This takes talking about a customer to a whole new level. A couple recently tried to cancel the cable portion of their Comcast service after they began to experience financial difficulty. When they received their bill they were in for a big surprise to see a drastic and inappropriate name change.
"Comcast gave one of their customers a really pleasant surprise. Printed out a bill and gave it to the customer, Lisa Brown, and she noticed something unusual on -- on the bill. And it wasn't really the total amount due which was $230.89. It wasn't the new charges summary where she had the partial month charges and credits. And, of course, the Xfinity internet. She probably has one of those, you know, package deals where she has internet, phone, cable on it. It was the name of the customer. Her name is Lisa Brown, they wrote A-hole Brown on there," Pat said.
"Well, everyone makes mistakes. And I will say this, Pat, if you look at your keyboard, if you happen to be around a computer, you'll notice that the L and A are only as far away from each other as possible. So you can easily make that mistake," Stu joked.
"So she was shocked, and she called and complained. Her family apparently having some financial difficulties, and they chose to save money by canceling the cable portion of the bill. When she tried to cancel, she was transferred to the retention specialists. These are the people that won't allow you to cancel your service. They're the most obnoxious beings on the planet. We've played audio on them. We've had two or three. Remember the one that was on for nine minutes trying to tell the guy that he didn't want to cancel his service. That's all he wanted to do," Pat explained.
"[Lisa] believes it was the person, the retention specialist that wrote it down because she decided to not be retained on the cable service. So she called the company back, complained about it, said that the first name had been substituted for A-hole and Comcast looked into it and confirmed that it did, in fact, happened. And to their credit, I mean, they did something pretty decent. They gave them credit for the past two years of service. Two years of free service is pretty decent," he continued.