Frontier CommunicationsThank you for referring the complaint of Ms [redacted] E [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] E [redacted] advised that she does not have a Telephone number of ###-###-#### with FrontierShe will not pay the bill of $that she has been charged.Ms [redacted] advises that she is being billed and charged fraudulently for service she has never authorized.Frontier has investigated the above statements and offers the following response:Frontier advises that as of September 18, order # [redacted] was issued to ensure no billing on account # [redacted] This will be reflected on a future statement within thirty to sixty days.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] E [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive RelationsTelephone Number: 1/###-###-#### Ext [redacted] Fax Number: [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 the services were interrupted due to a billing error by Frontier, also upon restoral of service the Internet was working but the phone service was not working properly Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it made the appropriate adjustments to the account.Frontier advises that our records show on August 7, Frontier repaired the services at [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Frontier advises that all affected customers were sent a notification in January explaining that their provider would change from Verizon to Frontier in late March Additionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for Verizon as the new service provider and to publicize the website meetfrontier.com, which provided extensive information about the transition including FAQs and other important informationFrontier investigated and found Mr***’s service not working starting 4/1/Frontier Sent a Technician out to fix system service issue on 5/2/Frontier confirmed services were workingA Frontier Customer Service Representative has contacted Mr [redacted] and confirmed that all services are properly functioning A Frontier representative contacted Mr [redacted] and apologized for the hold time and discussed his pricing Frontier has issued credit in the amount of $which covers the service out from 4/to 5/and the promotion correction Mr [redacted] is satisfied with resolution 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
Good MorningFrontier acknowledged the rebuttal to this complaint and apologizes for the inconvenience with the television service interruption Frontier dispatched a technician to the residence on April 26, and resolved the issues Frontier spoke to Ms [redacted] on April 29, and she confirmed all services are working correctly now, including three telephone lines, the Internet, and the television services Frontier applied a total adjustment of $due to these outages Ms [redacted] has our contact information should she have any further issues or concerns Frontier apologizes for all the inconvenience these outages 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 My phone is still not working They sent an Tech out on Monday, Feb which they stated they would be there between the hours of 8am - 12pm When I called at 12:42pm that day, I was told they did come to my house When I asked for them to provide me the address it was the incorrect address Then when speaking to another representative, he provided me with still a different address that the Tech when to I spoke with the supervisor Travis finally who said he would make sure someone came out that day, fixed my phone and he would call me back that day to confirm Jose the Tech came out that day, did absolutely nothing to fix my phone My phone is still not working and I'm still waiting on Travis (Supervisor) to call me back Jose the Tech stated he had to call the center to get my phone working so he would do so from his car I asked him would he be coming back in to confirm with me that is taken care of and he stated Yes I went to look outside minutes later and Jose the Tech was gone and never came back, followed up, anything Regards, [redacted]
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that:Mr [redacted] stated Verizon sold his account to Frontier and his first bill shows a price increase.Frontier has investigated the above statements and offers the following response:Frontier contacted Mr [redacted] on May 5, regarding his first Frontier Billing.Mr [redacted] billing with Verizon was $plus tax and that price will continue with FrontierFrontier had attached a notice on our customer’s bills that effective April 1, that the Federal Universal Service Fund was changing, as permitted by the FCCFrontier will assess a percentage-based Federal USF Recovery Charge of percent on your voice 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: For years Mr [redacted] has been paying $a month for Internet Service and this month the price increased to $ Frontier has investigated the above statements and offers the following response: On the November and December billing statement there was a message to consumers that the Broadband promotional pricing will end and the service charge would increase to our everyday low price Mr [redacted] was given a notice of over days in advance.Mr [redacted] is getting the lowest possible pricing to Internet only 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
The Complaint states that: Ms [redacted] advises that her landline and Internet were out of service and had to wait days for a repair appointmentMs [redacted] also advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s account and determined a repair ticket was placed on December 28, with a due date of January 4, The Frontier technician completed the repair on January 2, due to a car accident that damaged the equipment feeding Ms [redacted] ’s area.Frontier has applied a credit adjustment for the days out of service that will appear on her January 10, bill statementFrontier advises that Internet service speeds are based upon many factors, including customer location, customer equipment, and WIFI network interference Customer speeds may vary over time.As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message that included direct contact information
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] responded to an online advertisement for internet and TV for $75.00/monthMs [redacted] states she has been billed first for $and second for $163.00.Ms [redacted] states that she has been told the billing will be fixed and says that it hasn’t been fixed.Ms [redacted] states that she wasn’t supposed to be in a contract term but is and was told her rates would be locked in for the 2-year term.Ms [redacted] states that she doesn’t get the channels she ordered.Ms [redacted] states that she was told by Frontier that her TV cannot be cancelled to just have the internet.Ms [redacted] states she was billed for HBO that is supposed to free.Ms [redacted] states she was promised a $Amazon Gift Card that she hasn’t received.Frontier has investigated the above statements and offers the following response:The package that Ms [redacted] ordered with Frontier is, Simply Fios 50/50M $plus Fios Custom Essentials TV package minus the promotional discounts of $-which equals $75.00/month.The online advertisement clearly states the disclaimer that the package pricing does NOT include equipment, activation charges or taxes.The first bill charges were clearly explained to Ms [redacted] by a CHAT agent on December 19th 2016, included the first full month charges plus partial prorated charges from December 15th through January 1st (Frontier bills in advance), plus $TV activation fee.Ms [redacted] exchanged her Standard Set Top Box for a DVR ($15.00/mo) and was offered HBO free for 6-months.Ms [redacted] has made payment since December 15th installation of services.The account is now suspended for non-payment.The 2-year term is clearly marked on the online advertisement as well that the reduced promotional pricing requires a 2-year term commitment with the prices locked in so she is protected from any price increase while in her year term.The channel packages are listed online as well for review.The package ordered was for the $package.Frontier would be happy to assist her to upgrade her TV package at any time, however the cost will increase the monthly rate.Should she wish to upgrade her TV service she may contact customer service at her convenience at [redacted] Ms [redacted] is free to cancel her TV service at any time and switch to internet only, however this would disqualify her $Amazon GC (not $50.00).Ms [redacted] is receiving HBO free for months, (normally this is a $monthly charge).Ms [redacted] will receive the Amazon GC after the first 90-days of service and the first bill must be paid in full.Any past due balance must be paid to restore service and the account current before processingWe 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 Specialist: Rebecca N [redacted] Department: Executive Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that when he signed up for Frontier’s Internet and phone service he was told that he would receive an Amazon gift card for $200.00, but he never received it Frontier has investigated the above statements and offers the following response: Frontier reports that Mr [redacted] did not received the email for the Amazon gift card because there was an error on his orderFrontier had the incorrect email addressFrontier spoke to Mr [redacted] today and he stated that he did receive the cardHe is satisfied with the resolution 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 There are still other issues that are yet to be realized in the coming monthsI'd prefer not to close this complaint yet as there are still much to be had through this transition Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: [redacted] called Frontier to find out what promos were available because her pricing was coming to an end Representative quoted her $per month for two years plus tax and she is not receiving that priceFrontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on October 31, and after reviewing the call found that the representative offered her a price point for a new customer not an existing customer so [redacted] was not eligible for that priceCoaching was provided to the representative that made the error [redacted] requested to remove service in his name and place in [redacted] ***’s name instead in order to get new customer pricingFrontier worked with [redacted] to come to a price point that she was satisfied with for FIOS 100/100, and FIOS Extreme TV We trust that this information will assist you in closing this complaint We apologize for any inconvenience that she has experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he signed up for a $internet service for two year but that Frontier raised the rate to $Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mr [redacted] did sign up for the $promotion for highspeed internet on December 2, The promotion was one year at $and then $through December 1, The rate for Simply Broadband Max in this area is $49.99.Frontier invoices carried the following notice: Your current Frontier promotional rate will expire on 12/01/On that date, associated promotional credits and discounts will no longer appear on your billFor questions please call Customer Service.Frontier records show that Mr [redacted] has scheduled a residential disconnect order with a due date of May 9, Frontier has issued a $credit to offset Mr [redacted] ’s last month of billing for April 10, to May 9, 2018.Frontier apologizes to Mr [redacted] for any miscommunication and inconvenience he has experienced We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter Frontier Specialist: Donna M [redacted] Department: Executive Customer Relations
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 he recently placed an order online through Frontier.comAt the time he placed the order the only fees he states were explained was an equipment & deliver fee of $however the first bill was an additional charge of $for high speed installation [redacted] states that at no point during the online process was the $fee mentioned or was he given any alternative way for the service to be installed Frontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on February 7, and informed him the cart from his order process shows on he agreed to the one- time charges of $which was the $shipping/handling fee plus the $high speed installation fee [redacted] requested a copy so Frontier emailed him proof of his online order [redacted] was advised in a confirmation email of the $and Frontier will stand by itWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that he 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] advises that he has been having problems with his Frontier internet and home phone services for nearly a month He also advises that his internet has been running slower that it should be Mr [redacted] advises that he would like Frontier to repair his internet and home phone services in a timely manner Frontier has investigated the above statements and offers the following response: Frontier advises that a technician was dispatched to Mr [redacted] ’s home on August 8, 2017, and repaired the services.Frontier advises that a credit has been issued to the customer’s account for having been out of service.Frontier spoke with Mr [redacted] on August 8, 2017, who confirmed that his services are now working properly and is no longer having problems with the internet speed 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
Tell us why here...Closeout Comments: the Revdex.com complaint is already closed out - This account was credited $on 8/8/so no further credit owed, tech notes show speed test was better than expected; we do not control the wireless environment within the home; INET reports no VOD 4/(known issue), 5/STB reset got channel guide back, 7/speed test good, 8/reboot ONT and sending tech out 8/for possible STB replacement - no further action warranted
Thank you for referring the complaint of Elizabeth [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: She was charged an Early Termination Fee in error and was unsuccessful in having it removed Frontier has investigated the above statements and offers the following response: Frontier contacted Ms [redacted] and an adjustment was made to the account resolving her concernsWe 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
2/I spoke with [redacted] today and advised Frontier policy is to hold the credit balance for bill cycles to make sure any fees or charges that my lag in billing are removed from the credit balance before issuing a refund check I have requested an override in her case and advised she should have the refund in hand by the end of the month
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention Thank you for referring the complaint [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has been billed incorrectly by Frontier CommunicationsMr [redacted] states he has been billed past the date of disconnection and the billing has also incurred an early termination fee Frontier has investigated the above statements and offers the following response: Frontier has reviewed that account and has removed the early termination fee that was billed in error, and Mr [redacted] ’s account now has a credit on the account which he will receive as a refund 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
Frontier has investigated the complaint and offers the following response: Ms [redacted] is provisioned for 3.712Mbps, and is at the lowest price pointFrontier speeds are not guaranteedFrontier was unable to contact Ms [redacted] , and will be happy to trouble shoot any issues she still might have
Frontier CommunicationsThank you for referring the complaint of Ms [redacted] E [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] E [redacted] advised that she does not have a Telephone number of ###-###-#### with FrontierShe will not pay the bill of $that she has been charged.Ms [redacted] advises that she is being billed and charged fraudulently for service she has never authorized.Frontier has investigated the above statements and offers the following response:Frontier advises that as of September 18, order # [redacted] was issued to ensure no billing on account # [redacted] This will be reflected on a future statement within thirty to sixty days.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] E [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive RelationsTelephone Number: 1/###-###-#### Ext [redacted] Fax Number: [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 the services were interrupted due to a billing error by Frontier, also upon restoral of service the Internet was working but the phone service was not working properly Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it made the appropriate adjustments to the account.Frontier advises that our records show on August 7, Frontier repaired the services at [redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Frontier advises that all affected customers were sent a notification in January explaining that their provider would change from Verizon to Frontier in late March Additionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for Verizon as the new service provider and to publicize the website meetfrontier.com, which provided extensive information about the transition including FAQs and other important informationFrontier investigated and found Mr***’s service not working starting 4/1/Frontier Sent a Technician out to fix system service issue on 5/2/Frontier confirmed services were workingA Frontier Customer Service Representative has contacted Mr [redacted] and confirmed that all services are properly functioning A Frontier representative contacted Mr [redacted] and apologized for the hold time and discussed his pricing Frontier has issued credit in the amount of $which covers the service out from 4/to 5/and the promotion correction Mr [redacted] is satisfied with resolution 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
Good MorningFrontier acknowledged the rebuttal to this complaint and apologizes for the inconvenience with the television service interruption Frontier dispatched a technician to the residence on April 26, and resolved the issues Frontier spoke to Ms [redacted] on April 29, and she confirmed all services are working correctly now, including three telephone lines, the Internet, and the television services Frontier applied a total adjustment of $due to these outages Ms [redacted] has our contact information should she have any further issues or concerns Frontier apologizes for all the inconvenience these outages 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 My phone is still not working They sent an Tech out on Monday, Feb which they stated they would be there between the hours of 8am - 12pm When I called at 12:42pm that day, I was told they did come to my house When I asked for them to provide me the address it was the incorrect address Then when speaking to another representative, he provided me with still a different address that the Tech when to I spoke with the supervisor Travis finally who said he would make sure someone came out that day, fixed my phone and he would call me back that day to confirm Jose the Tech came out that day, did absolutely nothing to fix my phone My phone is still not working and I'm still waiting on Travis (Supervisor) to call me back Jose the Tech stated he had to call the center to get my phone working so he would do so from his car I asked him would he be coming back in to confirm with me that is taken care of and he stated Yes I went to look outside minutes later and Jose the Tech was gone and never came back, followed up, anything Regards, [redacted]
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that:Mr [redacted] stated Verizon sold his account to Frontier and his first bill shows a price increase.Frontier has investigated the above statements and offers the following response:Frontier contacted Mr [redacted] on May 5, regarding his first Frontier Billing.Mr [redacted] billing with Verizon was $plus tax and that price will continue with FrontierFrontier had attached a notice on our customer’s bills that effective April 1, that the Federal Universal Service Fund was changing, as permitted by the FCCFrontier will assess a percentage-based Federal USF Recovery Charge of percent on your voice 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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: For years Mr [redacted] has been paying $a month for Internet Service and this month the price increased to $ Frontier has investigated the above statements and offers the following response: On the November and December billing statement there was a message to consumers that the Broadband promotional pricing will end and the service charge would increase to our everyday low price Mr [redacted] was given a notice of over days in advance.Mr [redacted] is getting the lowest possible pricing to Internet only 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
The Complaint states that: Ms [redacted] advises that her landline and Internet were out of service and had to wait days for a repair appointmentMs [redacted] also advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s account and determined a repair ticket was placed on December 28, with a due date of January 4, The Frontier technician completed the repair on January 2, due to a car accident that damaged the equipment feeding Ms [redacted] ’s area.Frontier has applied a credit adjustment for the days out of service that will appear on her January 10, bill statementFrontier advises that Internet service speeds are based upon many factors, including customer location, customer equipment, and WIFI network interference Customer speeds may vary over time.As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message that included direct contact information
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] responded to an online advertisement for internet and TV for $75.00/monthMs [redacted] states she has been billed first for $and second for $163.00.Ms [redacted] states that she has been told the billing will be fixed and says that it hasn’t been fixed.Ms [redacted] states that she wasn’t supposed to be in a contract term but is and was told her rates would be locked in for the 2-year term.Ms [redacted] states that she doesn’t get the channels she ordered.Ms [redacted] states that she was told by Frontier that her TV cannot be cancelled to just have the internet.Ms [redacted] states she was billed for HBO that is supposed to free.Ms [redacted] states she was promised a $Amazon Gift Card that she hasn’t received.Frontier has investigated the above statements and offers the following response:The package that Ms [redacted] ordered with Frontier is, Simply Fios 50/50M $plus Fios Custom Essentials TV package minus the promotional discounts of $-which equals $75.00/month.The online advertisement clearly states the disclaimer that the package pricing does NOT include equipment, activation charges or taxes.The first bill charges were clearly explained to Ms [redacted] by a CHAT agent on December 19th 2016, included the first full month charges plus partial prorated charges from December 15th through January 1st (Frontier bills in advance), plus $TV activation fee.Ms [redacted] exchanged her Standard Set Top Box for a DVR ($15.00/mo) and was offered HBO free for 6-months.Ms [redacted] has made payment since December 15th installation of services.The account is now suspended for non-payment.The 2-year term is clearly marked on the online advertisement as well that the reduced promotional pricing requires a 2-year term commitment with the prices locked in so she is protected from any price increase while in her year term.The channel packages are listed online as well for review.The package ordered was for the $package.Frontier would be happy to assist her to upgrade her TV package at any time, however the cost will increase the monthly rate.Should she wish to upgrade her TV service she may contact customer service at her convenience at [redacted] Ms [redacted] is free to cancel her TV service at any time and switch to internet only, however this would disqualify her $Amazon GC (not $50.00).Ms [redacted] is receiving HBO free for months, (normally this is a $monthly charge).Ms [redacted] will receive the Amazon GC after the first 90-days of service and the first bill must be paid in full.Any past due balance must be paid to restore service and the account current before processingWe 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 Specialist: Rebecca N [redacted] Department: Executive Consumer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that when he signed up for Frontier’s Internet and phone service he was told that he would receive an Amazon gift card for $200.00, but he never received it Frontier has investigated the above statements and offers the following response: Frontier reports that Mr [redacted] did not received the email for the Amazon gift card because there was an error on his orderFrontier had the incorrect email addressFrontier spoke to Mr [redacted] today and he stated that he did receive the cardHe is satisfied with the resolution 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 There are still other issues that are yet to be realized in the coming monthsI'd prefer not to close this complaint yet as there are still much to be had through this transition Regards, [redacted]
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: [redacted] called Frontier to find out what promos were available because her pricing was coming to an end Representative quoted her $per month for two years plus tax and she is not receiving that priceFrontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on October 31, and after reviewing the call found that the representative offered her a price point for a new customer not an existing customer so [redacted] was not eligible for that priceCoaching was provided to the representative that made the error [redacted] requested to remove service in his name and place in [redacted] ***’s name instead in order to get new customer pricingFrontier worked with [redacted] to come to a price point that she was satisfied with for FIOS 100/100, and FIOS Extreme TV We trust that this information will assist you in closing this complaint We apologize for any inconvenience that she has experienced as a result of the above matter
Frontier Communications Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he signed up for a $internet service for two year but that Frontier raised the rate to $Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mr [redacted] did sign up for the $promotion for highspeed internet on December 2, The promotion was one year at $and then $through December 1, The rate for Simply Broadband Max in this area is $49.99.Frontier invoices carried the following notice: Your current Frontier promotional rate will expire on 12/01/On that date, associated promotional credits and discounts will no longer appear on your billFor questions please call Customer Service.Frontier records show that Mr [redacted] has scheduled a residential disconnect order with a due date of May 9, Frontier has issued a $credit to offset Mr [redacted] ’s last month of billing for April 10, to May 9, 2018.Frontier apologizes to Mr [redacted] for any miscommunication and inconvenience he has experienced We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter Frontier Specialist: Donna M [redacted] Department: Executive Customer Relations
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 he recently placed an order online through Frontier.comAt the time he placed the order the only fees he states were explained was an equipment & deliver fee of $however the first bill was an additional charge of $for high speed installation [redacted] states that at no point during the online process was the $fee mentioned or was he given any alternative way for the service to be installed Frontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on February 7, and informed him the cart from his order process shows on he agreed to the one- time charges of $which was the $shipping/handling fee plus the $high speed installation fee [redacted] requested a copy so Frontier emailed him proof of his online order [redacted] was advised in a confirmation email of the $and Frontier will stand by itWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that he 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] advises that he has been having problems with his Frontier internet and home phone services for nearly a month He also advises that his internet has been running slower that it should be Mr [redacted] advises that he would like Frontier to repair his internet and home phone services in a timely manner Frontier has investigated the above statements and offers the following response: Frontier advises that a technician was dispatched to Mr [redacted] ’s home on August 8, 2017, and repaired the services.Frontier advises that a credit has been issued to the customer’s account for having been out of service.Frontier spoke with Mr [redacted] on August 8, 2017, who confirmed that his services are now working properly and is no longer having problems with the internet speed 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
Tell us why here...Closeout Comments: the Revdex.com complaint is already closed out - This account was credited $on 8/8/so no further credit owed, tech notes show speed test was better than expected; we do not control the wireless environment within the home; INET reports no VOD 4/(known issue), 5/STB reset got channel guide back, 7/speed test good, 8/reboot ONT and sending tech out 8/for possible STB replacement - no further action warranted
Thank you for referring the complaint of Elizabeth [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: She was charged an Early Termination Fee in error and was unsuccessful in having it removed Frontier has investigated the above statements and offers the following response: Frontier contacted Ms [redacted] and an adjustment was made to the account resolving her concernsWe 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
2/I spoke with [redacted] today and advised Frontier policy is to hold the credit balance for bill cycles to make sure any fees or charges that my lag in billing are removed from the credit balance before issuing a refund check I have requested an override in her case and advised she should have the refund in hand by the end of the month
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention Thank you for referring the complaint [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has been billed incorrectly by Frontier CommunicationsMr [redacted] states he has been billed past the date of disconnection and the billing has also incurred an early termination fee Frontier has investigated the above statements and offers the following response: Frontier has reviewed that account and has removed the early termination fee that was billed in error, and Mr [redacted] ’s account now has a credit on the account which he will receive as a refund 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
Frontier has investigated the complaint and offers the following response: Ms [redacted] is provisioned for 3.712Mbps, and is at the lowest price pointFrontier speeds are not guaranteedFrontier was unable to contact Ms [redacted] , and will be happy to trouble shoot any issues she still might have