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 This statement is inaccurate: "Frontier spoke with Ms [redacted] and advised that we can honor the rate of $(Plus Equipment, taxes and surcharges)." It should be $per month, plus taxes and surchages - NOT plus equipmentEquipment should be included in the $I have never been told by anyone that equipment isn't includedThis is the first I'm hearing of itThe constant misrepresentations made by this company has to stop Also, after this amount was promised, my bill was still much higher- $I am awaiting a return call from Frontier for them to explain why Regards, [redacted]
Frontier CommunicationsThank you for referring the complaint of Martin [redacted] to our office for reviewWe appreciate Martin [redacted] bringing this matter to our attention.The Complaint states that:Contacted Frontier to install phone and internet on May with Direct TV.Issue 2Direct TV was installed but Frontier said all the ports were full.Frontier has investigated the above statements and offers the following response:Frontier engineers were able to arrange a port for Mr [redacted] .The original order was put on ‘Delay of Order’ and rescheduled for June 22, 2015.Mr [redacted] was satisfied with this result.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: David Neal Department: Customer RelationsTelephone Number: ###-###-#### ext; Fax Number: ###-###-####
Frontier CommunicationsThank you for referring the complaint of [redacted] A [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Frontier changed the bundle on customer account without the customer’s request or authorization thereby making the bill higher.Frontier has investigated the above statements and offers the following response:Frontier Communications issued a correction order on 2/8/to correct the billing.The corrected, effective monthly rate, through 2/7/is $plus taxes and fees which is less than he was paying.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: Anita D [redacted] Department: Executive Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he signed up for Frontier internet service at a monthly rate of $ His first bill indicated that he was also being charged for Frontier TV and home phone service, and also a rental fee for a router Mr [redacted] advises that he is still being charged for services that he does not have and late fees as wellMr [redacted] advises that his bill needs to be fixed so that it only shows internet service at the $amount he was originally quoted Frontier has investigated the above statements and offers the following response: Frontier spoke with Mrs [redacted] on March 15, and advised her that the TV and home phone services have been removed from the account as of March 7, 2017, and going forward will only be billed $per month for internet only She was also advised that a credit for $was issued on February 15, 2017, and was reflected on her March 2, bill Another credit of $was issued on March 15, 2017, and will show up on her April 2, statementFrontier advises that the $late fee has been credited and an additional credit totaling $was submitted on March 15, 2017, for the period of time in which the customer had been overbilled Frontier spoke with Mrs [redacted] again on March 15, 2017, and advised her of the additional credits For the March 2, billing cycle, she will pay the regular $monthly charges We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she has had a billing discrepancy with Frontier going back to May Ms [redacted] advises that she has been told by Frontier representatives that credits will be issued to her account for errors with her billing but no credits have appeared on her billsFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s monthly rate has been corrected and is now $plus taxes and surcharges This new monthly rate will be reflected on the October 16, statement Frontier advises that all credits have been issued to her account for the months in which she was overbilled and she currently has a credit balance of $31.73.Frontier spoke with Ms [redacted] on October 9, and advised her of the above statements We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Frontier CommunicationsThank 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] states his concern is not resolved as when I t rains the line stops working Frontier has investigated the above statements and offers the following response:Frontier investigated and shows no trouble ticket reports have been reported for this concern after we repaired the service on January 22, Frontier requires that customers must call in and report any problems with our network, so that we can investigate at the time of the trouble.We sincerely apologize for the trouble Mr [redacted] has experiencedWe 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: James N [redacted] Department: Customer Relations
Thank you for referring the complaint of Katherine [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she experienced telephone, television and Internet service issues during the transition from Verizon to FrontierMs [redacted] advises that Frontier did not provide a refund in a timely manner Frontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s complaint and entered a trouble ticket to repair her serviceFurther investigation showed Ms [redacted] has closed her account with Frontier.Frontier issued credit for the period of time Ms [redacted] was without service and was reflected on her final statement from Frontier.Frontier had the refund check for Ms [redacted] expedited and verified with Ms [redacted] on September 14, that it has been receivedMs [redacted] is satisfied with resolution and stated the complaint can be closed 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The date we called to disconnect was January 20th and not February 20thTheir customer service representative, James, stated that the service was disconnected on that dateWhen a bill was received again in March, we informed them that the service was supposed to be disconnected on January 20th and Marcellee said that James did note in the comments that we had requested our service be disconnected but that he had not in fact disconnected our serviceShe stated that if I would calm down she would take care of the disconnect and that it would be submitted on March 1st but the disconnect would be effective 1/20/as we had requestedShe stated that there would be a small credit to be issued at that time via a prepaid credit card in my nameShe stated that as it was over $it would take a couple months because it would require supervisor approval and that possible more bills would be received before it was taken care ofWe did not worry as it had taken over months to get a credit for installation charges that they charged us following an upgrade in the summer of The installation was supposed to be FREE with only a $charge for shippingWe figured it might take another call to resolve this issue as it had previously taken half a dozen calls previouslyThen we received a letter from a credit collection agency and we called them againJosh stated that as we had requested a "port over" that they had left the account openThis is the first time anything about "port over" had ever been mentionedNo port over was requested as we were being inundated with sales calls and we felt a new number would be a good changeJosh did not seem to care that we did not owe them any money and was now coming up with a new reason why they could not correct the account and send us the credit balanceFRONTIER COMMUNICATIONS changes the story every time you talk to themThey have had a monopoly for home telephone service for a long time in this area and know thisDue to this they have abused their customersIf you check out their Facebook page you will find numerous complaints where they regularly charge customers for services not owed including one gentleman whom was complaining about be sent to collections for nonpayment for two monthsThey never installed his servicemany many customers complain that Frontier is the only service available so they have not choice but to deal with themWhen we went to complain on their page and suggest that others file complaints with the Revdex.com, they told us not to comment anymore and then censored us (blocked us from commenting on their page)They do not list the current address on their website and do not give you the correct address if you ask for itThis complaint needs additional investigationPlease help usThis company should not be able to continue to abuse their customersThis is beyond ridiculous.Additionally, we have contacted the credit company and told them of what has transpiredThey have asked us to let them know the resolution of the issueI will be sending them the information we have to dateFrontier should not be able to negatively impact my credit rating when they owe meI do not owe them Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint 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 reviewMs [redacted] submitted the complaint on behalf of the account holder, [redacted] We appreciate her bringing this matter to our attention The Complaint states that: • Ms [redacted] is stating that she requested to have their Frontier service moved to a new home however no one showed for the appointment • Ms [redacted] says that she contacted Frontier and was advised that the service could not be moved because it was not available at her new address, and a new account would be requiredShe says that she was sold an internet speed of 2mb however the installation technician advised it would be less than 1mb • Ms [redacted] says that when she called to cancel both accounts she was then advised a new account should not have been created, which caused an unnecessary credit checkShe was also told that she would be billed a cancellation fee • Ms [redacted] is requesting that the cancellation fee is waived and that the credit check was not performed Frontier has investigated the above statements and offers the following response: • Frontier records show that Mr [redacted] ’s move order was not dispatched because of an order error due his existing products not being available at the new address • Review of the account history confirms that Mr [redacted] was misadvised that a new account would be required and the speed offered was later determined to not be available • In this instance the early termination fee was waived and has not been assessed on Mr [redacted] ’s final billing statementAdditionally, Frontier has notified the credit bureaus of the erroneous credit check and requested the inquiry be changed from ‘hard’ to ‘soft’ so it will not impact his credit scoreFrontier advises this process is handled by Equifax and may take weeks • Frontier apologizes for the misinformation and Mr [redacted] has been advised of the outcome We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: 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
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,
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 information provided by Frontier is not true I received a call from a "Peter" who said he is from the escalations department following up on an escalation ticket I submitted I told him I did not submit an escalation ticket After probing him and finding out he was lying to me, or deceptive of why he was calling, I asked him if he was responding to a Revdex.com complaint He said, "I might be" He then proceeded to tell me he was responding from the FCC to my complaint and demanded to take control of my computer He wanted to get a speed reading on my computer, and conveniently just after the field technician corrected the problem in the neighborhood - on Frontier's equipment The issue at hand is the number of tickets and lack of service/product that my home receives Frontier refuses to respond/address my questions of the problems of their equipment We pay for a MPS speed plan The last online technician I spoke to said we cannot get that service level when Frontier customer service tells us we can I would continue to press this issue with Frontier until they address this issue Regards, [redacted]
Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewThe account number and address provided refer to the business account of [redacted] We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] uses Frontier for phone and internet service at his restaurantMr [redacted] states they have experienced ongoing issues with internet connectivityMr [redacted] indicates a customer advised them of an out of service issue with their phone line via emailMr [redacted] made multiple attempts to contact Frontier in attempt to resolve the issueMr [redacted] requested reimbursement on his next bill to cover lost business Frontier has investigated the above statements and offers the following response: Frontier records show a recent trouble ticket originating from contact from the customer indicating a loss of dial tone on August 2, This outage was resolved on August 3, Frontier has provided a time out of service credit in the amount of $Frontier’s Terms of Service state in Section 5, b.: IN NO EVENT WILL FRONTIER OR ITS AFFILIATES BE LIABLE FOR ANY LOST PROFITS OR BUSINESS OPPORTUNITIES, OR FOR ANY OTHER SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY THEREOFFRONTIER AND ITS AFFILIATES SHALL NOT BE LIABLE FOR ANY LOSS, COST, CLAIM OR EXPENSE EXPERIENCED OR INCURRED BY CUSTOMER OR THIRD PARTIES RESULTING FROM THE USE OF THE SERVICES OR EQUIPMENT PROVIDED HEREUNDER, INCLUDING, FRAUD BY THIRD PARTIES.Frontier shows additional trouble tickets for voice mail issues on August and August 12, The previous reported issue was October 29, 2015, where they experienced a minute outageThis outage was resolved by resetting the ONT (Optical Network Terminal) at the customer’s premise 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: Brian M [redacted] Department: Customer Relations
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 find that this resolution is satisfactory to me They were very prompt and courteous Regards, [redacted]
Tell us why hereThank 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 Frontier has billed her credit card for unauthorized chargesFrontier has investigated the above statements and offers the following response:Frontier investigated Ms [redacted] ’s account and advised that the Frontier secure product was set up by AT&T when she requested new service with themFrontier advises that the service was cancelled with Frontier on March 8, 2017.Frontier has made several attempts to contact Ms [redacted] regarding this issue but has been unsuccessful in speaking with her.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any additional assistanceWe 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 [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mrs [redacted] advises she has been paying for internet service of 3M and 90% of the time or better, she barely gets 1MThe internet lags and is so slow it kicks off every few minutes.Ms [redacted] advises, she would like upgrades in her area.Ms [redacted] advises, if you go a few miles up the road customers are getting 8M or moreFrontier has investigated the above statements and offers the following response: Frontier records indicated there are promotion on the account that allows a discount each month due to this inconvenienceFrontier advises, that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms [redacted] area at this timeFrontier is keeping a log for upgrade request in this area, and has issued a request for upgrade for this address to the logFrontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference Ms [redacted] speeds may vary over time We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications
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###-###-####
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 This statement is inaccurate: "Frontier spoke with Ms [redacted] and advised that we can honor the rate of $(Plus Equipment, taxes and surcharges)." It should be $per month, plus taxes and surchages - NOT plus equipmentEquipment should be included in the $I have never been told by anyone that equipment isn't includedThis is the first I'm hearing of itThe constant misrepresentations made by this company has to stop Also, after this amount was promised, my bill was still much higher- $I am awaiting a return call from Frontier for them to explain why Regards, [redacted]
Frontier CommunicationsThank you for referring the complaint of Martin [redacted] to our office for reviewWe appreciate Martin [redacted] bringing this matter to our attention.The Complaint states that:Contacted Frontier to install phone and internet on May with Direct TV.Issue 2Direct TV was installed but Frontier said all the ports were full.Frontier has investigated the above statements and offers the following response:Frontier engineers were able to arrange a port for Mr [redacted] .The original order was put on ‘Delay of Order’ and rescheduled for June 22, 2015.Mr [redacted] was satisfied with this result.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: David Neal Department: Customer RelationsTelephone Number: ###-###-#### ext; Fax Number: ###-###-####
Frontier CommunicationsThank you for referring the complaint of [redacted] A [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Frontier changed the bundle on customer account without the customer’s request or authorization thereby making the bill higher.Frontier has investigated the above statements and offers the following response:Frontier Communications issued a correction order on 2/8/to correct the billing.The corrected, effective monthly rate, through 2/7/is $plus taxes and fees which is less than he was paying.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: Anita D [redacted] Department: Executive Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he signed up for Frontier internet service at a monthly rate of $ His first bill indicated that he was also being charged for Frontier TV and home phone service, and also a rental fee for a router Mr [redacted] advises that he is still being charged for services that he does not have and late fees as wellMr [redacted] advises that his bill needs to be fixed so that it only shows internet service at the $amount he was originally quoted Frontier has investigated the above statements and offers the following response: Frontier spoke with Mrs [redacted] on March 15, and advised her that the TV and home phone services have been removed from the account as of March 7, 2017, and going forward will only be billed $per month for internet only She was also advised that a credit for $was issued on February 15, 2017, and was reflected on her March 2, bill Another credit of $was issued on March 15, 2017, and will show up on her April 2, statementFrontier advises that the $late fee has been credited and an additional credit totaling $was submitted on March 15, 2017, for the period of time in which the customer had been overbilled Frontier spoke with Mrs [redacted] again on March 15, 2017, and advised her of the additional credits For the March 2, billing cycle, she will pay the regular $monthly charges We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she has had a billing discrepancy with Frontier going back to May Ms [redacted] advises that she has been told by Frontier representatives that credits will be issued to her account for errors with her billing but no credits have appeared on her billsFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s monthly rate has been corrected and is now $plus taxes and surcharges This new monthly rate will be reflected on the October 16, statement Frontier advises that all credits have been issued to her account for the months in which she was overbilled and she currently has a credit balance of $31.73.Frontier spoke with Ms [redacted] on October 9, and advised her of the above statements We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Frontier CommunicationsThank 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] states his concern is not resolved as when I t rains the line stops working Frontier has investigated the above statements and offers the following response:Frontier investigated and shows no trouble ticket reports have been reported for this concern after we repaired the service on January 22, Frontier requires that customers must call in and report any problems with our network, so that we can investigate at the time of the trouble.We sincerely apologize for the trouble Mr [redacted] has experiencedWe 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: James N [redacted] Department: Customer Relations
Thank you for referring the complaint of Katherine [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she experienced telephone, television and Internet service issues during the transition from Verizon to FrontierMs [redacted] advises that Frontier did not provide a refund in a timely manner Frontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s complaint and entered a trouble ticket to repair her serviceFurther investigation showed Ms [redacted] has closed her account with Frontier.Frontier issued credit for the period of time Ms [redacted] was without service and was reflected on her final statement from Frontier.Frontier had the refund check for Ms [redacted] expedited and verified with Ms [redacted] on September 14, that it has been receivedMs [redacted] is satisfied with resolution and stated the complaint can be closed 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The date we called to disconnect was January 20th and not February 20thTheir customer service representative, James, stated that the service was disconnected on that dateWhen a bill was received again in March, we informed them that the service was supposed to be disconnected on January 20th and Marcellee said that James did note in the comments that we had requested our service be disconnected but that he had not in fact disconnected our serviceShe stated that if I would calm down she would take care of the disconnect and that it would be submitted on March 1st but the disconnect would be effective 1/20/as we had requestedShe stated that there would be a small credit to be issued at that time via a prepaid credit card in my nameShe stated that as it was over $it would take a couple months because it would require supervisor approval and that possible more bills would be received before it was taken care ofWe did not worry as it had taken over months to get a credit for installation charges that they charged us following an upgrade in the summer of The installation was supposed to be FREE with only a $charge for shippingWe figured it might take another call to resolve this issue as it had previously taken half a dozen calls previouslyThen we received a letter from a credit collection agency and we called them againJosh stated that as we had requested a "port over" that they had left the account openThis is the first time anything about "port over" had ever been mentionedNo port over was requested as we were being inundated with sales calls and we felt a new number would be a good changeJosh did not seem to care that we did not owe them any money and was now coming up with a new reason why they could not correct the account and send us the credit balanceFRONTIER COMMUNICATIONS changes the story every time you talk to themThey have had a monopoly for home telephone service for a long time in this area and know thisDue to this they have abused their customersIf you check out their Facebook page you will find numerous complaints where they regularly charge customers for services not owed including one gentleman whom was complaining about be sent to collections for nonpayment for two monthsThey never installed his servicemany many customers complain that Frontier is the only service available so they have not choice but to deal with themWhen we went to complain on their page and suggest that others file complaints with the Revdex.com, they told us not to comment anymore and then censored us (blocked us from commenting on their page)They do not list the current address on their website and do not give you the correct address if you ask for itThis complaint needs additional investigationPlease help usThis company should not be able to continue to abuse their customersThis is beyond ridiculous.Additionally, we have contacted the credit company and told them of what has transpiredThey have asked us to let them know the resolution of the issueI will be sending them the information we have to dateFrontier should not be able to negatively impact my credit rating when they owe meI do not owe them Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint 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 reviewMs [redacted] submitted the complaint on behalf of the account holder, [redacted] We appreciate her bringing this matter to our attention The Complaint states that: • Ms [redacted] is stating that she requested to have their Frontier service moved to a new home however no one showed for the appointment • Ms [redacted] says that she contacted Frontier and was advised that the service could not be moved because it was not available at her new address, and a new account would be requiredShe says that she was sold an internet speed of 2mb however the installation technician advised it would be less than 1mb • Ms [redacted] says that when she called to cancel both accounts she was then advised a new account should not have been created, which caused an unnecessary credit checkShe was also told that she would be billed a cancellation fee • Ms [redacted] is requesting that the cancellation fee is waived and that the credit check was not performed Frontier has investigated the above statements and offers the following response: • Frontier records show that Mr [redacted] ’s move order was not dispatched because of an order error due his existing products not being available at the new address • Review of the account history confirms that Mr [redacted] was misadvised that a new account would be required and the speed offered was later determined to not be available • In this instance the early termination fee was waived and has not been assessed on Mr [redacted] ’s final billing statementAdditionally, Frontier has notified the credit bureaus of the erroneous credit check and requested the inquiry be changed from ‘hard’ to ‘soft’ so it will not impact his credit scoreFrontier advises this process is handled by Equifax and may take weeks • Frontier apologizes for the misinformation and Mr [redacted] has been advised of the outcome We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: 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
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,
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 information provided by Frontier is not true I received a call from a "Peter" who said he is from the escalations department following up on an escalation ticket I submitted I told him I did not submit an escalation ticket After probing him and finding out he was lying to me, or deceptive of why he was calling, I asked him if he was responding to a Revdex.com complaint He said, "I might be" He then proceeded to tell me he was responding from the FCC to my complaint and demanded to take control of my computer He wanted to get a speed reading on my computer, and conveniently just after the field technician corrected the problem in the neighborhood - on Frontier's equipment The issue at hand is the number of tickets and lack of service/product that my home receives Frontier refuses to respond/address my questions of the problems of their equipment We pay for a MPS speed plan The last online technician I spoke to said we cannot get that service level when Frontier customer service tells us we can I would continue to press this issue with Frontier until they address this issue Regards, [redacted]
Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewThe account number and address provided refer to the business account of [redacted] We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] uses Frontier for phone and internet service at his restaurantMr [redacted] states they have experienced ongoing issues with internet connectivityMr [redacted] indicates a customer advised them of an out of service issue with their phone line via emailMr [redacted] made multiple attempts to contact Frontier in attempt to resolve the issueMr [redacted] requested reimbursement on his next bill to cover lost business Frontier has investigated the above statements and offers the following response: Frontier records show a recent trouble ticket originating from contact from the customer indicating a loss of dial tone on August 2, This outage was resolved on August 3, Frontier has provided a time out of service credit in the amount of $Frontier’s Terms of Service state in Section 5, b.: IN NO EVENT WILL FRONTIER OR ITS AFFILIATES BE LIABLE FOR ANY LOST PROFITS OR BUSINESS OPPORTUNITIES, OR FOR ANY OTHER SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY THEREOFFRONTIER AND ITS AFFILIATES SHALL NOT BE LIABLE FOR ANY LOSS, COST, CLAIM OR EXPENSE EXPERIENCED OR INCURRED BY CUSTOMER OR THIRD PARTIES RESULTING FROM THE USE OF THE SERVICES OR EQUIPMENT PROVIDED HEREUNDER, INCLUDING, FRAUD BY THIRD PARTIES.Frontier shows additional trouble tickets for voice mail issues on August and August 12, The previous reported issue was October 29, 2015, where they experienced a minute outageThis outage was resolved by resetting the ONT (Optical Network Terminal) at the customer’s premise 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: Brian M [redacted] Department: Customer Relations
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 find that this resolution is satisfactory to me They were very prompt and courteous Regards, [redacted]
Tell us why hereThank 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 Frontier has billed her credit card for unauthorized chargesFrontier has investigated the above statements and offers the following response:Frontier investigated Ms [redacted] ’s account and advised that the Frontier secure product was set up by AT&T when she requested new service with themFrontier advises that the service was cancelled with Frontier on March 8, 2017.Frontier has made several attempts to contact Ms [redacted] regarding this issue but has been unsuccessful in speaking with her.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any additional assistanceWe 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 [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mrs [redacted] advises she has been paying for internet service of 3M and 90% of the time or better, she barely gets 1MThe internet lags and is so slow it kicks off every few minutes.Ms [redacted] advises, she would like upgrades in her area.Ms [redacted] advises, if you go a few miles up the road customers are getting 8M or moreFrontier has investigated the above statements and offers the following response: Frontier records indicated there are promotion on the account that allows a discount each month due to this inconvenienceFrontier advises, that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms [redacted] area at this timeFrontier is keeping a log for upgrade request in this area, and has issued a request for upgrade for this address to the logFrontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference Ms [redacted] speeds may vary over time We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications
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###-###-####