Billing errors & CS agent can't help

Question

I would appreciate advice and/or action regarding errors on my bill that the Comcast Customer Service agents appear unable to address.Here is what happened. On July 14, I spoke with a Comcast CS agent. We agreed that Comcast would alter my service in the following ways: Remove DVRRemove HD service. To do this, Comcast would send me a cable box, which I would install/ set up. This would start my "new" cheaper service. On July 16, I received the new box.On July 17, I set up and, per Comcast instructions, I shipped the DVR machine back via the box and UPS shipping label that Comcast provided. My August 1 bill should have reflected the new (reduced) package of services and cost; and it should have included a reimbursement for the cost of these services for the period July 17 - August 14. When I received my August bill, I discovered multiple errors.The bill: invoiced me for the previous/higher package of services (e.g. failed to remove the DVR and HD service); ADDED a charge for "Additional Outlet Service"; AND,  failed to reimburse me for the period July 17-August 14 for the discontinued, but already paid, service. When I spoke to Comcast Customer Service, the agent said they can't address these billing errors until they track down the location of the returned DVR.[NOTE: Comcast's instructions regarding the DVR return said to wait 2 weeks to "give them time" to receive and process the DVR return; this time period has passed].[NOTE: evidently, Comcast does not track the codes for the UPS shipping invoices they provide to customers; the instructions did not advise me to do so].The Comcast agent said that I should "keep checking" with them to see if Comcast staff have managed to track down the DVR, and, as a result, adjust my bill/ invoice.I checked (again) today; and, discovered there is no adjustment to my August invoice to suggest that Comcast has tracked down the DVR and made the expected invoice adjustments.The deadline for paying this bill is next week.As a customer of many years, I feel that Comcast should take responsibility for tracking this, rather than delegate the responsibility to me.If Comcast is unable to track down their DVR and correct the August bill, I will have no choice but to not pay the (uncorrected) bill.From reading in numerous online fora, it is clear, that if I pay the amount - with the excess charges, I will likely find it very painful to get reimbursed.Any advice (from other customers) or action (on the part of Comcast) is most welcome.

Answer 1

When the regular customer service reps can't help, try one of these:Send an email to the team at "[email protected]". Include:
    Account number
    Full name
    Service address
    Best contact phone number and best time to call
    A description of the problem
One of their problem resolution specialists should contact you to follow up, usually by phone. They seem to be quite a bit sharper than the regular reps.-OR-Use the feedback form at http://customer.xfinity.com/help-and-support/vp-contact-form.You might also try Twitter (https://twitter.com/ComcastCares/) and Facebook (https://www.facebook.com/Xfinity).
Comcast sometimes responds to questions here in the forums, and sometimes they do not. When they do the typical response time is somewhere between a few hours and a few days.