Visitor
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2 Messages
Service broken for 2.5 months, No Refund...yet
We live in Washington, DC, and had a service interruption between approximately May 16-August 23. We had over 10 different technicians scheduled, and it took until August 23 to actually get it fixed (all that needed to happen was a new line installed that extended into our three neighbor's backyards - work the previous technicians did not want to do). Comcast billed us for the entire period, and we have talked to 3 finance reps about getting refunded. All apologize (after making me repeat each time the story), and assure me that they will call back when they get approval for a refund (since they can only process $50 credits). But, after a month since our first call, I've received no call-backs. This is obviously illegal on Comcast's part - and a stunning failure in customer service. Does anyone have advice about how to deal with this, other than by contacting the Washington Post or our lawyer?
CCJoshua1
Problem Solver
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567 Messages
3 years ago
Thanks for getting in touch with us about this, @user_3ba33d. This isn't the kind of experience we want you to have with us. We'd love to further investigate this issue together. Would you be willing to send us a private message with your full name and address?
To send a "Peer to peer" ("Private") message:
Click "Sign in" if necessary
-Click the "Peer to peer chat" icon
-Click the "New message" (pencil and paper) icon
-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line
-Type your message in the text area near the bottom of the window
-Press Enter to send it
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EG
Expert
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110.3K Messages
3 years ago
Concern moved here to the proper help section, and for greater exposure to the Comcast corporate employees (The Digital Care Team) for assistance.
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user_3ba33d
Visitor
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2 Messages
3 years ago
Thank you for the message. I decided last night to send a message directly to a senior Comcast executive, and the refund was issued today. I hope that this use case is instructive for the company. It has been a nightmare experience for us.
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