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 I filed an earlier complaint against FrontierThey send a Tech and at that point, the problem SEEMED resolvedSo the complaint was closedOnly hours after that, the problem came back againThe Cable TV kept on resetting, you can't even watch one program without getting shut off and the system kept on rebootingThe Internet slows down, I have speed test on my PC, mind you, I am using my PC for my work, I am not just playing games here or surfing the internet for pleasureFrontier has the audacity to provide a full bill while giving us poor serviceIf you message them on FB they never get back to you, if you call their customer service, it takes hours being put on holdYou can see my frustration here, we signed up for VERIZON and had no choice when they sold it to FrontierWe would not have gone to Frontier, after all they dont have any proven track record of good serviceFix your service FOR GOODAdjust my bill to reflect the inconvenience you didIt is not funny suffering for one month for your incompetence Regards, [redacted]
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
Tell us why hereThank 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 is receiving a bill from Frontier and does not have service with Frontier [redacted] has reached out to Frontier with no resolution.Frontier has investigated the above statements and offers the following response:Frontier advises [redacted] to disregard the bill and it will be sent to the CLEC (Earthlink) provider instead Frontier apologizes for any confusion or inconvenience this may have caused [redacted] Frontier advises the bill was meant for the CLEC provider and not the customer Frontier has provided [redacted] with a direct contact number for any future issues she may have.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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that Frontier has increased his rates and does not offer Verizon Internet security for freeFrontier has investigated the above statements and offers the following response: Frontier advises that the previously utilized security software still belongs to Verizon and the credits to make it free belong to them as wellDue to this fact we can not offer this service for freeFrontier offers Security software to our customers for nationwide.Frontier spoke with Mr [redacted] on 09/16/and confirmed that we will place him on our $19.99/mo as requested by Mr***.The order did not complete and Frontier has corrected this issue and placed credit accordingly.Mr [redacted] has direct contact information for future concernsWe 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
According to the complaint: Mr [redacted] is disputing the balance on the account, stating that the Frontier technician never installed services inside the buildingFrontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had explained to the customer on January 9, that their initial service order never requested inside jack work or labor The technician connected services to the outside demarcation as a result.Frontier has explained that any labor needing to be performed inside the building would be the responsibility of either the business owner or property manager Frontier labor can be requested as a separate time sensitive labor fees The customer did not request this to be performed, though.The customer made no request for inside labor to be performed between initial installation of the demarcation on November 1, leading to the date of December 4, 2017.The customer had placed a repair ticket on the date of November 28, where the customer made the claim that services were never installed The field technician arrived at the location on the date of November 30, and validated the services were installed to the demarcation.Frontier did credit $in service order fees as a courtesy on January 9, The customer would owe the remaining balance of $for services
Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] requested to disconnect his service in January and the order was not placedThe account was disconnected for non-pay and we have sent him to collections.Frontier has investigated the above statements and offers the following response: Frontier records indicate the account was transferred at the customer’s requestFrontier records indicate the account was disconnected on March 30, 2017.Frontier has made multiple attempts to reach the customer to discuss the concerns but was unsuccessfulFrontier has not had a response from the customerWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience the customer has experienced as a result of the above matterFrontier Specialist: Stacie B [redacted] Department: Customer Relations Telephone Number: ###-###-####
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 he verbally negotiated a monthly rate of $plus tax for his Frontier TV, internet, and home phone bundle package, but ended up getting billed $197.00, higher than what was agreed uponMr [redacted] advises that his billing needs to be corrected so that he only pays $plus tax per month Frontier has investigated the above statements and offers the following response: Frontier advises that after his previous discounts had expired, Mr [redacted] was quoted a monthly rate of $Before adding taxes and surcharges, the total of his most recent bill dated June 10, is $The total amount of that bill after adding all applicable taxes and surcharges comes to $Frontier spoke with Mr [redacted] on June 23, and advised him that a new promotional discount has been added to his account, which will lower his monthly rate to $plus taxFrontier advises that the July 10, bill will be reviewed for accuracy, to verify that the new promotional discount is reflected on that statement 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 has investigated the above statements and offers the following response: Frontier sent out a technician on May 8, 2017, modem settings were reviewed for troubleshooting, however no trouble was foundFrontier dispatched a second technician on May 18, at the time of testing, no trouble was foundFrontier issued an adjustment for the time that service was reported to be affected.Frontier provided Mr [redacted] with the assigned representatives contact informationFrontier spoke with Mr [redacted] in regards to the above We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The balance belonged to a previous tent and has nothing to do with meAlso I explained to representative the issue from the beginning and was never advise that this was going to be a problemAlso I missed work that I did not get paid, waiting for technician and I was never advise before that they were not coming Regards, [redacted]
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would like bill correctedFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on December 1, and explained that we issued an adjustment to correct missing promotion creditFrontier explained that we have set follow up to ensure bill accuracy.Frontier advises that Mr [redacted] has pre-paid for his services and is eligible to continue receiving service through the end of her bill cycle 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 Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she disconnected her services with FrontierShe had confirmed with a Frontier agent that she did not owe a balanceShe states she then received a bill in the mail from Frontier for $When she called Frontier about the bill they advised her that she had been charged a termination fee of $for canceling before her term dateShe states that she did not agree to a new term and feels that she should not be charged the termination fee Frontier has investigated the above statements and offers the following response: Frontier states that we have issued a onetime credit of $for the early termination fee that was charge to MsFentonMs [redacted] has a credit balance of $with FrontierFrontier will be sending a refund check in the amount of $to her in the mail and she should receive the check within 7-business daysFrontier spoke to Ms [redacted] today and she is aware of all of the above 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:He had been attempting to get Frontier Internet service installed in his homeThere had been several delays by Frontier to get this installed There needed to be specific equipment and lines that had to be run to have the capability of installing the Internet service for Mr [redacted] Frontier has investigated the above statements and offers the following response:Mr [redacted] ’s Internet order has been completed on May 17, I talked to Mr [redacted] on May 18th, and confirmed his service is working I have issued a credit for inconvenience of $ Mr [redacted] is satisfied and agreed to close this complaintWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she received a promotional offer by mail for $plus taxes and surchargesOn my first bill I had to call Frontier and have them provide credit and correct billI would like Frontier to honor the bundle promotion they offered Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on February 14, and explained the services, pricing and current promotionsMs [redacted] explained that she agreed to price and understands the current promotions and when they expireFrontier provided credit and Ms [redacted] is satisfied with the resolution We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, however the business left out many details when they responded, which I documented in my original complaint, such as the fact I called TWICE, the first time it would take six days and seven days later I was also told it would take six MORE daysI'm tired of the run around from Fromtier and will not do business with them again thank you for providing this service, [redacted]
Thank you for getting involvedSad to say, I do not think this resolution would have happened without your intervention again - Much thanks! [redacted] M [redacted] 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] ***
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 Frontier Communications cashing his check but not crediting the payment to his account The amount in dispute is $ Mr [redacted] is seeking compensation for his time.Our records indicate there is a pending Payment Investigation opened for the missing payment of $ Mr [redacted] advised he forwarded Proof of Payment (POP) to ###-###-####, which has been confirmed as the Fax Number for a department other than Remittance Processing (POP) On September 13, 2017, Mr [redacted] was provided the correct fax number to resubmit POPAdditionally, the Late Payment Fee (LPF) of $billed on the August billing statement was credited to the account on September 13, 2017.We will continue working directly with Mr [redacted] until this payment is located and posted to his accountUnfortunately, the matter cannot be resolved until POP is submitted to the appropriate team.On September 13, 2017, the above information has been provided to Mr [redacted] .We again apologize for the inconvenience this matter has caused Should Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT 111-3143.Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS
Frontier’s refund policy is that the credit balance on a disconnected account is refunded in approximately days (up to bill cycles) from the date that the service is disconnected which allows time for any charges or credits to be applied to the account such as long distance calls, collect calls, early termination fees, equipment, etcThis also allows the account to cycle out of our billing system Frontier records reflect that on September 19, an order was placed to disconnect service reflecting that a transfer order was cancelled as we were unable to provide broadband service at the new addressThe consultant backdated the disconnect order to September 9th Frontier advises that Ms***’s October 13th and November 13th bill statements reflect a credit balance of $ Frontier advises that a refund of $was processed on November 19th which Ms [redacted] should receive within to business days from that date at the billing address on record of: [redacted] ***
Thank you for referring the rebuttal complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises he placed an order for Internet service for Mbps and when the technician installed it on December 29, he was advised he would only be able to get Mbps Mr [redacted] called back into Frontier on December 30, and cancelled the service and was advised he would have a zero balance.Mr [redacted] advises he received a bill in January and February with a balance owed and called Frontier and was advised that his account was zero Mr [redacted] advises that in March he received a letter that if he did not pay the amount it would be sent to a collection agency Frontier has investigated the above statements and offers the following response: Frontier advises that an order was placed on December 30, to cancel Mr [redacted] ’s account.Frontier advises that bills were mailed in January and February with the amount of $and he was mailed a final payment letter in March of $294.31.Frontier advises that credits were issued on the account and were not approved As of March 20, the credits have been applied to Mr [redacted] ’s account and he now has a zero balance.Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier left messages for Mr [redacted] that included direct contact informationFrontier advises that Mr [redacted] ’s account was not reported to his credit report or sent to an outside collection agency 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 I filed an earlier complaint against FrontierThey send a Tech and at that point, the problem SEEMED resolvedSo the complaint was closedOnly hours after that, the problem came back againThe Cable TV kept on resetting, you can't even watch one program without getting shut off and the system kept on rebootingThe Internet slows down, I have speed test on my PC, mind you, I am using my PC for my work, I am not just playing games here or surfing the internet for pleasureFrontier has the audacity to provide a full bill while giving us poor serviceIf you message them on FB they never get back to you, if you call their customer service, it takes hours being put on holdYou can see my frustration here, we signed up for VERIZON and had no choice when they sold it to FrontierWe would not have gone to Frontier, after all they dont have any proven track record of good serviceFix your service FOR GOODAdjust my bill to reflect the inconvenience you didIt is not funny suffering for one month for your incompetence Regards, [redacted]
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
Tell us why hereThank 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 is receiving a bill from Frontier and does not have service with Frontier [redacted] has reached out to Frontier with no resolution.Frontier has investigated the above statements and offers the following response:Frontier advises [redacted] to disregard the bill and it will be sent to the CLEC (Earthlink) provider instead Frontier apologizes for any confusion or inconvenience this may have caused [redacted] Frontier advises the bill was meant for the CLEC provider and not the customer Frontier has provided [redacted] with a direct contact number for any future issues she may have.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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that Frontier has increased his rates and does not offer Verizon Internet security for freeFrontier has investigated the above statements and offers the following response: Frontier advises that the previously utilized security software still belongs to Verizon and the credits to make it free belong to them as wellDue to this fact we can not offer this service for freeFrontier offers Security software to our customers for nationwide.Frontier spoke with Mr [redacted] on 09/16/and confirmed that we will place him on our $19.99/mo as requested by Mr***.The order did not complete and Frontier has corrected this issue and placed credit accordingly.Mr [redacted] has direct contact information for future concernsWe 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
According to the complaint: Mr [redacted] is disputing the balance on the account, stating that the Frontier technician never installed services inside the buildingFrontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had explained to the customer on January 9, that their initial service order never requested inside jack work or labor The technician connected services to the outside demarcation as a result.Frontier has explained that any labor needing to be performed inside the building would be the responsibility of either the business owner or property manager Frontier labor can be requested as a separate time sensitive labor fees The customer did not request this to be performed, though.The customer made no request for inside labor to be performed between initial installation of the demarcation on November 1, leading to the date of December 4, 2017.The customer had placed a repair ticket on the date of November 28, where the customer made the claim that services were never installed The field technician arrived at the location on the date of November 30, and validated the services were installed to the demarcation.Frontier did credit $in service order fees as a courtesy on January 9, The customer would owe the remaining balance of $for services
Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] requested to disconnect his service in January and the order was not placedThe account was disconnected for non-pay and we have sent him to collections.Frontier has investigated the above statements and offers the following response: Frontier records indicate the account was transferred at the customer’s requestFrontier records indicate the account was disconnected on March 30, 2017.Frontier has made multiple attempts to reach the customer to discuss the concerns but was unsuccessfulFrontier has not had a response from the customerWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience the customer has experienced as a result of the above matterFrontier Specialist: Stacie B [redacted] Department: Customer Relations Telephone Number: ###-###-####
Account is zeroed out and there is no collections activity
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 he verbally negotiated a monthly rate of $plus tax for his Frontier TV, internet, and home phone bundle package, but ended up getting billed $197.00, higher than what was agreed uponMr [redacted] advises that his billing needs to be corrected so that he only pays $plus tax per month Frontier has investigated the above statements and offers the following response: Frontier advises that after his previous discounts had expired, Mr [redacted] was quoted a monthly rate of $Before adding taxes and surcharges, the total of his most recent bill dated June 10, is $The total amount of that bill after adding all applicable taxes and surcharges comes to $Frontier spoke with Mr [redacted] on June 23, and advised him that a new promotional discount has been added to his account, which will lower his monthly rate to $plus taxFrontier advises that the July 10, bill will be reviewed for accuracy, to verify that the new promotional discount is reflected on that statement 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 has investigated the above statements and offers the following response: Frontier sent out a technician on May 8, 2017, modem settings were reviewed for troubleshooting, however no trouble was foundFrontier dispatched a second technician on May 18, at the time of testing, no trouble was foundFrontier issued an adjustment for the time that service was reported to be affected.Frontier provided Mr [redacted] with the assigned representatives contact informationFrontier spoke with Mr [redacted] in regards to the above We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The balance belonged to a previous tent and has nothing to do with meAlso I explained to representative the issue from the beginning and was never advise that this was going to be a problemAlso I missed work that I did not get paid, waiting for technician and I was never advise before that they were not coming Regards, [redacted]
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would like bill correctedFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on December 1, and explained that we issued an adjustment to correct missing promotion creditFrontier explained that we have set follow up to ensure bill accuracy.Frontier advises that Mr [redacted] has pre-paid for his services and is eligible to continue receiving service through the end of her bill cycle 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 Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she disconnected her services with FrontierShe had confirmed with a Frontier agent that she did not owe a balanceShe states she then received a bill in the mail from Frontier for $When she called Frontier about the bill they advised her that she had been charged a termination fee of $for canceling before her term dateShe states that she did not agree to a new term and feels that she should not be charged the termination fee Frontier has investigated the above statements and offers the following response: Frontier states that we have issued a onetime credit of $for the early termination fee that was charge to MsFentonMs [redacted] has a credit balance of $with FrontierFrontier will be sending a refund check in the amount of $to her in the mail and she should receive the check within 7-business daysFrontier spoke to Ms [redacted] today and she is aware of all of the above 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:He had been attempting to get Frontier Internet service installed in his homeThere had been several delays by Frontier to get this installed There needed to be specific equipment and lines that had to be run to have the capability of installing the Internet service for Mr [redacted] Frontier has investigated the above statements and offers the following response:Mr [redacted] ’s Internet order has been completed on May 17, I talked to Mr [redacted] on May 18th, and confirmed his service is working I have issued a credit for inconvenience of $ Mr [redacted] is satisfied and agreed to close this complaintWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she received a promotional offer by mail for $plus taxes and surchargesOn my first bill I had to call Frontier and have them provide credit and correct billI would like Frontier to honor the bundle promotion they offered Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on February 14, and explained the services, pricing and current promotionsMs [redacted] explained that she agreed to price and understands the current promotions and when they expireFrontier provided credit and Ms [redacted] is satisfied with the resolution We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, however the business left out many details when they responded, which I documented in my original complaint, such as the fact I called TWICE, the first time it would take six days and seven days later I was also told it would take six MORE daysI'm tired of the run around from Fromtier and will not do business with them again thank you for providing this service, [redacted]
Thank you for getting involvedSad to say, I do not think this resolution would have happened without your intervention again - Much thanks! [redacted] M [redacted] 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] ***
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 Frontier Communications cashing his check but not crediting the payment to his account The amount in dispute is $ Mr [redacted] is seeking compensation for his time.Our records indicate there is a pending Payment Investigation opened for the missing payment of $ Mr [redacted] advised he forwarded Proof of Payment (POP) to ###-###-####, which has been confirmed as the Fax Number for a department other than Remittance Processing (POP) On September 13, 2017, Mr [redacted] was provided the correct fax number to resubmit POPAdditionally, the Late Payment Fee (LPF) of $billed on the August billing statement was credited to the account on September 13, 2017.We will continue working directly with Mr [redacted] until this payment is located and posted to his accountUnfortunately, the matter cannot be resolved until POP is submitted to the appropriate team.On September 13, 2017, the above information has been provided to Mr [redacted] .We again apologize for the inconvenience this matter has caused Should Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT 111-3143.Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS
Frontier’s refund policy is that the credit balance on a disconnected account is refunded in approximately days (up to bill cycles) from the date that the service is disconnected which allows time for any charges or credits to be applied to the account such as long distance calls, collect calls, early termination fees, equipment, etcThis also allows the account to cycle out of our billing system Frontier records reflect that on September 19, an order was placed to disconnect service reflecting that a transfer order was cancelled as we were unable to provide broadband service at the new addressThe consultant backdated the disconnect order to September 9th Frontier advises that Ms***’s October 13th and November 13th bill statements reflect a credit balance of $ Frontier advises that a refund of $was processed on November 19th which Ms [redacted] should receive within to business days from that date at the billing address on record of: [redacted] ***
Thank you for referring the rebuttal complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises he placed an order for Internet service for Mbps and when the technician installed it on December 29, he was advised he would only be able to get Mbps Mr [redacted] called back into Frontier on December 30, and cancelled the service and was advised he would have a zero balance.Mr [redacted] advises he received a bill in January and February with a balance owed and called Frontier and was advised that his account was zero Mr [redacted] advises that in March he received a letter that if he did not pay the amount it would be sent to a collection agency Frontier has investigated the above statements and offers the following response: Frontier advises that an order was placed on December 30, to cancel Mr [redacted] ’s account.Frontier advises that bills were mailed in January and February with the amount of $and he was mailed a final payment letter in March of $294.31.Frontier advises that credits were issued on the account and were not approved As of March 20, the credits have been applied to Mr [redacted] ’s account and he now has a zero balance.Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier left messages for Mr [redacted] that included direct contact informationFrontier advises that Mr [redacted] ’s account was not reported to his credit report or sent to an outside collection agency We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter