Frontier Communications Corp.

Ms*** advises that she was billed for Frontier services after her disconnect date of December 9, Frontier has investigated the complaint and found the following:Frontier advises Ms***’s service was disconnected on December 7, 2017.Ms*** was billed for a full month of
service even though she wanted to end the service earlier.Ms*** had pre-paid services and was eligible to continue receiving service through the end of her billing cycle. She could’ve stopped the disconnect if she changed her mindFrontier advises a Frontier agent, as a courtesy, adjusted Ms***’s account for the prorated charges on March 8, in the amount of $113.39. The charges credited are from December 8- December 31, 2017.Frontier advises Ms***’s final balance is $If Ms. *** has any additional questions, please contact the undersignedWe trust that this information will assist the Commission in closing this complaint. Sincerely, Shabrenia W***

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,
*** ***

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

Frontier has investigated the above statements and offers the following response: Frontier advises Mr***’s account was established May 9, The first billing statement was sent out June 2, with a due date of June 26, Billing statements are the first notice of payment due,
Frontier also sent a reminders notice advising if not paid in full by July 19, account would be suspendedFrontier did not receive a payment and account was suspended July 21, 2017.Frontier advises payment arrangements cannot be made on new accounts with no payment history.Frontier has only received one payment of $on July 28, Frontier has fully disconnected service as of August 9, with an effective date of July 27, Frontier advises a final billing statement will be sent September 1, with final balance owingFrontier attempted to reach Mr*** to advise of the above however was unsuccessful 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:
This is good for me, but what about the tens of thousands of other people that are not getting even basic services, such as phone and internet? They do nothing but give excuses Again, apps that don't work, when that was our main reason for signing on with Verizon in the first place, with no end in sight of when they will be fixed We're a family that travels a lot We depend on these apps for entertainment purposes I still believe that some kind of monetary recourse is necessary for the lack of services we are receiving since April 1st, as they are so drastically different than what we received before April 1st
Regards,
*** ***

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*** states he was lured by Frontier with a flyer for no contract service for $per month, for
internet, cable and phone servicesFrontier has investigated the above statements and offers the following response: Mr*** would like to cancel without an early termination fee, Frontier has waived the early termination fee. Frontier also zeroed out the account.Frontier spoke with Mr*** on March 27, and he is satisfied 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

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

Our records indicate the last payment made was on July 15, 2016; which was made through Frontier WebsiteThe May 2, and June 21, payments were made by phoneWe have made several unsuccessful attempts to reach Mrs*** to address her concernsWe trust that this information will assist you
in closing this complaintWe apologize for any inconvenience that Mrs*** has experienced as a result of the above matter

A Frontier employee is currently working with Mr*** to resolve her concernsWe informed her that her complaint has been documented in our database record, which will be seen at the executive level of FrontierThis information was also sent to the proper business unit so that customer service employee will be coached moving forward

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

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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he has had ongoing issues with Frontier’s internet serviceFrontier has investigated the
above statements and offers the following response: Frontier spoke with Mr*** on October 9, and advised that credit has been issued toward his account for the service outageFrontier advises that Mr*** has ported his service to another providerWe 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 him bringing this matter to our attention The Complaint states that: Mr*** states he is not paying Frontier for adding packages and making the monthly payment higher that what they should have been Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on May 2, and was advised that all the appropriate credits have been issued and approved on his account in the amount of $The changes to his account were made on November 6, when *** *** (authorized person on account) spoke with Frontier when she was calling in to make payment arrangements for the delinquent amount of the bill in the amount of $446.04, the Frontier representative advised of the current bundle terms and promotions coming to an end and offered to rebundle services with a new term and new rates, *** *** agreed to this rebundle of new plan and programmingThe Fully Loaded movie package was not removed on this service order as it should have been and Frontier has credited in full for the cost of the Fully Loaded movie packageFrontier has issued a total $credit to Mr***’s accountFrontier advised the balance of $is the total amount due, however Frontier bills a month in advance and Mr*** disconnected his Frontier service on May 10, 2017, the closing statement will adjust from the disconnect date of May 10, through May 21, for days billed in advance not usedMr*** had not been paying the account in full each month and this is why there is a delinquent amount on his account that is due to Frontier for services rendered 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 find that this resolution is satisfactory to me. My voicemail box on my cell is set up and I did receive a message from a representative at Frontier CommunicationsShe explained that my account would be corrected and billed appropriately I am very happy with this outcomeThank you Revdex.com for helping me with this matter
Regards,
*** ***

Phone line is repaired and account was given a full month of credit

Thank you for referring the complaint of *** *** to our
office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mr*** advises that He had had to call Frontier many times to get his correct pricing he agreed to for Fios internet 50/for $ as of October 9, Mr*** advises that every time he called he had to be credited and a new order was to be placed for correctionHis last call was on December 4, Issue Frontier has investigated the above statements and offers the following response: Frontier advises that we have been unsuccessful in reaching Mr***We have left several messages and also sent an Email with our direct contact information.Frontier advises that we reviewed the account and the orders placedMr*** was given necessary credits to bring him to the agreed upon rate of $ Last credit applied December 4, 2016.Frontier has confirmed that the credit which will be applied every month is active on his account to continue his billing at $ monthly for Fios 50/Internet 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
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 them bringing this matter to our attentionThe Complaint states that:*** *** advises that he has experienced internet outages and poor internet connections.Frontier has investigated the above
statements and offers the following response: Repair history shows the following trouble tickets reported * reported July 12, as freqeunt disconnectsThe ticket was closed July 29, as dsl equipment, out of adjustment*reported July 13, as frequent disconnectsThe ticket was closed July 13, as re-programmed modemService workingRecords show credits totaling $were applied on 06/23/for dsl time out of service; $was applied on July 5, for one month of DSL service and $on 08/03/for one month of dsl serviceThe credits should reflect in one to two bill cyclesA Frontier representative attempted unsuccessfully to reach *** ***A contact letter was sent on August 8, We trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: Consumer Relations

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/

Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account of Mr*** and finds that he did take over the account on 10/27/17.Service did disconnect on 12/31/17, however a balance was due, as shown in the payment history below.Frontier
did generate a billing statement on 1/1/as the order to disconnect had not posted to the account at that point, however the next billing statement did generate prorated credits from 12/31/(disconnect date) until 1/31/18.The account balance is accurate and no credit is warranted Payment History Current Pymt Back Bill Date Charges Pymts Date Balance Credits Total 11/01/$ $12/01/$ $ $01/01/$-$12/14/$ $Bill generated for services from 1/1/through 1/31/02/01/-$ $ $This bill prorated credits for services billed for from 12/31/through 1/31/ 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