I have been a Comcast customer for many years. Generally, I have been very satisfied with the service provided. My personal belief has always been that competition tends to improve service to the customer service experience and the service providers drive to provide positive experiences. I was under the impression that Comcast did not need a direct competitor because the offerings were substantial and expanding. After my last experience with Comcast and the total lack of customer service I experienced, I realize I could not have been more wrong. Comcast has a total lack of regard for their customers. Moreover, in this economically challenging COVID environment, they are now seeking to scam their customers, force customers to pay higher prices, and reduce services when their customers need them most. On Friday July 31, 2020, I called your customer service to see if there were any offers to reduce my bill. The associate said “Yes, we are now on the Simple and Easy system and it will save you money while improving service.” Sadly, IT DID NEITHER. My bill is higher, and my services have been reduced. Your customer service experience begins with a message offering to help if you have COVID related financial issues. Little did I know that if you don’t accept the help, you will be penalized for it. My bill was $219 when the call started. By the time we finished I had much less service then I was promised, and my bill was $227. I have children that are now home full time; so of course, I would say I needed the kids and cartoon channels. So why would I knowingly accept a plan that did not have the additional Nickelodeon channels. The acceptance message does not have a lineup. I would have never accepted that if I saw the channel lineup. I believed the additional price was for the increase internet speed. As soon as my children started to complain about the missing kids’ channels, I called back, within hours of the initial call. The service rep offered a package that was less without the home security service. By that time home security was closed and I was not able to cancel. When I called back on Saturday, they said that offer was not available and by the time I got through the customer service merry-go-round they were closed, and I had to wait until Monday. We went all weekend without the channels we love. My calls on Monday were not much better. By the end of my calls on Monday, I essentially had less service than I started with on Friday and was paying $9 more than when I started. This is not customer service. It was obvious, even though the service rep could clearly see I was diminished as a result of this change and was receiving less service, your rep did not care. This lack of caring for the customer and a lack of desire to produce mutually beneficial outcomes, is usually an attitude that comes from the top (Leadership) and permeates through the general workforce. This is not caring about the customer in these financially difficult COVID times. This is using your monopoly power to ABUSE your customers and extort more money out of there loyal customers for less service. I was very disappointed in the lack of desire to assist the customer and has definitely changed my opinion of Comcast and your Xfinity service. Stories like this exemplify large corporations taking advantage of their customers during COVID and using branding, “Simple & Easy”, to hide the actual pain they are inflicting on their patrons. I will make sure that everyone I can possible tell and everyone willing to listen is aware of this new practice of conning their customers and that Comcast customers should beware that Xfinity customer service is really Customer Disservice. I have provided my contact information, but I hold little hope that anyone at your corporation really cares about the customer or reputation as you are a monopoly entity.
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