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Comcast Admits to Billing Errors After System Migration

Comcast says that a recent migration to a new billing system in the Philadelphia and New Jersey areas may have resulted in customers seeing errant charges on their bills. Local Philadelphia news outlets say users were seeing strange charges -- as high as $9.50 -- on their bills. Locals complain Comcast admitted to them that it was caused by their billing system migration, but the company wasn't reaching out automatically to impacted users:

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Inglis says the Comcast representative told him she would credit him for the mistake. "And that this had been coming up a lot but they weren't doing anything to correct it unless people called in and told them about it," said Inglis. He says that's what made him angry, motivating him to alert me via Twitter so I could, in turn, alert our other 6abc viewers.
Once the story caught the media's attention, Comcast changed its tune, and now says that customers who saw the errant charges in November will be getting automatic credits on next month's bill.

In most of the instances, the fee showed up on customer bills as an erroneously applied "late fee."

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moulder3
join:2007-05-21
Boston, MA

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moulder3

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More awfulness from Kabletown

They had better get an FCC (or CPSC) fine for this--and it should be big, to create a much-needed deterrent. This incident likely amounts to millions of dollars Comcast improperly overcharged their customers. The fact that their first response of "we'll credit your account for the mistake" says all you need to know.

If a bank, credit card or payday loan company tried to sneak in $10-20 in improper--and illegal--charges per customer, do you think simply saying it'll get refunded in the next month would be acceptable to everyone? I think it's beyond funny that because Comcast has such terrible customer service that people have the mentality of 'whatever, I don't want to waste an hour talking to those people' effectively getting Comcast out of these situations unscathed and without the press bashing they rightly deserve.