Unresolved billing issues

To Whom it may concern,

I am writing and responding to this email due to my frustrations and grievances with your customer service and tech support team. 

I have made FIVE attempts now to reach via email representatives of your company and the business teams only to be ignored with no responses. 

Rafael Visbal-Florida

Chris Barbuto-North Florida

Glory Faunce

Shawn Strumlauf

Adam Habbard-Local Panama City Sales Rep

Customer Care

Customer Tech Support Three Times

Online Chats

Numerous Tickets

I am the owner of this business with my wife Katherine as the other half owner and account holder. We have been experiencing sub par services where our internet works intermittently. 

(Local IT person has come out twice)

The backstory to this is I have made numerous attempts to troubleshoot this myself with basic steps of disconnecting the power to the modem and waiting 30 seconds to plug back in and allow the modem to reset. 

My wife called and spoke to one rep approximately a month ago who suggested we change our plan to the 2GB plan to see if that would speed up the internet connection. My wife agreed upon this with the exception of this did NOT work, that we would not be charged for this upgrade to the plan. The agent stated we would not be charged and if it did not work we would be able to change it back to the original plan. 

A week or so after this it did not work and we still experienced the issue, the agent finally calls back and advises he would get us to the tech support team. The tech support agent attempts to schedule this matter and “escalated” the ticket for a local tech to come the following day and they never arrived. 

The rep had scheduled the local technician to come on a Monday between, 12pm-3pm and the rep never arrived however called and said he would be out the following day, Tuesday.

He came out and immediately advised we had slow internet speeds, took two splitters off the inside of the home cable lines and went outside to the Xfinity/comcast hub where all the cable lines run and rewired what mess was outside. 

The local technician ran another speed test and showed a slight improvement. Says that we need to call the customer service line back and have them change the plan back. Upon doing so, my bill online showed it as tripled from the original plan. 

I attempted to reach five agents via email regarding this as they approached me and my wife with offers to go to fiber plans and after explaining the frustrations and issues with a sales rep and sales engineer we were told to wait and see what happens with the scheduled visit. Once I attempted to reach out to them after the scheduled appointment had been completed regarding credits and adjustments to my bill, I get no response from either one of these three individuals as I noticed a third person copied in on the email.

I waited over a week and still no response, therefore I spoke with a chat agent and expressed my frustrations they advised to call into customer care and provided a reference case number to provide so I called into customer care and after 10 minutes of going through your automated system, I finally got a live agent to speak to. 

I provided the case number and the agent read the interaction notes. I was then transferred to the loyalty department. Spoke to an agent there who was able to correct my plan, I do I signed the plan and he advised the credits would have to come from the tech support team. So I get transferred to the tech support agent. 

I repeated everything again and expressed more frustrations and she then runs a speed test of my internet and states it’s still a poor signal. She provided a prorated credit and then schedules for another local tech to come out for today, April 16th, 2025, between 12PM-3PM CST. Nobody ever arrived from Comcast business. 

I called the customer service line back today due to the text I received confirming the appointment for today. Spoke to another rep who had no explanation as to why nobody came and stated she did not see anything scheduled. 

I literally asked the rep to escalate my issue to a manager or her supervisor because I was getting no where with her. She placed me on hold several times only to not get a supervisor or manager in the line. I even requested a local manager to come out and still did not get anything but for her to schedule the local tech to come out. 

This is concerning that your multi million dollar company is unable to provide adequate services and unable to get a supervisor on the line after requesting one several times with no success. 

This is unacceptable customer service and I expect that I will either get a phone call from someone soon or we can go about this another way that would let other businesses and business owners know how horrible the customer care team and customer tech support team for business accounts does not care for the account holders nor do they resolve legitimate issues with Comcast business.

I have made more attempts to reach out to your company with again no response and no resolution to my bill as it continues to be incorrect from when it initially was. The conversation I had with Adam who came out to my house personally due to my initial email above to Rafael who apparently had conference calls with a team from comcast concerning my issues. Adam assured me that he would review my account and see who he could escalate this matter to and have yet to hear anything from him as of today, May 14th, 2025. 

This continues to be a horrible experience where I am not asking for much, just my bill to be corrected so I can make my payment. This continues to be an inconvenience where I have to chase employees of Comcast down to get answers. Your customer care team that I call are inexperienced and obviously outsourced that they do not escalate the matter to the next level of team lead or management when requested. 

We are above and beyond frustrated at this time and are most likely going to part ways with Comcast unless we get some sort of response or call from somebody who actually cares about the customer and consumer side of this and addresses this matter immediatley. 

Respectfully, 

Katherine Pittman

DJ Saint Entertainment LLC