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hey

Posted on May 21, 2016 at 01:23 AM.

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Hello CHRIS_, Thank you for contacting Comcast Live Chat Support. My name is Ruby Josephine Louise. Please give me one moment to review your information.
Ruby Josephine Louise
10:20PM
A pleasant day to you! You have reached the Billing Department. It is a pleasure to chat and assist you.
Ruby Josephine Louise
10:20PM
Hello Chris!
Ruby Josephine Louise
10:21PM
I see that you would like to confirm the 9 AM call
CHRIS
10:21PM
i was told i would get a call at 9am in the morning
Ruby Josephine Louise
10:21PM
I'd be glad to check the account notes for confirmation
CHRIS
10:21PM
can you verify that is logged in my account
Ruby Josephine Louise
10:21PM
Sure! Pulling up the account now
Ruby Josephine Louise
10:21PM
Thanks for logging in
Ruby Josephine Louise
10:23PM
Chris, I see the documentation made by Maria for scheduled phone call at 9 AM to 615-869-8443
CHRIS
10:23PM
good
CHRIS
10:24PM
she wasn't much help so i assume she was just making stuff up
CHRIS
10:24PM
can you share what direction she left for the person that is going to call
CHRIS
10:24PM
me?
Ruby Josephine Louise
10:24PM
I can definitely check, one moment please
Ruby Josephine Louise
10:31PM
Sorry for the delay
CHRIS
10:31PM
has 6 minutes been long enough to check the notes?
Ruby Josephine Louise
10:31PM
Got the details up
Ruby Josephine Louise
10:31PM
I do see that she mentioned that you were questioning on the HBO since it was no longer part of your current package after the change was made
CHRIS
10:31PM
you must have comcast internet for it to take this long

CHRIS
10:32PM
di ddhe note to listen to the call whjere comcast called me today and offer to change me service but just screwed it up
Ruby Josephine Louise
10:32PM
Yes, she noted that as well
Ruby Josephine Louise
10:33PM
You also discussed about the current service as well as the data usage
CHRIS
10:35PM
yeah i was told i was switched to unlimited today
CHRIS
10:35PM
im guess that was a lie
Ruby Josephine Louise
10:39PM
One moment please, I'm double checking the included services in your package
Ruby Josephine Louise
10:43PM
Alright , I can see that your package includes the unlidata usage so you can be sure there will be no additional charge
Ruby Josephine Louise
10:45PM
So just to clarify, your package includes 140+ channels, 250 Mbps, unlimited data usage, X1 cloud DVR service, and 3 months free HBO
Ruby Josephine Louise
10:45PM
Your monthly rate including taxes would be $148.00
Ruby Josephine Louise
10:46PM
Your next bill due on 6/28 is $142.44
CHRIS
10:46PM
how is my monthly rate 148 but my next bill 142
CHRIS
10:47PM
and why was hbo cut from my package
Ruby Josephine Louise
10:47PM
Comcast bills in advance so your next bill will have prorated charges and credits hence the balance for next bill is only $142.44
CHRIS
10:47PM
i asked specifically during the call and was told it was included like it has been for the last 13 months i have been a paying custmore
CHRIS
10:48PM
does that make to sense at all?
CHRIS
10:48PM
so is my bill $15 dolloar less per month now basedon the changes today ?
CHRIS
10:49PM
i waas told that today but is sounds like another lie
Ruby Josephine Louise
10:49PM
Your monthly rate of $148 includes the following charges: $110.00 bundle + $19.90 for 2 additional boxes + $18.10 taxes and fees
CHRIS
10:49PM
I only have 2 boxes period
CHRIS
10:49PM
check my account for yesterday
Ruby Josephine Louise
10:50PM
Hmm, so the main box and 1 additional, correct?
CHRIS
10:50PM
yes
CHRIS
10:51PM
do yo see why i am mad at the poor service and lies?
Ruby Josephine Louise
10:51PM
Yes, you're right. I only see 2 cable boxes on the equipment. Oh my, the second charge is incorrect. Hold on please, let me remove this second box charge
CHRIS
10:51PM
is there a manager there that i can talk to or does comcast not value me as a customer
Ruby Josephine Louise
10:54PM
I understand . You currently have a supervisor call back but if you like I can connect you to a supervisor here on chat.
CHRIS
10:56PM
so you don't value me as a customer? I can't even talk to someone when i'm obvioulsy being over billed?
Ruby Josephine Louise
10:57PM
Chris, I assure you that I do value you hence I am removing the second box charge since that is an error and I am offering to connect you to a supervisor here on chat if you don't like to wait for the call back
Ruby Josephine Louise
10:57PM
Here's an update
Ruby Josephine Louise
10:58PM
Removed second box charge of $9.95 as of 5/20 , confirmation # is 1000516127582107
Ruby Josephine Louise
10:58PM
Your next bill is now down to $118.90
Ruby Josephine Louise
10:58PM
Your new monthly is now down to $136.41 including taxes
CHRIS
11:00PM
and do i have hbo ongoing like i did this morning before someone messed it up?
Ruby Josephine Louise
11:01PM
My apologies as the current package does not include it however, we were able to add it for 3 months free
CHRIS
11:03PM
well it suppose to be ongoing. please correct
CHRIS
11:04PM
i'll wait here while yo do
Ruby Josephine Louise
11:04PM
I really apologize however, I only have 3 months free.
CHRIS
11:04PM
]what was the name of my tv package this morning
CHRIS
11:05PM
and what is it now
Ruby Josephine Louise
11:06PM
It was Starter Double Play ; it is currently X1 Starter Extreme Double Play
CHRIS
11:07PM
what is the "extreme" for?
Ruby Josephine Louise
11:07PM
That's the name of the internet plan you have: EXtreme 250
Ruby Josephine Louise
11:08PM
Previous service was Blast internet which has 75 Mbps
CHRIS
11:09PM
i had a 100 mps before
CHRIS
11:11PM
and my tv package for the last 13 months was the "double play" and had hbo
Ruby Josephine Louise
11:11PM
Ah, yes, Nashville area has Blast at 100 Mbps
CHRIS
11:11PM
and today my "double play package doesn't have HBO?
Ruby Josephine Louise
11:12PM
I understand the confusion this has caused. Your previous package was Starter/Blast double play which included HBO however, the current package is STarter/Extreme which does not include HBO
CHRIS
11:12PM
so whats my internert speed suppose to be now. Because it anit no faster today that it was yesterdayu
Ruby Josephine Louise
11:13PM
The current package includes 250 Mbps
CHRIS
11:14PM
lol
CHRIS
11:14PM
tell your supervisor that he better listen to that sale call before they call me
Ruby Josephine Louise
11:16PM
I see. Shall I proceed in connecting you to my supervisor here on chat or will you wait for a supervisor to call instead ?
CHRIS
11:18PM
can't she call me now?
CHRIS
11:18PM
i think if comcast cared at all you could
Ruby Josephine Louise
11:20PM
Oh, my apologies, the scheduled call back was set to 9 AM but we have supervisors on chat available instead .
CHRIS
11:20PM
call please
Ruby Josephine Louise
11:24PM
I see. The supervisor scheduled at 9 AM will call you to discuss your concerns over the phone
Ruby Josephine Louise
11:25PM
If you would like to speak with a supervisor now, I can connect you via chat
CHRIS
11:26PM
are they going to be any help
Ruby Josephine Louise
11:27PM
I'm sure they will
Ruby Josephine Louise
11:28PM
Alright, I will contact a supervisor now to assist you here on chat
Ruby Josephine Louise
11:28PM
One moment please
Ruby Josephine Louise
11:30PM
Chris, I will connect you now, please hold
Ruby Josephine Louise
11:30PM
Please wait, while the problem is escalated to another analyst
user CHRIS has entered room
CHRIS
11:31PM
My Issue: I want to confirm i am receiving a call at 9 am
analyst Kimberly has entered room
Waiting for response from Ruby Josephine Louise
analyst Ruby Josephine Louise has left room
Kimberly
11:31PM
This is Kimberly, the supervisor on duty. I hope you aredoing well. Please give me 3-5 minutes to review your chatwith the representative.
Kimberly
11:32PM
Thank you for waiting.
Kimberly
11:32PM
Hi Chris
CHRIS
11:32PM
please note that as you are reading that your agent did not know my internet speed
Kimberly
11:33PM
Alright.
CHRIS
11:33PM
and that i was being chaged for a reciever i dont have
Kimberly
11:33PM
I see here you want to confirm about the callback?
CHRIS
11:34PM
and this is the second chat session tonight and wasted over 2 hours of my time
CHRIS
11:34PM
and now a supervisor doesn't have the coutesy or care to pick up the phone
Kimberly
11:35PM
Chris, I apologize for the inconveniences about the failed supervisor callback.
Kimberly
11:35PM
Shall I request another?
CHRIS
11:35PM
why the ejqewljfhegf
CHRIS
11:35PM
can't you call me and take care of this now!
Kimberly
11:36PM
I am sorry, Chris but we here on chat only take chats.
Kimberly
11:36PM
Unless we can schedule a Supervisor to contact you later on.
CHRIS
11:37PM
i had better be called by someone at 9 am that listened to the sale call that was made to me
CHRIS
11:37PM
and i am calling the bbb at 9:05 if i don't get a call
Kimberly
11:38PM
Yes, I am noting that.
Kimberly
11:39PM
Please do wait for one of our Supervisor to contact you tomorrow 9 AM
Kimberly
11:40PM
Thanks
CHRIS
11:40PM
i will
CHRIS
11:40PM
and at 905 if i haven't been called i am calling the bbb
Kimberly
11:40PM
yes
Kimberly
11:41PM
Is there anything else I can assist you with today?
CHRIS
11:41PM
and they had better have listened to the sales call
Kimberly
11:41PM
I have noted that as well.
CHRIS
11:41PM
you haven't helped with anything
CHRIS
11:42PM
i will be rating they survey as poorly
CHRIS
11:42PM
because your service is poor
Kimberly
11:42PM
We apologize for the inconveniences. Rest assured that I have noted to make a follow up about that supervisor callback.
CHRIS
11:43PM
we'll see
Kimberly
11:43PM
Thank you.
CHRIS
11:43PM
Monthly Charges Monthly Charges AT&T High Speed Internet 1Gbps $99.00 $29 off ongoing discount on internet-$29.00 DIRECTV SELECT All Included $88.00 $28 off for 24 mos-$28.00 $10 Off for 24 mos-$10.00 Your Starting Price $120.00 Additional monthly charges and discounts $0.00 Combined Bill Discount -$10.00 Total Monthly Charges $110.00 *Excludes taxes and other fees See more details
CHRIS
11:44PM
that 4 recievers
CHRIS
11:44PM
your service has made me reconsider paying you $150 a month
Kimberly
11:45PM
I understand.
CHRIS
11:45PM
but you don't care
CHRIS
11:45PM
i noted that as well
Kimberly
11:46PM
I don't see any extra receivers in the account, Chris. Do you mean additional outlets?
CHRIS
11:47PM
your other agent removed an overcharge for a box i don't have tonight
CHRIS
11:48PM
how long have i been charged for that?
Kimberly
11:48PM
I see here that was already addressed, with confirmation #1000516127582107
CHRIS
11:49PM
how long had i been overcharged is my question please?
Kimberly
11:50PM
Let me check
Kimberly
11:51PM
I have checked just from 4/08 to 5/08
Kimberly
11:51PM
The adjustments will reflect on your next statement.
Kimberly
11:51PM
*as a credit prorate.
CHRIS
11:52PM
sorry if i was not clear
CHRIS
11:52PM
I don't or havent had a third reciever. Could you clarify how long i have been overcharged? That would be helpful.
Kimberly
11:53PM
That's only for roughly a month only, Chris.
Kimberly
11:54PM
You are not overcharged. It was in fact a free deal but the promotion rolled off to it's regular rate.
CHRIS
11:54PM
So can we identify when a reciever(that i don't have) was added?
CHRIS
11:55PM
I'm hoping to have the facts for my call tommorow.
Kimberly
11:56PM
Yes, let me check.
Kimberly
11:58PM
As I have reviewed, there was no receiver added. That's the reason why the adjustment was already validated.
Kimberly
11:59PM
Therefore, you won't be charged with that again.
CHRIS
11:59PM
what caused me t obe charged?
CHRIS
0:00AM
to be
Kimberly
0:02AM
I apologize if that was added incorrectly by our sales representative but rest assured that it was already corrected.
Kimberly
0:02AM
Was this added by a Phone rep?
CHRIS
0:03AM
I guess. Please note this is why i am concerned
Kimberly
0:04AM
Yes. Okay.
CHRIS
0:04AM
Just as this error indicates , i was very misled and lied to
CHRIS
0:05AM
I was told I would still have HBO ( I asked this question specificly on the call)
Kimberly
0:05AM
You can actually contact our Phone Sales team so that a Phone supervisor can review the conversation, since there is already a callback set, you can wait until tomorrow for the call and have the supervisor on sales team review with you.
Kimberly
0:06AM
I apologize but based on the order, HBO is not part of the package.
CHRIS
0:06AM
yet now it's being treated like you are doing me a favor by giving me HBO free for 3 months when i have already had if for over 13 months
Kimberly
0:06AM
There is HBO added free for 3 months.
CHRIS
0:06AM
yet when i woke up this morning i had HBO as part of my package
CHRIS
0:07AM
people who can't do their job really upset me sometimes
CHRIS
0:07AM
I guess since it's not your money you dont' care
Kimberly
0:08AM
Yes we care.
CHRIS
0:08AM
as you have shown by not having the coutesy to pick up the phone and talk to a CUSTOMER
CHRIS
0:09AM
what the difference is price of the package i had this mornign before that liar screwed it up
CHRIS
0:10AM
I can't wait o post this stuff online
Kimberly
0:10AM
We apologize about that, Chris.
CHRIS
0:12AM
what the difference is price of the tv package i had this mornign before that liar screwed it up
Kimberly
0:13AM
There was no change with the Cable package. Still the same
CHRIS
0:15AM
Exactly!!!!!!!!!!
CHRIS
0:15AM
but i had hbo this mornign
Kimberly
0:15AM
We are sorry, Chris but the current package do not have HBO Included.
CHRIS
0:16AM
But it did this morning
CHRIS
0:16AM
?
Kimberly
0:16AM
That's why one of our rep added free HBO as part of courtesy for 3 months
CHRIS
0:16AM
And magicaly after a a sales call from you it goes away???
CHRIS
0:16AM
DOes that make any sense to you at all?
CHRIS
0:17AM
Kimberly 0:13AM There was no change with the Cable package. Still the same
CHRIS
0:17AM
but it did change
Kimberly
0:17AM
We are sorry if the current package signed up don't have HBO with it.
Kimberly
0:18AM
What I meant about that is the Starter Cable package.
CHRIS
0:20AM
well what i meant about it was your sales person called me and told me I would have the exact same channals . I asked " even hbo right" they said "yea"
Kimberly
0:20AM
I am sorry if you were misinformed.
CHRIS
0:20AM
oh and by the way let try to sneak in a reciever fee on this guys
CHRIS
0:21AM
because our help desk want actually pick up the phone
Kimberly
0:21AM
okay.
CHRIS
0:21AM
what the name of the sup that is calling me
Kimberly
0:22AM
The supervisor callback requested will be routed to the available supervisor tomorrow.
CHRIS
0:22AM
name please
Kimberly
0:23AM
Analyst Kimberly is typing...

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