Star Office Supply

Sorry for the confusion. The service is being disconnected today and the order dated back to 6/16. You can ignore the June bill and you will receive a final statement in July. There should not be a balance owed on the account. If you are set up for automatic payment you should cancel it before the payment comes out. If you haven't already please return your modem to a Cincinnati Bell store to avoid $100 charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and now have another question.  You say a portion of the August bill will be prorated based on the prior rate.  Does that mean it is prorated based on the $200 billing rate?  I believe the prior supervisor gave us an additional $40 credit to make up for that, is that correct?  I want to make sure my August bill stays in line with our budgeted amount.  Thank you for confirming the total charges including taxes from September forward.
Regards,
[redacted]ald [redacted]

[ 
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]

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.   
Mellissa I swapped out the modem and it does not resolve my issue. as far as fiber goes, I don't care about that I just want to be able to use the internet. Surely CB engineering will replace the equipment that is faulty and congested if they are aware that I am in a "no service situation". I just tested my connection at 413kbps that is equivalent to no service. whom may speak with that has the authority to fix my connection? I am prepared to take this all the way up to Mr. F. if need be.CB is a great company and I cant believe we cant resolve this. It has to be a bureaucratic. Whom ever has the authority to update the congestion issue just doesn't understand how bad my connection is or they would authorize it. Respectfully[redacted]

July 6, 2016
[redacted]
5648 Eagle CreekCourt
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Cincinnati Bell has investigated your account regarding the issues listed in your Revdex.com complaint. Per our previous response, no further credits are applicable and all current charges are valid. The credits referenced in our previous communications applied to both your May and June billing cycles, and appeared on your bills. No further courtesy credits will be given on this account. Cincinnati Bell considers this issue closed.
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

The property damage claims was referred to [redacted] Services. Cincinnati Bell considers this complaint closed and resolved.

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]

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.
you didn't explain 4G and 3G  what happen. I need to see the detail bill for every month. from Mach to Otc. 
Regards,
[redacted]

Revdex.com:
I feel like none of their converstaions are consistent. I want the original bundle pricing as given before.
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 have determined that this does not resolve my complaint. 
First of all I want to thank you for replying to the posting
that I left with the Revdex.com. While I understand your position on the complaint I
am going to disagree with your interpretation on what I was told and how the
situation was handled. I will try to explain my complaint in detail.
When we moved into our apartment last year, we were
approached by a salesman from your company. I answered the door and he asked if
we had a service provider. At the [redacted] we had [redacted], but was looking for
a better deal in which my wife and I could add a T.V plan to. I explained to
your salesman that I was looking for a bundle that was month to month and was
not under contract. Salman told me that they (Cincinnati Bell) offered a bundle
that was exactly what I was looking for. I then clarified with the salesman and
asked him if I could have the price he quoted me for as long as I had the
service and that it would never increase. Salesman told me I was correct in the
price for services and that it would never go up, and even wrote the prices on
my contract, which I have in my possession. After signing the contract with him
and setting up service, I received service for more than 12 months, and the
monthly bill randomly went up more than double on the 14th month. I
noticed the bill when I logged on to the website to pay my monthly payment, two
days before it was due. At that [redacted], I called Customer Service and asked about
my bill. I was on the phone with three different customer reps, in which I spent
countless [redacted] listening to them trying to give me promotions instead of
dealing with the issue at hand. I explained to each person I talked to, that I
wanted my bill to be what I was promised and signed up for. After going back
and forth I stopped fighting for the price to continue and just wanted my last bill
back to the original amount so I could pay it and be done with service. My
conversation with the last Customer Service Rep. ended with the girl putting me
on hold, and then hanging up on me. I had been on the phone with her for over
an hour, which you can listen to because it was recorded. I was tired of
getting the run around, so I had my wife call back, when she got home from
work. Sure enough, she talked to three different people the *same way I did, and
no one wanted to own up to your mistake as a company. My wife finally talked to
someone that would finally change our price, which we paid right away, and then
canceled our account. She spent over an hour talking to the three people in
Customer Service as well. So overall we spent two and a half hours trying to
fix something that was not our fault. My complaint is about how we were
treated, lied to, and we are the ones that are being treated like the “bad guys”.
1.     1.  Clearly as a company, you do not stand by what your Sales tell people and contract signed
both verbally and physically.
2.        2. Company
does not listen to what customers are asking when talking to Customer
Service. We lose a great price, our service, and we have to find another
service because we were lied to.
3.              3. Customer Service treated us as if we were the “problem” not as a “victim”
Please note I have documentation on everyone I have spoken
to, along with the salesman’s info. I also have in my possession, my copy of
the contract I signed. My wife and I work hard for our money, and spend way too
much [redacted] trying to defend our position on this subject. I asked for a refund
because of the hassle we have been put through.
Regards,
[redacted]

Per our records service has now been installed on 11-28-17.
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.

March 20, 2017
[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]
Dear [redacted],
This letter is in response to the complaint that you filed with the Revdex.com regarding your autopay and late fees.
According to our records you signed up for autopay on...

1-3-17 and autopay was deactivated on 2-15-17.
As a courtesy I have adjusted $75.74 to cover late fees and NSF fees for returned payments.
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,
Melissa
Executive Care Representative
Cincinnati Bell Telephone

March 16, 2015
[redacted]
 
RE: [redacted]
 
Dear [redacted],
 
Cincinnati Bell mailed the refund check on 03-04-15. You should have received this check in the mail already.
Sincerely,
 
[redacted]
Executive Care
Cincinnati Bell

Cincinnati Bell is responding to the rebuttal that you filed regarding your internet.
I have been investigating your complaint. You do have zoomtown high speed internet, but if a new customer was to try to get internet in your area it is no longer available that means there are no more slots for internet customers. We do not have a timeframe of when fiber will be available. I have reduced your zoomtown to 14.99 a month and waived the rate on your modem for the next 12 months. Hopefully by that time when the promo is ready to expire we will be able to offer you fiber. We do apologize for any miscommunication about the type of service that you have. We do not guarantee the speed of Zoomtown it is up to 5 mbps. If you have any issues with your zoomtown please call tech support at ###-###-####.
I have issued a one month credit on the account as a courtesy. You have a credit of $60.78 on your account.
Your bill going forward will be $45.83 + tax and surcharge.     Cincinnati Bell considers this complaint closed and resolved.
Executive Care
Cincinnati Bell Telephone

June 21, 2016
[redacted]
[redacted]
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
After speaking with you on the telephone, you advised me that when we exchanged your modem with updated equipment we mistakenly took your personal modem instead of our Cincinnati Bell equipment. You advised me that our Cincinnati Bell modem was most likely located in your closet. We found no notes of incorrect equipment being exchanged, as our technicians scan equipment in as it is returned by the customer. Reviewing your recent bills, you have not been billed for an unreturned modem. Had our original modem not been returned during this visit, it would have created a charge. I have attempted to contact you both on June 17th and today, June 21st to discuss this information. On both occasions I was unable to make contact and left a voicemail message.
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

January 5, 2016
[redacted]
[redacted]
[redacted]
RE: Fioptics Account – ###-###-####,[redacted]
Cincinnati Bell is responding to the complaint that was
filed with the Revdex.com concerning Fioptics service.
Cincinnati Bell...

made a corporate decision to outsource
the call center.  The offshore representatives
have all been trained and given all of the tools needed to resolve issues for
customers.  We do have local
representatives but you are not guaranteed to speak to a local representative
when you call in.
It is our policy to have a four hour window for our
premise visits.  The tech will be there
within the 4 hour time frame.  We can
request to have a tech call you when he is on the way.
Per notes on the account, I see there is a tech visit
scheduled for January 8th from 12-4. 
  
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

May 22, 2015
 
[redacted]   
[redacted]       
[redacted]  [redacted]
 
RE: Fioptics Account – [redacted]
 
I am responding to the Revdex.com complaint that you filed regarding the internet...

service.
 
First of all I have spoken to [redacted] today and explained to her that a bad piece of customer premise equipment in the field is creating an issue for multiple users connecting to the same equipment.  We are working to isolate the user and resolve the issue.  Customer troubleshooting is actively underway today and as a result, we hope to isolate the trouble equipment and resolve.
 
I have issued a 1 X time courtesy credit to the account of $100.00.  Repair has issued a total credit for downtime of $73.21 so going into next month’s bill you have a credit of $173.21.
 
I would like to let you know that the complaint is in the Executive Office and I work directly with the Execs at Cincinnati Bell and [redacted] will be made aware of this issue and we will be sending training and coaching and developing to improve the process of the escalations so that this type of issue does not happen again.  We hear your complaint and we are working diligently to resolve your issue.
 
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

Cincinnati Bell is responding to your Revdex.com Complaint regarding your final bill and the full monthly service fee. It is our policy and process not to prorate the final bill. After reviewing your account and service history. I have issued a courtesy credit in the amount of $140.00. You will get a...

refund check within the next 10 business days.
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,
Melissa
Executive Care
Cincinnati Bell Telephone

Revdex.com: See my response below!!!
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]To:  Cincinnati BellThe ticket number was provided in my original message which, if you had checked with your people, would have given you my mother's street address, etc.  Her acct # is ###-###-####-[redacted].  I am her advocate in this matter as she is 87 years old.  The email address is mine, she doesnt have one.

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]
 
While the facts that were mentioned in the response by Cincinnati Belll are correct, they neglected to address the additional issue and resolve the entire complaint. First, while they claim a refund was issued, weeks since the money was taken from my account that refund has yet to be received. Further, they did not address the issue that the service should have been disconnected by the in store rep, therefore not making prorating even necessary since the rep should have done the service disconnect prior to the 8/22 billing cycle. This rep is a front line part of the business, and failed to do what was expected for me as a customer. Unless the company concedes to return the additional month fees, I cannot consider the issue resolved.