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Comcast in Jacksonville, Florida - Some Representative Need More Traiing and a Better Attitude!

TO: 1701 John F. Kennedy Boulevard Philadelphia, PA 19103 ATT: Customer Support Management To Whom It May Concern: Normally I would not spend time on a communication like this, however I feel it is important to contact you regarding a recent experience I had with your Company that was at first extremely frustrating and concerning, and ultimately very satisfying. I would assume Comcast’s customer service standards are at a point where this letter will be taken seriously. My hope is that through the notations on my account you will have the ability to contact the two representatives I spoke with and provide additional training to the first and strong commendations to the second. On January 25th, 2013 I contacted customer service regarding a concern I had over increasing charges on my bill. My first call was made somewhere around 4:30 pm and lasted over an hour with a representative who gave me nothing but conflicting information until ultimately putting me on hold for 10 minutes while I waited for a supervisor. The second call was made just before 6:00 pm. This representative quickly and without hesitation assisted me, and within 10 minutes my concerns were settled. I do not remember her name but she is in Illinois. I was told by the first representative that the charges I was concerned about were due to 411 calls made in December. I explained to her that I had already gone online and reviewed my "placed call" going all the way back to October and I did not see any 411 calls. I also live by myself and I never use 411 instead of quickly and for free looking numbers up on the internet. However, there were 12 numbers dialed that were referenced as +999 5555088. At first she told me that this was not the 411 number I was being charged for dialing. I was not looking for a credit, yet an explanation. I explained that due to the fact that 1) based on what she was telling me, nowhere on my bill did it show these calls being made and 2) I was being asked to pay for a charge without a proper explanation and proof, I did not feel comfortable just accepting charges that not only I could not see, but also due to the misinformation she was giving me. During this call she made several conflicting statements which led to me not accepting these charges as she described them and kept us on the phone for way to long. These conflictions include: 1. At the beginning of our conversation I told her I saw 12 calls on December 24th, 2012 that I did not recognize as phone numbers looking like +999 5555088. Knowing that every other call going back to October looked like a standard phone number (***) *** ****, I asked her if this could be the 411 calls she was referring to and she said very specially "No these would not having anything to do with the charges you are questioning." I was at home by myself all night on Christmas Eve and am certain 411 was not dialed. Without any other evidence supporting the charges for 411 calls, I stayed on the phone hoping for an answer as to where I could go to actually confirm the charges instead of just being told to pay without proof. After about 45 minutes of not being able to provide this information, she told me her computer locked up and that the +999 5555088 number she initially told me had nothing to do with the charges "must be the 411 calls" and that there was nothing she could do. 2. I explained that I had no problem paying if I could be comfortable knowing that the charges were legitimate. However they were not on my bill and according to her the questionable numbers on my call log was not the cause of the charges. I asked her to please walk me through the website and where to go to see the charges she was seeing. She told me that the call log I was seeing was not the same one she was seeing. She also had no idea how to take me to the correct page on the website or was not properly trained to know how to perform this simple task. After at least 10 times trying to explain to her that what she was telling me to do was the same thing every time and was not working, she put me on hold for about 5 minutes. 3. One reason I was not comfortable with the charges was because of the conflicting information she constantly gave me. She explained that she saw 7 dialed calls to the +999 number on December 24th that cost $1.99 each; however I was looking at 12 of them on the 24th. When I questioned her as to how 7 charges of $1.99 added up to the $21.00 she said I was being charged (which was actually $19.90 according to the bill) she said "oh you have more of them on December 14th. She did not have an answer when I told her that according to what I was looking at there were only 3 calls made on December 14th and all were legitimate numbers. She did not even know the exact amount of the charges, she had no explanation as to why I was seeing more calls to the +999 number then she was seeing and had no idea as to why 7 $1.99 charges would add up to $21.00 as opposed to the $13.93 they do, other than to say there must be about $7.00 in taxes. She also had no idea why it is unreasonable to suggest the charges included a 50% tax rate. 4. At the beginning of our conversation she told me that it was impossible for her to tell me what number it was that was being searched through the 411 calls, just that she knows that 411 was dialed 7 times. However, after a long period of time she put me on hold. When she came back she told me that in fact the number being requested by 411 was a local Jacksonville number located close to my house. I did a quick search and found out that the number she gave me is assigned to an elderly couple down the street who I have never heard of. It was evident to me that she was just trying to tell me whatever she could to get me to drop my interest in verifying my charges and not interested at all in helping resolve the problem. 5. In an attempt to get off the phone and settle the matter I asked to have 411 blocked from now on, and if she could not give me any information verifying the charges I would like a credit for the $19.90 charge. I told her I knew she couldn’t take away the calls, but it was possible for her to credit my account so we could move forward. She told me there was nothing she could do and there was no way she could credit my account for anything. The most she could do was file an inquiry but I would still be responsible for paying the charges even without satisfactory evidence that they were legitimate. After a while on hold again, she came back and told me her computer was locked up and would not let her log on and that there was nothing more she could do for me except file an inquiry. Obviously with so much conflicting information and with absolutely no answers to any of my questions, I had turned from wanting to verify the charges and pay them, to not believing they were legit and wanting a credit. As a consumer it is concerning that this person seemed to care less about doing her job or she was simply not prepared at all to do it. My feelings are that it is both. After getting off the phone I simply could not believe that one of your representatives could be so incompetent. I decided to call back and see if anyone could confirm any of the information she was giving me. This representative could not have been more helpful and took care of me and my concerns without quickly and without hesitation. She was in Illinois and immediately explained to me: 1. The +999 55508 number is 411 and explained how the calls to 411 are routed through the system to local providers. Had the first representative just known this information we would have saved over an hour of frustration and confusion. 2. She explained to me the exact times the 411 calls were dialed late night around 1:30 a.m. and within seconds of each other. 3. Unlike the first representative, she logged in with me online and took me straight to the website page necessary for me to see the calls. Although I had been there before and was told by the first representative this +999 number was not what I was being charged for, the second representative made me more than comfortable that these were in fact legitimate charges. 4. Unlike the first representative that told me she saw 7 charges on the 24th and 1 on the 14th, without me saying a word the second representative quickly pulled up my call log and confirmed that she was seeing a total of 12 charges on the 24th, just as I had seen. 5. While notating my account, she offered to give me credit for the $19.90 charge due to the misinformation I had been given. This representative could not have been better and I would hire her in a heartbeat if I had the chance. She was more than professional and she knew her job inside and out. The first representative should at the very least be required to undergo some extensive training before being allowed to answer calls again. While I am still not convinced these calls were place, I appreciate the second representatives quick and sincere assistance. You are welcome if you wish to provide this letter to each of these representatives. Best Regards,
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Review
#379078 Review #379078 is a subjective opinion of poster.

Comcast SUCKS!

This has got to be the worst run company in the Universe!The biggest nightmare ever is to have to call 1-800-COMCAST.I have literally spent hours on the phone with them over the last few months and they still can't get my bill correct. Even trying to pay my monthly service on line is a nightmare. Wrong account information, incorrect address, *** PEOPLE, IGNORANT PEOPLE who "read" the canned apology screens over and over and still can't figure out how to fix anything.Getting service intitally was even worse. Wrong equipment sent three times, causing major billing problems that took hours/days to correct. Even the technician they sent to the house wasn't sure anything would work. He finally got it right, but, since then, it's constant calls to correct billing issues. On line live help? PLEASE! Canned responses, *** questions over and over, and support "techs" in either India or the Phillipines have NO CLUE what the *** they are doing or talking about. This Behemoth of a company has the absolute worst customer service in existence. I deal with them personally and business-wise. On either side, it is terrible, terrible, terrible. If I had a choice, I would never ever do business with them again. I can't fathom how they are acutally still in business other than the fact they monopolize a lot of regions and you have no other choices. They are understaffed, under-trained, and way under managed. Our Lewes, DE Comcast office staff are working behind Bullet-proof glass. NO JOKE! the place is locked down better than Fort Knox, and you can only talk to them via the glass and the auto-draws at their stations like a bank. The customers in line there are all IRATE due to problems with Comcast of one sort or another. If you want to feel what it's like to always be at your "wit's end" in dealing with complete buffoons try COMCAST. They will do it to you everytime. And, I mean EVERYTIME. "Xfinity" "Comcast" what ever they are calling themselves these days SUCK! Their stock (CMCSA-NASDAQ) is trading today at $39.66. Traders are telling their investors to buy. Comcast stock owners must have Direct TV or something because if you ever navigated your way through the voice prompts and finally got to speak to a "customer service rep" you would see why Toilet Paper is more valuable than Comcast Stock. If I ever win Powerball, I would never ever own anything to do with Comcast.I don't know who owns or runs this Giant Cess Pool, but, they must have their heads buried so far up where the sun doesn't shine a deaf/blind person would do a better job.
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#378993 Review #378993 is a subjective opinion of poster.
Loss
$1

Comcast in Baltimore, Maryland - They take advantage of seniors, selling a package giving a price and term, then break their terms.

My sister, in her 70's, now passed away had sooo many lies told to her from comcast, never was able to get it resolved, felt threatened by them, was told different lies each time she call. They retaliated and removed some channels from her cable box , she over paid them, the bills were very confusing and if it went to their in house collections, the amount due suddenly increased. They mis applied her payments, lied to her and committed fraud by selling one special, then a few months later her bill doubled. They were rude to her on the phone, never resolved her issues and are very nasty. Each time she called, she spoke with another rep and was told another story....terrible abuse and are downright ***. Them seem to prey on seniors and take advantage of them. She did file a complaint with FCC, they did contact them, but they accepted a letter from comcast stating they resolved her issues....funny, she never got the call...so they not only lie to customers, but the government too.....sad!
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#378891 Review #378891 is a subjective opinion of poster.
Loss
$4000

Comcast in Chicago, Illinois - No show 2 days in a row after taking off work to get cable, phone and Internet hooked up.

Moved into a new home which would require the premium setup- 6 TVs, phone, cable, HD DVR, and Internet. Appointment window scheduled for 8am-8pm in my area (supposedly my only option). After waiting around, calling to confirm several times, no one showed up. I called at 8:05 and it turns out, they don't even send people to my area that late -wtf, why the appointment window then? Rescheduled for the following day, given three different appointment windows after numerous confirmation calls (me to them, never the other way). Stood up for all three. A total of 4 appointments made and no one has ever shown up or given me a call. Called Directv and they were here within the hour. People have lives, jobs, responsibilities and I gave up 24 hours, numerous chances and never once was treated with genuine kindness or regard. Not to mention, I own 3 homes and all will be directv customers.
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2 comments
Anonymous
#646291

You should have went with"DIRECTV"In the beginning.But please be aware of which "PACKAGE You Choose".

Anonymous
#646288

2 days no call no show for techs. My building does not allow for other service providers.

I have called 17 times over last 2 days to confirm appointments, always told its all set, nobody shows or calls. Worst service ever.

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Review
#378734 Review #378734 is a subjective opinion of poster.
Loss
$1000

Comcast in Memphis, Tennessee - HORRIBLE SERVICE /BILLING/CUSTOMER SERVICE

3 days of calling and asking for help with no reply from COMCAST manager/supervisor. Quoted a fee of $25.00 for installation of an additional line, charged $190.00. Still waiting for a call back from the COMCAST manager/supervisor. I have talked with 4 customer service reps (CSR). The first one, gave the quote but did not put it in the records. The second, tranferred me to another CSR once I explained the problem. The third took my message and said she sent it to the supervisor. The fourth said the request was noted but no message was sent to the COMCAST manager/supervisor. And then she asked what was the nature of the problem, are you kidding me?
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Review
#378700 Review #378700 is a subjective opinion of poster.
Loss
$165

Comcast has the worst customer service EVER!!!

I was thinking about becoming a new Comcast customer and made a call to XFINITY. I was routed to the Virginia office and reached a lady that had no business working anywhere let alone in a customer service call center. I have rocks in my garden that have more signs of intelligence than this person. Not only was she rude, laughing and couldn't answer ANY questions but she flat out lied. Disgusted with this person I called XFINITY again to reach someone else and asked for a supervisor "crystal" who flat out lied and was just as ghetto spoken as the first individual. I was looking at a triple play package and was curious about two things. My first question to her was in this package it states (A Digital Voice modem is necessary to bring XFINITY Voice from Comcast into your home. (Add $7.00 per month) I asked is this included in the $199.99 or would this be in addition to my bill. She said it is included in the $199.99 which is a lie it isn't. Second question was in the check out it says that the package prices do not include applicable taxes and fees. So I asked her if I could get an apx. price of what these taxes and fees might be monthly. After her telling me no 20 times she finally goes hold on and 1 minute later gave me a figure of $18.28 and said we looked it up. Why wouldn't you do your job as a supervisor in the first place and look it up. So instead of just the 2 questions I decided to ask her a final question and said to avoid the $7.00 monthly rental (the one she said was included) can I just purchase a voice modem and use it? Her answer was no you can't purchase a voice modem and use it (another lie). I called back several times in hopes of getting someone with some kind of brain and got lucky. I was routed to a person in Washington state and she was able to really answer my questions in 30 seconds.
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#378634 Review #378634 is a subjective opinion of poster.

Comcast in Sunderland, Massachusetts - Terrible Customer Service

Not really an instance, more of a running problem. Comcasts "high speed internet" is never high speed, nor does it work for more than a month without issue. I've had to call their customer service (one of the worst in the business) literally hundreds of times, just so i could get a refresher signal on my modem. They have the option to get one sent through the computerized system, but after one or two times, they force you to talk to one of their braindead employees. i have to go through so much uneccessary *** and talk to someone who clearly knows less than me just for a REFRESH! The modem/router combo they sent me doesn't work right. the internet cuts out every ten minutes, rendering it nearly useless. the only reason i still have it connected is because it's also the phone modem. I've been a customer of theirs for years, so i'm able to get a small discount, but still end up paying around $180 for all three services. Their phone service is okay but overpriced, and would actually cost more to remove it from the plan then to keep it (because that certainly makes sense). The only bright side to this company are the electricians. everyone i've had come to my house (and i've had around 15, have met some of them more than once) is extremely knowledgeable, knows what they're doing, and openly trash talks their companys customer service, and services in general. The straw that broke the camels back for me was when i tried looking at my account info online. It wouldn't load. refreshed a good ten times and left the page up for 5 minutes before giving up. this company is actively trying to shut you out of your account info, just so you can't see how much you pay for their *** service. that is all, thanks for listening, down with comcast, go google fiber!
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Review
#378446 Review #378446 is a subjective opinion of poster.
Loss
$1000

COMCAST IS THE DEVIL

My roommates and I had comcast for about 6 months, and it was nothing but trouble. TERRIBLE CUSTOMER SERVICE!!! You can never just talk to someone or simply get help, and it can even be difficult to pay the bill online. For 2 months the cable didn't work even though the internet did, so we kept trying to get someone to fix it, and when it finally was resolved, I asked if they would reimburse us for the 2 months it wouldn't work, they put me on hold... for an hour... finally I gave up. There is so much we hated about it, we finally cancelled with them. I asked directly if there was ANYTHING left to pay and they said no. Now a month after canceling, I received a letter from a debt collecting agency from who else? COMCAST! They had a whole lot of folderol to say about why there was one last bill... but the truth of the matter is they are just crooked and want to milk you dry without any responsibility on their end. I am seriously angry and I am trying my best to get this bill waived so that I will not have to pay for a month of service that we didn't even use! If you haven't signed with them please don't. If you have, then Lord help you.
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3 comments
Anonymous
#715346

here, here. I cancelled within 30 days because the service was so terrible and am still getting charged for the service "received" during that time because their system didn't realize I had sent the modem back until day 36. Never again.

Anonymous
#609622

comcast charging 544.00 for *** charges which i did not order!! they r crooks, liars, cheats.

Anonymous
#603471

I have Comcast and every day for 8 hours the Internet is slow or doesn't even work for real they say high speed Internet.... It's a lie.

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Review
#378062 Review #378062 is a subjective opinion of poster.

Comcast in Scotch Plains, New Jersey - Fraud about their tripple [play

Comcast bombed me with advertising about their triple play for $79.99 a month for 12 months, and eventually I agreed started Dec. 12, 2012. It was a complete fraud. They sent me maybe 10 e-mails that my rate is $99.99. After at least 10 phone calls agent-supervisor Sharon (ID NWK34I) sent me a letter dated Dec. 19, 2012, with a detailed description of my charges. It was satisfactory, the first bill was in accordance with her letter, and I thought that the problem was settled. I was naive! On Jan. 8 2013, I received an unsigned letter that they erred in billing me, and starting the next month my bill go up from $106 to $115.95! I have never accepted even the $106 charge! I called to the Comcast headquarters in Philadelphia, a person named Chuck returned me a call and tried to convince me that because they give me a $25 credit, my $116-25=$91 still be good, and I need to be happy even though I signed for $79.99. I am of 75 years old, and I may get heart attack from all this dealings. Just do not trust them and do not sign up with Comcast.
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1 comment
Anonymous
#597073

You would probably do better signing up with DIRECTV.They have cheaper package's than COMCAST.Even with the $91.00 package your monthly bill will be over $100.00 with taxes.So you will not save.

Review
#377947 Review #377947 is a subjective opinion of poster.

Comcast in Philadelphia, Pennsylvania - 3.00 credit for half day interruption for 4 services???

Lost internet, fax line, phone line on business and home phone line frpm 7 am to 1pmagain I repeat business lines and they think 3.00 is a fair credit will be switching to verizon when our contract ends with them. Tried to talk to a supervisior apparently the calculation they use doesn't factor in common sense. Its going to be a pain to switch the email to verizon but I heard they have better costumer service. Forgot to mention the week before the tecnician was out we lost home phone service for days on that one I didn't ask for a credit that time so I figured since we have been customers forever they would have been more reasonable
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#376187 Review #376187 is a subjective opinion of poster.