Unrecovered SMC Gateway fee. Return acknowledged but still no credit?

Hello,

I just want to start by saying the fact that this issue that started in January (it is April now) and hasn't been resolved after calling them 3 times now really changes how I feel about comcast business in general. 

But everything happens for a reason, which is whyyyy... I am SUPER EXCITED to call Verizon today and get set up with FIOS! I've never had it before but I hear really great things!

Here is the situation: I got regular comcast here in portland at first and noticed the SNMP ports that I use to monitor my server were blocked. I thought, oh, well I have a verifiable reason, I'm sure regular comcast will help me out. Little did I know I was about to get burned very hard. After spending about an hour on the phone and having them repeatedly ask me "can we just open the outgoing mail port for you instead?" I was finally put on the phone with some jerk who flashed my modem opening the port but severely limiting my speed and the ability of my modem in general. I went to bed sulking because I work from home, my internet was mostly broken, and I had no other internet choices even available to me. Super Epic. 

I called comcast business and started an account with them and strangely the modem issue cleared up right then. Awesome! My account rep repeated a couple times "the comcast business support is much better" without me even mentioning the modem issue. None the less my adventures with comcast business started a week later. I must say, they do have some smart and careful technicians working for comcast business because it rarely went down or had any issues. It wasn't until I moved from that location and actually had a billing issue to settle on my account did I realize just how greedy, uncaring, and unapologetic the comcast executive management staff (the company itself) really is. I feel sorry for the people who work for them now because no matter how big the company or monopoly you are, if you have the ability to but don't treat people right or rip people's money off it's not going to work well for you long term! Anyway I digress.

I moved so I transferred my business account to the new place, they gave me a new modem which I actually don't like and never wanted, I just didn't want what happened the previous time (I moved into a place for a week and decided it wasn't for me because the location was bad, and yes that is another 200 dollar installation fee mind you) where I was sure I wanted to keep my modem, and not only was this a difficult process, for days afterwards the internet was constantly in and out, in and out (the server monitoring graphs looked like barcodes). 

I told the installer I don't want anything special [that might burn me in the long run], just the normal way you would set up with a new modem. He set it up and happily took the old modem which I loved with him. 

PROBELM: For weeks the modem never showed up as returned, and when it finally did I try to call comcast to get the unreturned equipment fee removed, they can't do it! I've called them Three times. They just calmly keep telling me some other group is in charge of making the credits. I'd like to say, well, some other group is in charge of putting money in my bank account and paying you! I'm sure some executive manager got the credit report one day was like, yeah, lets not make credits like these anymore, we don't make money from credits. They've automated every possible way to take money in, but getting money back out, the benefits don't outweigh the cost. I have no idea, all I know is that I was overbilled one money and it is so dang hard to get a credit for this!

It's funny, I've been happily paying and using Comcast all this time and when they charge me for not returning a modem the installer took, ok maybe they made a mistake. Calling them three times and still not having it resolved? Very uncool.

So uncool that I don't even want to think about it anymore. Must think about something else...

This is why I'm so excited to try out FIOS! Maybe they are actually concerned when a customer has bad service or is over charged. I don't know, I just can't wait to find out and do business with them.

In the meantime, I'll try one more time, since support on here seems enlightened.

I have a billing problem and I am not happy.

I was charged on this account for an unrecovered SMC Gateway which the installer took with him at the end of January.

8778 xx xxx xxxxxxx

Billing date: 02/01/15

In 2 of the 3 calls to support I was told the modem has been found returned but they were not able to credit my account: 8778 xx xxx xxxxxxx