Frontier Communications Corp.

Frontier has investigated the account for *** *** and found the following: Mr*** was enrolled with Frontier Voice and HSI service on April 4, 2017. Mr***’s internet service was not set up during installation. He called on 4/18/to advise that he was supposed to
have FIOS service and was told FIOS was not available in his area. Mr*** requested to cancel service and Frontier agent agreed to cancel the service back to the date it was installed. Services had already billed. The balance remained. A Frontier agent adjusted the balance of $143.62. Mr*** now has a zero balanceA request has been sent to the outside collection agency to have negative balance removed from Mr***’s credit report. An agent tried to reach Mr*** to advise and was unsuccessful. If he should have any other questions or concerns he can contact the undersigned. Thank You! Shabrenia W***Frontier Consumer Relations

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
A Frontier representative did call me on 1/18/and said mostly the same things that are contained within their responseI attempted to provide that representative with other repair ticket numbers, additional Frontier appointments that the tech no-showed for, as well as pages of chat logs that clearly document the severity of the service issues we were having, and offer proof that far more than one complaint was filed, and that we had multiple repair requestsThe representative was disinterested in reviewing the documentation I have, despite my offer to email it to themIt is clear that Frontier representatives did not adequately log our complaints, as Frontier is showing that they have received only one and that we only had one repair ticket outstanding, but I have documentation to the contrary. In addition, Frontier's own response to this complaint shows that they do not keep adequate recordsThe service call that they are referring to was not scheduled for 11/15/That would be impossible, considering that we no longer had service with Frontier beginning on 11/06/The appointment was actually on 10/25/17, between 8am-12pm ESTAt 12:27pm EST, I utilized Frontier's online chat feature and spoke with Amber, who said that the tech (whose name was Daniel) was probably just running lateAt 3:29pm EST on the same day, I again utilized the online chat feature and spoke with Corey, as the tech still had not arrivedCorey then transferred me to Stephanie, who then transferred me to Jeremiah, who then had to transfer me to Alexis, as all of these reps said I had been transferred to the wrong departmentI was finally connected with Alexis at 3:47pmAlexis then stated that she did not see a ticket for a repair order, so there was no tech coming outI ended the conversation at 4:26pm after Amber become unresponsive. On 10/26/17, at 8:25am EST, I spoke with Rashawn with Frontier via online chat, who did offer to reschedule a tech, but not until 11/1/between 8am-12pmConsidering that our internet was going down dozens of times per day, we had had a tech scheduled for the prior day who did not show, I advised that I felt the wait time to be unacceptableRashawn then offered to have a tech come out that day, but said it would be an all day appointment, and he could not give a window of opportunityConsidering that the tech from 10/did not show up, nor did the tech for repair ticket number ***, it seemed unreasonable to ask us to have someone sit around all day waiting for someoneI asked for a time window, but Frontier would not provide themConsidering that their techs work outside of our business hours, it was not financially feasible for us to pay an employee to wait until whenever Frontier decided to show upIt was at this point that I advised Frontier that we would like to discontinue serviceFrontier techs (James and Glen) who had been here previously (and actually showed up) had already advised us that the problem could not be fixed and that it was due to another utility company's line at the road interfering with Frontier's lineFrontier had asked that we let a tech come out to look at it one more time, but unfortunately, that tech opted not to show up for the scheduled appointment. Considering that Frontier had already told us that they could not correct the problem, they clearly are not documenting service calls, repair tickets, or customer account correspondence accurately, we still respectfully request that the entire termination fee be waivedAt the end of the day, we only cancelled because Frontier could not provide the service that they were contracted forWe would have happily stayed as Frontier customers had they been able to resolve the issue, but even by they own admission, they could not, so the termination fee should not valid.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is kind of satisfactory to me. Although I have not been compensated for the days I took off of work and the technician never showed up the entire day during these days, I feel as though Frontier will never compensate me for thisReluctantly, my only option is to accept the offer given to me.
Regards,
*** ***

Frontier has reviewed Mr*** account and found on 01/26/an order was placed to upgrade from Simply Broadband Max to Vantage Simply Internet Plus effective 02/02/There was no promotion added to reduce the pricing therefore the customer was billed $for the Internet service
Frontier has added a $promotional credit on the account for months and will follow up to renew the credit for an additional months to honor the price quoted of $for years. Credits totaling $have been applied to the account for the February 4th ($12.00) and March 4th ($10.00) bill statements Frontier apologizes to the customer for the misinformation provided and inconvenience that this matter has caused

Good Afternoon,This issue has been resolved. Mr*** was able to restore his cameras and TV himself. Frontier's tech was able to pull the neighbors phone number out of our switch, that customer had went to Charter. Now he can call them. I issued as a one time courtesy,
$25. I spoke to Mr*** on October 24, to verify satisfaction.Thank YouSerena J***

Frontier has examined Ms***'s account and found that she has a stand alone Internet service, which is billing properly at $per month. She also has an Internet security service that is billing at $per month after discountMs***'s account was suspended for non-payment on
10/5/and then restored on 10/after payment was made to the accountCredit of $was issued on 10/for the time she was without serviceA repair report was placed on 10/for Internet trouble and completed on 10/when the modem was replaced. I attempted to reach Ms*** multiple times on her CBR on 10/28, but I was unsuccessful in reaching her. I have issued credit of $toward the bill as a courtesy due to the difficulty Ms*** has experienced. This brings the account to a $balance until the November 1st bill generatesRegarding Ms***'s requested resolution, we do not have a $plan for stand alone Internet service. She is on our lowest priced plan. Also, we were not able to justify months credit for service based on her repair history

Thank you for referring the rebuttal of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The rebuttal states that: Ms*** advises that she experienced issues with her Internet service from FrontierMs*** also advises that she requested to terminate her Frontier Internet services on September 30, 2017; however, the service was not disconnected and she continued to get billed for servicesMs*** states that Frontier is billing her for an early termination fee of $for canceling her service Frontier has investigated the above statements and offers the following response: Frontier records show that Ms*** contacted Frontier on August 29, to report service issues and a repair was completed on August 29, by setting up modem. Frontier records show that Ms*** contacted Frontier and requested her services be disconnected on September 30, Frontier advises that an order was completed on November 6, to disconnect Ms***’s servicesFrontier advises that an adjustment in the amount of $ have been applied to Ms***’s account for the errors on the October statement as well as partial credits for the regulated services billed on the September statementFrontier advises that Ms*** was not billed for an early termination feeFrontier advises that Ms*** was billed for a Broadband processing fee in the amount of $on her final billFrontier advises that Ms*** is responsible for her first bill that was issued on August 25, that covers services from August 22, to September 24, Ms*** is also responsible for charges of $on the September 25, statement that covers services up to the date of disconnect on September 30, as well as a late fee for not paying the August statementMs*** is also responsible for a broadband processing fee of $that was billed on the November 25, statement for disconnecting the Internet serviceFrontier advises that the balance due on her Frontier account is $185.37.Frontier spoke Ms*** on March 5, to review this information with herMs*** stated she would be sending in her payment 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 Revdex.com bringing this matter to our attention. The Complaint states that: Ms*** advises after her number change her billing was not showing the promotionsMs*** advises she was also billed for an additional TV box that she did not haveFrontier has investigated the above statements and offers the following response: Frontier advises the missing promotions have been applied along with billing and courtesy credits Totaling of $ on the current bill that covers July to September 1, There is also an additional credit for the DVR/ Set top box issues of $ that will appear on September 2nd billing.Frontier advises the second TV box has been removed from billing and Ms*** plan is as advised: Triple play Custom TV, Phone, 150/for $ with the modem and DVR free for months, STARZ free for mths plus taxes and feesAfter the first months the Bundle would increase $ 30.00, Modem $ and DVR $ to $ plus taxes and fees until the end of the months.Frontier emailed with Josh Edgar on August 23, 2017, who is authorized on the account and explained 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

Thank you for referring the complaint of Mrs*** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention. The Complaint states that: Customer requests that Frontier remove the equipment return fee from their bill. Customer wants
Frontier to their account current Frontier has investigated the above statements and offers the following response: Frontier has removed the equipment return fee from the customer’s account.Frontier has issued credits onto the customer’s account, bringing the account to currentWe 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

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 have contacted Comcast and am planning to switch to their product. Frontier never explained to me why they didn't tell me that they couldn't honor the $as promised until my bill came that was substantially higher. They blamed a contractor but contacts with Frontier to understand this was not answered by Frontier employees either
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.My family and I have continued to be in contact with Frontier communications, nearly every dayThey continually lie to us, giving us dates that they will be sending a technician to set up serviceWhen the day comes, they do not showA local frontier employee, was kind enough to be truthful with us, unlike the customer service representatives and managers we have spoken toHe told us that since our old line and promised new line were given away, that there would be no way to get service until someone else in this area cancels their serviceYet, frontier continues to lie everytime we call them, giving us a new date that they will be sending a technician outThey are knowingly deceiving and lyingThey offer no help or solution, just apologize and continue to lie.
Regards,
*** ***

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 after he cancelled his Frontier internet service on November 11, 2017, he
received a bill for his regular monthly rate of $ Mr*** advises that Frontier informed him that his November bill would be voided, and that the credit for the full balance would be reflected on his following statement. Mr*** advises that his December statement had an additional $in charges, and that his entire balance of $needs to be cleared Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s internet service was pre-billed, and he was eligible to continue receiving service until the end of the November 11, billing cycleFrontier advises that previous promotional discounts were charged back to the customer’s account in the amount of $33.84, but that amount was later credited on December 18, 2017, bringing his current balance to $64.99.Frontier spoke with Mr*** on December 18, and advised him of the above statements. 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: On Monday, January 8, 2018, Frontier has shipped the return instructions and the equipment boxes to the address on file. Ms*** should expect to receive them the week of January 8, We regret any
inconvenience that *** *** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Mr*** establish a triple play account with Frontier on October 04, with a monthly reoccurring charge of $before taxes and surchargesMr*** received a Vantage TV promotion credit
in the amount of $for one year without any termination penaltyDue to the fact there is not a termination penalty, when a downgrade is made the promotional credits are forfeitedTherefore when Mr*** remove television service he was not eligible to receive the double play new customer pricingMr***’s double play package includes Vantage Voice Unlimited calling and Vantage Internet Elite for a monthly reoccurring in the amount of before taxes and surchargesMr*** will received promotional pricing on the Internet for the next three years until February 2020. Frontier has applied $in adjustment to Mr***’s Frontier account as a courtesy for the inaccurate price quoteA Frontier consultant has been in direct contact with Mr*** and advised to lower the monthly cost we will have to downgrade the serviceFrontier will not apply any further adjustments to Mr***’s account due to an invalid price quote We regret any inconvenience that Mr*** may have experienced as a result of the above matter

We would like Frontier to revise our billing statement. We should be charged for days, November 7-11, and not charged again until January 6, when we returned to this residence. During the intervening time we did not use the service, though we have been charged for it with
penalty

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** downgraded services to Internet only as of July 12, Mr*** will see a credit for the change in service on his August 15, statement.Frontier further advises that
$in credit has manually been applied to the accountFrontier has attempted to reach Mr*** to discuss the accountMr*** was travelling at the time and unable to discuss the billingA direct contact number was provided for contact at his convenience 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 rebuttal of *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attentionThe Complaint states that: Mrs*** said that she was billed a late fee and needed someone to contact her after 5pm to discuss her billingFrontier has investigated the above statements and offers the following response: Frontier posted additional credit to Mrs***’s accountWe also contacted Mrs*** after 5pm and reviewed the optional services and pricing for those servicesShe decided to remove several of her optional services to decrease the monthly cost of the service 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

Thank you for referring the
complaint of Nancy
*** to our office for reviewWe appreciate MsFleming
bringing this matter to our attention.The Complaint states that:Ms
*** states that she was without Internet service for five days.Frontier has investigated the
above statements
and offers the following response:Frontier spoke with Ms*** on September 21, and apologized for the inconvenience.Frontier applied a credit of $due to service issues.We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that MsFleming
has experienced as a result of the above matter

Frontier as a courtesy has issued a one month credit for Ms***’s account. Frontier advises that internet speeds are not guaranteed

Frontier has investigated the above statements and offers the following response: Frontier advises that Frontier does anticipate in will upgrade the area over the next two years.Since many factors can impact an upgrade and its timing, Frontier does not have a specific date of an initiation
for an upgrade or its completionFrontier does offer a satellite option to its customersMr*** can contact customer service at ###-###-#### for details and pricing 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