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] advises that she has had Frontier internet service for about one month and it has not worked and has been super slow.Ms [redacted] advises that she called Frontier to cancel the service and was advised that there would be $to cancel the serviceFrontier has investigated the above statements and offers the following response: Frontier advises that an order was placed and service cancelled on January 8, without a $cancel fee.Frontier advises that when the next statement prints on February 1, the amount on the statement will be credited off to a zero balance and Ms [redacted] will receive a final bill in March 2018.Frontier advises that an email was sent with direct contact informationWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
The complaint states that:Mr [redacted] advises that he called Frontier to cancel his account and he had to pay a final bill of $in order to settle the account and it was paid on March 1, 2018.Mr [redacted] advises the account was disconnected on March 7, and Frontier charged the bank account on file on March 20, in the amount of $and took the account into overdraft status as it is not his primary checking account Mr [redacted] is asking for a $reimbursement for the overdraft feeFrontier has investigated the above statements and offers the following response: Frontier advises when an automatic payment is set up in the system on an account it will take it on the due date unless the payment is cancelled prior to the date even if the account has been closed out.Frontier advises that a payment reversal has been requested for the over payment of $on April 2, and will take to business days to process.Frontier advises that a check will be mailed out for the $after the payment reversal has been completedFrontier sent out an email to Mr [redacted] advising of the above and with direct contact information
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Complaint states that: Mrs [redacted] advises she had received a bill from Frontier in December in the amount of $200.83, which were charges for long distance calls that the customer made Mrs [redacted] advises she should not have been billed for any long distance calls, since her Frontier bundle package includes unlimited long distance callingMrs [redacted] advises that a Frontier agent told her that the long distance calls would be credited but no credit had been issuedShe also advises that her Frontier cable boxes had been upgraded and was never told that it would result in any additional chargesMrs [redacted] advises she would like to be credited for all charges that were incurred in error Frontier has investigated the above statements and offers the following response: Frontier spoke with Mrs [redacted] on January 25, 2017, explained that the long distance calls were billed in error, and that she will be credited for all of the long distance charges since her package does include unlimited long distance calling.Frontier advises that an $one-time tv activation fee was charged when Mrs [redacted] agreed to getting the upgraded Frontier TV equipment, and since she never was told there would be an activation fee, the customer will be credited for that fee.Frontier advises that the $in charges for the long distance, the $TV activation fee, and a $late fee have all been credited, as of January 25, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he signed up for Frontier internet service, but it never got installed He ended up receiving a bill for service that was never renderedMr [redacted] advises that Frontier needs to clear out his balance, since he was never able to use the internet serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] had bene billed a total of $ The charges included $for the purchase of a router, $for one month of service, and taxes.Frontier advises that since Mr [redacted] was unable to use the internet service that he signed up for, his account has been credited of all charges, and the balance is now at zero.Frontier left a message with Mr [redacted] on May 31, 2017, advising him that he now has a zero balance with FrontierWe 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 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 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 her bringing this matter to our attention The Complaint states that: She was told that her monthly recurring charges would be $which includes taxes for the next two years with no contract Frontier has investigated the above statements and offers the following response: Frontier had the call pulled and it confirmed that she was given that informationWe left Ms [redacted] a voicemail message informing her that we will manually adjust her account to the $until May as long as no changes are made to her account We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] 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 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
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] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] experienced service issues during the transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] experienced a temporary disruption in his services during the transition of Verizon’s network and services to Frontier A Frontier Customer Service Representative has contacted Mr [redacted] on June 7, and confirmed that all services are properly functioning Frontier regrets the inconvenience and has issued Mr [redacted] a time out of service credit of $ 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 [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
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] 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
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
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] cancelled service with Frontier on December 21, 2016.When Ms [redacted] changed her service to an internet only service, she continued to use the phoneThis caused the customer to be billed at a per minute rate for all phone callsFrontier has adjusted charges to the $amonth unlimited plan in place of the per minute toll charges amounting to $The total credit including the late fees and taxes applied to the account was $739.71.This credit will reflect on Ms [redacted] 's January 1, statement along with prorated service credit for the disconnection of service to December 21, We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: [redacted] states she reached out to Frontier a week ago to confirm whether she would have an early termination fee and she was told it would be approximately $to cancel [redacted] was also given misinformation on whether or not Frontier prorates for a final bill and doesn’t understand why representatives would be giving different informationFrontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on February 12, informed her that her early termination fee was $but that was overridden so she will not be billed for thatFrontier also informed [redacted] that effective July 23, Frontier ended partial month credits on disconnect ordersFrontier informed [redacted] that they will review calls and provide coaching where necessary since wrong information on the final billing process was givenWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that she 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
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] ***
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 just spoke with another agent named Esther (Employee ID [redacted] ) trying to find out what my rate is on my new billThe last conversation I had was on 11/where the agent said the bill would be $After explaining to her my entire ordeal so far with Frontier she tells me "Sir, it seems as though you are calling in trying to find a favorable agent to get the pricing you want, and if not you hang up." I was infuriated by this comment as one it is absolutely the opposite of the truth and two, it was completely unnecessaryI asked to speak with a supervisor and that this called needed to be reviewed immediatelyI was then transferred to Katherine R [redacted] out of the California call centerAfter reviewing the notes, she says that the rate is $after pro-rated credits this month, but next month will be $So I asked her, "How can my price be more than what I started with from my initial call on October 7th?" She responded by saying there was nothing that can be done.This goes to show that every time I've called in I've been given a certain rate, which then a few days later will be reversed saying the price was misquotedThe conversation I had with Amanda (customer service agent) on 11/14, she said my new rate would be $If I returned one of my set top boxes it would drop to $Which I agreed I would doI am still waiting for the box that Frontier said they would send me to return the set top boxOn 11/17, I see this message on Revdex.com saying they cannot honor that price of $71.99, AND stating that I requested these discountsI would ENCOURAGE (and demand at this point) that ALL the calls I've placed with Frontier be reviewed by Revdex.comShabreena from the executive office continues to state that I was the one that said Ben quoted me that price from October 7th along with the year contractAgain, I am demanding that that recorded call be listened toIt will show that I indeed never requested such thing and was given that offer by Ben (supervisor), then asked for me to confirm whether I wanted to sign a two year contract at that rate The level of fraud and un-professionalism by all levels of Frontier's staff and management is beyond meI am reaching out to Revdex.com because I know this is wrongIf it does not resolve my issue, its awareness needs to be madeBusinesses cannot be run this way, where customers are treated like this and lied toThe amount of time I've wasted and the frustration that's mounted from this entire ordeal should not be placed on anyone elsePlease helpThank you Regards, [redacted] ***
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] advises that she has had Frontier internet service for about one month and it has not worked and has been super slow.Ms [redacted] advises that she called Frontier to cancel the service and was advised that there would be $to cancel the serviceFrontier has investigated the above statements and offers the following response: Frontier advises that an order was placed and service cancelled on January 8, without a $cancel fee.Frontier advises that when the next statement prints on February 1, the amount on the statement will be credited off to a zero balance and Ms [redacted] will receive a final bill in March 2018.Frontier advises that an email was sent with direct contact informationWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
The complaint states that:Mr [redacted] advises that he called Frontier to cancel his account and he had to pay a final bill of $in order to settle the account and it was paid on March 1, 2018.Mr [redacted] advises the account was disconnected on March 7, and Frontier charged the bank account on file on March 20, in the amount of $and took the account into overdraft status as it is not his primary checking account Mr [redacted] is asking for a $reimbursement for the overdraft feeFrontier has investigated the above statements and offers the following response: Frontier advises when an automatic payment is set up in the system on an account it will take it on the due date unless the payment is cancelled prior to the date even if the account has been closed out.Frontier advises that a payment reversal has been requested for the over payment of $on April 2, and will take to business days to process.Frontier advises that a check will be mailed out for the $after the payment reversal has been completedFrontier sent out an email to Mr [redacted] advising of the above and with direct contact information
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Complaint states that: Mrs [redacted] advises she had received a bill from Frontier in December in the amount of $200.83, which were charges for long distance calls that the customer made Mrs [redacted] advises she should not have been billed for any long distance calls, since her Frontier bundle package includes unlimited long distance callingMrs [redacted] advises that a Frontier agent told her that the long distance calls would be credited but no credit had been issuedShe also advises that her Frontier cable boxes had been upgraded and was never told that it would result in any additional chargesMrs [redacted] advises she would like to be credited for all charges that were incurred in error Frontier has investigated the above statements and offers the following response: Frontier spoke with Mrs [redacted] on January 25, 2017, explained that the long distance calls were billed in error, and that she will be credited for all of the long distance charges since her package does include unlimited long distance calling.Frontier advises that an $one-time tv activation fee was charged when Mrs [redacted] agreed to getting the upgraded Frontier TV equipment, and since she never was told there would be an activation fee, the customer will be credited for that fee.Frontier advises that the $in charges for the long distance, the $TV activation fee, and a $late fee have all been credited, as of January 25, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he signed up for Frontier internet service, but it never got installed He ended up receiving a bill for service that was never renderedMr [redacted] advises that Frontier needs to clear out his balance, since he was never able to use the internet serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] had bene billed a total of $ The charges included $for the purchase of a router, $for one month of service, and taxes.Frontier advises that since Mr [redacted] was unable to use the internet service that he signed up for, his account has been credited of all charges, and the balance is now at zero.Frontier left a message with Mr [redacted] on May 31, 2017, advising him that he now has a zero balance with FrontierWe 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 followed up with Ms [redacted] and programmers were able to fix issues remotely on August 22,
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 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 her bringing this matter to our attention The Complaint states that: She was told that her monthly recurring charges would be $which includes taxes for the next two years with no contract Frontier has investigated the above statements and offers the following response: Frontier had the call pulled and it confirmed that she was given that informationWe left Ms [redacted] a voicemail message informing her that we will manually adjust her account to the $until May as long as no changes are made to her account We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] 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 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
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] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] experienced service issues during the transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] experienced a temporary disruption in his services during the transition of Verizon’s network and services to Frontier A Frontier Customer Service Representative has contacted Mr [redacted] on June 7, and confirmed that all services are properly functioning Frontier regrets the inconvenience and has issued Mr [redacted] a time out of service credit of $ 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 [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
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] 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
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
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] cancelled service with Frontier on December 21, 2016.When Ms [redacted] changed her service to an internet only service, she continued to use the phoneThis caused the customer to be billed at a per minute rate for all phone callsFrontier has adjusted charges to the $amonth unlimited plan in place of the per minute toll charges amounting to $The total credit including the late fees and taxes applied to the account was $739.71.This credit will reflect on Ms [redacted] 's January 1, statement along with prorated service credit for the disconnection of service to December 21, We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: [redacted] states she reached out to Frontier a week ago to confirm whether she would have an early termination fee and she was told it would be approximately $to cancel [redacted] was also given misinformation on whether or not Frontier prorates for a final bill and doesn’t understand why representatives would be giving different informationFrontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on February 12, informed her that her early termination fee was $but that was overridden so she will not be billed for thatFrontier also informed [redacted] that effective July 23, Frontier ended partial month credits on disconnect ordersFrontier informed [redacted] that they will review calls and provide coaching where necessary since wrong information on the final billing process was givenWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that she 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
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] ***
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 just spoke with another agent named Esther (Employee ID [redacted] ) trying to find out what my rate is on my new billThe last conversation I had was on 11/where the agent said the bill would be $After explaining to her my entire ordeal so far with Frontier she tells me "Sir, it seems as though you are calling in trying to find a favorable agent to get the pricing you want, and if not you hang up." I was infuriated by this comment as one it is absolutely the opposite of the truth and two, it was completely unnecessaryI asked to speak with a supervisor and that this called needed to be reviewed immediatelyI was then transferred to Katherine R [redacted] out of the California call centerAfter reviewing the notes, she says that the rate is $after pro-rated credits this month, but next month will be $So I asked her, "How can my price be more than what I started with from my initial call on October 7th?" She responded by saying there was nothing that can be done.This goes to show that every time I've called in I've been given a certain rate, which then a few days later will be reversed saying the price was misquotedThe conversation I had with Amanda (customer service agent) on 11/14, she said my new rate would be $If I returned one of my set top boxes it would drop to $Which I agreed I would doI am still waiting for the box that Frontier said they would send me to return the set top boxOn 11/17, I see this message on Revdex.com saying they cannot honor that price of $71.99, AND stating that I requested these discountsI would ENCOURAGE (and demand at this point) that ALL the calls I've placed with Frontier be reviewed by Revdex.comShabreena from the executive office continues to state that I was the one that said Ben quoted me that price from October 7th along with the year contractAgain, I am demanding that that recorded call be listened toIt will show that I indeed never requested such thing and was given that offer by Ben (supervisor), then asked for me to confirm whether I wanted to sign a two year contract at that rate The level of fraud and un-professionalism by all levels of Frontier's staff and management is beyond meI am reaching out to Revdex.com because I know this is wrongIf it does not resolve my issue, its awareness needs to be madeBusinesses cannot be run this way, where customers are treated like this and lied toThe amount of time I've wasted and the frustration that's mounted from this entire ordeal should not be placed on anyone elsePlease helpThank you Regards, [redacted] ***