Frontier Communications Corp.

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

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 would like Frontier to honor price quoted and to have bill
corrected Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** *** on August 25, 2017. Frontier explained that we have issued adjustmentsFrontier has reviewed current promotions and they are now correctFrontier explained that we would follow up on the next bill cycle to ensure bill accuracy 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 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

Complaint: Ms*** advises that she was misquoted for her servicesShe states that Frontier is not honoring the wrong price quote.Response: Frontier apologize for the inconvenience Ms*** went through due to the misquoteFrontier is unable to honor the wrong price quotes as system does not
allow us to adjust the price based on the misquotesMs*** has cancelled her services effective 03/14/17.Frontier Specialist: Rose T*** Department: Executive
Consumer Relations

Frontier advises that the $billing adjustment that was placed on September 30, was denied as it was not an accurate amount for the total number of days recorded for the service outageA corrected billing adjustment was placed on October 21, in the amount of $for the reported days out of service. Frontier has the ability to place billing adjustments for reported incidents, if a customer does not report an outage Frontier cannot place a billing adjustmentAs stated in the initial response Frontier has adjusted for the recorded days out of service and no further billing adjustments are warranted at this time

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

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

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 her service were disconnected and she has not
received her refund check. Frontier has investigated the above statements and offers the following response: Frontier’s refund policy is to issue a check days from the date of service disconnection or termination. 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.Frontier issues refunds for disconnected residential accounts via a prepaid VISA card managed by CitibankPlease contact Citibank directly at 1-877-855-for a replacement, or if you have questions about using the Citibank cardFrontier called and left a message with our contact numberWe 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am still unclear about the "prepaid" servicesIf I have already paid for service then I should owe nothing moreYet I have a bill for service dating Feb - Mar I received notification of this bill from my bank's ebill service on Feb 21stThe same day I called to cancel the serviceTherefore I feel I do not owe for this bill and my service should no longer be active yet I can still long on the internet using my Frontier account. I have attached the billThe email was sent from my bank at 8:pm after I had already cancelled service with Frontier.If Frontier will just close my account and give me in writing a statement showing I owe nothing or no more than the days from Feb to the 21st - the date on the statement that service starts to the day I called to cancel - I will then be satisfied.
Regards,
*** ***

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

Thank you for the opportunity to address the customer's concernsFrontier sincerely apologizes for any inconvenience the customer experienced as a result of the complaint

Frontier has investigated the above statements and offers the following response: Due to an isolated incident Ms***’s initial statement did not display new customer discountsThe June 25, statement does reflect the promotional creditFrontier applied an adjustment in the amount
of $due to incorrect billingA Frontier consultant has been in direct contact with Ms*** and advised that the credit balance is in the amount of $ We regret any inconvenience that Ms*** 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 ***, and find that this resolution is satisfactory to me.
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,
*** ***
I call them in March to report that my home phone and internet were not workingThey have a line problem, everytime there is a thunderstorn it fries everything connected to the phone lineI have lived here for years and I can not tell you how many things I have replaced over the yearsThe first woman I talked to was rude, and would not respond unless I had the billing code or wife's ss#Remember this was to report the line didn't workI hung upI sent my wife a text for her ss#, she suppliedI called them backGave them ss#, second girl ran a line test said everything is fineI told her I tried different phones, on different jacks no dial toneAlso told her the modem for the internet was literally fried, all the lights were black and does not work, this by the way was not the first timeNO real response other than the line shows on her computer that there is no problemMy wife made several calls to ask if they were ever going to fix itI do not know what they told herAfter no repairs or a new modem I had the wife cancel the service as there was no service being deliveredI paid the last bill I received were I had partial service, but will not pay for the months they claim everything workedIT DID NOTThey can check and see how much internet I used, NONE, how many phone calls made, NONE! There service people are RUDE! Their service is terribleAnd they even go so far as lie, told me they did not take over this phone line until AprilThat is a lieI have paid for service to Frontier for a long time now, NOT Verizon

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 Communications stated, "We spoke with Mr*** [and] informed him that an early termination fee is billed when service is cancelled prior to the expiration of the contract term. The early termination fee is valid and sustained."I am not disputing Frontier's right to charge a cancellation fee WHEN a contract is rightfully prematurely terminated. In my case, I should not have been in a contract and therefore there should have not been any early termination fee. I was a customer of Verizon/Frontier four years!A few months before I cancelled service with Frontier (due to a move and readjustment of finances), I spoke with a Frontier customer support representative via chat about a malfunctioning cable box. My only intention of the chat conversation was to have my malfunctioning cable box fixed. At no point during the chat correspondence didIinitiate the topic about changing my service. The agent initiated the option of making a change to my service. He asked if I would like to have faster internet and pay less money. Duh! Who would not want to have a faster speed and pay less money. At NO pointlet me reiterateat NO point ...did the chat agent mention that I would be committing to a year agreement. I knew that I was moving in a few months and would never commit to a temporal agreement. The chat agent's offer to lower my monthly costs was not surprising. Companies will often adjust their costs to remain competitive. My understanding was that Frontier had adjusted their cost structure in an attempt to be more competitive.If Frontier will reimburse my dollars then I will be satisfied and not pursue any further complaints with the Revdex.com or legal actiondollars is not a ton of money, especially for Frontier, but I feel that their methods are unlawful. I did not willingly commit to a two year agreement. They did/do not have my verbal or signed consent to a contract extension. I would not be surprised if their agents are told to offer customers slightly lower costs or a faster internet speed with the goal of locking customers unknowingly into a year agreement. It's common knowledge that cable companies are losing customers, what a sly tactic for keeping clients.I am not opposed to pursuing legal action. At the very least, my position in the media will allow me to voice Frontier's deceptive practices. If a lawsuit is pursued then Frontier stands to lose a lot more than dollars as they could be forced to reimburse every other customer that has been lured unknowingly into a contract extension.My understanding is that Frontier has a complete record of my chat correspondence. Just take a look and you will see that I double and triple asked the chat representative if there was any commitment or cancellation fee for adjusting my service. He clearly said NO. A blatant lie, one that I am now being forced to pay for out of pocket
Regards,
*** ***PS. A supervisor at Frontier said that he agreed with my case and he would like to refund the dollars, but it was outside of his ability. Furthermore, he said that I should not have communicated with someone over chat as they are under-trained and could lead customers into such a debacle

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 *** *** 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

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

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

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 experienced issues with her Internet service from Frontier.Ms*** also states that she had
requested her services be terminated but Frontier has continued to bill her for servicesFrontier has investigated the above statements and offers the following response:Frontier advises that there were reports of Internet issues beginning in November Frontier issued total adjustments in the amount of $for the Internet issues Ms*** experienced from November to JanuaryMs*** was paying $per month for her Internet service with Frontier.Frontier advises that an order was placed on March 21, to disconnect services with Frontier which has been back dated to January 30, Frontier further advises that the Internet services were removed on January 30, Frontier advises that there were no Internet charges billed on the February or March statementFrontier spoke with *** on March 31, to review this information with her. 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