Star Office Supply

I have received a rebuttal from this customer. He states in his response that Cincinnati Bell contacted him during work hours. This is inaccurate. I spoke with him on 2/8/16 around 2:30 PM and he requested a technical support specialist reach out to him a half hour later. He assured me he would be at his residence. I contacted our Technical Support manager and scheduled a callback during his requested time. They attempted to reach him several times and he did not answer. They then ran a speed test and found his speeds to be trained at 15.93 megabytes per second. We did not simply reach out to him randomly during work hours, he requested this time personally with me and assured me he would be available.I reached out to him today as well to schedule a time for a Technical Support specialist to contact him with no contact. We have attempted to reach him several times on February 8th, 9th, and today on the 11th. He is not answering the phone for me or our technical specialists or responding to our messages.Per our previous conversation, at this point I would ask that the complaint be closed. I will respond and advise the customer to reach out to our technical support department through conventional methods at his own convenience due to our inability to reach him during scheduled callbacks.Thank you,MeganExecutive Care RepresentativeCincinnati Bell's Executive Office

May 7, 2015
 
[redacted] [redacted]
 
RE: Deposit for CBT order [redacted]
 
I am responding to the Revdex.com complaint that you filed regarding the $100.00 deposit for an order that was cancelled.  I have found the order relating to the...

deposit and refund checks were issued on this account in increments of $50.00 on 4-14-15 please see below:
 
[redacted] File Date: 04132015    Check Date: 04142015    Check Number: [redacted]    Transaction Code: DF    Description: REFUND REQUEST- Payee Name: [redacted]    Payee Address: [redacted]        [redacted]    Refund Amount: $50.00
 
[redacted] File Date: 04132015    Check Date: 04142015    Check Number: [redacted]    Transaction Coded    Description: REFUND REQUEST- Payee Name: [redacted]    Payee Address: [redacted]        [redacted]    Refund Amount: $50.00
 
Since you never received the 2 checks I have sent through an investigation to see if the checks have been cashed.  That step has to take place before I am able to have new checks issued.  I also checked on having the money credited back to the credit card that you and I discussed today.  I am unable to do that since it has been over 30 days.  I will have the checks mailed back out as soon as I can get them issued.
 
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

August 3, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have reviewed your account and billing and I apologize for any confusion. The bill dated 7/25/16 is for long...

distance only. Long Distance is billed in arrears, and dependent upon the long distance service billing cycle and the account disconnection date a separate long distance bill will sometimes generate after the account’s final bill of service.
In your case the Cincinnati Bell account was disconnected on 6/10/16. Your long distance billing cycle also started on the 10th of every month. That’s why this bill dated 7/25 shows only 4 minutes of long distance usage. It was disconnected only one day into the long distance billing cycle.
As a courtesy for the confusion I have already adjusted the charges on the bill and the account balance is now $0 and in a closed status. If you have any further questions or concerns regarding the account or balance you can reach the Billing Department at ###-###-####
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

July 19, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####
Cincinnati Bell is responding to your Revdex.com Rebuttal concerning your FiOptics pricing.
Again, I apologize, but Cincinnati Bell has never offered promotional pricing indefinitely.
I could not find anything on the work order indicating that the promotions were indefinite.
Per your attached letter, you stated that the price would not increase for (12) months.
Our sales representatives are trained to be very clear about the promotional pricing expiring after 12 months.
I will forward your complaint on to Jeff P. for training and development purposes.
If you call the number I provided in my original response, you will have to ask for the Retention Department. We now have trained on shore representatives in our Hamilton office that will assist you.
It is never our intention to mislead our customers in any way. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
Sue
Executive Care Agent
Cincinnati Bell Telephone

[redacted]   [redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your complaint filed with the Revdex.com concerning expired promotions.
 
In reviewing your account, I found that you had contacted a customer...

service agent thru the chat line and had your promotions extended for another 12 months. 
 
Cincinnati Bell has never offered promotions for any period longer than 12 months.
 
I apologize if you were given incorrect information.  Your complaint will be forwarded on for training and development purposes.
 
Please feel free to contact us is you have additional questions or concerns.
 
Cincinnati Bell is considering this complaint to be resolved.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

February 5, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
                       
Cincinnati Bell is responding to your...

RevDex.com dispute.
Per our phone conversation, I have reached out to our
Engineering department. An engineer was out to your home this morning and the
issue was fixed with your line. You should be hearing from one of our
representatives, either Tracy or Amanda, in the near future to schedule an
appointment to complete your install.
It is not acceptable for representatives to fail to
follow up with our customers in a timely manner. The representatives who did so
will be contacted for coaching. 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

December 30, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have reviewed your account and I apologize your internet service went down after you placed order [redacted] to drop...

your home phone and upgrade internet service.
Per our phone conversations I have escalated this incident and our field team was able to push your order due date from 1/4/17 to today 12/29/16. The installer will arrive this afternoon between the hours of noon-4 p.m.
I will reach out to you on Tuesday 1/3/17 to follow up on your installation. If you have any questions or concerns before then you can reach me directly at ###-###-####. If I am not in the office please leave a voicemail and I will return your call when I return to the office next week. Cincinnati Bell appreciates your business and your patience in allowing us to resolve your service issue.
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

Per the repair department this complaint has been resolved a repair credit of $24.76 was applied on 5-8-17. Cincinnati Bell considers this complaint resolved and closed.
Executive Care Rep
Cincinnati Bell Telephone

Our process and policy at CBT is if someone calls in to cancel their service our retention team tries to save the customer. The representatives were just following our retention policy. Promotions can only be added on the account for twelve months at a time that is why your promos were set to...

expire on the account that you canceled - 513-101-3348, 440 effective 2-22-18. The new policy that you activated ###-###-####, [redacted] on 3-12-18 you were given new customer pricing. The advertisement at the store is 79.99 + taxes and fees. Our Fioptics service does require a set top box and boxes are $7.99 each per tv. We do not offer an app on the smart tv that allows you to access the service without a box. We do let customers know that our services are plus taxes equipment and fees. If you would like to reach the President’s office we do have a mailing address to send a letter. Cincinnati Bell
PO Box 693 Cincinnati, OH 45201.
 Executive Care Representative
Cincinnati Bell Telephone

April 5, 2016
[redacted].
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com complaint regarding your final bill.
Cincinnati Bell’s premium
services final billing policy is...

covered in the General Terms and Conditions as
follows:
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.
Per our records the representative
you spoke with yesterday 4/4/16 advised you of this policy and adjusted your
bill for the $8.95 late fee as a courtesy.
Your final balance due is
now $124.68.
If you have any further
questions or would like to make payment you can reach customer service 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

I have received confirmation from the Business Manager that this issue has been resolved. Please advise if this is not correct.

May 26, 2015
 
[redacted]
 
RE: CBT Account - Fioptics
 
I am responding to the Revdex.com complaint that you filed regarding installation on your service. 
Per our conversation the service is being installed today, the issue with the order...

was the outside equipment. 
 
I have also credited the equipment on account #[redacted] so there is a zero balance.
 
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 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.   I feel in order to protect my interest in this matter that the work needs to be completed 100% as well as billing credit resolved to my satisfaction.  If Cincinnati Bell is able to do as they stated I would consider the complaint closed and continue to use Cincinnati Bell as my service provider moving forward.  Once everything is confirmed complete please reply to this response and I will happily close the complaint.Regards,[redacted]

February 17, 2015
[redacted]
 
RE: [redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your account.  Our records indicate that several technicians have been to your location and you are receiving the...

best possible speeds for your area.  You have Zoomtown internet which offers speeds up to 5Mbps.Cincinnati Bell does not guarantee internet speeds. This policy is explained online at cincinnatibell.com
 
8. Service Speed
ZoomTown and Fioptics Services come in a variety of speeds. Cincinnati Bell does not guarantee the speed of the Service. The availability of some service speeds may depend on the location of facilities in your neighborhood and on your street. Not all service speeds are available in all areas. The actual speed realized by the subscriber may vary based on a variety of factors including, but not limited to: the capabilities or limitations of the customer’s computer or other device; the number of computers or other devices in use in the customer’s home network; the means of connecting to the Cincinnati Bell network (e.g., the condition of the home’s inside wire or the type and condition of WiFi router); the distance of the home from the Cincinnati Bell broadband network aggregation point; and the performance of the content and application providers the consumer is accessing as well as their host network.
 
You are currently receiving an additional $10.00 off your standard Zoomtown rate.
 
Cincinnati Bell is working to upgrade all areas to our Fioptic internet service. Unfortunately, at this time your area is not on the list to upgrade to Fioptics .Our sales representatives will notify you when Fioptics is available in your area.
 
You may contact our technical support group with any others concerns at ###-###-####(HELP).
 
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.  Not trying to be a pest, but this is the same response I received all day on the 27th. They understand my issue and are sorry, but nothing was done and the problem was pushed to the 28th. As I told the CS Rep, the installation wasn't completed until 630PM. I told Cincy Bell the install needed to be done by 3. The 27th was my anniversary AND my sons birthday. I pushed everything from the 27th to the 28th and once again, as I told them I had to again push both events/celebrations back. There is a difference between understanding and making the situation right. Cincy Bell hasn't made the situation right, thats the frustrating piece. 
Regards,
[redacted]

February 10, 2015
 
[redacted]
[redacted]
[redacted], [redacted]
 
RE: CBW ACCOUNT#[redacted]
 
Cincinnati Bell is responding to the rebuttal that was filed with the Revdex.com concerning your wireless past due account.
 
According to our records the balances that we billed and the payments are correct.  I have checked with accounting and there are no payments for this account other than the payments I referred to on the Revdex.com response.  If you have copies from your financial institution we will be glad to do a payment investigation. 
 
You are going to need to provide front and back copies of checks or bank statements showing payments that you say were made.  We have no way to do a payment search without that information. 
 
The charges are correct you had a past due balance before you cancelled.  The past due amount needs to be paid this was for services that were rendered to you.  The charges that were never paid are for the dates of 8-21-14 to 9-20-14.
 
Cincinnati Bell is showing that you do owe this amount and we stand behind that decision and collection activity will continue unless you are able to show us copies of payments that were made.
 
[redacted] Bell considers this complaint closed and balances due as billed.
                               
It is never [redacted] 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 Representative
[redacted] Bell Telephone

August 24, 2015
 
 
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your RevDex.com complaint.
 
There was an outage in the [redacted] area due...

to
a cable cut. The majority of customers who were involved in this outage have
had their services restored. If you are still experiencing issues please call
###-###-#### to speak to Fioptics Repair.
 
A customer service representative you spoke with on
8/19/15 issued a $41.87 credit to your account for your inconvenience due to
this outage. An additional $50 credit has also been issued to your account on
8/21/15.
 
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

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 not sure that I understand "settled". Also why did you contact [redacted] when the case was with [redacted]?
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.  However, we were told by Cincinnati Bell reps that we had called 4-5 times regarding the issue, not one time as the letter indicates.
Regards,
[redacted]

July 24, 2015
 
 
 
[redacted]
[redacted]
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I have reviewed your account and have found the discrepancy in your...

bundle pricing. It is noted that your original order was missing a 3rd box that would have been free for the 1st year or service. Once that box was added you began being charged the $5.99 monthly service fee for the additional set top box.
 
Per our phone conversation when representative’s thought they had resolved this issue for you there was a system error that was keeping the 3rd box from receiving the discount offered.
 
I have already corrected this error and the monthly service fee for your bundle is now $95.30 before taxes.
 
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