Frontier Communications Corp.

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 was billed an Early termination fee when he was out of contract at the
time of his requested disconnect.Mr*** states that he spoke with multiple Frontier representatives and was unable to get resolution to the issue Frontier has investigated the above statements and offers the following response: A review of this account shows that credits in the amount of $have been adjusted to Mr***’s account to offset the early termination fee in question.A Frontier Communications Representative has contacted Mr*** and apologized for the customer service issues he had while contacting Frontier to resolve the matter of his disputed Early Termination Fee.A Frontier representative has contacted Mr*** and confirmed that this is a satisfactory resolution to the complaint 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 was promised no increase to the internet price for the first five years; however, his bill has
increasedMr*** also advises that he was billed for a reconnect fee and he doesn’t know why it was billedMr*** also advises that if his services were disconnected, he should not have been billed for service during those daysMr*** states that he has not received any adjustmentsMr*** advises that he was billed for a full month of service even though he wanted to end his service earlierFrontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was on a promotion that had a 3-year term which ended on March 4, Frontier advises that the term dates are printed on every statement that is provided to Mr***Frontier advises that a notice was sent to Mr*** on February 6, advising him of a past due balance of $with a final payment date of March 3, to avoid interruption of serviceFrontier advises that the payment was not made by the final payment date and the services were temporarily suspended on March 5, Frontier advises that a payment in the amount of $was made on March 8, and an order was processed to reconnect the servicesMr*** was billed a reconnect fee of $Frontier also advises that an adjustment in the amount of $was applied to Mr***’s account that was reflected on his March 16, statement for the time out of serviceFrontier advises that Mr*** had pre-paid for his services and was eligible to continue receiving service through the end of his billing cycle.Frontier spoke with Mr*** to review this information with himWe 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 you
bringing this matter to our attention.The Complaint states that: Mr*** states that he was advised that it would take days before his internet services could be
restoredFrontier has investigated the above
statements and offers the following response:Frontier advises Mr***’s internet services is working as of April 11, 2018.Frontier records reflect that a courtesy credit of $has been issued toward Mr***’s account for his inconvenienceFrontier representative have spoken to Mr*** and confirmed services are working and credit has been issuedWe 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 ManagerTelephone
Number: ###-###-#### 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 so long as Frontier follows through with the offer that was presented to me.
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*** states he is being charged a higher price for his Frontier Internet, telephone and television services than what he was quoted by a Frontier representative Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on June 29, and apologized for any inconvenience this may have caused him Frontier has added the proper discounts to Mr***’s account. Mr***’s future bills will reflect the correct pricing of $plus applicable taxes on his next bill cycle Mr*** has been notified of the above and he is satisfied with the results If Mr*** has any additional questions, please contact Katherine H***, ###-###-####, Extension ***, who is handling the resolution of this issue 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 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: It is practices for Frontier to offer new customers promotional pricing to obtain their businessFrontier promotional offers are not indefinite and they do have term datesMs*** established
Frontier services on September 01, with a monthly reoccurring charge of $before taxes and surchargesMs*** received a $Vantage TV promotional discount for one year.After Ms***’s initial promotion expired as a courtesy Frontier offered her month value customer credit in the amount of $30.00.The $quote was invalid due to the representative stacked both the new customer and value customer promotions togetherThese discounts are not stackableMs***’s Frontier account has the monthly reoccurring charge in the amount of $before taxes and surcharges until February 26, 2018.Frontier has provided an adjustment in the amount of $for the last months of late feesThe balance on the Frontier account is in the amount of $due by April 3, to avoid any other late fees to the accountFrontier has been unsuccessful in reaching Ms*** however a detailed message was left with contact information We regret any inconvenience that Ms*** may have experienced as a result of the above matter

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Customer submitted a request to disconnect service, but he continues to be billed. Mr*** received a September invoice with a balance due from Frontier.Frontier has investigated the above statements and offers the following response: Frontier records confirm order number *** was submitted to disconnect Mr***’s service as of June 16, 2016. The last bill was generated on September 7, and the credits were issued to zero out the account balance on September 27, 2016. The customer now has a zero balance on the account.Frontier spoke with Mr*** on October 12, and confirmed he is satisfied with the resolution.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 Mr*** has experienced as a result of the above matter

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that while not satisfactory, the business is clearly not going to do more or acknowledge their erroneous information and I will look for an alternate service provider as a result of their questionable billing and terrible customer service
Regards,
*** ***

I just wanted to inform you that I am completely satisfied with the additional step the business took

Tell us why hereThank 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 there was a $increase in his bill with no explanationFrontier has investigated the above statements and offers the following response:Frontier advises that a bill message was printed on Mr***’s October and November statements advising of a $increase to the Internet service to begin on the November statement. Frontier spoke with Mr*** on December 13, to review this information with him 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 ***
*** bringing this matter to our attention The Complaint states that: Ms*** states that she requested to cancel her service in May however she continued to be billedMs*** wants the account credit to a zero balance since she made her final paymentFrontier has investigated the above statements and offers the following response: Frontier review the account and we have issued a credit on the account of 18.91.Frontier called and spoke with Ms*** to advise that credit was issued, the account was cancelled in June and was backdated to May 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 Mr*** bringing this matter to our attention The Complaint states that: Customer has had TV issues since April Called in to have the services repaired and was promised a credit
onto the account in the amount of Credit was not issued on the account for the customer Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and there was a credit that was supposed to be placed on the account in the amount of Frontier placed the credit on the customer’s accountThis will reflect on the next customers billing cycle 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

August 15, 2016Revdex.com Complaint: ***Thank you for
referring the complaint of *** *** to our office for reviewWe
appreciate your bringing this matter to our attentionOn July 22,
an order was issued to disconnect the customer’s service. Mr*** advised he requested the
cancellation of service on May 8, when Frontier could not deliver service to
his new address.A credit in the
amount of $was submitted for May and June billing statements
respectivelyAny additional credit will be issued upon confirmation and
receipt of the final billSincerely,Amara H.Frontier
Customer Relations Specialist/GM Specialist

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** advised Frontier that she had subscribed to an unlimited Local and Long distance phone plan
but she continues to receive billing for her Long Distance CallsMrs*** advised Frontier that she would like to have her balance corrected and her billing fixed going forward Frontier has investigated the above statements and offers the following response: Frontier reached Mrs*** and apologized for the error in billing.Frontier issued all necessary adjustments to the account and removed any late fees and long distance charges from her balance.Frontier has also taken the necessary steps to correct Mrs***’s billing going forward and has confirmed that her statements will bill with the unlimited local and long distance plan she had originally requestedWe 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

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.*** ***

According to the complaint: Mr*** is disputing a $service visit fee billed by a technician visit. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had found that the customer was using a non-Frontier modem. When the
technician arrived at the location on November 6th, they had found that there was a networking issue with their modem they had purchased elsewhere.Frontier had billed the customer a technician visit fee of $because Frontier’s service was not at faultIt was an issue with their separately purchased modem communicating with their computers Frontier had spoken with the customer on December 20, 2017. It was explained that Frontier would be willing to credit half of the service fee as a compromise. The customer would not be eligible for a full reimbursement, as the Frontier service was not at fault. Frontier applied a credit of $towards the account on December 20,

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
We had canceled our broadband dsl long before we had issues with our phonesThey kept billing us however even tho it was cancelledThan immediately after canceling our dsl and disputing our phone bill, our phones got shut offThey were charging us the "unlimited plan" They automatically put us on one of the most expensive plans they have without our knowledge! When we were withEdison ourI'll was about $a monthWe are a low income familyThan when they take over our bill triples? That is a dirty practice and how am I supposed to pay such an outrageous amount on life line
Regards,
*** ***

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: Mr*** is disputing bill for $ after disconnectionFrontier has investigated the
above statements and offers the following response: Frontier advises Mr*** account has been credited $ and the closed balance is at zero.Frontier spoke with Mr*** on February 27, and reviewed the aboveWe 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