Comcast Corporation

Review: My Comcast Cable bill has been in error for the last two months. I have been billed for erroneous fees and services. At first my calls were answered with assurances that billing would be corrected. New bill received two days ago, more errors. I have spent a total of 1 hour on the phone for the last to nights only to be told to leave a message and someone will call back. So far no one has. I am very upset. I have been charged a $25 returned check fee, my bank say's no check presented for payment, Comcast can't or wont provide me with documentation of the returned check. I have billed over $100 for a technician visit that never happened. As well as being billed in excess of the 12 month contract I signed 9/13. Now they are adding late fees.Desired Settlement: I want my billing straightened out.

Business

Response:

July 15, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: 10105364Date of Notice: June 26, 2014 Re: Douglas Alexander12136 W Mt Morris Road Flushing, Michigan 48433 Dear Sir/Madam: This letter is in response to the complaint filed by Douglas Alexander, received in our office June 26, 2014 regarding a billing concern. A Comcast representative spoke with Mr. Alexander on July 1, 2014 and discussed his concerns. Our records reflect a web payment was received to Mr. Alexander’s account on May 22, 2014. The payment was returned back to Comcast as unfulfilled on May 31, 2014. At that time a Non-sufficient funds charge was correctly applied to the account on May 31, 2014. A second web payment for the same amount was received on June 9, 2014 and successfully posted to Mr. Alexander’s account. In the interest of good customer service, the non-sufficient funds charge was waived on July 1, 2014. The credit will be reflected on Mr. Alexander’s next billing statement dated July 14, 2014. Mr. Alexander was incorrectly billed a technician visit fee, video install, and internet install charges. A credit for all three charges was applied to Mr. Alexander’s Comcast account on July 1, 2014. In addition, the HD technology fee was removed from the account and back dated to April 22, 2014. In effort to reach a satisfactory resolution, credits for two late fees were applied to Mr. Alexander’s account on July 9, 2014. The credits and billing adjustment will also be reflected on Mr. Alexander’s next billing statement dated July 14, 2014. Mr. Alexander’s remaining balance and current monthly rate were reviewed and found to be correct. An apology was provided to Mr. Alexander for any inconvenience he experienced while attempting to further discuss 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 (734) 254-1837. Regards, Davina LyteExecutive Customer Care Specialist

Consumer

Response:

I take issue with the first paragraph of Comcast's response. I repeatedly requested documentation from Comcast about this returned payment as my bank could not confirm that any such event had occurred. I am not a person who bounces checks. If Comcast had any proof of a returned payment for non-sufficient funds I would have paid their fee. I resent the implication that Comcast "waived" their fee in the interest of "customer service" . Since receiving this letter I have left several voicemail messages hoping to discuss this matter, none were returned. I am happy that my billing was finally straightened out. However it took two and a half months of repeated phone calls and finally a complaint to the Revdex.com to get any kind of co-operation from Comcast. If there were any local competition to Comcast they would have my business.

Regards,

Douglas Alexander

Review: I have 2 separate phone lines with Comcast, one phone number is to my house one is to my office. The line that runs to my house is not accepting calls, when people call me they get an error message saying my number is not available. I have have called Comcast several times to resolve this issue. I get told there are no proble**. I get told they are going to transfer me and they send me to an automated line. I call back and they put me on hold and then hang up on me. I call and they tell me there is no record of the problem, they also tell me that their are no proble**.

They tell me they will "escalate the problem" and I will hear from them, when I dont hear from them they tell me the case was closed. I have many clients that have not been able to get in touch with me. I have had clients assume I was out of buisness because of the error message and went to other companies.Desired Settlement: I'm at my whit's end, I just need my phone fixed. I need people to be able to reach me. They promised to "credit me" for the time my phone didn't work, I don't care about the credit, I just want a working phone.

Business

Response:

October 9, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: September 23, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office September 25, 2014 regarding technical difficulties with their service. I spoke with **. [redacted] on October 5, 2014 and confirmed the service related issues they experienced are no longer an issue. **. [redacted] was experiencing an issue with her phone service caused by an incorrect code on the account when another Comcast subscriber would call her home phone number they would receive a message that the phone number is no longer in available. On September 26, 2014 this issue was identified and the code was corrected. As a result of the issue a credit has been applied to her account on October 2, 2014 for the time the services were not functioning properly. The credit will appear on their next billing statement, which will be issued on October 5, 2014. I apologized for any inconvenience and frustration caused in his attempts to resolve this issue. Feedback has been forwarded to the appropriate department in regard to the customer service experience. 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, Brandi J[redacted]Executive Customer Relations

Consumer

Response:

The problem has been resolved. Thank you for assisting me in this issue. Comcast has fixed the problem and Im very satisfied with the result.

[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: I signed up to receive services through Comcast, and when I phoned the 1800 and spoke to a representative, he assured me that I was eligible for a $50 rebate card as part of the terms of my agreement. I was told it wouldn't arrive until I had paid about three billing cycles, so I wasn't concerned until I realized the time had passed and I had not received it. I have spoken with representatives from the company several times. The first time, they said the appropriate amount of time hadn't passed and I should wait another month (which was true). So when it still didn't arrive, I called again. This time, they were more thorough and said that it turned out that for whatever reason, I didn't qualify for the rebate. I believe the first time, they told me it was because my bundle didn't meet the minimum dollar requirement, and just recently today, they said that it was because I didn't sign a certain month/year contract. Either way, the man who signed me up for the services made a verbal contract, and I believe Comcast should honor that contract.Desired Settlement: I was promised a $50 [redacted] gift card when I signed up for services.

Review: I signed a two year contract with Comcast in October 2013 and as long as I did so, this included a 4 program recording DVR. At this time the gentlemen kept stipulating it was "included" in the package and "why wouldn't I want it. When I received a bill for it the following month, I called and was told they never offer that package, gave me a year with the DVR, but are now charging me a year later for the DVR which was suppose to be a 2-year contract. They have on record who I spoke with in November of 2013, also every service call I have had since then, but nothing on who I spoke with in October 2013, who was the gentleman who offered me the 2-year contract and started all this. Seems pretty unethical to me. I truly believe this is taking advantage of the consumer, especially where we do not have any other choice of carrier and the city has signed a contract with Comcast. They will not honor the 2-year contract.Desired Settlement: I would like a billing adjustment as promised by the original sales person at Comcast.

Review: In August/September 2013, my family decided to switch to another cable company after years of using [redacted]. We gave Comcast a call and they came out to set up service on our home phone, internet and television. Once the service was set up, our home phone never worked again. Furthermore, we were not happy with the quality of the picture on the television or our channel lineup and playback options. After less than a week of service, we called to disconnect. All services were discontinued and we switched back to [redacted] for our internet/phone and [redacted] for our cable. Once our telephone was reconnected, we received several phone calls from Comcast asking us if our telephone service was working fine and I explained on more than one occasion that we no longer had the service. Meanwhile, we continued to receive statements from Comcast. We never received any acknowledgement that the service had been cancelled. My husband and I continued to call Comcast in several different departments (including Collections) to get the bill issue resolved. We were told that we did not owe anything since we had the service for less than a week and that our account would be "zeroed out". However, we continued to receive billing that reflected our account as still active. On January 9, 2015, we received notification to my credit report that Convergent Outsourcing, Inc. had placed a pending account for $128.08, the amount owed to Comcast. We thought this issue was resolved over a year ago and never received further statements, once the Comcast billing department told us that they cleared all charges.Desired Settlement: We would like Comcast Xfinity to clear our account once and for all and clear my credit report. We would also like to removed from any and all future mailing lists.

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: January 13, 2015 Re: [redacted] Douglasville, GA 30135 Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office January 13, 2015 referencing a credit report dispute. I spoke with Mr. [redacted] [the account authorized user] on January 16, 2015 to address their concerns. I advised Mr. [redacted] their account was disconnected in accordance with Comcast’s 30 Day Money Back Guarantee on January 13, 2015; with a retroactive date of October 10, 2014. I advised Mr. [redacted] a billing adjustment has been applied to the account on January 13, 2015. I advised the adjustment will zero out the account. Mr. [redacted] is aware there is no balance due on the account. Mr. [redacted] was also informed the credit bureau(s) have been notified as of January 14, 2015 and they will receive a confirmation letter within 30 business days. Mr. [redacted] requested to be removed from any and all mailing lists at Comcast. The request was submitted January 16, 2015, however I advised Mr. [redacted] to allow up to 30 days for all mailings to cease. 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, T. BentleyExecutive Customer Relations

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.

Their fault. They admitted it.
My phone went dead 4 times. May 19, 21, May 26, June 5.
Internet went dead May 22.
Took almost a day and hours of phone conversation to get them to do something.
A communication company which is a monopoly, that can't communicate. I want to be reimbursed $500 for wasting days of my time and causing severe stress

I would never want to do business with them again. Absolute worse experiences. They cheat and share personal information. Please make sure to check your bill they like to charge for things you've never authorized .they might offer discounts but they never apply them to your account.. when you call to complain or seal answers they send to you at least 10 different people. Maybe one person ccan actually help you or so you think until the issues arise again and your back on the phone.

Comcast uses deceptive practices in online advertising by offering promotional rates ($24.99/12 months) for signing up online and then billing at the full retail rate ($66.95/month) on the first bill. After several hours on the phone with likely every department within Comcast, my issue has not been resolved and no one can offer me the promotional rate I should have been eligible for online. Furthermore, I am paying for 25mbps Internet service and according to Comcast speed tests never receive more than 7mbps download speeds. This has also been brought up to customer service yet they have no response and cannot offer any resolution. Comcast is disinterested in customer service and too big to respond properly with governance/oversight to legitimate customer concerns.

The reason I am writing comment is because Comcast is cheating me as customer. I signed up for service internet for 50 Mbps but connect is 2 Mbps for years. I called Comcast's customers on 08/31/15 for help but they disconnected my calls twice without notice and never call back. The bill increased with no reason and service is so poor. Most of all time, internet connection was so slow. I want to sue this company for lying customers to offer customers with no guaranty.

Comcast mistakenly disconnected my service (from the drop at the street pole) two times in 9 months. On the first occasion, in Dec 2014, my service was not re-connected until after 3 missed appointments & 2.5 weeks had passed. The second occurrence, in September 2015, was restored in a relatively quicker 3 days time, but with two missed appointments. Crediting per day for the missed service time & wasted mornings doesn't begin to cover the aggravation of having no phone/internet. And for it to be technician error in both instances makes it all the more irritating. To top it off, I can't speak to a local (or even regional) service center to get my technical issues resolved. I was stuck dealing with an overseas call center with no connection to the service side of my local Comcast. With a repeat occurrence like this I really should have been given the opportunity to speak to the local service manager. If they want to remain so disconnected from their customers, it should come as no surprise to them when their customers choose to disconnect from Comcast.

The customer service provided is awful. Yesterday, I had an issue that required a technician to come out and check a jack. In talking with an agent, I had an appointment scheduled for the following day between 3 – 5. Based on this appointment, I took time off from work. This morning I received a call from the automated system stating that all appointments scheduled in my area had been cancelled because they fixed an outage issue. My issue had nothing to do with the “outage,” and I was not asked if I wanted to cancel my appointment. For Comcast to arbitrarily cancel all appointments without seeing if they related to the “outage” or not speaks volumes to their disregard to the care of their customers.
Since then, I have placed no fewer than 7 different calls to Xfinity (Comcast) to get this issue resolved. One time I was told that the next available appointment is on the 22nd, which is a week away and is totally unacceptable since I didn’t cancel my appointment. Another time, I was able to get the ticket escalated, and was told that a technician would call me by 1:00 pm CST. I called Comcast back at 1:46 pm when I didn’t get the phone call, and was promised, yet again, that a technician would call within the hour. I called around 3:00 pm when I still didn’t hear from anyone, at which time I was transferred after talking to different people, and then hung up on.
If this is the level of customer service that I can expect from Comcast, who does not have any other cable completion in the Nashville area, then I will definitely be cancelling my service and will go with a satellite provider.

I am furious with Comcast. I have had their service since February 2015 and have not had properly working internet. I called several times and two times scheduled appointments and no one came. They then blamed me saying that they had no record of the appointment and that I must have not made one. When asked to reschedule the woman did not accept my having ac-section the day she wanted to make the appointment and made it seem as though they could not come for weeks on end. They eventually came and still did not resolve the issue and told me to buy a 50 dollar item from somewhere else and that this was my problem not theirs. I have been spoken to my their workers as if I am uneducated, lying and that they do not have time for me. I cannot wait to cancel once my contract is up. They are the worst service ever have had!

I live in a[redacted] a[redacted] county maryland zip code 2[redacted], which baltimore city shares the same zip code and comcast wanna tell me they dont offer service in my neighborhood but few blocks from my neighborhood they offer service. And ive seen the xfinity trucks in my neighborhood before. Youd think the would want more buisness. Take my money elsewhere

Xfinity sells reps lie. They tell you what you want to hear to make a sell. I called to have my residencial service cancelled so I could switch to business class. They quoted me a price for Internet and TV, came and switched out the equipment, but never changed anything. I was told over the phone that I would have unlimited data, but a month later was charged overage fees. When I called to ask why, I was told I needed to switch out my equipment again and it would cost $50 more a month with a $200 connection fee. No one I spoke to could tell me who I spoke to, nor could they find the technician who came and switched out the equipment. Xfinity and Comcast are con artists guilty of false advertising and lying to consumers as well as their existing customers.

It is difficult to record the degree of problems with Comcast throughout the last couple of days. When I initially called the first representative the representative told me that I needed to go to the Comcast store to pick up a wi fi extender and schedule an appointment for installation. Since there were some inconsistencies, I called and spoke with a second representative who said that Comcast no longer stocked the wifi extender and that I would need to purchase, and schedule an appointment for installation. A supervisor confirmed this information and that I had an appointment on Jan 4 between 1230 and 230 pm. Shortly after 2pm the installer arrived telling me he was only here to change the modem but could not install the extender. He went to his truck allegedly to speak to his supervisor and never returned. Neither the modem was replaced nor was the extended installed. I called Comcast, after a lengthy hold time, I finally spoke with a supervisor who told me that my appointment was rescheduled for Jan 5 1230-230. The supervisor was supposed to email the specifics of our agreement and call to make certain that what was being done was what we mutually agreed upon. He did not call or email When looking at my account, the appointment was actually scheduled for Thursday at another time. I called again, after another one hour of hold, I once again spoke with the supervisor. Once again he stated that he would email me, instead, we were disconnected. I call again and after another hold spoke with a different supervisor who says that tomorrow is not available between 1230-230, only 8-10. During the course of today I have been on the phone with Comcast for almost 4 hours. The last supervisor started to instruct me how to install the extender by myself and offered me a $20 credit for my inconvenience. There was certainly more that transpired, but these are the highlights. I will be actively looking for another service plan. After 40 years of being a customer I really do not want to have to change, but the level of incompetence is beyond belief.

I sent an inquiry to Comcast's business department, to see if they could provide services for my home business. They initially were friendly and good to follow up, offering pricing that was just too high for me. I told them I was not interested at that time.
Since then, I have gotten over 10 phone calls and multiple more e-mails asking if I'm interested. Each time I have said no, and asked them to remove me from their call list.
But the emails and calls keep on coming. This company is absolutely ridiculous. They say they'll remove you from their list, but that's an absolute lie. I will never, ever recommend Comcast for ANYTHING.

Review: I currently have service with Comcast (Xfinity) in my home. I have recently moved and had service transferred to the new address. (3) times since the move the internet has stopped working (within a month's time). When I call customer service, the estimated wait time has been 30-40 minutes not including the trouble-shooting portion of the call. Their response was that the modem was working fine and I did not need another one though I have requested a replacement. The third phone call lasted 1 hour and 27 mins at which the 1st operator insisted on pushing a 12 month contract at a reduced rate rather than addressing the problem. I asked to speak to a supervisor, but the operator insisted on pushing this 12-month deal. So I agreed, and they did something to my cable while I was on hold which consequently knocked part of my cable channels out. The operator quickly dismissed me and transferred me to someone else so that he could "trouble shoot" my cable. Mind you I called about problems with my internet and now my cable doesn't work. I insisted several times that the operator transfer me to a supervisor, but he was insistent in trying to trouble shoot the cable. At the 1 hour 27 min mark, I told him that the conversation was over and that I demanded to speak to a supervisor. He told me the supervisor would call me in ten minutes if I would hang up. The call never came. Comcast makes all sorts of claims about "Customer Satisfaction", but a customer needs to have a block of time of several hours IF he/she gets to speak to someone. The cable eventually came back an hour later and a technician is scheduled to come over on Sunday. They also promised to mail me a replacement modem. BUT the issue here is that Comcast at the first go-around should have taken ownership of this issue AND a phone call to them should not take an average of 30-45 mins on hold to resolve an issue. The fact that a supervisor was promised but never provided is a disgrace to any customer-service company.Desired Settlement: I want someone to call me and apologize for the 3+ hours I have wasted of my life on hold in the last month and I want it to be the supervisor who was working the call center on the night of 11/13/2013 at around 7:30pm EST for not doing his/her job in speaking with me. I also want assurance that a replacement modem is being delivered to my house, and I want a billing credit of (1) month.

I also want Comcast to update my account with the address I provided them a month ago online so that I can pay my bill online. This should have been done a long time ago.

Business

Response:

December 3, 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 13, 2013

Re: [redacted]

[redacted]

[redacted]

This letter is in response to the complaint filed by [redacted], received in our office November 14, 2013 regarding technical difficulties with wireless internet and customer service concerns.

I spoke with **. [redacted] on November 15, 2013 and informed him that we do not guarantee a wireless connection, and that there are a number of things that can cause interference with wireless service. Our records indicate that **. [redacted]’s signal levels were within specifications. We also informed **. [redacted] that he should connect his PC or laptop directly to the modem to confirm that he is receiving the internet service. **. [redacted] states that he only uses a wireless connection. We also offered our advanced technical support of Xfinity Signature Support which he can use for no extra cost as long as he is renting our modem. Lastly, per **. [redacted]’s request, we scheduled a service appointment for November 23, 2013 to have a technician come out to his home to exchange his modem. **. [redacted] informed us at this time, exchanging his modem was his only concern. We apologized for any inconvenience with our Customer Service. The request for compensation is not justified and has therefore, been denied as we do not charge a monthly fee for a wireless connection.

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 9:30a-5:30p.

Regards,

Executive Support 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:

It was MY request that my modem be exchanged, not by their recommendation or offering.

When [redacted] called me, it was to argue with me on the point that their signals and data to my modem were correct and that there was nothing they could do about WiFi transmissions within my home. After 2 different calls with [redacted] the day of November 15th, I finally told her that I was not going to argue anymore with her over the signals and data point that she kept repeating. I also told her that the chief issue was, that as a paying customer, I had lost my wireless internet 3 times within a month of moving to my new residence and never had issues prior to moving. It was then I demanded a service call and an exchange of my modem. She warned me that if I elected to have a service tech come to my house, and the problem wasn't Comcast's, that I would be charged. I agreed to these conditions and she scheduled an appointment.

On November 19, a representative called and left a voice mail message saying that my service was going to be disconnected because I was fraudulently receiving internet service at my home. In their system, she explained, they showed that my address was a 'business'. The representative informed me that my service request was going to be canceled until a representative from their Business Department called me.

This shut-off action or the phone call never happened.

On the morning of November 23, a tech arrived at my house, and after describing to him what my problems were, he quickly ruled the modem as my problem.

"Just because signal is being fed to your house doesn't mean the modem is transmitting the signal like it should. These (speaking of my modem) are junk. Let me give you the modem I use at my house." And with that, the tech switched out my modem. As of December 6, I have had no problems with my connection.

Along with the wireless issue, I placed a call November 29 because Comcast had screwed up my billing information with the move so that the only way to pay after 5pm was to wait 30 minutes or more to speak to a live person. My online login and account number had been screwed up. According to Comcast, this issue has been resolved.

There have been MANY appologies from Comcast concerning the debacle of my move, which was only 3 miles from my last place, but NO ONE has taken responsibility of my issues or offered alternatives to fix the problem, such as the option of replacing my modem. I had to call 3 different times, contact the Revdex.com, and then demand a replacement modem from [redacted]. So far, it looks a cheaply-made modem was the problem after all. Why all of this fuss over an inexpensive modem????

I have yet to see if I was charged for the service call.

I don't want just another apology from Comcast; I want someone to take ownership of they're grand ineptitude concerning this situation and offer a solution for compensation.

Regards,

[redacted], **.

Business

Response:

December 17, 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: December 10, 2013

Re: [redacted]

[redacted]

[redacted]

This letter is in response to the complaint rebuttal filed by [redacted], received in our office December 10, 2013 regarding technical difficulties with wireless internet and customer service concerns.

During our conversation with **. [redacted] on November 15, 2013, we informed him that we were unable to support or guarantee a wireless connection at his location. He was informed that there are several factors that could compromise the integrity of his wireless signal. Upon further review we were able to confirm that **. [redacted]’s signal levels to the cable modem were within specifications. **. [redacted] was encouraged to connect his PC or laptop directly to the modem to confirm that he is receiving the internet service; however, **. [redacted] declined and stated that he only uses a wireless connection. At that time, we offered our advanced technical support of Xfinity Signature Support which he can use for no extra cost as long as he is renting our modem.

Per **. [redacted]’s request, a service appointment was scheduled for November 23, 2013, to have a technician come out to his home to exchange his modem; which was completed on November 23, 2013. We apologized **.[redacted] for any inconvenience he may have experienced with our Customer Service while working to resolve his issue. **.[redacted]'s request for compensation for the wireless signal was denied, as he was informed that we do not support or charge for the wireless signal.

We were recently able to correspond with **. [redacted] via e-mail on December 13, 2013 and again apologized for any inconvenience and thanked him for his feedback. We again explained to **. [redacted] that wireless is not a service that we charge for, but we do offer our advance technical support if he requires assistance with his wireless devices. We issued **. [redacted] a Comcast Customer Guarantee credit which will appear on his billing statement dated December 19, 2013. We apologized for any inconvenience he experienced. This is our final position on 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 ###-###-#### Monday-Friday 9:30a-5:30p.

Regards,

Executive Support 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 as [redacted], [redacted]'s boss, was able to resolve my issues.

Regards,

[redacted], **.

Review: I am not receiving the service I am paying for from Comcast. I began having issues with my internet Friday, November29, 2013. I called tech support for my tech issue and was scheduled for a technician to come to my home on Monday, December 2, 2013. The technician did now have the proper equipment on his truck when he arrived to my home. the technician stated that he would bring the new modem I needed back to my home at the end of his day. This never happen which caused me to miss another day of work due to internet speeds not at what I pay for monthly. I use my internet to work from home and with this issue I have missed 3 days of work (Friday, Sunday, and Monday November 29 - December 2) so far. I begin calling in to tech support to speak with a supervisor for better assistance. I spent over 2 hours calling in to continued to be hung up on by the automated system as well as 2 Supervisors [redacted] and [redacted]. I called back December 3, Tuesday and was hung up on by 2 advisors when I asked to speak to a supervisor. Finally I did get to a supervisor (advisor said her name was [redacted] but supervisor said her name was [redacted]). [redacted] did listen to my complaint and then transferred me back to an advisor without any notice that this was being done. [redacted], the advisor I finally spoke with has been the most helpful. He provided me with a service location where I have to go pick up a new modem to see if this resolves my flucuating speeds issue. I am having to drive across town to retrieve this equipment when the technician that was at my home on Monday should have had this equipment on his truck. Since moving to [redacted] in May 2013, this is the 2nd bad experience I have had with Comcast Technicians. The installation in May the technician spent 6 hours on the phone with his personal cell phone provider and attempted to drag my friend and myself into his personal issue. the technician in May went as far to physically stop me from leaving my home (with another adult staying in the home) so that I was not able to go get my 5yr old son food to eat because I would not speak to his personal cell phone provider about updating his personal phone. Placing your Technician ahead of my child is something that should have never been an issue or something that should NEVER take place!!! Needless to say the technician had to return on Sunday, Mother's day to complete the installation because he was not able to work on Saturday due to issue with his cell phone provider. Not the way any mother wants to spend her day!!!Desired Settlement: I first need for my service to be stable without varying internet speeds, second I need to be adequate compensated for all the issues of the horrible customer service I have received. I have missed 3 days of work, had to drive across town to retrieve new equipment that should have been brought to my home, and I have been treated with the worst customer service I have ever experienced in my life!!!!! The disconnecting while I am in middle sentence from both advisors and supervisors is completely unacceptable!!!!!

Business

Response:

December 16, 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: December 4, 2013

Re: [redacted]

[redacted]

[redacted]

Dear Sir or Madam,

This letter is in response to the complaint filed by **. [redacted], received in our office on December 3, 2013 regarding technical difficulties with her service.

I spoke with **. [redacted] on December 5, 2013 and confirmed the service related issues she experienced are no longer an issue. The internet speed issue was resolved on December 3, 2013 when **. [redacted] replaced the modem at a local service center. I also informed **. [redacted] that a credit was applied to her account on December 5, 2013 for the loss of service she experienced and the delay to resolve this matter. The credit will appear on her next billing statement, which will be issued on December 5, 2013.

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 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: Was in constant contact with company letting them know I was moving and would be mailing back their equipment. As soon as the company received the equipment they sent over a bill to collections. Unethical business practices.Desired Settlement: remove negative information from credit.

Business

Response:

April 24, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 3, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office April 3, 2014 in regard to a collection notice he received. On April 10, 2014, I was able to speak with **. [redacted] and informed him there is an existing balance on the closed account. **. [redacted] made a payment to the closed account for the full amount due on April 10, 2014.I advised **. [redacted] I updated our collections department that the account has been paid in full. **. [redacted] has been provided with my direct contact information to reach me if he should have any additional concerns. 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] Ext. [redacted]. Regards, [redacted] Executive Customer Relations

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: Poor customer service from representatives at the ###-###-#### number. Received wrong information regarding install the entire weekend. Request credit

I called Comcast on 5/2/2014 to express complaint about in-service installs that were not completed on service date of 5/2/2014. I called three times that day, first at 4:23pm and got an automated system that said that technician was on the way. I called at 6:17pm and representative said that he was still on the way. I called again at 7:27pm after tech sat in the driveway without knocking, ringing doorbell or leaving a door tag, to see why the tech left. I was told by a gentleman that dispatch was closed & to callback in the morning to get tech back out. I called on 5/3 around 7:30AM and spoke to a representative. After voicing my complaint that technician did not come to door or install my equipment, the representative placed me on hold and called the retention department trying to find out what happened. I got disconnected and called back and spoke to a representative and was transferred back to the retention department. I was told that I had an appointment on today between 3-5pm. I called at 3:22, spoke to [redacted] and he said that he sent a message to the dispatcher for eta of arrival, no callback. Called back at 4:00pm to be told that I do not have an appointment for today, I asked to speak to a manager and got [redacted] in wireless networking (he said he was a manager), he was rude and was not of assistance. He dropped me into [redacted], and she dropped me into [redacted] in the sales department. I then called on Monday morning and was told that I could not get an appointment until Wednesday. I asked if I could go pick up the self-install kit to install myself because I had been without internet the entire weekend. I picked up the equipment on 5/5/2014. Installed equipment only to find that I did not have a signal, so I scheduled another appointment for Thursday. Thursday, the tech finally showed up and installed my equipment. I spoke to numerous departments over the course of this debacle (retention, technical support, wireless networking, sales) for hours on end and to not receive or get anyone on the phone that could assist me was horrifying. I was told on 5/3 by [redacted] that a credit would be issued seeing that the customer guarantee was not met the first time and after receiving the first bill, there was no credit. I even asked for a supervisor to call me and received a reference # [redacted] by [redacted] and [redacted] did call. I tried calling him back and left him a voice mail and he hasn't called back. I tried calling Comcast back today on 5/10/2014 and was on the phone for 30 minutes. Jacqueline told me that technical support would handle my credit/customer guarantee, she transferred me to a lady that I could not understand (due to broken English), she transferred me back to an account executive [redacted]. [redacted] did not want to create another reference number for a supervisor to call me back, and I explained to her that I was on the phone at that time for over 30 minutes and did not want to continue to hold. Only to be told that she could not get me a supervisor at this time and could not create another reference #, a supervisor would call me back in regards to my complaint or issue.Desired Settlement: I am disgusted that a corporation as large as Comcast has incompetent people working for them and cannot resolve an issue as simple as a compensation for the inconvenience I have received since this service was created. A one time customer-guarantee credit is unacceptable at this point. I asked numerous representatives if these calls were being recorded because every time I called, no one had documented the file with any of my issues or complaints. I was told that the calls are recorded and that

Business

Response:

June 27, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 11, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office June 11, 2014 referencing an installation request. I spoke with **. [redacted] on June 17, 2014 and confirmed the installation of new services was completed on May 8, 2014. Review of the account indicates that four appointments for the installation were missed due to dispatch rescheduling the installation due to office correction. I also advised **. [redacted] that a credit for the four missed appointments was applied to her account on June 17, 2014. The credits will be reflected on the July 6, 2014 billing statement. I apologize for any inconvenience received 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, [redacted]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 [redacted], and find that this resolution is satisfactory to me.

Regards,