Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] states she only requested one account but her online account shows she has twoMs*** states she made an incorrect payment to the wrong accountFrontier has investigated the above statements and offers the following response: Frontier advises we have closed out the second account and credited the $ balance to zero.Frontier does not show any payments made to the second account.Frontier was unsuccessful in reaching Ms [redacted] thru phone or e-mailWe 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
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] indicates service should have been transferred to a new address on October 8, 2016, but it was never completed Frontier has investigated the above statements and offers the following response: Frontier records confirm Ms***’s service was transferred to the new address on October 19, Ms [redacted] has been given appropriate out of service credits for services billed due to the delay in the transfer A Frontier Customer Service Representative and also a Technician made several attempts to contact Ms [redacted] and has been unable to reach her A letter and email were also sent to Ms [redacted] with direct contact information for the representative One message was received from Ms [redacted] with the best contact times and we have still have been unable to reach Ms*** In that message, Ms [redacted] stated the internet service was working, but not the telephone A trouble ticket has been opened which is scheduled to be worked on November 22, for the telephone service The Frontier Customer Service Representative will continue to assist Ms [redacted] with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again.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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has made multiple attempts to unbundle his DISH Network service and his service has not been unbundledMr [redacted] states that he went to one of Frontiers local stores and an agent was able to assist him in unbundling the service.Mr [redacted] states over the past couple of months he has been incurring late fees on his account.Mr [redacted] states that he is being billed for DISH Network service still on his account even though he is paying DISH Network directlyMr [redacted] states that he was billed a $early termination fee in error when he had telephone service prior with Frontier and it took six months for the bill to be corrected Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] did make multiple attempts to unbundle his DISH Network service starting January 21, 2017.Frontier advises that it was Frontier’s error that Mr [redacted] ’s DISH Network was not unbundled when he first requested the service to beFrontier advises that due to the DISH Network service still billing on Mr [redacted] ’s Frontier statement, Mr [redacted] is responsible for those charges and Frontier has paid DISH Network in advance for his television serviceFrontier advises that Mr [redacted] was billed late payment fees because his balance was not current on his Frontier account.Frontier advises that Mr [redacted] spoke with the local agent in the office on November 22, and the correct unbundling form was submittedFrontier advises that Mr [redacted] ’s November 16, statement was the last Frontier statement that contained Mr [redacted] ’s DISH Network charges.Frontier advises that Mr [redacted] ’s December 16, statement billed without DISH Network service.Frontier advises that the prior $early termination fee was from August 16, that Mr [redacted] was billed in error and Frontier corrected the statement and removed the fee on November 29, 2012.Frontier spoke with Mr [redacted] on February 2, and explained the information aboveFrontier applied a one-time courtesy credit of $for prior late fee chargesMr [redacted] has a zero balanceMr [redacted] is aware that his next billing statement will generate on February 16, Frontier explained that if Mr [redacted] payments stay current on his Frontier account then he will not receive a late fee in the future We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] contacted Frontier to negotiate new pricing as his previous Verizon pricing was scheduled to expire in October of Mr [redacted] did not agree with the offer given and advised he would be cancelling the account shortlyThat same day, a supervisor called him back with a better offer and he acceptedThe following month, Mr [redacted] received a bill for a higher amount than was agreed uponWhen he contacted Frontier to dispute this, he learned that his account number had been changed without his knowledge and therefore his auto-pay had not pulled due to still being active through the old account numberMr [redacted] would like the late fees and overcharges incurred to be removed from the balance due before he will submit another paymentFrontier has investigated the above statements and offers the following response: · Frontier has reviewed the call between Mr [redacted] and the original representative that placed the order to change his number on 8/26/When the representative provided her quote, Mr [redacted] stated that he would need some time to think and shop aroundThe call was disconnected after this statement, there was no mention of any changes in account numbers· Frontier has submitted the appropriate disciplinary feedback on the representative who made this change· Frontier has applied credit to Mr [redacted] ’s current balance in the amount of $for any late fees and over-charges incurred, and has reached out to Mr [redacted] to advise of the new corrected amount to pay by the 12/19/billing due date to bring the account to currentFrontier has also supplied a direct contact number to Mr [redacted] in case he has further questions or concerns regarding this matterWe 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: • [redacted] was over billed since opening their account with VerizonFrontier acknowledged this and was to credit two payments of $ • [redacted] agreed to a phone and internet package for $24.99, they asked if they could cancel phone service for an internet only account, Frontier told them it would be $more, so they declined • [redacted] has been over billed $for a phone they did not want • [redacted] was told by a technician that they were oversold (paying for a service Frontier could not provide to their area)Frontiers offline department reviewed it and that they could not provide written or emailed information on how they reached their judgment Frontier has investigated the above statements and offers the following response: • Frontier has found that [redacted] was credited $in July and $in September • Frontier has removed the phone service for an internet only account • Frontier has investigated [redacted] ’s physical address and advised we support internet speeds up to 768K/128k • Frontier has found [redacted] is billed correctly for their internet • Frontier has issued a credit for $for the over billed phone and $for being misquoted for a phone and internet bundle • Frontier has advised [redacted] the monthly charge will be $plus taxes and surcharges • Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter Frontier Specialist: Angela C [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ex Fax Number: ###-###-####
Thank you for referring the complaint of Lisa [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: • Ms [redacted] stated that when she called she was treated poorly by a Frontier agent • Ms [redacted] stated that the price she was given has never been on her statement• Ms [redacted] stated that she has never been fully compensated for the billing errors Frontier has investigated the above statements and offers the following response: • Frontier will provide necessary coaching to the agent(s) Ms [redacted] spoke to• Frontier records confirm that the price quoted has not printed on Ms [redacted] ’ s statement• Frontier records show that Ms [redacted] has been fully compensated for all billing errors and adjustments have posted to the account• Frontier record indicate that no additional adjustments are needed at this timeThe remaining balance owing on Ms [redacted] ’s account is valid and covers the September 3, bill cycleA Frontier agent has reached out to Ms [redacted] and provided direct contact information if she needs assistance in the futureWe 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
September 1, 2016Revdex.com ID#: [redacted] 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 attempt to transfer service from one location to another but was informed Frontier did not provide service at his new location He was advised his only cost would be for services used up to the date of cancellation and there would be no Early Termination Fee (ETF)Our records indicate the telephone number [redacted] was disconnected on July 8, Mr [redacted] subscribed to a bundle of services with an expiration date of May 7, The cancellation of the bundle prior to the date of expiration resulted in the ETF of $ This charge appeared on the July 10, billing statement It is imperative to note the term agreement was related to the address of the existing service and had no bearing on what service (s) were available at a new location However, Mr [redacted] was inaccurately informed and as a result the total credit of $was applied to the account on August 27, The September 10, billing statement should reflect the credit of $ We sincerely apologize for any difficulty Mr [redacted] has experienced as a result of the above matter.Frontier was unable to reach Mr [redacted] but left a message for him regarding the above information on September 1, 2016.Should Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia T***Executive Customer Relations###-###-#### EXT 111-3143FRONTIER COMMUNICATIONS
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he continues to be billed for service he disconnected August 4, Frontier has investigated the above statements and offers the following response: Mr [redacted] ported out his service from Frontier on August 4, 2017.Mr [redacted] has continued to receive states each month in error.Due to a system delay, Mr [redacted] ’s order to discontinue service on August 4, did not complete in Frontier’s billing system until December 22, 2017.Mr [redacted] will receive a closing statement showing a zero balance within 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 CommunicationsThank 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] requested to have service set up at a different address She is requesting credit due to incorrect package and the incorrect address on file, which delayed service.Frontier has investigated the above statements and offers the following response:Frontier apologizes for any inconvenience this may have caused.Frontier advises that we spoke with [redacted] on February 20, 2017.We applied $in credit to her account, which will reflect on a future statement within one to two billing cycles.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive Relations
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 will wait for the credit as stated in the resolution and if I don't see it, I will file another complaint Regards, [redacted]
The Complaint states that: Mr [redacted] advises that he had services installed on April 15, Shortly after the tech left the internet stopped workingMr [redacted] advises that when he called he was advised that the account was not set up completelyAfter several calls and reporting his service out of service, a month late Mr [redacted] decided to cancel his serviceMr [redacted] advises that he is being charged for services that he never receivedFrontier has investigated the above statements and offers the following response: Frontier advises that after a thorough audit of the account, there was no record found of the customer calling to advise that his internet service was not working following the date that the service was installedFrontier does not credit for unreported time out of serviceFrontier spoke to Mr [redacted] on June 28, to adviseMr [redacted] made his payment in full at this time
Frontier has investigated the complaint and offers the following response: Frontier completed repairs on Mr [redacted] ’ phone on May 6, 2016.Frontier issued a Time out of Service Credit for Mr [redacted] .A Frontier Customer Service Representative has contacted Mr [redacted] and confirmed that all services are properly functioning
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 Frontier advertises a basic internet service of 6mbps for $I am receiving 3mbps and pay the sameFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on February 27, and explained the Available Premium speed 3.0M/0.512M.Frontier explained that the price for the internet is in a Broadband max bracket 3m to 6mand the highest available speed at that address is 3.712M/640K As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed Service subject to availability.” As a result, Mr [redacted] is subscribing to the service tier for service as fast as Mbps and receives service as fast as MbpsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] was charged $for a modem that was shipped to him that he did not request to be shipped Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] spoke with the technical support department on September 15, who bounced the portConfirmed with Mrand Mrs [redacted] on October 4, that the upgrade in speed from mega bites to was completed successfully by bouncing the port so the new modem was unnecessary.Frontier has confirmed that Mr [redacted] was signed up for the installment billing plan to be charged $for three months for the modemThe plan would affect the September, October, and November statementsEach statement prints on sixteenth of the month so Frontier will credited the account October 5, for the September statement, October 10, and November 10, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] advises she has contacted Frontier several times to have her line buriedFrontier has investigated the above statements and offers the following response:We reached out to Ms [redacted] May 6, who confirmed the line is now buriedA technician was out and the work is complete 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 has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] is subscribed to Broadband Ultimate at $This price is locked in for three but has no contract or penalty for cancelling.A Frontier consultant contacted Mr [redacted] and advised of the above statements 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that Frontier promised a solution to make upgrades to his area earlier this year Frontier has investigated the above statements and offers the following response: Frontier investigated Mr [redacted] ’s complaint and has determined that Mr [redacted] resides in an area with surplus of Internet users that could be effecting Internet service speedsFrontier continues to work toward a solution that will improve Mr [redacted] ’s Internet serviceGiven that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completionFrontier advises that Mr [redacted] pays $per month for his Frontier Internet service, the lowest price availableFrontier spoke with Mr [redacted] on December 20, to review the results of Frontiers investigation into his 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
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: Frontier has investigated the above statements and offers the following response: A Frontier representative spoke with Mr [redacted] who indicated satisfactionWe 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 Telephone Number: [redacted] Fax Number: ###-###-####
Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference Customer speeds may vary over timeFrontier does not guarantee internet speeds
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] After much confusion due to the errors in billing, we were able to come to a satisfactory agreement for a final amount owed which I paid in full Since Frontier was able to resolve the billing errors, I feel that they have made a valid effort to improve their customer service, so I am now willing to consider using their services again in the futureMark (the Frontier customer service rep) is looking into a few final things for me, but as far as I'm concerned, at this point, I am pleased with his efforts and his ability to help resolve this matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] states she only requested one account but her online account shows she has twoMs*** states she made an incorrect payment to the wrong accountFrontier has investigated the above statements and offers the following response: Frontier advises we have closed out the second account and credited the $ balance to zero.Frontier does not show any payments made to the second account.Frontier was unsuccessful in reaching Ms [redacted] thru phone or e-mailWe 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
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] indicates service should have been transferred to a new address on October 8, 2016, but it was never completed Frontier has investigated the above statements and offers the following response: Frontier records confirm Ms***’s service was transferred to the new address on October 19, Ms [redacted] has been given appropriate out of service credits for services billed due to the delay in the transfer A Frontier Customer Service Representative and also a Technician made several attempts to contact Ms [redacted] and has been unable to reach her A letter and email were also sent to Ms [redacted] with direct contact information for the representative One message was received from Ms [redacted] with the best contact times and we have still have been unable to reach Ms*** In that message, Ms [redacted] stated the internet service was working, but not the telephone A trouble ticket has been opened which is scheduled to be worked on November 22, for the telephone service The Frontier Customer Service Representative will continue to assist Ms [redacted] with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again.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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has made multiple attempts to unbundle his DISH Network service and his service has not been unbundledMr [redacted] states that he went to one of Frontiers local stores and an agent was able to assist him in unbundling the service.Mr [redacted] states over the past couple of months he has been incurring late fees on his account.Mr [redacted] states that he is being billed for DISH Network service still on his account even though he is paying DISH Network directlyMr [redacted] states that he was billed a $early termination fee in error when he had telephone service prior with Frontier and it took six months for the bill to be corrected Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] did make multiple attempts to unbundle his DISH Network service starting January 21, 2017.Frontier advises that it was Frontier’s error that Mr [redacted] ’s DISH Network was not unbundled when he first requested the service to beFrontier advises that due to the DISH Network service still billing on Mr [redacted] ’s Frontier statement, Mr [redacted] is responsible for those charges and Frontier has paid DISH Network in advance for his television serviceFrontier advises that Mr [redacted] was billed late payment fees because his balance was not current on his Frontier account.Frontier advises that Mr [redacted] spoke with the local agent in the office on November 22, and the correct unbundling form was submittedFrontier advises that Mr [redacted] ’s November 16, statement was the last Frontier statement that contained Mr [redacted] ’s DISH Network charges.Frontier advises that Mr [redacted] ’s December 16, statement billed without DISH Network service.Frontier advises that the prior $early termination fee was from August 16, that Mr [redacted] was billed in error and Frontier corrected the statement and removed the fee on November 29, 2012.Frontier spoke with Mr [redacted] on February 2, and explained the information aboveFrontier applied a one-time courtesy credit of $for prior late fee chargesMr [redacted] has a zero balanceMr [redacted] is aware that his next billing statement will generate on February 16, Frontier explained that if Mr [redacted] payments stay current on his Frontier account then he will not receive a late fee in the future We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] contacted Frontier to negotiate new pricing as his previous Verizon pricing was scheduled to expire in October of Mr [redacted] did not agree with the offer given and advised he would be cancelling the account shortlyThat same day, a supervisor called him back with a better offer and he acceptedThe following month, Mr [redacted] received a bill for a higher amount than was agreed uponWhen he contacted Frontier to dispute this, he learned that his account number had been changed without his knowledge and therefore his auto-pay had not pulled due to still being active through the old account numberMr [redacted] would like the late fees and overcharges incurred to be removed from the balance due before he will submit another paymentFrontier has investigated the above statements and offers the following response: · Frontier has reviewed the call between Mr [redacted] and the original representative that placed the order to change his number on 8/26/When the representative provided her quote, Mr [redacted] stated that he would need some time to think and shop aroundThe call was disconnected after this statement, there was no mention of any changes in account numbers· Frontier has submitted the appropriate disciplinary feedback on the representative who made this change· Frontier has applied credit to Mr [redacted] ’s current balance in the amount of $for any late fees and over-charges incurred, and has reached out to Mr [redacted] to advise of the new corrected amount to pay by the 12/19/billing due date to bring the account to currentFrontier has also supplied a direct contact number to Mr [redacted] in case he has further questions or concerns regarding this matterWe 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: • [redacted] was over billed since opening their account with VerizonFrontier acknowledged this and was to credit two payments of $ • [redacted] agreed to a phone and internet package for $24.99, they asked if they could cancel phone service for an internet only account, Frontier told them it would be $more, so they declined • [redacted] has been over billed $for a phone they did not want • [redacted] was told by a technician that they were oversold (paying for a service Frontier could not provide to their area)Frontiers offline department reviewed it and that they could not provide written or emailed information on how they reached their judgment Frontier has investigated the above statements and offers the following response: • Frontier has found that [redacted] was credited $in July and $in September • Frontier has removed the phone service for an internet only account • Frontier has investigated [redacted] ’s physical address and advised we support internet speeds up to 768K/128k • Frontier has found [redacted] is billed correctly for their internet • Frontier has issued a credit for $for the over billed phone and $for being misquoted for a phone and internet bundle • Frontier has advised [redacted] the monthly charge will be $plus taxes and surcharges • Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter Frontier Specialist: Angela C [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ex Fax Number: ###-###-####
Thank you for referring the complaint of Lisa [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: • Ms [redacted] stated that when she called she was treated poorly by a Frontier agent • Ms [redacted] stated that the price she was given has never been on her statement• Ms [redacted] stated that she has never been fully compensated for the billing errors Frontier has investigated the above statements and offers the following response: • Frontier will provide necessary coaching to the agent(s) Ms [redacted] spoke to• Frontier records confirm that the price quoted has not printed on Ms [redacted] ’ s statement• Frontier records show that Ms [redacted] has been fully compensated for all billing errors and adjustments have posted to the account• Frontier record indicate that no additional adjustments are needed at this timeThe remaining balance owing on Ms [redacted] ’s account is valid and covers the September 3, bill cycleA Frontier agent has reached out to Ms [redacted] and provided direct contact information if she needs assistance in the futureWe 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
September 1, 2016Revdex.com ID#: [redacted] 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 attempt to transfer service from one location to another but was informed Frontier did not provide service at his new location He was advised his only cost would be for services used up to the date of cancellation and there would be no Early Termination Fee (ETF)Our records indicate the telephone number [redacted] was disconnected on July 8, Mr [redacted] subscribed to a bundle of services with an expiration date of May 7, The cancellation of the bundle prior to the date of expiration resulted in the ETF of $ This charge appeared on the July 10, billing statement It is imperative to note the term agreement was related to the address of the existing service and had no bearing on what service (s) were available at a new location However, Mr [redacted] was inaccurately informed and as a result the total credit of $was applied to the account on August 27, The September 10, billing statement should reflect the credit of $ We sincerely apologize for any difficulty Mr [redacted] has experienced as a result of the above matter.Frontier was unable to reach Mr [redacted] but left a message for him regarding the above information on September 1, 2016.Should Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia T***Executive Customer Relations###-###-#### EXT 111-3143FRONTIER COMMUNICATIONS
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he continues to be billed for service he disconnected August 4, Frontier has investigated the above statements and offers the following response: Mr [redacted] ported out his service from Frontier on August 4, 2017.Mr [redacted] has continued to receive states each month in error.Due to a system delay, Mr [redacted] ’s order to discontinue service on August 4, did not complete in Frontier’s billing system until December 22, 2017.Mr [redacted] will receive a closing statement showing a zero balance within 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 CommunicationsThank 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] requested to have service set up at a different address She is requesting credit due to incorrect package and the incorrect address on file, which delayed service.Frontier has investigated the above statements and offers the following response:Frontier apologizes for any inconvenience this may have caused.Frontier advises that we spoke with [redacted] on February 20, 2017.We applied $in credit to her account, which will reflect on a future statement within one to two billing cycles.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive Relations
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 will wait for the credit as stated in the resolution and if I don't see it, I will file another complaint Regards, [redacted]
The Complaint states that: Mr [redacted] advises that he had services installed on April 15, Shortly after the tech left the internet stopped workingMr [redacted] advises that when he called he was advised that the account was not set up completelyAfter several calls and reporting his service out of service, a month late Mr [redacted] decided to cancel his serviceMr [redacted] advises that he is being charged for services that he never receivedFrontier has investigated the above statements and offers the following response: Frontier advises that after a thorough audit of the account, there was no record found of the customer calling to advise that his internet service was not working following the date that the service was installedFrontier does not credit for unreported time out of serviceFrontier spoke to Mr [redacted] on June 28, to adviseMr [redacted] made his payment in full at this time
Frontier has investigated the complaint and offers the following response: Frontier completed repairs on Mr [redacted] ’ phone on May 6, 2016.Frontier issued a Time out of Service Credit for Mr [redacted] .A Frontier Customer Service Representative has contacted Mr [redacted] and confirmed that all services are properly functioning
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 Frontier advertises a basic internet service of 6mbps for $I am receiving 3mbps and pay the sameFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on February 27, and explained the Available Premium speed 3.0M/0.512M.Frontier explained that the price for the internet is in a Broadband max bracket 3m to 6mand the highest available speed at that address is 3.712M/640K As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed Service subject to availability.” As a result, Mr [redacted] is subscribing to the service tier for service as fast as Mbps and receives service as fast as MbpsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] was charged $for a modem that was shipped to him that he did not request to be shipped Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] spoke with the technical support department on September 15, who bounced the portConfirmed with Mrand Mrs [redacted] on October 4, that the upgrade in speed from mega bites to was completed successfully by bouncing the port so the new modem was unnecessary.Frontier has confirmed that Mr [redacted] was signed up for the installment billing plan to be charged $for three months for the modemThe plan would affect the September, October, and November statementsEach statement prints on sixteenth of the month so Frontier will credited the account October 5, for the September statement, October 10, and November 10, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] advises she has contacted Frontier several times to have her line buriedFrontier has investigated the above statements and offers the following response:We reached out to Ms [redacted] May 6, who confirmed the line is now buriedA technician was out and the work is complete 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 has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] is subscribed to Broadband Ultimate at $This price is locked in for three but has no contract or penalty for cancelling.A Frontier consultant contacted Mr [redacted] and advised of the above statements 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that Frontier promised a solution to make upgrades to his area earlier this year Frontier has investigated the above statements and offers the following response: Frontier investigated Mr [redacted] ’s complaint and has determined that Mr [redacted] resides in an area with surplus of Internet users that could be effecting Internet service speedsFrontier continues to work toward a solution that will improve Mr [redacted] ’s Internet serviceGiven that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completionFrontier advises that Mr [redacted] pays $per month for his Frontier Internet service, the lowest price availableFrontier spoke with Mr [redacted] on December 20, to review the results of Frontiers investigation into his 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
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: Frontier has investigated the above statements and offers the following response: A Frontier representative spoke with Mr [redacted] who indicated satisfactionWe 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 Telephone Number: [redacted] Fax Number: ###-###-####
Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference Customer speeds may vary over timeFrontier does not guarantee internet speeds
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] After much confusion due to the errors in billing, we were able to come to a satisfactory agreement for a final amount owed which I paid in full Since Frontier was able to resolve the billing errors, I feel that they have made a valid effort to improve their customer service, so I am now willing to consider using their services again in the futureMark (the Frontier customer service rep) is looking into a few final things for me, but as far as I'm concerned, at this point, I am pleased with his efforts and his ability to help resolve this matter