Huntington Area Postal Federal Credit Union

Good morning, I have tried to make contact with the customer to try to remedy her concerns.  I have been unable to speak to her directly.  I will respond again when I have been able to discuss the matter with the customer. Thank you,Sara P[redacted]RCN Boston

Complaint: [redacted]
I am rejecting this response because:The business doesn't answer about what I was overcharge.Even that I send to RCN proof from the Bank that the overcharge.Also I want proof that RCN went up with the price of the monthlyfee to everybody.And not that in the middle of complains from 8/15 the decidedto go up with the price only to me.I found that to say the least strange. 
Regards,
[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 12.  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 statement. Thank you,Sara P[redacted]RCN Boston

[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 for now.While I accept this now, I am now more than ever going to find another company and I have already seen that by switching companies I can save 25-35 per month!! RCN thinks $5 is ok, but not for the long run. 
Regards,
[redacted]

I reviewed [redacted] account and spoke to her.  She removed our service protection plan on 08/25/17 thinking it was over 6 months since she added it.  Unfortunately she had added the protection plan to her account on 03/03/17 and used it on 03/05/17.  She would have needed to keep...

it on until the beginning of September.  Since there was a misunderstanding, I removed the charge of $49.95 plus tax.

I reviewed [redacted] account and spoke with her about the issues.  She states she was promised 1 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 1 month of service.  Her account is current and is not past due.

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 16 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 concerns. Regards,[redacted]RCN Boston[redacted]

I spoke to [redacted] and explained that a promotion he had expired causing the bill to increase.  After that a new promo was added which lowered his bill to a new rate of $63.21 + tax per month.  [redacted] agrees to this rate; however he asked that we honor his previous rate of $56.94 +...

tax for the last bill he paid.   I applied credit his account to do this and he will see the adjustment when the next bill comes out.

[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]

[redacted] has a $0.00 balance.  Unfortunately a new bill printed before all of the credits I applied were processed to his account.  I have been in touch with him and sent a statement showing he has a $0.00 balance.

I spoke to [redacted] and explained her bills to her.  I reviewed payments, late fees and restoral fees with her.    As a courtesy I have removed a portion of the late fees and restoral fees for the customer.  I explained her remaining balance that is still due.  I made her aware that if that balance is paid by the due date then next month would be just her normal rate.

[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. It is a shame that RCN still will not take responsibility for their mistake but I find the outcome satisfactory. 
Regards,
[redacted]

[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]

Good morning,    A withdrawl letter has been sent to the Collection Agency.Sincerely, [redacted]Escalated Resolution Team[redacted]

[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]

[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]

[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. This response is contingent on RCN performing the actions as stated in their response (account credit/adjustment).
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 $220.60 on 08/04/17 which left a balance still due of $220.57 for service from 07/13/17 through 08/12/17.  Her next bill...

printed for service from 08/13/17 through 09/12/17 with an amount of $220.77.  This brought her total to $441.34.  She canceled her cable service on 08/12/17 and we applied partial credits to adjust the bill in the amount of $126.39.  This reduced the balance to $314.95.  On 08/31/17 [redacted] paid $199.90 which reduced her balance to $115.05.  On 09/12/17 her new bill printed and she was charged for service from 09/13/17 through 10/12/17 in the amount of $82.34.  This brought the total balance to $197.39.

I spoke to [redacted] and reviewed her account.  She was able to send me copies of an email quoting her rate at $29.99 + tax for 12 months for 50mbps.  It also quoted one month free.  I will be issuing a credit monthly of $5 to correct her rate and will make sure that she receives 1...

month free, which would be the 2nd month.

I reviewed [redacted] account and spoke to her about it.  The balance she owed was for service prior to her disconnecting service on 11/08/16.  [redacted] was sent bills on 11/30/16 and 01/03/17 showing this balance.  She was also sent a final demand notice on 01/10/17.  She...

did not receive these notices.   At the time she did have an active account with RCN but the remaining balance was not transferred to that account.    I have issued a credit of $84.71 to cover half of the outstanding balance as a courtesy because of the issues with [redacted] receiving her final statements.  I sent an updated invoice to show the new balance to her.