Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that:*** *** states her internet service is slow and is requesting months of creditFrontier has investigated the above statements and offers the following response:As stated in Frontier's terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guaranteeFrontier’s promotional materials also clearly state that "Actual speeds may vary and are not guaranteedService subject to availability." Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interferenceCustomer speeds may vary over timeFrontier advises that it is continually working to improve its network and its customers' experience; however, Frontier has no specific plans for upgrades in Ms***'s area.Records show the last trouble ticket filed was in October 2015.Research failed to locate any calls to techinical support.At this time no credits are forthcoming as they are not credits warrantedNo additional information was provided to warrant a change in Frontier's position.We trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: Consumer RelationsTelephone 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. For your reference, details of the offer I reviewed appear below.As stated in the original complaint, we were under the understanding that we were on a month-to-month basis rather than a yearly contract as per phone calls made at the end of a previous contract term, even though it kept showing up on the invoice as a contract.
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 it took four months for his Frontier service to be installed at the propertyMr*** states that he
has to reset his modem ten times a dayMr*** states that he would like to have the Internet service repaired or he will terminate service Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on December 1, and he advised he was still experiencing Internet issuesFrontier monitored Mr*** connection for hours from December 5, to December 7, to track any Internet service issuesA Frontier technician contacted Mr*** on December 7, and Mr*** requested to have Frontier monitor his service until December 10, 2016.Frontiers records indicate that on December 10, Mr***’s Internet service was repaired by a Frontier technician.Frontier has made several attempts to contact Mr*** regarding this issue and was unsuccessful in speaking with himFrontier 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

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms***’s account and states that multiple promotions were added to the account which did not apply to the products and services she signed up for which caused the monthly service charges
to bill the rack rateOn May 3, 2018, Frontier removed the erroneous promotions and reissued the acquisition promotion under service order ***The monthly service charges will be $(after discounts) plus taxes and surchargesFrontier has issued several credits totaling $171.45. The credits are listed on the May 10, billing statementThe representative handling this complaint will follwith Ms*** and review future billing statements for accuracy and apply credits, if necessary We regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier
CommunicationsThank you for referring the complaint of Mr*** E***
to our office for reviewWe appreciate Mr***
bringing this matter to our attention.The Complaint states that:Mr*** E
*** states he has been charged $436.41. Mr*** signed up
for $a month, but has cancelled and should not be chargedFrontier has investigated the above statements and offers the
following response:Frontier advises we spoke with Mr*** sister and have advised of investigation to solidify their complaint.After investigation is complete the customer will be contacted again and advised.Please allow thirty to sixty days for the update.Our expectations are that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening againWe trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr*** E***
has experienced because of the above matter.Frontier
Specialist: Bridget G*** Department: Executive
Relations

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*** states since Frontier takeover she has not been receiving her monthly bills, and her service has been
temporarily interrupted without notice Frontier has investigated the above statements and offers the following response: Frontier spoke to Mrs*** and advised the correction to her mailing address did not update in the system, Frontier has corrected the mailing address with the correct apartment numberFrontier advised of bill statement date and the option to call or view online for amount dueFrontier has sent Mrs*** copies of her July, August, September and October statementsFrontier has credited late fees for the July, August, September and October statements 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she has been getting overbilled by Frontier each monthMs*** advises that her monthly
rate should be $per month, but every month she gets billed a different amount. Her January bill was $187.56, and she had been told by a Frontier agent that her February statement will have credits on it, but no adjustments at all appeared on that billMs*** advises that her monthly bills need to reflect the $rate and that she gets credited accordingly for the previous months in which she was overbilled Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** had been overbilled on her December 2016, January 2017, and February bills. This was a result of some discounts that had not been activated and thus did not get applied to her monthly rate for those billing cycles.Frontier advises that Ms***’s account has been credited in the amount of $for the December statement and $for the January statement, totaling $110.79. Her February had already been adjusted in the amount of $44.97. Frontier spoke with Ms*** on February 14, 2017, and advised her that all of the credits listed above have been applied. She was also advised that her monthly rate has been corrected to reflect the $amount that will appear on her future bills, and with tax, the total will come to approximately $per month 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that on April 26, 2017, she called Frontier to request a credit for the days that
she was without home phone serviceShe also advises that she did not see the credit on her bill when she received it on May 2, 2017. Ms*** advises that she did not have working phone service from June 13, to June 26, 2017, and that she was told that a credit will be issued for $and a $courtesy credit as wellMs*** advises that when she inquired why the credits were not reflected on her bills, she was told by Frontier that the credits were in pending statusMs*** advises that Frontier needs to issue the credits for the April and June phone outages, the $courtesy credit, and all late fees that were billed Frontier has investigated the above statements and offers the following response: Frontier advises that the credit for the April service outage had already been issued and posted to her account for the following bill cycle, dated May 25, 2017. A credit in the amount of $for the second service outage was applied to the charges for the June 25, cycle. Frontier also advises that the courtesy credit is reflected on the July bill, in the amount of $Frontier spoke with Ms*** on July 28, 2017. She was advised that credits for both service outages and the courtesy credit were already reflected on the May 2017, June 2017, and July statements. Ms*** was also issued an additional credit in the amount of $for the reversal of the late fees that had been charged, bringing her remaining balance to $ 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 above statements and offers the following response: Frontier advises Mr*** has disconnected his Internet services with Frontier effective February 22, 2017.Frontier advises Mr*** is no longer being billed for Internet service.Frontier advises Mr*** was paying for speeds as fast as 6Mbps.Frontier advised that Internet speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi Fi network interference. Customer speeds vary over time.Frontier advised Mr*** his physical address is in a location where high Internet usage during peak periods could be affecting Internet service speeds. We regret any inconvenience that *** *** may have 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: Mr*** advises that he was quoted a price for his services however is not receiving the price he was
quotedMr*** stated that he was to receive credit for the over charge he was billed and has not at this time.Mr*** also feels that he should be compensated for the loss of time he spent dealing with this issueFrontier has investigated the above
statements and offers the following response:After a review of the account, Frontier records that Mr*** was receiving the price he was original quoted with his servicesHowever on his August, September, and October bill he was missing some promotional discounts.As of October 26, this error has been correctedFrontier records reflect that a credit of $has been issued towards Mr***’s account for the missing bundle promotional discountsFrontier does not compensate for a customer’s loss of timeWe 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 Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Frontier has investigated the above statements and offers the following response: Ms*** upgraded from Frontier Max speed to Ultra Internet speed in October Internet speeds are based on multiple variables including limitations of the computer, time of day,
distance from the central office, etc.To date Frontier has applied adjustments to Ms*** account in the amount of $This covers the six months price difference as well as over days of no serviceAt this time Ms***’s Frontier account doesn’t warrant any additional out of service adjustments.Frontier has also adjusted the $early termination feeAt this time Frontier has been unsuccessful in reaching Ms*** however a detailed message left with contact information We regret any inconvenience that Ms*** 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** & *** ***

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*** states that Frontier has $of her money and her service has not been installedMs*** states Frontier has missed her install appointments and she has lost hours from work due to no showMs*** would like her money back Frontier has investigated the above statements and offers the following response: Frontier reviewed the case and we show that service were installed as of May 2,2017.Frontier shows that a deposit was collected of $and one statement was mailed out for service in the amount of $as of May 2,2017.Frontier called to review the case and we left a message with the reason for our call we also spoke with someone on the can be reach number and were advised that we had the wrong number.Frontier states if service is to be cancelled please contact customer service to assist as this will start the process for a deposit to be refunded.Frontier hopes that the service will be kept active and that Ms*** is enjoying her servicesWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of

Frontier contacted Mr*** on July 19, and advised that he would be issued adjustments for the install charges as well as shipping charges that appeared on his July billing statement.Frontier has issued an adjustment in the amount of $88.78.Frontier also advised that Mr***'s
service issues have been resolved

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 have years of complaints called into FrontierThere is a different story from each person I speak withMost of them will tell me that they are continually doing upgrades and an upgrade will comeThis is advertisement! Frontier reached out to me the other day and left a message for me to call them backI called them back and had to leave a messageNo one has returned my callHow can a large company exemplify terrible customer service? Frontier continues to promise things that never happen. We are “at the end of the line” per Frontier in the rural area where we liveThey have told us that our service will always be the first to be affectedHow can this not be changed? They say we live in an area of high internet usageWe live in a town with a population of less than people.
Regards,
*** ***

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response:Frontier maintains its initial response.The account balance is $These charges are valid and sustainedNo further credit is warranted. On April 5, I spoke with Ms*** and relayed the above information The customer is not satisfied.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** may have experienced as a result of this matter. Sincerely,Stacey M. Frontier Executive Relations

Trouble tickets account for service issues the customer has experiencedOur expectation is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the
necessary steps to prevent it from happening againAdjustments have been issued for time out of service and inconveniences in the amount of $Please allow 1-bill cycles to post

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 spoke to a Frontier repAmy, who stated the credit was approved by her supervisor and I would see the credit in one to two daysIt has been two days now and the credit is still not issued. I see from the response they sent Revdex.com, she stated I would see the credit in one to two billing cyclesThat is not acceptable since They have told me this in the past (have been waiting for the credit since 11/2016), yet it does not seem to happenIn the meantime, I get calls from FrontierTV collections dept, get services suspended for not paying what I am waiting to be credited, get charged late fees and reconnection feesThose fees were credited back, but I had to call Frontier approximately times now regarding this matterI do not consider this resplved until the credit has cleared my accountThere is no reason it would take two billing cycles, as they have issued immediate credits in the past for approximately $in over charges, which I viewed my account online and saw credit within the hourPlease do not close this claim until credit has cleared my account
Regards,
*** ***

Frontier has investigated the above statements and offers the following response:
• Frontier’s Local Manager has advised on January 4, he spoke with Ms*** and she stated they went with another provider
• Ms*** did mention that Frontier could, if needed, lay a temporary cable from her sister’s home, that is the one they are saying is feet away and get them service until we can place a permanent drop to their home
• The Local Manager has advised on January 5, that he has attempted to contact Ms*** again, to verify they have gone to another providerHe has not heard back from Ms*** to date
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 *** *** bringing this matter to our attention The Complaint states that: *** *** states his account with Frontier is for a two-year contract in which the cost of his services
and equipment were not supposed to change over a two-year period and his bill has increasedFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate that Mr***’s account is not in a contract.Frontier advises upon reviewing the account our records indicate that Mr***’s phone, television, and internet services have price term through September 20, 2019.Frontier advises in order to continue providing customers with quality service and product innovation the monthly rate for High Definition Set Top Boxes has increased by $per boxFrontier advises these charges are not part of the customer’s term bundle pricing. These charges are subject to changeFrontier advises that there has been an increase in television service nationwide by six dollars, but Mr***’s television credit has increased by six dollars, therefore there has been no increase to his television service.Frontier advises the terms of service can be found at https://frontier.com/corporate/terms.Frontier advises on February 2, Frontier spoke with *** *** and advised him the rate increase to the cable boxes are valid and there has been no increase to his television service 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