Comcast Corporation

Review: I sent my payment in online like I have to them since 2011 none of my information has changed. The bank account information is the same as it has always been and I have had this account for over 15 years. They sent me a later stating it had been denied someone on there end had entered the incorrect account information. I brought this to their attention but of course they didn't care. The payment is due on Jun 17 the payment was sent on June 3rd.Submitted on Jun 03, 2014 $76.95 Comcast account number [redacted] Payment Confirmation Number [redacted]. Routing number [redacted] Account holder's name [redacted] Account number XXXXXXX[redacted]This is from the online receipt.Since then they have over charged me $25.00 for a return payment that wasn't my fault but theirs and a late payment fee of $9.50. Their customer Service and billing department are totally non responsive. You would think that a customer who has paid on time every month for over three years would be valued by a company apparently not.

Product_Or_Service: Wireless Service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded the $34.50 extra that I have had to pay since I am clearly not the one at fault here. I pay my bills but I shouldn't have to pay for the incompetence of their employees that is Comcast's responsibility. Maybe they should have a system in place that verifies the data they enter is correct before cheating their customers.

Business

Response:

July 16, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: July 1, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office July 4, 2014 regarding a billing issue. Attempts were made to contact **. [redacted] regarding her billing concerns; regrettably, my attempts were unsuccessful. However our records indicate that a payment that posted to **. [redacted]’s account on June 3, 2014 was returned on June6, 2014. An additional payment was made on June 24, 2014. Our records also indicate that a credit was applied to **. [redacted]’s account on June 27, 2014 for the return check fee and late fee. The credits will appear on their billing statement dated July 23, 2014. In order to address this issue further, we would need to hear back from **. [redacted] directly. 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:

[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.]

Thank you for your assistance however I did respond to [redacted]'s email as she requested I did not however receive an email response back to the response I sent her. She did leave a voice message however since a had sent an email response I did not see any reason to be redundant and return the call. A refund of the overcharge is all that I wanted I have no need of anything else but a correction to the error made. In the future to avoid this issue I am no longer utilizing the online bill payment option I will mail a check to them everyone month. I am hopeful that this will inhibit the wrong account information being entered into their system. I apologize to all parties but I have no desire to talk to their unprofessional customer service staff. Doing so is an effort in futility. They have no real authority to help customers and they are trained to provide exactly what they are told to. What a thankless job that would be. Again thank you and as always the Revdex.com has been most supportive and most helpful your organization provides quality and professionalism at all times. Thank you to [redacted] and the other responsible parties at Comcast for their quick response in correcting this issue it is greatly appreciated. I understand Comcast has too many unsatisfied customers but since 2011 this is the only occasion I have had that has made me displeased. The internet service they provide is not what they claim it to be. I never receive the speeds I was promised and it kicks me off all too frequently, but I accept these annoyances as the nature of the beast. They are by far better than another company I will not mention.

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've been charged for early disconnection and late payment fees, in which neither has occurred. My bill is always paid on time, and I didn't discontinue my Home Security Service, which Comcast claims on my latest bill dated 11/1/14.Desired Settlement: An Accurate service bill with correct adjustments

Business

Response:

November 19, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: November 6, 2014 Re: [redacted]. [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office November 7, 2014 regarding a dispute concerning an early termination fee. On November 8, 2014 [redacted] was contacted and an explanation concerning their responsibility for any fees, should they decide to terminate services early, has been provided. Investigation of [redacted] account confirmed the early termination fee was added in error when changing her contract period from 3 years to 2 years. An adjustment was applied to her account on November 6, 2014 to reverse the early termination fees. That adjustment will appear on her next billing statement which will be issued on December 1, 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, Rani M[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,

Review: Hi. I've been a comcast customer for years. Recently on 9/8 I made a payment for what showed up as the august amount of 89.25. I received a bill saying a past due balance of $385 is due immediately. I've spoken with 3 different representatives through comcast internet chat & they all gave me different answers about that amount. The 1st representative said it was.a fee we had to pay since we downgraded service. The 2nd representative said it was a bill that wasn't paid in full in July that rolled over the 3rd representative sd he wasn't sure & said he put in a request for an exemption for that amount which no one in customer solutions could find. As I look at my bank statement the only month missing a payment is august of this year but that was.the purpose of the payment on 9/8. Either way I've never had a bill of $300 anything since I've been with them & I would like an explanation. Because when I paid that 89.25 on 9/8 that showed the bill was paid in full. None of it is adding up.Desired Settlement: I just cancelled due to that amount but if they can adjust the bill I don't mind going back. Also I really would like an explanation and the last payment made on the account refunded.

Business

Response:

November 13, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: October 30, 2014 Re: [redacted] Dear Sir or Madam, This letter is written in response to the complaint filed by [redacted], received by our office on October 30, 2014 regarding a billing issue. Upon receipt of this complaint, I attempted to contact [redacted] using all resources provided by the customer. Unfortunately, my attempts were unsuccessful. Upon reviewing [redacted] account I am showing the payment on September 8, 2014 was received and posted to her account. The payment appeared on her billing statement dated September 21, 2014. Prior to receiving the payment on September 8, 2014 [redacted] account was past due. [redacted]’s account also reflects the payment on September 8, 2014 was not a full payment to bring the account current. The final balance is accurate and a refund is not due. In order to address this issue further, we would need to hear back from [redacted] directly. I apologize for any inconveniences [redacted] may have experienced. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, Tonica F.Executive Customer Relations 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: I have called & emailed the business back and they didn't answer my email nor my phone call. I know I was paying a past due bill but that past due bill was not $300+ & we've never had a 300+ bill since we've been members of comcast. I have bank statements to show I've been paying. The payments weren't always on time & none of those payments ever equaled 300+. I really would love & explanation more than a refund. Like I sd for the previous month it showed $179 then even we downgraded services it went down to $89.25.

Regards,

Business

Response:

November 21, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: October 30, 2014 Re: [redacted] Dear Sir or Madam, This letter is written in response to the complaint filed by [redacted], received by our office on October 30, 2014 regarding a billing issue. Upon receipt of this complaint, I contacted [redacted] on November 20, 2014 regarding her billing concerns. [redacted] stated she made a payment to her account on September 8, 2014. Upon reviewing [redacted] account I am showing the payment on September 8, 2014 was received and posted to her account. Prior to receiving the payment on September 8, 2014 [redacted] account was past due. [redacted]’s account also reflects the payment on September 8, 2014 was not a full payment to bring the account current. I explained my findings to [redacted] and she now has a better understanding of her bill and account charges. 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, Tonica F.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,

Review: In approximately April 2014, I purchased Xfinity internet services for my home after seeing Comcast advertising a special that would result in me receiving a prepaid gift card by purchasing that service at that time. The sales representative at the time assured me that I was eligible for the prepaid gift card and that I would be receiving it. Approximately a week later, I called Comcast to ask when I would be receiving the gift card, and I was informed that I would need to be with Comcast for six months before I could receive it.

Last Saturday, November 8, I called Comcast inquiring about my gift card as more than six months had passed, but I hadn't received it. When I called the Comcast on this day, the customer service specialist initially told me that she could not see where I was eligible for it. After talking with her for several minutes about my previous conversations and asking to speak to her supervisor, she finally told me that she did see a notation from the initial sales representative in the system that confirmed that I was eligible for the gift card. However, she told me that she couldn't do anything about it at the time, and that she would need to run it by her supervisor before anything could be done. I waited on the phone for approximately 45 minutes for her to get in touch with her supervisor whom she said was on another call that was taking much longer than she expected. After this 45 minutes of waiting, she put me on hold to follow-up with her supervisor, but when she put me on hold, it somehow disconnected me without reaching a resolution.

I immediately called back and was connected to another customer service representative. When I explained the situation to her, she said that she did not see anything in the system showing that I was eligible for the gift card. She said that she could not find the notation that the previous customer service representative saw, and that all she could do was put in a request to have someone look further into in and to call me by Thursday, November 13. I asked to speak to her supervisor as I wanted to get it resolved that day as I didn't want to end up in a continuous loop of calling back to Comcast and explaining the issue with them telling me that they would call me back, but never follow through on it. The customer service representative assured me that someone would call me back by Thursday. I again requested to speak to her supervisor, but she said that that wouldn't be anything that he could do. I gave her two phone numbers that I could be reached and asked if she could make sure that someone would call me by Thursday, and she said she would.

As of today, Saturday, November 15, no one from Comcast has spoken to me about when I would be receiving my prepaid gift card as was promised when I bought the Xfinity internet serviceDesired Settlement: My desired outcome would be for Comcast to send me the prepaid gift card in the amount that was advertised and that the sales representative confirmed when I purchased the service earlier this year.

Business

Response:

December 6, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: November 16, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office on November 16, 2014 regarding Comcast service. I spoke with [redacted] on November 19, 2014 to discuss his concerns. I apologized for any frustration or inconvenience he may have experienced in resolving this matter. On April 18, 2014 [redacted] had our Xfinity Performance internet only installed at a promotional rate from April 18, 2014 to October 18, 2014. No record of a prepaid card offer was found in the account history and this promotion did not include a rebate. As the first payment was late, any rebate offer would have been voided. As a courtesy, a monthly billing credit and an internet speed increase at no cost were applied to [redacted]’ account on November 19, 2014 for the duration of 12 months which will expire November 19, 2015. The monthly billing credit will appear on the December 7, 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, Laura H.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. Please note that as explained to me on the phone from the representative that contacted me, the only reason the first payment was late was because I signed up for automatic payment as suggested by the sales representative that sold me the package. As explained to me during my conversation with Laura, there is a delay in the auto-payments and the first payments are falsely deemed late. Additionally, none of this was told me as I bought the package. Finally, I'm still confused why some people within Comcast were able to see my eligibility for the prepaid card, while others aren't. It seems like everyone should be able to see all notes associated with my account.

Ever since I availed comcast xfinity internet 8 months back, I have been using my own personal modem. But still I get charged for modem rental EVERY MONTH even after repeated complaints (every month I have to call 2-3 times over the bill dispute). I have faxed my modem purchase receipt and Comcast service order form which clearly shows that I did not avail their modem - after all these I keep hearing the same thing over and over from the customer reps. Every time they admit the mistake and revert back the charges only to show up again next month.
Tired of being a comcast customer - Time to switch!! Please stay away even if you have to pay some premium with other providers.

I have been trying to get Comcast to come professionally install cable and internet for three days to no avail. The first technician didn't have all the equipment, the second didn't attempt to install the wires from the transformer in the back of my house and I am currently waiting for the third technician to come to my house to see if I can get service. I had to call out from work to deal with the unprofessional behavior and submitted complaints through the company which still did not give the service I am paying for. This is the worst experience I've been in with a cable company.

I have been trying to set up Cable service in my home since 06/19/15, It is now 8/4/15 and still no service. I needed coaxial cables run in the street I was informed that a construction crew needed to come out and run wires under cement from the Main CA - TV box in my neighbors drive way. The scheduled me for the wrong appointment and the tech that showed up was a mean ignorant man who used profanity. I am disgusted, I have two autistic children who needed internet access to assist there occupational and speech therapy and Comcast has failed miserably. There is no contact number to call anyone who you can speak to who is higher in the business.

I have been attempting to get my internet service working correctly since June 25th 2015 with no results whatsoever. I have contacted customer support and technical support repeatedly with assurances that it would be corrected or someone would call me back and have gotten nowhere. I have been blind transferred or outright hung up on several times when the agent hits a dead end in trying to resolve the issue. I have had 6-7 techs in my home and have also had 5-6 new gateway devices installed as well as having a random contractor show up to run new line from the tap to home even though I specifically told the contractor that the techs found no issues with the line coming into my home. My issue has been "escalated" more than once with zero results. I used to have a high regard for this company when I was in my previous residence as I had no service issues whatsoever, but that has obviously changed now. They even managed to mess up my billing so severely that they ended up crediting over $135 back from false charges. To this date my issue is still not resolved and I see no reason to believe it will be in the near future. I work from home due to medical issues and am entirely dependant upon my internet connection to make a living and their poor service and lack of urgency in resolving anything has made moving to our new home the most stressful experience possible.

The worst customer service I've ever experienced! Nothing but lies and baiting and switching...I haven't been a customer for 72 hours yet!

This is the worst company. I have been without service for 1 week and each time I have gotten a different story with broken promises. They state someone was coming and then they don't show up I have an ill parent at home and for her to be in the house with no access to phone service is absurd. I have taken off time from work and still no one has come and when I call them they tell me no appointments were ever schedueld for me. I have gone to Executive Customer Relations and I still have no service I am waiting still and the representative tells me that the someone should be calling me by 8:00 pm. So again this is another day without service. I am extremely frustrated I have been hung up on, lied to,given the run around from all sides. When I asked to disconnect my service I was told there was another number that I have to call. I am so furious right now. I am usually a pretty easy going person but this has really got my blood boiling. It is not so much the internet and TV services it is just the lack of phone service. I will not recommend this company to anyone. I have no choice but to use them because VIos is not in my area. But as soon as it comes I am getting rid of Comcast. I am sick of the nonsense. Miss a payment if you dare and they will cut your service off in no time flat. Ugh !!! I am so ticked off right now. I hope someone out there sees this comment and stays away from this company !!!!!!

My family had Comcast Xfinity Cable and Internet service because it was the only provider in the area where we lived. The first time we moved, we continued to use Comcast and upgraded our plan. Apparently, when you upgrade with Comcast, you must begin an entirely new plan and sign off on another 2 year agreement. We lived in that second location for 4 months until the Landlord gave us notice that he was selling the property. We found a new place to live in the same town, but when we called Comcast's "Mover's Edge" program to move us again, they told us that they were unable to service our new house because we were in Brighthouse network territory. We did not want to cancel our service with Comcast, but it seemed we had no choice. Comcast then had the audacity to charge us a CANCELLATION FEE of $600 when we moved. It's not our fault that they won't service our new home, but they want to charge us a fee for discontinuing our service with them. Not to mention that out of all the representatives I spoke with over the phone, only ONE of them was kind and understanding. Her name was Tiffany. Everyone else was not the least bit understanding and seemed unable to do their jobs. Comcast has truly lived up to it's title of the WORST CUSTOMER SERVICE!!!!!!!!!!! If there's any way for you to use another cable and internet provider, I recommend using any other company.

I have been a Comcast customer for about 2 years now. When I sign onto my Comcast account it says "Great New Deals for Amanda" when I call up Comcast to get this "deal" they tell me that I cannot get the deal. I had explained to them that they cannot offer me something online and then not honor it, I got the run around bouncing back and forth to 6 different representatives in 6 different departments, with 6 different answers and hung up on twice.

I returned all of my equipment via ups. I called several times to confirm my account was cancelled and my equipment was returned. They confirmed my account was cancelled and they received all my equipment. I even had a 51$ credit because I cancelled mid month. I called the day before I left the country on a long term international trip, and everything was confirmed fine and I should receive my check for the credit in the mail. A month later my parents received my credit in bill form, saying negative 51 was owed. Another month later my parents receive a bill in the mail in my name for $90 for "unreturned equipment", which is a scam as I already returned everything and had confirmation it was all received and received the negative bill in the mail! So they took my credit away and are now saying I owe them 35... And now ERS sent a card in the mail saying three pieces of equipment were not returned... ? This is the worst business of all time and should be immediately investigated by the BBC or another third party..... Funny part is I just told this to a friend and she said the same thing happened to her two years ago and she fought back. It's exhausting but seriously Comcast is the worst company of all time. No one wants to steal your equipment. It's worthless and no one cares that much about it unless it's working to give you WiFi. It's all yours Comcast, stop trying to scam people! If you were an honest company you could be great! Turn your act around!

This is the worst isp in America. The customer service is horrible. The connection is almost always down. Also this company is horribly greedy and tries to squeeze every cent out of thier customers. If you can get a different isp I strongly recommend it.

Review: In Sept. 2013 I downgraded my cable to basic. Since that time I have had a constant freezing of shows, sound repeating (stuck) or no sound, black out screen, scrambled screen. I have had over 7 service calls to my home and it is still not fixed. I have been shuffled around to over 4 different Executive Customer Service People in [redacted]'s office. Even more in the local cable customer service. The Executive Customer Service have either ignored my calls/emails, Passed me off to someone else and the last girl closed my complaint without it being fixed and she will not get back to me. I started from the beginning again and put in a service call and they did not call or show up for my appointment. Comcast's promise is a 2 hour appointment window and now they are making my appointments 4 hour windows, for which they did not call or show up for. I am disabled and this 3 month ordeal is affecting my well being. I don't know who to call or talk to and every time with Comcast, things just get worse. Now I get a letter that they are taking off channels I have on Dec. 10th and no one knows what my channels should be or what they are removing.Desired Settlement: I just want the service I pay for to work properly and when I have a question about my service, someone can answer it or put me in touch with someone who can. Comcast should be ashamed of the way I and others have been treated.

Business

Response:

December 19, 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: December 10, 2013

Re: [redacted]

[redacted].

[redacted]

[redacted]

Dear Sir or Madam,

This letter is in response to the complaint filed by **. [redacted], received in our office December 10, 2013 regarding technical difficulties with their service.

I spoke with **. [redacted] on December 13, 2013 and confirmed the service related issues she experienced are no longer an issue. The cable service issues were resolved on December 12, 2013 when our technician replaced her digital cable box. I also informed **. [redacted] that a credit has been applied to her account on December 17, 2013 for the loss of service. The credit will appear on their next billing statement, which will be issued on January 5, 2014. An apology as extended for the time taken to resolve.

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,

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: We were getting calls from comcast about our "data cap" and that where going over it and if it continued that our internet would be suspended for 6 months. I asked the rep that called me what I could do to fix the problem and the rep told me I could change it to a business class account and there wouldn't be a "data cap" I asked him if I could speak to a supervisor he put me on hold I waited 5 mins and he told me that a supervisor would have to call me back. the next day I got a call from a supervisor and she told me the same thing that the rep said the day before I asked her why do I have to pay more for less services she said "that's the way it is" I asked her if I could have her call back I needed to talk to the account holder about it she said that I should call the business class sales if I decided to change. after talking to the account holder we seen that we needed the internet so we called the business class sales and had that all set up. the first day having "business class internet" went fine the day after one min I would have internet and the next I wouldn't I called tech support and the rep I spoke to told me he "was see some packet loss" and that he could send a tech out to look at it and he was able to have a tech the same day the tech came out and she ran some test and she said that she could see anything wrong with their equipment (the modem) I told her it couldn't be my equipment because nothing has changed the only thing that has change was there Modem I connected my computers to the modem and it still was happening I made a video and I called and asked them if I could send them it and the tech told me theres no way for him to see it that he could send another tech out I told him that I did whant to have another tech come out and asked him if he could send another modem to me and he said they don't do that and that the only thing that I could to is have a tech come out. I hung up mad and I called back and asked if I could change the account back to the way it was and remove business class internet the sales rep told me that because I signed a contract for the business class internet that I couldn't change it I mentioned that there a 30 day money back guarantee he told me that he would have a supervisor call me back to make the changes. the supervisor never called its been two days as of now the 11/22/2013 I made made the changes on the 11/06/2013

the services we where pay for the highest bundle (everything) internet, TV, Phone they had at the time paying about $279.00 a month and now we have basic extended cable and no phone and business internet and now we are paying about $112.00 for Tv and $209.00 for business internet thats $321.00 a month. (before taxes)Desired Settlement: I want the account back the way it was with out the business class internet and a credit to the account.

Business

Response:

December 17, 2013

Revdex.com

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia PA 19103

Complaint Department

Re: [redacted]

[redacted]

[redacted]

Revdex.com File Number: [redacted]

Date of Notice: 11/22/2013

Dear Sir/Madam:

This letter is in response to the complaint filed by [redacted], dated November 22, 2013, regarding the XFINITY High-Speed Internet Acceptable Use Policy.

Effective May 17, 2012, the 250 GB data cap was suspended in **. [redacted]’s area. The policy suspension was communicated to customers and is available to review at http://customer.comcast.com/help-and-support/internet/common-questions-excessive...⇄ On November 26th, November 27th, and December 4th, 2013, a Senior Customer Security Assurance technician attempted to reach **. [redacted] to further explain the policy. All attempts were unsuccessful, but the technician left his direct contact information.

Comcast provides an individualized data usage meter for every XFINITY Internet account, which is available upon log in at https://customer.comcast.com/secure/usagemeterdetail.aspx. The customer can use this meter to determine his account’s current data usage at any time.

I trust this letter provides your office with the information required in this matter. Please contact me directly at ###-###-#### if you have any questions or need additional information. Comcast looks forward to receiving confirmation from the Revdex.com upon closure of file [redacted].

Sincerely,

Process Analyst II

Comcast Customer Security Assurance

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

In the last **g from the comcast its say the rep tried to call me thats not true comcast has not tried to contact me on this issue. I found out that all data caps in my area are suspended so I called comcast and Changed the account back to a residential account and closed the business internet account and now I have almost $100.00 and I had to have a tech come out and install a modem. I want a credit of $200.00 added to my account for the fees and all the hassle the account number is [redacted] account holder is [redacted] addresses is [redacted]

Regards,

Review: I moved in late January and transferred my internet (Comcast) to my new apartment and added cable service as well. I was told that everything was set up from the previous tenant and was charged for a 'self-install,' which for all that I could tell consisted of my husband picking up new equipment at a local service center.

Our cable and internet was fully operational for a little over a month after our 'self install' when the internet stopped working, followed shortly after (about a day or so) by the cable. I was told that this was a maintenance issue and that a technician would come and fix it free of charge. Eventually the technician came (see below for a longer explanation), fixed the internet and cable for twenty minutes, and left without making any substantive comments. I later found a $35 cable installation fee and a $35 internet installation fee on my bill. I called Comcast to have these charges removed, and was shocked when the customer service representatives simply kept repeating 'these are valid charges.' The only basis for this claim seems to be that the technician made a note in the file telling them that they could charge it as an installation. My repeated inquiries as to how pre-existing service that had been operating for over a month could be charged as an installation were never actually answered -- the two people who I spoke with just kept repeating 'these are valid charges and they will not be changed.' My inquiries as to what oversight existed over the technician annotations were also not answered.

In my opinion, this is basically criminal. I'm being charged for a service I was told was going to be free. The technician in my home never made any comments about changing the service type to an installation. And, it's still not clear to me how I can be charged an installation fee for cable and internet that was already installed but had broken. (Moreover, I've now been charged a self-installation fee as well as a technician installation fee).

Additionally, my experience with customer service was truly unsettling. The first person who I spoke with immediately agreed to refund one of the two $35 charges. I told him that I wasn't going to pay any charges for services that weren't actually provided (an installation). He had me speak to his supervisor, who offered me a credit of $20. I told him that the previous person had already offered to refund $35. He told me that the previous offer was off the table because I had asked to speak with a manger. After much circling around this second person finally agreed to refund $35. I said that it seemed like that was as far as we were going to get but that I would like to speak to his supervisor if he still could not tell me how I could be charged for an installation on a service that was already intact. He told me that I either could take my $35 or I could put in a request to have a supervisor contact me, but I couldn't do both. I asked if he could stay on the line while I tried to wrap my ahead around what was happening and make my decision. After about a minute of silence he spontaneously agreed to refund $35 *and* forward my request to his supervisor, with the caveat that I needed to be at my phone when the supervisor called because they wouldn't be leaving a callback number if I missed the call. Regardless, this behavior of 'expiring offers' that disappear once someone asks to speak with a supervisor seems highly inappropriate and manipulative.

Finally, let me add another wrinkle. When I first called about the service disruption, I had to wait on hold for over an hour and a half and then was only offered appointment times that would require me coming home from work in the middle of the day (or to wait for about a week, which wasn't going to be feasible). In recognition of this difficulty, the customer service representative offered me a credit of $60, which I gladly accepted. Only $50 was credited to my account, but that's fine. The first service appointment I made was for Thursday, February 27th from 2-4 PM. I left work, came home for the appointment, and returned to work at 4 when nobody had shown up. I later called and was told that there was a note in my file that the technician had come at 4:19 but that I was not home (as the service window had ended). The representative who I spoke to told me that their policy is to give a $20 credit any time a technician does not make the scheduled window, but that she would give me $25 since it was such a large inconvenience. This credit was never posted to my account. The appointment was rescheduled for Saturday, March 1st for 10-12PM. The technician came at 12:05, warranting another $20 credit that was never posted. The reason I bring this up is twofold. First, I'm entitled to $55 of credits that were never posted to my account. But I'm willing to overlook that. More importantly, when I requested that the installation charges be removed from my bill as they were posted in error, the representative repeatedly said, 'We've already given you $50, you should be happy with that.' My understanding is that providing a customer service credit for one issue does not entitle a business to manufacture false charges on a separate issue. The conflation of these two independent events was highly inappropriate. When I pointed out that in fact I hadn't received credits for two late technician appointments, the representative who I spoke with told me that there was no record of the first appointment and refused to acknowledge that the technician was late for the second appointment. I know that there is a record of the first appointment for two reasons: (a) the representative who I spoke with on Feb 27th read me a detailed annotation in the file describing my apartment when the technician arrived at 4:19, and (b) the first representative who I spoke with (today) told me that there was an annotation in my file saying that I had declined a $25 credit for the missed appointment on the 27th (which again, I did not decline it, but the larger point is that the information had been available in my file a mere 20 minutes earlier).

To summarize, my largest problem is that I'm being charged $70 in fraudulent fees. ($35 of this may be credited to my account, but given the previous issues in posting credits that were offered, who knows). A secondary problem is that I found the customer service behavior highly inappropriate (representative code [redacted], name [redacted]).Desired Settlement: My primary concern is getting the full $70 of installation fees credited back to my account.

As a secondary concern, I would appreciate being credited for the two appointments in which the technician was late, as I was promised.

Finally, I would like a phone call from a manager to discuss the behavior of the representative who I spoke with, as I feel his behavior was highly inappropriate.

Business

Response:

April 17, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: March 27, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office March 28, 2014 regarding a billing issue. On March 28, 2014, I spoke with **. [redacted], in regard to her concerns. I have issued credits to her account on March 28, 2014 for the full amount of the installation charges and to honor the Comcast On-time Guarantee. The credits will appear on the next billing statement, which will be issued on April 24, 2014. I apologized to **. [redacted] for any inconvenience or frustration she may have experienced in trying to resolve this. I have forwarded her concerns with the previous agents to management for further investigation. 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:

[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: On Mar 3rd I called to upgrade my services. We agreed on 105MB/s Internet, phone with unlimited long distance, and minimal TV package, which ended up being 160-180 channels I think. The Comcast rep said my bill would have to go up $20 for additional services. We agreed upon the price (my previous Comcast bill was $136 - so the new one should be about $156) We also agreed that there may be an installation cost, but should not exceed $30. I noticed the internet speed was not up to the agreed upon value, so I started working with the Comcast rep to correct the speed, starting on Mar 4th.

On Mar 15th, she stopped by my home (unannounced) while I was at dinner at a restaurant. My oldest daughter answered the door and she had her sign a contract (#[redacted]) that stated the agreed upon price for services. My daughter contacted me at the restaurant and I agreed to the price on the contract.

My services were not operating up to the agreed upon internet speed, so I worked through the Comcast rep and did not get the proper speed until Mar 21. Also on Mar 21 - I notified the Comcast rep that after working with my local office to get the speed correct, the local office said that the Comcast rep I had been working with would have to go in and adjust the price to the agreed upon value.

On Mar 26th, I received my bill electronically. It said $274! That is no where near the agreed upon value. It actually should be $155 (for the services) in April + $20 (for the difference in services, because I paid for March in Feb) I tried working with my Comcast rep on the 21st of Mar to inform her the bill would not be correct. And to this point, it is still not fixed.

I have the saved emails and contract, if needed.Desired Settlement: I would like Comcast to reduce my bill (and future bills) to the agreed upon value - $119 for the package, plus the additional receiver, HD, and modem rental - which should come out to the agreed upon $155 per month.

Business

Response:

April 18, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: March 26, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office March 26, 2014 in regard to receiving promotional rates. I spoke with **. [redacted] March 28, 2014 and explained that a 12 month promotional rate for all three services was added to the account to be effective March 4, 2014. At the conclusion of the promotion, standard retail rates will apply. I apologize that the promotion was not added on the day the services were upgraded causing the billing issue. I also apologized that it required multiple contacts in order to resolve his 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 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 the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I've been trying to get a problem permanently resolved since Nov 2011. I had Comcast internet and cable installed at my house. The cable modem I purchased from [redacted] arrived the same day and I returned the Comcast-supplied modem to the customer service center in [redacted]. (I have the receipt). I want the $8/mo removed from my bill permanently and I want these past charges refunded or credited to my account. What can I do to make this happen? I'm completely done dealing with the Comcast phone center people. They have been kind & sympathetic, but completely ineffective. I would appreciate it if you could help me get this resolved.Desired Settlement: I want the $8/mo charges for the cable modem removed from my bill permanently and I want the past charges refunded or credited to my account.

Business

Response:

April 21, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: March 28, 2014 Re: [redacted], [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted] received in our office April 1, 2014 referencing service equipment charges. I contacted **. [redacted] via email on April 1, 2014 to address his concerns. I confirmed the equipment he returned to Comcast on November 25, 2011, was his modem. **. [redacted] provided me with a copy of the receipt reflecting the equipment that was returned, so we have changed the Comcast modem on his account to customer owned. We also applied credit to his account for the modem rental fees previously assessed. The credit was applied on April 2, 2014 and will be reflected on the next billing statement that will be printed on April 15, 2014.I apologize for any inconvenience experienced in relation to 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]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 signed up for the comcast triple play which was suppose to include cable, internet and phone service for 99.00 a month for 1 year. I get my first bill and it's almost 300.00. all three of these are suppose to be included in the 99.00 fee but they are charging me separately plus I didn't get the package with the cable channels that I signed up for but I got other channels that I didn't agree to. then when I asked the supervisor that I called on the 1800 number to correct this she tells me that she can but she will have to charge me an extra 9.00 a month for them. this is supposed to already be included in my packet and I shouldn't have to pay extra to get what I signed up for. and the amount of the bill is way too much especially since I only signed up for the 99.00 a month deal. no extra fees, equipment installment fees which they did not disclose or taxes should amount to almost 300.00, 283.00 to be exact. comcast is price gouging its customers especially being they are the only cable company in savannah and in certain area/places, you can not get satellite tv and something seriously needs to be done about this. thank you very muchDesired Settlement: I would like to have exactly what I signed up for and nothing more. the triple play for 99.00 for 12 months with no additional charges that were not disclosed to me. when signing up the conversations are supposedly recorded so please retrieve the recording.

Business

Response:

May 1, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 22, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office April 22, 2014 in regard to a billing explanation request. I spoke with **. [redacted] on April 29, 2014 and provided a detailed explanation of their overall bill to include monthly charges, current service package, promotional timelines, balances, and prorates. Review of the account indicates that on February 5, 2014 a technician completed the installation of the Starter Triple Play to include, video, voice, and internet service on a promotional rate until February 5, 2015. There is no record of additional programming being requested or added to the account by **. [redacted]. The programming she is currently receiving is included in her Starter Triple Play Bundle; additional programming may be added to the account for an additional monthly charge. **. [redacted]’ first billing statement consisted of service charges from February 6, 2014 until March 5, 2014 in addition to the installation charges. Comcast has billed **. [redacted] for three months of service and has only received one partial payment. Effective April 23, 2014, **. [redacted]’ service was suspended for non-payment. **. [redacted] was informed on the amount needed to restore her account. A credit was applied on **. [redacted]’ account for half of the installation charges; the credit will be reflected on the May 4, 2014 billing statement. 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,