Executive Escalation: Unresolved Complaint & Non-Response – Comcast Business

Dear Executive Customer Relations Team,

I am writing to formally escalate an unresolved complaint regarding Comcast Business services provided to Calvary Baptist Church by [Edited: "Personal Information"] • [Edited: "Personal Information"]. This escalation is necessary due to the complete lack of response to a prior formal complaint, despite the seriousness of the matter and the documentation already submitted.

I submitted a detailed written complaint outlining a material discrepancy between the services promised during the sales process and the technical limitations confirmed during installation by your technician (Ticket Reference: [Edited: "Personal Information"]). To date, we have received no acknowledgment, explanation, or corrective response.

Summary of the Issue
Our agreement was approved based on explicit assurances that our official church landline number would support unified voice and SMS text messaging on a single number via a native Comcast-supported mobile application. This capability was the primary and decisive reason for proceeding with the upgrade.

During system setup, Comcast’s technician confirmed that:

• Comcast cannot natively synchronize voice and SMS messaging on the same number.
• The proposed alternatives rely on third-party services or separate applications, which do not meet the agreed requirements.
• The landline and mobile services would remain functionally separate.

This directly contradicts the representations made during the sales process and renders the upgrade operationally ineffective for our ministry and administrative needs.

Failure to Respond
More concerning than the technical limitation itself is Comcast’s failure to respond to a formal complaint seeking clarification and resolution. This absence of engagement necessitates executive-level escalation.

Requested Resolution
We respectfully request:

1. Written confirmation as to whether Comcast can deliver the exact functionality promised at the time of sale.
2. If this functionality cannot be delivered, a clear explanation as to why it was represented as available.
3. Immediate discussion of corrective action, including reversal of the upgrade and appropriate adjustment or termination of the agreement without penalty.

Calvary Baptist Church values transparency, integrity, and accountability in its partnerships. We expect these same standards from Comcast. Continuing to maintain or bill for a service approved based on misrepresented capabilities is not acceptable.

We request acknowledgment of this escalation and a substantive response within a reasonable timeframe. Absent such a response, we will be compelled to pursue further remedies through appropriate consumer and regulatory channels.

Sincerely,

[Edited: "Personal Information"] Outreach Minister
Calvary Baptist Church