Frontier Communications Corp.

Revdex.com:
I spoke to Vicki (I do hope that is the correct spelling) today and she answered all of my question I do hate to have to file a complaint, but after over weeks of getting responses like the attached chat session, I would like to keep this complaint open until the corrected bill is issued

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: *** was quoted no installation fees by a representative, she said she asked three timesThe customer is
questioning the shipping and handling charge of $that was billed to her and nothing was shipped to her Customer wasn’t quoted a DVR feeShe was told no fee for the DVR by the representative Ms*** was quoted $before taxes for the first three months then her bill would go to $before taxes starting in the fourth month Frontier has investigated the above statements and offers the following response:Ms*** was given a credit of $on March 28, towards the installation fee billed to herCurrently I show she should be paying $before taxes this is including the DVR charge and the in fourth month it would go to $before taxes with no changes made to her servicesThis price is good for one year after the date her service was installedThe $shipping and handling charge that is listed on the bill applies to all new broadband installations and is the cost of the modem we have shipped through a third party which is then billed to the customerWe 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 has reviewed the account of Mr*** and can advise that a Help Desk Escalations specialist contacted him on May 2, and was able to reprovision and refresh the televisions.Customer advised that all Video on Demand services that were available were working well.Frontier understands
that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to Frontier. VOD content is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by customers. Frontier apologizes for any inconvenience this may have caused

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that:Customer states that frontier would not upgrade his service due to past do balance of dollarsCustomer advises
that he does not owe the bill as well.Customer received a disconnection letter from frontier. Frontier has investigated the above statements and offers the following response: Upon review Mr*** has not been current on his billing since March/29/2016Frontier Customer is no longer with Frontier Communications as of August 16, 2016 We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter

Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** was misquoted by Frontier when her service was started up at her cabin. Ms***
also was due a credit from another line she had with Frontier and wanted that credit applied to this account which she was told would be no problem Frontier has investigated the above statements and offers the following response: Ms*** was misquoted the price of the standalone Internet service to be $per month the true cost was $as she was billed for her five months she had service with Frontier. Frontier refunded Ms*** $today for the difference between what she paid and what she was charged in error, as well as for a period of time between November 8, and December 28, for payment issues. Frontier spoke to Ms*** and she is satisfied 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises her services had to be transferred and she has been incorrectly billed Frontier has
investigated the above statements and offers the following response: Frontier advises due to an order entry error, services at the previous address continued to bill, causing Ms*** to receive multiple billsService has been disconnected at the old location and backdated to May 2, The credit balance of $has been transferred to Ms***’s new account and will be reflected on her next billing statement.Frontier advises credit in the amount of $has been applied to the new account for installation charges and missing promotionsThis credit appears on the July 2, 2017, billing statementWe 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: Mr*** states he was offered a package which included all channelsMr*** states that his Starz is not working and when he called in he was advised that there is a monthly charge for the serviceFrontier has investigated the above statements and offers the following response:Frontier reviewed the account and we show that the customer TV package includes some premium channels at no extra cost however the Starz package is not includedFrontier advise that the customers current promotion is an amazon prime card which cannot be combined with any other promotions

Thank you for referring the complaint of Ms
*** *** to our office for reviewWe appreciate your bringing this matter
to our attentionAccording to the complaint: Ms*** states the monthly rate for her Double Bundle is higher than she was quotedMs*** states she has billed for High
Speed Internet (HSI) equipment that was never receivedFrontier has investigated the above statement
and offers the following response:An order was processed on August 4, that resulted in Ms*** losing her discountsThe discounts were added by Verizon and carried over during the transition to FrontierThe discounts are grandfathered, meaning they are no longer offeredBecause pertinent information wasn’t relayed to the customer prior to order completion, an internal request has been submitted to have the grandfathered discounts re-establishedA manual adjustment in the amount of $was applied to the account for the overbilling that appeared on the August billing statementThis includes the equipment feeA representative has committed to follow this
matter until a resolution can be provided to Ms***We 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 CExecutive Customer Relations###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: • Mr*** states that that when it rains his phone gets static. Frontier has investigated the above statements and offers
the following response:• Frontier records reflect Mr*** reported trouble on January 10, 2018, tech was dispatched out on January 11, and issue was repaired.• Frontier representative has made several attempts to reach Mr*** and was unsuccessful. 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.Frontier Specialist: Tocoma KDepartment: General Manager

Thank you for referring the complaint of *** *** our office for reviewWe appreciate bringing this matter to our attentionThe Complaint states that: *** *** advises she was experienced difficulty dialing a specific telephone numberFrontier has investigated the above statements
and offers the following response:Account research located service order *** completed February 21, porting service to another providerFrontier requires a final bill to cycle prior to sending a refundA Citibank Refund was mailed to the customer on May 17, He should receive it in 7-business daysA Frontier representative attempted unsuccessfully to reach Mr*** A contact letter was sent on 05/24/We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matterFrontier Specialist: Amy Buchanan Department: Consumer Relations Telephone Number: *** xt *** Fax Number: ###-###-####

Service got installed correctly on the originally scheduled due date

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Billing question Frontier has investigated the above statements and offers the following response:
Reached out to customer first on 5/26/in regards to billing questionsCustomer responded that day that they had been resolvedReached out again on 5/27/to make sure all questions have been answeredCustomer has not responded to any requests sinceCase closedNo action taken 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 has attempted to reach Ms*** to discuss her complaint but was unsuccessfulVoice mail messages were left to call us back if she has additional concernsFrontier advises we were unable to locate an active account for this customerAny refund for deposit would be refunded with 7-
business days of the order being cancelledWe apologize for any inconvenience the customer has experienced as a result of the above matterShould she have any additional concerns please direct her to ###-###-####Thank you

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises his billing is still inaccurate as well as, he was told he would receive an internet upgrade and $credit, which he has yet to receive Frontier has investigated the above statements and offers the following response: Frontier advises Mr*** received his internet upgrade on August 30, Frontier also advises Mr***’s billing has been corrected, and all credits have been issued to the accountA Frontier representative has spoken with Mr*** and advised him of his upgrade and creditsMr*** no longer has any outstanding issues 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

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 her Frontier Internet went down on a Monday, and she was advised the
technician would be out on Friday, she is requiring a sooner due dateMs*** states they both work out of the home and require internet to do their jobsMs*** states she received a call on Friday stating the technician would be delayed and will arrive on Sunday 01/29/Frontier has investigated the above statements and offers the following response: Frontier records show the trouble ticket was created for the residential internet service on 01/24/with a commit date of 01/27/17. This was missed due to workload and rescheduled for Sunday 01/29/17, the technician did resolve the issueCommitment time frames vary depending on multiple factors such as out of service status, time of the trouble report, number of technicians available, etcFrontier in this instance has provided a courtesy credit of $and applied a time out of service credit for 01/24/17-01/29/(days) of $9.17. These credits appeared on the 02/01/statement. Frontier has left a voicemail for Ms*** with a callback number. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter Sincerely, Frontier Customer Relations

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Customer had trouble placing repair request so she cancelled her service and was
charged an early termination fee Frontier has investigated the above statements and offers the following response: Frontier apologized to *** for the issues she had placing the repair request and waived her early termination feeThe credit will show on her next bill.Frontier gave the *** direct contact information for future use. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I spoke with *** in regards to this matter, and she stated once the 6/19/statement is issued adjustments will be made to our account to reflect the quoted price. *** will be calling me on 6/19/to discuss the statement and adjustments. Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that after having cancelled his Frontier and Dish TV services in November 2017, he was
told by Frontier wait for months before paying any bills and then to call in to finish the cancellation process Mr*** advises that he was informed by Frontier he still had a balance of $for Dish TV chargesHe also advises that he had been told that the early termination fee of $would be waivedMr*** advises that any negative reports on his credit score need to be erasedFrontier has investigated the above statements and offers the following response: Frontier advises that Mr*** will be getting a refund from Dish in the amount of $122.90, which will take about weeks for processing and delivery time by mail. Frontier also advises that the early termination fee of $reflected on the December 7, bill is a valid charge. Frontier advises that MrRoscoe’s account was sent to an outside collection agency for the unpaid balance on February 23, 2018, and since collection agencies wait at least days before reporting debt to a credit bureau, nothing had been reported to the credit bureau. His account has been paid in full, and there is nothing to update or correct with the credit bureau.Frontier spoke with Mr*** on March 16, and advised him of the above statements. 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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: *** ordered service and twice the tech did not show up to do the installation
Frontier has investigated the above statements and offers the following response: Frontier dispatched a tech to the site on 6/16/16. 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 Communications Thank you for referring the complaint of Mr*** of *** *** &
*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** is concerned that his internet service does not work all the timeMr*** states have had technicians out to his business and they were not able to fix the issueFrontier has investigated the above statements and offers the following response: Frontier has looked into the internet concerns and Mr*** is on the fastest speeds on internet we have available for his location at this time.Frontier will take this information into concertation when looking at areas to be updatedWe 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 Frontier Specialist: Marcia Schneider Department: Office of the President Telephone Number:###-###-#### Fax Number: ###-###-####