AMERICA’S most hated company has struck again — and this time it’s personal.
Washington woman Lisa Brown was shocked to receive her cable bill this week from notorious telco giant Comcast, only to find her husband’s name had been changed.
Instead of “Ricardo Brown”, it read “Asshole Brown”. Seriously.
Comcast, the company which famously got a customer fired from his job after he complained about poor service, has apparently been taking all the criticism to heart.
Consumer advocate and journalist Christopher Elliott says when he was contacted by Ms Brown with her story, he initially thought it was a practical joke.
But sure enough, the name change was legit. He says Ms Brown tried to have the name fixed herself, visiting her local Comcast branch and phoning the regional office, to no avail.
So Elliott contacted Comcast himself to find out what its records said. “It’s fairly easy for any customer to doctor a photo of a bill to shame a large company, so I wanted to make sure Comcast was seeing the same thing,” he wrote on his blog. “It was.”
That obviously set off alarm bells — a few minutes later, he received a phone call from Comcast’s regional vice president of communications, Steve Kipp.
“We have spoken with our customer and apologised for this completely unacceptable and inappropriate name change,” Mr Kipp told Elliott.
“We have zero tolerance for this type of disrespectful behaviour 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.”
Ms Brown told him she was “shocked”. Asked why an employee might want to change her husband’s name, she said she had earlier tried to cancel the cable portion of her account to save money.
Rather than complying immediately, Comcast had “escalated” her call to one of its notoriously pushy “retention specialists”, who tried to persuade her to keep the service and sign a new two-year contract.
“I was never rude,” she told Elliott. “It could have been that person was upset because I didn’t take the offer.”
Her husband’s name has since been fixed, Comcast has apologised, and she has been offered a full refund for the last two years of service and another two years of free service.