Star Office Supply

January 19, 2016
[redacted] [redacted]...

[redacted]
                                        ...⇄
RE: CBT Account – ###-###-####,
[redacted]
Cincinnati Bell is
responding to the complaint that was filed with the Revdex.com
regarding the repair appointment 1-15-16.
After reviewing the notes
on the account the repair was complete and service is working.
Our appointment time
frames are scheduled in 4 hour increments. 
Sometimes that time needs to be adjusted due to extended time spent at
an earlier job. 
Cincinnati Bell does not
reimburse for loss of time.
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],
We have received and reviewed your additional concerns with your Cincinnati Bell account # [redacted]; and the issues you were having with your services. The history of your repair issue:
03/07/15 -Called Cincinnati Bell to report no internet or cable
03/08/15-Contruction has ticket in scheduled repair appointment for 03/09/15
03/08/15-Engineering contacted
03/09/15-Per customer no early access appointment due to he is not home from work this early and will need to keep later appointment
03/09/15-Appointment rescheduled due to construction has been notified additional equipment needed to repair issue.  Customer contacted
03/10/15-Customer contacted rescheduled appointment for 03/11/15
03/10/15-Per customer will be home after 5pm
03/11/15-Repair issue fixed
03/12/15-Customer contacted and advised issue fix and call if any other issues
Cincinnati Bell has issued all credits to your account.  Cincinnati Bell does not have to be in front of location to fix issues, we have central offices and poles in the area and our technicians may have been in a place near your location where you didn’t see them, however all work was completed and all adjustments have been given.
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

I still have not received the form Cincinnati Bell stated was sent to me. I've received other mail today, therefor, I do not accept the response.

[redacted]
Revdex.com #[redacted]
Account #[redacted]
 
Dear [redacted]
 
We have received and reviewed your concerns with your Cincinnati Bell account # [redacted]; and the issues you have had with our service.  I apologize for any inconvenience this may have...

caused you.  I am showing services have been working and restored fully.  I have also sent for coaching and develop for reps due to not being able to speak to a manager when requested.  We have put your concerns in our Executive Database, where our Executives can view also to make a better experience for our customers. 
 
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.
 
Thanks
[redacted]
Executive Care
Cincinnati Bell

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.
Per our records there are no plans to upgrade the current facilities in your area. Also there are no plans to install fioptics in your area within the next 12 months.
Due to the speed you are receiving I have rated your internet at 14.99 for the next 12 months.
Cincinnati Bell does not guarantee the speed of the internet please see our terms and conditions below:
8. Service Speed
ZoomTown and Fioptics Services come in a variety of speeds. The availability of some service speeds may depend on the location of facilities in your neighborhood and on your street. Not all service speeds are available in all areas. Cincinnati Bell does not guarantee that the Service, Equipment, or other equipment authorized by Cincinnati Bell for use in connection with the Service will perform at a particular speed, bandwidth, or data throughput rate, or will be uninterrupted, error-free, secure, or free of viruses, worms, disabling code or conditions, or the like. The speed measurement advertised by Cincinnati Bell refers to the Internet access speed provisioned to a subscriber on a per-line and not a per-device basis. The actual speed realized by the subscriber may vary based on a variety of factors including, but not limited to: the capabilities or limitations of the customer’s computer, network, or other device; the number of computers or other devices in use in the customer’s home network; concurrent use of Internet access and a TV video on demand service, which consumes Internet access bandwidth; the means of connecting to the Cincinnati Bell network (e.g., the condition of the home’s inside wiring or the type and condition of WiFi router); the distance of the home from the Cincinnati Bell broadband network aggregation point or the type of Cincinnati Bell network facilities present in a given location; network congestion; and the performance of the content and application providers the consumer is accessing, as well as the performance of their respective host network(s).
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.   There was an inquiry on my credit that was confirmed by my bank. I have scanned and attached the documents for you to view. I am requesting a direct business phone number for the customer service representative of Cincinnati Bell who is handling this matter. 
Regards,
[redacted]

August 19, 2016
[redacted],[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have reviewed your account and notes and I apologize for the internet issues you experienced on 8/15. Per our...

records you reported the outage just before 9 a.m. and verified services were back up during a follow-up call at 3 p.m.
I will have a supervisor in the Repair Department issue a credit for the day you spent without service and will personally follow up with you next week to verify the amount.
Per your account notes an equipment exchange ticket has already been created so you can go to one of our Cincinnati Bell retail stores to swap your modem. The closest retail store for you to visit will be our [redacted] location at [redacted].
I have also confirmed with product management if you wish to try a different model you can request to swap the ZTE modem/router for a Zyxel model at the store. Please remember to bring both the modem and power cord to complete the equipment exchange.
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.
Tina
Executive Care Agent
Cincinnati Bell Telephone

Dear [redacted],Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your account. While Cincinnati Bell does strongly recommend you use our modem equipment, it is not a requirement. Most fiber-based Internet providers do require that you use...

their modem for Internet service, such as [redacted] and [redacted]. While it is true that some cable providers allow you to use your own "cable modem", this is very different from the modem required for Cincinnati Bell Internet service. Our modem uses a coax connection between the ONT and the router (using something called [redacted], which is quite different from cable modem signals). If you wish to use your own modem, please return the modem that Cincinnati Bell has provided you to any Cincinnati Bell retail store; a representative from the store should issue you a receipt for returning the equipment and another receipt for placing an order to remove the $7.99 modem fee from your account. Please keep in mind that if you choose to use your own modem, Cincinnati Bell will not be able to provide troubleshooting or technical support should an issue arise with your service. Consequently, we cannot guarantee Internet speeds in your home if you are using your own modem equipment. 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

I have left a message for the customer to call me regarding resolving this Revdex.com Complaint - ###-###-#### option *

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]---Filed original complaint on 10/25/17 #[redacted]. Company responded today with a message on my cell phone 10/31/17 with a reduced rate of $19.99 per month plus modem rental fee. Okay fine. Representative said they don't guarantee anything but up to 5.0 mbps until fiber optics is installed in our area; if ever.. Still don't believe I am being treated fairly when they knew and still know they can only provide up to no more than 3.0 mbps . Seems like false advertising and HIGHWAY ROBBERY by not putting forth what a consumer can actually expect. What about the other $4300 or so they over charged for the last 15 years since we have had internet service or so to a customer of almost 30 years

Order [redacted] was issued 2-1-17 to cancel all service. The final bill will be sent out shortly.
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.
Cincinnati Bell considers this complaint closed.

February 16, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]
Cincinnati Bell is responding to your Better Business
Rebuttal.
Cincinnati Bell’s position stands. Appropriate credits
have been issued, as well as a promotion. No further credits are applicable.
With this final response, 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 find that this resolution is satisfactory to me for my account (service charge/adjustment for 3 months) however I do still expect to see an improvement in the internet service and that Cincinnati Bell will send out the crews to fix the bigger underlying issues for the all the customers served by them in our community and in our area.  Fiber optics is still not a viable option for this side of [redacted] and until it is a viable option the company needs to take the necessary and appropriate steps to rectify the issues.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

May 31, 2016
[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.
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

Cincinnati Bell states in our terms and conditions that the monthly charge for service will not be prorated on the final bill. The customer is responsible for the full month of service.
Service was cancelled 5-8-17 and the billing cycle is from 5-1 to 5-31. In order not to be charged for the...

full month of service the disconnect would have had to be done before May 1st. The customer chatted with a rep on 5-2-17. Nothing can be done to prorate the service. The final bill is due.
Cincinnati Bell stands behind our terms and conditions. If the final bill is not paid it will get sent to an outside collection agency.
I have included the term and conditions.
Executive Care
Cincinnati Bell Telephone

July 13, 2015
 
[redacted]
 
RE: New Service Order [redacted]
 
Cincinnati Bell is responding to the complaint you filed with the Revdex.com concerning the due date for the new service you were...

establishing.
 
In reviewing the call between you and the agent, we found that the due date of July 10th should never have been offered.
 
Anytime Video and Internet are added, the due date has to be 5 to 7 days out.
 
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.
 
This complaint has been forwarded on for training and development purposes.
 
It is with our sincere regret that we were not able to resolve your issues before going with a different provider.
 
Please feel free to contact our office at ###-###-#### if you have any additional questions.
 
Sue
Executive Care Agent
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.   Typical response for a company that gives horrible customer service and all around horrible service to customers in their own city. I don't consider this matter closed and will never recommend this company or its services to anyone. I give Cincinnati Bell negative reviews all around as seen by how they resolve issues and treat their customers. Read the fine print I guess and hope you never need to use the customer service for technical related issues. 
Regards,
[redacted]

June 17, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Per our telephone conversation, changes had been made to the account following your original quote. You switched to a low-usage...

line and upgraded your television package to Elite. There were no records of the original quote of $110. Cincinnati Bell cannot quote with taxes and surcharges. However, with your current products we can most certainly check to ensure you are on the best available pricing and promotions for your bundle. Our representative, John attempted to reach out to you yesterday June 16 to discuss your pricing. Please contact John back at your earliest convenience and he will work with you to tailor your package and products to ensure you are receiving the best available rates.
In regards to your current bill, as we discussed, a $516.97 adjustment has been placed your account. This brings your current amount due to $73.15. This credit was placed on your account due to you stating that you were offered a rate of $70 through June due to various issues you were having. This offer was honored as a courtesy, but moving forward, pricing will need to be discussed through our Retention department based on our best current rates.
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

Hello,I am not sure of the appropriate way to change the status of a complaint from rejected to accepted. Complaint ID: [redacted]Since the time of the business response to my initial complaint, both Cincinnati Bell and [redacted] have reached out to resolve the issue. [redacted] has just issued a credit making me whole. I would like to close this case and state the Cincinnati Bell took the proper corrective action. I attempted to close this through the Complaint Hub, but was unable to see an option to do so.Thank you,[redacted]