Frontier Communications Corp.

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

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

Most what they say is correct, but they only gave me bill credit no dollar credit was added to the accountmaybe they should do that and I will be satisfied.Thanks***

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

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 However, the account is still showing $in the balance and they have agreed to clear the account completely Would monitor until all clear over next days.
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: Customer was charged for service she never receivedFrontier has investigated the above statements and offers the
following response: Frontier investigated account and found that the customer never received her modem or had working serviceFrontier adjusted the charges and advised Ms*** the account now has a zero balanceCustomer is satisfied with resolution 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised his promotional credit of $was removed from his billingFrontier has investigated the above
statements and offers the following response: Frontier spoke with Mr*** on October 16, 2017, and reviewed billingFrontier has issued a one-time credit for $on Mr***’s account due to removal of ineligible promotionFrontier Periodically audits its bills to ensure accuracy, during this process we identified and ineligible promotion was applied to Mr***’s accountWe 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 reviewed Mr***’s account and found that he was receiving a $Loy** Customer credit dated 04/12/to 04/11/which is not renewableThis credit expired on the 03/25/bill statement therefore the bill increased
Mr*** contacted Frontier on 03/03/via Online
Chat to inquire on an offer he receivedThe representative reviewed the account and advised that he already has the best pricing which includes a $discountMr*** verified with the representative that he was renewing the same services at the same price for another year through 04/11/The representative confirmed that this was correctThere was no action taken on the account this date
A specialist contacted Mr*** in regards to a request submitted online referencing the above complaintIt was explained that we do not have a promotion that can be added that would provide the same rate he was previously quotedThe specialist reviewed products and pricing with Mr*** who advised that he would review further and call back
Frontier has agreed, in this instance, to honor the $credit through 04/11/due to the misinformation provided in MarchMr*** should call at least days prior to the expiration date to inquire on current rates and/or promotions available at that time

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that:*** *** advises that he is billed for services that were not provided and that he never hadFrontier has investigated the above
statements and offers the following response:Account research shows the account holder is listed under *** CaseyRecords show the service address as *** *** *** *** ** *** In the complaint Mr*** advised that he moved out of the residence in September 2013.Records show the billing address was the same as the service addressNo peices of mail were returned to FrontierA Fraud packet was sent to Mr*** on February 18, 2017, with a return date of March 17, 2017.Records show Mr*** returned the Fraud packet incompleteIn order to process the Fraud packet Mr*** must provide proof of residency prior to September 2013, utility bills from February through August and the Fraud packet must be notarizedA Frontier representative spoke with Mr*** who indicated dissatisfaction with the policyWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: Consumer Relations

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 *** *** bringing this matter to our attention The Complaint states that: *** *** states she has received incorrect final bill from Frontier, Ms*** states the account was closed on December 14, Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it conforms that Ms***’s account was closed on December 14, Frontier advises that the billing statement of November 20, through December 19, has a balance coming forward of Eighty -five dollars and two centsThe billing statement has current charges for the thirty-day billing cycle of Forty- two dollars and Fifty-one cents, for a total due of One-Hundred Twenty-seven dollars and Fifty-three centsFrontier advises that the December 20, through January 19, billing statement shows payment received of Eighty-five dollars and Fifty-two cents on November 25, Frontier advises the December 20, statement has balance coming forward from prior billing cycle of Forty-two dollars and Fifty-one cents, the billing statement has reversal of service charges from December 15, through December 19, the end of that billing cycleThe amount of credit applied is Six dollars and sixty-seven cents.Frontier advises The December 20, statement also has the Residential Broadband Processing Fee of Nine dollars and Ninety-nine centsFrontier advises that Ms*** has not been billed for service past December 14, The final bill reflects the past due balance, the Residential Broadband Processing Fee, the taxes and surchargesFrontier advises the final billing statement has the correct chargesThe final amount due is $45.83.Frontier has made several attempts to reach *** *** ; however, Frontier has been unsuccessful in speaking with herWe 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 advises that due to isolate error Mr*** was offered a promotion not available in his tariffed area.Frontier has rerated Mr***’s April bill due to this error.Frontier spoke with Mr*** on April 25, and offered to keep the same internet at $per month for one year Mr
*** accepted and was satisfiedMr*** has direct contract information for any further needs

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*** advises that his phone, internet and cable services were cancelled in November but the phone number was not ported to
the new provider until the last week of December so could not call out or receive calls.• Mr*** advises that the problem was corrected the last week of December but he continues to receive monthly statements that show a credit of $On contacting Frontier the week of 4/11/16, he was informed he had completed the days for his refund to process and he might receive a check by 4/21/which was unsatisfactory. Frontier has investigated the above statements and offers the following response:• Frontier records show that Mr*** called on 11/19/to disconnect internet and TV and was advised that he still had phone service with Frontier until Comcast ported his numberThe port out was completed effective 1/4/16. • Frontier bills one month in advanceBill statements are generated once each month on the customer’s bill dateMrAllison’s port out occurred after his January 1st bill generatedThe first billing statement following a disconnect shows credit adjustments for services previously billed but discontinued after the disconnect date-this would have been the February 1st statementThe next statement was generated on March 1st which has a waiting period to allow time for any billing updates which can include third-party invoicing Refunds are not processed during this period in the event there should be additional billing activityAfter the next statement generates (April 1st in this case) if a refund is due, the account is placed on a list for manual processing which can take 14-days for the customer to receive their refund check in the mail. o MrAllison’s refund was processed on 4/6/and he will receive his refund check in 14-days from that date.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.Sincerely,Frontier 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
The issues of calls during April with my information being mishandled was not addressedNot receiving invoices until after I placed yet another call on August 27th where the Rep, Sandy, stated that neither online or paper invoicing was selectedMy email address and online account was not setup until then either because the original rep changed my email addressed and I was told continually that it was a safety issue to change againThat is when I found out there was a driver license number on file that was also not mineI'm having trouble understanding Frontier's responses to a customer being mishandled for months.
Regards,
*** ***

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

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!

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*** ordered internet for a year contract at $per month but found out that the correct price was $per month.• Mr
*** has made multiple calls to resolve this and has not received the same pricing on all callsHe is still being billed $each month. Frontier has investigated the above statements and offers the following response:• A Frontier representative spoke with Mr*** and apologized for the misquote but advised him that the correct price for his product is $per month. • Mr***, in this instance, was offered a compromise of a $credit for months and a refund of his install price which he accepted.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.Sincerely,Executive Customer RelationsFrontier 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.I've already attached the chat log dated July 11, in prior response and that chat log shows there is NO reference at all to a 6-month promotion. The agent indicated that the promotion is for months.I would not have agreed to a 6-month promotion at all. Frontier is unable to substantiate their claims with any evidence and yet ignores the evidence I have presented them.In a lot of complaints logged in Revdex.com site against Frontier (as well as in other consumer websites), the deceptive promotions by Frontier are clearly evident. The BB rating of F and 1-star ratings in all consumer sites are very indicative of the poor customer regard for Frontier. It seems a class-action suit is our only recourse
Regards,
*** ***

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 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