Huntington Area Postal Federal Credit Union

I reviewed [redacted] account and found that he had requested cable service disconnected effective 9/21/17.  His cable service was disconnected but not until 12/18/17.  I made sure that the billing was adjusted to not charge him for the cable service after 9/21/17.  Due to the...

billing issue, I waved late fees that he was charged on 10/9/17, 11/9/17 and 12/9/17.  I waved restoral fees from 9/25/17 and 12/1/17.  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.

Complaint: [redacted]
I am rejecting this response because I have had several phone calls this...

week from different RCN representatives and they all have conflicting information.  One stated the matter was closed.  Another representative called back saying no it is indeed open.  A third called this Saturday, asking me questions about the issue that I have already responded to.  I have no confidence that anything will be done and as a customer who has been inconvenienced repeatedly over the last several years, this is the first time I have complained formally-their response also does not address the rude and dismissive tone taken by the representatives. I want an apology and we want to reimbursed for the inconvenience.  We have been paying for a service that they admit is inconsistent on their end.
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.
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,I spoke to [redacted] and after our work was completed she is satisfied with the service. She receive $500.00 credit between last year and this year and we agree to apply a credit of $916.00 over the next 6 months. She agreed with the credit. Sincerely, [redacted] K[redacted]

I reviewed [redacted] account.  The “one time charges” on his final bill was for the cost of equipment.  As of the date the bill printed, 07/26/17, we had not received his equipment back so he was charged for it.  I called and spoke to [redacted] and explained the charges to...

him.  He let me know that he had sent the equipment back via [redacted] and we should have received it on 08/01/17.  I explained that it can take up to 48 hours for returned equipment to be processed.  Once it was processed it would be removed from the account and his account would be credited for the cost of the equipment.  I let him know what the remaining balance would be once the equipment was removed. I watched the account and confirmed that the equipment was removed from the account and his balance was updated.

[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 have tried multiple times to reach [redacted] both by phone and email.  I did receive an email response back from [redacted].  In that email she stated that she did not wish to speak to anyone from RCN.  She wanted the Revdex.com to act as a liaison.    Since...

she is refusing to speak to anyone at RCN we cannot work with her to resolve the issue.    Her complaint states that there is a charge on her bill of $28.32 that she does not understand.  This is not a charge.  This is a past due balance.   [redacted] was sent a bill dated 12/22/16 with a balance due of $47.35 due by 01/13/17.    After that bill went out she switched from renting our modem to using her own modem and downgraded her internet speed.  This changed the price she pays for her service.    Since the change took place part way through a billing cycle, we applied credits to her account to adjust the balance.  The credit was for $16.36.  Additionally [redacted] was without service for one day so a credit of $2.67 was applied to the account.    These adjustments dropped her balance from $47.35 to $28.32.    However a payment was not received for the 01/13/17 due date causing the account balance of $28.32 to be carried over as past due on the new bill dated 01/21/17.   [redacted]’s bill is correct.  She is past due one payment.

I have reviewed [redacted] account and reached out to him to resolve the complaint. [redacted] price was reduced in March to cover the cost of Showtime and Starz for 1 year.  In August an agent entered a credit of $7.95 per month for 12 months to cover the cost again to try and resolve [redacted]...

[redacted] issue.  This credit first appeared on the bill dated 08/07/17.  Another agent trying to resolve the issue further lowered [redacted] bill on 08/16/17.  [redacted] current rate plus the credits given more than cover the cost of these channels.

I spoke to [redacted]; he was upset that he was charged for a repair when the repair technician told him he would not be charged.   He wanted credit on the charge since he was promised the repair would be free.   I did apply a credit to cover the charge in the amount of $49.95.

I spoke with [redacted] about the internet issues he was having.  We had two technicians out to repair the issue.  The 2nd visit was on 10/16/17.  I confirmed with [redacted] that his services are working properly now.  I applied credit on his account for the issues he had with...

the services.

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 have reviewed [redacted] account and did see that her cable card was showing as unreturned.  I checked the provided tracking number and did see that the package she sent was received on 06/29/17.  I escalated this to our warehouse and was able to have her account corrected.  ...

  I reached out to [redacted] and let her know that her account has been corrected and let her know that charges for the equipment have been removed.  I also let her know that she has a refund due that we will be sending 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]

I reviewed [redacted] account.  We did show that he was installed with two digital cable boxes.  On 02/20/18 we removed the 2nd box and adjusted his price going forward.  I checked the previous bills.  One box was included in her bundled the package.  The 2nd box...

was listed and billed separately.  For most of the 5 years there was no charge for the 2nd box.  I called and spoke to [redacted]  I explained this to her and agreed to credit $60 to cover the amount she was charged for the box.

[redacted] had an appointment scheduled for 07/24/17 for a technician to come out and repair the line.  This did have to be rescheduled.  The appointment was moved to 07/25/17.  A technician did go out at this time and repair the issue with the line being down in [redacted]...

[redacted] yard.  It does not appear that this affected [redacted] service. I tried to reach [redacted] by both phone and email but was not successful.

[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]

Complaint: [redacted]
I am rejecting this response because: I received several phone calls from this business. The representative stated that I should not complaint the business due to increased monthly service fee by $10.00 each year. Per the representative, the monthly fee for this service is about $94.00 per month. Therefore, RCN is "lowering the price to keep customers happy". So I was supposed to feel "happy and satisfied" since I am not paying $94.00 each month. I was offered for a "promotion" with "faster speed" with even higher service fee, which I was offered in the past few year. I took the offer once. As a result, the speed was the same with very frequent disconnection. Also, I was told by this representative that "each company" increases the service fee each year. Since we don't have any other competitor in the area to provide internet service. We really don't know who we can compare. Also, the representative never mentioned the service fee increasing will have a limit. Therefore, we may eventually pay up to $94.00 each month. I really feel been trapped by this business. This is not a fair business practice by increasing service fee for 20-25% each year without customer agreement or providing better service, just because this company has no competitor in the same area. This is MONOPOLIZATION. 
Regards,
[redacted]