I'm seeking reparations for the past services not delivered by the offender in addition to future services also not rendered because we ARE IN A CONTRACT The terms of the contract must be honored or someone has to compensate the other party I pay for the service in full and on time, but Frontier does not deliver If I could simply leave without penalty, then I wouldn't need to demand compensation for incompetent services that I have not yet received
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: Ms [redacted] advises that her Verizon Fios service was transferred over to Frontier Communications for the state of Texas and before the transfer I disconnected my service Ms [redacted] advises after disconnection Frontier sent a bill which reflects two payments owed, but both of the payments were paid with Verizon before the transfer took place Ms [redacted] advises that because the service is paid in advance Frontier owes me for a prorated month of service that I did not use, however they are attempting to charge me for the month following my disconnect Ms [redacted] advises that Frontier representatives said they would look at my history only after paying the amount due Ms [redacted] advises that after multiple telephone calls and countless hours spent, no resolution has been found Ms [redacted] advises Frontier owes me for the partial month which I paid in advance, for the service which was not used following my disconnect date Additionally, Frontier needs to apply the payments that I made prior to their transfer from Verizon They should not charge their customers as a result of bookkeeping errors The amount that Frontier owes to me as a reimbursement is approximately $minus the partial month disconnect feeFrontier has investigated the above statements and offers the following response: Ms [redacted] made a payment on May 23, for $and made a payment on March 29, for $which that payment came back and credited off her accountI spoke with Ms [redacted] on May 16, and she advised that she only made one payment for $on May 23, We agreed that I would credit off the balance of $on her account and that would zero out the account and she would not owe anything else Ms [redacted] is satisfied and she does have my direct contact information if she should need anything further and she will be receiving a final zero bill after May 22, 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
Frontier CommunicationsDate Received: August 29, Date Closed: August 29, 2017Thank 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] received a statement with a $credit balanceHe is requesting a refund check be processed sooner, since his service is no longer with us.Frontier has investigated the above statements and offers the following response:Frontier records indicate Mr [redacted] received a statement from the August 4, billing cycle with a $credit balance.Mr [redacted] was dissatisfied with the process in which Frontier has in placed to disperse credit refunds.As a one-time courtesy, Frontier has expedited the refund process.Frontier advises please allow 7-business days for processing and delivery.Mr [redacted] was provided contact information should he require further assistanceWe 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 Specialist: Bridget G*** Department: Consumer Relations
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she as billing discrepancy and account should have been closed Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on January 3, and explained that we have applied a credit to correct the bill.Frontier explained that Ms [redacted] does not owe for account [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Tell us why hereThank you for referring the complaint of [redacted] B [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises a salesman quoted a promotional deal for a total monthly charge of $a month before taxes and fees Mr [redacted] advises a sales order was drafted and signed.Mr [redacted] advises after the installation he was billed a monthly charge of $before taxes and surcharges Mr [redacted] called Frontier and was advises there was nothing that could be done and it cannot be honoredFrontier has investigated the above statements and offers the following response: Frontier investigated and advises Mr [redacted] sent an email to Frontier with the Residential Sales Order attached Frontier will honor the price of $plus $for the monthly rental of the router for a total of $plus taxes and fees.Frontier spoke with Mr [redacted] on February 6, and is satisfied with the resolution and has direct contact information.Frontier advises credit has been applied to Mr [redacted] ’s account for the over charge on his December and January bill in the amount of $and will be on his next bill statementWe apologize for any inconvenience that Mr [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 When we signed up for the FIOS triple play we got the deal for $a month for the first year and $a month for the second yearThey stated we signed on for $a month and that went up to $89.99, when I ordered over the phone the seller made it clear it was $69.99, if they increased it to $without me knowing then that is not what I signed up for In order to resolve this we would like Frontier to discontinue our TV/Phone service and just have Internet (150Mbps/150Mbps) Regards, [redacted] ***
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 appearWhere to start? OK, simply look at the attached file...you will see a screenshot of the Original 'in writing' offer from Verizon that convinced me to switch from DSL to FIOS Look closely...do you notice something missing? Like say...any plainly indicated 'Temporary promotional discounts'...? Or how about any 'expiration dates' for non-existent 'temporary promotional discounts' indicated anywhere at all? No? You don't see anything like that? Neither do IImagine my surprise when I got my very first FIOS bill...and it was more then DOUBLE the cost indicated...and there were these 'temporary discounts' that meant I would be paying considerably more then what I had been promised...'in writing' I immediately contacted Verizon and demanded that this be corrected to reflect what I was promised...in writing A Verizon CSR by the name of Beverly V [redacted] 'fixed' my bill, removing all the 'temporary discounts' and correcting my costs for FIOS to what I was promised...again, 'in writing'...in fact, Beverly even arraigned a 'credit' to my account for the improper over charges At no time was there any dispute that these improper 'temporary discounts' would NOT be removed after I showed Beverly my 'written offer' and stated that adding these after I had agreed to what I was 'presented in writing' was quite deceptive I have all the e-mail communication between myself and Beverly...including where she stated she would 'adjust whatever needed adjusting to take care of me'We move forward to my communications with Tami Lee, a Frontier CSR, who I also showed my documentation to...in these e-mails, Tami 'admits and agrees' that there are NO 'temporary discounts' indicated in my 'written offer' from Verizon...nor any 'expiration dates' indicated...but all that doesn't matter...not even Frontier publicly stating they would 'honor all written Verizon deals'...nope, that doesn't matter either...at least to FRONTIER it doesn't matter...because Frontier just 'makes up' whatever they need to 'make up' to 'justify' raising my FIOS billAs I stated previously, in the spirit of Good Faith, I am willing to settle the matter by accepting a cost of ~$(after my Federal and State Lifeline credit is deducted for being a handicapped, disabled Florida citizen) for a basic FIOS internet and phone package...as long as no deceptive 'temporary promotional discounts' are used to reach that price point As that cost is 'right-in-line' with Frontier's advertising for a 'new customer' with similar service, I believe this is a extremely fair resolution Regards, [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] called to rebundle services and was quoted a monthly rate of $and has yet to see a bill with the correct price Frontier has investigated the above statements and offers the following response: After account review Frontier Communications has issued a credit in the amount of $leaving a remaining balance of $to be paid by 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 Frontier Specialist: Debra V [redacted] Department: Executive Consumer Relations
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] cancelled services in November of and continued to be billedFrontier has investigated the above statements and offers the following response: Frontier did find that Mr [redacted] called in to disconnect and there was an order in the system that did not allow the disconnect order to flow through properlyFrontier has corrected the issue and issued credits back.Mr [redacted] will receive a refund check within business daysWe 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 needs to show proof of informing us of a disconnect fee The service we rec.d from them in the past few years was bad and they were the only provider of telephone/internet in the areaSo you either used their poor service or none at allTried for mos back in to get them to fix our internet service, only reason it was fixed is because of the ice storm in that brought down the lines and they had to repair it thenBad, bad, bad service The live chat that was conducted recently about the matter in question was cut off by YOUR rep when I asked for a reason for the feeOnce again, poor service!!!!!!!!!!!!!Regards, [redacted]
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] requested to cancel services on May 24, and was advised of a contract and early termination feeMr [redacted] stated he was not aware of any contractFrontier has investigated the above statements and offers the following response: Frontier Business Supervisor reviewed account on May 25, and determined that early termination fee can be removedWe were able to confirm with Mr [redacted] that the account should be closed as of May 24, Disconnect order was placed and effective dated for May 24, and will not be billed an early termination feeCustomer is awareWe 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 rebuttal of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] advises that she had been told by Frontier that there would be no contract when she signed up to have services installed Ms [redacted] advises that the word “term” is misleading and does not specify that it refers to a contractFrontier has investigated the above statements and offers the following response: Frontier advises that the package that Ms [redacted] was signed up for did include a 2-year term agreement, and the promotions and discounts that she was receiving are tied in to the 2-year agreement Frontier advises that their terms and conditions posted online state that when subscribing to a bundled service plan with a term commitment, a customer is agreeing to maintain such services for the minimum term period of that plan.Frontier advises that the cancellation of Ms [redacted] ’s account was effective as of February 25, and she will not owe Frontier anything, with the exception of an early cancellation fee to be billed on the March 26, statement.Frontier attempted to contact Ms [redacted] on February 21, 2018, February 22, 2018, and February 23, 2018, but has not received a response 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 advises that Internet service speeds are based upon many factors, including a surplus of internet users and wireless devices, customer location, customer equipment, and network interference Customer speeds may vary over time.Ms [redacted] is eligible for the $pricing that the Attorney General’s office negotiated with FrontierThe price decrease has already appeared on her monthly statements showing at $monthly.Ms [redacted] qualifies for the credit because she subscribes to Frontier Internet Max service and her service is provisioned at Mbps or below Without waiving any rights, and in the spirit of productive cooperation, Frontier has provide Ms [redacted] with $monthly pricing
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.Here is what I have stated that nobody from Frontier seems to pay attention to: I spoke to Frontier customer service a day or two after July I was told that a $dollar payment would be acceptable for now to keep my telephone service active I payed Frontier $from my online banking and it was processed on July 25th Then a few days later my service was cut off without any other warning So Frontier stating that my last payment was back in April was incorrect They can see in their records that I made a payment on July 25th Attached is a copy of my record of payment to Frontier on that date Regards, [redacted] ***
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would bill correctedMr [redacted] explained that Frontier services should have been on a vacation hold Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on August 31, Frontier explained that we have applied the appropriate credits to the accountFrontier will follow up to ensure bill accuracy We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Changes were made to Mr [redacted] ’s Frontier account in October Frontier has processed an adjustment to Mr [redacted] ’s account in the amount of $for missing promotions and late feesAt this time Mr [redacted] has a credit balance on his Frontier account in the amount of $The next statement will generate April At this time Frontier has been unsuccessful in reaching Mr [redacted] however a detailed message was left with contact information We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she did not have a good experience with the installation process at her homeMs [redacted] states that she requested to have the router installed in her living room but advises that she was convinced to have it installed in her bedroom.Ms [redacted] states that she is experiencing Internet service issuesFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] service was installed on October 28, 2017.Frontier advises that according to the technician Ms [redacted] indicated where she wanted the router to be installed and confirmed with Ms [redacted] that all services were workingFrontier spoke with Ms [redacted] on December 18, and confirmed that she does not have an Ethernet cable to test the speed of the serviceFrontier advised that Technical support would be reaching out to her to assistMs [redacted] requested to have Technical Support contact her on December 22, 2017.Frontier’s Technical Support contacted Ms [redacted] on December 22, and Ms [redacted] requested to have her router replacedMs [redacted] requested to have a Frontier technician replace the routerTechnical Support states that Ms [redacted] advised that she loses connection when she goes out on her balconyA repair ticket was established for December 30, Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and network interference Customer speeds may vary over timeFrontier advises that on December 28, a technician went to Ms [redacted] ’s home and the customer advised that she did not want a technician to come until December 30, 2017.Frontier advises that a technician did not go to Ms [redacted] ’s home on December 30, due to an error in the Dispatch systemFrontier advises that multiple attempts have been made by Technical Support to reach out to Ms [redacted] and were unsuccessful in speaking with herFrontier has mailed Ms [redacted] a letter with direct contact information if she needs any additional assistance 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would like his landline fixed and internet is slow Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on September 1, Mr [redacted] explained that landline is now workingMr [redacted] advised that he performed speed test and he understands the internet speed - 3M/768KWe 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
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 When I first started the account, I was quoted $for internet, phone, & tv bundle with discountHowever, I was only given that discount for one month a year agoI have been charged without the discount since then when I was promised monthsMy monthly bill has been consistently over $a month since thenI had honorably paid said amount to keep my account in good standing even though Frontier consistently over billed meI have paid Frontier over $2,since I had my accountI would like Frontier to honor their advertisement and credit my account the missing discount they promised and to honor future discount and quote Regards, [redacted]
Frontier has reviewed the call associated to Mr [redacted] order for service and finds based on the call, the customer’s complaint is invalidThe sales agent disclosed both the phone line and the Frontier Secure service to the customer without objection.The Agent offers the FiOS 150/with Ultimate TV and digital phone at $202/monthThe Agent also offers the same package with the 100/Internet at $160/month.The Customer consents to setting up the package with the 150/Internet.The Agent discloses to the customer that this package does have the digital phone unlimited.The Agent discloses Frontier SecureSales agent discloses features of the serviceAgent discloses that it will be a recurring monthly charge of $Agent tells the customer that it is optional to keep.The Agent provides Frontier Secure phone number.Frontier did find that a consultant placed an order to remove the phone service and upon doing so made errors that caused double billing of the internet, DVR service and HBO.Frontier has placed an adjustment in the amount of $to the account and did place an order to correct the services to the FIOS TV Extreme, DVR, HBO and Simply 100/FIOS Internet, removing the unwanted services.This order will also prorate further credits to the account for the services billed on the 5/1/billing statement.Frontier’s Consumer Relations department has added Mr***’s account to a calendar reminder to watch the account over the next few months for accuracy
I'm seeking reparations for the past services not delivered by the offender in addition to future services also not rendered because we ARE IN A CONTRACT The terms of the contract must be honored or someone has to compensate the other party I pay for the service in full and on time, but Frontier does not deliver If I could simply leave without penalty, then I wouldn't need to demand compensation for incompetent services that I have not yet received
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: Ms [redacted] advises that her Verizon Fios service was transferred over to Frontier Communications for the state of Texas and before the transfer I disconnected my service Ms [redacted] advises after disconnection Frontier sent a bill which reflects two payments owed, but both of the payments were paid with Verizon before the transfer took place Ms [redacted] advises that because the service is paid in advance Frontier owes me for a prorated month of service that I did not use, however they are attempting to charge me for the month following my disconnect Ms [redacted] advises that Frontier representatives said they would look at my history only after paying the amount due Ms [redacted] advises that after multiple telephone calls and countless hours spent, no resolution has been found Ms [redacted] advises Frontier owes me for the partial month which I paid in advance, for the service which was not used following my disconnect date Additionally, Frontier needs to apply the payments that I made prior to their transfer from Verizon They should not charge their customers as a result of bookkeeping errors The amount that Frontier owes to me as a reimbursement is approximately $minus the partial month disconnect feeFrontier has investigated the above statements and offers the following response: Ms [redacted] made a payment on May 23, for $and made a payment on March 29, for $which that payment came back and credited off her accountI spoke with Ms [redacted] on May 16, and she advised that she only made one payment for $on May 23, We agreed that I would credit off the balance of $on her account and that would zero out the account and she would not owe anything else Ms [redacted] is satisfied and she does have my direct contact information if she should need anything further and she will be receiving a final zero bill after May 22, 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
Frontier CommunicationsDate Received: August 29, Date Closed: August 29, 2017Thank 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] received a statement with a $credit balanceHe is requesting a refund check be processed sooner, since his service is no longer with us.Frontier has investigated the above statements and offers the following response:Frontier records indicate Mr [redacted] received a statement from the August 4, billing cycle with a $credit balance.Mr [redacted] was dissatisfied with the process in which Frontier has in placed to disperse credit refunds.As a one-time courtesy, Frontier has expedited the refund process.Frontier advises please allow 7-business days for processing and delivery.Mr [redacted] was provided contact information should he require further assistanceWe 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 Specialist: Bridget G*** Department: Consumer Relations
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she as billing discrepancy and account should have been closed Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on January 3, and explained that we have applied a credit to correct the bill.Frontier explained that Ms [redacted] does not owe for account [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Tell us why hereThank you for referring the complaint of [redacted] B [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises a salesman quoted a promotional deal for a total monthly charge of $a month before taxes and fees Mr [redacted] advises a sales order was drafted and signed.Mr [redacted] advises after the installation he was billed a monthly charge of $before taxes and surcharges Mr [redacted] called Frontier and was advises there was nothing that could be done and it cannot be honoredFrontier has investigated the above statements and offers the following response: Frontier investigated and advises Mr [redacted] sent an email to Frontier with the Residential Sales Order attached Frontier will honor the price of $plus $for the monthly rental of the router for a total of $plus taxes and fees.Frontier spoke with Mr [redacted] on February 6, and is satisfied with the resolution and has direct contact information.Frontier advises credit has been applied to Mr [redacted] ’s account for the over charge on his December and January bill in the amount of $and will be on his next bill statementWe apologize for any inconvenience that Mr [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 When we signed up for the FIOS triple play we got the deal for $a month for the first year and $a month for the second yearThey stated we signed on for $a month and that went up to $89.99, when I ordered over the phone the seller made it clear it was $69.99, if they increased it to $without me knowing then that is not what I signed up for In order to resolve this we would like Frontier to discontinue our TV/Phone service and just have Internet (150Mbps/150Mbps) Regards, [redacted] ***
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 appearWhere to start? OK, simply look at the attached file...you will see a screenshot of the Original 'in writing' offer from Verizon that convinced me to switch from DSL to FIOS Look closely...do you notice something missing? Like say...any plainly indicated 'Temporary promotional discounts'...? Or how about any 'expiration dates' for non-existent 'temporary promotional discounts' indicated anywhere at all? No? You don't see anything like that? Neither do IImagine my surprise when I got my very first FIOS bill...and it was more then DOUBLE the cost indicated...and there were these 'temporary discounts' that meant I would be paying considerably more then what I had been promised...'in writing' I immediately contacted Verizon and demanded that this be corrected to reflect what I was promised...in writing A Verizon CSR by the name of Beverly V [redacted] 'fixed' my bill, removing all the 'temporary discounts' and correcting my costs for FIOS to what I was promised...again, 'in writing'...in fact, Beverly even arraigned a 'credit' to my account for the improper over charges At no time was there any dispute that these improper 'temporary discounts' would NOT be removed after I showed Beverly my 'written offer' and stated that adding these after I had agreed to what I was 'presented in writing' was quite deceptive I have all the e-mail communication between myself and Beverly...including where she stated she would 'adjust whatever needed adjusting to take care of me'We move forward to my communications with Tami Lee, a Frontier CSR, who I also showed my documentation to...in these e-mails, Tami 'admits and agrees' that there are NO 'temporary discounts' indicated in my 'written offer' from Verizon...nor any 'expiration dates' indicated...but all that doesn't matter...not even Frontier publicly stating they would 'honor all written Verizon deals'...nope, that doesn't matter either...at least to FRONTIER it doesn't matter...because Frontier just 'makes up' whatever they need to 'make up' to 'justify' raising my FIOS billAs I stated previously, in the spirit of Good Faith, I am willing to settle the matter by accepting a cost of ~$(after my Federal and State Lifeline credit is deducted for being a handicapped, disabled Florida citizen) for a basic FIOS internet and phone package...as long as no deceptive 'temporary promotional discounts' are used to reach that price point As that cost is 'right-in-line' with Frontier's advertising for a 'new customer' with similar service, I believe this is a extremely fair resolution Regards, [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] called to rebundle services and was quoted a monthly rate of $and has yet to see a bill with the correct price Frontier has investigated the above statements and offers the following response: After account review Frontier Communications has issued a credit in the amount of $leaving a remaining balance of $to be paid by 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 Frontier Specialist: Debra V [redacted] Department: Executive Consumer Relations
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] cancelled services in November of and continued to be billedFrontier has investigated the above statements and offers the following response: Frontier did find that Mr [redacted] called in to disconnect and there was an order in the system that did not allow the disconnect order to flow through properlyFrontier has corrected the issue and issued credits back.Mr [redacted] will receive a refund check within business daysWe 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 needs to show proof of informing us of a disconnect fee The service we rec.d from them in the past few years was bad and they were the only provider of telephone/internet in the areaSo you either used their poor service or none at allTried for mos back in to get them to fix our internet service, only reason it was fixed is because of the ice storm in that brought down the lines and they had to repair it thenBad, bad, bad service The live chat that was conducted recently about the matter in question was cut off by YOUR rep when I asked for a reason for the feeOnce again, poor service!!!!!!!!!!!!!Regards, [redacted]
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] requested to cancel services on May 24, and was advised of a contract and early termination feeMr [redacted] stated he was not aware of any contractFrontier has investigated the above statements and offers the following response: Frontier Business Supervisor reviewed account on May 25, and determined that early termination fee can be removedWe were able to confirm with Mr [redacted] that the account should be closed as of May 24, Disconnect order was placed and effective dated for May 24, and will not be billed an early termination feeCustomer is awareWe 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 rebuttal of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] advises that she had been told by Frontier that there would be no contract when she signed up to have services installed Ms [redacted] advises that the word “term” is misleading and does not specify that it refers to a contractFrontier has investigated the above statements and offers the following response: Frontier advises that the package that Ms [redacted] was signed up for did include a 2-year term agreement, and the promotions and discounts that she was receiving are tied in to the 2-year agreement Frontier advises that their terms and conditions posted online state that when subscribing to a bundled service plan with a term commitment, a customer is agreeing to maintain such services for the minimum term period of that plan.Frontier advises that the cancellation of Ms [redacted] ’s account was effective as of February 25, and she will not owe Frontier anything, with the exception of an early cancellation fee to be billed on the March 26, statement.Frontier attempted to contact Ms [redacted] on February 21, 2018, February 22, 2018, and February 23, 2018, but has not received a response 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 advises that Internet service speeds are based upon many factors, including a surplus of internet users and wireless devices, customer location, customer equipment, and network interference Customer speeds may vary over time.Ms [redacted] is eligible for the $pricing that the Attorney General’s office negotiated with FrontierThe price decrease has already appeared on her monthly statements showing at $monthly.Ms [redacted] qualifies for the credit because she subscribes to Frontier Internet Max service and her service is provisioned at Mbps or below Without waiving any rights, and in the spirit of productive cooperation, Frontier has provide Ms [redacted] with $monthly pricing
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.Here is what I have stated that nobody from Frontier seems to pay attention to: I spoke to Frontier customer service a day or two after July I was told that a $dollar payment would be acceptable for now to keep my telephone service active I payed Frontier $from my online banking and it was processed on July 25th Then a few days later my service was cut off without any other warning So Frontier stating that my last payment was back in April was incorrect They can see in their records that I made a payment on July 25th Attached is a copy of my record of payment to Frontier on that date Regards, [redacted] ***
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would bill correctedMr [redacted] explained that Frontier services should have been on a vacation hold Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on August 31, Frontier explained that we have applied the appropriate credits to the accountFrontier will follow up to ensure bill accuracy We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Changes were made to Mr [redacted] ’s Frontier account in October Frontier has processed an adjustment to Mr [redacted] ’s account in the amount of $for missing promotions and late feesAt this time Mr [redacted] has a credit balance on his Frontier account in the amount of $The next statement will generate April At this time Frontier has been unsuccessful in reaching Mr [redacted] however a detailed message was left with contact information We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she did not have a good experience with the installation process at her homeMs [redacted] states that she requested to have the router installed in her living room but advises that she was convinced to have it installed in her bedroom.Ms [redacted] states that she is experiencing Internet service issuesFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] service was installed on October 28, 2017.Frontier advises that according to the technician Ms [redacted] indicated where she wanted the router to be installed and confirmed with Ms [redacted] that all services were workingFrontier spoke with Ms [redacted] on December 18, and confirmed that she does not have an Ethernet cable to test the speed of the serviceFrontier advised that Technical support would be reaching out to her to assistMs [redacted] requested to have Technical Support contact her on December 22, 2017.Frontier’s Technical Support contacted Ms [redacted] on December 22, and Ms [redacted] requested to have her router replacedMs [redacted] requested to have a Frontier technician replace the routerTechnical Support states that Ms [redacted] advised that she loses connection when she goes out on her balconyA repair ticket was established for December 30, Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and network interference Customer speeds may vary over timeFrontier advises that on December 28, a technician went to Ms [redacted] ’s home and the customer advised that she did not want a technician to come until December 30, 2017.Frontier advises that a technician did not go to Ms [redacted] ’s home on December 30, due to an error in the Dispatch systemFrontier advises that multiple attempts have been made by Technical Support to reach out to Ms [redacted] and were unsuccessful in speaking with herFrontier has mailed Ms [redacted] a letter with direct contact information if she needs any additional assistance 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would like his landline fixed and internet is slow Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on September 1, Mr [redacted] explained that landline is now workingMr [redacted] advised that he performed speed test and he understands the internet speed - 3M/768KWe 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
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 When I first started the account, I was quoted $for internet, phone, & tv bundle with discountHowever, I was only given that discount for one month a year agoI have been charged without the discount since then when I was promised monthsMy monthly bill has been consistently over $a month since thenI had honorably paid said amount to keep my account in good standing even though Frontier consistently over billed meI have paid Frontier over $2,since I had my accountI would like Frontier to honor their advertisement and credit my account the missing discount they promised and to honor future discount and quote Regards, [redacted]
Frontier has reviewed the call associated to Mr [redacted] order for service and finds based on the call, the customer’s complaint is invalidThe sales agent disclosed both the phone line and the Frontier Secure service to the customer without objection.The Agent offers the FiOS 150/with Ultimate TV and digital phone at $202/monthThe Agent also offers the same package with the 100/Internet at $160/month.The Customer consents to setting up the package with the 150/Internet.The Agent discloses to the customer that this package does have the digital phone unlimited.The Agent discloses Frontier SecureSales agent discloses features of the serviceAgent discloses that it will be a recurring monthly charge of $Agent tells the customer that it is optional to keep.The Agent provides Frontier Secure phone number.Frontier did find that a consultant placed an order to remove the phone service and upon doing so made errors that caused double billing of the internet, DVR service and HBO.Frontier has placed an adjustment in the amount of $to the account and did place an order to correct the services to the FIOS TV Extreme, DVR, HBO and Simply 100/FIOS Internet, removing the unwanted services.This order will also prorate further credits to the account for the services billed on the 5/1/billing statement.Frontier’s Consumer Relations department has added Mr***’s account to a calendar reminder to watch the account over the next few months for accuracy