comcast 4) phone calls 3) transfers to “NO” where 1) indefinite hold for a supervisor 93) minutes later … NOTHING! internet Washington

I am writing this today to let you know about a unpleasant and disturbing customer service experience that I have had with Comcast.  March 6^th 2014 at 6:26pm PST I called customer service  (800 266-2278) to speak to someone about a billing issue.  Within about 3 minutes I got a rep on the line who took my info and accessed my account. I explained the reason for my call, he took a few minutes looked into the account and told me “no there was nothing he could do about the fee” I then explained I had talked to 2 other customer service representatives who had assured me that the fee would not be charged.  I asked to speak to a supervisor to get better clarification. This is when my customer service experience turned into a nightmare. He put me on hold to transfer me ….. …. … I waited on hold for 20 minutes with no supervisor coming to the line just the hold music to keep me company. At the 20 minute mark I then used a second phone to call customer service again.  This time I asked for a supervisor when the  customer service representative answered.  They promptly tried to transfer but discounted the call. I tried again calling customer service and asking for a supervisor, was told no problem and the transfer was dropped for a second time. Now at the 30 minute mark of hold for a supervisor on the original phone call, I got on Comcast’s website “chat with an agent” function. (chat ID XXXX – XXX C3E6C) I chatted with Marnelli. While waiting for the chat to get going I called back a third time on my second phone to customer service and again asked for a supervisor, was told again sure no problem and a transfer was attempted but again for a third time was discounted!  Meanwhile Marnelli on the chat line took 15 minutes to research my account and found why I was charged the fee, something I already knew.  I explained a little more detail about the fee to her and she was able to “check her delivery log file”. Meanwhile still on hold now for over 45 minutes on my original call. Marnelli finally let me know she checked her logs and found out she was able to refund the fee that was in question.  Thank you.  Now with my original call still on hold I never did get ANYONE to pick up at the 93 minute mark my phone died, without ever getting to talk to a supervisor. RE: Account # XXX XX XXX XXX3899