Billing Problem w/ Comcast

Posted Tue February 19, 2008 12:00 pm, by Dana C. written to Comcast Corporation

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To Whom It May Concern:

I am writing to inform you that I will be deducting $1.99 from my payment for the bill dated 2/7/08.

I was charged $1.99 (Installation Charge) in error and I have attempted twice to have your customer service department remove the incorrect charge, but have not been able to reach an acceptable solution.

I signed up for HBO some time ago and paid the Installation Charge at that time. When I realized that you also added Cinemax to my service without my authorization, I called to request that you remove it, since I did not request those channels. I was told that the Installation Charge on the current bill is due to the removal of Cinemax. I should not be charged a fee for removal of services that I did not request.

I attempted to have your customer service department remove the charge today. I spoke with an operator who was rude to me and could not speak English well. She did not understand my questions. I asked her to transfer me to a supervisor. She transferred me to someone who was extremely rude to me, and hung up on me when I asked him to please explain to me why I should be charged for removal of services that I did not request. I received terrible customer service after holding 30 minutes just to speak to someone. My time is valuable and I do not an additional 30 minutes to spare to deal with this billing error that is Comcast's mistake.

Please issue a credit for $1.99 as I did not request that Cinemax be added to my account.

Thank you for your assistance.

Dana C.

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Re: Billing Problem w/ Comcast by Dana Catania Posted Wed February 20, 2008 @ 10:23 AM I received a call from Terrence of Comcast Corporate Office. He apologized for the rude behavior and credited me the $1.99 fee. He said he is having someone look into the bad behavior of the employee and supervisor. Success :) Reply Re: Billing Problem w/ Comcast by Dana Catania Posted Wed February 20, 2008 @ 9:42 AM Someone from their corporate office called me today and left a message regarding the letter! I'll let you know what happened. Reply Re: Billing Problem w/ Comcast by Dana Catania Posted Tue February 19, 2008 @ 3:52 PM By rude I mean that they acted like they had better things to do and refused to assist. Then hung up on me while I was asking for clarification! I wrote this letter and also mailed it with my bill. I deducted $1.99 from my payment. Reply I realize by ♥Venice♥ Tue February 19, 2008 @ 4:10 PM I would keep calling. by Don-Oh Posted Tue February 19, 2008 @ 2:58 PM I don't understand why the CSR's would be rude to you. That doesn't make sense. Are you remaining professional, and not raising your voice? I have never had a phone CSR at any company be rude with me, even when inquiring about improper charges. I would keep calling until this is straightened out. An email from PFB may not do it. I would weigh the possible ramifications (late charge, ultimately credit referral) against a half hour of time. It's your choice though. Good luck. Reply CSR rudeness by t. b. Fri February 29, 2008 @ 12:05 PM