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
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
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 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
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
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 I have provided this information to Frontier on two occasions already Additionally, I have zero further records (like the supposed payments that are being shown on my credit report) This is in reference to a bad data file received from AT&T during the Frontier acquisition Frontier acquired a bad data file with inaccurate records and then further produced errant payment historiesFor your reference, details of the offer I reviewed appear below Furthermore, we are current customers of Frontier at the same address that was originally listed Frontier is claiming an old debt under my name that they have no record of according to their customer service, credit and billing areas Then on one occasion they supplied a copy of an old AT&T bill There is a payment history on this account as well; if the only way to bring this to a close is to provide the credit report then I will send that information but this is ridiculous The burden of proof should be on the random company claiming a bad debt, a payment history and putting a charge off on my account after zero notification of any supposed debt dueAdditionally, after this supposed debt from AT&T I opened a new AT&T account under my same name and social security number and address with no issue because there was no outstanding debt with the carrier I'm floored that Frontier can put something like this on my account, provide nothing but an old image file of a resolved bill on an account that they never held that is years old...particularly when their billing specialists have already told me that it was put on my account in errorI want this record removed in whole from my credit report This is fraudulent and is an issue with poor internal master data management during an acquisition...not my problem but theirs Regards, [redacted]
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 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
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
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 [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] stated he saw Frontier advertise TV, phone and internet for one price and then he ended up paying separately for all three itemsHe also said that he was told by Frontier billing that there is a $cancellation feeFrontier has investigated the above statements and offers the following response: Frontier reviewed billing and monthly rates being charged for servicesAlthough Mr [redacted] ’s service is bundled, the phone, internet and TV service do display as separate line items on the billThe phone service is billing at $per monthThat is the monthly discounted rateThe full charge rate for that service would be $The 100M data service is billing at $Without a bundle discount, this speed of data service would bill at $The TV service is the Ultimate TV package – it normally bills at $89.99, but it is discounted down to $on the billingThe cost of the phone, internet and TV bundle is $Equipment, taxes and surcharges are additional.Frontier has attempted to reach Mr [redacted] by phone several timesWe have been unable to reach him and have left messagesWe e-mailed our direct contact information to 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 Ms [redacted] ***- [redacted] to our office for reviewWe appreciate Ms ***- [redacted] bringing this matter to our attention The Complaint states that: Ms***- [redacted] advises she requested to have her Frontier service disconnectedFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms***- [redacted] on March 21, and advised that the port out order was completed on March 19, Frontier advises that Ms***-***’s account will process the final bill statement with the April 13, billing cycleWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms***- [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.My bill this month is $ The issue has NOT been resolved The rep I talked to said she would move my account to the promo of 75/internet with HBO and showtime for $plus tax so I would have a better package and not lose HBO and showtime She also said my account would be refunded $for the additional HBO and showtime charges for my September bill She did make it very clear the changes were not made in time for my next billing cycle Why is my bill $this month????? The bill should be based on my previous platform of 50/internet with the free months of showtime and HBO that was offered when I renewed my contract.Thank you for taking the time with me today to review the Revdex.com complaintI have gone ahead and put in the changes we discussed to get you to the $160.97+tax per monthWith the $in credit I applied today and the additional $in credit currently on your account that should offset any prorated charges on your next statementPlease let me know if I can be of any further assistanceThank You,Heather T [redacted] Frontier Communications Regards, [redacted]
Thank you for referring the complaint of MrDavid [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Mr [redacted] states he experienced an outage with his local service and High Speed Internet (HSI)Frontier has investigated the above statement and offers the following response:Account notes indicate Mr***’s service was terminated for non-payment in error on November 28, That account is final and currently reflects a credit amount of $A new account was established on December 27, under account number [redacted] We 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 CExecutive Customer 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: Frontier installed services when told not to Has called times to stop billing and sending bills Frontier has investigated the above statements and offers the following response: Amanda’s original order was given a due date of 4.6.15.For some reason the original order was cancelled and [redacted] called Frontier and set up another installation date for April 10, The installation on April 10, was a self-install and modem left on porch[redacted] called Frontier on April and asked why they got a bill?Frontier has zeroed out the balance, and [redacted] was satisfied 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 Specialist: [redacted] Department: Customer 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 attentionThe Complaint states that: Ms [redacted] states that she put a large deposit down for Frontier services and had to wait weeks to get the service installedThe service is still not workingShe wants a full refund because the install was never completed Frontier has investigated the above statements and offers the following response: Frontier reports that Ms [redacted] called for new services with Frontier on December 12, Frontier received a call from Ms [redacted] that the services were not working when the tech left the houseFrontier went to Ms***’s house on January 6, and repaired the servicesFrontier issued a onetime out of service credit of $Frontier spoke to Mr [redacted] on January 10, and he confirmed the services are working to his satisfaction We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I anticipate many problems going forward with this new company Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionMs [redacted] states she has experienced billing concerns and her service is no longer activeFrontier records indicate, on 9/7/bill, the balance on the account was $which was comprised of a past due balance of $and new charges of $due on or before 10/3/10/7/bill shows there was no payment received and left the account with a past due balance of $New charges was $for a total amount due of $The account was cancelled on 10/12/On the 11/7/closing statement, prorated adjustments applied to the account for charges from 10/13/- 11/6/of $-The account billed an ETF of $164.78.The closing account balance was $Frontier issued an amended credit of $-and $-which posted on the 2/7/billA payment posted for $The amended credits and payment reduces the final balance to $which is validWe apologize for any inconvenience 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 this matter being brought to our attention Frontier has investigated the above statements and offers the following response: • This account has had a recurring past due balance since the December billThe December 01, billing statement contained a past due balance of $from the previous billThe past due balance combined with the current charges of $brought the total amount due to $ • Payment in the amount of $was received and posted to the January billThe January 01, billing statement contained a past due balance of $from the previous billA credit adjustment of $was issuedOnce the above payment and credit adjustment posted the remaining past due balance was $The past due balance combined with the current charges of $brought the total amount due to $ • On January 9, an order was initiated to remove the Fios Digital Voice, Fios TV service and maintain Fios internetResearch determined that the order did not cycle to completion and therefore; the Fios services continued to be billedOur records indicate that a Frontier representative was working directly with Mr [redacted] regarding his concernsIn addition, the representative sent Mr [redacted] a letter dated March 01, • Payment in the amount of was received and posted to the February billThe February 01, billing statement contained a past due balance of $from the previous billOnce the above payment posted the remaining past due balance was $The past due balance combined with the current charges of $brought the total amount due to $ • The March 01, billing statement reflected a past due balance of $from the billA manual credit adjustment of $posted leaving a remaining past due balance of $Pro-rated credits totaling $were generated back to February leaving a total amount due of $ • On March 13, I left a message for Mr [redacted] and provided my contact number should he require further assistance regarding this issue On March 13, I left a message for Mr [redacted] and provided my contact number should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey M Frontier Executive Relations
The Complaint states that: Mrs [redacted] advises that after completing her Revdex.com investigation in December 2017, she believes that the balance on her current March Frontier statement is incorrectMrs [redacted] advises that Frontier still owes her credit in the amount of $Frontier has investigated the above statements and offers the following response: Frontier advises that a thorough audit of Mrs [redacted] ’s account was performedIt has been determined that the correct amount of manual and system generated credit has been issued for the billing errors that occurred between June and November The balance on the account of $is validFrontier advises that we communicated this information to Mrs [redacted] on March 27,
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
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
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 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
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
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 I have provided this information to Frontier on two occasions already Additionally, I have zero further records (like the supposed payments that are being shown on my credit report) This is in reference to a bad data file received from AT&T during the Frontier acquisition Frontier acquired a bad data file with inaccurate records and then further produced errant payment historiesFor your reference, details of the offer I reviewed appear below Furthermore, we are current customers of Frontier at the same address that was originally listed Frontier is claiming an old debt under my name that they have no record of according to their customer service, credit and billing areas Then on one occasion they supplied a copy of an old AT&T bill There is a payment history on this account as well; if the only way to bring this to a close is to provide the credit report then I will send that information but this is ridiculous The burden of proof should be on the random company claiming a bad debt, a payment history and putting a charge off on my account after zero notification of any supposed debt dueAdditionally, after this supposed debt from AT&T I opened a new AT&T account under my same name and social security number and address with no issue because there was no outstanding debt with the carrier I'm floored that Frontier can put something like this on my account, provide nothing but an old image file of a resolved bill on an account that they never held that is years old...particularly when their billing specialists have already told me that it was put on my account in errorI want this record removed in whole from my credit report This is fraudulent and is an issue with poor internal master data management during an acquisition...not my problem but theirs Regards, [redacted]
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 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
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
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 [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] stated he saw Frontier advertise TV, phone and internet for one price and then he ended up paying separately for all three itemsHe also said that he was told by Frontier billing that there is a $cancellation feeFrontier has investigated the above statements and offers the following response: Frontier reviewed billing and monthly rates being charged for servicesAlthough Mr [redacted] ’s service is bundled, the phone, internet and TV service do display as separate line items on the billThe phone service is billing at $per monthThat is the monthly discounted rateThe full charge rate for that service would be $The 100M data service is billing at $Without a bundle discount, this speed of data service would bill at $The TV service is the Ultimate TV package – it normally bills at $89.99, but it is discounted down to $on the billingThe cost of the phone, internet and TV bundle is $Equipment, taxes and surcharges are additional.Frontier has attempted to reach Mr [redacted] by phone several timesWe have been unable to reach him and have left messagesWe e-mailed our direct contact information to 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 Ms [redacted] ***- [redacted] to our office for reviewWe appreciate Ms ***- [redacted] bringing this matter to our attention The Complaint states that: Ms***- [redacted] advises she requested to have her Frontier service disconnectedFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms***- [redacted] on March 21, and advised that the port out order was completed on March 19, Frontier advises that Ms***-***’s account will process the final bill statement with the April 13, billing cycleWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms***- [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.My bill this month is $ The issue has NOT been resolved The rep I talked to said she would move my account to the promo of 75/internet with HBO and showtime for $plus tax so I would have a better package and not lose HBO and showtime She also said my account would be refunded $for the additional HBO and showtime charges for my September bill She did make it very clear the changes were not made in time for my next billing cycle Why is my bill $this month????? The bill should be based on my previous platform of 50/internet with the free months of showtime and HBO that was offered when I renewed my contract.Thank you for taking the time with me today to review the Revdex.com complaintI have gone ahead and put in the changes we discussed to get you to the $160.97+tax per monthWith the $in credit I applied today and the additional $in credit currently on your account that should offset any prorated charges on your next statementPlease let me know if I can be of any further assistanceThank You,Heather T [redacted] Frontier Communications Regards, [redacted]
Thank you for referring the complaint of MrDavid [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Mr [redacted] states he experienced an outage with his local service and High Speed Internet (HSI)Frontier has investigated the above statement and offers the following response:Account notes indicate Mr***’s service was terminated for non-payment in error on November 28, That account is final and currently reflects a credit amount of $A new account was established on December 27, under account number [redacted] We 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 CExecutive Customer 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: Frontier installed services when told not to Has called times to stop billing and sending bills Frontier has investigated the above statements and offers the following response: Amanda’s original order was given a due date of 4.6.15.For some reason the original order was cancelled and [redacted] called Frontier and set up another installation date for April 10, The installation on April 10, was a self-install and modem left on porch[redacted] called Frontier on April and asked why they got a bill?Frontier has zeroed out the balance, and [redacted] was satisfied 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 Specialist: [redacted] Department: Customer 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 attentionThe Complaint states that: Ms [redacted] states that she put a large deposit down for Frontier services and had to wait weeks to get the service installedThe service is still not workingShe wants a full refund because the install was never completed Frontier has investigated the above statements and offers the following response: Frontier reports that Ms [redacted] called for new services with Frontier on December 12, Frontier received a call from Ms [redacted] that the services were not working when the tech left the houseFrontier went to Ms***’s house on January 6, and repaired the servicesFrontier issued a onetime out of service credit of $Frontier spoke to Mr [redacted] on January 10, and he confirmed the services are working to his satisfaction We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I anticipate many problems going forward with this new company Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionMs [redacted] states she has experienced billing concerns and her service is no longer activeFrontier records indicate, on 9/7/bill, the balance on the account was $which was comprised of a past due balance of $and new charges of $due on or before 10/3/10/7/bill shows there was no payment received and left the account with a past due balance of $New charges was $for a total amount due of $The account was cancelled on 10/12/On the 11/7/closing statement, prorated adjustments applied to the account for charges from 10/13/- 11/6/of $-The account billed an ETF of $164.78.The closing account balance was $Frontier issued an amended credit of $-and $-which posted on the 2/7/billA payment posted for $The amended credits and payment reduces the final balance to $which is validWe apologize for any inconvenience 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 this matter being brought to our attention Frontier has investigated the above statements and offers the following response: • This account has had a recurring past due balance since the December billThe December 01, billing statement contained a past due balance of $from the previous billThe past due balance combined with the current charges of $brought the total amount due to $ • Payment in the amount of $was received and posted to the January billThe January 01, billing statement contained a past due balance of $from the previous billA credit adjustment of $was issuedOnce the above payment and credit adjustment posted the remaining past due balance was $The past due balance combined with the current charges of $brought the total amount due to $ • On January 9, an order was initiated to remove the Fios Digital Voice, Fios TV service and maintain Fios internetResearch determined that the order did not cycle to completion and therefore; the Fios services continued to be billedOur records indicate that a Frontier representative was working directly with Mr [redacted] regarding his concernsIn addition, the representative sent Mr [redacted] a letter dated March 01, • Payment in the amount of was received and posted to the February billThe February 01, billing statement contained a past due balance of $from the previous billOnce the above payment posted the remaining past due balance was $The past due balance combined with the current charges of $brought the total amount due to $ • The March 01, billing statement reflected a past due balance of $from the billA manual credit adjustment of $posted leaving a remaining past due balance of $Pro-rated credits totaling $were generated back to February leaving a total amount due of $ • On March 13, I left a message for Mr [redacted] and provided my contact number should he require further assistance regarding this issue On March 13, I left a message for Mr [redacted] and provided my contact number should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey M Frontier Executive Relations
The Complaint states that: Mrs [redacted] advises that after completing her Revdex.com investigation in December 2017, she believes that the balance on her current March Frontier statement is incorrectMrs [redacted] advises that Frontier still owes her credit in the amount of $Frontier has investigated the above statements and offers the following response: Frontier advises that a thorough audit of Mrs [redacted] ’s account was performedIt has been determined that the correct amount of manual and system generated credit has been issued for the billing errors that occurred between June and November The balance on the account of $is validFrontier advises that we communicated this information to Mrs [redacted] on March 27,