A Frontier Representative has successfully contacted Ms [redacted] , the complaint author, who advises phone service has been working since 05/06/2017.After further investigation, the phone service was set up on 05/06/The service order had gone through on 05/04/but it needed a field schedule and went through as programming instead.Ms [redacted] received a total credit amount of $due to time out of service, and for missed commitments
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] advises that her company should not be billed for a service that did not perform as neededFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on October 26, 2017.Frontier advises that the billing is for the installation and the required 30-day minimum monthly billing.Frontier has issued the applicable creditsWe 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 [redacted] bringing this matter to our attention The Complaint states that: [redacted] states that new service was ordered for internet service and due dated for October 30, [redacted] states that on October ,he installed the internet since he has his own router and no tech was needed [redacted] states he was billed a installation charge that he would like creditFrontier has investigated the above statements and offers the following response: Frontier review the rebuttal and we do not offer self-installation at this timeFrontier advises that the fee covers part of the cost to startup of the internet service it also includes a technician to come out and install new service.Frontier advise the charges is valid and is part of the terms of the promotion that Mr [redacted] signed up for
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 switched his Internet speed from 30/to 75/and removed the land line phone in December Mr [redacted] states he was quoted a rate of $and advised a technician would need to come out • Mr [redacted] states he was billed $for the Internet and was billed a service call feeMr [redacted] state he contacted Frontier and advised the service call would be credited and his rate fixed to $This has not been done.Frontier has investigated the above statements and offers the following response:• Account review shows Mr [redacted] removed his phone and upgraded his Internet from 30/to 75/on 12/21/16.• Account review shows Mr [redacted] was billed an Internet upgrade fee of $which is a charge and was also billed $for the 75/Standalone Internet which is also the correct rate.• Account records shows Mr [redacted] was not quoted the standard upgrade charge and was advised he would get a rate of $which was the $rate less a $discount code that was displaying on his account Account review shows the $discount code displaying was a deactivated discount from an old package in that is not eligible to be applied to the current products.• Frontier apologizes for the misinformation provided to Mr [redacted] Frontier does not have a standalone 75/Internet at a rate of $or a promotion to lower the price to that rate, Frontier is unable to offer Mr [redacted] a rate that is not available to all customers• In this instance, Frontier will remove the upgrade fee in the amount of $and provide credits totaling $for the difference in the pricing for services billed from 12/21/through the current billing period 2/28/($price difference/days x days) Going forward however the correct rate for the standalone 75/internet is $These credits will reflect on the 2/28/billing statementWe 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] advises that the new internet speed of 15/mbps is not enough speed, she previously had 100/mbps with FrontierMs [redacted] advisef her first bill had erroneous chargesMs [redacted] would like to disconnect with no disconnect fee 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 advises that the speed available is determined by the customer’s locationNot all locations are Fios capableThe 100/mbps is a Fios internet speedMs [redacted] location is not Fios capable as the internet available is DSL Broadband as fast as 15/mbps.Frontier advises that the first bill had charges that were associated with the phone and internet connections requestedHowever, the account was credited the two connections fees in the amount of $ 66.00Frontier advises Ms [redacted] is not under a contract and there will be no early termination fee if she chooses to disconnectMs [redacted] would be responsible for a day minimum billing if within first days or full bill cycle if after- for the services and a $ Broadband processing fee at disconnect.Frontier was unsuccessful in reaching Ms [redacted] through phone and email We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises in his rebuttal that he was not informed of DirecTV and Frontier being billed on separate bills Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on June 14, and advised that the DirecTV and Frontier bills would be on separate bill statements Frontier explained to Mr [redacted] that the recorded quote clearly stated that the Frontier and DirecTV would be on separate bills Frontier has left two messages for Mr [redacted] on June and June 28, but has not received a response.Frontier will follow up with Mr [redacted] to verify his next Frontier bill statement is correctWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Lori F [redacted] Department: Customer Relations
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 final bill from FrontierFrontier has investigated the above statements and offers the following response: Frontier reviewed Mr [redacted] ’s account and determined that due to a system issue, Mr [redacted] was billed incorrectlyFrontier has issued an adjustment of $and the balance due on Mr [redacted] ’s account is $The final account balance covers charges from September 1, to September 30, 2017.Frontier spoke to Mr [redacted] on October 23, and advised of the above informationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below It has been days and the card they sent to me is invalid in every state except Michigan, and I am no longer in MichiganDoes that sound like a fair "policy"? Regards, [redacted]
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: Customer had intermittent internet service right after the conversion and was charged install charges for upgrading his internet service Frontier has investigated the above statements and offers the following response: · Frontier researched the account and found that there was no trouble tickets submitted for the internet issue during the time the internet issue was occurring· Frontier has credited the account a total of $reflecting on the October billing statement for the internet issue and the install charges from the upgrade to the internet· Frontier would like to apologize for the billing issues and the internet issues the customer experienced with Frontier Communications· Frontier can only credit for reported time out of service for services Frontier providesCredits go from the time it is reported with a Trouble ticket until the issue is resolved for anything more than hours 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] explained he filed the Revdex.com complaint on behalf of Ms [redacted] [redacted] Ms [redacted] advises she wanted to port her number, but she closed her account before requesting to portFrontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms [redacted] , but have been unsuccessful in speaking with herFrontier spoke to Mr [redacted] on September 22, 2017.Frontier explained port process and explained they could open a new account and have number assigned.Frontier advised that they would be responsible for one month of billing, activation fee and taxes, surchargesHe understands process and will call us if they decide to open account to port the number 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was paying $per month for her Frontier Internet service and the rate increased to $ without any warning.Ms [redacted] states that she contacted Frontier to downgrade her service and was billed an early termination fee of $Ms [redacted] also states that she was offered to downgraded her service and pay $less per month; however, she received a statement for $ Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was on a promotion that ended on November 30, Frontier advises that the term dates are printed on every statementFrontier advises that the regular cost for the services that Ms [redacted] was subscribed to is $per month.Frontier advises that Ms***’s account was on an automatic renewal to continue a discount on the Internet serviceFrontier advises that an adjustment in the amount of $was issued for the early termination fee.Frontier advises that the new rate for the services that Ms [redacted] subscribes to is $per month and there are no current promotions or contracts on her account.Frontier advises that several attempts were made to contact Ms [redacted] to discuss this issue further but was unsuccessful speaking to her.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistance 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
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 However, this has been their comment the whole time that they have promised the adjustments would be done to the account "The promotional discounts should reflect in 1-billing cycles." In the meantime they are billing me for those amount due, Their collection department is calling me and telling me I have an old balance due, they state they will once again turn off my access to the internet and television, which was the call we received right before Christmas.I do not understand why these adjustments would take 1-bill cycles, when they should just be immediateThey acknowledge that the adjustments are due, what is the delay for them to be processed?Thank you for your assistance with this issue, Regards, [redacted]
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] advised Frontier he was given the wrong number of set top boxes at install as well as missing channels from his lineup he was to have included.Mr [redacted] advised Frontier he was over billed for time of service as well as would have to increase bill to get services he requested at time of order Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] account is closed and billing adjusted for days of service and activation fee.Frontier has had this removed off Mr [redacted] ’s credit report We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is about the best that I’m going to get It is enough to keep me as a customer for now but I am still planning on switching companies in Though we got a lot of help after we complaied to the Revdex.com, due to the unprofessionalism from the other several employees that we dealt with beforeWe cannot in good conscience continue long-term business with frontier In the past we were offered televisions and other miscellaneous things like hundred dollar gift cards to switch from Comcast to frontier none of that ever came to fruition We still feel that we did not get the most honest treatment but something is better than nothing we guess.Regards, [redacted] ***
Frontier CommunicationsThank 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] states that he requested disconnection of his account several times, but the account was placed on vacation service insteadVacation expired and the necessary home repairs were not yet completedThe service was not installed nor workingMr [redacted] is requesting credit for his full account balanceFrontier has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that Mr [redacted] is due credits in the amount of $Adjustments have been issued to bring the balance to $Non-regulated service credits for the television totaling $will not post until the May 4th, bill cycle$has been issued towards the other servicesMr***’s balance should reflect as $upon the May 4th, bill cycleWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Austin B [redacted] Department: Executive Consumer Relations
Frontier has investigated the above statements and offers the following response: Frontier advises that refunds are issued days after the disconnection dateThis allows for all credits and charges to be accurately applied to the accountThis also allows the customer’s account to cycle out of the billing system.As a courtesy, Frontier has requested a refund expediteMr [redacted] can anticipate to receive his refund in 14-daysWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he was quoted $per month plus taxes and surcharges with not commitmentbut when he received his bill there was no changes on itMr [redacted] states that the agent was deceitful and is demanding that frontier honor the quoteFrontier has investigated the above statements and offers the following response: Frontier records do show that Mr [redacted] called in on March 9, stating he had an offer of $from another company The agent documented the account that she was able to get the bill to $plus taxes and surcharges but did not notate any information about the commitment.Frontier records demonstrate that an order was started on March 9, but then it was cancelled and not completed There were not notes stating why the order was cancelled.Frontier records further demonstrate that on March 29, Mr [redacted] reached out to the executive escalation team and an order was placed that gave the Mr [redacted] a two-year bundle discount totaling $in credits each month and a $save credit for one yearThe customer will pay $for voice, internet and video service Plus, he will pay for his equipment, taxes and surcharges.Frontier records also show that Mr [redacted] was given two credits that total $on his current invoice dated March 20, 2018.Frontier asserts that the agent Mr [redacted] spoke with on March 9, made a mistake but was not purposefully deceitful The agent has been referred for coaching.The rate offered on March 9, is not a valid offerWe 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 Merrigan Department: Executive Customer Relations Telephone Number: ###-###-#### Fax Number:
Te Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Better Business Bureau bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises his bills are much higher than quoted and is requesting a credit adjustmentFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on June 20, and advised that the price quoted for his service is correct at $per month for year and Mr [redacted] agreed Frontier reviewed the Frontier bill statement and upon further research found the promotion discounts were not applied correctly Frontier has applied and credited Mr [redacted] for the billing errors that will appear on his new July 10, bill statement Mr [redacted] is satisfied that the billing issues have been resolved Frontier will follow up with Mr [redacted] to verify his new bill statement is correctWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Lori F [redacted] Department: Customer Relations
Frontier CommunicationsThank you for referring the complaint of Thomas [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: [redacted] is stating he is not receiving the price he was quoted with the new agreementFrontier has investigated the above statements and offers the following response:A review of the account confirmed the customer’s promotional discounts did not reflect on his Frontier billsThe customer was missing discounts $off his July, August, September, and October bill.Our records reflect that credits have been issued on the customer’s account in the amount of $for the promotional discounts that were not issued.We have issued an additional courtesy credit in the amount of $to zero the customer’s account.This credit should reflect in 1-bill cycles.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####
Thank you for referring the complaint of William [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Customer was charged $ installation fee that he was not aware of Frontier has investigated the above statements and offers the following response: Frontier investigated and found that customer should have been charged $install feeThe customer has been issued a credit of $The customer is satisfied and has my direct contact information We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
A Frontier Representative has successfully contacted Ms [redacted] , the complaint author, who advises phone service has been working since 05/06/2017.After further investigation, the phone service was set up on 05/06/The service order had gone through on 05/04/but it needed a field schedule and went through as programming instead.Ms [redacted] received a total credit amount of $due to time out of service, and for missed commitments
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] advises that her company should not be billed for a service that did not perform as neededFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on October 26, 2017.Frontier advises that the billing is for the installation and the required 30-day minimum monthly billing.Frontier has issued the applicable creditsWe 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 [redacted] bringing this matter to our attention The Complaint states that: [redacted] states that new service was ordered for internet service and due dated for October 30, [redacted] states that on October ,he installed the internet since he has his own router and no tech was needed [redacted] states he was billed a installation charge that he would like creditFrontier has investigated the above statements and offers the following response: Frontier review the rebuttal and we do not offer self-installation at this timeFrontier advises that the fee covers part of the cost to startup of the internet service it also includes a technician to come out and install new service.Frontier advise the charges is valid and is part of the terms of the promotion that Mr [redacted] signed up for
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 switched his Internet speed from 30/to 75/and removed the land line phone in December Mr [redacted] states he was quoted a rate of $and advised a technician would need to come out • Mr [redacted] states he was billed $for the Internet and was billed a service call feeMr [redacted] state he contacted Frontier and advised the service call would be credited and his rate fixed to $This has not been done.Frontier has investigated the above statements and offers the following response:• Account review shows Mr [redacted] removed his phone and upgraded his Internet from 30/to 75/on 12/21/16.• Account review shows Mr [redacted] was billed an Internet upgrade fee of $which is a charge and was also billed $for the 75/Standalone Internet which is also the correct rate.• Account records shows Mr [redacted] was not quoted the standard upgrade charge and was advised he would get a rate of $which was the $rate less a $discount code that was displaying on his account Account review shows the $discount code displaying was a deactivated discount from an old package in that is not eligible to be applied to the current products.• Frontier apologizes for the misinformation provided to Mr [redacted] Frontier does not have a standalone 75/Internet at a rate of $or a promotion to lower the price to that rate, Frontier is unable to offer Mr [redacted] a rate that is not available to all customers• In this instance, Frontier will remove the upgrade fee in the amount of $and provide credits totaling $for the difference in the pricing for services billed from 12/21/through the current billing period 2/28/($price difference/days x days) Going forward however the correct rate for the standalone 75/internet is $These credits will reflect on the 2/28/billing statementWe 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] advises that the new internet speed of 15/mbps is not enough speed, she previously had 100/mbps with FrontierMs [redacted] advisef her first bill had erroneous chargesMs [redacted] would like to disconnect with no disconnect fee 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 advises that the speed available is determined by the customer’s locationNot all locations are Fios capableThe 100/mbps is a Fios internet speedMs [redacted] location is not Fios capable as the internet available is DSL Broadband as fast as 15/mbps.Frontier advises that the first bill had charges that were associated with the phone and internet connections requestedHowever, the account was credited the two connections fees in the amount of $ 66.00Frontier advises Ms [redacted] is not under a contract and there will be no early termination fee if she chooses to disconnectMs [redacted] would be responsible for a day minimum billing if within first days or full bill cycle if after- for the services and a $ Broadband processing fee at disconnect.Frontier was unsuccessful in reaching Ms [redacted] through phone and email We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises in his rebuttal that he was not informed of DirecTV and Frontier being billed on separate bills Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on June 14, and advised that the DirecTV and Frontier bills would be on separate bill statements Frontier explained to Mr [redacted] that the recorded quote clearly stated that the Frontier and DirecTV would be on separate bills Frontier has left two messages for Mr [redacted] on June and June 28, but has not received a response.Frontier will follow up with Mr [redacted] to verify his next Frontier bill statement is correctWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Lori F [redacted] Department: Customer Relations
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 final bill from FrontierFrontier has investigated the above statements and offers the following response: Frontier reviewed Mr [redacted] ’s account and determined that due to a system issue, Mr [redacted] was billed incorrectlyFrontier has issued an adjustment of $and the balance due on Mr [redacted] ’s account is $The final account balance covers charges from September 1, to September 30, 2017.Frontier spoke to Mr [redacted] on October 23, and advised of the above informationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below It has been days and the card they sent to me is invalid in every state except Michigan, and I am no longer in MichiganDoes that sound like a fair "policy"? Regards, [redacted]
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: Customer had intermittent internet service right after the conversion and was charged install charges for upgrading his internet service Frontier has investigated the above statements and offers the following response: · Frontier researched the account and found that there was no trouble tickets submitted for the internet issue during the time the internet issue was occurring· Frontier has credited the account a total of $reflecting on the October billing statement for the internet issue and the install charges from the upgrade to the internet· Frontier would like to apologize for the billing issues and the internet issues the customer experienced with Frontier Communications· Frontier can only credit for reported time out of service for services Frontier providesCredits go from the time it is reported with a Trouble ticket until the issue is resolved for anything more than hours 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] explained he filed the Revdex.com complaint on behalf of Ms [redacted] [redacted] Ms [redacted] advises she wanted to port her number, but she closed her account before requesting to portFrontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms [redacted] , but have been unsuccessful in speaking with herFrontier spoke to Mr [redacted] on September 22, 2017.Frontier explained port process and explained they could open a new account and have number assigned.Frontier advised that they would be responsible for one month of billing, activation fee and taxes, surchargesHe understands process and will call us if they decide to open account to port the number 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was paying $per month for her Frontier Internet service and the rate increased to $ without any warning.Ms [redacted] states that she contacted Frontier to downgrade her service and was billed an early termination fee of $Ms [redacted] also states that she was offered to downgraded her service and pay $less per month; however, she received a statement for $ Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was on a promotion that ended on November 30, Frontier advises that the term dates are printed on every statementFrontier advises that the regular cost for the services that Ms [redacted] was subscribed to is $per month.Frontier advises that Ms***’s account was on an automatic renewal to continue a discount on the Internet serviceFrontier advises that an adjustment in the amount of $was issued for the early termination fee.Frontier advises that the new rate for the services that Ms [redacted] subscribes to is $per month and there are no current promotions or contracts on her account.Frontier advises that several attempts were made to contact Ms [redacted] to discuss this issue further but was unsuccessful speaking to her.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistance 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
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 However, this has been their comment the whole time that they have promised the adjustments would be done to the account "The promotional discounts should reflect in 1-billing cycles." In the meantime they are billing me for those amount due, Their collection department is calling me and telling me I have an old balance due, they state they will once again turn off my access to the internet and television, which was the call we received right before Christmas.I do not understand why these adjustments would take 1-bill cycles, when they should just be immediateThey acknowledge that the adjustments are due, what is the delay for them to be processed?Thank you for your assistance with this issue, Regards, [redacted]
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] advised Frontier he was given the wrong number of set top boxes at install as well as missing channels from his lineup he was to have included.Mr [redacted] advised Frontier he was over billed for time of service as well as would have to increase bill to get services he requested at time of order Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] account is closed and billing adjusted for days of service and activation fee.Frontier has had this removed off Mr [redacted] ’s credit report We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is about the best that I’m going to get It is enough to keep me as a customer for now but I am still planning on switching companies in Though we got a lot of help after we complaied to the Revdex.com, due to the unprofessionalism from the other several employees that we dealt with beforeWe cannot in good conscience continue long-term business with frontier In the past we were offered televisions and other miscellaneous things like hundred dollar gift cards to switch from Comcast to frontier none of that ever came to fruition We still feel that we did not get the most honest treatment but something is better than nothing we guess.Regards, [redacted] ***
Frontier CommunicationsThank 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] states that he requested disconnection of his account several times, but the account was placed on vacation service insteadVacation expired and the necessary home repairs were not yet completedThe service was not installed nor workingMr [redacted] is requesting credit for his full account balanceFrontier has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that Mr [redacted] is due credits in the amount of $Adjustments have been issued to bring the balance to $Non-regulated service credits for the television totaling $will not post until the May 4th, bill cycle$has been issued towards the other servicesMr***’s balance should reflect as $upon the May 4th, bill cycleWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Austin B [redacted] Department: Executive Consumer Relations
Frontier has investigated the above statements and offers the following response: Frontier advises that refunds are issued days after the disconnection dateThis allows for all credits and charges to be accurately applied to the accountThis also allows the customer’s account to cycle out of the billing system.As a courtesy, Frontier has requested a refund expediteMr [redacted] can anticipate to receive his refund in 14-daysWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he was quoted $per month plus taxes and surcharges with not commitmentbut when he received his bill there was no changes on itMr [redacted] states that the agent was deceitful and is demanding that frontier honor the quoteFrontier has investigated the above statements and offers the following response: Frontier records do show that Mr [redacted] called in on March 9, stating he had an offer of $from another company The agent documented the account that she was able to get the bill to $plus taxes and surcharges but did not notate any information about the commitment.Frontier records demonstrate that an order was started on March 9, but then it was cancelled and not completed There were not notes stating why the order was cancelled.Frontier records further demonstrate that on March 29, Mr [redacted] reached out to the executive escalation team and an order was placed that gave the Mr [redacted] a two-year bundle discount totaling $in credits each month and a $save credit for one yearThe customer will pay $for voice, internet and video service Plus, he will pay for his equipment, taxes and surcharges.Frontier records also show that Mr [redacted] was given two credits that total $on his current invoice dated March 20, 2018.Frontier asserts that the agent Mr [redacted] spoke with on March 9, made a mistake but was not purposefully deceitful The agent has been referred for coaching.The rate offered on March 9, is not a valid offerWe 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 Merrigan Department: Executive Customer Relations Telephone Number: ###-###-#### Fax Number:
Te Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Better Business Bureau bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises his bills are much higher than quoted and is requesting a credit adjustmentFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on June 20, and advised that the price quoted for his service is correct at $per month for year and Mr [redacted] agreed Frontier reviewed the Frontier bill statement and upon further research found the promotion discounts were not applied correctly Frontier has applied and credited Mr [redacted] for the billing errors that will appear on his new July 10, bill statement Mr [redacted] is satisfied that the billing issues have been resolved Frontier will follow up with Mr [redacted] to verify his new bill statement is correctWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Lori F [redacted] Department: Customer Relations
Frontier CommunicationsThank you for referring the complaint of Thomas [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: [redacted] is stating he is not receiving the price he was quoted with the new agreementFrontier has investigated the above statements and offers the following response:A review of the account confirmed the customer’s promotional discounts did not reflect on his Frontier billsThe customer was missing discounts $off his July, August, September, and October bill.Our records reflect that credits have been issued on the customer’s account in the amount of $for the promotional discounts that were not issued.We have issued an additional courtesy credit in the amount of $to zero the customer’s account.This credit should reflect in 1-bill cycles.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####
Thank you for referring the complaint of William [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Customer was charged $ installation fee that he was not aware of Frontier has investigated the above statements and offers the following response: Frontier investigated and found that customer should have been charged $install feeThe customer has been issued a credit of $The customer is satisfied and has my direct contact information We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter