FORMAL COMPLAINT, REQUESTING RESOLUTION OR TERMINATE ACCOUNT

Hello,

This is regarding my Comcast Business Account [edit: removed PII] and [edit: removed Private information].  I have Comcast Business Internet 800Mbps/300Mbps plan and also a cell phone line [edit: removed Private information].  I was advised by my attorney to formally write this complaint, as i have been dealing with issues from your company's service the entire time I've had my accounts.

First, I've had issues with the WiFi speed the ENTIRE TIME I've had an account with your company.  My office is 10 feet away from my Modem, but I am only EVER able to receive max speeds of 300+Mbps, which is 1/3 the speed I am paying for.  I've spoken to the IT Dept several times in the past and have about 10 trouble tickets submitted in the 18 months I've had your services.  Recently, I called in with the issue of receiving only 1/3 the speed I'm paying for and sent your customer service agent screenshots of the WiFi Speed Test. I've attached them to this email as well.  The agent told me there's been some outage issues in my are and offered to send a technician out to see why I'm only getting 300Mbps.  At no point did the agent mention there is a cost for a service technician to come out and troubleshoot your company's issue of why I'm not receiving the speed I'm paying for.  I would have not had the technician come out because I've dealt with this issue in the past and no one was able to help.  While the technician was out, we determined that the only way to receive higher speeds is if my device is located right next to the modem. Due to the cable wiring done by your company, this is not possible to do from the computer in my office.  Which again, is 10 feet away and only a thin drywall and thin office door between the office computer and modem.  The only other option to get the speeds over 300Mbps is to use the ethernet cord, but due to the floorplan, I have to use a 15 feet ethernet cable running through the middle of the main office across the floor.  This is a safety and fire hazard for my employees.  So the issue was not resolved AT ALL and come to find out, I was even charged for the service visit for $140!!!!  At no point did the phone support agent or the technician mention there was any type of fee for your company to determine why you can only deliver 1/3 of my internet speed via WIFI.

I've also had several other billing issues in the past and some that I just noticed now.  I brought my own cell phone when your company activated my [edit: removed Private information]cell phone number and at no point did I authorize your company to add a Device Protection plan of $19/month.  So for 14 invoices, I have been billed and over-charged $266.00 in fees I did not authorize at any point.  It looks like they've recently gone down to $12/month for some reason.  I don't know if this was because I complained or what, but I at no point requested or authorized device protection.  Especially when it was a phone that I previously had and was paid off.  I also received the charge of $140 for the service visit that I did not authorize or was even aware that there was a service fee for. I did speak to an agent today and he is trying to get the service visit fees waived but could not guarantee anything.  Then recently, I've received some new charges that I do not understand at all. They started during my May to June billing cycle, but it looks like a Temporary Number was activated on my account. I did not add another line or device and have no idea what these charges for phone number [edit: removed Private information] are from or who authorized them. So for 5 months, I've been charged for a $20/month temporary line, plus the one time activation fees. It looks like around $120 in monthly charges and one time charges. So I've been OVERBILLED AN ESTIMATED TOTAL OF $530 over the life of my account.  Not to mention, the last few months, my bill has gone up even more than the fees I listed above, but that may be due to my promotions expiring.

At this point, I am very unsatisfied with my Comcast Business Services and am requesting a substantial credit for ALL OR A PARTIAL of the additional fees I've incurred.  Please have a supervisor contact me as soon as possible so I can review my account, go over any credits I'll be receiving, and also go over any promotions that have expired. I DO NOT AUTHORIZE YOUR COMPANY TO RENEW ANY CONTRACTS OR SERVICE AGREEMENTS, as I am considering cancelling my services with your company depending on how this situation is handled.

1)  Please review the attachments, past trouble tickets, additional fees, and determine how much your company will be crediting my account for the Device Protection, Service Visit, and Temporary Line Activation and monthly charges.

2)  Review the attached WIFI speeds to see that your modem is only able to provide 1/3 of the internet speed I have been paying for. (Which I should also receive a credit for as well)

3)  Investigate this Temporary Line Activation to see why I am being billed for a temporary line that I did not authorize or even know anything about it. What is it even being used for?  Who and why was this added to my account?

4)  Once you've completed the above, determine how much of a credit I'll be receiving, then review my plans and promotions to see what you can offer me if I decide to keep your services.  The way things stand right now, I will be cancelling my Comcast Business Account unless your company is able to resolve these fraudulent charges and service issues.  If we are unable to resolve this matter, I have been advised by my attorney to file complaints with the FTC, FCC, the Florida State Attorney General Offices, & FL Local Consumer Protection Office.

Please let me know if there's a way I can attach or upload the screenshots of the overbilling and also the 200-300 Mbps download speeds I'm currently receiving from speedtest.net when I'm paying for 800Mbps download. I have emailed them to your abuse and arbitration company emails, so that a supervisor can review them.  Please let me know if i need to send them to anyone specific. I look forward to your reply!

[edit: removed Private information]