Comcast Corporation

I have had the same reorruring issue with comvast for the past 5 or so month about my internet. The internet will go offline were I can use it, even if I pay my bill. And they wont cut it back on till they send a tech and charge me for it. And even then the situation reoccures the next week. I have had 3 tech in the same month and my situarion still hasnt been resolved. The customer service is unhelpful. I still have to pay a outragous bill every month. I just had customer service hang up on me with out even hearing my issue. I'm so dis satisfied with my experience and feel like I'm being screwed over. I do not recommend this service to ANYONE. I would like BBC to investigate this and find out what is really going on.

Worst customer service ever. I called to set up our service last week and was convinced to sign up for a self home install, which we were told would take 5 minuets and that the equipment would be delivered by friday. It was not delivered by friday. Saturday we called to see what the hold up was na they wouldn't answer the phone. Sunday we call to see if we can pickup the equipment locally, to which we are fist told no. Then an hour later we're told we can pick it up locally but have to do it between 3-5. Its now 3pm on sunday, and we ask to have a technician come out to move an outlet and install the service we're told that the technical can come right then at 3-5 but can't bring the equipment. this seems ridiculous to make us drive an hour each way to the store to pick up equipment when they also said the technician would have all the same equipment in his vehicle. But for some reason he can't install that in our home. What planet is this appropriate. Then they hang up on us and the technician never arrives. Monday we call back and they say they can have someone there by tuesday - well its tuesday and no one came. I'm tired of being lied to and shuffled around from person to person everyone offers dumb free stuff but no one offers to actually help me. I've now been on hold again for 50 minuets after 3hours of called every day to try an get our service installed. Clearly this company docent care about customers i'm continually promised that ill get service and call backs but nothing ever happens. I'm so fed up. I'll be petitioning our condo budding to sign a contract with a different provider.

I called Comcast today because of an ongoing problem with internet connectivity. I spoke with two Wireless Gateway Support techs last week about the problem. The one I spoke with last stated that the only thing left to do if it continued was to trade out my modem.
The problem has continued so that was the purpose of my call today. Actually, it took 4 (four) calls. The first call I could not understand the person speaking because of her heavy accent and when I told her that, she disconnected me. The second call I could not hear the person to whom I was speaking--it sounded like he was speaking under water--and when I mentioned that, he disconnected me.
On the third call I asked the name and location of the person to whom I was calling; I am withholding names, but the location was the Phillipines. I gave the assigned ticket # and asked to be transferred to Wireless Gateway Support; after being placed on hold for 15 (fifteen) minutes, I hung up and called again.
The fourth call again I was speaking to someone in the Phillipines. Again, I requested to be transferred to Wireless Gateway Support after giving the ticket #, but after a wait of five (5) minutes, I was transferred to another entry level agent also located in the Phillipines. She finally was able to transfer me to the correct area.
Once connected to Wireless Gateway Support, the tech named Craig handled the matter efficiently, setting up an appt. for a local tech to bring me a new modem. However, it took: Four (4) telephone calls to Comcast; five (5) conversations with entry level agents, none of whom were capable of fixing the problem and four (4) of whom were not even capable of transferring my call properly; and over an hour on the phone to reach a Wireless Gateway Support tech who handled the call within 10 minutes.
Over one hour on the phone waiting and being transferred to reach a person who could assist me in less than 10 minutes.
Comcast keeps increasing fees and decreasing service. It is a large corporate entity which provides terrible service to its customers and apparently has no interest in improving its service. The proof of that is the post-call survey in which I participated. I was asked to rate the service between 1 (worst) and 5 (best). My answer was 1, after which the survey was concluded. No asking why I rated it so poorly.
Case closed.

Horrible customer service. They never came to install my cable after I had paid them in advance. I still haven't received any cable or a refund. I've been getting the run around. Worst service I've ever experienced!

I turned off my cable 3 yrs ago due to issues with Comcast and my billing. I just turned service on in March and of course the old bait and switch was immediate. No point in going into that lengthy issue. My first bill should have been about $150 at the most but of course it was $300. My plan is suppose to be $69 a month. I paid it. Then somehow they change my address to a different one. The disconnect notice finally showed up in July w/this random address listed. It stated my bill as of 6/27/2015 was $286+. Next day my service is turned off. I call today and now my bill is $400+. It doesn't add up. Let's do basic math. 5 months at $69 a month not including crazy fees equals $345. So I have now paid $300+$150 pymt made today = $450 for subpar service. I called, spent 2 hrs on the phone. Never received a bill except the first one, never received a phone call or email but I still owe. Of course when I call they tell me they don't have that address on my acct. well guess what? I do on my disconnect notice. My call got me no where with the company. Cannot believe the government does nothing about them as a whole. I am filling a complaint w/ the Revdex.com and FCC but we all know that will just mean more wasted time and money for me and nothing will be accomplished.

Comcast is the worst cable company in NJ. I contacted them to make changes on my plan in 2014, the sales person told me about the 2-year contract and the TV channels I was going to get, and if I signed the contract my monthly payment was going to be locked in for 2 years. After one year I received a bill with a much higher amount. I contacted their Solutions Dept and the manager instead of being courteous and helpful was arrogant, and he ignored my argument on the locked in amount and the sales person statement, he just kept on saying that I had to go by the contract and it was my responsibility to read it, and that he only was doing his job. I think that is fraud and for that reason I will never recommend Comcast.

Review: over the course of sevral years dealing with this company I have put in several request to speak to management only to be turned off and ignored I was over billed several times for over 18 months and they only wanted to credit me for 2 months there hook up was cancelled on me with no notification several times after waiting all day for hook up and then told I needed to make arrangements for another day for hook up .they cancel my management request without ever talking to me they keep billing me even though they have disconnected my services without explanation .have had to spend hours on phone to lower employees who cannot assist you with anything other than telling you to pay them for the services you have not received among many other problems with this companyDesired Settlement: billing adjustment back to $0.00 and start from $0.00 to eliminate all this confusion or pay me back for all interruptions and over billing from my previous accounts and continuation of services or cancel services and payment of all overbilling of services plus payment for all my wasted time on phone and waiting for services and inconvenience for their failure to provide there services to me properly (contact me for any questions ) thank you

Business

Response:

December 27, 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 13, 2013

Re: [redacted]

[redacted]

Dear Sir/Madam:

This letter is in response to the complaint filed by [redacted], received in our office December 16, 2013 regarding a billing concern.

A Comcast representative spoke with **. [redacted] on December 18, 2013 and addressed his concerns. Credit adjustments were applied to **. [redacted]’s Comcast account on December 18, 2013for the activation and late fees along with a courtesy credit and an additional credit for the service issues experienced which resolved his billing concerns. The credits will be reflected on **. [redacted]’s billing statement dated December 21, 2013. In addition, a loyalty discount was added to **. [redacted]’s Comcast account on December 18, 2013. The discount is a 12 month offer which will expire on December 18, 2014.

Our records reflect **. [redacted]’s Comcast account was interrupted on December 13, 2013 due to the past due balance owed on the account. The service was restored on December 16, 2013 in the interest of good customer service. **. [redacted] agreed to make a payment to his account on December 21, 2013 in order to avoid a future interruption. **. [redacted] is aware of the balance reflected on his account.

An apology was provided to **. [redacted] for any inconvenience he experienced while attempting to further discuss his 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 ###-###-####.

Regards,

Executive Customer Care Specialist

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I still do not agree with their policy they lost my payment and want me to pay a second time until which means that they are just being handed free money there mistake I should not have to pay for it the lost payment should be deferred until found in so I refuse to pay any money until it is resolved do to the fact that I did not lose payment they did I will only agree to pay what I owe which I still believe is less since I had to spend several hours on a phone getting transferred from one person to another and never getting anything resolved I have been a customer for 3 years and had nothing but problems I am turned off again because of non -payment of an amount that I have already paid they expect me to provide the proof of payment which was paid by my parents credit card who reside in a different state and are both medically unable to keep searching for this payment I did not agree to pay by the 21st of December I said if I can find proof of my $130.00 payment I would I was told that my billing date was on 12/21/2013 and I would be turned off again but I could call and ask for loyalty department which I did call and was told that there is not a loyalty department which means lied to again just like all the tickets put through telling me that I would talk to a manager and then being turned off yet again and then told that my tickets were closed out because whoever put them through put them through invalidly and instead of calling a customer to find out what is wrong they would rather inconvenience them I feel all my time spent on the phone is worth something they get paid to handle my call I should be reimbursed for my time having to keep explaining the same problem over and over again only to get told pay us or we shut you off if there was any other internet available in the area I would drop comcast quick they lie and just keep billing you then make up excuses and keep transferring you from one department to the next hoping you just give up and pay them what you ask I do not believe that their handling is acceptable but you have no choice you need internet they are only supplier I will be moving from detroit just so I have other options

Regards,

I am totally dissatisfied with Comcast. I was moving and called to have my cable transferred to my new house. The guy told me my subscription was running out and it would add more money onto the bill to keep the same one. He told me about a new triple play offer they had that would keep me at the same amount each month however, my internet would be much faster. This was completely wrong! My internet never connects it always takes forever to connect and when it is connected it is far from "super fast." I am highly disappointed and do not feel I should pay so much when my internet hardly works all the time!

Maria who helped me upgrade my package to get faster internet and more channels is an asset to the company. This is the first company where I ordered service and was promised a gift card and didn't have to call to "remind" the company. It was just sent! Love it! I had Charter for years and I hated it! I bought a house and moved and was able to finally get Xfinity. I absolutely adore Xfinity! The only complaint I have is that you don't have F[redacted]n. I need my "No You Shut Up" with the brilliant Paul F T[redacted]. Otherwise, kudos to a great company.

I had taken a survey which was not good due to the customer service that had been provided for me. I got a response from ecare-Tom K[redacted]'s office that assured me that they wanted to provide me with a $20.00 discount for 12 months to my account and not mention of a contract, since I was such a valued customer. I received a partial discount because it was applied in the middle of my billing cycle. To my surprise a few days later I received a letter that stated that they were going to take it back because I did not qualify. I emailed back to ecare and they told me that they would work on it and if needed would apply the discount manually. Well of course that did not happen either. They replied stating that the only way to apply the discount was with a 12 month contract and asked me if I agreed. After thinking it over I then accepted the offer. Surprise!! They responded with-sorry it is going to be a 24 month contract-but added HBO for the 24 months free. So they want to give me $20.00 for only 12 months of the contract but want me to agree to 24 months. This is insane that they will not deliver what was promised. Honestly they should give me more of a credit than the $20.00 for 24 months with no contract for the hassle. The emails back and forth for days was very aggravating and they still did not resolve the issue. This is a poor example of good customer service. After reviewing some of the other complaints about Comcast why should I have expected anything different? I certainly hope this gets resolved and Comcast learns what customer satisfaction is.

Review: I ordered comcast on or about March 20th 2013. I was unsatisfied with the service and cancelled within 10 days. A comcast technician came back to my house to collect the rented equipment on March 25th 2013. Comcast has a 30 day money back guarantee if a customer is unsatisfied for any reason.

The following is taken directly from the comcast website: "We will give you a 30-day, money-back guarantee on our video, voice or high-speed services.

If you’re not satisfied with these services and wish to cancel for any reason, you can do so in the first 30 days and get your money back. Simply return all equipment in good working order and we’ll refund the monthly recurring fee for your first 30 days of service and any charges you paid for standard installation."

I received a bill in early May of 2013 and I contacted comcast immediately. The customer service rep could not assist me so a supervisor called me back. During that phone call he advised me that the bill was taken care of and "don't worry about it". I still have the email with the Ticket Number.

I just received a notice from a collection agency today (the statement date is Nov 12, 2013). Prior to this notice from the collection agency I have not been contacted by comcast since my last correspondence with the company when I was informed that it was "taken care of"

I called Comcast directly to try and resolve this issue and was told that the debt has been transferred and there is nothing they can do about. The call center technician that I spoke with did acknowledge my start date, my disconnect date, the date the equipment was picked up, AND the ticket number from May 9th when I contacted them the first time.

According to the 30 day money back guarantee there should never have been any payment due. Now they are threatening to report this "debt".Desired Settlement: I wish for the Comcast company to honor their 30 day money back GUARANTEE! I would like for the $67.09 payment that they claim I owe them to be waived. It would also be an added bonus if Comcast was encouraged to enhance their money back guarantee to include some kind of punitive amendment. It is not right that they can get away with simply ignoring their own promise without so much as a slap on the wrist.

I would also like written notification both mailed to me and emailed to me that I have a 0 (zero) Balance with COMCAST.

Business

Response:

December 13, 2013

Revdex.com of Metro Washington DC & Eastern Pennsylvania

1880 John F Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Case Number: [redacted]

Date of Notice: December 3, 2013

Re: [redacted]

[redacted]

[redacted]

Dear Sir/Madam:

This letter is in response to the complaint filed by [redacted], received in our office December 4, 2013 regarding a request for disconnection of service.

A Comcast representative spoke with **. [redacted] on December 13, 2013 and discussed her concerns. The Comcast account reflects as disconnected and all monthly charges back dated to March 20, 2013 which is the date service was installed. An additional billing adjustment was applied to the account on December 3rd removing all fees charged to the account. The 30 day guarantee was honored and all charges were removed leaving the account disconnected without a balance owed. An apology was provided to **. [redacted] for any inconvenience she experienced in 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,

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,

I ordered an X1 plan "Internet Pro Plus," which is specifically advertised as being able to use DVR services / rewind and manipulate live TV. After receiving a cable box which cannot perform these features, I used the online chat to converse with a representative who informed me that I would have had to specifically call online to receive a cable box which would have these capabilities. Nowhere in the fine print or in any section of the purchasing process did Comcast state that the advertised DVR functions were only available with a specific top box which, unsurprisingly, requires an extra $20 a month fee. This is a clear case of false advertising as the bundle that was purchased advertised DVR services which could not be an "extra feature," as the representative called it, if said feature was not even able to be selected during the purchasing process.

Review: I have to deal with a billing problem dang near every month. The billing issue I am dealing with is at least 2-3 months old, and I am so tired of calling to try and get this problem fixed, or looked at, explained, etc. I am about to just give up, not pay my bill, and find someone else who can charge me the same price every month that I have agreed to. Initially, I lowered my package from Triple Play HD Preferred, to Triple Play HD. I noticed a few things were gone, so I shopped online as a new customer and noticed I could get the Triple Play HD Preferred (like I previously had) for a price of $119.99 and asked the CSR if there was any way possible that I could get the new customer price since I had been with Comcast for a few years now, she placed me on hold and to my surprise told me I could get that deal, so I was happy as could be, until I got my first bill. As usual, the billing was messed up (I've never had issues with the product, but ALWAYS with the billing.) I am so sick of the billing dept. I could care less if I had nothing but internet thru another company, just so I never have to pay Comcast another damn dime. I just got thru with receiving discounts for a year because of billing problems. How is it that noone has a problem with your product, but its ALWAYS and I mean ALWAYS the billing? Maybe if they billed people for what they have used, rather than services a month in advance, you could maybe make sense of your bills. I was given 3 months of movie channels ([redacted] and [redacted] because someone change my package and I lost my movie channels) and my wife has had to "buy" movies *OnDemand* that should be free because we have subscriptions. I have never in my life been so disgusted, pissed off, with any company as a whole as I am with Comcast and their billing/customer service dept. I have to threaten to change providers in order to get them to attempt to fix any problem I have. I am absolutely done with them, and I refuse to pay any bill I have until someone contacts me, and gets every damn thing straightened out. I don't care if this goes onto my credit report, it will be well worth it just so I make sure Comcast doesn't get another penny out of my pocket. I hope this gets my point across as to how pissed and dissatisfied with this company I am.Desired Settlement: I want this company to contact me, and provide me with at least 6 months (I deserve a year for the amount of problems I have encountered) complimentary service of HD Preferred Plus package, because I am tired of every month having to call and find out what I am being overcharged for that month.

Business

Response:

September 2, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 13, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office August 13, 2014 referencing a billing adjustment. I attempted to reach [redacted] using all methods provided, to discuss his concerns. Unfortunately, my attempts were unsuccessful. On August 26, 2014 [redacted]’s package was changed to Starter triple play package with preferred upgrade code, phone and blast internet service. The package also has free [redacted] and [redacted] with discounted [redacted] and [redacted] on a promotion. The promotion is from August 26, 2014 until September 7, 2015. The discounted [redacted] and [redacted] will be from May 6, 2014 until May 7, 2015. A prorate credit was applied on August 26, 2014 for billing issues. The credit will appear on his September 7, 2014 billing statement. A monthly billing credit was also applied to the account. The promotion will be available from August 26, 2014 until August 26, 2015. I would need to speak to [redacted] for any further assistance. 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, LionelComcast 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 not true.While there were credits made to my account, the representative did not try to contact me and discuss any problems as he stated. I to this day, do not have the services I was promised at a certain price point, and am having to make due, now with several hundreds of dollars in outstanding bills because I had to wait and wait for Comcast to do anything, again without contacting me about what was being done. Had I known Mr. Lionel was making credits to my account I would have started paying my balance off with them. I am going to pay my balance, but let it be known to the people at Comcast, I am very unhappy. I hope you don't take lightly to these "Business Professionals" lying to you about so-called resolutions.

Review: A day or two before May 14, 2014, I called Comcast to let them know I was moving on the 14th but would not be moving into my permanent address ([redacted]) until May 29, 2014. I was informed at that time that I could not suspend my service (if less than 3 months) until the 29th but that I could have it either cancelled or transferred. I was told at that time the home on [redacted] was already wired and I would only need a self-install kit to get my internet up and running again. I agreed to have my service transferred rather than cancelled.

Approximately a week after I made the call, I received a call from a Comcast installer telling me that they were at the new address and were trying to perform a work order. I told him I didn't have any idea what he was talking about and that I had already notified Comcast that I would not be moving into the home on [redacted] until the 29th. He told me at that time that they needed to trench a line from one side of the house to the other so the grounding lines were in the correct place per a request made by [redacted]. I again told him that there was nothing I could do since I was not the owner nor even a tenant who lived there. He understood and we hung up.

Again, about a week later, I received yet another call from the same installer stating they were at the home and wanted to trench the new line. I informed him again that I would not have access to the home until the 29th when I signed the lease.

On the 29th just after I signed the lease, I realized I had another missed call from the installer and I called him back to let him know that I had just signed the lease . At that time he explained to me that the procedure was somewhat invasive so I'd need to get permission from the home owner or property management company before they could do the work. I immediately called the property management company to inform them of what was happening. I gave them the number to call the installer as well.

On June 1, 2014, I placed a call to Comcast in order to have my internet hooked up since they'd already told me I could self-install. After attempting to send a signal through a few times, I was told that there must be a problem with my modem. I disagreed and told them that there was nothing wrong with my modem. I eventually hung up after being transferred around their so-called technical support dept. who were unable to help me. The next day I tried again to have them run their signal through and it was again unsuccessful. After being transferred around, one of the Comcast employees told me that because of the outstanding work order I would not have internet until it was completed. At no time did the Comcast installer ever tell me that they'd disconnected the existing lines or I would have known not to waste my time calling to hook up my modem in the first place. At that time, I was told that they would be out the next day sometime between 8a-8p.

The next afternoon when no one showed, I made another call to Comcast stating the situation. I was told that the previous employee had made a mistake and the trenching was to happen the next day sometime between 8a and noon.

Noon came and went so I made yet another call to Comcast. At this point, I was beyond frustrated and near tears at the Comcast lies and being given the runaround. Every single person I'd spoken to up to that time (and since) had guaranteed me that they were going to solve my problem and not to worry. The person I spoke to informed me that because I was a renter, I needed to get a signed letter from the owner or property management company before the work could be completed. So with several more calls made to my property management and a trip across town to pick up a letter, I was told the installers would be out to do the work. Yet another day came and went with a no-show from the installer. By this time, I'd had it and so my stepfather tried his best to see if he could get someone to correct the problem. He ran into the same problem I did in that for several more days he was told the installers would be out to do the trenching and no one showed. He finally was told on June 11th that they would be out between 8a-8p on the 13th to do the trenching.

After nearly 2 weeks of numerous phone calls to Comcast by myself and both of my parents, they eventually showed up on June 13, 2014 and did the trenching. I told them the letter they needed that was requested was hanging on the front door...as it had been for several days. When they finished the trenching he came to the door to let me know they were done. I said "So I now can have my internet hooked up?" and he said yes. They left...leaving the letter still hanging on the front door.

I went inside and called again only to be told, once again, that they couldn't get the signal to go through. Immediately, they told me that they would schedule an installer to come out to the house to see what was going on. It was scheduled for the morning of the 15th.

The installer arrived and checked the outlet in the house and informed me it was dead. So he went outside and discovered that the connection had not be activated from the street connections to the new box that had been hung 2 days prior. He made that connection, and then told me that I had to either pay Comcast $50 to have them snake the lines outside from the new box around the house under the eaves and through the stucco wall into the house by the TV or I could pay for an electrician to come fish the line through the attic and into the wall where the existing outlet already was. Again, I was told that I'd have to get permission if they were going to attach the lines around the house and drill into the stucco wall.

After making a trip over to the property management company the next day, I was told by their head of maintenance that Comcast does perform the wall/attic fishing of the lines but they don't like to do it. Wall/attic fishing is what the property management wanted to have done instead of having wires tacked to the outside of the rental house. In another round of phones calls, my stepfather was told by three different Comcast representatives that they would not do the wall/attic fishing of the new line.

Curiously, he was also told at this time, that I had an overdue bill as well as equipment that I hadn't turned in. About a week prior to this, I'd received a bill from Comcast for just over $200 which included charges for equipment that I'd received at my old address. The charges were listed in such a way that I'd stolen them which was not accurate. Part of the original transferring of my service instead of cancelling was so that I didn't have to return anything while I was in the process of having to move twice. (Mind you that the receiver and other thing (I'm not sure what it was) were items that were shipped to me by Comcast without even knowing they were coming. And neither was ever installed.)

So I immediately gathered up the 2 equipment boxes and went and stood in line at a local Xfinity store. When I was called up to the counter, I informed the employee that I was told that I had overdue charges and because of it and the equipment my account was being held up. He looked at my account and told me that I did NOT have any overdue charges and his screen showed that I had active service at my address. I told him that was not the case but he told me there was nothing he could do for me other than take the equipment. So I left after turning in the equipment.

That evening my stepfather and myself tried to call Comcast again to make arrangements for an installer to come out and install the lines on the outside of the house. After requesting to speak with a supervisor when he was told it would be 6 more days before an appointment could be made, he was put on hold. After 45 minutes of listening to hold music, we hung up. The next day my parents decided they would pay for an electrician to come out and do the wall/attic fish of the line. Comcast had repeatedly lied and created situations where we were supposed to jump though numerous hoops only to realize the problem wasn't rectified. All the while, I was being charged for service I never had even after being told from the beginning the house already had service so I would only need a self-install kit. I'd also been told twice that when service was activated, I only needed to call and I'd be able to have the outstanding balance adjusted for the time I didn't have service. I was told "It's in the notes."

The next day, my parents decided they would bite the bullet and hire an electrician to do the job properly. Unfortunately, it was going to be almost a week before the electrician could come do an estimate for the job.

So a couple of days later I tried to call, once again, to see if I could get an appt. for a wall fish as I'd been told by yet another person that Comcast installers do that kind of service. Shockingly, when I asked, I was told that they could do that for $35 and I set up an appt. for 2 days later on June 23, 2014.

When the installers arrived, they told me that they were not allowed to perform the wall/attic fish, but I stated that a wall/attic fish is what they were sent out to do. After fiddling around with the old defunct box on the opposite side of the house, they eventually got in and took care of the wall/attic fish and immediately I had internet access.

After they left, I got online with the Comcast chat service in order to correct the billing aspect of the problem. I explained the situation and why I was contacting them.

I was told by "Hazel" that she understood how I felt and she apologized. She then offered a "Comcast Guarantee credit of $20 or free 3 months HBO subscription, which do I prefer?" for "all the hassles" I'd been through. I informed her that neither was appropriate. I had already told her previously that I'd turned in the equipment so it was ridiculous to even offer something like the HBO. And the $20 credit didn't even cover the almost 4 weeks that I didn't have any service. I explained again about how long I hadn't had service and she again tried to offer the same exact HBO or Customer Guarantee $20 credit. I declined and she stated that she would "create a request to our higher tier to investigate on your concern for today." I was told I would then "be contacted within 4-7 days after we have completed the process regarding my request." I gave my phone number and email when requested and the chat session was ended without resolution.

On June 30, 2014 I again contacted Comcast chat as no one had gotten back to me and I was receiving texts stating that I had an overdue bill. I was told by "Don" that he accessed the account and saw I was contacting about a credit for the days I had had no service. I told him that was correct. He said "No problem Kerry! I have checked and the credit will be applied!" I asked how much the credit was and he stated "the account is noted for 50.29 credit." I also asked if my monthly charge for internet was $44.99 as I'd been told when I originally signed up and he said yes. After being told that the receivers I was being charged for were also removed I ended the chat session.

I checked again a day or two later to see if the credit had been applied. I discovered that a $20 credit had been given rather than the $50.29 I was told. My internet service is not $44.99 but $54.99 when they apply a Blast! Internet Svc(?). If that is for the faster speed, that was supposed to be free for 6 mos from when I signed up. I've also been charged $35 for an install fee that should be absorbed by the company as I was told would only need to be charged for a self-install. I had absolutely nothing to do with the request for moving the grounding lines.

As of today, 7/6/14, I have paid the $29.84 that was due for the service from my previous address up until May 14, 2014 when I moved. I still have outstanding charges listed on my account in the amount of $143.19. I will not pay this until it is resolved properly.Desired Settlement: I can be charged for service at the new address ([redacted].) from May 15-28 even though I was not living there and there clearly wasn't any service available even if I did live there. I should only be charged for having service starting from 6/23/14 on. There should not be any charges given to me from 5/29 - 6/22. The install fee of $35.00 should be removed from my account.

Business

Response:

July 25, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: July 7, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office July 8, 2014 regarding a billing issue. On July 9, 2014, I spoke with [redacted] in regard to her concerns. I advised that a credit has been applied to her account on July 9, 2014 for one month of service charges and an installation fee. The credit will appear on her next billing statement, which will be issued on July 24, 2014. I apologized to [redacted] for the inconvenience and frustration she experienced. I have provided feedback to management to avoid this situation from happening in the future. 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, Elysia V.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 purchased Xfinity internet service last week with a 100.00 deposit. It was installed on Sunday Nov. 8th. I received an email today saying my service was disconnected as requested. I called them because I did not request to end my service. I was told yes we know you didn't request to disconnected your services but we did because someone with the same last name as yours that lived at this address in 2010-2011 have a bill and no it's not your name but maybe a relative put the bill in your name so we check this after you have been approved and we tried calling you twice so we disconnect the services. So because they have my same last name and lived there before me I'm responsible for the bill? They said no, but they will not be able to service me as long as I'm at this address. I called Corporate and they told me that I would have to go into a location to show them my ID to prove I am who I say I am. Let me tell you guys this was for internet services only...nothing else. So I said no, I'll go with another company. I took the equipment to UPS Store and called them for my refund of the 100.00 which they told me I would receive back after I return the equipment. Hopefully, I won't have to take legal action if the don't refund my money. This is so crazy.

Review: Our agency completed Business Class Service order and forwarded to Comcast on 11-21-13 for service to moved to our new location. Installation took place (order #[redacted]) on 12-3-13 at new location. Cutoff at old location was scheduled for 12-9-13. We continued to be billed for service at the old location. We were told that the reason we were being billed was that the service had not been cut off at the old location. On 2-5-14 I spoke to [redacted] in Comcast Customer Loyalty Dept. (###-###-####) and forwarded copies of the service order. He said he would file a request and the matter would be resolved. On 2-25-14 we received another past due notice. I spoke to [redacted] in Customer Loyalty who said he would escalate our case, and to ignore the bill. On 4-8-14 we received a phone call from Comcast collection department. I spoke to [redacted] in Customer Loyalty who looked up our account and said that he would escalate our case and not to pay the amount of the incorrect bill. Their records show that we have have followed the proper procedures and the charges are incorrect. Our new account does not reflect a a balance due. However, on 6-3-14 we received a call from [redacted] at [redacted] recovery informing us that our account has been turned over to them for collection. We told him that we did not owe anything and the error was Comcasts' side. We have been attempting to resolve the matter since January. I also spoke to [redacted] at Comcast Customer Loyalty who resubmitted the information and said that we should not owe anything.Desired Settlement: Documentation that the old account has been closed and no charges are due from us. Also our case at the collection agency is withdrawn.

Business

Response:

June 30, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 11, 2014 Re: [redacted]. [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office June 12, 2014 in regards to a disconnection request. Upon reviewing **. [redacted] account on December 3, 2013, our records show she spoke with our business department to have her services transferred and installed on December 9, 2013 at her new address located at [redacted]. Due to agent error the transfer of services was not processed properly. I spoke with **. [redacted] on June 25, 2014; I apologized for any inconvenience this matter may have caused. I advised due to agent error her old account located at [redacted] was not disconnected on December 9, 2013 as she requested but disconnected on April 8, 2014. A credit was applied due to the billing error from December 9, 2013 through April 8, 2014. An escalation was also submitted to our Collection Agency to update the account and cease all collection activity. I advised **. [redacted] to please allow up to thirty days for all collection activity to stop. 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 Relation Specialists

Consumer

Response:

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 issue with Comcast.

Regards,

Multiple over charges on account. Horrible customer service. Spent over 6 hours on phone fixing problems. Lied to on the phone and transferred to 6 or more people to fix one simple billing dispute.

I made an arrangement with them on August 1st to pay them on August 19th. I call back today to see if there are any options to modify the payment - they tell me the arrangement I was given is invalid - they place me on hold - they delete my payment set up I had set up for 8/19 without my permission - and tell me I can either pay them with a post dated payment on August 17th or they will shut me off and that once I make the arrangement from my debit card for 8/17 that I can't change it or delete it. It is unacceptable that because a customer service representative gave me an arrangement that was invalid that I as the customer have to pay be punished for it. Extremely upset and preparing to no longer be a customer.

This is the worst customer service I have ever dealt with. The cable line in my yard is still not buried after waiting two month, they didn’t even use direct burial, just regular cable. Also, my green box at the street is cracked and is exposed to weather. On top of which now I have to pay for a service that I can’t even receive… Details below of my experience.
9/3/2015 - Called to get the cable line reburied in my yard that goes to the house, and replace the broken green box near the street The crew that buried it never used direct burial, and only buried it around an inch or less. So the line started coming up..
9/17/2015 – Called to check the status and was told to give them more time..
10/6/2015 – Called to check the status to have the work completed that was requested on 9/3/2015. They stated my ticket was canceled and they were going to have the ticket escalated and it would be completed on 10/8/2015.
10/19/2015 – Called to check the status, work still not completed. Was told that the person on 10/6/2015 entered the wrong ticket and they needed to enter a new one. They stated that they were going to monitor my ticket and I would receive a call back on 10/20/2015 from the supervisor letting me know the status… Call back never happened.
10/21/2015 – Called to talk to a supervisor, I let the agent know I never received a call back from a supervisor the day before as I was promised… They stated the supervisor was busy and took my name and number and would call me back in 5-10 mins. Never called back...
10/22/2015 – Called to let them know I never received a call back. Supervisor would still not get on the phone with me...but they did let me know they saw my ticket in the system to be done. Agent was not professional.
10/22/2015 – I received a new cable box with my new contract. I needed help to set it up. I called a total of 4 times, the first three times I was talking with someone and they were letting me know what to do and then the line would go dead, not on my end, on comcast… on the 3rd time I told the person what was happening and to please call me back if they are disconnected with me.. It went dead during our call and she never called me back. Called on the 4th time, asked for a supervisor, the supervisor would not come on, so the person tried to help me… Once she couldn’t get it to work she told me that I would be charged $40 to have a tech come out … I example I just wasted 2 ½ hours on this and she didn’t care.. And she stated that if I wanted to cancel my services that would be fine.
Very Unprofessional Experience.
Line is still not buried, green box is still broke, & and not cable TV that I have to pay for...

Review: I’m filing this complaint based on the very poor customer service received by Comcast during a move between residences during the week of October 6, 2014. We were a current Comcast customer for a few years prior to moving residences. My fiancé, [redacted], called Comcast on October 7, 2014 to schedule a transfer of services to our new home in [redacted] since the existing service was listed in her name. After speaking with a Customer Service Representative about this, it was determined that installation would occur on Thursday, October 9 in the middle of the day. We were given a 4 hour window to be home from work so that the installer could access our house. After 4 hours had lapsed, we called Comcast to see what had happened. They had cancelled our appointment and never notified us that it was cancelled. They rescheduled for another 4 hour window that evening, to which an installer never showed up again. We called, and after being on the phone with Comcast for 1 hour and 5 minutes and transferred back and forth between several different departments, we only received an answer that they could come out Monday, October 13. This was unacceptable to us since they had since cancelled on us twice (2x) that day (Thursday, October 9). Eventually, one of the Comcast representatives said someone could come out Friday, October 10 to install and she promised she would follow up with us the following day to ensure someone did report to do the installation. We thus took off another 8 hours from work to facilitate the access/install of equipment. Comcast never showed up again and we never received a follow-up phone call. We called back and were put on hold for another 40 minutes while our case was investigated. Resolution was never given and we were told we had to reschedule the installation for a THIRD time. At this point, I had requested off work for a total of 16 hours, resulting in a gross pay loss of $720 (16 x $45/hr.). Needless to say, I was very frustrated and upset by the lack of communication and customer service I had received. I could have just opted to choose another cable/internet provider, but I decided to stick it out with Comcast. My fiancé on the other hand was so upset that she canceled her transfer of service request and I initiated a new service. Therefore, I had to drive to a Comcast service center myself and pick up the equipment using my own time and vehicle. Upon recommendation from a Comcast Sales Representative, I drove to the closest Comcast Service Center on [redacted] in [redacted] only to be turned down because something was wrong with their systems and they could not give me any equipment. Since it was nearing 6:00, I had to wait until the following Saturday and drive 45 minutes each way to another Comcast location to pick up the equipment. Finally, after waiting 16 hours for an install and then driving for a cumulative amount of 2.5 hours to pick up my equipment, I then had to install the equipment myself. Not once did we ever receive a call back from Comcast to reschedule our appointments. Nor did we receive any follow-up to the type of customer service received. The lack of customer service is appalling. The sheer fact that they do not care about their customers and their business is baffling, especially in light of their recent plight in the national news. My fiancé and I are very upset with the level of service received and ask for credit to our billing statement in the $700, which I believe is fair due to the amount of time and income lost due to this lack of customer service and follow-through.Desired Settlement: I am asking for a billing statement credit in the amount of lost time/wages due to the failure to provide proper customer service and installation. This credit would equal $700, which is roughly the amount of lost wages. I am not asking for compensation in regards to time spent driving to/calling Comcast.

Business

Response:

November 17, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: November 3, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office November 3, 2014 regarding a Comcast service issue. On November 4, 2014, I spoke with [redacted] in regard to his concerns. I apologized for the miscommunication and inconvenience he experienced regarding his installation request. [redacted] confirmed that he was able to activate his cable equipment on October 12, 2014 and his service was restored. With regard to his billing concern, I explained that we do not compensate for lost wages. However, a credit has been applied to his account on November 4, 2014 for the loss of service and inconvenience he experienced. In addition, I extended him a promotion for the [redacted] premium channel for free for 24 months. The offer began on November 6, 2014 and will expire November 6, 2016. The credit will appear on his next billing statement, which will be issued on November 13, 2014. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, Yvette L[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. Comcast applied a credit of $150 and provided me with 2 years of free [redacted], effective 11/6/2014 - 11/6/2016

Regards,