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MN_Studio
Visitor

Need help resolving broken promises

Recently became a Comcast Business customer.  Ordered service on March 2019.  Was informed that the location was ready for Comcast service and all I needed to do was schedule a date to port the numbers.  My contract with Birch Communications was ending on June 30th so I informed the sales rep that I would be needing to port the numbers before then. 

 

Everything seemed to be going well until the projected date approched.  In May I was told that the property needed to have infrastructure installed before I could get service.  Later I was told that there would be a delay due to access to the shopping center not being approved yet. 

 

As the June 30th dead line approached I was informed that there would be additional delays and I could not have service by the June 30th deadline.  During this time, the sales rep I was working with went dark and I was forced to go up the line to get answeres.  I was able to contact the sales manager and she was cooperative at first.  When it became clear that I would not get service when needed I was told to pay additional monthsan  service with Birch Communications in order to not loose the numbers I had.  I was told that I would be reimbursed for the additional month service by Comcast.  I was also billed by Comcast and was instructed to make payment to keep things moving forward.  Again I was told that I would be reimbursed for my payments to Birch.  Installation was completed by mid July and the numbers were ported near end of July. 

 

Now, several months later I can't seem to get anyone to tell me when I would see my credit for services paid for to Birch because of the installation delays.  I was told by the sales manager that it was signed off by her and her director and is in the hands of finance.  Finance seems to have to record of this.  All I have now is an email from the sales manager that the funds will be credited but no time frame was given and she no longer wants to communicate about it. 

 

Who can I contact to resolve this?  It has left me with a very bad feeling toward Comcast.  I feel I was lied to just to buy time during the installation fiasco.  I have another business I wanted to port over to Comcast but now I'm reconsidering the whole thing.

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Community Manager
Community Manager

Re: Need help resolving broken promises


@MN_Studio wrote:

Recently became a Comcast Business customer.  Ordered service on March 2019.  Was informed that the location was ready for Comcast service and all I needed to do was schedule a date to port the numbers.  My contract with Birch Communications was ending on June 30th so I informed the sales rep that I would be needing to port the numbers before then. 

 

Everything seemed to be going well until the projected date approched.  In May I was told that the property needed to have infrastructure installed before I could get service.  Later I was told that there would be a delay due to access to the shopping center not being approved yet. 

 

As the June 30th dead line approached I was informed that there would be additional delays and I could not have service by the June 30th deadline.  During this time, the sales rep I was working with went dark and I was forced to go up the line to get answeres.  I was able to contact the sales manager and she was cooperative at first.  When it became clear that I would not get service when needed I was told to pay additional monthsan  service with Birch Communications in order to not loose the numbers I had.  I was told that I would be reimbursed for the additional month service by Comcast.  I was also billed by Comcast and was instructed to make payment to keep things moving forward.  Again I was told that I would be reimbursed for my payments to Birch.  Installation was completed by mid July and the numbers were ported near end of July. 

 

Now, several months later I can't seem to get anyone to tell me when I would see my credit for services paid for to Birch because of the installation delays.  I was told by the sales manager that it was signed off by her and her director and is in the hands of finance.  Finance seems to have to record of this.  All I have now is an email from the sales manager that the funds will be credited but no time frame was given and she no longer wants to communicate about it. 

 

Who can I contact to resolve this?  It has left me with a very bad feeling toward Comcast.  I feel I was lied to just to buy time during the installation fiasco.  I have another business I wanted to port over to Comcast but now I'm reconsidering the whole thing.


Hi,

 

Appreciate you recounting your experience here. It sounds like we got off on the wrong foot with these construction delays that caused additional financial issues for you. Let's take a look at your account and confirm the agreement to cover costs for the previous telephone provider. Once we have that, we'll reach out to our local team to see what we can do to make this right.

 

Please send me a private message with your full name, address, and phone number associated with your account for help. Just click my name (comcastbiz_support) and on the next screen you'll see an option to send a private message.

 

Ken

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MN_Studio
Visitor

Re: Need help resolving broken promises

Ken ,

 

Thank you for lending a hand on this issue.  I've PMed you with the relevent information.  Hopefully we can come to some resolution.  This whole ordeal has been very frustrating.

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MN_Studio
Visitor

Re: Need help resolving broken promises

This is still an open issue.  No resolution and no recent contacts about it.  Getting very disappointed with Comcast.  This should have been an easy problem to fix.

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MN_Studio
Visitor

Re: Need help resolving broken promises

Finally this issue is resolved.  Only took 4 1/2 months but I finally received credit on my account.  I never would have happened if not for those Comcast Support people on this forum.  Special thanks to Ken.  He kept on working it until they credit finally came through.  Comcast needs more people like him.

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Community Manager
Community Manager

Re: Need help resolving broken promises

We are so glad to see that everything has been taking care of! Ken is amazing and if you do ever need anything, please let us know as we are always here 24/7 for assistance. -Anisa

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