Star Office Supply

January 4, 2017
** [redacted]
RE: ###-###-####,[redacted]
Dear [redacted]:This letter is in response to the complaint that you filed with the Revdex.com regarding your internet speed.
Cincinnati Bell does not guarantee the speed of the internet...

please see our terms and conditions below:
8. Service Speed
ZoomTown and Fioptics Services come in a variety of speeds. The availability of some service speeds may depend on the location of facilities in your neighborhood and on your street. Not all service speeds are available in all areas. Cincinnati Bell does not guarantee that the Service, Equipment, or other equipment authorized by Cincinnati Bell for use in connection with the Service will perform at a particular speed, bandwidth, or data throughput rate, or will be uninterrupted, error-free, secure, or free of viruses, worms, disabling code or conditions, or the like. The speed measurement advertised by Cincinnati Bell refers to the Internet access speed provisioned to a subscriber on a per-line and not a per-device basis. The actual speed realized by the subscriber may vary based on a variety of factors including, but not limited to: the capabilities or limitations of the customer’s computer, network, or other device; the number of computers or other devices in use in the customer’s home network; concurrent use of Internet access and a TV video on demand service, which consumes Internet access bandwidth; the means of connecting to the Cincinnati Bell network (e.g., the condition of the home’s inside wiring or the type and condition of WiFi router); the distance of the home from the Cincinnati Bell broadband network aggregation point or the type of Cincinnati Bell network facilities present in a given location; network congestion; and the performance of the content and application providers the consumer is accessing, as well as the performance of their respective host network(s).
I did check your address and at this time there are no plans to upgrade your service to our Fioptics platform. You currently have our zoomtown product with premium speed up to 30 meg.
If you continue to have issues with the speed please feel free to call ###-###-#### and allow the technician to help you troubleshoot.
We also have a speed test available
What's my speed?
• Customers questioning the speed of their internet can check it themselves from their own computer.
• Steps for accessing this speed test are the following:
o Type http://speedtest.cincinnatibell.com/ into the Internet Browser and click Enter.  The customer's speed will begin testing once they click Begin Test.
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

The Account Manager spoke with the customer on 3/10. A repair technician resolved this issue on 3/11.

[redacted]
Revdex.com #[redacted]
Account #[redacted]
Dear [redacted],
We have received and reviewed your Cincinnati Bell account # [redacted], and your concerns with your installer visit.  I apologize for any inconvenience this may have caused you.  .  I do show there...

were 2 orders in the system, one that was due on 11/05/14, which gave a promotional offer on your bundle, also an order to add internet and cable.  Due to your order fell out the system we did have to reschedule to have an installer come out on 11/06/14 to install our Fioptics cable and internet. We are showing our tech came out to your location on 11/06/14, all work done, installed and verified by the installer.  I apologize however due to circumstances that Cincinnati Bell could not control you did have to wait an additional day to have services installed.  We show you are getting promotional rates on all products.  Cincinnati Bell would not be able to give any additional credits.
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

[redacted]
RE: [redacted]
Revdex.com #[redacted]
Account # [redacted]
 
We have received and reviewed your additional concerns with your Cincinnati Bell account # [redacted] and the cable services installed in error.  I spoke with Mrs. [redacted] on 12/03/14; and was advised that the Cincinnati Bell tech did come out and the equipment was picked up.  I was advised by the customer the tech didn’t take remote, however will take and return to retail location.  The customer is aware of follow up for December bill statement for an additional adjustment.
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

February 19, 2016
[redacted]
[redacted]
[redacted] [redacted]
RE: [redacted]
                       
Cincinnati Bell is responding to your...

RevDex.com dispute.
Per your previous Revdex.com complaint, Cincinnati Bell addressed
your installation issues and your service upgrade was completed on February 11,
2016.
Cincinnati Bell found the delay in install was due to a
failure to follow process by the installation technician. This has been
addressed for coaching.
Unfortunately, on February 12, 2016 the services went down
shortly after your install was completed, which prompted your change in
providers.
We’ve contacted Core Risk regarding your damage claim. Core
Risk has already repaired the neighbor’s fence and they have determined there
is no further damage to your residence on the part of Cincinnati Bell.
Executive Care has been in contact with you via telephone.
On various occasions we have apologized for these issues and any inconvenience
this experience has caused you.
Per your request, Cincinnati Bell services have been
disconnected. Your final bill will print on March 8th and we will be
adjusting the bill in full.
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

August 3, 2015
 
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to the complaint you filed with the Revdex.com concerning a final bill.
 
In reviewing your final bill I found that you were...

billed for a Zoomtown modem and power cord.  I sent a request to a supervisor to have the charges removed.  An adjustment has been made in the amount of $128.40.  The remaining balance of $50.12 is a past due amount.
We do not show that your March 8th bill was paid. Please make sure you have your old account number when making your payment so it is applied to the correct account.
 
I will contact the credit bureau to have the $128.40 removed from your records.
 
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.
 
Please feel free to contact our office at ###-###-#### if you have any additional questions or concerns. 
 
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.  This does not address them email bill I got yesterday with a $250 installation fee included.  I do not understand what I would have an installation charge for a service I already have. 
Regards,
[redacted]

Hello [redacted],This issue has been addressed. Unfortunately, Cincinnati Bell is not authorized to discuss the customer’s personal account information with a third party through the Revdex.com portal. I have advised the third party, [redacted], to have the account holder contact Cincinnati Bell himself, and we will be able to discuss the account further. Cincinnati Bell can take a payment from a third party, but any further details on the account cannot be discussed with anyone other than the customer once the account has been verified. Cincinnati Bell considers this matter closed and will not further discuss the account with anyone other than the account holder.Thank you, MeganExecutive Care RepresentativeCincinnati Bell's Executive Office

Revdex.com:
I accept this agreement that includes a rate of $120 per month until 7/19/17 with credits provided for June, July and August 2016.
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.  Lets review. I have all that I said on video. The police arrived AFTER they moved the bundle of wire. Cincinnati Bell at first denied there was even an altercation. Since I have received such a nasty unprofessional response from someone named "Tina", I will now consult with an attorney. Please send a copy of this to my email. 
 
Regards,
[redacted]8/31/2016

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.   I am not satisfied.  They state my wires were cut and I have proof they were not cut and are not cut.  It boils down to they do not want to do what they are suppose to do.  They have lied to get out of doing their job and they need to activate my lines like they were suppose to.  
Regards,
[redacted]

[redacted] per our conversation the Revdex.com complaint is resolved.
Thanks,
Melissa

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.   [redacted],Again thanks for your efforts to get my bill adjusted with Cincinnati Bell.As part of the agreement, I was to receive credits for June and July of $41 each month.  This has not been reflected on my bill.  The May bill had been adjusted previously but June and July remain to be adjusted.Thanks so much.[redacted]-Home

October 12, 2015
[redacted]
[redacted]
[redacted]
RE: ###-###-####
Dear [redacted],
Cincinnati Bell has reviewed your account. Your new
provider sent the order to Cincinnati Bell to port out all of your services. It
was their error not...

Cincinnati Bell’s.
The information provided to you is correct. Zoomtown is
not available at your home any longer. Fioptics is your only option with
Cincinnati Bell. To access your emails you would need to add a fuse/zoomtown
email account to access your emails. This is billed to a credit card and is
$24.99 per month. This is the only option.
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,
Rhonda
Executive Care
Cincinnati Bell

September 22, 2015
 
[redacted]   
[redacted]  
[redacted]  [redacted]
 
RE: CBT Account – [redacted]
 
Cincinnati Bell is responding to the complaint that you
filed with the Revdex.com concerning...

your email address.
 
Per our phone conversation today the email is now
working. 
 
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.
 
 
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.  Regards,
[redacted] We will be honoring OUR PART of the 2 year agreement. Congratulations on alienating a long-time customer.

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 would like to know when I can expect a phone call like you mentioned? I thought it would have been ASAP but that doesn't seem to be the case. 
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.   
This case will stay open until my credit report reflects what should have been done when I placed my initial call to Cincinnati Bell. It was not updated then so I don't trust your word that it has been updated now. 
Regards,
[redacted]

Revdex.com:
How can a business expect it's customers to pay for something they are not able to use? This is poor business practice and a horrible way to rip off your customers who have made all of their payments on time without issue. 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]