Tell us why hereThank you for referring the complaint of [redacted] M [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] states that she contacted Frontier and was advised that she will only receive a $Amazon gift card because her DISH Network was unbundledMs [redacted] is requesting to have the $Amazon gift cardFrontier has investigated the above statements and offers the following response:Frontier advises Ms***’s service was established on June 22, 2017.Frontier advises that Ms***’s first billing statement was $which generated on July 4, Frontier advises that in order to qualify for the Amazon gift card the first initial bill after accepting the Amazon gift card offer must be paidFrontier advises that the first bill was not paid on the due date of July 28, 2017.Frontier advises that it requires days after the installation of qualifying services to receive the Amazon gift card code to their emailFrontier advises that on September 7, Ms [redacted] contacted Frontier requesting to unbundle her DISH Network from her Frontier billing statementFrontier advises that due to Ms [redacted] unbundling her DISH Network service prior to the 90-day time frame she no longer qualifies for the $Amazon gift cardFrontier’s promotional department has determined that Ms [redacted] will qualify for a $Amazon gift card for having the Frontier telephone and Internet serviceFrontier advises that Ms [redacted] is still under a contract and her early termination fee will now be $for her Frontier products if she cancels prior to June 21, 2019.Frontier advises that Ms [redacted] was sent the $Amazon gift card code on November 7, to the email of [redacted] .com that she provided FrontierWe 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: Mr [redacted] states when he contacted Frontier on May 3, to report his Frontier telephone service wasn’t working and he was advised it would be May 7, before it could be looked atMr [redacted] also states he is having trouble accessing certain programs with online streaming from mobile devices.Frontier has investigated the above statements and offers the following response:On May 17, Frontier spoke with Mr [redacted] regarding his concerns His phone problem was part of a known issue in his area that Frontier was diligently attempting to correct Mr***’s service was restored on May 12, Frontier’s policy is to issue an out of service credit when a customer is without service for over hoursMr [redacted] was issued an out of service credit of $that will appear on his next billing statement.We explained to Mr [redacted] that Frontier in continuously working to add more programming on a daily basis and will be working diligently to load the remaining content We appreciate Mr***’s patience regarding this matter.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 [redacted] bringing this matter to our attention The Complaint states that: Customer states that she has no sound for certain channels and guide for the TV services Customer says that the internet service is not working Frontier has investigated the above statements and offers the following response: Frontier dispatched a tech to the site on June 23, and found a bad HDMI port, changed to component cable The customer was provided an out of service credit of $ The customer is satisfied and has been provide my direct contact information for future issues 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
Per Frontier records, Ms [redacted] had 3.0/768K High Speed Internet which billed $+ taxes monthlyShe called and spoke with a Frontier agent to try to have her speed increased and was offered a FIOS data planMs [redacted] was given $discount as of January 30, with order # She now bills FIOS 50/data at the rate of $with discount plus an additional $upgrade fee monthly The upgrade fee is billing in error I created order # to remove the Data upgrade charges of $so that the account would just bill $+ tax monthly I also adjusted account from Jan - present (months/$46) Brianne spoke to a Frontier agent and the agent adjusted the account due to data service "not working per Cust" the month of January ...total credit $75.68($with tax) Case closed
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] I want credited for what is owed on my bill I've continued to pay over the past years because they will not credit the bill until the service has been completed; however, my problem has never been fully resolved and I've NEVER received a phone call from their ATTEMPT to repair the problem in order to call and get a credit on my bill
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate this matter being brought to our attention The customer’s concerns were previously addressed in our office Frontier has investigated the above statements and offers the following response: The May 19, billing statement total amount due was $The itemized charges were the following: Regional Calling Essentials $19.99, High Speed Internet $26.01, and $promotional credit plus taxes and surchargesThe June 19, billing statement total amount due was $The bill was higher due to pro-rated charges from June 2nd to June 18th and month in advance from June 19th to July 18th for High Speed Internet $In addition, the $promotional credit was removed.The July 19, billing statement contained a past due balance of $from the previous billThis past due balance combined with the current charges of $brought the total amount due to $The bill was higher due to Regional Essential monthly recurring charge of $and a Late Payment fee of $was billedA corrective order was initiated to remove the Regional Essentials and add the Regional Call Essentials at back to the accountThis change order activity was reflected on the August billCredits totaling $were issued and posted to the August billOn August 22, I spoke with Mr [redacted] and he advised the issue was resolvedI provided Mr [redacted] my contact number should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Frontier has investigated the above statements and offers the following response: Frontier has contacted Ms [redacted] several times without success A contact letter will be mailed today to the address we have on file.Frontier has reviewed Ms [redacted] ’s account and has issued two credits, one for the missed installation commitment and the second a courtesy credit The current billing cycle dated March 16, has a zero balance No payment is dueThis updated balance is available online by logging on to www.frontier.comWe 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 Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises that he received a letter dated December 27, from Frontier in the amount of $ and has no idea what the charge is for Mr [redacted] has called several times to dispute this charge.Mr [redacted] indicates that Frontier improperly charged him an early termination fee and his account was renewed without his approval Frontier has investigated the above statements and offers the following response: Mr [redacted] ’s account was automatically renewed on May 23, and each year thereafter Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts Frontier lists the contract dates and the automatic renewal policy on each monthly invoice.Frontier advises we followed the guidelines and the early termination fee of $plus fees and taxes area valid according to our policies when a customer ports out their service.Frontier spoke with Mr [redacted] , on March 7, and advised of the above We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Mr [redacted] was experiencing service interruption due to equipment failureMr [redacted] required a new router, which can take up to five business days to be received by the customerAfter further investigation, Mr [redacted] had a promotion of $that expired on March 24, Mr [redacted] was offered a $credit for twelve months going forward.Frontier advises Frontier has guidelines for social media postsFrontier has the right to remove or block any post that that is deemed in violation of these guidelinesThe guidelines can be viewed in their entirety at [redacted] Mr [redacted] received a total credit of $for time out of service
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mr [redacted] advised his account has an incorrect balance of $ after his payment Frontier has investigated the above statements and offers the following response: Frontier advises the account has been credited $ for the partial service billing from April to April 30, and fees for equipment that was not shipped.Frontier also removed the Fios free router from the billing as customer using own router.Frontier spoke with Mr [redacted] on August 25, and explained the aboveWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that her Frontier internet service is not reliable and that the internet connection continuously gets interrupted Ms [redacted] advises that the download and upload speeds of her internet service are slower than what they should be and that she pays for the highest available download speedMs [redacted] advises that she wants to be credited for services that she has not receivedFrontier has investigated the above statements and offers the following response: Frontier advises that a technician came out to the customer’s home on August 1, 2017, and ran different speed tests The results indicated that the download speed was running in between and megabits per second, and the highest speed for the level of internet service that the customer subscribes to is as fast as megabits per second Frontier also advises that the technician’s notes indicate that the slower internet speeds that Ms [redacted] has been experiencing occur in the evenings Frontier advises that there is a higher speed of internet available that Ms [redacted] can subscribe to that allows for speeds as fast as megabits per second, at an additional costFrontier advises that the actual speed of the internet can depend on a number of factors, such as the time of day that the internet is being used, whether a wireless or wired connection is being used, and if there is congestion on the network Frontier advises that Ms [redacted] was credited for a full month of internet service in July 2017, in the amount of $46.39, and no further credits will be issued at this time 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 I do not think that Frontier should be able to bill customers for a third party charge without prior approval from the customer.I will accept the final settlement of the billing but would like to see this problem solved for future customers of Frontier Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Complaint states that: Mrs [redacted] states that she does not understand why Frontier has to submit a refund in the form of a gift card to a deceased personMrs [redacted] states that it is poor customer service to be provided information regarding a refund check only to be issued a refund gift cardMrs [redacted] advised Frontier that the three month refund time is unethical, immoral, and a way to frustrate customers into not accepting their refunds so Frontier can keep the money Frontier has investigated the above statements and offers the following response: Frontier apologized first for any inconvenience Mrs [redacted] may have experienced during the refund process.Frontier explained that a letter with instructions is sent with the refund gift card and details different options for retrieving the funds on the card.Frontier explained that once an account has been sent to [redacted] for refund the money belongs to the account holder and is no longer in Frontier’s possession.Frontier expressed regret that Mrs [redacted] remained unsatisfied with the refund policies but will sustain our current practices We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that his service liability should have cancelled as of December 1, Frontier has investigated the above statements and offers the following response: Frontier placed an order to disconnect the service and back date the billing to December 1, Frontier advises our records indicate that Mr [redacted] was not advised of the change of ownership documents that needed to be signed and returnedThe document was not returned by the new owner, causing Mr [redacted] to continue to billFrontier spoke with Mr [redacted] on April 13, and advised of the above statementsWe 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 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.Frontier reported that the service was removed on 4/17/17, and returned to active status on 5/7/but never placed on vacation mode after May Frontier is mistaken in there report regarding dates and requests for change in service We always obtain closure on any outstanding issues before leaving Florida for the summer Attached, see a record of Credit Card Transactions tracting our spending activity during the month of April As can be seen, we made a purchase in Boone, NC on 4/7// Our last purchase in Florida was on 4/6/ My wife contacted Frontier on April or 6, to establish vacation mode This call resulted in us having to disconnect service to avoid automatic debits from our checking account/credit card We were insistent on not allowing Frontier to bill us incorrectly which occurred in As such, we were under the impression that we would have to reinitiate service upon returning in the fall I never contacted Frontier to place the service back on vacation mode on May As far as we were concerned the service was disconnected as of 4/07/If Frontier provided an acurrate record of the time spent attempting to resolve our customer service issues during prior to May 7, they would acknowledge that we were on hold for extraordinary periods of time waiting for a representative to answer, and/or resolve the issueS Frontier would also acknowledge, that we called multiple times over the same issues (e.g., being able to access phone service, voicemial, outages, etc.)Frontier would also find that we called no less than times reporting no phone access when transitioning out of vacation mode to full service in before getting someone to come to the house to check the linesIn speaking with representatives regarding this issue, they repeatedly stated the problem was on our end, and they were not responsible for resolving the issueThey eventually ignored our complaints, but did send someone out to resolve the problemWe spent hours and hours dealing with Frontier over issues that should have taken only minutes of our time to address Given this level of disorganization of Frontier's Customer Service, I challenge them to provide evidence I called on May to re-enstate service We were not in the house on the dates that long distance calls were made in June Our Home Watch agent may have called from the home phone to speak with one of us If so, she had no knowledge of the service status with Frontier However, the correspondence we had with her typically through text, which is beyond the capability of Frontier's phone service to my knowledgeFrontier has placed their bogus charges of in collections, and reported the charge to a credit buearuWe respectfully request, Frontier honor a reasonable approach to resolving the issue, remove all charges from the account, and withdraw claims from all credit reporting agencies Regards, [redacted]
Frontier has investigated the above statements and offers the following response: Frontier advises due to service order posting error Mr [redacted] was charged an additional month of service incorrectly.Frontier has fully credited the account leaving a zero balance and the account is closedFrontier attempted to reach Mr [redacted] to advise of the about but was unsuccessfulFrontier left a message for Mr [redacted] that included direct contact informationWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
Our records January 29, customer called Verizon to have services disconnected; however, the representative at the time could not proceed with order due to an existing pending order that was already created November 7, Frontier spoke with Mrs [redacted] acknowledging her concerns, and advised we are now showing account disconnected as of July 20, As a courtesy, we proceeded to credit the total amount of $144.19, and submitted a request to have account recalled from collectionsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] has had multiple billing issuesShe states that her monthly bill should be $per monthMs [redacted] states that the two year agreement she made was with Verizon and it should run through August of Ms [redacted] states that she called in to Frontier and they told her that they would honor the $Then she received her next month’s bill and it was incorrect againShe has had several different answers and wants the $price quote Frontier has investigated the above statements and offers the following response: Frontier received Ms***’s account in April with the promotions that Verizon had offered herOne of the promotions of $ended in August of Frontier has agreed to honor the price of $for Ms [redacted] through August of Frontier has made adjustments to Ms [redacted] account to get her bill down to the $Frontier spoke to Ms [redacted] after receiving a rebuttalMs [redacted] is aware that her balance remaining on account that is due November 2, is $She is also aware that the promotion for the Fully loaded Entertainment Package was over as of August 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.As a preliminary matter, Frontier has incorrectly identified us as " LACCD / [redacted] Style Definitions */ [redacted] " Frontier must (once again) have "dropped the ball".Further, we made multiple efforts to communicate with Frontier and we have not had the benefit of a response Indeed, we made efforts to call Frontier on June 16, 2016, June 20, 2016, sent a fascimile to Frontier at ###-###-#### on July 8, 2016, and sent letters dated April 28, 2016, June 23, 2016, and June 19, Briefly, we spoke with a customer service representative named "Carolina" and "David" before our telephonic discussion ended when it was disconnected on August 12, [David promised that someone from Frontier would be calling us back on that same date -- of course, as with all other representations made by Frontier, this commitment has not been fulfilled.] We have cancelled our service, but we demand all payments received since April 28, We have had our service with Frontier disconnected on July 18, 2016, but we are still being billed by Frontier By this response, we demand the return of all payments made since our first complaint Regards, [redacted] ***
Tell us why hereThank you for referring the complaint of [redacted] M [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] states that she contacted Frontier and was advised that she will only receive a $Amazon gift card because her DISH Network was unbundledMs [redacted] is requesting to have the $Amazon gift cardFrontier has investigated the above statements and offers the following response:Frontier advises Ms***’s service was established on June 22, 2017.Frontier advises that Ms***’s first billing statement was $which generated on July 4, Frontier advises that in order to qualify for the Amazon gift card the first initial bill after accepting the Amazon gift card offer must be paidFrontier advises that the first bill was not paid on the due date of July 28, 2017.Frontier advises that it requires days after the installation of qualifying services to receive the Amazon gift card code to their emailFrontier advises that on September 7, Ms [redacted] contacted Frontier requesting to unbundle her DISH Network from her Frontier billing statementFrontier advises that due to Ms [redacted] unbundling her DISH Network service prior to the 90-day time frame she no longer qualifies for the $Amazon gift cardFrontier’s promotional department has determined that Ms [redacted] will qualify for a $Amazon gift card for having the Frontier telephone and Internet serviceFrontier advises that Ms [redacted] is still under a contract and her early termination fee will now be $for her Frontier products if she cancels prior to June 21, 2019.Frontier advises that Ms [redacted] was sent the $Amazon gift card code on November 7, to the email of [redacted] .com that she provided FrontierWe 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: Mr [redacted] states when he contacted Frontier on May 3, to report his Frontier telephone service wasn’t working and he was advised it would be May 7, before it could be looked atMr [redacted] also states he is having trouble accessing certain programs with online streaming from mobile devices.Frontier has investigated the above statements and offers the following response:On May 17, Frontier spoke with Mr [redacted] regarding his concerns His phone problem was part of a known issue in his area that Frontier was diligently attempting to correct Mr***’s service was restored on May 12, Frontier’s policy is to issue an out of service credit when a customer is without service for over hoursMr [redacted] was issued an out of service credit of $that will appear on his next billing statement.We explained to Mr [redacted] that Frontier in continuously working to add more programming on a daily basis and will be working diligently to load the remaining content We appreciate Mr***’s patience regarding this matter.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 [redacted] bringing this matter to our attention The Complaint states that: Customer states that she has no sound for certain channels and guide for the TV services Customer says that the internet service is not working Frontier has investigated the above statements and offers the following response: Frontier dispatched a tech to the site on June 23, and found a bad HDMI port, changed to component cable The customer was provided an out of service credit of $ The customer is satisfied and has been provide my direct contact information for future issues 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
Per Frontier records, Ms [redacted] had 3.0/768K High Speed Internet which billed $+ taxes monthlyShe called and spoke with a Frontier agent to try to have her speed increased and was offered a FIOS data planMs [redacted] was given $discount as of January 30, with order # She now bills FIOS 50/data at the rate of $with discount plus an additional $upgrade fee monthly The upgrade fee is billing in error I created order # to remove the Data upgrade charges of $so that the account would just bill $+ tax monthly I also adjusted account from Jan - present (months/$46) Brianne spoke to a Frontier agent and the agent adjusted the account due to data service "not working per Cust" the month of January ...total credit $75.68($with tax) Case closed
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] I want credited for what is owed on my bill I've continued to pay over the past years because they will not credit the bill until the service has been completed; however, my problem has never been fully resolved and I've NEVER received a phone call from their ATTEMPT to repair the problem in order to call and get a credit on my bill
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate this matter being brought to our attention The customer’s concerns were previously addressed in our office Frontier has investigated the above statements and offers the following response: The May 19, billing statement total amount due was $The itemized charges were the following: Regional Calling Essentials $19.99, High Speed Internet $26.01, and $promotional credit plus taxes and surchargesThe June 19, billing statement total amount due was $The bill was higher due to pro-rated charges from June 2nd to June 18th and month in advance from June 19th to July 18th for High Speed Internet $In addition, the $promotional credit was removed.The July 19, billing statement contained a past due balance of $from the previous billThis past due balance combined with the current charges of $brought the total amount due to $The bill was higher due to Regional Essential monthly recurring charge of $and a Late Payment fee of $was billedA corrective order was initiated to remove the Regional Essentials and add the Regional Call Essentials at back to the accountThis change order activity was reflected on the August billCredits totaling $were issued and posted to the August billOn August 22, I spoke with Mr [redacted] and he advised the issue was resolvedI provided Mr [redacted] my contact number should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Frontier has investigated the above statements and offers the following response: Frontier has contacted Ms [redacted] several times without success A contact letter will be mailed today to the address we have on file.Frontier has reviewed Ms [redacted] ’s account and has issued two credits, one for the missed installation commitment and the second a courtesy credit The current billing cycle dated March 16, has a zero balance No payment is dueThis updated balance is available online by logging on to www.frontier.comWe 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 Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises that he received a letter dated December 27, from Frontier in the amount of $ and has no idea what the charge is for Mr [redacted] has called several times to dispute this charge.Mr [redacted] indicates that Frontier improperly charged him an early termination fee and his account was renewed without his approval Frontier has investigated the above statements and offers the following response: Mr [redacted] ’s account was automatically renewed on May 23, and each year thereafter Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts Frontier lists the contract dates and the automatic renewal policy on each monthly invoice.Frontier advises we followed the guidelines and the early termination fee of $plus fees and taxes area valid according to our policies when a customer ports out their service.Frontier spoke with Mr [redacted] , on March 7, and advised of the above We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Mr [redacted] was experiencing service interruption due to equipment failureMr [redacted] required a new router, which can take up to five business days to be received by the customerAfter further investigation, Mr [redacted] had a promotion of $that expired on March 24, Mr [redacted] was offered a $credit for twelve months going forward.Frontier advises Frontier has guidelines for social media postsFrontier has the right to remove or block any post that that is deemed in violation of these guidelinesThe guidelines can be viewed in their entirety at [redacted] Mr [redacted] received a total credit of $for time out of service
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mr [redacted] advised his account has an incorrect balance of $ after his payment Frontier has investigated the above statements and offers the following response: Frontier advises the account has been credited $ for the partial service billing from April to April 30, and fees for equipment that was not shipped.Frontier also removed the Fios free router from the billing as customer using own router.Frontier spoke with Mr [redacted] on August 25, and explained the aboveWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that her Frontier internet service is not reliable and that the internet connection continuously gets interrupted Ms [redacted] advises that the download and upload speeds of her internet service are slower than what they should be and that she pays for the highest available download speedMs [redacted] advises that she wants to be credited for services that she has not receivedFrontier has investigated the above statements and offers the following response: Frontier advises that a technician came out to the customer’s home on August 1, 2017, and ran different speed tests The results indicated that the download speed was running in between and megabits per second, and the highest speed for the level of internet service that the customer subscribes to is as fast as megabits per second Frontier also advises that the technician’s notes indicate that the slower internet speeds that Ms [redacted] has been experiencing occur in the evenings Frontier advises that there is a higher speed of internet available that Ms [redacted] can subscribe to that allows for speeds as fast as megabits per second, at an additional costFrontier advises that the actual speed of the internet can depend on a number of factors, such as the time of day that the internet is being used, whether a wireless or wired connection is being used, and if there is congestion on the network Frontier advises that Ms [redacted] was credited for a full month of internet service in July 2017, in the amount of $46.39, and no further credits will be issued at this time 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 I do not think that Frontier should be able to bill customers for a third party charge without prior approval from the customer.I will accept the final settlement of the billing but would like to see this problem solved for future customers of Frontier Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Complaint states that: Mrs [redacted] states that she does not understand why Frontier has to submit a refund in the form of a gift card to a deceased personMrs [redacted] states that it is poor customer service to be provided information regarding a refund check only to be issued a refund gift cardMrs [redacted] advised Frontier that the three month refund time is unethical, immoral, and a way to frustrate customers into not accepting their refunds so Frontier can keep the money Frontier has investigated the above statements and offers the following response: Frontier apologized first for any inconvenience Mrs [redacted] may have experienced during the refund process.Frontier explained that a letter with instructions is sent with the refund gift card and details different options for retrieving the funds on the card.Frontier explained that once an account has been sent to [redacted] for refund the money belongs to the account holder and is no longer in Frontier’s possession.Frontier expressed regret that Mrs [redacted] remained unsatisfied with the refund policies but will sustain our current practices We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that his service liability should have cancelled as of December 1, Frontier has investigated the above statements and offers the following response: Frontier placed an order to disconnect the service and back date the billing to December 1, Frontier advises our records indicate that Mr [redacted] was not advised of the change of ownership documents that needed to be signed and returnedThe document was not returned by the new owner, causing Mr [redacted] to continue to billFrontier spoke with Mr [redacted] on April 13, and advised of the above statementsWe 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 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.Frontier reported that the service was removed on 4/17/17, and returned to active status on 5/7/but never placed on vacation mode after May Frontier is mistaken in there report regarding dates and requests for change in service We always obtain closure on any outstanding issues before leaving Florida for the summer Attached, see a record of Credit Card Transactions tracting our spending activity during the month of April As can be seen, we made a purchase in Boone, NC on 4/7// Our last purchase in Florida was on 4/6/ My wife contacted Frontier on April or 6, to establish vacation mode This call resulted in us having to disconnect service to avoid automatic debits from our checking account/credit card We were insistent on not allowing Frontier to bill us incorrectly which occurred in As such, we were under the impression that we would have to reinitiate service upon returning in the fall I never contacted Frontier to place the service back on vacation mode on May As far as we were concerned the service was disconnected as of 4/07/If Frontier provided an acurrate record of the time spent attempting to resolve our customer service issues during prior to May 7, they would acknowledge that we were on hold for extraordinary periods of time waiting for a representative to answer, and/or resolve the issueS Frontier would also acknowledge, that we called multiple times over the same issues (e.g., being able to access phone service, voicemial, outages, etc.)Frontier would also find that we called no less than times reporting no phone access when transitioning out of vacation mode to full service in before getting someone to come to the house to check the linesIn speaking with representatives regarding this issue, they repeatedly stated the problem was on our end, and they were not responsible for resolving the issueThey eventually ignored our complaints, but did send someone out to resolve the problemWe spent hours and hours dealing with Frontier over issues that should have taken only minutes of our time to address Given this level of disorganization of Frontier's Customer Service, I challenge them to provide evidence I called on May to re-enstate service We were not in the house on the dates that long distance calls were made in June Our Home Watch agent may have called from the home phone to speak with one of us If so, she had no knowledge of the service status with Frontier However, the correspondence we had with her typically through text, which is beyond the capability of Frontier's phone service to my knowledgeFrontier has placed their bogus charges of in collections, and reported the charge to a credit buearuWe respectfully request, Frontier honor a reasonable approach to resolving the issue, remove all charges from the account, and withdraw claims from all credit reporting agencies Regards, [redacted]
I have spoke with Scott and he agreed there were a couple mistakes on the response and he will retype a new one and submit it to you
Frontier has investigated the above statements and offers the following response: Frontier advises due to service order posting error Mr [redacted] was charged an additional month of service incorrectly.Frontier has fully credited the account leaving a zero balance and the account is closedFrontier attempted to reach Mr [redacted] to advise of the about but was unsuccessfulFrontier left a message for Mr [redacted] that included direct contact informationWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
Our records January 29, customer called Verizon to have services disconnected; however, the representative at the time could not proceed with order due to an existing pending order that was already created November 7, Frontier spoke with Mrs [redacted] acknowledging her concerns, and advised we are now showing account disconnected as of July 20, As a courtesy, we proceeded to credit the total amount of $144.19, and submitted a request to have account recalled from collectionsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] has had multiple billing issuesShe states that her monthly bill should be $per monthMs [redacted] states that the two year agreement she made was with Verizon and it should run through August of Ms [redacted] states that she called in to Frontier and they told her that they would honor the $Then she received her next month’s bill and it was incorrect againShe has had several different answers and wants the $price quote Frontier has investigated the above statements and offers the following response: Frontier received Ms***’s account in April with the promotions that Verizon had offered herOne of the promotions of $ended in August of Frontier has agreed to honor the price of $for Ms [redacted] through August of Frontier has made adjustments to Ms [redacted] account to get her bill down to the $Frontier spoke to Ms [redacted] after receiving a rebuttalMs [redacted] is aware that her balance remaining on account that is due November 2, is $She is also aware that the promotion for the Fully loaded Entertainment Package was over as of August 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.As a preliminary matter, Frontier has incorrectly identified us as " LACCD / [redacted] Style Definitions */ [redacted] " Frontier must (once again) have "dropped the ball".Further, we made multiple efforts to communicate with Frontier and we have not had the benefit of a response Indeed, we made efforts to call Frontier on June 16, 2016, June 20, 2016, sent a fascimile to Frontier at ###-###-#### on July 8, 2016, and sent letters dated April 28, 2016, June 23, 2016, and June 19, Briefly, we spoke with a customer service representative named "Carolina" and "David" before our telephonic discussion ended when it was disconnected on August 12, [David promised that someone from Frontier would be calling us back on that same date -- of course, as with all other representations made by Frontier, this commitment has not been fulfilled.] We have cancelled our service, but we demand all payments received since April 28, We have had our service with Frontier disconnected on July 18, 2016, but we are still being billed by Frontier By this response, we demand the return of all payments made since our first complaint Regards, [redacted] ***