In 2014, Colorado resident Tori Tasso found herself trapped in a modern-day horror story: a months-long battle with Comcast over a $60 fee the company insisted she owed, despite having canceled her service. After endless calls, dead-end emails, and enough hold music to soundtrack a cross-country road trip, Tasso decided to bypass corporate bureaucracy entirely. She wrote a letter—not to Comcast’s CEO, but to his mother.
Tasso’s typed note, addressed to Brian Roberts’ (then-CEO of Comcast) mother, Suzanne Roberts, began: “Dear Mrs. Roberts, I’m not sure if you’re aware of how your son’s company is treating its customers…” She detailed her ordeal, including erroneous charges and hours wasted on support calls, and closed with a cheeky request: “If you could talk to your son about this, I would really appreciate it.” She even included a self-addressed stamped envelope for good measure.
The move was equal parts desperation and genius. Within days, Tasso received a call from a Comcast executive apologizing and waiving the disputed charge. Her story went viral, earning headlines like “How to Get Comcast to Listen: Call the CEO’s Mom” and cementing her as a folk hero for disgruntled customers everywhere.
Comcast, notorious for its labyrinthine customer service, later claimed the resolution wasn’t due to the letter but “standard procedure.” Yet the timing—and the sudden appearance of a high-level fixer—suggested otherwise. Suzanne Roberts, a Philadelphia philanthropist, never publicly commented, but the incident highlighted a universal truth: even corporate titans might still fear Mom’s disapproval.
Tasso’s tactic tapped into a long tradition of creative consumer activism. Before Yelp and Twitter shaming, aggrieved customers relied on wit and persistence. Her letter also underscored the absurdity of modern customer service, where algorithms often trump human empathy. As she told reporters, “I figured if anyone could make a CEO feel guilty, it’d be his mom.”
The saga had ripple effects. Comcast, stung by the PR nightmare, pledged to improve its service (a promise still met with skepticism today). Tasso, meanwhile, became a minor celebrity, fielding interview requests and advice-seeking emails from fellow customers. Her takeaway? “Sometimes, you have to think outside the inbox.”
So, next time you’re stuck in corporate limbo, remember: the pen (and a well-targeted mom) might still be mightier than the hold button. And if all else fails? Maybe Google the CEO’s childhood address. Just don’t forget the stamp—Suzanne Roberts probably isn’t paying for postage.
