Frontier Communications Corp.

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,
*** ***

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 as long as the price $is back dated to when the change was made...4/8/
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate your bringing this matter to our attention According to the complaint: Ms*** states had a duplicate account established by Frontier in error when they ordered service in April Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had placed an order that backdated the cancellation to the date of April 19th 2017. Frontier had also applied a manual credit of $to adjust the day minimum charges. This had no resulted in the account reflecting zero balance owed We trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matter Thank you,

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

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:Mr*** states his internet speed is slow. Frontier has investigated the above statements and
offers the following response:Frontier dispatched a technician on March 16, and resolved the internet speed issues.Frontier spoke to Mr*** on March 8, and advised of technician visit for March 16, 2017, Frontier called Mr*** on March 17, and left voice mail that the issue has been resolved.Frontier provided Mr*** with our direct contact information if he needs any further assistance 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 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

Per Frontier records, this account is inactive with a disconnect date of 1/24/2017. The initial billing statement billed billed one month in advance plus days used from 12/- 1/01. It billed a connection fee of $plus $276.95(full month with no discounts) plus $55.40(days used)
- $10 credit which made the total bill $408.43. Mr***'s current statement gave credit for missing bundle discounts, a missed appointment credit, days used credit as of the disconnect date plus his payment made of $116.98. Total amount of current statement is $156.72.A Frontier agent spoke to Mr*** and agreed to adjust the remaining balance of $156.72. Mr*** was advised that it would take 1-bill cycles for him to see the adjustment applied to the final balance. Mr*** understands and is satisfied with the resolution. Case closed

Frontier called and spoke with Mr***. I apologized but did advise a payment made on the website can take three days to post to the account. I also advised that at this time there are no late fees on his first bill from FrontierFrontier understands that some customers
experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to FrontierVOD content is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by customersFrontier apologizes for any inconvenience this may have caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and although the credit applied to my account does not even come close to paying for the amount of time I sat on hold on the phone trying to get them to resolve my issue, I accept the credit
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 Frontier never showed up for an install so she cancelled and wanted her deposit back*** *** states
Frontier refuses to give her deposit back for service she never hadFrontier has investigated the above statements and offers the following response: Frontier spoke to *** *** on March 22, and informed her they would look into her matterFrontier found proof that a deposit of $was returned to *** ***’s credit card on January 30, and emailed proof to per her requestFrontier did not receive an email response back so three calls were attempted to reach *** with no successHer voicemail states that her voicemail was not set up and would not allow a message to be left each timeFrontier is closing the complaint and also sent a letter informing *** *** that proof was sent to her via emailWe 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

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

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
The agent certainly did let me know that there is a termination fee The issue I have is that Frontier could not deliver the service I work from home and their internet was just not operational I gave their techs cracks at fixing it - that's days that I was not able to do my work functions due to their lack of service I had to cancel in order to be able to perform my work duties, in that case should a termination fee apply? I think no Also, the agent that called me confirmed that I was told over and over to ignore the collection letter because they are getting a supervisor to credit a refund for the termination fee, now collections came up when I'm applying for a mortgage which is a huge hinderance
Regards,
*** ***

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*** wants adjustments for outages.Ms*** continues to have intermittent Internet
repair issues.Ms*** wants out of her contract with Frontier Frontier has investigated the above statements and offers the following response:Frontier has issued credit for month service for the Internet.Frontier has removed the Early Termination Fee.Frontiers Internet Help Desk 2nd Tear will be in contact with Ms*** 03/31/2017 to assist in repairing internet connection 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. Frontier Specialist: Anita D*** Department: Executive Consumer Relations

Thank you for referring the complaint of *** *** our office for reviewWe appreciate bringing this matter being brought to our attentionThe Complaint states that: *** *** advises she is billing for service that was to be disconnected in FebruaryFrontier has investigated the above
statements and offers the following response:Research determined on February 26, Ms*** contacted Frontier via chat and advised her service was to be discontinuedResearch failed to locate a service order.Records show service order *** completed July 15, disconnecting serviceOn July 21, a credit of $was applied for the chargesThis should reflect on bill date July 25, Once this reflects a refund will be requested.A Frontier representiative spoke with Ms*** who indicated satisfaction with the resolutionWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matterFrontier Specialist: Amy B*** Department: Consumer Relations

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** moved his service to a new location prior to the Frontier transition (April 1, 2016)Mr***’s account on *** *** *** was disconnected on March 28, leaving a prorated
credit ($94.05) for services charged in advance (March 29, through April 15, 2016).The new account on *** **was started on March 29, causing Mr***’s new account to have prorated charges for March 29, through April 15, Frontier has transferred the credit balance on Mr***’s old account to his active account, thereby cancelling out the prorated charges on the existing accountThis has left the customer with a balance of $due on May 15, 2016.Mr*** was made aware of the setup fees for the service move on March 20, Verizon agreed to break down Mr***’s installation fees into three installments and issue a onetime $creditThe charges are itemized on Mr***’s billing as Installment BilledThe credit is itemized as Fios Intrnt Svc Adj.Frontier finds that Mr***’s contracted pricing has remained intactWe 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
Communications Thank
you for referring the complaint of *** *** to our office for reviewWe
appreciate you bringing this matter to our attentionThe
Complaint states that: Mr ***'s auto pay was not migrated when his Verizon account migrated to FrontierSince then he sent us a check
that was meant for his cell billHe wanted to get that check back.Frontier
has investigated the above statements and offers the following response: Frontier records indicate this customer ported to another provider on 7/6/and is not an active customer with Frontier CommunicationsFrontier has attempted to reach the customer to discuss his concerns but was unsuccessfulShould he have additional concerns, Frontier provided a direct contact on the customer’s voicemail.We
trust that this information will assist you in closing this complaintWe
apologize for any inconvenience the customer has experienced as a result of the
above matterFrontier
Specialist: Stacie B*** Customer Relations

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
It is true, that I was given credit, originallyExcept, the amount owed rolled over to the next billing amount, regardless of the credit I was givenMaking the supposed credit worthlessIn essence, I was issued temporary credit, which did not pay off the actual bill, as again, the international Guatemala fee rolled over.Further, I had requested a cancellation of my contract, prior to my porting of number due to the breach of contract on part of FrontierFrontier did not respect my original contract with VerizonInternational calls were included in my original contract (at much lower rates) and Frontier failed to warn me of any change to my contractBy changing the terms I signed up for, you breached the contractI would like my cancellation fees to be waived for my final billFurther, I have complained to the California Public Utilities Commission, in order to be taken more seriously on this matterI have informed them of the breach of contract and the misleading treatment I have received regarding my previous phone service with Frontier, which was perfectly fine prior to the takeover from Verizon
Regards,
*** ***

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

The Complaint states that: Ms*** states that Frontier is charging her for services she didn’t haveMs*** also states she has paid all but the prorated charges for June, from beginning of bill cycle to disconnect date of June 12, Frontier has investigated the above
statements and offers the following response: Frontier states that a representative attempted to reach Ms*** on October and 16, with no response as of October 18, 2016.Frontier states that an email was also sent to *** with contact information for a Frontier representativeFrontier also states that customer still owes for services from May 7-June and prorated charges from June 7-June 12,

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that:*** advised that his billing was incorrect because he was quoted $for FIOS 50/internet. On the September statement *** was charged $for the FIOS 50/internetFrontier has investigated the above statements and offers the following response:*** was issued a credit of $for the internet over charge and $for the late fee charge on September 6, An order was placed on September 6, to activate the $promotional credit, the order number is 64506042.On the October statement it should be FIOS 50/for $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