Comcast Corporation

June 6, 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:      May 25, 2016
[redacted]
[redacted]...

**
Miami, FL [redacted]
Dear Sir or Madam:
This letter is in response to the complaint filed by [redacted], which was received by our office May 25, 2016 regarding service issues.
On June 5, 2016, I spoke with [redacted] and confirmed that she no longer needed to schedule a service call. She informed me that the service has been working for the last 2 weeks. A credit was applied to the account for the service issues from March 16, 2016 through May 22, 2016. I applied another credit to the account on June 5, 2016 due to a balance that was transferred in error. The credits will appear on the next billing statement issued June 12, 2016. I verified that a payment was posted to the account on May 25, 2016. I apologized 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,
Richard C.
Executive 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
~ 4/15/2016  I spoke to one of the installation managers and CLEARLY informed them that I was available Monday 4/18 at  5:30pm,  I get a call from the tech  at 3pm saying that he is on his way to my house.   I was at work and was not leaving work for an appointment that was supposed to be at 5:30pm
4/19/2015  I spoke to the manager again and informed  them that I was available Thursday 4/21 at after 5pm so we scheduled for  5:30pm  ,  I get home at 5:20pm and I see a card on my door stating that the technician left at 5:15pm .  When I spoke to Mr. K[redacted] about the mix-up he told me that he was told that the tech was at my house at 5:45pm ... I sent Mr. K[redacted] a picture of the card clearly stating that they left my house at 5:15pm  ... 15 minutes before our appointment (I've attached photo) .    
~4/25 - 4/27  I was scheduled for anther install at 5:30pm no one ever showed up and I never received a call
4/30/2016 2 techs can to my house to hopefully complete the install (Security and IR),  but of course they were not able to complete it because the first tech. crossed the wires and when the current tech connected the wires they started to burn. They are supposed to come back out 5/3/2016 with an electrician to complete this install.
Bottom line we are not in this position because I was not available for appts.  we are here because to the incompetence of some of their techs and miscommunication from managers to techs .  I'm attaching a few photos of how my house was left by the first tech.  
My original original install was scheduled for 4/2/2015 it is now 5/3/2016 and It is still not complete (From 4/2 until 4/11 I was totally without any security at my residence).   It is going to take ALOT more then a credited installation and a few days credit to make this right and it looks like I'm going to have to take additional actions against Comcast to rectify this disastrous experience  .
Regards,
[redacted]

July 8, 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 1, 2016
      [redacted] and [redacted]
      [redacted].
      Holly, Michigan [redacted]
Dear Sir or Madam:
This letter is in response to the complaint filed by **. [redacted], which was received by our office June 19, 2016 regarding an unburied cable line concern.
On July 1, 2016, I spoke to [redacted]. An apology was provided for the delay and any inconvenience [redacted] experienced. Our records reflect that when being repackaged on March 14, 2016, [redacted] was not advised that in order to keep the monthly monetary self-service discount included with the promotion, she would need to enroll in auto-payment. Due to [redacted] not being advised she would need to sign up for auto-payment, the self-service discount was removed May 14, 2016. This change was reflected on the May 14, 2016 bill statement. On May 16, 2016, in the interest of good customer service, a representative applied a one-time credit in the amount of the monthly promotional discount. This credit brought the balance to the amount that [redacted] had anticipate on paying, which was due by June 9, 2016. The representative failed to advise **. and [redacted]’s that in order to continue to receive the monthly discount they would need to sign up for auto-payment. Subsequently, on June 14, 2016 a new bill statement printed that did not include the monthly self-service discount.
On June 17, 2016, [redacted] signed up for auto-payment which meets the requirement to receive the monthly self-service discount. On June 18, 2016, the self-service discount was applied and will reflect on the July 14, 2016 bill statement. In the interest of good customer service, I applied an additional credit to the account on June 21, 2016. The credit will reflect on the June 14, 2016 bill statement also. [redacted] was provided a detailed billing explanation including the monthly discount and prior to surcharges taxes and fees. In addition [redacted] was advised, the promotional offer was backdated and is effective March 14, 2016 and will expire on March 27, 2017. Direct contact information was provided should [redacted] require further assistance in 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,
Avery H.
Executive Customer Care 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:
There has not been data caps for broadband access ever in this country or any even third world countries. This is a MONEY GRAB for Comcast because people are "cutting-the-cord" or cancelling TV service in lieu of streaming providers like [redacted],[redacted], etc.. Of course if you stream content from Comcast it doesn't count against the "data threshold" since you are paying them for the content, but if it's from a competitor it counts against you.
This is monopolistic, and anti-competitive, and the unfortunate part is companies like Comcast have a monopoly in many areas. For me, Broadband options are either Comcast or No Internet. May I remind everyone this is 2016 and the United States of America. I can't vote with my wallet, unless I choose to not have internet. What really needs to happen is they need to be classified as a utility just like Water, Phone, and Power, and be controlled by the government since the greedy corporations can't control themselves on an already wildly-marked up product. Now they want MORE money for the same service because instead of innovating and providing better services than [redacted] and the likes, they rather not evolve but find different ways to charge consumers who have no choice to make up the difference in lost revenue from a failing and archaic Cable Television Product. The only reason they are not the next "[redacted]" is because customers can't choose to use [redacted] like they could over [redacted], in this case we have no choice because their lines are ran under public ground to our homes and we have no way of laying our own cables.
Comcast has been receiving FCC pressure about this and I saw they have raised the 300GB cap to 1TB accross the nation, much better, but STILL unacceptable. This should not be capped.
Regards,
[redacted]

April 22, 2015Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:  [redacted]
Date of Notice: April 15, 2015
Re:    [redacted]
...

         [redacted]          Pittsburgh, PA [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office April 16, 2015, in regard to a rebate.
I attempted to contact [redacted] several times, using all resources provided, to discuss his concerns. Unfortunately, my attempts were unsuccessful. However, our records indicate that [redacted] did not complete acceptance of the agreement required to receive the [redacted] prepaid card. Once agreement is accepted the card will process within 4-6 weeks as [redacted] has met all other qualifying criteria. I apologize for any frustration or inconvenience experienced in resolving 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,
Matthew F[redacted]
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 10, 2016
      [redacted]
      [redacted]       Kennesaw, Georgia [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted], regarding technical difficulties with their service.
On August 23, 2016, I spoke with [redacted] and scheduled a service visit for August 26, 2016 as she requested based on her availability. Our records indicate scheduled maintenance was previously completed on August 8, 2016 to address service issues experienced during that time. A credit was applied to the account on August 11, 2016 for the loss of service, the credit was reflected on the August 22, 2016 billing statement. We will continue working with [redacted] to address the service issues referenced and issue compensation as needed.
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,
Patrick H.
Executive Customer Relations

April 2, 2015 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:       [redacted]Date of Notice:      March 31, 2015 Re:       [redacted]            [redacted] [redacted]             [redacted]            Sandwich IL [redacted]            Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office March 26, 2015 regarding technical difficulties with their service.   I spoke with **. [redacted] on March 31, 2015 and confirmed the service related issues they experienced were resolved on March 30, 2015 by swapping out the cable box. I have provided my direct contact information, as well as listing it below, should [redacted] require any additional assistance. 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] ext [redacted].    Regards, Sarah E[redacted]Executive Customer Relations

December 15, 2014  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: December 4, 2014 Re:       [redacted]...

[redacted]                [redacted]            Shreveport, LA [redacted]                Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office December 4, 2014 referencing a billing concern.  On December 4, 2014, I spoke with [redacted] in regards to his billing concern. Due to a system error, [redacted]’s account has been charged for Comcast Digital cable, Performance Internet services, and a promotional rate for the Limited basic double play services. [redacted] has been charged for the additional services since September 5, 2014.  On December 10, 2014, an escalation was sent and resolved by Comcast Billing Support. The additional limited basic double play package was removed from [redacted]’s account. I confirmed that a credit was applied to [redacted]’s account on November 6, 2014 for the billing error and late fees which appeared on his billing statement dated December 1, 2014. An additional credit was applied on December 12, 2014 to correct the billing issues which will appear on [redacted]’s billing statement dated January 1, 2015. I apologized for any inconvenience this matter may have caused.  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, Crystal H.Comcast Executive Customer Relations Specialist

July 14, 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 29, 2015
Re:    [redacted]
...

         [redacted]
         [redacted]
         Atlanta, GA [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office June 29, 2015 regarding service related issues.
I spoke with [redacted] on July 5, 2015 and confirmed the service related issues were resolved on June 29, 2015 by a technician installing a customer owned modem. A credit was applied to the account on July 5, 2015 for loss of service. The credit will appear on the next billing statement, which will be issued on July 17, 2015. Comcast records do not reflect any missed appointments. I apologized for any inconvenience and frustration they may have experienced in attempting to resolve this issue.
I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
Regards,
Byron. P
Executive Escalations Specialist

June 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:  May 24, 2016...


Re:                   [redacted]
                        [redacted]
                        Murfreesboro, Tennessee [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted] received in our office May 24, 2016, in regard to receiving promotional rates.
I spoke with [redacted] originally on May 25, 2016, and confirmed that an X1 Starter/Extreme Double Play contracted bundle for twenty-four (24) months was applied to the account on May 20, 2016, through May 20, 2018. [redacted] is not included with the current promotional rate. As a courtesy, on May 20, 2016, [redacted] at no additional cost was activated for a period of three (3) months expiring on August 20, 2016. Additionally, a monthly credit was applied effective May 28, 2016, through May 28, 2017.
I apologized for any inconvenience 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,
Leigh H.
Executive Customer Relations

December 16, 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:         December 11, 2015
Re:       [redacted]
            [redacted],
            Portland, OR, [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office December 11, 2015 in regards a billing concern
I spoke to [redacted] on December 11, 2015 and apologized for the inconvenience they had experienced as they attempted to have this concern addressed. Our records indicate that [redacted]’s account was cancelled on November 10, 2015. I advised [redacted] that we had reversed and zeroed out the balance on the account due to the misinformation given on December 7, 2015. In addition I advised [redacted] that we had not sent the charges to the collections and so no reporting had been done to any credit agencies.
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,
Michael M.
Executive Customer Relations

August 13, 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 4, 2015
Re:    [redacted] ...

         [redacted]          Knoxville, TN [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office August 4, 2015, regarding a service disconnection request.
I attempted to reach [redacted] using all methods provided, to discuss the concerns. Unfortunately, my attempts were unsuccessful. A review of the account on August 13, 2015 shows that the former account is scheduled for disconnect on August 18, 2015 with a stop bill date of June 01, 2015 as requested by [redacted]. Any credits on the account will be transferred to the new address on [redacted] Knoxville, TN [redacted]. I will have to speak with [redacted] to schedule a technician to resolve any service 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,
Lionel. M
Executive Customer Relations

November 17, 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:  November 9, 2015
Re:    [redacted]
...

         [redacted]
         White Lake, Michigan [redacted] Dear Sir/Madam:
This letter is in response to the complaint filed by [redacted], received in our office November 9, 2015 regarding a service concern.
A Comcast representative attempted to contact [redacted], utilizing all contact methods provided. Unfortunately, our attempts to contact [redacted] were unsuccessful. A service appointment was scheduled for November 12, 2015 for a technician to certify the outside of the residence. On November 12, 2015 a technician completed the service appointment. [redacted] was home and allowed the technician to enter his residence. The technician replaced a converter box and reconfigured the interior wiring to restore service. Unfortunately, our attempts to follow-up with [redacted] to confirm all services are working properly were also unsuccessful.
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 Heather at ###-###-####.
Regards,
Brad L[redacted] Executive Customer Care Specialist

April 22, 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 17, 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 April 17, 2016 regarding a billing issue.
On April 21, 2016, a Comcast representative spoke with Ms. Alba and a credit was applied to the account on April 21, 2016 for the generated in-home service visit charge and loss of service. The credits will appear on the next billing statement, which will be issued on May 6, 2016. An apology was extended 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 my colleague, John, at ###-###-####.
Regards,
Mario S.
Executive Care Specialist

October 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: September 28,...

2016
      [redacted]
      [redacted] Street
      Philadelphia, PA 19148
Dear Sir or Madam:
This letter is in response to the above-referenced inquiry submitted to your office by Mr. [redacted].
Comcast’s records indicate that Mr. [redacted] accepted a promotion offer for the Starter Triple Play service for 24 months, effective June 4, 2016, through June 3, 2018; however, this package did not include a prepaid card in the amount referenced in his complaint. A Comcast representative advised Mr. [redacted] that in order to receive that amount, he would have to subscribe to a qualifying HD Triple Play bundle.
On September 30, 2016, I contacted Mr. [redacted] to advise him of the aforementioned information, and to apologize for the inconvenience he experienced while attempting to resolve this issue. As a courtesy, a prepaid card in a smaller amount was delivered to Mr. [redacted] on September 30, 2016.
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 ###-###-#### between the hours of 8:30 am to 5:00 pm, Monday through Friday.
Regards,
Kimberly L[redacted]
Executive Customer Relations.

March 4, 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 7, 2016
Re:    [redacted]
         PO BOX [redacted]
         Santa Cruz, CA [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], an authorized user of [redacted]’s account, received in our office February 7, 2016 regarding a billing issue.
I spoke to [redacted] on March 2, 2016 and verified that [redacted] is indeed authorized on [redacted]’s account. We also reviewed the deferred credits previously issued to the account to correct the package and pricing offered at the time of sale with [redacted]. [redacted] has confirmed that she has no further concerns at this time.
I apologize for any inconvenience experienced in 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 me at ###-###-#### Ext. [redacted].
Regards,
Nicholas B.
Executive Customer Relations
Comcast | West Division

June 5, 2015 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:    [redacted]Date of Notice:   May 27, 2015 Re:      [redacted]...

[redacted]            [redacted]            Park Ridge, IL [redacted]            Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office May 27, 2015, in regards to billing concerns.   Upon receipt of the complaint, multiple contact attempts were subsequently made using all communication channels provided, however I was unsuccessful in reaching [redacted]. After further review of the account [redacted] contacted our Customer Care team on May 31, 2015 and addressed her concerns regarding her services not working and any credits owed to her for the time services were down. I placed an additional credit on the account as part of our Comcast Customer Guarantee for the missed appointment that occurred on May 26, 2015. In order to address any other concerns [redacted] may have, contact is necessary.  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. Comcast Executive Relation

August 16, 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 8, 2016
      [redacted]
      [redacted]
      La Vergne, TN [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding billing issue.
I made several attempts to contact [redacted] using all available contact methods. Unfortunately, my attempts were unsuccessful. However, we would need to speak with [redacted] to review the bill and to schedule a service call to resolve the service related issues.
Our records indicate that effective July 1, 2016 the promotional offer had rolled to the third year price. On August 1, 2016 a 36 month transitional XFINITY Home Preferred Plus Triple Play offer was applied to the account effective August 1, 2016 through to August 1, 2019. For the first 24 months of the promotional offer August 1, 2016 through to August 1, 2018 the monthly rate will be at a reduced rate. Then from August 1, 2018 through to August 1, 2019 the final year rate will be in effect. The promotion does not include equipment rental, fees, or taxes. Retail rates will apply once the promotion expires.
A courtesy a credit was applied to the account on August 9, 2016 and will appear on the next billing statement dated August 19, 2016. I apologize for any inconvenience experienced while attempting to resolve the 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 [redacted].
Regards,
Andrea F
Executive Customer Relations

December 23, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:      [redacted]Date of Notice:     December 4, 2014 Re:...

      [redacted]            [redacted]            [redacted] ...⇄ Dear Sir or Madam, This letter is in response to the complaint by [redacted] received in our office December 6, 2014 in referencing service equipment charges.   On December 13, 2014 [redacted] was contacted, and I confirmed her account was updated to reflect customer owned modem and she will not be billed any further.  An adjustment has been applied to her account on December 13, 2014 for modem lease fee.  The adjustment will appear on her next billing statement, which will be issued on December 22, 2014. I apologize for any inconvenience experienced in relation to 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, Rani M[redacted]Executive Customer Relations

December 9, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:   [redacted]Date of Notice:  December 1,...

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 December 2, 2014, referencing property damage. On December 1, 2014, I spoke with the account holder [redacted] in regard to their concerns. On December 8, 2014, the damage claim has been referred to our insurance company for investigation.  [redacted] has been provided with the claim number and contact information for the insurance agency.  [redacted] will be contacted by the insurance agency regarding the claim. I apologized for any frustration or inconvenience they may have experienced.   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,  Judy S[redacted]Executive Customer Relations