Tell us why hereThank 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] states that he had a contract with Verizon for their FIOS serviceHe states that nothing in the contract said that the contract was transferable to another companyFrontier bought Verizon FIOS network in much of Texas and he became a Frontier customerMr [redacted] states that he did not have Frontier for long, due to the spotty service and their poor reputationNow Frontier is trying to hit him with a contract early termination feeHe states he never signed any contract with FrontierAgain the contract with Verizon did not say anywhere in the terms that it was transferable Frontier has investigated the above statements and offers the following response: Frontier take over the Verizon contracts when they converted the services to FrontierFrontier issued the early termination fee credit of $to Mr [redacted] due to the issues he had with the FIOS servicesMr [redacted] is due a credit refund of $38.52, which he should receive in the mail with in seven to business daysFrontier has tried to contact Mr [redacted] on several occasions, each time leaving him a message with our contact informationFrontier also sent an email and a call me letter to Mr [redacted] 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 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 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 a Technician went to Mr [redacted] ’s residence on November 24, and installed a Whole Home filter and rewired the wires in the basementFrontier also replaced Mr [redacted] ’s modem with a newer model.Frontier states the Technician verified the internet service was working and a speed test was done and confirmed it was working within the speed range for the services Mr [redacted] subscribes tooWe trust that this information will assist you in closing this complaint We regret any inconvenience that Andrew C [redacted] may have experienced as a result 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]
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 when I see this amount credited to my account and the monthly charge for the International Calling Plan is removed from my bill and never charged to me again! I have been told by Frontier that I would be credited for this charge and NEVER was Regards, [redacted]
Thank you for referring the complaint of Bianca [redacted] to our office for review We appreciate you bringing this matter to our attention The Complaint states that: • Ms [redacted] states she has had difficulty getting the deposit back from Frontier Frontier has investigated the above statements and offers the following response: • We successfully reached Ms [redacted] who confirmed the deposit has been refunded to her account 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
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
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] ***
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
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
Tell us why here Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises he was to have his internet services upgraded to FiOS 150/at which time he spent days without service and did not receive credit.Mr [redacted] also states a Frontier technician damaged his drywall while working at his home and the repair preformed was not satisfactory Frontier has investigated the above statements and offers the following response: Frontier advises a contractor did the original work that caused damage to Mr [redacted] ’s home and a Frontier technician did come out to fix it and advised the contractor would be contacting Mr [redacted] for a better repair A Frontier representative has spoken with the contractor manager who set an appointment for October 7, to finish the repairHowever, on October 4, Mr [redacted] emailed the Frontier representative advising to cancel his repair appointment and that he would do the repairs himself.A total credit of $has been issued to Mr [redacted] ’s account for his time out of service and as a courtesy for the damage caused to his homeWe 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 him bringing this matter to our attention.The Complaint states that:• Mr [redacted] advises that he attempted to schedule a technician to connect his internet after he moved his jack from upstairs to downstairs and was not successfulHe was transferred so often that Customer Service closed before he could place his order.• Mr [redacted] requested that the correct department call him to schedule the connection.Frontier has investigated the above statements and offers the following response:• Frontier submitted an order on 2/2/to connect Mr***’s jack and left a message for him that it was scheduled for 2/8/and to call if this date was not satisfactoryA contact name and number was provided should Mr [redacted] have further questions as well as the Customer Service number.• Frontier spoke with Mr [redacted] on 2/11/and confirmed the connection was completed successfully on 2/8/Mr [redacted] advised that he had the same problem of reaching the correct department when he called to verify the date but was finally able to confirm the appointment• In this instance, Frontier has agreed to credit $to Mr***’s account.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.Sincerely,Frontier Customer Relations
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 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 belowBefore the phone numbers were ported out by my new carrier on 6/2/Frontier had to get my approval to have the numbers ported out When I spoke to them on the phone I specifically requested for them to cancel all service on ALL LINES related to the main phone line number Frontier is saying this falls on the new service to have the other phone lines cancelled, but why am I not able to do that myself? I'm the one with the service so I should be able to cancel my own service which I did There is probably phone record of me clarifying with Frontier that ALL services would be stopped and that I would no longer be billed After fighting later on about the early termination fee that was not discussed with me prior (nor did I sign anything in writing agreeing to an early termination fee) I did end up paying that early termination fee Regards, [redacted] Regards, [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 I am however somewhat skeptical of Frontier Communication's ability to correctly follow through on what they have said they will doBased upon their history here - can you blame me? However be that as it may I will take this resolution and hope that the billing they send me for August is correct and that all incorrect charges have been removed and credit is provided back to my mothers account.I would sincerely like to thank Revdex.com for your assistance in helping me with this problemI would not have been able to get the attention that this issue rightly deserves on my own serve on my ownSo for that my mother and I are sincerely grateful for your help and certainly for the fast reply and assistanceThank you again and I hope I have no need to contact Revdex.com again in August about this issue Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he reported a service outage for phone an internet on September 1st and was notified service was restored on September 3rdMr [redacted] states that upon checking his service, it was determined that the service was still not workingMr [redacted] states a second repair ticket was opened by Frontier and he was told a technician would be dispatched on September 8th between 8-pm, but the technician did not show A recorded message indicated the technician would instead be dispatched on September 9thMr [redacted] states on September 9th, the technician did not show upMr [redacted] states he was then told a technician would be scheduled for September 12th and Frontier failed to call or show up Frontier has investigated the above statements and offers the following response: Mr [redacted] reported a service outage on August 28th with a due date of restoral for September 1st Another trouble ticket was submitted with a restoral date of September 8th and was later changed to September 9th Mr [redacted] ’s initial repair request was thought to be part of an outage in his area, and therefore he was told his service was restored when the outage was correctedThe outage repair did not correct his issue.On September 12th a Frontier representative tried to reach Mr [redacted] on his home phoneThis was not successful as the phone service was not working.On September 14th Mr [redacted] ’s services were restored Mr [redacted] was issued credit for the time he did not have service and provided an additional credit for missed appointments 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: Carla Peters Department: Customer Relations
Thank you for referring the complaint of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that she had been informed by Frontier that the installation fee of $would be waived, due to the fact that the internet service was not installed by a technician nor was any equipment delivered to her Ms [redacted] advises that Frontier needs to remove the $install fee from her billFrontier has investigated the above statements and offers the following response: Frontier advises that since the home was already wired for internet service, there was no need for a technician to enter the residence, and the service was activated from the outside of the homeFrontier advises that since Ms [redacted] continued to use the router that belonged to the previous resident and no new equipment was delivered, Frontier agreed to reverse the delivery fee of $ Frontier advises that although the $installation fee is a valid charge, a $credit was issued to the customer’s account as a courtesy for the missed appointments, and a $late payment fee was also reversed The remaining balance on the account is $110.97.Frontier spoke with Ms [redacted] on March 21, and advised her of the above statements 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 Regards, [redacted] Thank you amanda for all your help in this matter, [redacted] & ***
Frontier has investigated the above statements and offers the following response: Frontier advises that records indicate that Mr [redacted] did not call in to disconnect servicesFrontier has issued an order to disconnect the service per Mr***’s request on July 21, As a courtesy, since Frontier records indicate no usage after April, we have issued a credit to cover Mr***’s charges since AprilCurrently, Mr [redacted] has a credit balance of $which will be refund within days 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
Tell us why hereThank 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] states that he had a contract with Verizon for their FIOS serviceHe states that nothing in the contract said that the contract was transferable to another companyFrontier bought Verizon FIOS network in much of Texas and he became a Frontier customerMr [redacted] states that he did not have Frontier for long, due to the spotty service and their poor reputationNow Frontier is trying to hit him with a contract early termination feeHe states he never signed any contract with FrontierAgain the contract with Verizon did not say anywhere in the terms that it was transferable Frontier has investigated the above statements and offers the following response: Frontier take over the Verizon contracts when they converted the services to FrontierFrontier issued the early termination fee credit of $to Mr [redacted] due to the issues he had with the FIOS servicesMr [redacted] is due a credit refund of $38.52, which he should receive in the mail with in seven to business daysFrontier has tried to contact Mr [redacted] on several occasions, each time leaving him a message with our contact informationFrontier also sent an email and a call me letter to Mr [redacted] 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 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 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 a Technician went to Mr [redacted] ’s residence on November 24, and installed a Whole Home filter and rewired the wires in the basementFrontier also replaced Mr [redacted] ’s modem with a newer model.Frontier states the Technician verified the internet service was working and a speed test was done and confirmed it was working within the speed range for the services Mr [redacted] subscribes tooWe trust that this information will assist you in closing this complaint We regret any inconvenience that Andrew C [redacted] may have experienced as a result 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]
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 when I see this amount credited to my account and the monthly charge for the International Calling Plan is removed from my bill and never charged to me again! I have been told by Frontier that I would be credited for this charge and NEVER was Regards, [redacted]
Thank you for referring the complaint of Bianca [redacted] to our office for review We appreciate you bringing this matter to our attention The Complaint states that: • Ms [redacted] states she has had difficulty getting the deposit back from Frontier Frontier has investigated the above statements and offers the following response: • We successfully reached Ms [redacted] who confirmed the deposit has been refunded to her account 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
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
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] ***
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
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
Tell us why here Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises he was to have his internet services upgraded to FiOS 150/at which time he spent days without service and did not receive credit.Mr [redacted] also states a Frontier technician damaged his drywall while working at his home and the repair preformed was not satisfactory Frontier has investigated the above statements and offers the following response: Frontier advises a contractor did the original work that caused damage to Mr [redacted] ’s home and a Frontier technician did come out to fix it and advised the contractor would be contacting Mr [redacted] for a better repair A Frontier representative has spoken with the contractor manager who set an appointment for October 7, to finish the repairHowever, on October 4, Mr [redacted] emailed the Frontier representative advising to cancel his repair appointment and that he would do the repairs himself.A total credit of $has been issued to Mr [redacted] ’s account for his time out of service and as a courtesy for the damage caused to his homeWe 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 him bringing this matter to our attention.The Complaint states that:• Mr [redacted] advises that he attempted to schedule a technician to connect his internet after he moved his jack from upstairs to downstairs and was not successfulHe was transferred so often that Customer Service closed before he could place his order.• Mr [redacted] requested that the correct department call him to schedule the connection.Frontier has investigated the above statements and offers the following response:• Frontier submitted an order on 2/2/to connect Mr***’s jack and left a message for him that it was scheduled for 2/8/and to call if this date was not satisfactoryA contact name and number was provided should Mr [redacted] have further questions as well as the Customer Service number.• Frontier spoke with Mr [redacted] on 2/11/and confirmed the connection was completed successfully on 2/8/Mr [redacted] advised that he had the same problem of reaching the correct department when he called to verify the date but was finally able to confirm the appointment• In this instance, Frontier has agreed to credit $to Mr***’s account.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.Sincerely,Frontier Customer Relations
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 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 belowBefore the phone numbers were ported out by my new carrier on 6/2/Frontier had to get my approval to have the numbers ported out When I spoke to them on the phone I specifically requested for them to cancel all service on ALL LINES related to the main phone line number Frontier is saying this falls on the new service to have the other phone lines cancelled, but why am I not able to do that myself? I'm the one with the service so I should be able to cancel my own service which I did There is probably phone record of me clarifying with Frontier that ALL services would be stopped and that I would no longer be billed After fighting later on about the early termination fee that was not discussed with me prior (nor did I sign anything in writing agreeing to an early termination fee) I did end up paying that early termination fee Regards, [redacted] Regards, [redacted]
Frontier has verified with Mrs [redacted] and verified that the equipment is working as it should
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am however somewhat skeptical of Frontier Communication's ability to correctly follow through on what they have said they will doBased upon their history here - can you blame me? However be that as it may I will take this resolution and hope that the billing they send me for August is correct and that all incorrect charges have been removed and credit is provided back to my mothers account.I would sincerely like to thank Revdex.com for your assistance in helping me with this problemI would not have been able to get the attention that this issue rightly deserves on my own serve on my ownSo for that my mother and I are sincerely grateful for your help and certainly for the fast reply and assistanceThank you again and I hope I have no need to contact Revdex.com again in August about this issue Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he reported a service outage for phone an internet on September 1st and was notified service was restored on September 3rdMr [redacted] states that upon checking his service, it was determined that the service was still not workingMr [redacted] states a second repair ticket was opened by Frontier and he was told a technician would be dispatched on September 8th between 8-pm, but the technician did not show A recorded message indicated the technician would instead be dispatched on September 9thMr [redacted] states on September 9th, the technician did not show upMr [redacted] states he was then told a technician would be scheduled for September 12th and Frontier failed to call or show up Frontier has investigated the above statements and offers the following response: Mr [redacted] reported a service outage on August 28th with a due date of restoral for September 1st Another trouble ticket was submitted with a restoral date of September 8th and was later changed to September 9th Mr [redacted] ’s initial repair request was thought to be part of an outage in his area, and therefore he was told his service was restored when the outage was correctedThe outage repair did not correct his issue.On September 12th a Frontier representative tried to reach Mr [redacted] on his home phoneThis was not successful as the phone service was not working.On September 14th Mr [redacted] ’s services were restored Mr [redacted] was issued credit for the time he did not have service and provided an additional credit for missed appointments 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: Carla Peters Department: Customer Relations
Thank you for referring the complaint of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that she had been informed by Frontier that the installation fee of $would be waived, due to the fact that the internet service was not installed by a technician nor was any equipment delivered to her Ms [redacted] advises that Frontier needs to remove the $install fee from her billFrontier has investigated the above statements and offers the following response: Frontier advises that since the home was already wired for internet service, there was no need for a technician to enter the residence, and the service was activated from the outside of the homeFrontier advises that since Ms [redacted] continued to use the router that belonged to the previous resident and no new equipment was delivered, Frontier agreed to reverse the delivery fee of $ Frontier advises that although the $installation fee is a valid charge, a $credit was issued to the customer’s account as a courtesy for the missed appointments, and a $late payment fee was also reversed The remaining balance on the account is $110.97.Frontier spoke with Ms [redacted] on March 21, and advised her of the above statements 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 Regards, [redacted] Thank you amanda for all your help in this matter, [redacted] & ***
Frontier has investigated the above statements and offers the following response: Frontier advises that records indicate that Mr [redacted] did not call in to disconnect servicesFrontier has issued an order to disconnect the service per Mr***’s request on July 21, As a courtesy, since Frontier records indicate no usage after April, we have issued a credit to cover Mr***’s charges since AprilCurrently, Mr [redacted] has a credit balance of $which will be refund within days 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