Comcast Corporation

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

18, 2015 Re:       [redacted]           [redacted]           Tucson, AZ 85743  Dear Sir/Madam: I am writing in response to the above-referenced inquiry submitted to the Commission by Mr. [redacted] regarding his Xfinity by Comcast billing.  Comcast strives to provide outstanding customer service and I appreciate your bringing this matter to my attention. Upon receipt of this complaint, a review was made of Mr. [redacted]’s account. I corresponded via email with Mr. [redacted] on several occasions between January 21, 2015 and January 29, 2015 to discuss his billing concerns. An explanation was provided to Mr. [redacted] that on July 17, 2014, Mr. [redacted] corresponded with our team and was provided 6 month discount for his Performance Internet.  This discount was in effect until January 9, 2015, at which time this service would increase to every day rates.  Mr. [redacted]’s Blast! Speed was also discounted during this time, which also expired on January 9, 2015.  Additional assurance was provided to Mr. [redacted] that his billing has remained as previously discussed until the applicable expiration date of January 9, 2015.  The customer has been provided my contact information should they have further questions going forward.  I trust this letter provides your office with the information required in this matter.  I am providing a copy of this letter to Mr. [redacted] so that he may contact me directly to discuss any questions or concerns.   Sincerely,  Shelly W[redacted]Executive Customer Relations – Seattle, WA###-###-#### Ext. [redacted]

June 17, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Rebuttal Date:      June 13, 2016
[redacted]
Apt # [redacted] Woodbridge, VA [redacted]
Dear Sir or Madam:
This letter is in response to the complaint filed by [redacted], which was received by our office June 13, 2016 regarding Early Termination Fees.
I made several attempts to contact [redacted] to discuss the above-referenced concerns. Unfortunately, my attempts were unsuccessful. However, our records indicate on June 2 2016 [redacted] was informed that the early termination fees have been waived and a credit was applied to the account on June 2, 2016 and she was also informed that there is still an outstanding balance.
I apologize for any inconvenience and frustration experienced in 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,
Alwell O[redacted] Executive Customer Relations
Comcast | Northeast Division
###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
Com Cast left me 2 phone  messages with contact info.  The lady I spoke with told me I needed to contact their customer service dept. I have spoke to their customer service people several times & they can't resolve my issue. Said that's the best they can do. I give up!

Date Sent: 4/18/2016 10:42:34 AMApril 13, 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 1, 2016 Re:    [redacted]          [redacted]          Stone Mountain, GA [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office April 1, 2016 referencing a billing adjustment. On April 13, 2016, I spoke with [redacted] and an adjustment was applied to the account on April 3, 2016 for the prorate charges. In addition, an adjustment was applied to the account on April 1, 2016 for the early termination fee due to [redacted] restarting service. The adjustments will appear on the next billing statement, which will be issued on May 1, 2016. I reviewed the current balance with [redacted] and apologized for any inconvenience or 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, Henry H. 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
   The response to my complaint was false. Mike originally left a voicemail June 28th stating that I would be contacted by the "Senior Field Personnel" which never happened. I called him back that same day only to get his voicemail asking him to please return my call. He did call back two days later to see if the issue was resolved. After talking to him he told me that someone was supposed to be out there the day before (which I was never informed). That's when I brought it to his attention that some one had knocked on the front door that day while my girlfriend was at home to which she did not answer do to safety reasons and the truck outside had no makings on it at all. After a few minuets went buy she heard a knock at the BACK DOOR scaring her to death, she called a couple of neighbors to see if they would come help but by the time they got there they were gone. All of this was caught on my security cameras. So when Mike called back he assured me that the people coming back would be in a truck with a Comcast label on it yet that turn out to be false. They did come by the next day to bury the cable and it was done but with no communication to me of when. I cant believe it has come to this just to bury a cable.
Regards,
[redacted]

February 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:  January 27, 2016
Re:      ...

[redacted]
            [redacted]
            Miami, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office January 27, 2016 in regard to billing concerns.
I spoke with [redacted], account holder, February 4, 2016 and confirmed that he is currently enrolled to the promised promotion; of the Starter Triple Play package at a 24 month promotional rate, effective November 4, 2015 and will end November 4, 2017. Credit was applied February 4, 2016 for the reactivation fees, and the credit will be reflected in the statement dated February 14, 2016.
I apologized to [redacted] for any inconvenience he may have experienced while addressing 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,
Delcarme J.
Executive Customer Relations

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 3, 2015 Re:...

      [redacted]            [redacted]            Sandwich IL [redacted]            Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office March 3, 2015 regarding technical difficulties with their service.   I spoke with [redacted] on March 16, 2015 and confirmed the service related issues she experienced were resolved on March 13, 2015 by replacing a bad piece of equipment.  I also informed [redacted] that a credit has been applied to her account on March 16, 2015 for the loss of service. The credit will appear on her next billing statement, which will be issued on March 24, 2015. [redacted] now has confirmed she considers 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 ###-###-#### ext: [redacted].    Regards, [redacted]Executive Customer cARE

Revdex.com:
On June 26, 2015, at 4:40pm, I finally spoke with Joy's supervisor named Meredith @ ###-###-####. She had reviewed the entire account and listened to the recording I had from the Comcast agent assuring me I would receive the package for one year at the rate given.  Meredith then agreed to honor the package below for the agreed upon rate back in December:
She then told me that I should know
that I’m not allowed to ever record any of Comcast's calls without first getting
permission from Comcast.  I let her know
that we are a 2 party state and that Comcast notifies every caller before every
call in a recording that they are recording all calls, therefore both parties
are fully aware they are being recorded which makes it legal for both parties
to record.  She said that she’s not
allowed to discuss this but that is their policy and recordings are not
allowed.  I told her that Comcast would not have never honored the agreement if I had not recorded the call.  Meredith then repeated what the
offer was and we finalized the agreement with her promising to make copious
notes in case this happens again in 2 months, and with me recording the call. 
 
I was not able to have this taken care of until I went to the top of the chain and would have NEVER been helped if I had not had a recording of the agreement Comcast made. Every rep including Joy insisted that I was wrong and refused to listen to the recording.  It took a senior supervisor and months of phone calls to receive what Comcast promised.   At this point I am satisfied with the agreement Meredith provided and Comcast's decision to honor the agreement they made back in December.  I will note that the agent who is responding to this complaint made it sound like I was not taking her calls despite leaving her two messages letting her know I was out of the state until the 10th. I returned her call on the 10th and left a message telling her Meredith had agreed to honor their deal and she should not make any changes to my account at all at this point, and I was available anytime if she needed to discuss this.  She did not call me back.
 
I do not believe I would have been successful with Comcast if it were not for the Revdex.com and the recordings I made of conversations with Comcast.  Thank you!
Regards,
[redacted]

June 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:   June 21,...

2015
Re:         [redacted]               [redacted]               West Yarmouth, Massachusetts [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted] received in our office June 22, 2015 referencing a billing adjustment.
On June 22, 2015, I attempted to contact [redacted] regarding his concern. [redacted] contacted me back and requested no further calls regarding this matter, and requested a written response. Based on review of the account it was discovered that [redacted] was charged an installation fee in error. On June 22, 2015, a credit was applied to the account to waive the installation fee. The adjustment will appear on the billing statement dated July 7, 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 ###-###-####, Monday-Friday, 8:00 a.m. - 4:30 p.m.
Regards,
Vanessa F[redacted] Executive Office

[redacted]
 
[redacted] [redacted]
[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 28, 2015 in regard to incorrect billing concerns.   I attempted to contact [redacted] several times, using all resources provided by him, to discuss his concerns.  Unfortunately, my attempts were unsuccessful.  However, our records indicate on August 7, 2014, [redacted] returned his Comcast modem.  Due to a clerical error, the modem rental charge was not removed, causing the billing to continue for the modem.   On May 6, 2015, [redacted]’s account was corrected in billing along with a credit for the modem overcharges.  The credit should appear on [redacted]’s June 9, 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, Faye A.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]

December 15, 2014  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:   [redacted]Date of Notice:  December 3, 2014  Re:       [redacted]...

[redacted]             [redacted]             [redacted]             Dear Sir/Madam: This letter is in response to the complaint filed by [redacted], received in our office December 3, 2014 regarding a billing concern.  A Comcast representative attempted to contact [redacted], utilizing all contact methods provided, without success.  Our records reflect [redacted] was billed for a self -install kit on October 8, 2014. On October 19, 2014 [redacted] was billed for a second self-install kit and a technician visit charge.  A credit for one self-install kit, a late fee, and part of the technician visit charge was applied to [redacted]’s account on November 30, 2014. In an additional effort to reach a satisfactory resolution, another credit was applied on December 12, 2014 for the second self-install kit and remaining balance for the technician visit charge. All credit adjustments will be reflected on the billing statement dated December 28, 2014.  Without speaking with [redacted] directly to obtain additional information, we are unable to further research and address his billing concern.  A letter was mailed to [redacted] on December 12, 2014 advising him of his revised balance along with a direct contact number to utilize for assistance regarding 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, Andrea B[redacted] Executive Customer Care Specialist

I do accept the agreement because the line was finally removed from my lawn,however, the business is not being honest in providing a factual response. I attempted to call Laura numerous times and I also emailed her. She never returned my calls or reply to my messages. I had at least 5 or more appointments that were a no show by Comcast as I never canceled the appointments as I work from home and I have no reason to cancel an appointment. I have been treated very poorly as a customer and I recommend that Comcast significantly improves their customer service. I've been trying to resolve this matter since February & Numerous Comcast workers showed up to look at the issue and nothing was done. Comcast needs to get it together because there are numerous other businesses that I can turn to. I sincerely regret leaving [redacted] to go to Comcast.
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 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: September 15, 2015
Re:     [redacted]
...

          [redacted]           Miami, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office September 15, 2015 regarding his service concerns.
I spoke with [redacted] September 28, 2015 and confirmed that he will receive a cost estimate to have the pedestal removed within 7-14 business day. Construction will be scheduled to remove the pedestal once approved by [redacted].
I apologized to [redacted] for any inconvenience he may have experienced while addressing 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,
Desaree M.
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 promotion came with a "pricelock guarantee" and the price went up consistently from the time we ordered the service.  It started at around $70 and only lasted two months.   I have cancelled the service, I no longer do business with Comcast and that is why my phone number is not working.  The employees on their customer phone lines are rude, asking me if I WANT TO Cancel my service."  Who does this?  This company is a money hungry company who does not care about honesty or their customers.  I talked to "Joseph" who stated to give him 1-2 days to look into my complaint and after 5 days of waiting, I cancelled and found a new carrier to provide the services I need.   Two days after that I received an e-mail telling me he could not contact me by phone and he determined,  I had the lowest rate, already. (No Surprise) He expected me to wait how long until he returns the call?  It is fine, I don't find it worth my time to ponder on a company who thinks they are too big to fail and looks at the proceeds of raising the rates of their regular customers as more important than building loyalty with a customer or BEING HONEST.  All I ask is that you print this complaint, and allow the media to work to warn all pending and possible customers; Do Not Buy Into any Price Lock Guarantee or any other promotion of Comcast, which offers a stable rate for a set period of time, IT DOES NOT EXIST.  Keep Looking, there are better companies out there!   I will be sure to pass the message to my friends and family...One more thing, they may want to revise the commercial about [redacted], bringing their customers in at one rate and raising the rates later; as it tends to be hypocritical. 
Regards,
[redacted]

-------- Forwarded message ----------
sans-serif;">From: [redacted]<[email protected]>Date: Mon, May 18, 2015 at 1:34 PMSubject: Complaint #[redacted] - [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>
 This email is to inform the Revdex.com that the complaint , #[redacted],  I filed with your origination yesterday, March 14, 2015, has been resolved with Comcast.  They have agreed to refund all charges in question [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:The statement by comcast is not true. I have in fact spoken with Mark via email and have the emails to prove it. 
He was not helpful and actually tried selling me a different product claiming it was cheaper when in fact is was the same as I am paying now with all the included fees. 
Regards,
[redacted]

May 14, 2015 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:  [redacted]Date of Notice:  May 7, 2015  Re:     [redacted]...

[redacted]          [redacted]          Holt, Michigan [redacted]            Dear Sir/Madam: This letter is in response to the complaint filed by [redacted], received in our office May 7, 2015 regarding a billing concern.  A Comcast representative spoke with [redacted] on May 14, 2015 and discussed her concerns. A credit was applied to [redacted]’s Comcast account on May 14, 2015 to honor the installation price quoted on March 5, 2015.  The credit will be reflected on [redacted]’s billing statement dated June 7, 3015.   Our records reflect the order for service was requested on May 5, 2015 and the installation appointment was completed successfully on March 10, 2015.  The account does not reflect a history of the installation or appointment being delayed.  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 Avery at ###-###-####.    Regards, Davina L[redacted]Executive Customer Care Specialist

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 19, 2015 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:   [redacted]Date of Notice: March 14, 2015  Re:       [redacted]...

[redacted]             [redacted]            Baltimore, MD [redacted]            Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office March 14, 2015 regarding a request for payment arrangements.    I received an email from [redacted] on March 16, 2015 with her concerns. Since that time, I have attempted to reach [redacted], using all methods provided by the customer, to discuss her concerns; however, my attempts have been unsuccessful. Without being able to reach [redacted] to discuss her request for payment arrangements, we are unable to provide a resolution at this time.  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,  Brian S[redacted]Comcast Cable Communications, LLC