Star Office Supply

February 10, [redacted] , [redacted] RE: CBW ACCOUNT# [redacted] Cincinnati Bell is responding to the rebuttal that was filed with the Revdex.com concerning your wireless past due account According to our records the balances that we billed and the payments are correct I have checked with accounting and there are no payments for this account other than the payments I referred to on the Revdex.com response If you have copies from your financial institution we will be glad to do a payment investigation You are going to need to provide front and back copies of checks or bank statements showing payments that you say were made We have no way to do a payment search without that information The charges are correct you had a past due balance before you cancelled The past due amount needs to be paid this was for services that were rendered to you The charges that were never paid are for the dates of 8-21-to 9-20- Cincinnati Bell is showing that you do owe this amount and we stand behind that decision and collection activity will continue unless you are able to show us copies of payments that were made [redacted] Bell considers this complaint closed and balances due as billed It is never [redacted] 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 [redacted] Bell Telephone

Dear [redacted] , Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your accountAfter looking into the orders on your address, I was able to see that you were erroneously charged two separate deposits for Internet serviceI have processed a refund of the deposit for service that was not activated ($50), and you should see that refunded to the credit card used to pay the deposit within the next 6-business days I looked into your previous account that is now under your ex-wife’s name; it appears that she called us on 01/09/to switch the account to her name and Social Security NumberShe was able to fully verify your information on the account over the phone, and so the representative processed the orderUnfortunately, this representative did not follow up on this verification by actually speaking to you directlyI will be sending a message to this representative’s supervisor for coaching to prevent this moving forwardI do see notes on the account indicating that a representative advised you on 03/31/to go to a retail store to re-claim the account by showing ID in person, but it doesn’t appear that you were able to do soAt this point, since you have new service at a different address and the old account is now under your ex-wife’s name and Social Security Number, it is effectively out of your hands and should not have any effect on you or your credit moving forward 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 Thank you for your business! Josh Executive Care Representative Cincinnati Bell Telephone

August 9, [redacted] RE: [redacted] Cincinnati Bell is responding to your 2nd rebuttal concerning your final bill and property damages I have asked that Core Risk Management send me an update on your property damage claimI asked that they contact you to resolve the complaint Again, per notes on your account from Justin on July 14th, all services were working fine after the visitThe problem was not Cincinnati Bell’s equipment, but your own personal routerCincinnati Bell will not support equipment that is not provided by us The receipt showing a zero balance that you mentioned, was an invoice from the phone store where you returned your equipmentThat was not your actual monthly billThe remaining balance owing on the Final Bill is $and is due today Cincinnati Bell has waived all installation fees and applied a $courtesy creditWe do not feel any additional credits are warranted and consider this complaint to be resolved Sue Executive Care Agent 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 However, I am still having issues with the internetIt is back up but iit turns off every few hours up to a few minutes then it comes back onA Tech is coming to my house today to upgrade the speed to 30mbps and give me a HD Box Hopefully this fixes it Regards, [redacted] ***

Dear [redacted] ,Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding the charges on your account After investigation into the issue, I did find that the order to remove television service from your account was placed on 10/07/16, but the order was pushed out to 11/10/for completion for some reasonBased on the notes on the account, I cannot decipher why the order was pushed so far out Since the order was not posted promptly, another bill generated with television service on it You called in to dispute these charges on 11/19/16, however, and we did provide you credits for the television service on the billing cycle of 10/29/16-11/28/in the amount of $This covered all of the television charges for that billing cycleBefore these charges were erroneously billed to you, you called in on 10/26/to dispute the charges for television on your September bill (09/29/16-10/28/16)The charges for television on this bill were valid; you did not place an order to cancel the television service until 10/07/16, and even if it had posted more promptly after the order was placed, it is Cincinnati Bell’s policy to not pro-rate charges for television service when it is removed from a customer’s accountThis means that any charges on your September bill were valid and not in need of creditDespite this policy and the status of your bill at the time, a representative still processed credits for you in the amount of $The television service has since fully been removed from your account, and you should no longer see charges for it moving forwardThe representative that placed your television disconnect order will receive coaching about processing orders properlyDue to the credits placed on your September bill, we will not be processing any further credits on your accountIt 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

[redacted] RE: [redacted] Cincinnati Bell is responding to your Better Business Bureau complaint I have reviewed your account and billsThere have been several changes in service and courtesy adjustments made to your account over the last year but your original quote for video and internet service from September was $per month before taxes and fees for one yearIt is noted several times within the year taxes and fees were explained on multiple occasions On your statement printed 9/1/you were advised of promotional rates set to expire and given a phone number to call for any new offers you may qualify for Your service was then suspended for non-payment on 9/ Service was reactivated as a courtesy the same day since you called and said you just mailed a payment for $ Service was again suspended on 10/This time service was reactivated on 10/and a courtesy adjustment was issued for the previous reconnection fees from 9/At this time the representative advised no more reinstate fees would be waived On 10/you were given retention offers for new promotions but these offers were deniedYou requested for the account to be cancelled on 10/Per Cincinnati Bell’s Cancellation Billing policy: The monthly charge for service will not be prorated for the final partial month of serviceThe full monthly service fees will apply, even if your service is active for only a partial month Your final bill printed on 11/1/in the amount of $$was the past due balance for services renderedThe current charge of $consisted of the reconnection fee for internet on 10/15/and the late fee for the previous bill Since late fees and reconnection fees have all previously been explained these charges are valid and will not be adjusted further If you have any further questions regarding your account or balance due you may contact Cincinnati Bell’s Final Bill Department at ###-###-#### Tina Executive Care Agent Cincinnati Bell Telephone

Tech after Tech my services that I pay for keep getting interrupted, My original complaint isn't about the technician, My complaint is I Have had several tech out here to fix my service, one tech said it was my windows I was using, the other has reset my router, the other tech replaced my box, My family and I would like to watch our tv without interruption, when I call customer service, they offer a credit, I don't want a credit, I would like to enjoy my services, I came from dish who treated us like family, to Cincinnati bell who offered great services and great pricingWhen we call customer service, one agent told us since we are gone to hours a day, resetting our router in order to get our tv to work is and not that bad One agent told us it is due to peak demand Most of the time, we get told they will contact their networking department We just want or service fixed When or services where installed the tech used the old wiring that was here, we purchased this house in Feb of this year, could it be possible, the wiring is bad Thank you

Customer called 7/27/to advise that Cincinnati Bell has made arrangements to remove the tree in question and at this time he considers the matter to be 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 They have not addressed the fact that I am regularly getting mbpsI understand I get "up to" mbps, but as stated before, is not acceptableI also understand that I am paying for the fasted speed in our area, however it doesn't seem that all employees of the company know this, as I was offered faster speed to compensate for the poor customer service and speedI want a real answer, not a breakdown of the promotion we have in general, I already know what we should be paying, but often times pay moreThis is the final attempt at a resolution before the St torney General is contactedMelissa, re-read my.initial complaint and address it correctlyThis is the last corrospondance through Revdex.com 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 would like to know just what level of internet service costs $75/month? I paid the bill I owed for November ($40/month for internet ONLY as I CANCELED your service - I sent the records of that) and DECEMBER (which was $40/month for internet ONLY) Cincinnati Bell, true to form, is DOUBLE BILLING me for SERVICES I DID NOT RECEIVE This seems to be plan - double bill and hope nobody notices or complains.The bill I received (and sent you a copy of) was a bill for FEBRUARY and MARCH I am NOT paying for services I did NOT RECEIVE I'm not the only person you've billed for services I haven't received - there are plenty of people over at Pissed Consumer that you've continued to rip off I will also be billing Cincinnati Bell for the numerous days of work I had to miss in order to deal with your harassment and failure to provide the service I was paying for in October and November There were at LEAST THREE service calls to my house that I had to take off work for and still you failed to provide a fix for the outage of my landline OR my internetI had to CANCEL my home phone and reorder CHECKS with a new phone number because my landline was no longer useable because of YOUR failure to provide service The [redacted] can deal with you from here on out I've formally submitted my complaint to them as well Regards, [redacted]

Please read the complaint again, the complaint is against the property at [redacted] *** Work order # [redacted] was called in [redacted] Police Department have also been contacted This is a safety issue 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]

This customer has come through our office from at least three different formal complaint sources and has been told the same thing from each oneThe customer simply was not paying her bills and refused to set up payment arrangements to pay multiple timesThe customer recently paid off the balance on the account that was shut off for non-payment and has already opened a new account with CBTShe never addressed the pre-install buried wire issue she describes in her Revdex.com complaint – there are no notes in our systems at all related to this around the time that it would have been installedThe customer was charged for unreturned equipment on her 09/bill; the customer called to have the charge reversed 10/01/17, and this charge was credited back in the amount of $on 10/13/17, an entire week before her billing due dateThe customer felt that she deserved a credit for the unreturned equipment credit taking nearly two weeks to update, despite it being within her billing cycleShe also then did not pay her full bill after the credit was issuedThe customer was credited $12/03/due to network issues that were repaired after one dayShe then made one payment of $on 12/22/17; this payment still left the account short, and was also the last payment received on the account before its closure for non-pay on 02/09/The customer was credited two different late fees for a total of $on 02/08/18, despite her service being in suspended status, not having made a payment on the account since 12/22/17, and already having a disconnect address in placeThanks Josh H.Executive Care Team

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 email Cincinnati Bell provided was never valid! Therefore, contract is invalid!Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] It is not what I hoped for but it is what I expected and there is not much I can do about it But for the benefit of future customers, I still believe Cincinnati Bell should waive termination fees after two years have elapsed on the contract to be more consistent with other phone service providers Regards, [redacted]

January 4, [redacted] , [redacted] RE: ###-###-####, [redacted] Dear [redacted] :This letter is in response to the complaint that you filed with the Revdex.com regarding your internet speed Cincinnati Bell does not guarantee the speed of the internet please see our terms and conditions below: Service Speed ZoomTown and Fioptics Services come in a variety of speedsThe availability of some service speeds may depend on the location of facilities in your neighborhood and on your streetNot all service speeds are available in all areasCincinnati 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 likeThe 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 basisThe 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) I did check your address and at this time there are no plans to upgrade your service to our Fioptics platformYou currently have our zoomtown product with premium speed up to meg If you continue to have issues with the speed please feel free to call ###-###-#### and allow the technician to help you troubleshoot We also have a speed test available What's my speed? • Customers questioning the speed of their internet can check it themselves from their own computer • Steps for accessing this speed test are the following: o Type http://speedtest.cincinnatibell.com/ into the Internet Browser and click Enter The customer's speed will begin testing once they click Begin Test 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 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 Regards, [redacted] This response confirms my suspicion that Cincinnati Bell is failing to completely resolve this issue because they want to (try) to force me to purchase fiber optic internet service I intend to file a complaint with the FCC

February 10, [redacted] RE: [redacted] Cincinnati Bell is responding to your Ohio Attorney General complaint received through the Revdex.com I have reviewed your account notesWhen you called to cancel service on February 5, you contacted our Sales and Service department, which handles inquiries on active accountsAt the point you contacted us on this date, your account was already suspended for non-payment When an account is in suspension only the Billing and Collections department can place a disconnect orderOur representative offered to transfer you to the correct billing department to process your request, at which point you hung up I will contact our Collections department and arrange for them to place a disconnect order on your accountWhen service is disconnected with Cincinnati Bell once it is in suspension status, we always credit back to the date service was originally denied It is important that you return your modem and power cord to the nearest Cincinnati Bell owned retail location within days to avoid additional charges It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell I apologize if we have done so regarding this matter Megan Executive Care Center 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] I decided to go with another company since what I fact I don't have faith in Cincinnati Bell any more I will inform ones if they ask for a phone company not to use Cincinnati Bell due to they don't own up to nothing and tell my experience.Thanks for your help in this matter P.S Matter of a fact I already have gone to another company

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 issue still remains I don't have my email or my important information stored on the emails from zoomtown My provider that was mentioned in the response clearly stated on a call to Cincinnati Bell that they do not have internet and the provider said they onl wanted the phone number ported If they go back to the numerous calls from me and the provider they will hear them say they only want the number ported not the internet service Also, on those calls are the conversations stating we wanted to keep Zoomtown internet and not convert to the fiobics (however it's spelled) and when they said to us they are now supporting this we ask them to leave the internet on until Oct12th when they would come and install the new internet They wouldn't leave our zoomtown on they disconnected it and we would have been without internet for almost at that time weeks Unwilling to work with us and we were willing to keep the internet service with Cincinnati Bell Is this how you treat your customer of years??? I want to get my important personal information off of Zoomtown emails, I feel they disconnected the service with any time to adjust because we were not expecting to be shut off, they could have left it on until they switched over to the new internet They need to go and listen to all the calls from this situation Regards, [redacted]

October 2, [redacted] *** [redacted] ** [redacted] RE: CBT Account # [redacted] Cincinnati Bell is responding to the complaint that you filed with the RevDex.com 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 CFR §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 serviceThe 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