Frontier Communications Corp.

Please see attached email to Frontier Communications.They are claiming that we were under a contract that allowed a $per month discount on our internetBecause we terminated the contract early, there is a early termination feeI have asked for a copy of the contractOf the half dozen times I contacted Frontier about this invoice, they never once mentioned a early termination feeWe were a customer of Verizon, now Frontier, for over years!! To my knowledge, no contract existed

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** *** advises she contacted Frontier on September 25, and received confirmation, her installation would be 10/7/
There were problems with the order, and then the weather issuesMs*** also advises, after the delays, a supervisor told her she would get a quick installation of October 26, 2016, but never called backMs*** advises her installation date is November 1, and she would like a better dateFrontier has investigated the above statements and offers the following response: Frontier advises there are no available dates before November 1, at this timeMs*** has been advised if available time opens, she will be contacted.Frontier advises, Ms*** will be issued a missed commitment credit on her 1st bill for the service installation delayWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

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

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 his number was canceled and he is having issues getting his new service started with
Frontier.Frontier has reviewed the above statements and offers the following response: Frontier spoke with Mr*** on March 13, and was advised by Mr*** that everything was working.Frontier advised Mr*** that we have reviewed the closed account and his final balance is currently $30.97.Mr*** presented no further questions or concerns and has direct contact information for the 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

Frontier Communications Thank you for referring the complaint of Ms*** to our office for reviewWe
appreciate her bringing this matter to our attention The Complaint states that: Ms*** stated that her services were suspended for non-payment on 10/19/Ms*** states that she made the required payment on 10/21/16.Ms*** stated that her services were still not working on 10/26/16.Ms*** has confirmed with a Frontier agent that her services are functioning now and have been since 10/28/ Frontier has investigated the above statements and offers the following response: Frontier records show that the order to reconnect the services was placed on 10/21/16. Frontier records show that the order to reconnect the services was completed on 10/25/ 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 Sincerely, Belinda D*** Customer Relations Frontier Communications

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her for bringing this matter to our attention The Complaint states that: Mrs*** states when Frontier took over Verizon she has been trying to get an item called Epix removed from her account
that she never orderedOn September 24, she was advised she would receive a credit and could deduct the credit from her total amount due, When she received her October statement there were no credits for this item and she was billed other unexplained charges Frontier has investigated the above statements and offers the following response: Frontier spoke to Mrs*** and advised that the credit for the items removed have now been applied to her account, and the grandfathered data service that was changed is being added back to her accountFrontier has a follow up set to complete the process of adding back the grandfathered code for data service and will review her November statement for accuracy 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 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

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. Thank you for your help!
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 *** J *** to our office for reviewWe appreciate him bringing this matter to our attention. The Complaint states that: *** J *** called Frontier November 11, asking for promotion because his bill had gone up and states
representative was unwilling to assist so he requested to cancel his services*** J *** expressed to Frontier that he could not lose his phone number so he requested the disconnection to be set out long enough to have his number taken over by another companyThe representative could not give a date for cancellation so Mr*** stated he would call back in at a later time*** J *** called Frontier again to verify account did not have a disconnect setup and to verify that no promotion was availableBoth were confirmed*** J *** called back on November 23, to state he had not received boxes to ship back his equipmentHe was told the order was still processing since November 11, Frontier has investigated the above statements and offers the following response: Frontier spoke to *** J *** on December 15, and Mr*** informed them that he was able to get all his billing concerns fixed by another representative in the call center and needed no further assistance*** J *** states video services were disconnected and backdated to November 11, and he is satisfied We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

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

Thank you for referring the case of *** *** to our office for review. We appreciate you bringing this matter to our attentionWe have investigated the customer’s billing statements from January 25, through November 1, and are unable to locate any Verizon Wireless
charges on his past Verizon Communication statements or his Frontier Communications statementsOur records show that the customer’s account was disconnected on July 21, with a balance of $balance as of November 1, We will investigate further with copies of the billing statements that reflect the Verizon Wireless chargesWe apologize for any inconvenience this may have caused the customerWe trust this information will assist you in closing this complaintFrontier Communications

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: Mr*** states that his parents tried to take over his account in October of 2017.
Frontier’s customer service hooked up a second line/service in error instead of doing a name change on the existing accountFrontier has investigated the above statements and offers the following response: Frontier found Mr*** is due credit in the amount of $174.95, this was a billing error on Frontiers part. Frontier is expediting the refund it will take between 7-business days for Mr*** to receive the check.Frontier spoke to Mr*** on April 26, and he is satisfiedWe 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 has waived the installation charges associated with the service request.In addition, Frontier has provided a $courtesy credit for the missed appointment. 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 *** *** bringing this matter to our attention The Complaint states that: *** *** states he is having inconsistent internet issues, and has been advised he is going to incur an Early
Termination Fee upon disconnection of service*** *** states he was advised when establishing service, he was advised he was not entering an agreement Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time. Frontier advises that after reviewing our records *** *** will not incur an Early Termination fee upon disconnection of service.Frontier advises that it has spoken to *** *** on September 14, and advised him of no early Termination Fee and try to assist with technical issuesWe 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 advises Mr*** disconnected his services effective September 1, 2017.Frontier also advises a $Service Order Charge will be billed and will appear on his final billThis is a charge for the processing of the disconnect order.Frontier states a credit in the amount of $was
added to Mr***’s account to offset this Service Order Charge.Frontier has contacted Mr*** on September 6, to advise of the above We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** F* Name 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
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 satisfactory to meI was pleasantly surprised by Frontier's timely and accommodating responseI appreciated greatly their effort to make amends
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*** was billed for service she does not haveFrontier has investigated the above statements and offers the following response: Frontier placed an order for Ms*** on March 27, 2018.Frontier billed Ms*** for this service effective March 30, 2018.An order has been placed to terminate the service billing and will complete on April 12, 2018.Ms***’s bill balance will be zeroed out within daysWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** 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 meIf the negative information is not removed from my credit report as promised, I will be submitting another complaint
Regards,
*** ***