Comcast's has apologized for its blunder, which first appeared on Christopher Elliot's consumer advocate blog after a customer's name was changed from Ricardo Brown to A-hole Brown, according to CNN Money. The customer's wife Liza alleged that the name was changed after she phoned to cut off the cable portion of her account.
According to CBC, the wife originally phoned Comcast in attempt to cancel their cable line due to financial reasons. Instead of complying with the request the Comcast representative transferred the call to customer retention.
After being pressured to keep the cable service and sign a two-year contract, the wife was able to cancel cable line in exchange of a $60 fee and said she was never rude.
Rhonda Weaver Comcast spokeswoman said that they have already spoken with the customer and have already apologized on the unacceptable and inappropriate name change. The company said that they will waive the Brown family's $60 cancellation fee and they will investigate on the matter. The employee responsible will be terminated.
Comcast is aware of their customer service reputation. One of the company's blunders is an eight-minute recording from a customer named Ryan Block that went viral online.
The issue was taken seriously after it spread. On Jan. 29, Thursday, the company phoned Brown and she was offered a refund for the full two year service they have paid for.
Comcast Senior Vice President of Customer Experience Charlie Herrin gave their statement regarding the issue on a blog Thursday morning. On the blog, Comcast wrote that they are apologizing to their customer for the unacceptable situation and that they have addressed it directly with the employee who will no longer be working on behalf of Comcast.
They wrote that they are looking at a number of technical solutions that would prevent it from happening moving forward.