Frontier Communications Corp.

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

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

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*** received a letter about a change in his services from Frontier Frontier has investigated the above statements and offers the following response: Frontier did find an order issued for changes to Mr***’s account in error and we have advised that all charges have been credited to Ms***’s account 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 rebuttal of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The rebuttal states that: Mr*** states that while the damaged equipment was repaired on his property by Frontier, the credit that he received for his troubles was insufficient Frontier has investigated the above statements and offers the following response: I spoke with Mr*** on December 12, and advised that additional credit of $was applied to zero out his current balanceHe was satisfied with the outcome 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 *** *** 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

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 the account he had with Verizon before the acquisition to Frontier his discounts were guaranteed until July
Mr*** called Frontier in April to check if he could continue the same price plan, the customer service representative confirmed that and even said there was not a contractThe bill was correct for two months after that but then it went up in NovemberWhen Mr*** called to cancel he was offered a plan for r$and was advised if the service was cancelled a penalty fee would apply Frontier has investigated the above statements and offers the following response: Frontier has been unable to reach Mr*** by telephone after leaving several messages, we have also sent please contact Frontier emailsFrontier advises the monthly rate for Mr***’s service is $plus taxes and feesFrontier advises that the bundle rate of $is with a two-year contract to receive the reduced rate.Frontier has issued credit in the amount of $to Mr***’s account for the issues he has experienced 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** states she was given misinformation about repair costs Frontier has investigated the above
statements and offers the following response: Frontier was unable to reach Ms*** to discuss, however has issued the $credit to her accountWe 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 the opportunity to address the customer's concernsFrontier sincerely apologizes for any inconvenience the customer experienced as a result of the complaint

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,
*** ***

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 *** *** 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

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 that she contacted Frontier on August 1, to disconnect her servicesShe was advised that services would be disconnected on August 28, 2017, which is the account bill cycle date. Ms*** states that she should not have to wait until that date to disconnect services and be billed through the remainder of the month Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** is still within the Terms of Service opt-out period to keep services billed thru date of disconnect and received partial billing for services used, as that period would end August 30, 2017.Frontier has adjusted the disconnect billing end date to be August 1, as requested by Ms***The September/October billing will reflect disconnect and adjust the partial amount due back to Ms*** as she has already made her payment.Frontier was unsuccessful in reaching Ms*** to advise of the above 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However, I would like for this issue to remain open until I receive my refund months from nowIs that possible?
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,
*** ***

Our expectation is that all Frontier’s customers have a positive experience when they call into our office. In the rare instance, a customer has a less than positive experience; we accept responsibility for our mistake and assure we are taking the necessary steps to prevent it from happening
in the future, and will refer this to the appropriate business unit for review and training purposes. Frontier is unable to issue any disconnect orders without first talking to her. Several attempts to contact Ms*** to discuss her concerns have been unsuccessful and messages have been left that included 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: *** *** 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 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

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

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
Hello,This complaint was closed because I did not respond in time, although I just did not check my email as often because I thought it would take a few daysThis is not resolved because I want to cancel the service, but I want them to credit me for them not being able to provide the service to me for the last month and a halfThey stated they came out on November 27th, which is true, but they neglected to explain they actually have been out to my house Every Sunday since I reported the issue a month and a half agoEach person had a different reason why the service was not workingOne stated it was my router, so I was given a new router, that did not workThe next person said it was the speed of the wifi, so they did something with the wires on the street, that did not workAnother person said it was because the wifi goes from let to right and not up and down, so they stated they were not sure what they can doAnother representative told me I needed to pay them to re-wire the whole thing because of the issue, but I would be charged any where from 100-for it, but this is not my faultIt is not my fault that the person the first time wired it wrong and to far away to where I cannot connect to the serviceIf I pay for four TV's then all of them should be workingAlso I know this is a common issue, but also I want to be credited because when I watch TV only TV's can be used at the same time or the other person will be kicked offYou cannot offer a product and state all should work for TV's, but only TV's workHow can a company offer cable boxes, but only work at the same time, but charge me for 4? That is unfair and they do not disclose that information, therefore they are lying and with hodling information from there customersI want a full refund for the last month and a half on all charges and I will be canceling when that is completedPlease help me out with this because its not fair a company can lie to its consumers and charge them fee's and if I don't pay it affects my credit! Its a scam at the end of the day and I thought the Revdex.com was there to help people like me in this positionI know I am not the only one with this issue, I see all these reviews with my same concerns!Thank you for your help,*** ***###-###-####[email protected]
Regards,
*** ***

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 he was billed for service by Frontier after it was disconnected Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that the order to disconnect Mr***’s service was issued on August 15, 2017.Frontier advises that a one-time courtesy credit was applied to Mr***’s account on October 20, in the amount of $A Frontier representative spoke with Mr*** on October 20, to advise.Frontier provided Mr*** with the direct contact number for a Frontier representative 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