Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] was charged an Early Termination fee when he closed his Frontier account Frontier has investigated the above statements and offers the following response: Mr [redacted] was charged an Early Termination fee in error Credit has been issued for the $and it will appear on the statement dated February 1, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I spoke with a Frontier representative (Edna in the Texas office) who told me that the business is still working to find a solution to my issue She is going to coordinate with others on the Frontier team to try to find a solution, but our call did not end with the issue being resolved She will look into it further and follow up with me There is still a disagreement as to the guaranteed pricing that I was promised by a customer service representative (and confirmed by their supervisor) back in September for the service package that I discussed with them at that time I was very clear with Edna that I would like not only a credit for the overages that I have been charged since September 2016, but also an accommodation for the months of follow up that I have had to endure in trying to get this issue resolved For purposes of attempting to resolve the services/charges that I will be incurring going forward, Edna is going to look into other service/pricing options that are closer to the price point that I expected from Frontier (after taxes) that are comparable to what I was told in September -- and to have this pricing applied retroactively to September She told me that Frontier will not be able to deliver what was promised to me in September 2016, but they will see how close they can get to that services/pricing combo in order to move the ball forward.To be very clear, my issue with Frontier has not been resolved but is still in process I cannot comment on whether Edna will be able to resolve this This is the same message and response that I have received from each Frontier representative that I have spoken with over the last couple months -- a different person each time who says that they will look into it and try to figure it out I don't understand why this is so difficult to resolve or why it takes so much effort on my part -- as the customer -- to hound the business to successfully resolve this I do appreciate, however, that Edna provided me with a direct number and her availability should I wish to follow up with her directly in the future Regards, [redacted] ***
Frontier has attempted to reach Ms [redacted] without success Frontier has left messages with direct contact information with their voicemail/answering service
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 [While Frontier says on Sept they advised me of no proration would be applied, on Aug I was told otherwise by their own representive as noted on the acctIt used to be that companies took ownership of their own mistakesHad I been told in the first place there was no proration I would have postponed service installation from another ISP to not waste moneyOn AugI was specifically told not to pay on that date as a final bill would be sent at the beginning of Septreflecting a proration of the weeks of server not usedIt is not my responsibility to train their representatives but to pay my bill that was discussed with the representative on AugDoes it make any sense to charge money for services not provided? Was the standard of charging and collecting on services not provided in a contract I signed while ordering this service? NoIt wasn't is the answer] Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he has been paying too much for his Frontier TV and internet services Mr [redacted] advises that Frontier informed him that he needs to keep his landline phone in order to have internet serviceFrontier has investigated the above statements and offers the following response: Frontier advises that cancelling a service that is part of a bundle package can result in the loss of existing bundle discounts This can result in little or no savings for the customer Frontier advises that the best way for Mr [redacted] to lower his monthly rate would be to remove the extra channels that are not a part of the bundle package, such as the premium movie channels that he subscribes to.Frontier spoke with Mr [redacted] on February 28, and advised him of the above statements We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
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: Ms [redacted] states that she was advised she would be billed for Frontier modem of $a month.Ms [redacted] would like to have the charge removedFrontier has investigated the above statements and offers the following response:Frontier requires customer’s to use our router modem to receive accurate services for their internet.Frontier records show that Ms [redacted] had a double play(phone and internet) per promotion she qualified for free router modemMs [redacted] request to have the phone removed which disqualified her account for the free router modem promotion.Frontier representative has spoken to Ms [redacted] and explained the charges.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General Manager
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.They offered no resolution and I am still in the position I am in due to my dealings with this companyI did let them know this would be my response to the Revdex.com and they said hey will still not be able to resolve the situation at all in any way at any time and took no accountability nor recourse to resolve Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he has had billing issues since Frontier took over, and he has been unable to get the issue resolved, after speaking with several customer service representativesFrontier has investigated the above statements and offers the following response: Frontier advises due to a system issue bundle discounts were not correctly posted to Mr [redacted] ’s accountFrontier has issued credit for the missing discounts and has corrected the issue causing the error.Frontier has set a follow up to review Mr [redacted] ’s December 16, 2016, billing statement to ensure the issue has been resolvedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] A [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states that he contacted Frontier three weeks ago to set up service for basic and then no one showed up He called Frontier several times and service was still not set up as of February 27, Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr***’s service was installed on March 2, 2017.Frontier applied a onetime credit to Mr***’s account in the amount of $for his experience.A Frontier representative attempted to call Mr [redacted] on two different occasions and had to leave messages Frontier mailed a letter to Mr [redacted] to advise of the onetime credit applied to his account on March 7, for the delays with getting the service installed We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that his Internet service has been out of service since January 24, and was told he will have to wait until January 30, for a Frontier repair technician Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr [redacted] ’s account and a technician was dispatched on January 27, and confirmed the Internet is working.Frontier advises that a credit adjustment has been applied to Mr [redacted] ’s account for the days out of service which will appear on the February 25, bill statement.Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier communicated via phone message and email to advise of the above informationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: A Frontier consultant has been in direct contact with Ms [redacted] and advised that Frontier’s refund policy is to issue a Citi Bank card days from the date of service disconnection or terminationThis time period is required to ensure all outstanding charges or credits are posted to the closed accountFrontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.As a courtesy Frontier will issue a refund check to for Ms [redacted] to the address on file We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would like Frontier to correct charges on bill and refund some of the payment made Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on September 6, Frontier explained that we have corrected the charges and issued a refund of $Mr [redacted] is satisfied with the resolution 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
The Complaint states that: Ms [redacted] advises that she has been out of phone service for days Frontier has investigated the above statements and offers the following response: Frontier advises that a technician repaired Ms***’s service on June 19, 2017.Frontier advises that time out of service credit was issued on June 19, Frontier advises that despite our best efforts we were unable to reach Ms*** We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr *** bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he canceled his telephone and Internet services and wanted to keep the Internet service with FrontierMr [redacted] advises that his existing account was canceled and he was set up with a new account for Internet onlyMr [redacted] advises that he was billed $for canceling his servicesMr [redacted] states that Frontier has investigated the above statements and offers the following response: Frontier records show that Mr***’s account was canceled under account ###-###-#### and a new account was established under ###-###-#### for Internet service onlyFrontier advises that Mr [redacted] was on a promotion and when the account was canceled it charged back the promotional discounts that were issued Frontier advised that an adjustment was issued in the amount of $on February 13, for the promotional charge backsFrontier advises that the account under ###-###-#### is closed and there is no balance due.Frontier advises that Mr***’s account under ###-###-#### is active and is billing correctly.Frontier spoke with Ms [redacted] on February 15, to review this information with him 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 has investigated the above statements and offers the following response: Frontier reviewed the call transcript from August 26, Ms [redacted] contacted Frontier because her Frontier Secure (internet security) advised her that she may have a virus.Frontier Advises that Ms [redacted] spoke with a Frontier Secure agentThe agent attempted to verify Ms [redacted] security information in order to move forward and assist Ms [redacted] with her concernFrontier advises that the agent had to contact member services, a vendor group known as CSID, to assist Ms [redacted] The call was transferred to the CSID agentFrontier advises that management has confirmed that mortgage information as well as credit card information can be one of the credit questions that is asked to authenticate a memberFrontier advises that the questions asked by Ms [redacted] were not fraudulent nor was the attempt of fraud committed.Ms [redacted] was contacted on September 28, Frontier explained to Ms [redacted] that the questions asked were strictly for security purposes to prevent a security breach on her accountFrontier apologized that it was not explained to Ms [redacted] that her virus protection package has identity protection within itThis is why it was necessary to ask the security questions she was asked.Frontier advises that Ms [redacted] was advised that there are virus protection packages that do not contain identity protectionMs [redacted] chose to keep the internet protection package that she has, which has the identity protection within itFrontier advises that the price of her packaging that she was quoted was with the internet security within it and that there was no increase to her monthly re-occurring chargeMs [redacted] stated that she understoodWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she did not receive a bill for several months and she would go to a Frontier location and was told the account was paidShe explained in July she received a bill and wanted to make payment arrangements Frontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms [redacted] ; however, we have been unsuccessful in speaking with her Frontier emailed a ‘Please Contact Frontier’ letter to Ms [redacted] Ms [redacted] may contact Executive Relation Team at ###-###-#### Ext [redacted] for assistance.Frontier reviewed payments received and found that Ms [redacted] bill is correct and the bills were sent to the mailing address on file Ms [redacted] made partial payments which left a balance forward on the next bill 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier 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 WIFI network interferenceCustomer speeds may vary over timeFrontier upgraded Ms***’s Internet connection on December 6, to speeds as fast as MBPSMs [redacted] was billed an $technician isolation fee on her December 10, billing statement and Frontier removed this fee on December 15, as a courtesy.Frontier spoke with Ms [redacted] on December 15, and she confirmed that the Frontier Internet connection has improvedMs [redacted] does not request further Frontier assistance at this time 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] office for reviewWe appreciate your bringing this matter to our attention.The Complaint states that:The customer Fios service was scheduled to be installed on January 15, As of January 20, the service had yet to be installedFrontier has investigated the above statements and offers the following response:A review of the customer’s account determined there was no port available at the terminal and there was no drop at the premise.This delayed the installation of service on the scheduled dateThe service was installed on January 23, 2017.A $adjustment has been applied to the customer’s accountWe apologize for any inconvenience this delay may have caused youWe trust that this information will assist you in closing this complaint.Thank you,Amara H.Executive Customer Relations Specialist
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] was charged an Early Termination fee when he closed his Frontier account Frontier has investigated the above statements and offers the following response: Mr [redacted] was charged an Early Termination fee in error Credit has been issued for the $and it will appear on the statement dated February 1, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I spoke with a Frontier representative (Edna in the Texas office) who told me that the business is still working to find a solution to my issue She is going to coordinate with others on the Frontier team to try to find a solution, but our call did not end with the issue being resolved She will look into it further and follow up with me There is still a disagreement as to the guaranteed pricing that I was promised by a customer service representative (and confirmed by their supervisor) back in September for the service package that I discussed with them at that time I was very clear with Edna that I would like not only a credit for the overages that I have been charged since September 2016, but also an accommodation for the months of follow up that I have had to endure in trying to get this issue resolved For purposes of attempting to resolve the services/charges that I will be incurring going forward, Edna is going to look into other service/pricing options that are closer to the price point that I expected from Frontier (after taxes) that are comparable to what I was told in September -- and to have this pricing applied retroactively to September She told me that Frontier will not be able to deliver what was promised to me in September 2016, but they will see how close they can get to that services/pricing combo in order to move the ball forward.To be very clear, my issue with Frontier has not been resolved but is still in process I cannot comment on whether Edna will be able to resolve this This is the same message and response that I have received from each Frontier representative that I have spoken with over the last couple months -- a different person each time who says that they will look into it and try to figure it out I don't understand why this is so difficult to resolve or why it takes so much effort on my part -- as the customer -- to hound the business to successfully resolve this I do appreciate, however, that Edna provided me with a direct number and her availability should I wish to follow up with her directly in the future Regards, [redacted] ***
Frontier has attempted to reach Ms [redacted] without success Frontier has left messages with direct contact information with their voicemail/answering service
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 [While Frontier says on Sept they advised me of no proration would be applied, on Aug I was told otherwise by their own representive as noted on the acctIt used to be that companies took ownership of their own mistakesHad I been told in the first place there was no proration I would have postponed service installation from another ISP to not waste moneyOn AugI was specifically told not to pay on that date as a final bill would be sent at the beginning of Septreflecting a proration of the weeks of server not usedIt is not my responsibility to train their representatives but to pay my bill that was discussed with the representative on AugDoes it make any sense to charge money for services not provided? Was the standard of charging and collecting on services not provided in a contract I signed while ordering this service? NoIt wasn't is the answer] Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he has been paying too much for his Frontier TV and internet services Mr [redacted] advises that Frontier informed him that he needs to keep his landline phone in order to have internet serviceFrontier has investigated the above statements and offers the following response: Frontier advises that cancelling a service that is part of a bundle package can result in the loss of existing bundle discounts This can result in little or no savings for the customer Frontier advises that the best way for Mr [redacted] to lower his monthly rate would be to remove the extra channels that are not a part of the bundle package, such as the premium movie channels that he subscribes to.Frontier spoke with Mr [redacted] on February 28, and advised him of the above statements We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
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: Ms [redacted] states that she was advised she would be billed for Frontier modem of $a month.Ms [redacted] would like to have the charge removedFrontier has investigated the above statements and offers the following response:Frontier requires customer’s to use our router modem to receive accurate services for their internet.Frontier records show that Ms [redacted] had a double play(phone and internet) per promotion she qualified for free router modemMs [redacted] request to have the phone removed which disqualified her account for the free router modem promotion.Frontier representative has spoken to Ms [redacted] and explained the charges.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General Manager
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.They offered no resolution and I am still in the position I am in due to my dealings with this companyI did let them know this would be my response to the Revdex.com and they said hey will still not be able to resolve the situation at all in any way at any time and took no accountability nor recourse to resolve Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he has had billing issues since Frontier took over, and he has been unable to get the issue resolved, after speaking with several customer service representativesFrontier has investigated the above statements and offers the following response: Frontier advises due to a system issue bundle discounts were not correctly posted to Mr [redacted] ’s accountFrontier has issued credit for the missing discounts and has corrected the issue causing the error.Frontier has set a follow up to review Mr [redacted] ’s December 16, 2016, billing statement to ensure the issue has been resolvedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] A [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states that he contacted Frontier three weeks ago to set up service for basic and then no one showed up He called Frontier several times and service was still not set up as of February 27, Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr***’s service was installed on March 2, 2017.Frontier applied a onetime credit to Mr***’s account in the amount of $for his experience.A Frontier representative attempted to call Mr [redacted] on two different occasions and had to leave messages Frontier mailed a letter to Mr [redacted] to advise of the onetime credit applied to his account on March 7, for the delays with getting the service installed We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that his Internet service has been out of service since January 24, and was told he will have to wait until January 30, for a Frontier repair technician Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr [redacted] ’s account and a technician was dispatched on January 27, and confirmed the Internet is working.Frontier advises that a credit adjustment has been applied to Mr [redacted] ’s account for the days out of service which will appear on the February 25, bill statement.Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier communicated via phone message and email to advise of the above informationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: A Frontier consultant has been in direct contact with Ms [redacted] and advised that Frontier’s refund policy is to issue a Citi Bank card days from the date of service disconnection or terminationThis time period is required to ensure all outstanding charges or credits are posted to the closed accountFrontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.As a courtesy Frontier will issue a refund check to for Ms [redacted] to the address on file We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would like Frontier to correct charges on bill and refund some of the payment made Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on September 6, Frontier explained that we have corrected the charges and issued a refund of $Mr [redacted] is satisfied with the resolution 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
Name on account: Robert [redacted] (Patricia)address: E Lincoln St Apt Bloomington IL 61701-5995Account # 309-663-2582-112513-
The Complaint states that: Ms [redacted] advises that she has been out of phone service for days Frontier has investigated the above statements and offers the following response: Frontier advises that a technician repaired Ms***’s service on June 19, 2017.Frontier advises that time out of service credit was issued on June 19, Frontier advises that despite our best efforts we were unable to reach Ms*** We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr *** bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he canceled his telephone and Internet services and wanted to keep the Internet service with FrontierMr [redacted] advises that his existing account was canceled and he was set up with a new account for Internet onlyMr [redacted] advises that he was billed $for canceling his servicesMr [redacted] states that Frontier has investigated the above statements and offers the following response: Frontier records show that Mr***’s account was canceled under account ###-###-#### and a new account was established under ###-###-#### for Internet service onlyFrontier advises that Mr [redacted] was on a promotion and when the account was canceled it charged back the promotional discounts that were issued Frontier advised that an adjustment was issued in the amount of $on February 13, for the promotional charge backsFrontier advises that the account under ###-###-#### is closed and there is no balance due.Frontier advises that Mr***’s account under ###-###-#### is active and is billing correctly.Frontier spoke with Ms [redacted] on February 15, to review this information with him 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
(consumer failed to provide a copy of the claimed advertising)
Frontier has investigated the above statements and offers the following response: Frontier reviewed the call transcript from August 26, Ms [redacted] contacted Frontier because her Frontier Secure (internet security) advised her that she may have a virus.Frontier Advises that Ms [redacted] spoke with a Frontier Secure agentThe agent attempted to verify Ms [redacted] security information in order to move forward and assist Ms [redacted] with her concernFrontier advises that the agent had to contact member services, a vendor group known as CSID, to assist Ms [redacted] The call was transferred to the CSID agentFrontier advises that management has confirmed that mortgage information as well as credit card information can be one of the credit questions that is asked to authenticate a memberFrontier advises that the questions asked by Ms [redacted] were not fraudulent nor was the attempt of fraud committed.Ms [redacted] was contacted on September 28, Frontier explained to Ms [redacted] that the questions asked were strictly for security purposes to prevent a security breach on her accountFrontier apologized that it was not explained to Ms [redacted] that her virus protection package has identity protection within itThis is why it was necessary to ask the security questions she was asked.Frontier advises that Ms [redacted] was advised that there are virus protection packages that do not contain identity protectionMs [redacted] chose to keep the internet protection package that she has, which has the identity protection within itFrontier advises that the price of her packaging that she was quoted was with the internet security within it and that there was no increase to her monthly re-occurring chargeMs [redacted] stated that she understoodWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she did not receive a bill for several months and she would go to a Frontier location and was told the account was paidShe explained in July she received a bill and wanted to make payment arrangements Frontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms [redacted] ; however, we have been unsuccessful in speaking with her Frontier emailed a ‘Please Contact Frontier’ letter to Ms [redacted] Ms [redacted] may contact Executive Relation Team at ###-###-#### Ext [redacted] for assistance.Frontier reviewed payments received and found that Ms [redacted] bill is correct and the bills were sent to the mailing address on file Ms [redacted] made partial payments which left a balance forward on the next bill 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier 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 WIFI network interferenceCustomer speeds may vary over timeFrontier upgraded Ms***’s Internet connection on December 6, to speeds as fast as MBPSMs [redacted] was billed an $technician isolation fee on her December 10, billing statement and Frontier removed this fee on December 15, as a courtesy.Frontier spoke with Ms [redacted] on December 15, and she confirmed that the Frontier Internet connection has improvedMs [redacted] does not request further Frontier assistance at this time 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] office for reviewWe appreciate your bringing this matter to our attention.The Complaint states that:The customer Fios service was scheduled to be installed on January 15, As of January 20, the service had yet to be installedFrontier has investigated the above statements and offers the following response:A review of the customer’s account determined there was no port available at the terminal and there was no drop at the premise.This delayed the installation of service on the scheduled dateThe service was installed on January 23, 2017.A $adjustment has been applied to the customer’s accountWe apologize for any inconvenience this delay may have caused youWe trust that this information will assist you in closing this complaint.Thank you,Amara H.Executive Customer Relations Specialist