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 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.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 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

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 being the second time going through this I will require some kind of further discount or refund on services I will also require a contact be made to me before the next payments so that I can be assured that there are no problemsI require these things, because every time there is a problem the only way it is resolved is to report it to the Revdex.comThis will not be the case going forwardI also can not bring up any payment option or past bills on the frontier app/ websiteI will need the last years payment emailed to me so I can have them as a reference
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. My continuing concerns is that it is nearly impossible to get consistent and accurate information from Frontier. Resolving my initial inquiry should have taken one phone call, not of them. Frontier, like all cable providers, are monopolies that regularly do not treat their customers appropriately. They need to be broken apart to create more competition.
Regards,
*** ***

Customer Name: *** *** Phone: ***
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 requested the vacation service starting May and she did not receive it for the months of May, June and July Ms*** states that she has called Frontier several times and the issue did not get resolved. Ms*** request a credit in the amount of $to be applied to her credit card Frontier has investigated the above statements and offers the following response: Frontier investigated Ms***’s account and confirms that an order was placed on July 18, to add the Vacation service to her account. A credit in the amount of $and $have been submitted and applied her credit cardFrontier spoke with Ms*** on August 18, to advise the two credits have been sent to her credit card 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that Frontier was supposed to install Frontier service for him in August and
cancelled his order.Mr*** further states that he paid a deposit for Frontier services and it has not been refundedFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s claim and found an order was placed for service in August The order was cancelled as the type of service Mr*** ordered was not available at his locationFrontier advises that an error was made and the refund had not been issuedFrontier has since processed a request to have the deposit refunded to Mr***Frontier spoke with Mr*** on November 18, regarding the deposit refund and he is satisfied with the resolutionWe 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

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 Ms*** bringing
this matter to our attention The Complaint states that: Ms*** has been charged for a modem that she returned to the ***, Tennessee store Frontier has investigated the above statements and offers the following response: Frontier billed Ms*** for a modem on her December 10, statement.Frontier has issued credit for the modem in the amount of $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 you bringing this matter to our attention
The Complaint states that:
• It took several weeks to have internet services installed
Frontier has investigated the above statements and offers the
following response:
• Account information was not providedWhen searching by address, we have a different name on file
• When trying to call ***, we receive a recording advising voice mail is not set up; which prevents us from leaving a message
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** has experienced because 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*** advises she does not owe Frontier for service through March 22, 2018. As she requested the Frontier account to be closed on March 7, Frontier has investigated the above statements and offers the following response: Frontier advises that we bill a month in advance and full bill cycle would be dueFrontier bill on June read that we have updated the Terms of Service and by continuing to use the services the customer agrees to the new termsFrontier advises any disconnect within a cycle, that last bill cycle charges would be valid with no prorationThe customer will continue to receive bills for any balances due on the accountFrontier spoke with Mr*** on March 21, and reviewed the aboveNo specific account information was given as Ms*** was not able to verify the accountMs*** has direct contact information for contact with the pin number to receive account specific 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 matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** ***
bringing this matter to our attention The Complaint states that: *** *** has been trying to get Internet service for over a year. Neighbors just a mile down the road have Frontier Internet service Frontier has investigated the above statements and offers the following response: Frontier has made several attempts to contact *** *** regarding this issue and have been unsuccessfulFrontier has mailed *** *** a letter with direct contact information if he needs any additional assistanceWe 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: 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

Thank you for referring the rebuttal of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Rebuttal states that: Mr*** advises even though a Frontier technician came to his home to repair his internet service, the problem has not been corrected Mr*** advises that Frontier has informed him that he lives in what is known as a “high demand” area in which the network does not support the amount of internet users that need the service Frontier has investigated the above statements and offers the following response: Frontier advises that internet connectivity is based upon many factors, including network congestion, customer location, customer equipment, and Wifi network interferenceFrontier advises that repairs that were made to the outside wiring at Mr***’s residence on October 14, 2017, but the problems that the customer is still experiencing are a result of congestion and high internet traffic in his area. This can only be resolved by upgrading the network, and Frontier does not have an anticipated timeframe as to when any upgrades can be madeFrontier advises that it is continually working to improve its network and its customers’ experience. However, Frontier has no specific plans for upgrades in Mr***’s area at this timeFrontier made multiple attempts to contact Mr*** on October, 19, and on October 20, 2017, but has not yet received a response. 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that Frontier has stopped delivering *** stations about months ago, due to a
contract dispute with ***, and continues to charge him the same amount each monthMr*** advises that he has a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response: Frontier advises that they are continuing to negotiate with *** Media Group to reach a favorable agreement that will allow Frontier to add the *** network channels back to its channel lineup.Frontier contracts with various programmers to offer content to its TV service customers, and these contracts periodically expire or are terminated. Frontier negotiates in good faith to reach new agreements with program providers in order to offer its customers a rich TV experience and generally, these contracts are re-negotiated or extended with no change to or interruption of service. Sometimes, however, there are changes to channel line-ups and to the content of programming packages. Frontier advises that Mr*** had been getting a discount of $off the standard market price for his bundled services and although that discount is expiring at the end of March 2018, he will have a new discount that will provide him with a discount of $off the standard market price.Frontier spoke with Mr*** on March 16, and advised him of the above informationWe 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 you bringing this matter to our attention
The Complaint states that:
• The prices listed on the Frontier website is not being honored
• I was advised the price can only be backdated
but they will not honor the price going forward; this is advertising
• Per the customer provided online offer, $per month rate was for a double play including 75/FiOS Internet and FiOS Custom Essentials or Custom Sports TV
Frontier has investigated the above statements and offers the following response:
• The prices listed on the Frontier website are new customer offers and this account is an existing account
• The bundle was missing on the bill and a credit totaling $was issued on 7/12/to backdate for the missing bundle discounts on the June and July bills
• An additional credit was issued for the installation fee $124.97, late fee $and other taxes and surcharges on 7/25/Please allow 1-bill cycles for all credits to reflect on the billing statement
• A Frontier representative advised the customer on 7/28/the only service billed is FiOS Data at $
• I successfully reached Mrs*** 8/5/and she is satisfied with the resolution provided
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** experienced

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

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’s Fios internet was part of an
outageOn October 06, a representative from our Fiber Solutions Center spoke with Mr*** regarding his concernsDuring this contact, Mr*** acknowledged that the issue was resolvedCredit totaling $was issuedPlease allow 1-bill cycles for credit to post to the accountWe 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

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
I was PROMISED by Frontier when I made a verbal agreement on March 1, that the promotions would be applied to my next bill and that my bill would be between $170-$every month for the next yearThis was our agreement. However, this did not happenA few promotions were applied the next couple of months, but they were never what Frontier said it would beSince they did not fulfill their end of our agreement, I felt entitled to consider this contract null and void. Therefore, I should not have to pay any early termination feesSince I have been a customer for a long time and have always paid my bills on time, I should have some consideration because they are the ones who reneged on the contract. Since the first billing problem, there has not been one customer service representative consistently involved who could make a final decision
Regards,
*** ***