For 15 years or more, Comcast's franchise agreements with the city of St. Paul have guaranteed seniors of any income, the disabled of any income and low-income residents on public assistance a 10 percent discount off their cable bills. That includes 10 percent off basic cable, as well as 10 percent off all other cable-related services.
Read it for yourself here.
"He (the customer service rep) said, 'Do you know what the word 'discount' means? Maybe you should look it up in the dictionary'..."
Given the city's poverty rates (24 percent of the population) and the numbers of seniors (9 percent of the population), the discounts could, at least in theory, apply to well over a fourth of St. Paul. There's bound to be some overlap between the elderly and the poor, so you can't just add those two numbers together. And sure, not all of them subscribe to cable. Touche.
"My name is Jane, I'm 80 years, and isn't there some other company besides Comcast? You can't get the discount from them. The last time I tried I was told I was trying to get a 'free handout.' They're rude and they're crude. Isn't there something that can be done to get these people out of our city?"
But we're still talking about a discount that could in theory apply to more than 72,000 people, or 26,640 households, even before you start counting the disabled. Now multiply 10 percent off their cable bills for 15 years -- that's a lot of potential savings for a heck of a lot of households.
But here's the rub. Any number of the city's elderly residents say they've been calling Comcast for the discount since a Pioneer Press report mentioned it on Sunday, and customer service reps have told them it doesn't exist; it's only valid in Puerto Rico; they don't qualify for it because they're on a special promotion; they don't qualify for it because they receive "bundled" cable, phone, home security and Internet services; they're elderly and don't know what they're talking about...
All of this is curious, seeing as the senior discounts are spelled out on the city's website and were just recently continued and reaffirmed in the city's latest franchise agreement with Comcast, signed by the St. Paul City Council just this March.
An elderly caller who would only identify herself to the Scoop as Barb said a frustrated customer service rep on Wednesday told her that she did not qualify for a senior discount because she was already on a special promotion. "He (the customer service rep) said, 'Do you know what the word 'discount' means? Maybe you should look it up in the dictionary'..."
A Comcast executive is quoted in Wednesday's Pioneer Press saying the company's customer service reps will be retrained, but some customers are skeptical that reps stationed as far away as Asia and Latin America will remember to abide by the law in St. Paul.
Meanwhile, the city of St. Paul maintains in the piece that they've been reminding Comcast about the senior discount for years...
Customer service will see you now...
The Scoop this week has amassed a small mountain of voice mails, emails and phone interviews from St. Paul's elderly, and they're not happy with being left in the dark about their discount these 15 years.
Here's a quick selection of additional complaints from elderly St. Paulites trying to convince Comcast customer service reps to abide by the law:
Vernon Jorgensen:
"Since I am 83 years of age I suggested to them that they make my discount retroactive. This should be fun. :>)
The City and Comcast both have the responsibility for this,and I kind of wonder if there won't be a class action lawsuit."
James Walbridge, 58:
"I just called them because I'm not sure how they define seniors, but I'm disabled and also low-income. They said I need to go down to the office on Ford Parkway. If this has been in effect since 2000, you take that time, so many months and years, that adds up. ... Since 2006, I'd be looking at $6,240."
Patricia Jerde, age 68:
"The girl put me on hold for 10 minutes. She came back and said you can't get it. I said why? She said, you're already getting a discount. And you have to have certain equipment in your home.
That senior discount has been going on for quite a while, and I never knew about it. I said, isn't there something to fill out? And she says I don't know. She put me on hold again. She came back and read me this great big spree that they've got, the rules and regulations."
Jane, age 80:
"My name is Jane, I'm 80 years, and isn't there some other company besides Comcast? You can't get the discount from them. The last time I tried I was told I was told I was trying to get a 'free handout.' They're rude and they're crude. Isn't there something that can be done to get these people out of our city?"
Maureen Hessler:
"I called Comcast today and the first agent I spoke with was unaware of this discount and tried to get an answer from one of their "specialist." They were also unaware of this discount, so I asked to speak with a supervisor who also did not know about the discount. After informing them that it was in the paper yesterday and giving them the info necessary to look it up, they asked if I had any further information, i.e., a number to call. Of course, I gave them the 651-222-3333 number, but to no avail."
"They said it's only good in California and Puerto Rico, or something to that effect."
Frank Villaume III:
"After reading the article in today's Pioneer Press, I went to the Comcast store on Ford Pkwy and asked for the senior citizen discount. I am 69 years old and a Comcast customer since it began service here. I was told I wasn't eligible because I already receive a discount for bundling cable, phone and internet.
When I said there is nothing about that in the cable agreement, The customer service (?) rep was not persuaded. I then asked for the form to submit a request by mail. I was told the forms were not available and I should call the general number (651-222-3333) and request the form although it wouldn't do me any good.
I explained that calling Comcast almost always leaves me frustrated and dissatisfied. Eventually, the rep submitted a "ticket" and gave me the ticket number. She said I should get a response in 10 days. Am I eligible for the discount if I already receive a discount?"
Val Laugtug:
"The guy said, 'Well, the newspaper is not correct, take it up with them.' He said, 'I'm the sales rep for that area.' "
Daniel Jackson:
"I spent an hour on the phone with them, and they don't know anything about it. They said it's only good in California and Puerto Rico, or something to that effect."
Sharon Jonas:
My call to Comcast just now was also unsuccessful. They tell me I have to personally go to the Xfinity store to inquire about the discount. I told them I have no car and asked for the phone number for the store, thinking perhaps they could mail me an application. The rep told me "because of security reasons" he could not give that number out. I politely thanked him and hung up.
Now here's another issue: what's a senior? Nowhere in the city franchise agreement is that defined.
Says Virginia Bauman:
Regarding your article on discount for seniors with Comcast. Read the article and checked the city's web page - no where does it say what age they consider "senior citizen." Some places offer discounts at 55, some 62, some 65. What is it for Comcast? After reading the article, doesn't sound like calling them would get me any info!
So what's been your experience asking for the senior/disabled/low-income discount, dear Scoop reader? Feel free to sound off, below...
The post St. Paul's seniors to Comcast: Where's the beefy discount? appeared first on City Hall Scoop.