Frontier Communications Corp.

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*** advised Frontier he was told gift card offer was sent in 30days Frontier has
investigated the above statements and offers the following response: Frontier advised Mr*** the gift card promotion does take days to receive the gift cardFrontier explained an account needs to be active for days with good payment history to qualify, once qualified fulfillment takes up to 30days 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 find that this resolution is satisfactory to me.
Regards,
*** ***

.Mr*** advises of difficulty receiving the refund on his account in the amount of
• Frontier issues refunds for Disconnected Residential Accounts via a prepaid Visa card processed by ***
• Credit Balances on final accounts can take 2-billing cycles after disconnection for the
refund request to be sent to ***
• Unfortunately, a lot of the *** cards that the system generated in December are on a delay due to the manufacturer of the cardsThis delay has not ETA
• Frontier Communications requested that *** please issue a refund check in place of the prepaid Visa card
• *** agreed to send a refund check out in the amount of and it will be delivered within weeks
• *** contact information for this matter:
o Customer Service - email is preferred method for Cardholder Hours: 24/
We trust this information will assist you in closing this complaintWe apologize for any inconvenience that Mr& Mrs*** has experienced as a result of the above matter

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 accepted a settlement offer on his final account. However, he did not receive the confirmation email he was promisedFrontier has investigated the above statements and offers the following response: Frontier apologizes for Mr***’s inconvenience and advises Mr***’s account is zero balance. An email confirming that the account is considered paid in full was sent to Mr*** on January 19, 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 this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have no idea what the Frontier response is about. I asked to be relieved of a fee that I was not informed of for the past three years. I have not accepted an Amazon Gift Card from Frontier in regard to this complaint nor in regard to the monthly bill for service with Frontier. There have been numerous calls regarding the interference of the service and they have admitted that there was interference as well as at least or service calls. The complaint is not about the service, it is about the $fee they are charging me for discontinuing the service. I was never informed of this and feel the fee has been added as a result of my wanting to discontinue the service. They have not answered the complaint
Regards,
*** ***-***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention. The Complaint states that: *** *** states he is a winter resident in Florida and placed his service on suspension from April to January
but he is still being billed his full amount monthly*** states it should be no charge Frontier has investigated the above statements and offers the following response: Frontier spoke to *** *** on October 6, and informed him that his order to go on vacation service was placed incorrectly which resulted in him still getting charged monthlyFrontier placed an order October 6, to correct order written incorrectly.Frontier credited *** ***’s bill $for charges from April 11, to October 6, 2016. *** *** authorized closing out complaint 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

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*** states that she was billed for a full month of service even though she wanted to end her service earlier
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycleMs*** called to discontinue her Frontier service on November 22, Her billing cycle was November 19, and we had already billed her a full monthShe is responsible for the full month charged to herFrontier spoke to Ms*** on January 18, and she is aware of all of the above. 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

The Complaint states that: Customer would like Frontier Internet service but has been advised that Frontier Internet is not available at the location Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to the site on
August 8, and determined there are no facilities available to provide Internet service. Ms*** was left a voice mail on August 26, to advise facilities were now available at the location and the service order was scheduled for September 8, Frontier’s attempts to reach Ms*** have been unsuccessful

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 spoke with Nicole H*** (***) yesterday regarding my complaintShe admitted that since the account was not fully setup at the time of my call on 4/15/16, that there was no accurate way of documenting my issueShe also acknowledged that Frontier Communications did not have a signature from me signing off on, or approving the attempted installationShe also acknowledged that I had been given information by a number of representatives in my many calls with Frontier (including being told about various credits, wireline maintenance and being provided return shipping labels for equipment)Please see attached copy of phone records noting call times, and durationThe numbers have been highlighted and calls made to ###-###-#### were to customer service while ###-###-#### were made to the technician to discuss extremely late arrival, return, and to assist with the failed installation.Again, I called the same day that my services were not installed and was told that wire line maintenance would need to be done and that someone would contact me back to follow upI was patient in waiting because I had no services and was told that I would not be charged for anythingI was even told that my account was not set up on 4/15/on the 1037pm call and I find it very fortunate that the representative yesterday could not find any notes on the multiple calls that I made.During yesterday's conversation, the Frontier Representative even blamed me for waiting too longIs it my fault that I travel for work and have a newborn and am not always home to complain about services I did not receive? I was also advised to wait for my next bill to be received in the mail in order to follow up on on credits and the zeroing of my account balance on 5/15/17. The representative also refused any credits and stated that if I did not pay Frontier, that my account, which was already in their collections department, would proceed for further action.I find it very infuriating that I am being forced to pay for services that were not received in order to avoid negative credit reportingI've been strong-armed into paying because I do not want to hamper my family's ability to buy a home in the coming months
Regards,
*** ***

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*** ordered a set top box and the box was not compatible with her serviceFrontier sent a replacement for that and it too was not compatibleShe spoke with several representatives who were rude to her and hung up on herShe is requesting a refundFrontier has investigated the above statements and offers the following response: On 10/17/2016, Frontier adjusted $for set top box charges for months. $12x3=$+ tax. Frontier apologizes for the poor service experienceFrontier will address internally any coaching and/or disciplinary actions related to this complaintWe 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

Thank you for referring the case of *** *** to our
office for review. We appreciate you
bringing this matter to our attention.Frontier records show that the customer’s account for June
and July were missing bundle creditsAn order has already been placed to
add 24-month term
credits to her accountOn July 6, we issued (2)
credits: $for June billing
and $July billing. The customer’s
July billing total is $less $credit (+ 52.31) = $dueOn July 6, we called Ms*** and advised her of the
above information. We also provided her
our direct contact information in the event of future needsThe customer is
satisfiedWe apologize for any inconvenience this may have caused the
customer. We trust this information will
assist you in closing this case.Frontier Communications

Thank you for referring the complaint of Ms
*** *** to our office for reviewWe appreciate your bringing this matter to
our attentionAccording to the complaint: Ms*** states her monthly rate is higher than the agreed upon amount for the Fios Double BundleFrontier has investigated the
above statement
and offers the following response:After viewing the change order that was processed on November 4, it appears there was an upgrade the Double Bundle from the previous rate of $(month term) to $(no term)The upgrade includes Fios Data 150/and Fios Ultimate HD TVAn order was processed on January 11, to downgrade back to the original services, but without the termThe current monthly rate is $158.98; which does not include taxes, fees and charges for any products outside the bundle such as set-top box rentals, video-on-demand, premium channels, and security and gaming services.If Ms*** wants to commit to a month term for the current services, the monthly rate is $per month with an associated prorated early termination fee of $230.00; which does not include taxes, fees and charges for any products outside the bundle such as set-top box rentals, video-on-demand, premium channels, and security and gaming servicesWe trust this information will assist you in
closing this complaintFrontier apologizes for any inconvenience the customer
has experienced as a result of this matterThank you,Edna CExecutive Customer 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

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 review of the matter is this: I was forced to go one month without internet service from Frontier. They could not fix my internet remotely so they said they would send out a tech. The tech was supposed to come out about a week. The day before he/she was supposed to come out, Frontier called and said they would not be able to get anyone out here for about another 2-weeks. This is totally unacceptable for ANY COMPANY. It took about phone calls to Frontier to make them try and understand that my husband had just died. He is still getting correspondence from them months later!!! When I don't work, I don't get paid. At the worst possible time of my life (my husband's death), I was left with no internet and no money. I would suggest that Frontier write off this small amount. After all, they just got billions of dollars in tax cuts and can live without my or what ever it is. If they want to send it to a collection agency and be real creeps about it, they can go ahead. It will certainly not hurt my credit score. I am sick and tired with corporations getting away with this and plan on joining one of million class action suits against Frontier. Sorry but thanks but no thanks.
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,
*** ***

Thank you for referring the complaint of *** M *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she received an offer in May for Frontier and DISH Network service plus an Amazon gift card
for $400.00.Ms*** states that after the June 6, installation her Internet service did not workMs*** states that she was later informed that she cannot receive a higher speed than four to six mbpsMs*** states that she has six computers, four tablets, cell phones and WIFI televisions that are used in her homeMs*** states that she received her first statement which was $Ms*** states that she contacted Frontier and was advised that the issues with the bill involved her DISH Network pricing and she would need to speak with DISH NetworkMs*** states that she was informed that she could unbundle her DISH Network service from her Frontier billing statementMs*** states that she did unbundle the DISH Network service to eliminate the billing issues that were occurringMs*** states that she contacted Frontier and questioned how much it would be to cancel her Frontier serviceMs*** states she was advised she would be billed $and that she was only in contract due to the Amazon gift cardMs*** states that she contacted Frontier and was advised that she will only receive a $Amazon gift card because her DISH Network was unbundledMs*** is requesting to have the $Amazon gift cardFrontier has investigated the above statements and offers the following response: Frontier advises Ms***’s service was established on June 22, 2017.Frontier advises that on June 23, Ms*** contacted Frontier regarding her Internet speedsFrontier advises that since June 23, Internet issues have not been reported to FrontierFrontier advises that Internet service speeds are based upon many factors including network congestion, customer location, customer equipment, and WIFI network interferenceCustomer speeds may vary over timeFrontier has investigated Ms***s account and has determined that due to a surplus of WIFI traffic in the home or immediate area, WIFI network congestion could be affecting Internet service speedsFrontier advises that plugging devices directly into the router through a wired connection should address this issueFrontier advises that Ms***’s first billing statement was $which generated on July 4, Frontier advises that in order to qualify for the Amazon gift card the first initial bill after accepting the Amazon gift card offer must be paidFrontier advises that the first bill was not paid on the due date of July 28, 2017.Frontier advises that it requires days after the installation of qualifying services to receive the Amazon gift card code to their emailFrontier advises that on September 7, Ms*** contacted Frontier requesting to unbundle her DISH Network from her Frontier billing statementFrontier advises that due to Ms*** unbundling her DISH Network service prior to the 90-day time frame she no longer qualifies for the $Amazon gift cardFrontier’s promotional department has determined that Ms*** will qualify for a $Amazon gift card for having the Frontier telephone and Internet serviceFrontier’s promotional department states that Ms*** will receive the $Amazon gift card code email within five to seven business daysFrontier advises that Ms*** is still under a contract and her early termination fee will now be $for her Frontier products if she cancels prior to June 21, 2019.Frontier spoke with Ms*** on October 31, and explained the information above 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 complaint and offers the following response: Frontier issued a reversal on August 24, 2016, of the $298.51.Frontier confirmed with Mr*** that he had received his $refund

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,
*** ***

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 cancelled her Frontier internet service only one week after having it installed but
then received an invoice in the amount of $ Ms*** advises that she should only have to pay for one week of service and be credited the remainder of the bill Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** was billed for one month in advance and various one-time charges, which included an internet activation fee, service order charge, connection charge, processing fee, and a handling fee for the delivery of the routerFrontier advises that Ms***’s account has been credited for the days in which the service was not used and all of the nonrecurring charges, with the exception of the handling fee. Frontier also advises that the customer will only owe for one week of service plus the handling fee. Her remaining balance is $Frontier left a message for Ms*** on September 18, 2017, and advised her of the remaining balance on her account 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

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. They have credited me with the overages and lowered my monthly payment
Regards,
*** ***