Customer Finds Something So ‘Inappropriate’ on Her Bill, Comcast Refunded Her Service for Two Years
A couple who recently tried to cancel part of their Comcast service was stunned to find that the cable giant had changed their billing name to “A**hole Brown.”
“I am shocked,” Lisa Brown told Christopher Elliot, the blogger who first reported the story.
Brown said that her family was having financial difficulties and chose to save money by canceling the cable portion of their bill. When she tried to cancel, she was transferred to one of the company’s infamous “retention specialists” who attempted to persuade her to keep the service.
“I was never rude,” she told Elliot. “It could have been that person was upset because I didn’t take the offer.”
However, soon after she got the bill, Brown noticed that her husband’s first name had been substituted for “A**hole.”
Comcast has since confirmed the incident and refunded the couple for the past two years of service, in addition to two additional years of service at no charge.
“We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change,” said Steve Kipp, Comcast vice president of communications for the Washington region. “We have zero tolerance for this type of disrespectful behavior and are conducting a thorough investigation to determine what happened.”
“We are working with our customer to make this right and will take appropriate steps to prevent this from happening again,” he added in a statement to Elliot.
This is not the first time a Comcast customer has had trouble canceling service. Last year, audio of a “belligerent” service representative keeping a customer on the phone for an extended period of time went viral.
It’s sad that these folks are having to cancel entertainment(?) from their expenses because of the economy which few admit to being in the tank. The company is probably feeling the pinch of these choices and have to hire these ‘customer rentention specialists’ who are tasked and evaluated on their ability to shove this product down peoples throats, kind of like collection agencies.
Ironic that at first Comcast is begging her to keep her service, then upon finding the error they give her 4 years’ worth free, especially when you consider she probably calls her husband a**hole every day. 🙂