Frontier Communications Corp.

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*** is disputing unreturned equipment charges in the amount of $ for return in January
Frontier has investigated the above statements and offers the following response: Frontier advises on April 2, bill cycled showing the $ unreturned equipment charges credited to a zero balance.Frontier spoke with Ms*** on April 4, 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I need confirmation, in writing, as to WHEN Frontier is going to issue a refund check for the monies owed to me I paid their first incorrect invoice in full and now have a credit balance on the closed account

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 had a poor customer service experience with FrontierFrontier has investigated the
above statements and offers the following response: Frontier spoke with Ms*** on October 25, and thanked her for providing feedback on her experience. Frontier advises that this will be handled internally as a coaching opportunity for our agents 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 Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: That Mr*** placed an order for new Internet service five times before receiving a modem in the mail for
the service. He also received a bill that was charging him for the service from the date he originally wanted the service that never happened. He was charged for activation and installation. He paid $and was told a credit in the amount of $was to be taken off. The next month he gets a letter saying that he is late on the $249.88. He called customer service right away and told it was resolved, however it wasn’t. Mr*** is just looking to have the credit issued that was promised to the account, Frontier has investigated the above statements and offers the following response: The credit has been issued on October 31, in the amount of $249.88. Frontier made several attempts to call the customer, and has sent direct correspondence to him if he needs any other helpWe 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
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,
*** ***

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

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

Frontier has reached out to this customer and has resolved this customer's repair issue. Frontier regrets the delay in the restoral of service and has verified the customer's satisfaction with the repair. Frontier has issued an appropriate credit for the loss of service

On 10-31-Frontier left voicemail following up on Revdex.com Complaint regarding the billing and promised creditsAdvised that I do see the credits have posted and we received her payment and the account has a zero balance at this time. Advised to call if she had any
questions

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 not supposed to be charged per minute on the second line, its supposed to be unlimited local and long distance as well. Also the number and extension that you provided for a call back to talk about this further was not valid, frontier could not locate that extensionThey said a digit extension is not valid they needed a digit extension. My total bill should not exceed $a month for internet, and phone lines with unlimited local and long distance callsI would also like to view my next bill to make sure its corrected before we close this case. Also this was not an isolated incident this has been happening every month on every bill since I started service bills now. If you can guarantee that I will not be overcharged again (no more than $per bill before taxes then we can resolve and close this case ]
Regards,
*** ***

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 she has been experiencing repeat repair issues for her telephone service
Frontier has investigated the above statements and offers the following response: Frontier states a technician was dispatched a technician to replace the aerial drop And restore serviceFrontier issued one month of credit for her inconveniences 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
Frontier thinks they can bill you a month in advance for service that you are no longer using and then refuse to prorate itYou will not be paid for your final bill so good luck.
Regards,
*** ***

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate her bringing this matter to our attention
The Complaint states that:
• Ms*** experienced no dial tone on her phone, pixilation issues on the television and internet speed
issues after Verizon to Frontier conversion
• Ms*** has made one payment for her services since April 1st,
Frontier has investigated the above statements and offers the following response:
• Frontier records three (3) trouble tickets reported from May to August totaling days of reported outages
• Frontier records show that the issues were resolved and all three (3) trouble tickets were completed
• Frontier records show that Ms*** would be entitled to an outage adjustment for days totaling approximately $
• Frontier records show that Ms*** has received outage adjustments totaling approximately $
• Frontier records show that Ms*** has made one payment since April 1,
• Frontier records show that the remaining balance is valid
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
Sincerely,
Belinda D*** Customer Relations
Frontier 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 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,
*** ***

The Complaint states that: Mr*** advises that he cancelled his service on July 28, Mr*** advises that after receiving a bill for services after that, he contacted Frontier’s Customer Service several times, and was unable to get an adequate explanation Frontier has
investigated the above statements and offers the following response: Frontier advises that Mr***’ account was credited appropriately based on the cancellation date on his August 25, statementAlso, there was a $early termination fee assessed for cancelling prior to the end of their contract termFrontier advises that a thorough audit has been done of Mr***’ account and his balance is valid.Frontier advises that we spoke to Mr*** on October 20, and advised of the aboveDirect contact information has been provided

Thank you for referring the complaint of
*** *** to our office for reviewWe appreciate her for bringing this matter to our attention. The Complaint states that:Mrs*** states that Frontier did not honor the discounts she was receiving from Verizon so their bill increased significantlyThey did not pay the bill for many months in hopes it was just taking time for Frontier to adjust the billsWhen service was disconnected due to billing Mr*** called to pay the bill and was offered a new price for service including an upgrade in internet speed, after a week the new router had not arrived and internet had not been restoredWhen they called Frontier they were told there was no record of our order Frontier has investigated the above statements and offers the following response:Frontier spoke to Mrs*** and explained the bill still has the same discounts as with Verizon, the difference in billing were the rentals of UFC Fights and Video on Demand rentals, late fees, and reconnection charges.Frontier advised the confirmation order number of *** was a confirmation number for a payment that was made on August 28, Frontier advised there have been no changes to their account and no notes regarding data upgrade with a new monthly price quote 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised Frontier at the time we acquired Verizon accounts he was enrolled in the rewards program and was
unable to access this until late NovemberMr*** advised Frontier in January Frontier removed points from his accountFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** and advised points were available in April online and on television in NovemberFrontier explained that points do expire in one year if not used, however due to not able to view them on the television Frontier issued a $credit to his accountWe 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 has investigated the above statements and offers the following response: Frontier advises that that Mr*** was offed the incorrect promotion.Frontier has corrected the offer to be $for the Internet and a total monthly cost of $plus taxes and surchargesFrontier
has also issued a onetime credit of $22.99.Per Tariff, Frontier does not compensate for timeWe 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing
this matter to our attention The Complaint states that: Mr.*** states that we have taken $out of his account and he has not been able to get his funds backMr.*** states his service was disconnected due to the payment that has not been returned to his accountMr.*** states he would like the $returned and the late fees Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that a payment investigation was opened however we are waiting for proof of payment as we are not showing that funds were deducted from the checking account Frontier called and left message to review the case and advise that proof of payment is needed We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result

Thank you for referring the rebuttal of *** *** to our office for
review. We appreciate him bringing this
matter to our attention.In Rebuttal Mr*** expresses the amount of time spent to confirm
service and charges.We apologize for the time taken to resolve his inquiryWe appreciate Mr*** for the Retention of his services and regret
the loss of time used to verify service.Sincerely,Bridget G***Executive Customer RelationsFRONTIER
COMMUNICATIONS