Star Office Supply

Cincinnati Bell has responded to all Revdex.com complaints. We have followed our policies and processes to handle these complaints. The customer has the following options: Call Tech Support - ###-###-#### Call [redacted] to cancel service - ###-###-#### Cincinnati Bell will not be issuing any type of refund or credit. Cincinnati Bell considers this complaint closed. Executive Care Cincinnati Bell Telephone.

Checking the customer’s account, I’m not showing any orders placed or customer has contacted our lifeline department.  We can close it, I was waiting for customer to follow up with information about Lifeline app.  He would need to contact the  Cincinnati Bell Lifeline Department at ###-###-#### for assistance. Hope this helps.  [redacted] Executive CareCincinnati Bell

Per my conversation with the customer 3-15-17 the final invoice has not printed. I will call the customer by April 14th to resolve the issue with a $.00 balance.
Thanks,
Melissa
###-###-#### [redacted]

April 26, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com rebuttal.
When your service was
activated January 2015 you would have been advised your promotion was good for
12 months. It was also printed on your billing statement dated 12/19/15, that
your promotional rates were set to expire on 1/15/16.
I will have the call from
1/30/16 reviewed and if you requested to cancel services on that call this will
be addressed with the representative’s supervisor.
Your billing cycle ran
from 1/19/16-2/18/16. Your cancellation order was processed on 2/2/16 with a
due date of 2/8/16. There was no request to cancel service before 1/19/16 and
as previously advised, it is Cincinnati Bell’s policy to bill for the full
final month of internet service. The current amount due of $84.62 is a valid
charge.
Again, on behalf of
Cincinnati Bell I apologize for any frustration or confusion regarding this
matter.
Cincinnati Bell considers
this complaint closed.
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

October 29, 2014
[redacted]
RE: [redacted]
Dear [redacted],
Cincinnati Bell has reviewed your account. Your account had a local service freeze on it. This is why your port out request could not be processed until you called Cincinnati Bell to remove...

this freeze. You called on 10-23-14 and an order was placed to remove the freeze that same day. The local service freeze is a feature that you would have added when you started service with Cincinnati Bell. This feature is added by the customer and is added as a protection so that other companies cannot switch customers without their authorization.
Your account is now locked and this indicates that a successful port out order is pending to switch to a new provider. 
You will receive a final bill from Cincinnati Bell in November. This bill will issue a credit on the landline outage. This credit will be applied back until October 20, 2014.
Cincinnati Bell appreciates your feedback and will document all of your concerns.
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.
Sincerely,
[redacted]
Customer Care
Cincinnati Bell

August 21, 2015
 
 
 
[redacted]
[redacted]
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your RevDex.com complaint.
 
I have reviewed your account and notes and I...

apologize
about the issues you have experienced. The customer service representatives are
unable to process credits when an account is more than 60 days past due. This
is why it was required to make payment to bring the account current before any
adjustments could be issued.
 
Your account was issued a credit of $85.03 on 8/18. Since
December 2014 you have received $276.75 in billing adjustments.
 
I spoke to Jeremy the repair technician that completed
your visit on 8/5 and he advised the root of your most recent issue was the
HDMI cable you had hooked to your tv. He advised you have a 4k curved TV and
the regular HDMI cable you were using will not support that specific equipment.
He said you two had a lengthy conversation about where you can purchase a 4k
HDMI cable to support your TV. This would not be considered a Cincinnati Bell
error.
 
At this time no further service credits are applicable to
your account. Your current amount due after the most recent adjustment is
$159.26 due on 9/3/15.
 
If you have any further questions or concerns regarding
your billing or service you may contact Fioptics Customer Care at ###-###-####.
 
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.
 
Tina
Executive Care Agent
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.  Cincinnati Bell will not be able to add old bundle back to the account due to being removed and no longer available.  Due to receiving a receipt with the breakdown of your monthly services and pricing you were aware of bundle receiving.  All information is the same Cincinnati Bell will not be able to give any credits, your account monthly balance is correct with your Fioptics service.
We are showing our outbound group did contact you about the Fiopics service and you agreed to switch and agreed to pricing on account.  Breakdown below:
Fioptics Internet: $30.00
Residential line and features: $17.00
Long Distance: $10.00
Bundle Rebate:$-5.00
Total: $52.00
Outside of bundle would be surcharges and taxes.
911 Charge: $0.12
Relay/TDD Service Surcharge: $0.02
Lifeline Recovery Surcharge: $0.08
Federal Access Charge: $5.29
Universal Service Fund: $0.89
Carrier Subscription/Admin Recovery Fee/Universal Service Fund 16.8%: $3.31
Taxes: $3.18
 
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 issue closed.
 
Thank you,
 
[redacted]
Executive Care
Cincinnati Bell

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 made no offer in making it right. Telling me I can call to pay regular price after one of their people made a different offer & lied to us is basically just a kick in the teeth and just one more example of a large companies greediness & unwillingness to work with their customers. Shows they are pushing theur weight around & do not care about customer service at all. 
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.  Not trying to be a pest, but this is the same response I received all day on the 27th. They understand my issue and are sorry, but nothing was done and the problem was pushed to the 28th. As I told the CS Rep, the installation wasn't completed until 630PM. I told Cincy Bell the install needed to be done by 3. The 27th was my anniversary AND my sons birthday. I pushed everything from the 27th to the 28th and once again, as I told them I had to again push both events/celebrations back. There is a difference between understanding and making the situation right. Cincy Bell hasn't made the situation right, thats the frustrating piece. 
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.  Even though Cincinnati Bell has offered me a temporary number in order to make their service available to me, will the phone problem/breakage still be a problem? And just how long would it even be to bring in the temporary number and to make any repairs? I've got [redacted] on the phone right now telling me that they can do an Internet and telephone service for about the same price as Cincinnati Bell. And as far as I'm concerned, the trauma that's come about resulting from Cincinnati Bell not handling this professionally/properly has caused me to feel that the current bill should be credited and that we should part ways.I have never felt such grief regarding any bill for home utility of any sort. 
Regards,
[redacted]

Revdex.com works with the business and consumer to find resolutions specific to issues being experienced. What is the resolution, specific to the issues you have experienced, you are seeking from the business?Revdex.com works with the business and consumer to find resolutions specific to issues being experienced....

What is the resolution, specific to the issues you have experienced, you are seeking from the business? The resolution I am looking for is for Cincinnati Bell to clarify exactly what type of service they are providing to consumers. By playing on words "fioptics" and showing examples of fiber optic cables on their website they are misleading people into believing they are receiving Fiber optics, while actually receiving cable and internet through copper cable lines. I feel that they should provide a detailed letter that explains to people that currently only have copper lines that they are unable to provide fiber Optics at the current time. I understand they use the term fioptics" loosely and by using this term it is misleading and a misrepresentation of fiber optics.

May 24, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]
Dear [redacted],
This letter is in response to the complaint that you filed with the Revdex.com regarding your contract buyout credit.
According to our records the credit was applied to your account on 4-22-16 and that credit appears as an adjustment on your May Invoice. The adjustment total is $119.44 which includes the following adjustments:
$6.87 AA 0427
$9.32 AA 0427
$3.25 AA 0426
$100.00 AA 0422 Contract buyout Credit

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:
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]

April 27, 2015
 
 
 
[redacted]
[redacted]
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I have reviewed your account notes and I apologize about the service issues...

you were experiencing with your internet. Per the notes from the tech that went to your residence on 4/23 these issues have been addressed and resolved.
 
There are three repair tickets on your account of reported issues. All of these tickets were from April of this year. As a courtesy a credit of $48.61 for one month of internet service has been issued to your account.
 
This credit brings your current amount due on 5/7 to $58.24.
 
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 Agent
Cincinnati Bell Telephone

January 27, 2015
 
[redacted]
 
RE: Account#[redacted]
 
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your Fioptics Account.
 
I see where we have made several...

visits to your premise and several times you had asked us to leave said that we were late or that you did not have time.
 
I do see where you have placed an order to disconnect your fioptics tv service so we will consider that repair issue closed.
 
You have claimed that a tech did damage to your property if so we will need to send out a foreman to check for the damage and see what needs to be done and if we are liable for any damage.
 
I have left you a message to call me if you have any additional concerns at ###-###-####.
 
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

Cincinnati Bell has followed process and policy and referred this to [redacted] to handle. Cincinnati Bell considers this complaint closed and resolved.
Cincinnati Bell is committed to providing our customers with outstanding service. We apologize for any inconvenience we’ve caused you, and appreciate the opportunity to better serve you going forward.

February 10, 2015
[redacted]
 
Revdex.com Rebuttal
 
RE: [redacted]
 
Dear [redacted],
 
This is in response to your Rebuttal. Per our conversation today, a credit was applied for $23.00. Your next bill will be mailed the first week of March and the payment will be due on March 22nd. All of your concerns have been documented and will be reviewed at the corporate level.
Cincinnati Bell does apologize again for your poor customer experience. Thanks again for your feedback.
 
Sincerely,
 
[redacted]
Customer Care
Cincinnati Bell

April 12, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com complaint.
I apologize for the
billing errors and for any misinformation you received since you...

upgraded to
Fioptics Video and Internet.
There was an error causing
you to be billed for the incorrect number of set top boxes since your December
statement and when you returned one of the set top boxes on 1/31/16 an order
was not placed to remove the set top box from the account. This incident has been
forwarded to each representative’s supervisor for coaching and training.
As I advised during our telephone
conversation I have adjusted your bill for the remaining $35.92 owed for the
billing errors. I have also processed an order honoring the $102.98 monthly
service fee for 12 months from today.
Your current amount due on
4/18/16 is now $99.41. Your next statement will print on 4/28/16. When you
review this bill if you have any questions or concerns you can reach me
directly at ###-###-####.
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

February 17, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Rebuttal.
Our records indicate a very detailed call log of several
Technical Support agents who reached out to you on various occasions in July of
2015. Each of these agents noted that you advised them you were busy and could
not speak. On each occasion you scheduled a callback. When a callback was made
you advised you were busy, and again rescheduled. Our Technical Support staff
is trained to reach out two times and then advise the customer to reach out to
us at their best convenience. These agents reached out a total of six times
before advising you to contact us when you were available. Appropriate credits
were processed on your account for this incident. On July 22, 2015 you received
a credit for $150.59, which more than covered the cost for your internet
services for that month. Unfortunately, we do not have a blanket credit process
to cover entire years, and we do not negotiate our process as a retention
attempt. Credits are processed based on individual incidents, and awarded once
the issue is resolved only for appropriate days. The incident noted above was a
courtesy, and beyond what the appropriate awarded amount would have been.
Your original Revdex.com complaint quotes “My
neighbor had a tech there. I asked if he could look at my stuff since I was
available and he said ‘no, call and get an appointment’.” Your most rebuttal states
that you did not ask him to enter the home. If as stated in your original
complaint, a technician was asked to enter your home, he followed proper
protocal. An appointment must be scheduled, as they are on time-slots, and a
ticket must be created for each service call.
We do not wish for you to have to call off work for a
technician visit. As mentioned above, please contact our Technical Support
department at your best convenience to troubleshoot any issues with your
Fioptics services. If these issues cannot be addressed via telephone we will
schedule a technician visit to your home. You can reach our Technical Support
department at ###-###-####.
Reconnection fees are valid any time services are suspended
for non-payment. This is a common process with all internet and television
providers. I apologize that you are upset with the process, however they are
not negotiable. As a one-time courtesy, Cincinnati Bell waived your entire bill
of $137.51 on January 7, 2016 as a retention measure. This included your
reconnection fee. Your reconnection fee will apply for your most recent suspension
as of February 8, 2016.
A payment has not been made on this account since December
30, 2015 and it was only for a partial balance of $100. As mentioned, Cincinnati
Bell waived your entire remaining amount due on January 7, 2016. No further
credits are applicable on this account, as you have been credited $318.09 over
the course of the past twelve months. Cancellation orders can be placed through
our Residential Service Department at ###-###-####.
Cincinnati Bell considers this complaint closed.
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.  No. That is not customer service and the adjustments you made were not in relation to what I am describing now. I would figure we would be treated a little bit better by a reputable company, but upon going over online reviews, it seems as if I am one of hundreds of people you duped with false service. YOU SOLD ME A SERVICE AT A DESCRIBED SPEED AND FAILED TO PROVIDE THE SERVICE AS AGREED UPON. I would go further as to take this to my attorney and social media, but it is clear Cincinnati bell doesn't care what people think about them or how they treat customers. I do not consider this resolved.
Regards,
[redacted]