Comcast loses a DVR box and then sends their collections agency after us!

I have still not heard any response from comcast after the first reply 2 weeks ago. I have made multiple attempts to email the employee at National Customer Operations without resolution. Anybody else with this problem??

Background Information:
I moved to my condo in May 2008, and had my pre-existing Comcast account transferred to my new address. The sub-contractor sent to install the new wiring made major mistakes which required 4 visits to repair. Of course, I had to take off work for each visit, and Comcast agreed to upgrade my account to include a DVR as an apology for the inconvenience. I drove down to the Comcast office to exchange my basic cable box and receive the DVR. Unfortunately, your clerk apparently failed to record that I returned the old cable box. I have now been referred to the credit collection company for a charge for un-returned equipment.

Actions Taken:
I have been calling the Comcast Customer Service number (1-800-COMCAST) to try to have the charges updated. I have three ticket numbers, and when I last spoke to your customer service representative, I was assured that the credit referral was updated and no more action would be needed. The service rep was polite and professional, and seemed to be concerned about my situation. Unfortunately, she was incorrect, and I have received yet another letter from the collection agency. The latest letter stated that the company will be reporting my situation to major credit bureaus, which will negatively impact my credit score and could prevent me from obtaining any type of loan, including home mortgages.

I called the collection agency number and sorted through their irritating phone tree to find out that their records show that the problems has not been solved, and that there is still an outstanding debt.

I asked the service rep for confirmation in writing to show that I did, in fact, return the old basic cable box and that Comcast erroneously reported my account to your credit protection company. She stated that this was not possible, as Comcast email systems do not allow outbound email. I then asked for her to transfer me to her supervisor, but this was not possible either. Apparently, Comcast phone systems reverted back to 1970 and do not provide a "transfer" feature. The service rep stated that she would have her supervisor call me back. After two days without a call, I called the Comcast customer service line, and the representative who answered stated that he would email my original service rep and have her return my call. This representative was polite and professional as well. When the original service rep returned my call, she stated again that she would have her supervisor return my call. That was 4 days ago.

Possible Effects:
If your collection agency reports my account to major credit bureaus, the negative effects could be great. I could be prevented from obtaining a home loan, or I could be forced to pay thousands of dollars in higher interest because of a lower credit score that I did not deserve. No home loan this year could mean that I would miss out on the $8,000 new home owner tax incentive as well.

What I need:
I need Comcast to contact the collection agency, Credit Protection Association L.P. and inform them that there is no outstanding debt against my account for unreturned equipment. I need a Comcast supervisor or manager to review my account and provide me written documentation stating that Comcast erroneously reported my account to Credit Protection Association L.P. I need the documentation to state that there is no outstanding debt against my account. I need to documentation to apologize for the inconvenience and insult caused by Comcast actions. I also need the documentation to include the Comcast logo (Comcast Letterhead would be preferable) and a signature of a Comcast Supervisor/Manager/Executive.

Bryan-
Have you had an resolution to your problem? I see that there is team of people that respond to the problems posted on this site, but I am not having success solving my problem and really don't know what actions to take next.

Hey Kristin,
Mark called me the day after I posted on here and transferred me to a local Comcast representative. She called me the same day just to let me know that she was working on the problem and that she would have an update for me in 4 days. Six days later, she called to tell me that the problem had been resolved with the Collection Agency. I asked for some sort of documentation to show that fact, and she told me that the Collection Agency would send me a letter, and she would notify Comcast Financial to send a letter also. I haven't seen either of those letters yet though. I have been told that the problem was solved before, only to receive another threat from the collection agency, so I'm not convinced that the problem is over until I get those letters.

I have had to call multiple people to get help, so don't give up!

I'm having a similar issue. While trying to figure out why my bills are exploding I discovered (via comcast customer rep) that when I swapped out my broken DVR for another one they gave me an HD DVR. So my bill went up. When this was discovered (a year later) I had them come and downgrade to what I was supposed to be paying for in the first place. (FYI the DVRs look identical except for hookups in the back, which you don't see if they're hooking it up). A supervisor promised me a credit for overcharge. When I later asked where the credit was, I was told by someone else it was denied because I wasn't paying for the HD in the first place (which I was!) So now I'm getting bills for not one non-HD DVR, which is what I have, but TWO HD DVRs, which I don't have.

Really, when I listen to these people I can feel my brain cells popping like Rice Krispies. You can buy a house or a car or get into college with less torture than I go through with Comcast over my bill. Every month I have to relate the whole raga over again with someone new, who then credits my account for that month but never, and I mean NEVER, actually solves the problems once and for all. They know that if other options were available to me I would opt out in a nanosecond. It's a war of attrition. They hope to wear us out so we'll just pay. They have the time and the manpower to exhaust us and they are not emotionally invested. They know they'll win in the end if we have to use their company.

I'm happy to report that Comcast has finally fixed my problem. Thanks to Mark and Linda for their help!

Good luck to the rest of ya'll

I have the same issue. I just sent an email to Mark Casem

I had this same issue TWICE. First time they reported to credit agency, second time (8 years later) they threatened to send me to collections (even though I had a receipt for the return) so after I called the lady in the office about 20 times with no retrun call I sent letters to the local regulatory agency, BBB, states attorney, Comcast etc. They called me about a week after this to tell me they found the box, it was misplaced in the back of the local office.

I'm in shock. I just got my second Comcast bill in a row where I didn't have to call up and scream for an hour to supervisors - it is actually what they said it would be (the price is still a joke, but they at least did what they said they would)! It actually is what they said it would be. I was afraid to open the bill, but someone over there (or on here) managed to straighten out the mess, at least for now. Yesssssssssssssss!

Matt,

I would like to extend my sincere condolences to your matter. I too have run into the same issue, but mine is a bit more misguided than yours.

http://getsatisfaction.com/comcast/to...

Take Care.

Ted Account Number: 09529389189-07-1
Wow this site is great! This will be one of numerous complaints I file against Comcast. I am a really nice person and I could not be any more angry than I am currently. I moved on June 11th down the street and simply wanted to transfer my service over. On the first appointment the technician said he did not have a long-enough cable to complete the installation. I said I have one at the old house and will be back in 5 minutes. He said ok. When I came back, he was gone! I called support, they said the techs have to stay on a schedule but they can reschedule the appointment. The next appointment I was ready for them, they didn't show up. I called and they said the tech called to say he was on his way and no one responded. I was in a place where I don't have signal but I would have been home at the appointment time for the entire window. The 3rd time, the guy simply didn't show. No call, no nothing. I called support and without apology they said they don't know why nobody came but all they can do is reschedule me. I asked for a supervisor and they hung up on me. I immediately ordered DirecTV and that has been installed successfully, the first time! But still no internet. I made another appointment since Comcast has a monopoly on internet here, and they finally came about 2 weeks later. 3 weeks for the first appointment date I got internet. Then I got my bill and it showed that my request for cable cancellation had not been received, AND they decided to start charging me for renting their modem, which I never did. I called 1800Comcast, and they said it was the wrong department and transferred me to Maryland, Maryland said since I lived in DC I would need a different number, and for some reason I got transferred to NY! They said sorry and transferred me back to 1800Comcast, who finally got me to the cancellations department...after 4 hours of holding and transferring!!! The cancellations department said everything was fixed. Then I got another bill-no changes. I went for the Live Chat and after doing that for an hour she said it's all fixed hahaha. I just got my bill: $236.10 Nothing has been fixed, modem still on their, no payment credits, no missed service credit, cable still being charged, internet not prorated for June. And some late fees! I just contacted Live Support again. They said there is nothing they can do but a supervisor will be contacting me soon. Yeah right, I'm not holding my breath.

I am being charged for a cable box that was taken out of my house 3 to 4 years ago. I was never given a receipt for box. I did not even know that it should have been done by your employee (until after many unhelpful calls to comcast.) After that point I have been charged for the box every month, on top of the boxes I already have. Who ever has the box now at one time order lot of kids movies and porn. Which ever month was taken off my bill because I did not order them.
When I moved to my new house two years ago, the service man was great and called and got the old box turned off and I was told I would not be charged anymore. Which never happened but at least no more movies have been order. He told me the person who took away the old box, probable gave it to a friend. He told me that it happened all the time. I call Comcast every month or so on the issue and have always been told that someone will call and it will be taken care of. This has never happened.
I have gotten to the point where I do not want Comcast because of this issue but have been told that if I cancel then my credit will be ruined because I can not turn in the box.
I would even be happy to let Comcast search my whole house to get this to end.
PLEASE HELP ME!! COMCAST IS BLEEDING ME DRY!!!!!!!!!!!!!!!!!!!!!

Ted and Elizabeth: I think we all need to write down the date of each incident, every call, the (no doubt phony) names of the people we speak with, and the result. Then we need to take all this info and the bills to small claims court and demand our money back. And report them to the BBB and the state utilities commissions and the FCC, since we have the free time to do this that we spend waiting for them! Comcast is laughing at us all. Despite all their crap about customer care (ROTFL) it really is the very last thing on their mind. If enough people are tying up their lawyers and the courts' time all over the country I think they might actually have to start listening. And especially since it will actually start costing them real money if enough people do it. Why do we just sit here and let them steal our money and ruin our credit? That's just crazy.

Same Issue here.

I canceled my service at my house spring of 2008 and moved across town to an apartment for a year while my new house was being built. Started new service for a year which I just canceled as my new area does not have Comcast service. TODAY I get a notice on my credit report that I am in collections from my March of 2008 account that was closed. How is it that they let me set up a new account with new boxes but never tell me I owe them ( when I actually don't) for the old boxes? This lowered my credit score by 105 points! Do you know how much that will cost me over the years with the increases in interest rates?

Never the less. I will be filing a petition in general district court of Chesterfield county THIS WEEK seeking judgment against them for inappropriately filing a collection on my credit report, loss of wages for having to research the problem and the cost to me for lowering my score.

Good for you. Fight Comcast. I hope you get everything you can from them. I was on the phone with them for over an hour (not counting the 3 calls where they just hung up on me) because they decided with out telling me that my user name and password was changed. Then due to not being able to log in my bill is now passed due. I called repeatedly about why I could not long on and was told everything was fine and I was not over due. Thanks for the credit drop I am in the middle of buy a home. I just signed up with Clear. I am about to cancel all my service since after four years everything was resolved about the cable box. But from to day I know comcast will never improve. I only hope one day their pratices run them out of busness.

Just left Comcast and I am glad no more $200 a month from me. But they still screwed me in the end some how I had to pay an extra $60. I was on no contract and I was told if I did not pay then I could not leave. Thanks Comcast for making my life hell when having to deal with you. COMCAST SUCKS!!!

I just mailed out my dispute letter for the same issue. In the 2 years that I was a customer, I NEVER had a month without some kind of bogus charge on my bill.

You don't have to read this but at least go to the link below, maybe it will help. God, I hate Comcast. I grit my teeth every time I talk to them. Their techs are morons, each one tells you a different story. Like don't worry, when they replace your DVR the tech will come out with a cable to move your stored content over. Boy, did he give me a funny look. Plus they wiped out my phone and internet for hours, running a business out of the house it was not good for me. Oh, and they never told me my cable modem for VOIP had a battery and you couldn't reset it by unplugging it. Remove the battery, and voila, the phone works again, 11 hours later. I was ripped.

Anyway I went to this link:

http://www.comcast.com/Corporate/Cust...

I did an "Email Rick." I got an apologetic call from a rep the next day, and was credited $20/month for 6 months. Small help, but better than nothing. At least you get a response from them, and this was the second time I emailed Rick and heard from a rep.

A very sad story, on what was supposed to be one of the happiest days of my life (the day I got rid of Comcast), the day my DirecTV dish was to be installed for my home theater with the NFL package--I found out I had too many trees around my house and I couldn't get a signal. Arrggghhhhh!

I hate Comcast!