Star Office Supply

September 30, 2015
 
[redacted]    
[redacted]
[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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I do not accept the business response of the matter being fixed. The credit in April was giving to us for the March bill by a manager. We were told to call back the following month to receive credit for the April bill once the cord was placed in the ground. The cord was never put into the ground when we called back in May. We were told that a credit could not be made to out account until the problem was resolved. Another appointment was made or the cord to be placed into the ground. When the appointment day came and went I called again. I was then told that my bill needed to be current before I could receive credits. I explained that this made no sense as I was not completely receiving full service. I asked for another appointment and spoke with another manager who told me that a credit in the form of 71% of my bill would be credited as that was the percentage credited in April for March bill. I called a week later once the third appointment date was missed to place the cord in the ground. I was gain told that no credit be done until the problem was resolved. After being on the phone with customer service for 2 hours, I was eventually told that nothing could be done until the cord was put into the ground. The cord was finally placed in the ground May 20th almost three months from the original call on February 28th. This is when I called and asked for the credit to my account. This was the first time I was told no credit could be giving. The rep explained to me that no note was in my account for this credit of 71% each bill for April and May. I asked the rep to investigate my case by collecting my calls and listening to them. I advise them that they would hear on more than 10 occasions since April 9th that myself or husband were told that we were to receive a 71% credit for our bill and that it was being put in the notes. I would like someone at Cincinnati bell to sit down and listen to the calls of the promises we we're made regarding the credit to our bill.
Regards,
[redacted]

I have sent a request to our engineering team to see when Fiber will be available at your address. I have also sent a request to the foreman in field operations to if the equipment you currently have is going to be upgraded for the congestion issues. I have rated your service at 14.99 a month for...

the internet until we can get this resolved. I will let you know as soon as I get feedback.
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,
Melissa
Executive Care Representative
Cincinnati Bell Telephone
###-###-#### option **

On the "Notes" section of the contract it states: - All prices and rates are exclusive of any surcharges and taxes. The account has had the correct contract rates since the beginning of service. The only part missing was the 1 month free of service. The request has been submitted for the 1 month ($129.97). All other charges are correct and valid.

[redacted]
Revdex.com #[redacted]
Account ####-###-####,[redacted]
 
Dear [redacted] and [redacted],
 
We have received and reviewed your additional concerns with your Cincinnati Bell account # ###-###-####,[redacted]; and the activation of your services.  Order has been completed with information needed to port.  We have you schedule for 04/20/14 8:00am-12:00pm; to install your services. 
Any questions or concerns please contact Cincinnati Bell Residential department at ###-###-####.
 
Thank you,
 
[redacted]
Executive Care
Cincinnati Bell

Per our records this issue has been resolved.
On 12/29/2017 9:40:12 PM the customer canceled the repair visit that was scheduled and said all services are working. Cincinnati Bell considers this complaint closed and resolved.
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.
Executive Care
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. Regards,
[redacted]  Dear [redacted],I was able to obtain the Business response to my complaint from [redacted], as I did not receive your e mail on this subject (I am not sure why).I do not accept the response from Cincinnati Bell, for the following reason:  I do accept charge from Cincinnati Bell for wiring completed at the building in which my office is located.  This was conducted as a part of the transfer of phone service, promised by the company and not completed.  They quoted $58.25 for the completion of said transfer.  They have billed me $264.51 for the partial wiring performed, which STILL left me with no phone service.I look forward to hearing from you.  I do hope your future emails reach me.  If you do not receive a prompt response to you next email, may I ask that you follow up with a phone call/ voicemail to my office number at ###-###-####?  Many Thanks!Sincerely,[redacted]
[redacted]
[redacted]
[redacted]
[redacted] *
[redacted]###-###-####[redacted]

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 repair. I processed a 1 week credit for the home phone, Internet, and television services (not including taxes, fees, and equipment charges) on the customer's account totaling $30.47. I called the contact number on the original submission and left a voicemail to inform the customer of the credit balance on the account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10986276, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

August 3, 2015
 
 
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Revdex.com Rebuttal concerning your billing issues.
 
I apologize but I am not able to see your new August bill at this time.  Your new bill will print on August 7th.  If you find a discrepancy, please contact me at ###-###-#### and I will make the necessary corrections.
 
Sue
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.  Cincinnati Bell has not disconnected their Server from my computer.  It is always "Automatically Connected" to all 3 computers in my home.  This Server was never ever connected to my home.  This Server number was given to me by Cincinnati Bell when I was located at [redacted].   This office has been empty for 4 months.  There is not a way to Disconnect Cincinnati Bell** Server which was referenced in my previous Revdex.com Complaint.  A professional programmer has told me that this is still connected by Cincinnati Bell to my server in my home.  We actually have had [redacted] in our home for internet.  Why is Cincinnati Bell** Server still showing Active in our home?  Why is Cincinnati Bell** Server "Automatically" connected.  Why is there another Server connected to the Cincinnati Bell Server?  Cincinnati Bell told me just 2 weeks ago that my Modem had not been returned.  April in the Cincinnati Business Office told me that.  The employees in the [redacted] at Cincinnati Bell tell me that they did show the Modem returned.  I want Cincinnati Bell to terminate the Server/Router number that they assigned to me.  They refuse to terminate this Server Router.   Cincinnati Bell has not contacted me about this situation as of April 18, 2016 at 2:34 pm EST.I have photos of these issues if you would like for me to drop them off at  your office at the Revdex.com.Let me know if you would like for me to go on TV and tell this story.  I will be glad to in order to protect others from having a breach of privacy caused by Cincinnati Bell.
Regards,
[redacted]

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]

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.   Yesterday, I sent you copies of the bills from Cincinnati Bell showing the total due for the month of December/January was $121.  I show this bill PAID on 1/13/2016 and the service canceled.  The bill Cincinnati Bell sent me was for the month of FEBRUARY for services I canceled in JANUARY. The Revdex.com should be receiving this letter within the next day or so.  Hard copies of all of the documents showing the TOTAL I owed as of January, 2016.  This bill was PAID.  I canceled my PHONE and INTERNET service in November (because CB service is HORRIBLE).  My internet bill was $40/month.  I had BASIC INTERNET SERVICE for the month of December at $40/month which I canceled in January when I full paid the bill. (Copies of all of this are included in the letter I mailed to the Revdex.com yesterday along with copies of the equipment returns).  So there is NO "internet service charge pro-rate".  I NEVER had ANY service AFTER December that was more than $40/month.I have also sent copies of this letter AND the billing statements to the [redacted] and the [redacted].  Cincinnati Bell is NOTORIOUS for double-billing customers and charging us for services we DO NOT have.  The documentation I sent to the Revdex.com will show that the ONLY amount I owed was the $121 which I PAID when I canceled my service.  
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.
Cincinnati Bell has made no attempt to resolve my issueThe
original documents that I received when signing up for their services does not
mention this policyIn order to view the policy I have to search their website
and locate the statement within the small print of a several thousand word
documentIn Their response they state that, "This is an industry standard
that other companies follow as well." I canceled my service with
Cincinnati Bell to switch to the only other cable/internet service provider in
my area ([redacted])I asked [redacted] what their policy is, and they
said that they pro-rate all charges on final billsI also used several other
providers while relocating with the [redacted] and never dealt with any such policy
So, no that is not the industry standard
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 do appreciate the time and attention.  As discussed with Cincinnati bell, they will also review their billing messaging, because as a paperless customer, it is very difficult to locate the promo message.  You need to expand an "other charges "f section to see the message.  Other pricing message is in the middle of the screen in a defined box that states important customer news ( Or something similar).  I would like to see Cincinnati bell make a commitment to ensure important messaging is clearly visible and not hidden from view for paperless customers.So although my specific issue is resolved as best they can, I cannot say that the root cause has been addressed.  Please see attached screenshots of my bill with the section in question collapsed (default) and expanded.
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 info is partially true but primarily incorrect. As far as a technician reachingout to me 6 times in 2 days and leaving voicemails, that is incorrect. I do not have voicemail set up on my phone, so that statement is not true. As far as a neighboring tech, I did not ask him to provide service, I validated that they do work saturdays and sundays, the 2 days I am available per week. As far as no notes on video not working, that is not my fault that your employees do not have record of that. They have advised me on multiple past calls that certain notes such as this were not actually noted on the account, showing neglect on Cincinnati bells behalf. It is true o have received credits on my account, that is from when service including tv was down. My balance should not be as high as it is because I made multiple attempts to cancel services over 2 months ago to cancel tv and was refused. They would finally switch me to an unanswered extension. I am sorry I cant call off work and lose money to have tech support visit my home to fix any issues THEIR service is having. With the fact that the cable boxes are internet based, they should have had some insight to knowing that internet services not working right = tv not working right. I was charged a disconnect fee for 24 dollar and change delinquency and charged 30 dollars for reconnect! That is ridiculous. And as far as receiving credit at the beginning of the upgrade, it was because I was promised a date that services were supposed to start, had a party around a tv event the next day and we couldnt watch it. Cincinnati bell currently holds a security deposit from us, I do NOT want tv services but if they make this right, I would consider keeping internet service. The last rep I spoke with, offered that I pay the full balance and than would be credited half of it. I think it is only right to keep the deposit and write off the remaining balance. It is clear per their own records I HAVE  called multiple times without a fix. If theycome out and ensure my internet is the proper speed, I would keep that if they accept what I just offered. I personally think that over 25 hrs of calling and headaches within a year is ridiculous and stressful, but not asking for compensation for that. I wanted credit for half of my internet services since ive only received half of what I pay for. I worked tech support for 3 yrs for a different cable and internet company and know all of the home remedy trouble shooting, and have done that multiple times with no fix. There should also be a record of me stating my pregnant girlfriend crawling around on the floor to reset boxes over 20 times a day. Cincinnati bell, ive been a good customer to you, I ask that you make this right.
Regards,
[redacted]

April 17, 2017

[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding your service
According to our records your service repair issue has been...

resolved.
The repair department has issued a credit of $53.19.
We have also addressed the complaint regarding the technician.
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

January 25, 2017
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com rebuttal.
I apologize if there are different emails you have found to be missing from your webmail inbox. Per our records [redacted] was able to locate the emails you previously submitted as missing and they were indeed delivered to your inbox. If you are reporting different missing emails you will need to reach out to Technical Support and provide them with the dates, times, and email addresses they were sent from in order for [redacted] to launch a 2nd investigation. If these emails were somehow deleted previously when you were having password issues it is very unlikely they will be able to retrieve them.
Per the notes on your account your internet security has already been activated and as a courtesy you are receiving it free for 12 months. There is no record of a call into Care to report any internet or security issues since it was added to the account and you were walked through the setup. If you are having issues you must reach out to Technical Support to troubleshoot. You can reach Technical Support by calling ###-###-####.
As previously stated a courtesy credit has already been applied to your account. No further credits are applicable at this time since your internet and complimentary email services are working.
Cincinnati Bell is closing this complaint with the Revdex.com.
Tina
Executive Care Agent
Cincinnati Bell Telephone

July 30, 2015
 
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning the expiration of your original promotions.
 
In...

reviewing your account I found that your service was established July 7, 2014.  The original receipt that was provided to you did show the monthly charges to be $142.40. However, further review of the receipt does say the amount does not include prorated charges, taxes or surcharges.  Also the representative should have advised you that the added promotions would expire in (12) twelve months.  This is industry standard.
 
I did see that you spoke to a manager yesterday to have the promotions added for an additional (12) twelve.  They will expire on July 29, 2016.  I also found a credit applied to your account in the amount of $403.91.  You currently have a credit balance of $-112.59.
 
It is never Cincinnati Bell’s intention to mislead 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 questions.
 
Sue
Executive Care Agent
Cincinnati Bell Telephone

[redacted],
Cincinnati Bell repair department has issued a credit in the amount of $18.99 for the repair issue and the service being down for 11 days.
Cincinnati Bell considers this complaint closed.
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.
Executive Care
Cincinnati Bell Telephone