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: Missing credits from account Frontier has investigated the above statements and offers the following response: Frontier Communications has applied $credits as promised to Mr [redacted] ’s accountThe first was applied 5/31/16, the other two were applied on 7/11/Mr [redacted] was notified of these adjustments to his account on 7/8/16, 7/11/& 7/12/Mr [redacted] replied on 7/12/that he had received the notifications and was satisfied with the resolution 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] S [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has been being over billed on his Frontier accountFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] was provided a promotional discount on his Frontier serviceFrontier advises due to a promotional error Mr [redacted] was not receiving the correct price per monthFrontier advises that Mr [redacted] cancelled his Frontier account on December 7, 2017.Frontier advises that Mr [redacted] ’s remaining balance of $was determined to be an amount that was billed to him incorrectly.Frontier advises that an adjustment of $was provided on January 22, and the remaining charges of $was provided on February 1, 2018.Frontier spoke with Mr [redacted] on February 1, and explained the information aboveMr [redacted] is satisfiedWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:• Ms [redacted] advises that she was billed a broadband processing fee.Frontier has investigated the above statements and offers the following response:• Frontier advises there is a fee of $when a customer discontinues broadband service.• Frontier also advises that a credit adjustment has been applied to Ms [redacted] ’s account and will appear on the March 10, bill statement.• Frontier left a message to advise of the above information and included direct contact informationWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that Frontier over charged us for the packaged that they agreed upon We would like to have services and bill corrected Ms [redacted] is concerned with the current speed of the internet Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on February 20, and explained that Frontier has provided credits and adjustments to correct services and the monthly recurring charges Frontier explained charges and when the discounts will expire Frontier explained that price quoted did not include equipment or taxes and surchargesFrontier explained that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference Customer speeds may vary over timeFrontier advises that plugging devices directly into the router through a wired connection should address this issue Frontier preformed a speed test hard wired and the results were 95.75/and the speed is as fast as 100/mbpsWe 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 has investigated the above statements and offers the following response: Frontier Communications initial response remains unchangedFrontier has reviewed the accountThe request of $was denied because Video On-Demand is not a billable service, it’s a free feature that comes with TV packageTV programs and equipment was working properly outside of the on-demand content Frontier issued a $courtesy credit, as well as an out of service credit for a separate issue from July to July 11, in the amount of $Our expectation 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 again Frontier Communications apologizes for any inconvenience this matter may have caused
Thank you for referring the complaint of [redacted] to our office for review We appreciate you bringing this matter to our attentionThe customer stated that they reported their line in the backyard was down which resulted in their internet not workingFrontier's records indicate that the trouble was reported on 12/16/with a commitment time of 12/19/ On 12/18/a technician replaced the drop that was cut.On 12/29/Frontier gave the customer our direct contact information in the event there are any future needs or concerns related to this issue We apologize for any inconvenience the customer may have experienced We trust this information will assist you in closing this complaint
Tell us why hereThank you for referring the complaint of [redacted] L [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that:Ms [redacted] states that she has been experiencing speed and connectivity issues with her internet service from Frontier over the last three weeksShe needs the Internet for homeschooling her children.Frontier has investigated the above statements and offers the following response:Frontier advised that Internet service speeds are based upon many factors, including network congestion, customer location (her distance from our central office is 22,ft), customer equipment, and network interferenceCustomer speeds may vary over time.A frontier technician went out on a repair for her on April 5, and states Ms***’s Internet service tested good to our equipmentThe repair records did state that the technician talked to the customer or was face to face with the customerMs [redacted] was still having connectivity issues and a technician went out again on April 7, and they found the terminal down the road where a birds nest was shorting the cable The service has been better since the technician went out on April 7th Ms [redacted] was given a credit a credit of $on April 8, for her service issues she has hadMs [redacted] was contacted on April 6, and April 8, and has my direct number if she has any further issuesShe is currently satisfied with her service.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] L [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 11914719, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The business called me back to state that they have finally located my account and are cancelling my service However I don't believe that to be satisfactory as I have now spent many hours of my own time to dispute a charge that should never have shown up for a service that I did not order.The representative that called me back (Jennifer) attempted to insinuate that this situation was my fault for not cancelling the service and that there was sufficient communication to me I would dispute that statement as I did not order anything from Frontier specifically nor was I told that they would be billing me for something If I do not know that a company has surreptitiously partnered with another and is going to start charging me how do I know to dig through junk email for their communications? Where is the paper mail? I don't remember allowing them to bill me electronically Perhaps some portion of the blame lies with AT&T however even my response from Frontier was tinged with dissatisfaction It was implied that I was to blame for this situation Jennifer with Frontier also stated that I should have known to cancel separately with them However how can I cancel the service if I cannot reach their department using Frontier's own customer service number? I complained to the Revdex.com because phone calls to Frontier resulted in no activity and a failure to identify my account How is the customer to know that they need to cancel with multiple companies? If I have a problem with ESPN am I forced to complain to the Disney company as well? This company acts in an unprofessional manner I would like to see some changes to their internal procedure so that people who are being billed can be located with a complaint to the Revdex.com I feel like I had to threaten to get any meaningful response 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 So, what Frontier is saying is that there is $55/month of taxes and fees That seems a bit extreme!I have found that Frontier will and does lie about conversations...I will only communicate with Frontier via email where I can have a written document of the conversation Regards, [redacted]
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: Internet upgrade did not complete as promisedPrice quoted for Internet upgrade was misquoted Frontier has investigated the above statements and offers the following response: Reached out to Mr [redacted] on 6/23/and advised that the original request for switching to just Internet service and upgrading the speed to 100/Mgbs had been cancelledHowever the error had been corrected and was in the works of being set up for a new installation date of 6/28/Advised Mr [redacted] that the price quote of $was inaccurate, for just Internet at 100/Mgbs the monthly charge would be $However due to what had happened we could offer a $off per month credit for one year and bring the price to the $for one yearMr [redacted] agreedThe due date of 6/28/was missed, and Mr [redacted] was issued a $missed commitment credit on 6/30/once installation was completed on 6/29/ 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 [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he was continuously overcharged by Frontier without any resolutionAs a result, Mr [redacted] was charged a late payment fee for a balance he was told would be credited Frontier has investigated the above statements and offers the following response: Frontier advises Frontier has issued credits totaling $to correct the over charges, late payment fee, and as a courtesy to Mr [redacted] ’s accountMr [redacted] ’s account now reflects a credit balance of $Frontier has contacted Ms [redacted] , the author of the complaint, and has explained the above statementsMs [redacted] has expressed satisfaction with this resolution 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 [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises he attempted to get Internet and television service from Frontier and could not get the Internet because of his location He cancelled his service two days after installation and then received a bill the next month for service.Mr [redacted] advises that he contacted [redacted] , a collection agency for Frontier and had them file a complaint and months have gone by and Frontier has not responded to the dispute filed by [redacted] Frontier has investigated the above statements and offers the following response: Frontier investigated and a customer automatically gets billed for days after the service is installed even if the service is cancelled within the first days of service.Frontier advises Mr [redacted] ’s account was credited $on January 24, and now has a zero balance Frontier advises that [redacted] will be advised that Mr [redacted] ’s balance was waived as service was never set upWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: • Mr [redacted] received a letter stating that his contract was up for renewal so he contacted Frontier and was given a quote for monthly service for half of what his current bill had been at $ • Mr [redacted] requested an email confirmation of the price quoted and was told he would get one, however, after a few days, he still did not have the email so he contacted Frontier and was told that the notes in his account stated that he had not accepted the offer and was going to call back Mr [redacted] advised that this is untrueHe was told that the price quoted to him was not possible and that the new monthly quote would be approximately $more expensive monthly• After a week, Mr [redacted] tried to confirm the new pricing and the website was down • Mr [redacted] would like to cancel his monthly service but fears Frontier will charge an early termination penalty Frontier has investigated the above statements and offers the following response: • An order was placed on 11/to re-bundle and upgrade MrSnow’s service with notes stating $would be the monthly recurring charge The order failed to process properly and had to be manually corrected on 11/which is the same day the bill generated causing the monthly charges to appear incorrectly since the account was corrected after the bill dropped The bill incorrectly showed an early termination fee which was credited off the bill 11/for $and did not show the bundle discounts which should have been included in the monthly cost On 11/adjustments of $and $were issued for missing bundle discounts The order errors have now been corrected therefor the 12/bill will show the correct discounts Due to the inconvenience Mr [redacted] experienced with having to make multiple calls to get this corrected, a $courtesy credit was issued on 11/Frontier apologizes for the poor service experience Frontier will address Frontier will address internally any coaching/disciplinary actions related to this complaintWe trust that this information will assist you in closing this complaint We apologize for any inconvenience [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that he requested service changes to his account and the work could not be done until February 26, Mr [redacted] advises that his order be escalatedFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr [redacted] ’s account and advises that the work request was escalated and completed on February 3, Frontier advises that a credit adjustment has been applied to Mr [redacted] ’s account for one month of TV service and will appear on the March 1, bill statementFrontier spoke to Ms [redacted] on February 8, to advise of the above information and set follow up to review March 1, bill statementWe 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he cancelled his service on March 3, and paid the final bill He now has a credit balance in the amount of $29.80, he would like his money back as soon as possibleFrontier has investigated the above statements and offers the following response: Frontier requested a check to be cut in the amount of $on April 24, 2018, Mr [redacted] should expect to get that in seven to ten business days from April 24, 2018.Frontier spoke to Mr [redacted] on April 30, and he is satisfied with thisWe 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 her bringing this matter to our attentionThe Complaint states that: Frontier has billed her for services that were not provided for her Ms [redacted] also states it has been difficult reaching someone to help her with billing Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke to Ms [redacted] on September 6, and confirmed for her that credits were applied to the account Ms [redacted] had already worked with someone regarding this issueWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised that she should not have been disconnected for non-paymentShe would like to have the reconnection service fee creditedFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on June 7, Frontier has issued credit for the reconnection feeFrontier has restored the service because payment was made before we suspended the service in errorMs [redacted] agreed to close the complaint as resolvedWe 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 find that this resolution is satisfactory to me Regards, [redacted] & [redacted] ....since this posting and complaint to the attorney generals office this has been resolved
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] states that she has been experiencing intermittent speed and connectivity issues with her Internet service from FrontierFrontier has investigated the above statements and offers the following response:Frontier advises that a repair was completed on February 4, and confirmed that the Internet was working at the correct speed.Frontier advises that Internet speeds are based upon many factorsIncluding network congestion, customer location, customer equipment, and network interfaceCustomer speeds may vary over time.Frontier also advises that the available internet speed depends on the distance from Frontier’s closes facilitiesMs [redacted] ’s location is over 18,feet from the nearest Frontier facilitiesDue to this distance, the fastest Internet speed that Frontier can provide at this location is Mbps at this timeFrontier advises that a loop extender is being ordered and will be installed to see if this will provide a better connection for Ms [redacted] ’s Internet serviceMs [redacted] is aware of this and that Frontier will follow up with her once this work has been completed.Frontier issued an adjustment for one month of Internet service in the amount of $34.99.Frontier spoke with Ms [redacted] on February 13, to review this information 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
Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.On October 27, the customer called in and cancelled order [redacted] and stated that she had already been charged for the internet upgrade The customer’s October 19, included a previous balance, credit and new charges which included a late payment fee of $with a total due of $141.18.The customer’s November 19, billing statement will be reviewed to ensure that the charges are correctWe contacted the customer on October 30, and left message with direct contact information.We trust this information will assist you in closing this case.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: Missing credits from account Frontier has investigated the above statements and offers the following response: Frontier Communications has applied $credits as promised to Mr [redacted] ’s accountThe first was applied 5/31/16, the other two were applied on 7/11/Mr [redacted] was notified of these adjustments to his account on 7/8/16, 7/11/& 7/12/Mr [redacted] replied on 7/12/that he had received the notifications and was satisfied with the resolution 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] S [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has been being over billed on his Frontier accountFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] was provided a promotional discount on his Frontier serviceFrontier advises due to a promotional error Mr [redacted] was not receiving the correct price per monthFrontier advises that Mr [redacted] cancelled his Frontier account on December 7, 2017.Frontier advises that Mr [redacted] ’s remaining balance of $was determined to be an amount that was billed to him incorrectly.Frontier advises that an adjustment of $was provided on January 22, and the remaining charges of $was provided on February 1, 2018.Frontier spoke with Mr [redacted] on February 1, and explained the information aboveMr [redacted] is satisfiedWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:• Ms [redacted] advises that she was billed a broadband processing fee.Frontier has investigated the above statements and offers the following response:• Frontier advises there is a fee of $when a customer discontinues broadband service.• Frontier also advises that a credit adjustment has been applied to Ms [redacted] ’s account and will appear on the March 10, bill statement.• Frontier left a message to advise of the above information and included direct contact informationWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that Frontier over charged us for the packaged that they agreed upon We would like to have services and bill corrected Ms [redacted] is concerned with the current speed of the internet Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on February 20, and explained that Frontier has provided credits and adjustments to correct services and the monthly recurring charges Frontier explained charges and when the discounts will expire Frontier explained that price quoted did not include equipment or taxes and surchargesFrontier explained that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference Customer speeds may vary over timeFrontier advises that plugging devices directly into the router through a wired connection should address this issue Frontier preformed a speed test hard wired and the results were 95.75/and the speed is as fast as 100/mbpsWe 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 has investigated the above statements and offers the following response: Frontier Communications initial response remains unchangedFrontier has reviewed the accountThe request of $was denied because Video On-Demand is not a billable service, it’s a free feature that comes with TV packageTV programs and equipment was working properly outside of the on-demand content Frontier issued a $courtesy credit, as well as an out of service credit for a separate issue from July to July 11, in the amount of $Our expectation 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 again Frontier Communications apologizes for any inconvenience this matter may have caused
Thank you for referring the complaint of [redacted] to our office for review We appreciate you bringing this matter to our attentionThe customer stated that they reported their line in the backyard was down which resulted in their internet not workingFrontier's records indicate that the trouble was reported on 12/16/with a commitment time of 12/19/ On 12/18/a technician replaced the drop that was cut.On 12/29/Frontier gave the customer our direct contact information in the event there are any future needs or concerns related to this issue We apologize for any inconvenience the customer may have experienced We trust this information will assist you in closing this complaint
Tell us why hereThank you for referring the complaint of [redacted] L [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that:Ms [redacted] states that she has been experiencing speed and connectivity issues with her internet service from Frontier over the last three weeksShe needs the Internet for homeschooling her children.Frontier has investigated the above statements and offers the following response:Frontier advised that Internet service speeds are based upon many factors, including network congestion, customer location (her distance from our central office is 22,ft), customer equipment, and network interferenceCustomer speeds may vary over time.A frontier technician went out on a repair for her on April 5, and states Ms***’s Internet service tested good to our equipmentThe repair records did state that the technician talked to the customer or was face to face with the customerMs [redacted] was still having connectivity issues and a technician went out again on April 7, and they found the terminal down the road where a birds nest was shorting the cable The service has been better since the technician went out on April 7th Ms [redacted] was given a credit a credit of $on April 8, for her service issues she has hadMs [redacted] was contacted on April 6, and April 8, and has my direct number if she has any further issuesShe is currently satisfied with her service.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] L [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 11914719, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The business called me back to state that they have finally located my account and are cancelling my service However I don't believe that to be satisfactory as I have now spent many hours of my own time to dispute a charge that should never have shown up for a service that I did not order.The representative that called me back (Jennifer) attempted to insinuate that this situation was my fault for not cancelling the service and that there was sufficient communication to me I would dispute that statement as I did not order anything from Frontier specifically nor was I told that they would be billing me for something If I do not know that a company has surreptitiously partnered with another and is going to start charging me how do I know to dig through junk email for their communications? Where is the paper mail? I don't remember allowing them to bill me electronically Perhaps some portion of the blame lies with AT&T however even my response from Frontier was tinged with dissatisfaction It was implied that I was to blame for this situation Jennifer with Frontier also stated that I should have known to cancel separately with them However how can I cancel the service if I cannot reach their department using Frontier's own customer service number? I complained to the Revdex.com because phone calls to Frontier resulted in no activity and a failure to identify my account How is the customer to know that they need to cancel with multiple companies? If I have a problem with ESPN am I forced to complain to the Disney company as well? This company acts in an unprofessional manner I would like to see some changes to their internal procedure so that people who are being billed can be located with a complaint to the Revdex.com I feel like I had to threaten to get any meaningful response 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 So, what Frontier is saying is that there is $55/month of taxes and fees That seems a bit extreme!I have found that Frontier will and does lie about conversations...I will only communicate with Frontier via email where I can have a written document of the conversation Regards, [redacted]
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: Internet upgrade did not complete as promisedPrice quoted for Internet upgrade was misquoted Frontier has investigated the above statements and offers the following response: Reached out to Mr [redacted] on 6/23/and advised that the original request for switching to just Internet service and upgrading the speed to 100/Mgbs had been cancelledHowever the error had been corrected and was in the works of being set up for a new installation date of 6/28/Advised Mr [redacted] that the price quote of $was inaccurate, for just Internet at 100/Mgbs the monthly charge would be $However due to what had happened we could offer a $off per month credit for one year and bring the price to the $for one yearMr [redacted] agreedThe due date of 6/28/was missed, and Mr [redacted] was issued a $missed commitment credit on 6/30/once installation was completed on 6/29/ 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 [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he was continuously overcharged by Frontier without any resolutionAs a result, Mr [redacted] was charged a late payment fee for a balance he was told would be credited Frontier has investigated the above statements and offers the following response: Frontier advises Frontier has issued credits totaling $to correct the over charges, late payment fee, and as a courtesy to Mr [redacted] ’s accountMr [redacted] ’s account now reflects a credit balance of $Frontier has contacted Ms [redacted] , the author of the complaint, and has explained the above statementsMs [redacted] has expressed satisfaction with this resolution 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 [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises he attempted to get Internet and television service from Frontier and could not get the Internet because of his location He cancelled his service two days after installation and then received a bill the next month for service.Mr [redacted] advises that he contacted [redacted] , a collection agency for Frontier and had them file a complaint and months have gone by and Frontier has not responded to the dispute filed by [redacted] Frontier has investigated the above statements and offers the following response: Frontier investigated and a customer automatically gets billed for days after the service is installed even if the service is cancelled within the first days of service.Frontier advises Mr [redacted] ’s account was credited $on January 24, and now has a zero balance Frontier advises that [redacted] will be advised that Mr [redacted] ’s balance was waived as service was never set upWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: • Mr [redacted] received a letter stating that his contract was up for renewal so he contacted Frontier and was given a quote for monthly service for half of what his current bill had been at $ • Mr [redacted] requested an email confirmation of the price quoted and was told he would get one, however, after a few days, he still did not have the email so he contacted Frontier and was told that the notes in his account stated that he had not accepted the offer and was going to call back Mr [redacted] advised that this is untrueHe was told that the price quoted to him was not possible and that the new monthly quote would be approximately $more expensive monthly• After a week, Mr [redacted] tried to confirm the new pricing and the website was down • Mr [redacted] would like to cancel his monthly service but fears Frontier will charge an early termination penalty Frontier has investigated the above statements and offers the following response: • An order was placed on 11/to re-bundle and upgrade MrSnow’s service with notes stating $would be the monthly recurring charge The order failed to process properly and had to be manually corrected on 11/which is the same day the bill generated causing the monthly charges to appear incorrectly since the account was corrected after the bill dropped The bill incorrectly showed an early termination fee which was credited off the bill 11/for $and did not show the bundle discounts which should have been included in the monthly cost On 11/adjustments of $and $were issued for missing bundle discounts The order errors have now been corrected therefor the 12/bill will show the correct discounts Due to the inconvenience Mr [redacted] experienced with having to make multiple calls to get this corrected, a $courtesy credit was issued on 11/Frontier apologizes for the poor service experience Frontier will address Frontier will address internally any coaching/disciplinary actions related to this complaintWe trust that this information will assist you in closing this complaint We apologize for any inconvenience [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that he requested service changes to his account and the work could not be done until February 26, Mr [redacted] advises that his order be escalatedFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr [redacted] ’s account and advises that the work request was escalated and completed on February 3, Frontier advises that a credit adjustment has been applied to Mr [redacted] ’s account for one month of TV service and will appear on the March 1, bill statementFrontier spoke to Ms [redacted] on February 8, to advise of the above information and set follow up to review March 1, bill statementWe 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he cancelled his service on March 3, and paid the final bill He now has a credit balance in the amount of $29.80, he would like his money back as soon as possibleFrontier has investigated the above statements and offers the following response: Frontier requested a check to be cut in the amount of $on April 24, 2018, Mr [redacted] should expect to get that in seven to ten business days from April 24, 2018.Frontier spoke to Mr [redacted] on April 30, and he is satisfied with thisWe 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 her bringing this matter to our attentionThe Complaint states that: Frontier has billed her for services that were not provided for her Ms [redacted] also states it has been difficult reaching someone to help her with billing Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke to Ms [redacted] on September 6, and confirmed for her that credits were applied to the account Ms [redacted] had already worked with someone regarding this issueWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised that she should not have been disconnected for non-paymentShe would like to have the reconnection service fee creditedFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on June 7, Frontier has issued credit for the reconnection feeFrontier has restored the service because payment was made before we suspended the service in errorMs [redacted] agreed to close the complaint as resolvedWe 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 find that this resolution is satisfactory to me Regards, [redacted] & [redacted] ....since this posting and complaint to the attorney generals office this has been resolved
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] states that she has been experiencing intermittent speed and connectivity issues with her Internet service from FrontierFrontier has investigated the above statements and offers the following response:Frontier advises that a repair was completed on February 4, and confirmed that the Internet was working at the correct speed.Frontier advises that Internet speeds are based upon many factorsIncluding network congestion, customer location, customer equipment, and network interfaceCustomer speeds may vary over time.Frontier also advises that the available internet speed depends on the distance from Frontier’s closes facilitiesMs [redacted] ’s location is over 18,feet from the nearest Frontier facilitiesDue to this distance, the fastest Internet speed that Frontier can provide at this location is Mbps at this timeFrontier advises that a loop extender is being ordered and will be installed to see if this will provide a better connection for Ms [redacted] ’s Internet serviceMs [redacted] is aware of this and that Frontier will follow up with her once this work has been completed.Frontier issued an adjustment for one month of Internet service in the amount of $34.99.Frontier spoke with Ms [redacted] on February 13, to review this information 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
Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.On October 27, the customer called in and cancelled order [redacted] and stated that she had already been charged for the internet upgrade The customer’s October 19, included a previous balance, credit and new charges which included a late payment fee of $with a total due of $141.18.The customer’s November 19, billing statement will be reviewed to ensure that the charges are correctWe contacted the customer on October 30, and left message with direct contact information.We trust this information will assist you in closing this case.Frontier Communications