Star Office Supply

March 28, 2016
[redacted]
[redacted]
Cincinnati, Oh  45255
RE: ###-###-####
Cincinnati Bell is
responding to the complaint that you filed with the Revdex.com of
Ohio concerning your Final Bill.
In reviewing your...

account,
I found that the Bill dated February 17th in the amount of $128.33 was
not paid.  Your number was not ported out
until 03-10-16. You were billed up to 03-07-16.
The Final bill had late
fees which I removed.  The Long Distance
charge of $14.44 was for service from 02-05-16 up to 03-05-16.  Cincinnati Bell bills the long distance one
month in arrears.
I made adjustments today
in the amount of $12.47.  The balance
owing on the final bill at this time is $138.18.
It is never Cincinnati
Bell’s intention to upset our customers in any way.  On behalf of Cincinnati Bell, I apologize if
you feel we have done so in this matter.
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.   Very consistently on a hardwired computer my internet download speed is around 26M, on a wifi computer it is around 25M.  AT NO TIME HAVE I EVER RECEIVED 30M SPEEDS... EVER.   The technician on the phone specifically said Cin Bell caps the internet at 80% of the posted speed.   Regardless of any factors, or none at all, Cincinnati Bell deliberately sabotages my data speeds so that I CANNOT achieve 30M.  I would understand if Cincinnati Bell supplies me with 30M and other factors reduce that speed, but Cincinnati Bell themselves state that they cap well below the posted speeds we are paying for.  This is intentionally throttling my internet speeds to 80% but charging me 100% of the bill.  A service technician came yesterday and replaced the wireless router for unrelated reasons, and he stated we were getting 60M into the house. Again, we have never achieved speeds greater than 26M or so. 
Regards,
[redacted]

Again, if you go to all of the recorded messages you will hear exactly what the conversations consist of.  I'm not going away so keep stating that the provider chose to disconnect our services is the only solution you have. How can you let a provider close and account with verbal agreement from your customer ([redacted]) is this how you handle people's account.  If that's the case  anyone can send Cincinnati Bell a fax/email and have their services disconnected.  Had we not switched to another provider for our landline our Zoomtown would have never been shut off nor would Cincinnati Bell required that we switched to Fioptics.  How long has Fioptics been in our area, why weren't we advise that we had to switch to Fioptics.  Nothing had been disclosed to us even up to our service being disconnected.   I feel Cincinnati Bell was not working with us because we found a cheaper phone provider and we were no longer going to pay the high price for a landline.  Again, this will never be resolved as long as I can't retrieve my important information off of Zoomtown.  There is no reason why Cincinnati Bell can't let me do that for 1hour to get that information.  That's all I'm asking.  I paid for the service for the last 10-15years or longer, ARE YOU SERIOUS!!!
Regards,
[redacted]

June 22, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Per our telephone conversation, dial tone has been restored at your address and services are working properly. Cincinnati Bell has placed an adjustment in the amount of $33.48 on your account. This amount covers your entire first month billing cycle.
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

February 22, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Complaint.
I have reviewed your account thoroughly. Cincinnati Bell
has attempted to contact you via the...

telephone number you provided both
February 18th and February 19th to discuss our modem
policy, as well as to discuss the original modem we provided to you. We have no
records of it being returned. We were unable to make contact and left voice
messages with our return number on both calls. We have not yet received a
response via telephone.
Cincinnati Bell requires our customers to use the modem we
provide. This is to ensure you get the best 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 must still provide a wired modem for
your services to properly function. This equipment is what you are being
charged $7.99 per month for. You can attach your own wireless router to our
wired modem, if you would like.
Effective January 2016 a $3 price increase was
implemented on all modem fees. Your modem fee is now rated at $7.99 per month.
It is Cincinnati Bell’s policy to notify all customers
any time they will be affected by a price increase. We sent out letters, as
well as place notices on bills. On your December 2015 bill we put a notice in
the “Important Customer News” section. Looking at your bill, it quoted, “Effective January 1, 2016, the monthly modem
fee will increase by $3.00. For questions, please call ###-###-####”. Upon reviewing your bills over the course of
several years, we have included notices on the bills each time there was a
price increase on our equipment.
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

November 20, 2015
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to the complaint you filed with the Revdex.com
concerning your monthly charges.
I have forwarded your
complaint...

on to a Supervisor who has corrected the billing and made adjustments
to your account in the amount of $132.00. 
You currently have a zero balance after the payment of $107.81 that was
made today.  Going forward, your bill we
be $97.00.  This amount does not include
taxes and fees.
It is never Cincinnati
Bell’s intention to mislead or frustrate our customers in any way.  On behalf of Cincinnati Bell, I apologize if
you feel we have done so in this matter. 
In the future, we hope to provide you with the customer service you
should expect from Cincinnati Bell Telephone.
Please feel free to
contact our office at ###-###-#### if you should have any additional issues.
Sue
Executive Care Agent
Cincinnati Bell Telephone

January 26, 2016
[redacted]      
[redacted]          
[redacted] 
RE: ###-###-####, [redacted]
Dear [redacted],
This letter is in response to the complaint that...

you filed with
the Revdex.com regarding the calls from solicitors. 
Cincinnati does not sell your information to solicitors of any
type and our website has our privacy policy if you would like to read it www.cincinnatibell.com. 
The billing issue is being handled by another representative in my
office and she is in the process of getting those issues resolved.
We do not sell trade or rent your personally
identifiable information to outside companies or marketing firms, except for
the following circumstances. We may share this information within the family of
Cincinnati Bell-affiliated companies to improve our services to you. We may
also share personally identifiable customer information with our agents and
trusted business partners when required for the specific and limited purposes
of providing products or services to you that you have authorized, such as to our
shipper in order to fulfill an on-line order, as well as to evaluate and
improve the quality of our services.
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],
I apologize if this was not explained to you at the time of enrollment. Below I have included a summarized Terms & Conditions statement for Cincinnati Bell [redacted] that is listed on the product site for CBE (https://www.cincinnatibell.com/energy):
"The 10% savings plan is for Cincinnati Bell Energy's ("CBE") variable rate plan offered in the [redacted] Ohio service area (the "Plan"). The Plan applies to your first 12 months of service with CBE and offers 10% savings each month on: (1) your electricity supply costs compared to the [redacted] "Price to Compare" Rate; and (2) your natural gas supply costs compared to the CBE Utility Price Index. The CBE Utility Price Index represents CBE's best efforts at approximating [redacted] Energy's natural gas supply rate using information from [redacted] Energy's public rate filings and assumptions regarding average customer usage, and does not account for all possible variations of rate classes and customer usage. Actual savings for both products may vary based on factors such as: rate class, net metering, and meter read cycle. You can terminate at any time without a termination fee. The Plan applies to the supply portion of your bill only, and does not include taxes or other fees. You will continue to incur service and delivery charges from [redacted] Energy. There are no further price guarantees after the first 12 months. Carbon savings and equivalencies are based on EPA estimates for Ohio. CBE is licensed by the [redacted] to offer and supply competitive electric retail service (Certificate # [redacted]) & natural gas retail service (Certificate # [redacted]). CINCINNATI BELL [redacted] USES THE CINCINNATI BELL [redacted] NAME UNDER A LICENSE AGREEMENT WITH CINCINNATI BELL INC."
Again, I apologize if you feel this was not explained properly to you at the onset of your registration with Cincinnati Bell Energy. Unfortunately, as I mentioned in our previous correspondence, you must contact [redacted] for any billing-related [redacted] questions or concerns; you can contact their billing line for further assistance at: ###-###-####.
Thanks for choosing Cincinnati Bell. Josh
Cincinnati Bell Online Support Center

February 19, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your RevDex.com Complaint.
We have reviewed your account thoroughly. It appears that
you are currently...

receiving a promotion for $10 off on your Static IP service,
bringing your rate to $79.99 for speeds up to 20 megabytes per second. $79.99
is the standard rate for 10 megabytes. Our records indicate that you spoke with
our Customer Service department on February 17, 2016 and were advised that you
are receiving your Static IP service at this reduced rate. They also offered
you a $10 twelve-month promotion on your Home Phone as a retention effort,
which you accepted.
I reached out to our Technical Service department this
morning to address your technical issues. I have received confirmation from
them that they have made contact with you and was able to discuss and resolve
the Static IP issue. It has been determined that a credit of $20.62 is
applicable for your reduced speeds. This credit has been placed on this
account.
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

January 25, 2016
[redacted]         
[redacted]
RE: [redacted]
Dear [redacted],
This letter is in response to the complaint that you filed with
the Better Business...

Bureau.  It was a
corporate decision to increase the price of the modem from $4.99 to $7.99 eff
1-1-16.
A bill message was printed on your 12-16-15 invoice:
Important Customer News
Cincinnati Bell is working hard on your behalf
to hold prices as low as possible; however some rates on your next bill may be impacted
due to increases in our cost to do business. We value you as a customer and are
committed to providing you with the latest products and technical advancements,
while maintaining the highest level of reliability and service. Thank you for
your continued business.
Effective
January 1, 2016, the monthly modem fee will increase by $3.00. For questions,
please call ###-###-####.
I understand that when you called in to speak to a representative
that you were not happy with the customer service.  We will listen to the call and do coaching
and training for the representative after our findings from the phone call.
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

I'm still being over charged and I would like the records you said someone else paid my bill. also I'm having to unplug my modem every day as it doesn't work correctly

Customer contacted Revdex.com and stated she received her discount.

February 10, 2016
[redacted]
RE: ###-###-####, [redacted]
Cincinnati Bell is responding to your Ohio Attorney
General complaint received through the Revdex.com.
Our notes indicate that you called in and spoke with...

one
of our representatives in our Retention department on February 6, 2016. The
representative explained to you that the pricing on the website is promotional
pricing for new orders. Existing customers would not qualify for new customer
pricing. Since you did not qualify for new-customer pricing our representative
offered you a different promotion on your television and you declined. It is
important to note that promotional pricing is temporary and after the
promotional period ends regular rates apply.
This Retention representative was able to offer you
promotional pricing on your home phone and 30 megabyte internet, which you agreed
to. He obtained his supervisor’s permission to add an additional $5 discounted
promotional rate on your internet that we regularly do not offer. You were also
guaranteed a $35 fractional credit on your home phone and internet due to the
changes made.
Television was removed from your package. We do not
prorate our Fioptics television rates. No further credits are due on this account
beyond the ones that have already been issued.
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.  Cincinnati Bell seems to be phoning me to pay on my  now cancelled account.  We had been unhappy with their services and wanted to, and tried to  cancel in December of 2015 even though they would not accept our calls for cancellation.  Their "policy" of protecting the customer is bogus, since upon entering the brick/mortar store and asking for assistance, their employees neither asked nor required ANY personal identification from me.We will not pay them any monies due and would like a refund for the entire last 30 days of all of the services they had previously provided to us. thank you,
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]
 
I did speak to a representative that successfully resolved the issue in a very professional manner. I consider the resolution fully acceptable and close the complaint without malice.

October 31, 2014
[redacted]
Re: [redacted]
Dear [redacted],
Cincinnati Bell has reviewed your account. You have the lowest possible pricing. You have a promotional rate of $[redacted] + taxes and fees. This was on your receipt that was emailed to you on...

09-04-14.
Cincinnati Bell cannot offer you any additional promotions on this account. You may want to remove some services or rebundle your package. You would need to call the Residential Call Center at [redacted] to make changes.
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

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]Customer called indicating the credit has been applied, however, he is still not receiving the bundled services (Cincinnati Bell + [redacted]) that he was promised and at the rate stated in the contract. He was promised one bill and this issue has not been resolved. He has spoken to a couple of people who have been very nice but nothing has been done.

February 12, 2015
[redacted]
[redacted]
[redacted]
[redacted]
 
RE: [redacted]
 
Dear [redacted],
 
This is in response to your Revdex.com rebuttal. Our notes indicate that on 01-19-15 you called into the call center and stated that you were porting out to another provider. The representative advised you about your local service freeze and removed it the same day. Our call center is an inbound call center only. Representatives receive inbound calls as soon as the previous call ends. Cincinnati Bell does apologize again for your poor experience
Cincinnati Bell considers this complaint closed.
Sincerely,
 
[redacted]
Customer Care
Cincinnati Bell

May 24, 2016
[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

The Executive Office staff has assisted [redacted] to the extent possible and have issued courtesy credits to his account. Our records indicate that tech support has tried many times to reach [redacted], but he does not accept their calls – this will not help him solve the issue.  He must give our experts a chance to assist.  Our platform partner tells us directly, these e-mails have been delivered to Mr. Favor.  When auditing the phone calls to Tech Support, [redacted] wants nothing but credits and has received over $116 worth of them.  He also has been given our Internet Security FREE for 12 months. [redacted] needs to contact Tech Support and give them an opportunity to assist with these new issues – which very well could be a passcode issue again. [redacted] needs to follow process and allow us to help him.  He needs to call ###-###-#### and allow them to assist without becoming unprofessional and threatening legal action.  ALLOW them to assist.