October 8, 2014
[redacted]
[redacted]
[redacted]
RE: Fioptics – [redacted]
Cincinnati Bell is responding to the rebuttal that you filed with the Revdex.com concerning your fioptics account.
After reviewing the account further and contacting our repair group. Cincinnati Bell has credited your account for the outages and no other credits are due to you at this time.
I understand there was a misunderstanding with one of our supervisors at your premise. I can assure you this was a misunderstanding our supervisors and techs are trained to offer excellent customer service and this particular supervisor has an excellent rating with our customers.
The supervisor advised [redacted] to leave his number in case there are further issues.
This was all a misunderstanding and we will note your concerns that you do not wish to have this supervisor at your residence.
Our Technical Support Group is outsourced, keep in mind that Cincinnati Bell made a corporate decision to outsource the call center. All call center employees working on behalf of Cincinnati Bell are given the resources and training required to resolve customer issues.
I have had my supervisor listen to the call; I can assure you that a Cincinnati Bell Representative would never hang up on a customer on purpose.
It is never Cincinnati Bell’s intention to dissatisfy our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
Cincinnati Bell considers this complaint closed.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Again they aren't addressing the issued. I went into their center inside the mall and cancelled most of the service back in late may-early june. where is that record. They are saying I cancelled in August. I called about the $[redacted] bill in august. Representative said I should not have gotten that bill and he told me he saw where I cancelled the phone and features and to disregard that bill. Now I get same bill from collections. Cincinnati Bell records are not correct. Why are they telling me two different things.
October 15, 2014
[redacted]
Re: [redacted]
Dear [redacted],
Cincinnati Bell does apologize for your technical issues. A repair supervisor issued a credit for $[redacted] today. This will reflect on your online account within 2 business days.
It is never Cincinnati Bell’s intention to upset or frustrate our customers and we apologize again for the outage.
Cincinnati Bell considers this complaint closed.
Sincerely,
[redacted]
Customer Care
Cincinnati Bell
September 11, 2014
[redacted]
[redacted]
[redacted]
RE: Cincinnati Bell Wireless Account # [redacted] deposit refund
I am responding to the complaint that you filed with the Revdex.com concerning your Cincinnati Bell Wireless deposit refund.
After reviewing the...
account further and checking with the accounting department. I am being told that the refunds checks are being mailed the beginning of next week.
You should have your check within 5 to 7 business days.
It is never Cincinnati Bell’s intention to dissatisfy our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
September 30, 2014
[redacted]
RE: [redacted]
Cincinnati Bell is responding to the rebuttal that was filed with the Revdex.com concerning your parents account.
After reviewing the account I have some information that will help in the porting process. The company that is porting the number out has not sent the correct LSR. Cincinnati Bell has rejected it once for the local service free that has since been removed and now for the 3 digit customer code. The code changed when the customer placed a move order.
The correct code is [redacted] it was ([redacted])
Once the company sends in a new LSR with the correct code ([redacted]) the port order will be completed.
Once again I apologize and please know that it is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell, I apologize if we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
August 26, 2014
Mrs. [redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I researched your parents’ account and found that the only product under a contract was [redacted]. It looks like this was...
requested to be added last September. The contract for it was scheduled to expire on 9/9/2014.
Per the notes on the account you called in yesterday to disconnect the service. The disconnect order that was placed will complete today. Since there was only one month left in the agreement the termination fee that will be billed is $[redacted] (price of one month of the product).
Under the circumstances I agree with you that this should be waived. Technically I can’t issue a credit for the termination fee before the bill is printed, but since this fee is only going to be the price of one month of [redacted] I have issued a credit on the current bill. With taxes the credit amount is $[redacted].
The final bill is going to be mailed to your address as was requested yesterday.
It is never Cincinnati Bell’s intention to confuse or upset our customers. On behalf of Cincinnati Bell I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Agent
Cincinnati Bell Telephone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not...
resolve my complaint. For your reference, details of the offer I reviewed appear below.
They requested more information to process the complaint. The account number they need is [redacted].
Regards,
[redacted]
September 23, 2014
[redacted]
[redacted]
[redacted]
RE: Fioptics Account – [redacted]
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your...
account.
In reviewing your account I have found that the complaint was previously handled by the Media Relations group here at Cincinnati Bell.
You currently have a .00 balance on your account.
Please return the equipment to a Cincinnati Bell Retail Store so you are not charged the equipment fee. This includes your set top box and remote control. Cincinnati Bell will not come out and remove the equipment.
It is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
Cincinnati Bell is considering this complaint to be resolved.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
September 23, 2014
What is the Cincinnati Bell Telephone # or your email address with Cincinnati Bell and I will be glad to assist you.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
September 11, 2014
[redacted]
[redacted]
[redacted]
RE: Fioptics Account # [redacted]
Cincinnati Bell is responding to the complaint that was filed with the Revdex.com concerning the Fioptics account.
In reviewing your account, I have...
found that you called in on August 28th to discuss the account and what the new rates would be when the promotions expired.
I apologize that you were not given the information that you requested and I apologize that the callbacks that you had requested were not made.
I am forwarding this complaint on to our call center supervisor for training and development purposes. The type of customer service you received is not acceptable and will be addressed.
I was able to backdate your disconnect order ([redacted]) dated for September 11th to September 2nd the bill date so that you are not charged the full month of service.
Please return your equipment to a local Cincinnati Bell Store so that you are not charged the modem fee.
It is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I guess they would view it as being resolved since I'm the one they are screwing over. I am just another dissatisfied consumer of theirs....thank you Revdex.com for listening.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
This does not resolve the issue on what my monthly bill should look like. It only addresses the November bill , as I read the resolution.
Regards,
[redacted]
September 3, 2014
Mrs. [redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com rebuttal.
I have reviewed the notes on your account and for the products that you have the offer of $[redacted] per month before taxes and surcharges is the lowest price Cincinnati Bell can give.
The discounts you received previously were one year introductory promotions. These same discounts are no longer available to give.
The retention offer is still available to you if you change your mind and decide to keep the service. Please contact [redacted] for further assistance.
[redacted]
Executive Care Agent
Cincinnati Bell Telephone
September 29, 2014
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your complaint that you filed with the Revdex.com concerning a Pay Per View billing issue.
I have reviewed the notes on the account, we replied to you in a...
separate Revdex.com Complaint on May 27th, 2014 regarding this matter. Our response was as follows:
Cincinnati Bell had an outage specifically on that PPV show. Checking your account no charges were added; due to the MMA fight. If charges appear please call [redacted], and we will issue an adjustment.
After reviewing the records you were not charged for the MMA Fight in May. Cincinnati Bell would have gladly adjusted the charges for the fight if you were charged.
We are not able to adjust the charges for the current PPV event that you watched it is listed below:
Sep 13 [redacted] 2 H �...⇄ $[redacted]
I apologize for any miscommunication that you may have had.
It is never Cincinnati Bell’s intention to dissatisfy our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
September 5, 2014
[redacted]
[redacted]
[redacted]
RE: Cincinnati Bell Wireless Account # [redacted]
Cincinnati Bell is responding to the complaint that was filed with the Revdex.com concerning the full monthly billing for wireless service when disconnecting mid...
bill cycle.
The monthly charge for the service will not be prorated for the final partial month of service. The full monthly fee does apply.
In reviewing your account, I have found that your late fee in the amount of $[redacted] was credited.
It is never Cincinnati Bell’s intention to dissatisfy our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.
I had my previous phone over a year and normally am able to get a discounted upgrade without a contract. That is what I had believed I was doing. You employee clearly didn't care and did not explain anything. I have upgraded my phone multiple times without a contract. You employee slipped me into one. I was simply trying to get an upgrade like I had previously many times.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
October 8, 2014
[redacted]
[redacted]
[redacted]
RE: Fioptics – [redacted]
Cincinnati Bell is responding to the rebuttal that you filed with the Revdex.com concerning your fioptics account.
After reviewing the account further and contacting our repair group. Cincinnati Bell has credited your account for the outages and no other credits are due to you at this time.
I understand there was a misunderstanding with one of our supervisors at your premise. I can assure you this was a misunderstanding our supervisors and techs are trained to offer excellent customer service and this particular supervisor has an excellent rating with our customers.
The supervisor advised [redacted] to leave his number in case there are further issues.
This was all a misunderstanding and we will note your concerns that you do not wish to have this supervisor at your residence.
Our Technical Support Group is outsourced, keep in mind that Cincinnati Bell made a corporate decision to outsource the call center. All call center employees working on behalf of Cincinnati Bell are given the resources and training required to resolve customer issues.
I have had my supervisor listen to the call; I can assure you that a Cincinnati Bell Representative would never hang up on a customer on purpose.
It is never Cincinnati Bell’s intention to dissatisfy our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
Cincinnati Bell considers this complaint closed.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Again they aren't addressing the issued. I went into their center inside the mall and cancelled most of the service back in late may-early june. where is that record. They are saying I cancelled in August. I called about the $[redacted] bill in august. Representative said I should not have gotten that bill and he told me he saw where I cancelled the phone and features and to disregard that bill. Now I get same bill from collections. Cincinnati Bell records are not correct. Why are they telling me two different things.
October 15, 2014
[redacted]
Re: [redacted]
Dear [redacted],
Cincinnati Bell does apologize for your technical issues. A repair supervisor issued a credit for $[redacted] today. This will reflect on your online account within 2 business days.
It is never Cincinnati Bell’s intention to upset or frustrate our customers and we apologize again for the outage.
Cincinnati Bell considers this complaint closed.
Sincerely,
[redacted]
Customer Care
Cincinnati Bell
September 11, 2014
[redacted]
[redacted]
[redacted]
RE: Cincinnati Bell Wireless Account # [redacted] deposit refund
I am responding to the complaint that you filed with the Revdex.com concerning your Cincinnati Bell Wireless deposit refund.
After reviewing the...
account further and checking with the accounting department. I am being told that the refunds checks are being mailed the beginning of next week.
You should have your check within 5 to 7 business days.
It is never Cincinnati Bell’s intention to dissatisfy our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
September 30, 2014
[redacted]
RE: [redacted]
Cincinnati Bell is responding to the rebuttal that was filed with the Revdex.com concerning your parents account.
After reviewing the account I have some information that will help in the porting process. The company that is porting the number out has not sent the correct LSR. Cincinnati Bell has rejected it once for the local service free that has since been removed and now for the 3 digit customer code. The code changed when the customer placed a move order.
The correct code is [redacted] it was ([redacted])
Once the company sends in a new LSR with the correct code ([redacted]) the port order will be completed.
Once again I apologize and please know that it is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell, I apologize if we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
August 26, 2014
Mrs. [redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I researched your parents’ account and found that the only product under a contract was [redacted]. It looks like this was...
requested to be added last September. The contract for it was scheduled to expire on 9/9/2014.
Per the notes on the account you called in yesterday to disconnect the service. The disconnect order that was placed will complete today. Since there was only one month left in the agreement the termination fee that will be billed is $[redacted] (price of one month of the product).
Under the circumstances I agree with you that this should be waived. Technically I can’t issue a credit for the termination fee before the bill is printed, but since this fee is only going to be the price of one month of [redacted] I have issued a credit on the current bill. With taxes the credit amount is $[redacted].
The final bill is going to be mailed to your address as was requested yesterday.
It is never Cincinnati Bell’s intention to confuse or upset our customers. On behalf of Cincinnati Bell I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Agent
Cincinnati Bell Telephone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not...
resolve my complaint. For your reference, details of the offer I reviewed appear below.
They requested more information to process the complaint. The account number they need is [redacted].
Regards,
[redacted]
September 23, 2014
[redacted]
[redacted]
[redacted]
RE: Fioptics Account – [redacted]
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your...
account.
In reviewing your account I have found that the complaint was previously handled by the Media Relations group here at Cincinnati Bell.
You currently have a .00 balance on your account.
Please return the equipment to a Cincinnati Bell Retail Store so you are not charged the equipment fee. This includes your set top box and remote control. Cincinnati Bell will not come out and remove the equipment.
It is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
Cincinnati Bell is considering this complaint to be resolved.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
September 23, 2014
What is the Cincinnati Bell Telephone # or your email address with Cincinnati Bell and I will be glad to assist you.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
September 11, 2014
[redacted]
[redacted]
[redacted]
RE: Fioptics Account # [redacted]
Cincinnati Bell is responding to the complaint that was filed with the Revdex.com concerning the Fioptics account.
In reviewing your account, I have...
found that you called in on August 28th to discuss the account and what the new rates would be when the promotions expired.
I apologize that you were not given the information that you requested and I apologize that the callbacks that you had requested were not made.
I am forwarding this complaint on to our call center supervisor for training and development purposes. The type of customer service you received is not acceptable and will be addressed.
I was able to backdate your disconnect order ([redacted]) dated for September 11th to September 2nd the bill date so that you are not charged the full month of service.
Please return your equipment to a local Cincinnati Bell Store so that you are not charged the modem fee.
It is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I guess they would view it as being resolved since I'm the one they are screwing over. I am just another dissatisfied consumer of theirs....thank you Revdex.com for listening.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
This does not resolve the issue on what my monthly bill should look like. It only addresses the November bill , as I read the resolution.
Regards,
[redacted]
September 3, 2014
Mrs. [redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com rebuttal.
I have reviewed the notes on your account and for the products that you have the offer of $[redacted] per month before taxes and surcharges is the lowest price Cincinnati Bell can give.
The discounts you received previously were one year introductory promotions. These same discounts are no longer available to give.
The retention offer is still available to you if you change your mind and decide to keep the service. Please contact [redacted] for further assistance.
[redacted]
Executive Care Agent
Cincinnati Bell Telephone
September 29, 2014
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your complaint that you filed with the Revdex.com concerning a Pay Per View billing issue.
I have reviewed the notes on the account, we replied to you in a...
separate Revdex.com Complaint on May 27th, 2014 regarding this matter. Our response was as follows:
Cincinnati Bell had an outage specifically on that PPV show. Checking your account no charges were added; due to the MMA fight. If charges appear please call [redacted], and we will issue an adjustment.
After reviewing the records you were not charged for the MMA Fight in May. Cincinnati Bell would have gladly adjusted the charges for the fight if you were charged.
We are not able to adjust the charges for the current PPV event that you watched it is listed below:
Sep 13 [redacted] 2 H �...⇄ $[redacted]
I apologize for any miscommunication that you may have had.
It is never Cincinnati Bell’s intention to dissatisfy our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
September 5, 2014
[redacted]
[redacted]
[redacted]
RE: Cincinnati Bell Wireless Account # [redacted]
Cincinnati Bell is responding to the complaint that was filed with the Revdex.com concerning the full monthly billing for wireless service when disconnecting mid...
bill cycle.
The monthly charge for the service will not be prorated for the final partial month of service. The full monthly fee does apply.
In reviewing your account, I have found that your late fee in the amount of $[redacted] was credited.
It is never Cincinnati Bell’s intention to dissatisfy our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.
I had my previous phone over a year and normally am able to get a discounted upgrade without a contract. That is what I had believed I was doing. You employee clearly didn't care and did not explain anything. I have upgraded my phone multiple times without a contract. You employee slipped me into one. I was simply trying to get an upgrade like I had previously many times.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I need the account # or billing telephone # to respond to the complaint.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]