Frontier Communications Corp.

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 billing discrepancyFrontier has investigated the above statements and offers the
following response: Frontier spoke to Ms*** on December 21, and explained that we will investigate and update Ms*** with the resolutionFrontier has reviewed current service and charges and all promotions are active and Frontier has issued several adjustments to honor bundle priceFrontier has set a follow up to ensure bill accuracy.Frontier made several attempts to reach Ms*** again; however, we have been unsuccessful in speaking to her again, Frontier has left several message with direct contact information. 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 rebuttal of *** *** to our office for reviewWe appreciate him bringing this matter to our attention The Rebuttal states that: Mr*** states that he disconnected his Frontier service because the sales agent told him he could keep his old phone number and email address when switching to Frontier from his pervious providerMr*** advises he never received his old email address, that he had with another provide, when he connected his service with Frontier and instead was provided with a Frontier email addressMr*** also states that Frontier never advised of the steps he needed to take to keep his old email address with his previous provider Frontier has investigated the above statements and offers the following response: Frontier’s investigation found Mr***’s phone number was successfully ported to Frontier on November 28, and there is a valid Third Party Verification on file from Mr***Frontier determined that there is no record of a Third Party Verification to port Mr***’s email address from his previous provider.Frontier advises that email is not a service that a customer has the option to port from one company to another company. Frontier also advises that they provide a free email address to all of their customers who sign up for Internet service and have the option to keep the email address for life, even if they cancel their Internet service with FrontierFrontier advises that the balance due on Mr***’s account is valid and no credit will be issued to his accountFrontier stands by their original findings and no credit will be applied to Mr***’s Frontier account We trust that this information will assist you in closing this rebuttal. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the rebuttal of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Rebuttal states that: Mr*** advises that his internet provider, ***, informed him that they do not offer premium technical support provided by Frontier, since they have their own technical support servicesMr*** advises that although he had the option of opting out of the Frontier Secure premium technical support at the time he ordered *** internet service, he should not be required to do so Frontier has investigated the above statements and offers the following response: Frontier advises that when Mr*** ordered *** internet service, he was informed that the first month of Frontier Secure premium technical support would be $the first month and $going forward each month, which he agreed toFrontier advises that on July 17, 2017, Mr*** was given a courtesy credit in the amount of $38.97, which is the equivalent of three months of Frontier Secure premium technical support. The refund was applied to the customer’s credit card, and even though the card had already expired, the funds were received by the financial institution and applied to the new credit cardFrontier spoke with Mr*** on July 24, 2017, and was advised that he was credited for three months of premium technical support. Frontier also advises that a refund could not be processed for the entire amount of time that the customer was being billed for the Frontier Secure premium technical support because the product was disclosed by name at the time the customer ordered the internet service was ordered.Frontier advises that the customer had the option of opting out of the premium technical Support, either over the phone when the internet service was first ordered or when the email was sent to him confirming his purchase of Frontier Secure premium technical support. 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

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

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."As far as additional I have offered to waive all install fees and I can only offer to credit the 1st months service is the maximum I can offer so you would get no installation charges and the 1st months service would be credited." Is what I was actually quoted by AnthonyI have all my e-mails that we have used for communicationI don't see that information sent in to the Revdex.comAdditionally, I accepted this agreement and appreciated my first month's service being creditedHowever, I waited for a return call, from one of the many people I have talked to in the past several days, to let me know that this was approved and that we would continue with Saturday's installationYet, just like every other time, the ball gets dropped and I get no return phone callInstead I get to go through the whole process againI waited all of Saturday at home for the Frontier tech to arrive because that was the original date that was promisedNobody showed upThen, when Anthony finally responded to me and stated the above, I said I would continue with serviceThen I get more possible installation times during the week that were: I" do see the soonest we have is 3/1:00AM to 5PM and then we have the 3/7, 3/8, 3/eithere 8AM to 12:00PM or 1:00PM to 5:00PM are the soonest dates we have besides the 3/8:00AM to 12:00PM" directly quoted from Anthony's e-mailWhen I received this I told him these were not doable timesOne reason, I am not going to be up at 1:00am to get ready for any service, but most importantly I told him I work and I waited ALL DAY on Saturday for the service I was promisedI asked Anthony to be more accommodating since I used my time for that day, and I couldn't take off work random hoursInstead of a response for two days, I get a message from the Revdex.com, stating only a portion of what was discussedSo, nothing is really being resolvedI am still getting the runaround from different peopleI will continue to work to get this resolved the correct, and professional way, a business should handle their customers
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 requested to cancel her HBO service on August 28, 2017; however, she continued to be billed for the servicesFrontier has investigated the above statements and offers the following response: Frontier advises that an order was placed on January 11, to remove the HBO serviceFrontier advises that an adjustment in the amount of $was applied to Ms***’s account for five months of the HBO service charges and will be reflected on her February statementFrontier spoke with Ms*** on January 24, to review this information with herWe 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I still do not see adjustments nor a clarification of my monthly chargesI don't want to have anymore contact by the agent whom is responding to my complaintDue to the untruth of the response say that I had already received a credit in fact it was deniedI feel the agent is not trustworthy and unconcerned not to mention when I spoke with her she was very rude and condescending
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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Customer is disputing charges billed from FrontierThey placed a new install order and
decided to go with another company Frontier has investigated the above statements and offers the following response: Frontier billed customer in error for services that they did not useWe have issued credit for $to close the account 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*** with *** & Associates advises her phone system was hacked and her business is being charged for
calls to Cuba they did not make Frontier has investigated the above statements and offers the following response: Frontier advised Ms*** that it a business customer’s responsibility to keep their phone system secure to help prevent hackingFrontier also advised Ms*** that we will issue credit for 50% of the fraudulent amount and credit will only be issued after the business pays their portion of the charges 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

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,
*** ***

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

Frontier has investigated this issue and contacted our Refunds department for assistance. Refunds advised that the customer will have her refund in hand by the end of October. On October 18th Frontier left a message for MsCorker advising of our findings

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 had spoken to Frontier and thought this matter was behind usYesterday we received a call from someone at Frontier and they said they did not have our correct phone number associated with the accountThey didThis morning we awoke to NO televisionThe message on the television states that our television was disconnected due to a billing issueWe are not only current on this account but we have the credit that you mentionedThe frustration with Frontier is epicThank you for your assistance
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.you might want to rethink and allow the early termination fee to be waived. you may want to have a more superior person review this.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier Internet Help Desk was able to trouble shoot the issues revolving around the iPad app.We regret any inconvenience that Mr*** 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 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 Mr*** bringing this matter to our attention. The Complaint states that:Mr*** states that he was billed an early termination fee for terminating his Frontier services and advises
that he did not have a contract with FrontierMr*** also advises that he was billed for Frontier services after the date of termination Frontier has investigated the above statements and offers the following response:Frontier investigated Mr*** complaint and advises that all Verizon contracts including terms and conditions for any services previously provided by Verizon’s local exchange operations were assigned to Frontier CommunicationsFrontier will maintain all terms and conditions of the relevant portions of the agreements through its expiration.Frontier made an adjustment to Mr***’s account for the early termination fee, as a courtesy, in the amount of $185.64. Frontier advises that Mr***’s services were ported out to another service provider on June 21, Frontier issued the June 19, statement before the service was terminatedFrontier also applied an additional credit in the amount for $to cover the loss of services prior to the service being ported outThe total adjustments that will appear on Mr***’s final Frontier statement will be $226.64.Frontier spoke with Mr*** on August 2, Mr*** requested that this information be emailed to himFrontier Sent Mr*** an email including the above information. 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

Frontier apologizes that Ms*** was misinformed that FiOS 50/was her only option therefore has agreed to honor a monthly rate of $on the March and April bill statements. However the $rate will not be honored going forward Frontier advises that Ms*** has an option to either downgrade to Simply FiOS 30/to receive a rate of $for year as she had on her previous account or keep Simply FiOS 50/