Billing Issue - Promotion expired 10 months early
Year long promotion "expired" after only 2 months. Was set to expire in July 2018 but expired in August 2017.
Spoke to multiple Comcast agents over the phone and they confirmed that it was an error on their end. They spoke to the floor service team, I was refunded the difference, and they promised that I would be refunded the difference every single month.
This month rolled around and I was NOT refunded the difference. Spoke to another agent who said it was impossible to credit an account more than once but I don't believe that at all since I have been refunded multiple times due to faulty charges.
I was also charged a random $3.71 that the 1st agent promised I would be refunded for. That never happened either.
Normal Bill: https://i.imgur.com/BArgFSR.png
Random $3.71 added (notice that the last "Service Discount" is -$1.29, not -$5.00): https://i.imgur.com/iKonn7F.png
Proof that they refunded the first time: https://i.imgur.com/0uHtwX2.png
Posted Oct 12, 2017, 10:50 PM UTC · edited
If a discount or promo expires or is removed mid billing cycle, it gets prorated, just like anything else.
I think you misunderstood the "credits are one time things" part. The rep meant that they cannot schedule a credit to be applied at a future date, repeatedly, for a certain length of time. Credits are either applied manually (so if the rep promised the credit would appear every month the rep would have to manually access the account every month to issue the credit every month), or they would need to put you back in the package/renew the discount. Sounds (and looks) like they just gave a credit, but did nothing for upcoming months. Either that or just did the usual "I'll notate the account so you can keep calling" thing.
It wasn't prorated. My bill just went up and now they have no record of me being on a promotion til July 2018. That's super strange because I've spoken to at least 3 agents that confirmed that it was supposed to expire in July 2018. I actually didn't even know the end date for sure, that was what they told me they saw. If I wasn't on a promotion, why did I have a lower bill for two months and then get a credit the third month?
The 2nd agent literally told me it was impossible to apply a credit for this month since I got one last month.
The first agent said it would be automatic and I confirmed that I wouldn't need to call for it to happen. I believe that this was a lie. I appreciate the 2nd agent letting me know that I was told incorrect information but I don't believe the other bit she said about not being able to apply another credit. She was also very apathetic when I said that I'll likely end up cancelling my service. Basically said "your only option is to switch to this other package for more money"
What's even stranger is that for my current address, there is a promotion for new customers that is HALF of what they are trying to charge me. It's like they don't want to retain customers at all.
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Thanks for viewing the post but just completely ignoring it. You'd be the 4th bad employee involved in this issue. Luckily I got to somebody good at their job who didn't blatantly lie about stuff
Btw I ended up getting this fixed after talking to someone for an hour and a half
They can absolutely do reoccurring credits and I've had the credit auto applied for two months now. I just had to talk to a customer retention person
Just in case anyone else searches and finds this
EDIT: Shitty mods locked comments when I called them out on purposefully ignoring threads.
It wasn't a service discount, it's literally labeled as a credit on my billing statement and that was what the person called it
That's not a credit, that's a service discount.