Frontier Communications Corp.

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,
*** And *** ***

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,
*** ***

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

.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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** bringing this matter to our attention.The Complaint states that: Mr*** was charged for an early termination fee of $Frontier has investigated the above statements
and offers the following response: I have found the account number ####-###-#### and the account name is *** ***I have found that when the customer changed from phone service and internet to just internet services he was charged the early termination fee of $The account was on an auto renewal for the phone plan and it shouldn’t have beenI have credited the $on the accountI have made contact with Mr***, on March 17,and he is satisfied with the creditWe 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 him bringing this matter to our attention. The Complaint states that:Mr*** advises he had trouble with the DSL internet service, he called Frontier and states he was advised he was on a month to month basisMr*** was charged an early termination fee of $200.00. Frontier has investigated the above statements and offers the following response:Frontier spoke to Mr*** on October 23, and advised that he was still in contract until August 24, 2017, a bill message located on page of advises of the automatic renewal on August 24, 2017, it also states the auto renewal can be cancelled at least thirty days prior to renewal by calling Frontier CommunicationsMr*** did not cancel the auto renewal by calling Frontier thirty days prior to the August 24, renewal, the service with Frontier was cancelled by porting out on July 27, The contract for the August 24, 2016-August 23, term was not fulfilled, the $early term fee appliesFrontier has no record of reported trouble tickets with the internet service provided to Mr***, connection date June 10, through June 27, 2017. 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 *** 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 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 complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises that he is being overcharged for his FiOS Data Frontier has investigated the above
statements and offers the following response: Account research determined Mr*** was previously billed $FiOS 25/25, Wireless Router $4.99, $5.00cr promotional credit through July 29, and $promotional term credit through July 29, This brought the monthly rate to $35.37.Research shows the promotional discounts totaling $expired on July 29, 2016, causing his monthly fee to increase.Records show a courtesy credit totaling $was applied for the rate difference on November 14, 2016. This credit should reflect on bill date January 2, 1016.At this time Mr*** currently subscribes to the FiOS 25/data for $74.99, Wireless Router fee $and a promotional term discount of $20.00cr though August 29, bringing the montly rate to $60.37.At this time all warranted credits have been applied, Mr*** has been billing correctly since July 2, 2016. A Frontier representative attempted unsuccessfully to reach Mr***A contact letter was sent on December 30, 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 Specialist: Amy B*** Department: Consumer Relations

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

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that:Ms*** states that she experienced a delay getting her service connected at her new addressFrontier has investigated
the above statements and offers the following response:Frontier investigated Ms***’ accountFrontier advises that an order was placed to transfer Ms***’ services and was completed on October 24, 2016.Frontier issued an adjustment in the amount of $for the delay of her services being transferred to her new addressFrontier spoke with Ms*** on October 26, Ms*** confirmed that her services were functioning properly.Ms*** is satisfied 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 *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Frontier is charging me for services I do not have on my home phone numberI have called every month since
they took over for Verizon and it is never resolvedI request a reduction in my bill and they raised it $ Frontier has investigated the above statements and offers the following response: Frontier discovered three accounts that were bundle, ###-###-#### (February 2, 1991- August 29, 2016), ###-###-#### (February 2, 1991-account currently activate), and ***(February 2, 1991-October 10, 2016) When Ms*** removed her high speed internet and video services the account then unbundled, causing separate charges. Frontier issued a credit on ###-###-#### in the amount of $11.03, and a credit of $pm the 2***account 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

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,
*** ***

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 was billed after requesting to have Internet service disconnected as of October 3, Frontier
has investigated the above statements and offers the following response: Frontier investigated and our records indicate on September 21, 2017, Ms*** contacted our office to have her Internet service disconnected as of October 3, 2017; however, the service continued to be billed and was not disconnected.Frontier advises as of October 6, an order was placed and Ms***’s account was disconnected with an effective date of October 3, We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Frontier has reviewed Mr***’s account and found that he had two accounts ###-###-#### and *** which were being billed separately. Frontier advises on July 26, Mr*** called requesting to close his account as he sold his house and was moving out of the
area. An order was placed to disconnect account *** effective August 4th, the end of the bill cycle, and provided confirmation #*** advising boxes would be shipped to return the equipment. Frontier advises that Mr*** called on September 6, requesting to close account ###-###-#### which was completed on October 2nd, the end of the bill cycle The final account balance due on this account was $as reflected on the October 1st, November 1st and December 1st bill statements. There was no payment received therefore the account was turned over to an Outside Collection Agency Frontier has reviewed the July 26, call and found that Mr*** provided account number *** when calling to cancel his account. The representative confirmed that he had phone and TV service however disconnected only the account that had TV and Internet service which was completed on August 4th. Although the customer provided only one account number when calling to close his account, based on a review of the call recording a credit of $has been applied to ###-###-#### adjusting the account to a zero balance. Notification has been sent to the Outside Collection Agency to advise of the credit adjustment on the account

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

Complaint Number:* Customer Name: * Phone:*
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: *** has received several bills and has not been able to get a credit balance transferred to her live account Frontier has investigated the above statements and offers the following response: Frontier contacted *** and advised that we will transfer the credit balance of from the old account to the live accountWe 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 matterTell us why here

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*** advises that her phone service has on-going trouble with intermittent static noise Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms***’s account and provides the following information. Frontier continues to rehab the cable route and have forwarded Ms***’s photos to the local manager in Ms***’s area.Frontier attempted to reach Ms*** to advise of the above but was unsuccessful. Frontier left a message for Ms*** that included direct contact informationWe 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*** advises she has billing discrepancy on closed accountFrontier has investigated the above statements and
offers the following response: Frontier spoke to Ms*** and Ms*** advised issue has been resolved.Frontier issued corrective adjustment.Frontier has set a follow up to ensure accuracy. 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