Frontier Communications Corp.

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 that he has been trying to order Quantum enhanced DVR boxHe explained that he received the
label and box to return old equipment, but never received the Quantum boxI would like to get the equipment I orderedFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on May 26, 2017. Frontier has confirmed that Mr*** should have received the quantum equipmentFrontier has resent the Quantum DVR on June 2, and confirmed that a technician is not neededMr*** has been sent self-install instructionsFrontier has made several attempts to reach MrTaylor; however, we have not been able to speak with MrTaylorFrontier has sent a ‘Please contact Frontier email letter’If Mr*** has additional concerns he can call the Executive Relation at ###-###-####Frontier has set a follow up to ensure equipment was received and working correctlyWe 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 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meCustomer service contacted us and provided the requested refundThey were very kind and responsive in their attention to this matter
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
I am requesting that Frontier void my contract, as that I initially signed with Verizon and am not satisfied with the quality and customer service of Frontier I also wish to have my account brought current so that I will not be responsible for paying services that weren't 100% delivered. On 10/05/I received a call from a Frontier representative named Chris, Chris even admitted to some of the services not working for the Verizon Frontier transitionChris offered me a credit to my account for not having the on demand service working
Regards,
*** ***

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 was billed more per month for his service than he agreed onMr*** advises that
Frontier billed him for equipment he has already returnedFrontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s Frontier account is under ###-###-####Frontier advises that Mr*** had a promotional discount from December 23, to December 22, Frontier advises that Mr***’s promotion expired on the December 22, date and this caused Mr***’s billing to increaseFrontier advises that no further adjustments will be applied for previous billing as its been determined that Mr***’s billing issues were corrected when the issues occurredUpon investigation, Frontier advises on each billing statement the following notice is provided: Upon termination of service, you must return equipment owned by Frontier.Frontier advises that failure to return Frontier equipment or returning equipment in a damaged condition (subject only to reasonable wear and tear) will result in the imposition of an equipment fee that may be substantial.Frontier has confirmed that Mr*** has returned the equipment to FrontierFrontier advises that a full adjustment was issued on the account to cover equipment charges and it will post to the account in to billing cyclesFrontier has a scheduled follow up on May 2, to confirm the adjustment has applied properlyFrontier spoke to Mr*** on April 10, 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I am not happy with this, but will accept if they will accept $per month until paid with no extra charges
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.
They addressed the cost- that is fine I am working direct with msCobb to address the quality issue Frontier has made good effort and we have good communication on the quality issue I agree with closing this complaint Thank you to the Revdex.com and frontier for being reasonable and helpful I will continue to communicate with msC*** to get a tech to investigate quality issues. This is an example of a good use of the Revdex.com and a company making a good faith effort.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that there were hard inquiries, one on March 3, and one on May 4, 2017.Frontier determined that one could requested to be changed to a soft inquiryFrontier has issued the
request to have of the hard inquiry from March 3, changed to a soft inquiry to the reporting credit bureau.Frontier advises that on average, the above request takes 5-weeks for the change to be implemented by the responsible credit bureau.Frontier spoke with Mr*** advising of the aboveMr*** presented concerns regarding a promotional gift cardFrontier determined that this offer was not available in his market area.Frontier, as a courtesy, issued a one-time credit of equal value, in relation to the gift card offered.Frontier advises that the one-time credit will reflect in 1-billing cycles.Mr*** presented no further questions or concerns 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 has reviewed Ms*** account and discovered that she was charged a final bill in the amount of $for installation charges and a broadband processing fee not a refund for $22.89.After further
research, Frontier has credited the installation charges and as a courtesy also credited the broadband processing fee. Ms*** does not have an outstanding balance with Frontier. The collection agency assigned to Ms*** account, Credit Control Corporation, will be notified to withdraw collection activity.The agent handling this complaint has provided her contact information to Ms*** should she have any questions 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 that he has been experiencing intermittent speed and connectivity issues with his Internet service
from FrontierFrontier has investigated the above statements and offers the following response: Mr*** just recently on March 30, upgraded his speed to a faster service. Frontier has tried reaching Mr*** by phone several times and was only able to leave him messages on his voicemail serviceWe 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. Also, I want to let Frontier know that Patrick, the technician who restored my service on July 19th, seemed to be the only person who understood what was wrong with my service and was able to restore itHe did a great job and I want Frontier to know thatI talked with several people at Frontier and I was told it was a software programming issueThe tech who came out to my house on Saturday, July told me that there was nothing he could do - that it was just a programming issueHe obviously didn't know what to doI think they need to train their people better
Regards,
*** ***

The Complaint states that: Ms*** states that she never had service with Frontier but she has been sent bills for service, and was referred to collections as a result Frontier has investigated the above statements and offers the following response: Frontier advises
that after careful review, Ms***’s account has been credited in fullPlease allow 30-days for the debt to be removed from the credit bureaus

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,
*** *** ***I have also made numerous attemps to call Carla at frontier back, but I have had no success in getting throughI had to search, but finally I did see the notice of upcoming increase on page-of my bill and it was in small printObviously this was not meant for a customer to notice

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 has experienced issues with his Internet service from Frontier. Frontier has
investigated the above statements and offers the following response:Frontier advises that a repair was completed on February 3, Frontier records show that there were reports of Internet service issues in July that were repaired on July 26, Frontier has no records of additional service issues being reported between these dates.Frontier issued and adjustment for one month of Internet service in the amount of $due to the service issues he experienced in January 2017.Frontier has made several attempts to contact Mr*** regarding this issue but has been unsuccessful in speaking with him.Frontier has mailed Mr*** a letter with direct contact information if he needs any additional assistance 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 additional concerns from *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that:Ms*** states Frontier assigned her a phone number that is not working, stating when it’s called after two
rings it goes to the fax line which is not set up. Ms*** stating we gave the number to the dollar general store and then she was assigned a different number supposed to have the land line on 10/30/17 she would like the phone service and fax fixed Frontier has investigated the above statements and offers the following response: Frontier has verified with Ms*** that her phone/fax line is working. Currently Ms*** has one line that is being used for phone and the faxFrontier records show phone service was added to Ms*** existing Internet line this order has a due date of 10/30/17. Records show the due date was missed and a voice mail left for Ms*** notes state unable to get to this today will work tomorrowOn 11/01/notes state phone is being usedFrontier has contacted Ms*** and advised of options for a separate phone number for the fax line should she decide this would benefit her. 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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she has been experiencing intermittent speed and connectivity issues with her
Internet service from Frontier for a few months Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on December 28, and advised her that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference. Customer speeds may vary over timeFrontier advises that we issued a credit for to cover the time out of service and a courtesy adjustment as wellMs*** was satisfied with this resolution 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

The Complaint states that: Mr*** reporting Internet service is down Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to the site on September 9, and repaired the line. Frontier’s attempts to
reach Mr*** for confirmation have been unsuccessfulShould he need further assistance I have left my contact information

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 case of *** *** to our
office for review. We appreciate you
bringing this matter to our attention.Frontier records show that the account was disconnected on
March 9, and written off on June 22, 2017.*** took over the account on September 10,
from Wayne
Stevenson. The last payment of $
was made on the account in October A $credit was issued and
reflected on the customer’s December 19, billing statementProrated
credits of $was posted on the April 19, billing statement based on
the disconnect date of March 9, The unreturned equipment charges will be removed from the
account after the equipment has been returned.We trust this information will assist you in closing this
case.Frontier Communications

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 Frontier was supposed to install home phone service on June 30, 2017, and no technician
showed up. She also advises that Frontier told her that a technician would come out on July 3, 2017, but no one showed up againMs*** advises that after the phone service got installed on July 5, 2017, she would like Frontier to compensate her for the missed appointmentsFrontier has investigated the above statements and offers the following response: Frontier advises that the technician came out and installed the phone service at the customer’s home on July 5, 2017, and the service is currently workingFrontier advises that a representative will be following up to issue a missed appointment credit once the first bill prints out.Frontier spoke with Ms*** on July 7, and confirmed that the issue has been resolved and no further action is neededWe 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