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 received a statement for services that she had canceled with Frontier Frontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] ’s called to disconnect her services on February 7, Frontier advises that the February statement had already been sent on February 1, Frontier advises that the March statement will issue credit back to the date that the services were disconnectedFrontier will follow up on the March statement to ensure that any remaining charges are adjusted off the accountFrontier spoke with Ms [redacted] on February 8, and reviewed this information with her 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 [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] Called and requested for service to be disconnected on July 26th,2017.Mr [redacted] is requesting credit back for the time he was billed past July 26th, 2017.Frontier has investigated the above statements and offers the following response:Frontier review the account and we show that the account was disconnected on August 12, Frontier processes all orders at the end of the billing cycleFrontier gave credits back from 8/12/to July 26th Leaving Mr [redacted] , a valid and sustained balance of $for the proration’s in the month of July for service.Frontier attempted to reach Mr [redacted] but was unsuccessful.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 Specialist: Chelsie S [redacted] Department: 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 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]
spoke directly to ***, rescheduled tech to upgrade equipment at no extra charge, she has a direct contact number should there be any additional concerns
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] our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms[redacted] states that her services were cancelled and equipment were returned and she has not received her refund of $for over monthsFrontier has investigated the above statements and offers the following response: Frontier reviewed the case and we have requested a refund check to be mailed out allow to days to receive.Frontier spoke with Ms[redacted] and advised 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 matterTell us why here
On March 31, 2016, Frontier closed a transaction to acquire Verizon's wireline services in California, Florida, and Texas, after receiving all required government approvals Prior to that time, notice of the transaction was communicated to Verizon customers On April 1, Frontier formally began transitioning all of Verizon's network, services and customers to FrontierMrand Mrs [redacted] experienced a temporary disruption internet service during the transition of Verizon's network and services to Frontier Frontier spoke to Mrs [redacted] on May 4, confirming services were working and that credits will show on the following bill
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12692581, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached the original chat message from December 17, when the Frontier online agent offered me the deal which I accepted You can see at close to the end of the chat, the agent told me "02:29:PM [Marifel] Frontier Digital Phone + Internet 50/50M +TV Preffered +1DVR = $monthly rate and will add $credit good for year and that would bring down the rate to $before tax and estimated tax of $21-$so your monthly rate will be $after tax."That's what I should pay for the services, in very clear language $111.99, not $ Regards, [redacted] ***
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
Thank you for referring the complaint of [redacted] to our office for review We appreciate her bringing this matter to our attention In the complaint Ms [redacted] expressed concern regarding being billed for two TV packages and an additional $charge for a security bundle that was not authorized She has made multiple attempts to have the overcharges removed but when credits were applied, the credit was less that what was charged.Our records indicate the customer initially subscribed to a Triple Play, which included the FiOS Digital Voice (FDV), FiOS 75/internet and FiOS Extreme HD The bundle rate for the three qualifying components is $184.98, less multiple discounts totaling $72.49; reducing the bundle rate to $ In addition, the customer’s FiOS TV equipment included the FiOS Quantum Gateway - $9.99, FiOS Quantum TV – Enhanced - $20.00, FiOS Room Set Top Box Package - $27.99, Spanish Language - $and HBO - $19.99, which brought the total bill to $before taxes and other charges.On July 6, 2016, the customer agreed to upgrade service to the FiOS internet 100/and FiOS TV Ultimate HD When the order [redacted] was completed, the FiOS Data 75/was removed but the FiOS Extreme HD remained on the account and this was in error The HBO is included in the Ultimate HD and should not have been billed an additional $outside the TV package Finally, the customer denies authorizing the addition of the Frontier Secure Personal Security Bundle, which included a monthly charge of $ The customer’s February 2, billing statement reflected the removal of the FiOS TV packages and HBO The customer was credited $for the FiOS Extreme HD, $for the FiOS TV Ultimate HD and $for HBO There were two additional months that were not credited to the account As of April 14, 2017, the customer was credited for August and September for HBO -$39.98, plus tax, FiOS Extreme HD @ $79.99, which totaled $109.98, plus tax and Frontier Secure for $ The total credit is $ In addition, the February 2, billing statement included monthly discounts as charges and totaled $ This additional credit was applied to the account also, on April 14, and the total credit applied to the account is $375.63.Please note all credit adjustments are subject to Executive Approval and may take 1-billing cycles to post to the billing statement If all adjustments are approved, based on the current balance due of $159.98, the customer will have a credit balance of $215.65.We sincerely apologize for the difficulty the customer has experienced as a result of this matter Should Mrs [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS
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
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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The rebuttal states that: Mr [redacted] advised Frontier bundled his Frontier and DISH bills without authorization and was billed for DISH charged paid directly to DISH.Mr [redacted] advises Frontier needs to zero out the account balance owedFrontier has investigated the above statements and offers the following response: Frontier advises on October 25, 2016, Ms [redacted] had called in to inquire about bundling the DISH and Frontier servicesMs [redacted] had decided to discuss with Mr [redacted] before bundling, so the Frontier representative deactivated the orderHowever, the bundle request had already gone through.Frontier advises on Mr [redacted] ’s November 19, bill statement, charges of $had billed for the DISH services, however, a payment of $had also been transferred from DISH, leaving a balance of $owed for the DISH charges.Frontier advises Frontier has spoken with a DISH representative who was able to confirm, Frontier paid DISH the $in December of 2016, at which time no payment was made to DISH by the customerFrontier advises Mr [redacted] ’s account was successfully unbundled on December 23, Frontier advises Frontier has credited the remaining DISH charges of $40.34, and the associated late payment fees of $22.47.Frontier advises Mr [redacted] has an account balance of $Frontier advisees these are charges for Mr [redacted] ’s landline serviceThere was no payment made to Mr [redacted] ’s account in November and there are prorated charges from January 19, – February 2, that have not been paid.Frontier advises Mr [redacted] advised he did make a payment in November of 2016, but refused to provide bank statementsFrontier advises all charges owed to Mr [redacted] ’s account are valid
Hello, Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he disconnected service with Frontier; however, he has not received a refund check Frontier has investigated the above statements and offers the following response: · Frontier’s investigation found there was a system error that caused a delay in the refund check being issued · Frontier issued a refund check for $on May 13, · Frontier will follow up with Mr [redacted] to verify he received the refund check 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 has investigated the above statements and offers the following response: Frontier has not been able to locate an account for Miss [redacted] Frontier advises that inter service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi-Fi network interferenceSpeeds may vary over time.Frontier advises according to the terms of service that actual speeds may vary, and any speeds advertised is not a guarenteeService is subject to availibility.We regret any inconvenience that [redacted] may have 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:Customer is having connectivity difficulty with slow internet speeds.Frontier has investigated the above statements and offers the following response:Frontier speeds are up to speeds and never guaranteed.Frontier did a systems check and no problems were detected.Customer is in an area of high demand causing congestionCurrently Frontier is working to improve the service, and will advise [redacted] when a date is available.Frontier advised [redacted] , and issued a courtesy credit of $39.99.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 Specialist: David N [redacted] Department: Customer RelationsTelephone Number: ###-###-#### ext; Fax Number: ###-###-####
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he filed an FCC complaint in January in which he ag [redacted] to a new year contract with pricing after previous billing errors had been resolvedAfter months, the price increased and Mr [redacted] has been attempting to work with Frontier to get the problem fixed ever sinceMr [redacted] continues to receive disconnect notices and late fees as a result of the increased billingMr [redacted] states that he would like to either get this resolved or cancel service with a $balance and move to another providerFrontier has investigated the above statements and offers the following response: Frontier records confirm Mr [redacted] has called in multiple times to report that he was previously quoted a rate of $+ taxes and surcharges until February but is being charged more than thatFrontier has researched Mr***’s previous FCC complaint from 1/28/where the documentation states Mr [redacted] was quoted 75/internet, Quatum tv, two equipment boxes, free install, HBO free for years, free DVR, free router for $+ taxes for the first monthsAfter months, the rate would increase by $25.Frontier additionally found a call to Mr [redacted] on 2/9/where a representative had called him back on the same contact number included in this complaint placing the order for the new pricing and left him a voicemail quoting $+ taxes and fees, estimated at $with taxes.Frontier has reviewed Mr***’s billing history and confirmed Mr [redacted] was only charged $+ tax and fees for the first months, not the $+ tax that was previously quotedNow that the increase has taken place, Mr [redacted] is being charged $+ taxes and feesBased on these findings, Frontier has determined that Mr [redacted] is being charged less than what was quoted on two occasions and all charges are validFrontier could not locate documentation confirming Mr [redacted] was quoted a year contract with these ratesIn this instance, Frontier will waive the termination fees if Mr [redacted] decides to leave Frontier, however the current balance will be sustainedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she cancelled her internet service with Frontier but later received a bill for the full month Ms [redacted] advises that when she called Frontier to inquire why she was charged for the full month, Frontier informed her that since she had not opted out of the updated Terms of Services, she was billed through September 6, 2017, which was the end of the billing cycleMs [redacted] advises that she will only pay for the date of August 8, 2017, which was the first date of the new billing cycle when she cancelled serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her services and was eligible to continue receiving service through the end of her billing cycle Ms [redacted] could have stopped the disconnection if she changed her mindFrontier advises that the notification of the update to the Terms of Service was enclosed in the customer’s June 7, statement, and it contained the instructions for opting out of the updated Terms of Service.Frontier advises that the charges on the August 8, bill are valid, based on the change to the Terms of Service Frontier spoke with Ms [redacted] on October 24, 2017, and advised her of the above statement 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 has investigated and found that Mr [redacted] had a repair tickets that were missed We regret that Mr [redacted] has canceled the account effective 5-14-We have issued a week out of service credits as well as a $courtesy credit that will show on the closing statement
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: [redacted] ordered internet that we never came to install Now he is receiving billings for a service he never had Frontier has investigated the above statements and offers the following response: Frontier found the accounts ###-###-####/###-###-#### and cleared the balances out and are having any further statements returned to Frontier We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she received a statement for services that she had canceled with Frontier Frontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] ’s called to disconnect her services on February 7, Frontier advises that the February statement had already been sent on February 1, Frontier advises that the March statement will issue credit back to the date that the services were disconnectedFrontier will follow up on the March statement to ensure that any remaining charges are adjusted off the accountFrontier spoke with Ms [redacted] on February 8, and reviewed this information with her 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 [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] Called and requested for service to be disconnected on July 26th,2017.Mr [redacted] is requesting credit back for the time he was billed past July 26th, 2017.Frontier has investigated the above statements and offers the following response:Frontier review the account and we show that the account was disconnected on August 12, Frontier processes all orders at the end of the billing cycleFrontier gave credits back from 8/12/to July 26th Leaving Mr [redacted] , a valid and sustained balance of $for the proration’s in the month of July for service.Frontier attempted to reach Mr [redacted] but was unsuccessful.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 Specialist: Chelsie S [redacted] Department: 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 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]
spoke directly to ***, rescheduled tech to upgrade equipment at no extra charge, she has a direct contact number should there be any additional concerns
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] our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms[redacted] states that her services were cancelled and equipment were returned and she has not received her refund of $for over monthsFrontier has investigated the above statements and offers the following response: Frontier reviewed the case and we have requested a refund check to be mailed out allow to days to receive.Frontier spoke with Ms[redacted] and advised 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 matterTell us why here
On March 31, 2016, Frontier closed a transaction to acquire Verizon's wireline services in California, Florida, and Texas, after receiving all required government approvals Prior to that time, notice of the transaction was communicated to Verizon customers On April 1, Frontier formally began transitioning all of Verizon's network, services and customers to FrontierMrand Mrs [redacted] experienced a temporary disruption internet service during the transition of Verizon's network and services to Frontier Frontier spoke to Mrs [redacted] on May 4, confirming services were working and that credits will show on the following bill
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12692581, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached the original chat message from December 17, when the Frontier online agent offered me the deal which I accepted You can see at close to the end of the chat, the agent told me "02:29:PM [Marifel] Frontier Digital Phone + Internet 50/50M +TV Preffered +1DVR = $monthly rate and will add $credit good for year and that would bring down the rate to $before tax and estimated tax of $21-$so your monthly rate will be $after tax."That's what I should pay for the services, in very clear language $111.99, not $ Regards, [redacted] ***
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
Thank you for referring the complaint of [redacted] to our office for review We appreciate her bringing this matter to our attention In the complaint Ms [redacted] expressed concern regarding being billed for two TV packages and an additional $charge for a security bundle that was not authorized She has made multiple attempts to have the overcharges removed but when credits were applied, the credit was less that what was charged.Our records indicate the customer initially subscribed to a Triple Play, which included the FiOS Digital Voice (FDV), FiOS 75/internet and FiOS Extreme HD The bundle rate for the three qualifying components is $184.98, less multiple discounts totaling $72.49; reducing the bundle rate to $ In addition, the customer’s FiOS TV equipment included the FiOS Quantum Gateway - $9.99, FiOS Quantum TV – Enhanced - $20.00, FiOS Room Set Top Box Package - $27.99, Spanish Language - $and HBO - $19.99, which brought the total bill to $before taxes and other charges.On July 6, 2016, the customer agreed to upgrade service to the FiOS internet 100/and FiOS TV Ultimate HD When the order [redacted] was completed, the FiOS Data 75/was removed but the FiOS Extreme HD remained on the account and this was in error The HBO is included in the Ultimate HD and should not have been billed an additional $outside the TV package Finally, the customer denies authorizing the addition of the Frontier Secure Personal Security Bundle, which included a monthly charge of $ The customer’s February 2, billing statement reflected the removal of the FiOS TV packages and HBO The customer was credited $for the FiOS Extreme HD, $for the FiOS TV Ultimate HD and $for HBO There were two additional months that were not credited to the account As of April 14, 2017, the customer was credited for August and September for HBO -$39.98, plus tax, FiOS Extreme HD @ $79.99, which totaled $109.98, plus tax and Frontier Secure for $ The total credit is $ In addition, the February 2, billing statement included monthly discounts as charges and totaled $ This additional credit was applied to the account also, on April 14, and the total credit applied to the account is $375.63.Please note all credit adjustments are subject to Executive Approval and may take 1-billing cycles to post to the billing statement If all adjustments are approved, based on the current balance due of $159.98, the customer will have a credit balance of $215.65.We sincerely apologize for the difficulty the customer has experienced as a result of this matter Should Mrs [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS
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
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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The rebuttal states that: Mr [redacted] advised Frontier bundled his Frontier and DISH bills without authorization and was billed for DISH charged paid directly to DISH.Mr [redacted] advises Frontier needs to zero out the account balance owedFrontier has investigated the above statements and offers the following response: Frontier advises on October 25, 2016, Ms [redacted] had called in to inquire about bundling the DISH and Frontier servicesMs [redacted] had decided to discuss with Mr [redacted] before bundling, so the Frontier representative deactivated the orderHowever, the bundle request had already gone through.Frontier advises on Mr [redacted] ’s November 19, bill statement, charges of $had billed for the DISH services, however, a payment of $had also been transferred from DISH, leaving a balance of $owed for the DISH charges.Frontier advises Frontier has spoken with a DISH representative who was able to confirm, Frontier paid DISH the $in December of 2016, at which time no payment was made to DISH by the customerFrontier advises Mr [redacted] ’s account was successfully unbundled on December 23, Frontier advises Frontier has credited the remaining DISH charges of $40.34, and the associated late payment fees of $22.47.Frontier advises Mr [redacted] has an account balance of $Frontier advisees these are charges for Mr [redacted] ’s landline serviceThere was no payment made to Mr [redacted] ’s account in November and there are prorated charges from January 19, – February 2, that have not been paid.Frontier advises Mr [redacted] advised he did make a payment in November of 2016, but refused to provide bank statementsFrontier advises all charges owed to Mr [redacted] ’s account are valid
Hello, Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he disconnected service with Frontier; however, he has not received a refund check Frontier has investigated the above statements and offers the following response: · Frontier’s investigation found there was a system error that caused a delay in the refund check being issued · Frontier issued a refund check for $on May 13, · Frontier will follow up with Mr [redacted] to verify he received the refund check 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 has investigated the above statements and offers the following response: Frontier has not been able to locate an account for Miss [redacted] Frontier advises that inter service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi-Fi network interferenceSpeeds may vary over time.Frontier advises according to the terms of service that actual speeds may vary, and any speeds advertised is not a guarenteeService is subject to availibility.We regret any inconvenience that [redacted] may have 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:Customer is having connectivity difficulty with slow internet speeds.Frontier has investigated the above statements and offers the following response:Frontier speeds are up to speeds and never guaranteed.Frontier did a systems check and no problems were detected.Customer is in an area of high demand causing congestionCurrently Frontier is working to improve the service, and will advise [redacted] when a date is available.Frontier advised [redacted] , and issued a courtesy credit of $39.99.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 Specialist: David N [redacted] Department: Customer RelationsTelephone Number: ###-###-#### ext; Fax Number: ###-###-####
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he filed an FCC complaint in January in which he ag [redacted] to a new year contract with pricing after previous billing errors had been resolvedAfter months, the price increased and Mr [redacted] has been attempting to work with Frontier to get the problem fixed ever sinceMr [redacted] continues to receive disconnect notices and late fees as a result of the increased billingMr [redacted] states that he would like to either get this resolved or cancel service with a $balance and move to another providerFrontier has investigated the above statements and offers the following response: Frontier records confirm Mr [redacted] has called in multiple times to report that he was previously quoted a rate of $+ taxes and surcharges until February but is being charged more than thatFrontier has researched Mr***’s previous FCC complaint from 1/28/where the documentation states Mr [redacted] was quoted 75/internet, Quatum tv, two equipment boxes, free install, HBO free for years, free DVR, free router for $+ taxes for the first monthsAfter months, the rate would increase by $25.Frontier additionally found a call to Mr [redacted] on 2/9/where a representative had called him back on the same contact number included in this complaint placing the order for the new pricing and left him a voicemail quoting $+ taxes and fees, estimated at $with taxes.Frontier has reviewed Mr***’s billing history and confirmed Mr [redacted] was only charged $+ tax and fees for the first months, not the $+ tax that was previously quotedNow that the increase has taken place, Mr [redacted] is being charged $+ taxes and feesBased on these findings, Frontier has determined that Mr [redacted] is being charged less than what was quoted on two occasions and all charges are validFrontier could not locate documentation confirming Mr [redacted] was quoted a year contract with these ratesIn this instance, Frontier will waive the termination fees if Mr [redacted] decides to leave Frontier, however the current balance will be sustainedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she cancelled her internet service with Frontier but later received a bill for the full month Ms [redacted] advises that when she called Frontier to inquire why she was charged for the full month, Frontier informed her that since she had not opted out of the updated Terms of Services, she was billed through September 6, 2017, which was the end of the billing cycleMs [redacted] advises that she will only pay for the date of August 8, 2017, which was the first date of the new billing cycle when she cancelled serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her services and was eligible to continue receiving service through the end of her billing cycle Ms [redacted] could have stopped the disconnection if she changed her mindFrontier advises that the notification of the update to the Terms of Service was enclosed in the customer’s June 7, statement, and it contained the instructions for opting out of the updated Terms of Service.Frontier advises that the charges on the August 8, bill are valid, based on the change to the Terms of Service Frontier spoke with Ms [redacted] on October 24, 2017, and advised her of the above statement 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 has investigated and found that Mr [redacted] had a repair tickets that were missed We regret that Mr [redacted] has canceled the account effective 5-14-We have issued a week out of service credits as well as a $courtesy credit that will show on the closing statement
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: [redacted] ordered internet that we never came to install Now he is receiving billings for a service he never had Frontier has investigated the above statements and offers the following response: Frontier found the accounts ###-###-####/###-###-#### and cleared the balances out and are having any further statements returned to Frontier 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