Frontier Communications Corp.

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 she has a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on June 14, and advised her pricing is the current new customer pricingFrontier has committed to add a $discount for months on the account. 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: Mr*** advises he does not want to pay for service he did not receive, as my internet was shut offFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on October 12, and Frontier advises that on the July 19, Frontier explained that we have updated the Terms of Service and displayed on page of of the Frontier billFrontier advises that Mr*** P *** has pre-paid for his service and is eligible to continue receiving service through the end of his billing cycleMr*** can always stop the disconnection if he changes his mindFrontier explained processing fee of $when service is disconnectedFrontier advised that the charges are validWe 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 reviewed Ms***’s account and discovered that Ms*** had a promotional rate for her internet serviceUpon cancelling her service, the promotional rate ($100)
was charged back on her billing statement
• Frontier will not refund the promotional chargeback, however, Frontier has issued a credit in the amount of $-for late fees on the December billing, out of service credits on 12/15/and a courtesy creditMs*** will receive the refund in a form of a Mastercard prepaid card to be received within to billing cyclesMs*** can obtain status of her refund by contacting *** at ###-###-#### and providing her account number
• The representative handling her complaint has provided her contact information and will monitor Ms***’s account during the next billing cycle and refundThe representative will also send Ms*** a letter regarding her internet chargeback fee that she can submit to Spectrum for their buyout program
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 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

Frontier CommunicationsThank you for referring the
complaint of Joanne
*** to our office for reviewWe appreciate Ms*** bringing
this matter to our attention.The Complaint states that:Ms*** is being charged for services after the account was disconnected on April 28, 2016Frontier
has investigated the above
statements and offers the following response:Frontier records show that Ms*** Ported out her phone number to another provider on May 6, 2016.This is the day the other provider took possession of her phone number.Frontier has no control over when another provider Ports a phone number into their possession.The next billing cycle for Ms*** was May 4, to June 3, 2016.Two days on the May 4th bill are valid charges from May - May 6, as follows: Phone $3.40, Internet $2.33, Video $totaling $12.93.The June 4, billing shows a pro-rated Early Termination Fee of $which is a valid charge.Ms*** was receiving a $-per month discount on her internet, for a term commitment established with Verizon for the period of August 10, through August 9, 2017.On June 11, 2016, Ms*** was given incorrect information regarding her final billing as a result of the customer service representative not reviewing the billing correctly, specifically not checking for any term commitment as well as the bill cycle noted above.Frontier has referred this to the team supervisor for additional training to avoid inaccurate information being given in the future.As a curtesy to Ms***, credit has been applied to waive the day charges listed above for $+ $which is the difference from current balance of $(174.29-12.93-16.31=145.05) leaving the pro-rated Early Termination Fee listed above as the final amount owing.Frontier purchased all wireline services in CA, FL & TX including any contracts, term commitments and any balances owing on March 31, 2016.Because there was still year months remaining on the promotional discount term, the $will be sustained as a valid charge.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 Specialist: Rebecca
Niederstadt Department: Executive
Consumer Email: *** Relations

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

Frontier has corrected the billing for Internet service n future billsFrontier has also corrected previous months bill

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 as long as it actually happens We have been told before that changes were made and everything was fine so are a little hesitant to a accept this until we get our new bill with the effective date of 7/12/ We have attached all notes on this complaint
Regards,
*** ***

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mrs*** is stating that her price increased since Frontier started billing her account.Frontier has
investigated the above
statements and offers the following response:Frontier records reflect that customer was only billed for voice at the time of conversionAs of July customer was then billed for phone and internet which increased the price of the servicesOur records reflect that we spoke to customer and agreed to issue credit $off her final accountWe 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.Frontier Specialist: Tocoma
K. Department:
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I have called back the number listed in the email and on the voicemail (###-###-####), and have replied to the emailI am willing to work with Frontier to resolve this matter as quick as possible
Regards,
*** ***

Frontier advises credits and adjustments will process and post within 1-billing periodsAny credit adjustments issued to the account in December should post by February statement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs far as I can tell the issue has been resolved if this matter happens again I will contact Frontier directly to try and resolve the problem, and take other action if necessary
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for review The Complaint states that: Mrs*** advises that Frontier is not fixing her service issues Frontier has investigated the above statements and offers the following response: Frontier attempted
to contact Mrs*** on 10/3/16, 10/5/16, and 10/10/and have had no return call.Frontier sent a letter detailing direct contact info for her 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

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** from *** *** *** is disputing part of her early termination
fee and would like it credited Frontier has investigated the above statements and offers the following response: Frontier reviewed the contact on July when Ms*** contacted Frontier In the conversation the Frontier representative advised she was not certain what her early termination fee would be, however she would have someone from the Frontier retention team contact her backFrontier reached out to Ms*** and she did confirm that she did not wait to for someone to contact her back from Frontier, and started the process to take the numbers over to another providerFrontier does show the request was submitted on July 7, to remove the servicesFrontier did offer Ms*** a credit to her account as a courtesyWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** from *** *** *** 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
There was a technician at my residence in July, he did have access to my house, found several issues with the lines coming in and "fixed" themThis included cutting off an extra line that was unused that was coming into my residenceI was home for this, and was the one who provided access so Frontiers response about July is completely Regarding this visit that I had with Frontier at my residence on 11/9/I was informed that a tech was supposed to contact me day prior to them coming to my houseI never received a phone call and I happened to be home when I saw a frontier van pull in my drivewayNot only did the service tech get welcomed into my house, she also replaced the entry box to the line coming into my home because she said that that box was completely corpses and was likely causing my issuesSo again, frontier has no communication skills with their clients or between departments.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe complaint states that: Ms*** states she had placed an order to have Internet service moved to her new apartment for the date of April 11th 2016.Ms***
states that no one from Frontier called her or showed up on April 11th to move Ms***’s Internet service.Ms*** states she made numerous calls to Frontier’s customer service line and no one could tell her when her Internet service would be moved to her new apartmentFrontier has investigated the above statements and offers the following response: Frontier does show that Ms*** requested to have her Internet service moved on April 11th 2016.Frontier failed to move Ms***’s Internet service on April 11th 2016.Frontier was in contact with Ms*** on May 5th and we sent a technician to complete the transfer of Internet service for Ms*** on May 5th 2016.On May 5th Frontier determined the line of service to Ms***’s apartment was damaged and we would be unable to connect the service until we had line repaired.Frontier repaired the line running to Ms***’ apartment on May 11th 2016.Frontier sent a technician to Ms***’s location on May 13th to connect Ms***’s Internet to her new apartmentFrontier applied a credit of $for Internet service for time frame from April 11th until May 13th that Ms*** was without Internet service.Frontier has provided Ms*** with a direct contact if she has any further questions or concernsWe apologize for any inconvenience that Ms*** 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 her phone service has been out of service with a loud humming noiseMs*** advises she needs reliable phone serviceFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on February 1, and confirmed the service is working now.Frontier has investigated Ms***’s account and found documented tickets for a repeat trouble issue. Frontier has applied a credit adjustment to Ms***’s account for the days out of service that will appear on the February 22, bill statementWe 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
Regards,
*** ***
They state that no inside Jack work was agreed uponHowever, the tech chose that jack himself without checking to see if it worked firstHe plugged the equiptment in and assumed it was all set to goThere are plenty of jacks in this building that work just fineIf he were to actually test the connection before he left, he would have noticed it wasn’t workingWhen he left, he told my landlord that we were all hooked up and ready to goWhen my computer programmer showed up to hook up the computers, he said that we have no WiFiSo I called Frontier to explain that we needed a tech to come back out and figure out the issueAt that time, we spent well over minutes on the phone with Frontier because they couldn’t even find our informationThey even went as far as to ask if we are sure we had Frontier come out and do the workAt that time they said that we are not Frontier customersTo make things even worse, we signed up for Internet/WiFi and phoneThey did nothing here to set up a phone lineThey even offered to sign us up to have someone come out and hook up new service! We made it very clear that we would be going somewhere else to get our WiFi and phone serviceThe frontier rep said that we are not customers and will not receive a first bill because of thatSo we called Charter and they came out, with no issues at all, and got us up and runningI do not feel that paying them the remaining $is fair when they literally hooked nothing up for usIf the tech would have mentioned the jack issue, myself or my landlord would have told him to hook it into a different area that actually worksThe Texh decided not to do anything except say “you are all hooked up and ready to go” and leftThis has been one big mess with the first tech, the techs on the phone, the customer service people and now the office of the president at FrontierWe spoke to one customer service person who was greatHe completely understood my frustration and completely wiped our balance due and apologized for all of the issuesHowever, we received a bill the following month and had to call back only to get a very nasty woman who explained to us that the guy was not able to do what he did and she was reversing it and sending it to an investigationShe also threatened “fraud” against us when I told her that we were never given an account number when we first called to set up the serviceThis is getting beyond insane at this pointBut I am going to continue to fight this out of principalWe were warned about Frontier before we called themI wish we would have listened to the warnings.*** ***
*** *** *** *** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention. The Complaint states that: Customer has an 800$ long distance bill, but is on an unlimited long distance phone plan Frontier has investigated
the above statements and offers the following response: After careful review frontier has found that the customer was indeed billed in error, all long distance charges have been credited back to the customer and the customer now has a personal contact at frontier should he need anything in the future. 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

Billing Dispute.Complaint: Mr*** advises that He has disputed his bill with frontier, he states that bill be adjusted from $to $40.84.Response: Frontier advises that a credit of $has been issued on the account to zero out the balanceMr*** does not owe any money to Frontier at
this time.Frontier Specialist: Rose T*** Department: Executive Consumer Relations