Unacceptable

Subject: Urgent: Double Billing and Misleading Information - Account [8771 1005 6059 ****
]

 

Dear Comcast Customer Service,

 

This email is to express my extreme dissatisfaction and frustration with the billing practices and misleading information we have received since signing up for home internet service with Comcast.

My wife and I signed up for home internet service 500mbps and were explicitly offered a promotion for one cell phone line at a cost of $55.00 with automatic payments deducted from our checking account. We were initially concerned about the accuracy of this offer and repeatedly asked and verified with your representatives if this was indeed the correct pricing and payment method. They said absolutely.

 

 

But, to no avail our concerns, unfortunately, have proven to be valid.

 

I have been charged $55.00 via automatic withdrawal from my checking account, as expected. However, I have also been charged additional and varying amounts (between $42 and $49) from a deleted American Express card that is somehow still on file with Comcast. This constitutes double billing and is unacceptable and, frankly, not legally permissible.

Beyond the billing issues, we have also experienced significant problems with the service setup and customer service interactions:

• On December 19th, we called and paid $25.00 to book our installation appointment. Our home closing was on January 8th, and the installation took place on either January 8th or 9th.

• We encountered a highly unprofessional and unacceptable experience with the XFINITY agent who was sent for the initial installation. This incident is documented within your system, and I am prepared to elaborate on the details if necessary. This was led to me getting my first month or installation fees waived 100.00 out of the 135 I believe. 

Looking past the initial installation issues, I recently spent an excessive amount of time, approximately two and a half hours between April 10th and 14th, being transferred between representatives in an attempt to resolve these billing discrepancies. I was finally connected with a supervisor who assured me that the issues would be resolved.

 

During this interaction, I was informed that I would receive two call backs to confirm the resolution. Furthermore, I was told that I would receive credits for the past three months of overcharges, and that moving forward, I would only be charged the agreed-upon $55.00 for the cell phone line via auto-pay from my checking account. The supervisor also stated that the promotion had been "renewed" on my account.

Despite these assurances, I remain deeply let down by the continued incorrect billing and the feeling of being provided with false information. The fact that my deleted American Express card is still being charged, in addition to the correct auto-payment, is a serious concern.

 

To top it off. I was lied to again by Carlos on a recorded line and told the same things and then also nothing at the same time. Would love to elaborate.

 

It is not ok. 

 

I demand immediate action to rectify this situation. I require the following:

• An immediate stop to all charges being made to my deleted American Express card.

• A full refund for all the incorrect charges made to my American Express card.

• Confirmation that my cell phone line is correctly set up with the $55.00 auto-pay from my checking account only.

• The credits for the past three months of overcharges, as promised by the supervisor.

• Written confirmation that the cell phone line promotion has been correctly applied and will continue as agreed. Promotion told xrj

 

I expect a prompt response to this email outlining the steps you will take to resolve these issues. I can be reached here on this I guess this here thread. I look forward to your immediate attention to this serious matter.

 

Sincerely, 

Xrj promo code….