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 him bringing this matter to our attention The Complaint states that: Mr [redacted] states he terminated his Frontier service on January 18, and was advised that is final bill would be $ He paid the $and when he received his March invoice it was $ He called and spoke to a Frontier representative who assured it was a billing error and it would be corrected with the next invoice Mr [redacted] advised his April invoice was $and he request credit Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that there was a billing error on Mr [redacted] ’s account A Frontier representative applied a credit to his account in the amount of $115.12.Frontier spoke with Mr [redacted] on April 21, to advise and he is satisfied 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 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
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
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
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 has not heard anything back from Frontier on her final bill that she does not agree with Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Ms [redacted] on several occasions, each time leaving messages with our contact informationWe have also sent a call me letter to her in attempt to have her return a call to FrontierFrontier has also sent an email to her explaining to her that the final bill is for August 13, through September 12, She disconnected on August 24, and was billed for a full month of service before her disconnection dateShe is responsible for the full month of service due to Frontier not prorating on the final billFrontier issued a credit towards the final bill of $Ms [redacted] was over charged for the promotional creditsMs [redacted] has a new balance of $Frontier emailed her to advise her of the balance owed 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] has been trying to get service installed since August 31, Ms [redacted] has had several no shows for appointmentsFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on October 5, and she is now satisfied the service is up and running to her satisfaction as of October 4, Frontier issued a credit for her current bill in the amount of $and also another $for her future billWe 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
Per Frontier records, Ms [redacted] is billing the correct rate Frontier has checked to see if any other offers were available to bring her price down and unfortunately, there aren't any at this time Ms [redacted] has also filed a complaint with our Legal Department of which will handle any further questions or concernsWe were unsuccessful with reaching Ms [redacted] to discuss our findings/resolution A representative from our Legal Department has been in contact with Ms [redacted] and will speak with her going forward.Thank you Case closed
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 In response to rejection of your findings from Frontier, they are lying! I called in six different times about the frequent disconnects with me DSL! I also sent three emails to internet support, with no reply! When I called in to disconnect the person that I talked to could see all the calls that I had made, and the fact that on 08/30/that the technician NEVER came to my house, even when there was an appointment madeI paid for service for three months and that service was horrible at best! Someone at Frontier is lying! Yes I did accept the Visa card when I had the service installed, and used it, but Frontier never provided service that worked correctlyFrontier NEVER had a technician come to my home to repair their serviceAlso I never received any type or kind of credit for my interrupted serviceEnd the end, I was paying Frontier for service that NEVER worked correctly! This is why I feel that the monies for the Visa card should be waived! My bill was $a month for something that didn't work! Also I have read the Revdex.com web page on Frontier Communications, and the customer satisfaction is terrible at best! Regards, [redacted] ***
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]
Frontier CommunicationsComplaint Number: Customer Name: Danielle Barajas Phone: 9516792965Thank you for referring the complaint of Danielle [redacted] to our office for reviewWe appreciate Danielle [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states she called in on 07/22/to have her services transferred to her new house and was given an install date of 07/31/2017.On 07/31/a technician did not show.Ms [redacted] discovered it was because there was still actives service from the prior residentMs [redacted] called in several times and was always given a different due date that was two weeks out.Ms [redacted] wants her services transferred immediately.Frontier has investigated the above statements and offers the following response:Frontier showed the services had been transferred on 08/09/2017.Frontier called and reviewed case with Ms [redacted] stating a credit of $had already been applied to the account, leaving a $balance.Frontier apologized for the inconveniences Ms [redacted] went throughWe 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: Dawn H [redacted] Department: Customer RelationsTelephone Number: [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
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] discontinued phone service with Frontier and has an internet only service.Frontier also reflect phone usage all days except October and 10, 2016Frontier reflects Ms [redacted] as having working internet since October 13, with active use.Frontier does have a current repair ticket in the system for Ms [redacted] ’s areaThis repair ticket is still active and will stay active to ensure all concerns have been resolvedFrontier finds no additional credits are due to Ms [redacted] A total credit of $has already been received on Ms [redacted] ’s account 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 Mr [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Frontier advises on March 11, the customer contacted our Customer Service department to disconnect his accountOur records indicate that the representative was having difficulties initiating the order due to a system issueOn March 13, an order was initiated to disconnect the accountPlease note Frontier bills through the end of the bill cycleCustomers were notified back in June that there was an update to the terms of serviceIn addition, subsequent bill notifications were sent in the August and September billing statementsOnce the Final bill is generated I will review Mr [redacted] ’s account and issue a manual credit adjustment from March 11th to March 13th, On March 19th and 22nd, I lefts message for Mr [redacted] and provided my contact number should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Customer Name: [redacted] Phone: ###-###-#### Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] closed her account on June 7th and when she received her final billing she was charged an early termination fee Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke to Ms [redacted] on August 23, The early termination fee was reversed and the account has a zero balance 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
Frontier CommunicationsThank 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 was promised $per month plus taxes, free DVR and router for one year, HBO free for six months, no contract and a $Amazon Gift CardShe states that her bill does not reflect these promisesFrontier has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that Ms [redacted] is being billed correctly for the services that she hasMs [redacted] was provided misinformation by the original Frontier sales agentMs [redacted] is currently paying $114.99/mo plus taxes and surcharges for her servicesMs [redacted] does still have the router for free, but the type of DVR that Ms [redacted] has does not qualify for the first year free promotionFrontier advises Ms [redacted] that her first bill of $is correct, it has one month billing of days in addition to proration from date of installation to bill cycleThe first bill is essentially for days of service plus taxesFrontier advises Ms [redacted] that the Amazon Gift card of $is sent via email after days of having Frontier service and paying her first bill in fullFrontier advises Ms [redacted] that she is not currently locked into a contract with a penalty feeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Austin B [redacted] Department: Executive Consumer Relations
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would like to know why Frontier is billing to the end of his bill cycle Mr [redacted] explained that he sold his home on July 31, and is being charged through the end of his bill cycle date of August 22, Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycleMr [redacted] can always stop the disconnect if he changes his mind.Frontier made several attempts to reach Mr [redacted] ; however, we have been unsuccessful in speaking with himFrontier emailed a ‘Please Contact Frontier’ letter to Mr [redacted] 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 him bringing this matter to our attention The Complaint states that: Mr [redacted] has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier 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 Mr [redacted] ’s area at this time We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] who is an authorized user on [redacted] ’s account to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:• Ms [redacted] states Frontier does not provide proper Internet service Ms [redacted] states she has experienced multiple missed appointments that resulted in lost wages and the Frontier technicians were not professional• Ms [redacted] states she has paid for months of additional data because her Internet service was not working for the past months • Ms [redacted] states she has filed multiple complaints and has received no response from Frontier.Frontier has investigated the above statements and offers the following response:• Account records indicate there are reports of Internet issuesMs [redacted] reported Internet trouble on 11/30/16, a trouble ticket was created with a commit date of 12/1/16, the appointment was missed and the customer was advisedFrontier dispatched a technic [redacted] on 12/2/and completed the repairAccount review shows Ms [redacted] contacted the Internet help desk on 12/12/regarding issues connecting her devices to the wireless network, it was confirmed the Internet was working There is no record of trouble reports prior to 11/30/ • Account review shows Ms [redacted] disconnected service with Frontier on 12/28/and was provided a compromise adjustment for the issues she experienced in the amount of $41.65, which was the balance on the 1/28/closing statement There is currently a zero balance on the accountFrontier does not provide compensation for data overages from another provider or lost wages.• Frontier cannot speak on behalf of the FTC (Federal Trade Commission), and Ms [redacted] would need to contact them directly or review their website regarding their complaint resolution proceduresWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations
Frontier Communications Frontier has received the following complaint : Ms [redacted] alleges that Frontier changed her telephone number without her knowledge and lost her service Frontier has investigated the above statements and offers the following response: Frontier has reviewed the call between the customer and the agent dated October 14, Ms [redacted] and the agent discussed the number change at length, including cost, non-published vsnon-listed number and effect on lifeline discounts The agent correctly advised Ms [redacted] that the number change would not affect either her service or her discount and quoted her $for one time change charge The telephone number change order was due dated for October 18, The Frontier agent did properly advise Ms [redacted] of the due date or the order numberFrontier records show that Ms [redacted] ’ internet was removed in error during the processing of her telephone number change The corrective process was discussed with Ms [redacted] and a decision was made to get her dial tone first and then work toward restoring the internet before restoring the telephone number Frontier was able to restore the telephone service on October 30, under the new telephone numberThe internet was then restored on November 2, After all services were restored in the home and all orders were posted, an order was placed to change the billing telephone back to the original number The order completed on November 8, Ms [redacted] ’ internet went down during the order process and a tech was dispatched The service was successfully restored on November 8, Frontier has spoken with the Ms [redacted] to confirm that the service is working on the original billing telephone number Frontier will continue to work with Ms [redacted] to ensure appropriate billing We trust that this information will assist you in closing this complaint We apologize for any inconvenience Ms [redacted] has experienced as a result of the above matter Frontier Specialist: Donna JM [redacted] Department: Consumer Relations Contact: ###-###-####
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 him bringing this matter to our attention The Complaint states that: Mr [redacted] states he terminated his Frontier service on January 18, and was advised that is final bill would be $ He paid the $and when he received his March invoice it was $ He called and spoke to a Frontier representative who assured it was a billing error and it would be corrected with the next invoice Mr [redacted] advised his April invoice was $and he request credit Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that there was a billing error on Mr [redacted] ’s account A Frontier representative applied a credit to his account in the amount of $115.12.Frontier spoke with Mr [redacted] on April 21, to advise and he is satisfied 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 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
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
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
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 has not heard anything back from Frontier on her final bill that she does not agree with Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Ms [redacted] on several occasions, each time leaving messages with our contact informationWe have also sent a call me letter to her in attempt to have her return a call to FrontierFrontier has also sent an email to her explaining to her that the final bill is for August 13, through September 12, She disconnected on August 24, and was billed for a full month of service before her disconnection dateShe is responsible for the full month of service due to Frontier not prorating on the final billFrontier issued a credit towards the final bill of $Ms [redacted] was over charged for the promotional creditsMs [redacted] has a new balance of $Frontier emailed her to advise her of the balance owed 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] has been trying to get service installed since August 31, Ms [redacted] has had several no shows for appointmentsFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on October 5, and she is now satisfied the service is up and running to her satisfaction as of October 4, Frontier issued a credit for her current bill in the amount of $and also another $for her future billWe 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
Per Frontier records, Ms [redacted] is billing the correct rate Frontier has checked to see if any other offers were available to bring her price down and unfortunately, there aren't any at this time Ms [redacted] has also filed a complaint with our Legal Department of which will handle any further questions or concernsWe were unsuccessful with reaching Ms [redacted] to discuss our findings/resolution A representative from our Legal Department has been in contact with Ms [redacted] and will speak with her going forward.Thank you Case closed
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 In response to rejection of your findings from Frontier, they are lying! I called in six different times about the frequent disconnects with me DSL! I also sent three emails to internet support, with no reply! When I called in to disconnect the person that I talked to could see all the calls that I had made, and the fact that on 08/30/that the technician NEVER came to my house, even when there was an appointment madeI paid for service for three months and that service was horrible at best! Someone at Frontier is lying! Yes I did accept the Visa card when I had the service installed, and used it, but Frontier never provided service that worked correctlyFrontier NEVER had a technician come to my home to repair their serviceAlso I never received any type or kind of credit for my interrupted serviceEnd the end, I was paying Frontier for service that NEVER worked correctly! This is why I feel that the monies for the Visa card should be waived! My bill was $a month for something that didn't work! Also I have read the Revdex.com web page on Frontier Communications, and the customer satisfaction is terrible at best! Regards, [redacted] ***
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]
Frontier CommunicationsComplaint Number: Customer Name: Danielle Barajas Phone: 9516792965Thank you for referring the complaint of Danielle [redacted] to our office for reviewWe appreciate Danielle [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states she called in on 07/22/to have her services transferred to her new house and was given an install date of 07/31/2017.On 07/31/a technician did not show.Ms [redacted] discovered it was because there was still actives service from the prior residentMs [redacted] called in several times and was always given a different due date that was two weeks out.Ms [redacted] wants her services transferred immediately.Frontier has investigated the above statements and offers the following response:Frontier showed the services had been transferred on 08/09/2017.Frontier called and reviewed case with Ms [redacted] stating a credit of $had already been applied to the account, leaving a $balance.Frontier apologized for the inconveniences Ms [redacted] went throughWe 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: Dawn H [redacted] Department: Customer RelationsTelephone Number: [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
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] discontinued phone service with Frontier and has an internet only service.Frontier also reflect phone usage all days except October and 10, 2016Frontier reflects Ms [redacted] as having working internet since October 13, with active use.Frontier does have a current repair ticket in the system for Ms [redacted] ’s areaThis repair ticket is still active and will stay active to ensure all concerns have been resolvedFrontier finds no additional credits are due to Ms [redacted] A total credit of $has already been received on Ms [redacted] ’s account 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 Mr [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Frontier advises on March 11, the customer contacted our Customer Service department to disconnect his accountOur records indicate that the representative was having difficulties initiating the order due to a system issueOn March 13, an order was initiated to disconnect the accountPlease note Frontier bills through the end of the bill cycleCustomers were notified back in June that there was an update to the terms of serviceIn addition, subsequent bill notifications were sent in the August and September billing statementsOnce the Final bill is generated I will review Mr [redacted] ’s account and issue a manual credit adjustment from March 11th to March 13th, On March 19th and 22nd, I lefts message for Mr [redacted] and provided my contact number should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Customer Name: [redacted] Phone: ###-###-#### Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] closed her account on June 7th and when she received her final billing she was charged an early termination fee Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke to Ms [redacted] on August 23, The early termination fee was reversed and the account has a zero balance 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
Frontier CommunicationsThank 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 was promised $per month plus taxes, free DVR and router for one year, HBO free for six months, no contract and a $Amazon Gift CardShe states that her bill does not reflect these promisesFrontier has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that Ms [redacted] is being billed correctly for the services that she hasMs [redacted] was provided misinformation by the original Frontier sales agentMs [redacted] is currently paying $114.99/mo plus taxes and surcharges for her servicesMs [redacted] does still have the router for free, but the type of DVR that Ms [redacted] has does not qualify for the first year free promotionFrontier advises Ms [redacted] that her first bill of $is correct, it has one month billing of days in addition to proration from date of installation to bill cycleThe first bill is essentially for days of service plus taxesFrontier advises Ms [redacted] that the Amazon Gift card of $is sent via email after days of having Frontier service and paying her first bill in fullFrontier advises Ms [redacted] that she is not currently locked into a contract with a penalty feeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Austin B [redacted] Department: Executive Consumer Relations
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would like to know why Frontier is billing to the end of his bill cycle Mr [redacted] explained that he sold his home on July 31, and is being charged through the end of his bill cycle date of August 22, Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycleMr [redacted] can always stop the disconnect if he changes his mind.Frontier made several attempts to reach Mr [redacted] ; however, we have been unsuccessful in speaking with himFrontier emailed a ‘Please Contact Frontier’ letter to Mr [redacted] 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 him bringing this matter to our attention The Complaint states that: Mr [redacted] has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier 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 Mr [redacted] ’s area at this time We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] who is an authorized user on [redacted] ’s account to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:• Ms [redacted] states Frontier does not provide proper Internet service Ms [redacted] states she has experienced multiple missed appointments that resulted in lost wages and the Frontier technicians were not professional• Ms [redacted] states she has paid for months of additional data because her Internet service was not working for the past months • Ms [redacted] states she has filed multiple complaints and has received no response from Frontier.Frontier has investigated the above statements and offers the following response:• Account records indicate there are reports of Internet issuesMs [redacted] reported Internet trouble on 11/30/16, a trouble ticket was created with a commit date of 12/1/16, the appointment was missed and the customer was advisedFrontier dispatched a technic [redacted] on 12/2/and completed the repairAccount review shows Ms [redacted] contacted the Internet help desk on 12/12/regarding issues connecting her devices to the wireless network, it was confirmed the Internet was working There is no record of trouble reports prior to 11/30/ • Account review shows Ms [redacted] disconnected service with Frontier on 12/28/and was provided a compromise adjustment for the issues she experienced in the amount of $41.65, which was the balance on the 1/28/closing statement There is currently a zero balance on the accountFrontier does not provide compensation for data overages from another provider or lost wages.• Frontier cannot speak on behalf of the FTC (Federal Trade Commission), and Ms [redacted] would need to contact them directly or review their website regarding their complaint resolution proceduresWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations
Frontier Communications Frontier has received the following complaint : Ms [redacted] alleges that Frontier changed her telephone number without her knowledge and lost her service Frontier has investigated the above statements and offers the following response: Frontier has reviewed the call between the customer and the agent dated October 14, Ms [redacted] and the agent discussed the number change at length, including cost, non-published vsnon-listed number and effect on lifeline discounts The agent correctly advised Ms [redacted] that the number change would not affect either her service or her discount and quoted her $for one time change charge The telephone number change order was due dated for October 18, The Frontier agent did properly advise Ms [redacted] of the due date or the order numberFrontier records show that Ms [redacted] ’ internet was removed in error during the processing of her telephone number change The corrective process was discussed with Ms [redacted] and a decision was made to get her dial tone first and then work toward restoring the internet before restoring the telephone number Frontier was able to restore the telephone service on October 30, under the new telephone numberThe internet was then restored on November 2, After all services were restored in the home and all orders were posted, an order was placed to change the billing telephone back to the original number The order completed on November 8, Ms [redacted] ’ internet went down during the order process and a tech was dispatched The service was successfully restored on November 8, Frontier has spoken with the Ms [redacted] to confirm that the service is working on the original billing telephone number Frontier will continue to work with Ms [redacted] to ensure appropriate billing We trust that this information will assist you in closing this complaint We apologize for any inconvenience Ms [redacted] has experienced as a result of the above matter Frontier Specialist: Donna JM [redacted] Department: Consumer Relations Contact: ###-###-####