Frontier Communications Corp.

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mr*** advises that he has been experiencing intermittent speed and connectivity issues with his internet
service from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over timeA Frontier Technician was dispatched to Mr***’s home on 9/25/and resolved the internet concerns. Mr*** has our contact information should he have additional concerns regarding this matter. 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 *** 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

customer sent in a complaint stating that since they disconnected their account with Frontier in April and that it will be active for disconnect on April 9th or 10th the customer was still getting billed even when the customer disconnected services with usreviewed the customer
account the customer current balance is the customer account is right and the customer doesn't owe anything.Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that:Customer cancelled their contract with Frontier and was told their contract would be terminated by the 9th or 10th of April 2016. Frontier has investigated the above statements and offers the following response: Reviewed the customer’s account and the customer account account shows that the account was disconnected and that the customers current balance is .00 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 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

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

Ideally I would like the original deal of a monthly bill of $for the triple play package with an upgrade to 100/internet service honoredThat was what was promised in the original phone call for which we received a conformation number

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, Customer's connect date was 10/29/2016...his disconnect date shows 11/18/2016. There was an error in our records, however, Mr*** was not asked to make payments towards any serviceHe wasn't billed for any servicesYes to have the service activated, a deposit was requiredHe will get his deposit back with 15-business daysA Frontier agent tried to reach Mr*** again to advise and he was unavailableA message was left advising of the refund and that he should expect to receive it in the mail within the next 15-Business daysCase 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 his telephone service was temporarily disconnected without prior noticeMr*** would like an explanation as to why his account was temporarily disconnected without notice Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on September 14, 2017, and reviewed account.Frontier review the account and we show that calls were made to Mr*** on July and July 21, informing him of the balance subject to disconnectFrontier found our records were missing Mr***’s full address, therefore he was not receiving billing from Frontier.Frontier issued credit for $to Mr***’s account due to address error to cover his reconnect feeWe 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: Frontier Communications has not provided service since the conversion from Verizon to Frontier on April
1stService was not working and when making reports that service was not working customer was advised not to pay bill until it was resolvedCustomer waited for technician to come out all day to fix problem and never showed upFrontier has not allowed customer to cancel services when he was contacting us Frontier has investigated the above statements and offers the following response: Frontier had promised credits on the account for being out of service from the time our conversion with Verizon took place on April 1st Frontier has given the customer credits on the account for service that was not working Frontier has closed and disconnected the account with the customer’s request Customer has been advised that he will receive a statement on 09/07/that will show a zero balance and will take care of the last amount of service charges that are still showing on the account Customer has been advised of the representative who is working on this and how to contact them directly 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 complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that her Frontier internet service stopped working the first day of June and that she
was told by Frontier that she had put her account on a vacation suspension mode Ms*** advises that she never called to request her internet be put on a vacation modeShe also advises that Frontier to needs to come out and fix the problem with her internet service Frontier has investigated the above statements and offers the following response: Frontier advises that although the account most likely was put on vacation mode in error, the customer still had working internet service the entire time, including the majority of the month of June 2017. Frontier also advises that the problem that Ms*** had experienced with the internet was due to a technical issue unrelated to the vacation modeThe problem with the internet service was reported to Frontier on June 24, and repaired on July 5, 2017.Frontier spoke with Ms*** on July 6, 2017, and confirmed that a technician came out on July 5, 2017, was able to repair the internet service, and that the service is currently working 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 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

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 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 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

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,
*** ***

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:
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 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