Comcast is now apologizing after a phone call between a subscriber and a customer service representative went viral.

In the conversation (above), recorded by customer Ryan Block, an irate sounding service rep refuses to allow him to cancel his service.


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On his Twitter page, Block describes himself as a “product at AOL,” while his wife, Veronica Belmont, is a web show host. At one point during this lengthy conversation, Block and his wife decided to record the call. 

Block wrote:

The representative (name redacted) continued aggressively repeating his questions, despite the answers given, to the point where my wife became so visibly upset she handed me the phone. Overhearing the conversation, I knew this would not be very fun.

What I did not know is how oppressive this conversation would be. Within just a few minutes the representative had gotten so condescending and unhelpful I felt compelled to record the speakerphone conversation on my other phone.

This recording picks up roughly 10 minutes into the call, whereby she and I have already played along and given a myriad of reasons and explanations as to why we are canceling (which is why I simply stopped answering the rep's repeated question -- it was clear the only sufficient answer was "Okay, please don't disconnect our service after all.").

After a back-and-forth, Block said, “The way that you can help me is by disconnecting our service. That’s how you can help me.”

“But how is that helping you, though?” the operator responded.

Block answered, “Because that’s what I want.”

While enduring more pressing questions about what he doesn’t like about the service, Block finally told him, “I’m just going to wait until you can confirm that we’ve cancelled service. So I’m just going to hang out here.”

That's when the service rep retorted, “You know what? It’s disconnected. I’m, I’m really sorry to see you go to something that can’t give you what we can.”

Comcast has since issued an apology. A statement on the company’s website reads:

We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize.  The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action.  While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect.


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