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
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] is disputing the $ Regional Sport Network fee, Ms [redacted] advises she was told it was for a charity Frontier has investigated the above statements and offers the following response: Frontier advises the Regional Sport Network fee is not for a charity, it is a fee that due to contractual obligations requires Frontier to offer multiple sports networks in your locationThe station providers charge the rates to the TV providers for carrying their stationsThis fee helps to cover the high costs Frontier pays to Regional Sports Networks to deliver professional and collegiate sports programming in each local team's territoryFrontier advises our Local TV packages do not carry that fee as there are no Sport Network channels on those packages.Frontier was unsuccessful in reaching Ms [redacted] thru phone and email contact We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that on May 30, he called Frontier to request a disconnection of service effective June 30, Mr [redacted] states that he continues to get billed for the terminated services Frontier has investigated the above statements and offers the following response: On May 25, Mr [redacted] requested that his services be disconnected effective July 1, 2017.On July 3, 2017, Mr [redacted] contacted Frontier to advise that his Frontier service was still working After reviewing his account, it was found that due to a system issue, the disconnect order did not get processed on May 25thOn July 3rd, a disconnect order was placed with an effective date of June 30th On June 10th, prior to Mr***’s disconnect date of June 30th, his monthly bill was generated as Frontier services are billed one month in advance.On July 10th, a final bill was generated reflecting credit for services not rendered July 1st through July 9th Subsequently, the balance for $was for services rendered from June 10th through June 30th, plus a Frontier Broadband Processing fee as it relates to Frontier’s terms of service We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Carla P [redacted] Department: Customer Relations
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
Frontier apologizes for this miscommunicationWe have contacted our Marketing Director to have all mailing, phone calls etc stopped for Ms [redacted] This process can take approximately 15-days
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] called in for phone and Internet under $a month Bills were higher than expectedMs [redacted] Promised bill would be lowered to quoted priceMs [redacted] was not advised of commitment with gift card Frontier has investigated the above statements and offers the following response: Frontier has found that incorrect pricing information was given to Ms [redacted] resulting in a bill higher than expected The Consultant has been addressed and retrained on the correct process on a go forward basis.On January 9, another Representative added a discount code of $and advised Ms [redacted] this would lower her bill This code did not work.On January 9, a credit was applied for $to bring Ms [redacted] ’s billing down to the quoted price.On May 1, a Frontier Representative credited $to the honor once again the misquote Frontier has emailed Ms [redacted] a bill copy explaining that credits were applied after bill statement was created.A Frontier Representative will issue a credit of $each month to honor the pricing that Ms [redacted] was promised.Ms [redacted] did not accept the Gift card so there is not a commitment on her accountMs [redacted] has direct contact information if she has any further questions or concernsWe 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 find that this resolution is satisfactory to me only from the standpoint that it is useless to keep arguing with them because they don't listen and don't care that I have been a customer since they took over the business I will Never do business with them again that is for sure This is the SECOND time I have had them tell me one thing then do another 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] states that new service was ordered for internet service and due dated for October 30, [redacted] states that on October ,he installed the internet since he has his own router and no tech was needed [redacted] states he was billed a installation charge that he would like creditFrontier has investigated the above statements and offers the following response: Frontier review the account and the promotion that was offered has a internet activation and installation fee which was billed.Frontier advises that part of the cost is for the startup of the internet service it also includes a technician to come out and install new service.Frontier advise the charges is valid and is part of the terms of the promotion.Frontier called and left a message to review the caseWe 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
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]
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
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was quoted $per month including taxes for her Frontier servicesMs [redacted] advises that she has called in every month and the issue is never resolvedMs [redacted] advises that Frontier should honor the quoted price and remove the balance on her billFrontier has investigated the above statements and offers the following response: Frontier has investigated Ms***’s account and determined the original package price was misquoted and incorrectly billed on the February, March and April bill statements Frontier advises that the promotional discounts were corrected through a routine audit Frontier advises the correct package price for the products subscribed to is $plus taxes and surcharges Frontier spoke to Ms [redacted] on February 19, to advise of the above information
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: ###-###-####
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]
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
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] is stating he is paying for 50Mbps internet speed and only receiving 8.8Mbps after speed test for the last months.Frontier has investigated the above statements and offers the following response:Frontier has investigated Mr [redacted] account and determined that due to a surplus of WIFI traffic in the home or immediate area, WIFI network congestion could be affecting Internet service speeds.Frontier advises that plugging devices directly into the router through a wired connection for accurate speed testOur records reflect customer reported the slow internet speed on 10/24/and tech was dispatched to customer’s location.Customer advised tech that services were fine.We have tried on several occasion to contact customer to assist with speed test to confirm accuracy of speedOur records also show that a credit of $has been issued toward the customer account as a courtesy.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####
Frontier CommunicationsCustomer Name: [redacted] Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that: Ms [redacted] expressed dissatisfaction with the transition from Verizon to Frontier Ms [redacted] advises she was not notified about the transition Ms [redacted] advises she experienced an interruption of services with no resolutionMs [redacted] advises she cancelled her servicesFrontier has investigated the above statements and offers the following response:Frontier’s review found that Ms [redacted] has disconnected service and we are unable to determine what caused the service interruption or address her concerns.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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she cancelled service prior to the Verizon to Frontier conversion and is not being billed for service Frontier has investigated the above statements and offers the following response: Research determined the voice and High speed internet services were discontinued in February 2016.A system error caused Ms [redacted] to receive statements which reflected a balance due of $167.78.On August 16, a credit totaling $was applied to the account bringing the balance to zeroThis should reflect in one to two bill cycles A Frontier representative spoke with [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 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
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
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
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] is disputing the $ Regional Sport Network fee, Ms [redacted] advises she was told it was for a charity Frontier has investigated the above statements and offers the following response: Frontier advises the Regional Sport Network fee is not for a charity, it is a fee that due to contractual obligations requires Frontier to offer multiple sports networks in your locationThe station providers charge the rates to the TV providers for carrying their stationsThis fee helps to cover the high costs Frontier pays to Regional Sports Networks to deliver professional and collegiate sports programming in each local team's territoryFrontier advises our Local TV packages do not carry that fee as there are no Sport Network channels on those packages.Frontier was unsuccessful in reaching Ms [redacted] thru phone and email contact We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that on May 30, he called Frontier to request a disconnection of service effective June 30, Mr [redacted] states that he continues to get billed for the terminated services Frontier has investigated the above statements and offers the following response: On May 25, Mr [redacted] requested that his services be disconnected effective July 1, 2017.On July 3, 2017, Mr [redacted] contacted Frontier to advise that his Frontier service was still working After reviewing his account, it was found that due to a system issue, the disconnect order did not get processed on May 25thOn July 3rd, a disconnect order was placed with an effective date of June 30th On June 10th, prior to Mr***’s disconnect date of June 30th, his monthly bill was generated as Frontier services are billed one month in advance.On July 10th, a final bill was generated reflecting credit for services not rendered July 1st through July 9th Subsequently, the balance for $was for services rendered from June 10th through June 30th, plus a Frontier Broadband Processing fee as it relates to Frontier’s terms of service We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Carla P [redacted] Department: Customer Relations
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
Frontier apologizes for this miscommunicationWe have contacted our Marketing Director to have all mailing, phone calls etc stopped for Ms [redacted] This process can take approximately 15-days
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] called in for phone and Internet under $a month Bills were higher than expectedMs [redacted] Promised bill would be lowered to quoted priceMs [redacted] was not advised of commitment with gift card Frontier has investigated the above statements and offers the following response: Frontier has found that incorrect pricing information was given to Ms [redacted] resulting in a bill higher than expected The Consultant has been addressed and retrained on the correct process on a go forward basis.On January 9, another Representative added a discount code of $and advised Ms [redacted] this would lower her bill This code did not work.On January 9, a credit was applied for $to bring Ms [redacted] ’s billing down to the quoted price.On May 1, a Frontier Representative credited $to the honor once again the misquote Frontier has emailed Ms [redacted] a bill copy explaining that credits were applied after bill statement was created.A Frontier Representative will issue a credit of $each month to honor the pricing that Ms [redacted] was promised.Ms [redacted] did not accept the Gift card so there is not a commitment on her accountMs [redacted] has direct contact information if she has any further questions or concernsWe 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 find that this resolution is satisfactory to me only from the standpoint that it is useless to keep arguing with them because they don't listen and don't care that I have been a customer since they took over the business I will Never do business with them again that is for sure This is the SECOND time I have had them tell me one thing then do another 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] states that new service was ordered for internet service and due dated for October 30, [redacted] states that on October ,he installed the internet since he has his own router and no tech was needed [redacted] states he was billed a installation charge that he would like creditFrontier has investigated the above statements and offers the following response: Frontier review the account and the promotion that was offered has a internet activation and installation fee which was billed.Frontier advises that part of the cost is for the startup of the internet service it also includes a technician to come out and install new service.Frontier advise the charges is valid and is part of the terms of the promotion.Frontier called and left a message to review the caseWe 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
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]
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
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was quoted $per month including taxes for her Frontier servicesMs [redacted] advises that she has called in every month and the issue is never resolvedMs [redacted] advises that Frontier should honor the quoted price and remove the balance on her billFrontier has investigated the above statements and offers the following response: Frontier has investigated Ms***’s account and determined the original package price was misquoted and incorrectly billed on the February, March and April bill statements Frontier advises that the promotional discounts were corrected through a routine audit Frontier advises the correct package price for the products subscribed to is $plus taxes and surcharges Frontier spoke to Ms [redacted] on February 19, to advise of the above information
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: ###-###-####
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]
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
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] is stating he is paying for 50Mbps internet speed and only receiving 8.8Mbps after speed test for the last months.Frontier has investigated the above statements and offers the following response:Frontier has investigated Mr [redacted] account and determined that due to a surplus of WIFI traffic in the home or immediate area, WIFI network congestion could be affecting Internet service speeds.Frontier advises that plugging devices directly into the router through a wired connection for accurate speed testOur records reflect customer reported the slow internet speed on 10/24/and tech was dispatched to customer’s location.Customer advised tech that services were fine.We have tried on several occasion to contact customer to assist with speed test to confirm accuracy of speedOur records also show that a credit of $has been issued toward the customer account as a courtesy.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####
Frontier CommunicationsCustomer Name: [redacted] Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that: Ms [redacted] expressed dissatisfaction with the transition from Verizon to Frontier Ms [redacted] advises she was not notified about the transition Ms [redacted] advises she experienced an interruption of services with no resolutionMs [redacted] advises she cancelled her servicesFrontier has investigated the above statements and offers the following response:Frontier’s review found that Ms [redacted] has disconnected service and we are unable to determine what caused the service interruption or address her concerns.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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she cancelled service prior to the Verizon to Frontier conversion and is not being billed for service Frontier has investigated the above statements and offers the following response: Research determined the voice and High speed internet services were discontinued in February 2016.A system error caused Ms [redacted] to receive statements which reflected a balance due of $167.78.On August 16, a credit totaling $was applied to the account bringing the balance to zeroThis should reflect in one to two bill cycles A Frontier representative spoke with [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 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
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