Comcast Corporation

August 24, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number:  [redacted]      Date of...

Notice:  August 10, 2016[redacted] Upper Darby, PA [redacted]Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by **. [redacted] regarding a billing issue.  I made several attempts to contact [redacted] using all available contact methods. Unfortunately, my attempts were unsuccessful. However, our records indicate on June 3, 2016, a payment was processed through the XFINITY website and was applied to [redacted]’s Comcast account. Also, on June 4, 2016 another payment was processed through the XFINITY website and applied to the account. Our records indicate that on June 14, 2016, one of the payments processed in error was reversed back to [redacted]’s bank account as requested. We would need to speak with [redacted] to obtain documentation for verification that the payment in question was not refunded to her bank account.In addition, our records indicate there were multiple service interruptions from July 5, 2016 through August 13, 2016 due to non-payment of the outstanding balance. Payment arrangements were scheduled on the account and the services were temporarily restored while research was occurring on the payment issue. The requested documentation was not received and no additional payments were made to the account. As of August 13, 2016, the account was terminated for non-payment and the total outstanding balance is due to restore services. The credit request is unjustified and has been denied due to the fact that late fees, reactivation fees charged to the account, and the subsequent account suspension are a result of the unpaid balance. 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,Kimberly L.Executive Customer Relations

Hello to you,
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 have contacted Mr. S[redacted] by email and explained the situation.  Indeed, he tried to contact me several times.  I felt the email message that I sent answered his questions.   At this time,  I am confident regarding the response.  If I have any questions/concerns regarding this matter, I will contact Mr. S[redacted].
 Regards,
[redacted]

June 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:      June 14, 2016
[redacted]...

[redacted]
Alpharetta, GA [redacted]
Dear Sir or Madam:
This letter is in response to the complaint filed by [redacted] regarding an installation request.
I made several attempts to contact [redacted] to discuss the above-referenced concerns. Unfortunately, my attempts were unsuccessful. However, our records indicate on June 15, 2016, [redacted] had our XFINITY Home Secure service installed in the home. On June 11, 2016, [redacted] signed a work order for the XFINITY video, internet, and phone services as confirmation that installation was completed to her satisfaction. We have no record of any missed appointments. The request for credit is unjustified and is therefore denied.
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,
Eric G.
Executive Customer Relations

March 24, 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 23, 2016
Re:    [redacted]
...

         [redacted]
         Boca Raton, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office on March 23, 2016 in regards to a billing complaint.
I spoke with [redacted], an authorized user on the account, on March 23, 2016, explained the bill, and advised that the credit request is not justified and has therefore, been denied. I explained that we have the authorization form signed by [redacted] approving the custom charges. I have mailed [redacted] a copy of the signed document. I explained to [redacted] that the custom fees cannot be waived. I confirmed that on March 10, 2016 the automatic payments were cancelled on the account. I apologized for any inconvenience and 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 me at ###-###-####.
Regards,
Dominique R.
Customer Executive Relations

March 1, 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 21, 2016
Re:    [redacted]
...

         [redacted]
         Plainfield, IL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office February 21, 2016 in regard to a billing explanation request.
A Comcast representative emailed [redacted] on February 26, 2016 and provided a detailed explanation of the overall bill to include the monthly due date. Also explained that we can only process due date changes for video subscribers. [redacted] due dates are currently the thirtieth of each month. A credit was applied to the account on February 26, 2016 to cover a month of service and late fees. The credits will appear on the next billing statement, which will generate on March 2, 2016. We apologized for any inconvenience and frustration 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 my colleague, John, at ###-###-####.
Regards,
Mario S.
Executive Care Specialist

January 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:  December 16, 2014 Re:      ...

[redacted]            [redacted]                  ...⇄ PA  [redacted]  Dear Sir or Madam,  This letter is in response to the complaint filed by [redacted], received in our office December 16, 2014 in regards to a billing explanation request.  I spoke with [redacted] on December 19, 2014 and confirmed that her payments were transferred to her new account number on December 15, 2014.  I confirmed that [redacted]’s services were installed on July 12, 2014 and are currently working.  I apologized for any inconvenience caused by the change to her account number.  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,   Betsy T[redacted]Executive Customer Relations

March 10, 2015  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: March 10, 2015 Re:           [redacted]                [redacted]              ...⇄ Nashville, TN 37206             Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office March 10, 2015 in regard to a promotional offer.    Our records reflect Mr. [redacted] accepted the agreement for the HD Complete Package on November 28, 2014. This is a two year promotional offer which includes the following: ·         XFINITY Digital Premier·         The Movie Channel·         AnyRoom DVR service (where available) for primary outlet·         Digital Additional Outlets Service on up to 3 TVs ·         HD Technology Fee ·         XFINITY Blast! Internet or Extreme 105 Internet (where available) ·         Wireless Gateway·         XFINITY Voice Unlimited® A copy of this agreement will is available at www.comcast.com.  Once registered, click on My Account > Sign In > Billing & Payment.  This agreement will be posted on the right hand side along with other Terms associated with Comcast.com. The agreement outlines that Mr. [redacted] is scheduled to receive the requested rebate amount. A credit was applied to the account on March 10, 2015 to honor the requested install cost. 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 Crystal H. at ###-###-####.     Regards,  J. B[redacted]Comcast Executive Customer Relations

April 28 2016
Revdex.com
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia PA 19103
Complaint Department
Re:    [redacted]
         [redacted]
...

         Miami, FL 33165
Revdex.com File Number: [redacted]
Date of Notice:     April 18, 2016
Dear Sir or Madam:
This letter is in response to the above-referenced complaint submitted to the Revdex.com by Mr. [redacted].
Effective October 1, 2015, 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 Mr. [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.
For an additional monthly rate of $30.00, XFINITY Internet customers in Mr. [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 Mr. [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, and customers whose monthly use exceeded 240 GB in June, July, or August received an additional notification by U.S. mail. 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.
Additionally, in June 2015, a report analyzing Comcast’s methods to obtain accurate data readings was published by NetForecast—an independent auditor of ISP data usage meters. This report supports the accuracy of Comcast’s data usage meter within plus or minus (+/-) 1% over the course of a month.
On April 22, 2016, a Comcast Customer Security Assurance technician contacted Mr. [redacted] to advise him of the aforementioned information and address any other concerns. Please be advised Mr. [redacted] is not an authorized user on the account and contact with the account holder will be necessary to address the complaint. The technician provided his direct contact information so that Mr. [redacted] may contact him with any additional concerns.
I trust this letter provides your office with the information required in this matter.
Sincerely,
Customer Security Assurance
###-###-####

June 24, 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 24, 2015
Re:      [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 24, 2015 in regard to a billing complaint.
Our records reflect Ms. Quan’s service was disconnected effective April 7, 2015 for non-payment. There are no records to substantiate the claim of ongoing service or billing related issues, and no payments have been received since October 27, 2014. Due to this, the balance on the account was referred to collections and contacts from collection agencies are valid.
There have only been two service calls completed for this account. Once on April 2, 2014 which resulted in customer education and the second on May 30, 2014 which resulted in the replacement of the modem. Multiple credits were applied for this issue and appears on the March 5 through July 5, 2014 billing statements. Ms. [redacted] was billed correctly for services. The request for additional compensation is not justified and has therefore, been denied.
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 Christina M. at ###-###-####.
Regards,
J. B[redacted] Executive Customer Relations

July 25, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted]Date of Notice:  July 12,...

2016[redacted]Brookfield, IL [redacted]Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by **. [redacted] regarding a collection notice received.  On July 16, 2016, I spoke with [redacted] to advise there is no balance due on the account as a credit was applied on July 16, 2016 for the outstanding balance. The collection agency has been notified as of July 16, 2016 and [redacted] can expect to receive a confirmation letter from the agency within 30 business days. [redacted]’s address was also added to the do not mail data base to avoid any marketing flyers from being sent to her address. [redacted] is aware it will take up to 30 days to go into effect.  An apology was extended for any inconvenience experienced in 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 ###-###-#### Ext. [redacted].  Regards,Cheralyn F. 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 appreciated the quick response. 
Regards,
[redacted]

I will go ahead and accept vs carry this on.[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
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 29, 2016
Re:    [redacted]...

[redacted]
         [redacted]
         Pittsburgh, PA [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted] received in our office on March 29, 2016 referencing an installation request.
A Comcast agent spoke with [redacted] on March 30, 2016, and confirmed that the installation request for the above address has been denied due to our national cohabitation policy. [redacted] is aware that while she is not being held responsible for any other person(s) debt, Comcast reserves the right to deny service to a dwelling where the requestor of service is shown to have been in residence during an account which owes a balance. [redacted] is aware of the documentation required to be furnished for this request to be re-addressed. I apologize 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,
Matthew F[redacted] Executive Customer Relations

April 7, 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 29, 2016
Re:    [redacted]
...

         [redacted]          Alpharetta, GA [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office March 29, 2016 regarding service related issues.
I spoke with [redacted] on April 1, 2016 and confirmed the service related issues were resolved on March 30, 2016 by balancing the node. A credit was applied to the account on April 1, 2016 for the service related issues. The credit will appear on the next billing statement, which will be issued on April 22, 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 ###-###-####.
Regards,
Matt W.
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 have called & emailed the business back and they didn't answer my email nor my phone call. I know I was paying a past due bill but that past due bill was not $300+ & we've never had a 300+ bill since we've been members of comcast. I have bank statements to show I've been paying. The payments weren't always on time & none of those payments ever equaled 300+. I really would love & explanation more than a refund. Like I sd for the previous month it showed $179 then even we downgraded services it went down to $89.25.
Regards,
[redacted]

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]

[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 have been told in the past that credits were to be applied to my account only to find that they have not been applied.  When I spoke with Zach at  Comcast yesterday he informed me that while he did see that I was given a $50.00 credit for the technical visit, the credit for time without service was not applied to my account as I had been promised on May 26th.  Therefore, until I receive  the statement on June 25th showing all credits due me on the account I am not able to to accept any verbal assurances that the matter has been resolved as promised.  
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:
To the Revdex.com:
I stand on what I've written, I wish you would investigate further before bouncing what Comcast says back to me.  Obviously Comcast would constantly deny everything. I am extremely taken aback that as someone who's medically disabled, I spent 5 full hours typing through a tiny phone screen to write my previous reply (all services including internet were being disconnected by Comcast since many months ago) , this process severely strained my eyes and worsened my vision, but Comcast can immediately have someone lie to you effortlessly, this is a situation of one person toiling over writing out the truth while Comcast can easily have one of their tens of thousands of employees write you with the continuation of their lies. This is both extremely unfair and a very humiliating process.
Regards,
[redacted]

May 23, 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 19, 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 May 19, 2016, in regard to a promotional offer concern.
A Comcast representative spoke with [redacted] on May 23, 2016 to discuss the concern regarding the accuracy of the information provided in our initial response letter. A copy of the mailer referenced in the complaint was requested to verify the offer details. However, [redacted] was unable to provide the documentation need to further investigate.
Without a copy of the mailer received, we are unable to verify if the offer details provided by our marketing team is the same promotional offer. However, a (12) twelve month promotional rate for the XFINITY HD Preferred Video service was applied to the account on April 28, 2016. At the conclusion of the promotion, standard retail rates will apply. We apologize for any inconvenience experienced while 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 ###-###-####.
Regards,
Jeremy C[redacted] Regulatory Compliance Specialist