Star Office Supply

May 31, 2016
[redacted]
[redacted]
[redacted]

RE: CBT Account – [redacted]
Cincinnati Bell is responding to the complaint that was filed with the Revdex.com regarding the prorating 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:
6.2.3 Termination and Cancellation Policy
A. Equipment Termination Charge: When terminating service, including porting out to another provider, you must return the modem and power cord to Cincinnati Bell or you will be charged One Hundred and Twenty Dollars (USD$120.00); One Hundred Dollars ($100 ) for the modem and Twenty Dollars ($20) for the power cord (the "Equipment Termination Charge").The Equipment Termination Charge will appear on your monthly Cincinnati Bell bill unless you return these items, undamaged, on or before the 5thcalendar day from the day on which you or we terminate your Service (the ”service termination date”). If you return the undamaged items after more than 5 calendar days but within 30 calendar days from your service termination date, you will see the Equipment Termination Charge and an equivalent credit on your monthly bill. You will not receive any credit for returning these items unless they are received by Cincinnati Bell within 30 calendar days of your service termination date.
B. Cancellation Billing Policy: The monthly charge for Internet 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.
This is our process and Cincinnati Bell stands by our decision not to pro rate the 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.
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.   1.  It has been less than 24 hours after a "fix" was made when the agent attempted to call me to get me to close the case.2. I was at work and I can not always answer while I am there, hence the missed call.3. The technician that I talked to on Monday (2-8-2016) did get me up to 16 mbps in speed which I was happy with.  He also told me to monitor it for a couple days to check for speed consistency.4.  I do understand, as the rep likes to keep telling me, that I am not guaranteed 20 mbps, especially during peak hours.  I should realistically see 85% of that speed most of the time especially when the modem is software limited to 17 mbps.5.  Attached is a screenshot of a speed test  that was made today (2-9-2016) at around 8 P.M.  It still may be considered peak hours, but that does not justify an 80% drop in speed.  Especially when the only device connected at the time was the computer used to run the speed test.What I want done:1.  I want the speed problem to be fixed.  If I need to talk to another high up network technician or have another tech come out then I am more than willing to do so.2.  I think Cincinnati Bell should cover the first months bill that I have already received since this has not been working correct since install.
Regards,
[redacted]

Cincinnati Bell pro-rates final bills for any federally regulated services (home phone), but does not pro-rate for non-regulated services like Internet and TV. However, as a one-time courtesy, I have issued a credit to your account bringing the final balance on the account to $113.92. Please pay...

this balance as soon as possible to fully close out your account. Thank you for your business.

Revdex.com:As stated in my message on 12/21/15, I never had "insufficient funds" in my account as Tina at Cinti. Bell said.  Also, as stated in previous response, I can support this with any necessary information needed.  Again, I would like them to stop adding charges to my account for "insufficient funds" and returned checks when they no longer have my permission to have any access to my bank account.
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]

The day I canceled the payments I made and was told would be my final payments was 185 dollars which is way more than my mothly charges of forty some dollars. It's all on the recording, let us listen to the recording

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]

March 14, 2016
[redacted]
RE: ###-###-####
Cincinnati Bell is responding
to the complaint you filed with the Revdex.com concerning your
Internet service.
Per notes on your account,
I found that a...

technician went out and swapped out your modem.
I received a message
stating that your service is working properly after the visit.
It is never Cincinnati
Bell’s intention to frustrate our customers in any way.  On behalf of Cincinnati Bell, I apologize if
you feel we have done so in this matter.
Please feel free to
contact our office at ###-###-#### if you experience any additional issues.
Sue
Executive Care Agent
Cincinnati Bell Telephone

Dear [redacted], Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning the installation of services at your address.    I was able to look into your account and saw that some engineering issues were going on at your...

address, as well as some other buildings in your general area. I do apologize for the confusion with this issue; some of our engineering/wire work is sub-contracted, so it can become hectic trying to organize work and information between multiple companies and their employees.  I sent your account to an engineering specialist and was able to determine that your address needed some wire splicing at the terminal that would provide service to your residence.  I was able to get this expedited, and after checking on your account at around 4:00pm on 11/04/16, it appears as if everything has been taken care of and an installation appointment has been scheduled for 11/08/16 between 8am and 12pm.  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 for your business! Josh Executive Care Representative Cincinnati Bell Telephone

February 6, 2015
[redacted]
[redacted]
[redacted]
 
RE: ###-###-####,[redacted]
 
Dear [redacted],
 
This is in response to your Revdex.com complaint. Cincinnati Bell has reviewed your account. Cincinnati Bell does apologize for any misinformation...

or miscommunications. We appreciate you bringing this discrepancy to our attention. Cincinnati Bell does use this feedback for training and coaching opportunities.
 
Our records indicate that you spoke with a representative on 02-03-15. Her name was [redacted] and she placed an order to remove the video products that were added in error. A credit of $47.33 was applied on the same day. Your February 13th bill will show this order and it should stop billing the video products. I will follow up your February bill and make sure it is correct.
 
Cincinnati Bell apologizes again for your poor experience.
 
 
Sincerely,
 
[redacted]
Customer Care
Cincinnati Bell

[redacted]
Revdex.com #[redacted]
Account # [redacted]
Dear [redacted],
We have received and reviewed your concerns with your Cincinnati Bell account # [redacted]; and your billing issues.  I apologize for any inconvenience this may have caused you.  We are showing you...

were given credit of $[redacted] on 10/01/14; due to your promotion ended, also you were offered a new promotion of $[redacted] + TV Broadcast Surcharge of $[redacted] + Gov’t VSP (video service provider) fee of $[redacted].  Your account is correct; you were advised of new promotion and have set up payment arrangements to pay your balance due.  No other adjustments or promotions can be given.  We are showing you have 2 HD boxes and one HD DVR box; if incorrect please call out Residential Sales office to correct.  You are only paying for one box due to others are in with your promotional pricing.
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

April 8, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com complaint.
I have reviewed your
account and I apologize for any issues you have experienced in...

the upgrade of
your Fioptics service. Per the notes on your account the wrong contact phone
number was input on your order and the technician couldn’t get in touch with
you to verify the appointment on 4/6. I will have this incident forwarded and
addressed by the representative’s supervisor for coaching and training.
Per our records a
technician was at your residence yesterday evening 4/7 and resolved all service
issues. Your request for a one month service credit has been approved. This was
done as a courtesy for the one day delay in installing the upgraded services.
Regarding your complaint
of errors in getting your services restored that have been suspended for
non-payment, it can take 24-48 hours for payments to post to an account for
service restoral, and if a customer service center is closed, services cannot
be immediately restored. In the future making on time payments is the best way
to avoid any dissatisfaction in this process.
It is never Cincinnati
Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati
Bell I apologize that we have done so in this matter. Cincinnati Bell considers
this complaint closed.
Tina
Executive Care Agent
Cincinnati Bell Telephone

June 1, 2015
 
[redacted]      
[redacted]      
[redacted]  [redacted]
 
 
RE: CBT Account – ###-###-####, [redacted]
 
Cincinnati Bell is responding to the complaint that you filed with the Better...

Business Bureau concerning your account.
 
In reviewing the notes on the account, I see where our Collection group has handled your complaint.
 
According to the records adjustments were made and you made a promise to pay $146.34 on 6/4 via online banking.
 
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 is considering this complaint to be resolved.
 
 
[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.   
 I have already sent a response to the businesses answer. Was that answer not received? I sent it a few days ago when you emailed 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. 
Once again, I will not know if this is taken care of until after my September 9th appointment.  I'm still having problems every day and I'm not closing this complaint until after that appointment and everything is taken care of and running properly.  
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]

Per our records this complaint has been resolved an adjustment of $1561.81 was issued on this account on 9-21-17.
Cincinnati Bell considers this complaint resolved and closed.

April 29, 2015
 
 
 
[redacted]
 
RE: Wireless Account #[redacted] and Home Phone ###-###-####,[redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I have reviewed your account and...

your phones were purchased on 11/15/2013. If you sent your rebates into the rebate house right after purchase these would have been processed and the prepaid [redacted] cards would have been sent to you after 90 days of service.
 
All prepaid [redacted] cards sent from Cincinnati Bell have an expiration date on the cards. It is the customer’s responsibility to use these cards before the expiration date provided.
 
Unfortunately since Cincinnati Bell exited the wireless business on 2/28/15 there is no longer a rebate house and nothing further can be done regarding an expired [redacted] card.
 
As a courtesy for being a long time customer I have issued a $10 per month discount off the Zoomtown internet on your landline account referenced above.
 
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.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

March 2, 2015
[redacted]
 
RE: [redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your account.  This account had a final balance of $179.24 that was referred to a collection agency on 09-08-12. When you made a...

payment of $300.00 this is automatically applied to your final bill with Cincinnati Bell.
 
Our records indicate that you have spoken with a supervisor in our Credit and Collections group on 02-25-15. They have advised you that a refund check for $120.76 will be mailed to you with 7-10 business days.
 
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]
Executive Care
Cincinnati Bell

[redacted]
[redacted]
Cincinnati, Oh  45240
RE: ###-###-####,[redacted]
[redacted],
Cincinnati Bell is
responding to the complaint you filed with the Revdex.com
concerning Cincinnati Bell’s billing practices.
Per Cincinnati Bell’s
Terms and...

Conditions, 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.
I apologize if this information was not communicated to
you at the time you inquired about cancelling your services.
I have forwarded your complaint on to the representatives
Supervisor and Store Manager for coaching and development.
Since incorrect information was given by our retail store
representative, I will prorate the Video and Internet services once your final
bill prints on April 4th.  We
print the bills 30 days from the bill date to allow time to return any video
and Internet equipment.  Any long
distance charges will not be prorated since we bill the long distance one month
in arrears.  Any credits remaining on the
final bill we be mailed to you.
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.
It is with our sincere regret that we could not resolve
your issues before you decided to leave Cincinnati Bell.  In the future, we hope to provide you with
the customer service you have grown to expect from Cincinnati Bell Telephone.
Please feel free to contact our office at ###-###-#### if
you have additional questions concerning your issue.
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 find that this resolution that Melissa is working on is satisfactory to me.
Regards,
[redacted]