Star Office Supply

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]Customer called Revdex.com on 6/24 and stated he still hasn't received his promised refund and will keep this complaint open until the matter is resolved.

October
2, 2015
 
[redacted]
[redacted]         
[redacted]
[redacted]  [redacted]
 
RE:
CBT Account #[redacted]
 
Cincinnati
Bell is responding to the complaint that you filed with the Better...

Business
Bureau
 
Cincinnati Bell does not prorate and refund the monthly service fee
when Fioptics TV and/or Internet Fioptics or Zoomtown service are
canceled.  The proration of service is covered in Cincinnati Bell's
Service Terms & Conditions.  The customer will be charged for a full
month of Internet and/or Video.  This is an industry standard
that other companies follow as well.  Customers do have the
option of keeping the service until the last day of the billing
cycle.   
 
CANCELLATION
BILLING POLICY
Cincinnati
Bell may suspend and/or disconnect service for nonpayment of undisputed monthly
service charges that are not paid in full by the due date shown on the bill.
Cincinnati Bell will provide customer with a minimum of ten (10) days advance,
written notice of a disconnection of all or part of the Subscriber’s service,
except where disconnection has been requested by the Subscriber, is necessary
to prevent theft of service, or is necessary to reduce or prevent signal leakage
as described by 47 CFR §76.61. Cincinnati Bell will not disconnect all or part
of a Subscriber’s service for nonpayment until the bill is at least forty five
(45) days past due.
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.
 
Cincinnati
Bell’s terms and conditions are available online at Cincinnatbell.com in the
welcome guide posted online.
 
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]
Revdex.com #[redacted]
Account # [redacted]
 
We have received and reviewed your concerns with your Cincinnati Bell account # [redacted] and the cable services installed in error.  I apologize for any inconvenience this may have caused...

you.  I am showing our tech came out to the location on 11/20/14; to remove the cable services from the account.  Account has been noted and we issued a credit on the account for $[redacted]; due to advising two months free service due to issues.  I will follow up 12/26/14 to check next bill and make sure credit received for 2nd month free.
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

Revdex.com:
This is the same canned response I received from them earlier. I was promised that my phone and internet would be $40 for life so long as I did not request any changes. Further, when I was told I would be forced on to Fiop, I was assured by multiple employees that my bill would not change. Not only has Bell gone back on their offer, they lied about the increase. Regards,
[redacted]

I have sent the customer copies of the last 3 bills she received for this account to her email address provided in the complaint. I advised her of this in my response to her first rebuttal. I also provided her the contact info for [redacted] (###-###-#### and Cincinnati Bell’s Final Bill Department ###-###-#### in my responses. I have explained numerous times that it is Cincinnati Bell’s right to collect on final bills by use of an outside collection agency. She has called our Collections group regarding this account as well while this complaint has been worked. She has been advised by these reps as well that the account will not be pulled from the outside collection agency since the charges are valid. She has the option to pay either [redacted] or Cincinnati Bell by contacting the provided #’s. Thanks, [redacted] Executive Care RepresentativeCincinnati Bell's Executive Office

I no longer have the account number. They should be able to find me with my SSN which is[redacted]-[redacted]-[redacted] The name of the collection agency is [redacted]. They told me I had to go through Cincinnati Bell to get this account taken care of. This has been going on since 2009. Please help. Thank you.

Dear [redacted],
Cincinnati Bell was not able to determine the issue until a repair technician visited the site. We are responsible for outside wiring and the customer for inside wiring. Once it was determined that the issue was inside the customer is billed for the repair visit. There has...

already been an adjustment on the account for service outage in the amount of $3.01. I am adjusting an additional $10.13 for your outage. The issue was reported on 6/1 and corrected on 6/2. You were out of service for 2 days and your monthly bill was $71.63 and 2 days of service would be approximately $5. In total you were given a credit of $13.14. The repair visit charge is valid.
Cincinnati Bell

May 26, 2015
 
[redacted]
[redacted]
[redacted]
 
RE: CBT ACCOUNT # [redacted]
 
I am responding to the Revdex.com rebuttal that was filed regarding your bill.
 
I issued order # R2963369 on May 15th  to remove the electronic billing.
 
You received an invoice dated 5-7-15 for dates of service from 5-7-15 to 6-6-15.
 
That invoice was issued before my order to remove the electronic billing.  Your next bill will be a paper bill for the invoice dated 6-7-15.
 
It is never Cincinnati Bell’s intention to dissatisfy our customers.  On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
 
[redacted]
Executive Care Office
Cincinnati Bell Telephone

[redacted]
Revdex.com #[redacted]
Account #[redacted]
Dear [redacted],
We have received and reviewed your concerns with your Cincinnati Bell wireless account #[redacted]; and your final bill amount.  I apologize for any inconvenience this may have caused you.  We are showing you ported out on...

06/07/14:
[redacted] and [redacted] both ported out that [redacted]e day.  We are showing you had ETF’s (early termination fees) on both lines.  [redacted] was $[redacted] and [redacted] was $[redacted].  We are showing there was an adjustment made for $[redacted]; which would have been half of the ETF’s fee you was charged.   Your account has been updated and all credits and late fees have been adjusted.  We are showing you balance $[redacted], which includes your 06/09/-07/09 bill and also the other half of your EFT’s.
I have also sent bills to show usage when services were active before you ported out.
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

August 24, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have looked into your account and the buried wire request and I apologize about the delay and...

inconvenience you have experienced. When I contacted the Field Operations team regarding your account they had already been made aware of the situation.
I have been updated that one of our Field Operations Specialists has already been in contact with you to address the routing issue and he has verified the buried wire job will be done by early next week.
I will personally follow up with this job and get in touch with you once completed to settle your request for a billing adjustment.
If you have any questions for me in the meantime you can reach me at ###-###-####.
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.
Tina
Executive Care Agent
Cincinnati Bell Telephone

I do NOT accept this response because we were NEVER MADE AWARE OF SUCH A POLICY. If we had known that such a policy existed, obviously, we wouldn't have canceled our service in the middle of the month, after paying it a month in advance like we are required to do. We never signed any agreements in regards to their so called policy, and furthermore, it's not printed on our bills, nor did they verbally make us aware of it. After canceling our service, WE ASKED about receiving a prorated amount for the 3 weeks of unused service, it was NEVER mentioned to us by any Cincinnati Bell representative. I think it's sad that  businesses try to be sneaky by finding ways to receive extra money from consumers by not making customers aware of such ridiculous policies. If companies are going to intentionally keep money for services that are no longer needed then in the future they should print the ridiculous policies on the bill and MAKE SURE THAT CUSTOMERS ARE AWARE of how they plan on keeping  your money. If this isn't matter isn't corrected, I will never do business with Cincinnati Bell again nor will I recommend them, they are to many companies out there to choose to get these services from and they don't have ridiculous policies like the one we are just now being made aware of. We mentioned this to our new company and they were shocked at such a policy.

[redacted]
Revdex.com #[redacted]
Account #[redacted]
Dear [redacted],
We have received and reviewed your concerns with your Cincinnati Bell Wireless account and getting the unlock codes.  I apologize for any inconvenience this may have caused you.  We are showing the unlock code for...

[redacted] is[redacted].  The unlock code for [redacted] is not available due to we are showing you put your cims card into the device on 10/11/14; after Cincinnati Bell had given the codes to our customers which happened on 08/01/14.  Since your device was not registered we will not have or be able to supply you with an unlock code for that device.
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

April 26, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is
responding to your Revdex.com complaint.
I have researched your
account and I apologize for the missed install visit on 4/21/16....

When the order
to upgrade your service was first processed the original due date given for
install was 4/30/16. When the representative escalated this and got the
installation approved for 4/21/16 a system error caused this update to not flow
through correctly to our dispatch department.
I have forwarded this
incident to our System Administrators for review. I have also placed a $50
courtesy credit on your account for the error and your frustration.
Per our records your
installation was initially rescheduled to the next day, 4/22/16 but the order
was later cancelled upon your request. If you change your mind and would like
to reorder please reach out to me directly at ###-###-####. I will get you in
touch with a local sales representative to process a new order and I will
personally follow your installation appointment from start to finish.
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.
Tina
Executive Care Agent
Cincinnati Bell Telephone

Hi [redacted], We have contacted this customer several times and informed that the service is disconnected. We consider this closed. Thanks! [redacted]Quality & Process Improvement SpecialistCincinnati Bell

July 20, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####
Dear [redacted]
Cincinnati Bell is responding to the complaint you filed with the Revdex.com concerning an increase in your monthly bill.
I have reviewed your account and found...

that you had already spoke to a representative and had your issues resolved. I verified the account and found that an order was placed on 07-19-16 reducing your charges to approximately $49.97 per month. This amount includes all taxes and fees. You now have a non-published line with unlimited long distance.
It is never Cincinnati Bell’s intention to upset or frustrate our customers in any way. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
Sincerely,
Sue
Executive Care Agent
Cincinnati Bell Telephone

June 8, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: [redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your account. Cincinnati Bell does apologize for any technical issues you may be experiencing.  I only show...

one call into our repair call center. This call was on June 4, 2015. Please always report any issues to Cincinnati Bell and we will be happy to troubleshoot your issues.
 
Cincinnati Bell has requested to have a Repair Supervisor call you on your cell number to further assist you.
 
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]
Executive Care
Cincinnati Bell

From my understanding there wasn't anything they were willing to do.  Their stance is they did something and my is they did nothing so that is that......

Cincinnati Bell has addressed all customer issues. We have no additional information to provide at this time. Thanks. MelissaExecutive Care RepresentativeCincinnati Bell Telephone

October 19, 2015
[redacted]
[redacted]
[redacted]
RE: ###-###-####
Dear [redacted],
Again, Cincinnati Bell receives the port out orders
electronically from other companies. The order was to port out all services
including internet. Cincinnati Bell placed an order to start internet services
again and you cancelled this order due to the need for a technician visit. Fioptics
is the only option at your home at this time. Cincinnati Bell offered to setup
a credit card account so you could access your emails and you declined. The
emails are no longer available to retrieve or access.
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 complaint closed.
Sincerely,
Rhonda
Executive Care
Cincinnati Bell

June 26, 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 equipment fee.
 
According to our legal group the Terms and Conditions do allow us to charge the $4.99 for the equipment fee.  All internet customers must be in possession of a modem.  You need to have a modem on hand to allow us to troubleshoot if you have problems with your service.  Without the use of our equipment we would not be able to troubleshoot the service.  
 
You need to go to a Cincinnati Bell store and retrieve a modem and have it on hand even if you chose to use your own equipment. 
 
The $4.99 fee is valid and needs to be paid if you retain your internet with Cincinnati Bell.
 
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