(RNN) – Comcast is not having a good public relations year when it comes to their customer service.
Added to the list of disgruntled Comcast customers: YouTube user Aaron Spain, who said he was put on hold for three hours while being transferred to Comcast's customer retention department.
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.
He later posted the phone call on Soundcloud.
In a statement made after the call went public, Comcast Senior VP of Customer Experience Tom Karinshak said they were "embarrassed by the way our employee spoke with Mr. Block" and investigating the incident.
"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.
In 2014, Consumerist named Comcast America's worst company in a bracket-style reader vote. Comcast is the parent company of NBCUniversal.
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