mikes60
My Paradise
Premium
join:2001-07-31
Boynton Beach, FL
 ·AT&T Southeast
 ·Vonage
| reply to b10010011
Re: Comcast charges $.99 for checks?!
said by b10010011  :What is really frustrating is out of all our monthly bills Comcast is the only one who is not accepting or setup for automatic electronic payments through my bank. The only way you can make an online payment is with a credit card. What kind of an idiot pays their bills with a credit card? I pay every bill that I can with my American Express Card. And, I've paid the monthly balance in full every month since 1986.
Its a great money management tool, provides excellent customer service if there is ever a problem, and earns me Delta SkyMiles.
Now, if you aren't responible enough to manage your credit card and pay it off every month- with no interest charges whatsoever, then maybe you're the Idiot
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Today is the tomorrow you worried about yesterday--so why bother? |
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Cabledude27
Premium
join:2001-12-23
Pennsville, NJ
| reply to DonLibes
I hate to have to bust anyone's "Comcast is out to screw the working man" theories, but it's simply a miscommunication issue. The CAE saw the .99 debit and as Comcast charges a .99 cent transaction fee for any payments that are made with a CAE via Check (EFTS/check by phone) they incorrectly assumed that was a valid charge for a "check" payment.
Instead of taking the time to review the issue further before answering they jumped the gun. The CAE probably told the supervisor that the customer was requesting a supervisor due to being upset over a check by phone payment fee and again instead of clarifying the issue for his/herself the supervisor backed the CAE. Once he/she viewed the issue further she corrected herself and told you the correct information about the credit that was applied as a debit.
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Your friendly neighborhood cabledude. |
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DonLibes
Premium,ExMod 2001
join:2003-01-19
| said by Cabledude27 :Instead of taking the time to review the issue further before answering they jumped the gun. The CAE probably told the supervisor that the customer was requesting a supervisor due to being upset over a check by phone payment fee and again instead of clarifying the issue for his/herself the supervisor backed the CAE. Once he/she viewed the issue further she corrected herself and told you the correct information about the credit that was applied as a debit. That makes sense, but it's not what happened:
Me: How long has this policy been in effect?
Comcast: It's always been our policy to charge .99c for checks.
Me: I've been a subscriber for 4 years; you're telling me I should've seen this charge on every statement - for 4 years?
Comcast: Yes. I cannot explain why you've never been charged this before. You should've have been.
I went through this with both the CAE and the supervisor. Both said the same thing.
If I had given up my questioning, that would've been it. But I pursued questioning the supervisor, basically asking the same questions repeatedly. This isn't my usual style - but in this case I was dumbfounded because what they were saying made no sense. So I just couldn't stop saying that and asking the same questions again and again.
My interpretation is that both the CAE and supervisor were truly ignorant of this particular aspect of Comcast's fees and policies. And instead of starting out with the possibility that the customer might be right, they started out with the assumption that the customer had to be wrong, and they would say anything that sounded halfway plausible to make him go away so they wouldn't have to actually check the facts. |
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actor90
Never a dull moment
Premium
join:2003-07-21
L.E.H.T., NJ
 ·Comcast
| reply to DonLibes
I myself had a problem with a Comcast CSR making up facts. When I got a DVR I was told to keep the digital box I had already at no additional charge for a second outlet in my house. Well, low and behold it turns at that is an additional $7.95 a month charge. All I can say, is if you complain to Corporate Headquarters in Philadelphia they will resolve the issue, and make sure, it doesn't happen again. Just call your local call center and insist they give you the corporate telephone number.
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Whatever doesn't kill us, makes us stronger... |
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mr_slick
join:2003-05-22
Lynnwood, WA | reply to b10010011
HEY! ---I pay my bills with a credit card! Are you calling me an idiot? |
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tcp1
Premium
join:2000-04-17
Herndon, VA
 ·Sprint Mobile Broa..
 ·Verizon FIOS
·Comcast
·ViaTalk
·T-Mobile US
 ·Bandwidth.com
1 edit | Who pays bills with credit cards? Smart, financially responsible people do.
People who are "against credit cards" just because they think "credit cards are bad" are the morons. Credit cards are perfectly valuable, economically responsible and sensible if YOU use them right.. Just like a gun, knife, or any other tool.. They're beneficial and can be life-saving in the hands of an intelligent person, but can be near deadly in the hands of an idiot with no self-control.
Most cards give you:
-The ability to dispute purchases
-A complete breakdown / itemization of all monthly charges
-A 20-30 day grace period -- where you can use your cash for other, more pressing things (or keep in savings EARNING interest) while your bills get paid when they are due
-The ability to avoid late charges and late payments by letting you pay on a flexible schedule
-No responsibility for fraudulent use
-Payment without costs of postage and checks
-Warranty extension for purchases, auto rental insurance
-The ability to still pay your bills in an unexpected emergency
-Cashback, points, or air miles
The only people who think credit cards are for idiots are people who can't use them in a non-idiotic manner. There are plenty of us out here who can handle them just fine.. To insinuate otherwise is insulting. Sorry if you can't handle it.
(And no, paranoid freaks, I do not, nor have I ever, worked for a financial institution. ) |
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Cabledude27
Premium
join:2001-12-23
Pennsville, NJ
| reply to DonLibes
Again Don, once they had this "fact" in thier heads they didnt want to see beyond it. In effect there has been a charge for check by phone for at least the last 4 years. I'd chalk this up to being overly confident for the wrong thing. We're beating a dead horse here. They were wrong you were right, there was no check fee assessed to you, you were inadvertently provided the wrong information which was then corrected, albeit, it took longer than needed to accurately address your concern.
Trust me part of my previous responsibilities was to provide quality assurance in reference to the calls received by customer service, although it did happen (absolutely incorrect information purposely provided to a customer) it didnt happen often based on my personal reviews, when it did it was addressed quickly and efficiently.
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Your friendly neighborhood cabledude. |
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cracker 52
@stsn.net
| reply to b10010011
Every Comcast region is different in how they handle payments. Here in Atlanta, I have a choice of automatic payment from either my bank account or major credit card.
One other advantage of using a credit card is that you can request the credit card company to chargeback disputed charges, such as billing errors. They often give the cardholders the benefit of the doubt and put the onus on the merchant to prove the charges are correct or valid. |
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Fobulous
Premium
join:2002-08-14
Missouri City, TX
clubs:
·Comcast
| reply to DonLibes
I agree with other Credit Card users. I love my Citi Dividend Platinum card. I use it for everything under the Sun. Also, Comcast allows me to automatically charge the monthly bill to my credit card, not only is this convenient but it's the must dos of the 21st century!!! Checks are so 80ish
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When Baron Davis rises toward the rim, defenders have two options: Duck or become a poster. |
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ReVeLaTeD
Premium
join:2001-11-10
San Diego, CA
| reply to DonLibes
I pay my bills with plastic. I hate checks because I hate the unknown delay to debit my account.
For example I could have $500 in an account that gets another $500 added every two weeks. I pay with a check $100 for a bill. Then I pay another bill $249. Then I pay another bill for $50. Then I pay another bill $200.
The problem is, one debit will occur 3 days after I paid. One will occur 2 weeks after I paid. One will occur THE NEXT DAY, one will occur 6 days. What ends up happening? Overdraft. It's happened too many times so I said screw it.
I used to pay my Cox bill with hard cash at the payment center but they closed it and took the kiosk out. Now I have no choice but to pay with my card online, which isn't too bad I suppose, but I'd really rather pay cash and get a receipt.
My card can work as a debit card or a credit card, so I can accomodate either transaction types. My "free and clear" cash from my paycheck goes straight onto the card, so I can just swipe and not think, since it'll never overdraft (it's all my own money anyway). I can even send tax refunds straight to the card, saving me from having a checking account.
As was said before, plastic is a boon for financial planning and money management if you learn to use it correctly. |
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DonLibes
Premium,ExMod 2001
join:2003-01-19
| reply to Cabledude27
said by Cabledude27 :Again Don, once they had this "fact" in thier heads they didnt want to see beyond it. In effect there has been a charge for check by phone for at least the last 4 years. I'd chalk this up to being overly confident for the wrong thing. We're beating a dead horse here. They were wrong you were right, there was no check fee assessed to you, you were inadvertently provided the wrong information which was then corrected, albeit, it took longer than needed to accurately address your concern. Trust me part of my previous responsibilities was to provide quality assurance in reference to the calls received by customer service, although it did happen (absolutely incorrect information purposely provided to a customer) it didnt happen often based on my personal reviews, when it did it was addressed quickly and efficiently. Your answer suggests a bigger problem: You see this as a minor and infrequent issue. I see it as a systemic problem, indicative of a lack of training (or common sense) all the way up the chain.
It's possible that your personal experience differs but here's my personal experience: As a customer, these problems are too frequent. Not only did I have this month's problem but just last month (on a different billing issue) I got nowhere with Comcast so I had to file an official complaint with my LFA. And the month before, I had to call to get a rebate for an outage - which it turns out was debited rather than credited! And the outage turned out to be caused by Comcast personnel and only after calling twice did I get to a CAE who understood how to fix it even though the first one claimed to have fixed it. Unfortunately the list goes on.
I have spoken to numerous Comcast CAEs, Supervisors, and Customer Advocacy Liaisons who each love to recite the spiel that they're looking out for the customer and understand the point of view of the customer. Your "trust me" paragraph is the same kind of pablum they offer in an effort to convince me that my complaints are unwarranted. Trust me, it's lip service. |
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rid0617
join:2003-07-20
Greer, SC | reply to actor90
Charter isn't any better. Finding 2 CSRs that will say the same thing in a 5 minute period is about impossible. |
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mpbennett
Premium
join:2002-11-25
Stoneville, NC
| reply to DonLibes
time warner here in the greensboro nc market charges $2 to pay with a credit card over the phone. they didnt charge that in NY. it was time warner there also.
then duke power required me to pay a $150 deposit and said would you like to pay the deposit now with a credit card and i said sure. so i whipped out the trusty debit card and gave here the number and exp date and she said. i need to tall you there is a $4.50 charge by paying over the phone. i was like wtf r u talking about, needless to say i paid the charge so i was assured my electricity was on once we got to NC. and it was to be on friday morning and we got here saturday night and it wasnt on so i called and screamed and it was on instantly. this was a month ago, then 10 days later i get a bill from them....lol |
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Cabledude27
Premium
join:2001-12-23
Pennsville, NJ
| reply to DonLibes
Pablums or not the fact is you are used to poor service, thus it makes you that much more sensitive to every and all Comcast issues you experience. Call it the way you want we'll agree to disagree.
I've been in this business for quite a while and have not seen the type of inherent bad bloodlines within the company that you insist on seeing. I am not saying they are perfect by any means, nor am I saying I've agreed with everything I've seen or heard them do. However, I am saying there is so much speculation of what they the big bad Comcast thinks of when they dont handle an issue, when in fact it's just poor employee pools (have you been to Taco Bell lately Jesus, it's ridiculous). I love to help my customer's but I see a common theme from the folks in your area, I'd go as far to say if God himself ran Comcast perfectly it wouldnt matter because it's cable and cable's evil etc..
I hope you found my accurate explanation of your actual billing issue helpful and I'll leave the speculation to you and the folks of BBR's comcast forum. Notice the lack of actual employees here anymore? Why waste the time trying to explain or assist on our off hours when it doesnt matter?
Going to enjoy my weekend off, hope it gets better for you there in MD, I do mean that, good luck with the LFA and may they assist you when needed, and may they legislate everything to do with cable and Comcast, then by any luck to the good folks of MD, maybe Time Warner can come in or another cable system and effectively reflect a worse off situation than you are in now. The grass is not always greener on the other side.
Take care Don.
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Your friendly neighborhood cabledude. |
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AnnaS8
join:2005-05-26
Annapolis, MD
1 edit | reply to DonLibes
Where are you guys that can pay by Credit Card on the website? On my Comcast account at comcast.com it only gives me the option to pay by electronic check either reoccurring or one time. I have to call to pay by credit card. Unless it is something new on the site that I missed. I would much rather just put it on my card on the site then having to call them.
Oh I forgot to say about the 99 cent charge for checks...With your bill every month you get that little booklet thing and I believe by law they must put any and all charges to the customer in there. Take a look at the fine print. |
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Fobulous
Premium
join:2002-08-14
Missouri City, TX
clubs:
·Comcast
| said by AnnaS8 :Where are you guys that can pay by Credit Card on the website? On my Comcast account at comcast.com it only gives me the option to pay by electronic check either reoccurring or one time. I have to call to pay by credit card. Unless it is something new on the site that I missed. I would much rather just put it on my card on the site then having to call them. Oh I forgot to say about the 99 cent charge for checks...With your bill every month you get that little booklet thing and I believe by law they must put any and all charges to the customer in there. Take a look at the fine print. I'm in Plano,Texas (my profile says that too) it's the Comcat's Dallas/Ft. Worth Market.
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I am certain there is too much certainy in the world. - Michael Crichton |
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jbob
Reach Out and Touch Someone
Premium
join:2004-04-26
Little Rock, AR
·Comcast
·AT&T Southwest
| reply to DonLibes
I notice on my bill it says: "Payment by check authorizes Comcast Cable or it's agent to draft or electronically debit your checking account for the amount of the check plus a service fee should your check be returned unpaid."
The first time I saw that I quit sending checks and starting paying through my bank.
And what is Cableguard anyway? Costs me 0.95 cents a month. |
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packetscan
Premium
join:2004-10-19
Bridgeport, CT
clubs:
·Optimum Online
| reply to Sunsetstrip
Excuse me?
The customer needs to be vigilant?
Comcast needs to get there shit together plain and simple.
It is completely unacceptable to have errors on invoices. especially these dollar charges.. how many people just let it go because it wasn't worth their time.. Would you call and wait 20 minutes for a dollar? I wouldn't i would pay the bill and move on, thus my reasoning of why they need to get it correct the first time.
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Who do you want to pay off today? |
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AnnaS8
join:2005-05-26
Annapolis, MD
| reply to Fobulous
said by Fobulous :said by AnnaS8 :Where are you guys that can pay by Credit Card on the website? On my Comcast account at comcast.com it only gives me the option to pay by electronic check either reoccurring or one time. I have to call to pay by credit card. Unless it is something new on the site that I missed. I would much rather just put it on my card on the site then having to call them. Oh I forgot to say about the 99 cent charge for checks...With your bill every month you get that little booklet thing and I believe by law they must put any and all charges to the customer in there. Take a look at the fine print. I'm in Plano,Texas (my profile says that too) it's the Comcat's Dallas/Ft. Worth Market. That blows...Comcast should have online Credit Card payment for everyone and not just certain areas. That is stupid to call them up to pay them. If you have a check card or you pay by program like Quicken. It still comes from the same place. My point is...I don't have checks and my payment office is way out of the way for me to go there and pay them. So I have to sit on the phone to pay it. Blah. |
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DonLibes
Premium,ExMod 2001
join:2003-01-19
| reply to DonLibes
Spurred on by the discussion here, I attempted to try paying my bill by credit card. However, I have been unable to do so. When I go to comcast.com, it says I must first add my account number. But I try to do that, it says:
At this time we are experiencing a system issue that is preventing us from adding your account number to your User Profile. If you have recently received a new account number, please try again shortly, as we may be updating our records with these new accounts. Two days ago, I spoke to two CAEs who gave me different excuses. The first said "oh, it's just that there are too many people visiting the website, try in 15 minutes". I try for an hour or two. I call again and reach Billing who sends me to CAE #2 who says "I've never done that before, hold on while I ask for help. ... No, none of the other technicians here in the office pay their bills over the web, so I can't help you." He then offered to transfer me to Billing ("they would know more about this") but it was Billing that had transferred me to him in the first place!
Realizing I wasn't getting anywhere with the CAEs, I decided to try sending email to Comcast's global support-by-email with the request that they get it working and let me know when it's done. I mean, it's obviously a system problem and it's silly that I should have to keep trying every so often. Why don't they just do it for me or at the very least let me know when it's fixed? The response back was...
Unfortunately, some issues cannot be properly diagnosed or resolved through e-mail communication, and need a more free flowing dialogue to work through. We request that you call our Customer Call Center at 1-800-COMCAST so that we may thoroughly troubleshoot your situation, to assist you in resolving this issue. We appreciate your patience and understanding, and look forward to being able to properly assist you on the telephone. We apologize for any inconvenience. Clearly they are telling me to do something that I've already tried. Should I be more understanding (as CableDude seems to think I'm not) with the idea that if I just keep calling CAEs, I'll finally get one that is properly trained?
Or is the billing system that unreliable (I just called again yesterday and CAE #3 said it's down and I should try again in 2 hours) that it's pointless to rely on it. I mean, if it's really been down for 2 days, that's not something I want to trust my money with - especially if I want to wait until the end of the billing cycle (to save money) only to find out it's down.
Anyway, I just tried again now and it's still giving me the same error. (By the way, I tried this using two entirely different systems and browsers, one from my home and one my workplace, so I'm pretty sure it's not my fault) I called back CAE #3 who had given me his phone number and, of course, it rolled over to his phone mail which identified him as working in the Public Affairs office.
Anyway, I've now spoken to several CAEs as well as Billing, Comcast's email, and Public Affairs, and I'm getting nowhere. It's obvious that no one is trained to handle this and instead of someone doing the right thing - taking responsibility for getting my account set up - instead they just keep making stuff up, or passing on information that is worthless, and they keep telling me to keep on retrying it myself.
CableDude, do you see a problem here? Do you really think I'm just being too "sensitive" (as you called me earlier). Do you really think I'm complaining for no good reason? Can you now start to get a glimmer of how bad things are that the local government felt obligated to pass cable-related consumer protection? |
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