A year now, and still cannot get overbilling charges credited

I work for a company that has setup a discount for Comcast service, approx $80/mo for cable and internet. A year ago they overcharged everyone at the company and said they would credit back the mistake, but my credit didn't match the amount overcharged.

Attempts to call or contact the billing department were met with hold times of an hour plus, or a rep would tell me my discount wasn't valid and they would have to remove it form the account. I took to sending in letters to comcast, but never got a reply that way at all. Finally, I started asking around and got some names and direct contacts at comcast who are supposed to help with my company and it's discount.

The rep told me I added a DVR/HD box last year - last year during the screw up for the whole company I did have my box replaced (by driving to the comcast center 30 minutes outside of town). Why a billing agent couldn't tell me this I have no idea. I didn't ask for a DVR (have a TiVo already), nor was I told I was given one as a replacement.

I kept paying the $88/mo (the package w/fees and tax), and disputed the extra billing. I was told someone would be calling me, though no one ever has but the one company rep "in marketing who can't do anything" - I've asked him to get a billing agent on the phone with us so he can explain the discount is valid and we can take care of the unwanted services.

Since I'm not paying the over billed amount until it's resolved (otherwise I know I'd never get my money back), comcast started billing late fees, and then cut of service - this while I'm supposed to be waiting for someone to call me.

I don't know if it's all of comcast, or just local, but everyone I talk to here has similar issues. One lady was charged for a year HD service and didn't even have an HD box. My parents have the same issue - unwanted DVR box, but the office claims they are out of the normal boxes - but comcast put a 6 month free credit on the box to cover it. And I still remember comcast "downgrading" my neighborhood and claiming they could no longer support internet, forcing us to turn in our cable modems but then billed me for 6 months for a service I not only didn't have, but couldn't get. Took a year to get that cleared up too.