Comcast Corporation Compliment - Customer Commendation
COLLEGE PARK, GA, GEORGIA -- Dear Comcast,
The matter concerning a credit to my account has been an ongoing, agonizing situation for me since November, 2010. I was charged for a month’s service I did not receive and an upgrade I did not request. Since November, 2010 I have called continuously about once a month in reference to this matter. Various customer service representatives indicated to me that my account was noted, yet did not care enough to note the records. Frustrated with requesting return phone calls from supervisors, I turned in my equipment to AT&T.
I am a previous telephone employee and know the importance of noting the records when customers call regarding various concerns. On June 17, 2011, I got lucky when Ms. Beverly Travis answered my phone call. It took quite a long time reviewing and re-reviewing my account. She asked if I had the time to look over my records and took the time to actually listen to my concerns. After re-reading the records and looking at the date that I actually picked up the equipment, November 14, 2010 and checking and noting that the date the service technician came to activate my service was a month later, she realized that I could not have been receiving the digital service for which I have been charged from November to December. Ms Travis read the notes indicating that I still had the limited basic plan that ran around $15.00 a month until December 13, 2010 when the service tech came to my home. Only she also realized which was clearly noted in the records that the 49.95 credit to my account was requested from the service technician because he had to call the office for them to activate the box. And per Comcast policy, if the equipment is hooked up correctly, the customer is not charged. Thus, she realized the credit received was for the activation only.
It a shame that it has taken so long for someone to understand and comprehend what I had stated endlessly and what is written plain for any representative to view. Before this fiasco, I was very pleased with my Comcast service. I had been a customer for years, paid faithfully and paid my account in full just before turning in my equipment. Because of continued phone calls to closed ears and what I considered as uncaring and inefficient customer service, I returned my equipment. Hopefully, with this resolve, I can reinstate for service in the future.
I would like to render a gracious ‘thank you’ to Ms. Beverly Travis located in the Hazelwood, Missouri customer call center. She took the time to make me feel that my concerns important. She didn’t put me on hold for long periods of time, she informed me when she was reading the notes and kept me abreast of what she was doing. You advertise your commitment to customer service, yet I can vouch for one Comcast employee who has demonstrated this promise and displayed the time and professionalism to illustrate that she does care and that I am considered as a significant person to Comcast. She made me feel that ‘I matter’.
Neeka Davis 6/17/2011