Give you some background I worked for Comcast for 13 years up until 2012 so not surprised I am having to deal with this screw up.
Moving from a Comcast area to a Mediacom area so I went into Comcast service center to turn in my 2 digital adapters.
Turn them in and ask the girl to put in disconnect date for EOM and ask if she shows all my equipment turned in now.
Yep except for chsi modem that belongs to us. I smiled and mentioned it was my modem since initial install date back in 9/2012.
She smiled and said it was listed as rental in system put if you call and put in research request they should get it resolved.
Luckily I kept my modem receipt because I new this day would come, some idiot changed it from purchased to rental during one of their audits and now I have to get this fixed ASAP before the end up sending me to collections for not returning my modem.
Now the drone at the front counter could easily find this out in ACSR if she was properly trained but I was on way to work and really was not going to let this ruin my day.
Don't get me started on folks who give their debit/credit cards or banking information to Comcast, they must be masochist.
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