Star Office Supply

April 4,
*** ***
* *** ***
*** ***
Cincinnati, Ohio
RE: ###-###-####
Cincinnati Bell is
responding to an additional rebuttal concerning your final bill
Again, I apologize and
understand your frustration. However,
this was a corporate decision to not prorate the Internet and VideoThis
decision was approved by the Public Utilities Commission. This ruling applies to all Cincinnati Bell
customers.
I have forwarded your
complaint on to our collections department letting them know of your payment
arrangement so the account will not be sent to an outside collections agency
Sincerely,
Sue
Executive Care Agent
Cincinnati Bell Telephone

June 24,
*** ***
*** *** ***
*** **
*** *** ***
RE: ###-###-####,
Cincinnati Bell is responding to the complaint you filed with the Revdex.com concerning a port in is***
After a lengthy investigation, we found that
our Porting group has tried to have your number released by *** Mobile several times. *** Mobile is rejecting our request due to an invalid PIN number that they is***d
I asked that a temporary number be given so Cincinnati Bell could establish service. The temporary number is ###-###-#### and will be working todayWe apologize for the delay in providing you service
We have once again asked *** Mobile to release your number to us. Once released, we will make the change to your account
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
In the future, we hope to provide you with the customer service you have grown to expect from Cincinnati Bell Telephone
Please feel free to contact me at ###-###-#### with any additional questions
***
Executive Care Agent
Cincinnati Bell Telephone

We have addressed this line issue and repaired itCincinnati Bell does not run lines to homes or buildings if no working service is at the addressIn this case, there is no service to this buildingWe have addressed the customer’s concerns while following policy Cincinnati Bell considers this complaint closed.Thank you,MeganExecutive Care RepresentativeCincinnati Bell's Executive Office

The original credit was refundedThere was a credit put on the account for $in errorWhen that credit was applied it added additional tax credit of $The correct amount of $has been refunded

August 15,
Mr*** ***
*** *** ***
*** ** ***
RE: ***
Cincinnati Bell is responding to your Revdex.com complaint
As we discussed on the phone last week a Field Operations supervisor advised he had been in contact with you last
Friday evening and reviewed the installation at your residence
Per his findings he advised there were several things on the install that should have been done differentlyHe also advised he addressed your issues with speeds and the possibility of you using a different router
I called your residence to follow up with you earlier this morning but was advised you weren’t home and will return my phone call
Please reach out to me at ###-###-#### and so we can review these findings and resolve your complaint accordingly
Thank you for your patience and cooperation
Tina
Executive Care Agent
Cincinnati Bell Telephone

December 21,
*** ** *** ***
*** *** ***
*** ** ***
RE: ###-###-####,***
Cincinnati Bell is responding to your RevDex.com complaint
I have reviewed your account and notesThis matter was
addressed and closed last
month
You are receiving a home phone line with all calling
features and unlimited domestic long distance, 30MB internet, and our Elite
video package, with DVR, and set top boxes for $per month before taxes
and fees
The reason your bill increases each month is because of
continued return check fees due to payments being submitted with insufficient
funds
If you have any further questions or concerns regarding
your billing statements or balance due please contact ###-###-####
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

In response to the Cincinnati Bell representative's claim that "in a round about way the customer is saying they aren't getting the whole house dvr system" it is stated as a fact in the first paragraph that I am only getting a part of the serviceIf they would do some investigating into their own business, they would be able to know, understand and correct the issue I am going to share with them nowIn the *** area, due to the platform it is on being different from the rest of the company, the whole home dvr system does not allow for its full array of services, talk to both your *** area sales folks as well as the technicians that service that specific area and you will have a better understanding of the issues facing the customersI was sold the whole house dvr system and there was never any mention of not getting the full array of services it provides at the time of that agreementHere is a copied and pasted description from the Cincinnati Bell website as to what the whole house dvr service provides:Record one time and watch it anywhere in your home! Watch record and delete programs from any room in your homeRecord two programs at once while you watch a current program! Pause and rewind live TV or pause TV and resume it in another roomWith Whole Home DVR, you won't miss a minute of the game! Watch, rewind, pause and pick it where you left off- from any room in your home!DVRGet control over your TV, watch your favorite show when it's convenient for you! With DVR from Fioptics TV you can:Be sure to never miss a show!Pause and rewind live TV! Feel free to answer the phone, get the pizza, without missing a moment of your favorite shows.Record shows at one time while watching something that you have previously recorded, if only everything in life could be this efficient.Record the shows you like by genre, actor, and director or schedule to record an entire season of your favorite series.My original order # was ***, you will see charges of $and $for the dvr box and whole home dvrThis is not the order # that ended up being installed at my home since no one at Cincinnati Bell gave it to the installer but it is the order # from which he had the salesman work from to generate him a correct work order to take care of my installationThe installer was sent to my home for not getting a picture for some reason, again one of many errors by Cincinnati Bell's lack of communication. From this description, all I am able to do is record shows and watch them from either dvr boxI am not able, due to the platform as stated by the technician, to "pause and rewind live TV or pause TV and resume it in another room" or "pick it where you left off - from any room in your home". Once again, I am asking that there be a mutually agreed upon settlement to where I am not paying full price for a service that is only giving me half of the functionality of that service, as described on your own websiteI am asking that my price for the dvr service/equipment be reduced between $to $per month due to not getting the service advertised on your website nor the service originally agreed upon on the work order referenced aboveI am also asking for the final overall agreed upon bundled price to be maintained for a period of no less than years, due to the inability to provide me the full service of the whole house dvr and due to the horrible and incompetent customer service treatment I have received as well as all of the extra steps I have had to take to escalate this matterAnd your customer service team still seems ignorant to the challenges facing the *** customers due to the fact that it is not operating the same as the rest of the companyI am also requesting, for the umpteenth time, to have Brandi Caldwell, who I understand is the highest ranking customer service executive in the company to contact meI am simply wanting to make her aware of the multiple different pieces of misinformation I was given by different operators, the inability for any of those operators to understand the differences the *** customers face and the overall incompetence of the customer service team to take care of customers such as myself because they don't understand the differencesI hope this was all much more clear for you to understand, I truly do not believe this all has to be as convoluted and complicated as Cincinnati Bell has made itI have been specific as to the issues and very specific as to my requests for resolution through this entire process and yet they still have not addressed the issue in any way, just like they haven't since the beginningThey seem to just be content with ignoring the fact that they have a service area in *** which they are not fully supporting and of which their customer service team is oblivious of how to support customers in this areaAnd they are just as content with expecting to be paid full price for a service of which they are not providing all that is listed as a benefit for having that service, which is nothing less than a very unethical business practice

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. I went out Cincinnati Bell and took back the old HD box to exchange for a new HD box and plugs it in just like she saidIT does not work I will miss all programs this weekend!!!!!
Regards,
*** ***

Cincinnati Bell has issued a credit in the amount of $a month of serviceNo bill is due till September 19th
Cincinnati Bell considers this complaint closed and resolved
Executive Care Representative
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 It doesn't do any good to just keep repeating the same thingI stand by my contention that Cincinnati Bell was deceptive in their pricing because they charge a separate "modem" feeSince I returned their equipment and am not using it, I still believe it is wrong to charge me for the equipmentIf they want more money, they should raise the price of the service instead of deceiving people with a bogus fee As far as my acceptance of their contract, well, we all know it is one-sided; they refuse to bargain with me and they are the only utility in my area that provides fiberoptic internet serviceIt's a take-it-or-leasituation. Furthermore, they accepted the equipment back no questions asked and without informing me that I would still be charged for it, so it seems to me that as of that time that part of the contract was void
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 We never received a welcome packet with these terms listed, and second of all, we shouldn't be required to look up policies on lineWe never signed a document agreeing to terms that were never relayed to us, poor customer service on cincinnati bells part and it's a shame that they aren't willing to make it right.
Regards,
*** ***

I am still missing emails and my security system on the computer has not been fixed

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.
Regards,
*** ***

The customer was billed $for the inside wiring repair the technician performedAn adjustment was made on the previous bill in the amount of $due to the days of outage

March 24,
*** ***
*** *** *** ***
*** ** ***
RE: ***
Cincinnati Bell is
responding to your Revdex.com complaintI have researched your
account and I apologize about your frustrating installation experience
As
I advised during our
phone conversation this account was adjusted in full after the final bill
printed on 3/17/The account is closed and final with a $balance owed
I have sent the details of
this incident to the installation technician’s supervisor to be investigated
and addressed as well
If you have any further
questions or concerns, or if you would like to place another order for install
as I offered, you may 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

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.
Regards,
*** ***

December 2,
*** ***
** *** *** *** *
*** ** ***
RE: ***
Cincinnati Bell is responding to your RevDex.com complaint
I have reviewed your account and I truly apologize for
the service issues you have
experiencedAs I stated on our phone conversation
this was rooted in an address error on your original move order
The service was installed at the correct address but the
service order specified the wrong floor number, and in an attempt to fix the
order error your service was taken down
We have escalated your order for new service and your
install is now scheduled for tomorrow 12/a.m-p.m
Per our conversation I have documented your experience
and sent this to the representatives' supervisors for coaching and trainingI
will also personally be following up with your bills to ensure they are
corrected
If you need to contact me you can reach me 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

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 has no new information concerning this matterAll information has been given to customer. Thank you, ***Executive CareCincinnati Bell

May 6,
*** *** ***
*** *** ***
*** *** ***
*** ** ***
RE: ###-###-####,***
Cincinnati Bell is responding to your Revdex.com complaint
I have reviewed your account notes and I apologize for your
poor customer service experience regarding the order to change your home phone numberAs I stated on our phone call yesterday I have documented each call and it is entered into our escalation database to be reviewed directly by the Cincinnati Bell Executives
This incident and your customer feedback will also be sent to each representative’s supervisor for coaching and training
A $credit has been issued to your account and the current amount due is now $
You next bill will be dated 5/16/As discussed on the phone I will personally follow up with this bill and adjust the charges for the phone number changeI will follow up with you by phone when I get this done by May 20th
If you have any further questions regarding your bill you can reach the Billing Department at ###-###-####
It is never Cincinnati Bell’s intention to anger or frustrate our customersOn behalf of Cincinnati Bell I apologize that we have done so in this matter
***
Executive Care Agent
Cincinnati Bell Telephone