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 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
Revdex.com:they send me email but did not discuss a solutionI called the rep several times and left message and no responseI r sponsee to email and did not get responseMy phone number on file is not correctNumber is [redacted] 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] ***
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
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states that there is a mistake with her Frontier billMs [redacted] states that her service did not start working until April 21, She stated the Frontier technician assured her that her billing would be corrected and she would not be billed any Internet installation feesMs [redacted] received her first bill and it was higher than what she was quoted and upset because of the delay in her service being connectedFrontier has investigated the above statements and offers the following response:Frontier did investigate Ms [redacted] service issue and found that a Frontier technician was dispatched on March 21, (not April 21, that was on her initial complaint) The Frontier technician noted on the ticket that he was able to install the Internet for the customer Ms***’s first bill was higher due to prorated charges and also had a charge for the frontier security bundle and the personal device protection plan The security bundle and protection plan have since been removed along with prorated charges for themFrontier issued a credit in the amount of $which includes removing prorated fees, and Frontier security bundle and personal device protection charges billed on the April 1, as well as the May 1, bill Frontier also removed the late charge billed on the May 1, statement.Frontier reviewed Ms***’ original call results and found that she was quoted a one-time shipping and handling fee of $and a monthly fee of $for simply broadband max or $with the same product but with an auto pay discount Ms***’s current bill is $which includes two months of Internet service, a one-time shipping and handling fee for the Internet modem and taxes and is due on May 25, 2016.Frontier was not able to reach Ms*** Frontier has tried to call Ms [redacted] three times on May 13, 16, and the 17, and left a message with a direct number We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he ordered Frontier and Dish Network as a package for $per monthThe first bill was over $He called back in September to cancel both service and he got a bill and it is still charging him monthly chargesMr [redacted] also states that he is being charged a cancellation fee to cancel Dish Network and dos not feel that he should be charged that fee Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Mr [redacted] on three separate occasions,December 5th, 6th, and 7th, each time leaving him a voice mail with Frontier’s contact informationWe have not received a call back from Mr [redacted] as of todayFrontier is sending a call me letter to Mr [redacted] todayWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] A [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response:Our records indicate that the customer requested the account disconnected effective November 10, The customer’s bill cycle date is the 08th of the monthThe customer’s request was after the bill cycle datePlease note that Frontier bills for a full month of service not partial or prorated monthsThe January 08, billing statement contained a past due balance of $A manual credit adjustment of $was issued leaving a remaining past due balance of $The customer submitted payment in the amount of $The account balance is now zeroOn February 14, I left a message for Ms [redacted] and provided my contact number We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Revdex.com: I was not expecting a response to this complaintI appreciate your efforts to resolve the issueI am still dissatisfied with the fact that your business can deduct whatever amount they choose from my bank account without permissionFor this reason, I have deactivated auto-pay and have considered cancelling your serviceHowever, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me for now Regards, [redacted]
Thank you for referring the complaint of Mrs [redacted] M***- [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Mrs***- [redacted] states she has been without Internet service for months She has called Frontier several times to get the issue resolvedFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the there was an issue with the customer’s line equipment and the line was crossed A Frontier technician repaired the service on June 22, Frontier applied an out of service credit to Mrs***- [redacted] ’s account for the Internet in the amount of $ Frontier has made several attempts to contact Mrs***- [redacted] regarding this issue.Frontier mailed a letter to Mrs***- [redacted] to provide the direct contact information for a Frontier representativeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] M***- [redacted] has experienced as a result of the above matter
A Frontier Tech Support agent reached out to Mr [redacted] to make sure his FIOS services were running properly Per agent, Mr [redacted] advisedthe issues had already been resolved and he appreciated the callI also called and spoke Mr***He advised that his service issues have been resolved and that the billing issues were resolved but he wanted to go over monthly charges to be sureI explained that going forward, he will bill $44.99/Voice + $79.99/FIOS 50/Data + $93.99/Ultimate HD TV + $15/Multi DVR - $40/Promo = $- $29.99/Promo - $19.00/Promo - $14.99/Promo = $+ taxes monthlyMr*** understands and is satisfied with resolutionI issued $service guarantee credit for his inconvenience Case closed
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on October 19, Frontier explained we issued credit for the television activation fee and applied a loyalty credit for one yearFrontier explained changes made and prorated charges and adjustmentsFrontier has set follow up for the next bill cycle to review changes and bill accuracyWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our 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 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 Dr [redacted] to our office for reviewWe appreciate Dr [redacted] bringing this matter to our attention The Complaint states that: Dr [redacted] advises that Frontier was never in his home to install new video set top boxes and that he does not owe that appears as a past due amount on his account Frontier has investigated the above statements and offers the following response: Frontier advises that our records show that there was a technician dispatched on November 6, to Dr***’s house and he reconfigure coax wiring and activated boxes.Frontier advises that on 12/19/we spoke to Dr [redacted] and there was a credit offer to retain the accountThe credit was to cover the installation chargesFrontier advises that this credit has been issued and it will appear in to billing statements.Frontier advises our records show that Dr***’s account was not reported to any credit agencyFrontier spoke with Dr [redacted] on April 11, and he was advised of the above informationDr [redacted] was satisfied the resolution We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Dr [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 called Frontier on October 18, because her internet service stopped workingThe technical support department tried to troubleshoot the problem and had to create a repair ticket so that a technician could be sent out Ms [redacted] advises that when she called Frontier a second time, she was told that her service was not working because her account was suspendedMs [redacted] advises that she was instructed by Frontier to pay $in order to have her internet service restored but should have been advised to pay the full past due balance of $Ms [redacted] advises that she needs to be credited for the time in which her internet service was not workingFrontier has investigated the above statements and offers the following response: Frontier attempted to contact Ms [redacted] on October 24, and October 25, 2017, via phone and email, but has not received a response 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
Ms [redacted] 's account is currently is inactive with a disconnect date of July 20, there was an error in our records which caused her to be billed charges for Frontier services Those charges totaling $have been removed and the account now reflects a $ balance A Frontier agent tried reaching out to Ms [redacted] to advise and she was unavailable A detailed message in reference to adjustment was left on her voicemail and she was also sent an email to advise of adjustment If Ms [redacted] should have any questions, I can be reached at ###-###-####- Sincerely, [redacted]
Frontier has investigated Mr [redacted] account and has determined that Mr [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier advises that it is continually working to improve its network and its customers experience, however, Frontier has no specific plans for upgrades in Mr [redacted] area at this time
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: Customer stating that he was not satisfied with the outcome of his original Revdex.com complaint about the upgrade of internet services to Ultimate and there being a $credit to his account every month Frontier has investigated the above statements and offers the following response: Frontiers review of the account and listening to the calls that were placed from the customer the customer agreed to a monthly charge of not including taxes and surcharges for the monthly rate with the upgrade to the customerAfterreview of the billing it is shown that the customer’s monthly billing isactually per month not including taxes and surchargesI contactedthe customer to state to him that there will be no changes to hisaccount and that he was actually receiving services at a cheaper ratethan what he was quotedHe did request for a credit on the account fortime out of services on 9/01/2016-9/15/with the internet servicesand I did agree to apply the credit in the amount of for the timeout of servicesNo further action is needed at this time and I amclosing the Revdex.com rebuttal We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: • Ms [redacted] Advises Frontier her final bill was supposed to be adjusted to correct for time out of service credit for the phone service Frontier has investigated the above statements and offers the following response: • Frontier has not been able to reach Ms [redacted] on the phone• Frontier advises we do not show any reported service outage for her phone serviceSince no supporting evidence that the phone was not working Frontier is unable to credit for time out of service• Current balance has an adjustment of $from February 20,which is the only adjustment that could be approved on the accountThe credit was for charge back on discounts in error when the account was disconnectedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: • On February 10, 2017, a credit was issued to clear the account balance to zeroPlease allow 1-billing cycles for the credit to reflect on the billing statement and the account was not credit reported • Multiple attempts have been made to contact Mr [redacted] to discuss his concerns, however we have not been successfulVoicemail and email messages have been left that included our direct contact informationThere have been no return calls to Frontier as a result of our attemptsIf this matter still requires attention, do not hesitate to contact me at ###-###-#### (ext [redacted] ) We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
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 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
Revdex.com:they send me email but did not discuss a solutionI called the rep several times and left message and no responseI r sponsee to email and did not get responseMy phone number on file is not correctNumber is [redacted] 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] ***
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
Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states that there is a mistake with her Frontier billMs [redacted] states that her service did not start working until April 21, She stated the Frontier technician assured her that her billing would be corrected and she would not be billed any Internet installation feesMs [redacted] received her first bill and it was higher than what she was quoted and upset because of the delay in her service being connectedFrontier has investigated the above statements and offers the following response:Frontier did investigate Ms [redacted] service issue and found that a Frontier technician was dispatched on March 21, (not April 21, that was on her initial complaint) The Frontier technician noted on the ticket that he was able to install the Internet for the customer Ms***’s first bill was higher due to prorated charges and also had a charge for the frontier security bundle and the personal device protection plan The security bundle and protection plan have since been removed along with prorated charges for themFrontier issued a credit in the amount of $which includes removing prorated fees, and Frontier security bundle and personal device protection charges billed on the April 1, as well as the May 1, bill Frontier also removed the late charge billed on the May 1, statement.Frontier reviewed Ms***’ original call results and found that she was quoted a one-time shipping and handling fee of $and a monthly fee of $for simply broadband max or $with the same product but with an auto pay discount Ms***’s current bill is $which includes two months of Internet service, a one-time shipping and handling fee for the Internet modem and taxes and is due on May 25, 2016.Frontier was not able to reach Ms*** Frontier has tried to call Ms [redacted] three times on May 13, 16, and the 17, and left a message with a direct number We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he ordered Frontier and Dish Network as a package for $per monthThe first bill was over $He called back in September to cancel both service and he got a bill and it is still charging him monthly chargesMr [redacted] also states that he is being charged a cancellation fee to cancel Dish Network and dos not feel that he should be charged that fee Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Mr [redacted] on three separate occasions,December 5th, 6th, and 7th, each time leaving him a voice mail with Frontier’s contact informationWe have not received a call back from Mr [redacted] as of todayFrontier is sending a call me letter to Mr [redacted] todayWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] A [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response:Our records indicate that the customer requested the account disconnected effective November 10, The customer’s bill cycle date is the 08th of the monthThe customer’s request was after the bill cycle datePlease note that Frontier bills for a full month of service not partial or prorated monthsThe January 08, billing statement contained a past due balance of $A manual credit adjustment of $was issued leaving a remaining past due balance of $The customer submitted payment in the amount of $The account balance is now zeroOn February 14, I left a message for Ms [redacted] and provided my contact number We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Revdex.com: I was not expecting a response to this complaintI appreciate your efforts to resolve the issueI am still dissatisfied with the fact that your business can deduct whatever amount they choose from my bank account without permissionFor this reason, I have deactivated auto-pay and have considered cancelling your serviceHowever, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me for now Regards, [redacted]
Thank you for referring the complaint of Mrs [redacted] M***- [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Mrs***- [redacted] states she has been without Internet service for months She has called Frontier several times to get the issue resolvedFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the there was an issue with the customer’s line equipment and the line was crossed A Frontier technician repaired the service on June 22, Frontier applied an out of service credit to Mrs***- [redacted] ’s account for the Internet in the amount of $ Frontier has made several attempts to contact Mrs***- [redacted] regarding this issue.Frontier mailed a letter to Mrs***- [redacted] to provide the direct contact information for a Frontier representativeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] M***- [redacted] has experienced as a result of the above matter
A Frontier Tech Support agent reached out to Mr [redacted] to make sure his FIOS services were running properly Per agent, Mr [redacted] advisedthe issues had already been resolved and he appreciated the callI also called and spoke Mr***He advised that his service issues have been resolved and that the billing issues were resolved but he wanted to go over monthly charges to be sureI explained that going forward, he will bill $44.99/Voice + $79.99/FIOS 50/Data + $93.99/Ultimate HD TV + $15/Multi DVR - $40/Promo = $- $29.99/Promo - $19.00/Promo - $14.99/Promo = $+ taxes monthlyMr*** understands and is satisfied with resolutionI issued $service guarantee credit for his inconvenience Case closed
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on October 19, Frontier explained we issued credit for the television activation fee and applied a loyalty credit for one yearFrontier explained changes made and prorated charges and adjustmentsFrontier has set follow up for the next bill cycle to review changes and bill accuracyWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our 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 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 Dr [redacted] to our office for reviewWe appreciate Dr [redacted] bringing this matter to our attention The Complaint states that: Dr [redacted] advises that Frontier was never in his home to install new video set top boxes and that he does not owe that appears as a past due amount on his account Frontier has investigated the above statements and offers the following response: Frontier advises that our records show that there was a technician dispatched on November 6, to Dr***’s house and he reconfigure coax wiring and activated boxes.Frontier advises that on 12/19/we spoke to Dr [redacted] and there was a credit offer to retain the accountThe credit was to cover the installation chargesFrontier advises that this credit has been issued and it will appear in to billing statements.Frontier advises our records show that Dr***’s account was not reported to any credit agencyFrontier spoke with Dr [redacted] on April 11, and he was advised of the above informationDr [redacted] was satisfied the resolution We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Dr [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 called Frontier on October 18, because her internet service stopped workingThe technical support department tried to troubleshoot the problem and had to create a repair ticket so that a technician could be sent out Ms [redacted] advises that when she called Frontier a second time, she was told that her service was not working because her account was suspendedMs [redacted] advises that she was instructed by Frontier to pay $in order to have her internet service restored but should have been advised to pay the full past due balance of $Ms [redacted] advises that she needs to be credited for the time in which her internet service was not workingFrontier has investigated the above statements and offers the following response: Frontier attempted to contact Ms [redacted] on October 24, and October 25, 2017, via phone and email, but has not received a response 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
Ms [redacted] 's account is currently is inactive with a disconnect date of July 20, there was an error in our records which caused her to be billed charges for Frontier services Those charges totaling $have been removed and the account now reflects a $ balance A Frontier agent tried reaching out to Ms [redacted] to advise and she was unavailable A detailed message in reference to adjustment was left on her voicemail and she was also sent an email to advise of adjustment If Ms [redacted] should have any questions, I can be reached at ###-###-####- Sincerely, [redacted]
Frontier has investigated Mr [redacted] account and has determined that Mr [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier advises that it is continually working to improve its network and its customers experience, however, Frontier has no specific plans for upgrades in Mr [redacted] area at this time
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: Customer stating that he was not satisfied with the outcome of his original Revdex.com complaint about the upgrade of internet services to Ultimate and there being a $credit to his account every month Frontier has investigated the above statements and offers the following response: Frontiers review of the account and listening to the calls that were placed from the customer the customer agreed to a monthly charge of not including taxes and surcharges for the monthly rate with the upgrade to the customerAfterreview of the billing it is shown that the customer’s monthly billing isactually per month not including taxes and surchargesI contactedthe customer to state to him that there will be no changes to hisaccount and that he was actually receiving services at a cheaper ratethan what he was quotedHe did request for a credit on the account fortime out of services on 9/01/2016-9/15/with the internet servicesand I did agree to apply the credit in the amount of for the timeout of servicesNo further action is needed at this time and I amclosing the Revdex.com rebuttal We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: • Ms [redacted] Advises Frontier her final bill was supposed to be adjusted to correct for time out of service credit for the phone service Frontier has investigated the above statements and offers the following response: • Frontier has not been able to reach Ms [redacted] on the phone• Frontier advises we do not show any reported service outage for her phone serviceSince no supporting evidence that the phone was not working Frontier is unable to credit for time out of service• Current balance has an adjustment of $from February 20,which is the only adjustment that could be approved on the accountThe credit was for charge back on discounts in error when the account was disconnectedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: • On February 10, 2017, a credit was issued to clear the account balance to zeroPlease allow 1-billing cycles for the credit to reflect on the billing statement and the account was not credit reported • Multiple attempts have been made to contact Mr [redacted] to discuss his concerns, however we have not been successfulVoicemail and email messages have been left that included our direct contact informationThere have been no return calls to Frontier as a result of our attemptsIf this matter still requires attention, do not hesitate to contact me at ###-###-#### (ext [redacted] ) We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter