Comcast Corporation Complaint - Lack of Customer Service
PHILADELPHIA, PENNSYLVANIA -- I signed up for the Comcast Triple Play Package in July of 2010. When I signed up, I inquired about their Sports Package and HBO and what kind of promotions they were running. I was informed that if I signed up for Comcast for a year, then I could get the Sports Package and HBO for a year for free. This was excellent news and I signed up to use Comcast.
I am signed up for automatic pay, which I do for convenience expecting Comcast to bill me correctly. Today I was looking at my latest invoice and noticed that I am being charged for the Sports Package and HBO. I noticed that I have been charged for the Sports Package since December, and HBO since March. I decided to call them and ask them to reverse the charges and to be billed correctly going forward.
When I spoke to their customer service representative, they said that they never offered the Sports Package for free to anyone ever. I instructed them to look at any of my invoices prior to December and they will see a $0.00 charge for the Sports Package. They took a look and were surprised but didn't have an explanation for why I wasn't charged. I told them about what I was told when I signed up. They had no notes on that conversation. They then said that I was being charged for HBO because they don't offer it for free. Again, I referenced past history and what was communicated to me when I signed up.
They said that there was nothing that they could do and said that their screen was the only thing they could look at and had provided me with all of the information that they could. I asked if I could speak to a supervisor to see if they could help me. They put me on hold for a few minutes before picking back up (it was the same person). They said that they explained to me what their screen says and could not comment on what I was told before. I explained why I was frustrated as a customer and understood that this service customer agent was explaining only what they could see on the account and why I was frustrated with the miscommunication to the customer when signing up.
I asked if I could speak to a supervisor since the customer service agent did not have the authority to reverse charges. I was told that I could not get one. I explained that I was frustrated that there was no way to get the issue resolved on this phone call and explained that I am moving in a few months and would like to retain Comcast, but with the current billing issues and being unable to get a hold of a supervisor, I may be interested in switching to Verizon. I was told that I can't speak to a supervisor and that they could upgrade my package so that I do receive the Sports Package and HBO free, but my Comcast bill would increase.
I did keep a calm voice throughout the conversation and the customer service agent did listen to my concerns, but I felt as if the customer service agent is just there to listen to the concerns and not really address the issues. I've had something similar happen a few months ago where I no longer had access to the Sports Package or HBO. When I called customer service, I was able to speak to a Supervisor and get the issue resolved. They were able to restore both items and did acknowledge that I was suppose to have them for a year for free.
Having the issue once happens, but happening again and not getting resolution may be the last straw. Once I do have a choice, Verizon may be my new provider. I hope Comcast is able to do something to redeem themselves.