Frontier Communications Corp.

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I don't agree on the partial refund Frontier keeps on billing me for this account What I want is: 1- They close the account2- Full credit on whatever balance they have for this account3- An apology letter for myself and the three credit reporting agencies.If I get all things, I am willing to close the case and totally end this matter
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I have not heard from Frontier regarding my Fios accountI have however, returned the devices associated with my account.
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*** states Frontier is sending two bills, the monthly rate is higher than it was prior and feels that she is not
receiving the correct bundle discounts Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on January 28, and communicated via email on March 1, Frontier advises that the separate billing issue is now resolved, Ms*** will be receiving one bill with the proper bundle discountsFrontier advises there will still be two accounts due to this is how the Connecticut area is provisioned, however it will all be on one billFrontier advises Ms*** had a promotion in the amount of $that ended on December 12, 2017, throughout the year the promotion was missing on the July, November and December statementsFrontier advises we have added a promotion to Ms***’s account in the amount of $per month for a twelve-month period vsissuing the credit for the three months that the promotion was missingFrontier advises this was sent to Ms*** via email on March 1, 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
I did speak to a representative on 8/and was given the corrected amount to pay this month's bill However, she stated that the promotions were not consistently appearing on my billing statement each month and this was a technical error She was unsure if a resolution was even possible, in which case, a *manual* adjustment would need to be made to my account each month for the next two years This does not sound like a reasonable solution She stated she would contact me in - hours to let me know the status and I have not heard back from anyone at Frontier regarding this issue I consider it to be open/pending, as this is not resolved
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 he has paid for 100/Internet speed for the past year and did not realize he was
only receiving 50/Internet speed do to the wrong equipment installed at his home after he upgraded his serviceFrontier has investigated the above statements and offers the following response: Frontier investigated on December 7, a technician went to his home and replaced equipment with new equipment that supports the 100/speed.Frontier advises that a credit in the amount of $has been applied to his account and will show on his next bill statement.Frontier attempted to reach Mr*** to advise of the above but was unsuccessful. Frontier left a message for Mr*** that included direct contact information 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.The Complaint states that:Ms*** states that she moved in May and service never worked, but she was sent two different amounts
of billShe states one bill is for old address the other bill is for her new addressMs*** would like bill for new address credited to zero.Frontier has investigated the above statements
and offers the following response:Frontier reviewed the account and records reflect the old account was paid in full, and new account does show a balance owed.Frontier advise the new account was activated via order number The account was disconnected and has a balance of $This amount was written off on 7/20/and is with Credit Protection Association, TN 5106.Frontier called and spoke to Ms*** to advise of the above.It was advised to Ms*** if she has a remaining dispute to refer it to Credit Protection Association.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience the customer has experienced as a result of the
above matter.Frontier Specialist: Joe K*** Department:
Customer Relations

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,
*** ***

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*** placed a new order with Frontier for FIOS 50/Internet serviceShe was quoted a price of $per
month for the FIOS 50/Internet. When the Frontier technician went to the home to install the service he advised her that something was wrong with their order and they would just connect the old service back up to the homeMs*** states that she was then told that she would not receive the $price, that it would be $insteadShe would like the bill adjusted and for Frontier to honor the $price quote. Frontier has investigated the above statements and offers the following response: Frontier reports that Ms*** placed a new order with Frontier and was quoted $per month for the FIOS 50/InternetWhen Frontier’s technician went to the customer’s home he suggested to turn the service back on under the old account and just update the name on the account to reflect Ms***’s nameWhen the order was processed, she was given the old customer’s pricing of $instead of the pricing offered to her as a new customerFrontier spoke to Mr*** today and offered to honor the $price quote for one year from todayMr*** is satisfied with this resolution 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

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

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 have reviewed your response to my complaint and do not accept your conclusions. In the first place, your response completely ignored the issue of the early termination fee which I refuse to pay. In addition, I cannot accept your response since I did not agree to service with Frontier. I agreed to service with Verizon, who then sold my service to Frontier without any consent on my part. Verizon did not have any clause in our agreement to require service to the next billing date and since I didn’t seek out service with Frontier, to hold me to an agreement I neither wanted or agreed to is patently absurd. For the same reason I vehemently disagree with the early termination fee that I’m presently being charged. There was no such fee with my prior Verizon service and simply because I removed home telephone service does not constitute an acceptance of an early termination fee. I have repeatedly asked for a copy of the phone call in which I supposedly agreed to the early termination fee and have never been given a copy of the callI will not agree to pay Frontier any additional money other than the service that I used till the time of cancellation. To attempt to require me to pay for an additional weeks of service I didn’t use or agree to is laughable
Regards,
*** ***

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

Frontier advises that Ms***'s account is not eligible for the “new customer” pricing due to the fact that she has existing services• Frontier has adjusted the billing for Ms*** due to our misquote as a courtesy in a lump sum credit of $as agreed upon by Ms***• Frontier spoke with Ms
*** on 10/3/and educated her on her new balance and she understands• Ms*** has direct contact information for future concernsWe trust that this information will assist you in closing this complaintWe 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: Overages in billingFrontier has investigated the above statements and offers the following response: Frontier Communications investigated the closed account, of ###-###-####-***-5, and found that Long Distance calls were charged to the account that should have been covered under Ms***’s phone packageCredit was applied to the canceled account in the amount of $and will be applied to the account as a credit balance in one to two billing cycles.Mr*** questioned his monthly charges against what he was quoted he would be chargedHe was quoted at $After giving a billing breakdown of prices for service/products per month, then credits applied for promotional pricing each month, it was advised to Mr*** that he is being charged $each month before tax 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. 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 complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** states he was told he would not be billed any installation charges, but was billed $He also
states that he was told he would get upgrades to his internet and TV channel lineup at no additional chargeWhen he got the next bill following the change, he found that he was being billed more than he had been before the changeFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** and he stated he was not advised of prorationThe $Equipment Delivery and Handling fee had already been creditedI credited Mr*** an additional $to reduce the December 17, bill down to the same rate that he had been paying before any changes were madeMr*** disconnected his service on December 28, 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 attention. The Complaint states that:Mr*** states that he has experienced issues with his telephone service from Frontier Frontier has
investigated the above statements and offers the following response:Frontier advises that a repair was completed on February 18, Frontier issued an adjustment in the amount of $for the loss of telephone services.Frontier spoke with Mrs*** on February 27, who confirmed the services are working 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: Ms*** was quoted a different rate after service was installed than when she first established service. The customer’s initial bill was $when she was quoted $plus taxFrontier has investigated the above statements and offers the following response: On August 14, 2017, a Frontier representative spoke to the customer regarding the promotions that were active on the account but not appearing as discounts on the bill.The account has been forwarded to technical support for further review of the active promotions. Credit in the amount of $was applied to the account to account for the missing promotions. The customer has been advised to remit payment in the amount of $107.99.The customer has been provided with direct contact information in the event further assistance is needed as it relates to this issueWe 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: Carla P*** Department: Customer Relations

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
A billing credit of $+ $= $was offered and I rejected it as insufficient. It is shameful for a company to claim that the services provided were "non-monetary" and therefore not deserving of credit for lack of function. Bottom line is the service that I contracted for with Verizon and worked nicely in March ceased to function in substantially the same manner in April to date. I have pages of emails, close to hours on the phone, chat, writing letters, complaints, etcinvolved in this matter with little to no resolution. On August 11th, Frontier tech support has told me my issues "MAY" be resolved during a software update after Labor Day. I have already reluctantly paid $earlier this month under the threat of disconnection that I expect to be refunded and the $due to be credited. This is a $problem and not a $problem after months of technical incompetence and inferior customer service on behalf of Frontier. I would like to forward all of my written correspondence to the Revdex.com for review. It clearly supports my position
Regards,
*** ***

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 has been trying to move her telephone service that she has with Frontier to a new room in a
skilled nursing facilityMs*** states that she gave up trying to have it moved and requested it to be disconnectedFrontier continues to bill Ms*** and they still have not disconnected the serviceShe would like a credit of $ Frontier has investigated the above statements and offers the following response: Frontier advises that we disconnected Ms***’s telephone service on January 17, Frontier has issued a credit of $to zero out Ms***’s accountMs*** would have to call into Frontier’s customer service number at ###-###-#### if she wanted to start new service at her new addressFrontier has attempted to contact Ms*** on several occasions, each time leaving messages with our contact informationFrontier is sending a call me letter today in the mail 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

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