RCN Complaint - RCN Is The Worst Cable Company Ever!
TAKOMA PARK, MARYLAND -- RCN has provided THE WORST customer service I have EVER experienced. On Monday, April 6, I called RCN inquiring about their cable/internet bundle packages. I told her I saw a package online for $63, but it did not include the Kid's package that I really wanted. She said for $10.00 more I could get the kid channels, which would total my bill at $80.33 before taxes. Plus, I would also get one month free. I agreed to the service and an installation appointment was made for April 7.
Upon arriving home on April 7, the children's channels that I requested were not working. I immediately called RCN. I spoke with one technical care representative and a customer care managers, whose names I did not get, who told me they could not help me. They both said they saw the one month free promotion, but nothing about the kid's package. They both offered to add the children's package to my order for an additional $4.99 a month. I was very insulted. The only reason I subscribe to cable is so my young child can access channels like Sprout and Noggin. There was no way that I was going to pay extra for channels that I was told were already included in my initial order.
The next morning, April 8, I called RCN again. I spoke with [snip], employee #96609, in the Arizona office. She said she would adjust the promotion to include the Kid's Channels. I thanked her very much. I thought my issues with RCN had been resolved until I later that evening when I discovered my internet was not working. On April 9, my boyfriend called RCN for troubleshooting help, but they could not help him over the phone because they were not receiving a signal from our router. They told him they would send a tech out on April 14 to take a look at the router.
On April 13 I received a bill in the mail from RCN for $130.49. This bill included an installation fee and one month of service. According to the customer service representative who sold me the bundle, I would only be paying for the installation fee on my first month's bill. Today, April 14, 2008, I spoke with [snip], employee #040135, whom I asked to cancel my service and the tech who was supposed to come out and look at the router. She said there were no notes on my account that said anything about one month free. She told me billing on my account would end on April 23, but someone could not come out and disconnect the cable until 4/28. She then transferred me to the billing department.
[snip], employee number 594923, in the billing department told me that the one month free doesn't apply until the second month. She also admitted that the representative gave incorrect information. She also told me that I will be charged for cable until someone can come out and disconnect the cable on 4/28. I asked her if that means I would also be billed for 4/24 until 4/28, the connect date. Mina confirmed that I would have to pay for April 24 through 28, but there would be a credit on the account because the internet service never worked.
I think that is absolutely ridiculous. I don't think I should have to pay for any of this service. The service wasn't what I order from the beginning and half of the service, the internet, never worked. I am definitely going to write a letter to the small business association outlining the horrific experience I’ve had with RCN. Not to mention, when you go on RCN’s website to submit a question or concern under the “Contact Us” tab, there is an error on the page when you click the submit button. This is unbelievable. Please see the screenshot below of the page error. I also tried to submit my letter on April 15, 2009, but received the same error.