Comcast Corporation

Review: Comcast included a note in this month's bill stating that we will now have to pay $5 extra per month to receive a paper bill. However, this month's bill actually increased $12.14. I have talked with the Comcast customer service three times trying to resolve this issue with no success. In addition, they were unable to explain why the increase was $12.14 rather than $5. We have no new services that would account for the difference. The additional taxes and surcharges on the $5 totaled only $1.14.

This policy disproportionately impacts senior citizens who are less likely to use a computer for paying bills.

Furthermore the cost of mailing a paper bill certainly is not $5.Desired Settlement: Removal of the $5 charge from our monthly bill.

Business

Response:

July 9, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 17, 2014 Re: [redacted]. [redacted]Dear Sir or Madam, This letter is in response to the complaint filed by [redacted]. [redacted], received in our office June 17, 2014 in regard to a billing complaint. On June 17, 2014 I spoke with [redacted]. [redacted], explained the bill and informed her that the credit is not justifiable and has therefore, been denied. The account history indicates that [redacted]. [redacted] has always had paper bill statements and on February 11, 2014 **. [redacted] upgraded her package from the Digital starter triple play at every day pricing, to the HD Preferred Xf triple play bundle at year one pricing. The Eco bill discount is automatically added with the year one pricing but if eco bill is not signed up for the discount is removed. Due to **. [redacted] not signing up for Eco Bill discount the discount code was removed on April 25, 2014 and also backdated generating a onetime additional charge which is reflected on [redacted]. [redacted]’s bill statement dated May 31, 2014. On June 17, 2014, a courtesy credit was applied by a Comcast representative for the Eco Bill charge, this credit is reflected on [redacted]. [redacted]’s bill statement dated June 30, 2014. An offer to enable to Eco Bill service was extended to [redacted]. [redacted], however she declined the offer. Without the subscription to Eco Bill, the discount cannot be applied to the account. I apologize for any inconvenience received while trying 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, [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, [redacted]

Review: In June I contacted Comcast because one of our digital boxes had gone bad. The service person said I would save money if I changed my package to a bundle costing 199. + tax per month. They were to send out new router and replace the bad box. No new services or additional TV outlets or anything. They proceded to send out a large box of cable boxes which were not needed nor requested. We took the extra boxes back and got a receipt. The first bill I got was charging for the extra boxes that we had turned in. I have called numerous

times and sent a letter with copies of all the documentation. I have still not been able to get this corrected. They continue to charge for

these boxes and services and including taxes and late fees which I continue to deduct but cannot get this resolved.Desired Settlement: Monthly bill for my bundle is supposed to be 199. + applicable taxes, this is what I am looking for along with adjustment for erroneous billing.

Business

Response:

October 1, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: September 16, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office on September 19, 2014 regarding Comcast billing. I spoke with Mrs. Bell on September 30, 2014 to discuss her concerns. On April 1, 2014 additional digital transport adaptors (DTA) were added to the account in error, with an effective date of April 4, 2014. The additional equipment and associated charges were removed on October 1, 2014 with an effective date of April 30, 2014, generating a credit prorate. The remaining credit was applied to the account on October 1, 2014. June 7, 2014 additional high definition converters were added to the account. On October 1, 2014 the equipment and associated charges were removed from the account with an effective date of June 7, 2014, generating a credit prorate. A monthly billing credit was applied to the account on October 1, 2014 and will expire on October 1, 2015. All credits, prorates and billing credits will appear on the November 1, 2014 billing statement. I apologized for any inconvenience or frustration 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, [redacted] H.Comcast 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 continuously been calling and the person ([redacted]) I have been dealing with has not called back. She fixed the accounting issues but in doing so cancelled out one of our boxes for service. Again I have repeatedly called and we called the local office of Comcast and they could not help us until Executive Care Dept of Comcast corrected the problem.

Regards,

I have never experienced such abhorrent customer service from a seemingly reputable company in my life.
On Thursday, May 14, 2015, I contacted Comcast to cancel my land line phone services and to obtain a basic cable package with HD for 2 boxes for my home. I was told to visit a local Comcast office to pick up the boxes. Upon retrieval of these boxes, I noticed they were not the HD boxes I had requested. I immediately called the Comcast customer service line and was told that they could ship boxes to me to arrive the next day. I was also asked if I had eaten dinner that night because, and I quote I "seemed a bit cranky."
On Friday, no boxes came and I contacted the customer service line again. I was again informed they would arrive the next day for Saturday delivery. Saturday comes - still no boxes. I finally return to the Comcast store to pick up the boxes myself and go to set them up using the self-start guide. No service. I contacted Customer Service again, who informed me that they couldn't help me because it must be something I was doing wrong, and that they could possibly get a technician out on Tuesday because they had already dispatched all technicians for the day (I was on the phone for an hour and half to get this answer - by the time I got this answer it was 3:05, and they informed me that after 3:00 no service requests for technicians were honored). I explained I needed a technician much sooner than that and asked to speak with a supervisor. The supervisor got on the phone, talked over me to the point that we were just speaking in parallel conversations, and told me he was "not going to do this with [me] today." He also informed me that if it was deemed my error, I would be charged for the visit, and to check with the technician at the time of the appointment.
I scheduled the appointment for Tuesday - the technician never showed. I called Customer Service, who offered me a $20 credit on my bill and informed me that dispatch would contact me. I was contacted by an incredibly rude dispatch officer out of the Pemberton, NJ location who informed me the technician was running behind (my appointment was scheduled between 5-7 p.m. and I was calling at 7:30 p.m.) and he would arrive at 10:30 p.m. I asked if he was running 5 hours behind and she tersely responded, yes. I indicated that I would like for him to keep the appointment and she said, "Fine, he will see you at 10:30 at night then." Obviously 10:30 came and went and the technician didn't show. I called Customer Service again, an additional $20 credit was given to my account, and an appointment was made for Friday (the earliest they could do) between 5-7 p.m. again.
Friday rolls around and, like a bad joke, no technician shows up. I called Customer Service, understandably livid, and was informed the technician made a notation in the system that he attempted to call me once, received my voicemail, and cited this as the reason he could not show. I received no missed calls OR voicemails that day - and noted this was clearly made up, but also that ONE attempt to contact a customer is no excuse for not showing up for the third time. My appointment was rescheduled for Saturday from 7-9 a.m. and I was informed I would be the first appointment of the day. I was not offered a $20 credit on this occasion but asked to speak to a supervisor and was told this credit would be applied to my account.
Saturday morning - over a week has gone by since I subscribed to the service and no cable - at 7:30 a.m. I called Customer Service to ensure the technician was on his way and was told I was the next stop. I received a call from a number I did not recognize that rang once and hung up. I called this number immediately - suspecting it was the technician and not wanting to give him an excuse not to show up - and was informed he was running behind and would arrive at 9:15. I told him he was running over 2 hours behind already as I was told I would be the first appointment. I had to cancel a personal doctor's appointment, foolishly assuming Comcast would keep their word. At 9:30, still no technician and I contacted Customer Service again. The woman explained to me her system was down, she could not and would not transfer me to a supervisor, and that I sure was "making a lot of demands" (I informed her I wanted premium channels for free and an additional credit to my account). She explained a supervisor would call me back. Shockingly - I am still waiting for that call back.
Finally the technician arrived at 10 a.m. with no apology. I directed him to the TV and he was able to put on the service. When I directed him to the second box that was a dead box (he got a new one out of his truck), he asked me if I gave an attitude to the employees in the store because they like to mess with people and give them dead boxes if they think they are being rude. I assured him I was not, but what a great tidbit of information from a company representative. In addition, I asked him to confirm I would not be charged for this visit as it was not my error (as directed by a previous supervisor I spoke with) and he noted he has nothing to do with that.
Ultimately, my cable is now on, but my phone line has not been cancelled. I am awaiting my first bill because I can almost guarantee it will not be correct. I kept waiting for C[redacted] C[redacted]a or B[redacted] P[redacted]t to jump out because it all seemed like a prank. I am absolutely appalled at the service Comcast provides, and cannot wait until F[redacted] comes into my area so I can get rid of them as quickly as possible.

Comcast LOVES to change rates without any authorization from the client. This has happened to us about 5-6 times now. We sign up for a promotion, everything is well for a couple billing cycles and then our rate jumps 20-40 dollars a month. We call ad we are informed that there is nothing that they can do because at the very bottom, in almost unreadable text on out last bill it said we had to sign up for paperless, or some guideline of that sort ,to keep the offer. Which non of there terms were presented at the begging of the promotion. Customer service if horrid, and thats being nice. Speeds that they say you will get, you don't. You share a common line with multiple people draining your speed tremendously. Not to mention the fact the Comcast loves to call every other day with new promotions, but they're only available to new customers. They don't bother to check if you're their customer or not! Its wonderful! DO not go with Comcast, we can not STAND them, we are switching to A[redacted] for a MUCH better price and way better customer service.

I seen an ad on t.v stating new customers could get a triple play for 89.99 thats cable t.v internet and phone and free dvr service for a year so beings I been a customer for almost 20yrs I thought maybe I could get better deal so I called ask about the triple play I only have the double play right now I called ask what it would cost me to get triple play im looking to save money so monday june 8th I called twice told both people I talk to I wanted to check on triple play to see if I could save money told them I wanted to keep same services I had minus the movie channels I got two different amounts one being 124.00 a month another 158.00 not including taxes so tuesday june 9th I called 4 times explaining the same as I did to the ones on tuesday I got 4 different prices 139.00 ,137.91 and 175.99 and 148.00 I ask why im getting differnt prices they said it depends on who you talk to we can set prices how we want I think thats not fair to people my question is how can a same business have different prices.

From the beginning, everything Comcast said was a lie. I was promised a $250 visa gift card. I never received that. I was given several excuses as to why I never received that gift card. Needless to say, I was not able to get the card. Additionally, each week, I have issues. My internet, phone, and cable went out on a Saturday. I was told I would have to wait to have a technician come to my home Thursday. At that point, I would be with out service almost a week. I had a technician in my home the previous week to fix an issue with my cable. He fixed the issue, but as soon as he left, the problem occurred again. Each time a technician comes, I am charged, even though I'm promised the visit will be free of charge. The customer service is very poor, unprofessional, and incompetent. They rarely have solutions to the problems and the technical support is unable to solve technical issues. I'm completely displeased with my services and the level of service I've received with them.

Comcast has billed us incorrectly for the past months, charged us late fees, and interrupted our serviceWhen we call to try to correct Comcast's errors, the billing people are extremely difficult, to the point of even calling us liarsWe literally have to walk them through the bills, line by line, to show what they are telling us over the phone doesn't match the statements that they send usThere is something wrong with their auto-bill pay function, and our payments get declinedWe've repeatedly called up, given them the same info to pay the bill over the phone, and asked to be removed from auto-bill pay to avoid future problemsThey neglect to take us off auto-bill pay, and the cycle repeats month after monthEach time it takes us an hour to get the problem semi-resolved, only to repeat in the following monthThis is posted on the Comcast website:
Hello, I'm Tom K[redacted] Senior Vice President of Customer Experience at ComcastAs a Comcast customer, you are priority number oneWe have a dedicated team of employees across the country working hard every day to make sure we deliver the superior experience you deserveWe are here for youIf you have a question or a concern about your service, we have numerous ways you can reach usPlease choose one that’s convenient for you and connect with our teamI find this to be a completely untrueI've been on the phone for minutes just to try to file a formal complaint without successTom, are you actually listening to your customers or blowing smoke? You provide no path to voice a complaint, and your billing people/system is incompetent and disrespectful

Recently I have had a horrible experience with Comcast. They charged me $ 993.00 for a mistake they made on their end, not mine. Because of this, I bounced 4 checks with bank charges of $140.00. Upon calling them, they explained to me that it would take over a week to get my money sent back to me!!! I was floored. This is crazy! They took $1000.00 from me and expect me to wait a week for a refund. Im not happy at all. I have had several issues with them over the years and now I think its time I switch it up.

The billing is to high and I have outages every week with Comcast it's rediculous.

I called to place an order with Comcast regarding 3 outlets I wanted installed in my home. I spoke to Clay on 7/27/15, regarding this matter, I explained to Clay I would like 3 new outlets installed, he quoted me $64.99, however I would see a -$45.00 dollar credit, and my bill will be $19.99, My appointment was for Aug 18, 2015, that's the only appointment he had available, however if something came up before the 18th he would call me back to let me know. I went online later that week and found a appointment for Aug 3, 2015, between 3-5, so I booked this new date online. long story short, the tech didn't show, reschedule, 2nd tech didn't have equipment, now we have the same appointment we had before 8/18, all headquarter stated they would make this right, they all lied and didn't call us back. I WANT TO CANCEL THIS BAD SERVICE THAT WE ARE PAYING EACH MONTH.

I have moved to Chicago and tried to set up internet access. All calls to customer service or Comcast have resulted in spending hours on phone and they routinely hang up without being to help. On August 15 I spent hours repeating the same information to reps who keep putting customers on hold or hanging up.

For the first year I thought Comcast was great. I had TV plus internet for the same price as just slower internet with Brighthouse. The internet has actually been very reliable. After a year, the honeymoon was over as my promo offer expired. My bill nearly doubled. Apparently I had a DVR that I never used because the installer never mentioned it or showed me how to use it. I didn't ask for it. Didn't know I had it. So now I have to pay to ship it back, as they ship me a new box, which I have to pay to ship too. The closest store is over 20 miles away.
I don't really even want TV but they now have given me a new promo offer so it's cheaper than internet alone. I need internet for my home office. The worst part was the woman on the phone argued with me instead of just saying she was sorry that I didn't get to use the DVR. Right now the DVR box isn't working anyway but they charge $38 to have someone come out to fix it. I had no choice but to sign up for another 2 years, to keep my internet at the lowest cost. Of course if I cancel there'll be a charge for that too. When the call was over, she hung up on me without so much as a thank you or good day. She should learn from Verizon how to handle customers. At least they say they're sorry. I consider myself lucky though, after reading other reviews. It's unfortunate that the cable companies don't have to compete with each other. I guess they don't care if we switch to satellite. If only there was a faster option for my internet....

I was charged $70 for a service call by Comcast that never should have been billed. I started calling their billing department in late June 2015, and over a two-day period I was cut off by the first three people with whom I spoke after 20-30 minutes each time of going through menus and holding for the next available person to answer the phone.
When I finally got all the way through the fourth conversation explaining my problem ( the charge was corrected), I was asked if there was anything else with which I needed help so I mentioned that I was very unhappy with the latest X1 DVR because it fast forward for long periods of time and won't stop, frequently won't change channels and has to be reset every couple days when it locks up altogether. I also told her I constantly exceeded my wifi data and was charged an overage, and was unhappy that my bill managed to creep up every couple months.
The billing specialist said there was a brand new "preferred premium" service for which I miraculously qualified, which would double my data to 600GB, give me extra channels, and faster internet speeds. I was particularly interested in Military History, ESPN Classic, and the Tennis Channel, all of which she assure me would be included in the new package.
I opted for that package and was told it would take three hours for everything to take affect. I called back after two days when I had none of the promised channels, my billing still indicated I was about to exceed my data usage, and that my account balance was $500+ when it should have been around $150.
After I was cut off 20-30 minutes into the process the first two times, the third person who picked up assured me the billing and data usage meter on my Comcast account page would catch up with the "next cycle." This scenario repeated itself almost identically two weeks later when I still didn't have the new channels. When I finally spoke with the third person who didn't cut me off before I finished explaining my situation, she looked "in the system" and said the only new channel I get is Al Jazeera Network (!!!!!!!!!??????).
Mind you every time I call and every time I'm transferred, I have to very my phone number, address and last four, so I've done that 40-50 times at this point.
When I followed up again yesterday (August 17, 2015) about the wifi data still not being increased on my account page and still receiving notifications I'm exceeding my limit, I was told by the first "data expert," who predictably hung up on me after 35 minutes, that the "policy" in my area was only 300GB so I should never have been told it would be increased to 600 because that was "impossible." He then assigned me a transfer number and cut me off before I was transferred to his supervisor.
I immediately called back and got another guy after 20 minutes of menus and verifications, only to get all the way through explaining how I'd just been cut off AGAIN, and going through the whole story providing him with the transfer number and then realized I was talking to a dead phone line.
I started over again today at 13:14 hours and got cut off after 19 minutes the first time, 23 minutes the second time, and had been on with four different departments over an hour and ten minute on the third call when I was referred back to billing to see how they could address all the time they had made me waste by giving me wrong information. She told me she "hoped I wasn't told" the preferred premium package would double my data because that wasn't possible in my area.
She essentially called me a liar and then asked if I was listed as an authorized user on the account. I'd never heard of an authorized user in the previous five+ hours I'd spent on the phone with Comcast over the issue, but it suddenly became a huge deal and she refused to speak to me any more about it until my wife, who was at work and can't take personal calls, notified Comcast that I was authorized to discuss the account.
I attempted to reach my wife on my cell in hopes of having her speak with them from one phone to the other and was put on hold while they went and bothered her to come to the phone. I was then cut off by Comcast. She called back (a first, even though I had asked to be called back on every previous call in the anticipation of being cut off) and asked if there was a reason I had terminated the call. I said I had not terminated it and was very glad she had called back. I was then cut off again, at which point my annoyed wife came on the other line. We waited a few minutes but no more call backs so Comcast wasted yet another hour and 50+ minutes of my life and went on about their seedy business unscathed.
Unbelievably, Comcast does not record who clients have spoken with in their "notes," to which they constantly refer but which never explain anything to the next person you reach, so when you ask for their name and get Aracely, Bill and Diane (three actual names I was given), there is nothing in the system indicating who they really were and the next person you get has no idea who they were either.

Comcast customer service is a real problem. The wait time for a live person to pick up was approx15 minutes. The duration of the call was over an hour, and the issue was never resolved. There was no communication between them and the local technicians in my situation as I was calling to inquire why Comcast hadn't completed a job at my residence that was supposed to be done over a week prior. That original technician assured me they would come back in 10-12 daysto complete it. It's been 3 weeks so far. Customer Service had no record of anything. They were unable to connect me with someone local that I could get answers from either. All they could do was send another technician to assess the situation the following day. The technician called his supervisor who said he'd email their contractor ( who apparently is supposed to be finishing the job) & that was it. Job still incomplete. No time frame given. Unfortunately in this area, Comcast is our only cable provider. I am sure without a doubt that if Verizon FIOS or another cable provider came to this area and provided some competition, Comcast would have apologized for dropping the ball here & the technician who came out today to "assess" the situation would have taken a couple extra minutes of his time to actually call their contractor & schedule an exact time/date (preferably today) to complete the job. But they did not. This is a textbook example of unprofessionalism!

Fees were added without concent and the company refused to pay back when discovered by customer. Their excuse was that I received a bill and should have caught their mistake. The employee who added the charge to my bill received a comission for doing so.

Comcast has horrible customer service (if that is what you can call it) and every other weekend the cable and wifi cuts in and out and we pay $300 a month for basic cable and wifi.

Its easy to see why Comcast gets the worst customer service scores of any provider. I have tried for 3 weeks now to UPGRADE my service. I am simply trying to get Starter Doubleplay. The first online try I selected the service, went through the process and waited a week. After contacting Comcast they said the order never went into the system. However, the online ordering does not show the option any more so its obvious that something broke in the ordering process.
Second / Third times I tried to contact comcast and get the same price/conditions I ordered online. Both told me two separate stories and different price points and terms. Consistency leaves something to be desired. Nice bait and switch tactic .
Fourth time I got someone that kept telling me I was not a customer and they could not help me with new services.
I would say this is the most frustrating experience I have had, but unfortunately it is on par with all calls to Comcast.

I am writing this cause for a few months have tried to work out the billing problem and they worked some with me but I think that someone needs to investigate their billing practice. The latest problem is that they were to send out equipment and never received it cause it went to wrong address. Not only once but two times now. They now sent another one out overnight. Well guess that will get to the wrong place also due to the fact they NEVER changed the zip code, after many times telling them that they had the wrong zip. Was told that they changed it also each time I talk to them. Hmm. Guess it didn't get changed the first time I told them.
They need to be investigated big time. Costumers shouldn't have to deal with such. I called them back in Nov. for equipment to hook up phone, needed it cause husband had a heart monitor that needed to record and send to a company. Well to late now cause the monitor has to go back today. This is serious.

Customer service is lacking immensely. Comcast makes you think your issue is resolved and when you call back, they tell you the higher ups denied what you were promised. They raise promise with out notification. In the last 2 years my bill has increased over $65 with out any notification. They offer credits you never receive unless you keep calling.

I HAVE BEEN WITH COMCAST FOR THREE YEARS AND HAVE TOLERATED THE CONSTANT INCREASES EVERY YEAR BUT WHEN THEY BUGGED ME FOR A BOUT 6 MO TH PLEASE CALL TO HAVE THERE NEW MODEM DELIVERED WHICH THEY SAID WOULD IMPROVE MY SERVICE WHICH BY THE WAY I HAD NEVER HAD A PROBLEM WITH..THEY WANTED TO CHARGE ME 10 DOLLARS FOR DELIVERY AND I DID NOT LIKE IT ONE BIT AS THEY HAD MADE HUNDREDS OFF ME ON THE RENTAL OF THE EXISTING MODEM .WHEN THE MODEM ARRIVED AND I INSTALLED IT THE INTERNET WOULD NOT WORK FOR MORE THEN 5 MINUTES AT A TIME THEN IT WOULD DISCONNECT..COMCAST GAVE ME THE RUN AROUND FOR DAYS BEFOR THEY WOULD SEND A MAN OUT AND WHEN THEY WERE SCHEDULING THE TEC OVER THE PHONE TO MY SURPRISE THEY SAID I WOULD HAVE TO PAY 50 DOLLARS EXTRA TO HAVE THE TEC OUT.WAIT THIS IS YOUR PROBLEM NOT MINE.AFTER TALKING TO THE REP THEY ASSURED ME THAT I WOULD NOT BE CHARGED.WELL THE TEC CAME AND THE MODEM WAS DEFECTIVE AND HE REPLACED IT.WHEN THE BILL CAME THEY HAD CHARGED ME 50 DOLLARS .I CALLED AND THIS THE REP AND HIS MANAGER TOLD ME THERE WAS NOTHING THEY COULD DO AND THEY WILL NOW LOSE A CUSTOMER GREED. THIS IS A PERFECT EXSAMPLE WHY WE NEED AS MANY CHOICES FOR ALL SERVICES IN ALL ARIAS AS POSSIBLE .IF NOT THIS IS YOUR RESULT.THEY HAVE AN EXCLUSIVE IN THIS ARIA FOR CABLE SO I WILL GO TO DISH.