Customer Service

[nlbeeson]

Last month, I had a problem with my monthly bill being debited twice from my account.  I was given a refund, but on the bill sent for June, the amount refunded was charged on the statement as a "one-time fee..." 

I have attempted to contact Terri Maude from the executive care department who was the only person who would help last month.  She replied after the third email, but has only given excuses by email.  I have left two voicemails, but am unable to reach her by phone and she has not returned phone calls.

Yet another email sent to the "we_can_help" address requesting a different representative to assist me has gone unanswered as well.

This has to be the absoulte worse customer "service" I have experienced. Both times I have had billing problems everyone I have been directed to has refused to help, lied to me, or flat out ignored my messages.

How far up the chain do I have to go to get these issues resolved once or for all, or do I just have to get the dish?

Someone, please contact me or direct me to Ms. Maude's boss so we can get this resolved. 

Previous thread with more history is here: http://forums.comcast.com/t5/Customer-Service/Refusing-to-correct-billing-error/td-p/1276885

[CCCarole]

The Administrator has been notified of your post.

[nlbeeson]

Thanks for moving my post.  It was about customer service's incompetance regading multiple billing issues.  When you moved it, it also appears to have been deleted.  Comcast is just digging a deeper hole here.

[CCCarole]

I didn't move your post, I moved another poster who posted in your thread.  Yours is intact here.

[ComcastVic]

nlbeeson-

I apolgize for the delay on getting to you, thank you for posting here. I've sent this information to our executive billing team to assist witht his issues.

[nlbeeson]

I thought we had this fixed after yet another conversation with the regional support person on the phone, however this month, my bill is STILL incorrect.

I keep talking to a Terri Maude from the ESL Department, and while she has been nice, the problem as not been resolved after 3 months.  I would like someone else to be handling this from now on, so it gets corrected.  

After our conversation on the phone, she said my account would be credited to be starting on a "clean slate" to avoid this problem in the future.  However on my statement I just received there was another large "non-recurring charges" fee that almost doubles my bill.  It was explained to me last month that this same fee was a carry over from previous charges.  If my account was truly a "clean slate", I should only be recieving the expected bill.

I don't understand where all these fees come from that are in an excess of $100 /  month.  I don't understand why your customer support people can't get my bill straight.

[CCCarole]

I would suggest that you send an email to the We Can Help Comcast Team.

We_can_help@cable.comcast.com

.Please include all of the following in your email:

Service address

The full name on your account

Home phone number & an alternate number where you can be reached if possible

Your Comcast Account number

A link to this Thread

A detailed description of the problem

[nlbeeson]

^^

That is the email address that got me in touch with Terri from the ESL department.  I need to speak with someone higher up, because calling her 3 months in a row each time I get errors on my bill is unacceptable. I am getting pretty fed up since Comcast won't fix these problems once and for all.  

[nlbeeson]

I spoke with Ms. Maude yet again on the phone yesterday. Apparently this time, this billing error is "my fault". When she gave a credit on my account for an excess charge to give the account a "clean slate", I paid the balance that was shown on the website in the box that says "amount due". According to her, I should not have done that, and I should have paid more, which would have been the correct amount. I am not sure how I am supposed to know to pay more than the statement tells me to pay. She also will not explain why the statement shows this difference as a one time fee, rather than listing it as a past due balance. It seems to me that IF I did not pay the correct amount last month, the statement would reflect a previous unpaid balance, not a NEW "one-time fee". After arguing, she promised that her boss would call me back, but not to my surprise, this has not happened yet. So, we are back to lies and false promises. Time to contact the BBB and FCC for formal complaints while shopping for new service.