Law Offices of Anton, Gordon & Monje

July 18, 2017Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by *** *** regarding early termination fees.On July 11, 2017, I spoke with *** *** and the decision was made to waive the early termination fees associated with the cancellation of the accountA credit
was applied to the account on June 29, for the early termination fees and the account now reflects a zero balanceThe credit will not appear on a billing statement as the account has been disconnected.Additionally, I explained to *** *** that our records indicate on July 11, a month contractual promotional rate for the XStarter Triple Play was accepted effective July 18, through July 18, The contract was referenced on each billing statement receivedI 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 matterShould you have any questions or need additional information, please contact me at ###-###-####, Extension ***.Regards,Latania HExecutive Customer Relations

November 17,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: *** Date of Notice: November 7,
*** ***
*** *** *** ***
Lancaster, PA ***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** *** regarding a billing concern
On November 7, 2017, I spoke with *** *** to discuss the concern*** *** was unable to authenticate the account with the information saved on fileI advised *** *** that in order to update or remove the social security number on the account he would need to visit a local XFINITY store with photo IDI 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 matterShould you have any questions or need additional information, please contact me at ###-###-####
Regards,
Matthew F
Executive Customer Relations

September 13,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: *** Date of Notice: August 27,
*** ***
*** *** *** *** Woodbury, MN ***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** *** regarding a billing explanation request
On August 28, 2017, I spoke with *** *** and provided a detailed explanation of the overall bill which included the monthly charges, promotional timelines, balance and creditsPer our records, *** *** called into Comcast and spoke with a representative on July 22, and at which time he was given the current balance due on the accountOn August 9, 2017, a payment was made to the account for the amount *** *** was quoted
*** *** noticed that the August 16, billing statement, showed a balance that was forwarded from the previous statementI explained that when a credit is applied to an account the credit is applied to the upcoming billing statement as the previous billing statements have already been generated and are not reprinted or updatedThe causes the amount credited to the account to be taken off the future statement which washes out the previous balance forwardedThe amount that was quoted to *** *** on July 22, was correctPlease be advised the billing on the account is accurate
As a courtesy, a credit was applied to the account on August 28, and the credit will be reflected on the billing statement dated September 16, 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 matterShould you have any questions or need additional information, please contact me at ###-###-#### Extension ***
Regards,
Fabian 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** **

March 3,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: *** Date of Notice: February 18,
*** ** ***
*** *** *** Augusta, GA ***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** ** *** regarding a low hanging outside wire
On March 1, 2017, I spoke to *** *** and discussed all concernsOur research has determined that the low hanging wire was associated with Cobb County UtilitiesOn February 23, 2017, a Comcast technician was able to confirm that the line was already repaired by Cobb County UtilitiesI 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 matterShould you have any questions or need additional information, please contact me at ###-###-####
Regards,
Rodney G
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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ** ***

April 12, 2018Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: *** Date of Notice: March 31, 2018 *** *** *** ***
*** Bealeton, VA ***Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by *** *** regarding a billing explanation request. On April 10, 2018, I spoke with MrMiller and provided a detailed explanation of the advance billing process and due dateA customer’s cycle date is based on the installation dateThe customer is billed from the day of the installation through the following monthThere are billing cycle dates excluding the 29th 30th and 31st of the month. Further review indicates MrMiller subscribed to a month promotion for Preferred Double play offer effective September 20, through September 20, Due to advance billing MrMiller’s due date for these services are due on the 7th of each month based on the number of days in the monthMrMiller was advised that due to the current processes there is no option to change the due date for the servicesI 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 matterShould you have any questions or need additional information, please contact me at (410) 931-5225. Regards,Sherry T. Executive Customer Relations

February 10,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: *** Date of Notice: February 01,
*** *** *** *** ***
Boca Raton, FL ***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** *** regarding property damage
On February 3, 2017, I spoke with *** *** and confirmed that the damage claim has been referred to Liberty Mutual Insurance CompanyI provided *** *** with his claim number and contact number for the agent handling the claim
On February 3, I applied *** at no charge effective January 17, through January 17, I also applied a promotional discount for months effective January 26, through February 17, The discount and the *** will reflect on the February 14, billing statementI 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 matterShould you have any questions or need additional information, please contact me at ###-###-####
Regards,
Norma R
Executive Customer Relations

June 10, 2016Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: *** Date of Notice: May 11, *** ** *** *** *** *** *** Roland, AR *** Dear Sir or Madam:This letter is in response to the complaint filed by *** ***, which was received by our office May 11, regarding a billing I spoke with *** *** on June 8, to discuss his concernsThe account was disconnected for non-payment on May 25, 2016, generating a credit prorate that appeared on the June 1, billing statementOur records indicate all payments received by Comcast have been posted to the account and the last payment received was made on March 6, The full balance due each month has not been received causing a carryover balance to appear on each statementThe billing is correctAs a courtesy, a credit was applied to *** ***’s account May 31, and appeared on the June 1, billing statementAn additional courtesy credit was applied to *** ***’s account on June 8, 2016, as the account is disconnected it will not appear on a billing statementIf *** *** elects to restart his Comcast service the remaining past due balance is requiredAdditionally, *** *** would not be eligible for any promotional rate or discount. I apologize for any inconvenience and frustrations *** *** may have experienced while addressing this issue.I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ***.Regards,Miguel CExecutive 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 ***, and find that while this resolution is not satisfactory to me, I accept the response with expectation that the service will work continuously moving forward. Additionally, I was informed about the credits but am unsure if they amount to what I requested, considering that the service had not properly worked for any previous month
Regards,
*** ***

From: Revdex.com of Metro Washington DCDate: Mon, Oct 31, at 9:AMSubject: Fwd: Compalint # *** Fw: Your service changes are confirmedTo: *** *** ---------- Forwarded message ----------From: *** * Date:
Sat, Oct 29, at 10:AMSubject: Compalint # *** Fw: Your service changes are confirmedTo: "[email protected]" Cc: *** *** Thank you so much for your assistance in this matterXfinity COMCAST has resolved the issue in a satisfactory mannerIf there is anything further required please let me know as I would be happy to complete any survey or document that can support the Revdex.comI was truly impressed with the Revdex.com's ability to ensure my complaint was resolved in a timely manner.Thank you for your time,Robert G***On Friday, October 28, 3:PM, Xfinity My Account wrote:To view this email as a web page, go***See your updated service details.Log in nowMy AccountYou're all set!Robert, we took care of the changes you requested to your XFINITY serviceYou can take a look at your updated service details below.Your informationAccount Number:Ending in ***Address:*** *** *** ***Gallatin,TN*** Questions?How to prepare for install|Reschedule your installationHere's a summary of your updated servicesName:*** ***Email:***@***.comPhone:###-###-#### Xfinity TVTerm Agreement APPLIES$Xfinity InternetExtreme Internet$99.95Unlimited Data OPTION$0.00INTERNET/VOICE Equipment$10.00Customer Discount$-Partial Monthly Charges and Credits10/28-12/04Term Agreement APPLIES$0.0007/27-12/04Performance Internet$-285.6410/28-12/04Extreme Internet$123.2607/27-12/04Speed INCREASE$-204.7910/28-12/04INTERNET/VOICE Equipment$12.3307/27-12/04Modem Rental$-42.6610/28-12/04Customer Discount$-Other Charges & CreditsMonthly Package, Service and Equipment Fees$-376.77Taxes, Surcharges and Fees$-Estimated Total$-Your next bill may vary a bit from the estimate above due to one-time fees and pro-rated charges

February 15,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: ***
Date of Notice: January 28,
*** **
*** *** *** ***, Apartment ***
Seattle, WA ***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** ** regarding a refund
On January 12, 2018, I corresponded with *** ** via E-Mail and advised that our research has determined this is not a Comcast related issueThe issue referenced by *** ** would need to be disputed through *** *** bankPlease refer this matter to the Bank InstitutionI 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 matterShould you have any questions or need additional information, please contact me at ###-###-#### Extension ***
Sincerely,
Tina R
Executive Customer Relations

February 14, 2018 Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: *** Date of Notice: February 5, 2018 ***
*** *** *** *** ***, #*** Ypsilanti, MI ***Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by *** *** regarding a billing concern.Our records reflect that *** *** is not an authorized user on the account in question*** *** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or releasedI 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 matterShould you have any questions or need additional information, please contact me at ###-###-####.Regards,Heather M. 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

January 6,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: January 4,
Re: *** ***
*** *** ***
Woodlyn, PA***
Dear Sir or Madam,
This letter is in response to the complaint filed by *** *** on behalf of Iris Silva, received in our office on January 6, regarding his mother’s account
I contacted *** *** who is authorized on *** ***’s account on January 6, to discuss his concerns and apologize for any inconvenience and frustration he may have experienced in attempting to resolve this issue
Upon careful review of his mother’s account I confirmed he was given a promotional offer on December 5, that would reduce the monthly rate for one year ending on December 4,
However since the equipment on his account and the fees increased as of January 1, the monthly rate increasedI provided him with a complete explanation of the rates, promotional offers and the monthly statementI explained that additional equipment the customer rents is not included in the promotional offer and I regret we are not able to reduce the equipment rates and or fees on the account to reduce the monthly amount
I applied a credit to the account on January 6, for the difference in the monthly rates for the year and for his inconvenienceI advised him the credit will be reflected on the next billing statement dated January 22,
I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-####
Regards,
Elaine S*** Comcast Executive Customer Relations

January 6,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Ms*** ***
*** ** *** Drive
Homestead, FL
Case Number: ***
Date of Notice: December 18,
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by Ms*** *** regarding her claim of unauthorized charges on her XFINITY account
On December 27, 2016, I spoke with Ms*** to discuss her concerns and review her account with herOur records indicate that on October 29, 2016, Ms*** was packaged into a 24-month promotion for the XH Starter Triple Play, which includes voice service, two Xreceivers, a modem, and *** premium channelOn November 04, 2016, the Xdigital video recorder was added to the account at a 12-month promotional rate, which replaced the standard box that was included in the Starter Triple PlayThe same day, high definition technology was added to her account at no cost through November 4, 2017, and a fourth Xreceiver was added to her account at standard retail rates
On December 10, 2016, a credit was applied to the account to compensate for the November 4, 2016, XFINITY Home security chargesOn December 27, 2016, the monthly charge for the 24/video monitoring was removed from the account and back dated to November 05, 2016, which generated a prorated creditOn December 27, 2016, an XHigh definition digital video recorder at no charge was applied to the account, effective through December 27, The changes and credits will appear on the bill dated January 01,
I trust that this letter provides your office with the information required for resolution in this matterShould you have any questions or need additional information, please contact me at ###-###-####
Regards,
Crystal H
Executive Customer Relations

January 26,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: *** Date of Notice: January 20,
*** ***
*** *** *** Knoxville, TN ***
Dear Sir/Madam:
This letter is in response to the above-referenced rebuttal complaint filed by *** *** regarding a billing explanation request
I spoke to *** *** on January 25, and went over his billing concernsOn January 25, I confirmed that *** *** has downgraded to our internet only package with Blast! Internet services at a non promotional rate on January 19,
*** *** was provided an adjustment on January 25, as a one-time credit for billing issuesAdditionally after review of the previous agent’s interaction a one-time credit was honored on January 25, The credits will show on the billing statement dated January 26, statementI 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 matterShould you have any questions or need additional information, please contact me at ###-###-####
Regards,
Jason Z
Executive Customer Relations

December 1,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: November 12,
Re: *** *** ***
*** *** ***
Knoxville, TN ***
Dear Sir or Madam,
This letter is in response to the complaint filed by *** ***, received in our office November 12, regarding a billing issue
On November 13, 2015, we spoke with *** *** and a credit was applied to the account on November 12, for a service call charge and late feeIn addition, on November 13, we issued an additional courtesy creditThe credits will appear on the next billing statement, which will be issued on December 9,
I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-####
Regards,
Benjamin S
Executive Customer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
My complaint is that the process is deliberately onerous and is designed to discourage customers from modifying their accounts or getting service, because of the painful process they have erected. I finally was able to find time to go to their store when it was open. I provided them with a drivers licenses and a USA Passport as positive id. The people at the store could not reset my password (the thing I was trying to do) they could only reset the last of my social. I was permitted to not provide this (my security code is not my account number. Since they could not reset my password I said that I would do it standing in their store using my ***. This of course required navigating there phone tree and repeatedly asking for a representative (when this was not a choice) because I already knew this was the only way to do this task. When I got to the person I was told the only way she could reset my password "for security reasons" was to call me on my home phone. I told her that I was standing in their store with multiple Comcast employees and multiple Ids but was told that "for security reasons they only way they could ensure that this was the right account was to call my at home on the land line for this account. So I needed to drive back across town to my house and wait for a call at 2:. They also told me they would call my cell first to confirm that I was at home! The called my home I need to verify my information with this person AGAIN for him to tell me they would call my on my home line shortly. So I get the call on the home line and the first thing I had to do for "security purposes" was to verify my address. The address that for the home phone that they just called!The read me a digit code that I had to enter in to the website. I then need to create a new security question and answer. They asked for my cell phoneThen texted me another passcode. I had to enter that into the web-site. Then they emailed me a link to the email address on the account. I had hours to find this account and follow the link in the email!When you compare this level of security for my cable/internet provider with the level of security form my financial institutions (***, ***, ***, *** ***, and *** ***) the only conclusion is that it is designed to make me give up, and go away. I was required to go through this process to do ANYTHING, add a feature, eliminate a feature, discontinue service (other than in person), schedule a service call, or talk to tech support). Everything that is but pay them money. They would take a payment without this information. I was repeated told that the 4-digit SS way messed up during a system maintenance update. However it appears that the only data the got changed for me and others is this SS number. Every other piece of info was perfect. Furthermore if they knew this was a problem shouldn't their procedure have been to proactively reached out to me to get correct information back in their system. If they didn't feel they need to do this they could have deleted the SS requirement until the next time that I called them. So they know there information is likely wrong but they made me go through a gauntlet to correct there error.Again I see this only as a system designed to lock me up and is an abuse of there monopoly power in my area.Regards,
*** ***

August 25, 2017Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA Re: Case Number: *** Date of Notice: August 7, *** *** *** *** *** ** Atlanta, GA *** Dear Sir/Madam:This letter is in response to
the above-referenced complaint submitted by *** *** regarding his claim of unauthorized charges on his *** account.We initiated an investigation into his claimOn August 9, 2017, I spoke with *** *** to discuss his concerns and review his account with himOur records indicate that on July 18, 2017, *** *** accepted a month transitional promotion for the Blast Pro Plus Double Play with Limited Basic Video service, ***, and *** Internet service. When *** *** picked up the equipment at the local office on June 28, 2017, the account was changed to a 12-month contractual agreement for the Internet Plus Double Play, which included Limited Basic Video service, ***, and Performance Internet service, effective from June 28, to June 28, However, the order was cancelled on June 28, That same day, he enrolled in a 12-month contractual agreement for the Internet Plus Double Play, which included Limited Basic Video service, ***, and Performance Internet service, effective from June 28, to June 28, The promotional rate does not include additional equipment or service charges or applicable taxes and fees, and standard retail rates will apply at the conclusion of the promotional period.On August 7, 2017, *** *** accepted a 24-month contractual agreement for the Internet Plus Double Play and a month promotion for the *** Internet upgrade, *** and Showtime at no costThe promotions are effective from August 7, through August 7, On August 6, and August 7, 2017, credits were applied to his account to compensate for the price being different than expectedThe credit will be reflected on his billing statement dated August 24, A recurring credit was also provided on August 7, as a courtesy to be effective August 7, through June 22, to lower the monthly rate I trust that this letter provides your office with the information required for resolution in this matterShould you have any questions or need additional information, please contact me at ###-###-####.Regards,Benjamin S. Executive Customer Relations