A recorded conversation between a Comcast customer representative and a tech journalist is sparking widespread attention on how the cable and Internet service provider deals with customers, especially those attempting to discontinue their service.
The phone call placed by Ryan Block, which he disseminated across social media, has shown his situation is not unique and that others have had similar frustrating experiences.
In the days since Block posted the phone call online, others have come forward to tell media outlets of their own frustrating and angering experiences.
"It turned out to be in my deceased husband's name. I told them he was recently deceased. I was told I could not cancel the service; only my husband could!" wrote one woman from the San Francisco Bay Area. She then was forced to take her husband's death certificate to a Comcast office to disconnect the service. She says she hasn't used Comcast since.
Comcast, in response to the public outrage, issued an apology to Block and his wife, adding that they would be investigating the matter.
"We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives," Comcast wrote.
The entirety of the conversation lasted around 10 minutes, and when Block told Comcast that he didn't want to give a reason for his departure, the representative pushed harder.
"Why don't you want faster speed?" the rep persisted. Block patiently responded by asking if was indeed possible to cancel service over the phone. The customer service representative dismissed the question and continued asking why he wanted to leave the company.
"Being that we are the No. 1-provider of Internet and TV service in the entire country, why is it that you aren't wanting to have the No. 1 Internet service, No. 1 TV service available?" the representative asked. "I'm just trying to figure out what it is about Comcast service that you aren't liking, that you aren't wanting to keep. What is it about that service?"
This went on for minutes, before Block chimed in and told the representative that he would no longer talk and wait for the cancellation order to process. This is when the representative appears to give up.
"I'm really sorry to see you go to someone who can't give you what we can, but I'd like to thank you very much for being a great part of Comcast. Have a wonderful day," he tells Block.