Frontier Communications Corp.

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

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

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*** ***, Filing on Behalf of Mr***, advises that Frontier has been billing her for Satellite
internet service that was never installed at her homeFrontier has investigated the above statements and offers the following response: Frontier advises that the Satellite internet was removed from the account effective October 12, per Ms***’s request.Frontier has issued an adjustment for $to cover the unreturned equipment charges and a $credit as a customer courtesy.Frontier spoke to Ms*** on May 5, and 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 *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that her Frontier account was closed in September but accidentally made a $payment
in error to the closed account on March 3, Ms*** advises that Frontier told her that she will not be able to receive her refund until three billing cycles have passed. She advises that since her Frontier account is non-existent, it should not take that long for her to receive the refund and would like it to be issued to her as soon as possible Frontier has investigated the above statements and offers the following response: Frontier advises that the refund in the amount of $was processed on April 4, 2017, and that she should have the refund in no more than 10-business days.Frontier attempted to call Ms*** on April 7, and left her a voice mail message, advising her that the refund was processed on April 4, and she should receive the refund in 10-business days 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 *** *** bringing this matter to our attention The Complaint states that: Mr*** *** advised he cancelled home Television and Telephone service with Frontier in July He choose to keep
Wireless Internet services with FrontierMr*** advises, his new Internet bill would be a month before taxesIn August he paid which was an overpaymentHe was told his order was stuck in the system and his billing would be correctedMr*** advises, he would like his account updated, and reflect the correct charges and his overpayment creditedFrontier has investigated the above statements and offers the following response: Frontier advises the order was physically worked in the systemThe prorated billing had not updatedFrontier advises, Mr*** Internet service is plus taxFrontier has pushed the order to the billing systems, and all records have been updatedThe October billing reflects all credits due to Mr***, and there is no payment due at this time.Frontier was unable to reach Mr***, and explained what has been done to resolve this issueMr*** has been sent a Call Frontier EmailWith a Frontier Associates name and direct contact informationWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

Tell us why here
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that: Ms***, at ###-###-####, states that she has been incorrectly billed monthly for her Frontier Internet service. Ms*** states that she should be receiving an extra $off her Frontier monthly bill due to her being an on-line auto-pay billing customer with Frontier.Frontier has investigated the above statements and offers the following response: Ms*** is receiving the correct monthly rate for her Frontier Internet service. Ms*** is on Frontier’s promotional rate of $per month as well as receiving a $monthly discount off her Frontier Internet service for having signed up for Frontier’s online auto-pay billing service. Ms*** is paying $per month for her Frontier Internet service monthly and there is no lower rate available. As of today, May 24, I have tried to contact Ms*** on her contact number, ###-###-####, however have been unsuccessful in reaching Ms*** to inform her of this information. I have mailed a letter out today, May 24, to Ms*** to call me at, ###-###-####, so that I can further assist herWe 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

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
It is true the Frontier had try to contact me All three times they contacted me I was at work, and could not accept the phone call I called Frontier today and again was given a completely different amount of what my monthly bill would be This one was higher then what the Floor Supervisor Andrew had quoted me The representative said she would research it more and call me back So the complaint has not been resolved.
Regards,
*** ***

Frontier has investigated the complaint and offers the following response: Frontier repaired the issues and issued a time out of service credit for days.Frontier contacted Mr***, and he was satisfied with this result

Frontier CommunicationsThank
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 isn’t able to access her video collection and when she can it doesn’t
work the way it should.Ms*** states that she wants to be reimbursed for her video library that she purchased through Verizon for $1,500.00Ms*** states she was told she would lose access to her movie collection is she cancelled her service.Frontier
has investigated the above statements and offers the following response:Frontier understands that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to Frontier. VOD content is now available, including those movies and TV shows previously purchased by customers. Frontier apologizes for any inconvenience this may have causedFrontier has reviewed Ms***’s account in its entirety and shows no repair requests made since acquisition on April 1, and shows live chat and call to Frontier Customer Service.May 17, requesting credit for her VOD.Ms*** received credit in the amount of $60.00.Fios VOD library is not a service that can be credited due to Terms of Purchase Agreement that is clear and had to be accepted and agreed to, twice, for each VOD purchase from VerizonJune 25, requesting additional credit for VOD, removal of HBO & 2-day out of service credit request.VOD credit was denied, see attached Verizon Terms of Purchase Agreement.Out of service credit was additionally denied since there was no record of any trouble being reported.Ms*** escalated to a Chat Supervisor and was subsequently given a day out of service credit for $Frontier’s out of service credit criteria is, service must be out for hours and be verifiable within the trouble reporting system to receive out of service credit.Frontier has placed an escalated request to technical support to reach out to Ms*** within hours to assist her to retrieve her VOD titles, to trouble shoot or send a technician out if needed to get this resolved as soon as possible.Frontier advises that in the future there will not be any credits provided for service trouble that hasn’t been reported directly to the Fiber Solution Center Technical support service.They can be reached directly hours per day at ###-###-####.This number should be taped to any TV box for easy retrieval when needed.This way outages over hours can receive the appropriate out of service credit to the account.Frontier advises that no credit will be issued for VOD library loss per the terms of purchase agreement originally agreed to at time of purchase with Verizon.Per the Terms of Purchase at any time previously purchased video viewing may be removed and or no longer available.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: *** *** Department: Executive Consumer Email: *** 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 he has experienced a delay in getting Frontier services connected at his home. Frontier has
investigated the above statements and offers the following response: Frontier advises that we are unable to provide Mr*** service as the County is refusing to approve the necessary permitFrontier spoke with Mr*** on April 10, to review this information with him 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 Mr*** C *** to our office for reviewWe appreciate Mr*** C *** bringing this matter to our attention The Complaint states that: Mr*** C *** advises he would like Frontier to honor price offeredFrontier has investigated the
above statements and offers the following response: Frontier spoke to Mr*** C *** on September 14, 2017. Frontier explained that changes made will take effect on the next bill cycleFrontier advised bill cycle is the 28th of each monthOrder *** was issued on August 28, and the Frontier bill was already printed and sent outFrontier explained that all promotions were activated and we have set a follow up to ensure bill accuracyWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** C *** 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 technician did come to the house but again the problem is not correctedMy wife spoke with the escalation department and was informed that the issue is because we live in a “high demand” area and the lines do not support the amount of internet users currently relying on themOur home is in a remote location and they stated that they would forward the issue to the management team at our local frontierAs much as they claim they come and fix it, they don’tUltimately the lines need to be replaced in the area to provide us with the “high speed internet” they advertise and we pay for but do not have access to! They call and walk us through speed tests that fail because the internet isn’t working properly!
Regards,
*** ***

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 he was not to be charged the Fios upgrade fees of $and $
• *** *** states that as of his most recent billing he was still being charged and has not received the past refund for these charges
Frontier has investigated the above statements and offers the following response:
• Frontier has investigated and found this is the third complaint filed by *** ***
• Frontier has investigated and found that a credit of $was posted on 11/17/and credit for $was issued previously on 10/10/
• Frontier has verified the codes for the upgrade charge was removed on 11/3/
• 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 complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matter
Frontier Specialist: Angela C*** Department: Consumer Relations

Mr*** requested to transfer his service to his new location on May 13, 2016, the order was delayed due to the existing customer had not yet disconnected serviceFrontier transferred the service on May 26, 2016.Frontier applied a credit for time out of service to Mr***'s account.Frontier
spoke with Mr*** on May 27, and confirmed his services were working and advised him of the credit

Frontier's Local Manager has advised that Mr***'s service concerns were addressed on May 16, Frontier does apologize for any inconvenience caused and will review call records and address any consultant that was rude as an internal training issueFrontier has issued an out of service
adjustment in the amount of $that will appear on the next billing cycle

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 Frontier continued to bill him after he had his Frontier services disconnectedFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr*** called on July 14, to transfer his Internet service but his service was not transferredFrontier issued an order to disconnect and close Mr*** account on September 19, 2017.Frontier applied a one-time credit to Mr*** account on September 19, in the amount of $to zero out the balance on his account.Frontier spoke with Mr*** on September 19, 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

As of 11/12/full credit for the return of the item was given along with the late payment charges

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that:*** *** advises that her bill is always approximately $higher than what it should beFrontier has
investigated the above statements and offers the following response:Records show the account is listed under *** *** * ***, Inc; dba *** ***Research shows on bill date March 16, Ms*** was billed $A payment of $was received on March 14, 2017, leaving a balance forward of $100.00; new charges of $for a total of $374.52.On April 10, a credit of $was applied to the accountOn bill date April 16, shows previous balance $374.52, no payment received, other charges and credits $111.86, balance forward $262.66, total new charges $for a total due of $A Frontier representative spoke with Ms*** who indicated satisfaction with the resolutionWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: Consumer Relations

Current charges for bill have been steady at approximately $month since TV added 5/26/16; order written 3/13/which will reflect new discount of $for year

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr*** stated that the internet service is slow and he has had multiple repair appointments and has been
told by Frontier that nothing will be done about the issue Mr*** stated that Frontier is running an illegal monopoly. Frontier has investigated the above statements and offers the following response: Frontier provisioning identified and corrected a speed-related issue and a technician went to MrKing’s premise on August 1, The technician advised when he left that he was able to get 21M on a speed testFrontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over timeFrontier is not a monopoly provider in any of its service areas. All areas where Frontier provides service are open to competition from any provider that chooses to provide service, including wireless operators and satellite operators. Frontier is committed to delivering the highest quality Internet in its often rural and high-cost service area. 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