Star Office Supply

January 25, [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com rebuttal I apologize if there are different emails you have found to be missing from your webmail inboxPer our records [redacted] was able to locate the emails you previously submitted as missing and they were indeed delivered to your inboxIf you are reporting different missing emails you will need to reach out to Technical Support and provide them with the dates, times, and email addresses they were sent from in order for [redacted] to launch a 2nd investigationIf these emails were somehow deleted previously when you were having password issues it is very unlikely they will be able to retrieve them Per the notes on your account your internet security has already been activated and as a courtesy you are receiving it free for monthsThere is no record of a call into Care to report any internet or security issues since it was added to the account and you were walked through the setupIf you are having issues you must reach out to Technical Support to troubleshootYou can reach Technical Support by calling ###-###-#### As previously stated a courtesy credit has already been applied to your accountNo further credits are applicable at this time since your internet and complimentary email services are working Cincinnati Bell is closing this complaint with the Revdex.com Tina Executive Care Agent Cincinnati Bell Telephone

November 4, [redacted] *** [redacted] RE: [redacted] Cincinnati Bell has never offered a promotion for $for 30MB internet service.Our current promotion is $for monthsCincinnati Bell considers this to be closed and will not respond to any additional rebuttals SueExecutive Care AgentCincinnati Bell Telephone

May 11, [redacted] RE: CBW account # [redacted] I am responding to the Revdex.com complaint that was filed regarding issues with your credit report After reviewing the notes on the account I can see, we settled with [redacted] and adjusted $in February of this year According to our records this should be on the credit report if we settled However, we have sent an email to [redacted] asking if we can remove this from the credit report It usually takes days to see if we can have this removed 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 Office Cincinnati Bell Telephone

March 28, [redacted] Cincinnati, Oh RE: ###-###-#### Cincinnati Bell is responding to the complaint that you filed with the Revdex.com of Ohio concerning your Final Bill In reviewing your account, I found that the Bill dated February 17th in the amount of $was not paid Your number was not ported out until 03-10-You were billed up to 03-07- The Final bill had late fees which I removed The Long Distance charge of $was for service from 02-05-up to 03-05- Cincinnati Bell bills the long distance one month in arrears I made adjustments today in the amount of $ The balance owing on the final bill at this time is $ It is never Cincinnati Bell’s intention to upset our customers in any way On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter Sue Executive Care Agent Cincinnati Bell Telephone

The Account Manager spoke with the customer on 3/A repair technician resolved this issue on 3/

February 25, [redacted] [redacted] ** [redacted] ** [redacted] RE: Fioptics Account# [redacted] Cincinnati Bell is responding to the 2ND rebuttal that was filed with the Revdex.com concerning the Fioptics Account Cincinnati Bell has credited your account for the difference in the pricing for the internet speed You have been sent a breakdown of your bill You currently owe $If you would like to make a payment please call ###-###-#### Cincinnati Bell has resolved this complaint to the best of our ability We will not be responding to any additional rebuttals Cincinnati Bell is asking the Revdex.com to close this complaint 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 Melissa Executive Care Representative Cincinnati Bell Telephone

Revdex.com: Cinncinnati bell has not issued me a paper bill since the day I filed the complaintIn fact they issued me an online bill again (NOT EBILL) I have been asking for OVER A YEAR I NEED A PAPER BILL THIS IS NOT DIFFICULT I EXPECT A PAPER BILL MONTHLY TO MY ADDRESS [redacted] ***, *** I EXPECT FREE SERVICE UNTIL THEY CAN MAIL ME A PAPER BILL IN THE MAIL Regards, [redacted]

February 9, [redacted] RE: [redacted] Dear [redacted] , Cincinnati Bell has reviewed your accountCincinnati Bell does apologize for your poor experienceWe appreciate your feedback and use this feedback for coaching and training purposes Our records indicate that a credit was applied on 02-04-for $which zeroed out your billA representative placed an order on the same day to correct your ratesYour new bill should be $+ taxes, fees and surchargesUnfortunately, Cincinnati Bell does not compensate for time loss It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell, I apologize again for your poor experience Sincerely, [redacted] Customer Care Cincinnati Bell

I have sent the customer copies of the last bills she received for this account to her email address provided in the complaintI advised her of this in my response to her first rebuttalI also provided her the contact info for [redacted] (###-###-#### and Cincinnati Bell’s Final Bill Department ###-###-#### in my responsesI have explained numerous times that it is Cincinnati Bell’s right to collect on final bills by use of an outside collection agencyShe has called our Collections group regarding this account as well while this complaint has been workedShe has been advised by these reps as well that the account will not be pulled from the outside collection agency since the charges are validShe has the option to pay either [redacted] or Cincinnati Bell by contacting the provided #’sThanks, *** Executive Care RepresentativeCincinnati Bell's Executive Office

Dear [redacted] , Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your accountAfter looking into the orders on your address, I was able to see that you were erroneously charged two separate deposits for Internet serviceI have processed a refund of the deposit for service that was not activated ($50), and you should see that refunded to the credit card used to pay the deposit within the next 6-business days I looked into your previous account that is now under your ex-wife’s name; it appears that she called us on 01/09/to switch the account to her name and Social Security NumberShe was able to fully verify your information on the account over the phone, and so the representative processed the orderUnfortunately, this representative did not follow up on this verification by actually speaking to you directlyI will be sending a message to this representative’s supervisor for coaching to prevent this moving forwardI do see notes on the account indicating that a representative advised you on 03/31/to go to a retail store to re-claim the account by showing ID in person, but it doesn’t appear that you were able to do soAt this point, since you have new service at a different address and the old account is now under your ex-wife’s name and Social Security Number, it is effectively out of your hands and should not have any effect on you or your credit moving forward It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter Thank you for your business! Josh 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 Regards, [redacted] ***Problem: Cincinnati bell continued to sabotage my Internet in retaliation for Revdex.com complaints filedOR Cincinnati bell sells a defective product that does not workThey charge me an [redacted] ton more money for this new fancy fioptics but can't keep it on and workingTechs have been to my house multiple times, replaced lines coming in, replaced modems, replaced everything and yet I still wake up and have no Internet on a regular basisTech support refuses to assist and hangs up on me after multiple transfersIf Cincinnati bell doesn't want upset customers they shouldn't charge hundreds and hundreds of dollars for a service they can't keep working.I want to switch to another internet company and I want a refund of the last year's Internet charges since it didn't work most of the time

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]

August 21, [redacted] RE: [redacted] Cincinnati Bell is responding to your Better Business Bureau complaint I have reviewed your account and per our records your original move order had an install date of 8/1/On 7/30/one of our order support representatives attempted to contact you regarding the previous resident’s service not yet being cancelled Your order was rescheduled for install on 8/9/and your bill was adjusted on 9/24/to give you a free month of service for your issues In January one of your set top boxes was swapped out and the order for this exchange was written incorrectlyA new box was added to your account but the old box was not removedThis is why you began seeing a charge for a 5th set top box beginning on the 2/7/billing statement The charge for the unreturned set top box has already been removed from your accountI have also adjusted your bill for the months you were charged the $per month set top box fee for a 5th box This was an error on our end and for that I apologize The balance on this account is now -$A refund check in this amount will be mailed to you within 7-business days Other than the exchange of set top boxes there were no other service issues or outages reported on this accountTherefore no further service credits are applicable It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell I apologize that we have done so in this matter Tina 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 I find it hard to believe that Cincinnati Bell's accounting is so bad that random credits are issued incorrectly But then this issue began with accounting problems that date back over a year The most recent invoice (attached) I have indicates a credit of $ I received a check for $ If the situation was reversed, I doubt that Cincinnati Bell would forgive the remaining $9.03! I know this is a small amount, but I have a fiduciary responsibility as an officer of the company I am appalled at the process of that I have had to go through since June just to collect this over payment! Regards, [redacted] ***

February 24, RE: ###-###-####, [redacted] Cincinnati Bell is responding to your Better Business Bureau Complaint Our records indicate that both emails [redacted] and [redacted] were suspended on July 22, for non-usageYour email was inactive for over daysCincinnati Bell temporarily suspended your email and marked it for deletion days from the original suspension dateCustomers have the option to activate the email by resetting their password and logging back inYou can prevent suspension by signing in to your account at least once in monthsIt appears that your email was permanently deleted days after it was suspended Due to the fact that your email had been disconnected since July, and we were not notified until December 22, we are unable to retrieve your folders and contactsI personally reached out to our Technical Support department to confirmIt is with regret that they advised that this information has been permanently deleted, due to the amount of time that had passedIt is strongly recommended that when an email address is in the process of being suspended due to non-usage you respond to our notifications in a timely manner to avoid losing your email It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell I apologize if we have done so regarding this matter Megan Executive Care Center Cincinnati Bell Telephone

Per my conversation today with [redacted] I have agreed to waive the final bill and if there is a refund it will be mailed to her new address in **Customer has my name and # if she has any additional issues Melissa Executive Care Representative Cincinnati Bell Telephone

November 3, [redacted] *** [redacted] ** [redacted] RE: [redacted] Cincinnati Bell is responding to the complaint filed with the Revdex.com concerning your Zoomtown speeds I have again forwarded your concerns to our engineering department for review Cincinnati Bell is aware of the congestion problem that occurs in the evenings when everyone is on their computers Cincinnati Bell will not be upgrading the copper lines at your location since we are in the process of replacing the lines with FiOptic lines Per our engineering department, Cincinnati Bell will be upgrading your area with FiOptic lines in the first quarter of You will be notified at the time of the upgrade Again, I apologize for the inconvenience Sue Executive Care Agent Cincinnati Bell Telephone

May 9, [redacted] RE: [redacted] Dear [redacted] , This letter is in response to the rebuttal that you filed with the Revdex.com Cincinnati Bell does not guarantee the speed of the internet please see our terms and conditions below: Service Speed ZoomTown and Fioptics Services come in a variety of speedsThe availability of some service speeds may depend on the location of facilities in your neighborhood and on your streetNot all service speeds are available in all areasCincinnati Bell does not guarantee that the Service, Equipment, or other equipment authorized by Cincinnati Bell for use in connection with the Service will perform at a particular speed, bandwidth, or data throughput rate, or will be uninterrupted, error-free, secure, or free of viruses, worms, disabling code or conditions, or the likeThe speed measurement advertised by Cincinnati Bell refers to the Internet access speed provisioned to a subscriber on a per-line and not a per-device basisThe actual speed realized by the subscriber may vary based on a variety of factors including, but not limited to: the capabilities or limitations of the customer’s computer, network, or other device; the number of computers or other devices in use in the customer’s home network; concurrent use of Internet access and a TV video on demand service, which consumes Internet access bandwidth; the means of connecting to the Cincinnati Bell network (e.g., the condition of the home’s inside wiring or the type and condition of WiFi router); the distance of the home from the Cincinnati Bell broadband network aggregation point or the type of Cincinnati Bell network facilities present in a given location; network congestion; and the performance of the content and application providers the consumer is accessing, as well as the performance of their respective host network(s) According to our records you were opted in to the [redacted] discount 5-6-In can take up to two billing cycles to see the discount on your account The phone number [redacted] was sent to [redacted] for [redacted] on 05/06/using [redacted] Account Number [redacted] It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter Melissa 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 The original complaint wasn't read by Cinti Bell the lines are still down The property is [redacted] *** Regards, Mary Van Cleave

February 10, [redacted] , [redacted] RE: CBW ACCOUNT# [redacted] Cincinnati Bell is responding to the rebuttal that was filed with the Revdex.com concerning your wireless past due account According to our records the balances that we billed and the payments are correct I have checked with accounting and there are no payments for this account other than the payments I referred to on the Revdex.com response If you have copies from your financial institution we will be glad to do a payment investigation You are going to need to provide front and back copies of checks or bank statements showing payments that you say were made We have no way to do a payment search without that information The charges are correct you had a past due balance before you cancelled The past due amount needs to be paid this was for services that were rendered to you The charges that were never paid are for the dates of 8-21-to 9-20- Cincinnati Bell is showing that you do owe this amount and we stand behind that decision and collection activity will continue unless you are able to show us copies of payments that were made [redacted] Bell considers this complaint closed and balances due as billed It is never [redacted] 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 [redacted] Bell Telephone