Comcast Apologizes For Changing Customer’s Name To Profanity On Bill

We've all argued with customer service representatives over the phone before, but one Comcast employee took things to a new low in an effort to get the last jab.

Ricardo and Lisa Brown went back and forth with a Comcast customer service representative, but the battle wasn't over when they hung up the phone. When the couple got their bill in the mail, they were shocked to see Ricardo's name had been changed to "A**hole Brown."

Now, I'm sure when service representatives deal with upset customers, they often call them profane names in their head—but to see it in writing is definitely crossing the line.

If that's not bad enough, Ricardo's wife, Lisa, was given a hard time when she tried to correct the profane mistake, which is when she reached out to Christopher Elliot—a consumer advocacy writer with the Washington Post, USA Today, and many other publications.

The Browns told Elliot their story—the family had been having financial trouble, so they contacted Comcast to cancel the cable portion on their account. The fee for canceling was $60, but instead of just canceling, the representative sent them to a customer specialist who tried to get them to keep their service and sign a new two-year contract.

The Browns declined.

Lisa Brown insists she was never rude, and can't imagine how the customer service representative could have been that upset at their refusal of the offer.

A vice president for the Washington region of Comcast has since apologized for the incident.

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.

This isn't the first time Comcast has been in the news for their shoddy customer service. Last year, the country's largest cable provider received a PR nightmare when a customer was put on hold for three hours when he tried to cancel service.

Lisa Brown was contacted by the company—and not only did they waive the $60 cancellation fee—but they refunded her everything paid over the last two years as a Comcast customer.

Do you think that's enough, or does the Brown family deserve more?

[via CBSNews]