user Traci_ has entered room


Traci(Tue Sep 15 2009 17:14:38 GMT-0400 (Eastern Daylight Time))>

I have been waiting on a refund check since 7/8/09. I was told 4 to 6 weeks. It is now 10. Where is my refund?

 

analyst Bobrisha has entered room


Traci_(Tue Sep 15 2009 17:22:15 GMT-0400 (Eastern Daylight Time))>

hello


Bobrisha(Tue Sep 15 2009 17:22:17 GMT-0400 (Eastern Daylight Time))>

Hello Traci_, Thank you for contacting Comcast Live Chat Support. My name is Bobrisha. Please give me one moment to review your information.


Bobrisha(Tue Sep 15 2009 17:22:19 GMT-0400 (Eastern Daylight Time))>

Thank you so much for choosing comcast my name is Bobrisha i will be the representative who will be assisanting you today, can i get you to provide me with your Account number or telephone number that is associated with your account?


Traci_(Tue Sep 15 2009 17:22:49 GMT-0400 (Eastern Daylight Time))>

Account number *****************

Traci_(Tue Sep 15 2009 17:26:42 GMT-0400 (Eastern Daylight Time))>

are you still there?

Bobrisha(Tue Sep 15 2009 17:27:15 GMT-0400 (Eastern Daylight Time))>

Yes


Traci_(Tue Sep 15 2009 17:27:22 GMT-0400 (Eastern Daylight Time))>

ok

Bobrisha(Tue Sep 15 2009 17:29:49 GMT-0400 (Eastern Daylight Time))>

What is the address on the account


Traci_(Tue Sep 15 2009 17:30:20 GMT-0400 (Eastern Daylight Time))>

*************, Blacksburg, VA 24060. I have confirmed that the check should be sent there 2x now. Once in July and once in August.


Traci_(Tue Sep 15 2009 17:30:33 GMT-0400 (Eastern Daylight Time))>

The service was at *********** in Champaign IL 61820.


Bobrisha(Tue Sep 15 2009 17:30:58 GMT-0400 (Eastern Daylight Time))>

okay.  just give me one moment


Traci_(Tue Sep 15 2009 17:31:17 GMT-0400 (Eastern Daylight Time))>

i'm unemployed. i had a family medical issue that caused a problem. am i ever going to get this money?

Bobrisha(Tue Sep 15 2009 17:34:05 GMT-0400 (Eastern Daylight Time))>

I'm sorry to hear this.  Give me one moment and I'll be happy to help you.

Bobrisha(Tue Sep 15 2009 17:45:56 GMT-0400 (Eastern Daylight Time))>

What i will need to do is get you over to a department that able to pull up your account so they can further assist you.


Traci_(Tue Sep 15 2009 17:46:03 GMT-0400 (Eastern Daylight Time))>

okay


Traci_(Tue Sep 15 2009 17:46:23 GMT-0400 (Eastern Daylight Time))>

what do i do?

Bobrisha(Tue Sep 15 2009 17:47:03 GMT-0400 (Eastern Daylight Time))>

Give me just a brief moment why I get you over.

Bobrisha(Tue Sep 15 2009 17:49:49 GMT-0400 (Eastern Daylight Time))>

Please wait, while the problem is escalated to another analyst

 

analyst Rosal has entered room


Traci_(Tue Sep 15 2009 17:49:53 GMT-0400 (Eastern Daylight Time))>

hello


Rosal(Tue Sep 15 2009 17:49:59 GMT-0400 (Eastern Daylight Time))>

A Comcastic day to you! I would be very glad to help you with your concern for today.

Rosal(Tue Sep 15 2009 17:50:45 GMT-0400 (Eastern Daylight Time))>

I understand that you want to inquire about your refund, is this correct?


Traci_(Tue Sep 15 2009 17:50:44 GMT-0400 (Eastern Daylight Time))>

yes

Rosal(Tue Sep 15 2009 17:51:15 GMT-0400 (Eastern Daylight Time))>

I can definitely assist you with your concern.


Rosal(Tue Sep 15 2009 17:51:17 GMT-0400 (Eastern Daylight Time))>

To make sure that I could pull up the right account, may I verify the account number or the last four of the account holder's SSN, please?


Traci_(Tue Sep 15 2009 17:51:24 GMT-0400 (Eastern Daylight Time))>

****


Rosal(Tue Sep 15 2009 17:51:35 GMT-0400 (Eastern Daylight Time))>

Thank you. Please give me a minute or two to review your account.

Rosal(Tue Sep 15 2009 17:54:05 GMT-0400 (Eastern Daylight Time))>

Please do bear with me, Traci.


Traci_(Tue Sep 15 2009 17:54:11 GMT-0400 (Eastern Daylight Time))>

ok

Rosal(Tue Sep 15 2009 17:55:05 GMT-0400 (Eastern Daylight Time))>

By the way, how are you doing today?


Traci_(Tue Sep 15 2009 17:55:41 GMT-0400 (Eastern Daylight Time))>

I'm fine. You?

Rosal(Tue Sep 15 2009 17:56:01 GMT-0400 (Eastern Daylight Time))>

I am very glad that you are doing fine.


Rosal(Tue Sep 15 2009 17:56:10 GMT-0400 (Eastern Daylight Time))>

I am doing very well. Thank you for asking.

Rosal(Tue Sep 15 2009 17:57:32 GMT-0400 (Eastern Daylight Time))>

Traci, were you informed of the credit that should be applied to the account?


Traci_(Tue Sep 15 2009 17:57:51 GMT-0400 (Eastern Daylight Time))>

I have a receipt that indicates a $300.00 refund


Traci_(Tue Sep 15 2009 17:58:14 GMT-0400 (Eastern Daylight Time))>

from my return of two cable boxes on 7/8/09


Traci_(Tue Sep 15 2009 17:58:40 GMT-0400 (Eastern Daylight Time))>

I was told at the time it would take 4 weeks. I confirmed my mailing address at that time.


Traci_(Tue Sep 15 2009 17:59:17 GMT-0400 (Eastern Daylight Time))>

I called in 8/17/09 and was told that they saw the credit and I should allow more like 6 weeks. I confirmed the mailing address again at that time.

Rosal(Tue Sep 15 2009 18:00:07 GMT-0400 (Eastern Daylight Time))>

I will check that for you.

Rosal(Tue Sep 15 2009 18:02:53 GMT-0400 (Eastern Daylight Time))>

May I have your account number please?


Traci_(Tue Sep 15 2009 18:03:48 GMT-0400 (Eastern Daylight Time))>

> 

 

Account number *************

Rosal(Tue Sep 15 2009 18:04:38 GMT-0400 (Eastern Daylight Time))>

Thank you.

Traci_(Tue Sep 15 2009 18:07:18 GMT-0400 (Eastern Daylight Time))>

May I ask what the confusion is?


Rosal(Tue Sep 15 2009 18:07:52 GMT-0400 (Eastern Daylight Time))>

I do understand your concern Traci.


Rosal(Tue Sep 15 2009 18:08:07 GMT-0400 (Eastern Daylight Time))>

May I verify your billing address please?


Traci_(Tue Sep 15 2009 18:08:24 GMT-0400 (Eastern Daylight Time))>

Bobrisha(Tue Sep 15 2009 17:29:49 GMT-0400 (Eastern Daylight Time))>

 

What is the address on the account

 

 

Traci_(Tue Sep 15 2009 17:30:20 GMT-0400 (Eastern Daylight Time))>

 

***************, Blacksburg, VA 24060. I have confirmed that the check should be sent there 2x now. Once in July and once in August.

 

 

Traci_(Tue Sep 15 2009 17:30:33 GMT-0400 (Eastern Daylight Time))>

 

The service was at ************** in Champaign IL 61820.

Rosal(Tue Sep 15 2009 18:12:40 GMT-0400 (Eastern Daylight Time))>

Traci, since you have moved to new address, we need to set up an agreement with the local office since they will be the ones who will send the check to your current address.


Traci_(Tue Sep 15 2009 18:12:52 GMT-0400 (Eastern Daylight Time))>

Um, why. I have no cable service here.


Traci_(Tue Sep 15 2009 18:13:12 GMT-0400 (Eastern Daylight Time))>

And if this is the case, why have I been told twice that the check was on the way?


Rosal(Tue Sep 15 2009 18:13:25 GMT-0400 (Eastern Daylight Time))>

I do understand that.


Rosal(Tue Sep 15 2009 18:13:57 GMT-0400 (Eastern Daylight Time))>

I sincerely apologize that you were not informed about this, Traci.

Rosal(Tue Sep 15 2009 18:16:46 GMT-0400 (Eastern Daylight Time))>

Do not worry, I will make proper notes on the account.


Rosal(Tue Sep 15 2009 18:16:53 GMT-0400 (Eastern Daylight Time))>

Traci, are you still there?


Traci_(Tue Sep 15 2009 18:19:06 GMT-0400 (Eastern Daylight Time))>

yes, i'm here, but seriously displeased

Rosal(Tue Sep 15 2009 18:20:04 GMT-0400 (Eastern Daylight Time))>

I do understand your frustrations, Traci.

Rosal(Tue Sep 15 2009 18:21:06 GMT-0400 (Eastern Daylight Time))>

I assure you that once you contact the local office, this issue will be resolved since they are the ones sending the check to your current address.


Traci_(Tue Sep 15 2009 18:21:23 GMT-0400 (Eastern Daylight Time))>

are you serious? I have to call the local people, with whom I do not have or want service now?


Traci_(Tue Sep 15 2009 18:21:33 GMT-0400 (Eastern Daylight Time))>

And then wait another 4 to 6 weeks?

Traci_(Tue Sep 15 2009 18:23:09 GMT-0400 (Eastern Daylight Time))>

This house already has Comcast, by the way. I am just not the homeowner.

Rosal(Tue Sep 15 2009 18:25:55 GMT-0400 (Eastern Daylight Time))>

Thank you so much for patiently waiting, Traci.


Rosal(Tue Sep 15 2009 18:26:44 GMT-0400 (Eastern Daylight Time))>

Here is what I am going to do, I will follow up on the refund.

Rosal(Tue Sep 15 2009 18:27:14 GMT-0400 (Eastern Daylight Time))>

I am also processing a follow request to have it mailed to you the soonest possible time.


Rosal(Tue Sep 15 2009 18:27:40 GMT-0400 (Eastern Daylight Time))>

By the way, may I please have the best day time phone number to reach you?


Traci_(Tue Sep 15 2009 18:27:43 GMT-0400 (Eastern Daylight Time))>

okay, and what am I supposed to do next?


Traci_(Tue Sep 15 2009 18:27:58 GMT-0400 (Eastern Daylight Time))>

the phone number is **********

Rosal(Tue Sep 15 2009 18:28:21 GMT-0400 (Eastern Daylight Time))>

Noted, Traci.

Rosal(Tue Sep 15 2009 18:29:03 GMT-0400 (Eastern Daylight Time))>

I hope that it is not too much to ask to give us more time to have it processed and followed up for you.


Traci_(Tue Sep 15 2009 18:29:23 GMT-0400 (Eastern Daylight Time))>

I don't understand what I'm supposed to call and tell the local office.

Rosal(Tue Sep 15 2009 18:31:40 GMT-0400 (Eastern Daylight Time))>

Kindly inform the representative from the local office of your refund concern.

Rosal(Tue Sep 15 2009 18:32:12 GMT-0400 (Eastern Daylight Time))>

Do not worry as detailed notation is placed on the account for quick and easy reference once you call in, Traci.

Traci_(Tue Sep 15 2009 18:33:41 GMT-0400 (Eastern Daylight Time))>

okay. when I call the 800 number will they route me to the local office, or do I need a specific number?


Rosal(Tue Sep 15 2009 18:34:23 GMT-0400 (Eastern Daylight Time))>

Let me go ahead and get the center details for you, Traci.


Traci_(Tue Sep 15 2009 18:34:25 GMT-0400 (Eastern Daylight Time))>

okay


Traci_(Tue Sep 15 2009 18:34:41 GMT-0400 (Eastern Daylight Time))>

they do not publish a local phone number here. only the tollfree.

Rosal(Tue Sep 15 2009 18:36:20 GMT-0400 (Eastern Daylight Time))>

The phone number is 1-888-375-4888.


Traci_(Tue Sep 15 2009 18:36:27 GMT-0400 (Eastern Daylight Time))>

okay, I'll try that.

Rosal(Tue Sep 15 2009 18:37:04 GMT-0400 (Eastern Daylight Time))>

Thank you, Traci.


Rosal(Tue Sep 15 2009 18:37:19 GMT-0400 (Eastern Daylight Time))>

Rest assured that everything is taken cared  of.


Traci_(Tue Sep 15 2009 18:38:20 GMT-0400 (Eastern Daylight Time))>

okay.

Rosal(Tue Sep 15 2009 18:38:42 GMT-0400 (Eastern Daylight Time))>

Do you have other concerns for today?


Rosal(Tue Sep 15 2009 18:38:50 GMT-0400 (Eastern Daylight Time))>

I am willing to help you.


Traci_(Tue Sep 15 2009 18:39:20 GMT-0400 (Eastern Daylight Time))>

no. not with comcast.


Traci_(Tue Sep 15 2009 18:39:25 GMT-0400 (Eastern Daylight Time))>

goodbye

Rosal(Tue Sep 15 2009 18:39:40 GMT-0400 (Eastern Daylight Time))>

We strive to exceed your expectations and hope that you will take a moment to complete the 3 question survey that will follow our interaction, your feedback will help us to continue improving how we serve you.


Rosal(Tue Sep 15 2009 18:39:42 GMT-0400 (Eastern Daylight Time))>

Do you want to watch full TV shows and movies online? Go to www.fancast.com

Thank you for choosing Comcast as your cable TV provider and have a great day! Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists 24 hour a day, 7 days a week at http://www.comcastsupport.com/videochat To close this chat, please click the "End Session" button at the top of your chat window.


Rosal(Tue Sep 15 2009 18:39:52 GMT-0400 (Eastern Daylight Time))>

Take care and God bless you.