Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier states that Mr***’s account was disconnected at the end of his billing cycle dated December 31, 2017, however, the processing time to disconnect his services did not finalize until January 2,
generating a new billing statement for the month of January.Frontier has issued a refund in the amount of $40.99. It will take approximately business days for the refund to post to the original form of payment usedFrontier has advised Credit Control Corporation to cease collection activity. Credit Control Corporation will mail out a confirmation letter within days of the account closureThe representative handling this complaint has provided her contact information and will follwith Mr*** at the end of May 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*** advises that he is not receiving the promotional rate that was quoted to him by Frontier Frontier has
investigated the above statements and offers the following response: Frontier advises that there was an error with the promotion when the account was transferred into Mr***’s nameFrontier advises that the account was on a promotion from August 30, to August 29, for a rate of $before applicable taxes and surchargesFrontier advises that the promotion will be honored until the end of the promotion in August at which time Mr*** can contact customer service to discuss any further discounts he may qualify for.Frontier issued an adjustment in the amount of $for the January statement errorsFrontier spoke with Mr*** on January 19, to review this information with himWe 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 agrees with the customer and most humbly begs pardon for the correct adjustments still not showing on the accountAll of the credits listed below were pending at the time of the first response to the complaint and were subsequently denied in error on technicalitiesTwo late fees have been credited for a total of $6.99+ $tax; $for months May, June and July for which the rate showed $instead of $and $+$installation fee which were in error, $+$tax for days of phone and $for the TV portion 4/-5/13/These adjustments should on the October 25th billPlease contact the representative listed below directly if there are any other issues with these adjustments

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory I expressed some concern about the lack of quality customer service and reduction in internet speeds, to which the response given was that I should purchase a different plan to suite my needs Should not need to purchase a different plan that worked fine with Verizon.
Regards,
*** ***

Frontier has investigated Ms***'s claim and have agreed to waive the customer's billing. Frontier has spoken to Ms*** and she is satisfied

Thank you for referring the complaint of *** ** to our office for reviewWe appreciate *** He bringing this matter to our attention. The Complaint states that: Customer states that we have took two payments out of his account Frontier has investigated the above statements
and offers the following response: Frontier has investigated and determined that the auto pay was set up and took a payment and the customer called in and made a payment as wellOn 9/Frontier issued a payment reversal of 393.30 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 *** *** 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

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:
• *** ***’s billing is higher than the quoted and has ongoing billing concerns
Frontier
has investigated the above statements and offers the following response:
• Frontier has found that *** ***’s was quoted for $per month before taxes for a service upgrade on 10/07/
• Frontier has found that *** ***’s changed her service times in a billing cycle within a couple of days and prorated charges reflected for both changes on the bill she received for $
• Frontier has found that *** *** called on 10/29/and wanted to go back to what she was paying before she changed her services due to not having a proper explanation of charges
• Frontier has found that *** ***’s account was not put on Frontiers Every Day Low Pricing and the customer service representative advised can bring the billing down to $before taxes
• Frontier has added a credit of $and added a promotion of $per month for months to *** ***’s account
• 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

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

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,
*** ***

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 did get confirmation that after I paid frontier the that dish did credit that to my account
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 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states he signed up for an advertised price of $each for phone and internet services. Mr*** advises he received his first bill at a higher rateMr*** states he feels frontier is falsely advertising our ratesFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s complaint and advises the advertised price on our website is for FiOS Internet service for $with a qualifying voice planFrontier advises the phone and internet package cost is $per month plus taxes and surchargesFrontier advises the phone and internet package breaks down in cost of $for phone service with features and unlimited long distance and Internet service 25/fios for $19.99.Frontier advises there has been a onetime $adjustment placed on Mr***’s account for the misunderstanding and has advised him of the correct monthly pricing going forward. Frontier spoke with Mr*** on April 28, to advise of the above informationWe 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 *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she requested to cancel her Frontier Internet due to service issues and was told she would be
billed an early termination feeMs*** states that she was not on a contractFrontier has investigated the above statements and offers the following response: Frontier records shows that Ms*** was on a 1-year term for the phone and Internet services which have been automatically renewed each yearFrontier advises that the auto renewal provides continued discounts for the services that Ms*** was subscribed toFrontier advises that the term dates are printed next to the products on every statement providedFrontier also advises that the auto-renewal information is printed on every statement under the “Important information” section of the bill advising customers of the renewal date, that they can contact Frontier to cancel the auto renewal prior to the renewal date, and the early termination fees that could be billed if the services are canceled prior to the end of the term.Frontier advises that the Internet services were removed on May 1, Frontier advises that Ms*** will not be billed an early termination fee for removing the internetFrontier advises that the term was removed from the telephone service on May 1, and she will not be billed an early termination fee she chooses to cancel the telephone serviceFrontier spoke with Mr*** on May 2, to review this information with himWe 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’s Local Manager has advised that he left Ms*** a voice message on both numbers with his direct contact information.He advised that her site is running at 97% so a surplus of internet users and wireless devices is an issue in the area Frontier advises that
Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference. Customer speeds may vary over time Frontier continues to work toward a solution that will improve Mr*** Internet service. It is our expectation that Frontier will upgrade its network in Ms***’s area later in to fiber. Given that many factors could impact the timing of an upgrade, Frontier cannot guarantee any specific date for project completion. Frontier did increase the spans to this site in as temporary solution.The area is on CAFschedule for fiber

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*** had no Internet service from December 21, and had several calls to technical support Frontier has investigated the above statements and offers the following response: Frontier sent a technician out to the location on January 20, and removed bridge tap and was able to get working service to *** ***. Frontier has issued a two month Internet credit to the account. Frontier also requested a Technical support person contact Ms*** regarding Wi Fi issues 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: Ms*** advises she was advised she ordered a set top box that was not delivered Frontier has
investigated the above statements and offers the following response: Research determined the account is listed under *** ***Records show no one listed authorized to make changes or discuss the account A Frontier representative attempted unsuccessfully to reach Ms***. A contact letter was sent on January 31, 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 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 was called once while I was at work, unable to answerI was emailed one timeVery quick response to call me "unreachable"My response via email the same day I was contacted:The situation is fixed now, but I spent hours on the phone, and a daywithout internet to get thereI was told the only way to get rid oftv/phone was to close my account and open a new oneI was told Iwould not require a credit checkWell, it ended up requiring a creditcheckThis was unacceptable, and I only stayed with frontier becauseI couldn't get another provider without having even more down timeIwas not told my internet was being cut off when it wasThis happenedabout a week before my wedding, causing my now wife to almost gobezerkI wasted countless hours of my life on the phone and am stillupset about itI asked to have my old account's credit be applied tothe new account, and told I couldn'tAm I going to have this negativebalance refunded to me?
Regards,
*** ***

Frontier CommunicationsComplaint Number: *** Company
Code: FrontierCustomer
Name:
Vicki
*** Phone: *** ***Thank you for referring the
complaint of *** *** to our office for reviewWe appreciate *** ***
for bringing this matter to our attention.The Complaint states that:Ms
*** advises that she had billing and service issues with FrontierFrontier has investigated the above
statements and offers the following response:Frontier found that Ms*** had several accounts that were billing separately.We were able to combine the bills and issue some credit adjustmentsFrontier spoke with Ms*** that all billing and service issues have been resolvedWe 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. Should she need further assistance please
reach out to Brandi ***1/###-###-#### Ext1120267.Frontier Specialist: James
N*** Department: Customer
RelationsTelephone
Number: ###-###-#### Ext1113139 Fax
Number: ###-###-####

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 explanation given by the company is not accurate, first they said I was charged for daily prorate, so I told them that I had called prior to the maturity of my contract and I was advise that my rate will remain the same, then the company said that the bill for $was for months and I told her that I paid every month and why are you charging me for months, I never late on my payment because I was set up for automatic paymentthey just don't know what they are doing
Regards,
*** ***