Resolving issues the Comcast way

user AMEYA has entered room

analyst Sean has entered room

Sean: Hello AMEYA_, Thank you for contacting Comcast Live Chat Support. My name is Sean. Please give me one moment to review your information.

Sean: I hope you are having a great day!

AMEYA_: My Issue: Incorrectly billed for internet service

AMEYA_: Hi Sean. Let me know when you're ready

Sean: Hi ameya.

AMEYA_: Hi

AMEYA_: There?

Sean: I understand that you have issue with your bill on your internet service. Don't worry I'll be more than happy to assist you.

AMEYA_: My question is about my current bill. I was told I will be billed the promotional amount $34.99 for one entire year but I see I'm already being charged $49.99

Sean: I understand let me check the information that you need.

Sean: May I clarify what is the billing cycle in question?

AMEYA_: Whatever is showing up currently as the one I'm to pay for

AMEYA_: Probably Oct 15 - Nov 15

Sean: I understand. Let me check that for you.

AMEYA_: Sure

Sean: Just to clarify. october 15 or september 9?

AMEYA_: im not sure, I've not looked at the cycle dates

AMEYA_: whichever one is pending currently

Sean: I understand., Please stay connected while I'm checking this one.

Sean: I'd like to take this oppurtunity to share you one of the best feature that you may check.

AMEYA_: Let me give you the right dates

Sean: If you have your Comcast email username, you may check out this link for any account related concerns, packages and online services: www.comcast.com check our My Account.

AMEYA_: This is for service from Sept 29 - Oct 28

Sean: While we’re waiting for the Information that you need.I would like to inform you that once we were able to resolve the issue, I will be giving you a great news about your account, so please make sure to stay online.

AMEYA_: Sure

AMEYA_: I have My Account open, not sure what I should be looking at?

Sean: To make sure we are on the same page, may I please know if you have a copy of your bill at hand? If not, you may access your bills online via your online account.

AMEYA_: Yes I do

Sean: I'm currently reviewing your account ameya.

AMEYA_: sure

AMEYA_: Hi again

Sean: Yes I'm currently reviewing it.

Sean: Did you upgrade your service?

AMEYA_: No

Sean: I understand/

Sean: Thank you for patiently waiting. Upon checking on the account. I see here that your performance internet has already expired from the promotion roll off.

AMEYA_: That was my question to start off with, right?

AMEYA_: I am extremely confident that I was told it's going to be $34.99 for one year

AMEYA_: and on top of that, I was to receive a $25 gift card, which I never received, but I didn't care much about that..

Sean: Yes. The performance internet, from the service discount of $36.96 up to $21.96

AMEYA_: Not sure I understand what you mean..

Sean: I understand. The promotion for 1 year is for the blast internet service. IF you want I can check for the promotion for you.

AMEYA_: So you're saying I was getting Performance internet service for first 6 months and was auto upgraded to Blast! ?

AMEYA_: Can we speed up a bit here?

Sean: The blast internet package is for the speed of the internet.

AMEYA_: I know

AMEYA_: I only wanted Performance tier

AMEYA_: as I don't even need the 25Mbps I get via that

Sean: The promotion for one year is for the blast internet, The promotion of the performance is only for 6months. the blast internet that you have is to speed your internet up to 50mbps.

AMEYA_: So when I got a deal from the agent, it was to be 1 year Performance tier at $34.99

AMEYA_: I didn't want cable, I didn't need the 50Mbps speed

Waiting for response from Sean

Sean: So you want to remove the blast internet? that you have a promotion of 1 year?

AMEYA_: Yes and I want to go back to Performance tier at $34.99

Sean: I understand.

Sean: I can transfer you to our sales specialist department so they can check and modify your package.

AMEYA_: To be honest, this is an unwanted pain I am getting

Sean: I do apologize for the inconvenience.

AMEYA_: You should be able to internally take care of this instead of transferring me across departments where I have to explain myself for the next half an hour

Sean: No worries about this one ameya. I transfer your details to the sales department and they are be the one that will modify and give you the promotion for the package.

AMEYA_: Let's give it a try, but I'm in no mood to spend another half an hour over this

Sean: Yes Ameya. Rest assured this issue will be solved. I will transfer you to the sales department ameya. I do apologize for the inconvenience.

AMEYA_: No offence meant, but i wanted to put across what I honestly felt

Sean: Yes Ameya. I understand that.

Sean: To set expectation, your chat has been routed to Video Technical Department. I want to make sure that you get the best support, . I'd be glad to connect you now to our Sales specialist chat Department who can definitely take care of your concern.

AMEYA_: Shre

AMEYA_: Sure

Sean: I would be happy to get you in touch with the right department that can further help you with your issue. But before I transfer you over to the next department, will there be anything else I can help you with as your Cable-Technical Representative? I would be glad to assist you further, .

AMEYA_: No that was all

Sean: "Just a recap we will be connecting you to the right department for your issue to be resolved. I apologize for the incovenience and having your chat misrouted to our department. This is a good opportunity to tell you that I enjoyed assisting you and is looking forward for your continued patronage. Please stay connected to the chat for the next available representative. Thank you for choosing Comcast for your lifestyle needs. We appreciate your business and value you as a customer! Have a great day! "

AMEYA_: Thanks

Sean: Please wait, while the problem is escalated to another analyst

user AMEYA has entered room

analyst Kumud has entered room

Kumud: You have reached Sales Department and I will be assisting you with your concern for today. Please give me 2-3 minutes to review your conversation with the previous representative. This will give me a better understanding of the issue at hand so that we can resolve it in the most efficient way possible. Will that be okay?

Waiting for response from Sean

analyst Sean has left room

AMEYA_: Sure

Kumud: Thank you.

AMEYA_: Np

Kumud: y

Kumud: Thank you.

Kumud: As I checked you are using internet servic with blast speed and according to the plan your monthly bill should be $49.99+taxes.

Kumud: Please confirm you are getting the same bill?

AMEYA_: Yes I see that

AMEYA_: But did you understand my concern from the transcript?

Kumud: Sure.

Kumud: Yes, but if you will change your package in Performance tier at $34.99

AMEYA_: Thats what I want

Kumud: You speed will be decreased into 25mbps

AMEYA_: Yes I know that

Kumud: This time you are getting 50mbps.

Kumud: Is thi fine with you?

AMEYA_: But I need no more than 15\

Kumud: Okay.

AMEYA_: So 25Mbps is much more than my needs

Kumud: Okay.

Kumud: Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?

AMEYA_: Sure

Kumud: Thank you.

Kumud: Unfortunately , we don’t have an option available to downgrade your services or to reduce the bill for your package. However, I am sure in the near future we will have that. So for that I will leave a note on your account so that we can contact you if there is as an option available. Or you might want to contact the customer relations team, they might be able to give you an option.

AMEYA_: No I don't want to contact anyone

AMEYA_: I shoudn't need to contact anyone

AMEYA_: I'm not asking for an exception

AMEYA_: I signed up for Comcast Xfinity explicitly being told that I will have Performance internet for $34.99 for the entire year

Kumud: Yes, there isnot any contract with this package which you are using.

AMEYA_: In addition to that, I was also told I'd be mailed a $25 gift card which I never received

AMEYA_: There is no question of contract

AMEYA_: I was told I would get this speed for 1 year

Kumud: Ameya, downgrade of the account is something that we don’t really handle. You may call our toll free help line which is 1-800-9346489.

AMEYA_: Can you cancel my internet service?

AMEYA_: I want my internet service cancelled, it's faster to get a new internet service than have to talk to multiple agents

Kumud: I really apologize but we cannot cancel any service through chat.

AMEYA_: o.m.g.

Kumud: For this you have to call on 1-800-9346489.

AMEYA_: what can you do? :-/

Kumud: I really apologize for any inconvience.

AMEYA_: you cant help me at anything!

AMEYA_: at least be up front about it and stop wasting my time right

Kumud: Ameya, I would like to suggest you to call on 1-800-9346489. There you will get the package which you want

AMEYA_: I don't want to call them any more! I've spent about 45 minutes already

AMEYA_: why can't you tell this within the first few mintues if my question was upfront and straightforward?

AMEYA_: Why do you ask so many questions to realize there isn't anything you can do anyway?

AMEYA_: Can you get a manager in here who can do something more?