Comcast Corporation

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

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], **.

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.

Review: Never disconnected service when suppose to. The service was suppose to be cancelled on June 10th and never was, whn I brought in the equipment on July 3rd they informed me that my service was never turned off so she did it while I was dropping off equipment. We have our final bill and were not paying for services we didn't receive. I call on 7/9/14 and was on the phone almost 2 hours with no resolution. This needs to be fixed immediatley. The account is under my husbands name Steven workman and you already have been given permission to speak with me.Desired Settlement: Refund for that time period

Business

Response:

July 29, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: July 10, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office July 10, 2014 referencing a billing adjustment. On 7/22/2014 contact was made with [redacted] in regard to her concerns. An adjustment has been applied to her account on July 22, 2014 for the 30 day money back guarantee. Our records indicate there was some miscommunication regarding the disconnection date. [redacted] account was disconnected on July 2, 2014 the adjustment will appear on their next billing statement, which will be issued on August 3, 2014. An apology was given to the customer. I also advised customer the account at [redacted] IL, [redacted] has a zero balance. 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, Candace G[redacted]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, [redacted]

Review: I received a letter in the mail about a Comcast promotion offering [redacted] for free to subscribers paying full price for [redacted]. I then received a phone call from Comcast last night reiterating the offer and asking if I'd like to take advantage of it. I was reminded that it was a thank you to valued customers and that there would be no changes to my bill, it would be totally free. I accepted the offer.

Today I received a confirmation email explaining the changes to my account. A new $19.95 per month charge was added to my account for an additional channel package (that I did not order), as well as a pro-rated charge for this package for the remainder of the current billing period.

I contacted Comcast customer support online. The first representative explained that two other channels (that I did not ask for) had been added to my account, resulting in the additional charges. She also explained that the channel I had been offered for free had not been added to my account. She was unable to help me, so she transferred me to a Sales Department representative.

The Sales Department representative would not honor the free channel promotion I had originally been offered. Rather, he tried to upsell me on another channel package. When I told him no and said that I wanted the original free channel I had been offered, with no other changes to my account, he told me he could no longer help me and ended the conversation.Desired Settlement: I want the unauthorized charges on my bill reversed. I want the original offer honored. I want an apology from Comcast for teasing an offer that they had no intention of honoring. And I want them to stop trying to cheat their customers out of money.

Business

Response:

July 8, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 29, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office June 29, 2014 in regard to receiving an advertised rate. I emailed with **. [redacted] on July 3, 2014 informing her that the Multiple Premium Package for [redacted] and [redacted] has been applied to her account effective July 3, 2014. Prior to receiving this complaint, on June 26, 2014, the incorrect rate for the Multiple Premium Package was added to **. Morgan’s account. The order was subsequently cancelled on June 28, 2014 due to a coding error and no charges were incurred. We apologize for any frustration this situation may have caused. Feedback has been sent to management for coaching and training purposes. 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

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,

I have been trying to get Comcast to come professionally install cable and internet for three days to no avail. The first technician didn't have all the equipment, the second didn't attempt to install the wires from the transformer in the back of my house and I am currently waiting for the third technician to come to my house to see if I can get service. I had to call out from work to deal with the unprofessional behavior and submitted complaints through the company which still did not give the service I am paying for. This is the worst experience I've been in with a cable company.

The worst customer service I've ever experienced! Nothing but lies and baiting and switching...I haven't been a customer for 72 hours yet!

Ever since I availed comcast xfinity internet 8 months back, I have been using my own personal modem. But still I get charged for modem rental EVERY MONTH even after repeated complaints (every month I have to call 2-3 times over the bill dispute). I have faxed my modem purchase receipt and Comcast service order form which clearly shows that I did not avail their modem - after all these I keep hearing the same thing over and over from the customer reps. Every time they admit the mistake and revert back the charges only to show up again next month.
Tired of being a comcast customer - Time to switch!! Please stay away even if you have to pay some premium with other providers.

Review: We contacted Comcast customer service with billing questions and phone service proble**.

Calls always were put on hold and were dropped. Representatives never called back and never solved any proble**. Customer service manager was very unprofessional

and sarcastic, instead of help he actually suggested me to go to local office and try to resolve the billing issue.

My billing issue is: the installation fee was applied to my account, but when sales person promoted the deal, he specifically told that installation is free. Customer service was not able to resolve this problem.Desired Settlement: want my bill adjusted

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 10, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office on June 10, 2014 regarding her billing concerns. I contacted **. [redacted] on June 18, 2014 regarding her billing concerns. Upon careful review of the customer’s account I verified that she was credited the installation fee on June 6, 2014. I apologized that she was not made aware she was given the credit. I advised her that she will see the credit on her next billing statement on July 5, 2014. I also apologized for the long hold times and inconvenience experienced went contacting customer service. I assured her that we would address the matter and forward her concerns to management. 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

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, [redacted]

This is the worst isp in America. The customer service is horrible. The connection is almost always down. Also this company is horribly greedy and tries to squeeze every cent out of thier customers. If you can get a different isp I strongly recommend it.

Review: I terminated my Comcast service around February of 2014 and returned my cable box to their [redacted] service location neighboring [redacted] University in Washington DC. I have since received a refund for my balance that was remaining on my account however, I continue to receive harassing phone calls and text messages from their collections department regarding the equipment. First it was a router which I never had (or had ever been charged for) once I was able to clear that and get my refund for my balance I have begun receiving calls about the cable box. I'm not sure what the issue is but they wouldn't have given me a refund had the box still been missing, since its a required part of closing the account.Desired Settlement: I propose a two step process of one stop contacting me and two since I am still an existing customer and have had to incur the cost of unsolicited phone calls and text messages to my mobile would like a credit to my existing account for part of the following month or a free premium channel for 3 months.

Business

Response:

June 5, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 4, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office June 4, 2014regarding a collection notice received. On June 5, 2014 **. [redacted] has been informed there is no balance due on their account, the credit agency/agencies have been notified as of June 5, 2014 and this was not sent to the credit bureaus. I confirmed with **. [redacted] that he voluntarily disconnected his account at his old address on February 9, 2014. **. [redacted] received a refund from Comcast on April 11, 2014. I explained to **. [redacted] there was an error incorrectly charging for a customer owned modem which caused the collections notice. As a courtesy I applied a 3 month HBO promotion to his current account and this will reflect on his July 21, 2014 billing statement. I apologized for any inconveniences and frustrations this has 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 ###-###-#### 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: I purchased a new home and had my service moved to the new home. I was on the phone with a technitian for about 20 minuets the first time before I was put on hold and then disconnected. The second time I was on the phone for 58 minuets with a technitian where the service could not be turned on and was told they would have to send out a technitian. The technitian told me they would expidite the ticket and can have a technitian out in the morning between 8:00 am and 12:00 noon and to expect a call between 6:00 am and 7:00 am to confirm that an adault would be home. I called to see if the technitian was still coming out because I never received a phone call and I was told that the technitian was scheduled to come out on December 15th between 1:00 pm and 5:00 pm which I never agreed to any such date and time. I took the morning off of work because of Comcast's promise of service. My time is very important and costly to the taxpayers.

I will never use Comcast/Xfinity again and will spread the word of mouth to all my associates friends and family. Very poor customer service.Desired Settlement: I would like a letter of apology (not an e-mail) and a gift card in the amount of $160.00 for my personal time taken from work (at $40.00 an hour).

Business

Response:

December 23, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: December 10, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office December 10, 2014 referencing a billing adjustment. On December 16, 2014, I spoke with [redacted] in regard to his concerns. An adjustment has been applied to his account to honor out 30 Day Money Back Guarantee program. The adjustment appeared on his next billing statement, which was issued on December 16, 2014. I advised [redacted] his account has been disconnected as of December 8, 2014 and he does not have a balance owed to Comcast. I apologize for any inconvenience he may have experienced while attempting to get his issues resolved. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, Teresa L.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: I signed up for the comcast triple play which was suppose to include cable, internet and phone service for 99.00 a month for 1 year. I get my first bill and it's almost 300.00. all three of these are suppose to be included in the 99.00 fee but they are charging me separately plus I didn't get the package with the cable channels that I signed up for but I got other channels that I didn't agree to. then when I asked the supervisor that I called on the 1800 number to correct this she tells me that she can but she will have to charge me an extra 9.00 a month for them. this is supposed to already be included in my packet and I shouldn't have to pay extra to get what I signed up for. and the amount of the bill is way too much especially since I only signed up for the 99.00 a month deal. no extra fees, equipment installment fees which they did not disclose or taxes should amount to almost 300.00, 283.00 to be exact. comcast is price gouging its customers especially being they are the only cable company in savannah and in certain area/places, you can not get satellite tv and something seriously needs to be done about this. thank you very muchDesired Settlement: I would like to have exactly what I signed up for and nothing more. the triple play for 99.00 for 12 months with no additional charges that were not disclosed to me. when signing up the conversations are supposedly recorded so please retrieve the recording.

Business

Response:

May 1, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 22, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office April 22, 2014 in regard to a billing explanation request. I spoke with **. [redacted] on April 29, 2014 and provided a detailed explanation of their overall bill to include monthly charges, current service package, promotional timelines, balances, and prorates. Review of the account indicates that on February 5, 2014 a technician completed the installation of the Starter Triple Play to include, video, voice, and internet service on a promotional rate until February 5, 2015. There is no record of additional programming being requested or added to the account by **. [redacted]. The programming she is currently receiving is included in her Starter Triple Play Bundle; additional programming may be added to the account for an additional monthly charge. **. [redacted]’ first billing statement consisted of service charges from February 6, 2014 until March 5, 2014 in addition to the installation charges. Comcast has billed **. [redacted] for three months of service and has only received one partial payment. Effective April 23, 2014, **. [redacted]’ service was suspended for non-payment. **. [redacted] was informed on the amount needed to restore her account. A credit was applied on **. [redacted]’ account for half of the installation charges; the credit will be reflected on the May 4, 2014 billing statement. I apologize for any inconvenience received while trying to resolve this issue. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted]Comcast 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,

My family had Comcast Xfinity Cable and Internet service because it was the only provider in the area where we lived. The first time we moved, we continued to use Comcast and upgraded our plan. Apparently, when you upgrade with Comcast, you must begin an entirely new plan and sign off on another 2 year agreement. We lived in that second location for 4 months until the Landlord gave us notice that he was selling the property. We found a new place to live in the same town, but when we called Comcast's "Mover's Edge" program to move us again, they told us that they were unable to service our new house because we were in Brighthouse network territory. We did not want to cancel our service with Comcast, but it seemed we had no choice. Comcast then had the audacity to charge us a CANCELLATION FEE of $600 when we moved. It's not our fault that they won't service our new home, but they want to charge us a fee for discontinuing our service with them. Not to mention that out of all the representatives I spoke with over the phone, only ONE of them was kind and understanding. Her name was Tiffany. Everyone else was not the least bit understanding and seemed unable to do their jobs. Comcast has truly lived up to it's title of the WORST CUSTOMER SERVICE!!!!!!!!!!! If there's any way for you to use another cable and internet provider, I recommend using any other company.

I have been attempting to get my internet service working correctly since June 25th 2015 with no results whatsoever. I have contacted customer support and technical support repeatedly with assurances that it would be corrected or someone would call me back and have gotten nowhere. I have been blind transferred or outright hung up on several times when the agent hits a dead end in trying to resolve the issue. I have had 6-7 techs in my home and have also had 5-6 new gateway devices installed as well as having a random contractor show up to run new line from the tap to home even though I specifically told the contractor that the techs found no issues with the line coming into my home. My issue has been "escalated" more than once with zero results. I used to have a high regard for this company when I was in my previous residence as I had no service issues whatsoever, but that has obviously changed now. They even managed to mess up my billing so severely that they ended up crediting over $135 back from false charges. To this date my issue is still not resolved and I see no reason to believe it will be in the near future. I work from home due to medical issues and am entirely dependant upon my internet connection to make a living and their poor service and lack of urgency in resolving anything has made moving to our new home the most stressful experience possible.

I have been trying to set up Cable service in my home since 06/19/15, It is now 8/4/15 and still no service. I needed coaxial cables run in the street I was informed that a construction crew needed to come out and run wires under cement from the Main CA - TV box in my neighbors drive way. The scheduled me for the wrong appointment and the tech that showed up was a mean ignorant man who used profanity. I am disgusted, I have two autistic children who needed internet access to assist there occupational and speech therapy and Comcast has failed miserably. There is no contact number to call anyone who you can speak to who is higher in the business.

I returned all of my equipment via ups. I called several times to confirm my account was cancelled and my equipment was returned. They confirmed my account was cancelled and they received all my equipment. I even had a 51$ credit because I cancelled mid month. I called the day before I left the country on a long term international trip, and everything was confirmed fine and I should receive my check for the credit in the mail. A month later my parents received my credit in bill form, saying negative 51 was owed. Another month later my parents receive a bill in the mail in my name for $90 for "unreturned equipment", which is a scam as I already returned everything and had confirmation it was all received and received the negative bill in the mail! So they took my credit away and are now saying I owe them 35... And now ERS sent a card in the mail saying three pieces of equipment were not returned... ? This is the worst business of all time and should be immediately investigated by the BBC or another third party..... Funny part is I just told this to a friend and she said the same thing happened to her two years ago and she fought back. It's exhausting but seriously Comcast is the worst company of all time. No one wants to steal your equipment. It's worthless and no one cares that much about it unless it's working to give you WiFi. It's all yours Comcast, stop trying to scam people! If you were an honest company you could be great! Turn your act around!

Review: I've been trying to get a problem permanently resolved since Nov 2011. I had Comcast internet and cable installed at my house. The cable modem I purchased from [redacted] arrived the same day and I returned the Comcast-supplied modem to the customer service center in [redacted]. (I have the receipt). I want the $8/mo removed from my bill permanently and I want these past charges refunded or credited to my account. What can I do to make this happen? I'm completely done dealing with the Comcast phone center people. They have been kind & sympathetic, but completely ineffective. I would appreciate it if you could help me get this resolved.Desired Settlement: I want the $8/mo charges for the cable modem removed from my bill permanently and I want the past charges refunded or credited to my account.

Business

Response:

April 21, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: March 28, 2014 Re: [redacted], [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted] received in our office April 1, 2014 referencing service equipment charges. I contacted **. [redacted] via email on April 1, 2014 to address his concerns. I confirmed the equipment he returned to Comcast on November 25, 2011, was his modem. **. [redacted] provided me with a copy of the receipt reflecting the equipment that was returned, so we have changed the Comcast modem on his account to customer owned. We also applied credit to his account for the modem rental fees previously assessed. The credit was applied on April 2, 2014 and will be reflected on the next billing statement that will be printed on April 15, 2014.I apologize for any inconvenience experienced in relation to this matter. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Ext [redacted]. Regards, [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: On Mar 3rd I called to upgrade my services. We agreed on 105MB/s Internet, phone with unlimited long distance, and minimal TV package, which ended up being 160-180 channels I think. The Comcast rep said my bill would have to go up $20 for additional services. We agreed upon the price (my previous Comcast bill was $136 - so the new one should be about $156) We also agreed that there may be an installation cost, but should not exceed $30. I noticed the internet speed was not up to the agreed upon value, so I started working with the Comcast rep to correct the speed, starting on Mar 4th.

On Mar 15th, she stopped by my home (unannounced) while I was at dinner at a restaurant. My oldest daughter answered the door and she had her sign a contract (#[redacted]) that stated the agreed upon price for services. My daughter contacted me at the restaurant and I agreed to the price on the contract.

My services were not operating up to the agreed upon internet speed, so I worked through the Comcast rep and did not get the proper speed until Mar 21. Also on Mar 21 - I notified the Comcast rep that after working with my local office to get the speed correct, the local office said that the Comcast rep I had been working with would have to go in and adjust the price to the agreed upon value.

On Mar 26th, I received my bill electronically. It said $274! That is no where near the agreed upon value. It actually should be $155 (for the services) in April + $20 (for the difference in services, because I paid for March in Feb) I tried working with my Comcast rep on the 21st of Mar to inform her the bill would not be correct. And to this point, it is still not fixed.

I have the saved emails and contract, if needed.Desired Settlement: I would like Comcast to reduce my bill (and future bills) to the agreed upon value - $119 for the package, plus the additional receiver, HD, and modem rental - which should come out to the agreed upon $155 per month.

Business

Response:

April 18, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: March 26, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office March 26, 2014 in regard to receiving promotional rates. I spoke with **. [redacted] March 28, 2014 and explained that a 12 month promotional rate for all three services was added to the account to be effective March 4, 2014. At the conclusion of the promotion, standard retail rates will apply. I apologize that the promotion was not added on the day the services were upgraded causing the billing issue. I also apologized that it required multiple contacts in order to resolve his issue. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted]Comcast Corporate Liaison

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: I moved in late January and transferred my internet (Comcast) to my new apartment and added cable service as well. I was told that everything was set up from the previous tenant and was charged for a 'self-install,' which for all that I could tell consisted of my husband picking up new equipment at a local service center.

Our cable and internet was fully operational for a little over a month after our 'self install' when the internet stopped working, followed shortly after (about a day or so) by the cable. I was told that this was a maintenance issue and that a technician would come and fix it free of charge. Eventually the technician came (see below for a longer explanation), fixed the internet and cable for twenty minutes, and left without making any substantive comments. I later found a $35 cable installation fee and a $35 internet installation fee on my bill. I called Comcast to have these charges removed, and was shocked when the customer service representatives simply kept repeating 'these are valid charges.' The only basis for this claim seems to be that the technician made a note in the file telling them that they could charge it as an installation. My repeated inquiries as to how pre-existing service that had been operating for over a month could be charged as an installation were never actually answered -- the two people who I spoke with just kept repeating 'these are valid charges and they will not be changed.' My inquiries as to what oversight existed over the technician annotations were also not answered.

In my opinion, this is basically criminal. I'm being charged for a service I was told was going to be free. The technician in my home never made any comments about changing the service type to an installation. And, it's still not clear to me how I can be charged an installation fee for cable and internet that was already installed but had broken. (Moreover, I've now been charged a self-installation fee as well as a technician installation fee).

Additionally, my experience with customer service was truly unsettling. The first person who I spoke with immediately agreed to refund one of the two $35 charges. I told him that I wasn't going to pay any charges for services that weren't actually provided (an installation). He had me speak to his supervisor, who offered me a credit of $20. I told him that the previous person had already offered to refund $35. He told me that the previous offer was off the table because I had asked to speak with a manger. After much circling around this second person finally agreed to refund $35. I said that it seemed like that was as far as we were going to get but that I would like to speak to his supervisor if he still could not tell me how I could be charged for an installation on a service that was already intact. He told me that I either could take my $35 or I could put in a request to have a supervisor contact me, but I couldn't do both. I asked if he could stay on the line while I tried to wrap my ahead around what was happening and make my decision. After about a minute of silence he spontaneously agreed to refund $35 *and* forward my request to his supervisor, with the caveat that I needed to be at my phone when the supervisor called because they wouldn't be leaving a callback number if I missed the call. Regardless, this behavior of 'expiring offers' that disappear once someone asks to speak with a supervisor seems highly inappropriate and manipulative.

Finally, let me add another wrinkle. When I first called about the service disruption, I had to wait on hold for over an hour and a half and then was only offered appointment times that would require me coming home from work in the middle of the day (or to wait for about a week, which wasn't going to be feasible). In recognition of this difficulty, the customer service representative offered me a credit of $60, which I gladly accepted. Only $50 was credited to my account, but that's fine. The first service appointment I made was for Thursday, February 27th from 2-4 PM. I left work, came home for the appointment, and returned to work at 4 when nobody had shown up. I later called and was told that there was a note in my file that the technician had come at 4:19 but that I was not home (as the service window had ended). The representative who I spoke to told me that their policy is to give a $20 credit any time a technician does not make the scheduled window, but that she would give me $25 since it was such a large inconvenience. This credit was never posted to my account. The appointment was rescheduled for Saturday, March 1st for 10-12PM. The technician came at 12:05, warranting another $20 credit that was never posted. The reason I bring this up is twofold. First, I'm entitled to $55 of credits that were never posted to my account. But I'm willing to overlook that. More importantly, when I requested that the installation charges be removed from my bill as they were posted in error, the representative repeatedly said, 'We've already given you $50, you should be happy with that.' My understanding is that providing a customer service credit for one issue does not entitle a business to manufacture false charges on a separate issue. The conflation of these two independent events was highly inappropriate. When I pointed out that in fact I hadn't received credits for two late technician appointments, the representative who I spoke with told me that there was no record of the first appointment and refused to acknowledge that the technician was late for the second appointment. I know that there is a record of the first appointment for two reasons: (a) the representative who I spoke with on Feb 27th read me a detailed annotation in the file describing my apartment when the technician arrived at 4:19, and (b) the first representative who I spoke with (today) told me that there was an annotation in my file saying that I had declined a $25 credit for the missed appointment on the 27th (which again, I did not decline it, but the larger point is that the information had been available in my file a mere 20 minutes earlier).

To summarize, my largest problem is that I'm being charged $70 in fraudulent fees. ($35 of this may be credited to my account, but given the previous issues in posting credits that were offered, who knows). A secondary problem is that I found the customer service behavior highly inappropriate (representative code [redacted], name [redacted]).Desired Settlement: My primary concern is getting the full $70 of installation fees credited back to my account.

As a secondary concern, I would appreciate being credited for the two appointments in which the technician was late, as I was promised.

Finally, I would like a phone call from a manager to discuss the behavior of the representative who I spoke with, as I feel his behavior was highly inappropriate.

Business

Response:

April 17, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: March 27, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office March 28, 2014 regarding a billing issue. On March 28, 2014, I spoke with **. [redacted], in regard to her concerns. I have issued credits to her account on March 28, 2014 for the full amount of the installation charges and to honor the Comcast On-time Guarantee. The credits will appear on the next billing statement, which will be issued on April 24, 2014. I apologized to **. [redacted] for any inconvenience or frustration she may have experienced in trying to resolve this. I have forwarded her concerns with the previous agents to management for further investigation. 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, [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,