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Comcast has issued an apology to a customer whose name was changed to ‘a–hole’ on their phone bill.
Lisa Brown, a Spokane, Wash. resident who volunteers her time at a missions organization, told consumer advocate and journalist Christopher Elliott, who runs a website called Elliott.org, that the cable provider replaced her husband’s first name, Ricardo, with the profanity on their phone bill after she called to discontinue the cable portion of the account.
After trying multiple times to have the name fixed, calling senior Comcast Washington employees and visiting local offices to correct the bill, her efforts proved unsuccessful.
Brown claims she called Comcast to quit the service for financial reasons and was transferred to a retention specialist, who tried to sway her into signing up for a new, two-year contract. The specialist then charged Brown a $60 cancellation fee after she turned down the contract; the name change appeared following the phone call.
Elliott contacted Comcast on behalf of Brown to see if his efforts would prove successful. Shortly after reaching out to the service provider, Comcast vice president of communications for the Washington region Steve Kipp called Elliott.
“We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change,” Kipp said. “We have zero tolerance for this type of disrespectful behavior and are conducting a thorough investigation to determine what happened. We are working with our customer to make this right and will take appropriate steps to prevent this from happening again.”
Senior vice president, customer experience for Comcast Cable Charlie Herrin also issued a statement on the company website in response to the incident: “It’s a privilege to have customers use our products and to have them invite us into their homes. Each and every customer deserves to be treated with respect, and in a recent situation with a customer in Spokane that clearly didn’t happen. We have apologized to our customer for this unacceptable situation and addressed it directly with the employee who will no longer be working on behalf of Comcast. We’re also looking at a number of technical solutions that would prevent it from happening moving forward.”
As of 3:30 a.m. on Jan. 29, Brown says, “Comcast did not give me two years free. Just the refund of two years.”
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