Frontier Communications Corp.

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 your bringing this matter to our attentionA review of the
customer’s account determined the disputed amount originated with Verizon. The customer was billed $(Fios TV) on
the September
10, billing statement. The customer was billed for the following equipment: HD DVR $ Serial #MA1039FT7717, HD Set Top Box $ Serial
#***HD Set Top Box $ Serial #***Our records indicate the customer was issued credit
in the amount of $($+ tax ($381.51*2) for the HD Set Top Boxes on
August 25. This credit appeared on the
September 10, billing statementThe customer received credit for the HD
DVR in the amount of $598.13. This
credit appeared on the November billing statement. The customer has been issued full credit
for all Fios TV equipment. There is no
additional credit warranted for Fios TV equipment. The last payment
remitted to the account prior to the equipment charges dispute was July 8, 2015. This payment covered services rendered for
May and June 2015. The customer’s
recurring monthly charges were months in arrears when the Fios TV equipment
dispute was resolvedThe customer remitted the next payment on November 23,
2015.At the time of
disconnect the customer had an outstanding balance in the amount of
$1489.43. The customer remitted payment
for this balance on August 16, 2016. The
account now has a zero balanceSincerely,Amara H.Frontier
Customer Relations Specialist/GM Specialist

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 is being billed for services that have been disconnectedFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s account and has applied a credit adjustment that will appear on the new January 28, bill statement Frontier attempted to reach Mr*** to advise of the above information but was unsuccessful. Frontier left message and email that included direct contact informationWe 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 her bringing
this matter to our attention The Complaint states that: Frontier was given one and a half million dollars from state grant money over six months ago for installing Weston, WI with Internet service and repair the area. Nothing is happening thereFrontier has investigated the above statements and offers the following response: Frontier is continuing to use Connect America Fund (CAF) Funding in the most effective way to reach as many customers as possible. CAF is a six year program ending in and Frontier hopes to upgrade your service as soon as feasible. Given that many factors could impact the timing of an upgrade we cannot guarantee any specific date for project completionWe 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

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

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*** wishes to receive a credit in the amount of $for the timeframe in which she experienced repair issues with her Television Set Top BoxMs*** also details her poor experiences with customer service and technical support in addition as well as issues with her home phone upon installationFrontier
has investigated the above statements and offers the following response:Frontier Communications has reviewed Ms***’s account and has come to the conclusion that further credit is dueMs*** did not reference her home phone issues in her previous complaint, however, Frontier is more than willing to issue prorated credits for time out of serviceMs***’s phone service was out from date of install, January 4th, to date of repair which was January 12th, Approximately days without phone serviceMs*** pays $30/mo for her home phone, or $a dayNine days at $a day plus taxes would be a total credit of -$10.48.Ms*** has already been issued credits in the amount of $for the video time out of serviceFrontier Communications advises Ms*** that her billing includes taxes, surcharges, internet and home phone servicesCredits due are for repaired items only i.eVideo servicesAt this point, Ms*** has only been charged for time that she has had Frontier services renderedFrontier advises Ms*** that she has not been charged any reconnection fees as mentioned in her rebuttal.Frontier has reviewed these additional remarks and the company’s position has not changed.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: Austin B*** Department: Executive Consumer Relations

Frontier Communications
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention
The Complaint states that:
• *** *** states that Frontier has not sent her refund of $since cancelling her
account on 8/25/
• *** *** states that she was advised by a two customer service representatives she would receive her refund in 1-weeks of her final billing
Frontier has investigated the above statements and offers the following response:
• Frontier has investigated and found that *** *** has closed her account on 8/25/and is due a refund of $
• Frontier has investigated on found that it takes 2-billing cycles to process a refund
• Frontier has spoken with *** *** and reviewed this information
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matter
Frontier Specialist: Angela C*** Department: Consumer Relations
Telephone Number: ###-###-#### Ex Fax Number: ###-###-####

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

Frontier has investigated the above statements and offers the following response: • Credit has been issued to the account; however please allow 1-billing
cycles for all credit to reflect on the billing statement. • We have made multiple attempts to contact Ms*** to further discuss the complaint and have been unsuccessful in our attempts. Ms*** has been provided our telephone number should further assistance be needed• Our expectation is that all Frontier customers have a positive experience when interacting with customer service. In the rare instance a customer has a less than positive experience; we make every effort to assure we are taking the necessary steps to prevent it from happening in the future We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced because of the above matter

Thank you for referring the complaint of Ms*** M *** to our office for reviewWe appreciate Ms*** M *** bringing this matter to our attention The Complaint states that: Ms*** M *** advises her internet is disconnecting several times a day and
she has to reboot her system to reconnect to the internetFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** M *** on August 30, 2017. Frontier explained that we have issued for time out of serviceWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** M *** 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*** 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

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

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

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 Revdex.com bringing this matter to our attention The Complaint states that: Mr*** advises he is being over billed by $ for his internet planFrontier has
investigated the above statements and offers the following response: Frontier has credited Mr*** account $ for the missing promotions from June to August 2017.Frontier has corrected the promotions and Mr*** has Simply Fios 150/$ 84.99- $12-month credit until June 2018= $ plus tax/fees.Frontier spoke with Mr*** on September 6, and reviewed the aboveWe will also follow up with him on next bill to review if adjustments necessaryWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Revdex.com 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*** advises that he placed an order for new Internet service and experienced a delay in getting
the order completed.Mr*** also advises that he paid a deposit of $on his new service orderFrontier has investigated the above statements and offers the following response: Frontier advises that the Internet service is not available at Mr***’s location at this timeFrontier advises that the deposit will be refunded back to Mr***’s credit card within 7-business daysFrontier spoke with Mr*** on January 16, to review this information with himWe 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 states Mr***’s account was disconnected on November 7, and a credit in the amount of $was added to the account on November 7, to match the price previously quoted for the November billing statementFrontier also confirms an additional credit of $was place on Mr***’s account on November 15, to cover a late fee incurred on the October billing statement.Frontier’s refund policy is to issue a refund days from the date of service disconnection or terminationThis time period is required to ensure all outstanding charges or credits are posted the closed accountFrontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account 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 Ms*** bringing this matter to our attentionTelephone number 919-471-8191. The complaint states that: Ms*** advises that she requested Frontier to turn off her service effective
February 21, the day that she sold her home. Ms*** was advised that she would be billed until March 13, because she was paid in advance. Ms*** advises that she also has to pay a $disconnect feeMs*** advises that she was out of service for four days in February and would like creditFrontier has investigated the above statements and offers the following response: Frontier advises that an order was placed to disconnect service and dated for Mach 13, the end of Ms*** bill cycle. Ms*** was eligible to continue receiving service through the end of her billing cycle. Frontier advises there is a fee of $when a customer discontinues broadband service.Frontier advises that credit has been applied to Ms*** account for the $fee tght she was billed and $for out of service for the four days and for her service from February 21, to March 13, 2018. Ms*** will receive a total credit of $leaving a credit balance of $30.32.Frontier spoke with Ms*** on April 3, and advised her she has a credit balance of $and will be receiving a check and it takes about to business days to process and receive. Ms*** is satisfied with the resolution and has direct contact informationWe 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. Frontier has been contacting meThey are working with city government to get permit to lay fiber cables from central station to my propertyHowever, as of today, they are still "actively working" on this issue and I don't have Frontier Internet connection installed
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 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,
*** ***