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: *** *** states he was promised a credit of $and the credit was not issued despite numerous
callsHe states he was promised a $gift card since the credit for $had not been approved. He did not receive that card and states he requested a supervisor several times and no one has called him back Frontier has investigated the above statements and offers the following response: Frontier found that the $credit was related to HBO billing A representative noted that HBO free for six months was to be added to the accountThe HBO began billing on 08/23/The code to issue the monthly credit to effectively make the HBO free never went on the account because it was not an applicable promotion for the customer’s serviceThe HBO was removed from the service and billing effective 10/27/The HBO was billing on the account from 08/23/to 10/27/2016- a period of two months and four daysThe total charges for the HBO were $plus taxOver time, representatives credited a total of $for HBO on this accountFrontier explained to Mr*** that the account does not qualify for a $gift cardWe apologize for any misunderstanding. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** and *** *** 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: *** *** states her credit card has been charged in the amount of $fee a month for a year for a product
they did not authorizeFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate *** *** was being billed for the Frontier security bundleFrontier advises upon reviewing the account our records indicate *** *** was sent an email notification of the purchase of Frontier secure.Frontier advises it has spoken with *** *** and *** *** on February 1, 2018.Frontier advises that *** *** has accepted a refund back in the amount of $77.94.Frontier advises Mrand Mrs*** have direct contact information for Frontier if they need further assistance with this matterWe 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

A partial discount on the bill from April 1st to currentIt is well known that there are issues with the Verizon merger, so a partial reimbursement for the service I couldnt use or the services no longer available to me based the merger

Customer experienced service issues. Frontier has investigated the above statements and offers the following response: Frontier has investigated the customer ’s account and determined that a repair ticket was placed October and cleared October 13th, Repaired facilities that
had been mowed over and found that there was an issue with the customer’s own equipment.Frontier’s attempts to reach the customer have been unsuccessful; however, we were successful in leaving voicemails which included our contact informationTell us why here

Frontier has investigated the above statements and offers the following response:• Frontier records indicate the services were installed on June 16, 2017. • Ms***’s services did not work until a repair was completed on June 30, 2017. • Frontier has issued the proper out of service
adjustments along with a missed commitment adjustment. • Frontier attempted to contact Ms***, but was only able to leave a detailed voicemail messageThe assigned Frontier Consultant provided their direct contact information for any additional questions or future concerns We regret any inconvenience that *** *** may have experienced as a result of the above matter Frontier Specialist: Tina W*** Department: Consumer Relations

Frontier has investigated the complaint and offers the following response: Frontier completed repairs to Mr***’s service on October 5, Frontier issued an out of service credit for days, which equaled $55.32.Frontier contacted Mr*** on October 18, 2016, and he advised that
the service was working as it should

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 that she is disputing the early termination fee due to
service issue.Frontier has investigated
the
above statements and offers the following response:Frontier applied credits for all of the service outages.The bill advised Ms*** of the termination fees if the service is disconnected prior to the end of the contract.Frontier spoke with Ms*** and advised as a courtesy we applied a $credit towards the early termination fee.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 *** *** bringing this matter to our attention The Complaint states that: *** advised that he was quoted $monthly recurring charges for television, internet and phone servicesFrontier
has investigated the above statements and offers the following response: *** has changed his current plan to Simply 75/bringing his monthly recurring charges to $plus taxes and surcharges.Frontier Communications will waive the installation fee for changing his services in the full amount of $back to ***’s account.Frontier Communications added a cumulative $inconvenience credit on 09/12/and 09/26/to ***’s account.Frontier Communications will follow up with *** on October 4, to review the October statement for the current pricing and promotionsWe 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

Rebuttal Statement-This is an unacceptable response I feel as though frontier is not even looking at the notes that are on the account both bad checks were paid in fullEvery single customer service representative and manager cannot get their story straight and yes I was promised a payment arrangement which was not honored by frontier I have the list of every single person I have spoken to and we have done everything that we were supposed to do and ask you to buy front tier communications but yet they will not fix their mistakeI asked to be called my phone and no one seems to want to even respond to us or even listen to usI asked to be call by phone and no one seems to want to even respond to us or even listen to usI want a phone call and I want this fixed because we have fixed everything we were supposed to do and asked to do by frontierWhat is the next step? Frontier has investigated the above statements and offers the following response: Deposit of $has been applied to the account and credits were issued on the billing statement dated August 1, 2017.Balance of $must be paid before new service will be established. A deposit may be necessary to set up the new accountA call was made to Ms*** and a message left on August 4, 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 Technical Supervisor has advised the trouble is always in Ms***’s inside wiringMs*** doesn’t want to pay Frontier to fix the wiring, therefore they are paying Frontier for every trip
that we make out to isolate the inside wiring
• Ms*** will continue to be billed for anytime Frontier rolls a truck to isolate her inside wiring troubles
• The charges are valid and will be sustained
We regret any inconvenience that *** *** may have experienced as a result of the above matter.”

Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over timeFrontier has investigated and found that the customer subscribes to Frontier’s
standalone Broadband Max for $49.99, which is up to 6MFrontier tested the access line and found that Internet speeds were within the acceptable rangeOn 11-2-the account was placed on a reduced rate of $with a year price lock going forwardAs a customer relations gesture Frontier has issued an addition $discount for the past months that will show on the 11-21-statement

Thank you for referring the complaint of *** A *** to our office for reviewWe appreciate *** A *** bringing this matter to our attention The Complaint states that: Mr*** advises he has had ongoing issues with all of his Frontier services since July 2016.
Frontier has investigated the above statements and offers the following response: Frontier has contacted Mr*** who stated all service affecting issues have been resolved as of October 21, Frontier advises a credit of $has been applied to Mr***’s account for the service issues he has experience We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** A *** 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
We chose to keep the internet and receive television services from another company. When *** called he clearly stated to keep the internet on. It was disconnected anyway. We were on the phone for hours last night. We talked to, to name a few, Josh, Portia, Erica etc... At 10:Erica stated the internet would be on by 11:30. When we woke up, the internet was not working. We continue to have extremely poor customer service. We expect the internet to be on by 4:today
Regards,
*** ***

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

Frontier has investigated the above
statements and offers the following response:
Frontier advises that
internet service speeds are based on many factors, including network
congestion, customer location, customer equipment, and network
interferenceCustomer’s speeds may vary
over time.Frontier has investigated
Mr***’s account and has determined that the customer resides in an area
with a surplus of users and is miles from the broadband feedDue to the
location the customer will not receive over 2Mbps downloadIn addition, it was found
that the customer’s inside wiring was causing instability in the serviceA
technician went out to the location on December 4, and has replaced the
wiringFrontier advises that it is
continually working to improve its network and its customers’ experience;
however, Frontier has no specific plans to upgrade the speeds in Mr***’s
area.Frontier will internally
address all areas of improvements directly with consultants involved in this
complaint
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 *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention
The Complaint states that:
• *** *** advises that he was billed incorrectly on his Frontier account
Frontier has investigated the above statements and offers the following response:
• Research shows service order *** completed August 27, installing service
• Records show Mr*** chose FiOS Preferred HD TV, Simply FiOS 50/data, Quantum gateway Router $9.99, HD Set Top Box, multi room DVR for $This excludes promotional discounts and applicable taxes and surcharges
• Account notes show on September 22, Mrs*** states she was advised the installation fee was $but was billed $
• On 09/22/a credit of $was issued for the price difference for quoted install chargeThis reflects on bill date October 3,
• In addition, Mrs*** advised Frontier on September 22, that her husband was quoted $for FiOs TV and internet
• Account research failed to locate any documentation to support Mr*** being quoted the rate of $
• On September 22, Mrs*** was advised that a $bill credit would be applied to the account for months for the incorrect information she was provided, in addition Starz free for months
• Records show on October 13, service order completed establishing FiOS 50/data only
• As a one-time courtesy a credit of $was applied on January 31, This is for the rate difference between bill date $and the quoted $This will reflect in one to two bill cycles
• Research determined no payments have been made to the accountAt this time Mr*** has a balance payable and due of $At this time all warranted credits have been applied
• No additional information was provided by Mrs*** to warrant a change in Frontier’s decision
A Frontier representative left Mrs*** a detailed message regarding this issueWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter
Frontier Specialist: Amy B*** Department: Consumer Relations

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:Frontier renewed the cable, internet and phone contract without Mr***’s knowledge Frontier has
investigated the above statements and offers the following response:Frontier spoke to Mr*** and explained that the contract was not renewed for two additional years, he was given incorrect information when he spoke to a representative on October 1, 2016.Frontier has advised that his two year contract started with Verizon November 6, and ends November 5, Frontier advised the early termination fee is prorated on how many months and days left in contract. 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

Until I see a Complete and FULL REFUND That will REFLECT UPON MY BILLING STATEMENT,, I Will Continue to Presue These Matters..NOW,, Just so Everybody Knows to Whom it may Concern..Frontier BILLED me RIGHT AWAY for those Darn Wifi Extenders that Did Not Work, and as Everybody See's,, I had to Return them..!So Why is it SO EASY for Frontier to BILL ME RIGHT AWAY,, and Yet I have to WAIT FOR MONTHS AND MONTHS to Get a Resolution to this Problem..??I REJECT THE FACT I HAVE TO WAIT TO MONTHS BILLING CYCLES TO GET MY DARN REFUND,, I mean Come On People,, REFUND ME RIGHT AWAY, LIKE FRONTIER BILLED ME RIGHT AWAY..I did my Part,, RETURNED Merchandise That would NOT Work for the 1MB Connection Speed that Frontier Says that is the Fastest Connection Speed they can over to us out here in the BooniesThe Wifi Extenders REQUIRE 3MB or FASTER connection Speed for the to Work, and I was TALKED INTO PURCHASING THEM By a Frontier Representative that Did not have a CLUE as the Requirements that the Wifi Extenders Needed to Work, and PUSHED THEM OFF to me saying they will Work,, and Not even Asking Any questions as to What is my Internet Speed Connection is, but just after the Commission Selling the Wifi Extenders to me,,Resulting in ALL THESE PROBLEMS Trying to Get CREDIT back onto my Account..I was Charged Right away for them, and Frontier CONTINUED To Charge me for them even Since I returned the Product..So I WANT SATISFACTION INTO A FULL REFUND NOW,, Not Next Billing Cycle,, Not NEXT YEARS THURSDAY..NOW,, LIKE NOW, NOW, NOW,, I Want Satisfaction,, PERIOD..!!!!*** *** 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
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 belowI have informed over a dozen Verizon employees that my service worked fine (stable line at mbps download) from 1/1/to 1/3/After a 4-hour visit from a technician, my line is extremely unstable and can barely hold a mbps download speedI have seen it get as low as kbps per Frontier's router informationI would like to inform Verizon, once again, that I am aware of the distance, and that is why I did not complain of the low speeds prior to this year; however, there seems to be another issue with the line, as I have been told by numerous field technicians and customer support.I am patiently waiting for the DSL Line Extender to be installedIt has been nearly a month since the extender was reportedly ordered; however, I have not heard a word about it since thenIt has obviously not been installed, and I have seen absolutely no improvement on my end.I will gladly close the complaint once I know that the extender has been installed, and I see some kind of improvement.
Regards,
*** ***

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