Comcast Corporation

March 9,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John F Kennedy Blvd., Suite
Philadelphia, PA
Case Number: ***
Date of Notice: March 1,
Re:
*** ***
*** *** *** ** *** ***
Albuquerque, NM ***
Dear Sir or Madam,
This letter is in response to the complaint filed by *** ***, received in our office March 1, in regard to a billing explanation request
I spoke with *** *** on March 8, and provided a detailed explanation of the overall bill including monthly charges, the service package, installation charges, equipment charges and early termination fees
Our records indicate that *** *** rendered services between the dates of July 31, through December 27, The account was voluntarily disconnected by *** ***Because the account was under a contractual agreement, *** *** was advised that early termination fees will apply if he chose to disconnectTherefore, the early termination fees associated with the disconnection of the account are valid and cannot be removedI apologized for the inconvenience endured 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,
Shantau H
Executive Customer Relations

August 3, 2016Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number: ***Date of Notice: July 16,
2016*** ** *** *** *** Frankfort, IN ***Dear Sir/Madam:This letter is in response to the above-referenced complaint filed by *** ** *** regarding an installation request I made several attempts to contact *** *** using all available contact methodsUnfortunately, my attempts were unsuccessfulHowever, our records indicate on July 11, *** ***’ contacted Comcast to obtain new serviceOn July 13, the installation of services was cancelled due to two previous Comcast accounts with outstanding balances. On July 15, 2016, *** *** processed a payment for the balances owed on previous accounts and services were started at the new residenceIn addition, *** *** was advised no credit is warranted at this time as the past due balances were owedI apologize 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 ###-###-#### Regards,Heather M. Executive Customer Care Specialist

July 13,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
John FKennedy Blvd., Suite
Philadelphia, PA
Re: Case Number: ***
Date of
Notice: July 6,
*** ***
*** *** *** *** *
Apt *
Fort Lauderdale, FL ***
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by *** *** regarding a billing explanation request
On July 9, 2016, I spoke with *** *** and provided a detailed explanation of the overall bill to include the monthly charges, promotional timelines, and current service packageTo honor the promised promotional rate, a monthly credit has been applied to the account effective July 22, through April 22, An additional credit was applied to the account on July 9, for the difference in quoted price already chargedThe first monthly credit and additional credit will appear on the billing statement dated July 24,
I apologized to for any inconvenience experienced while attempting to resolve 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,
Delcarme J
Executive Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and my husband and I were able to get in contact with someone from Comcast corporate headquarters after phone calls were left unreturned and emails unanswered from the escalations department, and we were able to resolve our issue Thank you for your assistance and for Scott assisting us in this matter.
Regards,
*** ***

March 25, 2016Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice:
class="Apple-tab-span" "white-space:pre"> March 16, 2016Re: [redacted] Katy, TX Dear Sir or Madam,This letter is in response to the complaint filed by [redacted], received in our office March 16, regarding service related issues I spoke with Mr[redacted] on March 24, and Mr[redacted] agreed to have the new cable equipment shipped in order to receive the requested channelsThe shipping will take 3-business daysMr[redacted] will contact our office directly for any assistance with installing the equipment.In addition, the credit request is not justified and has therefore, been deniedOur records indicate that the HBO premium channel is not chargeable on the accountMr[redacted] has a free twelve month promotion for the HBO premium channels effective February 9, through February 9, At the end of the promotion, standard retail pricing will applyA credit for a late fee has been applied to the account on March 24, The credit will appear on the next billing statement, which will be issued on April 9, I apologize for any inconvenience experienced in attempting to have this matter resolved. 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,Shantau H.Executive Customer RelationsWest DivisionM-F 9AM-5:30PM###-###-#### EXT

valign="top" "padding: 0in 5.4pt; border: rgb(0, 0, 0); border-image: none; width: 324.9pt; text-align: left; background-">
October 16, Revdex.com John FKennedy Blvd., Suite Philadelphia PA Complaint Department
RE: [redacted] Hialeah, FL [redacted]
Revdex.com File Number: [redacted] Date of Notice: September 28, Dear Sir/Madam:
This letter is in response to the above-referenced complaint submitted to the Bureau by **[redacted] regarding his XFINITY servicesComcast's records indicate that a credit was applied to [redacted]'s former account from his previous address. The credit brought that account to a zero outstanding balance and the account was closed[redacted]'s current address is classified as single family dwelling and has a pre-existing Comcast account which remains active. In order to create a separate account for [redacted] at his current residence, Comcast needs to receive documentation that he resides in a separate unit with a unique address at that location.
On September 30, 2015, a Comcast Customer Care representative contacted [redacted] to advise him of the aforementioned information and address any other concernsThe representative left her contact information should [redacted] have any further concerns regarding this matterOn October 4, 2015, a Comcast Customer Security Assurance technician contacted [redacted] regarding his concerns[redacted] stated that he would send the technician the necessary documentation in order to establish new XFINITY services at his current residenceThe technician provided his direct contact information so that [redacted] can contact him with any further questions or concernsAs of October 9, 2015, no documentation has been received from [redacted]I trust this letter provides your office with the information required in this matterPlease contact me directly if you have any questions or require additional informationSincerely,
Byron D[redacted]
Process Analyst III
###-###-####
Comcast Customer Security Assurance

June 14, 2016Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Re: Case Number:
"white-space:pre"> [redacted] Date of Notice: June 4, [redacted] Martinez, CA [redacted] Dear Sir or Madam:This letter is in response to the complaint filed by [redacted], which was received by our office June 8, regarding Early Termination Fees and Disconnection of a Comcast Business Account On June 9, 2016, I spoke with [redacted] and we have made the decision to waive the Early Termination Fees associated with the cancellation of the accountThe business account was disconnected effective May 18, as requested.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,September M. Executive Customer Relations

August 16, 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: August...

5, 2016
         [redacted]
         [redacted]
         Seattle, WA [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a billing issue.
On August 12, 2016, I spoke with [redacted] and our records indicate that prior to this compliant there were no previous contacts to inquire about the monthly charge or to remove it as it was a detailed charge on the monthly statement. A courtesy credit was applied to the account on August 12, 2016. The credit will appear on the next billing statement that will be issued on September 6, 2016. No further credit is due on the account. Our records reflect that the Service Protection Plan was removed from [redacted]’s account on August 4, 2016. I apologized for any inconvenience experienced while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at###-###-#### Ext. [redacted].
Regards,
Liz V.
Comcast | Executive Customer Relations

April 25, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:     [redacted]
Date of Notice:    April 15, 2016
Re: ...

                    [redacted]
                          [redacted]
                          Colorado Springs, CO [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office April 15, 2016, regarding a billing related concern.
Upon receipt of this complaint, I spoke with [redacted] on April 19, 2016, and confirmed that the Comcast Digital Voice has been billed to the account since the original installation was completed on April 17, 2014. I advised [redacted] that the taxes and fees associated with the Comcast Digital Voice service, including fees for the e911 service, are valid and that I was unable to locate any dispute of these charges during the last 24 months. At [redacted]’s request, I disconnected the Comcast Digital Voice service, and downgraded the account to a Preferred and Performance Double Play bundle.
[redacted] is now subscribed to Preferred Cable TV and Performance Pro (with Blast! upgrade) Internet service, on a 24 month transitional, non-contractual, promotional rate. The first year rate is billed from April 19, 2016, through April 18, 2017. The second year is billed from April 19, 2017, through April 18, 2018, after which time standard retail rates will apply. 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 matter. Should you have any questions or need additional information, please contact me at ###-###-#### Ext.
[redacted].
Regards,
Nicholas B.
Executive Customer Relations
Comcast | West Division

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  It is a lie.  I received an email saying they tried to call me, when I did not have any missed calls or voicemails.  The email said if I preferred to communicate through email, to let them know.  I responded that I did prefer to communicate through email.  I never heard back.
I still have the full recorded phone conversation from Saturday, January 16, 2016, where I requested my service be cancelled and was told that it was.  If Comcast is honestly denying that phone call took place, I can send the recording.  My phone records will confirm it as well.  I have very indisputable proof that they told me my service had been downgraded, but continued to charge me for the full package I previously had.
Regards,
[redacted]

size="3">March 23, 2015
Revdex.com 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia PA 19103 Complaint Department
RE:       [redacted]            [redacted]             Houston, TX [redacted]
Revdex.com File Number:     [redacted] Date of Notice:         February 24, 2015
Dear Sir or Madam,
I am writing in response to the above-referenced inquiry submitted to your organization by **. [redacted] regarding his XFINITY Voice service. At Comcast, we strive to provide outstanding customer service and I appreciate your bringing this matter to my attention.
Upon receipt of this complaint, a Comcast Security Assurance senior technician investigated [redacted]’s concerns and determined that the international calls referenced in his complaint were not placed by [redacted]. Although [redacted]’s Comcast account was disconnected at his request, the account has been secured from unauthorized access, and a credit has been applied to his account. The technician provided his contact information so that [redacted] can contact him directly if he has additional questions or concerns.
I trust this letter provides your office with the information required in this matter. Please contact me directly at ###-###-#### if you have any questions or require additional information. Comcast looks forward to receiving confirmation from the Revdex.com upon closure of file [redacted].
Sincerely,
Byron D[redacted] Process Analyst II Comcast Customer Security Assurance

This complaint was previously filed in November 2015 and was assigned #[redacted]. It was regarding a dispute of charges for previous services with Comcast and the complaint was handled by Mr. Corey I** of the Executive Customer Relations office, whose contact information is ###-###-#### (phone) and [redacted]@cable.comcast.com (email). The reference number that was assigned by Comcast was # [redacted]. Mr. I** contacted me by phone in response to the complaint and upon discussion, stated that the settlement resolution in response to the complaint with Revdex.com was that the charges would be reversed and removed from collections. As it turns out, I recently moved and contacted Comcast in May to inquire about starting new services and was advised by the account representative that the balance was still owed, plus an additional $100 deposit and there were no notes on file from the corporate office reflecting the resolution that had been reported to me and the Revdex.com. She recommended that I contact the Billing and Collections offices, which I did and they both kept sending me between the different offices and indicated that the account was noted as write off and was not reversed, and therefore it was still owed. I also tried contacting Mr. I** by phone and e-mail on 5/18 and 5/20 and to date he has not responded to my call or e-mail. I also want to add that I was passed back and forth between the billing and collections offices on several occasions and encountered several Comcast representatives, including the account rep who were very rude, and there were 2 instances where I was placed on hold for almost an hour each time.  For Comcast to honor the commitment that was previously communicated to me and the Revdex.com to reverse the account balance in their billing system and remove from collections and any other negative reporting with any other adverse credit reporting.

[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 am hesitant until I actually view next months bill, on both my accounts, to make sure that the correction won't include any surprises.
Until then, Nicholas was straight forward and helpful.
Thank you so much,
[redacted]

May 13, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:   [redacted]Date of Notice:  May 4, 2016Re:
class="Apple-tab-span"> [redacted]      [redacted]      Arlington, TN [redacted] Dear Sir or Madam,This letter is in response to the complaint filed by **. [redacted], received in our office May 4, 2016 in regard to a billing complaint. On May 9, 2016, I spoke with [redacted] and a credit was applied to the account on May 9, 2016 as a one-time courtesy for installation and HD tech fee. The credit will appear on the final billing statement, which will be issued on May 28, 2016. No additional credit will be issued. The account was disconnected on April 28, 2016 as requested.An apology was extended to [redacted] for any inconvenience and frustration that was experienced while attempting to resolve this matter.I trust that this letter provides your office with the information required in this matter.   Should you have any questions or need additional information, please contact me at ###-###-####.Regards,DeSadria M. Executive Customer Relations

June 29, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: Case Number: [redacted] Date of Notice:     June 16, 2016
[redacted]...

[redacted]
Beaverton, OR [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed by [redacted] regarding a service disconnection request.
On June 21, 2016, I spoke with [redacted] and informed that Comcast Business is willing to disconnect his account based on the original Service Order Agreement signed in 2013. I provided details of the disconnection request, including fees and adjustments, on June 30, 2016.
Per [redacted]’s request, I have voided the newer agreement on June 30, 2016 and honored his original Service Order Agreement’s termination length.
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,
Christen M.
Executive Customer Relations

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[email protected]>Date: Fri, Jun 3, 2016 at 8:46 AMSubject: Fwd: Complaint Resolved - [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Fri, Jun 3, 2016 at 7:36 AMSubject: Complaint Resolved - [redacted]To: "[email protected]" <[email protected]>
Revdex.com,
After filing this complaint (#[redacted]), I emailed Comcast and included my Revdex.com complaint number. They responded almost immediately and have already adjusted my bill to my satisfaction.
I consider my issue to now be resolved. I feel that filing this complaint was necessary in getting them to act.
Thank you for your service,
[redacted]
###-###-####

June 7, 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: May 31, 2016
 ...

    [redacted]
      [redacted]
      Portland, OR [redacted]
Dear Sir or Madam:
This letter is in response to the complaint filed by **. [redacted], an authorized person on [redacted]’s XFINITY account.
The Broadcast TV Fee referenced in [redacted]’s complaint is an itemized charge that is intended to offset a portion of the costs of retransmitting broadcast television signals. The RSN (Regional Sports Network) Fee is a charge associated with the rising cost of regional sports network programming. These fees will be applied to any XFINITY TV subscription that has regional sports network programming. Customers received at least 30 days prior notice of our institution of these charges in accordance with FCC rules and new customers are informed of the charge in our marketing materials and through email confirmations of their orders.
Upon receipt of this complaint, I contacted [redacted] on June 7, 2016 and advised her of the above information. I apologized for any misinformation **. or [redacted] received, and confirmed that [redacted] received notification of the aforementioned fees through confirmation of his order dated April 30, 2016. A courtesy credit was applied [redacted]’s account for the inconvenience he and [redacted] experienced.
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.
Regards,
Liz V.
Comcast | Executive Customer Relations
###-###-#### Ext. [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]

March 2, 2016
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:  [redacted]
Date of Notice: February 26, 2016
Re:       [redacted]...

[redacted]
            [redacted]
            Doylestown, PA [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by **. [redacted], received in our office February 26, 2016 in regard to a collection notice.
On March 2, 2016, **. [redacted] has been informed there is an existing balance on the account. Proof of payment for the final account balance is required to clear the account. We mailed a copy of his final billing statement for his records on March 2, 2016 along with a letter explaining the billing statement. I apologized for the level of customer service and the frustration he may have experienced in attempting to resolve this issue.
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 ###-###-#### between the hours of 10:00am-6:30pm, Monday through Friday.
Regards,
Patricia C[redacted] 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 response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because: No one has contacted me....I put the phone number in where I wanted Comcast to call adn I have not recieved a call or a email.  They can call me at ###-###-####. I need an explaination on the bill and why I was treated so bad by the customer service rep and manager.Regards,[redacted]