Comcast Corporation Complaint - Incompetency and lies
POMPANO BEACH, FLORIDA -- Comcast Log
The Comcast phone number that I called. (954) 252-1937
This is a complaint. The following is relevant background information regarding my situation:
I have been a Comcast customer for 5 years. I have NEVER made a late payment to Comcast. I deal with the internet service going out several times every month. I call Comcast if we are offline for more than an hour. I have never received a credit on my bill although I have called and asked for one on many occasions and have been told that I'll get a credit. When I call Comcast to talk to representatives about trouble with my service I am OFTEN hung up on. When I call back after being hung up on the new rep that answers the phone usually says that the rep that hung up on me did not enter any notes on my account and that even if they did there is no way to tell what rep took the call.
Comcast Digital Phone installed - 7/5 The Comcast sales department says that I now have the Bundle Package since I have my cable, internet and phone with Comcast. (Why go with Comcast for phone after being treated badly? AT&T = $114 per month - Comcast = $33 per month.)
(My phone service was installed on 7/5 and my phone service was out for 5 hours less than a week later. No credit was given to me on my bill.)
This is a log of phone calls that I had with Comcast on 8/6/07:
8/6 -2:40 PM
Holly - Billing Dept
On 8/4 I was charged -$176.10 for service. Holly told me that they charge a month in advance and a partial month for installation. I was NEVER informed of this.
I am also complaining about being lied to and hung up on by Comcast representatives and I have informed Holly that from now on a log of names, dates, times of calls and of conversations with Comcast is being kept.
How Comcast pitched me the new service:
phone $33 per month
was $52 now cable $24
was $45 now internet $36
Holly wanted to put me on hold while she discussed my situation with a supervisor. I informed Holly that we have lightning and that if the Comcast phone service goes out while I'm on hold to please call me back. She said that Comcast never calls people back but since I have experienced such bad service that if I am disconnected that she will call me back.
THE PHONE SERVICE WENT OUT OR I WAS HUNG UP ON AGAIN. 2:54 PM
2:57 Calling back:
2:58 Clemintine, Has no idea who Holly is transferring me to a supervisor.
2:59 I was transferred to a voicemail..Customer Support. I did not leave a message.
(I bet Holly was a fake name. I bet the sales people who pitch the bundle service work on commission so they lie about free installation and never mention having to pay a month in advance and a partial month up front. I don't believe that when a Comcast rep takes a call and hangs up on someone or lies about service that when a customer calls back to complain that Comcast has no idea how to figure out which representative did the hanging up or lying. Any time that I have ever called to complain about any of the above I am always told Sorry but there is no way for us to tell who you were talking to.)
3:12 Calling Back
I mentioned that I was recording the call because I've had so many Comcast representatives lie to me and hang up on me. Sophia got very uptight and transferred me to Caressa.
Caressa Supervisor - Caressa never did help me. She was very snotty and rude (check the Comcast recorded phone log, LOL!) She kept repeating over and over that customers are not allowed to record calls to Comcast but that Comcast does record calls in case of trouble with a call and to "ensure GOOD customer service". She repeated this over and over, again and again and she also included that she would terminate this call if I recorded the conversation. This went on for a good 5 minutes. Ordinarily I would have fun with a ignorant pissing contest with someone like Caressa but today I'm on a mission to get satisfaction with Comcast. I hung up on her.
I Called Back 3:19
Cristy - Billing
Cristy listened to me as I read all of the above to her and threw in many references to the fact that I have been a GOOD customer for 5 years and have NEVER had a late payment with Comcast however I have been repeatedly abused, lied to, hung up on etc by Comcast phone representatives. I read all of the details to her and asked her to pretend that I'm a abusive customer and please transfer me to someone who handles such calls because I don't want to waste her time. I was trying to be honest with her and let her know that I am not going to stop until I get some actual service and satisfaction.
Cristy explained to me that the supervisors are call center, quality control people and that the reps can help more than they can. This makes very little sense to me but I allowed it. I figured that I'd spend an hour on the phone with Cristy and then wind up calling back again anyway...whatever. I'm on a mission.
Cristy was very patient with me and she listened to me. She also says that the billing department deals with this kind of thing after the sales department sells a package all the time. Apparently the sales department does work on commission and instead of selling Comcast service straight they lie. (Told you!)
Cristy also told me that the reps saying that they can't call people back is a lie. They do call people back they just don't want to.
Cristy also said that it's OK if I'm recording this conversation.
Cristy went over my bill and my situation. She said that my bill had already been paid and they she can not reverse the charges that were applied on 8/4 ($176.10) but that she will give me a months credit for next month. She repeated 4 times that I will NOT have a bill from Comcast in September. She also said that my billing cycle is on the 14th of each month and that she will look at my account and call me back on 8/16 to verify that I will have NO bill in September.
I asked her who I should complain to about Caressa. Cristy said Comcast Corporate and gave me this number 888-610-0995
4:27 Calling Comcast Corporate
Kirk - Escalation Department - Could not see my account because he's in Georgia so he is giving me the Executive service support group for Broward County, FL where I live. 800-762-3189
I left a message at 4:30 PM.
I called the previous number back and asked for a email address for serious complaints and was told that there is no such email address. I don't believe this for a minute.
I found a email address on the Contact Comcast area of their website. I've selected Internet Service/General Inquiry from the menu because there is no selection for customers who "Aren't going to take it anymore!!!". I don't think that I'll get anywhere with this but what the hey...
LMAO!!! The form will only take up to 1500 Characters.
I'm NOT Done With This...