Star Office Supply

October 14, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]

Cincinnati Bell is responding to your Revdex.com rebuttal.
As mentioned in my previous response, there are no further applicable adjustments to be made to this account. All charges are valid. As a courtesy, I have adjusted your previous two late fees. Late fees apply any time payment is not made on time, even if a payment arrangement is in place. However, we adjusted this as a one-time courtesy in an attempt to assist. However, there are no further credits that would apply to your current charges.
Your current amount due is $264.91. Please note that on your most recent bill you had $139.96 carry over as a past-due balance. As explained previously, your services total $101.29 before taxes and surcharges. This is assuming your balance is current and there are no late fees. If you choose to rebundle your services, or remove features to make your bundle more affordable, you can reach out to our Customer Care department at ###-###-####. They would be able to discuss pricing options with you in further detail.
Cincinnati Bell considers this complaint resolved.
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.
The person I spoke with in January said the price of $67 + taxes would last 12 months. Cincinnati Bell has now started calling me and harassing me on the phone. When asked to speak to a supervisor or someone without an accent, was hung up upon. Just by stating you think it's closed does not make it so. [redacted] considers this case unresolved. 
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 service...

technician just left and was able to fix the problem.  However, what was wrong and caused us to lose connection was not clear.  Also, my company lost an entire day of business.  After hours and hours of trying to get someone from Cincinnati Bell to come out to our company and fix the internet, they finally sent someone out with an hour left in the business day.  The company I run is not busy year round, so these last few months before winter really hits are vital to my company's success.  Since this is not the first time this has happened over the last few months, I am worried that when it happens again I will lose another day or days of business.  I pay Cincinnati Bell quite a bit of money for my business accounts.  I do not the feeling that I am paying all of this money, to just be put on the backburner when an issue arises and end up losing money.   I am not sure if it is possible to have a contract with same day service?  Or if we can discuss the pricing I am receiving for the lack of service I am getting?  I know that things happen.  However, my concern is that things keep happening and are not getting fixed within a timely manner.
Regards,
[redacted]

November 3, 2015
[redacted]
[redacted]
[redacted]  [redacted]
RE: ###-###-####
Cincinnati Bell is
responding to your Revdex.com rebuttal concerning your monthly charges.
I apologize for any
inconvenience this may have caused.
I have reviewed your bill
dated October 22nd and found that you were still being billed for a
set top box that you were told would be rated zero for 12 months.
I have made the necessary
correction and your new monthly charges going forward will be $122.73.  Your services come to $104.97 plus taxes and
fees of $17.76.  Total $122.73.
Your promotions will not
expire until 08-06-16.
Please feel free to
contact our billing office at ###-###-#### if you should have any additional
questions concerning these charges.
Sue
Executive Care Representative
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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and determined that this does not resolve my complaint.  Cincinnati Bell was scheduled to be here from 8am-12pm for the final install and it is now 5/11/2015 at 12:42pm.  I did not receive any calls or text advising they would be late and when I called to check they could not advise why no one called to let me know they would be late.  We also have an issue with the company that burried the wires on Friday ( 5/8/2015). They cut our exsiting landscape wiring (see photo attached) so now we are going to have to pay to have that fixed. Not to mention that the service we are trying to upgrade was
supposed to be the service that we originally received. We have been
working on this for over two months and this is completely unacceptable!
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. 
There has been no resolution to my complaint.  Cincinnati Bell's response was no different than the original statement I received from them that prompted by complaint in the first place.  I still feel that their tactics in this matter was a clear case of "bait and switch".Since I was promised a promotion for 2 years at a stated price and since I accepted that price then that price should be honored . I should not be penalized for improperly trained personnel.   I still contend that this is not the professional way to treat a customer.
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.  
I talked to a customer service rep named JR. He was trasferring me to a collections rep but I did not speak to them because I had already been on the phone for over 15 minutes and had to join a work meeting.  Nonetheless, saying the account has been zeroed is not sufficient resolution. Cincinnati Bell has told me on multiple occasions over the past 15 months that the account was zeroed and then I receive a bill in the mail the very next month.  So again, I am requesting an invioce showing the zero balance be attached to this complaint. Also, since you mentioned collection agent... if this has been reported to any credit agency as a collection, it needs to fixed immediately. 
Regards,
[redacted]

[redacted] was contacted by Drew as requested. Drew advised her he could not assist with billing matters, specifically autopay, as he is a supervisor in Door-to-Door Sales.All billing issues she has mentioned in her complaint have been addressed in my previous responses. There is no further action to be taken.With this final response Cincinnati Bell considers this complaint closed with the Revdex.com.Thanks,Tina Executive Care RepresentativeCincinnati Bell's Executive Office

According to our records you are eligible for 50 mbps. I can have it installed on 11-16-17 between 8-12 under order # [redacted]. I was able to give you a 1 year promotional rate that will lower your bill from the current amount by $12.00. Your monthly charges are going to be $44.11 , which is a...

difference of $-12.00
Your monthly charges include estimated taxes and fees of $1.14.
This will take care of the speed issue and the pricing issue.
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.
Please call ###-###-#### and give them the order # if you do not want to proceed with the order.
At this time this is the only option that we have to resolve your issues.
I have emailed a receipt to you at [redacted]
Thanks,
Executive Care
Cincinnati Bell Telephone

January 24, 2017
[redacted]
RE: [redacted]
Dear [redacted],
This letter is in response to the complaint that you filed with the Revdex.com regarding the Sports Programming Fee.
Per our conversation I have adjusted...

the $3.93 on the January bill and reduced the monthly bill by $3.93 a month for the next 12 months.
Our terms and conditions for TV service clearly state that the customer will pay “the applicable monthly service fee […and] any other fees or charges due Cincinnati Bell.
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.
Thanks. Melissa
Executive Care Representative
Cincinnati Bell Telephone

Customer indicated complaint resolved 6/27/16.

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.   
As I have previously mentioned, I did talk to a technical specialist on 2/8.  I was not able to answer at 3 pm like I originally wanted because I got an emergency call from work.  I did talk to the support specialist that day at exactly 4:28 pm for 13 min.  The specialist said there was something wrong on their end and had it "Fixed".  As Megan keeps pointing out, I was trained at over 15 mbps.  After I hung up the phone, and as I have continuously tried to explain to Megan, those speeds were short lived. Within an hour, I was back down to 4-5 mbps.  The same as when the technician came out to my house.  She has tried to contact me for the last 3 days, all during my normal work hours, 8:30 A.M -530 P.M. and I am not always able to answer, especially when I am busy.I talked to Megan today at 3:09 P.M., she stated that they consider the case closed and I would need to talk to normal technical support as they are the only ones who can solve my problem.
Regards,
[redacted]

Customer called 7/27/15 to advise that Cincinnati Bell has made arrangements to remove the tree in question and at this time he considers the matter to be resolved.

[redacted]
RE: [redacted]
Dear [redacted],
This letter is in response to the rebuttal that you filed with the Revdex.com regarding your internet service.
Our internet speeds are not guaranteed. Our terms and conditions that were in the last rebuttal still stand. We tell you that you will have up to a certain speed.
You are currently paying $24.99 a month for Zoomtown
5 Mbps
Download up to 5 Mbps
Upload up to 768 Kbps
The regular price is $39.99 so you are getting a reduced rate.
If you have any further issues with the internet please call ###-###-#### and technical support will be able to assist you.
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 you feel we have done so in this matter.

Melissa
Executive Care Representative
Cincinnati Bell Telephone

[redacted]
Revdex.com #[redacted]
Account #[redacted]
Dear[redacted],
Please be advised that Cincinnati Bell’s Executive Care team is handling the case. 
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.   
I included the collections account number in my complaint. They should be able to pull my information from...

that since they sent me to them.  I do not have a CBT bill only the collections bill.
Regards,
[redacted]

January 20, 2015
 
[redacted]
 
RE: Cincinnati Bell Fioptics Account # [redacted]
 
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your referral credit.
 
In reviewing...

your account I am showing that you have referral credit on your account in the amount of $10.00.  After reviewing all of the notes on this account the 10.00 credit is the only credit that will be applied to this account. 
 
Cincinnati Bell considers this complaint closed.   
 
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

February 9, 2015
[redacted]
 
RE: [redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your account. Cincinnati Bell does apologize for your poor experience. We appreciate your feedback and use this feedback for coaching and training purposes.
 
Our records indicate that a credit was applied on 02-04-15 for $118.48 which zeroed out your bill. A representative placed an order on the same day to correct your rates. Your new bill should be $83.00 + taxes, fees and surcharges. Unfortunately, Cincinnati Bell does not compensate for time loss.
 
It is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell, I apologize again for your poor experience.
 
 
 
Sincerely,
 
[redacted]
Customer 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.  
Cincinnati Bell is claiming that they installed the agreed upon services in full on 4/7/16, unfortunately this is not true. I was supposed to get internet service of 20 mbps, which I did have installed, in addition I was supposed to get home phone service with free long distance, which I did have installed, lastly I was supposed to have had the Elite cable package including whole house dvr system, this is not fully installed. As explained by the technician, who is the only person to explain this to me thus far, due to having a different platform than the rest of Cincinnati Bell (which helps to refute another statement made in the response by Cincinnati Bell to this complaint) the full array of services with whole house dvr is not available, only a portion of it. The technician installed the box yet I only have a portion of the services attributed to and described as on Cincinnati Bell's website. However, they are expecting me to pay for the full service, this hardly seems fair, it would be like buying a car but being told that you can only sit inside it and listen the radio but you can not drive it yet you must pay the full asking price of the car. This is absurd and a way to cheat the customer because the company does not feel like investing in bringing the [redacted] area up to speed with the rest of the company. This upgrade was offered in response to an offer I was made by [redacted] in order to change my service to them. I was told by the social media representative for Cincinnati Bell, Jonah, that Cincinnati Bell would match the offer although the highest internet capability they could offer was the 20 mbps as opposed to [redacted] who offered 30 mbps. I was also informed that the free movie channel I was offered by [redacted] could not be matched but that all other services would be matched to [redacted], this includes the whole house dvr, which [redacted] would ensure I would get the entire service associated with it. Never was there any mention of altered service nor was there any mention of needing to schedule a service technician to come out. I was simply emailed a confirmation stating that my upgrades would all be starting by 5:00pm on 4/6/16.In response to Cincinnati Bell's assertion regarding the restoration of service. It is apparent that they have not fully researched the issue or else they would see that their response does not accurately address the actual issue. The issue is not the the service does not get restored at all, in their words it may take up to 24-48 hours to be restored, it is that when the customer service operators are restoring it they do not put the correct code in for restoration and only a portion of the channels ever get restored until I have to call in multiple times to get them to do it correctly. They need to go back and review all of the call logs attributed to this matter, dating back nearly a year. This is not due to procedural issues or anything other than, in the installers words directly, neither the customer service operators in the Phillipines nor the ones in downtown Cincinnati have any clue how to take care of the [redacted] area since it is on a different platform. This is a training issue on Cincinnati Bell's part to ensure that their people know how to take care of the customers based on where they are located as opposed to assuming that the company services all of their areas in a cookie cutter manner. I have tried numerous times over the last year to reiterate this fact to the operators although they continuously choose to ignore this issue thus making the choice to not even pursue an issue that is known all too well to the technicians in the [redacted] area. They are making the active choice as a company to not only refuse to offer their full array of services to the [redacted] area but to also not address the issues that lie within the fact that their operators do not know how to correctly service this area either. To this representative's claim of restoration could take 24-48 hours, then I would like her to explain to me how it took a week to get my internet restored this last time? I had to call back after a week of no service, because again their team does not know how to properly restore services in [redacted], and have them turn my internet back on. Lastly, none of what I asked for as far as a resolution to this complaint was addressed much less agreed upon by Cincinnati Bell. I requested the full array of services that I agreed to and was given a confirmation for getting to be installed and it was not done (since the full array can not be done because of platform issues then there needs to be a mutually agreed upon substitution of a resolution). I requested that due to all of these issues and the fact that I have had to make an inordinate amount of phone calls and emails to Cincinnati Bell and that this all became a major stress related issue and since no one at Cincinnati Bell can seem to be competent enough to realize how to service the [redacted] area that I be given a period of 3 years at a mutually agreed to bundled price ( which needs to be addressed due to the previously stated issue of not having the full array of services that were agreed upon). Lastly, I have requested at numerous times to speak with the executive who is ultimately in charge of customer service for Cincinnati Bell, her name is Brandi Caldwell from what I was told by a customer service supervisor. I want to ensure that she is fully aware of the magnitude of service issues that exist along with the poor training that has resulted in the customer service team not being able to distinguish between the differences with the [redacted] area. Someone needs to address these issues so that residents of [redacted] may be able to get a quality level of service when calling in or having services restored or requesting upgrades or having general questions. She could benefit greatly from having a meeting with the [redacted] area technicians about the issues that they see first hand. But she also needs to experience or learn about the many challenges that [redacted] residents face when dealing with customer service. There is a significant training issue that obviously everyone else with Cincinnati Bell chooses to ignore. This complaint, unfortunately, is very far from being resolved and can not be resolved until this person who responded can actually look at the issue in full and not try to give some patented corporate stamped response to an issue that is not a corporate stamped issue. In addition, I would expect that my actual complaint be addressed versus how Cincinnati Bell chooses to view my complaint. I have emails to support what I have referenced as well as the fact that they can review the numerous call logs that should exist with my account. Granted this requires effort on their part but it could go a long way towards resolving an issue that is affecting numerous of their customers.
Regards,
[redacted]