Huntington Area Postal Federal Credit Union

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]

I have tried on multiple occasions to reach [redacted] but I have been unsuccessful.  I also tried by email but have never received a response.   I did review [redacted] account and her complaint.  [redacted] payments have been coming late.  This is causing additional...

fees to be applied to her account.  These fees include late fees that are applied when a payment is received late and restoral fees when service is interrupted for late payment and then restored.    As of 05/30/17 she has a total balance due of $441.98. Of that balance $209.27 is past due.  The billing is correct.  I would be happy to review specific bills and charges with her.

I reviewed [redacted] account and spoke with him about the issues he has had.  Prior to me contacting him, his price was corrected to honor the free Showtime and Starz offer.  I let [redacted] know this and reviewed his updated monthly rate with him.  I applied credit to the...

account in the amount of $220.00 to compensate for the intermittent internet issues that Mr.  Festa had prior to technician repairing the line.  Thank you,

[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 have spoken to Alice from RCN twice and have informed her there is still a problem with my phone which they are working on.  I was supposed to hear from her today in reference to my credits but so far she has not called me back.  The reason I am rejecting this response is because they offered me $500.00 in credit.  I paid my bill for 13 months, in good faith, hoping they would fix my issues.  I never withheld payment for services that never worked properly.  I allowed them to come into my home and try different things that they said would fix the problems which they never did.  And again, I paid every month.  I feel I am do credits for the last 13 months.  The credits they offered me show me that RCN expects their customers to pay for services that are substandard.
Regards,
[redacted]

[redacted] was given a promotional discount that lasts for three years for her RCN service.  The discount was given in December 2014.  This promotional discount has a built in increase of $10 at the end of the first year and at the end of the second year.   A notice is sent out with...

the customer’s bill the month before the $10 increase takes effect.  [redacted] received this notice with her bill dated 11/04/16.   I spoke to [redacted] and explained this to her.  She is stating that she has poor speeds.  I offered a technician visit for the issues.  She declined the visit and asked to be called back.   When we spoke again to [redacted] we also offered to double her internet speed, she declined and requested no more call backs.

Complaint: [redacted]
I am rejecting this response because:The explanation is hard to follow, due to the quality of writing.I am requesting for RCN to eliminate my balance carried over from 2015, as my current bill is approximately 40% services vs. 60% fees. I've been a customer for 3 years, and nobody should have to go to this extreme to get a company to listen to them. In addition, I've had many technical issues, which several times resulted in either losing internet service for several days (I called when this happened), as well as having techs come out to service my internet, which I was charged for when it wasn't even my fault. If RCN will not refund me any money, I will have to leave.
Regards,
[redacted]

[redacted] is disputing the increases on her bill.       When she signed up for service she was given an introductory price with a promotional discount.  This package was for three years and included an increase of $10 at the end of the first and second years.  There...

was another increase when the promotional period ended at the end of the third year.   We did include a notice on the bill prior to each increase.  While [redacted] was on paperless billing, she did still have access to her statements via our website.    I have explained this to [redacted].  I also explained that our website does show that the advertised package prices are special offers for a limited time

I spoke with [redacted] about the account.  The original price quoted was of internet only.  After installation a basic cable package was added and then later a large cable package.   [redacted] explained they only requested the basic cable package.  The second package was...

already removed.  I removed all charges for the disputed package and waved two late fees.  I also explained the correct monthly rate to her.

Good afternoon,  [redacted] was given 1/2 credit for the technician visit so I applied the rest of the credit $29.70. The wireless router features two-fold protection in security.On the hardware side the signal is scrambled and on the Software side a WEP key is used to add security to the...

transmission. The wireless router comes with a password unless it is removed and that is not something that our technicians do. I also placed 1 month credit for the modem service in the amount of $61.92.Sincerely, AlyceAlyce K[redacted]

Complaint: [redacted]
I am rejecting this response because:
RCN did not offer to compensate me for costs incurred because of them. Because of RCN and their REPEATED sales pitches and claims that they could service my address, I cancelled my [redacted] service, where I had been a customer for many years. When RCN was unable to fulfill their commitment to providing me service, not only did they NOT inform me in a timely or promised manner, but also they refused to compensate me for the cost of re-procuring service with [redacted]. I never would have cancelled my [redacted] service had it not been for RCN, and it is unacceptable that they will not take responsibility for it.   
Regards,
[redacted]

I spoke to [redacted] about the issues he has been having. We have sent multiple technicians to the building and confirmed that this is not a bandwidth issue. Since this is an intermittent issue we had one of our technician supervisors reach out to [redacted].  He gave [redacted]...

[redacted] is direct number to contact if the issue happens again so we can work to make sure the issue resolved.

[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.  However, I implore your Account Executives to act as true Account Executives in the future, because this issue could have been avoided entirely if Robert S[redacted] would have done his job and applied the 30-day Money Back Satisfaction credit.  Part of my career includes over 20 years of Customer Service, call center, and technical support by telephone.  Your company has failed miserably on all fronts and facets.  I look forward to not only telling 10 people of my displeasure with your company, but I will make it my life's work to prove to peer consumers that your services and support are complete garbage.
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.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I had, also, sent an email to you on 5/9 acknowledging that they had indeed repaired the cable.
Regards,
[redacted]

I just wanted to touch base with you on this complaint.   I have been working with our local market on a repair of technical issue in the building.  This is what is causing the customers issues with the 1 gigabyte speed.  Once the repair is complete we can upgrade him.  We...

haven’t responded to the complaint because we have not resolved the technical issue as of yet.  I have been in touch with [redacted] during this time to keep him informed.  Once everything is repaired and the customer is scheduled for his upgrade, I will update the complaint.Thank you,

Good afternoon [redacted]   We have been working to resolve the issues with her [redacted] services. Everything 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.

Good afternoon, [redacted] upon install decided to upgrade her boxes to High Definition and have a Tivo Quad installed. The additional boxes added $14.00 to her Monthly Package before taxes and fees. A 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 2 months free. I am sorry but we can't add adjustments for taxes, fees and surcharges. She is at new customer pricing. If [redacted] can't afford the package she can cancel the extrasthat she subscribes. to.Sincerely,Alyce K[redacted]Escalated Resolution team

Good afternoon,   I did credit [redacted] account for 12 days from 12/10/16-12/22/16 when the equipment was retuned. She paid $3.00 a day for cable. $3.00 x12=$36.00.I called and LMOM but I have not heard back from her as of yet. Sincerely, [redacted] K[redacted]

I spoke to [redacted]  The changes she wanted were made to the account on 09/24/17.  She was upset that she had been trying to make the changes since late June.  I apologized and agreed to issue credit of $200.00 to cover the delay in making the requested changes.