Star Office Supply

June 29, 2015
[redacted]
 
Re: ###-###-####, [redacted]
 
Dear [redacted],
 
This is in response to your rebuttal. You placed an order to add a landline in January 2015. Your landline order was completed on 01-17-15. Cincinnati Bell’s records indicate one phone call to repair concerning your landline not working on 01-19-15.The notes indicate that you would check your phone equipment and SNI and callback to our Repair group if needed. Cincinnati Bell does not show any others calls concerning your landline not working. Our records indicate that you called once in February and several times in June to question your bills. Another call in May to question your internet speeds.
 
Your promotional rate that was added in January 2015 was for [redacted] television and home phone only. The other promotions were a 12 month promotion from when you started service in May 2014. These promotions ended on 05-31-15. This has been explained to you by several representatives.  The promotions that ended were on [redacted], Set top boxes, sports tier, modem fee and internet.
 
Cincinnati Bell does not guarantee internet speeds. This is in our terms and conditions.
 
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).
 
 
Cincinnati Bell will mail you a final bill with 2-3 weeks.  If you have any question on the final bill please call our final bill group at ###-###-####.
 
Cincinnati Bell considers this complaint closed.
 
Sincerely,
 
Rhonda
Executive Care
Cincinnati Bell

Cincinnati Bell has mailed and attached the [redacted] form. This is a State ran program and the form has to be filled out by the customer and returned to the [redacted] department to verify the discount. Cincinnati Bell is closing this complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11789808, 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]

February 12, 2015
[redacted]
 
RE: [redacted]
 
Dear [redacted].
 
Cincinnati Bell has reviewed your account.  The Price Protection Plan only covers the Zoomtown product. The modem is not included in this agreement. Your receipt from...

your order clearly states that “services not identified herein are not subject to the Price Protection Plan “
 
Service(s):
·       ZT Direct for $30.00 X 24 months
 
Prices listed above exclude taxes, fees, and other surcharges. Additional charges may apply for service activation or installation. Services not identified herein are not subject to the Price Protection Plan.
 
I mailed a copy of your receipt to your home today.
 
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

We apologize if there was a miscommunication regarding where to trouble was located when you spoke to our repair group. The charge is for the work the technician completed. The technician stated they repaird the inside wiring. You were not charged for the visit, but the work completed.

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 second technician sent out the same day, and the third technician who actually installed our service on 10/10, had no issues with the "condition" in which they would be/were installing our service. As previously stated, the first technician made slanderous comments about the condition of our home to his supervisor, who shared those with us. He also left without saying a word to us. If this is "professional customer service" from Cincinnati Bell, it's a miracle you're still open. I am not satisfied with this "answer," as it was not an answer. There was no apology, just a justification for their poor service, which is unacceptable. No one should be subjected to this kind of treatment, and this situation is very disappointing. Do you not have a PR department to deal with epic failures before they go viral? I'm sure you have someone there who could type up a simple "we're sorry we wasted your time and employee people who are so lazy that they lie about customers to avoid work." Look, I just typed it - you could just copy it, paste it, sign it, and send it back. It's like I did your job for you. You're welcome. Terrible, awful customer service.
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.  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]

Per our conversation today the number was ported and the issue is resolved. Closing the Revdex.com Complaint.

A verbal contract is binding and the attachments provide the terms and conditions for the agreement. The attached recording works and I apologize if the previous agent had issues playing the recording.

February 27, 2015
[redacted].
[redacted]
 
Revdex.com rebuttal
 
Dear [redacted],
 
Cincinnati Bell made the business decision to not upgrade your area at this time. We may at a later date, but it is not scheduled for 2015.
 
Cincinnati Bell considers this complaint closed.
 
Sincerely,
 
[redacted]
Executive Care
Cincinnati Bell

They did not even listen to our case. They did not even send an adjuster to look. They just asked rep and took his word that he did not move the bed when you can plainly see it was moved. Its abuse of an elderly man who trusted this rep in his room and now his bed is broke. I will be taking this to small claims court if not resolved.

July 7, 2015
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Better Business Rebuttal concerning the Zoomtown Modem rental fee.
 
Again, I apologize but this is a Corporate Policy that I am unable to change.
 
When your promotion expires in January, you can contact our office at ###-###-#### to see if they will extend the promotion.
 
Cincinnati Bell is considering this complaint to be resolved and closed.
 
[redacted]
Executive Care Agent

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 for now.When the technician was here download speeds were within normal ranges but later that day they reverted back to a low a 130kbps. So I am stumped. I am willing to monitor the situation for a while to see if it improves or deteriorates.
Regards,
[redacted]

[redacted], According to our records the credit should have appeared on your [redacted] bill. Once the CBT order completed the process is that it can take up to 2 billing cycles for you to see the $10.00 credit appear on your [redacted] bill. We followed our process and sent a confirmation to [redacted] on 7-6-16 with the...

order being due 8-4-16. [redacted] was in error by telling you that the credit should come from our end. The [redacted] order number was [redacted]. You will need to contact [redacted] and give them this information so that they can make sure that you have received the proper credit.
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

Thank you for the additional information, however, Cincinnati Bell's position has not changed. Please see our previous response below. Thank you .TinaCincinnati Bell Executive Office Date Sent: 8/27/2015 8:20:23 AMAugust 27, 2015   [redacted] RE: ###-###-####,[redacted] Cincinnati Bell is responding to your Revdex.com rebuttal. I apologize once more that one of our technical support representatives misinformed you about Wirecare, but Cincinnati Bell’s position stands. The work that needs to be done to your inside wiring is not covered. The misinformation was human error and it has been submitted to the representative’s supervisor for coaching and training. I have spoken with William who was your installation technician, and Ronald who was scheduled to perform your wiring repairs on 8/20/15. William verified he did not cut any inside wires. He removed the 2nd DMARC and installed a new pots splitter to enable your internet to work. Nothing this technician did caused the problems with your inside wiring.  Both technicians verified they advised the repairs were a billable service and that Wirecare would not cover the charges for installing a new jack or the repairs that need to be done. Wirecare is a maintenance plan meant to cover repairs on inside wiring that was working and went bad. Wirecare does not cover the complete rewiring of a customer’s residence because of pre-existing conditions. Wirecare has not been added to your account. The order that would have added Wirecare to your account was cancelled when the repair visit was cancelled on 8/20. As previously advised Cincinnati Bell does not own the inside wiring so you have the option to shop around and hire an electrician or contractor of your choice to replace or repair your wiring. Once again I apologize for any inconvenience this has caused you as a customer. Cincinnati Bell considers this complaint closed. TinaExecutive Care AgentCincinnati Bell Telephone

May 26, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Dear [redacted],
This letter is in response to the rebuttal that you filed with the Revdex.com regarding your customer service experience
Here at Cincinnati Bell we take all complaints that are filed serious complaints.
I have reviewed the account and sent coaching and training to the representatives to assure that this does not happen in the future.
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

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 had a positive discussion with [redacted] on the 29th, and I really thought there would be relief for all involved in this. I was shocked this afternoon to yet again see a Cincinnati Bell representative come to the door saying that he was told to make the service call. I just really need my phone number back.  If I could afford an attorney, I would have called them weeks ago.I am still in disbelief. This whole matter has been a nightmare. My health is affected, and my family is under great stress as well.Could we bring closure to this once and for all?
Regards,
[redacted]

February 19, 2015
[redacted]
 
RE: [redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your rebuttal. There is no new information. You are receiving the best possible speeds for your area.
 
Cincinnati Bell has documented your concerns and this is reviewed by our Executives weekly.
Cincinnati Bell considers this complaint closed.
 
Sincerely,
 
[redacted]
Customer Care
Cincinnati Bell

I have adjusted both final bills with CBT ###-###-####,[redacted] & ###-###-####,[redacted] and asked the collection agency to update the records. Cincinnati Bell considers this complaint closed.

June 9, 2016
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Per our telephone conversation this afternoon, Cincinnati Bell has rescheduled your installation visit for June 20, 2016...

between 8 AM and 12:00 PM.
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