Comcast Corporation

December 3, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:     [redacted]Date of Notice: November 19, 2014 Re:       [redacted]...

[redacted]
            [redacted]         Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office on November 19, 2014 regarding technical difficulties that she experienced with her Comcast digital cable service. I spoke with [redacted] on December 1, 2014 and confirmed that the service related issues they experienced are no longer an issue. The service related issue was resolved by our technician on November 5, 2014 by replacing her cable box.  As a result of the service issues a credit has been applied to her account on December 1, 2014. [redacted] is aware that the credit will appear on her next billing statement, which will be issued on December 26, 2014. I apologized for any inconvenience and frustration she might’ve experienced in attempting to resolve this issue.  Feedback has been forwarded to the appropriate department in regard to the customer service 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 , please contact me at ###-###-####, Monday – Friday, 9:00a.m. to 5:30p.m. Regards,William C[redacted]Executive Customer RelationsComcast|North Central

January 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: January 13, 2016
Re:    [redacted]
         [redacted]
         Lincolnwood, Illinois [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted] received in our office January 13, 2016 referencing a billing concerns.
On January 13, 2016, a Comcast representative spoke with [redacted] and explained the installation process as well as verified that there were no installation charges on the account should the order have gone through. We also explained the deposit policy and apologized that the deposit requirements were never explained.
We 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 my colleague at Shaunda P. at ###-###-#### Ext. [redacted].
Regards,
Sara R.
Executive Customer Relations

October 13, 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 5, 2015...


Re:       [redacted]
            [redacted]
            Dearborn Heights, MI [redacted]
Dear Sir/Madam:
This letter is in response to the complaint filed by [redacted], received in our office October 5, 2015 regarding a billing concern.
A Comcast representative spoke with [redacted] on October 11, 2015 and resolved her concern. Our records reflect on July 21, 2009, two additional digital outlets were added to [redacted]’s account. In addition, on January 22, 2014, the HD Technology Fee was added to the account. These charges were added in error, and were removed from [redacted]’ Comcast account effective October 11, 2015. A credit for the charges was applied to [redacted] account on October 11, 2015 and will be reflected on the billing statement dated October 21, 2015.
In an additional effort to reach a satisfactory resolution, [redacted]’ service was repackaged into a new promotional offer on October 11, 2015. The Digital Preferred Triple Play bundle is on a 2 year tiered offer where the first year promotional rate will end on November 2, 2016 and the second year rate will be applicable. The change of service and associated billing adjustment will be reflected on the billing statement dated October 21, 2015. An apology was provided to [redacted] for any inconvenience she experiences in 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 Heater at ###-###-####.
Regards,
Andrea B[redacted]
Executive Customer Care Specialist

May 22, 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:  May 8, 2015
Re:    [redacted]
         [redacted]          Pittsburgh, PA [redacted] Dear Sir or Madam,
This letter is in response to the above-referenced inquiry submitted to your organization by **. [redacted] regarding a rebate issue.
On May 12, 2015, a Comcast representative contacted [redacted] to discuss his concerns and advise him that, due to an error, the appropriate rebate code was not applied to his account, preventing the delivery of his [redacted] prepaid card. [redacted] did not wish to wait for his rebate to be processed, so I have applied a credit of equal value to his account, which will be reflected in his May billing statement. I apologized to [redacted] for the inconvenience he experienced.
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

November 17, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:      [redacted]Date of Notice:     November 3, 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 3, 2014 regarding a Comcast service issue.  On November 4, 2014, I spoke with [redacted] in regard to his concerns. I apologized for the miscommunication and inconvenience he experienced regarding his installation request. [redacted] confirmed that he was able to activate his cable equipment on October 12, 2014 and his service was restored.  With regard to his billing concern, I explained that we do not compensate for lost wages. However, a credit has been applied to his account on November 4, 2014 for the loss of service and inconvenience he experienced. In addition, I extended him a promotion for the [redacted] premium channel for free for 24 months. The offer began on November 6, 2014 and will expire November 6, 2016.  The credit will appear on his next billing statement, which will be issued on November 13, 2014. 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, Yvette L[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.  Comcast gave me a call and stated that they are sending a letter in the mail confirming the error that was made. Thank you for your help!
Regards,
[redacted]

April 21, 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 12, 2016
Re:    [redacted]...

[redacted]
         [redacted]
         Boca Raton, FL [redacted]
Dear Sir or Madam,a
This letter is in response to the complaint filed by [redacted], received in our office April 12, 2016 referencing a billing adjustment.
On April 17, 2016, I spoke with [redacted] and explained an adjustment was applied to the account on January 5, 2016. The adjustment appeared on the billing statement dated January 21, 2016. I explained that an additional adjustment was applied to the account on February 11, 2016 for a service call and this reflected on the February 21, 2016 billing statement. As a courtesy, I applied a credit to the account on April 17, 2016 and advised that this credit will appear on the April 21, 2016 billing statement. [redacted] had been making partial payments on the balance owed, which caused the unpaid balance to carry over to the next billing statement.
I apologized for any inconvenience 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,
Joy R
Executive Customer Relations

August 10, 2016 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted]      Date of...

Notice:  July 24, 2016[redacted] [redacted].  Atlanta, GA [redacted]Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by **. [redacted] regarding a refund.  On August 2, 2016, I spoke with [redacted] and I confirmed that a credit balance refund check was mailed on April 29, 2016 for a misapplied payment. A stop payment request was submitted on July 1, 2016 to void the refund check because [redacted] stated he had not received it. Our records indicate that on July 1, 2016 [redacted] authorized the refund balance from his previous account to be transferred to his current account. On August 3, 2016 the credit balance was applied to [redacted]’s current account. A credit was applied to the on August 4, 2016 account and will be reflected on the August 25, 2016 billing statement. I apologized for any inconvenience experienced 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,Zachary 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 3, 2016
Re:      [redacted]
...

          [redacted] *           Bellingham, WA [redacted] Dear Sir or Madam,
This letter is in response to the above referenced inquiry submitted to your office by **. [redacted].
Comcast’s records do not indicate that [redacted] was offered a prepaid rebate card or promotional item with the service package that she accepted. After further review of her account, there is no coding or agreement on file to substantiate her claim.
Upon receipt of this complaint, I attempted to contact [redacted] on several occasions to advise her of the aforementioned information, and to apologize for the inconvenience she experienced while attempting to address this issue. Unfortunately, all of my attempts were unsuccessful. Please note that contact with [redacted] is necessary in order to address her service related concerns.
Further, [redacted] agreed to a 24-month transitional offer for their Starter Triple Play bundle which billed at the lowest promotional rate for the first 12 months, December 23, 2014, through December 22, 2015, and transitioned to the next promotional rate for the second year beginning December 23, 2015, through December 22, 2016. At this time, all promotional pricing on the account is correct and the promotion does not include the modem lease fee or additional video equipment. Effective December 23, 2016, standard retail pricing for the Starter Triple Play bundle 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 ###-###-####, Ext. [redacted].
Regards,
Shantau H.
Executive Customer Relations

May 26, 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]
         San Francisco, CA [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office on May 19, 2016 regarding a service related issue.
I spoke with [redacted] on May 24, 2016 and confirmed the service related issues were resolved on May 22, 2016 by replacing the outside line at the location. A credit was applied to the account on May 24, 2016 for the service issues experienced. The credit will appear on the next billing statement, which will be issued on June 3, 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 ###-###-#### ex [redacted]
Regards,
Barbara V.
Executive Customer Relations

February 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:  February 20, 2016
Re:    [redacted]...

[redacted]
         [redacted].
         Riverdale, GA [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted] received in our office February 20, 2016 referencing a billing adjustment.
On February 24, 2016, I spoke with [redacted] and an adjustment was applied to the account on February 22, 2016 to compensate for the additional modem rental fee that was billed in error from December 14, 2015 through February 22, 2016. On February 24, 2016, an additional adjustment was applied to the account to compensate for the early termination fee and change of service charges that were billed in error on December 13, 2015. The adjustments will appear on the next billing statement, which will be issued on March 13, 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,
Leigh H.
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]

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 5, 2016
Re:    [redacted]
...

         [redacted]
         New Lenox, IL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office May 5, 2016 in regards to billing concerns.
A Comcast representative spoke with [redacted] on May 13, 2016 and followed back up on May 17, 2016 explaining the user ID was successfully transferred to the active account. Our representative explained she now has access to log into the account and sign up for our eco-bill program.
A credit was applied to the account on April 20, 2016 for the eco bill discount. The credit will appear on the next billing statement, which will be issued on May 2, 2016. An additional credit was applied to the account on May 17, 2016 for the eco bill discount. The credit will appear on the next billing statement, which will be issued on June 2, 2016. An apology was extended for any inconvenience caused and the time taken to resolve the 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 my colleague Cheri, at ###-###-####.
Regards,
Sara R.
Executive Customer Relations

December 19, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:     [redacted]           Date of Notice:...

December 10, 2014 Re:       [redacted]                [redacted]            Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office December 10, 2014 in regard to disconnected services.   I contacted [redacted] via email on December 10, 2014 and confirmed the services were reinstated. I apologized to [redacted] for the inconvenience and frustration she experienced while attempting to get this matter resolved.  I also verified the installation at the new location with [redacted] that was scheduled for December 16, 2014 has been completed and she is satisfied. I advised [redacted] the billing for the previous account has been stopped effective December 1, 2014 leaving her with no balance due on that account, and a credit was applied to her new account on December 16, 2014 to waive the installation fee.  The credit should reflect on her first statement which was issued on December 16, 2014. Feedback has been forwarded to management for further review and coaching.  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,  Elysia V.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.  Perhaps COMCAST can follow through with better customer service and not have the consumer take such actions.  This should have been handled in the local office and not through their corporate office nor the Revdex.com.  Thank you for your time and assistance.
Regards,
[redacted]

June 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:  June 21, 2016
Re:      [redacted]
           [redacted]
           [redacted]            Cypress, TX [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted] received in our office June 21, 2016 in regards to her billing concerns.
I attempted to contact [redacted] several times, using all resources provided, to discuss the referenced concerns. Unfortunately, my attempts were unsuccessful. However, our records confirm a credit was applied on June 25, 2015 waiving the early termination fees (ETF) associated with the account in question. The July 25, 2015 billing statement reflected the final remaining balance due, for services rendered prior to disconnection, and reflected the adjusted amount after the ETF was waived.
On June 28, 2016 I emailed [redacted] copies of the June 25, 2015 and July 25, 2015 billing statements to provide confirmation the credits were applied, and the final adjusted balance after the ETF was waived. I would need to speak with [redacted] to address any additional concerns, and have listed my direct contact information below should additional assistance be required.
I apologize for any inconvenience experienced attempting to have the 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,
Tanisha F.
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: $153 is not correct. Originally my bill was to reduce to around 99-100 dollars per month from roughly 154.  A billing error where I did not get billed happend and at worst it should be $400.00 for 3 missed months. The amount is not adding up and the message left by Patrick was vague. " from old amount to switched amount".... you owe 153.   I would like to send it to Revdex.com for review.  I have called back regarding this and I received another person voice mail. My bill shoud be 99.00 per month as promised, 4 times 99-100 is 400.00. I am not sure how it 153 comes up but I was overcharged at least $400.00.
I want Comcast  to send an email with my monthly rate prior to October 2015.  Then the phone call transcipt when I was offered the new "cheaper deal", then the correct math done, then we will get somewhere.
I also need calls between 12-1 as my employement makes it difficult to talk during working hours.
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]

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 29, 2016
Re:    [redacted]
         [redacted]
         Peoria, Illinois [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office February 29, 2016, regarding a billing concerns.
A Comcast representative attempted to contact [redacted] several times, using all resources provided, to discuss the above referenced concerns. Unfortunately, our attempts were unsuccessful. However, our records indicate on February 2, 2016 [redacted] spoke to our customer care team and at the time of the call our representative explained effective January 1, 2016 a price increase went into effective causing the Blast! Internet service to go up in price. In order to explain the information above and further address an additional 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 my colleague John, at ###-###-####.
Regards,
Sara R.
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]
         Crossville, TN [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 a billing explanation request.
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 December 18, 2015, a new promotion for the Performance Internet and XFINITY Voice Unlimited Double Play was applied to the account on December 18, 2015. The promotion is valid for 1 year, effective December 18, 2015 to December 18, 2016 and does not include equipment rentals, fees, or taxes. At the conclusion of this promotion, standard retail rates will apply. To further address any additional concerns, 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,
Joseph H.
Executive Customer Relations