Frontier Communications Corp.

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,
*** ***
My internet was out again yesterday and also I had asked for the days I went without internet last month that they told me they would credit me with and did not doAlso they have called only twice and I had told everyone I had talked to that I work hour shifts and they would have to call after 630pm I did return the call and had to leave a voicemail due to days off for holiday there

Frontier CommunicationsThank
you for referring the complaint of *** ***
to our office for reviewWe appreciate Ms*** bringing this matter to our
attention.The
Complaint states that:Ms*** indicates that Frontier did not provide a refund in a timely manner.Frontier
has
investigated the above statements and offers the following response:Frontier’s refund policy is to issue a check 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.Frontier finds that this refund has been sent for processing on March 16, Customer will receive a prepaid Citibank card for the amount of $Processing may take up to business days.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 Specialist: Allison S*** Department: Executive Consumer Relations

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*** had a cancelled new service installation order with Frontier and it awaiting his $refund since March 2016.Frontier
has investigated the above statements and offers the following response: Frontier initially mailed out a check to Mr*** however the last name was incorrect, we have reissued a $check and mailed it to Mr*** on April 22, 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 the above statements and offers the following response: Our records shows that when *** *** signed up for Frontier satellite services in February with auto renewal. In the January statement shows that his auto renewal would be effective February
2017. This information can be found on his statement under “Important Customer Information” which states: Your Frontier Secure agreement will automatically renew effective 02/20/17. As you agreed, your Frontier service includes a or year term commitment with automatic renewal at then applicable pricing and an early termination fee of up to $depending on your bundle of service. Your Frontier Secure agreement will automatically renew effective 02/20/19. As you agreed, your Frontier service includes a or year term commitment with automatic renewal at then applicable pricing and an early termination fee of up to $depending on your bundle of serviceFrontier’s Early Termination Fee in the amount of $will be sustainedWe 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*** states in August he was charged for a service call and states he was advised it would be refunded and
it never wasMr*** states the internet was shut off every month due to the “past due” balance on the account, stating this was due to the promised refund. Mr*** states he then cancelled his service August and now the past due balance is in collections Mr*** would like the service call to be refunded and to have no balance due. Frontier has investigated the above statements and offers the following response: Frontier records show Mr*** was charged an installation charge of $when an upgrade order was written which appeared on the 09/28/statement. A credit of $was applied to the 12/28/statementFrontier has no record of a service call charge Frontier records show Mr***’s Internet was suspended 11/19/15, 02/25/and 05/18/due to past due balances. Frontier records show Mr***’s services was disconnected on 08/22/as requested. Frontier records show Mr*** does have a past due balance of $which is valid and is for prior working service We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter Sincerely, Frontier Customer Relations

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 she returned her TV equipment back to Frontier days after disconnecting her account
• Ms
*** says that she paid her final balance in full but has since received statements that are billing for the equipment
• Ms*** states that customer service agents confirmed that the equipment was received and advised that she does not owe the balance however she is now being advised that she will be sent to collections and her credit affected
• Ms*** is requesting a letter stating that the equipment was received and that she has no balance due to Frontier
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Ms*** returned both of her TV set-top boxes, which were received by Frontier on 11/8/
• Review of the account history confirms that Ms***’s final balance was paid in full on 11/15/and due to a system error she was billed for unreturned TV box on the 12/4/billing statement
• Review of the contact history confirms that that the billing issue was not corrected by customer service as required and the balance was referred to collections for processing
• Ms***’s balance has been adjusted to zero and an email confirmation has been provided to her
We trust that this information will assist you in closing this complaintWe 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 the internet was reported as being out on August 29, and restored on September 6, It was determined that the wrong password was used.Frontier advises that the repair ticket
place does not show a specific appointment time but has a commitment date of September 3, 2016.Frontier has internally addressed any training opportunity in relation to this complaintMr*** was issued a credit of $for the service concerns since September 1, 2016. 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 has investigated the complaint and offers the following response: Frontier replaced her old Westell modem, and installed a splitter on July 30, 2016.Frontier left voice messages for Ms*** and advised her of these results

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 he sold products he did not need or want by FrontierFrontier has investigated the above
statements and offers the following response: Frontier spoke with Mr*** on March 27, 2018, and reviewed complaint and account.Frontier worked with Mr*** to correct his account to internet only, and issued credit for services for $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

Customer had been advised that an adjustment would be issued for $359.96. Frontier's adjustment team denied the adjustment due to no notes confirming Mr*** called to disconnect service in May 2016. I spoke to Mr*** and he advised that he had been in contact with Justin
Collins/SPCLST, CUSTOMER, RESNL with FrontierI contacted Justin and he advised that Mr*** called him and spoke with him about disconnecting services in early May. I agreed to adjust charges from 5/1-July 10, 2016. Total adjustment is $307.80. Mr*** owes charges from April - April in the amount of $99.99. Customer understands and will send payment. Case Closed

Mrs*** can now see her balance online at www.frontier.com after logging in with her Frontier IDIf a bill is printed with the charges, Mrs*** can Refile with the Revdex.com, however, this is now resolved

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 without Video On-Demand services from April to the end of JuneCustomer requested a credit
of $ Frontier has investigated the above statements and offers the following response: Frontier has reviewed the accountThe request of $was denied because Video On-Demand is a free feature that comes with TV packageTV programs and equipment was working properly outside of the on-demand contentIt is not a billable serviceFrontier issued a $courtesy credit, as well as an out of service credit for a separate issue from July to July 11, in the amount of $Customer has been advised, and has contact information for any future questions or concerns 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 review. We appreciate her bringing
this matter to our attention.In the complaint Ms*** expressed concern regarding Frontier
reporting her to collections without notification.Our records indicate a
disconnect order was requested on August 2,
and the disconnection was completed August 9, There was no forwarding
address provided at the time of disconnect; therefore, the monthly statements
continued to be sent to the address on file. The address on filed was *** *** *** *** *** ** *** The account was written off and credit reported in October 6, 2016. The account was not paid prior to the date it
was written off. The records indicate
the customer paid the balance off January 13, Our records indicate the update was submitted on February 1, 2017. Once Frontier submits the update, it is out
of the company’s hand and is up to the credit bureau to update the records
accordingly. The Frontier Collections department confirmed the records are showing
in Ms***’s credit file, “paid charge off”. If there is anything further indicated, the
customer must open a claim with the credit bureau.We sincerely apologize for the inconvenience the customer has
experienced as a result of this matter.Should Ms*** wish to dispute this matter further, it must be
done with the credit bureau.Sincerely,Felicia T***Executive Customer Relations###-###-#### EXT ***FRONTIER
COMMUNICATIONS

Thank you for referring the complaint of *** *** to our office for review We appreciate Ms*** bringing this matter to our attention.The Complaint states that:• Ms*** states she has had issues with her television pixelating for the past months, that she’s called multiple
times and the issue has not been resolved • Ms*** states she was offered a new plan at a rate of $and was advised her bill would be $108.00. • Ms*** advises she received a bill stating she owed $due 12/31/and she was late Ms*** states she had already paid her December billing. Frontier has investigated the above statements and offers the following response:• Frontier records indicate Ms*** contacted tech support via chat on 12/1/regarding pixilation issues on one of her set top boxes but ended the chat prior to troubleshootingOn 12/2/Ms*** contacted tech support again and wanted a technician out to replace her box, Frontier advised a new one could be mailed out which was confirmed delivered on 12/6/ On 12/23/Frontier technical support provided Ms*** instructions on changing out her new box and she advised she would try the next dayOn 12/24/Ms*** contacted Frontier who provided assistance setting up her WiFi network.• Frontier technical support reached out to Ms*** directly regarding the pixilation issues she states she was still experiencing after receiving her Revdex.com complaint A trouble ticket was issued and a technician was dispatched on 1/9/The technician replaced the set top box and the Optical Network Terminal Ms*** verified the service issues were resolved. • Account review shows an order was placed on 12/31/to remove phone service, and change Ms*** to an Internet and television only bundleNotations advised she called about the $offer but was quoted $plus taxes and surcharges which included equipment charges Account review shows Ms*** currently has a base rate of $which includes 30/30M internet $and + $Prime television package less a $promotional rate for months Ms*** has equipment charges in the amount of $ The current rate is $plus taxes and surcharges for months.• Ms*** was provided a full month of television programming credit in the amount of $on 12/27/ Ms*** was also provided a duplicate monthly recurring credit associated with her old package that she discontinuedThe current amount owing on the 1/4/bill is $which has a due date of 1/30/17. • Frontier does not have record of a bill in the amount of $due on 12/31/under this same account numberIf Ms*** has a separate account number with a different billing amount she should contact Frontier regarding that specific account number.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations

Frontier Communications 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 his television charge has increasedFrontier has investigated the above statements and offers the following response: Frontier advises these charges are not part of the customer’s term commitment bundle pricingThese charges are subject to change.Frontier spoke to Mr*** and advised him of the above informationWe 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. Frontier Specialist: Tami L** Department: Customer Relations Telephone Number: ###-###-#### Ext 1122543 Fax Number: ###-###-####

Frontier has investigated the above statements and offers the following response: We contacted Mr*** on January 24, and isolated the issue to be physical at the customer’s premise. We offered to dispatch a technician; however, Mr*** stated there is no further need for any trouble shooting or repair. Our expectations is that all customers have a positive experience when requesting assistance with service or billing concerns. In the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced because 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
After submitting the request I was called & given another wrong set of information, and had another rude supervisor call me . I’m not facing slower then slow internet speeds I’m not able to even watch YouTube .
Regards,
*** ***-hales

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.Firstly, I thank Frontier for FINALLY fixing my voicemail issue. I spoke to someone who said he was told "to fix this NOW" and he has disconnected their voicemail service. However, their claim that a "period time can" result after multiple requests is bizarre, because ALL of the representatives and supervisors I spoke with said it was standard. They could not do anything about it once they make just ONE change to a customer's account. All of said representatives and supervisors expressed extreme frustration with this policy, as did I.As far as Frontier's claim that "internet speeds can deteriorate over time", I am now wondering why they are advertising an internet speed of mbps when I have consistently, from the time I signed up with their service, received only mbps. As they have reviewed my account, they should be aware that I stated to a technician that my computer is feet away from their equipment. This computer and my cell phone are the only two items connected to my wifi.Although their promotional materials may state the speed I am paying for is not "guaranteed", none of this was stated on their website before I signed up. I know this because I specifically was looking for this type of disclaimer. There was none. (I just checked the website, which now makes this clear.) Also, since their advertised internet speed is not "guaranteed", my question now is "What IS guaranteed? That I have internet at all? Even though I am not paying for mbps, I'm paying for 18."All in all, Frontier's response is extremely unsatisfactory.Lastly, my name is spelled ***, NOT ***
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*** advises he made a payment and has not been applied to Frontier accountFrontier has investigated
the above statements and offers the following response: Frontier reviewed payments made and unable to find payment in questionFrontier provided courtesy adjustmentFrontier reviewed last payment made on and issue was resolved.Frontier made several attempts to reach Mr***; however, we have been unsuccessful in speaking with himFrontier emailed a ‘Please Contact Frontier’ letter to Mr***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 Mr*** bringing this matter to our attention. The Complaint states that: Mr*** states that he does not agree that Frontier does not provide prorated credits on the final billHe
disconnected service with Frontier on December 15, He wants the credit for the days of service that he did not have it active Frontier has investigated the above statements and offers the following response: Frontier reports that we do not prorate on a final billMr*** disconnected his services on December 15, 2017, but will charged a full month of service on his final billFrontier notified Mr*** on his April bill statement that he could opt out of the new terms of service with Frontier, but he never called to opt outFrontier spoke to Mr*** today and he is aware of all of the above. 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