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Charged a service fee when I was told it would be waived.

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Frequent Visitor

Charged a service fee when I was told it would be waived.

A $70 service fee was charged for a home visit.  The appointment was made by Comcast's executive office, b/c that's where I directed my complaint.  I was told not to worry about the normal fee, and that the visit would be no charge.

However, the $70 is a line item included on my last statement.  How can I get this removed?

Official Employee

Re: Charged a service fee when I was told it would be waived.


@teddymom wrote:

A $70 service fee was charged for a home visit.  The appointment was made by Comcast's executive office, b/c that's where I directed my complaint.  I was told not to worry about the normal fee, and that the visit would be no charge.

However, the $70 is a line item included on my last statement.  How can I get this removed?


Apologies for the issue and the experience that you described above. I went ahead and credited the technician visit charges of $70 from last month.

Apologies again and thanks for your patience.


I am an Official Comcast Employee.
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Frequent Visitor

Re: Charged a service fee when I was told it would be waived.

Hi ComcastTed:

I don't see on my account that the $70 fee has been credited.  I would like to pay my bill without the $70 on it.  Please advise.

Expert

Re: Charged a service fee when I was told it would be waived.


@teddymom wrote:

Hi ComcastTed:

I don't see on my account that the $70 fee has been credited.  I would like to pay my bill without the $70 on it.  Please advise.


Your account won't update until the next bill is generated.


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Frequent Visitor

Re: Charged a service fee when I was told it would be waived.

May I deduct the $70 off this month's payment since it was Comcast's error?

Official Employee

Re: Charged a service fee when I was told it would be waived.


@teddymom wrote:

May I deduct the $70 off this month's payment since it was Comcast's error?


Yes, that is fine, the credit has been applied and will post overnight. You can deduct the $70 from this month's payment.  


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!