Frontier has investigated the above statements and offers the following response: Frontier has called and left voicemail messages for Ms [redacted] to contact the representative handling this complaint.Frontier’s billing policy states that TV and Internet services are billed in advance for the following month Termination of TV and/or Internet will be effective on the last day of the billing cycleThe service(s) will remain available to Ms [redacted] through the end of the period for which she has been billed in advance.Frontier does not prorate or issues refunds for services previously billedWe regret any inconvenience that [redacted] may have 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 did speak with Katie in regards to this matter, I was told I should call a new number ###-###-#### for any future issues with the phone linesI am not sure why this number is not given to the other customers that I am sure are having issues as wellWhen I was speaking with Katie I had told her the main phone line had static still, she then gave me ticket # [redacted] with the service dated for 4/No big surprise to me when no one calls to check in or to fix the phoneNow on 4/I see the Revdex.com response and the date is some how changed to 4/with absolutely no notice, keeping us in the dark once againI don't see how this is ok, this is poor business and quite frankly if they cant honor the contract with reliable service and prompt repair service why are they in business? This is a scam Regards, [redacted] ***
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] is not satisfied with the outcome of the original complaint on this matter.Frontier has investigated the above statements and offers the following response:Thank you for referring the additional concerns of [redacted] to our office for review.We apologize for any frustrations or inconvenience that Mr [redacted] has experienced.Frontier has reviewed these additional remarks and has determined the company's position has not changedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Rebecca N [redacted] Department: Executive Consumer
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Customer states in February she went on her cable box and renewed her account for the same great package for the same great priceCustomer states that billing went up $the first month Frontier took over and then $the second month Customer made several contact to customer service and inquires to lower your bill, get credit, loss of service, slow internet speed and finally to cancel your services Frontier has investigated the above statements and offers the following response: Frontier does not show in the notes sent from Verizon or on the Verizon bills that the promotion that the customer had was changedFrontier shows that the promotions on the December 19, billing statement is the same as March 19, billing statementFrontier has emailed the customer December 19, thru May 20, billing statementsThe bill increase in April due to a $promotion credit that expires on April 19, Frontier has per customer request has cancelled her account on June 3, and waived the early termination feeThe customer has a $credit that was approved on May 24, and will reflect on her June 20, billing statementThe customer is satisfied and has been provide my direct contact information for future issues We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that Frontier missed a scheduled appointment for December 22, and Frontier had to reschedule appointment for December 28, Ms [redacted] explained that she would have to miss another day of work Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on January 6, and she agreed to a credit for the missed appointmentMs [redacted] explained that she was satisfied with the resolution and agreed to close the Revdex.com complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for review We appreciate the complaint being brought to our attention.In the complaint [redacted] expressed concern regarding the charges with TV and internet service [redacted] stated it has taken a long while to make adjustments as promised for cancelled TV service We continue to explore options to ensure a consistently positive service experience for our customers and apologize for the inconvenience.Our records indicate we issued credit based upon charged amount minus promotional credits On July 7, we spoke with Mr [redacted] and informed him that credit was applied for delayed TV cancellation Four credits, $on February 2, $on March 6, $on May 4, and $on June 9, 2017, totaling $ Should [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Bridget G***Executive Customer RelationsFRONTIER 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] states she has just kept Internet service on her account with Frontier, and is being advised that she has to pay the entire amount being shown on the printed billFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records show Ms [redacted] removing her phone and TV service due dated for July 5, Frontier advises that our records show Ms [redacted] retaining her internet service with Frontier.Frontier advises that the changes made to the account were made in the billing cycle beginning on July 2, 2017, the change was made on July 5, 2017, and the bill had been printed.Frontier advises that Ms [redacted] has been contacted by email with the following choices concerning her bill, She can pay the bill in full and receive credit applied to the next billing cycleShe can wait for the next billing cycle which would reflect the prorated charges of service she had as well as the remaining prorated charge of internet service kept on the accountFrontier has made an attempted to reach [redacted] ; however, Frontier has been unsuccessful in speaking with herWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] *** bringing this matter to our attention The Complaint states that: Ms [redacted] states that they switch to Frontier and have not had a correct bill also they lost their promotion price due to a Frontier terms not being acceptedFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the rate was reestablished and reflects on the new statement.Frontier reviewed the statement and the bundle discounts were appliedThe current statement is for two months and some video on demand charges
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises that he requested Internet service at his home and an order was placed then was advised by the technician that it was not available in his area.Mr [redacted] advises that he received a bill on November 1, for $and called Frontier and an order was placed to cancel the services and back dated to the install date and was advised that the next bill would be zero.Mr [redacted] advises that he received a bill in the amount of $on December 1, 2016, January 1, and February 1, and called into Frontier after receiving each bill and was advised that he would receive a zero bill statement the next monthFrontier has investigated the above statements and offers the following response: Frontier advises that as of March 8, the balance of $has been zeroed out and Mr [redacted] ’s account is closed out.Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier left a message for Mr [redacted] that included direct contact informationWe 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 advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi Fi network interference Customer speeds may vary over timeFrontier has investigated Ms [redacted] ’s account and has determined that due to a surplus of Wi Fi traffic in her home or immediate area, Wi Fi network congestion could be affecting Internet service speeds Frontier advises that plugging devices directly into the router through a wired connection should address this issue.Frontier has made multiple attempts to contact the customer, and have been unsuccessful 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
Thank you for referring the rebuttal of [redacted] to our office for review We appreciate you bringing this matter to our attention.Customer’s October 5, billing statement reflected a total due of $which included a previous balance of $and new charges of $66.39.The November 5, billing statement reflected a previous balance of $219.47; payment of $and a credit of $leaving a balance owing of $An adjustment of $was not valid so it was denied.Frontier records reflect a repair ticket opened on September 11, with a due date of September 15, Out of service credits are generated on repair tickets in our system.Frontier understands that the customer is not satisfied with our resolutionHowever, the balance of $is valid and sustainedFrontier records indicate that the account was disconnected on September 21, We trust this information will assist you in closing this case.Frontier Communications
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 matter defined in my complaint as basically satisfied The rejection of my request for a refund of the two charges that were invalid was reversed and the charges have been removed from my account HOWEVER, Frontier indicates I have no more credits to be applied and indicates I have a balance of $to be paid This is incorrect They still owe me a refund for charging me for services while I was on a "vacation hold" I did not include that in my original complaint because I believed the issue was resolved based on my prior conversation with one of heir supervisorsEvidently, they still do not understand I was billed and paid for time I was on vacation hold Because of the difficulties in the Verizon to Frontier changeover, I agreed to pay the full amount with a "promise" from Frontier reps that I would be reimbursed, by check, for the overpayment Not only have I not been reimbursed, I have been charged for invalid charges (which were just cleared), and another month for full service when I am still on Vacation Hold They have evidently corrected that also After receiving your email regarding Frontier's attempt to make things right, I tried...again...to reason with one of their customer service people regarding the remaining issue I'd rather not send in another complaint and I'm sure Frontier would not care to have that done either I have been told...For a third timethat a refund request has been put in for the amount owed to meBut it still needs to be approved and who knows how long that will take.This issue will not be resolved in my eyes until Frontier has issued me all of the refunds to which I am due and I have a check for that amountI spent my career in the Information Technology field designing, and implementing business computer systems It's not an easy job and it is obvious this particular issue has not been properly addressed in their computer programs Someone needs to step out of the box and do what is necessary to make this right Please.I have two lengthy phone conversations recorded that will back up what I am contending, but I have no idea how to get them off of my phone and to the Revdex.com Regards, [redacted]
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: At the time of the complaint submission on 10/26/2016, Ms [redacted] ’s phone service had been non-functional for four daysWhen Ms [redacted] contacted Frontier to report the service issue, she was advised that Frontier would not be able to repair the service until 11/2/2016which would have meant seven additional days of no calling capabilitiesMs [redacted] requested that the service be fixed much sooner and that the appropriate adjustments be applied for the number of days the phone was non-functional Frontier has investigated the above statements and offers the following response: Upon receiving this request, Frontier did confirm that the original repair ticket date was scheduled for 11/2/On 10/28/2016, Frontier was able to reach out to the Technical Supervisor and General Manager for Ms [redacted] ’s area and expedite her scheduled repair to 10/29/On 10/29/2016, Frontier confirmed directly with Ms [redacted] that the service was now working properly, and credit for the number of days out of service from 10/22/– 10/29/was applied in the amount of $ 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
On 8-19-the FTR local manager spoke with the customer and apologized for the actions of our contractors and it will be addressed with themAdvised we will make sure a full month of service credit is issuesWe made arrangements for a tech visit on 8-20- On 8-20-FTR followed up with the customer and she confirmed all is working and she is happy with her repair visit today
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms[redacted] states that she was experiencing disruptions to her internet services.Ms [redacted] states that she was advised she would be required to pay a termination fee if she cancelled services prior to the end of her service termFrontier has investigated the above statements and offers the following response: A review of this account shows that Ms [redacted] terminated her services with Frontier Communications on November 29, 2016.Ms [redacted] was not charged an early termination feeFrontier is unable to further research Ms***’s service disruptions due to the termination of her services.A Frontier representative has issued a credit in the amount of $for the time she experienced disrupted services.A Frontier representative has spoken with Ms [redacted] and confirmed that she accepts these actions as resolution for her complaintWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises Frontier he was sold data and tv service and Frontier could only provide internet service Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on July 20, and he was advised he has not been charged an early termination fee the balance is all past due for the service the time that it was used.During the conversation Mr [redacted] advised he has paid payments we do not show on the accountFrontier is waiting on proof of payment to start a payment investigation.Since our conversation on July 20, Frontier has not been able to reach Mr [redacted] and he has our contact information for future when neededWe 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
I spoke with the company in regards to their resolution to the issue of not providing me any serviceThere was no resolutionI had no service available to me from the set up dateThere was a cord the installer told me I needed fixed and the box that was taken out of my house before I ordered service would not allow me to use the serviceThis was told to many repsThe contract that was agreed upon was they outside me internet, came, and home phone for the monthly feesNone of these services were providedTherefore there should be no chargeThere was absolutely no resolution because this company is telling to charge me for something that was never provided to meThey tell me they cannot see usage but I'm sure they can see there were no calls made and no internet service used at allTherefore this issue is not resolved
Frontier has investigated the above statements and offers the following response: Frontier has re-evaluated Mr [redacted] ’s account and has determined he did not have active service to warrant an invoice for servicesFrontier has lifted the outside collection agency activity and credited Mr [redacted] ’s billing account to a zero balance We regret any inconvenience that [redacted] may have experienced as a result of the above matter
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: Mr [redacted] advises he was promised his services would be installed twiceMr [redacted] reports Frontier was to contact him for a date of install but he received no callMr [redacted] advises the 2nd time he attempted to schedule, no one showed up for his installationMr [redacted] reports he has been on the phone for hours, spoke with representatives and still has no internet services installed Frontier has investigated the above statements and offers the following response: A Frontier Representative has successfully contacted Mr***Mr [redacted] advises Frontier did come out to install his internet on 11/16/and everything is working.Mr [redacted] states he was supposed to have internet and phone installed on 10/27/2016, but only phone service was installed.Mr [redacted] received a total credit of $for courtesy and being charged incorrectly on his phone as his pricing should be $a month including internet.The representative will follow up the next billing cycle to ensure correct billing for Mr***We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Gabriela C [redacted] Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he was quoted without a contract and was placed into a contract.Mr [redacted] states he was charged and install fee.Mr [redacted] states that he was not advised of a year contract and installation feeFrontier has investigated the above statements and offers the following response: Frontier has fixed Mr [redacted] ’s pricing.Frontier has removed the $install chargeFrontier has apologized to Mr [redacted] for the mis-quote and additional charges to his billingWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that he has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Frontier has called and left voicemail messages for Ms [redacted] to contact the representative handling this complaint.Frontier’s billing policy states that TV and Internet services are billed in advance for the following month Termination of TV and/or Internet will be effective on the last day of the billing cycleThe service(s) will remain available to Ms [redacted] through the end of the period for which she has been billed in advance.Frontier does not prorate or issues refunds for services previously billedWe regret any inconvenience that [redacted] may have 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 did speak with Katie in regards to this matter, I was told I should call a new number ###-###-#### for any future issues with the phone linesI am not sure why this number is not given to the other customers that I am sure are having issues as wellWhen I was speaking with Katie I had told her the main phone line had static still, she then gave me ticket # [redacted] with the service dated for 4/No big surprise to me when no one calls to check in or to fix the phoneNow on 4/I see the Revdex.com response and the date is some how changed to 4/with absolutely no notice, keeping us in the dark once againI don't see how this is ok, this is poor business and quite frankly if they cant honor the contract with reliable service and prompt repair service why are they in business? This is a scam Regards, [redacted] ***
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] is not satisfied with the outcome of the original complaint on this matter.Frontier has investigated the above statements and offers the following response:Thank you for referring the additional concerns of [redacted] to our office for review.We apologize for any frustrations or inconvenience that Mr [redacted] has experienced.Frontier has reviewed these additional remarks and has determined the company's position has not changedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Rebecca N [redacted] Department: Executive Consumer
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Customer states in February she went on her cable box and renewed her account for the same great package for the same great priceCustomer states that billing went up $the first month Frontier took over and then $the second month Customer made several contact to customer service and inquires to lower your bill, get credit, loss of service, slow internet speed and finally to cancel your services Frontier has investigated the above statements and offers the following response: Frontier does not show in the notes sent from Verizon or on the Verizon bills that the promotion that the customer had was changedFrontier shows that the promotions on the December 19, billing statement is the same as March 19, billing statementFrontier has emailed the customer December 19, thru May 20, billing statementsThe bill increase in April due to a $promotion credit that expires on April 19, Frontier has per customer request has cancelled her account on June 3, and waived the early termination feeThe customer has a $credit that was approved on May 24, and will reflect on her June 20, billing statementThe customer is satisfied and has been provide my direct contact information for future issues We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that Frontier missed a scheduled appointment for December 22, and Frontier had to reschedule appointment for December 28, Ms [redacted] explained that she would have to miss another day of work Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on January 6, and she agreed to a credit for the missed appointmentMs [redacted] explained that she was satisfied with the resolution and agreed to close the Revdex.com complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for review We appreciate the complaint being brought to our attention.In the complaint [redacted] expressed concern regarding the charges with TV and internet service [redacted] stated it has taken a long while to make adjustments as promised for cancelled TV service We continue to explore options to ensure a consistently positive service experience for our customers and apologize for the inconvenience.Our records indicate we issued credit based upon charged amount minus promotional credits On July 7, we spoke with Mr [redacted] and informed him that credit was applied for delayed TV cancellation Four credits, $on February 2, $on March 6, $on May 4, and $on June 9, 2017, totaling $ Should [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Bridget G***Executive Customer RelationsFRONTIER 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] states she has just kept Internet service on her account with Frontier, and is being advised that she has to pay the entire amount being shown on the printed billFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records show Ms [redacted] removing her phone and TV service due dated for July 5, Frontier advises that our records show Ms [redacted] retaining her internet service with Frontier.Frontier advises that the changes made to the account were made in the billing cycle beginning on July 2, 2017, the change was made on July 5, 2017, and the bill had been printed.Frontier advises that Ms [redacted] has been contacted by email with the following choices concerning her bill, She can pay the bill in full and receive credit applied to the next billing cycleShe can wait for the next billing cycle which would reflect the prorated charges of service she had as well as the remaining prorated charge of internet service kept on the accountFrontier has made an attempted to reach [redacted] ; however, Frontier has been unsuccessful in speaking with herWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] *** bringing this matter to our attention The Complaint states that: Ms [redacted] states that they switch to Frontier and have not had a correct bill also they lost their promotion price due to a Frontier terms not being acceptedFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the rate was reestablished and reflects on the new statement.Frontier reviewed the statement and the bundle discounts were appliedThe current statement is for two months and some video on demand charges
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises that he requested Internet service at his home and an order was placed then was advised by the technician that it was not available in his area.Mr [redacted] advises that he received a bill on November 1, for $and called Frontier and an order was placed to cancel the services and back dated to the install date and was advised that the next bill would be zero.Mr [redacted] advises that he received a bill in the amount of $on December 1, 2016, January 1, and February 1, and called into Frontier after receiving each bill and was advised that he would receive a zero bill statement the next monthFrontier has investigated the above statements and offers the following response: Frontier advises that as of March 8, the balance of $has been zeroed out and Mr [redacted] ’s account is closed out.Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier left a message for Mr [redacted] that included direct contact informationWe 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 advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi Fi network interference Customer speeds may vary over timeFrontier has investigated Ms [redacted] ’s account and has determined that due to a surplus of Wi Fi traffic in her home or immediate area, Wi Fi network congestion could be affecting Internet service speeds Frontier advises that plugging devices directly into the router through a wired connection should address this issue.Frontier has made multiple attempts to contact the customer, and have been unsuccessful 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
Thank you for referring the rebuttal of [redacted] to our office for review We appreciate you bringing this matter to our attention.Customer’s October 5, billing statement reflected a total due of $which included a previous balance of $and new charges of $66.39.The November 5, billing statement reflected a previous balance of $219.47; payment of $and a credit of $leaving a balance owing of $An adjustment of $was not valid so it was denied.Frontier records reflect a repair ticket opened on September 11, with a due date of September 15, Out of service credits are generated on repair tickets in our system.Frontier understands that the customer is not satisfied with our resolutionHowever, the balance of $is valid and sustainedFrontier records indicate that the account was disconnected on September 21, We trust this information will assist you in closing this case.Frontier Communications
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 matter defined in my complaint as basically satisfied The rejection of my request for a refund of the two charges that were invalid was reversed and the charges have been removed from my account HOWEVER, Frontier indicates I have no more credits to be applied and indicates I have a balance of $to be paid This is incorrect They still owe me a refund for charging me for services while I was on a "vacation hold" I did not include that in my original complaint because I believed the issue was resolved based on my prior conversation with one of heir supervisorsEvidently, they still do not understand I was billed and paid for time I was on vacation hold Because of the difficulties in the Verizon to Frontier changeover, I agreed to pay the full amount with a "promise" from Frontier reps that I would be reimbursed, by check, for the overpayment Not only have I not been reimbursed, I have been charged for invalid charges (which were just cleared), and another month for full service when I am still on Vacation Hold They have evidently corrected that also After receiving your email regarding Frontier's attempt to make things right, I tried...again...to reason with one of their customer service people regarding the remaining issue I'd rather not send in another complaint and I'm sure Frontier would not care to have that done either I have been told...For a third timethat a refund request has been put in for the amount owed to meBut it still needs to be approved and who knows how long that will take.This issue will not be resolved in my eyes until Frontier has issued me all of the refunds to which I am due and I have a check for that amountI spent my career in the Information Technology field designing, and implementing business computer systems It's not an easy job and it is obvious this particular issue has not been properly addressed in their computer programs Someone needs to step out of the box and do what is necessary to make this right Please.I have two lengthy phone conversations recorded that will back up what I am contending, but I have no idea how to get them off of my phone and to the Revdex.com Regards, [redacted]
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: At the time of the complaint submission on 10/26/2016, Ms [redacted] ’s phone service had been non-functional for four daysWhen Ms [redacted] contacted Frontier to report the service issue, she was advised that Frontier would not be able to repair the service until 11/2/2016which would have meant seven additional days of no calling capabilitiesMs [redacted] requested that the service be fixed much sooner and that the appropriate adjustments be applied for the number of days the phone was non-functional Frontier has investigated the above statements and offers the following response: Upon receiving this request, Frontier did confirm that the original repair ticket date was scheduled for 11/2/On 10/28/2016, Frontier was able to reach out to the Technical Supervisor and General Manager for Ms [redacted] ’s area and expedite her scheduled repair to 10/29/On 10/29/2016, Frontier confirmed directly with Ms [redacted] that the service was now working properly, and credit for the number of days out of service from 10/22/– 10/29/was applied in the amount of $ 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
On 8-19-the FTR local manager spoke with the customer and apologized for the actions of our contractors and it will be addressed with themAdvised we will make sure a full month of service credit is issuesWe made arrangements for a tech visit on 8-20- On 8-20-FTR followed up with the customer and she confirmed all is working and she is happy with her repair visit today
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms[redacted] states that she was experiencing disruptions to her internet services.Ms [redacted] states that she was advised she would be required to pay a termination fee if she cancelled services prior to the end of her service termFrontier has investigated the above statements and offers the following response: A review of this account shows that Ms [redacted] terminated her services with Frontier Communications on November 29, 2016.Ms [redacted] was not charged an early termination feeFrontier is unable to further research Ms***’s service disruptions due to the termination of her services.A Frontier representative has issued a credit in the amount of $for the time she experienced disrupted services.A Frontier representative has spoken with Ms [redacted] and confirmed that she accepts these actions as resolution for her complaintWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises Frontier he was sold data and tv service and Frontier could only provide internet service Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on July 20, and he was advised he has not been charged an early termination fee the balance is all past due for the service the time that it was used.During the conversation Mr [redacted] advised he has paid payments we do not show on the accountFrontier is waiting on proof of payment to start a payment investigation.Since our conversation on July 20, Frontier has not been able to reach Mr [redacted] and he has our contact information for future when neededWe 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
I spoke with the company in regards to their resolution to the issue of not providing me any serviceThere was no resolutionI had no service available to me from the set up dateThere was a cord the installer told me I needed fixed and the box that was taken out of my house before I ordered service would not allow me to use the serviceThis was told to many repsThe contract that was agreed upon was they outside me internet, came, and home phone for the monthly feesNone of these services were providedTherefore there should be no chargeThere was absolutely no resolution because this company is telling to charge me for something that was never provided to meThey tell me they cannot see usage but I'm sure they can see there were no calls made and no internet service used at allTherefore this issue is not resolved
Frontier has investigated the above statements and offers the following response: Frontier has re-evaluated Mr [redacted] ’s account and has determined he did not have active service to warrant an invoice for servicesFrontier has lifted the outside collection agency activity and credited Mr [redacted] ’s billing account to a zero balance We regret any inconvenience that [redacted] may have experienced as a result of the above matter
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: Mr [redacted] advises he was promised his services would be installed twiceMr [redacted] reports Frontier was to contact him for a date of install but he received no callMr [redacted] advises the 2nd time he attempted to schedule, no one showed up for his installationMr [redacted] reports he has been on the phone for hours, spoke with representatives and still has no internet services installed Frontier has investigated the above statements and offers the following response: A Frontier Representative has successfully contacted Mr***Mr [redacted] advises Frontier did come out to install his internet on 11/16/and everything is working.Mr [redacted] states he was supposed to have internet and phone installed on 10/27/2016, but only phone service was installed.Mr [redacted] received a total credit of $for courtesy and being charged incorrectly on his phone as his pricing should be $a month including internet.The representative will follow up the next billing cycle to ensure correct billing for Mr***We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Gabriela C [redacted] Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he was quoted without a contract and was placed into a contract.Mr [redacted] states he was charged and install fee.Mr [redacted] states that he was not advised of a year contract and installation feeFrontier has investigated the above statements and offers the following response: Frontier has fixed Mr [redacted] ’s pricing.Frontier has removed the $install chargeFrontier has apologized to Mr [redacted] for the mis-quote and additional charges to his billingWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that he has experienced as a result of the above matter