Frontier Communications Corp.

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

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

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 that he was billed an early termination fee for terminating his Frontier services and that he did not have a contract with Verizon or FrontierFrontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s account and determined he was in a contract with Verizon prior to conversion.Frontier investigated Mr***’s complaint and advises that all Verizon contracts including terms and conditions for any services previous provided by Verizon’s local exchange operation were to Frontier CommunicationsFrontier will maintain all terms and conditions of the relevant portions of the agreements through its expirationFrontier advises that on September 29, we credited Mr*** $as a courtesy creditFrontier spoke with Mr*** on September 29, and he is satisfied with our resolution 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
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,
*** ***

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 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

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 find that this resolution is satisfactory to me. That is providing they follow up as promised and that my bill will continue to be the rate that the business quoted me. They have given me a credit and I am happy with that. This is a situation that I will need to continue to monitor because I have been told on several occasions that my bill was corrected and it never was. I will do my due diligence and hopefully they will stand by their word
Regards,
*** ***

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*** advises that he has been experiencing connectivity issues with his Internet service from
Frontier for the past two years and Frontier does not fix itFrontier sells a worthless extender modem for $Frontier has investigated the above statements and offers the following response: Frontier investigated and spoke with Mr*** on April 2, and he advised that the extender is not working that he is still having issues. Frontier has applied credit for the $charge and Mr*** can keep it.Frontier advises that a technician went to his home on April 3, and devised a plan to get everything working correctly. Mr*** is happy that action was taken so fast to get his issues resolved.Frontier advises that the local manager in Mr*** area went to his home and introduced himself and gave Mr*** his direct contact information.Frontier has attempted to reach Mr*** and left messages with direct contact information to see if his Internet service is working correctly

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 they were not advised of the early termination fee Frontier has investigated the above statements and offers the following response: Frontier advises that an early termination fee was billed in the amount of $on the August 25, statement Frontier made an adjustment to Mr***’s Frontier statement as a courtesy on October 17, for $118.30. The credit will appear on the November 25, statementFrontier spoke with Mr*** on October 17, and advised of the above 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.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,
*** ***

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

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: Ms*** *** advises she would like the TV service removed from her bill and credit issuedShe explained
that they inquired about adding TV service, but never placed an orderFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on January 2, and explained that we have removed the TV service and issued several adjustmentsWe 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

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,
*** ***

Frontier advises an account number is required for proper investigation of this issueFrontier attempted to reach Mr** but was unsuccessfulPlease provide account information and Frontier will be more than happy to investigate further

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*** advises that he contacted Frontier to sign up for internet service in and was told that his
condo could not get Frontier service at that time. Mr*** advises that he received a $bill from Frontier for service that was never installed, and that he called Frontier to have the balance credited. Mr*** advises that his credit score dropped and found out that it was because of a delinquent bill with FrontierMr*** advises that his credit report needs to be corrected and that he should be given a credit in the amount of $on the account in which he has existing service with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that the $balance that Mr*** had on his previous account was credited in full and deleted from his credit report as of October 2, His existing account with Frontier at his current address has no past due balance, and if there was a drop in his credit score, it would not be caused by a delinquent bill from Frontier. If Mr*** still advises that his credit score went down due to a delinquent Frontier bill, Frontier advises that he would need to provide a copy of his credit report in order to determine what did affect his credit score.Frontier advises that no credit will be issued to his existing account since the customer does not have a delinquent balance with Frontier and therefore would not be responsible for any drop in his credit score Frontier left messages for Mr*** on May 23, and advised him that the account does not have a balance and was deleted from his credit report on October 2,

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: 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

Frontier Communications Thank you for referring the complaint *** *** to our office for reviewThe complaint is in
reference to an account for *** *** ***. We appreciate her bringing this matter to our attention According to the complaint: Ms*** states the office contacted Frontier because they had no internet service. They were provided a ticket number and advised of a call back within hoursNo one called and no technician showed up Frontier has investigated the above statements and offers the following response: Frontier records indicate we were contacted on January 24, to report no internet. The trouble ticket was closed on January 26, and noted that the internet was workingA second trouble ticket was created and a technician was dispatched on February 2, The technician reported repairing inside wiring to fix the problemThere have been no further reports of internet trouble on the accountWe 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*** Executive Customer Relations

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