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*** advised on January 12, that her home phone, tv, and internet services have been out since
January 10, She was upset that she would have to wait until January 16, for a technician to come outMs*** advised that a technician needs to come out immediately to restore her services and that an adjustment be made to her bill to reflect the number of days that the services were not working Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on January 13, 2017, and advised that a technician will be dispatched the following day, January 14, Frontier spoke with Ms*** on January 16, to verify that her svcs have been repaired and are working properly, and also advised that a credit of $will be applied to her bill to compensate her for the time in which she was without any service 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 advises that on September 19th order #*** was placed to transfer service from one address to another effective September 22nd. It was found that there was active service at the location by another customer. Therefore the order should not have been scheduled until the
current customer disconnected service or the new customer provided a rental or lease agreement. The order was cancelled on September 22nd Frontier advises that on September 28th order #*** was placed to transfer service effective September 30th. The order was sent back to the representative on September 28th advising to contact the customer to inform that there will be a slight delay for the installation as additional work is needed on the line in order to provide Broadband Ultimate service. The order reflected a new due date of October 5th Frontier advises that on September 30th contact was made with Frontier to inquire on the status of the order. The order was escalated to the Area Technical Supervisor who worked with other departments in regards to the additional work required on the line before the installation could be complete in the field. Frontier advises that the order was expedited and installation completed on October 1st Frontier apologizes to the customer for the inconvenience and has applied a $credit due to the missed commitments. Additionally the customer has not been charged for the transfer of service or installation of service at the new address. This matter has been addressed as a training issue with the consultants

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the Amazon Gift card did not qualify due to promotional discounts being receivedFrontier advises, that as the account was disconnected, the promotions are unable to be
changed to provide the Amazon gift cardFrontier advises that during the initial correspondence, the topic of billing was discussed.Frontier has made adjustments to the final balance resulting in refund based on discrepancies found on the 1st statement.Frontier advises that the refund is projected to arrive by the end of the JulyFrontier advises that the outside credit agency has been informed of the balance changes on the account.Frontier spoke with Mr*** in regards to the above. 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 you bringing this matter to our attention
The Complaint states that:
• Frontier has been charging her for phone service that she never received for almost a year
Frontier has investigated the
above statements and offers the following response:
• Frontier reviewed account, and determined prior to Frontier purchasing Verizon on April 1, 2016, Mrs*** established services on April 25, 2015, that included phone & 25/internet with a contract end date of May 3,
• Records does not show a phone call from Mr& Mrs*** requesting to disconnect the phone service, or inquire why they are billed for phone services
• Statements is mailed monthly, and is itemized with product & services, including phone
• Mrs*** monthly service for phone and internet, including discounts is $+ taxes and surcharges
• Without her bundle contract, Mrs*** would have paid $a month for internetIf she decides to cancel her phone service, and keep internet an early termination fee will apply to the account
• In addition, on January 29, 2017, our records reflect the first phone call from *** mentioning she is not supposed to be charged for a phone line
• After further review, no credits will applied to the account
• February 1, 2017, we spoke with Mrs***, but she advised that the she could not speak now and would call me backI provided my direct number
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
Frontier Specialist: Kevin F* Department: GM Specialist

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

Frontier has reviewed Mr***’s account and found that his bill increased on May 19, when a month promotional credit expired. The bill increased again on November 19, when a year promotional credit expired Mrs*** called on December 5, to inquire on
lowering the bill. A review of the call recording found that she was quoted $plus tax which included an upgrade of the Internet speed from 50/to 75/and free movie channels Credits totaling $have been applied to the account for the January and February bills due to missing promotional credits and disputed charges for Computer Security. The missing promotional credits have since been added to the account and the monthly recurring charge is reflected as $plus applicable surcharges and taxes. The account reflects a current balance due of $ Contact was made with Mrs*** on February 10, to review the above

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 offered Internet by Frontier for $with no contractAlso he was offered by Frontier that
if he bundled his DISH Network with Frontier he would save another $off his InternetHe received his first bill and it was $He states that he was charged $for the Internet and $for a security bundle that he did not requestHe called Frontier several times to get his billing resolved and decided to cancel his services with FrontierAt that time, he was told if he did he would be charged a $termination feeMr*** would like the price of $for his Internet with no contract and no security bundleHe would also like to be able to cancel his service whenever he wants with no fee Frontier has investigated the above statements and offers the following response: Frontier states that Mr*** was offered the $Internet price, but the account did not reflect thatFrontier corrected the account to reflect the $price quote, and we also removed the security that he never orderedFrontier issued a credit of $for the error on Mr***’s account due to the incorrect price of the Internet and the securityFrontier also advised that if he bundled his DISH Network bill with Frontier we would also give him a $credit towards his DISH billing every monthHe declinedMr*** is aware of his balance of $Frontier will be disconnecting Mr***’s account on September 27, per his request with no termination feeFrontier spoke to Mr*** on September 12, and he is aware of all of the above. 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 she is being charged for an item she did not request.Ms*** states that she has
experienced signal loss on her internet serviceMs*** states that she has experienced lengthy hold times while trying to have her issues addressed with Frontier customer serviceFrontier has investigated the above statements and offers the following response: A review of this account shows that Ms*** is receiving billing for the services she is receivingA Frontier representative has reached out to Ms*** times to try to discuss this account, both via telephone and email, and has not been able to reach her.Ms*** has been advised that a Frontier representative is available to assist her if she is continuing to experience any issue with her service or billingMs*** has been provided with direct contact information for a Frontier representativeWe 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 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 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 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

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 is scamming former Verizon customers with offers like the one in the attached flyerIn the fine print the offer states that it is for new customers including VOICE ONLY customers, I was a VOICE ONLY customerThe flyer said to call for availabilityThe salesperson had no problem qualifying meBut everything soon started to go south beginning with a $bill which was promptly withdrawn from my checking account, After each complaint, Frontier has offered apologies and remedies which included credits to my account balanceThey took $out of my checking out without prior consent and have never returned itThey continue to deny that I am a VOICE ONLY customer and should qualify for this offer including the Amazon gift cardI want the offered bundle for $monthly, my money reinstated to my checking account and my Amazon gift card
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 complaint of Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises she has billing discrepancy on final billFrontier has investigated the above statements and offers the
following response: Frontier spoke to Mr*** on Dec 05, Frontier advises that Mr*** has pre-paid for his services and is eligible to continue receiving service through the end of his bill cycleMr*** can always stop the disconnection if he changes his mindFrontier issued adjustment on the November 25, billWe 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*** *** 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

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. I spoke with a Frontier representative yesterday. At first they would not give me a refund for the services that I did not use, stating that the service had been active the whole month (through October) even though I did not use it. However, I had checked the day it was cut off and I told the representative that she was wrong, the service was cut off on September. The representative went back into the records and checked what actually happened - it was cut off on Sept. She called me back and agreed to give me the refund. Thank you very much for your help in this matter. I had tried on my own for several hours to get a satisfactory resolution with Frontier but Frontier personnel had refused. The Revdex.com was my only option remaining. Thank you!
Regards,
*** ***

Frontier Communications Customer Name: *** W *** Phone/Account: *** Thank you for referring the complaint rebuttal of *** W *** to our office for reviewWe appreciate his bringing this matter to our attention The Complaint states that: Mr*** wants Frontier to cancel the service with DISH ad take care of any feesMr*** ordered TV and Internet from Frontier to get a package deal price Frontier has investigated the above statements and offers the following response: Mr*** ordered both Frontier Internet and DISH Network TV services from a Frontier agent.Mr*** had a DISH Network or authorized DISH Network contractor install satellite TV services at his location. At the time of the installation, the technician required a signature to acknowledge the contract terms and conditionsFrontier does not have the authority to change or terminate Mr***’s account with DISH NetworkWhile Frontier offers combined billing with Dish, any questions regarding Dish products, package changes, terms of agreement, billing issues or disputes would need to be referred to Dish Network. Frontier’s position has not changed. 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 Frontier Specialist: Brian M*** Department: Customer Relations

Thank you for referring the rebuttal complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** advises Frontier as an existing customer he should have the ability to get the current new customer price. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on October 5, via email and advised his price is $plus any applicable taxes and fees through January 9, when his first promotion expiresFrontier also advises on August 20, when Mr*** chose to cancel his home phone that he was advised of his new price then.Frontier advises we did credit all charges on the account billed for telephone service to make sure Mr*** did not have to pay for the phone that never worked.Frontier advised we have changed the account to the new customer promotion that was available for internet only on the date that Mr*** requested service with Frontier on June 24, 2017.On October 11, Frontier spoke with Mr*** and nothing has changed advised he has the new customer price for the time period he enrolled for service during.On October 9, when Frontier spoke with Mr*** no credits were offered as stated in the rebuttal since he is receiving the correct price. 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

Frontier CommunicationsComplaint
Number: *** Company Code: FrontierCustomer
Name: *** *** Phone/Account: ###-###-####Thank
you for referring the rebuttal of *** *** to our office for reviewWe
appreciate her bringing this matter to our attention.The
Complaint states that:Ms*** states that rates are
not what was quoted and the unsubstantiated charges have not been removed
from the billFrontier
has investigated the above statements and offers the following response:Frontier reviewed the bill and has issued credits which total $which remove the installation chargesThis account was installed on May 28th, billing started on June 2nd, and Frontier did take corrective action to remove the phone service and credit that back to the accountMs*** has chosen to make no payment whatsoever on this account and therefore it was suspended on September 7th Our records indicate that we have left messages with contact numbers on the number given ###-###-#### including the latest attempt on October 11th.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 matterFrontier Specialist:
Scott P*** Department: Customer
Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and wish to reply
thus...They have left me messages on my cell phoneOne of the two messages is from *** on their number the other is a direct line but I could not pick up on all the extension numbers as the message is not clearI work retail so all messages have been left while I am workingI cannot return the call while I am at workI am off tomorrow so I i tend to call then . annot return the call while I am at workI am off tomorrow and will try to contact frontier then when I have the time. nd have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Ruth Jeffrey