Star Office Supply

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, I am still having issues with the internet. It is back up but iit turns off every few hours up to a few minutes then it comes back on. A Tech is coming to my house today to upgrade the speed to 30mbps and give me a HD Box.  Hopefully this fixes it.
Regards,
[redacted]

[redacted]
Revdex.com #[redacted]
Account ####-###-####,[redacted]
 
Dear [redacted],
 
We have received and reviewed your additional concerns with your Cincinnati Bell account # ###-###-####,[redacted]; and your monthly bill amount.  Cincinnati Bell will not be able to add old bundle back to the account due to being removed and no longer available.  Due to receiving a receipt with the breakdown of your monthly services and pricing you were aware of bundle receiving.  All information is the same Cincinnati Bell will not be able to give any credits, your account monthly balance is correct with your Fioptics service.
We are showing our outbound group did contact you about the Fiopics service and you agreed to switch and agreed to pricing on account.  Breakdown below:
Fioptics Internet: $30.00
Residential line and features: $17.00
Long Distance: $10.00
Bundle Rebate:$-5.00
Total: $52.00
Outside of bundle would be surcharges and taxes.
911 Charge: $0.12
Relay/TDD Service Surcharge: $0.02
Lifeline Recovery Surcharge: $0.08
Federal Access Charge: $5.29
Universal Service Fund: $0.89
Carrier Subscription/Admin Recovery Fee/Universal Service Fund 16.8%: $3.31
Taxes: $3.18
 
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. 
Cincinnati Bell considers this issue closed.
 
Thank you,
 
[redacted]
Executive Care
Cincinnati Bell

Dear [redacted], Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your account. After looking into the orders on your address, I was able to see that you were erroneously charged two separate deposits for Internet service. I have...

processed a refund of the deposit for service that was not activated ($50), and you should see that refunded to the credit card used to pay the deposit within the next 6-8 business days.  I looked into your previous account that is now under your ex-wife’s name; it appears that she called us on 01/09/16 to switch the account to her name and Social Security Number. She was able to fully verify your information on the account over the phone, and so the representative processed the order. Unfortunately, this representative did not follow up on this verification by actually speaking to you directly. I will be sending a message to this representative’s supervisor for coaching to prevent this moving forward. I do see notes on the account indicating that a representative advised you on 03/31/16 to go to a retail store to re-claim the account by showing ID in person, but it doesn’t appear that you were able to do so. At this point, since you have new service at a different address and the old account is now under your ex-wife’s name and Social Security Number, it is effectively out of your hands and should not have any effect on you or your credit moving forward.  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 for your business! Josh 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.   
No where do I feel like they have taken this complaint seriously or have reviewed any of their processes to avoid such frustration in the future
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 got a call from [redacted] with Cincinnati...

Bell. I was not made aware that she was calling in regards to this complaint. She told me that she has confirmed a service date for tomorrow, and confirmed the three free months I already had. A reason was not given on why there has been so many issues, a  formal apology was not given, my story wasn't even heard/addressed. I feel like this issue isn't being taken seriously, it's being brushed away. I don't think Cincinnati Bell knows how many issues have happened, and they aren't addressing them with me or the staff who created them.
Regards,
[redacted]

October 29, 2014
[redacted]
RE: [redacted]
Dear [redacted],
Cincinnati Bell has reviewed your account. Your account had a local service freeze on it. This is why your port out request could not be processed until you called Cincinnati Bell to remove...

this freeze. You called on 10-23-14 and an order was placed to remove the freeze that same day. The local service freeze is a feature that you would have added when you started service with Cincinnati Bell. This feature is added by the customer and is added as a protection so that other companies cannot switch customers without their authorization.
Your account is now locked and this indicates that a successful port out order is pending to switch to a new provider. 
You will receive a final bill from Cincinnati Bell in November. This bill will issue a credit on the landline outage. This credit will be applied back until October 20, 2014.
Cincinnati Bell appreciates your feedback and will document all of your concerns.
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

August 9, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your 2nd rebuttal concerning your final bill and property damages.
I have asked that Core Risk Management send me an update on your property damage claim. I asked that they contact you to resolve the complaint.
Again, per notes on your account from Justin on July 14th, all services were working fine after the visit. The problem was not Cincinnati Bell’s equipment, but your own personal router. Cincinnati Bell will not support equipment that is not provided by us.
The receipt showing a zero balance that you mentioned, was an invoice from the phone store where you returned your equipment. That was not your actual monthly bill. The remaining balance owing on the Final Bill is $31.69 and is due today.
Cincinnati Bell has waived all installation fees and applied a $35.00 courtesy credit. We do not feel any additional credits are warranted and consider this complaint to be resolved.
Sue
Executive Care Agent
Cincinnati Bell Telephone

July 10, 2015
 
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Revdex.com rebuttal.
 
I do apologize but in your last rebuttal it sounded like you wanted your number to be active with Cincinnati Bell.  That is why we dispatched another technician.
 
We were not aware of your port out order until after your last rebuttal.  The port out order is due for today and the number has to be active for the porting to take place.
 
I am having the order back dated to 06-25-14. This is the date the number change took place.  There is also a July bill that printed in the amount of $115.15 that I have requested to be wiped out.
 
Again, I apologize for any inconvenience and miscommunication.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

June 21, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Unfortunately, there is not a Fioptics build-out scheduled for your address in the near future. The speeds we are offering you...

are the best we have available at the current time. Our notes indicate that on March 14, 2016 our representative offered you $14.99 off of your Zoomtown speeds for one year, which you declined. I apologize, but Cincinnati Bell does not backdate credits or send refund checks for service from previous months.
I have placed a promotion on your account for $14.99 off for 12 months, the same which was offered to you in March. This promotion will run through June 20, 2017. This will put your current services at $33.99 before taxes and surcharges. This is our best current promotion.
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 find that this resolution is satisfactory to me, assuming that we do not receive any further invoices for services not received. 
Regards,
[redacted]

Per my conversation today with [redacted] I have agreed to waive the final bill and if there is a refund it will be mailed to her new address in **. Customer has my name and # if she has any additional issues.
Melissa
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.  Even though Cincinnati Bell has offered me a temporary number in order to make their service available to me, will the phone problem/breakage still be a problem? And just how long would it even be to bring in the temporary number and to make any repairs? I've got [redacted] on the phone right now telling me that they can do an Internet and telephone service for about the same price as Cincinnati Bell. And as far as I'm concerned, the trauma that's come about resulting from Cincinnati Bell not handling this professionally/properly has caused me to feel that the current bill should be credited and that we should part ways.I have never felt such grief regarding any bill for home utility of any sort. 
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]

Per my conversation with the customer 3-15-17 the final invoice has not printed. I will call the customer by April 14th to resolve the issue with a $.00 balance.
Thanks,
Melissa
###-###-#### [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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]No, I did not make any changes to my account - Cincinnati Bell is the one attempting to make changes to my account.  I have made zero changes to my account.  Cincinnati Bell made the internet a promotional rate after they took off the priced for life.  This argument clearly does not apply.The Cincinnati Bell response that I made changes to my account and the internet is a promotional rate is the same type of run around that I have been getting from Cincinnati Bell since I have attempted to get this issue resolved.Cincinnati Bell needs to restore my rates to the priced for life rates and restore my internet to high speed internet as it was under priced for life.  In addition, Cincinnati Bell needs to make factual statements and not make statements like the one that I have changed my account when that did not happen.

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.  
A technician did show up on July 3rd, he told me that he could not figure out the problem and decided to switch out routers just to see if it resolved the issue.  While he was still here and for a few hours after he left, my service was working excellent.  Then it quit working again.  This time it was a different problem, and I was not able to connect to the internet at all.  I called Cincinnati Bell back to try to resolve the issue on July 4th.  I spent 2 hours on the phone with them trying to resolve the problem.  At one time they got it working again, and then I once again was unable to connect to the internet.  It is still on and off, the woman I was speaking to last was in the middle of telling me that she was going to try to upgrade me to fioptics for no additional cost because they can't figure out the problem.  I was disconnected after talking to her for 2 hours and I'm still waiting to hear back from her. This is getting to be ridiculous.  I feel like I'm wasting my time. 
Regards,
[redacted]

January 28, 2016
[redacted]       
[redacted]
[redacted]  [redacted]
 
RE: [redacted]
Dear [redacted],
This letter is in response to the rebuttal that you filed with the
Revdex.com regarding Appointment time slots and equipment and
repair records.
Cincinnati Bell offers repair appointments in 4 hour
increments.  We give the customer a 4
hour window for the appointment.  The
time slots are (8-12) (12-4) (4-8).  We cannot
guarantee what time the tech will arrive so we cannot guarantee a customer a 4
o’clock appointment without having approval from the foreman.
Cincinnati Bell equipment is recycled and put back in circulation
so we cannot guarantee that a customer is going to receive brand new
equipment.    
Cincinnati Bell technician paper work is done electronically for
repair appointments.  We do not give any
paperwork to the customer.
All of our Cincinnati Bell employees have been trained and given
the tools needed to answer questions and resolve issues.  An employee would never intentionally give a
customer false information. 
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.
Cincinnati Bell considers this complaint closed.
Melissa 
Executive Care Representative
Cincinnati Bell Telephone

May 27, 2015
 
[redacted]
[redacted]
[redacted]
 
RE: CBT Account# ###-###-####, [redacted]
 
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning the $4.99 modem fee.  
 
Cincinnati Bell’s...

goal is to become closer aligned with our competitors. [redacted] currently charges $5.99 per month for a modem. The benefit of paying a monthly fee for the equipment is that you don’t have to worry if the modem breaks or stops working properly, we'll replace it, for no additional fees. If the equipment becomes obsolete in the market, we will also replace it.”
 
"Cincinnati Bell requires our customers to use the modem provided by Cincinnati Bell. This is to ensure you get the speeds we can deliver and also allows us to troubleshoot the modems configured to work on our network. 
At one time, Cincinnati Bell charged a one-time fee of $50 when you signed up for service, however this fee was to have the installer set up wireless networking in your home.  It was not a charge to actually purchase the modem.  The modem is property of Cincinnati Bell, and must be returned if you cancel service.  The monthly fee is a rental fee for the equipment.  I apologize for the confusion.
 
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.  They have made no offer in making it right. Telling me I can call to pay regular price after one of their people made a different offer & lied to us is basically just a kick in the teeth and just one more example of a large companies greediness & unwillingness to work with their customers. Shows they are pushing theur weight around & do not care about customer service at all. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].When I will get credit? I have been waiting for it for 3 month. 
Regards,
[redacted]