US Cable Support > Comcast HSI > [Bill] Random "non-recurring charges" of $255.36 on my

reply to ZsExperiment

Re: [Bill] Random "non-recurring charges" of $255.36 o

reply to ZsExperiment
What the heck? Who's running this company?

If a charge shows up on the bill, and the company cannot figure out what it was for, how insane can they be that they don't simply remove the charge?

$255.36 is a tiny drop in the bucket to a huge corporation like Comcast. The correct procedure is to remove the charge and apologize to the customer. What are they thinking?

This is what drives people to hate companies like Comcast. They refuse to employ common sense and provide good customer service. It should be impossible for a billing system to generate a charge without a code explaining what it's for.

The person on the phone couldnt tell her what it was for. Could be a lot of reasons for that. Computer issues, department closed, many a reasons. Thats why you get transferred to someone that can tell you. Of course if people are off for the holiday or just off hours that cant happen. I dont really know of any company thats just going to remove 200.00 plus dollars because someone isnt in.

This has been going on for a couple of months. Previously, it was only on the online account page under unbilled activity. The customer service rep I asked about it a few weeks ago said it was just a clerical entry mistake and it would never actually show up on my bill. But this month it moved out of unbilled activity and it's listed as a non-recurring charge, making my bill total to over $510.

I've always been billed around $240 each month and have always paid the bill in full. No one I've spoken to at Comcast either before or now has any idea what the $255.36 is for. Yes, Comcast has totally messed up my bill and no one at Comcast either then or now has any idea what's going on.
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Hmmmm... That worked last time...

Precisely. At this point any sane company would just remove the charge. There's a word for charging customers without a valid reason, and that is fraud.

ZsExperiment, I suggest mentioning words like "Public Utilities Commission" in your conversations with customer service. If this does not help, report them. The PUC typically does not look kindly on fraud.

Edit: You might mention this in the Comcast Direct forum, too. The folks there seem to have lines to people far higher in the company than you can get to through normal support. It's worth a try!

reply to ZsExperiment
call during "Business Hours" (M-F, 9-5) to reach someone from billing (ie CSR say "I'll remove the charge" but above a certain dollar amount, or in the case of an unknown, they really just mark it to be 'franked'/approved/researched by a qualified, authorized person.
Errors happen, work it through the system, POLITELY, and you MIGHT get a paid apology beyond the removal of charges.

reply to ZsExperiment
I hope you do call as suggested by spotted cat.

And call the corporate office NOT the 800 #

This number, 1 215 665-1700, should get the ball rolling for you.
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Long you live and high you fly, and smiles you'll give and tears you'll cry,
and all you touch and all you see, is all your life will ever be.

reply to ZsExperiment
On your bill there should be info for the city in which you live in as they are the franchising authority. Call them (number is most likely on the bill) and the city will most likely have someone who handles issues with the cable company. My experience (on the city end) that issues are resolved very quickly.
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This Space for Rent...

reply to ZsExperiment
I don't mean to sound like a doubting asshat, but it certainly would be nice to see proof of this on an online billing statement. I have never seen anything like this before, and it would be nice to see what it looks like on the bill.
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My domain - Nightfall.net

Agree with that, but I do believe the fellow.

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This is why an old lady a few years back had to go down to the local Comcast office and attacked them with a hammer.

I bet that all the people the OP talked to are of the younger generation---

Afraid to do anything other than what the computer tells them, afraid to admit that there could be a mistake, afraid to acknowledge any reality in the universe other than what they see on their monitor....

....Afraid to override the computer, or to at least try to get hold of a supervisor with the power to do so.

Afraid to be human, afraid to have any balls.

reply to Nightfall

reply to ZsExperiment
What you might want to consider is downloading the actual bill in pdf format and see what that says. That happened to me back in November. The bill summary had me listed at $395 but the actual bill was $180 and change due to many changes made when I tried out the triple play then changed back to my original plan. I called in and they insisted I owed only $180 and that's what I was charged. The non-recurring charge dropped off the bill summary the next month. In other words the account and bill tab at customer central isn't always on the same page as the actual bill.

reply to ZsExperiment

Re: [Bill] Random "non-recurring charges" of $255.36 o

Both kids are in college out of state. There have been no PPV charges. That has been confirmed by the Comcast CSRs I spoke with at various times about this charge. None of them could determine what the charge was for. This is just a single line item charge with no explanation that was in unbilled activity for 2 months and is now listed as a non-recurring charge, increasing this month's bill to over $510.
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Hmmmm... That worked last time...

reply to ZsExperiment
I know if I look at my physical paper Comcast bill, it is a few pages long. What you showed us was the summary section. If you look at your bill, it should show the breakdown of each of those "summaries" to show you exactly where that cost is coming from.

For example, the summary sections lists "Taxes, surcharges, fees" as $11.15. Somewhere on your bill it should list exactly how that is figured. I don't have my bill in front of me, but it would look something like this.

State Taxes: $5.12
Local Taxes: $0.54
Surcharge: $5.00
Federal Tax: $0.49
Total Taxes, Surcharges and Fees: $11.15

So, there would also be a section that breaks down your Recurring Charges. It is probably your different Cable TV package level, maybe Hi Speed Internet cost, a DVR, Cable box rental, Modem Rental, etc, etc, etc. All those items would then total $243.90. That should be listed somewhere on your bill.

Finally, there should also be a section on your bill that would also break down the Non-recurring charges.

Now, if you don't get a paper bill anymore, then I'm not sure. Maybe what people say about looking at the PDF file online would be the same thing. I know I still get the paper bill, and as I said, its at least 3 or 4 pages in length, and has everything detailed on what exactly each item of the summary section is.

--Brian
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--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
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reply to ZsExperiment