Star Office Supply

February 9, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Complaint.
I have reviewed your account regarding your Fioptics
speed issues. Per our phone conversation,...

it is important to note that
Cincinnati Bell does not guarantee specific speeds. On our website it clearly
states “up to” when quoting speeds. Your speeds may vary throughout the day due
to various reasons, including congestion on the network and how many devices
you have running off of your connection. 20 megabytes per second is the fastest
speed a user would receive under the most ideal circumstances.
After we spoke over the telephone I reached out to our
Fields Operations manager. Per the technician who visited your home on Friday
February 5th, he states he repaired an outside line. He then went
into your basement and trained your speed around 13-14 megabytes per second.
This is a consistent speed for daytime hours, factoring in congestion. He
states he explained to you that speeds may not reach exactly 20 megabytes per
second due to your copper cable plant, which your signal runs over for a very
short period of time. However, the speed he was able to train you at was a
consistent Fioptics speed.
You requested a callback from our Technical Support department. I reached out
to our Technical Support supervisor and had an agent contact you after 3 PM on
February 8th, 2016 per your request. The agent called several times
and was unable to make contact. He advised us that he trained your speed during
peak daytime hours at 15.93 megabytes per second. I attempted to reach out to
you this morning to follow up on our investigation and advise you of the speeds
we trained you at. I too, was unable to make contact. Cincinnati Bell is
requesting the Revdex.com close this complaint as the issue appears
to have been resolved.
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

We are paying for high speed internet and are not getting it. Have been having issues for the last year and a half. I  have contacted by computer support and they have tuned up my computer so that isn't the problem. Was told there are problems with my modem and I'm not eligible for Zoomtown. I...

have a new modem so that is not the issue. I want answers. Have had no resolution after several conversations with technical support and other departments. I want what I'm paying for.

March 3, 2015
[redacted]
 
RE: ###-###-####,[redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your account. Our records indicate that you called Cincinnati Bell on 12-16-14 and removed your distinctive ring number ###-###-####. The order...

number that cancelled your distinctive ring was [redacted]. On 12-22-14 your services were ported out to another provider. At this point, you only had one phone number. This number was ###-###-####.
 
Your distinctive ring number is owned by Cincinnati Bell. You may choose to reactive service with Cincinnati Bell and reuse this number. All activation fees will apply. You will need to pay your final bill in full then place an order to activate services with Cincinnati Bell. A credit check will be performed and a deposit may be required up front. Your distinctive ring number will go back into a number pool after 90 days of the cancellation date. This would be 03-16-15. After this date, that number can be randomly assigned to a new customer. If you activate the number then you can port it out to another provider and cancel service with Cincinnati Bell. You will be billed at a one month minimum for Cincinnati Bell services.
 
Your final bill is $152.73. You received the proper credits on your final bill. Your December 2015 bill was $167.68 and after the credits were applied it finalized for $152.73. The final bill is correct.
 
If you want to place an order for new service with Cincinnati Bell, please 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.
 
Sincerely,
 
[redacted]
Customer Care
Cincinnati Bell

December 9, 2015
[redacted]
[redacted]
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your RevDex.com complaint regarding pricing for your Fioptics Bundle.
Tim, a manager in Cincinnati Bell’s Telesales group,
received your complaint and reached out to you in an attempt to resolve your
pricing issues. He issued a $79.40 credit to your account bringing your current
balance due to $94.47.
Tim advised when he spoke to you yesterday you had
already made the decision to switch your cable and internet services to a new
provider. I apologize that we have not been able to come to a resolution
regarding your pricing dispute.
I have documented your issues and your experiences and it
is being reviewed by the representative’s supervisors.
If you change your mind and would like to keep your
services and work towards a resolution you can reach Tim at ###-###-####.
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 in this matter.
Tina
Executive Care Agent
Cincinnati Bell Telephone

Cincinnati Bell has no new information regarding this case. Customer has been given all of the information that they have requested.  Thanks, [redacted]Executive Care RepresentativeCincinnati Bell Telephone

April 19, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is
responding to your Revdex.com complaint.
I have consulted with our
Fioptics Buildout Team and they have advised there are some customers...

in
Harrison that have been upgraded but as of now there are no plans to upgrade
the network servicing your area to Fioptics within the next year.
I apologize I do not have
a specific date or timeframe to give, but I have set you up to receive
notification as soon as Fioptics becomes available at your residence.
If you have any further
questions or concerns regarding your account you may reach the Residential
Office 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.
Tina
Executive Care Agent
Cincinnati Bell Telephone

As of today, 10/12/16, Jane from the [redacted] program at Cincinnati Bell stated the [redacted] form I sent is was not received. I mailed it on 10/4/16. She said I should here something from the Administrator within 10 days after receipt. Again, my concern has not been addressed. I applied for [redacted] in August!

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. This matter has still not been taken care of. Please have Cincinnati Bell contact me. Thank you.
Regards,[redacted]

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] 10/25/2017 response:  THANK YOU to whoever provided this response, Cincinnati Bell needs more people like you.  You explained everything in clear terms and took the appropriate action then responded.  Perfectly done - and truly appreciated !

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.  
Per the notice, I was given 180 days to return my equipment. I did in that time. When I contacted Support they advised that I did not owe 392 dollars which is what is reflecting on my report.  They also stated that they would contact the collections department to have the account taken out of collections please listen to the phone call. I never paid any debt collection company. I paid my bill in full to Cincinnati Bell. I don't want this marked as paid because I never paid a 3rd party debt collector. I paid Cincinnati Bell. 
Regards,
[redacted]

May 31, 2016
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted],
This letter is in response to the complaint that you filed with the Revdex.com regarding your [redacted] Cable lines.
It is not our process to cut the cable wires...

when we install service. Our process is to install our service and leave the other lines alone.
Cincinnati Bell does not reimburse for any type of wiring issues with another provider. That would be between you and [redacted].
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 you feel we have done so in this matter.

Melissa
Executive Care Representative
Cincinnati Bell Telephone

January 12, 2015
 
[redacted]
[redacted]
[redacted]
 
RE: CBT Account [redacted]                
 
Cincinnati Bell is responding to the complaint that you filed with the Better...

Business Bureau regarding your account.
 
In your complaint you mentioned that you have an attorney since that is the case we are not able to comment on your issue any further.  Your attorney will know how to reach our legal department.  Cincinnati Bell considers this Revdex.com complaint closed.
 
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

I sent both #s off the truck and the van. I did call 566-2210 after dialing that # I gave that was a fax line. I cannot help they cannot even where I called. They were not in the USA. Call the [redacted] Sheriffs office, and they will tell you what happened. Should be obvious now they are trying to get out of this. It is a VALID COMPLAINT!    [redacted]

February 12, 2015
[redacted]
[redacted]
[redacted]
  
Dear [redacted],
 
Cincinnati Bell has reviewed your rebuttal. There is no new information.  You will continue to receive text, emails and calls until you port out.
Cincinnati Bell considers this complaint closed.
Sincerely,
 
[redacted]
Customer Care
Cincinnati Bell

We have issued an order to cancel the maintenance and will provide a credit.

Please close this complaint. There is no information. All issues have previously been addressed. Thanks, Tina Executive Care RepresentativeCincinnati Bell's Executive Office

February 16, 2016
[redacted]
[redacted]
[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.
Fioptics speeds are already eligible at your current
address. In regards to promotions available, this can be discussed with our
Retention department at ###-###-####.
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 my conversation with the customer this complaint has been resolved.

Dear [redacted],Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning the final balance of your account. As you know, the final balance on your account is for a full month of service, despite disconnecting your service 3 days into the cycle....

Unfortunately, Cincinnati Bell does not pro-rate non-regulated services such as the Internet and television services you disconnected. Our policy on the proration of services is covered in Cincinnati Bell's Service Terms & Conditions which can be found on our website at any time. I do apologize if this information was not conveyed to you properly at the time of your cancelation. Since the representative that processed your disconnection did not mention that your bill would not be pro-rated, I am going to credit the full balance of your final bill as of today, 11/04/16.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

September 10, 2015
 
[redacted]
[redacted]
[redacted]
 
RE: 513-931-2[redacted], [redacted]
 
Cincinnati Bell is
responding to the rebuttal that you filed with the Revdex.com
regarding Pricing from April 21st, 2015 for your CBT account.
 
The difference in the quote that was
given from what is being billed is the pricing for the additional line.  We are not able to rate an additional line
free per our regulatory guidelines. 
 
Cincinnati Bell would never
intentionally or deliberately
mislead a customer.  We are sorry to hear
that you plan on switching your service to [redacted].  Please keep in mind that we do offer more dependable
and reliable service. 
 
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