When last I ran into trouble with Comcast (my phone wasn’t working), they told me 1. there’d be no charge for the repair visit and 2. that I’d get a credit for two days—very generous.
But then a week or so ago I got a past due bill that 1. did not reflect that I’d paid the previous month’s tab 2. charged me $48 bucks for the repair and 3. didn’t reflect the credit they said they’d give me. (The bill does reflect, though, that I’m getting the Starz channels, which were offered to me as compensation for my troubles earlier in the month.) Then a couple days later I got another bill from Comcast (??) this one slightly smaller in size and reflecting one but not both of my most recent payments to their company.
I waited a few days, minding my other life responsibilities, and then, yesterday morning sat down, bills in hand, to call Comcast. Since last time I’d had reasonably good results with the Alameda Power & Telcom changeover office, I called them. Immediately, though, I was into their recorded-voice-system, and I hung up. I remembered the real-life manager who’d called me last time and that he had—kindly!—given me his cell phone number. I called it. He answered. He was home (daughter was sick) but said he’d have the right person call me back. And a few hours later a man did! I explained my situation, the confusing and contradictory bills, the unexpected charges. It turns out that when I signed up for Comcast, nothing was done to stop the billing for the AP&T (now Comcast) service: they were billing me for service twice, once as Comcast and the other time as Comcast.
A few minutes later, the man called back, said it was all fixed: accounts combined and properly credited. And the remaining balanced totaled. I promptly sent them a check. I am curious if others have had double billing issues and if they have had good results for resolution. I for one feel extremely lucky to have the cell phone number of a particularly dedicated and able Comcast employee.