Frontier Communications Corp.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory to me pending the arrival of my refund check
Regards,
*** ***

Thank you for referring the complaint of Brenda *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention.The Complaint states that:• Ms*** states she moved from her residence in October and contacted Frontier in November to cancel service.• Ms***
states Frontier continues to send her bills for a service she did not use. Frontier has investigated the above statements and offers the following response:• Account review shows Ms*** requested her services disconnected on 11/18/ A disconnect order was placed that same day • Account review shows that the pro-rated credits for the disconnection of service missed the 11/20/billing statement due to the proximity of the billing cycle to the disconnect order date The 12/20/billing statement accurately reflected the pro-rated credits back to the date of disconnection leaving a closing balance owing of $ Account review shows Ms*** paid the balance of $however the payment was received on 1/26/after the 1/20/bill had already generatedMs***’s Frontier account currently has a zero balance. 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,Frontier Executive Customer 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 for now And I sincerely hope all the other issues that were not mentioned, e.g.; Fios on Demand is not complete, can't access Widgets, can't use caller blocking on phone, etc., that I had discussed with the other tech supports prior to the call on April 15, would be resolved as soon as possible I understand the mechanics of trying to transfer millions of customer accounts to a new company can be daunting that is why I am willing to give them some time.Thank you very much Revdex.com for helping to get my TV, phone and internet up and running albeit not up to par at the moment, but hopefully soon everything will be complete
Best Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Mr*** advises since April 1, he has been waiting for Frontier to work out issues they had since the
transition from Verizon to Frontier. Mr*** is stating that Frontier cannot locate his account and he gets disconnected when calling the ###-###-#### number. He states he has tried over six times. Mr*** states he was able to reach Frontier but in the process of being transferred to another department within Frontier for an adjustment to his account he was disconnected. Mr*** states he would like to get the billing matter resolved and close his Frontier accountFrontier has investigated the above statements and offers the following response: Frontier has attempted to contact Mr*** three times and has left a messages with a direct number to contact Frontier. However Frontier has not received a response back from him. I also emailed Mr*** on May 9, but Frontier again received no response. Mr*** does now have a direct contact to Frontier. Mr*** may call me at ###-###-#### and I can help himFrontier apologizes for the long delays and for being disconnected on while calling FrontierWe 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*** disconnect service with frontier and continued to be billed beyond his service date.Mr*** would like credit for the $balance on his accountMr*** received correspondence from Frontier threatening to turn the balance over to a collection agencyFrontier has investigated the above statements and offers the following response: Mr*** disconnected service with Frontier effective November 12, 2017.Mr***’s service was paid through November 12, 2017,Mr*** was inadvertently billed discount fees on his November 13, statement.Frontier advised that if the balance wasn’t paid, the account could be referred to a collection agency.Credit has been issued for $and a statement will be generated within days to reflect a zero balance.This credit is now reflected on Frontier’s billing websiteWe 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 Communications
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** advised since the merger of Verizon to Frontier her services have decreased and her billing has increasedMs*** has tried to reach out via phone, chat, and email with no responseMs*** feels Frontier is not delivering service Frontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has contacted Mr***, Ms***’s husbandMr*** advised their internet and their TV wasn’t workingThe representative had a ticket placed and a technician went out on 10/01/The representative reached out to Mr*** on 10/03/who advised everything was working.Mr*** received a total credit of $for his time out of service for days prior to representative contacting himMr*** is satisfied with this 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 Frontier Specialist: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext2611 Fax Number: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advised she has yet to receive her refund after services were discontinued Frontier has
investigated the above statements and offers the following response: Research shows service order *** completed August 24, disconnecting service.Frontier requires a final bill to cycle before a refund can be issuedRecords show final bill date December 10, reflected a credit balance of $38.74. Research shows a refund check has been sent. A Frontier representative attempted unsuccessfully to reach Ms***. A contact email was sent on February 6, 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

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 that she had to wait for a tech to install her service Ms***
advises that she had to pay a bill that she did not oweFrontier has investigated the above statements and offers the following response: Frontier advises that Ms*** reordered service on March 5, 2018Frontier advises that Ms***’s service was reconnected on March 6, 2018Frontier advises that Ms*** has confirmed that her service is working.Frontier advises that Ms*** will receive a refund check from an overpayment she made on her final accountThe refund will be for $20.00Frontier spoke to Ms*** on March 13,

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 have not received clarity on whether Frontier will honor the $p/m plus taxes and fees that we agreed to in my initial chat with Vince in August. Vince also in writing told me that there is no contract term and I wish to know in writing from frontier if they intend to honor this also. I have submitted a copy of the chat with Vince to Frontier so I have this in writing. The initial response from Frontier does not address my complaint
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. Frontier was actually very professional and timely in this matterThey reached out to me directly to inform me of their decision and I have paid the remainder of my balance in fullThank you to both sides for your help on this matter
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that the customer reported slow internet speeds on the wireless internet connection April 4, On April 12, the customer reported no internetOn April 21, a Frontier technician went to
the location and reconfigured the wiringFrontier has reviewed the trouble ticket reports from Verizon, which were only reports for phone concernsBased on the documented trouble reports Frontier will issue credit for days for internetThis credit will reflect on the customer’s May 19, statementNo additional credits are warranted at this timeWe 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 Mr*** E *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he has charged after he terminated Frontier servicesFrontier has investigated
the above statements and offers the following response: Frontier has investigated Mr***’s account and found documented account notes that Mr*** requested to terminate his services on November 30, Frontier advises that a credit adjustment has been applied to Mr***’s account to zero balance and will appear on the April 7, bill statement. Frontier spoke to Mr*** on March 19, to advise of the above informationWe 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. Upon Speaking with Fontier on June 16, 2017, Enrique *** *** reported that they have record of every date that I called inI called to pay the balance they never billed me for and to end service with them after that cycle ended in FebruaryShortly after service was fixed it went right out again and I called in to have the remaining time I paid for refunded, at first glance the customer service lady did not see that my account was closing and said she would credit it to my account but I explained that it was closing and she looked closer confirmed that it was set to close and said the rest of the cycle would be refundedThe fact that the second time I called she was able to confirm that it was set to close tells me there is record of that in my accountHenry confirmed the fact that these two calls occurred but states that there was no mention of closing accountsThere wasHe confirmed that the second call was for service being outIt is Frontier’s policy to not give credit for time out of service until service is restoredThe customer must call back only once service is restored to get credit for time out of service because otherwise there is no time reference for the days outThat they would credit me in advance for time out is against their policy unless there was a close dateAnd there was, that’s why they did itThey should not have been able to credit an account until service was restoredI called and reported no serviceThey never sent anyone out to fix itThey are billing me for months out of serviceIt is against their policy to charge for non-service daysI did not keep calling for no service because I closed the accountThey have record that I had no service and that they never restored itTheir own story does not make senseWhy would I call to report no service and then not have anyone come fix it unless it was closing? How could they have credited me in advance without a reinstatement date? I don’t know if they are overlooking notes on my case or if it was altered but I know for a fact that there were notes in my case on my account closing because the second time I called the lady confirmed it was set to close. It was such a hassle dealing with service that was constantly out, that is why I wanted to end service in the first place; got tired of paying for service I wasn’t getting and constantly having to call in to have if fixedAgain the fact that he claimed to have made SEVERAL attempts to contact me when he made ONE and didn’t even allow me time to call back the next day further shows their dishonestyTo then treat their customers like this is absolutely ridiculousTheir actions and story make no senseMy story is consistent and this needs to be made right
Regards,
*** *** Previous: ***

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 he was placed on vacation service while changing addresses to have compliance with his
contract and was advised there would be no monthly billing or fees up to nine months.Mr*** advises he received a bill for regular internet service the next month and called Frontier and was advised that the vacation service was never activated and was getting billed for service that he no longer occupied. Mr*** advises that he was given credit for the month.Mr*** advises the following month received another bill and called Frontier and was informed he was placed on vacation service and he had to pay a discounted monthly fee, not the no service, no fee terms that were indicated during the initial call in November Frontier has investigated the above statements and offers the following response: Frontier advises a vacation order was submitted on November 11, and deactivated.Frontier advises a vacation order was submitted on January 12, and advises there is a monthly charge of $when on vacation service and a onetime FiOS vacation service order charge for $39.99.Frontier advises that credit has been applied in the amount of $and Mr*** has a zero balance owedWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises he was charged after he terminated Frontier servicesFrontier has investigated the
above statements and offers the following response: Frontier spoke to Mr*** on February 13, and explained Pre billed for service to the end of the bill cycleFrontier advises that prior to termination, Mr*** was billed (and thus incurred charges) through the end of his billing cycle. Mr*** is eligible to continue receiving Frontier services through the end of that billing cycle. Frontier spoke with Mr*** and advised him of the above information

On July 27, Frontier issued credit for a early termination fee which resulted in a credit balance on Ms***'s account. Frontier advised Ms*** the refund check would take to business day

The Complaint states that: Ms***’ states that the service was cancelled in July and an Early Termination Fee was billedIt states that she was not advised of the contract and two-year termShe said that she never agreed to a contract, nor did she ever receive any written notice that the
service was contract basedFrontier has investigated the above statements and offers the following response: Frontier spoke with *** *** on August 31, Frontier’s records show that the Early Termination Fee and the two-year term commitment were quoted when the order was placed on January 28, The expiration date of the two- year term was printed on every bill that generated since the order was placedThe charge for the Early Termination Fee of $was sustainedThe charge appeared on the July 25, 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** Advised Frontier that he was billed for a service that was never installed Frontier has
investigated the above statements and offers the following response: Frontier spoke with Mr*** on March 6, and advised the account in questions ***has been credited to a zero balance and removed from the collection recordsWe 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 Revdex.com bringing this matter to our attention The Complaint states that: Mr*** is disputing billing for $ after disconnectFrontier has investigated the above
statements and offers the following response: Frontier advises Mr*** requested disconnect on December 13, The last bill cycle started on December thru January 4, Upon disconnection there was a past due balance of $ from November 5, Frontier advises a credit was applied towards the January 5, cycle in the amount of $ This leave a balance due for the November $ bill and the last cycle for December $ 29.56= $ 49.55.Frontier advises our records indicates usage thru December 2017.Frontier spoke with Mr*** on March 7, and reviewed the above. 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

Frontier has reviewed Ms***’s account and found the following:Ms*** established service on January 18, 2016. The bill and payment history reflected below shows that Ms*** has been carrying an unpaid balance since September as no payment was received. If Ms
*** made a payment in September 2016, proof of payment will be required to investigate further. Ms*** called in January to inquire on lowering her bill. Consultants have advised that there is no promotions available to lowering her internet pricing and offered to lower the speed which she was not interested in.Ms*** was billed an $Technician Isolation Charge on the February 1, bill statement in association with trouble ticket #4277120. Ms*** disputed the charge stating that she was not informed. A credit of $was applied to the account on March 12th for a one time courtesy credit offered in January due to misinformationA credit of $was applied to the account on March 13th waiving the isolation charge plus tax Bill and Payment History Bill Date Due Date Current Unpaid Total Due Payments / Charges Balance Received02/01/16 02/25/16 $97.37 0 $97.3703/01/16 03/25/16 $67.92 $97.37 $165.29 ($97.37) 03/11/16 ($67.92) 03/24/1604/01/16 04/25/16 $78.37 0 $78.37 ($78.37) 04/26/1605/01/16 05/25/16 $65.82 0 $65.82 ($65.82) 05/27/16 06/01/16 06/27/16 $65.82 0 $65.82 07/01/16 07/28/16 $67.95 $65.82 $133.77 ($68.00) 07/18/16 ($66.00) 08/01/1608/01/16 08/25/16 $65.82 ($0.23) $65.59 ($65.59) 08/26/1609/01/16 09/26/16 $65.82 0 $65.8210/01/16 10/25/16 $67.95 $65.82 $133.77 ($66.00) 10/17/1611/01/16 11/25/16 $67.95 $67.77 $135.72 ($67.77) 11/17/1612/01/16 12/27/16 $61.17 $67.95 $129.12 ($30.00) 12/06/16 ($37.95) 12/13/1601/01/17 01/25/17 $62.48 $61.17 $123.65 ($62.00) 01/16/17 (11.91) credit 02/01/17 02/25/17 $161.18 $49.74 $210.92 ($49.74) 02/17/1703/01/17 03/27/17 $62.48 $161.18 $223.66 (83.33) credit (98.70) credit Ms***’s account currently reflects a balance due of $for the March 1st bill statement. Frontier advises that no further credit is warranted