Comcast Corporation

I was quoted a price over the phone by a comcast representative. Of course that price was not the 99 dollars a month before tax like they had stated. This bill was 150 dollars. I called about the issue and they stated there are no further discounts to give me! DISCOUNTS?! I just want the price that YOUR REPRESENTATIVE had told me over the phone! This company is full of thieves! IF YOU HAVE AN OPTION; DO NOT USE THIS HORRIBLE EXCUSE FOR A COMPANY. THEY WILL TAKE YOUR MONEY ANY WAY THEY CAN!

Was a Comcast Customer for several years. they raised our rates at the end of her contract so we had no choice what to choose another provider. turned in all of our equipment and made sure our bill was paid up to date. I checked my credit and realized there was a collection from Comcast for another bill that we never received. we have not moved or change phone numbers. when I called Comcast to inquire about it they basically told me I was lying. They said two different collection companies and try to contact me to remedy is the bill. this is false. I have never received anything in the mail nor any phone calls. I would have gladly paid the bill if I had received one. I actually received the bill in the mail after talking to two different agents. Today I got a call from a collection agency keeping in mind they have already reported it to the credit bureau, and she on a recorded line affirmed this was her first phone call to me. this has gained my credit 18 points. now I have to go through the process of trying to get it removed from my credit report. this is the only negative on my credit. I will pay the bill and never go back to Comcast again. I think this is very wrong since nobody has ever contacted me and it has been a year and a half.

*jazz music* Thank you for calling Comcast. Please hold. We'll be with you in just a moment *jazz music* Currently all of our customer service representatives are assisting other customers, please hold so that we may give you the same special attention *jazz music* Thank you for calling us, your call is important to us and will be answered in the order it was received. Again, thank you for calling Comcast *jazz music*

Review: I signed a contract with Comcast Cable on 10/10/2013 for cable service for 24 months at $109.99 per month. As a benefit, the contact shows that I will receive a $300 credit. The service was installed at our previous home on 11/5/13, then we moved on 11/2713. Rather than moving our service, Comcast cancelled our account and created a new one at our new address. In January 2014, Comcast issued a $100 credit to my account, not $300. I contacted them on numerous occasions, opened support tickets ([redacted] & [redacted]), spoke with customer service representatives, etc. and have been told on each occasion that I am not eligible for this credit. Now that I am inquiring about cancelling my service with Comcast due to the fact that they have not fulfilled the credit in the contract I have signed, I was informed that they will charge me a $150 cancellation fee. How is it possible that Comcast can say that the credit outlined in the contract is null and void, but the cancellation fee is not? I am flexible in this complaint; I would accept either of the following outcomes: 1. Issue the additional $200 that is expected based on the contract.2. Allow me to set up service with another provider without being charged the $150 cancellation fee. Please advise what my next steps can be to remediate this billing issue. Thank you!Desired Settlement: I am flexible in this complaint; I would accept either of the following outcomes: 1. Issue the additional $200 that is expected based on the contract.2. Allow me to set up service with another provider without being charged the $150 cancellation fee.

Business

Response:

May 6, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: April 17, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office April 17, 2014 regarding her Comcast billing issues. I contacted **. [redacted] on April 23, 2014 regarding her rebate concerns. Upon careful review of her account I found that **. [redacted] was only given a partial rebate due to the promotional code that was entered on her account when setting it up for installation. The account was researched but the customer representative based their decision on the code placed on her account and denied the credit. I reviewed her contract and found **. [redacted] was promised the full rebate so I applied a credit to her account for the balance of what she was promised on April 25, 2014. I apologized for the inconvenience and the delay to resolve this issue. I informed **. [redacted] that the credit will appear on her May 22, 2014 billing statement. I also advised **. [redacted] that she would not be charged an early termination fee unless she was to disconnect her service before her promotional date ends in November 2015. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted]Comcast Executive Customer Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I first contacted Comcast to replace an HD Cable box that had gone bad. As I was speaking with the rep and I had asked what promotions were available at the time. She replied and told me a few that were more expensive than my current plan. I told her I did not want to change and would keep what I had until it expired on 12/2014. I proceeded to have her process an order for the replacement box. Later that evening I received an email saying what my order was and it stated I had purchased a more expensive cable plan. This was done without my authorization. The next morning I contacted Comcast again and told them I never ordered this and all I wanted was my replacement cable box and my plan and price to remain the same. They apologized. Said they were processing a new box and fixed my plan/bill. That evening I receive another order with my original plan, but now it had a $9.95 charged added to it which it did not have before. The next morning I contacted Comcast once again and told them I wanted my bill to be put back with all the same costs it had been prior to the first rep changing my plan without authorization. They apologized again and said a box would be sent out. I finally received the cable box and could not get it to work. After being in contact with Comcast for over an hour - they finally came to the conclusion that this new replacement box was the problem and was also bad. I asked them to send me another one. The rep wanted to charge me a shipping fee and a set up fee again! I told him I was not paying for something that was bad to begin with and Comcast's fault. He told me to take it to a store to return which is an hour round trip for me. I told him I was not going to do that because it was not my fault. I just wanted him to send me the replacement box without the self install kit charge and that I would keep the kit I had and use that (to avoid another charge). He said he would do it. I still have not received the box nor an email stating a shipping tracking number. I received an Email yesterday with my new Comcast bill and now I have two extra charges on my bill and it is not the same as it was prior to when all this started. So I now have two bad boxes and charges on my account that should not be on there and nothing is resolved yet.Desired Settlement: I want my replacement box sent to me and to work and I want my bill back to the original state it was in before the rep changed my plan without my consent. My bill should remain the same until 12/2014. Comcast has wasted my valuable time and money cleaning up their mistakes.

Business

Response:

August 28, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 12, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], an authorized user on [redacted]’s account, received in our office August 12, 2014, referencing service and billing issues. On August 15, 2014, I spoke to [redacted] regarding her concerns. I confirmed with her that a new HD box was shipped on August 11, 2014, had been delivered to her home on August 12, 2014. [redacted] advised me the box was activated and is working properly. In regard to [redacted]’s billing concern, I confirmed with her that on August 12, 2014, her promotion was repackaged and corrected. I also confirmed the equipment [redacted] has on her account and ensured she is being billed properly for this equipment. I apologized for any inconvenience or frustration this had caused [redacted], and as a one-time courtesy, a billing adjustment was applied to [redacted]’s account on August 15, 2014. This billing adjustment will be reflected on her next billing statement, due to print on September 7, 2014. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, Brandon M[redacted]Executive Customer Relations

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I called Comcast to find a bundle or package that would best benefit our family. I called to cancel our Home Security (records indicate it had not been used in over a year). When calling, she said I could not cancel my home security or it would result in a $350 early cancellation. She must be mistaken; my contract started in June of 2013 and was two years (even the technician said two years). I asked for a supervisor, and she said to wait two minutes. After 10 minutes, she said they'd call back. They never did. Called again this morning to speak to the supervisor. The next lady said she'd search for one, then came back and said I was in the escalated que and that I have an early cancellation fee of $650. She said your contract is 3 years. She never got a supervisor, nor did I ask this info, as all I wanted to do was speak to a supervisor. At that time, I said no, my contract was two years. I asked why the lady yesterday said $350. She said she "must not have been wearing her glasses". And she also wasn't sure why I got a call back. I canceled my service. Their customer service is AWFUL! Not only would they not work with me on my package, but they also will not let you speak to a supervisor. When I wanted to cancel, they didn't even try to work out something...which is something the OLD COMCAST used to do. They have turned into a lying, money-hungry, poor-service business. VERY disappointing. They have officially lost this customer of 15 years plus!!!

Horrible service.
1 ) Started with lying about appointment time of problem repairing.
After we we had internet problem for 3 days, on Friday night we called Camcast and were told technician would come to fix the problem on Sunday. We told the woman who answered the phone that since we already lost internet for few days, we really needed technician came sooner-like Saturday, she said okay and technician will come to our house Saturday with time window 8 am to noon. We waited whole day but nobody showed up. Saturday evening I received a remind call for Sunday appointment.
2) Being a customer three and half year, we had been had auto-pay ( Camcast directly withdrew money from our bank account ) from very beginning. One day after we lost internet and called camcast, we were told that we lost internet because our bill was not paid. We told Camcast we had auto pay. We were told that Camcast cannot withdrew money because Camcast lost our bank account information. This is the company's problem, why did comcast stop our service even without telling us what's going on? We paid on phone. We were so upset of the company so canceled the service. We were told that we would get some credit from Camcast because we paid one month ahead. However we received a bill. We called, waited a long long time on phone, we were transferred from one person to another and everyone told us something different. Finally after one man looked at our account, explained to us about charges and agreed that late fee and reconnection fee should NOT be charged because COMCAST LOST OUR BANK ACCOUNT INFO. I got confirmation number of adjustment. But we got same bill again. After we called and gave the confirmation number about the adjustment, we were told there is no record about the confirmation number. [redacted]. What is wrong with this company.
We don't want to waste more our time and are going to pay the bill, but we will never consider have comcast service again.
People talk about how bad service camcast has. I don't know how bad it is until I experience it.

I have a complaint about the XFINITY Store located at 1501 S. University Drive, Building 4, Plantation, FL 33324
Milka and supervisor Ruben from refused to help my father and I today. They did not offer any advice on how to fix our problem. They refused to speak to me on the phone. They refused to give a phone number where I could call them. This was the worst customer service experience of my life. And I have never complained before. There is something very wrong with Comcast's customer service practices. It was also nearly impossible to get someone on the phone to help us sort things out. The only way I could get a person to talk to me and help me with the situation was to call and cancel the account. Only then, I was able to speak to an intelligent woman who was able and willing to figure out the best solution for our problem.

I have been with Comcast for a while. Last month the internet service started failing. I called and was told to go to their office to get a new modem. I did. Still problems. a technician came to the house and supposedly fixed the issue. He did not. another technician came in 7/11 and still the same problems. I called again today... the first rep (ID # 9686) disconnected the call. I called again, another agent assisted called Anne and another technician is coming tomorrow. This is supposed to be a senior technician that really knows what they do. The service is so disappointing and the rep that hung up really topped the cake. I pay to this co like $160.00 per month and after all this they have not even issued a credit for their horrible service. We will see what happens tomorrow, otherwise the only option is to move to Verizon and try to see if the service is any better.

Since June 20, 2015, I have contacted Comcast approx 7-8 times to try to lower my bill. My bill jumped from $185 to $245 for their triple play package. Being that I have retired, I cannot afford this jump in service. So, I called Comcast and got my bill lowered and I asked for an email to verify new package. The email never came and every time I called, I got the promise of a lowered package with an email. No such email ever came until recently and the new package was going to cost approx $330!! Yes, $330!!! I called and then got another email for approx $225. Not happening, so I called again and the conversation got heated. Then got an email for $200/month. Still not good enough so I called and went to basic cable and internet only for about $100/mo. I think it's still expensive but there aren't many options where I live.
Also, during this course of calls, I requested an xb3 box to replace the older modem we have now. It was never shipped and one time I was old that the order for the xb3 was cancelled. By who, they don't know. During my latest call to Comcast, they claimed that the box was mailed 4 x's. How can that be true when one time I was told that the order was cancelled and the other times was told it was never mailed. Comcast also charged me twice for overnight shipping ($29.95 each) for a package that was never mailed.
Communication and customer service at comcast truly is appalling.

In spite of countless calls to tech support, Comcast could never provide a stable internet connection. When we asked to cancel the contract, Comcast imposed a $875 early termination fee on a contract they essentially were never able to honor (we were not receiving the level of internet service we contracted out).

Review: A Tale of Poor Customer Service: Comcast [redacted] TN
So it all started in Dec We moved into a newly built homeMany vacant lots around usAfter almost a month trying to convince cable and telephone companies we actually existedSeveral weeks of my new co-workers telling me that I was making a mistake, we got Comcast to agree to install cable, internet and telephoneA temporary cable was laid over the grass and a subcontractor was to come out within a couple of weeks to bury the cable
When the sub-contractor showed up they failed in a couple of areas: 1) the cable was buried only inches deep 2) Instead of burying the cable on my property they elected to bury it on the adjacent lot that was vacant
Move forward to Oct 3, While they were building a new home on the lot next to us they damaged and cut the cable line
Now let’s talk about how the great Comcast handled the situation or failed to handle the situation
October 3, – Cable cutCall placed to Comcast for support[redacted] tells me that she opened a work order and that the sub-contractor would be on-site October 4, between 8:00AM and 8:PM
October 4, – Called Comcast at 3:10PM and was told that there was never a work order opened for October but that the work order was for October 8, Spoke to the billing department to review my options for cancelling serviceI have a year contract and it will cost me $to cancel the contractShe did offer to give me credit for the days I was totally without serviceShe also offered a $per month credit for the next six months
October 8, called at 12:PM to verify I was still on the scheduleWas told by some front line customer service rep (who by the way did not speak English) that my appointment for this date was cancelledI asked for a manager and he transferred me to [redacted]Found out that [redacted] was not a manager and was very rude when I started to get upset that I was not transferred to a mangerGuess it was a communications gap with the front line employeeI was finally transferred to [redacted] is a manager in the customer service areaAfter listening to me vent he assured me he would have a crew on-site before 5:PM to bury the cableIn fact he said that he would call me back to verify everything was resolvedI am still waiting for him to call meAt about 3:PM or so a technician showed upNow a technician will not bury the cableHe spliced the cable together to get me partial serverHe said he would make a not on the ticket that a crew was needed on-site to bury the cable
November 4, – I spoke to [redacted] who informed me that the tech that was on-site October 8, never got the message to the right people to come out and bury the cableSo [redacted] opened ticket [redacted] but was unable to tell me when someone would be out to do the workI asked to speak to a managerAfter an hour on hold, I was connected to a supervisor, [redacted]All [redacted] would do is send emails to other departmentsHe explained to me that since it was after 5:PM there were no managers available and that he had no authority to do anything but send emails aka pass the buck
November 11, – Spoke to [redacted] who told me my appointment was set of November 15, between 8:AM and 8:PMHe also informed me that I would get a call minutes prior to arrival
November 15, – Guess what…..You got itA no showBut I did get calls from [redacted], the sub-contractor, to do a phone survey about the quality of workI explained that I would be happy to do the survey once the work was completed
November 16, – I called [redacted] and asked to take their surveyThey said that they would send an email and page to the supervisor and that they would be out the same day to do the workI also called ComcastThey tell me that the work order [redacted] was completed on November 14, A full day before it was scheduledThis time [redacted] tells me that he opened an emergency work order [redacted] at 9:AM and that I would be getting a call within hours from the dispatcher with a time between 12:PM and 6:PM to do the workI told [redacted] that I had little faith in his promises since no one had been able to do anything to fix this issueI called Comcast at 12:Pm to get a status[redacted] proceeded to tell me that dispatch had not taken the call and that no one would be out until the first of the week sometimeI spent some time explaining in great details all the failures within ComcastSince their internal protocol only allows employees to escalate to their direct supervisor, there was nothing he could do until 3:Pm when his supervisor came to workWe was in early getting some overtime and his hours did not match those of his supervisor[redacted] then had a conversation via instant message with another supervisorHe assured me that he or his supervisor would call me back once they got together to discuss this issueYou guessed itNot a single call from either one of them
So today is November 17, I have poor signal quality and cannot view most of my HD channelsInternet works most of the time but does run slow at timesThe telephone service drops the lineI have not seen any of the credits offered to me on October 4, I have lost days of work sitting at home waiting for the service folks who never showedI have placed a call to [redacted] to see if [redacted] was available in the areaThey will take weeks to research thisUnfortunately Comcast is the only cable guy in town
I spend some time digging around Comcast’s web pages and found a customer service forum sectionI read many reviews of how bad the customer service wasI also have found that [redacted], SVP of Customer Experience at Comcast has an open letter to himIt does not look like that person’s issues have been resolved yetThis is a quote right off of http://customer.comcast.com/conta:
“Hello, I'm [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 team.”
There are so many untruths in this statement
He also has this letter:
http://www.comcast.com/Corporate/Customers/TomKCustCare.html?SCRedirect=true
Customer Guarantee:
http://www.comcast.com/Corporate/Customers/CustomerGuarantee.html?SCRedirect=tru...⇄ /> Thanks for an outstanding customer experienceDesired Settlement: Resolve the situation and adjust bill for lost/poor service during the time it was reported and the time it was fixed
Business
Response:
December 10,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: [redacted]
Date of Notice: 11/18/
Re: [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted] received in our office November 20, regarding technical difficulties with their service
I spoke with **[redacted] on November 22, and confirmed the service related issues he experienced are no longer an issue**[redacted] had a cut line that was not properly fixed causing his service related issues**[redacted] had multiple SRO’s (Special Request Orders) that were scheduled between October 3, and November 18, These were scheduled to address the cut drop and line that need to be buriedOn November 18, the drop was buried and the cut line was repairedSome of the appointments were rescheduled as office correction causing a delay in getting the issues resolvedI also informed **[redacted] that a credit has been applied to his account on November 22, for the service related issuesThe credit will appear on his December 21, billing statementI apologized for any inconvenience he may have experience while trying to get this issue resolved
I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-####
Regards,
Comcast Corporate Escalation Team
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me

Comcast is ridiculous. These people are one of the worst people I have ever experienced. I have been having problem trying to log into their website to pay the bills. I called them to fix the problem. But I have been calling them for the past 3 days. I have been transferred to 21 different agents and 4 departments. Right now I have been on hold for 1 hr. Just the most HORRIBLE business people ever.

For over 12 months we have been in a monthly battle with Comcast trying to get our billing account fixed, so we can log in and pay our bill and make any necessary adjustments to our account. Literally every month, I have to visit the Comcast chat support, and run through the same unsuccessful steps with a technical support agent. We've come to the conclusion that there is a "technical issue with my account". I am promised a call back from their technical team, which I never receive. I have asked numerous times to have this corrected, with absolutely zero success. The level of technical expertise offered by their "technical" support is absolutely dismal and unprofessional. The only reason I am continuing to remain a customer is the service itself has been fine. I can get nothing accomplished other than paying my bill every month. If this doesn't change I will absolutely consider an alternative ISP. Having worked in technical support for a number of years, I am personally surprised that they allow for this lack of support to be provided to their customers.

I have tried multiple times to speak with an actual human regarding interruptions to my service. Each time, I site through 5-10 minutes of automation, only to be disconnected before speaking to an agent. I have been a Comcast customer for eight years, only because there are no other options in my city. The experiences have been the same for the entire time period. Unbelievably bad customer service, and far less product thatn you pay for.

Review: A Comcast contractor came through our neighborhood and cut the lines to several homes. When we called Comcast to repair it, they sent out a technician to investigate. They subsequently charged me to repair the line that their contractor cut. My wife and I have placed over 16 phone calls to get this corrected. Each time they promise to get it taken care of and they have also promised to call us back when the credit has been applied. It has been 3 months of this and not one phone call has been returned and the credit is still not applied. They have even shut off our service because we have refused to pay these charges. They have since restored our service, but we were without service for 4 days when they cut the line and then another 4 days when they cut our service. We have spent over 24 hours dealing with this problem and we are just sick and tired of the run around and the lies.Desired Settlement: Credits for all charges related to the service outage in March of 2014. A written apology from Comcast Corporate for the lies told to us by numerous Comcast employees.

Business

Response:

July 8, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 19, 2014 Re: [redacted] Dear Sir/Madam: This letter is in response to the complaint filed by [redacted], received in our office June 20, 2014 regarding a service concern. A Comcast representative spoke with **. [redacted] on June 20, 2014 and resolved his concerns. **. [redacted] confirmed his service was functioning properly and a service appointment was not needed at this time. A credit was applied to **. [redacted]’s account on May 20, 2014 for his loss of service. In addition, a credit for both the install charge and technician visit fee was applied to the account on May 20, 2014. The credits are reflected on **. [redacted]’s billing statement dated June 14 2014. In an effort to reach a satisfactory resolution with **. [redacted], a credit for the reactivation fees, late fee, and remaining balance was applied to the account on June 20, 2014. The credit will be reflected on the billing statement dated July 14, 2014. An apology was provided to **. [redacted] for any inconvenience he experienced while attempting to further discuss this matter. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted]Executive Customer Care Specialist

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I have all the documentations signed from comcast to remove the voice service in my bill and take me more than 6 month and is not solved yet, the signed documents said $0 to removed the service and now they charge me $400 to removed. The first person told me I don't have a contract and now yes :s. I call once a month and take me more than a hour of my time and nothing is solved, I'm really frustrated with this company I don't want to do business with them any more and if I have a "contract" I don't want to continue making business with these people.

Worst TV/internet company in exsistence. My services constantly don't work, when you call in, they have the WORST customer support team. No one knows anything. You have to contact corporate to get assistance but because they have a monopoly in my area, I'm screwed and they know it. I'm stuck in a contract to have a company provide unreliable service. I have received 2 attendance warnings at work due to the internet being down and because I work from home. Most recently I called to ask how to reset by being box. It ended up with me requesting to speak to a supervisor at least 30 times before the agent hung up on me.

Where do I begin!!!!! This is absolutely the worst company I have ever encountered and I have been forced to use their services for years. The most recent complaint is that even though I turned my equipment in over 9 months ago, they sent in a collection for $162 dollars and it is negatively effecting my credit. I'm tired of being lied to all the time by these scam artists. Please someone take this company down! This is absolutely insane.

Review: On 5/27/14 I discovered that Comcast has been overbilling me monthly for internet charges over the past 11-12 months. I discovered this as the 5/14/14 billing statement reflected an increase of more than $50 in billings from the previous month. I examined both the April and May statements and noted that the cost increased. It is at that point that I first noticed that they have been billing me for 2 @ 29.99 each each month since 5/13/2013 when I spoke with their representative [redacted] on 5/17/13 and arranged a rate of 29.99 per month for Internet service to last for one year. At the same time I arranged for phone service at $19.00 monthly for six months. The first bill that came reflected 29.99 for the internet and I did not notice that it was for two then. In researching the statments sent every month, I noted that I was billed for 2 @ $29.99 monthly until the 5/14/14 billing when, apparently, the one year was complete and the monthly billing increased to $54.95 but they also charged for 2 at that price on that statement. I further noticed that I never received the six months of phone service for $19.00 as promised and was billed $44.95 monthly all along for that service.

On 5/23/14 I spoke to [redacted] at Comcast who assured me she was granting me a full year at $29.99 for internet and informed me that I would need to speak with billing to address all overcharges. On 5/27/14 I spoke with [redacted] at Comcast in billing and detailed the overbilling for the full year on the internet service and lack of a phone rate for six months at $19.00. [redacted] issued a ticket# of [redacted] and informed me that he was requesting a credit of $384.84 for overbilling on the internet service for 11 months. Why only 11 I never understood when the rate was to be for a full year. However, he informed me as a matter of policy he had to forward to a supervisor who would call me by Friday 5/30/14 with the final determination. I gave him my cell phone for the supervisor to call rather than my home phone in order to ensure that I spoke with the supervisor. I never received the call. My family and I were on vacation until today so I did not want to be burdened with this during the vacation and therefore I did not follow up until today 6/9/14. [redacted] also stated that he was requesting a rate of $19.00 for six months for the phone as he did not think it possible to go back in time on that as it never was affected. In order to do this he had to put me on hold, I remained on hold for 17 minutes and ascertatined that he was not returning and since I had been on the phone call for over 33 minutes at that point, I hung up as another matter took precedent.

I called today, 6/9/14 and spoke with [redacted] at Comcast and gave him the ticket#[redacted] and he proceeded to put me on hold, where I stayed for 10 minutes then was informed by a recording to leave a message at the beep, I did. I subsequently called back and spoke with [redacted] at Comcast who stated the ticket#[redacted] was closed and noted that the charges were valid. She then informed me that a credit of $54.76 was applied today, however on both the call to [redacted] and [redacted] in the process of getting to them the automatic responces regarding my balance due detailed the total amount of the original billing of 5/14/14 of $168.06 not a reduced amount by the credit she stated had been applied today. I asked why they were crediting my account with a creidt of $54.76. She said it was because of the overbilling of 2 @ 54.95. When asked why a credit of $54.95 was not made rather than $54.76 she stated it had been pro-rated. I asked how could that possibly be pro-rated if it was over charged in the first place. That was completely illogical. However, since she recognized it was over billied 5/14/14 due to being billed for 2 @ 54.95, I explained that she should obviously see that all the charges since May 2013 at $29.95 montly were also over billed at 2 @ 29.95 and as such, should also be credited as they too were not valid charges as previously stated to me when she said the ticket was closed due to all charges being valid. She assured me I would be called by a superviosr within 3- 4 hours, and as of this writing I have not been so contacted.

I believe they owe me a credit of $384.84 which is 11 at 29.95 and one at 54.95 all reflecting double billing. In addition, I was looking for a credit of $155.70 which represents 6 months of $25.95 which is the amount over $19.00 billed at a rate of $44.95 for six months for phone service. So a total credit of $540.54 is what I am expecting. I would be willing to receive the $384.84 credit and the next six months phone service at $19.00 as an alternate resolution. I have statements but that should not be needed as [redacted] was able to see what was billed when I spoke with him on 5/27 and he calculated the $384.84 from the past 11 months. I still don't know why it is not 12 months.... I have tried to clear this up on 5/23; 5/27; and twice today on 6/9. Two of the attempts were well before the current bill was due on 6/5/14 and as such I would also expect a credit of any late charges that may be assessed. As the credit should obviously exceed this months billing, I should not be counted late. Please advise if you can assist with this. I think it deplorable that a large corporation should be involved in double billing practices and hope this is not indicative of a larger problem experienced by mutliple customers.Desired Settlement: Immediate credit for all paid overcharges and correction of ongoing charges in the future

Business

Response:

July 2, 2014Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103Case Number: [redacted]Date of Notice: June 10, 2014Re: [redacted]Dear Sir or Madam,This letter is in response to the complaint filed by [redacted], received in our office June 10, 2014 in regard to a billing explanation request. I spoke with **. [redacted] on June 26, 2014 and provided a detailed explanation of their overall bill to include (monthly charges, current service package, promotional timelines, balances, prorates, etc). Review of the account indicates that **. [redacted] subscribes to the Performance Internet and Unlimited voice service on a twelve month promotional rate effective June 11, 2014. In addition to the promotional rate for the Performance internet and Unlimited voice service a re-occurring retention credit was placed on the account on June 14, 2014 and will remain on the account until December 14, 2014. Once the promotional rate ends for current promotion, standard rate will be applied to the account. The promotional rate was reflected on the June 21, 2014 billing statement. There is no record of a billing error on **. [redacted]’s account. **. [redacted] received a twelve month promotional rate for the Performance internet package effective May 15, 2013 until May 23, 2014. Effective May 23, 2014 the promotional rate for the Performance internet package ended and standard rates were applied to the account. On May 23, 2014 a prorated credit was applied to **. [redacted]’s Comcast account due to the price change. The prorated credit was reflected on the June 21, 2014 billing statement. There is no justification for an additional credit to be applied; therefore the credit request has been denied. I apologize for any inconvenience received while 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 ###-###-####. Regards,[redacted]Comcast 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. I do note, however, that the explanation given by [redacted] to you is not entirely correct. He states there is no record of a billing error, that is not true, for you see they gave me a total credit of $381.75 for having double billed me for a year. He states I had a promotional rate from 5/15/13 to5/23/14 and that is correct, however, he fails to mention that they billed me for two services for each of those months, for which they have since credited me the above mentioned credit only after having involved the Revdex.com. He states that there was a credit of 5/23 and there was of 54.74 which represented the second of two billings that month which was the first month on the regular rate as the promotion expired. He goes on to say that the request for credit was denied, which, obviously is not the case as the credits totaling $381.75 were received and quite obviously represent much more than one month's billing correction. I currently still have a credit balance of $190.77 after the last two billing cycles have been made. I am content with the ongoing offer of a promotion for 12 months on both the internet and phone service as well as the promise of a six month term for a monthly credit of $20 for retention. I just wanted to set the record straight regarding the actual over billing for one year which did occur. It is important to have the facts stated correctly especially in light of current news reports of corporate over billing issues with the likes of T Mobile and others presently in the market place.