Frontier Communications Corp.

Frontier has investigated the complaint and offers the following response: Frontier internet service in Redkey, IN is currently cappedThis means that the server is at capacity and Frontier is unable to add any new customers.Frontier has refunded the $deposit and has advise Ms***
that she is on the waiting list for available service.A representative from Frontier advised Ms*** of these details

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 *** *** 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 find that this resolution is satisfactory to me so long as Frontier follows through with the offer that was presented to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partially satisfactory to me. I have attached a bill that still shows $pass due which is in errorI would hope in good faith Dawn H*** with Frontier can follow through and remove the last bad charge.Also I would like to add the things that Dawn H***, Frontier representative of the President, failed to include in the response from the business for the recordI feel Frontier'sresponse was very misleading and incomplete!So this is what I was put through after Frontier Communications took over from Verizon.1) All my TVs stopped working after Frontier took over from Verizon.2) My DVR stopped recording and we where unable to watch any recordings.3) My phone lines where cut off by a Frontier Technician connection trying to fix the TVs.4) After the phone lines where fixed they where cut off again by a different Frontier Technician trying to fix the DVR.5) Spent NUMEROUS hours on the phone with Frontier representatives I could hardly understand, very bad English.6) During the periods of no phones my alarm system could not dial out in an emergency, I did not sleep well knowing we where not protected.7) Spent a day waiting for a Frontier Technician to show up an install an outlet whom never showed up and Frontier had enough nerve to charge me $150.00 for a day I wasted.8) Spent a second day waiting for a Frontier Technician to show up an install an outlet whom never showed up and Frontier had enough nerve to charge me $150.00 for a day I wastedNow I was being charge $dollars.9) Started receiving threatening letters if I did not pay my services would be cut off.10) The bill increased to over $which was very stressful in itself, because of charges not partial payments as Dawn H*** stated.11) No matter what Frontier states about the cable that was finally installed it is a very sloppy job which I could have done better myself, that's what I get for being too nice to Frontier's Technician and settling for poor workmanshipI should have sent him away saying no outlet no install.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
*** experienced an outage with his television servicesMr*** was unhappy with the amount of credit he was given for the issues. Frontier has investigated the above statements and offers the following response: Frontier has resolved the issue with Mr***’s television service and has issued an additional two months credit to Mr***’s bill totaling $103.96. 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 rebuttal from *** ***. We appreciate you bringing this to our
attention.As we previously stated: Our records indicate that the customer’s account was
disconnected on August 15, 2016. We have
requested that the refund check of $be mailed to the customer’s mailing
address on file. Frontier Communications sent a request dated December 21,
to the credit reporting agencies to delete this account from his credit
report via AUD#***We requested that a copy of that deletion be mailed
and emailed to the customer for his records.We spoke to the customer on February 17, and reviewed
the above information with him. The
customer is satisfied. He has my contact
information in the event he has any further issues.If the customer has any issues with the removal of his
account from the credit reporting agencies or not receiving his refund check,
he can call me directly so that I can address any further concerns.Our response remains the same. Again, we apologize for any inconvenience the
customer may have experienced. Frontier Executive Relations

Frontier has investigated the above statements and offers the following response: Frontier advises that there is a minimum requirement for consumer that install service and disconnectIn addition, Frontier has a disconnect fee of $for any customer disconnecting an internet
product.As a courtesy, Frontier has waived the installation charge for Ms*** in the amount of $In addition as a courtesy, Frontier has prorated the charges for Ms*** to reflect days of service, since she had service from February through February 23, 2016.At this time, the balance due on the account is $for days of service, $disconnect fee, $modem processing fee, and applicable taxes and surcharges. 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 ** *** to our office for reviewWe appreciate him for bringing this matter to our attention. The Complaint states that:** *** states that he has had service outages and was told he would receive credit but has not received credit
Frontier has investigated the above statements and offers the following response:Frontier has been unsuccessful in our attempts to reach ** *** after leaving several messagesWe have sent an email with our direct contact information.Frontier has reviewed ** ***’s account and has issued credit for the days out of service in the amount of $25.00. 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises she is receiving a bill for Verizon long distance from a phone she disconnected on
September 30, Verizon keeps referring her to Frontier and Frontier advises she needs to contact Verizon Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on February 15, 2017, and advised that Frontier does not provide service in Gainesville, Florida were her cancelled phone service was locatedMs*** advised her cancelled phone ###-###-#### was with AT&T and her Long Distance provider was VerizonThe bill she is receiving is form Verizon Long Distance.Frontier explained that we did not purchase Verizon Long DistanceWe advised Ms***, that we would advised the Revdex.com that her complaint should be served to Verizon 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

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter
to our attention The Complaint states that: After several calls to technical support, Ms*** canceled her Frontier services on September 22, 2016, after being out of services for daysMs*** was advised she would be credited for the days out of service, as well as being refunded for the services paid in advance of the termination dateAfter canceling the account, Frontier billed again for a full month of service and pulled the amount out of her account. Ms*** incurred a $overdraft fee from her bankMs*** has contacted Frontier several times in an attempt to resolve this Frontier has investigated the above statements and offers the following response: Frontier records indicate Ms*** had a phone and internet account. Ms*** reported no internet service on September 14, 2016. A second report on September 16, was also for no internet servicesThe second trouble report was cleared on September 17, 2016, with a note that the internet was confirmed to be working at that time. Ms*** was provided credit for days of time-out-of-serviceThe credit was applied to the account in the amount of $Ms***’s bill generated on September 25, with monthly charges. The payment was automatically generated and was paid to Frontier on October 18, Each bill statement advises that Ms*** is on an autopay, and the date the payment is dueFrontier received a request to port out Ms***’s phone number to another providerThe port out occurred on September 26, 2016. The bill statement of October 25, reflects prorated credit on the account back to the date of disconnectionIn this instance, Frontier has credited the account for $for the overdraft fee.Frontier will be refunding the credit balance on the account of $This can take one to two bill cycles to processWe 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: Brian M*** Department: Customer Relations

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
*** was quoted $monthly recurring charges plus taxes and
surcharges for the triple play package with equipment includedMr
*** monthly statement in July reflects $453.96.Mr
*** would like the quoted price of $honoredFrontier has investigated the above
statements and offers the following response:Frontier reviewed the account and records indicate the promotions that were promised was not active on Mr*** accountFrontier has activated the promotions to reflect the quoted price of $monthly recurring charges plus taxes and surcharges on July 4, Frontier has called Mr*** in issued the proper amount of adjustments on the July statement of $202.78.Frontier will follow up with Mr*** on September 7, to make sure the monthly recurring charges are reflecting at $plus taxes and surchargesWe 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.Frontier Specialist: S
R*** Department:
Customer Relations

• Frontier’s Local Manager has advised that Ms***’s service was installed 09/22/and is working• Frontier has issued a missed commitment adjustment in the amount of $that will appear on the next billing statement• Frontier does apologize for any inconvenience caused

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,
*** ***
Although I received a prompt response from a representative at Frontier, this problem is still not resolved. I was advised to complete a name change on the account, which I initiated on Monday 13thI was told this should take 24-hrs to completeHowever, after calling again on Thursday, I found that the account name was still in the wrong name and I cannot complete any orders for the 2nd internet lineI won't be able to release this complaint until the matter is corrected and our internet service is installedThen, I will consider the matter closed

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,
*** *** First I have had these problems ever since beginning service with Frontier they would send a a tech out and say it's this and it's that and the problem was never fixedSecond every tech sent out told me specifically they could not do anything about the problem until Frontier upgraded the switchThird the techs told me also that Frontier will not upgrade the switch do to only a people receive service from that switchFourth where I live you can't get a clear enough view of the southern sky to receive a clear signal it would more money for basically the same problem that I have nowSo the solution they gave will not work

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
1.) leaving a message stating your time frame is at least another monthbut not within a monthMeaning expect to get internet between a month from now and wheneverthat isn't s time frameThat is a line given to attempt to appease someone2.) My order has been on hold for months nowPromising to hold the account is nothing new and resolves nothing3.) I did receive messagesthe second message stated that I should be expecting a personal call from Mark when internet is available and if I had any questions I could call backI have no questions except for the questions that still haven't been answered by frontier
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: A Frontier consultant has been in direct contact with Mr*** and updated his e-mail address to ***Mr*** is aware the amazon promotion code was resent to this e-mail addressThe
customer was advised that a one-time lump sum adjustment for $will applied to the account within 2/billing cyclesMr*** was advised that that rate will be $before tax for one year

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

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
Their response is proof positive of how unwilling they are to fix the problems they've created I have not made a payment since September merely because they had a credit my account for overcharging meYou can see this new previous complaint, (complaint # ***)Their excuse for my service fluctuating from time to time due to upgrades is an unacceptable non-explanationIf you look at the JPEG you can see how little Internet I was receiving for what I've paid forPoor internet speeds & my Internet constantly turning on and off have occurred for a very long time, but it got really bad in the months of January and February of this year I was in constant contact with them trying to figure out when they're going to fix my Internet and grant me my request for a new modemThey had continued to promise me that it will get fixed right away and that my modem was coming any day now to no avail Every promise that a customer service representative has given me has never come to fruition They did promise me a credit back for the month of January and February, due to the extremely poor serviceAnd I also know for a fact that they have made the same promise to other frontier customers in my communityI also know they lied to these customers, because these customers are extremely angry and there is talk of a class-action lawsuit Our homeowners association advised frustrated frontier customers to file a complaint with the utilities commission, which we have also done
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that: *** could not get a replacement set top box to work and called customer service for repair assistance and
experienced long hold times on 04/28/Frontier missed repair commitments to go to the home and get the set top box working on 04/29/and 04/30/*** again experienced long hold times and transfers when calling about the missed appointmentsFrontier has investigated the above statements and offers the following response: Repair appointments were missed on 04/29/and 04/30/and trouble with the set top box was cleared on 05/02/A $credit was issued on the account due to the multiple missed appointmentsFrontier attempted to reach *** *** at telephone number on 05/06/2016, 05/10/and 05/16/regarding this Revdex.com complaintMessages with our contact information were left on each attemptA Call Me e-mail was sent on 05/10/to e-mail address ***As of today, there has been no response to the e-mailWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of this experience