Frontier Communications Corp.

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:
I have reviewed the response and find it satisfactory as long as they remove the negative credit report from my account.
Regards,
*** ***

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,
*** ***

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: Mrs*** states that she is being billed for internet services she cancelled prior to the transition
from Verizon to Frontier.Frontier has investigated the above
statements and offers the following response:Frontier reflects that customer placed order for disconnection on 02/21/for voice services however the internet did not disconnectAs of 08/25/the internet account was disconnectedFrontier records also reflects that credit has been issued on the customer’s account in the amount of $83.02.This brings the balance to a zero balanceWe 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 Manager

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 you bringing this matter to our attention
The Complaint states that:
• Mrs*** states she continue to have service and billing issues
Frontier has investigated the above statements and
offers the following response:
• On November 26, 2016, our records indicates Mrs*** called inquiring about lowering their billRepresentative offered a bundle package priced at $+ taxes & surcharges, with a year commitment
• Once the December 7, bill was printed, instead of $175.97, it was billed at $+ taxes & surcharges; however, there was an $FiOS TV Activation fee that was applied to the bill in error; which has been credited
• After credits and changes to the account for correction, customer is now billed at $+ taxes & surcharges
• Regarding the router, this monthly charge has been removed
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** has experienced because of the above matter

Frontier advises that Ms***’s subscribed to FiOS 25M High Speed Internet, FiOS TV Extreme HD, Movie/HBO Cinemax All Access Package along with Home Media DVR and Set Top Box rentals on account number *** ***. Her monthly recurring charges were $plus applicable surcharges
and taxes. Frontier advises that the following bill statements were mailed on account ***: Bill Due Current Unpaid Total Payment / Date Date Charges Balance Due Credit 11/16/14 12/10/14 $208.78 $208.78 $ (208.78) 12/04/12/16/14 01/09/15 $208/78 $208.78 $417.56 (208.78) 01/05/01/16/15 02/09/15 $218.15 $208.78 $427.03 (210.00) 02/03/02/16/15 03/12/15 $218.25 $217.03 $ (217.03) 03/04/03/16/15 04/09/15 $218.25 $218.25 $ (04/03/15) (30.16) credit 04/16/15 05/11/15 (98.86) * $188.09 $ *account *** was cancelled as of 04/03/ Frontier advises that on April 3, an order was placed to change the account number from *** to ###-###-####; a request was submitted to ship return boxes; and a credit of $was applied to the account for days of set top box charges indicating that a previous representative did not send out return boxes. Frontier advises that a final bill statement was mailed on April 16, for account *** as indicated above. The first bill statement for account ###-###-#### was mailed on June 16, reflecting a balance due of $for services dated April 4th through July 15th Frontier advises that Ms*** spoke with an escalation representative on July 23, regarding the bills and states she was offered a lower rate plan. A review of the call recording found that the representative advised Ms*** that she would correct the account to a rate of $plus applicable surcharges and taxes; applied credits totaling $honoring the rate of $as well as removal of set top boxes for the June bill; and advised that the August bill would reflect prorated credits for July’s bill. Ms*** was advised that the past due balance for the June bill was approximately $548.74. She inquired if she could pay half now and half later. Ms*** was conferenced with our Collection department and agreed to pay $by the end of July and $on August 10th. Frontier advises that Ms*** disconnected service on September 28, 2015. Frontier advises that the following bill statements were mailed on account ###-###-#### and reflect that only payments were been received: Bill Due Current Unpaid Total Payment / Date Date Charges Balance Due Credit 06/16/15 07/10/15 $817.58 0 $817.58 07/16/15 08/10/15 $223.62 $817.58 $ (275.00) (22.78) credit 08/16/15 09/09/15 (168.45) $743.42 $ (275.00) 09/16/15 10/13/15 $150.36 $299.97 $10/16/15 11/09/15 (83.54) $450.33 $ Frontier advises that Ms***’s monthly charges from April 4, through September 28, were $($plus applicable surcharges and taxes. The account reflects a final balance owing of $which is broken down as follows: $x months = $736.80; $/ days = $122.80; and $late payment fees plus tax. Frontier advises that the balance of $is accurate and no further credit is warranted

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

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

Frontier has reviewed the account of Ms*** and finds that there have been three trouble tickets in reference to her internet service, one in which was a common cause in the area, and two in which the technician was not able to investigate due to no access.Frontier has attempted contact on
11/1/16, 11/2/as well as 11/3/and has left detailed messages with direct contact information. Frontier advises that Internet service speeds are based upon many factors, including a surplus of internet users and wireless devices, customer location, customer equipment, and network interference. Customer speeds may vary over timeMs*** will need to make contact with Frontier’s consultant that has attempted to reach her in order to set a time for the internet help desk or a technician to investigate further.As a courtesy, Frontier has reduced Ms***’s internet pricing to $a month for three years

Complaint Number: *** Customer Name: *** *** Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states that her Frontier service was not disconnected at the end of the billing cycle of February 29, Frontier has investigated the above statements and offers the following response: Frontier upon reviewing the account advises our records do not reflect a request for disconnection of serviceFrontier advises upon reviewing the account Ms*** received a time out of service credit of twenty-three dollars and thirty -two cents see for an outage in the month of February 2016, the adjustment can be seen on the April 1, billing statement. Frontier advises upon reviewing the account there is no record of Ms*** requesting disconnection of service to take place for the month of May 2016. Frontier advises that the last amount paid to Frontier was in the amount of One-Hundred Sixty- Four dollars and Eighty-One cents on February21, There is not any record for request of disconnection of service as well. Frontier has spoken with Ms*** *** and has been advised of second review of account and the balance will be sustainedWe 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 above statements and offers the following response: Frontier advises that we have shipped a new modem to Ms***, per her request.This should be received in 3-daysShould Ms*** continue to have issues, she can contact technical support at *** *** *** 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
review. We appreciate her bringing this
matter to our attention.In the complaint Ms*** expressed concern regarding the request to
cancel her internet service on May 14, 2016. Although she made multiple
requests, her account was not cancelled as
requested, forwarded to Frontier Collections and credit reported.Our records indicate on May 14, 2016, Ms*** spoke with a Desiree
Pand the representative documented cancel trouble ticket/ cancel the internet
BTN: 9***-*** ***. On March 17, 2017, the account balance
reflected was $353.28.A request was submitted to Written off Adjustments to credit the total
balance in the amount of $353.28. A
request to delete any derogatory line of credit be removed from MsJensen’s
credit report. Please be advised this
request may take up to 24-hours for completion. Once the deletion is granted, the credit
bureaus can take up to days to update the credit report. The account balance has been cleared, and now reflects a $
balance. The above information was provided to Ms*** on March 17,
2017. We sincerely apologize for the difficulty Ms*** experienced in her
attempts to resolve this matter. Should
Ms*** wish to discuss this matter further, I can be reached at
###-###-#### EXT ***Sincerely,Felicia T***Executive Customer RelationsFRONTIER
COMMUNICATIONS

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

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: Ms*** states received letter of credit deletion but can still view it on her credit
Frontier has investigated the above statements and offers the following response: Frontier advises a deletion was submitted January 5, and can take to days for it to be completed.Frontier spoke with Ms*** on January 18, and reviewed the aboveWe 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 above statements and offers the following response: When closing an account, the Frontier policy states that it takes approximately days for the account to cycle out of the billing systemThis allows any charges/credits to be applied to the account such as
long distance calls, Pay Per View, etcFrontier has issued adjustments to Ms***’s account in order to match the price quote providedAt this time that balance is in the amount of $The July statement should apply additional credits to Ms***’s accountWe regret any inconvenience that Ms*** may have experienced as a result of the above matter

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*** advises the service has had several dropped calls and internet speed issues that have not been
resolvedMrs*** also advises that she has been double billed for her internet services and has not received all the appropriate credits back Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** and apologized for the service and billing issues related to this complaint.Frontier confirmed with Mr*** that an appointment was completed two weeks prior and the services for phone and internet are currently now workingFrontier confirmed that the Mr***’s account has the lowest price available for internet serviceFrontier also made an adjustment of -$which has been applied to the account to correct the previous billing error with the internet pricingFrontier has confirmed that the current billing statement is reflecting the correct internet rate 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 find that this resolution is satisfactory to me I
will have to verify with the credit bureaus that the negative information supplied by Frontier was removed from my files I have already started the dispute process with them regarding Frontier Communications
Regards,
*** ***

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

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