On March 26, 2013, I had issues with my email account. After trying to troubleshoot the problem myself, I gave up and called Comast. (Outlook kept giving me a pop-up message that the issue was with my ISP.) I called Comcast that day and asked about getting technical assistance and I was told that I’d need to call Xfinity Signature Support and talk to them. I called the number (877-480-1344) and spoke with a service representative. (I didn’t get her name.) I was told I could get support, but I’d have to sign up for a monthly plan for $14.95. I really didn’t want to do that, but she assured me I could call and cancel the service at any time and I’d be prorated the charges. I agreed and she put me through to Bill, who helped me with my issue. The issue was resolved and I later called and cancelled the service.
My bill came and I found two charges on it. One charge was for the prorated Help Desk fee and there was a second charge of $39.99. The $39.99 charge was for a “Help Desk Enrollment Fee”. This fee was never brought up during my initial call back in March. I felt it was unfair Xfinity Signature Support was assessing his charge, so I called to voice my complaint on May 23, 2013. I was on the phone for a total of 40 minutes – a combination of being transferred around and being on hold – and was told by the service rep that they needed to escalate my issue to a supervisor and that I would get a call back in 24-48 hours. I never received a return call.
On May 30, 2013, I called Xfinity Signature Support back. I told them about my issue and that nobody ever returned my phone call. The service rep I spoke to that day told me that the charge would be removed and I would not need to pay. I considered the case closed, until I got my next month’s Comcast bill. The $39.99 Help Desk Enrollment Fee was still on the bill.
On June 24, 2013, I called Xfinity Signature Support. I told them I had been told the month before that the $39.99 charge had been removed from my account. The service rep I spoke to told me the charge was still there and that the issue needed to be escalated to a supervisor and I’d receive a call back within one-two hours. I received a call back one hour later from a supervisor, but I got disconnected during the call and had to call back. I asked to speak with a supervisor (after being put on hold for 15 minutes) and was informed that they could find no record in their system of my initial call back on March 26, 2013 when I initially purchased the service. The rep told me that they would have to have a supervisor call me back in 24-48 hours. I never received a call back.
On July 3, 2013, I called Xfinity Signature Support. I spoke to a service rep named Erin and she said, according to their records, that the $39.99 Help Desk Enrollment Fee had been removed from my account. (She said there was a note in red font on her computer saying this.) She transferred me to customer service so I could get confirmation from them that I would not be charged $39.99 on my next bill. This exchange with Erin took 30 minutes. She transferred my call and I was disconnected during the transfer. I called back and got transferred to Billing. I spoke to Mark, and he said there was no record in my account about the $39.99 being removed. I asked to speak to a supervisor and he told me to call Comcast directly and talk to them. I called 651-222-3333 and talked to Cy. He told me that the he couldn’t help me and that I needed to talk to Xfinity Signature Support.
On July 4, 2013, I called Comcast. I explained everything that had transpired up to this point and expressed my displeasure over the run-around I’d received at Xfinity Signature Support. I was told Comcast couldn’t help, since this was an Xfinity Signature Support matter. I spoke to Giovanni, who told me to call Xfinity Signature Support. He transferred me there, but I just got caught in an endless automated loop – I think because they must have been closed for the July 4 holiday.
On July 10, 2013, I called Xfinity Signature Support and got stuck in their automated phone loop again. I called Comast and spoke to someone in billing named Sai. Sai was a HUGE help. He told me he was so sorry I had gone through everything I had. He told me that I could pay my entire balance ($174.28), which would include the $39.99 Help Desk Enrollment Fee, and that he would then credit me the $39.99 on my next bill. I agreed and made the payment. He gave me a confirmation number and was the first helpful person I spoke to in almost three months.
I think Comcast and Xfinity Signature Support have ABYSMAL customer service. I figure I spent at least four hours of my time on the phone trying to get refunded for a fee I never agreed to pay and was never informed about when I signed up for the Help Desk service. It’s extremely frustrating because Comcast is the only cable provider in my area, so I’m stuck with them. I think that because they know this, they don’t feel the need to provide decent support or take care of customers. I give Comcast a “fail”.
Product or Service Mentioned: Comcast Service Transfer.