Star Office Supply

April 27, [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com complaint I have reviewed your account notes and I apologize about the service issues you were experiencing with your internetPer the notes from the tech that went to your residence on 4/these issues have been addressed and resolved There are three repair tickets on your account of reported issuesAll of these tickets were from April of this yearAs a courtesy a credit of $for one month of internet service has been issued to your account This credit brings your current amount due on 5/to $ 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

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 am not sure that I understand "settled"Also why did you contact [redacted] when the case was with [redacted] ? Regards, [redacted]

September 30, [redacted] *** [redacted] ** *** RE: CBT Account # [redacted] *** Cincinnati Bell is responding to the rebuttal that you filed with the Revdex.com regarding the bill message for the promos expiring I have forwarded this information to our IT group and to the product manager to express to them the root cause of the Revdex.com complaint that you filed to see if they are able to make any updates to the system Thanks for bringing this to our attention 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

[redacted] ** [redacted] RE: [redacted] Cincinnati Bell is responding to your complaint filed with the Revdex.com concerning expired promotions In reviewing your account, I found that you had contacted a customer service agent thru the chat line and had your promotions extended for another months Cincinnati Bell has never offered promotions for any period longer than months I apologize if you were given incorrect information Your complaint will be forwarded on for training and development purposes Please feel free to contact us is you have additional questions or concerns Cincinnati Bell is considering this complaint to be resolved [redacted] Executive Care Agent Cincinnati Bell Telephone

June 22, [redacted] RE: [redacted] Cincinnati Bell is responding to your Revdex.com complaint Cincinnati Bell has investigated your account regarding the issues listed in your Revdex.com complaintIt was determined you were being billed for five set-top boxes since making changes to your account in April, After looking at your account, we determined you only have four boxesOur records indicate boxes in the Living room, Master Bedroom, Second bedroom, and BasementCincinnati Bell removed the 5th box and credited back charges through April, when you began being charged for this additional box Our records indicate that courtesy credits in the amount of $were placed on your account in April as wellAll applicable credits have been applied to this account and the remaining balance appears to be validNo further credits are due at this time and we cannot make any further adjustments to this account until it is brought current 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

August 19, [redacted] RE: [redacted] Cincinnati Bell is responding to your Better Business Bureau complaint I have reviewed your account and billing statements Cincinnati Bell installed your cable on 6/4/The original install date of 5/29/was rescheduled to this date due to your utility room being located in your neighbor’s garagePer the tech notes the neighbor wasn’t going to be home for him to complete the job Your original order gave you the Fioptics Preferred cable package at the discounted rate of $per monthYou also had (2) set top boxes with fees of $each per monthThis brought your monthly service fee to $per month before taxes and fees Cincinnati Bell has not received a call since the install date of 6/4/regarding any service issues or outagesThe first call on record to the Residential Office was on 8/17/when you inquired if your service was suspended and then requested for your service to be cancelled Since Cincinnati Bell never received any notice that service wasn’t working and the cable equipment is still in your possession all charges are valid The current balance on your account is $This is for months of cable service and late fees There are notes on your account that you requested to cancel your service on 8/17/but as of right now your service is still activeThe last representative you spoke to advised that you would receive a callback from another supervisor and I see that you have not been called back yetFor this I apologize and I will send this incident to the representative’s supervisor for training The current billing cycle for your account runs through 9/7/If you would like me process a disconnect order please let me know and I can do soPer Cincinnati Bell’s cancellation billing policy: The monthly charge for service will not be prorated for the final partial month of service The full monthly service fees will apply, even if your service is active for only a partial month As long as a cancellation order is processed and completed before 9/7/there will be no further charges assessed on your account If you change your mind and would like to keep the service you can make payment arrangements by contacting ###-###-####If your service isn’t working you can also schedule a repair appointment at that time It is never Cincinnati Bell’s intention to upset 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

Problem: Cincinnati bell charged me a $fee to take my payment over the phone with a representativeThey never disavowed there would be a few for taking a payment over the phone and they locked me out of my account online so o can't pay the bill online.Desired Outcome: Refunder the $fee charged to my account and any late fees and disconnect fees

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 You are going to fix it someday later is not an adequate way to address my problem In addition, you sent me an email the following day stating I still owe the bill I had just paid the day before I'm sorry, but are you not a telecommunications company? Can you not communicate with your own payment department before sending out a repeat bill reminder? Also, I am filing another Revdex.com complaint now because you charged me a $late fee on an $balance In addition, my wifi goes in and out all the time and your service is unreliable Regards, [redacted] ***

February 16, [redacted] RE: [redacted] Cincinnati Bell is responding to your Better Business Bureau Complaint I have reviewed your account thoroughlyAs mentioned in your complaint, the information you received is correctIf troubleshooting by our Technical Support department cannot resolve a technical issue, a technician must visit the residenceThis is to check for issues that could be affecting the networkOur Technical Support staff attempted to reach out to you a total of six times over the course of two days between July 22nd and July 24th, Each of these times you advised our staff you were busy and could not talk, scheduling additional callbacksOur Technical Support staff left their number on your voicemail on their final attempt and did not receive a callback for troubleshootingFor this reason, we were unable to troubleshoot your account, which was why you were advised to schedule a technician visit In your complaint you mentioned frustration with a technician being unable to troubleshoot your network while visiting a neighbor’s homeOur technicians are not allowed to do thisA dispatch ticket must be created for each job our technicians workThey are allotted time frames in order to complete each job, as they have several they must complete each day I see that a total of $in credits have been placed on your account over the course of the past yearOn March 18, Cincinnati Bell placed a $credit on your accountOur records indicate that on June 19, you contacted Cincinnati Bell regarding an order that was not due to post until June 25, You wished to have your updated channels sooner Since we did not have a sooner date available, Cincinnati Bell offered to credit your account the prorated amount for these channels on your first bill, you declinedWe then offered to waive your total Fioptics Elite charges for that particular month of service, again you declinedThe representative then went beyond what we would normally credit, by offering to waive your first month of Elite charges, as well as half of your internet charges for that month, totaling $150.59, to which you acceptedOur records indicate that your services were suspended on January 7,for non-paymentAs a retention offer, we waived your entire billed amount of $with supervisor approval For reference, your monthly service charges are as follows, before taxes and surcharges: HD DVR- $ HD Receiver- $ Fioptics Elite TV Package- $ Fioptics Megabyte Internet- $ Wireless Networking- $ You are receiving a $bundle discountYou are also receiving whole-home DVR at a rate of $for months, which expires on June 22, You are receiving $in month promotions which expire June 22,These current promotions total $ There are no further credits to be made on this account, as we have already credited beyond the amount owedWe have made several attempts to address your networking issues, but have no notes of you attempting to troubleshoot your Fioptics internet signal since July Furthermore, there are no notes of your Fioptics video being down at allIn the future, if there are issues with your network we would strongly suggest you contact our Fioptics Technical Support department at your best convenienceTheir number is ###-###-####Once we have an opportunity to troubleshoot and resolve connectivity issues we are able to credit appropriate amounts for any outage It appears we have credited the appropriate amounts up to this point Cincinnati Bell considers this complaint closed Megan Executive Care Center Cincinnati Bell Telephone

Revdex.com: This matter is not, and will not be closed until I receive an actual paper bill from Cincinnati Bill that is from their automated systemSeriously I just got a bill from them in a hand written envelope - b/c they printed it out and mailed it b/c their BILLING SYSTEM does not work yet I also just sent in $weeks ago and it says past dueThe bill they sent is $so $should have covered it This makes no sense Their billing system should be sending me actual monthly billsAgain someone at corporate printed out mo of staemetns on nice paper and put in an envelope and hand ad**essed it I even think I OVERPAID yet it says past due.It has BEEN ONE YEAR And they want to only credit me their late fees which is ridiculousI want months free for dealing with this insanity for months 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 This case will stay open until my credit report reflects what should have been done when I placed my initial call to Cincinnati BellIt was not updated then so I don't trust your word that it has been updated now Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11464435, and have determined that this does not resolve my complaint Regards, [redacted] I provide a copy of the billing statement showing that Cincinnati bell never applied the buyout credit towards the account so what I am asking is for Cincinnati bell to do right and provide me the credit that the promise to give to customer who are in contactIf Cincinnati bell choose not to honor there promotion I would to pay fee to [redacted] reinstated the servicesI thank that would be fair

Per our records this complaint has been resolved an adjustment of $was issued on this account on 9-21- Cincinnati Bell considers this complaint resolved and closed

After reviewing the account, the customer's services were repaired this morning (09/13/16), seven days after the call was made to schedule a repairI processed a week credit for the home phone, Internet, and television services (not including taxes, fees, and equipment charges) on the customer's account totaling $I called the contact number on the original submission and left a voicemail to inform the customer of the credit balance on the account

Install at my last place went pretty smooth Over the last year I haven't called much but every time I do it seems like I'm talking to either a new worker or an incompetent one and nobody knows the right department to transfer me to Every time I get transferred I have to give all of my account and personal information all over again Shenanigans Thanks for addressing my complaint.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]

April 11, [redacted] RE: [redacted] , [redacted] Dear [redacted] , This letter is in response to the Revdex.com Rebuttal that you filed with the Revdex.com regarding your internet speed and billing meg is the fastest speed that is offered at your address The current breakdown of charges is as follows: TV – Internet – DVR – Bundle Rebate – + Taxes and surcharge ***these prices are good till promotions expire 6-17-[redacted] Cincinnati Bell has answered all of your questions and considers this complaint 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 Thanks, Melissa Executive Care Representative Cincinnati Bell Telephone

There is no new informationCincinnati Bell cannot support the customer’s personal device (soundbar)Thanks, Tina Executive Care RepresentativeCincinnati Bell's Executive Office

March 2, [redacted] RE: [redacted] Dear [redacted] , Cincinnati Bell has reviewed your account This account had a final balance of $that was referred to a collection agency on 09-08-When you made a payment of $this is automatically applied to your final bill with Cincinnati Bell Our records indicate that you have spoken with a supervisor in our Credit and Collections group on 02-25-They have advised you that a refund check for $will be mailed to you with 7-business days 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] Executive Care Cincinnati Bell

November 16, [redacted] *** [redacted] RE: ###-###-#### Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning the installation of our High Speed Internet and phone Service Cincinnati Bell exists to serve the needs of valued customers like you When we fall short of meeting your needs, it is vital that we do everything within reason to correct the problem I have been in contact with our Foreman and repair technicians They advised me that they will work with you to resolve all your issues It is never Cincinnati Bell’s intention to mislead or frustrate our customers in any way On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter I will be following up with our Foreman on Wednesday to make sure your services are working properly Please feel free to contact our office at ###-###-#### if you have any questions Sue Executive Care Agent Cincinnati Bell Telephone

Cincinnati Bell charges A late payment fee if an account is past due $or greater and past due by daysIn the past the late fee has been waived for youAs a courtesy I have waived the late fee on the current billIn the future we will not be able to waive any late fees 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