RCN Complaint - RCN Billing and Customer Service Complaints
CHICAGO, ILLINOIS -- Below is what I wrote to RCN - not that they would actually care. Even submitting a complaint to them was a huge headache. Had to submit on their web site, which only allows so many characters. So, I had to cut this into 5 and fill out their submission sheet 5 times! Everything involved with RCN ends in frustrations and time, lots of time wasted... It is long - I was angry!
12/10/08 ISSUE (reported later due to your web site not working):
I need to report problems that I have had with RCN. I am a very dissatisfied customer regarding your bill posting processes and RCN's customer service skills.
I signed up for RCN Showtime awhile ago, and when I received my first statement, I immediately set up monthly payment to you through my online banking.
After a couple months, I received a statement that showed that I had not made the previous month's payment. This surprised me, as I had set up a monthly payment to RCN. I looked at the statements and called my bank, and they could see that my payment was sent to you from my bank (one day service) and was received well before the due date. However, the RCN internal processing took a couple days to post, so my payment registered as late. The payment did not appear on the next statement, and I had a late fee. I had my bank talk directly with RCN to verify the payment was received by RCN on time. As advised on this call, I moved the payment 'pay by' date for future monthly payments to be received by RCN TWO days before the due date. (Note: I do not have this problem with any other company and pay all of my bills online.)
Months go by, and all is working OK. I feel I have adjusted the receive date properly so RCN has time to process. Then, for December 2008, I receive another statement with no payment registered, and a late fee. I'm not as worried about the late 'fee', as I am you properly recording that you have had my money at RCN well before the due date! My bank sent me a copy of the send and receive information for the monthly transfer, showing that my payment was sent on 11/26 and received by RCN early in the morning of 11/27. However, RCN didn't post my payment until 11/29 - two days later.
So I called RCN today to discuss. I am obviously frustrated and started out planning to cancel this service. It isn't worth a problem with my credit to watch Showtime! I can order later through Netflix instead!
At RCN, I talked with a guy named Robin (or Rob?) first. He wasn't able to tell me any details about the late fee, or the due date of last month's payment. When I questioned him, he obviously took my frustrations with RCN personally and got very defensive. This is not good customer service. I have things I need to be doing this afternoon. Instead, I'm spending time resolving a late payment issue that is really a problem on the RCN side.
Because Robin could not find the details I needed to prove I paid this payment on time (early actually), I asked to talk with a supervisor, who could help me. He responded with a very sarcastic, cynical response and there I was on hold for the supervisor...
I was on hold for at least 30 minutes! And when a representative answered, it was not a supervisor as I had asked Robin to transfer me to. Instead, I had a representative named Jay. I told Jay I'd been on hold for 30 minutes. And I asked if he was a supervisor. He said no. And when he realized I was not going to be a happy customer after waiting 30 minutes for the supervisor I didn't even get, he must have hung up on me!!! After I wait 30 minutes, I get hung up on? Thanks, Jay!
So, I call back again. On hold forever again. Need to go to the copier, so I go, figuring I'll be on hold awhile anyway. When I get back, the phone line is dead. Obviously, someone picked up while I was trying to get something done through all this headache.
So, I call back again!!! How many is this now? 4? 5? Michelle picks up very quickly actually. (Odd that I waited 30 minutes earlier? Did Robin trigger that in his defensiveness somehow? Made me wonder...)
Michelle was wonderful. She gave me her employee number #######. She was gracious, helpful, and not defensive. When I asked about due dates, etc, as I had earlier, she simply stated, "I'll find out." She answered all questions as well as I could expect. She added comments to my account to state that my payments are sent and received by RCN DAYS before the due dates, and the late problem resides with RCN's timely posting process. So, now I'm advised to pay 3 days before the due date. So, I went online to my bank payments and made this adjustment. In fact, I adjusted to pay a full WEEK before the due date!!! Will that be enough for RCN? I do not know. How would I know for sure? Something wrong with this process...
Here's what I need to ensure occurs with RCN:
- Make sure my account is updated such that it states that all payments have been received by RCN before the due dates. No late payment records should appear on or be reported regarding my account.
- Mark my account that I am a good paying customer who pays on time.
Suggestions for RCN:
- I am absolutely sure that I am not the only customer with this issue occurring. So, please consider adjusting your processes and late payment policies. Perhaps you could give you customer's a 3-5 day grace period past the due date. That would be for RCN's processing time frame, not the customer's. You do not even have to advertise this to customers. Just know that it can take YOU 3-5 days to process, and give your customers and your customer's credit histories a break on that.
IT IS NOT WORTH IT TO HAVE SHOWTIME OR OTHER RCN SERVICES, TO RISK MY CREDIT SCORE!!!! It is absolutely crucial that all payees are paid on time. So, reconsider your late fee policy! You will lose customers over this.
Personally, I will be thinking between now and next month how I feel about this credit risk. If I do decide to cancel my Showtime order, it will be for this late payment issue and for the poor customer service as I experienced today on my first two calls with Robin and then Jay.
Feel free to call me with further details. I take this issue very, very seriously.
PS: Now your web site will not submit my writing! Why does that not surprise. I will need to try again tomorrow???? RCN, you are really not doing a good job here...
12/17 Sent a link to THIS site to RCN with this comment / obvious business suggestion:
Does anyone at RCN read these types of complaints from their customers (see internet link below). There’s a common thread of complaints:
1) customer service representative are terrible (50% of the time for me), 2) billing procedures are terrible. I read that one person’s experience was that you sent a notice that you were suspending her service - this letter was sent even before the bill was due. That sounds very familiar! I have gotten 2-3 statements from RCN stating ‘no payment’ was received with a late fee ding, when the money WAS received by your company BEFORE the ‘due date’ on the statement – you just couldn’t get it posted in time on your end – that’s not the customer’s problem. When customer’s read ‘due date’, they should be able to walk into your company and hand you a check that day by close of business. THAT is the time you should go by. How on earth does a customer know how much time it takes YOU to ‘process’ and ‘post’ a payment?! WE CANNOT KNOW THIS!! RCN needs to fix this ‘timing’ problem in the billing department.
I know that my condo building is considering a new cable company for service. Maybe all this and my experiences with RCN is why. My building has 44 floors of 10-12 condos per floor. That’s quite a few customers to lose all in one shot! Does anyone at RCN even care? Until this time, I’m stuck with dealing with RCN.
By the way, if RCN would like to know who is doing a good job in your industry, it is TiVo. That company has awesome customer and technical support skills. I set up my TV years ago, and haven’t had to worry about billing issues since. When I had problem with cable the other day, I was actually relieved to find out it was an issue with TV vs RCN (new channels, simply needed to setup in TiVo) – that’s pretty bad, RCN! TV representative was great.
--- added link to this site ---