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.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,
*** ***

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 had to call Frontier countless times and my issue is still unresvolved. Yes, Frontier contacted me to get my internet set up, but I've received no word on whether or not the self install kit has been shippedAll my correspondences with Frontier agents have been negativeOne person could not look up my accountAnother person said the self install kit would arrive this past SaturdayAnother hung up mid call and never reached backI informed this to another rep and she said "Frontier does not call back disconnected calls." Another few reps said it's impossible for a self install kit for FIOS and said it's only available for DSLAnother said I must haveA technician come out and later, with attitufe, informed me Frontier ships when the order is place and I should receive the package by ThursdayAn agent today told me I will not have a self install kit delivered because the technician must bring it and come set it upAlmost every rep told me my scheduled date is 4/however I needed internet access earlier and I'm not even available on that dayAll in all, almost every agent told me a self install kit was not available and not comingThe rest just agreed to get off the phone. I asked the last agent I spoke with to help me get in contact with Kelly, the customer escalations executive, hopefully I'm contacted soonMy internet service and order status is unknown and I am in limbo trying to figure out who's correct since I continue to receive conflicting information.Please have Frontier contact me asap to get this issue resolvedI've wasted way too much time and energy alreadyI need to know if and when I will be up and running
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. I will still have wait to see the follow up is completedThe same response was given times before, so I will wait and see if they finally follow thru on what they say they will doUntil then I consider the issue still open until I see the final results
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution not to be satisfactory to me. I have many correspondences to Frontier with my address change (9/16, 10/16, 11/12/& 1/17) Every time I spoke with a representative they would confirm my address change and promise to mail me an updated bill Even though they would say they would mail it out to my new address, I never received it Then I would follow up with them and do the process all over again.They reported it to the credit bureaus and now my credit is negatively affected and holding me back from moving forward from my nasty divorce I am the one who needs to move forward and be successful and this reporting has a negative effect for my future. I paid my balance in good faith, I expect the company to do business in good faith I have been a member since My bills were always paid on time until the divorce I needed assistance and Frontier was aware of what was happening and they still reported knowing what was going on I was always in communications with them through out all the past year trying to work it out
This is only one complaint as I believe it is the most important one to me Their business ethics are terrible and their customer service is just bad The community that I live in all agree with this, we were all victims of their horrible service after the merger of Verizon and Frontier
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 she contacted Frontier to inquiry about moving her service, stating she was advised it
could be transferred to the new location, therefore Ms*** suspended her services until the move was completed. Ms*** further states after her move, she contacted Frontier requesting the suspended service be transferred to the new location. Ms*** states she was then advised internet was not available at the new location and then requested the transfer order be canceled and effective dated back to June 1, 2016. Ms*** further states she has called in to Frontier and advised they would process the order and stated it was not completed. Ms*** states she is still receiving bills and does not have time to call keep calling into Frontier Frontier has investigated the above statements and offers the following response: Frontier records do not show the account was suspended and there are no notes to show this was requestedFrontier records show the order to transfer the services was created July 4, 2016. Frontier records show internet is not available at the new locationFrontier has placed the order to disconnect the service and will be reviewing the November 1, statement, to verify the account is credited back to July 4, 2016, the date the transfer order was requested Frontier 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

Frontier has investigated the above statements and offers the following response: Frontier advises a Frontier repair technician replaced the Network Interface Device(NID) and repair services on August 26, Frontier credited the account for time out of serviceFrontier attempted to
reach Ms*** and advise of the above but was unsuccessfulFrontier left a message with direct contact information We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter

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*** received her bill with extra charges on the billing she did not agree to and charges was not
explained completely Frontier has investigated the above statements and offers the following response: Frontier has removed the Personal Security Bundle and the Personal Device Protection plan from the account, effective October 12th, Frontier has credited the full amount of the charges for these products in the total sum of $on October 12th, Frontier has also credited the one-time charge for the modem of $on October 12th, Explained the taxes and surcharges to Ms***Explained that the Regional Essentials package for her phone service only includes local calls in the follow exchanges: 310-234, 310-441,310-446, 310-470,310-474, 310-As for the amazon e-gift card explained that this will come days after the first bill is paid on time 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** is disputing charge for directory assistance calls Frontier has investigated the
above statements and offers the following response: Frontier advises a credit was submitted for $ plus tax as a one-time courtesy.Frontier has placed a block for directory assistance calls.Frontier spoke with Ms*** on March and reviewed the above 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 have had two people from the company reach out to me and tell me they were working on my case and would get back with me to have tech run some diagnosticsThere has not been any follow up or resolutionThe response provided here is the same response I’ve heard for monthsBeing in a high demand area with a small population should not prohibit you from receiving reliable servicesFrontier needs to invest in the infrastructure to support the area or stop selling services that it acknowledges it doesn’t have the infrastructure to supportMy issue has not been resolvedI request that the Revdex.com keep this complaint open until there is true resolution. Regards,
*** ***

Frontier Communications Thank you for referring the complaint of Mrs*** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** alleges that she was over billed for the last eight months and
that products were added to her account that she did not authorizeFrontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mrs*** was a new customer with an order installed on August 3, 2018. The order consisted of FIOS Digital Voice and FIOS mbps with a Frontier Security Bundle. The customer was place on the QAcquisitions Double Play offer. The voice and data were $plus taxes and surcharges for six months and $plus taxes and surcharges for months There was a 24-month commitment.Frontier records further demonstrate that the Frontier Security was removed by order on September 18, 2017. Credits were issued for September 19, through October 9, on the October 10, invoice.Frontier records also show that the customer removed her FIOS Digital Voice on February 19, 2018, which voided her new customer promotionThe Simply FIOS mbps is priced at $per month plus a modem/router fee of $per month. On March 27, Mrs*** was moved to an existing customer promotion and a $save credit was added to the account for months. The customer will pay $per month for monthsFrontier generated Mrs*** first invoice on August 10, 2017. The bill covered August 3, through September 9, and included install fees and credits A $credit was applied to the account. Current billing for March 10, properly reflects the removal of the Qpromotion and the FIOS Digital VoiceWhen an order is placed mid billing cycle, there are pro-rated debits and credits included because what was a credit is now a debit and what was a debit is a now a credit. The QAcquisition charges for $each are correct. These charges were credits on the February 10, invoice and because of the order to remove voice service the QPromotion was also removed. The customer was given $in bill adjustments on her March 10, invoice. Mrs*** has a balance of $due on or around April 3, 2018. Additional credits are not appropriate at this time. A total of $in adjustments have been applied to Mrs***’s account since August We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mrs*** may have experienced as a result of the above matter Frontier Specialist: Donna Merrigan Department: Executive Customer Relations Telephone Number: ###-###-#### Fax Number:

Frontier has investigated the above statements and offers the following response: Frontier has issued a time out of service adjustment to Mr***’s account as a one-time courtesy.Frontier has contacted Mr***, ensured satisfaction, and provided direct contact information should he need
further assistance We 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

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.
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 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,
*** ***

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: Mr*** states that he was advised that it would take two before his internet and phone services could be
restoredFrontier has investigated the above
statements and offers the following response:Frontier advises Mr***’s internet and phone services is working as of April 11, 2018.Frontier records reflect that a courtesy credit of $has been issued toward Mr***’s account for his inconvenienceFrontier representative have spoken to Mr*** and confirmed services are working and credit has been issuedWe 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 ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Frontier has investigated this complaintOn October 14th we spoke with Mr*** about his concernsWe issued a credit of $for his computer repair and $for the loss of his $monthly Internet discount. The Internet security service is $per month after discount. Mr***
had received a $credit toward his Internet Security service prior to my involvement and I issued a $credit for an additional months of that service. The Internet Security service has been removed from his account. I have placed an order to re-add the $discount to his internet service and the November 7th bill should be fine. Mr*** has my contact information if he would need to reach me

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 been experiencing intermittent speed and connectivity issues with his Internet service from
FrontierMr*** explains that although he subscribes to Frontier’s as fast as Mbps service, he only receives speeds of MbpsFrontier has investigated the above statements and offers the following response:Frontier has investigated Mr***’s account and has determined that Mr*** resides in an area with a surplus of internet users that could be effecting his internet service speeds.Frontier advises that it is continually working to improve its networks and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr***’s area at this time.Frontier advises that Mr*** pays $per month for his Frontier Internet service, the lowest price availableFrontier spoke with Mr*** on February 14, to review this information with him. 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 advises a review of Ms***’s account has been completed.Frontier has verified Ms*** has not been charged for any un-returned equipment.Frontier states a credit in the amount of $has been added to Ms***’s account on November 30, to offset dates of service
from March 26, through September 14, for the period of time in which her services should have been cancelled.Frontier states Ms*** was contacted November 30, and was advised of the above and informed of the new revised account balance due of $ We 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: Donna L*** Department: Consumer Relations

When reviewing account $was transferred to Mr*** new account ###-###-#### from his old account ***; which is the correct procedureMr*** previously had an account with TV & Internet only; however, on July 9, he requested to have phone service installed, with order
number ***When this occurred, a new account number was generated; which is ###-###-#### and the remaining balance on the old account were moved over to the new account number.We have made unsuccessful attempts to reach Mr***When calling, we received a recording advising mailbox is fullWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced because 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 he contacted Frontier to set up an Internet account however when he received the self-installation
kit the services did not workFrontier advised Mr*** we would come to the home to try and resolve the issue with the internet however it would be approximately two weeks and this was not acceptable for Mr***Mr*** then received a bill with charges he was never able to use Frontier has investigated the above statements and offers the following response: Frontier did cancel out the services Mr*** set up with Frontier and we have credited all charges 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