Star Office Supply

November 9, 2015
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com complaint.
I have researched your account and found on 9/5/15 you
were scheduled to...

upgrade your service to Fioptics video and internet. This
installation was held by engineering due to additional wiring needing to be
completed on your street. I apologize for any inconvenience this delay may have
caused.
Per our records during this time you had a duplicate
order scheduled to upgrade your services. This order should not have been created
as there was already an existing order in place. Once this situation was
resolved your video and internet was installed on 9/23/15.
From this point we have no record of further contact
until the account was suspended for non-payment on 11/4/15. Per the notes on
your account you requested to cancel all services that day and you were offered
a $65 courtesy adjustment by the Retention Group as an attempt to save you as a
customer. This offer was refused by you. There is currently a disconnect order
on your account due for 11/16/15.
If you would like to cancel the disconnect order and make
payment to get your service restored I will honor the $65 adjustment that was
offered. No further adjustments are valid as your service has been working
since the install date 9/23/15.
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.
Tina
Executive Care Agent
Cincinnati Bell Telephone

[redacted] Bell has already informed the customer directly that there will be no further credits applied to the remaining balance on account number [redacted] as we feel the customer has been more than fairly compensated with credits for service issues and billing issues. At the time the...

customer filed this Revdex.com complaint, no payments had been made on the account in 2018 and the account was disconnected for non-payment. The final balance on this account is valid. Thank you

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 still have not received a payment as of 3/5/2015. I was never contacted by Cincinnati Bell. I have continually had to call them regarding this complaint. I have spent literally hours of insisting this be resolved. Since I have been told on several occasions that this would be taken care of, I would like the complaint to remain opened until I receive payment. 
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.
 
I do not consider the matter closed until the card is in my possession. I did call the rebate center, again. They told me, like every other time, that they are sending it to me. This time they were reasonable enough to change my address and waive the fee to do so. They gave me a different date then you did as to when it was last supposedly sent. I am "supposed" to receive the new card in 15 days. I've heard this numerous times before so we'll see.
Regards,
[redacted]

[redacted] [redacted]
Revdex.com #[redacted]
Account ####-###-####,[redacted]
 
Dear [redacted] and [redacted],
 
We have received and reviewed your additional concerns with your Cincinnati Bell account # ###-###-####,[redacted]; and the activation of your services.  Please provide your PIN/Password with your [redacted] wireless account number.  We were given [redacted] as your password however per [redacted] that is incorrect.
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

November 9, 2015
[redacted]
RE: Cancelled order
[redacted] – [redacted]
Cincinnati Bell is
responding to the complaint that you filed with the Revdex.com
concerning our FiOptics.
It is never Cincinnati
Bell’s intention to mislead our customers in any way.  On behalf of Cincinnati Bell, I apologize if
you feel we have done so in this matter.
Our FiOtics is just the
Brand name for our product.
Our FiOptics can be delivered over fiber to the cross box and then over copper
up to 3,500.00 feet from the Box to your home. 
Fioptic
services are delivered over a fiber-to-the-home network using Gigabit Passive
Optical Network technology.
To serve a
home, a single-mode optical fiber extends from an optical line terminal at a neighborhood
central office where a passive optical splitter fans out the same signal on up
to 32 fibers, thus serving up to 32 subscribers.
Again, I
apologize if you feel we have misrepresented our product.
Please free to contact our office at ###-###-#### if you
have any additional questions concerning our products.
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 have determined that this does not resolve my complaint. 
Regards,
[redacted]
April 11, 2015From [redacted] son [redacted]As noted in my original complaint letter to Revdex.com my mother (soon to be 91) is in very poor health and can not hear on the phone and has trouble writing.   I am her power of attorney and take care of most of her personal ite[redacted] Mother lives in section 8 housing apartment complex in [redacted].  The complex has a service coordinator [redacted].  [redacted] responded to Cincinnati Bell's original request on September 22, 2014 by faxing the required Life Line Application-[redacted].  On October 3, 2014 [redacted] faxed mothers Section 8 Housing Lease form.[redacted] had information from Cincinnati Bell Life Line that the original fax was not received.  All information requested by Cincinnati Bell was faxed a second time on December 3, 2014.  She was told again, faxed forms not received.  [redacted] then copied all forms and mailed (via USPS) same forms to Cincinnati Bell directly to a person at Cincinnati Bell's Assistance Program.  For the THIRD time she was told no application forms received.It appears that is when Cincinnati Bell started charging mother for her Life Line.Please see attached two PDF's of faxed Life Line forms to Cincinnati Bell's fax number ###-###-#### on September, October and December of 2014.I have called Cincinnati Bell's Life Line at least twice to determine how to help rectify this is[redacted] with Cincinnati Bell charging her for Life Line.  I am always told the same thing by Bell's representative.  Your mother has not responded to our requests.  And according to Cincinnati Bell Life Line representatives, my mother has two Life Lines.  The representative also said my mother has not lived at her address for only one year.  All of that information is incorrect.  As you can see, reasonable efforts have been made to comply with Cincinnati Bell's requests.  It appears that Cincinnati Bell has a BIG problem in their system and/or employees that are not equipped to do their job.We are requesting credit for all overcharges on my mothers Cincinnati Bell phone bill.I hope to have this rectified for my mother very soon.Thank you in advance for your assistance in this matter.[redacted] son###-###-#### cellFor Mother [redacted]

It is Cincinnati Bell's policy to charge for the modem: The modem fee covers the following:
Modem (Optional - Wireless Home Networking): Is required with every HSI sale.
Wirelesss Home Networking can connect all of the customer's home computers, laptops, or printers to one High Speed...

router.
Cincinnati Bell supplies and configures all of the necessary equipment to get the network up and running.
A Wired Modem and Wireless Modem are the same price: $7.99 a month (how to explain this charge, see below)
The monthly Wireless Networking charge includes full network support by our Zoom Town Help Desk, SSID and Security set-up, advanced settings (port forwarding for gaming / slingbox), and best of all, it's guaranteed. If it stops working, we'll replace it, free of charge.
The integrated modem will broadcast a wireless signal throughout a home or small office setting. Additionally, customers HSI service will operate via the integrated modem, providing one device and removing additional wires and clutter in a home or office.
A Wireless Network can increase the usefulness of your home computers in numerous ways: Share Files, Share Printers, Share your Internet Connection, Multi player gaming, Computer mobility, Go Wireless.
Although equipment can be purchased elsewhere, Cincinnati Bell routers are the only hardware tested for our High Speed network and are the only equipment fully supported by Cincinnati Bell.
Our price of the modem and the unlisted number have increased due to the increased cost of doing business.
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.
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.

February 17, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Rebuttal.
Cincinnati Bell’s policy is to refund for time without
service. As stated in my previous response, the adjustments applied have exceeded
standard company policy. All applicable credits have been applied.
Cincinnati Bell’s position still stands and we consider
this complaint closed.
Megan
Executive Care Center
Cincinnati Bell Telephone

Attached is the Contract, Terms & Conditions and Verbal recording of the agreement. The original contract was agreed upon in 2011 and have renewed every year since 2013 as stated in the agreement. The early termination fees are valid for the service.

July 8, 2015
 
 
Cincinnati Bell is responding to your Revdex.com Rebuttal concerning our Zoomtown speeds.
 
Again, I apologize if you think our response is unacceptable. 
 
We found that you cancelled your service with Cincinnati Bell back in May of 2014. If you think you would like to try the 1GB speed, we will be happy to give you a discounted price for (12) twelve months.  Also, Cincinnati Bell does not have contracts so this would be your opportunity to try our Zoomtown service again.
 
I hope you will consider our offer and allow us provide you with the products and customer service you have grown to expect from Cincinnati Bell.
 
Please feel free to contact our office at ###-###-#### and we will be happy to assist you.
 
Sue
Executive Care Agent
Cincinnati Bell Telephone

We have confirmed with our technicians that the service has been disconnected. If you still have the equipment plugged in it may show the wireless connection, but you would not be able to get an internet connection. If you unplug the equipment the signal should be gone.

2/10/16[redacted]         RE: [redacted] Dear [redacted]. This letter is in response to the complaint that you filed with the Revdex.com regarding the one month free and the internet pricing. Per our conversation today I am not able to adjust the bill until it prints on the 16th.  Once I can see the bill I will adjust the full bill.  I have also rated the internet at 89.99 a month for the next 12 months plus tax and surcharge. 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. MelissaExecutive Care RepresentativeCincinnati 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.Regards,
[redacted] This is in reference to complaint number ID[redacted]. In my account on the Cincinnati Bell website, they still have me owning them 45.00 Plus dollars. They were suppose to have taken off all charges, and cancelled the account. Until this is done nothing has changed. They are still trying to charge me for services they never provided. I cannot ignore this, because I have seen this type of practice before. Where some time passes, and they bring this cancelled bill back up as saying that I owe them money. I would like to see on my account that they have removed all charges! Desired Outcome: Remove Charges from the online account. Send me a notice of this at: [redacted]. Stating that there are no charges for this account. Order# [redacted]. Account#[redacted].

July 7, 2016
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Our records indicate that you called in and spoke with our Collections department yesterday evening, July 6, 2016. As a courtesy, an additional $108.15 was adjusted off of your balance due. No further credits are applicable and 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 we have done so regarding this matter.
Megan
Executive Care Center
Cincinnati Bell Telephone

December 16, 2015
[redacted]
[redacted]
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your RevDex.com complaint.
I have been advised by the sales manager at the [redacted]
location at the original...

point of sale the 2 [redacted] phones were rang out
free per the 2 year contract discount [redacted] was offering. The phones were
then later returned through the system and rang out using the [redacted]
program, in which there is no money down for the phones, except for sales tax,
the phone is then billed in installments on your monthly statement from [redacted].
The sales manager has advised this was done by your request so you would
receive the monthly service discount on each line [redacted] honors to its
customers that take advantage of the [redacted] program rather than sign a contract.
There was also a credit of $180.44 issued to your Cincinnati
Bell account as a courtesy for the confusion regarding Cincinnati Bell services
being billed one month in advance.
I apologize if there was any confusion or
miscommunication during this transaction. However Cincinnati Bell is unable to
waive or adjust any terms, and/or charges or fees incurred on your [redacted] account.
It is never Cincinnati Bell’s intention to confuse or
frustrate our customers. On behalf of Cincinnati Bell I apologize if we have
done so in this matter.
Tina
Executive Care Agent
Cincinnati Bell Telephone

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 have determined that this does not resolve my complaint.  You did not address my mother had to wait two plus weeks for your person to come and fix the phone issue, as well she called agin and now has to wait another week.You didn't address the fact she should receive credit for the time the phone has not been working.you didn't address the rude person from Cincinnati bell she talked to. I do not appreciate hearing that as it seems your people need phone etiquette training!The technician said the phone was working and didn't need to go in  her house, if it wasn't working then he would need to. Exactly what did your person due? Why did he say the phone was fixed?Why didn't you address all my concerns? instead of just saying he couldn't get inside as your answer???
Regards,
[redacted]

December 19, 2014
 
 
 
[redacted]
[redacted]
[redacted]
 Cincinnati Bell is responding to your Revdex.com complaint.?
RE: Wireless Account #[redacted]
 
 
Per our phone conversation this wireless account was written off...

in 2007 for $14.66. This amount was for late fees only.
 
I apologize for the confusion regarding this account and the collections call. We have adjusted the $14.66 off of this account. [redacted] has also been updated of the credit however it may take a couple of weeks for them to update their own records.
 
It is never Cincinnati Bell’s intention to confuse or frustrate our customers. On behalf of Cincinnati Bell I apologize if we have done so in this matter.
 
[redacted]
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.  Horrible customer service, and faulty equipment. My sound bar works perfectly fine. The equipment provided by Cincinnati bell is faulty. This company does not deserve the Revdex.com rating they currently have. 
Regards,
[redacted]