Frontier Communications Corp.

Customer Name: *** *** Phone: ***
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Internet was out a little over a month because of faulty modem Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke with Ms*** on February 21, Modem has been replaced and service is working. Frontier issued a month credit of $98.98.Ms*** does have contact information if she has any further concernsWe 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*** 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

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. In the end of the statetment, Frontier mentioned another customer's name...*** ***.
Please see the attachement for my reasons for rejecting Frontier's response.Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention. The Complaint states that: Customer was upgraded from meg speed to meg speedCustomer states that her billing has been wrong since the changesCustomer was promised a price of plus taxes Frontier has investigated the above statements and offers the following response: Customer will receive the price quoted starting on the 9/billCustomer is back on the meg speedI back dated the bill and gave customer dollar credit 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
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention. The Complaint states that: Technicians failed to install services on more than one occasion, and customer would like to cancel the order and get his
deposit refunded Frontier has investigated the above statements and offers the following response: Frontier has processed customers cancellation of his order and sent a refund due to be received no later than July Customer has also been given personal contact information for an account specialist here at frontier. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

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 was billed for a full month of service even though he wanted to end his service earlier
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** has pre-paid for his services and is eligible to continue receiving service through the end of his bill cycleMr*** can always stop the disconnect if he changes his mind 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 has reviewed the account and found that Ms***’s account was missing the promotional discount to decrease the Vantage TV Prime to the $Ms***’s TV was removed from the account per her request
on December 2, Frontier has adjusted the difference in Ms***’s package where the promotion was not added for the last few months.Ms*** has been contacted to advise of the above statements 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 Mr*** bringing this matter to our attention. The Complaint states that:Mr*** states that he was required to provide his social security number in order to start new services with
Frontier.Mr*** also disputes that he was required to lease Frontier equipment to use the Frontier Internet service.Mr*** states that he was offered a credit in the amount of $to compensate him for the time he spent on the phone placing his order for new services but the adjustment was not honored. rontier has investigated the above statements and offers the following response:Frontier investigated Mr***’s accountFrontier advises that Frontier requests a customer’s Social security number for several reasonsFrontier uses this information to identify and validate who is placing the order for new service. This process is to protect Frontier customers from unauthorized accounts being establishedThis information is also used to do a credit check to determine if a deposit is required for new serviceThe information is also used to report any unpaid final balances to credit reporting agenciesFrontier does not require a social security number however, positive identification is required to validate that the account being established is valid.Frontier advises it is highly recommended to have Frontier equipment for Frontier productsFrontier does not support equipment that is not provided by other providersFrontier also advises that some Frontier provided functions may not be available to equipment that is not provided by Frontier.Frontier records show that Mr*** requested a credit in the amount of $to compensate him for the time he spent on the phone trying to establish new serviceFrontier did not offer nor agree to a credit in the amount of $to be applied to his account.Frontier advises that Mr*** terminates his services with Frontier on October 25, because he was not happy with the service.Frontier spoke with Mr*** on October 26, to discuss his complaintHe advised that his services were terminated and he did not want to receive any billing for the servicesFrontier will ensure that there are no charges to Mr***’s account.Mr*** stated that he did not have any further questions. 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

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 did receive a phone call from Donny at Frontier and he did help in assist me by crediting my account for the charges that they billed me for when I did not have serviceI finally had my complete service installed and working on 5/15/I received the call from Donny on 5/16/in which a voicemail was leftHe then called me back on 5/17/and he and I as well as a person by the name of Nicole were on the phone for over an hour to get my account creditedI was supposed to have received a phone call back from Nicole as I was at work and could no longer talk to themI never received the phone callI also waited all day yesterday for the return call and did not receive itI went home from work yesterday 5/18/to having NO SERVICE at allNo phone, internet, nor cableI called tech support and was working with one person for hourAt the beginning of the call he verified a call back number in case we got disconnectedAfter an hour of me doing some troubleshooting, he disconnected the callI never received a call backI then called again to start this process all over and once again the tech verified my call back numberI was on the phone with a tech who had me hold for minutes then disconnected the callAgain no call back from FrontierI had then called Donny and left a detailed voicemail regarding this issue. I will say that I spoke to Pat today 5/19/in the HOA division of Frontier in Florida and she was extremely helpful over the phone regarding my bill as well as setting up a trouble ticket for the no serviceShe was able to get a trouble ticket #*** for a tech to come to my house tomorrow, but could not give me a time frameOnce again, it is an all day window for the techI am having to take off of work due to this incompetence on Frontier's part.
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.Problem 1). I was told my the sales rep when I got the service that the would include everything except taxes. I was not made aware of a regional sports fee (which no other company charges for watching basic sports services). 2) I was not told about any video tax, which also is not charged by Spectrum or Direct TV, but somehow is charged by frontier. 3) I was told I would get free installation but never told they would charge me to bring the equipment to my home when they installed it for free. (Doesn't this sound misleading? Who would think free installation would include charging someone to bring the equipment they need to install?4) I was told the DVR and set top boxes were included in my price of and have now been billed for them. The response from the business was simply to say, that is not what we train our people to say and we will look into that. I requested that since calls are recorded, why not review the transcript? They avoided that suggestion. The only offer made in all of this via my phone conversation was to give me off for one month instead of acknowledging their deceit and taking responsibility for this mess.5) I shouldn't have to downgrade my channels in order to not pay the regional sport fee they are charging since I was never informed of this. As always with Frontier, they only want to correct their mistakes by punishing the customer. I am not satisfied with their complaint in any way, as they didn't even offer to meet me half way on this issue.6) Lastly, I asked to be let out of the contract without a penalty or early cancellation fee and we could go our separate ways. They also refused this request saying I would have to pay a early termination fee along with the bill. The supervisor I spoke with was so unprofessionalHe tried to equate my request for the removal of certain monthly charges with a transaction at Walmart. I reiterate that I want the 11.00/month charge removed. I want the regional sports fee removedI want the delivery of charge removed. I want the video tax removed, as no other company charges this. I want my per month charge all inclusive plus tax period. It should be less than per month. If they won't do this. I want to be free to cancel and move on without a termination fee since they misled me. Further, they should call me to address this matter at ###-###-####, not send some generic response via internet.Regards,
*** ***

Frontier has investigated the complaint and offers the following response: Frontier replaced Ms***’s modem in April 2016.Frontier advised that Ms*** lives in an area of high demand, and is provisioned at 1.6m. Speeds are speeds and not guaranteedFrontier Internet
help desk, issued a trouble ticket for Ms*** and a field technician checked the outside connections and speeds.A Frontier representative reviewed these actions with Ms***.Frontier has issued a courtesy credit for Ms***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
** ***

Frontier Communications has
received notification of a complaint from the above individual. According to the complaint:Ms*** advised upon termination
of her account with Frontier she is owed refund in the amount of $which
she has not receivedFrontier has investigated
the
above statements and offers the following response:Ms*** cancelled her Frontier services on November 4, The cancellation of services is reflected on the closing statement that generated on December 1, Frontier adjusted prorated billing from the date of disconnect which resulted in a credit balance of $26.69.Frontier’s refund policy is to issue a refund within days from the closing statement date.This 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.On February 21, Frontier processed the refund in the amount of $to be sent *** ** *** *** *** *** 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

Frontier has investigated the above statements and offers the following response: As a courtesy, Frontier has waived all install charges, disconnection fees, and service order charges.Frontier does charge a one-month minimum for services that are cancelled in less than days.At this time, the
balance on the account is $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

Frontier advises that account *** included Business (***3, ***1, and ***3) phone lines and Business Internet service.Frontier finds that trouble tickets were placed from July to October for Internet service outagesThere were a total of days of reported Internet
outage during that time the service was activeFrontier finds there were no reports of phone outages on account number ***.Frontier advises that credits for a total of $were applied to the account for the time without Internet serviceFrontier finds that as a courtesy, additional credits were applied to the account to waive installation fees for a total of $90.00.Frontier finds that no payment has been made to the account since it was established on July 6, 2016.Frontier finds that the service was temporally interrupted by Collections for non- pay on November 30, 2016. Frontier advises that as a courtesy, we have waived all late fees on the account in the amount of $74.00.Frontier finds that the account has been complexly disconnected by Collections for non-pay with an effective date of November 30, 2016, based on the service interruption dateFrontier has agreed to waive any Early Termination Fee that would apply to the account based on the Internet repair history. Frontier advises that all system generated pro-rations waive all charges back to the November 30, disconnect date will print on the February 1, statement. The remaining charges will be a final amount due for service provided. *** ***/*** *** will be responsible for the balance due after the system generated corrections are applied.Frontier reached out to Ms*** by phone on January 17, 2017, January 18, and January 19, Frontier was only able to leave voicemails with direct contact information

Thank you for referring the complaint of *** *** to our office for review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that Frontier sent her a extender that she never ordered. She advises that
she returned it but then ended up getting billed for it. Ms*** advises that she has been getting overcharged each month by FrontierMs*** advises that she needs to be refunded for the extender and also wants to cancel her service with no penaltyFrontier has investigated the above statements and offers the following response: Frontier advises that the extender was sent to Ms*** in error. It billed out in installments of $48.00, and credits are being issued to the customer’s account for each of the $installments. Frontier advises that Ms***’s monthly rate increased when some of the promotional discounts expired in January Frontier advises that the customer’s monthly rate will be $plus taxes and surcharges, up until July 2019.Frontier advises that since Ms*** is in a promotional package that involves a contract, there would be an early termination fee of $if she cancels service.Frontier spoke with Mr*** ***, an authorized user on the account, and advised him of the above statements, on April 5, We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter

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 he cancelled Frontier TV service and is still getting billed for itMr*** advises he
should only be getting billed for internet and home phone service, and that he has not seen any credits on his bill for the TV service that he removed. He would like his bill fixed, and that it should reflect all the promotional discounts for his existing internet and phone services that he had been promised Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr***’s wife, *** ***, on February 7, 2017, and advised that all credits have been issued for the TV service that the customer was billed for, since the TV service did not get removed from the account when the customer had requested, back in October 2016. The credits are reflected on all of the bills from October to January 2017, totaling $489.22Frontier advised Mrs*** on February 7, that another credit for $will show up on the February bill, and that an order is being placed to remove the TV service from the account, to be effective that same dateFrontier left a voice mail message for Mrs*** on February 8, 2017, and advised her that TV charges are showing on the February 7, bill since the new bill cycle started the same day that the TV service was removed from account. She was advised in that voice mail message to deduct all TV charges when she pays that bill, and that the remaining balance on the account is $ We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrand Mrs*** 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
The business in reference, Frontier, called me and left a voicemail with a representative's name and phone number to reach her, but I have called times and left voicemails and still have not been able to reach herI still have not received any offer to settle this complaint.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. But this change will take effect on 11/30/2017, so please so do not close this matter until 12/1/and everything is taken care of!
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that a technician went to the residence on September 24, and repaired the internet serviceThe technician was able to confirm restoration with the customerFrontier issued $in
credits, since August for internet service concerns 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** states in December she requested lower plan but bill was increased, and internet
had issuesFrontier has investigated the above statements and offers the following response: Frontier advises the internet was repaired on February 13, Frontier advises Ms*** phone plan was corrected back to $ Regional Essentials and $ High Speed internet, plus taxes, fee, surcharges.Frontier has credited Ms*** account for the missing promotions from the December and January billing, change fees on the billing and Internet out of service credit from January to February 13, totaling the amount of $ 132.57.Frontier spoke with Ms*** on February 21, and reviewed the aboveWe 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