Comcast Corporation

Do not do business with this company. I have a live wire running from the internet box outside my neighbors home( don't know why it was put there) to my home. Comcast installed a new wire in the beginning of August when I had a problem with the service and it is still there. They said they were going to return to bury the wire and never did. Two appointments were set up with two different ticket numbers and not one person has corrected the problem.Two different people came out and said they were not going to bury it. The wire also runs through neighbors yard. There is going to be a serious accident or an animal will bite through it and the only blame will be on Comcast.

Review: I called to order service Monday June 9th 2014 and it took over a week and a half to have someone come out. When the installation tech came out he informed me that there was a wasp nest in the way and he couldn’t continue with the installation until pest control came out. I was told that I would get a call back once everything was taken care of so I could reschedule. NO ONE CALLED ME BACK so a few days later I called back myself.

The entire process of trying to get in contact with some sort of supervisor was pure hell! I’m normally a peaceful, calm woman but I had to hold myself back from cussing! I was just so angry! On the phone for over an HOUR getting constantly passed around from different reps. Of course I was either hung up on or the call dropped several times during this process. No one was allowing me to speak to a manager until I gave them my account number and full reason for my call. So I have to constantly keep telling the same story to each rep in VAIN because they didn’t relay any of that information to the next person. When I asked to speak to a manager I had a rep flat out tell me “NO” that I have to give the reason even though I just explained to the last 3 reps I spoke to of my issue.

I was told the soonest appointment would be another 2 weeks out, making it a full month that I would have to wait for installation! Horrible Horrible customer service! When I finally reached a supervisor I was kept on hold for a good 30 minutes by Pablo the supervisor of installation. When I let him know I would escalate this he said “Go ahead because we didn’t do anything!” and suggested that I just go with a different provider since they won’t be able to come out until JULY!I want something done about this horrible customer service issue! There was no compassion or empathy for my problem at all. Comcast/Xfinity has great deals that’s why I chose them but there customer service is LACKING! It shouldn’t take a full month to get an installation and it darn sure shouldn’t take over an hour being passed around from rep to rep to get a manager that does absolutely nothing to help me.

If there is nothing that can be done to move up my JULY installation than I just want to CANCEL my order with Comcast. I’d rather pay MORE each month at a different company if it means the customer service is better. The way I was treated by the supervisor and customer service reps leads me to believe there is no quality control at all and the customer doesn’t matter.Desired Settlement: I went through hell and back with these UNPROFESSIONAL CSR's. The manager was the worst! He's supposed to be the leader but he's not doing anything above and beyond for Customer Services. I don't need anymore empty apologizes, I've heard enough. I want some sort of significant credit to my account or my installation date moved up OR you can just cancel my account. I don't want to keep dealing with this horrible lack of customer service.

Business

Response:

June 30, 2014Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103Case Number: [redacted]Date of Notice: June 21, 2014Re: [redacted]Dear Sir or Madam,This letter is in response to the complaint filed by [redacted], received in our office June 23, 2014 regarding delays in the installation of her service. We spoke with **. [redacted] on June 27, 2014 and confirmed her services were installed to her satisfaction on June 27, 2014. A wasp’s nest was found in the tap, causing a delay in the installation. We informed **. [redacted] a credit has been applied to her account on June 27, 2014 for the installation. Additionally, three premium channels were provided to **. [redacted] at no charge for one year. The credit will appear on their next billing statement, which will be issued on July 26, 2014.**. [redacted]’s customer service concerns have been forwarded to the proper management for further review and action. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####, ext. [redacted]. Regards,[redacted]Executive Customer Relations

Consumer

Response:

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

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

Regards,

Review: Hello,

After being unable to access my main Comcast/Xfinity account for several years (I could conduct some business and pay bills from a sub-account), I finally managed to get in and noticed I was being billed for equipment we no longer have.

Several years ago (in 2009 or 2010), a Comcast contractor came to the apartment to help because our internet service wasn't working. While he was here, he took with him our TV equipment that we hadn't been using for several months (we cancelled the TV service and tried to return the equipment, but the street address on their website was wrong and we couldn't find the new location).

Come to find out, we've been billed for that equipment for the past four years, or so.

For the past 21 days (since June 5, 2014), I've been trying to get help (in writing), yet no matter how many times I ask, my requests for written help go unheeded. There are clai** that they've tried to telephone, but they haven't. The only call we got from Comcast was at the end of May, to tell us we'd exceeded our bandwidth allocation so they could charge us more money.

The entire email chain is available by request.Desired Settlement: I'd like to stop being billed for equipment taken away by an official contractor, and to have some sort of billing compensation for four years of overcharging.

Business

Response:

July 14, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 25, 2014 Re: [redacted]. [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office June 25, 2014 referencing a billing adjustment. On July 3, 2014, I contacted **. [redacted] via email per her request in regard to her concerns. An adjustment was applied to her account on July 3, 2014 for six (6) months of unreturned equipment charges. The adjustment will appear on her next billing statement, which will be issued on July 9, 2014. **. [redacted] is aware we do not have a record of receiving the four (4) unreturned cable devices. The cable equipment was removed on July 3, 2014 and placed in a lost status. The unreturned equipment billing charges were removed on July 3, 2014 to avoid any future billing fees. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, **. [redacted] Executive Customer Relations Specialist

Consumer

Response:

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

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

Regards,

Comcast is the worst company in the world! They will not let me get service in my house becuase my mother racked up a bill when I was in middle school. I am in college now and need service and will not let me get the service. They say because she lives in the house and still on the lease...I tryed to explain this to them but no one cares...shes disabled because of a stroke and untill she leaves or gets a new lease we cant get service. Doesnt make any [redacted] sence. I have a 750 credot score. I hate this company with a burning passion.

Review: I started my Comcast account at the end of November 2013. After they set me up with the wrong package and were charging me way more than I had signed up for (not to mention I had to have a technician come out 5 times and miss work to fix the service) I still couldnt get anyone to call me back and they kept saying someone would and no one ever did. It was not until I filed a Revdex.com complaint that someone from the escalations department (I believe [redacted] or [redacted] was her name) called me back and set me up on the package I had signed up with to start. I told her at the time I did not want any sort of 6 month deal or I would cancel and she said the deal she signed me up for was in place and it wouldn't be until a year that it might raise "like 5 dollars" due to inflation. 6 months later I get my bill and it has raised more than 50 dollars! I called Comcast and they are now telling me they have no notes of this but do see that [redacted] from escalations handled my situation. They told me they would call me back and fix the problem and have still not called. This is seriously unreal. I want someone to call me back and fix this and put my plan in place where it does not change for a year like I was promised and the extra money I was charged this month refunded.Desired Settlement: The difference in payment I made this month from my normal payment refunded and my bill back to where it was agreed upon with the escalations department in December.

Business

Response:

July 9, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 22, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office June 23, 2014 in regard to receiving promotional rates. I spoke with **. [redacted] on June 27, 2014 to discuss his concerns. I advised **. [redacted] that I applied a promotion that’s valid for 12 months for the Digital TV and Internet Service effective June 27, 2014 which will expire June 30, 2015. After the duration of the promotion standard rates will apply. I informed **. [redacted] a credit was applied to her account on June 27, 2014 for the billing issue which will appear on the July 21, 2014 billing statement. **. [redacted] states there are no issues with the services and everything is working to her satisfaction. Our records indicate that **. [redacted] did request a call back however there is no record of the call returned by a Comcast representative. I apologized for the misinformation in order to identify and resolve her 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, [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,

Horrible customer service. I've been a customer for 6 years and they are just HORRIBLE. if you are late they are very rude and unwilling to help.
But they messed up my service 3 times, numerous outages, etc. They do not care about their customers.
My phone went out, I begged them to fix it, my children needed it, and they still didn't fix it, it's still not fixed.
Now there are more outages! !!!

I think it’s absolutely ridiculous to have to keep dealing with Comcast and these outages.
During the month of July there has been numerous outages and no explanations. On July 28th we had an outage which left me without Internet for more than 10 hours; I work from home and rely on my internet service. I do understand there will be service interruption however the frequency is unfair to your customers. Your company responded there’s nothing they can do and sorry for any inconveniences; these inconveniences are costing me money
I moved in August and against my better judgement decided to keep Comcast. A week later my service went down for 3 days which then force me to call Comcast to try and rectify yet another outage. The numerous downtime I have encountered with your company during the last couple months and the constant lack of help from customer service makes me wonder whether to keep your service or take my business elsewhere.
Does Comcast really want to keep their customers?

Review: On April 28, 2014, I signed up for Comcast High Speed Internet at an advertised price of $39.99 per month. On May 5, 2014, I received a bill from this company for my first month of service and it indicated charges for Comcast television service, a service I neither have nor signed up to receive. In addition, the bill I received indicated a service start date of 4/7/14, which is incorrect as my service start date is 4/28/14.Desired Settlement: I would like the billing errors corrected and would like a complimentary one month service credit made to my next bill since this company operates as a de-facto monopoly in the community in which I reside.

Business

Response:

June 1, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: May 6, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office May 6, 2014 referencing a billing concern. On May 7, 2014, I spoke with [redacted] in regard to his concerns. An error occurred in the way the customer’s internet charges appeared on their Comcast billing statement. The customer subscribes to internet service only and the charges appeared on the billing statement, as a video fee in error. We made the necessary corrections to ensure the billing will display the services and fees correctly going forward. In addition, we confirmed the internet pricing is correct. An adjustment has been applied to **. [redacted]’s account on May 7, 2014 for the billing error. The adjustment will appear on their next billing statement, which will be issued on June 7, 2014. We apologized for any inconvenience caused to the customer. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted] Comcast Cable Communications, LLC

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,

Comcast/Xfinity has to be the worst company for customer service I have ever encountered. Our installation appointments were cancelled 3 times without our consent and rescheduled for a time we did not agree to. We had to pick up our own equipment because my husband and I do work from home and could not be without internet for extended period of time Comcast/Xfinity thought was agreeable without providing an adequate installation date after their purposeful error.
When activating and installing our own equipment, the customer service people yelled and hung up on my husband raising their voice to him over and over that he is not doing it the right way.
We ended up having 2 accounts, one erroneous empty account and another that did not have all of our equipment on. I am sitting here as I type trying to activate a simple cable box over the phone with customer service and have been transferred to 4 different people in 4 different departments. I am not sure that any of them is located in the United States as many were difficult to understand. I am still trying to get one simple box activated after 1 hour and 25 minutes on the phone and my problem has not been rectified. Many of these "customer service" people talk over you and do not let you get a word in. All of them read from a script and say "I understand you are feeling this way." It is demoralizing and offensive for them to say they know what their customers are feeling. If there was any other company we could use, we would in a heartbeat. I have never experienced such a lack of competence or lack of customer service EVER! We are going on one month of problems with this terrible customer service.
They also had the nerve to try and charge us for installation. This company should be ashamed of their poor outsourcing for what they call "customer service".
Our internet connection slows down at 6:30pm every night which is not part of our "plan" costing us well ove $200 per month. I will never recommend Comcast/Xfinity to anyone I know. Customers BEWARE!

Review: in November, 2013 I contracted with Comcast/Xfinity for a package called Blast which included upgrading my tv cable and adding internet service. For 6 months I was to pay $49 a month, for 6 months I was to pay $69 a month and then for 6 months I would pay $79 a month. After that I would pay the going rate. I received a letter this month that said I was getting the package in error. I went to the website and the package had changed. I have "chat sessions" that verify that I got Digital Premium tv as well as my internet for the posted price. I called, talking to 2 people, one said I was correct and they would process the change back to premium. It was never upgraded so I called again and was told that the initial salesperson made an error and that the blast only provides basic cable which I was paying $19 a month for previously. I have called again and they could care less. I now understand from the internet this is happening to other people in this state.Desired Settlement: Live up to the contract and restore my tv to the digital premium for the agreed upon price.

Business

Response:

May 27, 2014Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: May 02, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office May 2, 2014 regarding a recent programming change. I spoke to **. [redacted] on May 8, 2014 and reviewed her concerns regarding the loss of her cable channels. Based on my findings, **. [redacted] was sent a notification informing her of the recent video authorization audits, in which we found she was receiving additional channels in her digital economy package, in error. The Digital Economy plan includes about 40 stations. In addition, I explained to **. [redacted], since 2013 she has been receiving the Digital Starter channels while paying Digital Economy price. In order for **. [redacted] to receive the referenced channels, she would need to subscribe to the Digital Starter or Digital Preferred level of service. As a courtesy, I offered **. [redacted] a Digital Preferred double play bundle at the same rate she was currently paying. I informed this rate would be good for the next 12 months. The customer agreed to this promotion. I apologized for any inconvenience that may have been experienced while seeking a resolve to this matter. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted]Comcast Cable Communications, LLC

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. I would add that the gentleman who called me was very courteous and understanding. I am glad to have the services for the next 12 months. Thank you Revdex.com for your assistance in this matter.

Regards,

Review: I went to a Comcast store ([redacted], CA [redacted]) to start an internet plan. I find an internet plan with 25 Mbps speed for around 32 dollars a month. One comcast employee helped me put a order with a special price, which is five dollars less than the original price. I was happy with that and took the offer.

Later I found the speed was too low and complained once. (The representative acknowledged my plan as 25 Mpbs, but she said it was because of internet traffic issue)

After I get my first bill, I noticed that my plan is downgraded to 6 Mbps. I called the customer service and they won't help me. One representative said that if I want 25 Mbps plan, she can upgrade for me for higher price.

So, basically, they secretly downgraded my plan and won't honor the original one.Desired Settlement: I want my original 25 Mbps plan back with the original price as we both agreed on.

Business

Response:

May 1, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 22, 2014 Re: [redacted]Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office April 23, 2014 referencing a billing concern. On April 29, 2014, I spoke with **. ** in regard to his concerns. A change of service for his internet was completed on April 29, 2014 where the Performance Internet, with speeds up to 25 mbps was added to his account for a promotional rate for 6 months, through October 28, 2014. Additionally, a credit has been applied each month for 6 months to match the promotional rate **. ** was originally offered. On October 29, 2014, the rate will bill at its regular published rate. The Blast Tier, with speeds up to 50 mbps, was added at no extra charge for 12 months, for the inconvenience **. ** experienced. It has been determined that that slow speeds were not caused by any service issues; however, the slow speeds were the result of a slower internet speed tier with 6mbps added to his account. **. ** now has the 50 mbps high speed internet. 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. Thanks.

Regards,

On May 29th, 2015 I have switch cable providers to A[redacted] due to Xfinity's extreme and ridiculously high $220.00 cable bill per month just for cable and internet. I am in progress of trying to cancel my service with Xfinity. On 05/31/2015 I went directly to a Xfinity store in Marietta, GA to return all my cable boxes and cancel my service all at once in person (so I thought and this is were the nightmare begins. I was allowed to hand in all my cable boxes in but, was advised I would need to call into Comcast/ Xfinity at 800-266-2278. On 06/01/2015 around 4:10 p.m. I attempted to call 800-266-2278 went through the prompts of pulling up my account information, then pressing prompt #5 then #5 again and #3 for cancelling cable services and the phone immediately hangs up. I called the number again and even a another phone # of 800-934-6489 over 16 times and have gotten the same outcome! I called the 800-266-278 again, this time I tried the prompt to review my bill (hoping I will get a live person and ask to be transfer to the cancellation department) no such luck I was on hold more than 1 hour waiting for a customer service rep to pick up nothing still on hold. I could not wait several hours for someone to pick up. This is the most ridiculous customer service department ever and I believe Xfinity is deceptive when it comes with their current customers who are trying to cancel their services being no way out of doing so, there is no simple process like a normal organization. I cannot cancel my service online or in person, their website does not even have a direct phone number to call and to go one step further they don't even provide a customer service phone number my monthly billing statement they mail you ,I have Google Xfinity and find it, how ridiculous is that! My next step is to file a complaint with the FCC. This is the worst Customer Service call center organization you can ever deal with! Currently I am still trying to get through to someone at Xfinity to cancel my cable and internet with them. ALL I WANT IS TO CANCEL MY CABLE SERVICE WITH XFINITY AND MOVE ON IN MY LIFE!

Comcast's telephone customer service is THE absolute worst I have ever experienced. I am 35 years old and have been a customer with them for 15 years. This evening, I needed to pay off a bill through their collections department. I called THREE times, and each time I was told that I was being transferred to Collections, and then remained on hold for 20 minutes. EACH TIME! When I called back a fourth time, I explained all this to the rep, who proceeds to tell me that Collections ISNT OPEN AT THIS TIME IN THE EVENING. So basically, I was sent to a department and listened to elevator music for ONE HOUR - WHEN THERE WASN'T EVEN ANYONE THERE!.
I don't care if they're Comcast and they make millions of dollars or serve millions of customers. They have the [redacted] money to hire more customer service BODIES (not phone menus) who can work on this stuff around the clock.
Tell me I'm wrong.

I have tried to resolve a dispute on my bill since late August 2015 (as of this review it is October 21 2015) after numerous attempts, all of which told me I was responsible for the early termination fee (EFT) I decided to contact them one more time with dates in hand knowing that I shouldn't be charged the EFT. Only after I asked them if they wanted copies of my phone bill which proved what dates I called them and only AFTER I asked if this was some sort of scam that they run did they finally find the right note that proved I called within the grace period. The fault lied in the fact that their rep "sat" on my request for 15 days before entering in the changes in the system. This doesn't sit right with me. If I hadn't come back with proof and asked if it was a scam would they have continued to hold me responsible for the EFT. Just a warning people - check the dates, check your bill, and don't give up if you know you're not responsible.

When I cancelled my TV / Internet / phone service after a 11 days into the billing cycle, the Comcast representative told me not to pay my bill as they would send out an adjusted bill. When I received the new bill it showed I still owed my previous balance in full ($199.55) plus another $316.53 in new charges for a total of $516.08. When I called Comcast they apologized and told me to wait for a corrected bill. Finally 3 weeks after I cancelled service I received a new final bill for $99.12. This bill did not detail how the charges were calculated and seemed to be high relative to my calculation of $73 - $74. So I called Comcast again talked to two agents before I was told that my bill was higher due to a late payment charge of $9.50. The agent agreed to drop the late charge because Comcast had not provided an accurate final bill. The agent claimed I still owed $88.90, but she could not break down the charges as how that figure was calculated. As I awaited my new bill I was contacted by a debit collection agency telling me that Comcast had asked them to contact me about paying the $88.90. So I went to the Comast service center nearby in person to get my final bill. The Comcast agent there could not print me my bill or explain how it was calculated. He could not contact the Comcast billing department for me. When I asked him what should I do? He told me to just pay the bill. Finally this is what I did even though I believed it was more than I owed.

I advise everyone to use any other service other than Comcast. I have spoken with 6 agents of Comcast that has not resolved my issue. 3 of these agents told me that the problem is on their end. Yet it is still not fixed. I was told that there would be service agents at my location to fix my problem but no one ever shows up. I spoke with a supervisor Ramone who refused to take any responsibility and kept trying to transfer me to other departments. He said he was transferring me to "activation" but someone picked up the phone and hung up without saying anything. I want this issue resolved and a huge apology from someone at the Comcast corporate office who will make things right.

Review: Last august we tried to use the xfinity app on our xbox. After about three 1-2 hour long tech assistance calls, we learned we needed a comcast (same company) modem that required their triple play bundle. After they sent it to us, we decided we did not want the triple play or to use their modem. So we returned it and called them back to down grade to internet an cable tv only. Last week our internet stopped working for the most part. When we contacted xfinity/comcast we discovered that they had been charging us for the modem that we returned since September and we were still on the triple play bundle. In response to the internet not working they said a tech ha detected a problem in our area and offered to send us a service call that we would be charged for, even though the problem is on their end. My husband refused the service call and requested we be unbundled. They suggested sending us another modem. He said no. The customer service specialist refused to refund us for the modem charge, but said he unbundled us. Then today, my husband received an email confirming shipment of the modem he'd refused.

We are switching to another company for internet, but can't switch for tv as xfinity/comcast I the only company that has all the channels. However, this refusal to fulfill our requests and charge us for a modem we don't have is unacceptable.Desired Settlement: I would like the rental fee from sept refunded $48, and have our services unbundled. Once our new internet is contected (this weekend), we would like to go down to the tv package of our choice only.

Business

Response:

April 24, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 04, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office April 04, 2014 in regards to a downgrade. I spoke with **. [redacted] on April 11, 2014 informing her that we had downgraded her services to a TV only package on, April 05, 2014. In addition I confirmed with **. [redacted] that their services were unbundled and the modem removed from the account on March 31, 2014. We have adjusted their account for the modem rental charges and this adjustment will show on the May 03, 2014 billing statement. No further credit was applied to the account. Our research confirmed that **. [redacted] had downgraded their services to TV and Internet on August 08, 2013 but the changes had not been applied to the account, causing erroneous modem rental fee charges. A further downgrade to disconnect modem services was applied on April 05, 2014 as per **. [redacted]. **. [redacted] now only has TV service. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Regards, [redacted]Executive Customer Relations

Consumer

Response:

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

I urge the company to address their long standing customer service issues and processes, but as I now have minimal contact with them, I am fine.Thank you.

Review: I was quoted a price and signed up for services based on that price. When I logged into my account ,the company had set me up for different services and a different price. My account was never set to the service and price agreed upon. When I called the company to fix the situation, there was nothing anyone could do. I was told that not all units of the company can offer the same deals and that there was no way of finding out who had such an offer. I would be able to sign up for a more expensive offer or for a lesser service for a similar price. All told, it probably took about 4 hours to go through this process. This appears to be a classic bait-n-switch as the company never set my account to the agreed upon service and price nor did they offer to amend their mistake. I have the chat sessions quoting the offer and price which the company did not want to see.Desired Settlement: At minimum I would expect the company to follow through with providing the service at the price offered. It also seems reasonable that the duration of this price rate would be extended since I spent a considerable amount of time trying to obtain a service they offered but never intended to deliver.

Business

Response:

April 23, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: March 28, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office March 31, 2014 in regard to receiving promotional rates. I corresponded with **. [redacted] via email on April 2, 2014, informing her that I was able to honor a twelve month promotional rate for the internet service and it has been applied to her account effective April 3, 2014. At the conclusion of the promotion, standard retail rates will apply. I apologize for any inconvenience experienced in attempting to have this matter resolved. I trust that this letter provides your office with the information required in this 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. I was informed that it is noncontract and my representative was able to deal with another issue during the process.

Regards,

Review: We have been with Comcast for over 10 years and we switched the accountunder my name from my husband's because we changed address. When I heard about the new service X1, I made a phone call to upgrade it, and thereafter several other calls since the confirmation email from each call didnt match what was discussed. Everytime a different representative would say different things and bash the one before for giving me false information. After several attempts I got an appointment for installation and the prices seemed to be fair. That representative let me know that for future purposes I could ask for the phone calls to be reviewed since they are recorded. On the installation day, August 26th, a young man came to my house, on time I must say, and the instructions were simple: 4 new boxes will replace the current installed/old boxes, all in bedrooms. He pulled all the old boxes out leaving all the cables and power cords hanging down. Then he proceeded to a different room, the game room, and stappled cables along the baseboard, since a tv been used for gaming was at a different wall then the outlet. I went up and told him it was wrong and he removed the box, while atempting to remove the staples from the baseboard the wood cracked so he just left it there. All the garbage, plastic/papers/boxes/cable bits where left all around the house. He left without the internet working properly, I had to call the company to get a password that he had given to me wrong. I found out about the garbage because my 11lb dog started to choke o a cable bit that was on the ground. I was close to lose him, needless to say I was in severe distress. On September 7th I called the company to make a complaint, not for any gain but I thought they should know about what happened. The representative made notes about it (I could hear he typing) and told me: I would like to offer you a $20 credit on your account, void the $59,95 installation fees and give you a premium chanel you may not already have. And if when I were to get my bill and didnt see the changes, or still be charged for the installation to give them a call back. When I got the bill I noticed nothing was done. I called and the representative said he could not see any notes and that what was offered to me didnt even make sence. I was then told a supervisor would call me withing 5 days. After 5 days and no call, I called again, another representative said the same thing, that she could not help me and somebody would call me in 5 days. Nobody did. I called again, and I gave the time and they of all the calls and asked for them to be reviewed, I was then told that it was a lie and the calls were not recorded. He said he would again put a ticket in for somebody to call me and up to this day, October 14th, no one called me about the issue.Desired Settlement: Since time went by while waiting for the "call back", the bill became slightly past due, so I went ahead and paid the original bill in full, but at this point I want a refund for those fees as it was promised on September 7th, I also want a phonecall with an apologie for what went on at the instalation day and for the lack of costumer service thereafter.

Business

Response:

November 4, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: October 16, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office October 16, 2014 regarding a billing issue. On October 24, 2014 I spoke with [redacted] in regard to her concerns. A credit has been applied to her account on October 24, 2014 for the installation fees. The credit will appear on their next billing statement, which will be issued on November 24, 2014. I apologized to the customer for the delay and inconvenience experienced in attempting to have this matter 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 ###-###-#### Regards, Nina T.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,

To start, I want to share that I feel the pain of everyone else listing their complaints against Comcast. I have never experienced poorer customer service in my life. My displeasure started with my wife's and my first use of their service in Virginia. It took five technician visits and multiple hours on the whole going in circles with this company. Once everything was "finally' where we could use our service, I did enjoy the features of Comcast. My wife and I recently moved to Florida (we are both managers by the way, and I also deal with customer service, quality assurance and compliance). We are very organized people and had arranged things for our move three weeks before moving to Florida. Comcast promises an easy move process. It is totally the opposite. After going through our given number to in Virginia (and two hours on the phone) we were finally told by the confused representative that we really should be talking with a "Florida" representative. We went through the entire process again and another two hours on the phone. After total confusion on their end and growing irritation on our end, I told them I wanted to discontinue service with Comcast. I was quickly forwarded to the "Retention Department". At that point, I had to explain yet again what the issue was. (Why doesn't Comcast forward the comments from each conversation on to the next person they forward you to? That only magnified my irritation that much further. For the first time, I had a very polite young man talk to me. Of course, his job was to retain me as a customer. He apologized for my dissatisfaction and arranged a very good plan for our set up in Florida. He also said he would offer a one time discount of $20 due to the hassle I had to endure. He told us we had to call yet another number to verify all of our moving information and address (which we had already done previously twice). I called that number and they had absolutely no record of my conversation with the young man, Wayne. I was yet again starting to get very upset. (Please understand that anyone who knows me will tell you I am one of the mellowest, easy going people they ever met. I typically do not allow things to upset me.) I was told by the new representative I was talking to that this young man should not have made this deal. I had a documented deal confirmed by this young man and a promised price! I also have the emails to confirm these conversations, because I always ask for those to be sent when dealing with these types of issues. I have had two along the way make the promise to send confirmation emails, however, and they did not do what they promised. At this point, the individual I was speaking with (Raven) again passed me along the chain to an upper level person which required me to again explain again my issue. Finally after getting to upper management, I was given a package and a price which was very satisfactory and which was observed by both me and my wife on the phone, plus with email verification. I made sure my wife also witnessed the promise and agreement as made. They repeated it verbatim to her. I also have a habit of keeping accurate notes on dates, who I have spoken with, and full details of every conversation. We also had an established date for a technician to meet us to install our services in Florida once we arrived there. This was established three weeks in advance to our move. We also received three calls from a person to confirm this appointment and two times by "Robo-Call" confirmations. We drove over 700 miles to make sure we made our commitment time to meet this technician between 10 AM and 12 Noon. At 11:45 we received a call that they had cancelled this appointment. The next best time was days away and during our work hours. Our only other option was a very long wait to get our services set up. We were given the option of picking up our own equipment and doing a personal install. We spent the time and gas doing this and waited a long time in line at the Comcast office. We got home, called the activation number after everything was set up and nothing worked. We later found the cable was bad running to us and they sent someone to put out new cable. Then the technician found the box was bad and also did not work. They are shipping me a new box, but I am currently using a huge ancient loaner box which was the only thing the technician had with him. It extends way over a shelf and as he stated had old firmware. Many of our channels were in standard size screens which look tiny on a HD TV. (We are supposed to have the HD package.) Then we discovered that several of the channels we were supposed to get we not allowing us access as agreed in our package. We called a technician to fix this problem (Ashley). She told us the only way she could that was to put us under a different package which was priced at $30 higher. She stated that she would document what was done and that our original package and agreement would be honored. Well at this point, I have found that nothing happens as it was supposed to with Comcast. I was somewhat suspicious when she said she had made the correction on her end for my missing channels and when checked during our conversation I saw the channels were still not available. I called billing the next day (today) and they stated that my billing price had jumped to the amount that she promised would not happen. She broke things yet again ... and we still did not have the promised channels. The person in billing said she was not authorized to fix the problem with my billing. She forwarded me to yet another person in retention after I told her I was ready to have Comcast pick up our equipment and that I was cancelling things with them. A gentleman (Josh, operator M61) who was in Michigan with retention, told me that they could not honor my original contract and left me with no option other than to take a deal as close as possible for $20 more a month than was promised and agreed to for us. I asked Josh to look up my previous conversations and documentation with Comcast and he would see the agreement that was made to me. Please remember I have the full detailed documentation of this agreement and emails to confirm all this. He was not interested in my sending this to him and more or less said "take it or leave it". I have been lied to several times through this whole process and it has felt like a huge "bait and switch". This is criminal!!! Businesses simply do not operate this way legally! I also have been promised three different time for a $20 one time credit to my first bill and not once has that been reflected. Josh also has promised this to me, but I seriously doubt that promise will be honored either. I am also going to forward this complaint to the FCC. My brother owns three law firms and he is amazed with how illegal this whole process is. I actually feel I should file criminal charges against this corporation through our law firm as I feel I have been RAPED!!!!