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 when he signed up for internet service from Frontier, he was told that the monthly rate would be $for the first year and then $for the second year and that he would also receive a $Visa gift cardMr [redacted] advises that when he received his first bill in January 2017, it came out to $ He then received his next bill in February with a total amount of $He also advises that every one of his monthly bills has been incorrect, going back to when his service first started in January 2017, and that the bills continue to reflect a past due balance carrying over from month to monthMr [redacted] advises that he needs to be credited for the amount that he was overbilled by FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] had been getting billed $each month for the internet service, and based on the account notes, should have been billed $per month This was a result of a promotional discount not being activated at the time the order was placed Frontier advises that the first bill was high because the customer was also billed $for a Personal Security Bundle and a $shipping and handling charge The bill cycle started January 10, 2017, so the customer was billed in advance for that billing cycle, plus $for a partial month of service dating back to the date that the service began, which was January 3, Frontier advises that the Personal Security Bundle was removed from Mr [redacted] ’s account on February 10, 2017, and backdated to February 1, 2017.Frontier advises that a credit was issued to the account in the amount of $on May 22, to erase the entire past due balance Frontier spoke with Mr [redacted] on May 22, 2017, and advised him that he will only need to pay his regular monthly charges of $for the May bill cycleMr [redacted] then requested cancellation of his Frontier internet service effective the final day of his billing cycle, which will be June 9, 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 [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises since the Verizon to Frontier migration on April 1, her billing has increased without explanation Frontier has investigated the above statements and offers the following response: Frontier advises an investigation of Ms [redacted] ’s account reveals that her bill increased due to a promotion that had expired on March 28, This was a $promotional credit that had ended, causing a $bill increaseFrontier advises a Frontier representative has attempted to contact Ms [redacted] , but remains unsuccessfulA letter with the representatives contact information has been sent to Ms [redacted] should she seek further resolution We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she filed a report with Frontier Communications starting on November 19, to get repairs made to their equipment so she could get the service she pays for each monthEach time Frontier calls her and tells her they fixed the lineBut she states that it is not fixedMs [redacted] states that she starting calling Frontier again in November about her landline and Internet going out againThey sent a technician out and he said he fixed the problem on December 12, The Internet still kept going off and on, but did not stay off for long periods of timeShe called Frontier again on December 19, and reported her landline out againThey told her that they would be out to fix it on December 20, 2016, but Frontier did not showShe called in to Frontier again to only find out that it would not be fixed that dayThey advised Ms [redacted] that they would escalate the trouble ticket due to medical issues with her husbandDuring this time of waiting for her service to get fixed, she never received a call from Frontier to tell her of the delaysThis bad service has been ongoing for at least three years and it is still not fixedAll she wants is to receive the service she pays for Frontier has investigated the above statements and offers the following response: Frontier has received four reports of outages with telephone and Internet from Ms [redacted] since October The latest outage was reported on December 19, Frontier submitted a repair ticket with a due date of December 23, Frontier reports that on December 28, there was no problem found on the lineThe appointment was missed on several days due to the work load in the areaFrontier spoke to Ms [redacted] on December 30, and she stated that the services were working todayMs [redacted] has received credits of $since October for the outages 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 complaint and offers the following response: Frontier completed the request for removal of the Frontier TV on April 23, 2016.Frontier issued a credit for Frontier TV from April back to April 8, when [redacted] originally requested.Due to the conversion from Verizon to Frontier; orders were delayed.Frontier contacted [redacted] regarding the credit and she was satisfied with the result
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 I am sadly disappointed with the overall customer service provided through Frontier and feel that I should not have to contact Revdex.com to obtain a resolution to a problem Regards, [redacted]
The Complaint states that: Mr [redacted] advises that he was promised a rate of $for his bundle, however his bundle is billing $Mr [redacted] advises that he is awaiting a label to return his DSL router after cancellation of serviceMr [redacted] believes that he is being billed an exorbitant cost for the three and a half weeks that he had Frontier internet service Frontier has investigated the above statements and offers the following response: Frontier advises that a thorough audit has been done to Mr [redacted] ***’s billBased on the period of time that Mr [redacted] utilized Frontier internet service, his billing is accurate, including the charges for his routerFrontier advises that a return label is not needed for his DSL routerIt is not necessary for Mr [redacted] to return his routerFrontier advises that we spoke to Mr [redacted] on October 17, to advise of the above
Frontier has investigated the above statements and offers the following response: Frontier advises that no credits are warrantedService is subject to availability and may not be determined until the date of the field visit We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory as of right now however if I receive another letter from Frontier stating that I am past due or receive another bill I will be filing a complaint, again Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for review We appreciate her bringing this matter to our attention.In the complaint Ms [redacted] expressed concern regarding multiple reports that Frontier did not provide FiOS TV or internet for the month of June, yet she was charged for the services She reported the trouble three times and three technicians were dispatched to her home but was unable to repair the service Our records indicate the customer did report trouble and records show the trouble ticket numbers included in the complaint are accurate However, there is no indication the customer was completely out of service The customer discontinued service June 30, but the billing statement for June generated on June 4, 2016, prior to the disconnection of service and the balance total was $The July 4, billing statement reflected the previous balance of $200.00, there was no payment received and the balance brought forward remained $ The current activity for July indicated the customer disconnected service June 30, and was credited for services billed in advance for the period June – July The customer was billed an Early Termination Fee of $56.63, which brought the current charge to $36.16.On August 22, a credit was issued in the amount of $for the month of June Unfortunately, the credit was denied on September 2, As of August 17, 2016, the credit was resubmitted for executive approval in the amount of $ The approval of this credit will clear the balance.We sincerely apologize for the difficulty Ms [redacted] experienced as a result of the above matter Should Ms [redacted] wish to discuss this matter further, I can be reached at 84-320- EXT 111-1343.Sincerely, Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS
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 On May 8th, when I spoke with a Frontier representative named Daniel (in Connecticut) I was requested to make a payment of $before they would be able to help me make any adjustments to my plan of serviceI made that payment immediately (confirmation # [redacted] ) I was also transferred to someone named Karen at 6:pm to complete the call That evening we had no internet service and have had none since then except for a hot spot that our son let us use of hisWe also have used the service of our daughter who lives miles from usThis is an inconvenience for us but we made the choice because of our financial situation [redacted] is a dairy farmer and [redacted] is a retired teacherI do not know why the billing service did not remove the charges from us until June 20th, but we did not have service after May 8thWe agree that there was a remaining balance of $We are willing to pay this amount and the cost of land line service for the months of May and June.We now realize that there was a $charge for early termination and we were shown that this disclaimer appears on the back page of the billHowever, we were not advised about this by the any representative that we spoke to on the phone or in any of the online chat sessions when we were seeking to resolve this matterWe have been loyal Frontier customers for at least yearsAs far as disconnection of the land line service for lack of payment, this occurred on our end on July 6th and July 10thWe were unable to call out after July 6th and we received no incoming calls after July 10thWe have repeatedly tried to resolve this issueWe are also both older than and the disconnect notice indicated that we would have more time to resolve the issue Regards, [redacted]
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] is disputing his final bill from FrontierFrontier has investigated the above statements and offers the following response: Frontier reviewed Mr [redacted] ’s account and determined that due to a system issue, Mr [redacted] was billed incorrectlyFrontier has issued an adjustment of $and the balance due on Mr [redacted] ’s account is $The final account balance covers charges from September 1, to September 30, 2017.Frontier advises that Mr [redacted] was pre bill for his services until the end of the account’s billing cycle.Frontier advises that attempts to reach Mr [redacted] were unsuccessfulFrontier sent an email to Mr [redacted] with direct contact 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
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 that after he was advised credit for the had been issued he received a collection letter from Frontier advising his account was seriously past due Frontier has investigated the above statements and offers the following response: Frontier advises that the credit of $has posted to Mr [redacted] ’s account and his August 22, billing statement reflects the credit and shows that Mr [redacted] ’s account has a zero balance.Frontier advised the collection notice went out prior to the credit posting to Mr [redacted] ’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 has investigated the above statements and offers the following response: Frontier advises that business account was brought to Frontier as is with no changes.Frontier advises that business account manager analyzed the bills from May through June the prices for the products had remained the same across the board and monthly reoccurring charges had not changed going from Verizon to Frontier.In June 2016, an analyst did note that what had changed was call usage which does effect the bill depending on the minutes used each month.With increased minutes used plus taxes and surcharges associated the charges would increase In turn, less usage, the bill would go down.In late September, Complex billing examined the account and concluded that Frontier has been charging for local calls that Verizon was not charging.Frontier requested a copy of Mr***’s Verizon contract, however, Mr [redacted] did not have it but did send a copy from his Verizon bill.A request has been submitted to match the pricing to Verizon and awaiting response Until recently, Frontier systems haven’t been able to change existing pricing to another amount and requires several departments to coordinate specific functions which is a lengthy process at this time.Frontier advises credits have been applied to the account since acquisition totaling $ Any additional credit, if applicable, will be determined by account manager once completely resolved
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe complaint states that: Mr [redacted] contacted Frontier to have a landline service disconnected in his mother’s name as she was going into assisted living and reopen it back in his name and was informed if he added Dish TV he would receive a $Amazon Gift card and seeing he would be switching from Direct TV he would be eligible for a $Gift card per Agent named Alex.Mr [redacted] advises that he was placed on hold and the Agent came back and said he could keep the same telephone number and still would qualify for the Amazon Gift card promotion.Mr [redacted] advises that he was told he would receive the gift cards by the middle of October, they were not received and called back into Frontier in November and was told by the middle of November he would have them Now it is December and still did not receive the cards He called back in Frontier and was advised that he did not qualify for the gift cards because he changed the name on the account instead of getting a new account with a new telephone number.Mr [redacted] advises that he then spoke with a supervisor at Frontier and advised that he was misinformedFrontier has investigated the above statements and offers the following response: Frontier advises that in order to receive the $Amazon Gift card offer the service needs to be a new customer with a new telephone number Frontier advises that Mr [redacted] qualified for a $Amazon Gift card for adding new Dish to his account Frontier did have an offer when you switch from Direct TV to Dish TV you receive a $Gift card that offered ended August, 2016.Frontier contacted Mr [redacted] and reviewed applicable billing and confirmed that Mr [redacted] is satisfied with the resolution and has a direct contact number if he should need anything in the future.Frontier advises that a credit in the amount of $will be issued every month for the next four months in a total of $starting January 4, 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 you bringing this matter to our attention The Complaint states that: • Customer monthly rate increased without her knowledge Frontier has investigated the above statements and offers the following response: • Our records indicate prior to Frontier purchasing Verizon, Mrs [redacted] was paying $for FiOS Digital Voice, $for FiOS 50/internet, $router fee, $for FiOS TV equipment package, & $for TV Local; which the TV Local only includes local channels in her area, + for a FDV Admin chargeThis was a total of $in monthly charges • Also, Mrs [redacted] received a $discount that was applied to her account from July 13, - July 12, This discount appeared every month her billing statement, along with the expiration date to notify the customer when it will expire, + a $discount off her FDV; which would have remain active unless any changes are made to the products on the accountThis gave Mrs [redacted] a monthly rate of $+ taxes; which brought her bill approximately around $a month • Once the $discount expired, it increased her overall monthly rate to $+ taxes • On January 19, 2017, [redacted] called Frontier regarding TV not working due to nonpayment, and disputing bill, stating it should be $Representative advised Mrs [redacted] that $discount had expired • In addition, Mrs [redacted] has received manual credits totaling $($appeared on her January 1, statement + an additional $that was recently applied to her account; which will appear on her February statement) • Remaining balance is $ • Services were ported out to another provider as of January 24, We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Attempts to close the account were started in February 2016, FRONTIER NEVER RESPONDED OR ANSWERED THEIR PHONE multiple times, that is why they have no record of contactI was out of contract and the service should have been canceled when it went days past due
Frontier has reviewed the account of Mr [redacted] and finds that he was billed on his March billing for tech isolation charges for a ticket worked on 2/22/· The first hour billed at $and the additional minutes billed at $as the technician did advise that inside work had to be done at the residence· On 7/27/the technician noted that the dial tone tested good to the building terminal and that the customer was trying to get a new inside wire hooked up for another line 782-· On 8/1/a technician again noted that inside wiring was done and billable charges would apply· This wiring for the two separate tickets did result in two charges in the amount of $each· Frontier finds all charges valid and no adjustments are warrantedThank You, Cindy M [redacted] Executive Consumer Relations
Thank you for referring the complaint of [redacted] and [redacted] to our office for reviewWe appreciate Mrand Mrs [redacted] bringing this matter to our attention The Complaint states that: • Mrand Mrs [redacted] state they had a power outage in the area on December 16, when the power came back on the FIOS router never came back onMrand Mrs [redacted] further state the service was out from December 16, through December 23, • Mrand Mrs [redacted] requested a sooner due date and were unsuccessful • Mrand Mrs [redacted] state they are seeking resolution and credit for their account for a month of services Frontier has investigated the above statements and offers the following response: • Frontiers notes state the technical support attempted to reboot the ONT and when unsuccessful requested field dispatch • Commitment time frames vary depending on multiple factors such as out of service status, time of the trouble report, number of technicians available, etc • Frontier records reflect that Mrand Mrs [redacted] received an out of service credit on December 23rd for service dated December 16, through December 23, Additionally on January 10, a credit was provided for a full month of service although the credit was not warranted We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrand Mrs [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer Relations
Per Frontier records, Mr [redacted] placed his order for service before the promotion actually started His order was placed on 6/29/and the promotion started on 7/1/ As a courtesy, a Frontier agent adjusted the account for one full month of FIOS Data fees which equated to $ Mr [redacted] is satisfied with the resolution He does understand that the adjustment will take up to two billing cycles to appear on his statement Case closed
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 when he signed up for internet service from Frontier, he was told that the monthly rate would be $for the first year and then $for the second year and that he would also receive a $Visa gift cardMr [redacted] advises that when he received his first bill in January 2017, it came out to $ He then received his next bill in February with a total amount of $He also advises that every one of his monthly bills has been incorrect, going back to when his service first started in January 2017, and that the bills continue to reflect a past due balance carrying over from month to monthMr [redacted] advises that he needs to be credited for the amount that he was overbilled by FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] had been getting billed $each month for the internet service, and based on the account notes, should have been billed $per month This was a result of a promotional discount not being activated at the time the order was placed Frontier advises that the first bill was high because the customer was also billed $for a Personal Security Bundle and a $shipping and handling charge The bill cycle started January 10, 2017, so the customer was billed in advance for that billing cycle, plus $for a partial month of service dating back to the date that the service began, which was January 3, Frontier advises that the Personal Security Bundle was removed from Mr [redacted] ’s account on February 10, 2017, and backdated to February 1, 2017.Frontier advises that a credit was issued to the account in the amount of $on May 22, to erase the entire past due balance Frontier spoke with Mr [redacted] on May 22, 2017, and advised him that he will only need to pay his regular monthly charges of $for the May bill cycleMr [redacted] then requested cancellation of his Frontier internet service effective the final day of his billing cycle, which will be June 9, 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 correct billing amount should be $per month
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises since the Verizon to Frontier migration on April 1, her billing has increased without explanation Frontier has investigated the above statements and offers the following response: Frontier advises an investigation of Ms [redacted] ’s account reveals that her bill increased due to a promotion that had expired on March 28, This was a $promotional credit that had ended, causing a $bill increaseFrontier advises a Frontier representative has attempted to contact Ms [redacted] , but remains unsuccessfulA letter with the representatives contact information has been sent to Ms [redacted] should she seek further resolution We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she filed a report with Frontier Communications starting on November 19, to get repairs made to their equipment so she could get the service she pays for each monthEach time Frontier calls her and tells her they fixed the lineBut she states that it is not fixedMs [redacted] states that she starting calling Frontier again in November about her landline and Internet going out againThey sent a technician out and he said he fixed the problem on December 12, The Internet still kept going off and on, but did not stay off for long periods of timeShe called Frontier again on December 19, and reported her landline out againThey told her that they would be out to fix it on December 20, 2016, but Frontier did not showShe called in to Frontier again to only find out that it would not be fixed that dayThey advised Ms [redacted] that they would escalate the trouble ticket due to medical issues with her husbandDuring this time of waiting for her service to get fixed, she never received a call from Frontier to tell her of the delaysThis bad service has been ongoing for at least three years and it is still not fixedAll she wants is to receive the service she pays for Frontier has investigated the above statements and offers the following response: Frontier has received four reports of outages with telephone and Internet from Ms [redacted] since October The latest outage was reported on December 19, Frontier submitted a repair ticket with a due date of December 23, Frontier reports that on December 28, there was no problem found on the lineThe appointment was missed on several days due to the work load in the areaFrontier spoke to Ms [redacted] on December 30, and she stated that the services were working todayMs [redacted] has received credits of $since October for the outages 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 complaint and offers the following response: Frontier completed the request for removal of the Frontier TV on April 23, 2016.Frontier issued a credit for Frontier TV from April back to April 8, when [redacted] originally requested.Due to the conversion from Verizon to Frontier; orders were delayed.Frontier contacted [redacted] regarding the credit and she was satisfied with the result
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 I am sadly disappointed with the overall customer service provided through Frontier and feel that I should not have to contact Revdex.com to obtain a resolution to a problem Regards, [redacted]
The Complaint states that: Mr [redacted] advises that he was promised a rate of $for his bundle, however his bundle is billing $Mr [redacted] advises that he is awaiting a label to return his DSL router after cancellation of serviceMr [redacted] believes that he is being billed an exorbitant cost for the three and a half weeks that he had Frontier internet service Frontier has investigated the above statements and offers the following response: Frontier advises that a thorough audit has been done to Mr [redacted] ***’s billBased on the period of time that Mr [redacted] utilized Frontier internet service, his billing is accurate, including the charges for his routerFrontier advises that a return label is not needed for his DSL routerIt is not necessary for Mr [redacted] to return his routerFrontier advises that we spoke to Mr [redacted] on October 17, to advise of the above
Frontier has investigated the above statements and offers the following response: Frontier advises that no credits are warrantedService is subject to availability and may not be determined until the date of the field visit We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory as of right now however if I receive another letter from Frontier stating that I am past due or receive another bill I will be filing a complaint, again Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for review We appreciate her bringing this matter to our attention.In the complaint Ms [redacted] expressed concern regarding multiple reports that Frontier did not provide FiOS TV or internet for the month of June, yet she was charged for the services She reported the trouble three times and three technicians were dispatched to her home but was unable to repair the service Our records indicate the customer did report trouble and records show the trouble ticket numbers included in the complaint are accurate However, there is no indication the customer was completely out of service The customer discontinued service June 30, but the billing statement for June generated on June 4, 2016, prior to the disconnection of service and the balance total was $The July 4, billing statement reflected the previous balance of $200.00, there was no payment received and the balance brought forward remained $ The current activity for July indicated the customer disconnected service June 30, and was credited for services billed in advance for the period June – July The customer was billed an Early Termination Fee of $56.63, which brought the current charge to $36.16.On August 22, a credit was issued in the amount of $for the month of June Unfortunately, the credit was denied on September 2, As of August 17, 2016, the credit was resubmitted for executive approval in the amount of $ The approval of this credit will clear the balance.We sincerely apologize for the difficulty Ms [redacted] experienced as a result of the above matter Should Ms [redacted] wish to discuss this matter further, I can be reached at 84-320- EXT 111-1343.Sincerely, Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS
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 On May 8th, when I spoke with a Frontier representative named Daniel (in Connecticut) I was requested to make a payment of $before they would be able to help me make any adjustments to my plan of serviceI made that payment immediately (confirmation # [redacted] ) I was also transferred to someone named Karen at 6:pm to complete the call That evening we had no internet service and have had none since then except for a hot spot that our son let us use of hisWe also have used the service of our daughter who lives miles from usThis is an inconvenience for us but we made the choice because of our financial situation [redacted] is a dairy farmer and [redacted] is a retired teacherI do not know why the billing service did not remove the charges from us until June 20th, but we did not have service after May 8thWe agree that there was a remaining balance of $We are willing to pay this amount and the cost of land line service for the months of May and June.We now realize that there was a $charge for early termination and we were shown that this disclaimer appears on the back page of the billHowever, we were not advised about this by the any representative that we spoke to on the phone or in any of the online chat sessions when we were seeking to resolve this matterWe have been loyal Frontier customers for at least yearsAs far as disconnection of the land line service for lack of payment, this occurred on our end on July 6th and July 10thWe were unable to call out after July 6th and we received no incoming calls after July 10thWe have repeatedly tried to resolve this issueWe are also both older than and the disconnect notice indicated that we would have more time to resolve the issue Regards, [redacted]
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] is disputing his final bill from FrontierFrontier has investigated the above statements and offers the following response: Frontier reviewed Mr [redacted] ’s account and determined that due to a system issue, Mr [redacted] was billed incorrectlyFrontier has issued an adjustment of $and the balance due on Mr [redacted] ’s account is $The final account balance covers charges from September 1, to September 30, 2017.Frontier advises that Mr [redacted] was pre bill for his services until the end of the account’s billing cycle.Frontier advises that attempts to reach Mr [redacted] were unsuccessfulFrontier sent an email to Mr [redacted] with direct contact 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
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 that after he was advised credit for the had been issued he received a collection letter from Frontier advising his account was seriously past due Frontier has investigated the above statements and offers the following response: Frontier advises that the credit of $has posted to Mr [redacted] ’s account and his August 22, billing statement reflects the credit and shows that Mr [redacted] ’s account has a zero balance.Frontier advised the collection notice went out prior to the credit posting to Mr [redacted] ’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 has investigated the above statements and offers the following response: Frontier advises that business account was brought to Frontier as is with no changes.Frontier advises that business account manager analyzed the bills from May through June the prices for the products had remained the same across the board and monthly reoccurring charges had not changed going from Verizon to Frontier.In June 2016, an analyst did note that what had changed was call usage which does effect the bill depending on the minutes used each month.With increased minutes used plus taxes and surcharges associated the charges would increase In turn, less usage, the bill would go down.In late September, Complex billing examined the account and concluded that Frontier has been charging for local calls that Verizon was not charging.Frontier requested a copy of Mr***’s Verizon contract, however, Mr [redacted] did not have it but did send a copy from his Verizon bill.A request has been submitted to match the pricing to Verizon and awaiting response Until recently, Frontier systems haven’t been able to change existing pricing to another amount and requires several departments to coordinate specific functions which is a lengthy process at this time.Frontier advises credits have been applied to the account since acquisition totaling $ Any additional credit, if applicable, will be determined by account manager once completely resolved
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe complaint states that: Mr [redacted] contacted Frontier to have a landline service disconnected in his mother’s name as she was going into assisted living and reopen it back in his name and was informed if he added Dish TV he would receive a $Amazon Gift card and seeing he would be switching from Direct TV he would be eligible for a $Gift card per Agent named Alex.Mr [redacted] advises that he was placed on hold and the Agent came back and said he could keep the same telephone number and still would qualify for the Amazon Gift card promotion.Mr [redacted] advises that he was told he would receive the gift cards by the middle of October, they were not received and called back into Frontier in November and was told by the middle of November he would have them Now it is December and still did not receive the cards He called back in Frontier and was advised that he did not qualify for the gift cards because he changed the name on the account instead of getting a new account with a new telephone number.Mr [redacted] advises that he then spoke with a supervisor at Frontier and advised that he was misinformedFrontier has investigated the above statements and offers the following response: Frontier advises that in order to receive the $Amazon Gift card offer the service needs to be a new customer with a new telephone number Frontier advises that Mr [redacted] qualified for a $Amazon Gift card for adding new Dish to his account Frontier did have an offer when you switch from Direct TV to Dish TV you receive a $Gift card that offered ended August, 2016.Frontier contacted Mr [redacted] and reviewed applicable billing and confirmed that Mr [redacted] is satisfied with the resolution and has a direct contact number if he should need anything in the future.Frontier advises that a credit in the amount of $will be issued every month for the next four months in a total of $starting January 4, 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 you bringing this matter to our attention The Complaint states that: • Customer monthly rate increased without her knowledge Frontier has investigated the above statements and offers the following response: • Our records indicate prior to Frontier purchasing Verizon, Mrs [redacted] was paying $for FiOS Digital Voice, $for FiOS 50/internet, $router fee, $for FiOS TV equipment package, & $for TV Local; which the TV Local only includes local channels in her area, + for a FDV Admin chargeThis was a total of $in monthly charges • Also, Mrs [redacted] received a $discount that was applied to her account from July 13, - July 12, This discount appeared every month her billing statement, along with the expiration date to notify the customer when it will expire, + a $discount off her FDV; which would have remain active unless any changes are made to the products on the accountThis gave Mrs [redacted] a monthly rate of $+ taxes; which brought her bill approximately around $a month • Once the $discount expired, it increased her overall monthly rate to $+ taxes • On January 19, 2017, [redacted] called Frontier regarding TV not working due to nonpayment, and disputing bill, stating it should be $Representative advised Mrs [redacted] that $discount had expired • In addition, Mrs [redacted] has received manual credits totaling $($appeared on her January 1, statement + an additional $that was recently applied to her account; which will appear on her February statement) • Remaining balance is $ • Services were ported out to another provider as of January 24, We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Attempts to close the account were started in February 2016, FRONTIER NEVER RESPONDED OR ANSWERED THEIR PHONE multiple times, that is why they have no record of contactI was out of contract and the service should have been canceled when it went days past due
Frontier has reviewed the account of Mr [redacted] and finds that he was billed on his March billing for tech isolation charges for a ticket worked on 2/22/· The first hour billed at $and the additional minutes billed at $as the technician did advise that inside work had to be done at the residence· On 7/27/the technician noted that the dial tone tested good to the building terminal and that the customer was trying to get a new inside wire hooked up for another line 782-· On 8/1/a technician again noted that inside wiring was done and billable charges would apply· This wiring for the two separate tickets did result in two charges in the amount of $each· Frontier finds all charges valid and no adjustments are warrantedThank You, Cindy M [redacted] Executive Consumer Relations
Thank you for referring the complaint of [redacted] and [redacted] to our office for reviewWe appreciate Mrand Mrs [redacted] bringing this matter to our attention The Complaint states that: • Mrand Mrs [redacted] state they had a power outage in the area on December 16, when the power came back on the FIOS router never came back onMrand Mrs [redacted] further state the service was out from December 16, through December 23, • Mrand Mrs [redacted] requested a sooner due date and were unsuccessful • Mrand Mrs [redacted] state they are seeking resolution and credit for their account for a month of services Frontier has investigated the above statements and offers the following response: • Frontiers notes state the technical support attempted to reboot the ONT and when unsuccessful requested field dispatch • Commitment time frames vary depending on multiple factors such as out of service status, time of the trouble report, number of technicians available, etc • Frontier records reflect that Mrand Mrs [redacted] received an out of service credit on December 23rd for service dated December 16, through December 23, Additionally on January 10, a credit was provided for a full month of service although the credit was not warranted We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrand Mrs [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer Relations
Per Frontier records, Mr [redacted] placed his order for service before the promotion actually started His order was placed on 6/29/and the promotion started on 7/1/ As a courtesy, a Frontier agent adjusted the account for one full month of FIOS Data fees which equated to $ Mr [redacted] is satisfied with the resolution He does understand that the adjustment will take up to two billing cycles to appear on his statement Case closed