Star Office Supply

The customer has not contacted our porting team to schedule an appointment. Thanks [redacted]Executive CareCincinnati Bell

[redacted]
Revdex.com #[redacted]
Account # ###-###-####,[redacted]
 
Dear [redacted],
 
We have received and reviewed your Cincinnati Bell Account # ###-###-####,[redacted]; and the repair issues you are having.  I apologize for any inconvenience this may have caused you.  We are showing...

credits were added to your account total of $171.25 for your issues, your account shows that credit amount.    Cincinnati Bell will not be able to provide any additional credits. 
We are also showing a Cincinnati Bell technician came out to your location on 03/25/15 and repaired all issues you were having with your Static IP.
If you need additional assistance please contact Cincinnati Bell repair at ###-###-####.
It is never Cincinnati Bell’s intention to upset or frustrate our customers.  On behalf of Cincinnati Bell, I apologize for any inconvenience this may have caused you.
 
Thank you,
 
[redacted]
Executive Care
Cincinnati Bell

There is no new information. Cincinnati Bell’s position stands. Thanks.Tina  Executive Care RepresentativeCincinnati Bell's Executive Office

Please provide the account number or phone number and we will investigate this for you.

Dear [redacted], Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your account.   After looking into your account, I found that your service was extensively repaired on 11/27/16, a few days after you had submitted your complaint. I was able to see that you had repeated issues at your residence over the course of November, so hopefully this most recent repair visit resolves any issues with your service moving forward.  I understand that you are unhappy with our customer service being outsourced; it was a corporate decision to outsource the call center and all of the representatives have been given the proper training and information needed to assist our customers with a variety of issues.  Cincinnati Bell is currently in the process of bringing some of our customer service force back to the US by working with [redacted], a company based in Hamilton, OH. At this time, we have a process in place that will allow you to request a representative at the Hamilton, OH call center if you are having a language barrier issue with an outsourced customer service representative.  I see that a courtesy credit of $66.50 has been placed on your account for the inconvenience you have experienced over the last month. You expressed in your complaint that you felt this amount was not enough, however, this amount is more than double what you pay for your Internet service monthly. After investigation, we feel that this credit amount is more than adequate for the issues you experienced in November. 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 27, 2016
[redacted] *
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Cincinnati Bell’s Fioptics network is constantly expanding to include many neighborhoods in [redacted], including...

several regions of [redacted]. However, I do not see your particular address scheduled for a Fioptics upgrade in the immediate future. You are qualified for up to 10 megabytes per-second internet speeds. It is important to note that speeds are not guaranteed. This means that the highest speed you will receive at your address will be 10 megabytes per-second.
Per the “Question/Complaint Procedures” section printed at the bottom of your bill, you have 60 days to dispute your billed amount if you feel you were billed in error, otherwise all charges are deemed applicable and valid.
Per our records, our technician was out to your home on October 2, 2015 and was able to train your speeds at 7 megabytes per-second, which is considered an acceptable speed. We did not receive another call regarding your speeds until May 6, 2016. It appears that the speed issue was resolved during that call. Cincinnati Bell has no further records of any calls being placed regarding your internet speeds in the past five months.
If you have trouble with your internet speeds, Cincinnati Bell urges you contact our Technical Support department for troubleshooting as soon as the problem arises. This allows us to troubleshoot the issue promptly and adjust your bill in accordance with the dates you were affected. The number to our [redacted] Technical Support department is ###-###-####.
It is never Cincinnati Bell’s intention to upset or frustrate our customers. I apologize if we have done so in 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.   The complaint I filed against Cincinnati Bell for promoting a certain amount of data for certain amount of money I'd false. I am not still receiving good service. My internet speed is slow. In conclusion Cincinnati Bell have many excuses for not providing the service customers are paying for. My complaint and response by Cincinnati was not satisfying and did not solve anything.  
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.  In January I was quoted a set price and even asked if that price was good for 12 months, and the person on the phone stated that it indeed was good for 12 months.  In January I contacted Cincy Bell on the 19th, the 20th, and the 22nd.  On the 22nd, I was informed to "let it go" from Cincinnati Bell.  In February, I contacted Cincy Bell about my bill and the non-working phone.  I contacted them again 2 more times in February and 2 times in writing in March.  For my final bill, I want Cincinnati Bell to recognize the agreement they made and lower the final bill.  
Regards,
[redacted]

February 16, 2016
[redacted]
RE: ###-###-####, [redacted]
Cincinnati Bell is responding to your Better Business
Rebuttal.
Cincinnati Bell’s position stands. No further credits are
applicable at this time.
Cincinnati Bell considers this complaint closed.
Megan
Executive Care Center
Cincinnati Bell Telephone

I dialed ###-###-#### and confirmed with the customer that the number is now working.

December 23, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
This complaint has already been addressed by Cincinnati Bell’s Regulatory Department. The only reported incident...

in the last 3 months was for internet service not working. Issues regarding the internet service were reported on 12/1 and were resolved on 12/5 at 12:29 p.m. A representative from Executive Care attempted to reach you to verify this and left a message on 12/5, but received no callback.
Your account has been disconnected 3 times for non-payment of services since September. Services were denied for non-payment on 9/21 and restored the same day when payment was made, denied for non-payment on 11/1 and restored the same day when payment was made, and denied for non-payment on 11/21 and restored on 11/22 when payment was made. Therefore, all reconnection fees and late fees are valid.
Per our records you set up a payment arrangement with the Collections Department on Wednesday 12/21. The agreed upon arrangement was for payment of the full past due balance of $163.39 to be made on 12/29/16.
If you have any further questions or concerns regarding your account you can contact the Residential Office at ###-###-####.
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.
Tina
Executive Care Agent
Cincinnati Bell Telephone

August 26, 2015
 
 
 
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your RevDex.com rebuttal.
 
Cincinnati Bell’s position stands. From 6/4/15 to 8/17/15
there were no calls regarding your service not working or being cancelled. In
order for a customer to receive credit for a service outage the outage has to
be reported. There is no way to know whether service was used or not if issues
are not reported by the customer.
 
Cincinnati Bell suspended your service for non-payment on
8/21/15. The account will be fully disconnected on 9/6/15 if no payment
arrangements or other contact is made.
 
As of today 8/26/15 the internet and cable equipment has
not been returned. To avoid equipment charges please return the modem and set
top boxes along with all power cables and remote controls to a Cincinnati Bell
retail location at your earliest convenience.
 
Cincinnati Bell considers this complaint closed.
 
Tina
Executive Care Agent
Cincinnati Bell Telephone

June 2, 2016
[redacted]

RE: CBT Account – [redacted]
Cincinnati Bell is responding to the rebuttal that was filed with the Revdex.com regarding the final bill.
After reviewing the notes on the account the final bill has not been issued yet.
Cincinnati Bell terms and conditions state the following in regards to prorating service:
This information is included in the Welcome Guide that pertains to both Fioptics Internet and TV service.
CANCELLATION BILLING POLICY
Cincinnati Bell may suspend and/or disconnect service for nonpayment of undisputed monthly service charges that are not paid in full by the due date shown on the bill. Cincinnati Bell will provide customer with a minimum of ten (10) days advance, written notice of a disconnection of all or part of the Subscriber’s service, except where disconnection has been requested by the Subscriber, is necessary to prevent theft of service, or is necessary to reduce or prevent signal leakage as described by 47 CFR §76.61. Cincinnati Bell will not disconnect all or part of a Subscriber’s service for nonpayment until the bill is at least forty five (45) days past due.
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.
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

April 19, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com rebuttal.
I have researched your
account and spoken with Fioptics product managers. Whole Home DVR does not give
any customer anywhere on Cincinnati Bell’s Fioptics Network the capability to
pause live TV and resume it in another room. You would only have the capability
to pause a program that has already been recorded and then pick it up in
another room.
The advertisement you
attached to your rebuttal quotes, “Pause and rewind live TV, or pause TV and
resume it in another room. It does not specify pause “live” TV to resume in
another room.
Fioptics product managers
have however advised there are certain functional differences in the [redacted]
network that may cause your experience with Whole Home DVR to not meet your
expectations. Therefore, l rated Whole Home DVR $0.00 on your account for 12
months. The regular price of this service is $19.99 per month. After 12 months
you have the option to cancel the DVR product or switch it to regular DVR
service.
Cincinnati Bell’s
promotional period will not be extended to 3 years on your account. All of
Cincinnati Bell’s promotional periods end at 12 months.
Your concerns have already
reached the highest level of customer service in Cincinnati Bell’s Executive
Care group. I apologize if someone misinformed you regarding Brandy’s position
within the organization and I will have the incident looked into for coaching.
Once again on behalf of
Cincinnati Bell I apologize for any inconvenience or frustration you have
experienced in the upgrade of your services.
Cincinnati Bell is closing
this complaint with the Revdex.com.
Tina
Executive Care Agent
Cincinnati Bell Telephone

I contacted Cincinnati Bell AGAIN and I swear this to you to be fact... The people in the foriegn country(I believe the Philipines) would not put me through to an American specifically Sue who was the one whom wrote me the response in the first place. I say again completely refused to push it up to an person in the USA. I cannot believe this is how Cincinnati Bell has trained these people to do business. It is unbelievable ! [redacted] would have a field day with this poor company.   Anyway, I tried to get these inept people over seas to understand; #1 They had 30 minutes wrote down on the work order for long distance. The lady whom I could barely understand tried to reassure me that it was unlimited "local" long distance. I ask what does that mean? She stated that it is for the US only. No internatinal calling. I then replied, "Ahh I got that and I agree to that and understand". She then went on to say only "hard line/copper line" long distance in the US." I again said I do not understand. You mean to tell me that if I call my mother-in-law in [redacted] from my home land line to her cell phone that is not considered "local long distance?" She siad that was correct. I then proceeded to tell her that this was not right, it has NEVER been this way and that I would continue to be contacting the Revdex.com as this was not how it was for the entire time that I have ever had this service.   So, in a recap... I called Cincinnati Bell to ask them for an unlisted number and to try and get my bill reduced, nothing more. What I got was people from foriegn countries who put me on hold for 10 to 15 minutes at a time. I cannot understand them. They refused to put me through to the states. When I got the states the lady apparently did a bait and switch of some kind. She lied and now after all this they are telling me that if I call a cell phone from my land line in another stae then thats not considered "local long distance".Wrong ! Wrong ! Wrong!I have ALWAYS been able to call my in laws in [redacted] or my son who is stationed in [redacted] with the [redacted]e on THEIR CELL PHONES, FROM MY HOME LAND LINE without any extra charge.I will not continue this sillyness. This is the last time that I will do this and Im cutting off the service. I do not have time for this poor treatment. Fix the problem once and for all or we're cutting service and Im done for good with Cincinnati BellThank you in advance,[redacted]

January 13, 2015
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding the 4.99 modem charge.
 
Effective 12-15-14 Cincinnati Bell...

started charging $4.99 for the modem fee. 
 
The modem fee is an applicable charge and can’t be removed from your bill.
 
Cincinnati Bell requires our customers to use the modem provided by Cincinnati Bell. This is to ensure you get the speeds we can deliver and also allows us to troubleshoot the modems configured to work on our network.  If you do use your own router, Cincinnati Bell still must provide a wired modem for your services to properly function.  This equipment is what you are being charged $4.99 per month for.  You can attach your own wireless router to our wired modem, if you would like.
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

February 18, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your RevDex.com Complaint.
I have reviewed your billing over the course of the past
several months. It...

appears you had promotions that expired both in November and
December. Prior to November you were receiving nearly $100 in new customer promotions.
It is important to keep in mind that promotions are not permanent pricing and
are meant to last through an introductory period. Once promotions expire
standard pricing applies.
Our records indicate that you contacted our Customer
Service department on December 22, 2015. Our representative placed you on the
best available current promotions. As a courtesy the representative prorated
all of your new promotions back to November 8, 2015. You received a backdated
credit for these new promotions on your January bill for 59 days spanning from
November 8, 2015 through January 6, 2016. This credit totaled $133.71.
You have been carrying a past due balance since November
2015. This is due to the fact that no payment was made on your November bill
until late December. As noted in your complaint, you were unaware that your
promotions had expired at this point, and were confused as to why your bill had
gone up. For this reason, I waived your late payment fee of $8.95 for November’s
bill as you had not yet had a chance to speak with our representatives as you
were out of town. When the November bill was paid the payment amount was for
$120 on December 28th. This was $53.72 less than your total amount
due for November, which generated the carryover amount you are referring to.
As mentioned, we credited your new promotions back to November
8th and I waived your November late payment fee as a courtesy, as
you were out of town. I am showing no further credits due regarding this
matter.
For your reference, your current charges are as follows:
Fioptics Preferred TV                     $54.99
2 HD Receivers                                  $15.98
30 Megabyte Internet                    $39.99
Wireless Networking                     $7.99
HomePak Advantage Telephone              $5.00
You receive a $10 bundle discount. You are also receiving
a $10 promotion on your Fioptics Preferred TV package, $30 promotion on your 30
Megabyte Internet, and a $27 promotion on your HomePak Advantage Telephone.
These promotions total $67 and are active through December 22, 2016.
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

August 23, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com rebuttal.
Per our conversation yesterday I have placed disconnect order [redacted] on your account with due date 8/29/16. I was also sure to update your billing address to [redacted] as requested.
As a courtesy since you have been experiencing speed issues and Cincinnati Bell wasn’t able to dispatch a repair technician before your move out of state I have backdated the billing to the cycle date 8/17/16. Please disregard the current amount due of $97.92 and I will follow up with your final bill printing 9/17/16 to make sure everything is correct.
Please make sure to return your Cincinnati Bell modem, set top boxes, remote controls, and all power cords to avoid billing for unreturned equipment. I have emailed a receipt for the disconnect order that lists out the equipment which needs to be returned to [redacted].  If you have any further questions please contact me at ###-###-####.
Once again on behalf of Cincinnati Bell I apologize for any inconvenience this matter has caused you.
Tina
Executive Care Agent
Cincinnati Bell Telephone

To Cincinnati Bell Customer service. Attached you will find a copy of your company’s written quote for me to switch from [redacted] to Cincinnati Bell and you will also find attached a copy of my most recent bill. I think the two documents are all that will be needed to prove my point and...

frustration with your company. This is the fourth month and it is the fourth month in a row that the bill has been overstated and I have had to call and spend hours on the phone getting it credited. I was assured by the rep, ERIC, that is it would be correct this month. It is once again about 70 dollars more than your written quote. I said at the time that I would take it to the Revdex.com if it was not correct. So I have. If you don’t get this right once and for all next time I will be sending the two documents to the CFPB and to the state attorney. This is beyond ridiculous and I really don’t see why I should continue my service one more day. Fix this once and for all!

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.   
First of all your sales person came in and reviewed my [redacted] cable bill, I paid 159 after tax his name is Corey and he promised 129.99 after tax so I will save on my bill, why would I switch to Cincinnati bell to pay more? Second even if the first bill 1 month and 21 days I need break down with tax not doesn't add up to 129.99Third when I called and complained I was promised it will be fixed and it did not now you re telling me something totally different.Fourth why is my bill now 162.34?
Regards,
[redacted]