I just got off the phone with Comcast. I’m ready to set things on fire.
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In February of 2010 I received a bill for $684.36. This, obviously, struck me as wild and implausible considering I had been paying my balance in full, every month, up until this point. When checking my previous bill, notably January 2010, I saw that the total $54.40 had been paid in full and there were no outstanding charges. So how did my bill sky-rocket so instantaneously?
Apparently, Comcast had neglected to bill me correctly from September 2009 to February 2010 and had finally noticed the error and corrected it by tacking the entire ‘past due’ amount to my February bill. Now, immediately, I thought this an injustice. Suppose you go to the grocery store every week and buy 5 tomatoes for $5 and then one day you come up to the register and your 5 tomatoes cost $100 because the grocery store neglected to charge you appropriately for all of your past tomato purchases? Would you be willing to pay the $100? Right, neither was I.
So after spending 2+ hours on the phone (and being required to wait and be called back—which I never was), the problem was ‘escalated’ to a person that had a better job title than some other person and we ‘compromised’ on $300 to reset the balance to $0 and resume normal monthly charges. Here is the first lesson: always request and write down every person’s name and employee # for your recorded transactions and keep this information in a safe place. I did write this information down and subsequently misplaced the info between the middle of March, when the $300 went through, and now.
I was told, while speaking to several different representatives, that there were various notes being made in my account that reflected this transaction and even though I was reluctant to even shell out the $300, I did it to relieve the headache and general waste of my time that I had incurred up to that point.
Today I receive a bill in the mail that says if I don’t pay my balance ($541.55) in full, my account will be disconnected. I call the billing inquiry line—knowing the rabbit hole of frustration and incompetence I was to encounter—to resolve this problem. Before I even get to speak to anyone I know that the ‘notes’ that were supposedly attached to the account will not be sufficient to help the new representative understand what occurred in March, so I go about trying to explain it to him.
Unlike last time, where the problem was ‘escalated’ to a higher authority on the bureaucratic totem poll that is Comcast, he says there’s nothing they can do but charge me the full amount. He offers to give me a $50 credit, which pisses me off even more.
Ultimately, I’m handcuffed. I can’t appeal to a higher authority (he said he spoke to his supervisor), I can’t reference the transaction that occurred in March that encompassed the ‘compromise,’ so I’m stuck with paying the full amount or probably be hounded by creditors. Luckily, I have the money to pay the balance.
I will be quitting Comcast as soon as I line-up a new service provider. Thanks for taking advantage of me, Comcast; you monopolizing, finance-raping organization.
UPDATE: Comcast has contacted me via email and has called (alas, I was asleep and am heading to work so will not be able to speak with them until Sunday or Monday) and left a message saying they would like to work out something ‘amicable’.
UPDATE 2: Back to the customer service blackout. As for switching providers: I’m handcuffed. There are no other Internet providers in the area that can satisfy the necessary speeds I prefer. However, I will be killing off the cable portion of my bill and switch to Direct TV as soon as I have the patience and mental fortitude to call Comcast and deal with that process (which will, most likely, be an absolute clusterfuck).
UPDATE 3: I was contacted via email and phone by a representative at the corporate office. The email speaks for itself:
So, in the end, I guess it all worked out. However, I do wonder how many people (perhaps unable to pay the incorrect amount instantly, losing their service, then being iced-out of mass communication) are caught in the black-hole and just don’t see a way out. 