Comcast Corporation

[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]

--------- Forwarded message ----------Date: Wed, Dec 9, 2015 at 1:30 PMSubject: Revdex.com Case #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>
Hi [redacted],
 
I got your voicemail about case #[redacted]. We did reach a settlement with this customer and the he was advised of the final balance due on the account over the phone. A billing statement reflecting the final amount due was mailed to the customer on 11/10/15. To date, no payment has been received.
 
Hope this helps,
 
Justin B[redacted], Supv – Regulatory Compliance

February 2, 2015  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:  [redacted]Date of Notice: January 13, 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 January 14, 2015 in regard to promotional offer.    I attempted to contact Mr. [redacted] several times, using all resources provided by the customer, to discuss his concerns.  Unfortunately, my attempts were unsuccessful.   Our records indicate on December 16, 2014, installation was not complete due to the Comcast technician not having the proper equipment and Mr. [redacted]’s work order was cancelled.  In order to resolve Mr. [redacted]’s concerns in reference to the promotional offer that was received, contact is needed and a new installation appointment will need to be scheduled.  I trust that this letter provides your office with the information required in this matter.   Should you have any questions or need additional information, please contact me at ###-###-####.    Regards,  Crystal H.Comcast Executive Customer Relations Specialist

March 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: March 5, 2016
Re: [redacted]
[redacted]
Philadelphia, PA...

[redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted]. [redacted], received in our office March 5, 2016 in regard to early termination fees.
On March 10, 2016, I spoke with [redacted]. [redacted] and an explanation concerning responsibility for early termination fees has been provided. [redacted]. [redacted] states she was having service issues and was requesting credit. However, we are unable to schedule a service call appointment to address the service issue due to the inactive status of her account. [redacted]. [redacted]’s service was disconnected on January 13, 2016 due to her account being past due. Due to no service call, we are unable to provide any credits or compensation at this time.
However, our records indicate that [redacted]. [redacted]’ residence did have a service call appointment completed on December 9, 2015 in which internal wiring, a splitter, and a wireless gateway were replaced at that time. **. [redacted]’ account was issued credit on December 7, 2015 to compensate for the service issues encountered up to that point. I provided [redacted]. [redacted] with the details of her current balance that was due. I apologized for any inconvenience that may have been 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 ###-###-####, Monday through Friday, between the hours of 10:00 am and 6:30 pm.
Regards,
Patricia C[redacted] Comcast Executive Customer Relations

June 8, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted] Date of Notice:     May 24, 2016
[redacted]...

[redacted]
[redacted] Amesbury, MA [redacted] Dear Sir or Madam:
This letter is in response to the complaint filed by Kimberly A. Saucier, which was received by our office May 24, 2016 regarding a billing issue.
On June 3, 2016, I spoke with [redacted], an authorized user on the account. A credit was applied to the account on June 3, 2016 to correct her monthly rate back to November 25, 2015, when the services were installed. The credit appeared on the billing statement which was issued on June 4, 2016. Moving forward, a monthly credit will be applied through the end of the promotion, November 24, 2017 so that the monthly rate reflects the amount she was quoted. I apologized for any inconvenience or frustration experienced while attempting to resolve 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,
Kristin M[redacted] Executive Customer Relations

May 30, 2015 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:      [redacted]Date of Notice:     May 22,...

2015          Re:       [redacted]            [redacted]            Fairfield, CA [redacted]                 Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office May 22, 2015 in regard to billing concern.   I contacted [redacted] on May 30 2015 and apologized on behalf of Comcast for the frustration and inconvenience he has experienced. On May 22, 2015, [redacted] accepted a promotional offer for our Performance Internet only, and I advised him that the ending date of the promotion will be May 21, 2016, then everyday pricing will begin on May 22, 2016. I also advised [redacted] that a credit for the disputed self-installation charges was applied to his account on May 30, 2015 and will appear on his next billing statement dated June 11, 2015.  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, Kip W.Executive Customer Relations

May 20, 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] Apt [redacted]
         Orlando, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted] received in our office on May 10, 2016 referencing a billing adjustment.
On May 10, 2016, I spoke with [redacted], via email, and an adjustment was applied to the account on May 18, 2016 for intermittent services. The adjustment will not appear on a billing statement due to the account being disconnected. I apologize 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,
Norma R.
Executive Customer Relations

August 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:     August 24,...

2015
Re:       [redacted]             [redacted]
            [redacted]             Savannah, GA [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office August 24, 2015 in regard to billing charges.
I attempted to contact [redacted] several times, using all resources provided, to discuss the above referenced concerns. Unfortunately, my attempts were unsuccessful. However, our records indicate on August 23, 2015, the charges for the late fee and service call were adjusted and will appear on the October 2, 2015 billing statement.
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,
Scott D.
Executive Customer Relations

April 19, 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 11, 2016
Re:    [redacted]...

[redacted]
         [redacted]. Apt [redacted]
         Greenbelt, MD [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office on April 11, 2016 referencing an installation request.
I spoke with [redacted] on April 13, 2016 and explained our verification process for establishing new service. [redacted] was advised there was a household debt at the location where service was being requested. [redacted] needed to provide proof of residency in order to be cleared from the debt. [redacted] has decided to go with another provider for service.
I apologized for the inconvenience and frustration experienced while attempting to resolve 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,
Perry W[redacted]
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 22, 2016
Re:    [redacted]
...

         [redacted]. Apt. [redacted]
         Silver Spring, MD [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office March 22, 2016 in regard a billing explanation request.
I spoke with [redacted] on March 23, 2016 and provided a detailed explanation of the overall bill to include the current balance and promotional timelines. I advised [redacted] that on November 4, 2015, the promotional rate for the Preferred Double Play expired and standard retail rates were applied. On March 23, 2016, a 12 month promotional rate for the Digital Preferred Double Play was applied to the account. This rate will be in effect from March 23, 2016 through April 4, 2017. At the conclusion of the promotion, standard retail rates will apply.
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,
Eugene B[redacted] Executive Customer Relations

November 6, 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 27,...

2015
Re:         [redacted]
              [redacted]
              Richton Park, Illinois [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office October 27, 2015 in regard to a billing dispute.
Upon receipt of this complaint, a Comcast representative contacted [redacted] on October 31, 2015 to discuss the above referenced concerns. Our records confirm on December 14, 2014 the triple play bundle was disconnected and the XFINITY Home (XH) security service was added at retail rate. The January 7, 2015 statement included the retail rate of the XH security service, the prorated credit for the disconnected triple play and unpaid balance from previous billing statement on December 7, 2015. The February 7, 2015 and March 7, 2015 statement only received partial payments.
The account was soft disconnected from the office on March 11, 2015 due the unpaid balance. The account was completely disconnected from the office on April 10, 2015 with a bill end date of March 11, 2015. An early termination fee for the XH security service generated on April 10, 2015. The account was charged off to collections on May 26, 2015 for the unpaid balance and the early termination fee. As a courtesy, a partial credit for the early termination fee was applied to the account on October 31, 2015. The collection agency was notified of the updated unpaid balance on November 2, 2015. [redacted] is aware the account will remain in collections until the balance is paid.
We apologized for any inconvenience and frustration experienced while working to get 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 Cheri F. at ###-###-#### Ext. [redacted].
Regards,
Mario S.
Executive Care Specialist

Below is the latest email I sent to their office. Please understand that Comcast doesn't hasn't even understood my complaint, let alone resolved it.
---------- Forwarded message ----------
From: "[redacted]"
Date: Mar 16, 2016 7:37 PM
Subject: Re: Comcast Concern ([redacted])
To: "Comcast Key ESL"
Cc:
Wow! I finally spoke with someone today. They called me after the offices are supposedly closed but when I call when they office is open, all I get is voicemail. The gentleman had no clue what this whole disaster is about. He had the audacity to state it was about porting a number. The level of incompetence continues to grow. Please have someone review of how I have been calling in for 8 months and understand all the frustration I have been experiencing
@cable.comcast.com>@gmail.com>

January 12, 2015 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:     [redacted]Date of Notice:   January 7, 2015 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 January 7, 2015 referencing a billing dispute.  On January 7, 2015, I spoke with **. [redacted] and confirmed that she was not being billed an additional installation charge for the technician visit completed January 6, 2015. I apologized to **. [redacted] for any inconvenience and frustration this 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, Luis J[redacted]Comcast Corporate Liaison

[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] Range  good. I am not subject. to any. term contract   signed by my....  comcast cable company   it can not   forced  my to any term or  condition to pay a late payment.   there is no firm guarantees the comcast cable service to apply obligations. without any contract signed. by the customer. comcast cable company can  discontinue the  service. under their term and conditions of the  use .  Comcast advertising is example..... June 4 2015 to July 4 2015 if not pay by this date.  automatic charge for the next following month.  .no late fees applies.   but if the customer  decide  cancel the service comcast cable company  just charged per the days of use.    really. they are committing. to the  customers indiscriminately. ( fraud ) ..   please We need all stop comcast cable company to committing fraud and false advertising. simply can not happen.

April 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: March 28, 2016
Re:    [redacted]
         [redacted]
         Doylestown, PA [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office March 28, 2016 in regard to a credit bureau report.
I attempted to contact **. [redacted] several times, using all resources provided, to discuss the above referenced concerns. Unfortunately, my attempts were unsuccessful. However, an e-mail with copies of the billing statements and a detailed explanation of the balance was sent on April 6, 2016. We would need to speak with **. [redacted] directly to discuss the concerns.
We first contacted **. [redacted] on March 5, 2014 regarding this dispute when he filed Revdex.com complaint #[redacted] on February 28, 2014. We addressed his concerns and mailed him copies of the billing statements at that time. Our agent spoke to him and explained the balance and also applied a one month credit to the account on March 5, 2014. We also removed the modem charge on April 4, 2014 and he was advised of the credit. We advised **. [redacted] of the remaining balance owed on the account and that we would need proof of a payment for the full balance in order to update the credit report.
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,
Elaine S[redacted] Comcast Executive Customer Relations

April 5, 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 22, 2016
Re:    [redacted]...

[redacted]
         [redacted]
         Jacksonville, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office March 22, 2016 in regard to service concerns.
I attempted to contact [redacted] several times, using all resources provided, to discuss the above referenced concerns. Unfortunately, my attempts were unsuccessful. However, our records indicate on March 19, 2016, the transfer of service was completed and all services are reflecting as active. In order to further assist or address any additional concerns, direct contact with [redacted] is required.
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,
Dametria A
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:The situation occurred on May 23, 2015.  Upon the technician's error, I phoned Comcast.  His work was completed around 5:15, my call was placed before 6:00 (that very day).  I spoke with 2 representatives.  I was told that no one would be available due to the fact that it was a holiday weekend.  Unacceptable considering it was due to the negligence of the technician.  I was told I would be transferred to a supervisor at which point my call was disconnected.  When I phoned back, an appointment was automatically set up (without my approval) for the upcoming Wednesday.  I phoned back, I was unable to take any time off from work to accommodate Comcast (which I feel they should have been the ones to bend).  I was told that an escalating ticket was produced and someone would get back to me within 24 hours.  I phoned again that very Sunday to find out the time for the technician.  I was told that nothing was going to happen basically and another escaping ticket was produced.  I phoned again that Monday at which point the rep said that all that was available was on Friday, and that the Wednesday appointment had been cancelled.  I explained that whether Wednesday or Friday I could not take off from work.  I was finally able to get an appointment for the next Sunday  8 - 10.  I was aggravated that Comcast could not make an emergency ticket for the Sunday right after it happened since their technician caused the problem.  When the technician came and re-established my cable he mentioned that the previous technician had cut my line.  He was finished within 15 minutes.  Then I received a bill from Comcast charging me, around $134 for this appointment.  I was charged for the technician on this day, a re-insall fee, then further down the bill was a charge for "one time activation fee."  
While the charges have been corrected and my service is back in effect, the customer service was poor.  Comcast has both my home phone number and my cell number.  I have only received one phone call from Comcast and that was due to a low rating I gave them.   While cable is not life threatening, my account was/is current and I have been with Comcast for a few years now and I thought that due to the fact their own technician was at fault I should have been handled in a more professional manner.  
Regards,
[redacted]

November 20, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103  Case Number:   [redacted]Date of Notice: November 8, 2014 Re:      ...

[redacted]           [redacted]           [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office November 6, 2014 in regard to his Comcast account.   I contacted [redacted] on November 11, 2014 to discuss her concerns and apologize for any inconvenience and frustration she may have experienced in attempting to resolve this issue. I explained the charges on her account to her satisfaction. I advised her that customers receive a set top digital box, adapter and or cable card with their video package however this does not include the digital video recorder (DVR) service which is charged in addition to the set top box charge. I explained she is not charged the full rate of the DVR because the value of the set top box was subtracted from her charge. I did add a free high definition (HD) promotional offer on November 11, 2014 to her account for one year ending on November 11, 2015 as a goodwill gesture for the inconvenience. I advised her she will see the change to her account on her November 18, 2014 billing statement. 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, Elaine S[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. 
Regards,
[redacted]
I would love to be able to say that our Comcast service is working properly; but it still has problems.  We were over charged by quite a bit for no reason, except an error on their part,  on top of the service not working properly.  After checking the bill I do see that Comcast has corrected their billing mistake.  Getting our full service to work is still ongoing as there still are problems with the X1 system on their end, which they have told me they are trying to resolve.  There are for instance constant interruptions of our service due to many updates to fix the system by Comcast. I do believe that they may have installed the new system before getting all of the bugs out (also confirmed by their technician) who did what he could to fix it at our home.  I do believe that Comcast is trying to resolve the problems and it will take some time and patience on our part. Though we do pay quite a lot for our services and they should all work as promised I only wish that I knew all of the real issues upfront as honesty usually works best to resolve problems.  I also stand by my complaint that a scheduled Comcast Technician was suppose to show up and never did.  Also confirmed when I phoned Comcast.  At this time our service is adequate; and I am hoping that we will continue to see improvements in the new system with time.  I will not tolerate them over billing us again as it has caused much stress and inconvenience.  We are good customers and we pay our bills in full and on time so I think that we should have been taken care of sooner and treated with the respect that a paying customer deserves.  I am grateful for the Revdex.com!
Thank you.
Sincerely,
[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]