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] advises his monthly rate is billing higher than quoted Frontier has investigated the above statements and offers the following response: Research shows Mr [redacted] subscribes to Frontier FiOS Digital Voice $40.00, Frontier FiOS Digital Voice additional line $9.99, FiOS 50/data $for a total of $In addition, Mr [redacted] receives a $loyalty credit through 12/16/which brings the monthly rate to $ This excludes any additional services and applicable taxes and surcharges.Research determined Mr [redacted] subscribes to Inside Wire Maintenance for $andNon-published listing for $for a total of $before taxes and surchargesAccount records show credits totaling $were applied for the rate difference This reflects on bill date January 16, 2017.Records show Mr [redacted] billing correctlyHowever it was determined that Mr [redacted] was billed $for a long distance call As a courtesy the call was re-rated to $Please allow 1-bill cycles for the credit to reflect A Frontier representative spoke with Mr [redacted] who indicated satisfaction with the resolutionWe 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 Frontier Specialist: Amy B [redacted] Department: Consumer Relations
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] Although I have been communicating with someone at Frontier in an attempt to establish service, I do not yet have serviceGiven their track record, I would ask you to keep this complaint open until I actually have obtained service from themThank you
Thank you for referring the complaint of [redacted] to our office for review We appreciate him bringing this matter to our attention.In the complaint Mr [redacted] expressed concern regarding his request for the disconnection of service in October He stated the billing continued from Frontier and every request to stop billing a cancelled account was ignored.Our records indicate Mr [redacted] contacted Frontier multiple times and each time the account was documented about his previous request for the disconnection of service It was not until March 8, 2017, this account was disconnected The order was back dated to February 7, and credits were issued from 02/– 04/in the amount of $ The April 2, billing statement reflected a previous balance of $344.14, a credit of $was applied for the billing period (February – April 1) This credit reduced the balance to $ The customer forwarded a letter indicating he requested service disconnection on October 14, Our records failed to indicate any disconnection in October, as stated in the letter I have requested the balance due of $be credited back to the customer This balance was written off on May 20, For this reason, the credit has to complete the Executive Customer Review process and once they determine approval/denial; Mr [redacted] will be notifiedFinally, a request was submitted to delete any derogatory line of credit from Mr***’s credit report Again, once notification is received, Mr [redacted] will be notified.We sincerely apologize Mr***’s request was not honored at the time of request It has been explained all orders are processed via phone, as the letter submitted was received but it did not result in the disconnection of service, as this is not the process.Should Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Felicia T***Executive Customer Relations###-###-#### Ext [redacted] FRONTIER COMMUNICATIONS
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 Regards, [redacted] ***
Frontier Communications 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] is disputing his bill with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that they have issued a onetime credit of $for the technician field visit that Mr [redacted] was charged for.Frontier also has issued a credit of $for the days Mr [redacted] was out of service.Frontier called Mr [redacted] today and left him a message with all of the above informationWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter Frontier Specialist: Tami L** Department:
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 that he should have a zero balance on final billFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on March 28, and explained that Frontier issued credits to correct final bill amount Mr [redacted] is satisfied with the resolution and agreed to close the Revdex.com complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier Communications 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: Mr [redacted] advises his account with Frontier Communications was cancelled in July of Mr [redacted] reports he continued to be charged for services after disconnection and has a credit balance that has been pending for monthsMr [redacted] states Frontier agrees it should be credited back to him as he was advised that the Frontier system takes billing cycles before issuing out the refund Frontier has investigated the above statements and offers the following response: A Frontier Representative has successfully contacted Mr***After further investigation, Mr***’s account had been disconnected successfully on 09/28/Mr [redacted] was on automatic withdrawal but advised he had removed the automatic pay option himself per the Frontier websiteFrontier’s average refund process is typically billing cycles to ensure no further charges are owed by either partiesA previous representative was able to expedite the credit balance remaining on Mr***’s accountMr [redacted] will receive a refund check in the amount of $within 7-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 Frontier Specialist: Gabriela C [redacted] Department: Consumer Relations
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 is a business phone customer of Verizon’s until Frontier took over her account at the end of She made a couple of payments to her Verizon account by mistake and she called Verizon to get them credited to the right accountMy Verizon phones were disconnected and all inquiries were sent to FrontierShe called Frontier and they hung up on her many times before she was able to talk to someone and they told her they would investigateIn the mean time for three months while they were sending her bills totaling $Ms [redacted] states that she has changed her carrier and would like her checks credited to her Frontier account Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Ms [redacted] on several occasionsFrontier has left messages with our contact informationFrontier has not heard back from Ms [redacted] We have sent her a call me letter today 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] I am satisfied with the credit I have received for this last bill but my issue was beyond my last billing statement I spoke to Leslie at Frontier and have her direct number so if I should have any further issues, I can deal with her directly instead of dealing with multiple people who tell you different stories each timeI just hope this is my last issue with Frontier Regards, [redacted]
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised Frontier that she has a disagreement with her billing from Frontier Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on April 14, and advised we have reviewed her billing and adjusted some of the chargesTotal adjustment applied to account is $leaving the final balance at $We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: [redacted] states she called to have phone service connected to her summer cottage and she never received bills for it and the service was never installed [redacted] called Frontier to disconnect service that was never connected and wanted a refund for the two payments she did make even though the service wasn’t workingShe had paid the bills because she didn’t want it to affect her credit [redacted] states she paid $& with a $processing fee and wants to be reimbursed for both payments Frontier has investigated the above statements and offers the following response: Frontier found that when [redacted] ordered new service she stated it was imperative that her bill be mailed to her home in Pennsylvania not her cottage home and the representative failed to do thisCoaching was sent to address thisFrontier was in the process of refunding both payments but when Frontier called [redacted] on November 6, she stated she didn’t need the refund from Frontier because she disputed through her Discover card and they have already refunded her money [redacted] is satisfiedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that she has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that Frontier has attached her name to someone else’s bill and that it is affecting her credit score She also advises that since Frontier told her that a special investigation has to be done about the matter, she will end up losing her current Frontier services Ms [redacted] advises that her credit report needs to be corrected Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s name was not attached to another customer’s account Ms [redacted] was erroneously billed under two different account numbers One of the accounts was set up on October 26, 2016, when Ms [redacted] originally ordered Frontier internet and home phone services The order for those services had been placed incorrectly and should have been cancelled A second account was set up on November 1, and installed on November 7, 2016, but the original account never got cancelled As a result, the customer ended up getting billed under two different accounts Frontier advises that the $that was billed on the erroneous account did get credited back to the customer in full, and she is currently getting billed under the legitimate account only Frontier spoke with Ms [redacted] on April 26, and advised her that the balance of $had already been credited in full and deleted from her credit report as of April 13, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states they were billed an early termination fee when they upgraded their Internet servicesMs [redacted] advises that due to the incorrect billing of charges their services were suspendedMs [redacted] is requesting to have their current contract canceled due to poor serviceFrontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s complaint, and finds they were billed an early termination fee and the account was suspended in error due to a billing error.Frontier advises that the early termination fee as with late fees and reconnection fees have been adjusted to the account in the amount of $Frontier spoke with Ms [redacted] on May 8, to advise of the above information and that even though there was the billing error they do have a one-year agreement for their phone and internet services which remains validWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Revdex.com:Enrique "Henry" Aldape had reached out to me earlier todayHowever, there is still $5/month difference between what I have agreed and what they have offered as a solutionAfter the discussion, I decided not to further dispute the $1.99/month internet infrastructure surcharge although it was not presented nor notified by the agent or any previous billsHowever, I am still expecting the following monthly bill: ($[FiOS 150/150] - $Manual Credit)+ ($[Identity Security Bundle] - $Automatic Credit)+ ($[Internet Surcharge])+ Tax= $41.97+TaxBased on my understanding of the phone call, there will only be a $35/month manual credit on the first item, FiOS 150/150, instead of a $40/month creditHowever, Henry believes it was just a communication error over today's phone call and next month's bill will be billed as above, and advised me to wait for the upcoming bill and discuss with him if there are any issues, which I agreedI have attached the chat log with the original rep for your reference, the message from 8:09am and 8:10am towards the end of the chat detailed the $manual credit and the $automatic creditThank you very much for your help.Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he was charged after he cancelled his Frontier services on January 30, Frontier has investigated the above statements and offers the following response: Frontier advises that prior to termination, Mr [redacted] was billed and thus incurred charges through February 24, 2018, the end of the billing cycle.Frontier advises that Mr [redacted] was billed for an additional cycle running from February 25, through March 24, 2018, but all charges have been credited going back to February 24, Frontier advises that the customer’s final balance is $144.79, which includes the charges for the January 25, through February 24, billing cycle and the $disconnect fee.Frontier spoke with Mr***’s wife on April 12, and advised her of the above informationWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] has experienced issues with service installation at her new location for which Ms [redacted] is requesting compensationFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s original request for service could not be completed as the prior tenant still had working service at this locationFrontier was unable to advise Ms [redacted] of this matter as well as subsequent updates with respect to her installation request as the contact number that she provided was not a working numberMs [redacted] has not contacted Frontier in recent weeks to express interest in establishing Frontier services; therefore, no account has been established and no charges or services billed to Ms [redacted] Frontier apologizes for any inconvenience for this matter, however, no compensation is due Frontier left a message for Ms [redacted] and mailed a letter advising her to contact Amanda directly at ###-###-#### if she was still interested in Frontier service(s) We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe complaint states that: Ms [redacted] advises that she has paid for 100/Internet speed for the past year and did not realize she was only receiving 50/Internet speed do to the wrong equipment installed at her home after she upgraded her service Frontier has investigated the above statements and offers the following response: Frontier investigated and on December 7, a technician went to her home and replaced her equipment with new equipment that supports the 100/speed.Frontier advises that a credit in the amount of $has been applied to her account and will show on her next bill statement.Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message for Ms [redacted] that included direct contact information We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
A Frontier agent reviewed Ms***’s account and found that Frontier Secure was removed from Ms***’s account as of August 22, Ms***’s account had been adjusted for months of billing for Frontier Secure @ $per month total credit $ An additional adjustment was made in the amount of $due to his inconvenienceRecords show that Ms [redacted] spoke to another agent and a third adjustment was issued in the amount of $of which was pending approval at the time the initial response was made to the Revdex.comThe adjustment covered billing for Frontier Secure from November – August Voicemails were left in reference to the adjustment for a return call due to Ms [redacted] not answeringI spoke with Ms [redacted] today and explained that the adjustment had been denied and that's the reason why she didn't see it on her most recent billing statementI resubmitted the previous agent's request for credit and it has been approved and applied to Ms***'s balance The total amount of the credit is $including tax The credit will show on her September 28, billing statement.Ms [redacted] should contact the undersigned at his earliest convenience to discuss furtherWe trust that this information will assist in closing this complaint Sincerely, Shabrenia W [redacted] ###-###-####, Ext [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 she has a change of service on her account without her authorizationFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our record show that a different version of Frontier’s Security Bundle was changed on Ms [redacted] account.Frontier advises that it has removed the security bundle and has made the appropriate adjustment to the accountFrontier has spoken with Ms [redacted] on July19, 2017, and advised of removal of security bundle and adjustment made to the 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
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 do hope that as they stated that my credit issue would be corrected and that it isn't permanently affected 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] advises his monthly rate is billing higher than quoted Frontier has investigated the above statements and offers the following response: Research shows Mr [redacted] subscribes to Frontier FiOS Digital Voice $40.00, Frontier FiOS Digital Voice additional line $9.99, FiOS 50/data $for a total of $In addition, Mr [redacted] receives a $loyalty credit through 12/16/which brings the monthly rate to $ This excludes any additional services and applicable taxes and surcharges.Research determined Mr [redacted] subscribes to Inside Wire Maintenance for $andNon-published listing for $for a total of $before taxes and surchargesAccount records show credits totaling $were applied for the rate difference This reflects on bill date January 16, 2017.Records show Mr [redacted] billing correctlyHowever it was determined that Mr [redacted] was billed $for a long distance call As a courtesy the call was re-rated to $Please allow 1-bill cycles for the credit to reflect A Frontier representative spoke with Mr [redacted] who indicated satisfaction with the resolutionWe 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 Frontier Specialist: Amy B [redacted] Department: Consumer Relations
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] Although I have been communicating with someone at Frontier in an attempt to establish service, I do not yet have serviceGiven their track record, I would ask you to keep this complaint open until I actually have obtained service from themThank you
Thank you for referring the complaint of [redacted] to our office for review We appreciate him bringing this matter to our attention.In the complaint Mr [redacted] expressed concern regarding his request for the disconnection of service in October He stated the billing continued from Frontier and every request to stop billing a cancelled account was ignored.Our records indicate Mr [redacted] contacted Frontier multiple times and each time the account was documented about his previous request for the disconnection of service It was not until March 8, 2017, this account was disconnected The order was back dated to February 7, and credits were issued from 02/– 04/in the amount of $ The April 2, billing statement reflected a previous balance of $344.14, a credit of $was applied for the billing period (February – April 1) This credit reduced the balance to $ The customer forwarded a letter indicating he requested service disconnection on October 14, Our records failed to indicate any disconnection in October, as stated in the letter I have requested the balance due of $be credited back to the customer This balance was written off on May 20, For this reason, the credit has to complete the Executive Customer Review process and once they determine approval/denial; Mr [redacted] will be notifiedFinally, a request was submitted to delete any derogatory line of credit from Mr***’s credit report Again, once notification is received, Mr [redacted] will be notified.We sincerely apologize Mr***’s request was not honored at the time of request It has been explained all orders are processed via phone, as the letter submitted was received but it did not result in the disconnection of service, as this is not the process.Should Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Felicia T***Executive Customer Relations###-###-#### Ext [redacted] FRONTIER COMMUNICATIONS
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 Regards, [redacted] ***
Frontier Communications 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] is disputing his bill with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that they have issued a onetime credit of $for the technician field visit that Mr [redacted] was charged for.Frontier also has issued a credit of $for the days Mr [redacted] was out of service.Frontier called Mr [redacted] today and left him a message with all of the above informationWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter Frontier Specialist: Tami L** Department:
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 that he should have a zero balance on final billFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on March 28, and explained that Frontier issued credits to correct final bill amount Mr [redacted] is satisfied with the resolution and agreed to close the Revdex.com complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier Communications 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: Mr [redacted] advises his account with Frontier Communications was cancelled in July of Mr [redacted] reports he continued to be charged for services after disconnection and has a credit balance that has been pending for monthsMr [redacted] states Frontier agrees it should be credited back to him as he was advised that the Frontier system takes billing cycles before issuing out the refund Frontier has investigated the above statements and offers the following response: A Frontier Representative has successfully contacted Mr***After further investigation, Mr***’s account had been disconnected successfully on 09/28/Mr [redacted] was on automatic withdrawal but advised he had removed the automatic pay option himself per the Frontier websiteFrontier’s average refund process is typically billing cycles to ensure no further charges are owed by either partiesA previous representative was able to expedite the credit balance remaining on Mr***’s accountMr [redacted] will receive a refund check in the amount of $within 7-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 Frontier Specialist: Gabriela C [redacted] Department: Consumer Relations
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 is a business phone customer of Verizon’s until Frontier took over her account at the end of She made a couple of payments to her Verizon account by mistake and she called Verizon to get them credited to the right accountMy Verizon phones were disconnected and all inquiries were sent to FrontierShe called Frontier and they hung up on her many times before she was able to talk to someone and they told her they would investigateIn the mean time for three months while they were sending her bills totaling $Ms [redacted] states that she has changed her carrier and would like her checks credited to her Frontier account Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Ms [redacted] on several occasionsFrontier has left messages with our contact informationFrontier has not heard back from Ms [redacted] We have sent her a call me letter today 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] I am satisfied with the credit I have received for this last bill but my issue was beyond my last billing statement I spoke to Leslie at Frontier and have her direct number so if I should have any further issues, I can deal with her directly instead of dealing with multiple people who tell you different stories each timeI just hope this is my last issue with Frontier Regards, [redacted]
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised Frontier that she has a disagreement with her billing from Frontier Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on April 14, and advised we have reviewed her billing and adjusted some of the chargesTotal adjustment applied to account is $leaving the final balance at $We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: [redacted] states she called to have phone service connected to her summer cottage and she never received bills for it and the service was never installed [redacted] called Frontier to disconnect service that was never connected and wanted a refund for the two payments she did make even though the service wasn’t workingShe had paid the bills because she didn’t want it to affect her credit [redacted] states she paid $& with a $processing fee and wants to be reimbursed for both payments Frontier has investigated the above statements and offers the following response: Frontier found that when [redacted] ordered new service she stated it was imperative that her bill be mailed to her home in Pennsylvania not her cottage home and the representative failed to do thisCoaching was sent to address thisFrontier was in the process of refunding both payments but when Frontier called [redacted] on November 6, she stated she didn’t need the refund from Frontier because she disputed through her Discover card and they have already refunded her money [redacted] is satisfiedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that she has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that Frontier has attached her name to someone else’s bill and that it is affecting her credit score She also advises that since Frontier told her that a special investigation has to be done about the matter, she will end up losing her current Frontier services Ms [redacted] advises that her credit report needs to be corrected Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s name was not attached to another customer’s account Ms [redacted] was erroneously billed under two different account numbers One of the accounts was set up on October 26, 2016, when Ms [redacted] originally ordered Frontier internet and home phone services The order for those services had been placed incorrectly and should have been cancelled A second account was set up on November 1, and installed on November 7, 2016, but the original account never got cancelled As a result, the customer ended up getting billed under two different accounts Frontier advises that the $that was billed on the erroneous account did get credited back to the customer in full, and she is currently getting billed under the legitimate account only Frontier spoke with Ms [redacted] on April 26, and advised her that the balance of $had already been credited in full and deleted from her credit report as of April 13, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states they were billed an early termination fee when they upgraded their Internet servicesMs [redacted] advises that due to the incorrect billing of charges their services were suspendedMs [redacted] is requesting to have their current contract canceled due to poor serviceFrontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s complaint, and finds they were billed an early termination fee and the account was suspended in error due to a billing error.Frontier advises that the early termination fee as with late fees and reconnection fees have been adjusted to the account in the amount of $Frontier spoke with Ms [redacted] on May 8, to advise of the above information and that even though there was the billing error they do have a one-year agreement for their phone and internet services which remains validWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Revdex.com:Enrique "Henry" Aldape had reached out to me earlier todayHowever, there is still $5/month difference between what I have agreed and what they have offered as a solutionAfter the discussion, I decided not to further dispute the $1.99/month internet infrastructure surcharge although it was not presented nor notified by the agent or any previous billsHowever, I am still expecting the following monthly bill: ($[FiOS 150/150] - $Manual Credit)+ ($[Identity Security Bundle] - $Automatic Credit)+ ($[Internet Surcharge])+ Tax= $41.97+TaxBased on my understanding of the phone call, there will only be a $35/month manual credit on the first item, FiOS 150/150, instead of a $40/month creditHowever, Henry believes it was just a communication error over today's phone call and next month's bill will be billed as above, and advised me to wait for the upcoming bill and discuss with him if there are any issues, which I agreedI have attached the chat log with the original rep for your reference, the message from 8:09am and 8:10am towards the end of the chat detailed the $manual credit and the $automatic creditThank you very much for your help.Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he was charged after he cancelled his Frontier services on January 30, Frontier has investigated the above statements and offers the following response: Frontier advises that prior to termination, Mr [redacted] was billed and thus incurred charges through February 24, 2018, the end of the billing cycle.Frontier advises that Mr [redacted] was billed for an additional cycle running from February 25, through March 24, 2018, but all charges have been credited going back to February 24, Frontier advises that the customer’s final balance is $144.79, which includes the charges for the January 25, through February 24, billing cycle and the $disconnect fee.Frontier spoke with Mr***’s wife on April 12, and advised her of the above informationWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] has experienced issues with service installation at her new location for which Ms [redacted] is requesting compensationFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s original request for service could not be completed as the prior tenant still had working service at this locationFrontier was unable to advise Ms [redacted] of this matter as well as subsequent updates with respect to her installation request as the contact number that she provided was not a working numberMs [redacted] has not contacted Frontier in recent weeks to express interest in establishing Frontier services; therefore, no account has been established and no charges or services billed to Ms [redacted] Frontier apologizes for any inconvenience for this matter, however, no compensation is due Frontier left a message for Ms [redacted] and mailed a letter advising her to contact Amanda directly at ###-###-#### if she was still interested in Frontier service(s) We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe complaint states that: Ms [redacted] advises that she has paid for 100/Internet speed for the past year and did not realize she was only receiving 50/Internet speed do to the wrong equipment installed at her home after she upgraded her service Frontier has investigated the above statements and offers the following response: Frontier investigated and on December 7, a technician went to her home and replaced her equipment with new equipment that supports the 100/speed.Frontier advises that a credit in the amount of $has been applied to her account and will show on her next bill statement.Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message for Ms [redacted] that included direct contact information We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
A Frontier agent reviewed Ms***’s account and found that Frontier Secure was removed from Ms***’s account as of August 22, Ms***’s account had been adjusted for months of billing for Frontier Secure @ $per month total credit $ An additional adjustment was made in the amount of $due to his inconvenienceRecords show that Ms [redacted] spoke to another agent and a third adjustment was issued in the amount of $of which was pending approval at the time the initial response was made to the Revdex.comThe adjustment covered billing for Frontier Secure from November – August Voicemails were left in reference to the adjustment for a return call due to Ms [redacted] not answeringI spoke with Ms [redacted] today and explained that the adjustment had been denied and that's the reason why she didn't see it on her most recent billing statementI resubmitted the previous agent's request for credit and it has been approved and applied to Ms***'s balance The total amount of the credit is $including tax The credit will show on her September 28, billing statement.Ms [redacted] should contact the undersigned at his earliest convenience to discuss furtherWe trust that this information will assist in closing this complaint Sincerely, Shabrenia W [redacted] ###-###-####, Ext [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 she has a change of service on her account without her authorizationFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our record show that a different version of Frontier’s Security Bundle was changed on Ms [redacted] account.Frontier advises that it has removed the security bundle and has made the appropriate adjustment to the accountFrontier has spoken with Ms [redacted] on July19, 2017, and advised of removal of security bundle and adjustment made to the 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
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 do hope that as they stated that my credit issue would be corrected and that it isn't permanently affected Regards, [redacted]