Our records indicate Mrs [redacted] called our office on August 24, inquiring about lowering her rate; which representative quoted her $a monthOnce the September 16, statement was printed and ready the rate was higher per monthOn October 18, representative was able to reduce her monthly rate down to $+ taxesThis will appear on her November 16, billing statement.November 11, Frontier spoke with Mrs [redacted] acknowledging her concerns and advised of new rateIn addition, we issued a credit for the difference of the quote given on August 24, Total credit provided is $We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me AS long as they do what they have saidWe have had lots of promises made and not fulfilled Regards, [redacted]
I changed my product to a higher speed for less moneyFrontier has yet to process the work order that I requested months ago even though they told me they didThey are also still billing me $a monthIt the agreed $
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he has been billed for internet services from Frontier, in which, he never received or requestedFrontier has investigated the above statements and offers the following response: Frontier advises an account was opened for Mr [redacted] as a conversion errorFrontier the account has been closed and credits totaling $have been applied, leaving Mr [redacted] ***’s account at a $balanceFrontier has contacted Mr [redacted] and advised of the above statementsMr [redacted] is satisfied with this resolution We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I have not had the company try to reach meMy phone number is ###-###-####If I do not answer please do not hesitate to leave a voicemailI would like to have this resolved asapJust wifi and tv in one room should be $a month as told to me from beginningAlso a $monthly motum rental charge should be added to thatI have had the service for three months so total should be $without taxesI would also not like to pay any late fees or any fees due to me paying lateI do not want to pay a fee for a company that charged me wrong and caused me more trouble by trying to resolve issueI have called frontier plenty of times and the response given to me from frontier shows that they do not have full record of what's going onThey are not organizedI have name and number of lady that was suppose to resolve my case and never did Regards, [redacted]
I spoke with [redacted] and we discussed the monthly billing for [redacted] *** Customer currently pays apprx $per month plus taxes He wanted to change the Voice over from FIOS Digital Voice to FIOS Voice so that they can apply for Lifeline I checked the rates and discovered that the monthly bill/charges would increase If the voice changed to FIOS Voice with Lifeline, he/she would bill apprx $per month plus taxes Customer decided to leave account as is If they should want to cancel before the term ends in October 2018, I will waive the remaining ETF Customer understands and is satisfied with resolution Mr [redacted] has my number and will contact me back if needed in future Case closed
Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.Account notes indicate that the customer was misquoted The customer was not quoted the equipment charges and movie charges We are unable to lower her monthly rate for the products and services that were installed Our expectations is that all customers have a positive experience when requesting assistanceIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again.We apologize for any inconvenience this customer may have experienced We trust this information will assist you in closing this case.Frontier Communications
Frontier has examined this issue and confirmed the account was cancelled on May 12, Credits have been issued to zero the bill Additional credits have been issued for the customer's inconvenience, generating refunds of $and $ On October 24th Frontier spoke with Mr [redacted] and discussed our findings Mr [redacted] advised he has received the first refund and is waiting on the second Mr [redacted] accepts the credits/refunds as resolution of this complaint
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] *** bringing this matter to our attention The Complaint states that: Mr [redacted] has been charged for installation fees when advised by customer service representatives that it was waivedMr [redacted] was charged late payment fees due to the install fee that was charged Frontier has investigated the above statements and offers the following response: Mr***’s account has been corrected and credited for the install fee totaling $161.52.Mr [redacted] has been credited for the invalid late fees in the amount of $which currently leaves a credit balance on the account 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 her bringing this matter to our attention The Complaint states that Ms [redacted] has been experiencing intermittent speed and connectivity issues with her Frontier internet service Frontier has investigated the above statements and offers the following response: Frontier informed Ms[redacted] that she resides in an area with a surplus of internet users that could be affecting internet service speedsFrontier continues to work toward a solution that will improve Ms [redacted] ’s internet serviceFrontier has offered a credit of $per month for months to lower the price of her internet serviceMs[redacted] knows to contact Mark H [redacted] at ###-###-#### We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] states when he rebundled his account in late November with a member of customer service management, he was promised that he would not have a payment due until FebruaryHe is requesting the balance of $to be cleared.Frontier has investigated the above statements and offers the following response:Frontier has investigated the complaint and listened to the recorded call from November 21st, and found that Mr [redacted] was not promised credits to cover the balance until FebruaryHe was, however, promised that credits would be issued upon the promotions being activated that would cover the December balanceFrontier has issued an adjustment to the account for the billed amount of the December cycle totaling $Mr [redacted] has disconnected his account effective March 22nd so Mr [redacted] will have a credit balance of $that will be refunded back to himWe 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 Specialist: Austin B*** Department: Executive Consumer 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 This was (there was a total of within a hour call) of the SAME excuses the representative gave me before I told them on my bill my premium account has been $a month and that has been in fact getting credited and not charged therefore this is not a matter of my showtime/hbo promotion being up this is a DIRECT example of Frontier charging my account double from the very first time that they took over my account from FIOS and never refunding me the amount back and now they are adding late fees! I am sick of your excuses my bill is now over $and I refuse to pay any of thisYou have just lost my service Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Response -- I see nothing done regarding the horrific customer service Regards, [redacted]
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] was told that he would receive a $per month adjustment.Frontier has investigated the above statements and offers the following response: Frontier reviewed Mr [redacted] account and determined that, due to his current promos he does not qualify for the additional $monthly creditFrontier called Mr [redacted] on November 14, and left the above information along with my direct contact informationWe 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 Specialist: Telephone Number:
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he signed up for two-year term that included a one-year subscription to Amazon Prime and has not yet received the subscriptionFrontier has investigated the above statements and offers the following response: Frontier advises due to isolated error the Amazon Prime code was not added to the account.Frontier has issued a credit to Mr [redacted] ’s account equivalent to a one-year Amazon Prime subscriptionFrontier spoke with Mr., [redacted] on April 18, and advised of the aboveMr [redacted] was satisfiedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he has a billing discrepancy with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] changed his bundle package on July 28, by removing the home phone service and was quoted a monthly rate of $plus taxes and surcharges Frontier also advises that the removal of the phone service caused him to lose his previous bundle discounts, resulting in a higher bill Frontier advises that the customer has been issued credits for having been overbilled for the August 21, billing cycle, bringing his remaining balance to $ Frontier spoke with Mr [redacted] on September 13, 2017, and advised him of the credits that were issued and his remaining balance 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 rebuttal of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she is being billed $for services that did not workThere has never been anyone that came to her home to address any of her service issuesThe only thing correct is her disconnect date of September 13, Frontier has investigated the above statements and offers the following response: Frontier advises that credit in the amount of $has been issued for service outagesOur records indicate our technician was turned away by Mr [redacted] on September 12, as they expected him on September 10, Frontier advises the credit has been issued for reported service issues and no additional credit is dueWe 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 Revdex.com bringing this matter to our attention The Complaint states that: Mr [redacted] advises he increased his internet speed as per an offer to keep the same price for the internet at $ Mt [redacted] advised he disconnected as the price was not what was offered on his billing, Mr [redacted] is requesting his refund sooner than the bill cycles he was advised Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] had Broadband Max for $ until November where a $promotion for months expired, this was advised on the November billingThe price then increased to $ as of December forward.Frontier advises Mr [redacted] upgraded his Internet speed from Broadband Max to Broadband Ultra on February 7, at the same price of $ promotion,Frontier has credited Mr [redacted] for the missing promotion in the amount of $ from February to July (not including March as that was paid at the correct rate)Frontier has also refunded Mr [redacted] for the partial days of service not used in the amount of $ Total refund due $ 87.64Frontier advises refunds are normally processed within to bill cycles after disconnectA refund has been submitted to Mr [redacted] in the amount above and will take up to business days to be received.Frontier was unsuccessful in reaching Mr [redacted] to review the above 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
After further investigation, Ms [redacted] was advised her billing would be $before taxesA service order was completed on 08/08/but had two different promotional offers listed causing promotional discounts to be cancelled out.Ms [redacted] received a total credit of $due to the incorrect promotional discounts, however she was on automatic payment and Frontier took the full payment owed of $Ms [redacted] will receive the $within 3-business days to her checking account.Ms [redacted] new monthly billing will be $before taxes for months
The Complaint states that: Customer states they are wanting a credit for slow speeds and do not want to be under a term commitmentFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] pays $per month with no term commitment for her Frontier Internet service, the lowest price availableFrontier advises a credit in the amount of $was placed on Ms [redacted] ’s account on March 9, to offset the cost of her internet service for six months.Frontier sent an email to Ms [redacted] to advise of the above on March 9, which included contact information We trust that this information will assist you in closing this rebuttal We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Our records indicate Mrs [redacted] called our office on August 24, inquiring about lowering her rate; which representative quoted her $a monthOnce the September 16, statement was printed and ready the rate was higher per monthOn October 18, representative was able to reduce her monthly rate down to $+ taxesThis will appear on her November 16, billing statement.November 11, Frontier spoke with Mrs [redacted] acknowledging her concerns and advised of new rateIn addition, we issued a credit for the difference of the quote given on August 24, Total credit provided is $We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me AS long as they do what they have saidWe have had lots of promises made and not fulfilled Regards, [redacted]
I changed my product to a higher speed for less moneyFrontier has yet to process the work order that I requested months ago even though they told me they didThey are also still billing me $a monthIt the agreed $
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he has been billed for internet services from Frontier, in which, he never received or requestedFrontier has investigated the above statements and offers the following response: Frontier advises an account was opened for Mr [redacted] as a conversion errorFrontier the account has been closed and credits totaling $have been applied, leaving Mr [redacted] ***’s account at a $balanceFrontier has contacted Mr [redacted] and advised of the above statementsMr [redacted] is satisfied with this resolution We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I have not had the company try to reach meMy phone number is ###-###-####If I do not answer please do not hesitate to leave a voicemailI would like to have this resolved asapJust wifi and tv in one room should be $a month as told to me from beginningAlso a $monthly motum rental charge should be added to thatI have had the service for three months so total should be $without taxesI would also not like to pay any late fees or any fees due to me paying lateI do not want to pay a fee for a company that charged me wrong and caused me more trouble by trying to resolve issueI have called frontier plenty of times and the response given to me from frontier shows that they do not have full record of what's going onThey are not organizedI have name and number of lady that was suppose to resolve my case and never did Regards, [redacted]
I spoke with [redacted] and we discussed the monthly billing for [redacted] *** Customer currently pays apprx $per month plus taxes He wanted to change the Voice over from FIOS Digital Voice to FIOS Voice so that they can apply for Lifeline I checked the rates and discovered that the monthly bill/charges would increase If the voice changed to FIOS Voice with Lifeline, he/she would bill apprx $per month plus taxes Customer decided to leave account as is If they should want to cancel before the term ends in October 2018, I will waive the remaining ETF Customer understands and is satisfied with resolution Mr [redacted] has my number and will contact me back if needed in future Case closed
Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.Account notes indicate that the customer was misquoted The customer was not quoted the equipment charges and movie charges We are unable to lower her monthly rate for the products and services that were installed Our expectations is that all customers have a positive experience when requesting assistanceIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again.We apologize for any inconvenience this customer may have experienced We trust this information will assist you in closing this case.Frontier Communications
Frontier has examined this issue and confirmed the account was cancelled on May 12, Credits have been issued to zero the bill Additional credits have been issued for the customer's inconvenience, generating refunds of $and $ On October 24th Frontier spoke with Mr [redacted] and discussed our findings Mr [redacted] advised he has received the first refund and is waiting on the second Mr [redacted] accepts the credits/refunds as resolution of this complaint
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] *** bringing this matter to our attention The Complaint states that: Mr [redacted] has been charged for installation fees when advised by customer service representatives that it was waivedMr [redacted] was charged late payment fees due to the install fee that was charged Frontier has investigated the above statements and offers the following response: Mr***’s account has been corrected and credited for the install fee totaling $161.52.Mr [redacted] has been credited for the invalid late fees in the amount of $which currently leaves a credit balance on the account 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 her bringing this matter to our attention The Complaint states that Ms [redacted] has been experiencing intermittent speed and connectivity issues with her Frontier internet service Frontier has investigated the above statements and offers the following response: Frontier informed Ms[redacted] that she resides in an area with a surplus of internet users that could be affecting internet service speedsFrontier continues to work toward a solution that will improve Ms [redacted] ’s internet serviceFrontier has offered a credit of $per month for months to lower the price of her internet serviceMs[redacted] knows to contact Mark H [redacted] at ###-###-#### We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] states when he rebundled his account in late November with a member of customer service management, he was promised that he would not have a payment due until FebruaryHe is requesting the balance of $to be cleared.Frontier has investigated the above statements and offers the following response:Frontier has investigated the complaint and listened to the recorded call from November 21st, and found that Mr [redacted] was not promised credits to cover the balance until FebruaryHe was, however, promised that credits would be issued upon the promotions being activated that would cover the December balanceFrontier has issued an adjustment to the account for the billed amount of the December cycle totaling $Mr [redacted] has disconnected his account effective March 22nd so Mr [redacted] will have a credit balance of $that will be refunded back to himWe 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 Specialist: Austin B*** Department: Executive Consumer 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 This was (there was a total of within a hour call) of the SAME excuses the representative gave me before I told them on my bill my premium account has been $a month and that has been in fact getting credited and not charged therefore this is not a matter of my showtime/hbo promotion being up this is a DIRECT example of Frontier charging my account double from the very first time that they took over my account from FIOS and never refunding me the amount back and now they are adding late fees! I am sick of your excuses my bill is now over $and I refuse to pay any of thisYou have just lost my service Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Response -- I see nothing done regarding the horrific customer service Regards, [redacted]
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] was told that he would receive a $per month adjustment.Frontier has investigated the above statements and offers the following response: Frontier reviewed Mr [redacted] account and determined that, due to his current promos he does not qualify for the additional $monthly creditFrontier called Mr [redacted] on November 14, and left the above information along with my direct contact informationWe 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 Specialist: Telephone Number:
Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he signed up for two-year term that included a one-year subscription to Amazon Prime and has not yet received the subscriptionFrontier has investigated the above statements and offers the following response: Frontier advises due to isolated error the Amazon Prime code was not added to the account.Frontier has issued a credit to Mr [redacted] ’s account equivalent to a one-year Amazon Prime subscriptionFrontier spoke with Mr., [redacted] on April 18, and advised of the aboveMr [redacted] was satisfiedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he has a billing discrepancy with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] changed his bundle package on July 28, by removing the home phone service and was quoted a monthly rate of $plus taxes and surcharges Frontier also advises that the removal of the phone service caused him to lose his previous bundle discounts, resulting in a higher bill Frontier advises that the customer has been issued credits for having been overbilled for the August 21, billing cycle, bringing his remaining balance to $ Frontier spoke with Mr [redacted] on September 13, 2017, and advised him of the credits that were issued and his remaining balance 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 rebuttal of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she is being billed $for services that did not workThere has never been anyone that came to her home to address any of her service issuesThe only thing correct is her disconnect date of September 13, Frontier has investigated the above statements and offers the following response: Frontier advises that credit in the amount of $has been issued for service outagesOur records indicate our technician was turned away by Mr [redacted] on September 12, as they expected him on September 10, Frontier advises the credit has been issued for reported service issues and no additional credit is dueWe 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 Revdex.com bringing this matter to our attention The Complaint states that: Mr [redacted] advises he increased his internet speed as per an offer to keep the same price for the internet at $ Mt [redacted] advised he disconnected as the price was not what was offered on his billing, Mr [redacted] is requesting his refund sooner than the bill cycles he was advised Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] had Broadband Max for $ until November where a $promotion for months expired, this was advised on the November billingThe price then increased to $ as of December forward.Frontier advises Mr [redacted] upgraded his Internet speed from Broadband Max to Broadband Ultra on February 7, at the same price of $ promotion,Frontier has credited Mr [redacted] for the missing promotion in the amount of $ from February to July (not including March as that was paid at the correct rate)Frontier has also refunded Mr [redacted] for the partial days of service not used in the amount of $ Total refund due $ 87.64Frontier advises refunds are normally processed within to bill cycles after disconnectA refund has been submitted to Mr [redacted] in the amount above and will take up to business days to be received.Frontier was unsuccessful in reaching Mr [redacted] to review the above 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
After further investigation, Ms [redacted] was advised her billing would be $before taxesA service order was completed on 08/08/but had two different promotional offers listed causing promotional discounts to be cancelled out.Ms [redacted] received a total credit of $due to the incorrect promotional discounts, however she was on automatic payment and Frontier took the full payment owed of $Ms [redacted] will receive the $within 3-business days to her checking account.Ms [redacted] new monthly billing will be $before taxes for months
The Complaint states that: Customer states they are wanting a credit for slow speeds and do not want to be under a term commitmentFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] pays $per month with no term commitment for her Frontier Internet service, the lowest price availableFrontier advises a credit in the amount of $was placed on Ms [redacted] ’s account on March 9, to offset the cost of her internet service for six months.Frontier sent an email to Ms [redacted] to advise of the above on March 9, which included contact information We trust that this information will assist you in closing this rebuttal We regret any inconvenience that [redacted] may have experienced as a result of the above matter