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Feel like I'm being held hostage

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New Poster

Feel like I'm being held hostage

Last December I cancelled my comcast service because I was moving to another place that already had a comcast account in my roommate's name. I remember paying some bill after that and just assumed it was some residual charges. Then in March, I started getting calls about how I had past due bills! I was totally freaked out and signed on to my account--apparently it never got cancelled. I paid off the past due amount because I was worried it would go on my credit report, and then IMMEDIATELY called comcast. The woman on the phone said it was entirely comcast's fault, there was a record of my cancellation in December etc. and that I would be reimbursed for what I paid, that they were sorry, etc etc. Well I never received a check and I sort of forgot about it until I started AGAIN getting calls from comcast about this SAME ACCOUNT (that was supposed to be cancelled SIX MONTHS AGO). Now I am supposedly $150+ past due (when in fact, comcast OWES ME over $260!!).

 

I have called in twice since then, both times the representative assured me I was in the right and they would cancel my account and reimburse me, but it still hasn't happened and I am still getting phone calls from the collections department. The last person I talked to last week told me I would get a call confirming the services was cancelled by Saturday (I didn't) and that by Monday (today) I would be able to check online and confirm the bill had been taken off of my account (it isn't). At this point I am seriously at my wit's end. The four people I have talked to so far assured me this would be taken care of and it just hasn't happened. This is incredibly frustrating.

 

I don't have my ticket numbers from my calls in December and March, but the ticket # I got a couple of weeks ago is

 

02-25-613-62

 

And from last week

 

022-68-5227

 

If I can't get this resolved I am just not sure what to do. I guess I will just pay the bill and file a claim in small claims court.

New Poster

Re: Feel like I'm being held hostage

I had the same problem with Verizon Fios for over $400 - filed a complaint online with the Better Business Bureau and was reimbursed VERY QUICKLY.  Try it.

Gold Problem Solver

Re: Feel like I'm being held hostage


smiller511 wrote: ... The four people I have talked to so far assured me this would be taken care of and it just hasn't happened. This is incredibly frustrating. ...

When you can't resolve a problem using the regular customer service channels, send an email to "we_can_help@cable.comcast.com". Include:

    Account number
    Full name
    Service address
    Best contact phone number and best time to call
    A description of the problem
    A link to your post

A Comcast problem resolution specialist should contact you to follow up. They seem to be quite a bit sharper than the regular phone or chat customer service reps. You can also reach this group on Twitter (https://twitter.com/ComcastCares/), on Facebook (https://www.facebook.com/Xfinity), and in the DSL Reports Comcast Direct forum (https://secure.dslreports.com/forum/ComcastDirect).