Frontier Communications Corp.

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 he was billed for a full month of service even though he wanted to end his
service earlier Frontier has investigated the above statement and offers the following response: Frontier advises that Mr*** has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycle. Mr*** can always stop the disconnection if he changes his mind. Frontier spoke with Mr*** on January 25, and advised him of the above statement. 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

Revdex.comHelloThey supposedly called the phone that I have said does not workDid they come fix the phone and put in another jack like I said needed to be done? NoDid they call a working number? NoAnd finally did I receive a refund of the $like I asked? NoSo I reject their answerthanks
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
Regards,
*** ***

Tell us why hereThank 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 she has experienced a delay in getting her new Frontier service
connected. Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s complaint and advises that she had rescheduled the installation of her Frontier service for July 6, 2016.Frontier records confirm that Ms***’s Frontier tv and Internet service was connected on July 6, 2016.Frontier has made many attempts to contact Ms*** to further assist her with her complaint with no responseA letter has been sent to Ms*** with a direct number to provide further assistance. 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 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

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

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 that he has experienced issues with his Internet service from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that a repair was completed on January 11, by moving Mr*** to new office equipment.Frontier spoke with Mr*** on January 18, to review this information with himMr*** advises that his service is workingMr*** has been provided with direct contact information if he needs further assistanceWe 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 *** R *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she contacted Frontier months ago about her Internet service not working.Ms***
states that technical support was unable to fix the issue and Frontier suggested to send a technician out to her homeMs*** states that she did not schedule the technician at the time and put it offMs*** states that she went almost two months without service and called Frontier recently hoping Frontier could send a technician outMs*** states that she is looking for a credit for the months of usage she did not useMs*** states that she spoke with Frontier and was advised to have a new account with Frontier and that Frontier would remove the charges on the old account.Ms*** later found out that her new account was not processed and needed to show proof of ID.Ms*** states she was advised that the new quote she was provided for the new account was for new customers onlyMs*** states that Frontier had her waste two days and told her that Frontier would forgive her past balance for the unused Internet but her balance was not removed Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** has Internet usage during May, June, July and AugustFrontier advises that Ms*** does not have a record of any repair tickets on her Frontier accountFrontier advises that Ms*** did contact technical support on July 6, but a repair ticket was not establishedFrontier advises that after the investigation on Ms***’s Frontier account there will not be any credit provided for the Internet service.Frontier advises that Ms***’s Frontier account was temporarily disconnected on August 28, and the account was cancelled for nonpayment on September 14, 2017.Frontier advises that Ms*** contacted Frontier on October 23, and did agree to established a new service order for new Internet serviceFrontier advises that Ms***’s new service order was cancelled due to the previous balance owed on account ###-###-#### for $Frontier advises that in order for Ms*** to establish new service she would need to pay any remaining balances owed on previous Frontier accountsFrontier apologizes for any misinformation that Ms*** was advisedFrontier has made several attempts to contact Ms*** regarding this issue and was unsuccessful in speaking with herFrontier has mailed Ms*** a letter with direct contact information if she needs any additional assistance 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 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

Mr***'s billing concerns have been resolved. Frontier technical support agents have tried to reach out to Mr*** and were unsuccessful. We will continue to work with and assist Mr*** until issues with service have been resolved. I also tried to reach out to Mr*** and have been unsuccessful. I left my can be reached number(*** *** ***) and extension(***) on Mr***'s voicemail for future assistance. Case Closed

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 promotions expired and has billing discrepancyFrontier has investigated the above statements and
offers the following response: Frontier spoke to Mr*** on November 09, and reviewed Frontiers Everyday Low Price for existing customersMr*** advised he would like to disconnect land line phone and TV plan and have just Fios Internet 150/and existing routerOrder *** completed successfullyFrontier advised Mr*** that a follow has been created to ensure bill accuracy 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved becaAll that Verizon did was put on a representitve to restate that they could only make the refund payable to a dead personthis representitive had no knowlege of legal recourse was just reading from a scriptIf Verizon wanted to come up with a solution they wouldWould rather keep a consumers money than solve the problemThey are right about one thingI do have a very negative view of the company, and will continue to try and pass on my experience to all outletsDo not want to hear from another talking headIt is insulting.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier is currently working with Ms*** ***, daughter of Mr*** in resolving the DISH/Frontier billing issues on this account. Frontier has confirmed with DISH that a refund in the amount
of $was processed on November 21, 2017. The customer should allow approximately three business days for said funds to post into her personal account. Frontier has requested the Collections department to postpone any disconnection activity while the account is under dispute. We trust this account will result in a resolution and the account billing will be up to date prior to December 20, deadline granted by CollectionsMs*** was provided with the name and contact information of the Frontier Representative in Executive Agency Escalations who is assisting with this complaint 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I had to contact Frontier four times to get a technician to correct the issueTheir response to me on this matter is typical of how they treat their customersThey do not care about keeping a customer because Frontier is the only option in my areaAnd they know this, so why attempt to satisfy a customer? A $credit for outage time, time on the phone with poorly trained and rude call center people and time to complain to someone is a joke.
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 me.
Regards,
*** ***
I have received assurances over the phone, but nothing in writing yet

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms***’s account and issued credits in the amount of $for the months of October and November while her account was in dispute. The current balance due is now $
due by November 29, 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: • Frontier has a reconnected Mr*** phone serviceMr*** Port Out order was successfully completed on July 8, 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

Tell us why hereThank you for referring the complaint of *** M *** to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that:Frontier service was installed on February 22, 2016, she has had service for two months now and has not received
the price quote she was promised. Ms*** was advised that she would receive Amazon Prime free for one year and an Amazon $gift card and a price quote of $for her monthly service from Frontier.Frontier has investigated the above statements and offers the following response:On April 19, Frontier reached out to Ms*** and she was instructed how to redeem her Amazon Prime free for one year and her $gift card value. That issue has been resolved and she is satisfied. Frontier requested the transcript from the original call when Ms*** claims the representative quoted her $as total price. Ms***’s first bill was $230.05. The bill was higher due to prorated charges and a TV activation fee of $49.00. Ms*** agreed to leaving the March bill as is with no credits being issued as the bill is already paid in full. Ms***’s April 1, bill was $130.76. Frontier has agreed to issue a manual credit to her for $for the April 1, bill. This will reflect a new balance of $105.99. Frontier has agreed to issue a manual credit each month for one year to make her bill $a month which would equal the price that she was quotedThis monthly price quote does not include any pay per view movies or any other changes to her serviceMs*** has my direct number for any future billing issues or 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 matter

Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician on November 18, Frontier was unable to gain access to the residence and left a message for the customer.Mr*** then contacted the technician leaving a voice mail that
was garbledThe technician called the customer back the same day (November 18, 2016) and went back to the locationThe technician was unable to gain access on the second attemptOn November 20, a technician went to the location and was unable to again access.Mr*** was issued a credit of $ 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: *** *** advises that she received a bill from Frontier for $and does not have serviceFrontier has investigated
the above statements and offers the following response: Records show Ms*** was billed for Frontier Freedom Plan $29.99, High Speed Internet 3/$and World Plan $for a total of $This excludes any late payment fee and applicable taxes and surchargesResearch determined during the Verizon to Frontier conversion the apartment number was listed incorrectly. Research failed to locate an trouble tickets reporting no serviceOn January 31, copies of Ms***’ Frontier statements were printed and sent via US Post office to *** *** *** *** *** *** ** ***A request was submitted to waive the late fees associated with the account, this should total $89.15. A Frontier representative spoke with Ms*** who indicated satisfaction with the resolutionWe 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 Frontier Specialist: Amy Buchanan Department: Consumer Relations

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 he would like Internet service, but has been advised that Frontier internet is not available in his
area Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on June 19, Frontier advises that Internet service from Frontier is not available at Mr*** location at this time 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