Comcast Corporation

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The initial problem was resolved by the technician who spent hours at my home finally diagnosing that I had been given the incorrect card for my [redacted] and replacing the card with a correct card After this complaint was lodged I did get a call from a Comcast representative, during which I pointed out that I was also being charged for services which I had not ordered and was not receiving After a lengthy conversation these items were removed from my billI then attempted to watch tv but was unable to do so as there was no cable connection I tried to reach out to the representative with whom I had just spoken and my call was transferred and dropped several timesFinally I gave in and called the number I had previously called to pair my [redacted] and this time it was successfulI was told that it was previously paired incorrectly This time I only had to make phone calls and spent hours to resolve the issue Regards, [redacted] ***

August 31, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: August 4, Re: [redacted] [redacted] Knoxville, TN [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] , received in our office August 4, 2015, regarding a disconnection request I attempted to reach [redacted] several times, using all methods provided, to discuss the above referenced concernsUnfortunately, my attempts were unsuccessfulHowever, a review of the account shows that on August 13, account at [redacted] Knoxville, TN [redacted] was disconnectedThe disconnection was backdated to reflect a stop bill date of June 1, 2015, which resulted in the removal all charges billed after June 1, I have provided my direct contact information, via voicemail, email, as well as listing it belowI apologize for any inconvenience experiencedShould [redacted] require additional assistance, direct contact is necessary I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Laura H Executive Customer Relations

December 6, Revdex.com of Metro Washington DC & Eastern PennsylvaniaJohn F Kennedy Blvd., Suite 1330Philadelphia, PA Case Number: [redacted] Date of Notice: November 16, Re: [redacted] [redacted] *** [redacted] *** Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office on November 16, regarding Comcast service I spoke with [redacted] on November 19, to discuss his concernsI apologized for any frustration or inconvenience he may have experienced in resolving this matter On April 18, [redacted] had our Xfinity Performance internet only installed at a promotional rate from April 18, to October 18, No record of a prepaid card offer was found in the account history and this promotion did not include a rebateAs the first payment was late, any rebate offer would have been voidedAs a courtesy, a monthly billing credit and an internet speed increase at no cost were applied to [redacted] ’ account on November 19, for the duration of months which will expire November 19, The monthly billing credit will appear on the December 7, billing statementI trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Laura H.Comcast Executive Customer Relations

September 4, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: August 28, Re: [redacted] [redacted] Ridgefield, CT [redacted] Dear Sir or Madam, This letter is in response to the rebuttal filed by [redacted] , received in our office August 28, in regard to an intermittent service concern I corresponded with [redacted] , via email, on September 4, and confirmed the service related issues were resolved on September 2, by replacing outside wiringA credit was applied to the account on September 4, for the intermittent serviceThe credit will appear on the next billing statement, which will be issued on September 26, I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Thomas C [redacted] Executive Customer Relations Western New England Region

April 30, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: April 12, Re: [redacted] Richland Avenue Harrisburg, PA Dear Sir or Madam, This letter is in response to the complaint filed by Ms [redacted] , received in our office April 13, 2015, regarding an issue with their rebateOn April 13, 2015, I spoke with Ms [redacted] in regard to their concernsAs per the agreement Ms [redacted] accepted on November 23, 2014, they are still within the timeframe they can expect to receive the [redacted] prepaid card rebateThey can expect to receive the rebate within 4-weeks from March 7, I apologized for any frustration experienced in attempting to discuss and address this matterI trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Matthew F [redacted] Executive Customer Relations

September 10, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: August 30, Re: [redacted] [redacted] Brandon, MS [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] , received in our office August 30, 2015, referencing a billing adjustment On September 1, 2015, I spoke with [redacted] and confirmed that an adjustment was applied to the account on September 1, 2015, for billing issuesThe adjustment will appear on the next billing statement, which will be issued on October 3, On September 1, 2015, a monthly promotional discount was applied to the accountThe promotion will be from September 1, 2015, until September 1, I apologize for any inconvenience experienced while addressing this matter I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, LionelM Executive Customer Relations

June 16, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: June 8, Re: [redacted] [redacted] Seattle, WA [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] ***, received in our office June 8, in regard to early termination fees I spoke with [redacted] on June 13, and apologized for their overall experience, including any inconvenience or frustration they may have endured while attempting to have these issues resolvedOur records indicate that [redacted] transferred services to their current address on May 23, and disconnected the Xfinity Home Security portion of their service on June 8, Therefore, after reviewing the request, we have made the decision to waive the early termination fees associated with the cancellation of the Xfinity Home Security service to honor our day money back guaranteeA credit was applied to the account on June 8, for the early termination fees and this credit will appear on the billing statement dated June 25, I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Ext [redacted] Regards, Justin S Xfinity Home Security Escalations

October 28, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: October 20, Re: [redacted] *** [redacted] Brighton, Michigan [redacted] Dear Sir/Madam: This letter is in response to the complaint filed by [redacted] , received in our office October 20, regarding a billing concern A Comcast representative spoke with ** [redacted] , authorized account user on October 21, and discussed her concernsA detailed explanation of the charges reflected on her previous billing statements was provided In an effort to reach a satisfactory resolution, ** [redacted] ’ Comcast account was placed into a new offer for a free Digital Video Recorder (DVR) converter box for months, which resolved her package pricing concernThe promotional offer is effective October 21, and will expire November 19, ** [redacted] is aware the package change will reflect on the next billing statement dated November 7, An apology was provided to ** [redacted] for any inconvenience she experienced while attempting to further discuss this matter I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact Bethany at ###-###-#### Regards, Brad L [redacted] Executive Customer Care Specialist

June 15, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: May 18, Re: [redacted] *** [redacted] West Roxbury, MA [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] , received in our office May 18, 2016, in regard to a promotional offer concern Upon receipt of this complaint, a review was made of [redacted] ’s accountOur records indicate on May 9, 2016, [redacted] ordered service through our websiteHowever, due to an error, the incorrect rate was applied to the accountOn May 16, 2016, the correct promotional rate and a credit to offset the extra charges incurred was applied to the account which was reflected on the June 7, billing statementOn May 24, 2016, the error was corrected on the website On May 25, 2016, I spoke with [redacted] to advise her of the aforementioned information and apologize for any inconvenience experienced attempting to resolve this issueI informed [redacted] that the promotion she signed up for does not include HD service On May 25, 2016, I applied a one year promotion for the HD Technology Fee and a credit was applied to the account for the billing errorThe HD Technology Fee promotion will expire on May 25, and increase to the regular rateThe credit will be reflected on the June 7, billing statement I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Jeremy C [redacted] Regulatory Compliance Specialist

March 31, Better Business Bureau John FKennedy Blvd., Suite Philadelphia PA Complaint DepartmentRe: [redacted] [redacted] Memphis, TN ***Revdex.com File Number: [redacted] Response Type: NOIC-Notice of Informal ComplaintDate of Notice: March 15, 2016Dear Sir or Madam: This letter is in response to the above-referenced inquiry submitted to your office by ** [redacted] *** Effective November 1, 2013, pursuant to Section of the Customer Agreement for Residential Services, Comcast implemented a data usage plan that established a usage threshold of GB per month for all of its residential XFINITY Internet customers in [redacted] ***’s areaUnder the data usage plan, customers are given three courtesy months during which they will not be billed for exceeding their data usage thresholdIf the threshold is exceeded a fourth time, and on any subsequent occurrence, the customer will be charged $for each additional GB block of data providedEffective December 1, 2015, for an additional monthly rate of $35.00, XFINITY Internet customers in [redacted] ***’s area can enroll in an Unlimited Data Option plan, enabling them to exceed their data usage threshold without being charged for additional data blocks; customers whose regular monthly use exceeds GB can therefore realize significant cost-savings through this optional planThe Unlimited Data Option plan will take effect on the first day of the month following the date of enrollment, and customers can opt out at any time and return to their previous GB monthly usage planCustomers in [redacted] ***'s area were notified of the change to the XFINITY High-Speed Internet service plan via email approximately one month prior to its implementationNew customers receive a link to the data usage policy via email during the first week of their XFINITY Internet serviceFrequently asked questions and answers about the plan are available online Comcast also provides customers: • An individualized data usage meter to track monthly usage for their XFINITY Internet account, which is available upon log in, and its accuracy is authenticated by a third party auditor• Automatic email notifications when they reach 90, 100, 110, and percent of their data usage allotmentOn March 15, 2016, a Comcast Customer Security Assurance technician contacted [redacted] to advise her of the aforementioned information and address any other concernsThe technician provided his direct contact information so that [redacted] can contact him with any further questions or concernsA Comcast Executive Customer Relations Representative made several attempts to contact [redacted] to address her service concern, unfortunately, all attempts were unsuccessfulIn order to address [redacted] ***’s service concern, we would need to speak with herThe representative provided his direct contact information should [redacted] have further questions regarding this matter.I trust this letter provides your office with the information required in this matterI am providing a copy of this letter to [redacted] so we can be contacted with any further questions or concerns Sincerely, Customer Security Assurance###-###-####

October 15, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: October 6, Re: [redacted] [redacted] Littleton, CO [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by billing [redacted] , received in our office October 6, in regard to receiving promotional rates and issues with a transfer of service I spoke with ** [redacted] on October 14, and confirmed that a month transitional promotional rate for HD Preferred plus Triple Play has been applied to the account and backdated to the date the service was transferred to new addressThe year one rate of the promotion is billed from June 23, through June 22, The year two rate will be billed from June 23, through June 22, At the conclusion of the promotion, standard retail rates will applyThe balance on the account was corrected with an auto-calculated pro-rated adjustment when the promotional rate added to the account was backdated to June 23, The pro-rated adjustment applied to the account balance on October 5, and was present on the October 13, billing statement The transfer of service was correctly processedHowever, ** [redacted] ’s Comcast user ID was not migrated to her new accountI confirmed that the user ID has been moved to the correct account on October 6, I apologize for any inconvenience or frustration may have experienced while addressing this matter** [redacted] stated that she has been experiencing intermittent service issues still, but has declined a service visit at this time, as she is not sure what her schedule is likeI have provided her with my direct contact information should she require further assistance with this matter I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Ext [redacted] Regards, Nicholas B Executive Customer Relations Comcast | West Division

August 19, Revdex.com of Metro Washington DC & Eastern Pennsylvania John FKennedy Blvd., Suite Philadelphia, PA Re: Case Number: [redacted] Date of Notice: August 10, *** [redacted] Jacksonville, FL [redacted] Dear Sir/Madam: This letter is in response to the above-referenced complaint filed with your organization by [redacted] regarding a billing concern On August 12, 2016, I spoke with [redacted] and confirmed that she is in possession of the equipment for which she is being billedI advised [redacted] that the equipment fee will be removed from her account once the equipment is returnedI also advised [redacted] that Comcast’s records indicate that pay-per view movies were ordered via her remote control and the charges for the movies are validAs a courtesy, I applied the credits promised to [redacted] on August 12, The credits will be reflected on the September billing statementI apologized for any inconvenience or frustration experienced in attempting to resolve this issue I trust that this letter provides your office with the information required for resolution in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Desaree M Executive Customer Relations

March 14, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: March 5, Re: [redacted] Philadelphia, PA [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by *** [redacted] , received in our office March 5, in regard to early termination fees On March 10, 2016, I spoke with *** [redacted] and an explanation concerning responsibility for early termination fees has been provided*** [redacted] states she was having service issues and was requesting creditHowever, we are unable to schedule a service call appointment to address the service issue due to the inactive status of her account*** [redacted] ’s service was disconnected on January 13, due to her account being past dueDue to no service call, we are unable to provide any credits or compensation at this time However, our records indicate that *** [redacted] ’ residence did have a service call appointment completed on December 9, in which internal wiring, a splitter, and a wireless gateway were replaced at that time** [redacted] ’ account was issued credit on December 7, to compensate for the service issues encountered up to that pointI provided *** [redacted] with the details of her current balance that was dueI apologized for any inconvenience that may have been experienced in attempting to resolve this issue I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-####, Monday through Friday, between the hours of 10:am and 6:pm Regards, Patricia C [redacted] Comcast Executive Customer Relations

November 30, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: November 23, Re: [redacted] [redacted] Apt [redacted] Philadelphia, PA [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by ** [redacted] , received in our office November 23, in regard to receiving promotional rates I spoke with [redacted] on November 24, and a month promotional rate for XFINITY Internet Plus double play bundle has been applied to the account effective November 24, At the conclusion of the promotion, standard retail rates will apply [redacted] was subscribed to XFINITY Limited basic cable then upgraded to XFINITY high speed internet serviceI honored the promotional rate that was offered to [redacted] on November 7, The XFINITY Internet Plus double play month promotional rate plus applicable taxes and fees will reflect on her December 9, billing statementI apologized to [redacted] for any frustration and inconvenience that she may have experienced while attempting to resolve her concern I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### between the hours of 9:00am-5:30pm Monday through Friday Regards, MsP [redacted] Comcast Executive Customer Relations

May 17, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: May 6, Re: [redacted] [redacted] Brentwood, TN [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] ***, received in our office May 6, in regard to a collection notice I attempted to reach [redacted] several times, using all methods provided, to discuss the concernsUnfortunately, my attempts were unsuccessfulHowever, our records indicate that the previous account was voluntarily disconnected on January 17, Neither the current account nor previous account has an outstanding balanceWe would need to speak with [redacted] to resolve any billing issues I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Lionel M Executive Customer Relations

May 20, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: April 16, Re: [redacted] [redacted] Bentonville, AR [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] ***, received in our office April 11, 2016, referencing equipment charges Upon receipt of [redacted] ***’s additional concerns, we contacted our collections department on May 17, They confirmed that the account is closed and no longer is in collectionsAny balance due notice [redacted] received can be considered void as it would have processed during the finalization of the account As requested, no contact was made to [redacted] ***; however, we do encourage him to reach out to us with any questions or concerns regarding this I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Matthew F [redacted] Executive Customer Relations

October 13, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: October 5, Re: [redacted] [redacted] Dearborn Heights, MI [redacted] Dear Sir/Madam: This letter is in response to the complaint filed by [redacted] , received in our office October 5, regarding a billing concern A Comcast representative spoke with [redacted] on October 11, and resolved her concernOur records reflect on July 21, 2009, two additional digital outlets were added to [redacted] ***’s accountIn addition, on January 22, 2014, the HD Technology Fee was added to the accountThese charges were added in error, and were removed from [redacted] ’ Comcast account effective October 11, A credit for the charges was applied to [redacted] account on October 11, and will be reflected on the billing statement dated October 21, In an additional effort to reach a satisfactory resolution, [redacted] ’ service was repackaged into a new promotional offer on October 11, The Digital Preferred Triple Play bundle is on a year tiered offer where the first year promotional rate will end on November 2, and the second year rate will be applicableThe change of service and associated billing adjustment will be reflected on the billing statement dated October 21, An apology was provided to [redacted] for any inconvenience she experiences in attempting to further discuss this matter I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact Heater at ###-###-#### Regards, Andrea B [redacted] Executive Customer Care Specialist

March 30, Revdex.com of Metro Washington DC & Eastern Pennsylvania John F Kennedy Blvd., Suite Philadelphia, PA Case Number: [redacted] Date of Notice: March 24, Re: [redacted] [redacted] Saint Johns, FL [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] , received in our office March 24, regarding service related issues I spoke with [redacted] , an authorized user on [redacted] ’s account, on March 30, and confirmed the service related issues were resolved on March 28, by the technician clearing and balancing the nodeA credit was applied to the account on March 30, for time without service from March 14, through March 29, The credit will appear on the next billing statement, which will be issued on April 12, I apologized for any inconvenience experienced in attempting to have this matter resolved I trust that this letter provides your office with the information required in this matterShould you have any questions or need additional information, please contact me at ###-###-#### Regards, Diane D Executive Customer Relations

June 22, Revdex.com John FKennedy Blvd., Suite Philadelphia PA Complaint Department Re: [redacted] [redacted] Nashville, TN [redacted] Revdex.com File Number: [redacted] Date of Notice: June 7, Dear Sir or Madam: This letter is in response to the above-referenced complaint submitted to the Revdex.com by [redacted] In certain markets, Comcast is trialing a usage-based billing approach that relieves users who use less Internet data from paying the same price as heavier end users, while enabling those heavier end users to continue using as much data as they want without being subjected to a hard capThis pro-consumer policy helps to ensure that Comcast’s customers are treated fairly, such that those customers who choose to use more Internet data can pay more to do so, and those customers who choose to use less, pay lessComcast’s data usage plan trials are not intended or designed to manage congestion on its networkEffective June 1, 2016, all of the data usage thresholds in the markets where we are trialing data usage plans were increased from GB to TBOur typical XFINITY Internet customer uses only GB or percent of TB per monthThose very few customers who wish to use more than TB per month will be provided additional buckets of GB for $each, with total overage charges capped at $per month, or if they prefer to avoid unexpected overages, they can sign up for an unlimited data plan for an additional $per monthUnder this policy, which is described in detail online, customers are given two courtesy months during which they will not be billed for exceeding their data usage thresholdIf the threshold is exceeded a third time, no further courtesy months will be provided When the data usage plan trial launched, affected customers were notified of the data usage plan policy via U.S.P.Smail and/or email approximately one month prior to its implementation and a reminder email was sent the day of launchNew customers receive a link to the data usage policy via email during the first week of their XFINITY Internet serviceThe policy and frequently asked questions are available for review onlineComcast also provides customers with the following methods of data tracking and notification: • An individualized data usage meter for every XFINITY Internet account is available online upon log in • Automatic notification will be sent to customers who have reached 90, 100, and percent of their data usage allotmentA Comcast Customer Security Assurance technician made several attempts to contact [redacted] to advise her of the aforementioned information and address any other concernsUnfortunately, all attempts were unsuccessfulThe technician left a message with his direct contact information should [redacted] have any further questionsOn June 10, 2016, a Comcast Executive Customer Relations representative contacted [redacted] regarding her service concernsThe representative subsequently scheduled a service appointment for June 12, On June 12, 2016, a follow up call was made upon the completion of [redacted] ’s service appointment to advise her that the technician’s review did not reveal any problemsUnfortunately, the attempt was unsuccessfulThe representative provided his direct contact information should [redacted] have any further questionsOn June 16, 2016, [redacted] informed the technician that her services are now working to her satisfactionI trust this letter provides your office with the information required in this matterI am providing a copy of this letter to [redacted] so that she can contact the Customer Security Assurance team with further questions or concernsSincerely, Customer Security Assurance ###-###-####