Saturday, November 14

Why I hate Comcast

Here's the email we just sent Comcast:

We recieved a letter stating that the cost of our services (cable and internet) would not go up more than $10 a service. On our next bill, the internet went up $10, but the cable went up $30. The bill after that went up an additional $3.

My husband called 1-800-COMCAST and they couldn't explain what was going on with the billing. When he asked for further explination, he was immediately transferred to the cancellation department.

Then he chatted with a representative on your website who told him to take a copy of the letter to our local Comcast branch.

We have since visited our local Comcast branch twice. The first time we brought a copy of the letter and were told that a manager would call us the next day. We did not recieve a call at all. The second time we brought another copy of the letter and were told that a manager would call us within the week. When we explained that a manager did not call us the last time we visited the branch and asked for a direct phone number or email address we were told that they could not give those out.

We finally recieved a call from the manager, the Monday after our second visit to the local branch. She left a voicemail explaining that she was out of town often, but was at her desk at that moment and we could call her back then. When we returned her call, we reached her voicemail and left a message. We have since left two messages explaining our problem with our bill and asking her to call us. We have not recieved a call from the manager.

At this point, we have spent almost two months trying to get our questions about the bill answered. We have paid two bill with rates we feel are incorrect, so as not to be charged additional late fees.

The company credo states that "Comcast will deliver a superior experience to our customers every day" and that "we will offer the most customer-friendly and reliable service in the market." Your company and the representatives are not living up to your claim.

We have spent two months doing everything we can think of to do to have our questions about our billing answered. We have called 1-800-COMCAST, chatted on the website, visited the local branch in person, and called the local branch. We need you to tell us how to have our questions addressed.

1 comment:

Nancy said...

I am totally with you on the Comcast thing. I hate it because it's so expensive but I don't have another option in my complex. And yes, mine just went up $3, too... but not the other $40 that you suffered. Boo for that!