7 Hours on the Phone with "Support," Closed Tickets, and No Resolutions

I've called numerous times since March 12th, 2025 to have a business bill error corrected according to the language in our contract. First-level supervisors stick to their call flows and have no tangible means of correcting the actual issue. Further, I have had several instances of being cold transferred to departments that have no idea how to help, one call that a representative was extremely unprofessional (dismissed concerns, transferred cold to a voicemail box that was full—and this after being on the phone for 2+ hours).

I've asked for 2nd level supervisors, and [surprise] none are ever available and the 1st level supervisors are the "highest" we can speak to.

To make matters worse, I've had 7 support tickets related to our matter AND customer complaints because of the severe lack of quality customer service that are already closed. No phone call back. No update. No correspondence. Only another incorrect invoice. Really?

If we do not hear from a senior supervisor through corporate offices or customer complaints/retention departments, we will contest our previous charges. We will also contact the FCC and other pertinent local government offices to file official complaints pertaining to unresolved/dismissed customer concerns and breaches of contract.

Responses

Comcast_Ray

Official Employee

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35 Messages

2 months ago

Hi there, user_21169a! Thanks for reaching out today! We are happy to further assist you. We want all concerns handled in a timely manner and understand that was not a top-notch experience. Can you please send us a direct message with your first and last name, the address, and the account number?

To send a direct chat message to "Comcast Business":
Here's the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or go to https://forums.businesshelp.comcast.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there
- As you are typing a drop-down list appears. Select "Comcast Business" from that list
- A "Comcast Business" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it"

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user_21169a

New Member

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3 Messages

@Comcast_Ray

The alleged customer service strikes again!

What's even more fascinating is that I have created a DM and their only next step is to have a "Business Support" member reach out and a ticket be created—except offers to enter a new, more expensive contract!! We've already done this several times! Further, did we not read in this initial thread that ALL tickets to this point have been closed and there's been no RESOLUTION to the problem?

The dialogue from the Comcast representative reads verbatim: "...I do want to let you know ahead of time, my team has limited access with Business accounts, and we can not directly help you with any billing issues/concerns. What we can do is create a ticket to have someone from Business support contact you..."

A truly encouraging reply!

Comcast Business has no interest in addressing customers' concerns or their errors. I know that we're not the only one experiencing similar treatment. They simply want to collect on their contracts without honoring the other party—much less make right terrible experiences on the phone or via e-mail—or their responsibility to offer tangible solutions.

Any other tickets we've had have been closed an no one has reached out to this point!! It's been a month now!

Not only this, but any attempt to have our issues amended, our terrible customer service experience complaint heard/dealt with, OR to speak with someone who actually holds knowledge, answers, and empathy enough to go beyond call and chat scripts or "what the computer will allow us to do" is met with a constant stream of "cookie cutter" e-mails and offers to enter a new agreement benefitting Comcast, including ADDING services that would increase our bill overall!!

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1 month ago

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