I called into the Comcast Customer service line on July 14th to inquire why my recent Comcast bill was $500 and the previous bill was over $200 and I was informed that it was due to purchases of on demand movies.
I immediately told the agent that there was no way any movies could have been purchased as I had Parental pin lock on my account.
I also reminded him that we had the same issue in November 2015 where we were told that we did not pin protect purchases and we had an agent walk us through how to set up parental control again after paying some of the fees.
Based on this I had a pin set up on the account to prevent my kids from making any purchases or watching any inappropriate channels
I was however told by the agent on the call that the reason why all the on-demand purchases were able to go through was because the parental pin lock control was wiped or removed anytime the receiver was reset for troubleshooting.
And since we had reset our receivers several times due to the poor reception in the neighborhood, it then meant that there was no longer any Parental Pin-lock controls on the account.
I find this very troubling that the parental pin-lock I placed on my account could be removed by a simple reset of the receiver box without my knowledge and I am then made responsible for any charges that are made during this period.
The agent then offered to give me a partial refund and $300 premium channel credits which I refused as I explained to him that the fault was on Comcast’s end for allowing the pin I set on the Parental control to be wiped during a reset of the receiver.
I was then informed by the agent that Comcast did not offer Parental Pin-lock control on the receivers and that based on that I was still responsible for the charges.
If this is the case, then I consider it deceptive advertising as I was assured in November that placing a Parental Pin-lock control on the receivers would prevent any unauthorized purchase without the use of the pin. So if Comcast decides to wipe the Parental Pin-lock control anytime the receiver is reset without informing me that the password had been removed, then I don't see how I can be responsible for any charges that accrue on the account as my kids are not old enough to know that these channels are not free which was the reason why I placed the parental pin-lock control in the first place. Moreover, the main reason why I insisted the agent walk me through how to set up the Parental pin lock in November 2015 when we had the first incident was to prevent these type of unathorised charges going through.
I then requested for a supervisor and the agent hung up on me.
Based on this, I was forced to call into customer service for a second time and was handed over to a supervisor named Enrique with employee number h6g who informed me that I had to call technical support to resolve the issue.
When I told him to call technical support and put us on a conference call, he told me he could not do that and that I had to call them myself.
He then told me that they were busy and that I should call back later as he had to go help other customers.
I find this not only rude and offensive but also discriminatory as this implied that the other customers issues were more important than mine even though I have always paid my bills on time.
I also told him to open up a case and provide me with a case number which I could use to track the issue whenever I called and he refused to do that.
Based on this I then requested that he get his supervisor on the line and he told me that there were no supervisors available to speak with me
In a bid to get me off the line, he promised that he would get a supervisor or manager call me back on July 15th . I refused and insisted that I would rather speak to his supervisor as he was not making any effort to resolve the issue.
After I refused to hang up and waited with him on the line for over an hour, he then transferred me to another supervisor named Wilhem with employee number 18853 located in Mexico who told me that they could not refund the fees.
I was now promised that a senior manager was going to give me a call by 10 am on July 15th as they could not refund the fees. Based on this I provided them with my phone number and asked if they could give me the name of the person who was going to be calling me.
They however claimed they did not know who would be calling me but that I would get a call from a senior Comcast official by 10 am on July 15th 2016.
I am however yet to receive any call as no one from Comcast has reached out to me to resolve this issue.
At this point, I feel that this is a very unfair practice whereby Parental Pin-lock controls set on the receivers can just be removed by a reset of the receiver.
I refuse to accept that I am responsible for this bill as this was clearly a defect on the part of Comcast and as such all the excess charges should be refunded back to my account.
I am also not interested in getting partial credits of premium channels as offered by the agents as I am not interested in them.
All I want is that the $500 charged to my bill be removed and refunded to me.
I also want it noted that Comcast will be responsible for any overdraft fees incurred on my account should this outrageous bill be processed before a refund is processed for me.
At this point, I am completely frustrated by all this and would want nothing more than moving my business to another provider as the experience from the Comcast customer service was beyond horrible and hellish.
I expect to get a written explanation from Comcast as to why the Parental Pin-Lock Control i applied to my receivers could be erased without my knowledge and why I should then be saddled with a bill as a result of an action that was totally due to a defect in the service and equipment provided to me by Comcast.
I also expect to get the amounts charged to my account reversed and refunded to me.