Star Office Supply

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me once I receive a bill or some statement in writing that shows that the credit has been applied and the account is closed. 
Regards,
[redacted]

Sorry for the confusion. The service is being disconnected today and the order dated back to 6/16. You can ignore the June bill and you will receive a final statement in July. There should not be a balance owed on the account. If you are set up for automatic payment you should cancel it before the payment comes out. If you haven't already please return your modem to a Cincinnati Bell store to avoid $100 charge.

Cincinnati Bell is responding to your Revdex.com Complaint regarding your final bill and the full monthly service fee. It is our policy and process not to prorate the final bill. After reviewing your account and service history. I have issued a courtesy credit in the amount of $140.00. You will get a...

refund check within the next 10 business days.
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
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]

May 22, 2015
 
[redacted]   
[redacted]       
[redacted]  [redacted]
 
RE: Fioptics Account – [redacted]
 
I am responding to the Revdex.com complaint that you filed regarding the internet...

service.
 
First of all I have spoken to [redacted] today and explained to her that a bad piece of customer premise equipment in the field is creating an issue for multiple users connecting to the same equipment.  We are working to isolate the user and resolve the issue.  Customer troubleshooting is actively underway today and as a result, we hope to isolate the trouble equipment and resolve.
 
I have issued a 1 X time courtesy credit to the account of $100.00.  Repair has issued a total credit for downtime of $73.21 so going into next month’s bill you have a credit of $173.21.
 
I would like to let you know that the complaint is in the Executive Office and I work directly with the Execs at Cincinnati Bell and [redacted] will be made aware of this issue and we will be sending training and coaching and developing to improve the process of the escalations so that this type of issue does not happen again.  We hear your complaint and we are working diligently to resolve your issue.
 
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

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]Problem: Cincinnati bell continued to sabotage my Internet in retaliation for Revdex.com complaints filed. OR Cincinnati bell sells a defective product that does not work. They charge me an [redacted] ton more money for this new fancy fioptics but can't keep it on and working. Techs have been to my house multiple times, replaced lines coming in, replaced modems, replaced everything and yet I still wake up and have no Internet on a regular basis. Tech support refuses to assist and hangs up on me after multiple transfers. If Cincinnati bell doesn't want upset customers they shouldn't charge hundreds and hundreds of dollars for a service they can't keep working.I want to switch to another internet company and I want a refund of the last year's Internet charges since it didn't work most of the time.

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]

October 19, 2015
[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]
Dear [redacted],
Cincinnati Bell has reviewed your account. Your account
was denied for non-payment on 09-04-15. The bill went unpaid so the service was
disconnected by...

Cincinnati Bell. A final bill will be issued within 14-21 days.
The final bill will be back dated to 09-04-15. You will receive a credit back
to that date of 09-04-15.
If you have any questions when you receive your final
bill please call ###-###-#### and type in your account number ###-###-####,[redacted].
That group will be happy to answer any question you may have 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.
Sincerely,
Rhonda
Executive Care
Cincinnati Bell

Cincinnati Bell is responding to the rebuttal that you filed regarding your internet.
I have been investigating your complaint. You do have zoomtown high speed internet, but if a new customer was to try to get internet in your area it is no longer available that means there are no more slots for internet customers. We do not have a timeframe of when fiber will be available. I have reduced your zoomtown to 14.99 a month and waived the rate on your modem for the next 12 months. Hopefully by that time when the promo is ready to expire we will be able to offer you fiber. We do apologize for any miscommunication about the type of service that you have. We do not guarantee the speed of Zoomtown it is up to 5 mbps. If you have any issues with your zoomtown please call tech support at ###-###-####.
I have issued a one month credit on the account as a courtesy. You have a credit of $60.78 on your account.
Your bill going forward will be $45.83 + tax and surcharge.     Cincinnati Bell considers this complaint closed and resolved.
Executive Care
Cincinnati Bell Telephone

Per our records your service is now working.
No repair visit is scheduled.
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.  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]
 
While the facts that were mentioned in the response by Cincinnati Belll are correct, they neglected to address the additional issue and resolve the entire complaint. First, while they claim a refund was issued, weeks since the money was taken from my account that refund has yet to be received. Further, they did not address the issue that the service should have been disconnected by the in store rep, therefore not making prorating even necessary since the rep should have done the service disconnect prior to the 8/22 billing cycle. This rep is a front line part of the business, and failed to do what was expected for me as a customer. Unless the company concedes to return the additional month fees, I cannot consider the issue resolved.

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]I still believe Cincinnati bell's response does not resolve my issue.  They state the details but still did not address the problems.  The whole issue occurred on 4-10 as they stated that's when they closed down my account and reissued a brand new one without informing me then the email address they originally had on file no one has ever told me that exists either. To this day I have never logged into it and I do not know how.  I didn't know it existed that's where they send their notifications to me?  This is not right then when I cal in they tell me I owe nothing because we are all looking at my old account.  Then the disconnect which all this was caused by their error and I had to make payment arrangements to come directly or of my checking account and they would not give me more time.  All to find out they messed up again and the first payment they were supposed to take out they posted to my closed account.  So here they mess up again and they call me and say pay today or get disconnected.  They still have not addresses these issues. They only said I'm sorry you are going through this, now will this be [redacted].. etc.  no this issue has not been addressed.  Mans great they credited late fees and he other fees.. hey they didn't even tell me they did that so I would never have known unless I filed this complaint.  Appreciated but the fees would have never been there if they had not of messed up so much in the first place.  All their response accomplished is explain what they did but it failed to address the fAct that all along the way in this whole process they did things without telling the customer that caused financial hardship and a whole lot of lost time .  Thank you

January 5, 2016
[redacted]
[redacted]
[redacted]
RE: Fioptics Account – ###-###-####,[redacted]
Cincinnati Bell is responding to the complaint that was
filed with the Revdex.com concerning Fioptics service.
Cincinnati Bell...

made a corporate decision to outsource
the call center.  The offshore representatives
have all been trained and given all of the tools needed to resolve issues for
customers.  We do have local
representatives but you are not guaranteed to speak to a local representative
when you call in.
It is our policy to have a four hour window for our
premise visits.  The tech will be there
within the 4 hour time frame.  We can
request to have a tech call you when he is on the way.
Per notes on the account, I see there is a tech visit
scheduled for January 8th from 12-4. 
  
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 property damage claims was referred to [redacted] Services. Cincinnati Bell considers this complaint closed and resolved.

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.   You are not reading my responses. Read them and try again.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and now have another question.  You say a portion of the August bill will be prorated based on the prior rate.  Does that mean it is prorated based on the $200 billing rate?  I believe the prior supervisor gave us an additional $40 credit to make up for that, is that correct?  I want to make sure my August bill stays in line with our budgeted amount.  Thank you for confirming the total charges including taxes from September forward.
Regards,
[redacted]ald [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. 
First of all I want to thank you for replying to the posting
that I left with the Revdex.com. While I understand your position on the complaint I
am going to disagree with your interpretation on what I was told and how the
situation was handled. I will try to explain my complaint in detail.
When we moved into our apartment last year, we were
approached by a salesman from your company. I answered the door and he asked if
we had a service provider. At the [redacted] we had [redacted], but was looking for
a better deal in which my wife and I could add a T.V plan to. I explained to
your salesman that I was looking for a bundle that was month to month and was
not under contract. Salman told me that they (Cincinnati Bell) offered a bundle
that was exactly what I was looking for. I then clarified with the salesman and
asked him if I could have the price he quoted me for as long as I had the
service and that it would never increase. Salesman told me I was correct in the
price for services and that it would never go up, and even wrote the prices on
my contract, which I have in my possession. After signing the contract with him
and setting up service, I received service for more than 12 months, and the
monthly bill randomly went up more than double on the 14th month. I
noticed the bill when I logged on to the website to pay my monthly payment, two
days before it was due. At that [redacted], I called Customer Service and asked about
my bill. I was on the phone with three different customer reps, in which I spent
countless [redacted] listening to them trying to give me promotions instead of
dealing with the issue at hand. I explained to each person I talked to, that I
wanted my bill to be what I was promised and signed up for. After going back
and forth I stopped fighting for the price to continue and just wanted my last bill
back to the original amount so I could pay it and be done with service. My
conversation with the last Customer Service Rep. ended with the girl putting me
on hold, and then hanging up on me. I had been on the phone with her for over
an hour, which you can listen to because it was recorded. I was tired of
getting the run around, so I had my wife call back, when she got home from
work. Sure enough, she talked to three different people the *same way I did, and
no one wanted to own up to your mistake as a company. My wife finally talked to
someone that would finally change our price, which we paid right away, and then
canceled our account. She spent over an hour talking to the three people in
Customer Service as well. So overall we spent two and a half hours trying to
fix something that was not our fault. My complaint is about how we were
treated, lied to, and we are the ones that are being treated like the “bad guys”.
1.     1.  Clearly as a company, you do not stand by what your Sales tell people and contract signed
both verbally and physically.
2.        2. Company
does not listen to what customers are asking when talking to Customer
Service. We lose a great price, our service, and we have to find another
service because we were lied to.
3.              3. Customer Service treated us as if we were the “problem” not as a “victim”
Please note I have documentation on everyone I have spoken
to, along with the salesman’s info. I also have in my possession, my copy of
the contract I signed. My wife and I work hard for our money, and spend way too
much [redacted] trying to defend our position on this subject. I asked for a refund
because of the hassle we have been put through.
Regards,
[redacted]

November 5, 2015
[redacted]RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com Rebuttal concerning your billing. 
I am furnishing you with a
breakdown of all charges and payments for you to review.  See Below:
June 20, 2015Previous Balance       -0-Current charges      38.81 (service from 06-20 to 07-19)Total Due               $38.81
July 20, 2015Previous Balance $38.81Payment made      -38.81 (07-03-15)Past due amount      -0-Current charges      35.28 (Service from 07-20 to 08-19)Total Due               $35.28
August 20, 2015Previous Balance    $35.28Payment made       -35.28 (07-31-15)Past due amount        -0-Current charges        35.28 (Service from 08-20 to 09-19)Total Due                 $35.28
September 20, 2015Previous Balance      $35.28Payment made          -35.28 (08-28-15)Payment made          -38.81 (09-17-15 misapplied
electronic payment)Adjustment               +38.81 (removed misapplied
payment)Past due amount           -0-Current charges         44.23 (service from 09-20 to 10-19)Total Due                  $44.43
October 20, 2015Previous Balance     $44.43Payment made        -44.43 (09-28-15)Late fee adjusted       -9.07Past due amount       -9.07 CRCurrent charges        35.28 (Service from 10-20 to 11-19)Total Due                  $26.21
Payment of $26.21 received
on 10-30-15 and you currently have a zero balance.
Again, Cincinnati Bell
apologizes for the misapplied payment made to your account.  This payment was received
electronically.  The payment was removed
and applied to the correct account as soon as the error was discovered.  Your billing is correct at this time.
On behalf of Cincinnati
Bell, I apologize for any inconvenience this may have caused.Cincinnati Bell is
considering this complaint to be resolved and closed.
SueExecutive Care AgentCincinnati 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. On November 28, according to Cincinnati Bell representative
Erica, my phone number was never ported to [redacted], instead [redacted]
mistakenly processed a cancellation order on November 18, and my services
were therefore cut off by Cincinnati Bell on November 21, Both
Cincinnati Bell and [redacted] verified that Cincinnati Bell still owns my old
phone number! When I finally went to [redacted] for services November
26, 2014, I was unable to have my old phone number as Cincinnati Bell still
owned it and I believe still owns it todaySo after years of having my old
number with Cincinnati Bell, I was forced to get a new phone number with Time
Warner, very inconvenient transition process of notifying everyone of my new
number This felt punitive to me by Cincinnati Bell First
Cincinnati Bell cut off all my services mistakenly and then prevented me from
keeping my same established phone number of years Changing my email
address was equally difficult to notify others of the change, many accounts
requires you to log in with your old email address, followed by a link sent to
old email address in order to process the new address I could not
receive or send emails with my old email address, I felt cut off from the rest
of the worldIt was horrible I do not know why [redacted] is reporting
incorrect information regarding my phone being ported out when it was not
The new balance of $95.99, after prorating termination of services,
does not reflect the $payment I already made to Cincinnati Bell on
October 31, This payment should have been applied to the days of
new services with fioptics, as my old services failed on October 18, and
were not continued Therefore, the final balance due would be $
Although I am not sure this is fair as I never got the 30mbps internet
services quoted in my package, I only received the slower mbps internet
service Additionally, my account should not have gone to [redacted]
[redacted] as I have repeatedly called Cincinnati Bell trying to get this
resolved The most recent call occurred on February 9, I just
received the collection notice from [redacted] and the total
amount due in their letter is $not [redacted] response of $95.99, which is
also incorrect as explained above It appears that departments at
Cincinnati Bell do not communicate with each other or [redacted] would have seen my
payment of $ [redacted] would have seen the repair order as all my
services went down on October 18, Cincinnati Bell replace my old
services with the newer fioptics package, that I never got in its entirety,
30mbps internet This entire process with Cincinnati Bell has been very
stressful and frustrating to say the least It has been five months and
it is still not resolved correctly. I do accept the resolution of the separate "email only"
account with zero balance instead of $as billed previously, but only as a
partial resolution of the entire problem The major problem of $and
now [redacted] is yet to be resolved I am requesting the final billing to be corrected to reflect my
payment and that Cincinnati Bell request my account back from [redacted]
[redacted] Considering the nature of this major problem, I should not
have been sent to [redacted] to begin with. As you can see it has required an outside third party to assist me in
resolving this matter, due to Cincinnati Bell's actions and inability to
resolve their own mistakes If a business offers a package of services
for a set price then the business should deliver the entire package of services
at the quoted price If the business does not inform the consumer at the
time of purchase that there is no prorating of services across billing dates,
then that business should not be permitted to bill double by not prorating the
old service used, accepting money paid for the unused old service package,
installing only a part of the new package and then billing for the new service
package that overlaps the old service billing dates for which the business
already received money forThe business refuses to correct the greatly
inflated bill and sends the consumer to [redacted] for not paying the
incorrect billThis is outrageous business practices that no one should be
subjected to. I believe this is how my originally quoted new package of services at
$per month showed up on the first bill as $201.03! Now with the
recent partial prorated billing Cincinnati Bell offers a final bill of $
still with no credit of $already paid for the old services I never
received and now, five months later, multiple conversations later, Cincinnati
Bell announces they do not prorate the final bill What about prorating
the beginning of the bill if new services fall between billing dates in
alignment with the package billing? Or explain to the consumer they will
have to pay double Or inform the consumer they should wait until the end
of their billing cycle to install new services to avoid high costs not in
alignment with quoted packages This was not explained to me when I
accepted new services, it wasn't even mentioned by the sales representative or
by in store representatives How would a consumer know Cincinnati Bell's
corporate policy? I believe this to be deceptive business practices and
the public should know so they are not taken advantage of also Regards,
[redacted]
[redacted]

March 14, 2016
[redacted] [redacted]
[redacted]
[redacted]  [redacted]
RE: ###-###-####
Cincinnati Bell is
responding to the complaint that you filed with the Revdex.com
concerning an account that was established without your...

consent.
In reviewing the account,
I found that you had made several calls requesting the account to be
cancelled.  I have forwarded this
complaint on to the Supervisor over the [redacted] office for training and
development purposes.
I was informed today that
the account has been cancelled and all charges removed.  The account is now showing a zero
balance.  You will not receive any more
bills from Cincinnati Bell.
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.
Please feel free to
contact our office at ###-###-#### if you should have any additional questions
concerning this issue.
Sue
Executive Care Agent
Cincinnati Bell Telephone