• Report: #1146581

Complaint Review: Comcast

  • Submitted: Wed, May 14, 2014
  • Updated: Mon, June 30, 2014

  • Reported By: Chris — Jupiter Florida
Comcast
Nationwide USA

Comcast Xfinity Billing error resulting from changing service from one address to another upon moving Nationwide

*Author of original report: Update 5/16/2014

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I moved from one address to another on 2/1/2014. I called to have my internet service moved on 2/5/2014. I was told by the Comcast representative that the service would be TRANSFERRED. I physically moved my modem to the new address along with everything else in my house. I continued making monthly payments as bills arrived. On 4/21/2014 I saw that my bill was increasing and payments were not being applied so I contacted Comcast to get it fixed. I discovered that they set up a NEW account and NEVER CANCELLED my old service... so my payments were being applied to the OLD account. I was assured the problem would be corrected. I then noticed on 5/6/2014 that it did not get corrected so I called to see what happened. I was apologized to and told that the new person I was speaking to saw the error and was putting the correction through AGAIN. This person told me it could take 24-48 hours to get corrected. I gave it a 3 days and called back 5/9/2014 to check the status. I was informed that the correction did not happen and basically had to start over with getting it fixed. Once again, I was assured the problem would be corrected withing 24-48 hours. I gave it a 5 days and called back 5/14/2014 to check the status. I was informed that the correction did not happen and basically had to start over with getting it fixed AGAIN!!! Once again, I was assured the problem would be corrected withing 24-48 hours. I am currently waiting again to call & check the status.

I made several calls to Comcast with each lasting about an hour on average. I know I made more calls than mentioned above, but did not document the others. I do have to say that everyone I spoke to has been very polite & they appear to be helpful... but the problem does not seem to be getting resolved and has taken up several hours of my time and sent my frustration level through the roof.

I have ultimately been billed for over 3 months for BOTH accounts when I should have only been charged for the account that was active at my NEW address.I moved from one address to another on 2/1/2014. I called to have my internet service moved on 2/5/2014. I was told by the Comcast representative that the service would be TRANSFERRED. I physically moved my modem to the new address along with everything else in my house. I continued making monthly payments as bills arrived. On 4/21/2014 I saw that my bill was increasing and payments were not being applied so I contacted Comcast to get it fixed. I discovered that they set up a NEW account and NEVER CANCELLED my old service... so my payments were being applied to the OLD account. I was assured the problem would be corrected. I then noticed on 5/6/2014 that it did not get corrected so I called to see what happened. I was apologized to and told that the new person I was speaking to saw the error and was putting the correction through AGAIN. This person told me it could take 24-48 hours to get corrected. I gave it a 3 days and called back 5/9/2014 to check the status. I was informed that the correction did not happen and basically had to start over with getting it fixed. Once again, I was assured the problem would be corrected withing 24-48 hours. I gave it a 5 days and called back 5/14/2014 to check the status. I was informed that the correction did not happen and basically had to start over with getting it fixed AGAIN!!! Once again, I was assured the problem would be corrected withing 24-48 hours. I am currently waiting again to call & check the status.

I made several calls to Comcast with each lasting about an hour on average. I know I made more calls than mentioned above, but did not document the others. I do have to say that everyone I spoke to has been very polite & they appear to be helpful... but the problem does not seem to be getting resolved and has taken up several hours of my time and sent my frustration level through the roof.

I have ultimately been billed for over 3 months for BOTH accounts when I should have only been charged for the account that was active at my NEW address.


This report was posted on Ripoff Report on 05/14/2014 09:19 AM and is a permanent record located here: http://www.ripoffreport.com/r/Comcast/nationwide/Comcast-Xfinity-Billing-error-resulting-from-changing-service-from-one-address-to-another-1146581. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Update 5/16/2014

AUTHOR: Csuttman - ()

On the day I wrote this complaint, I also filed a complaint with the BBB. Well... that got someone's attention at Comcast. I got a call from a Comcast rep this morning asking for details about my BBB complaint. She appologized for the troubles I'm having and assured me she would push the fix through. Well... time will tell. She is just another of the many that have assured me it would be fixed. I'll post an update in a few days as to the status. So far their website still says I owe 3 months payments on the new account (that were paid to the old account in error).

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