FORMAL COMPLAINT & DEMAND FOR RESOLUTION — Business Account

To Comcast Business Executive Customer Relations,

I am writing to formally document a catastrophic, months-long failure of service, communication, and basic account management by Comcast Business — and to demand resolution of the outstanding charges and damages described below.

I am a small business owner. I have spent over 30 hours — hours that carry a billing rate of $200/hour — attempting to resolve issues that were caused entirely by Comcast's internal failures. I have made more than 20 calls. I have sent dozens of emails. I have used your customer portal. I have spoken to so many representatives that the names blur together. And yet, here I am, still writing this letter.

This is not a complaint about a billing error. This is a complaint about institutional negligence.

CHRONOLOGY OF EVENTS

November 2025 — I called to initiate a move of my business internet service from our closing business location to my home address. I spoke with a Comcast Business Representative, who informed me that I could not cancel the service due to my contract — I would need to move it. He said to call back in a month to officially schedule the move. I followed his instructions to the letter.

December 12, 2025 — Comcast showed up at my home address to install the internet. A full month early. No call ahead. No warning. The technician told me someone would reach out to reschedule.

December 12–17, 2025 — I received multiple emails from a second Comcast representative about rescheduling. I did not respond, because my original representative was my assigned point of contact and I did not want to create confusion. This was a reasonable assumption. It should not have mattered.

December 16, 2025 — I called and emailed my original rep to explain what happened and asked for help rescheduling to January 1st. I also noted that I was receiving threatening emails from Comcast saying my account would be cancelled if I didn't respond. No resolution was provided.

December 29, 2025 — I emailed my original rep again to inform him that we had sold our house and needed to update the installation to a new address. No response.

December 31, 2025 — We vacated the business location. As of this date, Comcast Business internet was no longer in use there. Despite a scheduled equipment pickup earlier in the week, Comcast did not collect the equipment prior to our departure. This is relevant to the phantom equipment charge I will address below.

January 1, 2026 — Having received no response from my original rep, I emailed the second representative directly to explain that we had sold our home and needed to delay the install to

January 8th at the new address.

January 2, 2026 — The second rep confirmed the reschedule to January 8th, 1PM–3PM window.

January 7, 2026 — I emailed the second rep (copying my original rep) to confirm the correct install address. We closed on both homes this day.

Note: We had intentionally not ordered personal residential internet for the new address. My original rep had told me in our November conversation that moving the business account would satisfy the internet requirement at the new location. We relied on that information.

January 8, 2026 — The second rep emailed to confirm that the old address was still in the system. My original rep separately sent a DocuSign to update to the correct address. I signed it the same day and received confirmation.

January 9, 2026 — Two days in our new home with no internet. I emailed both representatives requesting an installation date. No response.

January 12, 2026 — I followed up again via phone and email. I was told the earliest available install date was January 17th — because a ticket had apparently been "closed" internally. No explanation for why. No accountability for the error. Just: the earliest we can come is the 17th. That put us 11 days without internet after our move. Without business internet. Without personal internet. With two teenagers who needed to complete their schoolwork.

January 13, 2026 — Comcast finally picked up the equipment from the business address.

January 17, 2026 — The scheduled install came and went. Comcast arrived at the wrong address. Again.

January 21, 2026 — Three weeks without internet. I emailed my original rep directly:

"This has been a disaster. I am three weeks down, have spent more hours than I can count trying to get this fixed, and still don't have resolution — PLUS, it's messed up my residential install as well. No one can tell me how much it will cost me to cancel my business service, but I do know residential internet, for the same speed, is 1/4 of the price. Please help. My business is barely functioning due to lack of video call capability and my teens are struggling to get enough service from our mobile phones to complete their schoolwork."

No response. My original rep had stopped responding entirely.

I then began calling Customer Service daily — sometimes 2–3 times per day — because email had proven completely ineffective. I was given a new business install date of January 27th and a personal install date of January 28th.

Late January 2026 — I finally reached a Comcast representative who was actually helpful. She told me: • She was cancelling the business internet order with no early termination penalty, backdated to December 31, 2025. • I should keep the January 27th business install appointment; after it was completed, it would be converted to personal internet. • I should also keep the January 28th personal install, at which point the equipment would be swapped.

January 26, 2026 — Business internet was installed. The technician took the previous equipment with him.

January 27, 2026 — Personal install arrived. Equipment from the previous day was swapped out, personal cable was installed. I drove the remaining business equipment to the Comcast store and dropped it off. I have the receipt.

I believed this nightmare was finally over. It was not.

BILLING DISPUTES — AND COMCAST'S FAILURE TO RESOLVE THEM

From late January 2026 through the present, I have attempted to resolve the billing issues described below through every channel available to me: phone calls, emails to my assigned representatives, and submissions through your customer portal. I have received no resolution — and in most cases, no substantive response. I am submitting this simultaneously via your enterprise email and your online portal because there is, apparently, no dedicated business customer escalation path outside of the general consumer phone line. That alone is a failure.

OUTSTANDING CHARGES AND DEMANDS

1. UNAUTHORIZED CHARGE — $266.72 (auto-charged January 12, 2026) This charge covers the billing period of December 22 – January 21. As documented above, Comcast Business internet was not in use at the business address after December 31, 2025. I am requesting a full refund for the portion of this bill covering January 1–21.

2. PARTIAL CHARGE — $67.78 (auto-charged February 19, 2026) This represents a partial payment pulled from a bill for January 22 – February 21. I did not authorize this charge and dispute it in full.

3. FALSE EQUIPMENT CHARGE — $75.00 All business equipment was either collected by your technicians or physically returned by me to a Comcast store location. I have a receipt. This charge is erroneous and I will not pay it.

4. UNEXPLAINED ACCOUNT BALANCE TRANSFER I received a bill showing a balance transfer to an unknown account I do not recognize, along with unexplained credits that brought the balance to zero. I have no knowledge of this account and have never authorized any balance transfer. I am requesting a full explanation of these transactions.

5. COMPENSATION FOR LOSS OF BUSINESS CONTINUITY For nearly three weeks following our move, I had no business internet — and no personal internet — due entirely to Comcast's internal errors: wrong addresses in the system, closed tickets, unresponsive representatives, and technicians dispatched to incorrect locations. During this period, I was unable to conduct video calls, serve my clients, or operate my business at normal capacity. My children could not complete their schoolwork. I am requesting compensation commensurate with this impact.

I want to be explicit: none of this was my fault. I communicated proactively at every stage. I followed every instruction I was given. I documented everything. The errors — in scheduling, address management, equipment pickup, account transfers, and representative responsiveness — were Comcast's.

I am requesting written confirmation of the following: • Full refund of all disputed charges listed above • Removal of the $75 equipment fee • A clear accounting of the unknown account and the unauthorized balance transfer • A credit or compensation for the business internet outage

If I do not receive a substantive response within 10 business days, I will escalate this matter to the FCC, the Tennessee Division of Consumer Affairs, and the Better Business Bureau, and will explore my options for small claims recovery.

I have been a Comcast customer — both business and personal — for years. This experience has been one of the most frustrating, costly, and professionally damaging interactions I have ever had with a service provider. I am asking Comcast to make it right.