I have been a consumer of Comcast service since it took over for <former local cable co> some 5+ years ago in <my hometown>. Comcast provided my family, as well as myself, with exceptional customer service. Two years ago, when I moved out, it was a clear decision on who could meet and exceed my TV and internet needs, and that was Comcast. Unfortunately, being on my own for the first time would come with some harsh realizations, which is why I am writing you today. Without getting into boring detail, I had an account that went late due to equipment not being returned and a final bill not being paid. Due to my moving out, and my fast paced job, I was unaware of what was going on. My former roommates had told me that the bills were paid and equipment was returned, so I had no clue what was going on. Approximately 3-4 months after moving out, I was contacted by the realtor for the property about some equipment that was still inside. I quickly contacted Comcast and paid the late bill, gathered up the equipment and returned it all, leaving a balance of $0 on my account. I felt good about this because I want to keep in the good graces of Comcast.
However, I am applying for a mortgage and see that I have a negative trade line on my credit report from a “Credit Protection Associates”, a company that has never contacted me, and a company I had never even heard of. Like any concerned customer, I did my due diligence and found that they are reporting on Comcast’s behalf. I was completely blindsided by this, as I felt my account was still in good standing with Comcast. My goal is to ensure that my future with Comcast will remain bright and promising.
I was contacted by a lovely lady name <removed> from Executive Care, and even though the feedback on Comcast customer service is horrendous, I can honestly say that I have not had a single problem with anyone I have ever dealt with at Comcast, from live chat help, to <Exec Care rep>, to the employees at the <my hometown> office. I am always treated with respect and with a true feeling of concern about my service. I’m asking today for a goodwill adjustment to the information being reported to CPA, and thus, to the credit bureaus. I know that Comcast has the power to do so, and I hope that our history, as well as a long future, will allow you to seriously consider my request. I am forever grateful for any attention to this matter.
Sincerely,
<My Name>"
The same Rep I had previously contacted, called me and left a voicemail and said...
"Hello Mr. XXX this is XXX (same woman as before) from Executive Care. I did receive your second complaint to our Brian Roberts Corp. Dept. I just wanted to follow up and let you know that I did submit a request to have the inquiry masked. And basically what that means is that creditors will not be able to see the inquiry on your reports. This will take a couple of days as the person who completes this request is not in the office and they have to send the request to Equifax and it can take up the 3 business days. So I'll ask that you give us 3 business days from Monday to get this issue resolved so by the end of next week we should have it removed so that creditors won't be able to see it, ie getting your home loan. If you have any question, I am your corporate contact and can be reached at..."
This voicemail was received about an hour after sending the email to Roberts. She immediately called back after leaving that voicemail and I answered. While, I don't remember the exact detail as I was driving at the time, she did say that it would be "deleted". I have her email so on Monday I may follow up just to understand more of what exactly is going on.
Just thought I would let everyone know.
