Frontier Communications Corp.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12068926, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.They did send a fraud packet, I have completed it which cost me $in notary feesSomeone named Sandy from Fraud called and left a message BUT NO PHONE NUMBER--so I have no way of reaching herI called back to Frontier and spent over half an hour on hold and spoke to another supervisor who says they don't have a phone number or a way to transfer to the fraud department.This is ridiculous in terms of customer serviceI am appalled at the lack of professionalism (who doesn't leave a call back number?)
Regards,
*** ***

Thank you for referring the rebuttal complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises he was billed for a service that never worked.Mr*** advises Frontier did not address to the collection credit reporting issue. Frontier has investigated the above statements and offers the following response: Frontier called and left several messages for Mr*** and sent an email with direct contact information.Frontier advises on December 1, Frontier left a message for Mr*** that we checked with the Credit Collection Services and confirmed that his account balance was cleared out before it was reported to the credit bureauNo credit reporting issue to correct since never reported to credit and a zero balance.Frontier would like to advise the account balance was cleared since the service never worked at the residence.Mr*** has direct contact information for future. 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

Thank you for referring the complaint of *** ***-*** our office for reviewWe appreciate for bringing this matter to our attention The Complaint states that: *** ***-*** advises she was experienced difficulty dialing a specific telephone number
Frontier has investigated the above statements and offers the following response: Repair history shows the following trouble tickets reported in 2017: *** reported January 13, as can’t receive calls. The ticket was closed * *** reported January 13, as Optical Network Terminal (ONT) is hanging and not screwed in all the wayThe ticket was closed January 13, as top locks slipped out, locked ONT in place*** reported February 9, as call qualityThe ticket was closed February 11, as no trouble found on customers endMrs***-*** provided feedback regarding her experience with two Frontier representativesThis information has been forwarded to their respective departments for internal handlingOn March 23, a service performance guarantee of $was applied for Ms***-*** difficulty reaching the pharmacy A Frontier representative spoke with Mrs***-*** who advised the issue has been resolved and satisfied with the resolution. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs***-*** has experienced as a result of the above matter

Frontier has investigated this complaint and found that on May 3, Mr*** placed a request to terminate this service The order was not cancelled because the rep had to place a request to refund the customer's $deposit The order posted, creating an account I spoke
with Mr*** on May 5th advising that he should have his deposit refunded within 7-business days I also advised Mr*** that I would cancel the account and follow up to make sure any charges are credited to $

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 am happily surprised by Frontier's responsiveness and assistanceI had a great experience talking with Donna, she was extremely helpful and resolved my issue
Regards,
*** ***s

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states that he has been having issues with the notifications in his favorites list for his television
serviceFrontier has investigated the above statements and offers the following response: Frontier advises that it has received confirmation via email from Mr*** on April 18, stating that he has been assisted by Frontier technical support and the issue is resolvedWe apologize for any inconvenience that *** *** has experienced as a result of the above matter

Thank you for referring the complaint of *** M*** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** states she has not received her refund from Frontier. Frontier has investigated the above
statements and offers the following response: Frontier spoke to Ms*** on February 9, Frontier advises the refund was sent out on January 19, If she has not received the refund to contact CITI bank cards department at ###-###-#### to report lost, stolen, or unreceived refund 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

Frontier has investigated the above statements and offers the following response: Frontier will make recurring adjustments thereby honoring the monthly recurring charges.Frontier advises the new adjustment process per Ms***’s request will begin on the February statement.Frontier has issued credits in the amount of $to the customer account to re rate Ms***’s billing for November, December and January.Frontier has emailed Ms*** the following information.Frontier provided direct contact information should she require additional assistance 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she requested service with Frontier in October and was told her cost would be $Mr
*** states she received a statement for $three days after service was connected Frontier has investigated the above statements and offers the following response: Frontier advises that the correct rate for the services that Ms*** subscribed to was $before applicable taxes and surchargesThis covered telephone, Internet, television and equipmentFrontier advises that there was an error on the initial order that prevented the promotions to be reflected correctly to Ms***’ accountFrontier advises that this effected the December and January statementsFrontier advises that the promotion was corrected in February and adjustments in the amount of $were applied to Ms***’ accountFrontier advises that the remaining balance due is $and once this balance is paid in full, notice will be sent to the outside collection agency to advise that the debt has been satisfied.Frontier advises that several attempts were made to contact Ms*** to discuss this issue further but was unsuccessful speaking to her further.Frontier has mailed Ms*** a letter with direct contact information if she needs any further assistanceWe 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 *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention Mrs***’s original complaint states that she has requested to have her previous telephone number made available to herIn this rebuttal Ms*** states that she still has not received access to her previous telephone number Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mrs*** and placed an order to give Ms*** access to her prior telephone numberThe order that was placed to regain access to Ms***’s prior telephone number was noted as deactivated per Ms***’s requestA Frontier representative has attempted to contact Ms*** regarding this issue and has been unsuccessfulMs*** has been provided direct contact information for a Frontier representative should she wish to discuss this matter further. 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

The Complaint states that: Ms*** advises that she called to cancel her Frontier services in December of However, Ms*** advises that her services were not cancelled until she called Frontier in June of Frontier has investigated the above statements and offers
the following response: Frontier advises that we spoke to Ms*** on October 23, Ms*** advises that she did not contact Frontier in December of 2017, she called Direct TVFrontier advised that her Frontier service has been never been billed with her Direct TV, and her Verizon service hadn’t been billed with her Direct TV since December Frontier advises that Ms***’s service was cancelled on June 6, upon requestCharges were not assessed beyond her request to cancel her serviceFrontier advises after a thorough audit, and we have found that all of the charges on Ms***’s account are valid

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that:Ms*** states that she received a notice that her promotion was going to expire in June 2017.Ms***
states that when she called in to Frontier she was advised that her contract was until July Frontier has investigated the above statements and offers the following response:Frontier investigated Ms*** account and advises that Ms*** was set up on a two year agreement for her telephone and Internet service which provided her with discounts on her business account of $1,over the past year.Frontier advises that Ms*** will only be responsible for $in early termination fees as a courtesyFrontier spoke with Ms*** on March 22, to advise her of this informationWe 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 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 *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** disconnect her account on 02/11/2016. When Frontier took over Verizon’s network, she received a bill for a closed account with reoccurring charges. Frontier has investigated the above statements and offers the following response: A Frontier’s employee reach out to *** *** to apologize for the confusingShe was informed that all the Frontier charges will be credited back. The balance that was sustain was $119.98, due to bank return check that happen when she was with VerizonFrontier placed an adjustment for $which will be reflected on the December 04, billing statementThe balance remaining on the account is $ 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 the above statements and offers the following response: Frontier has removed the Early Termination Fee from *** ***’s account as a one-time courtesy.Frontier has contacted ***, ensured satisfaction, and provided direct contact information should ***
require further assistance 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that Frontier created two accounts for his business at the same addressMr
*** is requesting a refund for the duplicated accountFrontier has investigated the above statements and offers the following response: Frontier has issued full credit and cancelled the stated duplicate accountThe cancelled account billed under ###-###-#### 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

Thank you for referring the complaint of *** M*** to our office for review The Complaint states that: Mr*** advises that Frontier owes him more money than they are offering him on a refund Frontier has investigated the above statements and offers the following
response: Frontier advises that the services had only been reported out for two months therefore, we can offer months as a credit.Frontier spoke with Mr*** and advised that this was all we could give for the situation, Mr*** understands the credit balance and the refund has been processedMr*** has direct contact information for future concerns. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** M*** has experienced as a result of the above matterTell us why here

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 he requested a disconnect on his account and install of a new account under sister in
law’s name on same day November 17, Frontier has investigated the above statements and offers the following response: Frontier advises the new account under sister-in-law’s name was installed on November 27, Frontier has applied a one time credit of $ for the delay with install.Frontier advises the account under Mr*** name was disconnected November 17, As a courtesy Frontier has credited the account for the last bill cycle that began November 16, in the amount of $ 69.99.Frontier spoke with Mr*** on December 6, and reviewed the aboveWe 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*** 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

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 gentleman that I spoke with did admit that I was told I was going to receive the credit but it was not justifiedLike I stated earlier I did not ask for the credit there employee offered itAll I stayed was that the service was not what it used toEHe told me that they were not going to honor the creditAll I ask is that they honor the credit there employee told me I was going to receive.
Regards,
*** ***