Star Office Supply

The customer contacted Cincinnati Bell on 12/3/15 and wanted to eliminate the fax line. It was communicated the service was under contract and there would be an early termination fee. There is no record of communication since 12/3/15.

August 13, 2015
 
 
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your RevDex.com complaint.
 
Upon reviewing your concerns I consulted with one of...

our
Field Sales supervisors named Drew. Drew has tried to contact you concerning
your wiring requests. He left a voicemail on the contact number ###-###-####.
 
Please return his phone call and he will be happy to work
this matter out with you and get a wiring appointment scheduled. You can reach
Drew at ###-###-####.
 
It is never Cincinnati Bell’s intention to mislead or
frustrate our customers. On behalf of Cincinnati Bell I apologize if you feel
we have done so in this matter.
 
Tina
Executive Care Agent
Cincinnati Bell Telephone

I have attached the form that needs filled out and faxed to ###-###-####.

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. 
They have not resolved the issue that is caused by their equipment that I pay for. The soundbar works with every other device in my house except the cable box. Since the issue resides in their equipment, they need to fix it free of charge. 
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.  The company outright states in their response that they do not offer third party information, yet when I asked them a question I was given an answer that was a lie. Telling me that the service would not be able to be restored even with the payment would have been the more ethical thing to do, or telling me that I should have the actual customer whose name is on the account contact them first to give them the information would have been better. However I was told by both the representative when I asked her that the service would be turned back on. My friend confirmed this when he told me that the payment needed to be submitted by the day that I did for them to turn the service back on. This did not happen and they were forced to open the new account and pay the new fees to set up a new service with the same company they have been doing business with. If my friend were to contact the company about this as they asked in their response, they will most likely get the same answer that they just gave me, that they do not give out information to third parties, when clearly on the phone you can hear me ask the question about the service being restored and the response by the representative being a yes and the time frame that it would be restored.
Regards,
[redacted]

October 19, 2015
[redacted]l
[redacted]
RE: CBT Account# ###-###-####, [redacted]
Cincinnati Bell is responding to the rebuttal that you
filed with the Revdex.com concerning a $100 credit for referring a
customer.
In reviewing the notes on the account and after talking
to the sales representative we have determined that a $100.00 credit was not
offered and will not be applied. 
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 closing this complaint and no credits
will be issued.
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.     Just to let you know, they still have not taken care of my cable. It still cuts in and out. They have not done anything but keep charging me for crappy service. In which I feel I should not have to pay for because I have dealt with their terrible service for over 14 months. Thank you  
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.
Once again this does  not resolve my problem. When I signed up for the service I was under the impression that I signed up for a month to month service so once my service cut off during that first month considering it was "month to month" why would there be continuous service with non payment? When I called in to Cincinnati Bell it was not to cancel the account but it was to inquire about why I was still getting charged for an account that I was under the impression, was already canceled out bc of my inactive service after that first month. Yes, I do still  have the equipment still which would make more sense to me if you guys were charging me for the devices until they were returned instead. But, just like I informed the customer service representative, well all 12 of them that I spoke to ( which is very unprofessional) that I will pay for the service for the ONE month that I had it but I will NOT pay for service that I did NOT use after ONE month and I will also be dropping off the equipment today & the account will be cancelled like I thought it was before! And unfortunately I will have to find Internet service elsewhere along with my mother and sister who were planning to each get service next week will too considering business with Cincinnati Bell has turned out to be a nightmare.
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.Cincinnati Bell's response that there is no outstanding balance for a long distance account is inaccurate. Please see the attached statements. They also contain notes that can be found within Cincinnati Bell's system as far back as February 4, 2016 that the account was processed not to bill and the amount due was to be credited. I called again today and spoke with Cincinnati Bell customer service representative, JR, who also easily accessed the account (acct. #6145103) and said there is an amount due of $18.52. To resolve this issue, please attach a zero balance (amount due) statement for account number [redacted] to this complaint. 
Regards,
[redacted]

I have attached the Terms & Conditions for each product listed on the contract.

The original contract was agreed upon in October 2011 for 2 years at $34.99. The contract expired in October 2013 and went to our normal monthly pricing. The customer called in August 2014 questioning the increase. We offered a new contract pricing of $39.99 which was not agreed upon by the...

customer. We need a contract to give discounted pricing and can offer the $39.99 if the customer would like.

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.  Cincinnati Bell has not answered any of my questions. I asked for a month to month break down of my bill, and for proper adjustments
I am not ignorant when it comes to internet. I fully understand that we get "up to 30 mbps. However, .4 mbps is absolutely not acceptable. Incorrect billing is not acceptable, and they way I am treated as a customer is not acceptable. You must provide me with a solution, not an excuse. I do not accept your response as it is nothing but an excuse as to why you are not obligated to provide me with services I pay for. In addition to that, I spoke with a woman just yesterday that said she could upgrade my internet speed to accommodate the slow internet we've been receiving for the last several weeks. Therefore I do not believe that you are unable to provide me with a faster speed if I wanted it, which I do not. You have only addressed one part of my complaint. I also made it quite clear that I want a breakdown of every charge I have received vs. the amount I should be paying. Please respond with answers to all of my questions, not just the one that can be explained away. 
Regards,
[redacted]

Dear [redacted],I received your letter dated 11/9/16 today, in which you requested documentation of my lack of use of the wiring placed in my office building by Cincinnati Bell.  I am attaching a portion of a recent bill for my business line, from [redacted], who now services this line.  Due to the actions (and inactions) of Cincinnati Bell, I was forced to convert my business line to cell phone service, which does not require this wiring.Please note that Cincinnati Bell continues to harass me regarding the bill for this wiring.  Their most recent call being this morning.Thanks again, for your assistance.  I look forward to hearing from you.Sincerely,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] *
[redacted]###-###-####[redacted]

February 23, 2015
[redacted]
 
Re:[redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your account..Cincinnati Bell’s Regulatory department is handling this complaint. Cincinnati Bell is currently researching your complaint...

and will respond to the [redacted].
 
It is never Cincinnati Bell Wireless’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell Wireless, I apologize if you feel we have done so in this matter.
 
 
 
Sincerely,
 
[redacted]
Executive Care
Cincinnati Bell

I have referred this to the [redacted] department and they are going to be mailing you a [redacted] form. Once they get it back they can add the [redacted] discount. [redacted] is a regulated program and all of the documents have to be in the system in order for you to qualify. Once you send the document back...

give them a week and call ###-###-####.

Dear [redacted],Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding the charges on your account.   After investigation into the issue, I did find that the order to remove television service from your account was placed on 10/07/16, but...

the order was pushed out to 11/10/16 for completion for some reason. Based on the notes on the account, I cannot decipher why the order was pushed so far out.  Since the order was not posted promptly, another bill generated with television service on it.  You called in to dispute these charges on 11/19/16, however, and we did provide you credits for the television service on the billing cycle of 10/29/16-11/28/16 in the amount of $120.28. This covered all of the television charges for that billing cycle. Before these charges were erroneously billed to you, you called in on 10/26/16 to dispute the charges for television on your September bill (09/29/16-10/28/16). The charges for television on this bill were valid; you did not place an order to cancel the television service until 10/07/16, and even if it had posted more promptly after the order was placed, it is Cincinnati Bell’s policy to not pro-rate charges for television service when it is removed from a customer’s account. This means that any charges on your September bill were valid and not in need of credit. Despite this policy and the status of your bill at the time, a representative still processed credits for you in the amount of $85.68. The television service has since fully been removed from your account, and you should no longer see charges for it moving forward. The representative that placed your television disconnect order will receive coaching about processing orders properly. Due to the credits placed on your September bill, we will not be processing any further credits on your account. 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.Josh Executive Care Representative Cincinnati Bell Telephone

October 13, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]

Cincinnati Bell is responding to your Revdex.com rebuttal.
Cincinnati Bell must go by the original quote we have, sent to your personal email address at the point of sale, referenced in my previous response. This quote clearly states before taxes and surcharges. In addition to taxes, government regulated surcharges apply as well.
Again, your most recent bill is higher than what a typical bill will be, since you changed billing cycles. Your most recent bill includes over a month worth of services, as you changed your cycle from the 28th to the 7th, on the 28th of September. In my previous response I provided a breakdown of all of your service charges prior to taxes and surcharges. If your sales representative is offering to rerate your services or provide any additional credits this would need to be worked out through that representative, as all current charges appear to be valid.

Cincinnati Bell considers this matter resolved.
Megan
Executive Care Center
Cincinnati Bell Telephone

February 10, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your Ohio Attorney
General complaint received through the Revdex.com.
I have reviewed your account notes. When you called...

to
cancel service on February 5, 2015 you contacted our Sales and Service
department, which handles inquiries on active accounts. At the point you
contacted us on this date, your account was already suspended for non-payment.
When an account is in suspension only the Billing and Collections department
can place a disconnect order. Our representative offered to transfer you to the
correct billing department to process your request, at which point you hung up.
I will contact our Collections department and arrange for
them to place a disconnect order on your account. When service is disconnected
with Cincinnati Bell once it is in suspension status, we always credit back to
the date service was originally denied.
It is important that you return your modem and power cord
to the nearest Cincinnati Bell owned retail location within 10 days to avoid
additional charges.
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 regarding this matter.
Megan
Executive Care Center
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.
[redacted] - geez. I will pay online through [redacted] billpaper AFTER I GET A PAPER BILL. AS SOON AS PAPER BILLS START COMING THE MAIL I WILL STOP THIS .SERIOUSLY DO NOT CANCEL MY ABILITY TO PAY THROUGH [redacted] BILLPAYER. JUST SEND ME PAPER BILLS .  AND GET THE OVERDUE NOTICE OFF MY ACCT  - I AM NOT PAYING - IJUST PAID $200 AND YOU SEND ME A BILL FOR $176. WHO THE [redacted] KNOWS WHAT I OWE AT THIS POINT AND YOU OWE ME. I BILL OUT AT $300 AN HOUR. I WANT 6 MO FREE SERVICE. END OF STORY.
Regards,
[redacted]

July 21, 2015
 
 
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I have reviewed your account and it is documented you returned the set top box to the...

Cincinnati Bell Store in [redacted] on 9/24/2014. At that time an order was not placed to remove the cable service from your account.
 
An order was placed on 7/13/2015 removing the cable service and backdating the billing to 4/25/2015. This will generate a credit for service from 4/25/2015-7/13/2015 that will reflect on your bill printing 7/26/2015.
 
An additional credit of $634.48 has also been placed on your account to cover the charges for cable services for 9/24/2014-4/25/2015.
 
I have left a voice message on your home phone explaining all of this and provided my can be reached information if you have any further questions regarding these adjustments.
 
It is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell I apologize that we have done so in this matter.
 
Tina
Executive Care Agent
Cincinnati Bell Telephone