Comcast Corporation

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

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

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

[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]

June 18, 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 5, 2015
Re: [redacted]
[redacted]...

[redacted]
Union City, CA 94587
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office June 5, 2015 in regard to a billing complaint.
Ms. [redacted] states that she did not receive working equipment upon install on September 6, 2012, she had multiple service issues with all products and the promotional rates were not correct. I reviewed her account and determined that she had two service calls in the three years of service. I reviewed pricing and she was placed on back to back promotional rates during her time with Comcast.
I spoke with Ms. [redacted] on June 18, 2015, explained the bill, and advised that the credit request is not justified and has therefore, been denied. I did extend an apology for and inconvenience she felt while attempt to resolve her 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,
Christina M.
Executive Customer Relations

December 04, 2014  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:                   [redacted]Date of Notice:          November 26, 2014 Re:       [redacted]            [redacted]    Dear Sir or Madam, This letter is in response to the complaint filed by Faraneh Fararooni, received in our office November 26, 2014 in regard to service issues.   We spoke with [redacted] on November 29, 2014 to discuss her concerns. [redacted] advised she would be out of town for the holiday and would not be available for a service visit until after December 3, 2014. We spoke with [redacted] again on December 4, 2014 and she has requested a service visit for December 6, 2014. We will continue to be in contact with [redacted] and respond with resolution details upon completion of the service visit. We apologize for any inconvenience [redacted] may experience. 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, Sheila W.Executive Customer Relations

April 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: April 3, 2016
Re:    [redacted]
...

         [redacted]
         Tallahassee, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office April 3, 2016 regarding service related issues.
I spoke with [redacted] on April 15, 2016 and confirmed the service related issues were resolved on April 13, 2016 by replacing the defective drop. A credit was applied to the account on April 2, 2016 for service issues. The credit will appear on the next billing statement, which will be issued on April 14, 2016. Also, a credit was applied to the account on April 17, 2016 for the self-installation kit shipping. The credit will appear on the next billing statement, which will be issued on May 14, 2016. I apologized for any inconvenience they may have experienced 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,
Joy R
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]

October 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: October 20, 2015
Re: [redacted]
      [redacted]...

[redacted]
      Brighton, Michigan [redacted]
Dear Sir/Madam:
This letter is in response to the complaint filed by [redacted], received in our office October 20, 2015 regarding a billing concern.
A Comcast representative spoke with **. [redacted], authorized account user on October 21, 2015 and discussed her concerns. A detailed explanation of the charges reflected on her previous billing statements was provided.
In an effort to reach a satisfactory resolution, **. [redacted]’ Comcast account was placed into a new offer for a free Digital Video Recorder (DVR) converter box for 12 months, which resolved her package pricing concern. The promotional offer is effective October 21, 2015 and will expire November 19, 2016. **. [redacted] is aware the package change will reflect on the next billing statement dated November 7, 2015. An apology was provided to **. [redacted] for any inconvenience she experienced while attempting to further discuss 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 Bethany at ###-###-####.
Regards,
Brad L[redacted] Executive Customer Care Specialist

October 2, 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 28, 2015
Re: [redacted]
[redacted]...

[redacted]
Martinsburg, WV [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office September 29, 2015 in regard to receiving promotional rates.
I spoke with [redacted] on September 29, 2015 and advised the promotional rate requested is not available online or Inhouse. [redacted] was unable to provide copy of proof showing of the online advertisement. Without documentation no credit can be applied for this matter.
[redacted] is currently enrolled in a Digital Economy with [redacted], a free digital converter and Internet Pro Plus good from September 27, 2015 through September 27, 2016. 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 [redacted].
Regards,
Darlene P[redacted] Comcast Cable Communications, LLC

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 10, 2016
Re:    [redacted]
         [redacted]
         Noblesville, Indiana [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted] received in our office May 10, 2016 referencing a billing adjustment.
On May 16, 2016, a Comcast representative corresponded with [redacted] via email to discuss and addressed this matter. A credit was applied to the account on May 10, 2016 waiving the installation charge. The credit will appear on the June 7, 2016 billing statement. An apology was extended for any inconvenience experienced attempting to further discuss 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 Toni B. at ###-###-####.
Regards,
Davina L.
Executive Customer Care Specialist

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

    October 16, 2014 Re:       [redacted]             [redacted]             [redacte...⇄  Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office October 16, 2014 regarding a billing issue.  On October 24, 2014 I spoke with [redacted] in regard to her concerns. A credit has been applied to her account on October 24, 2014 for the installation fees. The credit will appear on their next billing statement, which will be issued on November 24, 2014. I apologized to the customer for the delay and inconvenience experienced in attempting to have this matter addressed.   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,  Nina T.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]

March 16, 2015 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:        [redacted]Date of Notice: March 13, 2015 Re:...

      [redacted]                Jupiter, FL [redacted]                 Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office March 13, 2015 referencing a billing adjustment and service issues.  On March 16, 2015, I spoke with [redacted] in regard to his concerns. An adjustment has been applied to his account on March 16, 2015 for unauthorized PPV charges. The adjustment will appear on their next billing statement, which will be issued on April 1, 2015. In addition, I confirmed that the cable and internet service issues were resolved on March 5, 2015.  I also confirmed that [redacted] has not been reported to any credit reporting agencies or personal information was not given out. I apologized for any inconvenience and frustration we may have caused 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 ###-###-####.   Regards, Gwendolyn J.Executive Customer Relations Specialist

May 25, 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 11, 2016
Re: [redacted]
...

      [redacted]
      Roland, AR [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office May 12, 2016 in regard to a billing explanation request.
I spoke with [redacted] on May 16, 2016 and May 24, 2016 and provided a detailed explanation of the overall bill to include payments made and balances. [redacted] provided a copy of the bank statement showing all payments made to Comcast. Our records indicate that all payments drafted from the bank account have posted to the Comcast account.
The Xfinity service was disconnected for non-payment on May 21, 2016. The service was restored on May 24, 2016, for research purposes. The account was placed in disconnect status again on May 25, 2016. A payment for the past due balance is required to restore service. I apologize for any inconvenience that may have been experienced in attempting to have this matter addressed.
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,
Jason Z
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:
Regards,
[redacted]
First I guess they are talking about me not sure since they referred to me as [redacted].  Second I have an email from Comcast saying that since I contacted Revdex.com and wrote an email to my state representative they had turned the matter over to their legal department.  Second I talked to a person by the name of Maliik case number [redacted] telephone number ###-###-#### about increasing the speed.  He said he would have someone call me.   A **. James R[redacted] called me about increasing the speed.  He told me he could not increase the speed unless I signed another contract with Comcast.  I called Maliik back and told him and hes said he would increase the speed for us.  I asked him why the other person could not do that without a contract and he said they were in sales and that they get paid to get customers on contracts.Third a technician did come out very nice person checked everything out and found some problems with the main cable to the house.  The next day a technician came and installed a new cable.  So there was a problem.I am not sure how a company that is licensed to do business in Florida can try and strong arm a customer into signing a contract when another person says you do not have to sign a contract.  This has been an on going problem with Comcast for 6 months plus that when I call to report a problem with the speed instead of trying to resolve the problem they just want to up sell the service instead of addressing the problem.This office of Tom K[redacted] is supposed to be for customer service yet their answer if you complain is to turn it over to their legal department.  I have all the emails back and forth with Comcast regarding this matter.  So the moral of this story is if you complain about Comcast service the implication is that they will sue you.  Great customer service.

February 17, 2015  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:   [redacted]Date of Notice: 02/13/2015 Re:       [redacted]...

[redacted]
                [redacted]                 Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office February 16, 2015 regarding a billing issue.  On February 17, 2015, I spoke with Ms. [redacted] in regard to their concerns. On February 17, 2015 credits were applied to their account for the installation dispute and in fulfillment of our customer guarantee.  The credits will appear on their next billing statement, which will be issued on March 27, 2015. I apologized for any inconvenience and frustration they may have experienced in attempting to resolve this issue. I trust this letter provides your office with the information required in this matter.  I am providing a copy of this letter to Mr. and Ms. [redacted] so that they may contact me directly to discuss any questions or concerns.   Sincerely,  Mrs. M. [redacted]Service Recovery Specialist###-###-####

August 30, 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 19,...

2016
         [redacted]          [redacted]          Quincy, MA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding an installation request.
On August 23, 2016, I spoke with [redacted] and confirmed the service address had been activated under another customer name. I contacted the current account holder we had listed at [redacted]’s service address and verified his services address should be corrected under a different unit. I corrected the billing system and made the changes for the service to be billed at the appropriate address.
On August 24, 2016 I verified that the technician arrived, completed the installation and that all services are now working properly. Credits were applied to the account on August 24, 2016 and reflected on the August 24, 2016 billing statement. I apologize for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
Regards,
Donna C[redacted]
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:  i did not tell comcast matter was resolved ,what I told them was so far so good when they called the next day,only time will tell,have been thru this before back in august of this year
Regards,
[redacted]

December 30, 2014 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]           [redacted]           [redacted]                 Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office on December 12, 2014 in regard to an account issue.   I communicated with [redacted] via e mail several times from December 17, 2014 through December 26, 2014.  I confirmed that as of December 24, 2014, there are no longer any services issues. I was able to confirm that on December 22, 2014, [redacted]’s services were activated and provisioned properly.   In addition, [redacted] advised me that he no longer wished to cancel his account and has been advised that there will be no early termination fees charged to him at this time.  I was able to verify on May 7, 2012, a separate account was linked to [redacted]’s account incorrectly.  On December 26, 2014, the error was corrected and the accounts separated. I confirmed with [redacted] that there were no errors in the billing and apologized for the frustration and inconvenience he encountered as a result of 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 DivisionExecutive Customer Relations