Comcast waits three months to refund credit balances

Summary:Comcast uses a due standard - one for payments it is owed and one for payments it owes customers

After using Comcast for many years, I was persuaded to move to Verizon's FiOS. After the much delayed and troubled installation of FiOS (see Embarking on a FiOS adventure Day 3), I brought all of Comast's equipment to the local Comcast office. FiOS, by the way, has worked very well once all of the start-up problems were resolved.

Paying the final bill

I tried to pay the final Comcast bill at the time that I returned the company's cable modem and set top box, but was told that I'd have to wait for the final bill to be calculated. I was told, however, that I'd receive a credit for the unused service rather than having to pay Comcast anything. Later I received a normal bill, called the Comcast hotline and was told that should be the final bill. Nothing was said about the credit at that time.

Well, what do you know? I am owed a credit

Now I see that I did receive a credit for both the unused service and for the payment I had just made. When I called Comcast and was finally able to hack my way through the jungle of their voice response system (it took three calls before I was finally able to speak with a human being named "Jaun"), I was told that the credit would be refunded in the form of a check in late March. That means Comcast plans to hold onto the money owed me for three months!

Unasked for shoot-from-the-hip advice to Comast

  • Comcast, first of all, get rid of your voice response system.  It is angering people. I imagine that your first line of sales and technical support are getting roasted once a customer does finally get through.
  • You'd shut off the service of someone who waited three months to make a payment. You insist on payment 15 days after the bill is printed. You must live up to the same terms. Refunds should be processed and delivered in the same amount of time. A three month wait for a refund is unacceptable.

Topics: Fiber, Broadband, Verizon

About

Daniel Kusnetzky, a reformed software engineer and product manager, founded Kusnetzky Group LLC in 2006. He is responsible for research, publications, and operations. Mr. Kusnetzky has been involved with information technology since the late 1970s. Mr. Kusnetzky has been responsible for research operations at the 451 Group; corporate and... Full Bio

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