Comcast Corporation

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 18,...

2016
      [redacted]
      [redacted]
      Gainesville, GA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a credit report dispute.
On July 27, 2016, I spoke with [redacted] and a credit was applied to the account on July 26, 2016, to close the account with a zero balance due to the 30 day money back guarantee. The credit bureau has been notified as of July 28, 2016, and [redacted] will receive a confirmation letter within 30 business days.
Additionally, a full refund in the amount of the payment made on April 7, 2016, was charged back to [redacted]’s credit card on July 28, 2016. I apologized 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,
Renesha K
Executive Customer Relations

August 23, 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...

5, 2016
         [redacted]
         [redacted]
         Okemos, MI [redacted]
Dear Sir/Madam:
This letter is in response to the complaint filed by [redacted] regarding a promotional offer.
Our records indicate on August 12, 2016, a 12 month promotional rate for the Internet Plus Double Play service was applied to the account, effective August 19, 2016. At the conclusion of the promotion, standard retail rates will apply.
On August 18, 2016, a representative spoke with [redacted] and verified that the promotional offer he was provided with was what he requested and that his services are working properly. We apologized for any inconvenience or frustration experienced in attempting to resolve 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,
Jeremy C[redacted] Regulatory Compliance Specialist

May 20, 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:  May 16, 2016
Re: [redacted]
      [redacted]
      Knoxville, Tennessee [redacted]
Dear Sir or Madam,
This letter is in response to the rebuttal filed by [redacted] received in our office May 16, 2016 in regard to a billing explanation request.
I spoke with **. [redacted] on May 17, 2016, and provided an explanation of the billing prior to October 2015. Records indicate a partial adjustment for the billing error was applied to the account on May 10, 2016, and is reflected on the May 11, 2016 billing statement. An additional adjustment for billing correction was applied on May 17, 2016 which will reflect on the June 11, 2016 billing statement.
Review of the account concludes the current bundled rate activated as of February 29, 2016 is being billed as offered for a period of twelve (12) months. Pricing does not include equipment charges, taxes or fees. Upon expiration, regular rates will apply. I apologized for any frustration or inconvenience **. [redacted] may have experienced while attempting 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,
Patrick H.
Executive Customer Relations

March 28, 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 23, 2016
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 March 23, 2016 in regard to a billing dispute.
A Comcast representative spoke with [redacted] on March 23, 2016 and confirmed the account has been downgraded as requested effective March 22, 2016. A 24 month contractual promotion for the XFINITY Blast! Plus double play was applied to the account on March 22, 2016. The promotion will expire on March 21, 2018, at which time standard retail rates will apply. A 12 month promotion for the digital video recorder (DVR) and high definition technology fee was also applied to the account on March 22, 2016 and will expire on March 21, 2017.
A credit was applied to the account on March 22, 2016 and on March 23, 2016 for the time the service was not downgraded as requested. The credits will appear on the next billing statement, which will generate on April 9, 2016.
We 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 matter. Should you have any questions or need additional information, please contact my colleague, Sarah, at ###-###-####.
Regards,
Mario S.
Executive Care Specialist

January 26, 2015  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:           [redacted] Date of...

Notice:         January 2, 2015  Re:                   [redacted]                        [redacted]                       Clinton, NJ [redacted]             Dear Sir or Madam: This letter is in response to the above-referenced complaint filed with your organization by [redacted] regarding her CableCARD concern.  At Comcast, we strive to provide outstanding customer service and I appreciate you bringing this matter to my attention.  Comcast’s records indicate a Comcast technician was dispatched to [redacted]’s residence January 9, 2015.  The Comcast technician replaced and activated [redacted]’s CableCARD during that service visit and service was restored.   Upon receipt of this complaint, I contacted **. [redacted] on January 16, 2015 to discuss her concerns and apologize for any inconvenience or frustration she may have experienced attempting to resolve her issue.  [redacted] confirmed her service is now working satisfactorily.   A credit was issued to [redacted]’s account and it will reflect on her February billing statement.  I trust that this letter provides your office with the information required in this matter.   I am providing [redacted] with a copy of this correspondence so that she may contact me directly with any further questions or concerns she may have regarding this matter.  Should you have any questions or need additional information please do not hesitate to contact me.      Regards, Ms. C[redacted]Corporate Analyst###-###-####Freedom Region Corporate OfficeExecutive Customer 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:I have no confirmation of any change to my credit nor has Comcast denied my claim for breaching my credit illegally. I have heard no such denial. The last I spoke to them, the claim was being sent to their "claim" department.
This is the second time Comcast has said my credit would be adjusted. The first time, they failed to follow through. I have no reason to believe they will follow through now. 
Regards,
[redacted]

November 21, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:      [redacted]Date of Notice:    October 30, 2014                   Re:       [redacted]            [redacted]           [redacted] De...⇄ Sir or Madam, This letter is written in response to the complaint filed by [redacted], received by our office on October 30, 2014 regarding a billing issue.  Upon receipt of this complaint, I contacted [redacted] on November 20, 2014 regarding her billing concerns.  [redacted] stated she made a payment to her account on September 8, 2014.  Upon reviewing [redacted] account I am showing the payment on September 8, 2014 was received and posted to her account.  Prior to receiving the payment on September 8, 2014 [redacted] account was past due.  [redacted]’s account also reflects the payment on September 8, 2014 was not a full payment to bring the account current.  I explained my findings to [redacted] and she now has a better understanding of her bill and account charges. 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,  Tonica F.Executive Customer Relations Specialist

[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:
Please see the attached screenshot and documents. My account has not been fixed. Over the last few months, multiple representatives have each told me several times that my account was corrected. I always refer to the information in this screenshot which clearly shows the extra monthly charge, and they always respond that the information online will not update until my next billing cycle. I know this is false, because every time a change has been made to my account, the information on this particular screen has always updated within 48 hours. This screen can be reached by taking the following steps:
1. Following the "My Account" link.
2. Signing in with my account credentials.
3. Following the "My Services" link.
4. Following the "Upgrade" link for any of the services listed.
5. Following the "Full billing details" link on the upgrade offers page.
This particular list of full billing details is the only place this ghost billing charge has ever appeared on my account aside from the actual, incorrect bill. It has never appeared on the "My Services" page, nor has any representative ever been able to see it attached to my account on their end. For this reason, they always tell me that my account must have already been corrected, and that there is nothing they can do.
All the most recent representative has done is apply a $195 ($64.99 x 3) credit to my account which, if she had actually looked at the account, would have determined was incorrect, as I was already credited for two of the three incorrect bills by various representatives as the incorrect charges occurred. I can only wait now for the incorrect credit to be reversed, at which time I will probably be told that I am now late on my bill and will be charged a late fee.
The current bill was due 12/19/2014 (yesterday), and due to the superfluous credit being applied to my account (which did not adjust any of the additional taxes and fees that I was incorrectly charged for), I have no way of seeing the actual correct amount due to pay. I also have not received a call back from the representative handling my case, which I was promised within a week of the original call (12/4/2014), and who did not give me her contact information.
This is what needs to happen now:
1. The incorrect credit for $195 should be reversed.
2. The actual correct credit of $64.99 + taxes and fees should be applied to my account.
3. The ghost billing code should actually be removed from the account.
4. I should be sent, in writing, confirmation that the above steps have taken place, along with an itemized, updated bill which shows how much I actually owe now so that I may pay.
5. A representative should contact me by phone to confirm the correct actions have been taken and how much I actually owe.
I don't really care about an apology, I just want my account fixed so I can pay my bill and finally leave this mess behind me.
Regards,
[redacted]

October 15, 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:  October 6,...

2015
Re:       [redacted]
            [redacted]
            Littleton, CO [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by billing [redacted], received in our office October 6, 2015 in regard to receiving promotional rates and issues with a transfer of service.
I spoke with **. [redacted] on October 14, 2015 and confirmed that a 24 month transitional promotional rate for HD Preferred plus Triple Play has been applied to the account and backdated to the date the service was transferred to new address. The year one rate of the promotion is billed from June 23, 2015 through June 22, 2016. The year two rate will be billed from June 23, 2016 through June 22, 2017. At the conclusion of the promotion, standard retail rates will apply. The balance on the account was corrected with an auto-calculated pro-rated adjustment when the promotional rate added to the account was backdated to June 23, 2015. The pro-rated adjustment applied to the account balance on October 5, 2015 and was present on the October 13, 2015 billing statement.
The transfer of service was correctly processed. However, **. [redacted]’s Comcast user ID was not migrated to her new account. I confirmed that the user ID has been moved to the correct account on October 6, 2015. I apologize for any inconvenience or frustration may have experienced while addressing this matter. **. [redacted] stated that she has been experiencing intermittent service issues still, but has declined a service visit at this time, as she is not sure what her schedule is like. I have provided her with my direct contact information should she require further assistance with 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 ###-###-#### Ext. [redacted] Regards,
Nicholas B.
Executive Customer Relations
Comcast | West Division

June 13, 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 3, 2016
Re:     [redacted]
...

         [redacted]          Minneapolis, MN [redacted] Dear Sir or Madam:
This letter is in response to the complaint filed by [redacted] which was received by our office June 3, 2016 regarding a collection notice received.
On June 8, 2016, [redacted], and has been informed there is no balance due on the account, the collection agency has been notified as of June 3, 2016 and [redacted] will receive a confirmation letter from the collection agency within 30 business days. A credit was applied to the account on June 3, 2016 for the remaining balance on the account. The credit will appear on the next billing statement that will be issued on June 3, 2016. I apologized for any inconvenience and frustration experienced while trying to resolve the 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 ###-###-#### Ext. [redacted]. .
Regards,
Daniel T.
Executive Customer Relations

August 15, 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 3,...

2016
         [redacted]
         [redacted]               Henrico, VA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding email service.
I made several attempts to contact [redacted] to discuss the above-referenced concerns. Unfortunately, my attempts were unsuccessful. However, we would need to speak with [redacted] to address his email related issues.
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,
Eugene B[redacted] Executive Customer Relations

September 6, 2016 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number:  [redacted]      Date...

of Notice:  August 22, 2016[redacted] Fort Lauderdale, FL [redacted]Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing concern.  On August 23, 2016, I contacted [redacted] and explained that the current promotional discount for the high definition digital video recorder (HD DVR) had expired as of June 29, 2016, and regular rates were in effect. A promotional rate for the HD DVR was applied for 12 months, effective August 20, 2016 through August 19, 2017. A credit was applied on August 22, 2016 and will be reflected on the statement dated September 16, 2016. I apologized 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,Diane D. 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 9,...

2016
         [redacted]
         [redacted] Apt *
         Philadelphia, PA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a (Fraud/ID Theft) claim.
On July 11, 2016, I spoke with [redacted] and advised in order for us to investigate the claim a (Fraud - Identity Theft Packet) must be completed. [redacted] confirmed that the packet has already been submitted. After investigation by our credit and collections department, it has been determined that no packet was received. I made several attempts to contact [redacted] to update her on the above-referenced concerns. Unfortunately, my attempts were unsuccessful.
A letter has been mailed to [redacted] to provide information regarding what documents will be needed to file the fraud claim, as well as a link to print out paperwork and the phone number to which the information can be faxed.
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 [redacted] extension [redacted] between the hours of 9:30 am to 6:00 pm Monday through Friday.
Regards,
Jay B[redacted] Regulatory Executive 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 do not know why the representative did not reach me, because we were engaged in negotiations via email and ended up with the solution provided to you by her. 
Regards,
[redacted]

July 14, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted]Date of Notice:  July 6,...

2016[redacted]Apt. # [redacted] Detroit, MI [redacted]Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by **. [redacted] regarding a billing concern.On July 6, 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 ends. The billing on the account is accurate. In an effort to reach a satisfactory resolution, a six month promotional discount has been applied to the account effective May 29, 2016 through December 11, 2016. A promotion for [redacted] premium channel was also added effective May 29, 2016 through June 11, 2017. At the conclusion of the promotions, standard retail rates will apply. In addition, a credit was applied to the account on July 6, 2016 for additional charges after the previous promotion expired. The credit will appear on the next billing statement that will be issued on July 28, 2016. An apology was extended for any inconvenience experienced in 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,Avery H. Executive Customer Care Specialist

May 31, 2016
Revdex.com 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia PA 19103
Re:                   [redacted] [redacted]
                   [redacted]
                   Atlanta, GA [redacted]
 
 
Revdex.com Case Number:          [redacted]
Date of Notice:           June 2, 2016
 
To the Bureau:
This letter is in response to the above-referenced rebuttal letter submitted to the Bureau by [redacted]. Please be advised that we addressed [redacted]’s concerns in a previous response dated May 24, 2016 and the rebuttal letter does not raise any new issues upon which we can provide assistance. As a courtesy, I am providing you with the information contained in the previous response.
Effective December 1, 2013, pursuant to Section 4 of the Customer Agreement for Residential Services, Comcast implemented a data usage plan that established a usage threshold of 300 GB per month for all of its residential XFINITY Internet customers in [redacted]’s area. Under the data usage plan, customers are given three courtesy months during which they will not be billed for exceeding their data usage threshold. If the threshold is exceeded a fourth time, and on any subsequent occurrence, the customer will be charged $10.00 for each additional 50 GB block of data provided.
Effective November 1, 2015, for an additional monthly rate of $35.00, XFINITY Internet customers in [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 450 GB can therefore realize significant cost-savings through this optional plan. The 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 300 GB monthly usage plan.
Customers in [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. New customers receive a link to the data usage policy via email during the first week of their XFINITY Internet service. Frequently asked questions and answers about the plan are available online.[1]
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.[2]
Automatic email notifications when they reach 90, 100, 110, and 125 percent of their data usage allotment.

On May 14, 2016, a Comcast Customer Security Assurance technician contacted [redacted] to advise her of the aforementioned information and address any other concerns. The technician provided her direct contact information so that [redacted] can contact her with any further questions or concerns.
An Executive Customer Relations specialist spoke with [redacted] on May 14, 2016, to discuss her billing concerns and apologize for any inconvenience experienced attempting to resolve this matter. The specialist advised [redacted] that additional usage fees were accrued due to exceeding the data threshold and as stated above, customers are given three (3) courtesy months during which they will not be billed for exceeding their data usage threshold. Credits for additional usage were reflected on [redacted]’s February, April and May billing statements. No additional adjustments are warranted. The specialist also advised [redacted] that there are no unreturned equipment charges on her account.
I trust this letter provides your office with the information required in this matter.
Sincerely,
Customer Security Assurance
###-###-####
 


[1] http://customer.comcast.com/help-and-support/internet/data-usage-plans-expansion...⇄ />

[2] https://customer.comcast.com/secure/usagemeterdetail.aspx

[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:
 The initial problem was resolved by the technician who spent 2 hours at my home finally diagnosing that I had been given the incorrect card for my [redacted] and replacing the card with a correct card.  After this complaint was lodged I did get a call from a Comcast representative, during which I pointed out that I was also being charged for services which I had not ordered and was not receiving.  After a lengthy conversation these items were removed from my bill. I then attempted to watch tv but was unable to do so as there was no cable connection.  I tried to reach out to the representative with whom I had just spoken and my call was transferred and dropped several times. Finally I gave in and called the number I had previously called to pair my [redacted] and this time it was successful. I was told that it was previously paired incorrectly.  This time I only had to make 4 phone calls and spent 1.5 hours to resolve the issue.  
Regards,
[redacted]

March 9, 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 3,...

2016
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, 2016 in regard to receiving promotional rates.
I spoke with [redacted] on March 9, 2016 and the 36 month promotional rate for the Starter Triple Bundle had been applied to the account effective December 11, 2014. [redacted] verbally accepted the promotional package that included Digital Starter, Performance Internet and Voice. The first year promotional price was effective from December 11, 2014 through December 10, 2015. The account rolled into the second year rate effective from December 11, 2015 through December 10, 2016. The third year rate will be effective from December 11, 2016 through December 10, 2017. 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, 2014 through December 10, 2015. At the conclusion of that promotion he is billed at standard retail rates. His 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, 2016. If [redacted] cancels his service he will be billed an early termination fee. We 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 matter. Should you have any questions or need additional information, please contact me at ###-###-####, Monday-Friday, 8:00 a.m. - 4:30 p.m.
Regards,
Vanessa F[redacted] Executive Office

January 30, 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: January 22, 2016
Re: [redacted]
[redacted]
Palos Park, IL...

[redacted]
Dear Sir or Madam:
This letter is in response to the complaint filed with your office by [redacted] on January 22, 2016, regarding his billing concern.
[redacted] was contacted on January 30, 2016 in regards to his concerns. [redacted]’s account was corrected on December 30, 2015 and back dated to November 28, 2015, to account for the overcharge due to a coding error. As a courtesy, an additional credit was applied to [redacted]’s account.
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 ###-###-#### between the hours of 7:30 am - 4:00pm Monday through Friday.
Regards,
Mikel S[redacted] Supervisor, Regulatory Compliance

[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.  However, as a customer of nearly 20 years, I find it unacceptable that when a rep from their corporate office calls, and you call back, you get voice mail.  Then the rep calls back hours later.  Sorry, but I have a job, and am unable to sit by the phone for hours at a time for a rep to call back. 
They need to hire more phone reps. 
Regards,
[redacted]