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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she is experiencing Frontier billing issuesFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] had a $Loyalty credit promotion on her Frontier account until February 23, Frontier advises that Ms [redacted] had a contract on her Internet and television service until February 23, Frontier advises that Ms [redacted] contacted Frontier due to her $loyalty credit expiring and Frontier offered a new promotion to Ms [redacted] Frontier applied a $Loyalty credit until March 25, and took Ms [redacted] off her prior contract of February 23, on her Internet and television serviceFrontier advises that a promotional credit of $should have been applied to the Internet rate and a promotion credit of $applied to the television rate per month with this new promotionFrontier advises that due to an error with the promotion Ms [redacted] ’s March 26, statement did not reflect the Internet and the television service promotionFrontier corrected the promotion on Ms [redacted] ’s account on March 28, Frontier applied a onetime credit of $to correct the March 26, statementFrontier spoke with Ms [redacted] regarding the information aboveMs [redacted] does not agree with the pricing as this is not the same promotion she had prior with her serviceFrontier advises that this is the best promotion and pricing at this time for Ms [redacted] ’s productsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he has had Internet and television service for eight months with Frontier and was misquoted from the beginning, as well as his billing is incorrect every monthFrontier has investigated the above statements and offers the following response: Frontier found that Mr [redacted] has been given credit for the billing errors and has spoken to a representative this past week that place an order to correct the billing issues That representative gave Mr [redacted] credit to offset the newest bill Frontier spoke to Mr [redacted] on April 9, and he is satisfiedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] states she has been incorrectly for the cost services she has with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it adjusted the account, and has added the promotional discounts missing on the account.Frontier advises it has spoken with [redacted] on August 21, 2017and reviewed the cost of service currently, and what the cost of service will be in six months We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises Frontier has continuously double charged him for a router installment fee, although he paid the router fee, in full, on his first bill statement Frontier has investigated the above statements and offers the following response: Frontier advises a review of the account shows the router fee charges were due to an order entry error that has now been correctedFrontier has credited Mr [redacted] ’s account $for the incorrect router charges that occurredFrontier has contacted Mr [redacted] and advised of the above actionsMr [redacted] is satisfied with this resolution We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Mr [redacted] ordered High Speed Internet He waited two weeks for the installation He cancelled the service because a phone line was added without Mr [redacted] ’s authorization He received a final bill with a balance due of $ Frontier credited all but $ Mr [redacted] called several times to get this corrected He was told the account was credited and then received a statement with a balance Frontier has investigated the above statements and offers the following response: Frontier investigated Mr [redacted] ’s account and determined the balance should be zero Mr [redacted] never had the services installed Frontier credited the full amount of $ Frontier spoke to Mr [redacted] on March 18, to advise there is no balance on this account Frontier is sending a letter to confirm the account has been credited in full Mr [redacted] was satisfied with this resolutionWe 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 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
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 experienced issue with her telephone and internet service with FrontierMs [redacted] states her bill increased when her promotional discount ended and she is now advised that to continue to receive a promotional discount she will need to agree to a contract Frontier has investigated the above statements and offers the following response:Frontier has investigated the account and does not find any evidence that there have been any reports of a service outage for her account within the last daysFrontier records show that Ms [redacted] ported her services to Frontier on October 19, and was receiving a promotional discount that ended in December Frontier advises that if Ms [redacted] wishes to receive additional promotional discounts, she would need to agree to the terms of the contractFrontier 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 assistance We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for 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: ###-###-####
Frontier has investigated and found the following: Ms [redacted] ’s account is currently inactive with a disconnect date of 1/17/ The balance on the account at the time of the investigation was $with her last payment posting on 11/11/ Per records on 1/16/2018, Ms [redacted] called to dispute Frontier’s disconnect policy She didn’t agree with the due date given for cancellation She was told that she would have to pay for service until the end of her bill cycle per the terms and conditions and she stated that she was not going to pay for services after her original disconnect request date The agent had the date changed from 2/12/to 1/16/ It was found that her HSI speed was inconsistent due to congestion in her area and also due to location of the Frontier facility from her home Tech support tried working with her but couldn’t resolve issue due to congestion As a courtesy, a Frontier agent adjusted last bills plus the $January statement Total amount of credit is $ Her remaining balance is $ This is Frontier’s final disposition for account in the name of [redacted] Mrs [redacted] has been advised Case closed
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 that he had to contact Frontier several times to get his refund of $sent and he has not received it yet Frontier has investigated the above statements and offers the following response: Mr [redacted] ’s refund was processed on June 28, I advised him that it does take seven to ten business days for the refund to reach 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
Frontier has investigated the above statements and offers the following response: As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed Service subject to availability.” As a result, Ms [redacted] is subscribing to the service tier for speeds as fast as Mbps and receives speeds as fast as 30- Mbps Ms [redacted] subscribed to Internet service at the lowest rate available – $per month We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] 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
Frontier’s Business Escalations team has made multiple attempts to contact Ms [redacted] at ###-###-#### in which is now temporarily disconnected for non-payment and ###-###-#### in which the consultant was sent to a voicemail which was full and they could not leave a message.First Attempt 6/13/17Second Attempt 06/14/17The Business Escalations team will attempt contact again on June 15, 2017.The Business Escalations team has advised that they have been in contact with Frontier’s High Toll Fraud team and they confirmed that Ms [redacted] has been advised multiple times that she must complete hacking paperwork and send back to Frontier proving that she has secured her phone systemShe was also advised that even with this done, Frontier will consider only 50% of these charges as no credit is guaranteed at this time
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has dealt with constant billing issues with Frontier and has called on [redacted] to be told it has been taken care of and it is never resolvedMr [redacted] request a refund and compensation for time lostFrontier has investigated the above statements and offers the following response: Frontier has made multiple attempts to contact Mr [redacted] by phone regarding this issue and have left messagesFrontier sent Mr [redacted] an email and has mailed a letter to him to provide the direct contact information for a Frontier representative if he still needs assistance regarding this issue 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
Tell us why hereFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s service was disrupted for non-pay on September 7, and was not restored until September 9, 2016.Ms [redacted] reported her service was not working on September 10, after the restore order was completed.Frontier found that Ms [redacted] ’s location was affected by a network translation concern, which was repaired on September 15, 2016.Frontier has issued credit for her time with out service We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] advises that she recently removed her services from vacation suspensionShe states that she is not getting the same services that she was getting from Verizon prior to the transition to Frontier Frontier has investigated the above statements and offers the following response:Frontier investigated Ms [redacted] ’s accountFrontier determined that there was an error with the order to restore Ms [redacted] ’s servicesFrontier advises that the order to restore Ms [redacted] ’s service was complete on October 3, Frontier spoke with Mr [redacted] on October 6, and had him reboot his television receiversMr [redacted] confirmed that his services were functioning properly now 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 Communications Revdex.com Tennessee Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: · Constant Internet outages, slow to respond to customer's complaints, this problem happens almost on a monthly basis in the subdivision where I live· No corrective measures or repairs taking place even after a meeting with key Frontier Communications personnel attending one of our Homeowner's MeetingFrontier has investigated the above statements and offers the following response: · Frontier’s General Manager has advised that Mr [redacted] is a resident in the Cumberland Cove development east of Monterey; an 8,acre development with roughly residents· Recent upgrades to the Frontier network in the Cookeville area caused interruptions in service but reports of service issues are addressed as expeditiously as possible· The residents of Cumberland Cove have been informed that the area has been identified as needing upgradesThey are on a list with other areas identified in need of upgrades· The Monterey area has been approved for a federal funding for upgrades through the Connect America Fund (CAF) which sets a goal of 10Mbps download and 1Mbps upload Currently, the area is scheduled for upgrades in 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 matterFrontier Specialist: Robyn P [redacted] Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr[redacted] rebutted to the response and does not agree with Frontier resolution Frontier has investigated the above statements and offers the following response: Frontier advise once an account is sold to an outside collection agency any dispute would have to be made to the collection agency.Please contact [redacted] *** at [redacted] to dispute any charges 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
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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she is experiencing Frontier billing issuesFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] had a $Loyalty credit promotion on her Frontier account until February 23, Frontier advises that Ms [redacted] had a contract on her Internet and television service until February 23, Frontier advises that Ms [redacted] contacted Frontier due to her $loyalty credit expiring and Frontier offered a new promotion to Ms [redacted] Frontier applied a $Loyalty credit until March 25, and took Ms [redacted] off her prior contract of February 23, on her Internet and television serviceFrontier advises that a promotional credit of $should have been applied to the Internet rate and a promotion credit of $applied to the television rate per month with this new promotionFrontier advises that due to an error with the promotion Ms [redacted] ’s March 26, statement did not reflect the Internet and the television service promotionFrontier corrected the promotion on Ms [redacted] ’s account on March 28, Frontier applied a onetime credit of $to correct the March 26, statementFrontier spoke with Ms [redacted] regarding the information aboveMs [redacted] does not agree with the pricing as this is not the same promotion she had prior with her serviceFrontier advises that this is the best promotion and pricing at this time for Ms [redacted] ’s productsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he has had Internet and television service for eight months with Frontier and was misquoted from the beginning, as well as his billing is incorrect every monthFrontier has investigated the above statements and offers the following response: Frontier found that Mr [redacted] has been given credit for the billing errors and has spoken to a representative this past week that place an order to correct the billing issues That representative gave Mr [redacted] credit to offset the newest bill Frontier spoke to Mr [redacted] on April 9, and he is satisfiedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] states she has been incorrectly for the cost services she has with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it adjusted the account, and has added the promotional discounts missing on the account.Frontier advises it has spoken with [redacted] on August 21, 2017and reviewed the cost of service currently, and what the cost of service will be in six months We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises Frontier has continuously double charged him for a router installment fee, although he paid the router fee, in full, on his first bill statement Frontier has investigated the above statements and offers the following response: Frontier advises a review of the account shows the router fee charges were due to an order entry error that has now been correctedFrontier has credited Mr [redacted] ’s account $for the incorrect router charges that occurredFrontier has contacted Mr [redacted] and advised of the above actionsMr [redacted] is satisfied with this resolution We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Mr [redacted] ordered High Speed Internet He waited two weeks for the installation He cancelled the service because a phone line was added without Mr [redacted] ’s authorization He received a final bill with a balance due of $ Frontier credited all but $ Mr [redacted] called several times to get this corrected He was told the account was credited and then received a statement with a balance Frontier has investigated the above statements and offers the following response: Frontier investigated Mr [redacted] ’s account and determined the balance should be zero Mr [redacted] never had the services installed Frontier credited the full amount of $ Frontier spoke to Mr [redacted] on March 18, to advise there is no balance on this account Frontier is sending a letter to confirm the account has been credited in full Mr [redacted] was satisfied with this resolutionWe 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 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
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 experienced issue with her telephone and internet service with FrontierMs [redacted] states her bill increased when her promotional discount ended and she is now advised that to continue to receive a promotional discount she will need to agree to a contract Frontier has investigated the above statements and offers the following response:Frontier has investigated the account and does not find any evidence that there have been any reports of a service outage for her account within the last daysFrontier records show that Ms [redacted] ported her services to Frontier on October 19, and was receiving a promotional discount that ended in December Frontier advises that if Ms [redacted] wishes to receive additional promotional discounts, she would need to agree to the terms of the contractFrontier 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 assistance We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for 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: ###-###-####
Frontier has investigated and found the following: Ms [redacted] ’s account is currently inactive with a disconnect date of 1/17/ The balance on the account at the time of the investigation was $with her last payment posting on 11/11/ Per records on 1/16/2018, Ms [redacted] called to dispute Frontier’s disconnect policy She didn’t agree with the due date given for cancellation She was told that she would have to pay for service until the end of her bill cycle per the terms and conditions and she stated that she was not going to pay for services after her original disconnect request date The agent had the date changed from 2/12/to 1/16/ It was found that her HSI speed was inconsistent due to congestion in her area and also due to location of the Frontier facility from her home Tech support tried working with her but couldn’t resolve issue due to congestion As a courtesy, a Frontier agent adjusted last bills plus the $January statement Total amount of credit is $ Her remaining balance is $ This is Frontier’s final disposition for account in the name of [redacted] Mrs [redacted] has been advised Case closed
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 that he had to contact Frontier several times to get his refund of $sent and he has not received it yet Frontier has investigated the above statements and offers the following response: Mr [redacted] ’s refund was processed on June 28, I advised him that it does take seven to ten business days for the refund to reach 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
Frontier has investigated the above statements and offers the following response: As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed Service subject to availability.” As a result, Ms [redacted] is subscribing to the service tier for speeds as fast as Mbps and receives speeds as fast as 30- Mbps Ms [redacted] subscribed to Internet service at the lowest rate available – $per month We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] 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
Frontier’s Business Escalations team has made multiple attempts to contact Ms [redacted] at ###-###-#### in which is now temporarily disconnected for non-payment and ###-###-#### in which the consultant was sent to a voicemail which was full and they could not leave a message.First Attempt 6/13/17Second Attempt 06/14/17The Business Escalations team will attempt contact again on June 15, 2017.The Business Escalations team has advised that they have been in contact with Frontier’s High Toll Fraud team and they confirmed that Ms [redacted] has been advised multiple times that she must complete hacking paperwork and send back to Frontier proving that she has secured her phone systemShe was also advised that even with this done, Frontier will consider only 50% of these charges as no credit is guaranteed at this time
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has dealt with constant billing issues with Frontier and has called on [redacted] to be told it has been taken care of and it is never resolvedMr [redacted] request a refund and compensation for time lostFrontier has investigated the above statements and offers the following response: Frontier has made multiple attempts to contact Mr [redacted] by phone regarding this issue and have left messagesFrontier sent Mr [redacted] an email and has mailed a letter to him to provide the direct contact information for a Frontier representative if he still needs assistance regarding this issue 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
Tell us why hereFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s service was disrupted for non-pay on September 7, and was not restored until September 9, 2016.Ms [redacted] reported her service was not working on September 10, after the restore order was completed.Frontier found that Ms [redacted] ’s location was affected by a network translation concern, which was repaired on September 15, 2016.Frontier has issued credit for her time with out service We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] advises that she recently removed her services from vacation suspensionShe states that she is not getting the same services that she was getting from Verizon prior to the transition to Frontier Frontier has investigated the above statements and offers the following response:Frontier investigated Ms [redacted] ’s accountFrontier determined that there was an error with the order to restore Ms [redacted] ’s servicesFrontier advises that the order to restore Ms [redacted] ’s service was complete on October 3, Frontier spoke with Mr [redacted] on October 6, and had him reboot his television receiversMr [redacted] confirmed that his services were functioning properly now 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 Communications Revdex.com Tennessee Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: · Constant Internet outages, slow to respond to customer's complaints, this problem happens almost on a monthly basis in the subdivision where I live· No corrective measures or repairs taking place even after a meeting with key Frontier Communications personnel attending one of our Homeowner's MeetingFrontier has investigated the above statements and offers the following response: · Frontier’s General Manager has advised that Mr [redacted] is a resident in the Cumberland Cove development east of Monterey; an 8,acre development with roughly residents· Recent upgrades to the Frontier network in the Cookeville area caused interruptions in service but reports of service issues are addressed as expeditiously as possible· The residents of Cumberland Cove have been informed that the area has been identified as needing upgradesThey are on a list with other areas identified in need of upgrades· The Monterey area has been approved for a federal funding for upgrades through the Connect America Fund (CAF) which sets a goal of 10Mbps download and 1Mbps upload Currently, the area is scheduled for upgrades in 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 matterFrontier Specialist: Robyn P [redacted] Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr[redacted] rebutted to the response and does not agree with Frontier resolution Frontier has investigated the above statements and offers the following response: Frontier advise once an account is sold to an outside collection agency any dispute would have to be made to the collection agency.Please contact [redacted] *** at [redacted] to dispute any charges 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