Frontier Communications Corp.

Frontier records reflect that on December 7, an order was placed to transfer service from one address to another with a telephone number change effective December 15th. The order reflects that the technician completed the transfer order on December 15th. Frontier advises on
December 23rd contact was made with our Technical Support department reflect that the customer was using equipment from the prior address and needed a new modem. Frontier advises that on December 27th a credit of $was applied to the account for month of Internet service dated 12/15/to 01/14/(days = bill cycle). Trouble ticket #*** was placed for poor Internet signal with a due date of December 30th. The ticket was placed on 503-357-as the transfer order had not posted to billing yet therefore causing confusion when the technician was dispatched to the previous address and not the current address of *** *** *** The ticket was closed however it does not appear that the Internet issue was resolved. Frontier advises that contact was made with our Technical Support department on January 8th in regards not being able to connect to the Internet. Troubleshooting was performed and trouble ticket # was placed with a due date of January 12th. The customer was notified that the ticket was rescheduled for January 17th due to heavy workload caused by weather conditions in the area. January 17th the technician made contact with Mr*** who advised that he cancelled on Monday due to waiting too long to fix the issue Contact was made with Mr*** on January 23, to review the complaint. He explained that Internet service did not work for days; a technician went to the wrong house; service call was postponed twice; and he has since cancelled service. Frontier apologized for the poor experience and while explaining a credit would be provided Mr*** disconnected the call. The consultant was unable to explain that the service was still showing as active with no record of a request to cancel the service. Frontier has issued credits totaling $for the missed commitment and Internet service dated January 1st through January 16th. Order # has been placed to disconnect service effective January 16thThe customer will be receiving prorated credits on the February 1st bill for service dated January 17th through January 31st

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. I was contacted by a representative of the business who reviewed the situation from it's beginning. By the end of our discussion the resolution offered by the business was more than I was asking for and acceptable
Regards,
*** W. ***

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: Frontier has over-billed her account when returning from vacationFrontier has not processed her
adjustment in an acceptable time frameFrontier billed her a fee for returning from vacation Frontier has investigated the above statements and offers the following response: Frontier has reviewed the billing and found the November billing in question was a prorated bill for October 12, to December 15, 2016.Frontier reviewed the credits on Ms***’s account and found $was approved and posted on her December billing.Frontier has issued credit for for the vacation fee billed to her that was billed 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

Tell us why here
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that: Ms*** has experienced an outage with her Frontier landline telephone service, Internet service, and television service since April 11, Frontier has investigated the above statements and offers the following response: Ms*** had reported her Frontier landline telephone service, Internet service, and television service outage to Frontier on April 11, 2016. As of April 25, a Frontier technician was out to Ms***’s location to resolve her issue. I have spoken with Ms*** on April 25, and she had confirmed her Frontier landline telephone service, Internet service, and television service are working. I have issued Ms*** the appropriate credits for her outage and Ms*** is satisfied with the resolution. I have apologized to Ms*** for the inconvenience she had experiencedWe 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

Per Frontier records, Mr***’s account is currently Inactive with a Disconnect Date of 4/7/He was billed $79.99/FIOS 50/Data plus $17.25/Tele Numb Change plus $4.54/Frontier Com of America on the 3/28/billing statement (Account #: ***)Mr*** billed $54.99/FIOS
50/Data plus $6.74/Frontier Com of America on account #*** for Telephone number *** *** ***Mr*** advised that the is still being forwarded to and the number has been disconnectedPer Frontier Tech Support and Assignment Teams: The issue is resolved. They called the number and irt advised that the number is disconnected"Call Forwarding Not Reachable" was deactivated in the switchA Frontier agent tried reaching out to Mr*** with the final resolution, but was unsuccessful. If Mr*** should have any other questions or concerns, we can be reached at ###-###-#### Thank you!

Revdex.com:Rather than credit my account, I received a Disconnect Notice for the $323.xx amount but also another bill showing a past due balance of $323.x and more charges. I contacted Frontier today 10/and they said they are putting a hold my account until the credits they made cleared. However, in speaking with other residents who have or had Frontier, they do not keep their word and the charges go right back up every month
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
CommunicationsThank you for referring the complaint of
*** *** to our office for reviewWe appreciate you bringing this
matter to our attention.The Complaint states that:*** *** bills has not been generated.Customer would like the bill to be generated and compensated
for the time she's spent trying to get the billing correct.Frontier has investigated the above statements
and offers the following response:Frontier review the account and we show that the installation order had not posted in our system, causing the account to not generate a bill.Frontier corrected the error on the order, and the order completed and going forward she should be receiving a bill for her service.Frontier called and left message alerting the customer to the billing issue and an expectation that the billing would be fixed going forward.We trust that this information will assist you
in closing this complaint. We apologize
for any inconvenience the customer has experienced as a result of the above
matter.Frontier Specialist: Benjamin A** Department: Customer RelationsTelephone 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. It clearly says I won't be paying an early termination fee if I decide to cancel my service before two year. Also, when I talked to the person from customer retention department on phone, she explained me that it is not a contract, and I won't be paying any extra money if I disconnect the service anytime prior to the two year time frame. I am satisfied. Thanks for helping
Regards,
*** ***

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
What this boils down to is 'he said-she said'. I paid for a service for years that they never activated. I am not computer savvy and I just believed that when they offered this service that they would activate when (and if I ever) I ordered it. They say it was up to me to log in and activate after receiving an email. I looked back through all my emails and I don't find any such email but that was years ago. This company has robbed me of hundreds of dollars and they only want to reimburse me less than $100?!?!?! That is just incredible!! I guess there is nothing else I can do and that I am just stuck with their resolution even though I know it is not the fair and just one. Thanks for all your helpI appreciate your time
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. I already sent a check in an amount which I estimated would more than cover any possible charges I may actually have owed On April I sent a check for $to ** *** *** *** ** ***. I trust that when they update their records to do the final accounting, that they will refund any overage I may have paid.
Regards,
*** ***

Thank you for referring the case of *** *** to our office
for review. We appreciate you bringing
this matter to our attention.Frontier’s investigation has determined that the customer’s
April 1, billing statement reflected two charges for the Frontier Secure
Personal SecurityOne
charge was $for period of April 1, to April
30, and a prorated charge of $for March 8, to March 31,
An order, *** with a due date of April 14, removed the Security
package.An adjustment of $was issued on April 14, The
credit of $will be reflected on the customer’s May 1, billing
statement.The customer can deduct $from her April 1,
billing statement of $which leaves a balance owing of $54.97.We apologize for any inconvenience this may have caused the
customer. We trust this information will
assist you in closing this case.Frontier Communications

Frontier CommunicationsThank you for referring the complaint of Mr*** J ***
to our office for reviewWe appreciate Mr***
bringing this matter to our attention.The Complaint states that:Mr*** recently
moved where there is pre-existing service.MrStephen
***
wants his account to be cleared.Frontier has investigated the above statements and offers the
following response:Frontier apologizes for any inconvenience this may have causedWe continue to explore options to ensure a consistently positive service experience for our customers and apologize for the inconvenienceOn October 24, we spoke with Mr*** and confirm account is cleared and paid in full.His account reflects $balance.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr*** J *** has experienced because
of the above matter.Frontier
Specialist: Bridget G*** Department: Executive
Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attentionThe Complaint states that: Mr*** states that Frontier decided not to honor what was offeredFrontier has investigated the above statements and offers the following response: Mr*** account does not qualify for any additional promotional discounts. Mr*** may not agree; however, this is Frontier’s final disposition as it relates to this complaintWe trust that this information will assist you in final closure of this complaint

Frontier has investigated the above statements and offers the following response: A Frontier technician was dispatched on December 26,28, and 29, The service tested with no issues.The technician was unable to reach the customer to gain access or confirm satisfactionFrontier is not a monopoly provider in any of its service areasAll areas where Frontier provides service are open to competition from any provider that chooses to provide service, including wireless operators and satellite operatorsFrontier is committed to delivering the highest quality service.Frontier advises that Ms***’s service was temporarily suspended for non-pay on January 10, 2017.Due to the payment history on the account Ms*** has been disqualified for the Gift Card promotion 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 has reviewed the account of Ms*** and finds that she does not qualify for the $Gift Card now, as she changed her products within the first daysThe call was reviewed and the following will show exactly what the agent advised: (At 2:minutes into the call) Product
Recommendation: First mentions $Amazon card, reviews $for Frontier Digital Phone Essentials and Broadband Max (At 11:minutes into the call) Agent reads Base price with surcharge with one time charges disclosure: "The base price for this plan is $prior to any customizationsThis will be your monthly rate BEFORE surcharges and applicable taxes and feesYour one-time charges are $plus taxes and feesThese one-time charges will include any installation or activation fees." (At 11:minutes into the call) Agent reads Promo Product Recap disclosure: "Your order today includes Frontier Digital Phone Essentials and Broadband Max with Self Activation, Year Price Guarantee and NO Contract Also, with Digital Phone Essentials you get unlimited local calling with Long Distance minutes per month. If you decide later to discontinue service for phone or internet, you will lose this promotional pricing. Terms and conditions are available at ***." (At 14:minutes into the call) Agent reads Amazon Gift Card Offer disclosure: "In order to receive your Amazon Gift card you must pay your initial bill and you will receive an email with your activation code days after the service order postsOnce you receive this code you will go to *** to redeem your electronic cardIf any changes are made to the account please be aware depending on the gift card amount you are subject to an early termination fee of up to $400." (At 14:minutes into the call) Agent reads Consent to Purchase disclosure: "Do I have your verbal agreement to process your Frontier order today?" answered with "Yes." Frontier at this time cannot offer the gift card, as the promotion was changed

Frontier confirms Ms***’s services were not working from January 25, through January 30, 2017.Frontier advises credits were added in the amount of $to cover services not working from January 25, through January 30, and are appearing on Ms***’s March billing
statement.Frontier advises Ms*** was advised of the above

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises his monthly rate is billing higher than quotedFrontier has investigated the above statements
and offers the following response: Research shows Mr*** subscribes to Frontier FiOS Digital Voice $40.00, Frontier FiOS Digital Voice additional line $9.99, FiOS 50/data $for a total of $In addition, Mr*** receives a $loyalty credit through 12/16/which brings the monthly rate to $69.98. This excludes any additional services and applicable taxes and surcharges.Research determined Mr*** subscribes to Inside Wire Maintenance for $andNon-published listing for $for a total of $before taxes and surchargesAccount records show credits totaling $were applied for the rate difference. This reflects on bill date January 16, A Frontier representative spoke with Mr*** who indicated satisfaction with the resolutionA Frontier representative will follow up on the February billing to ensure the bill is correctWe 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: *** Buchanan Department: Consumer Relations

Frontier has investigated the above statements and offers the following response: Frontier’s refund policy is to issue a check days from the date of service disconnection or terminationThis 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.Frontier advises that Mr***’s account was disconnected on August 9, 2016.Frontier advises that the request to process Mr***’s refund was completed on December 7, The refund should be received by the customer in to business days from that date.Frontier reached out to Mr*** by phone on December 13, and December 28, leaving voicemail offers of assistanceFrontier also reached out on the same dates by email to offer assistance without response

Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for reviewWe appreciate you bringing this matter
to our attention*** *** states that she
requested disconnection on May 20th, after several days without
internet service in addition to
missed repair appointments without
communicationMs*** is contesting the balance of $on her account and
does not wish for it to affect her creditMs*** contacted Frontier Communications regarding the above concerns.Ms*** made the final balance payment of $to her account on September 20th, However, Ms*** also requested a bank reversal of her May 4th, payment of $This caused a chargeback of $to Ms***’s account on September 2nd, Ms*** is contesting the $balance stating that she had several missed repair appointments and service issues during MayAs a courtesy, a Frontier agent issued an adjustment to the account for the amount contestedThis leaves the account with a $balance and should not affect the Ms***’s creditA Frontier representative spoke with Ms*** to relay the above information and she expressed satisfaction.We trust this information will assist
you in closing this complaintWe apologize for any inconvenience that Ms***
has experienced as a result of the above matterFrontier Specialist: Austin
B. Department: Consumer
Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this
matter to our attention The Complaint states that: Mr*** signed up for Frontier Internet service and phone. He was quoted his first bill would be $with subsequent bills would be approximately $50. His first bill came at $and he needed to have this fixed Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke to Mr*** on August 5, 2016. He did have his billing adjusted but was still very frustrated regarding how long it took to have this resolved. Frontier has provided Mr*** with a direct contact should he experience and further 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