Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I was not told during my 5/2/conversation with Frontier's representative of Frontier's day policyI was not told when my account was closed so a day wait period has no context to a calendarI was told I could expect a refund check by 5/12/& at the latest 5/20/Only a received check will resolve my complaint which has not yet been receivedI think it's an unfair business practice for Fronteir to hold onto customer refunds for a long period of time uncommon with industry business practicesGiven the number of similar complaints I would like the Revdex.com to explain why this practice has been allowed to continue for so long, negatively affecting many customers, costing them time & money Regards, Mark ***
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] The only acceptable resolution is for Frontier to uphold the promises multiple members of it's customer service and retention teams made for the HD ultimate tv package and 50/internet for $ [redacted]
Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.Frontier records indicate that the customer requested Simply Broadband Max for $per month The customer’s first billing statement included a $ shipping/handling charge that was credited on April 4, It also included Frontier Secure Identity Security Bundle for $from 3/28/ to 4/27/and a prorated charge of $for March – March On April 4, an order, [redacted] , was processed remove the Frontier Secure which will result of a credit of $for one month + prorated charges from the customer’s March 28, billing statementThe customer owes a total of $for his March 28, billing statementThis includes $prorated for Simply Broadband Max for March – March and $for March – April for a total of $ due on April 21, 2017.We apologize for any inconvenience this may have caused We trust this information will assist you in closing this case.Frontier Communications
Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to assess the situation.Frontier repaired and/or replaced equipment.Frontier spoke with Mr [redacted] , who advised that the internet service has improvedWe 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 Mr [redacted] bringing this matter to our attentionThe complaint states that:Mr [redacted] advises that he called Frontier to get his service transferred as he was moving and wanted a new set top box for his television service and was not advised that there would be a charge for the install of the new set top box.Mr [redacted] advises that when the technician came out he was advised at that time that there would be a charge per hour for the wiring and he was in no position to say no as he needed the Internet to work, he works at home.Mr [redacted] advises that he called Frontier multiple times because the television and Internet did not work because the technician used the wrong equipment and would not work and had to go to Starbucks all day to work.Mr [redacted] advises he disconnected service shortly after moving because of lack of help from Frontier.Mr [redacted] advises that he called into Frontier to see if they had a store to return equipment and was told he would receive a box and a mail label Mr [redacted] advises he had to call back Frontier as he never received the return box or label, it was sent out to the old address in error It was processed again and he received one box and packed it up with receivers and mailed it outFrontier has investigated the above statements and offers the following response: Frontier investigated and advises that a transfer order was placed to move service and tech brought out the new receiver instead of having it mailed The technician advised when he got to the location that there would a be charge for work to install a new FiOS outlet and four coax lines and the work performed and completed Frontier advises that Mr [redacted] called into Frontier on March 19, advising the line was cut and a repair ticket was placed and scheduled for March 20, The technician repaired the buried fiber cable and service was back working.Frontier advises that Mr [redacted] called back in on March 20, and advised that he had no television service, his telephone and Internet were working A technician went out on March 22, and tested the line and had no radio frequency and the ONT equipment was replaced with new and service was back working.Frontier advises that Mr [redacted] disconnected his service on March 31, and has a final balance owed of $ It is for tech work to install the new FiOS outlet and four coax lines and for service from March 9, to March 31, 2017.Frontier has advised Mr [redacted] that he can contact the Credit Protection Association at ###-###-#### to place a dispute for the balance owed on his final bill We 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 that the promotion for a free installation was not added to the original order.Frontier has internally addressed all training opportunities related to this complaint.Frontier further advises that all consumers should be quoted and charged the $for the delivery of the modem either by the technician or shipping to the residence.Frontier has removed the $and as a courtesy and waived the $shipping chargeThe total credit issued to the account since June 3, is $with all allocable taxes We trust that this information will assist you in closing this complaintWe regret any inconvenience that [redacted] C [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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that her bundle renewal would provide her a monthly bill of $plus tax and fees, however, this failed to happen.Ms [redacted] advises she wants to remove TV and just retain her internet, however, she does not want to be subject to an early termination fee nor be in a contract on the internet Frontier has investigated the above statements and offers the following response: Frontier advises that due to a system issue not all promotional discounts were fully activated on her bundle renewal orderFrontier advises that the TV was disconnected with no early termination fee and leaving the internet active with no contract Frontier has left multiple messages and emailed Ms [redacted] with our contact information, however, Ms [redacted] has not responded 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 you bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was billed for a full month of service even though she wanted the service to end earlier.In addition; Ms [redacted] states she has now received a bill with a $processing feeFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her services and is eligible tocontinue receiving service through the end of her billing cycle Ms [redacted] canalways stop the disconnection if she changed her mind.It is Frontier’s policy at any time the customer chooses to disconnect the broadband service, after the first days of service, a $processing fee will apply This fee covers the cost of processing the disconnection of the service at the central office or remote facility The processing fee is automatically added to orders when a customer is disconnecting Broadband serviceThe customer service representative has been trained to advise customers at the time of disconnection 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he was charged for a service call when the trouble was on Frontier’s side of the line Frontier has investigated the above statements and offers the following response: Upon investigation, Frontier found a trouble ticket completed on February 23, reporting that Mr [redacted] was unable to make outgoing or receive incoming calls on his home phone The Frontier technician noted on the repair ticket that he was able to make and receive calls from the protector, noted no access to the home and left a door tag.Frontier advised Mr [redacted] on February 21, that if the trouble was with Frontier that repair is covered and that if the trouble is not with Frontier there may be a repair charge and Mr [redacted] was advised of Frontier’s inside wire maintenance planFrontier attempted to speak to Mr [redacted] to advise of the above information but was unsuccessful Frontier left message via telephone on April 19, to advise of the above information and provided direct contact information
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] states that in the beginning of November she stopped using Frontier services for Internet Frontier told her that her auto payments would stop however they took an additional payment of $36.91, she would like this refundedFrontier has investigated the above statements and offers the following response: Frontier is reversing the payment of $to Ms [redacted] ’s bank account or credit card she made the last payment with and it can take three to five business days to see it refunded.Frontier tried several times to contact Ms [redacted] by phone however was only able to her leave messagesWe 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 investigated and found the following:Frontier runs a credit check on all customers requesting new service or a telephone account number The credit check protects the customer from unauthorized changes, identifies authorized parties making inquiries or changes to service and runs credit information to assist collections of delinquent accounts.Equifax Interconnect is used to run a credit check.The initial credit check is a soft inquiry.Frontier investigated and found there were two orders for installation in the name of [redacted] order # [redacted] and # [redacted] Both orders have been cancelled, however, a credit check was initiated both times Customer’s credit failed each timeA Frontier agent spoke with Mrs [redacted] to advise.Customer understands and is satisfied with explanation
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionAccording to the complaint, Mr [redacted] advises, he has experienced internet service concernsFrontier investigated the matter and advises, Frontier technical support opened a trouble ticket for the internet service concerns and found that the service is connected properly from the customer's home to the central officeFrontier technical support attempted to speak to Mr [redacted] for additional troubleshooting however Mr [redacted] advised he is on vacation and will return after the 4th of JulyFrontier advises should Mr [redacted] have additional concerns we will work directly with him upon a return callWe trust this information will assist you in closing this complaintWe apologize for any inconvenience he has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that Frontier billed him for equipment that he had originally been told to not worry about returning Mr [redacted] advises that he returned the equipment on November 22, and should have his account credited in full for the equipment that he should not have been billed forFrontier has investigated the above statements and offers the following response: Frontier advises that the equipment return was processed after the start of the December 16, billing cycle, which resulted in equipment charges being billed on that particular statement.Frontier advises charges have been credited in full, as indicated on the January 16, statement, and Mr [redacted] now has a final balance of zeroFrontier spoke with Mr [redacted] on January 24, and advised him of the above statements 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: Mr [redacted] states that Frontier billed him for service after he had it disconnected and request credit in the amount of $Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr***’ s service was disconnected on January 11, 2018.Frontier advises that a prorated credit was provided to the customer on the first final invoice dated February 1, in the amount of $62.00.Frontier has made several attempts to contact Mr [redacted] regarding this issue.Frontier advises that the contact phone number, listed on this complaint, of ###-###-#### is not in service.Frontier advises that a representative sent Mr [redacted] two emails, at the provided email address of [redacted] and has not received a response from the customer 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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states has been reported to credit bureaus in errorMs [redacted] states in October when she is speaking to Frontier to cancel her service no balance is outstandingMs [redacted] states she had not received a bill informing of final amount still due Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and advises on October 20, the order for disconnection dated for November 1, is placed, and the balance of the account was one hundred seventy-three dollars and seventy-six centsThe next billing cycle November 04, to December 03, has a balance coming forward of one hundred seventy-three dollars and sixty centsThe December4, to January 3, has the reversal of charges from the disconnection date requested and the remaining balance which is one hundred sixty-eight dollars and seventy-six cents.Frontier states that it will advise the credit bureaus that the account is now paid in fullFrontier advises after reviewing our records we show that the address on the billing prior to disconnection was the same address while the account was active and the billing being paidFrontier has not found any record of the billing returned, or undeliverable.Frontier has made several attempts to reach [redacted] ***; however, Frontier has been unsuccessful in speaking with [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
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 he has called several times to have both his residential and business accounts closed and the Frontier has not issued the orderFrontier has investigated the above statements and offers the following response: Frontier advised we spoke to Mr [redacted] on December 27, 2017, and advised our records do not indicate any request to disconnect his residential service.Frontier advises the residential account was suspended for non-pay on December 27, and will disconnect back to the suspension date if no payment is received within the next days.Frontier spoke to Mr [redacted] on December 29, regarding his business account [redacted] ***, and advised an order to disconnect his business services has been placed to disconnect the service as of January 3, with an effective date of December 29, Frontier advised that we have no record of a request to disconnect his business service prior Mr [redacted] is aware that the disconnection order will generate an early termination charge due to cancelling this business services prior to the committed term agreementWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below:I am outraged by the Frontier's incompetence and the company's irresponsible conductI have been getting mixed, confused, and downright dishonest responsesIn December was told my account cannot be transferred, so I had to cancel it, and open a new oneMy payments to the new account have been misdirected x2, and I had to call several times to straighten up the issueIn June I learned that my old account had not been cancelled in December as I requestedInstead, it was cancelled in FebruaryThere is no explanation as to whyDuring this time I was not living at the address on the account, nor I used the telephone or internet services, which, I'm sure, can be easily verifiedHowever, the company refuses to do soThen I was told it was a system error which will be correctedThen I learned it wasn't a system error, and I still owe a balanceI asked to speak to a representative's supervisor, and was told she was on vacation, and will be contacting me on MondayI am yet to receive that call, a week and a half laterI continue to insist that Frontier must own to the mistake it had made in my case, and cancel the balance it artificially created Regards, [redacted] ***
Thank 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] indicates she has been without telephone and Internet service since the transition from Verizon to Frontier.Frontier has investigated the above statements and offers the following response:Frontier issued a credit ($104.99) for the month Ms [redacted] has been without her Frontier telephone and Internet services Frontier’s policy is to issue an out of service credit of any period of a time a customer is without his or her Frontier service.Frontier has attempted to notify Ms [redacted] of the above, and to confirm that her services are now functioning properly, however has received no answer Frontier has left multiple messages to advise Ms [redacted] of the above Ms [redacted] has also been sent a letter with a direct contact to Frontier Communications.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
Tell us why hereThank you for referring the rebuttal complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this to our attention The Rebuttal Complaint states that: Mr [redacted] advised that he had a humming sound on his line constantly since December along with inconsistent Internet service with no resolutionMr [redacted] states that he has contacted Frontier on a daily basics about this situation and not only does he want resolution but he is also requesting full credit for since the beginning of Mr [redacted] advised that he feels he should get a $credit applied to his account for all the time he has put forth on this account trying to correct the issuesMr [redacted] also stated that he feels it is unjust that we want him to pay sixty percent of the monthly bill and we only want to credit forty percent Frontier has investigated the above statements and offers the following response: After reviewing the account, Frontier contacted Mr [redacted] to recap the previous complaint about the telephone and Internet repair request and being removed from auto pay for his Frontier monthly statementsFrontier had located a total of eight repair tickets for Mr [redacted] from March 22nd to June 15, Frontier contacted the local supervisor check on the issues with static on the linesAccording to the response the noise on the line was caused by a damaged cable underground that engineering did replaceMr [redacted] is still requesting the $credit even though he was given a total credit of $for service related issues since the beginning of the year and Frontier has broken the credits down for Mr [redacted] according to the monthsMr [redacted] stated that he would take no less than $which he feels in a fair compromise Frontier contacted Mr [redacted] July 13th, and advised him of the total credits that have been applied to his Frontier account since the beginning of Frontier also informed Mr [redacted] that Frontier has approved the additional credit of the $which will be applied to his August 4th statementMr [redacted] was satisfied with the credit applied Frontier has apologized to Mr [redacted] for any inconvenience this may have caused him We trust that this information will assist you in closing this rebuttal complaintWe apologize for any inconvenience Mr [redacted] has experienced as a result of this matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Hi Felicia - Thanks for your response and your research.I understand your response, but this matter can NOT be considered closed until I see my Total bill at $which is what the agent Lisa promised me on 1/12/That is why I filed a Revdex.com and FTC complaintYou have given me some credits which I definitely appreciate, but it does not solve the larger problem which is that I simply am asking what Lisa promised me on 1/12/(Total bill of $136)Unfortunately, this is not the first time this has happened This is the fourth time this is happening, i.e., agent promises me something on the phone, I get the bill weeks later and the bill is 20-30% higher than what I was promised I would request that Frontier only contact me when they can guarantee that my total bill will be $136.Until then this matter needs to be remain unresolved.Thanks for working on this issue!!! [redacted] Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I was not told during my 5/2/conversation with Frontier's representative of Frontier's day policyI was not told when my account was closed so a day wait period has no context to a calendarI was told I could expect a refund check by 5/12/& at the latest 5/20/Only a received check will resolve my complaint which has not yet been receivedI think it's an unfair business practice for Fronteir to hold onto customer refunds for a long period of time uncommon with industry business practicesGiven the number of similar complaints I would like the Revdex.com to explain why this practice has been allowed to continue for so long, negatively affecting many customers, costing them time & money Regards, Mark ***
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] The only acceptable resolution is for Frontier to uphold the promises multiple members of it's customer service and retention teams made for the HD ultimate tv package and 50/internet for $ [redacted]
Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.Frontier records indicate that the customer requested Simply Broadband Max for $per month The customer’s first billing statement included a $ shipping/handling charge that was credited on April 4, It also included Frontier Secure Identity Security Bundle for $from 3/28/ to 4/27/and a prorated charge of $for March – March On April 4, an order, [redacted] , was processed remove the Frontier Secure which will result of a credit of $for one month + prorated charges from the customer’s March 28, billing statementThe customer owes a total of $for his March 28, billing statementThis includes $prorated for Simply Broadband Max for March – March and $for March – April for a total of $ due on April 21, 2017.We apologize for any inconvenience this may have caused We trust this information will assist you in closing this case.Frontier Communications
Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to assess the situation.Frontier repaired and/or replaced equipment.Frontier spoke with Mr [redacted] , who advised that the internet service has improvedWe 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 Mr [redacted] bringing this matter to our attentionThe complaint states that:Mr [redacted] advises that he called Frontier to get his service transferred as he was moving and wanted a new set top box for his television service and was not advised that there would be a charge for the install of the new set top box.Mr [redacted] advises that when the technician came out he was advised at that time that there would be a charge per hour for the wiring and he was in no position to say no as he needed the Internet to work, he works at home.Mr [redacted] advises that he called Frontier multiple times because the television and Internet did not work because the technician used the wrong equipment and would not work and had to go to Starbucks all day to work.Mr [redacted] advises he disconnected service shortly after moving because of lack of help from Frontier.Mr [redacted] advises that he called into Frontier to see if they had a store to return equipment and was told he would receive a box and a mail label Mr [redacted] advises he had to call back Frontier as he never received the return box or label, it was sent out to the old address in error It was processed again and he received one box and packed it up with receivers and mailed it outFrontier has investigated the above statements and offers the following response: Frontier investigated and advises that a transfer order was placed to move service and tech brought out the new receiver instead of having it mailed The technician advised when he got to the location that there would a be charge for work to install a new FiOS outlet and four coax lines and the work performed and completed Frontier advises that Mr [redacted] called into Frontier on March 19, advising the line was cut and a repair ticket was placed and scheduled for March 20, The technician repaired the buried fiber cable and service was back working.Frontier advises that Mr [redacted] called back in on March 20, and advised that he had no television service, his telephone and Internet were working A technician went out on March 22, and tested the line and had no radio frequency and the ONT equipment was replaced with new and service was back working.Frontier advises that Mr [redacted] disconnected his service on March 31, and has a final balance owed of $ It is for tech work to install the new FiOS outlet and four coax lines and for service from March 9, to March 31, 2017.Frontier has advised Mr [redacted] that he can contact the Credit Protection Association at ###-###-#### to place a dispute for the balance owed on his final bill We 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 that the promotion for a free installation was not added to the original order.Frontier has internally addressed all training opportunities related to this complaint.Frontier further advises that all consumers should be quoted and charged the $for the delivery of the modem either by the technician or shipping to the residence.Frontier has removed the $and as a courtesy and waived the $shipping chargeThe total credit issued to the account since June 3, is $with all allocable taxes We trust that this information will assist you in closing this complaintWe regret any inconvenience that [redacted] C [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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that her bundle renewal would provide her a monthly bill of $plus tax and fees, however, this failed to happen.Ms [redacted] advises she wants to remove TV and just retain her internet, however, she does not want to be subject to an early termination fee nor be in a contract on the internet Frontier has investigated the above statements and offers the following response: Frontier advises that due to a system issue not all promotional discounts were fully activated on her bundle renewal orderFrontier advises that the TV was disconnected with no early termination fee and leaving the internet active with no contract Frontier has left multiple messages and emailed Ms [redacted] with our contact information, however, Ms [redacted] has not responded 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 you bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was billed for a full month of service even though she wanted the service to end earlier.In addition; Ms [redacted] states she has now received a bill with a $processing feeFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her services and is eligible tocontinue receiving service through the end of her billing cycle Ms [redacted] canalways stop the disconnection if she changed her mind.It is Frontier’s policy at any time the customer chooses to disconnect the broadband service, after the first days of service, a $processing fee will apply This fee covers the cost of processing the disconnection of the service at the central office or remote facility The processing fee is automatically added to orders when a customer is disconnecting Broadband serviceThe customer service representative has been trained to advise customers at the time of disconnection 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he was charged for a service call when the trouble was on Frontier’s side of the line Frontier has investigated the above statements and offers the following response: Upon investigation, Frontier found a trouble ticket completed on February 23, reporting that Mr [redacted] was unable to make outgoing or receive incoming calls on his home phone The Frontier technician noted on the repair ticket that he was able to make and receive calls from the protector, noted no access to the home and left a door tag.Frontier advised Mr [redacted] on February 21, that if the trouble was with Frontier that repair is covered and that if the trouble is not with Frontier there may be a repair charge and Mr [redacted] was advised of Frontier’s inside wire maintenance planFrontier attempted to speak to Mr [redacted] to advise of the above information but was unsuccessful Frontier left message via telephone on April 19, to advise of the above information and provided direct contact information
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] states that in the beginning of November she stopped using Frontier services for Internet Frontier told her that her auto payments would stop however they took an additional payment of $36.91, she would like this refundedFrontier has investigated the above statements and offers the following response: Frontier is reversing the payment of $to Ms [redacted] ’s bank account or credit card she made the last payment with and it can take three to five business days to see it refunded.Frontier tried several times to contact Ms [redacted] by phone however was only able to her leave messagesWe 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 investigated and found the following:Frontier runs a credit check on all customers requesting new service or a telephone account number The credit check protects the customer from unauthorized changes, identifies authorized parties making inquiries or changes to service and runs credit information to assist collections of delinquent accounts.Equifax Interconnect is used to run a credit check.The initial credit check is a soft inquiry.Frontier investigated and found there were two orders for installation in the name of [redacted] order # [redacted] and # [redacted] Both orders have been cancelled, however, a credit check was initiated both times Customer’s credit failed each timeA Frontier agent spoke with Mrs [redacted] to advise.Customer understands and is satisfied with explanation
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionAccording to the complaint, Mr [redacted] advises, he has experienced internet service concernsFrontier investigated the matter and advises, Frontier technical support opened a trouble ticket for the internet service concerns and found that the service is connected properly from the customer's home to the central officeFrontier technical support attempted to speak to Mr [redacted] for additional troubleshooting however Mr [redacted] advised he is on vacation and will return after the 4th of JulyFrontier advises should Mr [redacted] have additional concerns we will work directly with him upon a return callWe trust this information will assist you in closing this complaintWe apologize for any inconvenience he has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that Frontier billed him for equipment that he had originally been told to not worry about returning Mr [redacted] advises that he returned the equipment on November 22, and should have his account credited in full for the equipment that he should not have been billed forFrontier has investigated the above statements and offers the following response: Frontier advises that the equipment return was processed after the start of the December 16, billing cycle, which resulted in equipment charges being billed on that particular statement.Frontier advises charges have been credited in full, as indicated on the January 16, statement, and Mr [redacted] now has a final balance of zeroFrontier spoke with Mr [redacted] on January 24, and advised him of the above statements 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: Mr [redacted] states that Frontier billed him for service after he had it disconnected and request credit in the amount of $Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr***’ s service was disconnected on January 11, 2018.Frontier advises that a prorated credit was provided to the customer on the first final invoice dated February 1, in the amount of $62.00.Frontier has made several attempts to contact Mr [redacted] regarding this issue.Frontier advises that the contact phone number, listed on this complaint, of ###-###-#### is not in service.Frontier advises that a representative sent Mr [redacted] two emails, at the provided email address of [redacted] and has not received a response from the customer 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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states has been reported to credit bureaus in errorMs [redacted] states in October when she is speaking to Frontier to cancel her service no balance is outstandingMs [redacted] states she had not received a bill informing of final amount still due Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and advises on October 20, the order for disconnection dated for November 1, is placed, and the balance of the account was one hundred seventy-three dollars and seventy-six centsThe next billing cycle November 04, to December 03, has a balance coming forward of one hundred seventy-three dollars and sixty centsThe December4, to January 3, has the reversal of charges from the disconnection date requested and the remaining balance which is one hundred sixty-eight dollars and seventy-six cents.Frontier states that it will advise the credit bureaus that the account is now paid in fullFrontier advises after reviewing our records we show that the address on the billing prior to disconnection was the same address while the account was active and the billing being paidFrontier has not found any record of the billing returned, or undeliverable.Frontier has made several attempts to reach [redacted] ***; however, Frontier has been unsuccessful in speaking with [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
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 he has called several times to have both his residential and business accounts closed and the Frontier has not issued the orderFrontier has investigated the above statements and offers the following response: Frontier advised we spoke to Mr [redacted] on December 27, 2017, and advised our records do not indicate any request to disconnect his residential service.Frontier advises the residential account was suspended for non-pay on December 27, and will disconnect back to the suspension date if no payment is received within the next days.Frontier spoke to Mr [redacted] on December 29, regarding his business account [redacted] ***, and advised an order to disconnect his business services has been placed to disconnect the service as of January 3, with an effective date of December 29, Frontier advised that we have no record of a request to disconnect his business service prior Mr [redacted] is aware that the disconnection order will generate an early termination charge due to cancelling this business services prior to the committed term agreementWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below:I am outraged by the Frontier's incompetence and the company's irresponsible conductI have been getting mixed, confused, and downright dishonest responsesIn December was told my account cannot be transferred, so I had to cancel it, and open a new oneMy payments to the new account have been misdirected x2, and I had to call several times to straighten up the issueIn June I learned that my old account had not been cancelled in December as I requestedInstead, it was cancelled in FebruaryThere is no explanation as to whyDuring this time I was not living at the address on the account, nor I used the telephone or internet services, which, I'm sure, can be easily verifiedHowever, the company refuses to do soThen I was told it was a system error which will be correctedThen I learned it wasn't a system error, and I still owe a balanceI asked to speak to a representative's supervisor, and was told she was on vacation, and will be contacting me on MondayI am yet to receive that call, a week and a half laterI continue to insist that Frontier must own to the mistake it had made in my case, and cancel the balance it artificially created Regards, [redacted] ***
Thank 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] indicates she has been without telephone and Internet service since the transition from Verizon to Frontier.Frontier has investigated the above statements and offers the following response:Frontier issued a credit ($104.99) for the month Ms [redacted] has been without her Frontier telephone and Internet services Frontier’s policy is to issue an out of service credit of any period of a time a customer is without his or her Frontier service.Frontier has attempted to notify Ms [redacted] of the above, and to confirm that her services are now functioning properly, however has received no answer Frontier has left multiple messages to advise Ms [redacted] of the above Ms [redacted] has also been sent a letter with a direct contact to Frontier Communications.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
Tell us why hereThank you for referring the rebuttal complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this to our attention The Rebuttal Complaint states that: Mr [redacted] advised that he had a humming sound on his line constantly since December along with inconsistent Internet service with no resolutionMr [redacted] states that he has contacted Frontier on a daily basics about this situation and not only does he want resolution but he is also requesting full credit for since the beginning of Mr [redacted] advised that he feels he should get a $credit applied to his account for all the time he has put forth on this account trying to correct the issuesMr [redacted] also stated that he feels it is unjust that we want him to pay sixty percent of the monthly bill and we only want to credit forty percent Frontier has investigated the above statements and offers the following response: After reviewing the account, Frontier contacted Mr [redacted] to recap the previous complaint about the telephone and Internet repair request and being removed from auto pay for his Frontier monthly statementsFrontier had located a total of eight repair tickets for Mr [redacted] from March 22nd to June 15, Frontier contacted the local supervisor check on the issues with static on the linesAccording to the response the noise on the line was caused by a damaged cable underground that engineering did replaceMr [redacted] is still requesting the $credit even though he was given a total credit of $for service related issues since the beginning of the year and Frontier has broken the credits down for Mr [redacted] according to the monthsMr [redacted] stated that he would take no less than $which he feels in a fair compromise Frontier contacted Mr [redacted] July 13th, and advised him of the total credits that have been applied to his Frontier account since the beginning of Frontier also informed Mr [redacted] that Frontier has approved the additional credit of the $which will be applied to his August 4th statementMr [redacted] was satisfied with the credit applied Frontier has apologized to Mr [redacted] for any inconvenience this may have caused him We trust that this information will assist you in closing this rebuttal complaintWe apologize for any inconvenience Mr [redacted] has experienced as a result of this matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Hi Felicia - Thanks for your response and your research.I understand your response, but this matter can NOT be considered closed until I see my Total bill at $which is what the agent Lisa promised me on 1/12/That is why I filed a Revdex.com and FTC complaintYou have given me some credits which I definitely appreciate, but it does not solve the larger problem which is that I simply am asking what Lisa promised me on 1/12/(Total bill of $136)Unfortunately, this is not the first time this has happened This is the fourth time this is happening, i.e., agent promises me something on the phone, I get the bill weeks later and the bill is 20-30% higher than what I was promised I would request that Frontier only contact me when they can guarantee that my total bill will be $136.Until then this matter needs to be remain unresolved.Thanks for working on this issue!!! [redacted] Regards, [redacted]