Star Office Supply

April 24, [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com complaint I have reviewed your account and notesI apologize about any miscommunication or confusion regarding Fioptics promotionsWhen you added the Fioptics cable package the valid promotion would have been months free of Max cable when you paid full price for the 30MB internet As a courtesy, I have adjusted the charge for the Max cable package off of your bill dated 1/This was the only month you were charged for the cableI have also issued a credit for the $late fee that was on your bill dated 2/ This adjustment has brought your current amount due to $This is a valid charge for internet service for the months of December and January that did not get paid If you have any further questions regarding your account or would like to make payment on the final bill you may reach the Billing Department at ###-###-#### It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell I apologize if we have done so in this matter [redacted] Executive Care Agent Cincinnati Bell Telephone

Per my conversation with the customer 3-15-the final invoice has not printedI will call the customer by April 14th to resolve the issue with a $balance Thanks, Melissa ###-###-#### [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 The company outright states in their response that they do not offer third party information, yet when I asked them a question I was given an answer that was a lieTelling me that the service would not be able to be restored even with the payment would have been the more ethical thing to do, or telling me that I should have the actual customer whose name is on the account contact them first to give them the information would have been betterHowever I was told by both the representative when I asked her that the service would be turned back onMy friend confirmed this when he told me that the payment needed to be submitted by the day that I did for them to turn the service back onThis did not happen and they were forced to open the new account and pay the new fees to set up a new service with the same company they have been doing business withIf my friend were to contact the company about this as they asked in their response, they will most likely get the same answer that they just gave me, that they do not give out information to third parties, when clearly on the phone you can hear me ask the question about the service being restored and the response by the representative being a yes and the time frame that it would be restored 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 Regards, [redacted] April 11, 2015From [redacted] son [redacted] ***As noted in my original complaint letter to Revdex.com my mother (soon to be 91) is in very poor health and can not hear on the phone and has trouble writing I am her power of attorney and take care of most of her personal ite [redacted] Mother lives in section housing apartment complex in [redacted] *** The complex has a service coordinator [redacted] [redacted] responded to Cincinnati Bell's original request on September 22, by faxing the required Life Line Application-*** On October 3, [redacted] faxed mothers Section Housing Lease form[redacted] had information from Cincinnati Bell Life Line that the original fax was not received All information requested by Cincinnati Bell was faxed a second time on December 3, She was told again, faxed forms not received [redacted] then copied all forms and mailed (via USPS) same forms to Cincinnati Bell directly to a person at Cincinnati Bell's Assistance Program For the THIRD time she was told no application forms received.It appears that is when Cincinnati Bell started charging mother for her Life Line.Please see attached two PDF's of faxed Life Line forms to Cincinnati Bell's fax number ###-###-#### on September, October and December of 2014.I have called Cincinnati Bell's Life Line at least twice to determine how to help rectify this is [redacted] with Cincinnati Bell charging her for Life Line I am always told the same thing by Bell's representative Your mother has not responded to our requests And according to Cincinnati Bell Life Line representatives, my mother has two Life Lines The representative also said my mother has not lived at her address for only one year All of that information is incorrect As you can see, reasonable efforts have been made to comply with Cincinnati Bell's requests It appears that Cincinnati Bell has a BIG problem in their system and/or employees that are not equipped to do their job.We are requesting credit for all overcharges on my mothers Cincinnati Bell phone bill.I hope to have this rectified for my mother very soon.Thank you in advance for your assistance in this matter[redacted] son###-###-#### cellFor Mother [redacted] ***

December 30, [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com complaint I have reviewed your account and bills and I apologize for any confusion regarding your promotional price expiration or the final balance due Per our records your promotional pricing on [redacted] , and the internet service expired in JulyYou also had a separate promotion on the DVR service which didn’t expire until September Your bills printed on the 16th of every monthOn 9/16/the bill printed for $due to the expired DVR promotionThere was no payment made on this bill On 10/16/your bill printed with the past due balance of $+ current service charges $170.86, totaling $This balance also included a late fee for the previous billYou paid this balance in full on 11/3/ Per our records on 10/31/you had (5) set top boxes removed from your account but only (4) of them were returned at the storeYour next bill printed on 11/16/in the amount of $due to $in fees for the (1) unreturned set top box, remote control, and power cord Your final bill printed on 12/16/in the amount of $There was no charge for service on this bill since your account was already cancelled but it did contain the full past due balance of $plus the new fees for the modem, power cord, and the last set top box, power cord, and remote control On 12/18/you returned the (2) remaining set top boxes and modem at the Cincinnati Bell storeAn adjustment of $was then issued to your account for the equipment charges and their applicable sales tax The remaining final balance due of $is for the internet and video service provided from 11/16/15-12/15/Since this is a valid service fee this balance will not be waived If you have further questions regarding your account balance or would like to make payment you can reach the Final Billing Department at ###-###-#### It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell I apologize if we have done so in this matter Tina Executive Care Agent Cincinnati Bell Telephone

January 4, [redacted] , [redacted] RE: ###-###-####, [redacted] Dear [redacted] This letter is in response to the rebuttal that you filed with the Revdex.com regarding your internet speed 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 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) This information can be reviewed on our website, CincinnatiBell.com, under section of Cincinnati Bell’s Fioptics/Zoomtown High Speed Internet Access – Terms and Conditions of Service Cincinnati Bell is closing this complaint as resolvedCincinnati 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 Representative Cincinnati Bell Telephone

Changed the customer's pricing back to what it was prior to October Also requested tech support to look at their internet speed to try to get it more where it should beSpoke to [redacted] and explained

March 7, [redacted] *** [redacted] RE: ###-###-#### Cincinnati Bell is responding to the complaint you filed with the Revdex.com of Ohio I have reviewed your account and found that you are being billed for an unreturned Zoomtown Modem and Power cord Once the equipment is returned to a Cincinnati Bell phone store, we will apply a credit of $ You also made mention of Cincinnati Bell holding a deposit After further investigation, I found that you were not billed a deposit 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 Sue Executive Care Agent Cincinnati Bell Telephone

Your service was down due to a cable cut in your areaIs the service back up and working the cable has been repaired?

June 29, [redacted] Re: ###-###-####, [redacted] Dear [redacted] ***, This is in response to your rebuttalYou placed an order to add a landline in January Your landline order was completed on 01-17-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 neededCincinnati Bell does not show any others calls concerning your landline not workingOur records indicate that you called once in February and several times in June to question your billsAnother call in May to question your internet speeds Your promotional rate that was added in January was for [redacted] television and home phone onlyThe other promotions were a month promotion from when you started service in May These promotions ended on 05-31-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 speedsThis is in our terms and conditions 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) Cincinnati Bell will mail you a final bill with 2-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

December 8, [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com complaint regarding your due date for video cancellation Per our phone conversations yesterday I have rescheduled the removal of the video service from your account for today 12/8/The internet on your account will remain active as you requested As a courtesy for your inconvenience yesterday I have also backdated the video billing to 12/7/You will see this prorated credit when your next bill prints on 12/25/ If you have any questions concerning your account or balance due you can reach me directly at ###-###-#### It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell I apologize that we have done so in this matter Tina Executive Care Agent Cincinnati Bell Telephone

July 20, [redacted] RE: ###-###-#### Dear [redacted] Cincinnati Bell is responding to the complaint you filed with the Revdex.com concerning an increase in your monthly bill I have reviewed your account and found that you had already spoke to a representative and had your issues resolvedI verified the account and found that an order was placed on 07-19-reducing your charges to approximately $per monthThis amount includes all taxes and feesYou now have a non-published line with unlimited long distance It is never Cincinnati Bell’s intention to upset or frustrate our customers in any wayOn behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter Sincerely, Sue Executive Care Agent Cincinnati Bell Telephone

October 22, [redacted] Re: [redacted] Dear [redacted] , Cincinnati Bell has reviewed your account Cincinnati Bell does not offer 30M internet for $or $This has been explained to you previouslyThe standard price is $+ $monthly modem fee You may choose to start new service with Cincinnati Bell at any time Please call ###-###-#### if you would like to place an order to start services with Cincinnati Bell again 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, Rhonda Executive Care Cincinnati Bell

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 Very consistently on a hardwired computer my internet download speed is around 26M, on a wifi computer it is around 25M AT NO TIME HAVE I EVER RECEIVED 30M SPEEDSEVER The technician on the phone specifically said Cin Bell caps the internet at 80% of the posted speed Regardless of any factors, or none at all, Cincinnati Bell deliberately sabotages my data speeds so that I CANNOT achieve 30M I would understand if Cincinnati Bell supplies me with 30M and other factors reduce that speed, but Cincinnati Bell themselves state that they cap well below the posted speeds we are paying for This is intentionally throttling my internet speeds to 80% but charging me 100% of the bill A service technician came yesterday and replaced the wireless router for unrelated reasons, and he stated we were getting 60M into the houseAgain, we have never achieved speeds greater than 26M or so 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 complaintCincinnati Bell did call last week The male clerk that called wanted to know what my account number was The call seemed suspicious Why would he ask me for my account number when they all ready have it I need to know what the physical address is that Cincinnati Bell has this equipment hooked up to? [redacted] and [redacted] This is still on my home internet located at [redacted] ***, [redacted] ** ***There is no way to "forget it" or disconnect it from our home computers Cincinnati Bell did call again on Thursday and stated his supervisor would call me and they were still trying to fix the problem What is the problem? Again, I need to know where this connection is hooked up What physical address?Nothing has been done to fix this ongoing problem of months An open and available internet connection that belongs to Cincinnati Bell is hooked up in my home Anyone can open the connection and gain access ###-###-####Cell Regards, [redacted]

February 6, 2018Dear MrCote,Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding your billIn accordance to the Public Utility Commission, it is Cincinnati Bell’s policy to only pro-rate regulated services if they are canceled in the midst of a billing cycleFioptics TV and Internet service are not regulated services, thus they are not prorated when canceling serviceThis has been our policy for some time and we do apologize for any confusion in this matter.That being said, as a one-time courtesy, I have issued a credit for the days of service not used during your final billing cycleThe credit of -$is for the period of 02/01/- 02/19/18, and your new final balance is $50.45, due on 02/10/18.Cincinnati Bell is committed to providing our customers with outstanding serviceAgain, I apologize for any inconvenience you’ve been caused, and appreciate the opportunity to better serve you going forward.Thank you!Josh Executive Care Representative Cincinnati Bell Telephone

[redacted] Revdex.com # [redacted] Account ####-###-####, [redacted] Dear [redacted] , We have received and reviewed your concerns with your Cincinnati Bell account # ###-###-####,***; and your monthly promotional fee you were offered I apologize for any inconvenience this may have caused you We are showing on 03/24/you were advised of incorrect promotional offer you were given and the Representative advised could offer you a promotional rate of $+ taxes; in which you accepted All adjustments were given for the overage of pricing on your account Cincinnati Bell will not be able to honor promotional rate for $as advised on the 24th of March 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 Thank you, [redacted] Executive Care Cincinnati Bell

July 7, [redacted] *** [redacted] RE: Previous Cincinnati Bell account number [redacted] Cincinnati Bell is responding to the complaint you filed with the Revdex.com concerning our 1GB speed First of all, thank you for your interest in the new 1GB Internet speed There are many factors that will affect a customer’s Internet speeds All of the factors are disclosed to customers in our Terms and Conditions and the 1GB brochure that can be found online at cincinnatibell.com/fiopticsCincinnati Bell has never guaranteed a set Internet speed While Cincinnati Bell is continuously working with the latest in evolving technology, it is important to note factors that may limit reaching optimal speeds WIRELESS DEVICES While you will not achieve gigabit speeds via WiFi and your Wireless device, you will have the ability to experience much faster speeds than other providers in the Greater Cincinnati market WIRED DEVICES Cincinnati Bell delivers up to 1Gbps to your home, not each deviceFactors that may impact speed are computer hardware including the network interface card, processor, and RAM; Computer software including anti-virus and browsers; Inside wiring; and Cincinnati Bell Network and Internet limitations and congestion INSIDE WIRING Cat 5e and Cat are standard for gigabit servicesAnything less would not be able to accommodate such speeds It is never Cincinnati Bell’s intention to mislead our customers in any way On behalf of Cincinnati Bell I apologize if you feel we have done so in this matter Please feel free to view our Terms & Conditions online for more information on High Speed Internet speed requirements Sue Executive Care Agent Cincinnati Bell Telephone

The customer has not contacted our porting team to schedule an appointmentThanks [redacted] Executive CareCincinnati Bell

January 26, [redacted] [redacted] *** [redacted] ** *** RE: ###-###-####, [redacted] Dear ***, This letter is in response to the complaint that you filed with the Revdex.com regarding the calls from solicitors Cincinnati does not sell your information to solicitors of any type and our website has our privacy policy if you would like to read it www.cincinnatibell.com The billing issue is being handled by another representative in my office and she is in the process of getting those issues resolved We do not sell trade or rent your personally identifiable information to outside companies or marketing firms, except for the following circumstancesWe may share this information within the family of Cincinnati Bell-affiliated companies to improve our services to youWe may also share personally identifiable customer information with our agents and trusted business partners when required for the specific and limited purposes of providing products or services to you that you have authorized, such as to our shipper in order to fulfill an on-line order, as well as to evaluate and improve the quality of our services 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