Frontier CommunicationsThank 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 the account in question was incorrectly established even though the technician could not activate the serviceMs [redacted] is contesting the balance of $on the account and is requesting that her deposit of $be returned back to herFrontier has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that a member of the Executive Escalations team has attempted to reach out to Ms [redacted] via phone on April 6th, to resolve her concernsMs [redacted] ’s voicemail box is full and cannot accept any further messagesAn email was sent to Ms [redacted] Frontier advises Ms [redacted] that the Executive Escalation agent issued the necessary adjustments to clear the balanceThe balance on the account now reflects as $0.00.Frontier advises Ms [redacted] that the deposit refund is being processedThe Executive Escalations agent will continue to provide updates until resolution is completed.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: Austin B [redacted] Department: Executive Consumer Relations
Thank you for referring the complaint for the [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states that she is disputing the amount of the Frontier bill.Frontier has investigated the above statements and offers the following response:Frontier’s investigation found that the previous promotion expired January 26,and a new term started on March 29, 2016.Frontier applied a credit of $on March 31, as well as $on March 1, and $on June 17, 2016.Frontier spoke with Ms [redacted] and advised the total early term fees are $due to the service being ported on March 26, prior to the March 28, term completion date.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our 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
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 her bringing this matter to our attention The Complaint states that: Mr [redacted] has had several repair tickets and although the issue for now is resolved but does not feel there is a permanent repair Frontier has investigated the above statements and offers the following response: Frontier has made several attempts to contact Mr [redacted] regarding this issue.Frontier has mailed Mr [redacted] a letter with direct contact information if he needs additional assistanceWe 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 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have been contacted by Frontier communications and the issue is resolvedI'd like to close this complaint Regards, [redacted]
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
Frontier Communications Customer Name: [redacted] Phone: ###-###-#### Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate the Public Utility Commission bringing this matter to our attentionThe Complaint states that: Ms [redacted] states she has been without her Frontier telephone, Internet and television since April 1, 2016.Ms [redacted] advises that she has had a poor customer experience with Frontier customer service and technicians not calling or showing up on her scheduled repair dates.Ms [redacted] advises that she does not want to pay for service that she did not receiveFrontier has investigated the above statements and offers the following response: Ms [redacted] experienced a temporary disruption in service during the transition of Verizon’s network and services to Frontier which was reported on April 16, 2016.Frontier opened a trouble ticket on April 16, which was completed by replacing her telephone equipment on May 15, 2016.Frontier provided Ms [redacted] a proper out of service credit back to April 16, in the amount of $240.89.Frontier did speak with Ms [redacted] on May 17, to confirm her satisfaction and provided Ms [redacted] with a direct line and extension number for any additional questions or concernsWe trust that this information will assist you in closing this complaint We apologize for the inconvenience that Ms [redacted] has experienced as a result of the above matterFrontier Specialist: Rita F [redacted] Department: Customer Relations Telephone Number: ###-###-#### EXT Fax Number: ###-###-####
Thank you for referring the rebuttal of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] advises that since he was told by Frontier that his internet speed could not be increased from his current megabits per second, he would like his to have a reduction in his monthly rate Mr [redacted] advises that although Frontier did give him an additional $off per month to lower his monthly rate to $for months, that lower rate should be permanent Frontier has investigated the above statements and offers the following response: Frontier advises that the additional $monthly discount for the internet service can only be guaranteed for months.Frontier spoke with Mr [redacted] on July 31, 2017, and advised him that every effort will be made to keep his monthly rate at $34.99, after the $discount expires in one year.Frontier also advises that it is not possible to guarantee that a monthly rate will remain the same on a permanent basis, since all rates are subject to change, and customers are informed via bill notifications whenever there is an upcoming price increase or promotion expiration 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 attentionThe Complaint states that:Ms [redacted] states that she experienced a delay in getting Frontier Internet services connected at her homeFrontier has investigated the above statements and offers the following response:Frontier records show that there was a repair completed on Ms [redacted] Internet services on January 14, 2017.Frontier issued an adjustment to Ms***’ account in the amount of $for the Internet service issues that she experienced.Frontier spoke with Ms [redacted] on January 23, who confirmed that the internet service was workingMs [redacted] is satisfiedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] R [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that on January 24, he spoke with Frontier about Internet service issues.Mr [redacted] states that he was advised adjustments were applied to his account and the balance remaining was $8.42.Mr [redacted] states that he cancelled his Frontier service and received a statement with a balance of $74.98.Mr [redacted] states that he has been advised several times he would not have a balance with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] cancelled his Frontier service on February 7, 2017.Frontier determined that Mr [redacted] was advised that an adjustment of $ $would be applied January 24, resulting in a balance owed of $Frontier advises that the full adjustment was not approved and only $was applied as an adjustmentFrontier applied an adjustment of $on April 7, 2017.Frontier advises that Mr***’s final billing statement was generated on May 1, with a balance of $74.98.Frontier applied an adjustment of $on May 12, Frontier advises Mr [redacted] no longer has a balance with FrontierFrontier spoke with Mr [redacted] on May 12, and advised the information above.Mr [redacted] is satisfied 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 you bringing this matter to our attention The Complaint states that: • Mr [redacted] agreed to a bundle price around $a month, but bill is much higher Frontier has investigated the above statements and offers the following response: • December 13, Frontier spoke with Mr [redacted] acknowledging his concerns • Our records indicate Mr [redacted] agreed to a package bundling price of $79.99; however, his first billing statement was much higher • When reviewing account, it was $+ taxes and surcharges • His total first bill was for $ • In addition, Mr [redacted] requested to have services disconnected due to pricing, and is scheduled for December 20, • As a courtesy, Frontier issued a credit for this amount; which brought this statement to a zero balance We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced because of the above matter Frontier Specialist: Kevin F [redacted] Department: GM Specialist Telephone Number: ###-###-#### Ext Fax Number: ###-###-####
The Complaint states that: • After several request to have TV & Internet disconnected, the services are still working Frontier has investigated the above statements and offers the following response: • Our records indicate Mr [redacted] called on November 29, requesting to cancel servicesHe was provided an order confirmation number; however, services continued to work • On December 4, 2016, Mr [redacted] called back to Frontier inquiring about his cancellation orderRepresentative identified the order failed, and submitted a request to have problem fixed • December 9, Frontier attempted to reach Mr [redacted] regarding his concernsWe also successfully placed order [redacted] for disconnection of services dated for today, but made it effective November 29, so that he will not be charged after that date • In addition, we emailed Mr [redacted] at [redacted] advising of resolution We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
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] upgraded his internet service to a faster speed and at the time of the purchase he confirmed with Frontier that this action would not restart a new contractual periodInternet services remained poor in spite of the upgrade and numerous calls to Frontier provided no relief, and on 12/24/when he finally decided to cancel service, Frontier advised that a $termination fee would apply Frontier has investigated the above statements and offers the following response: Frontier was able to locate and review the call to upgrade service which took place on 7/8/and confirmed that Mr [redacted] was advised by the representative that his contract would not be renewed by the upgrade and that his contract expiration at the time of 10/12/would remainWhile Frontier’s correct process for Satellite Broadband upgrades does include the renewal of a term, in this instance due to the mis-information given and as Mr [redacted] did not ask to disconnect the service until after the original contractual date had passed, Frontier will be able to waive Mr***’s termination fee for disconnecting the internet service 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
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 cannot make local phone calls without being told it is long distanceWhen I explain to the operator that it isn't long distance the operator says "My equipment tells me it is long distance.." I complained before, ID # [redacted] but when the Revdex.com asks for more details from me they provide me with no method to respond.They need to acknowledge and fix the problemI should also be compensated for my troubleI have to use a cell phone to make class Regards, [redacted]
Thank you for referring the complaint of [redacted] J [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he cancelled his Frontier account and had a balance remaining that he was disputingMr*** states that he requested to establish a new account and made a payment to fulfill what was remaining on the previous cancelled account.Mr [redacted] states that he received a statement owing $on the cancelled accountMr [redacted] states that he contacted Frontier and was informed that the $balance was incorrect and the amount would be removedMr [redacted] states that he received another statement advising him that he owes $ Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s Frontier account was cancelled on October 05, 2016.Frontier advises that Mr***s balance was $as of January 1, 2017.Frontier applied a courtesy credit of $on January 5, 2017.Frontier advises Mr [redacted] made a payment of $on January 5, 2017.Frontier advises Mr***s deposit refund of $applied to his account on January 6, Mr***’s remaining balance as of January 6, was $81.91.Frontier determined that Mr [redacted] was advised that the $balance would be removed on February 1, Frontier advises the adjustment was not applied properly on his Frontier accountFrontier applied the adjustment of $on March 22, 2017.Frontier spoke with Mr [redacted] on March 22, and advised the information aboveMr [redacted] is satisfied 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I called them on one occasion before filing this complaint and they put me on hold when I asked to speak to a managerI was subsequently disconnected and they never called back despite the fact that we had agreed upon a contact number in case of disconnection.After I filed a complaint with the Revdex.com, Frontier was very proactive in getting the matter resolved and though we played phone tag without either being available when the other called, they did finally follow up with an email explaining this satisfactory resolution.Thanks! [redacted]
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 trying to advise Frontier he has not had an account since July-August He stated they keep waiving all fees and promising someone would contact him the next business day, as of January He stated he has yet to receive a call back and Frontier managed to place the account in collections Our records indicate the customer contacted Frontier multiple times and was advised the balance would be credited Unfortunately, each time the credit was issued, it was denied due to an incorrect charge code the Early Termination Fee (ETF)The September 27, billing statement reflected the previous balance of $79.49, no payment posted, a credit of $was applied and the balance forward was $ The current activity for September was $145.38, which brought the total balance to $ The October 27, billing statement reflected the previous balance of $208.37, no payment posted, and credit for the full ETF of $was applied, which left a balance of $ This balance is for the FiOS 50/charge, not the ETF On February 7, 2017, the account balance of $has been credited and the account balance is now cleared.We sincerely apologize for any inconvenience this matter has caused Frontier made attempts to reach Mr [redacted] but was unsuccessful each timeShould Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS
Frontier CommunicationsThank 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 the account in question was incorrectly established even though the technician could not activate the serviceMs [redacted] is contesting the balance of $on the account and is requesting that her deposit of $be returned back to herFrontier has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that a member of the Executive Escalations team has attempted to reach out to Ms [redacted] via phone on April 6th, to resolve her concernsMs [redacted] ’s voicemail box is full and cannot accept any further messagesAn email was sent to Ms [redacted] Frontier advises Ms [redacted] that the Executive Escalation agent issued the necessary adjustments to clear the balanceThe balance on the account now reflects as $0.00.Frontier advises Ms [redacted] that the deposit refund is being processedThe Executive Escalations agent will continue to provide updates until resolution is completed.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: Austin B [redacted] Department: Executive Consumer Relations
Thank you for referring the complaint for the [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states that she is disputing the amount of the Frontier bill.Frontier has investigated the above statements and offers the following response:Frontier’s investigation found that the previous promotion expired January 26,and a new term started on March 29, 2016.Frontier applied a credit of $on March 31, as well as $on March 1, and $on June 17, 2016.Frontier spoke with Ms [redacted] and advised the total early term fees are $due to the service being ported on March 26, prior to the March 28, term completion date.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our 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
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 her bringing this matter to our attention The Complaint states that: Mr [redacted] has had several repair tickets and although the issue for now is resolved but does not feel there is a permanent repair Frontier has investigated the above statements and offers the following response: Frontier has made several attempts to contact Mr [redacted] regarding this issue.Frontier has mailed Mr [redacted] a letter with direct contact information if he needs additional assistanceWe 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 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have been contacted by Frontier communications and the issue is resolvedI'd like to close this complaint Regards, [redacted]
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
Frontier Communications Customer Name: [redacted] Phone: ###-###-#### Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate the Public Utility Commission bringing this matter to our attentionThe Complaint states that: Ms [redacted] states she has been without her Frontier telephone, Internet and television since April 1, 2016.Ms [redacted] advises that she has had a poor customer experience with Frontier customer service and technicians not calling or showing up on her scheduled repair dates.Ms [redacted] advises that she does not want to pay for service that she did not receiveFrontier has investigated the above statements and offers the following response: Ms [redacted] experienced a temporary disruption in service during the transition of Verizon’s network and services to Frontier which was reported on April 16, 2016.Frontier opened a trouble ticket on April 16, which was completed by replacing her telephone equipment on May 15, 2016.Frontier provided Ms [redacted] a proper out of service credit back to April 16, in the amount of $240.89.Frontier did speak with Ms [redacted] on May 17, to confirm her satisfaction and provided Ms [redacted] with a direct line and extension number for any additional questions or concernsWe trust that this information will assist you in closing this complaint We apologize for the inconvenience that Ms [redacted] has experienced as a result of the above matterFrontier Specialist: Rita F [redacted] Department: Customer Relations Telephone Number: ###-###-#### EXT Fax Number: ###-###-####
Thank you for referring the rebuttal of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] advises that since he was told by Frontier that his internet speed could not be increased from his current megabits per second, he would like his to have a reduction in his monthly rate Mr [redacted] advises that although Frontier did give him an additional $off per month to lower his monthly rate to $for months, that lower rate should be permanent Frontier has investigated the above statements and offers the following response: Frontier advises that the additional $monthly discount for the internet service can only be guaranteed for months.Frontier spoke with Mr [redacted] on July 31, 2017, and advised him that every effort will be made to keep his monthly rate at $34.99, after the $discount expires in one year.Frontier also advises that it is not possible to guarantee that a monthly rate will remain the same on a permanent basis, since all rates are subject to change, and customers are informed via bill notifications whenever there is an upcoming price increase or promotion expiration 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 attentionThe Complaint states that:Ms [redacted] states that she experienced a delay in getting Frontier Internet services connected at her homeFrontier has investigated the above statements and offers the following response:Frontier records show that there was a repair completed on Ms [redacted] Internet services on January 14, 2017.Frontier issued an adjustment to Ms***’ account in the amount of $for the Internet service issues that she experienced.Frontier spoke with Ms [redacted] on January 23, who confirmed that the internet service was workingMs [redacted] is satisfiedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter
Thank you for referring the complaint of [redacted] R [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that on January 24, he spoke with Frontier about Internet service issues.Mr [redacted] states that he was advised adjustments were applied to his account and the balance remaining was $8.42.Mr [redacted] states that he cancelled his Frontier service and received a statement with a balance of $74.98.Mr [redacted] states that he has been advised several times he would not have a balance with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] cancelled his Frontier service on February 7, 2017.Frontier determined that Mr [redacted] was advised that an adjustment of $ $would be applied January 24, resulting in a balance owed of $Frontier advises that the full adjustment was not approved and only $was applied as an adjustmentFrontier applied an adjustment of $on April 7, 2017.Frontier advises that Mr***’s final billing statement was generated on May 1, with a balance of $74.98.Frontier applied an adjustment of $on May 12, Frontier advises Mr [redacted] no longer has a balance with FrontierFrontier spoke with Mr [redacted] on May 12, and advised the information above.Mr [redacted] is satisfied 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 you bringing this matter to our attention The Complaint states that: • Mr [redacted] agreed to a bundle price around $a month, but bill is much higher Frontier has investigated the above statements and offers the following response: • December 13, Frontier spoke with Mr [redacted] acknowledging his concerns • Our records indicate Mr [redacted] agreed to a package bundling price of $79.99; however, his first billing statement was much higher • When reviewing account, it was $+ taxes and surcharges • His total first bill was for $ • In addition, Mr [redacted] requested to have services disconnected due to pricing, and is scheduled for December 20, • As a courtesy, Frontier issued a credit for this amount; which brought this statement to a zero balance We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced because of the above matter Frontier Specialist: Kevin F [redacted] Department: GM Specialist Telephone Number: ###-###-#### Ext Fax Number: ###-###-####
The Complaint states that: • After several request to have TV & Internet disconnected, the services are still working Frontier has investigated the above statements and offers the following response: • Our records indicate Mr [redacted] called on November 29, requesting to cancel servicesHe was provided an order confirmation number; however, services continued to work • On December 4, 2016, Mr [redacted] called back to Frontier inquiring about his cancellation orderRepresentative identified the order failed, and submitted a request to have problem fixed • December 9, Frontier attempted to reach Mr [redacted] regarding his concernsWe also successfully placed order [redacted] for disconnection of services dated for today, but made it effective November 29, so that he will not be charged after that date • In addition, we emailed Mr [redacted] at [redacted] advising of resolution We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter
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] upgraded his internet service to a faster speed and at the time of the purchase he confirmed with Frontier that this action would not restart a new contractual periodInternet services remained poor in spite of the upgrade and numerous calls to Frontier provided no relief, and on 12/24/when he finally decided to cancel service, Frontier advised that a $termination fee would apply Frontier has investigated the above statements and offers the following response: Frontier was able to locate and review the call to upgrade service which took place on 7/8/and confirmed that Mr [redacted] was advised by the representative that his contract would not be renewed by the upgrade and that his contract expiration at the time of 10/12/would remainWhile Frontier’s correct process for Satellite Broadband upgrades does include the renewal of a term, in this instance due to the mis-information given and as Mr [redacted] did not ask to disconnect the service until after the original contractual date had passed, Frontier will be able to waive Mr***’s termination fee for disconnecting the internet service 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
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 cannot make local phone calls without being told it is long distanceWhen I explain to the operator that it isn't long distance the operator says "My equipment tells me it is long distance.." I complained before, ID # [redacted] but when the Revdex.com asks for more details from me they provide me with no method to respond.They need to acknowledge and fix the problemI should also be compensated for my troubleI have to use a cell phone to make class Regards, [redacted]
Thank you for referring the complaint of [redacted] J [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he cancelled his Frontier account and had a balance remaining that he was disputingMr*** states that he requested to establish a new account and made a payment to fulfill what was remaining on the previous cancelled account.Mr [redacted] states that he received a statement owing $on the cancelled accountMr [redacted] states that he contacted Frontier and was informed that the $balance was incorrect and the amount would be removedMr [redacted] states that he received another statement advising him that he owes $ Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s Frontier account was cancelled on October 05, 2016.Frontier advises that Mr***s balance was $as of January 1, 2017.Frontier applied a courtesy credit of $on January 5, 2017.Frontier advises Mr [redacted] made a payment of $on January 5, 2017.Frontier advises Mr***s deposit refund of $applied to his account on January 6, Mr***’s remaining balance as of January 6, was $81.91.Frontier determined that Mr [redacted] was advised that the $balance would be removed on February 1, Frontier advises the adjustment was not applied properly on his Frontier accountFrontier applied the adjustment of $on March 22, 2017.Frontier spoke with Mr [redacted] on March 22, and advised the information aboveMr [redacted] is satisfied 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I called them on one occasion before filing this complaint and they put me on hold when I asked to speak to a managerI was subsequently disconnected and they never called back despite the fact that we had agreed upon a contact number in case of disconnection.After I filed a complaint with the Revdex.com, Frontier was very proactive in getting the matter resolved and though we played phone tag without either being available when the other called, they did finally follow up with an email explaining this satisfactory resolution.Thanks! [redacted]
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 trying to advise Frontier he has not had an account since July-August He stated they keep waiving all fees and promising someone would contact him the next business day, as of January He stated he has yet to receive a call back and Frontier managed to place the account in collections Our records indicate the customer contacted Frontier multiple times and was advised the balance would be credited Unfortunately, each time the credit was issued, it was denied due to an incorrect charge code the Early Termination Fee (ETF)The September 27, billing statement reflected the previous balance of $79.49, no payment posted, a credit of $was applied and the balance forward was $ The current activity for September was $145.38, which brought the total balance to $ The October 27, billing statement reflected the previous balance of $208.37, no payment posted, and credit for the full ETF of $was applied, which left a balance of $ This balance is for the FiOS 50/charge, not the ETF On February 7, 2017, the account balance of $has been credited and the account balance is now cleared.We sincerely apologize for any inconvenience this matter has caused Frontier made attempts to reach Mr [redacted] but was unsuccessful each timeShould Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS