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RCN / Customer Service

Chicago, IL, United States Review updated:
5
RCN has got to have the absolute worst Customer Service (if one can even call it that) on the planet Earth bar none! I have moved a fair number of times and have never had such bad customer service from any other cable company.

First, the bills from RCN seem to be sent at random times and as of late I had not received a bill for thee months. Trying to resolve this with customer service on the telephone has become such a nightmare that now I use the e-mail service which is just about as ineffective but at least I'm not on the phone on hold for extended periods of time plus it is a bit of a paper trail. Now it seems that the account number on my paper bill and the account number I received from RCN security via e-mail are different. I am trying to at least get e-mail notification when a bill is sent so I can send in a payment regardless of receiving, or in my case not receiving, a bill. I have this set up with other services as well as electronic billing and I was able to set these up in less than several minutes. With RCN this has been going on for about a month now.

I finally got into the website and register for my account. This took about 45 minutes of diligent work to get my account number recognized. I still can't get into the e-mail account to register for e-mail notification. The RCN website is fraught with errors with page not found, circular references, etc. My favorite is in looking at bundled services.

I am collecting the e-mail responses fro RCN to my questions and reading them in retrospect they are hilarious. The people obviously don't read the customer e-mails and reply with scripted responses or total nonsense. After I collect another month of these I think I'll put them in book form and sent it to the RCN Board of Directors. Maybe a book is in the making?
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Cc
  2nd of Feb, 2009
Agree Disagree 0 Votes
I just got off the phone with 3 separate representative and the last one named Dennis #5553 was the WORSE RCN customer rep. Refused to transfer me to a supervisor and kept overtalking me and brushing me off. 3 phone calls, nothing resolved!!! I calle d back in to cancel and I've been on hold for 20 mins already.
Gc
  5th of Jun, 2009
Agree Disagree 0 Votes
I have been an RCN customer since November of 2004 at two locations.
I am extremely disappointed with the RCN Executive Resolution Team’s disregard to certified letters, e-mails and photos, regarding poor installation which caused fire hazards failure to provide proof of credits despite many requests and frequent disconnection of services without notice during my dispute.
The poor installation caused the cable to fall over the door (entrance/exit to the apartment) creating an egress problem, which drew the attention to my neighbor who advised the coop board and immediately had the apartment inspected by the building management. Furthermore, when entering or exiting the apartment the cable became loose and services were continuously disrupted, which could only be restored manually.
Despite submitting a certified letter to RCN Corporation on December 21, 2008, there was absolutely no response and forced to call customer service for an update on February 2, 2009. The customer service representative I spoke to was unaware of my complaint and notice of fire hazards..
Therefore, I faxed the original certified letter on February 2, 2009, as per fax confirmation attached. Again, RCN did not respond, thereby prompting me to call the RCN Executive Resolution Team on February 18, 2009 .
RCN dispatched technicians on (02/19/09) which had to return 02/25/09 to re-wire the cable throughout the apartment, including the removal of wiring in the kitchen, which required new plaster and paint at additional cost to hire a contractor, see contractor invoice attached.
Furthermore, on March 4, 2009, my dispute was setteled with Ms XXXXX and was supposed to receive credit of $536.98, which remains unclear because RCN has not provided details or explanation, causing much confusion and doubt if full credit has been applied to my account. I also questioned other charges via e-mail, dating from November 2008 through March 2009, totaling $295.82, which also remains unresolved.
Although, I had requested Ms XXXXX to provide proof of credits and explanation of charges many times via e-mail, she has not responded.
The disconnection of services during the dispute while requesting proof of credit and explanation of other charges, demonstrates RCN’s unethical business practices, forcing me to make payment without options to maintain communication with my associates, because I work from home.
RCN’s disconnection of all services during my dispute, caused additional personal time lost, cost to my Verizon Wireless service for over limit fees and fax service and demanding compensation reflected by schedule.
I am further exploring the possibility that RCN has been in breach of contract and will provide further details once available.
Further more numerous hours spent communicating with RCN to rtesolve issues and at no time has a letter or any communication be sent by RCN. The increase charge and mystery charges on my bill and ask for explanantion without any resolution.
A truly horrible experience and a terrible company.
Rt
  12th of Jun, 2009
Agree Disagree 0 Votes
The automated service is unbelievable. The message keeps saying hit one for automated information but repeatedly gets connected to a phone line, with the message that the office is closed. That is just the beginning of the problems I have experienced with RCN. I have been trying to get a letter from them about my online account for over two months now. For what ever reason, the "letter" is never reaching me. What is the best way that BBB or other such organizations can hear about their terrible service and take some action about it? Or is it that people will keep posting information online just to vent??

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RCN Telecom Services Logo RCN Telecom Services
Customer Service
Overall Satisfaction Rating

25 Reviews
196 Van Buren St Ste 300
Herndon
VA
United States - 20170-5337
+1 800 746 4726
+1 301 531 2145
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