Comcast Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:1. only two attempts by Andrea to contact me has occurred. I have called her 7.20.16 at 1159 am. left VM with phone number and name to call me back. she had a message on the phone that she was out of town till july 11 I think that was the day. I made a comment about it on her vm I left as the date I called was after that and she would have been back to work. I called andrea again on 7.28.16 at 224pm and left another vm with my name and number to call me back. I told her to set up a date and time when she called so we would not miss each others calls. she never did. I never heard back from her again. I called 8.1.16 and left another vm with my number and my husband's phone number and I still never heard back. andrea's vm left a number to call if urgent and needed to speak to someone now. I called the number and got the vm, so I left another message about what it was about, andrea's message said to call this number, my name and numbers again. I had a vm from crystal from Comcast and I called her on 8.1.16, was on hold for over 20 min, I hung up and then I called andrea again. left another vm. I was determined to reach someone, so I called crystal's number again and reached a lashona? who transferred me to crystal. I explained the issue to crystal and she said she would help me. she put me on hold twice to research and talk to someone. she came back after 2nd hold and said she would have to call me back, I asked her when and she said today. I waited till 4pm and recalled and spoke to Dana who informed me crystal was gone for the day. dana said she sat just over the wall from crystal. said her screen was black. I called I left detailed vm on 8.1.16 and 8.3.16 to crystal and left her detailed vm about promising to call me back the same day and didn't. I spoke to Ken on 8.3.16 who said crystal was on phone and sent me to her vm. I received another vm from a lady who I think she said her name was ami, could not hear it as she spoke to low but she said she was calling as andrea was out of office. I will try to contact her today since crystal will not return my phone calls.
Regards,
[redacted]

November 17, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:       [redacted]Date of Notice:      10/30/2014 Re:...

      [redacted]             [redacted]             [redacte...⇄  Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office October 30, 2014 regarding a collection notice received.   On October 30, 2014, [redacted] has been informed there is no balance due on her account, the credit agency/agencies have been notified as of October 31, 2014 and she will receive a confirmation letter from the collection agency within 30 business days. I also explained she will receive a clearance letter from all Credit Bureaus within 30-60 days and this will not affect her credit score. Furthermore, an apology was extended for the inconvenience this has caused and the time taken 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, Sara R. Executive Customer Relations

April 7, 2015  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:  [redacted]Date of Notice: March 31, 2015 Re:       [redacted]...

[redacted]                Aurora IL 60504                 Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office March 31, 2015 in regard to a billing explanation request.   I spoke to Ms. [redacted] on April 7, 2015 and provided a detailed explanation of their overall final bill. I explained that we did receive the final payment to the account as of April 2, 2015 it has posted. There is no further balanced owed to Comcast at this time. Ms. [redacted] has confirmed she considers this matter resolved.  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,  Sarah E[redacted]Executive Customer Relations

July 19, 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:  July 4, 2016
[redacted]
*...

[redacted]
Arlington Heights, IL [redacted]
Dear Sir/Madam:
This letter is in response to the above-referenced complaint filed with your organization by [redacted] regarding a porting concern.
Comcast’s records indicate that [redacted] requested to port his telephone number to Comcast; however, he never completed Comcast’s Third Party Verification (“TPV”) process. [redacted] completed the TPV process and on July 5, 2016, Comcast submitted a Local Service Request to [redacted] to port his telephone number and received a Firm Order Confirmation from [redacted]. On July 7, 2016, [redacted]’s telephone number was successfully activated to Comcast.
On July 14, 2016, I spoke with [redacted] to discuss his concerns and apologize for any inconvenience and frustration experienced while attempting to resolve this matter. [redacted] confirmed his service issues were resolved on July 13, 2016 when a Comcast technician replaced inside cable wiring and installed an amplifier to improve the signal levels throughout the home. A credit was applied to [redacted]’s account for the loss of service and technician visits. Some credits were reflected on [redacted]’s June billing statement. Additional credits will be reflected on his August billing statement.
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,
Corey S.
Executive Customer Relations

June 9, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103Re: Case Number: [redacted]Date of Notice: May 31, 2016[redacted]...

[redacted] Denver, CO [redacted] Dear Sir or Madam:This letter is in response to the complaint filed by **. [redacted], which was received by our office June 1, 2016 regarding automatic bank account withdrawals.On June 6, 2016, I spoke with [redacted] and confirmed that her account has been set up with automatic payments since November 26, 2015. Unfortunately, I am unable to provide the requested information to her bank, as I am unable to confirm this was a Comcast error. The automatic payment withdrawal service has been cancelled. A payment arrangement has been extended allowing [redacted]’s account to stay active until June 15, 2016, at which time, [redacted] has agreed to make payment of the past due balance at the local payment center in her area.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,[redacted]Executive Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

February 20, 2015                 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:  ...

     [redacted]        Date of Notice:       February 19, 2015 Re:       [redacted]                 [redacted]             Orlando, FL [redacted]             Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received by our office February 19, 2015 in regard to a billing concern.     I spoke with [redacted] on February 20, 2015 regarding his billing concerns.   I restarted [redacted]’s account on February 20, 2015.  I applied a promotion for the Blast internet service for 12 months, effective February 12, 2015 through February 12, 2015 plus the modem and taxes.  I apologize for any inconvenience and 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 ###-###-####.   Regards,  Crystal H[redacted] Comcast Executive Support

July 8, 2015
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:  [redacted]
Date of Notice: July 1, 2015
Re:    [redacted]
         [redacted]          Tallahassee, FL [redacted] Dear Sir/Madam,
This letter is in response to the complaint filed by [redacted], received in our office July 1, 2015 in regard to receiving promotional rates.
I attempted to contact [redacted] several times to discuss his concerns. Unfortunately, my attempts were unsuccessful. However, upon review of the account our records confirm that on January 30, 2015 the Blast internet promotion was issued, effective January 30, 2015 through January 30, 2016. In addition, a loyalty discount was applied effective June 26, 2015 through December 26, 2015 to honor the rate he was quoted. After reviewing the account there are no additional credits due at this time as [redacted] was given the appropriate promotion January 30, 2015. At the conclusion of the promotion, standard retail rates will apply.
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,
Joy R.
Executive Customer Relations Specialist

September 8, 2015
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:   [redacted]
Date of Notice:  August 25,...

2015
Re:       [redacted]             [redacted]             Miami, FL [redacted] Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], received in our office August 25, 2015 in regard to customer service experience.
I attempted to contact [redacted] several times, using all resources provided, to discuss the above referenced concerns. Unfortunately, my attempts were unsuccessful. However, our records indicate on August 27, 2015 a technician was out to the home and replaced a defective drop line. I applied a credit to the account for two days of no service. The credits will be reflected on the September 22, 2015 billing statement. In order to further assist and address any additional concerns direct contact with [redacted] is required.
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,
John S
Executive Customer Relations

May 17, 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: May 7, 2016
Re:    [redacted]
    ...

    [redacted].
         Woodbine, NJ [redacted]
Dear Sir or Madam,
This letter is in response to the complaint filed by [redacted], on behalf of [redacted], in our office May 7, 2016 regarding a service disconnection request.
I spoke with Mr. Abad on May 16, 2016 and advised that we needed a signed Voluntary Disconnect Form which was declined so services will remain active. A credit was applied to the account on May 2, 2016 for the billing issues. A refund check was mailed on May 16, 2016 for the credit balance on the account. I apologized for the inconvenience experienced while trying 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,
Ann Marie M[redacted]
Business Executive Support

September 3, 2015
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number:   [redacted]
Date of Notice:  August 14,...

2015
Re:    [redacted]
         [redacted]
         Apt 303
         Quantico, VA 22134
Dear Sir or Madam,
This letter is in response to the above-referenced complaint filed with your organization by Mr. [redacted].
Comcast’s records indicate that on October 14, 2014 Ms. [redacted] subscribed to the XFINITY Digital Starter Triple Play package and continues to do so. This package did not include a prepaid rebate card or a contract. Comcast’s records also indicate that Ms. [redacted] spoke with a Comcast representative on July 27, 2015 who failed to follow up with Ms. [redacted] regarding a promotional offer which included a prepaid rebate card.
On August 26, 2015, I contacted Ms. [redacted] to discuss her concerns and apologize for any inconvenience and frustration she may have experienced in attempting to resolve this issue. I advised her of the above information.
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,
Corey J. [redacted]
Executive Customer Relations

May 24, 2016
Revdex.com
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia PA 19103
Complaint Department
Re:     [redacted] [redacted]           [redacted]...

          Atlanta, GA [redacted]
          Revdex.com Case Number:     [redacted]           Date of Notice:           May 11, 2016
To the Bureau:
This letter is in response to the above-referenced complaint submitted to the Bureau by [redacted].
Effective December 1, 2013, pursuant to Section 4 of the Customer Agreement for Residential Services, Comcast implemented a data usage plan that established a usage threshold of 300 GB per month for all of its residential XFINITY Internet customers in [redacted]’s area. Under the data usage plan, customers are given three courtesy months during which they will not be billed for exceeding their data usage threshold. If the threshold is exceeded a fourth time, and on any subsequent occurrence, the customer will be charged $10.00 for each additional 50 GB block of data provided.
Effective November 1, 2015, for an additional monthly rate of $35.00, XFINITY Internet customers in [redacted]’s area can enroll in an Unlimited Data Option plan, enabling them to exceed their data usage threshold without being charged for additional data blocks; customers whose regular monthly use exceeds 450 GB can therefore realize significant cost-savings through this optional plan. The Unlimited Data Option plan will take effect on the first day of the month following the date of enrollment, and customers can opt out at any time and return to their previous 300 GB monthly usage plan.
Customers in [redacted]’s area were notified of the change to the XFINITY High-Speed Internet service plan via email approximately one month prior to its implementation. New customers receive a link to the data usage policy via email during the first week of their XFINITY Internet service. Frequently asked questions and answers about the plan are available online.
Comcast also provides customers:
• An individualized data usage meter to track monthly usage for their XFINITY Internet account, which is available upon log in, and its accuracy is authenticated by a third party auditor.
• Automatic email notifications when they reach 90, 100, 110, and 125 percent of their data usage allotment.
On May 14, 2016, a Comcast Customer Security Assurance technician contacted [redacted] to advise her of the aforementioned information and address any other concerns. The technician provided her direct contact information so that [redacted] can contact her with any further questions or concerns.
An Executive Customer Relations specialist spoke with [redacted] on May 14, 2016, to discuss their billing concerns and apologize for any inconvenience experienced while attempting to resolve this matter. The specialist advised [redacted] that additional usage fees were accrued due to exceeding the data threshold. Customers are given three (3) courtesy months during which they will not be billed for exceeding their data usage threshold. The specialist also advised [redacted] that there are no unreturned equipment charges on her account.
A credit for additional usage was applied to [redacted]’s account on February 5, 2016, and was reflected on her February billing statement. An additional credit was applied on March 3, 2016, and was reflected on her April billing statement. Lastly, a credit was applied on April 8, 2016, which will be reflected on her May billing statement. No additional adjustments are warranted.
I trust this letter provides your office with the information required in this matter. I am providing a copy of this letter for [redacted]’s review.
Sincerely,
Customer Security Assurance
###-###-####

August 1, 2015
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1880 John F Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Case Number: [redacted]
Date of Notice: July 23, 2015
Re:  [redacted]...

[redacted]
      [redacted] *      Noblesville, Indiana [redacted] Dear Sir/Madam:
This letter is in response to the complaint filed by [redacted], received in our office July 23, 2015 regarding a package and service concern.
A Comcast representative spoke with [redacted] on July 29, 2015 to discuss her concerns. [redacted]’s service was repackaged into a new High Definition Premier Triple Play promotional offer on July 29, 2015, which resolved her package pricing concern. In addition, a loyalty discount was applied to the account. The promotional package and loyalty discount is a 12 month offer which will expire on August 21, 2016. On July 25, 2015 credits were applied to the account for the installation charges, missed appointment, and additional charges received. On July 29, 2015 a credit was applied to the account for the technician visit fee received. The package change and pricing will be reflected on [redacted]’s next billing statement dated August 7, 2015. An apology was provided to [redacted] for any inconvenience she experienced while attempting to further discuss this matter.
A Comcast representative spoke with **. [redacted] on July 30, 2015 and discussed her service concerns. A service appointment was scheduled for July 31, 2015. A technician completed the service appointment on July 31, 2015 and resolved the service concerns by replacing a Digital Video Recorder (DVR) converter box. A follow up attempt was completed utilizing all contact methods provided to confirm all issues have been resolved to [redacted]’ satisfaction. A letter was mailed to [redacted] on July 31, 2015 providing a direct contact number to utilize for assistance regarding 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 Bethany at ###-###-####.
Regards,
Brad L[redacted] Executive Customer Care Specialist

November 28, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:   [redacted]Date of Notice: November 13, 2014 Re:       [redacted]...

[redacted]               [redacted]                                            Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office November 13, 2014 referencing service equipment charges.   I spoke with [redacted] on November 17, 2014 and informed him that I confirmed the new modem equipment had been added on November 14, 2014. The shipping and change of service fees were removed from their account as of November 24, 2014. The additional equipment added in error was also removed effective November 17, 2014. The credits will appear on the next statement dated December 19, 2014. 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, Ms. S. C[redacted]Executive Escalation Specialist

[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]

[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: Byron misrepresented the conversation to you all. 
1. It was acknowledged that the original contract was signed by me in March 2014 , NOT MARCH 2015! And that my contract with comcast ends March 2016 , b/c they would not let me out of contract ( even though their represtative signed my NAME ILLEGALLY ON2-2-15- to an addendum of the original contract)!
2. Byron stated that comcast would further investigate the addendum that WAS NOT SIGNED BY ME ON 2-2-15. He said I would not be privy to their findings and any reprimand they may have to do upon the finalization of their internal investigation!
3. I told him b/c of their inaction I had already reported to the FCC-- Byron noted the FCC DOES NOT TELL COMCAST HOW TO HANDLE THEIR BUSINESS! 
4 HE OFFERED ME A one time gift of $75 off ( plus the $10.00 per month for one year starting Feb 2015- FEB 16)!. I told him his company could extend me the offer for the issues they clearly started and failed to take care of in a timely manner-- HOWEVER IT IS NOT ACCEPTABLE AS A FINAL SOLUTION TO SOMEONE SIGNING MY NAME ON 2-22-15!  He flat out LIED IN HIS RESPONSE TO THE Revdex.com!ALSO WHEN HE CALLED ME TO DISCISSS THE ISSUE SOME OF THE PROIR NOTATIONS THAT WERE IN MY FILE HAD BEEN DELETED! He repeatedly said to me -- I don't see those notations of the dates you said [redacted] !  IN ADDITION AFTER I SPOKE TO HIM, I immediately called a customer service rep and they noted that he added notations to my file -- TO NOT GIVE ME ANY CONCESSIONS ( and remove the prior $10 off that I had been offered! I called him and emailed him about his notation and received no answer AS OF TODAY!
Regards,
[redacted]

November 7, 2014  Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:           [redacted]Date of Notice:          October 20, 2014 Re:       [redacted]             [redacted]            [redacted]  Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office on October 20, 2014 regarding Comcast service.  I spoke with [redacted] on November 7, 2014 to discuss her concerns. I apologized for any inconvenience or frustration she may have experienced while addressing this matter.  On October 7, 2014 a Comcast technician corrected the account codes to restore internet and phone services. On October 16, 2014 [redacted] had a service call scheduled that was canceled by the customer. There is no record of a missed appointment on this account. On November 7, 2014 a service technician checked the signal levels and equipment settings and confirmed all are within Comcast operating specifications. [redacted] confirmed that her services are working normally A credit for time without service was applied on October 30, 2014 and will appear on the November 21, 2014 billing statement. A credit for a previous service call was applied on November 6, 2014 and will appear on the November 21, 2014 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 [redacted].    Regards, LauraComcast Executive Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

May 16, 2016Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number:  [redacted]Date of Notice: May 2,...

2016Re: [redacted]      [redacted]      Apt #[redacted]      San Leandro, CA [redacted]Dear Sir or Madam,This letter is in response to the complaint filed by [redacted], received in our office May 2, 2016 referencing a credit report dispute.  I spoke with [redacted] on May 10, 2016 and advised that the credit inquiry has been marked as, placed in error.  The credit bureaus have been notified as of May 4, 2016 and [redacted] will receive a confirmation letter within 30 business days.  Additionally, per [redacted]’s request, I have removed his Social Security Number from the account in question.  I apologized for any inconvenience and frustration experienced in 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,Marc D. Comcast | Executive Customer Relations

From: R[redacted], Jose<[redacted][email protected]>Date: Fri, Mar 11, 2016 at 3:31 PMSubject: Updated Revdex.com Response - Case# [redacted]| Current Status: Pending Revdex.com Decision on Unresolved/Judged ResolvedTo: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>
Good Afternoon [redacted],
 
Kindly, have the attached response added to Revdex.com Case# [redacted] for [redacted]. The case is currently in “Pending Revdex.com Decision on Unresolved/Judged Resolved” status.
 
Thank you very much!
 
Jose R[redacted]
Corporate Regulatory Specialist
1701 John F. Kennedy Blvd.
Philadelphia, PA 19103
Office: ###-###-####