The gripes about cable companies behaving badly are legion, but this newest story about a former Comcast customer’s experience may just have them all beat.

Lisa Brown of Spokane, Washington reported that after she tried to cancel her family’s Comcast service due to financial difficulty, she was connected to a “retention specialist” whose job was to persuade her to keep the service and sign a new multi-year contract. Lisa did not accept the retention offer, but when the bill was sent to the house, they realized that her husband Ricardo’s first name had been removed from the bill, and it read “A—hole Brown.” To add insult to injury, the Browns were charged a $60 cancellation fee.

After seeing the bill, Lisa Brown made a number of phone calls and trips to her local Comcast office to have the obscenity removed. She finally contacted consumer advocate blogger Chris Elliott.

Lisa Brown was “shocked” by the unprofessional behavior. “I was never rude,” she explains to Elliott, after he asked why a Comcast employee would want to do such a thing. “It could have been that person was upset because I didn’t take the offer.”

Elliott inquired further and received a call from Steve Kipp, Comcast’s vice president of communications for the Spokane area.

“We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change,” he said. “We have zero tolerance for this type of disrespectful behavior and are conducting a thorough investigation to determine what happened. We are working with our customer to make this right and will take appropriate steps to prevent this from happening again.”

Lisa Brown reports that Comcast initially offered her a full refund of her service for two years, as well as an additional two years of free service, but later rescinded the free service offer. They have also issued a detailed response to the incident.