Huntington Area Postal Federal Credit Union

I spoke with [redacted] she is upset that no one would work with her on fees that were charged.    The fees were charged when a payment was declined causing the account to become past due.  I explained the fees to her and why they were charged.    As a sign of goodwill I...

issued credit on the three fees that were charged to the account.

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 $95.89 a month for 12 months.  The taxes fees and surcharges are subject to change.  These promotions were added on 06/13.  You will have a new bill generate on 06/18.  You will see the updates made as of 06/13.  Please feel free to reach out directly if you have additional questions or concerns.   Warm Regards,[redacted] P[redacted]RCN Boston[redacted]

I reviewed [redacted] account.  She is stating that the modem she had was not compatible with the internet speed she subscribed to.  The modem was compatible with the speed she had which was 110mbps.  We have record of her calling in once for issues with the internet and we...

sent a technician out.  That technician did replace the original modem she had to a new modem. Both of those modems are compatible with 110mbps speed.  She downgraded her speed to 50mbps on 05/09/17 and currently is with another provider.  Because she is no longer with RCN we cannot perform any trouble shooting to try and determine what caused her speed issues.  I did disconnect her services per her request and back dated to 05/09/17.

I reviewed the complaint from [redacted]  He added the MLB Extra Innings package to watch New York Yankees away games.  Unfortunately those games are blacked out for his area by the MLB.   When a customer subscribes to the MLB extra innings package they pay one price for the entire...

season, regardless of how many games they watch.  This is usually a nonrefundable package.  However, since [redacted] is a longtime customer we have removed the package and reversed the charge.    I spoke to [redacted] and explained this to him.

I have reviewed [redacted] account.  Ms. Dasti canceled service with RCN effective 09/22/11.   Prior to canceling service [redacted] had balance of $380.65.  This balance included a past due balance $189.50.  She was charged a payment processing fee of $1.00, late fees of...

$10.36 and the next month of service for 09/03/11-10/02/11.    When she canceled service we removed the charges for 09/22/11-10/03/17 leaving a balance of $317.66.   I checked the calculations on the account and they are correct.   I called [redacted] and explained this to her.  She states she never received an itemized bill.  Looking at the account we sent itemized bills dated 08/31/11, 09/25/11 and 10/1/11.  I offered to send copies of these bills, plus any additional she wanted, but she declined the offer.  Additionally I do see that some bill copies were sent in 2015.    At this point [redacted] bill is correct and no adjustments are needed.

Complaint: [redacted]
I am rejecting this response because:Things are actually proceeding well and the woman from the company has been very helpful, but I dont' want to close this till it is all verified in writing can I have until early next week?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:RCN did now follow up with meRCN has not provided receipts only confirmation numbers and explicitly denied that I [redacted] made a payment to any accountThe finance department of RCN did not follow up with [redacted]RCN was given an [redacted] reference number not once but twice.[redacted] reached out to RCNI reached out to RCNI explicitly requested a follow up call with their finance department.I do not have access to the RCN account they listed
Regards,
[redacted]

It has been explained to [redacted] that her price is correct.    She is not in a contract.    We will pass along her suggestion for changing the way specials appear on our website.

I have reviewed the complaint and [redacted] account. [redacted] account is correct and was past due.  She made payments on 12/5/17 that covered payments that were due on 10/29/17 and 11/29/17.  However she still had payments due for 12/29/17 and 1/29/18.  I was able to reach [redacted]...

[redacted] via email and explain the past due to her as well as the remaining balance.  As a courtesy I issued credits totaling $171.98 to cover multiple late fees and restoral fees.

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 11/06/17.  I have...

tried to reach [redacted] multiple times since then to confirm that the service is working properly but have not been successful.

[redacted] does not have service with RCN.  She would not provide any account details for the person she was filing on behalf of.  I only had the street address of the building itself.  She states that tenants in the building are not happy with the service and that the cable picture...

is not clear.  I apologized and explained that we would be happy to trouble shoot or have a technician go out but we would need account information to do that.  Alternatively, the account holder can call in to our customer service department 24 hours a day, 7 days a week for assistance.  She was also not happy with our credit check policy.  I explained this policy to her.  She questioned if another provider could come into the building to provide service.  I explained this would be up to that provider and the building.

I spoke to [redacted] and she said the technician left and was supposed to come back with a new remote since she could not control the volume. She will call in when she is home so an RVN agent can assist her.
He also had to set up her laptop which took more time and he got upset.
We did not get...

off to a good start with [redacted]. I did credit the prorate of $47.16 and apologized for the problems she is having. I did explain we are available 24/7 to assist her.
Sincerely, Alyce
Alyce K[redacted]
Escalated Resolution Team
[redacted]

Complaint: [redacted]
I am rejecting this response because: They already sent my account to collections and there was no real resolution offered. I now have a collection agency harassing me by calling 5 times per day. I will deal with the collection agency and never deal with RCN and tell everyone I know about RCN sending my account to collections right away. Never had this happen with [redacted] after cancelling service with them.
Regards,
[redacted]

Good morning,    Once the bill is printed it will not recognize a credit and it will show as a past due on the next bill. The out of service credit of $13.80 was given and since[redacted] feels she did not receive the credit she was issued another credit of $25.00In order to see the...

$25.00 credit next month she would need to pay the full balance of $155.14 . If [redacted] prefers to deduct the $25.00 credit she will need to pay $130.14. But it will show up as past due and she will owe her regular monthly payment of $155.49 the following month. I am sorry for the confusion but that is how our bills work. Sincerely, AlyceAlyce K[redacted]Escalated Resolution Team

I spoke to [redacted] and confirmed that his service was repaired on 04/07/17.    I issued credit to compensate for the service issues totaling $335.47.  I also as a courtesy waved a late fee of $8.   I removed a technician fee of $49.95 that was charged as well.

Good morning,   I was able to place [redacted] on another promotion which includes the cost of the modem for 1 year. Our new packages does not include the equipment but it does bundle the service to lower the bill. I explained and she was satisfied with the Resolution.Sincerely,...

AlyceAlyce K[redacted]Escalated Resolution Team

[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:
Thank you for making RCN accountable. Of course, they still wish to retroactively legitimize their claim, which was never accurately communicated in the first place; however, the final outcome is satisfactory and I appreicate the Revdex.com for facilitating this dialogue. 
[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 the proposed resolution is satisfactory to me.  Assuming either the debt collector takes no further action on this account or sends me a letter confirming it considers the matter closed, I consider this dispute to be resolved. 
Regards,
[redacted]

I reviewed [redacted] account and spoke to her about the rates increasing.  She did see multiple increases on her bill over the past 12 month period.  Two of these were caused by a rate increase to the Surcharges on her bill.  The others were caused by promotional discounts...

ending.  I explained this to [redacted]  I also let her know that she still has two promotional discounts on her account and provided the dates they will end. I was able to give her an additional discount of $5 off per month for 12 months to reduce the most recent increase.  I added that to her account effective for the current billing cycle.

I have reviewed [redacted] complaint and her account.  She was charged a late fee of $9 and a restoral fee of $35.00. I have tried to reach [redacted] by both phone and email to discuss the issue with her.  However I was unable to reach her. As a courtesy I have issue credit to...

cover both the restoral fee and late fee.