Frontier has investigated the above statements and offers the following response: Frontier advises that the allegations regarding the technician were addressed in The case was resolved with Frontier’s security team on July 7, 2016.Frontier advises that the non- recurring charges for the technician visit that occurred in March of 2017, have been waived.Frontier advises that an adjustment has been issued equal to months of the monthly recurring charge for the internet serviceFrontier advises that Internet service speeds are based upon many factors including: customer location, customer equipment, and WiFi network interference Customer speeds may vary over time.Frontier has investigated Ms [redacted] ’s account and has determined that Ms [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms [redacted] ’s area at this time.Frontier spoke with Ms [redacted] in regards to the above We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: [redacted] was advised the billing would be $a month and was overcharged Frontier has investigated the above statements and offers the following response: Mr [redacted] had service from September 26, to November 21, 2016.Any disputed charges have been credited $was credited on November 17th, and $was credited October 21, The account closed with a balance of $ There have not been any payments made to the account until March 7, in the amount of $ This leaves a balance of $ This is the second month of and late fees Frontier finds the balance is validWe 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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states in October when she is speaking to Frontier to cancel her service no balance is outstandingMs [redacted] states she had no received a bill informing of final amount still dueMs [redacted] states has been reported to credit bureaus in errorFrontier 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 centsFrontier states that it will advise the credit bureaus that the account is now paid in fullFrontier has made several attempts to reach Ms***; however, Frontier has been unsuccessful in speaking with herWe 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
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 This is my second xomplybeing filed against frontier CommunicationsI have been working with Linda H [redacted] in consumer relations and I am still having issues with my servicesOn 12/I was told that my lines were tested and everything was goodOn 12/I had no TV internet or phone servicesI called and this was able to resolved over the phoneOn 12/I have no TV services and frontier is telling me it will be days for a technician to come outI should not be having issues with my services every weeksFrontier need to see what the issue is resolved the issue so I am not calling them twice a month I am requesting that someone from frontier contacts me and get my servyissues resolved and I want a full month credit Regards, [redacted] ***
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] advised Frontier he is not getting the internet service he is paying for Frontier has investigated the above statements and offers the following response: Frontier worked with Mr [redacted] to have his service moved to new DSLAM to improve their internet speeds.Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference Customer speeds may vary over time.Frontier has issued a $credit to Mr***’s account due to outages and slow speed We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
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 she would like an explanation of the billing statementsFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing our records indicate a payment received of $on 5/9/17Frontier advises upon reviewing our records indicate the 5/13/billing statement has a past due balance of $and the day monthly charges of $for a balance of due by 6/6/17.Frontier advises upon reviewing our records indicate the 6/13/billing statement has a past due balance on $and the charges for service of $due by 7/7/17.Frontier advises upon reviewing our records indicate on 6/20/an order was placed to remove internet service from the account with the billing for removal of internet service being backdated to 5/21/17.Frontier advises upon reviewing our records indicate on 6/20/an adjustment was made of $to adjust the cost of the internet service that was requested to be removed on 5/9/17.Frontier advises upon reviewing our records indicate the 7/13/billing statement reflect the $adjustment and shows the removal of internet service and is removing internet charges from 5/22/through 7/12/17.Frontier advises upon reviewing our records indicate the 7/13/the 7/13/billing statement has a balance coming forward of $and an EDLP Term Penalty of $due to not completing the two-year agreement that was from 7/18/through 7/17/The balance is $due by 8/7/17.Frontier advises upon reviewing the billing statements advise there is an early termination fee of up to $that can be seen on page of on the billing statementsFrontier advises upon reviewing our records indicate the 8/13/billing statement has a balance coming forward of $518.10, and shows charges for the phone service and the inside wire maintenance being removed due to the account being disconnected on 8/9/due to nonpayment.Frontier advises upon reviewing our records indicate the 9/13/billing statement has an adjustment of $to reflect the date request of 5/9/for removal of the internet serviceThe balance on the statement is $469.55Frontier advises upon reviewing our records indicate an adjustment has been made of $due to being billed in error for High Speed Internet Security Software which was free on prior billing.Frontier advises upon reviewing our records indicate the current final balance is $ which is due by 10/10/ 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
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] ported out his home telephone number and kept internet service and was charged an Early Termination FeeFrontier has investigated the above statements and offers the following response: · Frontier has reviewed the account of Mr [redacted] and finds that he was in a term with his phone service since 4/27/· This term was to last for years· Mr [redacted] was advised in bill messages of Frontier’s Convenient Auto Renewal Policy as shown below· As you agreed, your Frontier service includes a 1-year (or multi-year) term commitment with automatic renewal at then applicable pricing (excluding promotions) and an early termination fee of up to $depending on your bundle of servicePlease call Frontier if you have questions about the applicable early termination feeIn addition, please call Frontier at least days prior to your renewal date above if you wish to cancel your auto-renewalAs noted on page of every bill, visit Frontier.com/terms, Frontier.com/tariffs or call Customer Service for other important service Terms, Conditions, and Policies· Mr [redacted] ported his number to another provider on 7/26/and upon doing so, an early termination fee did generate as Frontier did not hear from Mr [redacted] as advised within the bill message· Frontier continued to honor the monthly discounts to his phone service as a result· Frontier as a courtesy has placed an adjustment in the amount of $that has brought his account to a zero balance· Mr [redacted] will see this adjustment on his 10/10/billing statementWe 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 belowThis complaint isn't even about my already terrible internet speedsthis complaint is about my constant LOSS of service due to a faulty line or something somewhereI'm fully aware my speeds are crap and I don't get 768kb anyways, I get 60-80k which is barely in the 10% range of what they say I'm provisioned forBut that's not what my complaint is about.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've received no such attempts to contact meYes, the account was originally supposed to be a transfer, but I decided to close the account insteadBut you failed to close the account and continued to bill me for services I didn't want.This in no way resolves the matter Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises her first bill was higher than quoted and her television is sometimes pixelatedFrontier has investigated the above statements and offers the following response: A review of the account reflects the first bill was higher than due to Frontier billing services one month in advance Ms [redacted] ’s first bill reflected charges for days of serviceFrontier advises Frontier representative spoke with Ms [redacted] and advised her of the proration and advised she will not be receiving bills that high in the futureMs [redacted] has advised she is no longer having issues with the pixilation and has no outstanding issuesWe 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
Per Frontier records, an adjustment was pending in the amount of $The adjustment has been approved and applied to Mr***’s account A Frontier agent called and spoke to Mr [redacted] to advise His current balance is $of which he will send as soon as possible Case closed
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing billingFrontier has investigated the above statements and offers the following response: Frontier advises a credit of $ for missing promotions, courtesy credit and partial late feesThis brings the final balance due to $ 350.56.Frontier spoke with Ms [redacted] on December 8, and discussed the aboveWe 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 and found the following: Ms***’ current balance is $514.91.Customer’s 8/27/billing statement was $(billed from 8/– 9/26)$- $= $132.52/past due + new charges/$making 9/27/billing statement $$318.05/past due plus new charges/$= $balance due on the 10/27/billing statementMs [redacted] billed $30/Freedom Essentials + $93.99/Ultimate HD TV + $5/FIOS 50/Data + $15/Home DVR + $20/Set Top Box = $- $4/TV Credit = $+ taxes monthlyCredits have been given already on the 3/27/17, 4/27/17, 5/27/17, 6/27/17, 7/27/bills to correct the price down to the promo priceThe following credits were issued on the account for the past months: 9/1/$68.99/BUNDLE DISCOUNT8/21/$68.99/BUNDLE CREDIT8/18/$9.03/Late FeeAccount has been adjusted and no other credits are warranted at this timeFrontier needs verbal verification from Ms [redacted] if she still wants to disconnect the service since no requests for a disconnect of services were foundWe can still honor the date her complaint was submitted as a disconnect date once we speak with her Frontier was unable to speak to Ms [redacted] but has left messages on her listed can be reached number of ###-###-####No email address was provided for contactMs [redacted] can contact a Frontier representative at her earliest convenience at [redacted] ***
Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] refund has been processed and received within 7-business days.Frontier has contacted customer, ensured satisfaction, and provided direct contact information should he require further assistance 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
The Complaint states that: Ms [redacted] advises Frontier disconnected her services permanently when she paid the bill on the same day the service was disconnectedFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’ account was temporarily disconnected on March 15, and permanently disconnected on April 2, Frontier advises that reminder notices were sent on January 29, for $and on February 27, or and March 30, for $ Frontier advises that reminder voice messages were left on February 2, March 6, March 13, and March 14, 2018.Frontier advises that a payment was received for $on February 23, for the December 27, bill statement that was due on January 22, 2018, and a payment was received for $on April 4, two days after the services were permanently disconnected.Frontier advises Ms [redacted] installed Frontier service on December 26, with the QHoliday promotion with months free HBO that included a prorated early termination fee for the months remaining on the contract Frontier terms of service can be viewed at [redacted] Frontier spoke to Ms [redacted] on April 12, and advised 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 she was experiencing issues before the switch from Verizon to Frontier Ms [redacted] states that her billing has been incorrect since January Ms [redacted] states that she experienced long hold times Ms [redacted] would like her billing correct Frontier has investigated the above statements and offers the following response: Frontier has researched and found an order placed on 5/17/and completed on 5/18/to fix the customers services Frontier has credited the customer for the month of AprilThe credits are as follows $ Courtesy credit, credit of $for phone services, and credit of $for internet services Frontier has also researched and found that since January there has been one payment of $ Frontier has apologized to Ms [redacted] for the long wait times when calling in about her account 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 CommunicationsThank 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:She states she was due a refund from Frontier and it has taken too long.She is requesting to receive the refund immediatelyFrontier has investigated the above statements and offers the following response:Frontier advises that our refund policy is to issue them within days from the date of service disconnection or termination.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.We left a direct message to Ms [redacted] and apologized for any inconvenienceWe advised of Frontier policyWe 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: Bridget G [redacted] Department: Executive Relations
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 a payment was posted to her Frontier account that should have been applied to her Verizon account Frontier has investigated the above statements and offers the following response: Frontier records confirm Ms [redacted] deactivated her Frontier account on July 5, A Frontier Customer Service Representative made several attempts to contact Ms [redacted] to discuss the payment and has been unable to reach her Several messages were left for Ms [redacted] and a letter was mailed which all provided direct contact information for the representative The Frontier Customer Service Representative will continue to assist Ms [redacted] with any future inquiresOur expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening againWe 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 Mr [redacted] bringing this matter to our attention The Complaint states that: • Mr [redacted] states he experiences speed and connectivity issues with his internet • Mr [redacted] states that there are no improvements made in his area • Mr [redacted] states during the holidays he had a day outage and has not had any significant compensation • Mr [redacted] states that the advertised speeds are incorrect and he is not receiving the service he is paying for Frontier has investigated the above statements and offers the following response: • Frontier advises that Internet service speeds are based upon many factors; including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over time • Frontier continues to work toward a solution that will improve Mr [redacted] ’s Internet serviceIt is our expectation that Frontier will upgrade its network in Mr [redacted] ’s area later in the yearGiven that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion • Account review shows Mr [redacted] was part of a common cause outage reported on 12/25/which was resolved on 12/28/Mr [redacted] was provided days of time out of service credit in the amount of $for this outageTime out of service credit is calculated by taking the monthly rate for internet divided by days times the number of days out of service ($19.99/30xday=$3.33) • As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guaranteeFrontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteedService subject to availability.” Mr [redacted] pays $per month for his Frontier internet which is the lowest price available 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 Executive Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises Frontier has not honored his contract that was established with Verizon prior to conversion, resulting in inaccurate billing Frontier has investigated the above statements and offers the following response: Frontier advises an investigation of the account revealed that Mr [redacted] ’s promotions were removed in error when he disconnected his second lineFrontier advises credits totaling $have been applied to Mr [redacted] ’s account to correct the past billingFrontier advises Mr [redacted] ’s billing going forward will be $a month plus taxThis has been back dated to December 25, Mr [redacted] will see credit for this on his January 25, bill cycleA Frontier representative will be following up to ensure accuracyFrontier has attempted to contact Mr [redacted] via email and phone call to advise of the above statementsDirect contact information for a Frontier representative has been provided, should Mr [redacted] have any further inquiries regarding this matter 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 above statements and offers the following response: Frontier advises that the allegations regarding the technician were addressed in The case was resolved with Frontier’s security team on July 7, 2016.Frontier advises that the non- recurring charges for the technician visit that occurred in March of 2017, have been waived.Frontier advises that an adjustment has been issued equal to months of the monthly recurring charge for the internet serviceFrontier advises that Internet service speeds are based upon many factors including: customer location, customer equipment, and WiFi network interference Customer speeds may vary over time.Frontier has investigated Ms [redacted] ’s account and has determined that Ms [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms [redacted] ’s area at this time.Frontier spoke with Ms [redacted] in regards to the above We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: [redacted] was advised the billing would be $a month and was overcharged Frontier has investigated the above statements and offers the following response: Mr [redacted] had service from September 26, to November 21, 2016.Any disputed charges have been credited $was credited on November 17th, and $was credited October 21, The account closed with a balance of $ There have not been any payments made to the account until March 7, in the amount of $ This leaves a balance of $ This is the second month of and late fees Frontier finds the balance is validWe 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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states in October when she is speaking to Frontier to cancel her service no balance is outstandingMs [redacted] states she had no received a bill informing of final amount still dueMs [redacted] states has been reported to credit bureaus in errorFrontier 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 centsFrontier states that it will advise the credit bureaus that the account is now paid in fullFrontier has made several attempts to reach Ms***; however, Frontier has been unsuccessful in speaking with herWe 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
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 This is my second xomplybeing filed against frontier CommunicationsI have been working with Linda H [redacted] in consumer relations and I am still having issues with my servicesOn 12/I was told that my lines were tested and everything was goodOn 12/I had no TV internet or phone servicesI called and this was able to resolved over the phoneOn 12/I have no TV services and frontier is telling me it will be days for a technician to come outI should not be having issues with my services every weeksFrontier need to see what the issue is resolved the issue so I am not calling them twice a month I am requesting that someone from frontier contacts me and get my servyissues resolved and I want a full month credit Regards, [redacted] ***
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] advised Frontier he is not getting the internet service he is paying for Frontier has investigated the above statements and offers the following response: Frontier worked with Mr [redacted] to have his service moved to new DSLAM to improve their internet speeds.Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference Customer speeds may vary over time.Frontier has issued a $credit to Mr***’s account due to outages and slow speed We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
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 she would like an explanation of the billing statementsFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing our records indicate a payment received of $on 5/9/17Frontier advises upon reviewing our records indicate the 5/13/billing statement has a past due balance of $and the day monthly charges of $for a balance of due by 6/6/17.Frontier advises upon reviewing our records indicate the 6/13/billing statement has a past due balance on $and the charges for service of $due by 7/7/17.Frontier advises upon reviewing our records indicate on 6/20/an order was placed to remove internet service from the account with the billing for removal of internet service being backdated to 5/21/17.Frontier advises upon reviewing our records indicate on 6/20/an adjustment was made of $to adjust the cost of the internet service that was requested to be removed on 5/9/17.Frontier advises upon reviewing our records indicate the 7/13/billing statement reflect the $adjustment and shows the removal of internet service and is removing internet charges from 5/22/through 7/12/17.Frontier advises upon reviewing our records indicate the 7/13/the 7/13/billing statement has a balance coming forward of $and an EDLP Term Penalty of $due to not completing the two-year agreement that was from 7/18/through 7/17/The balance is $due by 8/7/17.Frontier advises upon reviewing the billing statements advise there is an early termination fee of up to $that can be seen on page of on the billing statementsFrontier advises upon reviewing our records indicate the 8/13/billing statement has a balance coming forward of $518.10, and shows charges for the phone service and the inside wire maintenance being removed due to the account being disconnected on 8/9/due to nonpayment.Frontier advises upon reviewing our records indicate the 9/13/billing statement has an adjustment of $to reflect the date request of 5/9/for removal of the internet serviceThe balance on the statement is $469.55Frontier advises upon reviewing our records indicate an adjustment has been made of $due to being billed in error for High Speed Internet Security Software which was free on prior billing.Frontier advises upon reviewing our records indicate the current final balance is $ which is due by 10/10/ 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
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] ported out his home telephone number and kept internet service and was charged an Early Termination FeeFrontier has investigated the above statements and offers the following response: · Frontier has reviewed the account of Mr [redacted] and finds that he was in a term with his phone service since 4/27/· This term was to last for years· Mr [redacted] was advised in bill messages of Frontier’s Convenient Auto Renewal Policy as shown below· As you agreed, your Frontier service includes a 1-year (or multi-year) term commitment with automatic renewal at then applicable pricing (excluding promotions) and an early termination fee of up to $depending on your bundle of servicePlease call Frontier if you have questions about the applicable early termination feeIn addition, please call Frontier at least days prior to your renewal date above if you wish to cancel your auto-renewalAs noted on page of every bill, visit Frontier.com/terms, Frontier.com/tariffs or call Customer Service for other important service Terms, Conditions, and Policies· Mr [redacted] ported his number to another provider on 7/26/and upon doing so, an early termination fee did generate as Frontier did not hear from Mr [redacted] as advised within the bill message· Frontier continued to honor the monthly discounts to his phone service as a result· Frontier as a courtesy has placed an adjustment in the amount of $that has brought his account to a zero balance· Mr [redacted] will see this adjustment on his 10/10/billing statementWe 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 belowThis complaint isn't even about my already terrible internet speedsthis complaint is about my constant LOSS of service due to a faulty line or something somewhereI'm fully aware my speeds are crap and I don't get 768kb anyways, I get 60-80k which is barely in the 10% range of what they say I'm provisioned forBut that's not what my complaint is about.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've received no such attempts to contact meYes, the account was originally supposed to be a transfer, but I decided to close the account insteadBut you failed to close the account and continued to bill me for services I didn't want.This in no way resolves the matter Regards, [redacted] ***
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises her first bill was higher than quoted and her television is sometimes pixelatedFrontier has investigated the above statements and offers the following response: A review of the account reflects the first bill was higher than due to Frontier billing services one month in advance Ms [redacted] ’s first bill reflected charges for days of serviceFrontier advises Frontier representative spoke with Ms [redacted] and advised her of the proration and advised she will not be receiving bills that high in the futureMs [redacted] has advised she is no longer having issues with the pixilation and has no outstanding issuesWe 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
Per Frontier records, an adjustment was pending in the amount of $The adjustment has been approved and applied to Mr***’s account A Frontier agent called and spoke to Mr [redacted] to advise His current balance is $of which he will send as soon as possible Case closed
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing billingFrontier has investigated the above statements and offers the following response: Frontier advises a credit of $ for missing promotions, courtesy credit and partial late feesThis brings the final balance due to $ 350.56.Frontier spoke with Ms [redacted] on December 8, and discussed the aboveWe 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 and found the following: Ms***’ current balance is $514.91.Customer’s 8/27/billing statement was $(billed from 8/– 9/26)$- $= $132.52/past due + new charges/$making 9/27/billing statement $$318.05/past due plus new charges/$= $balance due on the 10/27/billing statementMs [redacted] billed $30/Freedom Essentials + $93.99/Ultimate HD TV + $5/FIOS 50/Data + $15/Home DVR + $20/Set Top Box = $- $4/TV Credit = $+ taxes monthlyCredits have been given already on the 3/27/17, 4/27/17, 5/27/17, 6/27/17, 7/27/bills to correct the price down to the promo priceThe following credits were issued on the account for the past months: 9/1/$68.99/BUNDLE DISCOUNT8/21/$68.99/BUNDLE CREDIT8/18/$9.03/Late FeeAccount has been adjusted and no other credits are warranted at this timeFrontier needs verbal verification from Ms [redacted] if she still wants to disconnect the service since no requests for a disconnect of services were foundWe can still honor the date her complaint was submitted as a disconnect date once we speak with her Frontier was unable to speak to Ms [redacted] but has left messages on her listed can be reached number of ###-###-####No email address was provided for contactMs [redacted] can contact a Frontier representative at her earliest convenience at [redacted] ***
Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] refund has been processed and received within 7-business days.Frontier has contacted customer, ensured satisfaction, and provided direct contact information should he require further assistance 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
The Complaint states that: Ms [redacted] advises Frontier disconnected her services permanently when she paid the bill on the same day the service was disconnectedFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’ account was temporarily disconnected on March 15, and permanently disconnected on April 2, Frontier advises that reminder notices were sent on January 29, for $and on February 27, or and March 30, for $ Frontier advises that reminder voice messages were left on February 2, March 6, March 13, and March 14, 2018.Frontier advises that a payment was received for $on February 23, for the December 27, bill statement that was due on January 22, 2018, and a payment was received for $on April 4, two days after the services were permanently disconnected.Frontier advises Ms [redacted] installed Frontier service on December 26, with the QHoliday promotion with months free HBO that included a prorated early termination fee for the months remaining on the contract Frontier terms of service can be viewed at [redacted] Frontier spoke to Ms [redacted] on April 12, and advised 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 she was experiencing issues before the switch from Verizon to Frontier Ms [redacted] states that her billing has been incorrect since January Ms [redacted] states that she experienced long hold times Ms [redacted] would like her billing correct Frontier has investigated the above statements and offers the following response: Frontier has researched and found an order placed on 5/17/and completed on 5/18/to fix the customers services Frontier has credited the customer for the month of AprilThe credits are as follows $ Courtesy credit, credit of $for phone services, and credit of $for internet services Frontier has also researched and found that since January there has been one payment of $ Frontier has apologized to Ms [redacted] for the long wait times when calling in about her account 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 CommunicationsThank 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:She states she was due a refund from Frontier and it has taken too long.She is requesting to receive the refund immediatelyFrontier has investigated the above statements and offers the following response:Frontier advises that our refund policy is to issue them within days from the date of service disconnection or termination.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.We left a direct message to Ms [redacted] and apologized for any inconvenienceWe advised of Frontier policyWe 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: Bridget G [redacted] Department: Executive Relations
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 a payment was posted to her Frontier account that should have been applied to her Verizon account Frontier has investigated the above statements and offers the following response: Frontier records confirm Ms [redacted] deactivated her Frontier account on July 5, A Frontier Customer Service Representative made several attempts to contact Ms [redacted] to discuss the payment and has been unable to reach her Several messages were left for Ms [redacted] and a letter was mailed which all provided direct contact information for the representative The Frontier Customer Service Representative will continue to assist Ms [redacted] with any future inquiresOur expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening againWe 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 Mr [redacted] bringing this matter to our attention The Complaint states that: • Mr [redacted] states he experiences speed and connectivity issues with his internet • Mr [redacted] states that there are no improvements made in his area • Mr [redacted] states during the holidays he had a day outage and has not had any significant compensation • Mr [redacted] states that the advertised speeds are incorrect and he is not receiving the service he is paying for Frontier has investigated the above statements and offers the following response: • Frontier advises that Internet service speeds are based upon many factors; including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over time • Frontier continues to work toward a solution that will improve Mr [redacted] ’s Internet serviceIt is our expectation that Frontier will upgrade its network in Mr [redacted] ’s area later in the yearGiven that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion • Account review shows Mr [redacted] was part of a common cause outage reported on 12/25/which was resolved on 12/28/Mr [redacted] was provided days of time out of service credit in the amount of $for this outageTime out of service credit is calculated by taking the monthly rate for internet divided by days times the number of days out of service ($19.99/30xday=$3.33) • As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guaranteeFrontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteedService subject to availability.” Mr [redacted] pays $per month for his Frontier internet which is the lowest price available 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 Executive Customer Relations
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises Frontier has not honored his contract that was established with Verizon prior to conversion, resulting in inaccurate billing Frontier has investigated the above statements and offers the following response: Frontier advises an investigation of the account revealed that Mr [redacted] ’s promotions were removed in error when he disconnected his second lineFrontier advises credits totaling $have been applied to Mr [redacted] ’s account to correct the past billingFrontier advises Mr [redacted] ’s billing going forward will be $a month plus taxThis has been back dated to December 25, Mr [redacted] will see credit for this on his January 25, bill cycleA Frontier representative will be following up to ensure accuracyFrontier has attempted to contact Mr [redacted] via email and phone call to advise of the above statementsDirect contact information for a Frontier representative has been provided, should Mr [redacted] have any further inquiries regarding this matter 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