Thank you for referring the rebuttal of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] advises that she is not responsible for the directory assistance charges that were billed by Frontier because she had to make multiple calls to director assistance in order to obtain the phone number that she needed due to operators continuously hanging up on her Frontier has investigated the above statements and offers the following response: Frontier advises that when using directory assistance, customers have the option of using the automated system and are not required to get the information from a live directory assistance operatorFrontier advises that the directory assistance charges were billed on the November 14, invoice, and per Frontier’s Terms of Service, a customer is required to contact Frontier within days upon receipt of their bill to dispute any chargesFrontier spoke with Ms [redacted] on April 11, and advised her that all charges are valid We trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Frontier has investigated the complaint and offers the following response: Frontier installed Ms [redacted] ’s service on October 29, 2016.Frontier experienced delays in the installation of service due to the provisioning of facilities for the Internet serviceOnce the facilities were available, the installation was completed.Frontier was not able to gain access to the premises and completed the order to the Network Interface
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 has been experiencing speed and connectivity issues with her Internet service from Frontier Ms [redacted] explains that she was charged for Internet speed of Mbps and received an average of Mbps with the majority of speeds coming in a Mbps since January 2017.Ms [redacted] advises that she called into Frontier and spoke with customer service and a credit was submitted for $and was denied due to not having telephone service, which is incorrectFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] had our Broadband Max Internet service with speeds as fast as Mbps she never had the Mbps Internet this is not available in her area.Frontier has investigated Ms [redacted] account and has determined that Ms [redacted] resides in an area with a surplus of Internet users that could be affecting Internet speeds.Frontier advises that as of March 28, Ms [redacted] cancelled her Internet service and kept her telephone service with Frontier and a credit was issued to her account for $and will appear on her next bill statement.Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message for Ms [redacted] that included direct contact information 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 [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] states that was advised that the ETF would be waivedMr [redacted] also advised that he was billed for a disconnection fee.Frontier has investigated the above statements and offers the following response:Frontier records reflect that Mr [redacted] was in a month contract for his internet services until May 11, The customer disconnected his services prior to the contract period and is subject to an ETF.Frontier records also reflect that Mr [redacted] was billed a $disconnection fee.Frontier records reflect that the ETF was waived on Mr [redacted] account and a courtesy credit of $was issued for the disconnection feeFrontier representative have made several attempts to reach the customer however was unsuccessfulWe 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 Manager
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] I don't agree with this lie because I know for a fact when they first came to provide my internet service the workers showed a speed of mg not so that is a statement from themIt ran at or over for almost a week then first time customer support was called it has been turned down and running like crap every sinceAnother thing we have contacted billing times now over not receiving a paper bill not signed up for paperless billing either so can't blame that but still waiting to receive a bill by mailTo many lies from ya'll I know other people who can vouch for the way ya'll do customers including ones who have been loyal to you for 10+ years a senior citizen at that.So no I am not accepting their responseTY very much
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] had a contract many years with Verizon He does not feel he should have been charged an early termination feeFrontier has investigated the above statements and offers the following response: Mr [redacted] had a promotion that automatically renewed on January 4, After reviewing the account, Frontier did credit the early termination fee of $on the account Mr [redacted] does still owe Frontier $for services until February 1, when the account portedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was billed for a full month of service even though she wanted the service to end earlier.In addition; Ms [redacted] states she has now received a bill with a $processing feeFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her services and is eligible tocontinue receiving service through the end of her billing cycle Ms [redacted] canalways stop the disconnection if she changed her mind.It is Frontier’s policy at any time the customer chooses to disconnect the broadband service, after the first days of service, a $processing fee will apply This fee covers the cost of processing the disconnection of the service at the central office or remote facility The processing fee is automatically added to orders when a customer is disconnecting Broadband serviceThe customer service representative has been trained to advise customers at the time of disconnection 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: Frontier advises that on August 23, a request to remove HBO and TV was made to Frontier.Frontier finds that the consultant failed to place the order correctly causing the customer to be billed for the TV in SeptemberFrontier removed the Television service on September 10, All prorated credits were received on the October 9, statement.Since the customer originally called on August 23, 2016, Frontier has issued a $credit for the billing charges from August 23, to September 10, 2016.In addition, Frontier has waived the late fees ($27.00) and service order charge ($20.00) charge that were applied in September, October, and NovemberFrontier finds that the monthly statement is billing at $plus taxes and surchargesThe reason Mr [redacted] statements are in the $range is because he is behind on his paymentsAt this time, Mr [redacted] has a balance due on December 5, of $This consist of current charges of $plus taxes and his past due balance 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
Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to assess the situation.Frontier repaired and/or replaced equipment.Frontier spoke with Mr [redacted] , who advised that the internet service has improvedWe regret any inconvenience that [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 find that this resolution is satisfactory to me Regards, [redacted] This is just another case in which the customer absorbs any cost or fees that a company will incurAnother form of tax that is levied to the customer without customer inputThe customer is screwed again
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she would like the adjustment of $issued as promised in a timely mannerFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on November 7, and explained Frontier has made appropriate adjustment of $and will appear on the November 13, Bill StatementFrontier will follow up to ensure bill accuracyWe 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that Frontier withdrew more money from his account than Frontier was supposed toFrontier has reviewed the above statements and offers the following responseFrontier spoke with Mr [redacted] on September 26, and advised the $credit balance on his account should be in his account no later than October 3, 2017.Frontier also committed to credit an overdraft charge on Mr***’s account but the bank waived that fee.Frontier apologized for the poor service experience Mr [redacted] experienced trying to move his service.Mr [redacted] presented no further questions or concerns and has direct contact information for the future 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 attentionThe complaint states that:Mr [redacted] advises that he called Frontier to get his service transferred as he was moving and wanted a new set top box for his television service and was not advised that there would be a charge for the install of the new set top box.Mr [redacted] advises that when the technician came out he was advised at that time that there would be a charge per hour for the wiring and he was in no position to say no as he needed the Internet to work, he works at home.Mr [redacted] advises that he called Frontier multiple times because the television and Internet did not work because the technician used the wrong equipment and would not work and had to go to Starbucks all day to work.Mr [redacted] advises he disconnected service shortly after moving because of lack of help from Frontier.Mr [redacted] advises that he called into Frontier to see if they had a store to return equipment and was told he would receive a box and a mail label Mr [redacted] advises he had to call back Frontier as he never received the return box or label, it was sent out to the old address in error It was processed again and he received one box and packed it up with receivers and mailed it outFrontier has investigated the above statements and offers the following response: Frontier investigated and advises that a transfer order was placed to move service and tech brought out the new receiver instead of having it mailed The technician advised when he got to the location that there would a be charge for work to install a new FiOS outlet and four coax lines and the work performed and completed Frontier advises that Mr [redacted] called into Frontier on March 19, advising the line was cut and a repair ticket was placed and scheduled for March 20, The technician repaired the buried fiber cable and service was back working.Frontier advises that Mr [redacted] called back in on March 20, and advised that he had no television service, his telephone and Internet were working A technician went out on March 22, and tested the line and had no radio frequency and the ONT equipment was replaced with new and service was back working.Frontier advises that Mr [redacted] disconnected his service on March 31, and has a final balance owed of $ It is for tech work to install the new FiOS outlet and four coax lines and for service from March 9, to March 31, 2017.Frontier has advised Mr [redacted] that he can contact the Credit Protection Association at ###-###-#### to place a dispute for the balance owed on his final bill 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 I was not told during my 5/2/conversation with Frontier's representative of Frontier's day policyI was not told when my account was closed so a day wait period has no context to a calendarI was told I could expect a refund check by 5/12/& at the latest 5/20/Only a received check will resolve my complaint which has not yet been receivedI think it's an unfair business practice for Fronteir to hold onto customer refunds for a long period of time uncommon with industry business practicesGiven the number of similar complaints I would like the Revdex.com to explain why this practice has been allowed to continue for so long, negatively affecting many customers, costing them time & money Regards, Mark ***
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: • [redacted] is having difficulty receiving her refund and has been billed after disconnecting her account on 7/26/ • [redacted] received a statement in August for $When she called to check on her credit it had changed to $ • [redacted] was told her refund would come at the end of the month in August and it did not come Frontier has investigated the above statements and offers the following response: • Frontier has found that [redacted] ’s refund was sent to Citibank on 10/27/ • Frontier partners with Citibank to issue refunds to our customers who have disconnected their account • Frontier’s policy is to issue a refund days from the date of service disconnection or terminationThis time period is required to ensure all outstanding charges or credits are posted to the closed accountFrontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account • Frontier has found that the customer was billed $for VOD/PPV rentals in JulyBringing the refund of $to $ • Frontier has verified with [redacted] that she has received the refund from Citibank • Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter Frontier Specialist: Angela C [redacted] Department: Consumer Relations
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: Customer has not received credits promised to her, and she is being charged for premium channels that she did not requestFrontier has investigated the above statements and offers the following response: Frontier investigated account and found that the customer has had premium package since January 31st, with the first request for it to be removed being July 6th, Frontier made three unsuccessful attempts to contact customer for more informationFrontier sent call me letter on October 20th, 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 [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: • Frontier has not honored the promotional discounts that was offered by their customer service representatives • [redacted] was double billed for several months for cable services • [redacted] has spent plus hours on the phone and Frontier has refused to honor the deal he was originally offered or credit the three month over billing • [redacted] cancelled his account on 9/16/ Frontier has investigated the above statements and offers the following response: • Frontier has found that [redacted] was charged the month to month pricing instead of the two year promotional term • Frontier has found that [redacted] has cancelled his account with Frontier • Frontier has issued a credit for $install fee, $in late fees, $for an early termination fee and $for a promotional overages • Frontier has found that [redacted] ***’s account will be disconnected on 11/28/and then backdated to 9/16/ • Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter Frontier Specialist: Angela C [redacted] Department: Consumer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Frontier is treating this entire matter as a one-time issueThe facts remain the service is not reliableFor example, this past week starting Sunday Feb 5th one of our three internet lines was experiencing issuesIt had to be taken out of rotation (not used) in order for us to be able to have internetWe reported this issueThen starting Wednesday Feb 8th at 12:am and for approximately hours, all three of our internet lines were completely downToken gestures of monetary payments cannot due justice for the type of service or lack there of that Frontier provides Regards, [redacted]
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionAccording to the complaint, Mr [redacted] advises, he has experienced internet service concernsFrontier investigated the matter and advises, Frontier technical support opened a trouble ticket for the internet service concerns and found that the service is connected properly from the customer's home to the central officeFrontier technical support attempted to speak to Mr [redacted] for additional troubleshooting however Mr [redacted] advised he is on vacation and will return after the 4th of JulyFrontier advises should Mr [redacted] have additional concerns we will work directly with him upon a return callWe trust this information will assist you in closing this complaintWe apologize for any inconvenience he has experienced as a result of the above matter
Frontier’s Local Manager contacted Ms [redacted] and her service is working well after the technician was there on 12/27/16.He explained to her that Frontier’s has a ½ mile section of cable that crosses a mountain through the forest and needs some rehab workFrontier has begun the work to rehab this section of cable and will continue to until complete.The Local Manager gave Mr [redacted] his direct contact information and asked her to contact him directly with any service concerns.Frontier has issued an out of service adjustment in the amount of $that will appear on the next billing statement
Thank you for referring the rebuttal of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] advises that she is not responsible for the directory assistance charges that were billed by Frontier because she had to make multiple calls to director assistance in order to obtain the phone number that she needed due to operators continuously hanging up on her Frontier has investigated the above statements and offers the following response: Frontier advises that when using directory assistance, customers have the option of using the automated system and are not required to get the information from a live directory assistance operatorFrontier advises that the directory assistance charges were billed on the November 14, invoice, and per Frontier’s Terms of Service, a customer is required to contact Frontier within days upon receipt of their bill to dispute any chargesFrontier spoke with Ms [redacted] on April 11, and advised her that all charges are valid We trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Frontier has investigated the complaint and offers the following response: Frontier installed Ms [redacted] ’s service on October 29, 2016.Frontier experienced delays in the installation of service due to the provisioning of facilities for the Internet serviceOnce the facilities were available, the installation was completed.Frontier was not able to gain access to the premises and completed the order to the Network Interface
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 has been experiencing speed and connectivity issues with her Internet service from Frontier Ms [redacted] explains that she was charged for Internet speed of Mbps and received an average of Mbps with the majority of speeds coming in a Mbps since January 2017.Ms [redacted] advises that she called into Frontier and spoke with customer service and a credit was submitted for $and was denied due to not having telephone service, which is incorrectFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] had our Broadband Max Internet service with speeds as fast as Mbps she never had the Mbps Internet this is not available in her area.Frontier has investigated Ms [redacted] account and has determined that Ms [redacted] resides in an area with a surplus of Internet users that could be affecting Internet speeds.Frontier advises that as of March 28, Ms [redacted] cancelled her Internet service and kept her telephone service with Frontier and a credit was issued to her account for $and will appear on her next bill statement.Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message for Ms [redacted] that included direct contact information 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 [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] states that was advised that the ETF would be waivedMr [redacted] also advised that he was billed for a disconnection fee.Frontier has investigated the above statements and offers the following response:Frontier records reflect that Mr [redacted] was in a month contract for his internet services until May 11, The customer disconnected his services prior to the contract period and is subject to an ETF.Frontier records also reflect that Mr [redacted] was billed a $disconnection fee.Frontier records reflect that the ETF was waived on Mr [redacted] account and a courtesy credit of $was issued for the disconnection feeFrontier representative have made several attempts to reach the customer however was unsuccessfulWe 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 Manager
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] I don't agree with this lie because I know for a fact when they first came to provide my internet service the workers showed a speed of mg not so that is a statement from themIt ran at or over for almost a week then first time customer support was called it has been turned down and running like crap every sinceAnother thing we have contacted billing times now over not receiving a paper bill not signed up for paperless billing either so can't blame that but still waiting to receive a bill by mailTo many lies from ya'll I know other people who can vouch for the way ya'll do customers including ones who have been loyal to you for 10+ years a senior citizen at that.So no I am not accepting their responseTY very much
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] had a contract many years with Verizon He does not feel he should have been charged an early termination feeFrontier has investigated the above statements and offers the following response: Mr [redacted] had a promotion that automatically renewed on January 4, After reviewing the account, Frontier did credit the early termination fee of $on the account Mr [redacted] does still owe Frontier $for services until February 1, when the account portedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was billed for a full month of service even though she wanted the service to end earlier.In addition; Ms [redacted] states she has now received a bill with a $processing feeFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her services and is eligible tocontinue receiving service through the end of her billing cycle Ms [redacted] canalways stop the disconnection if she changed her mind.It is Frontier’s policy at any time the customer chooses to disconnect the broadband service, after the first days of service, a $processing fee will apply This fee covers the cost of processing the disconnection of the service at the central office or remote facility The processing fee is automatically added to orders when a customer is disconnecting Broadband serviceThe customer service representative has been trained to advise customers at the time of disconnection 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: Frontier advises that on August 23, a request to remove HBO and TV was made to Frontier.Frontier finds that the consultant failed to place the order correctly causing the customer to be billed for the TV in SeptemberFrontier removed the Television service on September 10, All prorated credits were received on the October 9, statement.Since the customer originally called on August 23, 2016, Frontier has issued a $credit for the billing charges from August 23, to September 10, 2016.In addition, Frontier has waived the late fees ($27.00) and service order charge ($20.00) charge that were applied in September, October, and NovemberFrontier finds that the monthly statement is billing at $plus taxes and surchargesThe reason Mr [redacted] statements are in the $range is because he is behind on his paymentsAt this time, Mr [redacted] has a balance due on December 5, of $This consist of current charges of $plus taxes and his past due balance 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
Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to assess the situation.Frontier repaired and/or replaced equipment.Frontier spoke with Mr [redacted] , who advised that the internet service has improvedWe regret any inconvenience that [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 find that this resolution is satisfactory to me Regards, [redacted] This is just another case in which the customer absorbs any cost or fees that a company will incurAnother form of tax that is levied to the customer without customer inputThe customer is screwed again
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she would like the adjustment of $issued as promised in a timely mannerFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on November 7, and explained Frontier has made appropriate adjustment of $and will appear on the November 13, Bill StatementFrontier will follow up to ensure bill accuracyWe 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that Frontier withdrew more money from his account than Frontier was supposed toFrontier has reviewed the above statements and offers the following responseFrontier spoke with Mr [redacted] on September 26, and advised the $credit balance on his account should be in his account no later than October 3, 2017.Frontier also committed to credit an overdraft charge on Mr***’s account but the bank waived that fee.Frontier apologized for the poor service experience Mr [redacted] experienced trying to move his service.Mr [redacted] presented no further questions or concerns and has direct contact information for the future 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 attentionThe complaint states that:Mr [redacted] advises that he called Frontier to get his service transferred as he was moving and wanted a new set top box for his television service and was not advised that there would be a charge for the install of the new set top box.Mr [redacted] advises that when the technician came out he was advised at that time that there would be a charge per hour for the wiring and he was in no position to say no as he needed the Internet to work, he works at home.Mr [redacted] advises that he called Frontier multiple times because the television and Internet did not work because the technician used the wrong equipment and would not work and had to go to Starbucks all day to work.Mr [redacted] advises he disconnected service shortly after moving because of lack of help from Frontier.Mr [redacted] advises that he called into Frontier to see if they had a store to return equipment and was told he would receive a box and a mail label Mr [redacted] advises he had to call back Frontier as he never received the return box or label, it was sent out to the old address in error It was processed again and he received one box and packed it up with receivers and mailed it outFrontier has investigated the above statements and offers the following response: Frontier investigated and advises that a transfer order was placed to move service and tech brought out the new receiver instead of having it mailed The technician advised when he got to the location that there would a be charge for work to install a new FiOS outlet and four coax lines and the work performed and completed Frontier advises that Mr [redacted] called into Frontier on March 19, advising the line was cut and a repair ticket was placed and scheduled for March 20, The technician repaired the buried fiber cable and service was back working.Frontier advises that Mr [redacted] called back in on March 20, and advised that he had no television service, his telephone and Internet were working A technician went out on March 22, and tested the line and had no radio frequency and the ONT equipment was replaced with new and service was back working.Frontier advises that Mr [redacted] disconnected his service on March 31, and has a final balance owed of $ It is for tech work to install the new FiOS outlet and four coax lines and for service from March 9, to March 31, 2017.Frontier has advised Mr [redacted] that he can contact the Credit Protection Association at ###-###-#### to place a dispute for the balance owed on his final bill 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 I was not told during my 5/2/conversation with Frontier's representative of Frontier's day policyI was not told when my account was closed so a day wait period has no context to a calendarI was told I could expect a refund check by 5/12/& at the latest 5/20/Only a received check will resolve my complaint which has not yet been receivedI think it's an unfair business practice for Fronteir to hold onto customer refunds for a long period of time uncommon with industry business practicesGiven the number of similar complaints I would like the Revdex.com to explain why this practice has been allowed to continue for so long, negatively affecting many customers, costing them time & money Regards, Mark ***
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: • [redacted] is having difficulty receiving her refund and has been billed after disconnecting her account on 7/26/ • [redacted] received a statement in August for $When she called to check on her credit it had changed to $ • [redacted] was told her refund would come at the end of the month in August and it did not come Frontier has investigated the above statements and offers the following response: • Frontier has found that [redacted] ’s refund was sent to Citibank on 10/27/ • Frontier partners with Citibank to issue refunds to our customers who have disconnected their account • Frontier’s policy is to issue a refund days from the date of service disconnection or terminationThis time period is required to ensure all outstanding charges or credits are posted to the closed accountFrontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account • Frontier has found that the customer was billed $for VOD/PPV rentals in JulyBringing the refund of $to $ • Frontier has verified with [redacted] that she has received the refund from Citibank • Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter Frontier Specialist: Angela C [redacted] Department: Consumer Relations
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: Customer has not received credits promised to her, and she is being charged for premium channels that she did not requestFrontier has investigated the above statements and offers the following response: Frontier investigated account and found that the customer has had premium package since January 31st, with the first request for it to be removed being July 6th, Frontier made three unsuccessful attempts to contact customer for more informationFrontier sent call me letter on October 20th, 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 [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: • Frontier has not honored the promotional discounts that was offered by their customer service representatives • [redacted] was double billed for several months for cable services • [redacted] has spent plus hours on the phone and Frontier has refused to honor the deal he was originally offered or credit the three month over billing • [redacted] cancelled his account on 9/16/ Frontier has investigated the above statements and offers the following response: • Frontier has found that [redacted] was charged the month to month pricing instead of the two year promotional term • Frontier has found that [redacted] has cancelled his account with Frontier • Frontier has issued a credit for $install fee, $in late fees, $for an early termination fee and $for a promotional overages • Frontier has found that [redacted] ***’s account will be disconnected on 11/28/and then backdated to 9/16/ • Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter Frontier Specialist: Angela C [redacted] Department: Consumer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Frontier is treating this entire matter as a one-time issueThe facts remain the service is not reliableFor example, this past week starting Sunday Feb 5th one of our three internet lines was experiencing issuesIt had to be taken out of rotation (not used) in order for us to be able to have internetWe reported this issueThen starting Wednesday Feb 8th at 12:am and for approximately hours, all three of our internet lines were completely downToken gestures of monetary payments cannot due justice for the type of service or lack there of that Frontier provides Regards, [redacted]
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionAccording to the complaint, Mr [redacted] advises, he has experienced internet service concernsFrontier investigated the matter and advises, Frontier technical support opened a trouble ticket for the internet service concerns and found that the service is connected properly from the customer's home to the central officeFrontier technical support attempted to speak to Mr [redacted] for additional troubleshooting however Mr [redacted] advised he is on vacation and will return after the 4th of JulyFrontier advises should Mr [redacted] have additional concerns we will work directly with him upon a return callWe trust this information will assist you in closing this complaintWe apologize for any inconvenience he has experienced as a result of the above matter
Frontier’s Local Manager contacted Ms [redacted] and her service is working well after the technician was there on 12/27/16.He explained to her that Frontier’s has a ½ mile section of cable that crosses a mountain through the forest and needs some rehab workFrontier has begun the work to rehab this section of cable and will continue to until complete.The Local Manager gave Mr [redacted] his direct contact information and asked her to contact him directly with any service concerns.Frontier has issued an out of service adjustment in the amount of $that will appear on the next billing statement