Frontier Communications Corp.

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

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

Thank you for referring the complaint of *** *** to our office for review. We appreciate *** *** bringing this matter to our attention The complaint states that:
Mrs*** states that Frontier doesn’t have electronic bill pay The bill due date changed from the 29th with Verizon to the 7th with Frontier Mrs*** states that her internet speed is very slow Frontier has investigated the above statements and offers the following response: Mrs*** now knows how to pay the bill online or with Frontier agent The billing due date did change to the 7th of each month Frontier has set up a payment arrangement to assist the Mrs*** with her changes Frontier has technical support assisting the customer with the slow speeds for her internet service We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** 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 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

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

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 that he did not authorize any charges from Frontier on his credit card Frontier
has investigated the above statements and offers the following response: Frontier advises that account that was billed to Mr***’s credit card has been cancelled and a refund has been issued.Frontier spoke to Mr*** and he was satisfied with the resolution 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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that Frontier is charging her for services that were to be cancelled when she moved to a
new locationFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s account has been disconnected.Frontier advises that Ms*** was sent a refund for $to cover charges for January and FebruaryFrontier advises that Ms*** was contacted via email and advised the refund request was submitted and to allow 7-business days for processing and deliveryWe 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 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 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

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.] I received a phone call from Mr F* today, he also called and spoke with my husband and said the charges will zero out in days from today I left a message for MrF*, I thanked him and also requested a response in writing from Frontier I would feel more comfortable with written communication regarding the status of a zero balance
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 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 find that this resolution is satisfactory to me. However I think we need to also document here that when I called Frontier with my issues I was ONLY following what I had been told by their Technical Service person. Frontier continues to send out solicitations for new business, knowing full well that they have oversold this market areaShould my connection rates drop again below the threshold, I for one will drop Frontier and go with other carriers in the area. Frontier is NOT the only game in town!
Regards,
*** ***

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 she moved and we received a new telephone number and received a bill for a closed accountFrontier
has investigated the above statements and offers the following response: Frontier spoke to Ms*** on January 15, and explained that she moved to a new exchange and required number changeFrontier has requested phone intercept on old numberFrontier explained adjustments issued on closed accountFrontier has set follow up to ensure bill accuracy. 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 *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states she would the money that is owed to her by Frontier in the form of a checkFrontier has
investigated the above statements and offers the following response: Frontier has made several attempts to reach *** ***; however, Frontier has been unsuccessful in speaking with herFrontier advises Ms*** can reach out to our collections department at ###-###-#### for assistance with receiving a refund in the form of a checkWe 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 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 *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms*** is disputing collections notice of $ for closed paid accountFrontier
has investigated the above statements and offers the following response: Frontier advises payment received October 13, of $ was for bill cycle of September to October 18, Customer disconnected phone on October 12, 2017.Frontier made a payment to DISH for next cycle of October to November in the amount of $ Then billed to customer on the October billing along with a $ early termination fee for disconnecting the phone during a termThis brings the total with taxes to $ 329.72, amount is valid.Frontier advises Ms*** was also billed from DISH for the bill cycle of October to November and paid to DISHDish refunded the payment to Ms*** on her November 20, DISH bill, since they received a double payment one from Frontier and one from Ms***The payment is still due to Frontier for this time frame.Frontier advises there is a $early termination fee for the disconnection of the phone line due to a term that was to end April 24, This term was on a yearly auto-renew and is noted on the billing monthly, advising of the term auto-renew, fee if disconnects and also how to remove from auto-renew.Frontier spoke with Ms*** on March 30, and reviewed the aboveWe 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 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 *** *** 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

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,
*** ***