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
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,
*** ***

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 *** *** 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 *** *** bringing this matter to our attention The Complaint states that: Ms*** is disputing his bill for services from Frontier. Frontier has investigated the above
statements and offers the following response: Frontier advises upon reviewing the account our records indicate an adjustment has been made to the accountFrontier advises upon reviewing the account our records indicate the cost of equipment has increased, cost of television service has increased, and surcharges have increased since the customer was given the quote.Frontier advises the account is month to month in which the cost of services may increase, unless the account has specified pricing within a specified term.Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotionsFrontier advises on April 19, Frontier spoke with *** *** and advised her of the above mentioned, as well as the current balance 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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** states the original appointment was missed by Frontier and then when trying to get a new one the
next available escalated due date was a week out. Ms*** also states that they were promised free installation and the first month for free since there was so much trouble getting the service going and this has not happenedFrontier has investigated the above statements and offers the following response: On April 20, Frontier issued credit in the amount of $119.65, this waives the installation fee and is the first month of service for free. The current balance is $and is due in the office by May 11, 2018. Frontier tried contacting Ms*** by both phone and email and has not been able to speak with the customer. Frontier is sending out a call me letter to the customer at this time if they still need helpWe 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 Communications Frontier has received the following rebuttal complaint : Mr*** has rejected Frontier’s response stating that the balance owed is more than the $he owed in February Frontier has investigated the above statements and offers the following response: Frontier billing record shows that Mr*** had a past due balance of $that was due on February 25, 2018. When the March 1, statement generated there was a $late payment fee for that past due balance and a $disconnect processing fee in addition to the March 1, to March 31, chargesMr*** also had a late payment fee on his February statement for the missed payment due date of January 25, 2018. His payment did not post until January 29, 2018.Frontier has, as a courtesy, issued a credit for March 1, through March 31, in the amount of $44.99. Frontier’s original response is unchanged and the balance due is $We trust that this information will assist you in closing this complaint. We apologize for any inconvenience Mr*** has experienced as a result of the above matter Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

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

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,
*** ***

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** is disputing her bill for services from FrontierFrontier has investigated the above
statements and offers the following response: Frontier advises upon reviewing the accounts our records indicate the balances are validFrontier has made several attempts to reach *** ***; however, Frontier has been unsuccessful in speaking with herWe 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

Frontier has reviewed the account of Ms*** and finds that there was a missing promotion code on her account.This code was added on 11/27/and will generate correct billing on the 12/16/billing statement.Frontier has issued an adjustment in the amount of $for the time out of service
as well as an additional adjustment in the amount of $to offset the incorrect billing on the current statement.Frontier does apologize for any miscommunication or inconvenience caused

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,
*** ***

Timing of the bill cycle was same as disconnect dateAn expedite of the $refund has been requested

Frontier Communications 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*** is disputing the monthly charges of his Internet service from Frontier. He is being billed $a month and was quoted $a month with a three year price protection planMr*** is disputing charges from Dish Network (bundled with Frontier) for premium movie channels in which he cancelled Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that the account was missing a promotional coding in order to receive the $pricing for the Internet service. A service order has been done to correct this and the cost will now be $a month with a three year price lock and no contract. Frontier applied a credit of $for the months the promotional discount did not apply.Frontier’s investigation found that the premium movie channels from Dish Network were cancelled on September 12, and credit of $is being processed and will appear on the next billing statement.Frontier spoke to Mr*** on September 20, and discussed our findings. Frontier advised Mr*** that the changes will appear on the next statement as well as the credits applied. Frontier provided Mr*** with our direct contact information and he is currently satisfied with our resolution 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

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 Mr*** *** to our office for reviewWe appreciate Mr*** ***
bringing this matter to our attention The Complaint states that: Mr*** was quoted a $onetime credit when services were initially setupMr*** states the credit has not been applied to the account Frontier has investigated the above statements and offers the following response: Frontier has applied the onetime $bill credit to Mr***’s account on June 6th per reviewing the service order write up that was obtained 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
I have both Credit Freeze and Fraud Alert set up for my account. Frontier was noticed of this multiple times. They messed it up by trying to run my credit check as they do for those who do not have Fraud Alert etc set up. So, it's entirely their fault that they failed to run my credit, and I should be offered the same treatment as other Frontier customers who has Fraud Alert set up like me. This is what Felicia T*** of Frontier President's Office told me as their company policy; " If Equifax displays a Fraud Victim, Identity Theft Victim and/or Military Alert, the consumer should be referred to a supervisor, who should obtain valid identification or refer customer to Equifax to have the narrative removed." If you need a copy of her email, I am happy to forward it to you. Thank you
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 was billed for charges that she was not advised ofMs*** states that she canceled
services with Frontier but was billed for an additional month of services.Ms*** also advises that Frontier took a payment of $out of her account without her permission. Frontier has investigated the above statements and offers the following response:Frontier investigated MsMoreno’s account and confirms that there were charges for labor and repair fees in the amount of $billed to her account for a repair that was completed on December 19, where a technician replaced an inside jackFrontier issued an adjustment in the amount of $for the labor charges as a courtesy as these were valid charges.Frontier advises that Ms*** cancelled her services on January 10, Frontier advises that the January statement had already been issued prior to the cancelation of servicesFrontier advises that the February statement has issued prorated credits back to the date of disconnectFrontier advises that Ms*** subscribed to Frontier’s auto pay programFrontier advises that the January statement had already been issued and the auto pay for that bill was scheduled for January 31, Frontier spoke with Ms*** on February 6, 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 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

Frontier CommunicationsThank you for referring the
complaint of John
H *** to our office for reviewWe appreciate *** H *** bringing this matter to our attention.The Complaint states that:Mr
*** states he has told by Frontier his bill would be at a zero
balance.Mr
*** states he bill was not taken to a zero balance and he has received
a bill from a collection agencyMr
*** would like his account brought to a zero balance.Frontier has investigated the above
statements and offers the following response:Frontier reviewed the account and we show an adjustment was submitted on 5/9/for $194.84.This adjustment was denied.Frontier reviewed the adjustment and found Mr***’s only wanted phone and stating the service never worked beginning on billing cycle 11/2/After review of the adjustment it was determined a residential install was posted on 9/19/On 10/21/trouble ticket "*** has loud hum and had no inside wire plan," tech noted the ticket "no trouble." Frontier reviewed the account and can verify on 12/2/Mr*** was informed of all charges on the bill were correct, a credited for $was issued for the Frontier Secure products removed.Frontier called and spoke with *** *** who verified she made the payment closing out the account on 8/10/2017.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** H ***
has experienced as a result of the above matter.Frontier Specialist: Dawn
H*** Department: Customer
Relations