A couple who recently tried to cancel part of their Comcast service was stunned to find that the cable giant had changed their billing name to "A**hole Brown."
"I am shocked," Lisa Brown told Christopher Elliot, the blogger who first reported the story.
Image source: Lisa Brown / Elliot.org
Brown said that her family was having financial difficulties and chose to save money by canceling the cable portion of their bill. When she tried to cancel, she was transferred to one of the company's infamous "retention specialists" who attempted to persuade her to keep the service.
“I was never rude,” she told Elliot. “It could have been that person was upset because I didn’t take the offer.”
[sharequote align="right"] “We have zero tolerance for this type of disrespectful behavior..."[/sharequote]
However, soon after she got the bill, Brown noticed that her husband's first name had been substituted for "A**hole."
Comcast has since confirmed the incident and refunded the couple for the past two years of service, in addition to two additional years of service at no charge.
“We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change,” said Steve Kipp, Comcast vice president of communications for the Washington region. “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," he added in a statement to Elliot.
This is not the first time a Comcast customer has had trouble canceling service. Last year, audio of a "belligerent" service representative keeping a customer on the phone for an extended period of time went viral.
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