Frontier Communications Corp.

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

Thank you for referring the complaint of Mr*** W *** to our office for reviewWe appreciate Mr*** W *** bringing this matter to our attention The Complaint states that: Mr*** W *** advises Frontier has not fixed his land phone and that technician would be
contacting us Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** W *** on August 23, 2017. Frontier technician advised Mr*** W *** that switch outside of home on the southwest corner tested okayFrontier explained to Mr*** W *** to check the phone in the homeTechnician explained to Mr*** W *** that he would stop by today to check inside of homeMr*** W *** agreed to close the Revdex.com complaintFrontier will follow up with Mr*** We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** W *** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** transferred his service to a location that does not support his number (###-###-####)It was required for Mr*** to change numbers.A delay of the service transfer was caused
by confusion regarding the wire center the customer was service fromMr***’s service was successfully transferred to the new location on September 2, 2016.Frontier has issued a credit to Mr***’s account in the amount of $This will reflect on his statement printing September 23, 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
Frontier failed to record the disconnection in late or is lying. I owe them nothing as service was not received during the period they are billing me. The error is on the part of Frontier
Regards,
T***

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

Good Afternoon,This issue has been resolved. Frontier has issued total credit for the customer's account. Credits appeared on the August bill. I tried to reach the customer to advise but was unsuccessful. I did provide my direct number so the customer could return my call if
needed.Thank You,Serena J***

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 he has billing discrepancyFrontier has investigated the above statements and offers the
following response: Frontier spoke to Mr*** on January 18, and explained that adjustment has been issued and charges have been correctedFrontier explained we have scheduled a follow up to ensure bill accuracyWe 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 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this
matter to our attention The Complaint states that: Ms*** states that the service was disconnected in October and she is still receiving billsMs*** wants credit back on her and her credit updatedFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that there are no records of any contact made in October to request to disconnect service.Frontier called and left a message to review the case 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 Revdex.com bringing this matter to our attention. The Complaint states that: Mr*** is disputing two $ charges during the same month and our techs did not enter his homeMr*** advises he did not have a contract for a few yearsMr*** advises as per Frontier policy customer has to be home when Frontier at the residence Frontier has investigated the above statements and offers the following response: Frontier advises we sent a tech out on January & January 26, as Mr*** reported phone issues and requested repairWe tested the outside wiring of the home and there were no issues, the problem was isolated to inside the homeWhen Frontier goes out to repair issues if the testing to the outside is determined no issue, then tech visit/isolation charge is billed as Mr*** does not have Inside Wire Maintenance plan that would cover any visit and inside wiring repairs needed to be done whether there was inside access to home or notFrontier advises customer would need to be home for inside access to the home, however would not need to be home for outside testing/repairsFrontier did not have access on January visit and on January visit was declined inside access by customer.Frontier advise the two $ charges are isolation charges that are charged for us going out and no issues coming up thru testing to outside of the homeThe current balance of $ are valid.Frontier advises the charges are not a contract termination fee, they are for technician visits. 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 review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that when he cancelled his internet service, Frontier charged him a Residential
Broadband Processing Fee for disconnecting service. Mr*** advises that he had agreed to this fee nor is it included in Frontier’s terms of service, and that Frontier will not waive the feeFrontier has investigated the above statements and offers the following response: Frontier advises that its Residential Internet Service Agreement Terms and Conditions gives a detailed explanation of the different types of service charges that Frontier may bill customers. One of those charges is a $disconnection order processing fee that is billed out when a customer calls in to cancel their Broadband Internet serviceFrontier advises that the $Residential Broadband Processing Fee is a valid charge for when customers disconnect their internet service, as stated in the Terms of Service.Frontier spoke with Mr*** on November 16, and advised him of the above statementsWe 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 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: 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.DISH has returned the to our accountWe sent Frontier a check for $that included the reimbursed $on November We have yet to receive our next bill that states that the bill is settledWe are waiting for a written document (bill) clearing us of that charge. Also, we were informed that my parents may still have their services disconnected.
Regards,
*** ***

Thank you for referring the complaint of ** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** states the previous Revdex.com case#*** did not inform the Revdex.com what all was discussed on the case Frontier has investigated the above statements and offers the following response: Frontier has communicated with Ms*** via email advising that the original complaint was in reference to the fact she was not receiving her bills and the service was disconnectedA new service order had to be issued and a request for positive identification was required, Ms*** did not feel comfortable providing her personal informationFrontier advised on the rebuttal of the case she is now requesting the Revdex.com be informed that after installation of new service and the first bill generates Frontier is waiving installation fees, also giving a one-month service credit that will be issued by Anthony C*** in the Frontier chat center 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.Sorry this is my response to the offered solution I could not attach this to my rejection on your websiteThey have changed the offer entirelyPlease read what they are now saying that I owe them.I wish I could send those credits in a refund but unfortunately our systems can only issue a refund when there is credit on the account to refundThe back credit of $for August through October would still leave a balance of $due on the account. Even adding the $November credit does not provide a credit balance. Basically, If there is money due Frontier, a refund cannot be issued. Regarding the your bundled billing; it was ended on 11/11/Dish sent the billing for the premium channels for 10/through 11/to include in our November 1st statement. If you cancelled the premium channels before 10/and your dispute with Dish about that is successful, Dish will credit you on their separate bill now that the billing is unbundledHowever, Mr***, Frontier has already paid Dish for those charges so you would need to reimburse usIf the billing was still bundled, the credits would have been passed through to the Frontier bill but instead, you will now receive in the separate Dish bill, any Dish credits related to charges that appeared on a Frontier bill.My response and rejection:This resolves nothing. Every bill I have paid every month in full and owe Frontier nothing. How dare you say I still have an outstanding balance. The total credit, which you admit owing me, of $should be applied to Dish in fullI see that there will not be an acceptable resolution hereAs a customer of over years I am totally disappointedI will continue to pursue this with every agency available that can give Frontier the worst possible reputation for ripping off customers with the most unprofessional inept billing department & customer service I have ever come acrossYou admit the offer made me was a misquote & then I was unbundled from Dish without my request or permission and you still want me to pay you for Dish when they are invoicing me separately alreadyHow ridiculous! I see this most recent response as a complete insultMy future mission will be to broadcast Frontier as the most unreputable and dishonest company I have ever come across and totally regret doing any business with themI am frustrated beyond any reasonable limit.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises that his system batter went out on February 1, and Frontier refused to provide a new oneFrontier
has investigated the above statements and offers the following response: Account research determined the service is listed under *** ***.Research determined the internet is only on fiber and Mr***’s voice service does not require a battery backup.Frontier provides a year warranty from date of installResearch determined Mr***’s service was installed prior to the Verizon to Frontier conversion. A Frontier representative spoke with Mr*** who indicated satisfaction with the resolutionWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have experienced as a result of the above matter Frontier Specialist: Amy B*** Department: Consumer Relations

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,
*** ***

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 made a change to her Frontier TV and internet bundle package in February and
was charged a $early termination fee She also advises that she should not have been charged the early termination fee since she did not cancel her services at that timeMs*** advises that Frontier needs to have the $early termination fee reversedFrontier has investigated the above statements and offers the following response: Frontier advises that the early termination fee was billed in error, as a result of Ms*** changing her bundled service package on February 13, 2017. Since she did not cancel her Frontier services at that time, she should not have been charged an early termination feeFrontier advises that the Ms***’s account was credited for the $early termination fee on July 12, 2017, and the customer does not owe Frontier any money.Frontier left a message for Ms*** on July 12, 2017, advising her that the $early termination fee was reversedWe 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

Tell us why hereThank 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 he experienced telephone service issues.Frontier has investigated the above statements and
offers the following response:Frontier investigated Mr*** complaintFrontier entered a repair call that was reported on April 22, 2016, and services were fixed on April 25, 2016.Frontiers policy is to issue out of service credit if a customer is without service for over hoursFrontier issued an adjustment to Mr*** account in the amount of $for loss of service from April 22, to April 25, 2016.Frontier spoke with Mr*** on May 9, Mr*** advises that his services are working properly nowMr*** is also aware that the adjustment will appear on his next statement from Frontier.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