Frontier Communications Corp.

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

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.
This response does not say if they contacted the collection agency to take it offIf they did ,I will accept this solution
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint rebuttal states that: Mr*** *** advises he has been offered a $additional creditBut advises Frontier should train their Representatives better.Ms*** states he authorized a final payment of $and Frontier took $out of his account and he called Frontier, and they stated, they would credit him the difference.Mr*** stated, he was offered a call back but wasn’t calledMr*** did eventually speak to Frontier, and was offered the original $offer again the whole reason why he started the complaintMr*** advises, he finally found someone who knew what they were doingMr*** advises, he will give and update when he gets his bill on the 17th of the month. Frontier has investigated the above statements and offers the following response: Frontier records indicated the has been issuedFrontier apologizes for the misunderstanding Mr*** experienced with Frontier Representatives.Frontier advises that the overpayment will be credited back to MrLombardiFrontier advises that Promotions are based upon many factors, including accounts being existing customer or new customerThe records indicate there is a new customer promotion that has the price range he preferred We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

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,
*** & *** ***

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that that Ms*** is currently being billed at the rate of before taxes and surchargesFrontier advises that the billing is correct and corresponds with the offered
quote.Frontier spoke with Ms*** in regards to the aboveMs*** presented no further questions or concerns 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 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 discovered that due to an error processing on the disconnect date, Frontier has removed the final balance. The balance due on the account is
$0.00. We regret any inconvenience that *** *** 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was not a Frontier Customer in March I had a zero balance with Fios and was switched to Frontier in April without my consentWhen I contacted frontier to figure out who they were and why I was unable to connect with Fios about my lack of service I was told that my service was switched over in April and my deposit of was given to frontier for my April bill leaving me with a zero balanceI also informed them that my Cable went out for weeks in April as I tried to call fios to understand why for weeksThe customer service department at frontier communications informed me that they would credit my account for the lack of service in April and May 31st I would have a balance of duebeing that my deposit was already on my accountI have never made a payment to Frontier Communications so it's impossible for them to have received a payment in March mind you the switch over wasn't until April and there was many, many problems with the switch over where we lost our service for weeksIn May when I asked Frontier to speak to Fios in regards to my deposit and they informed me that my deposit was given to them leaving me with a zero balanceI did not have any payments due to Fios before the switch over so there is no way to have a balance forward
Regards,
*** ***

Frontier CommunicationsThank you for referring the
complaint of *** ***
to our office for reviewWe appreciate *** ***
bringing this matter to our attention.The Complaint states that:Subscribed
to Frontier Internet on 4/27/15, and received a bill which had charges not
agreed to.Called
to cancel service and have charges removed.Frontier has investigated the
above statements and offers the following response:Frontier installed service on 4/27/as requested.Install was a self-install with no inside work to be done by Frontier.Frontier removed install charges as requested.Frontier placed a remove order on 6/09/as requested effective back to 5/21/15Frontier will follow up with *** on final billing to ensure all charges were removed.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 Specialist:
David N*** Department: Customer RelationsTelephone
Number: ###-###-#### ext; 4391 Fax
Number: ###-###-####

Frontier has investigated the above statements and offers the following response: Frontier advises when a customer maintains a bundle billing consisting of Dish Network services, Frontier pays the Dish monthly charges and passes those charges to the consumer on their Frontier statement.When a
customer discontinues Dish Network or cancels Frontier services, Dish Network would reflect the payment from Frontier and would not have access to Frontier’s billing system to determine if the consumer owes Frontier those charges.Frontier has reviewed Ms***’s account and determined that she is responsible for the full balance of $214.97. 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

There was no charge on this account since 4/1/for the video rental of the movie DeadpoolThere were no calls into technical support or repair to report any trouble on the internet or TV

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that I will be canceling my subscription with Frontier given its poor Customer Service While the necessary adjustments were made, it took a complaint to the Revdex.com to get Frontier to correct errors its representatives made As a reference, I was on the phone with countless representatives for over hours before I filed the Revdex.com complaint Thank you Revdex.com
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier experiencing some ongoing concerns with the consumer’s service configurationThis caused a delay in completing all service connectionsMr***’s service was completely connected on 6/10/
Frontier has waived the installation fees and issued a courtesy credit of $25.00. 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 above statements and offers the following response: Frontier advises that internet service speeds are based on many factors, including network congestion, customer location, customer equipment, and network interferenceCustomer’s speeds may vary over
timeFrontier has investigated Ms***’s account and determined that due to Ms***’s location the highest grade of internet service Frontier can provide is speeds as fast as 3Mbps.Each time Frontier has tested Ms***’s speed over the past months, her speed has been between mbps and Mbps downloadAs stated in Frontier terms and conditions, actual internet speeds may vary, and any speed advertised is not a guaranteeService is subject to availabilityAll areas where Frontier provides service are open to competition from any provider that chooses to provide service, including wireless operators and satellite operators 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 *** *** 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

Frontier has investigated the above statements and offers the following response: Frontier has issued an out of service credit to the account, along with a $missed commitment creditMr***’s account have been schedule for disconnectionOnce the order post to the billing
system, Frontier will expedited a refund for Mr***.A Frontier consultant has been in direct contact with Mr*** 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 CommunicationsComplaint Number: 12717137 Company
Code: Click here to enter
text.Thank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mr& Mrs*** stated they cancelled services and was billed an ETF of $Frontier has investigated the above
statements and offers the following response:Mr.& Mrs.***'s account was automatically renewed on [February 15, 2017].Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts.Frontier lists the contract dates and the automatic renewal policy on each monthly invoiceFrontier records reflect that the customer is enrolled in a month commitment that is scheduled to expire on February 15, An early termination fee was billed when service is cancelled prior to the expiration of the contract term.Frontier representative has spoken to Mrs*** and advised why the ETF was billedWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. & Mrs*** 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 find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you so very much for looking into this and reaching a positive outcomeThe credit is an extra bonus! Thanks again, Diane Haberlack

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 billing to the end of his bill cycle, even though he requested to close account
Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on March 29, and advises that prior to termination, Mr*** was billed (and thus incurred charges) through the end of his billing cycle. Mr*** is eligible to continue receiving Frontier services through the end of that billing cycle. Frontier explained Courtesy adjustment issued and Frontier has set follow up to ensure final bill accuracyFrontier spoke with Mr*** and advised him of the above 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

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 did receive TWO phone call from a representative of Frontier, I spent minutes on the phone when she asked if she could call me back, five days later she left a message for which I've been UNABLE to reach her back, telephone Extension left; does not work, and my new bill came out and it's now even higher Account ###-###-####-***-*** W LNEW CHARGES $Nothing was set up to fix the internet issue at my house and the message left said i'd now need to wait another days before getting the 400$ gift card which was part of my promotion and the whole reason I went with FrontierOh, my name is still spelled wrong but Frontier did update my home/account address. I'm sorry I don't understand what is so difficult about correcting an account with all the technology in today's worldI request a full refund of all funds paid from September ($473.02), my current home telephone number transferred when I find a new cable company, no additional fees charged for finding a new cable company, If there is an installation fee with new company Frontier should pay it, and I'd also like the 400$ gift card that was part of the promotion for which incised me to go with Frontier in the first placeI highly encourage Revdex.com to lower Frontier's rating immediately as I've read I'm not the only person who has had if not the same; similar issues with this companyFraud should NOT be allowed to continue.Thank-you for your assistance; it is greatly appreciatedThis has been a very frustrating situation which has cost me hours of time on the phone, live web chat, and even written correspondences which all have failed to correct this problem, and now I have to find another cable company, HOPEFULLY have my current home phone number transferred, and it's Christmas!
Regards,
*** ***-***