Frontier Communications Corp.

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate *** *** *** bringing this matter to our attention. The Complaint states that: *** *** *** was under contract with Frontier but was not happy with their
service. In a month time period we had several service issues which are on record. *** *** *** advises that they spoke with a sales consultant by the name of *** *** and he informed them over the telephone on July 25, that due to our service issues and since they did not have a signed contract on file that he authorized to have our early termination fee waived. *** *** *** advises that they received an email so they could show the budget committee that they would not be responsible to pay anything to Frontier if they switched services. *** *** *** advises that they did switch to *** and about a month after they cancelled with Frontier they received a bill for $and they called into Frontier and was advised that the contract was broken. We emailed them the email that was received from Mr*** and Frontier submitted a credit request #513224. We were informed by Adam at Frontier on November 9, that the credit request was denied and we would have to pay the $ Frontier has investigated the above statements and offers the following response: Frontier advises that there was one repair ticket on June 22, and closed out on June 27, 2016. Frontier advises that a customer service representative is not authorized to have an early termination fee waived, that it has to be submitted and approved. Frontier advises that *** *** *** was advised on November 9, that the credit request was not approved and denied. Frontier advises that if they were not on a contract the monthly bill would have been $a month higher, if Frontier billed back that amount for each month that they had the service it would be more than the $ 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

Thank you for referring the complaint of MsC*** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** made a double payment online and requests one of the payments be reversed back to her account.
Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on September 18, and advised that a payment reversal can be processed to reverse one of the payments back to her accountMs*** stated since time has passed she has will leave payment as is, she does not want the reversal processedWe 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 complaint and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time
Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mrs***’s area at this timeFrontier has issued a one month credit of $for her issues

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
As I have researched this issue further it has come to my attention that I was paying for a internet service called broadband max for over years Per the IT specialist I spoke to, that service should have been providing me a much higher speed internet than what I was receiving Matter of fact the lowest level speed service they offer was higher than the service I was getting So not only do I disagree with charging me another month of service after I cancelled I would like them to offer me a refund for my entire contract with frontier for my internet service because I was not getting the service that I was paying for
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier has waived the termination fee of $200.00.Frontier has removed the charges from Mr***’s credit reportThis can take up to days for the credit bureaus to update.Frontier has issued a refund to
Mr*** in the amount of $He should anticipate the refund within 14-days 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 has investigated the above statements and offers the following response: Frontier advises Mr***’s base package comes to $(break down below) prior to taxes and surchargesMr***’s discount that bring the base price to $remain and have remained on the account
since July of 2014.Frontier finds that the customer’s billing does not contain any additional charges for phone serviceThey have remained the same since July of 2014.Frontier has reviewed the customer’s account and found the Sports Package was added to the account on September 15, (prior to the Frontier purchase on April 1, 2016)The charges for this programming can be found on the Verizon bills starting on the October 15, statement from VerizonIn Addition, Frontier finds that Mr*** was receiving a discount for the Entertainment Package through July 8, The amount of this discount was $This promotion expired and reflected the increase on the customer’s August statement (prior to the Frontier purchase)Frontier did find that Mr***’s Verizon billing did notify him of the expiration of the $discount after one yearFrontier advises that Mr***’s billing is accurate and no changes were made to the account since the transition to Frontier.Mr*** can remove the Sports Package by calling ###-###-####The customer will not incur a termination fee as he retains his base package (Frontier Voice Unlimited, 75/Internet, and Preferred HD TV)Please see below breakdown prior to taxes and surcharges: Product Price Promotional Credit Promotional credit Total Frontier Voice $- $ $Internet 75/$- $-$$Preferred HD TV package $- $-$$Subtotal $-$-$$Equipment $ $Entertainment Pack $ $Sports Package $ $Total $-$-$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 has investigated the above statements and offers the following response: Frontier reviewed and determined that the year loyalty credit is reflective on the current billing cycle of February 7, to March 3, 2018.Frontier advises that the billing was higher than expected due to
promotional charge back that occurred as a result of a promotional change within the previous billing cycleFrontier issued an adjustment for the promotional charge back that occurredFrontier spoke with Ms*** on February 20, and advised of the above information 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 *** *** bringing this matter to our attention The Complaint states that: *** *** advises that her internet service was down and Frontier had missed our original commitment for a
repair appointment Frontier has investigated the above statements and offers the following response: Frontier advises that a technicain had fixed her services and we have applied credit for month of internet services.Frontier advised Mrs*** of her credit and she has direct contact information for further concerns. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** 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*** advises that she cancelled Frontier services because of poor customer service experiences
and ongoing problems with internet connectivityMs*** advises that she requested that her services be disconnected as of January 8, but the services got disconnected too early, on January 2, Ms*** advises that she did not want to be billed for services thru January 8, and she should only be billed up until January 2, Frontier has investigated the above statements and offers the following response: Frontier corresponded with Ms*** via email on January 5, and explained that her billing will end on January 2, 2017, and her January bill will be prorated based on the number of days in the billing cycle in which the service was being provided.Frontier explained to Ms*** on January 6, that her January bill printed out and shows a balance of $5.58, which was a result of a video that she purchased. Frontier also advised Ms*** that a credit has been put thru for the $that she had been charged for the video, and her February 5, bill will show a small credit on it, so she will owe Frontier nothing when that bill prints out.Frontier advised Ms*** that since her account is closed, she can restart services with us as a new customer, if she chooses to do so 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.First, please find attached my payment history showing that my average bill was $116, excluding the last bill, which was incorrectSecond, please find attached the screenshot of the ONE and ONLY time that Frontier contacted me, which was yesterday, December 28, at 2:47PMKevin, Frontier's Executive Management was who the voicemail was fromI responded to the voicemail this morning, December 29,2016, and left a message at 9:11AMI called a second time at 10:01AMI can provide screenshots, if necessary.Again, my package was changed on November without a meeting of the minds and, therefore, my package/bill should never have been changed to $My cable should be credited considering I was not receiving the entire cable package in which I was contracted for after November I have attached my call history showing the numerous phone calls I made to Frontier in an attempt to resolve the channel issuesIt was not until after Novthat I decided to cancel my services I would like my standard $bill to be discounted starting from November 15, 2016, when I first lost some channels
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,
*** ***
Frontier was able to get all but one box to accept the caller ID infoHopefully they will be able to correct that in the near future

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** contacted Frontier on May 29, and requested the service be disconnectedOnce services are disconnected, a Port Out (transfer) request cannot be completedThe service must
remain active until the other provider notifies Frontier of the transfer requestAt that time, the new provider will advise Frontier that the account should be cancelled.Frontier has a reconnect order for Mr***Once that order completes and posts to the billing system, Mr*** can transfer the requested number to ***This is due to post on July 8, 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

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 filed a complaint against Frontier last year due to could not get them to resolve a technical issue where my phone and internet cable was cut by a tree companyIt took me over a month to get the issue fixed or what I thought would be fixedI was told a new cable would have to be ran but they never ran a new cable they kept splicing itMy service drops several times a dayMy phone gets static and shuts my internet off when I take a callI work from home to when I answer a call from a customer it will knock my internet service outI called and was told I live in a high demand area but my family that lives right beside me has no issuesI can't watch netflix, stream any thing online, my children can't play their games and now I can't run my program for my workI'm getting tired to calling about my service and it never gettting fixed But they dont care to as me to pay to upgrade why would I upgrade when I can't get the service that i'm paying forAnd I have to fight to get a tech to come out they want to tell me my service is working so I don't need a tech but it doesn't work all the timeI want them to come out and run all new cable from the main location to my home
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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: He signed up for service on July 16, add would receive telephone, internet and service for four televisions for a set
amountHe received his bill and it was not the amount agreed upon Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and has determined the quote he was given was not accurateFrontier is honoring the said quote with discounts to be added or a manual credit each month to honor quoteFrontier has spoken to Mr*** and he understands and accepts the resolution 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*** advises that the bill is incorrect. She explained that services began February 10, and called frontier to
disconnect weeks later. I already had equipment from previous service at the same address under someone else’s nameI called Frontier and associate was able to get my service reconnected via the telephoneFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on April 4, and explained the Frontier Qacquisition offer qualifications and guidelinesFrontier explained the final bill and prorated adjustments and new amount owed to Frontier. Frontier explained credit issued for installationFrontier explained month term commitment comes with a pro- rated $or $early term fee depending on what product customer selects. Frontier waived the Early Term FeeFrontier explained to Ms*** that Frontier has a minimum day billing policy for the QAcquisition offerWe 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 matterTell us why here

Frontier CommunicationsThank you for referring the
complaint of Joanne
*** to our office for reviewWe appreciate Ms*** bringing
this matter to our attention.The Complaint states that:Ms*** is being charged for services after the account was disconnected on April 28, 2016Frontier
has investigated the above
statements and offers the following response:Frontier records show that Ms*** Ported out her phone number to another provider on May 6, 2016.This is the day the other provider took possession of her phone number.Frontier has no control over when another provider Ports a phone number into their possession.The next billing cycle for Ms*** was May 4, to June 3, 2016.Two days on the May 4th bill are valid charges from May - May 6, as follows: Phone $3.40, Internet $2.33, Video $totaling $12.93.The June 4, billing shows a pro-rated Early Termination Fee of $which is a valid charge.Ms*** was receiving a $-per month discount on her internet, for a term commitment established with Verizon for the period of August 10, through August 9, 2017.On June 11, 2016, Ms*** was given incorrect information regarding her final billing as a result of the customer service representative not reviewing the billing correctly, specifically not checking for any term commitment as well as the bill cycle noted above.Frontier has referred this to the team supervisor for additional training to avoid inaccurate information being given in the future.As a curtesy to Ms***, credit has been applied to waive the day charges listed above for $+ $which is the difference from current balance of $(174.29-12.93-16.31=145.05) leaving the pro-rated Early Termination Fee listed above as the final amount owing.Frontier purchased all wireline services in CA, FL & TX including any contracts, term commitments and any balances owing on March 31, 2016.Because there was still year months remaining on the promotional discount term, the $will be sustained as a valid charge.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 Specialist: Rebecca
Niederstadt Department: Executive
Consumer Email: *** Relations

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*** states that Frontier continues to bill for
services that they did not receive while service was on vacation Frontier has investigated the above statements and offers the following response: Frontier advises that they spoke with Mrs*** *** (wife) to advise that the account has been brought to a zero balance Mrs*** is satisfied with this resolution 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: Mr*** advising billing issues with lifeline and his bundle Frontier has investigated
the above statements and offers the following response: Frontier advises a credit was applied for $ to his November statement.Frontier advises the account has been put on 50/internet and phone bundle with an additional $ discount for mths= $ plus taxes and fees thru November 2018.Frontier has submitted a request for Lifeline application to be sent to customer for customer to submit.Frontier spoke with *** as authorized by Mr*** and reviewed the aboveAccount will be followed up next cycleWe 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 has investigated the above statements and offers the following response:
• Frontier has reviewed Ms***’s account and discovered that Ms*** had a promotional rate for her internet serviceUpon cancelling her service, the promotional rate ($100)
was charged back on her billing statement
• Frontier will not refund the promotional chargeback, however, Frontier has issued a credit in the amount of $-for late fees on the December billing, out of service credits on 12/15/and a courtesy creditMs*** will receive the refund in a form of a Mastercard prepaid card to be received within to billing cyclesMs*** can obtain status of her refund by contacting *** at ###-###-#### and providing her account number
• The representative handling her complaint has provided her contact information and will monitor Ms***’s account during the next billing cycle and refundThe representative will also send Ms*** a letter regarding her internet chargeback fee that she can submit to Spectrum for their buyout program
We regret any inconvenience that *** *** may have experienced as a result of the above matter