Report: #959023

Complaint Review: Comcast Cable

  • Submitted: Tue, October 23, 2012
  • Updated: Tue, October 23, 2012
  • Reported By: J - Denver — denver Colorado United States of America
  • Comcast Cable;
    denver, Colorado
    United States of America

Comcast Cable Trying to rip me off when I am moving after being a customer for over 8 years, they send me to their premier customer line only to be told i have to cancel and return all equipment and then set up ag denver, Colorado

*Author of original report: Here is the transcript for a chat where they give me the number to call; when I call they say I can't do what this agent is telling me

Show customers why they should trust your business over your competitors...

Trying to rip me off when I am moving after being a customer for over 8 years, they send me to their premier customer line only

to be told I have to cancel and return all equipment and then set up again. The premier customer service reps are so rude

compared to the normal CS. All I want to do it suspend my service while I close on the home I sell till I can take

possession on the home I am buying. I am shocked they rather lose the customer than retain and give quality service.
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#1 Author of original report

Here is the transcript for a chat where they give me the number to call; when I call they say I can't do what this agent is telling me

AUTHOR: J - Denver - (United States of America)

user Jassir has entered room

Jassir(Tue Oct 23 20:02:09 MDT 2012)>
Order Information

analyst Jennifer has entered room
Jennifer(Tue Oct 23 20:02:17 MDT 2012)>

Hello Jassir, Thank you for contacting Comcast Live Chat Support. My name is Jennifer. Please give me one moment to review your information.

Jennifer(Tue Oct 23 20:02:25 MDT 2012)>

Welcome to Comcast Chat Sales! It's my pleasure to process your order and answer any questions you may have throughout our conversation. You may call me Jen. How are you doing?

Jassir(Tue Oct 23 18:02:47 MDT 2012)> hello

Jennifer(Tue Oct 23 20:02:58 MDT 2012)> Hi there. 

Jassir(Tue Oct 23 18:03:45 MDT 2012)>
i am very disappointed with the service i am getting after being a customer for over 8 years

Jassir(Tue Oct 23 18:04:07 MDT 2012)>
I am trying to move and am being told i either have to cancel or downgrade completely
Jassir(Tue Oct 23 18:04:15 MDT 2012)>  this is a rip off
Jassir(Tue Oct 23 18:04:30 MDT 2012)> are you there?

Jennifer(Tue Oct 23 20:04:42 MDT 2012)> May Iplease have your account number.
Jennifer(Tue Oct 23 20:04:59 MDT 2012)> I have checked the new address that you have provided me.

Jassir(Tue Oct 23 18:05:20 MDT 2012)> i don't have my account number >with me 

Jennifer(Tue Oct 23 20:05:27MDT 2012)>Turns out we cannot transfer your services there for now since there's an active account in the address,

Jassir(Tue Oct 23 18:05:33MDT 2012)>can i give you my telephone number
Jassir(Tue Oct 23 18:05:51MDT 2012)> yes but that account falls out on the 12/14 

Jennifer(Tue Oct 23 20:05:51MDT 2012)>That's okay, I need your account number.
Jassir(Tue Oct 23 18:06:11MDT 2012)>as i will take possession after we close on 12/13

Jennifer(Tue Oct 23 20:06:08MDT 2012)>Or the last 4 digits of your SSN.
Jennifer(TueOct 23 20:06:11 MDT 2012)> 12/14?

Jassir(TueOct 23 18:06:19 MDT 2012)>

Jennifer(TueOct 23 20:06:21 MDT 2012)> December?

Jassir(TueOct 23 18:06:28 MDT 2012)>yes
Jassir(Tue Oct 23 18:06:44MDT 2012)>So i am selling my home and buying a new home
Jassir(Tue Oct 23 18:06:58MDT 2012)>however the sales closing is 10/30

Jennifer(Tue Oct 23 20:07:04MDT 2012)>That's still far away. Wedo need the new address to be disconnected first before we can process the transfer.

Jassir(Tue Oct 23 18:07:17MDT 2012)>but the new home we are buying will only be available for closing on 12/13

Jennifer(Tue Oct 23 20:07:15 MDT2012)>The system will not push through if we proceed.
Jennifer(Tue Oct 23 20:07:26MDT 2012)>There's is nothing we can do for now.
Jennifer(Tue Oct 23 20:07:41MDT 2012)>It will, but there's no pending disconnection as well as I have checked.

Jassir(Tue Oct 23 18:07:49MDT 2012)>so i just cancel my service????
Jassir(Tue Oct 23 18:08:32MDT 2012)> ok if the current owners ask for their service to be transferred on 12/14 then will it work >
Jassir(Tue Oct 23 18:08:55MDT 2012)>we are moving to a shortterm rental for a month.

Jennifer(Tue Oct 23 20:08:57MDT 2012)> Yes. 

Jassir(Tue Oct 23 18:09:16MDT 2012)>i don't mind paying a short-term hold fee to have the service in suspense
Jassir(Tue Oct 23 18:09:57MDT 2012)>so what are my options 
Jassir(Tue Oct 23 18:10:08MDT 2012)>  you guys are being very unhelpfully 

Jennifer(Tue Oct 23 20:10:10MDT 2012)>You can call this number- 1-800-9346489
Jennifer(Tue Oct 23 20:10:35MDT 2012)>I would help you if I can, however the system will not push through anyway.
Jennifer(Tue Oct 23 20:11:12MDT 2012)>I do hope you get my point. If we proceed, there's nothing to proceed. 1 address can only contain one account.

Jassir(Tue Oct 23 18:11:43MDT 2012)>what do i tell the customer service representative when i call

Jennifer(Tue Oct 23 20:12:41MDT 2012)>To have your services suspended.

Jassir(Tue Oct 23 18:13:09MDT 2012)>will i lose my email id and telephone number?

Jennifer(Tue Oct 23 20:13:21MDT 2012)>No, you will not. 

Jassir(Tue Oct 23 18:14:22MDT 2012)> how will that work

Jennifer(Tue Oct 23 20:15:06MDT 2012)>Your services will be frozen, don't worry.

Jassir(Tue Oct 23 18:15:48MDT 2012)>they are saying it can't be done

Jennifer(Tue Oct 23 20:16:03MDT 2012)>Says who?

Jassir(Tue Oct 23 18:16:43MDT 2012)>they transfer me to theLoyalty group who say so  first Faith and they Irene both very rude

Jennifer(Tue Oct 23 20:17:59MDT 2012)> I see, they can do that.I don't know why they'd say they can't.

Jassir(Tue Oct 23 18:18:22MDT 2012)>so who do i believe?

Jennifer(Tue Oct 23 20:19:28MDT 2012)>Call this number instead(800) 934-6489
Jennifer(Tue Oct 23 20:19:51MDT 2012)>We are grateful to have you as a Comcast customer and look forward to continue being the provider that helps you stay connected to your services and if you ever need our assistance again, remember it is our guarantee to be available to answer questions at your convenience, 24 hours a day, 7 days a week

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