Now everyone is recording their nightmare Comcast calls

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Basically, Davis moved from one Comcast service area to another and completed the self-install according to Comcast's instructions. When the service got spotty, he called Comcast. He was told it was a problem on the company's end and assured that a technician visit would not result in charges because it was an "outside issue."

The tech came and the issue was resolved. But the following month, Davis received a bill for about $182 in charges for the "failed self install" and, mysteriously, a wireless network setup he says never occurred.

After a few rounds with customer service agents, Davis is informed that $100 of the charges were actually offset by "discounts" on his bill, but he's still on the hook for $82. He ends up on the phone with a customer service agent who repeatedly claims the charges are valid and that she cannot credit him the full amount.

She offers a $60 credit on his internet service, which would have brought his obligation down to $22, but Davis insists the charges were not valid and demands a full refund. He plays the recording of his initial call, in which an agent says there will be no charge for the technician's visit.

After listening to the recording, the rep promises to get back to him within an hour. Roughly 90 minutes later, she does. The full amount is credited to Davis's account because, she says, she told her supervisor that there was a recording of the call. "Since I advised my manager that there is a recording, and you were misinformed, then she is the one who can approve that $82 credit."

"You're telling me that if I didn't have a recording of that call, you wouldn't have been able to do it?" Davis asks.

"Yes, that is correct," she says.

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