Star Office Supply

January 19, 2016
[redacted]
[redacted]
[redacted]
                                        ...⇄
RE: CBT Account –
###-###-####, [redacted]
Cincinnati Bell is
responding to the rebuttal that was filed with the Revdex.com
regarding the repair credit request.
After reviewing the notes
on the account the repair issue was called in on 1-11-16 and CBT repaired the
issue on 1-15-16.
I requested a repair
credit for outage for the line from 1-11-16 to 1-15-16. That credit of $17.60 has been applied to the
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.
Cincinnati Bell considers
this complaint resolved and closed.
Melissa
Executive Care
Representative
Cincinnati Bell Telephone

July 1, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Cincinnati Bell has investigated your account regarding the issues listed in your Revdex.com complaint. After reviewing the calls, it appears an agent offered to adjust $188.45 for your April bill, as a courtesy. This was in addition to the $122.97 in courtesy credits you were given in April, regarding your March bill. This adjustment has been made, leaving your remaining balance due of $439.36. The remaining amount was due as of 6/28/16 and is considered past due, and should be paid immediately to avoid disruption in service. No further credits are applicable and all charges are valid. Cincinnati Bell considers this issue closed.
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

[redacted]
Revdex.com #[redacted]
Account ####-###-####,[redacted]
 
Dear [redacted],
 
We have received and reviewed your additional concerns with your Cincinnati Bell account # ###-###-####,[redacted]; and your monthly bill amount.  All information is the same, Cincinnati Bell will not be able to add old bundle back to the account due to being removed and no longer available.  You received information about your order and were aware of all pricing.
 
Thank you,
 
[redacted]
Executive Care
Cincinnati Bell

Dear [redacted]:
On Friday, July 1, 2016, you may have received an email indicating that a payment you made with Cincinnati Bell had been returned by your bank. This email was not completely accurate.
There was an issue on our end that prevented your payment from being posted correctly....

The payment was NOT returned. Please disregard the email concerning the returned payment.
You may have also noticed a delay in seeing your Cincinnati Bell payment post to your account. The issue has been resolved and you should see the payment post today or tomorrow. You will not be charged a return check fee.
We apologize for any confusion that this may have caused you.

April 5, 2016
[redacted].
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com complaint regarding your final bill.
Cincinnati Bell’s premium
services final billing policy is...

covered in the General Terms and Conditions as
follows:
Cancellation Billing
Policy:  The monthly charge for service
will not be prorated for the final partial month of service. The full monthly
service fees will apply, even if your service is active for only a partial
month.
Per our records the representative
you spoke with yesterday 4/4/16 advised you of this policy and adjusted your
bill for the $8.95 late fee as a courtesy.
Your final balance due is
now $124.68.
If you have any further
questions or would like to make payment you can reach customer service at
###-###-####.
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.
Tina
Executive Care Agent
Cincinnati Bell Telephone

I have received confirmation from the Business Manager that this issue has been resolved. Please advise if this is not correct.

February 18, 2016
[redacted]
RE:
Cincinnati Bell is responding to your RevDex.com Complaint.
I have reviewed your account. Per our records, your
January 5th, 2016 bill was for a total of $196.99....

$121.49 was
billed for past-due charges and $75.50 was billed for current charges. On
January 12th you cancelled your internet service. On January 13th
a payment was made for your past due balance only, which was $121.49. Your
remaining balance was $75.50.
Cincinnati Bell processed a prorated credit for your
modem fee from January 13th to February 4th, totaling 6.13.
Internet fees are not prorated. Due to the fact that you had a carryover
balance for the amount due in January, you generated an $8.95 late fee. With
all adjustments made including taxes, your final bill generated for $77.89,
which is now due. As explained via email communication on February 12, 2016,
Cincinnati Bell reserves the right to collect on final bills.
Cincinnati Bell’s position still stands on this account.
Cincinnati Bell considers this complaint closed.
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

[redacted]   [redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your complaint filed with the Revdex.com concerning expired promotions.
 
In reviewing your account, I found that you had contacted a customer...

service agent thru the chat line and had your promotions extended for another 12 months. 
 
Cincinnati Bell has never offered promotions for any period longer than 12 months.
 
I apologize if you were given incorrect information.  Your complaint will be forwarded on for training and development purposes.
 
Please feel free to contact us is you have additional questions or concerns.
 
Cincinnati Bell is considering this complaint to be resolved.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11464435, and have determined that this does not resolve my complaint 
Regards,
[redacted]  I have provide a copy statement showing that they have not Cincinnati bell have  fulfill the contact buyout agreement and I also had to pay an extra 28.00on my bill so I would like to be refunded

Our process and policy at CBT is if someone calls in to cancel their service our retention team tries to save the customer. The representatives were just following our retention policy. Promotions can only be added on the account for twelve months at a time that is why your promos were set to...

expire on the account that you canceled - 513-101-3348, 440 effective 2-22-18. The new policy that you activated ###-###-####, [redacted] on 3-12-18 you were given new customer pricing. The advertisement at the store is 79.99 + taxes and fees. Our Fioptics service does require a set top box and boxes are $7.99 each per tv. We do not offer an app on the smart tv that allows you to access the service without a box. We do let customers know that our services are plus taxes equipment and fees. If you would like to reach the President’s office we do have a mailing address to send a letter. Cincinnati Bell
PO Box 693 Cincinnati, OH 45201.
 Executive Care Representative
Cincinnati Bell Telephone

The contract went to that email address and it was electronically signed. We received the signed contract and it is valid.

Revdex.com:
I was not sure whether to push the Accept or Reject button.   I do not accept their explanation of "industry standards".  the conversation I had with the salesman included these issues and increases in services and prices.  He still maintained a 5% increase per year - this was Cinti Bell's representative who they should honor. And honor my word and documentation on what was said and written via mail (documentation sent previously).  I would accept their offer under these conditions:1.  Monthly invoices will be $120 effective until 7/19/17.2.  After 7/19/17, Sue/Executive Team would again review the sales promises made to us and adjust invoices accordingly.3.  Credits for the months of June and July 2016 would be issued on next statement.Thank you!
Regards,
[redacted]

December 30, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have reviewed your account and I apologize your internet service went down after you placed order [redacted] to drop...

your home phone and upgrade internet service.
Per our phone conversations I have escalated this incident and our field team was able to push your order due date from 1/4/17 to today 12/29/16. The installer will arrive this afternoon between the hours of noon-4 p.m.
I will reach out to you on Tuesday 1/3/17 to follow up on your installation. If you have any questions or concerns before then you can reach me directly at ###-###-####. If I am not in the office please leave a voicemail and I will return your call when I return to the office next week. Cincinnati Bell appreciates your business and your patience in allowing us to resolve your service issue.
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

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] Well it was on at 7am this morning because it used it, also today when I got home I have a box from Cincinnati bell with a modem in it, was it that for?

November 3, 2014
[redacted]
RE: [redacted]
Dear [redacted],
This is in response to your rebuttal.  Cincinnati Bell has backdated your order as stated previously. You will see the appropriate credits on your November bill. I 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 experience. Cincinnati Bell does not compensate for time loss.
Cincinnati Bell considers this complaint closed.
Sincerely,
[redacted]
Customer Care
Cincinnati Bell

May 7, 2015
 
[redacted] [redacted]
 
RE: Deposit for CBT order [redacted]
 
I am responding to the Revdex.com complaint that you filed regarding the $100.00 deposit for an order that was cancelled.  I have found the order relating to the...

deposit and refund checks were issued on this account in increments of $50.00 on 4-14-15 please see below:
 
[redacted] File Date: 04132015    Check Date: 04142015    Check Number: [redacted]    Transaction Code: DF    Description: REFUND REQUEST- Payee Name: [redacted]    Payee Address: [redacted]        [redacted]    Refund Amount: $50.00
 
[redacted] File Date: 04132015    Check Date: 04142015    Check Number: [redacted]    Transaction Coded    Description: REFUND REQUEST- Payee Name: [redacted]    Payee Address: [redacted]        [redacted]    Refund Amount: $50.00
 
Since you never received the 2 checks I have sent through an investigation to see if the checks have been cashed.  That step has to take place before I am able to have new checks issued.  I also checked on having the money credited back to the credit card that you and I discussed today.  I am unable to do that since it has been over 30 days.  I will have the checks mailed back out as soon as I can get them issued.
 
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

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.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I called on 04/21/17 to report the fire, and Cincinnati Bell's rep told me that my only option was a vacation hold. There was no plan in place for catastrophic events. Furthermore Cinti Bell's rep advised me that if I chose to use the vacation hold I would lost ALL email functionality (including my active email address.) At that point I didn't have another way to communicate because my cellphone was lost in the fire as well. Based upon this erroneous info from Cinti Bell, I hesitated and said I would think about it. If the Cinti Bell rep would have given me the correct information I would have suspended the account. Your rep gave me erroneous info which lead me to wait. The bills for May, June, July should be credited due to Cinti Bell's error. Furthermore, I am incredulous that Cinti Bell does not have a plan to handle catastrophic events like house fires. 
Regards,
[redacted]

December 15, 2014
 
 
 
[redacted]
[redacted]
[redacted]
 
[redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint regarding your final bill.
 
I have reviewed your account and your final bill is...

correct. Cincinnati Bell does not prorate the final bill on non-regulated services. Per our Cancellation Billing Policy: The monthly charge for service will not be prorated for the final partial month of service. The full monthly service fees will apply, even if your service is active for only a partial month.
 
Your service was cancelled on 11/15 because this was the due date specified by your new provider in the port order they requested. Per FCC regulations Cincinnati Bell is not allowed to make any changes to the customer’s account or order once this request has been made.
 
The regulated home phone service is prorated for the final month of service. Your final bill shows a credit of $21.36 for 11/16-12/6 for the prorated landline service.
 
If you have any further questions regarding your final bill or would like to make payment you can reach our Final Bill Department at [redacted]
 
It is never Cincinnati Bell’s intention to confuse or frustrate 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

March 22, 2016
[redacted]
RE: [redacted]
Dear [redacted],
This letter is in response to the complaint that you filed with
the Revdex.com regarding your internet service. 
According to...

our records your service was installed on
3-9-16.  If you experience issues with
your billing please call ###-###-#### for repair issue please calls
###-###-####.
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

May 26, 2015
 
[redacted]
 
RE: CBT Account - Fioptics
 
I am responding to the Revdex.com complaint that you filed regarding installation on your service. 
Per our conversation the service is being installed today, the issue with the order...

was the outside equipment. 
 
I have also credited the equipment on account #[redacted] so there is a zero balance.
 
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