A Rant about Comcast
Last year, Comcast took over Adelphia cable. I was not very happy about this, because Adelphia was -extremely- good service, and I had absolutely no complaints. They were prompt, efficient, and didn’t piss me off (the main stickler).
But I was willing to give Comcast a try.
Apparently sometime in March, I was somehow signed up for automatic billing. I don’t automatically bill anything, as I like to be in control of my finances. I didn’t discover this little fact till the end of May when I noticed two charges on my bank statement (which I check daily). One that I paid, and one that Comcast automatically billed me for.
I called, was on hold for 15 minutes, but was able to talk to a gentleman who had the charge removed. He actually said he’d have to talk to his supervisor and call me back. I gave him my cellphone number to call me back. He called the house and left a message on the answering machine instead.
The good news though, he was able to get the second charge reversed, but he was not, however, able to remove the automatic billing.
So I called up again today during my lunch break, after having been on the hold with the MVA for 20 minutes, and was on hold for another 21 minutes and 5 seconds waiting for Comcast (there went my lunch break). The woman I spoke with seemed like an unintelligent lass just paid to answer the phone and type a few numbers into the computer.
She stated that the only way to remove automatic billing is to have them send me a form. They could not do it over the phone, or the website (I tried, the site gives an error). So it was easy enough for me to unknowingly sign up for this POS service, but I have to walk through fire to remove it. Nice.
I brewed on that for the rest of the day and decided I was unsatisfied with that answer, so I called again when I got home. 1 hour and 5 minutes later of being on hold, another woman, sounding just as unintelligent answered the phone. She also stated that something like that would have to be handled by the accounting department, and that they would have to mail me a form. So I asked to speak with the accounting department, to which she replies “I’m sorry ma’am, but customers do not have direct access to the accounting department.”
OH REALLY.
So she put me on hold for another 10 minutes or so regarding a billing error I also wanted to correct. During that time I hop onto their 24/7 chatroom customer service (yeah like these things are ever helpful) and talk to two separate assistants, one who was too much of a n00b to help, and the second who stated I could call or visit my local office to have the automatic billing removed. I even told her that I had switched banks last week (which I did, from BB&T to ING Electric Orange) so any charges they try to put through will not only bounce, but will create NSF fees, which I guarantee they will pay, not me.
Great. So I get to make another phonecall tomorrow during lunch. But these bitches better believe I’ll be calling every day till I get this issue resolved.
And let me tell you something, I was a Customer Service Representative for Terminix (an international company as well) for several years. We were -not- allowed to have anyone on hold for over a minute, and we used the Mission database system to keep track of every phonecall that came in, who they were, and I wrote ridiculously detailed notes into their account with every phonecall. I made sure their issues were resolved, I kept track and did follow-up phonecalls to make sure their issues were resolved, and I especially kept track of when my co-workers fucked up and DIDN’T keep track of the issues they were supposed to be resolving. So don’t tell me it’s so fucking hard to answer a phone and deal with a customer complaint.
And that, ladies and gentlemen, is my rant for today.
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One Response to “A Rant about Comcast”
June 30th, 2007 at 8:34 am
[…] their customer service department (which I must say, was answered near immediately compared to the hour + from before. Perhaps Saturday mornings are an ideal time to call), who pulled up my account. Somehow I was […]