Comcast customer who argued with call center employee was sent a bill with his name changed to A**hole

  • Lisa and Ricardo Brown wanted to cancel cable on their Comcast account
  • Mrs Brown was transferred to specialist who tried to get her to keep it
  • When next month's bill arrived, husband's first name changed to 'A**hole'
  • And when Mrs Brown tried to correct bill, she faced difficulties
  • Contacted consumer advocate Christopher Elliot, who spoke to Comcast
  • Cable provider apologized and promised to waive $60 cancellation free
  • But after Mrs Brown said this was 'unacceptable', Comcast refunded two years of bills 

By Khaleda Rahman for MailOnline

Published: | Updated:

Abuse: Lisa Brown received an offensive letter from Comcast when her bill was sent

Abuse: Lisa Brown received an offensive letter from Comcast when her bill was sent

Cancelling cable is an unpleasant experience for most, but one couple were horrified when they then received the following month's bill addressed to 'A**hole Brown'.

Lisa and Ricardo Brown said they wanted to cancel the cable on their Comcast account - which cost them $60 - after suffering financial difficulties.

But Mrs Brown said the customer service representative transferred her to a retention specialist who attempted to persuade her to keep the cable and sign a new two-year contract.

When the couple, from Spokane, Washington, received their next bill, Mr Brown's name had been changed from Ricardo Brown to 'A**hole Brown.'

And shockingly, when Mrs Brown tried to get the profanity removed and name corrected, she faced difficulties. 

She contacted consumer advocacy writer, Christopher Elliott.

Mrs Brown, who has been a Comcast customer for two years, told him: 'I was never rude. It could have been that person was upset because I didn't take the offer.'

On his blog, Mr Elliot wrote: 'It’s no secret that employees sometimes feel their customers are jerks. 

Lisa and Ricardo Brown were shocked to receive this bill addressed to 'A**hole Brown' after they tried to cancel their cable from Comcast

Lisa and Ricardo Brown were shocked to receive this bill addressed to 'A**hole Brown' after they tried to cancel their cable from Comcast

'But I’ve never seen one put it in writing — until now.' 

Steve Kipp, Comcast's vice president of communications for the Washington region, apologized for the 'completely unacceptable' incident after being contacted by Mr Elliot.

Consumer advocacy writer Christopher Elliott contacted Comcast on behalf of the Browns

Consumer advocacy writer Christopher Elliott contacted Comcast on behalf of the Browns

In a statement, he said: 'We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change.

'We have zero tolerance for this type of disrespectful behavior and are conducting a thorough investigation to determine what happened. 

'We are working with our customer to make this right and will take appropriate steps to prevent this from happening again.'

Mrs Brown was contacted by Rhonda Weaver, a Comcast senior director of government affairs, who promised to waive the $60 cancellation fee. 

Ms Weaver also said Comcast was investigating the name change and would terminate the employee who was responsible. 

But Mrs Brown felt this was insufficient, adding: 'This is unacceptable. I am requesting everything back I paid Comcast for doing this to me.'

Mr Elliot reported that Comcast has offered the Browns a full refund of the two years' worth of bills they have paid.

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