Star Office Supply

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:
This is the same canned response I received from them earlier. I was promised that my phone and internet would be $40 for life so long as I did not request any changes. Further, when I was told I would be forced on to Fiop, I was assured by multiple employees that my bill would not change. Not only has Bell gone back on their offer, they lied about the increase. Regards,
[redacted]

May 26, 2015
 
[redacted]
[redacted]
[redacted]
 
RE: CBT ACCOUNT # [redacted]
 
I am responding to the Revdex.com rebuttal that was filed regarding your bill.
 
I issued order # R2963369 on May 15th  to remove the electronic billing.
 
You received an invoice dated 5-7-15 for dates of service from 5-7-15 to 6-6-15.
 
That invoice was issued before my order to remove the electronic billing.  Your next bill will be a paper bill for the invoice dated 6-7-15.
 
It is never Cincinnati Bell’s intention to dissatisfy our customers.  On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
 
[redacted]
Executive Care Office
Cincinnati Bell Telephone

I do NOT accept this response because we were NEVER MADE AWARE OF SUCH A POLICY. If we had known that such a policy existed, obviously, we wouldn't have canceled our service in the middle of the month, after paying it a month in advance like we are required to do. We never signed any agreements in regards to their so called policy, and furthermore, it's not printed on our bills, nor did they verbally make us aware of it. After canceling our service, WE ASKED about receiving a prorated amount for the 3 weeks of unused service, it was NEVER mentioned to us by any Cincinnati Bell representative. I think it's sad that  businesses try to be sneaky by finding ways to receive extra money from consumers by not making customers aware of such ridiculous policies. If companies are going to intentionally keep money for services that are no longer needed then in the future they should print the ridiculous policies on the bill and MAKE SURE THAT CUSTOMERS ARE AWARE of how they plan on keeping  your money. If this isn't matter isn't corrected, I will never do business with Cincinnati Bell again nor will I recommend them, they are to many companies out there to choose to get these services from and they don't have ridiculous policies like the one we are just now being made aware of. We mentioned this to our new company and they were shocked at such a policy.

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 was told that I would receive a call back on July 10th 2017 from cooperate office, I never received that call back.  I was also told that a tech was going to come to my house between 10am-noon last week, I called them to confirm that someone would be here between those hours and was told again someone would be here.  I took off work (again) and no one showed up or called me to cancel.  When I called Cincinnati Bell later that day I was told that someone showed up at 8am and no one was home so it was cancelled.... The appointment was made for 10am-noon for the very reason that I was going to be at work.  I again lost more money from taking off work for nothing.  Prior to this I was told that I would get a free upgrade to Fiber from all of the problems that I had for over 2 weeks, I spent over 10 hours talking on the phone with techs in those 2 weeks, took off work twice, and now I'm being told that none of these notes were put into their system and they want me to pay for an upgrade so that things will work properly.  Everything worked fine for almost 3 years and now suddenly I have to upgrade for things to work?  None of this makes any sense, I will not pay to upgrade anything when my current issues aren't even being properly taken care of.  Still waiting for that phone call back from cooperate office....
Regards,
[redacted]

Per our phone conversation 1-17-17 the Revdex.com complaint has been resolved. I have issued a credit of $40.77- for the PPV overage.

[redacted]
Revdex.com #[redacted]
Account #[redacted]
Dear [redacted],
We have received and reviewed your concerns with your Cincinnati Bell Wireless account and getting the unlock codes.  I apologize for any inconvenience this may have caused you.  We are showing the unlock code for...

[redacted] is[redacted].  The unlock code for [redacted] is not available due to we are showing you put your cims card into the device on 10/11/14; after Cincinnati Bell had given the codes to our customers which happened on 08/01/14.  Since your device was not registered we will not have or be able to supply you with an unlock code for that device.
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 Agent
Cincinnati Bell

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]Customer called Revdex.com on 6/24 and stated he still hasn't received his promised refund and will keep this complaint open until the matter is resolved.

[redacted]
RE: [redacted]
Revdex.com #[redacted]
Account # [redacted]
 
We have received and reviewed your concerns with your Cincinnati Bell account # [redacted] and the cable services installed in error.  I apologize for any inconvenience this may have caused...

you.  I am showing our tech came out to the location on 11/20/14; to remove the cable services from the account.  Account has been noted and we issued a credit on the account for $[redacted]; due to advising two months free service due to issues.  I will follow up 12/26/14 to check next bill and make sure credit received for 2nd month free.
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

[redacted]
Revdex.com #[redacted]
Account ####-###-####,[redacted]
 
Dear [redacted] and [redacted],
 
We have received and reviewed your additional concerns with your Cincinnati Bell account # ###-###-####,[redacted]; and the activation of your services.  We have you schedule for 04/20/14 8:00am-12:00pm; to install your services.  All information has been advised to you about your appointment, if needing to reschedule you would need to call Cincinnati Bell Residential department at ###-###-####.
Cincinnati Bell considers this issue closed.
 
Thank you,
 
[redacted]
Executive Care
Cincinnati Bell

August 10, 2015
 
 
 
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your RevDex.com complaint regarding your final bill for Fioptics Internet and...

Cable.
 
I have reviewed your cancellation order and as I advised
over the phone the order was processed to give you a credit for billing cycle
7/25-8/24. The representative did this as a one- time courtesy.
 
I apologize about the conflicting information you
received after this order was placed. This incident is being documented and
submitted to the representatives for education purposes.
 
I will follow up with your final bill after 8/25/15 to
make sure it is printed correctly.
 
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

After reading through this customer’s rebuttal twice I’m having trouble trying to figure out what his goal is or what he wants to obtain.In a very roundabout way he’s saying his Whole Home DVR service isn’t working to his expectations. What about the Whole Home DVR is not working?Can you please ask the customer to resubmit his rebuttal and summarize what it is he wants out of this complaint?Thanks,  Tina Executive Care RepresentativeCincinnati Bell's Executive Office

July 7, 2015
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Better Business Rebuttal concerning the Zoomtown Modem rental fee.
 
Again, I apologize but this is a Corporate Policy that I am unable to change.
 
When your promotion expires in January, you can contact our office at ###-###-#### to see if they will extend the promotion.
 
Cincinnati Bell is considering this complaint to be resolved and closed.
 
[redacted]
Executive Care Agent

April 26, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####,[redacted]
Cincinnati Bell is
responding to your Revdex.com complaint.
I have researched your
account and I apologize for the missed install visit on 4/21/16....

When the order
to upgrade your service was first processed the original due date given for
install was 4/30/16. When the representative escalated this and got the
installation approved for 4/21/16 a system error caused this update to not flow
through correctly to our dispatch department.
I have forwarded this
incident to our System Administrators for review. I have also placed a $50
courtesy credit on your account for the error and your frustration.
Per our records your
installation was initially rescheduled to the next day, 4/22/16 but the order
was later cancelled upon your request. If you change your mind and would like
to reorder please reach out to me directly at ###-###-####. I will get you in
touch with a local sales representative to process a new order and I will
personally follow your installation appointment from start to finish.
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

February 12, 2015
[redacted]
 
RE: [redacted]
 
Dear [redacted].
 
Cincinnati Bell has reviewed your account.  The Price Protection Plan only covers the Zoomtown product. The modem is not included in this agreement. Your receipt from...

your order clearly states that “services not identified herein are not subject to the Price Protection Plan “
 
Service(s):
·       ZT Direct for $30.00 X 24 months
 
Prices listed above exclude taxes, fees, and other surcharges. Additional charges may apply for service activation or installation. Services not identified herein are not subject to the Price Protection Plan.
 
I mailed a copy of your receipt to your home today.
 
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 for now.When the technician was here download speeds were within normal ranges but later that day they reverted back to a low a 130kbps. So I am stumped. I am willing to monitor the situation for a while to see if it improves or deteriorates.
Regards,
[redacted]

From my understanding there wasn't anything they were willing to do.  Their stance is they did something and my is they did nothing so that is that......

We apologize if there was a miscommunication regarding where to trouble was located when you spoke to our repair group. The charge is for the work the technician completed. The technician stated they repaird the inside wiring. You were not charged for the visit, but the work completed.

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 second technician sent out the same day, and the third technician who actually installed our service on 10/10, had no issues with the "condition" in which they would be/were installing our service. As previously stated, the first technician made slanderous comments about the condition of our home to his supervisor, who shared those with us. He also left without saying a word to us. If this is "professional customer service" from Cincinnati Bell, it's a miracle you're still open. I am not satisfied with this "answer," as it was not an answer. There was no apology, just a justification for their poor service, which is unacceptable. No one should be subjected to this kind of treatment, and this situation is very disappointing. Do you not have a PR department to deal with epic failures before they go viral? I'm sure you have someone there who could type up a simple "we're sorry we wasted your time and employee people who are so lazy that they lie about customers to avoid work." Look, I just typed it - you could just copy it, paste it, sign it, and send it back. It's like I did your job for you. You're welcome. Terrible, awful customer service.
Regards,
[redacted]

June 29, 2015
[redacted]
 
Re: ###-###-####, [redacted]
 
Dear [redacted],
 
This is in response to your rebuttal. You placed an order to add a landline in January 2015. Your landline order was completed on 01-17-15. Cincinnati Bell’s records indicate one phone call to repair concerning your landline not working on 01-19-15.The notes indicate that you would check your phone equipment and SNI and callback to our Repair group if needed. Cincinnati Bell does not show any others calls concerning your landline not working. Our records indicate that you called once in February and several times in June to question your bills. Another call in May to question your internet speeds.
 
Your promotional rate that was added in January 2015 was for [redacted] television and home phone only. The other promotions were a 12 month promotion from when you started service in May 2014. These promotions ended on 05-31-15. This has been explained to you by several representatives.  The promotions that ended were on [redacted], Set top boxes, sports tier, modem fee and internet.
 
Cincinnati Bell does not guarantee internet speeds. This is in our terms and conditions.
 
8. Service Speed
ZoomTown and Fioptics Services come in a variety of speeds. The availability of some service speeds may depend on the location of facilities in your neighborhood and on your street. Not all service speeds are available in all areas. Cincinnati Bell does not guarantee that the Service, Equipment, or other equipment authorized by Cincinnati Bell for use in connection with the Service will perform at a particular speed, bandwidth, or data throughput rate, or will be uninterrupted, error-free, secure, or free of viruses, worms, disabling code or conditions, or the like. 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).
 
 
Cincinnati Bell will mail you a final bill with 2-3 weeks.  If you have any question on the final bill please call our final bill group at ###-###-####.
 
Cincinnati Bell considers this complaint closed.
 
Sincerely,
 
Rhonda
Executive Care
Cincinnati Bell