Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] states he requested disconnection of service sometime in May and his final billing statement is incorrectFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate there was not a request for disconnection of service within the month of May Frontier advises upon reviewing the account our records indicate there was not an order placed for disconnection of service in May Frontier advises upon reviewing the account our records indicate the account was disconnected for non-payment on June 13, 2017.Frontier advises upon reviewing the account our records indicate the final bill is the past due balance and charges for service through June 13, 2017.Frontier advises upon reviewing the account the final bill balance is valid.Frontier advises that Mr [redacted] to contact Credit Collection Services at ###-###-####Frontier has made several attempts to reach Mr***; however, Frontier has been unsuccessful in speaking with Mr*** 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 Ms [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that Ms [redacted] is experiencing slow internet speeds with her Frontier internet services Frontier has investigated the above statements and offers the following response: Frontier advises that it is continually working to improve its network and its customers experience, however, Frontier has no specific plans for upgrades in Ms [redacted] ’ area at this timeFrontier did lower the price of Ms [redacted] ’ Frontier internet service to $per monthFrontier spoke with Ms [redacted] and she is satisfied with this resolution We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The only thing I am still waiting for is the next bill, as so far no credit has been applied at allWhen I complained about that, I was told the credit would be oassed on to next month's billFrontier also assured me I could contact them again should there be another problem Regards, [redacted]
Frontier has investigated the above statements and offers the following response: • Frontier advises Mr [redacted] upgraded his phone and internet in the middle of a billing cycle• This caused the proration of service from 5/31/to 6/16/16, making the billing higher than any another other statement• In addition, Mr [redacted] was charged a $modem delivery fee, which was waived on July 1, At this time, the balance on the account is $• Going forward Mr [redacted] should anticipate a month charges of $plus taxes and surchargesWe trust that this information will assist you in closing this complaintWe regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she has experienced on and off issues with her Frontier landline service for yearsMs*** states that as the line is on top of the ground, every time it rains or the line is damaged, the service either goes out entirely or the connection is severely affectedMs [redacted] states that she has contacted Frontier on a number of occasions requesting to have the line buried, however this has still not happened Frontier has investigated the above statements and offers the following response: Frontier records confirm multiple phone related Trouble Reports on Ms***’s account related to outside line damageFrontier records confirm that upon first attempting to bury Ms***’s line, it was discovered that the damage was too extensive to bury until a new cable had been runFrontier confirms that effective today, 12/21/2017, Ms***’s line has been replaced and buriedFrontier has reached out to Ms [redacted] to provide direct contact information in case she has further trouble 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 has investigated the above statements and offers the following response: As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed Service subject to availability.” As a result, Mrs [redacted] is subscribing to the service tier for speeds as fast as Mbps.Internet speeds are based on multiple variables including limitations of the computer and time of day.Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities Mrs***’s location is over from the nearest Frontier facilities Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mrs***’s area Frontier is providing the fastest Internet speed that it can provide at this location at this time Mrs [redacted] Frontier Digital Phone and High Speed Internet Max was under term pricing from December through December for a monthly reoccurring charge of $plus taxed and Dish charges Mrs [redacted] received time without service adjustment on the February statement in the amount of $ As a courtesy Frontier applied an adjustment to Mrs***’ account in the amount of $due to billing and inaccurate information When Mrs [redacted] initially contacted Frontier retention department she was offered phone for $and Internet for $with a $modem fee making the monthly reoccurring charges $plus tax and Dish charges A Frontier consultant has been in direct contact with Mrs [redacted] and advised a $credit for the months is not warranted Mrs [redacted] now has Frontier Digital phone unlimited for $and Frontier Internet for for a monthly reoccurring charge in the amount of $plus tax and Dish for monthsWe regret any inconvenience that Mrs [redacted] may have experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: We successfully reached Mr [redacted] and advised the account has been cleared to a zero balance Please allow days for the credit report to update 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 attention The Complaint states that: Mr [redacted] advises he has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on February 7, and Mr [redacted] confirmed that billing issue was resolved.Frontier confirmed adjustment issued and has set follow up to ensure bill accuracy 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
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: [redacted] states she has been without Internet and phone service since the transition from Verizon to FrontierFrontier has investigated the above statements and offers the following response:Frontier advises a Trouble Ticket was completed on May 20, Frontier advises the cause was equipment failure on the outside due to the transition from Verizon to Frontier Frontier advises a credit in the amount of $was applied to ***’s account today, May 25, Frontier has provided [redacted] with a direct contact number for any future issues she may have Frontier advises [redacted] of all the above.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 have reviewed the information provided from Frontier and the issue is not resolved as some of the information is not accurateThe balance brought over to their system was due to having had an agreement with ATT U-VerseAutomatic payments were set up with ATT and when Frontier bought them out I was not informed of the change until one day I turned on the TV and it said Frontier on the Screen My billing information was transferred over to Frontier from ATT and automatic withdraws continued on a monthly basis until I cancelled auto pay on 2/10/15, due to finding the amount of $was removed from my bank account because a payment had not been removed via auto pay in JanuaryI confirmed this information with a customer service representative over the phone at ###-###-####I did receive a letter from Frontier a few weeks AFTER a double payment was removed in February without my knowledge This notice went out to customers Attention Connecticut Customers: With the transition from ATT to Frontier Billing systems, we are in the process of aligning your billing cyclesThis may cause you to receive a bill before the previous bill was due Your Monthly Statement Is Now Available Your monthly statement for your account is now available and your payment of is due, which will be processed using your Auto Pay settings on fileYou do not need to take any action at this time, but we encourage you to regularly log into Frontier Online Bill Pay to view your billing history and review important customer notices I cancelled my service with Frontier on 3/4/ due to moving to another location and having had such poor customer serviceI pay all bills online through [redacted] Bill Pay that are not set up on auto pay The payments removed via auto pay appear different on my bank statement than ones that I make via phone or the banks websiteI did not receive a final bill for service in February, which is why it was never paidAll of my mail has been forwarded from my old address to my new one without issue, except for this final billHad I received a bill it would have been paid promptly and there would not have been a negative report on my credit scoreI see that my status for this issue from the credit bureau has been “updated” to shows that it has been paidHowever, I want it REMOVED from my credit report as this should not have been an issue in the first place 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] states Frontier downgraded his Internet by mistake and he has been trying to upgrade the speed to what it was for approximately one monthMr [redacted] states he has spoken with many people at Frontier and his Internet is not restored.• Mr [redacted] states the lower speed has caused data overages on his phone and his wife runs a business and uses the Internet for a large portion of that business.Frontier has investigated the above statements and offers the following response: • Account review shows Mr [redacted] had an Internet only account with broadband ultra (speeds as fast as 12M) Mr [redacted] ’s account was suspended on 1/12/and disconnected for non-payment on 1/30/ Account review shows Mr [redacted] made payment in full on 1/31/17, however because the account was already disconnected a new install order had to be placed• A new internet order was established on 2/2/for broadband lite, which was the only speed showing available out of this location at the time the order was writtenOn 2/20/17, Mr [redacted] ’s service was upgraded to broadband max Subsequent orders were placed to upgrade Mr [redacted] to broadband ultimate (speeds as fast as 24M), however these orders to upgrade continued to error, advising this speed was not available which caused further delays An engineering ticket was placed to qualify Mr [redacted] for his previous speed broadband ultra • Account review shows the order to upgrade Mr [redacted] back to his original speed, broadband ultra completed on 3/7/17.• Frontier provided Mr [redacted] a $courtesy adjustmentWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations
Thank you for referring the complaint of [redacted] Regarding his business account [redacted] Orthodontics to our office for review We appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:• Mr [redacted] states he signed up with a VOIP service provider in 2015, that he had a contract with Frontier until April of and planned on discontinuing all his Frontier services after the contract expiredMr [redacted] states he forwarded his main business line to his VOIP service• Mr [redacted] states From April to October his other provider attempted to port his number and the requests were denied by Frontier• Mr [redacted] states he was advised he was unable to port his number due to an unlimited package that was on his account• Mr [redacted] states the number was being forwarded to his VOIP number which was long distance but he had no way of receiving calls on his Frontier number because his phone system had been changed out to the VOIP service Mr [redacted] states he agreed to remove the unlimited plan so he could port the number Mr [redacted] states he was subsequently billed approximately $in long distance calls from the time the plan was removed until the number was ported because he did not have long distance on his line.• Mr [redacted] states his rates increased because he wasn’t under a contract and he would not have paid an additional $1,if Frontier had released his number in April Mr [redacted] wants Frontier to recalculate his bill for a period of months at the reduced contractual rate because Frontier would not release the numberFrontier has investigated the above statements and offers the following response:• Account review shows Mr [redacted] had business lines and Internet under a term agreement from 4/21/15-4/20/ • Frontier’s carrier services received an original port request on 6/3/16, and an automatic denial was sent to the other provider because the consumer had a simply unlimited plan on his line, Frontier subsequently received a cancellation request from the other provider on 7/17/to cancel the port request Mr [redacted] contacted Frontier initially in June regarding porting issues he stated he was experiencing and he was referred to his incoming provider regarding the reason for the failure • Account review shows an order was placed on 9/12/to remove the unlimited long distance plan on Mr [redacted] ’s line so he could port his services • Mr [redacted] no longer had a long distance plan and was billed for calls he was forwarding from 9/12/when the plan was removed until the line was ported on 10/11/ These calls were forwarded to a long distance numberA Frontier agent submitted an adjustment request to rerate the calls however the adjustment was denied as invalidThis was due to Mr [redacted] having removed the long distance to port his number and Frontier not receiving the port request from the other provider until 10/4/with a due date of 10/11/Mr [redacted] would be responsible for any calls made during this period Frontier is not responsible for the programming of office equipment set up with the other provider or how it routes calls• Mr [redacted] was receiving a monthly credit of $and $during his term for having the unlimited long distance phone plans and Internet double play (phone and Internet bundle) Account review shows the $credit was removed on the 5/10/billing statement after the term expiredAccount review shows Mr [redacted] placed subsequent orders to remove his Internet and his additional lines on 5/25/and 6/14/leaving only the main lineMr [redacted] ’s remaining line did not qualify for any discounts as he no longer had a bundle Frontier did provide Mr [redacted] with a $courtesy credit base on porting issues he states he experienced which was applied to his 9/10/billing statementNo additional credit would be due.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises she disconnected her services and was advised there would be no partial refund for the days not usedFrontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] is still within the time frame to receive her partial days not used Frontier will follow up on September billing and do a manual credit if the system did not do an auto credit for partial days not used.Frontier spoke with Ms [redacted] on August 29, and explained the aboveWe 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
Internet service speeds are based upon many factors, including network congestion, customer location (depending on the distance from Frontier’s closest facilities), customer equipment, and WiFi network interference Internet speeds may also vary over time Frontier continues to work toward a solution that will improve Mr [redacted] ’s Internet service It is our expectation that Frontier will upgrade the network in the Spring Creek/Elko area; however an estimated date of any system upgrades has not yet been determined Frontier periodically revises the products and services offered in each of our service areasWe encourage the customer to reach out to our Customer Services Department to ensure that they are on the best package of phone, internet and TV services for their needsFrontier Customer Services can be reached at ###-###-####
Frontier CommunicationsThank you for referring the complaint of Christopher [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] states he was temporary disconnected on August 02, Once he has made a payment to restore the services it was not restored within 24- hours as promisedMr [redacted] would like services restoredFrontier has investigated the above statements and offers the following response:Frontier review Mr [redacted] account, it shows there was a repair issue with getting the services restoredFrontier has placed a trouble ticket on August 5, 2017.Frontier has restored the customer internet service on August 8, 2017.Frontier has called Mr***, advised a credit will be placed from Aug 5, through August 8, of $for the time of not having the serviceFrontier has also issued an $inconvenience credit to Mr***’s accountWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: Shaneshia R [redacted] Department: Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that he enrolled in Frontier’s cable servicesWhen he signed up for the services he was not informed of the installation feesWhen he signed up for the cable he was told that he would have certain channels in high definition that he did not have after the installation was completeMr [redacted] states that when he received his first bill it was not what he agreed toHe only had the services for three weeks and his bill is over $Frontier has investigated the above statements and offers the following response: Frontier advises that when Mr [redacted] signed up for the cable and Internet services, he was misquoted and was charged installation feesFrontier has issued a credit for all of the installation feesThe total credit for the installation fees was $Frontier also issued a credit for the termination fee of $that occurred when the customer disconnected the servicesMr [redacted] reported to Frontier on July 20, that his high definition channels in his living room did not work on the televisionFrontier put in a trouble ticket on July 20, to send a technician to the customer’s home to fix the high definition issue, but the customer canceled his services before the technician was able to get to his homeFrontier has issued a credit of $for the promotional credits that were missing on the accountFrontier has advised the customer that there is a credit that is due to him for $Mr [redacted] is aware that the refund check for the $will be mailed to him and he should receive it within 10-business days We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that his Frontier internet service has been running extremely slow, and he continues to lose connectionMr [redacted] advises that Frontier continues to inform him that he lives in an area of high demand and heavy congestion on the lineMr [redacted] advises that Frontier needs to fix the ongoing problem with the speed of his internet service and the frequent disconnects that he experiences Frontier has investigated the above statements and offers the following response: Frontier advises that the customer does live in an area of high demand and the internet service can be affected when multiple users are using the internet simultaneously.Frontier advises that a technician was dispatched to the Mr***’s home on June 1, and was able to get him connected to a better network device located in the nearest Frontier central office This eliminated the congestion issue and increased his speed significantlyFrontier spoke with Mr [redacted] on June 2, 2017, and the customer confirmed that the Frontier technician was able to mitigate the problem so that he now has a faster speed and does not experience disruptions in the service when he’s using he is using the internetWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Frontier **did [redacted] have several opportunities to "troubleshoot" my service concerns.As noted in my complaint, I made several calls to Frontier after April about issues with my TV service (missing On Demand features, DVR not recording scheduled programs for my children), and also about internet speeds that fell considerably below the 75/mbps speed I was paying for.Each time I called I (eventually) reached people overseas who were difficult to understand due to strong accents, and who seemed unable to parse what I was sayingThey insisted I ran through the same "troubleshooting" procedures that had already failed to solve the problemsEach time I called I was told that no record existed of my previous calls, and more than once I was abruptly disconnected from the callThe promise to call back if this happened was never honored.I reached my limits when I was informed (April 14) that I would have to wait a week for a technician to (hopefully? possibly? maybe?) resurrect my dead internet.I have a job upon which I rely to house, clothe, and feed my two childrenThe job is a telecommute, and I depend on fast, reliable internetI would have been fired long before Frontier's technician showed upThe shoddy customer service I received from Frontier seemed likely to continue (and similar situations were being reported on by thousands of other Frontier customers at its Facebook page)Frontier was *not [redacted] providing me with contracted services, and I reserve the right to take my business elsewhere if I'm not getting the services I pay a substantial sum of money for.I received no notification of this switchover from VerizonWhatever Frontier sent out to customers in January is moot: my service was installed in February, and at **no point whatsoever [redacted] was I informed that Verizon would not be providing my service after April As to Frontier's "communication strategy," I received no "targeted media," and any TV spots Frontier may have paid for in my region are also moot, since I barely watch live TV and – like everybody else – I fast-forward through the advertisements when I catch up with recorded TVBillboards? I watch the road when I drive: I don't look at billboards.Per my Verizon contract, "if Verizon terminates or ceases to offer services to your location,you shall not be liable to pay the ETF." Dealing with Frontier's so-called "customer service team" has been frustrating and stressfulI have incurred extra costs (replacement internet service, the cost of an indoor antenna so my children can watch TV)Frontier technicians I’ve seen locally have told me this is happening because Frontier elected not to purchase Verizon's software, and that this mess will likely continue for *months*What about my rights as a consumer? Again, if I purchased a branded item online, and then was sent a shoddy replica with a completely different brand, I would be within my rights to return the item, since it was misrepresented to me and was not what I had orderedThe service Frontier provided was not what I orderedAt a **bare minimum**, Frontier should not be attempting to charge me any kind of early termination fee Regards, [redacted]
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- Per bill received from Frontier, internet service dates of 8/10/- 9/9/were due no later than 9/5/ There was no willing pre-payment, this is mandatory, per Frontier's imposed billing system to avoid late charges and causing harm to one's credit If I was eligible to receive the discount through the end of my billing cycle, was still charged AND PAID through the end of my billing cycle (without this being the indication from customer service), why was the promotion removed from the account, only to penalize and charge me an additional amount? I not only saved Frontier network bandwidth, but then they charged me additional for subpar, half-functional service"Frontier advises that Ms [redacted] pre-paid for her services through September 9, 2017, the end of her billing cycle She would have been eligible to continue receiving service through the end of her billing cycle but elected to disconnect the service on August 25, 2017."- If Frontier had the intention of not honoring the promotion for the full time I was a cusstomer, customer service should have mentioned this instead of indicating my account needed no further action ***It is also IMPORTANT TO NOTE: I was receiving a "Valued Customer 75M/75M Upgrade" I did not sign up for this, or even request it I was on a month-to-month contract, as my year 50M/50M internet service package ran out early in and I did not renew, knowing I would not be in my house another years I was charged additional for A VALUED CUSTOMER UPGRADE FORCED UPON ME[redacted] "Frontier advises that Ms [redacted] was receiving a promotional discount for her internet service and after cancelling the service in the middle of the billing cycle, a partial month of the discount was charged back to the account."- Yes, and Mark and I have been playing phone tag I have called Mark and left him messages twice On Monday when I left a message, I let him know what my availability would be this week, which there is not much of, as some of the working population cannot spend time on the phone during business hours if they hope to keep their job Glad to see Frontier cares to invest time in cleaning this up from their Revdex.com score and away from the eyes of potential customers, when all it takes is better customer service and ethics up front"Frontier attempted to contact Ms [redacted] on October 4, 2017, October 5, 2017, and October 6, but has not received a response."Regards, [redacted] Jacobs
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.Frontier has resolve most of the issues I give them credit for promptly contacting me once this complaint was filed There is one additional issue that should be resolved soon but the technician is not available today Hopefully it will be resolved on Monday 6/20/ Additionally, I still believe that I am due a refund for the almost month that we have gone without the functionality we contracted for I would also like to say I really appreciate Melody and Tina who both have helped resolve this issue Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] states he requested disconnection of service sometime in May and his final billing statement is incorrectFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate there was not a request for disconnection of service within the month of May Frontier advises upon reviewing the account our records indicate there was not an order placed for disconnection of service in May Frontier advises upon reviewing the account our records indicate the account was disconnected for non-payment on June 13, 2017.Frontier advises upon reviewing the account our records indicate the final bill is the past due balance and charges for service through June 13, 2017.Frontier advises upon reviewing the account the final bill balance is valid.Frontier advises that Mr [redacted] to contact Credit Collection Services at ###-###-####Frontier has made several attempts to reach Mr***; however, Frontier has been unsuccessful in speaking with Mr*** 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 Ms [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that Ms [redacted] is experiencing slow internet speeds with her Frontier internet services Frontier has investigated the above statements and offers the following response: Frontier advises that it is continually working to improve its network and its customers experience, however, Frontier has no specific plans for upgrades in Ms [redacted] ’ area at this timeFrontier did lower the price of Ms [redacted] ’ Frontier internet service to $per monthFrontier spoke with Ms [redacted] and she is satisfied with this resolution We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The only thing I am still waiting for is the next bill, as so far no credit has been applied at allWhen I complained about that, I was told the credit would be oassed on to next month's billFrontier also assured me I could contact them again should there be another problem Regards, [redacted]
Frontier has investigated the above statements and offers the following response: • Frontier advises Mr [redacted] upgraded his phone and internet in the middle of a billing cycle• This caused the proration of service from 5/31/to 6/16/16, making the billing higher than any another other statement• In addition, Mr [redacted] was charged a $modem delivery fee, which was waived on July 1, At this time, the balance on the account is $• Going forward Mr [redacted] should anticipate a month charges of $plus taxes and surchargesWe trust that this information will assist you in closing this complaintWe regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she has experienced on and off issues with her Frontier landline service for yearsMs*** states that as the line is on top of the ground, every time it rains or the line is damaged, the service either goes out entirely or the connection is severely affectedMs [redacted] states that she has contacted Frontier on a number of occasions requesting to have the line buried, however this has still not happened Frontier has investigated the above statements and offers the following response: Frontier records confirm multiple phone related Trouble Reports on Ms***’s account related to outside line damageFrontier records confirm that upon first attempting to bury Ms***’s line, it was discovered that the damage was too extensive to bury until a new cable had been runFrontier confirms that effective today, 12/21/2017, Ms***’s line has been replaced and buriedFrontier has reached out to Ms [redacted] to provide direct contact information in case she has further trouble 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 has investigated the above statements and offers the following response: As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed Service subject to availability.” As a result, Mrs [redacted] is subscribing to the service tier for speeds as fast as Mbps.Internet speeds are based on multiple variables including limitations of the computer and time of day.Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities Mrs***’s location is over from the nearest Frontier facilities Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mrs***’s area Frontier is providing the fastest Internet speed that it can provide at this location at this time Mrs [redacted] Frontier Digital Phone and High Speed Internet Max was under term pricing from December through December for a monthly reoccurring charge of $plus taxed and Dish charges Mrs [redacted] received time without service adjustment on the February statement in the amount of $ As a courtesy Frontier applied an adjustment to Mrs***’ account in the amount of $due to billing and inaccurate information When Mrs [redacted] initially contacted Frontier retention department she was offered phone for $and Internet for $with a $modem fee making the monthly reoccurring charges $plus tax and Dish charges A Frontier consultant has been in direct contact with Mrs [redacted] and advised a $credit for the months is not warranted Mrs [redacted] now has Frontier Digital phone unlimited for $and Frontier Internet for for a monthly reoccurring charge in the amount of $plus tax and Dish for monthsWe regret any inconvenience that Mrs [redacted] may have experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: We successfully reached Mr [redacted] and advised the account has been cleared to a zero balance Please allow days for the credit report to update 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 attention The Complaint states that: Mr [redacted] advises he has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on February 7, and Mr [redacted] confirmed that billing issue was resolved.Frontier confirmed adjustment issued and has set follow up to ensure bill accuracy 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
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: [redacted] states she has been without Internet and phone service since the transition from Verizon to FrontierFrontier has investigated the above statements and offers the following response:Frontier advises a Trouble Ticket was completed on May 20, Frontier advises the cause was equipment failure on the outside due to the transition from Verizon to Frontier Frontier advises a credit in the amount of $was applied to ***’s account today, May 25, Frontier has provided [redacted] with a direct contact number for any future issues she may have Frontier advises [redacted] of all the above.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 have reviewed the information provided from Frontier and the issue is not resolved as some of the information is not accurateThe balance brought over to their system was due to having had an agreement with ATT U-VerseAutomatic payments were set up with ATT and when Frontier bought them out I was not informed of the change until one day I turned on the TV and it said Frontier on the Screen My billing information was transferred over to Frontier from ATT and automatic withdraws continued on a monthly basis until I cancelled auto pay on 2/10/15, due to finding the amount of $was removed from my bank account because a payment had not been removed via auto pay in JanuaryI confirmed this information with a customer service representative over the phone at ###-###-####I did receive a letter from Frontier a few weeks AFTER a double payment was removed in February without my knowledge This notice went out to customers Attention Connecticut Customers: With the transition from ATT to Frontier Billing systems, we are in the process of aligning your billing cyclesThis may cause you to receive a bill before the previous bill was due Your Monthly Statement Is Now Available Your monthly statement for your account is now available and your payment of is due, which will be processed using your Auto Pay settings on fileYou do not need to take any action at this time, but we encourage you to regularly log into Frontier Online Bill Pay to view your billing history and review important customer notices I cancelled my service with Frontier on 3/4/ due to moving to another location and having had such poor customer serviceI pay all bills online through [redacted] Bill Pay that are not set up on auto pay The payments removed via auto pay appear different on my bank statement than ones that I make via phone or the banks websiteI did not receive a final bill for service in February, which is why it was never paidAll of my mail has been forwarded from my old address to my new one without issue, except for this final billHad I received a bill it would have been paid promptly and there would not have been a negative report on my credit scoreI see that my status for this issue from the credit bureau has been “updated” to shows that it has been paidHowever, I want it REMOVED from my credit report as this should not have been an issue in the first place 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] states Frontier downgraded his Internet by mistake and he has been trying to upgrade the speed to what it was for approximately one monthMr [redacted] states he has spoken with many people at Frontier and his Internet is not restored.• Mr [redacted] states the lower speed has caused data overages on his phone and his wife runs a business and uses the Internet for a large portion of that business.Frontier has investigated the above statements and offers the following response: • Account review shows Mr [redacted] had an Internet only account with broadband ultra (speeds as fast as 12M) Mr [redacted] ’s account was suspended on 1/12/and disconnected for non-payment on 1/30/ Account review shows Mr [redacted] made payment in full on 1/31/17, however because the account was already disconnected a new install order had to be placed• A new internet order was established on 2/2/for broadband lite, which was the only speed showing available out of this location at the time the order was writtenOn 2/20/17, Mr [redacted] ’s service was upgraded to broadband max Subsequent orders were placed to upgrade Mr [redacted] to broadband ultimate (speeds as fast as 24M), however these orders to upgrade continued to error, advising this speed was not available which caused further delays An engineering ticket was placed to qualify Mr [redacted] for his previous speed broadband ultra • Account review shows the order to upgrade Mr [redacted] back to his original speed, broadband ultra completed on 3/7/17.• Frontier provided Mr [redacted] a $courtesy adjustmentWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations
Thank you for referring the complaint of [redacted] Regarding his business account [redacted] Orthodontics to our office for review We appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:• Mr [redacted] states he signed up with a VOIP service provider in 2015, that he had a contract with Frontier until April of and planned on discontinuing all his Frontier services after the contract expiredMr [redacted] states he forwarded his main business line to his VOIP service• Mr [redacted] states From April to October his other provider attempted to port his number and the requests were denied by Frontier• Mr [redacted] states he was advised he was unable to port his number due to an unlimited package that was on his account• Mr [redacted] states the number was being forwarded to his VOIP number which was long distance but he had no way of receiving calls on his Frontier number because his phone system had been changed out to the VOIP service Mr [redacted] states he agreed to remove the unlimited plan so he could port the number Mr [redacted] states he was subsequently billed approximately $in long distance calls from the time the plan was removed until the number was ported because he did not have long distance on his line.• Mr [redacted] states his rates increased because he wasn’t under a contract and he would not have paid an additional $1,if Frontier had released his number in April Mr [redacted] wants Frontier to recalculate his bill for a period of months at the reduced contractual rate because Frontier would not release the numberFrontier has investigated the above statements and offers the following response:• Account review shows Mr [redacted] had business lines and Internet under a term agreement from 4/21/15-4/20/ • Frontier’s carrier services received an original port request on 6/3/16, and an automatic denial was sent to the other provider because the consumer had a simply unlimited plan on his line, Frontier subsequently received a cancellation request from the other provider on 7/17/to cancel the port request Mr [redacted] contacted Frontier initially in June regarding porting issues he stated he was experiencing and he was referred to his incoming provider regarding the reason for the failure • Account review shows an order was placed on 9/12/to remove the unlimited long distance plan on Mr [redacted] ’s line so he could port his services • Mr [redacted] no longer had a long distance plan and was billed for calls he was forwarding from 9/12/when the plan was removed until the line was ported on 10/11/ These calls were forwarded to a long distance numberA Frontier agent submitted an adjustment request to rerate the calls however the adjustment was denied as invalidThis was due to Mr [redacted] having removed the long distance to port his number and Frontier not receiving the port request from the other provider until 10/4/with a due date of 10/11/Mr [redacted] would be responsible for any calls made during this period Frontier is not responsible for the programming of office equipment set up with the other provider or how it routes calls• Mr [redacted] was receiving a monthly credit of $and $during his term for having the unlimited long distance phone plans and Internet double play (phone and Internet bundle) Account review shows the $credit was removed on the 5/10/billing statement after the term expiredAccount review shows Mr [redacted] placed subsequent orders to remove his Internet and his additional lines on 5/25/and 6/14/leaving only the main lineMr [redacted] ’s remaining line did not qualify for any discounts as he no longer had a bundle Frontier did provide Mr [redacted] with a $courtesy credit base on porting issues he states he experienced which was applied to his 9/10/billing statementNo additional credit would be due.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises she disconnected her services and was advised there would be no partial refund for the days not usedFrontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] is still within the time frame to receive her partial days not used Frontier will follow up on September billing and do a manual credit if the system did not do an auto credit for partial days not used.Frontier spoke with Ms [redacted] on August 29, and explained the aboveWe 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
Internet service speeds are based upon many factors, including network congestion, customer location (depending on the distance from Frontier’s closest facilities), customer equipment, and WiFi network interference Internet speeds may also vary over time Frontier continues to work toward a solution that will improve Mr [redacted] ’s Internet service It is our expectation that Frontier will upgrade the network in the Spring Creek/Elko area; however an estimated date of any system upgrades has not yet been determined Frontier periodically revises the products and services offered in each of our service areasWe encourage the customer to reach out to our Customer Services Department to ensure that they are on the best package of phone, internet and TV services for their needsFrontier Customer Services can be reached at ###-###-####
Frontier CommunicationsThank you for referring the complaint of Christopher [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] states he was temporary disconnected on August 02, Once he has made a payment to restore the services it was not restored within 24- hours as promisedMr [redacted] would like services restoredFrontier has investigated the above statements and offers the following response:Frontier review Mr [redacted] account, it shows there was a repair issue with getting the services restoredFrontier has placed a trouble ticket on August 5, 2017.Frontier has restored the customer internet service on August 8, 2017.Frontier has called Mr***, advised a credit will be placed from Aug 5, through August 8, of $for the time of not having the serviceFrontier has also issued an $inconvenience credit to Mr***’s accountWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: Shaneshia R [redacted] Department: Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that he enrolled in Frontier’s cable servicesWhen he signed up for the services he was not informed of the installation feesWhen he signed up for the cable he was told that he would have certain channels in high definition that he did not have after the installation was completeMr [redacted] states that when he received his first bill it was not what he agreed toHe only had the services for three weeks and his bill is over $Frontier has investigated the above statements and offers the following response: Frontier advises that when Mr [redacted] signed up for the cable and Internet services, he was misquoted and was charged installation feesFrontier has issued a credit for all of the installation feesThe total credit for the installation fees was $Frontier also issued a credit for the termination fee of $that occurred when the customer disconnected the servicesMr [redacted] reported to Frontier on July 20, that his high definition channels in his living room did not work on the televisionFrontier put in a trouble ticket on July 20, to send a technician to the customer’s home to fix the high definition issue, but the customer canceled his services before the technician was able to get to his homeFrontier has issued a credit of $for the promotional credits that were missing on the accountFrontier has advised the customer that there is a credit that is due to him for $Mr [redacted] is aware that the refund check for the $will be mailed to him and he should receive it within 10-business days We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that his Frontier internet service has been running extremely slow, and he continues to lose connectionMr [redacted] advises that Frontier continues to inform him that he lives in an area of high demand and heavy congestion on the lineMr [redacted] advises that Frontier needs to fix the ongoing problem with the speed of his internet service and the frequent disconnects that he experiences Frontier has investigated the above statements and offers the following response: Frontier advises that the customer does live in an area of high demand and the internet service can be affected when multiple users are using the internet simultaneously.Frontier advises that a technician was dispatched to the Mr***’s home on June 1, and was able to get him connected to a better network device located in the nearest Frontier central office This eliminated the congestion issue and increased his speed significantlyFrontier spoke with Mr [redacted] on June 2, 2017, and the customer confirmed that the Frontier technician was able to mitigate the problem so that he now has a faster speed and does not experience disruptions in the service when he’s using he is using the internetWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Frontier **did [redacted] have several opportunities to "troubleshoot" my service concerns.As noted in my complaint, I made several calls to Frontier after April about issues with my TV service (missing On Demand features, DVR not recording scheduled programs for my children), and also about internet speeds that fell considerably below the 75/mbps speed I was paying for.Each time I called I (eventually) reached people overseas who were difficult to understand due to strong accents, and who seemed unable to parse what I was sayingThey insisted I ran through the same "troubleshooting" procedures that had already failed to solve the problemsEach time I called I was told that no record existed of my previous calls, and more than once I was abruptly disconnected from the callThe promise to call back if this happened was never honored.I reached my limits when I was informed (April 14) that I would have to wait a week for a technician to (hopefully? possibly? maybe?) resurrect my dead internet.I have a job upon which I rely to house, clothe, and feed my two childrenThe job is a telecommute, and I depend on fast, reliable internetI would have been fired long before Frontier's technician showed upThe shoddy customer service I received from Frontier seemed likely to continue (and similar situations were being reported on by thousands of other Frontier customers at its Facebook page)Frontier was *not [redacted] providing me with contracted services, and I reserve the right to take my business elsewhere if I'm not getting the services I pay a substantial sum of money for.I received no notification of this switchover from VerizonWhatever Frontier sent out to customers in January is moot: my service was installed in February, and at **no point whatsoever [redacted] was I informed that Verizon would not be providing my service after April As to Frontier's "communication strategy," I received no "targeted media," and any TV spots Frontier may have paid for in my region are also moot, since I barely watch live TV and – like everybody else – I fast-forward through the advertisements when I catch up with recorded TVBillboards? I watch the road when I drive: I don't look at billboards.Per my Verizon contract, "if Verizon terminates or ceases to offer services to your location,you shall not be liable to pay the ETF." Dealing with Frontier's so-called "customer service team" has been frustrating and stressfulI have incurred extra costs (replacement internet service, the cost of an indoor antenna so my children can watch TV)Frontier technicians I’ve seen locally have told me this is happening because Frontier elected not to purchase Verizon's software, and that this mess will likely continue for *months*What about my rights as a consumer? Again, if I purchased a branded item online, and then was sent a shoddy replica with a completely different brand, I would be within my rights to return the item, since it was misrepresented to me and was not what I had orderedThe service Frontier provided was not what I orderedAt a **bare minimum**, Frontier should not be attempting to charge me any kind of early termination fee Regards, [redacted]
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- Per bill received from Frontier, internet service dates of 8/10/- 9/9/were due no later than 9/5/ There was no willing pre-payment, this is mandatory, per Frontier's imposed billing system to avoid late charges and causing harm to one's credit If I was eligible to receive the discount through the end of my billing cycle, was still charged AND PAID through the end of my billing cycle (without this being the indication from customer service), why was the promotion removed from the account, only to penalize and charge me an additional amount? I not only saved Frontier network bandwidth, but then they charged me additional for subpar, half-functional service"Frontier advises that Ms [redacted] pre-paid for her services through September 9, 2017, the end of her billing cycle She would have been eligible to continue receiving service through the end of her billing cycle but elected to disconnect the service on August 25, 2017."- If Frontier had the intention of not honoring the promotion for the full time I was a cusstomer, customer service should have mentioned this instead of indicating my account needed no further action ***It is also IMPORTANT TO NOTE: I was receiving a "Valued Customer 75M/75M Upgrade" I did not sign up for this, or even request it I was on a month-to-month contract, as my year 50M/50M internet service package ran out early in and I did not renew, knowing I would not be in my house another years I was charged additional for A VALUED CUSTOMER UPGRADE FORCED UPON ME[redacted] "Frontier advises that Ms [redacted] was receiving a promotional discount for her internet service and after cancelling the service in the middle of the billing cycle, a partial month of the discount was charged back to the account."- Yes, and Mark and I have been playing phone tag I have called Mark and left him messages twice On Monday when I left a message, I let him know what my availability would be this week, which there is not much of, as some of the working population cannot spend time on the phone during business hours if they hope to keep their job Glad to see Frontier cares to invest time in cleaning this up from their Revdex.com score and away from the eyes of potential customers, when all it takes is better customer service and ethics up front"Frontier attempted to contact Ms [redacted] on October 4, 2017, October 5, 2017, and October 6, but has not received a response."Regards, [redacted] Jacobs
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.Frontier has resolve most of the issues I give them credit for promptly contacting me once this complaint was filed There is one additional issue that should be resolved soon but the technician is not available today Hopefully it will be resolved on Monday 6/20/ Additionally, I still believe that I am due a refund for the almost month that we have gone without the functionality we contracted for I would also like to say I really appreciate Melody and Tina who both have helped resolve this issue Regards, [redacted]