The goliath U.S. cable company Comcast is a little smaller after having been caught addressing one of its customers as “A—hole.”
The name Ricardo Brown was deliberately changed to “A—hole Brown,” on a cable bill in an apparent act of retaliation for an earlier dispute between Comcast customer service and Ricardo’s wife, Lisa, of Spokane, Wash.
After Brown received the bill, with the insulting salutation, she took it to the consumer advocate group Elliot.org.
Christopher Elliott, founder of the advocacy group followed up on the story, concluded its authenticity, and stated in his blog that he had never seen an insult like this put in writing.
He asked Brown for a possible reason why Comcast would change Ricardo’s name to “A—hole.”
Brown maintained she was never rude with the customer service representative during the conversation that apparently sparked the offensive gesture.
“I was shocked,” she said.
Brown explained to Elliot that she had called Comcast with a request to cancel the cable portion of her account due to financial difficulties. Instead of honoring the customer’s wish, the company offered her a new 2-year contract.
“It could have been that [the] person was upset because I didn’t take the offer,” said Brown.
Steve Kipp, Comcast’s Washington area vice president of communications, contacted Elliot after verifying the bill in question.
“We have spoken with our customer and apologize for this completely unacceptable and inappropriate name change,” he said. “We have zero tolerance for this type of disrespectful behavior and are conducting a thorough investigation to determine what happened.”
Temporarily humbled, Comcast is taking steps to remedy the situation as fast as possible. Thus far, the company has promised to waive the $60 cancellation fee, and vowed to terminate the offending employee, according to Elliot.
That might not be enough for Brown.
“This is unacceptable,” she said. “I am requesting everything back I paid Comcast for doing this to me.”
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