Frontier Communications Corp.

Frontier advises that Ms*** has not been billed, and will not be billed for Frontier security products.Frontier advises that the service and equipment codes for this Frontier Secure product were added to an order on June 2nd, Those codes were subsequently removed and the order was not
completedFrontier systems sends an automated email response to these codes being added to an orderMs*** has not been enrolled in this program.Frontier advises that a Frontier representative has attempted to contact Ms*** multiple times to discuss this complaint and has been unsuccessful.Frontier advises that Ms*** has been provided the direct contact information for a Frontier representative by voicemail and email should she wish to discuss this matter further

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 appreciate Frontier crediting my account because they could not deliver the 6M speed they sold meI would also like this to be removed from my credit report. It should not have gone to collections because I contacted the several times starting the day the installer told me I would need to contact customer service to get approval to bind lines in order to get 6M of internet speed. I was only getting 1.3M of internet speed and couldn't use the service for my applications. Please ask the company to remove this from my credit report
Regards,
*** ***

The Complaint states that: Ms *** stated she opened an internet account and found she was unable to receive the serviceShe cancelled the service and was told the billing would be fixedShe later received a letter from a collection agencyFrontier has investigated the above statements and
offers the following response: Frontier found that Ms*** did not have properly working internet and sent a repair technician to the premiseThe technician indicated she would not be able to get consistently working internet at her locationMs*** was credited $61.18, which brought the balance on the account to zeroFrontier sent notification to the collection agency regarding the status of the account

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 is not being billed properly for the services that he has with Frontier. Frontier has
investigated the above statements and offers the following response:Frontier investigated Mr***’s accountFrontier determined that there was an error on Mr***’s account.Frontier advises that Mr*** has terminated his Frontier servicesFrontier advises that Mr*** will receive prorated credits for the current September statement on his final billing.Frontier adjusted Mr***’s account in the amount of $for the billing errors.Frontier spoke with Mr*** and he was satisfied with the resolution. 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 advises October 8, Mr*** placed a service order for telephone and high speed internet up to 7mbps and Frontier activated services effective October 11, Mr*** was advised monthly fees would be $plus taxes and surcharges and one-time non-recurring charges would be $for the modem and $delivery feeFrontier received a chat request from Mr*** November 20, requesting to disconnect service however was advised he would need to speak with another department and Mr*** advised he didn’t have the time and would contact againFrontier advises the account was suspended for non-payment November 30, and has since been completely disconnectedFrontier has issued discretionary credits rerating the bill to one month of services and one-time non-recurring charges leaving balance owing $Frontier’s position on this matter has not changed

Revdex.com:
I I cannot get the download attachment to attach but it is for internet and for TV they were charging me well over that amount regardless they do owe me some money they also me a credit for the DVR and the other desktop item that I had I never received a credit
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,
*** And *** ***

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 she has been without telephone service for three weeks Frontier has investigated the above statements
and offers the following response: Frontier spoke to Ms*** on May 5, and she confirmed the service is now working, per the technician a neighbor down from her cut the drop line while digging a hole for a new mailboxFrontier has issued a credit on Ms*** account in the amount of $for the issues she has experienced 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 this matter being brought to our attention The April 10, billing statement total amount due was $for services rendered from April 10th thru May 09th, Effective April 15,
the customer ported the Fios Digital Voice Billing Telephone Number to another providerOur records do not reflect that the customer continued be billed for monthly recurring charges after the port out date The May 10, billing statement contained a past due balance of $from the previous billThis past due balance combined with prorated credits totaling $brought the past due balance to $The total amount due was $ An Early Termination Fee in the amount of $was included in the total amount due A credit adjustment in the amount of $was issued and posted to the July billThe July 10, billing statement contained a past due balance of $from the previous billThe past due balance combined with the credit adjustment of $left a remaining past due balance of $ We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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 is not getting the speed of Mps he is paying for service, and he is
receiving Mps yet he is paying for Mps Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate that *** *** spoke with frontier support via chat on august 8, Frontier advises upon reviewing the account our records indicate Frontier’s technical support was advised by *** *** was receiving Mps on his downloads and Mps for upload speed wirelessly to his laptop.Frontier advises that the internet speed that Mr*** is Mps download / mps uploadFrontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over timeFrontier has made several attempts to reach *** Miller ; however, Frontier has been unsuccessful in speaking with himWe 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 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

Frontier has investigated the above statements and offers the following response: Frontier reviewed the call transcript from August 26, Ms*** contacted Frontier because her Frontier Secure (internet security) alerted her that she may have a virus.Frontier advises that Ms
*** spoke with a Frontier Secure agentThe agent attempted to verify Ms*** security information in order to move forward and assist Ms*** with her concernFrontier advises that the agent had to contact member services, a vendor group known as CSID, to assist Ms***The call was transferred to the CSID agent for further verificationFrontier advises that management has confirmed that mortgage information as well as credit card information can be one of the credit questions that is asked to authenticate a memberFrontier advises that the questions asked by Ms*** were not fraudulent nor was the attempt of fraud committed. 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

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you bringing this matter
to our attention*** *** states that she is
contesting a balance of $that shows as past due on her accountMs*** contacted Frontier
Communications regarding the above concernFrontier finds that the balance of $was validThe balance contested is due to a payment reflected as paid within the Frontier system in June However, during a most recent billing audit conducted by Frontier Communications, we found that payments recorded on several customer’s account were not truly madeThe $balance was charged back to the customer’s account and combined with the $payment made on February 10th, left a recorded payment of $Even though the balance is valid as the payment was not truly received, Frontier will, as a courtesy, credit the balance contested amounting to $This credit adjustment has been appliedThis leaves the account at a $balance until the March 22nd, bill generatesA Frontier representative spoke with Ms*** to relay the above information and she expressed satisfaction.We trust this information will
assist you in closing this complaintWe apologize for any inconvenience that Ms
*** has experienced as a result of the above matterFrontier Specialist: Austin
B. Department: Consumer
Relations

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*** had an Internet outage and was promised a credit and never received itMs*** would like a credit of $to cover data costs when Frontiers Internet was out Frontier has investigated the above statements and offers the following response: Frontier will only issue credits for services charged that you did not receiveFrontier has credited one month credit of $for Internet service 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 Mr
*** bringing this matter to our attention The Complaint states that: Mr*** advises that charges for his internet and television have increased since the transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier has made several attempts to contact Mr*** regarding this issue and was unsuccessful in speaking with himFrontier has mailed Mr*** a letter with direct contact information if he needs any additional 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 not changed our stance, Ms*** has been advised that she needs to allow us to send her the fraud packet or can contact our collections department to discuss a settlement

Thank you for referring the complaint of Toby *** to our office for reviewWe appreciate you bringing this matter to our attention
The Complaint states that:
• Mr*** payments were not being applied to his account
Frontier has investigated the above statements and offers the
following response:
• Our records indicate, it was determined the formerly Verizon customers were supposed to change their autopay to match Frontier’s account number, in order for payments to apply to the correct accountUnfortunately, this did not happen with Mr*** account, causing payment to continue to apply to Verizon account
• After further review due to Mr*** multiple attempts to rectify the problem, issue has been resolved
• We do no not have a valid phone number to reach customer
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced because of the above matter

Thank you for referring the complaint of *** D *** to our office for reviewWe appreciate *** D *** bringing this matter to our attention. The Complaint states that: Mr*** advises that Frontier Communications is charging them an early termination fee
even though they have been customers since Frontier has investigated the above statements and offers the following response: Frontier advises that there was no early termination fee charged to the account and we have also credited the account for time out of service.Frontier spoke with Mr*** on 10/25/and he understands the balanceMr*** has direct contact information for future concernsWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** D *** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier made contact with internal promotions department to conclude that Miss *** was emailed an Amazon Gift Card code on 01/29/to the Frontier email address on the accountTo ensure Miss ***'s reciept of
the gift card Frontier resent the $Amazon Gift Card code to the email address listed on complaint.Frontier spoke with Miss *** and confirmed the Gift Card was recieved.Miss *** presented no further concernsWe 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 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

Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that: Ms*** was sold 150/speed Internet, it is not currently available. Ms*** had the fastest speed
available at this time installed on January 2, 2018, which is the 75/speed. Ms*** would like to cancel her contract without being charged a cancelation fee if the product cannot be delivered immediately Frontier has investigated the above statements and offers the following response: Frontier has tried contacting Ms*** several times and only has been able to leave her messages. Frontier sent her a letter with a direct contact for her convenience 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