Frontier Communications Corp.

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. Until the repair project is actually made and completedFor now the internet is better for the most partIf it begins to stop working again I will contact and advise Frontier tech support again
Regards, *** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention
The Complaint states that:
• Ms*** is stating that she was billed a charge to change her TV channel lineup and upgrade a TV set top box
• Ms
*** is requesting a credit for the one-time charge of $
Frontier has investigated the above statements and offers the following response:
• Frontier records were unable to locate an account for Ms*** with the information provided and the state in which she resides is out of Frontier territory
• Frontier has made multiple attempts at contacting Ms*** to verify a valid account that have not been responded to
Frontier is considering this complaint as closed until Ms*** is able to provide the requested information

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 that Frontier does not issue refunds in a timely manner Mr*** advises that Frontier kept him from porting out his telephone number Frontier has investigated the above statements and offers the following response: Frontier’s policy is to issue a refund after days from the date the service was disconnected or terminatedThis time period is required to ensure all outstanding charges or credits are posted to the closed accountFrontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier advises that Mr***’s account had a Local Carrier freeze that had to be remove in order to port the telephone number outMr*** requested to remove the Local Carrier freeze from his account on August 22, and his telephone was ported out on august 24, 2017.Frontier advises that Mr***s’ refund of $was processed on November 9, and he should receive it in to business days 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 find that this resolution is satisfactory to me Ita a shame it took this to resolve this problem, after hrsphone time and getting no where , customer service really needs to be looked into !
Regards,
*** ***

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms***
signed up for a rate of $for internet on January 6th, 2015, with a price guarantee for yearsMs***’s price went up to $after yearsMs*** has contacted Frontier several times to address the pricing and has been advised an autopay discount was removed after two years, and is no longer eligible to be added back Frontier has investigated the above statements and offers the following response: Frontier offers a variety of packages and promotions to our new and existing customersAt the time this promotional rate was added, all marketing material identified the automatic pay was needed to receive the $discount for the first two yearsFrontier has reached out to Ms*** and discussed the pricingFrontier agrees that the agent did not recap the length of the $discount at the time of processing the order in In this instance a one-time compromise credit has been applied to the account that will appear on the next bill statementMs*** stated she was pleased with the credit and considered the issue resolved 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 Brian M*** Executive Customer Relations Frontier Communications

Revdex.com:
WOW i'm so impressed this system works as great as it should!!!I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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
Regards,
*** ***
That is completely falseI still have hit and miss Internet, everything I said regarding my customer service is 100%trueThere are cases very similar to mineThe service is terribleI wouldn't recommend to anyoneIf you've seen all over the news this company is experiencing problems with all of the customers and their customer serviceI said months ago if they can't correct the service to cancel it and I was hung up onIf they can't fix their issues cancel it!

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr*** stated he was not receiving his billing statements from Frontier and was not able
to pay the bill and the service was disconnectedMr*** states Frontier advised him that he was in paperless billingFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate the billing has been adjusted to the date of disconnection.Frontier advises upon reviewing the account our records indicate the account is profiled to receive a paper copy of the billing.Frontier advises upon reviewing the account our records indicate the billing address for the account has been updated.Frontier advises upon reviewing the account our records indicate *** *** has been sent information on the various ways he can pay his bill.Frontier advises on April 6, Frontier spoke with *** *** and advised her of the above mentioned.Frontier advises *** *** has a direct point of contact to Frontier for any further assistance with this issueWe 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 Mr*** bringing this
matter to our attentionThe Complaint states that: Mr*** deactivated internet and television services as of 4/20/due to a missed appointment. Mr*** does not want to pay the Early Termination fee for deactivating servicesFrontier has investigated the above statements and offers the following response: Mr*** scheduled a transfer of services with Verizon to be completed on 4/15/in the morning. Frontier had an all-day appointment scheduled for Mr***. Frontier dispatched a technician on 4/15/in the afternoon and nobody was home. Frontier attempted to contact the customer, but no valid contact number was on the order placed by Verizon. Frontier was able to reschedule the transfer order for Mr*** for 4/29/16. Mr*** cancelled the transfer order and deactivated the internet and television services as of 4/20/Mr*** was enrolled in a month commitment that was scheduled to expire on April 6, The customer cancelled service on April 20, An early termination fee is billed when service is cancelled prior to the expiration of the contract term. The early termination fee is valid and sustained.A Frontier Customer Service Representative has contacted Mr*** and confirmed he is satisfied with the resolution of this complaint. 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*** advises that she called Frontier on July 28, to downgrade her TV, internet, and home phone bundle
package to just internet service only, and was told that the monthly rate for her Frontier internet service would be $per month. Ms*** advises that her internet service was turned off on December 29, 2016, and was told that it was because of an unpaid balance, resulting from her making partial paymentsShe also advises that she found out that she had been getting billed $per month for the internet as well as $late fees each month . Ms*** advises that she had been told by multiple Frontier representatives during the months of December and January that her billing would be adjusted accordingly for the amount that she had been overbilled, but the credits never got applied to her account Frontier has investigated the above statements and offers the following response: Frontier advises that a total of $in credits had been applied to the customer’s account on December 30, 2016, and another $in credits had been issued during the month of January 2017. These credits were for the charges that Ms*** was overbilled, from August thru January and also for the late fees that were charged.Frontier advises that the bill that generated on January 28, shows that the customer now has a credit balance of $7.38, which will be applied to her February 28, statement. Ms*** will not owe Frontier any money until March 23, 2017.Frontier advises that a voice mail message was left for Ms*** on January 31, and also on February 1, 2017, advising her that all credits had been issued to her account, totaling 246.35. She was also advised in both voice mail messages that she has a credit balance of $ 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 complaint and offers the following response: Frontier completed the installation of the service on October 5, 2016.Frontier has issued a credit for $due to the delays

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her for bringing this matter to our attention The Complaint states that: Mrs*** ordered internet and it has not worked, she cancelled the account and is continuing to be billed Frontier
has investigated the above statements and offers the following response: Frontier spoke to Mrs*** and advised the account has been closed and the bill has been brought to a zero balance 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

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 been incorrectly for the cost of her services with Frontier
Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Frontier has made the appropriate adjustments on the account.Frontier advises upon reviewing the account *** *** for the April and May billing cycles had the correct price for services.Frontier advises upon reviewing the account had a past due balance coming forward on the May billing statementFrontier advises upon reviewing the account on the June billing statement reflects Internet service only that *** *** requested, Ms*** incurred an early termination fee due to being in a two-year agreement for her TV, phone and Internet services with FrontierThe remaining Internet service was month to month.Frontier advises it has spoken to *** *** on August 16, and advised that the final bill is correct 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 *** *** to our office for reviewWe appreciate him bringing this matter to our attention The complaint states that: Mr*** advises that since Frontier took over his service on April 1, that he has been constantly overchargedMr
*** states he has spent countless hours trying to resolve his billing dispute with FrontierFrontier has investigated the above statements and offers the following response: Frontier made contact with Mr*** on October 20, Frontier has provided Mr*** with details of his monthly chargesFrontier researched his billing back to when service was installed December and found that Mr*** has not been overchargedFrontier has credited Mr*** for a reconnect fee and late payment fees due to his disputeFrontier has provided Mr*** with a direct point of contact should he have further questions or concerns 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*** with *** *** *** ***, advises he has a billing discrepancy with FrontierHe
states service at his temporary location should have been disconnected in Frontier has investigated the above statements and offers the following response: Frontier advises our records do not indicate Mr*** requested to disconnect service in 2015. Service was disconnected in February the remaining balance due of $is valid.Frontier has been unsuccessful in our attempts to reach Mr***, we have provided our direct contact information 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 rebuttal complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The complaint states that: Mr*** advises that he received a letter dated December 27, from Frontier in the amount of $and has no idea what the charge is for. Mr*** has called several times to dispute this charge.Mr*** indicates that Frontier improperly charged him an early termination fee and his account was renewed without his approvalFrontier has investigated the above statements and offers the following response: Mr***’s account was automatically renewed on May 23, and each year thereafter. Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts. Frontier lists the contract dates and the automatic renewal policy on our monthly invoice.Frontier advises the guidelines were followed and the early termination fee of $plus fees and taxes are valid according to our policies when a customer ports out their service to another provider.Frontier spoke with Mr*** on March 7, and advised of the above.Frontier advises that Mr***’s account was turned over to an outside collection agency on February 10, 2018. Mr*** will need to contact Credit Collection Services at ###-###-#### to dispute the charge We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Duplicate complaint: I cancelled service with Frontier on July 16th, and was told that I would be refunded the amount I overpaid within daysI called months later when I had not received my refund for the amount I overpaid and they said it would take another few days, since the full
days was not up yet, and I should be refunded in the next weekAfter two weeks passed, I called again and let them know that I had not been paid yetThey said the refund was being processedAfter another two weeks of not receiving anything I called again and they told me I needed to contact their bank (CitiBank) to find out where my check wasI then filed a complaint with Revdex.com (#11840203)When I got home today, I had received a Visa Debit card (not a check) in the amount of my refund from CitiBankI do not want a debit card that has a 1-year expiration date, and was never told this would be the caseI expect a check, and it has now been months since I cancelled service.I would like a refund check from Frontier and feel that they should find a way to compensate me for the hours I have spent on the phone with them trying to resolve this, and the fact that it has now been months and I have still not received a refund

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises the internet installation done by a Frontier technician was unprofessional so he called in to
cancel service, but was still billed for it Frontier has investigated the above statements and offers the following response: Frontier advises Mr***’s internet service was installed on August 12, The account was not disconnected until September 2, Frontier advises between the time of installation and disconnection, 24,minutes of internet usage has been detectedFrontier has credited Mr***’s account $for the installation, however, charges for the internet service are accurate as there was usageThis leaves an account balance of $Frontier has contacted Mr*** to advise of the above statementsMr*** claims he was still with *** *** *** at the time and did not use Frontier servicesFrontier has attempted to contact Mr*** further to get proof that he was still with *** *** ***, but has remained unsuccessful 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 Mr***
bringing this matter to our attention The Complaint states that: Mr*** ordered DSL from Frontier Communications, and that the service never worked properlyMr*** states that technicians were dispatched to address the problems, but were not able to resolveMr*** cancelled the service as a result of the aboveMr*** was told he would not have to pay for the services, but yet was billed Frontier has investigated the above statements and offers the following response: Mr*** placed an order for DSL service on April 4, with an installation due date of April 7, 2017.Frontier technicians tried to resolve the DSL internet issues and were not able to do so. It was then recommended that the service be changed to Frontier FIOS.An order was placed for FIOS service, but the service order was canceled.The FIO service order completed as installed in the Frontier billing system. This caused Mr*** to be billed for both services.Frontier has issued credit to Mr***’s account and the balance is now zero.This information will also be updated with the credit reporting agencies 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*** advises that after she downgraded to just Frontier internet service by cancelling her Frontier
television and home phone services, she was told by a Frontier agent that her bill would be prorated to show the change in service. When this did not happen, another agent told her that the proration would occur in January Ms*** advises that she was told that Frontier would be sending her a box for her to return her tv equipment back Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on January 3, 2017, and explained that since Frontier bills in advance, the proration resulting from the change she made to her services will show up on her January 10, statementIn addition, the order that she placed did not post to our system due to an order posting error, but that error will be cleared up before the start of the January billing cycle.Frontier advises that Ms*** was informed that her December bill total of $normally be prorated at $125.71, but since she is on automatic payments, the full balance will be deducted from her bank account, and that will result in a credit of $on her January statement. That amount would then be deducted from her regular $monthly charges, so she would have a credit balance of $on that January bill.Frontier advises that a return box will be sent out and that she should receive it within 4-days so that she can return her equipment 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