Wednesday, April 23 2014, 09:23 AM MDT
Company Owes Woman Money But Sends Her To Collections
(KUTV) If you cancel a service, you’d expect the company to stop taking money from you, right?
A South Jordan woman cancelled her service with Comcast, but the company continued to take money from her for over a year. Then, she was sent to collections.
When the company said they didn’t know how to make it right, 2News Matt Gephardt begin investigation.
Rachel Gray runs Summit View Health Center in South Jordan, so she’s familiar with both setting up and cancelling accounts, but she never imagined the ordeal she’d have to go through when her family decided to cancel their internet service with Comcast.
“We decided to switch from Comcast to Qwest,” Rachel says.
Nearly 2 years ago, Rachel says she called Comcast and told them to cancel her account and stop the auto-payments.
“A couple months later I noticed they were still taking money out of my account,” Rachel explains.
Rachel called Comcast again. She says they told her they’d stop the auto-payments and immediately refund her the money they had taken out after she cancelled. However, Comcast didn’t do either. So, this time Rachel called her bank and told them to forbid Comcast to take any more money out of her account—but that back fired. “I was sent to collections,” she says. “They owe me money, they stole money from me, they won’t give it back, but they sent me to collections.”
Rachel had had enough of fighting with Comcast on her own and decided to “Get Gephardt.”
Matt called Comcast on Rachel’s behalf and spoke to someone in the corporate communications department. They didn’t want to talk on camera, but they told 2News they knew all about Rachel’s problem and they said they had already processed Rachel a check before 2News called them. They did not say why it took so long to arrive.
Sure enough, two weeks after 2News spoke to Comcast, Rachel’s refund finally arrived in the mail. She is now repaid for two years of service that went un-cancelled.
In a statement, Comcast tells 2News they “Make every effort to address customer concerns.”
Rachel says she would have appreciated a little more effort.
(Copyright 2013 Sinclair Broadcasting Group)