Star Office Supply

February 4, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Complaint.
I have reviewed your account regarding the remaining
balance being disputed in this complaint....

It appears your entire balance was
not due to Cincinnati Bell Wireless charges. You also had an unpaid Zoomtown
internet service balance. Our notes did not indicate you owe $800, per your
complaint.
Our records show that you have recently been in contact
with our Collections department on February 1, 2016. Your total balance due was
$543.41. We agreed to waive your Early Termination Fee of $265, putting your
balance at $278.41. On this call our records indicate that you agreed to pay
the remaining balance of $278.41 for your usage, once the Early Termination Fee
was removed. We have processed the credit of $265. As of February 4, 2016 we
have not yet received your payment of $278.41 for the remaining balance.
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

Please provide the Cincinnati Bell account number for assistance.Thank you!

December 20, 2016
[redacted]
RE: ###-###-####, [redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
Cincinnati Bell’s internet service has two price components; a monthly service fee and a modem fee. The modem fee is listed...

on Cincinnati Bell’s website and was included on the receipt emailed to [email protected].
The Terms and Conditions for Cincinnati Bell’s internet service contain a list of the Cincinnati Bell provided hardware and software that a Customer’s network must include in order to receive Cincinnati Bell’s internet service. The modem that is provided by Cincinnati Bell is the only hardware fully tested for our network and the only equipment fully supported by Cincinnati Bell. If the modem stops working, Cincinnati Bell will replace it at no additional cost. Plus, Cincinnati Bell offers 24x7 technical support for all Cincinnati Bell provided equipment. Many of the retail modems available in the market are not compatible with Cincinnati Bell’s internet and video service, and, if connected, will significantly degrade your experience or even render the service inoperable.
However, if you choose to use a non-CBT provided modem, you can return the modem that Cincinnati Bell has provided to any Cincinnati Bell retail store; a representative from the store will issue one receipt for returning the equipment and another receipt for the placing of an order to remove the $7.99 modem fee from your account.
It is important for you to understand that should you decide to use a non-CBT provided modem, Cincinnati Bell will not be able to provide helpdesk or remote troubleshooting of that device, and will not be able to guarantee that the device will work with our service. Also, there may be additional charges for technical support associated with a non-CBT provided modem.
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.
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 find that this resolution is satisfactory to me.  They came out finally to repair the issue. I am happy with the outcome and will continue to use Cincinnati Bell as my internet provider.
Regards,
[redacted]

Revdex.com:
I have reviewed the response to my complaint ID  [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The charges for the service is valid. The Early Termination Fees were waived when the service was canceled because it had just renewed a few weeks prior.

May 3, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have reviewed your account and notes. Your original port request was sent from your new provider on 12/16/15 with...

a requested due date of 12/23/15. Notification to cancel this request was not received until 12/24/15. If the new provider would have sent a request before the due date on the original port order your services would not have went down with Cincinnati Bell.
Per our records your services with Cincinnati Bell were restored on 12/24/15. A new port request was then received on 12/31/15 with a requested due date of 1/6/16. Your Cincinnati Bell services were cancelled on 1/6/16.
Your equipment was returned on 1/11/16 and on the same date you were given a courtesy adjustment of $32.29.
Your final bill printed on 2/2/16 and the billing was prorated back to cancellation date 1/6/16. Per our records this amount was not settled until 4/4/16.
I have verified with the Collections Supervisor Receivables Performance Management has been notified your bill has been paid in full. Per the notes on your account you spoke with a Collections representative on 5/2/16 who also verified your account has been paid in full and it can take up to 30 days for the collection agency to update their files.
Your final bill under account # ###-###-####,[redacted] has been settled. The account is closed and no further balance is owed.
The porting issues you experienced were not due to Cincinnati Bell error therefore no further adjustments or refunds are applicable.
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.
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.  
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.   
Wow - in that response it says that Cincinnati Bell does not guarantee the speed of the internet.  That means they could provide me with any speed without regard to the level that I am paying for.  That would be nice to know before purchasing.  I will be changing providers once I work out the details with another provider.  I believe that they are in error, because if there is no minimum guaranteed speed, why would you ever sign up with that provider. I am sure many would like to read that response prior to signing up with Cincinnati Ball.
Regards,
[redacted]

October 11, 2016
[redacted]
RE: ###-###-####, [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Upon reviewing your account it appears a sales receipt was sent to the email address [redacted] on...

4/19/2016 quoting your services at $103.33 before taxes and surcharges. This included a one-time charge of $36.82 for pro-rated charges. This was for services between the dates of April 27 through May 19th. Our records indicate courtesy adjustments were placed on your account in both July and September due to billing disputes.
It appears changes to your services were made on 9/8/2016 through our representative Danielle. This brought your bundle total to $112.36 before taxes and surcharges. These services include: HomePak Advantage telephone service including unlimited long-distance, Fioptics Internet and modem, Fioptics Elite Television, 2 HD boxes, 1 HD-DVR Box, and DVR service. All boxes are currently under a promotion, rated at zero. You’re receiving a $10 bundle rebate, as well as $86.99 in promotions.

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

Due to the increase demand in the Call Before You Dig service, Cincinnati Bell did find it necessary to implement a monthly surcharge of $0.36 to offset the costs involved in service This surcharge will cover anytime Cincinnati Bell has to go out and locate a line."
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 resolved and closed.
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. 
Regards,
[redacted]
I don't agree with them but there a big company and no matter what any body tries they never win they are never wrong like laying off workers and out source overseas people use to talk to CB but no more because they don't about the people all they want is to fill there pockets with more money see they said that on there end it is settled You can't talk to people like they are there never wrong no matter what.

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]

February 23, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Rebuttal.
The Executive Office contacted you directly on three
occasions. I personally attempted to reach you today, on February 23, 2016, as
well as February 18th and February 19th to discuss our
modem policy, as well as to discuss the original modem we provided to you. On
each voicemail I left the direct number to the Executive Office.
As mentioned in my previous response, Cincinnati Bell
requires our customers to use the modem we provide to ensure the best possible
speeds. You have the option to attach your own wireless router to our wired
modem, if you would like. We have no record of you returning your original
equipment that we provided to you. This equipment is what you are being charged
for. We provide this equipment to all customers, per our modem policy.
I reviewed your bills thoroughly. Over the past several
years we advised you of price increases on your January 25, 2014 bill, November
25, 2015 bill, and December 25, 2015 bill. I verified that this was included on
all of your bills, prior to any price increase you were affected by. You can
find this under the “Important Customer News” section at the bottom of your
bill, which is below your payment due date.
Cincinnati Bell’s position stands on this policy. 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

April 14, 2015
 
 
 
[redacted]
[redacted]
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I have reviewed your account and tech notes. Per our records you reported internet...

issues on both 11/14/14 and 11/15/14. A repair technician was sent to your residence on 11/18/14 and your ticket was closed as resolved.
 
A senior Repair Supervisor has issued a credit of $14.50 to your account for the four days of service interruption.  Cincinnati Bell has no other record of reported service issues on your account.
 
The credit that has been issued brings your current amount due to $292.05. Your account is currently in a cancelled status.
 
The final bill for your account has charges for an unreturned modem and power cable. If you return this modem and power cable to any of our Cincinnati Bell retail locations the $120 charge for this equipment would be adjusted as well.
 
If you have any further questions regarding your final bill or you would like to settle this account you can contact the Billing Department at ###-###-####.
 
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 Agent
Cincinnati Bell Telephone

[redacted] per our conversation a technician is scheduled for 7-3-17. I have issued a one month credit to your account $42.54. I have emailed you a copy of the work around for the errors that you are getting. I hope this resolves your complaint. I will be following up with you when I return to the...

office on 7-10-17.
Thanks,
Executive Care
Cincinnati Bell Telephone

February 18, 2015
 
[redacted]
[redacted]
[redacted]
 
RE: [redacted]
Dear [redacted],
Cincinnati Bell has reviewed your rebuttal. The modem fee is a bill increase that all customers have incurred. Your feedback has been documented and is reviewed by our Executives weekly. Cincinnati Bell considers this complaint closed since there is no new information.
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.  In the message recieved from cincinnati bell on January 27th below, Dear [redacted],We do apologize for any confusion in this matter. Your services are currently ran from the [redacted] wirecenter. Until some upgrade are made in available port, Cincinnati Bell is not current accepting new service order for Fioptics nor Internet service. At this time, Cincinnati Bell does not foresee an availability this quarter. We do apologize if you were told otherwise. Sincerely,Cincinnati Bell's Internet Contact CenterIt is not, in fact,  that availablity is an issue, it is that the port must be updated. Their response has been rejected since the previous owners disconnected service (making a port available) only a few days before I requested service. It seems to me they are unwilling to invest in updating the port, hence making it "unavailable" in their eyes which is entirely unacceptable. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11441751, 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]  On Monday I signed onto my account and my balance showed as $0 owed.  Today I signed on and you have the $113.06 back on there.  You have left me no choice but to contact my attorney to try and resolve this.  I am not paying for a service that I cancelled.  You stated you have no record of me calling or emailing to cancel this service.  You probably don't have any records since you can't seem to keep anything straight.  This is absolutely infuriating.  Now your collectors are calling again after I specifically told them I did not want to receive any more phone calls.  I have requested proof from them also but they can't seem to provide that.  I am sending an email to my attorney today.  His name is Ed Massey, you should hear from him shortly.

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.   
You are going to fix it someday later is not an adequate way to address my problem.  In addition, you sent me an email the following day stating I still owe the bill I had just paid the day before.  I'm sorry, but are you not a telecommunications company?  Can you not communicate with your own payment department before sending out a repeat bill reminder?  Also, I am filing another Revdex.com complaint now because you charged me a $9 late fee on an $11 balance.   In addition, my wifi goes in and out all the time and your service is unreliable. 
Regards,   [redacted]