Frustration

This is what happens when your corporate-owned Congress stifles competition and allows monopolies. See the bolded bit. This whole thing took nearly an hour. It kind of made me laugh, too, since I just read the transcript of Gareth’s Big Finish episode yesterday. Which means nothing to you if you are not a Torchwood fan. 🙂

XFINITY Chat
Live Chat
user JEAN has entered room
analyst Myra has entered room

Myra
11:46AM Hello JEAN_, Thank you for contacting Comcast Live Chat Support. My name is Myra. Please give me one moment to review your information.

Myra
11:46AM Im glad to have you on chat!

JEAN
11:46AM My Issue: Why has my bill increased this month?

Myra
11:46AM Hi, Jean

JEAN
11:46AM Hello

Myra
11:47AM I understand you want clarification about your bill increase, am I correct?.

JEAN
11:47AM Yes. It has increased considerably, and I would like to know why.

Myra
11:47AM I would want to understand what I’m paying for as well. Let me look into your account so we can see what the problem is and get this corrected for you. Rest assured that I will do everything I can to help you with this.

Myra
11:48AM I see you have logged into your account so there is no need for us to verify security thank you for doing that.

Myra
11:48AM May I have 2-3 minutes to check the account , would that be okay ?

JEAN
11:48AM Yes

Myra
11:48AM Much appreciated, thank you so much.

Myra
11:49AM While waiting, I would like to share this information to you. There are self help quick fixes that you can also browse through which will surely come handy in the future; this contains quick fixes with your internet service problems. TYPE in your browser, either of these links: HTTP://XFINITY.SUPPORT.COM/ and WWW.XFINITY.COM

Myra
11:52AM Thank you for waiting.

JEAN
11:52AM No problem.

Myra
11:55AM What I have see here the reason of the increase is that your current package at $ 29.99 good for 12 months, has been expired nad you are now paying the extended promotional price of $ 53.95

JEAN
11:57AM I was not paying 29.99. I have been paying 54.99 according to the September PDF. Now it is 63.95

JEAN
11:57AM When was I supposed to be paying 29.99?

JEAN
11:59AM A year ago, my bill was 51.57. Now it is 80.00. Nothing about my service has changed except what I am being charged for it.

Myra
12:00PM The $ 29.99 was order last 10/22/13 this was expired last 10/22/14 and paying 54.99 good for another 12 months, this also expired last 10/22/15 and you are bnow paying the extended promotional price ay $ 63.95

JEAN
12:01PM My bill is 80.63.

Myra
12:01PM Let me Itemized the bill details

JEAN
12:02PM I can see the bill details. I want to know why I am paying so much more for exactly the same service.

Myra
12:03PM This is because of the promotional price increase after 12 months, Jean

JEAN
12:03PM So every year is a price increase, even though the service stays the same?

Myra
12:03PM Yes, Jean

JEAN
12:05PM This does not make me happy. I do not have money to spare. If I cancel the tv service, according to my current pill, I should then be paying 65.61 for the internet and the taxes, right?

JEAN
12:05PM Bill, not pill, although….

Myra
12:07PM Yes that is right.

Myra
12:08PM I do really undertsand that since im a customer as well.

JEAN
12:08PM And then that will increase in one year as well, right?

Myra
12:08PM Yes the increase will take effect after 12 months.

JEAN
12:08PM What will it be?

Myra
12:10PM Your current service at $ 63.95 good for 12 months will increase to 83.95 for another 12 months.

JEAN
12:10PM

Twenty dollars? Seriously?

JEAN
12:10PM Don’t you have some kind of better deal?

Myra
12:10PM Yes ecey 12 months it wil incraese 20.00

Myra
12:10PM Let em check for the available offer on the account

Myra
12:14PM Thank you for waiting.

JEAN
12:15PM ******Meanwhile, if I keep the tv portion, the price goes up ten dollars a year, but if I only have internet, it goes up 20.00?******

Myra
12:15PM Yes, Jean

Myra
12:16PM Upon checking here, we have double play package for $ 74.95 on my end

JEAN
12:17PM I fail to understand the logic behind this, except how your employers can get more of my money for the exact same service. Not your fault. It seems I will have to leave it as it is then, but I will be checking into Verizon FIOS, as my building is FIOS-ready. So thanks for your help.

JEAN
12:18PM Making sure. If I leave things as they are, my bill will be 90 dollars and change next year. Right?

Myra
12:18PM I do understand that, Jean. we have still ahve an options.

Myra
12:18PM Yes, Jean

JEAN
12:18PM Which are…?

Myra
12:18PM For more offer I can connect you to our sales team via chat, would that be okay ?

JEAN
12:19PM Sure, why not. Thanks again for your help.

Myra
12:19PM You’re very welcome, it’s my pleasure to help!

Myra
12:19PM PLease stay online

Myra
12:19PM Please wait, while the problem is escalated to another analyst
user JEAN has entered room
analyst Mehnaz has entered room

Mehnaz
12:19PM Thank you for contacting Comcast Chat Sales where our top priority is making sure you are set up with the Comcast services that meet your needs. I will be providing you the best customer service experience with the best services in the market.
Waiting for response from Myra
analyst Myra has left room

JEAN
12:20PM Hello

Mehnaz
12:21PM Jean , as I see you wish to get reason of bill increase , am I right ?

JEAN
12:22PM Yes. Apparently the policy is to keep charging more and more for the exact same thing, and then charging even more for less service as well.

Mehnaz
12:25PM Thank you for sharing the details.

Mehnaz
12:26PM Let me check your account details.I will be more glad to assist you today to resolve your concern.

JEAN
12:26PM Thank you.

Mehnaz
12:30PM Jean , as I see you have the basic cable at $10.75 per month + Performance Internet at $53.95 per month + $10 for leased modem .

Mehnaz
12:30PM I see here that your bill went up is because your current promotion has now rolled off to the regular price.

Mehnaz
12:30PM Just a heads up, Jean . All of our promotions are only good for one time only can no longer be extended.

Mehnaz
12:30PM What I can do here is to check if we have an available promotion that will be eligible for you.

JEAN
12:30PM Okay.

Mehnaz
12:30PM We’ll check the best way to revolve your issue alrght .

Mehnaz
12:30PM Can you give me 2-3 minutes to check on the available services we have now please?

JEAN
12:30PM Yes.

Mehnaz
12:32PM Thank you .

Mehnaz
12:33PM rtwI do understand that you want to lower down your bill and get a lower promotion again.

Mehnaz
12:33PM Whoops! Please disregard the typo in my last message!

Mehnaz
12:33PM I do understand that you want to lower down your bill and get a lower promotion again.

Mehnaz
12:33PM However upon checking all my resources, I am sadden that we currently do not have an available promotions online.

Mehnaz
12:33PM What we only have here are the package in the regular rate.

JEAN
12:33PM Of course ot.

JEAN
12:33PM My typos, too. LOL

Mehnaz
12:34PM With other deals , your Internet speed will be lower down .

JEAN
12:34PM So I am forced to leave things as they are, it seems. No choices here.

Mehnaz
12:34PM I can do one thiung for you .

JEAN
12:34PM Thanks for your help.

JEAN
12:34PM Which is?

Mehnaz
12:34PM Jean , since you have been a pretty loyal customer to Comcast, I am more than willing to extend my help here.

JEAN
12:35PM Meaning what?

Mehnaz
12:35PM The best thing we have now is to coordinate to our Loyalty Department who has all the access to all the promotions and discounts.

Mehnaz
12:35PM What I can do here is to escalate a high priority request to get a lower promotion for you.

Mehnaz
12:35PM All you need to do is kindly please call them at 1 866 270 8329 and connect to the Loyalty Department EST Time at 8am-5pm.

Mehnaz
12:35PM I will make sure that the account will be fully documented regarding your request so that our Loyalty team will be guided accordingly.

Mehnaz
12:35PM You can call them I will coordinate with them personally so that you will not have start all over again. Sounds good?

JEAN
12:36PM Okay. Time limit? I have to go out soon, and cannot spend a lot more time with this today.

Mehnaz
12:37PM

I understand .

Mehnaz
12:37PM All you need to do is kindly please call them at 1 866 270 8329 and connect to the Loyalty Department EST Time at 8am-5pm.

JEAN
12:37PM Okay. Do I need a code or just your name or what?

Mehnaz
12:37PM They are also the department to reward all our loyal customer like you.

Mehnaz
12:37PM You just need to say them to connect to loyalty team and told them to check the account notes .

Mehnaz
12:37PM Rest assured that everything is already taken care of because we don’t want to lose a valued customer like you who keep us in business.

Mehnaz
12:38PM I hope I was able to clarify everything for you. Before we end today, would there be anything else that I can assist you with? I will be more than glad to assist you further.

JEAN
12:38PM Okay, great. Thanks again for your help. I guess we are done now.
© 2015 Comcast

4 thoughts on “Frustration

  1. Cliff hanger! What did the Loyalty Team say? Apart from we are very happy to serve you and now get stuffed and go away while we try and fob you off to another department until you get sick of the runaround and pay whatever you ask thank you so much for calling us?

    I hate that BS sales talk.

    • Yeah, I haven’t called them yet. Had to go see the surgeon about the colon thing. Liked him a lot. Very positive. Don’t have to have the surgery immediately, going to try to get off the prednisone first, as it increases the chances of problems. Feeling very good about it all, though. Yay, me. Crazy is good. LOL

  2. What a load of horseshit! And it seems you were chatting with India (I have to deal with customer service there for my Net10,account). Same rhythm to the messages.

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