Comcast Corporation Complaint - Comcast: Abusive and disorganized
This is a copy of a letter I sent to Comcast this today:
To Comcast Customer Service:
This Wednesday, October 6 I turned on my television to find that the cable was out of service. After a couple of hours, I tried again and it was still out of service. I called Comcast to report the outage, and was told by a customer service representative that I had called to terminate our cable account. I had never made such a request, nor had my husband.
The customer service representative then put me on hold so that she could "check into it". After almost ten minutes on hold, I suddenly heard a dial tone. The call was terminated. I called back two times and both times before I could get help, the call was terminated from the Comcast side.
After a third try, I finally got a representative and explained what was going on. She said that yes, there was a request on record to terminate our account, but no indication of the actual call coming in nor was there a record of a customer service representative taking the order. After consulting with her supervisor (while I was placed on hold for over five minutes) she informed me that it must have been a computer error. She then told me that my cable could be reconnected on Saturday, October 9, and that she THOUGHT that the reconnection fee could be waived. I told her that was not acceptable, as the cable was disconnected as a result of Comcast's mistake, and that we needed it back on by 8pm. She put me on hold for another five minutes and then came back on the line to tell me that a technician would be by to reconnect the cable that night, or at the latest, first thing Thursday morning.
By 1pm Thursday afternoon, my cable was still disconnected, so I called Comcast. It all started again. The repesentative informed me that my cable was disconnect as per my request. I told her the whole story once again, and, also once again, after being on hold for almost ten minutes, she camd on the line to tell me that a technician was on his way.
At 5pm, no technician had arrived; no cable was connected. I called Comcast again. After being informed that the cable was disconnected (just as I had requested?!), I was told that they would be at my house to connect the cable on Saturday, October 9. I asked what happened to the technician who was on his way, and, after another block of hold time, listening to the recording telling me how important I am to Comcast, the customer service representative came back on the line to tell me that my cable would "for sure" be reconnected by 6:30pm.
At 7:30pm, we were still without cable. I called Comcast again. This time, I was told that there was no possible way that my cable would be on before Saturday, and that I should not have called and canceled the cable if I didn't want it disconnected. I asked the representative to pull up the records of my earlier calls and she said that all records indicated that I had not made any earlier calls. At this point, I said just to cancel everything. She asked for me to please wait while she spoke to a supervisor. After more time on hold, she came back on the line to give me "good news": My cable would be reconnected Saturday, October 9.
It was at this point that I decided to ask for the supervisor. The customer service representative again put me on hold, this time for almost ten minutes, and then informed me that there was no supervisor present with whom I could speak. I was so upset at this point that I didn't think to as with whom she had been speaking each time I had been put on hold.
Finally, she told me that if I hung up, her supervisor would call ME within the hour. Adding insult to injury, I am sad to say that no "supervisor" ever called, neither last night, nor today. Our service is not yet reconnected.
We have been loyal customers for years, both in our home and rental properties. It is absolutely inconceivable to me that Comcast can show such complete disregard for their loyal customers. I realize that Comcast is the only cable company available in our area, and it seems that your company is using that fact in order to abuse consumers. The simple fact of the matter is that Comcast made a grave error with our account and is not making adequate effort to rectify the situation.
PS. I am submitting copies of this letter to the BBB and several consumer advocacy organizations.