I'll just paste the email I sent to them, tell me if you'd be pissed or not.
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I had an erroneous debt sent to collections. It's ruined my credit. This is unacceptable. I've been dealing with this issue for months. Spoken with numerous reps and every single time was told that there was a mistake and it would be corrected. For it to have gotten to this point is ridiculous.
I moved services within the county and when I moved was told that I could bring the equipment with me. I had one cable box and one modem. I bought my own modem when I moved, also I had a faulty cable box that didn't respond well to the remote. There was a lag occasionally and sometimes would do something different then I selected, like randomly open on demand. So I called and explained that I'd like to return the modem and switch a box and a remote.
I was told I could give the installation tech the equipment. So I did.
Not long after I received a call asking me if I returned my equipment. I said yes. I received this call two or three times. Each time they accepted my answer and hung up. I just dealt with receiving those calls and let it go thinking there were some record keeping issues. But no one had informed me what the issue was.
This past month, my bill had an extra $80 charge for unreturned equipment. I called and complained that I had no unreturned equipment. The rep was only trying to argue with me and explained that if I paid or didn't pay it would be sent to collections. She said repeatedly that i would need to bring a receipt to my local office. Also, she kept telling me that I should not have, and should never give the tech the equipment. After stating three times that I gave it to the installing tech she responded by saying that this information helped her locate the necessary information. According to her she didn't see it because she was looking at the wrong account and there was a disconnect. What it sounded like to me was nobody bothered to look at my new address to realize that I brought the equipment with me. And that I had given the tech the modem and a box. The rep then said she would put in a ticket to locate the equipment and have the charge removed.
I called back two days later to ensure the charge had been removed. I was then told that I was not in the wrong when I gave the equipment to the tech. Somebody here is wrong. And as a customer, not knowing who I should trust or what I should do in the future so this doesn't happen again is unacceptable. Then, the rep explained that there was still no ticket to locate the equipment and it was good that I called. But that the charge had been reversed. This was absolutely ludicrous to hear. It seems there is constant miscommunication within the business, no accountability, and inconsistencies. I was told I would receive a phone call when they found the equipment and from a manager. I asked explicitly if I was to receive two calls within three business days. He said yes.
A week passed and I received no phone call. I called back and was informed everything was taken care of. I put the issue out of my mind and assumed everything had been resolved.
Today I received the letter that the outstanding debt of $290 has been sent to collections for unreturned equipment. My credit is ruined. This has been a complete inconvenience and hassle. Basically keeping comcast and transferring service to my new residence has cost me dearly, in time, energy, and now financially.
A once happy customer,
Teddy Weng
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