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
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 *** *** 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

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycle. Ms. *** could always stop the disconnection if she changed
her mindFrontier finds Ms***’s statement printed on September 1, 2017. The request to disconnect service was placed on September 8, 2017. The account was disconnected with an effective date of September 30, the end of the billing cycleFrontier advises that Ms***’s September 1, statement included a past due balance of $for previously provided service and new charges for the time from September 1, to September 30, Ms***’s October 1, statement included credit for reported time out of serviceFrontier advises that the current balance reflects partial payment for the past due balance from the September 1, statement of $paid on November 4, 2017. The balance as printed on the December 1, includes a courtesy credit of $82.85. The balance due of $for services provided.Frontier spoke with Ms*** on December 6, to provide the above information

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: *** called to disconnect services and was not told there would be an early termination
fee*** wants to update the billing address Frontier has investigated the above statements and offers the following response: Frontier waived the early termination fee from ***’s account and this will reflect on the next statementFrontier updated the billing address for ***.Frontier provided *** with a direct contact for further assistance if needed. 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 his bringing this matter to our attention The Complaint states that: Mr*** states that his internet service was out for over daysMr*** states that Frontier missed
appointments to fix his internet service Frontier has investigated the above statements and offers the following response: Frontier contacted Mr*** and confirmed that his internet is working properlyFrontier issued weeks of out of service credits to his accountFrontier sincerely apologizes to Mr*** and has issued credits to his account for missed appointments to fix his internet issue 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 Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** advises Frontier he has paid his final balance and no longer owes Frontier money but is being contacted by a
collection agency for monies Frontier is trying to collect. Frontier has investigated the above statements and offers the following response: Frontier called and left several messages for MrLlamas and sent an email with direct contact information.Frontier has reviewed the account and the account balance is correct and is currently past due.Mr*** service billing was corrected accurately for the date he canceled his service with FrontierWe 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 belowI reiterate that on 01/02/a Frontier technical specialist (Alex) told me that page of the contract between Frontier and me states Frontier can provide speeds as low as 35MB downloadI also reiterate that when I placed my order for 50MB download, 50MB upload ("50/50") (a) the salesperson (Rachel) at no time offered me a contract to read, (b) nor did the salesperson point me to such terms and conditions online, and (c) nor as of this writing has Frontier ever sent me the terms and conditions ("contract") in U.SmailOn 01/06/a Frontier technician (Jaime) did replace the modem in my house which had no affect on my internet speedAs of this writing I am not receiving 50/The same technician (Jaime, 01/06/2017) told me he talked with Frontier Engineers who confirmed Frontier caps (restricts) download speeds in my neighborhood to 48-49MBThe technician said he was unaware of this Frontier policy and would go to his own office and test the download speed thereThe technician said there was nothing more that he could do and any increase in download speed to what I'm paying for (50/50) would have to be Frontier removing its restrictive policyAs you can see from reading the above, it is exceedingly hypocritical for Frontier to say "...there is nothing further than can be done as the customer is receiving acceptable speeds." On the contrary, all Frontier has to do is have its Engineers remove the restrictive policy of "capping" in my neighborhood.I am still unsatisfied and resolutely believe Frontier can and should provide 50/since that is what I am paying forAlternatively, Frontier should change its sales offering in all media to all customers and advertise 48-49MB download since that is truly what they are saying the offer consists ofUnfortunately we, Frontier customers, are just not made aware of their restrictive policies until after the sale and only then after we ask and/or investigate and learn the truth
Regards,
*** ***

Revdex.com:After talking to frontier support this morning we have have crunched the numbers for the final billI am willing to comprise with frontier communications to fix their mistake and poor business practicesInstead of paying the verbally agreed upon $a month I will pay the bill with the adjustments they have madeThis bill comes out to about for the second prorated month, shipping and handling fee, for the first prorated month and for taxes and other chargesThey have credited my account to poorly attempt to meet me in the middle for their unethical contract signing processesI will pay the final bill for around $when it arrives and this should balance my account and hopefully end any connection to the companyIf this is in anyway not the case I will have to open another disputeEven their corporate office did not break down the numbers or bill while providing you information leaving me skeptical of their actionsThanks for your help
Regards,
*** ***

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

The Complaint states that: Ms*** advises that after experiencing an extended period of time with his Frontier phone out of service, he is now having issues with his Frontier internet service Frontier has investigated the above statements and offers the following response:
Frontier advises that the last repair ticket placed by the customer was serviced and completed on July 6, No other repair tickets or calls to technical support were foundFrontier advises that despite multiple attempts, unfortunately we were unable to reach Ms***Direct contact information has been provided

Frontier CommunicationsThe Complaint states that:Ms
*** *** states that after resolving a previous issue through the
Revdex.com she was still being billed for local calls.Frontier has investigated the above
statements and offers the following response:Frontier has
investigated and found that Ms*** has Frontier Fios Digital Voice Product which includes unlimited local and long distance callingFrontier has submitted a ticket to correct this error, and it takes to billing cycles to correct this issues(to days)Frontier previously issued the credit for $as stated on October 11, 2016,with tax it came to $and posted to the October 19, statementFrontier has issued a additional credit in the amount of $for local toll calling charges for the November 19, and December 19, bill dateWe 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: James
N*** Department: Customer
RelationsTelephone
Number: ###-###-#### ExtFax 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
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,
*** ***

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*** states that she called to report static on her home phone lineTech came out to address the
static issue on December 16, and caused the home phone and internet service to stop workingWhen calling for a resolution the earliest day they could fix was December 21, 2016. Frontier has investigated the above statements and offers the following response: Frontier states Ms***’s service was restored on December 20, 2016. Frontier issued credit for five (5) days out of service plus $credit for inconvenience, Ms*** accepted 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 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

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

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 you ask me to respond with in days if I had
heard from Frontier regarding this complaint and,
I have heard not form of communication from Frontier Concerning my original complaint. No letter, no email , no phone call, no response to the Revdex.com, please adviseThank you,
*** ***

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 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

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

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