Kelly writes:

I purchased a new home last November, and signed up for COMCAST's telephone, internet and cable service shortly thereafter. I wish I knew beforehand that the choice would cost me hundreds of dollars in overcharges and countless hours of stress.

I used COMCAST's online chat to schedule an appointment for installation during the first week of November. The representative told me the charge would be around $60, and said to have cash ready when the technician showed up.

The installation went fine, and I was pleasantly surprised when the technician didn't request any money. He said the bill would come in the mail. When the bill arrived, I noticed that instead of being around $60, COMCAST charged me $107.45.

When I called later to inquire about the fee, I was told that the online representative's original quote was incorrect, and that the $107.45 was actually their normal installation fee. It struck me as a classic example of "bait and switch," but I decided to let it slide.

In March, I purchased a new computer that required installation of a cable card. A COMCAST service technician came to my house on the morning of March 26. I mentioned the situation to him, saying it was important for me to get everything on paper because I didn't want to experience any more surprises. He told me installations were normally free, and that I had most likely been overcharged. He recommended I call COMCAST's 800-number to request a refund.

I did so that afternoon. I talked to Lauren, rep 7K5, who somehow determined that I was overcharged $59.90. (I never understood where she got that figure, but I wasn't about to complain.) She said she would refund the money and it would come off my next bill.

I received my monthly bill a week or two later. I noticed that not only was I NOT refunded the $60, there were also $5.16 in additional, unnecessary charges. (For two digital starters and additional outlets, neither of which I had.)

I called customer support again around 2 p.m. on April 3 and spoke with Helen, ID FFD. She agreed that I was owed $59.90 plus $5.16 in additional charges, and said she would put a new bill in the mail with a refund of $65.06.

Several days later, I received a copy of the same bill in the mail. I called customer service again, this time at 6:30 p.m. on April 8. I spoke with Dan, ID I2C, who told me that the refund would actually be added to the next statement.

I have not received that statement to see if Dan was correct, but I did receive another surprise when I logged onto my online bank account this morning (April 26). There I noticed that only one day after cashing my payment (by check) of $123.29, COMCAST deducted $74.86 out of my bank account for no discernable reason.

I called customer service this morning and reached Monica, ID N1-J. I expressed confusion about the mysterious charge - not only had I just paid my bill, but I paid by check, like I had every single month since I purchased the service back in October.

I realized that COMCAST had gotten my bank account information back in December, when I signed up for automatic payment withdraw. But I cancelled that service shortly afterward, and never processed a payment using that method. Somehow COMCAST had taken the bank account information I gave them in December and used it to siphon money from my account in April.

Monica could not find a reason why my bank account was charged, nor could she identify what the charge was for. She told me she would refund the money back into my account within four to five business days, but by then I had had enough.

It's bad enough to be stuck with over $100 in overcharges. But now I know that COMCAST has access to my bank account, and could pull money from that account without warning or reason. (Is this even legal?) In any case, my trust in COMCAST has been completely shattered. I can only thank God that the unexpected charge didn't cause me any overdraft fees.

Right now COMCAST owes me $139.92. But how many hours have I spent calling customer service, waiting on hold and checking and rechecking bills? Surely that is worth something - as is the unnecessary stress this continues to cause me. Right now I have little faith that COMCAST will even reimburse my $139.92 - but it will take far more than that to convince me not to take my business somewhere else. I'm not talking about getting additional money, but I would look kindly on a goodwill gesture of free or discounted service. If COMCAST is truly interested in keeping me as a customer, then I believe it's only fair.

(Photo: melinda josie)

(Thanks to Erin!)

"Blue iPod Nano" [sdppro]

Howdy Consumeristas.

I just received a holiday present from Time Warner in the mail. They send me out an old bill to my McKinney address, which I haven't lived at in roughly 6 months. I purchased my first home in June of this year and moved my service to the home. I won't even begin to express the hell that was this transfer, as I've already emailed you about this experience.

The bill I just received is for the amount of $24.51, but has no description of the charges, only a channel lineup included. The bill is also addressed to my old address, which hasn't been billed since June. I called customer service to inquire as to why I received this bill. The agent was more than helpful, but informed me she was unable to see that far back in my account and couldn't tell me what the balance is from. She suggested I go to a payment center and "maybe" they can give me more information. Maybe I should jump through hoops to pay this company money for some strange reason as well?

She then went on to tell me my current account seems to show that I have paid this balance, but it never crossed over to the old. She also told me that the old account is 38 days past due, although they clearly know I no longer live at that address, yet sent it there anyways. So I asked her to rectify that as I had apparently already paid this balance of which no one knows is for. Again she wasn't able to do this since she doesn't know what the balance is from.

I've settled for opening an account research ticket and I asked for a supervisor to return my call. Is it usual for businesses to charge people 6 months after they have stopped their service and not give a reason why? I can't believe anyone in their right mind would think this was half way decent and that I should just pay it as she did, despite how friendly she was.

Hopefully they can rectify it, although we all know how these situation tend to play out.

Thanks!

Chris We wouldn't pay it. If it ever shows up on your credit report you can dispute it, and if Time Warner can't even come up with a good reason why you should pay it, they'll have a hard time proving you owe the money. Don't you think?

(Photo:meghannmarco)

Supposedly, a new distribution deal with Coca-Cola combined with a cute advertising campaign featuring people getting smacked on the forehead for not drinking V8 has sent "sales soaring."

Weird. We seriously thought we were the only person on earth who drank V8. No one else we know likes it. We've actually been made fun of for drinking it.

Oh well. V8 is being marketed as a healthier alternative to sodas and even orange juice, because it has less sugar and calories than those drinks. What it does have, however, is lots of sodium: 480mg-710mg per 8 oz, depending on the flavor.

It's also being touted as a veggie substitute, which it really isn't, unless you're one of those people who think of french fries and ketchup as a "vegetable." Then by all means, drink more V8. Buy a case. We recommend the spicy one.

A veggie tale: Why are Campbell's V8 juices suddenly selling? [Newsday]

The woman at AT&T told me I received it because AT&T no longer provided telecom service to the Penn State campus - where I haven't lived for 8 years (because I am 100). I'm not sure what went down so that they're sending me almost three whole dollars, but it's three dollars I didn't have this morning, so... Aces.

Bill writes, "I've got that $2.82 check beat. In September of last year, I got a check from "The New AT&T"
for 26 cents. And from a few years ago, I got a check from SBC for ONE PENNY."

Apple encourages all MacBook owners, even if you got your heatsink repaired, to install the upgrade.

Lifehacker says that Apple says the new firmware improves the MacBook's internal monitoring system.

This is pretty geeky for us to talk about but seeing as we reported on the problem, it's only fair we report the solution.

MacBook SMC Firmware Update 1.1 [Apple via Lifehacker]

Symptoms:
• Shuts down unexpectedly 'bout 10 times a day.
• Boots after 10-20 times pushing the power button.
• Only shows vertical stripes.
• Only shows horizontal stripes.
• Shuts down after playing Quicktime movies.
• Won't stay on.
• Shuts down after ac adaptor is removed.
...And many more!

A recent Apple firmware update is supposed to resolve the issue but some consumers say that hasn't helped either.

Any readers suffering from RSS?

The article goes on to say that if you purchased 'A Million Little Pieces' from a bookstore, you'll have to take it up with the retailer in question. (Thanks, Jessica! Is this what happens when all the Gawker sites die? We get tips? )

Update: Random House says their refund policy is nothing new. Still no statement as to whether or not publishing fiction as 'memoirs' is a long-standing tradition.