Frontier Communications Corp.

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 back in March of she experienced service disruptions of at least times in an day
period. She had a repair scheduled for March 25th, to find out the ticket was pushed out till March 30th 2017. She called again on April 1st as the service went down again.Ms*** contacted Frontier and closed her account due to unreliable service on June 23rd and had no mention of a contract that she had or by canceling there would be termination charges and received a bill totaling $5,Frontier has investigated the above statements and offers the following response:Frontier has researched the above information and advises that due to not having a signed yr contract we worked with the customer to credit back the early termination fees minus $which is the amount in discounts towards the monthly plan for eight months in accordance to the promotion term she was on.Frontier has spoken to Ms*** on September 21st and placed an adjustment to her account for $3,plus taxes and she is currently 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

Frontier has investigated the above statements and offers the following response: Frontier finds that Ms***’s account was missing promotional credits.Frontier has adjusted the billing to reflect the missing promotional creditsIn addition, the promotional has been corrected on the
accountThis will reflect on Ms***’s November 1, statement, along with prorated promotional credits for the activation of the promotion on October 3, 2016.At this time, the balance on the account is $due October 25, 2016. 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 reviewed the account of Mr*** and finds that an order to transfer service was requested on 4/6/17.This order did transfer with the same services which did include the 50/FIOS Internet, however a promotional code did not populate with the order causing an increase in billing.Upon
contacting Frontier, a consultant made a change to the service to the 100/FIOS internet, quoting the same pricingThis was inaccurate and the consultant has been internally addressed.Frontier has now placed an order to return the service to the original 50/FIOS internet and has added a different code that will reduce the pricing of the internet to $In addition the account will be, as it was charged a $fee for the Gateway Router Rental.Frontier has also placed two different adjustments in the amounts of $and $leaving a balance in the amount of $paid since 3/19/17.Frontier has also corrected the spelling of the name to ***.Frontier does apologize for any miscommunication or inconvenience caused and has addressed all involved internally

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*** is disputing her bill for services from FrontierFrontier has investigated the above statements and offers the
following response: Frontier spoke with Ms*** by email on January 25,2018, and reviewed account.Frontier advises that the correct price for the package 50/Mbps that Ms*** subscribes to is $per month plus router and taxes and surcharges. 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

Good Morning,This issue has been resolved. Service has been restored. Credit in the amount of $has been issued to Ms***'s account. I spoke to Ms*** this morning and verified satisfaction.Thank YouSerena J***

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 she was charged for a piece of satellite equipment that a Frontier technician picked
upMs*** states she has not seen the $owed to her and would like this refundedFrontier has investigated the above statements and offers the following response: Frontier has verified in this instance a technician was dispatched and had pick up the satellite equipmentFrontier has spoken to Ms***, advising her the $credit has been applied to her account Frontier has also expedited the refund for a 7-business day delivery. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter Sincerely, Frontier Customer Relations

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*** is not satisfied with Frontier’s response to his Revdex.com complaintMr***’s original complaint advises that he was not receiving Caller ID on his TV, Mr*** was without dial tone for days in May, the Video on demand was not working, and had occasional Pixilation Frontier has investigated the above statements and offers the following response: Frontier contacted Mr*** and apologized that he is not satisfied with the original resolution.Frontier has issued the appropriate time out of service credit for service outages as well as a courtesy credit for Mr***’s inconvenience.Mr*** has adjusted his services to internet only. 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*** states that is still being billed for a service that he cancelled with Frontier in April
Frontier has investigated the above statements and offers the following response:Frontier advises that several attempts were made to contact Mr*** regarding his complaint.Frontier left messages for Mr*** but received no response.Frontier sent Mr*** a letter apologizing for any inconvenience that this has caused him providing him with direct contact information if he has further questionsWe 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 upon completion of their responseAs per the representative from Frontier Communications, the credit was requested to be expedited and applied to my account within 24-Once credit is actually on this account I can say this complaint has been resolved
Regards,
*** ***

Frontier
CommunicationsThank you for referring
the complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attentionThe Complaint states that: Mr*** states he would like prior bills adjusted to a lower rate and credits applied to his account.Frontier has investigated
the above statements and offers the following response: Frontier reviewed the account and we show customer to already have all available promotions for his accountFrontier issued a manual credit for previous bill statementsFrontier spoke to Mr*** and advised of the above informationFrontier advised a manual credit will apply to the current billFrontier reviewed the rate going forward which Mr*** expressed he is in agreementWe trust that this
information will assist you in closing this complaint. We apologize for any inconvenience the
customer has experienced as a result of the above matterFrontier Specialist: C
B*** Department: Customer
Relations

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*** states that his bills with Frontier are never correctHe has changed to *** now and he
does not feel he owes Frontier $ Frontier has investigated the above statements and offers the following response: Frontier reports that Mr***’s account is a written off account and with currently with an outside collection agencyHe must contact Credit Protection Agency at ###-###-#### to dispute the billFrontier has attempted to contact Mr*** on several occasions, each time leaving messages with our contact informationFrontier has not received a response back from the customerFrontier is sending Mr*** a call me letter in the mail in attempt to contact him. 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 *** and *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** indicates that Frontier improperly charged him for phone, internet, and television
service when upgraded to Fios 150/internet speed.Frontier has investigated the above statements and offers the following response: Frontier records confirm Mr*** was upgraded on August 16, which caused an increase to his monthly charges. When the pricing was updated, the promotional codes were not added to the order in error. Mr*** should have been charged $204.98+taxes and surcharges beginning August 16, 2016. MrMueller has been given appropriate credit for the services billed from August 16, to the deactivation date of October 15, for the promotional pricing variance. An order was placed to deactivate service on October 15, 2016. The November 19, invoice will have system generated credits applied for services billed in advance from October 16, to November 18, 2016. Mr*** has been advised that no termination fee will be billed for deactivating service. A Frontier Customer Service Representative spoke with Mr*** on November 14, and confirmed he is satisfied with the resolution. The Frontier Customer Service Representative will continue to assist Mr*** with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again. 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 *** *** to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that: *** *** states ** phone lines went down on April 20, Since then Mr*** has talked to different
technical representatives and made approximately phone calls to Frontier to try to resolveSeveral trouble tickets have been made but no solutionToday is now April 29, and still no repairWe are losing approximately 2,000-4,000/day at minimum and still have yet to have the phone lines repairedFrontier has investigated the above statements and offers the following response:Frontier has spoken to Mr*** on May 3, and he was busy, but did inform Frontier that he was able to get his business lines back up and running on Friday April 29, after gaining the assistance of a local managerHe asked Frontier to email him total credit that would be applied to his account and to correspond on anything further via email to *Frontier out of service credit would be from April 20, to April 29, Instead of ten days credit Frontier credited $for a full monthFrontier does not compensate for loss of business so an additional $credit was offered and accepted by Mr***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

Per Frontier records and promotions, Ms*** current rate is the lowest available at this time with the services selected. If she should change the speed of data or upgrade her television programming or switch to a Frontier plan, her monthly price will increase. She currently bills
$per month plus taxes. A Frontier agent tried reaching out to Ms*** to advise and unfortunately, she was not available. A can be reached number was left on her voicemail for future assistance. Case closed

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
This offer provided by Frontier is terrible and totally unacceptable! It is even higher than the one the last agent quoted me! As I stated earlier (and repeated to the Frontier resolution mgr I spoke to today), their agent told me it would be $132.98/mth + taxes and fees, not $168.97/mth +taxes/fees They should honor what their agent quoted no matter if it they say it was in error (by the way, as stipulated spoke to agents in total and they all got it wrong!)What good is negotiating and contracting on a price (confirmation# received) if it is to be ignored
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms*** advises that her phone has bene out times in the last month, the last one being
August 12, Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** phone was repaired on August 17, Frontier advises we have credited Ms*** for her out of service$ for her end of July outages, $ for her August outages, and also a $ courtesy credit for her repeat issues.Frontier was unsuccessful in reaching Ms*** through phone and email 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

Frontier can advise that Mr*** was successfully transferred on July 6, 2016.Frontier’s Consumer Relations department contacted Mr*** on July 7, and he advised all services were working well and he was very satisfied with the quick resolution

Frontier’s Local Manager has advised that on 06/08/his technician replaced Mr*** modem.The line then tested well with no faults.Frontier has issued an out of service adjustment in the amount of $that will appear on the next billing statement.Frontier does apologize for any
miscommunication with Customer Service and will follow up internally with call reviews

The Complaint states that: Mr*** advises that he was promised a rate of $a month before taxes and surcharges when he ordered Frontier phone, internet and TVMr*** advises that he has continually been overbilled for his Frontier services Frontier has
investigated the above statements and offers the following response: Frontier advises that a thorough audit of Mr***’s account has been done, and throughout Mr***s time with Frontier, credit was issued to make up for the difference that was billed incorrectlyFrontier advises that we spoke to Mr*** on December 5, and he advised that he did not want to be contacted by Frontier any further

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
The offer DISH made did not coincide with the original offer that I signed up forThe original sign up in December was for High Speed internet and DISH top for $While we understand there is an additional fee of $for the extra tv and taxes added to that bill, it should only come to $plus taxesDish wanted $per month according to my notes when on a three way conversation between DISH and FrontierThe would not acknowledge the deal in December or Deny it. Since DISH would not would not acknowledge the deal and wanted more a month then was the original cost, we denied it My current bill as of April 16th is showing a past due amount of $with new charges of $for a total of $260.89, these charges are past due to to fighting with Dish for being overcharged each month The $is due to credits that Dish gave me for being charged for Movie Channels that I have been charged for and did not subscribe toDonny told me that due to all of this I have late fees due to Frontier in the amount of $30.00, which this week I made a payment of $for the $late fees and an extra $to prevent anymore late charges till this matter is closed, so it does not get reported on our credit report.This bill was on the 16th and on Friday April 22, I received another Notice of Account Past Due of $198.87, ($for amount subject to Disconnection and $for Dish and $Directory/NON-Reg does not add up to $198.97, which is also incorrectI am not sure what is going to be disconnected as we have not had any of the Dish channels now for almost a week period due to being disconnected because of this issue. As of to date I have not received copy of the bills from Donald, I am assuming they should be coming in the mail this coming weekHe stated he wanted to go over these with meHe presented a resolution of the original agreement along with the extra box for the second TV at $for combined services a month and he would have to go in and fix the bill every month and Frontier would have to take care of the rest from DISHAt this point that is where the complaint standsI am still not happy with the DISH company for defaulting on their agreement in December and we have no desire to do business with them in the future due to our concerns once the first year is up.So at the present moment this is where we stand, we still have past due amounts through DISH, we have no service with them and Frontier hasn't come up with a solution as of date to all the past due charges until I get paper copies of the past billsSo as of today Sunday April 25, nothing has been resolved between the Company and ourselves.
Regards,
***/*** ***