Frontier Communications Corp.

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 completely surprised a company can quote a price and not back it upThe call was recorded and they are completely aware I was telling the truthI should be refunded ALL my money, that I have paid them, back in full!! Not credited a portionThey didn't even try to resolve the problem they told me how it was going to be and that was thatI was even offered a better price from customer service before filing this complaint and they wouldn't even do thatI have spent over hours dealing with them and very willing about canceling my service and will never use or recommend them to anyoneAfter all the problems and stress they have caused me they try to con me into a year contractThat would just be stupid of me to do after all thisAlso, I will be spreading the news to current customers to get them to cancel after their contracts are upIf not resolved with getting all my money back I will be taking this to the next level, up to the News stations and court.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** stated he experienced multiple missed appointments related to repair and upgrade of service and he
that he had been promised credits totaling $due to those issuesHe stated he was also out of service six days due to the storm and he needed to be credited for those days as wellFrontier has investigated the above statements and offers the following response: Frontier credited Mr*** $for delays and missed appointmentsHe was credited $for time out of serviceTotal credit issued was $157.36 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

*** *** advised that he removed Verizon HSI before the conversion to Frontier CommunicationsHe states he never had Frontier service. Frontier records show that the HSI service was not disconnected until 11/17/when Mr*** called to question the billing. Mr*** was on direct
debit with Verizon and it carried over to Frontier due to Verizon not disconnecting his service when requested.A Frontier agent called and verified with *** at *** *** that Mr*** *** did have service with them as of 4/7/Mr***'s Frontier account was adjusted in the amount of $on 4/3/2017. The adjustment left Mr*** with a credit balance of $which will be sent to him in the form of a check within business days.Mr*** understands and is satisfied with the resolution

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Ms*** states she has been without her Frontier telephone, Internet and television since April 1, 2016.Ms*** advises that she
has had a poor customer experience with Frontier customer service and technicians not calling or showing up on her scheduled repair dates.Ms*** advises that she does not want to pay for service that she did not receiveFrontier has investigated the above statements and offers the following response: On March 31, 2016, Frontier closed a transaction to acquire Verizon’s wireline services in California, Florida, and Texas, after receiving all required government approvals. Prior to that time, notice of the transaction was communicated to Verizon customers. On April 1, Frontier formally began transitioning all of Verizon’s network, services and customers to Frontier.Ms*** experienced a temporary disruption in service during the transition of Verizon’s network and services to Frontier which was reported on April 16, 2016.Frontier opened a trouble ticket on April 16, which was completed by replacing her telephone equipment on May 15, 2016.Frontier provided Ms*** a proper out of service credit back to April 16, in the amount of $240.89.Frontier did speak with Ms*** on May 17, to confirm her satisfaction and provided Ms*** with a direct line and extension number for any additional questions or concernsWe 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 *** *** bringing this matter to our attention The Complaint states that: *** *** advises he is billing for service that he does not have Frontier has investigated the above
statements and offers the following response: Records show service order *** completed August 22, installing ###-###-####.Records show service order *** completed December 20, discontinuing service.Research determined that Mr*** was billed for services totaling $341.65.On February 15, credits totaling $were applied to the account bringing the account balance to zero A Frontier representative spoke with Mr*** who indicated satisfaction with the resolutionWe 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Ms*** states she was quoted $with taxes but is billing at a higher rateFrontier has investigated the above statements and offers the following response: Frontier advised the records show Ms***'s June and July Frontier statements were missing a bundle discountOn July 6, a credut totaling $was applied for the missing discount.A one time courtesy credit of $was applied on September 22, 2017, to bring Ms***'s rate to $Records show Frontier is billing correctly at $54.99Records show increase was on Ms***'s DISH charges increased from $to $A Frontier representative spoke with DISH who advised the increase was due to DISH Protect Silver Video charge $The DISH representative advised that Ms*** subscribed to the service and it was free for monthsAdditional information provided by DISH stating Ms*** spoke with the DISH Executive Customer relations Department on September 25, and reviewed the DISH Charges and removed the DISH Protect Silver VideoGoing forward if Ms*** has a billing inquiry regarding the DISH Portion of her bill she would contact 1/***No additional information was provided to warrant a change in Frontiers DecisionFrontiers portion of the account is billing correctly and prior adjustments have been made for the incorrect billingWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Tell us why hereThank 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 has been experiencing issues with her telephone equipment that she purchased through Frontier and has not received the replacement phone yet. Frontier has investigated the above statements and offers the following response:Frontier advises that a replacement phone has been sent to Ms*** and was delivered on March 9, 2017.Frontier spoke with Mr*** on March 10, who confirmed that they have received the replacement phone and that it was workingWe 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** *** requested to disconnect her Frontier service in December however she is still receiving
bills Frontier has investigated the above statements and offers the following response: Frontier confirmed Verizon contacted Frontier to disconnect her services effective December 29, however a computer error has delayed the finalizationFrontier has corrected the problem and assured Ms** *** we will credits all charges back to December 29, 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: Ms*** advises that she has ongoing issues with her bill not being the amount that she was told it would beMs
*** advises that she cancelled her service and does not believe that she owes the balance Frontier has investigated the above statements and offers the following response: Frontier advises that a credit was issued to Ms***’s account on June 14, in the amount of $Frontier advises that we spoke to Ms*** on June 14, to advise of the aboveFrontier provided the balance and payment instructions, and Ms*** agrees

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** states that he has had incorrect billing issues, and has not received the Amazon promotional gift
card he was offered Frontier has investigated the above statements and offers the following response: Frontier advises has reviewed the account.Response advises it has corrected the account to reflect the correct cost of services, and has made the appropriate adjustments to the account.Frontier advises it has issued the Amazon gift card onto Mr***’s account.Frontier advised that it has spoken with Mr*** on May 9, 2017, advised him of updates on account, and will continue to monitor the account to ensure resolution for 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises he is disputing the $balance owed as he paid that balance in March of and has
provided bank statements as proof. Frontier has investigated the above statements and offers the following response: Frontier advises Mr***’s March billing did have charges from Verizon, now Frontier, and Verizon WirelessFrontier advises a payment investigation reveals that the $that Mr*** paid was applied to his Verizon Wireless account, as it was owed on this billFrontier has contacted Mrs*** and advised that the $charge has been removed from the accountThis leaves an account balance of $ 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

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*** advised that she cancelled her service in late She would like to have final bill adjusted. Ms*** explained that she called in on January and requested a box to return the modem and a final bill to be sent outMs*** stated that she disconnected her service back in either September or October Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on May 10, 2017. Frontier explained that our records indicate that on January 27, Ms*** called to disconnect services because she went to another provider. The Frontier Agent proceeded to place order to disconnect. Ms*** was told that she is not being charged for a modem. The remaining balance of $are past due charges. Frontier explained to Ms*** that according to our records, the only phone call requesting to have the service disconnect was on January 27, 2017. Frontiers records indicate that Ms*** spoke to the internet help desk on September 6, time 8:pm about the connectivity and the IHD agent hard reset modem and now the customer is able to brows the internetAnother call on January 6, wanting to know her balanceFrontier explained that we are sustaining the charges and the bill is correct 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 her bringing this matter to our attention The Complaint states that: He had a price lock from Feb to Feb for $per month and after months the monthly fee went up
to $ Frontier has investigated the above statements and offers the following response: I called Mr*** and he had informed me that he spoke to someone earlier today and they got the issue resolved and it was okay to close this claim 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,
*** L And *** A ***

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s service was repaired on 6/08/17.Ms*** has received $in credit for the service concerns.Frontier does not compensate for service outages in an amount greater than the
cost of the specific service that is affected 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

The Complaint states that: Mr***’ advises that when he cancelled his service on March 16, he was advised that he did not owe anything further to FrontierMr***’ advises that he has received several bills since cancellation, the most recent being $Mr***’ advises that he had intermittent service issues for weeks prior to cancellation, and would like credit for that period of time Frontier has investigated the above statements and offers the following response: Frontier advises that after a thorough audit of Mr***’ account, $is the final balance for services provided up to the date of cancellation.Frontier advises that we spoke to Mr***’ on April 21, and a payment of $was madeFrontier advises that there is not enough documentation to support issuing time out of service credit for weeks of intermittent service issues

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
Please note this has not been resolvedI have received a credit but the account has not been please on vacation modeThey have a problem technical and continue to work on the issuePlease reopenI was not aware I had to respondCiao
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** stated that he called to pay the bill with his credit card and the representative advised him of a $
convenience fee to pay through a representativeMr*** stated he was told on a previous occasion by a different representative that there was no extra charge and that she would take the credit card number and account it to his bill and for proof that he paid she gave him a configuration numberFrontier has investigated the above statements and offers the following response: Frontier was unsuccessful in reaching Mr*** by phone and e-mailIt is correct that there is a $convenience fee to have a representative make the payment for the customerFrontier offers several options for payment, including paying online at the Frontier.com websiteThere is no fee to pay on the websitePayment can also be made by mailCustomers also have the option of calling an automated payment agentThe automated payment agent charges a fee of $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 Ms*** bringing this matter to our attention. The Complaint states that:Ms*** states that she was not being billed properly for the services that she had with
Frontier since the transition from Verizon to Frontier.Ms*** advises that she has terminated her Frontier services and has not received her refund in a timely manner. Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s complaintFrontier determined that there was an error on Ms***’s account.Frontier applied an adjustment to Ms***’s account in the amount of $for the billing errors on her April, May, and June statements.Frontier confirms that Ms*** terminated her services on June 8, Frontier’s refund policy is to issue to final statements 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’s policy is to issue a refund check days from the date of the service termination.Frontier expedited the refund process for Ms***’s accountFrontier advises that the refund has been submitted for processing and she should receive the refund check in the amount of $within 7-business days.Frontier advised Ms*** of this and she is satisfied with the resolution 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 his wife placed an order for new Internet services and was misinformed on the services required to
place the orderMr*** states that he was required to pay a deposit for new service and declined, however the deposit was processed without his approvalMr*** states that he canceled the order but he still has not received the refund on the deposit Frontier has investigated the above statements and offers the following response: Frontier records show that Mr***’s order was canceled on December 21, 2016.Frontier advises that the refund for the deposit was processed on January 11, 2017.Frontier confirmed that the deposit was returned to Mr*** on January 13, 2017.Frontier has made several attempts to contact Mr*** regarding this issue but has been unsuccessful in speaking with him.Frontier has mailed Mr*** a letter with direct contact information if he needs any additional assistance 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