Dear ABC News Fixer: I Just Want My Refund From Comcast!

PHOTO: A man who claims Comcasts failure to fix a mistaken charge on his account hurt his credit rating, and cost him $26,000, can pursue breach of contract and negligence claims against the company, a federal judge ruled.

Dear ABC News Fixer: I just want my refund from Comcast! It's only 60-something dollars, but I am so frustrated.

I moved across town at the end of October. I had Comcast cable and Internet at my previous residence but decided to switch to satellite when I moved.

After the switch, I promptly mailed my old equipment to Comcast and then called to confirm that it had been received.

They had told me I had a $60 credit that would be refunded as soon as they received the equipment. About a month later, I still hadn't received the refund, so I called and was told that only my cable receiver had been returned -- not my cable modem.

Editor's Picks

The problem is I never had a Comcast cable modem. I had purchased a Zoom cable modem from Best Buy.

I have called Comcast countless times and I'm always told that my refund hasn't been processed because my modem wasn't returned. When I explain, the rep always verifies that the modem listed on my account is a Zoom modem and always promises to put in a request to have the account updated (apparently this is something that has to come from a higher level). But the refund never comes through. Help!

- Kristen Lucas, Houston, Texas

Dear Kristen: By the time you came to the ABC News Fixer, you had spent four months and dozens of phone calls in a New York City Marathon-level runaround.

Apparently, no one was able to figure out how to note on your account that you couldn't return a modem you never had.

Happily, we were able to cut through the red tape. We got in touch with Michael Bybee, a senior PR manager at the cable giant, and he got on the case immediately. He called you personally to apologize for the holdup; you got your $66.93 refund a few days later.

- The ABC News Fixer

Got a consumer problem? The ABC News Fixer may be able to help. Click here to submit your problem online. Letters are edited for length and clarity.

Follow The ABC News Fixer on Twitter

Join the Discussion
blog comments powered by Disqus
You Might Also Like...