Frontier Communications Corp.

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Ms*** advises she called in May to disconnect servicesAnd she had paid the
final billMs*** states that she called many time to get this taken care of and each time she was told it was taken care ofMs*** states that she had auto pay and was still being charged for services that should have been disconnected Frontier has investigated the above statements and offers the following response: A Frontier Representative has tried to contact Ms*** and advises of the credits done to the accountCustomer has not returned the calls or e-mailsA Frontier Customer Service Representative has sent a Call Me Letter to get this taken care of 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 Specialist: Sharie Prigge Department: Consumer Relations Telephone Number: ###-###-#### Ext*** Fax Number: ###-###-####

Revdex.com: When I called on Mar 5,- spoke with Meredith about my bill and she promised me that Frontier will refund me the full HBO charged from Aug 2017, and I got phone call today from Nicole and stated that I will only get refund for months, this company have a serious CS problem, one person will tell you one thing and another will tell you different thing.
I have reviewed the response made by the business in reference to complaint ID ***,
Regards,
*** ***

Frontier advises Mr***’s account was disconnected by Verizon on February 19, 2016.Frontier verified Verizon sent out a bill for dates of service of February 19, through March 18, 2016, which covers dates of service after Mr***’s account was cancelled.Frontier advises these are not
valid charges since Mr***’s account was cancelled on February 19, Frontier has credited Mr***’s account in the amount of $which covers the dates of service in question and $for assessed late fees for a total credit of $111.83.A Frontier Representative contacted Mr*** on May 10, and is satisfiedWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Harry *** 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.
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*** states she experiences speed and connectivity issues with her Internet Ms*** states she wants new equipment
and a service credit. Frontier has investigated the above statements and offers the following response:• Frontier has been unable to locate an account under the name *** *** or showing Ms*** as an authorized user at the account of record located at the address provided on the complaint. • Frontier has reached out to Ms*** requesting her specific account information so Frontier can investigate her concerns however have not received a response 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 Executive Customer Relations

Revdex.com:
As of 7/18/2017, still nothing has been done to this line, to this date it is still being ran over many many times on a daily basisNothing has been done to it yetThats the way Frontier doesThey will tell you one thing and do nothingPlease get this line repaired and buried, they have had more than adiquite time
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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Customer was billed $in error for upgrading the internet and has been attempting to get the balance on the
account corrected Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and found that the customer was charged a full installation fee of $for upgrading the internet on billing statement dated 5/28/The customer’s account was issued adjustments amounting to $which includes: $for two late fees ($ea$+ taxes), $the installation fee, and the customer was also given a courtesy credit in the amount of $by a customer service representative on 6/6/The current balance in our system is $that is due by 7/22/The customer can see the credits applied to account by accessing their account online or by viewing the new billing statement that will print on 7/28/ 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 has reviewed Mr***’s account and discovered that Mr*** has disconnected service. We have issued a credit in the amount of $against his December 11, billing statement
brining his balance to zeroFrontier has reviewed Mr***’s statement on DISH services and have discovered that the order for DISH was not ordered with Frontier and we do not have an account number for DISH service to bill Mr***.Frontier believes that the DISH order was placed directly with them or through their partnership. Frontier has advised Mr*** to contact DISH once again and perhaps file a complaint to further escalate the process of resolution We regret any inconvenience that *** *** may have experienced as a result of the above matter

The Complaint states that: Mr*** advises he is being over billed and has requested to have f secure removedFrontier has investigated the above statements and offers the following response: Frontier advises we spoke with Mr*** on February 22, and advised that the F- Secure
has been removed.Frontier advises that Mr*** is being billed the correct price for the speed of internet service he subscribes to.Frontier advises we have placed a billing follow up to ensure the F-Secure does not continue to bill. 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 satisfactory to me
Regards,
*** ***
Frontier is still working on this , its not over yet they are still in the process of fixing things, and it looks promising . ***

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,
*** ***
This is the same response we get every time we call we received a disconnect notice in the mail yesterday and had to call again and received the same message I’m so sorry for your inconvenienceI wish some one would maintain the lines in our area we have no choice but to pay the bill and go on since we don’t have any cell service in this area we have been loyal customers since always paid our bill and have been treated as thought we don’t matter to the company I understand we live in a rural area however I do not think you do as I said if we had a choice we would not put up with the service we have received Sincerely Lori Browning

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 Frontier his billing is incorrect.Mr*** advised Frontier of difficulty reaching
supervisors to have his billing corrected and long hold times Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** confirmed billing has been corrected and he is happy with the resolution.Frontier has a follow up set to ensure accuracy on Mr***’s next billing 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she is not being billed properly for her services with FrontierFrontier has investigated
the above statements and offers the following response: Frontier investigated Ms***’s account and determined there was a misquote given on her original orderFrontier made an adjustment to Ms***’s account in the amount of $this adjustment covers August, September and October bill statementsIncluded in the $is a credit for $in late fee’s billed to Ms*** and $in installation feesThis adjustment will be reflected on the November bill statementFrontier spoke with Ms*** on October 13, and she is satisfied with the adjustments made to her accountMs*** has also been provided with direct contact information should she need further assistance 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***s advises that Frontier disconnected Mr***’s service without his consent on January 2, 2018.Mr
*** states that he called to get services reconnected and was given a new number instead of connecting the same number he previously hadMr*** states he has now received two bills charging him for the same services and for the same time periods.Mr*** also states that he was signed up for a contract under the temporary number that he did not agree to and is now being advised that he will be billed an early termination fee when he cancels his serviceFrontier has investigated the above statements and offers the following response:Frontier records show that Mr*** contacted Frontier to terminate his services on January 24, Frontier advises that due to a system error, the service order was completed on January 2, Frontier advises that Ms*** was set up with services under a temporary number due to programing issues and Frontier was not able to get his old number immediately reconnectedFrontier advises that Mr*** original account under 760-247-covers services up to January 31, and the balance due on that account is $Frontier advises that Mr*** temporary number of 760-240-was connected on January 4, and is charging for services up to February 3, 2018; however, Frontier will be adjusting this account so that there will be no balance dueFrontier advises that the contract has been removed and Mr*** will not be billed an early termination fee for canceling his services.Frontier confirms that there is an order scheduled to disconnect Mr***s’ services on January 28, per his request.Frontier spoke with Mr*** on January 17, to review this information with himFrontier has provided Mr*** with direct contact information if he needs further assistanceWe 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 Frontier is charging him for something he did not authorizeMr*** advises he has tried to contact Frontier to
discuss this matter and has not been able to come to a resolution. Frontier has investigated the above statements and offers the following response: Frontier has called Mr*** several times, we have left messages and also reached out to him by emailUnfortunately we have been unable to make contact with Mr*** to discuss his complaintWe have mailed him a letter with a direct point of contact should he need further assistance with his 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 Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** advises that she is not satisfied with Frontier’s response and in her perspective because she received the advertisement in the mail at her address Frontier should honor the advertisement. Frontier has investigated the above statements and offers the following response: Frontier received a copy of the advertisement Mrs*** received at her address and reviewed the advertisement with Mrs***Frontier was able to show Mrs*** that the advertisement clearly states: “Limited time offer for qualified customers in California.”Frontier apologized to Mrs*** and offered to remove her address from any further marketing materials.Frontier has determined that we are honoring the advertisement in full by informing Mrs*** that she is not eligible for the promotion as the advertisement does shows the product is for California customers We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** 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: Mr*** is disputing his bill for services from Frontier. Frontier has investigated the above
statements and offers the following response: Frontier advises upon reviewing the account our records indicate adjustments have been made to the account to correct billing errorsFrontier advises on February 7, Frontier spoke with *** *** and advised him the current balance on the account, and cost of service moving forward.Frontier advises *** *** has a direct point of contact to Frontier for any further assistance with this issueWe 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 complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he
did not have service for monthsMr*** states he filed complaints with FrontierMr*** states that he was promised credits would be issued to his account and no credits were issued or were denied after the factMr*** States that Frontier would only issue $in credits for service interruptions that occurred for his internet and cable for the months of April, May and June Frontier has investigated the above statements and offers the following response: Frontier does not show that Mr*** had any calls in to have a technician come out to repair his services. Frontier shows that the first call Mr*** made that would require any changes to his system was an upgrade in June of 2016. On August 9, Office of the President Representative emailed Mr*** acknowledging he called in May 3, stating his internet and television were down. According to his Verizon contract he was paying $for television, $for his internet, $for the television equipment and $for the router each month. This would total a credit of $each month. He had already received a credit for April 2016. The Office of the President Representative then submitted an adjustment that was approved for $that included taxes. The request of $made by Mr*** did not include the discounts provided for him on his Verizon contract. This is the reason his requests for credit were denied. Frontier has issued Mr*** another credit of $that has already been approved and will be seen on the final bill. This credit is to cover his third month out of service. 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she terminated her Frontier service in May and is disputing the final balance on her accountMs
*** states she was billed for a penalty fee for canceling service.Ms*** states her services were set up for automatic payments; however, the final balance did not come out of her credit cardFrontier has investigated the above statements and offers the following response: Frontier confirms that Ms***’s Frontier services were canceled on May 23, Frontier advises that a $Broadband processing fee was billed on the final statement issued on May 28, Frontier advises that the Broadband processing fee is charged for all broadband disconnects to cover the cost of processing the disconnection of the service at the central office or remote facilityFrontier advises Ms*** had registered for the online billing service and set up automatic paymentsFrontier advises that when an account is canceled, the online billing Frontier’s policy is to issue 2-final statements after an account is terminatedThis time period is required to ensure all outstanding charges or credits are posted to a closed accountFrontier’s policy also allows the account to cycle through its systems thereby providing an accurate reading of the accountFrontier spoke with Ms*** on April 30, 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

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that: Mr*** was had a service order to transfer his internet services to a new location however it was delayed due to previous
person still having an active account at the same physical addressFrontier has investigated the above statements and offers the following response: Frontier apologized for the delay, however his order was delayed due to a previous account holder therefore we were not able to schedule his services until previous account holder disconnected at the locationWe 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