Reply
Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Where is my refund???

[ Edited ]

I cancelled my service on 6-2-2011 because of the poor quality service I have been getting when I contact support regarding the quality of the HDTV service I had been receiving. (A whole different story)

 

7-11-2011 I contacted Comcast inquiring about the refund I was due from the overpayment on my account after it was cancelled. After about an hour and a half of going round and round with them, they called me, and conference in a guy from the business side. I was irate at this point and the guy told them to "just cut me a check". The service agent "Dudley" went back to our chat session and proceeded to ask more questions, and opened a ticket (110711-000081) to escalate the matter. I asked him why he didn't just do what the other guy said and just "cut me a check". He said he'd have to open a ticket to investigate this further. Whatever. Later that night a lady called me and said she was working on the ticket. I expressed my dissatisfaction with their practices and asked what was so difficult about cutting a check that she had to call me. She told me she would call back later to confirm it had been completed. She never called.

 

7-18-2011 I contacted them a week later via chat to check on the status, and the chat agent told me the check was mailed on 7-15-2011. Ok. I let it go at that. At least it's on it's way.

 

Today is 7-26-2011. I contacted again to see where my refund was. They informed me it was mailed on 7-12-2011. (Really?) and it would take 6-8 weeks to get to me. Uh no. I'm now waiting on a call *again* from an agent to explain to me why it takes 55 days to process a refund after I cancel my account. They created yet another ticket (110726-000247) to address my "concerns".

 

To date I've dealt with such ominous agents only to be known as:

Ruby

Dudley

Misheny

 

None of which can yet answer my question and refund the money that Comcast owes me.

I've filed several complaints already with the BBB on the level of "service" I've received over this issue.

I will never again be a customer of Comcast because of the level of "service" that I receive every time I attempt to contact them regarding simple issues. It's seriously a waste of time if you expect any results from them.

 

Email Expert
CCCarole
Posts: 28,883
Registered: ‎05-21-2006

Re: Where is my refund???

I have notified the Administrator of your post.



Need Email Help? Please post the following information in your post.
Do you use XfinityConnect? The Full or Lite version?
Do you use an email client? Which one? (Eg; Windows Live mail, Outlook, a smartphone etc.)
Which browser/version do you use? And- have you cleared your browser cache?
Which operating system? XP, Vista, Windows 7, Mac OS X
Details of the problem you are having.




Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

After an hour long chat session, I spent the better part of 2 hours on the phone with a representative named Laura. Laura informed me that the checks never really got mailed, but were internally sent back. So guess that was a lie when the other reps earlier today said they had been mailed on 2 separate dates. Apparently there is confusion about my account because I have a business provided internet connection which is magically connected to my residential account number. Nothing much got accomplished until she transferred me to her supervisor Tessa (Operator ID: OSRWLO   Emp ID: 49098). Tessa informed me they were opening a new ticket but the "computers were down" and they would be down for 1-2 hours so she could not yet give me a new ticket number. I demanded that they overnight me a refund check since it's now been 55 days since my account was closed, 15 days since I was told "the check is in the mail". Tessa said she would request that for me. I requested she call me as soon as the ticket is created with the (now 3rd) ticket number. It's been 3 hours since that phone call, and no reply.

 

I'm starting to get used to the idea that when a Comcast representative says "we'll call you back" it more likely means "get off the phone so we can forget about your issue".

 

 Edit: Added Tessa's ID numbers.

 

Note: I find it interesting that the spell check on here doesn't recognize "Comcast" as a valid word.

 

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

Tessa just called back with a ticket number

002805055

 

No other information.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

Day 56. Attempt #7

Beginning the cycle all over since I've received no new information on this issue.

Seriously how hard is it to print and mail a check??

 

I'm currently in chat with yet another unhelpful agent ArlynGBBL.

Let's see how this goes.

 

Edit:

Same run-around.

ArlynGBBL: Your account is still active.

Me: No, I cancelled it on 6-2-2011

repeat that a few dozen times. Apparently after asking for a supervisor 8 times, he finally got the hint.

I am now connected to supervisor "SUPBernieLBAT" (Operator ID: OSRDGS)

SUPBernieLBAT is opening ticket#4 to try to resolve this issue. Telloing me it takes 6-8 weeks to get a refund. I Informed SUPBernieLBAT that 56 days is 8 weeks and i cancelled my account 56 days ago.

 

Edit2: It's been 3+ hours. I have ticket #4 now from "SUPBernieLBAT" (Operator ID: OSRDGS)

Ticket # BP-BP-BLamel001. Apparently it now in the "back office"  Maybe they have access to a check printer and a mailbox?

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

We will resolve routine issues in one visit or we'll credit you $20 or give you a free premium channel for three months. 

 

This issue qualifies me for the $20 credit now as well. I've wasted too much time trying to get the simplest of tasks done.

 

 

Edit: No wonder their service is so expensive. They have spend probably hundreds of dollars of man hours to process a <$20 claim. One of the first calls the guys supervisor even said and i quote: "Just cut him a check" Think if that one guy would have done what he was told by his supervisor this would never have gotten this far...

Bronze Problem Solver
Posts: 5,226
Registered: ‎07-02-2003

Re: Where is my refund???

If this is really the seventh time you've tried, then it actually qualifies you for 7 * $20 = $140!  :smileymischief:

 

Best of luck!

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

 

6-2-2011 - Called cancelled account requested refund

7-11-2011 - Requested refund again - Opened first ticket

7-11-2011 - Spoke to supervisor - was told we'll call you. Never happened.

7-18-2011 - Requested refund status. Was told it was mailed on 7-15-2011

7-26-2011 - Requested refund status - Opened 2nd ticket

7-26-2011 - Contacted via chat about refund - Agent opened 3rd ticket

7-27-2011 - Contacted via chat about refund - Agent opened 4th ticket

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

SUPBernieLBAT

 

After this "supervisor" opened ticket #4. I brought up the comcast guarantee and asked how he would be procesing this additional credit for all the hassle they've caused me. He changed thesubject several times

 

"analyst Bernie has left the room"

 

WTH??

Then magically he comes back with:

 

SUPBernieLBAT: We appreciate you spending time raising this issue to us however it was not necessary for you to contact us for the refund as it will be processed given the window mentioned Brian.

Brian: It has not been processed in any of the windows you have mentioned

Brian: it's been the full 8 weeks since i cancelled my service. I want my MONEY NOW

SUPBernieLBAT: Brian, your refund is due August 13, 2011.

Now its 73 days?? Interesting.

 

7-27-2011  11:55am SUPBernieLBAT has his Boss Sharon (Operator/Emp ID: 3268)

I'm now on hold while she contacts the "backoffice" to process my request.



 

 

 

 

 

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

It's now been 4.5 hours since I contacted Comcast this morning. I'm currently on hold with SUPBernieLBAT in a chat session, and on hold with his supervisor Sharon as well for the past hour.

 

I've asked for an update and all they seem to be able to tell me is they sent it to the back office.

 

 

I'm refusing to get off the phone or chat until this is resolved.

 

The hold music constantly changes from super high volume to super low, to dead silence. Driving me nuts.

Email Expert
CCCarole
Posts: 28,883
Registered: ‎05-21-2006

Re: Where is my refund???

I have notified the Administrator- Watch this thread for his reply please.

CC



Need Email Help? Please post the following information in your post.
Do you use XfinityConnect? The Full or Lite version?
Do you use an email client? Which one? (Eg; Windows Live mail, Outlook, a smartphone etc.)
Which browser/version do you use? And- have you cleared your browser cache?
Which operating system? XP, Vista, Windows 7, Mac OS X
Details of the problem you are having.




Administrator
ComcastLarry
Posts: 2,063
Registered: ‎05-04-2011

Re: Where is my refund???

I'm sorry for all the inconvenience. I will have someone for the local region contact you about this matter.

Thank You


-ComcastLarry-
Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

Thanks for your input Larry, but I've been told by Comcast one too many times to "wait and we'll cal you"

It NEVER happens.

 

I want my MONEY NOW.

I've watied 56 days. I have 4 open tickets for this issue. How friggin hard is it to write and mail a check???

 

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

I'm on hold with 2 different reps now. Left and right hand now knowing what going on I assume.

 

Both appear to be waiting on their "financial" department (who does not have phones?!) to email them back.

One guy told me I could be on hold for 24 hours. So be it.

 

I'm not going to accept a "wait and we will call you back" 

6.5 hours of dealing with this now today.

Time to file another in a long series of BBB complaints.

 

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

One rep (nameless) who told me I could be waiting for 24 hours, found a direct number to a financial guy. gave it to me to call, and hung up. I called it and got voicemail that said:

 

(586) 275-**** You have reached the desk of Nate Pice (sp?) Senior collection support coordinator for the michigan  regional support team office hours are Mon-Fri 8am-12pm

 

Their financial people only work 4 hours???

Administrator
ComcastLarry
Posts: 2,063
Registered: ‎05-04-2011

Re: Where is my refund???

I setup a Corporate Escalation and someone will help resolve this matter for you. It seems they already sent you a email.

Thank You


-ComcastLarry-
Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

I have received no emails from anyone at Comcast.

 

Had a Rep named Ross tell me 3-5 days and I'd have it, right after Rep Jecren (EmpID:  29506 ) told me it would be 10 days. Your own people can't even agree on it.

 

Aforementioned Rep Jecren promised to call me every day at 3pm until I have the check in my hands.

The ticket number 002805055 appears to be the correct ticket now.

 

I hope he calls tomorrow to tell me they are over nighting the check so I don't have to start this process all over again tomorrow afternoon. 7 wasted hours today.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

Representative Jecren (Emp ID  29506 ) Called me as promised at 3:20pm

I'm throwing a party tonight as I believe (according to all the posts I've read on here) that this is the first time in HISTORY that any Comcast agent has returned a phone call when promised to do so (albeit 20 minutes late).

 

The update was as follows. .. There is no update. Financial departments are still waiting to approve this check. Also, it's again 3-5days to approve and 10 days to receive a check. Meaning the entire day yesterday counted for naught. Great.

 

 

Note I've added links to this ongoing saga to a couple of Facebook pages so that others in this situation will be able to see the progress and difficulty of resolution this is becoming.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

Received this email after a call from Judy.

 


Judy wrote:

Dear Mr. Lamour

 

Thank you for your time on the phone this afternoon.  To confirm our conversation, your blog message from 7/27/11 at 11:36 was received and forwarded to us for responding.  Your refund has been processed for a check to be received in the next 7 to 10 business days.

 

If I can be of further assistance or you have any questions, please contact me at 734-254-**** where I am available Monday through Friday from 8;30am to 5:30pm.

 

Judy K.

Executive Customer Care Specialist

 734-254-****


I hope you don't misspell my name on the check too....

 

I also requested your Employee ID to update this blog, and although you said you would send it in the email, it's obviously not there. I felt obliged to post the entire email in place of the ID number.

 

Judy explained to me that it would be printed in New York on Tuesday and mailed out from there.

Comcast methods baffle me as there is a billing office (which I know for a fact has access to a mailbox) in Royal Oak. The check could have been printed and mailed from there yesterday and I'd have it by today or tomorrow.

 

I will continue to update this post after every communication I have from Comcast and daily until I get my money back. This fraud has gone on long enough.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???


ComcastLarry wrote:

I setup a Corporate Escalation and someone will help resolve this matter for you. It seems they already sent you a email.


I finally found the email you were referring to. Oddly enough it was caught by the comcast spam filter. Go figure.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

It got worse before it got better...

 

Working form home today, and bam Internet goes out. WTH.

Called business services for my teleworker account and they said there is a major outage in my area.

Odd. My neighbor is watching TV, and his wife is surfing the internet just fine. Doesn't seem like it should affect me since we're coming from the same pole.

 

But after about a half hour on the phone with "Tyler", he and his supervisor Colleen Vandenabeele (will be sending thank you email directly to her as well) finally did what needed to be done and separated the 2 accounts. I have a new account number for the teleworker account and they completed the closing of the residential account so the check wouldn't get kicked back again. The internet started working immediately again (despite the major outage). Hopefully this will be the last of the service interruptions while I impatiently wait for my check.

 

 

Edit: Ticket number for the outage: CR255855035

 

Edit#2. Be it also noted that I called and left a message for Mrs Judy above before I ever called support, and asked her to call me ASAP regarding this service interruption. Still no call back from her either, not that I really expected one.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

Representative Jecren Emp ID: 29506 called again today (on time this time) to tell me they were still processing and it would be 3-10 days. I reminded him that he's been telling me 3-10 days for 2 days now, so shouldn't that number be going down? He then said it would be 3-8 days until I got my check.

 

I also asked him about the outage I experienced this morning, and he assured me that it had nothing to do with them processing the check. I didn't buy that since I had been told earlier that my service was cut off because his team was closing out my residential account. He neither agreed nor disagreed and just asked if there was anything else he could do. No, you've done enough stooge.

Bronze Problem Solver
Posts: 5,226
Registered: ‎07-02-2003

Re: Where is my refund???


bdlarmor wrote:

......... and it would be 3-10 days. I reminded him that he's been telling me 3-10 days for 2 days now, so shouldn't that number be going down? He then said it would be 3-8 days until I got my check.

 



Priceless!  :smileysilly:

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

Just got another call from another agent saying he was assigned to check into this. Also informed me that it's going to be 10 days and said I would have it by the 8th at the latest. That would be a full 68 days after I cancelled my service.

 

If I ever am overcome with a wave of stupidity and decide to order Comcast service in the future, I'll make sure all my payments are that prompt.

Administrator
ComcastLarry
Posts: 2,063
Registered: ‎05-04-2011

Re: Where is my refund???

dblarmor-

 

We are working resolving your issue. Please refrain from posting telephones within the forums. If you need a point of contact you can send me a Private Message and I will escalate all your issues.

 

Private Messages (PM’s)

At the top of each Forum page you will see a small white envelope

This is the icon for Private Messages, referred to as ‘PM’s’. A Private Message is a way to communicate in private, to another User, Moderator, or Administrator out of public view in the Forums.

The white envelope turns to yellow when you receive a PM.

To open a PM to read it, double click on the yellow envelope. If you click on the white envelope a window will open with tabs for your Private Message Inbox, Sent Messages, Friends, Ignored Users, and Compose new Message. You can also access this area by clicking on the Username in a Thread or post. By default, Private Messages are enabled. You can disable this feature in My Settings>Preferences> Private Messenger.


Thank You


-ComcastLarry-
Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

OcamcastAlrry-

 

Please learn to spell my name (or even copy and paste will work).

 

I am fully aware of private messages and how they work.

 

As far as needing assistance, yes, do you know how to write a check? If so please contact any of the aforementioned people and please instruct them on how to do so.

 

You might also teach them how to use a mailbox.

 

I have edited out the phone numbers (although I fail to see why you want to bar others from receiving the help they deserve), but replaced the Employee ID's as those are common information that they give out to anyone that asks and serve as a reference to prove my contacts. Thank you for understanding this OcmastAlrry.

 

 

Administrator
ComcastLarry
Posts: 2,063
Registered: ‎05-04-2011

Re: Where is my refund???

Fair enough, I'm working from my phone so I do apologize for misspelling your name. As for the private message, some customer aren't sure how to send them. I was just making sure you did.

We are still working on your issue, So please bare with us.
Thank You


-ComcastLarry-
Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

It's 4:20, and no call from "Jecren" in the past 3 days as he promised to call EVERY day at 3pm until I received my refund.

 

I was going to let Saturday and Sunday slide, but Monday? Where is my status update? Where is my check? are they still "processing"?

 

Maybe he'll call tomorrow and tell me it's going to be another 3-10 days since he's already proven he can't do simple math.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

4 days and no word. No check either.

 

I will commence calling in the morning.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

5 Days. No call. No check.

 

I didn't have time to waste calling today. Maybe tomorrow...

 

Side note, I got an offer for a Comcast service bundle in the mail, which I promptyl "returned to sender".

Stop sending me worthless mail.

 

Edit:

Called and left another message for Judy K. about this matter.

This marks the 2nd time I've left her a message and no return call yet. I'm really not surprised at this point.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

[ Edited ]

Judy K. Called me back finally. To tell me the check was printed and mailed Tuesday and I should be getting it from either New York or Philadelphia.

 

Checked with USPS who says it only takes 2-3 days to mail from there (either spot) to here. According to them (who I consider to know what they're talking about since they actually deliver mail) I should have it by today or tomorrow at the latest.

 

Still no word from Jecren #29506.

Apparently the only way to get a call back is to post here about it and complain so someone tells them to do their job.

Bronze Problem Solver
Posts: 5,226
Registered: ‎07-02-2003

Re: Where is my refund???

Best of luck;  hopefully, Judy K. was telling the truth.  This has been a seriously long soap opera for you!  Comcast should be appalled.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

Goodbye Comcast.

 

I received your check today; a total of 64 days after I closed my account.

It came from Plymouth, MI. not New York, or Philadelphia like you told me.

Hopefully you correct your service issues for the sake of everyone else that has you as a service provider.

I advise anyone having service problems to be loud, post often, file BBB complaints, and log as many calls as you can. Always ask for Names and Employee ID's keep records and pray.

 

 

 

Regular Problem Solver
BlueJay
Posts: 3,852
Registered: ‎03-11-2004

Re: Where is my refund???

Finally, bdlarmor :smileyhappy::smileyhappy:.. 

 

I'm happy to see that it has been resolved!!!    Sure took them long enough..

 

Good Luck to you..  :smileyhappy:

 

ciao, bj 

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

Here I thought I was done with this horse poo.

 

Comcast shut off my email accounts because when Tyler (as mentioned above - and His supervisor Colleen whom I praised and even send thank you emails to.. I regret that now) split my account, he never moved my email accounts to the new account number with my internet service.  Luckily I caught it within a couple days and I have yet ANOTHER ticket CR257341820 to move my email accounts from the "residential" (it never should have been classified residential idiots, its a teleworker account) to the teleworker account.

 

I swear no one there can do anything right the 1st, 2nd or even 3rd time around. I wonder what else I'll find they "forgot"

 

 

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

I called in at 9am this morning because I couldn't create new email accounts. (I was checking functionality since everything seems to get screwed up by Comcast) I get an error message that says:

 

"In order to create a Secondary user account, you must be signed into the Customer Central website using a Comcast.net email address from your home."

 

I find this odd because I am at home, and I am signed in using my comcast.net account. I started a chat session with a fella that was more than happy to tell me he was starting vacation tomorrow (I don't care) He Opened a ticket CR257372607 and said it would be fixed in 2-3 hours and I shouldn't worry.

 

4 hours later I checked and I have the same error message. I started a new chat session with a lady and after a half an hour of answering dumb questions over and over she said "There is a known problem with the secondary account creation engine and it's been down for over a week" She couldn't give me a time of resolution (at least she didn't make one up like the other idi0t) but merely told me to check back every 24 hours. I find this highly unacceptable.

Email Expert
CCCarole
Posts: 28,883
Registered: ‎05-21-2006

Re: Where is my refund???

Comcast is aware of this issue and is working on a fix.




Need Email Help? Please post the following information in your post.
Do you use XfinityConnect? The Full or Lite version?
Do you use an email client? Which one? (Eg; Windows Live mail, Outlook, a smartphone etc.)
Which browser/version do you use? And- have you cleared your browser cache?
Which operating system? XP, Vista, Windows 7, Mac OS X
Details of the problem you are having.




Service Expert
Queen-Evie
Posts: 14,150
Registered: ‎02-04-2004

Re: Where is my refund???

Other threads about the creation of a secondary account issue

 

http://forums.comcast.com/t5/E-Mail-Help-Forum/Can-t-Add-Email-Account/td-p/1013957

 

http://forums.comcast.com/t5/E-Mail-Help-Forum/Secondary-account/m-p/1014373/message-uid/1014373#U10...

 

http://forums.comcast.com/t5/E-Mail-Help-Forum/Cannot-create-new-email-accounts/td-p/1017089

 

 



 


Comcast employees must be authorized to post in the forum in an official capacity. Employees posting here have their names in red and are designated as employees. Names not in red are customers.

This is done to protect customers and for assurance that they are dealing with a Comcast employee.
Non-Authorized Employees are allowed to post but cannot state they are employees nor can they allude to being employees.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???


CCCarole wrote:

Comcast is aware of this issue and is working on a fix.



Yes. I stated that in my post. They should maybe tell their CSR's though so they stop giving misinformation.

 


Queen-Evie wrote:

Other threads about the creation of a secondary account issue

 

http://forums.comcast.com/t5/E-Mail-Help-Forum/Can-t-Add-Email-Account/td-p/1013957

 

http://forums.comcast.com/t5/E-Mail-Help-Forum/Secondary-account/m-p/1014373/message-uid/1014373#U10...

 

http://forums.comcast.com/t5/E-Mail-Help-Forum/Cannot-create-new-email-accounts/td-p/1017089

 

 


Thanks Queen-Evie for adding some relevance to this discussion. The descriptions in the posts you linked are the same as my issue. It still doesn't excuse this service being down for so long. Not really surprised though.

Contributor
twiggr
Posts: 6
Registered: ‎08-11-2011

Re: Where is my refund???

Why do people with severe problems with Comcast not just file a formal complaint with their state attorney general? Let them try to dance the AG's office!

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

I hadn't even thought of that. Thanks for the advise. I will have to go that route if I'm ever faced with an issue such as this again.

Most Valued Poster
Most Valued Poster
Posts: 619
Registered: ‎08-15-2003

Re: Where is my refund???

Add the Better Business Bureau and your city / county cable authority, public utility commission, etc. to the list.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

I've filed several BBB complaints during this process, and am about to file another.

 

I just got a call from another Tech saying they would need to reset my password to verify the issue with my account. I reluctantly gave them permission as I don't see this as an issue isolated to my account (as per the other cases linked above) He said the only way they could work on it is if I gave them permission to access my account.. Of course they aren't going to notify me when they take said action. I asked that they call me when they reset the account so I know I'll not have service, all he could say is "I'll relay that information".

 

 

Service Expert
Queen-Evie
Posts: 14,150
Registered: ‎02-04-2004

Re: Where is my refund???


bdlarmor wrote:

I've filed several BBB complaints during this process, and am about to file another.

 

I just got a call from another Tech saying they would need to reset my password to verify the issue with my account. I reluctantly gave them permission as I don't see this as an issue isolated to my account (as per the other cases linked above) He said the only way they could work on it is if I gave them permission to access my account.. Of course they aren't going to notify me when they take said action. I asked that they call me when they reset the account so I know I'll not have service, all he could say is "I'll relay that information".

 

 


 

There is nothing to verify. It's an issue that affects a lot of people and there is nothing the rep can do to resolve it. Resetting your password will do nothing-the issue will remain.

 

Why would you tell them it was ok to reset the password when you know it's a network issue?

 

From another thread:

 


08-11-2011 07:37 AM

 

CC_MikeH wrote:

 

There is a fix that is aggressively being tested right now for this issue. If that goes well this should be pushed into production by tomorrow night.


 

 


 



 


Comcast employees must be authorized to post in the forum in an official capacity. Employees posting here have their names in red and are designated as employees. Names not in red are customers.

This is done to protect customers and for assurance that they are dealing with a Comcast employee.
Non-Authorized Employees are allowed to post but cannot state they are employees nor can they allude to being employees.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

I initially refused to let them reset my password and told them it was not an isolated issue according to their forums, but the CSR told me the issue would be closed as complete if they could not use my account to test.  What choice did I have?

Contributor
cait86
Posts: 6
Registered: ‎08-11-2011

Re: Where is my refund???

The problem is suprisingly still going on. I called comcast the last few days of february. They came the first week of march. i got the triple play with $250 visa giftcard. First off, the person who came to install it all, double charged everything and even added things I didnt need done. That took well over a month to correct. The customer service is useless. Ask 4 different employees the same question and you will recieve a different answer from each of them. No one ever responds or gets back to you. I dont know how many times I've been told a manager would get back to me. I have never recieved my rebate, I've checked the rebate website, no record of it. My bill always gets paid, maybe not as fast as they want it to, because I need to go over every square inch of the bill because they will and do add unneccessary charges. My service has never been shut off. With all of these problems I am completely shocked to see that comcast is still promoting this deal. Its sickening. I am to the point where I am ready to tell comcast to keep the prepaid giftcard and apply that to my cancelling. I can get cable/internet/phone with other companies for a lot cheaper, and maybe even with better customer service.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

Received another call from Judy (mentioned above) to discuss my BBB complaints and request for compensations. Judy explained to me that comcast treats the entire ordeal (no matter how many times I had to call, or how many times they said "it is fixed now" and it really wasn't)  as a single instance and therefore I was only due the single $20 from the comcast guarantee. I have very clearly documented at least 4 separate issues with Comcast, and a host of ticket numbers to confirm the contact and lame attempts on their part to resolve.  I will be filing more complaints on a daily basis with the BBB in the hopes of eventually making this right.

 

 

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???


bdlarmor wrote:

I initially refused to let them reset my password and told them it was not an isolated issue according to their forums, but the CSR told me the issue would be closed as complete if they could not use my account to test.  What choice did I have?


Apparently the issue is fixed. I was told I received a call from another CSR (never happened - I track every call, email etc to/from these people) to tell me it was fixed. My password was never reset, so I guess that was another lie.

Regular Contributor
bdlarmor
Posts: 41
Registered: ‎02-23-2011

Re: Where is my refund???

I received a call from a Terry Maude (who has no employee ID - and insisted her name was her ID, so I am leaving this here for reference) Who's direct line is (734) 254-**** (self edited for privacy).

 

She was calling me back regarding one (not sure which since I filed several) of my BBB complaints about the Comcast Guarantee and how Comcast did not comply.

 

When the call started she said it was only for service interruptions.

I explained to her that all of this had been clearly documented in this forum post, and several times over the phone to countless representative. Then I explained the service interruptions (loss of service, loss of email account, etc) and she laughed and stated that it didn't apply to those.

 

What exactly is a service interruption if those are not??

 

New Visitor
olylance
Posts: 2
Registered: ‎03-19-2012

Re: Where is my refund???

I too am having the same trouble bdlarmor. I have been waiting a month. i asked therm why its taking so long when it only takes them a minute to TAKE my $. They had no answer except the same one you got (4-6 weeks). In the meantime they are "using" my $'s to make them more $'s and I don't even collect interest on it.