Star Office Supply

May 5,
*** *** ** ***
*** *** ***
*** ** ***
RE: ###-###-####,***
Cincinnati Bell is responding to your Revdex.com complaint regarding charges for Long Distance calls
I have reviewed your account and the call from 3/16/with the customer
service representative that offered to adjust the long distance charges and block long distance callsI apologize, the representative only adjusted a partial amount of the long distance charges and she did not place a long distance call block on your accountI have already forwarded this incident to the representative’s supervisor for coaching and training
I attempted to reach you by phone on 5/and today 5/I left a voicemail each time I calledI have adjusted the long distances charges on the last months billing statements for your accountI also had your line tested to make sure it wasn’t crossed with another customers’
There was no trouble found on your line but as I advised on the voicemail, the line test is simply a snapshot of the line at the time the test is doneThere could be an intermittent issue that is causing these charges the repair department may not have been able to see during the line test
If you experience any kind of static or interference on the line contact the Repair Department right away so a line test can be ran while the issue is occurringYou can reach Residential Repair at ###-###-####
Regarding the long distance call block, this can be added but the block is $per month and it would change your bundle causing a bill increaseIf you would like to talk about this in more detail please reach out to me directly at ###-###-####
It is never Cincinnati Bell’s intention to confuse 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

December 13,
*** *** ***
*** *** ***
*** ** ***RE: ###-###-####, ***
Cincinnati Bell is responding to your Revdex.com complaint
I have reviewed your account and I apologize you received an inaccurate quote from one of our agents and that orders
weren’t placed when you were advised they would be
As we discussed over the phone you had promotions on your home phone and internet bundle totaling $in discounts which expired on 9/12/This is what caused your bill to increase
On 10/13/you received a service upgrade on your internet which was communicated with you via a direct mailerAt this time you were receiving 30MB internet at the regular price of $You were upgraded to 100MB internet for the same $price
When the retail agent quoted you a monthly price of $before taxes and fees on 10/he made an error in stating this price would be for your home phone and 100MB internet
As previously advised your calls into customer care on 10/and 11/have been reviewedThe agent who quoted you $per month for stand-alone 100MB internet didn’t process the orderFor that I apologize and I will forward this incident to the agent’s supervisor for further review and coaching
As advised over the phone I have processed order ***Your new monthly service fee will be $before taxes and feesThis pricing is good for monthsI also backdated this order to 10/20/which was the day you spoke to the retail agent and called into customer care the first time
I will be following up with your next bill which should print on 1/4/I will contact you once that bill is available for viewing, and if any other adjustments need to be made we will settle them then
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 ***, and have determined that this does not resolve my complaint The complaint is not in reference to ** *** at *** *** ** for phone number *** Perhaps Cincinnati Bell would like to address my speed issue regarding my account I gave my account number in the complaint but allow me to give it here again since the business cannot keep straight what account my complaint is even about Account * *** ***
Regards,
*** ***

***,
You are eligible for fiber at this timePlease call ###-###-#### at your earliest convenience to have order placed to upgrade to fiber
Cincinnati Bell is committed to providing our customers with outstanding serviceWe apologize for any inconvenience we’ve caused you, and appreciate the opportunity to better serve you going forward
Thanks,
Executive Care
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
MESSAGE FROM BUSINESS:
November 3,
*** ***
*** *** ***
*** *** ** ***
*** *** ***
Dear *** ***,
This is in response to your rebuttal. Cincinnati Bell has backdated your order as stated previouslyYou will see the appropriate credits on your November billI can mail you another copy of your October bill but it will not have any changes on the bill
Cincinnati Bell does apologize for your poor experienceCincinnati Bell does not compensate for time loss
Cincinnati Bell considers this complaint closed
Sincerely,
***
Customer Care
Cincinnati Bell
I asked for Cincinnati Bell to correct their invoicing before asking me to pay an incorrect invoice I cannot be assured the new invoice will be correct based on previous mistakes from Cincinnati Bell in regards to this issue It is unacceptable for Cincinnati Bell to ask me to pay an incorrect invoice I will pay the October invoice once it is corrected, and I will not pay any late fees based on Cincinnati Bell's refusal to provide a correct invoice prior to the due date of the October invoice
Cincinnati Bell did not answer my question as to why Cincinnati Bell representatives refused to back date the correction to my October invoice, but*** was able to do this once I contacted Revdex.com
I am deeply disappointed in the total lack of courtesy and respect Cincinnati Bell has directed to me in this issue, allowing me to waste more and more of my time due to Cincinnati Bell representative mistakes and incompetence I cannot understand how Revdex.com still can continue to give Cincinnati Bell an A+ rating with the ever increasing negative customer complaints
Regards,
*** ***

In order for me to resolve this complaintI need the social security # for the account that was sent to collections in order to find the accountI have not been able to locate the account
Thanks,
Executive Care
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint The information regarding the long distance service as outlined in the response by Cincinnati Bell is completely inaccuate and untruthful The long distance service was canceled in 2015, not The continuing incompetence of this company is unbelievable I have documentation supporting this but so does Cincinnati Bell and the numerous representations I have talked to since June of The attempt to deflect attention from the true problem by bringing up an internet account that has absolutely nothing to do with the long distance account is pathetic at best It's paid in full so please fix the actual problem!The amount of time (over months) I've spent trying to get this resolved to only get a reply filled with lies to make Cincinnati Bell look better is extremely unacceptable.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** ***

January 9,
*** ***
*** *** ***
*** ** ***
RE: CBT Account #***
*** *** is responding to the complaint that you filed with the Revdex.com regarding The Contract Buyout Offer
Our policy is to pay up to
$for termination charges when a consumer switches over to our product from a competitor.
I have reviewed the notes on your account and I do not see any where that we told you we would cover all of your termination fees. We reimburse up to $that is our policy and we are not able to reimburse any additional term fees over $100.00.
It is never *** ***’s intention to upset or frustrate our customers. On behalf of *** ***, I apologize if you feel we have done so in this matter
***
Executive Care Representative
*** *** Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint Cinbell response: You called into the residential call center on 01-19-and removed the local service freezeIf your new provider attempted to port out your number prior to this date it would have been rejectedThis freeze prevents you from being switched to another provider without your consentThis service is only added at the customer’s requestYou have had the local service freeze on your account for many yearsCincinnati Bell cannot remove or add the local service freezeThe customer is the only person that can add or remove the freeze.My opinion: I don't remember putting a "local service freeze" on my phone acctI'm not saying that I didn't but this was never explained to me until now and I don't understand why after talking to at least four customer service agents over a period of to weeks that it took a Revdex.com complaint to get the details of what happened during the phone number port. Cinbell response: Your new provider sent the order to port out your landline on 01-26-and was scheduled for 01-29-This order completed in our system on 02-03-Until this date your account is frozen and no orders can be placed at that time.My experience: I called cinbell customer service on 01-30-and asked if my land line had been cancelled now that the port was completed on 1-29-(when my cell phone number actuall changed to *** *** *** and the cell phone company sent me a confirmation email)I was told that cinbell was waiting for confirmation from the new cell phone company that the port was completeAddtionally I was told that this wouuld take to 10 more days to complete in the cinbell system once that they got the confirmation and that my acct was frozen and no changes could be made to the acct until that happened. I called cinbell customer support again on Monday 2-2-and talked to yet another person who gave me the same story and re-iterated the to day processing time.My conclusion was that all these delays and the "frozen account" were intentional actions to keep me paying for phone and cable tv service I no longer wantedI figured if I wait another to days and called customer service again there would be yet another excuse to keep my account "frozen"That drove my decision to ask for help from the Revdex.comBy the way, if the port completed in your system on 2-3-is there any reason customer service couldn't have contacted me to let me know??Cinbell response: 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 matterMy response: While I appreciate the apology, this has been a very frustrating experience for meI know I'm not alone after reading a story about broken phone service in this past Sunday's *** ***Their story and mine have one thing in commonCinbell customer service is slow to respondThey give you answers but not a clear explanation of what has to happen
Regards,
*** ***

Cincinnati Bell was able to offer a sooner due date and customer has chosen to keep current due date 9-9-which is our earliest Saturday appointment availableI will follow up and make sure that the service is installed and will follow up on the billingUntil the fiber is installed there is no way to upgrade the speed
Thanks,
Executive Care Representative
Cincinnati Bell Telephone

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I contacted the business and told them to cancel the contract during the day cancellation period but the contract was auto renewed instead.
Regards,
*** ***

August 2,
*** ***
*** *** ***
*** *** *** ***
RE: ***
Cincinnati Bell is responding to the complaint you filed with the Revdex.com concerning the proration of our Video service when cancelling mid cycle
I apologize if you were
misinformed about receiving a credit when cancelling the Video mid cyclePer Cincinnati Bell’s Terms & Conditions, we do not prorate our Video or Internet if cancelling mid cycle
All of our representatives are trained to relay this information to customers when cancellingOn behalf of Cincinnati Bell, I apologize if this did not happen
I have forwarded this information on for training and development purposes
I spoke to the store manager and asked that he credit your account for the number of days left in your bill cycleHe said that he issued a credit of $Your account currently shows a credit balance of $5.25CR
It is never Cincinnati Bell’s intention to mislead our customers in any wayI apologize if you feel we have done so in this matter
In the future, we hope to provide you with the customer service you have grown to expect from Cincinnati Bell Telephone
Sue
Executive Care Agent
Cincinnati Bell Telephone

April 13,
*** *** ***
*** *** ***
*** ** ***
RE: ###-###-####,***
Cincinnati Bell is responding to your Revdex.com complaint
As I advised over the phone I have adjusted your account in full and the
balance due is now $
Per your request I am also sending verification of this to you through the mail
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
***
Executive Care Agent
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I would like to reopen my complaint regarding Cincinnati BellMy bill is still not correct and I was told I would be contacted when the billing took place that has not happened eitherMy complaint number is ***Please let me know if more information is needed. Regards,
*** ***

The original credit on the account was $There was an error inputting the additional amount on the accountThe correct credit for service is $as shown on the August invoiceThere were no additional credits warranted on the account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
I would like for Cincinnati Bell to quit harassing me with automated phone calls regarding a cancelled account. This unnecessary treatment does not support their claims of providing superior customer support
Regards,
*** ***

Cincinnati Bell has no new information to submit regarding this matterAll issues have been addressed with customer (see below)*** *** is welcome to contact our office if he has any questionsThank you. RhondaCincinnati Bell Executive Office Date Sent: 6/29/2:09:PM June 29, 2015*** *** *** ***Hamilton OH 45011 Re: ###-###-####, *** Dear *** ***, This is in response to your rebuttalYou placed an order to add a landline in January Your landline order was completed on 01-17-Cincinnati Bell’s records indicate one phone call to repair concerning your landline not working on 01-19-15.The notes indicate that you would check your phone equipment and SNI and callback to our Repair group if neededCincinnati Bell does not show any others calls concerning your landline not workingOur records indicate that you called once in February and several times in June to question your billsAnother call in May to question your internet speeds. Your promotional rate that was added in January was for *** television and home phone onlyThe other promotions were a month promotion from when you started service in May These promotions ended on 05-31-This has been explained to you by several representatives. The promotions that ended were on Showtime, HBO, DVR, Set top boxes, sports tier, modem fee and internet. Cincinnati Bell does not guarantee internet speedsThis is in our terms and conditions. Service SpeedZoomTown 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). Cincinnati Bell will mail you a final bill with 2-weeks. If you have any question on the final bill please call our final bill group at ###-###-####. Cincinnati Bell considers this complaint closed. Sincerely, RhondaExecutive CareCincinnati Bell Date Sent: 6/10/12:03:PM June 10, 2015*** *** *** ***Hamilton OH 45011 Re: ###-###-####, *** Dear *** ***, Cincinnati Bell has reviewed your accountYou had a limited promotional price that endedYou have since cancelled all services with Cincinnati Bell and ported out to another provider. Cincinnati Bell’s records do not indicate any orders to install a phone lineThere was a pending order for 06-08-to remove the landline that was cancelled by youThe notes state that you changed your mind. If you would like to switch back to Cincinnati Bell please call our sales office at ###-###-####. 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. Sincerely, RhondaExecutive CareCincinnati Bell

March 2,
*** ***
*** *** *** **
*** ** ***
RE: *** ***
Dear *** ***,
This letter is in response to the rebuttal that you filed with the
Revdex.com regarding the bill for $8.95
That was a late fee that I have waived and there is no balance
owed to Cincinnati Bell.
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