Frontier Communications Corp.

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attentionAccording to the complaint, Mr*** has billing concernsFrontier Communications investigated the accountBack ground billing issues were found when Mr
*** worked directly to The Office of the President of Frontier CommunicationsCredits for the overages were issuedMr. *** is aware of the known issue, and aware that it is being worked onMr. *** has been given The Office of the President Representative’s direct contact information if further assistance is required. Frontier apologizes for any inconvenience the customer experienced as a result of the above issueWe trust this information will assist you in closing this complaint

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate his bringing this
matter to our attention The Complaint states that: Mr*** was without phone service for more than two weeks over the past few monthsMr*** has called multiple times to receive a repair date and has been given different dates for the repair to be completedFrontier refuses to fix the problem Frontier has investigated the above statement and offers the following response: On August 30, 2016, Mr*** reported that he was unable to call out on his phone. A trouble ticket was issued and service was restored on August 31, 2016.On October 17, 2016, Mr*** reported that he did not have a dial tone on his phone. A trouble ticket was issued with a due date of October 19, 2016. On October 18, 2016, Frontier recognized that Mr***’s service was part of a common outage in his area. On October 24, 2016, Mrs*** contacted Frontier to verify when the service would be restored. At this time Frontier was still working on resolving the outage.On October 26, 2016, Frontier was able to restore phone service for Mr***. Mr*** was provided an out of service credit of $73.97. Mrs*** has confirmed service was restored and has been provided my direct contact number for future reference 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 Sincerely, Carla P***, Frontier Customer Relations

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.”

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 After waiting for almost a month and getting the Revdex.com involved our money has finally been returned Thank you, Revdex.com, for your assistance in getting this rectified since Frontier had been so unprofessional and unwilling to assist before involving you.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** advised Frontier that after a missed appointment she decided to stop making payments to her account
Mrs*** advises that she would like to have the account terminated effective for the date that the services were suspended for non-paymentFrontier has investigated the above statements and offers the following response: Frontier reviewed MrsRivera’s account and confirmed she had not made a formal request to terminate the account and that her services were suspended for non-payments as of February 27, 2017.Frontier contacted Mrs*** and received her consent to terminate the accountThe billing end date has been registered as February 27, and return kits were sent so she may return the Frontier equipmentFrontier also advised Mrs*** of the final billing process and explained she can expect her final statement reflecting the February 27, end date within the next days 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

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
My request was for contact which I have not receivedThe information about a VPL makes no sense whatsoever because a programming language has nothing to do with internet speed and I am not a programmer and if I was, it would not matterThe idea that I am using a LAN is accurate, as anyone that connects a computer to a router is using a LANAgain, if the documentation form the technicians was accurate it would be known where the issue lies and what it is, but this complaint was submitted for lack of contact and I am still waiting on said contactI have never received a call from Amy, and I have in fact talked to several people in the last week requesting that Amy contact meNo where in my complaint have I requested a credit, I have asked for contactUntil contact is made, this is not resolved
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*** advises that her Internet service has been out for a month and has made three appointments to fix
the problem and the technician’s have not showed up after she has taken off from work to be home. Ms*** advises that her bill is current and is still paying for the serviceFrontier has investigated the above statements and offers the following response: Frontier advises that the repair ticket was missed two times due to a heavy work load in the area and was rescheduled.Frontier advises that the repair ticket was closed out on March 15, with an equipment issue out on the line that needed to be replaced.Frontier has issued a credit in the amount of $for one month of service and will appear on Ms***’s next bill.Frontier has made several attempts to reach Ms***, unfortunately, our attempts have been unsuccessful. Frontier has mailed a letter with a direct point of contact should Ms*** need further assistant with her complaint We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

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

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*** indicates that Frontier improperly charged her for phone, internet, and television
serviceFrontier has investigated the above statements and offers the following response: Frontier records confirm Ms*** was changed to new pricing which caused an increase to her monthly chargesFrontier was able to adjust the pricing back to the grandfathered rate prior to the change taking place. Ms*** has been given appropriate credit for the services billed from 9/15/to 10/19/when services were disconnected.Frontier has verified that Ms***’s account will not be billed an Early Termination Fee for the services deactivated on October 19, 2016.A Frontier Customer Service Representative spoke with Ms*** on October 20, and confirmed she is satisfied with the resolution. The Frontier Customer Service Representative will continue to assist Ms*** with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again 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

Per Frontier records, Ms*** called and spoke to a Frontier agent on January 14, in reference to disconnecting her service. She was given order #***. An agent tried adjusting her account for the time that she didn’t have service and the adjustment was disapproved.
As a courtesy, I adjusted the account in the amount of $which includes tax. Her remaining balance after the adjustment is $I tried reaching out to Ms*** to advise and she was unavailableShe can contact me on the can be reached number listed below at her earliest convenience Thanks! Case closed. Shabrenia W*** Executive Customer Relations/GM Specialist

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: Mr*** advises that since his service was changed over to Frontier on April 1, that we have had
terrible Internet service. It has been slow and the Internet has stopped working at times and we are not getting the same speed that we had with Verizon. Mr*** advises that he has done speed tests and is only getting Mbps when paying for Mbps. Mr*** advises that he is getting robbed for two months of Internet service and would like a refund for the two months as I work at home and this is an incredible hardship and we want issues resolved or we will be forced to cancel our services.Frontier has investigated the above statements and offers the following response: Mr*** has been sent two emails and has been called two times and left a message both times with call back information and no return calls or return emails. Mr*** has also been mailed out a call me letter, for him to call in so we can help and get his Internet service back working to what it was before the conversion from Verizon. A credit in the amount of $has been credited off Mr*** account for part of his April and May bill.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 Frontier Communications in reference to complaint ID ***, and somewhat reluctantly find that this resolution is satisfactory I would like to state that this $error on the part of Frontier Communications is costing me around $10,in increased costs over the life of the mortgage that I have applied for when I discovered their errorTheir erroneous handling of my final bill and subsequent reports to Experian and Equifax sent my credit score plunging from down to This drove the interest rates I could apply for up by 1% or more and caused numerous extra costs to be added to closingI find Frontier Communications billing and customer service handling of this matter to be extremely irresponsible and will never recommend anyone to use their service
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: Ms*** *** advises that she signed a two year contract with Verizon
and when Frontier acquired the service she was dissatisfied with the services. Ms*** *** advises that after the two year contract expired in August 2016, she decided to cancel the services and at that time she was not notified of any outstanding charges on her accountWhen Ms*** *** received her final bill she discovered a $early termination charge. Ms*** *** advises that she called into Frontier for clarification on this, Frontier indicated that she received a $customer credit in August of which, without her knowledge or consent, committed her to a new two year agreement. Ms*** *** has attempted to contact Frontier regarding this issue, but the customer service representative did not remove the $cancellation fee Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** *** account was in a two year commitment ending in August when Frontier acquired her services with an automatic renew on it from Verizon. Frontier advises that an order was placed on September 23, to disconnect services and because it was on an automatic renew it renewed for another two years and charged an early termination fee of $200.00. Frontier advises that a credit has been given in the amount of $to the account and leaves a credit balance of $28.66. It will take approximately days for Ms*** *** to receive the refund check. Frontier apologizes to Ms*** *** for any inconvenience that she has experienced and is satisfied with the resolution. 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 *** *** to our office for reviewWe appreciate
your bringing this matter to our attentionA review of
credits issued and posted to the account determined:Credit in the
amount of $was issued on May and appeared on the June billing
statementCredit in the amount of $was issued on July and appeared on the
July billCredit in the amount of $was issued on July 26. $of the aforementioned balance appeared on
the August bill. The remaining
balance is pending postingCredit in the amount of $was issued on
August (After the August bill generated)This credit will appear on the
September billing statement As of August 18,
the service was ported to another service providerSincerely,Amara H.Frontier
Customer Relations Specialist/GM Specialist

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.
At this point it is clear that Frontier is not willing to resolve my issue. It sounds like their terms and services changed sometime in and customers were probably notified somehow or other, but I paid my bill on line each month and no where was it made obvious that there was such a change that affected when we could cancel our service. I stand by the fact that it is extremely unfair business practice not to allow cancellation at any time when someone IS NO LONGER UNDER CONTRACT FOR SERVICE. I will make sure that I never again use Frontier Communications and will make sure that anyone and everyone I know understands they have unfair business practices in hopes that no one else will get stuck in the same situation.
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*** advises that she had received a notification from a collection agency informing her that she had an
outstanding balance of $on her Frontier accountMs*** advises that Frontier needs to credit her the $balance. Frontier has investigated the above statements and offers the following response: Frontier advises that a credit in the amount of $was issued to Ms***’s account on October 24, 2017, and that she now has a zero balance with Frontier. Frontier also advises that the collection agency will be notified that customer does not owe Frontier any moneyFrontier contacted Ms*** on October 24, 2017, and left her a message, informing her of the $credit and the zero balance on her account. 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 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

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that based on the account review, the early termination fee of could be waivedFrontier spoke with Mr*** advising of the process that would be done to
waive the term fee as it required a new disconnect order to be written for the term fee to be waivedFrontier advises that the confirmation number for the new disconnection order is ***.Frontier advises that the termination fee has been waivedFrontier spoke with Mr*** in regards to the above 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: Ms*** states that she is being billed for service that she is not being providedMs*** states that last bill she received is due August 31, Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that credit was issued to the account and there is a credit balance of $that we show we owl Ms***.Frontier shows that there is a pending order to disconnect service per Ms*** request 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