Comcast Comcasts Christina Mojica sends lies to the state of Florida in response to my customer complant Jacksonville Beach, Florida

From the September of 2011 my TV and internet service has been off and on almost daliy. I have been calling Comcast at least weekly about the problem. Well it is two pages of all the problems I had dealing with Comcast during that 4 month period and I am sure many of you have been there anyway so there is no need to go thru the whole nightmare.

Last week I gave up and filed a  complaint with the state of Florida, I few days later a  women from Comcast called me Christina Mojica called and gave me her name and then mumbled something and just twos were clear and it was "Comcast Executive"

To her credit she listened to me for the at least ten minutes that it took me to list all of the problems I was having with my Comcast service. When I was done she explained that she could only compensate me for 3 of the 4 months I had had countless problems with them. She explained that there was not any record of me calling about service problems in Oct. 2011

This really got to me considering all the time I had wasted with Comcast on the phone and the crappy service I was receiving and paying 150$ dollars a month with no movies or sports of any kind just a HD adon

 I told Chistina Mojica that I do not even care how much she was willing to refund me that I was not going to lie and agree that what she said was true about Oct. 2011

Then she offered to send out a repair truck that day which in the past few months meant waiting 6 or more hours for them to showup without even phone call so I had to find a day that I can waste 6 hours on so I declinded

The next day the state of Florida sent me a copy of the email Christina Mojica sent them that morning and here it is:Dear Sir/Madam:This letter is in response to the complaint filed by Stephen Peterson on January 19, 2012, regarding a service complaint that he has had intermittent service issues. 

We do not have any documented service issues after the completed service call on September 30, 2011. Several offers to schedule a service call to verify claims of service issues were declined by the customer. The customer has been compensated for the documented service issues which occurred in September. A one-time credit in the amount of $25.76 has been applied to his account. He has also been given a $20.00 a Customer Guarantee credit in September for the late arrival by the service technician.We deeply apologize for the frustration this experience has placed on Mr. Peterson. In an effort to make up for his time and frustration, we have given service credit.

 I trust that this provides your office with the information required in this matter.   Please do not hesitate to contact me directly at 904-374-7701 should you have any questions or need additional information.   Comcast looks forward to receiving confirmation upon closure of case # 1201-02046.Sincerely,Christina Mojica

Well as you can see Comcast decided to punish me for not agreeing to the 3 month offer and she had set me up on stating she will send out a service truck while she was talking to me on the phone.Now this statement by Christina Mojica I find interesting:"

We do not have any documented service issues after the completed service call on September 30, 2011. Several offers to schedule a service call to verify claims of service issues were declined by the customer"

Christina is stated that "We do not have any documented service issues after the completed service call on September 30, 2011." Ok it is a bold face lie but look at the next statement "documented service issues after the completed service call on September 30, 2011." Ok so now Chirstina states"Several offers to schedule a service call to verify claims of service issues were declined by the customer"

So why would they make "Several offers to schedule a service call"if as she says they do not have any documented service issues but they yet made Several offers to schedule a service call how can both statements be true?

Hi Hilda, (Hilda Hines Regulatory Specialist III for the state of Florida)

Thank you for your help. I cannot begin to explain how infuriating these problems are with Comcast and it never ends. In the short time since I sent in my complaint to you things have been much worse for me at Comcast First I was called and told that I was in danger  of my service being turned off due to a late payment of $74 and so I paid it to the caller by credit card. A few days later my service was cut off and so I paid what they told me was now another $24 past due.

I then called billing and asked why my service was turned off since I had done as they asked to not have it turned off. I was told there was no record of me being contacted by Comcast or a payment made a week before. After I spent another 10 minutes insisting I had been called by Comcast and had paid as they asked they agreed to take my credit card number and doing a search of my CC number in all payments made to Comcast that month. Several hours later I was called and told they found my payment but still had no record of Comcast calling me and that is how my payment was lost.

The next day a Comcast rep called me and asked if they handled the problem well and I explained that no problems had been resolved or followed up for the last 5 months. She promised to get back with me and never did follow up in anyway.

This week a Comcast rep called me to follow up on your letter to Comcast. I must have spent 10 minutes explaining all the problems I was having with Comcast and she explained that one of the months I had bad service showed no calls from me to Comcast so she was not able to help me with that one. I was at this point ready to explode and told her I was not happy  where things were going.  Since now I felt she was calling me a liar  I cut the conversion short and ended the call.

A hour and a half later I was called by another Comcast rep and she said she was calling to address my complaint to the state. I told her it was not a good time to talk because I was still upset about Comcast’s last call and she said she understood and then I asked if she had seen this in her computer and she told me there was no record of anyone from Comcast talking to me today and she had no record of me calling Comcast about the service since 2009 and so she did not understand my letter to the state  and she needed to clarify things .

The times I called in 2009 concerned Comcast selling my new Comcast phone number to telemarketing companies. Here I had bought phone service from Comcast and I had explained that I was just going to use it for a fax line and I wanted to know if that will be a problem in any way I was assured  there was not anything to worry about using the number for faxes only

Well I dragged my feet and even though it was weeks later I had still not given my new Comcast  phone number to anyone not even my wife when the fax started ringing then no received fax. This happened more and more until I had to unplug the fax machine
because the ringing had become a real nuisance.

Then one day I answered the call and it was a company selling water treatment equipment I demanded to talk to management and I explained they constantly   are calling a fax number and even though they must hear my fax answer they call even more and I wanted to know who supplied them with my fax phone number and personal details. He told me they buy the lists from Comcast being told that the phone numbers were suppose to be “new movers” which his company  has found  is the best type of numbers to market water treatment equipment to.

I called Comcast and explained what had happened and I told them to stop giving out my number. The first person I talked to told me that it was impossible because Comcast does not do as I claimed and after going up 3 levels of Comcast  management each one telling me that what I was reporting would never happen at Comcast( I wanted to but I said nothing about all the times Comcast as been called the largest promoter of spam in the world on the news) I am transferred to the department that handles where and to who Comcast shares  customers phone number, name, address etc. I was told if I read my contract it states that Comcast may share my phone number etc. to third parties  that may have services or products that may interest me. I demanded they stop and I was told I will have to pay another $5 a month if they cannot use my contact information any more.

I have not checked but I am willing to bet there is not a record at Comcast  of any of these phone calls from me that day!

Hilda I do not know if you are aware of this but any calls to any department at Comcast takes at least 30 minutes total Even though I have caller id the first thing I am asked is what language do I speak then I am asked for my “phone number” and a robot explains they have found my account and then she goes thru all the departments and the number to push to contact them.

When my call is transferred I am asked for my “phone number” again.  Now I am being told that if I am going to make a payment I will save money by paying to a robot. The next two times I opt to talk to billing this is repeated trying to divert my call from talking to a billing agent and then I am put on hold once again informed that it will cost me extra to pay a billing agent. I am put on hold which ranges from a few minutes to about another 10 minutes and when a person answers the call the first thing I am asked is “what is my phone number”. I have asked why I have to give my “phone number” so many times and I am told they have no record of me giving my “phone number” so far to any one at Comcast on that call. I guess Comcast employees have never tried
to call Comcast

This routine varies and the most time spent making me wait and keep being told about the extra cost to pay billing is when they see that I have a payment due which they know by all the times I have been asked for my phone number even though the first time that I am asked for my phone number they just ask for the last 4 digits of my phone number  and then tell me they have  ”found my account”

I believe Comcast does all this to discourage callers to hang on and make it to a human. Anyone with a job and family to take care of does not have the time to play cat and dog on the phone to Comcast and then  Comcast can claim they no record of any calls from that customer but they do not count the  people who call and give up before they make it thru Comcast’s maze.

Help!

Thank you Hilda (Hilda Hines Regulatory Specialist III for the state of Florida)

Sincerely

Steve