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Comcast Xfinity Billing Description _____________________________________________________________________________ Ticket: # 607360 - Comcast Xfinity billing Date: 10/22/2015 3:19:43 PM Received via: Internet City/State/Zip: Stone Mountain, Georgia 30088 Company Complaining About: Comcast _____________________________________________________________________________ Description Account (b) (6) Hello ; I have been trying to resolve this issue for a few months now without any luck. I received an automated message to contact Xfinity about internet usage on 7/6/15. I called and talked with a representative who told me I was about to go over my allowed usage and that I would be charged extra once this occurred. So I asked him what could I do to prevent this....a different plan? He told me there was no other plan for residential customers. So I asked him to walk me through unhooking the internet which he did. My plan was to unhook it until the next billing period. A few days later I spoke with another representative about the situation as I did not understand how I could be using so much internet. They suggested that I look at one of the business plans as that would give me unlimited service. They also informed me that I was in the next billing cycle so my internet usage would be starting over. On 7/24/15 I spoke with Thomas Barry (Comcast Business Sales Consultant/ 610-234-3596) and reviewed the business plans available. However they were well out of my price range. At this time, I re-hooked by modem so that I could have internet access again. However I could not get the access. I called technical support and spoke with a technician who informed me my modem was outdated (although purchased in early 2015). He told me to take it back and exchange it and emailed me a list of acceptable modems. About two days later, I called and check my bill balance and it was over $400. I called the billing department and informed them there was no way I could use that much data. They informed me that my account had been using a large amount of data for the past few months. I work during the day and I live alone. I don’t work from home and I rarely go online except for the weekends. I don’t download games or stream. I have used On Demand less than 5 times this year. I explained this to them. The representative transferred me to someone else who again asked me about my internet habits. After explaining this again and then informing him that I had unhooked my modem in July, he advised that I had internet usage since the date I had unhooked the modem. At that point, the tech said he needed me to talk to someone in the security department. I spoke with a security specialist by the name of Monroe. He again asked me about my internet usage and I informed him that I had unhooked my modem. He asked me to pull out my modem and provide the MCN #, which I did. He said that he saw another modem connected to my account and that is where the usage was coming from, not my modem. He referred to it as a “Rogue Modem”. I went on to tell him I had been billed outrageous amounts since early summer according to billing for going over my allotted internet usage. He opened a ticket and told me they would investigate and then call me back. He told me that he needed to find out how long this had been going on so that I could speak with billing and if applicable get a credit. (Ticket # 179986653). After a week, I did not hear anything so I called back. I spoke with another tech who said Monroe was not working that day and the ticket was still open. He asked me to call back in a few days and speak with Monroe. He provided me with a number to the security department (888 565-4329). I called back after a few days and was unable to speak with Monroe. I asked for a supervisor. I spoke with Scott and explained the above. He said the ticket was closed and the Rogue Modem removed. I asked him what did I need to do with billing as the amount was due to the Rogue Modem being connected to my account. He put me on hold for a few minutes and came back. He told me that the usage had not been coming from the Rogue Modem but my modem. Now this is completely opposite from what Monroe said. I told him that was impossible especially since there was usage after I disconnected the modem. And that I could not possibly use that amount of internet. Scott said he would have to look into it and gave me a new ticket of 18148238 or 181482238 (not sure which is right). I have yet to hear back from him as well. I have called twice since them and each time I have to start over and explain the situation. It has been over 1 ½ months since I have heard anything. The last time (9/10/15) I spoke with Kamar #732 and he asked me to be patient and he would be sending Scott a message to call me. At this point, I think I have been more than patient. And I haven’t had internet since 7/15. I only get outrageous bills. Oh, but I did get a message this week asking me when was I returning my internet equipment. I think this is a great example of “customer no service”. I have talked to family and coworkers with your service. It does not seem plausible that a one person household could go over the internet usage month after month; however their households of 3-4 people which includes children never goes over. At this point I have no intention of paying this now $600 bill. I have tried everything to get answers but I can’t even get a call back. So I have documented my calls and ticket numbers so that if this is placed on my credit report, I will be taking action. Obviously, Comcast/Xfinity does not want me as a customer. Therefore at this time, I just want the bill cleared up. If someone could be so kind to contact me on this issue, I would greatly appreciate it. Thank you. (b) (6) Also, I have attached a copy of the August bill. It also shows like all the others additional usage. Remember, the modem was unhooked in early July 2015. Thanks _____________________________________________________________________________ Ticket: # 607411 - Comcast Billing Date: 10/22/2015 3:36:39 PM Received via: Internet City/State/Zip: Savannah, Georgia 31419 Company Complaining About: Comcast _____________________________________________________________________________ Description I paid our internet bill for 20 September to 19 October 2015 on 15 October. They are now saying we are going over our data usage because the data resets at the end of the calendar month. Therefore I paying twice for the same usage. With the data not resetting until the end of the calendar month instead of with the billing cycle, it makes it extremely easy for everyone to go over on data usage. _____________________________________________________________________________ Ticket: # 607434 - Comcast bandwidth caps Date: 10/22/2015 3:43:13 PM Received via: Internet City/State/Zip: Atlanta, Georgia 30318 Company Complaining About: Comcast _____________________________________________________________________________ Description Comcast imposes bandwidth caps, but the tools provided for you to self monitor your usage has been down for at least 26 days with the error below. Unable to retrieve usage information at this time. Please try again in few mins. _____________________________________________________________________________ Ticket: # 607530 - XFINITY Date: 10/22/2015 4:06:55 PM Received via: Internet City/State/Zip: Owings Mills, Maryland 21117 Company Complaining About: Comcast _____________________________________________________________________________ Description Comcast/Xfinity has essentially robbed me for months. I was lied to about my what my internet speed was when I signed up. I was under the impression i was paying for 80mps. They told me due to my area i would recieve anywhere from 30-80. I only found out 7 moths later, after struggling with this internet and willing to pay MORE just to get a faster speed, that I had the fastest speed. I had been paying $112 for 7 months for something I didnt even get to use. Pitiful 21.01 mbps. Ive been trying to get assistance and have been transferred atleast 10 times over the last week and Ive been lied to again. Told that their internet department could see just how long my internet has been bad and could compensate me accordingly. When I did call I was transferred around until I finally reached someone who told me they couldnt do that and didnt know who told me they could!! Today I spoke with billing and they want to charge me $40 to come check if its their equipment when I literally am calling about compensation. Theyre going to take MORE money from me unfairly. Please assist me in any way. Money is already tight and 112 dollars for something I never had an option to use is unfair. Note: I have tried both wireless AND hardwire and get the same terrible speed _____________________________________________________________________________ Ticket: # 607564 - Comcast billing Date: 10/22/2015 4:17:18 PM Received via: Internet City/State/Zip: Little Canada, Minnesota 55117 Company Complaining About: Comcast _____________________________________________________________________________ Description Long story short...It came to our attention that we had been paying on an account with Comcast that had 6 phone numbers, equipment and services.
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