Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises he was charged after she terminated Frontier servicesFrontier has investigated the above statements and offers the following response: As stated in Frontier’s terms and conditions, charges for services are subject to change at any timeFrontier advises the terms of service can be found at https://frontier.com/corporate/termsFrontier advises the June billing statement had the notification of a change to the Frontier terms of serviceFrontier advises the account is not in collections.Frontier advises the final balance is correctFrontier advises on February 28, Frontier spoke with [redacted] and advised her of the above mentionedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Rebuttal states that: Mrs [redacted] advises that all of the credits that she had been promised are not showing on her bill dated January 25, Mrs [redacted] advises that she wanted to wait for the February 25, bill to print out, so that she can see all the credits have been issued, before closing complaint Frontier has investigated the above statements and offers the following response: Frontier advises that all of the credits had not been approved before the start of the January 25, billing cycle, so that is the reason why the credits were not reflected on that billFrontier advises the customer’s current February 25, bill does show all of the credits as having been applied to the accountThe credits that are now reflected on her current statement are: $for long distance calls that had been billed in error, $for an activation fee, $late fee, and a $creditFrontier advises that Mrs [redacted] ’s current balance is $125.41, and going forward, her monthly rate will be approximately $142.00.Frontier left a voice mail message for Mrs [redacted] on February 27, 2017, advising her that the billing has been corrected and all credits issued We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises she ordered Frontier services 9/15/and was given and install date of 9/24/with and appointment time of 8-12pmThere was a security deposit requested by Frontier of via bankcardOn 9/26/Ms [redacted] advises she requested cancel her order on 9/26/and refund her security depositMs [redacted] advises she was told it will take 3-business daysMr [redacted] advises she has still not received her refundFrontier has investigated the above statements and offers the following response: Frontier records indicated there was a request put in on October 13, stating Ms [redacted] has not yet received her Security DepositFrontier advises that Ms [redacted] Deposit was $and the refund is scheduled as of October 19, This amount will be reversed back to the card it was deducted from within five business daysWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications
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 prefer to receive final and end bill as Ive been misinformed several times regarding Frontiers rates and policiesAmanda was helpful but I want to be certain that I am not being wrongfully charged again.I was informed $rate for two years no price increase and contractI was given promotional HBO for six months with a call within the six months to drop HBO HBO was dropped at six months but my rate did not remain at $I had to call serveral times to fix rate so that is the reason I do not wish to drop complaint at this time till I receive final end balance Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] experienced service issues during the transition from Verizon to Frontier Ms [redacted] advises that she has been promised credits and has not received them and has stopped her auto pay because of wrong monthly charges Ms [redacted] advises she is still waiting for the credit of $that was promised to her early in JulyFrontier has investigated the above statements and offers the following response: Frontier advises that a credit in the amount of $has been applied to Ms [redacted] ’s account on August 9, leaving a balance of $and a payment was made on August 10, which now currently shows a zero balance Frontier has apologized to Ms [redacted] for any inconvenience that she has experienced and is satisfied with the resolution Ms [redacted] has my direct contact information if she should need anything further We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
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 Technicians are still working on the problem and keeping me informed as they tried to resolve this issue with me Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that he billed for services he does not have and service issues Frontier has investigated the above statements and offers the following response: Account research determined Mr [redacted] is billing for FiOS Internet 50/$50.00, Residence Line $31.00, Extended Metro Service $10.50, FiOs Quantum Gateway Router $9.99, FiOs TV Upgrade Charge $8.00, HD Multi Room DVR $19.99, Set top box $20.97, Playboy Channel $19.99, Too Much for TV Channel $14.99, FiOS TV Ultimate HD $93.99, FiOs TV Upgrade Charge $7.00, FiOS TV Upgrade Charge $and Movie Package $ This excludes ppv/vod charges, promotional discounts and applicable taxes and surcharges.Research failed to locate any trouble tickets for Mr***.Records show the last payment received was February 25, for $369.60.Account notes show on June 12, a Frontier representative attempted to assist Mr [redacted] with online account access, customer disconnected the online chat.Records show a onetime courtesy credit of $was applied to Mr***’s account.At this time Mr [redacted] has a balance of $payable and due A Frontier representative attempted unsuccessfully to reach Mr*** A contact letter was sentWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter Frontier Specialist: Amy B [redacted] Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises since the takeover of Frontier from AT&T the charges on his bills have been steadily rising without notice and the late charge fees have been doubling and tripling on the unpaid balances making it difficult to know what is actually owed.Mr [redacted] advises he would like a breakdown of his monthly chargesFrontier has investigated the above statements and offers the following response: Frontier investigated and found that the bill increase is due to late payments and getting billed a late charge the next month after no payment was received.Frontier emailed Mr [redacted] on January 3, a breakdown of his first bill statement with Frontier on November and the current December bill statement.Frontier advises that customers are advised of increases in charges on their monthly statement under customer talk on the bill statement.Frontier advises that Mr [redacted] has direct contact information if he should need anything furtherWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] P [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.Mr [redacted] states he would like a better rate for his Internet serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestionCustomer location, customer equipment, and network interferenceCustomer speeds may vary over time.Frontier advises that it is continually working to improve its network and its customers’ experience; However, Frontier has no specific plans for upgrades in Mr [redacted] ’s area at this time.Frontier advises that Mr [redacted] pays $per month for his Frontier Internet serviceThe lowest price available.Frontier spoke with Mr [redacted] on November 18, about the above information.Frontier advises that it offers satellite Internet service as an alternate option for customers unable otherwise to receive Internet serviceMr [redacted] states he is not interested in the satellite Internet at this timeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] ’s account was discontinued on/27/Mr [redacted] also received a total credit of $from Frontier.At this time, Mr [redacted] has a zero balance on the account with no pending early term fee We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he was quoted $for his servicesFor TV, Phone and InternetThis is was with taxes and surchargesMr [redacted] states that he is being charged $which is more than what he was told it would beMr [redacted] states he called many times to have the phone called pulled and it did not get done Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr [redacted] and had a Supervisor pull the callThere were quotes one at $and another for $with a different receiverHe was also being charged for the Modem which was removed and a credit was given of $ We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Sharie P [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he has billing discrepancy and would need return shipping label to return Frontier equipment Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 15, and explained adjustment issued and remaining balanceFrontier confirmed that Mr [redacted] received return shipping label and he has sent the Frontier equipment by UPSFrontier has set a follow up to ensure bill accuracy We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has to cancel his service because he is moving out of Frontier’s service area and he is disputing the early termination fee citing that he is only cancelling because Frontier does service the new areaMr [redacted] further states that he was told he would not have any contract or early termination fees at the time of the orderFrontier has investigated the above statements and offers the following response: Frontier records demonstrate Mr [redacted] entered into a two-year agreement with Frontier on February 25, Frontier provided internet service at mbps for $per month for six months and $per month for the next months The early termination fee is $pro-rated over months.Frontier provided a monthly statement to Mr [redacted] that contained the Service terms as well as the contract period of February 25, through February 24, 2019.Frontier has removed the contract term as a courtesy to Mr***We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter Frontier Specialist: Donna M [redacted] Department: Executive Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] disconnected her service after not being able to receive the speed she needed for her devices and being misinformed about Gift card requirementsAfter disconnecting her services she called to dispute her bill of $ Ms [redacted] states she was not advised she would be charged for the modem and the $ charge was in dispute as well Frontier has investigated the above statements and offers the following response: Frontier reviewed Ms [redacted] ’s account and it has been disconnected as of January 10, Frontier has credited Ms [redacted] for the modem $ and also for the dates she did not have service $ ( January to February 1)Frontier has spoken with Ms [redacted] and went over credits appliedMs [redacted] has paid her balance of $ for dates of service December 16, to January 9, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is fixed except for the billing that I asked to be waivedPlease contact me regarding the billing and someone is supposed to call me today Regards, [redacted]
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] indicates that Frontier does not provide a refund in a timely mannerFrontier has investigated the above statements and offers the following response: Frontier’s policy is to issue a refund days from the date of service disconnection or termination This time period is required to ensure all outstanding charges or credits are posted to the closed account Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier advises that Mr [redacted] ’s account was terminated on July 28, 2017Frontier advises that once the refund has been processed, he will be able to request a refund via a check instead of a pre-paid card.Frontier spoke to Mr [redacted] on August 16, and advised of the above information We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
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.We made numerous calls to Frontier requesting that someone explain the mistakes with the billingWe were told something different at every call and told we owed amounts that were not correctSince Frontier acquired Verion our experience has been a total nightmare which was compound by the inexperience of the customer service personal The final straw for us was when our service was interrupted for an amount that was under review and then they charged us for additional days we did not use their service for a final bill of $We are not statisfied with their responseIf our account was reviewed they would have seen more than ten calls to discuss our account and straighten it out, and to charge us for services beyond our cancelation date is unacceptableWhat is needed for us to resolve this issue is the amount credited Regards, [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 I'd like to mention that Verizon bears half the responsibility to this matter as their laziness contributed to my VoIP phone services & internet inoperability before the Frontier takeoverThey (Verizon) could have easily fixed this issue by simply replacing the FIOS outdoor control box One Frontier rep (One who was a third party contractor) months before told me he did so, but the fact is, he lied about doing so Not only did he lie, once he left my home, he sat in his truck for over an hour and just sat there wasting time, probably just padding his time sheet, would have been nice if he used that time to fix my issues, but he was to lazy to be bothered, the other techs de facto action was simply blamed it on the router and splitters, they then changed the router and splitters, washed their hands of it and left, rectifying nothing They blamed it on everything from my [redacted] home theater processor to my home infrastructure So I had Verizon/Frontier's direct competitor [redacted] come to my home and put in side by side service to see if it was my infrastructure or equipment, but [redacted] service was unfettered and worked perfectly, unfortunately [redacted] services features and selection was horrid They had premium movie channels, Verizon/Frontier has roughly That didn't work for me, so I had it disconnected, not to mention, my dozens of digital download movies married me to Verizon/Frontier But having [redacted] for a day proved my infrastructure and equipment was sound and not the root of the issueRight around that point I filed my Revdex.com complaint) The last Frontier technician (He was previously a Verizon tech) who came to my home yesterday, was a hell of a nice guy and not at all lazy He quickly diagnosed the culprit and minutes laterMy VoIP phone internet and cable TV was working fantastic Nearly years I had internet that would drop its connection dozens of times per hour It was virtually impossible to connect my PSonlineLast night was the first time in years I could use the internet services without timing out over and over per hour What a relief My VoIP phone also works as it should The Frontier phone liaison representative that helped me deserves some credit as well, had it not been for her, even typing this reply would have taken an hour, as when the internet dropped its service in the past, I had to go back and start again, over & over She helped greatly and was appreciatedIt was unfortunate that Verizon sold me out, but it is what it is and I'm just fortunate my cable services are finally functionalThat works for me
Our records indicate account finalized on September 28, 2016; which appears on the November 2, billing statement with prorated charges & credits + early termination fee of $and taxes, totaling $dueWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises he was charged after she terminated Frontier servicesFrontier has investigated the above statements and offers the following response: As stated in Frontier’s terms and conditions, charges for services are subject to change at any timeFrontier advises the terms of service can be found at https://frontier.com/corporate/termsFrontier advises the June billing statement had the notification of a change to the Frontier terms of serviceFrontier advises the account is not in collections.Frontier advises the final balance is correctFrontier advises on February 28, Frontier spoke with [redacted] and advised her of the above mentionedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Rebuttal states that: Mrs [redacted] advises that all of the credits that she had been promised are not showing on her bill dated January 25, Mrs [redacted] advises that she wanted to wait for the February 25, bill to print out, so that she can see all the credits have been issued, before closing complaint Frontier has investigated the above statements and offers the following response: Frontier advises that all of the credits had not been approved before the start of the January 25, billing cycle, so that is the reason why the credits were not reflected on that billFrontier advises the customer’s current February 25, bill does show all of the credits as having been applied to the accountThe credits that are now reflected on her current statement are: $for long distance calls that had been billed in error, $for an activation fee, $late fee, and a $creditFrontier advises that Mrs [redacted] ’s current balance is $125.41, and going forward, her monthly rate will be approximately $142.00.Frontier left a voice mail message for Mrs [redacted] on February 27, 2017, advising her that the billing has been corrected and all credits issued We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter
Frontier has fully restored this customer's services and has issued appropriate adjustments for the time out of service
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises she ordered Frontier services 9/15/and was given and install date of 9/24/with and appointment time of 8-12pmThere was a security deposit requested by Frontier of via bankcardOn 9/26/Ms [redacted] advises she requested cancel her order on 9/26/and refund her security depositMs [redacted] advises she was told it will take 3-business daysMr [redacted] advises she has still not received her refundFrontier has investigated the above statements and offers the following response: Frontier records indicated there was a request put in on October 13, stating Ms [redacted] has not yet received her Security DepositFrontier advises that Ms [redacted] Deposit was $and the refund is scheduled as of October 19, This amount will be reversed back to the card it was deducted from within five business daysWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications
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 prefer to receive final and end bill as Ive been misinformed several times regarding Frontiers rates and policiesAmanda was helpful but I want to be certain that I am not being wrongfully charged again.I was informed $rate for two years no price increase and contractI was given promotional HBO for six months with a call within the six months to drop HBO HBO was dropped at six months but my rate did not remain at $I had to call serveral times to fix rate so that is the reason I do not wish to drop complaint at this time till I receive final end balance Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] experienced service issues during the transition from Verizon to Frontier Ms [redacted] advises that she has been promised credits and has not received them and has stopped her auto pay because of wrong monthly charges Ms [redacted] advises she is still waiting for the credit of $that was promised to her early in JulyFrontier has investigated the above statements and offers the following response: Frontier advises that a credit in the amount of $has been applied to Ms [redacted] ’s account on August 9, leaving a balance of $and a payment was made on August 10, which now currently shows a zero balance Frontier has apologized to Ms [redacted] for any inconvenience that she has experienced and is satisfied with the resolution Ms [redacted] has my direct contact information if she should need anything further We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
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 Technicians are still working on the problem and keeping me informed as they tried to resolve this issue with me Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that he billed for services he does not have and service issues Frontier has investigated the above statements and offers the following response: Account research determined Mr [redacted] is billing for FiOS Internet 50/$50.00, Residence Line $31.00, Extended Metro Service $10.50, FiOs Quantum Gateway Router $9.99, FiOs TV Upgrade Charge $8.00, HD Multi Room DVR $19.99, Set top box $20.97, Playboy Channel $19.99, Too Much for TV Channel $14.99, FiOS TV Ultimate HD $93.99, FiOs TV Upgrade Charge $7.00, FiOS TV Upgrade Charge $and Movie Package $ This excludes ppv/vod charges, promotional discounts and applicable taxes and surcharges.Research failed to locate any trouble tickets for Mr***.Records show the last payment received was February 25, for $369.60.Account notes show on June 12, a Frontier representative attempted to assist Mr [redacted] with online account access, customer disconnected the online chat.Records show a onetime courtesy credit of $was applied to Mr***’s account.At this time Mr [redacted] has a balance of $payable and due A Frontier representative attempted unsuccessfully to reach Mr*** A contact letter was sentWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter Frontier Specialist: Amy B [redacted] Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises since the takeover of Frontier from AT&T the charges on his bills have been steadily rising without notice and the late charge fees have been doubling and tripling on the unpaid balances making it difficult to know what is actually owed.Mr [redacted] advises he would like a breakdown of his monthly chargesFrontier has investigated the above statements and offers the following response: Frontier investigated and found that the bill increase is due to late payments and getting billed a late charge the next month after no payment was received.Frontier emailed Mr [redacted] on January 3, a breakdown of his first bill statement with Frontier on November and the current December bill statement.Frontier advises that customers are advised of increases in charges on their monthly statement under customer talk on the bill statement.Frontier advises that Mr [redacted] has direct contact information if he should need anything furtherWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] P [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.Mr [redacted] states he would like a better rate for his Internet serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestionCustomer location, customer equipment, and network interferenceCustomer speeds may vary over time.Frontier advises that it is continually working to improve its network and its customers’ experience; However, Frontier has no specific plans for upgrades in Mr [redacted] ’s area at this time.Frontier advises that Mr [redacted] pays $per month for his Frontier Internet serviceThe lowest price available.Frontier spoke with Mr [redacted] on November 18, about the above information.Frontier advises that it offers satellite Internet service as an alternate option for customers unable otherwise to receive Internet serviceMr [redacted] states he is not interested in the satellite Internet at this timeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] ’s account was discontinued on/27/Mr [redacted] also received a total credit of $from Frontier.At this time, Mr [redacted] has a zero balance on the account with no pending early term fee We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he was quoted $for his servicesFor TV, Phone and InternetThis is was with taxes and surchargesMr [redacted] states that he is being charged $which is more than what he was told it would beMr [redacted] states he called many times to have the phone called pulled and it did not get done Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr [redacted] and had a Supervisor pull the callThere were quotes one at $and another for $with a different receiverHe was also being charged for the Modem which was removed and a credit was given of $ We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Sharie P [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he has billing discrepancy and would need return shipping label to return Frontier equipment Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 15, and explained adjustment issued and remaining balanceFrontier confirmed that Mr [redacted] received return shipping label and he has sent the Frontier equipment by UPSFrontier has set a follow up to ensure bill accuracy We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has to cancel his service because he is moving out of Frontier’s service area and he is disputing the early termination fee citing that he is only cancelling because Frontier does service the new areaMr [redacted] further states that he was told he would not have any contract or early termination fees at the time of the orderFrontier has investigated the above statements and offers the following response: Frontier records demonstrate Mr [redacted] entered into a two-year agreement with Frontier on February 25, Frontier provided internet service at mbps for $per month for six months and $per month for the next months The early termination fee is $pro-rated over months.Frontier provided a monthly statement to Mr [redacted] that contained the Service terms as well as the contract period of February 25, through February 24, 2019.Frontier has removed the contract term as a courtesy to Mr***We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter Frontier Specialist: Donna M [redacted] Department: Executive Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] disconnected her service after not being able to receive the speed she needed for her devices and being misinformed about Gift card requirementsAfter disconnecting her services she called to dispute her bill of $ Ms [redacted] states she was not advised she would be charged for the modem and the $ charge was in dispute as well Frontier has investigated the above statements and offers the following response: Frontier reviewed Ms [redacted] ’s account and it has been disconnected as of January 10, Frontier has credited Ms [redacted] for the modem $ and also for the dates she did not have service $ ( January to February 1)Frontier has spoken with Ms [redacted] and went over credits appliedMs [redacted] has paid her balance of $ for dates of service December 16, to January 9, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is fixed except for the billing that I asked to be waivedPlease contact me regarding the billing and someone is supposed to call me today Regards, [redacted]
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] indicates that Frontier does not provide a refund in a timely mannerFrontier has investigated the above statements and offers the following response: Frontier’s policy is to issue a refund days from the date of service disconnection or termination This time period is required to ensure all outstanding charges or credits are posted to the closed account Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier advises that Mr [redacted] ’s account was terminated on July 28, 2017Frontier advises that once the refund has been processed, he will be able to request a refund via a check instead of a pre-paid card.Frontier spoke to Mr [redacted] on August 16, and advised of the above information We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
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.We made numerous calls to Frontier requesting that someone explain the mistakes with the billingWe were told something different at every call and told we owed amounts that were not correctSince Frontier acquired Verion our experience has been a total nightmare which was compound by the inexperience of the customer service personal The final straw for us was when our service was interrupted for an amount that was under review and then they charged us for additional days we did not use their service for a final bill of $We are not statisfied with their responseIf our account was reviewed they would have seen more than ten calls to discuss our account and straighten it out, and to charge us for services beyond our cancelation date is unacceptableWhat is needed for us to resolve this issue is the amount credited Regards, [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 I'd like to mention that Verizon bears half the responsibility to this matter as their laziness contributed to my VoIP phone services & internet inoperability before the Frontier takeoverThey (Verizon) could have easily fixed this issue by simply replacing the FIOS outdoor control box One Frontier rep (One who was a third party contractor) months before told me he did so, but the fact is, he lied about doing so Not only did he lie, once he left my home, he sat in his truck for over an hour and just sat there wasting time, probably just padding his time sheet, would have been nice if he used that time to fix my issues, but he was to lazy to be bothered, the other techs de facto action was simply blamed it on the router and splitters, they then changed the router and splitters, washed their hands of it and left, rectifying nothing They blamed it on everything from my [redacted] home theater processor to my home infrastructure So I had Verizon/Frontier's direct competitor [redacted] come to my home and put in side by side service to see if it was my infrastructure or equipment, but [redacted] service was unfettered and worked perfectly, unfortunately [redacted] services features and selection was horrid They had premium movie channels, Verizon/Frontier has roughly That didn't work for me, so I had it disconnected, not to mention, my dozens of digital download movies married me to Verizon/Frontier But having [redacted] for a day proved my infrastructure and equipment was sound and not the root of the issueRight around that point I filed my Revdex.com complaint) The last Frontier technician (He was previously a Verizon tech) who came to my home yesterday, was a hell of a nice guy and not at all lazy He quickly diagnosed the culprit and minutes laterMy VoIP phone internet and cable TV was working fantastic Nearly years I had internet that would drop its connection dozens of times per hour It was virtually impossible to connect my PSonlineLast night was the first time in years I could use the internet services without timing out over and over per hour What a relief My VoIP phone also works as it should The Frontier phone liaison representative that helped me deserves some credit as well, had it not been for her, even typing this reply would have taken an hour, as when the internet dropped its service in the past, I had to go back and start again, over & over She helped greatly and was appreciatedIt was unfortunate that Verizon sold me out, but it is what it is and I'm just fortunate my cable services are finally functionalThat works for me
Our records indicate account finalized on September 28, 2016; which appears on the November 2, billing statement with prorated charges & credits + early termination fee of $and taxes, totaling $dueWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter