Star Office Supply

May 26, 2015
               
[redacted]
 
RE: Cincinnati Bell Account# ###-###-####, [redacted]
 
Dear [redacted],
 
This letter is in response to the complaint...

that you filed with the Revdex.com.
 
What is your wife’s distinctive ring phone #?   I am showing that you have two separate distinctive ring numbers:
###-###-####
###-###-####
 
In regards to the speed issues:
 
Cincinnati Bell can’t guarantee the speed there are many factors involved, we advertise up to 30 Meg per 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 Wi-Fi 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 have sent a request to repair asking for a credit to be issued to your account for the days that you were without service.  I will let you know when I have that amount and it has been credited to the account.
 
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

December 10, 2015
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com complaint.
In reviewing your account notes I see many representative
and system errors that...

led to the issues you’ve experienced with your final bill
and the receipt of the promised refund check. I sincerely apologize for the
inconvenience this experience has caused you.
Per our phone conversation when I received your complaint
the Collections Department had already issued another refund check in the
amount of $176.55 for the equipment charge that was billed in error. They also
processed a $25 credit on your account for the bank return fee you had been
charged and requested for a refund check to be printed in that amount.
The new check in the amount of $25 has been printed with
check # [redacted] and our Accounting Department has pulled this check and mailed
it to your [redacted] address referenced above.
I have documented your issues and experience for review
by each representative’s supervisor as well as our Cincinnati Bell Executives.
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 sent them a check to get them out of my life forever. It was a bogus charge but not worth my time to fight them. The Revdex.com let them stretch this out to a month & there will be nothing done to them for it. I'm tired of the little guy getting screwed by the big guys. I'm done with them, I'm done with you. You have once again proven your uselessness & greed for money. I'm ashamed to have ever had my business listed with such a hack, only worried about the money. Your ability & usefulness is outdated & you won't be around much longer. Most have figured you out, I'm just sorry it took me this long. I know this long delay will have no affect on their rating & it's a shame.Bye forever

May 2, 2016
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I apologize for the service issues you experienced on 4/27 and that this was not able to be resolved in a timely...

manner.
Per your account notes disconnect order [redacted] completed on 4/29/16. As a courtesy for your service going down on 4/27 I backdated the billing on this order to 4/26. This will prorate your final bill so you will only be charged for service dates 4/07-4/26. Your final bill will print on 5/7/16.
There are no previous notes or complaints regarding any damages on your account. The mounted Optical Network Terminal (ONT) does not get removed from the residence upon cancellation of services. This equipment remains on the premise.
If you feel there were damages caused by Cincinnati Bell to your residence you can contact our Risk Services line at ###-###-####. They will investigate the claim once reported.
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.
TinaExecutive 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. It is clear that there will be no solution form Cincinnati Bell for my complaint. I do feel that it is important for this complaint to be available to potential future Cincinnati Bell customers so they are aware of this unusual policy that is very difficult to find in the small print.
Regards,
[redacted]

The contract was electronically sent to email address [redacted]. The contract was signed on 5/29/15. The electronically signed contract is valid.

All credits and adjustments were applied to the account on 01-27-17. Credit of $99.00 was given to her for the Change of Lessee fee and an additional credit $106.92. Customer's current bill is $22.24 after the credits. Issue resolved.

July 7, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
 
RE: [redacted]
  Cincinnati Bell is responding to your Rebuttal filed with the Revdex.com.
 
Per our conversation on June 25th, I was advised that your old number, [redacted] was working with Cincinnati Bell.  I sent a repair technician out and he also verified that the number was working.
 
Today, I found a port out order in the system from [redacted] asking us to release this number on July 10th.  The only reason this number would not be working in your home is if [redacted] has pulled Cincinnati Bell’s lines and connected their lines.  There is no way for us to know this unless we dispatch another repair tech.
 
Since you will be porting out this number, I don’t feel a tech visit is necessary. There should be no problem releasing the number to [redacted] since we show it working with CBT. 
 
[redacted]
Executive Care Agent

September 1, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
Cincinnati Bell currently offers two different ways for our customers to watch television on their mobile...

devices. There is the Fioptics TV App, which will be discontinued on 9/6 for updates and improvements, and Fioptics [redacted].
Per our conversation yesterday we were able to determine you were attempting to access the Fioptics TV App which is not available on the [redacted] package.
As we spoke about you have access to any of the Fioptics [redacted] channels you are currently subscribed to. To access these channels you must download the specific channel app in the app store and then sign in using your Cincinnati Bell MyAccount email and password.
If you have any further questions regarding [redacted] or if you have further issues trying to access any of the channels you subscribe to please do not hesitate to reach out to me at ###-###-####.
It is never Cincinnati Bell’s intention to confuse or frustrate our customers. On behalf of Cincinnat Bell I apologize if we have done so in this matter.
Tina
Executive Care Agent
Cincinnati Bell Telephone

Hi,I am trying to check the status of this complaint. It states that more info was needed from me yet under the status it states the complaint was sent to the business and that no action is needed from me.  This was over a month ago, and I have not heard anything back. The info I think...

they were asking for is what do I want as a resolution... I wanted a month free due to it taking six calls and poor customer service to get my cable turned back on. They told me it would be on when it wasn't, and the supervisor of the overnight customer service hung up on me more than once.Thanks,[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.  Once agsin, the company us just telling me I can become a customer again at the same rate as always. They still have made not attempt to right their wrong. It is not my fault that their emoloyee called and offered us a price that was not available. That is on them to figure out.
 
Regards,
[redacted]

May 9, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Dear [redacted],
This letter is in response to the complaint that you filed with the Revdex.com regarding your final bill.
According to our records you were carrying a past due...

balance before the service was cancelled that was never paid.
The current amount due is $63.66. The representative that you spoke with when you cancelled your service was explaining that you would not be charged any more [redacted]ective the date of cancellation but any past due is still due to CBT.
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

February 11, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com complaint.
I have reviewed your account thoroughly. Unfortunately,
Cincinnati Bell does not offer a...

portable wireless internet service similar to
what you described. This type of service is typically only offered from wireless
phone providers. It appears there was some level of miscommunication at the
point of sale. We will follow up with the representative who sold you Zoomtown
Lite for coaching.
I have personally disconnected your service with
Cincinnati Bell. I backdated all charges to January 23, 2016. This was the date
you began being charged for our services. If you receive a bill please
disregard, as all charges for this service are being reversed.
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.
Cincinnati Bell considers this complaint closed.
Megan
Executive Care Center
Cincinnati Bell Telephone

April 21, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com complaint.
When your complaint was
received you were already scheduled for a repair visit on...

4/20/16. Per the
technician’s notes from that visit your speed problems are directly related to
the Pulse Secure VPN you log into for work. When not connected to this VPN the
technician trained your internet speed at 23MB.
The technician hardwired
your laptop as a temporary fix. You will need your IT group to take a look at the
VPN to address your situation further as the speed issues you’re experiencing
are not being caused by Cincinnati Bell’s network or equipment.
Per our records on 4/18/16
you were given a credit of $80.12 which brings your current balance due on 5/5 to
$41.23.
If you have any further
questions regarding your account or balance you may reach out to the
Residential Office at ###-###-####.
It is never Cincinnati
Bell’s intention to confuse or frustrate our customers. On behalf of Cincinnati
Bell I apologize if you feel we have done so in this matter.
Tina
Executive Care Agent
Cincinnati Bell Telephone

Cincinnati Bell has previously explained and addressed all of [redacted] issues. We have no new information to add at this time. [redacted] is welcome to contact our office with any questions. Thank you.TinaExecutive Office RepresentativeCincinnati Bell

Dear [redacted], Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding the charges on your account.    I was able to look into the issue on your account, and I first wanted to apologize for the confusion that this situation...

has caused. I saw that a representative was able to credit you for the charges for services that were not received, but that you were still billed for unreturned equipment. The last time a representative spoke to you, they saw that notes from UPS indicated the equipment was delivered in mid-August. Rather than launch an investigation into this issue, I just went ahead and credited the final balance on the account of $120.24.  This response is to serve notice that Cincinnati Bell has credited the remaining balance of $120.24 on the account of [redacted] as of 11/28/16 and that no further balance is due with us. We have reached out to the collections agency that received your account and advised them to withdrawal this collections amount as of 11/28/16. 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. Josh 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 only reason the service tech showed when he did was because I called and complained. The guy was here for two minutes and I told him that I checked the jack with a regular phone, and he determined the problem was down the road in the dist box on [redacted]. So I waited 6 hrs for someone to come to my house and tell me something I already knew. What about the loss of service for the 2 weeks my phone did not work. This is just another excuse by big business in America where they do not care about their customers. The Bell may not reimburse people for lost time, but overall will lose money due to loss of customers. Like I said previously, all it took was the Bell to pick up the phone and communicate with their customers, I mean is that too much to ask? 
 
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 have reviews the response from [redacted] and this does not justify lying to a customer to gain new business. I understand their policy is to only reimburse up to $100 but this was not given to me at the time they lured my into signing up for service. I was verbally told by a customer representative that they would reimburse me up to $200. This is where the bait and switch comes into play. They told me one thing to get me to sign up and delivered another product. Why would I pay to become a customer of [redacted]? Thier reimbursement policy was not available online at the time and i'm not sure if it is today. I couldn't find it. I had to go into a store to receive the document/policy for reimbursement. In conclusion, [redacted] lied to me about their reimbursement policy to gain my business and they have not tried to resolve this in any way. 
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.  Please schedule a rep to come out to my house so that I can prove and show that the Cincinnati Bell Server/Modem is still connected, opens automatically.  Professional programmer still states that the server is still hooked up to my computer.  Not sure how, as this service was never hooked up in my house.  It was in  my office in [redacted]Nothing has been resolved.  I have an apt. tomorrow with [redacted] to tell my story on the TV.  I hope I get picked.  I have lots of pictures of the connection still working.  Cincinnati Bell knows that this HAS NOT BEEN DISCONNECTED.  Who is paying Cincinnati Bell for this active server owned by Cincinnati Bell?  I never received my refund of check of $194 as I was promised by Cincinnati Bell** rep (have a tape recording of conversations and messages date and time stamped).  Good Luck Revdex.com.  You have been given false information from a major corporation.This case is not closed until I get my refund check and Cincinnati Bell disconnects their server modem.  Cincinnati Bell are liars!  A rep a few weeks ago recognized that the server was still hooked up.  It** still hooked up as of May 11, 2016 at 3:55 p.m.        
 
Regards,
[redacted]

April 28, 2015
 
 
 
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Revdex.com rebuttal.
 
I again apologize for any misunderstanding on pricing and promos and for your experience. There was no contract for service on your account and all introductory pricing is for one year.
 
Cincinnati Bell does not have indefinite pricing.
 
Cincinnati Bell considers this complaint closed.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone