8 Messages
Escalation tickets
I received a call today in response to a previous post I made about a ticket. The woman Jen in the billing department pulled up my account and said there was ZERO history of the ticket I submitted back in November. I was being overcharged for data for months when I was not using my wifi. They were telling me data tripled. Anyway, this ticket dates back to November and the fact that she could not see any notes is inexcusable. I am sick of reiterating myself and representatives not understanding why I am calling. This happens every time I call. Don't you guys document and track calls? It's insane and extremely frustrating. I asked to speak a supervisor. She told me I would get a call back within the hour from a supervisor. My phone conversation was at 10:45 and it is now 1:45 PM Eastern. I am not sure what is going on there, but I need this problem resolved today! I am sick of spending hours of my life repeating myself and this thing not getting solves. I am owed a credit of $300+ dollars for my overcharges. Please get back to me asap and not from the billing department.
EG
Expert
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110.2K Messages
4 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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CC_Tony
Retired Employee
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1.4K Messages
4 months ago
Hello, @user_3cieoa. Thank you for taking the time to post about what is going on. At this time, only our Customer Security Assurance team can open and review data escalation tickets. No other team, ours included, has the clearance to see that level of personal information. In order to get updates on those tickets, you must reach the CSA team. Their phone number is 1-888-565-4329 and their business hours are 8:00am - 12:00am EST, 7 days a week.
For other types of tickets like troubleshooting, refunds, and the like, all departments should be able to view those.
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user_3cieoa
8 Messages
4 months ago
Not in this case. I haven’t lived there which I’ve explained numerous times.
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