Frontier Communications Corp.

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

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 *** *** 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

Good MorningFrontier has reviewed the account and has agreed to apply a full credit Credit has been applied and the account now has a zero balance. The most recent credit applied was $and was issued on November 2, 2016. The final bill will generate on December 1, and
this statement will reflect the zero balance. Frontier was not provided with a contact number for Mr*** to advise

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

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 has been waiting for a refund of $ever since he cancelled his
home phone service with Frontier on October 25, 2017. Mr*** advises that the timeframe for receiving his refund is not acceptable and would like to receive the refund as soon as possibleFrontier has investigated the above statements and offers the following response: Frontier advises that Mr*** cancelled his service in the middle of the October billing cycle. Refunds get processed during the third billing cycle following the cancellation of services, and that cycle would be January 2018. Frontier spoke with Mr*** on January 26, 2018. He is aware that the refund was submitted for processing on January 19, 2018, and it will be delivered to him to business days from that date. He was advised that the estimated date of arrival for his refund should be in between February 2, and February 9, 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’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

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

The Complaint states that: Ms*** advises that she has had several ordering and Customer Service issues with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s service was disconnected at the
customer’s request on July 12, 2017.Frontier advises that a credit in the amount of $was issued on Ms***’s accountFrontier advises that we received correspondence via email from Ms*** advising that she cancelled her service based on her poor experience and does not require any further assistance

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Verizon stated that Mr*** was told he would be charged $a month with two year term commitment.Frontier sent their first
bill for over $238.Frontier stated that Mr*** increase his Internet speed and price.Mr*** states that he did not authorize any changes to his service.Mr*** states that he should not be charged any early term fee if he cancelsFrontier has investigated the above statements and offers the following response: Frontier will not charge an early term fee and has placed an order to remove the increased Internet service speed at his request.Frontier will issue a monthly credit of $78.27.Frontier attempted on April 30, May 4, and May 5, to contact Mr***.Frontier sent out a letter requesting Mr*** to give us a call.Frontier provided Mr*** our direct line and extnumber for further questions or concernsWe 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 Communications Thank you for referring the complaint of *** *** to our office for review We appreciate his bringing
this matter to our attention The Complaint states that: Mr*** has been attempting to secure internet services for weeks He provided billing information and an account was setup, but it keeps getting delayedMr*** was sent a router, told it would be a self-install, and then advised a tech would need to be sent out. No tech arrivedThe appointment was rescheduled timesMr*** requests Frontier finish the jobFrontier has investigated the above statements and offers the following response: Mr*** initially contacted Frontier on November 6, and requested to install Frontier Simply Broadband Ultimate internet service. It was determined after the order was placed that the facilities were not available in his area to support the Broadband UltimateMr*** was contacted to advise the requested serice was not available, and the order was changed to reflect Broadband MaxThis required the installation be rescheduled to November 18, Frontier was unable to install on the newly scheduled date due to an excess of repair issues in the areaThe installation was rescheduled to Monday, November 21, On November 18, MrsAnd Mr*** called Frontier and requested to terminate the account and cancel the installation 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 Specialist: Brian M*** Department: Customer Relations

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 she lives in a four apartment building and her Internet stopped working. Ms*** called
Frontier and a technician was sent out and determined that the building needed rewiring and because she called Frontier she was charged for rewiring the whole building without charging the other apartments. Ms*** advises that she refused to pay and her Internet was disconnected leaving the other apartments workingFrontier has investigated the above statements and offers the following response: Frontier Investigated and advises that Ms*** was charged for one hour of jack replacement work and an additional minutes of labor for a total of $for her apartment only.Frontier advises that Ms***’s account was disconnected by collections on October 25, for non-payment for a past due balance owed.Frontier attempted to reach Ms*** by telephone to advise of the above but was unsuccessful. An email was sent out to her with no response back. 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

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 been experiencing intermittent speed and connectivity issues with his Internet
service from FrontierMr*** explains that although he subscribes to Frontier’s up to 6Mbps service, he is only getting MbpsHe also states that he has canceled the Internet service with Frontier due to the slow speeds and has been advised that he will be charged an early termination fee that he does not agree with Frontier has investigated the above statements and offers the following response: Frontier advises that Internet speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over timeFrontier has investigated Mr***’s account and determined that Mr*** resides in an area with a surplus of Internet users that could be affecting Internet service speedsFrontier continues to work toward a solution that will improve Mr***’s Internet serviceIt is our expectation that Frontier will upgrade its network in Mr***’s area later this yearGiven that many factors could impact the timing of an upgrade; we cannot guarantee any specific date for project competitionFrontier will not be charging Mr*** an early termination fee for removing the InternetFrontier spoke to Mr*** on January 19, and he 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 Mr*** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Ms*** subscribes to Stand Alone Broadband Max service. Contact was made with Frontier on March 11th in regards to not being able to access Frontier’s Online website. The representative attempted to
reset the password but received an error message. A new account was established and an email was sent to Ms*** to confirm the new account. Contact was made with Frontier’s Internet Help Desk on March 12th in regards to not being able to connect to the internet. The technician performed troubleshooting and placed trouble ticket #*** with a due date of March 15th. March 15th the technician put the correct username and password in the customer’s modem; the internet light went green; and the internet tested good on the customer’s laptop. A credit of $was applied to the account for internet service dated March 12th through March 15thMarch 15, 4:07pm contact was made with Ms*** who confirmed that the internet service was working. A review of her Frontier Online access information determined that the email address on file was incorrect. A trouble ticket was placed to update the information and advised Ms*** that I would follow up with her tomorrowMarch 16, 9:35am contact was made with Ms*** to advise that the email address has been updated. I provided her with the information and she was able to log into Frontier’s Online website. An additional goodwill credit was applied to Ms***’s account as she incurred data usage charge on her cell phone due to not being able to access the internet service. She was satisfied

Thank you for referring the rebuttal *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The rebuttal states that: Ms*** also advises that she signed up for Frontiers Internet for speeds as fast as 24Mbps but has never received these speedsMs*** states she has never gotten over Mbps.Ms*** states that technician was sent to her location without contacting her by phone or emailMs*** is requesting that all charges be removed from her account and the account be closedFrontier has investigated the above statements and offers the following response: Frontier advises that there was an error on the order to upgrade the internet to the Simply Broadband Ultimate serviceFrontier advises that the statements from November to February statements were adjusted to the lower speed rateFrontier advises that the total adjustments that are due to Ms*** is $Frontier advises that an adjustment of was applied to the February statement for missing promotional discounts. Frontier issued an additional adjustment in the amount of $on February 22, that will be reflected on the next statement issued on March 13, Frontier advise that several attempts were made to contact Ms*** via phone; however, were not able to get through on the number providedFrontier mailed a letter with direct contact information and received no return callsFrontier issued a repair ticket to have a technician check and repair the internet speeds according to the plan that she hadFrontier advises that Ms*** refused the repair advising the technician that she was no longer a Frontier customerFrontier advise that the account is closed and there are no further adjustments to be issued to Ms***’s 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.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory but big company's always get there way you do not bill months after canceled services pour billing practiceShows frontier is not a good company to do any business with very unprofessional and only out for money.
Regards,
*** ***

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 that Frontier had promised to resolve his issue ASAP on March 28, 2017, however he received a collection letter on April 3, Frontier has investigated the above statements and offers the following response: Frontier states that they spoke with Mr*** on March 28, to advise him that credits had been issued to zero out the account and a deletion letter had been sent to the credit bureaus Frontier states that if he received a letter from a collection agency it must have mailed before March 28, 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 belowit is 10/8/and I was away for the week. After coming back and talking to my wife the internet is better, but not great. The signal seams to be not as up and down, more consistent! We are not getting the down. It still varies from to 148. The tvs drop on average 1x per night according to my wife. The internet on sunday has been off for over an hour now. 10/8/and I am using my cell phone internet to file this response. I have called the Tech cell phone with no response yet and left a message with the corporate contacti am reluctant to call the number since I do not want to go through an hour of the same trouble shooting I have done multiple times now to get them to send out a tech..
Regards,
*** ***