Star Office Supply

Dear [redacted], Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning the installation of services at your address.    I was able to look into your account and saw that some engineering issues were going on at your...

address, as well as some other buildings in your general area. I do apologize for the confusion with this issue; some of our engineering/wire work is sub-contracted, so it can become hectic trying to organize work and information between multiple companies and their employees.  I sent your account to an engineering specialist and was able to determine that your address needed some wire splicing at the terminal that would provide service to your residence.  I was able to get this expedited, and after checking on your account at around 4:00pm on 11/04/16, it appears as if everything has been taken care of and an installation appointment has been scheduled for 11/08/16 between 8am and 12pm.  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 for your business! Josh Executive Care Representative Cincinnati Bell Telephone

February 10, 2015
 
[redacted]
[redacted]
[redacted]
 
RE: CBW ACCOUNT#[redacted]
 
Cincinnati Bell is responding to the rebuttal that was filed with the Revdex.com concerning your prepaid wireless service.
 
Customers are told for Inquires on their cell phone accounts to Call Customer Care ###-###-####
or dial 611 free from your wireless phone. 
 
Cincinnati Bell is not responsible for charges that were incurred when you called the ###-###-####.  We do not credit for calls made to customer service.  We have no record that the 611 was not working from any other customers.
 
If there was a miscommunication with the representative or you were misinformed I apologize but we are not going to be crediting your account. 
 
Cincinnati Bell considers this complaint closed and we stand behind our decision to not credit this account.
 
[redacted]
Executive Care Representative
Cincinnati Bell Telephone

Elaine,
I have reviewed our records and I have issued a credit on your account.
You will get a refund check in the amount of $76.58
Thanks,
Executive Care
Cincinnati Bell Telephone

July 6, 2015
 
 
[redacted]
[redacted]
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to the complaint you filed with the Revdex.com concerning a modem rental fee.
 
The modem rental fee applies to all High Speed...

Internet customers and is not negotiable.
 
Cincinnati Bell’s goal is to be able to continually provide better service than our competitors. [redacted] currently charges $8.99 per month for wireless networking and $3.99 for non-wireless networking. The integrated modem will broadcast a wireless signal throughout a home or small office setting. Additionally, customers HSI service will operate via the integrated modem, providing one device and removing additional wires and clutter in a home or office.
 
We always suggest that you use Cincinnati Bell's modem because ZoomTown routers are the only hardware fully tested for our High Speed network and are the only equipment fully supported by Cincinnati Bell.  If it stops working, we'll replace it, for no additional fees.  All of this at a low cost of $4.99 a month"
 
Since we value your business, I can provide you with a (6) six month promotion for the modem.  We will waive the modem fee  until January 6, 2016.
 
Please feel free to contact our office at ###-###-#### with any additional questions or concerns.
 
[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. I still am unable to listen to the verbal response from Cint Bell attached & the contract I was sent to electronically sign did not state any where on it this would automatically renew. Also my check with the final payment for services rendered until disconnection was deposited & paid to Cinti Bell. Therefore I do not owe them any other funds for a contract I DID NOT SIGN. Ohio law states you must have a signed contract on file.
Regards,
[redacted]

November 2, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Per the Customer Proprietary Network Information Act, telecommunications companies cannot share information with a third party. Please have the account holder contact Cincinnati Bell at ###-###-#### to discuss the details of their account.
Cincinnati Bell considers this complaint closed.
Megan
Executive Care Center
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.]
I was lied to by representatives and hung up on and not called back and transferred because no one had a solution. This is ridiculous. And I am not paying more on by bill just because you decided to add fees. I have received less data for more money..... Doesn't sound fair to me. 
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.  We've already contacted several times over the past year, and still weren't successful in over a year to actually set this up with CINCY bell actually following through and showing up for their appointment and doing the work. Given its been two months and nobody from CINCY bell customer service cared enough about our issue to contact us to try to schedule and take care of this to avoid us once again taking off of work to once again sit home and wait for CINCY bell to not show up :( After two months and still no attempts made from CINCY bell to resolve this issue, we feel its most likely not ever going to be resolved :( (and we refer to somebody that can speak and understand English well enough to schedule properly as a woman that we once contacted there admitted reading our filed CINCY paperwork was a total confusing mess and she promised to look into it and figure out what was going on, but we never heard from her again :( FYI, this is why our entire family and everyone we talk to about CINCY bell has discontinued their cell phone service with them and many their home phones as well. They don't care about the customer :(
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.   1.  It has been less than 24 hours after a "fix" was made when the agent attempted to call me to get me to close the case.2. I was at work and I can not always answer while I am there, hence the missed call.3. The technician that I talked to on Monday (2-8-2016) did get me up to 16 mbps in speed which I was happy with.  He also told me to monitor it for a couple days to check for speed consistency.4.  I do understand, as the rep likes to keep telling me, that I am not guaranteed 20 mbps, especially during peak hours.  I should realistically see 85% of that speed most of the time especially when the modem is software limited to 17 mbps.5.  Attached is a screenshot of a speed test  that was made today (2-9-2016) at around 8 P.M.  It still may be considered peak hours, but that does not justify an 80% drop in speed.  Especially when the only device connected at the time was the computer used to run the speed test.What I want done:1.  I want the speed problem to be fixed.  If I need to talk to another high up network technician or have another tech come out then I am more than willing to do so.2.  I think Cincinnati Bell should cover the first months bill that I have already received since this has not been working correct since install.
Regards,
[redacted]

Cincinnati Bell pro-rates final bills for any federally regulated services (home phone), but does not pro-rate for non-regulated services like Internet and TV. However, as a one-time courtesy, I have issued a credit to your account bringing the final balance on the account to $113.92. Please pay...

this balance as soon as possible to fully close out your account. Thank you for your business.

June 10, 2015
[redacted]
 
Re: ###-###-####, [redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your account. You had a limited promotional price that ended. You have since cancelled all services with Cincinnati Bell and ported out to...

another provider.
 
Cincinnati Bell’s records do not indicate any orders to install a phone line. There was a pending order for 06-08-15 to remove the landline that was cancelled by you. The notes state that you changed your mind.
 
If you would like to switch back to Cincinnati Bell please call our sales office 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.
 
Sincerely,
 
Rhonda
Executive Care
Cincinnati Bell

June 8, 2016
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Our records indicate you spoke with our retention department yesterday, June 7, 2016 and accepted our best available...

pricing for our Elite package and 50 megabyte internet. With our MyTV product, different genre packages must be purchased when adding channels, as channels cannot be purchased individually. The Elite package was offered as it was the best suitable option for the additional channels you were requesting.
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

Cincinnati Bell does not accept any liability for this claim, it was denied by Core Risk Services.
Cincinnati Bell considers this complaint closed and resolved.
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 Representative
Cincinnati Bell Telephone

March 2, 2017 Dear [redacted],Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding your Internet service. After looking into your account, I see that a repair visit was scheduled for you about an hour after submitting your Revdex.com complaint. There...

was also a credit applied to the account for the full billing amount of your month’s Internet service at $44. We feel this resolution is adequate for the issues you’ve described, but if your service is still not functioning properly after your repair visit, please re-submit and we will take another look at the account.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

Hi [redacted], Cincinnati Bell considers complaint [redacted] closed. We have provided the customer with the proper documentation regarding their contract. Thanks! [redacted]Quality & Process Improvement SpecialistCincinnati Bell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution that Melissa is working on is satisfactory to me.
Regards,
[redacted]

June 1, 2015
 
[redacted]      
[redacted]      
[redacted]  [redacted]
 
 
RE: CBT Account – ###-###-####, [redacted]
 
Cincinnati Bell is responding to the complaint that you filed with the Better...

Business Bureau concerning your account.
 
In reviewing the notes on the account, I see where our Collection group has handled your complaint.
 
According to the records adjustments were made and you made a promise to pay $146.34 on 6/4 via online banking.
 
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 is considering this complaint to be resolved.
 
 
[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 have determined that this does not resolve my complaint.  
Regards,
[redacted]  2/9/16I made a complaint on 1/28/2016 through the Revdex.com and received a reply stating that I would receive a response and that she (the person responding to my complaint) would follow up to make sure that I was contacted. It is 2/9/2016 and I have yet to receive a call! Once again, very poor customer service! I will also be contacting [redacted]!

The repair credit was for two weeks of service. Cincinnati Bell will not be issuing a two month credit we only credit for dates the customer was out of service. Cincinnati Bell considers this complaint closed and will ask that the Revdex.com close this complaint. Cincinnati Bell followed policy and will not be issuing any further credits. The customer's service is back up and working.
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.

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.  FMy current bill overview of services does not match the services I have installed in my home.
Regards,
[redacted]