Frontier Communications Corp.

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 $

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 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

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

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 quoted no activation or reconnection fees for installation of services
Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s claim and reviewed the telephone call between Mr*** and the Frontier agentFrontier advises that Mr*** was advised incorrectlyFrontier provided an adjustment to Mr*** in the amount of $This adjustment covers the phone installation fees on the November statement, the shipping and handling of the modem on the November statement as well as a late payment fee that was charged on the December statementFrontier made several attempts to reach Mr*** with no responseA letter has been sent to Mr*** to provide him with direct contact information 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 him bringing this matter to our attention.The Complaint states that:• Ms*** advises she was told that she would have internet, phone and satellite for $per month with no contracts and no
termination fees. • Ms*** states that she was to receive 24Mpbs but only 12Mbps were installed and she was charged the same price. • Ms*** cancelled her account due to billing and service issues and states Dish charged her an early termination fee of $She wasn’t aware she was signing a contractShe also received a bill for $for Dish services she thought had been disconnected by Frontier.Frontier has investigated the above statements and offers the following response:• Account review does not have any information regarding the quote from the initial contact with MsDacombFrontier records show that billing has only been for products; internet and phone. • Frontier records show that Mbps internet was not available after review by engineering so Mbps internet was installedThe customer was advised of thisThere was an internet billing error for which Ms*** received a $creditThe credit appeared on her October 1st statement. • Account review shows that MsDacomb was charged an early termination fee for a Visa gift cardThe card has not been claimed and there is no usage so the Visa card’s early termination fee has been creditedThe credit will appear on Ms Dacomb’s January 1st statement.• Frontier advises that the information MsDacomb was given, that a port out order will disconnect all services, was correctThe only billed products on the Frontier account were internet and phone which were disconnectedThere was no Dish billing on her Frontier billsDish billing disputes must be addressed with Dish.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that MsDacomb has experienced as a result of the above matter.Sincerely,Executive Customer RelationsFrontier 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
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,
*** ***

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

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

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

Frontier has investigated the above statements and offers the following response: Frontier advises that a technician went to the residence on September 24, and repaired the internet serviceThe technician was able to confirm restoration with the customerFrontier issued $in
credits, since August for internet service concerns 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 Communications
Customer Name: *** *** Phone: ###-###-####
Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate the Revdex.com bringing this matter to our attention
The Complaint states
that:
• Customer states Frontiers phone lines are damaged and needs replacedThe service seems to go out each time it rains, and often the lines calls in error
Frontier has investigated the above statements and offers the following response:
• Frontier did investigate the past repair tickets, and made sure the current repair was done to the phone lineFrontier did check with the customer after wet weather went thru the area to be sure the service continued to work properlyCredit was applied to the customer’s billing for days out of service also
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
Frontier Specialist: Rita F* Department: Customer Relations
Telephone Number: ###-###-#### EXT Fax Number: ###-###-####

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

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 services were never installed; however, Frontier continued to bill her for services
Frontier has investigated the above statements and offers the following response: Frontier advises that an adjustment in the amount of $was applied to Ms*** account on April 27, Frontier sent an update to the national credit agencies to remove this account and this can take up to 30-days to complete the requestFrontier has made several attempts to contact Ms*** regarding this issue but has been unsuccessful in speaking with her.Frontier has mailed Ms*** a letter with direct contact information if she needs any additional assistance 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 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

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*** states that he reported a loud buzzing noise on his line on January 7, and the issue was still not resolved as of February 6, Frontier has investigated the above statements and offers the following response: Frontier’s investigation found a repair ticket was first issued on January 14, and the customer was provided a repair date of January 19, 2017.A Frontier technician resolved the repair issue on February 6, 2017. A Frontier representative issued an out of service credit to Mr***’s account in the amount of $on February 6, 2017.Frontier spoke with *** *** on February 21, and confirmed the service is working and she is satisfied 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** states in December she requested lower plan but bill was increased, and internet
had issuesFrontier has investigated the above statements and offers the following response: Frontier advises the internet was repaired on February 13, Frontier advises Ms*** phone plan was corrected back to $ Regional Essentials and $ High Speed internet, plus taxes, fee, surcharges.Frontier has credited Ms*** account for the missing promotions from the December and January billing, change fees on the billing and Internet out of service credit from January to February 13, totaling the amount of $ 132.57.Frontier spoke with Ms*** on February 21, and reviewed the aboveWe 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 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,
*** ***

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 continuing to file this complaint below is my rebutal to the corresspondence from Frontier COmmunications
I am being billed $currently for services and back bills, I did not have any services that workThey where more than tickets opened over the course from when Frontier took over from Verizon all of my services worked until Frontier took over I have made many phone calls to Frontier to attempt to communicated and resolve these issues and there have not been any resolutions to any of these issues No one ever showed up or called me to come to my home on 9/12/or 9/10/this once again is another lie. There was never anyone that came to my home to address any of the issues, the only thing that is correct is that the services where disconnected 9/13/by myself due to the lack of customer service and finally having had enough of all these problems with Frontier and nothing ever getting resolved. Regards,
*** ***

Thank you for referring the additional concerns of *** *** to our office for reviewThe additional concerns state: Ms*** states that the quote in question should have included all pre-existing services including the additional phone lines and that she should not be penalizedFrontier has reviewed these additional concerns and offers the following response: Frontier is currently providing Ms*** a rate of $+ the charges of the additional lines and taxesThis brings the rate to approximately $+ taxes and fees for all services combinedAs previously advised, this is the lowest rate offered for Ms***’s subscribed products.Frontier’s policies dictate that we are prohibited from charging a customer a rate or amount for a service that is different from the rate of amount charged to any other customerFrontier is also prohibited from giving any unreasonable preference or advantage to any particular customer