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 experienced service issues during the transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on September 13, and arranged a technician visit for September 14, Frontier records show the repair was completed as of September 14, all services are documented to be workingFrontier has made several attempts to contact Mr [redacted] to ensure satisfaction but has been unsuccessful in speaking with him.Frontier has mailed Mr [redacted] a letter with direct contact information if he needs any additional assistance 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 find that this resolution is satisfactory to me I was not asking for a credit for poor customer service.TO MAKE MY COMPLAINT CLEAR : I was only asking for Frontier to honor the original offer since my first phone call to them which was provided to me by their customer service repr .I was only told after numerous phone calls to them that the information their customer service representative gave me was incorrect, and they even disconnected my phone originally without my consent.So glad I don't have to deal with Frontier anymore.Hopefully, My last bill will show the above-mentioned creditIf not, I will be contacting your office.Thank you 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 me Regards, [redacted] Thank you for your effective intervention
Frontier has investigated the above statements and offers the following response: Frontier has review Ms [redacted] ’s account and verified that the equipment was returned to our Kentucky facility Frontier has issued a credit to Ms [redacted] ’s account in the amount of $plus applicable taxesAlso Frontier has issued three late payment fee credits since the account was in dispute Ms [redacted] has requested to cancel the remaining service – phone – effective immediately starting with the October billing statement Frontier will submit the request to cancel services and update Ms [redacted] once it is finalized We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of [redacted] ***- [redacted] to our office for reviewWe appreciate you bringing this matter to our attention Mr***- [redacted] advised that he reviewed his account and do not see where the credit in the amount of $has posted Mr***- [redacted] contacted Frontier Communications regarding the above concerns and spoke with a Frontier Communications Supervisor who has issued the credit adjustment in the amount of $274.30The $credit was issued on December 4, This credit was not issued in a lump sum but in multiple credits to total $The credits should be reflective on the customer’s December 26, billing statement We trust 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
Frontier has reviewed the account of [redacted] and finds that service was installed with phone and internet on 2/12/16.The customer did make contact with Frontier to have the phone plan removed however this was not done at the time as the account was temporarily disconnected for nonpayment as the first payment made on the account was not until 5/20/16.The phone plan was removed on 10/11/16.Customer was charged for months of phone service at the rate of $totaling $247.92.Customer was issued a total of $in manual adjustments to offset these charges as well as prorations on the 11/1/billing statement in the amount of $21.69.Frontier has record of three payments made on this account in the amounts of $145.00, $and $100.00, leaving and accurate balance in the amount of $201.31.All credits for the phone service have been issued and no further credits are warranted.Frontier does apologize for any miscommunication or inconvenience caused
The phone cable in the area has been cut on multiple occasions due to road work going on in the area.Frontier issued a credit for time out of service to Ms [redacted] 's account.Frontier has made several attempts to reach Ms [redacted] , unfortunately, our attempts have been unsuccessfulFrontier sent Ms [redacted] a letter to contact Frontier if she has any further questions or concerns
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
Customer upset with overall experiences with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises the reversal for $has been scheduled and can take up to to business days to finalize.Frontier spoke with the customer and apologized for any inconvenience this may have caused
Frontier CommunicationsComplaint Rebuttal: Company Code: N/ACustomer Name: [redacted] Phone: 828-586-0467Thank 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 moved and was scheduled for service that missed six appointments.He is requesting to have his service reinstalled at the new location.Frontier has investigated the above statements and offers the following response:Frontier attempts to have all customers back in service as fast as possible, and apologizes for any inconvenience that this may have caused.Frontier apologizes and will continue to explore options to ensure a consistently positive service experience for our customers and apologize for the inconvenience.In regards to the move and two missed appointments a $credit has been applied to the account and will reflect within to days.The effective disconnect date at the old residence was June 21, Please allow to days for prorated credits due to cancelled service and inactive service at the new location.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] and Mrs [redacted] has experienced as a result of the above matter.Frontier Specialist: Bridget G*** Department: Executive Relations
If this needs to be an individual situation resolution I would like Frontier to do whatever is required to ensure that the QOS they advertise and provision to my address is in fact provisioned and available They advertise 6Mb service, they claim I am to be provisioned for 3.2Mb of service, my actual connection is 2.6Mb, and using their measurement tools on a GOOD day I see around 1.8Mb of service Minimally I should reliably expect the "provisioned" rate of 3.2Mb of service, even though they continue to charge me for their advertised rate of 6Mb A reliable 3.2Mb QOS on service would satisfy my current complaint.I still maintain that this issue is larger than just me however It is my understanding that Frontier is not accepting any new customers in my area It is further my understanding that others in my area have the SAME issue and Frontier is doing nothing to address any of their customers concerns in this area.Sincerely and respectfully, [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 me I very much appreciate your help in giving this matter attention! Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] got a bill and it said that she had until November 18, to pay it, but they terminated her serviceShe states she never received a bill for October and was planning on paying her bill on November 17, She states that Frontier disconnected her Internet way before the bill was dueShe states she never received a bill stating it would be turned off if not paidThey would not give her an extension on her bill when she called in Frontier has investigated the above statements and offers the following response: Ms [redacted] started service with Frontier on August 3, Frontier mailed a bill to Ms [redacted] on September 1, which was due on September 26, Frontier did not receive a paymentFrontier sent Ms [redacted] her second bill on October 1, and that was due October 25, Frontier did not receive a payment for that bill as wellFrontier mailed a disconnect notice to Ms [redacted] on October 3, for a payment of $due no later than October 18, Frontier did not receive that paymentOn November 7, Frontier still had not received a payment from the customer so they temporarily disconnected her servicesFrontier advised Ms [redacted] she would have to pay $to have her service reconnectedFrontier has attempted to contact Ms [redacted] at her can be reach number she supplied in her complaint [redacted] ,but the number says it cannot be reachedFrontier has sent Ms [redacted] a call me letter as well We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and 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]
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 belowFrontier Communications response does not address the assurance I received upon installation of ONT, that it would be removed cost free upon no longer using the services of VerizonAdditionally, nothing has been expressed to address the cause of my services being suddenly terminated on 8/7/2016, despite my account not being delinquent and my bill being paid in advance well into September of 2016, hence the credit of $I therefore requested Frontier Communications mail me my credit, as their offer is most unsatisfactory and lacks substance and merit 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 After our phone was turned back on, the voice mail immediately stopped working, which obviously results in missed reservations and our in ability to speak with guests that may have special requests or complaintsWe've called numerous times and were told someone would be out to check on the problem and fix it, they never showed We still have no voicemail Regards, [redacted]
Customer expressed concern with recent changes made with Frontier Frontier has investigated the above statements and offers the following response: Frontier has investigated the customer ’s account and determined the customer recently added High Speed Internet.Frontier discussed this with the customer to resolve
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: [redacted] stated that they did receive their Amazon promotional gift card.Frontier has investigated the above statements and offers the following response:Frontier confirmed Mr [redacted] qualified for a promotion that includes an Amazon gift card.On August 9, Frontier spoke with [redacted] and apologized about issuesFrontier advised that the card is being emailed out and he will receive it shortlyWe trust that this information will assist you in closing this complaint We apologize for any inconvenience the customer has experienced as a result of the above matter.Frontier Specialist: Mark S [redacted] Department: Customer RelationsTelephone Number: ###-###-####
Frontier has reviewed the account and advises that on August 9, an order was placed to add the Unlimited Feature package for $per month A review of the call found that the representative advised that they could double the Internet speed for $more or quadruple for $more per month; however Mrs [redacted] declined the offer to upgrade Frontier advises that on September 1st Mrs [redacted] called stating that they upgraded the Internet service and wanted to make sure that voice mail was removed The representative verified that voice mail is not on the account and placed order # [redacted] to upgrade from Broadband Max to Broadband Ultra service effective September 2nd The September 5th bill reflects a balance of $with includes a credit balance from previous telephone number ###-###-####, prorated charges for the new telephone number ###-###-#### as well as the upgrade to Broadband Ultra service A review of the bill found that the customer did not receive the applicable promotional credits on the Broadband services The October 5th bill reflects a balance of $which includes an unpaid amount of $from the September bill and current charges of $ A review of the bill found that the customer did not receive the applicable promotional credit on the Broadband service and was billed a late payment fee Mrs [redacted] called on October 10th in regards to her bills being higher than quoted The representative reviewed the bills; advised of the missing promotion; issued a credit of $60; and placed an order to add the promotion An additional credit of $was applied to the account for the September bill for the prorated charges and missing promotion on the Broadband Max service The account currently reflects a balance due of $for the October bill statement Contact was made with Mrs [redacted] on October 14th to review the above Frontier will monitor the bill going forward to ensure that the bill reflects the rate quoted
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] for bringing this matter to our attention The Complaint states that: Customer advised that she was quoted per month for internet servicesWhen she received her billing the pricing was incorrect Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and did see where the customers billing is incorrectFrontier then went into the account and fixed the billing errorCredits were placed on the customer’s 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
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 experienced service issues during the transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on September 13, and arranged a technician visit for September 14, Frontier records show the repair was completed as of September 14, all services are documented to be workingFrontier has made several attempts to contact Mr [redacted] to ensure satisfaction but has been unsuccessful in speaking with him.Frontier has mailed Mr [redacted] a letter with direct contact information if he needs any additional assistance 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 find that this resolution is satisfactory to me I was not asking for a credit for poor customer service.TO MAKE MY COMPLAINT CLEAR : I was only asking for Frontier to honor the original offer since my first phone call to them which was provided to me by their customer service repr .I was only told after numerous phone calls to them that the information their customer service representative gave me was incorrect, and they even disconnected my phone originally without my consent.So glad I don't have to deal with Frontier anymore.Hopefully, My last bill will show the above-mentioned creditIf not, I will be contacting your office.Thank you 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 me Regards, [redacted] Thank you for your effective intervention
Frontier has investigated the above statements and offers the following response: Frontier has review Ms [redacted] ’s account and verified that the equipment was returned to our Kentucky facility Frontier has issued a credit to Ms [redacted] ’s account in the amount of $plus applicable taxesAlso Frontier has issued three late payment fee credits since the account was in dispute Ms [redacted] has requested to cancel the remaining service – phone – effective immediately starting with the October billing statement Frontier will submit the request to cancel services and update Ms [redacted] once it is finalized We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of [redacted] ***- [redacted] to our office for reviewWe appreciate you bringing this matter to our attention Mr***- [redacted] advised that he reviewed his account and do not see where the credit in the amount of $has posted Mr***- [redacted] contacted Frontier Communications regarding the above concerns and spoke with a Frontier Communications Supervisor who has issued the credit adjustment in the amount of $274.30The $credit was issued on December 4, This credit was not issued in a lump sum but in multiple credits to total $The credits should be reflective on the customer’s December 26, billing statement We trust 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
Frontier has reviewed the account of [redacted] and finds that service was installed with phone and internet on 2/12/16.The customer did make contact with Frontier to have the phone plan removed however this was not done at the time as the account was temporarily disconnected for nonpayment as the first payment made on the account was not until 5/20/16.The phone plan was removed on 10/11/16.Customer was charged for months of phone service at the rate of $totaling $247.92.Customer was issued a total of $in manual adjustments to offset these charges as well as prorations on the 11/1/billing statement in the amount of $21.69.Frontier has record of three payments made on this account in the amounts of $145.00, $and $100.00, leaving and accurate balance in the amount of $201.31.All credits for the phone service have been issued and no further credits are warranted.Frontier does apologize for any miscommunication or inconvenience caused
The phone cable in the area has been cut on multiple occasions due to road work going on in the area.Frontier issued a credit for time out of service to Ms [redacted] 's account.Frontier has made several attempts to reach Ms [redacted] , unfortunately, our attempts have been unsuccessfulFrontier sent Ms [redacted] a letter to contact Frontier if she has any further questions or concerns
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
Customer upset with overall experiences with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises the reversal for $has been scheduled and can take up to to business days to finalize.Frontier spoke with the customer and apologized for any inconvenience this may have caused
Frontier CommunicationsComplaint Rebuttal: Company Code: N/ACustomer Name: [redacted] Phone: 828-586-0467Thank 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 moved and was scheduled for service that missed six appointments.He is requesting to have his service reinstalled at the new location.Frontier has investigated the above statements and offers the following response:Frontier attempts to have all customers back in service as fast as possible, and apologizes for any inconvenience that this may have caused.Frontier apologizes and will continue to explore options to ensure a consistently positive service experience for our customers and apologize for the inconvenience.In regards to the move and two missed appointments a $credit has been applied to the account and will reflect within to days.The effective disconnect date at the old residence was June 21, Please allow to days for prorated credits due to cancelled service and inactive service at the new location.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] and Mrs [redacted] has experienced as a result of the above matter.Frontier Specialist: Bridget G*** Department: Executive Relations
If this needs to be an individual situation resolution I would like Frontier to do whatever is required to ensure that the QOS they advertise and provision to my address is in fact provisioned and available They advertise 6Mb service, they claim I am to be provisioned for 3.2Mb of service, my actual connection is 2.6Mb, and using their measurement tools on a GOOD day I see around 1.8Mb of service Minimally I should reliably expect the "provisioned" rate of 3.2Mb of service, even though they continue to charge me for their advertised rate of 6Mb A reliable 3.2Mb QOS on service would satisfy my current complaint.I still maintain that this issue is larger than just me however It is my understanding that Frontier is not accepting any new customers in my area It is further my understanding that others in my area have the SAME issue and Frontier is doing nothing to address any of their customers concerns in this area.Sincerely and respectfully, [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 me I very much appreciate your help in giving this matter attention! Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] got a bill and it said that she had until November 18, to pay it, but they terminated her serviceShe states she never received a bill for October and was planning on paying her bill on November 17, She states that Frontier disconnected her Internet way before the bill was dueShe states she never received a bill stating it would be turned off if not paidThey would not give her an extension on her bill when she called in Frontier has investigated the above statements and offers the following response: Ms [redacted] started service with Frontier on August 3, Frontier mailed a bill to Ms [redacted] on September 1, which was due on September 26, Frontier did not receive a paymentFrontier sent Ms [redacted] her second bill on October 1, and that was due October 25, Frontier did not receive a payment for that bill as wellFrontier mailed a disconnect notice to Ms [redacted] on October 3, for a payment of $due no later than October 18, Frontier did not receive that paymentOn November 7, Frontier still had not received a payment from the customer so they temporarily disconnected her servicesFrontier advised Ms [redacted] she would have to pay $to have her service reconnectedFrontier has attempted to contact Ms [redacted] at her can be reach number she supplied in her complaint [redacted] ,but the number says it cannot be reachedFrontier has sent Ms [redacted] a call me letter as well We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and 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]
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 belowFrontier Communications response does not address the assurance I received upon installation of ONT, that it would be removed cost free upon no longer using the services of VerizonAdditionally, nothing has been expressed to address the cause of my services being suddenly terminated on 8/7/2016, despite my account not being delinquent and my bill being paid in advance well into September of 2016, hence the credit of $I therefore requested Frontier Communications mail me my credit, as their offer is most unsatisfactory and lacks substance and merit 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 After our phone was turned back on, the voice mail immediately stopped working, which obviously results in missed reservations and our in ability to speak with guests that may have special requests or complaintsWe've called numerous times and were told someone would be out to check on the problem and fix it, they never showed We still have no voicemail Regards, [redacted]
Customer expressed concern with recent changes made with Frontier Frontier has investigated the above statements and offers the following response: Frontier has investigated the customer ’s account and determined the customer recently added High Speed Internet.Frontier discussed this with the customer to resolve
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: [redacted] stated that they did receive their Amazon promotional gift card.Frontier has investigated the above statements and offers the following response:Frontier confirmed Mr [redacted] qualified for a promotion that includes an Amazon gift card.On August 9, Frontier spoke with [redacted] and apologized about issuesFrontier advised that the card is being emailed out and he will receive it shortlyWe trust that this information will assist you in closing this complaint We apologize for any inconvenience the customer has experienced as a result of the above matter.Frontier Specialist: Mark S [redacted] Department: Customer RelationsTelephone Number: ###-###-####
Frontier has reviewed the account and advises that on August 9, an order was placed to add the Unlimited Feature package for $per month A review of the call found that the representative advised that they could double the Internet speed for $more or quadruple for $more per month; however Mrs [redacted] declined the offer to upgrade Frontier advises that on September 1st Mrs [redacted] called stating that they upgraded the Internet service and wanted to make sure that voice mail was removed The representative verified that voice mail is not on the account and placed order # [redacted] to upgrade from Broadband Max to Broadband Ultra service effective September 2nd The September 5th bill reflects a balance of $with includes a credit balance from previous telephone number ###-###-####, prorated charges for the new telephone number ###-###-#### as well as the upgrade to Broadband Ultra service A review of the bill found that the customer did not receive the applicable promotional credits on the Broadband services The October 5th bill reflects a balance of $which includes an unpaid amount of $from the September bill and current charges of $ A review of the bill found that the customer did not receive the applicable promotional credit on the Broadband service and was billed a late payment fee Mrs [redacted] called on October 10th in regards to her bills being higher than quoted The representative reviewed the bills; advised of the missing promotion; issued a credit of $60; and placed an order to add the promotion An additional credit of $was applied to the account for the September bill for the prorated charges and missing promotion on the Broadband Max service The account currently reflects a balance due of $for the October bill statement Contact was made with Mrs [redacted] on October 14th to review the above Frontier will monitor the bill going forward to ensure that the bill reflects the rate quoted
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] for bringing this matter to our attention The Complaint states that: Customer advised that she was quoted per month for internet servicesWhen she received her billing the pricing was incorrect Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and did see where the customers billing is incorrectFrontier then went into the account and fixed the billing errorCredits were placed on the customer’s 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