Frontier Communications Corp.

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 case of *** *** to our office for review. We appreciate you bringing this matter to our attention.Frontier records indicate that the customer’s order for internet installation was cancelled because the customer’s address does not qualify for internet. We
called and spoke with *** *** on April 19, when we received this case. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing this case.Frontier Communications

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 so frustrated on this lack of accountability of this company & customer service and the damage Frontier is making on my credit report That I called and made a one time payment on Friday 11/after more then hours on the phone since approx May 5th, with agents at Frontier trying to get a correct balance of my account for me to send on to ***Each time I called I was told that MORE credits were pending and that NOT TO WORRY the new corrected balance would be comingIN MY NEXT BILL"My coworker is my witness to each call I made and sat through while the agent "researched" my account. In September of 2017, I finally got an agents response that my balance owed was ZERO. This is a PHONE company, Please investigate & locate all the calls from my cell number to your business and better yet, FIND THE RECORDINGS of all said calls and conversations. They are also in breech of the mo contract by promising a gift card to AMAZON for signing up and then charging me for it and not sending itHmmm, Being charged for what you don't receive=Frontier'S motto? Is small claims court and the Attorneys General's office the only way Frontier makes good on their contracts?
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*** was told her cancellation would be backdated to be made effective on a certain dayWhen order for
cancellation was processed it was not backdated and credit wasn’t receivedMs*** was sent to collections for outstanding balance she did not owe Frontier has investigated the above statements and offers the following response: Credit has been provided to Ms*** for the period of time promised.The negative credit audit has been removed.A check will be issued for the credit amount now on Ms***’s account 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

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

When contacted by a representative of Frontier, I was quoted a monthly r*** of $(not including tax) and a Amazon gift card This amount was confirmed in an email (see attached) I received my first bill in the amount of $ I have spent numerous hours on the
phone, getting the run around, trying to resolve this issue Please adjust my bill to the agreed upon monthly r***, adjust the bill to reflect this amount for previous months and send me the $Amazon GiftCard

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*** indicates that Frontier improperly charged him for serviceFrontier has investigated
the above statements and offers the following response: Frontier records confirm Mr*** was changed to new pricing on August 15, which caused an increase to his monthly charges. Mr*** removed the phone and was changed to new pricing codes. When the order was processed, the old telephone and television codes were not removed which has been corrected. Mr*** has been given appropriate credit for duplicate charges and the promotional pricing variance. Frontier records confirm Mr*** is currently active on the FIOS Internet 75/and TV Essentials plan and will be billed a monthly rate of $plus taxes. A Frontier Customer Service Representative made several attempts to contact Mr*** and has been unable to reach him. A letter and email were also sent to Mr*** with direct contact information for the representative. One message was received from Mr*** with the best contact time and the Frontier Customer Service Representative has still been unable to reach him. The Frontier Customer Service Representative will continue to assist Mr*** with any future inquires.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 againWe 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: Mr*** advises that he has been overpaying for service and that he has spent hours attempting to
resolve his issues with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that we spoke to Mr*** on August 2, and he advised that his billing issue has been resolvedFrontier apologizes for the frustration and strives to provide better Customer Service in the future

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,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier reviewed the cause of the ban.Frontier spoke with Ms***, reviewing the page rules and guidelinesFrontier agreed to remove the ban, with understanding that the rules of the page will be adhered
toMs*** presented no further question or concerns We regret any inconvenience that *** *** may have experienced as a result of the above matter

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

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate him bringing this matter to
our attention. The Complaint states that: Mr*** placed an order to remove voice from the account and just have internet service. He was still being billed for voice services Frontier has investigated the above statements and offers the following response: A service order was placed in the system to remove the voice and for some reason it did not post into billing resulting in an overcharge. Frontier has fixed the issue and Mr*** is no longer being charged for voice. His next billing statement dated October 13, will credit the account back to August fixing the overcharge. A Frontier Representative spoke to Mr*** on October 5, to advice. Mr*** has the Representatives contact information if there are any other questions or concerns. 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
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,
*** ***

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
(My Response)I did receive a call from Frontier with the corrected balance that I do not disagree with. However, in the message left on my phone from Frontier, they are billing me to February 7th 2017, I do have a problem with this date. I cancelled my service with them yesterday January 31, 2017, so I shouldn't be charged for another month of service
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 has been experiencing issues with her telephone equipment that she purchased through Frontier
Frontier has investigated the above statements and offers the following response: Frontier advises that a replacement phone has been sent to Ms*** and she should receive within 5-business days.Frontier spoke with Ms*** on February 10, to review this information with herWe 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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises Frontier she was promised a price and when she called back in the price had
increased by $a month Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on January 9, and advised her we could honor the price she was quoted 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 *** 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 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

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

Good Afternoon,Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate her bringing this matter to our attention. The Complaint states that: Ms*** has had issues with her Internet service since March of 2008. Ms*** has
requested that her bill be adjusted but that hasn’t happenedFrontier has investigated the above statements and offers the following response: Frontier’s field technician went to the site and replaced the modem.He also moved the customer’s modem to the center of the home and hooked up two more jacks. Ms*** was up and running with great numbers when he left.Ms*** was given a credit of $on her October statement and another credit of $which will appear on her November statementFrontier’s Executive Customer Relations spoke to Ms*** on October 24, and advised of our findings. She was satisfied with our resolution. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** has experienced as a result of the above matter