Star Office Supply

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 called in multiple times to the number listed on your own website saying 24/7 technical support to only get a recording saying your hours are from 9-5pm. This has been a consistent on and off again problem and you are obligated under FCC regulations to provide speeds for what I am paying for which is 30 down and 5 up not 1.66 down and 3.33 up as you can see in the attachment from the FCC speed test page.  3 times in the last 2 weeks you failed to provide the service you offer to me. I don't understand how a company can operate like this and be Revdex.com accredited. 
Regards,
Blake Johnson

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. On November 28, according to Cincinnati Bell representative
Erica, my phone number was never ported to [redacted], instead [redacted]
mistakenly processed a cancellation order on November 18, and my services
were therefore cut off by Cincinnati Bell on November 21, Both
Cincinnati Bell and [redacted] verified that Cincinnati Bell still owns my old
phone number! When I finally went to [redacted] for services November
26, 2014, I was unable to have my old phone number as Cincinnati Bell still
owned it and I believe still owns it todaySo after years of having my old
number with Cincinnati Bell, I was forced to get a new phone number with Time
Warner, very inconvenient transition process of notifying everyone of my new
number This felt punitive to me by Cincinnati Bell First
Cincinnati Bell cut off all my services mistakenly and then prevented me from
keeping my same established phone number of years Changing my email
address was equally difficult to notify others of the change, many accounts
requires you to log in with your old email address, followed by a link sent to
old email address in order to process the new address I could not
receive or send emails with my old email address, I felt cut off from the rest
of the worldIt was horrible I do not know why [redacted] is reporting
incorrect information regarding my phone being ported out when it was not
The new balance of $95.99, after prorating termination of services,
does not reflect the $payment I already made to Cincinnati Bell on
October 31, This payment should have been applied to the days of
new services with fioptics, as my old services failed on October 18, and
were not continued Therefore, the final balance due would be $
Although I am not sure this is fair as I never got the 30mbps internet
services quoted in my package, I only received the slower mbps internet
service Additionally, my account should not have gone to [redacted]
[redacted] as I have repeatedly called Cincinnati Bell trying to get this
resolved The most recent call occurred on February 9, I just
received the collection notice from [redacted] and the total
amount due in their letter is $not [redacted] response of $95.99, which is
also incorrect as explained above It appears that departments at
Cincinnati Bell do not communicate with each other or [redacted] would have seen my
payment of $ [redacted] would have seen the repair order as all my
services went down on October 18, Cincinnati Bell replace my old
services with the newer fioptics package, that I never got in its entirety,
30mbps internet This entire process with Cincinnati Bell has been very
stressful and frustrating to say the least It has been five months and
it is still not resolved correctly. I do accept the resolution of the separate "email only"
account with zero balance instead of $as billed previously, but only as a
partial resolution of the entire problem The major problem of $and
now [redacted] is yet to be resolved I am requesting the final billing to be corrected to reflect my
payment and that Cincinnati Bell request my account back from [redacted]
[redacted] Considering the nature of this major problem, I should not
have been sent to [redacted] to begin with. As you can see it has required an outside third party to assist me in
resolving this matter, due to Cincinnati Bell's actions and inability to
resolve their own mistakes If a business offers a package of services
for a set price then the business should deliver the entire package of services
at the quoted price If the business does not inform the consumer at the
time of purchase that there is no prorating of services across billing dates,
then that business should not be permitted to bill double by not prorating the
old service used, accepting money paid for the unused old service package,
installing only a part of the new package and then billing for the new service
package that overlaps the old service billing dates for which the business
already received money forThe business refuses to correct the greatly
inflated bill and sends the consumer to [redacted] for not paying the
incorrect billThis is outrageous business practices that no one should be
subjected to. I believe this is how my originally quoted new package of services at
$per month showed up on the first bill as $201.03! Now with the
recent partial prorated billing Cincinnati Bell offers a final bill of $
still with no credit of $already paid for the old services I never
received and now, five months later, multiple conversations later, Cincinnati
Bell announces they do not prorate the final bill What about prorating
the beginning of the bill if new services fall between billing dates in
alignment with the package billing? Or explain to the consumer they will
have to pay double Or inform the consumer they should wait until the end
of their billing cycle to install new services to avoid high costs not in
alignment with quoted packages This was not explained to me when I
accepted new services, it wasn't even mentioned by the sales representative or
by in store representatives How would a consumer know Cincinnati Bell's
corporate policy? I believe this to be deceptive business practices and
the public should know so they are not taken advantage of also Regards,
[redacted]
[redacted]

Spoke to representative from cincinnati bell. Explained situation to her and told her that complaints Dept did not do what they were supposed to do. After she cinfirmed with them, she called me back and advised that I was correct in saying that they were taking employees word for that he had not touched the bed. She said the case was closed and there was nothing she couild do. So no investigation was ever done. This is a poor way to do business.

September 3, 2015
 
[redacted]        
[redacted]
[redacted]
[redacted]                    
 
RE: [redacted]...

[redacted]
 
Cincinnati Bell is responding to the complaint that you
filed with the Revdex.com regarding your appointment time scheduled
for September 30th.
 
According to our records your service will be installed
9-30-15 between the hours of 12-4.  A
technician will call you at the can be reach number that is listed on the order
when he is on the way to your residence.
 
We will be doing an ONT install that can take anywhere
from 5 to 6 hours to install.  Therefore
we are not able to set this type of appointment for an evening
appointment. 
 
If there is a date that works better for you when we can
send an installer either am appointment 8-12 or the afternoon appointment 12-4
please feel free to call the RSC and they will see what is available to
schedule the appointment.   
 
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.  
Tracy S. sent the email below advising me the price was incorrect in the email.  No reduction was made as she indicated.  Hi [redacted],
I got you scheduled for 10/30/2015 in AM.  I also
created an email address for your wife and it is [redacted] and you can set
up your email address at email.cincinnatibell.com.  Your account# is
[redacted].
The receipt that was emailed to you is not correct since I have
to have my operations manager go in and change the pricing since I don’t have
the authority so just ignore it.
Let me know if you have any questions.
Thanks,
Tracy S. 
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.  Cincinnati Bell has a known issue with their cable service but do not have ETA on when it should be fixed but in the meantime customers are to pay their bills for services they don't get.  Also, for a person to come to my home to investigate other cable issues that may or may not  be fixed, the known issue would still not get fixed.  Why would I agree to that?  I want all issues fixed and resolved.   I have had the issue since May and it's has only gotten worse.   Cincinnati Bell is "claiming" they were only made aware of the issue of channel freezing now.  If their customer service agents were recording tickets/calls, Cincinnati Bell should know that this is has not just popped up now.The other topic of discussion was how rude and disrespectful their call center agents are.  As well as the call center agents cannot resolve technical issues when you call them.  I was on hold for 1 hour and 21 minutes one time, over 30 minutes multiple other times.  The call center is located in the Philippines and they don't speak or understand English.  I was informed yesterday that they don't have records of all my calls/tickets.As a new customer of 7 months, this is very disheartening to not only have issues with services that I pay for and extremely poor customer service but there is no resolution as to when the issues will be fixed.    Why as a customer should I continue to pay for services that I don't receive?
Regards,
[redacted]

August 24, 2016
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
I have looked into your account and the buried wire request and I apologize about the delay and...

inconvenience you have experienced. When I contacted the Field Operations team regarding your account they had already been made aware of the situation.
I have been updated that one of our Field Operations Specialists has already been in contact with you to address the routing issue and he has verified the buried wire job will be done by early next week.
I will personally follow up with this job and get in touch with you once completed to settle your request for a billing adjustment.
If you have any questions for me in the meantime you can reach me at ###-###-####.
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.
Tina
Executive Care Agent
Cincinnati Bell Telephone

[redacted],
Cincinnati Bell has addressed all of your issues on all of your Revdex.com complaints. We are following process and our process is that if you have a technical issue with your services you need to call tech support -###-###-####. If you have a billing question call ###-###-####. Cincinnati Bell has given you all of the correct contact information for you to be able to call in and have your issues addressed. We have investigated your complaints and there are no credits that are due on your account. Cincinnati Bell will not be issuing any type of credits or adjustments on this 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.
Executive Care
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. 
**My Response** I have a screenshot and a photograph showing calls were made to Cincinnati Bell regarding my speed. Apparently the customer service rep did not make notes. The first call was on 05/07/15 at 1:59 pm (from phone number 513-502-8488) and lasted 26 minutes and 30 seconds. The second call was shorter because I hung up when it became apparent I was going to get the same runaround. That call was placed on 05/08/15 at 7:16 pm (from phone number 513-967-9915). That call lasted for 8 minutes and 8 seconds. There was another call placed to the company sometime last year, but I no longer have access to the phone that was used to find out exactly when.
Regards,
[redacted]

May 20, 2015
 
 
 
[redacted]
 
RE: ###-###-####,[redacted]
 
Cincinnati Bell is responding to your Revdex.com rebuttal.
 
I have been in touch with [redacted] Construction and have been advised a supervisor visited your residence this morning to verify all repairs have been completed.
 
On 5/16 [redacted] from [redacted] went to your residence and made a repair to a cut wire but was unaware there was another place where the wire had been damaged.
 
[redacted] returned to your residence on 5/19 and repaired and reburied the wire and repaired a light. He spoke with your groundskeeper, [redacted] and verified that all lights are now working. He has advised me that he gave his business card to [redacted] to contact him if any further issues were discovered.
 
Per the notes on your account you have received $71.70 in courtesy credits since 3/27 for your installation issues. The credits I have issued are included in this amount.
 
 I apologize for the inconvenience you have experienced but no further credits are applicable at this time.
 
Cincinnati Bell considers this complaint closed.
 
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

Cincinnati Bell has no new information. All issues have previously been addressed with the customer. Thanks. TinaCincinnati Bell Executive Office

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.
I would be happy to provide a copy of each monthly bill showing the charges for whole home DVR service that I never had, as well as the email from August when I downgraded my service showing that my new monthly charges would be $110 yet I continued to be billed $147 per month.  I'm quite aware of what date I cancelled my service and the fact that the the charges are not prorated when they are billed in advance is absurd if not illegal.  (If it is legal to charge for services that were never provided and then ruin an individuals credit when they don't pay then there is something wrong with the law).  I will have to see to pursue a different course of action to get this cleared up.
Regards,
[redacted]

Can't make sense of Cicniinati bell saying someone else paid my bill. Could they please show me where someone compromised my account. very concerned about this

[redacted]
Revdex.com #[redacted]
Account #[redacted]
Dear [redacted],
We have received and reviewed your concerns with your Cincinnati Bell wireless account #[redacted]; and your final bill amount.  I apologize for any inconvenience this may have caused you.  We are showing you ported out on...

06/07/14:
[redacted] and [redacted] both ported out that [redacted]e day.  We are showing you had ETF’s (early termination fees) on both lines.  [redacted] was $[redacted] and [redacted] was $[redacted].  We are showing there was an adjustment made for $[redacted]; which would have been half of the ETF’s fee you was charged.   Your account has been updated and all credits and late fees have been adjusted.  We are showing you balance $[redacted], which includes your 06/09/-07/09 bill and also the other half of your EFT’s.
I have also sent bills to show usage when services were active before you ported out.
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

Dear [redacted],
Cincinnati Bell was not able to determine the issue until a repair technician visited the site. We are responsible for outside wiring and the customer for inside wiring. Once it was determined that the issue was inside the customer is billed for the repair visit. There has...

already been an adjustment on the account for service outage in the amount of $3.01. I am adjusting an additional $10.13 for your outage. The issue was reported on 6/1 and corrected on 6/2. You were out of service for 2 days and your monthly bill was $71.63 and 2 days of service would be approximately $5. In total you were given a credit of $13.14. The repair visit charge is valid.
Cincinnati Bell

I have sent the customer copies of the last 3 bills she received for this account to her email address provided in the complaint. I advised her of this in my response to her first rebuttal. I also provided her the contact info for [redacted] (###-###-#### and Cincinnati Bell’s Final Bill Department ###-###-#### in my responses. I have explained numerous times that it is Cincinnati Bell’s right to collect on final bills by use of an outside collection agency. She has called our Collections group regarding this account as well while this complaint has been worked. She has been advised by these reps as well that the account will not be pulled from the outside collection agency since the charges are valid. She has the option to pay either [redacted] or Cincinnati Bell by contacting the provided #’s. Thanks, [redacted] Executive Care RepresentativeCincinnati Bell's Executive Office

October
2, 2015
 
[redacted]
[redacted]         
[redacted]
[redacted]  [redacted]
 
RE:
CBT Account #[redacted]
 
Cincinnati
Bell is responding to the complaint that you filed with the Better...

Business
Bureau
 
Cincinnati Bell does not prorate and refund the monthly service fee
when Fioptics TV and/or Internet Fioptics or Zoomtown service are
canceled.  The proration of service is covered in Cincinnati Bell's
Service Terms & Conditions.  The customer will be charged for a full
month of Internet and/or Video.  This is an industry standard
that other companies follow as well.  Customers do have the
option of keeping the service until the last day of the billing
cycle.   
 
CANCELLATION
BILLING POLICY
Cincinnati
Bell may suspend and/or disconnect service for nonpayment of undisputed monthly
service charges that are not paid in full by the due date shown on the bill.
Cincinnati Bell will provide customer with a minimum of ten (10) days advance,
written notice of a disconnection of all or part of the Subscriber’s service,
except where disconnection has been requested by the Subscriber, is necessary
to prevent theft of service, or is necessary to reduce or prevent signal leakage
as described by 47 CFR §76.61. Cincinnati Bell will not disconnect all or part
of a Subscriber’s service for nonpayment until the bill is at least forty five
(45) days past due.
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.
 
Cincinnati
Bell’s terms and conditions are available online at Cincinnatbell.com in the
welcome guide posted online.
 
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

June 2, 2016
[redacted]
RE: [redacted])
Dear [redacted],
This letter is in response to the rebuttal that you filed with the Revdex.com regarding Cincinnati Bell Fioptics Service.
Cincinnati Bell feels that we have remedied the situation. We have had your name added to the do not contact list. Cincinnati Bell is not able to provide any recorded information or recordings without a subpoena. Our policy is that we do not reimburse or compensate for loss of time.
Cincinnati Bell considers this complaint resolved and 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.

Melissa
Executive Care Representative
Cincinnati Bell Telephone

I no longer have the account number. They should be able to find me with my SSN which is[redacted]-[redacted]-[redacted] The name of the collection agency is [redacted]. They told me I had to go through Cincinnati Bell to get this account taken care of. This has been going on since 2009. Please help. Thank you.