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 meThank you very much for your help
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*** is disputing his bill for services with Frontier. Mr*** advises his Internet service was not working at his new locationFrontier has investigated the above statements and offers the following response: Frontier has thoroughly investigated Mr***’s account and records indicate the Internet was disconnected on July 14, 2017. The account was rebundled on February 14, with a new 2-year commitment. Mr*** moved to a new location on May 23, 2017. A trouble ticket was processed on June 14, and completed June 20, where the technician noted Internet is working now. Another trouble ticket was placed on June 27, and completed on June 29, where the technician noted Internet was working but not capable to support all the devices connecting at this location. A credit adjustment was applied to Mr***’s account for the seven days out of service from June 14, to June 20, 2017. Frontier spoke with Ms*** on October 25, and advised of the above informationWe 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***-*** advised of the difficulty he experienced attempting to receive credit in the amount of $ Mr***-*** contacted Frontier Communications regarding the above concerns and spoke with a Frontier Communications Supervisor who has issued the credit adjustment in the
amount of 274.30On December 4, a Frontier representative spoke with Mr***-*** to relay the above information and he expressed satisfaction. We trust this information will assist you in closing this complaintWe 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 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 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

Frontier has investigated the above statements and offers the following response: Frontier sent out a detail statement every month to Mr***’s billing address on file.Mr*** confirmed Frontier Internet service was connected on July when he called into customer service to
add television.On September 22, Mr*** contacted customer service to request a payment extension for the amount of $to be paid by September 29, 2017. Frontier received one payment towards Mr***’s account in the amount of $on November 09, Frontier will not be removed from Mr*** account due to verified service and customer knowledgeOnce Mr***’s Frontier account is settled we will update the information with the credit agency to reflect as a paid charge off.Frontier has been unsuccessful in reaching Mr*** however a detail message was left with contact information We regret any inconvenience that Mr*** 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
Regards,
*** ***
It says mrsDuckettI am mrs*** The response is not to right person But frontier has at the moment fixed my problemBut you might want to get mrs.*** her message

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meFrontier Communications make it right and it is my hope that this issue will not happen again or get escalated to the Revdex.com to address said issues in the futureBe well
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 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 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

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,
*** ***

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

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 believe my payment has covered the future months September to OctoberThe payment I made on September 20th was all made in advanceAlso, you're company charged me the toll call and late fees which is not fairI never agreed to pay the toll fee when I signed up for the serviceIf I had known, I would not of call your service at all as everyone in my family has their own cellphone and I have never had to pay any previous tollsSo, why am I being charged now?Not only that, your company cut my phone line on September 20th even though I have paid for it in advance

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Customer has not received finalized credits and a letter stating that he does not owe any funds to FrontierFrontier has investigated the above statements and offers the following response: Frontier has finalized the credit that was due to Mr***The total credit was for the amount of $151.73, which was the remained of the balance on the accountFrontier has also sent the customer an emailed letter in regards to the credit being finalized and Mr*** not owing any funds to the companyMr*** expressed that he was satisfied with response 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

Thank you for referring the rebuttal of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** states that his bill with Frontier has increased and does not agree with it Frontier has investigated the above statements and offers the following response: Frontier states that Mr*** had a promotion that ran from March 15, through March 14, The promotional dates were printed on the customer’s bill statement every monthFrontier spoke to Mr*** and we were not able to give him the same promotion that he hadHe decided he wanted to cancel all services with FrontierFrontier processed an order to cancel Mr***’s services as of March 30, Frontier spoke to Mr*** on March 21, and he is aware that his balance is $which paid his services up to March 31, Frontier does not prorate the final billFrontier stands by their original decision. 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 reviewed the call associated to Ms***'s order for service and can advise that she was quoted $for her phone service, preferred television package as well as 100/Mbps internet service plus taxes and surchargesThe consultant advises that month will begin to bill
$higher through month Frontier has placed an adjustment in the amount of $bringing the balance to $Ms***'s billing statement on 2/24/will have additional credit and the balance showing will be accurate for that statementFrontier has added Ms*** to a calendar reminder and will place an adjustment each month on the bill cycle date, until July to make billing $Ms***'s billing will not reflect this amount, however she can pay $each month until July and Frontier will place an adjustment to offset the differenceIf Ms*** orders any Pay per View, she will be responsible for the cost associated to the orderIf Ms*** changes services, this agreement will no longer be valid

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 told there would be no early termination fee when she cancelled her Frontier services;
however, she continue to received bills for services after the termination dateFrontier has investigated the above statements and offers the following response:Frontier advises that the promotion and term commitment were removed off Ms***’s account so that she would not be billed an early termination fee when she canceled her servicesFrontier advises that Ms***’s services were ported out to another service provider on September 21, 2017; however, the September 21, statement had already been issued, therefor billing for another month of service at full rate due to the promotion being removedFrontier advises that the November statement was processed that issued some partial adjustments back to the date of disconnect and a Frontier agent made a follow up adjustment for the remaining charges of $on December 5, Frontier advise that the account is closed and there is no balance dueFrontier advises that this will be reflected on the next statementFrontier spoke with Ms*** on December 7, to review this information with herWe 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’s Local Manager has advised that as of 2-14-17, various changes have been made over the past several days within the network in an attempt to isolate the problem, a specific path or piece of equipment.On 2/15/readout shows improvement for the exchanges of *** *** *** Test modems
moves were requested and completed 2-14-to the Mt Lake exchangeRequests were sent to the field to contact and evaluate customers previously impacted in various exchangesFrontier’s Local Managers and Engineers are continuing to investigate this concern.Frontier has issued an out of service adjustment in the amount of $that will appear on the next billing statement

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 do understand the charge for the federal and state tax and also the FDV administrative charge however I do not understand the three charges totaling $for the Fios bundle change that has appeared on the last two bills that have never appeared on any other billsYou also didn't address the question of a credit for the previous month that I paid without the proper discount being applied that I inquired aboutAs a side not my internet was out of and on for several hours at a time for the last two weekendsAfter many calls they finally got a service man out on SundayI would just like to remedy these issues as soon as possibleI have been a long time loyal customer for about years with first General Telephone, then Verizon and now Frontier and never had any complaints until recentlyI feel the level of service on the issues I am bringing up is not up to parRegards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states that she was advised the price quoted included the equipment, and that Frontier would put a block on the ability for purchases to the account Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it adjusted the cost equipment billed to the account.Frontier advises the customer has the ability to a set a password in order to assure that no unwanted purchases are applied to the accountFrontier advises that the purchases on the account will be sustained.Frontier advised that it has spoken to *** *** on August 17, and advised the account has been reviewed and the charges will be sustained 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