Billing Complaint

I received a billing statement in January 2025 that showed a significant increase in the total bill for TV & Internet.  I initiated a chat session and addressed 2 issues with the bill, one error and one reduction available by returning a cable box.  During the chat, the agent suggested that I could get a faster internet rate for less money to which I agreed with the terms and signed off via email.  After that chat session, I started another chat to see when the agreed to changes would be reflected in my statement.  I was informed that I should pay the incorrect bill and that Comcast would credit the differences the following month.  I stated that since these changes were for the next service cycle starting 7 days later, it should not be a problem to simply update the billing statement before payment.  I escalated this issue on a phone call that same day with someone in the billing department only to be informed that the offer I just signed was invalid and the agent I worked with was not authorized to make that offer at the rate I signed off on.  At this point, there was no written documentation that showed what my actual monthly rate really was.  After 7 hours in chat and on the phone, I gave up and just waited to see if any changes would be made to the January statement prior to the due date.  Just before the January statement due date, I checked my account and credits had been applied that exceeded the amount of my January and February charges.  I thought this was a rather generous offer on the part of Comcast for the time and trouble I experienced trying to get my billing corrected.

I received the February 2025 billing statement and it showed a credit balance of $68.67.  Since I had agreed to autopay as part of the rate changes, there was obviously nothing to be paid against a credit balance.

I just received the March 2025 billing statement and it showed that I owed over $400 and that I had a significant over due balance and that I owed late fees against that balance.  I immediately contacted Comcast via chat, with no success only to listen to more that 4 agents express their commitment to fix the problem.  As with previous experience with overseas chats, when an agent is confronted with a problem they can't fix, they just go away and transfer the chat.  I then called, escalated the issue again to a billing supervisor, and was informed that someone simply made a mistake.  The entire credit, both those made as legitimate adjustments as well as the "compensation" adjustment were reversed with absolutely no explanation or documentation in the March statement.

That's three "strikes" against your company, first for agreeing to a phony rate in writing, second, erasing a credit without documentation or explanation, and third, applying late charges to an amount past due of unknown origin or explanation.  How can a multi-billion dollar company operate with such deceitful and probably illegal practices?