Frontier Communications Corp.

Frontier reviewed Ms*** account and determined that Ms*** disconnected service on 5-16-16, before Frontier was able to address her concerns

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states her cost of service does not reflect the price quoted by Frontier
Frontier has investigated the above statements and offers the following response: Frontier advises it has corrected the account to reflect the quote given by Frontier to *** *** Frontier advises that it has also made the appropriate adjustments to the account that were in error.Frontier advises that it is going to follow up on the account to ensure the billing is correctFrontier advises that it has spoken to *** *** on September 8, 2017, and went over the cost of service, promotional expiration dates, and the two-year agreement with Frontier 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 has reviewed Ms***’s account and found on August 11th a technician was dispatched on trouble ticket #*** reflecting no lights on modem and a possible bad modem. The technician tested the service and found that it was working good to the Network Interface Device. The
technician was unable to reach the customer and indicated that an isolate charge of $appliesFrontier advises on August 18th a technician was dispatched on trouble ticket #*** reflecting no power to the modem. The technician made contact with the customer and replaced a broken modemFrontier has investigated Ms***’s account and has determined that due to a surplus of traffic in her home or immediate area, network congestion could be affecting Internet service speeds. Contact was made with Ms*** on September 28th to advise that a credit of $has been applied to the account waiving the Technician Isolation charge plus tax as the technician should have programmed and delivered a new modem to resolve the trouble

Thank you for referring the complaint of *** A*** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** states she called Frontier to bundle TV, internet and phone and was told she would qualify for lifeline
discountsShe was quoted approximately $plus tax, but has been billed more than the quoted amountMs*** does not want to do business with Frontier and does not want any penalty if she cancels her service Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on May 16, and advised that she was quoted an incorrect amount for the bundle of TV, phone and internetMs*** is receiving the Lifeline discountAfter review of Ms***’s account Frontier has advised that she would incur no penalty if she cancels her Frontier servicesMs*** has been given credit in the amount of $for missing bundle discounts 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 Mr*** bringing this matter to our attention The Complaint states that: Customer experienced service issues beginning with the acquisition on April Customer experienced
unsatisfactory customer service and ongoing issues without resolutionCustomer has requested repair and compensation for time out of service Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician on June 24, and was able to get services restoredAfter review of the account, Frontier issued a service credit of $for video and equipment issues the customer experiencedFrontier also issued a $courtesy credit for the inconvenienceCustomer has been advised, and has been provide contact information for future issues 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 temporary satisfactory to me, not totally truthful but is fine for now. As I stated to Frontier numerous times that when problems occur I keep constantly get disconnected because my land line requires internetAnd their actions are less than satisfying, but acceptable for now
Regards,
*** ***

Frontier CommunicationsComplaint Number: 11642224 Company
Code: N/ACustomer Name: ***
***t Phone: ###-###-####Thank you for referring the complaint of Mr*** ***t
to our office for reviewWe appreciate Mr***t
bringing this matter to our attention.The Complaint states that:Mr*** ***t cancelled FiOS Television and Telephone service on June 23, 2016.His FiOS Telephone service was not working prior to their disconnect request.He continues to receive uncorrected statements and was disconnected.Frontier has investigated the above statements and offers the
following response:Our records indicate we spoke with Mrs***t on June 23, to disconnect FiOS Television and Telephone serviceCredits issued were applied on a prior statement for the FiOS Telephone service outage claim.We have spoken with Mr***t on August 03, and advised that we issued credit, $353.98, for service billed in error.His credit will reflect in to bill cyclesWe trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr***t has experienced as a result of the above
matter.Frontier
Specialist: Bridget
G*** Department:
Executive Relations Telephone Number: ###-###-####
Ext.1113138 Fax Number: ###-###-####

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 would like to receive his refund Frontier has investigated the above statements
and offers the following response: Frontier spoke to Ms*** *** (Wife) on July 18, whom shares the Frontier account with Mr*** *** (Husband)Frontier explained that we have issued and sent the RefundMs*** understands it may take to business daysFrontier’s refund policy is to issue a check days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account 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 below.I left a voicemail message and sent an email to "Chris" at FrontierChris had a hard time speaking with Customer Service about my situationFrontier did not try and resolve my four instances of overdraft that I incurred because of the double billingI would like for Frontier to refund my overdraft charges It has been a month now and they have my payment Refunding my payment only to make me pay it back over several months does not make sense to me I want all of the overdraft charges credited back to meJust keeping my payment does not resolve the issue when there are four separate overdraft charges that I incurred at $each I would like this refunded immediately
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,
*** ***The tech repair man came to my house to repair my phone that didn't work for a month after they originally connected itI was never told of a $charge to connect my phoneWhen I got the bill I was in shock since I'm low income and pay $per month landline fee. I called Frontier to complain of the charge which they agreed to take it off. The next month it was never taken off. I called again and they agreed to only take off half which I haven't received the bill to know if this was done. Frontier said the took off $but that had nothing to do with the tech repair. The $off was due to no internet or phone service for one month due to their mistakesI should have the entire $charge off since I was never told in advance of any charge to begin with to connect a phone line they messed up when they came to fix my internet that they messed up. It has been months of nightmare with Frontier. I waited many days for them to show up when they never did. Some days they said I didn't need to be home since it was outside repair work than they said I wasn't home. They originally offered me a $plan for phone/internet which was a lie. Their internet speed is soooo slow I can't even put videos on internet without waiting 2hrs for a 5min video. I never made a complaint about any company before this one. Frontier are crooks!!!! Don't ever charge people before informing them first of a charge

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 that Frontier is billing him for services after the disconnected this accountFrontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s account was terminated effective February 13, Frontier’s policy is to issue a refund days from the date of service disconnection or terminationThis time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the accountIt usually takes to business days for refunds to be delivered to customersFrontier advises that Mr***’s account has not been billed for any services after February 13, and he is getting a refund of $23.46.Frontier spoke to Mr*** on May 15, 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

The Complaint states that: Ms*** advises that she made a deposit to her account that she understood was a prepayment for her services, but representatives have advised that the amount paid prior to installing service was actually a depositMs*** advises that she has been
overbilled for the months including October, November, December and January until services were cancelled on January 13, Frontier has investigated the above statements and offers the following response: Frontier advises that the amount that the customer was requested to pay prior to installation is in fact a deposit and is refundable after months.Frontier advises that after investigating Ms***’s billing, she was in fact missing $a month discount that would make her bundle price $She was being billed a bundle rate of $in errorOn January 30, a credit was issued to Ms***’s account in the amount of $to missing bundle discountsThere are no other promotional offers or discounts missing from Ms***’s customer’s billsFrontier attempted to reach Ms*** on the phone number provided in the complaint and was unable to reach her, or leave a messageAn email was sent to the customer on March 3, to attempt to resolveDirect contact information was provided at that time

Frontier’s records indicate that Mr*** terminated his account with Frontier on November 22, 2016. A $credit post on the November 13th statement for the billing errors. Several attempts to contact Mr*** to discuss his concerns have been unsuccessful. Messages
have been left that included direct contact information with no returned calls

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 there had been an issue getting their voice mail service to workMr***
states that she had been told that she had to change her service to a new Frontier Bundle Term PlanThen told, that was not soMr*** states that her billing has not been correct ever since Frontier has investigated the above statements and offers the following response: Frontier advises that yes, the customer was put on a new Frontier Bundle Term Plan due to the voice mail changeFrontier advises that our customer is not able to reverse the plan as their discounts cannot be added back to the previous Verizon planFrontier has issued orders to give our customer the best pricing for their Frontier Bundle Term PlanThe orders, due to already established credits, have an effective date of July 12, and the term date has been established as March 31, per our customer’s request 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

The Complaint states that: Ms*** advised that she bundled her DISH Network service with her Frontier service and was billed at a higher rate than expected Frontier has investigated the above statements and offers the following response: Frontier apologizes for the
inconvenience that this issue has caused Ms***Frontier advises that the Frontier charges on Ms***’s March statement are correct, and as she anticipatedThe DISH Network charges are $with details of those charges listed on Ms***’s March statementFor explanation of these charges, Ms*** would need to contact DISH NetworkFrontier advises that this increase is not related to Frontier Services or billing practicesFrontier advises that we spoke to Ms*** on March 27, to advise of the above

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not completely resolve my complaint. For your reference, details of the offer I reviewed appear below.I've reviewed my account and indeed received the $credit to my accountHowever, They have not fix the price of my service. I can not fully accept this response until I see my price is set back to the agreed price of per month
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
Bridget G*** seems to think the only matter at hand is $late fees being charged on my account. While this is indeed a problem, I was willing to deal with the headache as long as they continued to waive the $late fees while their system corrected its glitches. Bear in mind, that this was difficult, to say the least, since they fought me each time I asked for a credit.What I am NOT okay with, is suspension of service after their system charged my credit card.Not only does this break their contract with me for suspending service on a paid account, it also puts my family's safety in jeopardy as Frontier is our phone provider, and our phone service was suspended during their glitch.If Bridget G*** believes that $is worth the life of my family, on a mistake that THEY made, I will be taking my business elsewhere. It is important to note, that when Frontier says they spoke with me on March 28, this is because I called in - it was through no effort on their part to contact me.Furthermore, should I decide to leave, I would expect no penalties for doing so, since they were unfaithful to the contract themselves.To reiterate, I would like months of service credited to my account for the following reasons:--Continually failing to charge my credit card for auto-pay, which never should have been disenrolled--Charging Late fees when their system failed to charge my card and fighting me on crediting those late fees when I called in--Suspending my service after their system had already charged my credit card and thus, breaking their contracted services--Placing my family's safety at risk by suspending phone service on an account that had already been paid
I trust that this information will assist Frontier in actually reading the entire complaint with the Revdex.com and understanding totality of the circumstances for their grievous system error
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention
The Complaint states that:
• Ms*** is stating that she was quoted a rate of $plus taxes when she placed her initial request for new Frontier
services on 2/7/She states that she was advised by subsequent agents that the order needed to be reissued, and the rate of $was confirmed again
• Ms*** says that when she received her first billing statement for $and called to have it rectified, she was advised that her monthly charges could not be corrected
• Ms*** states that she spoke with agent Erinn who reviewed the sales conversation and confirmed the rate quoted of $155.99, however she would only be able to apply an adjustment for monthsShe says the Erinn escalated the matter to a supervisor however there was no guarantee they would be able to further assist
• Ms*** is requesting to have the monthly rate quoted of $
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Ms*** was quoted a rate of $plus taxes/surcharges
• Review of the account history confirms that Ms***’s first billing statement was incorrect at $and the agent she contacted on 2/17/failed to resolve the matter
• Although the rate of $was not a valid offer, in this instance agent Erinn on 3/2/agreed to honor the price for months with a manual credit
• Ms*** has since disconnected her service and the final balance will be manually adjusted to the monthly rate quoted after the final billing statement cycles
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

Good Afternoon: Please see closure: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: Ms*** advises she experienced an interruption of services for two months and the issue has been resolved, however, she is requesting to have her bill adjusted Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that credits totaling $was applied to the account on October 11, 2016, leaving a balance due of $64.84. Frontier spoke to Ms*** on October 24, and discussed our findings. Frontier advised that the credit applied will appear on the November 7, statement. Ms*** was provided with our direct contact number for any further questions concerning 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

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 he was advised that International calls would be at no additional cost per month with his
Frontier telephone service.Mr*** states that when he received his first bill from Frontier he was billed per minute for International calls to MexicoMr*** contacted Frontier and was advised that International calling was not part of his programmingMr*** states he would not have changed from his previous provider if he could not have unlimited International calling. Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s Frontier account and pulled the call information from the installation orderFrontier found that on that call there was no mention of International call capabilityFrontier provided a courtesy credit of $for the October 1, bill cycleFrontier spoke with Mr*** on October 31, and advised him that Frontier has two plans that can be programmed for International callingThe World plan is $a month and provides minutes of International direct-dialed calling and the World Plan is a month and provides minutes of International direct-dialed callingMr*** was not interested at this time in either plan Frontier offersFrontier apologizes for any misunderstanding and Mr*** can contact Frontier if he would like to make further changes on his Frontier account 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