Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that: Ms [redacted] ’s phone, Internet and Television service were interruptedMs [redacted] stated Frontier fiber cable broke her television sets and her [redacted] phone systemsMs [redacted] wants Frontier to replace a inch [redacted] television, a inch [redacted] television set and an [redacted] phone systemFrontier has investigated the above statements and offers the following response:Frontier contacted Ms [redacted] on April 22, she stated her Internet and Television services are working but her phone service now has no dial tone.Frontier sent out a technician on April 22, and repaired her phone service.Technician stating her [redacted] phones caused the dial tone not to work, and advised her not to use those phones or the dial tone would go out again.Frontier has turned in an insurance claim to investigate if Frontier equipment had damaged her equipmentMs [redacted] stated to go ahead and close the complaint and she will work with the insurance company.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: Ms [redacted] , at ###-###-####, states that she had experienced an outage with her Frontier landline telephone and Internet service Ms [redacted] states she has been paying her monthly Frontier bill for services that have not worked.Frontier has investigated the above statements and offers the following response: On May 5, 2016, Ms [redacted] had reported her Frontier landline telephone and Internet outage to Frontier On May 6, 2016, a Frontier technician was out to Ms [redacted] ’s location to resolve her outage Ms [redacted] had then contacted Frontier on May 10, 2016, stating that she needed a new modem box for her Frontier Internet service On May 11, 2016, a Frontier technician was out to Ms [redacted] ’s location to deliver her a new Frontier Internet modem box I have spoken with Ms [redacted] today, May 13, and have confirmed Ms [redacted] ’s Frontier landline telephone service is working properly Ms [redacted] has also informed myself that her computer is in the shop and once she gets her computer hooked back up she will contact me at, ###-###-####, to check on her Internet connection As of today, May 13, 2016, I have issued Ms [redacted] a credit in the amount of $to her Frontier account due to Ms [redacted] ’s outage she had experienced and for her inconvenience Ms [redacted] also has a credit in the amount of $6.07, in which a previous Frontier customer specialist had done Ms [redacted] is satisfied with the resolutionWe 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 below Regards, [redacted] I do not accept the response made by the business to resolve this complaintIn their response, they claim that they cancelled my "service" for non-paymentI am claiming that I never had an account with Frontier, nor did I ever use their "service" for any amount of timeThey have tried to contact me, and they have left messages for me to return their callsI have returned their calls, but have not been able to reach the man in charge of their complaint department, DavidI intend to keep calling until I reach David and speak with him until this matter is resolvedThank you[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below If Frontier claims I am being billed at the correct amount per their policies, there still remains a problem with my bill, as the agent did not quote this price, thus I did not agree to this amountI would not have agreed to pay that much for service, especially since I would not use the phone and barely use the TVI ask that Revdex.com requests the specific details of Frontier's investigation, and, most importantly, that Frontier provide Revdex.com with the February 6, call I placed to Frontier, in which the their Sales Agent Jason quoted the $price for the provided services Regards, [redacted] , ***
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] no longer has active services with Frontier.Frontier, in review of Mr [redacted] ’s account, found that he was overbilled on the final statement due to a system error.Frontier issued an adjustment for the overbilling of services on the final statementFrontier advises that Mr [redacted] is satisfied with this resolutionMr [redacted] presented no further questions or concerns and has been provided the assigned representative’s contact information for any future questions or concerns We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier has reviewed Ms [redacted] ’s account and found order #was scheduled for February 3rd however the order remained in a hold status in error On February 6th the order was rescheduled for February 13th The technician completed the installation on February 13th Frontier also found that a second order (#70417579) was placed on February 4th however the order was cancelled on February 6th when it was discovered that this was a duplicate order Frontier has applied a $courtesy credit on Ms [redacted] ’s account as offered by one of our agents Frontier found that due to a system issue an email was sent to the customer prior to installation which contained an invalid Amazon Prime Redemption code Frontier has sent Ms [redacted] an email with the new redemption code Frontier apologizes to the customer for the inconvenience that this matter has 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 The company called me three times within a hour period where I was awayWhen I return from vacation, I contacted the organizationI spoke with a man who answered the phone saying that he was in the "presidents office"He was rude, cut me off, stated "yeah yeah you just want your rate quoted" when I was explaining my frustration with the numerous calls I've had to makeHe came across as completely dismissive He stated that the quote that I received was not one that I actually DID receive, and was the effect of a billing errorHe explained that I was fortunate that they were not collecting monies from me regarding that billing error He stated he wanted to listen to the tape of my first call so that he could get to the bottom of what rate I was quoted, even though it wasn't on the first call that that rate was actually quotedHowever I gave him the series of phone numbers, as I was unsure which number I called fromHe told me that if I had called from work, which would've shown up as an number, he wouldn't be able to do any further research on the situation He told me he would call me back, after he heard the tape, with a proposalI was seriously taking aback at the attitude that he portrayedBut it's not unlike the rest of the organization that I've interacted with-unhelpful, condescending.I now await his call back Regards, [redacted]
Customer Name [redacted] Phone ###-###-#### Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Issue 1Mr [redacted] advises has three phone lines losing service since April 17, Issue 2Mr [redacted] advises has spoken to many representatives in Frontier and has not received resolutionIssue Frontier has investigated the above statements and offers the following response: Response 1Frontier advises our system shows that on June 1, service on all three lines were restoredResponse 2Frontier has issued a credit of $for the service outage Mr [redacted] has experiencedMr [redacted] will see this credit on his next statementResponse Frontier sincerely apologizes for the inconvenience Mr [redacted] experienced due the converting of systems and losing services 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 below I greatly appreciate your crediting my account However, the account stills shows a remaining balance of $ I am curious as to what this remainder is for As far as I am aware, I have kept up with my payments Each month paying the amount that I own frontier minus the refund that I was owed ($154.97) So once the refund was processed my account should have been down to zero Please let me know what remaining $is for.Thank you again for your help thus far, it is greatly appreciated Regards, [redacted]
Frontier has investigated the above statements and offers the following response: Frontier advised that no additional information has been provided to Frontier.Frontier further advises that Ms [redacted] is responsible for the balance on each account We 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 Ms [redacted] - [redacted] to our office for reviewWe appreciate Ms [redacted] - [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] - [redacted] had an interruption in her internet services in April and was requesting it fixed and she be issued an out of service creditFrontier has investigated the above statements and offers the following response: Frontier resolved any internet connectivity issues Ms [redacted] - [redacted] experienced as of April 22, and has issue her a $out of service creditWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] - [redacted] has experienced as a result of the above matter
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: [redacted] states that she was without service due to a hail storm in April, and did not receive any out of service credit Frontier has investigated the above statements and offers the following response:Frontier investigated Ms [redacted] ’s account and found a trouble report # [redacted] was reported on April 20th, and was repaired on May 7th, Ms [redacted] would be eligible for days of out of service credit, however due to her inconvenience, I issued a full month credit of $(Includes tax), in which will post within 1-bill cycles.Ms [redacted] ’s account also shows that she has been issued a courtesy $credit for her inconvenience that posted on her September 23, bill date.Frontier checked and show that bill statements are being sent to the address we have on file and have not been returned, which is the same address as the service address.An Frontier representative has attempted to reach out to Ms [redacted] to review our findings but have been unsuccessful in our multiple attemptsWe 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 Specialist: James N*** Department: Customer RelationsTelephone Number: ###-###-#### Ext [redacted] Fax Number: ###-###-####
Frontier’s Local Manager has advised that Mr [redacted] ’s service issue was resolved as part of a common cause network issue.The Technicians made three unsuccessful attempts to reach the customer on 5/25/16, 5/26/16, and 5/27/16.A technician then replaced a bad wall jack on 6/15/16.The Technician found the modem to be working well on 6/20/ The technicians involved with this customer has been questioned regarding their customer service and coached by the Local Manager.Frontier has issued a credit in the amount of $that will appear on the next billing statement
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 her Frontier bill has continuously increased without explanation and disagrees that she responsible for this balanceMs [redacted] also advises her due date changed without her permission or knowledge Frontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] is noticing an increasing balance as a result of payments not being made by their due dateBecause a new bill is also generating before the payment is received for the previous month, her bills often reflect multiple month’s bills due Frontier advises due dates are based on the bill cycle dateCustomer’s bills are due days after their bill generatesMs [redacted] ’s bill generates on the 16th of each monthSince Frontier and Verizon have different billing systems, it is possible converted accounts may experience a change in their due datesFrontier has contacted Ms [redacted] and advised of the above statements, as well as, attached a timeline of her billing and payments to better understand her charges We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier has investigated the complaint and offers the following response: Frontier has waived the Early Termination fee of $100.00Customer will see on the next bill cycle
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.According to the complaint: [redacted] advised she was not informed of the transition from Verizon to Frontier.Ms [redacted] states was unable to reach Frontier for credit and an account change.Frontier has investigated the above statements and offers the following response: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 information.We spoke with Ms [redacted] on January 27, for a credit reversal due to auto draft being off and account is disconnected.Please allow thirty to sixty days, or Final Bill to reflect credit applied in the amount of $61.02.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 Specialist: Bridget G [redacted] Department: Executive Customer Relations
Frontier CommunicationsThank you for referring the complaint of a [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that:Ms [redacted] is stating that she was billed an ETF for cancelling her servicesShe feels that she should have been advised of the ETF and auto renewalFrontier has investigated the above statements and offers the following response:The customer was enrolled in a month commitment that was scheduled to expire on May 20, The customer cancelled services on August 13, An early termination fee is billed when services are cancelled prior to the expiration of the contract termFrontier agreed as a onetime courtesy to waive the $early termination fee.Please allow 1-bill cycles for this credit to reflect on the customer bill statement.Frontier representative have spoken to Ms [redacted] and advised of the credit.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General Manager
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: Customer he was quoted plus tax per month for phone, internet and tv and his first bill was $ Frontier has investigated the above statements and offers the following response: Frontier placed a total of $in adjustments on his account, valid charges were removed as well.Frontier spoke with Mr [redacted] and stated that if he did not want to be in a year term his total would be $plus taxes and surcharges or he could agree to the term and his charges would be plus taxes and surchargesMr [redacted] refused to agree to the term and refused to pay $He then decided to cancel his service effective October 10, 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 above statements and offers the following response: Frontier has reviewed the account of Mr [redacted] and finds that the help desk escalations team has made contact with Mr [redacted] and confirmed all services are working well.Frontier has issued an adjustment in the amount of $for the missed commitment and time out of serviceWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: In September Frontier applied four payments to Ms [redacted] ’s account totaling the amount of $which placed a credit balance on the accountHowever Frontier only received one payment in September for $the other three did not come out of Ms [redacted] ’s bank accountMs [redacted] discontinued service with Frontier on November 01, and received a refund in the amount of $113.41.Due to the fact that the September payments never came out of Ms [redacted] bank account this refund should have not been issued.The due balance in the amount of $are billable charges from September through NovemberMs [redacted] Frontier account was written off on April 22, Ms [redacted] made a payment to Frontier for $on April 24, 2017.Please allow up to days for credit bureaus to update Ms [redacted] ’s report to show the item as paid We regret any inconvenience that Ms [redacted] may have 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 her bringing this matter to our attention.The Complaint states that: Ms [redacted] ’s phone, Internet and Television service were interruptedMs [redacted] stated Frontier fiber cable broke her television sets and her [redacted] phone systemsMs [redacted] wants Frontier to replace a inch [redacted] television, a inch [redacted] television set and an [redacted] phone systemFrontier has investigated the above statements and offers the following response:Frontier contacted Ms [redacted] on April 22, she stated her Internet and Television services are working but her phone service now has no dial tone.Frontier sent out a technician on April 22, and repaired her phone service.Technician stating her [redacted] phones caused the dial tone not to work, and advised her not to use those phones or the dial tone would go out again.Frontier has turned in an insurance claim to investigate if Frontier equipment had damaged her equipmentMs [redacted] stated to go ahead and close the complaint and she will work with the insurance company.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: Ms [redacted] , at ###-###-####, states that she had experienced an outage with her Frontier landline telephone and Internet service Ms [redacted] states she has been paying her monthly Frontier bill for services that have not worked.Frontier has investigated the above statements and offers the following response: On May 5, 2016, Ms [redacted] had reported her Frontier landline telephone and Internet outage to Frontier On May 6, 2016, a Frontier technician was out to Ms [redacted] ’s location to resolve her outage Ms [redacted] had then contacted Frontier on May 10, 2016, stating that she needed a new modem box for her Frontier Internet service On May 11, 2016, a Frontier technician was out to Ms [redacted] ’s location to deliver her a new Frontier Internet modem box I have spoken with Ms [redacted] today, May 13, and have confirmed Ms [redacted] ’s Frontier landline telephone service is working properly Ms [redacted] has also informed myself that her computer is in the shop and once she gets her computer hooked back up she will contact me at, ###-###-####, to check on her Internet connection As of today, May 13, 2016, I have issued Ms [redacted] a credit in the amount of $to her Frontier account due to Ms [redacted] ’s outage she had experienced and for her inconvenience Ms [redacted] also has a credit in the amount of $6.07, in which a previous Frontier customer specialist had done Ms [redacted] is satisfied with the resolutionWe 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 below Regards, [redacted] I do not accept the response made by the business to resolve this complaintIn their response, they claim that they cancelled my "service" for non-paymentI am claiming that I never had an account with Frontier, nor did I ever use their "service" for any amount of timeThey have tried to contact me, and they have left messages for me to return their callsI have returned their calls, but have not been able to reach the man in charge of their complaint department, DavidI intend to keep calling until I reach David and speak with him until this matter is resolvedThank you[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below If Frontier claims I am being billed at the correct amount per their policies, there still remains a problem with my bill, as the agent did not quote this price, thus I did not agree to this amountI would not have agreed to pay that much for service, especially since I would not use the phone and barely use the TVI ask that Revdex.com requests the specific details of Frontier's investigation, and, most importantly, that Frontier provide Revdex.com with the February 6, call I placed to Frontier, in which the their Sales Agent Jason quoted the $price for the provided services Regards, [redacted] , ***
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] no longer has active services with Frontier.Frontier, in review of Mr [redacted] ’s account, found that he was overbilled on the final statement due to a system error.Frontier issued an adjustment for the overbilling of services on the final statementFrontier advises that Mr [redacted] is satisfied with this resolutionMr [redacted] presented no further questions or concerns and has been provided the assigned representative’s contact information for any future questions or concerns We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier has reviewed Ms [redacted] ’s account and found order #was scheduled for February 3rd however the order remained in a hold status in error On February 6th the order was rescheduled for February 13th The technician completed the installation on February 13th Frontier also found that a second order (#70417579) was placed on February 4th however the order was cancelled on February 6th when it was discovered that this was a duplicate order Frontier has applied a $courtesy credit on Ms [redacted] ’s account as offered by one of our agents Frontier found that due to a system issue an email was sent to the customer prior to installation which contained an invalid Amazon Prime Redemption code Frontier has sent Ms [redacted] an email with the new redemption code Frontier apologizes to the customer for the inconvenience that this matter has 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 The company called me three times within a hour period where I was awayWhen I return from vacation, I contacted the organizationI spoke with a man who answered the phone saying that he was in the "presidents office"He was rude, cut me off, stated "yeah yeah you just want your rate quoted" when I was explaining my frustration with the numerous calls I've had to makeHe came across as completely dismissive He stated that the quote that I received was not one that I actually DID receive, and was the effect of a billing errorHe explained that I was fortunate that they were not collecting monies from me regarding that billing error He stated he wanted to listen to the tape of my first call so that he could get to the bottom of what rate I was quoted, even though it wasn't on the first call that that rate was actually quotedHowever I gave him the series of phone numbers, as I was unsure which number I called fromHe told me that if I had called from work, which would've shown up as an number, he wouldn't be able to do any further research on the situation He told me he would call me back, after he heard the tape, with a proposalI was seriously taking aback at the attitude that he portrayedBut it's not unlike the rest of the organization that I've interacted with-unhelpful, condescending.I now await his call back Regards, [redacted]
Customer Name [redacted] Phone ###-###-#### Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Issue 1Mr [redacted] advises has three phone lines losing service since April 17, Issue 2Mr [redacted] advises has spoken to many representatives in Frontier and has not received resolutionIssue Frontier has investigated the above statements and offers the following response: Response 1Frontier advises our system shows that on June 1, service on all three lines were restoredResponse 2Frontier has issued a credit of $for the service outage Mr [redacted] has experiencedMr [redacted] will see this credit on his next statementResponse Frontier sincerely apologizes for the inconvenience Mr [redacted] experienced due the converting of systems and losing services 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 below I greatly appreciate your crediting my account However, the account stills shows a remaining balance of $ I am curious as to what this remainder is for As far as I am aware, I have kept up with my payments Each month paying the amount that I own frontier minus the refund that I was owed ($154.97) So once the refund was processed my account should have been down to zero Please let me know what remaining $is for.Thank you again for your help thus far, it is greatly appreciated Regards, [redacted]
Frontier has investigated the above statements and offers the following response: Frontier advised that no additional information has been provided to Frontier.Frontier further advises that Ms [redacted] is responsible for the balance on each account We 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 Ms [redacted] - [redacted] to our office for reviewWe appreciate Ms [redacted] - [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] - [redacted] had an interruption in her internet services in April and was requesting it fixed and she be issued an out of service creditFrontier has investigated the above statements and offers the following response: Frontier resolved any internet connectivity issues Ms [redacted] - [redacted] experienced as of April 22, and has issue her a $out of service creditWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] - [redacted] has experienced as a result of the above matter
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: [redacted] states that she was without service due to a hail storm in April, and did not receive any out of service credit Frontier has investigated the above statements and offers the following response:Frontier investigated Ms [redacted] ’s account and found a trouble report # [redacted] was reported on April 20th, and was repaired on May 7th, Ms [redacted] would be eligible for days of out of service credit, however due to her inconvenience, I issued a full month credit of $(Includes tax), in which will post within 1-bill cycles.Ms [redacted] ’s account also shows that she has been issued a courtesy $credit for her inconvenience that posted on her September 23, bill date.Frontier checked and show that bill statements are being sent to the address we have on file and have not been returned, which is the same address as the service address.An Frontier representative has attempted to reach out to Ms [redacted] to review our findings but have been unsuccessful in our multiple attemptsWe 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 Specialist: James N*** Department: Customer RelationsTelephone Number: ###-###-#### Ext [redacted] Fax Number: ###-###-####
Frontier’s Local Manager has advised that Mr [redacted] ’s service issue was resolved as part of a common cause network issue.The Technicians made three unsuccessful attempts to reach the customer on 5/25/16, 5/26/16, and 5/27/16.A technician then replaced a bad wall jack on 6/15/16.The Technician found the modem to be working well on 6/20/ The technicians involved with this customer has been questioned regarding their customer service and coached by the Local Manager.Frontier has issued a credit in the amount of $that will appear on the next billing statement
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 her Frontier bill has continuously increased without explanation and disagrees that she responsible for this balanceMs [redacted] also advises her due date changed without her permission or knowledge Frontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] is noticing an increasing balance as a result of payments not being made by their due dateBecause a new bill is also generating before the payment is received for the previous month, her bills often reflect multiple month’s bills due Frontier advises due dates are based on the bill cycle dateCustomer’s bills are due days after their bill generatesMs [redacted] ’s bill generates on the 16th of each monthSince Frontier and Verizon have different billing systems, it is possible converted accounts may experience a change in their due datesFrontier has contacted Ms [redacted] and advised of the above statements, as well as, attached a timeline of her billing and payments to better understand her charges We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier has investigated the complaint and offers the following response: Frontier has waived the Early Termination fee of $100.00Customer will see on the next bill cycle
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.According to the complaint: [redacted] advised she was not informed of the transition from Verizon to Frontier.Ms [redacted] states was unable to reach Frontier for credit and an account change.Frontier has investigated the above statements and offers the following response: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 information.We spoke with Ms [redacted] on January 27, for a credit reversal due to auto draft being off and account is disconnected.Please allow thirty to sixty days, or Final Bill to reflect credit applied in the amount of $61.02.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 Specialist: Bridget G [redacted] Department: Executive Customer Relations
Frontier CommunicationsThank you for referring the complaint of a [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that:Ms [redacted] is stating that she was billed an ETF for cancelling her servicesShe feels that she should have been advised of the ETF and auto renewalFrontier has investigated the above statements and offers the following response:The customer was enrolled in a month commitment that was scheduled to expire on May 20, The customer cancelled services on August 13, An early termination fee is billed when services are cancelled prior to the expiration of the contract termFrontier agreed as a onetime courtesy to waive the $early termination fee.Please allow 1-bill cycles for this credit to reflect on the customer bill statement.Frontier representative have spoken to Ms [redacted] and advised of the credit.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General Manager
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: Customer he was quoted plus tax per month for phone, internet and tv and his first bill was $ Frontier has investigated the above statements and offers the following response: Frontier placed a total of $in adjustments on his account, valid charges were removed as well.Frontier spoke with Mr [redacted] and stated that if he did not want to be in a year term his total would be $plus taxes and surcharges or he could agree to the term and his charges would be plus taxes and surchargesMr [redacted] refused to agree to the term and refused to pay $He then decided to cancel his service effective October 10, 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 above statements and offers the following response: Frontier has reviewed the account of Mr [redacted] and finds that the help desk escalations team has made contact with Mr [redacted] and confirmed all services are working well.Frontier has issued an adjustment in the amount of $for the missed commitment and time out of serviceWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: In September Frontier applied four payments to Ms [redacted] ’s account totaling the amount of $which placed a credit balance on the accountHowever Frontier only received one payment in September for $the other three did not come out of Ms [redacted] ’s bank accountMs [redacted] discontinued service with Frontier on November 01, and received a refund in the amount of $113.41.Due to the fact that the September payments never came out of Ms [redacted] bank account this refund should have not been issued.The due balance in the amount of $are billable charges from September through NovemberMs [redacted] Frontier account was written off on April 22, Ms [redacted] made a payment to Frontier for $on April 24, 2017.Please allow up to days for credit bureaus to update Ms [redacted] ’s report to show the item as paid We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter