Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] states their credit card was billed $and has discontinued service and would like a refundFrontier has investigated the above statements and offers the following response: Records show service order [redacted] completed May 26, disconnecting serviceOn May 30, a payment of $was draftedThis was for services billed May 5, 2017-June 4, 2017.Records show on final bill date July 5, shows a credit balance of $39.63.On October 30, a request for refund was issued, [redacted] should receive the pre-paid Visa in 7-business daysA Frontier representative attempted unsuccessfully to reach [redacted] , direct contact information was leftWe trust that this information will assist you in closing this complaintWe 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] xt 114- [redacted] Fax Number: ###-###-####
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that Mr [redacted] is experiencing issues with his Frontier Internet serviceFrontier has investigated the above statements and offers the following response: Frontier contacted Mr [redacted] who confirmed he is receiving Frontier Internet speeds of 2.8MpbsFrontier informed Mr [redacted] that the maximum speed he can receive in his area is 3MpbsMr [redacted] terminated his Frontier Internet service because he requires a faster Internet speed that Frontier is unable to provide in his area at this timeFrontier confirmed with Mr [redacted] that he will not be charged an Early Termination Fee for terminating his Frontier Internet serviceMr [redacted] is satisfied with this resolutionMs [redacted] knows to contact Mark H [redacted] at ###-###-#### at extension # [redacted] , if he has any further questions 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 rebuttal of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] states that she has not received full credits due for resolution to her original complaint.Ms [redacted] states that she has not received shipping return boxes for her Frontier equipmentFrontier has investigated the above statements and offers the following response: A review of this account shows that a Frontier representative issued credits for late fees and for dvr service that were billed to Ms [redacted] These adjustments totaled $and are visible on Ms [redacted] ’s October StatementThese are not the only credits due to Ms [redacted] .A credit in the amount of $has been added to Ms [redacted] ’s account for the remaining dvr charges that were billed on her accountThis credit will be visible on Ms [redacted] ’s next statementPer standard process it can take up to 2-billing cycles for a credit to be visible on customer billing.Ms [redacted] has been shipped return shipper boxes, per standard process, these boxes can take up to 2-weeks to arriveAs of the date of this rebuttal, November 18th, it has only been business days since the boxes were requested per automated order process 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below To refund my money that should have never been taken in the first place in business days is INSANE!!!!! It should be refunded IMMEDIATELY!!! Heck I should get double for my frustrations and time and interest that they keep my money from me! This causes accounting issues I can't fix! [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
The Complaint states that: Ms [redacted] advises that in January she contacted Frontier to save money on her bill and decided to cancel phone lineMs [redacted] advises that she was charged a $early termination fee that she was not made aware of prior to removing her phone line Despite many attempts, Ms [redacted] has not been able to resolve this through Frontier’s Customer Service DepartmentFrontier has investigated the above statements and offers the following response: Frontier advises that a $adjustment was issued on May 12, 2017.Frontier spoke to Ms [redacted] on May 18, and advised of the credit issued on the account and new balanceAt this time, we agreed to follow up on Ms [redacted] ’s bill in June to ensure its accuracy, and credit any further late fees
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this experience was unjustified, lengthy and disrespectful to paying customersEager to move forward, we accept the agreed resolution of functioning services and the reimbursement due to lost services Regards, [redacted]
Frontier advises that Mr [redacted] never requested the removal of the long-distance international calling plan• Frontier adjusted $on 4/14/for a portion the international long-distance calls• Frontier has adjusted the remaining $This credit will reflect on the statement in to billing cycles• Frontier has contacted Mr [redacted] , advised of the above statements, and provided direct contact information
• Our records does not indicate where customer had called in to disconnect servicesThe last payment received is for $458.55; which posted January 2, The payment prior to this was on October 13, for $ • November 3, account was finalized • Frontier have made several unsuccessful attempts to reach customer We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced because of the above matter
Good Afternoon, Frontier repaired the service and spoke with Mrs [redacted] on August 5, At this time her line is testing good and ringing without issue The technician provided Mrs [redacted] his cell number to call him directly when she is having the issue Closing complaint Serena J [redacted]
On 11-17-the customer started a year term with auto renewal Every bill shows a bill message that states this and advises to contact FTR if they do not wish to continue the auto renewal at least days prior to the renewal date show above On 1-15-the phone number ported away from FTR The 2-1-closing statement shows ETF’s totaling $ On 4-4-FTR issued a compromise credit of $575.78, leaving the customer with a final balance of $ Frontier advises that no further credit will be issued
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she had an appointment for Frontier to install internet service for her on January 21, 2017, but the technician showed up on the incorrect date of January 19, 2017, when she was not home Ms [redacted] advises that she was billed for an $install fee and for service that was never installed, and needs to be refunded Frontier has investigated the above statements and offers the following response: Frontier advises that the installation order was completed in error, and that is why the customer started getting billed for service.Frontier advises that the installation was rescheduled for February 24, 2017, and the technician did come out to do the full installation.Frontier advises that Ms [redacted] was not charged an installation fee but was billed $for services from January 19, thru March 1, A credit in the amount of $was issued to her account for service from January 19, thru February 24, 2017, which was for the period of time in which she had been billed but not receiving service from Frontier 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 has investigated the complaint and offers the following response: Frontier completed repairs on August 30, to a ground in the cablesOn September 8, system issues caused traffic routing out of Sun Prairie to stop, issue was resolved on September 8, Frontier has issued Time out of service credits for Ms [redacted] , and left messages for any further issues
Frontier has investigated the above statements and offers the following response: Frontier advises that all quotes provided are prior to taxes and surcharges.Frontier will issue a $credit for the difference in the cost for the full three years.This credit will appear as a separate line item.Frontier will internally address all coaching opportunities related to this complaint.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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she is being improperly billed by Frontier Communications Frontier has investigated the above statements and offers the following response: Frontier attempted contact with Ms [redacted] , via phone and email, several times with no respondFrontier advises that on April 1, Verizon sold properties from California, Florida and Texas to Frontier CommunicationsVerizon was to notify customers of this upcoming conversion, as well as Frontier sent out “Welcome” lettersFrontier investigated the billing and found that there was a request to take the home phone number to another provider in February of All charges from Frontier have been removed from this accountRemaining balance is the balance sent from Verizon, $144.06, which Frontier purchased that debt when Frontier took over the Verizon properties in April of The balance showing due is valid and sustained 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
Revdex.com: I have spoken by phone with Frontier Communications, and I was told by their rep that they would be zeroing out the bill However, as of today's date I have not received an adjusted statement Once I receive a satisfactory statement in writing I will close this complaint.Thank you, [redacted] ***
Frontier has attempted to reach Ms [redacted] to verify the refund of her deposit without success Frontier did leave our direct contact information with her voicemail/answering service
Frontier advises Ms [redacted] ’s account disconnected September 30, and was charged a one-time disconnect service order fee of $Due to isolated billing error the account charged back promotional discounts incorrectlyFrontier has issued a discretionary credit for the disconnect fee and removed the promotional charge backsFrontier also credited the one time shipping fee for the NetGear DSL modem of $from the September 1, statement leaving the final balance owing as $due to FrontierFrontier attempted to reach Ms [redacted] to advise of the above but was unsuccessfulFrontier left a message for Ms [redacted] that included direct contact informationWe 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 Ms [redacted] on behalf of [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: Our records indicate when the Fios Digital Voice account was re-bundled back in May an Early Termination Fee (ETF) was appliedOur records do not reflect that the representative disclosed the ETF to the customerOn June 23, I relayed the above information to Ms [redacted] During this contact, Ms [redacted] advised that she would be disconnecting her account within the next few weeksI informed Ms [redacted] to contact our office when she wanted the account disconnect the account and I would waive the ETFI explained to Ms [redacted] if the ETF is billed the ETF would be credited 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she has been billed incorrectly for her Frontier servicesMs [redacted] advised that because of the incorrect billing, she has been billed late feesFrontier has investigated the above statements and offers the following response: Frontier advises that there was a $increase to Ms [redacted] ’s television service beginning on her February statement which caused the February statement to be $Frontier advises that Ms [redacted] had an automatic payment made in the amount of $136.55, leaving a past due balance of $Frontier advises that this caused Ms [redacted] to be billed a late fee on her March statementFrontier advises that Ms [redacted] continued to pay less than the balance due on her statements which caused the past due balance to carry over and increase each month, and also continued to bill late fees.Frontier advises reviewed Ms [redacted] ’s statements from February to December and advises that the monthly fees billed correctly each month for the services she requestedFrontier advises that there were valid price increases for some of the services that Ms [redacted] subscribed to as they were not on a promotion or a price guaranteeFrontier advise that Ms [redacted] was billed late fees each month; however, as a courtesy, Frontier has issued adjustments for all the late fees totaling in the amount of $Frontier advises that Ms [redacted] ’s services were terminated on December 11, per her request.Frontier advises that Ms [redacted] has a final balance due of $Frontier advises that several attempts were made to contact Ms [redacted] to discuss this issue further but was unsuccessful speaking to her.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistanceWe 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 attentionThe complaint states that: Mr [redacted] advises that he has been experiencing connectivity issues with his Internet service from Frontier since installation five months agoMr [redacted] indicates that he has not received the Amazon gift card promised to him by FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference Customer speeds may vary over time.Upon investigation, Frontier issues the Amazon gift card through email with a subscription key Customers receive this key by email within days of their first payment Frontier confirmed with Mr [redacted] that he has never received the email.Frontier contacted Mr [redacted] by telephone and he has decided to cancel his services with Frontier as of February 1, Mr [redacted] does have a direct contact number if he should need anything further 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 attentionThe Complaint states that: [redacted] states their credit card was billed $and has discontinued service and would like a refundFrontier has investigated the above statements and offers the following response: Records show service order [redacted] completed May 26, disconnecting serviceOn May 30, a payment of $was draftedThis was for services billed May 5, 2017-June 4, 2017.Records show on final bill date July 5, shows a credit balance of $39.63.On October 30, a request for refund was issued, [redacted] should receive the pre-paid Visa in 7-business daysA Frontier representative attempted unsuccessfully to reach [redacted] , direct contact information was leftWe trust that this information will assist you in closing this complaintWe 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] xt 114- [redacted] Fax Number: ###-###-####
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that Mr [redacted] is experiencing issues with his Frontier Internet serviceFrontier has investigated the above statements and offers the following response: Frontier contacted Mr [redacted] who confirmed he is receiving Frontier Internet speeds of 2.8MpbsFrontier informed Mr [redacted] that the maximum speed he can receive in his area is 3MpbsMr [redacted] terminated his Frontier Internet service because he requires a faster Internet speed that Frontier is unable to provide in his area at this timeFrontier confirmed with Mr [redacted] that he will not be charged an Early Termination Fee for terminating his Frontier Internet serviceMr [redacted] is satisfied with this resolutionMs [redacted] knows to contact Mark H [redacted] at ###-###-#### at extension # [redacted] , if he has any further questions 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 rebuttal of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] states that she has not received full credits due for resolution to her original complaint.Ms [redacted] states that she has not received shipping return boxes for her Frontier equipmentFrontier has investigated the above statements and offers the following response: A review of this account shows that a Frontier representative issued credits for late fees and for dvr service that were billed to Ms [redacted] These adjustments totaled $and are visible on Ms [redacted] ’s October StatementThese are not the only credits due to Ms [redacted] .A credit in the amount of $has been added to Ms [redacted] ’s account for the remaining dvr charges that were billed on her accountThis credit will be visible on Ms [redacted] ’s next statementPer standard process it can take up to 2-billing cycles for a credit to be visible on customer billing.Ms [redacted] has been shipped return shipper boxes, per standard process, these boxes can take up to 2-weeks to arriveAs of the date of this rebuttal, November 18th, it has only been business days since the boxes were requested per automated order process 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below To refund my money that should have never been taken in the first place in business days is INSANE!!!!! It should be refunded IMMEDIATELY!!! Heck I should get double for my frustrations and time and interest that they keep my money from me! This causes accounting issues I can't fix! [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
The Complaint states that: Ms [redacted] advises that in January she contacted Frontier to save money on her bill and decided to cancel phone lineMs [redacted] advises that she was charged a $early termination fee that she was not made aware of prior to removing her phone line Despite many attempts, Ms [redacted] has not been able to resolve this through Frontier’s Customer Service DepartmentFrontier has investigated the above statements and offers the following response: Frontier advises that a $adjustment was issued on May 12, 2017.Frontier spoke to Ms [redacted] on May 18, and advised of the credit issued on the account and new balanceAt this time, we agreed to follow up on Ms [redacted] ’s bill in June to ensure its accuracy, and credit any further late fees
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this experience was unjustified, lengthy and disrespectful to paying customersEager to move forward, we accept the agreed resolution of functioning services and the reimbursement due to lost services Regards, [redacted]
Frontier advises that Mr [redacted] never requested the removal of the long-distance international calling plan• Frontier adjusted $on 4/14/for a portion the international long-distance calls• Frontier has adjusted the remaining $This credit will reflect on the statement in to billing cycles• Frontier has contacted Mr [redacted] , advised of the above statements, and provided direct contact information
• Our records does not indicate where customer had called in to disconnect servicesThe last payment received is for $458.55; which posted January 2, The payment prior to this was on October 13, for $ • November 3, account was finalized • Frontier have made several unsuccessful attempts to reach customer We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced because of the above matter
Good Afternoon, Frontier repaired the service and spoke with Mrs [redacted] on August 5, At this time her line is testing good and ringing without issue The technician provided Mrs [redacted] his cell number to call him directly when she is having the issue Closing complaint Serena J [redacted]
On 11-17-the customer started a year term with auto renewal Every bill shows a bill message that states this and advises to contact FTR if they do not wish to continue the auto renewal at least days prior to the renewal date show above On 1-15-the phone number ported away from FTR The 2-1-closing statement shows ETF’s totaling $ On 4-4-FTR issued a compromise credit of $575.78, leaving the customer with a final balance of $ Frontier advises that no further credit will be issued
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she had an appointment for Frontier to install internet service for her on January 21, 2017, but the technician showed up on the incorrect date of January 19, 2017, when she was not home Ms [redacted] advises that she was billed for an $install fee and for service that was never installed, and needs to be refunded Frontier has investigated the above statements and offers the following response: Frontier advises that the installation order was completed in error, and that is why the customer started getting billed for service.Frontier advises that the installation was rescheduled for February 24, 2017, and the technician did come out to do the full installation.Frontier advises that Ms [redacted] was not charged an installation fee but was billed $for services from January 19, thru March 1, A credit in the amount of $was issued to her account for service from January 19, thru February 24, 2017, which was for the period of time in which she had been billed but not receiving service from Frontier 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 has investigated the complaint and offers the following response: Frontier completed repairs on August 30, to a ground in the cablesOn September 8, system issues caused traffic routing out of Sun Prairie to stop, issue was resolved on September 8, Frontier has issued Time out of service credits for Ms [redacted] , and left messages for any further issues
Frontier has investigated the above statements and offers the following response: Frontier advises that all quotes provided are prior to taxes and surcharges.Frontier will issue a $credit for the difference in the cost for the full three years.This credit will appear as a separate line item.Frontier will internally address all coaching opportunities related to this complaint.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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she is being improperly billed by Frontier Communications Frontier has investigated the above statements and offers the following response: Frontier attempted contact with Ms [redacted] , via phone and email, several times with no respondFrontier advises that on April 1, Verizon sold properties from California, Florida and Texas to Frontier CommunicationsVerizon was to notify customers of this upcoming conversion, as well as Frontier sent out “Welcome” lettersFrontier investigated the billing and found that there was a request to take the home phone number to another provider in February of All charges from Frontier have been removed from this accountRemaining balance is the balance sent from Verizon, $144.06, which Frontier purchased that debt when Frontier took over the Verizon properties in April of The balance showing due is valid and sustained 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
Revdex.com: I have spoken by phone with Frontier Communications, and I was told by their rep that they would be zeroing out the bill However, as of today's date I have not received an adjusted statement Once I receive a satisfactory statement in writing I will close this complaint.Thank you, [redacted] ***
Frontier has attempted to reach Ms [redacted] to verify the refund of her deposit without success Frontier did leave our direct contact information with her voicemail/answering service
Frontier advises Ms [redacted] ’s account disconnected September 30, and was charged a one-time disconnect service order fee of $Due to isolated billing error the account charged back promotional discounts incorrectlyFrontier has issued a discretionary credit for the disconnect fee and removed the promotional charge backsFrontier also credited the one time shipping fee for the NetGear DSL modem of $from the September 1, statement leaving the final balance owing as $due to FrontierFrontier attempted to reach Ms [redacted] to advise of the above but was unsuccessfulFrontier left a message for Ms [redacted] that included direct contact informationWe 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 Ms [redacted] on behalf of [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: Our records indicate when the Fios Digital Voice account was re-bundled back in May an Early Termination Fee (ETF) was appliedOur records do not reflect that the representative disclosed the ETF to the customerOn June 23, I relayed the above information to Ms [redacted] During this contact, Ms [redacted] advised that she would be disconnecting her account within the next few weeksI informed Ms [redacted] to contact our office when she wanted the account disconnect the account and I would waive the ETFI explained to Ms [redacted] if the ETF is billed the ETF would be credited 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she has been billed incorrectly for her Frontier servicesMs [redacted] advised that because of the incorrect billing, she has been billed late feesFrontier has investigated the above statements and offers the following response: Frontier advises that there was a $increase to Ms [redacted] ’s television service beginning on her February statement which caused the February statement to be $Frontier advises that Ms [redacted] had an automatic payment made in the amount of $136.55, leaving a past due balance of $Frontier advises that this caused Ms [redacted] to be billed a late fee on her March statementFrontier advises that Ms [redacted] continued to pay less than the balance due on her statements which caused the past due balance to carry over and increase each month, and also continued to bill late fees.Frontier advises reviewed Ms [redacted] ’s statements from February to December and advises that the monthly fees billed correctly each month for the services she requestedFrontier advises that there were valid price increases for some of the services that Ms [redacted] subscribed to as they were not on a promotion or a price guaranteeFrontier advise that Ms [redacted] was billed late fees each month; however, as a courtesy, Frontier has issued adjustments for all the late fees totaling in the amount of $Frontier advises that Ms [redacted] ’s services were terminated on December 11, per her request.Frontier advises that Ms [redacted] has a final balance due of $Frontier advises that several attempts were made to contact Ms [redacted] to discuss this issue further but was unsuccessful speaking to her.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistanceWe 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 attentionThe complaint states that: Mr [redacted] advises that he has been experiencing connectivity issues with his Internet service from Frontier since installation five months agoMr [redacted] indicates that he has not received the Amazon gift card promised to him by FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference Customer speeds may vary over time.Upon investigation, Frontier issues the Amazon gift card through email with a subscription key Customers receive this key by email within days of their first payment Frontier confirmed with Mr [redacted] that he has never received the email.Frontier contacted Mr [redacted] by telephone and he has decided to cancel his services with Frontier as of February 1, Mr [redacted] does have a direct contact number if he should need anything further We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter