Frontier Communications Corp.

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: Ms*** states that she called Frontier to cancel her service on September 30, 2016, she received a confirmation
number, and then received an email on October 4, notifying that her billing statement was ready for reviewFrontier charged her account for services not rendered Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on November 18, and advised that due to the disconnect of service did not process on September 30, due to the next available date was October 3, and her bill cycle date October 1, Frontier advised an escalated refund request has been submitted to have funds deposited back into the account they were drafted from 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 12251516, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Frontier advises that they dispatched a technician to Mr***’s on July 4, Not true No tech visited Besides, the outages are due to outside plant faults--not the equipment in my home Frontier states that they Spoke with *** on August 1,to verify he was not having any issues Not true I said that Frontier's poor service takes excessive amounts of time from me. Frontier states that Mr*** satisfied with resolution Not true I want a discount and to be released from Early Termination Fee in case I terminate Frontier.
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
I am asking for the service to be restored like it was before they repaired the line from town to the bridge they repaired, I was told they used a lower grade line in order to repair itI have had internet out here since I moved here in 1995, and this is the first time it has ever been this slow even with dialupBefore this repair I was able to watch Netflix with my internet connection I do not even get the speeds I am suppose to get for what I am paying forAt times I cannot even get to the Frontier site. Frontier has let this company go down hill since they bought it from VerizonI never even had anyone to come look at this connection this last work request they put in, he marked it complete without even coming out, just like they did with our phone line. If I have not had the speeds that I have paid for then they owe me money back for all the years I have paid I am attaching copies of my speed test that I have taken on various days and times
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier has issued a trouble ticket for Mrs***'s DSL trouble.Frontier has resolved the DSL trouble.Frontier has issued Mrs*** a $missed committment to make up for Mrs***'s inconvenience.We regret any
inconvenience that Mrs*** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was quoted pricing prior to taxes, surcharges and equipment feesThe price quote provided was a base pricing (Voice 250, Broadband Max, and TV Basic)Frontier finds that Mr
*** was proved service above the base pricing package.Mr*** did receive the follow billing for the first days of service and increased by $for the high-definition:Voice : $25.00Broadband Ultra : $29.99Computer Security : $-$( promotional discount) = $TV Prime : $- $( promotional discount months)= $30.00High Definition : $-$( promotional discount months) = $0Total prior to equipment, taxes and surcharges: $89.98Mr***’s first statement was higher than all other bills because it had charges from September 15, through November 22, Mr*** was charged a one-time fee for his modem ($9.99) and battery ba($39.99).Frontier issued a credit of $for a battery backup that appeared on the first statement.In addition, Mr*** received a credit of $on January 9, for his pricing disputeFrontier advises that Mr*** has an order to cancel service with Frontier effective March 20, 2017.As a courtesy and in an effort to resolve this complaint, Frontier has applied an additional credit of $for the remainder of duration of services with FrontierThis covers the difference between $and the $prior to taxes, surcharges, and equipmentThe total credit received is $This calculates to $x months and days 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

Frontier Communications Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate
him bringing this matter to our attentionThe Complaint states that: Mr*** stated he had no Internet serviceMr*** stated he requested to disconnect his service and then was billed early termination feeFrontier has investigated the above statements and offers the following response: Frontier investigation found that we spoke to Mr*** on April 27, and advised Mr*** of the outage that Frontier had experienced that date.Frontier has reviewed Mr***’s statement and has issued credit to Mr***’s to cover the early termination fee, due to cancellation Mr*** requested as of May 9, Frontier has left a message on voicemail that credit has been appliedFrontier has also left our direct contact information for future concernsWe 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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that:Mr*** states he has been without TV, Internet and phone service since April 27, 2016.Frontier has investigated the
above statements and offers the following response:Frontier apologizes for any inconvenience this may have caused.Frontier had placed a trouble ticket for Mr*** on April 27, 2016.A Frontier Technician was sent to Mr***’s address on May 5, and resolved his Internet and Television issuesTechnician was unable to get his phone working due to a provisioning error at that time.Frontier resolved his phone issue on May 6, 2016.Frontier has applied a $credit to his account for nine days of service interruption.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

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 Frontier was unable to install internet and home phone services service at his
home after having been told by a Frontier technician that the services were not available at his addressMr*** advises that he paid Frontier a $deposit at the time he ordered services and wants to be refunded for that deposit. He also advises that he received a bill from Frontier totaling $and that he needs to have his balance adjusted to $ Frontier has investigated the above statements and offers the following response: Frontier advises that the Mr*** has been credited $for the modem and the $installation fee, bringing his balance to $0, since he was never able to get services installed.Frontier advises that the refund for the deposit is being processed on January 11, 2017, and should be refunded to his card within hours after the deposit refund has been processed. Frontier advises that a voice mail message was left for Mr*** on January 10, 2017, informing him that the credits have been issued to his account. Frontier then left a second voice mail message on January 11, 2017, advising him that the deposit refund is being processed that same day. He now owes Frontier no money and issue has been completely resolved 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

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 advises that Ms*** recieved an over credit for vacation in the amount of $plus applicable taxes because the customer was not on vacation from April 8, 2016-April 22, 2016.Ms***
received the over credit on the March 23, statement for services from March 23, through April 22, 2016.Although, Ms*** was not due the creditA refund was sent to Ms*** in the amount of $on September 24, 2016.Ms*** should anticipate to receive the refund in 14-business days 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

Frontier has spoken to Ms*** and apologized for the confusion before the conversion to Frontier. Frontier has agreed to remove service back to the requested date and then to remove any termination fee from Verizon

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 just hope that they have educated their employees about these type of problems
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: Frontier has falsely been reporting to all three credit bureaus each year since that Ms*** owes
$which was paid in Frontier has investigated the above statements and offers the following response: Frontier found that when the account was written off on July 19, there was a balance of $The customer paid $on November 29, 2011, and there were adjustments made on the account in the amount of $by FrontierIt left a credit balance of $on the account. Since the payment was made after the account was written off we do not delete it from credit reports. It should be reporting as a paid charge off. The credit report has been updatedFrontier tried contacting Ms*** several times and was only able to leave her messages to call about this matter 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 I appreciated the credit issued and hope this telecommunication company becomes easier to work with and they handle their training issues as well as their customer service issues in a timely manner and once and for all
Regards,
*** ***-***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Rebuttal states that: Mr*** was charged for services she did not request Frontier has investigated the above statements and offers the following response: All services disputed were removed and credit was given on the billing date of January 22, 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,
*** ***

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
Regards,
*** *** I have spoken with the rep for Frontier and have made several attempts to remove the voicemail service After 3-times having it removed it has re-appeared I am trying to give it a few days to see if it stays off After that time I would like to dismiss this claim I do appreciate all the help Kimberley has given to me and taken care of my bill issue as well

Frontier’s Local Manager has advised that his technicians restored the dial tone on 1/26/17. The technician found that a channel card in the SLC Series was the cause for the no dial tone.Frontier has issued an adjustment in the amount of $for the time out of service.This adjustment
will appear on the next billing statement

Frontier had found that the initial order that established services were to have been for two phone lines with unlimited calling and internet for a monthly price of $232.99+taxes per month.Frontier found that the initial order written by the sales agent was not placed correctly. This resulted
in the customer getting billed a monthly price for two lines and internet for a monthly fee of $246.99+tax monthly and failed to include unlimited calling.Frontier had placed an order that corrected their package on October 9th 2017. Also, Frontier had credited the $monthly price gap for months. This created a total adjustment of $210. Frontier had also credited usage the customer was billed from the initial activation to October 9th. This was a credit of $in adjustments for usage. The total credit applied to the account $that posted onto the account on November 27th once state and regulatory fees were applied to the $in adjustment

Frontier has investigated the above statements and offers the following response:• Frontier’s review determined that Frontier spoke with Ms*** in May of 2017.• Frontier advises that during the above, Ms*** needed time to contact her doctors to update contact informationFrontier, as a
courtesy, placed an override on the account from May to May 10, 2017, to allow for Ms*** to complete the above. • Frontier did not receive a call to process the disconnection after above. • Frontier placed follow up calls on May 17, and May 18, 2017, a voicemail was left regarding the reason for the call along with contact information.• Frontier was unable to disconnect the account without verbal confirmation that Ms*** still wanted the account to be disconnected.• Frontier received no response in regards to the above.• Frontier advises that the balance was accrued over time due partial payments being made since April of 2016.• Frontier advises that in relation to prior billing concerns, an adjustment of $and $was issued for discounts previously received that were no longer eligible to be applied to the account.• Frontier advises that the above adjustment reflected on the October and November statements• Frontier advises that an offer for lower billing was provided on September of and November of Frontier advises that the lower billing option was also mentioned in May of 2017, Frontier advises that Ms*** did not agree to the lower pricing as such the lower billing offered was not applied to the account.• Frontier’s review determined that an adjustment of $was to be issued in May of 2017, this has been applied to the account as of September 14, 2017.• Frontier advises that the remaining balance will be sustained and may be subject to collections processes and credit reporting. We regret any inconvenience that *** *** may have experienced as a result of the above matter