Frontier Communications Corp.

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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises he has billing discrepancyFrontier has investigated the above statements and offers the
following response: Frontier spoke to Ms*** *** on behalf of Mr*** on October 13, 2017. Frontier explained that we corrected the billing and issued adjustmentMr*** and Ms*** are 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

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

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

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

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 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,
*** ***

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

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 was billed $by Frontier for services that were never installed at her homeShe also advises that the technician did not come out on the correct date, so she cancelled the service. Ms*** advises that her account needs to be credited in full since she never had any service with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Ms*** should not have been billed anything since no services were ever installedFrontier spoke with Ms*** on August 31, and advised her that the balance on her account will be zeroed out, so she will not owe anything to Frontier. 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*** states he would like to disconnect his Internet service without a penalty for doing so. Mr
*** has tried to get the service to work as it was supposed to and it just hasn’t yetFrontier has investigated the above statements and offers the following response: Frontier found Mr*** was on a commitment which he had not chosen to do in the beginning, Frontier will waive the early termination fee.Frontier also placed the disconnect order that will disconnect the service on May 7, 2018.Frontier spoke to Mr*** on April 19, and he is satisfiedWe 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 find that this resolution is not satisfactory to me however it allows me to wash my hand of association with companyNo contact has been made by company regarding resolution as promised despite same day paid in full.
Regards,
*** ***

Thank you for referring the complaint of *** W*** to our office for reviewWe appreciate him bringing this matter to our attention. The complaint states that: Mr*** advises that he signed up using Frontier’s on line order process for new Internet, telephone and Dish
network services for the price of $a month and was given a new telephone number instead of porting in his current telephone numberMr*** advises that a new port in order was placed to get his current telephone number working and took two weeks to complete. Internet was not working for another week and then received two bill statements for both telephone numbers and was billed incorrectly.Mr*** advises that he was to get a military discount, and was denied. He was not advised that he needed to fill out paperwork to get it applied to his account. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s monthly charge is $plus taxes for his Internet and telephone. Dish network monthly charge is $a month.Frontier advises that the Military discount was added to the account on September 6, for a $a month credit off his billFrontier advises that a total credit in the amount of $has been applied between the two bill statements. As of December 31, the bill statements have zero balances.Frontier has made several attempts to reach Mr***, unfortunately, our attempts have been unsuccessful. Frontier has mailed a letter with a point of contact should Mr*** need further assistance with his complaint. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the additional concerns of *** *** to our office for reviewWe appreciate Mr*** bringing these concerns to our attention.The additional concerns state:• Mr*** states the dates referred to in the company response are incorrect, that he attached the original sales order and terms and conditions.• Mr*** states the Gift card, price and ryder showing no contract nullify and void #in the terms and conditions provided.• Mr*** states there is no document that states a 90-day continuous service is required to qualify for the gift card and if there is one, it is irrelevant to this agreement. Frontier has reviewed these additional concerns and offers the following response:• Frontier records show the order to establish service completed on 11/3/and Mr*** was billed for services beginning 11/3/16.• The original sales order attachment provided by Mr*** lists the $amazon gift card selected specifying no contract Mr*** was not under contract with Frontier.• The terms and conditions attachment provided by Mr*** is the Residential digital phone and high-speed Internet service terms and conditions The Amazon promotional offer has additional terms and other restrictions apply These terms can be found online at Frontier.comAccording to the terms, “Amazon Gift Card will not be fulfilled for accounts canceled before days or that have not paid in full for the first days of serviceAmazon Gift Card offer may not be combined with other offers on the same servicesTaxes, governmental and other Frontier imposed surcharges applyFrontier reserves the right to withdraw this offer at any timeOther restrictions apply.”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

Thank you for referring the complaint of *** B *** to our office for reviewWe appreciate him bringing this matter to our attention. The Complaint states that: *** B *** states he had issues with serviceFrontier technician did not show on two separate occasions***
B *** cancelled service and money was to be reimbursed for the months he paid and did not receive services*** B *** states Frontier reimbursement check was denied without informing him*** called a second time to inquire and Frontier representative states they are not sure why check was denied and would redo the requestThe second check was denied as well and Frontier contacted a billing collection agency for the amount he was told not to pay Frontier has investigated the above statements and offers the following response: Frontier spoke to *** B *** on December 1, and discussed how Frontier takes days to finalize an account that has been cancelledIt could take up to days if the customer has any long distance calls that have yet to be billed to themFrontier shows bill paid in full and per memo on account states a letter was emailed to *** to state his account was paid in fullFrontier informed *** B *** that coaching will be provided to representative that told him not to pay his billNo reimbursement due *** had final bill process for amount of days he had service up until March 17, when he disconnectedFrontier explained to *** B *** that the collection agency was informed that payment has been made in full We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

Frontier advises that Ms*** has disconnected her account on April 15, Frontier has not had the opportunity to troubleshoot any service concerns Ms*** may have been experiencing due to the converting over of systems from Verizon to FrontierFrontier advises that all affected
customers were sent a notification in January explaining that their provider would change from Verizon to Frontier in late MarchAdditionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for Verizon as the new service provider and to publicize the website meetfrontier.com, which provided extensive information about the transition including FAQs and other important informationFrontier closed the transaction to acquire Verizon Wireline services up to and including Verizon contracts therefore she would be responsible for any early termination fees

Initial Verizon promotions had $worth expire 11/30/The April 4th should show a newly discounted rate

Thank
you for referring the complaint of Mr*** to our office for reviewWe
appreciate your bringing this matter to our attentionAccording to the complaint:MrCustomer advises he terminated his Fios TV service on October 21, and returned
his equipmentHe was billed for unreturned equipment in December After several attempts, the matter remains unresolved and now he’s being warned of collection proceedingFrontier has investigated the above statements and
offers the following response:Frontier account notes indicate Mr*** called the business office today to dispute his final balanceThe representative was able to escalate this issue and the amount of $+ tax has been manually submittedPlease allow 1-billing cycles for the account to reflect a zero balanceWe trust this information
will assist you in closing this complaintFrontier apologizes for any
inconvenience the customer has experienced as a result of this matterThank you,Edna VExecutive Customer
Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionAccount # 310-374- The complaint states that: Mr*** advises on March 28, he reported an issue with his one HD set top box for
his television. Mr*** advises that he received a new set top box and was not the correct one. He received another set top box and it was bad not working. Mr*** requested an expedited delivery and was promised next day delivery which was not completed.Mr*** advises that he requested a technician to deliver the set top box to his house and was scheduled for April 14, and no technician called or came out. Mr*** called Frontier on April 15, and the representative advised the ticket was dated for April 18, 2018. A new ticket is now opened for May 2, Frontier has investigated the above statements and offers the following response: Frontier investigated and advises Mr*** was first sent an incorrect set top box and then sent a second and then a third set top box and both of them did not work. Frontier uses another company that supply’s our equipment.Frontier placed a ticket on April 15, for the technician to go out on April 18, and Mr*** advised that he would be out of town until May 2, 2018.Frontier advises that a technician went out on May 2, and replaced his old set top box with a new set top box.Frontier advises that credit has been applied to Mr***’s in the amount of $for the inconvenience he experienced and will show on his next bill statement

The Complaint states that: Ms*** advises that she has received a collection notice in the amount of $that she does not believe that she owes, having paid her final balanceFrontier has investigated the above statements and offers the following response: Frontier advises
that after a thorough audit of Ms***’s account, we have credited the balance of $due to it being invalidFrontier advises that we have removed the debit from credit bureau reporting.Frontier advises that despite our best efforts, we were unable to reach Ms*** to advise of the aboveDirect contact information has been provided

Frontier advises Mr***’s internet service
was installed on August 12, The account was not disconnected until
September 2,
Frontier advises between the time of
installation and disconnection, 24,minutes of internet usage has been
detected
Frontier has credited Mr***’s account
$for the installation, however, charges for the internet service
are accurate as there was usage.
This leaves an account balance of $