Frontier Communications Corp.

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 he has been without a land line telephone since March 9, 2018. Frontier gave him a repair date of March 27, Frontier has investigated the above statements and offers the following response: Frontier had a union work stoppage in West Virginia. Management and contract staff are continuing to work service orders and service trouble reports as early as current conditions allow We regret any delays due to the labor disputeFrontier spoke to Mr** *** on April 3, and the service was finally fixed yesterday, he was without working service from March 9, through April 2, 2018. Frontier issued a courtesy credit for one month of service and Mr** *** was satisfied with thatWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr** *** may have experienced as a result of the above matter Frontier Specialist: Jacey D*** Department: Customer Relations Telephone Number: ###-###-#### ExtFax Number: ###-###-####

The Complaint states that: Mr*** states that he called in multiple times to make a payment on his account and disconnect servicesMr*** also states that on multiple occasions he was told his account did not exist in the Frontier systemMr*** also states that he has
accumulated a very high balance due to payment issues Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to contact Mr*** on November 7, with no response.Frontier also states that even without a Frontier account numberWe are able to locate accounts by name, address, social security number, among other options.Frontier also states that on September 26, 2016, when Mr*** called in to our customer service department, a representative was able to locate the customer’s account when searching by Mr***’s name, state and zip code.Frontier also states that Mr*** was offered a deferred payment arrangement of $97.30+current charges per month for months after a down payment of $on October 14, 2016.Frontier also states that Mr***’s past due account balance is now satisfied pending all payments are made on time for the next months

Revdex.com:I originally attempted to cancel service with Frontier on April 4, Ultimately, it took days before I received the payment from Frontier, despite their "day" policy.Frontier told my wife that it takes to days to process the refunded moniesThis part is unacceptable to me, and should be to them, as well.Their response is acceptable to me otherwise.Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms***’s account and has issued a credit in the amount of $90.38. The current balance on the account is zero.The representative handling this complaint has provided her contact
information should Ms*** need further assistanceWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Purchased Internet with the speeds of 100/100. The company cannot support this service and downgraded my serviceCharged an installation fee and now receiving collection noticesSpoke with Frontier and was told not to pay and no penalties will apply Frontier has investigated the
above statements and offers the following response: Frontier reviewed the account and found that the FiOS Internet was upgraded to the 100M/100M in January 2016. The customer experienced trouble and Frontier determined that those speeds are not available and needed to be downgraded to 50M/50M. This occurred in May 2016. The customer has been given credit for the service issues, and for late fees.Frontier issued credit for the shipping and handling fee, $and for the installation fee of $Frontier has also issued an additional credit for the difference in costs of the FiOS Internet 100m $versus the FiOS Internet 50M $64.99. This credit amount is $and will reflect in one to two bill cycles.In short, Frontier has issued a total of $in credits since May through current, to cover the service issues, late fees, install fees and price difference in service.Frontier’s attempts were unsuccessful; we were successful in leaving voicemails that included our contact information.Frontier apologizes for any inconvenience this may have caused the customer

Revdex.com:Thank You, it's nice to have a alternative that worksMy problem with Frontier was frustrating and the resolution is acceptable.Thanks being there for me
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 for referring the complaint of *** *** to our office for reviewWe appreciate *** ***
bringing this matter to our attention The Complaint states that: *** *** states she has been billed for service after her requested disconnection of service dateFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate a bill was generated for services after the disconnection date of October 28, 2017.Frontier advises Frontier has spoken to *** *** on November 22, and advised Ms*** that Frontier has a scheduled follow up for the next billing cycle to review the next bill generatedWe 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

Tell us why here
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that: Mr*** has been receiving a Frontier telephone bill monthly in his name since March 2016, for a telephone account he never requested, ###-###-####.Frontier has investigated the above statements and offers the following response: On February 25, there was a new service order placed with Frontier in Franklin’s ***’s name with the telephone number ###-###-####. On March 10, there was another order to disconnect the Frontier telephone service to the same account number. Mr***’s final balance on his Frontier phone bill was $96.30. As of today, April 13, I have spoken with Mr*** and I have informed him that I have issued a credit of $to his final Frontier bill. Mr*** now has a zero balance. As of March 10, the telephone number ###-###-#### has been disconnected with Frontier, and there will be no future billing or balance due. Mr*** is satisfied.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 Mr*** complaint to our office for review. We appreciate this being brought to our attention.The complaint states that:*Mr*** is being billed for services beyond the disconnect date.*Mr*** has not received the boxes to return the Frontier
equipmentFrontier has investigated the above statements and offers the following response:*Frontier disconnected the service on April 18, however due to the transition from Verizon to Frontier there was a delay with billingFrontier has confirmed that the disconnect took place on April 18, and the next bill will reflect credit for services billed but not used*Frontier spoke with Mr*** and confirmed that he received the return boxes to return the Frontier equipment

Here is the photo of the mailer they sent meAlso this is not the first time that they have done something like this about months ago I went online and signed up for a promotion they had then they ran credit and when I called to verify when they were doing the install they changed the whole price
from like dollars to dollarsI sent emails to corporate with screen shots of the online promotion, and they simply said it was a mistake and would not honor the promotion, and they also promised to have the hard credit pull they did removed by the credit company which they never didThis company is an embarrassment and its appalling that they are allowed to keep on doing these types of bait and switch tactics

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: provided they actually do as they committed.
Regards,
*** ***

Frontier states Mr*** disconnected his services with Frontier as of September 11, Frontier advises Mr***’s account was written off on November 10, with a balance owing of $107.07.Frontier confirms a payment in the amount of $was paid on December 22, leaving a balance
owing of $25.00.Frontier states a credit for $was added to Mr***’s account on January 26, 2018.Frontier will be pulling Mr***’s account back from any and all credit reporting agencies 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

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

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s voicemail was restored.Frontier has confirmed working service with Mr*** on 5/9/16.Frontier issued a $credit for the phone service outage including featuresAs a courtesy, Frontier has issued an additional $credit for the voicemail outageWe 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: *** *** states she has been incorrectly on her account, Ms*** upgraded her internet
speed and received an early termination feeFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it has adjusted the early termination fee that was in errorWe 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 Mr*** bringing this matter to our attention. The Complaint states that: Mr*** states that his bill with Frontier has increased and does not agree with it Frontier has
investigated the above statements and offers the following response: Frontier states that Mr*** had a promotion that ran from March 15, through March 14, The promotional dates were printed on the customer’s bill statement every monthFrontier spoke to Mr*** and we were not able to give him the same promotion that he hadHe decided he wanted to cancel all services with FrontierFrontier processed an order to cancel Mr***’s services as of March 30, Frontier spoke to Mr*** today and he is aware that his balance is $which paid his services up to March 31, 2018. 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 advises starting with Mr***’s January billing statement he will be billed $for his Simply FiOS 100/internet service.Frontier states a credit in the amount of $was added to Mr***’s account on December 27, to offset the higher than expected price for his
December billing statement and a credit in the amount of $was also placed on the account to cover the credit promised on July 10, that was never receivedFrontier has contacted Mr*** and was advised of the aboveWe 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that although they eventually restored internet their customer service still lacks what I would consider customer focus After spending an hour on the phone and transferred to the "right person to help you" times I was not satisfied with their offer to credit a very small amount for days of promises and no serviceSince I use the internet to handle business from home I had to buy a "hot spot" from *** after days without service and asked them to reimburse that.
Regards,
*** ***

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** is disputing his bill for services from Frontier Frontier has investigated the above
statements and offers the following response: Frontier advises on March 30, Frontier spoke with *** *** and advised him the account has been adjusted and has a zero balance.Frontier advises the outside collection agency has been notified the account has been adjusted to a zero balance Frontier advises *** *** has a direct point of contact to Frontier for any further assistance with this issueWe 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