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 complaint. 
Regards,
[redacted] My service was never hooked up. I had two installation days between 12pm-4pm, and I took off work for both days. They didn't show up for the first one, [redacted] came. Cincinnati Bell and [redacted] has a bundle deal, so when you call Direct they will call Cincinnati Bell for a confirmation, which I received in my email. I talked to Cincinnati Bell twice on the 28th of February and the 7th of March. The 28th was for the installation of the 7th. The 7th was for the installation for the 14th. By the time that starts for the time of installation, when the installation time ran out, I called them right around 4pm and asked them where their installer at on the 7th and the 14th and their response was they didn't get the order from [redacted], which they did because they gave me an installation date 12-4pm. I talked to them I got a confirmation number from Cincinnati Bell which they said they didnt have no order from [redacted]. So the last time, I called for my installation on the 14th, they had the nerve to tell me, that the installation of my internet had to done by myself. That was their excuse that after the second time I was supposed to hook it up myself. So, I had to reoder again for Saturday, which they are probably going to have an excuse for tomorrow. They are supposed to send an installer to install my internet, I don't know how to do that, I am not doing that. Basically, I called for a third time for the installation of Saturday tomorrow, and this is ridiculous for a new customer to wait almost a month for installation service for the internet, which is still not installed. Their customer service reps were not helpful at all, and I already had a previous service date how the heck do I have to wait for people who were scheduled after me?

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 initial contract was for three years. I ended up using service for 8 yrs. They auto renewed my contract year by year, which I actually was not even aware of. I did cancel service and that's why I was not charged cancellation fees. Service was not provided for the money I paid. 
Regards,
[redacted]

February 29, 2016
[redacted]
[redacted]
[redacted]
RE: Revdex.com Complaint
Cincinnati Bell is responding to your RevDex.com Complaint.
Cincinnati Bell was unable to locate an account at the
address you provided, [redacted]...

[redacted]. I also attempted to locate an account at [redacted]. Based on the lack of information provided in your initial
complaint I am having difficulty locating an account or understanding exactly
what your complaint is in regards to.
Please provide more clarity in your response and include an account number if
possible.
It is never Cincinnati Bell’s intention to upset or
frustrate our customers. On behalf of Cincinnati Bell I apologize if we have
done so regarding this matter.
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.  Description:Internet stopped working on Saturday Night (8/15). Called Support. They sent out Tech on Monday Night. He switched out the modem. Internet resume working for 2 hours. I called Tuesday morning to ask them to fix it. Support stated that they have escalated to a Level 2 Tech person. Should get a call within 2 hours. No one called. Called Back again. I asked for a tech to come out asap. They said next week. I said not good enough. I called again on Wednesday afternoon. I was told the same thing that a Level 2 Tech will call me. No one called.Satisfactory Solution:I want a Service Tech to fix the issue and I should be credited for those days that I did not have internet service. Also, it states that I would get 10mbps connection. I only get half of it. My account# with Cincinnati Bell is [redacted] 
Regards,
[redacted]

December 20, 2016
[redacted]
RE: Deposit for Order # [redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have looked into this matter and the calls you made into the Residential Office regarding this order have been...

reviewed. I apologize about this incident and the confusion it has caused.
Per our records you initially called the Residential Office on 9/6/16 to activate internet service. This call was reviewed and it was found the representative you spoke with failed to void the deposit transaction when the order was cancelled. This caused your credit card to be charged the $50 fee.
Since the transaction wasn’t voided but service was never activated our Accounting Department was able to locate the funds and applied a $50 credit to your account on 10/28/16. I am concerned this is the 2nd charge you saw and you may have thought this was another debit instead of a credit for refund.
The other calls you made into the Residential Office attempting to resolve this issue on 11/22 and 12/13 have also been reviewed, and the representatives you spoke with overlooked the note advising the $50 refund was already processed. I have already sent this incident on for coaching and training for all call center agents involved.
I attempted to reach you by phone to discuss this on 12/15 and 12/19. I left messages for you with my callback number so you could reach me if there were any further concerns. Please don’t hesitate to reach out to me at ###-###-#### if you have any further questions.
On behalf of Cincinnati Bell I again apologize for any confusion or frustration this matter has caused you.
Tina
Executive Care Agent
Cincinnati Bell Telephone

December 18, 2015
[redacted]
[redacted]
[redacted]
RE: ###-###-####,[redacted]
I have researched your account and service orders. I
found the original move order you requested was cancelled because you were no
longer moving. Since the service...

at the previous address had already been turned
off an order for new service at the same address had to be placed.
Order [redacted] was originally set with due date 12/15/15
but the installation tech noted when he placed his call ahead there was no
answer and he had no access at the premise. 
It appears there was a typo when the representative took your contact
number for the installer. The number was put into the system as ###-###-####
instead of ###-###-####. This typo has now been corrected.
I apologize for the error and for any inconvenience this
has caused you. Your installation appointment has been rescheduled for Tuesday
12/22/15 and all activation fees have been waived. Unfortunately due to current
demands and the holiday schedule this is the soonest available appointment.
It is never Cincinnati Bell’s intention to upset or frustrate
our customers. On 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 [redacted], and have determined that this does not resolve my complaint.   
The tech support department worker's admit that cincinnati bell sets the speed at 80% of the amount advertised.   Is this true or are all of their tech service people wrong?   Regardless of factors affecting speed,  if it is set at 80% the customer will never achieve the advertised speed. They will have 80% and then all those factors take it down lower.   In other words,  remove all those factors that affect spec and cincinnati bell is only providing 80% of what you pay for and they advertise.     
Regards,
[redacted]

December 17, 2014
 
 
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
We have listened to your call from 12/6/14. The representative you spoke to first...

re-enrolled you in your previous promotions for landline and internet. These bundle promotions gave you the price $17.99 + $4.99 modem fee per month for Zoomtown internet. After you asked about removing landline the representative did tell you the internet price wouldn’t change. This information was incorrect. That internet price was only to be given as a bundled customer but since this is what you were told I can honor the pricing for one year.
 
Please respond letting me know that you would indeed like to remove your home phone and I will process the order to remove. I will also backdate the order to 12/6 so your bill will adjust accordingly.
 
I have documented your experience and have sent this issue in for coaching and training.
 
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.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

January 18, 2017
** [redacted]
RE: ###-###-####,[redacted]
Dear [redacted]
This letter is in response to the rebuttal that you filed with the Revdex.com regarding your internet speed.
Part of our process when you call in for technical support is to conduct a speed test. From the speed test we make sure that the results are within 80% of the product speed. It is also part of our process to explain to the customer that we do NOT guarantee wireless speeds. We do however walk customers through ways to improve wireless performance. We explain that for the best performance customers should be wired.
Cincinnati Bell is committed to providing our customers with outstanding service. We apologize for any inconvenience we’ve caused you, and appreciate the opportunity to better serve you going forward.

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 requested a break down of all my previous bills since June of 2016, not a breakdown of what we should be paying. The promotion of 79.99 was agreed to last for 1 year, changing it without notice after a verbal contract is not acceptable. For the final time, read my complaint and provide me with sufficient answers. Here is a very clear cut list of what I expect to be included in the next message from you:A month by month breakdown of all charges, fees, etc. since June of 2016A proper explanation as to why our internet becomes nearly nonexistent around 10 PM almost every night. (Simply stating that you get what you get is not acceptable). If there is a legitimate, documented reason for the speed drop, I would like to see it. I do not think that providing a customer with no answers is customer service at allWhy your employees offer services they know they can't actually provide it.I want answers. Plain and simple. If you will not provide me with answers, I will not accept your response. 
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.  I want to have the bill at what I had been paying in June, July, and August. That is the amount that was agreed upon when I accepted the services on May 5 2016 and I really do not care if this was a mistake because the mistake was made on part of Cincinnati Bell and not my own. For their own discrepancy on this matter, I feel that I shouldn't be the one to pay for their mistake. I also want the extra that was paid in September credited to my Cincinnati Bell account. I am sorry that Carmen presented the information and fees incorrectly and set my billing incorrectly, but as I stated that is not my mistake or problem. As a business that I have been a loyal and consistent customer with for over three years now, they should honor the pricing that was given and I paid for in June, July, and August of 51.76 irregardless of what their current rates are now. 
Regards,
[redacted]

February 6, 2015
[redacted]
[redacted]
[redacted]
 
Re: ###-###-####,[redacted]
 
Dear [redacted],
 
This is in response to your Revdex.com complaint. Cincinnati Bell has reviewed your account. You do not have Priced for Life. Your Priced for Life was...

removed in March 2010. You had a promotional discount rate at the time and this made you ineligible for Priced for Life.
 
Your bill increased by a $1.00. This is part of a price increase for all customers. Your December 2014 bill had the Bill Message that advised of this increase. Bill Message below:
 
Effective December 15, 2014, the monthly charge for Home Phone Service (Homepak Advantage) will increase by $1.00. For questions, please call ###-###-####.
 
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.
 
 
 
Sincerely,
 
[redacted]
Customer 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.  I am sorry but your letter doesn’t address my concern. Isaac at Cincinnati Bell openly admitted to me to the information provided to me was wrong.  That is not my fault and I should not have to pay for your miscommunication and lacking of training on your employee’s behalf.  I was told the wire care would cover to have the wires in my home repaired.  I expect for Cincinnati Bell to honor what was told to me.Now wire care has been added to my account for something I will now never use.  Your technician is the person who removed the 2nd d-mark from my home and he is responsible for the lines being cut.  It is Cincinnati Bell’s responsibility to fixed them when they damaged them.Again, I was told my wire care would cover this issue and I expect you to uphold to what was explained to me on 8/4/15.  You technician even left the d-mark sitting in the chair on my front porch.  Just so you know there were 2 d-marks on my home because my home use to be a 2 family converted back to a 1 family.  Your technician removed the 1 d-mark and cut the wires from the other d-mark disabling the right side of my home, again not my fault.  That is Cincinnati Bell’s fault.Your technician broke your technician needs to fix at your cost not mine. 
Regards,
[redacted]

[redacted]
Revdex.com #[redacted]
Account # [redacted]
 
Dear [redacted],
We have received and reviewed your concerns with your Cincinnati Bell account # [redacted], and the final bill.  I apologize for any inconvenience this may have caused you.  Cincinnati Bell does not prorate Fioptics cable or internet services.  That information is stated in our terms and conditions at cincinnatibell.com.  Your final bill has received a courtesy adjustment of $61.80 on 11/20/14; and I credit the late fee off your final bill.  Your balance is now $54.25.
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

Per our records customer received a refund in the amount of $59.40 this complaint was handled by the Residential Service Center.
Cincinnati Bell is...

committed to providing our customers with outstanding service. We apologize for any inconvenience we’ve caused you, and appreciate the opportunity to better serve you going forward.
Thanks,
Executive Care
Cincinnati Bell Telephone

August 19, 2015
 
 
 
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your RevDex.com complaint.
 
I have reviewed your account and billing...

statements.
Cincinnati Bell installed your cable on 6/4/15. The original install date of
5/29/15 was rescheduled to this date due to your utility room being located in
your neighbor’s garage. Per 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 $49.99 per month. You also had (2) set top
boxes with fees of $5.99 each per month. This brought your monthly service fee
to $61.97 per month before taxes and fees.
 
Cincinnati Bell has not received a call since the install
date of 6/4/15 regarding any service issues or outages. The first call on
record to the Residential Office was on 8/17/15 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 $236.35. This is
for 3 months of cable service and late fees.  
 
There are notes on your account that you requested to
cancel your service on 8/17/15 but as of right now your service is still
active. The 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
yet. For 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
9/7/15. If you would like me process a disconnect order please let me know and
I can do so. Per 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 9/7/15 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
customers. On behalf of Cincinnati Bell I apologize if you feel we have done so
in this matter.
 
Tina
Executive Care Agent
Cincinnati Bell Telephone

THIS JUST GOES INTO THE "DOESN'T THAT STINK FILE"  **
[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.]
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]

July 7, 2015
 
 
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning an $8.00 balance on your Final Bill.
 
In reviewing your...

final bill, I found that your May 5th bill that was due May 26th was not paid.  This is what generated the late fee.  This is how the billing system is set up.  The representative should have advised you to pay the May 5th bill and a refund check would have been mailed to you for the credit balance that showed on the final.
 
I did remove the $8.00 late fee since you were not advised of our billing process.  I have sent this to the proper department for review and improvement.
 
It is never Cincinnati Bell’s intention to upset or mislead our customers.  On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
 
It is with our sincere regret that we were not able to resolve your issues before porting to a different provider.
 
Please feel free to contact our office at ###-###-#### with any additional questions or concerns.
 
[redacted]
Executive Care Representative
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.  
Cincinnati Bell made no offer to remedy the situation other than adding me to a list I was supposedly added to many times before. Cincinnati Bell has not provided the information/recordings I requested nor have they compensated me for the time they wasted or harassment the instigated.
Regards,
[redacted]

[redacted]
Revdex.com #[redacted]
 
We have received and reviewed your concerns with your Cincinnati Bell Internet account # [redacted].  I apologize for any inconvenience this may have caused you.  I am showing your account has a $[redacted] balance and you have no other account,...

balance or services with Cincinnati Bell.
 
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