Dear ABC News Fixer: Unwanted Comcast Security
June 12, 2013 — -- Dear ABC News Fixer: My husband had an account with Comcast. In February, they somehow charged us $98.95 for security on our computers. We explained that we had never requested this, and we were told that within 24 hours it would be cleared from our account.
We have been calling since February and were on hold many times for over an hour. They said they were going to clear it, but they did not.
On April 1, we finally decided to cancel Comcast. Now they are saying we have a bill of more than $155. We should have a zero balance. Please help -- this has been going on since February!
- Brandi Sagar, Lawrenceville, Ga.
Dear Brandi: The ABC News Fixer was happy to pluck you out of cable bill limbo and get this fixed. We did a little digging and it turns out that pesky $155-plus bill was not only for the Constant Guard Security you said you never ordered, but also included a cable modem that Comcast said you hadn't returned.
Only problem was you hadn't used a Comcast modem. You had purchased your own modem at Best Buy. (Regular readers will note that this isn't the first time we've seen this problem with modem billing.)
The good news is, once the higher-ups at Comcast got word of this, they apologized and corrected your account. You're no longer a security service and unreturned modem scofflaw, and the zero balance on your account proves it.
- The ABC News Fixer
Got a consumer problem? The ABC News Fixer may be able to help. Click here to submit your problem online. Letters are edited for length and clarity.
