By Samantha Vercellino
Last October, Lisa Karmenzind was ready to pull the plug on her Internet, cable and phone bundle from Comcast. Her monthly bill had jumped from $147 to $202, and she could no longer afford the expensive services.
The Peoria-area resident wasted no time trying to sever ties with the world’s largest broadcasting and cabe company, but Comcast wouldn’t have it.
“Comcast said it would renew my package at the same price ($147) because I had been such a loyal customer,” Lisa said. “But the next month my bill had gone up again.”
Again, she tried to cancel her services but had no such luck.
“The representatives kept saying one thing but each month my bill would say something different,” Lisa said. “It continued like this for three months.”
At wit’s end, Lisa turned to her father, Harold LeRoy, who instructed her to call CUB. He knew Illinois’ top utility watchdog could help after reading a story in The CUB Voice about a consumer who had gone through a similar situation. (Check out past CUB Voice newsletters)
Following her father’s advice, Lisa called and spoke to Consumer Rights Associate Carla Colamonici. Carla immediately contacted Comcast and asked that the company to investigate Lisa’s complaint.
Within three days of Carla’s inquiry, Comcast called Lisa and agreed to renew her original bundle. (Plus the company threw in a free digital video recorder [DVR] for good measure.)
Knowing she had won the battle, Lisa called her father to relay the good news.
Harold then took it upon himself to send Carla and the CUB staff a note expressing his gratitude for the watchdog group’s quick action.
“She was very impressed, as I am,” Harold wrote.
If you have questions regarding your utility, phone or cable service, call CUB’s Consumer Hotline like Lisa did, at 1-800-669-5556, for guidance on your rights.