Comcast Xfinity and the "We're writing to tell you we've made a mistake" letter

[Todd Anderson]

Any other Comcast customers out there receive a letter titled "Important Information About Your Account?"

I've been a Comcast customer for roughly two decades, largely remaining a customer out of convenience (and to keep access to the regional sports networks). Yes, every few years I have to call and re-nogitate into a better deal. And while painful, it has always left me happy.

Earlier this year, as our "deal" was expiring, we received a letter that began with: "We're writing to let you know we made a mistake – we haven't been charging you for some of your XFINITY services..." The letter went on to list a bunch of service fees and then details a total fee that has been mistakenly NOT charged. In that particular case, Comcast claimed it had failed to charge us $9.99/month (for something that was difficult to identify in the letter).

A few weeks later, I had a moment to call and renegotiate our deal. About an hour later, after combing over everything Comcast related with a customer service rep, we had a new deal in place. I was happy enough.

About 3 weeks later we get another letter. The same exact letter we had received prior to negotiating our new deal! This left me scratching my head. I had spent a lot of time on the phone with a rep...and they made the same mistake??

So, I place a call to Comcast Corporate. After a 30 min conversation, they convinced me that the rep didn't know what she was doing and a mistake had truly been made. I begrudgingly accepted that answer, but, in the process, eliminated our home phone and whittled our service down to TV and Internet. So, I was paying the $9.99 they had mistakenly overlooked, but the overall monthly charges dropped significantly.

All's good.

Well... wouldn't you know, last week we receive another "we made a mistake letter." This time, Comcast is claiming they just realized they were mistakenly not charging us for $19.95 in services...and that our bill was going up to reflect that mistake.

Huh???

I hate to air dirty laundry (and this hardly what I would consider dirty... more frustrating than anything)... but I'm curious: has anyone else experienced this with Comcast?

I'm due to talk to someone at corporate again, today, but I think this might be the final straw with me. This is kind of business practice doesn't sit well with me.

 

[tripplej]

I left Comcast/time warner due to all the increasing costs and poor customer service. I never go back to them, never!

 

[mechman]

Dump 'em like a bad habit Todd! I have to say that I have never experienced anything like that. But I don't have Comcast either.

 

[Todd Anderson]

So, I just got off the phone with Comcast Corporate. Turns out the rate raises were due to old equipment that was still on my account from 2015. After some back and forth, they removed it (and, by the way, HBO, which they've been charging me for this year...and I didn't realize it). They offered full credit for all affected months and dropped the bill.

So, luckily, they stay our provider. I really wasn't looking forward to the hassle of picking a new provider.

Why this took over half a year to resolve is beyond me...

Hopefully the "we made a mistake" letters will stop... but, in the event that they don't, I have a direct line to someone at a regional office.

CRAZY!

 

[tripplej]

Hearing them say something is very different from what happens later when reality comes..

Hopefully it stops here but be ready in case it doesn't..

That is why I left them..

 

[Todd Anderson]

Believe me, the leash couldn't be any shorter at this point. I'm not a happy camper.

They certainly bent over backwards to make me happy today. But, they're all over my radar!

 

[tripplej]

More than one occasion, they sweet talked me when I complained about something and then later when the next bill shows up, they actually didn't do anything, just paid me lip service to get me on my way.. I eventually had enough and said goodbye for good.

 

[phillihp23]

I left them over 3 years ago. Been with Dish. They promised to the penny what my bill would be and that they would never change it without clear advance notice. And they have stood behind it. Recently they did some shuffling with channel contracts etc. and they gave clear 3 month notice that the bill would be going up $2.00. Then about two months later they advised that two more channels would be included in my package at no cost due to further network negotiations. My current battle is with an unnamed wireless carrier and deceptive sales practices.

 

[Todd Anderson]

That's impressive. To be honest, I've been 100% happy with the internet and television experience provided by Comcast. It's the billing side that has been a point of frustration. I have to say, the thought of three months of advanced notice about any billing change is super appealing.

It seems it all should be that way!

 

[GFOviedo]

I've been with Comcast for years as well. Our internet bill went from $70 to $110 a month because now we've got to pay $50 extra for unlimited internet. Of course, they never sent us a letter stating the new changes. Comcast cap was 1TB of data per month. Well, my family can go through 1TB in less than a week. Of course, we set up automatic payments. A few months go by, and I notice Comcast charging us $200 to $300 dollars for a few months.

I called customer service, and they weren't able to help me at all. Needless to say, I have now AT&T U-Verse 100 Mbps down / 20 Mbps up and 300 channels for TV that I don't even watch for $120 a month. Granted my internet speed went down 100 Mbps, but I can now watch NFL, Baseball, Basketball and soccer.

Since I've got TV + Internet then I get unlimited data as well.