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 [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 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
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 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
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
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 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 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
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
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
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
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
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
Revdex.com:Countless emails, phone calls and Twitter messages have promised and unpromised the same response I am still very much waiting my refund and was never informed of this cancellation policy before I closed my account Had I been informed I would have not send my last payment and just waited for a final billI am still waiting on my refund and would like that promptly 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] ***
Tell us why here Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Ms [redacted] states she contacted Frontier to upgrade her internet speed and was advised she would have to pay a $fee for the delivery of the modem and no other charges were mentioned Ms [redacted] ’s next bill reflected an installation charge of $and when she called Frontier she was told it would be adjusted off her bill Ms [redacted] has contacted Frontier several times to have her bill fixed but her balance still reflects this amount as well as late feesFrontier has investigated the above statements and offers the following response: Frontier has reviewed Ms [redacted] ’s account and has issued a credit of $for the installation charge as well as a credit of $to cover all late fees 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 Revdex.com bringing this matter to our attentionThe Complaint states that: Customer states that he placed order to move his service on April 25, with a due date of May 2, Customer placed several phone calls to find out that a new order would have to be placed and new pricing for his services Frontier has investigated the above statements and offers the following response: Frontier placed a move order on April 25, but that order has to be cancelled because the customer has Fios at his current location and Fios is not available at his new location The customer would have place an order for non-Fios products which has different pricing Frontier has cancelled the customer service on June 14, per customer requestFrontier has removed any early termination fee and backdated the order effective May 20, Frontier has placed two adjustments on customer account to give credit from April 25, thru May 20, The first credit of $has been approved and will apply to customer June 21, billing statement The second credit is $with taxes that is pending for the next level approvalOnce the order to disconnect your services has posted we will send customer boxes to return their equipment to Frontier Customer is satisfied and has been provided my direct contact information for future assistance 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 you bringing this matter to our attentionThe Complaint states that: Mr [redacted] stated that Frontier Communications is billing a $feeFrontier has investigated the above statements and offers the following response: Frontier advises a credit was issued to clear the $fee as a one-time customer courtesyWe 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 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
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] advises that she has closed her account twice with Frontier, but they have not closed it in their system yet Ms [redacted] advises that Frontier needs to zero out her bill and close out her accountFrontier has investigated the above statements and offers the following response: Frontier attempted to contact Ms [redacted] on October 23, 2017, October 24, 2017, and October 25, 2017, by telephone and email, bust has not yet received a response from the customer Frontier also advises that Ms [redacted] has been provided with 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 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 [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 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
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 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
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
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 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 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
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
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
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
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
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
Revdex.com:Countless emails, phone calls and Twitter messages have promised and unpromised the same response I am still very much waiting my refund and was never informed of this cancellation policy before I closed my account Had I been informed I would have not send my last payment and just waited for a final billI am still waiting on my refund and would like that promptly 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] ***
Tell us why here Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Ms [redacted] states she contacted Frontier to upgrade her internet speed and was advised she would have to pay a $fee for the delivery of the modem and no other charges were mentioned Ms [redacted] ’s next bill reflected an installation charge of $and when she called Frontier she was told it would be adjusted off her bill Ms [redacted] has contacted Frontier several times to have her bill fixed but her balance still reflects this amount as well as late feesFrontier has investigated the above statements and offers the following response: Frontier has reviewed Ms [redacted] ’s account and has issued a credit of $for the installation charge as well as a credit of $to cover all late fees 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 Revdex.com bringing this matter to our attentionThe Complaint states that: Customer states that he placed order to move his service on April 25, with a due date of May 2, Customer placed several phone calls to find out that a new order would have to be placed and new pricing for his services Frontier has investigated the above statements and offers the following response: Frontier placed a move order on April 25, but that order has to be cancelled because the customer has Fios at his current location and Fios is not available at his new location The customer would have place an order for non-Fios products which has different pricing Frontier has cancelled the customer service on June 14, per customer requestFrontier has removed any early termination fee and backdated the order effective May 20, Frontier has placed two adjustments on customer account to give credit from April 25, thru May 20, The first credit of $has been approved and will apply to customer June 21, billing statement The second credit is $with taxes that is pending for the next level approvalOnce the order to disconnect your services has posted we will send customer boxes to return their equipment to Frontier Customer is satisfied and has been provided my direct contact information for future assistance 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 you bringing this matter to our attentionThe Complaint states that: Mr [redacted] stated that Frontier Communications is billing a $feeFrontier has investigated the above statements and offers the following response: Frontier advises a credit was issued to clear the $fee as a one-time customer courtesyWe 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 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
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] advises that she has closed her account twice with Frontier, but they have not closed it in their system yet Ms [redacted] advises that Frontier needs to zero out her bill and close out her accountFrontier has investigated the above statements and offers the following response: Frontier attempted to contact Ms [redacted] on October 23, 2017, October 24, 2017, and October 25, 2017, by telephone and email, bust has not yet received a response from the customer Frontier also advises that Ms [redacted] has been provided with 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