Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier has issued an account credit in the amount of $-reflecting a zero balance. The updated balance has been transmitted to the collection agency and takes approximately to hours to
update.Frontier has advised Ms*** to contact the *** *** *** at ###-###-#### to confirm the zero balance. Once the account is closed out, *** *** *** will mail out a confirmation letter within business days to the address on file.The representative handling this complaint has provided her contact information 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. That is providing they follow up as promised and that my bill will continue to be the rate that the business quoted me. They have given me a credit and I am happy with that. This is a situation that I will need to continue to monitor because I have been told on several occasions that my bill was corrected and it never was. I will do my due diligence and hopefully they will stand by their word
Regards,
*** ***

The Complaint states that: Ms*** reported her phone and Internet service not working.Frontier has investigated the above statements and offers the following response: On July Frontier found bad sections in the cableFrontier replaced the cable

Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician yesterday, January 30, 2018, to repair the phone line and analyze the condition of the telephone pole. The technician dropped a temporary line and Ms*** has dial
tone and the phone is in working order.In speaking with Ms*** this morning, she inquired when the pole will be repaired and when will the temporary line will be replaced with a permanent. The representative handling his complaint will notify the local area management team of the down telephone pole and temporary line replacement with the request of urgency to resolve.The representative handling this complaint has provided her contact information and will update Ms*** in the upcoming days possibly weeks when the telephone pole will be repaired and replacement of the temporary line.Frontier has issued an out of service credit for days in the amount of $which will be applied to Ms***’s billing account dated February 22, 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 Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** states that he was billed an early termination fee for terminating his Frontier services and that he did not have a contract with Verizon or FrontierFrontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s account and determined he was in a contract with Verizon prior to conversion.Frontier investigated Mr***’s complaint and advises that all Verizon contracts including terms and conditions for any services previous provided by Verizon’s local exchange operation were to Frontier CommunicationsFrontier will maintain all terms and conditions of the relevant portions of the agreements through its expirationFrontier advises that on September 29, we credited Mr*** $as a courtesy creditFrontier spoke with Mr*** on September 29, and he is 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

Thank you for referring the complaint of *** ***-***our office for reviewWe appreciate bringing this matter to our attention.The Complaint states that: *** ***- *** advises she has revieved invoices from Frontier regarding unknown chargesFrontier has investigated the above statements and offers the following response:Records show the account is listed under *** *** Service.Research determined account number *** had a balance of $256.65, which has carried over since Decmeber 2015. Research shows the charge is for a Foreign Listing under: *** *** Services ** *** **
*** *** ** ***
***The account is assigned a ficticious number of *** for billing purposes only.Frontier is unable to remove the charges or view any specific billing. The billing for a Foreign Listing or advertisement is handled by *** ***.Ms*** would need to contact *** *** for any dispute or credits regarding this account*** *** contact number 1/844-399- At this time no additional information was provided to warrant a change in Frontier's decision.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 Specialist: Amy B*** Department: Consumer Relations

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 that Frontier quoted her a $early cancellation fee to disconnect her serviceFrontier has investigated the above statements and offers the following response: Frontier’s investigation found Ms***’s account was disconnected on September 25, and there is no early termination fee.Frontier spoke with Ms*** on October 26, and advised there is no early termination fee 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is a classic case of bait 'n switchThey offer a specially priced plan to keep us as a customer and then change the price on the plan once we decide to stay with themThey have notes and I'm sure recorded calls which confirm what I have statedDishonest business practices
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 they were not advised of the early termination fee Frontier has investigated the above statements and offers the following response: Frontier advises that an early termination fee was billed in the amount of $on the August 25, statement Frontier made an adjustment to Mr***’s Frontier statement as a courtesy on October 17, for $118.30. The credit will appear on the November 25, statementFrontier spoke with Mr*** on October 17, and advised of the above 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 spoke to Ms*** and found that the transfer she is referring to is to port her numbers to another carrier
• Frontier did advise we only show number of the that have a port out orderThat number is
*** *** ***The other numbers *** *** *** *** *** *** and *** *** ***, this number has the internet billed on it
• Ms*** will contact the porting carrier to advise
• Since this is a port out issue and there are no orders to transfer service, this is not a Frontier issue
We regret any inconvenience that *** *** may have experienced as a result of the above matter.”

Frontier advises an account number is required for proper investigation of this issueFrontier attempted to reach Mr** but was unsuccessfulPlease provide account information and Frontier will be more than happy to investigate further

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: *** stated that services was not working and would like credit for out of services.Mrs*** also advised that she would like credit for movies that she purchased if she was to disconnect her servicesFrontier has investigated the above
statements and offers the following response:The customer confirmed all requested services are working to their satisfactionIt was explained credits have been processed to the current billThe total credit applied to the account was $Our records also reflect that the customer received an additional credit in the amount of $and a refund check in the amount of $as of today.The customer currently has a zero balance with Frontier.On September 23rd, Mrs*** was advised to open an Ultraviolet account to save her purchased movies.We have not been able to verify the purchase movies with the customer because she has not responded to our attempts.No credit for the purchased movies will be issued.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mrs***
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Thank you for referring the additional concerns of *** *** to our office for review The additional concerns state: Mr*** reiterates that he was told the $rate was to include everything except tax, meaning equipment should have been included in thatMr*** wants the $per month rate all-inclusive plus tax.Mr*** reiterates that he was not made aware of any Sports Fee or Video tax and that these should be removedMr*** states that he was also not advised of a one-time $Modem Handling fee that was charged to his first billFrontier has reviewed these additional concerns and offers the following response: Frontier reiterates that Mr*** is receiving the promised $promotional rate + taxes and fees, however the additional box does come at an additional charge for all Frontier customersFrontier reiterates that the $Sports fee is a fee charged to all Frontier customers who subscribe to a package with any kind of sports channels includedFrontier’s policies dictate that we are prohibited from giving any unreasonable preference or advantage to any particular customerFrontier’s position on this has not changedFrontier reiterates that Video tax is not an additional tax being applied by FrontierIt is the same tax that would be charged for TV, but is separated into its own separate category titled Video taxFrontier advises that while the $Modem Handling Fee and charges for the additional set top box are valid, in this instance Frontier has applied credit to Mr***’s account in the amount of $This credit is for the Modem Handling Fee and months’ worth of the Set Top box charge as well as waiving the contract while this promotion is in effect as a compromiseThis will leave Mr***’s remaining balance due as $due on 5/21/

Thank you for referring the complaint of *** L*** to our office for reviewWe appreciate him bringing this
matter to our attention The Complaint states that: Mr*** states he has not received internet service over the course of one year and request creditFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that a refund generated on MrBean’s account on January 4, on his final account number 928-453-6058.Frontier also found that the service was reconnected on November 27, at the wrong location. A Frontier representative closed the new account on January 27, and applied credit to the account to zero out any balance that was dueFrontier spoke with Mr*** on January 25, to advise and he was satisfiedWe 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 Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises he has been billed for equipment that he returned to Frontier CommunicationsFrontier has
investigated the above statements and offers the following response: Frontier finds that Mr***’s September 25, statement reflected a charge of $for a WiFi extender. Mr***’s October 25, statement reflected an additional charge of $for a WiFi extender. The total billed for the WiFi extender was $96.00.Frontier finds the equipment was returned to Frontier Communications October 5, 2017.Frontier has issued credit for the returned equipment and the late fees associated with the billing dispute for a total credit of $157.86. The credit will print in one or two billing cycles.Frontier spoke with Mr*** on February 5, to provide the above informationWe 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 spoke with Mr*** on November 7, and confirmed credit of $was applied and he has a credit balance of $

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 contacted Frontier to sign up for internet service in and was told that his
condo could not get Frontier service at that time. Mr*** advises that he received a $bill from Frontier for service that was never installed, and that he called Frontier to have the balance credited. Mr*** advises that his credit score dropped and found out that it was because of a delinquent bill with FrontierMr*** advises that his credit report needs to be corrected and that he should be given a credit in the amount of $on the account in which he has existing service with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that the $balance that Mr*** had on his previous account was credited in full and deleted from his credit report as of October 2, His existing account with Frontier at his current address has no past due balance, and if there was a drop in his credit score, it would not be caused by a delinquent bill from Frontier. If Mr*** still advises that his credit score went down due to a delinquent Frontier bill, Frontier advises that he would need to provide a copy of his credit report in order to determine what did affect his credit score.Frontier advises that no credit will be issued to his existing account since the customer does not have a delinquent balance with Frontier and therefore would not be responsible for any drop in his credit score Frontier left messages for Mr*** on May 23, and advised him that the account does not have a balance and was deleted from his credit report on October 2,

Thank you for referring the
complaint of Lynne
*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention.The Complaint states that:Ms*** had difficulty disconnecting one of her phone lines, billing number ***.Frontier has investigated the above
statements and offers the following response:Ms*** called Frontier when she continued to receive bills showing the phone line was active stating that she had requested this line be disconnected in early May 2016.Frontier shows the billing number ###-###-#### was disconnected on June 22, 2016.Frontier has back dated the disconnect order to April 25, when she had originally requested this line be disconnected, and has credited Ms*** for the charges she received on her billing statements.Due to the length of time and number of calls from Ms*** to get this line disconnected Frontier has credited her the remaining balance on the account of $64.41.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.Frontier Specialist:
Rebecca N*** Department: Executive
Consumer Email: *** Relations

Frontier has investigated the above statements and offers the following response:
• Frontier shows that the account was installed (billing) on 10/30/and disconnected on 11/09/
• The bill cycles were the 7th of each monthTherefore the November 7th statement was already mailed before the
disconnection date
• Because the disconnect date was after the bill cycle it billed again in December
• The account has been zeroed out and no money is owed
• Ms*** will receive more statement for the January 7th bill cycle showing the zero balance for her records
• Frontier apologizes for this miscommunication Ms*** experienced
We 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

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 statement by Frontier is grossly incorrect, dates are wrong, missing 3rd phone call, missing payments! I contacted Frontier 1/12/2017, NOT the 13th (as supported by my phone records) and was given an amount of $to pay to restore services. NO mention during that phone call that I had to pay anything in addition, no phone call, no follow up or ANYTHING on behalf of Frontier. Was told services would be restored 24-hours. This did not happenCalled Frontier again on 1/19/2017, NOT 1/20! Spoke with tech support and they scheduled a trouble ticket for 1/20. First of all, how the hell would I have been able to set up a trouble ticket if the tech advised me it was a billing issue? Your tech is a liar. How could I have called on the 20th if the trouble ticket was set for that day. That's a lie. Furthermore, tech support DID NOT inform me that the problem was due to a billing/payment issue. That's yet another lie! In addition I had requested and told would be the case, that I receive a phone call on the 20th advising me of when the tech was on the way up to the home. AGAIN, no phone call, no email, nothing! If this were in fact a billing/payment issue and I was told about it as Frontier claims, why was I able to set up a trouble ticket??!!??I then call on the 26th, set up yet ANOTHER trouble ticket, spend minutes on the phone with tech support and during that entire phone call no mention at any time of any problem with billing/payment. I then get a call on the 27th from someone in tech support informing me the trouble ticket has been canceled and that I need to call and make another payment.The payments applied to this account seem to be wrong as well. September paid $for July, August and SeptemberOctober TWO payments were taken from my account for $each, one on 10/11/that says "Frontier Online E-Bill ***" and a 2nd on 10/12/that says "Frontier Online E-Bill ***" so that should have paid for both October AND November.December went past due because Frontier removed my account from being able to be paid online so I have had no access to any statements, can't make any payments, can't view anything at all and to this date still have no copies of any bills.Then called on the 12th of January and was told I was past due for November AND December!! This makes little sense to me as two payments were deducted from my account on 10/and 10/12. Am still requesting ALL statements from July through January as it appears there is a discrepancy of applied payments, as well
Regards,
*** ***