Frontier Utilities appreciates the opportunity to respond to the complaint of our now former customer, [redacted] We regret that we have lost [redacted] 's business Frontier Utilities was contacted by [redacted] for purposes of enrollment on [redacted] *** A switch request was entered to begin service with Frontier Utilities, at [redacted] 's request, for [redacted] *** [redacted] specifically requested the "Online Flex" plan he had seen on powertochoose.org The "Online Flex" plan (EFL Attached) is a variable rate The EFL is clear that the initial rate is guaranteed for the initial billing cycle only (see attachment) Upon enrollment, Frontier Utilities does not capture the billing cycle for new customers Historical data is received once the initial moorder is sent on behalf of the customer The customer, however, having had electric service at the address previously is aware of their billing cycle and may opt to align their switch (by selecting the date) with their meter reading cycle to ensure the first billing includes a full cycle While it is unfortunate that [redacted] was no aware of these important items, these are things that are not typically disclosed on an EFL as it would not apply to most customers Frontier Utilities specifically regrets that [redacted] feels he was "slammed" There were no additional non-disclosed charges added to his invoice; neither was he enrolled without his permission To mitigate his dislike for the Online Flex plan structure, [redacted] has already switched to another retailer Since the referenced plan is a variable plan with no contract or penalties, the switch away from Frontier has already resolved the issue for which he has complained Notwithstanding the above, Frontier Utilities has applied a credit to the account to offset the price difference for the time billed above the initial rate Although the plan and price performed as designed and disclosed, our interest is that [redacted] feels he was treated fairly We hope the actions taken are accepted as final resolution Again, we regret losing a valued customer for any reason and we apologize for any less-than-stellar experience [redacted] may have suffered Respectfully submitted, FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT
To Whom It May Concern, Frontier Utilities appreciates the opportunity to respond the the complaint lodged by one of our prospective customers in New York After review of the details, calls and records, we have determined that there was no actual request to cease calling prior to this complaint, only that she was not immediately interested In fact, the prospect ( [redacted] ) mentioned to the agents that she may want to make a selection on some later date We were unable to find any communication where the prospect asked for her number to be removed - or that the calls stop When we received the complaint, we immediately took steps to remove the telephone number from the campaign and ensure that it is no longer dialed All actions have now been completed and we have confirmed, internally, that he reported phone number has been removed form all outbound campaigns Frontier Utilities would like to apologize for any misunderstanding or inconvenience caused by our calls Respectfully submitted, FRONTIER UTILITIES SOLUTIONS DEPT
Please allow us to state that we continue to be grateful for the opportunity to clear-up this matter. With the complainant's continued refusal to provide any information that would allow us to directly answer the questions posed through the complaint process, we were left to our own means to investigate this matter fully. After follow up with our vendor, we have been able to confirm that no actual "sale" was completed in this matter.
The vendor's internal team was finally able to locate the subject account even without the assistance of the complainant. After much research we were able to determine that the [redacted] account in question is in the name of "[redacted]". One of the main reasons the vendor was able to find the call/issue is because it had been tagged by the internal QA Team for some required elements. Once this happens, the agent is immediately coached and the sales call is classified as a "fail".
The vendor reported that "[redacted]", the actual account holder, called them directly to explain that it was his son to whom the sale representative was speaking and that he was a minor without authorization to agree to anything contractual. It was at this time that the floor Supervisor became engaged and advised '[redacted]" that the sale had not been completed due to the internal process and it seemed all was well, as they ended the call with an apology and assurance that nothing had been entered into the enrollment system based on internal review. The vendor further reports that about 30 minutes after the aforementioned call, the complainant called in and also spoke with the Supervisor - but refused to accept any explanation and threatened to call the Police and report fraudulent enrollment of services when it had already been explained - to both the complainant and tot eh account holder that the enrollment had not been passed and therefore everything collected during the call was nullified.
As mentioned in our previous answer, we are 100% focused on quality and have measures in place to catch, review and stop these things from happening. While we certainly do not condone the actions of the agent, we also note here that the complainant's son answered the phone only once and was spoken to only once. He did not disclose his age and the agent did not ask. Ultimately, the account was not created, having been stopped though the internal QA process. Frontier Utilities apologizes to the complainant and the family for any inconvenience suffered. Please allow this to confirm that we have appropriately taken the steps required to coach the agent and we have reviewed the call and matter with our vendor to prevent any future occurrences such as this.
Again, thank you for this opportunity.
FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.
Frontier Utilities appreciates the opportunity to respond to the complaint of our now former customer, [redacted]. We regret that we have lost [redacted]'s business.
Frontier Utilities was contacted by [redacted] for purposes of enrollment on [redacted]. A switch request was...
entered to begin service with Frontier Utilities, at [redacted]'s request, for [redacted]. [redacted] specifically requested the "Online Flex" plan he had seen on powertochoose.org. The "Online Flex" plan (EFL Attached) is a variable rate. The EFL is clear that the initial rate is guaranteed for the initial billing cycle only (see attachment). Upon enrollment, Frontier Utilities does not capture the billing cycle for new customers. Historical data is received once the initial move-in order is sent on behalf of the customer. The customer, however, having had electric service at the address previously is aware of their billing cycle and may opt to align their switch (by selecting the date) with their meter reading cycle to ensure the first billing includes a full cycle. While it is unfortunate that [redacted] was no aware of these important items, these are things that are not typically disclosed on an EFL as it would not apply to most customers.
Frontier Utilities specifically regrets that [redacted] feels he was "slammed". There were no additional non-disclosed charges added to his invoice; neither was he enrolled without his permission. To mitigate his dislike for the Online Flex plan structure, [redacted] has already switched to another retailer. Since the referenced plan is a variable plan with no contract or penalties, the switch away from Frontier has already resolved the issue for which he has complained.
Notwithstanding the above, Frontier Utilities has applied a credit to the account to offset the price difference for the time billed above the initial rate. Although the plan and price performed as designed and disclosed, our interest is that [redacted] feels he was treated fairly.
We hope the actions taken are accepted as final resolution. Again, we regret losing a valued customer for any reason and we apologize for any less-than-stellar experience [redacted] may have suffered.
Respectfully submitted,
FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.
Frontier Utilities appreciates the opportunity to respond to this complaint. We specifically regret that these potential customers did not have the fantastic experience we require of our agents who answer inbound calls as well as those who make outbound calls. We have recently provided...
enhanced training for our outbound agents and vendor relationships to avoid these kinds of experiences and to set clear expectations for the experience created for Frontier Utilities' prospects and customers alike. We have searched for the account by name, address and telephone number. We have not been able to locate any active accounts or leads using the information provided in the complaint. We have taken the appropriate steps to place the referenced information on our do not call/do not market lists. If we are provided with the [redacted] account number, along with the account holder's name and address, we will cancel any pending or completed enrollments and place the supplied information on our do not call/do not market lists.
Respectfully submitted,
FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.
To Whom It May Concern,
Frontier Utilities appreciates the opportunity to respond the the complaint lodged by one of our prospective customers in New York.
After review of the details, calls and records, we have determined that there was no actual request to cease calling prior to this...
complaint, only that she was not immediately interested. In fact, the prospect ([redacted]) mentioned to the agents that she may want to make a selection on some later date. We were unable to find any communication where the prospect asked for her number to be removed - or that the calls stop. When we received the complaint, we immediately took steps to remove the telephone number from the campaign and ensure that it is no longer dialed. All actions have now been completed and we have confirmed, internally, that he reported phone number has been removed form all outbound campaigns.
Frontier Utilities would like to apologize for any misunderstanding or inconvenience caused by our calls.
Respectfully submitted,
FRONTIER UTILITIES SOLUTIONS DEPT.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Acknowledge you will cease and desist defrauding chdren
No excuse to defraud a child because he does not state his Age
No excuse to mislead as to the identity of your company
No excuse to deceive. Child and pretend to know their parent
Improper and unlawful to record a child who is not legally capable of giving consent
The tone of your response is reprehensible
- criticizing me for not providing more private informTiom when the heart of my concern is privacy violation
Please. Be. Certain that I will provide these hostile response which are filled with
Admissions by you of legal violations to a the authorities I previously reported I had notified
Frontier Utilities appreciates the opportunity to respond to the complaint of our now former customer, [redacted] We regret that we have lost [redacted] 's business Frontier Utilities was contacted by [redacted] for purposes of enrollment on [redacted] *** A switch request was entered to begin service with Frontier Utilities, at [redacted] 's request, for [redacted] *** [redacted] specifically requested the "Online Flex" plan he had seen on powertochoose.org The "Online Flex" plan (EFL Attached) is a variable rate The EFL is clear that the initial rate is guaranteed for the initial billing cycle only (see attachment) Upon enrollment, Frontier Utilities does not capture the billing cycle for new customers Historical data is received once the initial moorder is sent on behalf of the customer The customer, however, having had electric service at the address previously is aware of their billing cycle and may opt to align their switch (by selecting the date) with their meter reading cycle to ensure the first billing includes a full cycle While it is unfortunate that [redacted] was no aware of these important items, these are things that are not typically disclosed on an EFL as it would not apply to most customers Frontier Utilities specifically regrets that [redacted] feels he was "slammed" There were no additional non-disclosed charges added to his invoice; neither was he enrolled without his permission To mitigate his dislike for the Online Flex plan structure, [redacted] has already switched to another retailer Since the referenced plan is a variable plan with no contract or penalties, the switch away from Frontier has already resolved the issue for which he has complained Notwithstanding the above, Frontier Utilities has applied a credit to the account to offset the price difference for the time billed above the initial rate Although the plan and price performed as designed and disclosed, our interest is that [redacted] feels he was treated fairly We hope the actions taken are accepted as final resolution Again, we regret losing a valued customer for any reason and we apologize for any less-than-stellar experience [redacted] may have suffered Respectfully submitted, FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT
To Whom It May Concern, Frontier Utilities appreciates the opportunity to respond the the complaint lodged by one of our prospective customers in New York After review of the details, calls and records, we have determined that there was no actual request to cease calling prior to this complaint, only that she was not immediately interested In fact, the prospect ( [redacted] ) mentioned to the agents that she may want to make a selection on some later date We were unable to find any communication where the prospect asked for her number to be removed - or that the calls stop When we received the complaint, we immediately took steps to remove the telephone number from the campaign and ensure that it is no longer dialed All actions have now been completed and we have confirmed, internally, that he reported phone number has been removed form all outbound campaigns Frontier Utilities would like to apologize for any misunderstanding or inconvenience caused by our calls Respectfully submitted, FRONTIER UTILITIES SOLUTIONS DEPT
Please allow us to state that we continue to be grateful for the opportunity to clear-up this matter. With the complainant's continued refusal to provide any information that would allow us to directly answer the questions posed through the complaint process, we were left to our own means to investigate this matter fully. After follow up with our vendor, we have been able to confirm that no actual "sale" was completed in this matter.
The vendor's internal team was finally able to locate the subject account even without the assistance of the complainant. After much research we were able to determine that the [redacted] account in question is in the name of "[redacted]". One of the main reasons the vendor was able to find the call/issue is because it had been tagged by the internal QA Team for some required elements. Once this happens, the agent is immediately coached and the sales call is classified as a "fail".
The vendor reported that "[redacted]", the actual account holder, called them directly to explain that it was his son to whom the sale representative was speaking and that he was a minor without authorization to agree to anything contractual. It was at this time that the floor Supervisor became engaged and advised '[redacted]" that the sale had not been completed due to the internal process and it seemed all was well, as they ended the call with an apology and assurance that nothing had been entered into the enrollment system based on internal review. The vendor further reports that about 30 minutes after the aforementioned call, the complainant called in and also spoke with the Supervisor - but refused to accept any explanation and threatened to call the Police and report fraudulent enrollment of services when it had already been explained - to both the complainant and tot eh account holder that the enrollment had not been passed and therefore everything collected during the call was nullified.
As mentioned in our previous answer, we are 100% focused on quality and have measures in place to catch, review and stop these things from happening. While we certainly do not condone the actions of the agent, we also note here that the complainant's son answered the phone only once and was spoken to only once. He did not disclose his age and the agent did not ask. Ultimately, the account was not created, having been stopped though the internal QA process. Frontier Utilities apologizes to the complainant and the family for any inconvenience suffered. Please allow this to confirm that we have appropriately taken the steps required to coach the agent and we have reviewed the call and matter with our vendor to prevent any future occurrences such as this.
Again, thank you for this opportunity.
FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.
Frontier Utilities appreciates the opportunity to respond to the complaint of our now former customer, [redacted]. We regret that we have lost [redacted]'s business.
Frontier Utilities was contacted by [redacted] for purposes of enrollment on [redacted]. A switch request was...
entered to begin service with Frontier Utilities, at [redacted]'s request, for [redacted]. [redacted] specifically requested the "Online Flex" plan he had seen on powertochoose.org. The "Online Flex" plan (EFL Attached) is a variable rate. The EFL is clear that the initial rate is guaranteed for the initial billing cycle only (see attachment). Upon enrollment, Frontier Utilities does not capture the billing cycle for new customers. Historical data is received once the initial move-in order is sent on behalf of the customer. The customer, however, having had electric service at the address previously is aware of their billing cycle and may opt to align their switch (by selecting the date) with their meter reading cycle to ensure the first billing includes a full cycle. While it is unfortunate that [redacted] was no aware of these important items, these are things that are not typically disclosed on an EFL as it would not apply to most customers.
Frontier Utilities specifically regrets that [redacted] feels he was "slammed". There were no additional non-disclosed charges added to his invoice; neither was he enrolled without his permission. To mitigate his dislike for the Online Flex plan structure, [redacted] has already switched to another retailer. Since the referenced plan is a variable plan with no contract or penalties, the switch away from Frontier has already resolved the issue for which he has complained.
Notwithstanding the above, Frontier Utilities has applied a credit to the account to offset the price difference for the time billed above the initial rate. Although the plan and price performed as designed and disclosed, our interest is that [redacted] feels he was treated fairly.
We hope the actions taken are accepted as final resolution. Again, we regret losing a valued customer for any reason and we apologize for any less-than-stellar experience [redacted] may have suffered.
Respectfully submitted,
FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.
Frontier Utilities appreciates the opportunity to respond to this complaint. We specifically regret that these potential customers did not have the fantastic experience we require of our agents who answer inbound calls as well as those who make outbound calls. We have recently provided...
enhanced training for our outbound agents and vendor relationships to avoid these kinds of experiences and to set clear expectations for the experience created for Frontier Utilities' prospects and customers alike. We have searched for the account by name, address and telephone number. We have not been able to locate any active accounts or leads using the information provided in the complaint. We have taken the appropriate steps to place the referenced information on our do not call/do not market lists. If we are provided with the [redacted] account number, along with the account holder's name and address, we will cancel any pending or completed enrollments and place the supplied information on our do not call/do not market lists.
Respectfully submitted,
FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.
To Whom It May Concern,
Frontier Utilities appreciates the opportunity to respond the the complaint lodged by one of our prospective customers in New York.
After review of the details, calls and records, we have determined that there was no actual request to cease calling prior to this...
complaint, only that she was not immediately interested. In fact, the prospect ([redacted]) mentioned to the agents that she may want to make a selection on some later date. We were unable to find any communication where the prospect asked for her number to be removed - or that the calls stop. When we received the complaint, we immediately took steps to remove the telephone number from the campaign and ensure that it is no longer dialed. All actions have now been completed and we have confirmed, internally, that he reported phone number has been removed form all outbound campaigns.
Frontier Utilities would like to apologize for any misunderstanding or inconvenience caused by our calls.
Respectfully submitted,
FRONTIER UTILITIES SOLUTIONS DEPT.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Acknowledge you will cease and desist defrauding chdren
No excuse to defraud a child because he does not state his Age
No excuse to mislead as to the identity of your company
No excuse to deceive. Child and pretend to know their parent
Improper and unlawful to record a child who is not legally capable of giving consent
The tone of your response is reprehensible
- criticizing me for not providing more private informTiom when the heart of my concern is privacy violation
Please. Be. Certain that I will provide these hostile response which are filled with
Admissions by you of legal violations to a the authorities I previously reported I had notified