Star Office Supply

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 complaintThis matter has still not been taken care ofPlease have Cincinnati Bell contact meThank you Regards, [redacted]

Revdex.com: Cinti Bell has refused to address the issue that a supposed life time contract was voided due to their actions not mineThey have also ignored the fact that their employees lied, or at worst provided incorrect information on more than one occasion Regards, [redacted]

December 15, [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com complaint I have reviewed your account and your bill increased in October due to the one year promotional pricing expiring on 9/29/A reminder message advising you of the expiration date was included with both your 9/22/billing statement and the 10/22/billing statementBoth of these messages also included a contact number to reach Cincinnati Bell’s Retention Department to go over any new promotions you could take advantage of Per your account notes you worked with one of our Chat Support agents yesterday to enroll your account in new month promotional pricingYour new monthly service fee is $per month before taxes and feesAs a courtesy I have updated this order to backdate the new pricing to the previous promotional expiration date of 9/29/The billing credit will be applied to your next bill dated 12/22/ If you have any further questions or concerns regarding this information or your account you can contact Customer Care at ###-###-#### for assistance 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 Tina Executive Care Agent Cincinnati Bell Telephone

Cincinnati Bell is responding to your Revdex.com rebuttal regarding our vacation rate service Vacation rate service is a process we have in place for catastrophes such as house fires Vacation Rate Service is an offering available to residential customers who temporarily have "no need" for their telephone service while on vacationRather than totally disconnecting the telephone service, a customer may pay a reduced monthly rate and reserve his or her telephone facilities, telephone service and telephone number until full service is again requiredVacation Rate Service is also available for ZoomTown, Fioptics HSI, and Fioptics video Vacation Rate Service has to be placed on all services, and may not be mixed (cannot have home phone on Vacation Rate Service, and have Video service active) Landline(1FR) (Including FCC Charge) [redacted] $15.91-$one time fee $ Internet $ When we place a customer on vacation we reduce the line to a basic line and no long distance and the internet stays the same it is at a reduced rate of per month while on vacation service Due to the miscommunication that occurred I have went in and charged you the vacation rate service from April till current billI have credited $the bill for vacation service would have been around $a month so I took what was billed $for months and subtracted the $and adjusted the bill as a one time courtesy You now have a credit on your account of $ I do see an order in the system [redacted] due 8-7-to add the vacation rate service 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, Executive Care Representative Cincinnati Bell Telephone

August 16, [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com complaint I have reviewed your account and notesPer our records you called into Technical Support on 4/21/to report issues with slow speed, but upon a follow up call later that day you verified you swapped out the modem and everything was working to your satisfaction Cincinnati Bell has no record of further contact regarding slow internet speeds It is Cincinnati Bell’s policy to adjust our customer’s bills for any reported down time but since there have been no other reported issues no adjustments are applicable at this time If you are still experiencing speed issues you can reach Fioptics Technical Support 24/at ###-###-#### 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 Tina 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 for my account (service charge/adjustment for months) however I do still expect to see an improvement in the internet service and that Cincinnati Bell will send out the crews to fix the bigger underlying issues for the all the customers served by them in our community and in our area Fiber optics is still not a viable option for this side of [redacted] and until it is a viable option the company needs to take the necessary and appropriate steps to rectify the issues 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 My bill is now higher than before I added the whole home DVR services that I now no longer have (I've returned them to Cincinnati bell)The whole home dvr and dvr boxes still show up on my bill and it does not reflect current service or promotions.Currently:It shows Whole home DVR service which I do not have for $It also shows that I have additional HD boxes at $My current bill total is $Subtract the services I do not use (nor have the capability to use) and my bill should be $Even still, the services offered on the website with the same package that I have are offered at $plus taxThe price must come down Regards, [redacted] ***

February 11, [redacted] RE: [redacted] Cincinnati Bell is responding to your RevDex.com rebuttal The Cincinnati Bell Executive Office has reviewed your account thoroughly regarding your Fioptics Internet speed issuesWe sent a technician out your home on February 5, who was able to train your speed at near megabytes per second On February 8, I personally spoke with you around 2:PMYou asked me to personally have our Technical Support department reach out to you for further troubleshootingI contacted the Technical Support manager and scheduled a callback time of 3:PM, as you assured me you would be home any time after 3:PMOur Technical Support specialists reached out to you several times that afternoon during the timeframe you requested and stated you would be home duringThese agents were unable to reach you Additionally, I reached out to you on February 9, since we were unable to reach you for your requested appointment on the 8th You did not answer the telephoneI again reached out to you today on February 11, and was unable to make contactOn each of these calls we have left callback numbers and you have failed to contact us back to speak with Technical SupportYou contacted the Executive Office back today on February 11,and refused my offer to have a Technical Support agent contact you for troubleshootingI offered to give you the number to Technical Support to contact them at your convenience and you said no and hung up At this point the Executive Office would recommend that you contact our Technical Support department at ###-###-#### at your convenience for further troubleshooting Cincinnati Bell considers this complaint closed Thanks, Megan Executive Care Center Cincinnati Bell Telephone

April 11, [redacted] RE: [redacted] , [redacted] Dear [redacted] , This letter is in response to the 2nd Revdex.com Rebuttal that you filed with the Revdex.com regarding your internet speed and billing Your Cincinnati Bell bill can routinely change when the promotions expire or if there is a price increaseThe taxes and surcharges also can fluctuate I have explained the speed issue and that your address is only qualified for meg in my first response Cincinnati Bell does not throttle the internet speed that is not our process here at Cincinnati Bell I have given you access online to check your bills back to June on the Cincinnati Bell my account @ cincinnatibell.com Your bill per month should be approximately $+ tax and fees This month’s current charges are $ Late fee $ [redacted] Video excise tax $ TV Broadcast surcharge $ Sports Programming Fee $ County Tax $ Video $ Internet $ Whole Home DVR $ Bundle Discount - $ _____________________________________________ $ Cincinnati Bell does not feel that a refund is due and we stand behind our initial decision and we consider this complaint resolved and will once again ask the Revdex.com to close this complaint 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 Executive Care Representative Cincinnati Bell Telephone

January 29, [redacted] *** RE: [redacted] Dear [redacted] This letter is in response to the complaint that you filed with the Revdex.com regarding your customer service experience Per our records the internet upgrade was completed on 1-28-and the service is working I know that you had trouble understanding the representative due to a language barrier and the connection on the line It was a corporate decision to outsource our call center All of our representatives have been trained and given the tools needed to resolve the customer’s issue The representatives that you spoke to that did not update the system with the new CBR# and the two representatives that made commitments to call you back will be pulled offline and receive additional training and coaching and development We train our representative to always call the customer back The customer is our number one priority I have asked to have a representative call you to go over the pricing and issue the credit for the one month free I will be following up on the account to make sure that this is taken care of 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

March 2, Dear [redacted] ***,Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding your Internet serviceAfter looking into your account, I see that a repair visit was scheduled for you about an hour after submitting your Revdex.com complaintThere was also a credit applied to the account for the full billing amount of your month’s Internet service at $We feel this resolution is adequate for the issues you’ve described, but if your service is still not functioning properly after your repair visit, please re-submit and we will take another look at the account.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.Thank you for your business.Josh Executive Care Representative Cincinnati Bell Telephone

December 9, [redacted] RE: ###-###-####, [redacted] Cincinnati Bell is responding to your RevDex.com complaint regarding pricing for your Fioptics Bundle Tim, a manager in Cincinnati Bell’s Telesales group, received your complaint and reached out to you in an attempt to resolve your pricing issuesHe issued a $credit to your account bringing your current balance due to $ Tim advised when he spoke to you yesterday you had already made the decision to switch your cable and internet services to a new providerI apologize that we have not been able to come to a resolution regarding your pricing dispute I have documented your issues and your experiences and it is being reviewed by the representative’s supervisors If you change your mind and would like to keep your services and work towards a resolution you can reach Tim 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

February 22, [redacted] RE: [redacted] Cincinnati Bell is responding to your RevDex.com Complaint I have reviewed your account thoroughlyCincinnati Bell has attempted to contact you via the telephone number you provided both February 18th and February 19th to discuss our modem policy, as well as to discuss the original modem we provided to youWe have no records of it being returnedWe were unable to make contact and left voice messages with our return number on both callsWe have not yet received a response via telephone Cincinnati Bell requires our customers to use the modem we provideThis is to ensure you get the best speeds we can deliver and also allows us to troubleshoot the modems configured to work on our networkIf you do use your own router, Cincinnati Bell must still provide a wired modem for your services to properly functionThis equipment is what you are being charged $per month forYou can attach your own wireless router to our wired modem, if you would like Effective January a $price increase was implemented on all modem feesYour modem fee is now rated at $per month It is Cincinnati Bell’s policy to notify all customers any time they will be affected by a price increaseWe sent out letters, as well as place notices on billsOn your December bill we put a notice in the “Important Customer News” sectionLooking at your bill, it quoted, “Effective January 1, 2016, the monthly modem fee will increase by $For questions, please call ###-###-####”Upon reviewing your bills over the course of several years, we have included notices on the bills each time there was a price increase on our equipment 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

Per our phone conversation a credit has been issued for the month free and the modem fee total credit $+ taxesCincinnati Bell considers this complaint 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 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] No, I did not make any changes to my account - Cincinnati Bell is the one attempting to make changes to my account I have made zero changes to my account Cincinnati Bell made the internet a promotional rate after they took off the priced for life This argument clearly does not apply.The Cincinnati Bell response that I made changes to my account and the internet is a promotional rate is the same type of run around that I have been getting from Cincinnati Bell since I have attempted to get this issue resolved.Cincinnati Bell needs to restore my rates to the priced for life rates and restore my internet to high speed internet as it was under priced for life In addition, Cincinnati Bell needs to make factual statements and not make statements like the one that I have changed my account when that did not happen

October 27, [redacted] RE: [redacted] Dear [redacted] , Cincinnati Bell has reviewed your accountOur records indicate that you spoke with a supervisor on 10-13-The supervisor issued a credit for $ [redacted] This covered September 22- October bill cycleYou returned your equipment to our Retail store on 8-26-A refund check will be mailed to your home within 7-business days for $ [redacted] The bill that covered August 22- September is validCincinnati Bell does not pro rate internet or video servicesThis is a corporate policy and is in our welcome guide and online at Cincinnatibell.com 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

Per our records the service was installed on 6-8-We have a tech scheduled to come out on 6-28-Once the service is up and working you can call 513-565-and they will have the repair department issue a repair credit for the times the service was not working 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, Executive CareCincinnati 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] ***

November 2, [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com rebuttal The information that you provided in your last response provided some clarification, as I was only able to pull you up previously by your most recent accountWith you providing your Cincinnati Bell long distance account number, I was able to locate the charges you referring to from your disconnected account.I do see that you spoke with a Collections agent on October 31st and were advised he would be zeroing out your charges on the account referenced Cincinnati Bell considers this issue resolved Thank you 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 have determined that this does not resolve my complaint Regards, [redacted] Please accept my appologize for the delay in following up with youI mailed the newest Life Line Application May 20th Hopefully the fourth request will make it through Cincinnati Bells system and be approved[redacted] ***for mother [redacted] ***