Star Office Supply

February 19, 2015
[redacted]
[redacted]
[redacted]
 
RE: ###-###-####,[redacted] & [redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your accounts.  The separate email account had a balance due of $21.62. A credit was...

applied to this account and it now has a zero balance. Cincinnati Bell apologizes that the email address was incorrect on the order.
 
Cincinnati Bell does not pro-rate billing on video or internet services when they are terminated. This is a corporate billing policy and is in our terms and conditions. Your port out order to [redacted] was never cancelled by [redacted]. Your service was disconnected by the port out order. Cincinnati Bell did not cancel your service or cancel the port out order. Port out orders can only be cancelled by the new provider. Cincinnati Bell never received a notice to cancel the port out order from [redacted].
 
The disconnection of your services completed on 11-21-14. This cancelled all services with Cincinnati Bell. Your billing cycle was from the 14th-13th every month. Cincinnati Bell has decided to go outside our corporate policy and pro rate the final bill. A credit was applied today for $75.16. Your new balance on the final bill is $95.99. Your final bill was referred to [redacted] on 02-10-15. You must contact them to pay the final bill. [redacted] number is ###-###-####.
 
Cincinnati Bell has documented your complaint and we appreciate your feedback. We will use this feedback for training and coaching purposes.
 
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]
Customer Care
Cincinnati Bell

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. 
Regards,
[redacted] 10/25/2017 response:  THANK YOU to whoever provided this response, Cincinnati Bell needs more people like you.  You explained everything in clear terms and took the appropriate action then responded.  Perfectly done - and truly appreciated !

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 stated that the charges ($98.24) were for services provided in January and February, however the "services they provided" DID NOT WORK.  I called multiple times about this issue (more than the two times Cincinnati Bell is claiming) and their own representative acknowledged that we did not have working internet (the service Cincinnati Bell was paid to supply) since January 20, 2017, one day after they set up the service.  This issue is not resolved and the matter is not "closed" as Cincinnati Bell wants it to be.  The matter will be closed when Cincinnati Bell waives the charges of $98.24 from my account, since I did not receive the services (working internet) that they are charging me for.  I had been a loyal customer to Cincinnati Bell since 2009 and was not once late on a payment.  The customer service I received from Cincinnati Bell when I called to request a refund of these charges was poor at best and it has only gotten worse.  I have never been treated so poorly by a company in my life and the fact that Cincinnati Bell is refusing to waive the charges ($98.24) for their inability to provide working internet service, is truly a shame.  If this matter is not resolved (Cincinnati Bell waiving the charges of $98.24), I will be more than happy to share this story with anyone and everyone that will listen and advise friends, family, and coworkers to either cancel their Cincinnati Bell services and/or never sign up for Cincinnati Bell services.
Regards,
[redacted]

December 4, 2014
 
 
 
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint regarding [redacted] Internet installation.
 
I have researched the...

orders on your address and I do apologize about the confusion on your original order. It looks like the dispatch was cancelled on 11/17 but the system still pushed the order through as complete which generated a bill. This has been resolved and the charges on that account were adjusted.
 
Currently we have order number [redacted] scheduled for install on Saturday 12/6 anytime between 8 a.m.-noon.
 
I have waived the $30 activation fee on this order for your trouble.
 
It is never Cincinnati Bell’s intention to confuse or frustrate our customers. On behalf of Cincinnati Bell I apologize if we have done so in this matter.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

March 29, 2017Dear [redacted],Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding your email account. I apologize that the issue of losing access to your email was not properly explained to you in our retail store. It is Cincinnati Bell’s policy...

that once an Internet subscription is canceled, the associated email address is also immediately canceled. This should have been communicated to you by the retail representative that placed this order for you; the notes regarding your interaction with this representative are not very descriptive, and I am unable to see if this was described to you during this interaction or not. Again, I apologize if this was not communicated to you at that time.Unfortunately, as has been described to you already, the only way to regain access to your email and its contacts is to establish an email-only Fuse account, which is priced at $24.95 per month. From reading the notes on your account, it appears you have been informed of this already. I don’t believe, however, that anyone was able to inform you that this price will pro-rate if you cancel the account a few days in to reactivating it. If you wanted to reactivate your email for a day or two, you would only be charged for the number of days that you had the account open. Should you choose to take this route, you can re-activate your Cincinnati Bell email by reaching out to our residential support team at ###-###-####.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!Josh Executive Care Representative Cincinnati Bell Telephone

March 3, 2015
[redacted]
 
RE: ###-###-####,[redacted]
 
Dear [redacted],
 
Cincinnati Bell has reviewed your account. Our records indicate that you called Cincinnati Bell on 12-16-14 and removed your distinctive ring number ###-###-####. The order...

number that cancelled your distinctive ring was [redacted]. On 12-22-14 your services were ported out to another provider. At this point, you only had one phone number. This number was ###-###-####.
 
Your distinctive ring number is owned by Cincinnati Bell. You may choose to reactive service with Cincinnati Bell and reuse this number. All activation fees will apply. You will need to pay your final bill in full then place an order to activate services with Cincinnati Bell. A credit check will be performed and a deposit may be required up front. Your distinctive ring number will go back into a number pool after 90 days of the cancellation date. This would be 03-16-15. After this date, that number can be randomly assigned to a new customer. If you activate the number then you can port it out to another provider and cancel service with Cincinnati Bell. You will be billed at a one month minimum for Cincinnati Bell services.
 
Your final bill is $152.73. You received the proper credits on your final bill. Your December 2015 bill was $167.68 and after the credits were applied it finalized for $152.73. The final bill is correct.
 
If you want to place an order for new service with Cincinnati Bell, please call ###-###-####.
 
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]
Customer Care
Cincinnati Bell

December 9, 2015
[redacted]
[redacted]
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your RevDex.com complaint regarding pricing for your Fioptics Bundle.
Tim, a manager in Cincinnati Bell’s Telesales group,
received your complaint and reached out to you in an attempt to resolve your
pricing issues. He issued a $79.40 credit to your account bringing your current
balance due to $94.47.
Tim advised when he spoke to you yesterday you had
already made the decision to switch your cable and internet services to a new
provider. I apologize that we have not been able to come to a resolution
regarding your pricing dispute.
I have documented your issues and your experiences and it
is being reviewed by the representative’s supervisors.
If you change your mind and would like to keep your
services and work towards a resolution you can reach Tim at ###-###-####.
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 in this matter.
Tina
Executive Care Agent
Cincinnati Bell Telephone

December 29, 2017

[redacted]
[redacted]
[redacted] RE: ###-###-####, [redacted]
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com regarding your set top box.
I have schedule a repair visit for 1-2-18 (4-8) to have the box...

switched out for you. If you want to take care of it sooner. Please go to a Cincinnati Bell retail store and swap out the box and then plug it in and the issue will be 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 19, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is
responding to your Revdex.com complaint.
I have consulted with our
Fioptics Buildout Team and they have advised there are some customers...

in
Harrison that have been upgraded but as of now there are no plans to upgrade
the network servicing your area to Fioptics within the next year.
I apologize I do not have
a specific date or timeframe to give, but I have set you up to receive
notification as soon as Fioptics becomes available at your residence.
If you have any further
questions or concerns regarding your account you may reach the Residential
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.
Tina
Executive Care Agent
Cincinnati Bell Telephone

January 12, 2015
 
[redacted]
[redacted]
[redacted]
 
RE: CBT Account [redacted]                
 
Cincinnati Bell is responding to the complaint that you filed with the Better...

Business Bureau regarding your account.
 
In your complaint you mentioned that you have an attorney since that is the case we are not able to comment on your issue any further.  Your attorney will know how to reach our legal department.  Cincinnati Bell considers this Revdex.com complaint closed.
 
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 have determined that this does not resolve my complaint.  
Per the notice, I was given 180 days to return my equipment. I did in that time. When I contacted Support they advised that I did not owe 392 dollars which is what is reflecting on my report.  They also stated that they would contact the collections department to have the account taken out of collections please listen to the phone call. I never paid any debt collection company. I paid my bill in full to Cincinnati Bell. I don't want this marked as paid because I never paid a 3rd party debt collector. I paid Cincinnati Bell. 
Regards,
[redacted]

[redacted]
Revdex.com #[redacted]
Account [redacted]
 
Dear [redacted],
We have received and reviewed your additional concerns with your Cincinnati Bell internet account # [redacted].  On 10/03/14; you were advised and agreed to pay ½ for the unreturned modem due to no receipt from you and nothing in our system showing equipment was returned.  You were advised to pay $60.00 and the balance will be adjusted off; which it was.  There was an additional payment on your account of $50.40 which you will receive that amount back in a refund check; which will take 7-10 business days for you to receive.   No other adjustments are due on the account.
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 considers this issue closed.
 
Thank you,
 
[redacted]
Executive Care
Cincinnati Bell

We are paying for high speed internet and are not getting it. Have been having issues for the last year and a half. I  have contacted by computer support and they have tuned up my computer so that isn't the problem. Was told there are problems with my modem and I'm not eligible for Zoomtown. I...

have a new modem so that is not the issue. I want answers. Have had no resolution after several conversations with technical support and other departments. I want what I'm paying for.

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.    The original complaint wasn't read by Cinti Bell the lines are still down.  The property is [redacted]. 
Regards,
Mary Van Cleave

Cincinnati Bell submitted the request for The phone number ###-###-#### this was sent to [redacted] for OPTIN on 05/12/17 using [redacted] Account Number [redacted].
Customer will get a [redacted] bill and a Cincinnati Bell Bill. The [redacted] is not billed together with CBT customer gets a bill from [redacted] and Cincinnati Bell. If the customer has any further issues they need to call [redacted] about the [redacted] account and call Cincinnati Bell ###-###-#### if there are any CBT billing questions.

February 12, 2015
[redacted]
[redacted]
[redacted]
  
Dear [redacted],
 
Cincinnati Bell has reviewed your rebuttal. There is no new information.  You will continue to receive text, emails and calls until you port out.
Cincinnati Bell considers this complaint closed.
Sincerely,
 
[redacted]
Customer Care
Cincinnati Bell

As of today, 10/12/16, Jane from the [redacted] program at Cincinnati Bell stated the [redacted] form I sent is was not received. I mailed it on 10/4/16. She said I should here something from the Administrator within 10 days after receipt. Again, my concern has not been addressed. I applied for [redacted] in August!

The technician completed the wiring at the location. Your new provider was able to use the wiring/jack that was installed. The charges are for completing the physical work at your address.

June 19, 2015
 
 
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
I apologize for the confusing situation with your billing for your set top boxes. As...

per our conversation I have placed an order making all 3 set top boxes free until 6/18/16.
 
As a courtesy I have also adjusted your current amount due to $0.
 
As discussed over the phone your monthly service fee before taxes is now $106.63.
 
I will follow up your next bill printing on 6/29/15 to make sure everything is billed correctly.
 
If you have any further questions or concerns you can reach me at the contact number I provided over the phone.
 
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.
 
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

December 30, 2015
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have reviewed your account and bills and I apologize for any confusion regarding your promotional price...

expiration or the final balance due.
Per our records your promotional pricing on [redacted], and the internet service expired in July. You also had a separate promotion on the DVR service which didn’t expire until September.
Your bills printed on the 16th of every month. On 9/16/15 the bill printed for $161.91 due to the expired DVR promotion. There was no payment made on this bill.
On 10/16/15 your bill printed with the past due balance of $161.91 + current service charges $170.86, totaling $332.77. This balance also included a late fee for the previous bill. You paid this balance in full on 11/3/15.
Per our records on 10/31/15 you had (5) set top boxes removed from your account but only (4) of them were returned at the store. Your next bill printed on 11/16/15 in the amount of $290.94 due to $165 in fees for the (1) unreturned set top box, remote control, and power cord.
Your final bill printed on 12/16/15 in the amount of $601.99. There was no charge for service on this bill since your account was already cancelled but it did contain the full past due balance of $290.94 plus the new fees for the modem, power cord, and the last set top box, power cord, and remote control.
On 12/18/15 you returned the (2) remaining set top boxes and modem at the Cincinnati Bell store. An adjustment of $477 was then issued to your account for the equipment charges and their applicable sales tax.
The remaining final balance due of $124.99 is for the internet and video service provided from 11/16/15-12/15/16. Since this is a valid service fee this balance will not be waived.
If you have further questions regarding your account balance or would like to make payment you can reach the Final Billing Department at ###-###-####.
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 in this matter.
Tina
Executive Care Agent
Cincinnati Bell Telephone