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*** advises she called Frontier at least times within hours to resolve a billing issueService
was disconnected, she made a payment and was given a time frame of when to expect service to be restoredTwo days later she still had no service Frontier has investigated the above statements and offers the following response: Frontier advises orders to restore service generally take up to hoursFrontier advises that Ms***’s service was restored on October 3, Frontier has issued a time out of service credit along with a $credit for the inconvenience Ms*** experiencedFrontier has been unsuccessful in reaching Ms***, we have left several messages with our direct contact informationWe 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

Mr ***'s dispute was taken care of on July 12, and he was credited for $at that time

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 he cancelled his services with Frontier on June 23, and an automatic payment was taken on June 19,
for $195.10. Mr***s advises that he received a bill in July for $and called Frontier customer service and asked why he was getting a bill and was advised to ignore the bill.Mr*** advises that he received a bill in August for $and he called Frontier customer service and was advised to ignore the bill.Mr*** advises he received a collections notice from Frontier in the amount of $and called Frontier customer service and was advised to ignore the bill.Mr*** advises he received a notice that he had a credit balance of $he called Frontier customer service and asked why this was the amount of the refund. The customer service representative advised that adjustments were made to the account and he should be getting a refund for $and a detailed statement on October 13, and has not received the refund yetFrontier has investigated the above statements and offers the following response: Frontier investigated and found a port out order to cancel services was submitted on June 23, and dated for July 3, 2017.Frontier advises the bill for $was for service from May 25, to June 24, 2017.Frontier advises the bill for $was for service from June 25, to July 24, 2017Frontier advises credits were applied back to the account on the August bill leaving a balance owed of $for service from June 25, to July 3, 2017. A credit was applied for $by a Frontier customer service representative leaving a credit balance of $36.37. Frontier advises that a statement was mailed out in October showing a zero balance and Mr*** should have received his refund for $ 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 she requested the phone service to be removed on 10/24/and requested to keep the
internet onlyMs*** sent Frontier a certified letter 12/21/and has received the return receipt back and then received another billMs*** does not have working phone service and wants the billing to stopFrontier has investigated the above statements and offers the following response: Frontier records show there was a pending order removing a Non-Published listing from the phone delaying any other processing on the account. Frontier agents indicated they would be following the account to process the phone removal order and this was not completedFrontier noted receipt of correspondence received from the customer in regards to removing phone service, going with internet only. An order was issued to remove phone and change internet to Simply Max internet package. Frontier review of the order does show the phone disconnected on 01/26/and the account changed to internet onlyMs*** was provided credit of $for the voice portion which reflects on the 12/16/statement. Frontier has also applied the additional credit of $including taxes, this will reflect on the 02/16/statementFrontier has left Ms*** a voicemail with a return number. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter Sincerely, Frontier 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
I thought the last message I wrote was quite clear. I would like the internet service I pay for. I'd complained this last time because we'd lost internet completely for over a day. It's come back now--to it's usual slow and sometimes unusable level.I would like for it to stop going out every few minutes, most days. It's going out over and over while I'm typing this. This has been a constant problem--internet that cuts out over and over, or goes so slowly that we can barely use it, or stops for hours at a time. I can't imagine why people wouldn't understand why this is unacceptable. In this day and age, internet access is pretty much a necessityThis has been going on for a long time. Complaining to Frontier and the Revdex.com doesn't appear to do any good. There is no other internet service where we live. Frontier has said we should get a more expensive service instead of paying for their cheap service--I would dearly love to know what company is offering this mysterious, more expensive service that actually works. I would be happy to pay more for decent internet, as long as it didn't have a ridiculous data limit that would force us to go without ever watching a video, and then force us to shut off our internet for part of every month.*** Wireless is in the area, but their signal doesn't reach where we live.We just want the functioning internet that we're paying for
Regards,
*** ***

We are requesting a full refund of the $charge we eventually paid to a collections agency to keep our credit from being affectedPlease see the attached letterWe would also like an apology

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 his billing is incorrectFrontier has investigated the above statements and offers the
following response: Frontier spoke with Mr*** on November 7, The billing is correct and all applicable credits have been issuedWe 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she ordered internet only service from Frontier and was being billed for services she did not
request.Ms*** states that each time she calls Frontier customer service that a representative advises that the problem will be fixed but she continues to receive large billsFrontier has investigated the above statements and offers the following response: A review of this account shows that Ms*** originally cancelled her services on 5/31/Ms*** then contacted Frontier on June 7th requesting to have her services reactivatedA Frontier representative quoted Ms*** for internet and television services and placed the order to activate a new account for Ms***Ms*** contacted Frontier Communications on June 8th requesting to remove video services from her accountAn error occurred in the order to remove Ms***’s video servicesShe was subsequently billed for video service through September 26thA Frontier representative adjusted credits in the amount of $to compensate for video billing that occurred following Ms***’s requested cancellation of video services.A Frontier representative has spoken with Ms*** and advised her of these corrections.A Frontier representative has apologized to Ms*** for any inconvenience she experienced as a result of this error.A Frontier representative spoke with Ms*** and confirmed that she finds these actions to be satisfactory resolution for her complaintWe 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’s Collections team has advised that on 5/4/*** ***, spoke to a Frontier representative on behalf of his wife, Ms***He stated Frontier reported a debt on her credit reportHe stated he would send the representative a hard copy of Ms*** credit reportOn 5/4/a Frontier Representative was advised a hard copy of Ms***’s would be sent. On 8/16/a Frontier Collections Representative received complaint.On 8/16/a Frontier Representative researched final account under Ms***’s name***It was determined no balance was owed on that accountOn 8/17/a Frontier Collections Representative verified in Equifax and Experian that the account had been deleted from Ms***’s credit reportOn 8/17/a Frontier Collections Representative called Ms*** at her alternate number ***, and left a voice mail for her to contact Frontier at a direct numberOn 8/18/a Frontier Collections Representative called Ms*** at her alternate number ***, and left a voice mail for her to contact Frontier at a direct number.On 8/19/a Frontier Collections Representative called Ms*** at her alternate number ***, and left a voice mail for her to contact Frontier at a direct number

Frontier’s Local Manager has advised that this issue has been resolved
The technician made a site visit on 8/28/and changed the power supply instead of the battery and the beeping went away
The technician left his contact information with Ms*** in case there are
further issues for her to contact him directly

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 I believe that in the coming weeks this matter will be resolvedFrontier did reach out to me to discuss the situation and has indicated that they have made arrangements to remedy the situationUnfortunately the issues have not been resolved at this time, as they have only submitted requests to remove the items from my account but the items, as I have been told by Frontier, are not guaranteed to be removedI am waiting until the first week of March, 2017, to review my credit report, as well as await the refund check they promised regarding the billing errorIf my credit is restored to its previous state and I receive my refund then I will happily close this complaintI do not like the pessimism I am expressing, but various Frontier representatives throughout the course of this nightmare have guaranteed that my account was properly handled time and time againI have also been told that my refund check has been mailed twice already but have not received any refund over the last several months.
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 VOD is part of the contact I signed, you are lying.SHOW ME WHERE IT STATES ON THE CONTRACT I SIGNED THAT IT IS "FREE"
Regards,
*** ***

Thank you for referring the additional concerns of Ms*** to our office for review The additional concerns state: Ms*** states she had phone conversations and chats it regards to the internet service being suspendedMs*** further states she wants the service cancelled when she originally suspended the service which was on June 1, Frontier has reviewed these additional concerns and offers the following response: Frontier records do not show that Ms*** account was suspended, however with the additional information provided by Ms***Frontier was able to verify Ms*** was in contact with Frontier on May 31, Frontier has been in contact with Ms*** via email and has advised Ms*** that Frontier has disconnected the account per Ms*** request and in this instance Frontier has credited the account back to June 1, 2016. This will reflect on the December 1, statementFrontier has left multiple messages for Ms*** with a direct contact number and at this time has not heard back from her We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter Sincerely, Frontier Customer Relations

Thank you for referring the case of *** *** to our
office for review. We appreciate you
bringing this matter to our attention.We spoke with Mr*** on December 14, and he
stated that his internet has been restored. We have issued Mr*** a total of (3) months
internet credit for a
total of $59.97.We advised the customer of the total credit issued and
requested that he contact me if he has additional concerns. We apologize for any inconvenience the
customer may have experienced.We trust this information will assist you in closing this
case

Thank you for referring the complaint of *** *** to our office for review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he was unaware that Frontier had erroneously reported a previous
delinquency to the credit bureau, since the bills were not getting sent to the correct addressMr*** advises that he has paid off his account in full, and Frontier needs to correct the inaccuracy on his credit reportFrontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s account has been paid in full, and the previous delinquency should not have been reported to the credit bureauFrontier advises that the previous debt is being deleted from the customer’s credit report.Frontier spoke with Mr*** on May 4, and advised him of the above 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

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 actually pay a month for my service not like they are saying, because I have to pay taxes, fees, and for a phone line ai will never useNo lower price was offered and no effort to upgrade my house was madeMy next door neighbor gets 3MB internet yet somehow I can only get 1MBI cannot believe they blatantly lied and said Im only paying I dont want the phone line but they say I have to have itThe advertising is dishonest and misleadingFrontier should not be in business
Regards,
*** ***

Revdex.com:
In response to your question "When was the equipment returned to the business?":My router was never returned- I still have it in my possessionWhen I first called to cancel Frontier's service, the representative told me they would send a box to me so I could ship it back to FrontierThe box never arrived at my addressWhen I called again to ask why I was still being billed for their service and why I never received the box, I recall that their reply was something dismissive like "we never received a call and if we did, we never would have asked you for the router back." So this is why I still have it
Regards,
*** ***

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 she has been billed incorrectly after disconnection of service with
FrontierFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records show the account has been adjusted.Frontier advises that it has spoken to *** *** on August 25, and confirmed she was assisted with the account on August 18, Frontier advises that *** *** is aware of the corrected balanceWe 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 find that this resolution is satisfactory to me While the statement made regarding how they "advised" me that that my rate is the current one offered does sound like I've received that rate all along - I have not - I have agreed to accept the rate offered with the $discount Rick, the representative I spoke with, was very apologetic surrounding our last interaction and helpful to get the issue resolved
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mr*** cancelled his service on August 24, and has not received his refund Frontier has investigated the
above statements and offers the following response: Frontier spoke to Mr*** and advised he should receive his refund check within 7-business days, Mr*** is satisfied with the resolution of his case 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