Alpine Fire Protection Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

To Whom It May Concern,Frontier Utilities is grateful for the opportunity to reply to the complaint of our valued customer, *** ***.The account for *** *** (#***) was established on ____________. Upon enrollment, *** *** was given the option to pay the required deposit in three
(3) installments. *** *** opted to pay her deposit in three (3) installments, which were due in day increments beginning witht he day her service started with Frontier Utilities. A disconnection/reminder notice was generated and mailed to *** *** on April 6, 2015. The notice listed $as the outstanding balance which needed to be paid on or by April 16, to avoid interruption. *** *** contacted our inbound call center to advise that she had made a payment at a grocery store. We advised her that the selected location will not post her payment on the same day, which is what is required. In fact, we pointed out that the receipt that was given to her at the time she made her payment advised her that her payment would not post same day. The payment referenced in the complaint is for $81.82. We received this payment and posted it on April 21, 2015. At that time, reconnection was requested as the past due balance had been fully satisfied.It is our aim to ensure customer satisfaction for every call into our inbound center. We apologize if *** *** had anything less than a great experience. We also note that *** *** has been kind enough to refer business to Frontier Utilities and we are also very grateful for that. For any future payments made in person, we highly suggest *** *** consider using an approved *** location (same day service), *** *** *** or *** *** to ensure same day posting.Respectfully,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT

To Whom It May Concern: Frontier Utilities has received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, Ms*** stated in her complaint that she received an invoice from Frontier Utilities that included a charge from *** for
$32.30. Further, Ms*** stated she contacted Frontier to verify what the charge was for, but could not get a clear answer. Lastly, Ms*** stated she did not tamper with the meter, and would like the charge to be removed Frontier Utilities performed the necessary investigation and below are our findings: On August 22, 2016, Frontier Utilities received a communication email from Ms*** questioning the charge of $from *** (see attached). On August 25, 2016, Ms*** contacted Frontier Utilities’ Customer Service Department to dispute the charge from CenterPoint. Frontier Utilities explained that the charge was for a broken meter seal. Ms*** then stated she never called or placed a service call to CenterPoint. The agent from Frontier Utilities advised Ms*** that we could submit a dispute to have someone review the charge, but could not guarantee that the charge would be removed. On August 30, 2016, Ms*** contacted Frontier Utilities to check on the status of her account. On the initial conversation with the agent, Ms*** was advised that the charge was for a broken meter seal. Ms*** did not agree with the information and requested a supervisor. On that same day of August 30, 2016, a supervisor contacted Ms*** back to explain the situation regarding the charge from *** (see attached). Ms*** was explained again that the charge was related to a broken meter seal. Ms*** then stated she never called *** to request a service. Frontier explained that even though she did not place a service call, *** found out the meter seal was broken and they had to replace it. Ms*** then inquired about the dispute she had submitted with the previous agent she had spoken to. Ms*** was advised that a dispute was submitted, but was denied since the charge appeared to be valid After the last conversation with a supervisor, Frontier Utilities received a Revdex.com Complaint that was filed by Ms***. As part of the protocol, Frontier Utilities added the required protection on the account to avoid any disconnection of service while the complaint is opened. On August 31, 2016, a representative from Frontier Utilities’ Corporate Office contacted *** directly to verify additional information of the charge (see attached). A representative by the name of “Fred” advised us that the charge was indeed related to a broken meter seal that they had replace. Further, Fred also explained that the job was completed on July 20, 2016, when a technician was sent out to replace the broken seal without any call being placed from Ms***. Lastly, Fred advised us that Ms*** had the option to submit another dispute directly with them if she was not satisfied with the original resolution. After reviewing the account, we confirmed that the most current balance that included the charge from *** was paid as of September 3, 2016. Moreover, Ms*** also stated in her complaint that Frontier is suppose to notify her ahead of time if any other charge other than the usage charges will be applied on her bill. After reviewing the Terms of Service Document that was mailed to Ms***, it clearly indicates that nonrecurring charges from the utility provider can be applied without advance notice, and the customer is required to pay those charges listed on the invoice (see attached). We have highlighted the specified section of the document that discloses additional information regarding nonrecurring fees. At this moment, the account is current and no other charges are due. Frontier Utilities is willing to make any corrections necessary if *** confirms that the broken meter seal charge was applied erroneously. At this time, Frontier Utilities is awaiting response from *** regarding their final decision to the charge in question Frontier Utilities has made every effort to resolve Ms***’s complaint in a timely manner. Further, we have reviewed Ms***’s Complaint, and confirmed that the actions of Frontier Utilities were in-line with expectations. Lastly, Frontier Utilities would like to encourage Ms*** to review the terms of service document thoroughly regarding the applicable fees that Frontier Utilities and/or *** can apply without further notice Frontier Utilities sincerely regrets any inconvenience this issue may have causedPlease feel free to contact me directly if you have any additional questions or concerns in this matter Respectfully yours, Roland *** Customer Solutions Direct line: 832-271-

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
I may have been mistaken as to the company the people worked for; all I know is that is was a utility company....sorry for the confusion! but I STRONGLY SUGGEST THAT YOUR INDUSTRY INSTRUCT YOUR SALESPERSONS TO PLEASE RESPECT A SIGN THAT SAYS 'NO SOLICITING' ON ANY BUILDING THEY MAY SEE....... This is just common sense, and common courtesy........ALL COMPANIES no matter what industry, want to make sales, but ALL of them need to respect the wishes of the owners of apartment buildings!! and one last thing; the last person WAS from Frontier as she told me so.......said her name was *** and that she was *** *** *** and that she was trying to contact customers who had not received their rebate checks in the mail........and again, had she respected the NO SOLICITING sign, she wouldn't have made any sale at all, as she'd have NOT ENTERED THE BUILDING!. Oh well........at least I made my wishes known & I have some hope that your industry will train your people to PLEASE not enter buildings with NO SOLICITING signs on the door!! If I seem redundant about this, I intended to be.........repetition makes sense sometimes.........Thanks for your help in this matter, which never should have happened in the first place.....but, I digress!!!!!!!!!!!!! (lol) *** *** I WAS NOT ABLE TO RE-READ THIS EMAIL FOR SOME REASONso any errors, etc., please forgive!!

To Whom It May Concern: Frontier Utilities has received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, Mr*** stated in his complaint that he contacted Frontier Utilities to setup electric service for his home. Further, Mr***
states frontier utilities is charging him a $meter installation fee, and was ever informed of this when he first setup the account Frontier Utilities performed the necessary investigation and below are our findings: On January 4, 2016, an enrollment was completed through an online vendor called True cost to initiate electric service with Frontier Utilities. On January 5, 2016, Frontier Utilities mailed out the welcome packet with the contract documents inside to the billing address on file. As previously stated, Mr*** said he was never informed of possible meter installation/connection fee from the transmission and distribution provider. After reviewing the True Cost Portal, we confirmed that the customer has the ability to review the electricity facts label, as well as the terms of service (see attached). The terms of service document clearly indicates that the (TDSP) transmission distribution service provider can apply a service connection fee, installation fee and/or reconnection fee. Further, the electricity facts label also indicates that the (TDSP) is permitted to apply any of the fees listed on the document if they find it necessary (see attached). On May 3, 2016, Mr*** contacted Frontier Utilities in order to setup additional service for a new location. The agent from Frontier Utilities collected the information and submitted it to the (TDSP) ***. Frontier Utilities has not control, nor do we have a way to verify what kind of work will be required for the (TDSP) *** to active service once a service order is submitted to them. On July 7, 2016, a representative from Frontier Utilities Corporate Office contacted *** to confirm the installation chargesAn agent by the name of “Nuvia” confirmed us that the fee was applicable due to them having to install a new meter at the location. As previously mentioned, the electricity facts label provides information in writing informing the customer of possible service fees that could occur if the (TDSP) finds it necessary in order for them to complete a move in order. These fee’s may not always applied when setting up service, and can vary depending on what kind of work the (TDPS) has to do in order to complete the request. Frontier Utilities has no way to verify in advance the work that will be required by the TDSP to complete a service order. Based on the information provided by *** the installation fee is a valid charge and cannot be waived Frontier Utilities sincerely regrets any inconvenience this issue may have causedPlease feel free to contact me directly if you have any additional questions or concerns in this matter Respectfully yours, Roland *** Customer Solutions Direct line: 832-271-

To Whom It May Concern: Frontier Utilities has received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, Mr*** stated in her complaint that he has been harassed by Frontier Utilities’ Collections Department. Further, Mr***
stated he had agreed to a payment arrangement in order to settle his debt, but then his installments started going up. Lastly, Mr*** is requesting for Frontier Utilities to consider his debt as paid due to his experience Frontier Utilities performed the necessary investigation and below are our findings: On July 8, 2015, an enrollment was completed to initiate electric service with Frontier UtilitiesThe service initiated the same day the enrollment was completed. On July 9, 2015, Frontier Utilities mailed out the Welcome Packet with the contract documents inside to the billing address on file. During the time frame Mr*** was with Frontier Utilities, the account encountered two returned payments for two different invoices. On October 8, 2015, a payment in the amount of $came back as returned (see attached). On November 17, 2015, a secondary payment in the amount $also came back as returned (see attached). Frontier Utilities contacted Mr*** to advise him that the payments had been returned, and needed to take action to avoid his service being disconnectedOn November 10, 2015, Frontier Utilities issued a disconnection notice for a balance that was owed in the amount of $(see attached). The notice clearly indicated that the balance had to be paid no later than November 20, to avoid disconnection. On November 23, 2015, the service was disconnected for non-payment since Mr*** failed to make the pay for the balance that was owed. On January 4, 2016, Frontier Utilities received a cancellation request that ended the service with us on that same day. Once the account had closed, Frontier Utilities mailed the final invoice with the balance of $that was due no later than January 22, 2016. Frontier Utilities did not received the payment for the final balance therefore the system generated a late fee that brought the total balance to $343.78. On March 11, 2016, Mr*** was contacted by Frontier Utilities’ Collections Department to discuss the balance that was owed on the account (see attached). Mr*** spoke to “***” from Frontier’s collection department who offered the customer to removed the late fees of $13.99, and the $reconnect/disconnect fees (totaling $in charges) if he agreed to pay the remaining balance of $in three installments of $93.33. *** made it clear that the settlement was only good if Mr*** paid the first installment over the phone with him, and the remaining two on March 28th and the last one on April 8th On that call, Mr*** agreed and committed to pay the installments on the dates he was instructed by ***. Mr*** paid the first installment over the phone with *** that same day of March 11, as agreed. *** advised Mr*** that he was going to email him a confirmation of the arrangement with the dates he had agreed to pay for his records (see attached). Mr*** paid the 2nd installment on the date of March 28, as instructed, however the 3rd installment that was due on April 8, was not paid. Since Mr*** broke the arrangement, the system reapplied the disconnection/reconnection fees of $and the late fees that had been waived by ***. At this time, the total balance owed is $which includes the last installment of $93.33, late fees and disconnect/reconnect fees that were waived only if the arrangement had been fulfilled accordantly. Based on the information we have on file and the agreement that Mr*** had committed to, Frontier Utilities is unable to write-off the balance on the account. Frontier Utilities would like to encourage Mr*** to contact us directly if he needs more explanation of the charges or if he needs assistance with making the payment Frontier Utilities sincerely regrets any inconvenience this issue may have causedPlease feel free to contact me directly if you have any additional questions or concerns in this matter Respectfully yours, Roland *** Customer Solutions Direct line: 832-271-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Thank you, Frontier just called and played back the proposed recording Despite it being very hard to clearly listen to it remotely (as Frontier had it playing on the background to another phone line) I have enough evidence to ascertain that the call has Not been made to/from me Furthermore, though I am sure they could go back and forth claiming how the person on the other line was or was not me, I am certain it is sufficient to review other evidence which I am happy to submit for Revdex.com and *** review This too has been communicated to FrontierNamely:My official phone record does Not show Any possible call from anyone (leave aside Frontier, not even a 3rd party provider) the date of the recording Furthermore, even if someone where to offer or suggest the call was made to a different phone line (though the record does show my mobile number), I have yet other proof that I was on business travel that day at a conference, at a class the times of the recording (with dozens of witnesses), and only with that exact phone line on my pocket So I can provide call records, travel records, and if that is not sufficient also witnesses of my uninterrupted presence at the classroom during the minutes of the call.I cannot imagine any further proof that without doubt shows the call was not to me Please advise who I should submit official phone records, travel records, etc Also advise how you wish to proceed
Regards,
*** ***

To Whom It May Concern: Frontier Utilities has received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, Mr*** stated he cancelled his service with Frontier Utilities. Further, Mr*** stated he had to call Frontier
Utilities’ Customer Service Department to pay his final invoice. Lastly, Mr*** stated he had to pay a service fee in order to make the payment since he had no other option Frontier Utilities performed the necessary investigation and below are our findings: On June 11, 2014, an enrollment was completed to initiate electric service with Frontier Utilities for the service address of: *** *** *** *** *** ** *** After the enrollment was completed, the service initiated the same day. On July 19, 2016, Frontier Utilities received a notification that Mr*** had switched his service to another providerOn July 30, 2016, Mr*** contacted Frontier Utilities’ Customer Service Department to pay the final balance. Mr*** was advised of the $convenience fee for processing a payment with a representative. Mr*** was not happy with the fee, but agreed to pay it and process the payment for the final bill In effort to resolve Mr*** complaint, we have submitted a refund adjustment for the $convenience fee to be credited back to the customer. Mr*** refund will be returned using the same method that was used to pay the balance. Mr*** should see the refund on his card in 3-business days Frontier Utilities sincerely regrets any inconvenience this issue may have causedPlease feel free to contact me directly if you have any additional questions or concerns in this matter Respectfully yours, Roland *** Customer Solutions *** *** ***

Frontier Utilities has made good faith effort to reach this customer. We have left a voicemail for him to contact our inbound call center to ask for a Supervisor to play the call for him. After attempts to reach him outbound, we have now attached the call file to his account for any of our Supervisory staff to play for him. As far as the email confirmation he is requesting - none is available and our Manager personally spoke with him and explained that since his ultimate wish was to cancel the account and that had been done, that there is nothing we can send to him absent a confirmation that his account with us has been cancelled. If this customer believes that fraud was committed under his name, our Manager has previously suggested he consider filing a police report and request that information subpoenas be issued to collect the information he is requesting. We have made every effort to assist this customer

Re: Complaint: *** To whom it may concern: Frontier Utilities received the above referenced customer complaint and appreciates the opportunity to respond. Specifically; Mr*** stated *** *** has been knocking on his door for the past few months for
solicitation purposes *** *** *** *** *** *** Frontier) began pre enrolling customers in that area on 02/16/2017. If Mr*** has had solicitors knock on his door in the past few months then they were not associated with Frontier Utilities I reached out to our Directors over Sales and Marketing, I advised them of Mr***’s concern. They informed me they have requested *** *** cease any solicitation on that property. On February 27th I contacted Mr.*** and informed him of the resolution and apologized for any inconvenience this may have causeWe hope this brings clarification to you regarding Mr***’s complaint Respectfully yours, Kenya M***

To Whom It May Concern:Frontier Utilities is grateful for the opportunity to respond the the complaint of our former customer, Mr[redacted]
According to the applicable account records, Frontier Utilities has a valid Third Party Verification ("TPV") recording # [redacted] (recorded 8/25/15)
On the recording, we have a male stating that the name on the bill is
[redacted]. The verifying party speaks the address which is the same as the service address. the telesales agent keys in the customer's account number and systems repeats same. Caller states
"YES" as being authorized on the account. He agrees to
the plan with a clear "YES". Customer also agrees to the terms
and conditions with a "YES" response. In this area, the party who verifies the sale must confirm that they are over the age of and authorized to process a switch of suppliers. In this case, that verification was properly taken and recorded.We have corresponded with Mr[redacted] by email. We have already begun the process to return his account to his local delivery company. Mr[redacted] has requested to listen to the TPV recording several times in order to assist in his determination of who it was at his home/address who ultimately made the verbal contract which is the subject of the referenced recording, herein above.We specifically regret that Mr., [redacted] believes Frontier Utilities switched his supply service without proper consent. We have agreed to play the recording he has requested to hear for him and we have sent the proper transactions to have his account with Frontier cancelled. Respectfully submitted,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT

To Whom It May Concern,We have now spoken with Mr. [redacted] several times.  We have explained to Mr. [redacted], who has now openly admitted that he believes our company should further investigate the voice on the recording, that we cannot provide him (due to legal concerns) with the information he is now seeking without it being requested through the proper channels.  He claims the voice on the recording is not his.  After speaking with him several times on a recorded line, we have determined that the voices are similar.  The end result for all; however, is that the account was never truly begun.  There is no actual injury here.  Frontier Utilities has not charged anything to Mr. [redacted] and no charges are contemplated. We have complied with his desire to listen to the call.  We have called him for purposes of discussion, now, several times.  Mr. [redacted] not only complains to the Revdex.com, but then also to his local commission - again, about an account that never began. Upon our last call with Mr , [redacted], he openly admits that he expects Frontier Utilities to do a thorough investigation and tell him from what number the call originated, the exact time and other particulars from the call.  In our opinion, these are items that should be requested through an information subpoena.  We suggested Mr. [redacted] consider filing a police report and follow that path; however, he was clear that he was not going to do that and instead filed multiple complaints against Frontier Utilities. At this time, there is nothing else we can offer to Mr. [redacted] that will satisfy him.  Over the past several weeks, we have made every effort to amicably resolve this issue, without success.  While we apologize that we cannot meet Mr. [redacted]' desires, we feel that we have addressed his concerns appropriately and thoroughly at this point and we ask that the Revdex.com please look at the details here and close this matter as it sees fit.Thank you,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.

To Whom It May Concern:   Frontier Utilities has received the above-referenced customer complaint and appreciates the opportunity to respond.  Specifically, Mr. [redacted] stated in his complaint that he had recently moved to his new home.  Further, Mr. [redacted] stated he had been charged...

from Frontier Utilities on several occasions without his permission.  Lastly, Mr. [redacted] stated he never had service with Frontier Utilities, and would like a refund for those unauthorized payments that were made to frontier.   Frontier Utilities performed the necessary investigation and below are our findings: On September 7, 2016, Frontier Utilities received a PUC Complaint that was filed by Mr. [redacted].  Frontier Utilities immediately did the process to locate any account that could have been enrolled with Mr. [redacted]’s personal information.  After completing a thorough investigation, we were not able to locate any account enrolled with Frontier under his name, address or personal information.  On September 8, 2016, a representative from Frontier Utilities’ Corporate Office was able to reach Mr. [redacted] in order to discuss his complaint (see attached).  Frontier Utilities advised Mr. [redacted] that we did not locate any fraudulent account opened under his name or address.  Frontier Utilities explained the protocol that he needed to follow if only his credit card information was compromised.  Frontier Utilities advised Mr. [redacted] that we needed him to submit a dispute with his bank in order for us to refund/credit the payments that were made to Frontier Utilities.  Frontier Utilities explained that we could not submit a refund without any kind of dispute or evidence from his bank.  Mr. [redacted] stated he was going to contact his bank and initiate the dispute.  Frontier Utilities advised Mr. [redacted] that we would refund the unauthorized payments once we received the proper notification from his bank.      Frontier Utilities has made every effort to resolve Mr. [redacted]’s complaint in a timely manner.  Further, we have reviewed Mr. [redacted]’s Complaint, and confirmed that the actions of Frontier Utilities were in-line with expectations.  Lastly, Frontier Utilities explained to Mr. [redacted] what steps he needed to follow in order for us to refund the unauthorized payments that were made to Frontier with his credit card.    Frontier Utilities sincerely regrets any inconvenience this issue may have caused. Please feel free to contact me directly if you have any additional questions or concerns in this matter   Respectfully yours, Roland [redacted] Customer Solutions Direct line: 832-271-6648

Frontier Utilities has received the above-referenced customer complaint and appreciates the opportunity to respond.  After reviewing Ms. [redacted]’s response, Frontier Utilities would like to clarify the following information.  As mentioned on our previous response, Frontier Utilities contacted [redacted] Energy to verify information of the charge in question.  [redacted] Energy stated that no one contacted them directly to request a technician to be sent out.  [redacted] Energy indicated that after doing a routine inspection, they discovered the meter seal was broken, and therefore a technician was sent out to replace it.  Frontier Utilities has also provided the call where Ms. [redacted] spoke to one of our supervisors on August 30, 2016.  The Supervisor clearly informed Ms. [redacted] that a dispute had been submitted by the previous agent she had spoken to the last time.  Further, the supervisor advised Ms. [redacted] that the request had been denied since [redacted] considered the charge to be valid at that moment.   On September 12, 2016, Frontier Utilities contacted [redacted] Energy to verify if they could provide the documentation that was requested by Ms. [redacted] (see attached).  On this day, Frontier Utilities spoke to one of their agent’s by the name of “Brittany”.  Frontier Utilities advised the agent of the complaint that was filed, and the documentation that was being requested from the customer.  After several minutes on hold, Brittany informed us that [redacted] Energy had decided to reverse the service fee of $32.30.  The agent indicated that the reversal would reflect on the customer’s next upcoming invoice.   Based on the information provided by Centerpoint, the charge in question will be reversed by them, and will reflect on Ms. [redacted]’s next invoice.  Frontier Utilities would like to consider this case closed based on the decision that was made by Centerpoint.  If Ms. [redacted] has any additional questions or concerns regarding [redacted] Energy’s decision, she can contact them directly at: 1-800-332-7143.   Frontier Utilities sincerely regrets any inconvenience this issue may have caused. Please feel free to contact me directly if you have any additional questions or concerns in this matter   Respectfully yours, Roland [redacted] Customer Solutions Direct line: 832-271-6648

To Whom It May Concern:Frontier Utilities received the above-referenced customer
complaint and appreciates the opportunity to respond.  Mrs. [redacted] account holder’s granddaughter
complains that her grandmother’s [redacted] electric account was switched
to Frontier Utilities...

without her consent. 
Account research shows that on April 29th 2015 Mrs. [redacted] agreed to switch to Frontier Utilities per her enrollment call.  In the conversation Mrs. [redacted] is advised
of the early termination fees and she agrees that she understands.  Customer’s first invoice was mailed on May 13th
2015 and it was for usage from April 20th 2015 to May 20th
2015 if customer paid this usage to [redacted], then we suggest the customer contact
[redacted] for a refund.  Frontier Utilities
mailed Mrs. [redacted]’s second invoice on June 21st 2015 and it was
for usage from May20th, 2015 to June 19th 2015, if customer paid
this usage to [redacted] we suggest they contact [redacted] for a refund.  Frontier Utilities mailed Mrs. [redacted] a
third and final invoice on June 24th 2015 for the usage from June 19th
2015 to June 23rd 2015.  If
customer paid [redacted] for this usage we suggest the customer contact [redacted] for a
refund. Frontier Utilities regrets any inconvenience this may have caused the
customer.  Please feel free to contact us
if you have further questions. Best Regards,Dayana [redacted]-R[redacted]Customer Solutions[redacted]

To Whom It May Concern: Frontier Utilities is not accusing Ms. [redacted] of tampering with the meter.  We just posted the substantive rules under the Public Commission Utilities.  Please see PUC Substantive Rule 25.126(b)(3)
The
back-billing shall not be limited if the [redacted] discovers a non-compliant meter
that has not been affected by meter tampering or has provided incorrect meter
readings that are unrelated to meter tampering and the back-billing would
result in a credit to the customerThis means that the meter could have provided incorrect readings that are unrelated to meter tampering.
Frontier
Utilities is in compliance with the PUC rules and will not be reversing the
charges, we would like to encourage Ms. [redacted] to call us so that we may offer
a payment arrangement. 
Best
Regards,
Dayana
V[redacted]
Customer
SolutionsFrontier
Utilities

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
The contract was never provided for the second location, so the response is not valid and therefore I was never notified.
Regards,

To Whom IT May Concern:Frontier Utilities is grateful for the opportunity to answer the complaint of our valued customer, [redacted].On September 16, 2015, we received an inbound credit card payment on Mr. [redacted]'s account in the amount of 477.00.  From our research and analysis, Mr. [redacted]...

used our MY ACCOUNT portal to enter his payment.  Since this is a self-service option, we have no way to tell for sure what he may have entered into the system.  What we are able to confirm is that the payment was settled to the subject account and did, in fact, create a balance of - $ 366.08.  We received a call from Mr. [redacted] on September 18, 2015.  We explained to him our refund policy and since there appeared to be no error by Frontier Utilities, we advised him that we would make every effort to expedite, but we could not promise.  We did request expedited handling through our accounting department.  Mr. [redacted] was not willing to accept anything less than a firm promise that we would expedite his refund. We specifically understand that Ms. [redacted] is inconvenienced by this situation and we are doing what we can to work with him to resolve it.  Respectfully submitted,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.

Description:
Frontier Utilities received the
above-referenced customer complaint and appreciates the opportunity to
respond. Specifically: Ms[redacted] stated in her complaint that she
was switched to Frontier Utilities without her permission back in December of
Further, Ms[redacted] stated she never
had any kind of contact with Frontier Utilities regarding supply service. Lastly, Ms[redacted] stated she was charged an early
termination fee from her previous supplier due to the unauthorized switch
Frontier conducted an
investigation, and below are our findings: Ms[redacted] enrolled on December 7, through our third-party
telesales vendor. On December 10, 2015, Frontier Utilities mailed the
customer the welcome packet with the contract documents inside (see
attached).
On
December 18, 2015, Ms[redacted] called Frontier Utilities' Customer Service
Department regarding the switch. Ms[redacted]
stated she did not agree to enroll for supply service with Frontier, and
inquired on how the supply service was switched. Further, Ms[redacted] requested to have the
supply service cancelled immediately, and be returned back to her [redacted]
After
concluding the necessary investigation, Frontier located a valid TPV recording of
Ms[redacted] providing information that matches the name, address, and National
Grid account number we have on file for this customer (see attached). On January 26, 2016, a representative from
Frontier Utilities' Corporate Office contacted Ms[redacted] to provide her the TPV
call she had requestedAfter listening
to the TPV call, Ms[redacted] acknowledged the information matched our records, but
stated she was not aware who in her household provided the information. Frontier reminded Ms[redacted] that the supply
service had been cancelled, and no termination charges were applied
Frontier
Utilities has made every effort to resolve Ms[redacted]'s complaint in a timely
mannerFurther, we have reviewed Ms[redacted]'s complaint, and determined that the
actions of Frontier Utilities and its third-party vendor were in-line with
expectations. Lastly, we submitted a transaction to end the supply
service immediately without any penalty fees.
Frontier
Utilities sincerely regrets any inconvenience this issue may have caused
Please feel free to contact me directly if you have any additional questions or
concerns in this matter
Respectfully
yours,
Roland
[redacted]
Customer
Solutions
Direct
line: 281-724-
Attachments:
Welcome
Packet 12/10/2015-
TPV
Recording 12/7/2015-

Frontier Utilities received the above-referenced customer complaint and appreciates the opportunity to respond.  Specifically, [redacted] complains that we failed to send him invoices, as a consequence we disconnected his service and charged him a deposit.  [redacted] also...

states that he called various times to request paper billing and we failed to switch him from e-billing to paper billing.  After reviewing all conversations with customer's phone number on file, we have determined that such conversation was not received.  We also reviewed all the notations made by agents and we do not have any that state the customer's desire to switch from e-bill to paper billing.  Account research regarding this complaint also shows that customer enrolled on our '[redacted]' plan.  The terms of this plan require that the bill be emailed and account be set up on auto pay.  We save money when we don't have to mail paper bills and we pass the savings on to the customer.  Our system shows we emailed all bills to the email provided in a timely fashion.  However, payment was not remitted on time, which generated disconnection notices.  The disconnection notice is not emailed; it is mailed to the mailing address on file.  Due to the amount of disconnection notices on the account Frontier Utilities did charge [redacted] an additional deposit.  Frontier Utilities sincerely regrets any misunderstanding of the terms of this plan as well as our dunning process.  We encourage the customer to call us anytime he has not received an invoice, we offer various payment arrangements with the bills and deposits.  As a courtesy we have waived the customer's deposit and as of 06/12/15 we contacted the customer to advise him of this. Respectfully yours,  
[redacted]Customer SolutionsDirect Line: [redacted]