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SteveJ's profile

New Contributor

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6 Messages

Thu, May 5, 2022 8:22 PM

What does it take to get a billing error fixed?

In June of 2021 I signed a Comcast Enterprise Services Sales Order Form to move our Business Voice Edge services to a new building, two blocks from our previous location. Our move was scheduled for August 2021.

Due to delays with Comcast provisioning and ridiculous amounts of ineptitude, we finally got our service turned up at the new location mid-October 2021. Since that time we've been billed $998 per month more than the monthly recurring charges on the Sales Order Form. These charges are for 40 lines at $24.95 each. Our previous billing at the old address had no charges for lines, and the Sales Order Form also has no charges for lines.

I've been trying since December to get this fixed. There are multiple closed Service Request Tickets on our accounts. I've sent in copies of the signed Sales Order Form. Every time I call the billing rep is able to see the documentation and description of the problem. We're now being charged late fees and Comcast is threatening on the invoice to disconnect our service, and as of the May 1st bill we're owed a credit of $7,495. I just called and spoke to yet another person who promised to escalate the ticket, and he also informed me that the previous ticket was closed and a credit of $500 is being applied to our account.

I've got sales people calling me weekly, trying to sell me VOIP systems. At this point I'm thinking it'll be easier to rip out our Voice Edge and replace it with something else. If Comcast isn't going to honor the 36-month contract then we're not bound by it either.

Official Employee

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20 Messages

5 m ago

@SteveJ

 

Sorry to hear you have been having this recurring billing issue. I am going to direct you to call our Enterprise number at 1-800-741-4141, that would be able to assist you with this issue. 

New Contributor

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6 Messages

5 m ago

@Comcast_Daryl 

That number is the only way I have to contact anyone at Comcast. That's what I've been calling for five months. 

Official Employee

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20 Messages

Could you please send us a direct message with your full name and address? To send a direct message, click on the "chat" icon in the upper right, then click the "pen/pad" icon, and lastly "Comcast Business." Thank you.

New Contributor

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6 Messages

@Comcast_Daryl 

Direct messages sent, thank you.

New Contributor

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1 Message

4 m ago

I totally understand your situation and can empathize with your level of frustration caused by Comcast's Business response and inability to handle simple instructions. I believe they use off-shore customer service (if you can call it that) which offer absolutely no help. My building burned down in January of this year. I called after the fire in late January and was promised a Customer Business Assistance Program which would lower my bill to approximately $30 per month from almost $200 per month. My mistake was to leave the account on automatic payment since I trusted Comcast to do the right thing. Well here I am at the very end of May with $800+ dollars taken from my business account and nothing to show for after multiple phone calls and promises for account correction. The latesT "offer" is a $50 credit and an attempt to sign me up for the CBAP. Unfortunately, there are no real alternatives because our government is not doing their jobs and we now have behemoths like Comcast that frankly don't give a hoot about small business. This issues I just explained is only one of three issues I've had with Comcast in the past 18 months. The first one took me eight months to finally get resolved (it involved me following Comcast's instructions to the "t") that were totally ignored resulting in hundreds of dollars charged to my account for switching from Colorado to Florida. The newest issue due to their erratic billing of my newest account. Comcast's normal charge of $209 per month was changed overnight to $549 per month for no reason at all. I called their stellar CS this was just part of the Agreement I executed. I asked them to provide proof of this and the only paperwork they provided me proved my point. With my point proven, do you think Comcast adjusted my Bill? Absolutely NOT!! I am still fighting this issues with no end in sight.  I think Comcast Business' model is to frustrate customers until they get so fed up that they give up or cancel service. I see no other reason based on my experience the past 18 months. If my business treated customers (loyal long time) the way Comcast treated their customers I WOULD HAVE NO BUSINESS!!

Official Employee

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3 Messages

@user_c3ba2e Good morning! Thank you for reaching out to our Community Forums Team, to bring this to our attention. I can see after an accident like that, it would be important to keep costs down while trying to get back up and running. I would be happy to get you in the right direction today for a resolution. To begin, can you please Direct Message, your name, the business name, the service address, and contact phone number? 

 

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