In the video recorded Aug. 11, Spain calls the customer service number from another phone after he says he spent three hours waiting on the original line. After going through the prompts, he reaches a voice recording that says the department he is waiting to speak with is closed for the day.
"I was trying to cancel service. I was transferred to the 'retention' department at 7:17 p.m. I'm uploading this video at 10:19 p.m.," Spain wrote on his YouTube post.
This isn't the first complaint regarding Comcast's customer service this year. In July, former Engadget editor-in-chief Ryan Block wanted to cancel his service. He recorded his interaction with a customer service representative, who painfully stuck to the script. ??H?is wife previously tried to cancel with no success.
"While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect," the statement said.
In another incident, YouTube user Tim Davis posted a recorded exchange after being charged $180 for service fees and battling the company's representatives over the phone. Comcast later decided to take the charges off his account.