Frontier Communications Corp.

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*** states she called Frontier to have caller id appear on her mother’s TV, she was told a new set top box would be
needed, a request for a technician to connect new box was requested for a fee of $that was acceptedAfter this request a tech arrived but when he left caller id still did not appear on TV and the bill increased an additional $200.00-$ Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on April 20, and advised credit for the missing promotions has been issued in the amount of $Ms*** has changed service providers and she has been advised that she will receive an adjusted closing statement reflecting the creditMs*** is satisfied with the resolution of this matter 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
CommunicationsComplaint
Number:
12295335 Customer
Name: Wendy *** Phone:
6076927913Thank you for referring the complaint of Wendy
*** to our office for reviewWe appreciate you bringing this matter to
our attention.The Complaint states that: Ms*** states that there is an issue with the drop between her home and her neighborsShe expressed they would like aerial or buried.Frontier has investigated the above statements
and offers the following response:Frontier records indicate the drop from the Ms***’s feed pole is buried from the pole to the premisesThen aerial from the feed pole towards the streetFrontier has made multiple attempts to reach customer and was unsuccessfulMessages were left but there were no return calls from the customerWe trust that this information will assist you
in closing this complaint. We apologize
for any inconvenience the customer has experienced as a result of the above
matter.Frontier Specialist: Mark S*** Department: 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
Thankfully just prior to my complaint answer a tech was able to connect my service to a stable port and that service itself has been acceptableThe reason for my rejecting your response is because there is not a single mention of a response to your extremely inept and unhelpful customer service and technical support staffThe only individuals that seem to actually care about the customer are the techs on the ground that have to meet with us face to faceI spent just shy of hours going through prompts, departments, phone transfers, and talking to people that had no clue what was going onFrontier needs to address their problems with that first and foremostAnd a $one time credit for hours on the phone and a day off work is almost a slap in the faceTocoma was all too eager to call and offer it after my Revdex.com complaint, but wasn't able to return any of my voicemails for the weeks prior to my filingIt's a shame this business doesn't care enough about its customers to remedy the situation before it comes to filing with the Revdex.comGuess that's why they have a terrible rating on hereJust today I logged on to pay my bill and there were charges of $each for Shipping/Handling when Frontier never sent me anything! So another call to customer service which thankfully only lasted min to have those charges removed I feel like since I am not able to receive the full 12mb advertised I should receive a $credit on my account ($difference between 12mb and 7mb plans, divided by since my speed is halfway between the two, $2.50/mo x 24month contract = $60)
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises that he was over billed for his FiOS Data Frontier has investigated the above statements and
offers the following response: Research determined the service was requested to be placed on Vacation suspend in AprilService order notes indicate a representative attempted to reach the customer for additional informationFrontier procedure in regards to no response dictate that the service order would be cancelledRecords show on December 06, credits totaling $were applied for service outage A Frontier representative attempted unsuccessfully to reach *** ***. A contact letter was sent on January 24, 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 Specialist: Amy Buchanan Department: Consumer Relations

Frontier Communications 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*** has advised that she is being billed for services through January 24.2017, and that she asked for the services to be disconnected on December 5, The billing has to be properly adjusted Frontier has investigated the above statements and offers the following response: Frontier has made sure the account has been closed properly to reflect disconnection date of December 5, 2016, Frontier has made the appropriate adjustments for final billing, Frontier has contacted via email to Ms*** with explanation of prorated charges, the amount that has been adjusted, and the method of return for Frontier equipment 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
review. We appreciate him bringing this
matter to our attention.In the complaint Mr*** expressed concern regarding cancelling his
TV service due to Frontier’s failure to provide services he was paying for
(Korean TV
Channels). He returned
equipment on or about September 2016. He
received a bill for over $for unreturned TV equipment. He made multiple attempts to get this matter
corrected but he has been unsuccessful.Our records indicate the December 25, billing statement included a
charge of $for FiOS TV Unreturned Equipment Fee. The bill also included a $Previously
Paid Convenience Fee and taxes totaled $38.54. The total bill was $238.54. On
March 5, 2018, our records indicate the account was credited $in full
and the account now reflects a zero balanceWe sincerely apologize for the inconvenience this matter has
caused. Should Mr*** wish to discuss
this matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate bringing this matter to our attentionThe Complaint states that:Ms*** advises she has experienced difficulty with slow internet speedsMs*** is requesting Frontier to upgrade equipment for
faster speedsFrontier has investigated the above statements and offers the following response:Frontier advises that Ms*** pays $per month for her Frontier Internet service, the lowest price availableFrontier has investigated Ms***'s account and has determined that Ms*** resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms***'s area at this time.A Frontier representative attempted unsuccessfully to reach Ms***, however direct contact information was providedWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: Consumer RelationsTelephone Number: *** ** *** Fax Number: ###-###-####

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: The account was disconnected effective December 09, Research
determined that the installation order was initiated in errorPlease note this matter was referred to the appropriate manager for coaching and trainingCredit in the amount of $was issued to zero out the account balancePlease allow 1-bill cycles for credit to post to the accountOn December 19th and 21st, I left a messages for Ms*** and provided my contact number should she require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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 to dateThere is still a lot that has to be monitored over the next month or soAlso once the pricing plan issue has been fully resolved there is still the matter of returning my private number statusI do not view this as a complete resolution however it is a good start to resolving the issues that I hadI still have concerns in general with how customer service handles calls at FrontierIn my situation it seems that I now have someone to contact if there are problems in the future.
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*** states that her Internet service does not work most of the timeFrontier has investigated the above statements and offers the following response: Frontier advises that as of August 10, we placed an order to cancel her High Speed Internet service at her requestFrontier applied a credit in the amount of $to cover months of High Speed Internet service that she was billed for and not able to useFrontier spoke to Ms*** on August 30, and she is satisfied with the resolution at this time 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

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 However, I want it to be made perfectly clear to ALL parties involved that this is the FINAL payment I will make to Frontier
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.
Regards,
*** ***
Hello,I accepted the result as long as what I was agreed to with Verizon originally upheld to 02/03/as it was what I originally signed the contract with in an amount of $monthly and when I choose to cancel the service after 02/03/without any issues. Thank you,***

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: On January 15,
trouble ticket number *** was initiatedOn January 20, a technician was dispatchedThe technician notated that due to heavy brush and hazardous conditions additional equipment was needed in order to isolate the issueOn January 24, a technician was dispatched and checked polesThe technician isolated the issue to broken wiresCredits totaling $were issued for time out of servicePlease allow 1-bill cycles for credit to post to the accountOn January 28, I left messages on Ms***’s contact numbers and provided my direct number 1/###-###-#### EXT *** should she require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Customer Name: *** *** Phone:
###-###-#### 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*** moved outside of Frontier Territory and he was charged an early termination fee Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke to Mr*** on September 19, and advised the early termination fee had been credited from the account. He now has a credit balance and a refund check will be mailed to him at the address provided 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 Mr*** bringing this matter to our attention. The Complaint states that: Mr*** advises his service has been inconsistent and in some cases non-existentRepresentatives blame equipment when
everyone in the area is also experiencing outagesFrontier has taken away channel’s that were available on his Verizon FIOS package and still charges the same rate.Frontier has investigated the above statements and offers the following response: Frontier advises our records do not indicate any reported service outages for Mr***Frontier technical support has been unable to reach Mr*** regarding unavailable channelsWe have left messages with our direct contact informationWe 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

• Our records indicate on July 21, the phone & TV services changed in her bundleThe phone switched from Frontier Freedom Plan to Frontier Digital VoiceThis caused customer to lose their Lifeline discounts as well
• TV services were switched from TV Prime HD to Ultimate HD; which
increased her billing bundle rate
• November 7, 2016, Frontier spoke with Mrs*** acknowledging her concernsWe were able to but her back on the Freedom Plan for phone and removed the Ultimate HD TV programing, and added Preferred HD TVThis will give a total of $+ plus taxes; which also includes 50/internet
• Mrs*** was not happy with resolution and advised that she will speak with her husband to see if they will keep services

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Ms*** states that when she called into Frontier to cancel services a representative advised
there was an order on her account that stopped the cancelation of her services Frontier has investigated the above statements and offers the following response: Frontier found that Ms***’s account did in fact have an order that needed to be deactivated in order to process a cancelation of services.Frontier deactivated the order and placed a cancelation of service order and dated it back to the date Ms*** called in which was on 10/28/16.Frontier has attempted to call Ms*** three (3) times, 11/28/16, 11/30/and 12/1/with no success.A Frontier representative left their information for Ms***, if she has any other questions. 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

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: Mr*** states he is unable to pay last bill online since no longer Frontier customer due to rate
changesFrontier has investigated the above statements and offers the following response: Frontier advises Mr*** rate changed due to his year contract expiring in November 30, 2017.Frontier advises we do offer an online website that current and past customer can make payments on free of charge.Frontier spoke with Mr*** on Janaury 24, and advised of the above, an email was also sent with the website link and directions to make the payment 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 ***, and find that this resolution is satisfactory to me. I agree that Frontier was able to increase my speed to the 50/level that I am being charged for. This is all I was asking for.
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
I am really tired of the stating that they try to contact me when they do notThey have been told numerous times that I do not have cell service at my home and they continue to call that number and do not leave a number for me to call them backAt this time my service is working part of the time as it has been. Their service tech did come to the house to check things out, he was to come on Friday when I would have been at home, and came on Thursday when no one was homeThey need to quit trying to lay the blame on me for this not being fixed and take care of the problem
Regards,
*** ***