Star Office Supply

[redacted]
Revdex.com #[redacted]
Account # ###-###-####,[redacted]
 
Dear [redacted],
 
We have received and reviewed your Cincinnati Bell Account # ###-###-####,[redacted]; and the repair issues you are having.  I apologize for any inconvenience this may have caused you.  We are showing...

credits were added to your account total of $171.25 for your issues, your account shows that credit amount.    Cincinnati Bell will not be able to provide any additional credits. 
We are also showing a Cincinnati Bell technician came out to your location on 03/25/15 and repaired all issues you were having with your Static IP.
If you need additional assistance please contact Cincinnati Bell repair at ###-###-####.
It is never Cincinnati Bell’s intention to upset or frustrate our customers.  On behalf of Cincinnati Bell, I apologize for any inconvenience this may have caused you.
 
Thank you,
 
[redacted]
Executive Care
Cincinnati Bell

June 2, 2016
[redacted]

RE: CBT Account – [redacted]
Cincinnati Bell is responding to the rebuttal that was filed with the Revdex.com regarding the final bill.
After reviewing the notes on the account the final bill has not been issued yet.
Cincinnati Bell terms and conditions state the following in regards to prorating service:
This information is included in the Welcome Guide that pertains to both Fioptics Internet and TV service.
CANCELLATION BILLING POLICY
Cincinnati Bell may suspend and/or disconnect service for nonpayment of undisputed monthly service charges that are not paid in full by the due date shown on the bill. Cincinnati Bell will provide customer with a minimum of ten (10) days advance, written notice of a disconnection of all or part of the Subscriber’s service, except where disconnection has been requested by the Subscriber, is necessary to prevent theft of service, or is necessary to reduce or prevent signal leakage as described by 47 CFR §76.61. Cincinnati Bell will not disconnect all or part of a Subscriber’s service for nonpayment until the bill is at least forty five (45) days past due.
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.
Cincinnati Bell considers this complaint closed.
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

February 16, 2016
[redacted]
RE: ###-###-####, [redacted]
Cincinnati Bell is responding to your Better Business
Rebuttal.
Cincinnati Bell’s position stands. No further credits are
applicable at this time.
Cincinnati Bell considers this complaint closed.
Megan
Executive Care Center
Cincinnati Bell Telephone

February 18, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your RevDex.com Complaint.
I have reviewed your billing over the course of the past
several months. It...

appears you had promotions that expired both in November and
December. Prior to November you were receiving nearly $100 in new customer promotions.
It is important to keep in mind that promotions are not permanent pricing and
are meant to last through an introductory period. Once promotions expire
standard pricing applies.
Our records indicate that you contacted our Customer
Service department on December 22, 2015. Our representative placed you on the
best available current promotions. As a courtesy the representative prorated
all of your new promotions back to November 8, 2015. You received a backdated
credit for these new promotions on your January bill for 59 days spanning from
November 8, 2015 through January 6, 2016. This credit totaled $133.71.
You have been carrying a past due balance since November
2015. This is due to the fact that no payment was made on your November bill
until late December. As noted in your complaint, you were unaware that your
promotions had expired at this point, and were confused as to why your bill had
gone up. For this reason, I waived your late payment fee of $8.95 for November’s
bill as you had not yet had a chance to speak with our representatives as you
were out of town. When the November bill was paid the payment amount was for
$120 on December 28th. This was $53.72 less than your total amount
due for November, which generated the carryover amount you are referring to.
As mentioned, we credited your new promotions back to November
8th and I waived your November late payment fee as a courtesy, as
you were out of town. I am showing no further credits due regarding this
matter.
For your reference, your current charges are as follows:
Fioptics Preferred TV                     $54.99
2 HD Receivers                                  $15.98
30 Megabyte Internet                    $39.99
Wireless Networking                     $7.99
HomePak Advantage Telephone              $5.00
You receive a $10 bundle discount. You are also receiving
a $10 promotion on your Fioptics Preferred TV package, $30 promotion on your 30
Megabyte Internet, and a $27 promotion on your HomePak Advantage Telephone.
These promotions total $67 and are active through December 22, 2016.
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

August 23, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com rebuttal.
Per our conversation yesterday I have placed disconnect order [redacted] on your account with due date 8/29/16. I was also sure to update your billing address to [redacted] as requested.
As a courtesy since you have been experiencing speed issues and Cincinnati Bell wasn’t able to dispatch a repair technician before your move out of state I have backdated the billing to the cycle date 8/17/16. Please disregard the current amount due of $97.92 and I will follow up with your final bill printing 9/17/16 to make sure everything is correct.
Please make sure to return your Cincinnati Bell modem, set top boxes, remote controls, and all power cords to avoid billing for unreturned equipment. I have emailed a receipt for the disconnect order that lists out the equipment which needs to be returned to [redacted].  If you have any further questions please contact me at ###-###-####.
Once again on behalf of Cincinnati Bell I apologize for any inconvenience this matter has caused you.
Tina
Executive Care Agent
Cincinnati Bell Telephone

Customer indicated complaint resolved 6/27/16.

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.  In January I was quoted a set price and even asked if that price was good for 12 months, and the person on the phone stated that it indeed was good for 12 months.  In January I contacted Cincy Bell on the 19th, the 20th, and the 22nd.  On the 22nd, I was informed to "let it go" from Cincinnati Bell.  In February, I contacted Cincy Bell about my bill and the non-working phone.  I contacted them again 2 more times in February and 2 times in writing in March.  For my final bill, I want Cincinnati Bell to recognize the agreement they made and lower the final bill.  
Regards,
[redacted]

April 19, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com rebuttal.
I have researched your
account and spoken with Fioptics product managers. Whole Home DVR does not give
any customer anywhere on Cincinnati Bell’s Fioptics Network the capability to
pause live TV and resume it in another room. You would only have the capability
to pause a program that has already been recorded and then pick it up in
another room.
The advertisement you
attached to your rebuttal quotes, “Pause and rewind live TV, or pause TV and
resume it in another room. It does not specify pause “live” TV to resume in
another room.
Fioptics product managers
have however advised there are certain functional differences in the [redacted]
network that may cause your experience with Whole Home DVR to not meet your
expectations. Therefore, l rated Whole Home DVR $0.00 on your account for 12
months. The regular price of this service is $19.99 per month. After 12 months
you have the option to cancel the DVR product or switch it to regular DVR
service.
Cincinnati Bell’s
promotional period will not be extended to 3 years on your account. All of
Cincinnati Bell’s promotional periods end at 12 months.
Your concerns have already
reached the highest level of customer service in Cincinnati Bell’s Executive
Care group. I apologize if someone misinformed you regarding Brandy’s position
within the organization and I will have the incident looked into for coaching.
Once again on behalf of
Cincinnati Bell I apologize for any inconvenience or frustration you have
experienced in the upgrade of your services.
Cincinnati Bell is closing
this complaint with the Revdex.com.
Tina
Executive Care Agent
Cincinnati Bell Telephone

October 27, 2016
[redacted] *
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Cincinnati Bell’s Fioptics network is constantly expanding to include many neighborhoods in [redacted], including...

several regions of [redacted]. However, I do not see your particular address scheduled for a Fioptics upgrade in the immediate future. You are qualified for up to 10 megabytes per-second internet speeds. It is important to note that speeds are not guaranteed. This means that the highest speed you will receive at your address will be 10 megabytes per-second.
Per the “Question/Complaint Procedures” section printed at the bottom of your bill, you have 60 days to dispute your billed amount if you feel you were billed in error, otherwise all charges are deemed applicable and valid.
Per our records, our technician was out to your home on October 2, 2015 and was able to train your speeds at 7 megabytes per-second, which is considered an acceptable speed. We did not receive another call regarding your speeds until May 6, 2016. It appears that the speed issue was resolved during that call. Cincinnati Bell has no further records of any calls being placed regarding your internet speeds in the past five months.
If you have trouble with your internet speeds, Cincinnati Bell urges you contact our Technical Support department for troubleshooting as soon as the problem arises. This allows us to troubleshoot the issue promptly and adjust your bill in accordance with the dates you were affected. The number to our [redacted] Technical Support department is ###-###-####.
It is never Cincinnati Bell’s intention to upset or frustrate our customers. I apologize if we have done so in this matter.
Megan
Executive Care Center
Cincinnati Bell Telephone

Please provide the account number or phone number and we will investigate this for you.

Dear [redacted], Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your account.   After looking into your account, I found that your service was extensively repaired on 11/27/16, a few days after you had submitted your complaint. I was able to see that you had repeated issues at your residence over the course of November, so hopefully this most recent repair visit resolves any issues with your service moving forward.  I understand that you are unhappy with our customer service being outsourced; it was a corporate decision to outsource the call center and all of the representatives have been given the proper training and information needed to assist our customers with a variety of issues.  Cincinnati Bell is currently in the process of bringing some of our customer service force back to the US by working with [redacted], a company based in Hamilton, OH. At this time, we have a process in place that will allow you to request a representative at the Hamilton, OH call center if you are having a language barrier issue with an outsourced customer service representative.  I see that a courtesy credit of $66.50 has been placed on your account for the inconvenience you have experienced over the last month. You expressed in your complaint that you felt this amount was not enough, however, this amount is more than double what you pay for your Internet service monthly. After investigation, we feel that this credit amount is more than adequate for the issues you experienced in November. 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.Josh Executive Care Representative Cincinnati Bell Telephone

According to our records you are eligible for 50 mbps. I can have it installed on 11-16-17 between 8-12 under order # [redacted]. I was able to give you a 1 year promotional rate that will lower your bill from the current amount by $12.00. Your monthly charges are going to be $44.11 , which is a...

difference of $-12.00
Your monthly charges include estimated taxes and fees of $1.14.
This will take care of the speed issue and the pricing issue.
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.
Please call ###-###-#### and give them the order # if you do not want to proceed with the order.
At this time this is the only option that we have to resolve your issues.
I have emailed a receipt to you at [redacted]
Thanks,
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.
The person I spoke with in January said the price of $67 + taxes would last 12 months. Cincinnati Bell has now started calling me and harassing me on the phone. When asked to speak to a supervisor or someone without an accent, was hung up upon. Just by stating you think it's closed does not make it so. [redacted] considers this case unresolved. 
Regards,
[redacted]

November 3, 2015
[redacted]
[redacted]
[redacted]  [redacted]
RE: ###-###-####
Cincinnati Bell is
responding to your Revdex.com rebuttal concerning your monthly charges.
I apologize for any
inconvenience this may have caused.
I have reviewed your bill
dated October 22nd and found that you were still being billed for a
set top box that you were told would be rated zero for 12 months.
I have made the necessary
correction and your new monthly charges going forward will be $122.73.  Your services come to $104.97 plus taxes and
fees of $17.76.  Total $122.73.
Your promotions will not
expire until 08-06-16.
Please feel free to
contact our billing office at ###-###-#### if you should have any additional
questions concerning these charges.
Sue
Executive Care Representative
Cincinnati Bell Telephone

December 23, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
This complaint has already been addressed by Cincinnati Bell’s Regulatory Department. The only reported incident...

in the last 3 months was for internet service not working. Issues regarding the internet service were reported on 12/1 and were resolved on 12/5 at 12:29 p.m. A representative from Executive Care attempted to reach you to verify this and left a message on 12/5, but received no callback.
Your account has been disconnected 3 times for non-payment of services since September. Services were denied for non-payment on 9/21 and restored the same day when payment was made, denied for non-payment on 11/1 and restored the same day when payment was made, and denied for non-payment on 11/21 and restored on 11/22 when payment was made. Therefore, all reconnection fees and late fees are valid.
Per our records you set up a payment arrangement with the Collections Department on Wednesday 12/21. The agreed upon arrangement was for payment of the full past due balance of $163.39 to be made on 12/29/16.
If you have any further questions or concerns regarding your account you can contact the Residential Office at ###-###-####.
It is never Cincinnati Bell’s intention to confuse 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

Customer called 7/27/15 to advise that Cincinnati Bell has made arrangements to remove the tree in question and at this time he considers the matter to be resolved.

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 is claiming that they installed the agreed upon services in full on 4/7/16, unfortunately this is not true. I was supposed to get internet service of 20 mbps, which I did have installed, in addition I was supposed to get home phone service with free long distance, which I did have installed, lastly I was supposed to have had the Elite cable package including whole house dvr system, this is not fully installed. As explained by the technician, who is the only person to explain this to me thus far, due to having a different platform than the rest of Cincinnati Bell (which helps to refute another statement made in the response by Cincinnati Bell to this complaint) the full array of services with whole house dvr is not available, only a portion of it. The technician installed the box yet I only have a portion of the services attributed to and described as on Cincinnati Bell's website. However, they are expecting me to pay for the full service, this hardly seems fair, it would be like buying a car but being told that you can only sit inside it and listen the radio but you can not drive it yet you must pay the full asking price of the car. This is absurd and a way to cheat the customer because the company does not feel like investing in bringing the [redacted] area up to speed with the rest of the company. This upgrade was offered in response to an offer I was made by [redacted] in order to change my service to them. I was told by the social media representative for Cincinnati Bell, Jonah, that Cincinnati Bell would match the offer although the highest internet capability they could offer was the 20 mbps as opposed to [redacted] who offered 30 mbps. I was also informed that the free movie channel I was offered by [redacted] could not be matched but that all other services would be matched to [redacted], this includes the whole house dvr, which [redacted] would ensure I would get the entire service associated with it. Never was there any mention of altered service nor was there any mention of needing to schedule a service technician to come out. I was simply emailed a confirmation stating that my upgrades would all be starting by 5:00pm on 4/6/16.In response to Cincinnati Bell's assertion regarding the restoration of service. It is apparent that they have not fully researched the issue or else they would see that their response does not accurately address the actual issue. The issue is not the the service does not get restored at all, in their words it may take up to 24-48 hours to be restored, it is that when the customer service operators are restoring it they do not put the correct code in for restoration and only a portion of the channels ever get restored until I have to call in multiple times to get them to do it correctly. They need to go back and review all of the call logs attributed to this matter, dating back nearly a year. This is not due to procedural issues or anything other than, in the installers words directly, neither the customer service operators in the Phillipines nor the ones in downtown Cincinnati have any clue how to take care of the [redacted] area since it is on a different platform. This is a training issue on Cincinnati Bell's part to ensure that their people know how to take care of the customers based on where they are located as opposed to assuming that the company services all of their areas in a cookie cutter manner. I have tried numerous times over the last year to reiterate this fact to the operators although they continuously choose to ignore this issue thus making the choice to not even pursue an issue that is known all too well to the technicians in the [redacted] area. They are making the active choice as a company to not only refuse to offer their full array of services to the [redacted] area but to also not address the issues that lie within the fact that their operators do not know how to correctly service this area either. To this representative's claim of restoration could take 24-48 hours, then I would like her to explain to me how it took a week to get my internet restored this last time? I had to call back after a week of no service, because again their team does not know how to properly restore services in [redacted], and have them turn my internet back on. Lastly, none of what I asked for as far as a resolution to this complaint was addressed much less agreed upon by Cincinnati Bell. I requested the full array of services that I agreed to and was given a confirmation for getting to be installed and it was not done (since the full array can not be done because of platform issues then there needs to be a mutually agreed upon substitution of a resolution). I requested that due to all of these issues and the fact that I have had to make an inordinate amount of phone calls and emails to Cincinnati Bell and that this all became a major stress related issue and since no one at Cincinnati Bell can seem to be competent enough to realize how to service the [redacted] area that I be given a period of 3 years at a mutually agreed to bundled price ( which needs to be addressed due to the previously stated issue of not having the full array of services that were agreed upon). Lastly, I have requested at numerous times to speak with the executive who is ultimately in charge of customer service for Cincinnati Bell, her name is Brandi Caldwell from what I was told by a customer service supervisor. I want to ensure that she is fully aware of the magnitude of service issues that exist along with the poor training that has resulted in the customer service team not being able to distinguish between the differences with the [redacted] area. Someone needs to address these issues so that residents of [redacted] may be able to get a quality level of service when calling in or having services restored or requesting upgrades or having general questions. She could benefit greatly from having a meeting with the [redacted] area technicians about the issues that they see first hand. But she also needs to experience or learn about the many challenges that [redacted] residents face when dealing with customer service. There is a significant training issue that obviously everyone else with Cincinnati Bell chooses to ignore. This complaint, unfortunately, is very far from being resolved and can not be resolved until this person who responded can actually look at the issue in full and not try to give some patented corporate stamped response to an issue that is not a corporate stamped issue. In addition, I would expect that my actual complaint be addressed versus how Cincinnati Bell chooses to view my complaint. I have emails to support what I have referenced as well as the fact that they can review the numerous call logs that should exist with my account. Granted this requires effort on their part but it could go a long way towards resolving an issue that is affecting numerous of their customers.
Regards,
[redacted]

The customer has not contacted our porting team to schedule an appointment. Thanks [redacted]Executive CareCincinnati Bell

I have left a message for the customer to call me regarding resolving this Revdex.com Complaint - ###-###-#### option *

[redacted]
Revdex.com #[redacted]
Account #[redacted]
 
Dear [redacted],
We have received and reviewed your additional concerns with your Cincinnati Bell account # [redacted]; and the issues you were having with your services. The history of your repair issue:
03/07/15 -Called Cincinnati Bell to report no internet or cable
03/08/15-Contruction has ticket in scheduled repair appointment for 03/09/15
03/08/15-Engineering contacted
03/09/15-Per customer no early access appointment due to he is not home from work this early and will need to keep later appointment
03/09/15-Appointment rescheduled due to construction has been notified additional equipment needed to repair issue.  Customer contacted
03/10/15-Customer contacted rescheduled appointment for 03/11/15
03/10/15-Per customer will be home after 5pm
03/11/15-Repair issue fixed
03/12/15-Customer contacted and advised issue fix and call if any other issues
Cincinnati Bell has issued all credits to your account.  Cincinnati Bell does not have to be in front of location to fix issues, we have central offices and poles in the area and our technicians may have been in a place near your location where you didn’t see them, however all work was completed and all adjustments have been given.
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