Comcast Corporation

Comcast is the worst cable and internet provider I have ever interacted with. After failing to provide me with working service, Comcast continued to bill me months after I canceled my services with them. I am currently on the phone for the sixth time attempting to resolve my issues with Comcast. They are continuing to charge me $100 for "unreturned equipment" when all equipment was returned within the two week required period following a cancelation of services. This was in August and it is now October and they still have not resolved my billing issue, after six attempts through customer service. I am livid.

Comcast sales person knocked on my door and promised me same and better internet speed for a lower price than my previous service. I was using Frontier FIOS service with 50Mbps download speed, and 25Mbps upload speed. Comcast sales person promised the "similar" speed. I asked about the upload speed explicitly, will they provide 25M for upload. And his answer is very direct: "Yes, similar speed." Also, he never mentioned about a 2 year contract, nor there will be an early termination fee if I choose to cancel their service within 24 months. After waiting for 2 week, their service is installed. And I realized, their upload speed is only 10-12M, no where near 25M they promised. And also, I found there is a 2 year contract associated with my account.
They came to my home and talked me into this, tricked me to switch service provider. They can't keep their promise. They put hidden TOS in the contract without notifying the customer. They bring nothing but hassle. This is the worst experience I've ever had with an ISP.

Review: A salesman called 10-02-2014 and offered me a promotion to upgrade my cable and internet service for the same fee I was paying. When I got the email confirmation it wasn't anything he said and more money and it was a triple play promo that when I called to cancel it customer service didn't have it and would not help me, I was on the phone an hour and half, no one cared about the misinterpretation of the package, finally one lady was concerned and will call me back. I just want my old package back.Desired Settlement: I want it to be known Comcast is offering fake promos and bad customer service and I have been their customer for over 20 years

Business

Response:

October 16, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: October 5, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office October 8, 2014 in regard to a billing explanation request. I spoke with [redacted] on October 10, 2014 and confirmed she has elected to keep the 24 month Triple Play promotion for cable, phone and internet applied on October 8, 2014 referenced in her complaint. This is a tiered promotion that will increase in the second year on October 8, 2015 and will be subject to retail rates upon expiration on October 8, 2016. In addition to the Triple Play promotion a promotion that was applied on October 8, 2014; a promotion was applied for HBO free for 12 months as well as a DVR free for 12 months that will expire on October 8, 2014 and will be subject to retail rates as well. 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, Chantae C.Executive Care Specialist

Consumer

Response:

[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.]

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,

I lived in Memphis, Tennessee (38103) area code for 4+ years (2010 - 2015). During that time, I used Comcast's internet services. I have always had my own modem and my own router. I never rented one from Comcast. I moved out of my apartment on the first weekend of January 2015, and informed Comcast that I needed my service cancelled. They said they would cancel it.
Nine months later in September of 2015, I discovered that my credit report had a collections claim on it for the amount of $82 from Comcast. I called Comcast immediately, and discovered that they did not cancel the internet until April 2015. For some reason, they allowed my internet to be active for months after I already moved out.
What followed with Comcast is a series of 8+ phone calls in both October and November 2015. All of my phone calls to Comcast accomplished nothing. On several occasions, their customer service reps stated that they had no idea what department they should transfer me to, and that they did not know how to handle the situation. On other occasions, the customer service reps hung up on me. This was witnessed by those around me when I made the phone calls. It got to a point where I started asking to speak to their supervisor. The last person I spoke on the phone with was Karen, a supervisor with the Memphis, TN branch. Karen claimed that if I faxed my proof of move out to their collection department, the $82 claim would be taken off of my credit report. I did that immediately. That was 1+ month ago, and the collection is still on my credit report.
I retained documentation from my landlord that I did indeed move out the first weekend of January. I also retained documentation of the 8+ phone calls that I have made to Comcast in regards to this issue during the last 2 months. The issue has yet to be resolved.

Review: Comcast equipment is outdated and of insufficient capacity to allow for functioning Voice over IP phone usage in our offices. The lack of phone clarity/capability is due to a technical problem called "packet loss" and/or "jitter", depending on the day and time.

After 2 months of complaints and service calls with voluminous denials and finally extensive testing, Comcast finally 3 weeks ago admitted that the problem lay in their equipment. Specifically, our new office lies in an "oversaturated node". Comcast has refused to upgrade or repair the node, and our phones continue to be unusable for large portions of the day. Today they floated the idea theat they will look at it after January first. There is no committment of a repair, and no date provided. Clearly, this is unimportant to them.

We pay for 50/10 speed, and the speed tested has recently approached this, but the dropped call and jitter/packet loss continues unabated.

We need help from a regulator. There is insufficient competition in this marketplace to allow us to simply fire Comcast.Desired Settlement: Comcast needs to immediately repair/update the node in this area. I would like a credit fort all bills paid since our move in July 1, when we first began to contact them and their denials of the issue began.

Business

Response:

December 13, 2013

Revdex.com of Metro Washington DC & Eastern Pennsylvania

1880 John F Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Case Number: [redacted]

Date of Notice: November 26, 2013

Re: [redacted]

[redacted]

Dear Sir/Madam:

This letter is in response to the complaint filed by [redacted], received in our office November 27, 2013 regarding a service concern.

A Comcast Business Service representative spoke with **. [redacted] on December 3, 2013 and discussed his concerns. At this time, Comcast network technicians are currently working in the area on the node. The current estimated date the repair will be completed is December 19, 2013. An apology was provided to **. [redacted] for any inconvenience he experienced in attempting to further address his concerns. **. [redacted] is aware of the current steps being taken to further research and resolve his service concerns. Once the scheduled work is completed, a Comcast representative will follow up with **. [redacted] to confirm his service concerns were resolved and further assist with his request for compensation for 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,

Executive Customer Care Specialist

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

This is the 3rd date given for Comcast to make the expenditures required for a fix. They have twice informed me that they were delaying any repair until an unknown future date in order to stop the complaints. I will "accept" this response after the repair is done.

Also, I have made several verbal requests to their regular complaint/service process to be refunded for the cable bills going back to July--for the inability to make usable VOIP phone calls, and all of my extra IT expense incurred in proving to them what they already knew--that the node was beyond capacity causing my VOIP to be unusable.

Regards,

Business

Response:

December 24, 2013

Revdex.com of Metro Washington DC & Eastern Pennsylvania

1880 John F Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Case Number: [redacted]

Date of Notice: November 26, 2013

Re: [redacted]

[redacted]

[redacted]

[redacted]

Dear Sir/Madam:

This letter is in response to the complaint filed by [redacted], received in our office November 27, 2013 regarding a service concern.

A Comcast Business Service representative spoke with **. [redacted] on December 3, 2013 and discussed his concerns. Comcast network technicians completed a node split in **. [redacted] area on December 19, 2013. A follow up call was placed to **. Sterns on December 20th and 23rd where he confirmed his service concerns were resolved. An apology was provided to **. [redacted] for any inconvenience he experienced in attempting to further address his concerns. A credit for the service experience was applied to the account on December 23, 2013 and will be reflected on the next billing statement dated January 14, 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,

Executive Customer Care Specialist

Consumer

Response:

[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.]

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,

I was charged an installation fee after doing a self installation. After spending hours on the phone trying to fix this issue with Comcast's inept customer service representatives, I was told that a credit would be applied to my next bill for the amount of the installation fee. When the that bill became available to view, to my surprise, there was no credit for the installation fee. Again, I had to contact Comcast to correct this issue. I was told yesterday that my NEXT bill will now have those credits applied because they did nothing to apply credits to my previous bill. I am hoping that this simple issue will be resolved this time, though I am not confident.

1. I started researching Xfinity on 12/6/15.
2. I contacted Xfinity/Comcast several times over the next few days with different questions.
3. Xfinity had an offer called the Triple Play HD XF Complete (or something close to that) - the package included 260 channels (all premiums), 105 mbs internet, a home phone, one X1 DVR, three x1 hd boxes (non dvr) and the required router/modem. The price for all of this was $199 for 24 months, with 2 yr agreement. A huge plus to this deal was that it included a $500 gift card.
4. One of my questions that I called about was could I exchange two of the non dvr boxes for the X1 dvrs. I called and was told that it would be an additional $10 per dvr.
5. I chatted with an xfinity representative online, in an effort to place an order, and was told that the required gateway/modem/router was an additional $10. This was no where in the online offer. The online offer for this deal said "included" when it showed the modem/router. This is the first example of Comcast's systemic lack of product knowledge.
6. the next day, I place my order online. Easy as could be. I was told to expect a confirmation email w/in 24 hours.
7. I get a call the next day, a call that ended up taking 1.5 hrs and three departments, the representative told me that my order did not go through because I was charged incorrectly for the package I ordered. As stated above, and I have plenty of screen shots to prove this, the package I ordered included three non dvr hd boxes. The representative told me that I should be charged for those three boxes and my total monthly bill would be $230+ dollars. I argued and was put through to the "highest level of customer support." This highest level was able to confirm that I was correct about the price, but could not complete my order and me still receive the $500 gift card. This same representative also told me that each DVR I got extra would be $20 apiece and their was no "code" for her to adjust the price to the quoted $10 each for additional dvrs (see above).
8. The highest level customer service rep put me through to the "internet order dept.?" to complete my order and still receive the $500 gift card. I was helped by Shane who was having computer problems and had to save my order. Shane said he could add the two dvrs and they would be $10 each. Great, no problem. He had someone call me back as promised and I completed my order. My order, and I made sure that this is what I was getting, was the above package with two additional dvrs. Install date 12/10/15 between 10-12.
9. 12/10/15 - Installer shows up and immediately starts saying that only ONE dvr can be installed in a house and starts telling me what I want. He calls and checks w/ someone and tells me he can only install two dvrs!!! I canceled my order. This company is systemically confused! I looked on their website today and the offer that I accepted above is no longer available. I strongly feel like this was set up so that people did not take advantage of this offer and receive the $500 gift card. I really wanted this service, but I also need to be able to get straight answers on what is available and what is not.

Review: called and activated service did self installation, got the wireless internet working with no problem. The box for the cable tv would not work. Spoke with tech support, they could not figure out the problem. Adivsed that a tech needed to come out and see if there were rouble with the lines. I told them it was the box multiple times, and the service person insisted that it could be in the wireing of my house, which I live in an apt complex with one outlet. but they advised that I would not be charged if it was their equipment. I am now getting chatged 59.95 for the visit. The bill is 20 for installing wirelss that was already active which they can see by their records and replacing the box which was broken that was suppose to be free of charge. They said they replaced the jack in the wich they did not test with the new box to see if it was needed, also of the box was not the problem why was it relplaced. I have called several times being told it was taken care of then rejected.Desired Settlement: refund the charges

Business

Response:

September 18, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 27, 2014 Re: [redacted] Dear Sir/Madam: This letter is in response to the complaint filed by [redacted], received in our office September 4, 2014 regarding a billing concern. A Comcast representative attempted to contact [redacted], utilizing all contact methods provided, without success. Credits were applied to [redacted]’s Comcast account on September 9, 2014 for the technician visit fee and installation fees. The credits will be reflected on [redacted]’s billing statement dated September 21, 2014. Without speaking with [redacted] directly, we are unable to confirm if the credits applied to the account resolved his billing concerns. A direct contact number was provided via voicemail message and electronic mail for [redacted] to utilize should he require additional assistance with 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, Davina L[redacted]Executive Customer Care Specialist

Consumer

Response:

[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.]

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,

My Comcast internet goes out every week
My telephone went out
They promise a technician for 3 days to repair the problem no resolution
I took off work 3 days because they promise a technician was coming out to repair the problem no technician came out or called
They set a appointment up for 2 weeks later.

Review: Comcast has been a very good service provider for years up until recent when someone has stole my identity and are trying to use my identity in an attempt to open a new account with Comcast, I spoke to a gentleman named Matt Rep ID # [redacted] at the [redacted], UT call center and would not provide me with any became argumentative with me stating "Well do you want me to help or not!!" then continued to argue with me. I have been a victim of identity theft once before and just wanted to figure out who ran my credit?? I have contacted the police as well and hope the Revdex.com can help me.Desired Settlement: Determine whose using my identity and remove the hard inquiry form my credit report I am a long time customer with Comcast and would like to continue the longevity of our relationship.

Business

Response:

August 12, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: July 24, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office July 24, 2014 referencing a fraud complaint. I spoke with [redacted] on July 24, 2014. Due to a data entry error, a credit inquiry was performed on July 19, 2014 on [redacted]’s account. On July 25, 2014 the credit bureau was notified and the credit inquiry was removed. As a good will gesture, a credit was applied to [redacted]’s account on July 25, 2014. The credit will be reflected on the statement dated August 10, 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 ###-###-#### Ext. [redacted]. Regards, Alyssa P.Executive Customer Relations

Consumer

Response:

Comcast made an attempt to resolve the situation I feel above and beyond what I feel was adequate and do appreciate the prompt response. I will definitely continue business with this company.

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,

For someone, such as myself, who pays their bills on time, I always have issues with incorrect billing with Comcast. I have to contact Comcast every time my bill rolls around, because it is always inaccurate. When I call, my call time is long, and when I finally speak with an associate, I'm transferred three to four times if not more, and I get different information from each associate. My billing is never correct, and still has not been corrected. I'm told that it will take 48 to 72 hours for changes to be updated, and that has yet to happen.

I signed up for Comcast's promotional new customer rates for internet and asked for a home install kit. The kit was not delivered so I called customer support and asked them to deliver the kit. I was promised it would be overnighted at no charge to me and was given a confirmation number. Days went by and nothing arrived except 2 coaxial cables. I called customer service again and asked where my package was and gave them the confirmation number. I was then told that the confirmation number was invalid and that my package had already come. I asked for a supervisor and was told that they would send a technician to solve the problem in 8 days free of charge and that I would receive HBO free for 6 months (a $60 value/ slightly less than one month's bill total) the technician came and installed everything just fine. A couple days later I receive an email saying I have a bill for $150 including the fee for the technician and the package that was never sent along with 2 months of internet. I got the charges waived, but in all it took several hours and multiple instances of calling customer service. This company treats their customers horribly and would have proceeded to go along with fraudulently charging me had I not called customer service for the 4th time. Their agents are ineffective and intentionally drop calls with you to transfer you - it happened to me several times. Comcast treats their customers however they like because they have a monopoly and money to throw around. The way they treat their customers is shameful and unlawful and I sincerely wish people better luck than I had if they ever have to deal with them.

Review: I have cable and internet through Comcast. I signed up years ago and at the time modem rentals were $3/mo so I elected to rent a modem over buy. Not along after I learned the cost moved to $7/mo and I was never notified. At that time (Oct 2011), I purchased a modem via [redacted] (I have my online receipt) for $27. I returned my modem to the local Comcast store. I still remember asking the lady behind the desk if she needed to check something off in their system and she said I was just to leave my stuff at the window, which I did. Then in Nov 2013, I noticed that a modem rental fee of $8/mo had been adding to my account. I called and spoke to an associate. She said they do audits and they thought I was still renting so they added the charge to my account without my knowledge. She acknowledged that I had my own modem and gave me a credit for the rental charges. She promised me that she filled out some form so a modem rental charge would never be added without my knowledge again. To my surprise in April 2014, Comcast again began to charge me $8/mo for a modem rental. I called on July 2nd to ask for the charges to be removed. The man said, he couldn't remove the charge. He fill out a ticket [redacted] and said the issue would be resolved by July 16th. I called on July 11th since I couldn't understand why it takes so long to see that I own my modem. The girl told me the same thing that, on July 16th, the ticket would be answered and all the back charges would be removed. On July 16th, I called and the associate said that the previous two associates were wrong and that the ticket would be resolved by 7/22. All three of them said they put in a request to expedite the ticket. Today I called to see if the modem charges had been removed. The man said that he did note that the ticket was overdue but it wasn't his department so there was nothing he or his supervisor could do to fix the problem. I told him that after so many broken promises that I intended to log the complaint here.Desired Settlement: I want the modem rental charges removed/refunded and I want some degree of confidence that I don't have to police my bill for extra charges.

Business

Response:

August 5, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: July 23, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office July 23, 2014 in regard to a service complaint. I attempted to contact [redacted] several times, using all resources provided by the customer, to discuss his concerns. Unfortunately, my attempts were unsuccessful. However, the modem rental charge was removed from the account on August 5, 2014 with an effective date of April 11, 2014 generating a credit prorate. The credit will appear on the August 20, 2014 billing statement. The modem status was updated on August 5, 2014 to reflect customer owned status. I would need to speak with [redacted] directly to address any outstanding 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 me at ###-###-####. Regards, LauraComcast Executive Customer Relations

Consumer

Response:

[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.]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]

Review: When moving, Xfinity Home Security allows you to transfer your services but they dont tell you they don't service all areas of the [redacted] valley. Their contracts fine print says that you will be charged a cancelation fee if you move outside of their covered area; however, you can transfer the service to someone else (if you can find someone to take over your remaining contract). What is ethical and legal about Xfinity requiring such a thing?Additionally, Xfinity has confirmed that there is in fact a Comcast cable line already installed in my neighborhood - in fact, it is directly in front of my new home. I do not want to cancel my services with Xfinity Home, but I am being forced to cancel because they refuse to use the line that is already installed. I spoke with several customer service representatives over multiple days, but was fed up when I reach Corey (Employee ID #([redacted]). He refused to help me and said there was nothing Xfinity or he could do. My cancellation fee is for the remainder of my contact (totaling over $700)! This is a ridiculous amount and Xfinity wouldnt be out any money if they just cancelled my services free of charge, because of these extenuating circumstances.

Product_Or_Service: Xfinity Home 300

Order_Number: N/A

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Cancellation fee refunded without it affecting my credit or future services.

Business

Response:

August 5, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: July 22, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office regarding a dispute concerning an early termination fee. On July 28, 2014, I corresponded with [redacted] and explained the early termination fee associated with their Xfinity Home service was waived on July 22, 2014. Our records indicate there is unreturned equipment on her account. Once the equipment is returned, the credit balance will be refunded to her. A return mailer has been sent to [redacted] to return all equipment remaining on her account. 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, Kathy B.Executive Customer Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. On Tuesday, 05 Aug 2014, I returned the equipment indicated in the response from Comcast. I hope that Comcast customers won't have to be hasselled by this issue in the future.

Regards,

I had a longtime account with Comcast and I recently moved to an area not serviced by Comcast. I moved mid-month. It took me 4 phone calls, a letter and a couple hours of my valuable time to get proper billing credit for the full month they then charged me for. I was told by one associate I would be sent a corrected final bill (they never did) and not to pay until receipt, and in the meantime they sent my account to collections. I have never received a collection call in my life and I was furious. I am now on hold once again trying to get this sorted out. This girl on the phone appears to be competent. We shall see. If I do move back to the Comcast area, I will never do business with them again.

Review: On June 10, and without notice, I noted my 6/3/14 bill increased by $27.20. I called Customer Service (CS) in an effort to find out why the increases. I could not get a straight answer for the increases. All the CS Rep would say was that my discounted period had expired. I explained that I had a two (2) year contract for the discounted base price of $99, she replied that I had no contract. When I said I would than cancel my services, she reversed herself and stated I did have a two year contract and there would be a termination fee. When I tried to differ with her, she became rude and confrontational over the phone. I than asked to speak to another CS Rep, and was put on phone hold for unreasonable amount of time. Comcast like [redacted] and all other similar corporations, make it very difficult for a customer to drop service. Complaining customers or customers who want to drop a service can expect unreasonable phone wait times as punishment or as further punishment, one can typically expect calls to be accidently disconnected.Customers are at the mercy of Comcast with very little or no recourse other than to write letters to those that will listen about the awful services conglomerates such as Comcast provide.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Want to make sure that services are disconnected as of June 10, 2014 as discussed with the Comcast CS Rep. I do not trust that Comcast will disconnect services as requested and adjust my final bill accordingly.

Business

Response:

June 24, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 13, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office June 16, 2014 in regard to a billing issue. I attempted to contact **. [redacted] several times, using all resources provided by the customer, to discuss his concerns. Unfortunately, my attempts were unsuccessful. However, our records indicate on May 17, 2013, **. [redacted] was provided a transitional promotional rate for his services with a 24 month contract. From May 17, 2013 to May 16, 2014, the services billed at their lowest rate. On May 17, 2014, the services stepped to their next rate, and on May 17, 2015, the services would bill at their regular published rate. On June 10, 2014, **. [redacted] contacted Comcast to disconnect his services. **. [redacted] was not billed for any services after June 10, 2014. The disconnection of the services was completed on June 20, 2014 and all the equipment was returned and removed from the account on June 23, 2014. **. [redacted]’s customer service concerns have been forwarded to the proper management for further review. 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 Relations

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because I have also attempted to contact [redacted] at the number provided and all I get is a voice mail "out of office." In response to her letter, my discussions with Comcast's Customer Service Reps differ than what she is reporting. I was specifically offered a 2-year contract a the special rate that is being contested. Nonetheless, my issues with Comcast continue as follows:1. I was never contacted or notified that my rate would increase;

Comcast added an Internet upgrade to our account without notifying us or being solicited by us. The upgrade was called Blast! Internet service, and carried a $12 per month charge. I called and asked why they added that upgrade to our account. The rep told me that Comcast "noticed that your Internet speed has been slower than usual so they added the upgrade."
I was floored by this response. I asked the rep why Comcast would add an upgrade to our bill without asking us, being asked by us, or even telling us. There was no explanation whatsoever on the bill. I told him that we had not been having any trouble with our Internet speed, and that it was not up to Comcast to decide that our Internet was too slow for us. The rep had no answer for this and I could sense just wanted to get me off the phone because he didn't know what to say.
Searching for words, he actually said, "you are getting a $7 per month service discount for this upgrade, so you're really only paying $5 per month for it."
The rep removed the charge from our bill, but I am extremely disturbed that they arbitrarily added it in the first place. The rep also did not seem to know much about this and had no suitable answers to my questions, which left me not much recourse for my complaint. I still don't know why they thought they could just, out of the blue, add an optional upgrade charge to my account. I wonder how often they do this to others who don't notice it on their invoice.

On June 2015 I have upgraded my cable service with Comcast Xfinity over the phone. I was told that as part of the upgrade,I will receive a modem, but I told her we do not need the modem, as we have our own, but she insisted that I take the modem, as it is part of the upgrade, and it is FREE so I should take it anyway, so I did. When I received it, I didn't open the box, and put it in storage thinking I can use it as a back-up modem.
8 months later, I realized that I was charged $10 per month for the rental of this modem. I called Cust Svc again, and I was told that the Shipping and the modem was free, but rental fee will be taken.
The 2nd Cust Svc Rep took off 3 months of rental fee (apparently the maximum they can deduct-why?), but it still means that I have paid $50 for something I initially refused, and haven't used. Fortunately I have not open the box, so apparently (according to the Rep) I can send the modem back to Comcast without being charged for shipping (we shall see).
I can see how Comcast can make some extra profit by misleading their customers, and count on misunderstanding by millions who use their service.
For someone like me who uses auto-payments, it is easy to miss the additional cost, and be scammed by Comcast's hope that I will miss the charges.
Comcast is deceptive and I consider this fraudulent, as there was NO DISCLOSURE that rental fee will be applied, and untrue implication that it was "free" through usage of language.
I am so angry at their deception that I am currently preparing to change provider.

I am located in W[redacted] Ma. and am a Comcast cable customer. I called their customer
service line to ask a simple question about my modem and the possibility of changing it.
I spoke with five or more people who kept referring me to another department. After waiting ten or more minutes to be connected with each person well over an hour on the
phone. I get connected with a fellow who was supposed to be the person with the answer. After talking to him for about ten seconds we got disconnected and he does NOT call me back. Over an hour of wasted time with the worst customer service I have ever had the displeasure to have to deal with. Comcast is the worst and you cannot even call your local Comcast office for advice as they don't have phone ability. If you sign up for Comcast hope you never have to deal with their incompetent customer service. For over $145.00 a month they really don't give you much for your money.

Review: Our company had tried to cancel Comcast service, but the account had been signed by an ex-employee without the contract being reviewed by management. The Ex-Employee did not have the rights to do this, but [redacted] took over the contract. Comcast provided a change of ownership form @ 2/2012, but never provided [redacted] with a copy of the contract. In November 2013, we contacted Comcast about getting service at our new offices in [redacted] since our current building had been sold and was being torn down to put in a new train station. Comcast advised that they would not be able to provide service and that the bare minimum time frame for them to try to install would be 6-8 months. We told them that was not good, and the individual advised us that we would be able to get out of the contract since we had tried to keep service with the company, but were unable to due to the company's new location. We signed the disconnect form on 4/24. Comcast had never advised us that we would have two months following our "disconnect / cancellation" request for them to continue to bill us. I'm sorry, but this is a very unfair way to do business and is 100% against the consumer and 100% in favor of the business. Consumers / business do not "cancel business" with vendors on whims, but with cause. Our cause was that Comcast could not provide service at our new facility.Desired Settlement: We are requesting that Comcast cancel their payment requirments on account # [redacted] and credit the account $273.92. This is fair since they were advised in November 2013 that we were going to cancel service and did not advise anyone at our company that we had to give 60 days advance notice of cancellation.

Business

Response:

July 8, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 20, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office regarding a dispute concerning an early termination fee. I spoke with [redacted] June 26, 2014, network manager for [redacted], and I explained that the Early Termination Fees will not be applied to the account as we were unable to provide a transfer of service for the business. We also waived the required 60 day cancellation notice. The disconnection order was processed June 25, 2014 and the billing was backdated effective April 28, 2014 leaving a credit balance on the account which was returned via refund check on June 27, 2014. I apologized to **. [redacted] on behalf of Comcast; **. [redacted] contacted business services multiple times regarding the disconnection of services however it was not addressed. I explained that all information will be forwarded to management for review. 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, [redacted]Comcast Corporate Liaison

Consumer

Response:

[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.]

I have reviewed the response made by Comcast in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Comcast did an excellent job in their customer service department that handled this claim and they were able to get this handled to our satisfaction. The individual that I spoke to was very courteous and apologetic that we had to go to such lengths.

Regards,