Frontier Communications Corp.

Per Frontier records, the *** were billed $for a Gateway Router on the December 13, billing statement. They had upgraded their service on November 30, and decided to keep their previous routerA new router was billed to the account in error. A Frontier agent
issued a credit for the router and it was approved on January 13, 2017. the credit for the router is $with tax. An additional credit was also issued for an error in the monthly billing for the FIOS services in the amount of $94.17. The credits have not posted to the balance on the account as of yet, however, will post to the February billing statement. Frontier's Collections agent has placed a claim on the *** account for the total credit of $310.66 to allow credit to post to balance. A Frontier agent spoke with Mrs. *** to advise of the process mentioned above. Mrs*** understands and is satisfied with the resolution. Mrs*** has been given my number of *** *** *** ext *** *** if she should have any future questions or concerns. Case closed

Frontier has reviewed Mr***’s account and found that contact was made with our Technical Support department on March 17, in regards to being unable to connect to the internet. The consultant performed troubleshooting and placed trouble ticket #*** with a due date of March
22nd. The trouble ticket was escalated for March 18th which reflects that the technician completed the ticket and contact was made with the customer Contact was made with our Technical Support department on March 19th to report slow internet speeds and frequent disconnects. The consultant placed trouble ticket #*** with a due date of March 21st. March 19th the ticket was reviewed reflecting that there are no alarms showing on the ONT and the ticket was closed March 21st contact was made with our Technical Support department advising that a technician did not show up today. The consultant found that the trouble ticket was closed reflecting no alarms were found on the ONT. Trouble ticket #*** was placed with a due date of March 23rd. March 23rd the technician replaced the ONT; switch to an Ethernet connection; the service tested good; and contact was made with the customer Credits totaling $have been applied to Mr***’s account for the missed commitments and time without Internet service Frontier apologizes to the customer for the inconvenience

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 a few months ago she was offered services through Frontier at an advertised price
She paid a deposit of $that day for the servicesA few days later she was informed that Frontier could not give her service in her areaShe had asked for a refund of her deposit and she was told that it would be refundedShe would like her deposit of $refunded Frontier has investigated the above statements and offers the following response: Frontier processed an order on February 25, for new service and took a deposit of $from Ms*** on that dayFrontier could not supply Ms*** with service at her locationFrontier refunded the deposit of $back to the same card she paid the deposit with on March 2, Frontier spoke to Ms*** on April 13, and advised her of the reference number for the deposit credited back to her card and advised her to call her credit card company to research 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 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: • Since the transition from Verizon to
Frontier, Mrs*** bill increased so in August 2016, she requested to discontinue her service. • She made some payments along the way while attempting to obtain a final bill, however it’s been over days since her request to disconnect and she is still receiving monthly bills with her current balance at $Mrs*** has had *** for over months. • Mrs*** is requesting that the billing stop and that the bill be adjusted for service that Mrs*** didn’t have or use Frontier has investigated the above statements and offers the following response: • Frontier issued adjustments totaling $to the account for overbilling. Notes from 8/state that Mrs*** requested a credit for the phone service because she stated she only had the phone to get the discount on the triple play package. The representative notes that she issued the adjustment to save the customer from disconnecting. She did not disconnect that day. The account was finally disconnected 9/13. Payments made on the account from the time Frontier took service over from Verizon were $received 4/which covered the March bill. $received 5/which covered the April bill. $received 6/which covered the May bill and $received 8/which covered the June bill. July and August are still outstanding at $+ $= $416.41. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** *** 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: Ms*** had been without Internet service since February 2, 2017. She had trouble getting modem replaced Frontier has investigated the above statements and offers the following response: Frontier found that Ms*** received a new modem and contacted technical Support on February 25, for assistance in setting it up.Frontier issued a one month Internet service credit to Ms*** for $due to the amount of time she waited for modem to arrive.A Frontier Representative left a voice mail for Ms*** with contact information if she had any further questions or concerns.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*** advises that when she initiated service she was quoted $for a monthly recurring rate for monthsMs*** advises that her first bill was incorrect and much more than it should be Frontier has investigated the above statements and
offers the following response: Frontier advises that a credit in the amount of $was issued to Ms***’s account on July 20, 2017. Frontier advises that her monthly rate has been corrected and now reflects $a month for monthsFrontier spoke to Ms*** on July 20, and advised of the above

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. We did talk to a new representative by phone and she [Amanda] resolved our dispute but it still took months and many hours on the phone contacting Frontier to finally get resolution
Regards,
*** ***

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 she was advised by Frontier not to pay the revised amount until she received a revised billShe states she never received a revised bill from FrontierShe states Frontier falsely placed a negative claim on her credit reportFrontier has investigated the above statements and offers the following response: Frontier was unsuccessful in reaching Ms*** by phone and e-mailFrontier has previously explained that, if Ms*** pays the $178.49, we can issue a paid in full letter that will state the debt is satisfiedThis final account does reside with Frontier at this timeMs*** stated that she wants the account entirely deleted from the credit bureau and wants a letter stating thatOnce an account has been reported to the credit bureau, a deletion of the account can only be done if the account was credit reported in error. 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised when he renewed his service with Frontier he was advised if he moves out of the area he would not
have an early termination feeFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on November 1, 2017, and reviewed compliant.Frontier advises Mr*** received monthly discounts based on a two-year term agreementSince Mr*** ended service before the term agreement end date of 02/06/an early termination fee applies. 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

A Frontier Representative has successfully contacted Ms***.After further review, Ms*** was offered the FIOS 150/with a saves credit that would last for monthsWhen this was added, it removed her other promotions she was receivingAfter the call review with the supervisor, Ms
*** was quoted $before taxes due to the supervisor did not quote a router fee or a set top box receiver fee.Frontier will honor the price of $before taxes for Ms***.The representative added HBO free for months for Ms***.Ms*** received a total credit amount of $due to the misquote, other services she did not request, an activation fee, and incorrect proration from switching her back to FIOS 100/from FIOS 150/150. Tell us why here

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mr*** is stating he had difficulty getting services installed.After waiting for tech appointment we could
not complete the job and did not scheduled his appointment for the next day.Frontier has investigated the above
statements and offers the following response:Frontier records reflect that customer tech dispatched out on 11/16/however additional work was neededAs of 11/25/customer services was installedOur records reflect that a courtesy credit was issued on the customer’s account in the amount of $100.This credit reflected on the customer’s November bill statement.We have spoken to Mr*** and apologize for the inconvenienceWe 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 Specialist: Tocoma
K. Department:
General Manager

Thank you for referring the rebuttal for *** *** to
our office for review. We appreciate you
bringing this matter to our attention.The account notes from April 24, state that ***
called to disconnect her services. She
told the representative that she was offered a better deal with Comcast. Per the customer’s request an order,
042846285, was processed.The customer’s June 19, billing statement reflects a
total due of $The balancing owing is not for (4) days, but for (30)
days which is the minimum billing periodThe customer’s May 19, billing statement reflects
previous balance of $285.76; new charges $CREDIT; total due of $
The $CREDIT was for the period of May 12, through May 18, The customer’s April 19, billing statements reflects
total amount due of $The bill included one-time charges of $
which included the work that the technician did at the premisesThe minimum billing is for days; therefore, the charges
of $are valid and sustainedWe have called the customer and left our direct contact
information. Frontier Communication

Thank you for referring the complaint of Mrand Mrs*** to our office for reviewWe appreciate them bringing
this matter to our attention The Complaint states that: The phone service has had a loud dial tone while they were talking to someone. This has been an ongoing problem Frontier has investigated the above statements and offers the following response: Frontier worked on splicing and repairing bad cable and replaced an aerial drop. This job was completed on February 17, 2017. Frontier has put a discount of $on the ***’s billing cycle that will be a recurring discount for years. A Frontier Representative has called and left a message with contact information and informing of the discount being applied. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrand Mrs*** has experienced as a result of the above matter

Revdex.com:
I thought frontier had resolved this issue, then I was mailed out another bill, it was reduced from the original bill that I had a complaint onfrontier reassured me that the bill had a zero balance and frontier was sending me a statement that reflects a zero balancefrontier did not Honor their commitment to what was resolved The bill was just reduced by a few dollars and I was still charged for the service, I did not receive..frontier says one thing and does anotherThis is not good business for our town or the community in which I live inTheir are others on social media, Facebook, Twitter and other sources that agree with this so called resolutionCan anything be done about this matterThank You*** S*** *** ** *** *** *** *** Illinois, ###-###-####call me day or night to see if we can this done right the first time, not a on going matterOnce again thank you *** S***
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: MsRiley indicates that Frontier improperly charged her internet after deactivating service. Ms*** indicates that Frontier did not provide a refund in a timely manner Frontier has investigated the above statements and offers the following response: Frontier records confirm MsRiley was deactivated on September 9, 2016. Ms*** has been given appropriate credits on the October 7, invoice for the charges of $billed from September 10, to October 6, as well as out of service credits.Frontier will refund a credit balance of $pending on the account. Frontier’s refund policy is to issue a refund 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.A Frontier Customer Service Representative left messages for Ms*** to discuss the resolution on October 14, 2016. The Frontier Customer Service Representative provided direct contact information and will continue to assist Ms*** with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again 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 merchandise came from a third-party: *** *** *** ** *** *** *** ** *** However their involvement was strictly limited to shipping the product to me It was frontier communications that recommended the item and they are also the ones who collected the
payment from me I'm so relieved that you are looking into this matter with me Please let me know if you need any additional information or explanation###-###-####

A Frontier representative has contacted Mr*** successfully.After further investigation, Mr*** has permanently disconnected services with Frontier on 02/20/Mr*** was on automatic payment and this was not cancelled prior to disconnecting services with Frontier.Frontier advises
that while the last billing cycle is being processed the option to remove autopay is unavailableAutopay is automatically disconnected upon the completion of service cancellation but must be cancelled prior to disconnection to avoid autopay collection for the last billing cycleFrontier would need verbal consent to remove automatic payment for Mr*** before services are permanently disconnectedMr*** received a total credit of $for prorated credits that were not applied to his account when he switched to different pricing.The final balance owed with Frontier is $due to Mr*** cancelling the payment of $through his bankTell us why here

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 responding to our complaintFrontier has agreed to reimburse some of the money, but after reading their reply I still feel they are not accurate in their commentsFrontier takes figures and adjusts them to their benefit and does not make it clear to the custumersVerbal agreements are not being honored for a yearly agreement but instead claim it is only a one month by month agreement, giving them the option to change the contract amount at any time they wantA customer should be able to get some type of written agreement which Frontier would not giveBecause of their deceitful dealings, we are very unhappy with them as a company and are ending out TV service with themWe would like it to remain on their record that they have poor customer service and dishonest billingThank you for hearing our complaint.*** ***

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 her promotional discounts expired in November causing her bill to increase Frontier has
investigated the above statements and offers the following response: Records show Ms*** subscribed to FiOS Digital Voice, FiOS Internet 50/50, FiOS HSI Equipment, FiOS DVR Service, FiOS Preferred HD for $273.97. This excludes promotional discounts and applicable taxes and surchargesRecords show Ms*** received the following promotional discounts $14.99cr, Equipment Promo Term $12.00cr, FiOS Promotion Term through 12/03/$ 20.00cr, FiOS Video Promo term through 12/03/$49.99cr, FiOS Promo Term through 12/03/$25.00, FiOS TV Promo $10.00crThis brings Ms***’s monthly rate to $after taxHowever this excludes any premium channels, PPV/VOD purchasesAccount research shows Ms*** has carried a past due balance since bill date October 5, 2016.Records show on bill date Ms*** was billed previous balance $333.89, payment received $165.53cr, balance forward $and current charges $for a total of $511.59. On bill date January 5, Ms*** was billed: previous balance $511.59, payment received $165.53cr, balance forward $346.06, total new charges $for total amount due $621.21.Account research shows Ms***’s service was suspended for non-payment on January 24, Records show service order *** completed February 1, disconnecting service, effective January 24, 2017. At this time all warranted credits have been applied, Ms*** has a balance payable and due of $636.11. A Frontier representative attempted unsuccessfully to reach Ms*** A contact letter was sent on February 24, 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 Frontier Specialist: Amy B*** Department: Consumer Relations