Darren J. Lane sent a message to Brian Roberts that said:
Mr. Roberts,
I am sending this email out of frustration over recent events regarding service and billing with your company.
My wife and I have been long term clients of Comcast. We left briefly a few years ago to try AT&T and quickly reverted back to what is a truly great package of cable and internet services. By a few quick calculations, I estimate over the past 11 years we have spent in excess of $26,000.00 for cable, internet, and phone services. At the end of the day, that is a large sum of money. As a consumer who is spending this amount of money on a service & product I have a minimal set of expectations regarding personal customer service.
We recently moved residences and I utilized your department that specializes in account transfers when residential customers move. The representative I dealt with was courteous, professional, and attentive. I had no concerns and felt confident my request for service cancellation at our existing residence would take place on time and service at our new residence would be activated 24 hours later as agreed upon.
This unfortunately did not happen. Our TV, Internet, and phone services were shut off a three & half weeks before our scheduled move date of September 9th. Not realizing this at the time, on August 15th I called the customer service number and they attempted to reboot our equipment. After I gave them the requested information (serial numbers, etcâ¦) I was informed those numbers didnât exist in your system. After 90 minutes of being on and off the phone with customer support I learned our service had been cancelled and Comcast had no way of restarting our services remotely. I was told that the customer service representative I spoke with in the transfer department didnât input my stop / start dates properly. At that point I had two options: Being Saturday morning I could wait until the following Monday to work on a resolution or travel to the nearest customer service center and turn all of my equipment and open a new account.
Since I require internet services for my home office and my familyâs need to have cable TV for the weekend, I headed to the nearest customer service center. I arrived 20 minutes before closing and had 28 people in front of me when I arrived. I followed through, setup a new account, received new cable boxes, remotes, modem, etc⦠and instructions on how to install services via the web. Long story short, after arriving home the cable boxes didnât work. This in turn caused me to spend more time with customer support that afternoon to get this situation resolved. I later found out the customer service representative I met with who had given me my new equipment didnât enter the correct information in your system ultimately rendering this equipment useless.
During what I thought would be my last phone call with customer service I requested a credit for all of the inconvenience I had been caused. This issue cost me 6 hours of family time, vehicle fuel, and more frustration than should ever be caused by a cable service provider. I felt a monthâs worth of TV service should be credited for my troubles. This didnât happen - the supervisor that was supposed to call me back around 4pm on August 15th never did. I called back later to follow up on my request and ended up speaking with another supervisor who verbally approved my request. My next bill came without any adjustments so I decided to go to the nearest Comcast customer service center and have by bill adjusted. Again, long story short â I received a $25 credit. This prompted another call to customer service at which time I received another commitment for an invoice credit.
I decided to visit the nearest Comcast service center on September 24, 2015 I was led to believe my account was in order as the customer service representative had resubmitted my credit for approval and my balance with Comcast for account # 8771402040709667 was zero.
This brings us today, November 27, 2015. I received a collection notice from Diversified Consultants, Inc. working on behalf of Comcast to collect $49.84 for the account listed above. I took the letter and yet again drove to the nearest Comcast customer service center to find out the credit request from September was still open. The local representative submitted the request again for the 3rd time to a supervisor for approval. She told me to wait a week to see if the request has been processed.
I am at a total loss here and quite frankly numb with this issue. I have spent countless hours chasing down a $50 credit resulting from a comedy of errors caused by your company. That time could have been devoted to something with much more value â more value in fact than writing a personal letter to you in an effort to resolve this ongoing problem.
I am appealing to you for help. My cell number is 574-904-4186. I have responded to the collection agency letting them know I am not responsible for this balance. Thank you in advance for your help.
Sincerely,
Darren J. Lane
