Frontier Communications Corp.

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

Mrs***'s account is currently billing as it should. Going forward, she will bill $plus taxes per month. The price includes her phone, data, television services and equipment. Mrs***'s initial billing statement billed one month in advance
plus days along with a $activation fee. The discounts for the FIOS components did not appear on the initial billing statement. Mrs*** was billed full price for each component in error. A Frontier agent adjusted the account for the billing errors and $activation fee totaling $205.48A Frontier agent called and spoke with Mrs***. All issues have been resolved. She's pleased with her rate going forward and she's happy with the adjustments that were made to her account. Case closed

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,
*** ***

The Complaint states that: Ms***-*** advises that when she requested to remove her Frontier phone line, she requested that the phone number refer callers to a different phone number for monthsMs***-*** reports that there is no message on the phone number when called, and she has not been able to resolve this matter through Frontier’s customer serviceFrontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience causedCall intercept was added to Ms***-*** phone line on August 24, 2017.Frontier advises that a $credit has been issued to Ms***’s account as a courtesy.Frontier advises that we spoke to MrMoss on August 29, to advise of the above

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

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: ###-###-####

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 that Frontier is billing for videos on demand that were ordered by an unauthorized
user. Frontier has reviewed the above statements and offers the following response: Frontier spoke with Ms*** to advise that the video on demands were ordered by remote, therefore the charges are being sustained.Frontier has added a video on demand block to Ms***’s account.Ms*** has direct contact information for the futureWe 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

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

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 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

I proceeded to close my account with frontier for their lack of commitment to keeping up with their statementCurrently they owe me money on my final billHowever they told me it will take to months to receive itBut quick to take my moneySo now I am on standby once again to no surpriseSo I'll won't hold my breath frontier promises are pretty much like used toilet paper.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
Regards,
*** ***

Thank you for referring the complaint of *** W *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she is experiencing service issuesFrontier has investigated the above statements and offers the
following response: Frontier regrets that we have not been able to resolve all of Ms***’s and Ms*** ***’s (the customer of record) concerns. Despite numerous visits to their home by multiple technicians, we have not been able to locate any cause or source of the ongoing issues Ms*** and Ms*** have reported. Although Ms*** provided recordings from her cell phone of those issues, our technicians have not been able to replicate themAlso, we recommended replacement of the Modem (RG) and DVR we provided as part of their service, but Ms*** asked us explicitly not to do so. Under these circumstances, and because Ms*** has not made any payment on her account since we received $from her on August 1, 2017, Frontier believes termination of services is warranted. Frontier has notified Ms*** that we will be terminating her Frontier Vantage TV, Voice and Internet servicesTermination will be effective November 20, 2017, unless she requests an earlier dateFrontier is willing to provide traditional telephone service to Ms*** should she so request.Upon termination of service, we will credit Ms***’s account for her remaining balance (currently $524.54, including recent charges for video on demand movies that have not already been credited) as a gesture of goodwill. This amount is in addition to credits of $already issued over the past few months. No early termination fee will applyMs*** has recently notified Frontier that she believes Frontier’s video equipment is responsible for damaging her two televisions. While Frontier has been unable to corroborate the damage to her televisions, Frontier has also notified Ms*** that we are willing to exchange her televisions for new ones as a further gesture of good will. Frontier has mailed Ms*** a USPS priority letter indicating the information above on October 18, Frontier also responded to Ms*** by email with the exact copy of the letter 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 him bringing this matter to our attentionThe Complaint states that: Mr*** states that he had a charge on his bill for $that he did not authorizeFrontier has investigated the above
statements and offers the following response: Frontier reviewed bills from January 10, through April 10, 2016. We found that the customer started receiving the charge when he added the Security package. From November through May 10, Mr*** was charged $and received credit on the June statement of $for that time period. July 10, through September 10, the bill generated credits which offset the charge. From October 10, through March 10, Mr*** was charged $and was credited that same amount. The charge has been removed from his account and no further credit is to be issuedWe 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 find that this resolution is satisfactory to me If they could have just told us that after we called at least times just to get answers
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 cancelled her Frontier service effective May 30, and was advised she would get a
refund of $Ms*** states that she spoke to Frontier October 27, and was advised that the refund would be $111.00, and would take months to processMs*** is requesting an expedited refund for $ Frontier has investigated the above statements and offers the following response: Frontier advises there was never an order placed to disconnect Ms***’s service until October 27, Frontier spoke with Ms*** November 30, and advised that two refunds were processed November 29, for $and $totaling the desired amount of $Frontier advises the refunds will take to business days to arrive in the mailWe 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*** 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 has investigated the above statements and offers the following response: As stated in Frontier’s terms and conditions:” Unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services, and
you are responsible for all charges incurred through the date of termination.”As a courtesy Frontier back dated the disconnect order effective April 9, When discontinuing Frontier service policy states, it can take approximately days for the account to cycle out of the billing systemThis allows any charges/credits to be applied to the account such as long distance calls, Pay Per View, etc.Frontier will continue to monitor Ms***’s account to ensure the necessary adjustments are applied We regret any inconvenience that Ms*** may have experienced as a result of the above matter

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 has identified the problem and will be working to make the necessary corrections within Frontier's Online Bill Pay.Frontier does apologize for any inconvenience caused

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