Star Office Supply

November 3, 2015
[redacted]
[redacted]
[redacted]  [redacted]
RE: [redacted]
Cincinnati Bell is
responding to your rebuttal concerning a retention offer to maintain your ZT.
In your complaint you
stated that you were offered the 30MB speed for $34.95. 
Cincinnati Bell’s current promotion
for 30MB speed is $49.99 plus $4.99 for the modem fee for a 12 month period.
Cincinnati Bell has never
had a promotional rate of $34.95 for the 30MB speed.
I apologize if you feel
you were given incorrect information.  We
also could not find notes to substantiate your claim.
Please contact our office
at ###-###-#### if you would like to take advantage of the $49.99 plus $4.99
modem fee promotion for 12 months.
It is never Cincinnati
Bell’s intention to mislead our customers in any way.  On behalf of Cincinnati Bell, I apologize if
you feel we have done so in this matter.
Cincinnati Bell is
considering this complaint to be resolved and closed.
Sue
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.   
Cincinnati Bell took a credit card payment without my authorization and permission.  Is there nothing the Revdex.com can do or is going to do about this?  Why exactly does our Attorney General rely on you to be a mediator in these cases?  When are you actually going to mediate anything? I did not authorize or give Cincinnati Bell permission to run a credit card charge on my card.  Cincinnati Bell took my payment without my permission and authorization.  Since when can a corporation just steal from a customer and then deny it in a response?  I think I would know if I pressed the submit button or not.  I closed and left the page.  Cincinnati Bell stole the money from my credit card anyway even though I didn't authorize the payment.Revdex.com please step in and get involved here.  This is ridiculous that a merchant can charge my credit card without my permission.
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 have attached a copy of the contract I received to sign. It states nothing in this contract in regards to renewing automatically every 2 years.  The verbal approval was for this agreement received, as for the verbal message sent by Cincinnati Bell for me to review (I am unable to listen to the conversation sent) as well as when I contacted Ting on 1/31/2016. He could not play the recording for me to hear, it would not play for him either.  Therefore as stated I DID NOT SIGN A renewal contract for 10/04/2015 and am not obligated to a new contract! This is Cincinnati Bell's way of cheating a customer out of money and not sending a contract that should always be signed.  A contract is not valid unless it is signed!  Therefore this is unacceptable and this matter IS NOT RESOLVED! 
Regards,
[redacted]

I have left a message for the customer to call me, a repair credit has been issued.  Fioptics it is not available at the customer's address and will not be available any time in 2015 per engineering.

[redacted]
Revdex.com #[redacted]
Account #[redacted]         
Dear [redacted],
We have received and reviewed your concerns with your Cincinnati Bell account [redacted]; and your request to have an additional box installed.  I apologize for any inconvenience...

this may have caused you.  We have order # [redacted] in our system with the due date of 11/24/14 between 8:00a-12:00p, to bring and install an additional box.
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 Agent
Cincinnati Bell

May 31, 2016
[redacted]
[redacted]
[redacted]

RE: CBT Account – [redacted]
Cincinnati Bell is responding to the complaint that was filed with the Revdex.com regarding the prorating 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:
6.2.3 Termination and Cancellation Policy
A. Equipment Termination Charge: When terminating service, including porting out to another provider, you must return the modem and power cord to Cincinnati Bell or you will be charged One Hundred and Twenty Dollars (USD$120.00); One Hundred Dollars ($100 ) for the modem and Twenty Dollars ($20) for the power cord (the "Equipment Termination Charge").The Equipment Termination Charge will appear on your monthly Cincinnati Bell bill unless you return these items, undamaged, on or before the 5thcalendar day from the day on which you or we terminate your Service (the ”service termination date”). If you return the undamaged items after more than 5 calendar days but within 30 calendar days from your service termination date, you will see the Equipment Termination Charge and an equivalent credit on your monthly bill. You will not receive any credit for returning these items unless they are received by Cincinnati Bell within 30 calendar days of your service termination date.
B. Cancellation Billing Policy: The monthly charge for Internet 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.
This is our process and Cincinnati Bell stands by our decision not to pro rate the 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.
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.  In Cincinnati bell's reply it states that I was advised that my service would not be repaired because Fioptics was available in my area, that is not true. Before I had this problem I was sold a package of Fioptics that included the RF overlay, when they came to install, Cincinnati bell wound not allow the installer to connect my home with the RF overlay like the rest of my neighborhood has.I was told at that time there were 3 more connections on the splitter but Cincinnati bell would not allow.  I was told by both service techs that they had fixed the problem, only thing they did was cut my internet speed in half. they did not say Cincinnati bell would not fix the problem of the bad lines. The last 2 service calls Cincinnati bell employees did not even show up. I got a call stating that because it was not raining they can't find the problem.(They will get on the pole and look for the problem in the rain?) The tech told my to call him when it went out again. Again they cut my speed back currently at 2.5 meg I'm paying for up to 5 meg, it was at 4.1 meg before I asked for my service to work. still have rain killing my internet. Looks like there is no interest by Cincinnati bell to supply good service to their customers. after seeing their response I see that the Revdex.com only helps customers of small business.
Regards,
[redacted]

February 22, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Rubbutal.
Cincinnati Bell’s position stands. Your final billed
amount of $77.89 is valid and no credits are due.
With this final response, Cincinnati Bell considers this
complaint closed.
Megan
Executive Care Center
Cincinnati Bell Telephone

May 8, 2015
 
 
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I apologize about the time it took to get the new fiber line buried in your yard. As we...

discussed on our phone call the line was running through other properties which caused some complications.
 
We have scheduled your final installation for Monday May 11th. The installer will arrive anytime between 8 a.m.-noon.
 
A credit of $17.71 was issued to your account on 3/27/15. As a courtesy for your inconvenience I have issued an additional $20 credit.
 
If you have any questions regarding your appointment or billing you may reach Fioptics Customer Service 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

August 21, 2015
 
 
 
[redacted]
[redacted]
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your RevDex.com complaint.
 
I have reviewed your account notes and Cincinnati...

Bell’s
Wirecare service does not cover the installation costs of adding an additional
jack.
 
Since Cincinnati Bell does not own the wiring inside a
customer’s home the installation and/or repair of any new jacks or wiring is
not a free service. Wirecare is a maintenance plan put into place that covers
the repair of a customer’s existing inside wires and jacks but not new wiring.
 
From the information you provided I understand some of
the existing wires in your home have been cut. Wirecare does not cover repairs
necessary as a result of malicious actions, damage caused by non-Cincinnati
Bell Contractors, or repair to jacks that have never worked. Given this
information there is a chance that the repair of the existing jacks may not be
covered under the plan as well.
 
I understand you were misadvised regarding this
information and for that I apologize. While we are not able to complete this
wiring work free of charge I will be documenting the incident and sending it to
the Tech Support Manager for coaching and training of the representative.
 
The Wirecare service has not yet been added to your
account. If you would like to get the wiring work completed but opt out of the
Wirecare option I can edit the order to remove Wirecare and reschedule the
wiring appointment. There would be no fees or penalty for the removal of
Wirecare.
 
You also have the option of hiring your own electrician
or contractor to install and repair the inside wiring since Cincinnati Bell
does not own it.
 
It is never Cincinnati Bell’s intention to mislead or
upset our customers. On behalf of Cincinnati Bell I apologize if 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.  For your reference, details of the offer I reviewed appear below.
The priced for life agreement was for life.  I am still bundled, I made no changes to my account and Cincinnati Bell selling their wireless service does not qualify them to renege on their agreement.Cincinnati Bell needs to restore the priced to life agreement which includes restoring my pricing to priced for life levels and restore my internet to** mbs and ensure that no changes to pricing or service are made by Cincinnati Bell as long as I maintain my account.
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.  My bill is now higher than before I added the whole home DVR services that I now no longer have (I've returned them to Cincinnati bell). The whole home dvr and 2 dvr boxes still show up on my bill and it does not reflect current service or promotions.Currently:It shows Whole home DVR service which I do not have for $19.99. It also shows that I have 2 additional HD boxes at $11.98. My current bill total is $137.28. Subtract the services I do not use (nor have the capability to use) and my bill should be $105.31. Even still, the services offered on the website with the same package that I have are offered at $74.99 plus tax. The price must come down.
Regards,
[redacted]

Dear [redacted], Cincinnati Bell is responding to your Revdex.com complaint regarding your bundle cost.  Per our phone conversation, your account has been re-rated and credited to remedy the situation. Cincinnati Bell will be investigating the sales process that led to this point to...

prevent further customer escalations moving forward. 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. Thank you for your business! Josh Executive Care Representative Cincinnati Bell Telephone

Revdex.com:As stated in my message on 12/21/15, I never had "insufficient funds" in my account as Tina at Cinti. Bell said.  Also, as stated in previous response, I can support this with any necessary information needed.  Again, I would like them to stop adding charges to my account for "insufficient funds" and returned checks when they no longer have my permission to have any access to my bank account.
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.   
First of all I always have to argue about a 4 o'clock or later appointment. Then they finally tell me well we will have to get permission and you will get a call back if we can do it. And they never addressed the issue why I am told different reasons by different people. Once again this happened with the technician on January 25th. He informed me the modem that was replace on January 19th was actually a refurbished modem ( so he gave me a new one or at least he says so) and not a new one like I was told by the person who I spoke to on the phone on January 17th. The technician who installed it never informed me it was refurbished. The technician who came out on the 22 told me he wasn't going to replace the modem because it was new. I have an issue with this. The technician also told me something different then what everyone else has. No body has mentioned other computers before. We have had both of these computers for a little while so not sure that would even be a reason.  I am also concerned that no service technician every gives me a paper work saying what was actually done. The service techs have always had me connected before they leave. The issue is the next day or two I am back to not being able to connect. So I am not sure at this point if it is working properly. I still want to know why I am being told different things by different people. and why I get no paper work telling me what has been done. 
Regards,
[redacted]

February 6, 2015
[redacted]
[redacted]
[redacted]
 
RE: ###-###-####,[redacted]
 
Dear [redacted],
 
This is in response to your Revdex.com complaint. Cincinnati Bell has reviewed your account. Cincinnati Bell does apologize for any misinformation...

or miscommunications. We appreciate you bringing this discrepancy to our attention. Cincinnati Bell does use this feedback for training and coaching opportunities.
 
Our records indicate that you spoke with a representative on 02-03-15. Her name was [redacted] and she placed an order to remove the video products that were added in error. A credit of $47.33 was applied on the same day. Your February 13th bill will show this order and it should stop billing the video products. I will follow up your February bill and make sure it is correct.
 
Cincinnati Bell apologizes again for your poor experience.
 
 
Sincerely,
 
[redacted]
Customer Care
Cincinnati Bell

[redacted]
Revdex.com #[redacted]
Account # [redacted]
Dear [redacted],
We have received and reviewed your concerns with your Cincinnati Bell account # [redacted]; and your billing issues.  I apologize for any inconvenience this may have caused you.  We are showing you...

were given credit of $[redacted] on 10/01/14; due to your promotion ended, also you were offered a new promotion of $[redacted] + TV Broadcast Surcharge of $[redacted] + Gov’t VSP (video service provider) fee of $[redacted].  Your account is correct; you were advised of new promotion and have set up payment arrangements to pay your balance due.  No other adjustments or promotions can be given.  We are showing you have 2 HD boxes and one HD DVR box; if incorrect please call out Residential Sales office to correct.  You are only paying for one box due to others are in with your promotional pricing.
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

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 do not seem to be addressing the concern of the erroneous information their customer service dispensed nor the fact that the technician never ended up doing anything in the house just switched the lines going into the house.  Like normal, no one aaddresses the issue just makes a canned response without knowing all the details.  Not at all happy with the service or Cincinnati bell as they are charging me for work inside the house they did not do.Regards,[redacted]

February 26, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Rebuttal.
Per our phone conversation, I am following up on your
complaint. Our technician came out to your home yesterday and was able to
resolve the Static IP issue on our Cincinnati Bell equipment. It has been determined
that after troubleshooting was conducted our equipment and network is
functioning properly. It is my understanding you would like to hook your own
equipment up as well in order to meet the demands of your business. We
certainly hope that we can retain your business and appreciate you as a
customer.
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

March 14, 2016
[redacted]
RE: ###-###-####
Cincinnati Bell is responding
to the complaint you filed with the Revdex.com concerning your
Internet service.
Per notes on your account,
I found that a...

technician went out and swapped out your modem.
I received a message
stating that your service is working properly after the visit.
It is never Cincinnati
Bell’s intention to frustrate our customers in any way.  On behalf of Cincinnati Bell, I apologize if
you feel we have done so in this matter.
Please feel free to
contact our office at ###-###-#### if you experience any additional issues.
Sue
Executive Care Agent
Cincinnati Bell Telephone