Frontier Communications Corp.

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On 10-1-Frontier left a detailed voicemail for the customer and advised that the $balance has been cleared and the account now has a zero balanceAdvised the negative reporting will be removed from his credit reportedApologized for the issue and advised to call with any questions

Tell us why here
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that: *** is disputing his Non-Sufficient Check for $that Frontier had cashed on March 10, This had caused ***’s Internet and Telephone service to be interrupted on March 28, *** is requesting credit for the Non-Sufficient Check Fee, late payment fee, and reconnect fee he has been billedFrontier has investigated the above statements and offers the following response: I have spo*** with *** today, March 31, and validated as of March 29, ***’s Internet and Telephone service have been reconnected and are working. I have issued a credit today, March 31, for the Non-Sufficient Check Fee, late payment fee, and reconnect fee *** has been billed. The credit amount totals $49.62. *** 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 attentionThe Complaint states that:*** *** advises that he is billed for services that were not provided and that he never hadFrontier has investigated the above statements and offers the following response:Prior to April 1, the account would have been provided by VerizonOn April 1, Frontier acquired Texas, California and FloridaThis includes active services and deactivated accountsRecords show the service address as *** *** *** *** ** *** In the complaint Mr*** advised that he moved out of the residence in September 2013.Records show the last payment received on the account was for $on March 2, 2016.Research shows the account was temporairly suspended for non payment on August 29, Records show service order *** completed October 14, permanently disconnecting the account for non payment effective August 29, 2016.Records show the billing address was the same as the service addressNo peices of mail were returned to FrontierAt this time the account has a balance of $580.24A Fraud packet was sent to Mr*** on February 18, 2017, with a return date of March 17, 2017.Records show Mr*** returned the Fraud packet incompleteIn order to process the Fraud packet Mr*** must provide proof of residency prior to September 2013, utility bills from February through August and the Fraud packet must be notarized.At this time no additional information was provided to warrant a change in Frontier's decisionWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: Consumer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, while this resolution is not satisfactory to me, it appears that I will have to be the one jumping through hoops to get what is owed to me, since they use a third party for refunds and wash their hands of it once final approval is processedMy original contract with verizon, only provided day wait on refunds, and I still believe that just because Frontier bought them out, that they can't automatically apply their own 'policies' without notifying customers and giving them the option of accepting or rejecting (cancelling service) those policies.
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 has a billing dispute with Frontier. Frontier has reviewed the above statements and
offers the following response: Frontier advises that Mr*** spoke with a Frontier agent on May 10, and changed his service to Internet only for the next two years.Frontier advises on May 5, an adjustment of $was applied on Mr***’s Frontier account to correct the billing issuesFrontier spoke with Mr*** on May 19, and he confirmed that he did not have additional concerns on his accountWe 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*** states he tried to cancel his service but was told that he would have to pay an early termination fee for a $
Visa card promotion he accepted.• Mr*** states he never received a $gift card from Frontier. • Mr*** states he has tried unsuccessfully for the past months to gain access to the Frontier e-mail account or Frontier online billing.• Mr*** states he has incurred late fees due to his inability to access his account via the Internet.Frontier has investigated the above statements and offers the following response:• Account review shows Mr*** agreed to a $visa gift card offer that had a year contract beginning 1/5/16-1/4/with a prorated early termination fee • Account review shows a letter was sent to Mr*** in January for fulfillment of the gift card however the unit number was not on the fulfilment letter and the gift card went unclaimed Frontier sent Mr*** a new fulfillment letter and the card was confirmed redeemed on 12/2/16. • Account review show Mr*** spoke to a Frontier agent on 11/30/that assisted in setting up his user id and password to access his online billing account and was referred to technical support regarding accessing his Frontier e-mail • Frontier has provided Mr*** with paper billing statements monthlyFrontier offers alternate methods of payment other than through the online billing portal. 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.Sincerely,Frontier Executive Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.The response from Frontier is not satisfactory, especially since they acknowledge improper business practices on their end.However, I cannot oversee Frontier and their business practices. Thus, I am accepting their response - but in no way find it agreeable or satisfactory
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier has applied adjustments to Mr*** accounts in the amount of $When discontinuing Frontier service policy states, it can take approximately days for the account to cycle out of the
billing systemThis allows any charges/credits to be applied to the account such as long distance calls, Pay Per View, etcMr*** disconnected Frontier service effective May 31, and at this time the balance is in the amount of $ We regret any inconvenience that Mr*** may have experienced as a result of the above matter

Thank you for referring the complaint of *** D *** to our office for reviewWe appreciate *** D *** bringing this matter to our attention The Complaint states that: Customer has had no video services for the months of April-June and wants credit for time out of
serviceCustomer also states that bill increased Frontier has investigated the above statements and offers the following response: On 05/14/Mr*** reported not having any video on demand services and his DVR set top box had locked up and he could not watch his recordingsMr*** was informed that video on demand content were still being loaded and he was not being charged for the content. A new HD DVR was dropped shipped on 05/24/and delivered on 05/26/2016. Mr*** called in to tech support to activate the box on 06/06/16. In addition he was given the following credits that appear on the 08/09/bill, $for two months of DVR services, $courtesy credit for time out of service (days).Mr*** failed to pay his 06/02/bill, which caused the balance to carry over to the 07/02/bill doubling the payments. No addition changes have been made to his accountThe customer has been provided with my direct contact information for future references We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** D *** has experienced as a result of the above matter

Frontier CommunicationsThank 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*** *** states that he would not have changed Internet Service Providers if
he knew that he would be charged to the end of The Bill Cycle date.Frontier has investigated the above statements and offers the
following response:Frontier advises that original notification was included with all customer’s bill advising them of the updated Frontier Internet TOS and also posted at ***By using or paying for Frontier Internet services, you are agreeing to the updated Frontier Internet TOSWe trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr*** *** has experienced because of the above
matter.Frontier
Specialist: Bridget G*** Department: Executive
Relations

Thank you for referring the complaint of *** A*** to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Ms*** advises that she should not be billed for service even though she wanted to end the service earlierShe
also states a Frontier Representative advised the early termination fee would be $Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycle. Ms*** can always stop the disconnect if she changes her mind.Ms*** was enrolled in a 24-month commitment that was scheduled to expire on 4/5/An early termination fee is billed when service is cancelled prior to the expiration of the contract term. 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 Mr*** *** to our office for reviewWe appreciate bringing this matter to our attention The Complaint states that: Mr*** is disputing a bill for service with Frontier Frontier has investigated the above statements and
offers the following response: Frontier reviewed Mr***’s account and advises that, the account shows a zero balance.Frontier attempted to reach Mr.*** to advise of the above but was unsuccessfulFrontier left a message and sent an email with direct contact 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** states issued with Hot spot, speeds and pricingFrontier has investigated the above statements and offers the following response: Frontier submitted as a courtesy a credit of $on May 1, which covers months of the hotspot charges at $ each monthThis will appear on the next billing statement in May Frontier advises Ms*** account has been re-bundled to $ for phone and internet plus tax, surcharges and fees for months thru April not a contractThis price will appear on the May billingThere was also a credit submitted on April for $ towards the April billing.Frontier advises the two credits noted above ( $& $20.97) are separate credits that will appear on the May billing 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 Mr*** bringing this matter to our attention. The Complaint states that:Mr*** states that he has been for services that he did not receiveFrontier has investigated the above
statements and offers the following response:Frontier advises that an adjustment in the amount of $was applied to the accountFrontier advises that the account is closed and there is no balance due.Frontier has made several attempts to contact Mr*** regarding this issue but has been unsuccessful in speaking with him.Frontier has mailed Mr*** 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 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: Charged for installation fees for taking over Mother’s account Frontier has investigated the above
statements and offers the following response: Frontier Communications advises that $in credit was issued on 8/29/for billing overagesOn 9/1/a $was placed for the late fee that accrued on the September billingOn 9/20/$was credited on the account for the installation charge that was billed out improperlyCurrently Mr*** has a balance on the account of -$ 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 matterTell us why here

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. THEY HAD OFFERED ME NOTHING FOR THE MISSED TWO APPOINTMENTS, LIED TO ME ON THE PHONE THAT THEY WOULD SHOW UP, CLAIMED RESPONSIBILITY THAT THEY NEEDED A SPLITTER AND WAS TO INSTALL IT ON THE 3RD AND NEVER SHOWED UP. THEY TOLD THE Revdex.com THAT THEY WOULD BE HERE ON THE THIRD AND NEVER SHOWED UP.......MY ASKING OF 1000$ GOES TO 3000$ FRONTIER NEEDS TO STOP LYING TO PEOPLE OR THEY WILL FIND THEIR *** IN OAKLAND COUNTY CIRCUIT COURT UNRESOLVED!!!!!!!!!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find your statements inaccurate I was contacted by a Frontier representative, Beatrice, on AUG who indicated that an unused phone line was created in my name but never disconnected She indicated that the phone line is the source of the improper billing She also indicated that she would investigate the matter further and contact me in "a few days" to let me know what can be done No indication of resolution nor my consent was given during our conversation If FRONTIER is willing to remove the erroneous charges and any penalties for nonpayment, then I would accept the terms and consider the matter settled
Regards,
*** ***

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our
attention The Complaint states that: Mr*** advises that he set up a new line and during installation Frontier cancelled one of his three lines in error. Once the line was reactivated, the bill was being sent to an incorrect address. Mr*** advises due to this error he experienced time out of service for several weeksFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on November 2, and verified the service is working correctly and the bills are being sent to the correct address. Frontier applied a $out of service credit. Good Faith monthly credits were offered to Mr*** due to this error and the offers were declined. Frontier offered our apologies for this experience, however, Mr*** is not satisfied with our 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: Mr*** states that her rate with Frontier is not correct and he would like the rate honoredFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that Ms*** was contacted and assisted with her Frontier bundle rate.Frontier called to acknowledge that we have received the Revdex.com complaint and provided our contact number 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