Customer Service

[adstaples]

Hi,

I signed up about 4 months ago with the HD Triple Play Premier package for 2 years and after 3 months I was supposed receive a prepaid visa card worth $200, and so far I haven't received it yet. I emailed customer service and they couldn't give me any answers. Who do I need to contact? Thanks.

[WarEagle57]

The Comcast forum administrator has been informed.

[sinistax]

i am having the same problem,i signed up on 1/20/10 and was supposed to recieve the $200 prepaid card after 3 months and i havent heard anything yet.i have been trying all day to get some kind of answer and i cant get anywhere.

[WarEagle57]

The Comcast forum administrator has been informed of your problem, also.

[lunski]

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sinistax wrote:

i am having the same problem,i signed up on 1/20/10 and was supposed to recieve the $200 prepaid card after 3 months and i havent heard anything yet.i have been trying all day to get some kind of answer and i cant get anywhere.

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Hello,

Please email your best contact number, service address, account phone number and experience to my email address below. Please include a link to your post and copy of the post so I am aware of the issue.

Thank you.

[adstaples]

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ComcastGeorge wrote:

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sinistax wrote:

i am having the same problem,i signed up on 1/20/10 and was supposed to recieve the $200 prepaid card after 3 months and i havent heard anything yet.i have been trying all day to get some kind of answer and i cant get anywhere.

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Hello,

Please email your best contact number, service address, account phone number and experience to my email address below. Please include a link to your post and copy of the post so I am aware of the issue.

Thank you.

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Hi George,

Did you need my contact info or just Sinistax? I received a call from a Comcast rep shortly after I posted the original question, she said everything on my account looked fine, it was just 'processing' and to give it the end of the month. I just left her a voicemail a little while ago asking the status of the Visa card. Let me know if you need any further information from me to help get this resolved, thanks.

[adstaples]

I was contacted by phone by a rep named Ashley on 07/21/10 stating that I was added to the 'manual file' for the Visa card to be sent to me which she indicated would take 4-6 weeks. However, I've received nothing from Comcast. I've had service since February 2010, it's September, I've been trying to be very patient, but the truth is that I specifically signed up for the HD triple play because of the promotional card, so I'm very frustrated to say the least. Please let me know who I can contact in order to get this resolved quickly. Thanks.

(I sent you an email with my contact information on 07/18 which is probably why Ashley called. I appreciate you trying to help.)

[WarEagle57]

The Comcast forum administrator has been informed.  He'll track this down for you.

[adstaples]

Thanks WarEagle, you guys do a lot of good for everyone on here. 

[WarEagle57]

And it's only a hobby... 

[CC_Dete]

Tracking.....getting someone on this today - expect a call.

[CC_Dete]

Email me of you need anything else :-)

[adstaples]

Hopefully you won't hear from me, that would mean everything is good! Thanks for your help.

[Queen-Evie]

We would actually love to hear from you-letting us know that you received the card.

[adstaples]

Although I will be in a state of shock when it (if) it arrives, I will try my best to remember to contact Comcast.  

[CCCarole]

i would start making a list of how to spend that Visa card...

[CC_Dete]

Hi there - A good friend, Lisa, has been trying to reach you to get this resolved. Unfortunately, she's not been able to make contact. Can you please email me a good number to reach you during the day? I can also provide Lisa's email address, but I cannot share publically.

[adstaples]

I received an email from Lisa, however, no one has called or left a message at my home #, which is the best # for me. I will email you an alternate contact that we can be reached at also. Thanks for your help.

[adstaples]

Finally received a call from Lisa at Comcast, she offered a $200 credit to my Comcast account in lieu of the $200 Visa prepaid card. Now I guess I will wait and see if that ever shows up on my bill. Thanks again to those who helped, just a shame that it was even necessary.

[CC_Dete · Accepted solution]

Agreed - we've changed the process on how these types of promotions are handled. This shouldn't be an issue going forward. I can also confirm that the $200.00 IS on the account. If you have any problems, shoot me an email.

[adstaples]

Thanks, I did check earlier today and saw that it is on my account. Have a good evening.

[CC_Dete]

Perfect!

[johnnygolucky]

I am also in the similar situation.  I signed up in June for the HD Triple Play Preferred package for 2 years and I was supposed to receive a prepaid visa card worth $100.  I sent an email to customer service requesting a status and they informed me I had to call customer service.  I made three calls to customer service and not one representative could provide me any information.  I hate posting on a forum to get an issue resolved, but it looks like I am not the only one experiencing this issue.  Any assistance that can be provided would be greatly appreciated.

Thanks

[Queen-Evie]

Johnny, I have let the forum admin know about your issue. Check back here for a reply.

You can also speed things up by sending him an email. Do not post any private info here in the forum.

Please email your best contact number, service address, account phone number and experience to his email address below. Please include a link to your post and copy of the post so he is aware of the issue.

Thank you.

Detreon_Roberts@comcast.com

[CC_Dete]

Thanks for posting johnnygolucky - we'll look into this and have things corrected. Expect a call today.

[dorothyriley]

I had just ordered the HD Triple play with the $200 pre-paid visa card about a week and a half ago.  They just installed today but I noticed the promotion is gone on the website.  Will I still be eligible?  That's one of the main reasons I decided to give comcast a go.  I'll be terribly upset if not.  I got horrible customer service.  The installation guy and one of the reps on the phone was nice.  I asked for a supervisor to call me back but that never happened on an issue I was having.  Any help would be great, thanks.

[CC_Dete]

Good morning - If you signed up for the promotion and received confirmation that you were eligible, you will receive your promotional items once the terms are met. Usually, that involves signing a contract and making payments on time for 3 or 4 months. Once that happens, it usually takes 4 to 6 weeks for your items to be received.

[cwizz]

I am in the same boat.  Keep contacting customer service and continue to get the run around.  I can't even get them to give me a legit number to speak with someone who can help.  This is extremely frustrating. 

[CC_Dete]

I agree - this can make for an unpleasant experience. I've asked our Regional office to look into this. They'll be circling back you to you tomorrow.

[kolodkin7298]

I have Comcast Tripple play for about 7 months now. Was supposed to get $200 visa card after 3 months, but never got it. Called Comcast 4-5 times within 3 months about it. They said all of those times that they have no idea what happened. That it's some kind of mistake. Promised to resolve it - but still no Visa card.

I'm thinking of cancelling my contract, since Comcast is not standing by it's side of it.

[CCCarole]

kolodkin7298

I have notified the Administrator of your post.

CC

[kolodkin7298]

Thanks. And how long will it take the Administrator to get back to me?

[CCCarole]

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kolodkin7298 wrote:

Thanks. And how long will it take the Administrator to get back to me?

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I can't say for sure- But know he will see your post probably sometime tomorrow.   He will post or PM you directly in this thread if he needs more account information from you.  check your thread tomorrow if you don't have email subscriptions turned on to receive an email of a new post to your thread.  ( it is on by default tho)

CC

[CC_Dete]

HI there - I reviewed your post, and we also recieved this email:

From: XXX@comcast.net [mailto:XXX@comcast.net]
Sent: Friday, October 29, 2010 12:17 AM
To: [CHQ -- We Can Help]
Subject: $200 prepaid visa card

We've asked our regional office to look into this further and circle back you with a remedy. Please excuse the delay.

[kolodkin7298]

Thank you for your help. A lady named Candice called me today from Comcast. She said that I'm gonna get 

$200 gift card or credit to my account. I'm suppose to call her on Monday to find out which I'm getting.

I will post on this forum when my matter gets resolved. Just wanted to thank you for your time and effort.

[CC_Dete]

You're very welcome!

[kolodkin7298]

Here's the update. I talked to Candice today and she promised that my Visa Card will be mailed to me on Tue. Nov. 2. So if it is actually sent, I will get it till the end of a week. I will be posting on this forum when I get it. Thanks to all.

[CC_Dete]

You're welcome!

[kolodkin7298]

Well, it's been a week since my last post. My card was supposed to be mailed last Tue.

Today is Mon. Nov.8 and no card yet. So I assume it wasn't sent, otherwise I would of gotten it by now. Starting to sound like a bad joke.

[CCCarole]

I've notified the Administrator.

[CC_Dete]

I've asked Candance G. to update me on your issue. Apologies for the delay.

[kolodkin7298]

Thank you so much!

I tried to call Candice G. today, left her 2 messages - but no reply.

Maybe you will have a better luck.

[kolodkin7298]

Well, it seems like my issue is not going to be resolved in a near future.

I called Candace Green yesterday and today. Now she says that maybe it wasn't sent last Tue.

But last week Candace told me that she's sure it's gonna be sent.

She promised yesterday and today to call me today and update me on this matter - but never called me back. I asked to credit my account for $200. Candace told me that until she know for sure that my visa card

wasn't mailed, she can't do anything about it.

Still waiting for her call(as promised). It seems like higher executives of Comcast doing as little as the lower level customer service. Very poorly run business.

[johnnygolucky]

Kolodkin7298,

I ran into the same issues you are experiencing.  The individual the moderators referred my issue to has been even less responsive.  She would not return my phone calls at the number I provided and where I could be reached during the day and never answered her phone as it was always voice mail.  I had it with the horrible customer service at Comcast and filed a formal compaint with my state's Attorney General's Office.  Since customer service doesn't want to respond to me, they can provide an explanation to the AG's office on why they have breached the contract.  Contacting your state's AG office may be an option for you to force Comcast to honor their contract with your.

Good luck.

[CCCarole]

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kolodkin7298 wrote:

Well, it seems like my issue is not going to be resolved in a near future.

I called Candace Green yesterday and today. Now she says that maybe it wasn't sent last Tue.

But last week Candace told me that she's sure it's gonna be sent.

She promised yesterday and today to call me today and update me on this matter - but never called me back. I asked to credit my account for $200. Candace told me that until she know for sure that my visa card

wasn't mailed, she can't do anything about it.

Still waiting for her call(as promised). It seems like higher executives of Comcast doing as little as the lower level customer service. Very poorly run business.

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I've notified Dete of your lastest post.

[CCCarole]

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johnnygolucky wrote:

Kolodkin7298,

I ran into the same issues you are experiencing.  The individual the moderators referred my issue to has been even less responsive.  She would not return my phone calls at the number I provided and where I could be reached during the day and never answered her phone as it was always voice mail.  I had it with the horrible customer service at Comcast and filed a formal compaint with my state's Attorney General's Office.  Since customer service doesn't want to respond to me, they can provide an explanation to the AG's office on why they have breached the contract.  Contacting your state's AG office may be an option for you to force Comcast to honor their contract with your.

Good luck.

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johnnygolucky,

I have also notified Dete of your latest post.

CC

[kolodkin7298]

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johnnygolucky wrote:

Kolodkin7298,

I ran into the same issues you are experiencing.  The individual the moderators referred my issue to has been even less responsive.  She would not return my phone calls at the number I provided and where I could be reached during the day and never answered her phone as it was always voice mail.  I had it with the horrible customer service at Comcast and filed a formal compaint with my state's Attorney General's Office.  Since customer service doesn't want to respond to me, they can provide an explanation to the AG's office on why they have breached the contract.  Contacting your state's AG office may be an option for you to force Comcast to honor their contract with your.

Good luck.

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Thank you for your input. I'm going to wait until the end of the week. And then on Mon I can file  complaints  with Better Business Bureau and Attorney General Office of IL.

Good Luck!

[cwizz]

Detreon Roberts contacted me about my problem and it was resolved by my local Comcast in two days.

His e-mail address is on one of the replies.  He was great!  Don't waste your time with Live Chat or calling the 800 customer service.  He knew how to get me to someone who could help.  Hope this helps. 

[kolodkin7298]

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CCCarole wrote:

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kolodkin7298 wrote:

Well, it seems like my issue is not going to be resolved in a near future.

I called Candace Green yesterday and today. Now she says that maybe it wasn't sent last Tue.

But last week Candace told me that she's sure it's gonna be sent.

She promised yesterday and today to call me today and update me on this matter - but never called me back. I asked to credit my account for $200. Candace told me that until she know for sure that my visa card

wasn't mailed, she can't do anything about it.

Still waiting for her call(as promised). It seems like higher executives of Comcast doing as little as the lower level customer service. Very poorly run business.

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I've notified Dete of your lastest post.

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So now even Dete won't  reply to my post!

[CC_Dete]

Hi there - Candice is applying the credit to your account.