Frontier has investigated the above statements and offers the following response: Ms [redacted] has an order to activate phone service on 02/02/for number [redacted] Once order number [redacted] post to frontier billing system Ms [redacted] can contact [redacted] to complete port outA Frontier consultant has been in direct contact with Ms [redacted] and advised of the above statements We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank 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] advises that she had contacted Frontier around December 17, 2016, to find out if she could get a lower monthly rate, and was quoted a monthly rate of approximately $plus tax, or around $total She also advises that after agreeing to her new bundle package that was effective December 28, 2016, she ended up losing some of the TV channels she previously had, so a new order had to be placed to correct her TV channel packageMs [redacted] advises when she got her January bill, it totaled $217.00, which was much higher than what she was expectingShe then requested to be switched to a lower tiered TV package and was then told that it would be $plus tax When she asked what needs to be paid for the January bill, she was told $Ms [redacted] advises that Frontier should honor the price that was originally quoted, which was $plus tax Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on January 30, She was advised that her monthly rate can be lowered to $plus tax, and with tax would be in between $and $Frontier also advised her that she will get back channels that were lost when she last requested her a change to her TV package.Frontier advises that she only needs to pay $for her January bill, and then going forward her monthly rate will be less than $ We 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 advises that all affected customers were sent a notification in January explaining that their provider would change from Verizon to Frontier in late March Additionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for Verizon as the new service provider and to publicize the website meetfrontier.com, which provided extensive information about the transition including FAQs and other important informationFrontier investigated and found Mr***’s service not working starting 4/1/Frontier Sent a Technician out to fix system service issue on 5/2/Frontier confirmed services were workingA Frontier Customer Service Representative has contacted Mr [redacted] and confirmed that all services are properly functioning A Frontier representative contacted Mr [redacted] and apologized for the hold time and discussed his pricing Frontier has issued credit in the amount of $which covers the service out from 4/to 5/and the promotion correction Mr [redacted] is satisfied with 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 her for bringing this matter to our attention The Complaint states that: Mrs [redacted] ordered internet service from Frontier but did not receive a modem to use the service, and has been billed for service she could not useMrs [redacted] waited three weeks for delivery of modem but it was not delivered, she called to cancel the service because she could not use it and was told she would be charged a fee for cancelling Frontier has investigated the above statements and offers the following response: Frontier spoke to Mrs [redacted] and advised all charges have been credited off the account to bring it to a zero balanceMrs [redacted] is satisfied with the resolution of this complaintWe 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
The behavior of the CS rep, who willfully misled me into providing my SSN, is very worrisome to meI believe I am now in danger of Identity theft.To resolve the issue, I need Frontier to provide me with free lifetime credit monitoring and protection
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 My phone is still not working They sent an Tech out on Monday, Feb which they stated they would be there between the hours of 8am - 12pm When I called at 12:42pm that day, I was told they did come to my house When I asked for them to provide me the address it was the incorrect address Then when speaking to another representative, he provided me with still a different address that the Tech when to I spoke with the supervisor Travis finally who said he would make sure someone came out that day, fixed my phone and he would call me back that day to confirm Jose the Tech came out that day, did absolutely nothing to fix my phone My phone is still not working and I'm still waiting on Travis (Supervisor) to call me back Jose the Tech stated he had to call the center to get my phone working so he would do so from his car I asked him would he be coming back in to confirm with me that is taken care of and he stated Yes I went to look outside minutes later and Jose the Tech was gone and never came back, followed up, anything Regards, [redacted]
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Ms [redacted] states she is being billed at a higher monthly rate than she agreed to in September Ms [redacted] states she was advised the bundle rate would only increase $per monthFrontier has investigated the above statement and offers the following response:An order was processed with an effective date of August 16, to upgrade the Fios TV portion of the bundle from Custom to Ultimate HDAs previously stated, when the order completed, the discounts that were associated with the previous bundle were removedFurther review indicates the discounts weren’t removed in errorThe Fios TV upgrade increased the monthly rate.Account notes do not confirm Ms [redacted] was advised there would be a $increaseIn an attempt to resolve this matter the current rates of Frontier’s Bundles were discussed, but Ms [redacted] decided to not make any changes at this timeMs [redacted] expressed her dissatisfaction with the amount of time she has taken to get this matter resolved and it’s still not to her satisfactionWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna CExecutive Customer Relations
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 did get amount credit as requestedMy only complaint is that I received my new bill and its coming in at $a monthThey claim that I am using a WiFi router and I told the installer and Dawn from the customer service team and they told me I had to pay the $since its policyCan someone please explain why do I need to pay for a device I do not have and not using? This is not acceptableAlso why was there a re connection fee? Regards, [redacted]
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she would like bill adjusted and corrected for good Frontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms [redacted] ; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms [redacted] Frontier has been able to leave several message with our direct contact information.Frontier investigated and confirmed that the charges are accurate and we have applied several adjustmentsFrontier confirmed no additional adjustment neededIf Ms [redacted] has additional concerns, she can reach Executive Relation at ###-###-#### Ext [redacted] We 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: [redacted] called Frontier to find out what promos were available because her pricing was coming to an end Representative quoted her $per month for two years plus tax and she is not receiving that priceFrontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on October 31, and after reviewing the call found that the representative offered her a price point for a new customer not an existing customer so [redacted] was not eligible for that priceCoaching was provided to the representative that made the error [redacted] requested to remove service in his name and place in [redacted] ***’s name instead in order to get new customer pricingFrontier worked with [redacted] to come to a price point that she was satisfied with for FIOS 100/100, and FIOS Extreme TV We trust that this information will assist you in closing this complaint We apologize for any inconvenience that she has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] received a notice of a final pay date of December 7, Service was disconnected on November 28, Frontier has investigated the above statements and offers the following response: Frontier disconnected Ms [redacted] ’s service in error due to a system issue Frontier apologizes for the inconvenience and frustration this has caused Frontier issued a credit of $to Ms [redacted] for two days out of service Ms [redacted] pays Frontier $a month for Internet service This is $a day We 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he has been having problems with his Frontier internet and home phone services for nearly a month He also advises that his internet has been running slower that it should be Mr [redacted] advises that he would like Frontier to repair his internet and home phone services in a timely manner Frontier has investigated the above statements and offers the following response: Frontier advises that a technician was dispatched to Mr [redacted] ’s home on August 8, 2017, and repaired the services.Frontier advises that a credit has been issued to the customer’s account for having been out of service.Frontier spoke with Mr [redacted] on August 8, 2017, who confirmed that his services are now working properly and is no longer having problems with the internet speed 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
Good MorningFrontier acknowledged the rebuttal to this complaint and apologizes for the inconvenience with the television service interruption Frontier dispatched a technician to the residence on April 26, and resolved the issues Frontier spoke to Ms [redacted] on April 29, and she confirmed all services are working correctly now, including three telephone lines, the Internet, and the television services Frontier applied a total adjustment of $due to these outages Ms [redacted] has our contact information should she have any further issues or concerns Frontier apologizes for all the inconvenience these outages have caused
According to our records, a Verizon representative spoke to [redacted] and explained that refund checks must be made out in the name of the account holderThere is a legal issue with regard to the fact that the payee on the refund check must be titled the same way as the final accountMr [redacted] stated he did not want to discuss the matter any further and advised the representative he has a negative view of Verizon
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] states he recently placed an order online through Frontier.comAt the time he placed the order the only fees he states were explained was an equipment & deliver fee of $however the first bill was an additional charge of $for high speed installation [redacted] states that at no point during the online process was the $fee mentioned or was he given any alternative way for the service to be installed Frontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on February 7, and informed him the cart from his order process shows on he agreed to the one- time charges of $which was the $shipping/handling fee plus the $high speed installation fee [redacted] requested a copy so Frontier emailed him proof of his online order [redacted] was advised in a confirmation email of the $and Frontier will stand by itWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that he has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for review We appreciate him bringing this matter to our attention.In the complaint Mr [redacted] expressed after Frontier acknowledged receipt of returned equipment, Frontier continues to send bills demanding payment for that equipmentOur records indicate the December 13, 2017, billing statement was the first statement to include the FiOS TV Unreturned Equipment Fee of $200.00, and the State Taxes and Other Charges in the amount of $ The total bill was $214.00.The January 13, 2018, billing statement reflected the previous balance of $214.00, the new charge was a credit of $214.00, which reduced the total account balance to zero.The customer received the January 13, billing statement, due to the activity on the account The account is now final and Mr [redacted] should not receive any future statementsOn January 29, 2018, a message was left on the voice mail service, providing the above information to Mr [redacted] .Thank you,Felicia TaylorExecutive Customer RelationsFRONTIER COMMUNICATIONS
Frontier finds that we responded in a timely manner to a trouble report, took measures to ensure that important calls would not be missed, credited the account appropriately for lost service, and that no further credit is owed on this account
Thank you for referring the complaint of Elizabeth [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: She was charged an Early Termination Fee in error and was unsuccessful in having it removed Frontier has investigated the above statements and offers the following response: Frontier contacted Ms [redacted] and an adjustment was made to the account resolving her concernsWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
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] stated that Frontier submitted his transfer order incorrectly • Mr [redacted] stated that he switched to a different provider and cancelled his Frontier service• Mr [redacted] stated that a Frontier technician showed up to his house and disconnected his newly installed service• Mr [redacted] is asking for compensation for removing his property and for internet outage Frontier has investigated the above statements and offers the following response: • Frontier records confirm that the order to transfer Mr [redacted] ’s service was programmed remotely without a tech going to the homeThis order was closed as completed on August 24th, • Mr [redacted] spoke to a Frontier agent on August 24th, and was advised the order was done incorrectlyThis agent then wrote a trouble ticket to send a field technician to the home and complete the transfer order properlyThis ticket was scheduled for August 27th, • On August 25th, Mr [redacted] called Frontier to schedule the disconnection of his servicesThis order completed on September 1st, • The Frontier technician was dispatched to the home on August 27th, without the knowledge that Mr [redacted] had cancelled his Frontier service and switched providersThe technician installed the Frontier internet and removed the newly installed serviceThis was an error that has been corrected and Mr [redacted] currently has no active Frontier service• Frontier has issued adjustments on Mr [redacted] ’s account for the inconvenienceThe credits total $This amount will be refunded in the next 30-daysWe 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 find that this resolution is satisfactory to me Regards, [redacted] This settlement appears to be fair and it's too bad that it is so difficult to talk to someone with authority to change services! I returned a call to Robin and left a message for her to say thanks [redacted]
Frontier has investigated the above statements and offers the following response: Ms [redacted] has an order to activate phone service on 02/02/for number [redacted] Once order number [redacted] post to frontier billing system Ms [redacted] can contact [redacted] to complete port outA Frontier consultant has been in direct contact with Ms [redacted] and advised of the above statements We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank 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] advises that she had contacted Frontier around December 17, 2016, to find out if she could get a lower monthly rate, and was quoted a monthly rate of approximately $plus tax, or around $total She also advises that after agreeing to her new bundle package that was effective December 28, 2016, she ended up losing some of the TV channels she previously had, so a new order had to be placed to correct her TV channel packageMs [redacted] advises when she got her January bill, it totaled $217.00, which was much higher than what she was expectingShe then requested to be switched to a lower tiered TV package and was then told that it would be $plus tax When she asked what needs to be paid for the January bill, she was told $Ms [redacted] advises that Frontier should honor the price that was originally quoted, which was $plus tax Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on January 30, She was advised that her monthly rate can be lowered to $plus tax, and with tax would be in between $and $Frontier also advised her that she will get back channels that were lost when she last requested her a change to her TV package.Frontier advises that she only needs to pay $for her January bill, and then going forward her monthly rate will be less than $ We 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 advises that all affected customers were sent a notification in January explaining that their provider would change from Verizon to Frontier in late March Additionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for Verizon as the new service provider and to publicize the website meetfrontier.com, which provided extensive information about the transition including FAQs and other important informationFrontier investigated and found Mr***’s service not working starting 4/1/Frontier Sent a Technician out to fix system service issue on 5/2/Frontier confirmed services were workingA Frontier Customer Service Representative has contacted Mr [redacted] and confirmed that all services are properly functioning A Frontier representative contacted Mr [redacted] and apologized for the hold time and discussed his pricing Frontier has issued credit in the amount of $which covers the service out from 4/to 5/and the promotion correction Mr [redacted] is satisfied with 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 her for bringing this matter to our attention The Complaint states that: Mrs [redacted] ordered internet service from Frontier but did not receive a modem to use the service, and has been billed for service she could not useMrs [redacted] waited three weeks for delivery of modem but it was not delivered, she called to cancel the service because she could not use it and was told she would be charged a fee for cancelling Frontier has investigated the above statements and offers the following response: Frontier spoke to Mrs [redacted] and advised all charges have been credited off the account to bring it to a zero balanceMrs [redacted] is satisfied with the resolution of this complaintWe 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
The behavior of the CS rep, who willfully misled me into providing my SSN, is very worrisome to meI believe I am now in danger of Identity theft.To resolve the issue, I need Frontier to provide me with free lifetime credit monitoring and protection
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 My phone is still not working They sent an Tech out on Monday, Feb which they stated they would be there between the hours of 8am - 12pm When I called at 12:42pm that day, I was told they did come to my house When I asked for them to provide me the address it was the incorrect address Then when speaking to another representative, he provided me with still a different address that the Tech when to I spoke with the supervisor Travis finally who said he would make sure someone came out that day, fixed my phone and he would call me back that day to confirm Jose the Tech came out that day, did absolutely nothing to fix my phone My phone is still not working and I'm still waiting on Travis (Supervisor) to call me back Jose the Tech stated he had to call the center to get my phone working so he would do so from his car I asked him would he be coming back in to confirm with me that is taken care of and he stated Yes I went to look outside minutes later and Jose the Tech was gone and never came back, followed up, anything Regards, [redacted]
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Ms [redacted] states she is being billed at a higher monthly rate than she agreed to in September Ms [redacted] states she was advised the bundle rate would only increase $per monthFrontier has investigated the above statement and offers the following response:An order was processed with an effective date of August 16, to upgrade the Fios TV portion of the bundle from Custom to Ultimate HDAs previously stated, when the order completed, the discounts that were associated with the previous bundle were removedFurther review indicates the discounts weren’t removed in errorThe Fios TV upgrade increased the monthly rate.Account notes do not confirm Ms [redacted] was advised there would be a $increaseIn an attempt to resolve this matter the current rates of Frontier’s Bundles were discussed, but Ms [redacted] decided to not make any changes at this timeMs [redacted] expressed her dissatisfaction with the amount of time she has taken to get this matter resolved and it’s still not to her satisfactionWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna CExecutive Customer Relations
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 did get amount credit as requestedMy only complaint is that I received my new bill and its coming in at $a monthThey claim that I am using a WiFi router and I told the installer and Dawn from the customer service team and they told me I had to pay the $since its policyCan someone please explain why do I need to pay for a device I do not have and not using? This is not acceptableAlso why was there a re connection fee? Regards, [redacted]
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she would like bill adjusted and corrected for good Frontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms [redacted] ; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms [redacted] Frontier has been able to leave several message with our direct contact information.Frontier investigated and confirmed that the charges are accurate and we have applied several adjustmentsFrontier confirmed no additional adjustment neededIf Ms [redacted] has additional concerns, she can reach Executive Relation at ###-###-#### Ext [redacted] We 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: [redacted] called Frontier to find out what promos were available because her pricing was coming to an end Representative quoted her $per month for two years plus tax and she is not receiving that priceFrontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on October 31, and after reviewing the call found that the representative offered her a price point for a new customer not an existing customer so [redacted] was not eligible for that priceCoaching was provided to the representative that made the error [redacted] requested to remove service in his name and place in [redacted] ***’s name instead in order to get new customer pricingFrontier worked with [redacted] to come to a price point that she was satisfied with for FIOS 100/100, and FIOS Extreme TV We trust that this information will assist you in closing this complaint We apologize for any inconvenience that she has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] received a notice of a final pay date of December 7, Service was disconnected on November 28, Frontier has investigated the above statements and offers the following response: Frontier disconnected Ms [redacted] ’s service in error due to a system issue Frontier apologizes for the inconvenience and frustration this has caused Frontier issued a credit of $to Ms [redacted] for two days out of service Ms [redacted] pays Frontier $a month for Internet service This is $a day We 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he has been having problems with his Frontier internet and home phone services for nearly a month He also advises that his internet has been running slower that it should be Mr [redacted] advises that he would like Frontier to repair his internet and home phone services in a timely manner Frontier has investigated the above statements and offers the following response: Frontier advises that a technician was dispatched to Mr [redacted] ’s home on August 8, 2017, and repaired the services.Frontier advises that a credit has been issued to the customer’s account for having been out of service.Frontier spoke with Mr [redacted] on August 8, 2017, who confirmed that his services are now working properly and is no longer having problems with the internet speed 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
Good MorningFrontier acknowledged the rebuttal to this complaint and apologizes for the inconvenience with the television service interruption Frontier dispatched a technician to the residence on April 26, and resolved the issues Frontier spoke to Ms [redacted] on April 29, and she confirmed all services are working correctly now, including three telephone lines, the Internet, and the television services Frontier applied a total adjustment of $due to these outages Ms [redacted] has our contact information should she have any further issues or concerns Frontier apologizes for all the inconvenience these outages have caused
According to our records, a Verizon representative spoke to [redacted] and explained that refund checks must be made out in the name of the account holderThere is a legal issue with regard to the fact that the payee on the refund check must be titled the same way as the final accountMr [redacted] stated he did not want to discuss the matter any further and advised the representative he has a negative view of Verizon
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] states he recently placed an order online through Frontier.comAt the time he placed the order the only fees he states were explained was an equipment & deliver fee of $however the first bill was an additional charge of $for high speed installation [redacted] states that at no point during the online process was the $fee mentioned or was he given any alternative way for the service to be installed Frontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on February 7, and informed him the cart from his order process shows on he agreed to the one- time charges of $which was the $shipping/handling fee plus the $high speed installation fee [redacted] requested a copy so Frontier emailed him proof of his online order [redacted] was advised in a confirmation email of the $and Frontier will stand by itWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that he has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for review We appreciate him bringing this matter to our attention.In the complaint Mr [redacted] expressed after Frontier acknowledged receipt of returned equipment, Frontier continues to send bills demanding payment for that equipmentOur records indicate the December 13, 2017, billing statement was the first statement to include the FiOS TV Unreturned Equipment Fee of $200.00, and the State Taxes and Other Charges in the amount of $ The total bill was $214.00.The January 13, 2018, billing statement reflected the previous balance of $214.00, the new charge was a credit of $214.00, which reduced the total account balance to zero.The customer received the January 13, billing statement, due to the activity on the account The account is now final and Mr [redacted] should not receive any future statementsOn January 29, 2018, a message was left on the voice mail service, providing the above information to Mr [redacted] .Thank you,Felicia TaylorExecutive Customer RelationsFRONTIER COMMUNICATIONS
Frontier finds that we responded in a timely manner to a trouble report, took measures to ensure that important calls would not be missed, credited the account appropriately for lost service, and that no further credit is owed on this account
Thank you for referring the complaint of Elizabeth [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: She was charged an Early Termination Fee in error and was unsuccessful in having it removed Frontier has investigated the above statements and offers the following response: Frontier contacted Ms [redacted] and an adjustment was made to the account resolving her concernsWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
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] stated that Frontier submitted his transfer order incorrectly • Mr [redacted] stated that he switched to a different provider and cancelled his Frontier service• Mr [redacted] stated that a Frontier technician showed up to his house and disconnected his newly installed service• Mr [redacted] is asking for compensation for removing his property and for internet outage Frontier has investigated the above statements and offers the following response: • Frontier records confirm that the order to transfer Mr [redacted] ’s service was programmed remotely without a tech going to the homeThis order was closed as completed on August 24th, • Mr [redacted] spoke to a Frontier agent on August 24th, and was advised the order was done incorrectlyThis agent then wrote a trouble ticket to send a field technician to the home and complete the transfer order properlyThis ticket was scheduled for August 27th, • On August 25th, Mr [redacted] called Frontier to schedule the disconnection of his servicesThis order completed on September 1st, • The Frontier technician was dispatched to the home on August 27th, without the knowledge that Mr [redacted] had cancelled his Frontier service and switched providersThe technician installed the Frontier internet and removed the newly installed serviceThis was an error that has been corrected and Mr [redacted] currently has no active Frontier service• Frontier has issued adjustments on Mr [redacted] ’s account for the inconvenienceThe credits total $This amount will be refunded in the next 30-daysWe 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 find that this resolution is satisfactory to me Regards, [redacted] This settlement appears to be fair and it's too bad that it is so difficult to talk to someone with authority to change services! I returned a call to Robin and left a message for her to say thanks [redacted]