Comcast Corporation Complaint - Amazing run-around on live chat
Just read the chat and it tells all. Note the last guy just closed the chat without even responding. Last time I'll use live chat! Fortunately when I've used phone support, once I get through the menus, the tech is usually helpful. Time - over 30 minutes.
chat id : d62b6f8d-0310-4674-b9f3-a154abf9e314
Problem : Forced me to this screen when I tried to access my account.
James > Forced me to this screen when I tried to access my account.
Michael > Hello James_, Thank you for contacting Comcast Live Chat Support. My name is Michael. Please give me one moment to review your information.
Michael > Hi James! Ill be glad to assist you with that
James_ > OK - what do I need to do. when I hit "update account" as requested, it took me to this screen. Sounds like I need to set up a pin and security questions.
Michael > I see here that you have a problem with your Log-in, I understand the trouble that this has caused you and I want you to know how sorry I am for the inconvenience. As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that I will do the best I can to resolve this issue on this chat, James.
Michael > Let me see what I can do on my end
Michael > To better assist you, Let me pull up the account.
Michael > To ensure the integrity of your account information. Can I please have the Full Account Name? Also, please provide me your 16 digit account number or the last 4 digits of your Social Security Number
James_ > james xxx xxx
James_ > xxxxxxxxxxxxxxxxxx
James_ > xxxx
Michael > Thank you James, Let me check on your log-ins. Please give me 1-2 minutes,
James_ > it let me login ok, but then didn't let me past the account update screen.
Michael > Yes, Thank you for that info. Yes the security features must be updated. One moment please.
Michael > Thank you for waiting Jim, May I ask what username did you use?
James_ > xxxxxx
James_ > (or email@example.com) can't recall right off. it's always automatic
Michael > I see. Thank you, Working on it.
Michael > Thank you for waiting James, I reset the account, Can you sign out from that page? then click on refresh button.
Michael > Log-in as firstname.lastname@example.org password is xxxxxxx
James_ > just a sec...
Michael > Thank you.
James_ > OK, takes me to the same screen I had before. I hit "Update Account" and it gives me the same message:
James_ > Comcast requires you to update your account information at this time. Please chat with a Comcast representative.
Michael > I see, Sorry about that, Let me look into this, Please give me another minute,
James_ > I use Chrome for my browser - could that be the problem?
Michael > No, Thats fine James. This is a problem on the website, I apologize for the inconvenience, I willl do my best fix this for you.
James_ > ...
Michael > Thank you for waiting James, To resolve this issue, I need to transfer you To our High Speed Internet Department, They will set your security question. No need for the Pin since you don't have Digital Voice,
Michael > It has been my pleasure serving you today James and I truly appreciate your understanding and cooperation at this point. Before I transfer your chat, do you have other concerns for me today? I will be glad to assist you further
James_ > nope - that should do it.
Michael > Ok. It is with gratitude assisting you with your today James, please stay online while I transfer you to Internet Department. Thank you for contacting Comcast and have a wonderful day!
Michael > Please wait, while the problem is escalated to another analyst
Rica > It is so great to have you here in chat. Our tools are designed to cater your issues with billing, troubleshooting your internet and phone services, and get information about new products.
How may I help you today?
James_ > Did you see the history?
James_ > Basically, I logged on as usual to Comcast, then it took me to a screen that said I need to hit "Update Account" to set security questions.
James_ > I hit the button and got a message saying I had to chat with a representative. So I chatted and he couldn't help me. What gives???
James_ > Sounds like I just need to put in a security question, but it won't let me get there without chatting with someone who can't help me. (Sounds like someone implemented without debugging!)
James_ > He did change my password (which wasn't the problem). I just want to look at my bill as I've done every month for 4 years.
Rica > Analyst has closed chat and left the room