cable chat

analyst Ruby Josephine Louise has entered room
Ruby Josephine Louise
10:20PM
Hello CHRIS_, Thank you for contacting Comcast Live Chat Support. My name is Ruby Josephine Louise. Please give me one moment to review your information.
Ruby Josephine Louise
10:20PM
A pleasant day to you! You have reached the Billing Department. It is a pleasure to chat and assist you.
Ruby Josephine Louise
10:20PM
Hello Chris!
Ruby Josephine Louise
10:21PM
I see that you would like to confirm the 9 AM call
CHRIS
10:21PM
i was told i would get a call at 9am in the morning
Ruby Josephine Louise
10:21PM
I'd be glad to check the account notes for confirmation
CHRIS
10:21PM
can you verify that is logged in my account
Ruby Josephine Louise
10:21PM
Sure! Pulling up the account now
Ruby Josephine Louise
10:21PM
Thanks for logging in
Ruby Josephine Louise
10:23PM
Chris, I see the documentation made by Maria for scheduled phone call at 9 AM to 615-869-8443
CHRIS
10:23PM
good
CHRIS
10:24PM
she wasn't much help so i assume she was just making stuff up
CHRIS
10:24PM
can you share what direction she left for the person that is going to call
CHRIS
10:24PM
me?
Ruby Josephine Louise
10:24PM
I can definitely check, one moment please
Ruby Josephine Louise
10:31PM
Sorry for the delay
CHRIS
10:31PM
has 6 minutes been long enough to check the notes?
Ruby Josephine Louise
10:31PM
Got the details up
Ruby Josephine Louise
10:31PM
I do see that she mentioned that you were questioning on the HBO since it was no longer part of your current package after the change was made
CHRIS
10:31PM
you must have comcast internet for it to take this long
CHRIS
10:32PM
di ddhe note to listen to the call whjere comcast called me today and offer to change me service but just screwed it up
Ruby Josephine Louise
10:32PM
Yes, she noted that as well
Ruby Josephine Louise
10:33PM
You also discussed about the current service as well as the data usage
CHRIS
10:35PM
yeah i was told i was switched to unlimited today
CHRIS
10:35PM
im guess that was a lie
Ruby Josephine Louise
10:39PM
One moment please, I'm double checking the included services in your package
Ruby Josephine Louise
10:43PM
Alright , I can see that your package includes the unlidata usage so you can be sure there will be no additional charge
Ruby Josephine Louise
10:45PM
So just to clarify, your package includes 140+ channels, 250 Mbps, unlimited data usage, X1 cloud DVR service, and 3 months free HBO
Ruby Josephine Louise
10:45PM
Your monthly rate including taxes would be $148.00
Ruby Josephine Louise
10:46PM
Your next bill due on 6/28 is $142.44
CHRIS
10:46PM
how is my monthly rate 148 but my next bill 142
CHRIS
10:47PM
and why was hbo cut from my package
Ruby Josephine Louise
10:47PM
Comcast bills in advance so your next bill will have prorated charges and credits hence the balance for next bill is only $142.44
CHRIS
10:47PM
i asked specifically during the call and was told it was included like it has been for the last 13 months i have been a paying custmore
CHRIS
10:48PM
does that make to sense at all?
CHRIS
10:48PM
so is my bill $15 dolloar less per month now basedon the changes today ?
CHRIS
10:49PM
i waas told that today but is sounds like another lie
Ruby Josephine Louise
10:49PM
Your monthly rate of $148 includes the following charges: $110.00 bundle + $19.90 for 2 additional boxes + $18.10 taxes and fees
CHRIS
10:49PM
I only have 2 boxes period
CHRIS
10:49PM
check my account for yesterday
Ruby Josephine Louise
10:50PM
Hmm, so the main box and 1 additional, correct?
CHRIS
10:50PM
yes
CHRIS
10:51PM
do yo see why i am mad at the poor service and lies?
Ruby Josephine Louise
10:51PM
Yes, you're right. I only see 2 cable boxes on the equipment. Oh my, the second charge is incorrect. Hold on please, let me remove this second box charge
CHRIS
10:51PM
is there a manager there that i can talk to or does comcast not value me as a customer
Ruby Josephine Louise
10:54PM
I understand . You currently have a supervisor call back but if you like I can connect you to a supervisor here on chat.
CHRIS
10:56PM
so you don't value me as a customer? I can't even talk to someone when i'm obvioulsy being over billed?
Ruby Josephine Louise
10:57PM
Chris, I assure you that I do value you hence I am removing the second box charge since that is an error and I am offering to connect you to a supervisor here on chat if you don't like to wait for the call back
Ruby Josephine Louise
10:57PM
Here's an update
Ruby Josephine Louise
10:58PM
Removed second box charge of $9.95 as of 5/20 , confirmation # is 1000516127582107
Ruby Josephine Louise
10:58PM
Your next bill is now down to $118.90
Ruby Josephine Louise
10:58PM
Your new monthly is now down to $136.41 including taxes
CHRIS
11:00PM
and do i have hbo ongoing like i did this morning before someone messed it up?
Ruby Josephine Louise
11:01PM
My apologies as the current package does not include it however, we were able to add it for 3 months free
CHRIS
11:03PM
well it suppose to be ongoing. please correct
CHRIS
11:04PM
i'll wait here while yo do
Ruby Josephine Louise
11:04PM
I really apologize however, I only have 3 months free.
CHRIS
11:04PM
]what was the name of my tv package this morning
CHRIS
11:05PM
and what is it now
Ruby Josephine Louise
11:06PM
It was Starter Double Play ; it is currently X1 Starter Extreme Double Play
CHRIS
11:07PM
what is the "extreme" for?
Ruby Josephine Louise
11:07PM
That's the name of the internet plan you have: EXtreme 250
Ruby Josephine Louise
11:08PM
Previous service was Blast internet which has 75 Mbps
CHRIS
11:09PM
i had a 100 mps before
CHRIS
11:11PM
and my tv package for the last 13 months was the "double play" and had hbo
Ruby Josephine Louise
11:11PM
Ah, yes, Nashville area has Blast at 100 Mbps
CHRIS
11:11PM
and today my "double play package doesn't have HBO?
Ruby Josephine Louise
11:12PM
I understand the confusion this has caused. Your previous package was Starter/Blast double play which included HBO however, the current package is STarter/Extreme which does not include HBO
CHRIS
11:12PM
so whats my internert speed suppose to be now. Because it anit no faster today that it was yesterdayu
Ruby Josephine Louise
11:13PM
The current package includes 250 Mbps
CHRIS
11:14PM
lol
CHRIS
11:14PM
tell your supervisor that he better listen to that sale call before they call me
Ruby Josephine Louise
11:16PM
I see. Shall I proceed in connecting you to my supervisor here on chat or will you wait for a supervisor to call instead ?
CHRIS
11:18PM
can't she call me now?
CHRIS
11:18PM
i think if comcast cared at all you could
Ruby Josephine Louise
11:20PM
Oh, my apologies, the scheduled call back was set to 9 AM but we have supervisors on chat available instead .
CHRIS
11:20PM
call please
Ruby Josephine Louise
11:24PM
I see. The supervisor scheduled at 9 AM will call you to discuss your concerns over the phone
Ruby Josephine Louise
11:25PM
If you would like to speak with a supervisor now, I can connect you via chat
CHRIS
11:26PM
are they going to be any help
Ruby Josephine Louise
11:27PM
I'm sure they will
Ruby Josephine Louise
11:28PM
Alright, I will contact a supervisor now to assist you here on chat
Ruby Josephine Louise
11:28PM
One moment please

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