Frontier has investigated the complaint and offers the following response: Frontier has waived the isolation charge of $85.00, which was issued for an inside check to modem and wire, on September 20, 2016.Frontier returned on September 30, and replaced feet of Ariel wire, which cleared up the issue.Frontier advised Mr [redacted] of these results
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 he requested disconnect when he paid his last bill in May or June Mr [redacted] wants Frontier to clear his bill and remove from his credit reportFrontier has investigated the above statements and offers the following response: Mr [redacted] made his last payment July 25, 2016.Frontier reviewed the call on July 25, and Mr [redacted] was transferred to Bill Matrix and paid through the IVR There was no mention at that time of disconnect.Mr [redacted] provided Frontier with a lease agreement that was effective September 1, 2016.Mr [redacted] had accepted a one- year term commitment in exchange for a $Visa card that stared December and would have been completed in December 2016.Frontier does not give out tangible items without a commitmentFrontier has found that Mr [redacted] is responsible for the balance on the account.Frontier stands by its decision 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he requested new Internet service with Frontier.Mr [redacted] states that when the technician came to his home to install the service he was advised that Frontier could not provide the speed he was requesting to his homeMr [redacted] states that he advised Frontier to cancel the service and he installed another providerMr [redacted] states he was billed for service from Frontier that was not installed Frontier has investigated the above statements and offers the following response: Frontier determines that Mr [redacted] account was activated in the billing system in errorFrontier applied an adjustment of $on Mr [redacted] account on February 10, Mr [redacted] no longer has a balance with FrontierFrontier spoke with Mr [redacted] on February 22, and advised the information aboveMr [redacted] is satisfied 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 CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] advises that he signed up for Frontier services in June and has never received a billHe stated he has called and was advised it was on the wayMr [redacted] stated that he had a bill of $that was due August 25th and Frontier disconnected his servicesMr [redacted] stated he is being doubled billed for servicesFrontier has investigated the above statements and offers the following response:After reviewing Mr [redacted] ’s account, Frontier records reflect that Mr [redacted] contacted Frontier on July 27, advising he was having trouble receiving mail and wanted to make payment arrangements for August 1st.Frontier records reflect the Mr [redacted] ’s first was $due by July 25, 2017.Per Frontier records, there has not been a payment posted to Mr [redacted] ’s accountAs of August 17, 2017, Mr [redacted] ’s account is suspended for non-payFrontier has generated Mr [redacted] ’s August and September bill.The balance for the three bills are $that is due on Mr [redacted] ’s accountFrontier representative have tried contacting Mr [redacted] on several occasion however was unsuccessful.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: Tocoma K Department: General Manager
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 I appreciate your (Revdex.com) quick response to this matterYour help was key to resolving the complaintI hope that I will not have to take this route in the future but it is good to know that there is someone to helpThank you very much Regards, [redacted] ***
Revdex.com: I have spoke with Norma at Frontier She assures me that my account will be credited for the and will show on my next bill on 3/7/ She also says that nothing will show on my credit report If this is all happens on 3/7/18; then I am satisfied with the response Thanks! Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that his Frontier internet has not been fast enough to meet his needs Mr [redacted] advises that he wants to cancel his Frontier service because he is not satisfied with the performance of the serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speed and connectivity depends on many factors including: network congestion, customer location, customer equipment, and network interference Actual speeds may vary and are not guaranteedFrontier advises that a technician was sent to Mr [redacted] ’ home on March 6, and March 8, 2018, who repaired an outside cable pair and replaced the customer’s modem Frontier spoke with Mr [redacted] on March 9, and confirmed that his internet was working properly 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
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 rep called and told me to call their collection departmentI did as instructed, but collected told me that outage of service is not due to outstanding balanceI then called the company rep handling this caseHe made a way call with collection department againThe person handling this case, got off the phoneThen the collection rep asked me what was going on, after I explained to him, he stated that the system indicates that we have servicesI called the person handling this case immediatelyThis is a very bad approach to handle this situationAfter all the explanation and complains, they are still asking me how can they help meI asked the person handling this case if he had commnunicated with the other department, he said yesHe also refused/denied to address the fact that I called the company several times asking for cheaper service, but I was told that none is available This went on for like a yearNot until this year when Frontier rep stated that they have always had the serviceWhy did they hide that information from a customerI want this issue resolved so that I can move onI have not heard back from the person handling this case since Friday and still no service Regards, [redacted]
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 saw a Frontier offer online for $internet, yet he is being charged for $+ mysterious chargesMr [redacted] states that no one can seem to give him a direct answer as to what the extra charges are forMr [redacted] advises he would like the rate of $a month to be applied to his account, or at least just the $stated in his contract and the additional fees reversedFrontier has investigated the above statements and offers the following response: Frontier confirms that Mr [redacted] is currently being charged $+ taxes and surcharges per month for home phone and internet services bundledFrontier advises that this is the best rate offered for a phone and internet bundle.Frontier has reviewed Mr [redacted] ’s billing history and determined in addition to the monthly rate, Mr [redacted] was correctly billed connection fees, a modem purchase fee on the first bill, as well as reconnection fees and late feesFrontier records show that Mr [redacted] was charged a total of $in international calls that should have been covered under his subscribed International World PlanFrontier has provided the appropriate credit for all international calls billed to date, leaving the remaining balance owed to Frontier at $Frontier records show that Mr [redacted] canceled his account effective 4/17/2018, so he will be receiving a new statement within the next days reflecting the corrected balanceWe 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
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 information is not correct or trueWhat [redacted] told them is that it worked for days and now it's back to very slowI have yet to see the credit on my accountFrontier sent me a letter stating that we are months past due when I was told last month that my account was credited instead of receiving any credits I received a past due noticeWe are running at 4mbps instead of what we are paying for not to mention that I am out of contract and they raised my rate by $a month and refuse to bring the rate down unless I sign another contract with them which I am not willing to do to continue paying for service I have never receivedI am very upset and tired of paying for something I am not getting whatsoeverFrontier needs to step up and stop lying get your stuff together and give me what I've been paying forYou should give me credit for over a year of service I have been paying for that I am not receiving Regards, [redacted]
Frontier advises a refund in the amount of $was processed and sent in the form of a pre-paid Visa debit cardMs [redacted] contacted Frontier and stated she needed that in the form of a check not a debit cardThe debit card was cancelled and a check was issued in the amount of $ When Ms [redacted] went to cash Frontier had mistakenly put a stop payment on the check.Frontier states a new check was processed and sent to Ms [redacted] .Frontier also states due to Ms [redacted] being charged a $fee from her bank a credit in the amount of $will be placed on the account and then processed as a refund in the form of a checkOnce this has been completed Ms [redacted] will need to allow to business days for processing and mailing.Frontier confirms that Ms [redacted] has been advised of the above 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] G [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that on December 14, she had Frontier Internet service installed in her home and it was not functioningMs [redacted] states she would like to have her Internet service disconnected.Ms [redacted] states that she would like her deposit of $refunded Frontier has investigated the above statements and offers the following response: Frontier confirms that Ms [redacted] ’s Frontier account was cancelled on December 15, 2016.Frontier advises that a statement was generated on December 22, and Ms [redacted] was billed $by FrontierFrontier removed the charges of on December 23, Ms [redacted] no longer has a balance with FrontierFrontier processed the request to return Ms [redacted] ’s $deposit on December 23, The deposit will take three to five business days for Ms [redacted] to receive her depositFrontier spoke with Ms [redacted] on December 23, and advised the information aboveMs [redacted] is satisfied 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 her bringing this matter to our attention The Complaint states that: Ms [redacted] states that starting April when Frontier took over her service, her internet, phone and TV have all been interrupted No Telephone service for Weeks and no TV service for weeks From April through July she has called and technicians do not know the answers and supervisors are never available Ms [redacted] advised that her home burned down on July 31, and Frontier billed her for service for the time she did not have it, July 31, through August 23, She called to put the service on a vacation hold until she could transfer her service to a new location, but the vacation service was never added Her bill fluctuates every month Frontier continues to bill her $for internet service and $for phone service And had charges on her bill that she never ordered Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that five repair tickets were issued on this account starting with April through November 2, A total of $for out of service credit was applied to Ms***’s account.A Frontier representative found that Ms [redacted] did request the vacation rate to be added to her account from July 31, through August 23, To qualify for Frontier’s vacation rate a customer would have to have it for a minimum of days Ms [redacted] did not need the vacation service for thirty days A Frontier representative applied a onetime credit to Ms***’s account for the cost difference of the vacation service The total amount of the credit applied to Ms***’s account was $for the vacation rate.A Frontier representative found that the monthly promotion Ms [redacted] was offered was not active on her account and the lifeline discount was removedMs [redacted] will have to apply for the lifeline discount again to have it added back to her account A Frontier representative applied a onetime credit to Ms***’s account in the amount of $for the lifeline discount on January 5, A Frontier representative placed an order to correct the promotional discounts on Ms***’s account and will follow up to review her account for the next two months to make sure she is billed the correct rate A Frontier representative spoke with Ms [redacted] on January 20, to explain and provided the direct contact information for a Frontier representative 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 has investigated the above statements and offers the following response: Frontier has reviewed Ms [redacted] ’s account and apologizes for not specifying the terms of termination in regard to the final billing process In goodwill, Frontier has issued a credit in the amount of $leaving a balance of $ The remaining balance is for the unreturned equipment fee The equipment has been received, accepted and confirmed, however, the reversal for the unreturned equipment fee will not be credited until the next billing cycle dated February 2, The representative handling this complaint has provided her contact information to Ms [redacted] and will contact her once the credit has posted to the account with a zero balance We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] provided the written documentation he received from Frontier’s Door-to-Door Representative.Frontier advises that the documentation does state a year price guarantee and does not specify the products it is referring toFrontier advises that they will honor the three year price guarantee plus the additional charge from the HBO package that was addedThis is a monthly re-occurring charge of $plus applicable taxes and surcharges.Frontier advises that a Frontier representative contacted Mr [redacted] and discussed the credentials in honoring the price quote and Mr [redacted] was satisfied with the resolution achieved We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] R [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below After speaking with Frontier regarding this they state the early termination fee will remain as they counter that proper notice was given to me regarding a contract renewal In speaking to the representative is clear to me that Frontier has questionable business practices in which they trick customers into extending service after previous contract has been completed by having their retention team reps create an illusion that a "special price" plan is not a contract service but as in my case it clearly wasMy complaint remains that Frontier will trick future customers as they look to retain customers I no longer wish to proceed as I see Frontier does not care and will pay my remaining bill under protest I look forward to "cutting the cord," thanks Frontier Regards, [redacted]
Frontier CommunicationsThank you for referring the complaint of Maria [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] made over calls to Frontier to cancel her current services and place an order to move service to her new address and technician never arrived to install service at new homeFrontier has investigated the above statements and offers the following response:When Ms [redacted] called on 7/31/to cancel her service and representative she spoke to offered to move her services (re-bundled with new discounts) she agreed and scheduled install date.There was a very large balance owing over 60-days past due.Frontier will not allow a move of service order until past due balances are paid.Frontier has reviewed with Training Division for possible refresher the importance of keeping customers apprised of status so they are not waiting all day for a technician that won’t be there.Ms [redacted] paid her total past due balance on 7/31/16, however, it takes 24-48hrs for this to show in the Frontier systems before a new order.Customer service representatives should have been communicating clearly and place the move order for follow up once past due balance paid was reflecting on the account.Frontier has added an 8-day service credit on Ms [redacted] account for the 8-day time difference of her initial call she made to disconnect her services to when her account was actually disconnected.Total credits = $-61.05CR that she will see reflected on her 10/7/billing statement.Frontier has reviewed all with Ms [redacted] and has informed her of the billing after disconnect process so she understands why she is receiving statements so far after her disconnection of service.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 Specialist: Rebecca N [redacted] Department: Executive Consumer Email: [redacted] Relations
Frontier has investigated the above statements and offers the following response: Frontier advises that it is confirmed that there was no usage on the account and that the services were not fully installedFrontier advises that the necessary billing adjustments have been placed to correct the billing.Frontier advises that at this time Mr [redacted] does not have a balance owed to Frontier 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
Frontier has investigated the complaint and offers the following response: Frontier has waived the isolation charge of $85.00, which was issued for an inside check to modem and wire, on September 20, 2016.Frontier returned on September 30, and replaced feet of Ariel wire, which cleared up the issue.Frontier advised Mr [redacted] of these results
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 he requested disconnect when he paid his last bill in May or June Mr [redacted] wants Frontier to clear his bill and remove from his credit reportFrontier has investigated the above statements and offers the following response: Mr [redacted] made his last payment July 25, 2016.Frontier reviewed the call on July 25, and Mr [redacted] was transferred to Bill Matrix and paid through the IVR There was no mention at that time of disconnect.Mr [redacted] provided Frontier with a lease agreement that was effective September 1, 2016.Mr [redacted] had accepted a one- year term commitment in exchange for a $Visa card that stared December and would have been completed in December 2016.Frontier does not give out tangible items without a commitmentFrontier has found that Mr [redacted] is responsible for the balance on the account.Frontier stands by its decision 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he requested new Internet service with Frontier.Mr [redacted] states that when the technician came to his home to install the service he was advised that Frontier could not provide the speed he was requesting to his homeMr [redacted] states that he advised Frontier to cancel the service and he installed another providerMr [redacted] states he was billed for service from Frontier that was not installed Frontier has investigated the above statements and offers the following response: Frontier determines that Mr [redacted] account was activated in the billing system in errorFrontier applied an adjustment of $on Mr [redacted] account on February 10, Mr [redacted] no longer has a balance with FrontierFrontier spoke with Mr [redacted] on February 22, and advised the information aboveMr [redacted] is satisfied 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 CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] advises that he signed up for Frontier services in June and has never received a billHe stated he has called and was advised it was on the wayMr [redacted] stated that he had a bill of $that was due August 25th and Frontier disconnected his servicesMr [redacted] stated he is being doubled billed for servicesFrontier has investigated the above statements and offers the following response:After reviewing Mr [redacted] ’s account, Frontier records reflect that Mr [redacted] contacted Frontier on July 27, advising he was having trouble receiving mail and wanted to make payment arrangements for August 1st.Frontier records reflect the Mr [redacted] ’s first was $due by July 25, 2017.Per Frontier records, there has not been a payment posted to Mr [redacted] ’s accountAs of August 17, 2017, Mr [redacted] ’s account is suspended for non-payFrontier has generated Mr [redacted] ’s August and September bill.The balance for the three bills are $that is due on Mr [redacted] ’s accountFrontier representative have tried contacting Mr [redacted] on several occasion however was unsuccessful.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: Tocoma K Department: General Manager
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 I appreciate your (Revdex.com) quick response to this matterYour help was key to resolving the complaintI hope that I will not have to take this route in the future but it is good to know that there is someone to helpThank you very much Regards, [redacted] ***
Revdex.com: I have spoke with Norma at Frontier She assures me that my account will be credited for the and will show on my next bill on 3/7/ She also says that nothing will show on my credit report If this is all happens on 3/7/18; then I am satisfied with the response Thanks! Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that his Frontier internet has not been fast enough to meet his needs Mr [redacted] advises that he wants to cancel his Frontier service because he is not satisfied with the performance of the serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speed and connectivity depends on many factors including: network congestion, customer location, customer equipment, and network interference Actual speeds may vary and are not guaranteedFrontier advises that a technician was sent to Mr [redacted] ’ home on March 6, and March 8, 2018, who repaired an outside cable pair and replaced the customer’s modem Frontier spoke with Mr [redacted] on March 9, and confirmed that his internet was working properly 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
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 rep called and told me to call their collection departmentI did as instructed, but collected told me that outage of service is not due to outstanding balanceI then called the company rep handling this caseHe made a way call with collection department againThe person handling this case, got off the phoneThen the collection rep asked me what was going on, after I explained to him, he stated that the system indicates that we have servicesI called the person handling this case immediatelyThis is a very bad approach to handle this situationAfter all the explanation and complains, they are still asking me how can they help meI asked the person handling this case if he had commnunicated with the other department, he said yesHe also refused/denied to address the fact that I called the company several times asking for cheaper service, but I was told that none is available This went on for like a yearNot until this year when Frontier rep stated that they have always had the serviceWhy did they hide that information from a customerI want this issue resolved so that I can move onI have not heard back from the person handling this case since Friday and still no service Regards, [redacted]
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 saw a Frontier offer online for $internet, yet he is being charged for $+ mysterious chargesMr [redacted] states that no one can seem to give him a direct answer as to what the extra charges are forMr [redacted] advises he would like the rate of $a month to be applied to his account, or at least just the $stated in his contract and the additional fees reversedFrontier has investigated the above statements and offers the following response: Frontier confirms that Mr [redacted] is currently being charged $+ taxes and surcharges per month for home phone and internet services bundledFrontier advises that this is the best rate offered for a phone and internet bundle.Frontier has reviewed Mr [redacted] ’s billing history and determined in addition to the monthly rate, Mr [redacted] was correctly billed connection fees, a modem purchase fee on the first bill, as well as reconnection fees and late feesFrontier records show that Mr [redacted] was charged a total of $in international calls that should have been covered under his subscribed International World PlanFrontier has provided the appropriate credit for all international calls billed to date, leaving the remaining balance owed to Frontier at $Frontier records show that Mr [redacted] canceled his account effective 4/17/2018, so he will be receiving a new statement within the next days reflecting the corrected balanceWe 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
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 information is not correct or trueWhat [redacted] told them is that it worked for days and now it's back to very slowI have yet to see the credit on my accountFrontier sent me a letter stating that we are months past due when I was told last month that my account was credited instead of receiving any credits I received a past due noticeWe are running at 4mbps instead of what we are paying for not to mention that I am out of contract and they raised my rate by $a month and refuse to bring the rate down unless I sign another contract with them which I am not willing to do to continue paying for service I have never receivedI am very upset and tired of paying for something I am not getting whatsoeverFrontier needs to step up and stop lying get your stuff together and give me what I've been paying forYou should give me credit for over a year of service I have been paying for that I am not receiving Regards, [redacted]
Frontier advises a refund in the amount of $was processed and sent in the form of a pre-paid Visa debit cardMs [redacted] contacted Frontier and stated she needed that in the form of a check not a debit cardThe debit card was cancelled and a check was issued in the amount of $ When Ms [redacted] went to cash Frontier had mistakenly put a stop payment on the check.Frontier states a new check was processed and sent to Ms [redacted] .Frontier also states due to Ms [redacted] being charged a $fee from her bank a credit in the amount of $will be placed on the account and then processed as a refund in the form of a checkOnce this has been completed Ms [redacted] will need to allow to business days for processing and mailing.Frontier confirms that Ms [redacted] has been advised of the above 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
Received an e-mail from [redacted] today and her issue has been taken care of
Thank you for referring the complaint of [redacted] G [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that on December 14, she had Frontier Internet service installed in her home and it was not functioningMs [redacted] states she would like to have her Internet service disconnected.Ms [redacted] states that she would like her deposit of $refunded Frontier has investigated the above statements and offers the following response: Frontier confirms that Ms [redacted] ’s Frontier account was cancelled on December 15, 2016.Frontier advises that a statement was generated on December 22, and Ms [redacted] was billed $by FrontierFrontier removed the charges of on December 23, Ms [redacted] no longer has a balance with FrontierFrontier processed the request to return Ms [redacted] ’s $deposit on December 23, The deposit will take three to five business days for Ms [redacted] to receive her depositFrontier spoke with Ms [redacted] on December 23, and advised the information aboveMs [redacted] is satisfied 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 her bringing this matter to our attention The Complaint states that: Ms [redacted] states that starting April when Frontier took over her service, her internet, phone and TV have all been interrupted No Telephone service for Weeks and no TV service for weeks From April through July she has called and technicians do not know the answers and supervisors are never available Ms [redacted] advised that her home burned down on July 31, and Frontier billed her for service for the time she did not have it, July 31, through August 23, She called to put the service on a vacation hold until she could transfer her service to a new location, but the vacation service was never added Her bill fluctuates every month Frontier continues to bill her $for internet service and $for phone service And had charges on her bill that she never ordered Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that five repair tickets were issued on this account starting with April through November 2, A total of $for out of service credit was applied to Ms***’s account.A Frontier representative found that Ms [redacted] did request the vacation rate to be added to her account from July 31, through August 23, To qualify for Frontier’s vacation rate a customer would have to have it for a minimum of days Ms [redacted] did not need the vacation service for thirty days A Frontier representative applied a onetime credit to Ms***’s account for the cost difference of the vacation service The total amount of the credit applied to Ms***’s account was $for the vacation rate.A Frontier representative found that the monthly promotion Ms [redacted] was offered was not active on her account and the lifeline discount was removedMs [redacted] will have to apply for the lifeline discount again to have it added back to her account A Frontier representative applied a onetime credit to Ms***’s account in the amount of $for the lifeline discount on January 5, A Frontier representative placed an order to correct the promotional discounts on Ms***’s account and will follow up to review her account for the next two months to make sure she is billed the correct rate A Frontier representative spoke with Ms [redacted] on January 20, to explain and provided the direct contact information for a Frontier representative 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 has investigated the above statements and offers the following response: Frontier has reviewed Ms [redacted] ’s account and apologizes for not specifying the terms of termination in regard to the final billing process In goodwill, Frontier has issued a credit in the amount of $leaving a balance of $ The remaining balance is for the unreturned equipment fee The equipment has been received, accepted and confirmed, however, the reversal for the unreturned equipment fee will not be credited until the next billing cycle dated February 2, The representative handling this complaint has provided her contact information to Ms [redacted] and will contact her once the credit has posted to the account with a zero balance We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] provided the written documentation he received from Frontier’s Door-to-Door Representative.Frontier advises that the documentation does state a year price guarantee and does not specify the products it is referring toFrontier advises that they will honor the three year price guarantee plus the additional charge from the HBO package that was addedThis is a monthly re-occurring charge of $plus applicable taxes and surcharges.Frontier advises that a Frontier representative contacted Mr [redacted] and discussed the credentials in honoring the price quote and Mr [redacted] was satisfied with the resolution achieved We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] R [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below After speaking with Frontier regarding this they state the early termination fee will remain as they counter that proper notice was given to me regarding a contract renewal In speaking to the representative is clear to me that Frontier has questionable business practices in which they trick customers into extending service after previous contract has been completed by having their retention team reps create an illusion that a "special price" plan is not a contract service but as in my case it clearly wasMy complaint remains that Frontier will trick future customers as they look to retain customers I no longer wish to proceed as I see Frontier does not care and will pay my remaining bill under protest I look forward to "cutting the cord," thanks Frontier Regards, [redacted]
Frontier CommunicationsThank you for referring the complaint of Maria [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] made over calls to Frontier to cancel her current services and place an order to move service to her new address and technician never arrived to install service at new homeFrontier has investigated the above statements and offers the following response:When Ms [redacted] called on 7/31/to cancel her service and representative she spoke to offered to move her services (re-bundled with new discounts) she agreed and scheduled install date.There was a very large balance owing over 60-days past due.Frontier will not allow a move of service order until past due balances are paid.Frontier has reviewed with Training Division for possible refresher the importance of keeping customers apprised of status so they are not waiting all day for a technician that won’t be there.Ms [redacted] paid her total past due balance on 7/31/16, however, it takes 24-48hrs for this to show in the Frontier systems before a new order.Customer service representatives should have been communicating clearly and place the move order for follow up once past due balance paid was reflecting on the account.Frontier has added an 8-day service credit on Ms [redacted] account for the 8-day time difference of her initial call she made to disconnect her services to when her account was actually disconnected.Total credits = $-61.05CR that she will see reflected on her 10/7/billing statement.Frontier has reviewed all with Ms [redacted] and has informed her of the billing after disconnect process so she understands why she is receiving statements so far after her disconnection of service.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 Specialist: Rebecca N [redacted] Department: Executive Consumer Email: [redacted] Relations
Please see attached response
Frontier has investigated the above statements and offers the following response: Frontier advises that it is confirmed that there was no usage on the account and that the services were not fully installedFrontier advises that the necessary billing adjustments have been placed to correct the billing.Frontier advises that at this time Mr [redacted] does not have a balance owed to Frontier 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