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.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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will have to do
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 *** *** 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

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

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*** is disputing his bill for Frontier servicesFrontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the products that Mr*** subscribes to is $per month plus taxes and surcharges. Frontier also advises the TV service has been disconnected on March 22, 2018. Frontier further advises that credit adjustments have been applied to Mr***’s account that will appear on the April 16, bill statement. Frontier spoke to Mr*** on April 9, and advised of the above and provided direct contact 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

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

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.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Ms*** states as of May 3,
she has experienced Internet service issuesMs*** states multiple appointments have been created but have not been completed by FrontierFrontier has investigated the above statements and offers the following response: The Frontier had a technician completed Ms.***’s Frontier Internet service repair on May 21, The Frontier technician found the Frontier equipment was causing the Internet issues.Frontier’s policy is to issue an out of service credit when a customer is without service for over hours. Frontier applied an out of service credit of $for the Internet service issues from May 3, to May 21, 2016.Frontier advises that we have made several attempts to contact Ms*** regarding this issue.Frontier advises we have left Ms*** messages on May 20, 2016, May 23, and May 24, but has received no response.Frontier has mailed Ms*** a letter with direct contact information if he needs any additional assistanceWe 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 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: ###-###-####

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

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** states that she was quoted $for her internet services.Ms*** also stated that she has
not been credit for the over charge of her monthly servicesFrontier has investigated the above
statements and offers the following response:Frontier investigated Ms***’s account and found that she was missing some promotional discountsAs of April 23, 2018, the promotional discounts were applied to the customer’s accountFrontier records reflect credits of $has been issued to Ms***’s account.Please allow 1-bill cycles for the credit to reflect on the customer’s billing statement.Frontier representative has made several attempts to reach customer however was unsuccessful.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: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

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.I NEVER confirmed any processing of a refundI NEVER agreed to their offerIt was CRAMMED DOWN MY THROAT!I want a CASHABLE CHECK for THREE MONTHS of Service - TWO MONTHS of INTERRUPTED Service, ONE MONTH of PREPAID ServicesI paid for September and then dropped their Services before it took effect.*** ***

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate *** bringing this matter to our attention The Complaint states that: Ms*** advises she paid balance owed on closed account and she received another bill with a different account
numberFrontier has investigated the above statements and offers the following response: Frontier’s records indicate that Ms*** requested services and was provided a temporary number from November 30, to December 27, On December 27, Ms*** requested to port in a number to FrontierFrontier closed temporary account on December 27, and new number requested billed from December 27, to January 26, Frontier received a request to port number out and account was closed.Frontier confirmed that all charges and promotions are correctFrontier made several attempts to reach Ms***; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms*** 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 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

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: We understand the customer does not agree with the resolution provided on August 14, 2017.Frontier maintains its initial responseWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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 *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: *** has been trying to return a *** Thermostat that she never asked forFrontier has investigated the above statements and offers the following response: We have spoken with the return department and issued a return kit. We have issued a credit of $on the account for the cost of the *** Thermostat and the Shipping. We have reached out to Mrs*** on March 11, and spoke with Mr*** to advise of our findings and he stated that he will pass the information onto his wifeWe 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

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 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