Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] states she was not informed of potential repair fees by Frontier to repair her service Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it our records indicate on July 5, a Frontier technician repaired service inside the homeFrontier advises that when a repair is done in the home to wiring and jacks the fee is applicable.Frontier advises it has adjusted the account as a courtesy for Ms [redacted] ’s inconvenienceFrontier advised it has spoken with [redacted] on August 17, 2017, and advised her of applicable charges We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear 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]
The Complaint states that: Ms [redacted] advises that when her current contract expired she contacted Frontier to remove television service, leaving phone and internetShe was advised at this time that there would be no contract or termination feeMs [redacted] advises that she has requested to cancel her Frontier services, and was told that she would have an Early Termination FeeFrontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience this issue has caused Ms [redacted] Frontier advises that Mrs [redacted] ’s rate was based on a 2-year commitmentThis commitment term was listed on her bill each monthFrontier advises that the Early Termination fee is valid and will be sustainedFrontier advises that we spoke to Ms [redacted] on April 12, and advised of the above
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advised she has been reported to credit for equipment she has returned to FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on April 6, 2018, and reviewed account.Frontier found Ms [redacted] was billed for a DVR that has been returned, we have sent this to collections to have removed from credit and charges creditedWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have 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
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 investigated the above statements and offers the following response: Frontier advises Ms [redacted] disconnected service on March 31, Frontier records indicate that Ms [redacted] had no contract on file with Verizon and she will not incur a term feeWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] States that she had Frontier for a business line and InternetThe whole time she had the service the service was horribleShe finally got broadband with Time Warner.Ms [redacted] disconnected the services with Frontier on November 18, On that date she was told she would owe $or soShe received a bill of $for an early termination fee.Ms [redacted] called Frontier and tried to dispute the early termination fee but was told that Frontier would not credit it Frontier has investigated the above statements and offers the following response: Frontier investigated and found that Ms [redacted] had a business account under [redacted] / [redacted] Frontier found that Ms [redacted] was in a promotional deal that started in May of 2015, but had auto renewed on May 13, We also found that the customer was notified that their term would auto-renew on their January, February, March, April and May bills Frontier will not be issuing a credit for the termination fee.Frontier will not be issuing the credit for the early termination fee due to the fact that every month the billing statement made the customer aware that she did have the commitment 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
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
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]
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
Frontier’s Local Manager has advised that there was a fiber that was causing an issue to service at the VRAD on Hospital Ave in Danbury CT The fiber had a high resistance open / break which proved very difficult to locate and repair This situation caused intermittent service problems Final repair was completed on August 22nd All customers are in service Frontier does apologize for any delay in repair and has issued an out of service adjustment in the amount of $that will appear on Mr [redacted] next billing statement
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 is being billed at a higher monthly rate than she agreed to in September Ms [redacted] states she was advised the bundle rate would only increase $per monthFrontier has investigated the above statement and offers the following response:An order was processed with an effective date of August 16, to upgrade the Fios TV portion of the bundle from Custom to Ultimate HDAs previously stated, when the order completed, the discounts that were associated with the previous bundle were removedFurther review indicates the discounts weren’t removed in errorThe Fios TV upgrade increased the monthly rate.Account notes do not confirm Ms [redacted] was advised there would be a $increaseIn an attempt to resolve this matter the current rates of Frontier’s Bundles were discussed, but Ms [redacted] decided to not make any changes at this timeMs [redacted] expressed her dissatisfaction with the amount of time she has taken to get this matter resolved and it’s still not to her satisfactionWe 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her for bringing this matter to our attention The Complaint states that: Mrs [redacted] ordered internet service from Frontier but did not receive a modem to use the service, and has been billed for service she could not useMrs [redacted] waited three weeks for delivery of modem but it was not delivered, she called to cancel the service because she could not use it and was told she would be charged a fee for cancelling Frontier has investigated the above statements and offers the following response: Frontier spoke to Mrs [redacted] and advised all charges have been credited off the account to bring it to a zero balanceMrs [redacted] is satisfied with the resolution of this complaintWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Ms [redacted] has an order to activate phone service on 02/02/for number [redacted] Once order number [redacted] post to frontier billing system Ms [redacted] can contact [redacted] to complete port outA Frontier consultant has been in direct contact with Ms [redacted] and advised of the above statements We regret any inconvenience that [redacted] may have 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] received a notice of a final pay date of December 7, Service was disconnected on November 28, Frontier has investigated the above statements and offers the following response: Frontier disconnected Ms [redacted] ’s service in error due to a system issue Frontier apologizes for the inconvenience and frustration this has caused Frontier issued a credit of $to Ms [redacted] for two days out of service Ms [redacted] pays Frontier $a month for Internet service This is $a day 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 case of [redacted] & [redacted] to our office for review We appreciate you bringing this matter to our attention.Our investigation indicated that the customer’s account under ###-###-#### was disconnected on August 25, and written off on November 16, 2016.The customer provided documents from Time Warner to show when they started service with Time Warner Based on those documents an adjustment of $was issued on this account The remaining balance of $is valid and sustained Our records also show that the customer was issued an adjustment of $TOS on their accountThis credit was reflected on their June 13, billing statementWe have spoken with [redacted] multiple times and she does not agree with our resolution We apologize for any inconvenience this may have caused the customer.We trust this information will assist you in closing this complaint.Frontier Communications
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: Charged Early Termination Fee for closing account after having sporadic service, or no service at all Frontier has investigated the above statements and offers the following response: Early Termination Fee of $credited on 6/16/Customer advised via email on 6/16/of adjusted Early Termination Fee and that an amended bill will come out next bill cycle; 7/2/ 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 matterTell us why here
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Rebuttal states: • Ms [redacted] requested again that Frontier waive the $installation charge Frontier advises: • Records indicate on May 5, Ms [redacted] placed order # [redacted] to install Fios Internet, which has an installation fee of $A Frontier representative spoke with Ms [redacted] , submitted the request, and advised the fee is pending approval • I spoke with Ms [redacted] on July 9, and advised the credit of $124.97was approved on July 6, 2016; which reflects her current balance with FrontierMs [redacted] expressed she is satisfied with this resolution We trust that this information will assist you in closing this complaintWe apologize for any inconvenience experienced as a result of the above matter
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] states she was not informed of potential repair fees by Frontier to repair her service Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it our records indicate on July 5, a Frontier technician repaired service inside the homeFrontier advises that when a repair is done in the home to wiring and jacks the fee is applicable.Frontier advises it has adjusted the account as a courtesy for Ms [redacted] ’s inconvenienceFrontier advised it has spoken with [redacted] on August 17, 2017, and advised her of applicable charges We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear 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]
The Complaint states that: Ms [redacted] advises that when her current contract expired she contacted Frontier to remove television service, leaving phone and internetShe was advised at this time that there would be no contract or termination feeMs [redacted] advises that she has requested to cancel her Frontier services, and was told that she would have an Early Termination FeeFrontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience this issue has caused Ms [redacted] Frontier advises that Mrs [redacted] ’s rate was based on a 2-year commitmentThis commitment term was listed on her bill each monthFrontier advises that the Early Termination fee is valid and will be sustainedFrontier advises that we spoke to Ms [redacted] on April 12, and advised of the above
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advised she has been reported to credit for equipment she has returned to FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on April 6, 2018, and reviewed account.Frontier found Ms [redacted] was billed for a DVR that has been returned, we have sent this to collections to have removed from credit and charges creditedWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have 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
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 investigated the above statements and offers the following response: Frontier advises Ms [redacted] disconnected service on March 31, Frontier records indicate that Ms [redacted] had no contract on file with Verizon and she will not incur a term feeWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] States that she had Frontier for a business line and InternetThe whole time she had the service the service was horribleShe finally got broadband with Time Warner.Ms [redacted] disconnected the services with Frontier on November 18, On that date she was told she would owe $or soShe received a bill of $for an early termination fee.Ms [redacted] called Frontier and tried to dispute the early termination fee but was told that Frontier would not credit it Frontier has investigated the above statements and offers the following response: Frontier investigated and found that Ms [redacted] had a business account under [redacted] / [redacted] Frontier found that Ms [redacted] was in a promotional deal that started in May of 2015, but had auto renewed on May 13, We also found that the customer was notified that their term would auto-renew on their January, February, March, April and May bills Frontier will not be issuing a credit for the termination fee.Frontier will not be issuing the credit for the early termination fee due to the fact that every month the billing statement made the customer aware that she did have the commitment 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
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
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]
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
Frontier’s Local Manager has advised that there was a fiber that was causing an issue to service at the VRAD on Hospital Ave in Danbury CT The fiber had a high resistance open / break which proved very difficult to locate and repair This situation caused intermittent service problems Final repair was completed on August 22nd All customers are in service Frontier does apologize for any delay in repair and has issued an out of service adjustment in the amount of $that will appear on Mr [redacted] next billing statement
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 is being billed at a higher monthly rate than she agreed to in September Ms [redacted] states she was advised the bundle rate would only increase $per monthFrontier has investigated the above statement and offers the following response:An order was processed with an effective date of August 16, to upgrade the Fios TV portion of the bundle from Custom to Ultimate HDAs previously stated, when the order completed, the discounts that were associated with the previous bundle were removedFurther review indicates the discounts weren’t removed in errorThe Fios TV upgrade increased the monthly rate.Account notes do not confirm Ms [redacted] was advised there would be a $increaseIn an attempt to resolve this matter the current rates of Frontier’s Bundles were discussed, but Ms [redacted] decided to not make any changes at this timeMs [redacted] expressed her dissatisfaction with the amount of time she has taken to get this matter resolved and it’s still not to her satisfactionWe 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her for bringing this matter to our attention The Complaint states that: Mrs [redacted] ordered internet service from Frontier but did not receive a modem to use the service, and has been billed for service she could not useMrs [redacted] waited three weeks for delivery of modem but it was not delivered, she called to cancel the service because she could not use it and was told she would be charged a fee for cancelling Frontier has investigated the above statements and offers the following response: Frontier spoke to Mrs [redacted] and advised all charges have been credited off the account to bring it to a zero balanceMrs [redacted] is satisfied with the resolution of this complaintWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: Ms [redacted] has an order to activate phone service on 02/02/for number [redacted] Once order number [redacted] post to frontier billing system Ms [redacted] can contact [redacted] to complete port outA Frontier consultant has been in direct contact with Ms [redacted] and advised of the above statements We regret any inconvenience that [redacted] may have 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] received a notice of a final pay date of December 7, Service was disconnected on November 28, Frontier has investigated the above statements and offers the following response: Frontier disconnected Ms [redacted] ’s service in error due to a system issue Frontier apologizes for the inconvenience and frustration this has caused Frontier issued a credit of $to Ms [redacted] for two days out of service Ms [redacted] pays Frontier $a month for Internet service This is $a day 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 case of [redacted] & [redacted] to our office for review We appreciate you bringing this matter to our attention.Our investigation indicated that the customer’s account under ###-###-#### was disconnected on August 25, and written off on November 16, 2016.The customer provided documents from Time Warner to show when they started service with Time Warner Based on those documents an adjustment of $was issued on this account The remaining balance of $is valid and sustained Our records also show that the customer was issued an adjustment of $TOS on their accountThis credit was reflected on their June 13, billing statementWe have spoken with [redacted] multiple times and she does not agree with our resolution We apologize for any inconvenience this may have caused the customer.We trust this information will assist you in closing this complaint.Frontier Communications
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: Charged Early Termination Fee for closing account after having sporadic service, or no service at all Frontier has investigated the above statements and offers the following response: Early Termination Fee of $credited on 6/16/Customer advised via email on 6/16/of adjusted Early Termination Fee and that an amended bill will come out next bill cycle; 7/2/ 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 matterTell us why here
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Rebuttal states: • Ms [redacted] requested again that Frontier waive the $installation charge Frontier advises: • Records indicate on May 5, Ms [redacted] placed order # [redacted] to install Fios Internet, which has an installation fee of $A Frontier representative spoke with Ms [redacted] , submitted the request, and advised the fee is pending approval • I spoke with Ms [redacted] on July 9, and advised the credit of $124.97was approved on July 6, 2016; which reflects her current balance with FrontierMs [redacted] expressed she is satisfied with this resolution We trust that this information will assist you in closing this complaintWe apologize for any inconvenience experienced as a result of the above matter