US ISP Changed Customer's Name to "Asshole Brown" but is Totally Sorry

By Ashley Feinberg on at

When Ricardo Brown from Washington, US, got his most recent bill from service provider Comcast, he had an extra special reason to be dismayed. It wasn't the pricey charges. No, it was that on this particular bill, Comcast appears to have misspelled his name. By replacing it entirely with the word "Asshole".

Ricardo's wife, Lisa, shared the unfortunate little switcheroo with consumer advocate Chris Elliot. According to her, the whole problem may very well have stemmed from her attempts to reduce her cable bill over the phone — otherwise known as the Ninth Circle of Hell.

[Lisa] explained that her family was having financial difficulties and needed to reduce their cable bill. She'd called Comcast to cancel the cable portion of her account, for which she had to pay a $60 fee. Instead of complying immediately, a representative escalated her call to a retention specialist, who tried to persuade her to keep the cable service and sign a new two-year contract.

"I was never rude," she says. "It could have been that person was upset because I didn't take the offer."

Of course, these things are fairly easy to fake in Photoshop (and it all sounds just a little too perfect), so we contacted Comcast to confirm that the incident did, in fact, occur. It only bloody did, didn't it?. A Comcast spokesperson provided Gizmodo with the following statement:

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.

Our tale does have a happy ending, though. Apparently, after Elliott publicised the couple's tale of woe, Comcast has offered a full refund for the past two years of service and two more years at no extra charge. And supposedly, her husband's name has been corrected in the system as well. [ via Consumerist]