Comcast Corporation

I lived in Memphis, Tennessee (38103) area code for 4+ years (2010 - 2015). During that time, I used Comcast's internet services. I have always had my own modem and my own router. I never rented one from Comcast. I moved out of my apartment on the first weekend of January 2015, and informed Comcast that I needed my service cancelled. They said they would cancel it.
Nine months later in September of 2015, I discovered that my credit report had a collections claim on it for the amount of $82 from Comcast. I called Comcast immediately, and discovered that they did not cancel the internet until April 2015. For some reason, they allowed my internet to be active for months after I already moved out.
What followed with Comcast is a series of 8+ phone calls in both October and November 2015. All of my phone calls to Comcast accomplished nothing. On several occasions, their customer service reps stated that they had no idea what department they should transfer me to, and that they did not know how to handle the situation. On other occasions, the customer service reps hung up on me. This was witnessed by those around me when I made the phone calls. It got to a point where I started asking to speak to their supervisor. The last person I spoke on the phone with was Karen, a supervisor with the Memphis, TN branch. Karen claimed that if I faxed my proof of move out to their collection department, the $82 claim would be taken off of my credit report. I did that immediately. That was 1+ month ago, and the collection is still on my credit report.
I retained documentation from my landlord that I did indeed move out the first weekend of January. I also retained documentation of the 8+ phone calls that I have made to Comcast in regards to this issue during the last 2 months. The issue has yet to be resolved.

I received a phone call from Comcast agent with a heavy Indian accent offering to upgrade my TV/Internet bundle to their new X1 system. She said the upgrade would only cost $10 per month and I would receive new High Def. adapters that would give me High Def. pictures on all my TVs instead of the Standard Def. I receive now. She said the price for the HD adapters would be the same as I am paying for my SD adapters now.
I had concerns about the offer and called 1800Comcast. The agent told me the X1 service was available for $10 additional per month but in order to get HD service I would have to pay another $10 per month plus pay an additional $1 per month for each HD adapter. None of this was stated by the Indian agent. This is just another example of how Comcast uses unscrupulous sales practices to

To whom it may Concern,
When I originally signed up for Comcast in May 2015, I was told I was signing up for a triple play package consisting of internet, home security and a cable package with 140+ or so including an HBO subscription. After the initial month of my services I called in to complain about my weak cable & internet signal interfering with my television viewing and internet surfing. At that point, I was informed that I “did not have a triple play package” and instead had an a la cart package and the reason for the weak signal was due to the fact that I was not eligible or signed up for channels I was trying to view, which is a direct contradiction to what I was told when signing up in the first place and doesn’t’ make sense given I had access to the channels in the first month (Comcast’s first lie). However, after gaining no traction or coming to common ground with the agent, I was told they were going to adjust my package and would have to charge me $20 additionally for HBO, therefore I told them to remove it given that price was too much for me.
After further signal problems I called in to Comcast repeatedly for the next month to trying resolve my problem only to get the recorded message that Comcast was aware of signal problems in the area and was working to address the issue. Finally I was able to get a hold of an agent weeks later, who tried to help me with the signal issues and told me they could offer me a TV viewing package at a slightly higher rate that would include HBO and would be an apart of any promotional package thereby guaranteeing my rate for the next 24 months. However, 6 months later my bill increased due to the “promotional period ending” and I was charged for premium channels which I was told (and the calls recorded) would not increase and was not a part of any promotional pricing package. At that time, I told the Comcast agent to remove all premium channels from my account as I was not willing to pay for them given I don’t watch any premium channels with the slight exception of HBO. The agent then told me the premium packages would be removed but she could offer me HBO for a non-committal 3 month period in which I wouldn’t have to pay anything nor call in to cancel after the period was up. Given the history of Comcast’s lying and deceit I ask for everything in an email which she assured me would come. Sadly but not surprisingly the email never came and the very next month I received my bill from Comcast charging me $15 for HBO, which again I was told would be free.
In my area, AT&T is not an option nor is RCN, therefore I’m almost cornered into doing business with Comcast as otherwise I would have canceled my service a long time ago given their poor customer service. However, I am writing this dismay my frustration with the company and at least force them to start submitting written proposals /agreements when changing or altering a customer’s service package given the deceit and lies constantly told by phone agents.

On 11 January 2016 I contacted Comcast to change my services. The representative that helped me ended our call by repeating all that I had changed and the amount that my new bill will be, which was $66.95 plus taxes. I called back less than hour later just to make sure that I was not entered into a contract, because I was unsure if I was going to keep Comcast for much longer. This new representative, whose name is Mr. George [redacted] stated that I would be paying $89.95 just for the Internet service that I requested and I told him that that is not what his coworker quoted to me. He repeated himself at least three times and the last time he did I asked to speak with a manager. I was then put on hold for well over 10 minutes and when Mr. [redacted] came back to the phone he stated that Comcast had to pull the recorded phone conversation from my previous contact with Comcast and that someone would get back to me within 24-48 hours. I asked him what the managers name was and he stated that it was Mr. Steven [redacted]. He then started to offer my a one year contract for the service that I was signed up for at the price I was quoted. I didn't want to be in a contract. I was so frustrated with the whole conversation that I told him to just cancel my order altogether. This is not the first time that I have encountered different price quotes and poor customer service with Comcast and am now no longer a customer with them. I will never recommend them to anyone!

We had the Xfinity home security system installed last spring, and it has been nothing but trouble. The system fails, goes down, or malfunctions several times a week. We had the system armed on Christmas Day, and came home to find the system down. We couldn't disarm it at all. Then without warning the system rebooted while me, and my children were in the house which set off the alarm. Phones started ringing, and unfortunately I couldn't remember the passcode, so the police were called.
It is such an unreliable system and a huge waste of money.
A technician came out the next day, and we moved the touch screen closer to the router. Didn't change anything. A few days later the same technician called to tell me that his supervisor would be calling me on a certain Monday. It's been exactly a week, and no supervisor has called. I've had to call and make an appointment to have all of the equipment removed from my house while still paying for a service we do not have. It's frustrating, but better than the system calling in false alarms that can get expensive, and are a huge waste of time for Law Enforcement officers.

Review: Comcast equipment is outdated and of insufficient capacity to allow for functioning Voice over IP phone usage in our offices. The lack of phone clarity/capability is due to a technical problem called "packet loss" and/or "jitter", depending on the day and time.

After 2 months of complaints and service calls with voluminous denials and finally extensive testing, Comcast finally 3 weeks ago admitted that the problem lay in their equipment. Specifically, our new office lies in an "oversaturated node". Comcast has refused to upgrade or repair the node, and our phones continue to be unusable for large portions of the day. Today they floated the idea theat they will look at it after January first. There is no committment of a repair, and no date provided. Clearly, this is unimportant to them.

We pay for 50/10 speed, and the speed tested has recently approached this, but the dropped call and jitter/packet loss continues unabated.

We need help from a regulator. There is insufficient competition in this marketplace to allow us to simply fire Comcast.Desired Settlement: Comcast needs to immediately repair/update the node in this area. I would like a credit fort all bills paid since our move in July 1, when we first began to contact them and their denials of the issue began.

Business

Response:

December 13, 2013

Revdex.com of Metro Washington DC & Eastern Pennsylvania

1880 John F Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Case Number: [redacted]

Date of Notice: November 26, 2013

Re: [redacted]

[redacted]

Dear Sir/Madam:

This letter is in response to the complaint filed by [redacted], received in our office November 27, 2013 regarding a service concern.

A Comcast Business Service representative spoke with **. [redacted] on December 3, 2013 and discussed his concerns. At this time, Comcast network technicians are currently working in the area on the node. The current estimated date the repair will be completed is December 19, 2013. An apology was provided to **. [redacted] for any inconvenience he experienced in attempting to further address his concerns. **. [redacted] is aware of the current steps being taken to further research and resolve his service concerns. Once the scheduled work is completed, a Comcast representative will follow up with **. [redacted] to confirm his service concerns were resolved and further assist with his request for compensation for the 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,

Executive Customer Care Specialist

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

This is the 3rd date given for Comcast to make the expenditures required for a fix. They have twice informed me that they were delaying any repair until an unknown future date in order to stop the complaints. I will "accept" this response after the repair is done.

Also, I have made several verbal requests to their regular complaint/service process to be refunded for the cable bills going back to July--for the inability to make usable VOIP phone calls, and all of my extra IT expense incurred in proving to them what they already knew--that the node was beyond capacity causing my VOIP to be unusable.

Regards,

Business

Response:

December 24, 2013

Revdex.com of Metro Washington DC & Eastern Pennsylvania

1880 John F Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Case Number: [redacted]

Date of Notice: November 26, 2013

Re: [redacted]

[redacted]

[redacted]

[redacted]

Dear Sir/Madam:

This letter is in response to the complaint filed by [redacted], received in our office November 27, 2013 regarding a service concern.

A Comcast Business Service representative spoke with **. [redacted] on December 3, 2013 and discussed his concerns. Comcast network technicians completed a node split in **. [redacted] area on December 19, 2013. A follow up call was placed to **. Sterns on December 20th and 23rd where he confirmed his service concerns were resolved. An apology was provided to **. [redacted] for any inconvenience he experienced in attempting to further address his concerns. A credit for the service experience was applied to the account on December 23, 2013 and will be reflected on the next billing statement dated January 14, 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,

Executive Customer Care Specialist

Consumer

Response:

[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.]

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,

Review: The name on my wife's comcast account was changed without authorization to my name... We both have the same first name. (We did not change her last name when we were married due to the confusion it would generate businesswise....) When we discovered the error of the account name change, I called comcast to get the name change reversed. They told me we both would have to go to the local office to get that accomplished. My counter was, "Neither one of us were there when you changed it without authorization." I was then told it would be taken care of. After calling in refence other matters, I would check to make sure the name was changed back to the rightful account holder's name. It was not each time I inquired. As of April 8th, 2014, I was trasnsferred to their customer solutions department. I explained the situation and was told once again that both my wife and I would have to go to the local office to make the name change after being told it would be corrected 3 times prior. I asked her how it could change the first time with neither one of us there to which she replied "I don't know." I then asked for a supervisor. She initially refused telling me the supervisor would tell me the same thing. So I asked for a division manger... she again refused. I then demanded a supervisor to which she still would not put me through to. She finally told me she would give the message to her supervisor the next time she came through. A SUPERVISOR NEVER CALLED.

This is not right. We should not have to take time out of our busy schedules to go in and correct a mistake that 1 - should not have been made in the first place, 2 - was made without any authorizations, 3 - was made without their own requirement of someone being physically at the local office and 4 - was put in the name of a person that does not even have an account with them.

Now when I call in for service problems (Which are VERY numerous) I give my name but have to give my wife's Soc Sec last 4 . So I am being identified with my wife's soc number which isn't right.

This whole thing should not be occuring. We should not have to go in to correct their error. Their contention they can't change it without our presence does not hold up as they changed it without our presence initially..Desired Settlement: The name on the account be changed back to the rightful account holder name without us having to go in to correct their mistake.

Business

Response:

April 30, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: 10003746Date of Notice: April 11, 2014 Re: Dale Herrington 5900 Holston Hills Rd Knoxville, TN 37914 Dear Sir or Madam, This letter is in response to the complaint filed Dale Herrington, received in our office April 11, 2014 regarding Comcast service. I spoke to Mr. Herrington on April 27, 2014 to address his concerns. On April 27, 2014 the primary name on the account was changed as requested. The name change will be reflected on his May 21, 2014 billing statement. I apologized for any inconvenience this may have caused. 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 256-858-3249. Regards, Laura H.Comcast Executive Customer Relations Specialist

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID 10003746, and find that this resolution will be satisfactory to me once the promised resolution proves out.

Review: Comcast has been a very good service provider for years up until recent when someone has stole my identity and are trying to use my identity in an attempt to open a new account with Comcast, I spoke to a gentleman named Matt Rep ID # [redacted] at the [redacted], UT call center and would not provide me with any became argumentative with me stating "Well do you want me to help or not!!" then continued to argue with me. I have been a victim of identity theft once before and just wanted to figure out who ran my credit?? I have contacted the police as well and hope the Revdex.com can help me.Desired Settlement: Determine whose using my identity and remove the hard inquiry form my credit report I am a long time customer with Comcast and would like to continue the longevity of our relationship.

Business

Response:

August 12, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: July 24, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office July 24, 2014 referencing a fraud complaint. I spoke with [redacted] on July 24, 2014. Due to a data entry error, a credit inquiry was performed on July 19, 2014 on [redacted]’s account. On July 25, 2014 the credit bureau was notified and the credit inquiry was removed. As a good will gesture, a credit was applied to [redacted]’s account on July 25, 2014. The credit will be reflected on the statement dated August 10, 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 ###-###-#### Ext. [redacted]. Regards, Alyssa P.Executive Customer Relations

Consumer

Response:

Comcast made an attempt to resolve the situation I feel above and beyond what I feel was adequate and do appreciate the prompt response. I will definitely continue business with this company.

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,

Review: called and activated service did self installation, got the wireless internet working with no problem. The box for the cable tv would not work. Spoke with tech support, they could not figure out the problem. Adivsed that a tech needed to come out and see if there were rouble with the lines. I told them it was the box multiple times, and the service person insisted that it could be in the wireing of my house, which I live in an apt complex with one outlet. but they advised that I would not be charged if it was their equipment. I am now getting chatged 59.95 for the visit. The bill is 20 for installing wirelss that was already active which they can see by their records and replacing the box which was broken that was suppose to be free of charge. They said they replaced the jack in the wich they did not test with the new box to see if it was needed, also of the box was not the problem why was it relplaced. I have called several times being told it was taken care of then rejected.Desired Settlement: refund the charges

Business

Response:

September 18, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 27, 2014 Re: [redacted] Dear Sir/Madam: This letter is in response to the complaint filed by [redacted], received in our office September 4, 2014 regarding a billing concern. A Comcast representative attempted to contact [redacted], utilizing all contact methods provided, without success. Credits were applied to [redacted]’s Comcast account on September 9, 2014 for the technician visit fee and installation fees. The credits will be reflected on [redacted]’s billing statement dated September 21, 2014. Without speaking with [redacted] directly, we are unable to confirm if the credits applied to the account resolved his billing concerns. A direct contact number was provided via voicemail message and electronic mail for [redacted] to utilize should he require additional assistance with 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, Davina L[redacted]Executive Customer Care Specialist

Consumer

Response:

[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.]

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,

Review: A salesman called 10-02-2014 and offered me a promotion to upgrade my cable and internet service for the same fee I was paying. When I got the email confirmation it wasn't anything he said and more money and it was a triple play promo that when I called to cancel it customer service didn't have it and would not help me, I was on the phone an hour and half, no one cared about the misinterpretation of the package, finally one lady was concerned and will call me back. I just want my old package back.Desired Settlement: I want it to be known Comcast is offering fake promos and bad customer service and I have been their customer for over 20 years

Business

Response:

October 16, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: October 5, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office October 8, 2014 in regard to a billing explanation request. I spoke with [redacted] on October 10, 2014 and confirmed she has elected to keep the 24 month Triple Play promotion for cable, phone and internet applied on October 8, 2014 referenced in her complaint. This is a tiered promotion that will increase in the second year on October 8, 2015 and will be subject to retail rates upon expiration on October 8, 2016. In addition to the Triple Play promotion a promotion that was applied on October 8, 2014; a promotion was applied for HBO free for 12 months as well as a DVR free for 12 months that will expire on October 8, 2014 and will be subject to retail rates as well. 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, Chantae C.Executive Care Specialist

Consumer

Response:

[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.]

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,

Review: Technician from comcast came in to do an installation of TV service as well as router for Internet.

Technician was removing TV from the wall in order to connect cable and damaged TV. TV does not work at all, it is broken screen.

We called to Comcast, filed complaint than local branch manager named Mike called, listened to what happened. Than insurance company from Comcast called us and told us that they not going to cover new TV or anything else because Technician told that it is me damaged the TV. It is not true, however Comcast decided to belive its Subcontractor who is lying. Insurance company said we need proof that its technician fault.. I do not video tape persons, who come in to install any kind of sevices. Therefore I have no proof, it is my word against his word.

After insurance company called us I called back to Mike (manager of local Comcast) and asked why he did not trust my story, the answer was that his technician told him different story, that I tripped over something while helping him removing TV ( there was nothing to trip over), I asked Mike to talk to his subcontractor again to clarify his story and tell him that it is not true, Mike said he will and he will call me back with update. Also, Mike told us that techicians are not allowed to remove TVs from the wall while connecting to the cable..that was the first time we heard it, technician said nothing about it.

No update, no refund, no new TV.

Extremelly dissapointed.

Business

Response:

December 9, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: December 1, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office December 2, 2014, referencing property damage. On December 1, 2014, I spoke with the account holder [redacted] in regard to their concerns. On December 8, 2014, the damage claim has been referred to our insurance company for investigation. [redacted] has been provided with the claim number and contact information for the insurance agency. [redacted] will be contacted by the insurance agency regarding the claim. I apologized for any frustration or inconvenience they may have 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 at ###-###-####. Regards, Judy S[redacted]Executive Customer Relations

Consumer

Response:

Judy, insurance company have not contacted us so far.Waiting for their responce to the matter, thanks a lot for your help.

Review: Using Comcast's website to schedule a payment 4 days in advance, I mistakenly clicked to pay immediately using my bank account information. I called Comcast right away to tell them that the payment was supposed to be scheduled for Friday, 12/5/2014. I was assured by the representative that the payment of $189.70 would be cancelled, and so I then made arrangments with the representatvie to schedule the payment for 12/5 as originally planned. The payment, however, was not cancelled as promised and was, in fact, withdrawn from my bank account, which resulted in 5 overdraft fines from my bank as I had already scheduled other payments to other companies. I called Comcast again to rectify this situation and was escalated to a supervisor who went through everything and prmosied that the $189.70 would be reversed and credited to my bank account within 24 hours. Additionally, she assured me that she cancelled the scheduled payment for 12/5 and changed it to 12/15 as now I had the overdraft charges to contend with and couldn't afford the payment as scheduled. Four days later, I have no credit in my bank account and I received an email thanking me for my payment on 12/5/2014. I called Comcast again this morning, and the representative told me that a credit/reversal of charges hardly ever happens, and would definitely not occur in 24 hours. She also informed me that, indeed, an additional payment of $189.70 was made from my bank account. This is going to seriously destroy my finances this month. I feel I have been lied to by this company.Desired Settlement: I would like my 2 payments of $189.70 (x2!) refunded to me, as well as the overdraft fees caused by this ($35x5=$175).

Business

Response:

December 19, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: December 9, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint submitted by [redacted] received in our office on December 9, 2014 in regards to a billing concern. I spoke with [redacted] on December 15, 2014. In review of her account, [redacted] mistakenly made a double payment to her Comcast account on December 5, 2014. We were able to refund the payment back to her checking account on December 9, 2014. As a result, she incurred overdraft charges on four of her other checking account transactions. As a courtesy, a credit was applied to her account to cover the overdraft charges. [redacted] is aware that this credit was applied on December 17, 2014 and will reflect on her next statement which is scheduled to go out on January 1, 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 ###-###-####, Monday – Friday, 9:00a.m. to 5:30p.m. Regards, William C[redacted]Executive Customer RelationsComcast|North Central

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Bill C[redacted] was very understanding and helpful in this matter, and I trust he will do what he can to prevent further issues with other customers in the future. Thank you everyone for your help!

Regards,

Review: A little bit of background: I was a Comcast customer from 2009 to 2011 while I lived in Tallahassee, FL. I paid approximately $60/month for cable internet. It was a positive experience. I never had any service or billing issues then. When I moved to Honolulu, HI, I did business with Time Warner Cable and paid approximately $30/month for their cable internet. When I moved back to Tallahassee, FL in August of 2014, I established an account with Comcast to get cable internet. They offered me a TV/internet/phone package for about $120/month. This was too expensive since I barely watched cable TV, so I returned the cable box after having to get "permission" through their Retention Department. I asked for the slowest cable internet speed which was 25 Mbps. They offered it at $75/month. I thought that this was excessive, but since Comcast has a near-monopoly in my region, the lack of competition allows them to charge whatever the market can support. They also pulled my credit report twice, which is a real problem since I was going to be applying for a mortgage, and it lowered my credit score.

When I got rid of my cable box, I noticed that the internet speeds slowed down so much, that Google.com (a very simple web site) took minutes to load. Playing YouTube videos was untenable because they would buffer for only a couple seconds at a time, at best. I tried multiple devices in my house including both my PCs and Macs. The service was not even worth $1/month, nevermind $75/month. I called customer service, and they sent out a technician. The technician spend an hour trying to diagnose the issue. He eventually changed out my wireless router/modem, checked the internet speed through Comcast's own bandwidth test website. It read about 25 Mbps. When the technician left, I checked the bandwidth through an independent bandwidth website, Speedtest.net multiple times. It averaged 10-15 Mbps. It still wasn't what I was paying for, but at least it worked better. For my troubles, Comcast customer service said they would give me free landline phone service, which they never did since am still getting billed for it to this day.

When I bought my phone and hooked it up to the modem, I did not get a dial tone. When we called Comcast, they said they would activate it, and it would take 10 minutes. After a couple hours, we called back, got a different person, who then said it would take a couple hours. The next day, we called back because it was still not working. On the third attempt, it worked. We were charged a $20 "installation fee" for a service that we were verbally promised we would be getting for free as compensation for our previous issue, that didn't work when we needed it, that took three calls and over 1 day for them to remotely activate. When we called to get it waived, the customer service representative said our request would need to go through an approval process, but it would eventually be removed. When I got my next statement, it was still there! I called back immediately, and the representative said he was going to adjust our bill immediately. Before hanging up, he said our bill was successfully adjusted. The next time I checked my bill, it was still there!!!

The straw that broke the camel's back happened on January 01, 2015 at approximately 5:10 PM EST. I had been watching the Florida State football games on [redacted] live stream the entire season. When I tried to watch [redacted] that night, it said I didn't have a subscription to [redacted]; however, [redacted]3 worked fine. When I called to ask about the issue in the 1st quarter of the [redacted] Bowl, Comcast reset my router... then nothing worked, not even [redacted]3. I was locked out of every live channel on Xfinity TV Go except [redacted]3, which for some reason wouldn't work anyway. When I was put on hold, the call dropped (note I was calling from my landline, not my cellphone). I never got a call back, so I called again. Went through the automated menu process again. Answered security questions again, told another person my problem again. Again they tried to reset my wireless router. I told them it wasn't an issue with connectivity. So then they tried to transfer me to the Cable TV department. I told them I didn't have cable TV, that I was watching the game on my iPad via streaming content. They transferred me to the cable TV department anyway. When they transferred me, the phone call was dropped again. So I repeated the previous process, then they successfully transferred me to cable TV department. Cable TV department told me it's an internet issue. Transferred me back to internet department, call was dropped for a third time. Called back, repeated the process for a fouth time. Explained my situation yet again, started to get angry because by now it was halftime. GOT HUNG UP ON! Called back. Asked to speak with a supervisor. Was told there was no supervisor available. When I said I didn't believe them, they miraculously found a supervisor named Marcus. Marcus apologized and said it was a problem with a "channel realignment issue," and attempted to transfer me back to cable TV department. I told him that the issue was not cable TV, and that I already talked to that department. He insisted on transferring me anyway, when, of course, the phone dropped the call. Now the 3rd quarter of the [redacted] Bowl had started and I had been on the phone for 1.5 hours. I was mad. I called back, demanded to speak with a supervisor named Marcus. The new customer service representative said there was no supervisor available and he didn't know anyone named Marcus. I told him the issues I was having, and that I was extremely upset that I kept getting bounced around from department to department, kept getting asked my last four SSN and my address, kept getting hung up on, and the original issue was still not resolved.

After ten minutes of the last customer service representative trying to figure out why I couldn't watch [redacted] on Xfinity TV Go, the phone call dropped. At least this representative had the courtesy to call me back. After two hours, of unsuccessfully trying to get the Comcast bureaucracy to fix my situation so I could watch the [redacted] Bowl, I gave up, and instead opted to LISTEN to the game on the radio, 1930s style! The Comcast representative apologized. He finally adjusted my $20 bogus phone installation charge after two months. Then he gave us a $10 credit for our troubles.Desired Settlement: A $10 credit for missing my alma mater play the [redacted] Bowl is absolutely insulting! For getting hung up on multiple times with no call back, for getting bounced from department to department for almost two hours, for the inconvenience of spending 5-10 minutes going through their automated touch tone menu just to get to a representative nearly 10 times in one night, for a supervisor not following through on a complaint, for an entire business who has established a virtual monopoly on it's services in my region, who charges outrageous rates and fees for their substandard services, and incompetent customer service, for never following through with my complaint of January 01, 2015, for making promises to credit my account and only doing so after two months, for making promises for compensating their substandard services and never doing so, for charging me for those same services and not providing them, then charging me to turn them on (landline phone), I believe that the best outcome would be for Comcast to start treating their customers fairly. The fact that they can have over 10,000 complaints per year and not feel ashamed is a testament to the monopoly they have set up, and the lack of competition thereof. I think I deserve better than a $10 credit. If I was the CEO, and a customer went through what I went through, I would be offering free services for 6 months, if they wanted to keep me. I may be moving to Monticello in April. If they want to keep me as a customer, they had better start treating me like a valued customer, because I have no problem living without cable TV, internet, or phone for the rest of my life in protest. I am a retired disabled veteran, and I don't need this kind of stress and treatment by a major corporation who takes in obscene amounts of profits. Bottom line, Comcast needs to be held accountable.

I want a written apology. No excuses. I want a change in customer policy: for customer problems to be issued a ticket number so that it can be tracked until resolved. I want complementary services. And I want to be given a substantial and permanent discount for my monthly charges. If Comcast does not feel this is fair compensation, I reserve my right to file a formal complaint with the Consumer Financial Protection Bureau, the Federal Communications Commission, my state and federal representatives, and any other agency with relevant jurisdiction.

Business

Response:

January 29, 2015 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: December 12, 2014 Re: [redacted]

[redacted] Tallahassee, FL 32308 Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office January 12, 2015, regarding billing concerns with their service. I spoke with Ms. [redacted] on January 12, 2015, regarding her concerns. Ms. [redacted] was advised on January 13, 2015 that in order to Stream [redacted], cable service is necessary. As a courtesy, a promotional monthly discount was applied to Ms. [redacted] account for six months from January 13, 2015 through July 13, 2015. Also, a promotion for the Blast Internet upgrade speed was applied free for twelve months from January 13, 2015 through January 13, 2016. I apologized for any inconveniences or frustrations Mr. and Mrs. [redacted] may have experienced while addressing 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 561-881-3260 Regards, Olga V.Executive Customer Relations Specialist

Consumer

Response:

[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.]

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,

On 10/23/15 I spoke with a "supervisor" that was not showing any empathy when I explained that the previous rep did not call me back when the phone got disconnected. Moving forward he was not willing to make a correction on a mistake made on my last bill and I requested to be transferred to a manager in the corporate office. He explained he had to put a call back in the system and someone from the corporate office will call me back within 2-5 business days. Today (10/30/15) is the 5th business day and I called 800-266-2278 because I believed this number was from their main corporation but instead I got the most insensitive human being one can get over the phone. She said her name is Shelanda. She refused to get me a supervisor, she refused to read the notes on the account from my previous conversation as I was trying to prove a point and she kept interrupting me as I was going over the problem on my account. I believe a manager to listen to this call because this lady does not know how to treat a customer and she should not have this kind of job.

I canceled my comcast account (because I was getting married, and my husband had an account alreayd) 2 years ago. I was out of my contract, called the business and canceled over the phone. I had already paid in advance the next months payment, so the Comcast rep. told me my balance was $0 and they would send me a $40 check of over payment. They did. 2 years later, I run a credit report and 4 months ago Comcast is on my credit report as being owed SEVERAL hundred dollars. I called comcast and they said "you don't owe us anything, our system has you as being paying paid in full through contract." I told them the issue, they said "weird". I asked to speak to a supervisor to find out how this happened and how it could be resolved. Initially she said she "I don't know" YES "I don't know". I told her it needed to be removed so then she told me she would send a letter to equiafax stating they must have "had a glitch in there system that this account has a $0 balance". No apology. I was denied for a loan because of this, otherwise I wouldn't have caught it at all. HORRIBLE experience. I will never use this company again.

Comcast is a very deceptive company in their business practices, particularly when you are moving to a new location and require their services. They sign you up for a rate, rarely if ever informing you it is a 'promotional rate'. Then, one day...6 months to a year down the road , your rate is increased. Ironically, there was no notice of the rate increase or end of promotion. Furthermore, if you call the company, there is nothing they will do for you. In the meantime, they are putting a 'credit' on your bill. Just so you know, this is their 'apology in advance' because within another 6 months to a year, your rate will be increased to that amount which looks like it's discounted today. I know this sounds petty and I am aware one needs an internet provider if they have a pulse but I feel their practices are very unprofessional and irresponsible. This is a shout out the the President Neil Smit who was previously a Navy Seal. Somehow I feel he would not be alive today had it not been for proactive practices while serving his country. So, Mr Smit, why is it you can't send a simple notice to your customers? Why can't you be proactive with your own business? And why would you allow those poor customer service reps who make a tad bit over minimum wage to answer negative calls all day from irate customers when the situation could've been easily remedied with ONE SIMPLE ADULT DECISION? I have an idea, do the right thing first: Have some integrity and be honest and up front from the beginning. Those are the values to teach Mr. Smit. Not bait and switch tactics, lying and insulting the intelligence of the customers who pay your salary.

They have horrible costumer service. It has been weeks and my service problem continues to get worse Unfortunately they practically have a monopoly in my area. I am glad the FED ruled against their purchase of Time Warner it would have made this company even worse.

I've lived all across this great country and have had internet and cable service from just about every service provider that exists. I've never had such an abhorrent customer service experience as I did when I moved to St. Paul, MN and signed up for Comcast internet. First off, I only wanted high-speed internet. I was quoted some ridiculously high price for internet only, but if I bundled service with cable TV, I could save money. I don't care about cable, but figured I'd save the cash each month.
The first technician they sent out showed up angry about something. He claimed he received bad information from his dispatch and would do what he could to get us hooked up. He was pacing in my driveway smoking cigarettes stating that he wanted to "strangle someone". This freaked out my wife and daughter. He ended up running a cable from the basement through my heat vent (bending the vent in the process), strung the cable across my living room floor to the TV and quickly left without completing the installation. I had to spend an hour on the phone with Comcast to get the internet working after this technician left. A second technician was sent out to complete the install and also stated that he had received bad information from dispatch and did not have the time or the appropriate tools to complete our initial work order. A third technician comes out nearly 2 weeks after we ordered service and again states that he did not receive the appropriate information from his dispatch. How hard can it be to connect cable TV for a "professional" cable TV technician? I was so frustrated and wanted the service that I was paying for that I not only had to loan this guy my own personal tools and design the install, but this guy had to call another technician to help run the cable across an unfinished basement ceiling to get to our desired TV.
Comcast tried to charge me for each "professional installation" on my bill. Further, I did not order, want nor authorize HD service but, you guessed it, I was being charged $10/month for HD. Apparently the first technician installed an HD box without authorization so they simply began charging me for HD. When I called to complain about their error, they responded by shutting off the cable entirely stating that I will have to run across town and switch out boxes to get a standard definition box. My bill clearly states that I have a SD box, but they didn't care and shut off our cable.
Each and every time I've called customer (dis)service, I've been met with rude, arrogant and snobbish representatives. When I ask to speak with a supervisor I receive more attitude. Our internet speeds have been abysmal and their only suggestion is to double our speed (and our monthly price) as there may be too many people in our neighborhood on the same hub.
This is the worst service I've ever received from any business in any state. They are the only game in town and don't care because they don't have to. I encourage all the folks with negative experiences to continue to be heard. Let NBC (the parent company) know how awful there service is. I think it is rather telling that there is not one positive review on the Revdex.com or with a quick Google search.

I had a longtime account with Comcast and I recently moved to an area not serviced by Comcast. I moved mid-month. It took me 4 phone calls, a letter and a couple hours of my valuable time to get proper billing credit for the full month they then charged me for. I was told by one associate I would be sent a corrected final bill (they never did) and not to pay until receipt, and in the meantime they sent my account to collections. I have never received a collection call in my life and I was furious. I am now on hold once again trying to get this sorted out. This girl on the phone appears to be competent. We shall see. If I do move back to the Comcast area, I will never do business with them again.

I have Comcast and every so often I have technical problems. I call them and they can never solve the problem. While a technician comes home it has passed days/weeks without service and my bill comes out the same. Shouldn't we get a discount? My on demand hasn't been working since 2 week ago and problem hasn't been solve. What can I do in this case? Can I refuse to pay my bill full amount? One of their representatives promised me a 5 free movie rental pass as reward for bad service. I was supposed to receive it on the mail in less than a week it has been 3 weeks and I'm still waiting. I asked another representative about my reward and he had no clue of what was I talking about. Comcast s[redacted]