Comcast Corporation

February 5,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: February 5,
Re:
*** ***
*** *** **
Apt *** Reston, VA ***
Dear Sir or Madam,
This letter is in response to the complaint by *** *** received in our office on January 27, 2016, in regards to a billing concern
I spoke with *** ***on January 29, 2016, and provided an explanation regarding the current promotional rate, duration of the promotion, and the monthly rate after the promotion endsThe billing on the account is accurateI confirmed that *** *** had received an incorrectly written promotional offer by email which specified his promotional rate would be valid for months, but the offer he was provided actually has an initial rate valid for months and a secondary increased promotional rate valid for the 2nd year
I apologized he received this incorrect information, and for any frustration or inconvenience her encountered while attempting to resolve his concernI also advised him that should he contact the Executive Customer Relations department of Comcast when his initial rate expires on January 6, 2017, we will be willing to work with him to renew his initial rate for one additional year in consideration of the incorrect email he received, or offer the closest possible promotion to his offer available at that time in conjunction with a credit for any promotional price difference for one year
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,
Jacob K*** Executive Customer Relations

February 22,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: February 6,
Re: *** ***
*** *** ***
Peoria, Illinois ***
Dear Sir or Madam,
This letter is in response to the above referenced inquiry submitted to your office by *** *** ***
Comcast’s records indicate that an error occurred while entering the code for *** ***’s prepaid rebate card, which resulted in a delay in processing the promotionThe error was corrected and *** ***’s prepaid rebate card was processed on July 21, 2015, and sent to his address on file; however, records also indicate that the card was never used before expiringOn February 12, 2016, an additional prepaid rebate card was issued and will be delivered to *** *** within (14) fourteen business days
Additionally, after further review of *** ***’s account, it was determined that he is being billed correctly and at the correct rateA Comcast representative attempted on several occasions to contact *** *** to advise him of the aforementioned information, and to apologize for the inconvenience he experienced while attempting to resolve this issueUnfortunately, all attempts were unsuccessfulPlease note that in order to address *** ***’s concerns in more detail contact is necessary
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 my colleague John, at ###-###-####
Regards,
Sara R
Executive Customer Relations

June 24, 2016Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: ***Date of Notice: June 5, *** ** *** *** *** *** ** ** Issaquah, WA *** Dear Sir or Madam:This letter is in response to the complaint filed by *** ** ***, which was received by our office June 5, regarding service issues On June 10, 2016, our Executive Customer Relations Supervisor, Cindy C., spoke with *** *** and confirmed the service issues are no longer present Between the dates of June 4, through June 8, 2016, the Comcast Maintenance team conducted a full node sweep and found no issues that would impact *** ***’s services As a one-time courtesy, two credits were issued to the account for the service issues reported The first credit was applied on June 4, and the second credit was applied on June 10, Both credits appeared on *** ***’s June 16, billing statement.We apologized to *** *** for any inconvenience or frustration experienced when attempting to resolve this matter Should he experience any further issues with his service, he has the direct contact information for both Cindy Cas well as the Comcast Maintenance team.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,Nicholas B.Executive Customer RelationsComcast | West Division

August 11,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: ***
Date of Notice: August 10,
*** ***
*** *** *** *** **
*** ***
Kennesaw, GA ***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** *** regarding service issues
On August 11, 2016, I spoke with *** *** and confirmed the service issues were resolved on August 8, when scheduled maintenance was completedA credit was applied to the account for loss of service on August 11, and will appear on the next billing statement issued on August 22,
*** *** is currently on a promotion for the Starter Triple Play service and is not eligible for a new promotion at this timeThe promotion is effective from September 28, through October 27, and does not include equipment rental, fees, or taxesRetail rates will apply at the conclusion of the promotionI apologized for any inconvenience or frustration experienced in attempting to resolve this issue
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,
Eric G
Executive Customer Relations

May 9,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: April 28,
Re: *** ***
***
*** ***
Arlington, VA ***
Dear Sir or Madam,
This letter is in response to the complaint filed by *** ***, received in our office April 28, regarding service related issues
I spoke with *** *** on May 5, and confirmed that the service was installed on April 25, A service appointment was completed on May 4, The technician replaced a set top converterA credit was applied to the account on May 6, for service related issuesThe credit will appear on the next billing statement, which will be issued on June 7,
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,
Eugene B*** Executive Customer Relations

July 15,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: ***
Date of Notice: July 8,
*** ***
*** *** *** ***
** Chicago, IL***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** *** regarding a refund
On July 11, 2016, I spoke with *** *** and advised the refund has been reversed as of, July 11, I explained, to *** *** to allow to business days for the refund to post to her bank accountI 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 matterShould you have any questions or need additional information, please contact me at ###-###-#### Ext***
Regards,
Cheri F
Executive Customer Relations

July 6,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: July 6,
Re: *** ***
*** *** ***
Dickson, TN
Dear Sir or Madam,
This letter is in response to the complaint filed by *** ***, received in our office July 6, in regards to late fees
M** *** is not under contract with Comcast and may make changes to or cancel service at any timeIf the account is not paid in full by the due date, late fees will applyThis is outlined in the Comcast Agreement for Residential Services M** *** is bound to these terms by using the services provided by ComcastThis is outlined in section under General Terms and ConditionsM** *** can avoid late fees by paying the account in full by the due date outlined on the billing statements
This is our final position on the 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 Chris Mat ###-###-####
Regards,
JB*** Comcast Executive Customer Relations

August 25,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: ***
Date of Notice: August
10,
*** * ***
*** *** *** Hendersonville, TN ***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** *** regarding a credit report dispute
On August 24, 2016, I spoke with *** *** and advised that in order for us to investigate the claim, a copy of the credit report is requiredComcast has no records of an account in collections under *** ***’s name and/or social security numberOnce the required information has been received, we will be able to further investigate this concern
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,
Andrea F
Executive Customer Relations

April 24,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: March 31,
Re: *** ** ***
*** *** ***
*** **
Aurora, IL
Dear Sir or Madam,
This letter is in response to the complaint filed by *** *** received in our office March 31, in regard to a billing explanation request
I spoke to Ms*** *** on April 15, and provided a detailed explanation of their overall final billI explained that we did receive the final payment to the account as of April 2, it has postedThere is no further balanced owed to Comcast at this time
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 888-736-ext:
Regards,
Sarah E***
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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:I have received only two emails requesting a callback and each time that I have called and left message with my best number for contact there was no return callThey (as stated) DID NOT exhaust all contact resources as there are no messages or emails on my Comcast phone or email contact that is listed on my accountThe two days credit for service interrupted due to the negligence of one of their technicians is appreciated however there is a much bigger problem that needs to be addressedThis has been several months of consistent billing errors which have been followed up with numerous phone contacts only to receive another incorrect bill.
Regards,
*** ***

February 5,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: January 22,
Re: *** ***
*** *** * ***,
Saint
Augustine, FL ***
Dear Sir or Madam,
This letter is in response to the complaint filed by *** *** received in our office January 22, in regard to their disconnect request
Our records reflect that *** *** is not an authorized user on the account in questionHowever, I spoke with the account holder *** *** *** on February 3, and discussed their concerns
On February 3, 2016, I spoke with *** *** and after reviewing the request, we have made the decision to waive the early termination fees associated with the cancellation of the accountThe disconnection was processed with the early termination fee waiver on February 5, with an effective billing date of January 11, I apologized for any inconvenience this many have caused 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,
Jason M
Executive Customer Relations

April 26,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: April 14,
Re: *** ***
*** *** ***
Stone Mountain, GA ***
Dear Sir or Madam,
This letter is in response to the complaint filed by *** ***, received in our office April 14, regarding technical difficulties with their service
I spoke with *** *** on April 21, 2016, during which time two service calls were scheduled to address the service issues at the customer’s homeThe service calls were scheduled for April 21, and April 25, *** *** was not home at the time of either appointment so therefore the service call visits were cancelled due to no access to the homeWithout cooperation, we are unable to provide a resolutionDue to this, the request for additional compensation is not justified and has therefore been denied
On April 14, a one-time credit was applied to *** ***’s account to waive the installation fee and to provide customer satisfactionThe billing adjustment will be reflected on the next billing statement, dated May 12,
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,
Deidra H
Executive Customer Relations

June 23,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: ***
Date of Notice:
June 21,
*** ***
*** *** ***
Fayetteville, Georgia *** Dear Sir or Madam:
This letter is in response to the complaint filed by *** ***, which was received by our office June 21, regarding service issues
On June 21, I spoke with *** ***, and explained the premium programming was removed as of June 20, An adjustment was applied to the account June 20, for the ***, *** and *** premium channels billed upon expiration of the promotional offerThe adjustment will reflect on the next billing statement, which will be dated July 20,
Records indicate the service issue was resolved on June 22, when a Comcast technician and replaced a house amplifier, splitter, jumper and connectorsI attempted to follow up with *** *** to confirm resolution, however my attempt was unsuccessful
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,
Patrick H
Executive Customer Relations

May 27,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: May 20,
Re: *** ** ***
*** * *** **
Belvidere, IL ***
Dear Sir or Madam,
This letter is in response to the complaint filed by Chad Peck, received in our office May 20, in regard to a service related issue
A Comcast representative attempted to contact *** *** several times, using all resources provided, to discuss the above referenced concernsUnfortunately, our attempts were unsuccessfulHowever, our records confirm that the signal levels to *** *** modem is outside of specificationWe would need to speak with *** *** to further troubleshoot and/or schedule a service call to resolve the service related issues
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 my colleague, John, at ###-###-####
Regards,
Mario S
Executive Care Specialist

[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 Administratively Resolved]
We are not accepting a closed ticket for this issueThe tech that came to ourhome stated our service was improperly completed back in November 2015, the tech did not make the connection from our home to the pole as instructed correctly The wiring had to be replaced as well as the box in our master bedroom because the box was "fried"The modem had error messages that should have been registered with comcast from January -May as been no full signalThe credit for Internet service from January to current should have been over $and not $We only requested the reimbursement for our Internet and not cable TV and that is more than fairAndrea was made aware of the credit and the dollar amount and stated she wanted to see the work completed before issuing any additional creditsComcast as of May 16, had debited over $from my bank account without any authorizationThey processed a debit on may 16, and issued another debit today for the same amount I have called Andrea several times today and left messages and have not talked to herI spoke to another executive person who stated Andrea would have to make the correction to the credit because she closed the ticket out because she stated *** *** advised her everything was working correctly, that is not trueI talked with someone on Friday that was going to keep the ticket open until yesterday for us to check to see how the service did over the weekend and we would discuss it on yesterday, but no one has called to review or nothing Comcast is doing some fraud issues with my bank account They have never suppose to keep my checking or debit information on file for any further use and now my account is in the negative due to their systemNo this ticket should not be closed unless they want me to reopen another oneAll we are asking for is the Internet charges from January -May, but if they want us to include the none working cable as well we canThis has gone to far and to trust that Andrea was going to be fair and issue the correct credit was is trusting her word, but not for $18.00.
*** & *** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: Comcast Verification Department kept linking someone else's past debt with my current accountIt took entirely a week and half for me to speak with DavidDavid was also the same person to tell me had they caught their OWN decrepancy I would not have cableI still don't feel at ease about the situationTelling me I no longer have to deal with a debt that wasn't even mine from the beginning, does not take away from the fact that I had to deal with the situation periodPerry tried to tell me "what David probably meant" instead of what David actually said and the fact that he cancelled my order without speaking to meThe entire week of half of me callingEVERY AGENT the I spoke too said NOTHING about me new accountThey ALL kept referencing a debt linked to my addressNothing was offered to me for my time that was wasted, the inconvenience, the stress and being treated poorlyI'm still not satisfiedI slept on, I prayed about it and I just don't appreciate how it all went downIt's not about being able to provide proof because that's easyI have proof for *** as well as being at my temporary address of I decided to go with another provider not because I couldn't provide proof because I couldit was because of the horrible customer service I receivedNot being able to get in contact with a managerDavid being the only person I could talk tooNot being able to reach someone/anyone in the verification department and why David was searching my information when I wasn't the one who had the debt and just having a situation go on as long as it didI missed a lot of time from work dealing with this situation because like I explained to everyone else but DavidI was working from home for that week and was unable to do some of my work because the lack of Internet and not being able to get in contact with David since he was the only one that could remove the block but had I been able to speak with a manager that could've been resolvedI later learned from Perry that David wanted to verify my address at the new placeHowever, David was more concerned with where I lived in I was and still am current with Comcast so him trying to link me to an account from almost years ago made no sensePerry mentioned he explained the verification process too meWhich was trueHe explained in a way as if he was siding with what David did in order to collect a debtHad that been MY debt and I was trying to get services then how he went about things would've been validBut David played inspector gadget on a debt that wasn't mine and oh let's not forget about me being a CURRENT customer.
Regards,
*** ***

From: Revdex.com of Metro Washington DC Date: Fri, Mar 6, at 2:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** ***
---------- Forwarded message ----------From: Luke L**Date: Fri, Mar 6, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] have successfully changing phone lines and getting a toll free number with comcast as soon as I have submitted the ticket to Revdex.comthank you very much for your concern and have a great day

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: I am not rejected what Comcast offered me, but I want to make clear that we were not told of the fees when we placed our order Liz (Comcast) told me she would make sure that the sales person that helped me would be informed that she needs to give this information to all customers
Regards,
*** ***

January 5, 2015 Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: ***Date of Notice: December 24, 2014 Re: ***
*** *** *** *** ** *** ** *** Dear Sir or Madam, This letter is in response to the complaint filed by *** ***, received in our office on December 23, referencing an installation request. I spoke with *** *** on December 24, regarding his request for an upgrade of service to the Xcable platformAn installation of service of appointment was scheduled for December 28, Our technicians determined *** *** home required custom wiring to be completed by an electrician prior to the installation of our service The install appointment was rescheduled for January 4, I contacted *** *** on January 4, and confirmed the installation of new services was completed on January 4, A credit was applied on December 24, as a one-time courtesyThe credit is viewable on the December 28, billing statement. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, MY***Executive Customer Relations

November 23,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: November 16,
Re: *** ***
*** *** *** *** **
New Castle, IN *** Dear Sir/Madam:
This letter is in response to the complaint filed by *** *** ***, received in our office November 17, regarding a billing and service concern
A Comcast representative spoke with *** *** on November 17, and discussed the above referenced concernsA service appointment was completed on November 18, where the technician relocated the modem within the residence and replaced inside connectorsAccordingly, *** *** was assessed a service visit fee for the completed service appointmentA follow up call was placed to *** *** on November 20, where he confirmed his service concern was resolved
In an effort to resolve *** ***’s concern, a credit for two service visit fees was applied to the account on November 20, This credit will be reflected on the billing statement dated December 7, Further review reflects credits for the service interruption were applied to *** ***’s account on November 3, and November 5, These credits were reflected on the billing statement dated November 7, An apology was provided to *** *** for any inconvenience this concern may have cause
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 Avery at ###-###-####
Regards,
Andrea B***
Executive Customer Care Specialist