More Comcast BS.
Overview: Comcast shipped us a replacement modem. Instead of one they shipped two. Oh ,how nice I thought ... However they were charging us for both modems. The second modem was never activated and was returned with a promise of full refund 7-10 days later. This is what went on almost a month later. Get it together #Comacst
... The story has a good end... but do you realize the frustration #Comcast
? Thanks to the "free market" we don't have another option.If there is even a hint of another cable ISP in our area you will be dropped immediately #Comcast
. Names in the chat have been altered to protect participants identities.
user Customer has entered room
analyst Agent has entered room
Agent: Hello Customer_, Thank you for contacting Comcast Live Chat Support. My name is Agent. Please give me one moment to review your information.
Agent: My pleasure to have you on this chat! Please allow me to assist you with your concern for today. Hope you're doing fine.
Customer_: My Issue: bill credit questions
Agent: Hello there Customer!
Agent: How may I help you today?
Customer_: hi Agent. im pretty befuddled at my current situation and cant seem to get a straight answer from 3 different associates now.
Customer_: i returned an inactive modem on oct 10. i was told that i would receive a backdated credit of $54 and it would take 7-10 business days to appear on my account. i talked to someone earlier that said, it would not be $54, no one ever said $54 and that i would get $27 as a courtesy
Agent: I apologize for that Customer.
Customer_: we got disconnected and the second associate said that my equipment would take 6 weeks to get back to the warehouse before i see any credit!
Customer_: what is going on?!
Agent: Thank you for providing that information.
Agent: Customer, may I verify how did you return the modem?
Customer_: in store
Agent: Thank you for verifying Customer.
Agent: Please allow me first to pull up your account to better assist you. Rest assured that I will do the best I can to help you with this concern today.
Agent: Would you mind if I put you on hold for 2-3 minutes while I have this checked for you Customer?
Customer_: thats fine
Agent: Thank you.
Agent: Customer, may I have the serial number of the modem you returned so I can verify if it is still listed on your account?
Agent: Thank you.
Agent: Customer, do you have any number that starts with a letter for the serial number?
Customer_: the only other thing the receipt says is model TH
Agent: Can you see a serial number xxxxxx
xxxx on the receipt?
Agent: Customer, thank you for waiting!
Agent: The modem was already removed from your account and since it was only returned on October 10, I can only process or apply a credit for a month of the charge and that is for $9.00 Customer.
Customer_: see now we have a bigger problem. you are the 4th person i talk to and my original credit has shrunk from $54 to $27 to $9. I am sorry to say I am pretty infuriated right now
Customer_: i was promised backdated credit in 7 to 10 business days from returning my equipment
Agent: I know how you feel regarding this Customer but the charge will only be taken out or removed depending on the date the equipment was returned.
Customer_: you dont know how i feel. its a bunch of lies
Customer_: and you guys are wasting my time!
Customer_: you think i have all day to talk to 4 of you w/ 4 different stories!
Agent: May I know who promised you the $54 credit?
Customer_: i dont remember. i chatted w/ someone on oct 11 after i returned my equipment. they ASSURED me that since the modem had remained INACTIVE AND NEVER USED i would get backdated credit. i asked how much, they said $54. i AM NOT SUPPOSED TO DO YOUR WORK
Customer_: you are getting paid to do this, NOT ME
Agent: You are correct Customer. I know this is really frustrating on your part so I have made exception on the policy. Since it was previously promised, I will be processing a credit total of $27.00 which will reflect on your next billing statement.
Agent: You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected?
Customer_: so why did the first person lie?
Customer_: or are you lying?
Customer_: i want the credit i was promised
Agent: Yes I have already processed the credit total of $27 on your account.
Customer_: even time wasnt guaranteed. 7 to 10 business days, nothing. i waited. so then i had to contact you guys.
Customer_: the 2nd person said the complete backdated credit for the moden was $48
Customer_: i want at least $48. why cant i get that? it was never used. all bills stated INACTIVE
Agent: We can only backdate for 3 month maximum Customer. That is $9.00 x 3 = $37.00.
Agent: I am sorry but only 3 month credit will be processed Customer.
Customer_: thats not good enough
Agent: As if the modem is inactive, it should have been returned earlier.
Customer_: i want what i was promised. i waited and i keep getting let down
Customer_: so give me what i deserve
Customer_: you just said it should have been refunded
Customer_: i am not getting off until i get the entire amount
Agent: I am sorry Customer but that is the only amount we can give you
Customer_: i paid for a modem that was never used.
Customer_: not good enough
Customer_: send me to a manager
Agent: Sure thing.
Agent: Would you mind waiting for another 3-5 minutes while I am documenting your account regarding this?
Customer_: thats fine. would have been nice other conversations been documented
Agent: It was documented. That the previous agent offered $27. One moment please Customer.
Customer_: i was referring to the agent i chatted w on oct 11
Customer_: the one that started this mess
Agent: I see.
Agent: Customer, I am still working on it.
Agent: I apologize if this is taking so long.
Agent: Customer, thank you for patiently waiting. I am truly sorry for the long wait.
Agent: Please stay online while I am transferring you momentarily.
Agent: I am now waiting for a supervisor who will be assisting you.
Agent: Please stay online and connected to the chat for the supervisor who will assist you as soon as possible. Thank you for contacting Comcast Customer– we appreciate your continued business.
Agent: Please wait, while the problem is escalated to another analyst
user Customer has entered room
analyst Manager has entered room
Waiting for response from Agent
Manager: Hi Customer, my name is Manager. I'm the supervisor on duty. I will be assisting you further from here.
analyst Agent has left room
Manager: May I have 2-3 minutes to review your chat with Agent, so I will know what is going on?
Manager: Thank you.
Manager: I understand that you are disputing for the equipment that you returned three months ago, did I get this right?
Customer_: i returned the equipment on oct 9. the equipment remained inactive the entire time. i was told by a comcast associate that i would receive backdated credit for this modem and i would just have to wait 7 to 10 business days for it to appear.
Manager: We do apologize for the inconvenience, Customere.
Manager: I can process the $54 credit as what you should be receiving on your account.
Customer_: ok thank you
Manager: Please be informed that this credit will reflect on the next billing statement.
Manager: You're welcome.
Manager: Please give me 2-3 minutes to process the credit for you.
Manager: Thank you for waiting.
Manager: I have successfully process the credit for $54 on your account and this credit will reflect on your next billing statement.
Manager: Is there anything else I can help you with today?
Customer_: no i am good, thank you
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