I ordered the Comcast Triple Play Option for my 79 Year old motherwho just moved in to a new HUD subsidized low income elderly apartement. Deal was supposed to be for $99 per month for 2 years contract. Had to also pay $7 per month for a modem for the Internet Service. Total per month was supposed to be $106. I agreed to pay $34 per month for installation for a first months bill of $140. Subsequent months would be $106. The deal included free HBO for six months and free DVR Service for six months. Special online ordering offer was for a $200 Visa Cash Card. I printed out the Order confirmation that verified all of this information.
One week after Comast installed the Cable Box, Phone, and Internet Modem, they sent my Mother a bill for $254 dollars rather than the $140 on the order confirmation. When we called Cust Service guy ("Dave") said they do not give away 6 month free HBO or DVR Service (really? check their website: "Triple Play Option"). They also had to charge an activation fee of $29.99 for the Phone and another Installation fee of $50 on top of what was on the order confirmation.
When I said that I had the order confirmation printed out as Comcast suggested I should do when I placed horder, he said they do not send order confirmations from the order website or by mail....even though I was looking at one in my hand! I told him that they could come pick up the equipment and cancel the order. He then proceeded to work on the problem which apparently meant he would put me on hold for thirty minutes several times while he "checked with his supervisor". Each time he came back and offered to credit Mom's account for one extra charge at a time: first the second "installation charge". then when I would not agree with just that credit, he offered to credit her for three months HBO, then 3 months of HBO twice, then credit for the "free"6 -month DVR Service. Finally I got him to agree to eliminate all the extra charges.....took about two hours.
Then I asked him to confirm the monthly bill amount and it had jumped from $99 plus $7 to $148 per month and he said he could not find any "Triple Option Plan" in the Comcast sytem. So I again told him to come get the equipment and cancel the order since they refused to honor their own offer and order confrimation. So he then went away for another 15 minutes (put me on hold) and came back and said they would honor the $106 per month.
So then I thanked him and aksed him if they would rebill for the correct amount and he said, "No, you have to pay the full $254 since you already have that bill. Then he would see that she got credited for all those extra charges. I said I would do that if he confirmed in writing everything he agreed to credit and he said he could not do that. I would have to take his word on it but I could trust him because he had been workjing there for years and knew all the tricks. Except he doesn't apparently know what Comcast offers new customers for signing up i.e. Triple Play Option. Then he added if Mom did not pay the $254 on the original incorrect bill, she would forfeit the promised $200 Visa Cash Card.
Once again, I told him that I wanted the account cancelled and I wanted to speak to a supervisor and he said supervisors don't take customer calls but he would talk to his supervisor and call me back to tell me how they were going to make everything right and honor the order confirmation.....without putting anything in writing which would get him fired. That was three days ago and no one has ever called us back.
I've since read many customer complaints that Comcast has been using this same "bait and switch" scam for at least two years, they are under investigation in 21 states, have been successfully sued in small claims court where they apparently fold and settle before any actual court procedures. I have been advised that this is apparently part of Comcast's business plan, to cheat and lie and count on older people who don't undertand scam artists and cheating to knuckle under and pay all the extra fees.
Well, they've messed with the wrong 79 year old lady this time! I'll see that company investigated and see someone fired before I'm done with them! This company has no shame and no integrity. The only thing I don't know is how far up it goes. But I will find out if I have to write a thousand letters to local and state government, and every officer and member of their board of directors. As well as the millions of copies of this complaint as I can send out over the web!
May 29, 2012
"Dave" at Comcast Customer Support
Order Number 8497900011590761 dated may 9, 2012. Installation May 22, 2012
Product or Service Mentioned: Comcast Internet Service.