Comcast Corporation

Review: On July 31, 2014 my internet connection began randomly dropping. It took 3 days to get a tech to the house. The tech said he suspected interference on the connection from another cable provider ([redacted]) said it should now be clear, left contact number with me, and left. Internet dropped out several more times that day. Contacted Tech, said he was stuck working at a Comcast Exec's home, but would come back later on. By 5pm still no return and we had dinner plans. Tech said he would still come by, check it, and call me. Did not happen. Connection continued to drop. Called again on Mon Aug 4. Supervisor created appt for a different type of tech to work on my connections for Aug 5 between 5-7pm. No call from Comcast confirming, which is normal before an appt. I called when I got home, phone support said : Its 430 your appt isn't until 5-7 so just wait they will be there. At 7 I called, no tech. No record of my call at 415 earlier. Said my appt was for Aug 8. Told them issue is with the [redacted] connection, T3 timeouts, and the signal is outside of acceptable range ( at 51Db acceptable is 40-45 db)

Phone Tech talked to supervisor and put in a 'special escalation' and gave me a new ticket number. Said I would get a call at 1135 from tech for a visit today, Aug 6. Called at 7:30AM and nothing is scheduled for today, they didn't correctly complete the request last night. I was also told it was my responsibility to keep notes of who I talked to and that I had called, as they didn't have record of some of my calls.

1. They do not track when you call and make notes of what is going on or what has been done

2. They do not have any sense of urgency for repair

3. Phone techs have little to no troubleshooting skills and don't understand when you provide information what it signifies

4. Lack of integrity, you are told that you have appointments scheduled, you plan on taking time off from work to be there, and then find out they never even scheduled the appt and don't show up. Essentially they lie to you ( has happened 2x now)

This is completely unacceptable for a utility service that costs in excess of $1200/yr. The lack of integrity is simply astonishing.

Business

Response:

August 25, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 7, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office on August 7, 2014 regarding technical difficulties with his service. I spoke with [redacted] on August 25, 2014 and confirmed the service related issues he experienced due to a defective drop has been resolved. The service issues were resolved on August 9, 2014 by replacing the cable drop and adjusting the signal level outside the home. I also informed [redacted] that a credit had been applied to his account on August 22, 2014 for the loss of service he experienced on August 9, 2014. The credit will appear on their next billing statement, which will be issued on September 1, 2014. A 12 month promotional offer was provided on August 22, 2014 for the DVR service. [redacted] is aware this offer will expire in August, 2015 and the account will be subject to retail rates at that 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, Ms. S. C[redacted]Executive Customer Relations 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 recently ordered a on demand movie, was charged 5x for the same movie. I luckily had to call them and the mistake was corrected. However how many times in the past was I charged more than I was supposed to be. They don't care, and the rep. laughed when I asked if it could of happened before, and could this be the reason my bill remains too high no matter if my payment is more than owed. They didn't check, COMCAST is cheating thier customers!!!!!!!!

Review: Around April 5th is when all my billing nightmares started. I've contacted the Revdex.com previous in regards to this billing error. I've not received the support I've needed in this situation. I've had to call into Comcast everyday to ensure my billing and credits have been applied. I've been treated very poorly and have been told by representatives that I should learn how to make a payment. My services were reinstated yesterday June 20th after fighting for hours to get someone to look at my bill. Today June 21st, my services were suspended. I called into Comcast again and the first representative told me he was going to read the notes. Instead he transferred me. The next representative refused to dig into my situation and told me that what it shows on my bill is what needs to be paid. I ended the call.Desired Settlement: I want my late fees removed, and the proper credits applied so I can move on with my life.

Business

Response:

July 10, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 23, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office June 23, 2014 regarding a billing issue. On June 24, 2014, I spoke with **. [redacted] in regard to her concerns. Comcast does not have record of a promised credit to **. [redacted]. However, as a good will gesture, a credit has been applied to her account on June 24, 2014. All billing concerns have been resolved and the account restarted on June 23, 2014. The credit will appear on their next billing statement, which will be issued on June 24, 2014. We apologize for any frustration this situation may have caused and assured **. [redacted] that feedback would be provided to management for coaching and training purposes. 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]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,

November 13, 2015
Customer Service
Comcast
1701 John F. Kennedy Blvd.
Philadelphia, PA 19103
Dear Representative,
In the past 7 days I have needed to contact your organization 5 times regarding my television. It should be noted that in all instances your staff has been very professional and courteous. However, one of the instances involved a conversation with an individual where I had a very difficult time understanding. She spoke too fast, and her dialect was difficult to comprehend.
Four of the instances were because my t.v. froze - the picture (channel) could not be changed nor could the volume be adjusted. On three of the instances I called your customer service and in each instance I was instructed to disconnect all connections to the cable box and then reconnect. A refresh of the cable box was also initiated by the technician. The problem went away in each instance. When the problem occurred the fourth time I took it upon myself to drive to the local Comcast store to exchange the cable box. This is a 22 mile drive.
The fifth instance occurred after the cable box was installed and activated. When the Guide function on the remote was used the Guide grid was truncated - it did not fill the screen horizontally. The Guide grid did fill the screen horizontally prior to changing the cable box. So, I went online to your website to see if there might be something to help me resolve this situation. I didn’t find any “Help” functions so I started a live chat with one of your analysts named Andrea. We went through a 45 minute process to try to resolve the issue, but to no avail. She asked if I wanted an on-site technician involved and whether I wanted my cable box replaced. I asked to speak to a supervisor. He took over the chat and asked me to change the resolution. It was at this point that I became frustrated and I informed him that I had had enough, and that I was terminating the chat. The Guide grid has not been resolved.
I have been a Comcast customer for a very long time - 30 years or more. I have a bundled package, e.g. t.v., phone, and internet. I expect more from your organization. I expect your equipment to last longer - I’ve changed the cable box twice within the past 6 months. I expect to be able to verbally communicate with your representatives where I can clearly understand them. I expect to have problems resolved, not exacerbated, when I do contact Customer Service. I expect a seamless transition when swapping equipment, not a situation where I am in worse shape then when I started. Unfortunately, I am willing to live with that situation for fear of making things worse. My next letters will go to both the F.C.C. and the Revdex.com.
Sincerely

Comcast/Xfinity is possibly the worst business I have ever interacted with. They don't show up to appointments. They flat out lie about what they are doing to help you. They hang up on you or transfer you to someone who can't help you when they are annoyed with helping you. They just simply don't care about the customer. I have been on hold for hours and hours trying to cancel my service and get my overpayment back.

Review: I log in to my comcast account and find links to "special offers for me" and "upgrade service", the prices stated there are what I want to pay so I eagerly add them into my cart.

However When I check out they direct me to a "sales agent" every time, who invariably increase the price to my dissatisfaction.

This is misleading and wrong use of the "Terms and conditions" in every way possible since it is not apparent what services they provide to a particular user and we end up wasting our invaluable time and effort arguing with the representatives who offer no reasonable solution.Desired Settlement: Comcast "guarantees" a 100 % customer satisfaction on their service but I am not a 100 percent satisfied with anything they provide.

I would like the offer that they had promised me on the website and nothing less.

i.e 49.99 per month for blast plus + 4.99 for sports

Business

Response:

June 20, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: June 2, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office on June 4, 2014 in in regard to receiving promotional rates. I spoke with **. [redacted] on June 6, 2014 and addressed his concerns. I informed him the promotional rate referenced apply to new customers only. I provided an explanation regarding the advertised promotional rates and explained the website refers him to customer service to inquire into specific offers he is or may be eligible for. I have offered **. [redacted] a twelve month promotion for the Starter cable package, Blast Internet and a six month promotion for the Sports and Entertainment tier effective June 6, 2014. At the conclusion of the promotion regular rates 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 3012003. Regards, [redacted]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. However I suggested the website description be tailored to the specific user since their current advertisements are misleading.I would accept this solution now since I am getting the features for the price stated on their website.

Regards,

Comcast likes to claim ownership of modems that are clearly customer-owned so they can charge a modem rental fee. If you complain and they fix it, it is only temporary. Within 3 months, they sneak it back in and the process starts all over again. Customer service is a complete waste of time and Comcast apparently does not employ supervisors for issues to be escalated to. I am merely another default customer of the Comcast monopoly with no other choice in cable service.

Review: In May I started service the package I got has a no contract but according to my bill my promotion includes in the price a digital adapter box which I have and a remote. I am being charged 9.95 for this as I have the X1 platform and the HD DVR box. According to a representative that I did an chat with and have printed the transcript, because I have the DVR box I am being charged because the digital is not my primary. I asked if my primary was the digital and the DVR box went as a secondary they would honor it? She told me no because regardless that box would still negate me from not being charged and couldn't be a secondary anyway. So regardless of the advertised package promoting this X1 platform and the type of box needed, I am told I should get a digital box which is in my room at no charge, I cannot This is false advertisement and not told to consumers which leads to class action suits with this practice.Desired Settlement: Credit back the 9.95 each month I have had service since May 2014 and remove the 9.95 charge from future billing as per the agreed terms

Business

Response:

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] 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

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 haven't had nothing but horrible experience with Comcast customer service and services experiences. They continue to over charge me monthly. They never never never are consistent, each time I called in each rep has something different to say about my account. I begin to document each call I have with them because for sure the next rep story will be different from the last.

So I live about 330ft from a comcast pedestal on the street. I had been paying for their 105 mbit/s service for months and moved to a new address. I began encountering dropped packets, connection timeouts, variable speeds and then the down speed plummeted to 30 mbit/s.. I called comcast and scheduled a tech. Tech#1 said I needed a booster in the home because all the levels from the street were in "the red" and unacceptable. The speeds would not go above 45 mbit/s. Tech#2 said it must be the modem and replaced it. The speed fluctuated to 95 mbit/s then dropped down to 35 mbit/s..... Tech #3 said he was some regional specialists and explained the signal coming from the drop was badly degraded and was surprised the modem was online at all. he said the booster can't boost a poor signal from the street but it could certainly get my requests (up speed), and he was right my up speed had consistently been over 13 mbit/s.. well the bypass line from the corner had the exact same problems and he said they would have to schedule a crew to come out and install "main line", which he explained was the same stuff they use from pole to pole, and since I was paying extra for wiring and line replacement coverage that it would not be an issue. HOWEVER, he got a call from a supervisor, spoke for about 15 minutes and left without a word...... the issue was and is not resolved.... I downgraded my service hoping I could go for the 50 mbit/s and get close to the speed but the down speed has dropped to 20 - 25 mbit/s.... it's just gotten worse and comcast is happy just ignoring my problem. ... I am paying for a speed that I am getting less than half of the speed for at any time of the day, my service guarantee was apparently pushed to the wayside and my speeds are terrible. I encounter high latency spikes, bad packets and delayed packets that get resent
today I was getting 4 to 9 mbit/s down and about 4 up... that's garbage when I was getting 118 down across town, and now they refuse to correct it and let my problem decay.... stay away from them, they are a racket.

Review: We were charged for services that were not rendered and we are having trouble to get Comcast to readjust the billing. They claimed that service was completed, when in truth, it was not.

We moved to our new apartment on March 1, 2014, which is also the same day our internet service with Comcast should have started. We have decided with the self-service install and connect our modem ourselves. We connected our modem on March 1, 2014 and were not able to get our modem connected to the ISP. It was discovered that the cable was not connected in the main junction box, which was located on the wall of the apartment building.

A technician was scheduled to come on 03/07/2014 between 10- 12 noon. We were also told that we will not be billed for our internet service from 03/01 - 03/09.

On 03/07/14, initial appointment between 10-12 noon was pushed back to between 12 - 1pm. At 1 pm, the technician never showed and the appointment was then postponed until 03/09/2014.

On 03/09/2014, our initial appointment was between 10-12 noon. Again, technician was late and he did not arrive until after 12 noon. When he did show up, he had to be informed of the location of the junction box and he made the connection. Our internet is now connected. Before he left, we were informed that we will not be charged for the services rendered as it was outside of the apartment. We are also guaranteed 2 x $20 credit ( late and cancelled appointments) on our account for the Comcast Customer Guarantee.

Then on 03/19/2014, we suddenly found our internet was not working again. I talked to the technical support and they said that it was a faulty modem and need to have the modem replaced with a Comcast modem. I decided to call the modem manufacturer and was able to troubleshoot the cause to be bad connection to the modem. I called Comcast again and finally was able to schedule an appointment for 03/20/2014 between 10-12 noon.

On 03/20/2014 technician showed up and found out that our cable has been disconnected on the main junction box. Again, after making the connection, we had our internet. Again, we were told there will be no charge and it was not our responsibility.

On 03/24/2014, I found out that there's been 2 $99.99 charge for failed CHSI SIK fee and $25 relocation fee on our bill. We were also not credited for the late appointments and non-service from 03/01 to 03/09.

I've contacted Comcast multiple times to explain to them the situation, and every time they said we will be be credited. On 03/31/2014, I checked the bill, and again, the fees are still there. I called them again, and they said there is no way for them to cancel all the fees as the data entered by the technician showed that they had come to provide a service by fixing the modem. I explained to them that both times, the technicians did not do that. Other than making the connection at the main junction box, they did not fix our modem. The answer I received from them that the technician had entered the information that he did fix our modem and there is nothing they can do.

This is false and not true and Comcast had refused to remove the false charges and credit us for the non-service and delayed appointments.Desired Settlement: We just want our monthly bill to be readjusted to reflect the credit that was promised ($20 guarantee x 2 for 2 late appointments) and without the fraudulent service fees for CHSI SIK and relocation fees.

Business

Response:

April 22, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 02, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office on April 2, 2014 referencing a billing adjustment. On April 10, 2014, I spoke with [redacted], **. [redacted]’s wife and the main account holder for the above mentioned address. We discussed her concerns I advised her that on April 2, 2014, an adjustment had been applied to her account for late technician and self-installation kit fees. The adjustment appeared on the billing statement dated April 3, 2014. We apologized to **. [redacted] for the frustration and inconvenience she encountered when trying 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 ###-###-####, ext. [redacted]. Regards, [redacted]Comcast – West DivisionExecutive 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,

I decided to get Comcast installed, and it took them 4 times before they Finally got my Equipment installed. Because of this Comcast made Promises that they Apparently didn't Intend to keep. I was Guaranteed that my bill would be no more than a $100.00 plus taxes for a year ( Promotion ). Well my first bill was approx. $105.00, then I got the bill for this month and it had jumped up to $ 165.00. This kind of Highway ROBBERY must be Stopped. Not only that for the first month my Internet speed was Approx. .50. I just have No Understanding how a Business that Regularly rips people off is allowed to stay in Business. Thank you.

Review: My husband and I lived in [redacted] Tn from June 2011- June 2013. During that time we used Comcast for our television and internet service provider. I am not sure the exact month we signed up for service but I know that we discontinued service June 2013. We mailed back our equipment out of a [redacted] store in [redacted] June 2013 as we were in the midst of relocating to Hazard, Ky for me to continue rotations in medical school. A few months later, approximately Oct-Nov 2013 we received a letter to our permanent address in [redacted] stating that we had not mailed all of our equipment and we would be charged some $600 in fees. I promptly called Comcast. After 3 days of attempting to get a hold of them and having to take a day off of work as a medical school student I was finally able to speak with someone. I provided them with the receipt information/ proof of shipping from the [redacted] store we used. I was told the problem was solved and they would contact us with any further questions. I called back one week later to ensure resolution of this situation and was told our account had officially been closed. Yesterday (over a year since a ours service has been canceled) I received a letter from a debt collection agency stating we owe for the equipment. I attempted to contact Comcast twice yesterday and once today. Today I was told my account information could not be identified.Desired Settlement: I would like to know that this matter has resolved. I do not want a collection agency attempting to reach my husband nor myself for a matter I have already discussed with Comcast. I have returned this equipment. I WILL NOT pay for it. I was told over a year ago that this was resolved.

Business

Response:

Hello,Please provide the address in which you had service along with the phone number associated with the account and/or the account number. We need this information to help resolve your concerns.Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and further information has been requested. Here is the further information they are requesting:Address: [redacted], Tn [redacted]Phone number: uncertain either ###-###-#### or ###-###-####

I AM NOT ACCEPTING A RESOLUTION, NO RESOLUTION HAS BEEN MADE. Will you forward this information to the appropriate location with Comcast? Regards,

I attempted to have my Comcast service moved from one location to another as I was moving. I followed Comcast's protocol for transferring services by giving sufficient notice and providing all needed information. Needless to say, Comcast so screwed up the move I ended making 19 phone calls for 484 minutes over a two week period and the move was never completed. The customer service was the worst. Three times I was supposed to get call backs from Supervisors. No calls were ever received. I had four different installation dates and none ever happened. The worst part about this is that my wife is a home health care nurse who has to have a secure direct line Internet connection to do her job. Comcast's inability to complete the transfer of services and provide Internet service created a situation where the health of others were jeopardized by my wife's inability to communicate with her patients. To care for my wife's patients in case of an emergency, my wife had to have someone else cover for her as she had to miss several days of work due to Comcast.

Review: Early July of this year, we were contacted by phone by a Comcast representative identified as Christian, telling us we could save money by upgrading our services and adding phone service.We spent the better part of an hour on the phone with me asking questions, verifying his offers and clarifying that which I needed to understand better.On pricing, the following is a summary of what I not once, not twice but three times had Christian clarify.$8.00 a month fee for modems-- not $8.00 per modem$5.00 savings for ecobill$19.95 total cost of installationno contract; 3 year period promotion; may cancel at any timeI asked him what the total bill would be and this is what he told me; I repeated it back to him top to bottom, and wrote down every thing he said.1st year will be $139.95 total charge;2nd year will be $164.99 total charge;3rd year will be $189.95 total chargeNow we get out 1st bill and we are being billed for 2 modems, which today we find out after making a visit to the Comcast office - we did not need because they have a modem that has both internet and phone capability and should have been installed. Instead, the installed installs a 2nd modem for phone only which incurs not only a 2nd $8.00 fee, but as we learned, when the Comcast auditors figure out there is a 2nd modem, we will then incur a 2nd internet fee that I think she said was almost another $80.00.The rep today (Casey), admitted there were many mistakes made on this by Comcast that shouldnt have been. When asked of correcting this, she said they couldnt.We asked about going back to the pricing and level of service we had before.. She replied, I cannot give you that same promotion.Bottom line:Comcast made mistakes they admitted to.Refusing to correct those mistakes.Charging us more than what we were told.Cannot give us our previous level of service (promotion)So after all is said and done, it will cost us a lot to fix their mistakes and we will have less than what we started with.See attached....Desired Settlement: Correct their admitted mistakes at no cost to us and live up to their offered pricing to get us to accept their promotional proposal.

Business

Response:

September 15, 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 or Madam, This letter is in response to the complaint filed by [redacted], received in our office on August 27, 2014 regarding a billing issue. I spoke to [redacted] on September 10, 2014 to discuss his concerns. On July 22, 2014 [redacted] was updated to HD triple play with prefer cable, phone and 105 internet package. The package is on a promotion for a year starting from July 22, 2014 until July 22, 2015. On July 30, 2014 [redacted] called to inform us the package rate was not correct. On September 10, 2014 the package was corrected and the modem was changed to resolve billing issues. On September 10, 2014 a promotional rate was added to correct billing. The promotion will be from September 9, 2014 until September 30, 2015. On September 10, 2014 another credit was applied to resolve billing issues. Both credits will appear on his September 31, 2014 billing statement. I apologized for any inconvenience 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, Lionel Comcast 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,

Review: scheduled service call between 3 and 5 PM on 11/25/13. Comcast confirmed twice. At 4:45, rec'd call from Comcast stating serviceman running late and would arrive in 20 minutes. At 6:10, I contacted Comcast whose 800 number is answered by offshore agents who have no idea of local issues to find out if tech was still coming. They had no explanation of why the no-show and just rescheduled for another day. Could not, or would not, give me a local number to contact. I spent 3 hours of my life that I will not get back, missed dinner, and have my entertainment in disarray, waiting for the anticipated service call. Why did no one call to advise that tech was not comingDesired Settlement: Honor the next appointment time and do not charge for the service.

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]

[redacted]

Dear Sir or Madam,

This letter is in response to the complaint filed by [redacted], received in our office November 29, 2013 regarding a billing and service issue.

On November 29, 2013, I spoke with **. [redacted] in regard to his concerns. A credit has been applied to his account on November 29, 2013 for installation charges assessed and as compensation for missed appointment. The credits will appear on their next billing statement, which will be issued on December 30, 2013. I also confirmed on November 29, 2013 the successful completion of the service call on November 26, 2013. I apologize for any inconvenience experienced in attempting to have this matter resolved.

I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.

Regards,

Executive Customer Relations

Comcast Cable Communications, LLC

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,

Do not sign up for this service. Not worth the headache. I have been lied to, treated very badly and been given an endless run around trying to get them to fix an often erratic/nonexistent Internet service. Stood up by their technician multiple times, etc. Now I am trying to cancel and even that is a nightmare. They won't cancel my service and are trying to make me pay for service that I did not request. A terrible, terrible company and the worst customer service I have ever experienced.

Review: Comcast promotes themselves as business class. We have had [redacted] for many years prior but decided to switch for a "better deal." Now we have no phones.

The life line of our business is our phones. We have been out of phone service for two days, been on the phone 5 times with Comcast. They continue to go in circles and not fix our phone issue. Apparently in the switch from [redacted] Comcast has not done their part and pickup the phone lines the way they are supposed to. It has taken 5 different attempts and calls in order for Comcast to recognize there is a problem. I have begged them to send a tech, which they finally agreed to do. They cant tell me what time this tech will be sent.Desired Settlement: They need to have local tech support in the event this happens again. At the very least they must realize the business we have lost without our phones on.

Business

Response:

August 19, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: July 31, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office on July 31, 2014, 2014 regarding Comcast service. I spoke to [redacted] on August 6, 2014 to discuss his concerns. On June 4, 2014 [redacted] requested telephone services from Comcast, and to port his numbers from [redacted]. Due to agent the needed paper work was not submitted to start the porting process until July 25, 2014. The port was completed August 12, 2014. A credit was applied to the account on August 15, 2014 for the time without service from June 17, 2014 to August 12, 2014 and the activation charge; the credit will appear on the September 15, 2014 billing statement. I spoke to [redacted], with the [redacted] to confirm the port had been completed and to advise of the credit applied to the account. A representative from Comcast business services spoke to [redacted] on August 18, 2014 to confirm the resolution. An additional credit was applied to the account on August 18, 2014 and will appear on the September 15, 2014 billing statement. We apologized for any inconvenience or frustration they may have experienced while addressing her 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,

Review: I had an on going special with Comcast called Triple Play in which the terms and price changed year to year for 3 yerars. This year they decided to cancel the special without notice resulting in a $39.86 increase on the bill.

I never agreed to any of the changes in their Terms nor had the opportunity to agree to such terms, increases in costs in the 3 years they ran the alleged special and arbitrarily canceled the program without my consent nor ever notified me of such changes until after the billing cycle.

Business

Response:

July 7, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: 6/18/2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint by **. [redacted] received in our office on June 18, 2014 in regards to a billing concern. I was able to speak to **. [redacted] on June 23, 2014. I explained the reason his bill went up is because he was in year three of his promotional rate. I further explained how the promotion worked and that the monthly rate for the bundle package increased every twelve months. The customer’s current package and billing is accurate. On 6/23/14, I placed **. [redacted] back on a promotional rate for his bundle services and fully explained the monthly rate is for 12 months with a slight increase for the following 12 months and revert to retail rates for the 3rd year. I apologized for any inconvenience and frustration he 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 at ###-###-#### Monday – Friday 8:00 – 4:30 pm. Regards, [redacted]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,

Comcast is a communication company that fails to communicate within its own company. Every time we had an issue, we had to repeat the entire story start to end to every person we were transferred to. Every time we called back, we were told "well, the person who set this up did it wrong..." We had service turned off a week too early before our move. Tell me how that happened. After we moved, we did decide to increase the coverage of our Comcast Home Security system. We were quoted $900 and were charged $1500. We were told to bring all the equipment from the old house, to reduce the cost, however the tech on-site told us we couldn't use any of our old equipment and we needed to buy more from them on the spot. So we were Lied to there. We were charged for equipment we didn't even receive. We were also charged for the installation of the equipment that we didn't receive. When I called to rectify the situation of these charges (totaling $529.85, I had to go LINE BY LINE OF MY BILL to figure out that they had charged us for a 5th camera, extra installation of this camera, and other erroneous installation fees on top of the on-the-spot equipment that I was charged for) But I never saw any resolution of this, though I have a "Tracking Number" for this billing issue. Then to top it all off, the system failed multiple times. We had two power outages, and while the system is supposed to have a two day battery backup, the act of the power coming back on sent the system into "Shut Down" mode, so I had to unscrew the back and reset it. A lot of good that will do when we are away. Also, the cameras were Live Feed Only cameras. You can set them to record on certain times or actions, like when a door opens, but they only record 10-15 second clips. My sons window was broken. There is a reason we have a security system. The system was absolutely useless to us. $1500 and someone was able to come to our house middle of the night and break a window and succeed in freaking us all out, and the system did nothing. Thank god for the 30 day Money back trial right? WRONG. We had them come and uninstall it, we were within the 30 days. We were still charged OVER $900 in cancellation fees. They have not (as of yet) refunded a dime of the $1500 in the original installation fees. Not to mention the techs that come out have no regard for the holes they drill into your house (a necessity at times, I understand) but in one room they drilled three holes and did not patch up any of the mistakes until I called and PITCHED A FIT. They did not clean up the mess or care when they took back the security system if they got all the parts, for someone who was so intent on SELLING US ALL THE DAMN WINDOW AND DOOR SENSORS you dont care if you GET THEM ALL BACK??. NEVER EVER BUY A SECURITY SYSTEM FROM COMCAST. EVER. GOOD LUCK MOVING WITH THIS COMPANY, their Movers Edge Program does Nothing but put Movers on Edge. We now have two separate systems on our house, both were installed before Comcast could even get out and do the uninstall on their system. They seem to take us a LOT more serious when it comes to our familys safety than Comcast ever did.