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: *** *** states that he has had issues with being billed by a different long distance carrier that Mr*** did
not authorize to be his long distance carrier Frontier has investigated the above statements and offers the following response: Frontier advises that Frontier has identified the errors with Mr***’s account Frontier it has made the appropriate adjustments to Mr***’s account.Frontier has reached out to advise of adjustment to the account via voicemail and email.Frontier has made several attempts to reach *** *** ; however, Frontier has been unsuccessful in speaking with him.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 him for bringing this matter to our attention The Complaint states that: Mr*** was quoted a price for his services but when he received his bill it was not the quoted priceHe called Frontier and then was told another price for the same services and after a complaint was filed a price after taxes was agreed, but is still not receiving a bill for the correct amount Frontier has investigated the above statements and offers the following response: Frontier has spoken to Mr*** and issued credit for the difference he was billed over the agreed priceFrontier has offered to follow up each month after the bill is out to credit any charges above the agreed price if necessaryMr*** request’s his services be disconnectedFrontier has issued the request to disconnect his services on the specified date, he has been advised of the equipment return process and final billing process 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she was billed for home phone and internet services by Frontier, but no service
was ever installed. Ms*** advises that her balance needs to be zeroed outFrontier has investigated the above statements and offers the following response: Frontier advises that Ms*** should not have been billed anything since no service was renderedFrontier advises that the entire account balance has been credited, and it shows a balance of zero on the statement dated January 3, 2018.Frontier spoke with Ms*** on January 4, and advised her of the above statements. 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
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*** has concerns with Frontier’s installation date for *** ***’s serviceFrontier has
investigated the above statements
and offers the following response:Frontier records indicate the customer has an order scheduled for installation but due to deposit issued the original installation date was missedFrontier records indicate the issue was resolved and the installation date is August 7, 2017.Frontier spoke with Mr*** and offered option to expedite due date for service installationMr*** declined and elected to keep the current due date expressing he has no other concernsWe 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: Mark S*** Department: Customer Relations

Utility’s Response: Company has investigated and found that the
order placed was for phone service only and did not include any promotional
codes for Amazon Prime. As indicated on
all advertisements the requirement for the Amazon Prime promotion ($value)
requires a new internet
subscription. The Amazon Prime Subscription is an automated fulfillment process in
which once the internet code and installation completes the customer is auto
sent the subscription codeCompany has no way to assign a subscription code to
a voice only sale. The call in question
was reviewed and customer had already placed an order prior to speaking with
the representative that she asked about the Amazon Prime offer. The customer was calling to see why the
service was not installed the day before. When the representative searched by the information provided she found
an order but it was under a different name. That order already had the Amazon Prime offer on it so customer was
advised it was already on there. The
previous order for Ms*** had a phone number on it that had already been
assigned to someone else which is why this is why a new order had to be written
with a different number. Unfortunately,
when the representative advised Amazon Prime was already on the order she was
referring to the first order she had found. That was not her phone only order but an order that had been placed for
someone else with the original phone number that had been assigned to her first
order. Company regrets that the
representative failed to address the Amazon Prime promotion with customer once
she realized the first order she checked was the incorrect order. However, there is no way to add that
promotion to a phone only account. Since
the Amazon Prime offer is a $value, Company has applied a $credit to the
account as well as a $courtesy credit. Company regrets any inconvenience Ms*** has experienced as a
result of this issue

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 he would like credit when out of serviceFrontier has investigated the above statements and
offers the following response: Frontier spoke to Mr*** on March 5, and explained that Frontier has issued out of service credit based on Frontier Trouble Ticket reported.Frontier explained all appropriate credits were issuedWe 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 Ms*** *** to our
office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Ms*** states her monthly rate has increased $per month without explanationWhen the customer attempts to discuss her billing concerns she experiences extensive hold timesFrontier has investigated the above statement and offers the following
response:Records confirm prior to the transition to Frontier, Ms*** subscribed to the Fios Digital Voice (FDV) Triple Bundle for $per month with a commitmentThis price excludes taxes, fees and charges for any products outside the bundle such as set-top box rentals, video-on-demand, and premium channelsOn July 11, Ms*** downgraded her account to the Fios Double Play by removing the voice portion of the bundle and upgrading the video portion of the bundleThe new bundle rate is $per month and is a month to month service; which would explain the rate difference.The representative made a notation on the account regarding the bundle rate changeNotes confirm Ms*** has called the business office to discuss the rate and courtesy adjustments have been applied in the pastA change in services would be required if Ms*** wishes to alter the rate each monthA representative spoke with Ms*** to discuss the above
informationMs*** stated the representative who processed the change in
July never advised her of the new bundle rateThe customer expressed her
dissatisfaction with the explanationNo changes were made to the accountWe trust this information will assist you in closing this complaintFrontier
apologizes for any inconvenience the customer has experienced as a result of
this matterThank you,Edna CExecutive Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** is disputing his bill for services from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account an adjustment has been made to correct the cost of service.Frontier advises follow up have been created to ensure the account being billed correctlyFrontier advises on March 26, Frontier spoke with *** *** and advised him of the above mentioned.Frontier advises *** *** has a direct point of contact to Frontier for any further assistance with this issueWe 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

Hi,The issue has been resolved. The November billing shows credits on Ms***'s account totaling $172.51. No payment were made in September and October so the new balance is for those months. I have called and left a detailed message for Ms*** with my direct contact number for her to reach me if she has questions.Thank You Serena J***

Tell us why hereCustomer Name: *** *** Phone:
###-###-#### Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention.The Complaint states that:I am the daughter of *** *** and since he has moved I am taking care of his billsI received the final bill for his phone and it has a $charge for a service that Frontier can only explain as a term fee that was not metI can get no verification from them for any term and I see no difference in the billing for the last yearsAll I asked for was a verification of the agreement and was only told that is was at installation, with that being said this phone has not changed in over years nor have the bills reflected any change.Frontier has investigated the above statements and offers the following response:Frontier contacted Ms*** on May 16, and advised the promotion on her dad’s account auto renewed several times. We had the early termination fee reversed and nothing is owed on this account. Ms*** was happy with the resolution.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

Frontier CommunicationsThank you for referring the complaint of Ms*** ***
to our office for reviewWe appreciate Ms*** bringing this matter to our attention.The Complaint states that:Since the
transition to Frontier, her service decreased.She states she
would like the early
termination removed due to contract opened with Verizon
and not FrontierFrontier has investigated the above statements and offers the
following response:Frontier advises that an early termination fee is billable when service is cancelled prior to the expiration of a contract termWe find that no charges for the early termination have been billed.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: Bridget G*** Department:
Executive Relations

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
There was never an option for ultraviolet ever sent to my email or by mailThe only emails I received stated all purchased movies will be transferred to frontier and we will be able to access them at anytime including when service was disconnected we were defrauded by frontier and are looking for immediate resolution and our money back
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** *** advises she was quoted $a month when she received he bill it was almost $Ms*** states
she spoken to multiple people and the problem still isn’t fixedMs*** advises, she would like her bill to be what she was quoted and her she would like a refund for the previous months. Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** *** was quoted $a month for her bundleThe additional service such as Set Top Boxes, DVR, and Premium Channels plus taxes are additional feesHowever, the first bill didn’t not update her promotionsFrontier Advises Ms*** first bill has been adjusted, and the amount due for October has been reducedFrontier bundle promotions have been updatedThe bill due in November has not printed yetThis bill will contain additional credits, and the promotions the account is eligible for.Frontier was unable to get hold of Ms*** but did send a Call Me Email to discuss matter further. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** was on a convenient auto renewal since This allowed the customer to secure a discounted rate for their services without contacting Frontier each yearSince Ms*** was
a Frontier customer since 2000, had an excellent payment history, and fulfilled her original obligation, Frontier has waived the early term fee and applicable fees 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

Frontier Communications Thank you for referring the complaint of *** *** to our office for review
We appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advised that he has been trying to reactivate his number for the past months to port to a different providerMr*** advised he has contacted Frontier countless times and no one can help him get his number reactivated Frontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has contacted Mr*** and advised that Frontier did disconnect services and that Frontier tried to reactivate but it couldn’t be done due to a service order error.Mr*** does not want to reactivate the number, and advised he would not be paying for services he did not receive. The Frontier representative did see a balance which has been credited to zeroMr*** is satisfied with this resolution 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 Frontier Specialist: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext2611 Fax Number: ###-###-####

Thank you for referring the complaint of to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** states that Frontier billed her for installation when her online order said there was no installation cost
Frontier has reviewed the above statements and offers the following response: Frontier spoke with Ms*** to advise that internet only orders have an installation fee of $Frontier advised that there was no promotion of free installation online.Frontier states that the email conformation did not spell out the installation fee therefore they offered a compromise credit which Ms*** accepted.Frontier advises that Ms*** satisfied with this resolution.Ms*** presented no further questions or concerns and has direct contact information for the future 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
review. We appreciate him bringing this
matter to our attention.In the complaint Mr*** expressed concern regarding renewing his
contract on August 16, 2016, with the understanding his monthly charge would be
much lower
without a contract. He is now
receiving a higher monthly recurring charge.Our records indicate prior to renewing his service, his Monthly
Recurring Charge (MRC) was approximately $165.49. The customer subscribed to the Frontier
Freedom Plan, FiOS Internet 25/25, HD Multi-Room DVR, FiOS Extreme HD and the
HD Set Top Box totaled $per month, less the discounts of $30.00; brought
the total to $141.97, plus taxes. Once the term expired, the customer continued with the same services
and the rate remained $171.97, less the $discount, brought the rate to
$161.97, plus taxes. The September statement
was $and this increase was due to international calls totaling
$12.79. As of September 19, 2016, the
customer’s account was credited $12.97, which should post to the billing
statement within 1-bill cycles.We sincerely apologize for the inconvenience this matter has causedIn
order to lower the MRC on the account, Mr*** can continue with the same
services without a term agreement. The
customer qualifies for an Every Day Low Pricing discounts of $and
$14.99. These discounts will further
reduce the MRC to $plus tax. The
taxes are approximately $22.14, which have him back at approximately
$164.12. This is an estimate, not an
actual quote, as taxes fluctuate.The discounts were added October 4, and will take 1-bill cycles
to post to the billing statement. Mr*** was provided the above information on October 4, 2016, via
email. We again apologize for the inconvenience this matter has caused. Should he wish to discuss this matter
further, I can be reached at ###-###-#### EXT ***Sincerely,Felicia T***Executive Customer RelationsFRONTIER
COMMUNICATIONS

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 Frontier charged him a late fee and a reconnection fee when he paid his bill late for being in the
Hospital.Mr*** says that his internet speed is not what he is paying for. Frontier has reviewed the above statements and offers the following response: Frontier has been unsuccessful in contacting Mr*** by telephone or email.Frontier states as a courtesy they issued credit for the late fee and reconnection fee.Frontier advises they do not see any calls to tech support for speed issues.Mr*** has direct contact information for the future 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 review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he was billed for services that were not rendered by Frontier. Mr
*** advises that Frontier needs to correct his credit report from the credit check that was done on September 30, Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** only owes for the first days of service along with the service connection charge and handling charge. All charges incurred after the first days of service have been creditedFrontier also advises that the deposit paid by the customer at the time that he ordered service was refundedFrontier advises that Mr***’s remaining balance is $ Frontier advises that a credit check is standard business procedure for a customer setting up an account for new service, regardless if an earlier credit check had been done from a previous order for service.Frontier spoke with Mr*** on April 2, and advised him of the above statementsWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have experienced as a result of the above matter

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*** called Frontier on June 1, to place a trouble ticket and was told a technician would not be able to go to
his home until June 6, 2016.Mr*** stated his wife works from home and needs the service. Frontier has investigated the above statements and offers the following response:Mr*** called Frontier on June 1, and placed a trouble ticket.Frontier had found a cable had been cut and his whole neighborhood was affected.Frontier was able to restore service to Mr***’s satisfactionFrontier has applied a credit in the amount of $to MrStefanko’s account. 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