Frontier Communications Corp.

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate them bringing this matter to our attentionThe Complaint states that:*** *** *** advises that their internet speed would increase with no additonal costFrontier has
investigated the above statements and offers the following response:Account records show the credit for the $was applied to the account on April 18, This should reflect on bill date June 19, 2017.On June 9, a $save credit was established to the account for monthsThis will reflect in one to two bill cyclesA Frontier representative spoke with *** of *** *** who indicated satisfaction wtih the resolutionWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** *** may may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: 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.said business made absolutely no attempt to contact me...no messages left on voicemail, etc
Regards,
*** ***

According to the complaint: Mr*** is seeking to be released from their Frontier service package term without penalty. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had found two repair tickets in the past twelve
months.The repair tickets found no errors to be found in the Frontier networkingThis would indicate that it is an issue with their internal equipment’s networking.Due to no errors being found in the Frontier network, any termination charges would be sustainable if the customer chose to cancel before completion of term on June 8,

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate
her bringing this matter to our attention The Complaint states that: Mrs*** moved in December 2015. Shortly before, she requested that her service on *** Street in Clearwater be disconnectedThe *** received a bill at the new address with 4-months charges past their requested disconnect dateWhen Mr*** contacted Frontier, he was told that the charges would be adjustedThey received the bill a month later and they were told it would be adjusted. Mr*** asked for proof in writing but never received anythingThe following month they received another bill with another month’s charges. Mrs*** contacted Frontier and was told that the service would be cancelled and an investigation started to find out why the service was not disconnected back in DecemberMrs*** received a phone call back from Frontier that the charges would not be credited because there was no request to disconnect the service Frontier has investigated the above statements and offers the following response: Mrs*** sent Frontier a copy of her electric bill dated December of showing the new address of *** ***. A review of the account showed the last payment made on the account was 12-21-2015. No usage charges existed past December Frontier apologized to Mrs*** for the delay in caring for this matter and advised that with 2-billing cycles, a statement would be sent showing the adjustments done and the zero balance We trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** *** has experienced as a result of the above matter Frontier Specialist: Sandra M. Department: Customer 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. How can almost $be for days of service?? I called in and was even told that wasn't correct! That I should be credited for $145. Dies anyone know what they're doing in billing??You're telling me days of service is $300????
Regards,
*** ***

Per email response from Ms*** she contacted Frontier's Corporate OfficeMs*** is now able to access her account online and was able to pay her bill.Frontier apologizes for any inconvenience this may have caused

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 did speak with the representative who stated that fribtier will credit my account $per month for one year and then allow me to downgrade service with no questions after the one year, to a service more affordable for me.
Regards,
*** ***

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

Frontier has investigated the above statements and offers the following response: Frontier advises Mr*** applied and had new service activated on November 17, Frontier advises on December 4, Mr*** called to report services never came on and wanted to cancel the order
Frontier advises due to consultant error the service was not cancelled.Frontier has credited the account in full and sent has notified the outside collections agencyFrontier attempted to reach Mr*** to advise of the above however was unsuccessfulFrontier did provide Mr*** with direct contact informationWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have experienced as a result of the above matter

Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** is stating she was billed by her vendor because Frontier advised it was their systemMs***
is requesting credit for the charged billed by her vendorFrontier has investigated the above
statements and offers the following response:Frontier advise that customer was advised to have her to contact her vendor for issues.We also requested to have her vendor onsite when the technician was at the locationAfter reviewing Ms***’s account we found that the issue was with an order placed by Frontier which caused the phone errorWe have apologized to the customer the inconvenience and have issued a $credit for the next months.We have spoken to Ms*** and she has accepted the offerWe 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: Tocoma
K. Department:
General Manager

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 am in contact with someone from Frontier via email She took care of the Frontier charges, since I never utilized your services However I would like a breakdown of the verizon charges as I do not believe more than month was due at the time of disconnection I'd like to know what they are charging me almost $for She is looking into providing that to me Until that is done, this is still not closed Please do not call me, I prefer email communication
Regards,
David ***

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,
*** ***

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

Frontier advises that on April 6, a request was received to port out telephone number ***. Order #*** was placed with a due date of April 11th. A refund of $was processed on Ms***’s account on June 11, Frontier advises that on May 18,
order # *** was placed to establish service with telephone number ###-###-#### in the name of *** *** effective May 23rd. Ms*** subscribed to the Digital Phone Unlimited package and Broadband Max service Frontier advises that on June 6, order #was placed to port in *** with a due date of June 15th; however the order was sent back to the representative to advise that there is already working service at the location and inquire if this would be placing the existing line or if it would be a second line. Contact was made with Ms*** to confirm that this would be a second line with ###-###-####. The initial request to port in the number was rejected by Ms***’s current service provider on June 13th advising that she has an additional number that needs to be disconnected. A second request to port the number was rejected on June 13th advising that they could not disconnect the additional number and that the customer would need to contact them. A third request to port the number was sent on June 13th and received Firm Order Confirmation for June 22nd. The port in order is scheduled for June 22nd It is unclear if Ms*** is disputing her Frontier bill or her *** bill. If Ms*** is disputing her *** bill, then the complaint would need to be redirected to Suddenlink A Frontier representative has called and left message with contact information for Ms***; however as of June 21st she has not returned the calls

Financial Investigator, Thank you for referring the complaint of to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mrs*** states that Frontier continues to over bill for services Frontier has reviewed
the above statements and offers the following response: Frontier spoke with Mrs*** to advise that applicable credits had already been issued.Frontier advised that there were changes to her account that removed the promotion of the free DVR service.Frontier states they informed Mrs*** that since it was stated on her monthly statement they would honor until June 2019.Frontier advises that Mrs*** is satisfied with this resolution.Mrs*** 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 *** *** has experienced as a result of the above matter

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

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,
*** ***
I am still in Tennessee and moving my daughter from one home to another I have missed the calls from Frontier but intend to call him back this morning I believe the resolution is suitable but am not at home to look at my recent bills Frontier was supposed to send boxes with return postage to send back the boxes in my home but my son has informed me that this has never been done I will not be responsible for paying the monthly fee for these since I now have no television service Hard to respond when I am not home to know what's going on, but hopefully the issue has been resolved

Per Frontier records, Mr*** currently bills $68.99/Custom Sports TV + $99.99/FIOS 100/Data + $19.99/HBO + $15/DVR +$ 10/FIOS= $- $149.97/Discounts = $+ taxes monthly. Mr*** would like to change the Custom Sports to Custom Essentials. A Frontier agent created order
#to change Mr***’s television programming to Custom Essentials. The channels will be activated within 48-hours. Mr***’s monthly rate will remain the samePer Mr***’s request, an email was sent to him confirming his monthly rate. Mr*** is satisfied with the resolution. Case closed

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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advised that her Final bill needs to be corrected. I called Frontier and disconnected service November
I received a bill in December showing active serviceI called and they had no record of my call to disconnectThe agent assured me we would be disconnected and the bill would be coming for final payment for service to NovemberFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on May 15, 2017. Frontier closed account and back dated to November 10, and the charges on the final bill were corrected. Frontier explained that charges and the final bill to Ms*** and she agreed and is satisfied with the resolution. Frontier advised Ms*** of payment amount sent to Frontier on April 1, 2017. Ms*** will make arrangements to pay remaining balance owedWe 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