Frontier Communications Corp.

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate *** *** bringing this
matter to our attention.The Complaint states that:Ms
*** stated that she called ###-###-#### to have internet service
connected with Frontier
Agent offered a bundle deal to add DISH and
internet togetherCustomer provided personal and payment informationShe
states she was transferred to Direct TV to schedule an appointment for
July 27, 2017.Ms
*** stated that the internet had not been installed and called FrontierAnd
was advised there was not an order for internet and Frontier does not
service her area.Ms
*** contacted Direct TV to terminate service because she did not want TV
and was advised of Early Termination Fee for cancelingFrontier has investigated the above
statements and offers the following response:Frontier reviewed complaint and found no open account for the customer with provided name, address and contact numberFrontier does not provide service to the address provided.Direct TV is not affiliated with Frontier Communications.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 Specialist:
Chelsie S*** Department:
Customer Relations

Frontier CommunicationsThank you for referring the
complaint of Alicia
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** states that she was billed for equipment that she returned to FrontierMs*** also
advised that she requested to have Fios wiring remove from her homeFrontier has investigated the above
statements and offers the following response:After a review of Ms*** was billed for unreturned equipment.As of February 13, the equipment showed returned to Frontier.Frontier records reflect that we have issued credit for the unreturned equipment in the amount of $A refund check has been requested for this amountPlease allow 14-days for customer to receive the refundFrontier has dispatched a tech to customer location and removed the FIOS wiring from Ms*** home as of March 09, Frontier representative has spoken to Ms*** and advised that the credits have been issued to the account and refundWe 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.Frontier Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Frontier spoke with Mr*** on 10-26-and confirmed his service was working.Frontier issued a credit for time out of service.Frontier changed the Internet service to promotional pricing

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*** states that her father, *** ***, passed away and she has had difficulty in getting the account
closed. Frontier has investigated the above statements and offers the following response:Frontier records show that an order was placed on January 4, to cancel the services in *** ***’s nameFrontier advises that the order was back dated to December 6, and Ms*** will see prorated credits on the final statement from Frontier.Frontier spoke with Ms*** on January 17, to review this information with her.Ms*** is satisfied 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

10-4-Frontier left the customer a voicemail for the customer advising that we are closing the account and with an effective date of 6-17-2016. The account was issued two $credits; one on 6-30-and on 8-18- The closing statement will generated on 10-7-
We provided the customer with a contact number should she have any questions

Thank you for referring the complaint of *** N *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that:Mr*** states that he contacted Frontier to purchase Internet Mbps and Digital telephone services with a
$Amazon Gift card.Mr*** states that after installation he was experiencing Internet service issues and found that the Mbps was not available in his areaFrontier has investigated the above statements and offers the following response:Frontier advises that the call conversation that Mr*** had with a Frontier agent was investigatedFrontier found that Mr*** was not provided details involving his Internet speed on the installation callFrontier advises that details should have been presented to the Mr***.Frontier advises that Mbps is not available in Mr***’s area.Frontier advises that Mr*** was provided an adjustment of $on December 18, for connection fees and $on January 16, for the Internet serviceMr*** made a payment of $on January 10, 2018.Frontier advises that Mr*** does not have a current balance with Frontier and has a credit on the account for $Frontier advises that Mr*** is responsible for the telephone charges from the time of installationFrontier spoke with Mr*** on January 23, and explained the information aboveMr*** requested to cancel his Frontier serviceFrontier processed the cancellation order on January 23, 2018.Frontier advised Mr*** that if he cancels his service he will not receive the $Amazon Gift cardFrontier advises that the $Amazon Gift card required a two-year contract agreementFrontier advises that Mr*** understands that he will not be receiving the Amazon gift cardFrontier removed the $Amazon Gift card off of Mr***’s account, therefore he will not be billed a penalty fee for canceling his serviceFrontier advises that the current billing cycle bills Mr*** until February 10, and he will receive his final statement on February 11, 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 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

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 was contacted by a Frontier representative who told me that she was going to increase my internet speed from to mb/sHowever, when I access the settings for my modem the information says that the internet speed is the sameLast week a technician came and replaced my modem for a new oneThis has not solved the problem of my internet drops and now the new modem resets by itself without notice at various times throughout the dayToday (11/09/16), the same technician came again to ask if the internet was working properlyI told him that I was experiencing the same problemHe just told me that they were working on a line but he did not come to check my modem.
Regards,
*** ***

Thank you for referring the rebuttal complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention. The complaint states that: Ms*** advises she called Frontier on December 29, and asked why her bill had increased from last month to this month and was advised the promotion was ending. Ms*** advises she asked if January 26, was the correct date to end her service not be charged any further and the representative stated yes, but you have a contract. Ms*** advised the representative she is not in a contract and has been misled and that is why she is ending her services.Ms*** advises that she has not received word from Frontier in regards to this matter as of February 5, 2018. Frontier has investigated the above statements and offers the following response: Frontier investigated and advises that if a customer purchased the QAcquisition offer from May 1, through July 31, 2017; QOffer that the Early Termination Fee will be manually waived off the customer’s account.Frontier advises Ms***’s service was installed on July 20, and would qualify for the waiver of the Early Termination Fee.Frontier attempted to reach Ms*** but was unsuccessful. Frontier left a message for Ms*** that included direct contact information.Frontier advises that Ms*** still has working service as of January 30, with Frontier.Frontier advises that a message was left for Ms*** and an email was sent on February 14, advising that that last date of her bill cycle is February 26, and the balance owed is $154.41. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

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 ***
*** bringing this matter to our attention The Complaint states that: Mr*** states that there is a line that has not been buried and its exposed that he would like buried Frontier has investigated the above statements and offers the following response: Frontier review the account and we sent a service technician on July 10,who sent a request to have the line buried.Frontier called and advised Mr.*** that we sent a request to the local area manger to advised the customer of a update and status. 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 ***, and have determined that this does not resolve my complaint. They are still researching the matter, but this isn't the first time I have received this response from Frontier. In addition, I have spent over hours of my personal time working to resolve this issue only to get the run around with their customer service team and collections teamFor your reference, details of the offer I reviewed appear below
They need to find the money I have paid them, credit the amount to my account to bring it current, along with reverse any late charges and compensate me for my wasted time as a result of their multiple clerical errors. I can accept that the first time was a mistake, but a second time in months tells me there is something systemically wrong in their operations and I shouldn't have to waste my time helping them to fix their errors
Regards,
*** ***

Thank you for referring the complaint of ***l *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that when she requested installation of a second internet line in September 2016, she was
told by Frontier that since there were no ports available, the second internet line could not be installed. Ms*** advises that she noticed a $charge on her Frontier bill for the second line that should not have been installed, and that Frontier needs to credit her for every month that she was billed for that second line, going back to September Ms*** advises that Frontier has only credited her an amount of $for the second internet line, which would only cover months, and that she needs to be credited for the additional months in which she was billed for that second lineFrontier has investigated the above statements and offers the following response: Frontier advises that the second internet line showed usage, so it did get installed in September 2016, and internet service was being provisioned on that line, up until she requested that it be removed from her account on June 16, 2017. Frontier spoke with Ms*** on July 6, 2017. She was advised that the credit for the months of service for the second internet line was issued as a courtesy. She was also advised that no further credit can be issued, since the $per month charge for the second line is valid and service was being provisioned on that line up until June 16, 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The company has been making the same response for the past month and a half They keep saying the check is in the mail And it hasn't come yet for me to accept this response, and then not get the result that they have promised over and over and over is NOT EFFECTIVE I want the check mailed FEDEX, overnight, so that I will know that THIS time they will actually do it I have Twitter responses and emails from them in the past saying they would send me my refund, but like I said, it NEVER COMES

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
Regards,
*** ***
I WAS CONTACTED BY FRONTIER TWICE, TELLING ME THAT I WAS NOT TO GET NEW BOX'S THEY WOULD LOOK AT MY SERVICE & ALSO NOW AGAIN FOR THE SECOND TIME SINCE I SIGNED UP WITH THIS COMPANY HAS N0W AGAIN MAD A MISTAKE WITH MY BILLING AFTER A NEW PROMOTION DEAL WAS ASSIGNED, WAS $WHICH I WAS TOLD WOULD BE LESS THAN MY LAST BILL, OF $WITH TAXES, I WAS TO GET NEW BOX'S NE3W REMOTES, & THEY WOULD INVESTIGATE WHY MY TELEVISION FREEZES, WHY MY PHONE MAKES DROPPED CALLS, & WHY MY HOME PHONE HAS STATIC ALL THE TIME & I CANNOT HEAR ANYONE, NOW AFTER MAKING THE COMPLAINT THEY CALLED ME TWICE SAYING I DO NOT NEED NEW BOX'S, EVEN THOUGH I WAS ASSIGNED NEW ONES & MY BOX'S ARE FROM WHEN VERIZON WAS MY PROVIDERi WAS TOLD WHEN GETTING MY NEW PROMOTION THAT THE NEW BOX'S WOULD HELPTHE REPRESENTATIVES THAT ARE CALLING IS TELLING ME THE AGENT THAT ASSIGNED THE NEW PROMOTION DOES NOT KNOW WHAT SHE IS SPEAKING ABOUT, THE AGENTS NAME WAS JEWEL MY CONFIRMATION# GIVEN BY JEWEL IS # *** DATED 9/18/17, THEY ARE ALSO GIVING ME AN INCORRECT BILL AGAIN ADDING MORE MONEY ONTO MY ACCOUNT THEY SAID THEY HAVE GIVEN ME DISCOUNTS FOR THE TIME MY SERVICE WAS NOT WORKING PROPERLY BUT THEY DID NOT & MY SERVICE IS STILL NOT FIXEDALSO WHEN MAKING COMPLAINT CALL TO FRONTIER ONE OF THE AGENTS NOTED ON THE PAPER WORK THAT HE HEARD THE STATIC WITH MY PHONE SEEN THAT MY SERVICE FOR MY TV WAS NOT WORKING CORRECTLY SINCE LAST YEAR & NOTHING BUT MISCOMMUNICATION WITH FRONTIER HAS TAKEN PLACE THE AGENT NOTED THATNOW I AM STILL GETTING THE RUN AROUND THIS COMPANY IS THE WORST EVER VERIZON WAS GREAT & THEY HAD TO LEAVE FLORIDA WHY I DO NOT KNOW BUT FRONTIER IS NOTHING BUT A BUNCH OF CROOKS STEELING THE PUBLIC'S MONEY I NEED A REPRESENTATIVE FROM THE Revdex.com TO CONTACT ME BY PHONE TO DISCUSS THIS MATTER BECAUSE THIS WRITING IS NOT DOING THE TRICK THANKING YOU *** *** ###-###-#### *** *** *** *** *** *** *** *** PLEASE CONTACT ME BY PHONE SO I CAN TELL YOU WHAT IS TAKING PLACE II ALSO WOULD LIKE TO FAX YOU OVER MY PROOF

Frontier advises that the correct price for the main line package Mr*** subscribes to that includes Unlimited domestic 1+ "Voice" long distance on the main line plus taxes and surcharges is $per month plus taxes and surcharges through August 16, 2019.Frontier advises main line billing
was missing promotional credits due to an isolated order error that has been corrected and the account was credited.Frontier advises Mr*** also subscribes to a basic second line for $per month with basic Frontier Simple long distance at $per month at per minute before taxes and surcharges.Frontier attempted to reach Mr*** to advise of the above but was unsuccessfulFrontier did leave a message that provided direct contact information 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

Frontier has investigated the above statements and offers the following response: A Frontier consultant has been in direct contact with *** the billing manager and advised her the contract is valid and it was from Verizon transferred over to Frontier Making changes within the contract dates
will result in an early termination fee We regret any inconvenience that Mr*** may have 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

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

The Complaint states that: Mr*** is disputing the automatic migration of his Frontier account to paperless billing.Mr*** requests to continue receiving paper bills mailed to his address at no chargeFrontier has investigated the above statements and offers the following
response:Frontier uses approximately trees per month to produce paper bills, and Frontier wants to do its part in its commitment to be more earth-friendly. As part of its commitment to go green and help make it easier for customers to manage their accounts, Frontier has made the decision to go paperless.Frontier is in the process of migrating customers who receive a paper bill and have a broadband product on their account to paperless billing.Frontier Customers scheduled for migration to paperless billing will receive a bill message and other notifications via e-mail and account banners on Frontier.com before and after their migration to paperless billing. Frontier advises that customers who do not wish to migrate to paperless billing may opt-out of paperless billing and continue to receive mailed paper bills.Frontier advises that Mr***’s November 13, statement included notice of his scheduled migration to paperless billing effective on his December 13, statement if he does not opt-out of the migration to paperless billing.Frontier is not currently charging a fee for customers who choose to opt-out of paperless billing.Frontier spoke with Mr*** on December 6, to provide the above information