Frontier Communications Corp.

Frontier responded immediately on 7/when the customer brought a video issue to our attention and confirmed that the issue was resolvedA technician is scheduled to come out to the house to resolve another video issue on 8/23/and the customer has a direct number to an executive customer
relations representative should there be are other concernsThe has been no reported outage that would warrant compensation

Frontier CommunicationsThank you for referring the
complaint of Jarod
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mr*** states that he was quoted $for his internet services.Mr*** also stated that when he received his bill it was higher than what he was quoted.Frontier has investigated the above
statements and offers the following response:Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original 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 Specialist: Tocoma
K. Department:
General Manager

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 was billed for services she did not receive.Ms*** is requesting that the
balance be cleared and credit back for payments that have been made Frontier has investigated the above statements and offers the following response: Frontier records show Ms*** is being charges $per month before applicable taxes and surchargesFrontier advises that Ms*** was billed installation fees of $in errorFrontier advises that adjustments were done to remove these chargesMs*** was billed in late charges and this was also adjusted off her bill as a courtesyFrontier has investigated the account and advises that there was a report of internet service issues on November 22, and was completed on November 28, Ms*** received an adjustment in the amount of $for the loss of servicesFrontier did not find any evidence that there have been any other reports of a service outage for Ms***’s accountFrontier advises that Ms*** received an additional courtesy credit of $69.16.Frontier spoke with Ms*** on February 8, to review this information with her 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 bringing this matter to our attentionThe Complaint states that:Mr*** advises he was billed higher than he was quotedFrontier has investigated the above statements and offers the following
response:Account records show Mr*** subscribes to Frontier Ultra Internet and digital phone essentials $47.00, Non published listing ($3.65) for 50.65.Research determined Mr*** was quoted $for internet and telphone serviceThis excludes non published listing for $and applicable taxes and surchargesFrontier advises the Carrier Cost Recovery Surcharge is assessed on a monthly basisIt recovers various costs, including long distance carriers incur in admistration of Universal Service Fund, National Fund for Telecommunications Relay service, regulatory Expenses and Complaince itemsA Frontier representative attempted unsuccessfully to reach Mr***, however direct contact information was providedWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter.Frontier Specialist: Amy Buchanan Department: Consumer RelationsTelephone Number: *** ** *** Fax Number: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: *** advised that after he made changes to the account and the Land phone stopped working and that we missed
appointments to correct issueMr*** was without phone service for days Frontier has investigated the above statements and offers the following response: Frontier spoke to *** and confirmed that land phone is working since Wednesday December Frontier provided credit for missed repair appointments and days of phone out of service creditMr*** agreed to and understands Credit process 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

Revdex.com:I don't know if there's anything left to doThis was 100% frontiers errorThey are misreporting the events as they happenedAnd I spent over hours on the phone with different phone reps with no resolutionThe fact that it took Revdex.com to get involved was ridiculousThe tone of this response is quite different from the phone call I receivedI was told this was a customer service error on their partThat they have been onboarding a new contracted service rep company and that they have received a "number" of issues like thisI have forwarded my case to the Minnesota State Attorneys General for their reviewThis whole event was incompetent at best and dishonest at its worst
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. Frontier called me and we have resolved the issues in the complaint
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe complaint states that: Ms*** advises that she is having difficulty porting her telephone number from Frontier. Ms***
advises she has been using her telephone service since last year. It is listed as a business opposed to a residential line in Frontier system and needs to be corrected in order to port out the telephone numberFrontier has investigated the above statements and offers the following response: Frontier investigated Ms***’s account and determined the working telephone number that Ms*** has is a Frontier telephone number that Frontier uses. The telephone number was set up in error which results in not being able to be ported out.Frontier spoke with Ms***, on February 9, and advised her of what happened and that her working telephone number cannot be ported out.Frontier advises that Ms*** requested that her account be closed out as of February 9, and was back dated to January 26, for credit 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 him bringing this matter to our attention.The Complaint states that: there were issues with Internet installationFrontier has investigated the above statements and offers the following response:Frontier
called Mr*** on three separation occasions and was unable to reach Mr*** by telephone, a voicemail was left each timeFrontier did send a letter to Mr*** as well letting him know that we have been trying to contact himWe 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 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

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 the credit on her bill be refunded. Ms*** also states she has made many attempts to get this matter resolvedFrontier has investigated the above statements and offers the following response: Frontier left Ms*** a message on her voicemail on August 4, and verified the credit balance on her July 28, bill statement in the amount of $will be credited back to her online bill pay payment source in 3-business daysWe 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 would like to keep this open until Dish contacts me to tell me that they have waived the feeI believe Frontier has done all they can and I appreciate their help in this matterI like the fact of Dish waiving the fee, but I do not trust that it will be done until they contact me and send me a paid in full bill or some other notice showing it has been taken care of by them
Regards,
*** ***

Thank you for referring the complaint of *** & *** *** to our office for reviewWe appreciate them bringing this
matter to our attention.The Complaint states that: *** & *** *** states they have a telephone line that is strung through trees and exposed to the elements. As a result, this interferes with the service. Frontier has investigated the above statements and offers the following response:Frontier’s investigation found that *** Energy widened the road and cut our line. Due to the widening, there is no longer an easement for us to work with. In order to get the service working, we rerouted the line through a wooded area. Frontier sent this to our buried contractors who stated that they were unable to plow due to brush. Frontier dispatched a technician on January 8, to clear the right of way needed so that the buried drop group can place a new line. This has been expedited, however, we may have to wait until the weather warms to be able to physically bury the line. Frontier has made attempts to reach Mr& Mrs***, however, our attempts have been unsuccessful. We left our contact information on the message device, should they have any further questions or 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Ms*** *** advises her father was without TV service and he is elderlyMs*** *** advises she would like the service
repaired and credit or to cancellation without penalties Frontier has investigated the above statements and offers the following response: Frontier advises the records have been reviewedFrontier gave a commitment date to repair her father service on November 29, Frontier advises they spoke with Ms*** on November 30, and the service are now workingMs*** has received her out of service credit in the amount of $This will reflect on next month billing We trust that this information will assist you in closing this. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** states that she advises Frontier the she would call us back when she is ready to set up service at her new locationMs*** states that she did not use the service and would like credit issued to her accountFrontier has investigated the above statements and offers the following response: Frontier review the account and we were able to review our records and calls during the orderFrontier states that Ms*** requested that service being reinstalled.Frontier states that charges are validWe 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: Frontier charged a $Broadband Disconnect fee when he terminated servicesFrontier charged him for a full month of service and did not prorate his billMr*** confirmed Frontier’s Terms of Service, regarding the $processing feeFrontier has investigated the above statements and offers the following response: Per Frontier Terms of Service, customers are charged a $Broadband Processing fee, when services are discontinued.Per Frontier Terms of Service, Broadband charges are not prorated upon disconnection of service. Credit was applied to Mr***’s account. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** 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: His installation appointment was missed by Frontier and is rescheduled for 7/ Frontier has investigated the
above statements and offers the following response: Frontier has moved Mr *** installation to 6/and advised him of the changeFrontier has also opened an escalation, if any appointments become open between now and the 16th Frontier will notify Mr *** and complete the installation if he is available. I have provided Mr *** my contact information in case he needs further assistance with this issue 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 reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states that she Frontier added the Starz movie channel to her account without her consent when
Frontier became her service provider. Frontier has investigated the above statements and offers the following response: Frontier advises that Frontier has spoken with Ms*** *** on April 3, 2017. Frontier advises after reviewing the account it has found that the Starz movie channel was added September 2, 2015, and was half off promotion at $until March 1, 2016, as a result her bill did increaseThe Starz movie channel was on the account prior the migration to Frontier.Frontier advises that it has remove the Starz movie channel per Ms***’s request and adjusted two months from the billingFrontier advises that it is the customers’ responsibility to advise us to remove any product or service they no longer wantWe 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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept the response made by the businessI have been dealing with this issue for almost months right now.It is certainly not my fault that I was misquotedI was promised a certain quote and I reconfirmed the deal with the agent who started my membership.I tried solving the issue internally and I forwarded you the the thread of emails between the executive and I, it did not work.All I am asking is for you to help me remove my balance completely and cancel my membership all together.Thank you,
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