Frontier Communications Corp.

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

Purchased Internet with the speeds of 100/100. The company cannot support this service and downgraded my serviceCharged an installation fee and now receiving collection noticesSpoke with Frontier and was told not to pay and no penalties will apply Frontier has investigated the
above statements and offers the following response: Frontier reviewed the account and found that the FiOS Internet was upgraded to the 100M/100M in January 2016. The customer experienced trouble and Frontier determined that those speeds are not available and needed to be downgraded to 50M/50M. This occurred in May 2016. The customer has been given credit for the service issues, and for late fees.Frontier issued credit for the shipping and handling fee, $and for the installation fee of $Frontier has also issued an additional credit for the difference in costs of the FiOS Internet 100m $versus the FiOS Internet 50M $64.99. This credit amount is $and will reflect in one to two bill cycles.In short, Frontier has issued a total of $in credits since May through current, to cover the service issues, late fees, install fees and price difference in service.Frontier’s attempts were unsuccessful; we were successful in leaving voicemails that included our contact information.Frontier apologizes for any inconvenience this may have caused the customer

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 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

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:Mr*** was not happy with the
time frame of the refund. Frontier has
investigated the above statements
and offers the following response:Frontier investigated the account and shows the refund has been issued in full to Mr*** in the amount of $154.63.Frontier’s refund policy is to issue a prepaid Visa card days from closing statement date.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 attempted to reach Mr*** to discuss the complaint however the when calling the customer’s number Frontier was advised this is the wrong telephone numberWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience the customer has experienced as a result of the
above matter.Frontier Specialist: Ben
M*** Department: Customer
Relations

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

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,
*** ***

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,
*** *** I find Richard, escalation representative of Frontier to have not read my complaint thoroughlyInitial call he attempted to address $RC only, therefore I had to repeat my issues with FrontierRichard seem to understand and claimed to review the account He called hours later claiming the confusion was an offer for products (TV, Internet & Phone) and had (Internet & Phone)When I relayed ALL calls to Richard; Amber (sales agent) never offered bundle of products, 2nd agent viewed offer for products as well as Kaylee (escalation manager) and agreed the offer was for Internet and Phone but was unable to add additional promoRichard claims, he found no notes offering $and wasn't present on either call to confirm (but Richard was able to find offer was for products)Richards finds an adjustment was issued by Kaylee for $to honor off for year but her calculations were off, therefore issuing an additional $credit; Richard would question Kaylee regarding adjustment amount I attempted to covey that Kaylee credit of $was to honor $for 1st month ONLY and remainder was the treatment by Tim agent who passed the call, aside from that the offer was for months Richard denies offer was made, never acknowledged my wait time, pretty much called me Liar indirectly and I STILL DO NOT HAVE the reward card and if I do not receive it by May to call him back I find Richard to be condescending and unwilling to read or listen to my concerns; I should NEVER be told to call back, Frontier should be calling me Amber, Kaylee and Rodney were pleasant and professional at all times, I know the notes are there and Amber meant no ill intent (promotion may have been removed..I get it) BUT Tim and Richard was of no help and I find them to be dishonest; agents see the note agent documented and the other don't (odd)Let's be clear; I am an employee of a Company that provides TV service in my area therefore I would only pay $monthly for DTVAmber was aware of this so.....TV was NEVER discussed and Richard was the 1st to make this discovery (wow)I work in The Office of the President for AT&T for years and with the company for years; in my world if it's documented ITS HONORED It's truly sad how "some" businesses take advantage of their consumers because they may be the leading internet provider in that area; when I told Richard I was going to look for another provider and BLAST Frontier on Social Media, he did not care, he never offered an apology or compassion (too bad to sad Consumer) Thank Revdex.com for taking the time to review and attempt to address my concerns; I have since removed the Voice because I never needed it, I took it because of the double pack offer If Frontier wishes to respond, I ask that Richard DOES NOT call; not sure I would be kind which is not my style.Respectfully, *** *** *** *** ###-###-####

Frontier has investigated the above statements and offers the following response: Ms***’ Frontier phone and Internet service has been at the same price since 2013.The February 19, did have an increase for the Dish Network chargesIn order to get a lower rate for the television Ms
*** would have to contact Dish Network. Internet speeds are based on multiple variables including limitations of the computer, time of day, distance from the central office, etc.Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Ms***’ location is over 18,feet from the nearest Frontier facilities. Frontier is providing the fastest Internet speed that it can provide at this location at this time. A Frontier technician was dispatched and performed a speed test from Ms*** network interface device. The speed tested at that time was K / k. Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms***’ area at this time Frontier had applied an adjustment to the account in the amount of $A Frontier consultant has been in direct contact with Ms*** and removed the phone serviceThe monthly reoccurring charge for Internet and Inside Wired Maintenance will be $before taxes, surcharges and Dish. We regret any inconvenience that Ms*** may have 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*** *** was quoted a lower rate for his FiOS internet service and free installation that he was charged forFrontier has investigated the above statements and offers the following response: Frontier advises service order *** completed September 19, disconnecting the service at the request of Mr***Frontier has issued credits for the installation fees and billing rate errors as follows: $posted on August 1, statement, $posted on September 1, statement, $posted on October 1, statement and $will post on on November 1, statementFrontier spoke with Mr*** on October 7, and confirmed credit for duplicate charges and associated late fees. .At this time all warranted credits have been applied. No additional information was provided to warrant a change in Frontier’s decisionWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** *** has experienced due to the above matter Frontier Specialist: Amy B*** ** *** ** *** *** Department: Executive Relations Telephone Number: 1/###-###-#### Ext.1113138 Fax 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
Frontier did not provide ANY proof I had a contract/agreement with them in their response to Revdex.comThey only repeated what I am complaining about.I need proof that a Frontier representative discussed terms of service with me in April, resulting in a contractual agreement with FrontierFrontier thinks their PSA announcement was their notification to me that they're now providing service to Verizon customersThe consumer needs to know about company takeovers so the consumer can make THEIR OWN DECISION as to stay with the new company or not; the company (Frontier) does not make that decision for the consumer! When Chase took over Washington Mutual Bank, I switched to Bank of America because I did not like what Chase had to offerTo Frontier: Do you understand the concept now? Washington Mutual and Chase both let me know the changeover was going to happen IN ADVANCEI (the consumer) then made my decision as to whether or not I wanted to stay with the takeover bank (Chase).Producing bills is/was mootWhat is needed is ANYTHING that states I agreed Frontier to provide internet service to me.Verizon/Frontier shut off my service on Oct 3rdI still have not wasted any of my time to look at any of Frontier's paperwork/bills, but they must be charging me approximately $100/month for service! Not sure what speed it was, as I never had a contract/agreement with Frontier reflecting terms of service.I began service with Spectrum on October 4th for $39.95/month with mbps (not sure what speed Verizon/Frontier was, but this is twice as fast and more than half the cost)Obviously this changes what I initially requested in my complaint, as I said I would consider staying with Frontier after I had an opportunity to discuss terms of service.As additional proof that Frontier does not have their "ducks in a row" with respect to their "customers," yesterday I received an email addressed to a *** *** to pay $by November 9thI have attached a screen shot of this email from yesterday.LEGALLY, Frontier does not have a leg to stand on, unless they can provide proof I wanted them to provide me with Internet service, what speed our "pre-agreed" service would be, and what my monthly bill would beBecause of this, the same day I filed this complaint with Revdex.com I also filed a complaint with the California Attorney General
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that, although this resolution is not satisfactory to me, I feel I have no other options
Regards,
*** ***

As Frontier is currently attempting to collect on a bill that was confirmed paid in full, I would like to have Revdex.com call and have frontier cancel any charges that they are attempting to add to my accountI just got the amounts officially added to my online account within the last days

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: Mr*** states that in March he sold his home and placed his Frontier service on temporary suspensionMr
*** states that he received a June billing statement with a $balance including an Early Termination fee.Mr*** states that Frontier terminated his Frontier account without discussing it with him.Mr*** states that he would like to have the Early Termination fee and any charges that occurred after March removed Frontier has investigated the above statements and offers the following response: Frontier reviewed Mr***’s Frontier account and found that the new owner of his previous address sent in paperwork proving the ownershipThis gave Frontier permission to cancel Mr***’s Frontier account without speaking with him.Frontier removed the Early Termination fee and processed a courtesy credit of $99.91.Mr***’s Frontier account no longer has a balance.Frontier spoke with Mr*** on September 6, and advised the above.Mr*** is satisfiedWe 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: Mr*** states that he was offered $per month however he received a bill for $Mr*** would like what he was offered honoredFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the rate is $per month plus taxes and fees.Frontier called and spoke with Mr*** and reviewed his caseFrontier was able to make an offer to Mr*** to retain his businessWe 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 satisfactory to me.
Regards,
*** *** ***

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the active promotion for the internet was removed in errorFrontier made corrections to the account by reactivating the promotion for the internet.Frontier provided a
credit adjustment for the months Ms*** should have received the discounted pricingFrontier provided an adjustment for the shipping and handling charge.Frontier spoke with Ms*** in regards to the aboveMs*** presented no further questions 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*** is disputing bill for unreturned equipmentFrontier has investigated the above statements
and offers the following response: Frontier states we have confirmed receipt of the equipment and the credit will appear on the next bill cycle of February 16, 2018.Frontier spoke with Ms*** on January 29, 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

Thank you for
referring the complaint of *** *** to our office for reviewWe appreciate
your bringing this matter to our attentionWe apologize for
the customer’s recent experience while attempting to address their service and
billing concerns. A review of the
customer’s account
determined the customer contacted our office on May 3, May
4, to report issues related to their data service. The customer was unable to browseInternal
troubleshooting was performed and the customer was advised to reset the modem
to maximize speedOn July 5, 2016,
the customer spoke to a representative who determined the customer’s order was
not issued properly. The representative
re-bundled the customer to correct the bundle rate. The order was backdated to the original order
date to allow credits to post accordingly.The customer was
issued credit in the amount of $in May and $in July for related
billing issues. As of August 15,
the account balance is $227.65.Sincerely,Amara H.Frontier
Customer Relations Specialist/GM Specialist