Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** is residing in an area that crosses wire centers and the number requested (***) is not portable to the area using a landline/cable provider.Ms*** would be able to port the number to a cell phone provider, as wire centers are not used for cell service.Frontier would need to activate Ms***’s service by setting up a remote call forwarding, until Ms*** could Port the number to a cell providerIt is required for a number to be active for it to be taken to another carrierRemote call forwarding has a monthly cost and long-distance charges associated with a service that is being forwarded outside the designated exchange areaFrontier has contacted Ms***, explained the above information, and provided direct contact information.Ms*** stated that she would contact Frontier back regarding number activation. We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** and *** *** 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*** closed an account with Frontier and was due a refund of $Mr*** indicated we refused to refund his
overpayment.Frontier has investigated the above statements and offers the following response: Frontier located Mr***’s closed account with the overpayment of $The account closed February 29th Frontier’s process for a refund is typically within days from when an account is closedWe have spoken with Mr*** on April 29th and advised him we have issued the refund check of $Mr*** will receive his check in 7-business daysWe 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 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,
*** ***

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 has investigated the complaint and offers the following response: Frontier issued Mr*** credit for all the items mentionedEarly termination fee, and late fee, and Installation feeA Frontier representative reviewed these actions with Mr***

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*** advises that she has been billed incorrectly for her Frontier servicesMs*** advised that because of the incorrect billing, she has been billed late fees Frontier has investigated the above statements and offers the following response: Frontier advises that there was a $increase to Ms***’s television service beginning on her February statement which caused the February statement to be $Frontier advises that Ms*** had an automatic payment made in the amount of $136.55, leaving a past due balance of $Frontier advises that this caused Ms*** to be billed a late fee on her March statementFrontier advises that Ms*** continued to pay less than the balance due on her statements which caused the past due balance to carry over and increase each month, and also continued to bill late fees.Frontier advises reviewed Ms***’s statements from February to December and advises that the monthly fees billed correctly each month for the services she requestedFrontier advises that there were valid price increases for some of the services that Ms*** subscribed to as they were not on a promotion or a price guaranteeFrontier advise that Ms*** was billed late fees each month; however, as a courtesy, Frontier has issued adjustments for all the late fees totaling in the amount of $Frontier advises that Ms***’s services were terminated on December 11, per her request.Frontier advises that Ms*** has a final balance due of $Frontier advises that several attempts were made to contact Ms*** to discuss this issue further but was unsuccessful speaking to her.Frontier has mailed Ms*** a letter on January 12, with direct contact information if she needs any further assistance 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 bringing this matter to our attentionThe Complaint states that: *** *** advises the Internet speed being received is not what is being billed by Frontier*** *** advises contact has been made with Frontier on several occasions to request repair.Frontier has investigated the above statements and offers the following response: Frontier verified *** *** has a bonded line with ports, and one of the ports is not working properlyA technician was sent out and the bonded line was corrected to a single M portFrontier called *** *** on 2/10/and verified the internet service is now working properlyFrontier has issued all necessary service creditsWe 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 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

I would like my bill adjusted down to the $I was told it would be and all other charges removed

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,
*** ***

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*** is experiencing slow Internet speedMs*** is requesting a refund for four months of service and for Internet speed to be brought up to what it should beFrontier has investigated the above statements and offers the following response: Frontier has issued a credit of $one-month credit for InternetFrontier has made several attempts to reach Ms*** to set up an appointment for a technician to come out and trouble shoot the issues she is experiencing. Unfortunately, our attempts have been unsuccessful.Frontier has mailed a letter with a direct point of contact should Ms*** need further 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Although Frontier has, by far, the worst customer service in my 30+ years of subscribing to cable services, this resolution is satisfactory to meGood luck staying in business Frontier.
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: Mr*** states price increased after months on bundle planMr*** states being back billed for HBO,
and would need to pay $to disconnectFrontier has investigated the above statements and offers the following response: Frontier advises Mr*** has a month promotion started July with an additional discount for the first months to make the bundle (TV, phone, internet) $ 60.00, DVR and router, Free HBO mths and second TV box for $ 11.00= $ plus tax and fees after first months the additional discount would expireIn January bundle increased to $ 90.00, DVR $ 7.50, router $and second TV box $ to $ plus tax and fees for the remainder of the months.Frontier advises a credit was applied in the amount for $ for HBO charges on the February billThe promotion also included no early termination feeFrontier spoke with Mr*** on February 22, 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

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:
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,
*** ***

*** ***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

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.For frontier to state that the initial quote was before equipment, taxes, and surcharges or that this was an isolated error is wrongThe equipment was not in the subsequent quote because they said additional set top boxes were not requiredFrontier is not admitting to anything and that's wrong I spoke to Joseph from Frontier and he stated that the recorded phone calls of the offers given to me were reviewedHe confirmed that this was the amount I was quoted as wellSo it was not that the offer didn't include the equipment, they in fact stated that additional Boxes were not required for every TV since we have smart TV'sI know I have to pay taxes and surcharges so for them to say that is an insult. Joseph has offered to correct the billing and give me most of what I was offered in the recordingAs a courtesy since I was given wrong information and misquotedSo why is that not stated here? He stated that on the next bill the set top boxes will not be on there and the billing will reflect the amount I was quoted until 5/15/He also stated I should receive the Amazon gift card for $at the end of this month My account balance is currently zero but only after I paid more than I was quoted and after they credited the rest on the accountThis is how it's been for monthsI always have to call and then wait for them to issue a creditPhone calls after phone callsSo lets hope my new bill will finally be correct when its generated this monthWill keep you postedThank You He refused to give me anything in writingSo Im left at their mercy againI will inform Revdex.com if the billing is correct once it's generated and if I receive the $gift card at the end of this monthI appreciate the Revdex.com assisting meFor months I wasn't getting anywhere with Frontiers CS and their supervisors I also requested that they remove the inquiries made to the credit bureau in errorSince it should only be one and that dropped my scoreHe stated he would put that request in, and that it should be reflected in the next days 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

Frontier
Communications Thank
you for referring the complaint of *** *** to our office for reviewWe
appreciate you bringing this matter to our attentionThe
Complaint states that: Mr*** advises he his having billing concernsFrontier
has investigated the above statements and offers the
following response: Frontier records indicate Mr*** cancelled Frontier service effective March 24, 2017.Frontier has made multiple attempts to reach Mr*** but was unsuccessfulThere has been no return calls as a result of our attemptsWe
trust that this information will assist you in closing this complaintWe
apologize for any inconvenience the customer has experienced as a result of the
above matterFrontier
Specialist: Stacie B*** Customer Relations

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 it has taken four requests and over a month to have new phone line ran to his home after the line was cut during construction Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on October 20, and apologized for this experience. Mr*** confirmed that the new line was run to the home on October 19, 2016. Frontier has agreed to apply a credit of $to the account for the missed commitment, service order charges and one month of service outage for the telephone. Mr*** has our direct contact information should he have any further questions or concerns