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Frontier Communications Corp

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Reviews Frontier Communications Corp

Frontier Communications Corp Reviews (1645)

Thank you for referring the complaint of [redacted] regarding his Mother, [redacted] ’s account to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: · Mr [redacted] states he requested his mother’s phone transferred to a new address and was advised it would take days so he decided to switch his mother’s service to another provider · Mr [redacted] states after contacting Frontier multiple times, he has been unable to get the number released Frontier has investigated the above statements and offers the following response: · Account review shows a transfer order was placed to move Ms [redacted] ’s service to a new residence Any port request by another provider would have failed with the pending transfer order taht was active on the account· Frontier contacted Mr [redacted] directly regarding this matter and Mr [redacted] stated he had already established a new number for his mother with another providerFrontier has deactivated the transfer request and cancelled Ms [redacted] ’s service effective 9/21/at the request of Mr [redacted] We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Sincerely, Frontier Executive Customer Relations

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] advises she was out of service from April till August and would like reimbursement for time out of service Frontier has investigated the above statements and offers the following response: Frontier Communications investigated and found one reported out of service on the account, reference ticket: [redacted] , equaling a total of days spent without service, which correlate with calls made to Frontier’s Customer Service and Repair Department’sMs***’ account has received a, cumulative, sum of $in credit since conversionIn actuality, for the days reported out of service, the account should have only been credited $13.50, taking in to account the amount charged for service and deducting the $in monthly service credits applied to the accountFrontier Communications will credit only for times reported out of service, per terms and conditions and regulations set in place for creditingFrontier Communications stands by their decision to not apply any additional credit to the accountWe 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

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] has been attempting to establish a landline service since February and his installation date keeps getting cancelled or changedMr [redacted] is requesting credit for the inconvenience and for the landline to be installedFrontier has investigated the above statements and offers the following response:Frontier advises Mr [redacted] that the phone was installed and activated on March 17th, Frontier advises Mr [redacted] that billing credits are only for service issues or billing errorsAs this is a regulated line, we are unable to issue adjustments for inconveniencesWe 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.Frontier Specialist: Austin B [redacted] Executive Consumer Relations

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Mr [redacted] states he changed his Fios TV plan based on incorrect channel informationWhen he requested to reverse the change, he states he was advised the old plan was no longer availablePer Mr***’s request the service was terminated on August 22, The customer is now disputing the final balanceFrontier has investigated the above statement and offers the following response:Mr [redacted] was billed for service at full rate for days after the termination in errorAn adjustment in the amount of $has been submitted for approvalI have committed to follow up with the customer to advise the final status of the adjustment requestWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna VExecutive Customer Relations###-###-####

Frontier has investigated the above statements and offers the following response: Frontier concluded that the automatic payment was set up by [redacted] in August of 2016.Frontier’s bill pay system if self-maintained by the customer [redacted] would have had to verify the account information or have access to the account number and pin.Frontier applied an adjustment to Ms [redacted] as a courtesy for the misunderstanding of consultants verifying balances for account [redacted] which was closedFrontier’s refund policy stats that it takes approximately days for the account to cycle out of our billing systemThis allows any charges/credits to be applied to the account such as long distance calls, early termination fees, etcA Frontier consultant has been in direct contact with Ms [redacted] and advised of the above information We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he signed up for a promotional offer with Frontier, for which he would receive a $ Amazon gift card, but has not yet received the gift cardMr [redacted] advises that he had been told by multiple Frontier online chat representatives that he should have received the gift card Mr [redacted] advises that Frontier needs to send him the gift card that he was promised Frontier has investigated the above statements and offers the following response: Frontier advises that the $gift card was sent to Mr [redacted] on July 31, Frontier spoke with Mr [redacted] on August 2, 2017, and he confirmed that the gift card was received He requested that Frontier provide him with confirmation that there would be no early termination penalty.Frontier sent Mr [redacted] an email on August 2, He was advised that after his account was thoroughly reviewed, it was confirmed that the customer could redeem the gift card without an early termination penalty, in the unlikely event that he cancels his Frontier 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

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:Mr [redacted] states his promotions expired and his price increased Mr [redacted] states he was quoted a price of $160, including taxes and fees.Mr [redacted] states he received a bill for $and was told that there is no record of the quote of $and that his bill was correct.Mr [redacted] states that he was misled into a year contract under the pretense that it would lower his monthly bill.Frontier has investigated the above statements and offers the following response:Mr [redacted] did have promotions that expired and his price increased.Frontier does not quote taxes and fees and his rate of $178.95, plus taxes and fees is correct.Frontier maintains that if he believes that he was misled, then the early termination fee will be waived, if he chooses to disconnect.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Click here to enter texthas experienced as a result of the above matter.Frontier Specialist: Stuart B [redacted] Department: Executive Consumer Relations

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: Dish Network did not have her pay for shipping boxes back and prepaid postage was providedFrontier billed her due to the service not being cut off until September 21, and she was paid through August 23rd Frontier has investigated the above statements and offers the following response: Per Frontier Terms of Service, Frontier charges a $Broadband processing fee upon disconnection of service This fee was not related to Dish Network Services.Ms [redacted] requested a disconnection of service on August 25, 2017, after Ms***’s August 22, billing cycleFrontier bills one month in advance.Per Frontier’s Terms of Service, Frontier is not required to issue prorated credits.Frontier issued prorated credit for $on October 27, as a courtesy to cover the charges billed for the internet after Ms***’s disconnection date This credit posted on Ms***’s November 22, Frontier statement.Ms***’s last payment to Frontier was received on August 24, in the amount of $ This payment covered Ms***’s July 22, through August 23, Frontier billing statement.Each month as a bundled Dish Network customer, Ms***’s Dish Network bill cycle within the Frontier statement, covered billing dates of the 10th to the 9th In this case, Ms***’s August 22, statement included Dish Network charges for August 10, through September 9, in the amount of $91.26.As a bundled customer, Frontier pays for Dish Networks services on behalf of the customers, before customers receive their monthly statements.Dish issued prorated credit back to Ms***’s Frontier’s billing statement in the amount of $against the August 10th through September 9th Dish Network statement This leaves a balance owed previously paid by Frontier of $against Ms***’s August 22, statement Frontier is sustaining the outstanding balance on Ms***’s account as the charges are valid Dish $55.97, $Frontier broadband processing fee, $prorated internet charges, and $in feesWe 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

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 she found an offer for a FiOS triple play from Frontier on the internet for $per month however when she contacted customer service to order this package she was advised the price was not available that the pricing was $then $ · Ms [redacted] states she cancelled the order placed by the consultant as she wanted the $price as advertisedMs [redacted] believes this is advertisingFrontier has investigated the above statements and offers the following response: · Frontier apologizes if Ms [redacted] was not provided consistent information regarding the pricing availableFrontier does offer the $price point for a FiOS Triple play which includes the digital phone unlimited package, 30/FiOS internet and the FiOS Prime television package which includes one Home Media DVR for monthsThis price does not include additional set top boxes or taxes and surcharges· Frontier has contacted Ms [redacted] directly regarding this issue and has placed a new order for the $pricing advertised on the internet with the additional set top box she selectedWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matterSincerely, Frontier Customer Relations

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] upgraded her Digital Phone Essentials phone plan with Minutes of long distance calling to Digital Phone Unlimited with unlimited nationwide calling on October 24, The agreement included a year term from October 24, to October 23, with a $ETF for ending service before the end of the term Frontier’s records show that Ms [redacted] requested the plan to prevent billing for individual calls because she is located in an area with a limited local calling areaFrontier advises that the term dates were printed on every billing statement beginning with the November 7, statement Account billing statements also advised that a term fee would apply if the service was cancelled prior to the end of the term.Frontier finds that Ms [redacted] ported out her number [redacted] with an effective date of December 8, The December 7, statement printed before the account was disconnected Ms [redacted] will receive a statement on January 7, including credit from the December 8, disconnection to the end of the billing cycle and the $ETF.Frontier sustains the $ET as valid.Frontier spoke with Ms [redacted] on December 14, to provide the above information

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Customers price of internet has doubled since frontier took over the account Frontier has investigated the above statements and offers the following response: Customers promotions were set to end on April 2nd, per the Verizon agreement, coincidentally that was just days after frontier took over the account.Customer has been put on frontier promotions We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrand Mrs [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Customer states in February she went on her cable box and renewed her account for the same great package for the same great priceCustomer states that billing went up $the first month Frontier took over and then $the second month Customer made several contact to customer service and inquires to lower your bill, get credit, loss of service, slow internet speed and finally to cancel your services Frontier has investigated the above statements and offers the following response: Frontier does not show in the notes sent from Verizon or on the Verizon bills that the promotion that the customer had was changedFrontier shows that the promotions on the December 19, billing statement is the same as March 19, billing statementFrontier has emailed the customer December 19, thru May 20, billing statementsThe bill increase in April due to a $promotion credit that expires on April 19, Frontier has per customer request has cancelled her account on June 3, and waived the early termination feeThe customer has a $credit that was approved on May 24, and will reflect on her June 20, billing statementThe customer is satisfied and has been provide my direct contact information for future issues We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:• Mr [redacted] states he contacted Frontier on 12/9/to report his FiOS Battery was beeping and was advised that a technician would be out to replace his battery Mr [redacted] states he was later advised that after year Frontier does not replace batteries and that to have a technician out to replace the battery would be service charge of $ • Mr [redacted] states he was advised that the 15/Internet he had was no longer available and the agent would have to switch him to 30/but that his bill would stay at $per month• Mr [redacted] states he received a bill for $which included a $termination fee, a $shipping and handling fee and a $fee for a replacement batteryMr [redacted] is disputing the charges Frontier has investigated the above statements and offers the following response:• Frontier has a year warranty on all battery replacementsAfter the warranty period, consumers can either purchase a battery from Frontier for a fee of $and a one-time shipping charge of $or they can purchase a battery at any retailer of their choice A review of the contact shows Mr [redacted] was advised incorrectly that a technician needed to come out to upgrade the speed and could change out the battery at the same time Mr [redacted] was not advised of any charge for the battery.• Account review shows an order was placed on 12/8/to ship a new battery to Mr [redacted] and upgrade him from his grandfathered 15/internet plan to the most current 30/internet plan at a monthly rate of $ • Account review shows Mr***’s 12/13/bill was high because he was billed for the battery replacement and shipping fee as well as an early termination fee from his old package in errorFrontier issued credit for these charges on 12/16/and advised Mr [redacted] to only pay $for the internet These credits will reflect on the 1/13/billing statement.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations

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:Mr [redacted] is not satisfied with the outcome of the original complaint on this matter.Frontier has investigated the above statements and offers the following response:Thank you for referring the additional concerns of [redacted] to our office for review.We apologize for any frustrations or inconvenience that Mr [redacted] has experienced.Frontier has reviewed these additional remarks and has determined the company's position has not changedWe 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 Specialist: Rebecca N [redacted] Department: Executive Consumer

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] states that phone lines are not working correctly, and not getting voice mail messagesMr [redacted] requests bill adjustments for problems with phone and billing on his account Frontier has investigated the above statements and offers the following response: Frontier has worked with Mr [redacted] and has corrected both phone lines as well as voice mail working on both lines.Frontier has issued credits for any billing errors as well as credits for service issues 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 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: Ms [redacted] contacted Frontier on December 4, She was offered to have $taken off her bill She was paying $per month at the timeMs [redacted] has paid the amounts she was advised to pay each monthMs [redacted] has contacted Frontier several times to correct the billing Frontier has investigated the above statements and offers the following response: Frontier offers a variety of packages and promotions to our new and existing customersAt the time Ms [redacted] contacted Frontier, the best price available was $a month for the Simply FIOS 30/The agent processing the change failed to properly place the correct price on the account, and Ms [redacted] was billed $for each month since the callMs***’ account has been changed to reflect the best price available, which is $This will be reflected on the April 13,bill statementFrontier has provided credit for the overbilled amount on March 31, That will reflect on the April 13, bill as wellFrontier has provided the above information to Ms [redacted] via email 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 Brian M [redacted] Executive Customer Relations Frontier Communications

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] was expecting service to be installed by February 14, and Frontier never came He was then given an appointment of February 16, and the same thing occurred Mr [redacted] wants his service installed Frontier has investigated the above statements and offers the following response: Mr [redacted] had his telephone and Internet installed on February 21, 2017.A Frontier Representative spoke with Mr [redacted] on February 23, and everything was working well.Frontier has issued a $credit to Mr [redacted] ’s account for the missed commitments We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Revdex.com: The response was incorrect inasmuch as it indicates that I was unaware of a prior balance Rather, my complaint noted that the prior balance carried over from Verizon to Frontier was erroneous and exceedingly high Frontier did respond promptly to my complaint and eventually became very helpful in resolving this longstanding issue once it reached the appropriate level of internal escalation Notwithstanding this mischaracterization, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Regards, [redacted]

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 Regards, [redacted] • Frontier charged me a $early termination fee after telling me twice, on two separate phone calls that there would be none • Frontier only refunded part of the early termination fee that I was not to be charged to begin with • Frontier has yet to explain to me why a “bundle” would expire at different times anywayIt was all bundled togetherIt is in the title“Bundle.” • Frontier bought me from VerizonI never agreed to do business with Frontier to begin withMy expired bundle was with Verizon • It has been months and Frontier still has my account credit of $(minus the $they still owe me)I was forced to pay a bill that I did not owe after canceling service or “risk a penalty.” According to Frontier, it will be months before I might see my money back

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 she is not receiving the promotional price that was quoted to her by Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was offered a promotion that is not available.Frontier spoke with Ms [redacted] on May 11, and reviewed the available promotions that she qualifies forMs [redacted] decided to change her plan to one of the promotions offered for the services that she would like to haveFrontier placed an order to make the changes to Ms***’s account on May 24, Frontier advises that adjustments in the amount of $have been applied to Ms***’s account to correct the promotional rates for her April, May, and June statementsWe 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

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