Customer Service Billing issues

I've been calling about poor internet service since we signed up with Comast/Xfinity.   Back at the end of last year October 2014, our internet service went from not bad to non existant!  I finally contact Comcast again in Jan 2015 when I discovered that my wifi modem at home through Comcast was not operational and my cell phone data had been picking up the slack.  This mounted to $200 additional a month phone bills for data that should have been covered by Comcast billing me $60/mo service.  I was told at this time that the modems deteriorate after much use, which I didn't believe but went along with and received a new modem.  After we had the new device we knew the customer service tech didn't know what they were talking about because our service hadn't changed.  I called again in Feb and asked that a tech come to the home to evaluate the situation.  The tech came and said yes you definatly have an issue with no service but it's an outside tech service call and someone else with have to come out and fix.  He advised me that I wouldn't be contacted and wouldn't even know when them came because it was outside and I wasn't needed.   The Tech also said he would be able to return my prior modem that was replaced.  I still haven't received the credit and have been billed for it every month since which is a total of $69.00 that I've paid for something that has been returned to Comcast.  And yet again in May I still have maybe 5% internet service when I called Comcast customer serivce again they have to run there stupid test that mean nothing even though I told them the issue is on the outside.  This time the rep completely knocked our internet out.  No signal whatsoever could be sent to it!  It took 4 days to get a service tech out (another long story or disgust with Comcast Service!)  it ended up taking 4 techs 2 days to fix our internet service and to get it back up.  These tech advised me that they did not see how we even had the 5% internet service that we did because the router at the main box wasn't pushing out enough to even reach our house!!!!  So when the customer serivice rep on the phone only wanted to give me a $35 credit because she insisted I had internet service I laughed at her.  I asked for a supervisor to contact me and to excalate the ticket #029720852.  A Lartasha Roberson at 224-229-6200 x1380630 called me after 48 hours at 2:50pm on 6/19 said she was only in till 3:00pm that day.  I called her back 4 times prioir to 3 left messages and called back every day up to today 6/26 and have not had one return call back from her to address this situation!   This is not customer service.  I don't mind paying for something that I have but when I have to pay double for something I don't have it is not right and it's taking advantage of people! 

@ComcastCares No need for a PM. Currently it has been over 43 hours since I sent an email on July 14 at 4:49pm requesting further assistance with continued service and billing issues. This email was sent to the regional ECARE agent Gail A. who was tasked with helping us and Ccd the ECARE team in Tom K's office. In that email I clearly requested that I be contacted by email not phone. So far I've not heard from Regional ECARE agent Gail A. but I received multiple emails from Tom K's ECARE team members saying that they apologize for the inconvenience, they value me as a customer, etc., they are forwarding my request, and I would be contacted wishing 24 hours. The only contact I've had was a voicemail left by Kenneth I. yesterday morning at 11:35 am. I was unaware of that call/voicemail until I was able to check my phone calls/vmail so after 6 pm last night. I called Kenneth I back but left the office at 5:30pm. Left a voicemail requesting once again I be contacted by email not phone. Also sent another email to Gail A. And Tom K's team. Last night my husband I and were unable to access OnDemand to catchup on recent episodes of HBO's True Detective. We tried 3 times betwee (n 9 and 10pm but only got error messages and finally a black screen with the progam info at the bottom. I include pics of the error screens. Fast forward to today, I've received no communication from Kenneth. and now this message from you. Wow! I am underwhelmed to say the least. In addition for some reason im finding it very difficult to enter this reply. I've never had this much trouble using this forum. 

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  • Total Lack of Customer Service - Ongoing Issues for 8 Weeks

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He tells me that if I don't hear from someone from the local dispatch team that day, I would definitely hear from him first thing the next morning (the 29th). Shockingly, I don't hear anything from the local dispatch team that evening. July 29th: Don't receive a callback from either the local dispatch team or the agent helping me. I sent several emails to the main executive customer service line and am only told that my ticket would be updated and my agent informed. That does me absolutely no good, since my agent isn't helping me! My account still hasn't been credited, I have the same appointment date, and I still have 2 hard credit pulls on my credit score! My problem isn't overly complex or difficult to deal with. I don't want to be a thorn in Comcast's side, but I am being pushed in that direction because no one is assisting me, just passing the buck from rep to rep until I fall through the cracks. 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    Hi wth1,
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  • Customer service Billing

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  • Lack of Integrity and Competence from Verizon's customer service/billing

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     Private Message

  • Poor Customer Service/Billing

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  • I AM SO ANNOYED WITH VERIZON CUSTOMER SERVICE, Router Issue

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  • Adobe Customer Service vs Avid's

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    I love the CC products and I see myself using at least CS6 for a long time, but I am a little apprehensive about my future business with this Company, due to their new strategies and the resent “hackers” attack. I was one of the many customers that received the scary notification and had to change my password.

  • BEST BUY ONLINE NEEDS SOME HELP AND CUSTOMER SERVICE NEEDS TO BE HELPFUL

    After having just spent an hour trying to order something that the website says was in stock, and then finding it really wasn't available, it became obvious to me that Best Buy online leaves something to be desired.  It seems like a classic bait and switch.  Get people to the website with a low priced "deal", only to find it isn't available, however a more expensive version is available.  
    So, I call customer service.  I get someone who assures me the order will go through, provide my credit card, redeem my points, and only to find it would not work after all, as it didn't for me.  So I ask for a supervisor.   And I get someone who says "I don't know" and has no answers except that this is the way it is.  To add salt to the wound, he announces that unlocked phones cannot be ordered via telephone.  When asked why the rep didn't know that, yes, another "I don't know".  
    As a Best Buy customer who spends way too much money at Best Buy, I find this entire situation unacceptable.  As they say, vote with your feet, I will be exploring other stores to spend my money at.  A website that says something is available, and then isn't, simply is bad business.  And customer service who can only say "I don't know" isn't really customer service at all.   
    A "out of the box" idea would be to listen to what I'm saying, and fix it; this isn't the first time this has happened.  Simply saying "I don't know" is only irritating customers who are trying to buy things from Best Buy.  I am so frustrated with the situation and I assure you I will look elsewhere for future needs/wants.  

    Hello User269123,
    I apologize for the lengthy delay in responding to you. While we try to reply to all customer service issues posted on the forum within 3 to 5 business days, we don’t usually receive requests for assistance through our IdeaX board. In the future, please make sure that you are posting any customer service related issues to the Customer Service boards to ensure a timely response.
    Having said that, I pulled up your account via the email address attached to your forum profile to properly document your ideas to make sure we take advantage of the feedback you’ve offered. I was glad to see your concerns reached Dan on our executive support team and that he was able to address your case in a timely manner.
    Thank you for posting,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Complaint - Store Customer Service

    To whom it may concern (@VZWsupport):
    Yesterday I walked to the Verizon Wireless store located at 859 Broadway in New York City.   I entered the store at approximately 8:28 PM (the store closes at 9:00 PM).   There were maybe six customers there ahead of me; however, the Verizon staff member who greeted me upon entrance immediately informed me that it was too late to get in line for assistance.  He told me that "You are too late.  We can no longer help you tonight."  All I wanted to do was purchase a screen protector!  I had no customer service or tech issues.  I simply wanted to give money to Verizon in exchange for a small piece of plastic to protect my phone's screen.  Confused, I asked if the store was open until 9:00 PM, and the gentleman said yes.  Why have store hours if you decide arbitrarily that anyone who enters 30 minutes before closing time will not receive service?!  The store might as well state that it closes at 8:30, if that's how it's going to conduct business.  
    Annoyed that I wasted my time going to the store, I walk to the exit doors and try to leave.   There is a problem... the doors are locked!   Verizon locks the doors from the inside to prevent people from entering the store (despite it being open for another 30 or so minutes).   This is not only annoying, but I'm sure it is against the law as it must, at the very least, violate fire code.  It also made me feel uncomfortable knowing that I could not leave the store unless I was let out by an employee.
    Here are my questions that I would like addressed:
    1) Is it Verizon store policy to stop assisting customers who enter the store before closing time?  If so, how much time before closing time must I arrive to ensure that I can purchase a small accessory?
    2) Is it Verizon store policy to lock the door while the store is still open, and customers are inside?  If so, how long before closing time must I arrive to avoid being locked out or inside the store?
    3)  Verizon sells plenty of accessories in their stores.  Why doesn't Verizon assign one of the probably 7 employees working at any given time to act as a cashier only, for those customers who only need someone to assist in a transaction (no customer service, tech issues, or phone purchase)?
    As much as I like Verizon's excellent cell reception and data coverage, I find the in-store (and sometimes the online) experience to be awful, inconsistent, and infuriating.  As such, I will be purchasing all new phones and accessories from the Apple store instead, where they seem to know how to treat their customers.  I will also begin investigating whether any of Verizon's competitors would like my business, as it seems Verizon is no longer interested.
    Sincerely,
    A 12-year Verizon customer (who is about to end the relationship).

    Verizon Wireless Customer Support,
    I would like to make you aware of a second customer service issue resulting from this transaction.  Last week, in response to my initial complaint about a Verizon Wireless store closing early and locking the doors with customers inside, I was instructed to purchase the accessories (2 glass screen covers) online, and Verizon would credit my account $20.
    As requested, I placed an order that that day, with delivery to my office.  On Monday, I get a notification that the package has been delivered, yet, the package never makes it to me.  I call the USPS and they give me details on the package, saying it was delivered at 10:38am on Monday, as per Verizon Wireless's instructions, with a waiver of signature.
    At this point, I have paid for the items out of pocket (something like $45), and have nothing to show for my order.  Only frustration.
    I called Verizon Wireless customer support and spoke with Kathleen and her supervisor Marie at 12:27pm today.  Both proceeded to say that I could pay again, and they'd send the items again, with no assurance that it gets delivered to me.  They tried to absolve Verizon of responsibility by saying that it was the USPS's fault.  Yet, the USPS did exactly as instructed to do by Verizon, in that it delivered a package (likely with the Verizon logo on it) to a building, and did not require anyone to sign for it.  This was a terrible decision.  Because Verizon did not require a signature, I did not receive my package.  I blame Verizon for this negligent shipping.
    All I would like is to either be refunded for my $45 or so purchase because it never got to me, or have it shipped again, with a signature required, to ensure it actually gets to me.
    I have wasted over an hour on the phone with Verizon only to be made to feel like I am somehow to blame for Verizon's poor shipping instructions.  Kathleen and Marie were not helpful and offered no sympathy whatsoever to a customer who has done ABSOLUTELY NOTHING WRONG, other than expect Verizon to deliver a product that I paid for.
    In the end, I am stuck writing another email to customer support.  Money out of pocket, yet no items to show for it.  Regarless of who is as fault, Verizon or USPS, I would think that after 12 years and thousands of dollars spent on Verizon Wireless service and products, I could get at least some assistance in this matter.
    And Verizon wonders why so many people despite it's customer service...
    Please help.
    Thanks,
    Josh

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