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
Thank you for referring the complaint of [redacted] regarding his Mother, [redacted] ’s account to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: · Mr [redacted] states he requested his mother’s phone transferred to a new address and was advised it would take days so he decided to switch his mother’s service to another provider · Mr [redacted] states after contacting Frontier multiple times, he has been unable to get the number released Frontier has investigated the above statements and offers the following response: · Account review shows a transfer order was placed to move Ms [redacted] ’s service to a new residence Any port request by another provider would have failed with the pending transfer order taht was active on the account· Frontier contacted Mr [redacted] directly regarding this matter and Mr [redacted] stated he had already established a new number for his mother with another providerFrontier has deactivated the transfer request and cancelled Ms [redacted] ’s service effective 9/21/at the request of Mr [redacted] We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Sincerely, Frontier Executive Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms***, with [redacted] advises they have been having issues with their service experiencing sporadic dead air on their phone linesFrontier has investigated the above statements and offers the following response: Frontier has investigated Ms***’s account and advises the technician dispatched in February determined that the customer’s premise equipment and not Frontier equipment was causing these issues with the phone serviceWe 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 Ms[redacted] bringing this matter to our attention The Complaint states that: Dish Network did not have her pay for shipping boxes back and prepaid postage was providedFrontier billed her due to the service not being cut off until September 21, and she was paid through August 23rd Frontier has investigated the above statements and offers the following response: Per Frontier Terms of Service, Frontier charges a $Broadband processing fee upon disconnection of service This fee was not related to Dish Network Services.Ms [redacted] requested a disconnection of service on August 25, 2017, after Ms***’s August 22, billing cycleFrontier bills one month in advance.Per Frontier’s Terms of Service, Frontier is not required to issue prorated credits.Frontier issued prorated credit for $on October 27, as a courtesy to cover the charges billed for the internet after Ms***’s disconnection date This credit posted on Ms***’s November 22, Frontier statement.Ms***’s last payment to Frontier was received on August 24, in the amount of $ This payment covered Ms***’s July 22, through August 23, Frontier billing statement.Each month as a bundled Dish Network customer, Ms***’s Dish Network bill cycle within the Frontier statement, covered billing dates of the 10th to the 9th In this case, Ms***’s August 22, statement included Dish Network charges for August 10, through September 9, in the amount of $91.26.As a bundled customer, Frontier pays for Dish Networks services on behalf of the customers, before customers receive their monthly statements.Dish issued prorated credit back to Ms***’s Frontier’s billing statement in the amount of $against the August 10th through September 9th Dish Network statement This leaves a balance owed previously paid by Frontier of $against Ms***’s August 22, statement Frontier is sustaining the outstanding balance on Ms***’s account as the charges are valid Dish $55.97, $Frontier broadband processing fee, $prorated internet charges, and $in feesWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he received a bill for an $Video ON-Demand chargeMr [redacted] would like this amount to be removed from his accountFrontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] was bill for a movie viewed on April 17, The transition did not bill immediately for any rentals and purchasesFrontier has adjusted $for the movie The Forest as of 10/6/as a courtesy We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D***
Customer Name: [redacted] *** Phone: [redacted] Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: [redacted] has a billing with additional charges of $for Installing the Internet and was not informed of these charges Frontier has investigated the above statements and offers the following response: Frontier Technicians submitted charges for installing a Jack in [redacted] Home Since the charges were not advised Frontier has issued credit for the $ 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
Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over time.Frontier received a call from Ms [redacted] on April 3, reporting frequent disconnects and speed issues.Frontier reports that on April 5, the technician went to the customer’s location and found no trouble, but reported congestion on the lineFrontier received a call from Ms [redacted] on April 6, stating that she was having frequent disconnects with her Internet still.Frontier reports that on April 10, they found that a cable pair was stolen and they had to build a new one.Frontier spoke to Ms [redacted] today and she states that the Internet is working better, but states she is still having some speed issues.Frontier has investigated Ms***’s account and has determined that Ms [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speed.Frontier issued a onetime credit of $to Ms***’s account for the outages she has experiencedShe is aware of the creditWe 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 Frontier Specialist: Tami L [redacted] Department: Customer Relations
Frontier Communications Thank you for referring the complaint of [redacted] to our office for review We appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she had nothing but issues since Frontier took over from VerizonMs [redacted] reports Video on Demand pauses and she cannot view anything, her screen going black, and being charged for set top boxes she never receivedMs [redacted] advises a technician was to come out to fix the television issues, but none showed up for her appointmentMs [redacted] advises she was to get a month free of movie rentals, and she is continually being charged for the set top boxes she never receivedMs [redacted] states she was to have credits on her account, but nothing has been resolved Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Ms [redacted] who was working with another representative on her complaintThe representative has given credits, and removed television services for Ms [redacted] .Ms [redacted] received a total credit of $pertaining to Video on Demand, and her television services being outThe representative has provided information to Ms [redacted] should she need anything further 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 Specialist: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####
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 she was out of service from April till August and would like reimbursement for time out of service Frontier has investigated the above statements and offers the following response: Frontier Communications investigated and found one reported out of service on the account, reference ticket: [redacted] , equaling a total of days spent without service, which correlate with calls made to Frontier’s Customer Service and Repair Department’sMs***’ account has received a, cumulative, sum of $in credit since conversionIn actuality, for the days reported out of service, the account should have only been credited $13.50, taking in to account the amount charged for service and deducting the $in monthly service credits applied to the accountFrontier Communications will credit only for times reported out of service, per terms and conditions and regulations set in place for creditingFrontier Communications stands by their decision to not apply any additional credit to the accountWe 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.I spoke with Nicole and she "understood" why I was upset but was not willing to go back and compensate me for being overcharged because she said I didn't report the problem often enough according to news articles they accepted million dollars in grant money on July 27, to improve broadband in rural areas and another million for phase in June of I had reasonable expectations that they would upgrade my system as promisedNicole stated they no longer sell high speed in my area because they can't provide it so they know it is an issue, I shouldn't have to waste my time calling to complain on a regular basisShe stated the slower speed is up to 1, high speed is one to When I tested my system I never got to The last speed test with frontier was download and uploadI can't even delete emails or send an email with an attachment percent of the timeSo the steps that I took was to call and complain and they sent me a new routerThat did not helpI then called and they sent the technician and he said it wouldn't improve until the system was upgraded He said they were scheduled to replace the main box in Thornton in JulyThis never happened I called again and they refused to adjust my bill and said they would send out a technician I explained we had gone that route already and it wouldn't help but they insisted and sent the technician out againHe again confirmed our system was fine, it was just that the system was overloaded and until it was upgraded it wasn't going to get betterThe Town of Richmond, the township in which I reside, had a town hall meeting with Frontier to address the issueSo I am not sure where calling to complain more would have got me, they were well aware that they were not able to provide high speed internet to me yet they charged me for itNicole seems to think I should have to prove that I was not receiving high speed, I would like Frontier to prove that I wasThe new "rebundling" that Nicole came up with is suppose to save me a month plus taxes, this should have been done years ago when I first complained 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] advises that he is not receiving the promotional price that was quoted to him by FrontierMr [redacted] also advises that he was billed for a shipping charge for something he never receivedMr [redacted] is requesting this fee be adjustedMr [redacted] is also requesting that the charges for the Frontier secure identity theft protection be adjustedFrontier has investigated the above statements and offers the following response: Frontier records show that Mr [redacted] upgraded his service to receive the Broadband Max Internet for $19.99, the Unlimited local and long distance service for $and the Frontier Identity protection for $Frontier advises that the cost for these services are $per month before applicable taxes and surchargesFrontier advises that there is a $programing fee charge for the change in the Internet service which is labeled as shipping and handling fee on the statementFrontier advises that this is a valid charge and will not be adjustedFrontier advises that the Frontier Identity protection was removed on June 13, Frontier advises that there were partial credits issues for the Frontier Identity protection in the amount of $that were reflected on the July statementFrontier issued an adjustment as a courtesy in the amount of $for remaining credits for the Frontier Identity protection and will be reflected on the next statement.Frontier spoke with Mr [redacted] on January 22, to review this information with him 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: [redacted] states that he has been billed for the past year for services and equipment he never hadFrontier has investigated the above statements and offers the following response: Frontier advises that it has spoken to Mr [redacted] and [redacted] on April 3, 2017, and advised that they have received an adjustment on the account for $ for equipment not on their account and the adjustment can be seen on the February 2, bill Frontier advises after reviewing Mr [redacted] ’s account, there are not reports to our repair department to advise Frontier the phone may have been out of serviceFrontier advises that it spoke with Ms [redacted] on April 3, and advised that the charges for phone service on the billing will remainWe 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 reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mrs [redacted] was promised the early termination fee of $200would be waived; however, she is still being charged Frontier has investigated the above statements and offers the following response: Our records indicates January 25, 2017, Frontier Communications spoke with Mrs [redacted] and issued credit for $for the early termination fee that was applied to her accountCurrently, account is at a zero balance We 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 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 to know when Frontier is going to Upgrade and improve the internet service in his area Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on December 22, Frontiers local area manager contacted Mr [redacted] and explained that Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in MrEmory’s area at this timeFrontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and network interference Customer speeds may vary over timeWe 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 attentionThe Complaint states that: Customer has canceled services with us on 4/25/and was still being charged for services that she was not receiving Frontier has investigated the above statements and offers the following response: Frontier closed the account out completely and zeroed out the customers balance that Ms [redacted] did not owe to usWe 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 reviewed the account of Mr [redacted] and finds records that he requested his internet to be disconnected on April 4, 2016.Frontier has placed an order to disconnect both services effective April 4, 2016.Mr [redacted] will receive a final bill statement on May 13, that will back date charges to April 4, 2016.Frontier does apologize for any inconvenience caused
Frontier CommunicationsThank 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:Mr [redacted] states his promotions expired and his price increased Mr [redacted] states he was quoted a price of $160, including taxes and fees.Mr [redacted] states he received a bill for $and was told that there is no record of the quote of $and that his bill was correct.Mr [redacted] states that he was misled into a year contract under the pretense that it would lower his monthly bill.Frontier has investigated the above statements and offers the following response:Mr [redacted] did have promotions that expired and his price increased.Frontier does not quote taxes and fees and his rate of $178.95, plus taxes and fees is correct.Frontier maintains that if he believes that he was misled, then the early termination fee will be waived, if he chooses to disconnect.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Click here to enter texthas experienced as a result of the above matter.Frontier Specialist: Stuart B [redacted] Department: Executive Consumer Relations
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he signed up for a promotional offer with Frontier, for which he would receive a $ Amazon gift card, but has not yet received the gift cardMr [redacted] advises that he had been told by multiple Frontier online chat representatives that he should have received the gift card Mr [redacted] advises that Frontier needs to send him the gift card that he was promised Frontier has investigated the above statements and offers the following response: Frontier advises that the $gift card was sent to Mr [redacted] on July 31, Frontier spoke with Mr [redacted] on August 2, 2017, and he confirmed that the gift card was received He requested that Frontier provide him with confirmation that there would be no early termination penalty.Frontier sent Mr [redacted] an email on August 2, He was advised that after his account was thoroughly reviewed, it was confirmed that the customer could redeem the gift card without an early termination penalty, in the unlikely event that he cancels his Frontier service 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 Mr [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Mr [redacted] states he changed his Fios TV plan based on incorrect channel informationWhen he requested to reverse the change, he states he was advised the old plan was no longer availablePer Mr***’s request the service was terminated on August 22, The customer is now disputing the final balanceFrontier has investigated the above statement and offers the following response:Mr [redacted] was billed for service at full rate for days after the termination in errorAn adjustment in the amount of $has been submitted for approvalI have committed to follow up with the customer to advise the final status of the adjustment requestWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna VExecutive Customer Relations###-###-####
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] states she found an offer for a FiOS triple play from Frontier on the internet for $per month however when she contacted customer service to order this package she was advised the price was not available that the pricing was $then $ · Ms [redacted] states she cancelled the order placed by the consultant as she wanted the $price as advertisedMs [redacted] believes this is advertisingFrontier has investigated the above statements and offers the following response: · Frontier apologizes if Ms [redacted] was not provided consistent information regarding the pricing availableFrontier does offer the $price point for a FiOS Triple play which includes the digital phone unlimited package, 30/FiOS internet and the FiOS Prime television package which includes one Home Media DVR for monthsThis price does not include additional set top boxes or taxes and surcharges· Frontier has contacted Ms [redacted] directly regarding this issue and has placed a new order for the $pricing advertised on the internet with the additional set top box she selectedWe 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 matterSincerely, Frontier Customer Relations
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
Thank you for referring the complaint of [redacted] regarding his Mother, [redacted] ’s account to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: · Mr [redacted] states he requested his mother’s phone transferred to a new address and was advised it would take days so he decided to switch his mother’s service to another provider · Mr [redacted] states after contacting Frontier multiple times, he has been unable to get the number released Frontier has investigated the above statements and offers the following response: · Account review shows a transfer order was placed to move Ms [redacted] ’s service to a new residence Any port request by another provider would have failed with the pending transfer order taht was active on the account· Frontier contacted Mr [redacted] directly regarding this matter and Mr [redacted] stated he had already established a new number for his mother with another providerFrontier has deactivated the transfer request and cancelled Ms [redacted] ’s service effective 9/21/at the request of Mr [redacted] We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Sincerely, Frontier Executive Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms***, with [redacted] advises they have been having issues with their service experiencing sporadic dead air on their phone linesFrontier has investigated the above statements and offers the following response: Frontier has investigated Ms***’s account and advises the technician dispatched in February determined that the customer’s premise equipment and not Frontier equipment was causing these issues with the phone serviceWe 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 Ms[redacted] bringing this matter to our attention The Complaint states that: Dish Network did not have her pay for shipping boxes back and prepaid postage was providedFrontier billed her due to the service not being cut off until September 21, and she was paid through August 23rd Frontier has investigated the above statements and offers the following response: Per Frontier Terms of Service, Frontier charges a $Broadband processing fee upon disconnection of service This fee was not related to Dish Network Services.Ms [redacted] requested a disconnection of service on August 25, 2017, after Ms***’s August 22, billing cycleFrontier bills one month in advance.Per Frontier’s Terms of Service, Frontier is not required to issue prorated credits.Frontier issued prorated credit for $on October 27, as a courtesy to cover the charges billed for the internet after Ms***’s disconnection date This credit posted on Ms***’s November 22, Frontier statement.Ms***’s last payment to Frontier was received on August 24, in the amount of $ This payment covered Ms***’s July 22, through August 23, Frontier billing statement.Each month as a bundled Dish Network customer, Ms***’s Dish Network bill cycle within the Frontier statement, covered billing dates of the 10th to the 9th In this case, Ms***’s August 22, statement included Dish Network charges for August 10, through September 9, in the amount of $91.26.As a bundled customer, Frontier pays for Dish Networks services on behalf of the customers, before customers receive their monthly statements.Dish issued prorated credit back to Ms***’s Frontier’s billing statement in the amount of $against the August 10th through September 9th Dish Network statement This leaves a balance owed previously paid by Frontier of $against Ms***’s August 22, statement Frontier is sustaining the outstanding balance on Ms***’s account as the charges are valid Dish $55.97, $Frontier broadband processing fee, $prorated internet charges, and $in feesWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he received a bill for an $Video ON-Demand chargeMr [redacted] would like this amount to be removed from his accountFrontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] was bill for a movie viewed on April 17, The transition did not bill immediately for any rentals and purchasesFrontier has adjusted $for the movie The Forest as of 10/6/as a courtesy We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D***
Customer Name: [redacted] *** Phone: [redacted] Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: [redacted] has a billing with additional charges of $for Installing the Internet and was not informed of these charges Frontier has investigated the above statements and offers the following response: Frontier Technicians submitted charges for installing a Jack in [redacted] Home Since the charges were not advised Frontier has issued credit for the $ 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
Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over time.Frontier received a call from Ms [redacted] on April 3, reporting frequent disconnects and speed issues.Frontier reports that on April 5, the technician went to the customer’s location and found no trouble, but reported congestion on the lineFrontier received a call from Ms [redacted] on April 6, stating that she was having frequent disconnects with her Internet still.Frontier reports that on April 10, they found that a cable pair was stolen and they had to build a new one.Frontier spoke to Ms [redacted] today and she states that the Internet is working better, but states she is still having some speed issues.Frontier has investigated Ms***’s account and has determined that Ms [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speed.Frontier issued a onetime credit of $to Ms***’s account for the outages she has experiencedShe is aware of the creditWe 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 Frontier Specialist: Tami L [redacted] Department: Customer Relations
Frontier Communications Thank you for referring the complaint of [redacted] to our office for review We appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she had nothing but issues since Frontier took over from VerizonMs [redacted] reports Video on Demand pauses and she cannot view anything, her screen going black, and being charged for set top boxes she never receivedMs [redacted] advises a technician was to come out to fix the television issues, but none showed up for her appointmentMs [redacted] advises she was to get a month free of movie rentals, and she is continually being charged for the set top boxes she never receivedMs [redacted] states she was to have credits on her account, but nothing has been resolved Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Ms [redacted] who was working with another representative on her complaintThe representative has given credits, and removed television services for Ms [redacted] .Ms [redacted] received a total credit of $pertaining to Video on Demand, and her television services being outThe representative has provided information to Ms [redacted] should she need anything further 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 Specialist: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####
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 she was out of service from April till August and would like reimbursement for time out of service Frontier has investigated the above statements and offers the following response: Frontier Communications investigated and found one reported out of service on the account, reference ticket: [redacted] , equaling a total of days spent without service, which correlate with calls made to Frontier’s Customer Service and Repair Department’sMs***’ account has received a, cumulative, sum of $in credit since conversionIn actuality, for the days reported out of service, the account should have only been credited $13.50, taking in to account the amount charged for service and deducting the $in monthly service credits applied to the accountFrontier Communications will credit only for times reported out of service, per terms and conditions and regulations set in place for creditingFrontier Communications stands by their decision to not apply any additional credit to the accountWe 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.I spoke with Nicole and she "understood" why I was upset but was not willing to go back and compensate me for being overcharged because she said I didn't report the problem often enough according to news articles they accepted million dollars in grant money on July 27, to improve broadband in rural areas and another million for phase in June of I had reasonable expectations that they would upgrade my system as promisedNicole stated they no longer sell high speed in my area because they can't provide it so they know it is an issue, I shouldn't have to waste my time calling to complain on a regular basisShe stated the slower speed is up to 1, high speed is one to When I tested my system I never got to The last speed test with frontier was download and uploadI can't even delete emails or send an email with an attachment percent of the timeSo the steps that I took was to call and complain and they sent me a new routerThat did not helpI then called and they sent the technician and he said it wouldn't improve until the system was upgraded He said they were scheduled to replace the main box in Thornton in JulyThis never happened I called again and they refused to adjust my bill and said they would send out a technician I explained we had gone that route already and it wouldn't help but they insisted and sent the technician out againHe again confirmed our system was fine, it was just that the system was overloaded and until it was upgraded it wasn't going to get betterThe Town of Richmond, the township in which I reside, had a town hall meeting with Frontier to address the issueSo I am not sure where calling to complain more would have got me, they were well aware that they were not able to provide high speed internet to me yet they charged me for itNicole seems to think I should have to prove that I was not receiving high speed, I would like Frontier to prove that I wasThe new "rebundling" that Nicole came up with is suppose to save me a month plus taxes, this should have been done years ago when I first complained 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] advises that he is not receiving the promotional price that was quoted to him by FrontierMr [redacted] also advises that he was billed for a shipping charge for something he never receivedMr [redacted] is requesting this fee be adjustedMr [redacted] is also requesting that the charges for the Frontier secure identity theft protection be adjustedFrontier has investigated the above statements and offers the following response: Frontier records show that Mr [redacted] upgraded his service to receive the Broadband Max Internet for $19.99, the Unlimited local and long distance service for $and the Frontier Identity protection for $Frontier advises that the cost for these services are $per month before applicable taxes and surchargesFrontier advises that there is a $programing fee charge for the change in the Internet service which is labeled as shipping and handling fee on the statementFrontier advises that this is a valid charge and will not be adjustedFrontier advises that the Frontier Identity protection was removed on June 13, Frontier advises that there were partial credits issues for the Frontier Identity protection in the amount of $that were reflected on the July statementFrontier issued an adjustment as a courtesy in the amount of $for remaining credits for the Frontier Identity protection and will be reflected on the next statement.Frontier spoke with Mr [redacted] on January 22, to review this information with him 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: [redacted] states that he has been billed for the past year for services and equipment he never hadFrontier has investigated the above statements and offers the following response: Frontier advises that it has spoken to Mr [redacted] and [redacted] on April 3, 2017, and advised that they have received an adjustment on the account for $ for equipment not on their account and the adjustment can be seen on the February 2, bill Frontier advises after reviewing Mr [redacted] ’s account, there are not reports to our repair department to advise Frontier the phone may have been out of serviceFrontier advises that it spoke with Ms [redacted] on April 3, and advised that the charges for phone service on the billing will remainWe 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 reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mrs [redacted] was promised the early termination fee of $200would be waived; however, she is still being charged Frontier has investigated the above statements and offers the following response: Our records indicates January 25, 2017, Frontier Communications spoke with Mrs [redacted] and issued credit for $for the early termination fee that was applied to her accountCurrently, account is at a zero balance We 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 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 to know when Frontier is going to Upgrade and improve the internet service in his area Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on December 22, Frontiers local area manager contacted Mr [redacted] and explained that Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in MrEmory’s area at this timeFrontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and network interference Customer speeds may vary over timeWe 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 attentionThe Complaint states that: Customer has canceled services with us on 4/25/and was still being charged for services that she was not receiving Frontier has investigated the above statements and offers the following response: Frontier closed the account out completely and zeroed out the customers balance that Ms [redacted] did not owe to usWe 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 reviewed the account of Mr [redacted] and finds records that he requested his internet to be disconnected on April 4, 2016.Frontier has placed an order to disconnect both services effective April 4, 2016.Mr [redacted] will receive a final bill statement on May 13, that will back date charges to April 4, 2016.Frontier does apologize for any inconvenience caused
Frontier CommunicationsThank 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:Mr [redacted] states his promotions expired and his price increased Mr [redacted] states he was quoted a price of $160, including taxes and fees.Mr [redacted] states he received a bill for $and was told that there is no record of the quote of $and that his bill was correct.Mr [redacted] states that he was misled into a year contract under the pretense that it would lower his monthly bill.Frontier has investigated the above statements and offers the following response:Mr [redacted] did have promotions that expired and his price increased.Frontier does not quote taxes and fees and his rate of $178.95, plus taxes and fees is correct.Frontier maintains that if he believes that he was misled, then the early termination fee will be waived, if he chooses to disconnect.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Click here to enter texthas experienced as a result of the above matter.Frontier Specialist: Stuart B [redacted] Department: Executive Consumer Relations
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he signed up for a promotional offer with Frontier, for which he would receive a $ Amazon gift card, but has not yet received the gift cardMr [redacted] advises that he had been told by multiple Frontier online chat representatives that he should have received the gift card Mr [redacted] advises that Frontier needs to send him the gift card that he was promised Frontier has investigated the above statements and offers the following response: Frontier advises that the $gift card was sent to Mr [redacted] on July 31, Frontier spoke with Mr [redacted] on August 2, 2017, and he confirmed that the gift card was received He requested that Frontier provide him with confirmation that there would be no early termination penalty.Frontier sent Mr [redacted] an email on August 2, He was advised that after his account was thoroughly reviewed, it was confirmed that the customer could redeem the gift card without an early termination penalty, in the unlikely event that he cancels his Frontier service 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 Mr [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Mr [redacted] states he changed his Fios TV plan based on incorrect channel informationWhen he requested to reverse the change, he states he was advised the old plan was no longer availablePer Mr***’s request the service was terminated on August 22, The customer is now disputing the final balanceFrontier has investigated the above statement and offers the following response:Mr [redacted] was billed for service at full rate for days after the termination in errorAn adjustment in the amount of $has been submitted for approvalI have committed to follow up with the customer to advise the final status of the adjustment requestWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna VExecutive Customer Relations###-###-####
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] states she found an offer for a FiOS triple play from Frontier on the internet for $per month however when she contacted customer service to order this package she was advised the price was not available that the pricing was $then $ · Ms [redacted] states she cancelled the order placed by the consultant as she wanted the $price as advertisedMs [redacted] believes this is advertisingFrontier has investigated the above statements and offers the following response: · Frontier apologizes if Ms [redacted] was not provided consistent information regarding the pricing availableFrontier does offer the $price point for a FiOS Triple play which includes the digital phone unlimited package, 30/FiOS internet and the FiOS Prime television package which includes one Home Media DVR for monthsThis price does not include additional set top boxes or taxes and surcharges· Frontier has contacted Ms [redacted] directly regarding this issue and has placed a new order for the $pricing advertised on the internet with the additional set top box she selectedWe 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 matterSincerely, Frontier Customer Relations