Below is the exchange of correspondence. It is about what you would expect. Readers having issues with Comcast might want to note the email and phone numbers for your own complaints.
The large format text is easier to read, but the actual emails are attached FYI.
From: consumer2014@aol.com
To: soumds_esl@comcast.com
Sent: 11/17/2017 3:16:08 P.M. Eastern Standard Time
Subj: Re: Comcast Executive Customer Relations Re: BBB Complaint
I note you did not address your own firms repeatedly violating of the 24 month contract, but did acknowledge repeated service interruptions that caused your own breach of contract.
Your firm is the most complained about of any of the TV/Internet/Phone providers and as mentioned in my outgoing to your CEO there will be absolutely no payment of any further sum to your firm and any negative information to credit bureaus will result in legal action.
C W Harris
Citizen Journalist
http://comcastgeorgia.blogspot.com/
===========================================
In a message dated 11/17/2017 3:04:53 P.M. Eastern Standard Time,
soumds_esl@comcast.com writes:
Dear C Harris,
I did not receive the email response dated 11/15/17 and I apologize for the resolution email delay. However, I reviewed your BBB complaint and understand that your reason for cancelling your account, and 2 year service contract, was due to service interruptions and billing adjustments that were not applied to your account. I also understand that the period in which you experienced the intermittent service outage was October 16, 2017 through October 28, 2017. You mentioned there were approximately 8 credits offered to you and approximately 5 credits were not applied, therefore resulting in the disconnection of your account.
I reviewed the outage history in your area for the dates of October 16, 2017 through October 28, 2017 and confirmed the following service outage dates and contacts to customer service to report an interruption of service:
· 10/16/17 – contact to customer service confirmed
· 10/17/17 – contact to customer service confirmed
· 10/18/17 – documented outage in area per Comcast records
· 10/20/17 – contact to customer service confirmed
· 10/23/17 – contact to customer service confirmed
· 10/26/17 – documented outage in area per Comcast records
· 10/27/17 – contact to customer service confirmed
· 10/31/17 – called to cancel account
I also reviewed your billing and credit history to confirm that the X1 Starter Double Play was accepted on March 31, 2017 at the 24 month contractual rate, effective March 31, 2017 through March 31, 2019. The daily rate for your services, including taxes was $4.64.
The total credit for 8 days of service related issues is $37.12 and your account was credited $50.30 for the dates covering October 16, 2017 through October 28, 2017.
Our records indicate adequate compensation has been applied to the account to compensate you for the temporary service outages. The request to waive the early termination fee is respectfully denied because all applicable credits were applied to your account and the service outages you experienced were repaired. Your final balance is currently $101.01 and as a one-time courtesy, I am willing to offer you a one-time credit of %50.00 for customer satisfaction. In order to prevent collections activity, the remaining $51.01 must be paid in full.
Best Regards,
Deidra H.
Executive Customer Relations
Comcast | Corporate Escalations – Big South Region
Fax: 615-514-4897
Office Hours: Monday-Friday 8am-5pm(CST)
11/14/17
FYI:
Got this incoming, probably having an anti-Comcast blog site got their attention - (minor info redacted below).
Other dis-satisfied users might find the phone and email address of some use with your own issues:
--------------------------------------------------------------
From: soumds_esl@comcast.com
To: consumer2XXX@aol.com
Sent: 11/14/2017 7:35:47 P.M. Eastern Standard Time
Subj: Comcast Executive Customer Relations Re: BBB Complaint
Dear C H,
Thank you for contacting the BBB and our Executive Office with your early termination fee dispute credit request. I would like the opportunity to discuss your concerns and resolve this matter. I will review your account and billing statements to determine what you have experienced and received compensation for. I will make an attempt to reach you by phone on Wednesday, November 15, 2017 to discuss findings and recommendation to resolve this matter.
If you prefer to communicate via e-mail regarding any non-data related concerns, please reply back to this email thread and I will assist you accordingly within 24 business hours.
Please be advised that if you elect to communicate via email, you will be required to authenticate the account by providing the full service address and last four digits of the social security number on the account associated with this complaint.
Thanks in Advance,
Deidra H.
Executive Customer Relations
Comcast | Corporate Escalations – Big South Region
Office: 256-922-6512
Fax: 615-514-4897
Office Hours: Monday-Friday 8am-5pm (CST)
(Misc Info: Area Code 256 is primarily servicing the city of Huntsville (population: 194871), area code 256 covers 22 counties of Alabama, my location is near Atlanta)
---------------------------------------------------------
11/13/17
The Comcast Final Bill arrived and I am dropping the CEO a line to let him know my opinion of his firm.
Also complaints are outgoing to the BBB and local franchise authority.
Xfinity is a brand of Comcast Cable Communications, LLC, a subsidiary of the Comcast Corporation, used to market consumer cable television, internet, telephone, and wireless services provided by the company. The brand was first introduced in 2010; prior to that, these services were marketed primarily under the Comcast name.
Its CEO is Dave Watson, its chairman is Brian L. Roberts, and its CFO is Catherine Avgiris. Xfinity went from $23.7 billion in revenue in 2007 to $50.04 billion in 2016
--------------------------------------------------
Nov 28, 2017
MY CHANGE FROM COMCAST
As you know, when leaving Comcast for Dish you will have to get some service for your Internet needs. Here is metro Atlanta Dish has teamed up with Hughes Net so I just got them.
It has been a very long 4 weeks with that bunch. I won't go into details as it would take setting up another site just for all of that to be related.
I have no issue with Dish, just with Hughes. Now I have arranged for Windstream to replace Hughes and perhaps I will be able to report back that they are great and perhaps not.
I think their prices will be a lot better than the upper $70's that Hughes had. (Photo: Speed tests for Hughes Net - L is download, R is upload - very low speeds!)
Windstream comes in via your phone line, not a dish and I took advantage of a deal which seems to get me a free modum, $100 off my bill and a reasonable monthly charge.
I will report back on what I find, but for now you might want to think twice or three times about signing up with Hughes Net. Maybe my issues were just an isolated instance???
Just FYI: I am not getting their phone service, I use cell only, BUT you still get a phone number as part of the install, you can get incoming calls n/c but any outgoing will be at 10 cents a minute since you are not subscribing to their phone service.
---------------------------------
Dear BILL H,
We are excited you have joined our Windstream family! You deserve the best in service and we look forward to providing you with quality products and customer care.
According to our records, your installation date is 12/01/2017. So you know exactly what to expect, we'll send you an installation itinerary with all the details. In the unlikely event that your installation is rescheduled, you'll receive at least 24 hours notice.
Take a look at your order details below to ensure accuracy:
Order # 662-6479-I197xx
Phone Number: Not available at this time
Services Added (One-time charges, taxes, and fees not included) Cost
HIGH SPEED INTERNET PLAN $39.99
MODEM RENTAL AND PROTECTION $9.99
MODEM RENTAL CREDIT $-9.99
PREMIUM+ 100MB SPEED
PROFESSIONAL INSTALLATION
ACTIVATION FEE WAIVE
Don't hesitate to call us at 1-800-347-1991 if you have any questions regarding your new service order. Please have your order number ready for reference. Thank you for choosing Windstream.
And Now for the Good Stuff
Now that you're on your way to enjoying a top-tier online experience, we'd like to invite you to join the Windstream community. We're committed to constantly improving our service so stay up-to-date with all of our developments by following us on social media. Plus, you can follow Locally Crafted, our interview and video series.
See also: https://comcastgeorgia.blogspot.com/
No comments:
Post a Comment