Law Offices of Anton, Gordon & Monje

June 18, 2016Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: *** Date of Notice: May 31, *** * *** *** ***West Palm Beach, FL ***Dear Sir or Madam:This letter is in response to the
complaint filed by *** *** ** ***, which was received by our office May 31, regarding service issues On June 14, 2016, I spoke with *** *** and confirmed the service issues were resolved by the business phone number being transferred successfully to the residential address on June 14, I explained that the account is on a month promotional rate for the phone services effective June 14, through December 14, At the conclusion of the promotion, retail rates will apply I apologized for any inconvenience experienced in attempting to resolve this matter. 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,Seth LExecutive 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 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

[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,
*** ***

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

[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 Nicholas Ghas stated that my account has a balance in my favor of about $will be returned to me no later than August 31, As long as this balance is received by me within the agreed upon time frame, I accept the resolution to this complaint
Regards,
*** ***

April 23,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: April 6,
Re: *** ***
*** *** *** **
Apt#***
Charleston, SC ***
Dear Sir or Madam,
This letter is in response to the complaint filed by *** ***, received in our office April 6, regarding service related issues
I spoke with *** *** on April 23, and confirmed the service related issues were resolved on April 22, during a service call visitThe technician resolved the service related issues by relocating the modem and replacing a defective connectorI apologized for any inconvenience experienced addressing and resolving this matter
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,
Renesha K
Executive Customer Relations

August 21, 2017Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: *** Date of Notice: August 8, *** *** *** *** *** East Vandergrift, PA ***Dear Sir/Madam:This letter is in response to the
above-referenced complaint filed by *** *** regarding property damage.On August 17, 2017, I spoke with *** *** ***, an authorized user and confirmed that the damages were repaired as of August 16, As a courtesy, a credit was applied to the account and an additional credit was applied for three reactivation fees on August 17, This credit will reflect on the September 11, 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,Christina 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

June 17,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: ***
Date of Notice: June 8,
*** *** ***
*** *** ** **
Washington, DC ***
Dear Sir or Madam:
This letter is in response to the complaint filed by *** *** *** which was received by our office June 8, 2016, regarding a payment arrangement request
On June 14, 2016, I spoke with *** *** *** and confirmed that a payment arrangement request has been approved and an extension has been grantedPer *** *** ***, the past due balance will be paid by June 17, As a courtesy, an HD Preferred plus Triple Play promotion was placed on the account, effective June 13, 2016, through June 23,
I apologized for any inconvenience experienced while attempting to resolve this matter
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,
Alwell O*** Executive Customer Relations
Comcast | Northeast Division
###-###-####

August 26,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: ***
Date of Notice: August 17,
*** ** ***
*** *** ***
Collierville, TN
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** *** *** regarding billing explanation request
On August 25, 2016, I advised *** *** that Comcast has determined that the modem linked to his account is Comcast ownedWe would be unable to change the billing status of the accountI apologized for any inconvenience this may have caused
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,
Joseph H
Executive Customer Relations

November 16,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: *** Date of
Notice: October 29,
*** *** ** ***
*** *** *** *** Harrisonburg, VA ***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** ** *** regarding a billing issue
Due to a late fee being charged on his account *** *** believed his twenty four month promotional agreement was not being honoredI spoke to *** *** on November 4, 2016, and explained that a late fee is applied to a customer's account whenever there is an unpaid balance after the due date has passed
The late fee had been charged on October 26, 2016, but I removed it by applying a credit on November 4, during our conversationThis will be reflected in *** ***s November 26, 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,
Chip S
Executive Customer Relations

February 2,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: *** Date of Notice: January 14,
*** ***
*** *** Road
Penns Grove, NJ
Dear Sir/Madam:
This letter is
in response to the above-referenced complaint filed by *** *** regarding the XFINITY Mobile Protection Plan
On January 19, 2018, I spoke with Mr*** and advised that after running diagnostics on the device, I was able to add the XFINITY Mobile Protection Plan to the accountAs a courtesy, credits were applied to the account on January 16, 2018, to waive months of the XFINITY Mobile Protection PlanThe credits will be applied to the next billing statement and each upcoming billing statements until the full credit amount is depletedI 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,
Sari C
XFINITY Mobile Specialist, Tier

January 4,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: ***
Date of Notice: December 16,
*** ***
*** *** Lane
Alpharetta, GA
Dear Sir or Madam:
This letter is in response to the above-referenced inquiry submitted to your office by Mr*** ***
Comcast’s records indicate that on September 18, 2016, Mr*** accepted the Internet Plus service package at a month promotional rate, excluding taxes and feesThe promotional rate is based upon enrollment into the EcoBill and AutoPay programsThe package also included a prepaid card which was mailed to Mr*** on December 19, Further, on November 12, 2016, the self-service discount was removed from Mr***’s account due to him not enrolling in the programs within sixty (60) days of the activation date
On December 22, 2016, I corresponded with Mr*** via email to advise him of the aforementioned information, and explain that an in-home service visit was needed in order to address his service related concerns; unfortunately, Mr*** declined to schedule an appointment at this timeConsequently, the request for compensation is unjustified and has been denied
As a courtesy, a one-time billing adjustment was applied to Mr***’s account on December 24, 2016, to compensate for the self-service discount that was not applied to the November and December 2016, billing statementsIn addition to the billing adjustment, an eight month reoccurring discount was also applied to Mr***’s account, effective January through August 2017, for customer satisfactionThe credits will be reflected on the next billing statement, dated January 14, I apologized to Mr*** for the inconvenience that he experienced while attempting to resolve 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,
Henry H
Executive Customer Relations

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 The gentleman that assisted me was very kind and helpful He even arranged for a service call because of slow speeds I am very appreciative of his assistance and patience He went above and beyond to bring resolution to my concerns
Regards,
*** ***

March 24, 2017Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Re: Case Number: *** Date of Notice: March 7, *** *** *** *** *** *** Bordentown, NJ ***Dear Sir/Madam:This letter is in response to the
above-referenced complaint filed by Customer Name regarding service issues.I made several attempts to contact *** *** using all available contact methodsWhile my attempts were unsuccessful, our records indicate on March 22, a service call was scheduled during which time a Comcast technician corrected the cable and internet performance service issues by replacing inside connectors and the cable modemIn addition, a credit was applied to the account on March 15, for the loss of service he experienced and will appear on the next billing statement issued on March 26, 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 matterShould you have any questions or need additional information, please contact me at ###-###-####.Regards,Latoya P.Comcast Executive Customer Relations

September 26, 2017Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Re: *** *** *** *** *** *** *** Marietta, GA ***
Case Number: *** Date of Notice: September 9, 2017Dear Sir/Madam:This letter is in response to the above-referenced complaint submitted to your office by *** *** *** regarding Comcast Business service At Comcast, we strive to provide outstanding customer service and we appreciate your bringing this matter to our attention.Our records indicate that on September 7, 2017, *** *** requested a telephone number change The next day, September 8, 2017, *** *** contacted us to cancel her request Due to an error, *** ***’s cancellation request was not processed and her number was changed Later on September 8, 2017, Comcast personnel reinstated *** ***’s original number on her account with only the unlimited long distance feature *** *** requested As a result of the aforementioned changes made on the account, *** ***’s Comcast Business Voice service was temporarily disrupted on September 8th.On September 13, 2017, I contacted *** *** to address her concerns and apologized for any inconvenience or frustration she experienced while attempting to resolve this matterA credit was applied to the account as compensation for *** ***’s temporary loss of Voice service, which will appear on *** ***’s October 4, billing statement *** *** expressed that the matter is resolved to her satisfaction.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,Kevin S*Executive Customer Relations

January 12,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: ***
Date of
Notice: January 3,
*** ***
*** *** *** Court
Jacksonville, FL
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** *** regarding service issues
On January 3, 2016, I spoke with Ms*** and confirmed the service issues were resolved on December 30, by the maintenance team replacing a defective network moduleA credit was applied to the account on December 30, for Ms***’s service issues and will appear on the next billing statement that will be issued on January 21, 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 ###-###-####
Regards,
Vashty M
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: I feel that there was a lack of effort to resolve this matterThe issue is that I was misled by a Comcast employee into purchasing a package that does not suit my budget and service needs for the long termJames was very apologetic in regards to this matter, and told me that the issuing agent will be trained on how packages are offered in the futureI feel this is a good corrective action for Comcast internally; however, as the misled customer, I was not offered any resolutionAside from just being told that I can pay the same amount of money for less services for two months, and then I can call back to be enrolled into a promotional package, which seems like a lack luster attempt to resolve this issue. I would like to remain a Comcast customer, and am open to changing into a promotional bundle that makes more sense for my family; service wise and monetarilyAny help would be greatly appreciatedThank you.
Regards,
*** ***

May 24,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: *** Date of Notice: May 17,
*** ***
*** *** ***
Roselle, IL ***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** *** *** regarding a billing explanation request
On May 19, 2017, I spoke with *** *** and provided a detailed explanation of the overall billI explained our records confirm on March 11, 2016, she accepted a 24-month contractual promotion for the XStarter Triple PlayThe contractual promotion will expire on May 11, and the bundle will to the non-contractual promotional rate for an additional months before landing at standard rate on May 11, A 12-month promotion for the HD technology fee was added to the account on October 12, and will expire on October 12, Additionally, a 12-month promotion for the XDVR and *** was added to the account on January 22, The promotion for *** will expire and roll to standard rate on January 22, However, the promotion for the XDVR will roll to the second tier promotional rate for an additional months on January 22, before landing at standard rate on January 22, The promotional rates does not include additional equipment or applicable taxes and fees
Additionally, I explained the April 6, billing statement balance included charges for billing cycles March 16, through April 15, and April 16, through May 15, We received a partial payment on April 10, and May 4, Lastly, a credit was applied to the account on April 8, to cover the shipping and handling charge as well as a credit on April 10, to cover the installation chargeAn additional credit was applied to the account on April 11, to discount the balance as well as a credit on April 12, to cover one late feeThe credits and partial payments reflected on the May 6, billing statementThe May 6, statement balance includes the remaining unpaid balance for billing cycle April 16, through May 15, as well as the current charge for billing May 16, through June 15, 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,
Matthew H
Executive Care Specialist