Comcast Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: ~ 4/15/ I spoke to one of the installation managers and CLEARLY informed them that I was available Monday 4/at 5:30pm, I get a call from the tech at 3pm saying that he is on his way to my house I was at work and was not leaving work for an appointment that was supposed to be at 5:30pm 4/19/ I spoke to the manager again and informed them that I was available Thursday 4/at after 5pm so we scheduled for 5:30pm , I get home at 5:20pm and I see a card on my door stating that the technician left at 5:15pm When I spoke to MrK [redacted] about the mhe told me that he was told that the tech was at my house at 5:45pm I sent MrK [redacted] a picture of the card clearly stating that they left my house at 5:15pm minutes before our appointment (I've attached photo) ~4/- 4/ I was scheduled for anther install at 5:30pm no one ever showed up and I never received a call 4/30/techs can to my house to hopefully complete the install (Security and IR), but of course they were not able to complete it because the first techcrossed the wires and when the current tech connected the wires they started to burnThey are supposed to come back out 5/3/with an electrician to complete this installBottom line we are not in this position because I was not available for appts we are here because to the incompetence of some of their techs and miscommunication from managers to techs I'm attaching a few photos of how my house was left by the first tech My original original install was scheduled for 4/2/it is now 5/3/and It is still not complete (From 4/until 4/I was totally without any security at my residence) It is going to take ALOT more then a credited installation and a few days credit to make this right and it looks like I'm going to have to take additional actions against Comcast to rectify this disastrous experience Regards, [redacted]

November 17, Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA Case Number: [redacted] Date of Notice: 10/30/Re: [redacted] [redacted] [redacted] *** Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] , received in our office October 30, regarding a collection notice received On October 30, 2014, [redacted] has been informed there is no balance due on her account, the credit agency/agencies have been notified as of October 31, and she will receive a confirmation letter from the collection agency within business daysI also explained she will receive a clearance letter from all Credit Bureaus within 30-days and this will not affect her credit scoreFurthermore, an apology was extended for the inconvenience this has caused and the time taken to resolve this matterI trust that this letter provides your office with the information required in this matter Should you have any questions or need additional information, please contact me at ###-###-#### Ext*** Regards, Sara RExecutive Customer Relations

March 9, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: March 3, Re: [redacted] [redacted] Kingston, New Hampshire [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] ***, received in our office March 3, in regard to receiving promotional rates I spoke with [redacted] on March 9, and the month promotional rate for the Starter Triple Bundle had been applied to the account effective December 11, [redacted] verbally accepted the promotional package that included Digital Starter, Performance Internet and VoiceThe first year promotional price was effective from December 11, through December 10, The account rolled into the second year rate effective from December 11, through December 10, The third year rate will be effective from December 11, through December 10, At the conclusion of the promotion, standard retail rates will apply In addition [redacted] received a discount on the Blast! Internet speed increase from December 11, through December 10, At the conclusion of that promotion he is billed at standard retail ratesHis modem is also billed at standard retail rates and is not included in his promotion I also provided an explanation concerning responsibility for any fees, should the services be terminated before the expiration of the agreement, December 11, If [redacted] cancels his service he will be billed an early termination feeWe respectfully declines his request for compensation for the delay in having his service installed I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-####, Monday-Friday, 8:a.m- 4:p.m Regards, Vanessa F [redacted] Executive Office

August 12, Revdex.com of Metro Washington DC & Eastern Pennsylvania John FKennedy Blvd., Suite Philadelphia, PA Re: Case Number: [redacted] Date of Notice: July 28, [redacted] [redacted] Houston, TX [redacted] Dear Sir/Madam: This letter is in response to the above-referenced complaint filed by [redacted] regarding a credit report dispute On August 3, 2016, I spoke with [redacted] to advise our research has proven the information listed on their credit report is accurate [redacted] has been informed of the outstanding balance owedI explained that the last payment made to the account on February 1, covered services through January 24, The stop billing date on the account was February 23, In addition, I advised [redacted] that in order to make a settlement on the account, it would need to be done through the collection agencyAn apology was provided for any frustration or inconvenience experienced while attempting to resolve this concern I trust that this letter provides your office with the information required for resolution in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Ext [redacted] Regards, Liz V Comcast | Executive Customer Relations

July 14, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: June 29, Re: [redacted] [redacted] [redacted] Atlanta, GA [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] ***, received in our office June 29, regarding service related issues I spoke with [redacted] on July 5, and confirmed the service related issues were resolved on June 29, by a technician installing a customer owned modemA credit was applied to the account on July 5, for loss of serviceThe credit will appear on the next billing statement, which will be issued on July 17, Comcast records do not reflect any missed appointmentsI apologized for any inconvenience and frustration they may have experienced in attempting to resolve this issue I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, ByronP Executive Escalations Specialist

February 20, Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA Case Number: [redacted] Date of Notice: February 19, Re: [redacted] *** [redacted] *** Winchester, VA *** Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] ***, received in our office February 19, regarding a billing issue On February 19, 2015, I spoke with [redacted] in regard to his concerns [redacted] requested that all television service be removed from the account and to have his previous promotion for internet service be honoredI have removed the television service and applied his previous promotion for internet onlyThe promotion is effective starting February 19, and expires on March 15, A credit has been applied to his account on February 13, for video services not usedThe credit will appear on their next billing statement, which will be issued on March 7, I trust that this letter provides your office with the information required in this matter Should you have any questions or need additional information, please contact me at ###-###-#### Regards, Ralph G [redacted] Executive Customer Relations TeamComcast Cable Communications, LLC

Unfortunately, the information needed to properly review, address, and direct this inquiry to the proper market/team is not providedIn order to address and properly respond to this matter, we require the address and account number associated with the account/bill in questionThe information provided is not enough information to locate the account in questionPlease submit a new Revdex.com case under the address and account information associated with the account in question so we may investigate and respond to this case.Please Provide:Name on Account/Bill in disputeAddress associated with account in disputeAccount number as it appears on the account in dispute

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I am accepting this response from Comcast, because they acknowledged the complaint I made and credited my account, admitting that their representative may have misrepresented the information to me when I signed up for the promotionThat said, I remain concerned that Comcast's advertising team may be (intentionally or unintentionally) providing unclear or misleading promotional offers in order to attract customersBecause Kip made the effort to listen to my situation and to offer me a $credit (the value of the promotional offer) to make up for the "miscommunication" by the representative, I have no personal reason to "reject" the resolution of this complaint(Thank you, Kip, for your help!) My concern about Comcast's advertising, however, remains Regards, [redacted]

July 11, Revdex.com of Metro Washington DC & Eastern Pennsylvania John FKennedy Blvd., Suite Philadelphia, PA Re: Case Number: [redacted] Date of Notice: June 30, [redacted] [redacted] ** Fort Campbell, KY [redacted] Dear Sir/Madam: This letter is in response to the above-referenced complaint filed by [redacted] (an authorized user on Deric Donovan account) regarding a billing issue On July 8, 2016, I spoke with [redacted] and a credit was applied to the account on June 5, for the Equipment Rental FeeThe credit appeared on June 27, the billing statementAn additional credit was applied to the account on June 30, for the service issuesThe credit will appear on the next billing statement that will be issued on July 27, I apologized for any inconvenience experienced while trying to resolve this matter I trust that this letter provides your office with the information required for resolution in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Rose H Executive Customer Relations

June 6, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: June 1, Re: [redacted] [redacted] Tuscaloosa, AL [redacted] Dear Sir or Madam: This letter is in response to the complaint filed by [redacted] ***, which was received by our office June 1, regarding service issues On June 6, 2016, I spoke with [redacted] and confirmed the service issues were resolved by burying the dropI apologized for any frustration that may have been caused in order to get this issue resolved I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Jason Z Executive Customer Relations

February 20, Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA Case Number: [redacted] Date of Notice: February 19, Re: [redacted] [redacted] Orlando, FL *** Dear Sir or Madam, This letter is in response to the complaint filed by ** [redacted] ***, received by our office February 19, in regard to a billing concern I spoke with [redacted] on February 20, regarding his billing concerns I restarted [redacted] ***’s account on February 20, I applied a promotion for the Blast internet service for months, effective February 12, through February 12, plus the modem and taxes I apologize for any inconvenience and frustration he may have experienced in attempting to resolve this issueI trust that this letter provides your office with the information required in this matter Should you have any questions or need additional information, please contact me at ###-###-#### Regards, Crystal H [redacted] Comcast Executive Support

June 9, 2016Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA 19103Re: Case Number: [redacted] Date of Notice: May 31, [redacted] [redacted] Denver, CO [redacted] Dear Sir or Madam:This letter is in response to the complaint filed by ** [redacted] , which was received by our office June 1, regarding automatic bank account withdrawals.On June 6, 2016, I spoke with [redacted] and confirmed that her account has been set up with automatic payments since November 26, Unfortunately, I am unable to provide the requested information to her bank, as I am unable to confirm this was a Comcast errorThe automatic payment withdrawal service has been cancelledA payment arrangement has been extended allowing [redacted] ’s account to stay active until June 15, 2016, at which time, [redacted] has agreed to make payment of the past due balance at the local payment center in her area.I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, [redacted] **Executive Customer Relations

December 19, Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA Case Number: [redacted] Date of Notice: December 8, Re: [redacted] *** [redacted] *** [redacted] *** Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office on December 8, regarding Comcast service I spoke with [redacted] on December 18, to discuss his concernsI apologized for any inconvenience or frustration he may have experienced while addressing this matter [redacted] subscribes to our HD Preferred Plus Triple Play, which includes TV, internet and phone service at a promotional rate from October 1, to October 2, Due to agent error, on May 15, service was established for [redacted] at the incorrect addressThe address was corrected and a new account was established for [redacted] on August 3, Due to agent error the same package and rate was not applied to the new accountA monthly billing credit was applied to the account and will expire on December 18, An Xanyroom digital video recorder (DVR) was added at no cost on December 18, and will expire on December 18, I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Laura H.Comcast Executive Customer Relations

August 15, Revdex.com of Metro Washington DC & Eastern Pennsylvania John FKennedy Blvd., Suite Philadelphia, PA Re: Case Number: [redacted] Date of Notice: August 7, [redacted] [redacted] Missouri City, TX [redacted] Dear Sir/Madam: This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing explanation request On August 9, 2016, I spoke with [redacted] and provided an explanation regarding the current promotional rate, duration of the promotion and the monthly rate after the promotion endsOn August 9, 2016, a month promotional rate for the Performance Pro Internet speed increase was added to the account to honor the previous promotionThis promotion is valid through August 8, At the conclusion of the promotion, standard retail rates will applyI apologize for any inconvenience experienced while attempting to resolve this concern I trust that this letter provides your office with the information required for resolution in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Teresa L Executive Customer Relations

May 23, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: May 19, Re: [redacted] [redacted] Chicago, IL [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] ***, received in our office May 19, 2016, in regard to a promotional offer concern A Comcast representative spoke with [redacted] on May 23, to discuss the concern regarding the accuracy of the information provided in our initial response letterA copy of the mailer referenced in the complaint was requested to verify the offer detailsHowever, [redacted] was unable to provide the documentation need to further investigate Without a copy of the mailer received, we are unable to verify if the offer details provided by our marketing team is the same promotional offerHowever, a (12) twelve month promotional rate for the XFINITY HD Preferred Video service was applied to the account on April 28, At the conclusion of the promotion, standard retail rates will applyWe apologize for any inconvenience experienced while attempting to resolve the matter I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Jeremy C [redacted] Regulatory Compliance Specialist

August 18, Revdex.com of Metro Washington DC & Eastern Pennsylvania John FKennedy Blvd., Suite Philadelphia, PA Re: Case Number: [redacted] Date of Notice: August 10, [redacted] [redacted] Decatur, GA [redacted] Dear Sir/Madam: This letter is in response to the above-referenced complaint filed by [redacted] regarding service issues On August 16, 2016, I spoke with [redacted] and confirmed a new aerial line was installed on August 15, and the temporary line on the ground was removedI apologized for any inconvenience and overall experience while attempting to resolve this matter I trust that this letter provides your office with the information required for resolution in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Chris M Executive Customer Relations

May 17, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: May 7, Re: [redacted] [redacted] *** Woodbine, NJ [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] ***, on behalf of [redacted] ***, in our office May 7, regarding a service disconnection request I spoke with MrAbad on May 16, and advised that we needed a signed Voluntary Disconnect Form which was declined so services will remain activeA credit was applied to the account on May 2, for the billing issuesA refund check was mailed on May 16, for the credit balance on the accountI apologized for the inconvenience experienced while trying to resolve this matter I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Ann Marie M [redacted] Business Executive Support

April Revdex.com John FKennedy Blvd., Suite Philadelphia PA Complaint Department Re: [redacted] [redacted] Miami, FL Revdex.com File Number: [redacted] Date of Notice: April 18, Dear Sir or Madam: This letter is in response to the above-referenced complaint submitted to the Revdex.com by Mr [redacted] Effective October 1, 2015, pursuant to Section of the Customer Agreement for Residential Services, Comcast implemented a data usage plan that established a usage threshold of GB per month for all of its residential XFINITY Internet customers in Mr [redacted] ’s areaUnder the data usage plan, customers are given three courtesy months during which they will not be billed for exceeding their data usage thresholdIf the threshold is exceeded a fourth time, and on any subsequent occurrence, the customer will be charged $for each additional GB block of data providedFor an additional monthly rate of $30.00, XFINITY Internet customers in Mr [redacted] ’s area can enroll in an Unlimited Data Option plan, enabling them to exceed their data usage threshold without being charged for additional data blocks; customers whose regular monthly use exceeds GB can therefore realize significant cost-savings through this optional planThe Unlimited Data Option plan will take effect on the first day of the month following the date of enrollment, and customers can opt out at any time and return to their previous GB monthly usage plan Customers in Mr [redacted] ’s area were notified of the change to the XFINITY High-Speed Internet service plan via email approximately one month prior to its implementation, and customers whose monthly use exceeded GB in June, July, or August received an additional notification by U.SmailNew customers receive a link to the data usage policy via email during the first week of their XFINITY Internet serviceFrequently asked questions and answers about the plan are available online Comcast also provides customers: • An individualized data usage meter to track monthly usage for their XFINITY Internet account, which is available upon log in, and its accuracy is authenticated by a third party auditor • Automatic email notifications when they reach 90, 100, 110, and percent of their data usage allotmentAdditionally, in June 2015, a report analyzing Comcast’s methods to obtain accurate data readings was published by NetForecast—an independent auditor of ISP data usage metersThis report supports the accuracy of Comcast’s data usage meter within plus or minus (+/-) 1% over the course of a month On April 22, 2016, a Comcast Customer Security Assurance technician contacted Mr [redacted] to advise him of the aforementioned information and address any other concernsPlease be advised Mr [redacted] is not an authorized user on the account and contact with the account holder will be necessary to address the complaintThe technician provided his direct contact information so that Mr [redacted] may contact him with any additional concernsI trust this letter provides your office with the information required in this matter Sincerely, Customer Security Assurance ###-###-####

Their days of shutting the service for other customer is still in placeThey did gave me an exception because of this particular complaint but how about other business customer that did not complainThey are mandated to maintain Comcast services for the days that they allegedly got us to sign for them to blackmail usMy understanding is that I a customer don't want the services they should be shut off immediately [redacted] Owner Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***