July 13, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: July 1, 2016
[redacted]
...
[redacted]
Addison, IL [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding promotional rates.
On July 8, 2016, I spoke with [redacted] via email and a 12 month promotional rate for Performance internet has been applied to the account effective July 8, 2016 until July 8, 2017. At the conclusion of the promotion, standard retail rates will apply. An apology was extended for any inconvenience experienced while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Ext. [redacted].
.
Regards,
Rashea C.
Executive Customer Relations
January 6, 2017
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: December 28, 2016
[redacted]....
[redacted]
[redacted] Avenue SW
Wyoming, MI 49519
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a downgrade request.
On December 29, 2016, I corresponded with Ms. [redacted] via e-mail to address her concerns. The account was downgraded to the Blast Internet only service at the retail rate on January 2, 2017. In regards to the equipment concern, to reach a satisfactory resolution, the equipment was removed from the account on December 30, 2016. A credit was applied to the account on January 3, 2017 for the charges associated with the equipment. The credit will be reflected on the billing statement dated January 17, 2017. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Ext. 3693773.
Regards,
Allianna M.
Executive Customer Care Specialist
October 27, 2017
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: October 12, 2017
[redacted]...
[redacted] [redacted] South Jordan, UT [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding service issues.
I made several attempts to contact [redacted] using all available contact methods. While my attempts were unsuccessful, our records indicate on October 11, 2017, [redacted] accepted a 12 month XFINITY Internet Plus Choice contractual agreement with Blast! Pro speed increase of up to 200 Mbps, effective October 11, 2017 through October 10, 2018. On October 11, 2018, standard retail rates will apply. Contact with [redacted] is necessary to address any additional service concerns. I apologize for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####
Extension [redacted].
Regards,
Tina R.
Executive Customer Relations
[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]We are not accepting a closed ticket for this issue. The tech that came to ourhome stated our service was improperly completed back in November 2015, the tech did not make the connection from our home to the pole as instructed correctly. The wiring had to be replaced as well as the box in our master bedroom because the box was "fried". The modem had error messages that should have been registered with comcast from January -May as been no full signal. The credit for Internet service from January to current should have been over $200.00 and not $18.00. We only requested the reimbursement for our Internet and not cable TV and that is more than fair. Andrea was made aware of the credit and the dollar amount and stated she wanted to see the work completed before issuing any additional credits. Comcast as of May 16, 2016 had debited over $216.00 from my bank account without any authorization. They processed a debit on may 16, 2016 and issued another debit today for the same amount. I have called Andrea several times today and left messages and have not talked to her. I spoke to another executive person who stated Andrea would have to make the correction to the credit because she closed the ticket out because she stated [redacted] advised her everything was working correctly, that is not true. I talked with someone on Friday that was going to keep the ticket open until yesterday for us to check to see how the service did over the weekend and we would discuss it on yesterday, but no one has called to review or nothing. Comcast is doing some fraud issues with my bank account. They have never suppose to keep my checking or debit information on file for any further use and now my account is in the negative due to their system. No this ticket should not be closed unless they want me to reopen another one. All we are asking for is the Internet charges from January -May, but if they want us to include the none working cable as well we can. This has gone to far and to trust that Andrea was going to be fair and issue the correct credit was is trusting her word, but not for $18.00. [redacted] & [redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
November 3, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: October 18, 2016
...
[redacted]
[redacted] Philadelphia, PA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing issue.
On October 19, 2016, I spoke with [redacted] and a credit was applied to the account on October 19, 2016 for the installation fee. Also, a credit was applied to the account on October 19, 2016 for the inconvenience that [redacted] experienced. The credits appeared on the billing statement issued on October 20, 2016.
In addition, I provided an explanation regarding the current promotional rate and duration of the promotion. Our records indicate on September 3, 2015, a 24 month transitional promotional rate for the Performance Internet service was applied to the account effective September 3, 2015 through September 2, 2017.
The first year promotional rate was effective September 3, 2015 through September 2, 2016 and on September 3, 2016, the pricing increased to the second year promotional rate, which was effective through September 2, 2017. I advised [redacted] when he transferred service to another address on July 30, 2016, the promotional terms and duration continued at the new address.
As a courtesy, a 12 month promotional rate for the Performance was applied to the account, effective October 19, 2016 through October 18, 2017. At the conclusion of the promotion, standard retail rates will apply. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### between the hours of 8:30AM to 5:00 PM, Monday through Friday.
Regards,
Kimberly L.
Executive Customer Relations
[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.]
Revdex.com:
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]
I'm accepting the response at this time, however I still don't appreciate that I have no choice in my internet or cable provider. Because I cannot get service from another vendor I am locked into whatever Xfinity has to offer. Thanks to everyone involved who resolved this issue. Sincerely, [redacted].
August 21, 2017Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted] Date of Notice: August 3, 2017 [redacted] [redacted] [redacted] Washington, DC [redacted]Dear Sir/Madam:This letter is in response to the...
above-referenced complaint filed by [redacted] regarding a billing concern. On August 8, 2017, I spoke with [redacted] and provided a detailed explanation of the overall bill which included monthly charges, promotional timelines and outstanding balance and prorates. [redacted] was subscribed to 12 month Promotional offer for Performance Internet effective from February 11, 2016 through February 11, 2017. On March 27, 2017, [redacted] was enrolled into a package for Internet Plus effective April 11, 2017 through April 11, 2018. This service rate does not include equipment, taxes and fees. At the conclusion of the promotion, standard retail rates will apply.On August 8, 2017, a credit was applied to the account for the difference billed for services upon the rate increase. This credits will not appear on a billing statement as the account was disconnected with an effective date of June 12, 2017. [redacted] is aware of the final balance owed which proof of payment is required to avoid any future collection actions. I apologized for any inconvenience and overall experience while attempting to resolve this matter. I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards,Sherry T.Executive Customer Relation
To Revdex.com :I would like to forward correspondence with Comcast , to make sure that we are on the same page now and for future issues that may come up ( for your records) :( Thank you so much for all your help and God bless your office!!!!)Mr Corey I[redacted],Thank you for contacting me regarding my billing issues.I will be waiting for your written clarification as per our telephone conversation.If I understood it right, this is the recap of what my bill is all about.I am paid from :October 22- November 22November 22, 2015- December 22The bill that I received via online that has a due date of Jan 6th is the payment for December 22-January 22and I will not be charge for late fees if I do not pay it by Jan 6th. You also have verbalized that I have 45 days to pay the bill and not be charged late.Thanks and please reply back.[redacted] [redacted]Mon 12/28/2015 10:42 PM[redacted],Yes this is correct regarding your billing.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Chris at Comcast was very helpful and extremely quick in resolving this matter. I still stand by the reasoning for filing the complaint but I appreciate the quick manner in which it was taken care of.
Regards,
[redacted]
September 29, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted]Date of Notice: September 15, 2016[redacted]
[redacted] Southgate, MI [redacted]Dear Sir/Madam:This letter is in response to...
the above-referenced complaint filed by [redacted] regarding a billing concern. On September 15, 2016, I spoke with [redacted] and advised effective August 28, 2016, Comcast transitioned [redacted] account to a new billing system which changed the account number. Our records indicate [redacted]’ payment was processed to the previous account number rather than the new account number. On September 14, 2016, [redacted]’ payment was processed to the correct account. Additionally, a credit was applied to the account on September 14, 2016 for a late fee. As a courtesy, an additional credit was applied to the account on September 15, 2016. The credits will reflect on the next billing statement dated October 4, 2016. I apologized for any inconvenience experienced while attempting to resolve this matter. I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Extension #[redacted]. Regards,Heather M. Executive Customer Care Specialist
January 31, 2018
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: January 12, 2018
...
[redacted] [redacted] DeKalb, IL [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding promotional rates.
On January 31, 2018, I spoke with [redacted] and explained a 12-month promotional rate for the Performance Internet service with a Blast Speed Increase was applied to the account effective January 18, 2018 through January 17, 2019. At the conclusion of the promotion, standard retail rates will apply. A credit was applied to the account on January 22, 2018 as a courtesy. The credit will appear on the next billing statement, which will be issued on February 16, 2018. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Extension [redacted].
Regards,
Latania H.
Executive Customer Relations
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you so much for helping me with this problem. I am very satisfied.
Regards,
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Perhaps COMCAST can follow through with better customer service and not have the consumer take such actions. This should have been handled in the local office and not through their corporate office nor the Revdex.com. Thank you for your time and assistance.
Regards,
[redacted]
January 12, 2017
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: 01/04/2017
...
[redacted]. [redacted]
[redacted] Street
Florence, MA 01062
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted]. [redacted] regarding a billing explanation request.
On January 4, 2017, I spoke with Mr. [redacted] and explained that the contract terms agreed upon at the time of his subscription in July 2015 do not include the cost of the High Definition service, however, a 12 month promotion for that service was applied to his account in November 2015, but has expired.
As a good will gesture another 12 month discount has been applied to Mr. [redacted]’s account and backdated to the November 17, 2016, the date the previous High Definition promotion ended. This will end on November 16, 2018, when the standard rate will apply. This discount will be reflected on the on February 1, 2017 billing statement.
The appropriate expectations have been set in regards to the contract terms, duration and overall estimated monthly costs. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
Regards,
Henry P.
Executive Customer Relations
[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]
Complaint: [redacted]
I am rejecting this response because:I am not looking for an adjustment, I would like the cancellation fee that I was informed of by a representative from Comcast, had I known the cancellation fee or if I had a copy of my agreement I would not have contacted you all. But, since I did not I went to your company seeking information that your employees should have the correct answer to, whether they do or not is not my concern.
Regards,
[redacted]
May 1 2017
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: April 25, 2017
...
[redacted] [redacted]
Houston, TX [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing explanation request.
On April 25, 2017, I spoke with [redacted], an authorized user on the account, and provided a detailed explanation of the overall bill. On March 09, 2017, [redacted] had services installed by a technician at which time she was billed for an install fee. However, the cable box that was installed was not working with the voice remote. On March 23, 2017, [redacted] called and spoke with a Comcast representative at which time a new cable box was shipped to the residence.
On March 23, 2017, a courtesy credit was applied to [redacted] account to waive half of the install fee due to the cable box not working. The credit reflected on the April 4, 2017 billing statement. On April 24, 2017, [redacted] spoke with a Comcast representative at which time a credit was applied to waive the remaining portion of the install fee, as well as an additional credit issued to waive a self-installation fee. These credits will reflect on the May 4, 2017 billing statement. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Extension [redacted].
Regards,
Fabian R.
Executive Customer Relations
February 2, 2018
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: January 14, 2018
[redacted]
[redacted], Apartment * Boca Raton, FL 33428
Dear...
Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding XFINITY Mobile service.
On January 17, 2018, I spoke with [redacted] and removed the device payment plan from the original returned device. I adjusted the credit amount for the account on January 17, 2018, to honor the amount of credit that was promised. The credit will be applied to the next billing statement and each upcoming billing statements until the full credit amount is depleted. Also, a refund was applied to the account on January 17, 2018, for the device and restocking fee. The refund will be received back on the credit card within 3-5 business days. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
Regards,
Levi T.
XFINITY Mobile Specialist, Tier 2
[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.]
Revdex.com:
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 wish Comcast would have provided the right information from the start instead of lingering this for over 2 months.
Regards,
[redacted]
April 15, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number: [redacted]
Date of Notice: April 11, 2016
Re: [redacted]
[redacted]...
[redacted]
Vero Beach, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office April 11, 2016 in regard to a billing explanation request.
I spoke with [redacted] on April 12, 2016 and provided a detailed explanation of the overall bill to include the payment history and balance. I explained that on February 04, 2016, a payment was processed and applied to the account. An additional request was made to process a payment on February 07, 2016, as part of a payment arrangement to avoid service interruption. I explained that the payments can be viewed on the February 14, 2016 billing statement.
On April 12, 2016 a courtesy credit was applied to the account. On April 13, 2016, an additional credit was applied for the unreturned equipment charges. I advised [redacted] that the account is disconnected and reflects a zero balance.
I apologized for any inconvenience experienced 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,
Gwendolyn G
Executive Customer Relations
July 14, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: June 29, 2016
...
[redacted] [redacted]
[redacted]
Canton, GA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding an installation request.
On July 6, 2016, I spoke with [redacted] and advised that due to the address in question being located too far from the nearest plant, the address is not serviceable at this time. Therefore, we will not be able to complete the installation for Comcast Business Class service. I apologized for any inconvenience and frustration experienced while attempting to resolve this concern.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me ###-###-####.
Regards,
Jason M.
Executive Customer Relations
###-###-####
July 13, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: July 1, 2016
[redacted]
...
[redacted]
Addison, IL [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding promotional rates.
On July 8, 2016, I spoke with [redacted] via email and a 12 month promotional rate for Performance internet has been applied to the account effective July 8, 2016 until July 8, 2017. At the conclusion of the promotion, standard retail rates will apply. An apology was extended for any inconvenience experienced while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Ext. [redacted].
.
Regards,
Rashea C.
Executive Customer Relations
January 6, 2017
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: December 28, 2016
[redacted]....
[redacted]
[redacted] Avenue SW
Wyoming, MI 49519
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a downgrade request.
On December 29, 2016, I corresponded with Ms. [redacted] via e-mail to address her concerns. The account was downgraded to the Blast Internet only service at the retail rate on January 2, 2017. In regards to the equipment concern, to reach a satisfactory resolution, the equipment was removed from the account on December 30, 2016. A credit was applied to the account on January 3, 2017 for the charges associated with the equipment. The credit will be reflected on the billing statement dated January 17, 2017. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Ext. 3693773.
Regards,
Allianna M.
Executive Customer Care Specialist
October 27, 2017
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: October 12, 2017
[redacted]...
[redacted] [redacted] South Jordan, UT [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding service issues.
I made several attempts to contact [redacted] using all available contact methods. While my attempts were unsuccessful, our records indicate on October 11, 2017, [redacted] accepted a 12 month XFINITY Internet Plus Choice contractual agreement with Blast! Pro speed increase of up to 200 Mbps, effective October 11, 2017 through October 10, 2018. On October 11, 2018, standard retail rates will apply. Contact with [redacted] is necessary to address any additional service concerns. I apologize for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####
Extension [redacted].
Regards,
Tina R.
Executive Customer Relations
[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]We are not accepting a closed ticket for this issue. The tech that came to ourhome stated our service was improperly completed back in November 2015, the tech did not make the connection from our home to the pole as instructed correctly. The wiring had to be replaced as well as the box in our master bedroom because the box was "fried". The modem had error messages that should have been registered with comcast from January -May as been no full signal. The credit for Internet service from January to current should have been over $200.00 and not $18.00. We only requested the reimbursement for our Internet and not cable TV and that is more than fair. Andrea was made aware of the credit and the dollar amount and stated she wanted to see the work completed before issuing any additional credits. Comcast as of May 16, 2016 had debited over $216.00 from my bank account without any authorization. They processed a debit on may 16, 2016 and issued another debit today for the same amount. I have called Andrea several times today and left messages and have not talked to her. I spoke to another executive person who stated Andrea would have to make the correction to the credit because she closed the ticket out because she stated [redacted] advised her everything was working correctly, that is not true. I talked with someone on Friday that was going to keep the ticket open until yesterday for us to check to see how the service did over the weekend and we would discuss it on yesterday, but no one has called to review or nothing. Comcast is doing some fraud issues with my bank account. They have never suppose to keep my checking or debit information on file for any further use and now my account is in the negative due to their system. No this ticket should not be closed unless they want me to reopen another one. All we are asking for is the Internet charges from January -May, but if they want us to include the none working cable as well we can. This has gone to far and to trust that Andrea was going to be fair and issue the correct credit was is trusting her word, but not for $18.00. [redacted] & [redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
November 3, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: October 18, 2016
...
[redacted]
[redacted] Philadelphia, PA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing issue.
On October 19, 2016, I spoke with [redacted] and a credit was applied to the account on October 19, 2016 for the installation fee. Also, a credit was applied to the account on October 19, 2016 for the inconvenience that [redacted] experienced. The credits appeared on the billing statement issued on October 20, 2016.
In addition, I provided an explanation regarding the current promotional rate and duration of the promotion. Our records indicate on September 3, 2015, a 24 month transitional promotional rate for the Performance Internet service was applied to the account effective September 3, 2015 through September 2, 2017.
The first year promotional rate was effective September 3, 2015 through September 2, 2016 and on September 3, 2016, the pricing increased to the second year promotional rate, which was effective through September 2, 2017. I advised [redacted] when he transferred service to another address on July 30, 2016, the promotional terms and duration continued at the new address.
As a courtesy, a 12 month promotional rate for the Performance was applied to the account, effective October 19, 2016 through October 18, 2017. At the conclusion of the promotion, standard retail rates will apply. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### between the hours of 8:30AM to 5:00 PM, Monday through Friday.
Regards,
Kimberly L.
Executive Customer Relations
[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.]
Revdex.com:
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]
I'm accepting the response at this time, however I still don't appreciate that I have no choice in my internet or cable provider. Because I cannot get service from another vendor I am locked into whatever Xfinity has to offer. Thanks to everyone involved who resolved this issue. Sincerely, [redacted].
August 21, 2017Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted] Date of Notice: August 3, 2017 [redacted] [redacted] [redacted] Washington, DC [redacted]Dear Sir/Madam:This letter is in response to the...
above-referenced complaint filed by [redacted] regarding a billing concern. On August 8, 2017, I spoke with [redacted] and provided a detailed explanation of the overall bill which included monthly charges, promotional timelines and outstanding balance and prorates. [redacted] was subscribed to 12 month Promotional offer for Performance Internet effective from February 11, 2016 through February 11, 2017. On March 27, 2017, [redacted] was enrolled into a package for Internet Plus effective April 11, 2017 through April 11, 2018. This service rate does not include equipment, taxes and fees. At the conclusion of the promotion, standard retail rates will apply.On August 8, 2017, a credit was applied to the account for the difference billed for services upon the rate increase. This credits will not appear on a billing statement as the account was disconnected with an effective date of June 12, 2017. [redacted] is aware of the final balance owed which proof of payment is required to avoid any future collection actions. I apologized for any inconvenience and overall experience while attempting to resolve this matter. I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards,Sherry T.Executive Customer Relation
To Revdex.com :I would like to forward correspondence with Comcast , to make sure that we are on the same page now and for future issues that may come up ( for your records) :( Thank you so much for all your help and God bless your office!!!!)Mr Corey I[redacted],Thank you for contacting me regarding my billing issues.I will be waiting for your written clarification as per our telephone conversation.If I understood it right, this is the recap of what my bill is all about.I am paid from :October 22- November 22November 22, 2015- December 22The bill that I received via online that has a due date of Jan 6th is the payment for December 22-January 22and I will not be charge for late fees if I do not pay it by Jan 6th. You also have verbalized that I have 45 days to pay the bill and not be charged late.Thanks and please reply back.[redacted] [redacted]Mon 12/28/2015 10:42 PM[redacted],Yes this is correct regarding your billing.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Chris at Comcast was very helpful and extremely quick in resolving this matter. I still stand by the reasoning for filing the complaint but I appreciate the quick manner in which it was taken care of.
Regards,
[redacted]
September 29, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted]Date of Notice: September 15, 2016[redacted]
[redacted] Southgate, MI [redacted]Dear Sir/Madam:This letter is in response to...
the above-referenced complaint filed by [redacted] regarding a billing concern. On September 15, 2016, I spoke with [redacted] and advised effective August 28, 2016, Comcast transitioned [redacted] account to a new billing system which changed the account number. Our records indicate [redacted]’ payment was processed to the previous account number rather than the new account number. On September 14, 2016, [redacted]’ payment was processed to the correct account. Additionally, a credit was applied to the account on September 14, 2016 for a late fee. As a courtesy, an additional credit was applied to the account on September 15, 2016. The credits will reflect on the next billing statement dated October 4, 2016. I apologized for any inconvenience experienced while attempting to resolve this matter. I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Extension #[redacted]. Regards,Heather M. Executive Customer Care Specialist
January 31, 2018
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: January 12, 2018
...
[redacted] [redacted] DeKalb, IL [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding promotional rates.
On January 31, 2018, I spoke with [redacted] and explained a 12-month promotional rate for the Performance Internet service with a Blast Speed Increase was applied to the account effective January 18, 2018 through January 17, 2019. At the conclusion of the promotion, standard retail rates will apply. A credit was applied to the account on January 22, 2018 as a courtesy. The credit will appear on the next billing statement, which will be issued on February 16, 2018. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Extension [redacted].
Regards,
Latania H.
Executive Customer Relations
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you so much for helping me with this problem. I am very satisfied.
Regards,
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Perhaps COMCAST can follow through with better customer service and not have the consumer take such actions. This should have been handled in the local office and not through their corporate office nor the Revdex.com. Thank you for your time and assistance.
Regards,
[redacted]
January 12, 2017
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: 01/04/2017
...
[redacted]. [redacted]
[redacted] Street
Florence, MA 01062
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted]. [redacted] regarding a billing explanation request.
On January 4, 2017, I spoke with Mr. [redacted] and explained that the contract terms agreed upon at the time of his subscription in July 2015 do not include the cost of the High Definition service, however, a 12 month promotion for that service was applied to his account in November 2015, but has expired.
As a good will gesture another 12 month discount has been applied to Mr. [redacted]’s account and backdated to the November 17, 2016, the date the previous High Definition promotion ended. This will end on November 16, 2018, when the standard rate will apply. This discount will be reflected on the on February 1, 2017 billing statement.
The appropriate expectations have been set in regards to the contract terms, duration and overall estimated monthly costs. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
Regards,
Henry P.
Executive Customer Relations
[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]
Complaint: [redacted]
I am rejecting this response because:I am not looking for an adjustment, I would like the cancellation fee that I was informed of by a representative from Comcast, had I known the cancellation fee or if I had a copy of my agreement I would not have contacted you all. But, since I did not I went to your company seeking information that your employees should have the correct answer to, whether they do or not is not my concern.
Regards,
[redacted]
May 1 2017
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: April 25, 2017
...
[redacted] [redacted]
Houston, TX [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing explanation request.
On April 25, 2017, I spoke with [redacted], an authorized user on the account, and provided a detailed explanation of the overall bill. On March 09, 2017, [redacted] had services installed by a technician at which time she was billed for an install fee. However, the cable box that was installed was not working with the voice remote. On March 23, 2017, [redacted] called and spoke with a Comcast representative at which time a new cable box was shipped to the residence.
On March 23, 2017, a courtesy credit was applied to [redacted] account to waive half of the install fee due to the cable box not working. The credit reflected on the April 4, 2017 billing statement. On April 24, 2017, [redacted] spoke with a Comcast representative at which time a credit was applied to waive the remaining portion of the install fee, as well as an additional credit issued to waive a self-installation fee. These credits will reflect on the May 4, 2017 billing statement. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Extension [redacted].
Regards,
Fabian R.
Executive Customer Relations
February 2, 2018
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: January 14, 2018
[redacted]
[redacted], Apartment * Boca Raton, FL 33428
Dear...
Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding XFINITY Mobile service.
On January 17, 2018, I spoke with [redacted] and removed the device payment plan from the original returned device. I adjusted the credit amount for the account on January 17, 2018, to honor the amount of credit that was promised. The credit will be applied to the next billing statement and each upcoming billing statements until the full credit amount is depleted. Also, a refund was applied to the account on January 17, 2018, for the device and restocking fee. The refund will be received back on the credit card within 3-5 business days. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
Regards,
Levi T.
XFINITY Mobile Specialist, Tier 2
[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.]
Revdex.com:
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 wish Comcast would have provided the right information from the start instead of lingering this for over 2 months.
Regards,
[redacted]
April 15, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number: [redacted]
Date of Notice: April 11, 2016
Re: [redacted]
[redacted]...
[redacted]
Vero Beach, FL [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office April 11, 2016 in regard to a billing explanation request.
I spoke with [redacted] on April 12, 2016 and provided a detailed explanation of the overall bill to include the payment history and balance. I explained that on February 04, 2016, a payment was processed and applied to the account. An additional request was made to process a payment on February 07, 2016, as part of a payment arrangement to avoid service interruption. I explained that the payments can be viewed on the February 14, 2016 billing statement.
On April 12, 2016 a courtesy credit was applied to the account. On April 13, 2016, an additional credit was applied for the unreturned equipment charges. I advised [redacted] that the account is disconnected and reflects a zero balance.
I apologized for any inconvenience experienced 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,
Gwendolyn G
Executive Customer Relations
July 14, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted]
Date of Notice: June 29, 2016
...
[redacted] [redacted]
[redacted]
Canton, GA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding an installation request.
On July 6, 2016, I spoke with [redacted] and advised that due to the address in question being located too far from the nearest plant, the address is not serviceable at this time. Therefore, we will not be able to complete the installation for Comcast Business Class service. I apologized for any inconvenience and frustration experienced while attempting to resolve this concern.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me ###-###-####.
Regards,
Jason M.
Executive Customer Relations
###-###-####