off the charge but made me feel like I was a cheat, telling me Comcast don't make mistakes like that.

Yesterday I received a letter from Wells Fargo saying they handle the billing for Comcast and that they had made many mistakes on March bills for a lot of customers such as double payments, check return fees etc.and an apology from  Wells -Fargo was also included. I wish the management of Comcast would notify the billing dept. of these errors. It is not fun talking to the billing department and being made to feel like a cheat.

[Queen-Evie]

Wells Fargo DID notifiy Comcast. Whether Comcast agents know about the issue is another story.

http://www.billingworld.com/news/2012/03/comcast-blames-wells-fargo-on-billing-blunder.aspx

[bestcee]

Comcast didn't handle this the right way at all. I was called a liar by Cutomer Service when I called concerned about my account and bill. Three different CS agents told me that I had bounced my payment, and when I explained I didn't, they told me I was a liar.

[squisha32]

The same thing happened to me.  I repeatedly told them I DID NOT bounce my payment, and they kept saying "bounced check, bounced check", and "I can't do anything to stop them from disconnecting your service."

I have called twice now to have the extra charge reversed.  Twice they agreed (lying, apparently) to credit te late fee--and it's still there.

For clarity, I do not use automatic payments.

[hnies]

The billing problem stems from Wells Fargo's payment processing; both Comcast and Wells Fargo made public statements in March concerning their billing errors. The problem is that the end consumer is forced to deal directly with Comcast concerning billing matters. In a week, I've received no satisfaction from Comcast. If you're like me, you'll probably find there's at least one charge processed by Wells that doesn't appear in Comcast's billing system. 

In my case, managers don't call back. Reps make up stories. Everyone acts oblivious to a problem.

When you get fed up, do like I did today, and file an FCC consumer complaint:

http://www.fcc.gov/complaints

You can attach multiple documents/statements. You might wish to include an Excel spreadsheet that outlines, chronologically, the billing concerns. 

I spent seven years working for two of the biggest LECs. You'd be surprised what the FCC will step in and do if you can help them make a case. Legal hates dealing with this stuff.

[hnies]

This is an easy case for a class action lawsuit, too. I've located contact information for 22 people with similar double-billing concerns. I will happily reach out to each of them and others, if I don't get resolution via the FCC in short order. I've been double-billed three times in almost as many months. My fiancé and I both have degrees in accounting (+ marketing + finance) from programs all nationally ranked well inside the Top 10. We aren't the ones making computational mistakes. It's a shame Comcast is forced to deal with Wells Fargo's goof up, but they need to do a better job of educating their reps with regard to the gravity of the situation. Double billing, late fees, bank charges...this isn't funny stuff. Some of us have the time and wherewithal to fight back.