Comcast Corporation

June 15, 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: June 6, 2016
Re:     [redacted]...

[redacted]
         [redacted]
         Jacksonville, FL [redacted]
Dear Sir or Madam:
This letter is in response to the complaint filed by [redacted], which was received by our office June 6, 2016 regarding a billing explanation request.
On June 15, 2016 I spoke with [redacted] provided a detailed explanation of the overall bill to include promotional timelines and eligibility. I 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 matter. Should you have any questions or need additional information, please contact me at ###-###-####
Regards,
Diane D
Executive Customer Relations

[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. Thank you so much for helping me with this problem. I am very satisfied.
Regards,
[redacted]

February 3, 2015  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:                  ...

[redacted]Date of Notice:                  February 1, 2015 Re:       [redacted]
            [redacted]
            [redacted]             Dear Sir or Madam, This letter is in response to the complaint filed by Mr. [redacted], received in our office February 1, 2015 referencing service request.   I spoke with Mr. [redacted] on February 2, 2015 and confirmed the internet service was installed and activated on February 2, 2015. I apologized for any inconvenience he may have experienced while working to get this matter 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 ###-###-#### Ext. [redacted].   Regards,  Mario S. Executive Care Specialist

October 8, 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:   September 30,...

2015
Re:         [redacted]               [redacted]
              Tinley Park, IL. [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office September 30, 2015 in regard to a collection notice.
On October 7, 2015, [redacted] has been informed there is an existing balance on the account. Proof of payment for the final account balance is required to clear the account. I also confirmed the unreturned cable card was removed from the disconnected account on October 8, 2015 and the final balance didn’t include an unreturned equipment fee. Lastly, I apologized for any inconvenience and frustration experienced in attempting to resolve these issues.
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,
Rani M[redacted] Service Recovery Specialist

March 22, 2015  Revdex.com of Metro Washington DC & EasternPennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: ...

                [redacted]Date of Notice:          March 18th, 2015 Re:       [redacted]                Fort Pierce, FL 34952                 Dear Sir or Madam, Thisletter is in response to the complaint filed by [redacted], received in ouroffice March 18th, 2015 regarding a billing issue.  Iattempted to make contact with Ms. [redacted] with no success. Upon review of theaccount, a credit has been applied to her account on March 18th,2015 for video service disconnected under the 30 day guarantee. The credit willappear on their next billing statement, which will be issued on April 7th,2015. At this time I would need to speak with the customer to address herservice issues. I apologize for any issues that this matter may have caused andreferred these concerns to management. Itrust that this letter provides your office with the information required inthis matter.   Should you have anyquestions or need additional information, please contact me at ###-###-####.   Regards, John S[redacted]ExecutiveCustomer Relations

[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 in part because:  although I did have a conversation with her regarding the account. I strongly disagree with her comment about me making partial payments and this is why the account became delinquent.  I DID NOT MAKE PARTIAL PAYMENTS, I paid the amount that COMCAST told me in writing on several occasions (copies of all the documentation were emailed to her) was what my monthly payment would be.  At no time, did I make partial payments and I am angry at the fact that she would insinuate that I did this. I have been battling with this company for over a year and am sure it is not the last of it. I value my credit and my on time payments. This should be made clear that the credits issued by Comcast were warranted  credits because of nothing more than Comcast's "screw ups" and incompetence. The credit that she just issued to me during our conversation on 4/17/ was not a customer courtesy credit, all she did was remove the amount that Comcast was erroneously billing me for, which was not my responsibility. So technically, they did nothing for me as far as a "customer courtesy" is concerned.I would appreciate my response being sent back to her as well.
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]

July 25, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number:      [redacted]      ...

Date of Notice:     July 12, 2016[redacted]Hallandale, FL [redacted]Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by **. [redacted] regarding a billing explanation request.  On July 12, 2016, I spoke with [redacted] and provided a detailed explanation of the overall bill to include monthly charges, current service package and promotional timelines. I confirmed that the internet service and promotional rate was transferred to this location on January 07, 2016.  I explained that the June 03, 2016 billing statement was higher than the May 03, 2016 billing statement due to the promotion ending and the account being billed at the retail rate from June 18, 2016 through July 06, 2016.  I explained that the July 03, 2016 statement was higher because the account was billed at the retail rate from July 07, 2016 through August 06, 2016.  On July 12, 2016 [redacted] agreed to a Performance Starter internet package at a 12 month promotional rate.  The promotional period starts July 13, 2016 and will end July 13, 2017.  I explained that in order to receive the additional discount and make the monthly rate lower, [redacted] would need to sign up for the auto-pay and eco-bill discount within 30 days. I apologized for any inconvenience they may have experienced attempting to resolve this matter. 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,Richard CExecutive Customer Relations

July 29, 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 16,...

2016
         [redacted]
         [redacted]
         Eugene, OR [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding service issues.
On July 28, 2016, I spoke with [redacted], an authorized user on the account, and confirmed the service issues were resolved. On July 13, 2016 a technician ran a temporary underground line to the home. A second service call was completed on July 18, 2016 with the technician replacing the cable box with a new X1 DVR and adding an HD DTA box. I have provided my contact information should any further assistance be needed regarding this matter.
An agreement has been reached to remove any early termination fees should any services be disconnected prior to the scheduled end date of the contract. The account has been properly notated to that effect.
Credits were applied to the account on July 15, 2016, July 16, 2016, July 28, 2016 credits will appear on the next billing statement issued on August 4, 2016. I apologize for any inconvenience experienced while attempting to resolve this matter.
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,
Teresa L.
Executive Customer Relations

April 26, 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:  April 19, 2016
Re:    [redacted]. [redacted]
...

         [redacted]
         Knoxville, TN [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted]. [redacted] received in our office April 19, 2016 in regard to a billing concern.
I attempted to contact **. [redacted] several times, using all resources provided, to discuss the above referenced concerns. Unfortunately, all attempts were unsuccessful. However, our records indicate a change of service was processed on February 29, 2016 including XFINITY Starter Double Play service billed at a promotional rate for a period of twelve (12) months through February 28, 2017. This rate does not include taxes, fees or equipment charges. Upon expiration of the promotional offer, regular rates will apply. An adjustment was applied to the account on April 21, 2016 for the early termination fees. The credit will reflect on the May 11, 2016 billing statement. Contact is necessary to address any further issues.
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,
Chris M.
Executive Customer Relations

[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]

May 11, 2016
Revdex.com
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia PA 19103
Re:    [redacted]
         [redacted]
    ...

    Chicago, IL [redacted]
Case Number:    [redacted]
Date of Notice:   April 28, 2016
To the Bureau:
This letter is in response to the above-referenced complaint submitted to the Bureau by [redacted].
Further investigation reveals that [redacted]’s issue is a result of a backend permissions issue with his Comcast username. This issue has since been identified and resolved.
On May 3, 2016, a Comcast Customer Security Assurance technician contacted [redacted] to advise him of the aforementioned information and address any other concerns. [redacted] verified that his services are now working properly. The technician provided her direct contact information so that [redacted] can contact her with any further questions or concerns.
On May 4, 2016, a Comcast Executive Customer Relations representative contacted [redacted] to address his concerns. The representative applied a credit to [redacted]’s account and apologized for the frustration and inconvenience caused while resolving the issue. The representative provided his direct contact information should [redacted] have questions or concerns regarding this matter.
I trust this letter provides your office with the information required in this matter. Should you have any questions or need additional information, we can be contacted at ###-###-####.
Sincerely,
Customer Security Assurance
###-###-####

August 18, 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: August 10,...

2016
         [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, 2016 and the temporary line on the ground was removed. I 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 matter. Should you have any questions or need additional information, please contact me at ###-###-####
Regards,
Chris M.
Executive Customer Relations

May 3, 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: April 25, 2016
Re:    [redacted] [redacted]
...

         [redacted]
         Homestead, FL 33033
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office April 25, 2016 in regard to a service concern.
I spoke with Ms. [redacted], an authorized user on the account in question, on April 25, 2016 and advised that access to the neighbor’s yard is required before the drop can be buried. Until permission is received, we are unable to complete the service request.
In addition, the services were restored on April 23, 2016 after a payment was processed. I also confirmed with Ms. [redacted] that the promised credit was applied to the account on April 25, 2016. The credit will appear on the billing statement dated May 10, 2016.
I apologized for any inconvenience experienced while attempting 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 ###-###-####.
Regards,
Candace H.
Executive Customer Relations

March 25, 2015   Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:      [redacted]Date of Notice:     March 7, 2015 Re:       [redacted]             [redacted]            Portland, OR 97217                 Dear Sir or Madam, This letter is in response to the rebuttal filed by Ms. [redacted], received in our office August 27, 2014 in regard to a billing issue.   I attempted to contact Ms. [redacted] utilizing all resources provided by the customer. Unfortunately, my attempts have been unsuccessful. According to our records, Ms. [redacted] disconnected her service on September 30, 2012. The final balance which included service from September 1, 2012-September 30, 2012 along with pay per view movies was mailed to the forwarding address provided. This debt was not paid, and the debt reported to collection and subsequently listed on the credit report was valid. Our records show that on March 11, 2015 Ms. [redacted] paid the debt in full. Although the credit report was correct, as a one-time courtesy, I have requested the marking be removed from the credit report. This process can take up to 60 days for the credit report to reflect the updated information. I apologize for any inconvenience experienced in attempting to discuss and address 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,  Charlotte G. Executive Customer RelationsComcast | 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. Ms J[redacted] was very helpful in resolving my issues. However I still feel Comcast gives terrible customer service and simply does not care as a company. There was no answer as to why at least four people never returned a call. I really do thank the Revdex.com for without their help I would not have been able to solve this problem.
Regards,
[redacted]

October 28, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: October 14, 2014 Re:       [redacted]...

[redacted]                [redacted]                   [redacted]            Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted] received in our office October 14, 2014, referencing service equipment charges.   I spoke with [redacted] on October 21, 2014 in regard to his billing concerns. [redacted] was informed we confirmed the cable modem on file was his personal owned device and the account was amended to reflect this on October 6, 2014. I apologized for any miscommunication or inconvenience he experienced regarding this matter.  In addition, a credit has been applied to his account for the modem rental charges he was assessed. Since, [redacted] no longer has service with Comcast a refund check is being processed for him. [redacted] was advised that he will receive his refund check approximately 4 weeks from October 21, 2014. We will continue to be in contact with [redacted] until we receive confirmation that he has received his refund. 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, Yvette L[redacted]Comcast Executive Customer Relations

June 17, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted]      Date of Notice: May 2, 2016       [redacted]      [redacted]      Jonesboro, GA [redacted]Dear Sir or Madam:This letter is in response to the complaint filed by **. [redacted], which was received by our office May 2, 2016 regarding a billing issue. On June 14, 2016, I spoke with **. [redacted], who an authorized user on the account, and a credit was applied to the account on June 14, 2016 for previous service loss. The credit will appear on the next billing statement that will be issued on June 17, 2016. Ms. [redacted] confirmed all service issues were resolved on May 9, 2016 by replacing a defective drop. I apologized for any inconveniences and frustration **. [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 ###-###-####.Regards,Yolanda C.Executive Customer Relations

[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.  I only wish it could have been resolved earlier in the process without having to come to a Revdex.com complaint.
Regards,
[redacted]

April 19, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 J[redacted] F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:  [redacted]
Date of Notice: 4/11/2016
Re:    [redacted]
         [redacted]
         Orlando, FL. [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office April 11, 2016 referencing a service upgrade request.
I attempted to contact **. [redacted] several times, using all resources provided, to discuss the above referenced concerns. Unfortunately, my attempts were unsuccessful. However, our records indicate on April 7, 2016 the account was upgraded as requested effective April 7, 2016. Upon speaking to our Retention team, **. [redacted]l was unable to process the request for a service upgrade due to the policy and procedure of re-contracting services.
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,
Chango B[redacted] Executive Support Analyst