Frontier Communications Corp.

I just cannot use there services any longer I called to cancel my subscription, I was under no contract and they claim they have to charge me to stop using there services

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Customer states they have slow internet and have to reboot several times per dayThey had a recent outage of
phone and internet that lasted six days Frontier has investigated the above statements and offers the following response: Frontier advises the phone and internet outage was resolved on March 2, The appropriate credit has been applied to the accountFrontier dispatched a technician on March 13, 2018, as Ms*** was still reporting internet issuesThe technician replaced the filter and modemAfter making the repairs the modem was staying in syncWe 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

Complaint Number: *** Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that Frontier is not providing contracted tv channels and service calls fail
to resolve issueFrontier has investigated the above statements and offers the following response: The Frontier representative spoke with *** *** on 5/4/regarding the loss of channels in her channel packs. The representative was able to restore the channels thru the provisioning system and issued credit to the account for $for both days time out of service and a good will credit. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** and *** *** have experienced as a result of the above matterFrontier Specialist: Sandra Telephone Number: ###-###-#### Department: Frontier Customer 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*** 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Ms*** states she has been without Frontier phone since April 9, 2016.Ms*** states she had a poor customer
experienceMs*** states that she wants an out of service creditFrontier 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.Ms*** experienced a temporary disruption in service during the transition of Verizon’s network and services to Frontier and called on April 20, 2016.Frontier opened a trouble ticket on April 20, and was completed by replacing outside equipment on May 5, 2016.Frontier provided Ms*** a proper out of service credit back to April 9, in the amount of $30.56.Frontier did speak with Ms*** on May and 7, to confirm her satisfaction and providing Ms*** with a direct line and extension number for any additional questions or concernsWe 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 matterTell us why here

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 said they would see what they could do about this situationThen they did not return my callsAs I stated before, added information to the bill at a later date does not make it valid or legalI was never informed of an early termination fee and do not feel I should be charged oneI never signed a contract agreeing to one and never verbally agreedI still wish to have the fee waivedMy husband has not yet complained about the hard credit inquiry on his credit report when he never even spoke to anyone or the fact that the account was placed in his name when I was the one requesting a phone lineThe entire account was handled incorrectly and we let it all go except the $feeIf I was the one entering the information into the computer and got it wrong, I would accept my errorsI never had any control of the actual computer work and do not feel I should be penalized for an employee doing their job incorrectly.
Regards,
*** ***

Frontier Communications
Frontier
has received the following
complaint :
Mr
*** states that his internet service was out for five days before a
trouble ticket was written on September 14, and then the due date was set
out to September 20,
Frontier has investigated the above statements and offers the
following response:
Frontier records demonstrate that on September
14, the customer was offered a drop shipment for a new modem but refused
so a trouble ticket was entered and the soonest available due date was givenFrontier received an executive complaint
by email and opened a ticket on September 17, 2017. A request to escalate was done for Monday,
September 18, The customer’s modem was replaced and service restored on
September 18, 2017. Frontier has issued a time out of
service credit for days of service
We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience Mr& Mrs*** has experienced as a
result of the above matter
Frontier Specialist: Donna JM*** Department: Consumer
Relations
Contact: ###-###-####

Frontier Communications
Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate her bringing this matter to our attention
The Complaint states that:
• Ms*** cannot get assistance from our technical support team in restoring her internet
service
• Ms*** feels she is being discriminated against due to her age
Frontier has investigated the above statements and offers the following response:
• Ms*** was experiencing a pop up called a “walled garden”This pop up requires the modem to be registered to keep it activeA Frontier agent has completed the registration for MsPerkins
• A Frontier agent has confirmed with Ms*** that the pop up error has been resolved and she is able to connect to the internet without trouble
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter
Sincerely,
Belinda D***
Customer Relations
Frontier Communications

Frontier CommunicationsThank you for referring the
complaint of Elaine
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** advises that she cancelled her internet services and was advised she would be billed a full
month and not be refundedFrontier has investigated the above
statements and offers the following response:Per Frontier records Ms*** was sent notification along with all Frontier customers advising that we have updated the Terms of Services (TOS) that apply to their Frontier Internet service.The updated Frontier Internet TOS are posted at www.frontier.com/terms and enclosed in the billBy using or paying for Frontier Internet services, you are agreeing to the updated Frontier Internet TOS.Frontier also sent a second notification bill inserts back in August/September Frontier bills TV and Internet services in advances for the following monthTermination of your TV and/or Internet services will be effective on the last day of your Frontier billing cycle.If you cancel your TV service and/or Internet services after your bill date, the services will remain available to you through the end of the period for which you have been billed in advanceNo partial month credits or refunds will be provided for services previously billedWe 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: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Frontier has reviewed the account of Ms*** and finds that the adjustments she mentions in complaint are in fact warranted.Frontier has posted these adjustments to the account and they will appear on the 10/13/billing statement totaling $417.51.Ms***'s current balance is $
and no further credits are warranted as Ms*** is billing correctly.Frontier does apologize for any miscommunication or inconvenience caused

Frontier has investigated the above statements and offers the following response: Again, Frontier advises that per tariff we are only liable for credits based on the daily service rate for the length of the specific service outage.Frontier has reviewed the account for any possible coaching opportunities or disciplinary actionThese are internally addressed. 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

Frontier has investigated the above statements and offers the following response: Frontier advises that services were connected on April 27, Frontier spoke with Mr*** on April 27, and confirmed service installationWe 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

Frontier CommunicationsComplaint Number: 11963577 Company
Code: N/ACustomer Name: ***
*** Phone: 210-022-8409Thank you for referring the complaint of Mr*** ***
to our office for reviewWe appreciate Mr***
bringing this matter to our attention.The Complaint states that:Since the
transition to Frontier, his bill increased.He states
payments were sent to Verizon and that he is disputing service
interruptionFrontier has investigated the above statements and offers the
following response:Frontier advises that Mr*** *** and *** were notified via email of the following: that Frontier followed all regulatory requirements to ensure that the conversion on April 1, was known and public.We further advised the customer of no address updates received and none passed over from Verizon of any notification of address change.The *** have further been advised that $in erroneous were applied and no other credits are owed.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mrand Mrs*** has experienced as a result of
the above matter.Frontier
Specialist: Bridget G*** Department:
Executive Relations

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 improper installation of their internet, cable and phone.Our records indicate on
November 13, 2017, a technician was dispatched to the customer’s site. The FiOS drop was replaced, there were no charges applied; as the installation was previously done incorrectly. On November 20, 2017, the local manager contacted *** *** and confirmed the customer wanted to ensure there were no charges for the second installation. On November 21, 2017, the customer was again contacted to notify there were no charges applied; however, we were only able to leave a message.We sincerely apologize for the inconvenience this matter has caused. Should *** *** wish to discuss this matter further, I can be reached at 844-320-EXT 111-3143.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*** with *** *** Inc., advises that their caller id has not worked since the service was
reactivatedFrontier has investigated the above statements and offers the following response: Frontier confirmed that the caller id feature was restored on September 7, A credit in the amount of $has been applied to the business account. 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises she has had trouble with her connection Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on July 6, 2017. Frontier has issued a credit to the accountFrontier has replaced the modem on July 5, Ms*** was not satisfied with Frontiers Response.Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over time.Frontier made several attempts to reach Ms***; however, we have been unsuccessful in speaking with herFrontier has left several message for Ms***Frontier emailed a ‘Please Contact Frontier’ letter to Ms*** and have not received a responseIf Ms*** continues to experience service issues, she may contact the Internet Help Desk at ###-###-#### or Frontier Repair at ###-###-#### for assistance

Frontier repaired the service on December 7, Frontier cleared a slight short off the line
and replaced the Internet modemFrontier spoke with Mr*** on December 10,
and verified the service is working to his satisfaction. The customer has our
contact information and is currently satisfied with our resolution

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mr*** continued to be billed for services after requesting to disconnect Frontier has investigated the above
statements and offers the following response: After further review, Frontier records does not identify where Mr*** called in to have services disconnectedAccount was disconnected for non-payment on August 29, Balance due is $ We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced because of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** was charged an early termination fee for a two year contact from March 2017-March Frontier advises the termination fee has been waived and fully credited to the account leaving a zero balance.Frontier spoke with Ms*** on April 19, and advised of the aboveWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** 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
I reviewed the response and Frontier stated I was behind when they took overAdditionally a lady called me and proceeded to go over my charges verballyI advised her that's not resolving my issue My issue is the fact that I wasn't behind when my account was transferred from Verizon, they have never issued a bill reflecting correctlyThat is what I wantA bill that reflects current charges not some outrageous balance with a bunch of creditsI would like to know what to pay when I open my billAt this rate every month I'll have to call and confirm the amount due & that's such an inconvenienceTo ask for a bill reflecting correctly shouldn't be hard to doI didn't ask for how much I would have to pay to terminate my services I'm well aware of my contract and as stated previously if Frontier can't send bills reflecting the correct balance due minus an outrageous amount of credits then I will choose to take my services elsewhere Please review my complaint in full before responding as the response received implies I'm looking for a credit and that's not the caseAll of my bills have been paid so I don't need a credit I simply need a bill reflecting the correct amount due. RegarI
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