Frontier Communications Corp.

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 find that this resolution is satisfactory to me: provided they actually do as they committed.
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: Ms*** states that she was overcharged for Dish services from Frontier.Ms*** states she has not received a
refund for the credit balance.Frontier has investigated the above
statements and offers the following response:Frontier records reflect that Ms*** requested to have her Dish Network removed from her Frontier bill as of February 14, after her February bill statement generated.Frontier records show that Ms*** was billed for Frontier and Dish Network on her February bill after the request to remove the Dish Network services.Frontier records reflect that the Dish charges that were billed on the February bill statement from Dish Network of $are valid charges.Frontier records show as a onetime courtesy a credit of $has been issued toward the customer’s account.Frontier’s refund policy is to issue a check or prepaid Visa card 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 representative have spoken to Ms*** and advised of credits and policy.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.Frontier Specialist: Tocoma
K. Department:
General Manager

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. Once again, Frontier presented and fabricated information to make their case. Let me first respond to their remarks pertaining to the 11/22/conversation with their representative, and then discuss my subsequent call to Frontier on 11/30/2016.With regard to 11/22/contact, first, their billing information in this latest response is an admission that their billing information previously submitted to Revdex.com was false! Second, they give the impression that the representative made the billing corrections that day. But actually she adamantly insisted that the $monthly charge for the DSL service and a $charge for the equipment were valid charges, as they had asserted before, and she refused to even look at the initial order details when I provided her with the confirmation number. Also, their statement that we had asked for both landline and DSL services for a monthly charge of $is a pure fabrication (I wish they had taken the time to review the recorded conversation to get the facts first before responding to Revdex.com). The Frontier promotional brochure clearly spells out "...Frontier Affordable Broadband Bundle less than $per month. Bundle includes Frontier Affordable Broadband and qualifying California Lifeline landline service...FREE modem/router for wirelessly connecting multiple devices...FREE installation and activation..." This is what we have signed up for and that is what we expected to receive. Nothing less, nothing more. She also kept bringing up the issue of me not answering the phone when they had called, as if their customers must put their lives aside and just wait for Frontier random calls during business hours! They leave a generic message with no call back number and no instructions. Somehow, the calls I make to their tech support do not count and they cannot arrange for sending out their technicians to service sites at that time; only their calls at random times are what count! The conversation with that representative was so frustrating and annoying that I hung up on her as it was a waste of time to continue that conversation. We never got to discussing technical issues or arranging for a technician visit. Frontier is now interpreting that as me declining their offer! As my follow up call on 11/30/revealed, the real technical issue is not inside our apartment.On 11/30/I called their customer service to discuss the billing issues again. The rep informed me that at the time when I had called to place our order last October, that rep had forgotten to put in a special code for this promotional offer into the account setup, possibly because the information they had received during their training for this promotional offer was confusing. She went ahead and input the appropriate code into the account setup, and that is when the billing adjustments were made, not on 11/22/as this Frontier response implies! Then that rep transferred me to Frontier tech support. After some information digging by the rep, he told me that they had many many complaints from this service area because it is a high demand area which exceeds the Frontier's infrastructure. He said Frontier is working on upgrading the infrastructure and it would be at least weeks before we will notice any improvements in speed (we are getting less than Mbps compared to the 7-Mbps we singed up for). This is in sharp contrast with this Frontier response to Revdex.com where they refuse to acknowledge that this is a widespread technical issue affecting this entire service area, and instead keep putting the blame on their customers for not answering Frontier's random phone calls. The real technical issue is the infrastructure out there as we have suspected, not inside our apartment. Service visits by their technician seem moot and waste of time.At his point, if our past experience with the unreliable and/or unprofessional Frontier staff is any indication, we do not know what to expect and whom to believe. The billing issues may have now been resolved, but it is unclear when the technical issues, the subject of our main complaint filed with Revdex.com, will be resolved. It may be weeks away, or perhaps years away.
Regards,
*** ***

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 I do find it unsatisfactory that I was promised this to be completed at the end of last weekI was never updated by the company, nor confirmed the installation timeIronically I reached out to Mark yesterday for follow up and he told me they were coming to our home to complete the installationNo one had contacted me to make sure someone would be homeNo one had contacted me to "pick a date and time" that worked for us, the installation was again, late. Mark has been nothing but helpfulBut this company is insanely unorganized and needs to workThe fact that I filed a Revdex.com complaint for all of this, and I continued to have issues with Frontier after the fact is insane to meI am happy we finally were able to have our service installed, over a month laterBut still highly disappointed in the services (besides Mark's assistance).
Regards,
*** ***

Frontier apologizes for the delayed response. Review of the account shows that Mr*** contacted Frontier on July 18, and adjustments were made that brought the account down to a balance that was paid. The account has a zero balance

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate her bringing this matter to our attention. The Complaint states that: *** *** called Frontier to obtain internet service and explained that she would only be at this
location for months so she did not want a contract/penalty*** *** states she was billed an early termination fee when she cancelled and she is disputing the charge*** Weather states representative told her they would reverse the fee and was never done and now she is receiving notices from Frontier’s collection departmentFrontier has investigated the above statements and offers the following response: Frontier spoke to *** *** on January 23, and after reviewing her call found that the representative told her more than once she would not be billed an early termination fee and she wasn’t.*** was billed back $for promotional credits she had already received in advance before disconnectingSince *** was not informed that she would be billed in this way Frontier waived this chargeFrontier spoke to *** *** on January 24, to inform her that their collections department approved her credit for $and that would leave a balance of $on her final written off account.*** *** paid the $balance and Frontier’s collection department will be sending her a paid in full letter.*** *** wanted this completely off her credit reportPer Frontier’s collections department they can send her a paid in full letter and notify the outside collection agency that it is paid in fullWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that she has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms*** advises she does not owe Frontier for service through March 22, 2018. As she requested the Frontier account to be closed on March 7, Frontier has investigated the above statements and offers the following response: Frontier advises that we bill a month in advance and full bill cycle would be dueFrontier bill on June read that we have updated the Terms of Service and by continuing to use the services the customer agrees to the new termsFrontier advises any disconnect within a cycle, that last bill cycle charges would be valid with no prorationThe customer will continue to receive bills for any balances due on the accountFrontier spoke with Mr*** on March 21, and reviewed the aboveNo specific account information was given as Ms*** was not able to verify the accountMs*** has direct contact information for contact with the pin number to receive account specific informationWe 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 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 internally addressed all training opportunities associated with this complaint.A Modem has been shipped to *** *** *** *** *** ** *** This should be received in to business
days.Frontier has issued a $courtesy credit for the customer’s inconvenience 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

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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he experienced a disruption in services following conversion from Verizon to
Frontier.Mr*** states that he spend several hours trying to get this service issue addressed.Mr*** states that he has been advised that if he makes changes to his current Frontier services package that his pricing will increase.Mr*** states that his pricing has increased over the period of two monthsFrontier has investigated the above statements and offers the following response: A review of this account shows that Mr*** experienced a temporary service disruption lasting daysA Frontier representative has issued credits to Mr*** account in the amount of $for the time he was out of service.A Frontier representative has advised Mr*** that he is currently at the lowest price rate for his services and that any upgrade to his services will result in a higher monthly rate.Mr***’ billing increased due to credits expiringMr*** had credits that expired in the months of June and July, totaling $Each expiring credit had the length of the term and the term ending listed in Mr*** billingFrontier has added back to Mr*** account a $monthly credit to offset the expiring creditsMr*** still receives a total monthly discount of $75.00.A Frontier representative has spoken with Mr*** and advised of these actionsWe 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 belowWhy does our internet service continue to be spotty, our service is regularly disconnected At that point we have to reboot devices/modem Regards, *** ***

Thank you for referring the complaint *** *** to our office for reviewWe appreciate his bringing this matter to our attention
According to the complaint:
• Mr*** states he was having billing issues with Frontier Communications since May,
• Mr*** was
paying $per month on automatic payment, which included a $discount for autopayThe $autopay discount dropped off and Frontier advised they would provide a $credit, but it was not received
• Mr***’s November bill showed a $credit, but he was still billed for automatic payment of $
Frontier has investigated the above statements and offers the following response:
• Frontier advises based on Mr***’s previous Revdex.com complaint, Frontier added a time $credit to Mr***’s account in lieu of the ongoing autopay discount
• The $credit appeared on the November 1, bill statement, leaving a credit balance of $as Mr*** indicatedThe December 1, bill shows an amount due of $
• No payment has been received from Mr*** since the October 24th, paymentThe payment was for the amount due on the October 1, bill
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter
Frontier Specialist: Brian M*** Department: Executive Customer Relations

Frontier has reviewed the account of Mr*** and finds that service was installed on 3/2/and then disconnected on 3/15/Mr*** paid a payment in the amount of $and Frontier has waived the balance bringing the account to a zero balanceA final billing will generate on 8/29/
showing the adjustments and the zero balanceFrontier does apologize for any miscommunication or inconvenience caused

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 begin, I have NOT indicated satisfaction yet, as the situation has NOT yet been resolvedMy last communication, from *** on 2/15/17, was that she had indeed found that I had been promised a bill of approximately $a month, all inclusive, but that she was not yet certain that this had actually been applied to my account, and we would need (yet again) to await my next billing to see what it saysOpening my account online this morning (2/18/17) to find that my current bill is for $(reduced from $due to a small remaining credit) does not instill me with confidence that paying the $will satisfy Frontier's misguided computers.I do NOT consider this matter to be closed.
Regards,
*** ***

Complaint Number: *** Customer Name: ***
*** Phone: Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** states that his bill is incorrect and that he would like the original price honored of $per month or at least the $rateFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the customer has a plan for premium service that is not compatible with his current planFrontier has removed that plan which will reduce his rate to plus taxes and fees.Frontier was not able to find a rate of for the current services that are on the account

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that:• Ms*** advises that she ordered internet that was installed on 5/16/but the wrong product was installed. • Ms
*** states that she was unable to resolve the issue and cancelled serviceShe was advised she would not be charged but received a bill for $Her bill has not yet been corrected. Frontier has investigated the above statements and offers the following response:• Account review found that there was no completion information on Ms***’s install order for *** *** • Frontier has issued a credit of $which zeroes out the billing on this account. 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.Sincerely,Executive Customer RelationsFrontier Communications

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 was sent Standard DVR Fios
equipment in errorOn July 9, the Quantum Fios DVR equipment was shipped to the customerCredits totaling $posted to the accountPlease allow up bill cycles for credit to reflect on billingPlease note that Frontier does not compensate for loss of timeOn July 18, I attempted to speak with Mr*** however; I reached an automated message that advised the person you are calling has blocked your phone numberMr*** may contact our office directly at 1/###-###-#### EXT *** should he require further assistance regarding this matter We 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

Thank you for referring the rebuttal of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Rebuttal states that: Ms*** advises that there are no discounts on her Frontier billMs*** advises that she has not responded to Frontier’s calls or emails because she hasn’t had time to talk with a Frontier representativeFrontier has investigated the above statements and offers the following response: Frontier advises that the discounts are built into the monthly rate showing on the customer’s statement, and not listed as separate line item. An example would be the home phone service, which has a regular monthly recurring charge of $44.99, and the discounted rate is $per month. Frontier also advises that prior to upgrading her package for faster internet service and a wider variety of channels with her TV service, Ms***’s regular monthly recurring charges were $233.77. Her current monthly rate is $plus $in taxes and surcharges, for a total of $233.55, which is almost the same monthly rate of her previous bundle package that had less TV channels and a lower internet speedFrontier advises that they are required to respond to customer’s Revdex.com complaints, as attempts were made to contact Ms*** by phone and by email on March 24, and March 27, to discuss her original complaint, to which she did not respond. Frontier also attempted to respond to her rebuttal on March 30, and also did not receive a responseWe 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