Frontier Communications Corp.

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,
*** ***

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 his bill with Frontier has increased over the last several monthsHe states that in August
he canceled the television service with FrontierHe does not agree with the final billing statement. Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Mr*** on several occasions, each time leaving a message with our contact informationFrontier has not received a return call from Mr*** as of todayFrontier is sending a call me letter in the mail today to Mr***. 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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that: Mr*** awoke on April 28, and his internet service was not working and the Optic Network
Terminal in the garage was offlineMr*** called for support, was no help so the technical support representative put in a repair trouble ticket for May 1, Mr*** states that he waited from 11:am to 3:pm then called Frontier only to discover that the repair trouble ticket date was changed to May 5, without a courtesy call to advise him.Frontier has investigated the above statements and offers the following response: A repair trouble ticket was placed on Mr***’s account on April 29, with a commitment date of May 1, after trouble shooting with a technical support agent. Mr*** called in on May 1, to find out why a repair technician did not come out to his residence to repair his internet service and at that time he was advised that the repair trouble ticket date was changed to May 5, I called on May 6, and spoke with Mr*** in regards to his internet service not working and he advised me that he is very dissatisfied with Frontier Communications because of the missed trouble repair ticket without no notification of it being missed, which I did apologize. He then advised me that *** *** *** is at his residence installing new service and that he wants his services completely disconnected with Frontier as his internet service was still not working. A disconnect service order was placed in Frontier’s system on May 6, to cancel Mr***’s services per his request and the order was back dated to the date of April 28, the last day that he had working serviceWe 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

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
While the comments that the representative has stated are trueShe refused to listen to me when I told her that her customer service specialist Shannen told me that there would be no additional money dueRegardless of how they are claiming they bill the customerWhen I am told by an associate that I there was not anything due, that is my issueI am planning on paying as I dont trust this company to honor what their associate saysI dont trust the company on keeping this out of collection if I continue to fight it as wellI understand the reason of the "F" rating on the company
Regards,
*** ***

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*** states she had multiple issues porting her number to *** Ms*** states her port request was denied
because Frontier placed a freeze on her account, then due to a pending order on her account, then due to a PIC freeze. • Ms*** states her phone service went down and she contacted Frontier who advised they could put in a trouble ticket with a due date days out but would try to expediteMs*** states while on the call her dial tone returned. • Ms*** wants her number released to *** and wants credit for the time she spent on the phone.Frontier has investigated the above statements and offers the following response:• Account review shows Ms*** had requested a local carrier and pic freeze placed on her account on 12/27/The local carrier freeze prevents another provider from taking over the account without them first being removed Account review shows Ms*** contacted Frontier and requested the Local carrier freeze removed and an order was placed on 12/26/to do so however it triggered a future due date in error When the other provider tried to port the number the pending order on the account prevented the port Account review shows a 2nd order was placed on 12/28/to remove the local carrier freeze and the original order with a future due date was deactivated.• Account review shows Ms*** reported no dial tone on 12/29/a trouble ticket was initiated with an original due date of 1/4/ Ms*** advised the service was working the same day and the ticket was closed.• Account review shows the service was successfully ported on 1/9/Frontier provided Ms*** a $courtesy adjustment on 12/28/which was applied to her 1/1/billing statement Ms*** will receive pro-rated credit back to the date of disconnect on her 2/1/closing statement. 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 Executive Customer Relations

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 signed up for the Frontier Internet service and was told at the time there would be
a $installation fee, that could be broke up over three months of billing, if she signed up that day. Ms*** signed up and was charged the full $on that first bill so she called customer service right away. The customer service representative stated that they could not help her since she already got the billMs*** wants the fee removed completely since she feels the salesman lied to her that day when she agreed to sign upFrontier has investigated the above statements and offers the following response: Frontier has removed the fee from the bill and called Ms*** to advise her of this. Frontier was only able to leave a message for Ms***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 reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that:Ms*** states that she was offered an upgrade to her Internet at no charge but she was billed $Ms
*** would like this amount adjusted off her Frontier account.Ms*** also advises that she was billed late fees for the disputed amount of $and she would like this adjusted off her account as well Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s account and advises that there was an error in her promotion that caused the upgrade fee to be billedFrontier advised that an adjustment in the amount of $was applied to Ms***’s accountFrontier also issued an adjustment in the amount of $for the late fees that were billed to Ms***Frontier also issued an adjustment in the amount of $for the missing promotional discounts that she was supposed to receive off of her monthly Internet chargesFrontier advises that Ms*** has ported her services out to another service provider in her areaFrontier spoke with Ms*** on February 27, 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

Frontier CommunicationsThank 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*** states she was billed after she
disconnected servicesFrontier
has
investigated the above statements and offers the following response:Frontier reviewed Ms***’s account and determined that an adjustment of $has been issuedThis adjustment will be reflected in 1-billing cyclesFrontier called Ms*** on November 14, and left the above information along with my direct contact informationWe 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 Specialist:

Thank you for referring the rebuttal complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** advised that he has a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response: Frontier called and left several messages for Mr*** and sent an email with direct contact information.Frontier spoke with Mr*** on November 6, and advised our records show his pricing is at $till March 7, Frontier advised Mr*** he can down grade or change his bundle at any time without penaltyWe discussed a few options and Mr*** decided not to make any changes. 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 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,
*** ***

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate this matter being brought to our attention Ms*** expressed concern regarding the Fios Digital Voice (FDV) Billing Telephone Number *** Frontier has investigated the
above statements and offers the following response: On September 09, an order was initiated to change the Billing Telephone Number (BTN) from *** to ***The service interruption on September 19, was related to the above telephone number changeCredits totaling $were issuedPlease allow 1-bill cycles for credit to post to the accountOn September 29, an order was initiated to change the BTN back to ***.Effective October 12, the customer ported the Fios Digital Voice telephone number ***to another providerWe 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

The Complaint states that: Ms*** advises that when she cancelled her Frontier service, she was advised that she did not need to return her Frontier equipmentMs*** advises that she was billed for Frontier equipmentFrontier has investigated the above statements and offers
the following response: Frontier advises that Ms***’s Frontier account has been credited in full, and her balance is now Frontier advises that we spoke to Ms*** on January 15, and advised of the above

Frontier CommunicationsThank you
for referring the complaint of ***
*** to our office for reviewWe appreciate ***
*** for bringing this matter to our attention.The
Complaint states that:*** *** service has not worked property and had to call Frontier multiple times to
correct.She would like to receive out of service credits and out of her contract Frontier has
investigated the above statements and offers the following response:Frontier understands that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to FrontierVOD content is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by customersFrontier apologizes for any inconvenience this may have caused. We have appreciated our customers’ patience as we complete the VOD library. VOD is not a billable product therefore no credit is warranted but a $courtesy credit was issued for her trouble, that post on her current bill.Frontier’s records do not show any trouble reports by Ms*** concerning her phone or internet, only VOD. No outages were reported in her area. A Frontier employee did reach out to Ms*** and helped her improve her wireless signalWe did verify that the TV guide is working and that she can access recorded and new VOD servicesWe 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 Specialist: Sherrill B*** Department: Customer RelationsTelephone
Number: ###-###-#### EXT 3131 Fax
Number: ###-###-####

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,
*** ***

Frontier Communications Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate her
bringing this matter to our attention The Complaint states that: Mr*** experienced intermittent internet service.Mr***’ September bill was higher than expected.Mr*** feels he received a poor customer service experience.Mr*** feels that the credit issued for $was not sufficient. Frontier has investigated the above statements and offers the following response: Frontier dispatched a repair technician to Mr***’ location on September 24, and again on October 06, to resolve the service trouble.Frontier records show a missing promotion on the September statement. This promotion has since been added to his account. Frontier apologizes for Mr***’ poor customer service experience.Frontier has issued outage adjustments to Mr***’ account and he is satisfied with the amount. 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 Sincerely, Lisa H*** Customer Relations Frontier Communications

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: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention
The Complaint states that:
• Customer is not satisfied with the time to receive refund check
Frontier has investigated the above statements and offers
the following response:
• After further review, refunds are scheduled to be mailed days after disconnection of services, where customer will receive a Citibank Prepaid Visa Card
• Frontier Communications made unsuccessful attempts to reach customerWhen trying to call, his phone ring once, and then a recording comes on advising mailbox is not set up
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** has experienced because 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*** *** advises he requested Vacation service in May The Vacation service was never
established and he continued to get billed and now his amount due is over $400.00.Mr*** advises he spoken to multiple people, and the bill was supposed to reflect proper chargesThe account should show a zero balance owed, and he would like the balance to be zero for the last statementFrontier has investigated the above statements and offers the following response: Frontier advises Mr*** *** orders were delayedFrontier Representative have issued credits toward the accountThe orders have been correctedFrontier Advises Mr*** has been advised there will be no payment due 10/28/All correction and proration will reflect on the bill due in November, which has not printed yetFrontier will do a Follto make sure all products are billing correctly. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

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 attention The Complaint states that: Mr*** stated he was told there would be a $charge for disconnecting and he had not renewed his
contract Frontier has investigated the above statements and offers the following response: Frontier apologizes that Mr*** was misinformedHis contract was not renewed and expires on October 9, There is no Early Termination Fee when disconnection occurs on or after that date 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