comcast - customer service inefficiency - trouble with self-installation broadband kit from Best Buy

# 45 for May 22, 2002

Complaints.com received the following consumer message on May 21, 2002:

From: Email User

RE: comcast - customer service inefficiency - trouble with self-installation broadband kit from Best Buy

I presently have service with Comcast and I have been getting nothing but dissatisfaction, and total disregard to a problem that has persisted for the past two months. The problem started with attempting to install a self installation kit I purchased from Best Buy.

Through my attempts I have to notify Comcast of my intentions so that the Broadband could get up and running. The connection was unsuccessful (due in part to my inability to attach the self-starter kit) so I aborted the mission.

However, I incurred charges for a service I did not receive. I have called repeatedly to have the adjustment removed. I have been told that the charges has been credited. Nevertheless, the charges still appeared. I made another call to your customer service center again, and the charges were once again to be removed. I spoke with a supervisor to ensure it had been.

I was assured it had. I wanted to pay my remaining charges for the month, the supervisor informed that I had a deposit of $50.00 in my account stemming from the activation of cable service, and the she would apply monies to pay for that months service. I presently have a $82.07 bill because this was neglected to be done. Please assign someone to review my account and bring this fiasco to a close.

I am simply in disbelief to the problems I am having. I strongly feel once this situation has been remedied, I should not have to pay a late fee nor for the month in question for something that should have been resolved long ago.

Thank-you