Frontier Communications Corp.

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,
*** ***

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 would like to be placed back on her previous plan for $per month Frontier has investigated the above statements and offers the following response: Frontier advises that an order was placed on January 18, to change Ms*** back to the Broadband Ultimate Internet service for $per monthFrontier advises that several attempts were made to contact Ms*** to discuss this issue further but was unsuccessful speaking to her further.Frontier has mailed Ms*** a letter with direct contact information if she needs any further assistanceWe 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

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,
*** ***

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:
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 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

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr*** account and has waived the early termination fee for his phone service on the account. This account reflects a zero balance.Frontier has contacted Credit Collection Services to
withdraw collection activity. Mr*** should receive a confirmation letter within business daysWe regret any inconvenience that *** *** may have 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

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. An email was sent back to Frontier accepting their offer. However, I did ask of what would happen to the countless mistakes made and the reps that made them. ESPECIALLY the installer that lied and said he left modem on my front porch. I still am not satisfied with that part of it. As soon as I find another telephone service in this area, I will be getting rid of Frontier and will NEVER use that company again. advertising and lying are not something I like in a company.
Regards,
*** *** ***

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 disputing his bill for services from Frontier Frontier has investigated the above statements
and offers the following response: Frontier advises that the correct price for the package that Mr*** subscribes to is $per month plus taxes and surchargesFrontier communicated the above information to Mr*** via telephone on March 23, along with direct contact information 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*** advises that he signed up for Frontier TV and internet services in September and was quoted
$112.00, including tax, and a promotion for free HBO for the first months. When he received his first bill in October 2016, it was $165.00, and he had been charged for HBO, which was supposed to have been free as part of the promotional offerMr*** advises that his next bill was for $135, which he still disputed because it was supposed to have been $including tax. As a result, he paid $86.00, and the rest of the balance was credited. He also advises that his next bills came out to $and $254.00, then found out that the promo codes that should have been added to his bill were invalid. Mr*** advises that he spoke with Frontier’s Retention Department, who got his bill down to $per month. His March bill totaled $219.00, of which he paid $170.00, and the rest of that balance was credited in order to zero out his balance. Mr*** also advises that he would like a refund for the $that he paid for the March bill. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was originally quoted $plus tax, then he called back to upgrade his TV package, so he could get some additional channels. For that upgraded bundle package, he was quoted $for the TV and internet services, and $plus tax for the services and equipment rental fees. Frontier advises that the customer was compensated sufficiently for his bundle package and gave him credit for the months that he was billed for HBOFrontier spoke with Mr*** on April 13, advised him of the amount he was quoted for the upgraded TV and internet package, to which he responded that there was a misunderstanding as to what was included in the packageFrontier offered him an additional $credit to compensate him for a discount that had dropped off, which he declined 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 she was charged for equipment that she was advised to throw away or recycle and was also assessed fees
beyond disconnect date Frontier has investigated the above statements and offers the following response:Frontier confirms Ms*** account was disconnected August 25, 2017.Frontier advises due to an isolated error Ms*** was misinformed about the disconnection process and equipment returns.Frontier has credited the equipment fees and rerated the account as last billing date August 24, leaving a credit balance of $that will be refunded via a check and it should be delivered within 14-business daysFrontier spoke with Ms*** January 5, and advised of the above 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this only partially resolves my complaint.
To their credit, a representative from Frontier contacted me to point out the location in one of their many terms of service statements of the disconnection feeI am disappointed by this seemingly arbitrary fee, but accept that it is inside their terms of serviceHowever, I believe that labeling such a fee as a "Residential Broadband Processing Fee" is disingenuous and deceptiveBy disguising the specific name/reason for this fee, the customer is likely to not understand that they are being charged for leavingI suspect that if it were described appropriately, there would be a greater negative response and rejection by customers (former), like myself who believe this to be inappropriate treatment when no service call is required.Thank you for your organizations follow-through and presence in the marketplaceI am not requesting any further resolutions on this matter.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: *** *** states that she has lost all functionality in April to the internet, TV, and phone
while using Frontier CommunicationsAfter several phone attempts I was able to have a service call scheduled. No one came to repair my serviceNow I am being charged a cancellation feeI would like Frontier to remove the cancellation fee and not tell me that my new provider, *** will reimburse me if I pay it Frontier has investigated the above statements and offers the following response: Frontier advises our system shows that on May 2, all services were disconnectedFrontier has issued a credit of $for the early termination feeMs*** will see this credit on her next statementFrontier sincerely apologizes for the inconvenience Ms*** experienced due to the converting of systems and losing services 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: Ms*** states that her bills has been increasing and when she called in she learned that she was on a contract which she was advised when she signed up that there were not contractsMs*** states that was also advised that if she cancels her service in the middle of the billing cycle the bill will not be proratedFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the promotion that Ms., *** will not be charged an early termination fee and we have made notes to her account.Frontier advises that part of the terms of service is that when an account is disconnected it will bill the customer until the end of the bill cycle and no prorated credits will be issued 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 Mrs*** bringing this matter to our attention The Complaint states that: Customer was upgraded from meg speed to meg speedCustomer states that her billing has been wrong since the
changesCustomer was promised a price of plus taxes Frontier has investigated the above statements and offers the following response: Customer will receive the price quoted starting on the 9/billCustomer is back on the meg speedI back dated the bill and gave customer dollar credit 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: 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

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

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 since April her Frontier billing statement has been $more than what she was
paying with VerizonMs*** states that she is being billed for the Regional Sports fee surcharge and was advised by Frontier she wouldn’t be paying this fee.Ms*** states that she wants her charges back to $a month like she had previously with Verizon. Frontier has investigated the above statements and offers the following response: During the transition from Verizon to Frontier, Frontier will continue to honor the promotional/ bundle pricing originally offered by Verizon through the promotional periodFrontier investigated Ms*** account and found that she had several promotions that expired after the transition to FrontierMs***’s telephone and television discount expired on July 17, This information was also printed on her monthly billing statements for Ms*** to viewIn an effort to keep programming cost low, Frontier charges a nominal fee to all subscribers with access to the Regional Sports Networks (RSN). Regional Sports Networks gives customers access to big-league and popular College athletic programs plus athlete interviews and talk showsAdditionally, packages that do not carry Regional Sports Networks (RSN's) do not have the feeThose packages are: Fios Locals, Custom Essentials and Mundo.Frontier provided an adjustment of $for a full installation fee that Ms*** was charged in error and removed the late fee of $on her August 22, bill cycleMs***’s Frontier price will be $plus taxes and surcharges until August 18, 2017.Frontier spoke with Ms*** on September 19, and advised the above information 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

The Complaint states that: Mr*** advises that he did not authorize the addition of HBO to his account in August of and he would like credit for the product back to its addition Frontier has investigated the above statements and offers the following response: Frontier
advises that Mr*** was taking advantage of a free HBO offer for a period of timeCharges began on his August statement once that free promotional period endedFrontier advises per our Terms of Service, a customer has days to report a billing errorAs a courtesy, we have offered Mr*** days of credit from the date he reported the issue, March 5, Frontier advises that we spoke to Mr*** to advise of the above on March 8,