Frontier has investigated the above statements and offers the following response: Frontier has corrected any issues affecting Mrs [redacted] 's phone and internet issues.Frontier advises that internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interferenceCustomer speeds may vary over time.Mrs [redacted] has advised there are no other concerns or questions at this timeWe regret any inconvenience that Mrs [redacted] may have 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.As I am out at 5am every morning and unable to take calls at work, I am unaware of any calls from FrontierThey can email a response as they have my email addressThe service is stall as appalling as before with no improvement Regards, [redacted]
Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises Frontier Communications has been billing him for services which he no longer hasMr [redacted] reports he has not had service since July, and has called in numerous times to cancel his servicesMr [redacted] advises each time he has called he is told the problem is resolved, however nothing has been resolvedMr [redacted] advises he has sent a certified letter regarding his concerns, but it has gone unanswered Frontier has investigated the above statements and offers the following response: A Frontier Representative has successfully contacted Mr[redacted] After further investigation, Mr [redacted] was going to upgrade his services, however the order was written wrong, and a technician did not come out.Mr [redacted] wanted to cancel services, but the order to upgrade him was not cancelled due to an errorMr [redacted] ’s account was successfully disconnected on 10/19/2016, and Mr [redacted] received credits in the total amount of $bringing the balance to $ 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: Gabriela C [redacted] Department: Consumer Relations
Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] is paying for speeds as fast as 6MbpsFrontier has spoken with Mr [redacted] he advised he is cancelling his service, refuses to have the internet service worked on and terminated the call.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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she was charged a $activation fee that she was not told about at the time she placed the orderShe has called multiple times and been told the charge will be removed and it has not been removedShe has also been billed late chargesFrontier has investigated the above statements and offers the following response: Frontier found that only part of the activation charge had been creditedCredit was issued for the balance of the activation charge and all late charges that had accrued for the disputed amountMs [redacted] reported that this resolved her complaint 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 CommunicationsThank you for referring the complaint of Dawn [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states that she made a payment to Verizon on March 1, for which also included the wireless services.Ms [redacted] states that her payment covered services through March 31, and believes Frontier is double billing her for services and wants her account credited.Frontier has investigated the above statements and offers the following response:On March 31, 2016, Frontier closed a transaction to acquire Verizon's wireline services in California, Florida, and Texas, after receiving all required government approvals Prior to that time, notice of the transaction was communicated to Verizon customers On April 1, Frontier formally began transitioning all of Verizon's network, services and customers to FrontierThe payment made to Verizon on March 1, was for February bill cycle.Verizon, like Frontier bills in advance for services.Verizon bill dated March 10, clearly shows that is for the March bill cycle (see attached).Any March payment due for the month of March billing that were not paid to Verizon by March 28, were then due to Frontier.Frontier shows no payment for March 10, billing $or April billing $for total of $310.16.Frontier received the first payment from Ms [redacted] on May 6, for $leaving a past due balance remaining of $158.15.Frontier notes state that customer service representative spoke to Mr [redacted] on May 18, who stated that he could clearly see the balance owing on the March Verizon bill once they reviewed together.On July 27, Mr [redacted] called in regarding his balance owing $and was informed that the payment for $was returned as NSF from Verizon and amount was charged back to the account.This is the amount paid to Verizon as stated in the complaintTo date no payment of this specific amount was ever paid to Frontier.Mr [redacted] was advised to provide proof of payment in the form of a bank statement, would need to be submitted as proof.Frontier has not received this proof of payment to date.Balance owing at this time remains at $539.00.Frontier is including a snapshot of billing and payments made since Acquisition for review as well.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that MsMorrison has experienced as a result of the above matter.Frontier Specialist: Rebecca N [redacted] Department: Executive Consumer Email: [redacted] Relations
Frontier CommunicationsThank you for referring the complaint of Mr [redacted] J [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] has had trouble with auto-pay that caused temporary disconnects from their account.He finds this situation confusing due to unauthorized amounts being pulled from his financial account.He is requesting an apology, explanation and compensation for all late fees charged.Frontier has investigated the above statements and offers the following response:Upon further review we determined the payment scheduled was based upon the balance reflected on the account.We apologize for the trouble the customer has experienced.We have applied $in late fee creditPlease allow thirty to sixty days for the credit to be reflected on a future statement.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] J [redacted] has experienced as a result of the above matter.Frontier Specialist: Bridget G Department: Executive Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] states he has been billed incorrectly for services after disconnecting service with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Frontier has made a time out of service adjustment to the accountFrontier advises upon reviewing the account Frontier has adjusted the account correctly for the services.Frontier advises unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services, and you are responsible for all charges incurred through the date of termination.Frontier advises that it has spoken to [redacted] on December 21, and advised of the final balanceWe 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 has investigated the above statements and offers the following response: At this time Frontier cannot locate Ms [redacted] ’s accountOnce the Frontier account number has been provided we can complete an investigation Frontier has been unsuccessful in reaching Ms [redacted] however a detailed message was left with contact information We regret any inconvenience that Ms [redacted] may have 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 attentionThe Complaint states that: Ms [redacted] is stating that Frontier is charging her for monthly telephone service after she called to cancel her services with VerizonFrontier has investigated the above statements and offers the following response: Frontier did charge Ms [redacted] for phone service as we did not receive any request to cancel the service until May 3, Frontier did give Ms [redacted] a courtesy adjustment on the bill of $99.00.Frontier did cancel the telephone services and stopped all billing as of May 3, A Frontier Customer Service Representative did give Ms [redacted] direct contact information to contact us if any additional assistance is neededWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] K [redacted] advises she did not register her amazon promotion cardI was told by Frontier that I’m still under a term and subject to an early termination fee Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] K [redacted] on August 21, Frontier explained that she will not be subject to an Early Termination FeeFrontier confirmed that Amazon card was never redeemed 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 has investigated the above statements and offers the following response: As previously advised, Ms [redacted] has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycle Ms [redacted] can always stop the disconnect if she changes her mind.As stated in Frontier’s terms and conditions, “Unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services, and you are responsible for all charges incurred through the date of termination”We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Ms [redacted] subscribes to Broadband LitePlease see product description below:High Speed Internet Lite - Speed as fast as Mbps/128K.Frontier advises that the technician testing from the outside location, found the speeds at 1.34Mbps to the residenceThis is higher than the product description.Frontier further advises that Ms [redacted] ’s speed is provisioned at a higher rate (Mbps) to compensate for any deterioration of the DSL signal as it travels to the customer’s residence.Frontier further advises that speeds can be affected by customer equipment, the number of devices used in a household and interference.Frontier technical department also advises that the following recommendations for streaming are: standard definition video, a connection that is more than Mb/sFor HD, 3D, or 4K you need higher speeds.Frontier advises Ms [redacted] would have to upgrade her internet product to receive a faster internet speed.Ms [redacted] can contact customer service at ###-###-#### to discuss available options We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
The customer established service 3/23/The customer disconnected service 4/7/The monthly charges were phone $and internet $The first statement included the $central office connection, $service order charge, $S&H for modem, days partial month for phone/internet and taxesThere is a minimum day billing on the unlimited phone and internetWhen the final bill generated on 5/1/the final balance was $Manual adjustments were applied so that customer was only billed for the days of service rather than the day minimumThe charges for those days was deducted from the $deposit and the remaining $will be refunded to the customerThe refund was processed on 7/14/and customer should receive in 7-business daysI sent an email to esc refunds to see how they sent this customer's refund to themNotes say a manual refund check was requested I spoke to the customer on August 1, to verify satisfactionThank YouSerena J [redacted] Executive Customer Relations
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that Ms [redacted] is requesting her deposit back after learning that Frontier does not provide services where she is living Frontier has investigated the above statements and offers the following response: Frontier was unable to reach Ms [redacted] to discuss her complaintHowever we left multiple messages for herIf Ms [redacted] would still like to have this concern addressed she can reach me directly at ###-###-#### 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 he was told would be charged and early termination fee if he discontinues his service, but would not be provided the recording of the acceptance of this agreement Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on July 19,2017, played the recording of the acceptance of the term agreementMr [redacted] advised he accepted the term agreement to lower his costFrontier offered a $monthly credit until the end of the term agreement to lower his billMr [redacted] accepted this resolution to resolve his complaint 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he made a request to terminate his services on September 8, and after several months he was still being billed for servicesMr [redacted] also stated that he had received additional set top boxes instead of the return kits he was promised so he shipped everything back at the same time Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] and apologized for any confusion on his final billing statements.Frontier reviewed the account and was unable to find any documentation that the account was requested to be terminated on September 8, Frontier confirmed that the billing ended on September 26, because the services were terminated for non-paymentFrontier did identify a billing discrepancy in the final billing debits and issued an adjustment of $which makes Mr [redacted] ’s accurate final balance $Mr [redacted] was provided with direct contact information should he have any further questions or concerns 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 restored the phone service on 5-16-16.Frontier spoke with Ms [redacted] on 5-20-16, and confirmed the service was working and advised a credit was issued for time out of service and a courtesy credit
Mr [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier 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 timeFrontier continues to work toward a solution that will improve Mr [redacted] ’s Internet service It is our expectation that Frontier will upgrade its network in Mr [redacted] ’s area later this year Given that many factors could impact the timing of an upgrade; we cannot guarantee any specific date for project completion.Frontier advises that Mr [redacted] pays $per month for his Frontier Internet service, the lowest price available
Frontier has investigated the above statements and offers the following response: Frontier has issued a credit in the amount of $reducing the outstanding balance from $to $as quoted to Mr [redacted] on 12/22/ Mr [redacted] has been advised of the billing adjustment and to make his payment directly to Frontier An email was sent with the same information.The representative handling this complaint has confirmed with Frontier’s Credit & Collections department that Mr [redacted] ’s account has not been reported to the credit bureaus, hence, there is not impact to his creditThe representative has offered to monitor Mr [redacted] ’s account Once payment is received and recorded, the representative will send Mr [redacted] an email with a snapshot of the zero balance We regret any inconvenience that Dale [redacted] may have experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Frontier has corrected any issues affecting Mrs [redacted] 's phone and internet issues.Frontier advises that internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interferenceCustomer speeds may vary over time.Mrs [redacted] has advised there are no other concerns or questions at this timeWe regret any inconvenience that Mrs [redacted] may have 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.As I am out at 5am every morning and unable to take calls at work, I am unaware of any calls from FrontierThey can email a response as they have my email addressThe service is stall as appalling as before with no improvement Regards, [redacted]
Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises Frontier Communications has been billing him for services which he no longer hasMr [redacted] reports he has not had service since July, and has called in numerous times to cancel his servicesMr [redacted] advises each time he has called he is told the problem is resolved, however nothing has been resolvedMr [redacted] advises he has sent a certified letter regarding his concerns, but it has gone unanswered Frontier has investigated the above statements and offers the following response: A Frontier Representative has successfully contacted Mr[redacted] After further investigation, Mr [redacted] was going to upgrade his services, however the order was written wrong, and a technician did not come out.Mr [redacted] wanted to cancel services, but the order to upgrade him was not cancelled due to an errorMr [redacted] ’s account was successfully disconnected on 10/19/2016, and Mr [redacted] received credits in the total amount of $bringing the balance to $ 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: Gabriela C [redacted] Department: Consumer Relations
Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] is paying for speeds as fast as 6MbpsFrontier has spoken with Mr [redacted] he advised he is cancelling his service, refuses to have the internet service worked on and terminated the call.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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she was charged a $activation fee that she was not told about at the time she placed the orderShe has called multiple times and been told the charge will be removed and it has not been removedShe has also been billed late chargesFrontier has investigated the above statements and offers the following response: Frontier found that only part of the activation charge had been creditedCredit was issued for the balance of the activation charge and all late charges that had accrued for the disputed amountMs [redacted] reported that this resolved her complaint 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 CommunicationsThank you for referring the complaint of Dawn [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states that she made a payment to Verizon on March 1, for which also included the wireless services.Ms [redacted] states that her payment covered services through March 31, and believes Frontier is double billing her for services and wants her account credited.Frontier has investigated the above statements and offers the following response:On March 31, 2016, Frontier closed a transaction to acquire Verizon's wireline services in California, Florida, and Texas, after receiving all required government approvals Prior to that time, notice of the transaction was communicated to Verizon customers On April 1, Frontier formally began transitioning all of Verizon's network, services and customers to FrontierThe payment made to Verizon on March 1, was for February bill cycle.Verizon, like Frontier bills in advance for services.Verizon bill dated March 10, clearly shows that is for the March bill cycle (see attached).Any March payment due for the month of March billing that were not paid to Verizon by March 28, were then due to Frontier.Frontier shows no payment for March 10, billing $or April billing $for total of $310.16.Frontier received the first payment from Ms [redacted] on May 6, for $leaving a past due balance remaining of $158.15.Frontier notes state that customer service representative spoke to Mr [redacted] on May 18, who stated that he could clearly see the balance owing on the March Verizon bill once they reviewed together.On July 27, Mr [redacted] called in regarding his balance owing $and was informed that the payment for $was returned as NSF from Verizon and amount was charged back to the account.This is the amount paid to Verizon as stated in the complaintTo date no payment of this specific amount was ever paid to Frontier.Mr [redacted] was advised to provide proof of payment in the form of a bank statement, would need to be submitted as proof.Frontier has not received this proof of payment to date.Balance owing at this time remains at $539.00.Frontier is including a snapshot of billing and payments made since Acquisition for review as well.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that MsMorrison has experienced as a result of the above matter.Frontier Specialist: Rebecca N [redacted] Department: Executive Consumer Email: [redacted] Relations
Frontier CommunicationsThank you for referring the complaint of Mr [redacted] J [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] has had trouble with auto-pay that caused temporary disconnects from their account.He finds this situation confusing due to unauthorized amounts being pulled from his financial account.He is requesting an apology, explanation and compensation for all late fees charged.Frontier has investigated the above statements and offers the following response:Upon further review we determined the payment scheduled was based upon the balance reflected on the account.We apologize for the trouble the customer has experienced.We have applied $in late fee creditPlease allow thirty to sixty days for the credit to be reflected on a future statement.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] J [redacted] has experienced as a result of the above matter.Frontier Specialist: Bridget G Department: Executive Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] states he has been billed incorrectly for services after disconnecting service with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Frontier has made a time out of service adjustment to the accountFrontier advises upon reviewing the account Frontier has adjusted the account correctly for the services.Frontier advises unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services, and you are responsible for all charges incurred through the date of termination.Frontier advises that it has spoken to [redacted] on December 21, and advised of the final balanceWe 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 has investigated the above statements and offers the following response: At this time Frontier cannot locate Ms [redacted] ’s accountOnce the Frontier account number has been provided we can complete an investigation Frontier has been unsuccessful in reaching Ms [redacted] however a detailed message was left with contact information We regret any inconvenience that Ms [redacted] may have 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 attentionThe Complaint states that: Ms [redacted] is stating that Frontier is charging her for monthly telephone service after she called to cancel her services with VerizonFrontier has investigated the above statements and offers the following response: Frontier did charge Ms [redacted] for phone service as we did not receive any request to cancel the service until May 3, Frontier did give Ms [redacted] a courtesy adjustment on the bill of $99.00.Frontier did cancel the telephone services and stopped all billing as of May 3, A Frontier Customer Service Representative did give Ms [redacted] direct contact information to contact us if any additional assistance is neededWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] K [redacted] advises she did not register her amazon promotion cardI was told by Frontier that I’m still under a term and subject to an early termination fee Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] K [redacted] on August 21, Frontier explained that she will not be subject to an Early Termination FeeFrontier confirmed that Amazon card was never redeemed 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 has investigated the above statements and offers the following response: As previously advised, Ms [redacted] has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycle Ms [redacted] can always stop the disconnect if she changes her mind.As stated in Frontier’s terms and conditions, “Unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services, and you are responsible for all charges incurred through the date of termination”We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Ms [redacted] subscribes to Broadband LitePlease see product description below:High Speed Internet Lite - Speed as fast as Mbps/128K.Frontier advises that the technician testing from the outside location, found the speeds at 1.34Mbps to the residenceThis is higher than the product description.Frontier further advises that Ms [redacted] ’s speed is provisioned at a higher rate (Mbps) to compensate for any deterioration of the DSL signal as it travels to the customer’s residence.Frontier further advises that speeds can be affected by customer equipment, the number of devices used in a household and interference.Frontier technical department also advises that the following recommendations for streaming are: standard definition video, a connection that is more than Mb/sFor HD, 3D, or 4K you need higher speeds.Frontier advises Ms [redacted] would have to upgrade her internet product to receive a faster internet speed.Ms [redacted] can contact customer service at ###-###-#### to discuss available options We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
The customer established service 3/23/The customer disconnected service 4/7/The monthly charges were phone $and internet $The first statement included the $central office connection, $service order charge, $S&H for modem, days partial month for phone/internet and taxesThere is a minimum day billing on the unlimited phone and internetWhen the final bill generated on 5/1/the final balance was $Manual adjustments were applied so that customer was only billed for the days of service rather than the day minimumThe charges for those days was deducted from the $deposit and the remaining $will be refunded to the customerThe refund was processed on 7/14/and customer should receive in 7-business daysI sent an email to esc refunds to see how they sent this customer's refund to themNotes say a manual refund check was requested I spoke to the customer on August 1, to verify satisfactionThank YouSerena J [redacted] Executive Customer Relations
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that Ms [redacted] is requesting her deposit back after learning that Frontier does not provide services where she is living Frontier has investigated the above statements and offers the following response: Frontier was unable to reach Ms [redacted] to discuss her complaintHowever we left multiple messages for herIf Ms [redacted] would still like to have this concern addressed she can reach me directly at ###-###-#### 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 he was told would be charged and early termination fee if he discontinues his service, but would not be provided the recording of the acceptance of this agreement Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on July 19,2017, played the recording of the acceptance of the term agreementMr [redacted] advised he accepted the term agreement to lower his costFrontier offered a $monthly credit until the end of the term agreement to lower his billMr [redacted] accepted this resolution to resolve his complaint 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he made a request to terminate his services on September 8, and after several months he was still being billed for servicesMr [redacted] also stated that he had received additional set top boxes instead of the return kits he was promised so he shipped everything back at the same time Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] and apologized for any confusion on his final billing statements.Frontier reviewed the account and was unable to find any documentation that the account was requested to be terminated on September 8, Frontier confirmed that the billing ended on September 26, because the services were terminated for non-paymentFrontier did identify a billing discrepancy in the final billing debits and issued an adjustment of $which makes Mr [redacted] ’s accurate final balance $Mr [redacted] was provided with direct contact information should he have any further questions or concerns 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 restored the phone service on 5-16-16.Frontier spoke with Ms [redacted] on 5-20-16, and confirmed the service was working and advised a credit was issued for time out of service and a courtesy credit
Mr [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier 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 timeFrontier continues to work toward a solution that will improve Mr [redacted] ’s Internet service It is our expectation that Frontier will upgrade its network in Mr [redacted] ’s area later this year Given that many factors could impact the timing of an upgrade; we cannot guarantee any specific date for project completion.Frontier advises that Mr [redacted] pays $per month for his Frontier Internet service, the lowest price available
Frontier has investigated the above statements and offers the following response: Frontier has issued a credit in the amount of $reducing the outstanding balance from $to $as quoted to Mr [redacted] on 12/22/ Mr [redacted] has been advised of the billing adjustment and to make his payment directly to Frontier An email was sent with the same information.The representative handling this complaint has confirmed with Frontier’s Credit & Collections department that Mr [redacted] ’s account has not been reported to the credit bureaus, hence, there is not impact to his creditThe representative has offered to monitor Mr [redacted] ’s account Once payment is received and recorded, the representative will send Mr [redacted] an email with a snapshot of the zero balance We regret any inconvenience that Dale [redacted] may have experienced as a result of the above matter