Huntington Area Postal Federal Credit Union

Complaint: [redacted] I am rejecting this response because: RCN did not offer to compensate me for costs incurred because of themBecause of RCN and their REPEATED sales pitches and claims that they could service my address, I cancelled my [redacted] service, where I had been a customer for many yearsWhen RCN was unable to fulfill their commitment to providing me service, not only did they NOT inform me in a timely or promised manner, but also they refused to compensate me for the cost of re-procuring service with [redacted] I never would have cancelled my [redacted] service had it not been for RCN, and it is unacceptable that they will not take responsibility for it Regards, [redacted]

I reviewed [redacted] account [redacted] was on autopay with us We credit his account on 07/17/for payment that was declined by the credit card company This caused us to charge his account for the amount of the payment, $that was returned He was also charged a payment denial fee $and a late fee of $because of the returned payment A representative that [redacted] emailed did remove the denial charge on 09/04/and the late fee on 09/11/ That representative also removed an additional late fee [redacted] was also disputing a $from This was a charge to install a cable for his internet service This was also removed on 09/11/I have tried multiple times to reach [redacted] in regards to this complaint with no success Currently all additional charges caused by the denied payment have been removed

Good morning, [redacted] was just placed in a new customer pricing bundle on 10/06/She pays $for the bundle plus the euipment and the router.She called in and added the Premier Package for $The total is $plus taxes and feesHer full price is $134.15.To reduce the bill she can purchase her own router and cable mode for a savings of $a monthI would not be able to lower her bill since this is new customer pricing.She has a zero balance at this timeI am sorry [redacted] *** had a hard time reaching RCNOur customer service is available 24/ but our Chat is open Monday to Friday 8:am to 10:PMAnd Weekend from 10:am to PM to assist our customers We appreciate our customers and are here to help.Sincerely, Alyce K [redacted] **

Good afternoon,I attempted to reach you by phone today I was unable to reach you and unable to leave a message We apologize for any inconvenience you have experienced in this matter We have been able to add promotions to your account that will bring your balance before taxes, fees and surcharges to $a month for months The taxes fees and surcharges are subject to change These promotions were added on 06/ You will have a new bill generate on 06/ You will see the updates made as of 06/ Please feel free to reach out directly if you have additional questions or concerns Warm Regards, [redacted] P [redacted] RCN Boston [redacted]

Good morning,I would like to first apologize for any inconvenience our customer [redacted] experienced in processing his disconnect I spoke to [redacted] a short while ago I explained that our service agents use the disconnect call to make arrangements for the return of the equipment and collect the updated address so that we can send the final statement For his satisfaction, I processed the disconnect of services as of August I also confirmed he will be mailing all equipment back to RCN I provided him with my name and phone number should there be any follow up concerns regarding the final statementThank you,Sara P [redacted] RCN Boston

I just wanted to touch base with you on this complaint I have been working with our local market on a repair of technical issue in the building This is what is causing the customers issues with the gigabyte speed Once the repair is complete we can upgrade him We haven’t responded to the complaint because we have not resolved the technical issue as of yet I have been in touch with [redacted] during this time to keep him informed Once everything is repaired and the customer is scheduled for his upgrade, I will update the complaint.Thank you,

I received the complaint from [redacted] and reviewed his account [redacted] requested service be disconnected We disconnected the service on 09/18/and stopped billing him as of that day This left a balance remaining of $for service from 09/06/17-09/18/I spoke to [redacted] and explained this to him He explained that he was trying to have the service disconnected as of 09/08/not 09/18/ He also stated they were no longer using RCN as of 09/08/ I agreed to remove the charges back to 09/06/17, leaving a $balance to resolve the complaint

[redacted] has not provided any proof that he did not reside at the address during the time the debt was incurred He has admitted that the lease has always been in his name for this address We will not be able to provide serivce to [redacted] until the outstanding debt has been paid

Complaint: [redacted] I am rejecting this response because: I have spoken to Alice from RCN twice and have informed her there is still a problem with my phone which they are working on I was supposed to hear from her today in reference to my credits but so far she has not called me back The reason I am rejecting this response is because they offered me $in credit I paid my bill for months, in good faith, hoping they would fix my issues I never withheld payment for services that never worked properly I allowed them to come into my home and try different things that they said would fix the problems which they never did And again, I paid every month I feel I am do credits for the last months The credits they offered me show me that RCN expects their customers to pay for services that are substandard Regards, [redacted]

I reviewed [redacted] account for any billing errors or discrepancies All charges and calculations are correct I did find that she did make a payment of $on 08/04/which left a balance still due of $for service from 07/13/through 08/12/ Her next bill printed for service from 08/13/through 09/12/with an amount of $ This brought her total to $ She canceled her cable service on 08/12/and we applied partial credits to adjust the bill in the amount of $ This reduced the balance to $ On 08/31/ [redacted] paid $which reduced her balance to $ On 09/12/her new bill printed and she was charged for service from 09/13/through 10/12/in the amount of $ This brought the total balance to $

I spoke to [redacted] and apologized for the issues she had She stated that she was told by a technician that underground lines needed to be replaced.I confirmed this with our local market The lines were replaced on 04/19/ I followed up with the [redacted] after that to assure the service was properly working I have also applied credit to their account to cover months of service for the issues they had This is in addition to prior credits given

I reviewed [redacted] account and found that he had requested cable service disconnected effective 9/21/ His cable service was disconnected but not until 12/18/ I made sure that the billing was adjusted to not charge him for the cable service after 9/21/ Due to the billing issue, I waved late fees that he was charged on 10/9/17, 11/9/and 12/9/ I waved restoral fees from 9/25/and 12/1/ As a courtesy I also wave a recent fee for a technician visit I spoke to [redacted] and explained this to him He was also disputing late fees going back to the beginning of the year I completed a further review and determined that there were periods of time that his account was late but to resolve the complaint and because of the issues he has had I issued credit on additional late fees These credits now leave [redacted] account paid ahead with no payment due until March

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I had, also, sent an email to you on 5/acknowledging that they had indeed repaired the cable Regards, [redacted] ***

I spoke to [redacted] *** and explained why she was charged a late feeI also explained when she needs to pay by to avoid a late fee in the futureAs a courtesy I did wave the late fee

Good afternoon,I find that your regular monthly services are $plus $in taxes and fees for an estimated total after taxes of $53.57.Thank you, [redacted] RCN Boston [redacted]

I reviewed [redacted] account He submitted proof of equipment be returned The account was updated on 03/16/to show that the equipment was removed from the account and that point removed the charge of $+ tax from his account I called [redacted] and let him know that this has been corrected

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

I reviewed [redacted] account and spoke with her about the issues She states she was promised month free and free installation She is also stating that her account is past due and should not be [redacted] was given credit to cover the installation charge in August There are notes showing she was offered a free month of service I issued credit to cover month of service Her account is current and is not past due

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis response is contingent on RCN performing the actions as stated in their response (account credit/adjustment) Regards, [redacted]

Good afternoon,I want to start by apologizing for the inconvenience in this matter Next, as I explained over the phone, I have had your package moved back to the package you had before the Jan change of service You have been moved to the same pricing that you had before and will go back to the previous channel lineup I have noted your account that you have a grandfathered package and that questions or concerns about your channel lineup should be directed to me I thank you for your patience while we worked to restore your previous package Please do not hesitate to call me directly with any additional concernsRegards, [redacted] RCN Boston [redacted]