Frontier Communications Corp.

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr*** called Frontier and placed a new installation order for FIOS Internet and
Frontier did a credit check and scheduled the installation but the installer never showed up. Mr*** advises that he called back into Frontier and was advised that he owed $even though he had never had FIOS before. Mr*** advises that he recently called Frontier again and attempted to get service and get the $cleared up and was advised he would need to pass a credit check just to look at his account and see if he owed a balance. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** had an account under ###-###-####and was disconnected on June 7, 2011. The service address was *** *** *** *** *** ** ***. Frontier advises that it was under Verizon at that time. Frontier advises that there is a balance owed of $679.82. Frontier has made several attempts to reach Mr***, unfortunately, our attempts have been unsuccessful. Frontier has mailed a letter with a direct point of contact should Mr*** need further assistance with his complaint 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 her bringing this matter to our attention The Complaint states that: *** *** states she called in October to inquire about setting up serviceThe rep took her information and informed
her that she was having trouble establishing service at her address and needed to speak to a managerShe never called her back even after leaving her a voicemail to see if the issue had been resolved*** *** called a few days later to follow up and was told she had an appointment for installation but at the wrong address and the package she inquired about wasn’t available in her area so she asked to cancel the order that was placed*** *** states Frontier placed a hard inquiry on her creditShe was not aware an inquiry was being placedShe disputed this with Equifax and they told her she needed to take it up with FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke to *** on February 13, and informed her they could not find an order number for her but would check with collections to inquire about the hard inquiry on her credit reportFrontier spoke to *** *** on February 14, and informed her that collections is working with Equifax to flip her hard inquiry over to a soft inquiryIt will be on her report but it will not affect her credit scorePer Equifax this request will take up to 4-weeks to completeWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that her 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
I have been in contact with multiple Customer service representatives and I have been told multiple time they would have this resolvedToday I recived a bill close to 4,At this point I would like to reverse all the changes made to our account and discontinue our internet or Receive the proper credits and have my account put on the proper rate planI would like a phone call ASAPYou can contact me at ###-###-####
Regards,
*** ***

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,
*** ***
Although I disagree that I owed Frontier additional money, I had no choice but to pay them since I can't afford legal council to fight this as well as my credit score to go down any further as a result of trying to dispute their claimIf I had known it was no use in trying to fight such a large company, I would have paid the bill sooner and not had my credit ruinedI hope that Frontier will keep their promise to make things right with my credit report

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 Frontier he spent four hours with tech support trying to get his internet
fixedIt took over a week.Mr*** advises he deserves more than $credit for being on phone and having to wait over a week, and a half for Internet. Frontier has investigated the above statements and offers the following response: Frontier advises Mr*** *** has been informed that Frontier credits the amount of the product per day onlyFrontier has spoken with Mr*** on October 7, 2016, and advised a courtesy credit will be given to the account on *** StIt will appear on the next billFrontier has resolved the problem of this account on *** Stand Mr*** has agreed to allow Frontier to follow up with him on the other account, at *** Drit is separate billing, and a different account. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

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 has been having ongoing connection issues with her Frontier Internet service. Frontier has investigated the above statements and offers the following response: Frontier advises that on July Ms***’s Internet service was upgraded to a higher speed planThis higher speed plan should help Ms*** with her connection issues. 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 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate bringing this matter to our attentionThe Complaint states that: Ms*** advises she requested the service that was in her deceased husbands name to be disconnected.Ms*** is disputing the
balance of $Frontier has investigated the above statements and offers the following response: Account notes indicate Ms*** requested the service to be changed from *** *** in to her name.Account number ###-###-####(This is for services provided under *** ***) bill date 11/28/shows previous balance $186.35, payment received $94.63cr, other charges and credits $4.50, balance forward $96.22, new charges $54.46cr leaving a balance due of $Account number ###-###-####for services billed 11/28/17-12/27/for $This was for a minimum day billingOn February 1, credits totlaing $were appliedThis leaves a balance of $for services provided from 11/14/17-11/20/and for directory assistace chargesAt this time all warranted credits have been appliedWe 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.Frontier Specialist: Amy Buchanan Department: Consumer Relations Telephone Number: *** ** *** Fax Number: ###-###-####

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
In talking with the executive director he said yes there were a lot of wrongs done and he was sorry for the unprofessionalism, however he still said the charges would stickI felt he was more interested in why I cut my services with them rather than the situation at handI just want my money back that I paid for services I didn’t receive.
Regards,
*** ***

Thank you for referring the complaint of *** B *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that:
• Mr*** stated that he never agreed to the Residential Broadband Processing Fee and that he wasn’t using Broadband• Mr*** stated that fee wasn’t disclosed on his billsFrontier has investigated the above statements and offers the following response: • Mr***’s bill notices advised to review our Terms and Conditions of serviceThe Residential Broadband Processing Fee information is provided under these terms• Mr*** used the Fios Data (a.k.aBroadband)• Adjustments totaling $have been applied to Mr ***’s accountWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr***’s 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 attentionThe Complaint states that: *** *** states the installation appointment of service was missed and was out of service for a period of time
Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate installation of service was completed on January 15, 2018.Frontier advises a follow up has been set for the next generated billing cycle to make adjustments to the account.Frontier advises that it has spoken to *** *** on January 19, and advised of following up on the account for adjustments.Frontier advises a voicemail was left at MsJohnson’s can be reached number on January 326, reminding her of the follow up on the account.Frontier advised Ms*** has a direct contact information to Frontier concerning her accountWe 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 Ms*** *** to our office for reviewWe appreciate Ms***
bringing this matter to our attention The Complaint states that: Ms*** is disputing her quote for Frontier servicesFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on March 26, and advised that the promotion price quoted was correct. Frontier advises that the promotional discount is for one year. Frontier offers promotions on pricing and services to new and existing customers at various times throughout the year. Customer may contact Frontier Customer Service at any time to inquire about eligibility for current promotionsWe 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*** A *** to our office for reviewWe appreciate Mr*** A *** bringing this matter to our attention The Complaint states that: Ms*** *** explained that she filed a Revdex.com complaint on behalf of Mr*** A ***Ms*** explained that Frontier deducted $from her checking account without her consentFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** A *** on September 7, Frontier explained that we would need the electronic transmittal, which will provide a more detailed listing of the transactionFrontier was unable to locate the $deductionFrontier is unable to complete our payment investigation until Mr*** A *** provides proof of payment requestedMr*** A *** would need to email it to *** and include PI ***.On July 24, Frontier requested the electronic transmittal, which will provide a more detailed listing of the transactionFrontier was unable to locate the $deductionFrontier is unable to complete our payment investigation until Mr*** A *** provides proof of payment requestedFrontier has not received requested informationWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** *** and Mr*** A *** has experienced as a result of the above matter

Thank you for referring the complaint of *** I *** to our office for reviewWe appreciate her bringing this matter to our attention. The Complaint states that: *** I *** states her home phone and internet has been out for two months*** states tech never
showed on November 29, but was informed her trouble ticket was dated for December 7, A Frontier representative informed her that a tech came out on November 30th but said it was a bigger problem than expected and they needed more time so it was re-dated for December 7th*** was unaware of the change in date*** I *** states her kids are home schooled and need the internet up and running to do school work Frontier has investigated the above statements and offers the following response: Frontier spoke to *** I *** on December 7, and *** stated her internet is now working but the speed is slowFrontier advises *** I *** that internet service speeds are based upon many factors including network congestion, customer location, customer equipment.Frontier tested speed and found that internet speed is within range that her address is capable of* I *** understands her address is capable of as fast as Meg and this is the best option for her at this timeShe authorized closing complaintWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that she has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s Voip profile for services needed to be resetFrontier advises that Mr***’s services were restored on 4/26/A Frontier representative has contacted Mr*** and confirmed
working service.Frontier has issued a credit of $to reflect on the customer’s 5/10/statementWe 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 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

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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** is disputing the amount of her monthly chargesMs*** believes her balance to be incorrect based on past conversations with Frontier representatives and the monthly quote she was previously givenMs*** also disagreed with having a past due on her accountFrontier has investigated the above statements and offers the following response: Frontier shows Ms*** monthly billing amount to be equal of what she was quotedCurrently, there is no past due amount on Ms.***’ bill Frontier has tried to reach Ms*** several times with no success, we have left several voicemails and have sent out a letter of contactWe 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 Communications has received notification of a complaint from the above individualAccording to the complaint: •Ms*** expressed concerns regarding FIOS video and data billing for the months of December 2016, January and February She advised that she's billing more than was
negotiated when she spoke with a Frontier agent to rebundle her services• Ms*** states that she is dissatisfied with her experience so far as a Frontier customerFrontier has investigated the above statements and offers the following response: • Records indicate Ms*** billed Select HD TV programming along with a HD DVR in errorThose features were removed on February 7, with order number • A Frontier representative spoke to Ms*** on February 7, and Select HD TV and MDVR were removed and discounts were replaced with new onesGoing forward, Ms*** would bill approximately $per month including taxes• As a courtesy, adjustments for FIOS video charges totaling $have been issued for the January and February billing statementsPlease allow 1-billing cycles to post• A Frontier agent already adjusted the December statement in the amount of $of which posted to her February billing statementA Frontier agent tried reaching out to Ms*** to correct the records. Per the complaint, she advises that she would like the Select HD TV programming of which is a grandfathered Verizon plan and is no longer available. If she were to get the next plan which is the Preferred HD TV programming, her bill will increase by $10. Since we were not able to reach Ms***, no changes were made to her account.We sincerely apologize for the trouble the customer experiencedIf Ms*** has any additional questions, please contact Shabrenia W*** at ###-###-#### EXT 111-We trust that this information will assist the Commission in closing this complaint

Frontier has investigated the above statements and offers the following response:
• Frontier’s Technical Supervisor advises that Ms*** is served by our *** *** ** *** *** That site is a TA1248A with gigE uplink to the Paw Paw CO TAAggregatorFrom there it jumps on the NG network
which is trouble and congestion free
• Technicians were dispatched on 09/01/to investigateThey found a bad inside wire at the modem jack that was causing the frequent disconnects
• The trouble was inside the home and not in Frontier’s equipment or network
• Since the repair she has not had any interruptions in service
We regret any inconvenience that *** *** may have experienced as a result of the above matter.”