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IF THIS SOUNDS LIKE YOU...PLEASE CALL COMCAST AND ASK THEM TO EXPLAIN EVERY LINE ITEM ON YOUR BILL.
From what I've read online, over-billing for non-existent equipment is such a common practice, it is either 1) a systemic problem, or 2) an accepted "mistake" to generate more profit. Here's my version of this very common story:
- In April of 2015 I signed a two-year agreement for new service.
- I was told that I needed a new DVR and to return it - I took it to the Comcast store myself and got a receipt the following week.
- On my next bill (May 2015) I had two line items: "HD/DVR Converter" for $10.00 and "Additional Outlet HD/DVR" for $17.95 - NOTE: NO MENTION OF TWO DVRs. I understood that one fee was for the DVR and the other was for the HD CONNECTION to that DVR. It didn't make sense that this was for two DVRs from the wording. THUS I HAD NO REASON TO QUESTION MY BILL and never thought about it.
- I read online recently about all of the billing for duplicate equipment. So I called Comcast to clarify why I have two charges on my bill for my DVR. Per other complaints, they've been billing be between $17.95 and $19.95 (yes, they raised the price of my non-existent DVR) for 14 months.
- Here's the essense of this broadly reported issue - Comcast considers this a "billing error" and due to their "policy" they only refund 4 months worth of overage. So they are keeping $175.45 of my money because I didn't audit my bill after the first iteration. Hmm. They know every piece of equipment in my house electronically, they know the specific date I returned the DVR, yet somehow they don't have the capacity to audit my bill against the equipment I'm using. And their wording on the bill is not clear. And they don't have to refund past 4 months.
No wonder people constantly talk about class-action, BBB, FTC, etc, etc in regards to this practice. It is wrong to associate equipment over-charges that they can self-audit as a "billing issue" and keep any money charged past 4 months.
I have escalated from the phone rep to a supervisor. I have emailed a VP. Now I am posting here. I hope to get resolution, otherwise, I'll join the ranks of BBB and FTC complainers and move to U-Verse (just came to my neighborhood). It isn't just the money, I can't stand unethical business practices. I doubt it will be any different or better with ATT, but I can't just allow companies to take advantage of people like this.
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Would you please share any email addresses to contact xfinity? The same thing is happening to me. They are billing me for nonexistent DVR outlets. There seems to be no way to get this corrected. I've been on the phone with them AT LEAST 20 times, spent 4 hours on the last chat session! Are they this stupid? I don't think so. Must be intentional.
wmsims -- I reviewed your account and all credits have been issued for these equipment issues. Apologies for any inconvenience.
williammelson -- I'm showing the same thing that you have extra charges for receivers that you don't have. Do you approximately when you returned them?
It was somewhat of a PITA, but all of my issues were resolved. It took two phone calls, a posting here in this forum and an email to a service VP, but once it got to the right folks, I must admit the experience was unlike any other I've had with Comcast. They were responsive, articulate, thorough and persistent. Not words I've ever used in regards to Comcast before. I was going to get things fixed and then try AT&T for internet and entertainment, but my experiences with AT&T at my vacation home and my daughters old cell phone service were no better (probably worse) than with the "old" Comcast. So I'm going to stay with the "new" Comcast. I'm impressed by their improved automation (being able to reset your own data modem without having to talk to a rep) and by the obvious client satisfaction training all of their reps have been through. In my case, it was just beauracracy keeping things from getting resolved. I stayed friendly and factual and kept escalating until I got to the folks that could break the beauracracy and get things fixed.
Kudos to the "new" Comcast. I hope they keep getting better, I really don't want to go to AT&T - ever.
LIke these cusotmers,I also have been over billed for years for returned equipment. The comcast location that I returned the cable box to is no longer there and I have no receipt. I returned the box after we had a home burglary and the tv it was hooked up to was stolen, therefore we had no need for it. Unfortunately I never noticed untill recently, (last year), that we had been being over billed. I put out a formal complaints various times and asked to speak to supervisors without luck. I know comcast can monitor when ane where the boxes are used and they always wanted serial numbers etc. Today I was issued another " ticket"
This is an unfair and illegal practice and CEO's should be ashamed. I will seek legal counsel now. Also discovered they had tried charging me for a mdem that I own!
janjanjan -- We've taken care of your modem issue. We have this listed as Customer Owned and have removed all charges. Your box issue is easily fixed too however we need you to tell us which boxes you do have so we can eliminate the one you don't. Your tickets keep getting denied because you won't tell us which serial numbers you have. If you can do this, we can fix this.
On 6/17/16 at 10:49 am I spoke with Phyllis and I did give her the serial numbers for the DVR and the 2 cable boxes. That was when she told me that the "equipment research team would resolve the issue by using those numbers" and gave me the ticket # of 036659386. They did not contact me like they were supposed to on July 1st. Therefore I phoned and spoke with Craig on 7/31 at 11:50 am and he created the new ticket due to an "invalid ticket". He said he had "verified the serial number of the box" . So frankly, I feel like I have contunued to get the comcast runaround.
Unfortunately, neither ticket has the serial number to be removed listed. If you'd be willing to tell me which serial numbers you have, I can update this information and have the correct box removed.
Thank you. That helps us eliminate the box you don't have. I have updated your tickets with the serial number that needs to be removed.
I reviewed all account notes dating back to Jan 1st 2015. There were no inquires made by you in regards to this box being returned until 6/17/2016. As this was the first day this was reported, we can stop all charges as of that date. I have added an additional month as a courtesy. Total reimbursement will be $29.85
Hello Comcast Zach,
I appreciate that you have you looked in to the issue but I am certain for a fact that your IT dept has been able to detect which boxes have been enabled over these years. In addition,the store that I returned the box to had closed a long time ago. The amount you are offering is unacceptable after so much time has passed. Please let me know the name of the person that I need to contact re this matter.
I'm sorry that you feel that this is an unacceptable amount. Your account does not show where you made any attempt to get this box removed prior to 6/17. The store you returned the box to does not exist and you don't have any proof that you returned this box. Because of those circumstances, we are unable to issue anything further than 3 months worth of credit for this box.
Wow, so because a store doesnt exist anymore, there is no proof?
The store was located in the Marquesa plaza in Naples, Florida
I would appreciate at least 4- 6 months of credit. I am very disappointed that after many attmepts in 2015 and 2014 that I assumed Comcast would do the right thing and stopped keeping records of my own until this year. And as I said legal action will only make comcast's name be dragged through the media worse than it already is. More and more people are dumping it for their own setups and/or Direct TV. I know that you are trying to help but its unacceptable.
As stated, it's not just the store not existing. You don't have any proof that you returned it either and there's no record of you making any kind of attempt to have the box removed prior to 6/17. Due to that, we cannot honor any further credit.
Then in the meantime whilst I have contacted the FCC fraud divison, I will expect to see the 30 $ credit in the next statement as well as credit for the incorrect charges for the modem which I own.
Thank you for your attention to this matter
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To help residents and emergency personnel stay connected during this time, Comcast is opening up Xfinity WiFi outdoor and SMB hotspots in these communities to anyone who needs them, including non-Xfinity Internet subscribers.
This will be starting at 4:00 PM ET on Monday, March 5, 2018, through Friday, March 16, 2018.
For more about these open Xfinity Hotspots see here.