Frontier Communications Corp.

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 that her monthly Frontier bills were around $163, and her August bill went up to $
Mrs*** advises she was unaware that a package of free movie channels was given to her as part of a promotion, and when the free trial period ended, it resulting in her bill going up by more than $She also advises that she had no knowledge that she had any movie channels at all, or that she had a promotional rate that would be expiring in August Mrs*** advises she should not be responsible for paying for the movie package for the time in which she was billed for it, since she never asked to have them with her bundled services Frontier has investigated the above statements and offers the following response: Frontier advises that there is nothing in Mrs***’s records that she was ever informed that she had a free movie package and that it would expire in August 2016.Frontier advises that a credit has been issued for the amount of time that she was billed for the movie package, from August 13, to November 24, 2016. The total amount of the credit was $168.30. 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
Date Sent: 1/14/10:29:AM I have been advised on several occasions that my bill will be corrected prior to my next billThis has yet to be doneHowever, I spoke with Frontier (Tocoma) yesterday and she has assured that the issue has been taken care of and that before my bill is sent to me she will make sure that this is doneSo now I am waiting to see if this does indeed occur
Regards,
*** ***

Customer Name: Mr***/*** *** Phone: ###-###-####
Thank you for referring the complaint of Mr***/*** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** states he paid his bill in full to have services restored on December 27, and his service is still not workingMr*** request services to be reconnected and credit for time lostFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr***’s service was disconnected for non-payment and a new installation order had to be issued to reconnect the servicesA Frontier representative issued an order to reconnect Mr*** service on January 4, Frontier advises that no credit is due to Mr*** as he was not billed for service for the time the services were suspended. A Frontier representative spoke with Mrs*** on January 4, and also on January 8, to adviseWe 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*** 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

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 Frontier for her Internet service and Dish network for her television
service and decided to change television service over to Frontier in December and was advised that her first bill would be in February in the amount of $a month plus taxes.Ms*** advises that she received her December bill with the new television charges on it and with other fees as well. Frontier has investigated the above statements and offers the following response: Frontier advises that an order was completed on December 15, for the change to Frontier Television and Ms*** bill cycle is the 16th of the monthFrontier advises that we billed her for the Frontier television service and the Dish network service on her bill and an upgrade fee for the Internet speed of $49.99.Frontier advises that credit has been applied to her account for the $charge and she still needs to pay dish networks monthly charge and will receive credit back from Dish, as Frontier is a billing agent for Dish network.Frontier advises that Ms*** monthly bill will be $plus taxes.Frontier contacted Ms*** and reviewed applicable billing and credits and confirmed that Ms*** is satisfied with the resolution and has a direct point of contact if she needs anything further. We apologize for any inconvenience that Ms*** has 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 they are being billed an early termination fee for their dish service which they had bundle together with FrontierMs*** states that she was advised by Frontier that there were not termination feesFrontier has investigated the above statements and offers the following response: Frontier review the account and we are only able to advise a customer if there have an early termination fee with a Frontier product.Frontier advise to please contact dish to assist with any charges in dispute

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 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 Ms*** bringing this matter to our attention. The Complaint states that: Ms*** states that she does not agree with the charges billed by FrontierShe states that the representative did
not disclose the additional fees associated with the television service or the installation fees Frontier has investigated the above statements and offers the following response: Frontier reports that Ms*** was charged $which was for the equipment and delivery fee of the modemFrontier spoke to Ms*** today and advised her that as a courtesy we issued a onetime credit of $for the delivery equipment fee due to it not being disclosed on the original callFrontier also explained to her that we should have disclosed to her the monthly charge of $for the Sports feeFrontier does explain that there will be additional taxes and surcharges, but we do not know what those will be so we are not able to quote themFrontier explained all of the above to Ms***. 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

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

Frontier has investigated the complaint and offers the following response: Frontier completed repairs to resolve the Static on the Line January 28, Frontier advised Mrs*** that there were multiple trouble found along an aerial stretch at the rear of her property, which Frontier was able to
repair. Also Frontier discovered the need for pole transfers for three polesMrs*** is aware that Frontier will return within a month to complete this task, however it should not affect her service.Frontier issued an out of service credit of $

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,
*** ***

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*** states she cancelled service on 12/2/and is still receiving billing statementsFrontier has
investigated the above statements and offers the following response: Frontier advises that Ms*** was not enrolled in automatic bill pay with Frontier.Frontier advises that there was a history of online bill pay.Frontier has made multiple attempts to contact Ms***. Frontier has sent no contact email correspondence with direct contact informationWe 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 has issued a credit of $towards Ms*** account leaving a zero balanceFrontier confirmed with Ms*** the credit has been applied

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s account was temporarily disconnected for non-pay on September 19, 2016.$in payments were posted to the account through online bill payment on September 20, This
restored service to Ms***’s accountPer Frontier records, Ms*** was aware that the payment made in September was made to restore service.Frontier reflect that Ms*** called Frontier on October 18, advising that her service was cancelled in September Frontier finds that Ms*** did not call to cancel service until October 18, 2017.In addition, Frontier finds the following payments were posted to Ms***’s account: April 4, -$215.00June 10, 2016-$350.00July 12, -$200.00September 21, -$Frontier advises that Ms*** was contacted and advised that proof of payment was not received and would be required to locate any additional payments.Frontier finds that no credits are due to Mrs***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 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 did not address the issues raised in the complaint, including:Failure to honor stated pricingFailure to offer written verification of verbal statementsRepeated follstatements offering to fix the situation did not materializeFailure to disclose the $fee - that was later credited back
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: 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

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*** indicates that Frontier never deactivated his service as requested. Frontier has investigated the above statements and offers the following response: Frontier records confirm Mr*** contacted Frontier chat to deactivate service, but the chat session was disconnected and order was never processed. Notes were found on the account regarding the chat session and the request for deactivation. Frontier submitted a request to deactivate service as of September 28, as originally requested. Mr*** will be given appropriate credits on the November 25, invoice for the charges billed from September 29, to November 24, 2016.A Frontier Customer Service Representative left messages for Mr*** to discuss the resolution and has not received a response. A letter was also mailed to Mr*** with direct contact information for the Frontier Representative. The Frontier Customer Service Representative will continue to assist Mr*** 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 againWe 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 Communications Thank you for referring the complaint rebuttal of *** *** to our office for reviewThe complaint is in reference to the account for a business account under the name *** *** ***. We appreciate her bringing this matter to our attention The Complaint states that: Ms*** states in her rebuttal that she did not agree to the new contract on the accountMs*** states she did not agree to the $fee in lieu of a termination fee Frontier has investigated the above statements and offers the following response: Frontier records do show Ms*** accepted a contract, as well as had the information displayed on the bills as previously stated*** *** *** was automatically renewed on April 3, 2016. Frontier Terms of Service also state: Term These Terms and Conditions apply to any Service ordered from and provided by FrontierCustomer will purchase the Services for the period of time identified by Frontier at the time Service was ordered (the “Service Term”), subject to these Terms and ConditionsIf neither party provides the other with written notice of its intent to terminate a Service at least sixty (60) days prior to expiration, the Service Term of each Service will automatically renew for additional one-year periods, subject to these terms and conditions and at the then applicable one-year term rate, excluding promotional rates.Ms*** contacted Frontier on October 13, to disconnect the accountShe was advised of the auto renewed contract and termination feeShe was offered instead to back bill the discounts that had been applied to the account from the date of the auto renewal of the term. Frontier has reviewed the recording of this call. Ms*** was advised of the early termination fee, but was offered instead to be back billed for promotional credit she had receivedMs***’s response was “Sounds good”The promotional discounts were back-billed on the November 13, bill statement in the amount of $Frontier has determined that the charges are valid and no further credit is warrantedWe 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: Brian M*** 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*** wants adjustments for billing while he was on vacation service.Frontier has investigated the above statements and offers the following response:• Frontier has issued credit for the time Mr*** service was on vacation.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter.Frontier Specialist: Anita D***