Comcast Corporation

After 2 weeks of poor TV service they cannot fix or seem interested in keeping me as a customer. If you have any choice don't use Comcast.

I had taken a survey which was not good due to the customer service that had been provided for me. I got a response from ecare-Tom K[redacted]'s office that assured me that they wanted to provide me with a $20.00 discount for 12 months to my account and not mention of a contract, since I was such a valued customer. I received a partial discount because it was applied in the middle of my billing cycle. To my surprise a few days later I received a letter that stated that they were going to take it back because I did not qualify. I emailed back to ecare and they told me that they would work on it and if needed would apply the discount manually. Well of course that did not happen either. They replied stating that the only way to apply the discount was with a 12 month contract and asked me if I agreed. After thinking it over I then accepted the offer. Surprise!! They responded with-sorry it is going to be a 24 month contract-but added HBO for the 24 months free. So they want to give me $20.00 for only 12 months of the contract but want me to agree to 24 months. This is insane that they will not deliver what was promised. Honestly they should give me more of a credit than the $20.00 for 24 months with no contract for the hassle. The emails back and forth for days was very aggravating and they still did not resolve the issue. This is a poor example of good customer service. After reviewing some of the other complaints about Comcast why should I have expected anything different? I certainly hope this gets resolved and Comcast learns what customer satisfaction is.

I am totally dissatisfied with Comcast. I was moving and called to have my cable transferred to my new house. The guy told me my subscription was running out and it would add more money onto the bill to keep the same one. He told me about a new triple play offer they had that would keep me at the same amount each month however, my internet would be much faster. This was completely wrong! My internet never connects it always takes forever to connect and when it is connected it is far from "super fast." I am highly disappointed and do not feel I should pay so much when my internet hardly works all the time!

Horrible customer service. They never came to install my cable after I had paid them in advance. I still haven't received any cable or a refund. I've been getting the run around. Worst service I've ever experienced!

I have had the same reorruring issue with comvast for the past 5 or so month about my internet. The internet will go offline were I can use it, even if I pay my bill. And they wont cut it back on till they send a tech and charge me for it. And even then the situation reoccures the next week. I have had 3 tech in the same month and my situarion still hasnt been resolved. The customer service is unhelpful. I still have to pay a outragous bill every month. I just had customer service hang up on me with out even hearing my issue. I'm so dis satisfied with my experience and feel like I'm being screwed over. I do not recommend this service to ANYONE. I would like BBC to investigate this and find out what is really going on.

I found out last night that Comcast is now charging data charges on top of their already high rates for internet usage. I told the agent I was never informed of any data charges when I signed up for internet in Aug.. She informed me that they made the change in Nov. and sent it out in the mail. I told her I was signed up for eco payment and don’t get mail. I then ask for a supervisor I ask him why I was not made aware when I called and set up my service. I called so I wouldn’t have any surprises. He said there is a lot of information in their plans, and it would take 45mins. to go over it so they just don’t tell you everything. If you look on their plans it now says data charges may apply but on the plans it doesn’t mention anything. Everyone needs to check their bills for any other charges they didn’t tell you about. This is a dirty way of during business. Everyone in the trial area and even if you aren’t in the trial areas (because it will be coming your way) needs to call Comcast/Xfinity and say NO!!! THIS IS NOT RIGHT. IF WE DON’T THEY WILL KEEP RAISING RATES AND FINDING MORE FEES TO CHARGE US. ENOUGH IS ENOUGH.
Every time I have ever worked with Comcast I have always had problems. They don't set up service correctly they change my plan without telling me. and it goes on and on. It is okay for you to set on hold for 45mins and longer to be transferred to agent after agent but they cant give you all the information that will cost you money with your plans. There is something really wrong with this. The other problem is you cant go to other services because they aren't allowed in your area. This is a Monopoly. So wrong. People are living paycheck to paycheck and these cable/internet and cell phone companies need to monitored and controlled. My problem is I need the internet service and Comcast is only service in area.

[redacted]BUYER BEWARE!!!!!![redacted] Comcast via Xfinity originally quoted the monthly internet fee as being $69.99 per month. After the initial price quote my household (my mother and myself) was continually charged over $200 several months in a row, even during a month where no one was home for 3 weeks. NO one was home!!!!!
They have treated millions of other customers the same way and refuse to resolve the matter or account for the hundreds of dollars of overages. They will simply send your bogus bill over to collections and damage your credit.
This is the second time we've tried Xfinity only to receive the same horrible treatment.
This company is crooked and dishonest.

Review: I ordered comcast on or about March 20th 2013. I was unsatisfied with the service and cancelled within 10 days. A comcast technician came back to my house to collect the rented equipment on March 25th 2013. Comcast has a 30 day money back guarantee if a customer is unsatisfied for any reason.

The following is taken directly from the comcast website: "We will give you a 30-day, money-back guarantee on our video, voice or high-speed services.

If you’re not satisfied with these services and wish to cancel for any reason, you can do so in the first 30 days and get your money back. Simply return all equipment in good working order and we’ll refund the monthly recurring fee for your first 30 days of service and any charges you paid for standard installation."

I received a bill in early May of 2013 and I contacted comcast immediately. The customer service rep could not assist me so a supervisor called me back. During that phone call he advised me that the bill was taken care of and "don't worry about it". I still have the email with the Ticket Number.

I just received a notice from a collection agency today (the statement date is Nov 12, 2013). Prior to this notice from the collection agency I have not been contacted by comcast since my last correspondence with the company when I was informed that it was "taken care of"

I called Comcast directly to try and resolve this issue and was told that the debt has been transferred and there is nothing they can do about. The call center technician that I spoke with did acknowledge my start date, my disconnect date, the date the equipment was picked up, AND the ticket number from May 9th when I contacted them the first time.

According to the 30 day money back guarantee there should never have been any payment due. Now they are threatening to report this "debt".Desired Settlement: I wish for the Comcast company to honor their 30 day money back GUARANTEE! I would like for the $67.09 payment that they claim I owe them to be waived. It would also be an added bonus if Comcast was encouraged to enhance their money back guarantee to include some kind of punitive amendment. It is not right that they can get away with simply ignoring their own promise without so much as a slap on the wrist.

I would also like written notification both mailed to me and emailed to me that I have a 0 (zero) Balance with COMCAST.

Business

Response:

December 13, 2013

Revdex.com of Metro Washington DC & Eastern Pennsylvania

1880 John F Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Case Number: [redacted]

Date of Notice: December 3, 2013

Re: [redacted]

[redacted]

[redacted]

Dear Sir/Madam:

This letter is in response to the complaint filed by [redacted], received in our office December 4, 2013 regarding a request for disconnection of service.

A Comcast representative spoke with **. [redacted] on December 13, 2013 and discussed her concerns. The Comcast account reflects as disconnected and all monthly charges back dated to March 20, 2013 which is the date service was installed. An additional billing adjustment was applied to the account on December 3rd removing all fees charged to the account. The 30 day guarantee was honored and all charges were removed leaving the account disconnected without a balance owed. An apology was provided to **. [redacted] for any inconvenience she experienced in 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,

Executive Customer Care Specialist

Consumer

Response:

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

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

Regards,

Review: over the course of sevral years dealing with this company I have put in several request to speak to management only to be turned off and ignored I was over billed several times for over 18 months and they only wanted to credit me for 2 months there hook up was cancelled on me with no notification several times after waiting all day for hook up and then told I needed to make arrangements for another day for hook up .they cancel my management request without ever talking to me they keep billing me even though they have disconnected my services without explanation .have had to spend hours on phone to lower employees who cannot assist you with anything other than telling you to pay them for the services you have not received among many other problems with this companyDesired Settlement: billing adjustment back to $0.00 and start from $0.00 to eliminate all this confusion or pay me back for all interruptions and over billing from my previous accounts and continuation of services or cancel services and payment of all overbilling of services plus payment for all my wasted time on phone and waiting for services and inconvenience for their failure to provide there services to me properly (contact me for any questions ) thank you

Business

Response:

December 27, 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 13, 2013

Re: [redacted]

[redacted]

Dear Sir/Madam:

This letter is in response to the complaint filed by [redacted], received in our office December 16, 2013 regarding a billing concern.

A Comcast representative spoke with **. [redacted] on December 18, 2013 and addressed his concerns. Credit adjustments were applied to **. [redacted]’s Comcast account on December 18, 2013for the activation and late fees along with a courtesy credit and an additional credit for the service issues experienced which resolved his billing concerns. The credits will be reflected on **. [redacted]’s billing statement dated December 21, 2013. In addition, a loyalty discount was added to **. [redacted]’s Comcast account on December 18, 2013. The discount is a 12 month offer which will expire on December 18, 2014.

Our records reflect **. [redacted]’s Comcast account was interrupted on December 13, 2013 due to the past due balance owed on the account. The service was restored on December 16, 2013 in the interest of good customer service. **. [redacted] agreed to make a payment to his account on December 21, 2013 in order to avoid a future interruption. **. [redacted] is aware of the balance reflected on his account.

An apology was provided to **. [redacted] for any inconvenience he experienced while attempting to further discuss his concerns.

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

Regards,

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. However I still do not agree with their policy they lost my payment and want me to pay a second time until which means that they are just being handed free money there mistake I should not have to pay for it the lost payment should be deferred until found in so I refuse to pay any money until it is resolved do to the fact that I did not lose payment they did I will only agree to pay what I owe which I still believe is less since I had to spend several hours on a phone getting transferred from one person to another and never getting anything resolved I have been a customer for 3 years and had nothing but problems I am turned off again because of non -payment of an amount that I have already paid they expect me to provide the proof of payment which was paid by my parents credit card who reside in a different state and are both medically unable to keep searching for this payment I did not agree to pay by the 21st of December I said if I can find proof of my $130.00 payment I would I was told that my billing date was on 12/21/2013 and I would be turned off again but I could call and ask for loyalty department which I did call and was told that there is not a loyalty department which means lied to again just like all the tickets put through telling me that I would talk to a manager and then being turned off yet again and then told that my tickets were closed out because whoever put them through put them through invalidly and instead of calling a customer to find out what is wrong they would rather inconvenience them I feel all my time spent on the phone is worth something they get paid to handle my call I should be reimbursed for my time having to keep explaining the same problem over and over again only to get told pay us or we shut you off if there was any other internet available in the area I would drop comcast quick they lie and just keep billing you then make up excuses and keep transferring you from one department to the next hoping you just give up and pay them what you ask I do not believe that their handling is acceptable but you have no choice you need internet they are only supplier I will be moving from detroit just so I have other options

Regards,

Review: Scheduled an upgrade in services a month ago. Requested new up to date DVR with upgrade of service as well as another box installation. Comcast installed old style DVR on 4/25/14 that does not work to this day. Same day I called and requested new box , they said no problem . Tech called on his way and I asked if he had new box he said no just old style. He said he called his supervisor and would have one brought out this past Saturday. Again a tech showed up to the house and said he was there to look at a self installed box, what?? He had no box and Comcast installed the box on Job Number [redacted]. Inexcusable. I called again and went thru the ridiculously long auto answer system and got another representative who wanted to schedule a 4th visit to install the correct box and charge me money to do it in 2 WEEKS really. Maybe Comcast should do it right the first time. It has already cost us time and money from work. The box we have still does not have all the channels working or on demand. I expect immediate response or I will order directDesired Settlement: I want this new X1 DVR delivered or mailed to my house no charge ASAP. I expect to be compensated for non working box not being able to utilize upgrade being charged for.

Business

Response:

May 28, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: May 5, 2014 Re: [redacted]Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office May 5, 2014 regarding a delivery issue. I communicated with **. [redacted] on May 7, 2014 via email to discuss his concerns. According to our records, **. [redacted] accepted a Double Play offer on April 9, 2014. The change of service was scheduled for April 25, 2014. On April 25, 2014 **. [redacted] contacted Customer service and requested an exchange of equipment from the HD/DVR to the X1 Platform. The technician was not prepared at the time of scheduled appointment and unfortunately did not have necessary equipment to complete the X1 switch over. A follow up service call was scheduled on April 27, 2014 to assist with a digital box issue. **. [redacted] cancelled the appointment and again requested the new equipment. On May 3, 2014 **. [redacted] verified the digital converter box was working. The order for the X1 was then entered and scheduled. The job was completed on May 10, 2014. I apologize for the miscommunication which led to multiple calls. The installation fees have been waived based on overall experience. I also applied one month of service to the account on May 23, 2014. The credit will appear on the June 23, 2014 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 888-966-7794 ext. 3028000. 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 5/19/14 I called Comcast because I wanted them to provide me with their high speed internet. Initially the account executive offered me a double play package and I informed her that I just needed internet services because I have a contract with [redacted] for cable/ satellite television. She took my order and gave me a great price for the high speed internet, and she scheduled my installation appointment for 5/21/14. I was not home at the time of installation but my father was there for me. When the technician arrived he cut off my [redacted] line, and hooked up a Comcast cable box and internet modem into that line. When I get home I notice the issue and call them (about 3 hours later) to explain what had happened. I spoke to about 5 different representatives and each one just transferred me around to a different department. I finally asked to speak to a supervisor and he scheduled for another technician to come to my house the next day to fix whatever the first technician had done wrong. Mind you,, I was on the phone for an hour and I have no cable television since 12:00pm on 5/21/14. It is 2:15pm on 5/22/14 and the second technician did not call or show up so now I am on the phone with Comcast again. They've been transferring back and forth to different departments, and I have been on the phone with them today for another hour. When a representative from cable support finally helped me she informed me that unfortunately they can not connect my [redacted] line for me that I would need to contact [redacted] for that, that the only thing they could do was to pick up their equipment (the cable box they left by mistake). That means that I wasted a day when someone could have just told me that from the beginning instead of misleading me to think that Comcast could actually help me with this issue.

If I would've known this was going to be such a [redacted] I would've never switched internet providers no matter how fast they say they are. Comcast's customer service sucks! Their account executives, as they call them, do not know anything of what they're doing. I can't believe they would let this happen to a customer and just simply say afterwards that they can not help with the situation. I am a very unhappy, unsatisfied and a very [redacted] customer.Desired Settlement: I would like for Comcast take off the installation charges since the installation was a disaster, and for them to refund me the money I will have to pay [redacted] to go and reinstall my satellite cable.

Business

Response:

June 5, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: May 22, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office May 22, 2014 in regard to disconnected services. I spoke with [redacted] June 2, 2014 and apologized that our technician disconnected her [redacted] service in error during her install on May 21, 2014. [redacted] confirmed the service was reconnected May 22, 2014. I advised a credit was applied on June 2, 2014 for the [redacted] reconnection fee and the internet install fees. Both credits will be reflected on the statement dated June 10, 2014. I apologized for the multiple calls [redacted] made and being transferred repeatedly to get her issues resolved. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ([redacted]. Regards, [redacted]Comcast Corporate Liaison

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: Service Details, cont.

Account Number

Billing Date

Comcast said you would credit my account for all the mistakes in billing me for getting me the right equipment for my service. Now Comcast is double charging me for a modem I do not have, have removed the credit on my account and then added it back on to my account for the same Self Install Kit they credit me for, Now Comcast is charging me for late fees.

for charges that they never should have charged me for in the first place. I even have it in writing that they would not bill me because it was there mistake.

Here is a copy of my last bill. Can you see below Comcast is double charging me for everything. On 05/01 Comcast gave me a credit $109.80, then on the same day 05/01 Comcast billed me $109.80, then on top of that on 5/09 you billed me again for the same install kit and Tech visit $62.94 which you credit me on 05/06 and I have in writing that you would not. And now Comcast has added on another $9.50 for admin fees and late charges, even when you told me to only pay the amount $163.19 and the credit would be applied to my account and bring my balance to $0. I had similar issue before when I moved from [redacted] to [redacted] and Comcast did not close my old account and sent me to collection, even after paying the old bill of $175.00 twice. It took me 4 months to get it off my credit report and to get removed from the Collection Agency and get my $175.00 dollars back.

They are even still billing (06-09-2014 Bill) me for 2 modems @ $7.00 when I only have one modem, and the Technician to all 5 of the wrong Install Kits they sent me in the first place, this is really bad customer service and they even advertise Customer Guarantee.

See below and I will attach a copy of the original bill and the email

Service Details, cont.

Account Number [redacted]

Billing Date 05/09/14

Total Amount Due $285.13

Payment Due By 05/30/14

Page 3 of 6

Partial Month Charges & Credits, cont.

6 days @ $0.2250/day based on a monthly rate

of $7.00

Total Partial Month Charges & Credits

$3.60

Other Charges & Credits

Self Install Kit - Adjustment 05/01 -29.95

Standard Shipping - Adjustment 05/01 -9.95

Standard Shipping - Adjustment 05/01 -9.95

Standard Shipping 05/01 9.95

Self Install Kit 05/01 29.95

Standard Shipping 05/01 19.90 Qty 2 @ $9.95 each

Hd Complete Xf Bundle - Adjustment 05/06 -20.00

Hd Complete Xf Bundle - Adjustment 05/06 -39.95

Self Install Kit 05/05 0.00

Failed Self Install 05/05 0.00

Change of Service 05/05 2.99

1 Product Install 05/09 20.00

Technician Visit 05/09 39.95

Univ. Connectivity Chg. - Recurring 0.69

Regulatory Recovery Fees - Recurring 0.59

Total Other Charges & Credits

$14.22Desired Settlement: I want Billing to be corrected, I want the Late fees removed, I want my credit restored, I want to be compensated for my lost of time (5 months) of trying to correct this issue, and I want and Apology and a Guarantee this will never happen again or my Service is free for a year. Otherwise I will take this matter to court for damages.

Business

Response:

June 13, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June12, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office on June 11, 2014 regarding a billing issue. On June 12, 2014, I spoke with **. [redacted] in regard to his concerns. A credit has been applied to his account on June 12, 2014 for modem charges, one late fee and technician service fee. The credit will appear on his next billing statement, which will be issued on July 9, 2014. The billing code related to the modem charge has been removed to avoid any future billing charges. **. [redacted] is aware the self-installation fee assessed on May 1, 2014 was removed on May 5, 2014 and viewable on his May 9, 2014 billing statement. I provided **. [redacted] with email confirmation of his account status on June 13, 2014. I apologized for any inconvenience her may have experienced while attempting 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]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: I have been trying to get service with Comcast sine June 6th and I has been more than what it has been worth. Pure aggravation. I was told they needed to put in new lines and did not call me to tell me that they had done this. I was told he was not coming out until today June 23rd. I call today and find that the account was deactivated and I was being charged 481 for an install that did not happen. I was told collections would have to delete the amount an that would take 5 days and I would need to call in 5 days to set up the service again. Are you kidding me. So I called back and was told I needed to pay the 481. I asked them for what because I do not have the service. I am so angry right now it's ridiculous. I have an 11 year old child. I am a single parent need tv, Internet and phone and alarm system and can't get anything.Desired Settlement: All I want is for my service to be on this is ridiculous.

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: June 24, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office June 24, 2014 referencing an installation request, being provided conflicting information and a credit request. I spoke with [redacted] on July 7, 2014 and confirmed the installation of new services was completed on July 5, 2014. I informed her that a credit was applied to the account on July 1, 2014 to cover the charges that were applied to the account in error. The credits applied will be listed on the July 7, 2014 billing statement. I apologized for receiving conflicting information regarding the date that the new line would be run. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted]Executive Customer Relations 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, [redacted]

Review: I have to deal with a billing problem dang near every month. The billing issue I am dealing with is at least 2-3 months old, and I am so tired of calling to try and get this problem fixed, or looked at, explained, etc. I am about to just give up, not pay my bill, and find someone else who can charge me the same price every month that I have agreed to. Initially, I lowered my package from Triple Play HD Preferred, to Triple Play HD. I noticed a few things were gone, so I shopped online as a new customer and noticed I could get the Triple Play HD Preferred (like I previously had) for a price of $119.99 and asked the CSR if there was any way possible that I could get the new customer price since I had been with Comcast for a few years now, she placed me on hold and to my surprise told me I could get that deal, so I was happy as could be, until I got my first bill. As usual, the billing was messed up (I've never had issues with the product, but ALWAYS with the billing.) I am so sick of the billing dept. I could care less if I had nothing but internet thru another company, just so I never have to pay Comcast another damn dime. I just got thru with receiving discounts for a year because of billing problems. How is it that noone has a problem with your product, but its ALWAYS and I mean ALWAYS the billing? Maybe if they billed people for what they have used, rather than services a month in advance, you could maybe make sense of your bills. I was given 3 months of movie channels ([redacted] and [redacted] because someone change my package and I lost my movie channels) and my wife has had to "buy" movies *OnDemand* that should be free because we have subscriptions. I have never in my life been so disgusted, pissed off, with any company as a whole as I am with Comcast and their billing/customer service dept. I have to threaten to change providers in order to get them to attempt to fix any problem I have. I am absolutely done with them, and I refuse to pay any bill I have until someone contacts me, and gets every damn thing straightened out. I don't care if this goes onto my credit report, it will be well worth it just so I make sure Comcast doesn't get another penny out of my pocket. I hope this gets my point across as to how pissed and dissatisfied with this company I am.Desired Settlement: I want this company to contact me, and provide me with at least 6 months (I deserve a year for the amount of problems I have encountered) complimentary service of HD Preferred Plus package, because I am tired of every month having to call and find out what I am being overcharged for that month.

Business

Response:

September 2, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 13, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office August 13, 2014 referencing a billing adjustment. I attempted to reach [redacted] using all methods provided, to discuss his concerns. Unfortunately, my attempts were unsuccessful. On August 26, 2014 [redacted]’s package was changed to Starter triple play package with preferred upgrade code, phone and blast internet service. The package also has free [redacted] and [redacted] with discounted [redacted] and [redacted] on a promotion. The promotion is from August 26, 2014 until September 7, 2015. The discounted [redacted] and [redacted] will be from May 6, 2014 until May 7, 2015. A prorate credit was applied on August 26, 2014 for billing issues. The credit will appear on his September 7, 2014 billing statement. A monthly billing credit was also applied to the account. The promotion will be available from August 26, 2014 until August 26, 2015. I would need to speak to [redacted] for any further assistance. 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, LionelComcast 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 not true.While there were credits made to my account, the representative did not try to contact me and discuss any problems as he stated. I to this day, do not have the services I was promised at a certain price point, and am having to make due, now with several hundreds of dollars in outstanding bills because I had to wait and wait for Comcast to do anything, again without contacting me about what was being done. Had I known Mr. Lionel was making credits to my account I would have started paying my balance off with them. I am going to pay my balance, but let it be known to the people at Comcast, I am very unhappy. I hope you don't take lightly to these "Business Professionals" lying to you about so-called resolutions.

Comcast came out on Friday, January 23 and also Thursday, January 29 to try to find out what the problem is with my phone that keeps dropping calls....was sent to escalation team which I was told it could take 10 days for them to resolve the problem. Called back on February 2 and received the same old story about the escalation team......my phone issues are getting worse by the day. Thursday Feb 5th called Comcast as issues are getting worst and drops calls regularly....called at 8 am ...they are sending out a senior tech on Friday, February 6 between 12:30 and 2:30 PM… We'll see if this fixes the problem...Pete Smith comes by and says they think it is a "noise floor sector issue" and hopes to have it fixed by the middle or the following week which would be about February 11th....more problems as TV is freezing up and Internet is freezing up…call Comcast up on Friday, February 13 as TV is still having issues and phone is dropping calls…. Got pushed from one department to another and finally the call dropped...unbeknownst to me, Comcast set appointment up for the following day which is Saturday and I'm going to be out of town… They never told me about the appointment and the only way that I knew about it was I went online and saw the schedule appointment at that time… Needless to say, I had to recall Comcast and cancel the appointment and have a new one for Monday February 16 between 730 and 9:30 AM… Technician comes out and he says there's a bad connection at the box and he put a new connector on and said to keep our fingers crossed and hope that that solves the problem… Around lunch time Danny C[redacted] Supervisor for Pete S[redacted] called me and asked if things were going okay… I told him about the Comcast appointment that had happened previously that morning and he said if I had any more problems to call him directly as sending technicians out is not going to resolve the issues… .On Wednesday, February 25 service went off for about 20 minutes in the morning, no Internet TV or phone…called customer service on Monday March 9 and had 30.00 deducted off bill (had 24.99 credit already applied to bill)... My total amount that I paid was $70.36...she said they were doing an emergency ticket to try to get this thing resolved… She also said that more credits will be coming once this is fixed....and I told her that it wasn't fair for me to be paying in advance for service that I am not getting and if worse came to worse that I will cancel my service and break the two-year contract and I had every right to do it since they can’t provide the service and I will go back to Verizon…Friday July 3 called because my HDMI cable will not work so I had to switch to a co axel cable and the tv is now working ... I think the port in set up box is bad.. I got bounced from 1 dept. to another…. 1st dept was customer service than tech support and then transferred to solutions dept and then to xfinity setup box expert dept and was on hold for 15 mins waiting to be answered .. I was on phone for total of 38 mins before I got frustrated and hung up...
Worst customer service ever !! Rudest people that just love to put the customer on hold for long periods of time !!!! Don't waste your time by going to Comcast, pay a little more somewhere else and be happy with no problems !!!

Over the last three months we have experienced continued disruption in our cable and Internet service with Comcast and have spent numerous hours on the phone trying to resolve our issues as follows:
- internet down (typically happens three times a week and need to reboot)
- cable outage or cable box not responding
- dvd not working on cable
- new service box not operating
- billed for a movie/product we didn't purchase
- provider did not come for scheduled service call
We are so frustrated with the lack of service and inability to access our internet and the amount of time spent to resolve these issues with no resolution, that we will be canceling our service with them if it's not resolved by 8/3/15, which is the next available date to receive service. The amount of money that we spend is not with the product or frustration and the fact that they are the only cable provider for the Grosse Pointe area is extremely annoying and seems completely unfair.nwell I'm done being a victim of Comcast and their terrible products/service....I'm even willing to give up the Disney and sports packages as a result of all this frustration and bad service. I think Comcast needs to be replaced by another provider because this monopoly has gone on long enough! I will be turning to Amazon; U Verse or Verizon from now on! I feel sorry for anyone still stuck with Comcast!

I made an arrangement with them on August 1st to pay them on August 19th. I call back today to see if there are any options to modify the payment - they tell me the arrangement I was given is invalid - they place me on hold - they delete my payment set up I had set up for 8/19 without my permission - and tell me I can either pay them with a post dated payment on August 17th or they will shut me off and that once I make the arrangement from my debit card for 8/17 that I can't change it or delete it. It is unacceptable that because a customer service representative gave me an arrangement that was invalid that I as the customer have to pay be punished for it. Extremely upset and preparing to no longer be a customer.

This is the worst customer service I have ever dealt with. The cable line in my yard is still not buried after waiting two month, they didn’t even use direct burial, just regular cable. Also, my green box at the street is cracked and is exposed to weather. On top of which now I have to pay for a service that I can’t even receive… Details below of my experience.
9/3/2015 - Called to get the cable line reburied in my yard that goes to the house, and replace the broken green box near the street The crew that buried it never used direct burial, and only buried it around an inch or less. So the line started coming up..
9/17/2015 – Called to check the status and was told to give them more time..
10/6/2015 – Called to check the status to have the work completed that was requested on 9/3/2015. They stated my ticket was canceled and they were going to have the ticket escalated and it would be completed on 10/8/2015.
10/19/2015 – Called to check the status, work still not completed. Was told that the person on 10/6/2015 entered the wrong ticket and they needed to enter a new one. They stated that they were going to monitor my ticket and I would receive a call back on 10/20/2015 from the supervisor letting me know the status… Call back never happened.
10/21/2015 – Called to talk to a supervisor, I let the agent know I never received a call back from a supervisor the day before as I was promised… They stated the supervisor was busy and took my name and number and would call me back in 5-10 mins. Never called back...
10/22/2015 – Called to let them know I never received a call back. Supervisor would still not get on the phone with me...but they did let me know they saw my ticket in the system to be done. Agent was not professional.
10/22/2015 – I received a new cable box with my new contract. I needed help to set it up. I called a total of 4 times, the first three times I was talking with someone and they were letting me know what to do and then the line would go dead, not on my end, on comcast… on the 3rd time I told the person what was happening and to please call me back if they are disconnected with me.. It went dead during our call and she never called me back. Called on the 4th time, asked for a supervisor, the supervisor would not come on, so the person tried to help me… Once she couldn’t get it to work she told me that I would be charged $40 to have a tech come out … I example I just wasted 2 ½ hours on this and she didn’t care.. And she stated that if I wanted to cancel my services that would be fine.
Very Unprofessional Experience.
Line is still not buried, green box is still broke, & and not cable TV that I have to pay for...

I purchased Xfinity internet service last week with a 100.00 deposit. It was installed on Sunday Nov. 8th. I received an email today saying my service was disconnected as requested. I called them because I did not request to end my service. I was told yes we know you didn't request to disconnected your services but we did because someone with the same last name as yours that lived at this address in 2010-2011 have a bill and no it's not your name but maybe a relative put the bill in your name so we check this after you have been approved and we tried calling you twice so we disconnect the services. So because they have my same last name and lived there before me I'm responsible for the bill? They said no, but they will not be able to service me as long as I'm at this address. I called Corporate and they told me that I would have to go into a location to show them my ID to prove I am who I say I am. Let me tell you guys this was for internet services only...nothing else. So I said no, I'll go with another company. I took the equipment to UPS Store and called them for my refund of the 100.00 which they told me I would receive back after I return the equipment. Hopefully, I won't have to take legal action if the don't refund my money. This is so crazy.

I have Comcast basic cable provided through my complex HOA, the week of Dec 1 -4th my service was shut off due to non-payment. When I contacted Comcast I was told there was no breakdown of my bill and that my HOA had not paid the bill since September. When I reached out to my HOA and they called in, they were told it was for a PPV in the amount of $49 and 2 movies which should have been around $60. The bill was for $110, and every time I called in I was treated with the absolute worst customer service imaginable. Even after speaking with supervisors I was told repeatedly that there was nothing they could do and I was lied to on almost every call because the story of the bill breakdown always changed. I didn't receive an actual bill or call until the week of the 1-4th and my services were shut off that exact week. Even though I let them know I never received bills because service was provided through HOA I was told pay the bill or tough luck. I let them know my financial situation currently and I was told the best they could do was offer me 3 free months of HBO even though I told the supervisor I don't watch TV and the only reason I have Comcast is because the HOA provided it. I also let them know when I tried to set up internet service I was lied to about prices on every call and instead of agents trying to listen to calls all they did was try to resell me! I went to social media to vent my frustrations and was contacted by Comcast Cares on Twitter, after 2 days of no response after I was told by an anonymous "QL" my issue would be resolved I have finally come to the Revdex.com. I'm sickened by the hours I've spent on the phone trying to get assistance, the lies, and the worst customer service possible! Comcast even after letting them know I'm a current military member has made me feel like I don't matter at all. I now have a bill of $120 from late fees, ppv, movies, all because they could never get their story straight each time I called in and would not do anything to assist me except offer me 3 free months of HBO.