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] indicates she has been without telephone and Internet service since the transition from Verizon to Frontier.Frontier has investigated the above statements and offers the following response:Frontier issued a credit ($104.99) for the month Ms [redacted] has been without her Frontier telephone and Internet services Frontier’s policy is to issue an out of service credit of any period of a time a customer is without his or her Frontier service.Frontier has attempted to notify Ms [redacted] of the above, and to confirm that her services are now functioning properly, however has received no answer Frontier has left multiple messages to advise Ms [redacted] of the above Ms [redacted] has also been sent a letter with a direct contact to Frontier Communications.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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below If Frontier claims I am being billed at the correct amount per their policies, there still remains a problem with my bill, as the agent did not quote this price, thus I did not agree to this amountI would not have agreed to pay that much for service, especially since I would not use the phone and barely use the TVI ask that Revdex.com requests the specific details of Frontier's investigation, and, most importantly, that Frontier provide Revdex.com with the February 6, call I placed to Frontier, in which the their Sales Agent Jason quoted the $price for the provided services Regards, [redacted] , ***
Frontier has reviewed Ms [redacted] ’s account and found order #was scheduled for February 3rd however the order remained in a hold status in error On February 6th the order was rescheduled for February 13th The technician completed the installation on February 13th Frontier also found that a second order (#70417579) was placed on February 4th however the order was cancelled on February 6th when it was discovered that this was a duplicate order Frontier has applied a $courtesy credit on Ms [redacted] ’s account as offered by one of our agents Frontier found that due to a system issue an email was sent to the customer prior to installation which contained an invalid Amazon Prime Redemption code Frontier has sent Ms [redacted] an email with the new redemption code Frontier apologizes to the customer for the inconvenience that this matter has caused
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] advises her Frontier bill has continuously increased without explanation and disagrees that she responsible for this balanceMs [redacted] also advises her due date changed without her permission or knowledge Frontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] is noticing an increasing balance as a result of payments not being made by their due dateBecause a new bill is also generating before the payment is received for the previous month, her bills often reflect multiple month’s bills due Frontier advises due dates are based on the bill cycle dateCustomer’s bills are due days after their bill generatesMs [redacted] ’s bill generates on the 16th of each monthSince Frontier and Verizon have different billing systems, it is possible converted accounts may experience a change in their due datesFrontier has contacted Ms [redacted] and advised of the above statements, as well as, attached a timeline of her billing and payments to better understand her charges 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
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: Customer he was quoted plus tax per month for phone, internet and tv and his first bill was $ Frontier has investigated the above statements and offers the following response: Frontier placed a total of $in adjustments on his account, valid charges were removed as well.Frontier spoke with Mr [redacted] and stated that if he did not want to be in a year term his total would be $plus taxes and surcharges or he could agree to the term and his charges would be plus taxes and surchargesMr [redacted] refused to agree to the term and refused to pay $He then decided to cancel his service effective October 10, 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
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] advises that Frontier billed him for equipment that he had originally been told to not worry about returning Mr [redacted] advises that he returned the equipment on November 22, and should have his account credited in full for the equipment that he should not have been billed forFrontier has investigated the above statements and offers the following response: Frontier advises that the equipment return was processed after the start of the December 16, billing cycle, which resulted in equipment charges being billed on that particular statement.Frontier advises charges have been credited in full, as indicated on the January 16, statement, and Mr [redacted] now has a final balance of zeroFrontier spoke with Mr [redacted] on January 24, and advised him of the above statements 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Hi Felicia - Thanks for your response and your research.I understand your response, but this matter can NOT be considered closed until I see my Total bill at $which is what the agent Lisa promised me on 1/12/That is why I filed a Revdex.com and FTC complaintYou have given me some credits which I definitely appreciate, but it does not solve the larger problem which is that I simply am asking what Lisa promised me on 1/12/(Total bill of $136)Unfortunately, this is not the first time this has happened This is the fourth time this is happening, i.e., agent promises me something on the phone, I get the bill weeks later and the bill is 20-30% higher than what I was promised I would request that Frontier only contact me when they can guarantee that my total bill will be $136.Until then this matter needs to be remain unresolved.Thanks for working on this issue!!! [redacted] Regards, [redacted]
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] no longer has active services with Frontier.Frontier, in review of Mr [redacted] ’s account, found that he was overbilled on the final statement due to a system error.Frontier issued an adjustment for the overbilling of services on the final statementFrontier advises that Mr [redacted] is satisfied with this resolutionMr [redacted] presented no further questions or concerns and has been provided the assigned representative’s contact information for any future questions or concerns We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Tell us why hereThank you for referring the rebuttal complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this to our attention The Rebuttal Complaint states that: Mr [redacted] advised that he had a humming sound on his line constantly since December along with inconsistent Internet service with no resolutionMr [redacted] states that he has contacted Frontier on a daily basics about this situation and not only does he want resolution but he is also requesting full credit for since the beginning of Mr [redacted] advised that he feels he should get a $credit applied to his account for all the time he has put forth on this account trying to correct the issuesMr [redacted] also stated that he feels it is unjust that we want him to pay sixty percent of the monthly bill and we only want to credit forty percent Frontier has investigated the above statements and offers the following response: After reviewing the account, Frontier contacted Mr [redacted] to recap the previous complaint about the telephone and Internet repair request and being removed from auto pay for his Frontier monthly statementsFrontier had located a total of eight repair tickets for Mr [redacted] from March 22nd to June 15, Frontier contacted the local supervisor check on the issues with static on the linesAccording to the response the noise on the line was caused by a damaged cable underground that engineering did replaceMr [redacted] is still requesting the $credit even though he was given a total credit of $for service related issues since the beginning of the year and Frontier has broken the credits down for Mr [redacted] according to the monthsMr [redacted] stated that he would take no less than $which he feels in a fair compromise Frontier contacted Mr [redacted] July 13th, and advised him of the total credits that have been applied to his Frontier account since the beginning of Frontier also informed Mr [redacted] that Frontier has approved the additional credit of the $which will be applied to his August 4th statementMr [redacted] was satisfied with the credit applied Frontier has apologized to Mr [redacted] for any inconvenience this may have caused him We trust that this information will assist you in closing this rebuttal complaintWe apologize for any inconvenience Mr [redacted] has experienced as a result of this 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 am outraged by the Frontier's incompetence and the company's irresponsible conductI have been getting mixed, confused, and downright dishonest responsesIn December was told my account cannot be transferred, so I had to cancel it, and open a new oneMy payments to the new account have been misdirected x2, and I had to call several times to straighten up the issueIn June I learned that my old account had not been cancelled in December as I requestedInstead, it was cancelled in FebruaryThere is no explanation as to whyDuring this time I was not living at the address on the account, nor I used the telephone or internet services, which, I'm sure, can be easily verifiedHowever, the company refuses to do soThen I was told it was a system error which will be correctedThen I learned it wasn't a system error, and I still owe a balanceI asked to speak to a representative's supervisor, and was told she was on vacation, and will be contacting me on MondayI am yet to receive that call, a week and a half laterI continue to insist that Frontier must own to the mistake it had made in my case, and cancel the balance it artificially created Regards, [redacted] ***
Customer Name [redacted] Phone ###-###-#### Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Issue 1Mr [redacted] advises has three phone lines losing service since April 17, Issue 2Mr [redacted] advises has spoken to many representatives in Frontier and has not received resolutionIssue Frontier has investigated the above statements and offers the following response: Response 1Frontier advises our system shows that on June 1, service on all three lines were restoredResponse 2Frontier has issued a credit of $for the service outage Mr [redacted] has experiencedMr [redacted] will see this credit on his next statementResponse Frontier sincerely apologizes for the inconvenience Mr [redacted] experienced due the converting of systems and losing services 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 CommunicationsThank you for referring the complaint of a [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that:Ms [redacted] is stating that she was billed an ETF for cancelling her servicesShe feels that she should have been advised of the ETF and auto renewalFrontier has investigated the above statements and offers the following response:The customer was enrolled in a month commitment that was scheduled to expire on May 20, The customer cancelled services on August 13, An early termination fee is billed when services are cancelled prior to the expiration of the contract termFrontier agreed as a onetime courtesy to waive the $early termination fee.Please allow 1-bill cycles for this credit to reflect on the customer bill statement.Frontier representative have spoken to Ms [redacted] and advised of the credit.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General Manager
Frontier has investigated the above statements and offers the following response: Frontier advised that no additional information has been provided to Frontier.Frontier further advises that Ms [redacted] is responsible for the balance on each account 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
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 has called several times to have both his residential and business accounts closed and the Frontier has not issued the orderFrontier has investigated the above statements and offers the following response: Frontier advised we spoke to Mr [redacted] on December 27, 2017, and advised our records do not indicate any request to disconnect his residential service.Frontier advises the residential account was suspended for non-pay on December 27, and will disconnect back to the suspension date if no payment is received within the next days.Frontier spoke to Mr [redacted] on December 29, regarding his business account [redacted] ***, and advised an order to disconnect his business services has been placed to disconnect the service as of January 3, with an effective date of December 29, Frontier advised that we have no record of a request to disconnect his business service prior Mr [redacted] is aware that the disconnection order will generate an early termination charge due to cancelling this business services prior to the committed term agreementWe 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 has investigated the complaint and offers the following response: Frontier has waived the Early Termination fee of $100.00Customer will see on the next bill cycle
Frontier CommunicationsThank 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 she was without service due to a hail storm in April, and did not receive any out of service credit Frontier has investigated the above statements and offers the following response:Frontier investigated Ms [redacted] ’s account and found a trouble report # [redacted] was reported on April 20th, and was repaired on May 7th, Ms [redacted] would be eligible for days of out of service credit, however due to her inconvenience, I issued a full month credit of $(Includes tax), in which will post within 1-bill cycles.Ms [redacted] ’s account also shows that she has been issued a courtesy $credit for her inconvenience that posted on her September 23, bill date.Frontier checked and show that bill statements are being sent to the address we have on file and have not been returned, which is the same address as the service address.An Frontier representative has attempted to reach out to Ms [redacted] to review our findings but have been unsuccessful in our multiple attemptsWe 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 Specialist: James N*** Department: Customer RelationsTelephone Number: ###-###-#### Ext [redacted] Fax Number: ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The company called me three times within a hour period where I was awayWhen I return from vacation, I contacted the organizationI spoke with a man who answered the phone saying that he was in the "presidents office"He was rude, cut me off, stated "yeah yeah you just want your rate quoted" when I was explaining my frustration with the numerous calls I've had to makeHe came across as completely dismissive He stated that the quote that I received was not one that I actually DID receive, and was the effect of a billing errorHe explained that I was fortunate that they were not collecting monies from me regarding that billing error He stated he wanted to listen to the tape of my first call so that he could get to the bottom of what rate I was quoted, even though it wasn't on the first call that that rate was actually quotedHowever I gave him the series of phone numbers, as I was unsure which number I called fromHe told me that if I had called from work, which would've shown up as an number, he wouldn't be able to do any further research on the situation He told me he would call me back, after he heard the tape, with a proposalI was seriously taking aback at the attitude that he portrayedBut it's not unlike the rest of the organization that I've interacted with-unhelpful, condescending.I now await his call back Regards, [redacted]
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] , at ###-###-####, states that she had experienced an outage with her Frontier landline telephone and Internet service Ms [redacted] states she has been paying her monthly Frontier bill for services that have not worked.Frontier has investigated the above statements and offers the following response: On May 5, 2016, Ms [redacted] had reported her Frontier landline telephone and Internet outage to Frontier On May 6, 2016, a Frontier technician was out to Ms [redacted] ’s location to resolve her outage Ms [redacted] had then contacted Frontier on May 10, 2016, stating that she needed a new modem box for her Frontier Internet service On May 11, 2016, a Frontier technician was out to Ms [redacted] ’s location to deliver her a new Frontier Internet modem box I have spoken with Ms [redacted] today, May 13, and have confirmed Ms [redacted] ’s Frontier landline telephone service is working properly Ms [redacted] has also informed myself that her computer is in the shop and once she gets her computer hooked back up she will contact me at, ###-###-####, to check on her Internet connection As of today, May 13, 2016, I have issued Ms [redacted] a credit in the amount of $to her Frontier account due to Ms [redacted] ’s outage she had experienced and for her inconvenience Ms [redacted] also has a credit in the amount of $6.07, in which a previous Frontier customer specialist had done Ms [redacted] is satisfied with the resolutionWe 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
The Complaint states that: Customer states he is being billed for a full month of service after he ported out his numberFrontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] ported out his number effective October 2, Frontier confirms due to an isolated billing issue Mr [redacted] was billed for one months of service from October 2, through November 1, 2017.Frontier states a credit in the amount of $has been placed on Mr***’s account to zero out his account balance.Frontier is in the process of contacting the credit reporting agencies to have any derogatory submitted by Frontier be removed from Mr***’s credit reportFrontier notified Mr [redacted] via email on March 19, to advise of the above 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
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: A piece of their equipment is not functioning properly, and continues to alarm periodically, which is very disturbingAfter several long phone conservations with various departments, we have been given other phone numbers to call about the problem, but they have nothing to do with the piece of equipment, and just apologize that they can't help usAll that I have requested is that they come out to look at the equipment and advise us as to what to do, but they won't schedule an appointment.Frontier has investigated the above statements and offers the following response: Frontier has scheduled an appointment for us to go out to the home last Saturday Frontier has upgraded her equipment and made contact to make sure all is working Per Mrs [redacted] the beeping has stopped and is pleased with the service call I gave Mrs [redacted] my direct contact information in case there is any future questions and 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
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] indicates she has been without telephone and Internet service since the transition from Verizon to Frontier.Frontier has investigated the above statements and offers the following response:Frontier issued a credit ($104.99) for the month Ms [redacted] has been without her Frontier telephone and Internet services Frontier’s policy is to issue an out of service credit of any period of a time a customer is without his or her Frontier service.Frontier has attempted to notify Ms [redacted] of the above, and to confirm that her services are now functioning properly, however has received no answer Frontier has left multiple messages to advise Ms [redacted] of the above Ms [redacted] has also been sent a letter with a direct contact to Frontier Communications.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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below If Frontier claims I am being billed at the correct amount per their policies, there still remains a problem with my bill, as the agent did not quote this price, thus I did not agree to this amountI would not have agreed to pay that much for service, especially since I would not use the phone and barely use the TVI ask that Revdex.com requests the specific details of Frontier's investigation, and, most importantly, that Frontier provide Revdex.com with the February 6, call I placed to Frontier, in which the their Sales Agent Jason quoted the $price for the provided services Regards, [redacted] , ***
Frontier has reviewed Ms [redacted] ’s account and found order #was scheduled for February 3rd however the order remained in a hold status in error On February 6th the order was rescheduled for February 13th The technician completed the installation on February 13th Frontier also found that a second order (#70417579) was placed on February 4th however the order was cancelled on February 6th when it was discovered that this was a duplicate order Frontier has applied a $courtesy credit on Ms [redacted] ’s account as offered by one of our agents Frontier found that due to a system issue an email was sent to the customer prior to installation which contained an invalid Amazon Prime Redemption code Frontier has sent Ms [redacted] an email with the new redemption code Frontier apologizes to the customer for the inconvenience that this matter has caused
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] advises her Frontier bill has continuously increased without explanation and disagrees that she responsible for this balanceMs [redacted] also advises her due date changed without her permission or knowledge Frontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] is noticing an increasing balance as a result of payments not being made by their due dateBecause a new bill is also generating before the payment is received for the previous month, her bills often reflect multiple month’s bills due Frontier advises due dates are based on the bill cycle dateCustomer’s bills are due days after their bill generatesMs [redacted] ’s bill generates on the 16th of each monthSince Frontier and Verizon have different billing systems, it is possible converted accounts may experience a change in their due datesFrontier has contacted Ms [redacted] and advised of the above statements, as well as, attached a timeline of her billing and payments to better understand her charges 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
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: Customer he was quoted plus tax per month for phone, internet and tv and his first bill was $ Frontier has investigated the above statements and offers the following response: Frontier placed a total of $in adjustments on his account, valid charges were removed as well.Frontier spoke with Mr [redacted] and stated that if he did not want to be in a year term his total would be $plus taxes and surcharges or he could agree to the term and his charges would be plus taxes and surchargesMr [redacted] refused to agree to the term and refused to pay $He then decided to cancel his service effective October 10, 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
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] advises that Frontier billed him for equipment that he had originally been told to not worry about returning Mr [redacted] advises that he returned the equipment on November 22, and should have his account credited in full for the equipment that he should not have been billed forFrontier has investigated the above statements and offers the following response: Frontier advises that the equipment return was processed after the start of the December 16, billing cycle, which resulted in equipment charges being billed on that particular statement.Frontier advises charges have been credited in full, as indicated on the January 16, statement, and Mr [redacted] now has a final balance of zeroFrontier spoke with Mr [redacted] on January 24, and advised him of the above statements 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Hi Felicia - Thanks for your response and your research.I understand your response, but this matter can NOT be considered closed until I see my Total bill at $which is what the agent Lisa promised me on 1/12/That is why I filed a Revdex.com and FTC complaintYou have given me some credits which I definitely appreciate, but it does not solve the larger problem which is that I simply am asking what Lisa promised me on 1/12/(Total bill of $136)Unfortunately, this is not the first time this has happened This is the fourth time this is happening, i.e., agent promises me something on the phone, I get the bill weeks later and the bill is 20-30% higher than what I was promised I would request that Frontier only contact me when they can guarantee that my total bill will be $136.Until then this matter needs to be remain unresolved.Thanks for working on this issue!!! [redacted] Regards, [redacted]
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] no longer has active services with Frontier.Frontier, in review of Mr [redacted] ’s account, found that he was overbilled on the final statement due to a system error.Frontier issued an adjustment for the overbilling of services on the final statementFrontier advises that Mr [redacted] is satisfied with this resolutionMr [redacted] presented no further questions or concerns and has been provided the assigned representative’s contact information for any future questions or concerns We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Tell us why hereThank you for referring the rebuttal complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this to our attention The Rebuttal Complaint states that: Mr [redacted] advised that he had a humming sound on his line constantly since December along with inconsistent Internet service with no resolutionMr [redacted] states that he has contacted Frontier on a daily basics about this situation and not only does he want resolution but he is also requesting full credit for since the beginning of Mr [redacted] advised that he feels he should get a $credit applied to his account for all the time he has put forth on this account trying to correct the issuesMr [redacted] also stated that he feels it is unjust that we want him to pay sixty percent of the monthly bill and we only want to credit forty percent Frontier has investigated the above statements and offers the following response: After reviewing the account, Frontier contacted Mr [redacted] to recap the previous complaint about the telephone and Internet repair request and being removed from auto pay for his Frontier monthly statementsFrontier had located a total of eight repair tickets for Mr [redacted] from March 22nd to June 15, Frontier contacted the local supervisor check on the issues with static on the linesAccording to the response the noise on the line was caused by a damaged cable underground that engineering did replaceMr [redacted] is still requesting the $credit even though he was given a total credit of $for service related issues since the beginning of the year and Frontier has broken the credits down for Mr [redacted] according to the monthsMr [redacted] stated that he would take no less than $which he feels in a fair compromise Frontier contacted Mr [redacted] July 13th, and advised him of the total credits that have been applied to his Frontier account since the beginning of Frontier also informed Mr [redacted] that Frontier has approved the additional credit of the $which will be applied to his August 4th statementMr [redacted] was satisfied with the credit applied Frontier has apologized to Mr [redacted] for any inconvenience this may have caused him We trust that this information will assist you in closing this rebuttal complaintWe apologize for any inconvenience Mr [redacted] has experienced as a result of this 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 am outraged by the Frontier's incompetence and the company's irresponsible conductI have been getting mixed, confused, and downright dishonest responsesIn December was told my account cannot be transferred, so I had to cancel it, and open a new oneMy payments to the new account have been misdirected x2, and I had to call several times to straighten up the issueIn June I learned that my old account had not been cancelled in December as I requestedInstead, it was cancelled in FebruaryThere is no explanation as to whyDuring this time I was not living at the address on the account, nor I used the telephone or internet services, which, I'm sure, can be easily verifiedHowever, the company refuses to do soThen I was told it was a system error which will be correctedThen I learned it wasn't a system error, and I still owe a balanceI asked to speak to a representative's supervisor, and was told she was on vacation, and will be contacting me on MondayI am yet to receive that call, a week and a half laterI continue to insist that Frontier must own to the mistake it had made in my case, and cancel the balance it artificially created Regards, [redacted] ***
Customer Name [redacted] Phone ###-###-#### Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Issue 1Mr [redacted] advises has three phone lines losing service since April 17, Issue 2Mr [redacted] advises has spoken to many representatives in Frontier and has not received resolutionIssue Frontier has investigated the above statements and offers the following response: Response 1Frontier advises our system shows that on June 1, service on all three lines were restoredResponse 2Frontier has issued a credit of $for the service outage Mr [redacted] has experiencedMr [redacted] will see this credit on his next statementResponse Frontier sincerely apologizes for the inconvenience Mr [redacted] experienced due the converting of systems and losing services 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 CommunicationsThank you for referring the complaint of a [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that:Ms [redacted] is stating that she was billed an ETF for cancelling her servicesShe feels that she should have been advised of the ETF and auto renewalFrontier has investigated the above statements and offers the following response:The customer was enrolled in a month commitment that was scheduled to expire on May 20, The customer cancelled services on August 13, An early termination fee is billed when services are cancelled prior to the expiration of the contract termFrontier agreed as a onetime courtesy to waive the $early termination fee.Please allow 1-bill cycles for this credit to reflect on the customer bill statement.Frontier representative have spoken to Ms [redacted] and advised of the credit.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General Manager
Frontier has investigated the above statements and offers the following response: Frontier advised that no additional information has been provided to Frontier.Frontier further advises that Ms [redacted] is responsible for the balance on each account 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
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 has called several times to have both his residential and business accounts closed and the Frontier has not issued the orderFrontier has investigated the above statements and offers the following response: Frontier advised we spoke to Mr [redacted] on December 27, 2017, and advised our records do not indicate any request to disconnect his residential service.Frontier advises the residential account was suspended for non-pay on December 27, and will disconnect back to the suspension date if no payment is received within the next days.Frontier spoke to Mr [redacted] on December 29, regarding his business account [redacted] ***, and advised an order to disconnect his business services has been placed to disconnect the service as of January 3, with an effective date of December 29, Frontier advised that we have no record of a request to disconnect his business service prior Mr [redacted] is aware that the disconnection order will generate an early termination charge due to cancelling this business services prior to the committed term agreementWe 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 has investigated the complaint and offers the following response: Frontier has waived the Early Termination fee of $100.00Customer will see on the next bill cycle
Frontier CommunicationsThank 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 she was without service due to a hail storm in April, and did not receive any out of service credit Frontier has investigated the above statements and offers the following response:Frontier investigated Ms [redacted] ’s account and found a trouble report # [redacted] was reported on April 20th, and was repaired on May 7th, Ms [redacted] would be eligible for days of out of service credit, however due to her inconvenience, I issued a full month credit of $(Includes tax), in which will post within 1-bill cycles.Ms [redacted] ’s account also shows that she has been issued a courtesy $credit for her inconvenience that posted on her September 23, bill date.Frontier checked and show that bill statements are being sent to the address we have on file and have not been returned, which is the same address as the service address.An Frontier representative has attempted to reach out to Ms [redacted] to review our findings but have been unsuccessful in our multiple attemptsWe 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 Specialist: James N*** Department: Customer RelationsTelephone Number: ###-###-#### Ext [redacted] Fax Number: ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The company called me three times within a hour period where I was awayWhen I return from vacation, I contacted the organizationI spoke with a man who answered the phone saying that he was in the "presidents office"He was rude, cut me off, stated "yeah yeah you just want your rate quoted" when I was explaining my frustration with the numerous calls I've had to makeHe came across as completely dismissive He stated that the quote that I received was not one that I actually DID receive, and was the effect of a billing errorHe explained that I was fortunate that they were not collecting monies from me regarding that billing error He stated he wanted to listen to the tape of my first call so that he could get to the bottom of what rate I was quoted, even though it wasn't on the first call that that rate was actually quotedHowever I gave him the series of phone numbers, as I was unsure which number I called fromHe told me that if I had called from work, which would've shown up as an number, he wouldn't be able to do any further research on the situation He told me he would call me back, after he heard the tape, with a proposalI was seriously taking aback at the attitude that he portrayedBut it's not unlike the rest of the organization that I've interacted with-unhelpful, condescending.I now await his call back Regards, [redacted]
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] , at ###-###-####, states that she had experienced an outage with her Frontier landline telephone and Internet service Ms [redacted] states she has been paying her monthly Frontier bill for services that have not worked.Frontier has investigated the above statements and offers the following response: On May 5, 2016, Ms [redacted] had reported her Frontier landline telephone and Internet outage to Frontier On May 6, 2016, a Frontier technician was out to Ms [redacted] ’s location to resolve her outage Ms [redacted] had then contacted Frontier on May 10, 2016, stating that she needed a new modem box for her Frontier Internet service On May 11, 2016, a Frontier technician was out to Ms [redacted] ’s location to deliver her a new Frontier Internet modem box I have spoken with Ms [redacted] today, May 13, and have confirmed Ms [redacted] ’s Frontier landline telephone service is working properly Ms [redacted] has also informed myself that her computer is in the shop and once she gets her computer hooked back up she will contact me at, ###-###-####, to check on her Internet connection As of today, May 13, 2016, I have issued Ms [redacted] a credit in the amount of $to her Frontier account due to Ms [redacted] ’s outage she had experienced and for her inconvenience Ms [redacted] also has a credit in the amount of $6.07, in which a previous Frontier customer specialist had done Ms [redacted] is satisfied with the resolutionWe 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
The Complaint states that: Customer states he is being billed for a full month of service after he ported out his numberFrontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] ported out his number effective October 2, Frontier confirms due to an isolated billing issue Mr [redacted] was billed for one months of service from October 2, through November 1, 2017.Frontier states a credit in the amount of $has been placed on Mr***’s account to zero out his account balance.Frontier is in the process of contacting the credit reporting agencies to have any derogatory submitted by Frontier be removed from Mr***’s credit reportFrontier notified Mr [redacted] via email on March 19, to advise of the above 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
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: A piece of their equipment is not functioning properly, and continues to alarm periodically, which is very disturbingAfter several long phone conservations with various departments, we have been given other phone numbers to call about the problem, but they have nothing to do with the piece of equipment, and just apologize that they can't help usAll that I have requested is that they come out to look at the equipment and advise us as to what to do, but they won't schedule an appointment.Frontier has investigated the above statements and offers the following response: Frontier has scheduled an appointment for us to go out to the home last Saturday Frontier has upgraded her equipment and made contact to make sure all is working Per Mrs [redacted] the beeping has stopped and is pleased with the service call I gave Mrs [redacted] my direct contact information in case there is any future questions and 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