Frontier Communications Corp.

The Complaint states that: Mr*** states that he has been charged for a Frontier Secure product since November of Mr*** also states that he has attempted to cancel the service multiple times with no success Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to reach Mr*** on November 18, with no response.Frontier also states that the Mr*** does not currently have phone, internet or TV with Frontier, was only subscribed to our Frontier Secure computer protection.Frontier also states that a representative previously spoke to Mr*** to cancel the anti-virus service and credit the customer for months of charges.Frontier also states that Mr*** will receive $in credit to the card on fileFrontier also states that a call audit was completed as of December 20, and confirmed Mr***’s approval of the above statements.Frontier also states that no additional credit is due at this time

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 referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** placed an order for new internet services in August Ms*** contacted Frontier on August 17th
when she had not yet received her internet modem and was told it was on the wayMs*** made another phone call and still no modem as of August 24th, so she requested to cancel the request for serviceMs*** has since received a bill for the internet services from Frontier and told the bill would be taken care ofMs*** would like a statement showing she does not owe Frontier any charges Frontier has investigated the above statements and offers the following response: Frontier contacted Ms*** on October 24th, and advised her we mailed out a statement that will show the account with a zero balance 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 review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he attempted to negotiate a new monthly rate for his Frontier services but was
not given an acceptable offer, so he decided to cancel his account with Frontier. Mr*** advises that he received a bill from Frontier with a charge for a cancelled service agreement, and that he had never agreed to a contract with Frontier. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was given a credit for the early termination fee in the amount of $Frontier advises that since Mr*** had already paid the final bill in full, he will receive a refund for the $credit balance.Frontier advised Mr*** of the above statements on January 19, 2018. 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*** advises she is unhappy with the Internet Infrastructure Surcharge that has appeared on his
bill, and requests it be removed. Ms*** advises that she has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time Frontier advises this fee is to defray some of the costs associated with deployment and maintenance of the physical infrastructure associated with your internet serviceFrontier advises on March 29, Frontier spoke with *** *** and advised her of the above mentionedWe 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 review The Complaint states that: Mrs*** advises that Frontier’s Equipment is unreliable Frontier has investigated the above statements and offers the following response: Frontier advises that
Mrs*** advises that her service concerns have already been resolved.Frontier spoke with Mrs*** on 10/10/and confirmed that her service concerns were resolved.Mrs*** has direct contact information for future concerns. We 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

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

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 signed up for service with Frontier and was given a rate with no activation fee however is being billed for an activation fee Frontier has investigated the above statements and offers the following response: Frontier review the account and we issued a credit of for the activation fee.Frontier called to review the case and was not able to speak with Ms.*** 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 matterTell us why here

The following is Frontier’s final response for Revdex.com reference #***/*** ***. A Frontier agent called and spoke to listed contact person/*** ***'s friend. She advised that Mrs***'s phone is active but doesn't ringThey've tried all the jacks in the home and none of them seem
to workA request was sent to Frontier repair to have an agent reach out to Mrs*** to have a tech visit scheduledAccount previously billed $66.99/Freedom Essentials + $79.99/FIOS 10M Data + $9.99/Router - $15.16/Lifeline Credit = $+ taxes monthly. A Frontier agent called and spoke to Mrs*** on 4/24/and was advised that her service is now up and running. A technician came out approximately a week ago and fixed her issue with the phone line. Her account has been credited monthly for the outage. Mrs*** was issued the following out of service and missed appointment credits: $on 4/25/2017, $on 3/30/17, $on 3/20/17, $on 1/9/2017, $on 1/3/2017, $on 1/3/17, $on 9/14/2016, $on 8/20/2016. Mrs*** currently bills $6.84/Phone Line + taxes monthly. Mrs*** is satisfied with the resolution. Case closed. Thanks!

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

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: Ms*** advises that she was told her account is past due $ from August 16, 2017, which
is incorrect as she mailed a payment for $ Ms*** advises that she was billed $ for video rentalsFrontier has investigated the above statements and offers the following response: Frontier advises Ms*** bills print on the 16th of every monthIf a payment is not received before next the bill is printed it will move the balance forward as past due.Frontier advises we received Ms*** payment of $ on August 22, after the print date.Frontier did not locate any video rental charges on the billing.Frontier spoke with Ms*** and explained 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

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,

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 Thank you very much for your time and help
Regards,
*** ***

The Complaint states that: Ms*** advises that although she cancelled her service less than hours after installation, she was billed for a full month of service Frontier has investigated the above statements and offers the following response: Frontier apologizes for
the inconvenience this issue has caused.Frontier advises that credit was issued on Mr***’s account for the full amount of her billFrontier advises we spoke to Mr*** on May 2, to advise of the above

Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that Ms*** is calling with a billing issueFrontier has investigated the above statements and offers the following
response: Frontier was unable to reach Ms*** to discuss her complaintHowever we left multiple messages for herIf Ms*** would still like to have this concern addressed she can reach me directly at ###-###-#### 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12748969, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Frontier informed me that their investigation determined that there was no evidence of a support issue because there was no proof of an IT support ticket I spent over two hours on the phone with one of their “Senior” IT Managers located in their West Virginia support location to troubleshoot the issue after the installation was completed and the advertised Internet speed of 90MBS was never reached nor did it ever get above 25mbsThe fact that their IT dept failed to create a ticket is not my responsibility.
Regards,
*** ***

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 that her Set Top Box is still outFrontier has investigated the above statements and offers the following response: Frontier dispatched a technician to the home on October 29, who replaced the Set Top BoxFrontier contact Ms*** on October 31, to follon the repair and Ms*** stated her and husband hadn’t had time to check everything and wished for a follon FridayFrontier followon November 4, and Ms*** advised that her Set Top Boxes are working and recordingFrontier has provided Ms*** with the number to the repair department for use if needed in the future & Ms*** has the number for the Office of the President if need beWe 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,

Frontier spoke with *** and explained the Shipping and handling charge was credited to her accountFrontier also reviewed the rate increase on her bill which was due to changes that were made to her accountFrontier advised she is in a year term, locking her prices in
for months

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** services were cancelled successfully and the back dated to 4/11/16.Frontier has contacted Mr*** and confirmed he received a box to return his equipmentWe 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