Cincinnati Bell

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]

September 8, [redacted] RE: Cincinnati Bell Wireless Account # [redacted] Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning the increase on your Cincinnati Bell Wireless Account Cincinnati Bell constantly strives to offer competitive rates in the growing wireless marketUnfortunately at this time it is necessary to make some modest increases to cover rising costs and continue to offer you the level of service that we are proud to provide We are advising customers that it may be beneficial to transition your service in the 4th quarter of the year to take advantage of the holiday promotions In reviewing your account I have found that your promotions have expired which increases the bill by $ [redacted] a month On August 1st a $ [redacted] fee was added to all Cincinnati Bell Wireless Accounts to cover the maintenance fee The maintenance fee I do see where there was an adjustment made to your account for $ [redacted] for this current bill Going forward we will not be able to make any further adjustments or be able to honor any more promotions Please note that [redacted] has purchased our wireless spectrum If you go to one of our Cincinnati Bell Wireless stores you can get pricing from [redacted] they are currently selling [redacted] service in our stores It is never Cincinnati Bell’s intention to upset or frustrate our customer 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 For your reference, details of the offer I reviewed appear below The resolution is a step in the right directionIt is correct that the account was credited around [redacted] dollars in the pastThis was again due the internet not working properly since the service was installed over a year agoSo the extra ** dollars is again a step in the right direction but I have spent over *** dollars for this service since I have had it installedI would say that there has been issues at least 1/of that timeThis to me is highly unacceptable The service person did come out yesterdayHe changed some stuff around outside and ran a new line for the box in the basementThis was to make sure everything was running directly back to the outside boxBUT this did not fix the DVR issueHe told me that it me wouldn't but he needed to make sure everything else was goodThere is suppose to be a update for the DVR boxes to fix the issue and I was told by the tech supervisor it was going to be yesterdayI will check this out again tonight because the update might have been pushed overnight but the DVR did not work last night The supervisor that did show up at the house was not very happy or somethingThe tech told me someone else was coming in the house shortlyAs the new person entered my dog went to see who it was and I went to make my dog leave them aloneThe issue here is that he did not acknowledge I was even there, did not introduce himself and as I was standing there he was asking the tech what the complaint wasI was feet away why not ask the person making the complaint So I made my comment about all the other service calls and went back upstairsAfter a little while he came upstairs and looked at the one outlet in the living room and said the the HDMI could be causing some issuesNow I do understand that could happen but assuming and stating things in the manner he did was rudeI am very technical, heck I am a Field Service Engineer and have been in IT for years and even worked in the cable TV industry for a few yearsI was willing to overlook his comments and move onThe next comment that pushed me over the line was when he pushed my dog away and stated that "he could have him sniffing him because he can't smell or have dog on him the next place he goes" I can understand that but all that needed to be done was asked for me to put my dog upI myself use to do this all the time when I working in people's residentsI am not sure why he acted rude, and almost a superior attitude most the time he was there but there really is not an excuse especially from a supervisor The technician ( [redacted] ***) was nice and actually seemed like he cared and wanted to get the issues resolvedHe left his cell number for me to call him directly in case other issues came up But on the other hand the supervisor is not welcome back in my house I will not tolerate disrespect from someone that is a guest in my houseEither disrespecting myself, family or even dog will not be tolerated Also there was the issue below with one of the CSRs the other nightI was unable to update the complaint at the time this happened but the below also needs to be addressed UPDATE-9/30/ I was contacted today while at work and asked a few questions about the issues that I have been havingI was told that many people are having the same issues and that there is a fix in the worksSo at this time there was a known issue and they are waiting for people to complain before fixing or adding to the list of othersThis is a very bad reactive response to a known issueSo I have again been paying for a service that has not worked in a while properly (over a year)I was told someone would contact me again later on for the On Demand issue This evening I was called from the service desk and talked to a person that really didn't speak good English and was very hard to understand once againI was told it was another known issues a many people are having the same problem and they are working on itI asked if a supervisor would be calling me and she stated that one of her colleague would contact meI asked again if it was a supervisor ans she stated it was a colleagueI then asked if she was a supervisor and she got an attitude stating that is what she told me in the first placeI then explained that her English was very bad and she was hard to understand and that I needed to talk to a manager or supervisorShe said ok and then hung up on me Regards, [redacted]

October 14, [redacted] RE: [redacted] Dear [redacted] , Cincinnati Bell has reviewed your accountWe do apologize for any technical issues you have been experiencing Our records indicate that a technician was at your home on 10-10-I spoke with this technician and he advised that he spoke with your husband and educated him on bandwidth managementThe technician provided his cell number for future reference It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter Sincerely, [redacted] Customer Care Cincinnati Bell

September 3, Ms [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com complaint Upon researching your account I was not able to find any notes of a cancellation request in May and I wasn’t able to locate a return receipt for the equipmentHowever, I did see that you made your last payment on May 20th and we received your change of address information from the [redacted] in JulyThese can take a couple of months to reach us Due to the change of address request and that you have always had excellent pay history I edited the cancel order to backdate your bill until May 27thThis was the last day of the cycle you would have been in at the time you requested to cancel This will clear the current amount due on the account and bring you to a $ [redacted] balance It is never Cincinnati Bell’s intention to confuse or frustrate our customersOn behalf of Cincinnati Bell I apologize if you feel 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Cincinnati Bell did not address the issue of disputeThey only offer $ [redacted] Credit for months, a total of $***, and that is not acceptable 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.I would like to thank Melissa for her responseI am waiting for answers from her team members that she requestedWhen we hear from them, I will hopefully be able to mark this complaint as being resolved.I appreciate the reduced rateHowever, as I mentioned before download speeds below mbps basically render the internet un-reachableAnd I am not talking about high bandwidth applications such as [redacted] or [redacted] Just banking and investment sites like [redacted] and [redacted] .On 9-6-I ran surf speed testsI have uploaded the graphAs you can see only of the were above mbpstests were below with as low as mbps (No Internet service)Hopefully CB with view this as an "outage" or "broken" and take what ever steps needed to fix itI have been a CB customer for a long time and I can't believe they would provide service as bad as this or knowingly let it go unresolved.I look forward to a acceptable response to reconcile this issueAll CB employees that I have interfaced with have been very courteous and professional Respectfully, [redacted]

September 29, [redacted] RE: CBT Account# [redacted] Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning the increase on the account In reviewing the notes on the account, I did find that your Cincinnati Bell Wireless bill was increased The increase was $ [redacted] for the maintenance fee & *** for the data plan effective 8-1- Since you are a long time customer I have credited the increase on the current bill, I have added promos to credit the charges each month The next bill will show the adjustment as a $ [redacted] adjustment Your November 5th will be correct 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

September 5, [redacted] RE: Fioptics Account # [redacted] Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your internet and cable In reviewing your account, I have found that you have been given multiple credits for your video services this month The current adjustments that have been applied to the account are as follows: 8-29-Outage Credit $ [redacted] 8-27-Courtesy Credit $ [redacted] 8-27-Courtesy Credit $ [redacted] 8-27-Late payment fee $ [redacted] 8-18-Courtesy Credit $ [redacted] I have checked with the repair group and they have agreed to issue an additional credit for $ [redacted] for Data issues in August At this time Cincinnati Bell does not feel you should receive any further credits for the video service We only offer credit for the documented time down Cincinnati Bell made a corporate decision to outsource some of our call centers All call center employees working on behalf of Cincinnati Bell are given the resources and training required to resolve customer issues 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 For your reference, details of the offer I reviewed appear below They claim to have issued almost $ [redacted] in credits for services that did not work for over monthsThis is NOT enough being the services are $***/monthI would need at least another $ [redacted] - [redacted] in credits for the fact I paid for the services the entire time they did not workI have been arguing with customer service over this for a long timeI was told that ALL of it would be credited once the issue was resolvedI have been waiting since April for these credits Regards, [redacted]

October 21, [redacted] RE: [redacted] Dear [redacted] ***, Cincinnati Bell has responded to your complaint already via our Media relations team Your account was reviewed by a Repair supervisor and all appropriate credits have been givenNo further credits will be given This has been explained to you already Cincinnati Bell apologizes for your technical issuesThere are some limitations within our NetworkThere is nothing else we can do at this timeIf you are not satisfied with your Fioptics from Cincinnati Bell you may want to look for another service provider .Cincinnati Bell would hate to lose your business but we would understand Cincinnati Bell considers this complaint closed Sincerely, [redacted] Customer Care Cincinnati Bell

September 30, [redacted] RE: [redacted] Cincinnati Bell is responding to the rebuttal that you filed with the Revdex.com concerning a Pay Per View billing issue After reviewing the account I see where the adjustment has been made Cincinnati Bell considers this complaint closed [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 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] Again they aren't addressing the issuedI went into their center inside the mall and cancelled most of the service back in late may-early junewhere is that recordThey are saying I cancelled in AugustI called about the $ [redacted] bill in augustRepresentative said I should not have gotten that bill and he told me he saw where I cancelled the phone and features and to disregard that billNow I get same bill from collectionsCincinnati Bell records are not correctWhy are they telling me two different things

I need the Cincinnati Bell account # for this complaint [redacted] Executive Care Representative Cincinnati Bell Telephone

September 11, [redacted] RE: Fioptics account# [redacted] Cincinnati Bell is responding to the rebuttal you filed with the Revdex.com concerning your Fioptics account The pricing you requested is as follows: Internet $ [redacted] TV $ [redacted] boxes $ [redacted] ( [redacted] EACH) ________________________________________________________________________________...⇄ $ [redacted] Keep in mind that you have promotions on the TV services that expire in October at that time your bill will increase by the following: HD DVR BOX $ [redacted] Set Top Box $ [redacted] Promotion $ [redacted] off TV Whole Home DVR service $ [redacted] Modem fee $ [redacted] $ [redacted] These prices are without taxes and surcharges 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 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.] My view on this matter is it has not been solved The company has not credited my account for the entire time that my service has not worked, the service is still not working, and I am out of a ton of money on paying for this service This company does not have a professional customer service approach We have been told our service will continue to only work**% until they run the wiring to our home in which this has not happened, nor have they credited my account Regards, [redacted] ***

September 23, [redacted] RE: Cincinnati Bell Fioptics Account # [redacted] I am responding to the complaint that you filed with the Revdex.com concerning your Fioptics Account After reviewing your account I have issued a courtesy adjustment in the amount of $ [redacted] The current amount due on your account is $ [redacted] I have reviewed the charges on the previous bills and made adjustments accordingly The next bill will be due November 8th You are currently receiving promotions on your account in the amount of $ [redacted] through March 1, 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 Representative Cincinnati Bell Telephone

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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] ***

September 4, Ms [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com rebuttal Unfortunately, a senior repair agent already reviewed your account and all proper credits were applied between April and MayNo further credits were promised As previously advised since your account is now in a cancelled status full payment of the final bill is required to set up a new service Cincinnati Bell considers this complaint closed [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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I guess they would view it as being resolved since I'm the one they are screwing overI am just another dissatisfied consumer of theirs....thank you Revdex.com for listening