Frontier Communications Corp.

Frontier CommunicationsThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to
our attentionThe Complaint states that: Mr*** states that he received his July statement billing for services that he has not used
or requested the vacation discount to be removed fromMr*** has requested all services to be terminated and to not be billed for services that he is not usingMr*** states he was told that the services cannot be terminated until August 21, Frontier has investigated the above statements and offers
the following response: Frontier has reviewed the account and found that the account had exhausted the maximum of nine months of vacation discountServices started billing on July 14, Frontier advised that due to policy, services are closed effective with the last date of the current bill cycle, which in this case, is August 21, Frontier has decided that due to the circumstances in which customer does not reside in the state of the connected services, we will manually credit service charges from July 14, through August 21, 2017, once the final bill generates on August 22, Frontier called and spoke to Mr*** to advise, and set up a follow up call once adjustments have been madeAlso, customer has been advised that he can return equipment at his earliest convenience. 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 matterFrontier Specialist: Erinn F*Department: Customer 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

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*** is disputing the early termination fee that was billed to Frontier when he canceled his services Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s account and advises that Mr*** agreed to a year commitment which provided him monthly discounts on his Frontier business account. Frontier advises that Mr*** is responsible for the early termination fees.Frontier spoke with Mr*** on March 27, 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 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

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,
*** ***

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,
*** ***

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*** was advised by a technician that if she was moved to a different remote she would be able to receive a faster speed of Internet Frontier has investigated the above statements and offers the following response: Frontier has placed an order for Ms*** to upgrade her services on March 10, 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

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,
*** ***

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 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.*** states that the service was cancelled on May 16,when she was not able to get a tech out to their home for a service call for at least daysMs.*** states she is being billed for services after she disconnected her service and was told that she would receive a credits of $and $ Ms.*** wants credit on the account and all negative information pulled from the three credit reporting agencyFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and we do not show any notes or orders placed to disconnect the service on May 16,2016Frontier shows the service being disconnected on August 8,2016Frontier shows a repair ticket created on May 05,which was cancelled but that is just for a repair ticket.Frontier reviewed the two credits which were pending review and there is no notes or order number to support that the service was to be cancelled on May 16,2016, the credits were denied.Frontier called and left a messages to review the case 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

The Complaint states that:
Mr
*** advises that he is owed a credit of $He has attempted to
resolve with Customer Service on several occasions and the credit has not
been processed
Frontier has investigated the above
statements and
offers the following response:
Frontier advises that after
review, the credit of $has been applied to the customer’s accountFrontier attempted to reach
Mr*** but was unsuccessfulProvided direct contact information and
advised via voicemail that the credit has been applied

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 Ms.*** bringing this
matter to our attention The Complaint states that: Ms*** disconnected her Frontier service on Aug 24, but continues to be billed for service after the disconnect dateMs***’s bill also included charges from Dish NetworkMs*** would like the billing to stopFrontier has investigated the above statements and offers the following response: Ms*** placed a disconnect order of Frontier service on August 25,2017.Ms***’s bill cycle is the 22nd of each month.Frontier bills one month in advance.Ms***’s August 22nd bill included advanced billing from Dish Network inin the amount of $91.26.Dish Network issued credit for $35.29, leaving a balance owed to Frontier of $55.97.Frontier issued credit for $internet service for the month of August.The remaining balance for the internet is $Frontier customers are assessed a $broadband processing fee upon disconnection.The final bill included $in additional feesMs*** has been provided a detail breakdown of said charges and charges are validWe 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 Mr*** D***
to our office for reviewWe appreciate Mr***
bringing this matter to our attention.The Complaint states that:Mr*** ***
states he has had nothing but trouble after adding internet service to
his
Frontier account.Mr***
is requesting to have the service restored properly.Frontier has investigated the above statements and offers the
following response:Frontier advises we spoke with Mr*** on November 8, and confirmed completed repair with Trouble Tickets.We further reviewed with Mr*** after service was repaired by November 8, and agreed to total credit amount of $64.12, due to the outage.Our expectations are that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening againWe trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr*** D***
has experienced because of the above matter.Frontier
Specialist: Bridget Gill Department: Executive
Relations

Frontier CommunicationsComplaint Number: 12123071 Company
Code: Click here to enter
text.Thank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mrs*** advises that her services were cancelled back in February however she is still receiving bills with Dish Network chargesFrontier has investigated the above
statements and offers the following response:Frontier records reflect that Mrs*** services were disconnected on February 22, Frontier assumed the charges from Dish Network which caused additional billingFrontier has requested the charges to be sent back to Dish Network and issued an additional credit of $to zero the Frontier billFrontier representative has spoken to Mrs*** and advised of the credits issued.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.Frontier Specialist: Tocoma
K. Department:
General Manager

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

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 ***, 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 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