I entered into a 2 year contract with Comcast for the Xfinity X1 triple play package in September 2014. I've had several billing issues with this firm since that time. They have resolved most of them except for the most recent.
On December 22, 2014, I paid my January bill and noticed that a $100 "WinBack" credit was applied to my bill, which left a balance of $39.85. On January 16, 2015, I paid for my February bill, which had a separate $100 "DSR" credit applied to my bill. This left a balance of $43.62 on my bill, which I paid. I recently checked my March bill and discovered that there was a $100 fee added to my bill totaling $243.62 due on March 9, 2015.
I contacted Comcast's Customer number two weeks ago and spoke to a CSR and their Supervisor to learn the following. Comcast's accounting department made an accounting error on my bill, they retracted one of the $100 credits and added $100 to my March bill, had no intentions of ever communicating this to me, apologized and told me that I must pay for their accounting mistake.
I researched the January and February bills to learn that Comcast revised the January bill to show that I received the (2) $100 credits in the January bill, which was not what the original bill showed. The Customer Service Supervisor stated that they put a request for someone to contact me from the Accounting department. Two weeks later, I heard nothing.
I went onto Twitter and tweeted on the ComcastCares handle on February 14th. A Comcast Social Media rep contacted me finally on February 25th. After direct messaging with the Social Media rep, Sean, for an hour on March 1st, they finally said that they will credit my March bill back the $100. Sean explained that the change should take effect within a few hours and that was at 8:30am this morning. It is now 3:30pm, over 7 hours later.
Comcast tends to delay response and I refuse the sit back and idly watch the hours, days tick away again. I have the following concerns. Why does Comcast think they have the right to revise customer bills after the bill has been paid? What gives Comcast the right to offer (2) $100 discount, claim of one which was a "billing error", apologize for the error, provide no notice or due process and increase the March bill?
This is a bait and switch. If the company offers a discount one month and then retracts the offer the following month, how is this legal? This is billing under false pretenses and fraudulent at the very least. Comcast made the billing mistake, they should honor the credit and not punish the customer. They failed to make any attempt/effort to explain what occurred. In addition, Comcast will tell you that they will contact you and correct the bill, but nothing happens. I need action. Thank you for your time.
Reason of review: Fraudulent Billing Practices and Poor Customer Service.
Monetary Loss: $100.
Preferred solution: Credit my March 2015 bill with the $100 credit you offered me a month instead of increase my bill by $100 to recoup from your accounting error..
I didn't like: Customer service, Billing practices.