Star Office Supply

Per my conversation this morning with the customer service is now working. We do have a technician going out on Tuesday afternoon to see why the service has been dropping lately and to resolve the issue. Once the issue is resolved I will call the customer and issue a repair credit and close out...

the Revdex.com complaint.

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]

[redacted]
c/o [redacted]
Cincinnati, [redacted]
 
Dear [redacted],
 
We spoke on 04/15/15 re: Lifeline is[redacted].  I reached out to Cincinnati Bell’s Lifeline department to get more information on the rejection.  Per Lifeline group a letter was sent 04/15/15 to you to advise the reason for the rejection. 
NLAD (national lifeline database) showing ERRORS:
1.       Subscriber failed third-party identity verification.
2.       Address unrecognized (please provide fiscal  address on form will not accept PO Box)
3.       SSN (social security number) could not be validated.
I have enclosed a new Lifeline application and a return envelope to send back; just in case one didn’t come with letter from Lifeline.  Please contact me at your earliest convenience with any questions or concerns at ###-###-#### M-F 8:00am-4:30pm. 
 
Thank you for your patience.
 
[redacted]
Executive Care
Cincinnati Bell

November 3, 2014
[redacted]
RE: [redacted]
Dear [redacted],
Cincinnati Bell has reviewed your rebuttal. Our records indicate that you spoke with a representative on 10-31-14. She advised you that a credit was applied for $[redacted] and this refund check will be mailed to you within 7-10 business days.
Cincinnati Bell considers this complaint closed.
Sincerely,
[redacted]
Customer Care
Cincinnati Bell

Per our conversation the current amount due for phone and internet is $29.40 due 6-12-17. The current monthly amount is $26.07 a month plus tax and fees.
Thanks,
Executive Care
Cincinnati Bell Telephone

May 11, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
 
RE: Deposit for CBT order [redacted]
 
 
I am responding to the Revdex.com rebuttal that you filed regarding the $100.00 deposit.
 
Cincinnati Bell has issued the refund checks today and you should have them within the week.  
 
It is never Cincinnati Bell’s intention to dissatisfy our customers.  On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
 
 
[redacted]
Executive Care Office
Cincinnati Bell Telephone

Cincinnati Bell charges A late payment fee if an account is past due $10 or greater and past due by 5 days. In the past the late fee has been waived for you. As a courtesy I have waived the late fee on the current bill. In the future we will not be able to waive any late fees.
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.

Cincinnati Bell is responding to [redacted] latest rebuttal. Our file indicates that his concerns have been addressed. Per the notes on his account he called in on 2/6 asking for credits again and was told no further credits because he has already received a courtesy credit. From what I can see his only interaction since my last response is him calling in asking for more credits. He’s claiming to be missing emails still, and receiving spam. Per his notes he has not talked to tech support about this.TinaExecutive Care Representative Cincinnati Bell Telephone

Hello,
I am sorry to hear that you are having issues with Cincinnati Bell [redacted] (CBE). Unfortunately, Cincinnati Bell is unable to assist because although CBE is a Cincinnati Bell-branded product, [redacted] is still responsible for all billing and billing support questions. Please contact them...

for any questions you may have about your [redacted] bill: ###-###-####.
Thank you for choosing Cincinnati Bell. Josh
Executive Care Agent

April 28, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have reviewed your account and notes. When you were given a new bundle price of $54.97 on 1/25/16 you had a...

separate $15 promotion on your 30MB internet service set to expire the next day. This is what caused the following three bills to not match your quoted price. I apologize this was not communicated to you at that time and I am sending this incident to the representatives’ supervisor for coaching and training.
Per the account notes the representative you worked with yesterday already resolved this error and renewed the old promotion on your account. Your monthly service fee is now the quoted $54.97 per month before taxes. This pricing is good until 1/27/17. The representative also applied a $45 adjustment for the 3 months you were billed $15 over the quoted price.
The reason your services were suspended on 4/21/16 is because your account was $77.59 past due. With the adjustment applied your current balance due is now $105.
I saw in your notes you said you have already mailed a check for payment. As a courtesy I have restored your services as of this morning. A 7 day hold has been placed on your account so it will not be suspended again before the check is received and processed. You next bill will auto adjust for the days you were without service.
If you have any further questions regarding your account please contact the Residential Office at ###-###-####.
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 in this matter.
Tina
Executive Care Agent
Cincinnati Bell Telephone

July 6, 2015
 
[redacted]
 
RE: ###-###-####
 
Cincinnati Bell is responding to the complaint you filed with the Revdex.com concerning your telephone service.
 
I have reviewed this complaint and the notes on your account. ...

I was only able to find one call to our repair department in the last (12) months.  The call was placed on 06-23-15 and a visit was scheduled for July 6th.  We found that you had then called to place a port out order on 06-28-15.   The port out was scheduled for 07-02-15.
 
It is with our sincere regret that we were not given the opportunity to resolve the repair issue before you decided to port out to a different provider.  We will back date your port out order to 06-23-15, which is the date of your call to our repair department.  Cincinnati Bell will only credit accounts for the number of days the line was not working. This credit will show on your Final Bill.
 
I am also forwarding this complaint to a repair manager for training and development purposes.
 
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.
 
Please feel free to contact our office at ###-###-#### if you should have any additional issues.
 
Sue
Executive Care Agent

The customer contacted Cincinnati Bell on 12/3/15 and wanted to eliminate the fax line. It was communicated the service was under contract and there would be an early termination fee. There is no record of communication since 12/3/15.

I need the Cincinnati Bell account number for this complaint.
Thanks, Executive Care
Cincinnati Bell Telephone

January 31, 2017

[redacted]
[redacted]
RE: ###-###-####, [redacted]
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding your passcode and your request to cancel service.
According to our records your service...

will be disconnected 2-1-17 order #[redacted].
Our process and policy for passcodes is as follows:
Cincinnati Bell holds account privacy in the highest regard. For your security and protection, we require an account verification process to be completed before discussing and/or making changes to your Cincinnati Bell account. I understand your frustration; however we are looking out for the protection of you and your account.
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.
Melissa
Executive Care Representative
Cincinnati Bell Telephone

December 30, 2015
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com rebuttal.
Per the notes on your account you received $10.98 credit
November 2014 for the Super Saver Bundle which included your internet modem
fee, internet security, and backup & storage. This service was free for one
month. Per the notes you requested the product removed and that order was
placed.
There are records of several calls thereafter with which
new promotions were being requested and billing and fees were explained to you.
I was also able to locate closed account [redacted]
and per our records you requested to suspend the internet service on 7/12/12;
however when the terms of the suspension were explained you declined because
you did not agree with the charges. A suspended internet account is still
billed at a minimal rate. It is noted since you did not agree with receiving
any bill while service would be suspended you opted to cancel the account.
Cincinnati Bell’s position stands. The charges for
account # [redacted] are valid.
Cincinnati Bell considers this complaint closed.
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 company outright states in their response that they do not offer third party information, yet when I asked them a question I was given an answer that was a lie. Telling me that the service would not be able to be restored even with the payment would have been the more ethical thing to do, or telling me that I should have the actual customer whose name is on the account contact them first to give them the information would have been better. However I was told by both the representative when I asked her that the service would be turned back on. My friend confirmed this when he told me that the payment needed to be submitted by the day that I did for them to turn the service back on. This did not happen and they were forced to open the new account and pay the new fees to set up a new service with the same company they have been doing business with. If my friend were to contact the company about this as they asked in their response, they will most likely get the same answer that they just gave me, that they do not give out information to third parties, when clearly on the phone you can hear me ask the question about the service being restored and the response by the representative being a yes and the time frame that it would be restored.
Regards,
[redacted]

Per our records the phone service has been turned off. When I call the phone # it says it has been disconnected.
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 Representative
Cincinnati Bell Telephone

The contract pricing on the account expired on 7/6/14. A payment of $650.80 was made on the account for the July bill. This bill total was due to the contract pricing expiring. The main number ###-###-#### was ported out on 8/7/14 creating a new account number ###-###-####. A request was made to...

disconnect all remaining lines except ###-###-#### on 8/27/14. The remaining line was ported out on 9/15/14.
The August bill shows the prorated credit for the main line that was ported out. The October bill shows the remaining prorated credit for the remaining lines that were disconnected on 8/27/14 and the final line that was ported out on 9/15/14.
There is no credit owed on any of the accounts. The billing on the account is correct and there is still a balance of $207.94.

July 13, 2015
 
 
[redacted]
 
RE: ###-###-####
 
Cincinnati Bell Is responding to your Revdex.com rebuttal concerning your life line application.
 
We once again submitted the attached Life Line forms.  Per the Life Line department, the forms were rejected due to incorrect information.  The date of birth and social security number are not correct.  I was told that new forms are being mailed out.
 
Please fill out completely and mail back in. 
 
Please feel free to contact our office at ###-###-#### if you should have any additional questions concerning this matter.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

August 13, 2015
 
 
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your RevDex.com complaint.
 
Upon reviewing your concerns I consulted with one of...

our
Field Sales supervisors named Drew. Drew has tried to contact you concerning
your wiring requests. He left a voicemail on the contact number ###-###-####.
 
Please return his phone call and he will be happy to work
this matter out with you and get a wiring appointment scheduled. You can reach
Drew at ###-###-####.
 
It is never Cincinnati Bell’s intention to mislead or
frustrate 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