Frontier Communications Corp.

Frontier CommunicationsThank you for referring the complaint
of Diana
***-*** to our office for reviewWe appreciate Mrs
***-*** bringing this matter to our attention.The Complaint states that:*** made a payment through online bill pay and was unhappy with payment posting guidelines.*** was delayed in getting services restored due to payment posting guidelinesFrontier has investigated the above
statements and offers the following response:Frontiers’ policy states that online bill payment takes up to days for payment to postFrontier advises not to pay the balance through online bill pay if a disconnect letter has been sentFrontier advises also to always note the confirmation number to each paymentWe 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.Frontier
Specialist: Kellie S*** Department: Executive Consumer Relations

Thank you for referring the case of *** *** to our
office for review. We appreciate you
bringing this matter to our attention.Our records indicate that the customer’s account was
disconnected on January 7, The customer has a current credit balance of
$210.11.Frontier’s refund
policy is to issue a check days from
the date of service disconnection or termination. This time period is required to ensure all
outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to
cycle through its systems, thereby providing an accurate reading of the
account.We called the customer on March 2, and gave contact
information in the event they have any further issues.We apologize for any inconvenience this may have caused the
customer. We trust this information will
assist you in closing this case.Frontier Communications

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,
*** *** I am only being credited for monthsI was charged Nov 2016-Feb plus security feeYes they gave me a $credit for a service that I never wanted or asked for, so nice of them, instead of removing it, like I asked them to do repeatedlySo, I am owed more than the $than they want to give meAnd I could prove that to you if they would allow me to access my billing summariesBut, the only thing I can access is my payment

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. They were adequate for the situation that they created
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. Is there any documentation that Frontier could provide for my records showing that this has been resolved, in the event that I continue to receive bills?
Regards,
*** ***

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.Following the number change that was previously issued, Frontier managed to gut all of the promotions I signed up for and send me a $billThe respondent, Benjamin A*** did advise me of this and attempted to correct it during our phone call, but incorrectly argued that the bill was $90/month plus taxes, when the promo we signed up for was $80/monthHe said no, it was $90/month because we had to rent a set top boxI said I was told $80/month by the salesperson and verified that all equipment, the set top box and the modem and the installation, would all be includedMrA** stated he would conduct some research and get back to meIt has been two weeks and the first communication I have now heard from MrA** is this delayed response to the Revdex.com file.Moreover, it turned out that when I called customer support to fix the bill upon receiving it, they identified that the set top box rental I was being charged was for a second TV which I do not haveThey verified that the first TV set top box was in fact includedMrA** never explained to me that it was for a secondary TV or I would have immediately corrected him that we only have one TV.Between the incorrect billing, the incorrect observations of the respondent to accurately review the bill and reduce it appropriately, his neglect to call us back or respond to this complaint after several weeks thereby leaving us to call customer support and endure over an hour of hold times and back-and-forth with customer service representatives, we have endured significant time and personal expense fixing Frontier's problems for them. I believe a significant free service credit is in order if we are meant to stay with FrontierI have already begun negotiations with Spectrum executive relations to match the package we got with Frontier, so the clock is ticking if we are meant to give Frontier a second chance at first impressions
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises that he is receiving a bill for $115.51. Frontier has investigated the above statements
and offers the following response: Records show service order *** completed March 28, establishing FiOs Data 100/100.Research located trouble ticket, ***, reported May 9, 2016.Service order completed October 11, disconnecting service effective September 20, 2016.On bill date November 2, Mr*** was billed: previous balance $49.99, payments received $0.00; balance forward $49.99, total new charges $(this includes pro-rated disconnect credits and the early termination fee), total due $115.51.The customer was enrolled in a month commitment that was scheduled to expire on March 27, The customer cancelled service on October 11, An early termination fee is billed when service is cancelled prior to the expiration of the contract term. The early termination fee is valid and sustained 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

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 FrontierVOD content is now available, and Frontier
is continuing to add more titles each day, including those movies and TV shows previously purchased by customersFrontier apologizes for any inconvenience this may have causedFrontier is continuing to add more titles to Video on Demand (VOD) each day. Frontier has loaded the majority of film and TV entitlements as well as the most popular titles and is working diligently to load the remaining content. We have appreciated our customers’ patience as we complete the VOD library.As a courtesy, Frontier has issued a onetime credit of $This credit will appear on Mr***’s June 13, statementWe 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,
*** ***

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 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

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. highly appreciate your help!
Regards,
*** ***

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
While I can appreciate them zeroing out the bill after I had to call them again about it, this is and remains an unacceptable response from FrontierThey continue to lie, did not address the employee lying to me about the service date, I have called way more than "2" times about internet serviceYes, we did cancel service with them and are completely happy and have zero issues with a different providerI feel Frontier is responsible for my lost wages and they also continue a dishonest customer service relationshipI would never ever recommend this company to anyone
Regards,
*** ***

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 Communications made no effort to resolve the issues causing internet slowdown, namely transmission over old telephone linesI have been told repeatedly that upgrades were coming "in a few months." Knowing what would entail that improvement, I was looking forward to the installation of fiber optic linesInstead, Frontier continued lying about the timeline for improvementsWhen the person from Frontier contacted me, she made no apologies for the poor internet service that I had been receiving for years, and before dropping my landline phone, the service I received on thatThe land line is not part of the complaint. After repeated calls to Frontier requesting upgrades and firm answers for timelines, one of the reps finally admitted that there were no upgrades planned in my area, which is what resulted in my canceling their serviceI will be paying less for an AT&T hotspot device and data that I had been paying for their service. Paying almost $per month (yes, bundle amount, taxes, line insurance) for internet speeds of less than 1Mbps on their service, but paying slightly less for speeds of - Mbps is worth it. It's too bad that a nationwide communications providers isn't being forced to provide the service that people pay a lot of hard earned money for.The poor internet speed in my area is a KNOWN issue and Frontier has chosen to lose customers over the issue rather that paying for the upgrades that were needed.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** had a balance from an account from that he owed $99.76.The account was under # *** and had a mailing address of ** *** *** ** ***Frontier finds that Mr
***’s payment went to pay the old account off and is non-refundable because the balance was owed to Frontier.Frontier finds that no credit is due to Mr*** for his time 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 spoke with Mr*** on November 10, confirmed phone is workingFrontier issued a $credit towards Mr*** account

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mr*** states his internet has drops and his phone has staticMr*** request to
upgrade his area with fundingFrontier has investigated the above statements and offers the following response: Frontier advises Mr*** is receiving the fastest available internet speed at his location at this timeNo plan to upgrade at this moment.Frontier is continuing to use Connect America Fund (“CAF”) Funding in the most effective way to reach as many customers as possible. CAF is a six-year program ending in Given that many factors could impact the timing of an upgrade; we cannot guarantee any specific date for project completion, or areas that will be upgraded.Frontier was out on October 24, to help with the static on the phone line.Frontier has credited Mr*** account in the amount of $ for the issues he was experiencing.Frontier was unsuccessful in reaching Mr*** after October 24, phone repair, but did have contact prior to advise of internetWe 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

The Complaint states that: Mr*** states that his telephone service has been out of service since April 2017. Frontier has reviewed the above statements and offers the following response: Frontier states that they spoke with Mr*** to apologize for his inconveniences and to
verify that his telephone service had been restored.Frontier dispatch a technician to restore telephone service on May 31,2017.Frontier issued Mr*** credit for days out of service and missed appointmentsMr*** is satisfied with the resolution 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: Mr*** states that Frontier continues to over bill for services Frontier has reviewed the above statements and offers the
following response: Frontier advises that the applicable credits were issued for the set top boxes that the customer was not using.Frontier advised that Mr*** received the promised credits for two (2) months of service.Frontier communicated the above information via email dated September 19,and included direct contact information

Thank you for referring the complaint of Ms*** M*** to our office for reviewWe appreciate her bringing
this matter to our attention The Complaint states that: Ms*** states she is not receiving the monthly rate she was quoted when she spoke with a Frontier representative to upgrade her servicesMs*** also states Frontier charged her for an antivirus protection of $per month that she never requestedMs*** request a credit in the amount of $applied to her accountFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Ms*** disconnect her services with Frontier on October 9, Frontier applied a credit to Ms***’ s account in the amount of $A Frontier representative worked with Ms*** through email to advise of the credit that was applied to her accountWe 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