Star Office Supply

Cincinnati Bell is following the process that we have in place when a customer claims that our equipment causes damage to their equipment. We turn the complaint over to [redacted] Services. [redacted] then contacts the customer and asks for the customer to get an estimate or have the equipment...

evaluated to prove that our equipment caused the customers equipment to malfunction. Please cooperate with [redacted] Services and they will get the complaint resolved.
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.

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] Account # is ###-###-####-[redacted]Thanks

June 1, 2015
 
[redacted]
[redacted]
[redacted]
 
RE: CBT Account# ###-###-####, [redacted]
 
Cincinnati Bell is responding to the rebuttal that you filed with the Revdex.com concerning the $4.99 modem fee.  
 
 
According to the terms and conditions the following information is available online at Cincinnatibell.com
 
In order to receive the Service, you may need to install certain equipment in your computer system, network, and/or home. You agree that all of the equipment listed below ("Equipment") has been provided to you, as applicable and/or required, and belongs to Cincinnati Bell. Cincinnati Bell reserves the right to charge subscribers for use of the Equipment.
1. ADSL modem, DOCSIS/cable modem, or fiber/GPON modem
2. ZoomTown CD-ROM
3. Telephone Line Microfilters
4. Jack Splitter
Cincinnati Bell grants you a non-exclusive, non-transferable, limited license to use the Equipment to access Cincinnati Bell's network only for use in connecting from authorized locations in accordance with this Agreement. Loss, theft, or physical damage to the Equipment is your responsibility.
 
You are entitled to the modem please feel free to call ###-###-#### and have a new modem shipped to you or go to one of our Cincinnati Bell retail stores and pick one up. 
 
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

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

the last call to our office due to issues was on 09/30/14.  We are showing we came out to your location on 10/01/14; did work from the Central Office, couldn’t advise or come into your home due to no one was at the location.  If you’re still experiencing issues please call Cincinnati Bell Zoomtown technical support at [redacted] and they will be happy to assist.
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 Agent
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]     The charge is to high this is not the price that I was quotes By the sale Rep, over the telephone

Cincinnati Bell has no new information concerning this matter. Please see our previous response below. Thank you. RhondaCincinnati Bell Executive Office Date Sent: 10/9/2015 11:13:22 AMOctober 9, 2015[redacted]  Dear [redacted], You have the lowest price available at this time. The price online is a one year introductory price for new customers. You have already received the one year introductory rate.You may call and make changes at any time to your package. A credit for $24.68 was applied on 09-19-15. Your October 16th bill will reflect the changes in billing. Cincinnati Bell has closed this complaint. Sincerely, RhondaCincinnati Bell

December 4, 2014
 
 
 
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint regarding [redacted] Internet installation.
 
I have researched the...

orders on your address and I do apologize about the confusion on your original order. It looks like the dispatch was cancelled on 11/17 but the system still pushed the order through as complete which generated a bill. This has been resolved and the charges on that account were adjusted.
 
Currently we have order number [redacted] scheduled for install on Saturday 12/6 anytime between 8 a.m.-noon.
 
I have waived the $30 activation fee on this order for your trouble.
 
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

March 29, 2017Dear [redacted],Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding your email account. I apologize that the issue of losing access to your email was not properly explained to you in our retail store. It is Cincinnati Bell’s policy...

that once an Internet subscription is canceled, the associated email address is also immediately canceled. This should have been communicated to you by the retail representative that placed this order for you; the notes regarding your interaction with this representative are not very descriptive, and I am unable to see if this was described to you during this interaction or not. Again, I apologize if this was not communicated to you at that time.Unfortunately, as has been described to you already, the only way to regain access to your email and its contacts is to establish an email-only Fuse account, which is priced at $24.95 per month. From reading the notes on your account, it appears you have been informed of this already. I don’t believe, however, that anyone was able to inform you that this price will pro-rate if you cancel the account a few days in to reactivating it. If you wanted to reactivate your email for a day or two, you would only be charged for the number of days that you had the account open. Should you choose to take this route, you can re-activate your Cincinnati Bell email by reaching out to our residential support team at ###-###-####.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.Thank you!Josh Executive Care Representative Cincinnati Bell Telephone

September 22, 2015
 
[redacted]  
[redacted]
[redacted]                
 
RE: Cincinnati Bell Account – [redacted]
 
I am responding to the Ohio...

Attorney General complaint
that you filed regarding the account balance.
 
I need to wait till the final bill prints October 2nd
to see the balance.  At that time I will
send a request to the repair group to ask for a repair credit.  I will call you and let you know what the
credit is and where we stand on 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

[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com complaint.
I have reviewed your account and bills. There have been
several changes in service and courtesy adjustments made...

to your account over
the last year but your original quote for video and internet service from
September 2014 was $85.98 per month before taxes and fees for one year. It is noted several times within the year
taxes and fees were explained on multiple occasions.
On your statement printed 9/1/15 you were advised of promotional
rates set to expire and given a phone number to call for any new offers you may
qualify for.
Your service was then suspended for non-payment on 9/21.
Service was reactivated as a courtesy the same day since you called and said
you just mailed a payment for $85.98.
Service was again suspended on 10/13. This time service
was reactivated on 10/15 and a courtesy adjustment was issued for the previous
reconnection fees from 9/21. At this time the representative advised no more
reinstate fees would be waived.
On 10/16 you were given retention offers for new
promotions but these offers were denied. You requested for the account to be
cancelled on 10/20. Per Cincinnati Bell’s 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.
Your final bill printed on 11/1/15 in the amount of
$220.83. $179.91 was the past due balance for services rendered. The current
charge of $40.92 consisted of the reconnection fee for internet on 10/15/15 and
the late fee for the previous bill.
Since late fees and reconnection fees have all previously
been explained these charges are valid and will not be adjusted further.
If you have any further questions regarding your account
or balance due you may contact Cincinnati Bell’s Final Bill Department at
###-###-####.
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 satisfactory to me. 
Regards,
[redacted]

Per our records the refund was mailed on 8-4-17 in the amount of $55.22 to the address on file for account # ###-###-###, [redacted] - [redacted]. We have now reissued the check and asked for it to be mailed to new address [redacted]. ...

This process can take up to 10 business days. Please contact Cincinnati Bell at ###-###-#### if you have not received the check by September 11th.
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 have determined that this does not resolve my complaint.   Cincinnati Bell stated that the charges ($98.24) were for services provided in January and February, however the "services they provided" DID NOT WORK.  I called multiple times about this issue (more than the two times Cincinnati Bell is claiming) and their own representative acknowledged that we did not have working internet (the service Cincinnati Bell was paid to supply) since January 20, 2017, one day after they set up the service.  This issue is not resolved and the matter is not "closed" as Cincinnati Bell wants it to be.  The matter will be closed when Cincinnati Bell waives the charges of $98.24 from my account, since I did not receive the services (working internet) that they are charging me for.  I had been a loyal customer to Cincinnati Bell since 2009 and was not once late on a payment.  The customer service I received from Cincinnati Bell when I called to request a refund of these charges was poor at best and it has only gotten worse.  I have never been treated so poorly by a company in my life and the fact that Cincinnati Bell is refusing to waive the charges ($98.24) for their inability to provide working internet service, is truly a shame.  If this matter is not resolved (Cincinnati Bell waiving the charges of $98.24), I will be more than happy to share this story with anyone and everyone that will listen and advise friends, family, and coworkers to either cancel their Cincinnati Bell services and/or never sign up for Cincinnati Bell services.
Regards,
[redacted]

December 29, 2017

[redacted]
[redacted]
[redacted] RE: ###-###-####, [redacted]
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding your set top box.
I have schedule a repair visit for 1-2-18 (4-8) to have the box...

switched out for you. If you want to take care of it sooner. Please go to a Cincinnati Bell retail store and swap out the box and then plug it in and the issue will be resolved.
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.
Melissa
Executive Care Representative
Cincinnati Bell Telephone

Cincinnati Bell submitted the request for The phone number ###-###-#### this was sent to [redacted] for OPTIN on 05/12/17 using [redacted] Account Number [redacted].
Customer will get a [redacted] bill and a Cincinnati Bell Bill. The [redacted] is not billed together with CBT customer gets a bill from [redacted] and Cincinnati Bell. If the customer has any further issues they need to call [redacted] about the [redacted] account and call Cincinnati Bell ###-###-#### if there are any CBT billing questions.

[redacted]
Revdex.com #[redacted]
Account [redacted]
 
Dear [redacted],
We have received and reviewed your additional concerns with your Cincinnati Bell internet account # [redacted].  On 10/03/14; you were advised and agreed to pay ½ for the unreturned modem due to no receipt from you and nothing in our system showing equipment was returned.  You were advised to pay $60.00 and the balance will be adjusted off; which it was.  There was an additional payment on your account of $50.40 which you will receive that amount back in a refund check; which will take 7-10 business days for you to receive.   No other adjustments are due on the account.
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

February 19, 2015
[redacted]
[redacted]
[redacted]
 
RE: ###-###-####,[redacted] & [redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your accounts.  The separate email account had a balance due of $21.62. A credit was...

applied to this account and it now has a zero balance. Cincinnati Bell apologizes that the email address was incorrect on the order.
 
Cincinnati Bell does not pro-rate billing on video or internet services when they are terminated. This is a corporate billing policy and is in our terms and conditions. Your port out order to [redacted] was never cancelled by [redacted]. Your service was disconnected by the port out order. Cincinnati Bell did not cancel your service or cancel the port out order. Port out orders can only be cancelled by the new provider. Cincinnati Bell never received a notice to cancel the port out order from [redacted].
 
The disconnection of your services completed on 11-21-14. This cancelled all services with Cincinnati Bell. Your billing cycle was from the 14th-13th every month. Cincinnati Bell has decided to go outside our corporate policy and pro rate the final bill. A credit was applied today for $75.16. Your new balance on the final bill is $95.99. Your final bill was referred to [redacted] on 02-10-15. You must contact them to pay the final bill. [redacted] number is ###-###-####.
 
Cincinnati Bell has documented your complaint and we appreciate your feedback. We will use this feedback for training and coaching purposes.
 
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.    The original complaint wasn't read by Cinti Bell the lines are still down.  The property is [redacted]. 
Regards,
Mary Van Cleave

Please read the complaint again, the complaint is against the property at [redacted]1.  Work order # [redacted] was called in.  [redacted] Police Department have also been contacted. 
This is a safety issue.
 
 
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 13, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com complaint.
Per our records order
[redacted] was processed yesterday 4/12/16 to install new Zoomtown...

internet at
your address.
The original due date
given for this order was Saturday 4/23/16 but as of today it was approved to
expedite your due date to this Saturday 4/16/16.
I was not able to find any
previous orders for internet service placed for your address [redacted]. It is possible these orders are no longer in our system if
they were deleted or placed more than 2 weeks prior.
If you have any further
issues or questions regarding this order or your install date please call
###-###-####.
It is never Cincinnati
Bell’s intention to misinform 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