Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that Frontier billed him for service he never received and he is due a credit of $He stated he contacted Frontier several times with no resultFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and found that the installation order was completed in errorFrontier credited $to the account, which cleared the balance to zero and and created a credit balance of $Frontier spoke to Mr [redacted] and advised him the account is at a zero balance and we are processing a deposit-related refund 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 of Ms [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Credit in the amount of $was issued for the Early Termination Fee that posted to the November 19, billing statementAn additional credit in the amount of $was issued for the promotional discounts that were debited on the December 19, billing statementPlease allow 1-bill cycles for credits to postPlease note credit adjustments are subject to an approval processOn January 26, I relayed the above information to Ms [redacted] If Ms [redacted] requires further assistance regarding this issue she may contact me directly at 1/###-###-#### EXT [redacted] We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Frontier has investigated the above statements and offers the following response: Frontier advises that the balance of $has been removed from account starting with [redacted] .Frontier has stopped all collections activity.Ms [redacted] should receive one more statement reflecting a zero balance We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below THe called and made no further attempts to rectify the issue I there fore have closed my account and went to another provided Thank you For your help Regards, [redacted]
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 that she has received a billing statement that does not reflect what Frontier advised the cost of services would be monthly Frontier has investigated the above statements and offers the following response: Frontier advises that it has reviewed the account and the account had been billed in error due the promotional discounts not applied to Ms [redacted] ’s accountFrontier has activated the promotional discounts and is making the appropriate adjustments to the account.Frontier is going to follow up on the account to ensure Ms [redacted] is being billed correctly.Frontier has spoken to Ms [redacted] about her account on April 13, We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: A Frontier consultant has been in direct contact with Ms [redacted] and advised Dish was removed from her Frontier account on 02/13/2017.The account has a balance in the amount of $is due by 03/12/When the 03/17/statement generates it should only display charges for the Frontier phone service We regret any inconvenience that [redacted] may have 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] advises he has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on December 18, and explained credit issued.Frontier explained we have corrected provisioned internet speedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised that she agreed to a new Triple Play Bundle and Frontier has billed her incorrectly I would like Frontier to honor price quoted and credit my account and correct price moving forward Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on April 28, Frontier has issued credits and corrected the billFrontier has activated all promotionsFrontier has set a follow upMs [redacted] is satisfied 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] is requesting compensation for billing issues with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that under tariff, Frontier is responsible for service outage credits based on the customer's daily rate of service that is not functioning and incorrect charges due to system issues or order entry errorsFrontier is not liable for any other compensationWe therefore must respectfully deny Mr [redacted] request for compensationWe 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: The Frontier Premium Technical Support was removed from Mr [redacted] ’s account Mr [redacted] was billed $for Frontier Premium Technical SupportHowever, he received a promotion for a $ discount therefore making the monthly reoccurring charge $7.99.Frontier provides a detail statement each billing cycle notifying Mr [redacted] of the products and services he subscribes to.It is Frontier policy to refund three month when there are back billing issuesFrontier applied an adjustment to Mr [redacted] ’s account on February 13, in the amount $As a courtesy Frontier will credit an additional $for back billingThis will total $for five months of billing of Frontier Premium Technical Support.As stated in Frontier’s terms and conditions, actual Internet speeds may vary Speeds are offered in tiersThe high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier, but is not a statement or guarantee of the maximum speed the customer will receive At this time Mr [redacted] ’ has a credit balance on his Frontier account in the amount of $The new Frontier statement will generate on May 10thA Frontier consultant has been unsuccessful in reaching Mr [redacted] however a detail message was left with contact information We regret any inconvenience that Mr [redacted] may have 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] advises he found a better price and speed at Spectrum and that Frontier technician did not clean up after installationMr [redacted] advises that he was billed for a full month of service even though he wanted to end his service earlierFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on March 28, and confirmed that Mr [redacted] wanted to cancel Frontier serviceFrontier processed Mr [redacted] request to close accountFrontier explained 30-day minimum bill policyFrontier advises that Mr [redacted] has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycle Frontier spoke with Mr [redacted] and confirmed the above information Frontier has sent Shipping labels to return Equipment and advised Mr [redacted] to keep UPS tracking number for tracking purposesFrontier has set follow up to ensure bill accuracyWe 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
8/31/4:30:PM (UTC)Lawrence, BrandiCloseout Comments: Customers Revdex.com claim was closed -She reported issues with internet on 6/we fixed issue on 6/30- no other tickets opened
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 Frontier failed to install her internet services at her new address.Ms [redacted] states that she has been charged an early termination fee for services that were not successfully activated at her homeFrontier has investigated the above statements and offers the following response: A review of this account shows that Ms [redacted] was charged an Early Termination Fee of $upon the removal of internet services from her billing.Ms [redacted] states that she was never able to use internet services.A Frontier representative has adjusted Ms [redacted] ’s account for the amount of $for the Early Termination fee that was billed for services that were never used at Ms [redacted] ’s address.A Frontier representative has spoken with Ms [redacted] and confirmed that she accepts these actions as satisfactory resolution for her complaintWe 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 the above statements and offers the following response: Frontier advises that inter service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference Speeds may vary over timeFrontier advises according to the terms of service that actual speeds may vary, any speeds advertised is not a guarantee Service is subject to availabilityFrontier has been unable to reach the customer after multiple attempts We trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Frontier’s Collections team has advised that a copy of the Ms [redacted] ’s credit report would need to be provided as to determine what account this is in reference to.Ms [redacted] can contact the collections department directly at ###-###-#### to request the fax number or address this can be sent to for review
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Deborah Shuker I have to once again claim the obviousTheir main argument is that internet speeds vary due to their listed factorsIf that is the case, then why do they sell the various speeds? Why was I encouraged to go to a higher speed of 100/by a customer service rep that was researching a better plan for me? And, if I would have agreed to it, they would have charged me an additional $per month? If I couldn’t get the 50/speed and would have gone to the 100/speed, I wouldn’t ha e even been close to that if the factors they state were affecting my initial speedTo me, that’s fraudSecondly, every time I called in, the techs told me to use their frontier speed test, only to find out that at the end, they didn’t use that test when the techs came to my house They used an outside speed test that almost gave the correct speeds, but the frontier site still did not The techs that finally came to my house, were very professional and friendly It only took over a month to warrant a house call by frontier techs ( which I originally asked for) and not contractors As far as a one-time credit of $50; is a joke The amount of hours and days I spent trying to find a quick solution, was constantly met with bad customer service and road blocks It should never have taken over a month to rectify the problem And, again, how lucky my had I not been receiving the product for which I was paying? Minimally, I should be credited a full month of total service I know the second statement can’t and won’t be part of this but frontier should consider handling a customer, like myself, that had over calls into them to rectify this sole question, when a customer service notices this or it is pointed out, should refer the problem to a supervisor A designated supervisor should be assigned that customer and stays with that customer till the problem is solved That way your customer has one person to contact and that one persons phone numberThe customer wouldn’t have to repeat the story every photo me call and go through all the pains of being transferred to phone lines to only wait again those supervisors would be rated on how happy your customers ended upThat would for sure cut down on unhappy peopleYou need to make sure your customer service people, your techs on the phone, your techs in the field, and most of all your contract techs are all on the same pageYou are wasting money on your contract techs instead of investing money in customer service
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] states that Frontier has not resolved his issue with his Video on Demand services, and he still continues to be billed incorrectly Frontier has investigated the above statements and offers the following response: Frontier’s records indicate that Mr [redacted] is selecting to purchase the Video on Demand content instead of renting it at no chargeFrontier spoke to Mr [redacted] December 12, and he advised that was how he was instructed by Frontier to access the contentFrontier emailed instructions on accessing the free content, and advises that any purchases made prior to December 14, can be credited back to him since he was advised incorrectly 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advised Frontier he has a down Telephone wire near his residenceFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on May 4, and he advised the line in question has been repairedWe 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 review We appreciate him bringing this matter to our attention.In the complaint Mr [redacted] expressed concern regarding Frontier not honoring the previous contract he had with Verizon His Monthly Recurring Charge (MRC) was $52.06, which included tax Our records indicate the customer is billed for FiOS 50/for $ and the Quantum Gateway Rental for $9.99, which brings the rate to $ before taxes The first Frontier statement included a one-time High Speed Internet Installation charge of $ and prorated charge of $for the FiOS 50/for the period April – April 10; also $for the Quantum Gateway Rental for the same periodAs with Verizon, the first statement is higher than subsequent statements due to the month in advance and prorated charges This occurs on the first bill and subsequent statements will include the basic service fees and taxes, as is the case with Mr***’s account On October 10, 2016, as a courtesy, the customer was credited the difference of the $and the amount of $52.06; billed April – September and the Late Payment charges on the July – September billing statements The credit for the difference in the MRC is $5.38, which totaled $ The Late Payment Fees for July were $5.00, August - $6.99, and September - $and the total for the three bill periods totaled $ Please allow 1-bill cycles for the credit adjustments to post to the billing statement.Finally, on October 10, 2016, a records order ( [redacted] ) was placed to remove the rental fee of $ The customer’s bill will now reflect the $for the FiOS 50/50, plus tax We apologize for the inconvenience this matter has caused Should Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS
The Complaint states that: Mr [redacted] advises that after cancelling his Frontier service, he was billed for a period of time that he advises that he did not have the service and believes he should not be paying forFrontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience that this issue has caused Mr [redacted] Frontier advises that per our Terms of Service, unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services.Frontier advises that we spoke to Mr [redacted] on March 27, to advise of the above
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that Frontier billed him for service he never received and he is due a credit of $He stated he contacted Frontier several times with no resultFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and found that the installation order was completed in errorFrontier credited $to the account, which cleared the balance to zero and and created a credit balance of $Frontier spoke to Mr [redacted] and advised him the account is at a zero balance and we are processing a deposit-related refund 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 of Ms [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Credit in the amount of $was issued for the Early Termination Fee that posted to the November 19, billing statementAn additional credit in the amount of $was issued for the promotional discounts that were debited on the December 19, billing statementPlease allow 1-bill cycles for credits to postPlease note credit adjustments are subject to an approval processOn January 26, I relayed the above information to Ms [redacted] If Ms [redacted] requires further assistance regarding this issue she may contact me directly at 1/###-###-#### EXT [redacted] We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations
Frontier has investigated the above statements and offers the following response: Frontier advises that the balance of $has been removed from account starting with [redacted] .Frontier has stopped all collections activity.Ms [redacted] should receive one more statement reflecting a zero balance We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below THe called and made no further attempts to rectify the issue I there fore have closed my account and went to another provided Thank you For your help Regards, [redacted]
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 that she has received a billing statement that does not reflect what Frontier advised the cost of services would be monthly Frontier has investigated the above statements and offers the following response: Frontier advises that it has reviewed the account and the account had been billed in error due the promotional discounts not applied to Ms [redacted] ’s accountFrontier has activated the promotional discounts and is making the appropriate adjustments to the account.Frontier is going to follow up on the account to ensure Ms [redacted] is being billed correctly.Frontier has spoken to Ms [redacted] about her account on April 13, We apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Frontier has investigated the above statements and offers the following response: A Frontier consultant has been in direct contact with Ms [redacted] and advised Dish was removed from her Frontier account on 02/13/2017.The account has a balance in the amount of $is due by 03/12/When the 03/17/statement generates it should only display charges for the Frontier phone service We regret any inconvenience that [redacted] may have 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] advises he has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on December 18, and explained credit issued.Frontier explained we have corrected provisioned internet speedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised that she agreed to a new Triple Play Bundle and Frontier has billed her incorrectly I would like Frontier to honor price quoted and credit my account and correct price moving forward Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on April 28, Frontier has issued credits and corrected the billFrontier has activated all promotionsFrontier has set a follow upMs [redacted] is satisfied 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] is requesting compensation for billing issues with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that under tariff, Frontier is responsible for service outage credits based on the customer's daily rate of service that is not functioning and incorrect charges due to system issues or order entry errorsFrontier is not liable for any other compensationWe therefore must respectfully deny Mr [redacted] request for compensationWe 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: The Frontier Premium Technical Support was removed from Mr [redacted] ’s account Mr [redacted] was billed $for Frontier Premium Technical SupportHowever, he received a promotion for a $ discount therefore making the monthly reoccurring charge $7.99.Frontier provides a detail statement each billing cycle notifying Mr [redacted] of the products and services he subscribes to.It is Frontier policy to refund three month when there are back billing issuesFrontier applied an adjustment to Mr [redacted] ’s account on February 13, in the amount $As a courtesy Frontier will credit an additional $for back billingThis will total $for five months of billing of Frontier Premium Technical Support.As stated in Frontier’s terms and conditions, actual Internet speeds may vary Speeds are offered in tiersThe high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier, but is not a statement or guarantee of the maximum speed the customer will receive At this time Mr [redacted] ’ has a credit balance on his Frontier account in the amount of $The new Frontier statement will generate on May 10thA Frontier consultant has been unsuccessful in reaching Mr [redacted] however a detail message was left with contact information We regret any inconvenience that Mr [redacted] may have 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] advises he found a better price and speed at Spectrum and that Frontier technician did not clean up after installationMr [redacted] advises that he was billed for a full month of service even though he wanted to end his service earlierFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on March 28, and confirmed that Mr [redacted] wanted to cancel Frontier serviceFrontier processed Mr [redacted] request to close accountFrontier explained 30-day minimum bill policyFrontier advises that Mr [redacted] has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycle Frontier spoke with Mr [redacted] and confirmed the above information Frontier has sent Shipping labels to return Equipment and advised Mr [redacted] to keep UPS tracking number for tracking purposesFrontier has set follow up to ensure bill accuracyWe 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
8/31/4:30:PM (UTC)Lawrence, BrandiCloseout Comments: Customers Revdex.com claim was closed -She reported issues with internet on 6/we fixed issue on 6/30- no other tickets opened
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 Frontier failed to install her internet services at her new address.Ms [redacted] states that she has been charged an early termination fee for services that were not successfully activated at her homeFrontier has investigated the above statements and offers the following response: A review of this account shows that Ms [redacted] was charged an Early Termination Fee of $upon the removal of internet services from her billing.Ms [redacted] states that she was never able to use internet services.A Frontier representative has adjusted Ms [redacted] ’s account for the amount of $for the Early Termination fee that was billed for services that were never used at Ms [redacted] ’s address.A Frontier representative has spoken with Ms [redacted] and confirmed that she accepts these actions as satisfactory resolution for her complaintWe 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 the above statements and offers the following response: Frontier advises that inter service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference Speeds may vary over timeFrontier advises according to the terms of service that actual speeds may vary, any speeds advertised is not a guarantee Service is subject to availabilityFrontier has been unable to reach the customer after multiple attempts We trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter
Frontier’s Collections team has advised that a copy of the Ms [redacted] ’s credit report would need to be provided as to determine what account this is in reference to.Ms [redacted] can contact the collections department directly at ###-###-#### to request the fax number or address this can be sent to for review
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Deborah Shuker I have to once again claim the obviousTheir main argument is that internet speeds vary due to their listed factorsIf that is the case, then why do they sell the various speeds? Why was I encouraged to go to a higher speed of 100/by a customer service rep that was researching a better plan for me? And, if I would have agreed to it, they would have charged me an additional $per month? If I couldn’t get the 50/speed and would have gone to the 100/speed, I wouldn’t ha e even been close to that if the factors they state were affecting my initial speedTo me, that’s fraudSecondly, every time I called in, the techs told me to use their frontier speed test, only to find out that at the end, they didn’t use that test when the techs came to my house They used an outside speed test that almost gave the correct speeds, but the frontier site still did not The techs that finally came to my house, were very professional and friendly It only took over a month to warrant a house call by frontier techs ( which I originally asked for) and not contractors As far as a one-time credit of $50; is a joke The amount of hours and days I spent trying to find a quick solution, was constantly met with bad customer service and road blocks It should never have taken over a month to rectify the problem And, again, how lucky my had I not been receiving the product for which I was paying? Minimally, I should be credited a full month of total service I know the second statement can’t and won’t be part of this but frontier should consider handling a customer, like myself, that had over calls into them to rectify this sole question, when a customer service notices this or it is pointed out, should refer the problem to a supervisor A designated supervisor should be assigned that customer and stays with that customer till the problem is solved That way your customer has one person to contact and that one persons phone numberThe customer wouldn’t have to repeat the story every photo me call and go through all the pains of being transferred to phone lines to only wait again those supervisors would be rated on how happy your customers ended upThat would for sure cut down on unhappy peopleYou need to make sure your customer service people, your techs on the phone, your techs in the field, and most of all your contract techs are all on the same pageYou are wasting money on your contract techs instead of investing money in customer service
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] states that Frontier has not resolved his issue with his Video on Demand services, and he still continues to be billed incorrectly Frontier has investigated the above statements and offers the following response: Frontier’s records indicate that Mr [redacted] is selecting to purchase the Video on Demand content instead of renting it at no chargeFrontier spoke to Mr [redacted] December 12, and he advised that was how he was instructed by Frontier to access the contentFrontier emailed instructions on accessing the free content, and advises that any purchases made prior to December 14, can be credited back to him since he was advised incorrectly 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advised Frontier he has a down Telephone wire near his residenceFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on May 4, and he advised the line in question has been repairedWe 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 review We appreciate him bringing this matter to our attention.In the complaint Mr [redacted] expressed concern regarding Frontier not honoring the previous contract he had with Verizon His Monthly Recurring Charge (MRC) was $52.06, which included tax Our records indicate the customer is billed for FiOS 50/for $ and the Quantum Gateway Rental for $9.99, which brings the rate to $ before taxes The first Frontier statement included a one-time High Speed Internet Installation charge of $ and prorated charge of $for the FiOS 50/for the period April – April 10; also $for the Quantum Gateway Rental for the same periodAs with Verizon, the first statement is higher than subsequent statements due to the month in advance and prorated charges This occurs on the first bill and subsequent statements will include the basic service fees and taxes, as is the case with Mr***’s account On October 10, 2016, as a courtesy, the customer was credited the difference of the $and the amount of $52.06; billed April – September and the Late Payment charges on the July – September billing statements The credit for the difference in the MRC is $5.38, which totaled $ The Late Payment Fees for July were $5.00, August - $6.99, and September - $and the total for the three bill periods totaled $ Please allow 1-bill cycles for the credit adjustments to post to the billing statement.Finally, on October 10, 2016, a records order ( [redacted] ) was placed to remove the rental fee of $ The customer’s bill will now reflect the $for the FiOS 50/50, plus tax We apologize for the inconvenience this matter has caused Should Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS
The Complaint states that: Mr [redacted] advises that after cancelling his Frontier service, he was billed for a period of time that he advises that he did not have the service and believes he should not be paying forFrontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience that this issue has caused Mr [redacted] Frontier advises that per our Terms of Service, unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services.Frontier advises that we spoke to Mr [redacted] on March 27, to advise of the above