Frontier Communications Corp.

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

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 that she canceled her telephone and television with Frontier yet she is still
being billed for these services Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***-***’s accountFrontier states that there was an error on the order placed to remove the telephone and television servicesFrontier advises that the order was completed on September 24, and has been back dated to August 19, Frontier spoke with Ms***-*** to advise her that she will receive credits for these errors on her next Frontier statementMs***-*** is satisfied with the resolution and has been provided with direct contact information if she has further questionsWe 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 find that this resolution is satisfactory to me I begrudgingly accept the resolutionThe company's policy along with poor customer service is still an issueBut due to the fact this company has a monopoly in my area I do not have another option for serviceTh fact that they require an individual to prove to them proof of ownership even with a credit history and deposit because of a previous individual not paying their bill is absolutely ridiculousThe company should improve in customer service overallThey exhibit issues in communication with customers, following up,and providing inconsistent information with customersIn addition, making customers feel as if they are dishonest is just bad business. 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

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 spoke to Rick. He was manipulating every sentence. Big time liar. When I told him with proofs that he is lying, then he offered me $credit. I told that since Frontier failed to fulfil initial contract, so, I should get $per month for by Internet. He said OK and hungup the phone
Regards,
*** ***

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*** advised she was billed for service after her account was closedFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on January 16, 2017, and reviewed account.Frontier found due to a system error Ms***’s account was billed incorrectlyFrontier issued credits for $and corrected her final balance to $48.28.Frontier advised a corrected billing will not be generated until billing cycle of February 2, 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 *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention
The Complaint states that:
• Mr*** states Frontier has billed him for phone accounts
• Mr*** states he received a call from
Frontier advising the last payment posted was in NovemberMr*** states he did make payments in January and February, and has the bank statements to prove it
• Mr*** states he has requested fraud packets to be sent out on occasions
Frontier has investigated the above statements and offers the following response:
• Frontier records show when Mr*** moved from one location to another, when this happened a move order was placed and a new phone number was providedThis order completed on 04/17/in error and was disconnected on 12/14/17, Frontier has credited the account in full which will reflect on the 03/15/statementFrontier records show a different number was installed 09/11/which is currently Mr*** active account
• Frontier records show payments made 11/17, 01/18, 02/and 03/The payments made 11/17, 01/18, 02/were transferred to the account set up in error and have since been transferred to the active accountFrontier has corrected the bill and spoken to Mr*** advising him of the revised bill balance
• Frontier has advised this is not fraud, instead accounts were set up at the current address
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

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 used Frontier service at my current address or since June 30, Because of the bungled movement of service which required me to take days off of work and over hours on the phone with them for nothing, I requested cancellation of my accountThe employees I spoke with refused to cancel my service asking me to give them another chanceThey then went ahead and transferred the service to my current address even though I had already requested cancellationI did not and do not have a contract with Frontier when I requested cancellation of my accountThe primary issue is not the bungled service movement--which was in itself a very costly inconvenience for me--but the fact that Frontier continues to bill me even though I requested cancellation of my account and have not used their services since my request to cancelWhat I am requesting is a successful cancellation of my account as well as the cancellation of the charges they have continued to bill to me since my cancellation request and my ceasing use of their services (i.e., since June 30, 2016). I have attempted to return the two voicemails they have left for me but have not yet spoken with them directly.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that the process for a Frontier account closure and refund is days.Frontier advises that the funds were processed on December 10, and sent to *** on December 12, 2016. *** can
take 14-business days for processing and dispersing the funds to a customerFrontier advises that Mr*** can contact *** via phone with contact number: ***. 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 find that this resolution is satisfactory to me.
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 except the wording on the total amount I will be billed going forward Frontier has assured me verbally on 09/08/that I will be billed between $and $per month, however, the resolution statement made by Frontier to the Revdex.com indicates my bill will be $monthly which is incorrect I agree to accept closure of this case as long as my bill is no higher than $TOTAL per month, INCLUDING taxes as this is what I was quoted when I purchased the services initially If this price/billed amount of $- is not honored, I will file another complaint with the Revdex.com.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 he paid a $deposit to Verizon in February Frontier has investigated the
above statements and offers the following response: Account research shows a payment investigation was opened in November However the ticket was closed referring the customer to Verizon billingIn order for a new payment investigation to be opened the customer will need to provide proof of payment for the $deposit. A Frontier representative attempted unsuccessfully to reach Mr***A contact letter was sent on February 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 Specialist: Amy Buchanan Department: Consumer 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: Ms*** is disputing a $ late fee after she paid her bill on timeFrontier has investigated
the above statements and offers the following response: Frontier advises Ms*** did not pay the full bill amount and in turn was billed a $late feeThis is the third month this has occurredFrontier credited the first two late fees at $ each.Frontier advises Ms*** is aware the full balance of the bill needs to be paid to not incur any late feesThe September late fee is valid.Frontier spoke with Ms*** on September 18, and advised of the aboveWe 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 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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** is upset with Frontier’s advertising. Each month her bill goes higher and higher with
hidden fees and taxes. Ms*** wants to cancel if this is going to continueThen she was told she was under contract and would have to pay an early termination fee if she were to cancel. Ms*** is very upset by all of thisFrontier has investigated the above statements and offers the following response: Frontier pulled the original call and listened to it she was told her package would be $plus $for her extra television box plus her taxes and surcharges.Frontier has reviewed the account and found Ms*** is not under contract she is free to choose another provider at any time without a penalty of an early termination fee. Frontier has issued a credit for a billing error on the first bill that Ms*** had. Frontier also will issue a $credit to Ms***’s bill for 12months for all of the issues she has had. Frontier spoke with Ms*** on January 18, and she is satisfiedWe 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 attentionThe Complaint states that: Mr*** disputes billing and collections activity on an account he states was established without his knowledge. The
account is located at an address with existing service.Frontier has investigated the above statements and offers the following response: Frontier finds that due to a Frontier error a new residential internet account ***was established on October 12, 2016. There was an existing business account at the same location.Frontier has waived all charges associated with ***.2. The closed account currently reflects a zero balance due.Frontier has processed AUD (automated universal data form) control number *** to request all collections activity be deleted in relation to Mr***’s disputed account.Frontier advises that collections reporting agencies can take up to days to update their records.Frontier has provided Mr*** with a letter providing the deletion control number by email and mail.Frontier spoke with Mr*** on March 20, to apologize for his experience and to provide the above informationWe 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

Tell us why hereThank 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 she requested her service be moved to her new location and it was not installed but she
is continuing to be billed at her old location Frontier has investigated the above statements and offers the following response:Frontier spoke to Mrs*** on November 3, and advised the bill has been credited to a zero balance, and a request has been sent to remove from credit. 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 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

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

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,
*** ***

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