Frontier Communications Corp.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that I will be canceling my subscription with Frontier given its poor Customer Service While the necessary adjustments were made, it took a complaint to the Revdex.com to get Frontier to correct errors its representatives made As a reference, I was on the phone with countless representatives for over hours before I filed the Revdex.com complaint Thank you Revdex.com
Regards,
*** ***

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 promised a rate of $when she moved her Frontier service to a new
addressMs*** advises that after a delayed installation, she has been billed months at a higher rate than promisedFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s monthly recurring charge has been corrected, and now reflects $per monthFrontier advises that credit has been issued to her account for the amount overchargedFrontier advises that we spoke to Ms*** on August 30, to advise of the above

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.
Regards,
*** ***
Thank you so very much for looking into this and reaching a positive outcomeThe credit is an extra bonus! Thanks again, Diane Haberlack

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 case of *** *** to our
office for review. We appreciate you
bringing this matter to our attentionPayment in the amount of $was received and posted to
the June billThe June 11, billing statement contained a past due of
$from the previous
billOnce the above payment posted the balance
forward was zeroThe current charges of $brought the total amount due of
$due July 5, 2016.No payment was received or posted to the July billThe July
11, billing statement contained a past due of $from the previous
billThe current charges of $brought the total amount due of $due
August 4, 2016.Payment in the amount of $was received and posted to
the August billThe August 11, billing statement contained a past due of
$from the previous billOnce the above payment posted the balance
forward was zeroThe current charges of $brought the total amount due of
$due September 6, 2016.No payment was received or posted to the September bill The September 11, billing statement
contained a past due of $from the previous billThe past due balance of
$combined with the current charges of $brought the total amount
due of $due October 5, Payment in the amount of $was received and posted to
the October billThe October 11, billing statement contained a past due
of $from the previous billOnce the above payment posted the balance
forward was zeroThe current charges of $brought the total amount due of
$due November 4, 2016.No payment was received or posted to the November bill. The November 11, billing statement
contained a past due of $from the previous billThe past due balance of
$combined with the current charges of $brought the total amount
due of $due December 5, No payment was received or posted on the December billThe
December 11, billing statement contained a past due balance of $
from the previous billThe past due balance of $combined with the
current charges of $brought the total amount due of $due January
4, No payment was received or posted on the January billThe
January 11, billing statement contained a past due balance of $from
the previous billThe past due balance of $combined with the current
charges of zero brought the total amount due of $due February 6, 2017.Prorated credits back to the disconnect date of December 1, will be reflected on the
customer’s February billing statement along with any payments that post to
the accountI spoke with *** *** on February 17, and advised
him that our records reflect the late paymentsThe customer is not satisfied
with our findingsWe trust this information will assist you in closing this
case. Frontier
Communications

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

Thank you for referring the complaint of *** D *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he upgraded his Internet service from a residential account to a business account for $per
month for speeds as fast as Mbps instead of the Mbps he was receiving at per month.Mr*** states that he was unable to receive the business speeds as fast as Mbps and was advised he would be placed back to his residential planMr*** states that he was being billed $a month for service instead of the $ per monthMr*** states that he has not received a refund for the amount he over paid for the Internet service Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** changed his residential account to business on May 10, 2016.Mr*** has been billed $a month for the Business Internet instead of the $he was paying for residentialMr*** was billed $a month from May 10, to November 10, 2016.Frontier determines that Mr*** was billed incorrectly due to a promotional issueFrontier applied a credit of $on February 20, for the difference in the Internet pricing from May 10, to November 10, 2016.Frontier advises that Mr*** has a total credit of $on his Frontier accountFrontier spoke with Mr*** on February 21, and advised the above informationMr*** is satisfied 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that Frontier was supposed to install Frontier service for him in August and
cancelled his order.Mr*** further states that he paid a deposit for Frontier services and it has not been refundedFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s claim and found an order was placed for service in August The order was cancelled as the type of service Mr*** ordered was not available at his locationFrontier advises that an error was made and the refund had not been issuedFrontier has since processed a request to have the deposit refunded to Mr***Frontier spoke with Mr*** on November 18, regarding the deposit refund and he is satisfied with the resolutionWe 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

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 PROMISED by Frontier when I made a verbal agreement on March 1, that the promotions would be applied to my next bill and that my bill would be between $170-$every month for the next yearThis was our agreement. However, this did not happenA few promotions were applied the next couple of months, but they were never what Frontier said it would beSince they did not fulfill their end of our agreement, I felt entitled to consider this contract null and void. Therefore, I should not have to pay any early termination feesSince I have been a customer for a long time and have always paid my bills on time, I should have some consideration because they are the ones who reneged on the contract. Since the first billing problem, there has not been one customer service representative consistently involved who could make a final decision
Regards,
*** ***

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

I spoke with Mr*** and we went over his monthly rate. I advised that he currently pays $79.99/FIOS 50/Data + $74.99/Preferred HD TV + $11.99/Equipment + $4.99/Wireless Router = $- $99.99/Discounts = $+ taxes monthly. He advised that an Agent/SUPV promised a rate of $
monthly. Unfortunately, Frontier doesn't offer a Bundle billing $per month. On October 20, Mr*** was given adjustments totaling $70.84 due to miscommunication/misinformation and was advised that going forward his monthly bill would be the $+ taxes. Unfortunately, there aren’t any other discounts available to Mr*** at this time. Notes do not advise that Mr*** was promised/offered $per month. We've given Mr*** current rates available and he decided not to make any changes at this time. Case closed

Frontier Communications 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 his Telephone service plan was switched without his permissionMr*** advises the change caused his bill to increase and placed him in a commitmentMr*** advises he spoke to Frontier representatives about the billing and service issue without resolution Frontier has investigated the above statements and offers the following response: Frontier advises Mr*** ported his services on April 28, 2016.Frontier advises we have requested the Early Termination Fee be waived and made adjustments to the service charges to bring his balance to $ 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

Frontier has reviewed Mr***’s account and found that his services were removed in error on November 23, 2016. An order was placed to re-add the services along with a Retention Double Play offer with a 2-year term agreement effective December 5, 2016. A review of the call found
that the representative advised Mr*** that there was no contract Contact was made with Mr*** to advise that the cancellation fee would be waived if he were to downgrade or cancel service prior to December 4, 2018. Mr*** requested to downgrade to Internet service only. An email is being sent to Mr*** to provide speed and pricing options for Internet service only

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 that that once Frontier took over Verizon his internet has not worked for about a yearHe advised that he would have to drive home to use his internet service to order products for the Gas StationMr*** would like us to issue credit for the early termination and time out of serviceFrontier has investigated the above statements and offers the following response: Frontier spoke to Business agent on May 3, 2017. Frontier Business agent explained that the bill is correct and will be sustaining the charges and Early Termination Fee. Frontier discussed one repair ticket submitted on July 27, and closed on July 29, 2016. 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 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

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 he purchased a modem from Verizon but was billed a modem rental fee by Frontier
Communications.Mr*** states that he returned his rented Verizon modem prior to Verizon conversion to FrontierFrontier has investigated the above statements and offers the following response: A review of this account shows that Mr*** was billed a modem rental fee by Frontier communications from April through December of A Frontier representative has issued a credit in the amount of $for modem rental fees charged by Frontier from April through December 2016.A Frontier representative has placed an order to remove the ongoing modem rental fees from Mr***’s service order going forward from December 8th, A Frontier representative has advised Mr*** of these actions.A Frontier representative has provided Mr*** the direct contact information for a Frontier representative should he wish 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

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
We are still having line issues, our phones go in and outTechnician needs to remedy line issues.
Regards,
*** ***

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Our records indicate that the customer’s Fios internet was part of an
outageOn October 06, a representative from our Fiber Solutions Center spoke with Mr*** regarding his concernsDuring this contact, Mr*** acknowledged that the issue was resolvedCredit totaling $was issuedPlease allow 1-bill cycles for credit to post to the accountWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Ideally I would like the original deal of a monthly bill of $for the triple play package with an upgrade to 100/internet service honoredThat was what was promised in the original phone call for which we received a conformation number