Huntington Area Postal Federal Credit Union

I spoke to [redacted] and worked with him to schedule an appointment that was convenient for him at no charge.An RCN technician completed a repair on 12/03/16.  The issue was with a wire inside the home.  This was corrected.I checked with [redacted] today to be sure the service was...

working and he informed him it was.

Good afternoon,I attempted contact with [redacted] by telephone.  In her return message to me, [redacted] requested that I contact her via email.  I emailed her today as requested and have included a copy of my correspondence below.  Warmly,Sara P[redacted]RCN...

Boston[redacted] Good afternoon [redacted]We received your Revdex.com complaint and reviewed your account in
order to address your concerns.  You are currently in one of our three
year promotional offerings with scheduled increases at the start of the second
and third year of service.  You started service with us in August of
2013.  You received your first statement with second year pricing, a $10
before tax increase, in August of 2014.  Your auto pay continued until June of 2015, when we received
a notification of denial on the requested payment of $55.41.  This left
the $55.41 unpaid and added a charge to your account of $25, as is RCN
policy.  This charge is identified and explained on each statement on page
three.  Your June bill then generated for the May amount, the $25 charge,
plus charges for the billing period of 06/30 to 7/29, totaling $141.82. 
We processed this payment of $141.82 on July 22.  Your July statement
generated with a balance of $55.41, which was charged to your card
8/21/2015.  On 8/25, we received a denial from your credit card in the
amount of $86.82.  The denial of $86.82 appears to be a dispute of the
7/22 payment of $141.82, leaving only $55 paid on that payment.    If
you remember, this $86.82 represented the May bill plus the fee for the
chargeback.  Next, your auto pay was charged $65.45, the amount of the
August bill, on 9/21, the amount of the August bill.  Your September bill
generated with a late fee as it had the $86.82 from the payment denial
outstanding on the account.  The late fee charged in the September bill
was $6.   If auto pay had proceeded normally, it would charge your
card either the 21st or 22nd of the month.  On
October 20, we received a new denial from your credit card company in the
amount of $10.45.  It was at this point that your auto pay was stopped and
a stipulation put on your account that payments be made by cash, money order or
certified check only.  The balance in your October statement was $240.17
and included another $6 late fee.  You spoke to an agent on
11/05/2015.  The agents credited your account a total of $82.45 and took a
payment of $91.27.  This left you a balance to be paid of $66.45. 
Unfortunately, this payment could not be fully processed and was returned to
RCN by your financial institution.  You would need to speak to the
financial institution to determine the reason for denial.  On 11/06, your
account was charged back the $91.27 and assessed an insufficient funds fee of
$25.  Added to the $66.45, this leaves you a balance due of $182.72. 
If I can successfully process a payment of $155.72, I am happy to remove the
$25 insufficient funds fee.Warmly,Sara P[redacted]

I spoke with [redacted], her husband was working with their sales agent to correct the price. The package they were quoted was for a different internet speed and was missing part of a discount. Both of these issues have been corrected.  We have also issued a credit of $35 to correct...

the billing back to when they were installed on 12/01/16.

Good afternoon,  [redacted] bill it shows that the $100.00 deposit was applied to his bill since he owed a balance. Date Description Qty Amount07/16 Refund Deposit -4.3207/16 Refund Deposit -8.5807/16 Refund Deposit -0.1107/16 Refund Deposit -64.8307/16 Refund Deposit -22.Thank you for returning the equipment. Sincerely, Alyce K[redacted]

I spoke to [redacted]  He was upset that service had been out and that he had not be given the correct information about appointments.  There was an outage in the area that did clear when his original appointment was scheduled.  [redacted] should have been called and made aware of...

the outage, but was not.  A technician was scheduled for 08/11/17 between 6:00 P.M. and 8:00 P.M.  [redacted] was concerned that the technician would be late or would arrive toward the end of the window further delaying the repair.  He wanted someone there at 5:00 P.M.  I escalated the appointment to have a technician arrive as close to 5:00 P.M. as possible and repair the issue.  [redacted] was given credit for service being out and we also gave him an additional credit of $50.00.

[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.
 Thank you! The customer service agent I spoke with at RCN could not explain that in a way that was making sense so I assumed I would hear the same garbage from anyone at the company. I am not a fan of RCN AT ALL, their customer service and inability to show any kind of appreciation for their customers is the reasoning. Unfortunately, they are 1 of only 2 providers in my area so I am stuck with bad and worse. Great options. I appreciate the Revdex.com taking the time to resolve this issue.
Regards,
[redacted]

Thank you for your email. I did speak to RCN this morning. They agreed to honor the price after I emailed them the email conversation I had with their sales rep. However I would like to wait until my account is officially adjusted by them before I accept their response. As I explained, the reason for me to file Revdex.com complaint against them is they changed their words after I accepted the terms. I don’t want the same thing happen again (after I accept their response but they don’t adjust my account to what they claim they will honor). They asked me to pay the adjusted amount they emailed and then they will watch my account to make sure I get my free month next month. Please give me at least 45 days to see if everything will be addressed before I accept their response. Thank you!
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 an unpaid balance with RCN from August 2010.  Since it has not been 7 years the balance would need to be paid for RCN to install service again.   I explained this to [redacted]

Good afternoon, We have reviewed your account.  Unfortunately, the service issues on your account required a technician to visit and resolve.  We understand customers are very busy.  We were able to complete the disconnect of your service.  You will not be billed for the...

router.  You will receive an updated statement describing your credit balance with RCN and your refund of your credit balance of $126.02. We understand you are disputing the router being RCN property.  We will remove it from your account.  Please return the modem as soon as you are able.  We apologize for any inconvenience that you have experienced in this matter. Warmly,Sara RCN Care Team

I reviewed [redacted] account.  She did recently lower her bill to $98.98 per month plus tax.  Prior to the changes being made her rate was $198.79 +tax.    The billing statements that she was receiving did show total balances higher than those rates.  Those higher...

statements were due to past due balances.  The statements that had past due amounts also included late fees and restoral fees.  The restoral fees are charged when service is interrupted because of a past due balance.    I explained to [redacted] why her bill fluctuated and went over statements with that were past due and statements that were current so she could see the where the balances were coming from.   When she made the changes to her account to reduce her bill, she did remove services and was given a discounted rate for 12 months.  I did review these changes with [redacted] as well.

Good afternoon,   We have a former account under [redacted] at [redacted] with a balance of $ 172.28 which needs to be paidbefore RCN will be able to install  services at the present address. The $50.00 deposit would still need to be paid. Our...

financial team [redacted] on 2/11/16 to advise.Once the  $172.28 and the deposit is paid we would be happy to install service at her new address.Sincerely [redacted] K[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 afternoon,I find that your regular monthly services are $49.87 plus $3.70 in taxes and fees for an estimated total after taxes of $53.57.Thank you,[redacted]RCN Boston[redacted]

Tell us why here...tHE ADJUSTMENT WAS JUST PLACED AND ALL YOU OWE IS WHAT WAS STATED $323.90. As soon as the payment is made RCN will contact The Collection Agency and close the file as resolved.
Sincerelu, Alyce
Alyce K[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 reviewed the account.  Two payments in the amount of $41.95 were deducted on 03/21/17.     I spoke to [redacted] he stated that he was charged $38.50 by his bank because of the duplicate payment.  He wanted that payment refunded and credit on the bank fee.  [redacted]...

was able to provide proof that he was charged the bank fees.    We have applied credit to [redacted] account in the amount of $38.50.  We have also sent a refund check in the amount of $41.95 to cover the duplicate payment.

I have attempted to reach [redacted] to discuss a credit for the VOD issues that she has had, however I have been unsuccessful in reaching her.    She was not charged for the VOD movies that did not work.  She has had credit applied in the past for this issue.  Because this was an ongoing issue I have applied an additional credit of $50 to her account.   We are sorry that she experienced this technical issue while trying to order VOD and that it was not repaired in a timely manner.

[redacted] lives in a building that has an agreement with RCN.  With this agreement the building bills its tenants a reduced rate for cable services.  RCN bills the customers directly for any additional services.    The bill she is referring to is from her building not from...

RCN.    I have tried to explain that we have no authorization to handle a dispute for the amount the building is billing her.    We have sent this the RCN representatives that work with her building for them to reach out to [redacted].

Complaint: [redacted]
I am rejecting this response because: The main issue I have with RCN is the fact that this "final payment" was turned over to a collection agency and reported to the credit Bureau. I completely appreciate the credit to the balance due, however my main focus is having the filing removed from my credit report, which has not been addressed by RCN. I was told that they would look into how to go about having this removed from my credit report and have not heard anything from RCN since 5/12/2017. I would appreciate some type of written statement/notice to the collection agency (IC systems) or the credit Bureau stating that this  collection was filed in error.
Regards,
[redacted]

I reviewed [redacted] account.  [redacted] was on autopay with us.  We credit his account on 07/17/17 for payment that was declined by the credit card company.  This caused us to charge his account for the amount of the payment, $29.99 that was returned.  He was also charged a...

payment denial fee $25.00 and a late fee of $8.00 because of the returned payment.  A representative that [redacted] emailed did remove the denial charge on 09/04/17 and the late fee on 09/11/17.  That representative also removed an additional late fee.  [redacted] was also disputing a $35.00 from 2016.  This was a charge to install a cable for his internet service.  This was also removed on 09/11/17. 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.