I am posting here as I can find no way to contact Comcast in the form of a letter? I have spoken to an agent by phone the past 3 months with the misconception that each time my problem had been solved. I now want to put it in writing and see if I can get a straight answer and fair solution to my issue. (Btw, I have never posted in a forum before, I rarely find myself frustrated enough with a company to bother, but this issue has pushed me over the edge!....).
The problem:
When I signed up for the "new" Xfinity service in Feb. 2015, after calling Comcast to see if there was some way to lower our current bill (I have been with Comcast for @10 years now, paying @$250.00/month for bundled premium services....), and was pleasantly surprised when the agent told me we could lower our bill by about $20.00/month (not much, but anything would help....), AND we would even get to add Cinemax (this channel was previously not available with our package...), get new HD boxes, and there was a "special" running for the Xfinity Home security system. I explained we didn't want/need a security system at our house. The agent urged me to try it because it was "free", at least this is what I thought he said.
Our new boxes arrived, along with a security camera, which sat in the box as we knew we didn't want it. We then followed the instructions to send the camera back to Xfinity, very easy, just drop off at UPS as they had an arrangement with them. As our first new billing cycle transpired, I noticed a $19.95 charge for the Xfinity Home security service appear, and I called to have this adjusted as we did not want it, and had returned the camera. The agent handled my request and removed the charge.
The next billing cycle showed the $19.95 charge again. I called again, and the nice agent acknowledged the charge was there, and that he could credit our account and make a note to keep this from happening again.
The next billing cycle came (March 2015) and the charge was there AGAIN....I called Comcast for the third time about the same recurring problem, and the agent then let me know that she actually could NOT remove the charge as we were in a 2 year contract for the SOFTWARE to run the camera?!!! That charge is $19.95/month, AND that if we wanted out of the contract (that we never agreed to or wanted???!!!) it would cost $230.00!!! The total for the 2 years of payments would be $460.00, so this would be a "savings" for us....that would be understandable if we had entered into a contract knowingly and were trying to get out of it. That is NOT the case here. We should be credited for the 3 charges already incurred and as should NOT be charged anymore for this service that we never wanted...and was presented to us as "free" in our first conversation when we upgraded our service 3 months ago...
This is a very bad PR move in my opinion to even consider holding a customer that spends (and has spent) as much with a company for so many years as we have (and are willing to continue to do) to a "contract" for something we do not even have the equipment anymore to use???!!!
After this occurance and some investigation, I am glad to see so many alternatives to using Comcast. Canceling everything might be the best option yet.
Wondering if anyone else has had this misrepresentation occur???!