Comcast Billing Complaint

This guy is all I could think about the entire time I was chatting with the ironically titled Comcast Support.

10/11/13 XFINITY Chat

Charity > Hello Zane, Thank you for contacting Comcast Live Chat Support. My name is Charity. Please give me one moment to review your information.

Zane > My Issue: Comcast has billed me incorrectly and shows incorrect hardware.

Charity > How are you today?

Zane > Hello

Zane > Notes from my last contact should help here

Charity > Hope you are well, Zane

Zane > I talked with a rep who corrected everything and told me how much I owe

Zane > I cut everything but internet in August

Zane > And returned all hardware

Zane > You guys charged me 175.17 in September

Zane > I talked with someone who explained that everything would be credited and the hardware section on your website would get updated.

Zane > That was about a week ago

Zane > It still show s 175.17

Zane > And the telephone modem I returned still show s under hardware

Charity > I understand you have a concern about the balance you see online and I’m willing to assist you on this. I am here to provide you with excellent customer service today. Please be assured I will do my best to help you with your concern.

Charity > To better assist you, do you mind if I ask you a few questions?

Zane > Sure

Charity > Thank you.

Charity > To ensure the integrity & security of the account, may you please verify the last 4 of your SSN?

Zane > xxxx

Charity > Thank you.

Charity > Do you remember the amount after the corrections are made?

Zane > Whatever the rate I am at is

Charity > Okay. Thank you very much. Please give me a minute or two while I pull up your account and check if the balance has been updated

Zane > I was also told that I would have credit applied for the prorated amount of the time that I already paid for between late Aug and early September when my next billing cycle started

Charity > While waiting, I’d like to remind you about the Comcast Customer Guarantee- it’s our promise to you that we stand behind our products and services and will be available 24 hours a day, 7 days a week to answer your questions online.

Charity > Thanks for holding

Charity > I have the account now and yes I do see the credits posted, Zane. The updated balance now is $47.09. Normally the balance should get updated online after 72 hrs but if you cant see that online yet, don’t worry about that. The credits will reflect on the next bill. You can pay $47.09 instead of $175.17

Charity > You wont be charged of any penalties for paying $47.09 only

Zane > ok, and that is for the month of October correct? Zane > I will go ahead and pay that now

Charity > $47.09 due date 10/03 and the next bill will be generated on Oct 15, due date for that will be on 11/03

Zane > That is full price for my current plan correct? When will the pro-rate credit be applied?

Charity > You can still pay until the 14th without late fees

Charity > That is already the amount after the prorate credits. The next bill should be the normal charges then

Zane > There is also supposed to be a credit applied to my account for the pro rate.

Charity > Your expected bill next bill is $39.95 before tax

Zane > I am confused

Zane > I paid 175.17 8/28/2013

Zane > That covered 8/15 – 9/15

Charity > Okay, you were charged of $175.17 for the dates 09/17 – 10/16 but you already cancelled everything but internet effective 8/26, right?

Zane > I cancelled my account 8/26

Zane > So I should be prorated credit for 8/26 – 9/15

Zane > My bill on 9/15 should have been for 39.95

Zane > minus the pro-rated credit

Zane > 8/26 – 9/15 = 20 days

Zane > I should have a prorated credit of 20 days x (175.17 – 39.93)/31

Zane > 87.25

Zane > So as of right now you guys should owe me 47.30

Zane > 87.25 – 39.95

Charity > Hold on

Zane > I should be paid through the next 2 months

Charity > I’m checking the bill history

Charity > Just a moment

Zane > ok

Charity > While I’m still checking the billing cycle and old plan rates. What is that other credit you mentioned for and how much was promised?

Zane > The previous rep said she would send an email and never did

Zane > I would say 87.25 based on my calculations above.

Zane > I guess I will stick to using chat. This is working pretty well so far and I can save a record for my books.

Charity > I appreciate your patience while on hold, I am still working/checking on your query. Please give me another two minutes for this, would that be okay?

Zane > Sure

Charity > Thanks for patiently waiting. I checked here and I see your last bill was for the cycle 8/17 – 9/16 and you are already paid for these dates $175.15 and Another charge for the dates 09/17 – 10/16 which is the current bill. The old plan was removed effective 8/26, so this means, the charges from 8/26 to 10/16 were removed based on the old plan and at the same time, from 8/26 to 10/16 total of two cycles, are charged of the new plan which is the new rate. The total credit prorate is $131.07, so your balance should be $44.10. You have a one time $2.99 change of service fee for downgrading the service, so it shows here $47.09

Zane > hmmmm

Zane > So for 8/26 – 10/16 my bill is 131.07 + 47.09?

Zane > 178.16

Zane > My current plan is only 39.95

Zane > I have no idea how your calculation is working

Charity > No, for 8/26 – 10/16, it is only $44.10.

Charity > The $131.07 is the credit

Zane > So when will I get my prorate credit?

Charity > You will see the credits on the next bill. Just like I said, it will show there $175.17 online but it is fine to pay $47.09.

Charity > Then the next bill will be $39.95 only

Zane > You guys owe me 131.07

Zane > So if I owe you 47.09 and you owe me 131.07 I actually owe you nothing and you still owe me 83.98

Charity > Technically, yes because that credit $131.07 doesn’t reflect on your online account yet but on our system, your balance is already $47.09. The detailed adjustments will be on the next statement but the amount should only be $39.95. So if you pay $47.09 today, then expect your next bill to be $39.95 only.

Zane > I get that

Charity > No, the $47.09 is already the amount AFTER the $131.07 credit.

Zane > I just don’t get when I will see the 131.07

Zane > We are back at square one

Zane > Lets take it step by step

Zane > Starting from 8/26

Zane > I severely downgrade service which I have already paid for. Comcast owes me 131.07.

Zane > Right.

Zane > As of the point of my cancellation you guys owed me 131.07.

Zane > Correct?

Charity > On 8/26 to 10/17, you are charged of the triple play, this was removed and at the same dates, prorated charges are applied based on the new rate. Your current bill is $175.15 minus the $131.07 prorate credit, then that is $44.10. I suggest you wait for the next bill statement to be generated so you can see how it was exactly calculated.

Zane > Hold on one second. I want to pull the bill that I paid last

Zane > was my last payment for the month ahead or behind?

Zane > as I thought, it is for the month ahead

Zane > Billing Date 08/15/13

Zane > Total Amount Due $175.17

Zane > 08/17 – 09/16

Charity > The last payment you made covered the dates 8/17 – 9/16.

Zane > So when I cancelled my service on 8/26 you guys owed me 131.07

Zane > Yes

Zane > And when I downgraded 8/26 you guys owed me a prorate of 131.07

Zane > Correct?

Zane > On your next reply please confirm or deny that statement

Zane > Clearly if I payed 175.17 and then only used your service for 11 days you owed me money

Zane > Which you have calculated at 131.07

Zane > So you guys owe me 131.07 and I have paid up to 9/16.

Zane > Now the 9/16 bill comes for my internet service which is only 39.95.

Zane > so as of this moment, you guys owe me 95.12.

Zane > Now I don’t think that is right because I don’t think your prorated credit of 131.07 is correct.

Zane > 08/17 – 09/16 = 31 days

Zane > 175.17 (Full Bill) – 39.95 (Internet Services Kept) = 135.22 (Services Dropped)

Charity > I really apologize but since there is no new bill yet that we can check the breakdown of the $131.07 credit I see here on the account. But to give you an idea of this credit posted here, this is only based on these amount: $144.95 triple play + $7.90 Total Additional XFINITY TV Services + $7 modem rental = $159.95, not the entire $175.15 amount because this includes the taxes and fees. How ever, once the new bill is out with the breakdown of this credit, the taxes are also adjusted.

Zane > 135.22 / 31 days = 4.36 daily pro rate

Zane > ok

Zane > so I need to use 159.95 for the calculation

Zane > 159.95 (Full Bill) – 39.95 (Internet Services Kept) = 120 (Services Dropped)

Charity > Yes, the tax adjustments will follow once the next bill is out. I will leave notes on the account, Zane. Let us wait for the next bill to be generated on 10/15, so on this date, check your online account and open the PDF statement, the breakdown of the $131.07 credit will be posted there. For now , I cant confirm nor deny your calculations because there is no basis for me to verify them.

Zane > 120 / 31 days = 3.87 Daily Rate

Zane > ok

Zane > Are you guys going to send an updated bill for September?

Charity > No.

Zane > I am not going to understand the bill unless you send me updated September and October bills

Charity > We generate one bill per month only.

Charity > Adjustments will be on the Oct statement

Charity > To be generated on 10/15 online

Zane > If I cancelled on 8/26 why did my bill on 9/15 not show my downgraded services?

Zane > Why did your system only show 2 of the 3 pieces of hardware returned?

Zane > I returned my hardware on 8/27

Zane > I have the receipt in my hand

Zane > Clearly you guys took note that I returned something

Charity > Based on the notes of your previous contacts, the triple play wasn’t cancelled so by the time your Sep bill was generated, it still shows the old plan even though you were only using the internet. So the last rep you spoke escalated this issue to a supervisor and the supervisor, created a disconnect order effective 8/26.

Zane > ???

Zane > So w hen I called your rep on the 26th and downgraded my service they did not?

Zane > When I returned my equipment they verified that my service was downgraded

Charity > Correct. No disconnect orders were made so you were still charged of the triple play. The Sep bill was generated 9/15. The disconnect order was completed 9/17. That’s why the bill showing there online is still the old plan.

Zane > So two people at Comcast lied to me

Zane > First the person I called to downgrade on the 26th and second, the person I handed my hardware over to when I asked them to confirm my plan was downgraded. I even asked her to confirm my new rate which she did.

Zane > I am extremely disappointed in the experience I have had in downgrading my service and have to request some sort of compensation for my time and effort invested in dealing with the multiple levels of failure by Comcast.

Zane > “I’d like to remind you about the Comcast Customer Guarantee- it’s our promise to you that we stand behind our products and services”

Zane > My internet works so the product is good. The service (other than your excellent service, thank you for your patience) has been terrible.

Zane > My account still show s that I have a phone modem in my possession.

Zane > The last person I spoke with explained that this would be corrected. Apparently that was on 9/17 from your statement above. It still show s that I have in my possession a Make & Model: Arris Interactive, L.L.C. TM602G

Zane > And from everything you have stated in this chat. I am going to have to call back again October 15th when I get my bill because your calculations are wrong.

Charity > On behalf of Comcast, I apologize for all the troubles this has caused you, Zane. I made sure everything is noted on the account in reference to our chat tonight. I truly appreciate your understanding and cooperation.

Charity > On Oct 15, just check on your online bill statement (PDF) first and if you see the breakdown is indeed wrong, then you can chat back anytime.

Charity > Do you have other concerns for me?

Zane > I appreciate the apology but that isn’t exactly going to give me back the 3+ hours I have invested in this issue.

Zane > Do you have any ability to apply any credit or discount to my account for my troubles.

Charity > You need to call our hotline for that discount requests, Zane. I can apply a credit here but limited to $10 only.

Charity > Shall that work for you?

Zane > Sure

Zane > Thanks

Zane > I appreciate your support

Charity > Okay, again, this wont reflect online yet until a new bill comes out.

Charity > You are most welcome.

Zane > ok

Charity > Thank you for contacting Comcast and have a great night!

Zane > So I have to pay 47.09 now ?

Zane > Else I will get a late fee?

Charity > You have until the 14th to pay before a late fee is applied. Payments on or after Oct 15 will have a late fee because a new bill will be generated that date

Zane > And even though it says I owe 175.17, if I pay 47.09 I will not be charged a late fee?

Charity > Yes. Paying $47.09 is okay because that is what reflecting here from our end.

Zane > ok

Charity > Online accounts are aren’t updated real time unlike our system here and just get updated once a new bill comes out

Zane > Thank you. Have a good night.

Charity > If you need assistance in the future, please do not hesitate to contact us through Live Chat (available 24 hours a day, 7 days a w eek). Comcast also of f ers great FAQ and Help forums located at click here to help you solve many issues on your ow n. You can also reach us at 1-800-XFINITY (934-6489).

Charity > Thanks and take care

Zane > You too. Goodbye.

I hope that this rep is wrong and that my next bill shows the 131.07 credit.  Else,  I will have to go through this again.

Update:  Well it is 10/16.  One day after my bill was supposed to be generated and no bill.  Time to chat with Comcast again.

analyst Marc has entered room

Marc: Hello Zane, Thank you for contacting Comcast Live Chat Support. My name is Marc. Please give me one moment to review your information.

Zane: My Issue: Where is my bill?

Marc: Let me extend a warm smile to make your day even brighter! I am looking forward in helping you today.

Zane: thx

analyst Marc has entered room

Marc: You’re welcome.

Zane: So Comcast has severely messed up my billing and I was told to wait until my next bill on 10/15. It is 10/16. Where is my bill?

Marc: Oh, I see here that you were not able to get your billing statement.

Marc: As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that we can resolve this issue together on this chat.

Marc: Please give me 2 minutes to pull up your account. Would that be okay?

Zane: yes

Marc: Thank you, Zane.

Marc: While waiting, you can check out Comcast.net. Comcast.net is a one stop personalizable website for up-to-the-minute information on news, weather, finance, sports, entertainment, travel and more. To learn about these and other great Comcast features for Video, High Speed and Digital Voice visit http://www.comcast.net

Marc: Thank you for staying online.

Marc: I have your account now and thank you for providing the correct account name, phone number and address during the onset of this chat session.

Marc: May I ask if you enrolled the account to our Ecobill?

Zane: not sure

Zane: If I did not within the last 4 months

Marc: I checked your account and I see here that you enrolled the account to our Ecobill. Once the account is enrolled to our Ecobill, you will not be able to get paper billing statement in the mail.

Zane: I am looking for my bill online

Marc: All your billing statements will be posted online using your Comcast online account.

Zane: Then where is it

Marc: Oh, great!

Marc: Were you able to see the billing statement generated last 09/15/2013?

Zane: no

Zane: wait

Zane: yes

Zane: where is the bill for 10/15

Marc: Let me give you the steps on how to check your billing statement online.

Zane: I know where it is online

Zane: Just not the 10/15 one

Zane: Is there a 10/15 bill generated?

Marc: As I checked your account, I see here that there is no bill generated for 10/15/2013 yet.

Zane: why is it late?

Marc: There was a credit prorate of $57.09 plus another credit prorate of $131.07 posted last 10/11/2013.

Zane: So what is my account balance at?

Marc: I see here that there is no balance due in your account yet.

Zane: There should be a negative balance

Zane: Which I can’t dispute until I get the bill

Zane: When will I get the bill

Marc: Yes, the balance due was supposedly $175.17 and the credit prorate applied in your account is $188.16. There is a remaining credit of $12.99 in your account.

Zane: that is wrong

Zane: when will I get my bill?

Zane: You guys are crediting me the pro-rate from the downgrade of my service from 8/26 – 9/15. The problem is you are prorating against the value billed to my account 9/15 which was incorrect. My bill 9/15 should have only been $39 since I only had internet.

Zane: All of which is pointless for me to argue with you until I get my bill

Zane: So… please tell me when I will get my bill.

Marc: I understand that. That’s the reason we credited all the charges from your previous bill so that you do not have to pay anything from your previous bill.

Zane: Since you have failed to answer my question in three attempts and since you have failed to deliver my bill on 10/15 please go ahead and credit my account $10 for the inconveniance.

Zane: And again, for the fourth time. When will I receive my bill?

Marc: As I see here, there is no bill generated for 10/15/2013 since the billing charges were modified on the cycle when the bill was supposedly be generated. There is a need for one full billing cycle for the system to be generated in your account. Therefore, there is a need for us to wait for the system to generate the bill as we are unable to manually generate the bill through this chat session.

Zane: Lets go ahead and review my last chat

Zane: https://customersupportreview.wordpress.com/2013/10/11/comcast-billing-sucks/

Zane: please visit that link and investigate my last chat

Marc: All notes were posted in your account.

Zane: Charity > Yes, the tax adjustments will follow once the next bill is out. I will leave notes on the account, Zane. Let us wait for the next bill to be generated on 10/15, so on this date, check your online account and open the PDF statement, the breakdown of the $131.07 credit will be posted there. For now , I cant confirm nor deny your calculations because there is no basis for me to verify them.

Zane: Please credit my account $10 (your limit) for the continued inconvenience of your failed support and billing system and give me a specific date which you will have my bill presented.

Marc: That credit needs to be audited first, however, I can surely processing the credit in your account and once approved, it will be posted in your account.

Marc: Please wait for the bill to be generated by the system as we do not have the exact date and time for the system to generate your current bill.

Zane: thank you, Now when will I receive a final bill for me.

Zane: ok then. I guess I will check back daily.

Zane: Thank you for your support.

Marc: Rest assured that your billing charges are already corrected and billing history will not be affected as we will also depend on the system to generate your updated bill.

Marc: You’re welcome.

Advertisements

Charleston Water System Online Payment

I recently received a letter from Charleston Water System telling me that I had a Non-Sufficient Funds (NSF) Check of: $94.56.  After investigating I found that Charleston Water System has a completely defunct online Payment System.  The following letter I wrote to them explains everything.

To whom it may concern,

Last month I tried to use your online bill pay system to pay my bill (account xxxxxx-xx-x) using my checking account.  After submitting my checking information I received a payment confirmation screen.  Last Friday I received a letter “Re: Non-Sufficient Funds (NSF) Check of: $94.56”.  This confused me because I have never had under $94.56 in my bank account since I have been in my new residence.  After calling my bank I discovered that no request for payment was received by my bank.  Eventually after signing back online I was able to identify that the problem was a missing 3 in the account number.  I have fixed this issue and paid the $94.56 and the $35.00 penalty fee (I was directed by phone support to pay in full and place a request for refund in an email online).  During this payment I noticed your payment system is missing several standard online payment safeguards that would have avoided this issue in the first place and I request a refund of $35.00 because of your failure to have these in place.  In particular you guys could simply have  a dual entry field for both routing number and account number.  This is where the user has to enter in the same number twice and checks to make sure both numbers are correct.  This will catch 99.99% of all user entry errors.  A final solution would be for you to verify payments online before accepting payment from an incorrect account number.  Every other online merchant that I have ever used has this in place.

If you fail to refund my $35.00 I will immediately begin taking action against Charleston Water System by filing a complaint with the Better Business Bureau.  Due to your “Unsatisfactory” rating with the Better Business Bureau I expect this threat doesn’t frighten you much.

http://columbia.bbb.org/WWWRoot/Report.aspx?site=48&bbb=0663&firm=34003431

Therefore if you continue to refuse to refund the $35.00 I have paid in penalty I will look into starting a class action lawsuit against Charleston Water System.  From the reaction I got from phone support the online payment issue seems to be an issue you guys are familiar with and it sounds like you are benefiting from your defunct payment system.  I highly recommend you refund my $35.00 and look to improve your online payment system.

I expect a response via email or phone from upper management to discuss this issue.

If anyone has been charged a penalty fee for this same issue please leave a comment and I will get back to you.

Update:

Charleston Water System I have been contacted and refunded the penalty charge.

Good Afternoon Zane,

We did have a seven day waiting period to verify account information but did away with it due to the abundance of customer complaints we received. I do want to apologize that your initial request to have the $35.00 fee waived wasn’t honored. I will be glad to remove this fee. Your next billing statement will reflect this adjustment.  Please feel free to contact me should you require additional assistance.

Thanks for writing and have a great evening.

Tamme’ Nathan
Contact Center Coordinator
Phone (843)727-6800  Fax (843)579-6688
nathanti@charlestoncpw.com

Clean Water For Life!

I responded with

Good deal,  thank you Tamme

If you would like assistance setting up the dual entry method I would be glad to help.  A simple javascript would do it.  There is no reason not to have this and it would most likely remove all such entry errors.  If you would like me to explain to whoever created your site I would be happy to do so.

The way it works is the user enters the routing number and account number twice

EG:

Routing Number: <user input field>
Please Re-Enter Routing Number: <user input field>

Account Number: <user input field>
Please Re-Enter Account Number: <user input field>

If the user enters two different values for either the script would say “Error, your entries do not match.  Please try again”.

This will catch all “Fat Finger” errors where the user either missed a number or mis-keyed the numbers on their keyboard.  I am very surprised to see your site does not have this as it is pretty much standard on all financial transactions where Routing Numbers & Account Numbers are requested since there are so many numbers which increases the chance for error.

Thank you for your support & refund.