Comcast is in hot water again this week after a Spokane, Washington, resident named Lisa Brown posted a bill in which her husband’s first name, Ricardo, had been altered – well, changed entirely, really – to “a–h–.”
Consumer advocate blogger Christopher Elliott reported the story initially. Elliott wrote that Brown, after seeing the name-change on her bill, visited her local Comcast office and made a series of phone calls before contacting Elliott and sending him a copy of the bill.
Elliott contacted Comcast, who confirmed their internal records matched Brown’s bill. Elliott then received a call from Steve Kipp, Comcast’s vice president of communications for the Washington region, who apologized and promised an internal investigation.
Brown says her family was having financial trouble and wanted to cancel the cable portion of her account, but when she called, she was put in touch with a “retention specialist” for the company, who tried to persuade her to keep the service and sign a two-year contract. (She ended up being charged a $60 cancellation fee as well, later waived when news of the story went wide.)
Comcast also refunded her for two years of cable service after her story gained national attention.
Last year, a customer recorded an eight-minute phone call that was the result of his attempt to cancel his Internet service through Comcast.[soundcloud url="https://api.soundcloud.com/tracks/158720628" params="visual=true&auto_play=false&hide_related=false&show_comments=true&show_user=true&show_reposts=false" width="100%" height="450" iframe="true" /]
It’s been played over 5.9 million times on Soundcloud to date.