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Jesse helps disabled couple with Comcast payment problem

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A disabled Bremerton couple was getting charged an extra fee to pay their Comcast bill over the phone.

Joyce Paxson is a painter who can no longer see her creations.  Her husband, Bill, is a musician who can no longer play music.

“I am blind.  I can only see shadows,” Joyce Said.

Bill suffers from Parkinson’s disease, which prevents him from playing the piano and using the computer.

“I mean, I can punch keys but they may not be the right keys,” Bill said.

Those physical challenges force the Paxsons have to pay some of their bills by phone, including Comcast.  But their cable and internet company was charging the couple $5.99 to pay by phone with every payment.

“I’m gonna give you my money to pay my bill and you’re going to charge me to do it? I don’t think so,” Joyce said.

The couple said paying their cable bill had become more and more difficult.

“One or two times, they waived the fee. But by the time I would get this done, in addition to that, I would be spending five days or so and by that time, my payment was late so then I would get a late fee,” Joyce said.

After months of these fees, the couple asked me for help.  I contacted Comcast and learned the cable giant has an accessibility department in Spokane to help customers like the Paxsons.

In a statement, a Comcast spokesperson said, in part:

“We want our customers with disabilities to know about the Comcast Accessibility Support Team that works to meet the individual needs of our customers who may have challenges accessing our services or interacting with us in traditional ways.  We have credited the Paxsons’ account and will help them – and any other customers with disabilities – who call us.”

After I talked to a Comcast spokesperson, the company took care of the Paxson’s fees and charges.

Joyce and Bill say they will now call the Comcast Accessibility Support Team to pay their bill.

Full Comcast statement:

“When Jesse Jones brought this issue to our attention, we immediately contacted the Paxsons to see how we could be of assistance.  We want our customers with disabilities to know about the Comcast Accessibility Support Team that works to meet the individual needs of our customers who may have challenges accessing our services or interacting with us in traditional ways.  We have credited the Paxsons’ account and will help them – and any other customers with disabilities – who call us.  The Comcast Accessibility Support Team includes 70 dedicated and specially trained customer service agents in Spokane, Washington. We work with customers on a case-by-case basis to understand their needs and situations so we can support them.”

For more about Comcast’s services for people with disabilities, please click here.

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