Frank from Comcast (comcastcares on Twitter) really came through for me.  I came across his Twitter profile over the weekend and thought, “what the heck is Comcast doing on Twitter?” Then I read his responses to other Twitter followers and he was doing a great job of helping them solve anything from technical problems to rampant customer service issues.  He just seemed nice and really helpful.

Having just gone through my own issues with Comcast earlier in the week, I was almost tempted to let loose a rant via direct message but he seemed like a nice guy.  So I sent a message him stating that I had a post going live on Monday about the Comcast issues here in the DC area because, well, it’s just a different breed here.  If you read that post then you know where I’m coming from on this issue, better yet, if you live here and have Comcast we are –>here<–

Frank replied that he’d really like to help and told me to send me the account number and so I did.  I also sent him a preview of my post to give him an idea of what I’d been dealing with.  My husband was to also send him a copy of the letter we were planning to send to Comcast but Frank said those go to him anyway.  Well, the next day we received a call from Rick, who credited our account the balance we were due because of a billing issues.

They deducted $314 from our account when they told us previously no longer had direct debit set up with them.  Our bill was $314 because the system stopped debiting the account balance and that became 2-3 months of overdue cable bills based on a promotion.  So we asked for the current promotions and if they could retroactively credit our account, hey if you want something why not ask for it.  After a few calls about the billing and other technical issues related to the Internet service, one rep stated that he would credit the account retroactively.  We even made a payment to satisfy the bill.  All was to be well.

They still deducted $314 through the direct debit we had been told was nonexistent.

Now do you see why I was pissed?  And, make no mistake, in all my years of dealing with Comcast, I knew we weren’t getting a refund and what made it worse is that I wanted to leave and go to Verizon.

Rick/Frank were able to review the account see that we were having problems in this respect.  I was surprised because of the speed and attentiveness these guys brought to our situation.  Having gone through the motions with the call center reps was draining and so this was a breath of fresh air and those guys need to be heading the customer service training department at Comcast.  Seriously.

I am happy with the service I received from Frank and Rick, still Comcast has a lot of work to do.  Nevertheless I am happy that they are working on these issues one customer at at time because it’s easy to conclude sometimes that perhaps Comcast doesn’t care, when in fact they do.

So if you need help around your Comcast issues, please don’t hesitate to contact Frank on Twitter and see if he can handle it for you.