Frontier Communications Corp.

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 stated that it was explained to me that there was usage in April and May and that I would be refundedOn the phone, I was told everything I had ever had a history of paying would be refunded back to meI had internet service with this provider for less than weeks total on top of missing shifts for work and classes due to their ignorance and negligenceI would like all of my money ever spent on this company refunded back and my account closed for ever
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier periodically audits its bills to ensure accuracy which may result in a retroactive or future billing adjustment as stated on page under the Important Consumer Messages Section of the billing
statement. Frontier recently conducted an audit and identified that the $valued customer credit was not stackable with the existing loyalty credit on the account, therefore the promotional credit became invalid. The $credit was removed on Mr***’s account in the September billing statement.In goodwill, Frontier has issued a one month $credit to Mr***’s billing account. This credit will post with hours 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 ***. 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 reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** with *** *** ** ***, advises they have been experiencing intermittent speed and connectivity issues with their internet service form FrontierThey would like to be released from the term obligations for their packages Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on July 17, 2017, and advised due to the ongoing nature of internet issues in the past few weeks, we would be able to release them from the broadband term obligation without penalty, if they choose to disconnectFrontier advised Ms*** since there were no repair issues with the phone service, we would not be able to waive the termination fees unless we were to back bill the discounts received since March. Ms*** did not want to cancel at this timeFrontier technical support will be working with Ms*** to determine the cause of the internet issueWe 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

Frontier has reviewed the account of Ms*** *** and finds that the original order for service was for phone, internet, Frontier Secure and Dish Network television service.Contact was made with Frontier on 12/26/16, in which the phone service and Frontier secure was removed.On 12/29/the
customer called in again to confirm that this had been done. It was advised that these services had been removed.The first billing statement was generated on 12/22/and would not reflect the changes made until the next billing statement that will generate on 1/22/17.The services that were requested to be removed, have been removed and an adjustment has been issued in the amount of $66.28.This adjustment will appear on the next billing statement.Frontier does apologize for any miscommunication or inconvenience caused

Frontier advises the account has been fully credited to a zero balance and is closedFrontier attempted to reach Ms*** to advise of the above but was unsuccessfulFrontier left a message for Ms*** that included direct contact information We trust that this information will
assist you in closing this complaint. We regret any inconvenience that Customer Full Name may have 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*** is disputing his bill for services from Frontier after disconnecting his serviceMr*** also advises Frontier left a wire laying outside that should be removedFrontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s account has been investigated and a credit adjustment has been applied to his account leaving a credit refund balance of $9.21.Frontier will follow up with the local manager to take care of the wire at Mr***’s address.Frontier attempted to reach Mr*** to advise of the above but was unsuccessful. Frontier left a message for Mr*** that included direct contact informationWe 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 Mr*** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that Mr*** is upset because a Frontier technician did not show up to install his Frontier service on the scheduled date
Frontier has investigated the above statements and offers the following response: Frontier informed Mr*** that a Frontier technician was dispatched on October 3, and installed his Frontier serviceFrontier confirmed with Mr*** that all his services are working fineFrontier issued a credit of $towards his first bill for the missed appointmentMr*** knows to contact Mark H*** at ###-###-#### 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 has investigated the above statements and offers the following response: Frontier had an installation order for Ms***’s new service to take effect on March 08, Frontier records indicate the order was canceled however the account was still createdMs***’s Frontier
account had a zero balanceFrontier policy states to allow up to days for the account to totally closeThis time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Ms*** may still receive another two Frontier statements in the mail allowing the account to fully cycle outWe regret any inconvenience that Ms*** may have experienced as a result of the above matter

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this
matter to our attention The Complaint states that: Ms*** states that her Frontier bill increased by 40%.Ms*** also stated that she has been trying to disconnect her services and was unsuccessful Frontier has investigated the above statements and offers the following response: Frontier records show that Ms*** was receiving promotional discounts which expired on November 24, 2017. Ms*** was receiving $worth of discounts which caused her bill to increase. Frontier records reflect that Ms***’s account was eligible for a $Loyalty discount for months. Frontier records reflect that Ms*** services are scheduled for disconnection on February 15, 2018.Frontier representative have spoken to Ms*** explaining our outcome and findings. Ms*** is not satisfied with our resolution 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 her bringing
this matter to our attention. The Complaint states that: Ms*** advises that he has been experiencing intermittent speed and connectivity issues with his Internet service From Frontier. Ms*** explains that although she subscribes to Frontier’s as fast as Mbps service she only receives speeds of Mbs Frontier has investigated the above statements and offers the following response: Frontier advises that the available Internet speed depends on the distance from Frontiers closest DSL facilities. Ms***’s location is over 16, feet from the nearest facilities. Due to this distance, the fastest Internet speed that Frontier can provide at this location is Mbps at this time. As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed. Service is subject to availability.” Ms*** is subscribed to Internet service at the lowest rate possible without phone service.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 him bringing
this matter to our attention The Complaint states that: Mr*** states Frontier breached his contract by raising his monthly rate that he had when Frontier took over his service from VerizonFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the promotional discount Mr*** had with Verizon ended on November 21, 2016.A Frontier representative added a new promotion to Mr***’s account on February 20, to provide Mr*** with a new monthly discounted rate.Frontier determined that the promotion disqualified and Mr*** did not receive the new monthly rate as quoted. A Frontier representative applied a credit in the amount of $to Mr***’s account on February 15, for the cost difference of his monthly invoices dated November through June Frontier has made attempts to contact Mr*** to advise and left messages.Frontier mailed Mr*** a letter to advise and provide the direct contact information for a Frontier representativeWe 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 matterTell us why here

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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he ordered internet service from Frontier on April 14, and was told that the service
would activate on April 17, and that the modem would arrive on April 20, 2017. He did not receive the modem until April 24, Mr*** advises that since his internet service was not working, a technician was scheduled to come out on April 27, but did not show up. The next time that he called Frontier, he was told that that there was no technician dispatched to his home and that he was scheduled to simply have his services updatedMr*** advises that he had originally been quoted $plus tax per month for his Frontier services, but when he called in to Frontier, he was told that his monthly rate would be $plus tax. Mr*** advises that he won’t be able to get online to pay his Frontier bill if his internet service isn’t working and that it would affect his credit score Frontier has investigated the above statements and offers the following response: Frontier advises that a technician did come out but only needed to do work on the outside service box and did not need access to the inside of the customer’s house.Frontier spoke with Mr*** on April 28, 2017, who advised that his internet service started working the night of April 27, and is no longer experiencing any problems with getting onlineFrontier also advised Mr*** that the correct monthly rate for his internet and home phone bundle package is $39.99. He was also advised that the optional identity protection service that he ordered is an additional $per month and that every month his will have a $subscriber line charge plus taxes 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 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

The Complaint states that: Ms*** *** advises Frontier double billed her for the month of NovemberThe bill is between $and $a monthThe November bill was $It was determine the bill would be adjusted and the adjustment was deniedMs*** advises she needs
this matter resolved and a call from Frontier this matter has been resolved. Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** records have been reviewedOne of the adjustments that was denied was a double request for creditMsReceived adjustments on November 23, for the October bill cycleFrontier also issued credit for the November bill cycle on December 1, Frontier advises we have called Ms*** to confirm this issue has been resolvedMs*** agreed this issue has been resolved

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 Mr*** to our office for reviewWe appreciate Mr*** bringing this
matter to our attention The Complaint states that: Mr*** advises that he is experiencing intermittent connectivity and speed issues with Frontier InternetMr*** also advises that his Frontier billing has increasedFrontier has investigated the above statements and offers the following response: Frontier attempted to reach Mr*** to advise of the above but was unsuccessful. Frontier left messages for Mr*** that included direct contact informationWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that MrKerr 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 he made a verbal agreement with a Frontier agent that would have a two-year agreement
for the cost of his services Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Mr*** has our current new customer promotionFrontier advised that upon reviewing the account Mr*** was advised upon submission of the request for service the cost and promotion expiration dates and accepted the terms and rate of servicesFrontier has spoken with *** *** on June 8, 2017, and advised him that after reviewing the account he has the correct pricing and promotions that he is eligible as a new customer to FrontierWe 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