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Escalation Dept does nothing

I'm now on week three of waiting for Comcast escalation service to call me to issue a credit and set my account properly so that the billing matches my contract.  I called them in early August when the rep told me that it couldn't be fixed and that a supervisor would call me.  I called them again after not hearing from anyone and was told that the problem went to escalation services and would be fixed in 2 biz days.  A week later, it is still not fixed and I was told again that my only solution was to wait for them to call.

 

How do you create a team of supervisors with the authority to fix problems but don't allow them to be reached by their own fellow employees?  How do you make them supervisors when their level of customer service is lower than the general group that answers the 800 number?

 

I am continually baffled by Comcast customer service.

 

If this post doesn't render a response in 24 hours, the search for another carrier will be on.

 

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Re: Escalation Dept does nothing

My order agreement was digitally signed on June 7.  When I received my first bill, very little of the agreement was reflected in that bill.  I was overcharged more than $200!  I called the 800 number and reviewed my bill in minute detail vs my agreement.  The rep told me not to pay the bill.  The corrections would be in place in 2 or 3 days and I could go online to see the changes in my bill.  He gave me my first CR601 number.  This first conversation was June 21, 2016.

 

Nothing had been done by July 14.  I called again to check the status of the changes that had not been implemented.  Received another CR609 number and an escalation to their BSC department. 

 

Nothing had been done by August 18.  I called again this day, received another CR621, promised a BSC "escalation," and told I'd receive a phone call directly from the rep to verify the changes were implemented.

 

Nothing had been done by September 8.  I called again this day, received another CR629, promised the changes would be made in the system immmediately and approved by the supervisor, and told I'd receive a phone call directly from the rep to verify the changes were implemented by 3pm.  Her email address was given to me in case I had any questions or needed to contact someone directly.  I did email her the next morning when, as usual, nothing had been done.  Also as usual, I received no return email.

 

I have paid the bill according to my agreement using my estimate of taxes, fees, etc.  What else does a business owner do?  Should I expect my service to be suspended due to a contrived past due balance?  Should I complain to the BBB, FTC, FCC, and the county where service is provided?  Are there any other alternatives?     

 

 

 

 

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Community Manager
Community Manager

Re: Escalation Dept does nothing

Hello Carmicja,

 

Did you ever receive a follow up regarding your case? 

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New Member

Re: Escalation Dept does nothing

My order agreement was digitally signed on June 7.  When I received my first bill, very little of the agreement was reflected in that bill.  I was overcharged more than $200!  I called the 800 number and reviewed my bill in minute detail vs my agreement.  The rep told me not to pay the bill.  The corrections would be in place in 2 or 3 days and I could go online to see the changes in my bill.  He gave me my first CR601 number.  This first conversation was June 21, 2016.

 

Nothing had been done by July 14.  I called again to check the status of the changes that had not been implemented.  Received another CR609 number and an escalation to their BSC department. 

 

Nothing had been done by August 18.  I called again this day, received another CR621, promised a BSC "escalation," and told I'd receive a phone call directly from the rep to verify the changes were implemented.

 

Nothing had been done by September 8.  I called again this day, received another CR629, promised the changes would be made in the system immmediately and approved by the supervisor, and told I'd receive a phone call directly from the rep to verify the changes were implemented by 3pm.  Her email address was given to me in case I had any questions or needed to contact someone directly.  I did email her the next morning when, as usual, nothing had been done.  Also as usual, I received no return email.

 

I have paid the bill according to my agreement using my estimate of taxes, fees, etc.  What else does a business owner do?  Should I expect my service to be suspended due to a contrived past due balance?  Should I complain to the BBB, FTC, FCC, and the county where service is provided?  Are there any other alternatives?     

 

 

 

 

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