Chat Subject: FiOS Billing Question

Your Question: Question about my bill. It appears we missed the month of October, but the amount due reflects 3 months of missed payments. According to my bank statement, we have only missed one month.

A Frontier eCenter Representative will be with you shortly. Thank you. (09:15:54)

Agent Mary has joined. (09:15:54)

Mary : Chat ID for this session is 12211034294. (09:15:54)

Mary(09:15:54): Hello. Thank you for visiting our chat service. I will be happy to help you today.

Mary(09:16:19): Is your home(landline) phone number [number removed]?

Joe Day(09:16:44): That is my cell #.

Mary(09:17:09): May I have your account number then so I can access your information?

Joe Day(09:17:33): Sure..let me track it down.

Joe Day(09:18:10): [account number]

Mary(09:18:24): one moment please

Mary(09:20:11): I do not show us receiving a payment in October.

Joe Day(09:20:26): I think that is correct

Joe Day(09:20:46): Do you show a payment for 83.51 in November?

Mary(09:21:31): Yes, on November 15th

Mary(09:22:42): Your bill is due on the 14th of the month so it will show on your statement that we did not receive the November payment because that bill was already printed before we received your payment.

Joe Day(09:23:15): OK...so, what do I currently owe then?

Joe Day(09:23:34): The account shows 250.53, but that is 3 months worth of service.

Joe Day(09:24:03): Shouldn't that be adjusted to reflect 2 months?

Mary(09:24:56): Since your bill was printed before the payment was received for November. It will show that we did not get a payment in Oct., Nov., and Dec.

Joe Day(09:25:39): I understand that. But you DID receive a payment in November. So reality and the bill are in conflict. I need to know how much I ACTUALLY owe.

Joe Day(09:26:30): If I pay 250.53, I will have paid one month too much, which is a substantial amount, and you understand why I am unwilling to pay for something I have already paid for.

Mary(09:27:33): Your current total due before January 16, 2010 is $167.02.

Joe Day(09:28:16): OK...that looks right. Thank you. So, if I pay that now, I'm all up to date?

Mary(09:28:36): That is the way it looks in this system.

Joe Day(09:28:56): Sounds like a confident answer ;)

Joe Day(09:29:16): can you give a yes or a no?

Mary(09:29:36): All I can say is what it shows in the system.

Mary(09:29:47): Do you have any other questions I can help you with today?

Joe Day(09:30:22): Yes. I would like an answer with more certainty please.

Joe Day(09:30:58): Forgive me if your ambiguity makes me uncomfortable.

Mary(09:32:08): I'm sorry you feel uncomfortable with what the system shows.

Joe Day(09:32:43): Come on. Don't play games with me. It's a yes or a no. If you can't answer it, then please find someone who can.

Joe Day(09:33:19): Very simple question: If I pay $167.02 today, is my account up to date?

Joe Day(09:33:23): yes or no?

Mary(09:34:20): Current Balance shows $250.

Mary(09:34:34): $250.53

Mary(09:35:04): Minus payment of $83.51 leaves a total of $167.02.

Mary(09:35:55): Payment due date is before January 16. So if you make that payment today your total should be $0.

Joe Day(09:36:46): all that math looks like a 'yes'. is that a 'yes'?

Mary(09:37:11): Thank you for chatting with us. I hope I have resolved your reason for contacting us today. If you have any additional questions, please do not hesitate to contact us again. Please complete the survey at the conclusion of this chat. We appreciate your feedback.

Your session is now closed.

Thank you, have a nice day.