Huntington Area Postal Federal Credit Union

Good morning,   Even if the router did not have a password a backup security was still in place  . This was the first trouble call placed . We will give an additional month credit in the amount of $61.92 since you said the problem was intermittent. Sincerely, A[redacted]

Line was repaired as of 05/06/16.  Credits totaling the amount of $115.63 was applied  for the service issues.

I spoke to [redacted] and reviewed his bill with him.   He was billed $3.64 this was an adjusted amount after he disconnected his bill.  It covers one day of service.    His account was on automatic payments so we did attempt to process a payment in the amount of $3.64 on the...

due date.  This payment was returned and the account was charged a $25 returned payment fee.  This fee was waved by a previous agent.    I explained that even though the balance of $3.64 is valid that, as a sign of goodwill, I would credit the account $3.64 to remove the balance.

Good morning,   Unfortunately our rates do go up. [redacted] disconnected service so I could not offer him another promotion. Sincerely, [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 received the complaint from [redacted] and reviewed his account. [redacted] requested service be disconnected.  We disconnected the service on 09/18/17 and stopped billing him as of that day.  This left a balance remaining of $73.94 for service from 09/06/17-09/18/17. I spoke to...

[redacted] and explained this to him.  He explained that he was trying to have the service disconnected as of 09/08/17 not 09/18/17.  He also stated they were no longer using RCN as of 09/08/17.  I agreed to remove the charges back to 09/06/17, leaving a $0 balance to resolve the complaint.

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 cycle. Sincerely, AlyceAlyce K[redacted]Escalated Resolution Team[redacted]

Good morning,   I spoke to [redacted] and explained that I placed a credit of $133.53 to clear his balance on the account. He was also given a gift card from the Direct Sales Rep.I apologized because our sales rep should have made sure the Early Term Fee was honored. Sincerely,...

AlyceAlyce K[redacted]

Tell us why here... Good afternoon,   [redacted] called to disconnect his service on 5/27/14 but the equipment was not returned until 9/09/14 . The account was completely disconnected and he was charged for the equipment. He stilled owed a balance after the equipment was returned but...

since he was with another carrier, I cleared the balance as of 5/27/14 in the amount of $59.03.We have notified the Collection Agency and he will receive a letter stating that the debt has been cleared. I tried calling him but his voice mail box was full. I sent him an email and  he responded back and is satisfied.Sincerely, AlyceAlyce K[redacted]

Good morning,  Jan.2016 owed for December and January. $138.64 Feb 10 payment of $71.04 was received still owed $67.60 plus present bill with reconnect charges and late fees $ 107.10 total $174.70March no payments made. Total due $247.40April $179.20 payment was received. $68.10 past due plus present with reconnect charges and late fees now owed $184.70May. payment of $72.60 received . $112.10 past due plus present with reconnect fees $35.00 and $6.00 late fee $107.60 total owed $219.70June No payments received. $219.70 plus current with late fee $77.10. owed $296.80July payments of $452.90 was paid. Left credit balance of $156.10 minus $66.56 current bill $89.54. $224.00 was returned as closed account.Bill is now $296.80 for June plus July bill $68.05 Payment returned again on 7/01/16 Reconnect fee $35.00 2 returned check fees $50.00 Process fees $9.00 .$458.95.

Good Morning,   Our technicians are going out again today to make the final repairs. I will touch back with her to make sure the fence has been fixed.Sincerely, [redacted]

Good afternoon,   [redacted] is getting the 330 MBPS for $59.99 but per our website the equipment is charged separately. The router is priced at $2.00 and the modem rental is $6.00 bringing the total to $67.99 plus tax$1.71 = $69.70.I am sorry for the misunderstanding but this is the...

lowest price we offer. Sincerely, AlyceAlyce K[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]

I spoke with [redacted] and appologized for the expeirence she had with customer service.I worked with [redacted] to give her an extension on her past due balance.  We were able to give her until 12/16/16 to pay her balance with no service interruption.

[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: there's more to the story.   First, service went out Monday afternoon 8/7. I called Monday night and asked them to check wire from the pole as it made no sense that my service was completely out if my modem was fine. They kept claiming that the modem was 'stuck' in a hold status and that a service call was required to fix the modem. I told them that made no sense. They would not check the pole first so I agreed to a service call last Thursday morning and only offer a couple of days credit.  Then I had to reschedule for next morning, Friday, same time 8-10am due to work reasons.  they were a no-show and said first that service guy called my cell and said I told him to cancel, then later said that I cancelled the appoint 'electronically'....neither are true. I never received a call and never spoke to a rep or service guy.After them not showing up I was assured later that Friday morning by a rep (after 30min on the phone) that a technician would be there at 5pm sharp.  then I got an email saying they'd be there Saturday  and I called back and they said there was 'no record' of the call or 5pm service call....after another 10-15min on the phone and another call later they said they would be there 6-8pm Friday night (canceling my dinner plans).  I demanded I get at least a week's credit as I could not work at home all week, had to fight them on that.That said, I get a call at 4:34pm Friday from Jesus, the service tech, saying he's 5 min away and where was I...huh?  Anyway, I rush home and he was on the pole in the alley and said that the wire was 'disconnected' most likely by another RCN service tech...WHY???  There was nothing wrong with wire, modem or anything related.  None of this would have happened had they checked the pole Monday when I first called.
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]

The customer's rate did increase.  When  they signed up for serivce they were given a discounted rate for 12 months.  The rate increase they saw was after the 12 month period.To keep their rate below retail rates, we did apply a new discount.  This resulted in a $10.00...

incrase before tax.   We did send a notice reminding the customer that their discount was ending.  In that notice we also informed the customer of what their new rate would be starting with the next bill.  This notice was included with the bill dated 09/13/16.I attempted to contact the customer.  I was able to reach them one time.  They told me they are at work and do not have time to talk but are upset that the rate increased and then ended the call.  They would not give me another phone number or time to reach them.  I tried reaching them via email with no response.

[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]