Comcast Corporation

June 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:  May 20, 2016
Re:     [redacted] ...

         [redacted]
         Cedar, MN [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office May 20, 2016 regarding a drop bury.
I spoke with [redacted] on May 25, 2016 to discuss all concerns and to schedule a drop bury appointment. Subsequently, [redacted] spoke to our field operation Supervisor on June 7, 2016 and confirmed that all locates have been marked in the yard and the drop will be buried on June 9, 2016. I apologized for any inconvenience and frustrations experienced in 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 ###-###-#### Ext. [redacted].
Regards,
Shirley K.
Executive Customer Relations

January 15, 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]              [redacted] Dear Sir or Madam,This letter is in response to the complaint filed by [redacted], received in our office January 5, 2015 in regard to promotional offer.  I attempted to contact [redacted] several times, using all resources provided by the customer, to discuss his concerns.  Unfortunately, my attempts were unsuccessful.  However, our records indicate on January 3, 2015 the customer was given the starter promotional package. The promotion will be from January 3, 2015 to January 3, 2016. Per our records the customer did accept this offer. I apologize for any inconvenience experienced and have provided my direct contact information should [redacted] have any additional questions or concerns.  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, Sarah E[redacted]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 for your help in resolving this matter.Best regards,
[redacted]

[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:I received a) multiple phone messages, b) 2 email messages, and c) one letter from Comcast Customer Service.Phone messages were left on my home phone in daytime (if I am not mistaken) when am at work. This venue is unavailable for me.Email messages appeared to be half-baked, actually. The first one had my gender confused, the other one had our address botched. I replied to both of them on April 16 and on April 23 in any event.Fundamentally, a claim that I had to call Comcast to complete some verbal agreement is contrary to Comcast own advertising the 100/150/200 gift card offer. What's next: to get the card I would have to repeat Labors of Hercules and/or present compelling evidence/proof that I am not a camel?Comcast should simply mail me the promised /advertised $150 gift card without further excuses/delays.
Regards,
[redacted]

August 28, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:                  ...

[redacted]Date of Notice:                  August 12, 2014 Re:       [redacted]            [redacted]            [redacted]                 Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], an authorized user on [redacted]’s account, received in our office August 12, 2014, referencing service and billing issues. On August 15, 2014, I spoke to [redacted] regarding her concerns. I confirmed with her that a new HD box was shipped on August 11, 2014, had been delivered to her home on August 12, 2014. [redacted] advised me the box was activated and is working properly. In regard to [redacted]’s billing concern, I confirmed with her that on August 12, 2014, her promotion was repackaged and corrected. I also confirmed the equipment [redacted] has on her account and ensured she is being billed properly for this equipment.  I apologized for any inconvenience or frustration this had caused [redacted], and as a one-time courtesy, a billing adjustment was applied to [redacted]’s account on August 15, 2014. This billing adjustment will be reflected on her next billing statement, due to print on September 7, 2014. 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,  Brandon M[redacted]Executive Customer Relations

April 21, 2015 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:  [redacted]Date of Notice:             April 14,...

2015 Re:     [redacted]          [redacted]          Shakopee, MN [redacted]             Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office April 14, 2015 in regard to disconnected services.   I spoke with [redacted] on April 21, 2015.  I apologized for the inconvenience he experienced due to the disconnection of service and confirmed his services were reconnected on March 6, 2015.  A credit was applied to his account as indicated in his complaint on March 4, 2015 and was reflected on his March 18, 2015 billing statement.  I applied the additional outlet charge credit as requested on April 21, 2015.  This credit will be seen on his May 18, 2015 billing statement. In regards to the HD DTA equipment; I arranged to have a technician deliver the equipment on April 21, 2015. I have forwarded [redacted] feedback to management for coaching and review.  [redacted] is satisfied and we consider the matter closed. 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

February 19, 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:   February 8,...

2016
Re:         [redacted]
              [redacted]
              Chevy Chase, MD [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], an authorized user on the account of [redacted], received in our office February 9, 2016 regarding technical difficulties with their service.
Upon receipt of this complaint, a review was made of the account. I spoke with [redacted] on February 10, 2016 and referred the service related concern to our maintenance supervisors. I confirmed on February 15, 2016 our maintenance crew replaced a cut spliced cable line and corrected the noise coming from the node. I attempted to contact [redacted] several times; using all resources provided after all repairs were completed February 15, 2016 to confirm services. Unfortunately, my attempts were unsuccessful. However, our system shows the cable and internet are online and reflecting good signal levels. A credit was placed on the account February 19, 2016 for intermittent service issues. The credit will appear on the March 14, 2016 billing statement.
We apologize for any inconvenience and frustration experienced in attempting to have 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 ###-###-####.
Regards,
Darlene P[redacted]
Comcast Cable Communications, LLC

[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 Rani M[redacted] clearly is lying to me. I sent her proof that Comcast charged me for services I never received. False advertising is fraud . Overcharging customer is stealing .  They refused to talk to the Illinois attorney General for a reason. I am a victim of fraud. 
Regards,
[redacted]

April 27, 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 11, 2016
Re:    [redacted]
...

         [redacted]
         Sunderland, MA [redacted]
Dear Sir or Madam,
This letter is in response to the above referenced inquiry submitted to your office by **. [redacted].
The [redacted] ([redacted]) fee is an itemized charge that is intended to offset a portion of the costs of broadcasting multiple [redacted]s to our standard video services. The fee applies to XFINITY TV customers receiving Digital Starter and above, as well as XFINITY TV 450 Latino service tier. **. [redacted] received at least 30 days prior notice of our institution of these charges in accordance with FCC rules, and new customers are informed of the charge in our marketing materials and through email confirmations of their orders.
Upon receipt of this complaint, I contacted **. [redacted] on April 12, 2016, to advise him of the aforementioned information, and to apologize for the inconvenience he experienced while attempting to resolve this issue. I further advised **. [redacted] of the Digital Economy television service which does not include the [redacted] programming; however, **. [redacted] declined to make any changes to his account at this time.
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.
Regards,
Jessica D[redacted] Executive Customer Relations
###-###-####

January 29, 2015  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:       [redacted]Date of Notice: December 12, 2014 Re:...

      [redacted]
            [redacted]            Tallahassee, FL 32308                        Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office January 12, 2015, regarding billing concerns with their service.  I spoke with Ms. [redacted] on January 12, 2015, regarding her concerns. Ms. [redacted] was advised on January 13, 2015 that in order to Stream [redacted], cable service is necessary.  As a courtesy, a promotional monthly discount was applied to Ms. [redacted] account for six months from January 13, 2015 through July 13, 2015. Also, a promotion for the Blast Internet upgrade speed was applied free for twelve months from January 13, 2015 through January 13, 2016.  I apologized for any inconveniences or frustrations Mr. and Mrs. [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 561-881-3260  Regards, Olga V.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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
[redacted]  The Revdex.com     Thank you for contacting me in regards to the problem we are having with Comcast. If you look at the letter that Mr. Avery H from Comcast sent you, you’ll see that he’s now blaming my wife for this by saying “On May 14, 2016, the self-service discount was removed from the account, due to [redacted] not enrolling in the monthly self-service discount offer online.” However it was the 4th. payment into this 1 year agreement before it was ever mentioned. Tell Mr. H to play for you the tape from the day in which we entered into this agreement in March, or the 2nd conversation which was the 3rd. payment into this agreement when they lowered the payment back to $39.99 and you’ll see that we were offered internet for 1 year at $39.99 per month with no mention of self service ever being brought up. They are totally avoiding my claim of Bait and Switch which is the reason I contacted you in the first place. In the 4th Paragraph he says and I quote “On June 21, 2016, an additional credit was applied to the account for one month of the discount. The change of service and credit will reflect on the next billing statement dated July 14, 2016.”  When I spoke with Mr. Avery H from Comcast he stated that he would credit us the $10.00 and that the price would remain $39.99 for the remainder of the 1 year agreement, but here he might be saying the $10.00 discount will be applied for one month and the price going back up to $49.99 for the remainder of the agreement. My question is how can you bring this self service discount into play on the 4 month after the original agreement was made? You can’t believe a word they say and for them to get away with this all they have to say is “I’m sorry that what you were previously told was wrong and the agreement is this!” as in our case. A verbal agreement is still an agreement and the company must back up these agreements when their sales personnel sell these plans. I’d like to see Comcast taken to court and made to pay fines for their dirty misleading tactics. Just look at their customer approval ratings and read some of the things they’ve done. I don’t understand why the government still allows them to operate in this country as some of the things they do should be against the law. When Avery H from Comcast acknowledges the original agreement was for $39.99 without the self service clause and puts us back on this agreement we will consider this complaint resolved. All he has to do is listen to the original tapes.   Sincerely [redacted] & [redacted]
Regards,
[redacted]

March 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:  March 24, 2016
Re:    [redacted]
         [redacted]
         Saint Johns, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office March 24, 2016 regarding service related issues.
I spoke with [redacted], an authorized user on [redacted]’s account, on March 30, 2016 and confirmed the service related issues were resolved on March 28, 2016 by the technician clearing and balancing the node. A credit was applied to the account on March 30, 2016 for time without service from March 14, 2016 through March 29, 2016. The credit will appear on the next billing statement, which will be issued on April 12, 2016. I apologized for any inconvenience experienced in attempting to have 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 ###-###-####.
Regards,
Diane D
Executive Customer Relations

I accept the business's response to resolve this complaint

June 25, 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: June 12, 2015
Re:   [redacted]...

[redacted]
        [redacted]
        Cypress, TX [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office on June 12, 2015 in regard to early termination fees.
On June 25, 2015, I communicated with [redacted] via e mail to address her concerns. I verified that on June 12, 2015, [redacted] was misinformed about the serviceability of her new address. When she called in to set up a service transfer, she was advised at that time that her new address is not serviceable by Comcast. After reviewing her account, I advised [redacted] that we have made the decision to waive the early termination fees associated with the cancellation of her account.
On June 25, 2015, [redacted]’s account was cancelled and backdated to the original request date of June 12, 2015 with the early termination fees removed. [redacted] has been given the address of the nearest authorized location to return the equipment leased to her and will receive a final bill within 7-10 business days. I apologized to [redacted] for any inconvenience she 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 ###-###-####, ext. [redacted].
Regards,
Lindsay H.
Comcast – West Division
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]

[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 appreciate Brandon's attentiveness to this matter and all of his help.  
Regards,
[redacted]

September 28, 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 14, 2015
Re: [redacted]
      [redacted]...

[redacted]       West Newton, PA 15089
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office September 14, 2015, regarding service related issues.
[redacted] began services with Comcast on May 4, 2015, under a 24 month contract. [redacted] first reported issues with his services on September 3, 2015. On September 22, 2015, I spoke with [redacted] and explained that we would need a technician to his residence to determine the source of his service issues. This service call was completed on September 26, 2015. The issue was determined to be a defective modem. We have been unsuccessful is reaching [redacted] since the trouble call was completed to verify his satisfaction. Based on the technician’s findings, we do not find sufficient justification to waive the Early Termination Fee associated with his contract if he still wishes to cancel Comcast 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 the Executive Customer Relations Team at ###-###-####; Monday through Friday from 8:00am until 7:00pm.
Regards,
Bryan S[redacted]
Executive Customer Relations

March 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:   February 29,...

2016
Re:       [redacted]
            [redacted]
            Abingdon, VA [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office February 29, 2016 in regard to early termination fees.
On March 15, 2016, I spoke with [redacted] and after reviewing the request, we have made the decision to waive the early termination fees associated with the cancellation of the account. The account was disconnected effective, on March 9, 2016. A credit was applied to the account on March 15, 2016 for the early termination fees.  The credit will appear on the billing statement dated April 9, 2016.  I apologized for any inconvenience and frustration they may have experienced in order to get this issue 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 ###-###-####.
Regards,
Shandra A.
Executive Customer Relations

July 11, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted]...

Date of Notice: June 28, 2016[redacted]Punta Gorda, FL [redacted] Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by [redacted]  [redacted] regarding a service disconnection request.  On June 29, 2016, I spoke with [redacted] and scheduled a disconnection of service effective June 24, 2016 as requested.  I explained that the disconnection of service generated a prorated credit leaving the account with a final credit balance.  I explained that a refund check will be mailed within 4-6 weeks and I will follow up on August 03, 2016 to confirm receipt of refund.  I apologized for any inconvenience 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 11, 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: June 30, 2016
...

      [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, 2016 for the Equipment Rental Fee. The credit appeared on June 27, 2016 the billing statement. An additional credit was applied to the account on June 30, 2016 for the service issues. The credit will appear on the next billing statement that will be issued on July 27, 2016. 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 matter. Should you have any questions or need additional information, please contact me at ###-###-####.
Regards,
Rose H.
Executive Customer Relations