Frontier Communications Corp.

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 requested that her cost of services remain at One -Hundred Forty -nine dollars including tax as she had from the expiring contract that from Verizon*** *** states there was billing issues and was advised the cost of her service would be One-Hundred Twenty-nine dollars with tax in January *** *** states that she has not received email notification of the cost of service*** *** also states that was unaware of any two-year agreement for serviceFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate Ms*** had a contract with Verizon that expired December for $ plus taxes/feesOnce this contract expired Ms*** bill would have increased $ for the expiring Verizon promotionsFrontier advises upon reviewing the account our records indicate Ms*** then changed to a new two-year contract Frontier bundle in December to $ plus taxes.Frontier advises upon reviewing the account our records indicate the December 26, billing cycle has prorated promotions that were coming forward on the account reflecting a One - hundred and Twenty-two-dollar price Pont for services before taxes for that billing cycle specificallyAlso, the December 26, billing cycle had a Television activation fee that has been adjusted from the accountFrontier advises upon reviewing the account our records indicate Ms*** then changed to a new two-year contract Frontier bundle in December to $ plus taxesThe bundle would have been lower due to a removal of Frontier Secure $ 4.99, which Ms*** later removedThe account was also a rebundled done March to try and lower her bundle again, however it did not change as Ms*** was already receiving all promotions availableThis price was reflected on the bills before taxes along with her contract discounts.Frontier advises it does not send confirmation emails after bundle changes, the cost changes and price are seen on the next printed bill.Frontier advises that on our records indicate that *** *** stating that she is in a contract with Frontier and her pricing should not have changedFrontier advises that it has spoken to *** *** on August 28, 2017, and advised her upon reviewing the account the early termination fee is valid, and advised her of the final balance 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

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,
*** ***

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

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 she was quoted pricing for Internet service and was charged a higher monthly rate and was
charged for installation of $when she received a self-install kit. Ms*** advises she was assigned a landline telephone number that she did not request.Ms*** advises that she did not receive a final bill and the account went unpaid and has affected her creditFrontier has investigated the above statements and offers the following response: Frontier has investigated and when the service was installed the reason for escalation for a sooner date Ms*** needed a landline in her home.Frontier advises the DSL Internet service on the original order was not available at the time of installation at her residence and was changed to FIOS Internetservice which has a higher monthly pricing.Frontier advises that a credit for the installation charge of $was applied to the account on September 19, 2016.Frontier verified her mailing address and that is the address that the final bill was mailed to.Frontier advises that Ms*** has direct contact information if she should need anything furtherWe apologize for any inconvenience that Ms*** has 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: ###-###-####

Frontier has reviewed the account of Mr*** and finds that audits are periodically done on billing and it was found that this account had Verizon credits that were no longer availableAn order was placed on 2/13/adding a $Broadband credit for one yearThe customer was also issued an
adjustment in the amount of $to the current billingThe new credit will generate on the customers 3/4/billing statement

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 *** G*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** called and requested the promotional TV and phone be disconnected and only keep the internet serviceHe was given
a cancellation number, but the services were not cancelled Frontier has investigated the above statements and offers the following response: Frontier has successfully completed the order to remove the phone and TV service, Frontier has issued a partial month of credit for August through September 15, a full month of credit for September and October statements for the billed services that were requested to be cancelled on August 24, The total credit amount issued to Mr***’s account is $ 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

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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: *** returned her *** that she purchasedFrontier has investigated the above statements and offers the following response: We
were unable to find evidence of return and have tried to contact Ms *** multiple times unsuccessfully to obtain tracking information on the return. We have sent a letter instructing her to get in touch with us in regards to this matterWe 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

Billing DisputeComplaint: Mr*** advises that He has disputed his bill with
frontier, he states that he has been overcharged by $for monthsMr
*** is asking to be compensated for the time he has spent to correct the
billing issueResponse: Frontier
advises that
Mr*** upgraded his TV service from Extreme to UltimateIt
is $more than ExtremeMr*** was paying With Verizon
Frontier products are priced higher than Verizon Which resulted in higher
priceFrontier is issuing a credit of to settle the escalationMr
*** has also been issued a credit of $in July for the billing
issues, making the total credit Frontier does not compensate for the
time spent on the phone to resolve the issue.Frontier
Specialist: Rose T*** Department:
Executive Consumer 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,
*** ***

Frontier has investigated the above statements and offers the following response: Upon investigation, a Frontier Technician was provided access to the residence on January 20, Frontier’s technician confirmed working service to the Network Interface DeviceFurther investigation determined the
service interruptions were due to damaged customer owned and maintained lines.Frontier has advised Mr*** of the steps necessary to provide access to repair the wiringWe 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: Ms*** advises that she was a Verizon customer and since Frontier took over she has tried to
resolve her contract and her monthly charges which seem to change each month. Ms*** advises that she has tried to understand her bill but the charges do not make sense and she has tried to modify the bill and that has not been resolved. Ms*** advises that she is signed up for auto pay and recently a payment was taken from her account that is incorrect and was not approved to be taken by her. Ms*** advises that the transition from Verizon to Frontier was not supposed to impact change and yet everything she has experienced has resulted with a higher bill and still does not know what the monthly charge will be going forward. Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s promotions were ending on April 4, 2016, April 7, 2016, May 17, and June 16, and her contract was ending June 16, after a two year term and that is why the May bill statement increased. Frontier advises that orders were placed to get Ms*** on a new contract but the promotion codes did not get on the orders correctly which resulted in higher bills and credits were given off Ms***’s account in the amount of $146.31. Frontier advises that when an account is set up for auto pay it will take the monthly payment when it is due automatically. Frontier advises that Ms*** has disconnected her account as of July 29, and it is now showing a credit balance of $which will take days to process and then she will receive a refund check. Frontier apologizes to Ms*** for any inconvenience that she has experienced. 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 *** ***
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 CommunicationsThank you for referring the complaint of *** ***
to our office for reviewWe appreciate the ***
bringing this matter to our attention.The Complaint states that:*** *** advises that Frontier disconnected their FiOS data service but they wanted to
improve the speed or rate.Frontier has investigated
the above statements and offers the following response:Frontier attempts to have all customers back in service as fast as possible, and apologizes for any inconvenience that this may have causedWe spoke with *** *** on August 26, and confirmed reconnection of FiOS data service with 100/mbps, at $per month plus taxes and surcharges.This includes a two-year contract with an early termination fee.On August 30, an early termination fee credit for $was applied and will reflect in to bill cycles.The fee had been charged as a result of the data service disconnection, by errorWe trust that this
information will assist you in closing this complaint. We apologize for any inconvenience that Monse
*** has experienced due to the above matter.Frontier
Specialist: Bridget G*** Department:
Executive Relations Telephone Number: 1/###-###-#### Ext.1113138 Fax Number: ***

Please be aware that frontier claimed to have a recording of my wife accepting the fraud protection planwhen asked to produce the recordings frontier refused to do so The representative claimed that the service was added at the request of the customer but failed to mention that during that same telephone call the customer changed her mind and refused the additional fraud protectionthe above incident does not explain the additional instances where the fraud protection was added , months down the line without requestNo explanation was given for an activation fee charge several months after service had began.no explanation was given for internet speed being lowered to a slower plan yet pricing remaining the same for a lower tier plan overal discrepancies were attributed to mistakes and the customer has spent serval hours attempting to contact frontier to make necessary corrections Due to wait times and operator service times

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 *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that: His Frontier service was out as of April 26th, He said Frontier could not provide him a date when the service would be
working. Also that Frontier has not issued sufficient credit for his time being out of serviceFrontier has investigated the above statements and offers the following response: Several attempts have been made, leaving a name, phone number and extension for Mr*** to reach Frontier back. There has not been any response from Mr***Frontier has issued an out of service credit of $18.09. The service was repaired on April 30, A letter is being sent to Mr*** including information on how to reach Frontier if he would like to discuss this matter furtherWe 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 Mr*** bringing this matter to our attention. The Complaint states that: Mr*** advised he term of his agreement was changed without his consentFrontier has investigated the above
statements and offers the following response: Frontier spoke with Mr*** by email on January25, 2017, and reviewed complaint.Frontier reviewed Mr***’s service and agreement and has set a follow up for billing accuracyWe 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