A few years back, my great uncle died. His name was on the Comcast cable bill, and my grandmother, his sister, didn't bother to change the name on the bill. She just kept paying the bill to continue the service.
Then she started getting notices of non-payment and service termination even though my aunt had paid the last few bills in person in cash. (Thankfully, she kept the receipts.) The service, however, was not actually terminated as they had stated. They were on the phone and at the local office many times trying to figure it out. On the phone they stated the service was disconnected, and my grandmother and aunt stated they had the television on right then and it was obviously not disconnected. Comcast said they were wrong despite the television being on in the background.
As it turns out, there was an unrelated man, living in the same town, with the same name as my great uncle, who stopped paying his bill. His middle initial differed and the difference between the two account numbers was the last two digits were the reverse of each other.
Apparently, when various Comcast service representatives would look at either account, they would randomly assume the information shown to them on their computers was wrong and think it was the other account. This lead to them pulling up incorrect accounts when doing customer service, applying payments to the wrong accounts, incorrect late fees, terminating the wrong accounts, and insisting the my grandmother and aunt were wrong about the particulars when talking to them.
Finally, my aunt asked to change the name on the account. Prove the account holder is dead, they said. Totally understandable, but still frustrating after months of bad customer service. Once the death certificate was provide, Comcast had the nerve to charge a rather large installation fee to "connect up the service" that was, of course, never disconnected in the first place-- it was just a name change on the billing statement.
They refused to pay the installation fee, returned the equipment, and switched to Direct TV.
<rant>Confused identities are a pain-in-the-butt! I've been confused for my dad on my own credit report due to Chase assuming, same names, same addresses, same person! The error was they did not have my dad's birth date or soc.sec. number on file, so they matched his name to my name as I also had a card with them at the same address. As it was my mom's credit card on my credit report, Chase said it was up to _my_mom_ to remove _my_name_ from _my_credit_report_. I find it strange that I wasn't allowed to fix my credit report that they had erroneously altered. Thankfully, my family is very close, and my mom did fix the problem as Chase instructed. Image the nightmare if it had been a stranger's line of credit there, though. *sigh*</rant>
My two cents.
--Dave Romig, Jr.