Billing

[bbtrpt1]

Hello, I am a new customer that could use some help / advice!

I signed up for the XF Complete Triple Play package. This package includes (from the Comcast website):

HD Complete XF Triple Play

Package Details:

• AnyRoom® DVR service so you can watch recorded shows in any room you want up to 4 rooms – and in HD. Plus, get stunning HD picture quality included for 3 additional TV's. That’s a total of up to 4 TV's with HD service!
• Over 200 digital channels, including HBO®, STARZ®, Cinemax®, SHOWTIME® and The Movie Channel®.
• Sports Entertainment Package, including NFL RedZone®.
• Thousands of On Demand movies and TV shows – on TV and streaming online.
• XFINITY Streampix™ – unlimited access to a new library of TV shows and movies that you can watch and stream instantly.
• Incredible speeds for households with several computers, hard-core gamers, downloading HD movies and more.
• XFINITY is the fastest Internet provider in the nation according to PC Mag!
• Wireless Gateway to connect your whole house and all your devices to the Internet.
• Constant Guard™ - the most comprehensive online protection (a $360 value). Get Norton™ Security Suite and much more.
• Unlimited local and nationwide calling, voicemail and 12 popular calling features.
• Backed by the 30-Day Money-Back Comcast Customer Guarantee.

I got my first bill and everything was correct. On my 2nd bill, on top of my bundle charges, I had the following additional charges for two different months:

AnyRoom HD Outlet - 3@9.95 each

AnyRoom HD/DVR - $13.95

Stream Pix - $4.95

All of these things are included in the Complete Triple Play package! It even says so on the bill right above these charges, lol.

I called 1-800-Comcast and spoke with a representative who said it was a mistake since those were part of the Complete bundle (this is their top bundle) and my bill was coded wrong when they set up my service. She said she would have to speak with her supervisor for him to fix it. After waiting 20 minutes, she came back on saying the supervisor would fix it and call me back to give me my correct bill amount.

4 hours went by and no call back, so I called 1-800-Comcast again but got a different call center. This new rep said that my account was noted with mistakes, but the bill had not been corrected. He told me he would have his supervisor look at it and call me back. This "supervisor" (I think it was just someone at the call center and not really a supervisor) called me back 20 minutes later and told me the bill was accurate. I showed her on my bill where it said my bundle had "AnyRoom® DVR service so you can watch recorded shows in any room you want up to 4 rooms – and in HD. Plus, get stunning HD picture quality included for 3 additional TV's" (right from my bill and their website) as well as Stream Pix included. She said that it didn't matter. My package only covered the service, but not the cable boxes. HOW CAN YOU HAVE ANYROOM HD/DVR SERVICE WITHOUT THE CABLE BOXES TO PROVIDE THE SERVICE?!?!?!? (even if this were true, no one ever said that the cable service didn't come with the cable boxes). After talking in circles for about 10 minutes, she said only billing could help me and she would "escalate it" to someone from the corporate billing department and they would contact me within 48 hours.

Well, 48 hours came and went, so I called back and demanded to speak with the Loyalty department (the people they send you to when you try to cancel your service). I spoke with someone there and she said that it was ridiculous and that of course my package included the boxes and the stream pix. After about 30 minutes, she said she couldn't change my bill because they overcharged me too much (ARGH!!!!!!) and she needed her boss to change a bill for that amount - about $100 of incorrect charges. She said they would contact me within 48 hours with my service coded correctly and with my corrected bill. I am approx. 30 hours in and still waiting. I am hoping I hear something tomorrow.

If not, does anyone have any advice? I searched the forums for awhile, but did not see anything similar.

Thanks in advance for your help. I am obviously VERY frustrated right now.

Larry (bbtrpt1) 

[reasd]

Hello,

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

[bbtrpt1]

Thanks, I'll try that next!

Larry (bbtrpt1)

[bbtrpt1]

Sent an emal to the We Can Help address. Does anyone know how long they take to respond usually?

Larry (bbtrpt1)

[bbtrpt1]

Update #1:

I spend over an hour on the phone with Richard from the retention department. He meant well and honestly did try to help me, but he ended up creating an even bigger mess. I still wasn't getting everything promised in the "Complete" package, was still paying extra for my AnyRoom DVR boxes because my install was coded wrong and he couldn't change it, and he mistakenly turned off the DVR capabilities from 3 of my 4 boxes. So basically I was now being charged extra for DVR boxes that couldn't even access the DVR! 

Frustration was very high at this point.....

[bbtrpt1 · Accepted solution]

Update #2:

David from the Executive Support Group in Florida (the We Can Help email address) called me back after receiving my email and reading this thread. He actually gave me his direct line phone number and a case ID for my issues (first person in three days to do that - looks like someone still understands the definition of customer service!). He told me I was correct and that everyone I spoke with was misinformed with the "Complete" bundle. There is a reason it is called "Complete", duh!  

It took him the better part of that afternoon and the the next morning, but he was able to code my bill correctly and get everything working as promised!!! I would defintely recommend emailing the We Can Help people.

Thank you again David!!!!!  

Larry (bbtrpt1)