Tell us why here...Closeout Comments: the Revdex.com complaint is already closed out - This account was credited $on 8/8/so no further credit owed, tech notes show speed test was better than expected; we do not control the wireless environment within the home; INET reports no VOD 4/(known issue), 5/STB reset got channel guide back, 7/speed test good, 8/reboot ONT and sending tech out 8/for possible STB replacement - no further action warranted
Frontier issued a credit for time out of service and a courtesy credit to Mrs [redacted] 's account.Frontier spoke with Mrs [redacted] on 7-20-and confirmed the service was working and advise of the credit
Thank you for referring the complaint of [redacted] A [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that his Internet service has not been functioning since March 1, 2017.Mr [redacted] states that he was provided a repair date of March 15, Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] reported Internet service issues on March 3, 2017.Frontier completed the repair on March 17, 2017.Frontier provided a courtesy credit of $on March 20, for the service issues Mr [redacted] experiencedFrontier spoke with Ms [redacted] on March 20, and confirmed that the Internet connection was working properlyMs [redacted] is satisfied 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 you bringing this matter to our attention The Complaint states that: Mr [redacted] was supposed to have autopay established on his accountChannel lineup was to be lowered; which would reduce monthly charges Frontier has investigated the above statements and offers the following response: Frontier have made unsuccessful attempts to reach Mr [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] states that her Frontier promotion expired in October of and should have expired in December of Ms [redacted] advises that she continued to pay her monthly rate of $and did not realize it was leaving a back balance on her account and this put her in collections with Frontier Ms [redacted] request that Frontier remove her account from collections and apply credit to her account for the cost differenceFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the promotion on Ms [redacted] ’s account expired in October of in error.A Frontier representative applied credit to Ms [redacted] ’s account on April 11, in the amount of $for the late fees and cost difference of what she was billed.A Frontier representative spoke with Ms [redacted] on April 11, to adviseWe 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 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] is disputing his bill for services from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the package that Mr [redacted] subscribes to is $per month plus taxes and surchargesFrontier communicated the above information to Mr [redacted] on March 30, Frontier will issue a courtesy credit to get the price Mr [redacted] was quoted, he is satisfiedWe 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: Jacey D*** Department: Consumer Relations Telephone Number: ###-###-#### XFax Number: ###-###-####
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] - [redacted] Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference Customer speeds may vary over time Yes, they may change over time But the speed is never as promised I must use my cellular data to even download emails This speed is not acceptableFrontier advises that a technician went out on February 11, and changed out her modem A technician did come out Feb He handed me a box I installed the modem and also updated all equipment using the internet This took hours of my time, because all the access IDs needed to be changedFrontier contacted Ms [redacted] - [redacted] , confirmed service is working and confirmed that Ms [redacted] - [redacted] is satisfied with the resolution Ms [redacted] has a direct point of contact if she should need anything in the future This is not true I am not satisfied I continue to loose service several times each day and have attached a screenshot of each time I have lost service since April 1, I called the number I was given as a direct point of contact and no one knew what I was talking about Not of any helpFrontier advises that a credit in the amount of $for two months of Internet service was applied to her account on February 14, Thank you for not billing me for service I wasn’t getting What about the last two months? Frontier advises that an additional credit in the amount of $for two months of telephone service has been applied to her account on February 22, This is what I was promised for my inconvenience Thank you for following throughFrontier advises that a technician went out on March 18, and reported in the past hours there were no losses or sync through loop care or at the modem and suggested to purchase a separate modem to handle the bandwidth of the items connected Not true I have attached the loss of service notifications since April 1, There are too many too count I loose service several times/day I am not even at my cottage I did purchase the router, spent my time installing it, and the service did not improveFrontier advises that a technician was sent out on April 14, and everything was testing okay and was monitored again on April 19, and everything was still clear and per the local manager anything further will be billable Please see the attached loss of service notifications from my camera I need to use my own cellular service because I do not have service when I am at my home on weekendsI want my service to be consistent and reliable I am a reasonable person I want what I am paying for You can see that my service is not reliable nor consistent My neighbor reports the same service issues but doesn’t want to deal with Frontier I understand her point This has been a long, impossible situation I need a local number to call and Frontier needs to fix this now Months of battling this is unreasonableThank you for your help [redacted] - [redacted]
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 concern regarding moving to [redacted] earlier in the year and ordered internet service to be installed He stated an appointment for installation of service was scheduled but never carried out.Our records indicate a technician was dispatched to the customer’s home on March 11, Based on the documentation the technician placed on the service order; it appears the service was completely installed and began billing However, we contacted the local manager to confirm service to this address It was confirmed the technician failed to gain access into the customer’s home and without doing so, the installation could not be completed from the outside The customer was billed $on the first billing statement dated March 17, The April 17, billing statement reflected the previous balance of $191.16, no payment posted and a credit of $was applied The High Speed Internet was credited for one month at $ The credit reduced the balance forward to $ The current charge for April was $92.25, which brought the total account balance to $218.42.The May 17, billing statement reflected the previous balance of $218.42, there was no payment posted, and the balance forward remained $ The current activity for May was a credit of $57.95, which brought the total balance to $160.47.On August 10, the full balance of $was credited to the account and the account will be recalled from the Outside Collection AgencyMr [redacted] was contacted on August 10, to provide him the above information but he was not available We sincerely apologize for the inconvenience and difficulty MrLiu experienced regarding the above matter Should Mr [redacted] wish to discuss this matter further, I can be reached at 844-320-EXT 111-3143.Sincerely,Felicia TaylorExecutive Customer RelationsFRONTIER COMMUNICATIONS
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 when she signed up for Frontier TV, internet, and home phone service in January 2017, she was quoted a monthly rate of $plus tax, but her first bill came out to $ She was advised by Frontier that the first bill is always higher due to prorated charges from the date that the service started thru the billing cycle date and then the upcoming month in fullMs [redacted] advises that her next bill came out to $355.70, to which Frontier responded that the promotions were not added correctly and would be fixed accordinglyMs [redacted] advises that she would like Frontier to provide her with additional discounts or incentives Frontier has investigated the above statements and offers the following response: Frontier advises that since the promotional discounts were not correctly applied to the customer’s account, a credit in the amount of $was issued and is reflected on her March 26, statement Frontier advises that a payment for $that was made by Ms [redacted] ended up getting charged back to her account, due to insufficient funds Frontier also advises that the customer will need to contact her bank to verify if there were insufficient funds in her bank account at the time that the payment was madeFrontier advises that with all discounts applied to her account, Ms [redacted] ’s monthly rate going forward will be $plus taxes and surcharges.Frontier attempted to call Ms [redacted] on March 28, 2017, sent her an email on that same date, attempted to call her again on March 29, 2017, but received no response 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 Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] called Frontier to have internet moved from one room to another in the same houseFrontier did not show up, and no explanation was providedMs [redacted] was charged a $installation fee even though nothing was installed at the houseMs [redacted] has requested the $charges be removed, but has received a past due notice regarding the amount plus “basic charges” fee Frontier has investigated the above statements and offers the following response: Ms [redacted] contacted Frontier to install a jack in a different room at the same address The agent mistakenly wrote an order to install new servicesThe installation charges appeared on the 6/1/bill, though the order was canceled as an invalid order A request for credit of the $installation charge was approved 7/11/and will appear on the August 1, bill statement The $in “basic Charges” referred to a late fee assessed to the accountThe $was also credited to the account as of 7/11/ 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 Specialist: Brian M [redacted] Department: Frontier Customer Relations
Frontier CommunicationsThank you for referring the complaint of Laura [redacted] to our office for reviewWe appreciate bringing this matter to our attention.The Complaint states that: [redacted] called to report no working phone serviceThis service is at her vacation home and she did not have her bill or the pin to secure acctRepair would not assist.Frontier has investigated the above statements and offers the following response:Frontier records indicate Ms [redacted] contacted Frontier however she could not validate her accountFrontier has tested the line internally and did not find troubleFrontier records indicate this service account is connectedFrontier has made multiple attempts to reach Ms [redacted] but has been unsuccessfulWhen calling her phone number of record, an answering service picks up the lineFrontier left detailed messages on her contact number ###-###-#### but there have been no return callsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience the customer has experienced as a result of the above matter.Frontier Specialist: Judy L [redacted] Department: Customer RelationsTelephone Number: ###-###-####
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:• Mr [redacted] states he requested high speed Internet installed from FrontierMr [redacted] states Frontier was unable to complete the installation on the original due date and had to come back another day to finish the installation.• Mr [redacted] states the service was very slow and he cancelled within days but received a bill for $even though he was advised there were no installation fees and he wouldn’t pay anything • Mr [redacted] wants the charges credited.Frontier has investigated the above statements and offers the following response:• Account review shows an order for standalone Broadband Internet was issued on 11/27/with an original due date of 12/1/ The technician was dispatched as scheduled on 12/1/but advised Mr [redacted] he was unable to fully complete the installation until the next day • Account review shows Mr [redacted] contacted Frontier on 12/8/and advised the service was not fast enough and requested the service cancelled A disconnect order was placed the same day Mr [redacted] received his initial 12/10/bill with an amount owing of $which included a standard minimum month of billing as well as installation fees totaling $$of which was billed in error • In this instance, Frontier issued credits for the full balance of $on 1/11/and zeroed the account however account records shows Mr [redacted] also made a payment for the full balance owing of $on the same dayThere is currently a credit balance of $on this account and Frontier will issue a refund back to Mr [redacted] .We 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 Executive Customer Relations
Frontier stands by its explanation of straightforward billing on this account and offers an example for the customerThe only thing that changed is that a $promotion ended on 5/28/
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 she has billed incorrectly since September causing her billing to be $ Frontier has investigated the above statements and offers the following response: Account research determined Ms [redacted] was billed for Call forwarding $10.99, Way calling $and $for Frontier Simple Rate from September 24, through December 16, 2016.Research determined service order [redacted] did not post until December 16, with an effective date of November 17, 2016, pro-rated credits will reflect on statement date January 4, 2017.Research shows credits totaling $was applied on December 24, for the incorrect chargesRecords show Ms [redacted] has carried a past due balance since prior to January 4, At this time all warranted credits have been applied Ms [redacted] has a balance payable and due of $ A frontier representative spoke with Ms, [redacted] on December 28, regarding the account balanceWe 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 her bringing this matter to our attentionThe Complaint states that: Ms [redacted] signed up for service and was told her first bill would be $and it was much moreFrontier has investigated the above statements and offers the following response: Frontier advises that we investigated the call and found that Ms [redacted] was quoted $for her first bill for services.Frontier advises that she will be paying $a month before taxes and surcharges going forward.Frontier has issued a credit for $to correct the overbilling.A Frontier Customer Service Representative called on May 27, and she is satisfied with the resolutionWe 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 him for bringing this matter to our attention The Complaint states that: Mr [redacted] placed an order to move his service from one address to another and the order did not work, he had no working service but was billed for serviceWhen he received the bill it was the wrong pricing Frontier has investigated the above statements and offers the following response: Frontier reissued the service order and connected serviceFrontier has issued credit for days billed not used, Frontier has applied the correct bundle discounts to the accountFrontier has spoken to Mr [redacted] and advised of credits issued for days billed not used and will follow up on the account to review October bill for 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
Tell us why hereThank you for referring the complaint of [redacted] Incto our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] canceled her telephone service (landline) and they charged her $for an early termination feeShe states that she has not signed a contractShe states she has no paperwork stating there was a contractFrontier advised her that it was a verbal contractShe is willing to pay for the seven months of unused service, but they are not willing to adjust the billFrontier also is charging her state and county taxes and a USF surchargeFrontier has investigated the above statements and offers the following response: Frontier reports that there was a call pulled that took place on April 30, between Ms [redacted] and a Frontier agent with her agreeing to a one year termFrontier has advised Ms [redacted] that they will not waive the early termination fee due to her verbally agreeing to the term 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 finds that Ms [redacted] is subscribed to Vantage Internet Simply Plus, Vantage TV Ultimate, and wired receivers at $with a $discount from February 24, to February 23, plus taxes and surchargesFrontier advises that the correct price for the package Ms [redacted] is subscribed to is $before taxes and surcharges Frontier has agreed to provide an additional $monthly manual credit to provide a discounted price of $plus taxes and surcharges for months beginning February 24, Frontier attempted to reach Ms [redacted] by phone and email to advise of the above but was unsuccessfulFrontier left messages for Ms [redacted] that included direct contact information
Tell us why here Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises when Frontier took over Verizon in April of 2016, his bill raised from $to $ Frontier has investigated the above statements and offers the following response: Frontier advises a Frontier representative spoke with Mr [redacted] to advise his bill increased because the promotion he had expired on April 3, The representative advised Mr [redacted] Frontier would be able to give him a promotional pricing of $for two yearsFrontier advises a Frontier representative added this promotion to Mr [redacted] ’s account as well as credited him for the time he was charged the higher pricingMr [redacted] has agreed to this offer and is satisfied with the resolutionWe 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
Good MorningFrontier Communications 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] is disputing the early termination fee billed by Frontier when Verizon advised since moving out of state, none would applyFrontier has investigated the above statements and offers the following response:Frontier advised the early termination fee of $+ tax was credited on May 03, 2016, leaving a small balance of $2.92, which Frontier agreed to apply credit for that amount on May 04, 2016, leaving the account with a zero balance.Frontier spoke to Mr [redacted] on May 04, and advised the early termination fee was applied and the account now has a zero balance Mr [redacted] has our contact information and is currently satisfied with our resolutionWe 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
Tell us why here...Closeout Comments: the Revdex.com complaint is already closed out - This account was credited $on 8/8/so no further credit owed, tech notes show speed test was better than expected; we do not control the wireless environment within the home; INET reports no VOD 4/(known issue), 5/STB reset got channel guide back, 7/speed test good, 8/reboot ONT and sending tech out 8/for possible STB replacement - no further action warranted
Frontier issued a credit for time out of service and a courtesy credit to Mrs [redacted] 's account.Frontier spoke with Mrs [redacted] on 7-20-and confirmed the service was working and advise of the credit
Thank you for referring the complaint of [redacted] A [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that his Internet service has not been functioning since March 1, 2017.Mr [redacted] states that he was provided a repair date of March 15, Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] reported Internet service issues on March 3, 2017.Frontier completed the repair on March 17, 2017.Frontier provided a courtesy credit of $on March 20, for the service issues Mr [redacted] experiencedFrontier spoke with Ms [redacted] on March 20, and confirmed that the Internet connection was working properlyMs [redacted] is satisfied 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 you bringing this matter to our attention The Complaint states that: Mr [redacted] was supposed to have autopay established on his accountChannel lineup was to be lowered; which would reduce monthly charges Frontier has investigated the above statements and offers the following response: Frontier have made unsuccessful attempts to reach Mr [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] states that her Frontier promotion expired in October of and should have expired in December of Ms [redacted] advises that she continued to pay her monthly rate of $and did not realize it was leaving a back balance on her account and this put her in collections with Frontier Ms [redacted] request that Frontier remove her account from collections and apply credit to her account for the cost differenceFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the promotion on Ms [redacted] ’s account expired in October of in error.A Frontier representative applied credit to Ms [redacted] ’s account on April 11, in the amount of $for the late fees and cost difference of what she was billed.A Frontier representative spoke with Ms [redacted] on April 11, to adviseWe 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 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] is disputing his bill for services from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the package that Mr [redacted] subscribes to is $per month plus taxes and surchargesFrontier communicated the above information to Mr [redacted] on March 30, Frontier will issue a courtesy credit to get the price Mr [redacted] was quoted, he is satisfiedWe 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: Jacey D*** Department: Consumer Relations Telephone Number: ###-###-#### XFax Number: ###-###-####
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] - [redacted] Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference Customer speeds may vary over time Yes, they may change over time But the speed is never as promised I must use my cellular data to even download emails This speed is not acceptableFrontier advises that a technician went out on February 11, and changed out her modem A technician did come out Feb He handed me a box I installed the modem and also updated all equipment using the internet This took hours of my time, because all the access IDs needed to be changedFrontier contacted Ms [redacted] - [redacted] , confirmed service is working and confirmed that Ms [redacted] - [redacted] is satisfied with the resolution Ms [redacted] has a direct point of contact if she should need anything in the future This is not true I am not satisfied I continue to loose service several times each day and have attached a screenshot of each time I have lost service since April 1, I called the number I was given as a direct point of contact and no one knew what I was talking about Not of any helpFrontier advises that a credit in the amount of $for two months of Internet service was applied to her account on February 14, Thank you for not billing me for service I wasn’t getting What about the last two months? Frontier advises that an additional credit in the amount of $for two months of telephone service has been applied to her account on February 22, This is what I was promised for my inconvenience Thank you for following throughFrontier advises that a technician went out on March 18, and reported in the past hours there were no losses or sync through loop care or at the modem and suggested to purchase a separate modem to handle the bandwidth of the items connected Not true I have attached the loss of service notifications since April 1, There are too many too count I loose service several times/day I am not even at my cottage I did purchase the router, spent my time installing it, and the service did not improveFrontier advises that a technician was sent out on April 14, and everything was testing okay and was monitored again on April 19, and everything was still clear and per the local manager anything further will be billable Please see the attached loss of service notifications from my camera I need to use my own cellular service because I do not have service when I am at my home on weekendsI want my service to be consistent and reliable I am a reasonable person I want what I am paying for You can see that my service is not reliable nor consistent My neighbor reports the same service issues but doesn’t want to deal with Frontier I understand her point This has been a long, impossible situation I need a local number to call and Frontier needs to fix this now Months of battling this is unreasonableThank you for your help [redacted] - [redacted]
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 concern regarding moving to [redacted] earlier in the year and ordered internet service to be installed He stated an appointment for installation of service was scheduled but never carried out.Our records indicate a technician was dispatched to the customer’s home on March 11, Based on the documentation the technician placed on the service order; it appears the service was completely installed and began billing However, we contacted the local manager to confirm service to this address It was confirmed the technician failed to gain access into the customer’s home and without doing so, the installation could not be completed from the outside The customer was billed $on the first billing statement dated March 17, The April 17, billing statement reflected the previous balance of $191.16, no payment posted and a credit of $was applied The High Speed Internet was credited for one month at $ The credit reduced the balance forward to $ The current charge for April was $92.25, which brought the total account balance to $218.42.The May 17, billing statement reflected the previous balance of $218.42, there was no payment posted, and the balance forward remained $ The current activity for May was a credit of $57.95, which brought the total balance to $160.47.On August 10, the full balance of $was credited to the account and the account will be recalled from the Outside Collection AgencyMr [redacted] was contacted on August 10, to provide him the above information but he was not available We sincerely apologize for the inconvenience and difficulty MrLiu experienced regarding the above matter Should Mr [redacted] wish to discuss this matter further, I can be reached at 844-320-EXT 111-3143.Sincerely,Felicia TaylorExecutive Customer RelationsFRONTIER COMMUNICATIONS
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 when she signed up for Frontier TV, internet, and home phone service in January 2017, she was quoted a monthly rate of $plus tax, but her first bill came out to $ She was advised by Frontier that the first bill is always higher due to prorated charges from the date that the service started thru the billing cycle date and then the upcoming month in fullMs [redacted] advises that her next bill came out to $355.70, to which Frontier responded that the promotions were not added correctly and would be fixed accordinglyMs [redacted] advises that she would like Frontier to provide her with additional discounts or incentives Frontier has investigated the above statements and offers the following response: Frontier advises that since the promotional discounts were not correctly applied to the customer’s account, a credit in the amount of $was issued and is reflected on her March 26, statement Frontier advises that a payment for $that was made by Ms [redacted] ended up getting charged back to her account, due to insufficient funds Frontier also advises that the customer will need to contact her bank to verify if there were insufficient funds in her bank account at the time that the payment was madeFrontier advises that with all discounts applied to her account, Ms [redacted] ’s monthly rate going forward will be $plus taxes and surcharges.Frontier attempted to call Ms [redacted] on March 28, 2017, sent her an email on that same date, attempted to call her again on March 29, 2017, but received no response 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 Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] called Frontier to have internet moved from one room to another in the same houseFrontier did not show up, and no explanation was providedMs [redacted] was charged a $installation fee even though nothing was installed at the houseMs [redacted] has requested the $charges be removed, but has received a past due notice regarding the amount plus “basic charges” fee Frontier has investigated the above statements and offers the following response: Ms [redacted] contacted Frontier to install a jack in a different room at the same address The agent mistakenly wrote an order to install new servicesThe installation charges appeared on the 6/1/bill, though the order was canceled as an invalid order A request for credit of the $installation charge was approved 7/11/and will appear on the August 1, bill statement The $in “basic Charges” referred to a late fee assessed to the accountThe $was also credited to the account as of 7/11/ 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 Specialist: Brian M [redacted] Department: Frontier Customer Relations
Frontier CommunicationsThank you for referring the complaint of Laura [redacted] to our office for reviewWe appreciate bringing this matter to our attention.The Complaint states that: [redacted] called to report no working phone serviceThis service is at her vacation home and she did not have her bill or the pin to secure acctRepair would not assist.Frontier has investigated the above statements and offers the following response:Frontier records indicate Ms [redacted] contacted Frontier however she could not validate her accountFrontier has tested the line internally and did not find troubleFrontier records indicate this service account is connectedFrontier has made multiple attempts to reach Ms [redacted] but has been unsuccessfulWhen calling her phone number of record, an answering service picks up the lineFrontier left detailed messages on her contact number ###-###-#### but there have been no return callsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience the customer has experienced as a result of the above matter.Frontier Specialist: Judy L [redacted] Department: Customer RelationsTelephone Number: ###-###-####
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:• Mr [redacted] states he requested high speed Internet installed from FrontierMr [redacted] states Frontier was unable to complete the installation on the original due date and had to come back another day to finish the installation.• Mr [redacted] states the service was very slow and he cancelled within days but received a bill for $even though he was advised there were no installation fees and he wouldn’t pay anything • Mr [redacted] wants the charges credited.Frontier has investigated the above statements and offers the following response:• Account review shows an order for standalone Broadband Internet was issued on 11/27/with an original due date of 12/1/ The technician was dispatched as scheduled on 12/1/but advised Mr [redacted] he was unable to fully complete the installation until the next day • Account review shows Mr [redacted] contacted Frontier on 12/8/and advised the service was not fast enough and requested the service cancelled A disconnect order was placed the same day Mr [redacted] received his initial 12/10/bill with an amount owing of $which included a standard minimum month of billing as well as installation fees totaling $$of which was billed in error • In this instance, Frontier issued credits for the full balance of $on 1/11/and zeroed the account however account records shows Mr [redacted] also made a payment for the full balance owing of $on the same dayThere is currently a credit balance of $on this account and Frontier will issue a refund back to Mr [redacted] .We 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 Executive Customer Relations
Frontier stands by its explanation of straightforward billing on this account and offers an example for the customerThe only thing that changed is that a $promotion ended on 5/28/
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 she has billed incorrectly since September causing her billing to be $ Frontier has investigated the above statements and offers the following response: Account research determined Ms [redacted] was billed for Call forwarding $10.99, Way calling $and $for Frontier Simple Rate from September 24, through December 16, 2016.Research determined service order [redacted] did not post until December 16, with an effective date of November 17, 2016, pro-rated credits will reflect on statement date January 4, 2017.Research shows credits totaling $was applied on December 24, for the incorrect chargesRecords show Ms [redacted] has carried a past due balance since prior to January 4, At this time all warranted credits have been applied Ms [redacted] has a balance payable and due of $ A frontier representative spoke with Ms, [redacted] on December 28, regarding the account balanceWe 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 her bringing this matter to our attentionThe Complaint states that: Ms [redacted] signed up for service and was told her first bill would be $and it was much moreFrontier has investigated the above statements and offers the following response: Frontier advises that we investigated the call and found that Ms [redacted] was quoted $for her first bill for services.Frontier advises that she will be paying $a month before taxes and surcharges going forward.Frontier has issued a credit for $to correct the overbilling.A Frontier Customer Service Representative called on May 27, and she is satisfied with the resolutionWe 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 him for bringing this matter to our attention The Complaint states that: Mr [redacted] placed an order to move his service from one address to another and the order did not work, he had no working service but was billed for serviceWhen he received the bill it was the wrong pricing Frontier has investigated the above statements and offers the following response: Frontier reissued the service order and connected serviceFrontier has issued credit for days billed not used, Frontier has applied the correct bundle discounts to the accountFrontier has spoken to Mr [redacted] and advised of credits issued for days billed not used and will follow up on the account to review October bill for 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
Tell us why hereThank you for referring the complaint of [redacted] Incto our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] canceled her telephone service (landline) and they charged her $for an early termination feeShe states that she has not signed a contractShe states she has no paperwork stating there was a contractFrontier advised her that it was a verbal contractShe is willing to pay for the seven months of unused service, but they are not willing to adjust the billFrontier also is charging her state and county taxes and a USF surchargeFrontier has investigated the above statements and offers the following response: Frontier reports that there was a call pulled that took place on April 30, between Ms [redacted] and a Frontier agent with her agreeing to a one year termFrontier has advised Ms [redacted] that they will not waive the early termination fee due to her verbally agreeing to the term 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 finds that Ms [redacted] is subscribed to Vantage Internet Simply Plus, Vantage TV Ultimate, and wired receivers at $with a $discount from February 24, to February 23, plus taxes and surchargesFrontier advises that the correct price for the package Ms [redacted] is subscribed to is $before taxes and surcharges Frontier has agreed to provide an additional $monthly manual credit to provide a discounted price of $plus taxes and surcharges for months beginning February 24, Frontier attempted to reach Ms [redacted] by phone and email to advise of the above but was unsuccessfulFrontier left messages for Ms [redacted] that included direct contact information
Tell us why here Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises when Frontier took over Verizon in April of 2016, his bill raised from $to $ Frontier has investigated the above statements and offers the following response: Frontier advises a Frontier representative spoke with Mr [redacted] to advise his bill increased because the promotion he had expired on April 3, The representative advised Mr [redacted] Frontier would be able to give him a promotional pricing of $for two yearsFrontier advises a Frontier representative added this promotion to Mr [redacted] ’s account as well as credited him for the time he was charged the higher pricingMr [redacted] has agreed to this offer and is satisfied with the resolutionWe 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
Good MorningFrontier Communications 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] is disputing the early termination fee billed by Frontier when Verizon advised since moving out of state, none would applyFrontier has investigated the above statements and offers the following response:Frontier advised the early termination fee of $+ tax was credited on May 03, 2016, leaving a small balance of $2.92, which Frontier agreed to apply credit for that amount on May 04, 2016, leaving the account with a zero balance.Frontier spoke to Mr [redacted] on May 04, and advised the early termination fee was applied and the account now has a zero balance Mr [redacted] has our contact information and is currently satisfied with our resolutionWe 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