Frontier Communications Corp.

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe
appreciate him bringing this matter to our attention. The Complaint states that: Mr*** advises that he is experiencing slow speeds with his Internet service from Frontier. Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician on October 11, and found the service to be wired to the correct port. Frontier checked the pairs and signal levels on the way to the residence. Frontier determined the line is good all the way to the office with no faults. Mr*** resides in an area that can only qualify for speeds up to 1Mbps and is in a highly congested areaFrontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Mr***’s location is over 15,feet from the nearest Frontier facilities. Frontier has attempted to contact Mr*** to discuss his concerns. Unfortunately, we have not been successful in our attempts. Should Mr*** wish to discuss this issue, we have left our direct contact information for him on his answering machineWe 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 Mr*** A
*** to our office for review
We appreciate Mr
Vasquez
bringing this matter to our attention.The Complaint states that:Mr*** A
*** states he receives lies in the mail and Frontier
is not honoring these promotionsFrontier has investigated the above statements and offers the
following response:Frontier offers promotions on pricing and services to new and existing customers at various times throughout the year. Customers may contact Frontier Customer Service at any time to inquire about eligibility for current promotions.After investigation if customers are eligible, they must agree to applicable terms and conditions for the promotion to apply 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*** A*** has experienced because of the above matter.Frontier
Specialist: Bridget G*** Department: Executive
Relations

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*** moved from her residence in July of 2017. Ms*** attempted to transfer the services to her new homeMs*** went without internet services for daysMs*** received a bill for $a month, instead of the advertised $rateShe was also charged $for a modem and other charges she was not able to identify. The total bill was $Ms*** called Frontier to get assistance with the bill but no one would help herMs*** has canceled her accountFrontier has investigated the above statements and offers the following response: Frontier records indicate Ms*** had a standalone internet account at a price of $per monthFrontier records indicate a request for new services on July 12, at Ms***’ new location The rate per month for this account was $per month, as Frontier was no longer offering a $per month discount that had been on the previous accountThe $price referred to by Ms*** is for internet when accompanied with a qualifying phone plan. Ms*** was ordering internet onlyMs*** contacted Frontier regarding moving her account on 7/14/16. The agent placed an order to disconnect account *** as there was already an order to install services at the new location.Ms***’ first bill on the new account contained month billing in advance, as well as prorated charges from 7/16/to 7/31/The bill also contained a $shipping and handling chargeMs***’ 2nd bill contained prorated credit back to the date of termination, as well as a processing fee to disconnect the accountFrontier has credited the shipping and handling (9.99) and processing fee (9.99). Ms*** has been provided a time out of service credit for days. Credits will appear on the October 1, billNo further credit is warranted at this time 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: Brian M*** Department: Customer Relations

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 the bill is incorrect. She explained that services began February 10, and called frontier to disconnect weeks later. I already had equipment from previous service at the same address under someone else’s nameI called Frontier and associate was able to get my service reconnected via the telephoneFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on April 7, and explained the Frontier Qacquisition offer qualifications and guidelines. Frontier explained the final bill and prorated adjustments and new amount owed to Frontier. Frontier explained credit issued for installationFrontier explained month term commitment comes with a pro- rated $or $early term fee depending on what product customer selects. Frontier waived the Early Term FeeFrontier explained to Ms*** that Frontier has a minimum day billing policy for the QAcquisition offerFrontier issued credit to adjust final bill owedWe 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 *** *** 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

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 experienced issues with getting his services installed through Frontier and was told he
would be given a $credit; however, he has not received the adjustment Frontier has investigated the above statements and offers the following response: Frontier advises that an adjustment in the amount of $was applied to Mr***’s account on March 30, Frontier advises that the adjustment will be reflected on the April statement.Frontier spoke with Mr*** on March 30, to review this information with himMr*** is satisfiedWe 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 case of *** *** to our office for review. We appreciate you bringing this matter to our attentionOur records indicate that the account was disconnected on May 9, 2017. Mr*** claims he was advised he would have no Early Termination feeRecords
indicate he was advised multiple times that there is Early termination fee of $and that the contract dates appear on his monthly statement next to the monthly service charges of that particular productOn June 29, as a courtesy Frontier issued a $credit adjustment, or half off of his Early Termination feeCurrently there is a final balance due on the account of $We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing this case Thank You Frontier Executive Relations

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 contacted a frontier representative for more details but have not heard back from Mark as the emails sent will not openIt has been explained to Mark that although his company state that the $odd dollars incurred all within one month and between a few days are valid he admits he has no record of what number was given by directory assistance with his company and no telephone records on tape as to the rude directory assistance operator and myselfFor I know what happened the operator was hanging up on me and I kept calling back for the number I requested.Which is a government number and could not be found online.otherwise, there would,Have been no need to call directory as I have an internet connection this company needs to take I ownership because I they know they are guilty of not being able to review tapes or track the number given which was only one number in the end so only one charge for seeking the number through their directory should be charged in addition they did place the delinquent account with a collection agency all these years later and most importantly when I got fed up with frontier not resolving the overage I signed up with *** *** phone service and was able to transfer my phone number even with this huge outstanding account which is unheard of that is how phone companies get you to pay your number by holding your number until you clear up the bill .This whole ordeal sinksThey overcharged me and they know it !! In ref compaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
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 as I was able to call at a later date (but before receiving a response via the Revdex.com) and have the box removedUnfortunately there was a further problem as the return mailer that was supposed to come to me was never sent and I had to make a third call and am now waiting to see if the mailer actually shows up or if I will need to make a fourth callI consider the matter of the change to my account requiring a SSN to be resolved but the actual implementation of the change lingers due to continued mistakes or incompetency on Frontier's partI feel it is important to make this clarification because I know many people in my area are experiencing a myriad of problems with Frontier since the take over from Verizon
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 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,
*** ***

Thank you for referring the complaint of *** L *** to our office for review The Complaint states that: Mrs*** advises that Frontier is taking too long to process a refund Frontier has investigated the above statements and offers the following response: Frontier
advises that Mrs*** has been sent the refund as of 10/31/and once it processes it should be in her account .Frontier advised Mrs*** on 11/8/of the information above.Mrs*** has direct contact information for future concerns. 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** states that there is a line that has not been buried and its exposed that he would like buried Frontier has investigated the above statements and offers the following response: Frontier review the account and we sent a service technician out and the line should be buried shortly. 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 CommunicationsThank 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 had difficulty with her FiOS data speeds.She requests
credit in the amount of $due to the internet troubleFrontier has investigated the above statements and offers the
following response:Frontier advises that Ms*** *** was granted two credits, one at $credit and a second of $60, both on February 2, 2017.We spoke with Ms*** *** on February 7, and she cancelled her serviceA final bill and closing statement will be sent within thirty to sixty business days.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: Bridget
G*** Department:
Executive Relations

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

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*** advises Frontier Communications visited his home to resolve and issue with their equipmentThe equipment was not
working properly and they were charging for the service call $to fix an issue that was due to the initial installFrontier has investigated the above statements and offers the following response:Frontier spoke to Mr*** on September 12, and Mr*** explained that he had called on September 11, and has resolved the $creditFrontier explained that the service charge was for the ticket entered on July 28, reporting out of service/no dial tone, the internet service ticket was reported on June 30, 2017.On July 29, Frontier dispatched a technician for no dial tone the technician checked the jack and it was working fine, the phone cord was also good it was the customer provided telephone that was not working and the technician recommended the telephone be replaced with working telephone equipmentThis is a valid service call charge due to de-regulation, if the customer carries the Inside Wire Care on their account Frontier will repair or replace inside wire/jacks at no chargeHowever, on July 08, Mr*** called Frontier and removed the Inside Wire Care on his mother’s account and therefore the $fee was billed for the service call on July 29, 2017.Frontier has issued a one-time complimentary credit to Ms*** account in the amount of $Frontier has also advised any future service calls for inside issues we will sustain any charges without Inside Wire Care 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 *** ***
bringing this matter to our attention The Complaint states that: Ms*** states her internet service has been slow since the transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier review the case and we have made attempts to reach Ms*** to assist with her concerns Frontier has left message with our contact number 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention
The Complaint states that:
• Customer advises a request was submitted to disconnect service but continues to be billed after the request was submitted
Frontier has investigated the above statements and offers the following response:
• Frontier records confirms order number *** was submitted to disconnect service June 16, and the account was cleared to a zero balance on September 27, and was not credit reported
• Our expectations 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 again
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

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 filed a complaint yesterday in regards to FrontierI the called im and spoke with a manager nicole who advised me she would do a full investigation and get back to me Sunday, she stated when they investigate they will oull ym original call and verify the promotion I was offered and add it back to my accountthen today a male manager called me and advised me they would do the adjustment but I am out of luck for the promotionHe refused to pull my original call where I was offered the promotion, when I requested to speak with nicole or someone else he refused to transfer me and just kept saying there was nothing to be doneI am very upset as I keep getting told different things by different people.Regards,*** ***

On April 23rd Frontier determined that an attempt to increase the customer's data speed failed and caused problems with his service Service was changed back to his 75m/75m data speed and reprogrammed, the router was replaced and his service was restoredI issued credit of $for five
days of time out of service on his Internet The customer was contacted on April 23rd to confirm the service is working again