Frontier maintains the same position as presented in the original responseAs previously stated, Frontier may offer promotions on pricing and services to eligible customers at various times Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions If eligible, customers must agree to applicable terms and conditions for a promotion to apply Promotions are not automatically applied to customers’ bills As previously stated, Frontier provides notice of current promotional offers using various means including bill messages, direct mailings and advertising in various local media outletsFrontier has investigated Mr [redacted] ’s account and does not find any requests to discuss product or pricing options within the last monthsFrontier finds that Mr [redacted] spoke with Frontier on February 2, to discuss a billing concern Frontier offered Mr [redacted] a discount as a retention offer Frontier will provide the discounted price until February 2, Frontier spoke with Mr [redacted] on February 7, to provide the above information
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 Frontier is trying to charge her for service that she did not have and that she was being billed for service after having cancelled her account Ms [redacted] advises that Frontier needs to credit her for the time that her service was out and a credit from the date that she disconnected her serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was already compensated for the days that she was out of service Frontier also advises that her account has been credited back to February 15, 2017, which was the date that the service was cancelled.Frontier spoke with Ms [redacted] on October 20, 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
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 is not receiving the promotional rate that was quoted to her by Frontier for her Internet serviceMs [redacted] states her monthly fee should be $per month.Ms [redacted] also advises that she was offered a $Amazon gift card; however, she has not received the card yetFrontier has investigated the above statements and offers the following response: Frontier advises that an order was placed to correct the promotion on January 18, Frontier advises that the next statement should reflect the correct rate of $Frontier advises that an adjustment in the amount of $has been applied to Ms***’s account for the promotional billing errors on her December and January statementsFrontier advises that an adjustment in the amount of $has been applied to Ms***’s account for the Amazon gift card.Frontier spoke with Ms [redacted] on January 25, and reviewed this information with herWe 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 has investigated the issue and listened to the sales call for the service installation The customer had been advised there would be no installation chargesThe $fee was the result of the initial installation having difficulty and needing a second dispatch to fix it We have issued a credit for the $fee because had the original installation been successful, we would not have billed the charges On October 5th I left a message for MrTobian advising of the pending credit
Frontier advises that there are no notes on the account to reflect that a full month credit would be provided However in the interest of resolving the complaint, an additional credit of $has been applied to the account to honor a full month service credit No further credit is warranted
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.To: Frontier Specialist: Amy B [redacted] Department: Consumer Relations On one of the many, many occasions that I called Frontier Communications, July 18th, 2016, I asked that [redacted] be added to the call and a conference call ensued [redacted] had no record of this account and acknowledged that I have never had a foreign listing in my company name of [redacted] from Also, I have payed my bills directly to [redacted] on a monthly basis for about or so years and have never seen a foreign listing fee ever and have never been overdue on the account Again, I only advertise in Santa Barbara [redacted] agrees that I HAVE NEVER HAD A FOREIGN LISTING, I HAVE NEVER HAD A PHONE NUMBER OF [redacted] there is a mistake and this is not my billI want the account closed immediately!!!!!!!!!!!!!!!!!!!!!!!!!! [redacted] 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] advises that she cancelled her Frontier TV, internet, and home phone services in October 2016, but when she had her credit report run in April 2017, it showed a $charge from FrontierMs [redacted] advises that she was told by Frontier on April 8, that a letter would be sent to her to confirm that she her balance was paid in fullMs [redacted] advises that she wants her credit report updated and would like an email from Frontier stating that she does not have a $balance Frontier has investigated the above statements and offers the following response: Frontier advises that as of December, 7, 2017, Ms [redacted] had a final unpaid balance of $ She made a payment of $on February 27, 2017, which brought her balance down to $ Frontier then credited her the remaining $balance on April 8, 2017, to zero out her account.Frontier spoke with Ms [redacted] on April 21, 2017, and advised her that a Paid in Full letter will be sent to her from the department at Frontier that handles final accountsThis letter will confirm that her account has been paid in full and that her credit report will be updated accordingly We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Many Thanks for your help ***
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] states that he is experiencing issues with his Frontier service Frontier has investigated the above statements and offers the following response: Frontier records show that a Mr [redacted] subscribes to Frontiers High Speed Internet Max speed for $per monthFrontier advises that this covers speeds as fast as MbpsFrontier advises that the available speed at Mr [redacted] ’s location are as fast as Mbps.Frontier records show that a repair was completed on December 2, Frontier advises that there was no trouble found to the network interface terminal at Mr [redacted] ’s locationFrontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interfaceCustomer speeds may vary over timeFrontier advises that several attempts were made to contact Mr [redacted] regarding his complaint.Frontier left messages for Mr [redacted] but received no response.Frontier sent Mr [redacted] a letter apologizing for any inconvenience that this has caused him providing him with direct contact information if he has further questions 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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she has experienced numerous billing issues with Frontier.Ms [redacted] also advises she had a payment taken out of her account of $she did not authorize Frontier has investigated the above statements and offers the following response: Frontier advises an investigation of the account reveals Ms [redacted] billing issues were due to her being double billed for her services since September 1, This has now been correctedFrontier advises Ms [redacted] was also charged for premium device protection and a router rental fee, both of which have now been removedFrontier advises credits totaling $since September 1, to correct Ms [redacted] ’ billingFrontier advises a Frontier representative has spoken with Ms [redacted] who did advise the $payment was paid to us in errorThe payment has been reversed back to Ms [redacted] ’ account as of November 14, Frontier advises Ms [redacted] ’ outstanding balance is $Frontier advises if Ms [redacted] is unable to pay the total amount owed to contact our collections team at ###-###-#### to discuss possible payment options 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises her modem does not work or internet after a firmware update Frontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms [redacted] ***; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms [redacted] ***If Ms [redacted] continues to experience service issues, she may contact the Internet Help Desk at ###-###-#### or Frontier Repair at ###-###-#### for 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 review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she cancelled her Frontier home phone service over a year ago, to maintain internet service only, but Frontier has continued to bill her for a service that should have been cancelled Ms [redacted] advises that Frontier needs to refund her for the phone service that she was billed for but was no longer being used and should have been cancelledFrontier has investigated the above statements and offers the following response: Frontier advises that there is no documentation that Ms [redacted] called in to cancel her phone serviceFrontier advises the charges for the phone service were printed on every month’s bill, and that Ms [redacted] did not call in to dispute the chargesFrontier also advises that it is the customer’s responsible to review their statements on a monthly basis Frontier advises that a credit for days of phone service was issued to the customer’s account as a courtesy The charges for all of the other months have been sustained Frontier spoke with Ms [redacted] on December 5, 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises that a gentleman from Frontier came to his house and signed him up for Frontier service and it was installed on July 4, Mr [redacted] called Frontier several times and was not advised of a bill or an amount due and after days his internet service was disconnected without prior notice Mr [redacted] advises he called Frontier and spoke with collections and was advised that his account was late and his service was temporary shut down for non-payment Mr [redacted] demanded a bill and was informed that the mailing address was correct in Frontier’ system which it was not and since has been correctedMr [redacted] was informed that his bill was $for three months and he stated that it should be $a month per the paper work and representative Mr [redacted] advises he sent in the contract and has not heard back from the representative at FrontierFrontier has investigated the above statements and offers the following response: Frontier investigated and the billing address was corrected as of the October bill statement Frontier advises that service was set up for telephone and Internet service and it was changed to internet only on July 7, Credit has been applied in the amount of $and the monthly bill going forward will be $for the Internet a monthWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he Satellite internet connection cuts in and outMr [redacted] would like to know if we are going to provide Broadband Internet or Fios internetFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on February 12, and confirmed that his [redacted] Satellite internet is workingFrontier internet help desk performed several test on the Satellite modemNo issues foundFrontier explained that Broadband or Fios internet are not available at Mr***’s location at this timeWe 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: Under regulation policies Frontier cannot provide information about another person’s accountThese investigations are solely based upon Ms [redacted] ’s address Internet speeds are based on multiple variables including limitations of the computer, time of day, distance from the central office, etc Due to Ms [redacted] ’s provisioned speed is higher than Mbps she is not in the group covered by the West Virginia Assurance A Frontier consultant has been in direct contact with Ms [redacted] and at this time resolved concerns about internet speed 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 review We appreciate him bringing this matter to our attention.The Complaint states that:• Mr [redacted] states he scheduled a new service install for 1/16/and no technician came Mr [redacted] states he was informed he had to pay a deposit of $and paid the deposit that same day and had the installation re-scheduled for 1/31/and again no technician cameMr [redacted] was advised Frontier was unable to find his deposit and could not set up a new date• Mr [redacted] requests that Frontier provide him written acknowledgement that his deposit was received• Mr [redacted] wants a date for installation.Frontier has investigated the above statements and offers the following response:• Account records show that the initial order for Mr [redacted] was flagged on 1/7/due to no credit match was found, the due date was pushed out weeks and a positive ID form was sent to Mr [redacted] to fill out On 1/11/Frontier identified that Mr [redacted] had been a former customer and withdrew the request for positive ID however the order required a deposit.• Account records show Mr [redacted] did pay a $deposit on 1/17/however the system did not stamp the account with the payment confirmation which caused the 1/31/due date to be missed • Frontier re-scheduled the installation due date and had it expeditedMr [redacted] ’s service was confirmed installed on 2/3/Frontier provided Mr [redacted] a $courtesy adjustment for the issues he experiencedWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations
Customer Name: [redacted] Phone: ###-###-#### Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] advises she disconnected some of her service on July 5th, and the rest of her service on July 15th, and is still being billed for all of themFrontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s account and found that the service was disconnected on July 19th, Frontier determined the customer was billed for services after it was disconnectedCredit was applied to the account back through July 19th, Credit applied to final billing in the amount of $ 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
Unresolved billing issue since transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and due to some changes with service, previous discounts were removed.Frontier has taken action to add discounts to the account which should be reflection in one to two bill cycles Frontier has issued manual adjustments, from April to current, Frontier issued a total of $When removing auto-pay, it may take one to two bill cycles for that to process through Thus, the reason the payment would have come out automatically.Frontier spoke with Ms [redacted] who confirmed her issues have been resolved
Thank you for referring the complaint of Mrs [redacted] M [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: Frontier advises the original Billing Telephone Number (BTN) *** [redacted] was disconnected at Mr***’s requestOn February 27, a new order was initiated to install the current BTN with a 2-year term commitmentOn September 12, I spoke with Mrs [redacted] regarding her concernsDuring this contact, Mrs [redacted] advised that she decided to discontinue her Frontier service effective the end of the monthI advised Mrs [redacted] that I would waive the ETF and place the disconnect for the end of the bill cycle which is September 30, I provided Mrs [redacted] my contact information should she require further assistance regarding this matter We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Frontier advises that the DISH services were unbundled on service order the service order: [redacted] This service order was placed on November 9,and posted to the account on November 11, 2016.Frontier advises that a service order( [redacted] ) was placed on November 12, to re-bundle the Dish services.Frontier advises that Mr [redacted] was not billed for Dish services on the November 25, billing cycle
Frontier maintains the same position as presented in the original responseAs previously stated, Frontier may offer promotions on pricing and services to eligible customers at various times Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions If eligible, customers must agree to applicable terms and conditions for a promotion to apply Promotions are not automatically applied to customers’ bills As previously stated, Frontier provides notice of current promotional offers using various means including bill messages, direct mailings and advertising in various local media outletsFrontier has investigated Mr [redacted] ’s account and does not find any requests to discuss product or pricing options within the last monthsFrontier finds that Mr [redacted] spoke with Frontier on February 2, to discuss a billing concern Frontier offered Mr [redacted] a discount as a retention offer Frontier will provide the discounted price until February 2, Frontier spoke with Mr [redacted] on February 7, to provide the above information
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 Frontier is trying to charge her for service that she did not have and that she was being billed for service after having cancelled her account Ms [redacted] advises that Frontier needs to credit her for the time that her service was out and a credit from the date that she disconnected her serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was already compensated for the days that she was out of service Frontier also advises that her account has been credited back to February 15, 2017, which was the date that the service was cancelled.Frontier spoke with Ms [redacted] on October 20, 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
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 is not receiving the promotional rate that was quoted to her by Frontier for her Internet serviceMs [redacted] states her monthly fee should be $per month.Ms [redacted] also advises that she was offered a $Amazon gift card; however, she has not received the card yetFrontier has investigated the above statements and offers the following response: Frontier advises that an order was placed to correct the promotion on January 18, Frontier advises that the next statement should reflect the correct rate of $Frontier advises that an adjustment in the amount of $has been applied to Ms***’s account for the promotional billing errors on her December and January statementsFrontier advises that an adjustment in the amount of $has been applied to Ms***’s account for the Amazon gift card.Frontier spoke with Ms [redacted] on January 25, and reviewed this information with herWe 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 has investigated the issue and listened to the sales call for the service installation The customer had been advised there would be no installation chargesThe $fee was the result of the initial installation having difficulty and needing a second dispatch to fix it We have issued a credit for the $fee because had the original installation been successful, we would not have billed the charges On October 5th I left a message for MrTobian advising of the pending credit
Frontier advises that there are no notes on the account to reflect that a full month credit would be provided However in the interest of resolving the complaint, an additional credit of $has been applied to the account to honor a full month service credit No further credit is warranted
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.To: Frontier Specialist: Amy B [redacted] Department: Consumer Relations On one of the many, many occasions that I called Frontier Communications, July 18th, 2016, I asked that [redacted] be added to the call and a conference call ensued [redacted] had no record of this account and acknowledged that I have never had a foreign listing in my company name of [redacted] from Also, I have payed my bills directly to [redacted] on a monthly basis for about or so years and have never seen a foreign listing fee ever and have never been overdue on the account Again, I only advertise in Santa Barbara [redacted] agrees that I HAVE NEVER HAD A FOREIGN LISTING, I HAVE NEVER HAD A PHONE NUMBER OF [redacted] there is a mistake and this is not my billI want the account closed immediately!!!!!!!!!!!!!!!!!!!!!!!!!! [redacted] 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] advises that she cancelled her Frontier TV, internet, and home phone services in October 2016, but when she had her credit report run in April 2017, it showed a $charge from FrontierMs [redacted] advises that she was told by Frontier on April 8, that a letter would be sent to her to confirm that she her balance was paid in fullMs [redacted] advises that she wants her credit report updated and would like an email from Frontier stating that she does not have a $balance Frontier has investigated the above statements and offers the following response: Frontier advises that as of December, 7, 2017, Ms [redacted] had a final unpaid balance of $ She made a payment of $on February 27, 2017, which brought her balance down to $ Frontier then credited her the remaining $balance on April 8, 2017, to zero out her account.Frontier spoke with Ms [redacted] on April 21, 2017, and advised her that a Paid in Full letter will be sent to her from the department at Frontier that handles final accountsThis letter will confirm that her account has been paid in full and that her credit report will be updated accordingly We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Many Thanks for your help ***
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] states that he is experiencing issues with his Frontier service Frontier has investigated the above statements and offers the following response: Frontier records show that a Mr [redacted] subscribes to Frontiers High Speed Internet Max speed for $per monthFrontier advises that this covers speeds as fast as MbpsFrontier advises that the available speed at Mr [redacted] ’s location are as fast as Mbps.Frontier records show that a repair was completed on December 2, Frontier advises that there was no trouble found to the network interface terminal at Mr [redacted] ’s locationFrontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interfaceCustomer speeds may vary over timeFrontier advises that several attempts were made to contact Mr [redacted] regarding his complaint.Frontier left messages for Mr [redacted] but received no response.Frontier sent Mr [redacted] a letter apologizing for any inconvenience that this has caused him providing him with direct contact information if he has further questions 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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she has experienced numerous billing issues with Frontier.Ms [redacted] also advises she had a payment taken out of her account of $she did not authorize Frontier has investigated the above statements and offers the following response: Frontier advises an investigation of the account reveals Ms [redacted] billing issues were due to her being double billed for her services since September 1, This has now been correctedFrontier advises Ms [redacted] was also charged for premium device protection and a router rental fee, both of which have now been removedFrontier advises credits totaling $since September 1, to correct Ms [redacted] ’ billingFrontier advises a Frontier representative has spoken with Ms [redacted] who did advise the $payment was paid to us in errorThe payment has been reversed back to Ms [redacted] ’ account as of November 14, Frontier advises Ms [redacted] ’ outstanding balance is $Frontier advises if Ms [redacted] is unable to pay the total amount owed to contact our collections team at ###-###-#### to discuss possible payment options 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises her modem does not work or internet after a firmware update Frontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms [redacted] ***; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms [redacted] ***If Ms [redacted] continues to experience service issues, she may contact the Internet Help Desk at ###-###-#### or Frontier Repair at ###-###-#### for 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 review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she cancelled her Frontier home phone service over a year ago, to maintain internet service only, but Frontier has continued to bill her for a service that should have been cancelled Ms [redacted] advises that Frontier needs to refund her for the phone service that she was billed for but was no longer being used and should have been cancelledFrontier has investigated the above statements and offers the following response: Frontier advises that there is no documentation that Ms [redacted] called in to cancel her phone serviceFrontier advises the charges for the phone service were printed on every month’s bill, and that Ms [redacted] did not call in to dispute the chargesFrontier also advises that it is the customer’s responsible to review their statements on a monthly basis Frontier advises that a credit for days of phone service was issued to the customer’s account as a courtesy The charges for all of the other months have been sustained Frontier spoke with Ms [redacted] on December 5, 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises that a gentleman from Frontier came to his house and signed him up for Frontier service and it was installed on July 4, Mr [redacted] called Frontier several times and was not advised of a bill or an amount due and after days his internet service was disconnected without prior notice Mr [redacted] advises he called Frontier and spoke with collections and was advised that his account was late and his service was temporary shut down for non-payment Mr [redacted] demanded a bill and was informed that the mailing address was correct in Frontier’ system which it was not and since has been correctedMr [redacted] was informed that his bill was $for three months and he stated that it should be $a month per the paper work and representative Mr [redacted] advises he sent in the contract and has not heard back from the representative at FrontierFrontier has investigated the above statements and offers the following response: Frontier investigated and the billing address was corrected as of the October bill statement Frontier advises that service was set up for telephone and Internet service and it was changed to internet only on July 7, Credit has been applied in the amount of $and the monthly bill going forward will be $for the Internet a monthWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he Satellite internet connection cuts in and outMr [redacted] would like to know if we are going to provide Broadband Internet or Fios internetFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on February 12, and confirmed that his [redacted] Satellite internet is workingFrontier internet help desk performed several test on the Satellite modemNo issues foundFrontier explained that Broadband or Fios internet are not available at Mr***’s location at this timeWe 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: Under regulation policies Frontier cannot provide information about another person’s accountThese investigations are solely based upon Ms [redacted] ’s address Internet speeds are based on multiple variables including limitations of the computer, time of day, distance from the central office, etc Due to Ms [redacted] ’s provisioned speed is higher than Mbps she is not in the group covered by the West Virginia Assurance A Frontier consultant has been in direct contact with Ms [redacted] and at this time resolved concerns about internet speed 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 review We appreciate him bringing this matter to our attention.The Complaint states that:• Mr [redacted] states he scheduled a new service install for 1/16/and no technician came Mr [redacted] states he was informed he had to pay a deposit of $and paid the deposit that same day and had the installation re-scheduled for 1/31/and again no technician cameMr [redacted] was advised Frontier was unable to find his deposit and could not set up a new date• Mr [redacted] requests that Frontier provide him written acknowledgement that his deposit was received• Mr [redacted] wants a date for installation.Frontier has investigated the above statements and offers the following response:• Account records show that the initial order for Mr [redacted] was flagged on 1/7/due to no credit match was found, the due date was pushed out weeks and a positive ID form was sent to Mr [redacted] to fill out On 1/11/Frontier identified that Mr [redacted] had been a former customer and withdrew the request for positive ID however the order required a deposit.• Account records show Mr [redacted] did pay a $deposit on 1/17/however the system did not stamp the account with the payment confirmation which caused the 1/31/due date to be missed • Frontier re-scheduled the installation due date and had it expeditedMr [redacted] ’s service was confirmed installed on 2/3/Frontier provided Mr [redacted] a $courtesy adjustment for the issues he experiencedWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations
Customer Name: [redacted] Phone: ###-###-#### Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] advises she disconnected some of her service on July 5th, and the rest of her service on July 15th, and is still being billed for all of themFrontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s account and found that the service was disconnected on July 19th, Frontier determined the customer was billed for services after it was disconnectedCredit was applied to the account back through July 19th, Credit applied to final billing in the amount of $ 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
Unresolved billing issue since transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and due to some changes with service, previous discounts were removed.Frontier has taken action to add discounts to the account which should be reflection in one to two bill cycles Frontier has issued manual adjustments, from April to current, Frontier issued a total of $When removing auto-pay, it may take one to two bill cycles for that to process through Thus, the reason the payment would have come out automatically.Frontier spoke with Ms [redacted] who confirmed her issues have been resolved
Thank you for referring the complaint of Mrs [redacted] M [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: Frontier advises the original Billing Telephone Number (BTN) *** [redacted] was disconnected at Mr***’s requestOn February 27, a new order was initiated to install the current BTN with a 2-year term commitmentOn September 12, I spoke with Mrs [redacted] regarding her concernsDuring this contact, Mrs [redacted] advised that she decided to discontinue her Frontier service effective the end of the monthI advised Mrs [redacted] that I would waive the ETF and place the disconnect for the end of the bill cycle which is September 30, I provided Mrs [redacted] my contact information should she require further assistance regarding this matter We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Frontier advises that the DISH services were unbundled on service order the service order: [redacted] This service order was placed on November 9,and posted to the account on November 11, 2016.Frontier advises that a service order( [redacted] ) was placed on November 12, to re-bundle the Dish services.Frontier advises that Mr [redacted] was not billed for Dish services on the November 25, billing cycle