Thank you for referring the complaint of Mr [redacted] C [redacted] to our office for reviewWe appreciate Mr [redacted] C [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] C [redacted] advises he would like his land line working with no static Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] C [redacted] on September 14, Frontier explained that Trouble Ticket [redacted] was completed on September 13, Line test status passedFrontier issued out of service creditWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] C [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 this matter being brought to our attention Frontier has investigated the above statements and offers the following response: The Fios Digital Voice was disconnected effective September 24, Please note Verizon customers had to request an establish access to PPV movies prior to disconnectionIn order for Frontier customers to access Pay Per View (PPV) movies a Frontier ID is requiredThe disconnection occurred prior to the transition to FrontierOn January 27th and 30th, I left messages for Mr [redacted] and provided my contact number We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] has been attempting to establish a landline service since February and his installation date keeps getting cancelled or changedMr [redacted] is requesting credit for the inconvenience and for the landline to be installedFrontier has investigated the above statements and offers the following response:Frontier advises Mr [redacted] that the phone was installed and activated on March 17th, Frontier advises Mr [redacted] that billing credits are only for service issues or billing errorsAs this is a regulated line, we are unable to issue adjustments for inconveniencesWe 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 Specialist: Austin B [redacted] Executive Consumer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I must add that Mr.Larry P [redacted] is an excellent customer representative who listened to our needs and there should be more like him not just to Frontier but to all companies Regards, [redacted]
Thank you for referring the complaint of [redacted] S [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she was told she would have a day free trial and was not advised that she was in a two year commitmentWhen she requested to remove the land line phoneShe was advised that she was in a two year contract and new pricing would be issued from a triple play to a double play change Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on December 21, 2016, and explained that we do not offer free trial periodsDue to the misunderstanding we have issued credit for days of serviceMs [redacted] agreed to pay remaining balanceFrontier has set follow up to review next bill statement to ensure correct amount billed to Ms [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] S [redacted] has experienced as a result of the above matterTell us why here
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] advises he would like all of his ppv purchasesFrontier has investigated the above statements and offers the following response: Frontier’s customers can view Verizon’s purchased VOD on myuv.com website UltraViolet is a free, cloud-based digital rights library that gives options to stream VOD’s over the Internet and/or download it on an offline viewerThis system was set up way in advance of Verizon’s accounts being transitioned over to Frontier’s network All customers was advised to create an account for access, as noted in their terms of serviceA Frontier technical support agent spoke with Mr [redacted] and assisted him with logging in to [redacted] where he was able to successfully log in a view his purchased moviesWe 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: Amy B [redacted] Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she was offered for one year then however she is being billed Ms [redacted] states she called in and was offered discount for year however the rate that she was offered is more then what she signed up forMs [redacted] would like her rate that she was promised and account corrected Frontier has investigated the above statements and offers the following response: Frontier review the account and we have added a discount that was not applied in error and have issued credit on the account for the last two statement.Frontier spoke with Ms [redacted] and went over her account and advised of the credits issued and discount that was added 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 has investigated the above statements and offers the following response: Frontier concluded that the automatic payment was set up by [redacted] in August of 2016.Frontier’s bill pay system if self-maintained by the customer [redacted] would have had to verify the account information or have access to the account number and pin.Frontier applied an adjustment to Ms [redacted] as a courtesy for the misunderstanding of consultants verifying balances for account [redacted] which was closedFrontier’s refund policy stats that it takes approximately days for the account to cycle out of our billing systemThis allows any charges/credits to be applied to the account such as long distance calls, early termination fees, etcA Frontier consultant has been in direct contact with Ms [redacted] and advised of the above information 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: Ms [redacted] request a full refund for Internet service Frontier has investigated the above statements and offers the following response: Frontier advised that Per Tariff we do not have to provide adjustment for the customer’s experienceFrontier is only obligated to provide adjustments for service outages over hoursFrontier does not have any record that Ms [redacted] was charged for Internet service that was not providedAs a courtesy, beginning 02/02/Frontier has applied an adjustment for the poor customer service experience in the total amount of $40.00.Frontier has determine at this time no other adjustments are warrantedWe regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Frontier advises that the correct base price for the package that Mr [redacted] subscribes to is $before equipment fees, premium movie channels, taxes and surcharges through February Frontier advises due to an isolated error Mr [redacted] was advised incorrectly of the monthly charges and Frontier has taken appropriate internal measures regarding this errorFrontier credited Mr***’s September billing statement.Frontier attempted to reach Mr [redacted] to advise of the above however was unsuccessfulFrontier did leave a message with direct contact information We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
This Account is currently inactive with a Disconnect Date of 11/18/ Mr*** is questioning the return of his $deposit made back on 10/24/ Per Frontier Communications' refund team, the form has been submitted and it should only take about 7-business days for the reversal to finalize A Frontier agent tried to reach Mr [redacted] to advise and he was unavailable A message was left advising of the refund and length of time it takes for the refund to reach him Mr [redacted] should expect to receive his refund within the next 15-Business daysCase Closed
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that per the AG settlement in WVMr [redacted] has not been reduced to the $internet service charge for Broadband Max services that he is being billed for at the rate of $and max speed of mbps when tested with Frontier Technical supportMr [redacted] would like to have rates reduced to meet the AG settlement in local area as he feels he is qualified for reductionFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and service area that is affected and on the AG List for broadband reduction qualificationsMr [redacted] is in the area code of that is affectedHowever, Frontier did not find that his account qualified per the AG List provided for customers that qualify for reduction of Broadband rates due to provisioning issues.Frontier reviewed service provisioned allotment that allows the customer to have up to mbps for service level speedsFrontier cannot confirm with customer at this time to see if any additional steps can be taken to resolve speed issues due to no response from customerFrontier attempted to reach Mr [redacted] three different days via phone and/ or email without a responseWe 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 Specialist: Chelsie S [redacted] Department: Customer Relations
[redacted] Thank you for referring this case of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionOur records indicate Ms [redacted] currently subscribes to our Triple Play Bundle with Fiber Digital Voice, Ultimate HD TV and 150Mbps/150Mbps Internet priced at $a monthIn addition, pays $for additional services, equipment, taxes and surchargesVerizon does offer a new Triple Play Bundle that includes speeds at 300Mbps/300Mbps at $excluding additional services, equipment, taxes and surcharges Communication has been sent to all Verizon customers announcing a transaction that will result in Frontier Communications Corp becoming the service provider for Verizon local and long distance customersThis transaction has been approved by the Federal Communications Commission and has been approved by the required state telecommunications regulatory agenciesUpon completion of the proposed transaction, Frontier will offer local, toll, and long distance services under the same rates, terms and conditions offered by Verizon prior to the closingInformation regarding current rates, terms and conditions is reflected in your billing statement, as well as in relevant Verizon tariffs and product guides posted on [redacted] If, in the future, there are any changes to the rates, terms, or conditions of your service, Frontier will notify you by mail or in your billFrontier values your continued business and will gladly respond to any questions you may have about your service after the closingWe have made several unsuccessful attempts to reach customerWe apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseSincerely, Kevin SW Executive 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] states he contacted Frontier on 12/9/to report his FiOS Battery was beeping and was advised that a technician would be out to replace his battery Mr [redacted] states he was later advised that after year Frontier does not replace batteries and that to have a technician out to replace the battery would be service charge of $ • Mr [redacted] states he was advised that the 15/Internet he had was no longer available and the agent would have to switch him to 30/but that his bill would stay at $per month• Mr [redacted] states he received a bill for $which included a $termination fee, a $shipping and handling fee and a $fee for a replacement batteryMr [redacted] is disputing the charges Frontier has investigated the above statements and offers the following response:• Frontier has a year warranty on all battery replacementsAfter the warranty period, consumers can either purchase a battery from Frontier for a fee of $and a one-time shipping charge of $or they can purchase a battery at any retailer of their choice A review of the contact shows Mr [redacted] was advised incorrectly that a technician needed to come out to upgrade the speed and could change out the battery at the same time Mr [redacted] was not advised of any charge for the battery.• Account review shows an order was placed on 12/8/to ship a new battery to Mr [redacted] and upgrade him from his grandfathered 15/internet plan to the most current 30/internet plan at a monthly rate of $ • Account review shows Mr***’s 12/13/bill was high because he was billed for the battery replacement and shipping fee as well as an early termination fee from his old package in errorFrontier issued credit for these charges on 12/16/and advised Mr [redacted] to only pay $for the internet These credits will reflect on the 1/13/billing statement.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
Frontier Communications 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: Ms [redacted] contacted Frontier on December 4, She was offered to have $taken off her bill She was paying $per month at the timeMs [redacted] has paid the amounts she was advised to pay each monthMs [redacted] has contacted Frontier several times to correct the billing Frontier has investigated the above statements and offers the following response: Frontier offers a variety of packages and promotions to our new and existing customersAt the time Ms [redacted] contacted Frontier, the best price available was $a month for the Simply FIOS 30/The agent processing the change failed to properly place the correct price on the account, and Ms [redacted] was billed $for each month since the callMs***’ account has been changed to reflect the best price available, which is $This will be reflected on the April 13,bill statementFrontier has provided credit for the overbilled amount on March 31, That will reflect on the April 13, bill as wellFrontier has provided the above information to Ms [redacted] via email 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 Brian M [redacted] Executive Customer Relations Frontier Communications
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] advised that she was moved to everyday low pricing with Frontier Communications and was advised that her monthly recurring charges will be $plus taxes and surchargesThe August and September statements didn’t reflect the quote she was promisedFrontier has investigated the above statements and offers the following response: An order has been placed on [redacted] ’s account to add the everyday low pricing promotions, the order number is [redacted] ’s everyday low pricing will include Frontier Regional calling plan, high speed internet, inside wire maintenance and non-published listing for $plus taxes and surcharges.Manual adjustments have been made to [redacted] ’s account on September 20, for $of the bundle discounts that was not received on the August and the September statementAlso the late fee of $that was on the September statement has been applied to [redacted] ’s account on September 20, 2016.Frontier Communications representative will follow up with customer on October 7, to ensure the pricing and promotions are reflecting on the October statementWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that phone lines are not working correctly, and not getting voice mail messagesMr [redacted] requests bill adjustments for problems with phone and billing on his account Frontier has investigated the above statements and offers the following response: Frontier has worked with Mr [redacted] and has corrected both phone lines as well as voice mail working on both lines.Frontier has issued credits for any billing errors as well as credits for service issues 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: Frontier advises that Mr [redacted] location had a temporary line run to the location to allow for working serviceThe line is unable to be buried until spring due to ground conditions during the winter months.A technician verified working service to the outside on the home on December 1, and was unable to gain access to the residenceMr [redacted] received a credit of $on December 19, 2016.As a courtesy, Frontier arranged for Ms [redacted] ’ service to be restored December 22, from a non-pay disconnectionThis allowed Frontier to investigate any service concerns.The technician verified at the residence with Mr [redacted] on December 31, 2016, that all services were working with no issues.Mr [redacted] will be required to make a payment on his account in order to keep his services activeFrontier finds that no additional, credit are due We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier CommunicationsThank 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] disagrees with Frontier’s resolution and credits received are not sufficient.He has received credit but is still owed monies from October 2017.He has a new address where his service is currently.Frontier has investigated the above statements and offers the following response:Frontier advises we have reviewed Mr [redacted] ’s account concerns and his charges for accuracy and determined he was not qualified for the respective promotionMr [redacted] has made payments and prior credits were applied as an effort to resolve his billing complaints.No further credits are due.Mr [redacted] is advised to contact our Billing department for any address changes or updatesOur contact number of 1/###-###-#### as listed on all billing statements.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The rep that I talked to made things sound like I didn't understand the contractIf they would pull the audio I was told three year price guarantee and I could bundle my Dish and Frontier to get the discount I wantedIt's not my fault they told me to tell the Frontier installer and he told me to call customer serviceI am a new customer to bothThe Frontier rep that I talked to basically just said they wouldn't honor anything that their customer service rep's told me and any other issues with promos they don't honorThis deal is still advertised on the Frontier page Regards, [redacted] ***
Thank you for referring the complaint of Mr [redacted] C [redacted] to our office for reviewWe appreciate Mr [redacted] C [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] C [redacted] advises he would like his land line working with no static Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] C [redacted] on September 14, Frontier explained that Trouble Ticket [redacted] was completed on September 13, Line test status passedFrontier issued out of service creditWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] C [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 this matter being brought to our attention Frontier has investigated the above statements and offers the following response: The Fios Digital Voice was disconnected effective September 24, Please note Verizon customers had to request an establish access to PPV movies prior to disconnectionIn order for Frontier customers to access Pay Per View (PPV) movies a Frontier ID is requiredThe disconnection occurred prior to the transition to FrontierOn January 27th and 30th, I left messages for Mr [redacted] and provided my contact number We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] has been attempting to establish a landline service since February and his installation date keeps getting cancelled or changedMr [redacted] is requesting credit for the inconvenience and for the landline to be installedFrontier has investigated the above statements and offers the following response:Frontier advises Mr [redacted] that the phone was installed and activated on March 17th, Frontier advises Mr [redacted] that billing credits are only for service issues or billing errorsAs this is a regulated line, we are unable to issue adjustments for inconveniencesWe 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 Specialist: Austin B [redacted] Executive Consumer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I must add that Mr.Larry P [redacted] is an excellent customer representative who listened to our needs and there should be more like him not just to Frontier but to all companies Regards, [redacted]
Thank you for referring the complaint of [redacted] S [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she was told she would have a day free trial and was not advised that she was in a two year commitmentWhen she requested to remove the land line phoneShe was advised that she was in a two year contract and new pricing would be issued from a triple play to a double play change Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on December 21, 2016, and explained that we do not offer free trial periodsDue to the misunderstanding we have issued credit for days of serviceMs [redacted] agreed to pay remaining balanceFrontier has set follow up to review next bill statement to ensure correct amount billed to Ms [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] S [redacted] has experienced as a result of the above matterTell us why here
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] advises he would like all of his ppv purchasesFrontier has investigated the above statements and offers the following response: Frontier’s customers can view Verizon’s purchased VOD on myuv.com website UltraViolet is a free, cloud-based digital rights library that gives options to stream VOD’s over the Internet and/or download it on an offline viewerThis system was set up way in advance of Verizon’s accounts being transitioned over to Frontier’s network All customers was advised to create an account for access, as noted in their terms of serviceA Frontier technical support agent spoke with Mr [redacted] and assisted him with logging in to [redacted] where he was able to successfully log in a view his purchased moviesWe 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: Amy B [redacted] Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she was offered for one year then however she is being billed Ms [redacted] states she called in and was offered discount for year however the rate that she was offered is more then what she signed up forMs [redacted] would like her rate that she was promised and account corrected Frontier has investigated the above statements and offers the following response: Frontier review the account and we have added a discount that was not applied in error and have issued credit on the account for the last two statement.Frontier spoke with Ms [redacted] and went over her account and advised of the credits issued and discount that was added 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 has investigated the above statements and offers the following response: Frontier concluded that the automatic payment was set up by [redacted] in August of 2016.Frontier’s bill pay system if self-maintained by the customer [redacted] would have had to verify the account information or have access to the account number and pin.Frontier applied an adjustment to Ms [redacted] as a courtesy for the misunderstanding of consultants verifying balances for account [redacted] which was closedFrontier’s refund policy stats that it takes approximately days for the account to cycle out of our billing systemThis allows any charges/credits to be applied to the account such as long distance calls, early termination fees, etcA Frontier consultant has been in direct contact with Ms [redacted] and advised of the above information 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: Ms [redacted] request a full refund for Internet service Frontier has investigated the above statements and offers the following response: Frontier advised that Per Tariff we do not have to provide adjustment for the customer’s experienceFrontier is only obligated to provide adjustments for service outages over hoursFrontier does not have any record that Ms [redacted] was charged for Internet service that was not providedAs a courtesy, beginning 02/02/Frontier has applied an adjustment for the poor customer service experience in the total amount of $40.00.Frontier has determine at this time no other adjustments are warrantedWe regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Frontier advises that the correct base price for the package that Mr [redacted] subscribes to is $before equipment fees, premium movie channels, taxes and surcharges through February Frontier advises due to an isolated error Mr [redacted] was advised incorrectly of the monthly charges and Frontier has taken appropriate internal measures regarding this errorFrontier credited Mr***’s September billing statement.Frontier attempted to reach Mr [redacted] to advise of the above however was unsuccessfulFrontier did leave a message with direct contact information We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
This Account is currently inactive with a Disconnect Date of 11/18/ Mr*** is questioning the return of his $deposit made back on 10/24/ Per Frontier Communications' refund team, the form has been submitted and it should only take about 7-business days for the reversal to finalize A Frontier agent tried to reach Mr [redacted] to advise and he was unavailable A message was left advising of the refund and length of time it takes for the refund to reach him Mr [redacted] should expect to receive his refund within the next 15-Business daysCase Closed
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that per the AG settlement in WVMr [redacted] has not been reduced to the $internet service charge for Broadband Max services that he is being billed for at the rate of $and max speed of mbps when tested with Frontier Technical supportMr [redacted] would like to have rates reduced to meet the AG settlement in local area as he feels he is qualified for reductionFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and service area that is affected and on the AG List for broadband reduction qualificationsMr [redacted] is in the area code of that is affectedHowever, Frontier did not find that his account qualified per the AG List provided for customers that qualify for reduction of Broadband rates due to provisioning issues.Frontier reviewed service provisioned allotment that allows the customer to have up to mbps for service level speedsFrontier cannot confirm with customer at this time to see if any additional steps can be taken to resolve speed issues due to no response from customerFrontier attempted to reach Mr [redacted] three different days via phone and/ or email without a responseWe 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 Specialist: Chelsie S [redacted] Department: Customer Relations
[redacted] Thank you for referring this case of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionOur records indicate Ms [redacted] currently subscribes to our Triple Play Bundle with Fiber Digital Voice, Ultimate HD TV and 150Mbps/150Mbps Internet priced at $a monthIn addition, pays $for additional services, equipment, taxes and surchargesVerizon does offer a new Triple Play Bundle that includes speeds at 300Mbps/300Mbps at $excluding additional services, equipment, taxes and surcharges Communication has been sent to all Verizon customers announcing a transaction that will result in Frontier Communications Corp becoming the service provider for Verizon local and long distance customersThis transaction has been approved by the Federal Communications Commission and has been approved by the required state telecommunications regulatory agenciesUpon completion of the proposed transaction, Frontier will offer local, toll, and long distance services under the same rates, terms and conditions offered by Verizon prior to the closingInformation regarding current rates, terms and conditions is reflected in your billing statement, as well as in relevant Verizon tariffs and product guides posted on [redacted] If, in the future, there are any changes to the rates, terms, or conditions of your service, Frontier will notify you by mail or in your billFrontier values your continued business and will gladly respond to any questions you may have about your service after the closingWe have made several unsuccessful attempts to reach customerWe apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseSincerely, Kevin SW Executive 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] states he contacted Frontier on 12/9/to report his FiOS Battery was beeping and was advised that a technician would be out to replace his battery Mr [redacted] states he was later advised that after year Frontier does not replace batteries and that to have a technician out to replace the battery would be service charge of $ • Mr [redacted] states he was advised that the 15/Internet he had was no longer available and the agent would have to switch him to 30/but that his bill would stay at $per month• Mr [redacted] states he received a bill for $which included a $termination fee, a $shipping and handling fee and a $fee for a replacement batteryMr [redacted] is disputing the charges Frontier has investigated the above statements and offers the following response:• Frontier has a year warranty on all battery replacementsAfter the warranty period, consumers can either purchase a battery from Frontier for a fee of $and a one-time shipping charge of $or they can purchase a battery at any retailer of their choice A review of the contact shows Mr [redacted] was advised incorrectly that a technician needed to come out to upgrade the speed and could change out the battery at the same time Mr [redacted] was not advised of any charge for the battery.• Account review shows an order was placed on 12/8/to ship a new battery to Mr [redacted] and upgrade him from his grandfathered 15/internet plan to the most current 30/internet plan at a monthly rate of $ • Account review shows Mr***’s 12/13/bill was high because he was billed for the battery replacement and shipping fee as well as an early termination fee from his old package in errorFrontier issued credit for these charges on 12/16/and advised Mr [redacted] to only pay $for the internet These credits will reflect on the 1/13/billing statement.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
Frontier Communications 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: Ms [redacted] contacted Frontier on December 4, She was offered to have $taken off her bill She was paying $per month at the timeMs [redacted] has paid the amounts she was advised to pay each monthMs [redacted] has contacted Frontier several times to correct the billing Frontier has investigated the above statements and offers the following response: Frontier offers a variety of packages and promotions to our new and existing customersAt the time Ms [redacted] contacted Frontier, the best price available was $a month for the Simply FIOS 30/The agent processing the change failed to properly place the correct price on the account, and Ms [redacted] was billed $for each month since the callMs***’ account has been changed to reflect the best price available, which is $This will be reflected on the April 13,bill statementFrontier has provided credit for the overbilled amount on March 31, That will reflect on the April 13, bill as wellFrontier has provided the above information to Ms [redacted] via email 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 Brian M [redacted] Executive Customer Relations Frontier Communications
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] advised that she was moved to everyday low pricing with Frontier Communications and was advised that her monthly recurring charges will be $plus taxes and surchargesThe August and September statements didn’t reflect the quote she was promisedFrontier has investigated the above statements and offers the following response: An order has been placed on [redacted] ’s account to add the everyday low pricing promotions, the order number is [redacted] ’s everyday low pricing will include Frontier Regional calling plan, high speed internet, inside wire maintenance and non-published listing for $plus taxes and surcharges.Manual adjustments have been made to [redacted] ’s account on September 20, for $of the bundle discounts that was not received on the August and the September statementAlso the late fee of $that was on the September statement has been applied to [redacted] ’s account on September 20, 2016.Frontier Communications representative will follow up with customer on October 7, to ensure the pricing and promotions are reflecting on the October statementWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that phone lines are not working correctly, and not getting voice mail messagesMr [redacted] requests bill adjustments for problems with phone and billing on his account Frontier has investigated the above statements and offers the following response: Frontier has worked with Mr [redacted] and has corrected both phone lines as well as voice mail working on both lines.Frontier has issued credits for any billing errors as well as credits for service issues 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: Frontier advises that Mr [redacted] location had a temporary line run to the location to allow for working serviceThe line is unable to be buried until spring due to ground conditions during the winter months.A technician verified working service to the outside on the home on December 1, and was unable to gain access to the residenceMr [redacted] received a credit of $on December 19, 2016.As a courtesy, Frontier arranged for Ms [redacted] ’ service to be restored December 22, from a non-pay disconnectionThis allowed Frontier to investigate any service concerns.The technician verified at the residence with Mr [redacted] on December 31, 2016, that all services were working with no issues.Mr [redacted] will be required to make a payment on his account in order to keep his services activeFrontier finds that no additional, credit are due We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier CommunicationsThank 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] disagrees with Frontier’s resolution and credits received are not sufficient.He has received credit but is still owed monies from October 2017.He has a new address where his service is currently.Frontier has investigated the above statements and offers the following response:Frontier advises we have reviewed Mr [redacted] ’s account concerns and his charges for accuracy and determined he was not qualified for the respective promotionMr [redacted] has made payments and prior credits were applied as an effort to resolve his billing complaints.No further credits are due.Mr [redacted] is advised to contact our Billing department for any address changes or updatesOur contact number of 1/###-###-#### as listed on all billing statements.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The rep that I talked to made things sound like I didn't understand the contractIf they would pull the audio I was told three year price guarantee and I could bundle my Dish and Frontier to get the discount I wantedIt's not my fault they told me to tell the Frontier installer and he told me to call customer serviceI am a new customer to bothThe Frontier rep that I talked to basically just said they wouldn't honor anything that their customer service rep's told me and any other issues with promos they don't honorThis deal is still advertised on the Frontier page Regards, [redacted] ***