Star Office Supply

Per our records you placed an order with [redacted] for internet service with CBT. We issued the order and left you two phone messages and sent you an email. With the order it was set as a self install so no installer needed that is why a modem was shipped to you. I have cancelled the account and dated...

back to the date the service was installed. An email receipt was sent to your email: [redacted] 
You will need to return the modem to our Cincinnati Bell retail store so that you are not charged the equipment fee.
Once the order processes a refund will get sent out. It can take up to 30 days for the account to go final and the refund to be mailed. Hopefully it will be sooner than that. The order # is [redacted].
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.
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.  
As far as no calls threatening to cancel...you are correct, there were no calls.  There were however emails stating problems back and forth with Aaron C. [redacted], and also his supervisor.  And in those emails I told them that as soon as my contract was up I would no longer be staying with Cincinnati Bell.  This started back in November of 2015.  And I was told by Aaron that he would reach out to me about a month before my contract was up in order to give us an opportunity to talk to other carriers.  I did not receive that call.  I know that I will not win against a big business with this.  I just feel that it is unfair for a company to raise it's "month to month" rate 300% in order to effectively gain a yearly contract.  I mean given the choice of a 300% increase, or your old prices....what choice do we as the general public have but to bow down to their demands, or be raped by greedy corporations.  Apparently I have just been raped.  I will not ever do business with Cincinnati Bell again and I will make sure that any business dealings that I have, I will let others know of their greed and unethical practices.  
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.  Cincinnati Bell's response is simply inaccurate.  1.  I have looked through my past bills, and Cincinnati Bell's deceptive billing began two months into the "promotion" which began in September. My first phone call with Cincinnati Bell billing was the end of November when I received a $10.68 credit for over billing.  I had to call again on February 5th to receive the same credit.  But of course the deceptive billing continued and on March 13th I spoke with "Frances" (#43651) who agreed to take off $10.98. The bills continued to increase and on April 2nd I received a $33.98 credit.  The trend/practice is apparent, and continued until I cancelled the policy. Each time the "fees" were explained, but they included inappropriate non negotiated fees. And each time the inappropriate fees were refunded and promised not to be apart of the next months bill. 2.  Notification of Rate Change - The promotion expiration was included on the September billing.  It was on the third page, in fragmented sentences and did not include an explanation of price difference which amounted to more than double.  The language read as follows:"The promotional price(s) of the followingservice(s) will expire on Sep 27 2015:Fioptics EliteNew prices will apply to these service(s)"3. Cincinnati Bell's Final Bill Department at ###-###-#### transfers the caller to a call center out of the country.  The representatives are only able to accept payment and are unable to do anything else, including discuss rationally the bill,.  You will be placed on hold for an aggregated 60+ minutes and transferred back and forth between two to three departments. Attrition is their preferred weapon. 4.  Cincinnati Bell failed to address their refusal to suspend/hold my services while I mobilized to active duty Army in 2013. Although Cincinnati Bell may not be obligated under the Servicemembers Civil Relief Act as it unfortunately doesnt explicitly cover internet contracts, Cinicnnati Bell should be familiar with the thrust and intention of the SCRA.  Moreover, Cincinnati Bell should be compassionate to its customers who were mobilized for OEF/OIF. Cincinnati Bell refused to suspend/hold the account and immediately accessed a several hundred dollar fee on the internet modem until it was returned. Regards,
[redacted]

February 11, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com rebuttal.
The Cincinnati Bell Executive Office has reviewed your
account thoroughly regarding your Fioptics Internet speed issues. We sent a
technician out your home on February 5, 2016 who was able to train your speed
at near 14 megabytes per second.
On February 8, 2016 I personally spoke with you around
2:30 PM. You asked
me to personally have our Technical Support department reach out to you for
further troubleshooting. I contacted the Technical Support manager and
scheduled a callback time of 3:00 PM, as you assured me you would be home any
time after 3:00 PM. Our Technical Support specialists reached out to you
several times that afternoon during the timeframe you requested and stated you
would be home during. These agents were unable to reach you.
Additionally, I reached out to you on February 9, 2016 since we were unable to reach you for your requested appointment on the 8th.
You did not answer the telephone. I again reached out to you today on
February 11, 2016 and was unable to make contact. On each of these calls we
have left callback numbers and you have failed to contact us back to speak with
Technical Support. You contacted the Executive Office back today on February 11,2016 and refused my offer to have a Technical Support agent contact you for troubleshooting. I offered to give you the number to Technical Support to contact them at your convenience and you said no and hung up.
At this point the Executive Office would recommend that
you contact our Technical Support department at ###-###-#### at your
convenience for further troubleshooting.
Cincinnati Bell considers this complaint closed.
Thanks,
Megan
Executive Care Center
Cincinnati Bell Telephone

There is no new information. Both accounts in question here are for the same customer at the same address. The account that was cancelled in 2012 still has an outstanding balance and this is the account [redacted] has been trying to collect on. Cincinnati Bell’s position stands. Thanks, [redacted] Executive Care RepresentativeCincinnati Bell's Executive Office

January 26, 2015
 
[redacted]
 
RE: CBW Account#[redacted] 
 
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your Auto-pay.
 
It is the customer’s responsibility to set up and cancel the autopay on the Cincinnatibell.com website.  We have checked our records and for whatever reason the autopay was not cancelled till 1-20-15.  I know you have said that you tried to cancel the autopay but according to our time stamped dated records the autopay was cancelled 1-20-15. 
 
Cincinnati Bell is not able to reimburse you for something that we had no control over. 
 
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 find that this resolution is somewhat satisfactory to me, I just want to leave it behind.  I would like to point out though, the business practices that Cincinnati Bell uses to make the sale are, in my opinion, unethical.
Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution  while not satisfactory to me is the best I can expect without complaining to the Ohio Public Utilities Commission. They will not admit that they misinformed me and then failed to contact me while I waited a month and then all day of the expected installation. Again to paraphrase President Harry Truman, "It is a [redacted] of a Way to Run a Railway..
Regards,
[redacted]

Per our records and the response we received from Core Risk Services
Cincinnati Bell has denied this property damage claim and considers this complaint closed.
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.

[redacted]
Revdex.com #[redacted]
Account # [redacted]
 
We have received and reviewed your additional concerns with your Cincinnati Bell Internet account # [redacted]; and your internet speeds.  I have sent to have adjustment issued on your account of $41.30.  Your account balance will be $0.00 within 48 business hours.
 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,
 
[redacted]
Executive Care
Cincinnati Bell

Credit/refund not sufficient to resolve this matter. The virus caused documents to be lost and other files damaged. This needs to be addressed.

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.   
This contract is more than 4 years old and the terms were 24 months.  This contract is not valid and the fees are not valid. 
Regards,
[redacted]

[redacted]
Revdex.com #[redacted]
Account #[redacted]
Dear [redacted],
We have received and reviewed your additional concerns with your Cincinnati Bell account #[redacted].  Our technical support department has reached out to contact you on 11/05/14 and all issues are showing that they have been resolved.   All adjustments have been given and you are receiving a promotional rate on your internet.  Cincinnati Bell has outsourced our Technical Support department; however they are all capable of assisting you with your issues.  If wanting to speak to an American tech support agent, Cincinnati Bell does have[redacted] (premium tech support) agents which are local tech support reps, that service would be $[redacted]a month.  If interested please [redacted].  Cincinnati Bell will not be able to give any additional discounts on your internet.  Please see our terms and conditions, where advised speeds are up to.  If not satisfied with your product, you are not in a contract, and Cincinnati Bell would hate to lose your business; however we understand you may want to consider your options.
Cincinnati Bell considers this issue closed.
Thank you,
[redacted]
Executive Care Agent
Cincinnati Bell

[redacted]
Revdex.com #[redacted]
Account ####-###-####,[redacted]
 
Dear [redacted] and [redacted],
 
Cincinnati Bell has tried to reach out to you multiply times, please supply a good can be reach number or contact Cincinnati Bell’s porting department due to leaving call back information in order to assist you.  Per our porting department: Tried to contact customer however received voicemail several times. Left message, advised to contact Cincinnati Bell to give date of availability for the installation.
 
Thank you,
 
[redacted]
Executive Care
Cincinnati Bell

The contract was electronically signed by [redacted] with email [redacted]. The terms and conditions can be found at www.cincinnatibell.com/business/legal and stated on the signed contract.

August 8, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have reviewed your account and billing and you have not been overcharged since August 2015. When you added...

video to your account in June 2015 you were given a one month free promotion for the Max Video package. This promotion was reflected on your July 2015 statement and expired 30 days after activation.
Promotional periods are not always 12 months. Some promotional offerings are only available for 1, 3, or 6 month periods. These periods are based on the product being discounted and the amount of the discount being given.
On 6/6/2016 you spoke to a customer service representative and made a payment on your past due balance to restore your services. At this time the representative adjusted your reconnection and late fees as a courtesy, and a payment arrangement for $183.36 to be paid on 7/1/16 was agreed upon. This call has been reviewed and the agent asked you if you would like the payment to be scheduled to auto withdraw from your account or if you would like to call back in to make the payment. You advised the representative you would call back in.
Per your account notes new promotions were given to you on 6/24/16 making your monthly service fee before taxes and fees $242.24. A receipt for this order was emailed to you at [redacted].  The agreed upon payment for $183.36 was not received on 7/1 resulting in your services being suspended on 7/14. On 7/14 you were correctly advised in order to restore services you would need to pay the full past due balance of $415.55.
If you have any questions or would like to make payment you can reach Customer Service 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

We are sorry to hear about your house fire from April. Per our records you called in on 4-21-17 and spoke to an agent regarding vacation rate service. The process for vacation rate service is as follows: Associated Promotions must be removed 1st so you would lose the price for life discount. Any...

time there are changes made to the account the price for life is removed. Since we offered you vacation service on 4-21-17 and at that time you were not ready to proceed and we did not hear back from you till 7-12-17 we are not able to credit the account. I will waive the fees for the modem and power cord as a courtesy so that you do not get charged $120.00. The normal process that is in place is for you to claim the modem and power cord on the insurance claim. There is an order in the system to put you on vacation rate effective 8-7-17 order#[redacted].
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.
Thanks,
Executive Care Representative
Cincinnati Bell Telephone

March 3, 2015
[redacted]
 
RE: ###-###-####,[redacted]
Dear [redacted],
This was explained in Cincinnati Bell’s first response.
Cincinnati Bell does not pro-rate billing on video or internet services when they are terminated.
Cincinnati Bell has closed this complaint.
 
Sincerely,
 
[redacted]
Customer Care
Cincinnati Bell

July 6, 2015
 
[redacted]
 
RE: ###-###-####
 
Cincinnati Bell is responding to your complaint that you filed with the Revdex.com.
 
Cincinnati Bell is and has been in the process of replacing all copper wiring with our...

FiOptic lines.  This needs to be done in phases due to the cost and man power.
 
After reviewing notes and calls to our tech support department, Cincinnati Bell has agreed to apply a one month Video and Data credit to your account in the amount of $114.32.  This credit will appear on your Final Bill.   
 
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.
 
In the future, Cincinnati Bell hopes to provide you with the products and customer service you have grown to expect from Cincinnati Bell Telephone.
 
Please feel free to contact our office at ###-###-#### with any additional issues.
 
[redacted]
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] I had the amount deducted from bank account for 1 month. When I received a message that the payment did not go through, I contacted Cincinnati Bell. I was informed that they did not know the reason for this and would call me back the next day. When I did not here from them after 1 week, I called again. They checked their records, saw and apoplogized for neglecting my return call, and still did not know problem with receiving funds from my bank. Please have "Tina" from Cinti Bell refer to these phone calls
At That time, I discontinued bank payment, paid what Cinti Bell said I owed, and asked to be sent paper statements. On Dec. 14th I received an email from Cinti. Bell that they had again tried to bill me, electronically, and had check returned. I can assure you (and back up with statements) our bank balance is more than adequate to handle the amount of $135, however, I do not understand why being billed again, to bank account, when this was just paid with credit card. Please have Tina reference these notes on my account before she responds again.
. Also, please have her explain why I haven't received responses from my sales agent, Drew Anderson, who assured me he would help with any issues I encountered.
I have numerous notes and emails to back all of this up, please let me know what is needed.Thank you for your assistance in resolving this matter.
[redacted]