Frontier Communications Corp.

Thank you for referring the complaint of Ms
*** *** *** to our office for reviewWe appreciate your bringing this matter
to our attentionAccording to the complaint: Ms*** states she is being billed at a higher monthly rate than she agreed to in September Frontier has investigated the above statement
and offers the following response:An order was processed with an effective date of August 16, to upgrade the Fios TV portion of the bundle from Custom to Ultimate HDWhen the order completed, the discounts that were associated with the previous bundle were removedNotes indicate Ms*** called the business office and escalated her billing concernsA representative is currently attempting to get the previous discounts reactivated to the accountWe trust this information will assist you in
closing this complaintFrontier apologizes for any inconvenience the customer
has experienced as a result of this matterThank you,Edna CExecutive Customer Relations

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
As I stated in my last message, Frontier is lying about the entire situationWe only cancelled our service after months of not receiving what we were paying forWe called numerous times to complain about the service prior to us disconnectingFrontier has no right to hold us hostage to a contract that they can not themselves upholdThey have issued Zero credits for the period of time between the verixzon to frontier transferWe only cancelled after months of terrible and sometimes no service at allIf they will not negotiate a reasonable final bill to us then we will see them in courtI will not be robbed by frontier like the other thousands and thousands of other customers that the have done this toI will consult an attorney at this point.
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 she has experienced poor internet connection for the last monthsFrontier has investigated
the above statements and offers the following response: Repair history shows the following trouble tickets reported * *** -06/as no dial toneThe ticket was closed 07/01/as open connector, aerial*** reported 06/18/17-as no dsl syncThe ticket was closed 06/27/as broken fault, ***-05/28/as no dsl syncThe ticket was closed 05/31/as programming issue*** 05/02/17- as frequent disconnectBad sectionConductorOn July 12, a credit for $was applied for the time out of serviceThis should reflect in one to two bill cyclesA Frontier representative attempted unsuccessfully to reach Mrs***A contact letter was sent on July 12, 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

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
I am shocked that frontier said that I have not returned their callsI have proof in my call log that I have been calling her back every time she calls meHer name is MelodyI have left her numerous voicemails asking for her to call me when I'm done with workI work for a school and I cannot be on my phone during the dayShe keeps calling me when I am not availableI am not accepting their response I think this whole thing is ridiculous and it needs to be resolvedI was told that I would not owe any money when I canceled and they need to honor that! I just called Melody AGAIN and got her voicemailPlease Revdex.com, help me fix this!
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: Ms*** advises the balance due on the account was made over the phone at the time the service was disconnectedWe continued
to get statements after the disconnection of service. We wish to have no further contact with by the business with credit score intact and an apology acknowledging poor business practice and harassment Frontier has investigated the above statements and offers the following response: Frontier Communications bills one month in advance and the payment totaling $was received and covered the time period beginning 1/22/through 2/21/this reflected on the 1/22/billing statementAt the customer’s request the service was disconnected the end of January and the previous balance of $reflected as a past due amount on the 2/22/billing statement. In addition; the 2/22/billing statement reflected a disconnection of service credit totaling $(back to 1/30/17). Now the balance reflects as $on the following billing statements: 3/22/17, 4/22/and 5/22/17. The current balance of $is valid and sustained 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 has investigated the above statements and offers the following response: Frontier determined that the price of was reached with a discontinued discountFrontier Spoke with Ms*** and advised that Frontier has
used the information for an internal coaching opportunityFrontier issued an adjustment in regards to the aboveMs*** presented no further questions or concerns We regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier CommunicationsThank 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 was quoted $plus taxes and surcharges for the
triple
play package for six months, then increasing to $plus taxes
and surcharges for month six through Mr
*** June statement did not reflect the quoted priceFrontier has investigated the above
statements and offers the following response:Frontier review the account and we show the customer promotions were not activated on Mr*** account.Frontier has placed an order *** to activate the proper promotions to Mr*** accountFrontier has reviewed the account and has advised Mr*** monthly recurring charges will be $plus taxes and surcharges for month one through sixFrom month six through twenty-four the monthly recurring charges will increase to $plus taxes and surchargesFrontier has also placed an order *** to have the second phone line billed with the main phone line.Frontier has adjusted Mr*** billing to reflect the correct monthly recurring charges of $plus taxes and surcharges for the first six months of $applied to the accountFrontier has advised Mr*** of the findings and changes, he is satisfiedWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience *** *** has experienced as a result of the
above matter.Frontier Specialist: Shaneshia
R*** Department: Customer
Relations

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 the account was set up by Verizon in March of and that she was quoted a
rate of $99.99/mo plus taxes and her bill is not reflecting that pricingShe is also requesting the $Visa card promised to her by Verizon and an investigation into Frontier for fraudulent practices as Frontier is attempting to charge her for a reconnection fee already paidFrontier
has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that Verizon had provided the customer with a rate of $112.98/mo + taxesThe first two bills generated on 4/20/and 5/20/were $higher than the quoted amountMs*** spoke to a supervisor in customer service who applied a $adjustment per month for twelve monthsThis honored the rate of roughly $after taxes that Ms*** states she was promised by VerizonFrontier has reviewed each bill since and Ms*** has received discounts/adjustments for time out of serviceAny fluctuations in the bill have been due to minor late payment feesThe most recent bill dated 3/20/was approximately $higher due to Ms***’s $video promotion expiringThis promotion was clearly labeled on the bill each month since the acquisition in April of Frontier advises Ms*** to contact customer service at ###-###-#### when her other $promotion expires in May to discuss other possible pricingMs*** is not currently locked into a contract with an early termination penalty fee.Frontier has investigated the reconnection fee mentioned by Ms***Ms*** has not paid a reconnection fee on the account since its establishmentMs*** was charged a Reconnection charge on the January 20th, cycle of $However, it was adjusted and removed upon the February 20th, bill cycle in the amount of $This can be viewed under “Other Charges and Credits from Prior Periods” on the 20/20/bill cycleMs*** has not been charged a reconnection fee sinceFrontier has investigated the $Visa gift card requested by Ms***During the month of March 2016, Verizon had two promotions available for customersEither $off a month for months or a $Visa cardMs*** received the $20/mo adjustment for months making her ineligible for the visa cardNo notations from Verizon are available as to Ms*** being advised that she was signed up to receive a Visa cardHowever, as a courtesy, Frontier will honor a $bill credit per month for four monthsA total value of $These bill credits will begin on the April 20th, bill cycleWe
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: Austin B*** Department: Executive Consumer Relations

Frontier Communications
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention
The Complaint states that:
• *** *** tried cancelling service for some time now with Frontier
• Since the transfer from Verizon to Frontier she has never had a pin number and her checking account information was also transferred to continue payments automatically
• *** *** called corporate and had her account cancelled on August 10, A payment was drafted for $and was advised she would receive a refund
• *** *** again was charged on September 2, for $after receiving an email stating the Electronic Funds Transfer was cancelled
• *** *** has received bills showing a credit for $only and was told the other $would have to go through Frontiers collections department
• *** *** was advised was not going to get a refund for more billing cycles
• Frontier continues to take money from a client that has cancelled and does not want to send her refund, stating she has to wait months for it to process
Frontier has investigated the above statements and offers the following response:
• Frontier has found that *** ***s pin number can be found on the billing statement
• Frontier has found that *** *** has cancelled her account on 8/10/
• Frontier has found has already been refunded $on 11/13/
• Frontier has issued an overpayment refund in the amount of $on 11/16/
• Frontier’s refund policy is to issue a check days from the date of service disconnection or terminationThis time period is required to ensure all outstanding charges or credits are posted to the closed accountFrontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account
• Frontier has made numerous attempts to contact *** ***, with no response
• 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

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,
*** ***

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: *** has been without the use of his premium network applications for months
Frontier has investigated the above statements and offers the following response: Frontier called *** and explained how to use each app and made sure each app was activated so that he is able to use them.Frontier left *** with a direct contact at Frontier for further assistance if needed. 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 *** ** *** bringing this matter to our attention The Complaint states that: *** ** *** states she has been billed incorrectly for international callsFrontier has
investigated the above statements and offers the following response: Frontier advises the account has been adjusted to reflect the rate that Ms** *** was advised of.Frontier advise it spoke to Ms** *** and discussed an international plan that suits her needs and was placed on the account on October 30, 2017. Frontier advises that it has spoken to *** ** *** on November 1, and advised her that the account has been adjusted and discussed the correct rate for making calls to Portugal 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

Tell us why hereThank 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 Frontier has had technicians at his house numerous times to fix the InternetHe
states that he has frequent disconnects on a daily basisFrontier advised him the last time he was in contact with them, the next visit from their technician would fix the problemThe problem still existsAlso, when it is working he is paying for 12mbps of speedHowever, when the technician tested his line, he was only receiving to 6mbpsThey told him that he would not be guaranteed the full mbps, but he has an issue with that, given their advertising says otherwiseadvertising in the United States has proven to be a serious crime in recent historical court cases, with consumers being awarded large settlements for corporate deceitThis company is the only internet provider available at our addressTherefore we cannot simply switch providersWe ask that you advocate on our behalf to resolve this issue with the company. Frontier has investigated the above statements and offers the following response: Frontier received a call from Mr*** on October 17, reporting that he was having issues with his InternetFrontier entered a repair ticket for the issue and it was resolved by a technician on October 19, There was an issue in the office, where a pair was removed and there was a change in the DSLAMFrontier received a call from Mr*** on November 3, reporting slow speeds and frequent disconnects of his InternetFrontier entered a repair ticket and found that there is a small amount of congestion in MrStump’s area at peak times of the day, but found no other issues when technician went to the customers homeFrontier cannot guarantee the full 12Mbps speeds all of the timeWe advertise as speeds as fast as, when we advertise the InternetFrontier spoke to Mr*** and he stated that the Internet was working much better as of November 8, Frontier has issued a full month credit of $for the Internet issues that Mr*** has experienced 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 Mr*** bringing this matter to our attention. The Complaint states that: • Customer wants us to resent his billing.Frontier has
investigated the above statements and offers the following response: • Frontier has worked with customer to find acceptable pricing for his account. • Frontier has issued all credits agreed upon by customer and Frontier 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

I
have made multiple attempts to speak to the customer regarding the concerns
outlined in the complaint. The customer's contact number indicates they
are not accepting calls at this time. We are unable to investigate
further without the customer's assistance. The customer
may contact me at
###-###-#### to move towards a resolution to this complaint
Thank
you,
Amara
H
Customer
Relations Specialist

Thank you for referring the complaint of *** J*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** states he received a bill in the amount of $from Frontier and he never had Frontier service Frontier
has investigated the above statements and offers the following response: Frontier spoke to Mr*** on March 28, Frontier advises Mr*** will be receiving a final statement that will generate on April 15, Frontier advises a follow up has been set for the final statement and if any charges are on the final statement Frontier will then issue and adjustment to Mr***’s account to zero out the chargesFrontier has put the account on hold, there will be no collections treatment action taken 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 Ms*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: The following information was notated on the March 12, billing
statement: Discounts ended on your account this monthFind expiration dates in your discounts on page 2.The Fios promotional discount of $expired effective April 08, and therefore; was not reflected on the April 13, billing statement.Research determined that an order was initiated back in April to add the Starz/Encore packagePlease note this matter was referred to the appropriate manager for coaching and trainingA manual credit adjustment of $was issued for the expired promotional discountThis credit ($28.05) posted to the May 13, billing statement.The May 13, billing statement contained charges for the Starz/Encore package at $17.99.The June 13, billing statement total amount due was $This bill contained charges for the Starz/Encore package at $In addition, manual credit adjustments totaling $posted to this bill and a system generated credit of $for Starz/EncoreThe July 13, billing statement contacted charges for the Starz/Encore package at $17.99.A manual credit adjustment of $posted to the June 13, billing statementEffective July 20, the account was disconnectedPro-rated credits totaling $were generated back to the effective date and posted to the August 13, billing statementA credit adjustment was submitted for the amount of $The credit adjustment was reviewed and it was determined that the credit was not warranted and therefore; the credit adjustment was deniedPlease note credit adjustments are subject to an approval processCredit adjustments may be denied if research determines that the credit is not warrantedThe account balance is $These charges are valid and sustainedOn March 21, I attempted to speak directly with Ms*** however; I left her a voicemail and provided my contact number We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** is disputing his bill for services from FrontierFrontier has investigated the above
statements and offers the following response: Frontier advises upon reviewing the account our records indicate a monthly reoccurring credit has been issued to the accountFrontier advises on March 1, Frontier spoke with *** *** and advised him the credit being issued to the account via emailFrontier advises a follow up on the account has been issued to review the next billing statement.Frontier advises *** *** has a direct point of contact to Frontier for any further assistance with this issueWe 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises her troubles started when they called in June to secure a new bundleThey were
advised to upgrade to 100/data speed to lower their billThe change was scheduled for July 6, 2016, but Frontier scheduled it for July 1, Then the bill went to $for a little over a monthShe has called several times but the issue has not been resolved Frontier has investigated the above statements and offers the following response: Frontier advised due to a system issue the promotional discounts failed to activate on Ms***’ accountFrontier has issued credit for the missing bundle discounts, along with the installation feeThe promotions have been activated and should appear on Ms***’ October 7, 2016, billing statementFrontier spoke with Ms*** and confirmed that her services are workingFrontier advised of the above statement and has set a follow up to review Ms***’ October billing statement to ensure all credits and promotions appear on the 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she placed a request with another service provider to transfer her Frontier phone number to
the new provider.Ms*** states that following her port out order to the new service provider that her internet and television services were discontinued by Frontier CommunicationsFrontier has investigated the above statements and offers the following response: A review of this account shows that a port out order was completed by Ms***’s new service provider on December 7th, 2016.As per standard process when a primary telephone/account number is ported to a new company, Ms***’s account was fully disconnected.Frontier Communications placed a new service order and completed activation of Ms***’s new account as of December 13, 2016.A Frontier representative has spoken with Ms*** and confirmed that her services are workingWe 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