Frontier Communications Corp.

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

Frontier has investigated the above statements and offers the following response: The max high speed Internet available for this area are speeds up to MegsThe Frontier call records have been reviewed and Mr*** was advised he would get broadband max which has speeds up to Megs.A
Frontier consultant has been in direct contact with Mr*** and he was advised he would not get Megs due to congestion levelsTrouble Ticket *** was completed on 01/16/where *** was advised of the congestion issues and to allow an estimated two months for bandwidth reliefFrontier will e-mail the $Amazon promo code to ***Please allow at least three months from connection date to receiveIf the promo code has not been received by 2/24, the customer should 1st check their spam folderIf nothing is there contact Frontier to completed a gift card escalation form. We regret any inconvenience that *** *** may have 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*** advises he was billed a broadband processing feeMr*** advises that he was billed
for a full month of service even though he wanted to end his service earlierFrontier has investigated the above statements and offers the following response: Frontier advises there is a fee of $when a customer discontinues broadband serviceFrontier advises that Mr*** was billed (and thus incurred charges) through the end of his billing cycle. Mr*** was eligible to continue receiving Frontier services through the end of that billing cycle.Frontier advises that the Internet services were billed from December 7, through the end of the bill cycle on January 6, in the amount of $plus taxes $1.99. Frontier also advises the broadband disconnect fee of $was billed on the January 7, bill statement. The total billed is $less a payment of $received on February 1, for a balance left of $33.97. Frontier attempted to speak to Mr*** to advise of the above but was unsuccessfulWe 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 Mr*** bringing this matter to our attention. The Complaint states that: Mr*** states that several months ago he had an agreement with Frontier on a price for two yearsApproximately
three months ago his bill went up by $He attempted to resolve the billing issues on the telephone with Frontier, but was unsuccessfulHe decided to cancel with Frontier and was then charged a termination fee of $that he does not feel he should have to pay for since Frontier broke their agreement Frontier has investigated the above statements and offers the following response: Frontier reports that in September of the prices for our set top boxes went up by $eachThe VOIP Administration fee also went up in September by $Mr*** bill increased by $due to these rates and taxes increasingFrontier spoke to Mr*** and he had decided to cancel due to this increase in billingFrontier canceled Mr*** account on December 8, and charged him an early termination fee of Frontier has issued a courtesy credit of $for the termination feeFrontier spoke to Mr*** today and he is aware that he will be receiving a refund check for $within 7-business daysHe is satisfied with the resolution 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 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

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 Ms*** to our office for reviewWe appreciate you bringing this matter to our attention.According to the complaint:• Ms*** advises when she called to cancel her services with Frontier communications she was offered $a month with no
contract which has not been honored. Frontier has investigated the above statements and offers the following response:• Frontier Communications investigated the accountBack ground billing issues were found when Ms*** worked directly to Frontier’s Executive Leadership on February 14, Credits for the overages were issued totaling $. • Ms*** was provided direct contact information if further assistance is required 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

Tell us why here 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 payments that she made to Frontier were sent to Verizon in error and have not been applied to her Frontier account. Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’ complaintFrontier completed a payment investigation and located the missing paymentsThe payments were applied to Ms*** account on September 8, Frontier has made several attempts to contact Ms*** regarding this issue but has been unsuccessful in speaking with her further.Frontier has mailed Ms*** a letter with direct contact information if she needs any further assistance 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 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

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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that his bill is due the 25th of the month and he made the payment on April 25, 2018.Mr*** states
that he has been advised that his payment will not post until April 26, and that he could receive a $late fee Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** scheduled his payment through the Frontier online bill pay system on April 25, Frontier advises that this is not a real time system and can take up to two business days for Frontier to receive the payment on Mr***’s Frontier accountFrontier spoke with Mr*** on April 25, and explained the information above. Frontier advises that going forward Mr*** has set up Automatic payments to prevent any payment issueFrontier has a scheduled follow up on May 2, to review Mr***’s accountFrontier advises that if a late payment fee is generated Frontier will apply a onetime courtesy credit for this We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have 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
The response does not contain any resolution offer, just states some view of the company of my accountI don't see how stated information relate to the complaint. Also, mentioned start day is wrong, as wrong the information about using promotional pricing at that momentI am a customer since (october or november) and in I only moved to a different address and asked the Frontier company to move my service as well (which probably reflected as creating a new account in their records)At the time of the move, I used exactly same service plan as I had at previous location, and despite the fact that at the time of the move other promotional prices were offered by the company (higher speeds at the same price) I was denied to use those promotions, because I wasn't new customer (despite that now it seems their records indicate that I was)So the claims that I used promotions available in are not true
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.
Regards,
*** ***

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*** states she has a billing dispute with Frontier. Frontier has investigated the above
statements and offers the following response: Frontier spoke with Ms*** on July 21, and advised her account now has a balance due. 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 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 has investigated the above statements and offers the following response: Frontier advises that Mr*** must change out his equipment to newer equipmentFrontier further advises that customer wanting the NFL Red Zone must subscribe to the HD Premium TierMr*** started this
subscription on September 19, 2016.Should Mr*** need additional assistance, he can contact our technical support departmentWe 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

Revdex.com:I apologize for being unreachable the last few days
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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that: Ms*** advises she would like the reconnection fee waivedShe explained that she made her payment before it was due
Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on September 26, 2017. Frontier explained we confirmed payment made online and that we would issue credit for the reconnection fee and the late feeMs*** explained she is satisfied with the resolutionWe 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 reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** states that someone opened an account with Frontier under his name but it was not himHe was
told by Frontier if he filled out the fraud packet he could dispute the billMr*** states that he moves a lot so does not have a lot of the paper work Frontier neededMr*** agreed to pay the bill and then Frontier would remove it from his credit reportFrontier did remove it from the credit report but then added right back onHe would like it removed from his credit report Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Mr*** on several occasions, but was not able to leave a message because there was no voice mail set up for himFrontier is sending him a call me letter today 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: 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