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You called me WHAT? Comcast admonished after changing customer’s name on bill

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Cable Giant Comcast To Acquire Time Warner Cable

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NEW YORK — Comcast is notorious for poor customer service, but this latest blunder might be a new low.

The company actually changed a customer’s name to A-hole Brown, from Ricardo Brown, on a bill after he canceled the cable service.

The story was first reported on a consumer advocate blog by Christopher Elliott.

The customer’s wife, Lisa Brown, told Elliott that she was “never rude” to the Comcast reps she spoke to over the phone. She wanted to cancel the cable portion of her account because the family was having financial difficulties.

“We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change,” a Comcast spokeswoman told CNNMoney Thursday.

The company said it fired the employee responsible, and is looking at some technical fixes that would prevent this kind of thing from happening again.

Comcast is fully aware of its reputation for bad customer service, and has apologized for it before.

In one of the more public incidents, Comcast customer Ryan Block posted a recording of an eight-minute phone call in which a rep refused to cancel his service.

The company has vowed to fix its service problem, but admits that it won’t happen overnight.

“It may take a few years before we can honestly say that a great customer experience is something we’re known for,” a Comcast exec wrote in a company blog post in September.

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13 comments

  • Jana Wheeler

    I could no longer afford cable, called ComCast, and was also not treated well. The rep tried to talk me out of it. Well, you want to see the news as you’re getting ready for work don’t you? No, it’s in another room. Can’t you cut back somewhere else? Well, no, not unless I don’t eat, drive 15 miles to work, or not have electricity. I want to discontinue my cable. That’s it. I took the box off my tv and took it to the provider and never missed it.

  • Ron

    Ever notice the comcast ” Xfinity ” commercials are annoyingly loud ? Did’nt they pass an FCC rule that said the audio levels are to remain constant ? How do they get away with this crap !

    • BD4

      it’s not just Xfinity. We have digital Comcast and all channels have louder commercials than the shows. I have to mute them most of the time or change the channel (which annoys the heck out of my wife!).

    • megan

      You are supposed to report it to the FCC.
      What to include in your complaint

      *If you watched the commercial on pay TV (cable or satellite) or if you watched it on a broadcast station
      *The name of the advertiser or product promoted in the commercial
      *The date and time you saw the commercial
      *The name of the TV program during which it aired
      *Which TV station (by call sign and/or channel number and the station’s community) or pay TV provider transmitted the commercial
      *If you watched the commercial on pay TV, the channel number on which you saw it and the cable programmer or network
      https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=33794

  • Nancy Tone

    My husband worked for Comcast for ten years. Stated out great. However the more services they added, the worse it got, INSIDE the company! Employees are trained to try and stop you from canceling services, and the execs, all they care about: revenue! Comcast first, customer: LAST!

  • Bob

    Q13 failed to mention that Comcast also gave the costumer total refund of 2yrs cable service because of this mess, so give Comcast some credit.

  • Shannon Henry

    Comcast in my book one of my most hated companies. Time after time I was on phone telling they are post to be providing me a service, and if that service don’t work then fix it. They kept trying to charge me, and I told them if the service your post to give me isn’t working with what I am paying already. Screw them I will never support anything that so called company supports.

  • Julie Smiley

    You ever have trouble with them, go to the FCC’s website, file a complaint. They get fined for every single complaint the FCC gets, and they will absolutely jump through hoops for you afterwards. I’m an old phone company employee, well aware of what the FCC does, our supervisors used to jump through those hoops after a complaint.

  • Kenneth Briggs

    say try to talk to any at&t folks about to crap they want you to have , and why they refuse to send a correct bill , try this u a verse crap that they have . ever sinse I moved here to Clearlake , Ca 95422 they have been nothing but screw ups . and it has been a year now going to see see about another internet service and aol is hard to get rid of also .

  • Lareina Vasquez

    Can we say they have been pulling a lot of non sense for oh so many years and continue to do so. I pay my bills on time always have and don’t you know I had comcast once upon a time I cancelled my service and returned my box. I received a bill for the box and services I had not received because I did not have the box, they did. I showed my receipt for the box and they were suppose to take that off etc. etc. Don’t ya know as far as they are concerned I apparently still owe them money for services I had not received nor could have received without a box that they had. I do NOT have comcast now or since this issue.