Frontier Communications Corp.

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

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. ***

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!

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

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

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,
*** ***

Frontier has investigated the above statements and offers the following response: The Frontier account was closed as of December 21, Frontier has applied an adjustment to the account in the amount of $As of now Ms*** has a credit balance in the amount of $
Frontier’s refund policy is to issue a Citi Bank repaid card days from the date of service disconnection or termination. This 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.A Frontier consultant has been in direct contact with Mr*** and advised of the above statements We regret any inconvenience that Mr*** may have experienced as a result of the above matter

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 *** *** 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

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

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

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

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*** indicates that he has disconnected service and that Frontier will only provide a refund via a Citibank VISA CardMr*** would prefer a refund via check Frontier has investigated the above statements and offers the following response: Frontier issues refunds for disconnected residential accounts via a prepaid VISA card managed by CitibankPlease contact Citibank directly at ###-###-#### for a replacement, or if you have questions about using the Citibank cardFrontier spoke with Mr*** on April 10, and gave direct contact information for Mr*** if he needs any further assistance with the refund check that is in process from Citibank / Wincard 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

Good Morning,
This issue has been resolved. The COAX line into the customer's home was causing loss of data. Frontier replaced the COAX line. Frontier spoke with Mr*** this morning and he verified service is working fine now. Mr*** has the technician call
back number should he need further help
Thank you,
*** ***

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 she requested to cancel her HBO service on August 28, 2017; however, she continued to be
billed for the servicesFrontier has investigated the above statements and offers the following response: Frontier advises that an order was placed on January 11, to remove the HBO serviceFrontier advises that an adjustment in the amount of $was applied to Ms***’s account for five months of the HBO service charges and will be reflected on the next statementFrontier advises that several attempts were made to contact Ms*** to discuss this issue further but was unsuccessful speaking to her further.Frontier has mailed Ms*** a letter with direct contact information if she needs any further assistanceWe 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 ***, 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,
*** ***

Frontier resolved the issue by adding number referral to announce the new number.Frontier issued a courtesy credit to Ms***’s account

The Complaint states that: Mr*** advises that he received bill for services after he requested cancellation of his Frontier services Frontier has investigated the above statements and offers the following response: Frontier advises that after a thorough audit, Mr***’s
Frontier account has been credited in fullFrontier advises that we spoke to Mr*** on January 22, to advise him of the above

The Complaint states that: Ms*** advises that when she called to cancel her service and go to another provider, an alternate resolution was provided by the Frontier Sales RepresentativeThe Sales representative offered to create a new account for Ms*** and transfer her phone
number Ms*** advises that since this change has taken place she has received two bills and has not been able to get her phone number changed Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience that this issue has caused Mr***Frontier advises that the new account that was set up for Ms*** has been cancelled, and the balance has been credited to 0.Frontier advises that Ms***’s original account is still intact and in working condition.Frontier advises that we spoke to Ms*** on March 26, to advise of the above

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,
*** ***