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Below is a transcipt from my online chat with a Comcast agent. Edited to remove my address and email. Am I being unreasonable?

CHAT ID: FABFFB1B-XXX7-48BE-90F2-1A6FDC76A00D

Problem: Need my online id and password

John Michael > Hello Jason, Thank you for contacting Comcast Live Chat Support. My name is John Michael. Please give me one moment

to review your information.

Jason > My Issue: Need my online id and password

John Michael > Jason, I apologize for any inconvenience this may have cause you. Rest assured I will do everything here on my end to

help you log in to your account.

John Michael > I understand that you are having problem with your password which prevents you from logging in to your account. Is that

correct?

Jason > yes

John Michael > Jason, I can understand that it can be difficult to remember logins and passwords. With Comcast, we allow you to manage

all your accounts with just one login and password, so let me take care of this for you right now.

John Michael > By the end of this chat I am sure we will have resolved this issue together to your satisfaction.

John Michael > What username are you using to access your account?

Jason > xxxxxx@gmail

John Michael > Thank you for providing the information. For security and verification, can you please provide the account number.

John Michael > Jason, are you still there? I am still here to help you and provide you support with your Comcast Services.

Jason > i don't have the account number

John Michael > Jason we need the account number in order to pull up your account.

Jason > well i guess i will not be able to log into my account and pay my bill. It's already past due because I haven't had time to deal with

this. What can I do?

John Michael > You can actually give us a call and process the password reset over the phone. Then you can try logging in and process

the payment on line free of charge.

John Michael > You may give us a call at 1-800-934-6489

Jason > That's why i havnt dealt with this already. I takes half an hour on the phone every time i call, and I still will not know the account

number that they need. The website suggests this chat so thats what i did. Now i've wasted 15 min for nothing. This is typical of everytime i

deal with comcast. Im tempted to just cancel my account and go with Dish, i hear they have much better service. Why cant i just reset my

username and password online like every other service

Jason > I dont have my account number because i dont get paper bills.

John Michael > Jason, we cannot locate your account here on my end.

John Michael > Jason, what comcast services do you currently have?

Jason > Really!! I have service at removed my address

Jason > CATV only

John Michael > Then we can register a comcast ID for you. Can you please provide an active email where you can send a link so that you

can register a comcast ID together with your complete name and drivers license number.

John Michael > Jason, are you still there? I am still here to help you and provide you support with your Comcast Services.

Jason > Im here, looking back through my emails comcast

Jason > emails from comcast

John Michael > Jason can you please provide an active email together with your complete name and drivers license so that we can send a

link in order for you to register a comcast ID. Then log in and pay your bill.

Jason > i found my original activation email from comcast where i already went through all this

Jason > Unfortunatly it does not have my username/password

John Michael > That is why you will need to register a comcast ID.

John Michael > Can you please provide the information, above.

Jason > xxxxx@gmail is my valid email address i am already using with comcast

Jason > i dont have my drivers license, why do you need it?

John Michael > Its for security and verification.

Jason > im already registered

John Michael > I already have it with me. Can you please provdie your complete name together with your drivers license for security and

verification.

Jason > If you have it, why did you say you can't find my account? why did you ask me to re-reigister?

Jason > Do you think im an imposter who goes around paying other peoples bills?

John Michael > I just found your account. The email is already deactivated. We need to register a comcast Id and you need to verify

security information. Drivers license is the security verification.

John Michael > Jason, I will see if you may be able to log in to your account with your comcast ID. I will reset the password however you

need to verify security information.

Jason > why is my email deactivated? im still getting emails from comcast

Jason > bottom line is I don't have my drivers license, im sitting in my office and dont need it with me, i dont have it memorized

John Michael > Then we cannot make any changes on the account since there are no security information verified. I *** you understand

that it is for the security of the account.

Jason > i dont want to make changes, i just want to use the email i already have registered with comcast, to pay my bill, why is this so

hard? can you at least send me my account number so i can go hang on the phone the phone for half an hour or more to try and pay my

bill

John Michael > Jason, I cannot provide any information regarding the account since you are unable to verify security information.

Jason > Really!! so the only way i can access my account is with the Comcast account number or my drivers license? I've never seen the

account number, and cable TV has NOTHING to do with driving a car. What if i was an old person who didn't drive?

John Michael > I completely understand where you are coming from. However we need to verify security information.

John Michael > Jason, are you still there? I am still here to help you and provide you support with your Comcast Services.

Jason > Im looking now at 788 bad reviews at http://comcast.pissedconsumer.com/ (where I intend to post a transcript of this conversation.)

This is unbelievable!! With every other online service I use (including banks, utilites, etc) i can do what i'm asking you to do with a click of a single 'forgot password' button.

John Michael > I completely understand where you are coming from. I hope you understand that you need to verify security information so

that we can reset the password and provide you a temporary password so that you can log in and process the payment. However, if you are

not able to verify security information, we cannot process the reset.

Jason > Im telling you now. If we cant get this resolved, and I have to take the bus back to my apartment to get my DRIVERS LICENSE to

resolve my CABLE BILL, then I WILL be CANCELLING within the next couple of moths (sooner if i can get Netflix connected to the TV)

John Michael > I really do apologize for the inconvenience. However its just for security and verification. You can chat back with us when

you already have the information. We are open 24 hours everyday.

John Michael > Jason, are you still there? I am still here to help you and provide you support with your Comcast Services.

Jason > So be it. Good day John Michael. Thanks you for your patience. I will be cancelling as soon as I have an alternative in place, and

this transcript will accompany my complaint when i cancel. I will also be posting this transcript everywhere i can online, Facebook, the above

mentioned site, consumeraffairs.com, my personal blogs, etc....

John Michael > I do apologize for the inconvenience.

Jason > it looks like my bill will go unpaid, so i may not need to worry about cancelling....

Product or Service Mentioned: Comcast Tv Service.

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Anonymous
#444426

Who leaves their house without their id. And as pat said they must be able to verify your id to release info in accordance with privacy laws!! Also by the way old people who do not drive still have id cards!!

Anonymous
#444410

Federal law prohibits companys from giving this info away over internet with out expanded security info.

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