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 me.
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. Making a payment to the IVR is a non sequitur and fails to negate my statement that I requested service to be canceledAlso, while I may have received a promotional item, I did not sign or consent to any contract or termed agreement. Finally, per the emails (attached) between myself and Frontier regarding this matter, my premium was not discussed nor any agreementFurthermore, these emails show Frontier conceding that some of the charges were made by mistake and should be reversed
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that: • Mr
*** cancelled his service on August 20, but was billed again in September Frontier has investigated the above statements and offers the following response: • Frontier records show that Mr*** called and cancelled service on August 20, • Frontier records show that Mr***’s account is closed and has a zero balance as of November 11, 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
CommunicationsThank you for referring the complaint of ***
*** to our office for reviewWe appreciate bringing this matter to our attention.The Complaint states that:Mr*** states he has concerns about being charged an early cancellation fee for cancelling internet
service after months.Frontier has investigated the above statements
and offers the following response:Frontier reviewed the account and the Mr***’s account was cancelled on July 28, 2017.Frontier records indicates no Early Termination Fee billed to the accountFrontier records indicate a $disconnection fee applied.Frontier attempted to reach Mr*** but was unsuccessfulShould he have additional concerns, please refer him to our officeWe 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
matter.Frontier Specialist: William P*** Department:
Customer Relations

The complaint states that: Ms *** states that she has had internet connectivity issues Frontier has investigated the above statements and offers the following response: Frontier has sent out a technician who made corrections outside the premiseFrontier has called ms *** who advised that though the internet has improved it, it drops connectivity in certain parts of the houseFrontier has sent out another technician who advised that is it was interference from plaster walls and has recommended a range extender and a hardwired connectionMs*** stated that she did not want any further trouble shootingFrontier has provided a credit of -for October for this and has also issued a credit for late fee as a courtesyMs*** Presented no further questions or concerns

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: When speaking to a Frontier representative, he was informed the Amazon Gift Card could be utilized with any vendor
On February 25, 2017, Mr*** requested to have services disconnected, but was told he would have to provide Frontier a contact number prior to disconnecting servicesFrontier has investigated the above statements and offers the following response: Our records indicates Mr*** called our office on November 9, to have services establishedRegarding gift card, it can only be used on www.amazon.com for purchases.In addition, Frontier placed an order to disconnect services on March 17, 2017; however, we back dated the order to February 25, 2017; which is the date Mr*** originally requested to have services disconnectedServices are scheduled to disconnect March 20, Credits are not warrantedWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced because of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mr*** should not receive billing for TV service at their new residence, and is seeking credits for the time they
were billed error Frontier has investigated the above statements and offers the following response: Our records indicates TV service should have been disconnected December 10, 2016; however, it continued to charge their account from December 24, through January 24, This appeared on their December statement.On the January statement, Mr*** received a prorated credit for $for TV services from January 1, through January 24, 2017.In addition, Mr*** received an additional credit of $196.12; which includes internet fees & late payment feeWe have made unsuccessful attempts to reach Mr*** We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced because of the above matter

The Complaint states that: Mrs*** *** advises that she called after the expiration of her discounts to see if other discounts can be providedWhen she did, she was offered a rate of $a month for her Frontier serviceMrs*** advises that she was also provided a quote of $a
month for her Frontier servicesMrs*** advises that she continues to be over billed beyond the amounts quoted for her Frontier servicesFrontier has investigated the above statements and offers the following response: Frontier has agreed to offer Ms*** a discounted rate of $per month for remainder of her contract termFrontier advises that we spoke to Ms*** on January 18,

Frontier Communications Frontier has received the following complaint : Mr*** alleges that when he upgraded his internet service he was quoted $but his first bill did not contain any discounts. He further alleges that he was quoted a $manual credit each
month and that he has not seen the credit Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mr*** did upgrade his internet on August 25, and that the agent applied a discount that existing customers were not eligible to receive causing the customer to be billed full price Frontier records further demonstrate that on September 8, an order was placed to add discounts and a manual credit was issued for $57.51. An agreement was made to add a manual credit to the account each month to meet the quoted $rate. Credits were entered on October 2, and November 7, 2017, each for $10.00. The customer bill generates on the 2nd of each month and any activity created on or after that date will not show up until the next bill cycle. The customer will receive a closing statement on December 2, and will be credited for November 7, to December 1, for unused service as well as the November 7, credit of $10.00. Frontier has also issued a credit for $to waive the late payment fee that was systematically charged because of the pending adjustmentFrontier has sent an email to the customer to explain the process of closing statements and the customer has disconnected his service as of November 7, We trust that this information will assist you in closing this complaint. We apologize for any inconvenience Mr*** has experienced as a result of the above matter Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

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: Mrs*** disconnected account on December 16, and paid the entire bill through January
1, Mrs*** was told she would receive a credit but instead received bill for $ Frontier has investigated the above statements and offers the following response: Frontier reviewed Mrs*** account and has determined customer did pay for the entire bill cycle from December 2, to January 1, In the amount of $ 148.38.Frontier has credited the customer for the January bill in the amount of $ to clear out that bill at $0.00.Frontier has also submitted a refund in the amount of $ for December 17, to January 1, Mrs*** did disconnect as of December 16, 2016, she should have only been billed $ for December to December 16, 2016.Frontier spoke with Mrs*** and she agreed with the refund amount 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 review. We appreciate Ms*** bringing this matter to our attention The rebuttal states that: Ms*** was not behind on her account when it migrated over to Frontier on 4/1/16. She also states that she is being overbilled for her services Frontier has investigated the above statements and offers the following response: I did attempt to speak with Ms*** regarding her account but customer declined to go over billing. That being said, customer’s ending balance on her last Verizon statement in MARCH, was which included a past due balance of and current charges of 236.59. The reason for the increase over customer’s FEBRUARY Verizon statement was pay per view charges and a video reconnect fee. Customer’s APRIL statement shows a payment of still leaving a past due balance of 236.59, new charges were for a total of 407.08. She was running a month behind at the migrationCustomer billing for Frontier was, and is, exactly the same as her billing with Verizon, her pricing has never changed off of Verizon pricing. MAY bill starts out with the balance, no payment was received, current charges were for a total due of 579.17. JUNE bill shows a payment received of $leaving a past due balance of and current charges of for a total of 230.46. JULY bill shows a past due of plus current charges of for a total of 419.62. This amount includes a late fee of 11.52. AUGUST bill shows a payment of leaving a past due balance of and current charges of for a total of 422.88. This amount includes a late fee of 11.98. SEPTEMBER bill shows a payment of and a balance due of her current charges only of due 10/11/ 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 made repairs in the central office and replaced the modemFrontier issued a credit of $towards Mr*** account

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
First of all I was told I would be getting a refund, then told I was getting $and now being told I am getting nothingThis should not be allowed by any company, it should be illegal
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: As a courtesy, Frontier has waived the $trip chargeFrontier has attempted to reach Ms*** on multiple occasionsFrontier was unsuccessful in reaching herWe 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.
I have dealt with these on going billing issues since May and nothing has been resolvedFrontier rep did call me on 9-27-and said she was going to do all of the above, however when I call Frontier all kinds of fees still reflect my billing and until I receive the Oct billing I am not going to believe that the issue has been resolvedThe reps on the phone continue to promise one thing and when I receive my billing it doesn't reflect with what they saidSo for me to say today that the issue has been resolved would be incorrectI called today on 9-28-and it still shows a past balance with late fees includedI need it in writing to believe anything Frontier saysThanks
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 when he placed his order he was not made aware that the duration of several discounts was only six
monthsHe stated he was assured that his bill would be a certain amount for two years with no introductory rates or discounts.He stated he had recently received notice that his six month discounts would be ending and that his bill would increase by $per monthHe stated he contacted an agent at Frontier who could not explain the increase and requested a representative at Frontier Social Media pull the callHe states he was advised that Frontier does not have the call recording and nothing could be done to assist him with his planFrontier has investigated the above statements and offers the following response: Frontier reviewed the promotions with Mr***- the DVR and router were free for the first six months and then billed at fifty percent off for months seven through twenty-fourThere was also a $bundle credit that expired after six monthsAll of the promotions and their corresponding ending dates were itemized on the billingMr*** decided to disconnect the TV service and keep only the internet serviceFrontier provided Mr*** with an e-mailed statement of what his pre-tax charges will be for the internet service and the router rental. 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,
*** ***

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*** advises that she was billed for a full month of service even though she wanted to end her service earlierFrontier has investigated the above statements and offers the following response: Frontier advises that Ms*** has pre-paid for her services and is eligible to continue receiving service thought the end of her billing cycle. Ms*** can always stop the disconnect if she changes her mindWe 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 reviewed Ms***’s account and found that she called on December 21, in regards to her promotion expiring and inquired if there was anything that could be done. The representative offered a rate of $plus applicable surcharges and taxes for yearFrontier advises
that the January 17, bill statement reflects current charges of $and an unpaid balance of $from the December 17th bill statement. A review of the current billing found that there were no promotional credits reflected therefore the current bill was higher than quoted. In reference to the unpaid balance, the customer only paid $on the December 17th bill although it reflected current charges due of $220.72. Frontier has issued credits totaling $and an order has been placed to add the missing promotions on the account. Ms***’s monthly recurring charge is $plus applicable surcharges and taxes through December 20, 2018. Frontier apologizes for the inconvenience caused to the customer and will be monitoring the bill going forward to ensure it is accurate as quoted

Per Frontier records, Mr*** called in on November 15, to inquire about downgrading his services by removing internetHe was advised that he was on a grandfathered plan by Verizon and if he made any changes the price of each component was subject to change and increase his rate.
Mr*** said he would advise after discussing furtherNo changes were made to the account. There aren’t any other notes on the account confirming that Mr*** called back to cancel service prior to February 6, 2017. No adjustments are warranted at this time. A Frontier agent tried reaching out to Mr*** for discussion but was unsuccessful. If he would like to reach back out to us, I can be reached at *** *** *** ext*** Thank you! Case closed