Frontier Communications Corp.

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 would like to make it known that she had a bad customer service experience in August of Frontier has investigated the above statements and offers the following response: Frontier Communications apologized for Ms***’s poor experience in August and also attempted expedition of the reported trouble with her Internet services as an additional apology to the poor customer service experience on October 12, Repair was completed on October 13, Research was done on Ms***’s account on who she spoke with in August and reports of those calls were forwarded on to the representative’s direct supervisors, as promised would be done 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 made a payment on her Frontier account and the wrong amount was taken in error Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s account and confirms that there was an error made in the payment that was deducted from Ms***’s account.Frontier advises that a balance of $was returned back to MsStoups account on March 21, 2017.Frontier has made several attempts to contact Ms*** regarding this issue but has been unsuccessful in speaking with her.Frontier has mailed Ms*** a letter with direct contact information if she needs any additional assistance 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that in April he upgraded one of his set top boxes to high definition serviceMr*** states that the
new receiver that Frontier sent him was defective and a service technician was required to come to his home to replace the receiverMr*** states that the Frontier technician brought a new receiver and therefore Mr*** had his previous receiver and the defective receiver to return.Mr*** states that he returned the two receivers to Frontier on June 21, Mr*** states that his Frontier invoice on June 13, had a charge of $5,for the two set top boxes that had not yet been returnedMr*** contacted Frontier and was advised the credit for the $5,would appear on the July 13, statementMr*** states that the billing problem has not been corrected and is still present on his October 13, billing statement Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s Frontier account and adjusted $5,on October 27, Frontier contacted Mr*** on November 7, and advised the above informationMr*** is satisfied 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
They did not address the complaint that this "policy" is not appropriate or reasonable for customersThey simply stated that it was the policy and could not be changedI argue that because the policy was changed previously it can certainly be changed back to the previous policy. They did not address the issue that this "policy" is not available for any customers anywhere and were unable to tell me when/where I was supposedly informed of this changeSimply stating that something is a policy does not make it so especially where customer are concernedCustomers must be informed of major changes like this. They did not offer any refund or other incentive or refund for services not renderedFrontier states that I was "eligible to continue receiving services through the end of the billing cycle," however, this is not the caseI sold the house where the service was provided and no longer had access to that propertyFrontier does not provide any level of service at my new address (even though the website indicates otherwise), therefore, I could not continue receiving services through the end of the billing cycle as they indicate. Because of the reasons above they did not resolve this complaint in any way nor did they seem to care that this complaint existsThey informed me that even though I did not feel this complaint was resolved, they would tell the Revdex.com that the complaint was resolved and that the Revdex.com would consider the matter closed; that I did not have any choice in the matterI truly hope this is not the case.
Regards,
*** ***

Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate Ms*** *** bringing this matter to our attention The Complaint states that: Ms*** *** advises Frontier is requesting her to notarize positive identification form and pay a
deposit before we are able to schedule and install her servicesFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** *** on September 15, 2017. Frontier explained Frontiers policy and advised we would need to have the positive identification form completed, notarized and deposit paid before we are able to schedule her installationWe 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*** 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

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***-*** stated she requested credit for days when her service did not work and no credit has been received
Frontier has investigated the above statements and offers the following response:Frontier advises credit totaling $reflected on the 1/22/billing statementAn additional credit totaling $was issued on 2/14/along with a one-time customer courtesy credit totaling $was issued on 2/15/18. Please allow 1-billing cycles for credit to reflect on the billing statementWe successfully reached Ms***-*** on 2/15/and have provided our contact information should he have additional concerns. 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 Communications Frontier has received the following complaint : Ms*** alleges that her brother was quoted $per month for two years but is being billed for $per month. Frontier has investigated the above statements and offers the
following response: Frontier records demonstrate that Mr*** was installed on June 14, The promotion provided for the voice, internet and video service bundle at $per month for six months and $per month thereafter. Additionally, the customer is billed $for an additional set top box, half price for the DVR at $and half price for the router at $per monthFrontier records demonstrate that the customer’s first bill was July and billed for June 14, through July 1, and July 2, through August 1, 2017. The total was $122.10.Frontier records further demonstrate that this account has had three payments made in total for less than what is owed on the account each month The first payment was due on July 26, but was not paid until October 2017. Frontier asserts this customer’s bill is correct and no credits are dueWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience Mr*** has experienced as a result of the above matter Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

Thank you for referring the complaint of ** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** states she was not receiving Frontier statements in the mail and her service was taken out complete and she has to reorder
new service and has to provide her personal information Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on February 19, Frontier advises we do apologize for having to obtain her personal information, however it is required for establishing new service 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 *** 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 Mr*** A *** to our office for reviewWe appreciate him
bringing this matter to our attention The Complaint states that: Mr*** states he disagrees with Frontier’s decision to go to paperless billing and that there will be a monthly charge to receive a paper billFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the start date for paperless billing has been delayed and the customer will not be charged to receive a paper bill at this timeFrontier spoke with Mr*** to advise on December 13, 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 her bringing this matter to our attention The Complaint states that: Customer experienced several issues with internet connection shutting downCustomer called in to cancel service and
the customer service representative that assisted her told her that a $monthly credit would be added to the account and the customer would also receive a credit for the month of June Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and confirmed that the monthly discount of $has been appliedAn adjustment for $has been credited to the customer’s account to cover the billing statement for the month of June dated 6/10/Customer will not see the adjustment until the July billing statements prints on 7/10/ 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 review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he made a change to his Frontier services on November 14, and was
quoted a monthly rate that would be $less than what he had been paying. He also advises that the following bill came out to be higher than what his previous monthly rate had been.Frontier has investigated the above statements and offers the following response: Frontier advises that when Mr*** made a change to his TV equipment package, it caused a previous promotional discount to drop off the account, which resulted in a higher bill the following month. Frontier advises that on December 9, 2017, Mr*** requested cancellation of his Frontier services, which will be effective as of January 1, 2018, the end of the current billing cycle. Frontier spoke with Mr*** on December 12, 2017, and offered to investigate the possibility of getting him a lower monthly rate. The customer declined and stated that he still wants to cancel his services. He was advised that his remaining balance is $129.73. 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 *** *** bringing this matter to our attention The Complaint states that: Mr*** advises that he disagrees with the final bill balance of $ Frontier has investigated the above statements and offers the following response: On March 31, 2016, Frontier closed a transaction to acquire Verizon's wireline services in California, Florida, and Texas, after receiving all required government approvals. Prior to that time, notice of the transaction was communicated to Verizon customers. On April 1, Frontier formally began transitioning all of Verizon's network, services and customers to Frontier. Account research shows service order *** completed April 29, discontinuing service with FrontierRecords show Mr*** has carried a past due balance since January 2016.On bill date January 12, previous balance $131.00, no payment received, past due balance $131.00, current charges $131.00, total due $262.00; bill date February 12, previous balance $262.00, payment received $131.00cr, past due balance $131.00, current charges $145.80, total due $276.80; bill date March 12, previous balance $276.80, payment received $131.00cr, past due $145.80, current charges $133.71, total due $279.51; bill date April 12, previous balance $279.51, payment received $131.00cr, past due $133.51, current charges $131.00, total due $264.71; closing statement date May 13, (this includes pro-rated disconnect and Early Term fee) previous balance $264.71, payment received $133.71cr, balance forward $131.00, current charges $149.50, total due $Final Bill date June 7, previous balance $279.50, no payment received, other charges and credits $200.00cr, balance forward $79.50.Copies of Mr.*** statements have been sent to *** *** ***, CA.Records show the customer was billed a $early termination fee on statement date May 13, A credit for the early termination fee was submitted on May 19, and reflects on bill date June 7, 2016.No further information was provided by Mr*** to warrant a change in Frontiers dispositionAt this time wall warranted credits have been applied to the accountNo further credits are warranted 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 belowThey are crediting me for months....I don't care how their billing cycle works....I had a phone I could not use for over days. That is what the credit should be fordays, not for their billing cycle....'
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 cancelled his Frontier internet service days after becoming a customer, due to
unreliable service and multiple outages. He also advises that the service only worked for or of those days. Mr*** advises that Frontier has billed him for service calls, a router, and months of serviceMr*** advises that his entire balance with Frontier needs to be creditedFrontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was billed for a service call, in which a jack had to be repairedFrontier advises that Mr*** has been credited for all of the days in which his internet service was active and for the router. The labor charges are valid and the repair ticket notes state that the customer was advised of the charges. The remaining balance on the account is $Frontier spoke with Mr*** on September 20, 2017, and advised him of the above statements, which the customer does not agree with 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*** 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

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: Mr*** advises that his internet would be $a month however when he received his bill it was $74.99.Ms
*** would like Frontier to honor the price he was quotedFrontier has investigated the above
statements and offers the following response:Per Frontier records, Mr*** had phone, internet, TV and a $Loyalty offer.Mr*** removed the phone and TV he forfeited the $Loyalty creditThe credit was no longer eligible for a single serviceFrontier records reflect that we add an additional discount of $for months to Mr***’s account bring his internet for $64.99.Frontier representative spoke to Mr*** and advised of the additional discount that was added to his accountWe 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: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

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 *** *** Jr to our office for reviewWe appreciate *** *** Jr bringing this matter to our attention. The Complaint states that: He is being charged for services that never worked, would like to have services disconnected and bill credited
Frontier has investigated the above statements and offers the following response: Frontier has issued a credit of to bring the account balance to 0.00.Services were disconnected on September 27, and backdated to the original requested disconnection date. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** Jr has experienced as a result of the above matter