Comcast Corporation

In May 2015, I signed up for Comcast Xfinity internet service in my house in the C[redacted] suburbs ($29.99 per month for 25Mbps). I agreed to a two year monthly rate plus a one-time $39.95 fee for “installation and other fees”. This information was on the Comcast website listed on my “Order Summary”. After the technician came to my house and connected the co-axial cable on the outside of my house I received my first bill from Comcast Xfinity with an additional $30.00 fee titled “Install Fee A/O”. After communicating with Comcast I was told this is to turn on the internet service. I do not feel Comcast is representing the fees properly. I was told the installation would cost $39.95 and not $69.95. Every person signing up for internet will require the activation of the internet service. Therefore, Comcast should show the installation fee up front as $69.95. Comcast is currently not being truthful and honest with the end users (customer).

Technicians from Comcast have missed a number of appointments with us. This has been going on for several weeks now and the issue remains unresolved. Every time we have spoken with customer service they have indicated that a technician would show up on time but as of today the issue remains unresolved. We have requested to speak with a supervisor but have been given the run around.
The first technician that was scheduled to come called but never showed up and indicated that the work order had been completed. The second technician never bothered calling and never showed up.
I was previously a Verizon customer and never experienced the lack of professionalism that has been demonstrated by Comcast. The only reason I have not discontinued service with Comcast is due to the fact that Verizon is unable to install their lines at my new home. If this issue is not resolved promptly I will be opting for satellite television.

Internet reliability is horrible. Customer support lies. Web site has yet to show an outage when there was one. The only thing reliable is the loss of connection. Stuck with Comcast as they are the only ISP servicing my area that offer speeds that suit my lifestyle.

I have been a loyal customer for more than five years and I have been experiencing a poor internet service and an astonishing amount of negligence to solve it.
My last two bills have been $158 and $190 for 50 mbs internet and basic cable plus latino package, YES, But the worst part is, I usually receive less than 10 mps and sometimes a ridiculous reading of 1 or 2mbs. I work from home and my internet disconnects at least FIVE times a day impacting my productivity. I can't watch a n[redacted] movie entirely because I lost signal and I can't work wirelessly because the signal is "schizophrenic".
Comcast sent an IT Tech who did nothing but to unplug and plug my modem and tried to engage me in "Personal Business" asking me to let him "do the job" outside of comcast... Totally unacceptable.
the worst part... I was charged $70 for that atrocity, I was given a partial credit on that. another technician visited my place and told me that the service cannot be improved, I consulted my neighbors and they told me that their service is very poor... Comcast has been negligent to improve the service in my building but have collected based on a bad service. When I called about this situation, the representative suggested me that the only thing to do is to change my speed connection to 100mbs and bundle my services, he offered it as a courtesy for the horrible services, but I only received more mislead.
I was charged with this "change in speed" and my bill went from $130 to $155, and my DVR services were suspended, when I called to inquire about it they told me that the DVR would cost extra.
In sum, I have been paying for an internet service of 50 mbs and I only receive 10 in average and sometimes as low as 1mbs, COMCAST is aware of the situation but negligent to solve it. The building has a bad connectivity but they prefer to deal with each customer directly before solving the root of the problem. They charge money for a service they don’t provide and they are negligent to solve it.

Review: Let me just start by saying that this is not the first time I have had a problem with Comcast and contacted the Revdex.com regarding their disreputable business practices...

Recently, my two year package expired and my bill increased by 20 dollars. Unsure as to why my bill had increased, I contacted the company. They informed me that my two year bundle had expired and that I was now paying for each service separately. They informed me, however, that if I upgraded to the "Triple Play" it would decrease my bill by approximately 10 dollars a month. I stated to them that I did not want the additional service that this did not seem to make sense and asked them to confirm the number they had quoted. They broke down the costs of each and the bill total quoted for the upgrade was less than my current bill.

Well, I received my first bill and it was 40 dollars more than I expected. I looked at the details and found that I had been charged 30 dollars for the equipment, but I could not account for the other 10 dollars. At this point I contacted Comcast. I explained my situation to them and they said there was nothing they could do and that the rates were locked. I asked that at a minimum, I would like to not be charged for the equipment, which I don't want. They said no.Desired Settlement: First and foremost, I would like a written apology from the company stating that their sales representative had mislead me and admitting wrongdoing.

Second, I would like Comcast to refund me the 30 dollars they charged for the equipment which I do not want.

Third, For my time and trouble, and since I was promised by the sales representative a decreased bill, I would like Comcast to either reduce my monthly bill by 10 dollars a month or provide me with a compensatory service, such as [redacted] (Advertised as 10 dollars a month on their website), for the remaining time on my two year contract.

Comcast Xfinity and Comcast in general should be avoided if at all possible in my opinion. I just spent several days trying to get a tech service call fee removed and the stress and aggravation was almost more than I could handle; no exaggeration. I have service for 100 Mbps. My service was actually solid and really great for months after upgrading. Then one day it dropped to less than 2 Mbps. I did a full troubleshooting session over the phone with Comcast after which they said a technician is needed. The technician came out the next day and confirmed there was an outage in the area being worked on. While there he noticed someone (it was Comcast by the way) had installed the wiring with an unneeded splitter. So, he removed it to optimize my connection but admitted this wouldn't nearly degrade my service to the point he saw. Furthermore, even with that wiring I was previously getting my full 100 Mbps. Well, since he touched the wiring Comcast was convinced that this was the issue despite all facts to the contrary and charged me $70. Even after explaining all of this first they only agreed to a one time $20 refund. It took several days to finally get the whole $70 fee reimbursed to me. This is absurd and this is why if I find another cable internet provider it won't be fast enough. Thus my opinion anyone with options should not walk but run away from Comcast!

Review: In July I terminated my cable and internet services with Comcast. I received an email on July 10, 2013 to return 3 pieces of equipment (a modem and 2 video equipment/cable boxes). I only have one TV and instantly saw the mistake. When I had the cable/internet service turned on at my apartment I was only given one modem and one cable box. I still have the receipt. On 7/13/13 I went to my local XFINITY store and spoke to the store manager [redacted] and explained the situation. He said he would take off one of the cable boxes from my account. I asked for a receipt showing this but he said they do a "ticket" system and there was no way to show me. On July 17, I received a phone call from Comcast saying they had not received the equipment yet even though I had returned the modem and cable box via UPS on July 13, 2013. When I gave the lady my tracking number she said they received the equipment on July 16 at 10 am. I thought everything was resolved but then on October 9th I received an email from [redacted] from Comcast saying that I was still in possession of a cable box. I emailed him back explaining the situation and he said that I need to resolve the situation with Comcast. At this same time I started receiving rude and harassing phone calls from ###-###-#### trying to collect for Comcast. I don't know what else to do to settle this matter. I don't have a cable box. And I am afraid this is going to affect my credit.Desired Settlement: I would like the cable box taken off my account permanently. I would like these people to stop contacting/harassing me. And I really do not want this to affect my credit whatsoever.

Business

Response:

December 18, 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: 12/6/2013

Re: [redacted]

[redacted]

[redacted]

Dear Sir or Madam,

This letter is in response to the complaint filed by **. [redacted], received in our office December 6, 2013 referencing service equipment charges.

I corresponded with **. [redacted] on December 18, 2013 via email and informed her that I confirmed the equipment had been removed on December 18, 2013 and her refund will process within 24hrs. **. [redacted] has been made aware once the refund is processed it will take 7-10 business days for her to receive.

**. [redacted] has been provided with my direct contact information to reach me if she 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,

Executive Customer Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you [redacted] 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.

Review: I have been trying for months to correct a billing error with comcast. They have reported me to all credit bureaus as having 2 items unpaid. I currently still have comcast service and they have even admitted that it is not possible to still have service and have unpaid bills. In 2012 I moved and took my equipment with me, they even sent me the moving kit. At first they said the service continued at the old residence and I stated I had requested ALL services transferred and I dont find that fair to pay for their mistake. They said it would be corrected. On August 21st 2014 I contacted them again, again they apologized and said it would be removed, it still has not. I contacted them today, 9/10/14 and they told me I still had to pay, just to get my credit better I said I would and he said he is not able to accept payment and did not even know who to transfer me to. I find this unacceptable and it is destroying my credit.Desired Settlement: I would like both collections removed from all credit bureaus immediatley as I am looking to purchase a home and my service to be greatly reduced if not free for the following year to compensate for damaging my credit in the wrong and all the time I have spent trying to fix this issue.

I have been a cable subscriber since it started here in Jacksonville. Comcast has FORGOTTEN, if they ever knew, what customer service is. They bash their competition about reception but every time it rains their service goes out for hours and today is no different. All of my children and grandchildren who have other types of service if they lost reception at all it was for a very few minutes. Comcast is ESTIMATING about 7 hours. I am sure at this point they have lost touch with how to keep their service on and treat the customer. They make it so you can not talk to a person or get a credit for their bad performance

Review: I attempted to set up cable/internet services when I moved into my new house about 2 months ago. I had set up 5 separate appointments with Comcast, to which no one ever showed up to start my service. After my 5th attempt I called back and told them to just cancel, and I did not want to have their service. Approximately 4 weeks later I received a bill stating that I owed money for the month of service that I had. I payed no attention to it, assuming that it would correct itself in the system after the numerous calls and complaints I had with Comcast. Apparently it didn't because today (21AUG2014) I received a letter from a collection agency, stating that I owed a balance to Comcast. This has by far been the very worst service of any company or business I have ever dealt with in my entire life. I honestly do not know how they are still in business as horrible of service I received.Desired Settlement: I would like Comcast to contact the collection agency and also take this negative mark off of my credit.

Business

Response:

August 29, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 22, 2014 Re: [redacted] Dear Sir/Madam: This letter is in response to the complaint filed by [redacted], received in our office August 22, 2014 regarding a request for disconnection. A Comcast representative spoke with [redacted] on August 27, 2014 and discussed his concerns. The Comcast account reflects as disconnected with a stop bill date of July 14, 2014. A credit was applied to the account on August 27, 2014 removing all charges associated with the service and honoring the 30 day guarantee. The collection agency records were updated appropriately on August 29, 2014. An apology was provided to [redacted] 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 ###-###-####. Regards, Davina L[redacted]Executive Customer Care Specialist

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I am a resident of Illinois but go to Florida for 5 months. I put my Comcast service on hold when I return to Illinois. I know the date that I called to put my service on hold (May 19,2014). I received a bill for the entire month of May and I called Comcast to discuss the matter. After getting switched to several different departments I was finally told that someone would have to call me back to discuss the matter. I told the many people that I talked to my story and told them the date that I called but I had no other proof. I understand that it is my word against theirs but it cost me $180.00 for that month and I feel that it is thrown out money. They always say that they are recording their calls so why can't they check out the call that I made. I am sure that have a way of finding out if the service was used.

Product_Or_Service: service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Since the charge may have been partially while I was still in Florida I'm not sure how much of the $180.00 was used. I feel that they have been remiss in helping me solve this problem since they always require a previous months payment when I start up the service.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Tue, Sep 9, 2014 at 2:13 PM

Subject: FW: [SPAM] Re: Revdex.com Complaint Case# [redacted] (Ref#[redacted])

To: [email protected]

FYI

[redacted] | Trade Practice Specialist

Tel: ###-###-####

Fax: ###-###-####

Email: [redacted]

www.Revdex.com.org | Start With Trust

Revdex.com

Serving Metro Atlanta, Athens & Northeast Georgia

503 Oak Place, Suite 590

College Park, GA 30349

From: [redacted] [mailto:[redacted]]

Sent: Friday, September 05, 2014 5:16 PM

To: a[redacted]

Subject: [SPAM] Re: Revdex.com Complaint Case# [redacted] (Ref#[redacted])

Importance: Low

Thank you so much for your help. Comcast contacted me and settled my problem. I never could have resolved it without your help.

Review: I moved from [redacted] Ct, [redacted], IN [redacted] to [redacted] Dr., [redacted], IN [redacted]. On Sat. 7-26-14 a Comcast Rep picked up my equipment at [redacted] Ct. and a Comcast Tech installed new equipment at [redacted] Dr. All seemed in order when he left, but I soon found out that while I could make phone calls out, noone could call me. They got a message the phone was disconnected. Also the two other jacks in the house were not active. I called Comcast and was told the soonest someoe could correct the problem was Aug 5, 1 1/2 weeks. later. I am on a medical alert system that requires a phone line, but that didn't seem to make a difference to the CS Rep. Then on Wed. July 30, my TV went blank. I called Comcast and after an hour on the phone the rep finally got it up and running, In the meantime, I was using up my cell minutes because I did not have an operational phone line. . On July 31` when I turned on the TV it was the same issue - no sound and no video. The message was that there was no signal, I called Comcast again, the lady said my old euipment had not been turned in and thats why I had no service. Doesn't make any sense to me either. She said she would get with the "move " department and call me back in 5 to 10 minutes. After waiting for her call an hour, I called agan. This person gave me the same story about the old equipment not being turned in . The most I got out of this conversation was that the prson who picked up the old equipment did not finish his work order and the tech that installed the new equipment had not completed his work order either. She said she would talk to dispatch and expedite an order to resolve the issue and that would be the next day. I told her this was unacceptable and none of this was my problem. It was incompetency on the part of Comcast employees. Net result was I had no tv service and no phone service. Somehow, the TV then started to work but still no phone service.

I then sent an e-mail to Comcast Corporate and 24 hrs later received a response from Jason in the Office of Tom K[redacted]. He said he had forwarded my concerns to a special team that is dedicated to handling service issues such as mine and I should expect to hear from a respresetative from that team within the following 24 hrs. I did not hear form anyone, so 3 days later I e-mailed Jason to advise hime of this. I have not been contacted by anyone from Comcast.

On Aug 5, a tech was supposed to be here to fix the phone. That did not happen so the evening of the 5th I called Comcast again. This time I got a gentleman that could barely speak or understand English. It took him 1/2 hr to just get my address and another 20 minutes to understand I didn't have phone servicve. All together I spent 1 1/2 hr with him on the phone. The balance of the time he had me on hold.

So, today August 6, I still have no phone service, I still cannot use my medical alert system which is important because of my condition. If something happens to me before I have my phone service restored, Comcast may expect to be sued. I have and will continue to docuement.Desired Settlement: Phone service restored at [redacted] Dr., [redacted], IN [redacted]. The phone number of ###-###-#### is to be activated at this address and the two dead phone jacks need to be made active. In addition, I should receive a credit for the length of time I had no service.

Business

Response:

August 25, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 7, 2014 Re: [redacted], [redacted] Dear Sir or Madam, This letter is in response to the above-referenced complaint filed with your organization by **. [redacted] regarding her Xfinity services. I contacted [redacted] on August 18, 2014 to discuss her concerns and apologize for the inconvenience and frustration she experienced in attempting to resolve this issue. [redacted] confirmed that the service issues she experienced were resolved on August 8, 2014 when a Comcast technician adjusted the inside wiring. I advised [redacted] that a credit was applied to her account. 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, Mrs. M. G[redacted]Resource Recovery 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.]

The complaint has been resolved, however the response from Comcast was not an accurate accounting of our phone conversation.

I have reviewed the response made by the business in reference to complaint ID [redacted].

Regards,

Comcast has the worst customer service/support I have ever experience in my life. I have had nothing but problems with them since I got their service, which I am forced to get because they bought out the complex and V[redacted] f[redacted] is no longer an option. I originally signed on with the standard package. I called their customer support to try and add the SEC network. (I live in the north and apparently no one up here knows college football or that there was a SEC network) For about 3 months straight I had to constantly call them because I would get the channel and then the next day I wouldn't have it anymore. Their sales associates changed my packages around so many times trying to figure which package had the SEC network.
I recently called to try and downgrade by package to the original signed contract and was told that I would have to pay an early termination fee of $200 to down grade or pay $200 to completely get rid of Comcast. I was never informed that by changing my packages around that I would be committing to a new contract and that I could not down grade. In fact, I was actually told that if I did not like the package or it still did not work that I would be able to change it and go back. I argued that because comcasts employees are not properly trained they are giving out false information and I as the customer am having to literally pay for their mistakes. I do not think it is right for me to have to pay all these fees because their employees do not know what they are talking about and are poorly trained. You can call back to back and ask the same questions to the different employees and you'll always get a different answer. I asked the lady in retention if she could pull up all my "recorded" conversations to go back through and confirm what I was told and she said that they could not do that. Why not? If I'm wrong, I'll stay with my current package throughout the duration of my contract. If I'm right, I should be allowed to go back to the standard package without any fees. She just kept saying "I'm sorry you were misinformed". Your sorries isn't fixing the problem.

My wife and I had the extremely unfortunate experience of dealing with Comcast's very poor customer service deptWe handle my wife's yr old grandmothers accounts and monthly billsAt she has some major health issues, walks with a walker, has chronic bronchitis and respiratory issues and has a LIFE ALERT necklace that REQUIRES a working phone linePeg F[redacted] has been a customer with Comcast for 20+ yrsWe noticed that her phone provider was charging a lot of money for her monthly long distance, we suggested bundling her phone and cable together to lower her monthly billsWith the assistance of a Comcast rep they helped us setup a appointment to install a in router and phone lines on August 28th between the hours of 11am and 1pmComcast asked if we would like to keep the same phone numberPeg agreed it was easier to keep the number for her family and friends to keep in touchEarly evening on the 28th of August we attempted to call Peg and see how the new phone was working outWe attempted numerous times and to no avail there was no active phone connection and we were not able to reach her by any meansA red flag went up between my wife and I, we have no way to communicate with her nor does she have access to or her LIFE ALERTThe Comcast tech called the phone # associated with the account which was to be installed by themThey received a message that the number has been disconnected and terminated the install appointment My wife's phone number and my phone number were both listed as contacts for the account but never received a phone callComcast's tech associates never rang a bell or knocked on the door eitherWe arranged for her nurse to be there to assist and monitor the installation process and for her protection as to not be in the home alone with a strangerOn Friday the th of August while driving out of state we attempted to find out why Comcast never showed for the appointmentWe were told that technician made numerous phone calls to a phone number that they were activatingWe were placed on hold and were forced to repeat the scenario to each customer service representative who was from every dept but the phone tech departmentIt was not until after you explain why you are calling that the representative does not handle your particular tech problems and we would be transferred to the proper deptAfter finally speaking with a phone tech supervisor and minutes later we were told the best they can do to FIX the problem was send another technician out to her home on August 30thOUr concern was she would be without a phone for days and no way to call for help via or LIFE ALERTWe again stated our concern for her safety and well being and we were told there was nothing else they could do and were told to take the appointment for SundayAfter a family member agreed to go to her home for the weekend to keep her company and provide her with phone access we opted to set up another appointment for Sunday the 30th of August between 11am and 1pm and confirmed our contact numbers if there was a problemFast forward to Sunday the 30th of August around pm we reached out to that said family member and they stated that no one from Comcast has called or shown up yetWe became concerned and called the customer service phone number once againAfter speaking with a television technician we were told he cannot handle our request and we must speak to a phone install tech support individualWe were transferred to another person after holding for minutes and asked if there was a technician heading to her home within the hour of the scheduled appointmentOnce again we were told that the technician attempted to call the number associated with the account and the technician received a message the number was disconnected and they cancelled the appointment and moved on to another callMy wife spent minutes on the phone and was hung up on because the technician became angry with my wife after she was blaming the company but referencing "him" and he continually stated he did nothing wrongThe call was terminated and minutes later no new appointment has been setProblem #1: Calling the phone number that does not exist because Comcast has to actually activate the number, displays a level of indescribable incompetenceThe first time I can excuse as a miscommunication but a second time displays the competence to pay attention to detailAfter providing contact phone numbers and another failed attempt to even ring a doorbell we feel that this is our only recourse and cancellation of our own account and a cancellation of her accountProblem #2: I can only hope after providing feedback on their website and writing here that the customer service dept of Comcast consider evaluating the process in which calls are handled and the option to speak with the necessary department be given to you once your call is answeredWe pleaded with numerous Comcast representatives and supervisors to make this a priority case and please expedite a service call to Pegs home due to her medical condition and no access to and LIFE ALERTAs a customer in good standing for 8+ years and Peg a customer of 20+ years we feel mistreated and utterly disrespectedOur next call to Comcast will be to terminate both accountsI know that losing the $a month will mean nothing to them in the grand scheme of things but this family will do all it can to NEVER give Comcast a single dollar of our hard earned money againIt became obvious that there is no human element to the process and each rep and supervisor is on autopilot and required to reply with the same scripted response regardless of the scenarioI asked for the number of the 3rd party company Comcast uses for there installations to try and circumvent the process with Comcast and they refused to release that informationIt was a desperate attempt to speak with someone local (Cape May, NJ) and potentially help her get access to a phone because of her conditionMIstreated and disappointed,
Mr & Mrs K[redacted] E[redacted]

I moved addresses and set up the advertised Comcast moving address service for our internet service. The technicians came to the new address and said there was nothing they can do. I ended up setting it up at the new home myself. Later, I check my bill and Comcast has charged me for canceling my service and also charged me for holding on to their equipment. I never cancelled, I simply moved.

I have Comcast Cable and its by far the worst customer service I've ever had to deal with in my life. Pay the extra money and use AT&T that way you won't have to cancel your contract like I'm having to do! I called and spoke with a tech about a bill she LIED, and now because of her lack of training I'm having to deal with these awful CSR reps who answer in their H[redacted] of a call center. DO NOT USE COMCAST!!! Their reps transfer you to hold for a minimum of 39 mins or more whenever you call with a question or a complaint. My favorite call was when he transferred me to the dept THAT WAS CLOSED! I could go on and on but save yourself some time & use AT&T.

I shut my service off with Comcast in September 2015, they owed me 57.02 . was told I would receive a check in the mail. It is now 12/31/2015 and I am still waiting!. I have called their customer service each month after receiving bills in the mail and was told that I was to ignore these bills and that a check would be sent to me. I called again , having been told I would receive a phone call from their customer service office ,I never got the phone call! I called the following day to ask why I never got the call and was told again by the service rep that she would take care of the delay and assured me that I would get the check by January 27th,2016. I asked to speak to a supervisor and was put on hold for several minutes and the rep came back on and said the supervisor was on another call and that she assured me that the check would be in the mail! So now here we go again. waiting another 3 weeks to receive my refund!!!!!! This ,in my opinion is not the way business should be conducted!

I love the product, but I can't stand the customer service. I hate resorting to use the Revdex.com, but from what I read on the forums, this is the only way to get your complaints through. Every time I call Comcast, I get a runaround, bad service or worse. Last year we were having internet and cable issues. I get exceptionally bad service over the phone. I ended up having a Comcast technition come out to fix it. He rerouted all of our cables while complaining that it was installed wrong. Comcast was the original installer. Even after this, we still had Internet issues, and had to buy our own modem. After spending hours on the phone, I asked for a supervised to call me back. This never occurred.
This was not my first bad experience with Comcast.
A few days ago, we upgraded to a bundle package. I was never warned this would stop or interrupt my service the next day, when the equipment would take 3-5 days to deliver.
I called over an hour before my shift started at my job, expecting, from previous experience, that this would take awhile.
The tech agent only told me that it would be restored latter today without any insight to why or a more specific timeframe. I asked for a supervise or a more experienced agent. I was placed on hold for over 20 mins. I disconnected to get a supervisor for basic support. The first agent refused to get a supervised, and stated "that's not how we do things here". And just kept repeating have a nice day until I diconnected. The second agent did, to her credit, transfer me right away to a superviser, but at this point, I didn't have time to talk or log my complaint and I got the impression I wasn't speaking to a Supervser or anyone with real authority . I expected a call back a 5pm mountain standard time but they stated this can take two business days. This was both unacceptable and never occurred.
Every time I end up calling the support I get inexperienced agents with no soft skills and the only goal to up sell me. I always end up with someone coming out to fix it or end up buying my own equipment.

I received a phone call at around midnight that woke my famiy. Apparently an xfinity home security (comcast subsidiary) customer had had my telephone number previously, and the home in question had had an alarm tripped. This should have been a one time occurance that would be easy to fix by contacting comcast and telling them that their customer no longer has the phone number I recently acquired. After calling to try to remove my number twice with multiple transfers to other operators, I was told my number could not be removed from their system by anyone except the previous owner of my phone number. I recieve comcast telemarketing calls as well. To be unable to stop calls that wake my family is outrageous.

Review: I started new service with Comcast in November of 2013. My bill was 29.99 a month. The following month I logged in to my online account to update it. I was presented with an add to upgrade from 20mbps to 50mbps for no extra cost with a year long contract. I went through the order process and made sure I was not incurring any extra fees. For days my service didn't update. I called Comcast and they were able to push the order through siting issues on their end with the order. The following month when the bill came is was more than what I originally agreed to when accepting the year long contract the advertisement presented me with. I contacted Comcast and they fixed the issue for what appears to be temporarily.

This month I got a bill and again my rate increased. Instead of retaining the price of 29.99 it has gone up to 44.99. Effectively they have baited and switch my service. I contacted Comcast to raise my concern the representative immediately went on the defensive telling me that I was told in December this is not the year long rate. I would not have accepted year long contract if that was not the case because ti was advertised as keep the price to upgrade to year long contract. When we began to talk in circles I asked to speak to management. She refused. I insisted to let me speak to management. She began to tell me she was cutting in and out when we could hear each other clear.

If I didn't ask to speak to manager she would speak to me but when I asked to speak to manager she would immediately say I was cutting in and out even though she could hear me when I didn't ask for management. She eventually hung up on me. I called back a hour or so later and got a much more professional representative but this time he said his management was in a meeting an unavailable for the call. As with the typical bait and switch program they immediately quick to deny me access to management.Desired Settlement: I expect for Comcast to terminate service and release me from my contract based on the grounds I was misled and the services fees are not as advertised. I would like for Comcast to reduce the fees to the 29.99 that I am liable for prior to Comcast hopefully disconnecting the service. I will continue to pay for the services I'm provided until I can switch to a new service provider. I prefer to not do business with Comcast based on this experience and will do my best to warn others of my experience who may be looking for internet service in the area.

Business

Response:

June 24, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: 06/05/2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office June 6, 2014 in regard to receiving promotional rates. Upon review of **. [redacted] account, he accepted a six month promotion rate for internet service effective November 18, 2013. This was a step promotion with an increase for the next six months effective May 18, 2014. I explain the offer he accepted online was an increase in speed, at no additional cost; the offer did not affect the terms of his original promotion. I spoke with **. [redacted] on June 6, 2014 and explained the rate adjustment for month 7– 12. I offered him a one year promotion rate for internet which **. [redacted] accepted. A 12 month promotional rate for internet service has been applied to his account effective June 6, 2014 which will expire June 5, 2015. At the conclusion of the promotion, standard retail rates will apply. I apologized for the frustration and inconvenience he experienced and the multiple times he called in to have his concerns addressed. 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,