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File a Complaint

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File a Complaint

Good Evening,

 

I have spent 2 1/2 hours on chat this evening, and 45 minutes on the phone on hold for customer service, only to be "transferred" and disconnected. The level of customer service I have recived tonight is nothing short of abismal. The Chat Managers name is Ria Carla. The support agent in billing before that was Rafeal. Before that was Vaseem, and before them it was Amzad. 

 

After spending 2 hours "trouble shooting" and trying to figure out why my online portal isn't giving me the option to change my billing due date, and having agents not only try to SELL ME PRODUCTS during this or telling me to do the same steps over and over again, my original issue of needing my automatic billing date moved to the 15th seems to be freaking impossible. 

 

Oh - and the best part. Guess what the manager, Ria, tells me.

 

"The chat agents do not have the ability to chage the date"

 

Two. and. a. half. hours. on. chat. 

 

Why don't the Agents know that?

 

Thats all she says. Nothing else. Is this really the customer service experience you provide?

 

 

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Re: File a Complaint


@Preacher84 wrote:

Good Evening,

 

I have spent 2 1/2 hours on chat this evening, and 45 minutes on the phone on hold for customer service, only to be "transferred" and disconnected. The level of customer service I have recived tonight is nothing short of abismal. The Chat Managers name is Ria Carla. The support agent in billing before that was Rafeal. Before that was Vaseem, and before them it was Amzad. 

 

After spending 2 hours "trouble shooting" and trying to figure out why my online portal isn't giving me the option to change my billing due date, and having agents not only try to SELL ME PRODUCTS during this or telling me to do the same steps over and over again, my original issue of needing my automatic billing date moved to the 15th seems to be freaking impossible. 

 

Oh - and the best part. Guess what the manager, Ria, tells me.

 

"The chat agents do not have the ability to chage the date"

 

Two. and. a. half. hours. on. chat. 

 

Why don't the Agents know that?

 

Thats all she says. Nothing else. Is this really the customer service experience you provide?

 

 


Bear with me here.

Are these the steps you used to change your due date?

 

Let’s Change Your Due Date:
 
1. Sign in to My Account.
 
2. If you see an option asking, 'Want to change when your bill is due each month?' click on Get Started and skip to step 4.
 
Option asking 'Want to change when your bill is due each month?  If not, go to the Settings page and find Bill Settings in the left-hand menu. Then, click Billing Cycle.
 
Account Details Menu
 
3. Click View Details.
 
Billing Cycle screen with View Details on the right.  Note: If you don't see View Details, you're not eligible to change your due date.
 
4. Choose the day of the month you'd like for your due date. Pick a date between the 1st and the 28th. The 29th, 30th and 31st aren't available. Then, click Continue.
 
Drop down with list of dates to choose from.
 
5. Go over your changes and click Submit.
 
Changes to Expect screen.
 
Submit button is at the bottom right.
 
6. When you're done, you'll see a confirmation message. It'll tell you when your next two bills will come and how much they'll be. You can print or save it for your records if you like.
 
Keep in mind that if you make a change to your account later–like ordering a Pay Per View movie or changing your package–the bill amount will be different.
 
New bill due date confirmation screen  
 
If you picked the wrong date or you've changed your mind, don't worry. Just go back and pick the date you want. You have up until your new bill is created to pick a different date. The confirmation message tells you when that is, too.  
 
 

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