Frontier Communications Corp.

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.”

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

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

Frontier has investigated the above
statements and offers the following response:
Frontier’s Technical
Supervisor and Engineering Manager have advised that the main cable has been
raised.This was completed on
10/19/15.The Technical Supervisor
left Mr*** his contact information for
any future
questions or concerns
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

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 *** *** bringing this matter to our attentionThe Complaint states that: Customers TV, phone and internet was out of service from 4/to 5/Customer is requesting time out of service
creditFrontier has investigated the above statements and offers the following response: Customer did have an out of service with the TV, phone and internet from 4/to 5/A time out of service credit was issued for $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

Frontier advises that Ms*** was receiving High Speed Internet(HSI) for months at $per month with billing detailing dates from January 23, through January 22, Frontier advises that prior to termination, Ms*** was billed (thus incurred charges) through the end of her
billing cycleFrontier spoke with Ms*** March 15, and advised of the aboveFrontier has rerated the last bill to $for Ms*** and the $broadband disconnect fee leaving balance owing as $ We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** 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.Frontier is making me call *** who is supposed to send me the refund on a gift cardI called *** and they still have NO IDEA what I am talking aboutThey had me fax over my deceased husband's death certificate and copy of the last invoice from Frontier showing I had a refund dueNo one answering the phone at *** could find me, my address, my name or my deceased husband's name in the system and they supposedly went back to August 22, when the refund was approved and could find anythingNo card issued, and no card comingLeslie from Frontier said everything was approved but if anyone calls *** they have no idea or maybe they don't know how to do their job but someone is not doing what they are supposed toThis should not be that difficultI received a refund on the utilities with no questions asked and it was within less than a monthI didn't have to send any paperwork because a refund on the account was dueThis is really unacceptable
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
Wanted to update you.These guys are the worst I've dealt with in my 59yrsShort story, They tell me 140a month but bill comes in at 260.oo, then they say we can get you to 180,I file the complaint they call and say we can get you to 226.00!! Hahaha!! So he finally gets me to after taxes.For two and a halfs month service I've paid over 588.00!! *** short of them reimbursing me money I will never be satisfiedHow these folks stay in business, I will never know.Thanks
Regards,
*** ***

Frontier has investigated the complaint and offers the
following response:Frontier
completed repairs on *** ***’s line December 7, by repairing a bad
cable. Frontier advised Mrs*** to contact her
CLEC American Broadband for repairs and any escalations, per FCC
guidelines.Mrs
*** was satisfied with these results

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Mr*** states he was billed for an account that was not authorizedFrontier has investigated the above
statements and offers the following response:Research located account under ###-###-####, installed on May 5, at *** *** ** ** *** *** *** ** ***Records show the service order *** completed July 21, disconnecting the service for non payment.Additional information received determined the account was initiated in errorOn November 28, a credit of $was applied to the account, bringing the account balance to zeroWe 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 Telephone Number: *** ** *** Fax Number: ###-###-####

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

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,
*** ***

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 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

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 Frontier over charged us for the packaged that they agreed upon. We would like to have
services and bill corrected Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on February 10, and explained that Frontier has provided credits and adjustments to correct services and the monthly recurring charges. Ms*** understands charges and when the discounts will expire. Ms*** is satisfied with this resolution. 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 rebuttal complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The complaint states that: Mr*** advises that he agreed to a price of $per month before taxes for his Telephone, Internet and TV service back in August, 2017. Mr*** advises that his bills were higher in September, October and November 2017.Mr*** advises that he called Frontier and spoke with Jeff and he advised that he could get his bill to $a month and it would go into effect for the November bill cycle. Jeff stated that he could not adjust the October bill, that’s all he could give was a credit of $and if he sent him an email the following month he would credit another $25.00.Mr*** advises that he did not receive the $credit on his November bill but it was on his December bill. Mr*** advises that his January bill was $and not the rate that Frontier agreed to and did not receive his other $credit.Mr*** advises that he called Frontier and talked with Bredell and Jeff and both advised they could not provide a better rate or reimburse him for the overcharge on his monthly bill statements that were incorrectFrontier has investigated the above statements and offers the following response: Frontier investigated and found that Mr*** was overcharged on his October and November bill statements. A credit has been applied in the amount of $and will show on his next statement when it prints on March 13, 2018.Frontier advises that Mr***’s account was corrected on January 30, with the correct codes that had been missing due to a system error. Mr***’s bill will be $a month plus taxes going forward starting with his February 13, bill statement.Frontier advises the bill that printed on January 13, and due February 6, was for $212.57. The bill printed before the account was corrected on January 30, 2018. Mr*** will receive a credit for the difference that he paid and will be on the March 13, bill statement. Frontier advises that after the bill prints on March 13, it will show the total credit on his account and then a check will be processed and mailed out to him. The check process takes about days to completeIn April, he will receive a zero bill statementFrontier advises that Mr*** closed out his account on February 14, 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
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 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