Complaint: Almost every month since I signed up for Cincinnati Bell’s Fioptics TV and internet services my monthly billiing amount has increased ranging from $5-$25. I was assured when I signed up by the representative that contacted me that as long as they worked there they would do their best to see promotions would remain on my account for the second year. When I contacted that rep. I was informed that they were no longer in residential sales and that I needed to speak to someone in account retention. My bill increased from approx. $99 monthly to approx. $145 monthly which was unacceptable. Almost every month I have had to contact customer service and inquire why my monthly billiing charge went up. Every time I call I am on hold for at least 10 minutes waiting to speak to a representative then once I speak with them they look at my account and see that I spoke with someone else the month before. I give them the confirmation code the was given to me by the previous rep along with the amount they indicated and assured me my bill would be. They tell me the reason my bill increased was because a promotion dropped off. They assure me that they will put the promotion back on and it will be on my account for six months. I ask how much my monthly billing will be then for the next six months and am given an amount including taxes and fees for a total biiling estimate. I then receive my bill and it is $15 more. Go through the same cycle call customer service, hold the line for a representative, speak to a rep., they have to speak to a supervisor, then tell me they will put the promotion back on my account. I’ve repeatedly told each representative that I don’t understand why I have to call almost every month and how I was assured by the last rep that I spoke to my account would be corrected and that amount would be good for the next six months. My question is how can a six month long promotion drop off every month when I was assured the month before it was put on? I spoke with a customer service rep in Aug. 2014 and Sept.2014 both indicated that my bill would be a specific dollar amount. I rec’d my bill which is due in Oct. 2014 and it is $15 more than what I was told again. I called customer service again last week & gave them the name of the person I spoke with and confirmation number I was given along with the dollar amount my bill should be. She indicated that a different amount what noted on my account and that she had to speak with a supervisor. I told her that I needed to get back into work and asked her to call me back after a specific time or leave me a voice message. I still have not rec’d a return phone call or voice message and my bill has not been adjusted! I will be calling them again this week and wasting another 30-40 minutes of my time to try to get my monthly bill to what has been promised to me everytime I call their customer serivce dept. Cincinnati Bell why can’t you get something as simple as a monthly billing statement right? Everytime I speak with someone they tell me not to worry they are working on my account now and assure me it will be correct for the next six months. It never happens! Oh, did I forget too mention I have to do the same thing with my cell phone account through Cincinnati Bell as it also randomly increases $5-$10 for the same service as well. I have been a customer for over 15 years and my bill is paid on time every month, you would think they would try to get this fixed once and for all.
Tags: Internet Services
Address: 221 E. 4th Street Cincinnati, Ohio USA