F'ing Comcast at it again. Equipment charges despite the fact that I returned equipment?

[Pitt]

Long story short, I ditch Comcast 3 years ago. I take my cable box and modem down to the little building on S. Columbus Blvd, pay my last bill, and that's that, right?

No. After all, this is Comcast we're talking about.

So apparently a collection agency has been calling people from my past - former co-workers from over 10 years ago, my parents, etc - trying to collect on some kind of debt (why they didn't just call me, I have no idea). A little Googling reveals it to be Comcast's collection agency. So now I'm wondering if I forgot to pay my last bill or something.

No again. They're saying I didn't turn in the box and modem and I owe them money after just discovering this 3 years after I left Comcast.

What's funny -- they did this exact same thing to my girlfriend when she dropped Comcast 6 months ago (different account than mine altogether, different place of residence infact), although after a month of haggling they were able to track down her equipment and sheepishly admitted their mistake and have since left her alone.

So basically the same thing happens to me except I resolve it via a chat with a Comcast.net representative over the internet, which is when it's revealed to me that it's a debt for unreturned equipment. He just says he's going to remove the equipment charges from the account. I saved the chat via copy and paste. He didn't bother to try to track down the cable box as far as I can tell. Here are lines from his chat, verbatim:

Glenn: here is what I will do, I will create a ticket for this, we will remove the equipment charge from your account,
Glenn: We will contact you in 72 hours to confirm to you that the equipment fees are removed.
Glenn: I assure you, we will fix this issue from our end .
Glenn: We will correct the account from our end , you can have my employee number for resolution ticket reference Comcast#33016

Well now I'm getting emails from someone else at Comcast claiming Glenn never agreed to remove the equipment charge from my account even though I sent him the whole chat between Glenn the online Comcast rep and I.

Am I paranoid to think they went back and edited the conversation? Because I'm furious and I know Comcast is bad, but this is crazy. And infuriating.

[Jayfar]

I was going to suggest you shame them with a post to the Comcast facebook page, but of course theirs is read-only.

[Pitt]

I was going to suggest you shame them with a post to the Comcast facebook page, but of course theirs is read-only.

Predictable.
I just found the CEO's email. Maybe I'll send it right to the top. He probably has bigger fish to fry, so I figure I'll CC the Better Business Bureau, Fox 29, NBC 10, the link to this site, and be sure to mention I'm recording all phone and email correspondence to be replayed on Youtube.

[Hospitalitygirl]

Find their Twitter handle and tweet them. I've found this to be an effective strategy.

[PASnow]

They're notoriously bad about claiming boxes & modems unreturned. I ditched TV & only have internet & when I brought my box in luckily I think I googled or researched other peoples thoughts & constantly read about "Keep your receipt" because of that. So, I goto the office, drop my box off, they check it in, adjust my account & billing and say I'm good to go. I get my receipt, and decided to keep it. About 3 months later I get a bill with a $200 equipment charge?? I call up, have my receipt, give the date it was returned & myb the box # or something else from the receipt, and luckily they realize yes it was returned.

My fear now though is I still have them for Internet only, and that whenever I do move or shut it down I'll bring the modem back, but they'll again try charging me for the TV box, claiming I never did return it. At this point it's been over 2 years & while I still have the receipt, it's completely faded.

[19147]

Scan the receipts, save them and email them to yourself. That way, you'll have them as long as you have your email account.

[Gladys]

i had a similar issue with sprint. and i ditched them before the deadline it was so bad.. they just want to make it soooo hard to stop.

I can't imagine it's legal to call friends and family. how would they know anyway?

[Geno]

When I moved 3 years ago they took my old cable box. It took about 18 months for them to realize the tech who came out took the box. Recently I cancelled their pathetic cable service. It took 6 months this time to stop claiming I had the box the tech took. I guess they improved. That company is a bad joke.

[Alley]

When I moved from Delaware to Philly a few years ago similiar problem. Comcast said we owed an equipment charge for a modem. We never used their modem. This issue went on for months calls, showing up at their office, etc. What seemed to work was I repeatedly kept asking them to give me the seriel # on the equipment they say I had. I kept a record of all calls, etc. Ugh, I cannot even get started I hate them so much! On a postive note because of them being idiots there was no incentive to get cable in Philly. I dont' watch much tv at all now except for antenna and internet shows.

[andrewd]

Tweet @comcastcares

[Jayfar]

Speak of the devil:

Comcast antitrust case heading to U.S. Supreme Court - Philadelphia Inquirer

[Pitt]

ITALLICS ARE COMCAST'S EMAILS. MY RESPONSES ARE IN BOLD.


Mr. XXXXXXX

We have concluded our research into the 2 pieces of equipment which remain listed on your disconnected Comcast account at XXXXXXXXX in Philadelphia, PA 19107.

You had 1 DVR and 1 internet modem with us while you had service, and neither of those 2 devices shows as having been returned. If you are indeed claiming those 2 devices have been returned, we would require your receipt showing return of those 2 devices. You can fax your proof of return to 888-913-3595 or you can email it to Comcast_Support_Services@cable.comcast.com. Without your proof of return for this equipment, you would be responsible for the equipment charges on your account.

You are not being billed for any previous customer’s equipment [background info -- this was back when I lived in an apartment and a previous tenant left his Comcast box and modem there, which I thought maybe they were charging me for by accident]. You are being billed for the 2 pieces of equipment that were installed in your home on December 4th, 2008 by Technician 2620. Those are the same devices that are still on your account for which you’re being billed.

We hope to help you resolve this matter, Sir.

Sincerely,

Mike Beare
Support Services
Mon. - Fri. 9-5:30pm

[DocAwesome]

Same thing happened to the GF - she realized it only 3 years later when she checked her credit and there was an entry there. She no longer had the receipt needless to say. The account was under her email address and phone number, but for some reason they never bothered contact her and went straight to collections. And that is when I dumped Comcast. And kept the receipt.

[Pitt]

Please tell me you're joking, because what I just read is bush league.

I was told this matter was resolved weeks ago. And now you're saying it's not?

I love the tone, as if you're informing me of some kind of pending matter, like I somehow knew this was under some kind of review.

I don't know what you people do with the equipment when we bring cable boxes back, I really don't, but I know for a fact within the last year you initially lost the equipment [my girlfriend] turned in from XXXXXXX Philadelphia PA, and now it's revealed you lost track of equipment I turned in years ago, admitted the mistake [via Comcast online chat a couple weeks ago], and now you're deciding in retrospect you didn't want to admit the mistake because apparently you can't track down the serial number or whatever it is you use to keep track of this equipment.

Un-XXXXing-believable.

Honestly, maybe those lushes you hire to keep track of equipment should keep better track, although I guess they're not accountable.

I didn't even know this was an issue all these years later, otherwise I would've kept the receipt.

Nobody wants your rent-a-modem and what motivation do I have to keep a Comcast box when I don't even have cable (or any cable service for that matter)?

You want to tell me why you're sending this email out of the blue like I already was expecting you to retract the screw up?

What's amazing is out of good faith I called Comcast when I moved into XXXXX in August '08 to tell you about all the cable boxes, wires, and modems left by the previous tenant so you could come pick them up, but the rep said you don't pick up equipment and asked me to drive it in for you.

Once again - un-XXXXing-believable.

So these cable boxes and modems are not important enough for you to drive 2 miles to pick up a 3 or 4 or however many cable boxes and modems the previous tenant left at the loft before I moved in, but you're up my ass for one box and modem that I drove down to you and you couldn't keep track of?

I want the whole story. You guys have royally screwed up. First you don't want the previous tenant's equipment enough to pick it up, then you lose track of my equipment I turn in at your little Plexiglas window which took all of 30 seconds on South Columbus BLVD, then you hire a company to collect this fake debt for my equipment by harassing former co-workers who I haven't seen or heard from in 10 yrs who live 400 mi away, then "Glenn" apparently isn't too shocked by Comcast's screw up so he removes the debt via Comcast online chat and agrees to contact these collection agency companies, and now you're backtracking and saying lets see if you can squeeze me for however many hundred dollars because you figure I didn't keep the receipt after all these years, in which case you're right, it's long gone.

Do you want to lose a customer for life? We currently have Xfinity internet service under XXXXX XXXXX's account -- she's my forementioned long-time girlfriend who you also recently accused of stealing your cable box and modem until you were able to track it down and see she did in fact turn it in (you can check on that -- it's true).

This is so ridiculous I can't even fathom what was said in the meetings that lead to this email.

-XXXXXXXXXXX

[Pitt]

I am emailing Comcast Chairman Roberts. His email address was easy to find.

I'm briefing him on the matter, detailing how the same thing happened
to XXXXXXXXXX at an address 8 miles away from mine (but was
resolved b/c apparently you tracked down her equipment easier), and
forwarding all correspondence I've had with Comast personnel, starting
with my Comcast Chat with "Glenn" who obviously didn't find the screw
up too hard to believe on your end and removed the debt as a result.

I am CC'ing the local news outlets on the email.

-XXXXXXX

[Pitt]

Mr. XXXXXXXXXX,

There are notes on this account from 8/30/12 where Glenn advised you during the online chat of the unreturned equipment charges. There are no notations on that date that you were advised that we have removed the debt, as you stated. He may have stated your account is in "Write Off", but that simply means the matter has gone to Collections and that would be the balance owed by the customer should they ever wish to reinstate service with us.

You then spoke with Brenda 6 days ago, Sir, on 9/21/12 and she advised you that she was submitting an equipment research ticket for this matter. You gave her your email address at that time. She then told you we would email you with a conclusion to this research. That is what we did.

If I can further assist here, please feel free to reply back.


Sincerely,

Michael Beare
Comcast Support Services

[Pitt]

Below is the actual Comcast chat conversation between Glenn and I, which I saved for good reason. I sent you this in another email a couple minutes ago as well. He clearly says the equipment charges will be removed, that I'll get a confirmation call within 72 hours, and he promises this will be fixed from his end.

I'm sure the conversation is saved on Glenn's end. Maybe you should read it instead of just looking at the notes.

- XXXXXXX




Glenn: Hello XXXX, Thank you for contacting Comcast Live Chat Support. My name is Glenn. Please give me one moment to review your information.

analyst Glenn has entered room

XXXX: My Issue: Incorrect charges on my account need to be removed.

Glenn: I am glad to have you on the chat today, I can certainly help you with your billing concern. Let me provide you the information you need on this chat.

Glenn: Can I ask what charges are they, XXXX?

XXXX: I'm not even sure. They are coming from a company called Southwest Credit. That is the collection agency Comcast has hired. I haven't had Comcast or years, I took my cable box and modem back, and when I closed my account everything was paid up.

Glenn: Oh that is not good, let me check on your account and see what is going on with your bill.

Glenn: To ensure protection to your account, can I verify the last 4 digits of the SSN of the account holder please?

XXXX: ****

Glenn: Thank you for this information,one moment please let me pull up your account.

Glenn: Do you mean you do not have a Comcast account right now, XXXX?

XXXX: I do not have a Comcast account right now. I haven't for years.

XXXX: About 3 years.

Glenn: Alright, I checked your account, I see here that you have no balance anymore.

Glenn: However, you have unreturned equipments.

Glenn: Do you still have the equipments from Comcast? the HDDVR and modem ?

XXXX: No I returned that stuff a long time ago.

Glenn: Can I ask where did you return the equipments, XXXX?

XXXX: First off, concerning the address I lived back then -- the man who lived there before me cut and ran and creditors were after him for a while. He left 3 (THREE!) Comcast boxes and at least 1 modem there and they were still there when I moved in. I wonder if that is the problem b/c I called Comcast about them asking if they wanted to come by and pick up the equipment he left but they said they don't pick up equipment. They asked me to lug his stuff in. I found that ridiculous, so I only brought mine. His Comcast equipment was still there in the basement when I moved out.

XXXX: I took mine to South Philly on Columbus Blvd.

Glenn: alright, so the equipment you used, is still there in your old address?

Glenn: Correct?

XXXX: No no no. The equipment I used was taken down to South Philadelphia on Columbus Blvd. That was where you took the equipment back then.

Glenn: Alright, so to verify, the equipments you used was return to the Comcast local office?

XXXX: Yes. It was a small brown building along the highway.

Glenn: Alright, do you have the receipt of the returned boxes?

XXXX: No that was about 3 years ago. I've also since moved. BTW you guys did this same thing to my girlfriend a few months ago until you were able to track down her returned equipment a couple months later.

Glenn: Alright, XXXX.

XXXX: A cable box would be kinda useless to me if I don't have Comcast. No sense in keeping it.

Glenn: here is what I will do, I will create a ticket for this, we will remove the equipment charge from your account,

Glenn: We will contact you in 72 hours to confirm to you that the equipment fees are removed.

Glenn: I assure you, we will fix this issue from our end .

XXXX: Wow that was easier than I thought. Thanks. I wish they would've contacted me sooner b/c this collections agency has called my parents and old co-workers many miles away regarding this bull**** debt. But thank you again.

Glenn: You are welcome, XXXX

Glenn: We will correct the account from our end , you can have my employee number for resolution ticket reference Comcast#33016

XXXX: I assume Comcast will contact the collections agency and tell them there was a mistake? They're calling random people about me for crying out loud.

Glenn: Can I ask which number do you prefer us to contact you?

Glenn: Yes, that is right.

XXXX: OK thanks.

Glenn: But we will also contact you to confirm that we have fixed your account.

XXXX: Contacting me via email is better. XXXXXXXXXXX@gmail.com.

Glenn: alright, we will reach you through your email, XXXX.

XXXX: Thank you.

Glenn: You are most welcome, XXXX. We value you as a customer, and I assure you, we will fix this issue for you as soon as possible.

Glenn: There are no more additional steps needed , the issue is fixed from our end .

XXXX: Thank you Glenn.

Glenn: Oh, not a problem, XXXX.

Glenn: other than this, is there anything else I can help you with ?

XXXX: I look forward to the confirmation email. There is nothing else you can help me with.

Glenn: Thank you for choosing Comcast for your entertainment needs! Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at The Comcast Customer Guarantee

[Pitt]

Mr. XXXXXXXXX,

Comcast.com online conversations are not available to most employees since the content can sometimes contain personal information. With that being said, I am glad you copied this conversation and that you have shared this with us.

I alerted my supervisor to this conversation you had with Glenn. She has advised that both devices be removed from your account based on what Glenn had told you. These 2 devices do not show as returned in our system, but since Glenn promised the equipment and the equipment charges would be removed, we have removed the DVR and the modem from this account, and we have issued a credit of $430 to zero out the balance.

Thank you for your patience in resolving this matter, Sir. Please be sure to let us know if we can further assist.

Michael Beare

Comcast Support Services

[Pitt]

Michael Beare,

Right. Comcast.com online conversations are not available to most employees. Well maybe they should be available to you and the people in your department who crawl up people's asses regarding these bull**** debts considering the chats can actually be about the overcharges?

And no **** the devices do not show as returned in your system. This happens a lot. My situation is not unique. That trash you hire down on South Columbus obviously takes the returned equipment, moves it right out the back door into their own personal vehicles, and sells it at a discount. That's obviously want's going on. Either that or updating the databases is too hard for your employees.

My credit score better be back in the 700s where it was before or I'm retaining that attorney.

-XXXXXX

[ArcticSplash]

Michael Beare,

Right. Comcast.com online conversations are not available to most employees. Well maybe they should be available to you and the people in your department who craw up people's asses regarding these bull**** debts considering the chats can actually be about the overcharges?

And no **** the devices do not show as returned in your system. This happens a lot. My situation is not unique. That trash you hire down on South Columbus obviously takes the returned equipment, moves it right out the back door into their own personal vehicles, and sells it at a discount. That's obviously want's going on. Either that or updating the databases is too hard for your employees.

My credit score better be back in the 700s where it was before or I'm retaining that attorney.

-XXXXXX

Horrible, ambulance-chasing shameless plug...
My lawyer wouldn't mind going after Comcast and he does FDCPA cases. PM'ing you.