Alpine Fire Protection Inc.

Frontier Utilities has received the above-referenced customer complaint and appreciates the opportunity to respond.  As previously mentioned, we have provided a copy of the terms of service that clearly informs the customer in writing about possible connection, installation, or move in fees.  Those fees can be applied by the (TDSP) transmission and distribution service provider if necessary in order to complete a job.  Frontier Utilities will be notified by the (TDSP) transmission and distribution service provider about any additional work such as: permits, meter installations, city inspections only after an order has been sent from us first.  Frontier Utilities does not have a way to verify or determine if any additional work/service will be needed ahead of time. As listed on the terms of service, the contract clearly indicates that additional fees from the TDSP could apply in order to initiate service.  Frontier Utilities has also contacted the (TDSP) to verify the work that was done at the location (see attached).  On the call, the representative informs us that a meter had to be installed in order to initiate the service.  Based on the information that was provided by the (TDSP) the installation fee is valid and they are unable to waive the fee.  Mr. [redacted] can contact the TDSP directly regarding their fees and services for more information or can contact Frontier Utilities customer service department at: 866-926-8192. 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 has received the
above-referenced customer complaint and appreciates the opportunity to
respond. Specifically, MsJones stated in her complaint that she had
service with Frontier Utilities up to the date of November 10, 2015. Further, MsJones stated she has not received
her deposit back in the amount of $204.77.
Lastly, MsJones stated she has made numerous calls to resolve the
issue, and no one was able to explain why her deposit has not been
returned.
Frontier Utilities performed the necessary
investigation and below are our findings: On October 27, 2014, an
enrollment was completed to initiate electric service with Frontier UtilitiesThe electric supply service was scheduled to
begin on October 31, once the enrollment was completedOn October 29, 2014, Frontier Utilities mailed
out the welcome packet with the terms of service to the mailing address we have
on file. As specified on the terms of
service, the letter states that an additional deposit could be required once Ms
Jones became an existing customer (see attached). On June 11, 2015, Frontier Utilities mailed
out the Deposit Letter advising MsJones that a deposit of $was going
to be required in order to continue with the service. Further, the letter specified that the
deposit had to be satisfied by the date of June 23, 2015. On June 24, 2015, Frontier Utilities received
the deposit payment of $that was paid with a card. After reviewing the payment information with
our Merchant Services, we confirmed that the payment was made with a Visa card
that ended with the last four numbers of (see attached)
On November 10, 2015, Frontier Utilities
received a drop request that ended the service with Frontier Utilities. After the account was closed, the system
generated the final invoice, and used the deposit to cover the final balance
leaving the account with a remaining credit of $204.77. On January 19, 2016, MsJones contacted Frontier
Utilities' Customer Service Department to inquire about the credit that was
showing on the account. MsJones was
advised that the credit was part of the deposit that was left on the
account. Further, MsJones was advised
of the process for a refund, and the time frame for her to get the credit
back. MsJones stated the card that was
used to pay the deposit had changed, and was requesting a refund check
instead. MsJones was advised that we
would have to submit the refund back to the card as part of the refund process,
and once we received a rejection from the banking institution, we could then
issue a refund check at that moment. On
January 22, 2016, Frontier Utilities received a confirmation from Merchant
Services confirming the refund was completed (see attached). The confirmation letter shows the refund
amount of $204.77, the date of the refund, and the last of the card where the
refund was returned. On February 12,
2016, MsJones contacted Frontier Utilities' Customer Service Department again to
inquire about her deposit refund request. Ms
Jones was advised that the refund had already been completed, and returned back
to the card that was used at the time the payment was made. Ms
Jones stated she had not received the refund, and was requesting a refund check
instead. Frontier Utilities contacted
Merchant Services to verify the status of the refund request we had completed on
January 22, 2016. On February 17, 2016,
Frontier Utilities confirmed with Merchant Services that the deposit refund had already been completed
On April 8, 2016, Frontier Utilities received a
PUC Complaint that was filed by MsJones regarding her deposit. MsJones insisted that her deposit refund had not been returned back to her. On
April 13, 2016, a representative from Frontier Utilities' Corporate Office contacted
MsJones after receiving the PUC Complaint.
MsJones stated she had not received her deposit refund as of yet. Frontier Utilities advised Ms
Jones that we had a confirmation from Merchant Services confirming the refund
was completed. Frontier Utilities
offered to do a three-way call with her banking institution to confirm that the
refund was completed. While on the line,
MsJones researched her account, and confirmed over the phone that the refund
was indeed returned back to her account (see attached). MsJones confirmed that the refund was
posted on her account as of January 25,
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 [redacted]
Customer Solutions
Direct line: [redacted]
Attachments:
MsJones Terms of Service Letter-
MsJones Merchant Service payment confirmation
Letter 6/24/2015-
MsJones Merchant Service refund confirmation
letter 1/22/2016-
Call from Corporate 4/13/2016-

To Whom It May Concern:Frontier Utilities received the above referenced customer complaint and appreciates the opportunity to respond. Specifically, Mr. [redacted] started his service with Frontier Utilities ended September of 2014. Mr.[redacted] stated he never received his final invoice from...

Frontier Utilities .Mr.[redacted] contacted Frontier in August to pay off the final invoice. He later advised Frontier that his credit report was still reflecting a negative item from Frontier Utilities. Frontier Utilities performed an investigation. Mr.[redacted] began his service with Frontier on September 25th, 2013, through an online enrollment.  September 19th, 2014 Mr.[redacted] decided to switch to another provider. On September 21st the final invoice was generated that was due October 1st, 2014.  The bill was mailed out to the address Mr.[redacted] provided.  He did contact Frontier until April 26th, 2016. Once the balance was paid by Mr.[redacted], Frontier submitted a request to [redacted] to advise them that the balance was paid, and to update his credit report. On August 24th, 2016 Mr.[redacted] mailed a letter to Frontier advising that the balance had been paid and that negative item still reflected on his credit . We advised him at the time that the request had been made to [redacted] to remove the negative item off his credit reports. Frontier submitted another request to have the negative item removed. Frontier received a Revdex.com complaint from Mr.[redacted] regarding the negative item still being on his credit report.  On October 4, 2016, a representative from Frontier Utilities’ Corporate Office contacted Mr. [redacted] to discuss his complaint.  Mr. [redacted] stated he had paid his final invoice back in April 24, 2016.  Frontier explained that the first time we submitted the request to [redacted] was to update his report that the negative item had been paid.  When an update is done, the item will still show on the report, but it will be listed as paid.  Mr. [redacted] stated he was under the impression that the item was going to be completely removed.  Frontier explained that the request to have the item completely removed was issued by “Jared” (Collections Manager) on August 24, 2016, immediately after receiving his letter.  Mr. [redacted] than stated he did not received that letter response from Jared back then.  Frontier Utilities reconfirmed his email and billing address over the phone, and Mr. [redacted] stated it was correct.  Frontier sent Mr. [redacted] a copy of the letter that was written by Jared via email.  Further, we explained that the request to have the account completely removed could take from 30-60 days to finalize as listed on the response letter.  Lastly, we informed Mr. [redacted] that we would contact [redacted] in his behalf to get an update on the request that was issued back in August to have the negative item complexly removed.  On October 5, 2016, Frontier Utilities’ Corporate Office contacted Mr. [redacted] after speaking to [redacted].  Mr. [redacted] informed us that he had spoken to [redacted] directly and they had confirmed him that his negative item had been removed.[redacted] explained that the reason why he was still seeing the negative item could have been because he was checking his credit on a “Combine Report” that includes all three bureaus and not all three of them get updated immediately.  Mr. [redacted] stated that [redacted] cleared the situation and had no further concerns.Frontier sincerely apologizes for any inconvenience this may have caused.   Respectfully yours,Kenya M[redacted]re...

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 permissionMs[redacted]
stated she does not recall speaking to anyone about enrolling for supply
service with Frontier. Further, Ms[redacted]
requested for someone to investigate how she was enrolled, and notify her with
results of said investigation
Frontier conducted an
investigation, and below are our findings: On December 10, 2015, Ms[redacted] called Frontier's Customer Service
Department regarding her enrollment. At
that time, Ms[redacted] stated she did not recall enrolling for supply service
with Frontier. Ms[redacted] requested
to cancel/drop the supply service immediately, and be returned back to her LDC,
[redacted].
On
December 11, 2015, Frontier received a PUC Complaint filed by Ms[redacted]
stating she did not agree to switch to Frontier. As part of her complaint, Ms[redacted]
stated she does not recall speaking to anyone about enrolling for supply
service with FrontierOnce the investigation was completed, Frontier found a
valid TPV recording with a female caller who indicated she was authorized to
make decisions about switching suppliers on the account. On the recorded call, the information
provided matches the name, address, and [redacted] account number we have on file for
this customer. Notwithstanding the
above, Frontier Utilities, on behalf of Ms[redacted], was able to cancel/drop
the supply service without any termination charges due to the rescission period
permitted. Please note that Frontier
attempted to reach Ms[redacted] regarding the results of the investigation; however,
we were unsuccessful in reaching her on the contact numbers we have in our
records. Frontier has left messages
asking Mr[redacted] to return our calls in order to allow her to hear the
recorded TPV call, as she'd requested.
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 G[redacted]
Customer Solutions
Direct line: 281-724-

To Whom It May Concern:Frontier Utilities received the above-referenced customer
complaint and appreciates the opportunity to respond.  Mrs. [redacted] complains that her June
bill is too high.  Account research shows
that the [redacted] did not send reads for customer for the billing...

period of November
17th 2014-December 18th 2014, December 18th 2014-January 21st
2015, January 21st 2015-February 19th 2015, February 19th
2015-March 20th 2015, March 20th 2015-April 21st
2015, and April 21st 2015-May 20th 2015.  In June the [redacted] sent over reads for April 21st
2015-May 20th 2015 and reads for May 20th 2015-June 19th
2015.  Customer was double billed and
offered a payment arrangement.  Customer
was also advised that the [redacted] can go back as far as six months in order to
produce missing readings.  As of July 11th
2015 Mrs. [redacted] has spoken to our call center supervisor and manager,
according to our conversations with her, she now understands that Frontier
Utilities only charges her for the usage received by the [redacted] and understands
how smart meters work and why the zero reads may present themselves. Mrs.
[redacted] has paid her balance but she was made aware that we are more than
willing to offer her a payment plan should more back billing occur.  Frontier Utilities sincerely apologizes for
any inconvenience this may have caused Mrs. [redacted] and we suggest that she stay in contact with us should she have any further inquiries.  Best Regards,Dayana V[redacted]Customer Solutions281-954-2632

To whom it may concern:   Frontier Utilities has received the above referenced customer complaint and appreciates the opportunity t o respond. Specifically, Ms. [redacted] started her service November 15th 2015. Ms.[redacted] is stating her service is being disconnected after her payment is...

processed.  And that frontier does not send any invoices to her. Frontier Utilities has performed an investigation. Ms [redacted] enrolled for a prepaid account. She is required make a payment in order to purchase power. Ms.[redacted] is notified via text and or emails her balance and when she needs to make a payment to avoid service interruption.  In the notification she is advised the last day she is able to make a payment if not the service will be interrupted the following day. If no payment is received on the final day the following day the disconnection order is automatically is sent out to the Transmission and distribution company. Ms.[redacted] is making her payments on the day the disconnection order is processed and that is why her service is being interrupted after her payment is received.  Ms.[redacted] is on the Accident Forgiveness plan when she is disconnected she is not charged any additional fees.  (Please see the attachment of the notification history.) Ms.[redacted] also is concerned she is not receiving any bills. At the time of the enrollment she was advised she would not receive any bills, however she would receive notifications via email or text regarding payments, usage and balance. The reason bills are not sent is because the customer pays in advance to purchase power.  On August 24th Ms.[redacted] called Frontier to request a letter of service to be emailed to her, so that she can present to her sons school. She called back and stated she never received the email. She provided a fax number and the document was resent via Fax. (Please see attached fax confirmation)   Frontier sincerely apologizes for any inconvenience this may have caused. We have tried contacting Ms.[redacted] address her concerns; however we have not been able to get in contact with her.   Respectfully yours, Kenya [redacted]

Revdex.com:
This letter is to inform you that Frontier Utilities, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/7/2015 5:19:01 AM and assigned ID [redacted].
Regards,

[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 [redacted], and find that this resolution although incorrect, would be satisfactory to me. I am certain that Frontier Utilities' obtained my information without my knowledge or permission and is now placing the blame on a "third party telesales vendor" who they did not name.  For the sake of their business the folks at Frontier Utilities may want to rethink using this "third party telesales vendor".The only reason I am agreeing to close this case is that [redacted] has agreed to waive the $50 early termination fee due to the fact that they overcharged me for services.  I was not charged the quoted rate that I was promised.[redacted]

Dear [redacted] Frontier Utilities sincerely apologizes for the inconvenience this issue has caused. In regards to the switch, we have a valid enrollment and the conversation was attached to the response, when this enrollment was made Frontier Utilities was not aware of the Mrs. [redacted]'s condition.  The account holder has already switched to another provider.  The invoices that we have presented are not in any way trying to take advantage of an elderly person such as your grandmother.  Frontier Utilities has already purchased this electricity, according to the distribution company these meter reads determine how much electricity was used. Frontier Utilities is only seeking collection on the electricity consumed.  As a courtesy to the customer Frontier Utilities has submitted a request for the ETF to be reversed.  We suggest the customer to fax us or email us copies of the invoices [redacted] sent for the same time period, we will gladly look over them and review them.  However until then, we are unable to remove any billing for usage.  Please feel free to contact us if you have further questions.  Best Regards,Dayana [redacted]-R[redacted] Customer Solutions[redacted]

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.  
Thank you Frontier Utilities for the response. As I have previously stated, I was told by the manager that this would not happen (6 months + back billing). I see the notice and there was NO tampering with a meter and how dare Frontier Utilities even send something on those lines to state something so accusatory! I have checked the PUC and there is no rule that says a client/customer can be charged for the past 6 + months or the previous bill for $147.00(approx.). Since I did not tamper with the meter or anything else.
Regards,[redacted]

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
My grandmother is an elderly woman and have dementia she doesn't comprehend anything people say or do. So they turned around and took advantage of her. The bills from April and May and June we never received the only thing we received was a pink warning bill from them and if that is true she switched then why did we still get bills from [redacted]. She would rather stay with [redacted] then Frontier Utilities it looks like they take advantage of elderly people.

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.  
After several failed communication attempts, I have yet to get an audio back of their purported call.  I also have requested an email from them detail about the time of the call, duration and telephone number dialed with no response.  I have communicated to them I am available at their leisure for a playback and am to this point still waiting to get the written detail of the call they suggest they have to me.
Regards,
[redacted]

To Whom It May Concern:Frontier Utilities is grateful for the opportunity to respond to the complaint of our valued customer, [redacted]We received an enrollment request for [redacted] on October 13, 2015.  The request was received from a third-party...

partner, [redacted]  The telephone number listed in the complaint belongs to [redacted]  Frontier's inbound contact center telephone number is 866-926-8192.  Our hours of operation are 7:00 Am to 6:00 PM CST on Weekdays and our Payment Center is also open on Saturdays, from 8:00 AM to 2:00 PM CST.    The request was entered as a standard move-in for Tuesday, October 20, 2015.  Having received the complaint which is the subject of this response, we have now made a request to update the request to today's date, October 19, 2015, which is the soonest available date for the referenced [redacted]
We regret that our new customer has reported a poor experience and we have taken steps to ensure power for today.Respectfully,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.

January 19, 2017   Re: Complaint: [redacted]   To whom it may concern:   Frontier utilities received the above referenced customer complaint and appreciates the opportunity to respond. Ms. [redacted] enrolled for a prepaid account on January 6th 2017.At the time of enrollment she made a...

payment of $20 to purchase power; however after deducting the move in fee of $2.33 she only purchased $17.69 that amount purchased 206.5 Kilowatts. Ms. [redacted] was offered a plan at rate of 8.300 per kilowatt hour, plus a daily fee of 0.39 cents. Ms. [redacted]’s move in date was set for January 6th. The meter reads are completed by [redacted] Whenever we receive a meter read that automatically deducts from the customers balance.  Ms. [redacted] called on January 9th disputing the meter reads. She was advised by a supervisor to contact [redacted] to have her meter re read and to also register on [redacted] The customer understood and stated she will contact [redacted]  Contacted [redacted] on January 19th 2017 spoke with a representative and she confirmed the customer used 370 kilowatt hours while she was in service with Frontier. The charges are correct, attached you will a list of the customers usage.   We do apologize for inconvenience and hope this brings clarification to you regarding the complaint.   Respectfully yours, Kenya M[redacted]

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  They are telling lies. Iknow what prepaid is and they will not try to be professional and make it look like I don't know how it works. Under no circumstances should my lights get disconnected after they have received 2-3payments in a row. Sitting in the dark after I've paid them my money. That's fraudulent behavior. If they send a disconnect notice they won't cut off until about 1hr later after I've posted several payments on my account. They are liars and this company should be out of business. I have never ever witnessed such behavior. Where's documentation showing all my payments.

October 25, 2016 Re: Complaint [redacted] To whom it may concern: Frontier Utilities received the above-referenced customer complaint and appreciates the opportunity to respond.  We have reviewed Ms. [redacted]’s complaint.   Attached you will find my reference to the notifications that are being sent to Ms. [redacted].  Ms. [redacted] has a prepaid account and receives multiple notifications (please see the attached documentation) that tell her when she is getting “low” on funds.  When the notification is sent to the customer regarding making a payment to avoid service interruption, this is the final notice and the customer must make their payment immediately or they will be disconnected the following the day.  Ms. [redacted] received a total of one text message and one email and two phone calls detailing the status of the account per day.  (Please see attached documentation)If the payment is not made the day the disconnect notice is sent, the order automatically goes out to the local utility the next day for disconnection.  We do not have a time frame of when [redacted], her local Transmission and Distribution Company, will disconnect her service it can be any time from 7am to 9 pm depending on their work load. I have also attached Ms. [redacted]’s payment and usage history. Please bear in mind she is being charged 10.9 cents per KWH, plus a 0.67 cents daily charge that comes with the Accident Forgiveness Plan.  Ms. [redacted] uses on average an estimated amount of $4.36 a day/41.53 KWH per day. This estimation is based on past consumption; which can change depending on the customer’s usage. Again, we do apologize for any inconvenience this may have caused and hope this provides clarification to you regarding her complaint.  Respectfully yours,Kenya [redacted]

January 20, 2017   Re: [redacted]   To whom it may concern:   Frontier Utilities received the above referenced customer complaint and appreciates the opportunity to respond. On December 31st Mr.  [redacted] was charged a sales tax in the amount of $6.21.  After further investigating...

we have determined that the charges will be refunded to Mr. [redacted].   The refund check was issued on January 18th 2017 via postal mail. I have attempted to contact Mr. [redacted] to advise of the resolution; however I have not successfully been able to reach Mr. [redacted]. We apologize for the inconvenience and hope this brings clarification to you regarding the complaint.   Respectfully yours, Kenya M[redacted]

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.  
Perhaps yet another testimony to Frontier's at best lacking in accurate record-keeping:  As per my prior note to Revdex.com, I did take a call from a Frontier representative over a week ago.  A recording was played onto the phone by her.  Though the audio was difficult to discern, what was clear (both from the representative and the recording) was the telephone number and date of the call on the recording.  As much as it is impossible to hear well on the phone the voice claimed on the playback, I have noted that I have official phone records for the number at hand of No such call inbound or outbound to that phone number by Frontier or any Frontier rep.  Similarly, even if one could claim the call was erroneously made to/from another line, I was traveling with evidence of travel records, and witnesses of my attendance to an event where I sat at the exact time of the purported call by Frontier.  So a random audio recording alone did not do the trick this time around.I have presented this argument and offer of records to Frontier, but the response has been "we cancelled the account upon request" about how they came about with the recording.  Ultimately if Frontier is acquiring customers without their real consent (which my experience evidences) that would indeed be fraud, either impersonation or mail/wire fraud.  I have not heard back from Frontier with any evidence or argument as to why/who claimed that recording was made.  As far as I am concerned the call is at best doctored in trying to satisfy my request for a recording they claimed they had (but obviously they did not imagine I had coinciding phone records and other evidence to the contrary beyond my word that the recording was not of me).  Per [redacted] request, and given the lack of forthcoming response herein by Frontier, I will be presenting the evidence to the Public Service Commission's complaint group.  As appropriate, would send word to [redacted] ([redacted] [redacted]), Frontier's owner group, given I know any possibility of fraud at a one's investment companies is of grave concern to the viability of such investments. Should Revdex.com want copies of my phone records, travel records, witnesses for the call time, etc kindly advise.  I would also kindly request Revdex.com leaves this complaint open/unsatisfied until the regulatory entities resolve and give closer either way.
Regards,
[redacted]

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 received a bill that had a due date of August 8, 2016.  Further, Mr. [redacted] stated...

his service was disconnected prior to the invoice being due.  Lastly, Mr. [redacted] stated he tried calling customer service, but the number he was provided was not working.   Frontier Utilities performed the necessary investigation and below are our findings: On June 23, 2016, Frontier Utilities mailed out the invoice that had a due date of July 11, 2016 (see attached).  After reviewing the invoice, we can clearly verify the due date, amount due and contact information for customer service.  The phone number listed on the complaint is not listed nor affiliated with Frontier Utilities.  On July 12, 2016, Frontier Utilities mailed out the disconnection notice letter to remind Mr. [redacted] of the past due balance (see attached).  The letter clearly showed the past due balance amount (including late fee) and disconnection date of July 22, 2016 as the last day to make a payment to avoid any interruption.  Due to weather advisories and recommendations from the utility provider, the account was not subject for a disconnection until July 29, 2016 which provided 7 additional days without a payment.  On July 23, 2016, Frontier Utilities mailed out the following invoice that had a due date of August 8, 2016.  The new invoice reflected the new charges that were due in August, but also reflected the past due balance from July where no payment was received.  Frontier Utilities has provided a copy of the payment history that reflects the last three payments that were made on the account.  Based on the information we have in our records, we confirmed that the correct process was followed.  As a onetime exception, Frontier has waived the disconnection notice fee and late fee that were applied.  Lastly, Frontier Utilities applied a $10.00 courtesy credit on the account.   Frontier Utilities has reviewed Mr. [redacted] complaint, and determined that the actions of Frontier Utilities were in-line with expectations.  Moreover, Frontier Utilities has waived the late fee and disconnection fee that were applied.  Lastly, Frontier has issued a $10.00 credit on the account which makes a total adjustment of $16.49.   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 [redacted]

to Whom It May Concern:In reply, two attempts have been made by the Department Manager to reach out to Mr. [redacted].  A voicemail was left on one of the attempts.  A Supervisor has been assigned to call Mr. [redacted] today to play the requested recording.We would like to note that we are not required to play recordings for customers.  Ultimately, Mr. [redacted]'s wish was to have his account cancelled with Frontier Utilities and be returned to his Local Delivery Company for supply.  Upon his request, we immediately complied.  Mr. [redacted]'s demand to listen to the call will be fulfilled; however, his complaint was filed almost immediately upon his report to us.  His initial email to our office was on Monday, this week.  We have made a good faith effort to contact Mr. [redacted].  His expectation that we can call him at exact times is something we ask that he kindly reconsider.At this time, Frontier Utilities has committed to play the recording for Mr. [redacted].  It has only been 2 days since his original request - which we believe to be a reasonable time frame, especially in light of the valid attempts already made to connect with his request.  We understand that customers sometimes need help determining who in their household may have been the one to agree to the switch.  Although that is more of a civil matter than a utility complaint, we will make every effort to be as helpful as we can, in light of the circumstances.  Absent our duty to produce the recording in this matter, we again - are committed to connect with this request and will be making 3 or 4 more attempts to reach Mr. [redacted] today for this purpose.Best,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.