Frontier Communications Corp.

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe
appreciate her bringing this matter to our attention. The Complaint states that: *** *** states she contacted Frontier several times about a loud buzzing noise on her line and about picking up a downed line which they left when doing a repair last year*** *** states there is never an outstanding ticket to be found and no one ever follow up with me*** *** wants this resolvedFrontier has investigated the above statements and offers the following response: Frontier spoke to *** *** on April 27, and informed her they show a trouble ticket cancelled but no indication of why so an additional trouble ticket was placed with her that day to send a tech outFrontier spoke to *** *** on May 2, and she informed Frontier there is no longer static on her line and the tech did fix the wires/downed line.*** *** is satisfiedWe trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter. Frontier Specialist: Kelly E*** Department: Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him
bringing this matter to our attention The Complaint states that: Mr*** cancelled his account on December 5, and they keep having the amount drafted on auto pay and end up with a credit balance. Want all payments refunded Frontier has investigated the above statements and offers the following response: Mr*** had auto payments set up in online bill pay and although the account is show inactive it was still drafting A Frontier Representative worked with offline to stop the process.A refund is being completed to Mr*** for all overpayment We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Frontier confirms a disconnect order has been issue to close the account with an effective date of 4-1-Frontier apologizes for the inconvenience the customer experienced

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Frontier is not addressing the problemI was lied too for yearsFrontier told both my husband and myself on many occupations that we had to have a telephone in order to receive internetOf course we have used the telephone line, we are paying for itThe issue is that they lied to us and told us that we HAD to pay $a month for telephone that we clearly did not needThat is fraudWe have talked to technicians that have told us these lines have never been changed in yearsNothing has been upgradedThey have been deceiving customers for yearsI would not have purchased a phone line from them if I didn't need oneI was told by an employee named John, which frontier will have recorded, that I never needed a line and he apologized and stated that he would take the phone off immediatelyHow is this legal ?
Regards,
*** ***

Thank you for referring the additional concerns of Mr*** to our office for review
The additional concerns state:
• Mr*** says he was not quoted the $disconnect fee when he placed his order for new Frontier service in
Frontier has reviewed these additional concerns and offers the following response:
• In this instance Frontier will apply a credit of $to cover the broadband disconnection fee on the final billing statement
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter
Sincerely,
Frontier Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** has been experiencing internet trouble and wishes it to be restored Frontier has
investigated the above statements and offers the following response: Frontier was not able to locate an account for Ms*** or her address Frontier has been unsuccessful trying to reach Ms*** however she has been given a direct contact name and number should she still need assistance We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms .*** has experienced as a result of the above matter

I called the customer on 08/and left a message for a return callI spoke to Mr*** on 08/who was very irate and said he was still having issuesI sent the complaint to local management againI issued credit in the amount of $which appeared on Mr***'s 08/25/billI called Mr*** on both his home phone and can be reached # on 08/and left messages on both numbersSent call me letter on 08/and re-sent on 08/Service is working, credit has been given as statedClosing complaint

Frontier's position remains the same.Thank you

Frontier has investigated the above statements and offers the following response: Frontier has contacted Ms*** regarding Internet service issues.Ms*** was not satisfied with Internet service repair that was completed.Ms*** has requested to disconnect the service with Frontier effective April 15, 2017.Frontier has provided Ms*** with contact information should she need assistance in the future We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My contract was with Verizon and not with Frontier I was willing to accept services from Frontier, after I discovered that they were the new providerI discovered that they were the new provider when I lost service and had to call to try to restore service.I lost service on April 16, and the service was never restored by Frontier Therefore, Frontier failed to provide the service that I had contracted with Verizon to provide.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The complaint states that: Mr*** advises that there was an Internet outage for two weeks and requested to disconnect his service
on October 17, and was advised by Frontier they would process and reimburse for charges for the time the service was not available.Mr*** advises in December no action was taken for the disconnect of the service and was charged for October, November and December of monthly payments.Mr*** advises the disconnect of Internet is dated for January 2, with no answer on reimbursement of charges for October, November and December monthly payments. Frontier has investigated the above statements and offers the following response: Frontier advises that a disconnect order was submitted on December 29, and dated for the same date to close out Mr***’s account.Frontier advises we received three monthly charge backs for October, November and December for a total amount of $on January 4, 2018.Frontier advises we are waiting for the February 1, bill to print for further credits to be applied to the account. Mr*** will receive a final bill in March with a zero balanceWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** had been continually charged an enormous amount for services that he was told would actually be
cheaperFrontier promised to rectify the problem, but after many hours on hold and many promises he still had no resolution Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on October 19, 2016, he had called to add the MAV channel to his package and that was it. His bill went up very high after calling to make this change. Frontier sees that more programming was added than Mr*** had asked for. Another representative has worked on this account and it looks to be fixed. Frontier is showing this bill should be between $168-$per month. Frontier will follow up with Mr*** on October 31, 2016. Mr*** is satisfied We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her for bringing this matter to our attention The Complaint states that: The box in the bedroom is not receiving all the channels that she is subscribed to Frontier has investigated
the above statements and offers the following response: Frontier dispatched a technician on September 10, and resolved the issue with the box in the bedroomFrontier received email correspondence from Mrs*** advising the box is now working perfectly We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** 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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am completely and utterly not happy and not accepting this whatsoeverThis does not resolve anythingFrontier is completely avoiding any and all fraudulent terms made by them and lying about it and not even telling the whole storyYes as I have already mentioned before I cancelled early because I was not getting my agreed upon service which I was paying for! Secondly I had talked to numerous people about the cancelling and your employees did in fact assure me that the cancellation fee would be rightfully waivedThirdly you frontier go on to keep billing me when I had no knowledge of this until you frontier deemed that you would send to collectionsYou had never once tried to contact me with anything! That is your guys biggest and most terrible quality is your horrible horrible customer serviceThe fact of the matter is though, you cannot knowingly keep billing someone for something they are paying for and the person (me) is not getting your service for whole months? What load of crap is that from a big name company? It is in your contract you are to supply service to people who pay and I was one of them, and I didn't get serviceLastly I tried to contact Amy and which she did not call me back and did not pick up her phoneAgain horrible customer service
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
They have rectified the current billing issues dating back to September 2017, however they have not addressed the credits that are due from overbilling last year before I downgraded my serviceReference account notes from conversation 8/1/with Frontier Supervisor Dannette in the Virginia office ***, Remedy ticket ***. There is an additional approximately $in overcharges that are due back on the account
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that:• Ms*** advises that she requested that her service transferred to a new address but a technician did not show up on the scheduled
dayMs*** checked on the status of her order twice that day and was assured the technician was coming. • Ms*** states that on her third call, she was advised there was working service at her location and that had to be terminated by that customer in order for her service to be installedShe does not know the previous tenant.• Ms*** is concerned that she will be billed for service at her previous address that she can’t use.Frontier has investigated the above statements and offers the following response:• Frontier apologizes that Ms*** was given incorrect information about her order by online consultantsFrontier records show that there was an unsuccessful attempt on 7/22/to reach Ms*** and advise her about the delay.• A Frontier representative later spoke with Ms*** and requested her to provide a copy of her lease as well as contact information for the landlord so that Frontier could confirm the previous tenant was no longer living at the residence and had abandoned the serviceMs*** provided the information and the old service was disconnectedMsJones’ service was then activated on 8/5/Ms*** confirmed it was working.• Frontier credited MsJones’ account for the day service gap and issued a $missed commitment credit.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms*** has experienced as a result of the above matter.Sincerely,Executive Customer RelationsFrontier Communications

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** is requesting that his services with Frontier Communications be prorated and his account
adjusted to reflect the date of his disconnect Frontier has investigated the above statements and offers the following response: On December 22, 2017, Mr*** requested a disconnection of service.Mr*** was advised that service would bill through the end of his billing cycle date of January 15, 2018.Per Frontier Communications Terms of Service Agreement, Unless, otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services, and you are responsible for all charges incurred through the date of termination. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that: Ms*** states that she was contacted by Frontier back in to sign up for a telephone and Internet package with a
year contractShe states that she told them that she did not want the year contractA few weeks later she received a welcome packet in the mail with a $Apple gift cardShe called Frontier and told them she had turned down the offer and to take it off of her accountThey told her they would remove itShe states she threw the Apple gift card away and assumed Frontier did the right thingShe did not agree to the year term and wants credit and to have her credit report corrected. Frontier has investigated the above statements and offers the following response: Frontier reports that Ms*** did not sign a contract for the Apple gift card offerFrontier also reports that the Apple gift card was accepted by Ms*** and the Apple gift card was usedFrontier will not issue a credit to Ms***’s account because the gift card was usedThe balance of $consist of $300.00, which was the early termination fee charged due to removing the account before the term of November The remaining $is for the service that was used up to the disconnection date of June 21, Frontier has emailed Ms*** with all of the above per her request today We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: *** *** states Her internet service was not working for two and the time out of service was
never adjustedFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate there has not been a trouble ticket created for a service outage for a two-week time period in Frontier has made several attempts to reach *** ***; however, Frontier has been unsuccessful in speaking with herWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

The Complaint states that: Ms*** advises that she reported her Frontier phone service out fo service on November 22, and was provided a due date was days away, on November 28, Ms*** advises that her Frontier phone service was also out of service weeks prior
Frontier has investigated the above statements and offers the following response: Frontier advises that we spoke to Ms*** on November 4, and she advised that her phone service was working on November 23, 2017, the day after she reported the issueFrontier advises that time out of service credit was issued for both of Ms***’s services outages