[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 to discount my Internet-only service to the same price as my previous package is satisfactory to me. However, I would like to note that this Broadcast Fee WAS NOT mentioned in any advertising material nor during initiating my contract and should be noted more clearly in the future to prevent such misunderstandings. I would like to thank the Customer Services department for their patience in correcting this issue for my account.
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, provided that the "correction" actually means that the amount billed monthly from this point forward is $24.99. Please clarify that the correction means that the correct amount will be billed (24.99/mo) from this point forward.
Regards,
[redacted]
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:Just your standard bait and switch con. You sign up for services and are promised no price increase for 2 years. That was in October. All I did in January was upgrade to more channels not extend my contract to 2 years. Never talked to anybody in January all done on the tv with the remote, just added more channels is all. Not HD. They have the conversion recorded in October and was promised no price increase. Please provide the recording for January. They want to blame the price increase on the technician installing the wrong equipment. That's is crap and a lie. He installed exactly what they told him to install and then several months oh we do an audit and you have the wrong equipment. Then Comcast takes a loss not me. I told them in October exactly what I want and they lied about the price. Call and asked to speak to a supervisor and got hung up on. Called again and they left me on hold for one hour. Nobody came to the phone. Called the next day and was told to meet them half way on the cost. I told them no...they need to honor the two year agreement and since they breached the agreement I have switched to satellite. It's always the same ole same ole with Comcast. I signed up several years ago for internet for 12 months with no price guarantee. Within 2 months there calling me saying my special promotion rate is fixing to expire. I told them my plan was good for 12 months. Next month they called again saying price going up because my special promotion rate was over. I once again told them my plan was good for 12 months. I advised them if they called again I would cancel. They did not call again. Comcast is all about quoting you a good price and then once you get there service they try and quickly raise your bill. I was promised in October my bill would not go up for two years. MY FAULT. Should not have believed Comcast. So now since they tried to get an extra $ 20.00 after only 4 months they will get nothing because they are nothing but greedy little bs. I refuse to pay the early termination fee,and will sell there equipment on [redacted]. Plan and simple they got caught with there scam. I promise never to do business with them ever.
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 our firm. Comcast has provided us with contact information to allow our firm to follow-up with them directly to secure support if we experience any additional service issues. Please accept our gratitude for assisting us to secure the support we needed from Comcast to resolve the service issues we were experiencing.
Regards,
[redacted]
June 13, 2017 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted] Date of Notice: May 30, 2017 [redacted] P.O. Box [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 May 31, 2017, I spoke with [redacted] and provided a detailed explanation of the overall bill, which included monthly charges, current service package and promotional timelines. Our records indicate [redacted] accepted a 12 month promotional rate for the Internet Plus 25 Choice promotional package effective June 1, 2016, through June 1, 2017. Equipment, additional charges, taxes and fees were not included in the promotion. Due to the promotional rate expiring on June 1, 2017 and advanced billing, [redacted] received a bill generated on May 26, 2017 for services reflecting the increased price. The billing on the account is accurate. On May 29, 2017, [redacted] accepted a 12 month contractual promotional rate for XFINITY Internet Plus 25 effective to May 30, 2018. A promotion for the modem rental was also applied to the account effective from May 31, 2017 through May 31, 2018. Equipment, additional charges, taxes and fees are not included in the promotion. At the conclusion of the promotion, standard retail rates will apply. Additionally, as a courtesy, a one-time credit was applied to the account on May 31, 2017, which will reflect on the June 26, 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,Tina R.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.
I would like to add, no apology was given, no refund was requested of fees charged for non return of equipment, but instead any over payment.None of these interactions were nice, they were asking for equipment back and wouldn't take my word when I explained this each time I was called. During the course of 4 months, I've received approximately 5 phone calls from Comcast or an affiliate, asking for equipment to be returned, even though it already has been. Any further communication from Comcast or an affiliate of Comcast trying to collect information, equipment, or money will be considered harassment.
Regards,
[redacted]
March 3, 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: February...
22, 2017
[redacted] [redacted]
Miami, FL [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing issue.
On March 3, 2017, I spoke with [redacted] and a credit was applied to the account on March 1, 2017 to honor the 30 day money back guarantee. I confirmed that the account was disconnected on January 16, 2017 within 30 days of activation.
The credit will appear on the final billing statement, which will be issued on March 16, 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 ###-###-####
Regards,
Diane D.
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]
March 27, 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: March 20, 2018
[redacted] ...
[redacted] Washington, DC [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding service issues.
On March 23, 2018, I spoke with [redacted] and confirmed the service was working correctly. On March 22, 2018, an appointment was scheduled and completed with a technician replacing the drop connector and drop splitter. On March 23, 2018, a credit was applied to the account for the service issues and will appear on the next billing statement issued on April 12, 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 ###-###-####.
Regards,
Sherry T.
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, as long as things are handled in the fashion that has been negotiated. Actually, the process is ongoing at this time, but I do not anticipate any hitches.
Regards,
[redacted]
December 23, 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: December 16, 2016
[redacted] Vancouver, WA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a promotional offer.
Our records indicate [redacted] agreed to the X1 Starter Triple Play for 24 months with a two year term agreement on November 5, 2016. The package includes the Digital Starter video service, Performance Pro Internet with a download speed of 75 Mbps and Unlimited Voice service. The promotional rate is effective from November 8, 2016 through November 7, 2018. Any additional equipment or services not included in the Triple Play, as well as taxes and fees are extra and subject to change with any rate increase that may occur. When the promotion expires standard retail rates will apply.
On December 19, 2016, a representative spoke with [redacted] to inform her that our records indicate that the sales representative she spoke with stated more than once that the level of internet service included in the package was the Performance Pro Internet with a download speed of 75 Mbps. We apologized for any misunderstanding and overall experience in attempting to have her concerns addressed.
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,
Jeremy C[redacted] Regulatory Compliance Specialist
September 1, 2017Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted] Date of Notice: August 19, 2017[redacted] Weirton, WV [redacted]Dear Sir/Madam:This letter is in...
response to the above-referenced complaint filed by [redacted] regarding a billing issue. On August 22, 2017, I spoke with [redacted] and a credit was applied to the account on August 22, 2017 as a courtesy to waive the professional installation charges applied on July 22, 2017. The credit will appear on the September 10, 2017 billing statement. Additionally, our records confirm [redacted] subscribes to the Service Protection Plan (SPP). The SPP only waives applicable service call charges and does not waive installation 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,Christina D. Executive Customer Relations
November 6, 2017 Revdex.com 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia PA 19103 Re: Case Number: [redacted] Date of Notice:October 23, 2017 [redacted] Miami, FL [redacted] Dear...
Sir/Madam: This letter is in response to the above-referenced complaint submitted to the Revdex.com by [redacted]. In certain markets, Comcast has implemented a usage-based billing approach that relieves users who use less Internet data from paying the same price as heavier end users, while enabling those heavier end users to continue using as much data as they want without being subjected to a hard cap. This pro-consumer policy helps to ensure that Comcast’s customers are treated fairly, such that those customers who choose to use more Internet data can pay more to do so, and those customers who choose to use less, pay less. Effective June 1, 2016, all of the data usage thresholds in the markets where we have implemented data usage plans were increased from 300 GB to 1 TB. Our typical XFINITY Internet customer uses only 88 GB or 8.6 percent of 1 TB per month. Those very few customers who wish to use more than 1 TB per month will be provided additional buckets of 50 GB for $10 each, with total overage charges capped at $200 per month, or if they prefer to avoid unexpected overages, they can sign up for an unlimited data plan for an additional $50 per month. Under this policy, which is described in detail online, customers are given two courtesy months during which they will not be billed for exceeding their data usage threshold.[1] If the threshold is exceeded a third time, no further courtesy months will be provided. When the data usage plan was implemented, affected customers were notified of the change via U.S.P.S. mail and/or email approximately one month prior to its implementation and a reminder email was sent the day of launch. New customers receive a link to the data usage policy via email during the first week of their XFINITY Internet service. The policy and frequently asked questions are available for review online.[2] Comcast also provides customers with the following methods of data tracking and notification: An individualized data usage meter for every XFINITY Internet account is available online upon log in.[3] Automatic notification will be sent to customers who have reached 90, 100, 110 and 125 percent of their data usage allotment. On October 24, 2017, a Comcast Customer Security Assurance technician contacted [redacted] to advise him of the aforementioned information and address any other concerns. The technician verified that the modem’s [redacted] address and the usage reported on [redacted]’s data meter is accurate. The technician provided his direct contact information so that [redacted] can contact him with any additional questions or concerns. Comcast’s records indicate that the last payment posted to [redacted]’s account on August 7, 2017 and the account was disconnected for non-pay on October 24, 2017. Credits were applied to [redacted]’s account on October 17, 2017 for the loss of service he experienced due to hurricane Irma and were reflected on the final billing statement he received in October 2017. All other billing has been verified as correct and no further credit is warranted. On October 25, 2017, a Comcast Executive Customer Relations representative contacted Mr. Ibikunle to advise him of the aforementioned information and address any other concerns. The representative apologized for any inconvenience and frustration [redacted] may have experienced while attempting to resolve this issue and provided his direct contact information should [redacted] have additional questions regarding this matter. I trust this letter provides your office with the information required in this matter. Sincerely, Customer Security Assurance ###-###-#### [1] [redacted]
[redacted]
[redacted]
January 11, 2017Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted] Date of Notice: December 28, 2016 [redacted] [redacted] [redacted] SE Auburn, WA 98002Dear Sir/Madam:This letter is in response to the...
above-referenced complaint filed by [redacted] regarding service issues.On January 4, 2017, I spoke with Ms. [redacted] and confirmed the service issues were resolved by replacing the drop to her residence. A credit was applied on December 29, 2016 to the account as a goodwill gesture. The credit will appear on the next billing statement issued on January 15, 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 ###-###-#### Extension [redacted].Regards,Rudy A.Executive Customer Relations
August 29, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted] Date of Notice: August 12, 2016[redacted] Aurora, CO [redacted]Dear Sir/Madam:This letter is in response to the...
above-referenced complaint filed by **. [redacted] regarding a refund. On August 17, 2016, I spoke with [redacted] and advised the refund was applied to their current account on August 17, 2016 and the credit will appear on the billing statement dated September 9, 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,Lindsay H.Executive Customer Relations
January 22, 2018
Revdex.com
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: [redacted] [redacted] Flint, MI [redacted] Revdex.com File...
Number: [redacted] Date of Notice: January 6, 2018
Dear Sir or Madam:
This letter is in response to the above-referenced complaint submitted to the Revdex.com by [redacted].
On January 8, 2018, a service call was completed at [redacted]’s residence. The Comcast technician who was dispatched to [redacted]’s residence corrected her service issue by replacing the ground block.On January 9, 2018, a Comcast Executive Customer Relations representative contacted [redacted] to discuss her concerns and apologize for any inconvenience and frustration she may have experienced while attempting to resolve this issue. [redacted] confirmed that her services are working satisfactorily. A credit was applied to [redacted]’s account for the service issues she experienced from January 6, 2018 through January 8, 2018. The credit was reflected on her January 16, 2018 billing statement.
Comcast does not “throttle” or otherwise interfere with traffic delivered over its XFINITY Internet service; all data transmitted over XFINITY Internet service is delivered on a “best efforts” basis, regardless of the source or destination of the traffic. There are a number of factors that could be affecting [redacted]’s Internet download speeds, including the speed at which the edge provider sending the content transmits, the use of simultaneous download streams in the household, degraded Wi-Fi signal quality due to the physical position and range of [redacted]’s wireless router, and congestion on Comcast’s or other networks.
On January 18, 2018, a Comcast Customer Security Assurance technician contacted [redacted] to advise her of the aforementioned information and address any other concerns. The technician provided his direct contact information so that [redacted] can contact him with any additional questions or concerns.
I trust this letter provides your office with the information required in this matter.
Sincerely,
Customer Security Assurance
###-###-####
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. However, I have not yet seen an updated bill statement since I have spoken with Comcast a few weeks ago, so I will have to wait for my next statement in order to determine whether or not the problem has indeed been taken care of as they promised.
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.
Regards,
[redacted]
May 15, 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: May 4, 2017
...
[redacted] [redacted] Calumet City, IL [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing dispute.
On May 4, 2017, I spoke with [redacted] and explained our records confirm on May 2, 2016, his account was enrolled into a 24 month contractual promotion for the X1 Premier Triple Play, effective May 2, 2016 through May 1, 2018. The bundle included an early termination fee that would generate if the services were disconnected prior to the contract end date.
At [redacted]’s request, the services were disconnected effective May 3, 2017, resulting in an early termination fee generating on May 4, 2017. As a courtesy a credit was applied to the account on May 4, 2017 to cover the early termination fee.
The credit reflected on the May 4, 2017 billing statement. [redacted] made a payment on May 8, 2017 to cover the final balance on the account. 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 Care Specialist
--------- Forwarded message ----------Date: Wed, Dec 9, 2015 at 1:30 PMSubject: Revdex.com Case #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted], I got your voicemail about case #[redacted]. We did reach a settlement with this customer and the he was advised of the final balance due on the account over the phone. A billing statement reflecting the final amount due was mailed to the customer on 11/10/15. To date, no payment has been received. Hope this helps, Justin B[redacted], Supv – Regulatory Compliance
[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 to discount my Internet-only service to the same price as my previous package is satisfactory to me. However, I would like to note that this Broadcast Fee WAS NOT mentioned in any advertising material nor during initiating my contract and should be noted more clearly in the future to prevent such misunderstandings. I would like to thank the Customer Services department for their patience in correcting this issue for my account.
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, provided that the "correction" actually means that the amount billed monthly from this point forward is $24.99. Please clarify that the correction means that the correct amount will be billed (24.99/mo) from this point forward.
Regards,
[redacted]
[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 as Answered]
s. I refuse to pay the early termination fee,and will sell there equipment on [redacted]. Plan and simple they got caught with there scam. I promise never to do business with them ever.
Complaint: [redacted]
I am rejecting this response because:Just your standard bait and switch con. You sign up for services and are promised no price increase for 2 years. That was in October. All I did in January was upgrade to more channels not extend my contract to 2 years. Never talked to anybody in January all done on the tv with the remote, just added more channels is all. Not HD. They have the conversion recorded in October and was promised no price increase. Please provide the recording for January. They want to blame the price increase on the technician installing the wrong equipment. That's is crap and a lie. He installed exactly what they told him to install and then several months oh we do an audit and you have the wrong equipment. Then Comcast takes a loss not me. I told them in October exactly what I want and they lied about the price. Call and asked to speak to a supervisor and got hung up on. Called again and they left me on hold for one hour. Nobody came to the phone. Called the next day and was told to meet them half way on the cost. I told them no...they need to honor the two year agreement and since they breached the agreement I have switched to satellite. It's always the same ole same ole with Comcast. I signed up several years ago for internet for 12 months with no price guarantee. Within 2 months there calling me saying my special promotion rate is fixing to expire. I told them my plan was good for 12 months. Next month they called again saying price going up because my special promotion rate was over. I once again told them my plan was good for 12 months. I advised them if they called again I would cancel. They did not call again. Comcast is all about quoting you a good price and then once you get there service they try and quickly raise your bill. I was promised in October my bill would not go up for two years. MY FAULT. Should not have believed Comcast. So now since they tried to get an extra $ 20.00 after only 4 months they will get nothing because they are nothing but greedy little b
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 our firm. Comcast has provided us with contact information to allow our firm to follow-up with them directly to secure support if we experience any additional service issues. Please accept our gratitude for assisting us to secure the support we needed from Comcast to resolve the service issues we were experiencing.
Regards,
[redacted]
June 13, 2017 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted] Date of Notice: May 30, 2017 [redacted] P.O. Box [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 May 31, 2017, I spoke with [redacted] and provided a detailed explanation of the overall bill, which included monthly charges, current service package and promotional timelines. Our records indicate [redacted] accepted a 12 month promotional rate for the Internet Plus 25 Choice promotional package effective June 1, 2016, through June 1, 2017. Equipment, additional charges, taxes and fees were not included in the promotion. Due to the promotional rate expiring on June 1, 2017 and advanced billing, [redacted] received a bill generated on May 26, 2017 for services reflecting the increased price. The billing on the account is accurate. On May 29, 2017, [redacted] accepted a 12 month contractual promotional rate for XFINITY Internet Plus 25 effective to May 30, 2018. A promotion for the modem rental was also applied to the account effective from May 31, 2017 through May 31, 2018. Equipment, additional charges, taxes and fees are not included in the promotion. At the conclusion of the promotion, standard retail rates will apply. Additionally, as a courtesy, a one-time credit was applied to the account on May 31, 2017, which will reflect on the June 26, 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,Tina R.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.
I would like to add, no apology was given, no refund was requested of fees charged for non return of equipment, but instead any over payment.None of these interactions were nice, they were asking for equipment back and wouldn't take my word when I explained this each time I was called. During the course of 4 months, I've received approximately 5 phone calls from Comcast or an affiliate, asking for equipment to be returned, even though it already has been. Any further communication from Comcast or an affiliate of Comcast trying to collect information, equipment, or money will be considered harassment.
Regards,
[redacted]
March 3, 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: February...
22, 2017
[redacted] [redacted]
Miami, FL [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing issue.
On March 3, 2017, I spoke with [redacted] and a credit was applied to the account on March 1, 2017 to honor the 30 day money back guarantee. I confirmed that the account was disconnected on January 16, 2017 within 30 days of activation.
The credit will appear on the final billing statement, which will be issued on March 16, 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 ###-###-####
Regards,
Diane D.
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]
March 27, 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: March 20, 2018
[redacted] ...
[redacted] Washington, DC [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding service issues.
On March 23, 2018, I spoke with [redacted] and confirmed the service was working correctly. On March 22, 2018, an appointment was scheduled and completed with a technician replacing the drop connector and drop splitter. On March 23, 2018, a credit was applied to the account for the service issues and will appear on the next billing statement issued on April 12, 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 ###-###-####.
Regards,
Sherry T.
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, as long as things are handled in the fashion that has been negotiated. Actually, the process is ongoing at this time, but I do not anticipate any hitches.
Regards,
[redacted]
December 23, 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: December 16, 2016
[redacted] Vancouver, WA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a promotional offer.
Our records indicate [redacted] agreed to the X1 Starter Triple Play for 24 months with a two year term agreement on November 5, 2016. The package includes the Digital Starter video service, Performance Pro Internet with a download speed of 75 Mbps and Unlimited Voice service. The promotional rate is effective from November 8, 2016 through November 7, 2018. Any additional equipment or services not included in the Triple Play, as well as taxes and fees are extra and subject to change with any rate increase that may occur. When the promotion expires standard retail rates will apply.
On December 19, 2016, a representative spoke with [redacted] to inform her that our records indicate that the sales representative she spoke with stated more than once that the level of internet service included in the package was the Performance Pro Internet with a download speed of 75 Mbps. We apologized for any misunderstanding and overall experience in attempting to have her concerns addressed.
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,
Jeremy C[redacted] Regulatory Compliance Specialist
September 1, 2017Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted] Date of Notice: August 19, 2017[redacted] Weirton, WV [redacted]Dear Sir/Madam:This letter is in...
response to the above-referenced complaint filed by [redacted] regarding a billing issue. On August 22, 2017, I spoke with [redacted] and a credit was applied to the account on August 22, 2017 as a courtesy to waive the professional installation charges applied on July 22, 2017. The credit will appear on the September 10, 2017 billing statement. Additionally, our records confirm [redacted] subscribes to the Service Protection Plan (SPP). The SPP only waives applicable service call charges and does not waive installation 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,Christina D. Executive Customer Relations
November 6, 2017 Revdex.com 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia PA 19103 Re: Case Number: [redacted] Date of Notice:October 23, 2017 [redacted] Miami, FL [redacted] Dear...
Sir/Madam: This letter is in response to the above-referenced complaint submitted to the Revdex.com by [redacted]. In certain markets, Comcast has implemented a usage-based billing approach that relieves users who use less Internet data from paying the same price as heavier end users, while enabling those heavier end users to continue using as much data as they want without being subjected to a hard cap. This pro-consumer policy helps to ensure that Comcast’s customers are treated fairly, such that those customers who choose to use more Internet data can pay more to do so, and those customers who choose to use less, pay less. Effective June 1, 2016, all of the data usage thresholds in the markets where we have implemented data usage plans were increased from 300 GB to 1 TB. Our typical XFINITY Internet customer uses only 88 GB or 8.6 percent of 1 TB per month. Those very few customers who wish to use more than 1 TB per month will be provided additional buckets of 50 GB for $10 each, with total overage charges capped at $200 per month, or if they prefer to avoid unexpected overages, they can sign up for an unlimited data plan for an additional $50 per month. Under this policy, which is described in detail online, customers are given two courtesy months during which they will not be billed for exceeding their data usage threshold.[1] If the threshold is exceeded a third time, no further courtesy months will be provided. When the data usage plan was implemented, affected customers were notified of the change via U.S.P.S. mail and/or email approximately one month prior to its implementation and a reminder email was sent the day of launch. New customers receive a link to the data usage policy via email during the first week of their XFINITY Internet service. The policy and frequently asked questions are available for review online.[2] Comcast also provides customers with the following methods of data tracking and notification: An individualized data usage meter for every XFINITY Internet account is available online upon log in.[3] Automatic notification will be sent to customers who have reached 90, 100, 110 and 125 percent of their data usage allotment. On October 24, 2017, a Comcast Customer Security Assurance technician contacted [redacted] to advise him of the aforementioned information and address any other concerns. The technician verified that the modem’s [redacted] address and the usage reported on [redacted]’s data meter is accurate. The technician provided his direct contact information so that [redacted] can contact him with any additional questions or concerns. Comcast’s records indicate that the last payment posted to [redacted]’s account on August 7, 2017 and the account was disconnected for non-pay on October 24, 2017. Credits were applied to [redacted]’s account on October 17, 2017 for the loss of service he experienced due to hurricane Irma and were reflected on the final billing statement he received in October 2017. All other billing has been verified as correct and no further credit is warranted. On October 25, 2017, a Comcast Executive Customer Relations representative contacted Mr. Ibikunle to advise him of the aforementioned information and address any other concerns. The representative apologized for any inconvenience and frustration [redacted] may have experienced while attempting to resolve this issue and provided his direct contact information should [redacted] have additional questions regarding this matter. I trust this letter provides your office with the information required in this matter. Sincerely, Customer Security Assurance ###-###-#### [1] [redacted]
[redacted]
[redacted]
January 11, 2017Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted] Date of Notice: December 28, 2016 [redacted] [redacted] [redacted] SE Auburn, WA 98002Dear Sir/Madam:This letter is in response to the...
above-referenced complaint filed by [redacted] regarding service issues.On January 4, 2017, I spoke with Ms. [redacted] and confirmed the service issues were resolved by replacing the drop to her residence. A credit was applied on December 29, 2016 to the account as a goodwill gesture. The credit will appear on the next billing statement issued on January 15, 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 ###-###-#### Extension [redacted].Regards,Rudy A.Executive Customer Relations
August 29, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: [redacted] Date of Notice: August 12, 2016[redacted] Aurora, CO [redacted]Dear Sir/Madam:This letter is in response to the...
above-referenced complaint filed by **. [redacted] regarding a refund. On August 17, 2016, I spoke with [redacted] and advised the refund was applied to their current account on August 17, 2016 and the credit will appear on the billing statement dated September 9, 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,Lindsay H.Executive Customer Relations
January 22, 2018
Revdex.com
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: [redacted] [redacted] Flint, MI [redacted] Revdex.com File...
Number: [redacted] Date of Notice: January 6, 2018
Dear Sir or Madam:
This letter is in response to the above-referenced complaint submitted to the Revdex.com by [redacted].
On January 8, 2018, a service call was completed at [redacted]’s residence. The Comcast technician who was dispatched to [redacted]’s residence corrected her service issue by replacing the ground block.On January 9, 2018, a Comcast Executive Customer Relations representative contacted [redacted] to discuss her concerns and apologize for any inconvenience and frustration she may have experienced while attempting to resolve this issue. [redacted] confirmed that her services are working satisfactorily. A credit was applied to [redacted]’s account for the service issues she experienced from January 6, 2018 through January 8, 2018. The credit was reflected on her January 16, 2018 billing statement.
Comcast does not “throttle” or otherwise interfere with traffic delivered over its XFINITY Internet service; all data transmitted over XFINITY Internet service is delivered on a “best efforts” basis, regardless of the source or destination of the traffic. There are a number of factors that could be affecting [redacted]’s Internet download speeds, including the speed at which the edge provider sending the content transmits, the use of simultaneous download streams in the household, degraded Wi-Fi signal quality due to the physical position and range of [redacted]’s wireless router, and congestion on Comcast’s or other networks.
On January 18, 2018, a Comcast Customer Security Assurance technician contacted [redacted] to advise her of the aforementioned information and address any other concerns. The technician provided his direct contact information so that [redacted] can contact him with any additional questions or concerns.
I trust this letter provides your office with the information required in this matter.
Sincerely,
Customer Security Assurance
###-###-####
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. However, I have not yet seen an updated bill statement since I have spoken with Comcast a few weeks ago, so I will have to wait for my next statement in order to determine whether or not the problem has indeed been taken care of as they promised.
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.
Regards,
[redacted]
May 15, 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: May 4, 2017
...
[redacted] [redacted] Calumet City, IL [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing dispute.
On May 4, 2017, I spoke with [redacted] and explained our records confirm on May 2, 2016, his account was enrolled into a 24 month contractual promotion for the X1 Premier Triple Play, effective May 2, 2016 through May 1, 2018. The bundle included an early termination fee that would generate if the services were disconnected prior to the contract end date.
At [redacted]’s request, the services were disconnected effective May 3, 2017, resulting in an early termination fee generating on May 4, 2017. As a courtesy a credit was applied to the account on May 4, 2017 to cover the early termination fee.
The credit reflected on the May 4, 2017 billing statement. [redacted] made a payment on May 8, 2017 to cover the final balance on the account. 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 Care Specialist
--------- Forwarded message ----------Date: Wed, Dec 9, 2015 at 1:30 PMSubject: Revdex.com Case #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted], I got your voicemail about case #[redacted]. We did reach a settlement with this customer and the he was advised of the final balance due on the account over the phone. A billing statement reflecting the final amount due was mailed to the customer on 11/10/15. To date, no payment has been received. Hope this helps, Justin B[redacted], Supv – Regulatory Compliance