Star Office Supply

[redacted]
Revdex.com #[redacted]
Account # [redacted]
 
We have received and reviewed your additional concerns with your Cincinnati Bell Internet account # [redacted]; and your internet speeds.  I have sent to have adjustment issued on your account of $41.30.  Your account balance will be $0.00 within 48 business hours.
 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.
 
Thank you,
 
[redacted]
Executive Care
Cincinnati Bell

August 8, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have reviewed your account and billing and you have not been overcharged since August 2015. When you added...

video to your account in June 2015 you were given a one month free promotion for the Max Video package. This promotion was reflected on your July 2015 statement and expired 30 days after activation.
Promotional periods are not always 12 months. Some promotional offerings are only available for 1, 3, or 6 month periods. These periods are based on the product being discounted and the amount of the discount being given.
On 6/6/2016 you spoke to a customer service representative and made a payment on your past due balance to restore your services. At this time the representative adjusted your reconnection and late fees as a courtesy, and a payment arrangement for $183.36 to be paid on 7/1/16 was agreed upon. This call has been reviewed and the agent asked you if you would like the payment to be scheduled to auto withdraw from your account or if you would like to call back in to make the payment. You advised the representative you would call back in.
Per your account notes new promotions were given to you on 6/24/16 making your monthly service fee before taxes and fees $242.24. A receipt for this order was emailed to you at [redacted].  The agreed upon payment for $183.36 was not received on 7/1 resulting in your services being suspended on 7/14. On 7/14 you were correctly advised in order to restore services you would need to pay the full past due balance of $415.55.
If you have any questions or would like to make payment you can reach Customer Service 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me, I just want to leave it behind.  I would like to point out though, the business practices that Cincinnati Bell uses to make the sale are, in my opinion, unethical.
Regards, [redacted]

[redacted] per our conversation a technician is scheduled for 7-3-17. I have issued a one month credit to your account $42.54. I have emailed you a copy of the work around for the errors that you are getting. I hope this resolves your complaint. I will be following up with you when I return to the...

office on 7-10-17.
Thanks,
Executive Care
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.  
As far as no calls threatening to cancel...you are correct, there were no calls.  There were however emails stating problems back and forth with Aaron C. [redacted], and also his supervisor.  And in those emails I told them that as soon as my contract was up I would no longer be staying with Cincinnati Bell.  This started back in November of 2015.  And I was told by Aaron that he would reach out to me about a month before my contract was up in order to give us an opportunity to talk to other carriers.  I did not receive that call.  I know that I will not win against a big business with this.  I just feel that it is unfair for a company to raise it's "month to month" rate 300% in order to effectively gain a yearly contract.  I mean given the choice of a 300% increase, or your old prices....what choice do we as the general public have but to bow down to their demands, or be raped by greedy corporations.  Apparently I have just been raped.  I will not ever do business with Cincinnati Bell again and I will make sure that any business dealings that I have, I will let others know of their greed and unethical practices.  
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. 
Regards,
[redacted]
I don't agree with them but there a big company and no matter what any body tries they never win they are never wrong like laying off workers and out source overseas people use to talk to CB but no more because they don't about the people all they want is to fill there pockets with more money see they said that on there end it is settled You can't talk to people like they are there never wrong no matter what.

February 11, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com rebuttal.
The Cincinnati Bell Executive Office has reviewed your
account thoroughly regarding your Fioptics Internet speed issues. We sent a
technician out your home on February 5, 2016 who was able to train your speed
at near 14 megabytes per second.
On February 8, 2016 I personally spoke with you around
2:30 PM. You asked
me to personally have our Technical Support department reach out to you for
further troubleshooting. I contacted the Technical Support manager and
scheduled a callback time of 3:00 PM, as you assured me you would be home any
time after 3:00 PM. Our Technical Support specialists reached out to you
several times that afternoon during the timeframe you requested and stated you
would be home during. These agents were unable to reach you.
Additionally, I reached out to you on February 9, 2016 since we were unable to reach you for your requested appointment on the 8th.
You did not answer the telephone. I again reached out to you today on
February 11, 2016 and was unable to make contact. On each of these calls we
have left callback numbers and you have failed to contact us back to speak with
Technical Support. You contacted the Executive Office back today on February 11,2016 and refused my offer to have a Technical Support agent contact you for troubleshooting. I offered to give you the number to Technical Support to contact them at your convenience and you said no and hung up.
At this point the Executive Office would recommend that
you contact our Technical Support department at ###-###-#### at your
convenience for further troubleshooting.
Cincinnati Bell considers this complaint closed.
Thanks,
Megan
Executive Care Center
Cincinnati Bell Telephone

Per our records and the response we received from Core Risk Services
Cincinnati Bell has denied this property damage claim and considers this complaint closed.
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.
Executive Care
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]

Per our records you placed an order with [redacted] for internet service with CBT. We issued the order and left you two phone messages and sent you an email. With the order it was set as a self install so no installer needed that is why a modem was shipped to you. I have cancelled the account and dated...

back to the date the service was installed. An email receipt was sent to your email: [redacted] 
You will need to return the modem to our Cincinnati Bell retail store so that you are not charged the equipment fee.
Once the order processes a refund will get sent out. It can take up to 30 days for the account to go final and the refund to be mailed. Hopefully it will be sooner than that. The order # is [redacted].
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,
Executive Care
Cincinnati Bell Telephone

March 3, 2015
[redacted]
 
RE: ###-###-####,[redacted]
Dear [redacted],
This was explained in Cincinnati Bell’s first response.
Cincinnati Bell does not pro-rate billing on video or internet services when they are terminated.
Cincinnati Bell has closed this complaint.
 
Sincerely,
 
[redacted]
Customer Care
Cincinnati Bell

April 14, 2015
 
 
 
[redacted]
[redacted]
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I have reviewed your account and tech notes. Per our records you reported internet...

issues on both 11/14/14 and 11/15/14. A repair technician was sent to your residence on 11/18/14 and your ticket was closed as resolved.
 
A senior Repair Supervisor has issued a credit of $14.50 to your account for the four days of service interruption.  Cincinnati Bell has no other record of reported service issues on your account.
 
The credit that has been issued brings your current amount due to $292.05. Your account is currently in a cancelled status.
 
The final bill for your account has charges for an unreturned modem and power cable. If you return this modem and power cable to any of our Cincinnati Bell retail locations the $120 charge for this equipment would be adjusted as well.
 
If you have any further questions regarding your final bill or you would like to settle this account you can contact the Billing Department 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.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

The contract was electronically signed by [redacted] with email [redacted]. The terms and conditions can be found at www.cincinnatibell.com/business/legal and stated on the signed contract.

January 26, 2015
 
[redacted]
 
RE: CBW Account#[redacted] 
 
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your Auto-pay.
 
It is the customer’s responsibility to set up and cancel the autopay on the Cincinnatibell.com website.  We have checked our records and for whatever reason the autopay was not cancelled till 1-20-15.  I know you have said that you tried to cancel the autopay but according to our time stamped dated records the autopay was cancelled 1-20-15. 
 
Cincinnati Bell is not able to reimburse you for something that we had no control over. 
 
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

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 the message recieved from cincinnati bell on January 27th below, Dear [redacted],We do apologize for any confusion in this matter. Your services are currently ran from the [redacted] wirecenter. Until some upgrade are made in available port, Cincinnati Bell is not current accepting new service order for Fioptics nor Internet service. At this time, Cincinnati Bell does not foresee an availability this quarter. We do apologize if you were told otherwise. Sincerely,Cincinnati Bell's Internet Contact CenterIt is not, in fact,  that availablity is an issue, it is that the port must be updated. Their response has been rejected since the previous owners disconnected service (making a port available) only a few days before I requested service. It seems to me they are unwilling to invest in updating the port, hence making it "unavailable" in their eyes which is entirely 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.  Cincinnati Bell's response is simply inaccurate.  1.  I have looked through my past bills, and Cincinnati Bell's deceptive billing began two months into the "promotion" which began in September. My first phone call with Cincinnati Bell billing was the end of November when I received a $10.68 credit for over billing.  I had to call again on February 5th to receive the same credit.  But of course the deceptive billing continued and on March 13th I spoke with "Frances" (#43651) who agreed to take off $10.98. The bills continued to increase and on April 2nd I received a $33.98 credit.  The trend/practice is apparent, and continued until I cancelled the policy. Each time the "fees" were explained, but they included inappropriate non negotiated fees. And each time the inappropriate fees were refunded and promised not to be apart of the next months bill. 2.  Notification of Rate Change - The promotion expiration was included on the September billing.  It was on the third page, in fragmented sentences and did not include an explanation of price difference which amounted to more than double.  The language read as follows:"The promotional price(s) of the followingservice(s) will expire on Sep 27 2015:Fioptics EliteNew prices will apply to these service(s)"3. Cincinnati Bell's Final Bill Department at ###-###-#### transfers the caller to a call center out of the country.  The representatives are only able to accept payment and are unable to do anything else, including discuss rationally the bill,.  You will be placed on hold for an aggregated 60+ minutes and transferred back and forth between two to three departments. Attrition is their preferred weapon. 4.  Cincinnati Bell failed to address their refusal to suspend/hold my services while I mobilized to active duty Army in 2013. Although Cincinnati Bell may not be obligated under the Servicemembers Civil Relief Act as it unfortunately doesnt explicitly cover internet contracts, Cinicnnati Bell should be familiar with the thrust and intention of the SCRA.  Moreover, Cincinnati Bell should be compassionate to its customers who were mobilized for OEF/OIF. Cincinnati Bell refused to suspend/hold the account and immediately accessed a several hundred dollar fee on the internet modem until it was returned. Regards,
[redacted]

July 6, 2015
 
[redacted]
 
RE: ###-###-####
 
Cincinnati Bell is responding to your complaint that you filed with the Revdex.com.
 
Cincinnati Bell is and has been in the process of replacing all copper wiring with our...

FiOptic lines.  This needs to be done in phases due to the cost and man power.
 
After reviewing notes and calls to our tech support department, Cincinnati Bell has agreed to apply a one month Video and Data credit to your account in the amount of $114.32.  This credit will appear on your Final Bill.   
 
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.
 
In the future, Cincinnati Bell hopes to provide you with the products and customer service you have grown to expect from Cincinnati Bell Telephone.
 
Please feel free to contact our office at ###-###-#### with any additional issues.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

February 23, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Rebuttal.
The Executive Office contacted you directly on three
occasions. I personally attempted to reach you today, on February 23, 2016, as
well as February 18th and February 19th to discuss our
modem policy, as well as to discuss the original modem we provided to you. On
each voicemail I left the direct number to the Executive Office.
As mentioned in my previous response, Cincinnati Bell
requires our customers to use the modem we provide to ensure the best possible
speeds. You have the option to attach your own wireless router to our wired
modem, if you would like. We have no record of you returning your original
equipment that we provided to you. This equipment is what you are being charged
for. We provide this equipment to all customers, per our modem policy.
I reviewed your bills thoroughly. Over the past several
years we advised you of price increases on your January 25, 2014 bill, November
25, 2015 bill, and December 25, 2015 bill. I verified that this was included on
all of your bills, prior to any price increase you were affected by. You can
find this under the “Important Customer News” section at the bottom of your
bill, which is below your payment due date.
Cincinnati Bell’s position stands on this policy. 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

October 11, 2016
[redacted]
RE: ###-###-####, [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Upon reviewing your account it appears a sales receipt was sent to the email address [redacted] on...

4/19/2016 quoting your services at $103.33 before taxes and surcharges. This included a one-time charge of $36.82 for pro-rated charges. This was for services between the dates of April 27 through May 19th. Our records indicate courtesy adjustments were placed on your account in both July and September due to billing disputes.
It appears changes to your services were made on 9/8/2016 through our representative Danielle. This brought your bundle total to $112.36 before taxes and surcharges. These services include: HomePak Advantage telephone service including unlimited long-distance, Fioptics Internet and modem, Fioptics Elite Television, 2 HD boxes, 1 HD-DVR Box, and DVR service. All boxes are currently under a promotion, rated at zero. You’re receiving a $10 bundle rebate, as well as $86.99 in promotions.

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 11441751, 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]  On Monday I signed onto my account and my balance showed as $0 owed.  Today I signed on and you have the $113.06 back on there.  You have left me no choice but to contact my attorney to try and resolve this.  I am not paying for a service that I cancelled.  You stated you have no record of me calling or emailing to cancel this service.  You probably don't have any records since you can't seem to keep anything straight.  This is absolutely infuriating.  Now your collectors are calling again after I specifically told them I did not want to receive any more phone calls.  I have requested proof from them also but they can't seem to provide that.  I am sending an email to my attorney today.  His name is Ed Massey, you should hear from him shortly.