Comcast Customer Service Issues

I was charged overage fees despite being unable to use the service. I have documentation proving the poor quality of the service, including logs from an application tracking uptime, QoS, and downtime. Despite paying for Gigabit Speed, my internet speed rarely exceeded 40. Multiple Comcast technicians were unable to diagnose the issue due to lack of training and tools. I am considering switching providers and escalating my complaints to the BBB and FCC. Please remove the overages from my bill and send a senior manager-trained technician to address the ongoing issues with the service. Despite being a customer for over a decade and trying various solutions, the service has not improved. If this is not resolved by the end of the day, I will proceed with filing complaints.

I have encountered issues with three Comcast employees providing inaccurate information, two of them related to the same matter. The problem has become so frequent that I have started documenting names and dates. Back in November or December [redacted], I incurred an $18.99 late fee for being one day past the 10-day grace period to pay my bill. Despite assurances from a supervisor named Alex on 1-10-19 at 2:40pm and another employee named Mel from the billing department on a recent call, the late charge has not been removed as promised. If they had informed me that it couldn't be waived, I would have understood. However, being misled by two different individuals is unacceptable. Honesty is crucial in business dealings, and I would prefer straightforward responses over false promises.

I contacted customer service, and they promptly sent a new signal without my consent. After this, my phone, which is connected to my computer, lost connection right when I was using it. The representative was helpful but attributed the issue to my computer, which I was only typing on at the time. Suddenly, there was some electrical interference that I can't troubleshoot, so a friend will be coming over tonight to assist. If the problem persists, I will have to cancel my subscription, as I subscribed on February 4, [redacted]. Luckily, there should be no penalty since today marks the last day of the month. It's disappointing, as I was previously paying $20.00 more with another provider and may have to switch back if the issue is not resolved soon.

I am experiencing a long-standing issue with your mishandling of my PPI, being transferred to multiple departments, not receiving a credit refund, and now being billed for equipment I was instructed to return in December by COMCAST. I refuse to pay for equipment that was returned as per instructions, especially since you waited 66+ days after terminating my service to reach out. A representative mentioned I must travel [redacted] miles to DC to return the equipment COMCAST managed. This is unreasonable. While I have enjoyed quality TV/internet service with COMCAST for over a decade, the customer service experience with your company has been challenging. I am requesting my refund promptly.

Account number: [redacted] On Monday, May 22, [redacted], I reached out to customer support through online chat and explained that my company had been paying my cable bill but recently transitioned the responsibility to me. I noticed I was being billed for seven TVs when I only had five, and two of them had not been in use for years. Support said they would investigate. Shortly after, two active TVs using cable cards stopped working. A technician determined that the cable cards were disabled by mistake and couldn't be reactivated, so I got new ones. I had to pay $40 for a "reactivation" visit, even though it was caused by the initial mistake. One of the new cards was faulty, but I eventually got them both working with help. I requested a credit for the unused units, but the issue hasn't been resolved yet. I'm still waiting for a response. Please contact me at [redacted] or [redacted]. I reached out via live chat again on May 29, [redacted], but have not received a reply as of May 30, [redacted].

I have spent all day dealing with Comcast. On 03-09-[redacted], I spoke with Angel from the Dominican Republic, who consulted with his supervisor, Allie, to reset the password for the email for life service. Phone number provided: 1-[redacted]. Angel mentioned that the service center received an email stating they would no longer support email for life without prior customer notification. I requested two days to inform my contacts, clean up the account, and resolve pending matters but was informed by Angel, after consulting with Allie, that it wasn't possible. While questioning the fairness of this situation to Angel, he agreed it was unfair. Unfortunately, Angel didn't offer a solution for our return as Comcast customers. I tried to contact Comcast's corporate headquarters at [redacted] and also called 1-[redacted]. Former account number provided: [redacted]. I was assured that Jake would call me to address this matter. Usernames: [redacted], [redacted] Requested codes for three days and assistance with frequently asked questions and reactivating the account. Currently seeking the ability to clean our email account, inform our contacts of a new address, and willing to pay for three days to finalize matters with Comcast.

On February 1, [redacted], I cancelled my Xfinity Instant TV, DVR service, Showtime, Starz, and Cinemax, while keeping my internet service at $89.95 per month. The representative assured me the cancellation would be effective by the end of the day. I promptly received an order confirmation email confirming the cancellation of these services, and it stated my next bill would only amount to $89.95 for internet service. However, my previous bill from January 26, [redacted], was $[redacted].70 for the period spanning from February 3, [redacted], to March 2, [redacted]. I paid the full amount despite the inclusion of services I had already cancelled. I expected a credit on my February bill for these omitted services but never received it. Instead, I was billed again in February for services I did not receive as per the confirmation email. Moreover, a $10 monthly Broadcast TV fee continues to be charged despite my lack of TV service since February 1, [redacted]. It is frustrating that correct billing remains an issue, making me hesitant to consider adding any services in the future.

Subject: Payment Issue Resolution Hello Comcast Billing & Mobile Billing, I recently contacted Middlesex Savings Bank regarding a payment issue. They confirmed that no payment request was made to my checking account or bank debit card. Please ensure that you have the correct account information or card details on file for future payments. Thank you. Best regards, George L. Petty

Subject: Payment Processing Inquiry To: Comcast Billing & Mobile Billing Hello, I recently received notice that my payment did not go through. After contacting Middlesex Savings Bank, I was informed that no payment attempt was made using my checking account or bank debit card. Please ensure that the correct bank account or debit card information is used for payment. If a payment is rejected, kindly resubmit it with the accurate bank account details. Thank you.

Subject: Payment Processing Inquiry Hello Comcast Billing and Mobile Billing, I recently contacted Middlesex Savings Bank regarding a payment issue. According to the bank's phone support, no payment was submitted to either my checking account or bank debit card. Please verify that the correct bank account number or bank debit card number is being used for my payments. If there was an error, please resubmit the payment. The account is under the name George L. Petty, located at 49 Summer Hill Glen, Maynard, MA [redacted]. For further verification, the social security number ends in [redacted], and I can provide the debit card's PIN over the phone if necessary.

We recently started a new medical practice and subscribed to Comcast business phone service in early February. Unfortunately, the phone has not worked despite multiple technician visits. We have been trying to cancel for over a month without success. Each time we contact them, we are told a supervisor will call back in 48 hours, but we never receive a call. We urgently need to cancel all services, including phone, TV, and internet (none used), and have our phone number ([redacted]) released for porting to a new provider. At the same time, we request a full refund and no cancellation fees given the complete lack of service. Our account details are below: Account Name: Fichtel Dermatology Account Number: [redacted][redacted] Phone Number for Release: [redacted] Address: [redacted] Mallory Ln, Suite [redacted], Franklin, TN 37[redacted].

I am reaching out to address the recent changes in my TV services under account #[redacted][redacted]. Initially, I subscribed to a package offering [redacted] channels and up to [redacted] Internet when I started on Jan 9, [redacted], for approximately $88.85 monthly, taxes and equipment included. Until March 13, [redacted], I enjoyed the full service as promised. However, upon switching on the TV that night, channels I regularly viewed were unavailable, displaying a subscription message. Confused, I contacted Comcast to inquire about the sudden change only to discover the extra 40 channels were mistakenly added during an audit and had been removed. Although I purchased the [redacted] channel package online and through a Comcast agent due to the channels and cost it provided, I am now informed that these channels are only accessible through an upgrade starting at $[redacted].00, a price I am unwilling to pay. This was not the agreement I entered into, and I respectfully request the cancellation of my account without any additional fees. Thank you, Rosette S.

You are consistently increasing our bill without our request for new channels. Verizon approached us last year in our neighborhood, offering a bundle of Phone, TV, and internet for $[redacted] a month for three years, a savings of $90. Despite being loyal customers of Comcast for many years, we have to contact you every two years due to the unexplained bill increases. Starting with TV, Phone, internet, and the Starz channel for $[redacted] a month, the bill has escalated to over $[redacted] a month. If you cannot match Verizon's offer, we may consider switching providers as our contract with you was only for two years.

I am in need of a new Wi-Fi connection. It keeps disconnecting my computer and landline phones by having the top two lights go off without coming back on. This issue has been ongoing for a week now, and as a 72-year-old living alone without a cell phone, I rely on my landline. The last technician mentioned that all three top lights should remain on, but only the first one does. This situation is leaving me unable to use my devices properly and is concerning given that I may face emergencies without the means to contact anyone. The interruptions occur frequently, either during phone calls or while using my computer, causing disruptions for up to 30 minutes.

I have been a loyal customer of your service for many years and have always been satisfied. Now as a senior individual over 90 years old, living alone, I find it challenging to keep up with the new information regarding the available offers and programs. It would greatly benefit me, as well as other senior clients, to receive guidance on accessing and utilizing these services effectively. I am eagerly awaiting your response and appreciate any assistance you can provide in explaining how to navigate through the various programs offered. I hope I have articulated my concerns clearly and look forward to your reply. Sincerely, Heen Swartz 99 Needham Street #[redacted] Newton Highlands, Massachusetts [redacted]

I have been trying to get my most-watched TV, out of four, to work for over an hour. Despite system checks, reboots, and online support, it seems to be an equipment failure. The customer service representative I spoke with was pleasant but not very helpful. I need the TV fixed soon as my bill continues to accumulate. Originally, there was a technician appointment available tomorrow from 3:00 to 5:00, but I have a prior commitment. I am requesting a technician visit between 10:00 AM and 2:00 PM tomorrow. If this cannot be accommodated, I am considering switching to a different provider. Increasing the number of technicians or improving their pay could help to meet the demand for service calls more effectively.

In October [redacted], I contacted your company and spoke with two customer service representatives regarding my move. They assured me that I would no longer be in the service area. I offered to send my new lease but was told it wasn't necessary. Before my move, I confirmed with another rep that all I needed to do was pay my final bill and return equipment. Upon doing so and confirming at the Lewes Delaware office, I was informed my account was clear with no further charges or contract violations. Now, more than two years after closing my account, a $[redacted].38 charge appeared on my credit report. The collections agency couldn't explain the charges and directed me to Comcast. Despite explaining my situation multiple times, I felt disregarded. I have faced challenges trying to resolve this issue and it's causing unnecessary stress as I try to purchase a home for myself and my daughter. I urge for the removal of this charge as I have done nothing wrong. If this matter is not resolved promptly, I may seek legal advice. My former address was [redacted] East Atlantic Circle, Rehoboth Beach, DE, [redacted], and my current address is [redacted] Flying Bridge CT, Millsboro, DE, [redacted]. This experience has left me highly frustrated. Sincerely, Vicky Moncrief

I recently visited the transfer services office and was presented with a tempting deal by a representative. However, after realizing the offer was too good to be true, she mentioned speaking with her supervisor and promised to call me back. Unfortunately, neither the representative nor the supervisor contacted me. Despite reaching out to 5 to 6 representatives, including a supervisor, they repeatedly promised to call me back after opening a ticket but failed to resolve the issue, leaving me feeling frustrated by the lack of progress. I even visited the local store with evidence of the offer, but the situation remains unresolved. My experience with Comcast's customer service has been disappointing, and I am shocked by the apparent lack of professionalism and accountability. Despite being offered new customer prices, I expect them to honor the initial deal presented to me given the circumstances.

I'm being charged for the new modem and also for the old one that was returned on 12/28/18. I was instructed to provide proof of the return, but the only receipt I have is for the equipment issued on that day. I went back to the Comcast office to obtain a receipt specifically for the return, but was informed that the receipt I have is sufficient. They also mentioned that I shouldn't be charged for the old modem, yet I still am. Regarding my high bill, I believe the fees are excessive, and I am considering switching providers if I cannot get a better deal. Every time I call, I have to provide my cell number for a callback, which is frustrating due to the frequent service interruptions lasting up to 15 minutes. I experienced this twice yesterday while on the phone with Comcast. I request a credit for the incorrect charge on the returned modem and I urge Comcast to explore discount options on my bill to prevent me from switching to AT&T.

In September [redacted], I transferred my home phone line with numbers [redacted] and [redacted] from Birch Communications to Comcast. A Comcast technician assisted with the switch, but I have been experiencing issues. While I have a dial tone, I am unable to receive calls on those numbers. I continue to receive bills from both Birch/Lingo and Comcast monthly. A recent visit from a Comcast technician revealed that the switch from Birch was not fully completed. I was instructed not to contact Birch until everything was resolved, but I have not been updated on the status. I kindly request a credit for the issues since September and a resolution to this matter, or the option to switch to another provider. Thank you.