Frontier Communications Corp.

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

Thank 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 that there has been an increase in his Frontier billing since the transition from Verizon to Frontier
Frontier has investigated the above statements and offers the following response: Frontier advises that his contract, including all terms and conditions for any services previously provided by Verizon’s local exchange operations were assigned to Frontier CommunicationFrontier will maintain all terms and conditions of the relevant portions of his agreement through its expirationFrontier advises that several attempts were made to contact Mr*** regarding the complaint but were unable to make contactFrontier sent Mr*** a letter including direct contact information should he need further assistance. 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

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

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
Each month I would call a customer service and they supposedly kept adjusting and fixing the bill When on the phone with a manager they said no notes I am not responsible for their employees mistakes I am also currently awaiting for copies of all my bills the month I did not pay was due to their one staff manager recommending not to pay till system catches up their poor records and miscommunication is their fault and they need to eat that cost
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,
*** ***

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 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

Thank 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 Frontier is not honoring a verbal price quote of $for InternetMr*** states he
requested a refund for the $installation charge since he is an existing customerFrontier has investigated the above statements and offers the following response: Review of the Frontier records show Mr*** is paying $which is the correct rate for stand-alone FiOS internet. Mr*** is in this instance receiving an additional credit of $for months. Frontier does offer a price point of $for copper internet as a bundle with phone serviceFrontier records show Mr*** was charged an upgrade fee of $which is a valid charge however, in this instance this was credited on 02/20/which reflected on the 03/04/statement. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter Sincerely, Frontier Customer Relations

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing
this matter to our attention The Complaint states that: Mr*** states he is experiencing very poor quality of service and Frontier advised he would be charged an early termination fee of $if he disconnects the serviceFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr*** service was disconnected on February 22, and there was an early termination fee in the amount of $175.84.A Frontier representative applied a one-time courtesy credit to Mr***’s account in the amount of $on March 9, Frontier called Mr*** on March 13, to adviseWe 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.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,
*** ***

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 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

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 Frontier’s internet service does not supply enough bandwidth to run his
internet-connected devices Mr*** advises that he requested a 30% rebate from Frontier for service that was inadequate and not meeting his needsMr*** advises that he should not have to pay the disconnect fee and final billFrontier has investigated the above statements and offers the following response: Frontier advises that internet speed and connectivity are based upon many factors including: network congestion, customer location, customer equipment, and network interference. Frontier advises that they are responsible for service outage credits, based on the customer’s daily rate of service that is not functioning. Frontier is not liable for any other compensation Frontier advises that the disconnect fee is a valid charge.Frontier attempted to contact Mr*** on February 28, and March 1, by phone and via email but has not received a response 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 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

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

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. Message has been receivedIssue has been resolvedThank you very much Revdex.comWithout you this issue would not have been resolvedI have always and will continue to believe in the Revdex.com and will pass this down to my Children and GrandchildrenThank you, thank you, and thank you.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** stated that the message on her disconnected phone number referring customers to her new number is
not working and she called multiple times to get the issue fixed. Frontier has investigated the above statements and offers the following response: Frontier test called Ms***’ disconnected phone number and there is now a recording on it referring callers to her new numberFrontier spoke with Ms*** and confirmed that the intercept referral message is in place. 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 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

Thank you for referring the complaint of *** *** to our office for review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she placed an order online for Frontier service to be set up, but no
service was ever installed or used Ms*** advises that she should not have been billed for service by Frontier and needs to have her account cancelled and all charges reversedFrontier has investigated the above statements and offers the following response: Frontier advises that Ms*** placed an order for home phone service and an internet security bundle but since no service was hooked up, she should not have been billed for service that was not used. Frontier advises that an order was placed to cancel the customer’s service and her January statement will reflect all charges being credited Frontier spoke with Ms*** on December 20, and advised her of the above statements 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