Frontier Communications Corp.

Frontier has reviewed Ms***’s account and found on August 17, an order was placed to upgrade from Simply Broadband Max to Simply Broadband Ultra service effective August 23rd. The order reflects a Broadband Promotion was added which would provide a rate of $the 1st year and
$the 2nd and 3rd year as well as a one-time $equipment delivery and handling fee Frontier discovered that there were conflicting promotions on the account therefore Ms*** was billed $for the Broadband service instead of $on the September bill statement. Credits totaling $were applied to the account which was refunded back to Ms***’s bank account on October 5th Frontier has corrected the Broadband Promotion on Ms***’s account and applied an additional credit of $for the October 10th bill reducing the bill from $to $ Contact was made with Ms*** on October 17th to review the above and obtained permission to update her auto pay amount from $to $29.49. Frontier will monitor Ms***’s bill going forward to ensure the bill is accurate is quoted and has provided Ms*** with contact information should she have any further questions or concerns

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

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 in December he sent a letter to Frontier to disconnect his serviceMr*** states
that he called and confirmed that Frontier received the letter.Mr*** states that in February he received another billing statement and contacted FrontierMr*** states that he was informed that his account was not cancelledMr*** states that he would like a credit applied on his account for the time he was billed for service after requesting his account to be cancelled. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s Frontier account was cancelled on February 28, Frontier advises that our records indicate that this is the only cancellation request that is recorded in the Frontier system.Frontier determined that Mr*** did not use his service after December 29, 2016.Frontier applied an adjustment of $on March 29, 2017.Mr***’s remaining balance is $from services used through December Frontier spoke with Mr*** on March 29, and advised the information aboveMr*** 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

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.Frontier should back date my account to May 10, as I was not able to use the service since the day they were suppose to come and install at my new address *** *** *** *** *** ** ***I called in on Friday May 13, to have it disconnectedSo the date they are referencing is falseAlso send me out a larger box to return the equipment to them or a second label to my new address not my old address like they did the first timeUnless they only want half of their equipment backAgain this was a transfer of service why would you send a box to the address I no longer live atI was called by my old complex letting me know if had a package there.
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
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,
*** ***

The Complaint states that: Ms*** has not received the letter from Frontier Frontier has investigated the above statements and offers the following response: Frontier put the letter in the outgoing mail on the afternoon of Friday, December 2, Frontier e-mailed a copy of the letter today to the e-mail address Ms*** provided on her complaintWe also provided direct contact information for Frontier in case Ms*** has any further questions or concerns regarding this issueA voice message was also left on the contact number provided by Ms*** 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 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

Thank you for referring the complaint of *** L*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** states he was billed $that was sent to his old address, he relocated due to Military and no
forwarding address was givenMr*** is requesting this debt be removed from his credit report Frontier has investigated the above statements and offers the following response: Frontier has spoke to Mr*** on several occasions and advised a refund check will be sent to him to refund the balance he paid to satisfy Collections for the new account that had to be established to get his service back onFrontier advises allow 7-business days for deliveryFrontier advises that *** has been updated on this case, the hard inquiry has been changed to soft inquiry which does not affect Mr*** credit scoreFrontier advises per *** please allow five to six weeks for update 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: Double charged for Vacation Service Frontier has investigated the above statements and offers the
following response: Frontier Communications investigated the double charges for the Vacation Service and has credited Mr***’s account a sum total of $which will be applied between Mr***’s August 1, and September 1, billing cyclesPer conversations held between Mr*** and Frontier Communication’s Office of the President he finds these credits to be satisfactory and finds this matter resolved 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

Frontier has investigated the above statements and offers the following response: Frontier has resolved any service issues Ms*** has had with her internet connectivity.Frontier has adjusted Ms***'s billing for the time out of service as a one time courtesy.Ms*** at this time states
there are no further questions or concerns.We regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: The Consumer Relation department called *** on March 7, at 10:am and March 13, at 9:amAt this time detailed message were left with contact informationMs***’ account number *** was initially open on November 2, Frontier attempted to transfer her service on December 21, changing the account number to *** The original account *** closed on December 21, however due to an isolation system issue the transfer account *** remained open.Account *** was closed with the effective date February 10, and the consultant did apply adjustments in the amount of $to cover the balance on the account.Frontier’s refund policy is to issue a Citi Bank repaid 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 will continue to monitor Ms***’ account to ensure it closes properlyPlease be advised you may receive another statements until this account gives an accurate balance We regret any inconvenience that Ms*** may have experienced as a result of the above matter

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

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*** states her plan was to be $ for TV and InternetMs*** states her services did
not work and several technicians were sent outMs*** states she is being billed $ and she paid her bills every monthFrontier has investigated the above statements and offers the following response: Frontier advises we provided Ms*** phone and internet servicesThe bundle price was $ plus taxesThe account was disconnected by customer request September 12, and then new account started again October 26, New account also had inside wire maintenance for $ as of December 2016.Frontier advises Ms*** did make payments from November to March to the closed account three of which were refunded and two were transferred to her active account.Frontier advises the new account had a past due balance for payments not receivedfrom November to the disconnect April Only payment received were the two transferred from the prior accountThe current balance on the account is $ 157.36.Frontier advises the account was credited November $ for time out of service, modem and installDecember 16, $ time out of service and April $ time out of service.Frontier spoke with Ms*** on October 11, and she did not want to discuss the accountsDirect contact information was offered but it was declinedWe 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 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

Frontier can advise that Mr***’s service did need all VOIP services deleted and rebuilt and the line now shows registered correctly.Frontier does apologize and has issued an additional $to Mr***’s account.Frontier can advised that Mr***’s mother’s phone, ###-###-#### was restored on April 25, An adjustment in the amount of $was issued to her account

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 waiting for a refund of one dollar for three months from
Frontier. Frontier has investigated the above statements and offers the following response: Frontier has refunded the one dollar that we owed to Ms***The process is days from the date of the disconnection the credit would be refundedThen it is usually to business days to receive it in the mailFrontier spoke to Ms*** today and she has received the credit refund of the one dollar. 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

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,
*** ***

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
Regards,
*** *** The reason I rejected the offer is because I have to apply to the California Lifeline with documentation that was destroyed in the house fire, and would have to wait on proof of income to come via mail from another source, which would take more time on my part to get the information and then for Frontier to do what they should have done, which was leave my account alone! This is a great inconvenience to me because of their MISTAKEIf this is the best the Revdex.com can do for me to resolve this complaint, then lets just close the case and mark it settledI'm tired and stressed because of the entire process that FRONTIER, has put me throughHopefully they will continue to monitor my account past the month they originally agreed to!Sincerely,*** ***

Per Frontier records, Ms*** spoke with a Frontier agent and advised that all issues have been resolved. Mrs*** advised that she's been speaking with the Frontier Local Manager(Rick) in her area and he worked with her to resolveNo further action is needed. Case
closed

Frontier records reflect that on July 16, an order was placed to establish the Digital Phone Unlimited package effective July 31st with telephone number ###-###-#### in the name of *** ***. Ms*** contacted Frontier on August 6, to advise that she had called a couple weeks
ago; Dish has completed their installation; and she was told to call back to schedule the phone and internet installation. It was found that the phone service was installed on July 31st; internet service is not currently available in her area; and that the order was placed by a Frontier authorized dealer. Ms*** stated phone service was never installed and she wanted everything cancelled. The escalation representative explained that Dish Network will only speak with the account holder; however offered to place a conference call and explain the situation. The call ended before any further action could take placeThe service was disconnected for non-payment effective October 21, 2015. The final balance reflected on the account is $Frontier apologizes to the customer for the inconvenience; has addressed this as a training issue; and has adjusted the account to a zero balance