Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advised he has not received a refund from Frontier for his overpayment Frontier has investigated the above statements and offers the following response: Frontier advised that they had set up a follow up with Mr [redacted] to refund his overpayment once the new statement was generated showing his credit amount.Frontier followed up for his new statement and is requesting a refund of the overpaymentFrontier spoke with Mr [redacted] to advise that his refund has been requested 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 hereThank 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] was without internet for five days and when she called Frontier requesting a credit for the time that she was out of service she was only offered a credit equivalent to four days of service.Frontier has investigated the above statement and offers the following response:We have reviewed Ms***’s account and verified that she called in to report her internet service wasn’t working on March 5, and that Frontier was able to get her back in service on March 9, We have applied a credit of $to Ms***’s account to cover the five days that she was out of service as well as the inconvenience this caused her We have tried contacting Ms [redacted] by phone on three occasions (March 28th, 29th and 30th) and left a direct number for her to call to discuss the credit that has been applied to her account.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 contacted Mr [redacted] on April 5, to discuss his concerns.He advised that he had already acquired new service through another provider.Frontier did find his account and was unable to find any order for a request to transfer prior to the acquisition.Frontier apologized for any inconvenience caused, and did advise Mr [redacted] that his account would be disconnected and back dated to 3/29/16.Mr [redacted] was satisfied with this resolution.Frontier will also change the billing address on Mr***'s account, and he will receive his final billing to the corrected address
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] was advised it takes billing cycles to receive his refund and he felt we were in the third cycle and he still has not received his refund of $ Frontier has investigated the above statements and offers the following response: • A Frontier Representative left Mr [redacted] a voice mail and also sent an email advising that he should receive his refund in to business days • We 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
Thank you for referring the complaint of Ms [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 this account has had a recurring past due balance since the October billing statement.The last payment posted back in JuneNo payments have been received in the past monthsFrontier advises the August 13, 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 $178.24.Effective August 30, the account was suspended for non-payment for the past due balance of $The September 13, 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 $222.80.Please note when an account is suspended for non-payment customers may contact our Collections department to negotiate payment arrangements prior to the account being disconnected completelyOnce an account is disconnected completely for non-payment a new service order is required and a credit check may be requiredIn addition, customers may have to submit a deposit and payment in full to restore servicesOn September 29, a representative from our Collections department spoke with Ms [redacted] regarding her concernsDuring this contact, the representative explained that the account has now been disconnected and the above process to re-establish the account 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 has investigated the above statements and offers the following response: On August 22, 2017, Frontier approved the refund in the amount of $ Approved refunds are sent to Wirecard for a ( [redacted] ) Prepaid Visa Card to be issued to the customer Frontier advises Ms [redacted] to contact Wirecard for assistance at ###-###-#### for Lost/Stolen and Unreceived CardsThe account number/billing telephone number to provide Wirecard is: [redacted] *** The Wirecard representative will confirm other pertinent information prior to accessing the account We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Tell us why here 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 her Frontier bill has continuously increased without explanation.Ms [redacted] also advises her due date changed without her permission or knowledge Frontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] bill has increased due to a missing payment for her 4/16/billing cycleMs [redacted] did make payments in April that had went to her past due for charges from 2/15/-4/15/Frontier advises every bill cycle that Ms [redacted] ’ balance is not paid in full will result in a late payment fee, which is also contributing to Ms [redacted] ’ inclining balanceFrontier advises due dates are based on the bill cycle dateCustomer’s bills are due days after their bill generatesMs [redacted] ’s bill generates on the 16th of every monthSince Frontier and Verizon have different billing systems, it is possible converted accounts may experience a change in their due datesFrontier has contacted Ms [redacted] and advised of the above statements, as well as, attached copies of her May and June billing to show that the balance was unpaid 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 rebuttal of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Rebuttal states that: Mrs [redacted] advises that all of the credits that she had been promised are not showing on her bill dated January 25, Mrs [redacted] advises that she wanted to wait for the February 25, bill to print out, so that she can see all the credits have been issued, before closing complaint Frontier has investigated the above statements and offers the following response: Frontier advises that all of the credits had not been approved before the start of the January 25, billing cycle, so that is the reason why the credits were not reflected on that billFrontier advises the customer’s current February 25, bill does show all of the credits as having been applied to the accountThe credits that are now reflected on her current statement are: $for long distance calls that had been billed in error, $for an activation fee, $late fee, and a $creditFrontier advises that Mrs [redacted] ’s current balance is $125.41, and going forward, her monthly rate will be approximately $142.00.Frontier left a voice mail message for Mrs [redacted] on February 27, 2017, advising her that the billing has been corrected and all credits issued We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [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 following a storm in his area that his internet service was disruptedMr [redacted] states that the scheduled appointment to address his service issue did not complete on time Frontier has investigated the above statements and offers the following response: An appointment to address this issue has been completed.A Frontier representative contacted Mr [redacted] and confirmed that all services are working.Mr [redacted] was issued an appropriate credit for time out of service We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised that she was being billed for services after Frontier said she was disconnected for non-pay Frontier has investigated the above statements and offers the following response: Frontier states that they spoke with Ms [redacted] and assured her that her billing stopped on January 30, and her next bill will reflect applicable credits Frontier set up a follow up for March 9, to review her statementMs [redacted] Is satisfied with the resolution 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 Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his internet service from FrontierFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s account and has determined that Mr [redacted] resides in an area where high Internet usage during peak period could be affecting internet service speeds.Frontier continues to work toward a solution that will improve Mr***’s Internet service It is our expectation that Frontier will upgrade its network in Mr***’s area later this year Given the may factors could impact the timing of an upgrade, we cannot guarantee any specific date for completion Frontier is targeting to complete and upgrade by late summer We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter.” Frontier Specialist: Laurie H [redacted] Department: Consumer Relations Telephone Number: [redacted] Fax Number: ###-###-####
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 was automatically renewed on a promotion with Frontier that he did not authorizeMr*** states that he was billed an early termination fee of $for a promotion that he did not agree to Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s account and confirms that the promotion was automatically renewed providing a continuance of promotional credits on his accountFrontier advises that the promotional credits and term dates were published on Mr***s’ monthly statements.Frontier advises that Mr [redacted] was not billed for an early termination fee however, he was charged back for the month credits that were issued by the renewed promotionFrontier advises that there was an error in the amount of $that was charged back to Mr***The correct amount of the charge back should have only been $Frontier applied an adjustment to Mr***’s account in the amount of $Frontier advises that a refund in the amount of $will be sent to Mr***Frontier spoke with Mr [redacted] on December 5, to review this information with 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 reviewed Ms***’s account and found on May 30, order # [redacted] was placed to establish Simply Broadband Ultimate service and Frontier Secure Personal Security Plus Bundle effective June 14th There was no promotion added on the order therefore the monthly rate would be $for the Broadband service and $for Frontier Secure Personal Security Plus Bundle Frontier advises a technician was dispatched on June 14th who completed the Broadband installation The order remained open until Ms [redacted] called on July 31st stating the Internet was installed on June 14th; it was functioning; and it hasn’t functioned for the last weeks The order was rescheduled for August 7th to dispatch another technician who advised the installation was completed Frontier advises Ms [redacted] was not billed for service until August 7th, although our records reflect usage in June and July Frontier advises that Ms [redacted] called on September 5, to inquire on the first bill The representative reviewed bill and found the promotional credit was missing Credits totaling $were applied to the account reducing the bill from $to $which Ms [redacted] paid on September 5th Frontier advises that Ms [redacted] called on October 31, stating that her monthly bill should be $however the bill reflects $ The representative placed an order to remove Frontier Secure Personal Security Plus Bundle and added the 3-Year Price Lock Offer A credit of $was applied to the account for the missing promotion and Frontier Secure charges on the September and October bills reducing the balance from $to $which Ms [redacted] paid on October 31st Frontier does not offer a stand-alone Broadband product for $per month Frontier does however offer Broadband rates as low as $when bundled with qualifying phone service with the 3-Year Price Lock Offer Ms [redacted] subscribes to Simply Broadband Ultimate which is $on month to month rates or we have two Broadband offers available as follows: Year Price Lock Offer $for years and full rate of $thereafter with no commitment or Early Termination Fee.Single Play Promotion $first months; $months through 36; and $thereafter with no commitment or Early TerminationFee Frontier advises that Ms***’s account currently reflects the Year Price Lock Offer was added on October 31, therefore Ms***’s monthly rate is $for years dated 10/31/– 10/30/
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises she ordered Frontier services 9/15/and was given and install date of 9/24/with and appointment time of 8-12pmThere was a security deposit requested by Frontier of via bankcardOn 9/26/Ms [redacted] advises she requested cancel her order on 9/26/and refund her security depositMs [redacted] advises she was told it will take 3-business daysMr [redacted] advises she has still not received her refundFrontier has investigated the above statements and offers the following response: Frontier records indicated there was a request put in on October 13, stating Ms [redacted] has not yet received her Security DepositFrontier advises that Ms [redacted] Deposit was $and the refund is scheduled as of October 19, This amount will be reversed back to the card it was deducted from within five business daysWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications
Thank you for referring the rebuttal of [redacted] ***l to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] from [redacted] ***l indicated the issue is not resolved because she believes the payment had not applied to her account Frontier has investigated the above statements and offers the following response: Frontier records do show the payments made to the Verizon account did not post as a payment to the account of [redacted] ***l Frontier did a payment investigation and has identified the payments in questionFrontier has been working with Ms [redacted] about this and has let her know it will take a few days for the payment to be visibleFrontier has committed to contact Ms [redacted] once the payments are visible Frontier has given her a direct contact person to work with until she is resolvedWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] from [redacted] ***l has experienced as a result of the above matter Tell us why here
Frontier has investigated the above statements and offers the following response: Frontier advises, that due to a system error, the payment reconnect order that generated as a result of satisfying payment did not restore serviceFrontier has issued a restore service order to correct the error Frontier spoke with [redacted] on February 12, 2018, confirming working service [redacted] presented no further questions or concerns We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier CommunicationsThank 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 he has had many billing issues with rising prices and is being charged a termination fee for disconnecting services.Mr [redacted] would like the termination fee removed.Frontier has investigated the above statements and offers the following response:Frontier reviewed all charges on November 4, and June 5, with Mr [redacted] Frontier shows the account has been disconnected by the customer on August 7, and has been advised of no termination fee.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: Kim J [redacted] Department: Customer Relations
Frontier CommunicationsThank 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:MrKevin [redacted] states that he has been double – billed, for several months for telephone service.He advises that Frontier corrected his bill for $but Mr [redacted] is being charged after he cancelled serviceHe further does not agree with the billing policy.Frontier has investigated the above statements and offers the following response:Frontier advises that all Non - Regulated services, such as FiOS and Broadband products are billed through to the end of their billing cycle date.Mr [redacted] ***’s services were all Non – Regulated.We advised Mr [redacted] on September 13, that we do not prorateHe is billed through September 8, 2017.Order #68661878, was effective August 14, with all requested services disconnected.$is the remaining and Final balance owed on Mr***’s account, which include past-due unpaid chargesWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that:Ms [redacted] advises she called Frontier to get an extension on her bill payment and was given incorrect information on the date due Frontier has investigated the above statements and offers the following response:Frontier spoke to Ms [redacted] on May 19, and apologized for the incorrect information provided, and assured her Frontier values her as a customerWe 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 attentionThe Complaint states that: Mr [redacted] advised he has not received a refund from Frontier for his overpayment Frontier has investigated the above statements and offers the following response: Frontier advised that they had set up a follow up with Mr [redacted] to refund his overpayment once the new statement was generated showing his credit amount.Frontier followed up for his new statement and is requesting a refund of the overpaymentFrontier spoke with Mr [redacted] to advise that his refund has been requested 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 hereThank 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] was without internet for five days and when she called Frontier requesting a credit for the time that she was out of service she was only offered a credit equivalent to four days of service.Frontier has investigated the above statement and offers the following response:We have reviewed Ms***’s account and verified that she called in to report her internet service wasn’t working on March 5, and that Frontier was able to get her back in service on March 9, We have applied a credit of $to Ms***’s account to cover the five days that she was out of service as well as the inconvenience this caused her We have tried contacting Ms [redacted] by phone on three occasions (March 28th, 29th and 30th) and left a direct number for her to call to discuss the credit that has been applied to her account.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 contacted Mr [redacted] on April 5, to discuss his concerns.He advised that he had already acquired new service through another provider.Frontier did find his account and was unable to find any order for a request to transfer prior to the acquisition.Frontier apologized for any inconvenience caused, and did advise Mr [redacted] that his account would be disconnected and back dated to 3/29/16.Mr [redacted] was satisfied with this resolution.Frontier will also change the billing address on Mr***'s account, and he will receive his final billing to the corrected address
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] was advised it takes billing cycles to receive his refund and he felt we were in the third cycle and he still has not received his refund of $ Frontier has investigated the above statements and offers the following response: • A Frontier Representative left Mr [redacted] a voice mail and also sent an email advising that he should receive his refund in to business days • We 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
Thank you for referring the complaint of Ms [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 this account has had a recurring past due balance since the October billing statement.The last payment posted back in JuneNo payments have been received in the past monthsFrontier advises the August 13, 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 $178.24.Effective August 30, the account was suspended for non-payment for the past due balance of $The September 13, 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 $222.80.Please note when an account is suspended for non-payment customers may contact our Collections department to negotiate payment arrangements prior to the account being disconnected completelyOnce an account is disconnected completely for non-payment a new service order is required and a credit check may be requiredIn addition, customers may have to submit a deposit and payment in full to restore servicesOn September 29, a representative from our Collections department spoke with Ms [redacted] regarding her concernsDuring this contact, the representative explained that the account has now been disconnected and the above process to re-establish the account 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 has investigated the above statements and offers the following response: On August 22, 2017, Frontier approved the refund in the amount of $ Approved refunds are sent to Wirecard for a ( [redacted] ) Prepaid Visa Card to be issued to the customer Frontier advises Ms [redacted] to contact Wirecard for assistance at ###-###-#### for Lost/Stolen and Unreceived CardsThe account number/billing telephone number to provide Wirecard is: [redacted] *** The Wirecard representative will confirm other pertinent information prior to accessing the account We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Tell us why here 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 her Frontier bill has continuously increased without explanation.Ms [redacted] also advises her due date changed without her permission or knowledge Frontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] bill has increased due to a missing payment for her 4/16/billing cycleMs [redacted] did make payments in April that had went to her past due for charges from 2/15/-4/15/Frontier advises every bill cycle that Ms [redacted] ’ balance is not paid in full will result in a late payment fee, which is also contributing to Ms [redacted] ’ inclining balanceFrontier advises due dates are based on the bill cycle dateCustomer’s bills are due days after their bill generatesMs [redacted] ’s bill generates on the 16th of every monthSince Frontier and Verizon have different billing systems, it is possible converted accounts may experience a change in their due datesFrontier has contacted Ms [redacted] and advised of the above statements, as well as, attached copies of her May and June billing to show that the balance was unpaid 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 rebuttal of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Rebuttal states that: Mrs [redacted] advises that all of the credits that she had been promised are not showing on her bill dated January 25, Mrs [redacted] advises that she wanted to wait for the February 25, bill to print out, so that she can see all the credits have been issued, before closing complaint Frontier has investigated the above statements and offers the following response: Frontier advises that all of the credits had not been approved before the start of the January 25, billing cycle, so that is the reason why the credits were not reflected on that billFrontier advises the customer’s current February 25, bill does show all of the credits as having been applied to the accountThe credits that are now reflected on her current statement are: $for long distance calls that had been billed in error, $for an activation fee, $late fee, and a $creditFrontier advises that Mrs [redacted] ’s current balance is $125.41, and going forward, her monthly rate will be approximately $142.00.Frontier left a voice mail message for Mrs [redacted] on February 27, 2017, advising her that the billing has been corrected and all credits issued We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [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 following a storm in his area that his internet service was disruptedMr [redacted] states that the scheduled appointment to address his service issue did not complete on time Frontier has investigated the above statements and offers the following response: An appointment to address this issue has been completed.A Frontier representative contacted Mr [redacted] and confirmed that all services are working.Mr [redacted] was issued an appropriate credit for time out of service We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised that she was being billed for services after Frontier said she was disconnected for non-pay Frontier has investigated the above statements and offers the following response: Frontier states that they spoke with Ms [redacted] and assured her that her billing stopped on January 30, and her next bill will reflect applicable credits Frontier set up a follow up for March 9, to review her statementMs [redacted] Is satisfied with the resolution 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 Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his internet service from FrontierFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s account and has determined that Mr [redacted] resides in an area where high Internet usage during peak period could be affecting internet service speeds.Frontier continues to work toward a solution that will improve Mr***’s Internet service It is our expectation that Frontier will upgrade its network in Mr***’s area later this year Given the may factors could impact the timing of an upgrade, we cannot guarantee any specific date for completion Frontier is targeting to complete and upgrade by late summer We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter.” Frontier Specialist: Laurie H [redacted] Department: Consumer Relations Telephone Number: [redacted] Fax Number: ###-###-####
Frontier has fully restored this customer's services and has issued appropriate adjustments for the time out of service
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 was automatically renewed on a promotion with Frontier that he did not authorizeMr*** states that he was billed an early termination fee of $for a promotion that he did not agree to Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s account and confirms that the promotion was automatically renewed providing a continuance of promotional credits on his accountFrontier advises that the promotional credits and term dates were published on Mr***s’ monthly statements.Frontier advises that Mr [redacted] was not billed for an early termination fee however, he was charged back for the month credits that were issued by the renewed promotionFrontier advises that there was an error in the amount of $that was charged back to Mr***The correct amount of the charge back should have only been $Frontier applied an adjustment to Mr***’s account in the amount of $Frontier advises that a refund in the amount of $will be sent to Mr***Frontier spoke with Mr [redacted] on December 5, to review this information with 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 reviewed Ms***’s account and found on May 30, order # [redacted] was placed to establish Simply Broadband Ultimate service and Frontier Secure Personal Security Plus Bundle effective June 14th There was no promotion added on the order therefore the monthly rate would be $for the Broadband service and $for Frontier Secure Personal Security Plus Bundle Frontier advises a technician was dispatched on June 14th who completed the Broadband installation The order remained open until Ms [redacted] called on July 31st stating the Internet was installed on June 14th; it was functioning; and it hasn’t functioned for the last weeks The order was rescheduled for August 7th to dispatch another technician who advised the installation was completed Frontier advises Ms [redacted] was not billed for service until August 7th, although our records reflect usage in June and July Frontier advises that Ms [redacted] called on September 5, to inquire on the first bill The representative reviewed bill and found the promotional credit was missing Credits totaling $were applied to the account reducing the bill from $to $which Ms [redacted] paid on September 5th Frontier advises that Ms [redacted] called on October 31, stating that her monthly bill should be $however the bill reflects $ The representative placed an order to remove Frontier Secure Personal Security Plus Bundle and added the 3-Year Price Lock Offer A credit of $was applied to the account for the missing promotion and Frontier Secure charges on the September and October bills reducing the balance from $to $which Ms [redacted] paid on October 31st Frontier does not offer a stand-alone Broadband product for $per month Frontier does however offer Broadband rates as low as $when bundled with qualifying phone service with the 3-Year Price Lock Offer Ms [redacted] subscribes to Simply Broadband Ultimate which is $on month to month rates or we have two Broadband offers available as follows: Year Price Lock Offer $for years and full rate of $thereafter with no commitment or Early Termination Fee.Single Play Promotion $first months; $months through 36; and $thereafter with no commitment or Early TerminationFee Frontier advises that Ms***’s account currently reflects the Year Price Lock Offer was added on October 31, therefore Ms***’s monthly rate is $for years dated 10/31/– 10/30/
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises she ordered Frontier services 9/15/and was given and install date of 9/24/with and appointment time of 8-12pmThere was a security deposit requested by Frontier of via bankcardOn 9/26/Ms [redacted] advises she requested cancel her order on 9/26/and refund her security depositMs [redacted] advises she was told it will take 3-business daysMr [redacted] advises she has still not received her refundFrontier has investigated the above statements and offers the following response: Frontier records indicated there was a request put in on October 13, stating Ms [redacted] has not yet received her Security DepositFrontier advises that Ms [redacted] Deposit was $and the refund is scheduled as of October 19, This amount will be reversed back to the card it was deducted from within five business daysWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications
Thank you for referring the rebuttal of [redacted] ***l to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] from [redacted] ***l indicated the issue is not resolved because she believes the payment had not applied to her account Frontier has investigated the above statements and offers the following response: Frontier records do show the payments made to the Verizon account did not post as a payment to the account of [redacted] ***l Frontier did a payment investigation and has identified the payments in questionFrontier has been working with Ms [redacted] about this and has let her know it will take a few days for the payment to be visibleFrontier has committed to contact Ms [redacted] once the payments are visible Frontier has given her a direct contact person to work with until she is resolvedWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] from [redacted] ***l has experienced as a result of the above matter Tell us why here
Frontier has investigated the above statements and offers the following response: Frontier advises, that due to a system error, the payment reconnect order that generated as a result of satisfying payment did not restore serviceFrontier has issued a restore service order to correct the error Frontier spoke with [redacted] on February 12, 2018, confirming working service [redacted] presented no further questions or concerns We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier CommunicationsThank 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 he has had many billing issues with rising prices and is being charged a termination fee for disconnecting services.Mr [redacted] would like the termination fee removed.Frontier has investigated the above statements and offers the following response:Frontier reviewed all charges on November 4, and June 5, with Mr [redacted] Frontier shows the account has been disconnected by the customer on August 7, and has been advised of no termination fee.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: Kim J [redacted] Department: Customer Relations
Frontier CommunicationsThank 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:MrKevin [redacted] states that he has been double – billed, for several months for telephone service.He advises that Frontier corrected his bill for $but Mr [redacted] is being charged after he cancelled serviceHe further does not agree with the billing policy.Frontier has investigated the above statements and offers the following response:Frontier advises that all Non - Regulated services, such as FiOS and Broadband products are billed through to the end of their billing cycle date.Mr [redacted] ***’s services were all Non – Regulated.We advised Mr [redacted] on September 13, that we do not prorateHe is billed through September 8, 2017.Order #68661878, was effective August 14, with all requested services disconnected.$is the remaining and Final balance owed on Mr***’s account, which include past-due unpaid chargesWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that:Ms [redacted] advises she called Frontier to get an extension on her bill payment and was given incorrect information on the date due Frontier has investigated the above statements and offers the following response:Frontier spoke to Ms [redacted] on May 19, and apologized for the incorrect information provided, and assured her Frontier values her as a customerWe 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