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 above statements are a gross misrepresentation of the factsI was relegated to selecting my current plan (internet only) and got rid of the Tv service and phone because I was essentially told my $dollar plan "does not exist" in the Frontier systemOn two separate occasions I was told that I was misquoted by the sales representativeEssentially, this is a case of bait and switchI am not satisfied with the outcome but was forced to choose a lower plan in order to afford the payments I will be satisfied when Frontier admits wrong doing, refunds me for each month that was overpaid, and investigates the employee who baited me into this plan
Regards,
*** ***

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 Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** states he’s had difficulty reaching premium technical support regarding his internet serviceMr*** also states he
was treated badly by the representative on the instant chat. Frontier has investigated the above statements and offers the following response: We reached out to Mr*** on April 27, who informed us his internet is working properly nowFrontier advises we have reviewed the instant chat between Mr*** and our agent and the conversation has been referred to the representatives supervisor for additional coachingWe apologized for any inconvenience this may have caused. 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

YesPer conversation with myself and Frontier communications, which was documented on their communication log First conversation was in June and 2nd conversation was dated July 11thTo include, the conversation on July also confirmed the agreement In addition, all calls
were assigned a case number and documented

Frontier Communications Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate RevDex.com bringing this matter to our attention. The Complaint states that: Ms*** advises that her service was to be removed from Frontier on June 1, and she was to receive a $credit on her account Frontier has investigated the above statements and offers the following response: Frontier has left two messages on June and June along with an email but has not received a responseFrontier investigated and provides the information that Ms***’s service was removed on June 1, and has applied a $credit to her accountFrontier will follow up with Ms***’s account when the July 1, bill cycle is processed. 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: Lori F* Department: 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 continues to get billed for internet service he cancelled on August 8, Mr*** states he paid a $deposit for his services and that this amount should be refundedMr*** states his obligation to Frontier should be considered fulfilledFrontier has investigated the above statements and offers the following response: Mr*** placed an order for disconnection of services on August 8, 2017.Mr***’s bill cycle is on the 1st of each month and the August 1st statement billed prior to the disconnect request.Frontier’s terms of service state no partial month credits or refunds are granted for internet services.Another bill was generated for the month of September.Frontier applied Mr***’s deposit of $to his August 1st statement.Frontier has issued credit to bring Mr***’s account balance to zero. A statement will be generated on September 21st to reflect a zero balanceThis statement over rides any previous bills generated after the disconnection of services. 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 Specialist: Carla P*** Department: Customer Relations

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 can not prove that *** has bills sent to her - she has no bills at her house, and does not have e-mail.Frontier is incorrect when stating that we did not have conversations with them prior to the switch.*** spoke with Frontier about porting the phone number, but only after receiving authorization from ***.The practice of not advising customers on the phone about the early cancellation policy is tantamount to lying at best - stealing from customers at worst.Such a huge company such as Frontier should not be praying on senior citizens with very limited income
Regards,
*** ***

Thank you for referring the complaint of Ms
*** *** to our office for reviewWe appreciate your bringing this matter
to our attentionAccording to the complaint: Ms*** states she has been billed incorrectly for her Fios BundleSeveral attempts to resolve this matter were
unsuccessfulFrontier has investigated the above statement
and offers the following response:Ms*** established the Fios Double Bundle on September 29, It appears the bundle discounts weren’t activated when the order was processedThis matter was corrected on February 18, On January 18, adjustments that total $were submitted for approvalA portion of that adjustment appeared on the February 1, billing statementOn February 18, an adjustment in the amount of $was submitted for approvalPlease allow 1-billing cycles for adjustments to appearGoing forward, Ms***’s Double Bundle will bill at $per monthThis price excludes taxes, fees and charges for any products outside the bundle such as set-top box rentals, video-on-demand, and premium channelsA promotion was added on January 23, to provide HBO at no charge for monthsBeginning month standard rates applyWe trust this information will assist you in
closing this complaintFrontier apologizes for any inconvenience the customer
has experienced as a result of this matterThank you,Edna CExecutive 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 the Frontier service is still horribleThe Internet and telephone only work when they want toHe just wants to be relinquished of the account and charges Frontier has investigated the above statements and offers the following response: Frontier spoke to *** on March 6, He requested to disconnect the Internet and telephone serviceFrontier processed an order to cancel all services with Frontier as of March 7, Frontier advised Mr*** of credits issued previously for out of service issuesFrontier also effective dated the order back to February 8, He is aware he will receive a final bill on April 1, 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 *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he called numerous times to disconnect his Frontier servicesMr*** stated he received a
bill for $and doesn’t feel he owes the balanceFrontier has investigated the above statements and offers the following response:Frontier advises that Mr***’s service was disconnected as of September 18, per Mr***s’s requestFrontier advises that there are no records of any requests to disconnect Mr***’s Frontier services prior to September 18, 2017.Frontier advises that the balance on the account is for previous unpaid bills from the July 13, bill to the disconnect date of September 18, 2017.Frontier spoke with Mr***’s on October 31, to advise of 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 has investigated the above statements and offers the following response: Frontier advises that Mr*** requested the disconnection of his account on April 26, 2016.The order was back dated for Mr*** to allow credit back to April 14, for service chargesWe 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

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

Thank you for referring the complaint of *** *** to our office for review We appreciate Ms*** bringing this matter to our attention.The Complaint states that:• Ms*** advises that she has been experiencing intermittent speed and connectivity issues for years with her Internet
service from Frontier.• Ms*** states she has requested a modem from Frontier multiple times and has not received one. • Ms*** states she was advised she would receive credit for months of bad internet service. • Ms*** states she did not receive months of credit and was disconnected for non-payment. Frontier has investigated the above statements and offers the following response: • Frontier advises Internet service speeds are based upon many factors, including network congestion, customer location (depending on the distance from Frontier’s closest facilities), customer equipment, and WiFi network interference Internet speeds may also vary over time• Frontier recently implemented several system updates/upgrades in the network in the Spring Creek/Elko area, relieving the internet network congestion Frontier is planning further upgrades to the network in the Spring Creek/Elko areaGiven that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion. • Account records show Ms*** contacted Frontier requesting her older modem back which she was advised is not possible. • There is no record or notation advising Ms*** would receive months of credit for service issues, Frontier only issues credit towards the internet charges with specific documented outages over hours The last trouble report was for slow speeds, no outages have been reported. • Account review shows the last payment received by Ms*** was on 9/2/16, Frontier records shows Ms***’s account was suspended for non-payment 3/2/and completely disconnected on 3/20/effective the date of suspensionIf Ms*** wants services reconnected she will need to pay the full outstanding balance and place an order to install new service. 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 Executive Customer Relations

Frontier spoke to the customer and advised we would follow up on the 8-1-closing statement and credit the bill back to the 5-30-that she left her old address and we would issue credit for the $early term fee. We will follow up with her again once the adjustments have been
made. She has our contact information

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr.***’s account experienced issues with promotional discounts due to consultant errorThese issues were credited immediately once Frontier was notified and the customer was not
required to pay the balance in fullThe credits were applied to the balance immediately.Frontier has internally address all coaching opportunities related to this complaint 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 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 CommunicationsThank 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*** has
had trouble with internet connections.They have had
over technicians try to
assist them to no avail.He is
requesting compensation for not getting the service that they are paying
for.Frontier has investigated the above statements and offers the
following response:Our Executive Tech Support Team is assistingA new trouble ticket is open as of April 13, and will continue to work on better reception and connectivity.We apologize for the trouble the customer has experienced.We have applied a one-time courtesy credit of $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
Specialist: Bridget G. Department: Executive Relations Telephone Number: ###-###-####
Ext.1113138 Fax Number: ###-###-####

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

Frontier has investigated the issue and found that the account for *** *** had an incorrect e-mail listed for contact Frontier had made multiple attempts to remove the e-mail: ***com from the account, but the attempts failed due to a system issue On July
Frontier was able to force the system to recognize out attempt to remove the e-mail from Mr***'s account I left messages on 8/and again earlier today (8/18) asking Ms*** if she had received any e-mails since 7/ I did not receive a reply, so I believe this issue has been resolved

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises that her Frontier account is not current and all payments have been submitted Frontier has
investigated the above statements and offers the following response: Account research shows the account has carried a past due balance since December 2015.Records show the last payment received from Ms*** was on December 22, for $636.00.Additional research shows a credit for $was applied for the early termination fee. This reflects on bill date December 28, At this time Ms*** has a balance payable and due of $ A Frontier representative attempted unsuccessfully to reach Ms***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: Amy B*** Department: Consumer Relations