A Washington couple was shocked and angered when they realized their name had been replaced with the profane word "A*****e" on their Comcast bill after a spat with a customer service agent, CBS News reported on Thursday.
Lisa Brown and Ricardo Brown also met resistance when they were trying to get their names changed back to normal on the bill. She then contacted consumer advocacy reporter Christopher Elliot, who writes for The Washington Post, USA Today and other major publications.
"You know employees talk about customers behind their back and say things like this," Elliott said. "But I've never seen anyone put something like this in writing. This falls into the category of 'What were they thinking?'"
Lisa Brown said the couple was facing financial hardship, and wanted to reduce their monthly bill by removing the cable aspect. Instead, a customer service agent got them on the phone with a retention representative, who tried to get her to sign a new contract for two years, KDVR reported.
"It could have been that person was upset because I didn't take the offer," she said.
Comcast has apologized, and despite the ordeal, the Brown family says they're satisfied with the company's efforts to correct the issue.
"We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change," a Comcast spokeswoman said.
