Thanks, Comcast, for making me type all kinds of stuff and then just closing the chat session without answering my questions.
CHAT ID: 28B4ABB1-40F2-4F2A-99E0-556D4A5Fxxxx
The session below has been edited for privacy.
Norbert: My Issue: can't cancel autopay or make a one-time payment
analyst Ronald Louie has entered room
Ronald Louie: Hello Norbert, Thank you for contacting Comcast Live Chat Support. My name is Ronald Louie. Please give me one moment to review your information.
Ronald Louie: I understand that you have a concern about your autopay, I thank you for your time. You've reached the right department and I will be happy to help you with your concern.
Ronald Louie: For security purposes, may I please have the full name, phone number listed on your account?
Norbert: gives this information a third time.
Ronald Louie: Thank you for that, please give me a moment to pull up your account.
Ronald Louie: Thank you for waiting, I have the account now. To complete verification, may I have the last 4 digits of your SSN?
Norbert: last 4 digits is xxx
Norbert: I also am trying to figure out what my service plan and the monthly charge. I see the instructions on your website but they do not work!
Norbert: I signed up for $29.99 per month Performance and should not have been charged any kind of installation fee, yet my current bill is for $48.91. Lots of problems, I have had to call many people to get this account set up correctly.
Norbert: First, lets cancel the automatic payments and then let me pay off the current bill!
Ronald Louie: Sure. Please give me a moment to check on your autopay issue.
Ronald Louie: Thank you for waiting, try to remove cancel autopay this time and check.
Norbert: OK, I will do so and hope you can answer my other questions in the meantime.
Ronald Louie: Sure. What are your other issues?
Norbert: I also am trying to figure out what my service plan and the monthly charge. I see the instructions on your website but they do not work!
Ronald Louie: I'm really sorry for all the trouble, Norbert. I see here that your new Internet monthly rate is $29.99.
Norbert: That's great. Can you tell me what the speed is supposed to be? Also, if you check all the bills associated with the startup of this account, you will see a mess. But starting 12-9-11 to 1-8-12, the monthly charge should be only 29.99. Can you credit my account $18 so that this is correct? I believe the $18 charge is some kind of installation or other service fee that surely should not have been charged given all the trouble I have had getting this service started. I can give you a list of Comcast staff who I talked to and promised to resolve the issue but did not.
Norbert: I appreciate it. I have been able to cancel auto APS and am trying to make a one-time payment now.
Ronald Louie: Let me check on this, Norbert. Please give me a moment.
Ronald Louie: I'm sorry for the delay. I need more time, please give me 2 more minutes. Thank you.
The chat session has been closed
Ronald Louie: Analyst has closed chat and left the room
PS -- if you are trying to make a one-time payment on Comcast, it won't work on Safari for the Mac. Try Firefox if you are using a Mac.
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