Quote:
Until recently, LaChania Govan's complaints about Comcast's service seemed relatively tame. The 25-year-old Elgin mother of two said she was put on hold, disconnected, even transferred to the Spanish language line.
But after persistent problems with her digital recording system forced her to make dozens of calls to the cable company in July, her August bill came with a change really worth complaining about: In place of her name were the words "***** Dog."
"I could not believe it," said Govan, who works in customer service for a credit card company.
She said she immediately called Comcast to cancel her service and was sent to an operator.
"She asked me for my name. I said, `You really don't want me to go there,'" Govan said.
[...]
A Comcast official said Tuesday the company was aware of the incident and that the bogus name change was authentic but said she couldn't discuss the specifics until the company discovered how it occurred.
[...]
Martin Cohen is executive director of the Citizens Utility Board of Illinois, which handles complaints about utility and other service providers. Although Govan's troubles aren't all that common, the organization learned this week about a similar case involving a Peoples Energy customer, he said.
In that case, Jefferoy Barnes, 44, of Maywood received four pieces of mail from the company that included the words "******* bag" in the line with his name.
[...]
After a reporter inquired about the problem Tuesday, a company spokeswoman said the employee responsible was being fired.
"We have identified the representative who is responsible for this change, and this person is being fired immediately," Elizabeth Castro said.
[...]
Barnes said he received an apologetic call Tuesday evening from a company executive.
But more than a week after receiving her bill, Govan has not heard back from Comcast, she said.
Her August bill for $77.50 came after a month in which she estimates she called Comcast 40 times because of repeated problems with a new digital recording box.
Govan, who does not speak Spanish, said she didn't appreciate being transferred to the company's Spanish-language line.
But receiving the bill with the obscene name topped it all, she said.
[...]
Now, with her cancellation request pending, she is simply waiting for the company to show up and disconnect her.
But after persistent problems with her digital recording system forced her to make dozens of calls to the cable company in July, her August bill came with a change really worth complaining about: In place of her name were the words "***** Dog."
"I could not believe it," said Govan, who works in customer service for a credit card company.
She said she immediately called Comcast to cancel her service and was sent to an operator.
"She asked me for my name. I said, `You really don't want me to go there,'" Govan said.
[...]
A Comcast official said Tuesday the company was aware of the incident and that the bogus name change was authentic but said she couldn't discuss the specifics until the company discovered how it occurred.
[...]
Martin Cohen is executive director of the Citizens Utility Board of Illinois, which handles complaints about utility and other service providers. Although Govan's troubles aren't all that common, the organization learned this week about a similar case involving a Peoples Energy customer, he said.
In that case, Jefferoy Barnes, 44, of Maywood received four pieces of mail from the company that included the words "******* bag" in the line with his name.
[...]
After a reporter inquired about the problem Tuesday, a company spokeswoman said the employee responsible was being fired.
"We have identified the representative who is responsible for this change, and this person is being fired immediately," Elizabeth Castro said.
[...]
Barnes said he received an apologetic call Tuesday evening from a company executive.
But more than a week after receiving her bill, Govan has not heard back from Comcast, she said.
Her August bill for $77.50 came after a month in which she estimates she called Comcast 40 times because of repeated problems with a new digital recording box.
Govan, who does not speak Spanish, said she didn't appreciate being transferred to the company's Spanish-language line.
But receiving the bill with the obscene name topped it all, she said.
[...]
Now, with her cancellation request pending, she is simply waiting for the company to show up and disconnect her.
Hrmmm.... And I was recently thinking about actually getting cable, too
