Frontier Communications Corp.

HiThis issue has been resolved. Credit has been given for all the toll calls sent over by ** *** No more charges from them should be seen. We have issued credit for all late fees also. The customer had paid $on her old number of ###-###-#### on July 5, and a
payment of $on July 31. Both payment were credited on the new number of ###-###-#### on the August bill in the amount of $158.72. The next bill will be a little higher because *** issued the same credit we had issued so we debited that credit back to the account. I spoke to *** and provided her with my direct number should she find that she has made other payments.Thank YouSerena J***

Frontier has investigated the above statements and offers the following response: Frontier advises an isolated service order error prevented the order from being completed.Frontier has corrected the error and successfully completed the transfer of service November 30, Frontier issued
discretionary missed commitment credits and days credit for time Ms*** was not able to use.Frontier spoke with Ms*** December 5, and advised of the above 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

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 when he moved to a new address and transferred his existing Frontier internet service
there and added TV service to his package, he was quoted a total monthly rate of $84.99. He also advises that the first bill he received at his new address came out to $208.00, and that he was told by Frontier that it would be lowered to $Mr*** advises that his second bill totaled $298.00, and that he was told by Frontier that the bill would be lowered to $and given months of free TV service and free premium channelsMr*** advises that Frontier needs to honor the $monthly rateMr*** advises that there are wires in his yard that need to be buried Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** added the TV service to his package at the time the technician came to install the internet service at his new address. Frontier also advises that there are no notes stating that the customer was quoted $per month, and whether or not if that rate included equipment rental feesFrontier advises that the TV and internet bundle package price is $per month, and the rental fee for the digital video recorder is $15.00, which brings the total monthly rate to $plus taxes and surcharges.Frontier advises that the services were installed at the new address in the middle of the billing cycle, so the customer was billed for a partial month of service for the month April and the for full month of May in advance, which results in a higher bill. Frontier also advises that Mr*** had a $past due balance that carried over from the previous bill cycle, which explains why the first bill at the new address came out to $208.88.Frontier advises that the second bill came out to $145.13. Frontier did issue a credit of $to the customer’s account for that month, but the bill was still high because of a past due balance of $plus a late feeFrontier advises that the service wire in Mr***’s yard was buried on July 14, 2017. 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 review The Complaint states that: Mrs*** advises that Frontier has overbilled her Frontier has investigated the above statements and offers the following response: Frontier advises that there
were promotions missing on her account, they have been activated and backdated, we have a follow up scheduled 12/4/to make sure billing is corrected.Frontier spoke with Mrs*** on 11/10/and advised of the above, Mrs*** was satisfied with the resolution and has direct contact information for future concerns. 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

Frontier has investigated the above statements and offers the following response: Ms*** escalated as she has experienced three missed commitments on her transfer orderMs*** stated that she has contacted customer service several times and did not gain a resolution.Frontier
reviewed the transfer order (***) and found that it was written incorrectly.Frontier deactivated the transfer order (***) and placed a new transfer order (***).Frontier confirmed that the services were successfully transferred on 12/20/17.Frontier, per tariff, applied a billing adjustment for the miss commitments Ms*** accrued due to the initial transfer order (***) being placed incorrectly.Frontier has adjusted for the service outage experienced during the transfer of services. We regret any inconvenience that Ms*** may have experienced as a result of the above matter

Frontier advises credits and adjustments will process and post within 1-billing periodsAny credit adjustments issued to the account in December should post by February statement

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*** advises that her phone service has been out of service with a loud humming noiseMs*** advises she needs reliable phone serviceFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on February 1, and confirmed the service is working now.Frontier has investigated Ms***’s account and found documented tickets for a repeat trouble issue. Frontier has applied a credit adjustment to Ms***’s account for the days out of service that will appear on the February 22, bill statementWe 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 did call them in June twice in July august twice in september, october, november and twice in DecemberThe representatives I spoke to were extremely rude and disrespectful to my situation and especially the last one DESIREEI told her several times that both my parents were deceased and in the end she stated that I am not even authorized to close their account and I told her I have power of attorney for them and how are they suppose to call for disconnection when they are deceasedShe stated she would not process the disconnection notice until I sent a copy of the power of attorney to herI had no problem disconnecting all other utilities and services except from them and they gave me nothing but problemsI had to wait on hoid over minutes each time I called because they don't allow disconnection over the internetMost of the times my call ended up being disconnected somehow(This is a TELEPHONE SERVICE)I feel I should warn everyone not to sign up for their service they are unprofessional and money hungryI asked for a correct final bill by 12/31/and they never provided me one and now the checking account for the estate is closed
Regards,
*** ***

Frontier Communications Thank you for referring the complaint of Ms*** to our office for reviewWe
appreciate her bringing this matter to our attention The Complaint states that: Ms*** advises that she has been paying for Frontier Secure Backup and Sharing service, and her computer crashed on August 4, 2016. When she spoke to Frontier found out that the Backup service had not been downloaded to her computer Frontier has investigated the above statements and offers the following response: Frontier contacted Ms*** on August 9, and she advised that issue has been resolved and wished to close complaint 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.
This acceptance comes with a caveat, howeverIt was explained to me by the representative that the complaint/ticket needed to be closed due to time constraintsIt was understood by Frontier that the problem of internet issues still exists and that Frontier will continue to actively pursue measures to correct the problem(s)I accepted this proposal in good faith that the problem(s) will be worked on until they are resolvedHowever, if this turns out not to be the case, I will initiate a new, separate case in the future. 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
The tech was here and worked on my service, internet is still dropping and going offlineThe tech wanted to be notified before putting in a ticketMy husband spoke to the tech regarding the issue again and still haven't had it fixedFrontier internet is horribleI can't surf the internet without it dropping every time.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: The customer requested a new promotion on 11/04/that repackaged the plan and came with a two year term for $before taxes and surchargesThe customer was days into the promotion which did not
offer a grace period to make changesThe last Internet trouble ticket written on this account was 10/19/ticket number *** which was completed 10/20/16.A Frontier consultant has been in direct contact with *** *** and verified the promotion was removed on 02/02/and the Early Termination Fee was waived

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 $

Thank you for referring the complaint of *** *** to our office for
review. We appreciate him bringing this
matter to our attention.In the complaint Mr*** expressed concern regarding a Frontier
advertisement he received in the mail. The offer was for telephone, internet and
TV, without a contract, a free
router for months and a$Amazon Gift Card. The bundle was to be $per month,
excluding the TV equipment charges.Our records indicate the customer placed a new installation order on
February 9, 2017. The installation was
completed on February 14, 2017. The
offer the customer requested was not processed on the account. The order included the Qpromotional
offer; rather than the Qpromotional offer. As a result, the customer did not receive the
$Amazon Gift CardOn April 20, 2017, order *** was issued to switch the customer’s
promotional discounts from the Qto Qand apply the $Amazon Gift
Card. The order was backdated to the
original date of installation. The
changes may take up to two bill cycles to post to the billing statement. A Follow up will be required to ensure the
accuracy of the monthly rate and promotional discounts. The customer will receive the Amazon Gift Card redemption notification
via email. Frontier attempted to contact Mr*** April 20, but was
unsuccessful reaching him. We sincerely apologize for the inconvenience this matter has
caused. Should Mr*** wish to discuss
this matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia T***Executive Customer RelationsFRONTIER
COMMUNICATIONS

The Complaint states that: Ms*** states that she has been charged more per month than what she was quoted Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to contact Ms*** on October
and 19, with no response as of October 19, 2016.Frontier also states that correspondence was sent to Ms*** to contact below Frontier representative

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate your bringing this matter to our attention According to the complaint: Ms*** is disputing termination penalties that were billed upon closure of the accountMs*** states they
left to another provider due to repair issues on the account. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had found one repair ticket reported in 2017.The repair ticket had an original due date of November 15, 2017. The technician had missed the appointment and was re-scheduled for the following morning.The customer advised the technician to not arrive that morning, as they were taking their services to a competitor.Due to only one reported repair ticket in 2017, Frontier finds the termination fees for the three remaining months to be valid and sustainable.Frontier had applied a $credit to the customer’s invoice on January 18, due to the missed repair appointment from November 15,

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.The response from Frontier doesn’t satisfy me or make their
actions acceptableI have no recollection of actually talking to a Frontier
spokesperson in or But to claim that a collection attempt in August
makes shutting off my service year later acceptable, is poor business
practice and customer service. At the
very least, a letter should have been mailed in 2016, prior to disconnecting
the service. The contact I had with
Frontier in was after the service was disconnectedWhile talking to these
reps, they admitted Frontier made a mistake
Regards,
Mr*** ***

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.There was no offer Lisa from Frontier called and at the time I was busy and could not put my hands on our "Pin" number to review our account I have that information now and have placed another call in to Lisa to see if a resolution can be reached The only resolution that is satisfactory to me is for Frontier to clear my account for the contract we never assumed and the maintain they had with the former owner
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] We purchased the assets of *** *** *** on June 30, The former owners apparently had a verbal contract with Frontier, which we were not aware of We did not assume any of the liabilities of the former owner as stated in our purchase agreement dated 6-31- We later changed phone services (in part because of an constant buzz in the background of the business phone line that we could not resolve after several attempts.) The contract with the former owner was never assigned to us nor did we agree to any contract with Frontier verbally or in writing We have paid all of our phone bills up until the time of cancellation Frontier continues to bill us for the balance on the contract they say they had with the former owner and has turned our account over to a collection agency We want the collection efforts to stop I we can't solve this issue through the Revdex.com, we will pursue legal action We pay our bills promptly each month, but do not believe we should pay for services we never agreed to nor received
Regards,
*** ***

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

Thank you for referring the case of *** *** to our office for review. We appreciate you bringing this matter to our attention. Frontier has been unable to locate Frontier account with the information provided by Ms***. In order to proceed with our investigation Ms
*** would need to provide the account numberFrontier has tried multiple times to contact Ms*** and have not heard back to dateWe apologize for any inconvenience this may have caused Ms***. We trust this information will assist you closing this issueFrontier Executive Relations