Frontier Communications Corp.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is
satisfactory to meI checked my account online and confirmed that DeeDee from Frontier adjusted my account balance and removed the early cancellation feeI paid my balance of $and the matter is resolve.
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 has sent her account in the amount of $to collections and this account was only created due to an error on Frontier’s end with disconnecting her service seventeen days earlyFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that an order was issued to disconnect Ms***’s service, under account number ###-###-####, days prior to the date Ms*** requested. This resulted in the creation of a temporary account, under ###-###-####, to have Ms***’s service turned back on.Frontier determined that Ms*** was billed installation fees and prorated charges.Frontier applied a one-time credit to Ms***’s account, ###-###-####, In the total amount of $on October 27, 2017.Frontier spoke with Ms*** on October 27, to advise of the credit applied and the correct amount due to be paid is $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

Attached please find the complaint response for *** ***.Thank you,Felicia T.Executive Customer Relations

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 trying to get service with Frontier for
over a month.Frontier has investigated
the
above statements and offers the following response:Frontier’s investigation found that a permit was required for the drop to provide Mr*** with the service.The drop work was completed on October 12, and the service was installed on October 14, 2016.Frontier spoke with Mr*** on October 19, and verified the service is working.Frontier applied a credit of $for the installation as a courtesy due to the inconvenience.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 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As I explained to the Frontier Communications agent, when they called me on November 3rd, the "new" information they are claiming is not correctWhen I asked the caller for their evidence of these changes they said "the calls were too old and they couldn't substantiate any of their claims"I did not ask Frontier Communications to ever change my account in any way during this period of timeTherefore, my complaint remains exactly the sameI was over-charged $by Frontier CommunicationsI called Frontier Communications numerous times to complain about this problem, every time they mailed me an incorrect invoiceFinally, on October 11, Frontier Communications agreed with me and an agent in their Customer Service Department said "they would issue me a refund of $150"On October 14, an agent in the Frontier Communications Customer Service Department told me "your refund has been approved and it will appear on your account in the next few days"This refund was never issued and I filed a complaint with the Revdex.comNothing with my claim has changed and Frontier Communications still owes me a promised $refund because I was over-charged
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention. The Complaint states that: Mr*** states he was quoted $upgrade fee and $a month for the Internet. Mr*** stated he
was over charged and has not received the credit as requested. Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr***, apologized and verified the issues are now resolved. Frontier has provided credits for the overcharged amounts. The credits provided appeared on the April 22, statement in the amount of $and on the July 22, statement in the amount of $186.22. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter Sincerely, Frontier Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing
this matter to our attention The Complaint states that: Mr*** states that in September of he locked in a monthly rate with Frontier in the amount of $for twelve months. This included promotion credits of $and $40. Frontier made this offer to retain him as a customer and now refuse to honor the quote Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that the $monthly promotional discount dropped off Mr***’s account.A frontier representative applied credit in the amount of $to Mr***’s account on April 13, 2018.A Frontier representative spoke with Mr*** on April 25, to advise of credit applied and provided the $monthly discount going forward and will end in September 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 Ms*** *** to our office for reviewWe appreciate this matter being brought to our attention
Frontier has investigated the above statements and offers the following response:
• On November 23, an order was initiated to establish service
• The first billing statement dated February 02, total amount due was $
• The March 02, billing statement contained a past due balance of $from the previous billThe past due balance combined with prorated credits totaling $brought the total amount due to $
• An order was initiated to disconnect the account
• Credits totaling $were issued to zero out the account balance
On March 21, I relayed the resolution to Ms*** and provided my contact number 1/###-###-#### EXT *** should she require further assistance regarding this issue
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** may have experienced as a result of this matter
Sincerely,
Stacey M***
Frontier Executive Relations

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 a billing discrepancy with FrontierFrontier has investigated the above statements and
offers the following response: Frontier spoke with Mr*** on February 28, and advised we have a $manual credit scheduled till January to honor the misquote of pricing.Frontier advises with the current manual credit of $the price with equipment is currently at $plus taxes and fees till April 11, Starting April 12, the price on the account will be $plus taxes and feesWe 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 rebuttal of Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Rebuttal states that: Ms*** states previous tenant moved out and had no right or access to property nor left equipment for her to useMs*** requests compensation for services not installedFrontier has investigated the above statements and offers the following response: Frontier has no access to landlord-tenant records nor any obligation to ascertain tenant activityFrontier will not engage in any further discussion regarding the previous tenant’s whereabouts, type or status of previous tenant’s service, or Ms***’s comment that previous tenant did not leave equipment for her to use servicesFrontier terms and conditions are not binding or applicable to non-Frontier customersLikewise, any discussion of rates, credits, or promotions are predicated on delivery and payment of services discussed Frontier will not provide Ms*** with an Amazon gift card nor Amazon Prime membershipFrontier has reviewed this matter and determined that no additional investigation, actions or contacts are needed Frontier apologizes if Ms*** does not understand or agree with Frontier on this matter. We trust that this information will assist you in closing this complaint

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
Frontier made no attempt to contact meSaying they left a message for me is a lie and I have phone records I can obtain to prove thatNo one has left a voicemail regarding the matterI did receive an email which did not satisfyI did NOT have "several" accounts at FrontierI've only had one account my entire lifeI had one account at ** *** *** **In December of I made an attempt to MOVE my service to another locationI moved from ** *** *** in DecemberFrontier scheduled a date and time to move the internet to a new houseNo one bothered to show up or even call on that dayI waited around and no one from Frontier showedAfter that, I have spent three months trying to cancel for services from ** *** *** Rd, which I have not lived in for three months, and they are still billing me! The new location (which no one bothered to show up to move my internet to) is the "several accounts" they are referring toThis is completely ridiculousI would like proof of these "several" accounts!! On February I spoke to Adrienne (spelling) from FrontierThis is the third time (at least) I contacted them to close my ONE account in which I have not lived at that residence for months and monthsAdrienne cancelled my account, AGAIN, and said she would call March to make sure I was reimbursed from December 14th onShe made no such callI still have not been reimbursedAt the beginning of January, they charged my credit card, without my consent, for services I had no had for over a month! This is disgustingI am sick of their lies and incompetence! I have wasted hours of my life on the phone with their incompetent employees who have YET to resolve the matterI want my $back from the charge in January and I want this $bill removed! I have no had services since DecemberThis is the worst company I have ever come in contact with.Frontier is lying when they say they have tried to contact me and left messagesI've never received a voicemail from Frontier in my life. 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 he was quoted Simply Fios 50/for $per month Frontier has
investigated the above statements and offers the following response: Frontier advises that a consultant has spoken with Mr*** and will honor Simply Fios 50/for $per month as Mr*** did not need the security softwareThis price will be good for two years provided no changes are made to the 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

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,
*** ***

After further investigation, Ms*** was on automatic paymentThe last payments received by Frontier was $on 11/04/The automatic payment was declined thereafter due to the card had expired, the wrong information was on the card, or the card has been closed.According to Frontier’s
records, there are no notes, and repair tickets advising Ms*** had wanted to disconnect services in November of 2016, or that she was having any service issues.The representative advised if Ms*** is still disputing these charges she would need to send in the first bill from her new internet provider, and an email she received from Frontier stating permanent disconnection to investigate further.The total balance owed to Frontier is $239.61.Ms*** is aware of the above findings

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 that after she cancelled her Frontier services in January 2017, she found out that
her credit report indicated that she had an unpaid balance with Frontier, which had been reported to an outside collection agency. She also advises that she was not aware of the outstanding balance and that Frontier never contacted her to inform her of this balance Ms*** advises that her credit report needs to be updated to what it was prior to the cancellation of her services with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s balance was brought down to zero as of September 27, 2017, and that the customer will be receiving a letter confirming that the account has been paid in fullFrontier advises that the outside collection agency has already been notified that Ms*** no longer has an outstanding balance with Frontier, and that the outside collection agency will ensure that her credit report gets updated accordinglyFrontier spoke with Ms*** on October 9, and advised her of the above statements. 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 him bringing this matter to our attention The Complaint states that: Customer made a payment of that was supposed to go towards Verizon wireless billing but it did not
Frontier has investigated the above statements and offers the following response: Frontier has refunded the payment of and credited customer month of home phone service for the inconvenience We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: The July 25, billing statement contained pro-rated charges from June 27th thru July 24th and month in advance from July 25th thru August 24thIn addition, an Early Termination Fee (ETF) of $200.00, Fios
Broadband Installation $80.00, and Fios TV SActivation $posted to this billCredits totaling $were issued and posted to the August 25, billing statementThe itemized credits were the following: $ETF, Fios Broadband Installation $80.00, and Fios TV SActivation $80.00.Research determined that an order was initiated that upgraded the Fios internet to 150/and removed the Fios Digital Voice.On October 03, a Frontier representative spoke with Ms*** and addressed her concerns The representative has scheduled a follow up with Ms*** and will work directly with the customerWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** is concerned that his service seems to be affected so frequentlyMr*** has reported three out of service
concerns in a total of six months.Mr*** has requested an adjustment for the time he has been without working serviceFrontier has investigated the above statements and offers the following response: Frontier has contacted Mr*** and has confirmed his services are currently workingFrontier finds that a pedestal in Mr***s area was damagedThis pedestal was reburied and repairedMr***s Network Terminal and Router have also been replaced.Frontier has applied an adjustment for the time Mr*** has been without working service totaling $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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention. The Complaint states that: *** *** states he was receiving internet speeds less than what he was paying for, had no video on demand, no movies,
spotty service, and had 3D with Verizon but no longer getting it with Frontier since Frontier/Verizon conversion in April *** *** experienced long hold times, representatives hanging up on him, and no call back from supervisor when promised a call would be made back to him*** *** states Frontier supervisor promised to take care of his account by crediting him for out of service and it was never done*** *** cancelled service with Frontier due to these obstacles and was charged an early termination fee Frontier has investigated the above statements and offers the following response: After several calls to *** *** Frontier was able to credit him for out of service, spotty service, delays with repair, late fees, and an early termination fee for a total of $on September 23, 2016.Frontier has pulled calls for review and provided coaching in all areas needed to assure all of *** Lamperts obstacles were addressed*** *** authorized closing out complaint We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter