This is the second complaint I'm filingFiled one back in August due to bill being too highWas put in touch with Henry A [redacted] who assured me that my bill would be $and change with taxes (it had been over $previously)I believed him and retracted my complaintWell my bill for October was 116! I called MrA [redacted] back and he told me there was nothing else he could doIt went up to $in November and this month to $123.75! When I called to inquire they simply told me the price of cable had gone up and there was nothing more they could do for meSo I'm reinstating my complaint.Adjust the billing down to no more than $
Thank you for referring the complaint of [redacted] in reference to the business [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] had billing questions about a Road Work Recovery Surcharge and late fees on her statementShe also believes that she has been double chargedFrontier has investigated the above statements and offers the following response: Frontier records do show that the payment for Ms***’s 10/28/bill was missed and was not caught up until her 3/22/paymentMs [redacted] did continue to make payments within that timeframe, however, they were not for the total balance due which did result in the addition of late fees to each bill.On Ms***’s 3/28/bill, a charge for a Long Distance package that Ms [redacted] did not authorize was added by a third-party companyMs [redacted] continued to pay only the amount, not including the late fees that had been applied or the Long Distance package charged, resulting in the account still showing past due amountsThrough email correspondence with Ms***, Frontier was able to determine that her original missing payment from the 10/28/bill had been lost in the mail and was never withdrawn from her bank accountAs this was not by fault of the customer, Frontier agreed to waive all late fees resulting from this as well as the late fees applied from the Long Distance package not being paidFrontier also was able to remove the charges for the Long Distance packageFrom the credits applied for late fees and the past due charges, Ms***’s account with Frontier has been brought to a $balanceFrontier was able to address Ms***’s question in regards to the Road Work Recovery SurchargeFederal, state, and municipal governments over the last few years, in part due to the American Reinvestment Act passed by congress in 2009, have increased road construction projectsThese projects help to promote jobs in communities across the U.SOver the past years, Frontier has worked hard to absorb the fees within our business expenses, however, due to the growth in these projects and in order to continue to deploy and deliver broadband to our communities and our valued customers, starting Dec 1st, 2013, Frontier assessed a surcharge to all customers to recover a portion of the road construction costsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [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 Regards, [redacted] ,,,,,, its not closed iam contacting the federal trade commission,, I PAYED THE FULL IN OCT TO NOVEMBER ,,THERE WAS NOT CREDIT I HAVE PROOF FROM MY CREDIT CARD BILL ,,I did not reacice no credit of dollars and I payed on the next bill , ENOUGH FROM FRONTIER IAM GETTING PRICES FROM [redacted] had enough from frontier ripping me off
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The complaint states that: Mr [redacted] advises that he had an installer from Frontier to his home to set up a telephone line to receive Internet service from Frontier.Mr [redacted] advises he was told the installation would be free.Mr [redacted] advises he was told that Internet speeds would be as fast as MbpsMr [redacted] advises the technician advised that Mbps would not be capable at Mr [redacted] ’s location.Mr [redacted] advises that they were only able to get Mbps, and due slow speeds available at this location he canceled the Frontier Internet service.Mr [redacted] advises he then was being charged over $for services he never received.Mr [redacted] is requesting credit for his Frontier billing due to misinformation provided to him when ordering the Internet service Frontier has investigated the above statements and offers the following response: Frontier investigated Mr [redacted] ’s complaint and have credited Mr [redacted] ’s account for $180.33.Frontier notified Mr [redacted] of the credit on November 29, and advised him that he has a zero balance We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her for bringing this matter to our attentionThe Complaint states that:Mrs [redacted] states she obtained Frontier services and each month she has to call Frontier because the bill amount is incorrect Frontier has investigated the above statements and offers the following response:Frontier spoke to Mrs [redacted] on October and apologized for the error.Frontier has activated all promotions on Mrs [redacted] ’s account and has issued credit to her account for the missing promotions.Frontier has submitted an additional promotion to Mrs [redacted] ’s account for months to match the price quoted by two representativesFrontier has set a follow up to review Mrs [redacted] ’s November billing statement to ensure it is correct 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 Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he signed up for a $internet service for two year but that Frontier raised the rate to $Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mr [redacted] did sign up for the $promotion for highspeed internet on December 2, The promotion was one year at $and then $through December 1, The rate for Simply Broadband Max in this area is $49.99.Frontier invoices carried the following notice: Your current Frontier promotional rate will expire on 12/01/On that date, associated promotional credits and discounts will no longer appear on your billFor questions please call Customer Service.Frontier records show that Mr [redacted] has scheduled a residential disconnect order with a due date of May 9, Frontier has issued a $credit to offset Mr [redacted] ’s last month of billing for April 10, to May 9, 2018.Frontier apologizes to Mr [redacted] for any miscommunication and inconvenience he has experienced 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
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] responded to an online advertisement for internet and TV for $75.00/monthMs [redacted] states she has been billed first for $and second for $163.00.Ms [redacted] states that she has been told the billing will be fixed and says that it hasn’t been fixed.Ms [redacted] states that she wasn’t supposed to be in a contract term but is and was told her rates would be locked in for the 2-year term.Ms [redacted] states that she doesn’t get the channels she ordered.Ms [redacted] states that she was told by Frontier that her TV cannot be cancelled to just have the internet.Ms [redacted] states she was billed for HBO that is supposed to free.Ms [redacted] states she was promised a $Amazon Gift Card that she hasn’t received.Frontier has investigated the above statements and offers the following response:The package that Ms [redacted] ordered with Frontier is, Simply Fios 50/50M $plus Fios Custom Essentials TV package minus the promotional discounts of $-which equals $75.00/month.The online advertisement clearly states the disclaimer that the package pricing does NOT include equipment, activation charges or taxes.The first bill charges were clearly explained to Ms [redacted] by a CHAT agent on December 19th 2016, included the first full month charges plus partial prorated charges from December 15th through January 1st (Frontier bills in advance), plus $TV activation fee.Ms [redacted] exchanged her Standard Set Top Box for a DVR ($15.00/mo) and was offered HBO free for 6-months.Ms [redacted] has made payment since December 15th installation of services.The account is now suspended for non-payment.The 2-year term is clearly marked on the online advertisement as well that the reduced promotional pricing requires a 2-year term commitment with the prices locked in so she is protected from any price increase while in her year term.The channel packages are listed online as well for review.The package ordered was for the $package.Frontier would be happy to assist her to upgrade her TV package at any time, however the cost will increase the monthly rate.Should she wish to upgrade her TV service she may contact customer service at her convenience at [redacted] Ms [redacted] is free to cancel her TV service at any time and switch to internet only, however this would disqualify her $Amazon GC (not $50.00).Ms [redacted] is receiving HBO free for months, (normally this is a $monthly charge).Ms [redacted] will receive the Amazon GC after the first 90-days of service and the first bill must be paid in full.Any past due balance must be paid to restore service and the account current before processingWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Rebecca N [redacted] Department: Executive Consumer Relations
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: Charged Early Termination Fee for closing account after having sporadic service, or no service at all Frontier has investigated the above statements and offers the following response: Early Termination Fee of $credited on 6/16/Customer advised via email on 6/16/of adjusted Early Termination Fee and that an amended bill will come out next bill cycle; 7/2/ 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 matterTell us why here
The Complaint states that: Ms [redacted] advises that her landline and Internet were out of service and had to wait days for a repair appointmentMs [redacted] also advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s account and determined a repair ticket was placed on December 28, with a due date of January 4, The Frontier technician completed the repair on January 2, due to a car accident that damaged the equipment feeding Ms [redacted] ’s area.Frontier has applied a credit adjustment for the days out of service that will appear on her January 10, bill statementFrontier advises that Internet service speeds are based upon many factors, including customer location, customer equipment, and WIFI network interference Customer speeds may vary over time.As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message that included direct contact information
Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference Customer speeds may vary over time Frontier continues to work toward a solution that will improve Mr [redacted] Internet serviceOn April 3, I spoke with Mr [redacted] regarding his concernsDuring this contact, Mr [redacted] acknowledged that he is still experiencing internet issues and that he is working directly with FrontierI advised Mr [redacted] that credit was issued for the internet for months We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
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 Thank you! Regards, [redacted]
Thank you for referring the additional concerns of [redacted] regarding the business of [redacted] to our office for reviewThe additional concerns state: Mr [redacted] states he would like Frontier to clear his account stating the remote call forwarding did not work.Mr [redacted] wants Frontier to provide a credit of $for loss of businessFrontier has reviewed these additional concerns and offers the following response: Frontier has reviewed the records and unable to locate any trouble tickets or notes reporting that the remote call forwarding was not working The charges of $are valid for this account.Frontier does not provide credit for loss of businessWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer 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] states that when he signed up for Frontier’s Internet and phone service he was told that he would receive an Amazon gift card for $200.00, but he never received it Frontier has investigated the above statements and offers the following response: Frontier reports that Mr [redacted] did not received the email for the Amazon gift card because there was an error on his orderFrontier had the incorrect email addressFrontier spoke to Mr [redacted] today and he stated that he did receive the cardHe is satisfied with the resolution 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
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: Customer is disputing suspended account and payments submitted Frontier has investigated the above statements and offers the following response: Frontier has submitted payment investigation and it has returned: $ payment was sent to the incorrect address as per bank and stop pay was done, $ and $ payment were paid to a disconnected account for Mr [redacted] Amounts were transferred to active accountThe final payment of $ was paid to active account.Frontier has restored Mr [redacted] account and credited $ for the time the account was suspended.Frontier advised Mr [redacted] on February 13, of the aboveWe 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 complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Ms [redacted] states she canceled her television service on May 1, and has not seen a corrected bill that reflects just her Internet service.Ms [redacted] states she has not received the return mailers for her television equipmentFrontier has investigated the above statements and offers the following response: Frontier contacted Ms [redacted] on May 20, and explained she will receive her corrected bill with credits for disconnecting her television service on June 4, 2016.Frontier sends out the return boxes to send back equipment within two weeks of disconnection of serviceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Frontier spoke with Mr [redacted] on March 15, and confirmed the billing issue has been resolved Mr [redacted] was satisfied Frontier issued credits to Mr [redacted] ’s account to bring balance to zero
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Rebuttal states: • Ms [redacted] requested again that Frontier waive the $installation charge Frontier advises: • Records indicate on May 5, Ms [redacted] placed order # [redacted] to install Fios Internet, which has an installation fee of $A Frontier representative spoke with Ms [redacted] , submitted the request, and advised the fee is pending approval • I spoke with Ms [redacted] on July 9, and advised the credit of $124.97was approved on July 6, 2016; which reflects her current balance with FrontierMs [redacted] expressed she is satisfied with this resolution We trust that this information will assist you in closing this complaintWe apologize for any inconvenience experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: For years Mr [redacted] has been paying $a month for Internet Service and this month the price increased to $ Frontier has investigated the above statements and offers the following response: On the November and December billing statement there was a message to consumers that the Broadband promotional pricing will end and the service charge would increase to our everyday low price Mr [redacted] was given a notice of over days in advance.Mr [redacted] is getting the lowest possible pricing to Internet only 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
Thank you for referring the case of [redacted] & [redacted] to our office for review We appreciate you bringing this matter to our attention.Our investigation indicated that the customer’s account under ###-###-#### was disconnected on August 25, and written off on November 16, 2016.The customer provided documents from Time Warner to show when they started service with Time Warner Based on those documents an adjustment of $was issued on this account The remaining balance of $is valid and sustained Our records also show that the customer was issued an adjustment of $TOS on their accountThis credit was reflected on their June 13, billing statementWe have spoken with [redacted] multiple times and she does not agree with our resolution We apologize for any inconvenience this may have caused the customer.We trust this information will assist you in closing this complaint.Frontier Communications
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 There are still other issues that are yet to be realized in the coming monthsI'd prefer not to close this complaint yet as there are still much to be had through this transition Regards, [redacted]
This is the second complaint I'm filingFiled one back in August due to bill being too highWas put in touch with Henry A [redacted] who assured me that my bill would be $and change with taxes (it had been over $previously)I believed him and retracted my complaintWell my bill for October was 116! I called MrA [redacted] back and he told me there was nothing else he could doIt went up to $in November and this month to $123.75! When I called to inquire they simply told me the price of cable had gone up and there was nothing more they could do for meSo I'm reinstating my complaint.Adjust the billing down to no more than $
Thank you for referring the complaint of [redacted] in reference to the business [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] had billing questions about a Road Work Recovery Surcharge and late fees on her statementShe also believes that she has been double chargedFrontier has investigated the above statements and offers the following response: Frontier records do show that the payment for Ms***’s 10/28/bill was missed and was not caught up until her 3/22/paymentMs [redacted] did continue to make payments within that timeframe, however, they were not for the total balance due which did result in the addition of late fees to each bill.On Ms***’s 3/28/bill, a charge for a Long Distance package that Ms [redacted] did not authorize was added by a third-party companyMs [redacted] continued to pay only the amount, not including the late fees that had been applied or the Long Distance package charged, resulting in the account still showing past due amountsThrough email correspondence with Ms***, Frontier was able to determine that her original missing payment from the 10/28/bill had been lost in the mail and was never withdrawn from her bank accountAs this was not by fault of the customer, Frontier agreed to waive all late fees resulting from this as well as the late fees applied from the Long Distance package not being paidFrontier also was able to remove the charges for the Long Distance packageFrom the credits applied for late fees and the past due charges, Ms***’s account with Frontier has been brought to a $balanceFrontier was able to address Ms***’s question in regards to the Road Work Recovery SurchargeFederal, state, and municipal governments over the last few years, in part due to the American Reinvestment Act passed by congress in 2009, have increased road construction projectsThese projects help to promote jobs in communities across the U.SOver the past years, Frontier has worked hard to absorb the fees within our business expenses, however, due to the growth in these projects and in order to continue to deploy and deliver broadband to our communities and our valued customers, starting Dec 1st, 2013, Frontier assessed a surcharge to all customers to recover a portion of the road construction costsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [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 Regards, [redacted] ,,,,,, its not closed iam contacting the federal trade commission,, I PAYED THE FULL IN OCT TO NOVEMBER ,,THERE WAS NOT CREDIT I HAVE PROOF FROM MY CREDIT CARD BILL ,,I did not reacice no credit of dollars and I payed on the next bill , ENOUGH FROM FRONTIER IAM GETTING PRICES FROM [redacted] had enough from frontier ripping me off
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The complaint states that: Mr [redacted] advises that he had an installer from Frontier to his home to set up a telephone line to receive Internet service from Frontier.Mr [redacted] advises he was told the installation would be free.Mr [redacted] advises he was told that Internet speeds would be as fast as MbpsMr [redacted] advises the technician advised that Mbps would not be capable at Mr [redacted] ’s location.Mr [redacted] advises that they were only able to get Mbps, and due slow speeds available at this location he canceled the Frontier Internet service.Mr [redacted] advises he then was being charged over $for services he never received.Mr [redacted] is requesting credit for his Frontier billing due to misinformation provided to him when ordering the Internet service Frontier has investigated the above statements and offers the following response: Frontier investigated Mr [redacted] ’s complaint and have credited Mr [redacted] ’s account for $180.33.Frontier notified Mr [redacted] of the credit on November 29, and advised him that he has a zero balance We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her for bringing this matter to our attentionThe Complaint states that:Mrs [redacted] states she obtained Frontier services and each month she has to call Frontier because the bill amount is incorrect Frontier has investigated the above statements and offers the following response:Frontier spoke to Mrs [redacted] on October and apologized for the error.Frontier has activated all promotions on Mrs [redacted] ’s account and has issued credit to her account for the missing promotions.Frontier has submitted an additional promotion to Mrs [redacted] ’s account for months to match the price quoted by two representativesFrontier has set a follow up to review Mrs [redacted] ’s November billing statement to ensure it is correct 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 Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he signed up for a $internet service for two year but that Frontier raised the rate to $Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mr [redacted] did sign up for the $promotion for highspeed internet on December 2, The promotion was one year at $and then $through December 1, The rate for Simply Broadband Max in this area is $49.99.Frontier invoices carried the following notice: Your current Frontier promotional rate will expire on 12/01/On that date, associated promotional credits and discounts will no longer appear on your billFor questions please call Customer Service.Frontier records show that Mr [redacted] has scheduled a residential disconnect order with a due date of May 9, Frontier has issued a $credit to offset Mr [redacted] ’s last month of billing for April 10, to May 9, 2018.Frontier apologizes to Mr [redacted] for any miscommunication and inconvenience he has experienced 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
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] responded to an online advertisement for internet and TV for $75.00/monthMs [redacted] states she has been billed first for $and second for $163.00.Ms [redacted] states that she has been told the billing will be fixed and says that it hasn’t been fixed.Ms [redacted] states that she wasn’t supposed to be in a contract term but is and was told her rates would be locked in for the 2-year term.Ms [redacted] states that she doesn’t get the channels she ordered.Ms [redacted] states that she was told by Frontier that her TV cannot be cancelled to just have the internet.Ms [redacted] states she was billed for HBO that is supposed to free.Ms [redacted] states she was promised a $Amazon Gift Card that she hasn’t received.Frontier has investigated the above statements and offers the following response:The package that Ms [redacted] ordered with Frontier is, Simply Fios 50/50M $plus Fios Custom Essentials TV package minus the promotional discounts of $-which equals $75.00/month.The online advertisement clearly states the disclaimer that the package pricing does NOT include equipment, activation charges or taxes.The first bill charges were clearly explained to Ms [redacted] by a CHAT agent on December 19th 2016, included the first full month charges plus partial prorated charges from December 15th through January 1st (Frontier bills in advance), plus $TV activation fee.Ms [redacted] exchanged her Standard Set Top Box for a DVR ($15.00/mo) and was offered HBO free for 6-months.Ms [redacted] has made payment since December 15th installation of services.The account is now suspended for non-payment.The 2-year term is clearly marked on the online advertisement as well that the reduced promotional pricing requires a 2-year term commitment with the prices locked in so she is protected from any price increase while in her year term.The channel packages are listed online as well for review.The package ordered was for the $package.Frontier would be happy to assist her to upgrade her TV package at any time, however the cost will increase the monthly rate.Should she wish to upgrade her TV service she may contact customer service at her convenience at [redacted] Ms [redacted] is free to cancel her TV service at any time and switch to internet only, however this would disqualify her $Amazon GC (not $50.00).Ms [redacted] is receiving HBO free for months, (normally this is a $monthly charge).Ms [redacted] will receive the Amazon GC after the first 90-days of service and the first bill must be paid in full.Any past due balance must be paid to restore service and the account current before processingWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Rebecca N [redacted] Department: Executive Consumer Relations
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: Charged Early Termination Fee for closing account after having sporadic service, or no service at all Frontier has investigated the above statements and offers the following response: Early Termination Fee of $credited on 6/16/Customer advised via email on 6/16/of adjusted Early Termination Fee and that an amended bill will come out next bill cycle; 7/2/ 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 matterTell us why here
The Complaint states that: Ms [redacted] advises that her landline and Internet were out of service and had to wait days for a repair appointmentMs [redacted] also advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s account and determined a repair ticket was placed on December 28, with a due date of January 4, The Frontier technician completed the repair on January 2, due to a car accident that damaged the equipment feeding Ms [redacted] ’s area.Frontier has applied a credit adjustment for the days out of service that will appear on her January 10, bill statementFrontier advises that Internet service speeds are based upon many factors, including customer location, customer equipment, and WIFI network interference Customer speeds may vary over time.As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message that included direct contact information
Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference Customer speeds may vary over time Frontier continues to work toward a solution that will improve Mr [redacted] Internet serviceOn April 3, I spoke with Mr [redacted] regarding his concernsDuring this contact, Mr [redacted] acknowledged that he is still experiencing internet issues and that he is working directly with FrontierI advised Mr [redacted] that credit was issued for the internet for months We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
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 Thank you! Regards, [redacted]
Thank you for referring the additional concerns of [redacted] regarding the business of [redacted] to our office for reviewThe additional concerns state: Mr [redacted] states he would like Frontier to clear his account stating the remote call forwarding did not work.Mr [redacted] wants Frontier to provide a credit of $for loss of businessFrontier has reviewed these additional concerns and offers the following response: Frontier has reviewed the records and unable to locate any trouble tickets or notes reporting that the remote call forwarding was not working The charges of $are valid for this account.Frontier does not provide credit for loss of businessWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer 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] states that when he signed up for Frontier’s Internet and phone service he was told that he would receive an Amazon gift card for $200.00, but he never received it Frontier has investigated the above statements and offers the following response: Frontier reports that Mr [redacted] did not received the email for the Amazon gift card because there was an error on his orderFrontier had the incorrect email addressFrontier spoke to Mr [redacted] today and he stated that he did receive the cardHe is satisfied with the resolution 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
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: Customer is disputing suspended account and payments submitted Frontier has investigated the above statements and offers the following response: Frontier has submitted payment investigation and it has returned: $ payment was sent to the incorrect address as per bank and stop pay was done, $ and $ payment were paid to a disconnected account for Mr [redacted] Amounts were transferred to active accountThe final payment of $ was paid to active account.Frontier has restored Mr [redacted] account and credited $ for the time the account was suspended.Frontier advised Mr [redacted] on February 13, of the aboveWe 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 complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Ms [redacted] states she canceled her television service on May 1, and has not seen a corrected bill that reflects just her Internet service.Ms [redacted] states she has not received the return mailers for her television equipmentFrontier has investigated the above statements and offers the following response: Frontier contacted Ms [redacted] on May 20, and explained she will receive her corrected bill with credits for disconnecting her television service on June 4, 2016.Frontier sends out the return boxes to send back equipment within two weeks of disconnection of serviceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Frontier spoke with Mr [redacted] on March 15, and confirmed the billing issue has been resolved Mr [redacted] was satisfied Frontier issued credits to Mr [redacted] ’s account to bring balance to zero
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Rebuttal states: • Ms [redacted] requested again that Frontier waive the $installation charge Frontier advises: • Records indicate on May 5, Ms [redacted] placed order # [redacted] to install Fios Internet, which has an installation fee of $A Frontier representative spoke with Ms [redacted] , submitted the request, and advised the fee is pending approval • I spoke with Ms [redacted] on July 9, and advised the credit of $124.97was approved on July 6, 2016; which reflects her current balance with FrontierMs [redacted] expressed she is satisfied with this resolution We trust that this information will assist you in closing this complaintWe apologize for any inconvenience experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: For years Mr [redacted] has been paying $a month for Internet Service and this month the price increased to $ Frontier has investigated the above statements and offers the following response: On the November and December billing statement there was a message to consumers that the Broadband promotional pricing will end and the service charge would increase to our everyday low price Mr [redacted] was given a notice of over days in advance.Mr [redacted] is getting the lowest possible pricing to Internet only 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
Thank you for referring the case of [redacted] & [redacted] to our office for review We appreciate you bringing this matter to our attention.Our investigation indicated that the customer’s account under ###-###-#### was disconnected on August 25, and written off on November 16, 2016.The customer provided documents from Time Warner to show when they started service with Time Warner Based on those documents an adjustment of $was issued on this account The remaining balance of $is valid and sustained Our records also show that the customer was issued an adjustment of $TOS on their accountThis credit was reflected on their June 13, billing statementWe have spoken with [redacted] multiple times and she does not agree with our resolution We apologize for any inconvenience this may have caused the customer.We trust this information will assist you in closing this complaint.Frontier Communications
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 There are still other issues that are yet to be realized in the coming monthsI'd prefer not to close this complaint yet as there are still much to be had through this transition Regards, [redacted]