Frontier Communications Corp.

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

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 discrepancy and he never had service installedFrontier has investigated the above
statements and offers the following response: Frontier reviewed account and we have issued appropriate credits to reflect a zero balanceFrontier made several attempts to reach Mr***; however, we have been unsuccessful in speaking with himFrontier emailed a ‘Please Contact Frontier’ letter to Mr***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 Ms*** bringing this
matter to our attention. The Complaint states that: She canceled her service order with Frontier and is owed an $set up feeFrontier has investigated the above statements and offers the following response: Ms*** placed an order for service and was required to pay a $deposit.A refund for $was refunded on August 24th. 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

Tell us why hereThank you for referring the complaint of *** *** *** to our office for reviewWe appreciate *** *** *** bringing this matter to our attention.The Complaint states that: *** states since the transition from Verizon to Frontier, her Internet service has been
intermittent. *** requests credit from April 1, to April 12, 2016. *** states the apartment manager, Marlene G*** is requesting a letter from Frontier explaining the owners’ responsibility.Frontier has investigated the above statements and offers the following response:Frontier states the Trouble Ticket was completed on May 12, 2016. Frontier states the technician fixed the cable to the demarcation. Frontier sent a letter to Marlene G*** the apartment manager, explaining the owners’ responsibility on May 13, 2016. Frontier has issued credit on Vera’s account in the amount of $130.18. Frontier has provided *** with all the above as of May 17, 2016. Frontier has provided *** with a direct contact number for any future issues she may have.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 attention. The Complaint states that: Ms***, at ###-###-####, states that Frontier has billed her sister’s Dish Network charges onto her Frontier billing by mistake. *** wants these charges removed and applied to the appropriate Frontier account. Frontier has investigated the above statements and offers the following response: Frontier has billed Ms***’s Frontier account her sister, ***’s, Dish Network charges. This amount totals, $235.02. Frontier can‘t apply these charges onto Ms***’s sister’s Frontier account without verbally authorizing and verifying with ***. Frontier has tried to contact, ***, however have been unsuccessful. A frontier customer specialist has spoken with Dish Network to have the Dish Network charges transferred from Ms***’s account to the correct Dish Network account, *** ***. Frontier has tried to reach Ms*** to inform her of this status, however have had no response. Ms*** has my direct number and extension, ###-###-####, to contact me back is she has any further issues. 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 reviewed the account of *** & *** *** and does not find *** to be an authorized user.Frontier has left multiple messages for the account holder to contact me directly to discuss concerns

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: Mr*** advises that he cancelled his Frontier TV service by phone on March 9, 2017, to keep only internet
service for $per monthMr*** advises that he was automatically debited the full amount that he had been billed, in the amount of $177.17. He also advises that Frontier tried to bill him another $the following month Mr*** advises that Frontier has not credit him for the extra debit that was made and has not adjusted his bill to reflect the $monthly rate for internet service only, since the total of his current bill is $Mr*** advises that Frontier needs to correct his bill by applying the extra payment previously debited by Frontier applied to his new balanceFrontier has investigated the above statements and offers the following response: Frontier advises that the account records show that Mr*** called in on March 16, to cancel the TV serviceThe order did not post to his account until March 21, 2017, two days after the next billing cycle started on March 19, 2017. Frontier advises that a payment was debited from Mr***’s account on March 12, 2017, and that payment was for the billing cycle that started the previous month, February 19, The next payment was received by Frontier on April 25, in the amount of $101.55, and this payment was for the billing cycles of March 19, and April 19, 2017.Frontier advises that the bill dated April 19, reflects the cancellation of the TV service and all associated charges credited going back to March 20, 2017.Frontier attempted to contact Mr*** on May 11, by leaving two voice mail messages and sending him an email, and one attempt to contact him was made on May 12, 2017, but there was no response from the customerWe 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 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 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

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 her internet continues to go down and when her service come back it goes back down in a couple of days Frontier has investigated the above statements and offers the following response: Frontier review the account and we that there was an outage which was repaired.Frontier made attempts to contact Ms*** and have left messages without contact number.Frontier advising if the issue continues to please contact Frontier tech support to assistWe 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 matterTell us why here

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

Thank you for referring the rebuttal of *** *** to our office for review. We appreciate Ms*** bringing this matter to our attention The Rebuttal states that: Ms*** advises that her monthly rate with Frontier should be $per month plus taxes and surcharges, and that the equipment rental fees should be included in the $109.98. Frontier has investigated the above statements and offers the following response: Frontier advises that the customer’s monthly rate is $103.98, which does include equipment rental charges, plus taxes and surcharges. Frontier advises that the current bill is at $because it includes charges for both the June and July bill cycles.Frontier spoke with Ms*** and advised her that $plus taxes and surcharges is her current monthly rate, which will be reflected on her August 3, statement. She was also advised that the current bill, dated July 3, 2017, totals $because it includes charges for both the June and July bill cycles 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 attention The Complaint states that: *** *** advises that he experienced difficulty with Frontier Autopay Frontier has investigated the above
statements and offers the following response: Account notes show on November 29, Mr*** spoke with a Frontier representative who was to assist him in establishing the auto payment. Research determined the auto draft submission was not successful.Research determined the account is not currently set up on auto pay. A Frontier representative spoke with Mr*** who advised he would keep it off of auto draft at this timeShould Mr*** wish to re-establish this he may contact me for further assistanceMr*** indicated satisfaction with this resolutionWe trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter Frontier Specialist: Amy B*** Department: Consumer Relations

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 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

Frontier attempted to reach Ms*** to address her questions without success. Frontier did leave a complete breakdown of charges, balance and payment options along with direct contact information on her voicemail/answering service

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

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 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