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 While I did eventually get my internet back up and running, I did not ever cancel my reservationMy husband was home all day and the technician never showed up as scheduled the first timeFrontier also did not address the issue of the multiple disconnects of the conversations or the lack of call backs in those situationsI'm appreciative of the fixed internet, but I want to see promise of instruction for the team toward better customer service in the future Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.We made numerous calls to Frontier requesting that someone explain the mistakes with the billingWe were told something different at every call and told we owed amounts that were not correctSince Frontier acquired Verion our experience has been a total nightmare which was compound by the inexperience of the customer service personal The final straw for us was when our service was interrupted for an amount that was under review and then they charged us for additional days we did not use their service for a final bill of $We are not statisfied with their responseIf our account was reviewed they would have seen more than ten calls to discuss our account and straighten it out, and to charge us for services beyond our cancelation date is unacceptableWhat is needed for us to resolve this issue is the amount credited Regards, [redacted]
Frontier Communications Frontier has received the following complaint : Mr [redacted] alleges that he disconnected his telephone service in Mr [redacted] reports that Frontier told him to discard his equipment He further states that he was refused a credit for the telephone service and not given any reason Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that the customer set up service on March 27, under ###-###-#### The account was set up with Digital Phone Essentials and Broadband with an additional line under ###-###-####Frontier records further demonstrate that on October 30, the customer cancelled the primary line and changed to a Simply Broadband product on his ###-###-#### but the ###-###-#### remained active and billed on the bill each month The internet was upgraded on June 26, and change to the Dish account were entered on May 21, The telephone services provided to Mr [redacted] did not include equipment The telephones are customer provided and utilized a wall jack There is no equipment to discard for telephone service The only equipment provided to the customer is a modem/router that would still be in use with the internet service.Frontier has emailed Mr [redacted] to explain that the customer has a responsibility to review their monthly bill and inform Frontier of any billing errors in a timely manner When the customer is using the on-line billing or automatic payment the bill is viewable on the website such as frontier.com If the customer uses the e-bill through their bank to pay the bill, the bill is viewable on the bank’s e-system Frontier has disconnected the additional line with a due date of February 19, and stopped the billing effective February 4, In addition, Frontier has issued a courtesy credit equal to six months of the additional line chargesThe total credit will be $plus taxes We trust that this information will assist you in closing this complaint We apologize for any inconvenience Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Donna JM [redacted] Department: Consumer Relations Contact: ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12762345, and find that this resolution is satisfactory to me Regards, [redacted] ***
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] states that she recently moved her service to a new location She then began getting two bills for the service Ms [redacted] called and questioned this The representative explained a new line was opened and the old one was still billing her The representative then said they would take care of the billing issue They did not, Ms [redacted] received a bill in the amount of $ Frontier has investigated the above statements and offers the following response: The credit for the old account in the amount of $was issued on March 15, 2017, the account now has a zero balance Frontier has also removed any negative credit marks from Ms***’s credit Frontier tried reaching out to Ms [redacted] but was only able to leave her a message about this 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 apologizes that the service charges were not explained correctly to MsGorman · Below is Ms [redacted] ’s monthly recurring charges before taxes and surcharges: Simply Broadband $ Dish Top $ Joey Receivers $ Dish Telco Bundle Credit -$ Dish Intro Savings - months -$ Dish Seasonal Sale - months -$ TOTAL BEFORE TAXES AND SURCHARGES $ · Ms [redacted] also will receive months free of HBO, Showtime, STARZ and Max, HD Free for Life and the Dish Protection Plan free for months · Ms [redacted] has also received a one-time Introductory Savings of $from Dish · Should Ms [redacted] have any further questions regarding her services or billing she can contact Customer Service at [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Megan mentioned she would update our account and reverse all DVR related fees we were charged since 10/and would appear on our account on 11/As of 11/18, the fees have not been correctedWe went ahead and paid the $balance to prevent delinquencyFurthermore, we were to receive boxes to help send the equipment back and the boxes have not come in Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that he wants the battery back up unit removed from his premisesFrontier has investigated the above statements and offers the following response: A technician was dispatched on December 12, to remove the unitHowever, he was unsuccessful in accessing the unit.The technician provided his direct contact informationA future appointment will be scheduled at the convenience of Mrs*** A Frontier representative spoke with Mrs [redacted] who indicated satisfaction with the resolutionWe 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 Specialist: Amy B [redacted] Department: Consumer Relations
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] ’s account was discontinued on/27/Mr [redacted] also received a total credit of $from Frontier.At this time, Mr [redacted] has a zero balance on the account with no pending early term fee 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
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 I would prefer to receive final and end bill as Ive been misinformed several times regarding Frontiers rates and policiesAmanda was helpful but I want to be certain that I am not being wrongfully charged again.I was informed $rate for two years no price increase and contractI was given promotional HBO for six months with a call within the six months to drop HBO HBO was dropped at six months but my rate did not remain at $I had to call serveral times to fix rate so that is the reason I do not wish to drop complaint at this time till I receive final end balance Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate your bringing this matter to our attention According to the complaint: Mr [redacted] wished to dispute the termination fees of $billed towards their internet when they closed the business on August 23rd 2017.Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had found that the phones were placed on a two tear agreement that started on June 27th and was to expire on June 26th The agent who placed the order put the internet on a three-year agreement in error.Frontier had submitted a credit request for $to credit the termination fees minus the $in monthly discounts the customer received from June 27th leading to August 26th cancellation
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 has billing discrepancy and would need return shipping label to return Frontier equipment Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 15, and explained adjustment issued and remaining balanceFrontier confirmed that Mr [redacted] received return shipping label and he has sent the Frontier equipment by UPSFrontier has set a follow up to ensure bill accuracy 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 Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has to cancel his service because he is moving out of Frontier’s service area and he is disputing the early termination fee citing that he is only cancelling because Frontier does service the new areaMr [redacted] further states that he was told he would not have any contract or early termination fees at the time of the orderFrontier has investigated the above statements and offers the following response: Frontier records demonstrate Mr [redacted] entered into a two-year agreement with Frontier on February 25, Frontier provided internet service at mbps for $per month for six months and $per month for the next months The early termination fee is $pro-rated over months.Frontier provided a monthly statement to Mr [redacted] that contained the Service terms as well as the contract period of February 25, through February 24, 2019.Frontier has removed the contract term as a courtesy to Mr***We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter Frontier Specialist: Donna M [redacted] Department: Executive Customer Relations
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 found out today that Frontier has reversed the disputed chargesThey were extremely unhelpful and would still not recommend doing business with them but my issue is resolved Regards, [redacted]
Thank you for referring the additional concerns of [redacted] to our office for review The additional concern states: · Mr [redacted] confirms he received a $credit but no $credit and states that if applied he would be satisfied Frontier has reviewed these additional concerns and offers the following response: · Account review shows that the courtesy credit noted in Frontier previous response in the amount of $was issued on 7/22/after the 7/19/bill printedMr [redacted] will see the $credit reflected on his 8/19/billing statement 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 Sincerely, Frontier Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] disconnected her service after not being able to receive the speed she needed for her devices and being misinformed about Gift card requirementsAfter disconnecting her services she called to dispute her bill of $ Ms [redacted] states she was not advised she would be charged for the modem and the $ charge was in dispute as well Frontier has investigated the above statements and offers the following response: Frontier reviewed Ms [redacted] ’s account and it has been disconnected as of January 10, Frontier has credited Ms [redacted] for the modem $ and also for the dates she did not have service $ ( January to February 1)Frontier has spoken with Ms [redacted] and went over credits appliedMs [redacted] has paid her balance of $ for dates of service December 16, to January 9, 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] indicates that Frontier does not provide a refund in a timely mannerFrontier has investigated the above statements and offers the following response: Frontier’s policy is to issue a refund days from the date of service disconnection or termination This time period is required to ensure all outstanding charges or credits are posted to the closed account Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier advises that Mr [redacted] ’s account was terminated on July 28, 2017Frontier advises that once the refund has been processed, he will be able to request a refund via a check instead of a pre-paid card.Frontier spoke to Mr [redacted] on August 16, and advised of the above information 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 her bringing this matter to our attentionThe complaint states that: Ms [redacted] advises that due to service and billing issues she had with her Frontier television and Internet service that she requested to terminated her services with Frontier on June 11, Ms [redacted] advises Frontier did not disconnect her services and she continued to be billed by Frontier Frontier has investigated the above statements and offers the following response: Frontier made contact with Ms [redacted] on October 18, and advised her that we will be crediting her account back to June 11, We advised Ms [redacted] that the credit for service will apply on her final statement on October 25, 2016, and we provided Ms [redacted] with a direct point of contact should she have any further questions or concerns We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that he billed for services he does not have and service issues Frontier has investigated the above statements and offers the following response: Account research determined Mr [redacted] is billing for FiOS Internet 50/$50.00, Residence Line $31.00, Extended Metro Service $10.50, FiOs Quantum Gateway Router $9.99, FiOs TV Upgrade Charge $8.00, HD Multi Room DVR $19.99, Set top box $20.97, Playboy Channel $19.99, Too Much for TV Channel $14.99, FiOS TV Ultimate HD $93.99, FiOs TV Upgrade Charge $7.00, FiOS TV Upgrade Charge $and Movie Package $ This excludes ppv/vod charges, promotional discounts and applicable taxes and surcharges.Research failed to locate any trouble tickets for Mr***.Records show the last payment received was February 25, for $369.60.Account notes show on June 12, a Frontier representative attempted to assist Mr [redacted] with online account access, customer disconnected the online chat.Records show a onetime courtesy credit of $was applied to Mr***’s account.At this time Mr [redacted] has a balance of $payable and due A Frontier representative attempted unsuccessfully to reach Mr*** A contact letter was sentWe 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 Specialist: Amy B [redacted] Department: Consumer Relations
Tell us why her Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Original sales rep advised Mrs [redacted] that two channels she needs were going to be included in her quoted priceThey are notUpon calling customer service Mrs [redacted] could not get a resolution Frontier has investigated the above statements and offers the following response: Frontier apologizes for the mistake and after investigation agreed to credit months of the upgrade cost for upgrading to the appropriate package to fit the customer’s needsFrontier advised that if the customer chooses to cancel the service there will be no early 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
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 While I did eventually get my internet back up and running, I did not ever cancel my reservationMy husband was home all day and the technician never showed up as scheduled the first timeFrontier also did not address the issue of the multiple disconnects of the conversations or the lack of call backs in those situationsI'm appreciative of the fixed internet, but I want to see promise of instruction for the team toward better customer service in the future Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.We made numerous calls to Frontier requesting that someone explain the mistakes with the billingWe were told something different at every call and told we owed amounts that were not correctSince Frontier acquired Verion our experience has been a total nightmare which was compound by the inexperience of the customer service personal The final straw for us was when our service was interrupted for an amount that was under review and then they charged us for additional days we did not use their service for a final bill of $We are not statisfied with their responseIf our account was reviewed they would have seen more than ten calls to discuss our account and straighten it out, and to charge us for services beyond our cancelation date is unacceptableWhat is needed for us to resolve this issue is the amount credited Regards, [redacted]
Frontier Communications Frontier has received the following complaint : Mr [redacted] alleges that he disconnected his telephone service in Mr [redacted] reports that Frontier told him to discard his equipment He further states that he was refused a credit for the telephone service and not given any reason Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that the customer set up service on March 27, under ###-###-#### The account was set up with Digital Phone Essentials and Broadband with an additional line under ###-###-####Frontier records further demonstrate that on October 30, the customer cancelled the primary line and changed to a Simply Broadband product on his ###-###-#### but the ###-###-#### remained active and billed on the bill each month The internet was upgraded on June 26, and change to the Dish account were entered on May 21, The telephone services provided to Mr [redacted] did not include equipment The telephones are customer provided and utilized a wall jack There is no equipment to discard for telephone service The only equipment provided to the customer is a modem/router that would still be in use with the internet service.Frontier has emailed Mr [redacted] to explain that the customer has a responsibility to review their monthly bill and inform Frontier of any billing errors in a timely manner When the customer is using the on-line billing or automatic payment the bill is viewable on the website such as frontier.com If the customer uses the e-bill through their bank to pay the bill, the bill is viewable on the bank’s e-system Frontier has disconnected the additional line with a due date of February 19, and stopped the billing effective February 4, In addition, Frontier has issued a courtesy credit equal to six months of the additional line chargesThe total credit will be $plus taxes We trust that this information will assist you in closing this complaint We apologize for any inconvenience Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Donna JM [redacted] Department: Consumer Relations Contact: ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12762345, and find that this resolution is satisfactory to me Regards, [redacted] ***
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] states that she recently moved her service to a new location She then began getting two bills for the service Ms [redacted] called and questioned this The representative explained a new line was opened and the old one was still billing her The representative then said they would take care of the billing issue They did not, Ms [redacted] received a bill in the amount of $ Frontier has investigated the above statements and offers the following response: The credit for the old account in the amount of $was issued on March 15, 2017, the account now has a zero balance Frontier has also removed any negative credit marks from Ms***’s credit Frontier tried reaching out to Ms [redacted] but was only able to leave her a message about this 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 apologizes that the service charges were not explained correctly to MsGorman · Below is Ms [redacted] ’s monthly recurring charges before taxes and surcharges: Simply Broadband $ Dish Top $ Joey Receivers $ Dish Telco Bundle Credit -$ Dish Intro Savings - months -$ Dish Seasonal Sale - months -$ TOTAL BEFORE TAXES AND SURCHARGES $ · Ms [redacted] also will receive months free of HBO, Showtime, STARZ and Max, HD Free for Life and the Dish Protection Plan free for months · Ms [redacted] has also received a one-time Introductory Savings of $from Dish · Should Ms [redacted] have any further questions regarding her services or billing she can contact Customer Service at [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Megan mentioned she would update our account and reverse all DVR related fees we were charged since 10/and would appear on our account on 11/As of 11/18, the fees have not been correctedWe went ahead and paid the $balance to prevent delinquencyFurthermore, we were to receive boxes to help send the equipment back and the boxes have not come in Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that he wants the battery back up unit removed from his premisesFrontier has investigated the above statements and offers the following response: A technician was dispatched on December 12, to remove the unitHowever, he was unsuccessful in accessing the unit.The technician provided his direct contact informationA future appointment will be scheduled at the convenience of Mrs*** A Frontier representative spoke with Mrs [redacted] who indicated satisfaction with the resolutionWe 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 Specialist: Amy B [redacted] Department: Consumer Relations
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] ’s account was discontinued on/27/Mr [redacted] also received a total credit of $from Frontier.At this time, Mr [redacted] has a zero balance on the account with no pending early term fee 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
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 I would prefer to receive final and end bill as Ive been misinformed several times regarding Frontiers rates and policiesAmanda was helpful but I want to be certain that I am not being wrongfully charged again.I was informed $rate for two years no price increase and contractI was given promotional HBO for six months with a call within the six months to drop HBO HBO was dropped at six months but my rate did not remain at $I had to call serveral times to fix rate so that is the reason I do not wish to drop complaint at this time till I receive final end balance Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate your bringing this matter to our attention According to the complaint: Mr [redacted] wished to dispute the termination fees of $billed towards their internet when they closed the business on August 23rd 2017.Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had found that the phones were placed on a two tear agreement that started on June 27th and was to expire on June 26th The agent who placed the order put the internet on a three-year agreement in error.Frontier had submitted a credit request for $to credit the termination fees minus the $in monthly discounts the customer received from June 27th leading to August 26th cancellation
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 has billing discrepancy and would need return shipping label to return Frontier equipment Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 15, and explained adjustment issued and remaining balanceFrontier confirmed that Mr [redacted] received return shipping label and he has sent the Frontier equipment by UPSFrontier has set a follow up to ensure bill accuracy 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 Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has to cancel his service because he is moving out of Frontier’s service area and he is disputing the early termination fee citing that he is only cancelling because Frontier does service the new areaMr [redacted] further states that he was told he would not have any contract or early termination fees at the time of the orderFrontier has investigated the above statements and offers the following response: Frontier records demonstrate Mr [redacted] entered into a two-year agreement with Frontier on February 25, Frontier provided internet service at mbps for $per month for six months and $per month for the next months The early termination fee is $pro-rated over months.Frontier provided a monthly statement to Mr [redacted] that contained the Service terms as well as the contract period of February 25, through February 24, 2019.Frontier has removed the contract term as a courtesy to Mr***We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter Frontier Specialist: Donna M [redacted] Department: Executive Customer Relations
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 found out today that Frontier has reversed the disputed chargesThey were extremely unhelpful and would still not recommend doing business with them but my issue is resolved Regards, [redacted]
Thank you for referring the additional concerns of [redacted] to our office for review The additional concern states: · Mr [redacted] confirms he received a $credit but no $credit and states that if applied he would be satisfied Frontier has reviewed these additional concerns and offers the following response: · Account review shows that the courtesy credit noted in Frontier previous response in the amount of $was issued on 7/22/after the 7/19/bill printedMr [redacted] will see the $credit reflected on his 8/19/billing statement 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 Sincerely, Frontier Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] disconnected her service after not being able to receive the speed she needed for her devices and being misinformed about Gift card requirementsAfter disconnecting her services she called to dispute her bill of $ Ms [redacted] states she was not advised she would be charged for the modem and the $ charge was in dispute as well Frontier has investigated the above statements and offers the following response: Frontier reviewed Ms [redacted] ’s account and it has been disconnected as of January 10, Frontier has credited Ms [redacted] for the modem $ and also for the dates she did not have service $ ( January to February 1)Frontier has spoken with Ms [redacted] and went over credits appliedMs [redacted] has paid her balance of $ for dates of service December 16, to January 9, 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] indicates that Frontier does not provide a refund in a timely mannerFrontier has investigated the above statements and offers the following response: Frontier’s policy is to issue a refund days from the date of service disconnection or termination This time period is required to ensure all outstanding charges or credits are posted to the closed account Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier advises that Mr [redacted] ’s account was terminated on July 28, 2017Frontier advises that once the refund has been processed, he will be able to request a refund via a check instead of a pre-paid card.Frontier spoke to Mr [redacted] on August 16, and advised of the above information 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 her bringing this matter to our attentionThe complaint states that: Ms [redacted] advises that due to service and billing issues she had with her Frontier television and Internet service that she requested to terminated her services with Frontier on June 11, Ms [redacted] advises Frontier did not disconnect her services and she continued to be billed by Frontier Frontier has investigated the above statements and offers the following response: Frontier made contact with Ms [redacted] on October 18, and advised her that we will be crediting her account back to June 11, We advised Ms [redacted] that the credit for service will apply on her final statement on October 25, 2016, and we provided Ms [redacted] with a direct point of contact should she have any further questions or concerns We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that he billed for services he does not have and service issues Frontier has investigated the above statements and offers the following response: Account research determined Mr [redacted] is billing for FiOS Internet 50/$50.00, Residence Line $31.00, Extended Metro Service $10.50, FiOs Quantum Gateway Router $9.99, FiOs TV Upgrade Charge $8.00, HD Multi Room DVR $19.99, Set top box $20.97, Playboy Channel $19.99, Too Much for TV Channel $14.99, FiOS TV Ultimate HD $93.99, FiOs TV Upgrade Charge $7.00, FiOS TV Upgrade Charge $and Movie Package $ This excludes ppv/vod charges, promotional discounts and applicable taxes and surcharges.Research failed to locate any trouble tickets for Mr***.Records show the last payment received was February 25, for $369.60.Account notes show on June 12, a Frontier representative attempted to assist Mr [redacted] with online account access, customer disconnected the online chat.Records show a onetime courtesy credit of $was applied to Mr***’s account.At this time Mr [redacted] has a balance of $payable and due A Frontier representative attempted unsuccessfully to reach Mr*** A contact letter was sentWe 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 Specialist: Amy B [redacted] Department: Consumer Relations
Tell us why her Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Original sales rep advised Mrs [redacted] that two channels she needs were going to be included in her quoted priceThey are notUpon calling customer service Mrs [redacted] could not get a resolution Frontier has investigated the above statements and offers the following response: Frontier apologizes for the mistake and after investigation agreed to credit months of the upgrade cost for upgrading to the appropriate package to fit the customer’s needsFrontier advised that if the customer chooses to cancel the service there will be no early 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