Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was charged $for the early termination fee on her statement dated September 13, This amount was a prorated charge to cover the monetary value of the $Visa Card.Ms [redacted] was charged a $programming fee that all consumer removing internet service are charged for the deactivation of the service.All other charges were for services from April 18, through September 5, and applicable late fees.Frontier finds that no credits are due to Ms [redacted] and the balance of $is valid 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 Frontier has contacted meA rep named April called me the day before my installThe statement they made is falseI was told I had service and went thru their verification deptI was on the phone for TWO HOURS!!They dropped the ball twiceWhen you setup a new account this information is what frontier checks for and I was told service is availableAll of sudden my area does not have TV serviceOnce again their verification deptconfirmed EVERTYTHING!!!! They wasted my timeThey need to re-train their customer service dept Regards, [redacted]
Thank you for referring the complaint of [redacted] our office for reviewWe appreciate bringing this matter being brought to our attentionThe Complaint states that: [redacted] advises he was billed an early termination fee Frontier account and was advised it would be credited Frontier has investigated the above statements and offers the following response:Records show Mr [redacted] was set up for auto renewal, which was scheduled on January 19, The notification was sent on monthly statements days prior under the "Need to Know" section of the statementRepair history shows trouble ticket [redacted] reported on March 17, The ticket was closed March 27, as closing ticket customer has pending port order.Records show service order [redacted] completed April 5, porting service to another provider.Records show on closing statement date May 1, previous balance $116.21, payments received thru 04/16/$116.21cr, balance forward $0.00, new charges $This includes pro rated disconnect charges and credits and an early termination fee of $200.00.Account research shows a credit of $was applied to the early termination fee on May 13, Records show the credit was deniedOn June 29, a credit was applied to the account for the early termination fee of $This will reflect in one to two bill cyclesShould a credit balance remain on the account a refund check will be sent within 7-business days followingA Frontier representative spoke with Mr [redacted] who indicated satisfaction with the resolutionWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matterFrontier Specialist: Amy B [redacted] Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] states that he is disputing the bill Mr [redacted] states that he declined the gift card; however, he was advised there is an early termination fee.Frontier has investigated the above statements and offers the following response:Frontier spoke with Mr [redacted] and advised we waived the early termination fee for the gift card that was not removed an error.Frontier applied a credit of $for the Internet installation fee; however, the connection fee for the phone was quoted correctly.Frontier bills a minimum of days for service; however, due to the service order error we are only billing for the nine days he had service as well as the phone line connection that was quoted.We applied a credit of $for the remaining days billed.The final balance due is $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 Regards, [redacted]
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 meIt is just frustrating that it took a complaint like this for them to get the appropriate person to find that my payment had been made and applied to the wrong account This was something that should have been resolved in the day investigation period they said it would take beginning November 30th And had this complaint not been made, I don't believe they would have found it, or acknowledged it at the least 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] advises that she was billed for Frontier services that were never installedMs [redacted] also advises she has received collections lettersFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on September 6, and determined that the Frontier services were billed in error Frontier advises that a credit adjustment has been applied to Ms***’s account to a zero balance 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing her bill for services from FrontierFrontier has investigated the above statements and offers the following response: Frontier reviewed Ms [redacted] ’s account and determined that, due to a system error, Ms [redacted] was billed for the wrong video package.Frontier advises that Ms [redacted] has terminated her Video and Phone services and has kept the internet service onlyFrontier advises that Ms [redacted] has accepted a new offer for internet service only.Frontier spoke to Ms [redacted] on May 1, and advise of the about information
The Complaint states that: Ms [redacted] upgraded the Internet speed and was then told it was not possibleFrontier has investigated the above statements and offers the following response: Frontier’s investigation determined that the central office equipment is at capacity and could not accommodate the additional bandwidth, Frontier spoke with Ms [redacted] to apologize for the situation , she is not satisfied with the findings
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises since the takeover of Frontier from AT&T the charges on his bills have been steadily rising without notice and the late charge fees have been doubling and tripling on the unpaid balances making it difficult to know what is actually owed.Mr [redacted] advises he would like a breakdown of his monthly chargesFrontier has investigated the above statements and offers the following response: Frontier investigated and found that the bill increase is due to late payments and getting billed a late charge the next month after no payment was received.Frontier emailed Mr [redacted] on January 3, a breakdown of his first bill statement with Frontier on November and the current December bill statement.Frontier advises that customers are advised of increases in charges on their monthly statement under customer talk on the bill statement.Frontier advises that Mr [redacted] has direct contact information if he should need anything furtherWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] P [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 been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.Mr [redacted] states he would like a better rate for his Internet serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestionCustomer location, customer equipment, and network interferenceCustomer speeds may vary over time.Frontier advises that it is continually working to improve its network and its customers’ experience; However, Frontier has no specific plans for upgrades in Mr [redacted] ’s area at this time.Frontier advises that Mr [redacted] pays $per month for his Frontier Internet serviceThe lowest price available.Frontier spoke with Mr [redacted] on November 18, about the above information.Frontier advises that it offers satellite Internet service as an alternate option for customers unable otherwise to receive Internet serviceMr [redacted] states he is not interested in the satellite Internet at this timeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
• Our records indicate on September 22, FiOS 150/internet, Ultimate TV and Quantum room package was added to his account as duplicate charges in error, totaling $in additional charges • October 16, an order was created to correct account and credited charges • We have made several unsuccessful attempts to reach customerEach time we call the number provided (###-###-####) to call Mr [redacted] we receive a recording stating the wireless customer is not available at this time”
Mr [redacted] did disconnect on 4/21/and did have a back balance in the amount of $at the time of disconnection.The final balance was $and was not paid until 10/7/Frontier did follow reporting practices as there was an outstanding balance.The credit report will be updated to reflect paid in full, however will still reflect a delinquent payment
Good Afternoon: Please see closureFrontier Communications 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] states she disconnected her services with Frontier and is being advised by Frontier that she will be billed $for a gift card promotion and a $disconnect fee and was never informed of this when she placed the order for new service Ms [redacted] is disputing the charges Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that services were disconnected on September 30, Frontier generated a closing statement on October 4, and Ms [redacted] was not charged a $fee, however, she was billed the residential broadband processing fee of $ Frontier applied a credit of $to the account on October 5, Frontier has attempted to contact Ms [redacted] to discuss her concerns Unfortunately, we have not been successful in our attempts Should Ms [redacted] wish to discuss this issue, we have left our direct contact information for her on her voice mailWe 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 Ms [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Ms [redacted] states she cancelled her High Speed Internet (HSI) within days after installationThe customer states she has been advised to disregard the bill, but the adjustments have not been appliedFrontier has investigated the above statement and offers the following response:Records indicate Ms [redacted] established HSI service on October 25, Frontier bills month in advance and also bills a minimum of daysWhen the December 2, bill generated it included prorated credit from November 24, Ms [redacted] was also charged $for the modemNotes indicate this charge was disputed and escalated within the business officeAn adjustment in the amount of $was applied to offset half of the modem costThere are no indications Ms [redacted] was advised to disregard her balanceA payment in the amount of $was posted on January 4, to clear the balance to zeroWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna CExecutive Customer Relations
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 have never received any messages in early October until an email received this morningThe recent issue I called this past weekend is completely unrelated to the bad customer service issue ocurring in August I sent a clarifying email with the same specifics written in this complaintIt appears that the business is confusing my recent tech support issue with the bad customer service issue occuring on August 26, I just would like this incident to be known so that myself or another customer doesn't have to go through this againThank you 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 Regards, [redacted] I REJECT THE REQUEST MADE BY FRONTIER, BASED ON THE FOLLOWING FACTS: I first spoke with MsAmanda @ Frontier Office of the President on 12/18/as she called me regarding my complaint with Revdex.comWith my agreement she arranged for technical support to call me on 12/22/ Mr Andrew from Technical Support called me as arranged and went through diagnostics (upon MsAmanda’s advise I had purchased an ethernet cable already) MrAndrew discovered that my Router is faulty as it was not accepting his commands and he arranged for a technician to come and replace it on 12/30/pmInstead of 12/30/their engineer arrived on 12/28/2017; totally unannounced and clearly unacceptableI even tried to do an in app chat with their customer services and technical departments to confirm my appointment for 12/30/17, but gave up as it was a long wait just to do a chat (see snapshots attached)Since then I have called several times and left messages for both MsAmanda and MrAndrew (please see attached snapshot) I always called Mr Andrew during his advised working hours, however I always got his voicemail and left messagesIn My last call to MsAmanda on 01/09/2018, I left a message informing her that these back and forth calls are not getting anywhere, therefore please communicate with me via my email which they have on my account ( [redacted] ), in the sane message I requested for the engineer to come on Friday 01/12/as I want my router replaced However, she did not call me back, neither arranged for an engineer to come and do the repairsFrontier has failed to inform Revdex.com that my router was tested to be faulty, basically meaning that I have been paying for service which I am not receiving as expected since 10/28/Frontier has also failed to clarify why my initial complaint to the presidents office has to this date not been acknowledged (regarding the poor service and injury caused by loose staples and the fact that other nut bolts and debris was left behind by their engineers)I totally refute their claim that I agreed to the installation in the bedroom, nobody in their senses would want the router in the bedroom! I was convinced by the engineer as he said that the frontier box is in the closet, hence he will put the router in the bedroom I asked him twice to put the router in the living room, but he said it will be ok as it’s a very good routerI find it very amusing, Fronteir is accepting what their engineer said, clearly he is not going to write in his report that I duped the customer by convincing her to have the router installed in the bedroomHow conveniently Frontier is ignoring the fact that if I was happy with the services and how the installation was done, I wouldn’t have called the very next (10/29/17) day to file a complaint, only to find out that my account doesn’t existBased on advise given by the customer services representative I then submitted a complaint online to their office of the president, they acknowledged however, to this date haven’t replied! (see attached snapshot)I refuse to call customer services or technical support as the calls take hour to be answered and even then they keep transferring calls to different departments, in simple words nobody helps and it is very stressful to be on the phone for more than an hour and not receive any support (see attached snapshot for calls made to Frontier with 1+ hour calls)Even their chat (within app) has a wait time of at least one hour (see the snapshot)I now want Frontier to communicate with me via my email: [redacted] , no more calls and missed calls and me leaving messages on their voicemail As I am fed up with their lies that I am not available to speak and resolve my complaintI am a person with disability and at present battling several health challenges, therefore I cannot take the stress Frontier is putting me through with extremely poor customer care, denying their errors and putting the blame on me for not resolving this issue? I demand a new router and installation to the living room (free of charge) I also demand refund of payments I have made for the service starting from 10/28/until the day this issue is resolved, as I have been paying for a service and not enjoying its use as expected Finally, I hope I have made myself absolutely clear, to resolve my complaint I want all Communications from Frontier to be done via email to my given email address Thanking you [redacted]
Thank you for referring the complaint of Sharon [redacted] to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that:Ms [redacted] ported her service to Time Warner on June 10, however Frontier continues to bill monthlyFrontier has investigated the above statements and offers the following response:Frontier found that the port to Time Warner did go through on June 10, 2016, a system issue prevented the order from posting which allowed the monthly charges to continueFrontier corrected this issue on August 31, and a follow up is set for September 25, to confirm that the appropriate credit is appliedFrontier spoke with Ms [redacted] to review this informationWe 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
November 15, Frontier spoke with Mrs [redacted] acknowledging her concerns via email, and we were able to change her billing cycle date to the 13th of every month; which will give her a due date on the 7th of every monthWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] Thank you for your effective intervention
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was charged $for the early termination fee on her statement dated September 13, This amount was a prorated charge to cover the monetary value of the $Visa Card.Ms [redacted] was charged a $programming fee that all consumer removing internet service are charged for the deactivation of the service.All other charges were for services from April 18, through September 5, and applicable late fees.Frontier finds that no credits are due to Ms [redacted] and the balance of $is valid 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 Frontier has contacted meA rep named April called me the day before my installThe statement they made is falseI was told I had service and went thru their verification deptI was on the phone for TWO HOURS!!They dropped the ball twiceWhen you setup a new account this information is what frontier checks for and I was told service is availableAll of sudden my area does not have TV serviceOnce again their verification deptconfirmed EVERTYTHING!!!! They wasted my timeThey need to re-train their customer service dept Regards, [redacted]
Thank you for referring the complaint of [redacted] our office for reviewWe appreciate bringing this matter being brought to our attentionThe Complaint states that: [redacted] advises he was billed an early termination fee Frontier account and was advised it would be credited Frontier has investigated the above statements and offers the following response:Records show Mr [redacted] was set up for auto renewal, which was scheduled on January 19, The notification was sent on monthly statements days prior under the "Need to Know" section of the statementRepair history shows trouble ticket [redacted] reported on March 17, The ticket was closed March 27, as closing ticket customer has pending port order.Records show service order [redacted] completed April 5, porting service to another provider.Records show on closing statement date May 1, previous balance $116.21, payments received thru 04/16/$116.21cr, balance forward $0.00, new charges $This includes pro rated disconnect charges and credits and an early termination fee of $200.00.Account research shows a credit of $was applied to the early termination fee on May 13, Records show the credit was deniedOn June 29, a credit was applied to the account for the early termination fee of $This will reflect in one to two bill cyclesShould a credit balance remain on the account a refund check will be sent within 7-business days followingA Frontier representative spoke with Mr [redacted] who indicated satisfaction with the resolutionWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matterFrontier Specialist: Amy B [redacted] Department: Consumer Relations
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] states that he is disputing the bill Mr [redacted] states that he declined the gift card; however, he was advised there is an early termination fee.Frontier has investigated the above statements and offers the following response:Frontier spoke with Mr [redacted] and advised we waived the early termination fee for the gift card that was not removed an error.Frontier applied a credit of $for the Internet installation fee; however, the connection fee for the phone was quoted correctly.Frontier bills a minimum of days for service; however, due to the service order error we are only billing for the nine days he had service as well as the phone line connection that was quoted.We applied a credit of $for the remaining days billed.The final balance due is $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 Regards, [redacted]
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 meIt is just frustrating that it took a complaint like this for them to get the appropriate person to find that my payment had been made and applied to the wrong account This was something that should have been resolved in the day investigation period they said it would take beginning November 30th And had this complaint not been made, I don't believe they would have found it, or acknowledged it at the least 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] advises that she was billed for Frontier services that were never installedMs [redacted] also advises she has received collections lettersFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on September 6, and determined that the Frontier services were billed in error Frontier advises that a credit adjustment has been applied to Ms***’s account to a zero balance 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing her bill for services from FrontierFrontier has investigated the above statements and offers the following response: Frontier reviewed Ms [redacted] ’s account and determined that, due to a system error, Ms [redacted] was billed for the wrong video package.Frontier advises that Ms [redacted] has terminated her Video and Phone services and has kept the internet service onlyFrontier advises that Ms [redacted] has accepted a new offer for internet service only.Frontier spoke to Ms [redacted] on May 1, and advise of the about information
The Complaint states that: Ms [redacted] upgraded the Internet speed and was then told it was not possibleFrontier has investigated the above statements and offers the following response: Frontier’s investigation determined that the central office equipment is at capacity and could not accommodate the additional bandwidth, Frontier spoke with Ms [redacted] to apologize for the situation , she is not satisfied with the findings
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises since the takeover of Frontier from AT&T the charges on his bills have been steadily rising without notice and the late charge fees have been doubling and tripling on the unpaid balances making it difficult to know what is actually owed.Mr [redacted] advises he would like a breakdown of his monthly chargesFrontier has investigated the above statements and offers the following response: Frontier investigated and found that the bill increase is due to late payments and getting billed a late charge the next month after no payment was received.Frontier emailed Mr [redacted] on January 3, a breakdown of his first bill statement with Frontier on November and the current December bill statement.Frontier advises that customers are advised of increases in charges on their monthly statement under customer talk on the bill statement.Frontier advises that Mr [redacted] has direct contact information if he should need anything furtherWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] P [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 been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.Mr [redacted] states he would like a better rate for his Internet serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestionCustomer location, customer equipment, and network interferenceCustomer speeds may vary over time.Frontier advises that it is continually working to improve its network and its customers’ experience; However, Frontier has no specific plans for upgrades in Mr [redacted] ’s area at this time.Frontier advises that Mr [redacted] pays $per month for his Frontier Internet serviceThe lowest price available.Frontier spoke with Mr [redacted] on November 18, about the above information.Frontier advises that it offers satellite Internet service as an alternate option for customers unable otherwise to receive Internet serviceMr [redacted] states he is not interested in the satellite Internet at this timeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
• Our records indicate on September 22, FiOS 150/internet, Ultimate TV and Quantum room package was added to his account as duplicate charges in error, totaling $in additional charges • October 16, an order was created to correct account and credited charges • We have made several unsuccessful attempts to reach customerEach time we call the number provided (###-###-####) to call Mr [redacted] we receive a recording stating the wireless customer is not available at this time”
Mr [redacted] did disconnect on 4/21/and did have a back balance in the amount of $at the time of disconnection.The final balance was $and was not paid until 10/7/Frontier did follow reporting practices as there was an outstanding balance.The credit report will be updated to reflect paid in full, however will still reflect a delinquent payment
Good Afternoon: Please see closureFrontier Communications 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] states she disconnected her services with Frontier and is being advised by Frontier that she will be billed $for a gift card promotion and a $disconnect fee and was never informed of this when she placed the order for new service Ms [redacted] is disputing the charges Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that services were disconnected on September 30, Frontier generated a closing statement on October 4, and Ms [redacted] was not charged a $fee, however, she was billed the residential broadband processing fee of $ Frontier applied a credit of $to the account on October 5, Frontier has attempted to contact Ms [redacted] to discuss her concerns Unfortunately, we have not been successful in our attempts Should Ms [redacted] wish to discuss this issue, we have left our direct contact information for her on her voice mailWe 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 Ms [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Ms [redacted] states she cancelled her High Speed Internet (HSI) within days after installationThe customer states she has been advised to disregard the bill, but the adjustments have not been appliedFrontier has investigated the above statement and offers the following response:Records indicate Ms [redacted] established HSI service on October 25, Frontier bills month in advance and also bills a minimum of daysWhen the December 2, bill generated it included prorated credit from November 24, Ms [redacted] was also charged $for the modemNotes indicate this charge was disputed and escalated within the business officeAn adjustment in the amount of $was applied to offset half of the modem costThere are no indications Ms [redacted] was advised to disregard her balanceA payment in the amount of $was posted on January 4, to clear the balance to zeroWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna CExecutive Customer Relations
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 have never received any messages in early October until an email received this morningThe recent issue I called this past weekend is completely unrelated to the bad customer service issue ocurring in August I sent a clarifying email with the same specifics written in this complaintIt appears that the business is confusing my recent tech support issue with the bad customer service issue occuring on August 26, I just would like this incident to be known so that myself or another customer doesn't have to go through this againThank you 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 Regards, [redacted] I REJECT THE REQUEST MADE BY FRONTIER, BASED ON THE FOLLOWING FACTS: I first spoke with MsAmanda @ Frontier Office of the President on 12/18/as she called me regarding my complaint with Revdex.comWith my agreement she arranged for technical support to call me on 12/22/ Mr Andrew from Technical Support called me as arranged and went through diagnostics (upon MsAmanda’s advise I had purchased an ethernet cable already) MrAndrew discovered that my Router is faulty as it was not accepting his commands and he arranged for a technician to come and replace it on 12/30/pmInstead of 12/30/their engineer arrived on 12/28/2017; totally unannounced and clearly unacceptableI even tried to do an in app chat with their customer services and technical departments to confirm my appointment for 12/30/17, but gave up as it was a long wait just to do a chat (see snapshots attached)Since then I have called several times and left messages for both MsAmanda and MrAndrew (please see attached snapshot) I always called Mr Andrew during his advised working hours, however I always got his voicemail and left messagesIn My last call to MsAmanda on 01/09/2018, I left a message informing her that these back and forth calls are not getting anywhere, therefore please communicate with me via my email which they have on my account ( [redacted] ), in the sane message I requested for the engineer to come on Friday 01/12/as I want my router replaced However, she did not call me back, neither arranged for an engineer to come and do the repairsFrontier has failed to inform Revdex.com that my router was tested to be faulty, basically meaning that I have been paying for service which I am not receiving as expected since 10/28/Frontier has also failed to clarify why my initial complaint to the presidents office has to this date not been acknowledged (regarding the poor service and injury caused by loose staples and the fact that other nut bolts and debris was left behind by their engineers)I totally refute their claim that I agreed to the installation in the bedroom, nobody in their senses would want the router in the bedroom! I was convinced by the engineer as he said that the frontier box is in the closet, hence he will put the router in the bedroom I asked him twice to put the router in the living room, but he said it will be ok as it’s a very good routerI find it very amusing, Fronteir is accepting what their engineer said, clearly he is not going to write in his report that I duped the customer by convincing her to have the router installed in the bedroomHow conveniently Frontier is ignoring the fact that if I was happy with the services and how the installation was done, I wouldn’t have called the very next (10/29/17) day to file a complaint, only to find out that my account doesn’t existBased on advise given by the customer services representative I then submitted a complaint online to their office of the president, they acknowledged however, to this date haven’t replied! (see attached snapshot)I refuse to call customer services or technical support as the calls take hour to be answered and even then they keep transferring calls to different departments, in simple words nobody helps and it is very stressful to be on the phone for more than an hour and not receive any support (see attached snapshot for calls made to Frontier with 1+ hour calls)Even their chat (within app) has a wait time of at least one hour (see the snapshot)I now want Frontier to communicate with me via my email: [redacted] , no more calls and missed calls and me leaving messages on their voicemail As I am fed up with their lies that I am not available to speak and resolve my complaintI am a person with disability and at present battling several health challenges, therefore I cannot take the stress Frontier is putting me through with extremely poor customer care, denying their errors and putting the blame on me for not resolving this issue? I demand a new router and installation to the living room (free of charge) I also demand refund of payments I have made for the service starting from 10/28/until the day this issue is resolved, as I have been paying for a service and not enjoying its use as expected Finally, I hope I have made myself absolutely clear, to resolve my complaint I want all Communications from Frontier to be done via email to my given email address Thanking you [redacted]
Thank you for referring the complaint of Sharon [redacted] to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that:Ms [redacted] ported her service to Time Warner on June 10, however Frontier continues to bill monthlyFrontier has investigated the above statements and offers the following response:Frontier found that the port to Time Warner did go through on June 10, 2016, a system issue prevented the order from posting which allowed the monthly charges to continueFrontier corrected this issue on August 31, and a follow up is set for September 25, to confirm that the appropriate credit is appliedFrontier spoke with Ms [redacted] to review this informationWe 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
November 15, Frontier spoke with Mrs [redacted] acknowledging her concerns via email, and we were able to change her billing cycle date to the 13th of every month; which will give her a due date on the 7th of every monthWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] Thank you for your effective intervention