Comcast Corporation

From: Revdex.com of Metro Washington DC<[redacted]>Date: Thu, Sep 3, 2015 at 4:21 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]>
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Thu, Sep 3, 2015 at 4:20 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]Thanks so much for your  time Revdex.com .Complaint has been resolved can count you guys!!!!!!!!!!!!!!! [redacted] Complaint number [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 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]

March 18, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number: [redacted]
Date of Notice: March 9, 2016
Re: [redacted]
[redacted]
Unit...

**
Orange, NJ [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office March 9, 2016, regarding service related issues.
I spoke with [redacted] on March 18, 2016, and confirmed the service related issues were resolved on March 17, 2016. A technician replaced inside damaged lines that were impacting the customer’s service. A credit was applied to the account on March 18, 2016 for the interruption in cable television and internet services. The credit will appear on the next billing statement, which will be issued on March 26, 2016.
Additionally, we discussed other triple play promotions with [redacted], and I placed [redacted] into a new lower priced package that better suits her needs. Doing so did not incur the Early Termination Fee. I apologized for the inconvenience and frustration she experienced while resolving this issue.
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,
James S[redacted] Regulatory Executive Relations

December 19, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:            [redacted]Date of Notice:...

         December 8, 2014 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, 2014 regarding Comcast service.  I spoke with [redacted] on December 18, 2014 to discuss his concerns. I 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, 2014 to October 2, 2015.   Due to agent error, on May 15, 2014 service was established for [redacted] at the incorrect address. The address was corrected and a new account was established for [redacted] on August 3, 2014. Due to agent error the same package and rate was not applied to the new account. A monthly billing credit was applied to the account and will expire on December 18, 2015. An X1 anyroom digital video recorder (DVR) was added at no cost on December 18, 2014 and will expire on December 18, 2016. 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, Laura H.Comcast Executive Customer Relations

September 10, 2015
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:   [redacted] Date of Notice:  August 30,...

2015
Re:                   [redacted]                         [redacted]                         Brandon, MS [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office August 30, 2015, referencing a billing adjustment.
On September 1, 2015, I spoke with [redacted] and confirmed that an adjustment was applied to the account on September 1, 2015, for billing issues. The adjustment will appear on the next billing statement, which will be issued on October 3, 2015. On September 1, 2015, a monthly promotional discount was applied to the account. The promotion will be from September 1, 2015, until September 1, 2016.
I apologize for any inconvenience experienced while addressing this matter.
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,
Lionel. M
Executive Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution true.  While I did inform Shaunda at Comcast of an ongoing issue from last summer, she tells me she is currently working on it.  At this time, this response is satisfactory.   
Regards,
[redacted]

March 23, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:   [redacted]
Date of Notice:  March 18, 2016
Re:    [redacted]
...

         [redacted]. #[redacted]
         Cambridge, MA [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office March 18, 2016 in regards to a change of responsibility request.
I spoke with [redacted] on March 18, 2016 and advised that we are now in receipt of all necessary documentation and that the change of responsibility request has been approved and processed. Effective March 17, 2016, [redacted] is listed as the current account holder and has agreed to accept legal and financial responsibility for any and all service charges and equipment for the account. I apologized for any inconvenience experienced while trying to resolve this matter.
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,
Jodi G[redacted] Executive Customer Relations

We accept.
Sincerely
[redacted]

September 2, 2015
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number: [redacted]
Date of Notice: August 20, 2015
Re: [redacted]
Grayslake...

Illinois [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office August 20, 2015, referencing a service upgrade request.
I spoke with [redacted] on August 31, 2015 and explained I have placed the requested cable and internet double-play package on his account effective September 2, 2015. I further explained the cable box included with the double-play bundle has been shipped out to him through [redacted] and I confirmed he received the cable box on September 2, 2015. I place a credit on the account on September 2, 2015 for the installation charged to him as well as a separate credit for the inconvenience caused. Both credits will reflect on the bill of, September 21, 2015. Lastly, an apology was extended for any frustration he may have experienced and the time taken to resolve this concern.
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 ###-###-#### Ext. [redacted].
Regards,
Sara R.
Executive Customer Relations

July 29, 2015
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:    [redacted]
Date of Notice:   July 17,...

2015
Re:         [redacted]
              [redacted]
              Katy, TX [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted] received in our office July 20, 2015 in regard to receiving promotional rates.
I spoke with [redacted] on July 24, 2015 regarding this concern. [redacted] informed me the issue was resolved on July 17, 2015 by our customer service department. [redacted] was provided with another 12 month promotion for internet service, effective July 17, 2015. At the conclusion of the promotion on July 18, 2016, standard retail rates will apply.
I apologized for any inconvenience [redacted] may have experienced while attempting to get the concerns resolved.
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 ###-###-#### ex [redacted]
Regards,
Barbara V.
Executive Customer Relations

July 20, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re:    Case Number:   [redacted]
         Date of Notice:  July...

14, 2016
         [redacted]
         [redacted]
         [redacted], Sutton, MA
         St James City, FL [redacted] Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a service disconnection request.
On July 20, 2016, I spoke with [redacted] and confirmed that the services were disconnected effective July 13, 2016 as requested. I verified that all of the equipment has been returned and removed from the account. I apologized 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 matter. Should you have any questions or need additional information, please contact me at ###-###-####.
Regards,
Donald G.
Executive Customer Relations

August 3, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re:    Case Number: [redacted]          Date of Notice: July 21,...

2016
         [redacted]
         P.O. Box [redacted]          Lodi, CA [redacted] Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding XFINITY by Comcast service.
Upon receipt of this complaint, Comcast security contacted [redacted] to investigate his concerns. Upon contact, [redacted] informed Comcast security that he did not wish to have his allegation of theft investigated and was only concerned about his billing concern.
A review of [redacted]’ billing was performed and it was determined that he is being billed as quoted on the April 2, 2016 sales call. The billing on the account is accurate and there are no records to substantiate [redacted]’ claim he was quoted the price referenced in his complaint. A Comcast representative attempted to contact [redacted] on August 1, 2016 to explain his billing in detail but was unsuccessful in reaching him. A direct contact number was left in case he wishes to further discuss his billing.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
Regards,
Justin B[redacted] Supervisor, Regulatory Compliance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Mrs H from Comcast sent me one email and asked me to contact her to resolve the issue. I called her several time (at least 3) and let 2 voice mails at the number provided. I also replied to the email with a follow-up email. I have never received a call back or a 2nd email to resolve this issue. They have fraudulently charged me for two months on an account that I requested to be cancelled and haven't made any effort to return my money or credit my new account. I will accept their response when they fix the problem I have repeatedly brought to their attention.
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 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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The customer service representative was very helpful in resolving my issue.
Regards,
[redacted]

August 12, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re:    Case Number: [redacted]
         Date of Notice: July 28,...

2016
         [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 owed. I explained that the last payment made to the account on February 1, 2013 covered services through January 24, 2013. The stop billing date on the account was February 23, 2013. In addition, I advised [redacted] that in order to make a settlement on the account, it would need to be done through the collection agency. An 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 matter. Should you have any questions or need additional information, please contact me at ###-###-#### Ext. [redacted].
Regards,
Liz V.
Comcast | Executive Customer Relations

March 8, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:    [redacted]
Date of Notice:   March 4,...

2016
Re:         [redacted]
              [redacted].
              Tucson, AZ [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], in our office March 4, 2016 referencing a payment dispute.
On March 7, 2016, I spoke with [redacted] and confirmed that the payment received on February 16, 2016 was split evenly between both of her accounts in error. I have apologized for the issue, and provided a one-time adjustment to the account the payment was intended for. The adjustment was applied on March 7, 2016 and will appear on the March 21, 2016 billing statement.
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 ###-###-#### Ext. [redacted].
Regards,
Nicholas B.
Executive Customer Relations
Comcast | West Division

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

June 10, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re:       Case Number:    [redacted]            Date of Notice:   May 11, 2016             [redacted]             [redacted]             Roland, AR [redacted] Dear Sir or Madam:This letter is in response to the complaint filed by [redacted], which was received by our office May 11, 2016 regarding a billing.  I spoke with [redacted] on June 8, 2016 to discuss his concerns. The account was disconnected for non-payment on May 25, 2016, generating a credit prorate that appeared on the June 1, 2016 billing statement. Our records indicate all payments received by Comcast have been posted to the account and the last payment received was made on March 6, 2016. The full balance due each month has not been received causing a carryover balance to appear on each statement. The billing is correct. As a courtesy, a credit was applied to [redacted]’s account May 31, 2016 and appeared on the June 1, 2016 billing statement. An additional courtesy credit was applied to [redacted]’s account on June 8, 2016, as the account is disconnected it will not appear on a billing statement. If [redacted] elects to restart his Comcast service the remaining past due balance is required. Additionally, [redacted] would not be eligible for any promotional rate or discount. I apologize for any inconvenience and frustrations [redacted] may have experienced while addressing this issue.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 [redacted].Regards,Miguel CExecutive Customer Relations

June 22, 2016
Revdex.com
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia PA 19103
Complaint Department
Re:    [redacted] [redacted]
         [redacted]
...

         Nashville, TN [redacted]
Revdex.com File Number:   [redacted]
Date of Notice:       June 7, 2016
Dear Sir or Madam:
This letter is in response to the above-referenced complaint submitted to the Revdex.com by [redacted] [redacted].
In certain markets, Comcast is trialing a usage-based billing approach that relieves users who use less Internet data from paying the same price as heavier end users, while enabling those heavier end users to continue using as much data as they want without being subjected to a hard cap. This pro-consumer policy helps to ensure that Comcast’s customers are treated fairly, such that those customers who choose to use more Internet data can pay more to do so, and those customers who choose to use less, pay less. Comcast’s data usage plan trials are not intended or designed to manage congestion on its network.
Effective June 1, 2016, all of the data usage thresholds in the markets where we are trialing data usage plans were increased from 300 GB to 1 TB. Our typical XFINITY Internet customer uses only 60 GB or 6 percent of 1 TB per month. Those very few customers who wish to use more than 1 TB per month will be provided additional buckets of 50 GB for $10 each, with total overage charges capped at $200 per month, or if they prefer to avoid unexpected overages, they can sign up for an unlimited data plan for an additional $50 per month. Under this policy, which is described in detail online, customers are given two courtesy months during which they will not be billed for exceeding their data usage threshold. If the threshold is exceeded a third time, no further courtesy months will be provided.
When the data usage plan trial launched, affected customers were notified of the data usage plan policy via U.S.P.S. mail and/or email approximately one month prior to its implementation and a reminder email was sent the day of launch. New customers receive a link to the data usage policy via email during the first week of their XFINITY Internet service. The policy and frequently asked questions are available for review online. Comcast also provides customers with the following methods of data tracking and notification:
• An individualized data usage meter for every XFINITY Internet account is available online upon log in.
• Automatic notification will be sent to customers who have reached 90, 100, 110 and 125 percent of their data usage allotment.
A Comcast Customer Security Assurance technician made several attempts to contact [redacted] to advise her of the aforementioned information and address any other concerns. Unfortunately, all attempts were unsuccessful. The technician left a message with his direct contact information should [redacted] have any further questions.
On June 10, 2016, a Comcast Executive Customer Relations representative contacted [redacted] regarding her service concerns. The representative subsequently scheduled a service appointment for June 12, 2016.
On June 12, 2016, a follow up call was made upon the completion of [redacted]’s service appointment to advise her that the technician’s review did not reveal any problems. Unfortunately, the attempt was unsuccessful. The representative provided his direct contact information should [redacted] have any further questions.
On June 16, 2016, [redacted] informed the technician that her services are now working to her satisfaction.
I trust this letter provides your office with the information required in this matter. I am providing a copy of this letter to [redacted] so that she can contact the Customer Security Assurance team with further questions or concerns.
Sincerely,
Customer Security Assurance
###-###-####