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 me.
Regards,
*** *** ***

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

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

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 *** 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 *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr*** advises he was unsatisfied with the delay in the repair of his internet service. Frontier has investigated
the above statements and offers the following response: Frontier advises a review of the repair ticket shows the ticket was not put into dispatch until late on September 24, causing the ticket to be delayed to September 26, A Frontier representative has credited Mr*** $for the time he was without internet service and a courtesy credit for the missed appointment 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

Thank you for referring the complaint of *** *** to our office
for review. We appreciate her bringing
this matter to our attention.In the complaint Ms*** expressed concern regarding canceling her
mother’s account in early June. She
stated she was instructed to pay for
the whole month, and then be refunded the
prorated amount for unused service. She
stated she complied but received statement for the next three billing cycles
reflecting the refund amount she is to receive.Our records indicate the customer contacted Frontier June 7, 2017,
requesting the disconnection of service on June 8, 2017. The order (***) was created for the
disconnection on June 8, 2017. The order
was completed and service was cancelled as requested.The June 4, billing statement was a regular bill, as it generated
prior to the request for disconnection. The statement total was $45.68. The July 4, statement reflected the previous balance of $45.68, a
payment of $was received June 25, 2017. The new charge was a credit of -$35.13. The following billing statements dated August 4, and September 4,
both reflected the credit of $35.13. The October 4, billing statement reflected the refund issued for
the credit balance of 435.13. We sincerely apologize if the customer was not informed the refund
would not be issued until after the final bill generates. It can take up to three bill cycles before
the refund is distributed. The refund is
generally delivered 7-business days after the final bill is generated.On October 10, 2017, Frontier attempted to reach Ms*** but was
unsuccessful. Should Ms*** wish
to discuss this matter further, I can be reached at ###-###-#### EXT ***.Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS

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

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

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
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

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 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 he experienced difficulty in getting services disconnected when requested. Mr*** advises he contacted Frontier to discuss and was mistreated. Mr*** is requesting the final bill of $be refunded as the service was not disconnected when requested Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on September 15, and verified the service is fully disconnected as of July 28, 2016. Frontier agreed to apply a credit of $and a refund check will be generated for this amount. Frontier apologized and Mr*** is currently 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 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

In speaking with Frontier, we were unable to come to a reasonable agreementWhen someone has fraudulent charges billed to them, offering 10% back of what was wrongfully taken is not acceptableI'm very concerned with how many people Frontier does this to, especially senior citizens who can be easily duped by stuff like this Again, the amount owed is roughly $800, not $The customer did it ask for this service, and it was added without knowledge or consentIf I took money from someone without their knowledge it would be called theft and I would likely be in prison 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,
*** ***

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

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

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

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 ***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,
*** ***