Frontier Communications Corp.

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 find that this resolution is satisfactory to me.
Regards,
*** *** ***

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate *** *** bringing
this matter to our attention.The Complaint states that:Ms
*** advised she was promised there was no early termination fee when
she
set up servicesMs
*** advised Frontier has advised there would be an early termination
fee of $175.00.Ms
*** would like the early termination fee removedFrontier has investigated the above
statements and offers the following response:Frontier reviewed Ms***’s account, it was notated that the early termination will be waived.Frontier will waive the early termination fee of $upon Ms*** request to terminate services on August 31, Frontier will place the cancelation order, waive early termination fee and send return boxes to Ms*** on August 31, 2017.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: Shaneshia
R*** Department: Customer
Relations

Thank you for referring the complaint of *** *** to our office for review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that Frontier started charging a $Internet Infrastructure Surcharge, beginning
with the December billing cycle. Mr*** advises that the published Broadband Consumer Disclosure states that other monthly fees do not apply, so his bill should not have any additional surcharges on top of the $monthly rate for the Frontier internet service. Mr*** advises that Frontier needs to remove the $from his current bill and from future bills, so that he only pays $per monthFrontier has investigated the above statements and offers the following response: Frontier advises that the Internet Infrastructure Surcharge was implemented on December 1, 2017, to offset some of the costs of maintenance of the local networkFrontier advises that the published Broadband Consumer Disclosure has been updated to include the verbiage “Other monthly fees may apply.”Frontier spoke with Mr*** on December 14, and advised him of the above statements. He was also advised that the $fee on his December bill is being reversed as a one-time courtesy, and starting with the January billing cycle, the $bill will be in effect 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

October 3, 2016Thank you for
referring the complaint for *** *** to our office for review. We appreciate your bringing this matter to
our attention A review of the
account determined the customer’s service issue was related to a service
outage. The customer
reported his
trouble on September 12. The service was
restored on September Time out of service credit in the amount of $
was applied to the account.We sincerely
apologize for Mr***’s recent experience and can assure we continue to make
progress every day and explore options to ensure a consistently positive
service experience for our customers.We trust this
information will assist you in closing this complaint. Sincerely,Amara H.Customer
Relations Specialistcc: *** ***

Tell us why here...Frontier Communications
Complaint Number: N/A Company Code: N/A
Customer Name: *** *** Phone: ***
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention
The Complaint states that:
• Frontier has not stopped sending bills for their old account and has started sending collection notices and threatening to take additional action
Frontier has investigated the above statements and offers the following response:
• Frontier has found that *** *** was issued a credit for $for no phone service and $off for year and their old account has been cancelled as of 8/15/
• Frontier has found that *** *** was still being charged for long distance calls
• Frontier has made sure the old account 210-121-xxxxx has a zero balance and is no longer active
• 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
Telephone Number: ###-###-#### Ex *** Fax Number: ###-###-####

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*** experienced internet troubles with her Frontier servicesWhen a technician came out for the repair, he was unsuccessful in restoring the serviceTwo days later, Ms*** switched all services to Comcast and paid her Frontier bill in fullMs*** then called in to Frontier to have charges refunded back to the date of cancellation, but she was advised that Frontier’s policy had change and nothing would be refundedFrontier has investigated the above statements and offers the following response: Frontier confirms that Ms***’s account was disconnected via a port to another company effective 9/18/Ms***’s most recent bill had printed on 9/13/prior to the cancellation date for a full cycleFrontier has reached out to Ms*** to advise that she will receive a final bill within the next 30-days reversing all charges back to the date of cancellationAs Ms*** has already paid the 9/13/bill in full, she will be receiving a credited refund via prepaid Visa card for the days charged where services were no longer activeRefunds on closed accounts are sent 60-days after cancellationWe 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 Specialist: Amanda B*** Department: Customer Relations

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 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

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,
*** ***s

Tell us why hereFrontier has investigated the above statements and offers the following response: Frontier advises that a technician reviewed the facilities and Ms***’s location on November 10, 2016.It was found that the facility was damaged by local wildlifeThe technician repaired
the outside facilities.Frontier was unable to gain access to the customer’s residence to ensure that the inside wiring was working as anticipatedFrontier has issued a service outage credit of $to the account for the service concernsThis will reflect on the customer‘s statement printing November 16, 2016. 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 review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she has a billing discrepancy with Frontier because of some directory assistance
charges that she was billed for. Ms*** advises that all charges need to be waivedFrontier has investigated the above statements and offers the following response: Frontier advises that there was $in directory assistance calls on the customer’s November 21, statement, and the charges are valid since the directory assistance service was used by the customer Frontier advises that Ms*** had not made a payment since October 2014, and the balance continued to carry over from month to month until the service was cancelled in February 2015. Frontier advises that the final balance of $is valid. Frontier spoke with Ms*** on March 27, and advised her of the above statements. 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 additional concerns of *** *** to our office for reviewAs previously stated based on the documented reports, Frontier has applied a credit in the amount of $for one month of the disputed HBO channelsAdditional credit for this charge is not warranted at this time, the charge was not disputed until this month and there were no prior reports made of the channels not workingFrontier has reviewed these additional remarks and the company’s position has not changed Sincerely, Frontier Executive Customer Relations

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 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

The Complaint states that:Customer states he requested to drop his phone service and upgrade his internet service and was told he would be charged a $Early Termination Fee to upgrade his internet serviceFrontier has investigated the above statements and offers the following response:
Frontier has reviewed Mr***’s account and found that he was on a term commitment that had just renewedFrontier stated they have removed the term commitment that was appearing on Mr***’s accountFrontier communicated the above information via email on March 14, and included direct contact informationWe 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 her bringing this matter to our attention
The Complaint states that:
• Ms*** is stating that she initially contacted on 1/5/Frontier to disconnect as she just has *** service
installed and she advised that she wanted to port her phone number to them
• Ms*** says that she contacted Frontier on 1/10/regarding the port process and she was instructed to contact *** which she didShe states that the following day Frontier advised that her service was disconnected and her number could not be portedShe was then advised she would be billed for the Frontier service through her bill cycle end date of 2/4/
• Ms*** says she advised Frontier that she would pay the early termination fee penalty of $but not for services did not have
• Ms*** is requesting that her bill is prorated to the 1/5/initial request to disconnect or she will accept 1/11/as the stop date for billing
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Ms*** advised Frontier on 1/5/that she needed to cancel her account and that wanted to port her phone number to ***The Frontier agent advised that the new provider would need to contact us to send the port-out request
• Review of the account history confirms that there was no port out order requested by *** and a disconnect order was placed on 1/11/at Ms***' requestAs indicated in our ‘Terms of Service’ located online at frontier.com/corporate/terms, it is Frontier policy to terminate service for the last day of the billing cycle for non-regulated products
• In this instance Frontier has waived the early termination fee and Ms***' 2/4/final bill was prorated to the 1/11/account disconnection date, for the phone service portion of her productsA manual credit of $has been applied to adjust for the non-regulated services (TV and internet) back to 1/11/
• Ms*** has a final credit balance of $which will be refunded to her credit card in 7-business days
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

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. There are still several issues I have with is company, their advertising, customer service and billing. First the Bait and Switch advertisement does not state the expiration date or limited quantities therefore I could not be told that it was expired. Next, when I called on my bill number that was charged $I spoke with the manager Denise #JCC022. It took several weeks for her to get back to me because she said she will review my conversation with Mike. After several weeks of calling her and leaving messages via phone and email she responded to me that in my conversation with Mike there is no conversation regarding the $price and I did indeed opted out of the $amazon gift card. However once I contacted Revdex.com they were able to find my conversation with Mike and the correct price and made the adjustment. So Denise LIED to me. Because of her taking long time to respond I could not cancel my frontier, and when I switched to another company I had to pay additional fees for new installation, therefore I do not believe I owe this company anything. As far as I am concerned the Bait and switch tactic is ILLIGAL!!!!!!

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 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