Frontier Communications Corp.

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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** is disputing final bill of $ Frontier has investigated the above statements and
offers the following response: Frontier was unsuccessful in reaching Ms*** thru phone or emailWe 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 *** *** 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

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’s called Frontier multiple times to have his internet service fixed. He
also advises that he should be getting megabits per second speed but has only been getting megabits Mr*** advises that Frontier needs to increase his internet speed to allow him to get speeds as fast as megabits per second Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** previously subscribed to the standard internet service that allows for speeds as fast as megabits per secondFrontier also advises that internet speeds can vary over time and are based upon many factors, including network congestion, customer location, and WiFi network interference.Frontier advises that Mr*** upgraded his internet service to a faster speed on August 29, 2017, and this will allow for provisioned speeds as fast as megabits per secondFrontier also advises that a technician was able to run a test and confirmed that the customer’s internet service is provisioned for megabits per second.Frontier attempted to contact Mr*** by email and by phone on August 31, and on September 5, but has not received a response 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that on 12/17/she contacted Frontier to upgrade her internet speedThe agent Ms
*** spoke with provided a quote of $for this changeMs*** states that her bills following the change did not reflect the quoted rate, and was instead being charged $When she called to dispute this, Ms*** was advised that Frontier does not honor misquotesThe agent eventually agreed to apply a $monthly discountMs*** attempted to escalate the matter further through Frontier’s Office of the President, however she could not get a response via emailFrontier has investigated the above statements and offers the following response: Frontier records confirm that Ms*** called on 12/17/to upgrade her existing 25/10mbps internet speed to 100/100mbps and was quoted $+ taxes and feesFrontier has been providing Ms*** a rate of $+ taxes and fees for 100/100mbps interner + one phone line; however account records show Ms*** currently has three phone lines through Frontier combine-billed with her main lineThe two lines are an additional costFrontier has applied an additional monthly $discount to Ms***’s account, scheduled to last for the next two years as a compromiseThis will lower Ms***’s rate to $+ the additional phone lines + taxes and feesMs*** is currently receiving the lowest rate Frontier has to offer for 100/100mbps and three phone lines.Ms*** can contact Frontier at any time to reduce her services for a lower rate if neededWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter

On 10/14/I called Frontier to let them know I was having problems with my internet and was informed they would up my speed to 75/MB from 50/This was done on a recorded lineThe rep stated it was updated and when I got home the problem would be resolved.on 10/15/I called frontier and
asked why my service was not upgraded to 75/for free as promisedFrontier stated they could not honor the 75/speedI decided to cancel my service but Frontier would not let me cancel my service. Frontier continued to transfer me around to several departmentsAfter 4hrs of on the phone I gave upI called Monday 10/17/to let them know my issues again and decided to send a tech out to my house on 10/They replaced my router since it was not producing the recommend speed. This did correct the my first issueThe second issue was to have a tech come out and install an additional Coaxial cable but was told by the tech to call Frontier again to schedule another day.At this point I have spent 4hrs on the phone and still don't have all my issues addressI am looking for Frontier to reimburse me for all my time and calling a third party out to add my additional lineA fair amount would be $and upgrade my speed to 75/for free as I have it recordedSee Below:$to add Coaxial Cable$for hours of being on the phone and hours to take of workTotal of 8hrsThe phone recording can be provided

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: Ms*** advises that she had tried getting service with Frontier at her old location, on two different
occasions last year and both times the service never workedFrontier has investigated the above statements and offers the following response: Frontier found the two accounts that Ms*** had, have both been credited fully and now both have zero balances on them.Frontier has requested the outside collection agency and credit bureaus remove these accounts from Ms***’s credit report as quickly as possible.Frontier spoke with Ms*** on April 12, and gave her this information, she was satisfiedWe 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 case of *** *** to our
office for review. We appreciate you
bringing this matter to our attention.Our investigation has determined that the router was
returned and received by Frontier Communications. We issued a credit request and approval for
$
on January 31, 2017.We called and spoke with *** *** on January 31, and
gave her our resolution. We gave the
customer our direct contact information in the event she has any further
concerns. The customer is satisfied.We apologize for any inconvenience the customer may have
experienced. We trust this information
will assist you in closing this case.Frontier CommunicationsFrontier Executive Customer Relations

Frontier has investigated this issue and found that on August 16, Frontier issued credit of $for the early termination fee This credit has brought the balance of Mr***'s account to $ On August 19th I spoke with Mr*** and advised him of our findings

The Complaint states that: Mrs*** states that she was advised that she would receive credits to her account for service disruptions following conversion from Verizon to Frontier.Mrs*** states that she experienced disruptions to her video on demand services beginning in April of
Frontier has investigated the above statements and offers the following response: A review of this account shows that Mrs*** has been issued a total of $in credits for issues relating to her on demand video purchases.A Frontier representative has attempted to contact Mrs*** multiple times by telephone and email and has been unable to reach her.A Frontier representative has provided Mrs*** direct contact information for a Frontier representative should she wish to discuss this matter furtherWe 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Frontier has simply copied the same standard response in their last responses, so this back and forth is going nowhereAs I stated in my last rebuttal, the issue here is that Frontier changed the current customer agreement not to prorate charges in April 2017, without my consent.Frontier made this change by including a statement on the April invoiceI never read or acknowledged this change to the terms, as I pay my bills online and had no reason to believe Frontier would change the contract terms.Since I never was aware, nor approved, this change to the contract terms, Frontier needs to issue a credit for the prorated charges, per the original customer contract terms I have approved.Failure to do so within the next business day will result in me taking this issue to the FCC Consumer Complaint group, California Public Utilities Commission and the CA dept of Consumer Affairs. This is predatory business behavior on Frontier's part, as you cannot expect customers to read hidden language on random invoices, where customers would have to opt in to keep the current contract terms.A change to the terms should require an active confirmation on the customer's behalf, and the opt in should be for changing terms, not to maintain the originally approved. Regards,*** ***

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 Frontier he is having billing issues and needs assistance with bills Frontier has
investigated the above statements and offers the following response: On March 1, Frontier spoke with *** went through the account and billing and advised all the issues have been correctedWe have scheduled a follow to look at next month’s bill 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.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 ***, and find that this resolution is satisfactory to me.
I have tried reaching out to them several times and have not been able to reach themI still have not received a refund
Regards,
*** ***

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***

Frontier has investigated the above statements and offers the following response: The Fios internet 25/base rate was $The customer was receiving promotional discounts which brought the monthly recurring charges to $plus equipment taxes, and surchargesPromotional discounts expired
which increased the monthly recurring chargesThe September 26, billing statement total amount due was $The itemized charges were the following: $74.99, $with a promotional discount of $plus taxes and surchargesEffective January 12, the account was disconnected at the customer’s requestCredits totaling $were issued to the accountPlease allow 1-bill cycles for credit to postOn January 31, I spoke with Mr*** and advised that once the above credit adjustment of $post a credit balance in the amount of $would generate Mr*** my contact me directly at 1/###-###-#### should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** may have experienced as a result of this matter Sincerely, *** MFrontier Executive Relations

Customer currently bills $30/FDV + $74.99/Preferred HD TV + $19.98/Room Equipment + $5/FIOS 50/Data = $-$20/Promos = $+ taxes monthly. Customer actually bills the $89.99, however, the fee for the equipment has to be added to that amount. The September and October
statements both billed the rate mentioned above + other charges. The August statement billed apprx months(7/6-7/+ 8/1-8/31) … No promos/discounts I adjusted the difference on the Aug billing statement due to the discounts not being applied to the components. He billed incorrect rate for full month + partial....adjusted $from 8/1-8/+ $from 7/6-7/31....$- $= $129.95$- $= $97.96$+ taxesTotal credit is $256.28.Customer is satisfied with adjustmentsCase Closed

Frontier advises Mr***’s account was established May 9, The first billing statement was sent out June 2, with a due date of June 26, Frontier billing statements are mailed via USPSFrontier advises payment arrangements cannot be made on new accounts or the first month’s statementFrontier has only received one payment of $on July 28, Frontier has fully disconnected service as of August 9, with an effective date of July 27, Frontier advises a final billing statement will be sent September 1, with final balance owing 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 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

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