On August 1 we responded to a Comcast Business promotion and signed an agreement to transfer our service from AT&T. We were asked not to initiate the porting of the numbers ourselves because it would take longer than if Comcast did it directly. What they did was show up at our office with the wrong installation order, which really ticked off the tech guy. He returned a second time and installed two new phone numbers and lines.
We only discovered the errors in mid September when we received a bill from AT&T. This entire time of not resolving the issue did not prevent Comcast from sending billings on time, for the wrong services and with wrong rates. After weeks of calling and being put on long holds without resolution by the 800 customer service people, we documented our experience on a forum and got the attention of A.Daniels at Corporate, who promptly called us on 9/11 to offer escalated service to solve the issue, which was created by B.Mitchell in the Comcast sales force on 8/01.
Due to the complexity of the botched order, A.Daniels advised on 9/11 to disregard the billing statements until the issues were all resolved, pricing was corrected and numbers were ported. Phone numbers were finally ported 9/25. No further communication received from A.Daniels in corporate after 9/11. On 10/17 we emailed her informing nothing had been resolved regarding the overcharges. She did not respond until we sent a 2nd request for reply on 10/31. A credit was issued for the first bill and incorrect credits on the second and third. End result? On 10/28 we received a DISCONNECT NOTICE from Comcast for all charges dating back to the first bill. upon communicating and appealing to A.Daniels to intercede since she was the one who instructed us not to pay until all was resolved, her reply was:
"With our system there is no way of stopping disconnection, I have been checking your account daily. They only thing that stops disconnection is payment."
Seriously, you cannot make this up. The incompetence at every level is staggering, especially at the corporate level. Phone calls are not returned, emails are answered ambiguously and without resolution (i.e. I have been checking your account daily.) and no one at the 800 knows what is going on. She cites she has been checking our account daily... yet has done NOTHING to fix the issues. As of today, our account still shows wrong rates and wrong plan. The small credits issued are based on the wrong rates so the open balance is still staggering. Disregarding her instructions to wait, today we paid the 3 open statements for voice service starting 9/25 (not 8/13 as billed) per pricing on the signed agreement. We notified ADaniels that going forward we will make payments per the contracted pricing. We expect future billings to continue reflecting wrong amounts/wrong plans and we will pass the entire file to our attorney for further handling.
This is all very disconcerting. We are new to Comcast Business but have been residential customers for more than 15 years and have had nothing but competent service from those folks.
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Hi Mlbizcustomer. I apologize for continuing issues with Comcast Business Service. We have engaged the Corporate Escalation team in order to achieve a satisfactory resolution for your issue.