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Signed Contract delayed, rewritten and billed

Comcast Issues.  ACCOUNT #(removed for security of the account)

11/19     Contact Comcast to change our name from Snohomish County Tourism Bureau to Snohomish County Sports Commission. Ticket #CR878846784

12/23     Ticket #CR884244905. Called and requested that we would like all our lines closed except one and open one new “native” line, keeping Voice Mail and get an upgrade on wifi speed from 150 to 250.  All to port over or rollover our mainline 425348-5802 and toll free line which rolled over to our main line to be transferred to the Snohomish County Parks Department, which is in the same building as we are in.  We had at the time 8 lines.  I received a ”docusign” from Lazarus Comstock with the order for the 2 native lines in a 2 year Ultimate package deal, Order #24068980. I signed and returned while still on the phone with Lazarus.  He received and said that I should be receiving a call with Comcast to set up a tech to come over. 

I assume with the holidays that tech would not be over until the after Christmas.

1/10       Ticket#CR886906159. To get the main line /toll free number I had to give my authorization which I did on 1/10 to Lazarus and also information from the County Parks was given to the appropriate people their okay on this transfer.  This seemed to be very confusing with everyone because they informed us the next wee that they couldn’t trans over to the parks because they were on a different type of line.

1/21       It was resolved, and a Comcast Technician came over to port over our the numbers.  When I asked him if he was also to set up our two native lines and close the other lines, he said it was not on his work order and he still showed that all 8 of our lines are active.

1/22       Ticket #CR884244905. I called and talked to Perrie Gill, Sales Supervisor and told him my whole story. He showed that no order was showed submitted. He said the contract was rejected. So, I gave Perrie my order. All the same information. Close all the old lines or keep one which will only be used as a spare with no VM and one new native line with a new phone number, Voicemail, 2 years, best package.  However, Perrie said that there was no Voice Mail request and by adding Voicemail the contract has to go for 3 years.  This is very upsetting since we are a non-profit and paid by grants and we cannot guarantee funding every year.  Perrie said there was nothing they could do so Perrie sent me the docusign and I sent it right back on 1/23.

1/30       Ticket#CR890053744. Called again. No calls or tech from Comcast. Talked to Eric. He still showed that all of our 8 lines were still active. He was able to over the phone troubleshoot and get the lines unactive and then a tech person came over that same day and gave us our 2 lines and voicemail pin.  WHY COULDN’T ALL THE OTHER SALES PEOPLE COULDN’T DO THIS?

2/3. Signed up for my Account online to manage my phone and voicemail. 

2/6         Ticket#CR890053744. Called Comcast again online that my account showed and error and also my Voicemail was not working, and I could not call out (got busy signal) and could not call in (got message phone was not active or something like that). Over phone they did a modem reset but that did not work. Tech was sent out. He noticed that the clip into the pin on the system was not put in the right location.  Error by the last tech.  After he left, everything was working and no Error message on my online account.

 

Now I have received by February 25-March 24th bill and it shows I have Business Internet 150, 2 line, voicemail (don’t know if this is on one line or both), Trouble call charge for 2/7 (SHOULD NOT HAVE) a bunch of other charges and adjustments which are confusing that I am charged in January and were not even hooked up until 2/6.  I had a large credit already, so I checked my Jan 26-Feb 24 bill and it is charging me for the 8 lines and all other charges that go with them.

I should not be charged for the 8 lines in January since I asked for them to be disconnected 12/23.  We had no phone service all of January because our phone sub-contractor took the phones the end of December. And I should not be charged for the 2/6(7) service call (which I was told I would not be charge by the tech because it was not our fault).

Also, on 2/14 I called in because I was not getting any calls in since Friday, Ticket #CR893197088.  Apparently, that was fixed remotely.

Our business has been Comcast for many years, and this was the worst series of mishaps I have ever had.

I ask that you correct the charges on our bill and credit our account.

3 REPLIES 3
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Official Employee

Re: Signed Contract delayed, rewritten and billed

Thanks so much for taking the time to reach out to us with all of this information. I just wanted to advise that I have removed the account specific information to protect the security of your account. I can see that you have been through a lot through this whole experience and I am going to do all that I can to ensure that we get to all of your concerns as quickly as possible. Can you please confirm your first and last name, and the full service address on the account for me, so that I can fully access the account to get to the bottom of those charges? 

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Visitor

Re: Signed Contract delayed, rewritten and billed

My name is Terry (hidden for the security of account)

Snohomish County Sports Commission

(hidden for the security of account)

Account #(hidden for the security of account)

 

Thank you.

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Official Employee

Re: Signed Contract delayed, rewritten and billed

Thanks so much Terry, and I very much appreciate you confirming that account number for me again as well. Looks like you are still sending this over public post. Would you please reach out with this information through private message for me so that we can keep your information secure? 

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