Frontier has received the following complaint :04/29/Complaint / Concern: Since Verizon switched to Frontier things have been awfulI lost my internet for daysI was hung up one and treated badly by foreign speaking customer service repsMy land land has been down days nowI was told twice someone would be out to repair itNo one ever came or calledI called CPU and was given a different number to callI have been talking with a person who is nice and that I can understandHowever, land line is still not up and workingThis should never have happenedI want and need this to be resolved.At first Frontier told me it was an outageSorry,noMy neighbors internet and land line workedThen was told by a supervisor that it is provisionalStill no help from themI was lied to and ever received call backs when told they would call me backI was also hung up on twice.Request of CPUC: Please resolve this problem for all of us who are having the same problems as I amI need my land line as part of my workThis is causing me major stressI have also had to take time off work when they say they will come and then they do not show upI am losing money over thisVery bad service on Frontiers partVerizon should have never let this happen Landline service down for two weeksLong waits to speak with customer service issues in letting the customer get any updatesBundled with internet and no internet serviceBill account collectly and make the necessary bill adjustments Frontier has investigated the above statements and offers the following response:Frontier records show that the internet services were out days, and the phone was out of service until 5/7/Frontier has restored internet and telephone dial tone was restored on 5/7/Frontier has provided time out of service credit in the amount of $76.22We trust that this information will assist you in closing this complaint We apologize for any inconvenience Ms [redacted] has experienced as a result of the above matter Frontier Specialist: Brian M [redacted] Department: Consumer Relations
Frontier CommunicationsThank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionThe Complaint states that: Ms [redacted] states the $disconnect processing fee not disclosedMs [redacted] would like to have the fee credited Frontier has investigated the above statements and offers the following response: Frontier terms of service states a $disconnect processing fee is accessed when disconnecting.Frontier spoke to Ms [redacted] and advise of the above information however due to inconveniences a manual credit for the feeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience the customer has experienced as a result of the above matterFrontier Specialist: CB [redacted] Department: Customer Relations
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] was billed for services that were never installed by FrontierFrontier has investigated the above statements and offers the following response: Frontier contacted Mr [redacted] on March 29, and was informed we applied a credit of $which leaves his bill at a zero balance 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
Complaint Number: [redacted] Customer Name: [redacted] *** Phone: 260-833- 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 that he has been billed for a Smart Mesh WIFI router and wants a refund Mr [redacted] advises that he notified Frontier well before the day expiration to return the equipmentFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s account and determined that the purchase of the Smart Mesh Router is not eligible for a refund as the days return policy has expired on January 12, Frontier advises that Mr [redacted] was advised to return the equipment within days Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful
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] states that she has experienced service issues with her Frontier telephone service for weeks Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s claim and found that her telephone service was suspended due to non-payment from November 2, thru November 16, Frontier did find a repair ticket entered and cleared on November 23, Frontier issued out of service credit from November 2, thru November 23, The total credit applied is $Frontier spoke with Ms [redacted] on November 30, and she confirmed all of her lines are workingShe is aware of the credit that has been applied and stated we could close the complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states Frontier Communication does not advise when the Lifeline application is expiring which happens yearly Ms [redacted] stated she will pay what she owes and does not feel responsible for the over charged amount and would like this credited off her account.Ms [redacted] further states it took months for Frontier to send her a new application, causing the bill to increase which she can’t affordFrontier has investigated the above statements and offers the following response: Frontier has spoken to Ms [redacted] , educating her on the Lifeline process that is mandated thru the State of Utah and discounts can not be added or removed unless the State advises Frontier to do so.Lifeline discounts and applications can be downloaded at the State website [redacted] or by calling UTAP at ###-###-####The adding and renewal of the Lifeline is done thru the State not Frontier.Frontier records show Ms [redacted] was included in a State audit requiring a Lifeline Household Worksheet to be filled out and returned in order to retain the discount, since the form does not show it was returned the Lifeline discounts were removed from the account on July 18, 2016.Frontier records indicate the bundle discounts were removed from Ms [redacted] s account in error, Frontier has re added the discount, and also applied the credit for the missing discounts of $88.74, these will reflect on the November 15, statement.Ms [redacted] advised Frontier that she has received approval for Lifeline from the State on October 26, Therefore the discounts will be re-added to the account once the Frontier receives notification from the State We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer Relations
Thank you for referring the complaint of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she has a billing discrepancy with Frontier Ms [redacted] advises that she would like an adjustment on her Frontier bill for the amount she was overchargedFrontier has investigated the above statements and offers the following response: Frontier advises that a credit has been issued to Ms [redacted] ’s accountFrontier advises that a correction will be made to the customer’s monthly rate at the start of the December 7, billing cycle 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] M [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] indicates his Frontier statement is incorrect The statement shows he owes Frontier $including his last payment he paid to Frontier.Frontier has investigated the above statements and offers the following response:Frontier Communications has reviewed Mr [redacted] ’s account Upon review Frontier has determined Mr [redacted] ’s past due balance is due to his Dish Network charges Frontier does have a partnership with Dish Network which allows us to “bundle” his billing Frontier has no jurisdiction over the amount Dish Network charges Mr [redacted] This complaint should be redirected to Dish Network Mr [redacted] has been notified of the above and also agrees the complaint is with Dish Network as he has no issues with the Frontier charges on his bill Mr [redacted] already contacted Dish Network and is working with them on a resolution Mr [redacted] is satisfied with Frontier Communications.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
The Complaint states that: [redacted] ***, from [redacted] , indicates Frontier withdrew money from his bank account, and he did not authorized this [redacted] ***, from [redacted] , indicates he has difficulties trying to get this issue resolved Frontier has investigated the above statements and offers the following response: Frontier has removed the automatic draft from the account on June 15thFrontier also updated the billing address for [redacted] at that timeHe has received his current bill with no issues We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] ***, from [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 [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states that she was quoted for her services and promised an credit as a courtesy for untrue information.Ms [redacted] would like her quote to be honored and the credit to be applied to her account.Frontier has investigated the above statements and offers the following response:Frontier reviewed account and was able to place a credit on account for yearFrontier placed a credit on account.Frontier spoke with Ms [redacted] and informed her of credits and promotions being placed on accountWe 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*** Department: Customer Relations
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] states that he has been billed for over $for two months and has been unable to get resolutionFrontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mr [redacted] was billed $in unreturned equipment charges on his March and April bills The equipment he was billed for is active equipment that in use at his home and the charges were caused by agent errorFrontier records show that on April 29, the unreturned equipment charges were reversed and credit will appear on the May 4, invoice.Frontier has spoken with Mr [redacted] and apologized for the inconvenience 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 Specialist: Donna M [redacted] Department: Executive Customer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached a letter we received today, which mostly resolves our issues, but as addressed in the email we are still seeing billing issues and I will not close the complaint until billing issues are fully completed and we have received a correct bill The Revdex.com response for billing charges is different than what we received in the emailI expect what we received in the letterWe also received return boxes for all of our equipment which leads me to have concern over what Frontier is really wanting us to do Again, once I receive a bill that is correct, I will close this complaint and state I am satisfied Regards, [redacted] ***
Thank you for referring the complaint [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that:• Mr [redacted] advises that his internet service has been intermittent and he needs to reboot his router dailyHe has been unsuccessful in getting this issue resolved.• Mr [redacted] states that he is not receiving paper bills after multiple requests.• Mr [redacted] advises that he received a late payment fee which he is disputing due to the lack of receiving paper billsFrontier has investigated the above statements and offers the following response:• Frontier advises that his internet issue has been submitted to our Tier II technical support team who will be contacting him to troubleshoot the problem• Account review could find no reason for the paper bills issue that Mr [redacted] is experiencingThe apartment number was previously missing from his mailing address but was corrected in August However, he still did not receive a September statement o This issue has been submitted to the systems support team to resolve• Frontier has issued a credit adjustment for the late fee that appeared on Mr [redacted] ’s July statementThis credit will appear on his October 4th 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.Sincerely,Executive Customer RelationsFrontier Communications
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 filed a complaint File No [redacted] about Frontier, It was supposedly resolved so I agreed to close the complaintI talked to Ramona from Frontier with Executive Complaints, at [redacted] ***, Aug 23, Supposedly this was all closed and charges removedHowever I just received another bill and late notice from Frontier for $This all started when I closed my verizon internet account on February 11, I agreed to send back the routerVerizon said they would send an addressed box to my houseI still have never received a box or communication on where to send the routerI still have the router to send back as soon as someone gives me some directionI have not used this internet connection since I called to disconnect the verizon accountI have a new connection with sudden linkI just want this account closed and a letter stating that I do no owe any monies Regards, [redacted]
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: [redacted] is stating that her internet services was intermittent and poor[redacted] stated would be reimbursed for the servicesFrontier has investigated the above statements and offers the following response:Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference.Customer speeds may vary over timeOur records reflect customer reported the slow internet speed on 10/31/and customer wanted to connect to the WiFIIssue was resolved by tech support assisting customer with connection.Our records also show as a courtesy a credit of $has been issued toward the customer 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.Frontier Specialist: Tocoma K Department: General Manager
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 is a customer of Frontier Communication in Tampa Florida and he is and Employee of Verizon WirelessFrontier allowed the privilege of having an employee discountMr [redacted] advises he just wanted Internet and was told he could get his discount back if he removed the other services for a period of timeMr [redacted] advises when he tried to get the cable and phone services back he was told he had lost his grandfathered privileges Mr [redacted] advises he wants to get his discount back that he had as a Verizon Wireless EmployeeFrontier has investigated the above statements and offers the following response: Frontier advises Verizon Wireless employees were offered an employee discount through VerizonThis discount was grandfathered when services transitioned to FrontierOnce a customer changes their grandfathered package the employee discounts are no longer available.Frontier spoke to Mr [redacted] and advised of the above statement and apologized for any misunderstandingFrontier has worked out a compromise to reduce his monthly amount for the first yearFrontier has placed an order to establish the Triple Bundle back for MrMejiaMr [redacted] has accepted this resolutionWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications
The Complaint states that: Ms [redacted] - [redacted] advises that she has not been able to get through to Verizon due to long hold timesFrontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience caused to Ms [redacted] - [redacted] .Frontier advises that Ms [redacted] - [redacted] ’ account is currently set up to cancel on March 27, Frontier advises that despite our best efforts, we were unable to reach Ms [redacted] - [redacted] to advise of the above
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] indicates that the internet access is sporadicFrontier has investigated the above statements and offers the following response: Frontier advises a Frontier representative has attempted to contact Mr [redacted] on three (3) separate occasions since October 22, Frontier also advises as of October 28, 2016, Frontier has not received any type of response back from Mr***Frontier states a letter was sent for Mr [redacted] to contact Frontier regarding his complaint 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
Frontier has reviewed the order for service for [redacted] .Frontier contacted Ms [redacted] on July 21, and was advised that her deposit was received however Frontier is still awaiting the proof of home ownership before the install can be completed.Ms [redacted] advised that she would speak to her husband and decide how they wanted to proceed.Ms [redacted] does have direct contact information
Frontier has received the following complaint :04/29/Complaint / Concern: Since Verizon switched to Frontier things have been awfulI lost my internet for daysI was hung up one and treated badly by foreign speaking customer service repsMy land land has been down days nowI was told twice someone would be out to repair itNo one ever came or calledI called CPU and was given a different number to callI have been talking with a person who is nice and that I can understandHowever, land line is still not up and workingThis should never have happenedI want and need this to be resolved.At first Frontier told me it was an outageSorry,noMy neighbors internet and land line workedThen was told by a supervisor that it is provisionalStill no help from themI was lied to and ever received call backs when told they would call me backI was also hung up on twice.Request of CPUC: Please resolve this problem for all of us who are having the same problems as I amI need my land line as part of my workThis is causing me major stressI have also had to take time off work when they say they will come and then they do not show upI am losing money over thisVery bad service on Frontiers partVerizon should have never let this happen Landline service down for two weeksLong waits to speak with customer service issues in letting the customer get any updatesBundled with internet and no internet serviceBill account collectly and make the necessary bill adjustments Frontier has investigated the above statements and offers the following response:Frontier records show that the internet services were out days, and the phone was out of service until 5/7/Frontier has restored internet and telephone dial tone was restored on 5/7/Frontier has provided time out of service credit in the amount of $76.22We trust that this information will assist you in closing this complaint We apologize for any inconvenience Ms [redacted] has experienced as a result of the above matter Frontier Specialist: Brian M [redacted] Department: Consumer Relations
Frontier followed up with Ms [redacted] and programmers were able to fix issues remotely on August 22,
Frontier CommunicationsThank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionThe Complaint states that: Ms [redacted] states the $disconnect processing fee not disclosedMs [redacted] would like to have the fee credited Frontier has investigated the above statements and offers the following response: Frontier terms of service states a $disconnect processing fee is accessed when disconnecting.Frontier spoke to Ms [redacted] and advise of the above information however due to inconveniences a manual credit for the feeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience the customer has experienced as a result of the above matterFrontier Specialist: CB [redacted] Department: Customer Relations
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] was billed for services that were never installed by FrontierFrontier has investigated the above statements and offers the following response: Frontier contacted Mr [redacted] on March 29, and was informed we applied a credit of $which leaves his bill at a zero balance 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
Complaint Number: [redacted] Customer Name: [redacted] *** Phone: 260-833- 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 that he has been billed for a Smart Mesh WIFI router and wants a refund Mr [redacted] advises that he notified Frontier well before the day expiration to return the equipmentFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s account and determined that the purchase of the Smart Mesh Router is not eligible for a refund as the days return policy has expired on January 12, Frontier advises that Mr [redacted] was advised to return the equipment within days Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful
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] states that she has experienced service issues with her Frontier telephone service for weeks Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s claim and found that her telephone service was suspended due to non-payment from November 2, thru November 16, Frontier did find a repair ticket entered and cleared on November 23, Frontier issued out of service credit from November 2, thru November 23, The total credit applied is $Frontier spoke with Ms [redacted] on November 30, and she confirmed all of her lines are workingShe is aware of the credit that has been applied and stated we could close the complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states Frontier Communication does not advise when the Lifeline application is expiring which happens yearly Ms [redacted] stated she will pay what she owes and does not feel responsible for the over charged amount and would like this credited off her account.Ms [redacted] further states it took months for Frontier to send her a new application, causing the bill to increase which she can’t affordFrontier has investigated the above statements and offers the following response: Frontier has spoken to Ms [redacted] , educating her on the Lifeline process that is mandated thru the State of Utah and discounts can not be added or removed unless the State advises Frontier to do so.Lifeline discounts and applications can be downloaded at the State website [redacted] or by calling UTAP at ###-###-####The adding and renewal of the Lifeline is done thru the State not Frontier.Frontier records show Ms [redacted] was included in a State audit requiring a Lifeline Household Worksheet to be filled out and returned in order to retain the discount, since the form does not show it was returned the Lifeline discounts were removed from the account on July 18, 2016.Frontier records indicate the bundle discounts were removed from Ms [redacted] s account in error, Frontier has re added the discount, and also applied the credit for the missing discounts of $88.74, these will reflect on the November 15, statement.Ms [redacted] advised Frontier that she has received approval for Lifeline from the State on October 26, Therefore the discounts will be re-added to the account once the Frontier receives notification from the State We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer Relations
Thank you for referring the complaint of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she has a billing discrepancy with Frontier Ms [redacted] advises that she would like an adjustment on her Frontier bill for the amount she was overchargedFrontier has investigated the above statements and offers the following response: Frontier advises that a credit has been issued to Ms [redacted] ’s accountFrontier advises that a correction will be made to the customer’s monthly rate at the start of the December 7, billing cycle 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] M [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] indicates his Frontier statement is incorrect The statement shows he owes Frontier $including his last payment he paid to Frontier.Frontier has investigated the above statements and offers the following response:Frontier Communications has reviewed Mr [redacted] ’s account Upon review Frontier has determined Mr [redacted] ’s past due balance is due to his Dish Network charges Frontier does have a partnership with Dish Network which allows us to “bundle” his billing Frontier has no jurisdiction over the amount Dish Network charges Mr [redacted] This complaint should be redirected to Dish Network Mr [redacted] has been notified of the above and also agrees the complaint is with Dish Network as he has no issues with the Frontier charges on his bill Mr [redacted] already contacted Dish Network and is working with them on a resolution Mr [redacted] is satisfied with Frontier Communications.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
The Complaint states that: [redacted] ***, from [redacted] , indicates Frontier withdrew money from his bank account, and he did not authorized this [redacted] ***, from [redacted] , indicates he has difficulties trying to get this issue resolved Frontier has investigated the above statements and offers the following response: Frontier has removed the automatic draft from the account on June 15thFrontier also updated the billing address for [redacted] at that timeHe has received his current bill with no issues We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] ***, from [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 [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states that she was quoted for her services and promised an credit as a courtesy for untrue information.Ms [redacted] would like her quote to be honored and the credit to be applied to her account.Frontier has investigated the above statements and offers the following response:Frontier reviewed account and was able to place a credit on account for yearFrontier placed a credit on account.Frontier spoke with Ms [redacted] and informed her of credits and promotions being placed on accountWe 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*** Department: Customer Relations
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] states that he has been billed for over $for two months and has been unable to get resolutionFrontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mr [redacted] was billed $in unreturned equipment charges on his March and April bills The equipment he was billed for is active equipment that in use at his home and the charges were caused by agent errorFrontier records show that on April 29, the unreturned equipment charges were reversed and credit will appear on the May 4, invoice.Frontier has spoken with Mr [redacted] and apologized for the inconvenience 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 Specialist: Donna M [redacted] Department: Executive Customer Relations
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached a letter we received today, which mostly resolves our issues, but as addressed in the email we are still seeing billing issues and I will not close the complaint until billing issues are fully completed and we have received a correct bill The Revdex.com response for billing charges is different than what we received in the emailI expect what we received in the letterWe also received return boxes for all of our equipment which leads me to have concern over what Frontier is really wanting us to do Again, once I receive a bill that is correct, I will close this complaint and state I am satisfied Regards, [redacted] ***
Thank you for referring the complaint [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that:• Mr [redacted] advises that his internet service has been intermittent and he needs to reboot his router dailyHe has been unsuccessful in getting this issue resolved.• Mr [redacted] states that he is not receiving paper bills after multiple requests.• Mr [redacted] advises that he received a late payment fee which he is disputing due to the lack of receiving paper billsFrontier has investigated the above statements and offers the following response:• Frontier advises that his internet issue has been submitted to our Tier II technical support team who will be contacting him to troubleshoot the problem• Account review could find no reason for the paper bills issue that Mr [redacted] is experiencingThe apartment number was previously missing from his mailing address but was corrected in August However, he still did not receive a September statement o This issue has been submitted to the systems support team to resolve• Frontier has issued a credit adjustment for the late fee that appeared on Mr [redacted] ’s July statementThis credit will appear on his October 4th 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.Sincerely,Executive Customer RelationsFrontier Communications
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 filed a complaint File No [redacted] about Frontier, It was supposedly resolved so I agreed to close the complaintI talked to Ramona from Frontier with Executive Complaints, at [redacted] ***, Aug 23, Supposedly this was all closed and charges removedHowever I just received another bill and late notice from Frontier for $This all started when I closed my verizon internet account on February 11, I agreed to send back the routerVerizon said they would send an addressed box to my houseI still have never received a box or communication on where to send the routerI still have the router to send back as soon as someone gives me some directionI have not used this internet connection since I called to disconnect the verizon accountI have a new connection with sudden linkI just want this account closed and a letter stating that I do no owe any monies Regards, [redacted]
Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: [redacted] is stating that her internet services was intermittent and poor[redacted] stated would be reimbursed for the servicesFrontier has investigated the above statements and offers the following response:Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference.Customer speeds may vary over timeOur records reflect customer reported the slow internet speed on 10/31/and customer wanted to connect to the WiFIIssue was resolved by tech support assisting customer with connection.Our records also show as a courtesy a credit of $has been issued toward the customer 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.Frontier Specialist: Tocoma K Department: General Manager
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 is a customer of Frontier Communication in Tampa Florida and he is and Employee of Verizon WirelessFrontier allowed the privilege of having an employee discountMr [redacted] advises he just wanted Internet and was told he could get his discount back if he removed the other services for a period of timeMr [redacted] advises when he tried to get the cable and phone services back he was told he had lost his grandfathered privileges Mr [redacted] advises he wants to get his discount back that he had as a Verizon Wireless EmployeeFrontier has investigated the above statements and offers the following response: Frontier advises Verizon Wireless employees were offered an employee discount through VerizonThis discount was grandfathered when services transitioned to FrontierOnce a customer changes their grandfathered package the employee discounts are no longer available.Frontier spoke to Mr [redacted] and advised of the above statement and apologized for any misunderstandingFrontier has worked out a compromise to reduce his monthly amount for the first yearFrontier has placed an order to establish the Triple Bundle back for MrMejiaMr [redacted] has accepted this resolutionWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications
The Complaint states that: Ms [redacted] - [redacted] advises that she has not been able to get through to Verizon due to long hold timesFrontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience caused to Ms [redacted] - [redacted] .Frontier advises that Ms [redacted] - [redacted] ’ account is currently set up to cancel on March 27, Frontier advises that despite our best efforts, we were unable to reach Ms [redacted] - [redacted] to advise of the above
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] indicates that the internet access is sporadicFrontier has investigated the above statements and offers the following response: Frontier advises a Frontier representative has attempted to contact Mr [redacted] on three (3) separate occasions since October 22, Frontier also advises as of October 28, 2016, Frontier has not received any type of response back from Mr***Frontier states a letter was sent for Mr [redacted] to contact Frontier regarding his complaint 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
Frontier has reviewed the order for service for [redacted] .Frontier contacted Ms [redacted] on July 21, and was advised that her deposit was received however Frontier is still awaiting the proof of home ownership before the install can be completed.Ms [redacted] advised that she would speak to her husband and decide how they wanted to proceed.Ms [redacted] does have direct contact information