12 On Your Side: Comcast bills woman $1,000 after order was canceled

News 12 at 6 o'clock / Thursday, Aug. 1, 2013

AUGUSTA, Ga. (WRDW) -- An Augusta woman says for the past two months she has tried to get Comcast to correct a billing error on her account. She says the company charged her more than $1,000 for a home security system that she at first ordered and later canceled. At her wit's end, she turned to News 12 for help.

"To have a bill this high for something that I do not have, I'm furious," said Carolyn Grace.

She is livid after she got a bill from Comcast for more than $1,000 for a security system she never had.

She took News 12 around her house to show us that there is no security system installed. Grace says it all started in May when she called Comcast to order the home security service and later canceled it.

However, when she got her June bill, she says she had a monthly charge of $59.90 for the system.

"I tried to plead and bargain with them about this bill and this home security system that I do not have, never had it, never had the equipment," Grace said.

She says she was told the billing error would be fixed but then came July's bill for $1,106.32. She says the charge was an early termination fee for canceling that security system she never had.

"This has been going on too long, and this the fifth person I went through to get this bill cleared up for something I do not have," Grace said.

News 12 On Your Side called Comcast and explained the situation. A spokesperson told us that it was an error on the company's part and that the company will credit Grace's account immediately and that they apologize for the inconvenience. While we were there, a representative called Grace with the news she has been waiting for for two months.

"I really thank Channel 12 for getting involved. Seriously, because that was too much money to be paying for something I did not have," Grace said.

Comcast told News 12 that however this error occurred, they would use it as a training example.


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