Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** originally subscribed to Mbps Internet service for $a month prior to the changes to the account.Frontier found the order to disconnect Ms*** service placed due to the
records reflecting the wrong physical address for the working services.Frontier re-established service for Ms***Ms*** is now receiving Mbps internet service for a discount rate of $a month.Frontier has contacted Ms*** and left a detailed message with direct contact information should she want to down grade the speed of her InternetWe 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised that he closed account under his wife’s nameMr*** explained that he never requested another account to be open in his name and his wife’s nameHe explained that the account is Fraud Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on June 21, 2017. Frontier has issued credit on the account ###-###-####Frontier explained that Mr*** would have to call Credit Protection Associate at ###-###-#### in regards to any disputes on account ###-###-####This account has been written off and transferred to Credit Protection AssociateFrontier has received a dispute from Credit Protection Associate and adjustment has been made to reflect a zero balance 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

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 *** *** to our office for review, we appreciate you bringing this matter to our attentionAccording to the complaint, the customer has experienced billing concernsFrontier found background billing issues with this accountFrontier spoke to the
customer and manually adjusted the account for overagesFrontier agreed to continue work with customer for any additional concernsFrontier apologizes for any inconvenience that the customer experienced as a result of above issueWe trust this information will assist you in closing this complaint

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 she placed an order for service with Frontier to be installed on October 13, Ms*** states she was told Frontier attempted to provide service, but she was not home and the appointment was then changed to October 23, Ms*** states she called October 16, to request a sooner due date and was told the installation would be done on October 18, 2017. A technician showed up on October 18, to discover the appropriate wiring was not installed. The technician then advised he would set up an appointment for the wire installation and return on October 19, Ms*** states she called on October 19, 2017, and was told the installation could not be done before October 27, Frontier has investigated the above statements and offers the following response: On October 5, 2017, Ms*** placed an order for service to be installed on October 13, 2017.Frontier did not attempt to install service on October 13, 2017. On October 13, 2017, Ms*** contacted Frontier and was advised the new date would be October 23, 2017.On October 13, 2017, a Frontier representative requested a sooner installation date and was given a new date of October 21, 2017.On October 16, 2017, Ms*** was given a due date of October 18, 2017.On October 18, 2017, a technician was dispatched for installation. The technician noted that Ms*** did not want the Fiber installation to come through the location needed, and stated she would call back when ready.On October 22, 2017, Frontier Customer Relations reached out to Ms*** to get clarification on her needing assistance with her installation, but was unable to reach herThe notes left by the technician on October 18, 2017stated she would call back when ready.On October 27, 2017, Ms***’s installation was completedWe 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 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

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 have not spoken to themI was called once and was unable to talk at the time as far as call back numbers I don't have anyI would like another follow up callAnd for the credits they were issued after the complaint was filed
Regards,
*** ***

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 he was told there would be no installation fees when he ordered new service from Frontier
Frontier has investigated the above statements and offers the following response:Frontier advises that there was an error on the account which caused Mr*** to be billed for install feesFrontier advises that an adjustment in the amount of $was applied to Mr***’ account and will be reflected on his next statement.Frontier spoke with Mr*** on October 26, to review this information with him. 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 Mr***
bringing this matter to our attention The Complaint states that: Mr*** states he signed up for an advertised price of $each for phone and internet services. Mr*** advises he received his first bill at a higher rateMr*** states he feels frontier is falsely advertising our ratesFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s complaint and advises the advertised price on our website is for FiOS Internet service for $with a qualifying voice planFrontier advises the phone and internet package cost is $per month plus taxes and surchargesFrontier advises the phone and internet package breaks down in cost of $for phone service with features and unlimited long distance and Internet service 25/fios for $19.99.Frontier advises there has been a onetime $adjustment placed on Mr***’s account for the misunderstanding and has advised him of the correct monthly pricing going forward. Frontier spoke with Mr*** on April 28, to advise of the above informationWe 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's system incorrectly recognized that service could be provided to this locationFrontier has attempted to contact customer and she was not availableFrontier continues to make contact with the customer to advise

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*** advises that he terminated his Frontier service and that he was advised that it would take up to ninety days to receive
his refund of overpayment Frontier has investigated the above statements and offers the following response: Frontier’s process is to refund overpayments within ninety days of the customers final statementWe have expedited Mr***’s refund and advised him on October 31, that he should receive it in 7-business daysWe also provided Mr*** a direct point of contact should he have any problems receiving his refund 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: Mrs*** *** advises when she set up her services with Frontier she was told her bill would
never be over $a monthMrs*** advises her first bill reflected an amount due of This is $more than the bill should beMrs*** advises part of the cost was for a BHRQuantum Gateway Rental FeeMs*** advises she was told this was included in the and there would be no taxes since it was internet only. Frontier has investigated the above statements and offers the following response: Frontier apologizes for the miscommunicationThere is a promotion for a month for Simply FIOS 100/100MHowever, the promotion for no router charge is differentThe customers are required to order the speed of 150/150M Data or higherFrontier has spoken with Mr& Mrs*** and explained the billFrontier has issued adjustments, and came to a compromiseThis problem has been resolved We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

Thank you for referring the complaint of
*** *** to our office for reviewWe appreciate your bringing this
matter to our attention.The complaint states that:The customer has not received the $Amazon Gift Card Frontier has investigated the above
statements and offers the following
response:The gift card is delivered in the form of an electronic gift code that the customer receives via e-mail from Frontier. Once the customer pays their initial bill (after accepting the promotion) they will receive their gift claim e-mail days after the service order posts.A Frontier representative has contacted Mr*** but has been unable to confirm where we are in the fulfillment process to proceedThe customer has been provided with direct contact information to provide additional details as it relates to this complaintWe
trust that this information will assist you in closing this complaint.Thank you,Amara H.Executive Customer Relations Specialist

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
What is stated for July 19th is correct; however, what is not stated is why there was confusion regarding the nonpaymentNo email or mail notifications were being received to the email address or address listed on the account, prior to disconnect, which has been assumed related to my two accounts running simultaneously--a fact that was never adequately communicated or ethically resolved.As records appear to indicate that I was never billed for 50/50, what was I previously being billed for? After reviewing my records, I see my monthly payment was $as of the end of As I always ofor paperless, I have no contract, no billing history, nor any additional specifics of my selected package or time with Frontier, prior to February 2017, when the disconnect occurred and the account technical issues surfaced.I did receive communication from Frontier on July 10; however, I did not respond, as this is a pending Revdex.com caseI have continued to pay my bill of $for 30/I have concerns regarding what my monthly rate is and whether it is subject to change over the course of the next seven monthsI do not feel the pricing quoted, my past payments, and the contracted rate align or seem reasonable given the circumstances.Additionally, I do not feel the business has been cooperative in understanding the time taken and frustration caused, particularly with regard to oversights and technical issues (on their behalf) with my accounts, as well as the treatment of my history with their company.
Regards,
*** ***

Frontier has reviewed Mr***’s account and found Internet trouble tickets reported in the past months. The first ticket was reported on 03/15/reflecting frequent Internet disconnects. On 03/19/the technician who repaired a power damaged aerial conductor and made
repairs. The second ticket was reported on 04/09/reflecting frequent Internet disconnects The complaint was escalated to the Local Area Manager who dispatched two technicians out to check the customer’s line. It was found that a section of cable was bad which was repaired. The technicians confirmed that the customer is running with good signal to noise ratios at the modem and has not lost connection since 04/11/ Frontier has applied credits totaling $equal to 1-month Internet service for the frequent Internet disconnect issue

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*** advises that he has experienced several issues with his telephone and Internet service from Frontier over
the last two years Frontier has investigated the above statements and offers the following response: Frontier advises that a repair was completed on April 3, to terminalsFrontier advises that an adjustment in the amount of $has been applied to Mr***’s account for the service issues he has experiencedFrontier spoke with Mr*** on April 3, who confirmed that his service is workingWe 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 received resolution from the businessI no longer need to hold this complaint
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 contacted Frontier customer service to adjust the monthly rate on her account with
no changes and with a new two-year rate.Ms*** advises that she received the return boxes for the equipment two days later and called and was assured all was taken care of.Ms*** advises that on February 2, there were several channels on her television that were no longer working and she had the same television package Frontier has investigated the above statements and offers the following response: Frontier investigated and advises that Ms*** has the same services and package that she had prior to the change.Frontier investigated and found that when the order was placed a system issue happened and some of the channels where dropped out of the package Ms*** subscribed to in error.Frontier spoke with Ms*** on March 2, and she was advised that all her channels should be working. Frontier has not heard back from her since that date.Frontier advises that credit has been applied to Ms***’s account for the issues that she experienced and she has direct contact information. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

The Complaint states that: Mr*** experienced TV service issues during the transition from Verizon to FrontierFrontier has investigated the above statements and offers the following response: Frontier dispatched a tech to the site on May 31, and replaced Frontier
equipment. Mrs*** confirmed the service is restoredThe account was provided an out of service credit of $280.13. The customer is satisfied and has been provided my direct contact information for future issues

Thank you for referring the complaint of Nicholas *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention
The Complaint states that:
• Mr*** states that Frontier missed two previous due dates for a service installation orderMr*** recently
requested a due date expedite on the latest installation date provided of September 26, 2017, but was only given a one-day due date expedite of September 25, Mr*** requests that his new service installation due date to be expedited to September 18,
Frontier has investigated the above statements and offers the following response:
• Frontier records indicate that on September 15, 2017, the service installation order was expedited from September 26, to September 25, and that no sooner due dates were available
• Frontier records indicate that the service installation order was completed on September 25,
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 Executive Customer Relations