Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier advises that refunds are distributed days after the disconnection dateThis allows all credits and charges to post to the accountIn addition, it allows the customer’s account to cycle out of the
Frontier billing system.Since Ms*** has been a customer since 1976, as a courtesy Frontier has expedited Ms***’s refund.She should anticipate to receive her refund in 14-days. 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*** 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
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 she has not received her refund of $from her closed Frontier
account that was processed on July 8, Frontier has investigated the above statements and offers the following response: Frontier advises that a replacement *** refund card of $was processed September 9, which *** *** should receive by mail within to business days at her *** street address 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 matterTell us why here

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 offered Internet by Frontier for $with no contractAlso he was offered by Frontier that
if he bundled his DISH Network with Frontier he would save another $off his InternetHe received his first bill and it was $He states that he was charged $for the Internet and $for a security bundle that he did not requestHe called Frontier several times to get his billing resolved and decided to cancel his services with FrontierAt that time, he was told if he did he would be charged a $termination feeMr*** would like the price of $for his Internet with no contract and no security bundleHe would also like to be able to cancel his service whenever he wants with no fee Frontier has investigated the above statements and offers the following response: Frontier states that Mr*** was offered the $Internet price, but the account did not reflect thatFrontier corrected the account to reflect the $price quote, and we also removed the security that he never orderedFrontier issued a credit of $for the error on Mr***’s account due to the incorrect price of the Internet and the securityFrontier also advised that if he bundled his DISH Network bill with Frontier we would also give him a $credit towards his DISH billing every monthHe declinedMr*** is aware of his balance of $Frontier will be disconnecting Mr***’s account on September 27, per his request with no termination feeFrontier spoke to Mr*** on September 12, and he is aware of all of the above. 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 Mr*** to our office for reviewWe appreciate Mr***
bringing this matter to our attention. The Complaint states that: Mr*** advises that he has been waiting for years to get Internet service and that his neighbor just had his Internet installed two months agoFrontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s location is over 40,feet from Frontier’s closest facilities. Frontier is unable to provide Internet service at Mr***’s location at this time. Frontier attempted to reach Mr*** to advise of the above but was unsuccessful. Frontier left a message 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 *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that the internet services were never installed or working properlyMr*** advises that he has
received a bill he was ensured would be creditedFrontier has investigated the above statements and offers the following response: Frontier advises the service were disconnected before they were ever working or repairedFrontier advises that a credit has been issued to bring MrBayne’s account to zero balanceWe 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 is being charged for an item she did not request.Ms*** states that she has
experienced signal loss on her internet serviceMs*** states that she has experienced lengthy hold times while trying to have her issues addressed with Frontier customer serviceFrontier has investigated the above statements and offers the following response: A review of this account shows that Ms*** is receiving billing for the services she is receivingA Frontier representative has reached out to Ms*** times to try to discuss this account, both via telephone and email, and has not been able to reach her.Ms*** has been advised that a Frontier representative is available to assist her if she is continuing to experience any issue with her service or billingMs*** has been provided with direct contact information for a Frontier representativeWe 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 CommunicationsThank 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 he signed a new bundle contract January and just realized that his phone was
not workingMr*** also advised that he was informed that the phone was removed from his account months ago and was not informed of thisMr*** stated his bill increased and would like to have credit for the difference he was over billed.Frontier has investigated the above
statements and offers the following response:Frontier investigated Mr***’s account and found that as of May 18, 2017, Frontier removed the voice services from the account because the customer fail to sign the Eterms of servicesFrontier notified customer on his April statement of the terms of services and a postcard was mailed to Mr***’s home address about the terms of services and advising of the phone being removedFrontier as agreed to give a courtesy credit in the amount of $toward Mr***’s account.Please allow 1-bill cycles for this credit to reflect on the customer’s statementFrontier representative has made several attempts to reach Mr*** and was unsuccessfulWe 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
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

The Complaint states that: Mr*** advises that when he signed up for Frontier Internet service he was offered a rate of $a month for months with no contractMr*** advises that he is being billed $a month but there is a contract, and he has been advised that his $is
only for monthsFrontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the service that Mr*** subscribes to is $per month plus taxes and surcharges for months with a year commitment Frontier has agreed to offer Mr*** $per month plus taxes and surcharges for two years with a 2-year commitment Frontier spoke to Mr*** on October 4, and he agreed to the above

Frontier Communications Thank you for referring the complaint of Ms*** to our office for reviewWe
appreciate her bringing this matter to our attention The Complaint states that: Ms*** advises she is being double charged for reconnection feeFrontier has investigated the above statements and offers the following response: Frontier investigation found that Ms***’s service was temporarily disconnected on August 8, and payment was made and service was restored on August 9, 2016. Frontier found that service was again temporarily disconnected on September 6, Ms*** spoke to a representative on September 6, and a payment was made and service was restored that same dayFrontier has spoken to Ms*** to advise of dates that services were disconnected and restored. Ms*** still felt that fees were incorrectWe 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 The Complaint states that: Mr*** advises that he should have a zero balance on the account but continues to be billed for the amount of Frontier has investigated the above statements and offers the
following response: Frontier advises that upon account review, the balance of has been adjusted from the bill which posted to the account after the latest billing cycle.Frontier spoke with Mr*** on 10/25/and he understands his balance and has direct contact information for future concerns. 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:They may have credited my promotion for months but the rates are more than doubled from what I was given when I accepted service. Also the Amazon gift card was not provided of $so any way this is looked at as a customer I was NOT given the offer I was told by not only one person but people. This is a complete scam and the general public has the right to know this information. They may have credited me for the first months at the promo rate and the issued a credit for the internet for one month but the amount they will be gaining is way less than that. The first months of our service we spent more time on the phone trying to get service than we did enjoying service. This has been the biggest headache ever! I want a complaint left under their name to allow others to view it and possible avoid the mess we had to clean up after Frontier
Regards,
*** ***

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*** advises she has had trouble with her connectionFrontier has investigated the above statements
and offers the following response: Frontier spoke to Ms*** on July 6, 2017. Frontier has issued a credit to the accountFrontier has replaced the modem on July 5, Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over timeWe 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 attentionThe Complaint states that: Mr*** account is billed much higher than what he was quotedFrontier has investigated the above statements and offers the following
response: April 28, 2017, Frontier spoke with Mr*** acknowledging his concernsRecords indicate he is paying $+ taxes.We placed a corrective order to bring his monthly down to $+ taxes.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced because of the above matter

Revdex.com:
I have had no further contact from Frontier since my response on 2/5/My account was credited for the over billing but I have not been credited for the $overdraft fee that resulted from the over billing nor have I been refunded anything for the months of I have had no further contact from frontier since my 2/5/responseI was credited for the over billing but not for the overdraft fee that resulted from the over billingNor was I refunded anything for the months of no serviceWe continue to have static and noise on the line and continue to lose internet serviceMy daughter was recently taking an online test for her college classInternet service was lost during her test causing the test to submit only partially completed resulting in a failing grade The service is so poor we are forced to use internet at alternate locations such as friends, family, and libraryI have been forced to increase my cell phone data plan in order to use internet thru my cell phoneThis is all very frustrating since frontier is our only option for landline phone service and internet.
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
Regards,
Brenda ***

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 Communications
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate his bringing this matter to our attention
The Complaint states that:
• Mr*** has had services with Frontier Communications since October,
• Mr
*** was paying $per month for his FIOS 30/Internet servicesThis was to be a year price guaranteeHowever, Mr***’s bill went up to $
• Mr*** calls each month and is provided a $credit, but wants the original $honored
Frontier has investigated the above statements and offers the following response:
• Frontier records reflect Mr***’s account was established October 31,
• Mr*** was being charged $from the initial bill through the May 01, bill statement
• A requirement to receive the price of $was to maintain automatic payFrontier periodically audits accounts to verify the automatic pay discount is validOn May 31, 2016, this account was audited and found not to have automatic pay; the $discount was removed, bringing the price up to $
• Mr*** has been contacted via telephoneIn this instance, Frontier is honoring the missing promotional discount with a one-time credit
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
Frontier Specialist: Brian M*** Department: Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and wish to reply
thus...They have left me messages on my cell phoneOne of the two messages is from *** on their number the other is a direct line but I could not pick up on all the extension numbers as the message is not clearI work retail so all messages have been left while I am workingI cannot return the call while I am at workI am off tomorrow so I i tend to call then . annot return the call while I am at workI am off tomorrow and will try to contact frontier then when I have the time. nd have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Ruth Jeffrey

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 I would rather not close this complaint untl I receive the actual correct bills - They have made these claims before and have never followed through and the business account was sent to collections, so I wont be satisfied with this until I can pay the bill in fullThey are saying it will be atleast 1-more months to get correct billing It has already been almost months
Regards,
*** ***