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 below.I received a voicemail from Darren (?) with specific call back instructions sometime within the first week of December. I called him back on his direct extension Monday, December 12th and left a voicemail telling him to return my call. I haven't heard anything since then. Just another way for this company to turn the blame on the customer
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

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 have attached a letter stating dates, names and employee numbers of those I corresponded with for the last months attempting to get this cleared upThey do not have any ground to stand on stating they will credit me from Jan 9th 2017, when I have proof I called them in July and every month thereafterThey should also have record of this on there sideI also have many emails with Phillip S*** which I have attachedWhy would I make all of these calls and be dealing with all of this if it wasn't for a billing issue, they should record all call like they say and should have a copy of my conversation with Mary back in July to be able to reviewAt this point they need proof that I didn't make the request, I feel I have submitted more than enough that I have been trying to get my billing taken care of for months.
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
When I spoke to *** *** with Frontier regarding this complaint yesterday, we agreed to the price for year (more months)This response states months which is incorrect
Regards,
*** ***

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 *** *** 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

According to the complaint: Mr*** is disputing the $20,balance on their Frontier account. Mr*** states he terminated services because they were on a copper network and was under impression that a Fiber network would be used. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had obtained a copy of the term agreement the customer had signed. The contract shows that the service agreement was for a 20Mbps/20Mbps Ethernet circuit for $a month with a 60-month contract.The contract does not specify the Ethernet services would be on a fiber network. Frontier had established the contracted service of a 20Mbps/20Mbps Ethernet circuit.Frontier has found that the termination penalties are sustainable, as the contract states the speed and contract length the customer had agreed to

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 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,
*** ***

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 *** *** 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

Frontier CommunicationsThank you for referring the complaint of *** *** to our
office for reviewWe appreciate *** *** bringing this matter to our
attentionThe Complaint states that: Ms*** states that she would like to have the early termination fees removed from her final billing
statementFrontier has investigated the above statements and offers
the following response: Frontier has reviewed the account and found that the contract terms and renewal dates were made available on each billing statementOn March 19, 2017, the term renewedCustomer is given days to cancel term renewal, and discontinue associated discounts. Customer ported out account to a new provider effective June 20, 2017, breaking term contract, and incurring an early termination fee on final billFrontier has determined that the early termination fee is valid, and will sustain total final balanceFrontier spoke to Ms*** and advised the above 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 matterFrontier Specialist: Erinn F*Department: Customer Relations

The Complaint states that: • Ms***-*** advises that she has been waiting for a $refund for her cancelled serviceShe was told by Customer Service that it would take months to receive a refundFrontier has investigated the above statements and offers the following response:
• Frontier advises that a refund check was issued on May 3, Frontier spoke to Ms***-*** on May 4, and advised to allow 7-business days to receive

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

Frontier advises that a total of six payments have been received and posted to the accountFrontier confirms two of the payments were misapplied and were properly reconciled to Ms***’s account.Frontier advises that all late payment fees have been removed from Ms***’s account.Frontier advises that due to an isolated order error the first billing statement was missing promotion discountsThe error was corrected and all appropriate credits were applied to the account.Frontier has emailed copies of all Frontier billing statements that reflect payments received to the account and the two misapplied payments reflect as payment moves. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have 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

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

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

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 never received any final bill or letter or intention to report the balance I was not aware I owedFrontier has no proof that I ever received the billTheir stance is simply that the mail was not returned to them so therefore I received the billI never didSince they did not do their due diligence to make sure that I was aware of the bill, I still say the credit report is not correct and should therefore be removed from my creditFurthermore, they reported a charge off in August and again in April after I took a better look at my credit reportThis is causing severe damage to my credit report due to them refreshing the negative reportingI will not pay the balance until they agree to remove the charge off they reported to my credit since they never took steps to ensure I was aware I owed a balance
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s concerns were determined to be a network repairThis did not require a technician to be dispatched.A repair request was placed on April 24, Mr*** cancelled
service on April 27, 2016.Due to the containment of Verizon proprietary information and in some cases the transmittal of private information regulations, Frontier was not a recipient of the physical contracts from VerizonFrontier retains documented bill copies providing the contracted pricing and term information, which is also provided to the consumer in the form of their monthly statementFrontier has internally addressed any internal coaching opportunities and disciplinary actions related to this complaint 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