Frontier Communications Corp.

Frontier confirms Ms***’s services were not working from January 25, through January 30, 2017.Frontier advises credits were added in the amount of $to cover services not working from January 25, through January 30, and are appearing on Ms***’s March billing
statement.Frontier advises Ms*** was advised of the above

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 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

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

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

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 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

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 *** *** 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

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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
What this boils down to is 'he said-she said'. I paid for a service for years that they never activated. I am not computer savvy and I just believed that when they offered this service that they would activate when (and if I ever) I ordered it. They say it was up to me to log in and activate after receiving an email. I looked back through all my emails and I don't find any such email but that was years ago. This company has robbed me of hundreds of dollars and they only want to reimburse me less than $100?!?!?! That is just incredible!! I guess there is nothing else I can do and that I am just stuck with their resolution even though I know it is not the fair and just one. Thanks for all your helpI appreciate your time
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: Frontier has over-billed her account when returning from vacationFrontier has not processed her
adjustment in an acceptable time frameFrontier billed her a fee for returning from vacation Frontier has investigated the above statements and offers the following response: Frontier has reviewed the billing and found the November billing in question was a prorated bill for October 12, to December 15, 2016.Frontier reviewed the credits on Ms***’s account and found $was approved and posted on her December billing.Frontier has issued credit for for the vacation fee billed to her that was billed in error 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 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,
*** ***

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

The Complaint states that:Mr*** advised that he signed up for Frontier’s 12mbps internet service and was quoted a monthly reoccurring charge of $Mr*** received his first bill and was charged $Frontier has investigated the above statements and offers the following
response:Frontier advises that the non-promotional offer for Simply Broadband Ultra (up to 12mbps)The standard promotional offer reduces the packaging to $plus applicable taxes and surcharges.Frontier is currently offering a promotion to reduce the Simply Broadband Ultra to $for the first yearFrontier advises that Mr***’s account did not have this promotion.Frontier has adjusted the $charge on his January 4, billing adjustmentProrated charges are based upon the non-promotional pricing.Frontier advises that Mr*** has disconnected his Frontier services as of January 21, 2017. 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

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 called many times to resolve the issue with frontier and was advised to unplug my modem and plug it back inNo one ever offered any resolution or told me that speeds will vary from time to timeOnly when I was disconnecting service was I told that my address was considered unserviceable based on the speeds available to my address, yet they continued to charge me even knowing that I would never receive anything close to what they said they would provideOver years of constant waiting for things to work and hoping it would get betterupgrades are too little too late, they've shown their customers are priority zero when it comes to keeping promises or maintaining equipmentMy request is not unreasonable considering that my address was provided service even though in their system is has been labeled "unserviceable"I did not receive anywhere near the product I paid for, a blatant misrepresentation of their servicesMy next step is to hire an attorney, of which additional fees will be added to my claim and I will seek the entire amounts paid to frontier for the years of "service" + attorney and court fees

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 he did not have full access to internet until mid-May and TV until the end of May
Mr*** advises his first bill was $ Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** installed service on April 20, He then experienced and extended outage to May 16, Facilities serving his location needed to be upgraded in order to provide the 100M data speed.Frontier has issued credit to Mr***’s account for charges associated with installation, time out of service and incorrect bundle discounts 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

Frontier has reached out to Ms*** about her complaint advising we needed additional information Ms*** said she would provide. Frontier has not heard from Ms*** and our attempts to contact her back at the number on the complaint have been unsuccessful

Frontier has reviewed the account of Ms*** and finds that she does not qualify for the $Gift Card now, as she changed her products within the first daysThe call was reviewed and the following will show exactly what the agent advised: (At 2:minutes into the call) Product
Recommendation: First mentions $Amazon card, reviews $for Frontier Digital Phone Essentials and Broadband Max (At 11:minutes into the call) Agent reads Base price with surcharge with one time charges disclosure: "The base price for this plan is $prior to any customizationsThis will be your monthly rate BEFORE surcharges and applicable taxes and feesYour one-time charges are $plus taxes and feesThese one-time charges will include any installation or activation fees." (At 11:minutes into the call) Agent reads Promo Product Recap disclosure: "Your order today includes Frontier Digital Phone Essentials and Broadband Max with Self Activation, Year Price Guarantee and NO Contract Also, with Digital Phone Essentials you get unlimited local calling with Long Distance minutes per month. If you decide later to discontinue service for phone or internet, you will lose this promotional pricing. Terms and conditions are available at ***." (At 14:minutes into the call) Agent reads Amazon Gift Card Offer disclosure: "In order to receive your Amazon Gift card you must pay your initial bill and you will receive an email with your activation code days after the service order postsOnce you receive this code you will go to *** to redeem your electronic cardIf any changes are made to the account please be aware depending on the gift card amount you are subject to an early termination fee of up to $400." (At 14:minutes into the call) Agent reads Consent to Purchase disclosure: "Do I have your verbal agreement to process your Frontier order today?" answered with "Yes." Frontier at this time cannot offer the gift card, as the promotion was changed

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