Complain about a product or service

RCN

Peggy of Yeadon, PA July 7, 2009

6/7/09 I stopped service with rcn because my contract had expired. 3 weeks prior to this i went to office to stop services and was given a number to call, i could never reach anyone because no one answers phone until after 5, my services were disconnected by them, 6/7/09 i was told not to pay bill untill i got final bill, 1st bill was due 6/17/ 09 @122, i did not know that my phone # would be lost so i called @7:30pm, just on a whim on 6 /8/09 and finally reached someone and asked if i could keep my phone#, after over 1hr on phone.

The gentleman agreed to switch my phone back on with no charges, the next day i had to call again no answer until after 5 and had to go through another confrontation with someone. I got a final bill for over 200 and yet another bill for 49.47 almost 300/ more total for bundle pack 70 and phone i barely use, slow internet. These charges are ridiculous! Unaffordable and a ripoff

Mary of Somerville, MA February 23, 2009

After much trouble recently with my RCN DVR equipment (4 calls into technical support in 8 days + 1 call to customer service), I called RCN Customer Service on the morning of 2/3/09 to terminate all services with them. I was informed that it would take 10 days (2/11/09) to complete the service request, during which time I would continue to be charged for services. When I complained, Customer Service told me there was nothing that they could do for me. I would have to speak with Billing. I was transferred to Billing for further inquiry.

I informed Billing that I had reviewed the Customer Terms & Conditions (under the 'Policies & Disclaimers in Boston' section of their website. In fact, it expressly states 'Customer may terminate any or all services at any time by notifying RCN of its desire to do so.' The gentlemen I spoke with in Billing informed me that he understood what I was saying, but that he couldn’t do anything about it other than add notes to my file & I could call back after I returned the equipment to argue that I had returned the equipment and was, therefore, unable to use the service. Unfortunately, this meant another call back to RCN that wouldn't even guarantee me a refund of any monies for services/equipment prior to 2/11/09. Additionally, given the RCN center hours in MA (none open beyond the hours of 9-5 on weekdays), I was unable to return my equipment until Saturday (2/7/09).

I received my final bill on 2/14/09 (79.42), at which point I noted that the equipment return date of 2/7/09 was not properly reflected on the bill. All charges, including equipment charges, ran through 2/10/09. I called RCN on the morning of 2/17/09 to first clear up the question of the equipment return date, then to once again try to address the issue of being charged for services through 2/10/09. RCN appropriately credited me for the equipment return date of 2/7/09, but would not credit me for the equipment as of the date of cancellation of service (bill reduced to 76.66).

I was informed that normal cancellation procedures would be that a customer must return equipment within one week of cancellation of services with no additional charges for the equipment. However, I was told that since RCN was unable to terminate my service without 10 days notice that could not be credited for the equipment back to the date of my phoned in cancellation order (2/3/09). Customer Service also informed me that there was nothing that they could do regarding the service cancellation (e.g. crediting services charges subsequent to 2/3/09).

I explained to the Customer Service representative that I was fine paying the additional days, if they could just show me where I was informed about the cancellation notice requirement. I was thoroughly willing to take the blame on this if I had missed the notification somewhere. After waiting on hold for 15 minutes, I was informed that this was not in writing anywhere. This didn’t seem very reasonable to me, particularly given that I felt I had done the appropriate due diligence by going to the RCN website where I found a section of the Customer Terms & Conditions speaking exactly to Termination of Service (see below). Nowhere on this web page does it state that these terms & conditions may not be up to date and that a customer should call into Customer Service for the most up to date information.

The Customer Service representative stated that they understood what I was saying, but that the 10-day notice is company policy and I would have been notified of this when I called in to terminate service. If I hadn’t performed any due diligence regarding service termination, I would consider that to be my fault for not knowing about the cancellation notice requirement and I would be obligated to pay for the additional days. However, as I did my research and RCN has misinformation posted to their website, I believe the onus is on RCN.

Immediately following, my 2/17/09 conversation with RCN customer service, I calculated the additional credits I felt I was due from RCN: (1) credit for the service period 2/4/09-2/10/09 and (2) credit for the equipment period 2/4/09-2/6/09. The amount totaled 14.92 for a final total due to RCN of 61.74. (I am happy to provide additional details on my calculation, if requested.) I remitted this amount to RCN on 2/18/09. RCN reflects receipt of the payment on 2/18/09 and confirmed by phone on 2/23/09 that the outstanding balance associated with my account is 14.92.

Rich of Chicago, IL January 6, 2009

ON July 19, 2008 I signed up for the 10Mb Internet service from RCN. Shortly after, I noticed that I was not getting the connection speed I signed up for.

I contacted technical support, and after going through ALL of their support channels a technician was dispatched and found an issue with RCN's wiring. Another team was dispatched to correct the wiring. The issue was still not resolved. After again going through ALL the technical support channels, this time a 'special' technician was supposed to be dispatched to my home on 12/27/08.

The technician never showed up for the scheduled appointment. I had to spend hours on the phone trying to get someone to tell me why the technician never showed. And, my issue with the Internet service is STILL not resolved. I have contacted RCN's Executive Customer Service in Herndon, VA at 703-434-8200 ext. 3.

This issue was supposed to have been handed off to the director of the local market in Chicago, however I have gotten nothing but the run-around and further abysmal customer service. I believe that this is fraud. I am not getting a service that I pay a premium for. It is ongoing and still unresolved.

Amit of Drexel Hill, PA December 19, 2008

The Drexelbrook Apartments Community management has a contract with RCN as the sole provider of cable services to the community residents (1223 individual apartments). RCN uses this monopoly to strongarm (I can't find a more suitable term) community subscribers to pay exorbitant fees for their cable services. This is what transpired - I had RCN installed on 12/15/2008 with an understanding from a "suave" and "chummy" sales guy and his manager (who never bothers to respond to my calls since I cannot add anymore to his target) that since mine was an annual contract, installation would be free and I would get the first 3 months of the HBO package free of charge. When I receive my first bill I see that my charges are 231.84!

Apart from charging 124.80 as "installation" fees I'm also being charged for my "free" HBO package. Since I don't have a choice of service providers (speak about the freedom of choice!!) I'm being bulldozed into paying this. I've always lived by the tenet -"Silence of the good is worse than the evil of the bad". It is my trust that people out there who have a choice will read this and protest in the interest of free will and fair practice.

Michelle of Waltham, MA September 2, 2008

I called because I wanted to add Internet to my living room and cable to my play room at the apartment that I live in. So I called RCN to schedule an appointment for them to come in and do this for me. When I called for some reason they couldn't have the same person who was going to do my Internet due my cable. Which at that time I told the lady that when they 1st install it the same person did both. I end it up booking 2 different days. I took Wed off and the technician was supposed to be there between bam and pm.

Around 2:15pm I called and they told me that they needed to reschedule "since no one was home", I got mad and explain to the customer service rep that I was at home and that I needed him to come back and I was at my window w/ the door open and no one came to the house. He page him and the technician came around 2:30p. I am very upset because on Friday 29 they were supposed to come to the house between 2 and 5pm. And my mom and I were out side and with the kids and no one came and I called to see what was going on because it was already 5:30pm and they told me the same thing as before " oh they went to your house and no one was there".

I told the customer service rep that I was out side with the kids and no one came and she told me oh well all I can do is reschedule this appointment for next week and I told her that I was the customer and that I wanted to speak w/ a supervisor she told me that they will be calling with in 48 hours and no one did. Because of the long weekend I called today and I explain everything to the man I spoke with and he was very rude and I told him that I was out side and he told me " well mam all I can do is schedule it for you isn't strange that they were unable to reach you". I was really mad

Katherine of Lansdowne, PA August 19, 2008

I called on or before Friday August 15th to request payment arrangements for myself, I informed them that due to an unforseen health matter, I have a financial burden this month and it will take me 2 months to get back on track at which time my account with them will be updated. I have been a customer with RCN for about 5 yeas now and have had a fairly good business relationship with them. This request was approved, I was told not to worry, my account is in good standing and a note was written on my account to this effect.

The following day, I received a default account message at home phone number. I called them this morning (Aug 19th) to request that they suspend the harrassing mesasges, I told them it wasn't necessary and it makes me feel very uncomfortable to feel hounded like that, I didn't wish to recieve any further calls, reminders and to please not send me any cut off notices. The customer service rep's and manager's response to all this was that "they cannot suspend the messages or out going cut off notices."

I told them that I find them harrassing and I didn't need any reminders as I am a fully "aware" adult and am not in the habit of oweing monies to any type of agencies, ergo do not need nor appreciate any collecting messages. The manager refused to comply and we left it at that.

Elizabeth of Chicago, IL November 18, 2007

I called RCN to cancel my service in September. The customer service rep informed me that one of the technician would arrive on october 8th to disconnect the service completely from the building. He also informed me that I had 30 days from Oct 8 to return the cable equipment and if i did not return it within the 30 days i will receive a bill in the mail for it. Before the 30 days, RCN charged my credit card without my consent and post it as a form of payment by phone. I never called or gave them any permission to use my credit card nor was i under the knowledge that they kept my credit card file in their records.

I returned the equipment and I called and explain this to the supervisor, Linda. I told her that charging my credit card without my consent was a form of theft. I explain to her what the customer service rep explained to me as far returning the equipment in 30 days from october 8. I told her that due to the charge it caused my bank account to be overdrawn and I was charged a overdraft fee. I ask her is there anything she could do to refund me and accommodate me for the whole inconvenience. She not do anything and informed me that the money may take 2 weeks to be refunded. I am not happy with the level of customer service it was very poor. The supervisor was very rude and did not do anything as far to help the situation.

I feel i'm a victim of theft. I will no longer ever become a customer with RCN based on my horrific experience. I also want to inform others that this is a company who steals from their consumers. The level of customer service is so poor and to pay so much money I feel I should be treated fairly even if i chose to not be a consumer anymore. I also I should be accommodate for the horrible experience.

Rodolfo, of Allentown, PA July 28, 2007

I get the services 2 weeks ago (telephone cable and internet) 89.99 that was i was supouse to pay everey mounth. and i just get the services for 3 days no more and now they send me a bill for 285.31. when i called to ask why that bill no one explain me what is happenning i called few times and all what they say is " they don't see any problem with the services" and that is a lie.

Florenci of Elmhurst, NY July 12, 2006

AGAIN, they've added a feature(MACH 10) in my internet service without me ordering it. I've sent them an e mail but I didn't get a reply, also I've tried to call their customer service, I was on hold for 30 minutes and all I could get were pre-recorded messages. I want them to cancel this added feature wich I didn't order in the first place.

Amanda of Essington, PA July 7, 2006

I had a large cable bill caused by my fiancee buying payper view. When I called to cancel service i waited on hold for 20 minutes on July 6, 2006. The person finally go on the phone and told me he could not help me and he was transfering me. I got transfered to a department that closed at 5 p.m. and it was 5:02 p.m. I called again the next day, I was on hold 30 min. someone finally got through to me, told me that they could not help me and was transfering me. I got transfered and I was on hold again for an hour where I got disconnected.

I called back again and I was on hold for another hour. I started my call on 7/7 at 3:50 p.m. I was still holding at 5:12 p.m. This is crazy, all because of the high balance the people that have transfered me told me that they could not help me. I am no longer at that residence and I want the cable shut off. Being on hold this long is not good customer service, and my bill is still accumalating. I will never be dealing with this company again.

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