Frontier Communications Corp.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to meplease do not stop this complaint until they really remove the amount because they have told me months in a row that they are removing the $but when the next month comes they send me a bill for it againI want them to send me in writing a letter showing they removed it & I owe them nothing & will not owe them anything & I never did owe them anything because I do not want this to affect my credit worthiness anywhere because of this matterso far they are liars and I do not trust them.
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 reviewWe appreciate him bringing this matter to our attention The Complaint states that: Customer was charged technician fees in the amount of $total for a repair visitCustomer was also charged for
long distance charges for billing statement 6/10/in the amount of $ Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and found that an adjustment was made on the account in the amount of $that has been approved and applied to the accountA toll investigation has been submitted on the customer’s behalf to remove the long distance charges on the account that should be covered under the phone plan on the 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** *** advises Frontier billing is incorrectHe was told his bill would be approximately
$a monthHe has called several time to get the bill correct and it still isn’tMr*** advises he has discontinued service October 18, with Frontier and would like the bill adjusted and the $disconnection fee waived Frontier has investigated the above statements and offers the following response: Frontier apologizes for the incorrect billingThe bill will be adjusted after the Final Bill printsThe Final bill will automatically back date the charges to October 18, Frontier spoke to Mr*** and acknowledged we have received his complaint and the Final bill has not printed yetFrontier will Follon the account towards the end of November If an Early Termination fee is charged it will be removed and the balance will be correctMr*** has the name of the agent addressing his account, and their direct contact information for any further concernsWe 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

The Complaint states that: Mr*** advises he was billed a broadband processing feeMr*** advises that he was billed for a full month of service even though he wanted to end his service earlier Frontier has investigated the above statements and offers the following response: Frontier advises Mr*** requested to disconnect services on December 19, and charges are billed until the end of the bill cycle ending January 6, 2018. Frontier advises the terms of service can be found at ***.Frontier advises there is a fee of $when a customer discontinues broadband service.Frontier advises that Mr*** was billed (and thus incurred charges) through the end of his billing cycle. Mr*** was eligible to continue receiving Frontier services through the end of that billing cycle.Frontier advises that the Internet services were billed from December 7, through the end of the bill cycle on January 6, in the amount of $plus taxes $1.99. Frontier also advises the broadband disconnect fee of $was billed on the January 7, bill statement. The total billed is $less a payment of $received on February 1, for a balance left of $33.97. Frontier advises we have been unsuccessful in attempts to reach Mr*** via telephone or email. We have mailed a letter with our direct contact information

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*** has not received his set top box return kitHe states that he cancelled his service on September
22, and Frontier advised him that he would receive the return kit with in seven to business daysMr*** states that he should not have to call Frontier over and over again to request the return boxes Frontier has investigated the above statements and offers the following response: Frontier canceled Mr***’s account on September 23, The order Frontier processed on September 23, 2016, should have generated an order to ship out the return kit but it did notFrontier has ordered a return kit todayThe customer should expect the return kit within seven to business daysFrontier spoke to Mr*** today and advised him of this 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 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
My views appear below, thank youI informed Mr*** via test message on Thursday, January 25th, that I had family visiting from out of state and that we were going to the theme parks in Orlando, and I would get back to him when I had time to deal with thisI do not work for Mr***, and I am under no obligation to adhere to his timelineAll that I received were copies of bills. I know that they are reporting to the credit bureaus that I owe over $1,That remains the basis of my complaintThere is no record they ever received any type of payment from me, and yet they continued to allow the meter to run. They have a history in Florida of continuing to bill for services long after if is clear they’ve lost the customer and any responsible business would end billingI want the negative credit report removed 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
Again I'd like to thank Revdex.com for providing customers like myself a chance to rebut decisions made by businessThe following is my rebuttal against decision made by Frontier I received on April 10, 2018.--After so many investigations conducted by Frontier They still failed to investigate why their sales rep were so insufficiently trained that they didn't know although Frontier customers have the option to keep their email address for life, even if they cancel their internet service with Frontier but that policy may not apply with other providersTheir sales rep told me I could keep my old email address because the sales rep didn't know otherwise and certainly didn't have any ill intentionTraining of Frontier's sales rep is the responsibility of Frontier.--I switched to Frontier from my previous provider based on what Frontier's sales rep told me and there were two of them at that timeApparently the information I got was incorrectBut Frontier must still be responsible for the information I got from their sales rep correct or not.-- To make me pay for the incorrect information I got from their sales rep is completely unreasonable
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 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 *** *** 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

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
The agent said they would credit late fee and credit the service from November 1st, thru December 1st I do not believe the amount indicated is correct That late fee is 44.00? Also, who is Stephen Anderson?
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 did receive a phone call from Frontier 3-21-in regards to the issues I have had with Frontier. Information that was left out was our phone lines not one but plus the internet. The credit that they applied only covers a portion of our monthly bill. The internet alone costs that each month. They did not try to come to an agreement or work out an adjustment, they called and said this is all we will do. No consideration for the business we lost, no consideration for needing other companies temporarily adjust our services to accommodate Frontier non-working product. Frontier leaves out some major details that the first repair ticket for service was Jan6th 2017. They did not repair the service as they said they did. The Frontier rep the last time we spoke to them could not understand why the repair department kept completing the repair tickets in the computer system but it was not repaired. They also failed to state in their response how many times prior to the Jan stated repair date, (not repaired at location) that complaint tickets had been called in and service had changed the date and pushed back repair dates with no notice, no phone call, no communication to let us know that they would not be showing up to repair. Our fax line was down over a month, our line two was down over a month, our back up line was down for over a month. We had to have line two which was our rollover line forwarded to our personal phone by Verizon. We also had to use our Verizon internet hotspot to be able to fax and send invoices and receive runs. Frontier also did not repair the phone service when stated. The repair department closed out the repair ticket again in Feb and the phones were not repaired. Line was still out the fax line was still out and the back up line was still out. One of the service techs that finally showed up at the office stated that the lines were so old that he had found several breaks in the lines and that it would continue to happen. He could not promise how long service would work, with out replacing lines on the street. On Feb6th the service was still down and what Frontier does not state is they did not repair the service, we called in again and all they said they could do for us was put in another service ticket. We called Spectrum on Feb6th and switched service because Frontier could not provide the phone or internet service. We went over a month without our product. Why should we be billed for a product that they can not get to work. I spoke to Lori on 3-8-from Frontier in customer service and ask her if they could adjust or bill for services not received. Lori's reply was "Sorry I can't help you, you ported out your service so we can not give you any credit". We had not choice but to change service because Frontier could not fix the problem and could not provide a service that was operative
Regards,
*** ***

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

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,
*** ***

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 would just amend to say ...that my wife told them we would not be home either the or 27th and that the new date was the 3rd.
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 his set top box for his Frontier television service went out five days agoHe was advised that
Frontier would ship him the box in the mailFrontier advised him that it would take longer for a Frontier technician to bring it out to himMr*** would like credit for the days that his television is out due to not having the new set top box Frontier has investigated the above statements and offers the following response: Frontier reports that that we received a call from Mr*** on December 23, stating that his television was not workingFrontier shipped a new set top box to Mr*** that dayFrontier spoke to Mr*** today and he states that he received the set top box on December 28, He was not happy that it took that long to receive the set top box in the mail and that it took minutes for a technician over the phone to get it activatedMr*** states that the television is working to his satisfactionFrontier has issued a onetime credit of $for the seven days that he did not have working television serviceMr*** is aware of the credit 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

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 $a month with no setup and no equipment charges. I had the service for days total. I was billed for phone service I never had, issuing credits for this is not a favor. Issuing credits for connection and equipment charges is not being nice, I was never supposed to be charged to begin with. Charging me late payment fees when I still have yet to receive a proper bill is also unacceptable. Even if I do the math, $for days comes out to $I understand taxes would be extra, but that is still nowhere near the $they are trying to get for inferior products and some of the worst service I have ever had. As previously mentioned, I finally paid the $because that was what I was told to pay after my second time calling in. I will pay the difference between that and the $if it closes the matter. It was my mistake to not get everything down in writing, however, I am sure Frontier has all of these phone calls recorded. Even the last one where I tried to resolve this and was transferred and disconnected different times.
Regards,
*** ***

*** ***Revdex.com Rebuttal ***Thank you for referring the rebuttal from *** ***. We appreciate you bringing this to our
attention.As we previously stated: Our records indicate that the customer’s account was
disconnected on August 15, 2016. We have
requested that the refund
check of $be mailed to the customer’s mailing
address on file. Frontier Communications sent a request dated December 21,
to the credit reporting agencies to delete this account from his credit
report via AUD#***We requested that a copy of that deletion be mailed
and emailed to the customer for his records.We spoke to the customer on February 17, and reviewed
the above information with him. The
customer is satisfied. He has my contact
information in the event he has any further issues.If the customer has any issues with the removal of his
account from the credit reporting agencies or not receiving his refund check,
he can call me directly so that I can address any further concerns.Our response remains the same. Again, we apologize for any inconvenience the
customer may have experienced. Frontier Executive Relations

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