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 he placed an order for Internet service for Mbps and when the technician installed it on December 29, he was advised he would only be able to get Mbps Mr [redacted] called back into Frontier on December 30, and cancelled the service and was advised he would have a zero balance.Mr [redacted] advises he received a bill in January and February with a balance owed and called Frontier and was advised that his account was zero Mr [redacted] advises that in March he received a letter that if he did not pay the amount it would be sent to a collection agency Frontier has investigated the above statements and offers the following response: Frontier advises that an order was placed on December 30, to cancel Mr [redacted] ’s account.Frontier advises that bills were mailed in January and February with the amount of $and he was mailed a final payment letter in March of $294.31.Frontier advises that credits were issued on the account and were not approved As of March 20, the credits have been applied to Mr [redacted] ’s account and he now has a zero balance.Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier left messages for Mr [redacted] that included direct contact information 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 [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises his credit card expired and he experienced difficulty getting it updated Frontier has investigated the above statements and offers the following response: Research shows Mr [redacted] was on automatic bill payAccount notes show Mr [redacted] spoke with a representative on December 03, who advised that a credit card was not on file The representative updated the credit card informationResearch shows Mr [redacted] ’s service was suspended for non-paymentRecords show on January 17, credits totaling $were applied for service issues, suspension fee and late fee This reflects on bill date February 2, 2017.On February 28, credits totaling $were applied for the billed late payment fees from November- January This will reflect in one to two bill cycles A Frontier representative spoke with Mr [redacted] who indicated satisfaction with the resolutionWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter Frontier Specialist: Amy Buchanan Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: M [redacted] advises quoted a price of $per month for internet service Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on July 26, and advised a follow up will be set on her account to issue credit to make her internet price $per month 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 Regards, [redacted] ***Thank you for providing a response FrontierDue to the confusion of the Frontier billing statements I have simplified the issue as if the billing had occurred correctly below.Since inception of service on 04/18/until the 08/01/bill, there should have been charges at $totaling $Additionally due to service from 04/18/– 04/30/an additional $was correctly billedThis equates to total charges of $To date I have paid $with a pending payment for 08/16/of $However the website incorrectly indicates I owe $If Frontier will correct the bill it should now be $
Frontier has investigated the above statements and offers the following response: Frontier determined that a credit adjustment for the documented time out of service has been issued to the accountFrontier advises that at this time, there is an order to port services out to an alternate provider We regret any inconvenience that [redacted] may have experienced as a result of the above matter
The Complaint states that: Ms [redacted] states that she experienced service disruptions to her telephone service.Ms [redacted] states that she received equipment that she was unable to connect.Ms [redacted] states that she would like Frontier to offer her a lower priced packageFrontier has investigated the above statements and offers the following response: A review of this account shows that a Frontier technician was dispatched to Ms [redacted] ’s home on October 3rd and the technician confirmed that all services were in working order prior to his leaving the premises.Ms [redacted] placed an order with a Frontier representative on December 13th, to lower her monthly rates.A Frontier representative has attempted to contact Ms [redacted] regarding this complaint and has been unable to reach her.Ms [redacted] states that she does still have occasional issues with her video picture but she is unable to complete trouble shooting with usShe states that she will have a family member assist with this if the problem occurs again.A Frontier representative has issued adjustments in the amount of $for time when Ms [redacted] ’s services were disrupted.Ms [redacted] has been provided direct contact information for a Frontier representative should she wish to discuss this matter further
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 Wi Fi network interference Customer speeds may vary over timeFrontier has investigated Mr [redacted] ’s account and has determined that Mr [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier has investigated Mr [redacted] ’s account and has determined that due to a surplus of Wi Fi traffic in his home or immediate area, Wi Fi network congestion could be affecting Internet service speeds Frontier advises that plugging devices directly into the router through a wired connection should address this issueWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] experienced problems with his TV picture.Mr [redacted] was promised a bundle price of + taxesFrontier has investigated the above statements and offers the following response: Frontier Communications 2nd level technician is scheduled to call Mr [redacted] on 3/23/at pm and if Mr [redacted] is not available at that time the 2nd level technician will follow up within the hour.Frontier Communications wrote an order for Mr [redacted] and quoted him + taxesFrontier Communications will honor this price for months 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: Anita Dekle Department: Executive Consumer Relations
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] cancelled his service on June 13th to cancel their services and states that the customer service representative told him that there was no Early Termination Fee.He received the next bill and there was an Early Termination Fee of $50.97.Frontier has investigated the above statements and offers the following response:When Frontier Communications Acquired Verizon Fios lines on March 31, 2016, all services, equipment and contractual obligations were acquired as well.This was an acquisition not a ‘merger’.Mr [redacted] had a yr term from 05/22/through 05/21/He was receiving an additional discount of $20.00/month.He cancelled his service after months of receiving the agreed discount which equals $in discounts he benefited from as agreed in the term.Whenever a term is broken the months that the agreed discount had been applied can then be assessed back to the customer for breaking the agreed term.Notes from disconnect do say that he had been made aware of at the time of disconnect.As a one-time curtesy, Frontier will agree to waive the $and no charges will be assessed for the $in discounts Mr [redacted] enjoyed while receiving service.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: Rebecca N [redacted] Department: Executive Consumer
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 cancelled her Frontier TV, internet, and home phone services because of ongoing repair issues and technical problems Ms [redacted] advises that Frontier needs to refund her for the amount of time that she was without service Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was issued a credit in the amount of $98.60.Frontier advises that the dollar amount of the credit is determined by the history of repair tickets on the accountFrontier spoke with Ms [redacted] on September 29, and advised her that $is the correct dollar amount that will be refunded to her 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 The responses are not true and inappropriateBelow respond point by point to Frontier's responses (our responses are in red)Customer: Access points are old and of poor qualityThe district has currently requested additional access points to be installed and upon delivery of the new access points it was determined that the access points are of poor quality and were and not current and the type was in service over five years agoThe district will not pay the bill for these access points at this point in time due to the poor quality.Frontier’s response: The access points in question are not the property of [redacted] and were never sold to the customer as a product [redacted] contracted with Frontier to provide a hosted WiFi solutionThe hardware which is used is the property of Frontier and only the WiFi service should be addressedThe school district has not ever filed a trouble ticket or complaint about the service that was installed using this very same equipmentIn an effort to expand the WiFi coverage and bandwidth speeds the same hardware was going to be deployed, this equipment is standard on many of our installations and functions as required to meet the service expectations.There were numerous times that Frontier was contacted to work on the WiFiThe local technician worked on it on several occasions and tried to troubleshoot the issuesThe equipment did not meet the expectations due to the many times Frontier was contactedFurther, with a new contract it is expected that new up-to-date equipment would be usedThe technician indicated the same frustration tooThese are only the recorded dates we had a technician respond with WiFi supportThere were several occasions that Frontier support was contacted in addition to these dates.9/6/1210/4/1210/10/1210/17/123/6/145/13/1410/27/to 11/24/ multiple conversations12/4/143/13/159/9/159/25/159/29/15Shortly after this, we determined it best to try and help ourselves.This list is certainly not a complete record of the technician’s visits regarding WiFi issues.Customer: Service is not timelyThe district started in May to install and upgrade services as agreed upon in the updated contractHowever, after repetitive communication nothing was installed in preparation for the current school yearThe bandwidth was increased the day before school started and the access points and switches have still not been installedFurther, the district has asked for over two months for a static IP address to be implemented at the [redacted] , which still has not been completed.Frontier’s response: [redacted] signed a Managed WiFi expansion contract back in August 26th, to expand the number of Access Points in the school buildingsThe Internet bandwidth contract for the 100mb EIA upgrade was executed on 02/28/but at that time the WiFi expansion was not addressedIt was brought to Frontier’s attention in August that the customer wanted to expand coverageAll of the Frontier team members involved in this expansion worked very quickly to offer a solution and the Dr [redacted] signed the contract to expand the WiFi on August 26th, The equipment was delivered in September but the customer refused to let Frontier Communications complete the installation of said hardware to expand the footprint as agreed.Please go through and read the emails that have gone from me to FrontierWe asked for an updated contract starting May 26, with repeated emails over the course of the summer asking for the increased services and a new contractWe had to contact multiple Frontier representativesIt was only when we contacted the regional director was anything doneWe think as a customer we have gone above and beyond in being patient and communicative with FrontierWe set a completion date of August 1st and I don’t think anything still would have happened if I did not make call after call and email after email.Customer: FirewallWe have received a quote for firewall, but after repetitive communication this has not been followed through.Frontier’s response: The firewall quote was delivered and executed by the customer on 8/31/The equipment was shipped and delivered and like the Access Points, the customer has refused to allow the installation of said product.Again, please read through the emailsWe own the firewall and requested a modified contract for several months that did not include the new access points, but did include the firewallWe have not refused installation and this was part of the conversation that we had with the sales representative that he was going to get back to me on.Customer: Poor communicationAs outlined above we have been in communication since May to improve servicesSeveral different individuals were contacted to try and get services and still many of the agreed upon services have not been completed.Frontier’s response: We have worked with Dr [redacted] on his issues for several months trying to come to a reasonable solution, and throughout this time we have felt that we had reached an understanding several times, but the customer has continued to change his mind about what that agreement should include The customer’s inclusion of numerous emails, along with references to numerous phone calls besides the emails, indicates that Frontier was responsive throughout the period the customer claims there was poor communicationPlease show me where the documentation is at that we have reached a reasonable solutionI get told one thing on the phone and then it changesWhere is my updated contract without the access points we denied? I am told by phone, “I will have to talk to the higher-ups” and never hear backPlease read the emails, they are very one sided—mainly me trying to follow up with Frontier to provide the services that they said they would.Customer: The request for free services was offered by their salesmanHe indicated that he would provide us with a few months of free service for our troublesOtherwise that would not be requestedWe have not heard anything about the free service after the salesman's offer.Frontier’s response: This offer of a credit for service was extended to Dr [redacted] as an incentive to help us move forward with the AP expansion projectThe offer was to hold back billing on the expansion portion of this service for a couple of monthsOnce the customer removed the opportunity to complete the project by refusing to let Frontier install additional access points and firewall hardware and software, there was no new service to creditIt was explained to Dr [redacted] that the credit was attached to the installation of the new AP’s for the managed WiFi and could no longer be offered as they chose to not proceed with the project.The free services again were offered by the sales representative as an apology for not following through in a timely manner repeatedlyWe don’t know what is hard to understand in the communication— [redacted] started communicating in May about our needs and desire to move forward with upgradesNothing came about until TWO days before school started at the end of AugustAt this time poor equipment was offered after being promised that new up-to-date equipment would be installedFrontier proposes a face to face meeting with customer; we intend to meet in weeks; the former Account Executive is no longer with the company; a new General Manager and new Account Executive will be taking over responsibility for the account; and as part of that transition will work on a settlement/solution with the customer.We have heard this from the salesman on October 2, and still have not heard from any General Manager.Regards, Dr [redacted]
Frontier has investigated the above statements and offers the following response: Frontier advises that all affected customers were sent a notification in January explaining that their provider would change from Verizon to Frontier in late March Additionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for Verizon as the new service provider and to publicize the website meetfrontier.com, which provided extensive information about the transition including FAQs and other important information.• On the Verizon 3/16/bill; Mr***’s bill reflected the Freedom Essentials (included unlimited long distance $He received bundle discounts as well as Lifeline creditsreducing the voice balance to $ Mr [redacted] was also billed for High Speed Internet at $plus taxes and surcharges bringing the total bill amount to $ The $1/17/bill was for the Freedom Essentials plan (unlimited voice service) at $minus Lifeline credits totaling $15.16); reducing the bill to $plus taxes and surcharges totaling $55.83.The 3/16/billing statement had past due charges totaling $plus new charges $55.83; total new charges $ The non-basic and toll service were suspended for nonpayment on 3/7/and due to a system error was not restored until 3/23/ We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as I get the check Just because they said the check is going to be mailed how do I know that they did Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises she has billing issues with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises an account review shows Ms [redacted] experienced billing issues due to a service order error, which has now been corrected.Frontier advises Ms***’s monthly charges now reflect at $plus taxThis pricing is valid for twelve months.Frontier advises credits totaling $have been applied to Ms***’s account for fix past billing errors.Frontier has attempted to contact Ms [redacted] to advise of the above, but remains unsuccessfulWe 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 has reviewed the account of Mr [redacted] and finds that the help desk escalations team has made contact with Mr [redacted] and confirmed all services are working well.Frontier has issued an adjustment in the amount of $for the missed commitment and time out of serviceWe 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
Per Frontier records, Mrs [redacted] spoke to a Frontier agent on January 11, to resolve the billing issueThe agent created order number [redacted] to change MrsLuna's FIOS componentsFIOS TV was removed from the accountGoing forward, Mrs [redacted] will bill FIOS Digital Voice along with FIOS 50/Data no term plus a wireless routerthe monthly bill will be $plus taxesA credit in the amount of $was applied to her December billing statementMrs [redacted] is satisfied with the resolutionCase closed
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: • Ms [redacted] is stating that in late November/early December she contacted Frontier to reduce her monthly rateShe says that her December bill was reduced to $but her January bill was $and February was $ • Ms [redacted] states that she subsequently contacted Frontier and was advised that the rate offered was for month onlyAfter requesting that all services were removed except for internet, her March bill balance increased to $ • Ms [redacted] says she was advised to pay the entire March bill which contained a full month of TV charges despite having disconnected the service days into the billing cycle, and wait for the prorated credit on the next billing statementDue to the prior misinformation that was provided she is not assured that this will happen • Ms [redacted] is requesting that the March bill reflect the credit for days of the disconnected TV service and confirmation that her new monthly rate is $ Frontier has investigated the above statements and offers the following response: • Frontier records show that Ms [redacted] was quoted a lowered monthly rate of $plus taxes/surcharges on 11/15/ • Review of the account history confirms that the rate quoted contained existing promotions that had an expiration date of 1/29/18, as detailed on the billing statementOn 3/4/Ms [redacted] requested to have her TV services disconnected • Ms [redacted] ’s March billing statement cycled on 3/2/18, which was before the removal of TV serviceIt is Frontier policy to bill to the end of the billing cycle for disconnected nonregulated services and she was misadvised that she would receive prorated credit on the April bill • In this instance a credit has been applied to adjust for the TV service charges as requested and Ms [redacted] has been notified of the amended balance, along with confirmation that the new monthly service charge will be $plus applicable taxes/surcharges We trust that this information will assist you in closing this complaintWe 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 he contacted Frontier to return two cable boxes and he lost his phone line.Mr [redacted] also stated that he was told he would not be able to get his old telephone number backFrontier has investigated the above statements and offers the following response:Frontier investigated Mr***’s account and due to an order error to upgrade Mr***’s services caused the phone line to go down.As on January 29, this issue has been resolved and Mr [redacted] has working dial tone.Frontier records show that Mr [redacted] still has his old telephone number of ###-###-#### assigned to his location.Frontier records reflect that a credit of $was applied to Mr***’s account for time out of services.Please allow 1-bill cycles for this credit to reflect on the customer’s bill statementFrontier representative have spoken to Mr [redacted] to confirm working phone service and creditsWe 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
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 his account is showing a past due of over $Frontier has investigated the above statements and offers the following response:After review of Mr***’s account, Frontier records show that the customer had a past due balance of $in April at the time of transition to Frontier.Frontier advises that a payment of $on February 1, and the next payment was on July 27, in the amount of $250.00.Frontier have advised Mr [redacted] that proof of payment is needed for a payment investigation.Mr [redacted] stated he does not have any receipts for the cash payments he made to Verizon/Frontier.Frontier advises there is no credit warrantied on the accountFrontier representative has spoken to Mr [redacted] and have explained that proof of payment is needed and customer is not satisfied with resolutionWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####
Thank you for referring the complaint of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was billed for a full month of internet service even though she wanted to end her service earlier Ms [redacted] advises that Frontier needs to prorate her final bill based on the days in which the service was usedFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her service and was eligible to continue receiving service through the end of her billing cycle Ms [redacted] could have stopped the disconnection if she had changed her mind Frontier advises that the customer does owe for the full month of service.Frontier spoke with Ms***’s husband on January 23, 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 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 attentionThe complaint states that: Mr [redacted] advises he placed an order for Internet service for Mbps and when the technician installed it on December 29, he was advised he would only be able to get Mbps Mr [redacted] called back into Frontier on December 30, and cancelled the service and was advised he would have a zero balance.Mr [redacted] advises he received a bill in January and February with a balance owed and called Frontier and was advised that his account was zero Mr [redacted] advises that in March he received a letter that if he did not pay the amount it would be sent to a collection agency Frontier has investigated the above statements and offers the following response: Frontier advises that an order was placed on December 30, to cancel Mr [redacted] ’s account.Frontier advises that bills were mailed in January and February with the amount of $and he was mailed a final payment letter in March of $294.31.Frontier advises that credits were issued on the account and were not approved As of March 20, the credits have been applied to Mr [redacted] ’s account and he now has a zero balance.Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier left messages for Mr [redacted] that included direct contact information 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 [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises his credit card expired and he experienced difficulty getting it updated Frontier has investigated the above statements and offers the following response: Research shows Mr [redacted] was on automatic bill payAccount notes show Mr [redacted] spoke with a representative on December 03, who advised that a credit card was not on file The representative updated the credit card informationResearch shows Mr [redacted] ’s service was suspended for non-paymentRecords show on January 17, credits totaling $were applied for service issues, suspension fee and late fee This reflects on bill date February 2, 2017.On February 28, credits totaling $were applied for the billed late payment fees from November- January This will reflect in one to two bill cycles A Frontier representative spoke with Mr [redacted] who indicated satisfaction with the resolutionWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter Frontier Specialist: Amy Buchanan Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: M [redacted] advises quoted a price of $per month for internet service Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on July 26, and advised a follow up will be set on her account to issue credit to make her internet price $per month 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 Regards, [redacted] ***Thank you for providing a response FrontierDue to the confusion of the Frontier billing statements I have simplified the issue as if the billing had occurred correctly below.Since inception of service on 04/18/until the 08/01/bill, there should have been charges at $totaling $Additionally due to service from 04/18/– 04/30/an additional $was correctly billedThis equates to total charges of $To date I have paid $with a pending payment for 08/16/of $However the website incorrectly indicates I owe $If Frontier will correct the bill it should now be $
Frontier has investigated the above statements and offers the following response: Frontier determined that a credit adjustment for the documented time out of service has been issued to the accountFrontier advises that at this time, there is an order to port services out to an alternate provider We regret any inconvenience that [redacted] may have experienced as a result of the above matter
The Complaint states that: Ms [redacted] states that she experienced service disruptions to her telephone service.Ms [redacted] states that she received equipment that she was unable to connect.Ms [redacted] states that she would like Frontier to offer her a lower priced packageFrontier has investigated the above statements and offers the following response: A review of this account shows that a Frontier technician was dispatched to Ms [redacted] ’s home on October 3rd and the technician confirmed that all services were in working order prior to his leaving the premises.Ms [redacted] placed an order with a Frontier representative on December 13th, to lower her monthly rates.A Frontier representative has attempted to contact Ms [redacted] regarding this complaint and has been unable to reach her.Ms [redacted] states that she does still have occasional issues with her video picture but she is unable to complete trouble shooting with usShe states that she will have a family member assist with this if the problem occurs again.A Frontier representative has issued adjustments in the amount of $for time when Ms [redacted] ’s services were disrupted.Ms [redacted] has been provided direct contact information for a Frontier representative should she wish to discuss this matter further
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 Wi Fi network interference Customer speeds may vary over timeFrontier has investigated Mr [redacted] ’s account and has determined that Mr [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier has investigated Mr [redacted] ’s account and has determined that due to a surplus of Wi Fi traffic in his home or immediate area, Wi Fi network congestion could be affecting Internet service speeds Frontier advises that plugging devices directly into the router through a wired connection should address this issueWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] experienced problems with his TV picture.Mr [redacted] was promised a bundle price of + taxesFrontier has investigated the above statements and offers the following response: Frontier Communications 2nd level technician is scheduled to call Mr [redacted] on 3/23/at pm and if Mr [redacted] is not available at that time the 2nd level technician will follow up within the hour.Frontier Communications wrote an order for Mr [redacted] and quoted him + taxesFrontier Communications will honor this price for months 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: Anita Dekle Department: Executive Consumer Relations
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] cancelled his service on June 13th to cancel their services and states that the customer service representative told him that there was no Early Termination Fee.He received the next bill and there was an Early Termination Fee of $50.97.Frontier has investigated the above statements and offers the following response:When Frontier Communications Acquired Verizon Fios lines on March 31, 2016, all services, equipment and contractual obligations were acquired as well.This was an acquisition not a ‘merger’.Mr [redacted] had a yr term from 05/22/through 05/21/He was receiving an additional discount of $20.00/month.He cancelled his service after months of receiving the agreed discount which equals $in discounts he benefited from as agreed in the term.Whenever a term is broken the months that the agreed discount had been applied can then be assessed back to the customer for breaking the agreed term.Notes from disconnect do say that he had been made aware of at the time of disconnect.As a one-time curtesy, Frontier will agree to waive the $and no charges will be assessed for the $in discounts Mr [redacted] enjoyed while receiving service.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: Rebecca N [redacted] Department: Executive Consumer
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 cancelled her Frontier TV, internet, and home phone services because of ongoing repair issues and technical problems Ms [redacted] advises that Frontier needs to refund her for the amount of time that she was without service Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was issued a credit in the amount of $98.60.Frontier advises that the dollar amount of the credit is determined by the history of repair tickets on the accountFrontier spoke with Ms [redacted] on September 29, and advised her that $is the correct dollar amount that will be refunded to her 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 The responses are not true and inappropriateBelow respond point by point to Frontier's responses (our responses are in red)Customer: Access points are old and of poor qualityThe district has currently requested additional access points to be installed and upon delivery of the new access points it was determined that the access points are of poor quality and were and not current and the type was in service over five years agoThe district will not pay the bill for these access points at this point in time due to the poor quality.Frontier’s response: The access points in question are not the property of [redacted] and were never sold to the customer as a product [redacted] contracted with Frontier to provide a hosted WiFi solutionThe hardware which is used is the property of Frontier and only the WiFi service should be addressedThe school district has not ever filed a trouble ticket or complaint about the service that was installed using this very same equipmentIn an effort to expand the WiFi coverage and bandwidth speeds the same hardware was going to be deployed, this equipment is standard on many of our installations and functions as required to meet the service expectations.There were numerous times that Frontier was contacted to work on the WiFiThe local technician worked on it on several occasions and tried to troubleshoot the issuesThe equipment did not meet the expectations due to the many times Frontier was contactedFurther, with a new contract it is expected that new up-to-date equipment would be usedThe technician indicated the same frustration tooThese are only the recorded dates we had a technician respond with WiFi supportThere were several occasions that Frontier support was contacted in addition to these dates.9/6/1210/4/1210/10/1210/17/123/6/145/13/1410/27/to 11/24/ multiple conversations12/4/143/13/159/9/159/25/159/29/15Shortly after this, we determined it best to try and help ourselves.This list is certainly not a complete record of the technician’s visits regarding WiFi issues.Customer: Service is not timelyThe district started in May to install and upgrade services as agreed upon in the updated contractHowever, after repetitive communication nothing was installed in preparation for the current school yearThe bandwidth was increased the day before school started and the access points and switches have still not been installedFurther, the district has asked for over two months for a static IP address to be implemented at the [redacted] , which still has not been completed.Frontier’s response: [redacted] signed a Managed WiFi expansion contract back in August 26th, to expand the number of Access Points in the school buildingsThe Internet bandwidth contract for the 100mb EIA upgrade was executed on 02/28/but at that time the WiFi expansion was not addressedIt was brought to Frontier’s attention in August that the customer wanted to expand coverageAll of the Frontier team members involved in this expansion worked very quickly to offer a solution and the Dr [redacted] signed the contract to expand the WiFi on August 26th, The equipment was delivered in September but the customer refused to let Frontier Communications complete the installation of said hardware to expand the footprint as agreed.Please go through and read the emails that have gone from me to FrontierWe asked for an updated contract starting May 26, with repeated emails over the course of the summer asking for the increased services and a new contractWe had to contact multiple Frontier representativesIt was only when we contacted the regional director was anything doneWe think as a customer we have gone above and beyond in being patient and communicative with FrontierWe set a completion date of August 1st and I don’t think anything still would have happened if I did not make call after call and email after email.Customer: FirewallWe have received a quote for firewall, but after repetitive communication this has not been followed through.Frontier’s response: The firewall quote was delivered and executed by the customer on 8/31/The equipment was shipped and delivered and like the Access Points, the customer has refused to allow the installation of said product.Again, please read through the emailsWe own the firewall and requested a modified contract for several months that did not include the new access points, but did include the firewallWe have not refused installation and this was part of the conversation that we had with the sales representative that he was going to get back to me on.Customer: Poor communicationAs outlined above we have been in communication since May to improve servicesSeveral different individuals were contacted to try and get services and still many of the agreed upon services have not been completed.Frontier’s response: We have worked with Dr [redacted] on his issues for several months trying to come to a reasonable solution, and throughout this time we have felt that we had reached an understanding several times, but the customer has continued to change his mind about what that agreement should include The customer’s inclusion of numerous emails, along with references to numerous phone calls besides the emails, indicates that Frontier was responsive throughout the period the customer claims there was poor communicationPlease show me where the documentation is at that we have reached a reasonable solutionI get told one thing on the phone and then it changesWhere is my updated contract without the access points we denied? I am told by phone, “I will have to talk to the higher-ups” and never hear backPlease read the emails, they are very one sided—mainly me trying to follow up with Frontier to provide the services that they said they would.Customer: The request for free services was offered by their salesmanHe indicated that he would provide us with a few months of free service for our troublesOtherwise that would not be requestedWe have not heard anything about the free service after the salesman's offer.Frontier’s response: This offer of a credit for service was extended to Dr [redacted] as an incentive to help us move forward with the AP expansion projectThe offer was to hold back billing on the expansion portion of this service for a couple of monthsOnce the customer removed the opportunity to complete the project by refusing to let Frontier install additional access points and firewall hardware and software, there was no new service to creditIt was explained to Dr [redacted] that the credit was attached to the installation of the new AP’s for the managed WiFi and could no longer be offered as they chose to not proceed with the project.The free services again were offered by the sales representative as an apology for not following through in a timely manner repeatedlyWe don’t know what is hard to understand in the communication— [redacted] started communicating in May about our needs and desire to move forward with upgradesNothing came about until TWO days before school started at the end of AugustAt this time poor equipment was offered after being promised that new up-to-date equipment would be installedFrontier proposes a face to face meeting with customer; we intend to meet in weeks; the former Account Executive is no longer with the company; a new General Manager and new Account Executive will be taking over responsibility for the account; and as part of that transition will work on a settlement/solution with the customer.We have heard this from the salesman on October 2, and still have not heard from any General Manager.Regards, Dr [redacted]
Frontier has investigated the above statements and offers the following response: Frontier advises that all affected customers were sent a notification in January explaining that their provider would change from Verizon to Frontier in late March Additionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for Verizon as the new service provider and to publicize the website meetfrontier.com, which provided extensive information about the transition including FAQs and other important information.• On the Verizon 3/16/bill; Mr***’s bill reflected the Freedom Essentials (included unlimited long distance $He received bundle discounts as well as Lifeline creditsreducing the voice balance to $ Mr [redacted] was also billed for High Speed Internet at $plus taxes and surcharges bringing the total bill amount to $ The $1/17/bill was for the Freedom Essentials plan (unlimited voice service) at $minus Lifeline credits totaling $15.16); reducing the bill to $plus taxes and surcharges totaling $55.83.The 3/16/billing statement had past due charges totaling $plus new charges $55.83; total new charges $ The non-basic and toll service were suspended for nonpayment on 3/7/and due to a system error was not restored until 3/23/ We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as I get the check Just because they said the check is going to be mailed how do I know that they did Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises she has billing issues with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises an account review shows Ms [redacted] experienced billing issues due to a service order error, which has now been corrected.Frontier advises Ms***’s monthly charges now reflect at $plus taxThis pricing is valid for twelve months.Frontier advises credits totaling $have been applied to Ms***’s account for fix past billing errors.Frontier has attempted to contact Ms [redacted] to advise of the above, but remains unsuccessfulWe 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 has reviewed the account of Mr [redacted] and finds that the help desk escalations team has made contact with Mr [redacted] and confirmed all services are working well.Frontier has issued an adjustment in the amount of $for the missed commitment and time out of serviceWe 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
Per Frontier records, Mrs [redacted] spoke to a Frontier agent on January 11, to resolve the billing issueThe agent created order number [redacted] to change MrsLuna's FIOS componentsFIOS TV was removed from the accountGoing forward, Mrs [redacted] will bill FIOS Digital Voice along with FIOS 50/Data no term plus a wireless routerthe monthly bill will be $plus taxesA credit in the amount of $was applied to her December billing statementMrs [redacted] is satisfied with the resolutionCase closed
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: • Ms [redacted] is stating that in late November/early December she contacted Frontier to reduce her monthly rateShe says that her December bill was reduced to $but her January bill was $and February was $ • Ms [redacted] states that she subsequently contacted Frontier and was advised that the rate offered was for month onlyAfter requesting that all services were removed except for internet, her March bill balance increased to $ • Ms [redacted] says she was advised to pay the entire March bill which contained a full month of TV charges despite having disconnected the service days into the billing cycle, and wait for the prorated credit on the next billing statementDue to the prior misinformation that was provided she is not assured that this will happen • Ms [redacted] is requesting that the March bill reflect the credit for days of the disconnected TV service and confirmation that her new monthly rate is $ Frontier has investigated the above statements and offers the following response: • Frontier records show that Ms [redacted] was quoted a lowered monthly rate of $plus taxes/surcharges on 11/15/ • Review of the account history confirms that the rate quoted contained existing promotions that had an expiration date of 1/29/18, as detailed on the billing statementOn 3/4/Ms [redacted] requested to have her TV services disconnected • Ms [redacted] ’s March billing statement cycled on 3/2/18, which was before the removal of TV serviceIt is Frontier policy to bill to the end of the billing cycle for disconnected nonregulated services and she was misadvised that she would receive prorated credit on the April bill • In this instance a credit has been applied to adjust for the TV service charges as requested and Ms [redacted] has been notified of the amended balance, along with confirmation that the new monthly service charge will be $plus applicable taxes/surcharges We trust that this information will assist you in closing this complaintWe 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 he contacted Frontier to return two cable boxes and he lost his phone line.Mr [redacted] also stated that he was told he would not be able to get his old telephone number backFrontier has investigated the above statements and offers the following response:Frontier investigated Mr***’s account and due to an order error to upgrade Mr***’s services caused the phone line to go down.As on January 29, this issue has been resolved and Mr [redacted] has working dial tone.Frontier records show that Mr [redacted] still has his old telephone number of ###-###-#### assigned to his location.Frontier records reflect that a credit of $was applied to Mr***’s account for time out of services.Please allow 1-bill cycles for this credit to reflect on the customer’s bill statementFrontier representative have spoken to Mr [redacted] to confirm working phone service and creditsWe 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
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 his account is showing a past due of over $Frontier has investigated the above statements and offers the following response:After review of Mr***’s account, Frontier records show that the customer had a past due balance of $in April at the time of transition to Frontier.Frontier advises that a payment of $on February 1, and the next payment was on July 27, in the amount of $250.00.Frontier have advised Mr [redacted] that proof of payment is needed for a payment investigation.Mr [redacted] stated he does not have any receipts for the cash payments he made to Verizon/Frontier.Frontier advises there is no credit warrantied on the accountFrontier representative has spoken to Mr [redacted] and have explained that proof of payment is needed and customer is not satisfied with resolutionWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####
Thank you for referring the complaint of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was billed for a full month of internet service even though she wanted to end her service earlier Ms [redacted] advises that Frontier needs to prorate her final bill based on the days in which the service was usedFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her service and was eligible to continue receiving service through the end of her billing cycle Ms [redacted] could have stopped the disconnection if she had changed her mind Frontier advises that the customer does owe for the full month of service.Frontier spoke with Ms***’s husband on January 23, 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 Ms [redacted] has experienced as a result of the above matter