Star Office Supply

May 31, 2016
[redacted]
RE: [redacted]
Dear [redacted],
This letter is in response to the rebuttal that you filed with the Revdex.com regarding your internet service.
Our internet speeds are not guaranteed. Our terms and conditions that were in the last rebuttal still stand.
If you have any further issues with the internet please call ###-###-#### and technical support will be able to assist you.
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

Dear [redacted],Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your account. While Cincinnati Bell does strongly recommend you use our modem equipment, it is not a requirement. Most fiber-based Internet providers do require that you use...

their modem for Internet service, such as [redacted] and [redacted]. While it is true that some cable providers allow you to use your own "cable modem", this is very different from the modem required for Cincinnati Bell Internet service. Our modem uses a coax connection between the ONT and the router (using something called [redacted], which is quite different from cable modem signals). If you wish to use your own modem, please return the modem that Cincinnati Bell has provided you to any Cincinnati Bell retail store; a representative from the store should issue you a receipt for returning the equipment and another receipt for placing an order to remove the $7.99 modem fee from your account. Please keep in mind that if you choose to use your own modem, Cincinnati Bell will not be able to provide troubleshooting or technical support should an issue arise with your service. Consequently, we cannot guarantee Internet speeds in your home if you are using your own modem equipment. 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

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]

[redacted]
Revdex.com #[redacted]
Account #[redacted]
 
Dear [redacted]
 
We have received and reviewed your concerns with your Cincinnati Bell account # [redacted]; and the issues you have had with our service.  I apologize for any inconvenience this may have...

caused you.  I am showing services have been working and restored fully.  I have also sent for coaching and develop for reps due to not being able to speak to a manager when requested.  We have put your concerns in our Executive Database, where our Executives can view also to make a better experience for our customers. 
 
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.
 
Thanks
[redacted]
Executive 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.  The explanation from the company was confusing and self serving.  There was not a reason given as to why I have a multiple invoices over several months each with differing amounts.  The most recent invoice I have showed a credit amount of $29.72; yet I was sent a refund of $20.69.  How did the company come up with that amount?  I find the attention the company is giving my problem alarming.  Any company traded on the NYSE must have a complaint department, but I had to resort to notifying the Revdex.com to get any response at all from the company.  I'm beginning to think that this needs to be escalated to the Attorney General's office.
Regards,
[redacted]

Per our policy when a customer claims that we damaged there property they need to contact Core Risk at ###-###-####. This is handled by that group.
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

February 16, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]
Cincinnati Bell is responding to your Better Business
Rebuttal.
Cincinnati Bell’s position stands. Appropriate credits
have been issued, as well as a promotion. No further credits are applicable.
With this final response, Cincinnati Bell considers this
complaint closed.
Megan
Executive Care Center
Cincinnati Bell Telephone

January 19, 2016
[redacted] [redacted]...

[redacted]
                                        ...⇄
RE: CBT Account – ###-###-####,
[redacted]
Cincinnati Bell is
responding to the complaint that was filed with the Revdex.com
regarding the repair appointment 1-15-16.
After reviewing the notes
on the account the repair was complete and service is working.
Our appointment time
frames are scheduled in 4 hour increments. 
Sometimes that time needs to be adjusted due to extended time spent at
an earlier job. 
Cincinnati Bell does not
reimburse for loss of time.
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], and find that this resolution is satisfactory to me.  In addition, the work has been completed to my satisfaction. Thank you for quickly helping me resolve this issue!
Regards,
[redacted]

To Cincinnati Bell Customer service. Attached you will find a copy of your company’s written quote for me to switch from [redacted] to Cincinnati Bell and you will also find attached a copy of my most recent bill. I think the two documents are all that will be needed to prove my point and...

frustration with your company. This is the fourth month and it is the fourth month in a row that the bill has been overstated and I have had to call and spend hours on the phone getting it credited. I was assured by the rep, ERIC, that is it would be correct this month. It is once again about 70 dollars more than your written quote. I said at the time that I would take it to the Revdex.com if it was not correct. So I have. If you don’t get this right once and for all next time I will be sending the two documents to the CFPB and to the state attorney. This is beyond ridiculous and I really don’t see why I should continue my service one more day. Fix this once and for all!

Cincinnati Bell states in our terms and conditions that the monthly charge for service will not be prorated on the final bill. The customer is responsible for the full month of service.
Service was cancelled 5-8-17 and the billing cycle is from 5-1 to 5-31. In order not to be charged for the...

full month of service the disconnect would have had to be done before May 1st. The customer chatted with a rep on 5-2-17. Nothing can be done to prorate the service. The final bill is due.
Cincinnati Bell stands behind our terms and conditions. If the final bill is not paid it will get sent to an outside collection agency.
I have included the term and conditions.
Executive Care
Cincinnati Bell Telephone

July 13, 2015
 
[redacted]
 
RE: New Service Order [redacted]
 
Cincinnati Bell is responding to the complaint you filed with the Revdex.com concerning the due date for the new service you were...

establishing.
 
In reviewing the call between you and the agent, we found that the due date of July 10th should never have been offered.
 
Anytime Video and Internet are added, the due date has to be 5 to 7 days out.
 
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.
 
This complaint has been forwarded on for training and development purposes.
 
It is with our sincere regret that we were not able to resolve your issues before going with a different provider.
 
Please feel free to contact our office at ###-###-#### if you have any additional questions.
 
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 find that this resolution is satisfactory to me for my account (service charge/adjustment for 3 months) however I do still expect to see an improvement in the internet service and that Cincinnati Bell will send out the crews to fix the bigger underlying issues for the all the customers served by them in our community and in our area.  Fiber optics is still not a viable option for this side of [redacted] and until it is a viable option the company needs to take the necessary and appropriate steps to rectify the issues.
Regards,
[redacted]

Order [redacted] was issued 2-1-17 to cancel all service. The final bill will be sent out shortly.
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 considers this complaint closed.

August 19, 2016
[redacted],[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have reviewed your account and notes and I apologize for the internet issues you experienced on 8/15. Per our...

records you reported the outage just before 9 a.m. and verified services were back up during a follow-up call at 3 p.m.
I will have a supervisor in the Repair Department issue a credit for the day you spent without service and will personally follow up with you next week to verify the amount.
Per your account notes an equipment exchange ticket has already been created so you can go to one of our Cincinnati Bell retail stores to swap your modem. The closest retail store for you to visit will be our [redacted] location at [redacted].
I have also confirmed with product management if you wish to try a different model you can request to swap the ZTE modem/router for a Zyxel model at the store. Please remember to bring both the modem and power cord to complete the equipment exchange.
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.
Tina
Executive Care Agent
Cincinnati Bell Telephone

I still have not received the form Cincinnati Bell stated was sent to me. I've received other mail today, therefor, I do not accept the response.

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.
I will not accept anything from them until I actually start receiving paper bills.  I'm still asking for 6 mo of free service.  This disaster about how they can not figure out which system to read and delete an email to get paper bills instead is ridiculous. This comes on the heels of my June 2014 complaint about the following: had this same conversation over about 4 days for over 7 hours. Customer
service tells me to call Technical support...but they can not see the
same system or the same data. Technical SUpport said I needed a Moving Order to help me.Customer SErvice said the Moving Order is all Set to Go. Technical Support said they can't help me unless I call Customer Service and get a moving order.Customer Servicie said moving order is fine...not sure why they say it's a problem. THen I am trying to get a tech out and Technical Service says it's 3 days.Then
Customer Service says it's 1 day.  Then Technical Service calls back
and cancels it or something and says I don't have wire care since 1998. I Call Customer service they say yes I have wire care and have been paying for about 15 years.  THen I three way call everyone and record them - this took over 7 hours of my time. My
kid could not sleep here b/c she has special needs and I need a
landline phone.  THis was the most absurd experience and all I was doing
was moving my service. They
offshore their Technical Support and do not give them the same access
to the same computer system/files etc.  IT'S TOTALLY ABSURD ANY
CUSTOMER SHOULD BE IN BETWEEN TWO PEOPLE FIGHTING FROM THE SAME
CUSTOMER. $16 is not acceptable to me for HORRIBLE Customer SERVICE and 2 departments that can not figure out how to send paper bills to a customer.

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.   There was an inquiry on my credit that was confirmed by my bank. I have scanned and attached the documents for you to view. I am requesting a direct business phone number for the customer service representative of Cincinnati Bell who is handling this matter. 
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.   Typical response for a company that gives horrible customer service and all around horrible service to customers in their own city. I don't consider this matter closed and will never recommend this company or its services to anyone. I give Cincinnati Bell negative reviews all around as seen by how they resolve issues and treat their customers. Read the fine print I guess and hope you never need to use the customer service for technical related issues. 
Regards,
[redacted]

May 24, 2016
[redacted]
[redacted]...

[redacted]
RE: [redacted]
Dear [redacted],
This letter is in response to the complaint that you filed with the Revdex.com.
Per our records there are no plans to upgrade the current facilities in your area. Also there are no plans to install fioptics in your area within the next 12 months.
Due to the speed you are receiving I have rated your internet at 14.99 for the next 12 months.
Cincinnati Bell does not guarantee the speed of the internet please see our terms and conditions below:
8. Service Speed
ZoomTown and Fioptics Services come in a variety of speeds. 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. Cincinnati Bell does not guarantee that the Service, Equipment, or other equipment authorized by Cincinnati Bell for use in connection with the Service will perform at a particular speed, bandwidth, or data throughput rate, or will be uninterrupted, error-free, secure, or free of viruses, worms, disabling code or conditions, or the like. The speed measurement advertised by Cincinnati Bell refers to the Internet access speed provisioned to a subscriber on a per-line and not a per-device basis. 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, network, or other device; the number of computers or other devices in use in the customer’s home network; concurrent use of Internet access and a TV video on demand service, which consumes Internet access bandwidth; the means of connecting to the Cincinnati Bell network (e.g., the condition of the home’s inside wiring or the type and condition of WiFi router); the distance of the home from the Cincinnati Bell broadband network aggregation point or the type of Cincinnati Bell network facilities present in a given location; network congestion; and the performance of the content and application providers the consumer is accessing, as well as the performance of their respective host network(s).
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