Star Office Supply

December 29, 2014
 
 
 
[redacted]
[redacted]
[redacted]
 
RE: [redacted]
 
Cincinnati Bell is responding to your Revdex.com complaint.
 
Per the terms and conditions Cincinnati Bell requires our customers to use the...

modem provided by Cincinnati Bell. This is to ensure you get the speeds we can deliver and also allows us to troubleshoot the modems configured to work on our network. If you do use your own router Cincinnati Bell still must provide a wired modem for your services to properly function. This equipment is what you’re a being charged $4.99 per month for.
 
This modem was shipped to you at the time you activated your service in August of 2010.
 
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 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. 
Regards,
[redacted]   The problem was not resolved, I send you the account number to disconnect the service ASAP, but nothing happened after we said you resolved the problem The business name is home sleep clinic account number # 513-107-4372 739 Desired Outcome: disconnect the service

July 5, 2016
[redacted]
RE: [redacted]

Cincinnati Bell is responding to your Revdex.com complaint.
Per our telephone conversation, Cincinnati Bell has updated your records to reflect the correct name-spelling and...

social-security number on your account.
Our records indicate that a technician repaired your service on July 1, 2016. As a courtesy, I placed a $10 credit on your account for the inconveniences you experienced establishing your voicemail service.
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

[redacted]
Revdex.com #[redacted]
Account [redacted]
 
Dear [redacted],
We have received and reviewed your concerns with your Cincinnati Bell internet account # [redacted] and the technical issues and charges.  I apologize for any inconvenience this may have caused...

you.  We are showing your account has a $0.00 balance.  All adjustments have been made to your account.  We are showing equipment for unreturned modem and power cord balance was adjusted also 1 month adjustment given due to issues was given on 08/08/14.  No other adjustments can be given.
 
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

Your current promotion for the internet is $24.99 till 6-17-17. Our promotions are only good for a year. You currently have 30 meg internet and that is the fastest speed that is offered at your address at this time. Per our terms and conditions that are available at Cincinnatibell.com the...

internet speed is not guaranteed. You get up to 30 meg. Cincinnati Bell does not throttle the speed. You line is provisioned to receive up to 30 meg.
I have set up a my account with the email address that you provided on the Revdex.com complaint that gives you access to your current bill and your prior bills. You will receive a welcome email for the my account.
I have attached the terms & conditions for internet speed.
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.

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.
The competitor that is noted will wave the modem fee if you do not use their equipment. I am not using Cincinnati Bell's modem, I returned the one offered in September of 2014.To state that everyone is charged the fee is proof that Cincinnati Bell is artificially inflating their monthly fee and engaging in advertising a lower price than reality.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11440680, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

When a customer removes a service or disconnects an account Cincinnati Bell doesn't pro-rate billing for non-regulated services.
Cincinnati Bell does not pro-rate the following:
Fioptics TV,
Fioptics Internet
Zoomtown
Long distance
Unfortunately Cincinnati Bell doesn't pro-rate the...

service you disconnected.
The proration of service is covered in Cincinnati Bell's Service Terms & Conditions. Customers do have the option of keeping the service until the last day of the billing cycle.
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.

My account #[redacted]My complaint DOES NOT involve my personal account.  Cincinnati Bell advertises that their TV Everywhere app works with the [redacted] device.  However, after contacting customer service on multiple occasions, I have been informed that the [redacted] is NOT supported, nor do...

they have any plans for changing this in the future.  So I ask that they stop this false advertising, as it was misleading me (and probably others) to believe certain things would would work when they don't.

Customer has cancelled his service and owes his final bill. I’ve sent the bills he requested. He’s complaining about data speeds which has been addressed and is irrelevant. He used the data the entire time he had a cell phone with us. Thanks, [redacted] Executive Care Representative

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. 
All they did was reiterate the same replies I received from prior communications with them. I still feel the same way, and they still feel the same way.
Regards,
[redacted]

April 11, 2017
[redacted]
RE: [redacted]
Dear [redacted],
This letter is in response to the 2nd Revdex.com Rebuttal that you filed with the Revdex.com regarding your internet speed and billing.
Your Cincinnati Bell bill can routinely change when the promotions expire or if there is a price increase. The taxes and surcharges also can fluctuate.
I have explained the speed issue and that your address is only qualified for 30 meg in my first response.
Cincinnati Bell does not throttle the internet speed that is not our process here at Cincinnati Bell.
I have given you access online to check your bills back to June 2016 on the Cincinnati Bell my account @ cincinnatibell.com

Your bill per month should be approximately $67.99 + tax and fees.       This month’s current charges are $90.02
Late fee $8.95
** Video excise tax $1.74
TV Broadcast surcharge $5.97
Sports Programming Fee $3.93
County Tax $1.44
Video $38.00
Internet $24.99
Whole Home DVR $10.00
Bundle Discount - $5.00
_____________________________________________
$90.02
Cincinnati Bell does not feel that a refund is due and we stand behind our initial decision and we consider this complaint resolved and will once again ask the Revdex.com to close this complaint.
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

October 19, 2016
[redacted]
[redacted]
[redacted]
RE: ###-###-####, [redacted]

Cincinnati Bell is responding to your Revdex.com rebuttal.
As stated in my previous response, the equipment was due back on May 1st. It was returned 2 months later on July 1st. You received collections notices prior to the account being turned over to a collections agency, and we received no response. The account was not referred to Collections until June 17th, well over a month after the equipment was due to be returned.
As mentioned previously, Cincinnati Bell has contacted our collections vendor to advise them that the account has a zero balance. I confirmed this information on Monday October, 17th. Please allow up to 30 business days for this to reflect on your report.
Cincinnati Bell considers this matter resolved.
Megan
Executive Care Center
Cincinnati Bell Telephone

June 30, 2015
[redacted]
[redacted]
[redacted]
 
Re: [redacted]
 
Dear [redacted],
 
Cincinnati Bell does apologize for any technical issues you may have been experiencing. I do see that you have had 3 technician visits within the last month.  The...

first visit indicates that there was trouble down the street from your home, on the 2nd visit your services checked OK but the technician changed the modem as a precaution, on the 3rd visit the technician ran new wiring to your home in attempt to resolve any issues.  The notes on all of these visits indicate that the internet was working when the technician left your home. 
 
I have referred your account to a supervisor in repair. I have requested for them to call you and see if they can trouble shoot your issue.  I have included a request for a repair credit for any outages you may have experienced. Please call anytime you are having issues with your internet. Repair credits are based upon when problems are reported until the issue is resolved.
 
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

Heidi I have rated your monthly service at $23.82 a month. I have issued a 3 month adjustment of $85.08.
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.

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 hear what they're stating but the associate made me think my bill would be no more than 120.00 we discussed this for a long time.
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. 
Regards,
[redacted] 
Cincinnati Bell not made any good faith effort to
resolve the issue.  They have done nothing except offer to replace the
battery for $150 ($100 for the battery and $50 to replace it).  And it is
only supposed to support an outage for 8 hours.  What if the battery quits
10 hours into a power outage and the [redacted] system no longer
works?????    I know, Cincinnati Bell doesn't care. 
For the
Revdex.com:  you need to add a section for "Revdex.com found
business made NO good faith effort to resolve complaint "

On 3-31-17 our company was no longer selling complete protection in our bundle. The website was not updated till 5-1-17 to remove any information about the Security System. When you placed your order online it was still showing on the web and in the cart that you created. There was a glitch in...

the system that allowed you to order a service that we no longer offered. You currently pay the lowest price available for the internet. I do apologize for the inconvenience this was simply a timing issue with our systems. I have credited you for one month of service adjusted a total of $63.54. You currently have a credit on your account that will show up on next months statement.
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

February 26, 2018Dear [redacted],Cincinnati Bell is responding to the complaint you filed with the Revdex.com. I sincerely apologize for the issues you’ve been experiencing as of late. I show that the most recent repair visit to your residence was completed successfully on December 15,...

2017, and that you were a part of a recent outage. Aside from that, I do not show that you had a technician to your residence for over a year’s time before the most recent tech visit on 12/15. Hopefully your service is now back to working like it did during that period of time. Regarding your neighbors’ accounts and their service issues, I cannot perform any sort of troubleshooting or line testing on their accounts through you, they must call in or message us to have these issues addressed directly on their own. Please advise your neighbors to do so if they have not yet already. As was explained to you prior to submitting this Revdex.com complaint, there are currently no plans to run Fioptics to your area within the immediate future. We have also placed you on the lowest possible prices for the services you have with a promo that was created for customers like yourself that are in congestion areas for our Zoomtown service that cannot reach the full attainable marketed speed. As I understand it, you discussed our plans for the money afforded to us by the Connect America Fund; through the CAF, we received funding for around 6700 homes to receive new Fioptics service in the [redacted] area, but there are about 9000 homes that are eligible. As was explained, your address is currently on hold right now due to high costs; we are continuing to evaluate building in high-cost areas such as yours because the demand is so high, but for this calendar year, your address is not in our current expansion plans.Additionally, after discussing with others within my department on this issue, I understand that this was all communicated thoroughly to you over the phone on February 22. Should you have any further questions or concerns, please respond to this letter accordingly. Cincinnati Bell is committed to providing our customers with outstanding service. Again, I apologize for any inconvenience you’ve been caused, and appreciate the opportunity to better serve you going forward.Thank you!Josh Executive Care Representative Cincinnati Bell Telephone

Per my conversation with the customer 3-15-17 the final invoice has not printed. I will call the customer by April 14th to resolve the issue with a $.00 balance.
Thanks,
Melissa
###-###-#### [redacted]