Per Frontier records, Mr [redacted] has experienced several problems with FIOS Video and Data connections A Frontier agent spoke to Mr [redacted] He advised that the techs could never get the service to work as he was promisedHe didn't want to pay $for FIOS Data, so he decided to cancel serviceA Frontier agent cancelled the service with order # [redacted] ...agent advised that order is being backdated to Jan 25, I agreed to adjust the account for intermittent service...agreed to adjust TV programming due to several reported outages from 1/4/- 2/7/Per repair tickets # [redacted] , [redacted] , [redacted] and [redacted] Total credit $90.89(includes tax)...he also has a credit pending for HBO/premiums in the amount of $76.84(includes tax) Mr [redacted] has been advised to pay $101.38.Mr [redacted] is satisfied with resolution Case closed
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was advised that her balance would be cleared.Frontier has complied with this offer and zeroed out the account balanceWe 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 review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that her Frontier bills have had an upgrade charge of $on her bill every month since the transition from Verizon to FrontierMs [redacted] advises that Frontier was only able to credit her for months of the TV upgrade charges, which totaled $Frontier has investigated the above statements and offers the following response: Frontier advises that there have been TV upgrade charges on Ms [redacted] ’s bill going back to September 2015, prior to the conversion from VerizonFrontier advises that the TV upgrade charges are valid due to the increase in programming costs incurred by the provider Frontier also advises that the customer has not been in a contract or price guarantee, which means that the monthly rate for service is subject to change Frontier advises that on March 30, 2018, Ms [redacted] ’s account was credited $as a courtesy, and the Frontier agent was able to update the bundle package so that the upgrade charges will not be on the customer’s bills going forward.Frontier advises that Ms [redacted] can lower her monthly rate by switching from her older grandfathered Verizon bundle to a newer Frontier bundle.Frontier spoke with Ms [redacted] on April 9, and advised her of the above statementsWe 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] states he was advised that the charges for unauthorized DISH Network combined billing was to be adjusted and has incurred late fees while waiting for adjustment to be made to the Frontier accountFrontier has investigated the above statements and offers the following response: Frontier advises after reviewing the account that the balance from the combined services are validFrontier advises when an account is combined with DISH Network Frontier billing is in the front and DISH billing is in the rearUpon separation of the combined billing the past amount due is still owed to Frontier.Frontier advises it has spoken to Mr [redacted] on July 3, along with an DISH TV agent and explained the billing to Mr***.Frontier advises that it has made an adjustment to the late fees that the account has incurred during the billing dispute 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 reviewed the account of Mr [redacted] and finds that he disconnected his account on 1/26/17.Frontier does apologize for any miscommunication or inconvenience caused with Mr***’s service and has submitted an Online Payment Reversal Request in the amount of $44.12.Mr [redacted] can expect to see this reversal within 3-business days
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 be happy to get this ordeal behind us, it is funny to me that people couldn't figure out the problem but as soon as you contact them it is resolvedThey will only go back to Dec.29th even though we were without service from Dec.8th, saying they have no record..I'm not pushing it, I just want this over withThank you very much for your help! [redacted]
Frontier advises that the reminder notices issued for non-pay are automated responses that are generated that was issued as the billing adjustment has not posted as yetFrontier advises that a modem has was ordered today, 11/9/16, order confirmation number: [redacted] The modem is scheduled to arrive 11/11/
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I did recieve a voicemail but only an order number was provided and I have not recieved the batteryNo tracking number has been provided by email or phoneI also checked my inbox and junk mail to make surePlease confirm email address this has been sent toI was also told by Lori that a manager would be reaching out to me and I have yet to recieve a call Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that the speed of his Frontier internet service has been extremely slow, at megabits per second, and not adequate for the price that he pays per monthMr [redacted] advises that Frontier needs to increase his internet speed, at a more stable connectionFrontier has investigated the above statements and offers the following response: Frontier advises that a technician was sent out to Mr [redacted] ’s home on July 15, 2017, and advised the customer that megabits per second is the fastest speed available, based on the distance from his home to the nearest Frontier Central Office Frontier also advises that the technician offered him a replacement modem, which the customer declined Frontier spoke with Mr [redacted] on July 17, 2017, and advised him that a $monthly credit will be issued to his account for the next months, as a courtesy Starting with the next billing cycle, his monthly rate will go from $down to $ 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 his bringing this matter to our attention.The Complaint states that: Mr [redacted] ’s internet went out on December 13, Mr [redacted] called Frontier many times to report the problem, as well as communicating with Frontier via email and social mediaMr [redacted] requested credit for the service interruptionHe was offered $5.00, though it has been out most of the monthMr [redacted] requested services restored and credit for a month of serviceFrontier has investigated the above statements and offers the following response: The account indicated by account number [redacted] is currently in Frontier’s systems under the name [redacted] A Trouble ticket was generated for account [redacted] on December 15,This trouble ticket became the lead ticket in a common cause issue for the area, impacting more than just this accountFrontier was able to process a software upgrade to resolve the trouble ticket, though work was also required on several lines to re-route the servicesFrontier applied a credit in the amount of $to the account [redacted] on December 17, Frontier attempted to contact [redacted] on several occasions to advise of the credit and verify resolutionWe 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 matterFrontier Specialist: Brian M [redacted] Department: Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him for bringing this matter to our attentionThe Complaint states that:Mr [redacted] called Frontier to change his services to lower his bill, he was told he would have to pay a fee and sign a new contract for two years that would come with an Early Termination Fee if he cancelled service with FrontierMr [redacted] is not happy that he is billed rental fees for equipment such as router, TV boxes each month Frontier has investigated the above statements and offers the following response:Frontier spoke to Mr [redacted] and advised when in a bundle with an existing contract he can downgrade from a triple bundle to a double bundle with no penalty, but a new contract for the new bundle to receive bundle discounts would be required to keep cost down, if he chooses to keep only one service the penalty would apply and standalone service does not give discounts.Frontier explained the equipment has always been rental with warranty the same as it was with VerizonFrontier explained with the promotions existing on his account it may be in his best interest to stay as he is until his existing contract expires December 17, 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
Mr [redacted] submitted further feedback stating that he would like to be released from his contract due to the mis-information given In this instance, Frontier has agreed to waive Mr [redacted] 's termination fee for the current pricing agreement that has been applied to the account
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: On June 07, a technician was dispatchedThe technician advised that he spoke with the customer and the customer no longer wanted the service installedOn June 6th and 12th, I left messages 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
The Complaint states that: Ms [redacted] is disputing the billing for her services from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the package Mr [redacted] subscribes to is $plus taxes and surcharges Frontier attempted to reach Ms [redacted] to advise of the above information but was unsuccessful Frontier left message and email that included direct contact information
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: Customer disputes final account balance Frontier has investigated the above statements and offers the following response: Frontier contacted Ms [redacted] to resolve the issueMs [redacted] advised Frontier agent that she has already been assisted with the complaint and the issue was resolved, no further action needed 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] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] with [redacted] advises they received a bill for a phone book listing that was cancelled Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on October 25, 2017, and advised that credit in the amount of $has been issued for the billing errorThe refund should be received in approximately business days 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] T [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he is experiencing difficulties canceling his Frontier serviceMr [redacted] states that he has sent emails and called Frontier on several occasions but his service has not been cancelled Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on January 11, and cancelled his Frontier accountFrontier advised Mr [redacted] that he will have a $fee on his Frontier account until the Frontier Secure Smart Mesh WIFI Network dual pack equipment is returnedFrontier advised Mr [redacted] that a return label has been sent to his address for the Frontier Secure Smart Mesh WIFI Network dual pack equipmentMr***’s return label will take seven to ten business days to receiveMr [redacted] 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 Ms***’s email Our response stands: In our original response, we already explained clearly that the parties need to part waysMs [redacted] should select another provider As explained, we are crediting Ms***’s remaining balance Frontier will not provide the credit bureaus with any negative information.As also explained, we notified Ms [redacted] that we will be terminating her Frontier Vantage TV, Voice and Internet servicesThis termination notice stands.Termination is scheduled to be effective November 20, 2017, unless she requests an earlier dateWe have been unable to identify the cause of problems Ms [redacted] has reported with her television service and her service repair calls do not appear to be reporting any new type of problemWe have been responding to them nonetheless pending termination Our good faith offer regarding her televisions still standsWe 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: 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] Frontier has agreed to honor the original price quoted for one year, JC at ###-###-#### ext [redacted] I will verify the next few statement and if correct will consider the matter resolvedThanks, ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] requested to remove the Non-Published listing on the Frontier account and this was not complete.Ms [redacted] was given a quote of $Internet and this has not reflected on the Frontier billMs [redacted] was quoted a reduction in her bill due to product changes and a new router but the billing has increased.Ms [redacted] phone plan increased from $to $without her knowledgeFrontier has investigated the above statements and offers the following response: Frontier investigated the account and found that Ms [redacted] has a grandfathered phone plan on the accountThe Digital Phone Bronze plan is not an eligible product for her to have the $high speed Internet price.Frontier printed on Ms [redacted] March 22, billing statement that there is a change in the area and Frontier has upgraded our broadband network to deliver greater Internet speeds and capacityDue to this change, the overall monthly bill may have an increase up to $on the broadband lite productMs [redacted] Internet did increase due to this change.Frontier contacted Ms [redacted] on May 11, 2016.Frontier removed the Non-Published listing charge.Frontier found that a promotion on the Frontier Digital Phone Bronze plan had been removed in error and Frontier will correct the billing charges until November 17, to fulfill the promotion time frame.Frontier apologizes for this inconvenience.Frontier applied a credit on the account for $to cover the two months of charges Ms [redacted] was over billed.Ms [redacted] can contact Amanda Ernst at 1-844-320-extension if there are further concernsWe 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
Per Frontier records, Mr [redacted] has experienced several problems with FIOS Video and Data connections A Frontier agent spoke to Mr [redacted] He advised that the techs could never get the service to work as he was promisedHe didn't want to pay $for FIOS Data, so he decided to cancel serviceA Frontier agent cancelled the service with order # [redacted] ...agent advised that order is being backdated to Jan 25, I agreed to adjust the account for intermittent service...agreed to adjust TV programming due to several reported outages from 1/4/- 2/7/Per repair tickets # [redacted] , [redacted] , [redacted] and [redacted] Total credit $90.89(includes tax)...he also has a credit pending for HBO/premiums in the amount of $76.84(includes tax) Mr [redacted] has been advised to pay $101.38.Mr [redacted] is satisfied with resolution Case closed
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was advised that her balance would be cleared.Frontier has complied with this offer and zeroed out the account balanceWe 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 review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that her Frontier bills have had an upgrade charge of $on her bill every month since the transition from Verizon to FrontierMs [redacted] advises that Frontier was only able to credit her for months of the TV upgrade charges, which totaled $Frontier has investigated the above statements and offers the following response: Frontier advises that there have been TV upgrade charges on Ms [redacted] ’s bill going back to September 2015, prior to the conversion from VerizonFrontier advises that the TV upgrade charges are valid due to the increase in programming costs incurred by the provider Frontier also advises that the customer has not been in a contract or price guarantee, which means that the monthly rate for service is subject to change Frontier advises that on March 30, 2018, Ms [redacted] ’s account was credited $as a courtesy, and the Frontier agent was able to update the bundle package so that the upgrade charges will not be on the customer’s bills going forward.Frontier advises that Ms [redacted] can lower her monthly rate by switching from her older grandfathered Verizon bundle to a newer Frontier bundle.Frontier spoke with Ms [redacted] on April 9, and advised her of the above statementsWe 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] states he was advised that the charges for unauthorized DISH Network combined billing was to be adjusted and has incurred late fees while waiting for adjustment to be made to the Frontier accountFrontier has investigated the above statements and offers the following response: Frontier advises after reviewing the account that the balance from the combined services are validFrontier advises when an account is combined with DISH Network Frontier billing is in the front and DISH billing is in the rearUpon separation of the combined billing the past amount due is still owed to Frontier.Frontier advises it has spoken to Mr [redacted] on July 3, along with an DISH TV agent and explained the billing to Mr***.Frontier advises that it has made an adjustment to the late fees that the account has incurred during the billing dispute 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 reviewed the account of Mr [redacted] and finds that he disconnected his account on 1/26/17.Frontier does apologize for any miscommunication or inconvenience caused with Mr***’s service and has submitted an Online Payment Reversal Request in the amount of $44.12.Mr [redacted] can expect to see this reversal within 3-business days
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 be happy to get this ordeal behind us, it is funny to me that people couldn't figure out the problem but as soon as you contact them it is resolvedThey will only go back to Dec.29th even though we were without service from Dec.8th, saying they have no record..I'm not pushing it, I just want this over withThank you very much for your help! [redacted]
Frontier advises that the reminder notices issued for non-pay are automated responses that are generated that was issued as the billing adjustment has not posted as yetFrontier advises that a modem has was ordered today, 11/9/16, order confirmation number: [redacted] The modem is scheduled to arrive 11/11/
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I did recieve a voicemail but only an order number was provided and I have not recieved the batteryNo tracking number has been provided by email or phoneI also checked my inbox and junk mail to make surePlease confirm email address this has been sent toI was also told by Lori that a manager would be reaching out to me and I have yet to recieve a call Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that the speed of his Frontier internet service has been extremely slow, at megabits per second, and not adequate for the price that he pays per monthMr [redacted] advises that Frontier needs to increase his internet speed, at a more stable connectionFrontier has investigated the above statements and offers the following response: Frontier advises that a technician was sent out to Mr [redacted] ’s home on July 15, 2017, and advised the customer that megabits per second is the fastest speed available, based on the distance from his home to the nearest Frontier Central Office Frontier also advises that the technician offered him a replacement modem, which the customer declined Frontier spoke with Mr [redacted] on July 17, 2017, and advised him that a $monthly credit will be issued to his account for the next months, as a courtesy Starting with the next billing cycle, his monthly rate will go from $down to $ 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 his bringing this matter to our attention.The Complaint states that: Mr [redacted] ’s internet went out on December 13, Mr [redacted] called Frontier many times to report the problem, as well as communicating with Frontier via email and social mediaMr [redacted] requested credit for the service interruptionHe was offered $5.00, though it has been out most of the monthMr [redacted] requested services restored and credit for a month of serviceFrontier has investigated the above statements and offers the following response: The account indicated by account number [redacted] is currently in Frontier’s systems under the name [redacted] A Trouble ticket was generated for account [redacted] on December 15,This trouble ticket became the lead ticket in a common cause issue for the area, impacting more than just this accountFrontier was able to process a software upgrade to resolve the trouble ticket, though work was also required on several lines to re-route the servicesFrontier applied a credit in the amount of $to the account [redacted] on December 17, Frontier attempted to contact [redacted] on several occasions to advise of the credit and verify resolutionWe 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 matterFrontier Specialist: Brian M [redacted] Department: Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him for bringing this matter to our attentionThe Complaint states that:Mr [redacted] called Frontier to change his services to lower his bill, he was told he would have to pay a fee and sign a new contract for two years that would come with an Early Termination Fee if he cancelled service with FrontierMr [redacted] is not happy that he is billed rental fees for equipment such as router, TV boxes each month Frontier has investigated the above statements and offers the following response:Frontier spoke to Mr [redacted] and advised when in a bundle with an existing contract he can downgrade from a triple bundle to a double bundle with no penalty, but a new contract for the new bundle to receive bundle discounts would be required to keep cost down, if he chooses to keep only one service the penalty would apply and standalone service does not give discounts.Frontier explained the equipment has always been rental with warranty the same as it was with VerizonFrontier explained with the promotions existing on his account it may be in his best interest to stay as he is until his existing contract expires December 17, 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
Mr [redacted] submitted further feedback stating that he would like to be released from his contract due to the mis-information given In this instance, Frontier has agreed to waive Mr [redacted] 's termination fee for the current pricing agreement that has been applied to the account
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: On June 07, a technician was dispatchedThe technician advised that he spoke with the customer and the customer no longer wanted the service installedOn June 6th and 12th, I left messages 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
The Complaint states that: Ms [redacted] is disputing the billing for her services from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the package Mr [redacted] subscribes to is $plus taxes and surcharges Frontier attempted to reach Ms [redacted] to advise of the above information but was unsuccessful Frontier left message and email that included direct contact information
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: Customer disputes final account balance Frontier has investigated the above statements and offers the following response: Frontier contacted Ms [redacted] to resolve the issueMs [redacted] advised Frontier agent that she has already been assisted with the complaint and the issue was resolved, no further action needed 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] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] with [redacted] advises they received a bill for a phone book listing that was cancelled Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on October 25, 2017, and advised that credit in the amount of $has been issued for the billing errorThe refund should be received in approximately business days 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] T [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he is experiencing difficulties canceling his Frontier serviceMr [redacted] states that he has sent emails and called Frontier on several occasions but his service has not been cancelled Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on January 11, and cancelled his Frontier accountFrontier advised Mr [redacted] that he will have a $fee on his Frontier account until the Frontier Secure Smart Mesh WIFI Network dual pack equipment is returnedFrontier advised Mr [redacted] that a return label has been sent to his address for the Frontier Secure Smart Mesh WIFI Network dual pack equipmentMr***’s return label will take seven to ten business days to receiveMr [redacted] 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 Ms***’s email Our response stands: In our original response, we already explained clearly that the parties need to part waysMs [redacted] should select another provider As explained, we are crediting Ms***’s remaining balance Frontier will not provide the credit bureaus with any negative information.As also explained, we notified Ms [redacted] that we will be terminating her Frontier Vantage TV, Voice and Internet servicesThis termination notice stands.Termination is scheduled to be effective November 20, 2017, unless she requests an earlier dateWe have been unable to identify the cause of problems Ms [redacted] has reported with her television service and her service repair calls do not appear to be reporting any new type of problemWe have been responding to them nonetheless pending termination Our good faith offer regarding her televisions still standsWe 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: 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] Frontier has agreed to honor the original price quoted for one year, JC at ###-###-#### ext [redacted] I will verify the next few statement and if correct will consider the matter resolvedThanks, ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] requested to remove the Non-Published listing on the Frontier account and this was not complete.Ms [redacted] was given a quote of $Internet and this has not reflected on the Frontier billMs [redacted] was quoted a reduction in her bill due to product changes and a new router but the billing has increased.Ms [redacted] phone plan increased from $to $without her knowledgeFrontier has investigated the above statements and offers the following response: Frontier investigated the account and found that Ms [redacted] has a grandfathered phone plan on the accountThe Digital Phone Bronze plan is not an eligible product for her to have the $high speed Internet price.Frontier printed on Ms [redacted] March 22, billing statement that there is a change in the area and Frontier has upgraded our broadband network to deliver greater Internet speeds and capacityDue to this change, the overall monthly bill may have an increase up to $on the broadband lite productMs [redacted] Internet did increase due to this change.Frontier contacted Ms [redacted] on May 11, 2016.Frontier removed the Non-Published listing charge.Frontier found that a promotion on the Frontier Digital Phone Bronze plan had been removed in error and Frontier will correct the billing charges until November 17, to fulfill the promotion time frame.Frontier apologizes for this inconvenience.Frontier applied a credit on the account for $to cover the two months of charges Ms [redacted] was over billed.Ms [redacted] can contact Amanda Ernst at 1-844-320-extension if there are further concernsWe 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