Frontier has reviewed the account of Mr [redacted] and finds that he ported his service to another provider on April 25, 2016.Frontier has issued a $courtesy credit to the account and the final bill has generated prorated credits, leaving a credit balance due.Frontier has submitted an expedited request to refund Mr [redacted] $Mr [redacted] will receive this refund within 14-business days.Frontier does apologize for any inconvenience caused
Frontier CommunicationsThank 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] indicates that he was advised of a lower price for his services and would like to have that price.Mr [redacted] also advise that his bill has increased the price on his current billFrontier has investigated the above statements and offers the following response:Frontier may offer promotions on pricing and services to eligible customers at various times.Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions.If eligible, customers must agree to applicable terms and conditions for a promotion to apply.Generally, promotions are not automatically applied to customer billsA review of the account confirmed the customer’s promotional discounts expired on 12/04/resulting in the price increase.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 Specialist: Tocoma K Department: General Manager
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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: • Ms [redacted] states that she signed a 2-year agreement with Verizon in January of before her account was migrated to Frontier Communications, after which she experienced increases to her bill • Ms [redacted] says that a Frontier agent offered her a new rate to retain her business and she was advised that it did not require a contract extension • Ms [redacted] recently requested that her Frontier account be disconnected and she was advised there would be a $cancellation fee • Ms [redacted] is requesting that the $termination fee be waived since she did not sign a contract Frontier has investigated the above statements and offers the following response: • Frontier records show that Ms [redacted] ’s monthly service charges were consistent from before the Frontier migration on 4/1/16, until her December billing statement when the Verizon promotions were nearing expiration • Review of the account history confirms that Ms [redacted] contacted us on 3/15/and she was changed to a new bundle offer which required a 2-year term agreementWe are unable to locate the recorded call for this contact • Although the contract is valid as the term dates are listed on the billing statement, in this instance Frontier has removed the contract term and associated early termination fees • Frontier apologizes for the miscommunication and Ms [redacted] has been advised of the resolution We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
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 was assured by a service representative that a full month credit would be applied to the account, not merely the prorated days When bank and credit card statements provide confirmation that the full month has been properly credited to my parents' account (or a refund issued), then I will consider the matter closed For the record, the day outage, although currently resolved, has prompted my parents to switch to a different phone carrier Frontier's inability to correct the problem in a remotely timely manner has completely dissolved any remaining good faith or confidence in Frontier Communications Regards, [redacted]
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 she signed up for Frontier internet service and paid a $deposit, but the service did not work properly and continuously buffered Ms [redacted] advises that she received a bill from Frontier for almost $and is requesting to have her balance zeroed out Frontier has investigated the above statements and offers the following response: Frontier advises that on her first invoice, Ms [redacted] was billed for the minimum days of service, a one-time installation fee, and a one-time charge for the router, which totaled $295.48.Frontier advises that the customer does owe for the time that the service was active, but since the service did not meet her needs, agreed to credit half of the original balance Frontier then issued a credit in the amount of $on November 8, 2017.Frontier spoke with Ms [redacted] on November 22, and advised her of the above statements She was advised to pay the remaining $balance, and then the $deposit will be refunded to her in full 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
Good Afternoon,This issue has been resolved Frontier spoke to [redacted] this morning and since she has already cancelled her service so I was not able to help with that but I did offer to issue a credit in the amount of $27.56, this will zero out her bill [redacted] accepted this and said it was OK for me to close the complaint
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
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
Frontier CommunicationsThank you for referring the complaint of Greg [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] is stating that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.Mr [redacted] states he would like one month of credit for the outage he experienced with his internet being outFrontier 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 WiFi network interference.Customer speeds may vary over timeFrontier investigated and found that was an outage in Mr***’s area however as of April 15, Mr [redacted] internet was restored by dispatching a technician to his location.Frontier records reflect that a credit for the time out of services has been issued toward Mr***’s account in the amount of $4.33.Please allow this credit to reflect on the customer’s bill in 1-bill cycles.Frontier does not issue credit for time lost spending contacting customer servicesWe 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 Specialist: Tocoma K Department: General Manager
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 when establishing service there would not be an early termination fee for disconnection of service [redacted] also states that the cost of his service has increased and the internet service speed is not equal to what the speed he is paying for Frontier 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 WiFi network interference Customer speeds may vary over timeFrontier advises for further assistance with his internet service performance issue to please contact Frontier technical support at ###-###-####Frontier advises upon reviewing the account our records indicate that Mr [redacted] has the Qpromotion in which upon disconnection of service the early termination fee will be waived.Frontier advises upon reviewing the account our records indicate Mr [redacted] has been billed correctly for his service with Frontier.Frontier advises on February 1, Frontier spoke with [redacted] and advised of the correct billing of service, the early termination fee to be waived upon disconnection of service, and to contact technical support with service issues.Frontier advises Mr [redacted] has a direct point of contact to FrontierWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] states he was not in a contract with Frontier however was told he had an ETF.Mr [redacted] states he wanted to downgrade to Internet onlyFrontier has investigated the above statements and offers the following response:Frontier records reflect that Mr [redacted] was in a month price agreement with automatic ETF waiverFrontier has downgraded Mr [redacted] to Internet only and waived the ETF that was associated to his account as of May 3, 2018.Frontier has also issued a onetime courtesy credit on Mr [redacted] ’s account in the amount of$Frontier representative has spoken to Mr [redacted] and have informed the customer of the credits and waiver of ETF.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 Specialist: Tocoma K Department: General Manager
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: Ms [redacted] advises, she called Frontier to move her service from zip code [redacted] to a new address in zip She wanted the service moved on July 29, Ms [redacted] advises, she asked clearly if Frontier services that area and she was told yesThe new address order was pending and it did not have Frontier FIOSIt had Frontier Copper facilitiesThe order was cancelled for the new addressMs [redacted] advises, she needs a billing adjustmentShe did not call Frontier to cancel her prescriptionMs [redacted] advises, she was fed the wrong informationMs [redacted] also request that Frontier does not subject her to an Early Termination feeFrontier has investigated the above statements and offers the following response: Frontier advises the new address Ms [redacted] moved to was found to be Copper facilitiesThese services are still a Frontier product but the television offered would be DISH a partner with Frontier when FIOS TV is not availableAs a compromise Frontier has issued this account adjustments on the billThe charges on Ms [redacted] bill has been adjusted, and her balance on the Early Termination fee has been removedThere is no amount due at this time.Frontier was unable to reach Ms [redacted] , and explained what has been done to resolve this issueMs [redacted] has been sent a Call Frontier EmailWith a Frontier Associates name and direct contact informationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications
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] states he has a billing discrepancy with FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on July 31, and explained the bill.Mr [redacted] understood the balance and paid the balance in fullMr [redacted] presented no further questions or concerns and has direct contact information for the future We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter [redacted]
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
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
Duplicate complaint:I opened a case, I.D# [redacted] with the Revdex.com over a month ago due to harassment and threats of Turing an account over to a collection agencyI never had an account with Frontier and when they bought out Fios they transferred my two month closed account from Fios to FrontierI spent over a year with Frontier, phone conversations, and probably hours trying to solve thisAfter my complaint with you, Frontier investigated this matter with Scott P [redacted] , executive customer relations officer with payments investigation # [redacted] They found they were in error and sent me via emails confirming thisAfter speaking to MrP [redacted] , my concern was that for months I was receiving threatening letters from Frontier threatening me with turning my account over to a collection agency and effectively hurting my credit, while being told every month on the phone that it had been handledI received several emails which I have copies from Mr.P [redacted] stating they were in error and my account is $They emails are dated March This week I received a collection notice from North Shore Collection Agency demanding payment to FrontierIn one of the documents Mr.P [redacted] sent via email, he told me if I received anything from a national collection agency, to notify him and he would handle itI called him on his direct company line, ###-###-#### ext: [redacted] several times but he will not return my callsI emailed him several times asking him to handle this as promised as this Frontier admitted mistake was about to cost me my perfect year credit rating, but he does not respondThe only time they have acted was when I filed my original complaint with your officeIf you need , I have all copies of emails sent to me by Mr.P [redacted] that I can provide to youI'm asking that you contacted this representative of Frontier Communications and have them stop this collection before my credit is ruinedI have attempted to do this but they do not respondThank you[redacted] To have Frontier Communications contact North Shore Agency and have them stop sending me collection notices, and to send me a letter from their corporation that states I owe them nothing and all accounts have been closedThey were and promised me this after your first contact with them, but they failed to do this and are allowing and hiring a collection agency to ruin my credit when Mr P [redacted] emailed me a $balance
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
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
The Complaint states that: Mr [redacted] advises that he ordered his Frontier Internet Service in August of Mr [redacted] advises that he reported slow speed in November and when a Frontier technician visited his home, he advised that the maximum the customer would receive is mbps download speedMr [redacted] advises that mbps download is not fast enough for what his household needs, so he cancelled his service at that timeFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] subscribed to Broadband Lite with a maximum speed of a mbps download speedFrontier advises that Mr [redacted] reported his service as slow in November 2017, after the internet had been connected to his home in AugustThe technician at that time confirmed that both the phone and internet were active at Mr [redacted] ’s house, and confirmed that he was connecting with a download of mbpsThis speed is faster than the speed that Mr [redacted] was subscribed toThere was no evidence from the technician or in our records that either product had not been working.Frontier advises that we are sustaining all charges for services provided to Mr [redacted] prior to his cancellationFrontier advises that we spoke to Mr [redacted] on March 6, to advise of the above
Frontier has reviewed the account of Mr [redacted] and finds that he ported his service to another provider on April 25, 2016.Frontier has issued a $courtesy credit to the account and the final bill has generated prorated credits, leaving a credit balance due.Frontier has submitted an expedited request to refund Mr [redacted] $Mr [redacted] will receive this refund within 14-business days.Frontier does apologize for any inconvenience caused
Frontier CommunicationsThank 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] indicates that he was advised of a lower price for his services and would like to have that price.Mr [redacted] also advise that his bill has increased the price on his current billFrontier has investigated the above statements and offers the following response:Frontier may offer promotions on pricing and services to eligible customers at various times.Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions.If eligible, customers must agree to applicable terms and conditions for a promotion to apply.Generally, promotions are not automatically applied to customer billsA review of the account confirmed the customer’s promotional discounts expired on 12/04/resulting in the price increase.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 Specialist: Tocoma K Department: General Manager
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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: • Ms [redacted] states that she signed a 2-year agreement with Verizon in January of before her account was migrated to Frontier Communications, after which she experienced increases to her bill • Ms [redacted] says that a Frontier agent offered her a new rate to retain her business and she was advised that it did not require a contract extension • Ms [redacted] recently requested that her Frontier account be disconnected and she was advised there would be a $cancellation fee • Ms [redacted] is requesting that the $termination fee be waived since she did not sign a contract Frontier has investigated the above statements and offers the following response: • Frontier records show that Ms [redacted] ’s monthly service charges were consistent from before the Frontier migration on 4/1/16, until her December billing statement when the Verizon promotions were nearing expiration • Review of the account history confirms that Ms [redacted] contacted us on 3/15/and she was changed to a new bundle offer which required a 2-year term agreementWe are unable to locate the recorded call for this contact • Although the contract is valid as the term dates are listed on the billing statement, in this instance Frontier has removed the contract term and associated early termination fees • Frontier apologizes for the miscommunication and Ms [redacted] has been advised of the resolution We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
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 was assured by a service representative that a full month credit would be applied to the account, not merely the prorated days When bank and credit card statements provide confirmation that the full month has been properly credited to my parents' account (or a refund issued), then I will consider the matter closed For the record, the day outage, although currently resolved, has prompted my parents to switch to a different phone carrier Frontier's inability to correct the problem in a remotely timely manner has completely dissolved any remaining good faith or confidence in Frontier Communications Regards, [redacted]
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 she signed up for Frontier internet service and paid a $deposit, but the service did not work properly and continuously buffered Ms [redacted] advises that she received a bill from Frontier for almost $and is requesting to have her balance zeroed out Frontier has investigated the above statements and offers the following response: Frontier advises that on her first invoice, Ms [redacted] was billed for the minimum days of service, a one-time installation fee, and a one-time charge for the router, which totaled $295.48.Frontier advises that the customer does owe for the time that the service was active, but since the service did not meet her needs, agreed to credit half of the original balance Frontier then issued a credit in the amount of $on November 8, 2017.Frontier spoke with Ms [redacted] on November 22, and advised her of the above statements She was advised to pay the remaining $balance, and then the $deposit will be refunded to her in full 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
Good Afternoon,This issue has been resolved Frontier spoke to [redacted] this morning and since she has already cancelled her service so I was not able to help with that but I did offer to issue a credit in the amount of $27.56, this will zero out her bill [redacted] accepted this and said it was OK for me to close the complaint
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
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
Frontier CommunicationsThank you for referring the complaint of Greg [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] is stating that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.Mr [redacted] states he would like one month of credit for the outage he experienced with his internet being outFrontier 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 WiFi network interference.Customer speeds may vary over timeFrontier investigated and found that was an outage in Mr***’s area however as of April 15, Mr [redacted] internet was restored by dispatching a technician to his location.Frontier records reflect that a credit for the time out of services has been issued toward Mr***’s account in the amount of $4.33.Please allow this credit to reflect on the customer’s bill in 1-bill cycles.Frontier does not issue credit for time lost spending contacting customer servicesWe 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 Specialist: Tocoma K Department: General Manager
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 when establishing service there would not be an early termination fee for disconnection of service [redacted] also states that the cost of his service has increased and the internet service speed is not equal to what the speed he is paying for Frontier 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 WiFi network interference Customer speeds may vary over timeFrontier advises for further assistance with his internet service performance issue to please contact Frontier technical support at ###-###-####Frontier advises upon reviewing the account our records indicate that Mr [redacted] has the Qpromotion in which upon disconnection of service the early termination fee will be waived.Frontier advises upon reviewing the account our records indicate Mr [redacted] has been billed correctly for his service with Frontier.Frontier advises on February 1, Frontier spoke with [redacted] and advised of the correct billing of service, the early termination fee to be waived upon disconnection of service, and to contact technical support with service issues.Frontier advises Mr [redacted] has a direct point of contact to FrontierWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] states he was not in a contract with Frontier however was told he had an ETF.Mr [redacted] states he wanted to downgrade to Internet onlyFrontier has investigated the above statements and offers the following response:Frontier records reflect that Mr [redacted] was in a month price agreement with automatic ETF waiverFrontier has downgraded Mr [redacted] to Internet only and waived the ETF that was associated to his account as of May 3, 2018.Frontier has also issued a onetime courtesy credit on Mr [redacted] ’s account in the amount of$Frontier representative has spoken to Mr [redacted] and have informed the customer of the credits and waiver of ETF.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 Specialist: Tocoma K Department: General Manager
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: Ms [redacted] advises, she called Frontier to move her service from zip code [redacted] to a new address in zip She wanted the service moved on July 29, Ms [redacted] advises, she asked clearly if Frontier services that area and she was told yesThe new address order was pending and it did not have Frontier FIOSIt had Frontier Copper facilitiesThe order was cancelled for the new addressMs [redacted] advises, she needs a billing adjustmentShe did not call Frontier to cancel her prescriptionMs [redacted] advises, she was fed the wrong informationMs [redacted] also request that Frontier does not subject her to an Early Termination feeFrontier has investigated the above statements and offers the following response: Frontier advises the new address Ms [redacted] moved to was found to be Copper facilitiesThese services are still a Frontier product but the television offered would be DISH a partner with Frontier when FIOS TV is not availableAs a compromise Frontier has issued this account adjustments on the billThe charges on Ms [redacted] bill has been adjusted, and her balance on the Early Termination fee has been removedThere is no amount due at this time.Frontier was unable to reach Ms [redacted] , and explained what has been done to resolve this issueMs [redacted] has been sent a Call Frontier EmailWith a Frontier Associates name and direct contact informationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications
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] states he has a billing discrepancy with FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on July 31, and explained the bill.Mr [redacted] understood the balance and paid the balance in fullMr [redacted] presented no further questions or concerns and has direct contact information for the future We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter [redacted]
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
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
Duplicate complaint:I opened a case, I.D# [redacted] with the Revdex.com over a month ago due to harassment and threats of Turing an account over to a collection agencyI never had an account with Frontier and when they bought out Fios they transferred my two month closed account from Fios to FrontierI spent over a year with Frontier, phone conversations, and probably hours trying to solve thisAfter my complaint with you, Frontier investigated this matter with Scott P [redacted] , executive customer relations officer with payments investigation # [redacted] They found they were in error and sent me via emails confirming thisAfter speaking to MrP [redacted] , my concern was that for months I was receiving threatening letters from Frontier threatening me with turning my account over to a collection agency and effectively hurting my credit, while being told every month on the phone that it had been handledI received several emails which I have copies from Mr.P [redacted] stating they were in error and my account is $They emails are dated March This week I received a collection notice from North Shore Collection Agency demanding payment to FrontierIn one of the documents Mr.P [redacted] sent via email, he told me if I received anything from a national collection agency, to notify him and he would handle itI called him on his direct company line, ###-###-#### ext: [redacted] several times but he will not return my callsI emailed him several times asking him to handle this as promised as this Frontier admitted mistake was about to cost me my perfect year credit rating, but he does not respondThe only time they have acted was when I filed my original complaint with your officeIf you need , I have all copies of emails sent to me by Mr.P [redacted] that I can provide to youI'm asking that you contacted this representative of Frontier Communications and have them stop this collection before my credit is ruinedI have attempted to do this but they do not respondThank you[redacted] To have Frontier Communications contact North Shore Agency and have them stop sending me collection notices, and to send me a letter from their corporation that states I owe them nothing and all accounts have been closedThey were and promised me this after your first contact with them, but they failed to do this and are allowing and hiring a collection agency to ruin my credit when Mr P [redacted] emailed me a $balance
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
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
The Complaint states that: Mr [redacted] advises that he ordered his Frontier Internet Service in August of Mr [redacted] advises that he reported slow speed in November and when a Frontier technician visited his home, he advised that the maximum the customer would receive is mbps download speedMr [redacted] advises that mbps download is not fast enough for what his household needs, so he cancelled his service at that timeFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] subscribed to Broadband Lite with a maximum speed of a mbps download speedFrontier advises that Mr [redacted] reported his service as slow in November 2017, after the internet had been connected to his home in AugustThe technician at that time confirmed that both the phone and internet were active at Mr [redacted] ’s house, and confirmed that he was connecting with a download of mbpsThis speed is faster than the speed that Mr [redacted] was subscribed toThere was no evidence from the technician or in our records that either product had not been working.Frontier advises that we are sustaining all charges for services provided to Mr [redacted] prior to his cancellationFrontier advises that we spoke to Mr [redacted] on March 6, to advise of the above