Waiting for Customer Service Answer for 3-4 months

Question

 We have been a loyal customer of Comcast for over 10 years, and we are very disappointed with your level of customer service over the last 3-4 months. On around April 16th I contacted Comcast to move my account to a new address. When I first called the agent told me that the move would not be possible and I would have to call back the next day to see if they had a different answer. So, I called back and now they were able to offer service at the new address. I thought this would be a straight forward transfer but it was not.  The technician was booked for April 19 in the evening which was fine. We had decided to down grade our service to just the internet and the agent (Andrio) offered us a great deal which we agreed too – this was Performance Internet at $44.99 per month (we have yet to receive a bill with the correct amount, we agreed to this amount). The technician arrived on time, but he didn’t seem to have any knowledge of what he needed to do.  Firstly the technician cut through the AT&T line to the house and left it hanging in our garden, explaining that he doesn’t carry that wire so he couldn’t repair it but someone would arrange that to be done and I would receive a phone call about it (he thought he’d cut through the Comcast line). We didn’t receive a phone call, I called Comcast a number of times until another 2 technician’s came to my property – they looked at the wire, told me they couldn’t repair it and someone else would be in touch. No one has been in touch – I am still waiting for it to be repaired, I do not have an account with AT&T and this is Comcast’s error to fix. My husband then spent the next 3-4 hours showing the technician how to test the lines to get the internet and TV working. Eventually the internet worked. I could go on about the number of times I’ve called Comcast about my bill and the AT&T line, being given a number of escalation tickets which I have never heard anything from. I would like to have my issues resolved as soon as possible. Please advice as soon as possible what Comcast will do about the following: Address the issue with my bill – the monthly charge agreed was $44.99 (we have a budget and currently we cannot afford what you are charging us)Address the reconnection of our AT&T line to our property, Comcast needs to organize this as we do not have an account (we will not arrange this and then be reimbursed we simply do not have the money to do so) Having been a Comcast customer for over 10 years with no issues before we moved properties, I am very upset with the level of customer service we have received. To resolve the problem, I would appreciate your immediate action, we would like our account to be credited for the over payment on the monthly charge and our AT&T line fixed. I look forward to your reply and a resolution to my problem and will wait until July 6, 2015 before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me as soon as possible. Sincerely,    

Answer 1

@DylnClarke
I am sorry for your troubles. I have sent you a private message to assist you further.