Lusby, Maryland
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Billing Practices
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June 8, 2016Mr. Brian Roberts, CEOComcast Corporate Headquarters1701 John F. Kennedy Blvd.Philadelphia, PA 19103

Dear Mr. Roberts:This letter is in regard to constant billing errors, refusal to fix billing errors and rude, poor service from Comcast. Please note that this letter is received by certified mail, discusses the billing dispute and is received within the sixty days of the bill due date.For several years we had our Comcast bill set up to be paid automatically online. We noticed Comcast was adding to our bill additional channels that we did not want and did not know we had and charging us for these channels. Comcast would also sporadically change rates to see if we noticed. We stopped the automatic online billing system and now receive a paper copy of the bill each month and pay by personal check. This is necessary due Comcast’s sneaky billing practices. The current problem is that we are now being billed an additional $50.00 for unknown services. We are unable to understand what this additional $50 is for and, when calling Comcast multiple times, Comcast representatives also cannot tell us what the $50 is for. We have a practice of not paying bills when we do not know what the services are for. We do not intend to pay this $50 charge, unless we know what the charges are for and agree to them. This letter notifies you that we also will not pay any additional 10% late fee charges accrued due to Comcast’s refusal to rectify the bill. Again, note that this letter is received by certified mail, discusses the billing dispute and is received within the sixty days of the bill due date.In order to solve this billing dispute, I called on 4/29/16 and spoke with Nan in Customer Solutions. She agreed to change the rates back to the way they had been, from $144.99 back to $119.99 and keeping the technology fee at 0, as agreed to, (April bill.) She also agreed to have her supervisor Belinda Watkins call me back. Ms. Watkins never called. Comcast sent an email to us, which we still have and have printed out a paper copy. This email is dated Friday, April 01, 2016, time is 1:14 AM. The email says: "You’re All Set!" This email confirms all charges that should be reflected on our bill and includes all corrected rates. This email legally binds Comcast to provide the services stipulated in this email.After receiving our May, 2016, bill, I saw that corrections were made for the Bundled Service rate, now back to $119.99, and fixed the technology fee charge, agreed to at 0 but charged $9.95. However, although the new charges are correct, there is an additional $50 charge on this bill, and we do not know what this charge is for. I spoke with "Jessica" on 5/10/16 but she was not able to help me. I spoke with "Kedine" on 6/3/16 but he was not able to help me. I then spoke with "Deonta," a "local call center customer solutions supervisor" on 6/3/16, but he was not able to provide a solution to this billing dispute. He was an extremely poor listener and offered rude service. The Comcast Customer Solutions department provides little in the way of solutions for customers. Additionally, please note that your customer solutions employees give out fake names; therefore, it is impossible for customers to call back and speak to the same representatives when trying to fix disputes.We do not intend to ever pay an extra $50 being billed as well as any interest accrued due to Comcast’s refusal to resolve this dispute. Your immediate attention to this matter and written response is appreciated. Sincerely, Jill D. Richmond

Here are emails that followed t his letter:Mr. Swayne:In order to not pay money that we NEVER OWED, I had to deal with this for almost five months, 8 phone calls, 5 emails, 1 letter, and countless amount of time reviewing complaint blogs about Comcast ("top 4,042 complaints," etc.), and now you finally fix something that you should have and could have fixed in about 30 seconds after I sent the initial letter and email to you on June 7. And all you say is you "apologize for any misunderstandings..." There were no misunderstandings. What happened is you never bothered to read my letter of June 8, my emails or listen to what I said on the phone and didn't bother to fix this issue until yesterday. This issue was not rocket science. You could have saved yourself time and my future raging about this on various blogs. You are only fixing our bill now because I finally found the correct emails for Brian Roberts and Charlie Herrin. This is disgraceful. You should be ashamed to be an employee of Comcast. It is a good thing Comcast has a monopoly, otherwise there would be no way to stay in business the way Comcast treats its customers.I strongly urge you to review my bill before it is sent out next month, because it needs to be CORRECT TO THE PENNY. Please take the steps to make this happen. This really should not be difficult.To confirm, all of our future bills from Comcast will be $147.92 plus taxes.Jill Richmond

----- Original Message ----- From: Swayne, Chip To: 'Richmond' Sent: Thursday, June 30, 2016 7:35 PMSubject: RE: comcast bill still incorrect

Good Evening Ms. Richmond,

I apologize for any misunderstandings that have been received and I’m still more than happy to provide any assistance. Per your request I have applied an additional $49.90 credit to your account effectively leaving your balance as of 6/30/2016 at $110.51.

Next month when you receive your bill pending you make the $110.51 payment your bill will show a previous balance of $160.41, a payment of $110.51 and then your new charges, giving you your total amount due.

Your monthly rate is $147.92 before taxes and fees which you can see the break down below in my original email. If you have questions when you receive your next billing statement I’d be happy to go into further details and explanation with you.

Thank you,

Chip Swayne

Executive Customer Relations

Comcast | Northeast Division

Office: 410-931-5209

Office Hours: Monday-Friday 11:30-8:00PM

Mr. Swayne:

Your email does not make sense. It appears (???) you are crediting $49.90 to our account and then adding it back in so that we still owe this money. This is THE SAME CHARGE I have been trying to get Comcast to fix for months. See AGAIN my letter of JUNE 8. I strongly suggest you acutally take the time to read my letter of June 8 to Mr. Roberts, attached AGAIN.

As a reminder, we spoke at length on June 7. You agreed that we did not owe the $181.41 and offered a credit of $49.40 that would show up in a future bill. I said no to the credit because I did not want Comcast holding my money for one, two or three more months. I informed you repeatedly that I would pay only $131.51. You understood this and agreed to it verbally on the phone on June 7 and sent me a follow up email on June 7 at 7:39 p.m. saying that you have "provided a credit of $49.90 for the billing concerns we had spoken of." A CREDIT means we do NOT owe the money.

In my letter of June 8 to Mr. Roberts, I refer to the amount as "$50.00" but it is more accurately exactly $49.90. We do NOT owe this money. This charge was incorrect from the beginning, and has been an incorrect charge, going back many months. This is what I have been trying to get fixed over all these months with all my phone calls, emails and letter. It is ridiculous that Comcast has not fixed this issue.

Again, for the bill due on 7/15/16, I will pay $110.51 and then we are paid in full.

When you called this afternoon, I did not appreciate that you kept me on hold while you took time to review my email and account. You placed the call to me before you had reviewed the facts or were prepared to speak with me and your tone of voice was irritated and unprofessional. Therefore, please inform me in writing only exactly what the charge of $49.90 is for. Comcast will have to prove that Comcast knows what the charge of $49.90 is for.

Jill Richmond

----- Original Message -----

From: Swayne, Chip

To: 'Richmond'

Sent: Wednesday, June 29, 2016 6:08 PM

Subject: RE: comcast bills are always incorrect in comcast's favor, this month's bill again incorrect

Good Evening Ms. Richmond,

Per our conversation, the balance on your account is currently $160.41. This is an accurate balance based off of your current monthly rate of $147.92. If you take the previous balance of $181.41 and you subtract the payment made of $131.51 you will be left with a remaining balance of $49.90.

This $49.90 is carried over to your new billing statement seen under the other charges and credits portion of your bill. Due to the credit being applied on June 7, 2016 during this statement cycle it is applied to the current bill but towards the oldest balance on the account. So if you add the credit I applied of $49.90 to the total new charges your balance comes to the $160.41.

If you have any further questions please feel free to call me as I’ll be more than happy to assist.

Thank you,

Chip Swayne

Executive Customer Relations

Comcast | Northeast Division

Office: 410-931-5209

Office Hours: Monday-Friday 11:30-8:00PM

From: Richmond [mailto:Sent: Wednesday, June 29, 2016 5:40 PMTo: Swayne, Chip; Roberts, BrianSubject: Re: comcast bills are always incorrect in comcast's favor, this month's bill again incorrect

Mr. Swayne:As a reminder, we spoke on the phone on June 7, 2016 regarding the attached letter to Mr. Brian Roberts, and Comcast consistently overcharging us. Shockingly..... the bill I received today is AGAIN NOT correct. I am referring to the bill that is dated 6/21/16 and is due on 7/15/16.

The charges on this bill state:

HD Preferred XF Bundle - $119.99Additional outlet converter - 9.95

Additoinal outlet adapters (2) - 7.98

wireless gateway phone - 10.00

taxes - 6.71

If you had up the charges -- (and don't take into account the credits listed on this bill) -- these charges add up to $154.63 -- NOT $160.41. This is simple math. Comcast should be able to handle this. In addition, you stated in our phone conversation on 6/7/16 that you would offer us an additional monthly discount of $5.00 each month due to the consistently poor service Comcast is known for. Therefore, if you deduct out $5.00 from $154.63, (the correct amount of our bill before the credits,) this comes to $149.63 which is what we currently owe. However this does not take into account the credits listed on this current bill ($40.29 and $3.83 credits.) The bill is set up in a confusing way -- but if we owe $149.63 -- minus the credits for this month only, we actually owe $105.51. $105.51 is what we will pay for this particular bill.

If you could find a way to send us correct bills from now on, it would be greatly appreciated. I do not wish to have to contact you every single month about our bill.

Thank you for your immediate attention to this matter.

Jill Richmond

----- Original Message -----

From: Swayne, Chip

To

Sent: Tuesday, June 07, 2016 7:39 PM

Subject: Comcast Assistance -

Good Evening Mr. and Mrs. Richmond,

Per our conversation today Mrs. Richmond, I provided a credit of $49.90 for the billing concerns we had spoken of. Listed below is the breakdown of your current promotion.

· 2 Year HD Preferred Triple Play at $119.99 per month effective 6/7/2016 through 6/30/2018, on 7/1/2018 the rate will change to $144.99 per month.

· X1 Cloud DVR service at $0.00 per month effective 6/7/2016 through 6/30/2016, on 7/1/2018 the rate will change to $10.00 per month.*

· 1 X1 Additional outlet at $9.95 per month.*

· 2 Digital Transport Adapters (DTA) at $3.99 per month per box at a current total of $7.98 per month.*

· Comcast Wireless Gateway at $10.00 per month.*

The total for this service is at $147.92 per month prior to taxes and fees. Please note that the prices on equipment rentals, taxes, fees and add-ons are subject to change.

Thank you,

Chip Swayne

Executive Customer Relations

Comcast | Northeast Division

Office: 410-931-5209

Office Hours: Monday-Friday 11:30-8:00PM

Product or Service Mentioned: Comcast Tv Package.

Reason of review: Problems with payment.

Comcast Cons: Horrible customer service.

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