I'm hoping that an RCN rep monitoring this forum can help. I'm having a frustrating extended experience with customer service and billing issues.
I had service under a promotional rate. A month before it expired, I called to see if a new promotion was available. The rep I spoke to said "no", but my bill would only go up $5/month. When I got the increase, however, it was more like an additional $25/month. As soon as I got the bill, I called and complained. They were able to offer me a plan with about a $15/month increase over what I had been paying.
After stewing for a while, combined with looking at promotional plans for Comcast and Verizon, I called RCN on 11/23 and cancelled my service. The rep I spoke to offered to lower my rate to match the promotional rates of the competitors, but declined and proceeded with the cancellation effective 11/23.
Several days later, I received a call from an RCN rep. He offered me a lower monthly rate plus one free month, so I agreed to have my service restarted. All seemed good.
And then I got my next bill. There was no credit for the 2-weeks that my service was cancelled and there was no free month. I called billing and was told that there was no record of the free month in the system so it couldn't be applied, and because the service was restarted before the "internal work order" could be completed, there was no way to give me credit for the 2-week break. The rep was pleasant enough, but said she was unable to address either of these issues. I'm waiting for a supervisor to call me back, but I'm calling BS on this.
And to make it even better, the fine print on this month's bill lets me know that everybody's favorite "Network Access and Maintenance Fee" is going up approx 30% next month.
Is this really how RCN treats its customers?
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