Star Office Supply

Cincinnati Bell does not guarantee the speed our terms and conditions are on the Cincinnatibell.com website. At this time fiber is not available at your address. You will be notified once the fiber is available. I do see that a repair tech is scheduled for today since you are not able to connect to the internet. Cincinnati Bell considers this complaint closed and resolved.

March 2, 2015
[redacted]
 
RE: [redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your account.  This account had a final balance of $179.24 that was referred to a collection agency on 09-08-12. When you made a...

payment of $300.00 this is automatically applied to your final bill with Cincinnati Bell.
 
Our records indicate that you have spoken with a supervisor in our Credit and Collections group on 02-25-15. They have advised you that a refund check for $120.76 will be mailed to you with 7-10 business days.
 
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,
 
[redacted]
Executive Care
Cincinnati Bell

January 4, 2017
** [redacted]
RE: ###-###-####,[redacted]
Dear [redacted]
This letter is in response to the rebuttal that you filed with the Revdex.com regarding your internet speed.
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).
This information can be reviewed on our website, CincinnatiBell.com, under section 8 of Cincinnati Bell’s Fioptics/Zoomtown High Speed Internet Access – Terms and Conditions of Service.
Cincinnati Bell is closing this complaint as 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.
Melissa
Executive Care Representative
Cincinnati Bell Telephone

April 29, 2015
 
 
 
[redacted]
 
RE: Wireless Account #[redacted] and Home Phone ###-###-####,[redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I have reviewed your account and...

your phones were purchased on 11/15/2013. If you sent your rebates into the rebate house right after purchase these would have been processed and the prepaid [redacted] cards would have been sent to you after 90 days of service.
 
All prepaid [redacted] cards sent from Cincinnati Bell have an expiration date on the cards. It is the customer’s responsibility to use these cards before the expiration date provided.
 
Unfortunately since Cincinnati Bell exited the wireless business on 2/28/15 there is no longer a rebate house and nothing further can be done regarding an expired [redacted] card.
 
As a courtesy for being a long time customer I have issued a $10 per month discount off the Zoomtown internet on your landline account referenced above.
 
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.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

June 14, 2016
[redacted]
[redacted]
RE: ###-###-####, [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Per our telephone conversation, Cincinnati Bell is investigating in regards to the equipment needed to restore your landline...

service. Our Technical Support department spoke with you yesterday, June 13, 2016 for troubleshooting. They have scheduled a dispatch for a technician to visit the home to restore dial tone Saturday June 18, 2016 at 8:30 AM.
Cincinnati Bell’s Executive Office will follow up with you to confirm this dispatch restored your service, as well as to address your billing concerns and assure you are not billed for any time you were without service. Thank you for your patience in this matter.
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

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this has gone as far as it's going to. That's ok with me as I don't want to waste anymore time or energy on this issue.  For the record, I called customer service again today  and was able to remove the landline and cable TV from my account. I retained internet service. The customer service person that made the changes was courteous and helpful as all cinbell customer service people have been but she was much better at explaining details to me. Her name was [redacted].Thank you Cincinnati Revdex.com for helping me with this issue.
Regards,
[redacted]

April 8, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is
responding to your Revdex.com complaint.
I have reviewed your
account and I apologize for any issues you have experienced in...

the upgrade of
your Fioptics service. Per the notes on your account the wrong contact phone
number was input on your order and the technician couldn’t get in touch with
you to verify the appointment on 4/6. I will have this incident forwarded and
addressed by the representative’s supervisor for coaching and training.
Per our records a
technician was at your residence yesterday evening 4/7 and resolved all service
issues. Your request for a one month service credit has been approved. This was
done as a courtesy for the one day delay in installing the upgraded services.
Regarding your complaint
of errors in getting your services restored that have been suspended for
non-payment, it can take 24-48 hours for payments to post to an account for
service restoral, and if a customer service center is closed, services cannot
be immediately restored. In the future making on time payments is the best way
to avoid any dissatisfaction in this process.
It is never Cincinnati
Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati
Bell I apologize that we have done so in this matter. Cincinnati Bell considers
this complaint closed.
Tina
Executive Care Agent
Cincinnati Bell Telephone

Per our records this complaint has been resolved an adjustment of $1561.81 was issued on this account on 9-21-17.
Cincinnati Bell considers this complaint resolved and closed.

February 22, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your RevDex.com complaint.
Per our telephone conversation, Cincinnati Bell
experienced a recent outage during a system...

upgrade. This resulted in the high
call-volume you experienced over the weekend. As mentioned, I have placed a one-time
credit on your account. I adjusted 25% of your Fioptics Elite package price,
which totaled $12.35 with taxes. I will follow-up on the missed callback, as
this could be an opportunity for us to improve our system. Thank you for your
feedback.
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

We have had a technician go out to this customer’s home and repair the line on 2/5/16. He trained the customer’s Fioptics internet speed at between 13-14 megabytes per second. The customer requested technical support contact him yesterday after 3 PM. I had a technical support specialist contact him several times, with no answer. We ran a speed test and trained him at 15.93 yesterday afternoon on 2/8/16. These are all consistent Fioptics speeds. There is no new information on this investigation and Cincinnati Bell considers it closed.Thank you,MeganExecutive Care RepresentativeCincinnati Bell's Executive Office

August 13, 2015
 
 
 
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your RevDex.com rebuttal.
 
As we discussed on the phone there is no record of you
calling in with cable issues prior to 8/8/15.
 
The only inbound call we have recorded before this date was
on 6/20/15 when you inquired about adding an additional set top box but
declined the offer given.
 
Between 8/8/15 and when we spoke on 8/11/15 multiple tech
support representatives noted offering to troubleshoot your issues and to send
a repair technician to your residence. All of these attempts to resolve were
refused.
 
If you won’t allow the tech support representatives to
troubleshoot or a repair technician to visit the premise Cincinnati Bell has no
way to resolve any cable issues you are experiencing.
 
Cincinnati Bell appreciates your business and we want to
work with you to address any service issues you are experiencing. Please contact
the Fioptics Tech Support group at ###-###-#### to schedule a repair dispatch
so a resolution can be reached.
 
As of right now your account is noted for you to be
contacted once our engineers have resolved the known issue with freezing upon
changing channels. At this time a billing adjustment will be arranged based
upon the length of time the issue was being experienced.
 
Cincinnati Bell considers this complaint closed.
 
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.  
I have reviewed the reply made by Cuncinnati Bell and have a issue with it. It is stated that we were offered a credit of $188.45 but this credit was never applied to our account. Had this credit been applied we would only have a balance of $250.91. Please apply the credit that was offered according to your own investigation 
Regards,
[redacted]

June 10, 2016
[redacted]3
RE: ###-###-####,[redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Per our records, a line issue was reported to Cincinnati Bell on June 7, 2016. The soonest available appointment we...

had for a repair was June 9, 2016 between 12:00 PM and 4:00 PM. I apologize for your frustration, but this was the soonest repair appointment we could schedule. I have attempted to reach you twice on the home line with no answer. I left a message with my callback information should you have any questions. Our records indicate that your line issue was repaired yesterday, on June 9th.
It was a corporate decision to outsource certain departments of our call center. Cincinnati Bell has both on-shore and off-shore customer service representatives. Should you have difficulties understanding a representative you can always request to speak with someone with better language skills, if your original representative was unable to resolve the issue.
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

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. 
Once again, I will not know if this is taken care of until after my September 9th appointment.  I'm still having problems every day and I'm not closing this complaint until after that appointment and everything is taken care of and running properly.  
Regards,
[redacted]

This customer has come through our office from at least three different formal complaint sources and has been told the same thing from each one. The customer simply was not paying her bills and refused to set up payment arrangements to pay multiple times. The customer recently paid off the balance on the account that was shut off for non-payment and has already opened a new account with CBT. She never addressed the pre-install buried wire issue she describes in her Revdex.com complaint – there are no notes in our systems at all related to this around the time that it would have been installed. The customer was charged for unreturned equipment on her 09/29 bill; the customer called to have the charge reversed 10/01/17, and this charge was credited back in the amount of $127.20 on 10/13/17, an entire week before her billing due date. The customer felt that she deserved a credit for the unreturned equipment credit taking nearly two weeks to update, despite it being within her billing cycle. She also then did not pay her full bill after the credit was issued. The customer was credited $59.44 12/03/17 due to network issues that were repaired after one day. She then made one payment of $100 on 12/22/17; this payment still left the account short, and was also the last payment received on the account before its closure for non-pay on 02/09/18. The customer was credited two different late fees for a total of $18.14 on 02/08/18, despite her service being in suspended status, not having made a payment on the account since 12/22/17, and already having a disconnect address in place. Thanks Josh H.Executive Care Team

May 9, 2016
[redacted]
[redacted] [redacted]
RE: ###-###-####, [redacted]
Dear [redacted],
This letter is in response to the complaint that you filed with the Revdex.com regarding your current balance.
According to our records you were carrying a past due...

balance before the bill printed.
The current amount due is $227.06 due 5-22-16. The whole home dvr has been rated at .00 for 12 months and you were issued a courtesy credit of $43.19.
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

[redacted]
[redacted]
Cincinnati, Oh  45240
RE: ###-###-####,[redacted]
[redacted],
Cincinnati Bell is
responding to the complaint you filed with the Revdex.com
concerning Cincinnati Bell’s billing practices.
Per Cincinnati Bell’s
Terms and...

Conditions, Cancellation Billing Policy: The monthly charge
for 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.
I apologize if this information was not communicated to
you at the time you inquired about cancelling your services.
I have forwarded your complaint on to the representatives
Supervisor and Store Manager for coaching and development.
Since incorrect information was given by our retail store
representative, I will prorate the Video and Internet services once your final
bill prints on April 4th.  We
print the bills 30 days from the bill date to allow time to return any video
and Internet equipment.  Any long
distance charges will not be prorated since we bill the long distance one month
in arrears.  Any credits remaining on the
final bill we be mailed to you.
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.
It is with our sincere regret that we could not resolve
your issues before you decided to leave Cincinnati Bell.  In the future, we hope to provide you with
the customer service you have grown to expect from Cincinnati Bell Telephone.
Please feel free to contact our office at ###-###-#### if
you have additional questions concerning your issue.
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 have determined that this does not resolve my complaint.     They have not addressed the fact that I am regularly getting .4 mbps. I understand I get "up to" 30 mbps, but as stated before, .4 is not acceptable. I also understand that I am paying for the fasted speed in our area, however it doesn't seem that all employees of the company know this, as I was offered faster speed to compensate for the poor customer service and speed. I want a real answer, not a breakdown of the promotion we have in general, I already know what we should be paying, but often times pay more. This is the final attempt at a resolution before the St torney General is contacted. Melissa, re-read my.initial complaint and address it correctly. This is the last corrospondance through Revdex.com.
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 already sent a response to the businesses answer. Was that answer not received? I sent it a few days ago when you emailed me.
Regards,
[redacted]