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
I requested that the account be closed in September. All of the equipment was also returned in September, so there is no reason that there should be any charges for the months of October or November. The total amount of charges for the period from 10/to 11/was $285.70. The credit from Frontier is for $257.47. There is still a difference of $for new charges in October when I had no services and no equipment. I would like to have the entire amount of new charges credited to the account
Regards,
*** ***

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

Frontier Communications Thank you for referring the complaint of *** *** to our office for review
We appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises he had cancelled his business account with Frontier on 07/19/and was told his final billing would be $Mr*** reports he cancelled the services due to he was told they would receive a gigabytes per second download speed, and could never get over gigabytes per secondBased on this, he never was able to use the internet servicesMr*** states technicians came out who could not resolve the issue, and he was told if he cancelled services Frontier would charge a $10,early termination fee Frontier has investigated the above statements and offers the following response: A Frontier Representative has successfully contacted Mr***, and has spoken with Kim ***, Mr***’s wife.After further investigation, it has been determined that Frontier could provide as fast as megabytes per second, which was quoted in the initial installation order phone call, however the ***’s never were able to use internet servicesFrontier removed any penalty fees when the ***’s disconnected services and no early termination fees were charged.The ***’s received a total credit amount of $to cover internet services, internet installation and Frontier texting and activation charges which were never requestedThe ***’s are aware of their final balance of $which should bill within 1-billing cycles and the representative will follow up to ensure correct billing.Regarding the ***’s other account, 714-964-9026, this was to be disconnected August 9th, Frontier has credited a total credit amount of $has been applied to their account to cover phone and internet charges that should have been disconnected on August 9th, The final balance is $which will take one to two billing cycles to reflect.The ***’s have been made aware of the resolutions for the two accounts, and are satisfied with the findings We trust that this information Mrand Mrs*** has experienced as a result of the above matter Frontier Specialist: Gabriela C*** Department: Consumer Relations

Frontier has investigated the above statements and offers the following response: Frontier advises that records indicate Ms***’s installation order was marked as a self-installationThis means no technician would need to come to the home and set up the serviceAll work would be
completed from the outside of the home.The Frontier technician completed the work on June 29, 2016.Frontier customers cancelling service after the initiation of service are charged a day minimum on service, programming cost, and equipment shipping.Frontier advises that a refund check was sent without the balance on the account being adjustedThis caused the customer to be charged for the refund as well as the full billSince Ms*** never had working serviceFrontier has corrected this error and Ms*** has a zero balance 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

Te Thank you for referring the complaint of Dr*** *** to our office for reviewWe appreciate Dr*** *** bringing this matter to our attention. The Complaint states that: Dr*** advised that he is paying for internet but the service is not working
Frontier has investigated the above statements and offers the following response: Frontier advises that multiple attempts were made to speak with Dr*** regarding his account.Frontier advises that a email was sent requesting Dr***the to call. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Dr*** *** 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states she has had issues with an order placed for internet serviceFrontier has
investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate the order for internet service cannot be completedFrontier advises upon reviewing the account the order placed for the second internet service was placed on account with a different name.Frontier advises in order to add a secondary internet service a credit check is neededFrontier advises the account holder is deceased at the location the secondary internet service being requestedFrontier advises a credit check cannot be made for a customer who has deceasedFrontier advises that a transfer of ownership of the account in another name can be done to establish the second internet serviceFrontier advises it has spoken to *** *** on November 13, and advised the status of the order and what can be done to establish the second internet line at the residence 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 investigated the above statements and offers the following response: Frontier advises that records indicate Mr***’s disconnect order for F-secure was not completed correctly in January of 2016.Frontier has issued full credit to Mr*** for the product.In addition, we have
ensured that the product was removedAll changes will reflect on the statement printing on December 21, 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 bringing this matter to our attentionThe Complaint states that: *** *** advises the a request was made to Frontier to have the services disconnected due to a billing issue*** *** advises the account was
billing at $including taxes before the services were installed at the new addressFrontier has investigated the above statements and offers the following response: Frontier records show there was a new install order generated instead of a move orderThis action caused the promotions to become deactivated on the account, causing the bill to escalateFrontier has the information to provide internal coaching, however, the Representative is no longer employed by FrontierFrontier has issued all necessary adjustments to correct the billingFrontier called and left a detailed voicemail message advising *** *** of the credit adjustments issued to the accountWe regret any inconvenience that *** *** may have 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*** 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 Mr*** to our office for reviewWe appreciate him bringing this matter to
our attention The Complaint states that: Mr*** advises he has paid his Frontier bill on time every month and his service was interrupted for nonpayment. Mr*** states he called and spoke with Frontier several times and has submitted proof of payment in the amount of $dated September 26, and Frontier still has not applied the payment to his account Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that proof of payment was received on December 20, and the payment was applied to Mr***’s account on December 22, Mr***’s service was restored on December 22, 2016.A Frontier representative applied a credit in the amount of $to Mr***’s account on December 22, for the time Mr*** was out of service.A Frontier representative spoke with Mr*** on December 22, to advise. 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 Ms*** bringing this matter to our attentionThe Complaint states that: Ms*** advises she is being charged for services that were not adequateShe has cancelled the service and wants a full refund
Frontier has investigated the above statements and offers the following response:Frontier spoke with Ms*** on October 16, 2017.Frontier advises that Ms*** billed for the installation and a minimum billing.Frontier issued credit $toward her 203-481-account that was billed in errorThe remaining balance is valid for both accountsWe 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

Per Frontier records, Mr*** has separate accounts.Account #: *** which was set up on March 3, 2017. Account was established due to his old account being deactivated in error. Mr*** attempted to have services removed from the old account(Account #:
***) and the order was written incorrectly which caused the deactivation of services. Old account #***is currently inactive with a disconnect date of 3/4/effective 1/6/The old account has a credit balance of $Mr***'s March billing statement shows that the account charges were adjusted as of 1/3/and hereceived two other credits($+ $74.32). Mr***'s current account will bill $79.99/FIOS 50/Data + $= $per month - $49.99/Discounts = $+ taxes monthlyWe tried to reach Mr*** on several occasions and was unsuccessfulAn email was sent to his email address of ***advising of resolution and also of a contact number that he can reach out to if he has any other questions or concerns. Case closed

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 ***

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. The issue's were resolve on or around 01-15-The local and out of state staff did their best to keep me informed on any test or progress they had madeThe local staff went as far as giving me their personal phone numbers and encouraged me to call when the odd issues were happening; so that they could monitor it while it was happeningThey also tested multiple pieces of equipment in their quest to resolve the issues I was experiencingWhile it took sometime they did persist and persevere solving all problemsI am now very happy with the service they are providing, and it is now rock solid service
Regards,
*** ***

Frontier has investigated this complaint and has found five repairs since the beginning of April The last repair was closed on July 11, as a problem in Frontier field equipmentThe repair manager advised we have had some field issues, but he believes they have been taken care of
On July 19th the repair manager contacted Ms*** regarding her service trouble Ms*** advised she did have trouble the prior weekend, but service is fine now and she doesn't want us to do anything while it is working Ms*** advised she was promised credit of $in credit for a month of service On July 14th a credit of $had been issued for the base prices for a month of her phone and Internet service, but did not include all taxes and surcharges Today, July 31st, I issued credit of $for the difference to bring that total to $

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 that she was supposed to have received a $Amazon gift card days after having signed
up for Frontier TV and internet services in September Ms*** advises that she called Frontier the last week of June 2017, and Frontier informed her that the gift card was never added to her account and that nothing could be doneMs*** advises that Frontier either needs to issue her the gift card or a $credit to her billFrontier has investigated the above statements and offers the following response: Frontier advises that the Amazon gift card promotion was not on her account when the services were installed. Frontier added the promotion to her account on July 10, 2017, and she will receive the gift card to hours from the time that the promotion was attached to her accountFrontier left a voice mail message for Ms*** on July 11, 2017, and advised her that the $Amazon gift card promotion was added to her account, and that she will receive the gift card in to hours. She was also advised that she should receive the gift card by 6:p.mon June 12, 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. Thank you for taking care of this matter. I do appreciate the local telephone and high speed internet service which I receive from Frontier. They just are not able to compete with AT&T when it comes to international long distance
Regards,
*** ***

On 10/28/I arrived home to find out that my cable service was not workingI spoke to Frontier on 10/29/and was informed no cable box was listed on my account therefore I was not able to was Video on Demand or other channels such as HBO
The tech came out on 10/and apologized for not having any cable box listed and did a speed testThe tech went ahead added a TV package deal to my service and I was advised to call Frontier and explain what happen and working on pricingThe tech went ahead and updated my box and notated my serial numbers for my cable boxesThe speed test determine I am not getting the speed I am paying forThe tech advised me to downgrade back to 50/
I have not called Frontier but did e-mail Gabrela Cobb who advised me to work with her at FrontierI am waiting for a call from MrsCobb to let me know how to fix my cable and internet packageAs the tech added a cable package at a higher price then I hadThe tech was not able to revert my cable back as it was before
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
Regards,
*** ***

I have reached out to Mrs*** and advised of the credits that were on the billing, I have confirmed understanding of the balance and I Mrs*** is satisfied.I spoke with Mrs*** on 11/29/and she has my direct contact information