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: 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

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

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 am at a loss to understand who established the account with *** in my name if it was not Frontier CommunicationsI have in my possession the debit card with an account number and an agreement I am bound to with *** if I activate the the cardI did not authorize Frontier Communications to give my refund to any third party and refuse to establish a relationship with a third party in order to receive the funds due meIf *** somehow stole funds Frontier Communications considers mine and is holding it hostage, that is an issue for Frontier Communications to take up with ***Even if I was disposed to jump through the hoops which Frontier Communications erected to keep me from getting my refund in a timely manner, the number for *** which Frontier Communications provided to me to have a check issued by *** (800-522-7458) requires me to activate the card even to speak to a representativeThis precludes any possibility of obtaining the funds as I have no intention of being forced to establish an account with ***The continued stonewalling by Frontier Communications is further evidence of its desire to maintain this unethical practiceIn short, I consider the response received to be non-responsive to the issue
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

Thank you for referring the complaint of *** *** to our office for review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that on April 26, 2017, she called Frontier to request a credit for the days that
she was without home phone serviceShe also advises that she did not see the credit on her bill when she received it on May 2, 2017. Ms*** advises that she did not have working phone service from June 13, to June 26, 2017, and that she was told that a credit will be issued for $and a $courtesy credit as wellMs*** advises that when she inquired why the credits were not reflected on her bills, she was told by Frontier that the credits were in pending statusMs*** advises that Frontier needs to issue the credits for the April and June phone outages, the $courtesy credit, and all late fees that were billed Frontier has investigated the above statements and offers the following response: Frontier advises that the credit for the April service outage had already been issued and posted to her account for the following bill cycle, dated May 25, 2017. A credit in the amount of $for the second service outage was applied to the charges for the June 25, cycle. Frontier also advises that the courtesy credit is reflected on the July bill, in the amount of $Frontier spoke with Ms*** on July 28, 2017. She was advised that credits for both service outages and the courtesy credit were already reflected on the May 2017, June 2017, and July statements. Ms*** was also issued an additional credit in the amount of $for the reversal of the late fees that had been charged, bringing her remaining balance to $ 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: *** *** advises an order was placed three weeks ago to move service to their new addressThey did not
receive a promised call backWhen *** *** called a week later, Frontier advised it would be an additional days before service would be installed.*** *** advises their bill is higher than it was with VerizonFrontier has investigated the above statements and offers the following response: Frontier advises due to a system issue the move order did not flow properly through our system*** *** advised us on December 9, 2016, that they had gone with another providerFrontier disconnected the service effective November 29, The next billing statement will reflect credit for services billed in advanceFrontier advises *** ***’s account had a $discount that expired on July 16, and a $discount that expired on September 26, 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 case of *** *** to our office for review. We appreciate you bringing this matter to our attentionWe *** *** referred Ms*** concern over to our local manager for review per TT#***, who ran several tests. It was found to be a animal
nest in NID Box on the outside of the home. The local manager replaced this box and ran new wires in and reset the modem. Ms*** is now getting the fastest speed possible for her areaFrontier issued $on June 6, for one month of free service, and also $for an out of service courtesy credit issued on June 15, 2017, which will post on the July 1, bill statementMs*** was given Sean P*** and Justin B*** contact information should she have additional concerns in the future with her internet servicesWe apologize for any inconvenience this may have caused Ms***. We trust this information will assist you in closing this caseThank you Frontier Executive Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing
this matter to our attention The Complaint states that: Every time it rains in the area the phone goes out Ms*** states sometimes they are without phone for two weeks at a timeFrontier has investigated the above statements and offers the following response: A Frontier Representative contacted Ms*** and a tech was out to repair the service March 21, Frontier has provided contact information if there are any further questions or concernsWe 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me In all of the fighting with the comany for the past two months, I sincerely believe that they ultimately decided to help me due to your help investigating the matter Thank you for protecting consumers like myself
Regards,
*** ***

Frontier CommunicationsThank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that:Mr*** was not happy with the
time frame of the refund. Frontier has
investigated the above statements
and offers the following response:Frontier investigated the account and shows the refund has been issued in full to Mr*** in the amount of $154.63.Frontier’s refund policy is to issue a prepaid Visa card days from closing statement date.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier attempted to reach Mr*** to discuss the complaint however the when calling the customer’s number Frontier was advised this is the wrong telephone numberWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience the customer has experienced as a result of the
above matter.Frontier Specialist: Ben
M*** Department: Customer
Relations

Thank you for referring the complaint of *** *** to our office for review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he signed up for a promotional offer with Frontier for a monthly rate of $but
was receiving bills higher than what they should have been. Mr*** advises that he has had to call Frontier every month to get his bills adjustedFrontier has investigated the above statements and offers the following response: Frontier advises that the monthly rate for the bundled services is $95.00, and the rental fee for the additional cable box is $per month. That comes to a total of $plus taxes and surcharges. Frontier advises that MrPerez’s current bill for February is correct, at $plus taxes and surcharges, for a total of $126.44.Frontier will follow up when the March bill prints out to ensure accuracy.Frontier spoke with Mr*** on February 22, and advised him of the above statements. He was provided with direct contact 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

According to the complaint: Mr*** is disputing the $20,balance on their Frontier account. Mr*** states he terminated services because they were on a copper network and was under impression that a Fiber network would be used. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had obtained a copy of the term agreement the customer had signed. The contract shows that the service agreement was for a 20Mbps/20Mbps Ethernet circuit for $a month with a 60-month contract.The contract does not specify the Ethernet services would be on a fiber network. Frontier had established the contracted service of a 20Mbps/20Mbps Ethernet circuit.Frontier has found that the termination penalties are sustainable, as the contract states the speed and contract length the customer had agreed to

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me I tried to reject the response before but I was unable to give my reasons whyI utilized frontier services from April 2015- June I had automatic payment set up from the beginning, due to the fact of a $discount for setting up automatic paymentsOn the 27th or 28th of each month I received an email from frontier informing me of a future debit to be paid on the 19th of the following monthOn the 25th I would receive a statement about the charges in a detailed billOn the 19th of June I cancelled the future debit schedule for the 19th of July moving forwardOn the 23rd of June I called frontier asking for a return mailer for the equipmentI didn't receive the equipment until July 14thI simply asked time and time again for a detailed reason for the charges, which I never receivedBased on frontier communications response I understand that the billed issued on the 19th of July was the plus I normally wouldn't have been charged due to the automatic payments set up I hadCustomer service is what I needed but never received itNobody since June 23rd explained anything to me

Thank you for referring the case of *** and *** *** to our office for reviewWe appreciate you bringing this matter to our attention.Our records indicate that *** ***'s last billing statement was dated September 1, with account ###-###-####We show that the account was
disconnected on September 15, and written off on November 18, with a balance of $381.03.The phone number, ###-###-#### was not reassigned until late December 2016.I made several calls to the customer with my contact informationThe customer returned my message and I called her back, but have not received any communication from *** or *** *** as of this date.We will be happy to look further after we speak with the customerWe apologize for any inconvenience you may have experiencedWe trust this information will assist you in closing this case.Frontier Communications

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s account and has discovered that his account was closed due to non-payService could not be reinstated to manually apply a $monthly credit as the account had been closed for
more than daysFrontier has credited the account in full. Mr*** carries a zero balance as of April 13, We regret any inconvenience that *** *** may have 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*** advises he was billed for a telephone line that was included in his bundle.Mr*** is advising that Frontier
wants payment to restore his second line.Frontier has reviewed the above statements and offers the following response: Frontier spoke with Mr*** on April 11, and advised after review of the account we have credit the second line account ***in full.Frontier advises Mr*** we have issued days’ credit on his main telephone line ***and the balance to pay the account in full is $278.25.Frontier issued a disconnect order effective for April 24, for his remaining service with Frontier.MrMoss presented no further questions or concerns and has direct contact information for the future 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 below
This is directly related to my Revdex.com complaint # ***After being promised to get all my issues resolved since July I keep on having same issuesI got call few times with my last complain (above) - like all other times I was assured I will get my billing fixed and issued credit for last few months issuesI get bill and the current bill is twice the amount promised by last complaintI am tired of calling Frontier trying to fix these issuesWhen I am promised something - I expect to get itI was promised to have the issues resolved may be over hundred time in last few monthsThe other part is after launching last complaint I did not hear from anyone for three weeks - yes good customer serviceAlso every time I call, no one picks up the call at their complaint resolution department (supposed to be from presidents office)My desire outcome? - get my bill fixed with all the adjustments as appropriateI am tired of calling and contacting the company to fix my bill issuesfirst it was phone not working along with billing issuesnow it is purely billing issuesI hope my phone does not go out of service again - which happens each time company tries to fix the billI must have spent over sixty hours since July to get the issue fixedAs a consumer I am not supposed to have to do this - I have better things to do
Regards,
*** ***

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 for several years they have had issues with their Internet serviceHe states that several
Frontier technicians have come to his house but they have not been able to fix it Frontier has investigated the above statements and offers the following response: Frontier reports that Mr*** has called in nine trouble tickets since May Each time Frontier has gone out to the customer’s NID and have not found anything wrong with the linesMr*** is in direct contact with the local manager in the area if his issues continue 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Ms*** indicates that Frontier did not provide a refund in a timely mannerFrontier has investigated
the above statements and offers the following response: Frontier advises upon reviewing the account the account has been adjusted to the correct amount for the refund.Frontier’s refund policy is to issue a refund days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier advises on February 9, Frontier contacted *** *** by her preferred contact method via email advising of the correct balance on the accountWe 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: *** *** advises that she is billing at a higher rate that she agreed to Frontier has
investigated the above statements and offers the following response: A Frontier representative attempted unsuccessfully to reach Ms***A please contact our office letter was sent 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 Specialist: Amy B*** Department: Consumer Relations