Star Office Supply

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. This issue is clearly an unimportant joke to Cincinnati BellIt's been three weeks since we posted this issue with feet dragging as if our concerns our unimportantWe have stood behind our issue repeatedly: A woman that can't speak nor understand English well enough to get whatever information is necessary to properly set up an installation appointment has inconvenienced us three times with appointments that resulted with nobody showing from CINCY BellEach time we call, ONLY that woman is in THAT DEPARTMENT, so it will continue to happen again, INCONVENIENCING USWe've repeatedly called attempting to resolve whatever the problem is with ANOTHER person or department, and we're always passed on to that womanWhen we call, we're also frustrated with long delays before even reaching one to helpThis is unprofessional and rude to customersWe've cried out that can't somebody else schedule this appmt so we know it will happen, but after several months of trying, we go to Revdex.com, and after three more weeks, they STILL COME BACK TO THE SAME RESULT, that they'll have us deal again with this woman, that were not trusting scheduling with to be inconvenienced once againThey're actually telling Revdex.com that they'll take care of this, but its clear we're getting the repeat response we've received up front a year agoWe've stated over the phone several times WE CURRENTLY DO MOT ANSWER OUR HOME PHONE as we don't have caller ID and receive several sales call we rather not respondWe gave a cell phone number to contact us a couple of times, and they say here they'll call our home phone to schedule?? This means well HEAR a voice mail asking us to call and once again, experience long delays on the phone to once again only reach that same woman to TRY once again to schedule another most likely NO SHOW inconvenience appmt? Thank you once again CINCY bell for not trying to resolve a continuing problem with your company :(Regards,
*** * *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Regards,*** *** I understand their position but do not agree with how it arose. I was given wrong information to base the decision on to have a technician come out. Had I not been told the issue was with the line coming into the house then we would have addressed it on our own. As it was the service was out a day and a half and I couldn't do anything else but have them look at it but they didn't work on anything in the house just switched the lines coming in

Hi, We appreciate the updateThe company has not tried to reach out to appologize or offer a way to settle the dispute in a manner that works for both of usThey just basically said we do not offer what our representative said when he called and left it at thatI pay the Revdex.com to be a member for my own company and I know the reason for the Revdex.com is to have a chance to mediate and right a wrong by a company to a client and it is our job as business owners and executives to administer a viable option to work out the issue which they have clearly not done nor attempted.Thank You,*** ***

***,
Per our records the service order was held by our engineering groupIt was released today 5-9-and someone from our dispatch group will be calling you to schedule the technician visit
Executive Care Representative
Cincinnati Bell Telephone

Cincinnati Bell has previously responded to *** *** concerns and finds that no further response is neededThe billing of service is valid and we consider the matter to be closedThank you. Ryan M.Quality & Process Improvement SpecialistCincinnati Bell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
If we, as *** Bell customers confused how our billing plan is set up, that does not change the fact that we worked directly with *** Bell's representatives and used *** Bell's portal to submit our payments. I directly quote *** Bell's representative when they say, "The payment forward option could not be used for wireless bills...", the only problem is this statement has come months after we paid our final bill and parted ways with *** BellIf the forward payment option was not supposed to be available to *** Bell's cell phone customers then why was that an option made available to us? As *** Bell customers, we used the payment forward option to pay our final month's bill in good faithAccording to *** Bell's portal we carried no previous balance, because we paid the $balance from the previous month, as settled with *** Bell's representativeAfter using the payment forward option, *** Bell deducted the amount of $from our account, on 9/15/No attempt by their company was made to inform us that the "payment forward option" was not available to us as cell phone customers, nor were any attempts made to credit or reimburse us the amount collected by *** Bell. What *** Bell has done is: deducted the amount and wrongly applied that amount to the previous monthInstead of admitting their error they continue seek payment for a bill that we as former customers attempted to pay in good faith using one of *** Bell's payment optionsThis amount, $100.08, which *** Bell already posses should be used as payment for our final bill, so both parties can end this matter No additional charges should be incurred by us considering how *** Bell has handled this matter. Regards,
***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me upon getting a replacement router Cincinnati Bell said they would send someone out to setup my new router when I buy one at no charge to me and sure up some wires that I have after this is done then this matter will be complete,I was a little angry that I was only given a @$credit for the poor install and the problems i've had
Regards,
*** ***

Per our records customer called in on 4-10-and asked to have bill loweredCustomer was offered the home-pack which gave her a home phone # of ###-###-####An email was sent to *** with the order details stating that the account # would now be ###-###-####,***There were
bills that have been issued on this account since this orderBill dates are 5-7-17, 6-7-& 7-7-The bills were being emailed to email address on file*** we have now changed the email address for the billing to ***
The bills on this account are from 4-11-thru 8-6-once the account is paid it will not be due till 8-28-
I have credited all the late fees and reconnect fees(57.40)
The bill each month is $+ tax and surcharges each month
The total due is $
I have asked to have a hold put on the account to give you time to make a payment and get caught up
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
Executive Care
Cincinnati Bell Telephone

May 22,
*** ***
c/o *** ***
** *** ***
Cincinnati, *** ***
Dear *** ***,
We have received and reviewed your additional questions with your Cincinnati Bell account ###-###-####,***. Once the application has been received and Lifeline has process the request; you will receive a letter in the mail to advise you the status
Any questions or concerns prior to receiving letter please contact Lifeline at ###-###-#### M-F 8:00am-4:30pm
Thank you,
***
Executive Care
Cincinnati Bell

*** ***,
The first screenshot you attached is not a copy of your bill, that is a receipt showing an AutoPay payment was made on 12/19/The second screenshot you sent says "Thank you for using Cincinnati Bell AUTOPAYYour Cincinnati Bell My Account information is available hours a day, days a weekRemember that you can login anytime to view your bill, payment status and payment history." Customers enrolled in E-Bill receive a monthly notice that their bill is now available to be viewed in their My Account, as well as a receipt email when an AutoPay payment is madeNeither of these emails are your billsYou can view any of your bills both past and present at any time from within your My Account on cincinnatibell.comIf a customer does not take the initiative to review their bills, then they would not see the notice of their promotions expiringTaking a new month promotional price does not lock you into a contract in any way, it simply lowers your price for months; you are not locked into that service for the full duration of that months if you don't want to beThis has been our policy and process for several years now
Please call into ###-###-#### or chat with a representative on cincinnatibell.com if you would like to take advantage of a new promotional price
Thank you!
-Cincinnati Bell

April 16,
*** *** ***
*** *** *** *** *** ***
*** ** ***
RE: ***
Cincinnati Bell is responding to your Revdex.com complaint regarding your Fioptics Internet and Cable bundle
I have reviewed
your account and notesI apologize for any confusion or if there was a misunderstanding regarding the first year pricing on your bundle but all introductory pricing options are good for one yearYour promotions expired on 2/28/This information was communicated on your bill dated 2/25/
Your current bill dated 3/25/has already been adjusted as a courtesy to $to match your first year pricing
Your first year promotions gave you a monthly service fee of $+ taxes and fees for Fioptics 20MB internet and the Preferred cable package on two set top boxes Per our records when you spoke to our Retention Specialists on 4/13/you were offered pricing of $per month + taxes and fees for the ***e services or to upgrade to 30MB internet and keep the ***e cable package for $per month + taxes and fees
Both of these offers are noted on your account and are still available to you if you wish to take advantage of them
Currently there is a disconnect order (D2620773) for your account due for 4/25/Per the notes on your account this order was placed at your request on 4/13/
If you wish to change this order or have any other questions regarding your account or pricing offers you can reach the Fioptics Help Desk at ###-###-####
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
***
Executive Care Agent
Cincinnati Bell Telephone

February 9,
*** * ***
*** *** *** *** *
*** ** ***
RE: ***
Cincinnati Bell is responding to your Revdex.com Complaint
I have reviewed your account regarding your internet outageI apologize for the frustration you experienced
speaking with our Technical Support departmentThis will definitely be followed up on for personal coaching
In regards to possible credits due for your outage, Carolanne in our Social Media department credited your account for an entire month’s service as a courtesy for a one day outage, totaling $Unfortunately, we do not compensate for lost wages, as that is an agreement worked out between an employer and an employeeCincinnati Bell can only for lost serviceCarolanne went above and beyond the amount owed with the courtesy adjustment she made for an entire month
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
Cincinnati Bell considers this complaint closed
Megan
Executive Care Center
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** *** Cincinnati Bell is consistent in their refusal to address the issue of adding fees for a device that was already in use for a number of years and to effectively increase the cost of internet service by now $per month for a "modem fee" While this is not acceptable there is nothing that can be done to satisfy a long-time, excellent paying customerCincinnati Bell should just advertise their internet service as $per month and not the $per month that I thought I was paying (and had been paying for a number of years)Very bad business practice to tack on a "fee" hidden in a small notice on the bill back in February that it would be $per month and now an increase of $per month...$4.99...a more than 10% increase in the cost of internet serviceVery disappointed in Cincinnati Bell's response.*** * ***y

February 6, 2018Dear *** ***,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 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.Regarding your promotion expiration, you were notified on your 11/28/and 12/28/bills, just as you were notified of your previous promotional rate expiring on your 11/28/and 12/28/billsI apologize if speaking with our reps led you to believe that a separate email just to notify of increases would be coming through; this is not our policyI will be looking closer at the reps that shared this with you for coachingAll of our customers are notified of the duration of their promotion at the time it is put in place, as well as being notified of their expiration two months before it actually expires on their billing statements both digital and paperIt is the customer’s responsibility to look at their bill and stay aware of their promotional period.When an order is placed on an account to lower the account’s monthly service fee (MSF), this order can be back-dated to the start of the customer’s billing cycle in order to apply a pro-rated credit on the next bill for the difference between the old and new MSFIn the instance of your account, your 01/28/bill printed at $Notes on your account indicate that a new month promotion of $was offered to you, but you declinedPlacing this order and backdating it would have resulted in your 02/28/bill printing at this new $rate, but with around an -$80-pro-rated credit for lowering your MSF right at the start of your billing cycleThe $bill does not change as it has already been printed, but you still get the credit back on the next billNotes on your account from the retention order placed on January 3rd show that this process has already been explained to you over the phoneSince this new promotional offer was refused and a disconnect order was placed on your account, no pro-rated credits for TV and Internet will be applied to the account due to the policy discussed earlier Notes on your account indicate that you were wanting the service to disconnect on 02/06, but a due date of 02/had already been applied to the order by the time it was pushed throughThat being said, there is still time to claim the month $price offered to you previously, which would provide you a credit on your next billShould you want to take advantage of this month promotion, please either respond to this letter, call in to our Residential Support Center, or chat with a support rep on our websiteOtherwise should you choose to continue with the disconnection order, your final bill will print on 02/28/listing all final charges on the account.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

March 1,
*** ***
*** *** ***
*** ** ***
RE: ###-###-####,***
*** ***,
Cincinnati Bell is responding to your Revdex.com rebuttal
Cincinnati Bell has investigated and corrected the errors in billing regarding your equipmentAll remaining charges, in the amount of $are validYour account had a past-due balance at the time you returned your equipmentThis means that even if you paid the past-due amount that was due at that time, your remaining charges could have still posted on your final billNo additional credits are applicable on this 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,
Megan
Executive Care Center
Cincinnati Bell Telephone

We are unable to locate the account with your SSNPlease provide any account details you may have had at that timeEx: Name, address, phone number

Spoke with *** *** and discovered this was an issue with the service remote call forwarding He needed to change the number the calls were being forwarded to because customers had to dial a before calling him He made the change on his account and the service issue is resolved
An adjustment was provided for his inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. At this point in time I've still NOT been able to have my original telephone number activated in my home!I assume Cincinnati Bell still holds this and prevents *** *** from accessing it, and this is ridiculous!I am so very tired of having doctors offices, businesses and close family members trying to contact me- but to no avail!It has taken me over a month to have simple, reliable telephone service with my original *** telephone number.In the meantime, I'm afraid that I'll miss some appointment or meeting- due to the simple fact that I'm unreachablePeople can't even call the public information line to reach me.Upon receiving my credit card statement, it is inexcusable the amount of gas I've been forced to use in an effort to clear up the telephone issue- driving to other homes in order to have landline service that would allow me to sit on hold as long as needed and to speak as long as needed.I had a nice and respectable conversation with your representative last weekI really appreciated speaking with herI hoped that we could have brought this to closure at that point. I just want my number back
Regards,
*** ***

August 9,
*** *** ***
*** *** ***
*** ** ***
RE: ***
Cincinnati Bell is responding to your Revdex.com complaint
I have reviewed your account notes and I apologize for your frustrations and loss of internet service
The
internet outage was reported on 7/26/and a repair dispatch was scheduled for the next day on 7/This dispatch then got rescheduled two times due to your availabilityA repair technician was dispatched on 7/and per his notes he made repairs to outside lines and service was back up
On 8/there was a known outage which affected your area and on 8/when you called to notify service was still down a 2nd repair dispatch was scheduled for 8/
Per the technician’s notes on 8/he attempted to reach you on contact # ###-###-#### but did not receive and answerThe technician proceeded to your residence but received no answer at the door and attempted to call a 2nd time while on site but still received no answer
This appointment has since been rescheduled to today 8/You are currently scheduled for an evening appointment which is anytime between 4-p.mIt is noted you have requested for the technician to arrive after p.mWhile this request is noted on your account it does not mean the request can be guaranteedThe technician will call prior to dispatch and if you are not available when he advises he will be there you can let him know at this pointThe technician will then advise if they can come later or if you would need to reschedule
I also found you were offered a courtesy credit for $by a Retention Agent for your frustration and service issuesI have already had this adjustment applied to your account
Cincinnati Bell’s policy is to offer customer adjustments based on their time without serviceYou have had a service outage for a total of days so far, partly due to your availability for repairThe $adjustment was offered strictly as a courtesy to retain your businessThis adjustment covers months of internet serviceAt this time no further adjustments are applicable
If you have any questions or concerns regarding your current scheduled repair appointment you can reach Customer Service 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