PDF Ticket: # 1293799 - Re: [FCC Complaints] Re: Re: Request ...

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Ticket: # 1293799 - Re: [FCC Complaints] Re: Re: Request updated: VERIZON INTERNET DAMAGED MY APARTMENT, COMPUTER AND PRINTER

Date: 10/30/2016 2:43:45 PM City/State/Zip: New York, New York 10011 Company Complaining About: Verizon _____________________________________________________________________________

Description

This is a follow-up to your previous request #1208584 "Re: Request updated: VERIZO..."

FCC: AS you have seen, the reply from Verizon is a complete falsification of the documented facts. As your own investigation would have shown by now, there was NO installation of their internet service, as the person they sent would have told Verizon when he returned modem that he was unable to install because, as we learned later, and as I have explained to you ad nauseum, my apartment was not wired for Verizon internet until ONE YEAR later (Verizon's own official date is August 11, 2015!). So I never complained their internet wasn't "installed properly." I complained about their representative's and their managements misbehavior: The 3 hours of my time that were wasted by utterly mindless remarks and questions from the on-site rep, his apparent ignorance of internet, technology, a desktop computer, resulting damage to my home study, including, what a computer technician later described as the "sabotage of [my] computer and printer." I subsequently had to purchase new computer and printer at great expense. I was astonished when I was eventually billed for several months of internet and telephone and told that they "disconnected the internet because [I] never comlplained it wasn't working." What they disconnected was my telephone, the only service of theirs I had or could have had, since neither their TV or Internet was yet available in my building. I had, however, with the agreement of one of their billing reps previously paid for the telephone and was told that I had "paid Verizon in full." Since Verizon promptly disconnected the phone, I am owed that amount, "for which I have Verizon's own documentation in a letter to me outlining my payments. Furthermore, I'm owed interest on that amount, which they have now held for more than one year (they refer to late payments and charge us, if we are late). It is simply unacceptable for a goverment regulatory agency, to turn consumers over to the very predatory corporations we have complained about and to tell us (consumers) that the "case is closed." If we could have received even the most basic honest and courteous response from these predators,we would not have turned to you. It unfortunately seems painfully clear that those from whom we expect oversight and protection, are mere enablers of predators. Tant pis!

(b) (6)

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Ticket: # 1283196 - AT&T billing disputes since May 2016

Date: 10/23/2016 10:32:21 PM City/State/Zip: Port Saint Lucie, Florida 34953 Company Complaining About: AT&T

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Description

Started May 2016 when I cancelled my TV service. They were still charging me for the service after receiving equipment back. I now have just internet service with them. I have been prom ised Credits have not received them. They owe me money however the way they do their billing I am told it will be resolved in the next billing cycle. All I do is keep paying however they have not corrected the issue. This problem has caused my account to be put in past due. Each time I call to correct I am told to pay the current amount and I do. However that does not cover the past due amount so they shut my service down, I have to call fight with them, they admit they owe me however it not corrected and still not corrected with this current bill. They hit me each month with a restore charge of 48.00. I cannot get ANYONE to correct the problem. I have rudely laughed at, hung up, spoke to rudely, left on hold for 1/2 hour or passed around to department to department, in a loop with their automated system, and they just do not care. I need to speak with someone who can resolve this matter. I am owed 2 months credit which still has not be given and now they want me to pay $186.00, and 2 months credit equals $200.00?????

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Ticket: # 1283217 - Wrong billing, no customer service response

Date: 10/23/2016 10:56:34 PM City/State/Zip: Indianapolis, Indiana 46254 Company Complaining About: Comcast

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Description

Dear Sir or Madam,

I am writing to you because I am experiencing billing issues with the Comcast Corporation (Xfinity). To be more specific, after 1 month since I signed with Comcast, the company, at its sole discretion, has removed a discount I was offered and am eligible for and failed to reenable as per my numerous requests.

I communicated with the company multiple times using the phone, website, and Better Business Bureau (Complaint ID #11675961, please see attached "BBB/ Complaint Case ID #11675961.pdf"). None of those means led to an acceptable solution of the aforementioned issue.

Below is the chronological order of events that happened during my relationship with Comcast starting with the oldest one:

On April 28th, 2016 I have placed an order to start Xfinity Internet Service. The order included the "Internet Plus" bundle priced at $44.99 per month with that rate being valid for 12 months (please see "Online chat with Xfinity rep 04/28/2016 at 4.50 PM EDT.pdf" and "Initial Order Summary and Confirmation Emails.pdf").

On May 3rd, 2016, after the installation was completed, I have confirmed my online account with

Xfinity. The account #0(b) (6)

is registered under (b) (6)

On May 3rd, 2016, I

have enrolled into Eco-Bill (paperless billing) which gives a $5 monthly bill discount (please see

"Initial Order Summary and Confirmation Emails.pdf"). I have never deactivated Eco-Bill in my

account. Also, on May 3rd, 2016, I have enrolled into Auto-pay which gives an additional $5 monthly

bill discount (please see "Initial Order Summary and Confirmation Emails.pdf"). I have never

deactivated Auto-pay in my account either. Together, Eco-Bill and Auto-pay discounts are called the

"Self-Service Discount" which results in $10 monthly bill discount according to Xfinity (Comcast).

On August 12th, 2016, I noticed my July bill increased by $5 (please see "2016-07-21_bill for 07/3008/29.pdf"). It only had the $5 Eco-Bill discount. Comcast removed the $5 discount for enrolling in the Auto-pay. On August 12th, 2016 at 6:10 PM EDT, I called Comcast customer support to enable my $5 Auto-pay discount back and to make sure I would be receiving the $10 Self-Service Discount in the future (again, which is a combination of the Eco-Bill discount and the Auto-pay discount). The customer support agent started arguing with me that I did not enroll in the Auto-pay which was not a true statement as I did enroll on May 3rd, 2016 (please see "Initial Order Summary and Confirmation Emails.pdf"). I managed to convince the Comcast agent that I had been enrolled in the Auto-pay ever since I started my Comcast service and that my past bills (please see "2016-06-21_bill for 06/3007/29.pdf", "2016-05-21_bill for 05/30-06/29.pdf", "2016-05-14_bill for 04/30-05/29.pdf") have had that discount. I had also requested for them to provide me a $5 credit to my Xfinity account as the July bill adjustment and asked for an additional $5 credit as a courtesy since I had spent about half an hour

on the phone arguing with their customer service agent. He credited $10 to my account and reassured I will be receiving the $10 Self-Service Discount in the future.

On August 19th, 2016, I have received a new bill (please see "2016-08-21_bill for 08/30-09/29.pdf") and it did not include the promised $10 Self-Service discount. It only had the $5 Eco-Bill discount. I called the Comcast customer service around 6:10 PM EDT the same day, and after a half hour conversation they promised to enable the Self-Service Discount and to credit $5 to adjust the August bill (ref #CR622391250). At that time no credit was applied to my account after the call although it was promised to me.

Because I had not received the $5 credit from Comcast, I went to the Comcast forum to try to resolve my problem since it did not work out over the phone. On August 21st, 2016 I had created a new thread: . I did not hear from Comcast in that thread for 2 days and then a Comcast representative replied. They have not provided the right solution. They said they had fixed the Eco-Bill discount, but there was no need to do that since I always had it and never cancelled it. Also, they have not provided the $5 credit to my account that they promised on the phone on August 19th, 2016.

Being unable to find a solution for my billing problems with Comcast by the means of phone calling and the Xfinity forum, I filed a BBB complaint on August 25th, 2016 (the original text attached as "BBB/ Complaint Case ID #11675961.pdf"). On August 26th, 2016, the complaint was sent from BBB to Comcast.

On August 29th, 2016 I have received a call from Comcast that I was not able to take. Later that day, I have received an email from a Comcast representative Avery H. On August 30th, 2016, I agreed to communicate with Comcast via email further on (full history of our communication is attached in "Gmail - Comcast Inquiry- A. Bekhterev.pdf").

On September 2nd, 2016 the Comcast representative informed me on what happened to my account and made a new offer which was even more expensive than my initial plan at that time. Initially, I had signed with the $44.99 monthly plan while Avery H. insisted I had the $49.99 plan. In the solution offered by the Comcast representative Avery H., he did not credit me $5 promised on August 19th, 2016 by a Comcast phone agent, but Avery H. enabled the $10 Self-Service Discount back and added a $10 Service Discount. However, his new plan would cost me $59.99 monthly which is more expensive than my initial plan (please see "Comcast offer #1 09/02/2016, A. Bekhterev"). In other words, Comcast offered me a $10 extra discount, but at the same time increased the cost of the Internet plan by $15. I wrote about my concerns to Avery H. on September 6th, 2016, and stated what offer I would accept instead.

On September 13th, 2016, I received a reply from Avery H. The Comcast representative stated that my plan was changed on August 21st, 2016, to be $49.99 although I did not ask for the change in my service and was never notified about it. Avery H. also wrote that they can place me into the original service package (please see "Comcast offer #2 09/13/2016, A. Bekhterev.pdf"), but I would be only getting the $5 Self-Service Discount (I was getting the $10 Self-Service Discount when I signed and should have been getting it for the 12-month promotional period).

On September 14th, 2016, I wrote to Avery H. that I disagree with his statement that my rate was $49.99 since my every bill had $44.99 printed on it (please see the attached bills). Again, I replied that I would accept an offer that was initially given to me by Xfinity in May 2016.

On September 15th, 2016, I received a reply from Avery H. The contents of the reply and the attached offer were similar to his reply on September 13th, 2016.

On September 17th, 2016, I discovered my Internet plan rate had increased from $44.99 to $59.99 without prior notice by Comcast and my consent to activate any of Avery's offers. I wrote about it to Avery H. I have also reminded that I did not receive a response on my counter offer from September, 14th 2016.

On September 19th, 2016, I received a reply from Avery H. The email contained a copy of the email sent by him on September 15th, 2016 as well as the offer that was identical to the one from September 13th, 2016 (please see "Comcast offer #3 09/15/2016, A. Bekhterev.pdf"). I responded the same day and stated that I did not ask for a change in my service plan that happened on September, 17th, 2016 as well as informed Avery H. that changing rates without prior notice is the violation of FCC Rule 47 CFR 76.1603 (b). I asked to enable the $44.99 monthly Internet rate back, to keep my $10 Self-Service Discount since I was always enrolled in the Eco-Bill and in the Auto-pay, to keep the $10 Loyalty Discount

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