Comcast Corporation

April 29, 2016
Revdex.com
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia PA 19103
Re:    [redacted] [redacted]
         [redacted]
    ...

    Decatur, GA [redacted]
Revdex.com File Number:     [redacted]
Date of Notice:         April 21, 2016
Dear Sir or Madam:
This letter is in response to the above-referenced complaint submitted to the Bureau by [redacted].
Comcast sends a copyright alert to customers when it has received notice from a copyright owner or its authorized agent stating that the customer may have infringed upon the copyright of one or more of its owner’s works. When Comcast receives these types of notices, it is obligated to forward the notice to the subscriber. Comcast does not disclose any personal information about those subscribers to copyright owners unless required by court order in which case the customer will have the opportunity to challenge any disclosure before it is made.
Upon receipt of this complaint, Comcast Security personnel conducted an investigation regarding [redacted]’s complaint. Comcast personnel identified the source of the problem and corrected it on April 21, 2016.
On April 27, 2016, a Comcast Customer Security Assurance technician contacted [redacted] to advise him of the aforementioned information and address any other concerns. The technician provided his direct contact information so that [redacted] can contact him with any further questions or concerns.
I trust this letter provides your office with the information required in this matter.
Sincerely,
Customer Security Assurance
###-###-####

[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, I wish consumers of ISP's didn't have to go thru so much anxiety to acquire reasonable prices for Internet service. Happy as I am with current pricing, all I will do is worry about what I'll have to go thru next year. That's a sad reality.
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 would like Brandon to look at my account as I was told I would owe nothing for the next month and I still show a Balance of $53.89.  Also, when my package was changed the first time without authorization I had the [redacted] package and now I no longer have this.  I do understand it is a cheaper package, but this is what Comcast offered me for all the problems I have gone through and the numerous hours of my time spent trying to get this resolved.  I would like to know the following - why I still have a balance when I was told it would be $0 and if you look at the credits it should be zero - because I should never have paid for a higher priced package to begin with and secondly, why the [redacted] was taken from the package.  Thank you very much.
Regards,
[redacted]

February 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:  January 27, 2016
Re:    [redacted]
         [redacted]          Miami, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted] received in our office January 27, 2016 referencing a billing explanation request.
I spoke with [redacted] on February 9, 2016 and provided a detailed explanation of the overall bill. [redacted] was provided with the incorrect information regarding the second year price of the HD Preferred XF Triple Play. On February 9, 2016, [redacted] downgraded services to Digital Starter XF double play. I confirmed that [redacted] was not charged the early termination fees due to the change of service. [redacted] is aware that equipment, taxes, and fees are extra and subject to change. I apologized for any inconvenience experienced while trying to resolve this matter.
I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Monday – Friday 11:30 am – 8:00 pm.
Regards,
Kristin M[redacted] Comcast Executive Customer Relations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution 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 would like to add, no apology was given, no refund was requested of fees charged for non return of equipment, but instead any over payment.
None of these interactions were nice, they were asking for equipment back and wouldn't take my word when I explained this each time I was called. During the course of 4 months, I've received approximately 5 phone calls from Comcast or an affiliate, asking for equipment to be returned, even though it already has been. Any further communication from Comcast or an affiliate of Comcast trying to collect information, equipment, or money will be considered harassment. 
Regards,
[redacted]

June 11, 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 6, 2015
Re: [redacted]...

[redacted]
Wilmington, DE [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by Mr. Abdelrahman Abdelaziz, received in our office June 6, 2015 regarding technical difficulties with his service.
I spoke with Mr. Abdelrahman Abdelaziz on June 9, 2015 in regard to his concerns. The service related issues they experienced were resolved on June 8, 2015 by replacing modem, connectors, and internal wiring. A credit was applied to the account on June 9, 2015 for loss of service and install fee. The credit will appear on the next billing statement, which will be issued on July 2015. I apologized for any inconvenience and frustration they may have experienced in attempting to resolve this issue. Mr. Abdelrahman Abdelaziz was satisfied and considers the 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 (302)731-6334 Monday through Friday 10:00 am to 6:30 pm.
Regards,
Patricia C[redacted] Comcast Executive Customer Relations

I hired Comcast as my cable company in march 2016 since march 2016 I have been having issues with the cable services my cable has not work 100% I have made calls after calls to Comcast for them to fix the problem and they have not done it every time that I called they send a technician to my house and the problem haven't been solve.  I am asking them to give me credit for 2 month of the services since I have not been able to have my services for what I am paying for this is an ongoing situation and nobody have resolve the problem.

September 11, 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 1, 2015...


Re:                   [redacted]
                        [redacted]
                        Jackson, MI [redacted] Dear Sir/Madam:
This letter is in response to the complaint filed by [redacted], received in our office September 1, 2015, in regard to a billing explanation request.
A Comcast representative spoke with [redacted], on September 3, 2015, and a detailed explanation of Comcast‘s billing practices, as well as, promotional offers were provided. During the conversation, [redacted] confirmed the service was currently active, as of September 3, 2015.
In an effort to reach a satisfactory resolution, [redacted] ‘s account was placed into a promotional offer for the Economy Internet service with the Performance Speed tier effective September 3, 2015. As a courtesy, a loyalty discount was also added to the account on September 3, 2015. [redacted] was advised the promotional offer and loyalty discount are 12-month offers and will expire on September 3, 2016, at which time retail rates will apply. The change of service will be reflected on the billing statement dated October 21, 2015.
An apology was extended 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 Heather at ###-###-####.
Regards,
Andrea B[redacted]
Executive Customer Care Specialist

May 17, 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]
         San Mateo, CA [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office May 16, 2016 regarding service related issues.
I spoke with [redacted] on May 17, 2016 and confirmed the service related issues were resolved on May 17, 2016 by the technician, who replaced a cable line, connectors, and reset [redacted]’s modem. We apologize to [redacted] for any frustrations or inconvenience he may have experienced while attempting to resolve his 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,
Briauna M.
Executive Customer Relations Specialist

May 6, 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 28, 2016
Re:    [redacted]
...

         [redacted]
         Wallington, NJ [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office April 28, 2016 in regard to billing concerns.
I spoke with [redacted] on May 3, 2016 and an explanation concerning responsibility for early termination fees has been provided. I explained that on June 4, 2015 a Comcast representative spoke to [redacted] which at that time, provided a package that consisted of a contract agreement. A credit was applied to the account on May 5, 2016 for the remaining balance. The credit will appear on the next billing statement, which will be issued on May 16, 2016.
I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####, Monday through Friday, between the hours of 10:00 am and 6:30 pm.
Regards,
Patricia C[redacted] Comcast Executive Customer Relations

July 26, 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 15, 2016...


         [redacted]
         [redacted]
         Marrero, Louisiana [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted], regarding XFINITY service.
I made several attempts to contact [redacted], to discuss the above-referenced concern. Unfortunately, my attempts were unsuccessful. However, I would need to speak with [redacted] to discuss options available 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[redacted]
Regards,
Patrick H.
Executive Customer Relations

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

April 14, 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 5, 2016
Re: [redacted]
...

     [redacted]
     Jacksonville, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office April 5, 2016 regarding a disconnection request.
I attempted to contact [redacted] several times to discuss her concerns. Unfortunately, my attempts were unsuccessful. However, our records indicate that [redacted]’ phone number was successfully ported out on March 2, 2016 and [redacted]’ services were disconnected on March 28, 2016.
A credit was applied on April 8, 2016 in honor of [redacted]’ requested disconnection date of March 2, 2016, and the credit will be reflected in the statement dated April 28, 2016. Contact with [redacted] is necessary in order to address any additional 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 ###-###-####.
Regards,
Candace H.
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: Comcast has never notified me nor sent any billing statements. Can Comcast provide some kind of proof they tried contacting me or sent me any invoices? Comcast needs to remove the negative information off my credit report. I will be contacting the Attorney General next on this matter. Please stop sending responses that make no sense. I will take this to court if this is not removed off my credit.
Regards,
[redacted]

May 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:  May 13, 2016
Re:    [redacted]
...

         [redacted]
         Country Club Hills, IL 60478
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office May 13, 2016 in regards to service concerns.
A Comcast representative spoke with [redacted] on May 26, 2016, at the time of the call we confirmed an appointment was scheduled on May 26, 2016 to address the service concerns. The technician was unable to complete the appointment due to not having access to the home.
Our records indicate that an appointment was completed on May 24, 2016, where the indoor connectors and splitters were replaced. All service levels are within specifications. An attempt to follow up after the appointment was made, however, our representative was unsuccessful. In order to address the service concerns and resolve billing concerns, additional contact with [redacted] is necessary. An apology was provided 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 my colleague Sarah, at Ext. [redacted].
Regards,
Sara R.
Executive Customer Relations

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

March 17, 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 14,...

2016
Re:       [redacted]
            [redacted]             Shelby Township, MI [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office March 14, 2016 in regard to a billing explanation request.
A Comcast representative corresponded via electronic mail with [redacted] on March 15, 2016 and provided a detailed explanation of his billing statement. Our records reflect on February 19, 2016 Comcast services were installed in [redacted]’s residence. On March 2, 2016, under the Comcast Customer Guarantee, [redacted]’s Comcast account was disconnected, per his request. All Comcast equipment was returned and removed from his account including an unreturned equipment fee on March 3, 2016.
On March 17, 2016, [redacted] was advised he will receive a refund to the credit card used to pay the installation charge within 3-5 business days. An apology was provided for any inconvenience and frustration this matter may have caused. We will follow up with [redacted] to ensure the refund is received.
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 associate Heather at ###-###-####.
Regards,
Brad L[redacted] Executive Customer Care Specialist

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

March 31, 2016
Better...

Business Bureau 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia PA 19103 Complaint DepartmentRe:    [redacted]          [redacted]          Memphis, TN [redacted]Revdex.com File Number:     [redacted]Response Type:        NOIC-Notice of Informal ComplaintDate of Notice:         March 15, 2016Dear Sir or Madam:
This letter is in response to the above-referenced inquiry submitted to your office by **. [redacted].
Effective November 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 December 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.
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. • Automatic email notifications when they reach 90, 100, 110, and 125 percent of their data usage allotment.
On March 15, 2016, a Comcast Customer Security Assurance technician contacted [redacted] to advise her of the aforementioned information and address any other concerns. The technician provided his direct contact information so that [redacted] can contact him with any further questions or concerns.
A Comcast Executive Customer Relations Representative made several attempts to contact [redacted] to address her service concern, unfortunately, all attempts were unsuccessful. In order to address [redacted]’s service concern, we would need to speak with her. The representative provided his direct contact information should [redacted] have further questions regarding this matter.I trust this letter provides your office with the information required in this matter. I am providing a copy of this letter to [redacted] so we can be contacted with any further questions or concerns.
Sincerely,
Customer Security Assurance###-###-####