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Comcast in Schaumburg, Illinois - My original paperwork vs. their faulty data entry

The Situation: Recently, my cable/internet bill went up almost $20/month. $10 was for a credit that had dropped off and the rest was related to an increase in various subscriber fees. Called Comcast billing dept: Called twice. The first time, I was given the run-around then hung up on. The second time, after questioning the increases, I was told by the rep that the credit was only good for 12 months (which was now up) and that the fees were standard to all subscribers. Ok, the fees I understand and accept. I then pulled the original carbon copy of the contract from my files and explained that it is written that the credit applied to the length of the contract (24 months). The rep claimed their computer system states it's only for 12 months and that they can not pull the original paperwork because it is company policy to destroy old records after 12 months. They refused to give an email address for me to send a copy of the contract to for verification, again citing company policy. Instead, I'm told to "walk the paperwork into one of their service locations". Called Comcast cancellation department: On this call I explained the situation, my interaction with the billing department, and citing the 2nd paragraph of the Comcast Agreement for Residential Services: "We may change our prices, fees, the Service(s) and/or the terms and conditions of this Agreement in the future. Unless this Agreement or applicable law specifies otherwise, we will give you thirty (30) days prior notice of any significant change to this Agreement. If you find the change unacceptable, you have the right to cancel your Service(s)." (source: http://www.xfinity.com/Corporate/Customers/Policies/SubscriberAgreement.html) that I wished to cancel service. The rep claimed to have no knowledge of this policy and was not willing to go to their corporate site to look at and discuss the Subscriber Agreement together. The rep's only response to anything I said was that I would have to pay the early termination fee if I were to cancel service. I first tried Comcast 3.5 years ago. When what the salesman had promised was not reflected in the first, second, or third month's bill, I canceled. A little over 2 years later, I was approached by Comcast again and decided to give them a second chance. The deal was good, but learning from past mistakes, I was careful to have every price, surcharge and credit written down and verified. The first bill came correctly, and I'd been fairly happy so far. After this ordeal, I will never do business with Comcast again. It's not just that their customer service is terrible. Their dealings are sketchy if not borderline fraudulent. I'm switching to another provider; one that can not only match what I had with Comcast but is willing to reimburse the Comcast early termination fee.
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Review
#836031 Review #836031 is a subjective opinion of poster.
Reason of review
Pricing, Billing, Poor Customer Service
Preferred solution
NOTHING. I work independently and at the rate/hr that I bill my clients, it's not worth another minute of my time to deal with this during their business hours. Over $120 they've lost a customer permanently.
Tags
  • comcast complaint
  • Promotional Credit
  • Subscriber Agreement

Other Product Review

2.3
Details
Excessive hold times bold faced lied to me and no apologies not supervisor available was a 25 year customer till this experience
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#674727 Review #674727 is a subjective opinion of poster.
Reason of review
Poor customer service

Service Appointment Review

1.0
Details
appointment confirmed. They never show up and offered a rediculous offer $20 credit because they messed up your plans. They want to reschedule at THEIR convenience when we need service NOW. It is a *** service.
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#624070 Review #624070 is a subjective opinion of poster.
Reason of review
Poor customer service

Comcast in Schaumburg, Illinois - Charging too much for cable, internet, & phone.

1.0
Details
Why are comcast customer paying for cable, internet, &phone for comcast employees? Stop giving your employees free cable, internet, & phone for free and our cable, internet, & phone will be lower. Stop let your customers pay for your employees cable, internet, & phone. Please retrain your employees to be a good customer service worker. They seem like they don't care when I called in and talked to them. When I called to cancel my cable and internet service the person I talked to sound like he didn't care I wanted to cancel my service. Its just seem like they are there just to earn there pay for the day.
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Review
#603391 Review #603391 is a subjective opinion of poster.
Service
Comcast Internet Service
Cons
  • Price
  • Service
  • Customer service
Reason of review
Poor customer service and pricing

When Comcast's customer service was of little help to me, I decided to provide my own help

Problem: Xfinity will not support Samsung Smart TVs for HBO Go. What is the problem? A program I can only access via HBO Go can only be viewed from a mobile device?!?!? Mike > My Issue: Xfinity will not support Samsung Smart TVs for HBO Go. What is the problem? A program I can only access via HBO Go can only be viewed from a mobile device?!?!? Michael John > Hello Mike, Thank you for contacting Comcast Live Chat Support. My name is Michael John. Please give me one moment to review your information. Michael John > It is a pleasure to have you on chat. How are you doing today? Mike > Hungry but alive, you? Michael John > Oh, I am fine. Thanks for asking. I really appreciate it. Michael John > I understand you would like to access HBO Go on your Samsung Smart TV. Mike > Exactly. The app would be used very effectively if it was allowed Michael John > Yes, you are right. Michael John > Let me go ahead and check on this. Michael John > Please let me help you with that. I will take care of this for you. Rest assured I will do everything within my means to address your concern today. Michael John > Would you be kind to give me a minute or two while I check? Mike > Thanks Michael John. I can wait Michael John > You are most welcome. Michael John > While waiting, we are committed to providing Comcast customers with a consistently superior customer experience. If for any reason something goes wrong, we will work to resolve the issue quickly and as professionally as we can. Learn more about our Comcast guarantee to our valued customers like you by visiting http://www.comcast.com/corporate/customers /customerguarantee.html?SCRedirect=true Michael John > Thanks for waiting. Michael John > I am now checking on this one, Mike. Michael John > Thanks for waiting. Michael John > Comcast is continually evaluating new platforms to support Online TV partners like HBO GO. However, at this time Comcast has not committed dates to support HBO GO on Roku or Samsung televisions. Mike > How come? This is bologna!!!! Mike > your competitors are supporting Samsung TVs Michael John > Mike, I am sorry about that however we currently do not have the information as to why these devices are not yet supported. However, we can guarantee you that we are in contants talks with our partners. Mike > Is there another way to access HBO Go programs on tv? Michael John > Mike, if you have a laptop, you can use your TV as a monitor for the laptop so you can access HBO Go online. Mike > I'll give that a shot then. I sure hope you guys can partner up with Samsung sooner than later! Also, is there a newer HD/DVR box I can upgrade too? Michael John > Rest assured we are working on it. Michael John > Let me check on the account and see. Michael John > Would you be kind to give me a minute or two while I check? Mike > Yes Michael John > Thank you. Michael John > Thanks for waiting. Michael John > Mike, as I have checked, yes, we can definitely upgrade. However, we would need a triple service. Michael John > We can upgrade your account and then we can upgrade to the X1 boxes. Mike > that is the only way to upgrade a box is with a triple play? I don't need a land line Mike > honestly, who has landlines anymore? Might as well own an answering machine too! Michael John > Yes, that is correct. A triply play service is required. Michael John > This is to ensure you will be able to take advantage of the features the box offers. Michael John > I understand a phone service may no longer be of use however it is still very important. Michael John > For instance in emergency cases, it will ensure we can reach the proper authorities should the need arise. Mike > But I would have my phone on me? Mike > That would be a much faster phone call to make Mike > What if the burglars cut the land line and I cannot reach emergency services Michael John > You are right however this is a distant possibility. Michael John > By the way, would you like to process an upgrade today? Mike > But a possibility none other. Michael John > Would you like to process an upgrade today? Mike > What are the additional costs associated? Michael John > For this concern, I would need to transfer you to my partners in the sales department. They can discuss to you options to upgrade to the triple play package and can assist you as well schedule an appointment for the upgrading of your boxes. Mike > What other reasons do you feel I should be aware of to upgrade to a land line? Michael John > Is there anything else before I transfer the chat? Michael John > Mike, the triple play package is needed for the box to work properly. Michael John > We can definitely leave the service you have right now as it is however we will not be able to upgrade to the X1 boxes. Mike > When is the X2 box coming out? Michael John > Mike, we currently do not have the information of an X2 box coming out. Mike > Will it be more faster, more versatile, than the X1 box? Honestly, why would I upgrade if a new service is right around the corner. Its like waiting in line for the new iPhone only to find out a newer version in a different color case is available 2 weeks later Michael John > Mike, we currently do not have the information of an X2 box coming out. Michael John > As of this time, there is no plan of an X2 box coming out. https://www.comcastsupport.com/chatentry/?Trouble.CableTV.Other|chat 1 of 2 10/7/2013 10:32 AM Mike > I know, you know, we all know....of a better version of the X1 box. They just don't want you to know about it. They don't want US to know about it! Merely due to this conversation you and I are having right now, I may have compromised the plan already Michael John > Oh, absolutely not, Mike. If there is a plan, we can assure you that you will be informed however at this time there currently is no plan of an X2 box to be released anytime soon. Michael John > By the way, going back to your concern of upgrading to the X1 boxes, would you like us to have this set up today? Mike > I fear a land line would lend the authorities to track my movements and listen in on on my conversations. Michael John, you don't understand the severity of these steps they want us to take. The X1 box is another ploy into controlling our lives, the information we gather, the thoughts we think! Michael John > I understand your concern, Mike. Michael John > We can definitely just leave the services you have right now as it is. Michael John > If you plan to upgrade in the furture, please let us know. Michael John > I'm glad I was able to help you. Do you have any other questions or concerns I can help you with today? Mike > I appreciate your concern. I might have to remove myself off of the grid in a sooner than later fashion. Considering we don't have a government at this juncture, do you anticipate rising up in a non anarchist's role into taking over this bankrupt and overburdened society we have all fall victim too? Michael John > I am sorry, Mike. However, I can not provide any comment on that. Michael John > I will have the account noted in case you would like to upgrade and contact us back so we can assist you right away. Michael John > Have I resolved all your concerns for today? Mike > For now you have....for now. I will leave you to assist the waiting few of your monopoly of a company. To push for packages for products we don't need, to include dozens of channels for channels we do not watch, to work with the government to ensure we all are monitored like a new born baby home for the first time. Michael John, I thank you for your hard work. Your time will not go unappreciated. Mike > God Speed
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Review
#451416 Review #451416 is a subjective opinion of poster.
Loss
$5