Another Comcast Problem

BC writes:

I obtained service from Comcast upon my move to a new home in May 2009.  With the Comcast service working intermittently and promised repairmen who didn’t honor appointments, we decided it was time for the breakup.  I was naïve when I thought this would be easy.  This move has cost me hours of frustration and high blood pressure. I was due $76.79 for service I was charged for in advance and did not use.  In addition, I was required to turn in a modem in order to qualify for the refund.  I jumped through hoops and did everything that was asked of me.  I obtained a receipt for the equipment I returned and was promised a full refund within 4-6 weeks.  Six weeks later, and no refund, I began calling Comcast to inquire about my refund.  I was told the equipment was never turned in so I provided proof by faxing a copy of the receipt I was given…checkmate.  In anticipation of this, they responded with the excuse that the equipment wasn’t in their inventory and IF they found it, then I would receive a refund…”back at ya, buddy”.  This was an unacceptable response for me and after speaking with CSA stallers at the street level, I could see the writing on the wall and quickly contacted the office of the President, Brian Roberts at 215-665-1700 on 9/22/2009.  My call was promptly intercepted and I spoke with Farrah Lively—executive assistant to the president.  She assured me that the actions of the CSA were not correct and that the problem would be resolved immediately; in fact,  I would receive a return call that same day….I held my breath….and passed out.  Here is a recap of the events:
8/10/2009 - Tonya (CSA #5770) tells me to expect a refund within 4 weeks (she was a street level CSA)
9/21/2009 – Spoke to another CSA who told me that Comcast would have to inventory equipment to see if they could locate the equipment that I turned in.  I asked to speak to a supervisor and was transferred to Shannon (employee #4380).   She tells me to expect a refund within a few days.
9/22/2009-  I called the office of the President, Brian Roberts (215-665-1700) , asked to speak with the President but was intercepted by Farrah (regional executive office).  She told me someone would call me back.
9/23/2009 – Gina (Comcast regional executive office 703-789-8171) calls and informs me a refund would be mailed on 9/28/2009
10/1/2009 – Where’s my check?  Elaine Squires (office of the President) tells me someone would call me….I hold my breath and pass out…again
10/2/2009 – Farrah Lively tells me a check was mailed 9/28/2009 and that it was in the hands of the United States Postal Service (I bet the USPS loves this endorsement from a fine organization like Comcast)
10/5/2009 – Elaine called me from the regional office and said the check didn’t really go out and it would be another 2 weeks due to lack of information.  When I asked what information she needed, she couldn’t answer me.  “Hey”, she informs me, “Washington Gas owes me money and it’s been six months”….oh, OK, that makes this ordeal acceptable?  Where do they get these people?
10/5/2009 -  I again contact the office of the President, Mr. Brian Roberts.  I asked to speak with the President and again I am intercepted, this time by with Tema Burton who tells me the “executive” office couldn’t do anything and that refunds are issued at the regional office (that would be Elaine) and I have haunting visions of a hamster on a wheel.
Here I am…still waiting for my money.  When I call the office of the President I doubt he really exists at this point since he won’t speak to me, and he appears eerily similar to the shadow man, Mr. Big, on the old Rocky and Bullwinkle cartoons.  “The check’s in the mail” is the quote of the month, and Elaine is still waiting for her refund from Washington Gas.   I just want my refund for service for which I prepaid and was intermittent at best.  I sure hope this story has a happy ending.  If I don’t get my refund by 10/10/2009  (this would represent 2 months I have waited for my refund) I am sending this  story to the Washington Post, I understand they have a great sense of humor and love a good story, especially the ones about the little people who have been jerked around by big business.  Truth really is stranger than fiction so I ask you to stay posted for the next chapter in this saga.  Let’s hope Comcast does the right thing and refunds my money…I’ll let you know after 10/10/2009.  Oh, I forgot to say that I am retired and have been looking for a new purpose in my life….I think I found it!  I’ll also let you know if the President, Brian Roberts, steps out of the shadows from behind the women who are his appointed “guards of the castle” and speaks to me.  I am sending this to him now at Brian_Roberts@comcast.com   Stay tuned!

What should have Comcast done differently:
Comcast should have been more professional in dealing with their customers.  They should also honor refunds instead of hiding from their financial obligations.