07-24-2012 03:19 PM
I admit, I am horrible at remembering to pay the cable bill... About 2 months ago, I scheduled a post dated check when I was so nicely reminded by Comcast of my past due balance. Later I realized that I had given the numbers of an old account, and asked a Comcast rep what would happened if collect my check was declined/returned. At that time he told me that the check had been returned as having been presented to "a closed account". I stated that I would go ahead and make the payment, and wanted to know if there was a fee for it being returned. He told me that there was no fee, as it was a closed account it had been presented to. Though, when I got my next bill, there was a $25 NSF fee on it!
A couple of weeks ago, I against my better judgment I arranged for my payment to come out on the 12th. On the 6th however, Comcast processed that payment, forcing another payment I had scheduled to be returned with NSF. When I called to figure out what happened, I had to repeat my situation over and over to several people. All of whom were "so kind" to promise me I wouldn't have to pay a $25 NSF fee to Comcast! Really!? If anything, I should be paid a $25 fee, my account was accurately noted, and each person I spoke with could see that there had been a mistake made, They kept telling me just to make my payment on the 12th like planned; though no one seemed to understand that the NSF fees on my account had made my unable to pay anything until my NEXT pay. Not to mention that I was to pay large fees because Comcast messed up? I also didn't think it was fair that there was a possibility that my service would be interrupted due to a mistake on their end! I was told to send in my bank statement so that Comcast could do an "investigation" and that someone would call back. When I asked the agent who's attention I should send it to, he said "Comcast". I asked if there was a department I should send it to, and again he said "Comcast". I asked if there was a name I should direct it to, and he said to put the account holder's name on it! I also spoke to a supervisor who told me to send my bank statement and that if I were to be disconnected while they were investigating, to just give a call.
That is exactly what I did this weekend. Though, no one that works at Comcast could do anything about it, and even stated that it is impossible to restore service without payment. I then called and asked if they could just send me a box so I could return my equipment... The girl in the retention department listened to my story, apologized and placed me on hold. After a few moments, she returned and said that she was transferring me to someone who was going to restore my services and look for my bank statement that I'd faxed, to work out my reimbursing me for those charges. But, clearly she didn't tell that person that- all that agent was concerned with was trying to get me to pay my balance. Even when I repeated myself over over over they still weren't getting that I wasn't paying until Comcast took are of their mistake! I asked then to be transferred back to the original woman I'd spoken to, and this time I was making sure to get my box. The agent argued with me that she couldn't transfer me, that I had to pay before I could be transferred, and before I could cancel!
Late last night, I noticed that lights were blinking on my modem... Sure enough, my service had been restored. However, I am unable to watch cable. I unplugged the box, I tried to have a refresher signal sent through the automated system, and waited the 30 min suggested. Still nothing. I finally called and also noticed that the automated voice told me I have an appointment today. I asked the man I was speaking with and he told me
1) That my account is now cash only (even though Comcast messed up, not me)
2) That someone is scheduled to come disconnect me from the pole
3) Someone is scheduled to come out and collect my payment is cash because Comcast will no longer accept checks from me.
4) That I requested to be disconnected and so that it why I have an appointment scheduled
5) Since I'd just made a payment today (?) it could take up to 24 hours for all of my services to be restored
6) My payment had been returned NSF and so my service was interrupted
7) He would send a refresher signal to my box.
I'm not sure what information is accurate... Besides that I obviously know my payment was returned NSF.
Needless to say, I didn't even see where my cable box got a refresher signal -usually it will appear to have been shut off and turned back on also, but nothing happened this time, and of course its still not working!
In all of this mess, I've not very often come across any of the same information. Sure I get a lot of "pay this now" and "I can't do that for you", but no one really seems to be able to actually give me the information I need, and in a way that I can understand! I will be discontinuing ASAP!
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