Frontier CommunicationsThank you for referring the complaint of Carol [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Customer states that her FIOS services stopped working and was advised that a tech would have to come out to the house and she felt this time frame give to repair was unacceptable, so she switched to another provider.Customer is disputing the final Frontier charges and feels they are excessive Frontier has investigated the above statements and offers the following response:The Transition from Verizon to Frontier was met with unexpected outages caused by software programming issues This caused an influx of customer calls which delayed response timesWe continue to make progress every day and explore options to ensure a consistently positive service experience.Customer was provided days of out of service credit of $in which posted to the July 19, statement.The customer was enrolled in a month commitment that was scheduled to expire on January 15, 2017.The customer cancelled on April 27, 2016.An early termination fee is billed when service is cancelled prior to the expiration of the contract term.The early termination fee is valid and sustainedBreakdown of charges were emailed to the customer on July 11, 2016, per their requestWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: Suzanne R [redacted] Department: Customer Relations
Thank you for referring the additional concerns of [redacted] to our office for reviewFrontier offers the following responses:ComplaintA Frontier sales person promised me that I would get 24mgs internet, home phone, and Dish Network " bundled" for $per month, with no contracts.As noted in the previous response, Frontier does not have records regarding the quote from her initial contact with FrontierComplaintWhen the service person came to install internet however, I was told at that time that we could only get 12mgs in our areaAt this point I felt stuck but continued on with the serviceAccount review shows that on 8/16/16, on a call back request, Ms [redacted] ’s representative was advised that Mpbs internet was not available and that only Mbps could be installedFrontier apologizes that the original agent that Ms [redacted] spoke to provided incorrect speed information.ComplaintEven though they hooked up the home phone I was given the wrong home number, and could not get the phone to work for several days.Frontier apologizes that Ms [redacted] was not advised that assigned phone numbers have a small chance of being changed before installation and should not be considered final until installation is complete.ComplaintAlmost weeks later, Dish Network finally showed up and hooked up the satellite service, at no time did anyone say anything about signing a contractWhen I spoke to the Frontier sales person initially I specifically told him that we did not want to sign any contractsThe only contract I must have signed was in the work order when the work was completedThis however was never made clear to me by with Frontier or Dish Network.Frontier apologizes if the Dish contract requirement was not discussed but has no records of Ms [redacted] ’s original service requestComplaintI was so unhappy with Frontiers services that I cancelled with them after less than two monthsWhen I spoke to Frontier, they assured me that they would take care of all three products and be sure to cancel all for me, including Dish NetworkThey even offered to send us the return boxes so we could ship the Dish Network equipment back.As noted in the previous response, Ms [redacted] was correctly advised that a port out order will disconnect all services The only billed products on the Frontier account were internet and phone which is the only information an agent can base their comments onThere was no Dish billing on the Frontier billsDish billing disputes must be addressed with Dish.ComplaintA month later, I received another bill from Dish Network because the service was never canceled by Frontier even though they promised they would take care of it.Please refer to previous responseComplaintEven though it is all over the internet, Frontier and Dish Network have both denied any culpability for each others failures or mistakes, and both vehemently deny they have any relationship to each other, and claim that they never "bundle" with each other.Frontier allows DISH customers the ability to have DISH’s invoice printed on our statements DISH sends their invoice to Frontier, Frontier pays DISH the amount of the invoice and prints the charges on our billing statement Frontier collects money from the customer, when they pay the Frontier billing statement, and this covers the cost of paying DISH for their invoice However, as stated previously, Ms [redacted] ’s Frontier statements did not include charges from a DISH invoiceComplaintAfter less than two months with these services, I have paid hundreds to each, and am also stuck paying a $early termination fee through Dish NetworkWhy, if I knew I was signing a contract with an early termination fee of $would I cancel early?Frontier passes charges from DISH’s invoice to the customer only Frontier is unable to adjust or correct DISH accounts and therefore all DISH billing disputes must be addressed directly with DISHSincerely,Executive Customer RelationsFrontier Communications
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] states she was billed for service for the past year that does has not workedMs [redacted] request an out of service creditFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Ms***’s service did work up to the network Interface box on the outside of the buildingA Frontier technician tested the inside phone jack in the Laundry room and confirmed that the dial tone did work Frontier applied an out of service credit to Ms***’s account in the amount of $on October 11, and $on November 27, Frontier disconnected Ms***’s service on November 30, per her request.Frontier spoke with Ms [redacted] on January 31, to adviseWe 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 attention The Complaint states that: Ms [redacted] advised she was billed for service after her account was closedFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on January 11, 2017, and reviewed account.Frontier found due to a system error Ms [redacted] ’s account was billed incorrectlyFrontier issued credits for $and corrected her final balance to $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's Local Manager has advised that the technician turned the speed up to a meg profile to give Mr [redacted] a better speedHe was set at a meg profile before that as at the time he was originally installed there was not the option of the upgradeThe technician upgraded his remote to fiber fed and that is why he can get better speed now Frontier does apologize if this was not communicated to him
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she had her landline phone with Frontier and her DISH Network together on one billShe canceled her DISH Network and had made a full payment to Frontier of $She feels that she should have more of a credit than $she received on the DISH Network bill Frontier has investigated the above statements and offers the following response: Frontier reports that we unbundled the DISH Network account on January 25, Ms [redacted] had paid a bill of $to Frontier for the time frame of January thru February 3, Due to the account being unbundled on January 25, it left a credit balance of $that went towards MsSchuette’s first bill with DISH NetworkThey applied the $credit to the new balance, bringing the new balance owed to Dish $The overlapping periods for service from January to February was covered with the credit balance of $when the account unbundledFrontier spoke to Ms [redacted] on April 17, to explain all of the above 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 your bringing this matter to our attentionWe have confirmed that all of the information provided in the previous response is accurate and relates to the customer [redacted] *** The representative who drafted the response, failed to remove the name for a prior draft from the Revdex.com response template This resulted in the following closing statement:We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Beverly [redacted] has experienced as a result of the above matterWe apologize for the error and can assure we are addressing this matter internally.Sincerely,Amara H.Frontier Customer Relations Specialist/GM Specialist
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] requested Mbps, this was upgraded on April 6, 2017.A Frontier technician was dispatched on April 13, The service line was tested and confirmed speed as fast as Mbps with no issues.The Frontier technical attempted to reach Mr [redacted] but was unsuccessful We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] has two locations that have Frontier Internet service, they have been getting terrible Internet service since mid-February They have even gone as far as to purchase their own routers and try them, after countless hours of trouble shooting with tech support Frontier has investigated the above statements and offers the following response: Ms [redacted] had several appoints that were missed Frontier spoke with Ms [redacted] and set up another appointment for a service technician would go to her location and fix the problem Frontier shows that the repair ticket was closed out on March 14, The technician worked to have the customers service provisioned correctly The repair technician also replaced the modem and gave his business card to Ms [redacted] for any other issues Frontier tried to reach out directly to Ms [redacted] since the repair but has only been able to reach a recording and it states the voice mailbox is full 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] True I have discussed this with Frontier but they only fixed the present bill and going forward, the next bill is again not at the promised price but over $too much Also I don't understand why I have to call and talk to someone every month for minutes or so to get the bill corrected Everyone has always said my bill would be around $a month for years except a lady named Loraine that said no way It would be $a month I even agreed to pay that but it is still #plus a month.$
Our records indicate Mr***’s contacted Frontier Communications on June 6, via our Chat services and requested to have services disconnected the date mentioned above to avoid any future charges After reviewing account, we are not showing representative placed order to finalize account as requested by Mr***s’s.October 26, Frontier Communication placed order [redacted] to finalized account, effective June 6, This gave a total credit in the amount of $However, $was not credited to his accountOn November 29, Frontier issued a manual credit of $45.45, and has been approvedThis will give Mr [redacted] a zero balanceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr***’s has experienced because of the above matter
Frontier CommunicationsThank you for referring the complaint of Andrew [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] states that had cancelled services due to a misquote in regards to monthly reoccurring charges.Mr [redacted] would like is account to be credited to a zero balance and this account removed from his credit report.Frontier has investigated the above statements and offers the following response:Frontier reviewed account and come to the conclusion that the customer’s account should have a credit applied to bring the balance remaining to 0.00Frontier advised customer to call Credit Collections ServicesThis is the procedure for Frontier accounts that are in the written off statusFrontier called Mr [redacted] and informed him of the write off process and provided the toll free number of Credit Collections ServicesCustomer is satisfied with outcomeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: William T [redacted] Department: 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 They supposedly fixed this issue Monday 2/12/but I still see no update on my accountAs I previously requested NO PHONE they never took it off or put my promotion on the account so I am getting charged $extra for boxes that I should've had and phone service that I did not ask forafter speaking to relations specialist, she indicates that after my credits go away and bill goes back to is should be $when I was promised $I'm giving up on this crap of a company and canceling my service with them immediately! 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: Mr [redacted] would like his final bill to be prorated to reflect March 8, as his disconnect dateMr [redacted] was advised he would be billed through the end of his Frontier billing cycleMr [redacted] is requesting credit for the days of service not used Frontier has investigated the above statements and offers the following response: Per Frontier Terms of Service, customers are billed through the end of their billing cycle upon disconnection of service.Mr [redacted] ’s account has been changed to reflect the disconnect date effective March 8, 2018.Partial credits will be reflected on Mr [redacted] ’s March 25th billing statement 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 investigated the complaint and referred the issue for technical assistance The [redacted] e-mail address has been reactivated, but technical support was unable to reach Ms [redacted] to assist her accessing the e-mail address Unfortunately, Frontier was unable to retrieve the prior e-mails on the accountMs [redacted] will need to contact Technical Support for help accessing this e-mail account Ms [redacted] mentioned billing concerns in her complaint Frontier viewed billing for the past year and the only fluctuation would have been caused by fluctuation in the Dish portion of her billMs [redacted] would need to discuss this with Dish On September 7, Ms [redacted] agreed to an Internet speed upgrade at no additional charge When Ms [redacted] closed her account on September 20th, a final bill generated which billed her Internet at a higher rate for the speed increase Ms [redacted] was also billed a $termination fee for her Internet service I have issued a $credit for the increase in her Internet price and a $credit for the termination fee because Ms [redacted] was not advised of the termination fee on the sales call for the speed upgrade I was unable to reach or leave a message for Ms [redacted] to advise of the results of my investigation because her voicemail is full
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] terminated her Verizon service account in January Ms [redacted] was owed and expected a credit in the amount of $in March Ms [redacted] contacted Verizon regarding her refund and she was referred to Frontier CommunicationsMs [redacted] was advised by Frontier she needed to contact VerizonMs [redacted] would like the issue resolved Frontier has investigated the above statements and offers the following response: Frontier assumed responsibility of the Verizon territory on April 1, MsFontana’s account was terminated months prior and her credit would have been the responsibility of her provider at the time, which was still VerizonFrontier has tried to locate information on the account, possibly a date however was not able to find anything in the information Verizon supplied Frontier has advised Ms [redacted] she will need to get the resolution through Verizon 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 Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she has been trying to get her internet working for the past monthMs [redacted] states that she has talked to almost thirty people including managers as well as technicians and stull could not reach resolutionFrontier has investigated the above statements and offers the following response: · Frontier records show the first documented report of internet service outage on 2/22/where it was determined that Ms [redacted] was using a modem not compatible with Frontier service· Frontier records show that despite multiple troubleshooting attempts, Frontier could not get the signal to sync with a modem, so finally a Trouble Ticket was placed on 3/7/with a commitment date of 3/9/· On 3/9/2017, a Frontier repairman went to Ms [redacted] ’s home, changed her to a more compatible port and confirmed that she had the wrong type of modem· Ms [redacted] confirmed with Frontier that the internet service has now been restored· Frontier has applied a credit of $for the total days that Ms [redacted] ’s internet was non-functionalWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Frontier investigated and found that Ms [redacted] had three repair ticketsOn December 30, Ms [redacted] reported no dial tone and the ticket was cleared on January 7, when the tech found the service working fine to the network interface device on the side of the homeThe customer was not home, so he left a door tagOn January 8, Ms [redacted] reported no dial tone and on January 13, the tech replaced the network interface on the side of the homeOn January 14, Ms [redacted] reported static and not able to make or receive callsOn January 19, the tech found mice in a pedestalOn January 27, we spoke to Ms [redacted] and acknowledged that we received her complaint that she filed on January 11, She confirmed her phone has been working fine since the January 19, repairsWe advised that credits have already been issued and she will see them on her January 25, statementApologized for the trouble she has experienced
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 that he would receive a credit for incorrect charges on his first billMr [redacted] advises that he was told the credit being applied would be approximately $Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s complaint and finds a credit was requested and applied to the account of $for incorrect billing charges on the first statementFrontier advises any adjustments are never final until approved and posted on the customer’s accountFrontier advises the labor charges of $on Mr***’s first statement were for hours of inside wiring provided and requested by Mr***.Frontier advises the charges for the work done is validFrontier spoke to Mr [redacted] on April 13, to advise the above information and that no further adjustments will be made to accountWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr(or Ms.) [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he put his service on vacation mode and paid the monthly charge of $Then he received a bill for $He contacted Frontier and the bill was reduced to $and the issue is still not resolvedFrontier has investigated the above statements and offers the following response: Frontier found that Mr [redacted] put his service on vacation suspend and call forwarding was set up as a landslide damaged the pole that carried phone service to his premiseAfter nine months, the service was automatically removed from vacation suspend per state rulesPhone service can be on vacation for a maximum of nine months per yearWhen the service was removed from vacation suspend, it began billing the Freedom Unlimited plan that was on the account when it was put on vacation.Frontier issued credit for the difference between the Freedom plan and a basic local line for the sixty-eight day time period the service was off vacationFrontier also disconnected the phone service at the request of Mr [redacted] We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter
Frontier CommunicationsThank you for referring the complaint of Carol [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Customer states that her FIOS services stopped working and was advised that a tech would have to come out to the house and she felt this time frame give to repair was unacceptable, so she switched to another provider.Customer is disputing the final Frontier charges and feels they are excessive Frontier has investigated the above statements and offers the following response:The Transition from Verizon to Frontier was met with unexpected outages caused by software programming issues This caused an influx of customer calls which delayed response timesWe continue to make progress every day and explore options to ensure a consistently positive service experience.Customer was provided days of out of service credit of $in which posted to the July 19, statement.The customer was enrolled in a month commitment that was scheduled to expire on January 15, 2017.The customer cancelled on April 27, 2016.An early termination fee is billed when service is cancelled prior to the expiration of the contract term.The early termination fee is valid and sustainedBreakdown of charges were emailed to the customer on July 11, 2016, per their requestWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: Suzanne R [redacted] Department: Customer Relations
Thank you for referring the additional concerns of [redacted] to our office for reviewFrontier offers the following responses:ComplaintA Frontier sales person promised me that I would get 24mgs internet, home phone, and Dish Network " bundled" for $per month, with no contracts.As noted in the previous response, Frontier does not have records regarding the quote from her initial contact with FrontierComplaintWhen the service person came to install internet however, I was told at that time that we could only get 12mgs in our areaAt this point I felt stuck but continued on with the serviceAccount review shows that on 8/16/16, on a call back request, Ms [redacted] ’s representative was advised that Mpbs internet was not available and that only Mbps could be installedFrontier apologizes that the original agent that Ms [redacted] spoke to provided incorrect speed information.ComplaintEven though they hooked up the home phone I was given the wrong home number, and could not get the phone to work for several days.Frontier apologizes that Ms [redacted] was not advised that assigned phone numbers have a small chance of being changed before installation and should not be considered final until installation is complete.ComplaintAlmost weeks later, Dish Network finally showed up and hooked up the satellite service, at no time did anyone say anything about signing a contractWhen I spoke to the Frontier sales person initially I specifically told him that we did not want to sign any contractsThe only contract I must have signed was in the work order when the work was completedThis however was never made clear to me by with Frontier or Dish Network.Frontier apologizes if the Dish contract requirement was not discussed but has no records of Ms [redacted] ’s original service requestComplaintI was so unhappy with Frontiers services that I cancelled with them after less than two monthsWhen I spoke to Frontier, they assured me that they would take care of all three products and be sure to cancel all for me, including Dish NetworkThey even offered to send us the return boxes so we could ship the Dish Network equipment back.As noted in the previous response, Ms [redacted] was correctly advised that a port out order will disconnect all services The only billed products on the Frontier account were internet and phone which is the only information an agent can base their comments onThere was no Dish billing on the Frontier billsDish billing disputes must be addressed with Dish.ComplaintA month later, I received another bill from Dish Network because the service was never canceled by Frontier even though they promised they would take care of it.Please refer to previous responseComplaintEven though it is all over the internet, Frontier and Dish Network have both denied any culpability for each others failures or mistakes, and both vehemently deny they have any relationship to each other, and claim that they never "bundle" with each other.Frontier allows DISH customers the ability to have DISH’s invoice printed on our statements DISH sends their invoice to Frontier, Frontier pays DISH the amount of the invoice and prints the charges on our billing statement Frontier collects money from the customer, when they pay the Frontier billing statement, and this covers the cost of paying DISH for their invoice However, as stated previously, Ms [redacted] ’s Frontier statements did not include charges from a DISH invoiceComplaintAfter less than two months with these services, I have paid hundreds to each, and am also stuck paying a $early termination fee through Dish NetworkWhy, if I knew I was signing a contract with an early termination fee of $would I cancel early?Frontier passes charges from DISH’s invoice to the customer only Frontier is unable to adjust or correct DISH accounts and therefore all DISH billing disputes must be addressed directly with DISHSincerely,Executive Customer RelationsFrontier Communications
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] states she was billed for service for the past year that does has not workedMs [redacted] request an out of service creditFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Ms***’s service did work up to the network Interface box on the outside of the buildingA Frontier technician tested the inside phone jack in the Laundry room and confirmed that the dial tone did work Frontier applied an out of service credit to Ms***’s account in the amount of $on October 11, and $on November 27, Frontier disconnected Ms***’s service on November 30, per her request.Frontier spoke with Ms [redacted] on January 31, to adviseWe 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 attention The Complaint states that: Ms [redacted] advised she was billed for service after her account was closedFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on January 11, 2017, and reviewed account.Frontier found due to a system error Ms [redacted] ’s account was billed incorrectlyFrontier issued credits for $and corrected her final balance to $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's Local Manager has advised that the technician turned the speed up to a meg profile to give Mr [redacted] a better speedHe was set at a meg profile before that as at the time he was originally installed there was not the option of the upgradeThe technician upgraded his remote to fiber fed and that is why he can get better speed now Frontier does apologize if this was not communicated to him
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she had her landline phone with Frontier and her DISH Network together on one billShe canceled her DISH Network and had made a full payment to Frontier of $She feels that she should have more of a credit than $she received on the DISH Network bill Frontier has investigated the above statements and offers the following response: Frontier reports that we unbundled the DISH Network account on January 25, Ms [redacted] had paid a bill of $to Frontier for the time frame of January thru February 3, Due to the account being unbundled on January 25, it left a credit balance of $that went towards MsSchuette’s first bill with DISH NetworkThey applied the $credit to the new balance, bringing the new balance owed to Dish $The overlapping periods for service from January to February was covered with the credit balance of $when the account unbundledFrontier spoke to Ms [redacted] on April 17, to explain all of the above 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 your bringing this matter to our attentionWe have confirmed that all of the information provided in the previous response is accurate and relates to the customer [redacted] *** The representative who drafted the response, failed to remove the name for a prior draft from the Revdex.com response template This resulted in the following closing statement:We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Beverly [redacted] has experienced as a result of the above matterWe apologize for the error and can assure we are addressing this matter internally.Sincerely,Amara H.Frontier Customer Relations Specialist/GM Specialist
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] requested Mbps, this was upgraded on April 6, 2017.A Frontier technician was dispatched on April 13, The service line was tested and confirmed speed as fast as Mbps with no issues.The Frontier technical attempted to reach Mr [redacted] but was unsuccessful We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] has two locations that have Frontier Internet service, they have been getting terrible Internet service since mid-February They have even gone as far as to purchase their own routers and try them, after countless hours of trouble shooting with tech support Frontier has investigated the above statements and offers the following response: Ms [redacted] had several appoints that were missed Frontier spoke with Ms [redacted] and set up another appointment for a service technician would go to her location and fix the problem Frontier shows that the repair ticket was closed out on March 14, The technician worked to have the customers service provisioned correctly The repair technician also replaced the modem and gave his business card to Ms [redacted] for any other issues Frontier tried to reach out directly to Ms [redacted] since the repair but has only been able to reach a recording and it states the voice mailbox is full 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] True I have discussed this with Frontier but they only fixed the present bill and going forward, the next bill is again not at the promised price but over $too much Also I don't understand why I have to call and talk to someone every month for minutes or so to get the bill corrected Everyone has always said my bill would be around $a month for years except a lady named Loraine that said no way It would be $a month I even agreed to pay that but it is still #plus a month.$
Our records indicate Mr***’s contacted Frontier Communications on June 6, via our Chat services and requested to have services disconnected the date mentioned above to avoid any future charges After reviewing account, we are not showing representative placed order to finalize account as requested by Mr***s’s.October 26, Frontier Communication placed order [redacted] to finalized account, effective June 6, This gave a total credit in the amount of $However, $was not credited to his accountOn November 29, Frontier issued a manual credit of $45.45, and has been approvedThis will give Mr [redacted] a zero balanceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr***’s has experienced because of the above matter
Frontier CommunicationsThank you for referring the complaint of Andrew [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] states that had cancelled services due to a misquote in regards to monthly reoccurring charges.Mr [redacted] would like is account to be credited to a zero balance and this account removed from his credit report.Frontier has investigated the above statements and offers the following response:Frontier reviewed account and come to the conclusion that the customer’s account should have a credit applied to bring the balance remaining to 0.00Frontier advised customer to call Credit Collections ServicesThis is the procedure for Frontier accounts that are in the written off statusFrontier called Mr [redacted] and informed him of the write off process and provided the toll free number of Credit Collections ServicesCustomer is satisfied with outcomeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: William T [redacted] Department: 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 They supposedly fixed this issue Monday 2/12/but I still see no update on my accountAs I previously requested NO PHONE they never took it off or put my promotion on the account so I am getting charged $extra for boxes that I should've had and phone service that I did not ask forafter speaking to relations specialist, she indicates that after my credits go away and bill goes back to is should be $when I was promised $I'm giving up on this crap of a company and canceling my service with them immediately! 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: Mr [redacted] would like his final bill to be prorated to reflect March 8, as his disconnect dateMr [redacted] was advised he would be billed through the end of his Frontier billing cycleMr [redacted] is requesting credit for the days of service not used Frontier has investigated the above statements and offers the following response: Per Frontier Terms of Service, customers are billed through the end of their billing cycle upon disconnection of service.Mr [redacted] ’s account has been changed to reflect the disconnect date effective March 8, 2018.Partial credits will be reflected on Mr [redacted] ’s March 25th billing statement 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 investigated the complaint and referred the issue for technical assistance The [redacted] e-mail address has been reactivated, but technical support was unable to reach Ms [redacted] to assist her accessing the e-mail address Unfortunately, Frontier was unable to retrieve the prior e-mails on the accountMs [redacted] will need to contact Technical Support for help accessing this e-mail account Ms [redacted] mentioned billing concerns in her complaint Frontier viewed billing for the past year and the only fluctuation would have been caused by fluctuation in the Dish portion of her billMs [redacted] would need to discuss this with Dish On September 7, Ms [redacted] agreed to an Internet speed upgrade at no additional charge When Ms [redacted] closed her account on September 20th, a final bill generated which billed her Internet at a higher rate for the speed increase Ms [redacted] was also billed a $termination fee for her Internet service I have issued a $credit for the increase in her Internet price and a $credit for the termination fee because Ms [redacted] was not advised of the termination fee on the sales call for the speed upgrade I was unable to reach or leave a message for Ms [redacted] to advise of the results of my investigation because her voicemail is full
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] terminated her Verizon service account in January Ms [redacted] was owed and expected a credit in the amount of $in March Ms [redacted] contacted Verizon regarding her refund and she was referred to Frontier CommunicationsMs [redacted] was advised by Frontier she needed to contact VerizonMs [redacted] would like the issue resolved Frontier has investigated the above statements and offers the following response: Frontier assumed responsibility of the Verizon territory on April 1, MsFontana’s account was terminated months prior and her credit would have been the responsibility of her provider at the time, which was still VerizonFrontier has tried to locate information on the account, possibly a date however was not able to find anything in the information Verizon supplied Frontier has advised Ms [redacted] she will need to get the resolution through Verizon 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 Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she has been trying to get her internet working for the past monthMs [redacted] states that she has talked to almost thirty people including managers as well as technicians and stull could not reach resolutionFrontier has investigated the above statements and offers the following response: · Frontier records show the first documented report of internet service outage on 2/22/where it was determined that Ms [redacted] was using a modem not compatible with Frontier service· Frontier records show that despite multiple troubleshooting attempts, Frontier could not get the signal to sync with a modem, so finally a Trouble Ticket was placed on 3/7/with a commitment date of 3/9/· On 3/9/2017, a Frontier repairman went to Ms [redacted] ’s home, changed her to a more compatible port and confirmed that she had the wrong type of modem· Ms [redacted] confirmed with Frontier that the internet service has now been restored· Frontier has applied a credit of $for the total days that Ms [redacted] ’s internet was non-functionalWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Frontier investigated and found that Ms [redacted] had three repair ticketsOn December 30, Ms [redacted] reported no dial tone and the ticket was cleared on January 7, when the tech found the service working fine to the network interface device on the side of the homeThe customer was not home, so he left a door tagOn January 8, Ms [redacted] reported no dial tone and on January 13, the tech replaced the network interface on the side of the homeOn January 14, Ms [redacted] reported static and not able to make or receive callsOn January 19, the tech found mice in a pedestalOn January 27, we spoke to Ms [redacted] and acknowledged that we received her complaint that she filed on January 11, She confirmed her phone has been working fine since the January 19, repairsWe advised that credits have already been issued and she will see them on her January 25, statementApologized for the trouble she has experienced
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 that he would receive a credit for incorrect charges on his first billMr [redacted] advises that he was told the credit being applied would be approximately $Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s complaint and finds a credit was requested and applied to the account of $for incorrect billing charges on the first statementFrontier advises any adjustments are never final until approved and posted on the customer’s accountFrontier advises the labor charges of $on Mr***’s first statement were for hours of inside wiring provided and requested by Mr***.Frontier advises the charges for the work done is validFrontier spoke to Mr [redacted] on April 13, to advise the above information and that no further adjustments will be made to accountWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr(or Ms.) [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he put his service on vacation mode and paid the monthly charge of $Then he received a bill for $He contacted Frontier and the bill was reduced to $and the issue is still not resolvedFrontier has investigated the above statements and offers the following response: Frontier found that Mr [redacted] put his service on vacation suspend and call forwarding was set up as a landslide damaged the pole that carried phone service to his premiseAfter nine months, the service was automatically removed from vacation suspend per state rulesPhone service can be on vacation for a maximum of nine months per yearWhen the service was removed from vacation suspend, it began billing the Freedom Unlimited plan that was on the account when it was put on vacation.Frontier issued credit for the difference between the Freedom plan and a basic local line for the sixty-eight day time period the service was off vacationFrontier also disconnected the phone service at the request of Mr [redacted] We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter