Star Office Supply

December 29, 2014
 
 
 
[redacted]
[redacted]
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I have researched your account notes and reviewed your bill. A receipt was sent...

to you via email at [redacted]. This receipt verified the negotiated bundle price of $148.86 for HomePak Lite telephone with 150 minutes of long distance, 30 MB internet, Preferred Cable, and [redacted].
 
The service was installed on 7/7/14 and your first bill printed on 7/11/14 for $157.26. This bill covered the first 3 prorated days of service 7/7/14-7/10/14 as well as full billing cycle 7/11/14-8/10/14. No payment was received on this bill.
 
Your service was cancelled when your port request was submitted on 7/21/14. You were issued a courtesy credit of $31.75 on 7/25/14.
 
The final bill printed on 8/11/14 in the amount of $126.52. Per our billing policy non-regulated internet and cable service will not be prorated on the final bill. The regulated service for home phone was prorated. You were issued a credit of $20.85 since your home phone was only on for 10 days of the billing cycle (7/11-7/21).
 
The final balance of $126.52 is valid as is our policy to bill one full month in advance for cable and internet service. This balance reflects the courtesy credit that was issued on 7/25 as well as the credit for prorated landline service. No further credits will be issued.
 
If you have any further questions regarding this bill or if you would like to make a payment you can reach our 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

[redacted]
Revdex.com #[redacted]
Account #[redacted]
 
Dear [redacted],
 
We have received and reviewed your concerns with your Cincinnati Bell account # [redacted] and the Priced for Life.  All information is the same.
PFL (priced for life) rules state that customers cannot make any changes to bundle, not available on promotionally priced home phone and internet monthly service plans.  Your internet is under promotional rates and you have also made changes to the account that has lowered your price point. 
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

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.  I have received the check in the mail.
Regards,
[redacted]

September 22, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your Revdex.com rebuttal.
As previously stated Cincinnati Bell is no longer going to upgrade or replace the outdated copper lines which are currently servicing you since your area has already been upgraded to Fioptics services.
This was again explained on 9/9/16 when you spoke to Josh in Executive Care. Josh also advised if you upgrade your home phone and internet you are not required to take Fioptics video services since we cannot offer the RF overlay service you wish to have.
Per the notes on your account Josh was attempting to connect you with a local sales representative to go over speed and pricing options for a Fioptics home phone and internet bundle but you ended the call.
On behalf of Cincinnati Bell I apologize about the service and speed issues you are currently experiencing but the service upgrade is the only solution available.
Cincinnati Bell considers this complaint closed.
Tina
Executive Care Agent
Cincinnati Bell Telephone

June 19, 2015
 
 
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I apologize for the confusing situation with your billing for your set top boxes. As...

per our conversation I have placed an order making all 3 set top boxes free until 6/18/16.
 
As a courtesy I have also adjusted your current amount due to $0.
 
As discussed over the phone your monthly service fee before taxes is now $106.63.
 
I will follow up your next bill printing on 6/29/15 to make sure everything is billed correctly.
 
If you have any further questions or concerns you can reach me at the contact number I provided over the phone.
 
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.
 
 
[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.  For your reference, details of the offer I reviewed appear below.
I have been flat out LIED to and was told I would be getting a call back regarding my internet. The speeds I am getting now ARE WAY SLOWER THAN BEFORE. THEY KEEP GETTING WORSE. THIS IS FALSE ADVERTISEMENT. I will sue Cincinnati Bell if you don't come fix these issues. 
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]

A Cincinnati Bell Manager is actively working with [redacted] to resolve this matter. They have had communication as recent as today.

October 4, 2016
[redacted]
[redacted] [redacted]
[redacted]
RE: CBT Account# ###-###-####,[redacted]
Dear [redacted],
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding your [redacted] application.
According to our records the address showed as a duplicate for [redacted] so we have sent out a new form that needs filled out and faxed back to qualify the address for [redacted]. Per our conversation today we have mailed the form and once we get it back we will be able to qualify you for the [redacted] discount.
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.  My initial problem was fixed, but disagree with you about refurbished equipment,  I expected a new modem and had I  known it was used I would have informed the tech of this,  This is why customers should receive paperwork so they know exactly what they are getting. This could have solved the problem earlier.
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.  The response from Cincinnati Bell that this disclaimer:"Limited programming available. Additional charges may apply. Functionality varies by compatible device. Only select networks corresponding to your package selection are available for live streaming. All functions and programming subject to change at any time." is listed on a page where a [redacted] box is clearly displayed as a device compatible with their TV Everywhere App is not a resolution to my complaint.  Why do they picture the [redacted] on their site if it is not compatible?  Are they trying to say it is a compatible device that does not function with their app ("Functionality varies by compatible device.")?  Is that really acceptable advertising?  I ask that they either make their app function on the [redacted], like they advertise, or take the image of it off their page.  If not, they could perhaps put it on a list of devices on which their app DOES NOT work.
Regards,
[redacted]

I don't think it's ethical to charge customers for periods of time when you aren't providing services.  It may be within the letter of the law.  But just because  this portion of your business isn't regulated doesn't remove your obligation to treat your customers ethically.  I'm not satisfied with your response and will never patronize your business again.

I have issued a credit for the cable outage in the amount of $70.07. Cincinnati Bell 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.

[redacted],
Per our records there was an order placed to remove the home phone and the service went down on 3-10-17. We were able to get a repair tech out on 3-11-17 in the afternoon to get it resolved for you. I apologize for any inconvenience. Please feel free to call me with any...

questions.
Thanks,

Melissa
Executive Care Representative
Cincinnati Bell Telephone
###-###-#### [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]

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]

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 find it hard to believe that Cincinnati Bell's accounting is so bad that random credits are issued incorrectly.  But then this issue began with accounting problems that date back over a year.  The most recent invoice (attached) I have indicates a credit of $29.72.  I received a check for $20.69.   If the situation was reversed, I doubt that Cincinnati Bell would forgive the remaining $9.03!  I know this is a small amount, but I have a fiduciary responsibility as an officer of the company.  I am appalled at the process of that I have had to go through since June just to collect this over payment!
Regards,
[redacted]

November 3, 2015
[redacted]
[redacted]        
[redacted]  [redacted]
RE: [redacted]
Cincinnati Bell is
responding to the complaint filed with the Revdex.com concerning
your Zoomtown speeds.
I...

have again forwarded
your concerns to our engineering department for review.
Cincinnati Bell is aware
of the congestion problem that occurs in the evenings when everyone is on their
computers.  Cincinnati Bell will not be
upgrading the copper lines at your location since we are in the process of
replacing the lines with FiOptic lines.
Per our engineering
department, Cincinnati Bell will be upgrading your area with FiOptic lines in
the first quarter of 2016.  You will be
notified at the time of the upgrade.
Again, I apologize for the
inconvenience.
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 have determined that this does not resolve my complaint.  Hello,I am sorry but I can’t and won’t accept your apology.  CBS does not offer good customer service because if you did, your company would honor what was stated to me.  You have openly admitted that I was provided the wrong information and that is not my fault.  That is the company’s fault and the company should honor what is stated to their customers.  Good customer service is the company stands behind what is stated to their customers not turn their backs on their customers.  CBS as a company hasn’t even tried to work something out with me other than cancelling my wire care nor have you tried to do anything to keep me as a customer.Ok, you spoke with William.  Did you really expect him to tell you he cut my wires?  He openly admitted he took down the 2nd Dmarc.  That Dmarc was needed to operate the one side of my house.  Please remember this was a 2 family that 2 doors on the inside were taken down to open it back up to a 1 family.  There were 2 Dmarc’s for 2 different households.  If William took one Dmarc down that leaves the 1 side of the house not working.  How do you know that nothing he did caused the problems?  Were you there?  No you were not so you can’t speak to what he did or didn’t do caused the problems.  Again, he openly admitted he took down the 2nd Dmarc which those wires ran too.  Please logically think and think outside of the box here.  If you remove a Dmarc that wires ran too and don’t do anything with those wires then the phone jacks that go to those wires won’t work.  Please use common sense here.  Again, you are wrong as to what both technicians stated to me.  The 1st technician told me to call in to have the issue resolved, nothing about this having to be billed.  When I called in then I was told wire care would cover this.  Yes, the 2nd technician stated that it was billable and that is what prompted all of this.  His supervisor called me and stated to have me let his technician do the work, let the charges hit my account, and then call in to have them credited to my account, which I refused because I wasn’t approving work to be done until I knew for a fact I would be credited and this is where we are.  Again, you have openly admitted this is what I was told and again you need to honor what I was told.I don’t need to hire anyone to do the work.  I am very capable of doing the work myself.  The point is why should I do the work and take time away from my family when I was told my CBS they would do it and it would be covered under my wire care.Again, you are not sorry so quit apologizing for something you don’t care about.  If CBS was a company with dignity, and integrity they would honor what they tell their customers even if what was stated was incorrect.  Again I should not have to pay or suffer for your customer service personnel not being properly trained and educated on CBS policies, procedures, and protocols.  Again, in the amount of time that has been spent with all of this communicating back and forth and the investigating that your company has been doing on this behalf the work could have been done faster and cheaper.   I am standing my ground.  CBS needs to come fix the issue at their cost like I was originally told.  
Regards,
[redacted]

June 27, 2017
[redacted]
RE: [redacted]
Dear [redacted],
This letter is in response to the Revdex.com Rebuttal that you filed with the Revdex.com regarding your refund check.
The refund check has been processed. The amount of the check is $49.37. You should receive the check this week.
Cincinnati Bell 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.
Thanks,
Melissa
Executive Care Representative
Cincinnati Bell Telephone