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Q. I have been a Comcast customer for six months or so. In that time, I have had nothing but problems. I have two boxes. Half the time I have had Comcast, one has not worked.

I was also lied to when I signed up for Comcast. I was told that since I would not give my Social Security number online, I had to give a $100 deposit that would be refunded to me after six months of service. That money was never intended to be a deposit because they used it for my monthly payments. If I was told that, I would've been OK with it, but I wasn't told that.The big issue started a month and a half ago when I was charged a $25 bounced check fee that was not true. I have never paid Comcast with a check and my bank has no records of any bounced check or insufficient funds at all. Instead of being sent to collections, I decided to pay the fee and continue with my life. So I pay my monthly charge and the fee on Comcast's website and it says "Error, your payment cannot be completed." I did it again and got the same response, so I went to the live chat ... on their website and the representative assured me that I had not been charged (on) those attempts to pay my bill and that he was going to send me a link and I could pay that way. I asked again if he was positive (that two prior attempts to pay) didn't go through and again I was reassured that the payments did not work. So I paid my bill through the link the rep gave me, and those earlier attempts did go through. Two weeks ago, Comcast called and told me my two payments were refunded to my bank account. When I checked the account, only one payment was refunded.

I called Comcast a week ago and the rep apologized and told me they would pay for any fees the bank charged me and not to worry, the money would be refunded in two-three business days along with my overdraft fee. It has been almost six days and still I have yet to receive any refund. I called Comcast and told the story to a representative who said he saw the one refund on my account and said a note on the account said that this was the customer's error and not Comcast's, so no accumulated fees would be paid. Then he told me that he can't help me because he is in sales, not billing.

I am horrified by how long and difficult this process has been and I just need my bank account back to a positive balance. Can you help?
Jamie Katz

A. Oh Jamie – I feel for you. I have been through similar situations with my cable company, so I know it's frustrating. To see if we could get a resolution, I contacted Jenni Moyer, the senior director of corporate communications for the company. She looked into this with the help of Comcast's customer service team and found, essentially, what you already knew: There was an error processing your online payment, and they apologize for the inconvenience.

That wasn't enough for me – and I knew it wouldn't be enough for you, either. I wanted to know why you were given a faulty box, why it took so long for you to receive your refund, and what happened with your $100 deposit. So I asked, and this is what I found:
  • The box has since been replaced. I know that you've received this, and for awhile, you were happy with it. However, a few days ago you let me know that this new box isn't working, either. Moyer tells me that they've since fixed this issue and you'll be credited for the days you were unable to use your cable.
  • Comcast has resolved the issue with your deposit by placing $100 in your Comcast account. "The customer would not provide a Social Security number and agreed to the $100 deposit," says Moyer. "However, she was misinformed by our rep about the refund back to her card." Again, another mistake here – please let me know if that $100 did not show up in your account.
  • Finally, that $25 charge you saw is an automatic charge that is added to your account when a payment comes back – apparently, you entered incorrect information when you made an online payment. They have credited that charge back to your account.


Consumer Ally problem solver Jean Chatzky is the "Today Show" financial adviser, a longtime financial journalist and best-selling author.

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