Star Office Supply

[redacted] per our conversation today 11-8-@ 10:amI have to wait for the final bill to print to be able to make the adjustments per your requestIf you get the bill please call me at ###-###-#### option# Cincinnati Bell is committed to providing our customers with outstanding serviceWe apologize for any inconvenience we’ve caused you, and appreciate the opportunity to better serve you going forward Thanks, Melissa

May 6, [redacted] RE: [redacted] Cincinnati [redacted] is responding to your Revdex.com complaint I have reviewed your account and I apologize for any inconvenience you have experienced in getting your service issues resolved Per our records your service was restored yesterday 5/after the vendor meeting and a $credit was issued to your accountI had a Senior Repair Tech review your account as well and she issued an additional $credit for one month of serviceThis was given in addition to the $credit for time without service and inconvenience This adjustment has made your balance due on 5/$ If you have any questions regarding this balance or your bill you can reach Customer Service at ###-###-#### It is never Cincinnati ***’s intention to upset or frustrate our customersOn behalf of Cincinnati [redacted] I apologize that we have done so in this matter [redacted] Executive Care Agent Cincinnati [redacted] Telephone

August 21, [redacted] RE: ###-###-####, [redacted] Cincinnati Bell is responding to your RevDex.com complaint I have reviewed your account notes and Cincinnati Bell’s Wirecare service does not cover the installation costs of adding an additional jack Since Cincinnati Bell does not own the wiring inside a customer’s home the installation and/or repair of any new jacks or wiring is not a free serviceWirecare is a maintenance plan put into place that covers the repair of a customer’s existing inside wires and jacks but not new wiring From the information you provided I understand some of the existing wires in your home have been cutWirecare does not cover repairs necessary as a result of malicious actions, damage caused by non-Cincinnati Bell Contractors, or repair to jacks that have never workedGiven this information there is a chance that the repair of the existing jacks may not be covered under the plan as well I understand you were misadvised regarding this information and for that I apologizeWhile we are not able to complete this wiring work free of charge I will be documenting the incident and sending it to the Tech Support Manager for coaching and training of the representative The Wirecare service has not yet been added to your accountIf you would like to get the wiring work completed but opt out of the Wirecare option I can edit the order to remove Wirecare and reschedule the wiring appointmentThere would be no fees or penalty for the removal of Wirecare You also have the option of hiring your own electrician or contractor to install and repair the inside wiring since Cincinnati Bell does not own it It is never Cincinnati Bell’s intention to mislead or upset our customersOn behalf of Cincinnati Bell I apologize if we have done so in this matter Tina Executive Care Agent Cincinnati Bell Telephone

January 20, [redacted] RE: Cincinnati Bell Fioptics Account # [redacted] Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your referral credit In reviewing your account I am showing that you have referral credit on your account in the amount of $ After reviewing all of the notes on this account the credit is the only credit that will be applied to this account Cincinnati Bell considers this complaint closed 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

We do not offer any contracts for a residential serviceWe do offer promotional rates and the way they work is that the first year is at a promotional rate and then the 2nd year the price increases slightlyAfter the years are up the pricing goes to regular ratesPer our records you talked to a representative on 1/5/5:31:PM and he was able to get your rate at $a monthThe rep also applied credits to your account in the amount of $Cincinnati Bell considers this complaint resolved and closed Cincinnati Bell is committed to providing our customers with outstanding serviceWe apologize for any inconvenience we’ve caused you, and appreciate the opportunity to better serve you going forward Melissa Executive Care Cincinnati Bell Telephone

August 15, [redacted] RE: Order for New Service ( [redacted] ) Cincinnati Bell is responding to your Revdex.com rebuttal As we discussed over the phone last week there is no record of the order for new internet service being due on 8/1/Since this order was created its scheduled due date for install has been today 8/15/ I have documented your complaint for review and as we discussed applied a promotion for free month of internet service for your inconvenienceThis promotion covers the internet charge of $The $modem fee is not covered under this promotion Your installation is still scheduled for today 8/15/16, and your installer will arrive any time between noon- p.mIf you have any questions or concerns regarding your order you can reach out to me at ###-###-#### Once again on behalf of Cincinnati Bell I apologize for any confusion or frustration this matter may have caused Tina Executive Care Agent Cincinnati Bell Telephone

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11122676, and find that this resolution is satisfactory to meI am very pleased with how Cincinnati Bell resolved this situationI look forward to using their service again very soon! Regards, [redacted] ***

Cincinnati Bell submitted the request for The phone number ###-###-#### this was sent to [redacted] for OPTIN on 05/12/using [redacted] Account Number [redacted] Customer will get a [redacted] bill and a Cincinnati Bell BillThe [redacted] is not billed together with CBT customer gets a bill from [redacted] and Cincinnati BellIf the customer has any further issues they need to call [redacted] about the [redacted] account and call Cincinnati Bell ###-###-#### if there are any CBT billing questions

October 26, [redacted] Re: [redacted] Dear [redacted] , Cincinnati Bell’s position standsThere is no new information Cincinnati Bell has closed this complaint Sincerely, Rhonda Executive Care Cincinnati Bell

September 1, [redacted] RE: [redacted] Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding a repair appointment issue Due to circumstances that were beyond our control due to an auto accident you experienced an outage Once the service was installed and back up and working we experienced another circumstance that was out of our control theft of copper which resulted in an outage Once we got that service all restored there was still trouble found on your line and that required a tech visit I have been told that the service is back up and working and a tech was out to your residence today 9-1- 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

I spoke to the customer and advised a technician would be out 10/20/to complete the install of their 3rd line and we would not charge for additional wiring work

February 9, [redacted] RE: [redacted] Cincinnati Bell is responding to your RevDex.com Complaint I have reviewed your account regarding your Fioptics speed issuesPer our phone conversation, it is important to note that Cincinnati Bell does not guarantee specific speedsOn our website it clearly states “up to” when quoting speedsYour speeds may vary throughout the day due to various reasons, including congestion on the network and how many devices you have running off of your connectionmegabytes per second is the fastest speed a user would receive under the most ideal circumstances After we spoke over the telephone I reached out to our Fields Operations managerPer the technician who visited your home on Friday February 5th, he states he repaired an outside lineHe then went into your basement and trained your speed around 13-megabytes per second This is a consistent speed for daytime hours, factoring in congestionHe states he explained to you that speeds may not reach exactly megabytes per second due to your copper cable plant, which your signal runs over for a very short period of timeHowever, the speed he was able to train you at was a consistent Fioptics speed You requested a callback from our Technical Support departmentI reached out to our Technical Support supervisor and had an agent contact you after PM on February 8th, per your requestThe agent called several times and was unable to make contactHe advised us that he trained your speed during peak daytime hours at megabytes per secondI attempted to reach out to you this morning to follow up on our investigation and advise you of the speeds we trained you atI too, was unable to make contactCincinnati Bell is requesting the Revdex.com close this complaint as the issue appears to have been resolved 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

[redacted] per our conversation a technician is scheduled for 7-3-I have issued a one month credit to your account $I have emailed you a copy of the work around for the errors that you are gettingI hope this resolves your complaintI will be following up with you when I return to the office on 7-10- Thanks, Executive Care 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 Cincinnati Bell is claiming that they installed the agreed upon services in full on 4/7/16, unfortunately this is not trueI was supposed to get internet service of mbps, which I did have installed, in addition I was supposed to get home phone service with free long distance, which I did have installed, lastly I was supposed to have had the Elite cable package including whole house dvr system, this is not fully installedAs explained by the technician, who is the only person to explain this to me thus far, due to having a different platform than the rest of Cincinnati Bell (which helps to refute another statement made in the response by Cincinnati Bell to this complaint) the full array of services with whole house dvr is not available, only a portion of itThe technician installed the box yet I only have a portion of the services attributed to and described as on Cincinnati Bell's websiteHowever, they are expecting me to pay for the full service, this hardly seems fair, it would be like buying a car but being told that you can only sit inside it and listen the radio but you can not drive it yet you must pay the full asking price of the carThis is absurd and a way to cheat the customer because the company does not feel like investing in bringing the [redacted] area up to speed with the rest of the companyThis upgrade was offered in response to an offer I was made by [redacted] in order to change my service to themI was told by the social media representative for Cincinnati Bell, Jonah, that Cincinnati Bell would match the offer although the highest internet capability they could offer was the mbps as opposed to [redacted] who offered mbpsI was also informed that the free movie channel I was offered by [redacted] could not be matched but that all other services would be matched to ***, this includes the whole house dvr, which [redacted] would ensure I would get the entire service associated with itNever was there any mention of altered service nor was there any mention of needing to schedule a service technician to come outI was simply emailed a confirmation stating that my upgrades would all be starting by 5:00pm on 4/6/16.In response to Cincinnati Bell's assertion regarding the restoration of serviceIt is apparent that they have not fully researched the issue or else they would see that their response does not accurately address the actual issueThe issue is not the the service does not get restored at all, in their words it may take up to 24-hours to be restored, it is that when the customer service operators are restoring it they do not put the correct code in for restoration and only a portion of the channels ever get restored until I have to call in multiple times to get them to do it correctlyThey need to go back and review all of the call logs attributed to this matter, dating back nearly a yearThis is not due to procedural issues or anything other than, in the installers words directly, neither the customer service operators in the Phillipines nor the ones in downtown Cincinnati have any clue how to take care of the [redacted] area since it is on a different platformThis is a training issue on Cincinnati Bell's part to ensure that their people know how to take care of the customers based on where they are located as opposed to assuming that the company services all of their areas in a cookie cutter mannerI have tried numerous times over the last year to reiterate this fact to the operators although they continuously choose to ignore this issue thus making the choice to not even pursue an issue that is known all too well to the technicians in the [redacted] areaThey are making the active choice as a company to not only refuse to offer their full array of services to the [redacted] area but to also not address the issues that lie within the fact that their operators do not know how to correctly service this area eitherTo this representative's claim of restoration could take 24-hours, then I would like her to explain to me how it took a week to get my internet restored this last time? I had to call back after a week of no service, because again their team does not know how to properly restore services in [redacted] , and have them turn my internet back onLastly, none of what I asked for as far as a resolution to this complaint was addressed much less agreed upon by Cincinnati BellI requested the full array of services that I agreed to and was given a confirmation for getting to be installed and it was not done (since the full array can not be done because of platform issues then there needs to be a mutually agreed upon substitution of a resolution)I requested that due to all of these issues and the fact that I have had to make an inordinate amount of phone calls and emails to Cincinnati Bell and that this all became a major stress related issue and since no one at Cincinnati Bell can seem to be competent enough to realize how to service the [redacted] area that I be given a period of years at a mutually agreed to bundled price ( which needs to be addressed due to the previously stated issue of not having the full array of services that were agreed upon)Lastly, I have requested at numerous times to speak with the executive who is ultimately in charge of customer service for Cincinnati Bell, her name is Brandi Caldwell from what I was told by a customer service supervisorI want to ensure that she is fully aware of the magnitude of service issues that exist along with the poor training that has resulted in the customer service team not being able to distinguish between the differences with the [redacted] areaSomeone needs to address these issues so that residents of [redacted] may be able to get a quality level of service when calling in or having services restored or requesting upgrades or having general questionsShe could benefit greatly from having a meeting with the [redacted] area technicians about the issues that they see first handBut she also needs to experience or learn about the many challenges that [redacted] residents face when dealing with customer serviceThere is a significant training issue that obviously everyone else with Cincinnati Bell chooses to ignoreThis complaint, unfortunately, is very far from being resolved and can not be resolved until this person who responded can actually look at the issue in full and not try to give some patented corporate stamped response to an issue that is not a corporate stamped issueIn addition, I would expect that my actual complaint be addressed versus how Cincinnati Bell chooses to view my complaintI have emails to support what I have referenced as well as the fact that they can review the numerous call logs that should exist with my accountGranted this requires effort on their part but it could go a long way towards resolving an issue that is affecting numerous of their customers Regards, [redacted] ***

Dear [redacted] , Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your Internet serviceI looked into the issue and was unable to find any active order on the address at allThere was a recent order for a different customer in Floor of your building, but there were neither any active or cancelled orders under your name or your wife’s at the Floor addressI’m not sure what kind of confirmation email your wife received, but from what I could see, there was no order for new service placed after your previous service disconnected on 11/07/That being said, to get a new order for Internet in place, please feel free to call in to either our customer support line or one of our Cincinnati Bell retail locationsThe line to call for Fioptics support would be ###-###-####The [redacted] retail location’s phone number is ###-###-####, and the store itself does not appear to be too far from your address- [redacted] ***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 matterThank you for your business! Josh Executive Care Representative Cincinnati Bell Telephone

[redacted] Bell has already informed the customer directly that there will be no further credits applied to the remaining balance on account number [redacted] as we feel the customer has been more than fairly compensated with credits for service issues and billing issuesAt the time the customer filed this Revdex.com complaint, no payments had been made on the account in and the account was disconnected for non-paymentThe final balance on this account is validThank you

After review & investigation, credit authorization is denied The services are working and the customer has stated he has chosen to port service out to another provider

Please provide the account number or phone number and we will investigate this for you

June 9, [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, between AM and 12:PM 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

We are paying for high speed internet and are not getting itHave been having issues for the last year and a halfI have contacted by computer support and they have tuned up my computer so that isn't the problemWas told there are problems with my modem and I'm not eligible for ZoomtownI have a new modem so that is not the issueI want answersHave had no resolution after several conversations with technical support and other departmentsI want what I'm paying for