The Complaint states that: Mr [redacted] states that he has a billing issueMr [redacted] states he was charged $upgrade fee without his knowledgeMr [redacted] also states he was charged for TV service even though he doesn’t have that service with FrontierMr [redacted] also states that his bill is supposed to be $per month for internet only but his bill each month is for $ Frontier has investigated the above statements and offers the following response: Frontier states that a representative contacted Mr [redacted] on November 7, to discuss billing issues.Frontier also states that the customer was charged an early termination fee when he switched from phone, internet and TV services to internet only with Frontier.Frontier also states that Mr [redacted] has had a balance forward every month due to not paying the entire balance billed including the early termination fee.Frontier also states that as a courtesy we have agreed to waive the early termination fee since customer is maintaining his internet service with Frontier.Frontier also states that a subsequent adjustment has been applied to Mr***’s account to remove the past due balance
The Complaint states that: Ms [redacted] advises that her installation was unsuccessful, but she received a bill for a full month of service and installation feesFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s account has been credited in full and removed from Frontier’s credit auditFrontier advises that we spoke to Ms [redacted] on August 3, to advise
Mr [redacted] experienced phone, Internet and TV service issues during the transition from Verizon to Frontier.Frontier issued credit for time out of service.Frontier has made several attempts to reach Mr [redacted] , unfortunately, our attempts have been unsuccessful
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] states that she is not receiving the promotional price that was quoted to her by Frontier.Ms [redacted] states that she canceled her Frontier television service and is requesting a credit in the amount of $for the three months she was billed full rate for the service Frontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s account and has determined that there was an error in her promotionFrontier issued an adjustment in the amount of $for the missing promotional discount that she should have received to cover the two full months she was billed for the television service.Frontier advises that an order was placed to remove the television service from Ms [redacted] ’s account and back dated to January 4, Frontier advises that the prorated credits will appear on Ms [redacted] ’s next statement from FrontierFrontier spoke with Ms [redacted] on January 16, to review this information with her.Ms [redacted] is satisfied 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: [redacted] states he has had difficulty having a second internet service installed at his locationFrontier has investigated the above statements and offers the following response: Frontier advises that Frontier has been in communication with authorized party [redacted] to assist in establishing the second internet service at the locationWe 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 advises that Mr [redacted] was offered an additional credit of $a month of his products and services.Mr [redacted] accepted the offer and has been provided direct contact information for additional concernsWe 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
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 Yesterday a person named Kevin contacted me I sent over emails from may forward to him He stated he doesn't have any records of me attempting to contact frontier I proved different and his response states I didn't contact until late July that is a lie I will forward what I sent him tomorrow I am home ill today and will do from work tomorrow The question in hand is why do I have backup and they don't It's because they lie Regards, [redacted] ***
Frontier Communications 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 contacted Frontier in August to cancel telephone service and keep Internet only He received his September statement and found that the telephone service was still being billed Mr [redacted] contacted Frontier and at this point was advised if the change was made he would be billed an early termination fee and is disputing this fee Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr [redacted] ’s account was installed with a term along with an auto renewal Frontier has agreed to remove the current term due to the auto renewal Frontier spoke to Mr [redacted] on September 15, and advised of the removal of the term and advised no early termination fee will apply Frontier also processed an order to remove the telephone service and set up stand-alone Internet service Frontier quoted a monthly cost of $with no term Mr [redacted] has our direct contact number and is currently satisfied with our 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
Frontier has reviewed the account of Mr [redacted] and finds that service was repaired on May 9, 2016.Frontier does apologize for any miscommunication or inconvenience caused and has issued an adjustment 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 him for bringing this matter to our attention The Complaint states that: During the change from Verizon to Frontier Mr [redacted] experienced a poor quality of cable and internetThe impossibility of paying his bill online and poor customer service Frontier has investigated the above statements and offers the following response: Frontier received no reports of any service issues or outages for Mr [redacted] to dateFrontier online portal allows users who do not know their password to reset the password to a new one, the pin number is not required onlineFrontier spoke to Mrand Mrs [redacted] on several occasions and assisted with offering a bill copy, due to the misplacement of his statement, as well as processing paymentsThe payments made after the transition were on April 7, 2016, June 12, 2016, July 6, 2016, July 28, however the payments were not the total amount dueFrontier spoke to Mr [redacted] and advised of the statements above and a courtesy credit of $will be issued for the inconvenience of Video on Demand issue after the transition 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
When Ms [redacted] had service they had to have a line to obtain DSL - through the years the technology was updated and a line is no longer neededFrontier is sorry for the miscommunications but again a phone was required at the time customer ordered servcie
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] advises that he called Frontier because his one year contract expired and wanted to renew his services at the same price, roughly $per monthMr [redacted] explained that he called Frontier and the representative explained that they would fix the bill and that Mr [redacted] price would remain the same Mr [redacted] advised that he received his bill and it was $which is incorrect and then Mr [redacted] called Frontier representative again and they explained that they would fix the billMr [redacted] explained he received the next bill and charges were $Mr [redacted] would like to have bill corrected Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 26, and explained that we have corrected his bill and that all credits were approvedFrontier explained each credit Mr [redacted] explained that he 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 Regards, [redacted]
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 he was billed for services he did not receive from FrontierFrontier has investigated the above statements and offers the following response: Frontier’s investigation found Mr [redacted] connected service with Frontier on November 28, and disconnected his service on December 6, 2017.Frontier also found that Mr [redacted] disconnected his service with Frontier because his previous provider would not allow him to keep his email address that he had with themFrontier advises that the balance due on Mr***’s account is valid and no credit will be issuedA Frontier representative spoke with Mr [redacted] on March 23, to adviseWe 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 Revdex.com bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises He has new service installed August 14, with the incorrect speed and issuesHe disconnected accountFrontier has investigated the above statements and offers the following response: Frontier advises the account has been credited in the amount of $ 347.56.Frontier spoke with Mr [redacted] on August 28, and advised of the credit and that if there were any pay per view or video on demand purchases he would be responsible for themWe 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 Communications Thank you for referring the complaint of [redacted] to our office for review We appreciate his bringing this matter to our attention The Complaint states that: Mr [redacted] contacted Frontier in February to setup internet services at his hanger on the Coeur D’Alene airportAn appointment was set for two weeks outNo technician came out to install, so Mr [redacted] called FrontierHe was informed the order had been canceledHe had not been notifiedAnother order was placed, then canceledMr [redacted] requests $an hour for two days taken off work ($560) or 6-months of free serviceIn lieu of compensation, Mr [redacted] requests copies of full audio recordings to make public, along with an apology from the company Frontier has investigated the above statements and offers the following response: Frontier placed order(s) for services for Mr [redacted] Initially it was determined Frontier was not able to provide traditional high speed internet over a copper phone line to the hanger in question: the premise did not qualify for traditional internetThe order was rewritten to install satellite based internet to the address An order entry error caused the order to be placed with an invalid address Frontier made a business decision that we are no longer offering satellite internet services We apologize that the decision came during the period Mr [redacted] was attempting to install servicesFrontier will be unable to provide Mr [redacted] service at the address requested at this timeFrontier terms of services (Frontier.com/terms) read, in part: FRONTIER DOES NOT WARRANT OR GUARANTEE THAT SERVICE CAN BE PROVISIONED TO YOUR LOCATION, OR THAT PROVISIONING WILL OCCUR ACCORDING TO A SPECIFIED SCHEDULE, EVEN IF FRONTIER HAS ACCEPTED YOUR ORDER FOR SERVICETHE PROVISIONING OF SERVICE IS SUBJECT TO NETWORK AVAILABILITY, CIRCUIT AVAILABILITY, LOOP LENGTH, THE CONDITION OF YOUR TELEPHONE LINE AND WIRING INSIDE YOUR LOCATION, AND YOUR COMPUTER/DEVICE CONFIGURATION AND CAPABILITIES, AMONG OTHER FACTORSIN THE EVENT YOUR LINE IS NOT PROVISIONED FOR ANY REASON, NEITHER YOU NOR FRONTIER SHALL HAVE ANY DUTIES OR OBLIGATIONS UNDER THIS AGREEMENT (OTHER THAN YOUR OBLIGATION TO RETURN ANY FRONTIER PROVIDED EQUIPMENT)In the event we are unable to install services, Frontier does not provide compensation for time lossRecordings of call center employees and required review software contain proprietary and confidential informationFrontier is unable to provide copies of call recordings 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 Brian M [redacted] Executive Customer Relations Frontier Communications
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] works from home and was promised that he would get the same Internet speeds he had before he bought his homeFrontier has investigated the above statements and offers the following response: Mr [redacted] was getting Mbps at his old location and when he moved he was only getting 12.On April 7, lines were bonded and Mr [redacted] was able to upgrade to the Ultimate speed which is as fast as Mbps Mr [redacted] was only able to get Mbpsand wanted the full 24.As stated in Frontier’s terms and conditions, “Actual Internet speeds may vary, and any speed advertised is not a guarantee Service is subject to availability.”As a result, Mr [redacted] is subscribing to the service tier for as fast as Mbps and receives 22-Mbps 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 attentionThe Complaint states that: Mr [redacted] states he is having issues with the Home Media DVR and connectivity issues when watching movies stating these issues have not been resolved, and he is paying for the productsMr [redacted] would also like 2-months credit and Frontier to come out and fix the issues at no charge Mr [redacted] states he has requested to reduce his service and was advised by omitting the phone the bill would increase Mr [redacted] states online is showing the promotional pricing available which would be a monthly savings Frontier has investigated the above statements and offers the following response: Frontier records do show the account under Ms [redacted] name, and Mr [redacted] is an authorized party on the accountFrontier has spoken to Mr [redacted] and advised that Frontier does need to troubleshoot before dispatching a technical out to his home Frontier tech support has left multiply messages for Mr [redacted] and at this time has not heard back from himFrontier has advised Mr [redacted] that in order to credit for a product we must be able to see that the trouble has been reported Frontier records do not show the issue reportedFrontier has provided Mr [redacted] with options for reducing the monthly bill and provided the promotions that MrOlson would be eligible for Review of Mr [redacted] account does show with the current products, the promotion expired 03/16/Frontier has provided Mr [redacted] with a contact number We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer Relations
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 have left messages to Amy on her machineThe resolution she's not getting is the fact that their employee quoted us the wrong priceWether they credited our accountWether they told me what the correct priceIt's after the factWhy would you quote someone the wrong price in the first place? You work there know you can't watch tv without having a receiverIt's not acceptableAsked her to get us to have our credit cleared by making sure our account is overThey disconnected my service without my approval toWhat company does that and still wants to charge them for something they don't haveThis is not acceptableThey are acting like I should have known thisTheir employees do not take ownership of their mistakes Regards, [redacted]
The first image will show you the bill date of November 1stThe second image will show you the $carry over and the $in late chargesMark F [redacted] has done nothing but lie to both the Revdex.com and me I will not settle for anything less than months of compensation as this has gone on now for SIX MONTHS!
The Complaint states that: Mr [redacted] states that he has a billing issueMr [redacted] states he was charged $upgrade fee without his knowledgeMr [redacted] also states he was charged for TV service even though he doesn’t have that service with FrontierMr [redacted] also states that his bill is supposed to be $per month for internet only but his bill each month is for $ Frontier has investigated the above statements and offers the following response: Frontier states that a representative contacted Mr [redacted] on November 7, to discuss billing issues.Frontier also states that the customer was charged an early termination fee when he switched from phone, internet and TV services to internet only with Frontier.Frontier also states that Mr [redacted] has had a balance forward every month due to not paying the entire balance billed including the early termination fee.Frontier also states that as a courtesy we have agreed to waive the early termination fee since customer is maintaining his internet service with Frontier.Frontier also states that a subsequent adjustment has been applied to Mr***’s account to remove the past due balance
The Complaint states that: Ms [redacted] advises that her installation was unsuccessful, but she received a bill for a full month of service and installation feesFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s account has been credited in full and removed from Frontier’s credit auditFrontier advises that we spoke to Ms [redacted] on August 3, to advise
Mr [redacted] experienced phone, Internet and TV service issues during the transition from Verizon to Frontier.Frontier issued credit for time out of service.Frontier has made several attempts to reach Mr [redacted] , unfortunately, our attempts have been unsuccessful
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] states that she is not receiving the promotional price that was quoted to her by Frontier.Ms [redacted] states that she canceled her Frontier television service and is requesting a credit in the amount of $for the three months she was billed full rate for the service Frontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s account and has determined that there was an error in her promotionFrontier issued an adjustment in the amount of $for the missing promotional discount that she should have received to cover the two full months she was billed for the television service.Frontier advises that an order was placed to remove the television service from Ms [redacted] ’s account and back dated to January 4, Frontier advises that the prorated credits will appear on Ms [redacted] ’s next statement from FrontierFrontier spoke with Ms [redacted] on January 16, to review this information with her.Ms [redacted] is satisfied 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: [redacted] states he has had difficulty having a second internet service installed at his locationFrontier has investigated the above statements and offers the following response: Frontier advises that Frontier has been in communication with authorized party [redacted] to assist in establishing the second internet service at the locationWe 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 advises that Mr [redacted] was offered an additional credit of $a month of his products and services.Mr [redacted] accepted the offer and has been provided direct contact information for additional concernsWe 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
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 Yesterday a person named Kevin contacted me I sent over emails from may forward to him He stated he doesn't have any records of me attempting to contact frontier I proved different and his response states I didn't contact until late July that is a lie I will forward what I sent him tomorrow I am home ill today and will do from work tomorrow The question in hand is why do I have backup and they don't It's because they lie Regards, [redacted] ***
Frontier Communications 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 contacted Frontier in August to cancel telephone service and keep Internet only He received his September statement and found that the telephone service was still being billed Mr [redacted] contacted Frontier and at this point was advised if the change was made he would be billed an early termination fee and is disputing this fee Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr [redacted] ’s account was installed with a term along with an auto renewal Frontier has agreed to remove the current term due to the auto renewal Frontier spoke to Mr [redacted] on September 15, and advised of the removal of the term and advised no early termination fee will apply Frontier also processed an order to remove the telephone service and set up stand-alone Internet service Frontier quoted a monthly cost of $with no term Mr [redacted] has our direct contact number and is currently satisfied with our 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
Frontier has reviewed the account of Mr [redacted] and finds that service was repaired on May 9, 2016.Frontier does apologize for any miscommunication or inconvenience caused and has issued an adjustment 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 him for bringing this matter to our attention The Complaint states that: During the change from Verizon to Frontier Mr [redacted] experienced a poor quality of cable and internetThe impossibility of paying his bill online and poor customer service Frontier has investigated the above statements and offers the following response: Frontier received no reports of any service issues or outages for Mr [redacted] to dateFrontier online portal allows users who do not know their password to reset the password to a new one, the pin number is not required onlineFrontier spoke to Mrand Mrs [redacted] on several occasions and assisted with offering a bill copy, due to the misplacement of his statement, as well as processing paymentsThe payments made after the transition were on April 7, 2016, June 12, 2016, July 6, 2016, July 28, however the payments were not the total amount dueFrontier spoke to Mr [redacted] and advised of the statements above and a courtesy credit of $will be issued for the inconvenience of Video on Demand issue after the transition 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
When Ms [redacted] had service they had to have a line to obtain DSL - through the years the technology was updated and a line is no longer neededFrontier is sorry for the miscommunications but again a phone was required at the time customer ordered servcie
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] advises that he called Frontier because his one year contract expired and wanted to renew his services at the same price, roughly $per monthMr [redacted] explained that he called Frontier and the representative explained that they would fix the bill and that Mr [redacted] price would remain the same Mr [redacted] advised that he received his bill and it was $which is incorrect and then Mr [redacted] called Frontier representative again and they explained that they would fix the billMr [redacted] explained he received the next bill and charges were $Mr [redacted] would like to have bill corrected Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 26, and explained that we have corrected his bill and that all credits were approvedFrontier explained each credit Mr [redacted] explained that he 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 Regards, [redacted]
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 he was billed for services he did not receive from FrontierFrontier has investigated the above statements and offers the following response: Frontier’s investigation found Mr [redacted] connected service with Frontier on November 28, and disconnected his service on December 6, 2017.Frontier also found that Mr [redacted] disconnected his service with Frontier because his previous provider would not allow him to keep his email address that he had with themFrontier advises that the balance due on Mr***’s account is valid and no credit will be issuedA Frontier representative spoke with Mr [redacted] on March 23, to adviseWe 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 Revdex.com bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises He has new service installed August 14, with the incorrect speed and issuesHe disconnected accountFrontier has investigated the above statements and offers the following response: Frontier advises the account has been credited in the amount of $ 347.56.Frontier spoke with Mr [redacted] on August 28, and advised of the credit and that if there were any pay per view or video on demand purchases he would be responsible for themWe 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 Communications Thank you for referring the complaint of [redacted] to our office for review We appreciate his bringing this matter to our attention The Complaint states that: Mr [redacted] contacted Frontier in February to setup internet services at his hanger on the Coeur D’Alene airportAn appointment was set for two weeks outNo technician came out to install, so Mr [redacted] called FrontierHe was informed the order had been canceledHe had not been notifiedAnother order was placed, then canceledMr [redacted] requests $an hour for two days taken off work ($560) or 6-months of free serviceIn lieu of compensation, Mr [redacted] requests copies of full audio recordings to make public, along with an apology from the company Frontier has investigated the above statements and offers the following response: Frontier placed order(s) for services for Mr [redacted] Initially it was determined Frontier was not able to provide traditional high speed internet over a copper phone line to the hanger in question: the premise did not qualify for traditional internetThe order was rewritten to install satellite based internet to the address An order entry error caused the order to be placed with an invalid address Frontier made a business decision that we are no longer offering satellite internet services We apologize that the decision came during the period Mr [redacted] was attempting to install servicesFrontier will be unable to provide Mr [redacted] service at the address requested at this timeFrontier terms of services (Frontier.com/terms) read, in part: FRONTIER DOES NOT WARRANT OR GUARANTEE THAT SERVICE CAN BE PROVISIONED TO YOUR LOCATION, OR THAT PROVISIONING WILL OCCUR ACCORDING TO A SPECIFIED SCHEDULE, EVEN IF FRONTIER HAS ACCEPTED YOUR ORDER FOR SERVICETHE PROVISIONING OF SERVICE IS SUBJECT TO NETWORK AVAILABILITY, CIRCUIT AVAILABILITY, LOOP LENGTH, THE CONDITION OF YOUR TELEPHONE LINE AND WIRING INSIDE YOUR LOCATION, AND YOUR COMPUTER/DEVICE CONFIGURATION AND CAPABILITIES, AMONG OTHER FACTORSIN THE EVENT YOUR LINE IS NOT PROVISIONED FOR ANY REASON, NEITHER YOU NOR FRONTIER SHALL HAVE ANY DUTIES OR OBLIGATIONS UNDER THIS AGREEMENT (OTHER THAN YOUR OBLIGATION TO RETURN ANY FRONTIER PROVIDED EQUIPMENT)In the event we are unable to install services, Frontier does not provide compensation for time lossRecordings of call center employees and required review software contain proprietary and confidential informationFrontier is unable to provide copies of call recordings 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 Brian M [redacted] Executive Customer Relations Frontier Communications
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] works from home and was promised that he would get the same Internet speeds he had before he bought his homeFrontier has investigated the above statements and offers the following response: Mr [redacted] was getting Mbps at his old location and when he moved he was only getting 12.On April 7, lines were bonded and Mr [redacted] was able to upgrade to the Ultimate speed which is as fast as Mbps Mr [redacted] was only able to get Mbpsand wanted the full 24.As stated in Frontier’s terms and conditions, “Actual Internet speeds may vary, and any speed advertised is not a guarantee Service is subject to availability.”As a result, Mr [redacted] is subscribing to the service tier for as fast as Mbps and receives 22-Mbps 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 attentionThe Complaint states that: Mr [redacted] states he is having issues with the Home Media DVR and connectivity issues when watching movies stating these issues have not been resolved, and he is paying for the productsMr [redacted] would also like 2-months credit and Frontier to come out and fix the issues at no charge Mr [redacted] states he has requested to reduce his service and was advised by omitting the phone the bill would increase Mr [redacted] states online is showing the promotional pricing available which would be a monthly savings Frontier has investigated the above statements and offers the following response: Frontier records do show the account under Ms [redacted] name, and Mr [redacted] is an authorized party on the accountFrontier has spoken to Mr [redacted] and advised that Frontier does need to troubleshoot before dispatching a technical out to his home Frontier tech support has left multiply messages for Mr [redacted] and at this time has not heard back from himFrontier has advised Mr [redacted] that in order to credit for a product we must be able to see that the trouble has been reported Frontier records do not show the issue reportedFrontier has provided Mr [redacted] with options for reducing the monthly bill and provided the promotions that MrOlson would be eligible for Review of Mr [redacted] account does show with the current products, the promotion expired 03/16/Frontier has provided Mr [redacted] with a contact number We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer Relations
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 have left messages to Amy on her machineThe resolution she's not getting is the fact that their employee quoted us the wrong priceWether they credited our accountWether they told me what the correct priceIt's after the factWhy would you quote someone the wrong price in the first place? You work there know you can't watch tv without having a receiverIt's not acceptableAsked her to get us to have our credit cleared by making sure our account is overThey disconnected my service without my approval toWhat company does that and still wants to charge them for something they don't haveThis is not acceptableThey are acting like I should have known thisTheir employees do not take ownership of their mistakes Regards, [redacted]
The first image will show you the bill date of November 1stThe second image will show you the $carry over and the $in late chargesMark F [redacted] has done nothing but lie to both the Revdex.com and me I will not settle for anything less than months of compensation as this has gone on now for SIX MONTHS!