January 29, 2015

It's always good to know what that corporate monolith really thinks of their customers, isn't it?

Lisa Brown called Comcast to cancel their cable service because of cashflow problems. From there, it just got weird.

Lisa Brown, a volunteer for a missions organization in Spokane, Wash., contacted me yesterday because of a billing problem with Comcast, her local cable provider. The issue? The name on their bill had been changed from her husband’s name, Ricardo, to “Asshole” Brown.

Seriously.

Brown has tried to fix the name herself. She’s visited her local Comcast office and phoned higher-ups in the Washington region. But she wasn’t getting anywhere and needed help.

So first someone changes the name and then they refuse to change it on the first round of telephone calls. Really?

I asked Brown why a Comcast employee might want to change Ricardo’s name to Asshole.

“I am shocked,” she told me. She explained that her family was having financial difficulties and needed to reduce their cable bill. She’d called Comcast to cancel the cable portion of her account, for which she had to pay a $60 fee. Instead of complying immediately, a representative escalated her call to a retention specialist, who tried to persuade her to keep the cable service and sign a new two-year contract.

“I was never rude,” she says. “It could have been that person was upset because I didn’t take the offer.”

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Well, maybe. But that still doesn't explain why they didn't change it back to his true name when she complained the first time.

After contact was made with the higher-ups at Comcast, they offered to refund the termination fee of $60, and ultimately offered to refund the entire two-year contract and offer her two years free. That's smart on their part, but they'd better find out who changed that name and deal with it, or they're going to have more like this.

Edit (Scarce): Remember, as Funny or Die say, Comcast just doesn't give a f*ck.

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