I had Comcast cable and internet for 1 year, and I must admit service was great and we never experienced problems with either service. However, I was moving out of state and wished to terminate my account. When it came time to move, I knew some of the other tenants who had renewed their lease, as well as the new tenants moving in, would like to keep their Comcast service. Since I had the service in my name, I called Comcast to switch all the hardware (5 cable boxes and 1 modem) over to another tenant. I then terminated my account and moved out of state. That was 5 months ago.

I received a call from one of the tenants this month, saying an “urgent message” from Comcast was mailed to the house, and he had opened it to find a bill, addressed to me, for over $600 due immediately. I found this rather upsetting, not just because of the outrageous price, but because I had received neither a phone call nor an email, both of which Comcast still have on file (which I later confirmed), about this matter. Instead they sent a bill to an address, which is, again, on file as no longer being my contact address. This aside, I went back to the house to retrieve the bill and all previous work orders. This is when my horrible ordeal with Comcast customer service began.

I originally called the service number (1-800-COMCAST) just to determine what the charge was for, since the bill had no indication of why I was being charged. The service technician said it was for a missing cable box. After searching all of the cable boxes, none of the boxes in the house were the one I was being charged for. I asked the new account holder, a current tenant, what happened with the boxes. He showed me a work order and said a Comcast service technician had exchanged them for the current boxes when he started his service. I relayed this information to the service technician and she confirmed that the remaining equipment had been return all on the same day. Since the work order itself was a mess to decipher, I asked if it was possible that the service technician simply forgot to list this box among all the returned equipment. This is where it gets interesting, and also frustrating. She immediately says yes, so I ask her to cancel the charge and recheck the work order. After a brief delay (I assume to confirm with a manager) she comes back to say the service technician could not have made a mistake. At this point any further discussion became impossible since every time I went to speak the customer service technician cut me off. I ended the call saying I would recheck my records and call back.

The following day I took all of the paperwork I had to the Comcast customer service building near my old residence to try to have this matter resolved. After experiencing a horrible wait in line, not mention some not so subtle racism, I explained my ordeal to another customer service technician. Again, she talked in circles, frequently cut me off, and never directly addressed my questions or concerns. After asking to speak with a supervisor it was brought to my attention that Comcast does not employ supervisors at its office locations, a very bizarre business practice in my opinion. To summarize this interaction, after an excruciating 40 minutes I was given information I already knew and was told they would file a request to review the situation and I would be contacted within 72 hours.

After 3 business days, 5 days total, I did not receive a call so I again followed up to argue this charge. However, during this time it became clear to me that these charges never should have been directed towards me since I had originally signed over all hardware to the new tenant. This, in my belief, was additionally confirmed by the ability of the new tenant and Comcast customer to sign for their release. This was one of my more pleasing interactions with Comcast customer service. After some delays, the customer service technician came back to say that everything was properly transferred into the other tenants name. He went on to say that these charges should not have been sent to me but to the other tenant since the boxes are now in his name. However, when I asked him to drop the charge he said he could not and I would have to go to any local service branch to do so.

To avoid wasting an entire day, I go to a customer service branch local to my new residence. Again, I explain my situation, and again I am met with rude remarks and impatience. This customer service technician could not verify that the equipment had been transferred to another account holder. I explained that only hours earlier I was told they were and asked if she could contact the customer service hotline. Again, I got nowhere since it impossible for the Comcast locations to call their own hotline number. So again I had to leave without anything being resolved, but this time I left to the audible remarks made behind my back by snooty employees.

At this point I am sick of dealing with Comcast, so I call their hotline for a third time, this time sitting in my car outside of the Comcast building immediately after my interactions inside. When my call was taken, I politely asked for a supervisor, explaining that I had been bounced around numerous times over the past week and had not once spoken to a supervisor. She, again, cuts me off and asks if she can try to assist me first. I reluctantly agree and explain my situation, again. She put me on hold for close to 20 minutes and comes back to say that again they will put in a request to review the charge. Frustrated, I ask, again, to speak to a supervisor. She refuses and says that this is what her supervisor told her to say. It wasn’t until the third time, and this time forcefully asking, to speak to a manager. He continuously cuts me off from the second he comes on (again another 20 minutes). I get absolutely nowhere with him except that he “guarantees” that I will receive a call in 72 hours. I ask for his name, Dwani, and his employee ID# 104.

I honestly have no hope of this issue being resolved. I have spent over a week dealing with these people, traveling to 2 different Comcast locations and calling 3 different times. It was only after a collective 5 times of asking to speak to a supervisor that I was finally put in touch with one, and he was the most inconsiderate and abrasive customer service technician I dealt with. I have been told that the service technician could have made a mistake, then that it was impossible for him to do so. I was told that the equipment was properly switched over to the new tenant, and then I was told it was not. I have been told twice a review request would be filed, and have yet to see any evidence of such. I have been told 6 different stories from 6 different customer service technicians yet despite the confusion I am still being pressured to pay or risk collection, destroying my credit score. No matter how many times I call to object, my voice is lost among the corporate greed and their complete disregard for customer satisfaction. I was, before all of this, a very loyal Comcast customer. However, in dealing with them in this ordeal, and seeing how heartless they are, I can safely say I will never again have any association with Comcast, and I will be certain to warn everyone I know about their atrocities.