Comcast Corporation

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

[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]

[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]

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
###-###-####

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

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

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

[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]

May 6, 2015 [redacted] [redacted]
[redacted] [redacted]
[redacted]
 
[redacted]   [redacted]
[redacted]  [redacted]
 
 
[redacted]...

         [redacted]
               [redacted]
               [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office April 22, 2015 in regards to Comcast service. I attempted to reach [redacted] using all methods provided to discuss his concerns. Unfortunately, my attempts were unsuccessful.  On May 5, 2015 a temporary feeder line was removed from the property by the Comcast construction team. There is no record of any missed appointment for this account. Our records indicate that [redacted] subscribes to our Preferred Double Play at a contractual rate until February 27, 2017. [redacted] may cancel her service at any time before February 27, 2017 but an early termination fee would be applied to the account. As a courtesy all installation charges have been credited and the credit will appear on the May 13, 2015 billing statement. No further credit is due. We apologize for any inconvenience this issue 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, Laura H. Executive Customer Specialist

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

October 1, 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 24,...

2015
Re:       [redacted]
            [redacted]             Woodbridge, VA [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office September 24, 2015 regarding service related issues.
I spoke with [redacted] on September 29, 2015 and confirmed the service related issues were resolved on September 26, 2015 by repairing a signal related issue. A credit was applied to the account on September 29, 2015 for loss of services. The credit will appear on the next billing statement, which will be issued on October 7, 2015. I apologize for any inconvenience in contacting the call center on this concern.
I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
Regards,
Ralph G[redacted] Executive Customer Relations Team
Comcast Cable Communications, LLC

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

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

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###-###-####

[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 never received Comcast service and cancelled my request for service before service was activated (service was not activated at any point) Comcast charged me anyway and sent my account to their internal collections department. Comcast obviously spent zero time looking into my account before referring me to collections. Further upon dispute Comcast required that I call and presumably wait twenty minutes on hold to resolve the issue they ultimately did acknowledge wrongdoing and took reasonable action to address my complaint. The claim by Comcast is that this was a one time error due to a 'bug in a macro' - I find it unlikely that this affected only one customer. If Comcast does not formally investigate their process and policy for cancellations during installation periods as well as their process for referring to collections this is certain to happen again. My expectation is that this affects hundreds of not thousands of people on an annual basis and offers Comcast extra income from those who do not have the time or energy to pursue a more reasonable closure aside from payment.
Regards,
[redacted]

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

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

Tell us why here...
March 18, 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]
         Reading, PA [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office March 3, 2016, regarding a service disconnection request.
A Comcast agent briefly spoke with [redacted] on March 16, 2016 and a disconnection of service was completed effective March 2, 2016 as requested. The remaining balance listed on the account will be refunded to [redacted] within 2-3 weeks, upon the return of equipment. I apologized for any inconvenience experienced while 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

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