Melanie's dashboard

Here's an update on how things worked out. I finally got so fed up that I reported them to the BBB. When you file a complaint, it's impossible for comcast to ignore you. I got a phone call within a day or two from some woman in a special department of comcast that deals with BBB complaints. She still tried to argue with me that the company would never offer me that deal, so I faxed her all the documentation I had from comcast telling me I definitely qualified for the deal. The proof is on paper, there was no getting around it, and they had to credit me with the promotion. When my 6 months is up, I'll be back at it again trying to get a decent price. Hopefully I will move soon and have more options so I don't have to deal with the hassle every 6 months.
If anyone else is having the problem where the online echat tells you that you're eligible, print it out and keep that ammo for when the phone idiots tell you no. I highly recommend the BBB if you don't make progress, it worked like a charm for me.

Here is an update to my story Mark (and anyone else who is following). A regional office did contact me, only to tell me there are (yet again) no offers for me and to try back daily. Daily, are you serious? Who has time for that. But nonetheless, the following Monday I see a commercial on my COMCAST!! cable advertising high-speed internet for $19.99 per month for 6 months. There is no mention of a new customer only promotion on the commercial, so by default it should apply to any customer. My irritation level rises, and the next day I give the eChat another go. The rep Oscar gladly adjusts my account to the new rate, but tells me I must call 1-866-565-4863 in 24 hours to verify the changes, security feature. Ok fine, I can do that. Well the plot thickens...

I call the number the following morning, and guess what, they tell me I can't have the offer and sound incredibly confused as to why I am calling them in the first place. I have written documentation from Comcast stating they have already applied the rate to my account! He transfers me to a second rep, who was the most professional woman I've ever encountered on the phone (miracle occurs). She tells me she sees the notation that I was given the rate the previous day and contacts her supervisor to see what the problem is.

The supervisor gets on the phone, tells me no and that they never offer promotions to anyone but new customers (which I know is not true). I explain to her that I have written proof of the eChat and invite her to look at the transcript for herself. Of course, she doesn't want to hear anything of it and tells me she will forward it on to the online eChat supervisor to contact me, yet she can't tell me the person's name or a direct line to the department. Why not just transfer me to the person?? So now I am left waiting for some imaginary person to call me and attempt to explain away my offer which I have confirmed in writing.

This situation is beyond ridiculous. If comcast really does care, they will stop jerking me around and let me speak to someone that actually wants to resolve my problem! Perhaps a complaint to the BBB is in order if nobody wants to fix the problem amicably.

And before you reply asking me to send my information somewhere that won't help me again, here is the chat ID of my conversation with eChat: c37c4cb5-38f2-4720-894e-27cf6e34875b. You can look it up yourself and give me the correct person to talk with. Better yet, stand behind your word, fix my rates on my account, and let everyone get on with their lives!

Well it has been a few days since I passed along my phone number to my account, and nothing! Surprise surprise. I should't have expected any resolution to my problems, as there never is. I keep paying super high bills while others get their promotions extended or new ones that are even better applied to their accounts. If I had more options in the area I live, I would highly consider cancelling my service. Perhaps I will start investigating my options with Satellite providers to get out of the escalating bill trap I am currently in.

Thanks for not helping me, comcast!

I have emailed you my phone number and my account number. Hopefully someone reasonable will be able to help me out. – Melanie, on February 18, 2009 13:14