Huntington Area Postal Federal Credit Union

Good morning, Janowed for December and January$Feb payment of $was received still owed $plus present bill with reconnect charges and late fees $ total $174.70March no payments madeTotal due $247.40April $payment was received$past due plus present with reconnect charges and late fees now owed $184.70Maypayment of $received $past due plus present with reconnect fees $and $late fee $total owed $219.70June No payments received$plus current with late fee $owed $296.80July payments of $was paidLeft credit balance of $minus $current bill $$was returned as closed account.Bill is now $for June plus July bill $Payment returned again on 7/01/Reconnect fee $returned check fees $Process fees $.$

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/ I explained that it can take up to 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 removedI watched the account and confirmed that the equipment was removed from the account and his balance was updated

I spoke to [redacted] and reviewed her account She was able to send me copies of an email quoting her rate at $+ tax for months for 50mbps It also quoted one month free I will be issuing a credit monthly of $to correct her rate and will make sure that she receives month free, which would be the 2nd month

Good morning, Once the bill is printed it will not recognize a credit and it will show as a past due on the next billThe out of service credit of $was given and since [redacted] feels she did not receive the credit she was issued another credit of $25.00In order to see the $credit next month she would need to pay the full balance of $If [redacted] prefers to deduct the $credit she will need to pay $But it will show up as past due and she will owe her regular monthly payment of $the following monthI am sorry for the confusion but that is how our bills workSincerely, AlyceAlyce K***Escalated Resolution Team

Good afternoon, We have a former account under [redacted] at [redacted] with a balance of $ which needs to be paidbefore RCN will be able to install services at the present addressThe $deposit would still need to be paidOur financial team [redacted] on 2/11/to advise.Once the $and the deposit is paid we would be happy to install service at her new address.Sincerely [redacted] K [redacted] **

Good afternoon, At install the boxes were upgraded and HBO and Cinemax was given at a reduced price [redacted] is downgrading her package to internet and Phone onlySincerely, Alyce Alyce K***Escalated Resolution Team

I reviewed [redacted] account He is correct in thinking that the total should have been the same, plus the installation charge, when he moved service However, [redacted] was charged a technician fee and payment fee on the previous address This increased the amount moved to the new address I called and spoke to [redacted] and explained what happened I issued credit of $to resolve the complaint I also confirmed that the late fees he was charged were removed

Good morning, Per our logs, on May 10th at 00:33: the below credit card was used to make a payment for $The authorization code was [redacted] and the transaction reference was [redacted] The payment was made over the web, meaning it was taken via a browser [redacted] 5/20/ WEB accepted [redacted] The payment was made to his Mothers account [redacted] contested the payment with [redacted] His parents were called to informRCN did not take the payment it was done on line Sincerely *** [redacted] *** [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]

I spoke to [redacted] about the cable issues he has been having There was already a repair appointment scheduled in our system I was able to move the appointment to sooner day and time and requested a senior technician The repair visit was completed on 11/06/ I have tried to reach [redacted] multiple times since then to confirm that the service is working properly but have not been successful

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 rate

Good afternoon [redacted] We have been working to resolve the issues with her [redacted] servicesEverything is working now except there is a beep on her phone,I have been working on credit We are going to talk on Monday and try to come to some type of agreement

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 $that she does not understand This is not a charge This is a past due balance [redacted] was sent a bill dated 12/22/with a balance due of $due by 01/13/ 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 $ Additionally [redacted] was without service for one day so a credit of $was applied to the account These adjustments dropped her balance from $to $ However a payment was not received for the 01/13/due date causing the account balance of $to be carried over as past due on the new bill dated 01/21/ [redacted] ’s bill is correct She is past due one payment

Good morning, I LMOM informing [redacted] that the equipment has been removed from her account and a refund in the amount of $111.69will be sent to her within the next billing cycleSincerely, AlyceAlyce K***Escalated Resolution Team [redacted] **

Complaint: [redacted] I am rejecting this response because: Recently spoke with RCN resolution and trying to resolve the issue Regards, [redacted]

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.

Good afternoon, [redacted] upon install decided to upgrade her boxes to High Definition and have a Tivo Quad installedThe additional boxes added $to her Monthly Package before taxes and feesA bill was sent out to her so she can see what she is being charged for and if she goes to our website she can see a list of taxes and our policies and disclaimers [redacted] was also given months freeI am sorry but we can't add adjustments for taxes, fees and surchargesShe is at new customer pricingIf [redacted] can't afford the package she can cancel the extrasthat she subscribesto.Sincerely,Alyce K***Escalated Resolution team

We reached out to [redacted] and explained that there was a rate increase of approximately $and at the same time a promotion he had ended We offered a new promotion to reduce his rate to $+ tax for the next months [redacted] agreed to this offer

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/ 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

Complaint: [redacted] I am rejecting this response because:This response proves that RCN isn't knowledgable and just says things"You have a balance" doesn't answer my questionsHere is what I need addressed:If I am "carrying a balance from the month before," my balance should be $+ late fee + rejected payments feeThat should amount to at most $for last monthWith this month, my total balance should be $I never asked for free internet, but I will not pay for something I didn't buyExplain origin of balance with detailed explanation and a breakdown of actual services vsFeb, mystery balance + your piles of feesSo that would be two columns--services vseverything elseJustify why you're charging me for Feb., balanceExplain why you haven't allocated any of my payments for the past months toward said past balance "originating in February, 2015."I need you to explain this because it seems like you are taking my money and stealing it, rather than updating my accountJustify making someone pay $for one month of internet + one late paymentTell me if you would personally pay this if it happened to you and why Regards, [redacted]