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: [redacted] states she is not getting the actual speed advertised in her area, and has had inconsistent Internet service Frontier 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 timeFrontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities [redacted] ***’s location is over 12,feet from the nearest Frontier facilities Frontier is providing the fastest Internet speed that it can provide at this location at this time Broadband Max Loop is provisioned at mps/640kFrontier has made attempts to reach [redacted] ***; however, Frontier has been unsuccessful in speaking with her 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
The Rebuttal states that: Ms [redacted] states that she called in on October 4, to have Frontier services installed in her home and was given an installation date of October Ms [redacted] states that a technician did not arrive on October as scheduled so she called to get an update on her orderMs [redacted] also states that she was given another due date of October 14, and she received a phone call on October 13th cancelling her installation due to additional paperwork being needed Frontier has investigated the above statements and offers the following response: Frontier states that a representative spoke with Ms [redacted] on November 4, Frontier also states that due to a previous balance due at Ms [redacted] ’s address we are unable to install services until that balance is paid.Frontier also confirmed with Ms [redacted] that she did reside at the address during the time the charges were accrued
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] advised Frontier that the hold time to speak with someone is at least minutes and she is often told she cannot be helped which is horrible customer serviceMrs [redacted] also advises Frontier that when the transition occurred her billing increased by almost double the original billMrs [redacted] also advises that she has trouble with the Video On Demand services Frontier has investigated the above statements and offers the following response: Frontier apologized for any inconvenience Mrs [redacted] has experienced with the services or the Frontier Customer Service agents.Frontier has been in contact with Mrs [redacted] and is actively working to address all of her concerns.Frontier conducted a full billing review and confirmed that all charges and credits have been applied appropriately and any agreement terms with the previous provider have been honored in full.Mrs [redacted] has been supplied with direct contact information to get any questions or issues related to her complaint addressed 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advised Frontier his internet service never worked to his satisfaction Frontier has investigated the above statements and offers the following response: Frontier investigated Mr [redacted] ’s complaint and since service was already disconnected agreed to credit back charges for the time customer was billed due to intermittent service.Mr [redacted] is satisfied with the resolution 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: Ms [redacted] advises she discontinued voice service but kept Internet serviceCustomer states she has requested to discontinue service unsuccessfully Frontier has investigated the above statements and offers the following response: Account research located service order [redacted] completed December 2, removing the voice service and TV service.Records show Ms [redacted] is currently billing for FiOS 50/internet A Frontier representative attempted unsuccessfully to reach Ms [redacted] A contact letter was sent on February 28, 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 Frontier Specialist: Amy B [redacted] Department: Consumer Relations
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was charged for intent since October 7, 2016.Frontier has removed the internet charges on December 20, The confirmation/ order number is [redacted] .Ms [redacted] was issued a total credit of $to the account for the billing issuesMs [redacted] will see the correct charges on her statement printing January 13, 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
Frontier CommunicationsThank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] received incorrect bill amounts since Frontier migration.She states she wants to see the credits promised reflecting on her bill and does not want to call back every month for this issue to be fixedFrontier has investigated the above statements and offers the following response:Frontier apologizes for the inconvenience the customer has experienced as a result of this matterWe spoke with Ms [redacted] and applied a $bill credit that is reflected on the June 1, bill.Additional credit may be forthcoming on a future statement within one to two billing cycles, because service order change, # [redacted] , effective June 13, 2017.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 Specialist: Bridget G [redacted] Department: Executive Relations
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that Ms [redacted] was charged installation fees on her Frontier statementFrontier has investigated the above statements and offers the following response: Frontier informed Ms [redacted] that we have issued a credit of $off her current Frontier bill and she is satisfied with this resolutionMs [redacted] knows to contact Mark H [redacted] at ###-###-#### We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier has investigated the account and credit was issued and reflected on the October and November billing statements totaling $eachMrs [redacted] - [redacted] confirmed this also reflected on her credit card statements• We have confirmed the account was terminated November 15, and did not bill any new charges on the December statement• The December statement reflected a credit balance of $Please allow 1-billing statements for the closing statement and final bill to generate and a refund to be sent• Our contact information has been provided to Mrs [redacted] - [redacted] should she have additional concerns
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , As of yet I have not seen the resolution only verbal so far We agreed on a final payment of $and when I receive written agreement I will sign off Regards, [redacted]
Customer Name: [redacted] M*** Phone: ###-###-#### Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states He never confirmed any processing of a refund and never agreed to Frontier’s offer He feels Frontier crammed the offer down his throat Frontier has investigated the above statements and offers the following response: Frontier’s refund policy is to send a refund days from the date of service disconnection or termination in the form of a Debit Card refund through Citibank This is not something we offer the customer The refund is an automated process and will generate in the amount of the credit balance on the customers’ account.Frontier’s investigation found that the debit refund generated and was sent to Citibank.A Frontier representative spoke with Mr [redacted] on December 7, to explain 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 Ms [redacted] bringing this matter to our attention The Complaint states that: She disconnected the billing in her name on January 15, The billing name was changed to *** [redacted] per an agreement between her and Ms [redacted] The service in Ms [redacted] ’s name continued to bill for an additional month after the change into Ms [redacted] name It was supposed to cease from billing on January 15, Frontier has investigated the above statements and offers the following response: It was discovered that Ms [redacted] ’s service continued billing after it was changed from her name to Ms [redacted] A credit has been issued for the month it continued to bill The amount of that credit is $and will be refunded by check mailed to Ms [redacted] She has been notified the check is mailed and the matter has been resolved I have left my direct contact information for Ms [redacted] to reach me with any further concerns or questions 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 reviewed Ms [redacted] rebuttal and our position on the matter has not changed Frontier investigated the claim of the address being unserviceable and confirmed Ms [redacted] ’s address is serviceable As previously communicated, Ms [redacted] resides in an area with a surplus of Internet users that could be affecting Internet service speedsFrontier advises that there has been no trouble tickets reported on either account from the time that the service was established until the service was disconnected on September 26,
Frontier Communications 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: Ms [redacted] advises she has no dial tone on any of her phones in her home, and cannot receive any incoming callsMs [redacted] states when she spoke to Frontier, Frontier would have a technician out after the beginning of next monthMs [redacted] does not agree with this as she is paying for service and Frontier cannot keep it running Frontier has investigated the above statements and offers the following response: A Frontier representative has successfully contacted Ms [redacted] .Ms [redacted] advises all phones are working effective the afternoon of 11/29/2016.The Frontier representative apologized, and advised Frontier gives the soonest due date possible for repairsEscalations can be placed due to extenuating circumstancesMs [redacted] ’s repair ticket was worked and completed on 11/29/2016.Ms [redacted] received a total credit of $for days out of service.Ms [redacted] is aware of the above statements 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 Specialist: Gabriela C*** Department: Consumer Relations
· Frontier has reviewed the call associated with Mr [redacted] concern and finds that the representative regarded the service to residential as per Mr [redacted] request· Mr [redacted] did not ask to cancel service under the business accountHe was transferred to residential customer service to go over pricing and he did not commit to the price option and advised that he would think about it, however the order processed and posted· Frontier has changed the account back to the original business name and is making contact with the Collection Agency to request to remove this from Mr [redacted] credit· The balance will remain on the account in the business name and remain written off in the business name· Frontier does apologize for any miscommunication or inconvenience caused
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that he has had problems with his Frontier internet service since June 6, Mr [redacted] advises that multiple repair tickets have been set up, but each time a ticket gets issued, it gets cancelled once the service problem has been fixed in the areaMr [redacted] advises that his internet service needs to be fixed at a time that’s convenient for him and that a credit be issued to his account for the amount of time in which his internet service was not working Frontier has investigated the above statements and offers the following response: Frontier advises that a technician was sent to Mr [redacted] ’s home on June 21, and was able to restore the internet service The customer sent an email to Frontier on that same date, confirming that the technician came out to repair the internet service Frontier advises that on June 22, 2017, a credit in the amount of $was issued to the customer’s account to compensate him for the number of days that he was without internet service In addition, a $credit had already been issued and applied to his current bill, dated June 16, 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised her installation of new service has been delayed by FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on October 13, 2017, and confirmed service is workingMs [redacted] had no further concerns at this timeWe 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
After reviewing the issue further, we have agreed to issue a credit of $as a customer relations gesture to zero the account We have left a message for Ms [redacted] advising of this information
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 her account was absorbed from Verizon by Frontier and has been on paperless billing and on auto-pay and never accessed her account since it went to Frontier Ms [redacted] states that she moved and needed to cancel or transfer her service to her new address.Ms [redacted] advises she tried to link her account on the Frontier website and was advised that her account did not exist in the Frontier system even though they take money from her monthly Ms [redacted] called Frontier and the representative could not help her unless she could verify the pin on her bill statement and was advised that Frontier could have a bill statement mailed to herFrontier has investigated the above statements and offers the following response: Frontier investigated and advises auto-pay was set up with Verizon and was transferred to Frontier when Frontier took over Verizon accounts Previous Verizon customers used My Check Free, it is an online billing and payment service Customers cannot be enrolled in both Check Free and Frontier Online Bill Pay.Frontier advises that an order to cancel service was placed on January 25, and dated back to January 12, for credit.Frontier advises a payment was scheduled on auto-pay for January 27, and was applied to the account in the amount of $ It will be returned back to Ms***.Frontier advises there was no information on Ms***’s account to verify that it was her and that is why the representative offered to mail out a bill statement to herWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] states she is not getting the actual speed advertised in her area, and has had inconsistent Internet service Frontier 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 timeFrontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities [redacted] ***’s location is over 12,feet from the nearest Frontier facilities Frontier is providing the fastest Internet speed that it can provide at this location at this time Broadband Max Loop is provisioned at mps/640kFrontier has made attempts to reach [redacted] ***; however, Frontier has been unsuccessful in speaking with her 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
The Rebuttal states that: Ms [redacted] states that she called in on October 4, to have Frontier services installed in her home and was given an installation date of October Ms [redacted] states that a technician did not arrive on October as scheduled so she called to get an update on her orderMs [redacted] also states that she was given another due date of October 14, and she received a phone call on October 13th cancelling her installation due to additional paperwork being needed Frontier has investigated the above statements and offers the following response: Frontier states that a representative spoke with Ms [redacted] on November 4, Frontier also states that due to a previous balance due at Ms [redacted] ’s address we are unable to install services until that balance is paid.Frontier also confirmed with Ms [redacted] that she did reside at the address during the time the charges were accrued
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] advised Frontier that the hold time to speak with someone is at least minutes and she is often told she cannot be helped which is horrible customer serviceMrs [redacted] also advises Frontier that when the transition occurred her billing increased by almost double the original billMrs [redacted] also advises that she has trouble with the Video On Demand services Frontier has investigated the above statements and offers the following response: Frontier apologized for any inconvenience Mrs [redacted] has experienced with the services or the Frontier Customer Service agents.Frontier has been in contact with Mrs [redacted] and is actively working to address all of her concerns.Frontier conducted a full billing review and confirmed that all charges and credits have been applied appropriately and any agreement terms with the previous provider have been honored in full.Mrs [redacted] has been supplied with direct contact information to get any questions or issues related to her complaint addressed 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advised Frontier his internet service never worked to his satisfaction Frontier has investigated the above statements and offers the following response: Frontier investigated Mr [redacted] ’s complaint and since service was already disconnected agreed to credit back charges for the time customer was billed due to intermittent service.Mr [redacted] is satisfied with the resolution 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
$in credits have been posted to the account for technician visit, new outlet wiring, inside wiring maintenance, and late fee
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: Ms [redacted] advises she discontinued voice service but kept Internet serviceCustomer states she has requested to discontinue service unsuccessfully Frontier has investigated the above statements and offers the following response: Account research located service order [redacted] completed December 2, removing the voice service and TV service.Records show Ms [redacted] is currently billing for FiOS 50/internet A Frontier representative attempted unsuccessfully to reach Ms [redacted] A contact letter was sent on February 28, 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 Frontier Specialist: Amy B [redacted] Department: Consumer Relations
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was charged for intent since October 7, 2016.Frontier has removed the internet charges on December 20, The confirmation/ order number is [redacted] .Ms [redacted] was issued a total credit of $to the account for the billing issuesMs [redacted] will see the correct charges on her statement printing January 13, 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
Frontier CommunicationsThank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] received incorrect bill amounts since Frontier migration.She states she wants to see the credits promised reflecting on her bill and does not want to call back every month for this issue to be fixedFrontier has investigated the above statements and offers the following response:Frontier apologizes for the inconvenience the customer has experienced as a result of this matterWe spoke with Ms [redacted] and applied a $bill credit that is reflected on the June 1, bill.Additional credit may be forthcoming on a future statement within one to two billing cycles, because service order change, # [redacted] , effective June 13, 2017.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 Specialist: Bridget G [redacted] Department: Executive Relations
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that Ms [redacted] was charged installation fees on her Frontier statementFrontier has investigated the above statements and offers the following response: Frontier informed Ms [redacted] that we have issued a credit of $off her current Frontier bill and she is satisfied with this resolutionMs [redacted] knows to contact Mark H [redacted] at ###-###-#### We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Frontier has investigated the account and credit was issued and reflected on the October and November billing statements totaling $eachMrs [redacted] - [redacted] confirmed this also reflected on her credit card statements• We have confirmed the account was terminated November 15, and did not bill any new charges on the December statement• The December statement reflected a credit balance of $Please allow 1-billing statements for the closing statement and final bill to generate and a refund to be sent• Our contact information has been provided to Mrs [redacted] - [redacted] should she have additional concerns
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , As of yet I have not seen the resolution only verbal so far We agreed on a final payment of $and when I receive written agreement I will sign off Regards, [redacted]
Customer Name: [redacted] M*** Phone: ###-###-#### Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states He never confirmed any processing of a refund and never agreed to Frontier’s offer He feels Frontier crammed the offer down his throat Frontier has investigated the above statements and offers the following response: Frontier’s refund policy is to send a refund days from the date of service disconnection or termination in the form of a Debit Card refund through Citibank This is not something we offer the customer The refund is an automated process and will generate in the amount of the credit balance on the customers’ account.Frontier’s investigation found that the debit refund generated and was sent to Citibank.A Frontier representative spoke with Mr [redacted] on December 7, to explain 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 Ms [redacted] bringing this matter to our attention The Complaint states that: She disconnected the billing in her name on January 15, The billing name was changed to *** [redacted] per an agreement between her and Ms [redacted] The service in Ms [redacted] ’s name continued to bill for an additional month after the change into Ms [redacted] name It was supposed to cease from billing on January 15, Frontier has investigated the above statements and offers the following response: It was discovered that Ms [redacted] ’s service continued billing after it was changed from her name to Ms [redacted] A credit has been issued for the month it continued to bill The amount of that credit is $and will be refunded by check mailed to Ms [redacted] She has been notified the check is mailed and the matter has been resolved I have left my direct contact information for Ms [redacted] to reach me with any further concerns or questions 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 reviewed Ms [redacted] rebuttal and our position on the matter has not changed Frontier investigated the claim of the address being unserviceable and confirmed Ms [redacted] ’s address is serviceable As previously communicated, Ms [redacted] resides in an area with a surplus of Internet users that could be affecting Internet service speedsFrontier advises that there has been no trouble tickets reported on either account from the time that the service was established until the service was disconnected on September 26,
Frontier Communications 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: Ms [redacted] advises she has no dial tone on any of her phones in her home, and cannot receive any incoming callsMs [redacted] states when she spoke to Frontier, Frontier would have a technician out after the beginning of next monthMs [redacted] does not agree with this as she is paying for service and Frontier cannot keep it running Frontier has investigated the above statements and offers the following response: A Frontier representative has successfully contacted Ms [redacted] .Ms [redacted] advises all phones are working effective the afternoon of 11/29/2016.The Frontier representative apologized, and advised Frontier gives the soonest due date possible for repairsEscalations can be placed due to extenuating circumstancesMs [redacted] ’s repair ticket was worked and completed on 11/29/2016.Ms [redacted] received a total credit of $for days out of service.Ms [redacted] is aware of the above statements 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 Specialist: Gabriela C*** Department: Consumer Relations
· Frontier has reviewed the call associated with Mr [redacted] concern and finds that the representative regarded the service to residential as per Mr [redacted] request· Mr [redacted] did not ask to cancel service under the business accountHe was transferred to residential customer service to go over pricing and he did not commit to the price option and advised that he would think about it, however the order processed and posted· Frontier has changed the account back to the original business name and is making contact with the Collection Agency to request to remove this from Mr [redacted] credit· The balance will remain on the account in the business name and remain written off in the business name· Frontier does apologize for any miscommunication or inconvenience caused
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that he has had problems with his Frontier internet service since June 6, Mr [redacted] advises that multiple repair tickets have been set up, but each time a ticket gets issued, it gets cancelled once the service problem has been fixed in the areaMr [redacted] advises that his internet service needs to be fixed at a time that’s convenient for him and that a credit be issued to his account for the amount of time in which his internet service was not working Frontier has investigated the above statements and offers the following response: Frontier advises that a technician was sent to Mr [redacted] ’s home on June 21, and was able to restore the internet service The customer sent an email to Frontier on that same date, confirming that the technician came out to repair the internet service Frontier advises that on June 22, 2017, a credit in the amount of $was issued to the customer’s account to compensate him for the number of days that he was without internet service In addition, a $credit had already been issued and applied to his current bill, dated June 16, 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised her installation of new service has been delayed by FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on October 13, 2017, and confirmed service is workingMs [redacted] had no further concerns at this timeWe 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
After reviewing the issue further, we have agreed to issue a credit of $as a customer relations gesture to zero the account We have left a message for Ms [redacted] advising of this information
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 her account was absorbed from Verizon by Frontier and has been on paperless billing and on auto-pay and never accessed her account since it went to Frontier Ms [redacted] states that she moved and needed to cancel or transfer her service to her new address.Ms [redacted] advises she tried to link her account on the Frontier website and was advised that her account did not exist in the Frontier system even though they take money from her monthly Ms [redacted] called Frontier and the representative could not help her unless she could verify the pin on her bill statement and was advised that Frontier could have a bill statement mailed to herFrontier has investigated the above statements and offers the following response: Frontier investigated and advises auto-pay was set up with Verizon and was transferred to Frontier when Frontier took over Verizon accounts Previous Verizon customers used My Check Free, it is an online billing and payment service Customers cannot be enrolled in both Check Free and Frontier Online Bill Pay.Frontier advises that an order to cancel service was placed on January 25, and dated back to January 12, for credit.Frontier advises a payment was scheduled on auto-pay for January 27, and was applied to the account in the amount of $ It will be returned back to Ms***.Frontier advises there was no information on Ms***’s account to verify that it was her and that is why the representative offered to mail out a bill statement to herWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter