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 to reach via email representatives of your company and the business enterprise teams only to be ignored with no responses. Now I am having to reach out to this forum to see who at Comcast cares about their customers.

The following individuals have been either called or emailed with no resolution to my billing issue due to issues caused by your representatives.

Rafael Visbal-Florida Enterprise 

Sanjeev Arluri-Customer Care Rep

Chris Barbuto-North Florida

Shawn Strumlauf

Glory Faunce

David Cox-Customer Care Rep

Three Tech Support Agents one of them I asked repeatedly to escalate the call to a manager and she refused.

Multiple Chat Agents

Ticket Number(s) CR195314684, CR195151898 and CR195310815 and I am sure there are more ticket numbers

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. 

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 three 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 am at my whits end and so frustrated over this as I am not asking for much and to get no responses from anyone that I have either emailed or the initial rep that caused this issue with my bill. Unless this matter is resolved quickly and my bill adjusted to what its supposed to be, I will be taking my business elsewhere.

Respectfully, 

Katherine Pittman

DJ Saint Entertainment LLC