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: Ms*** advises internet service and phone service has been intermittance Frontier has investigated the
above statements and offers the following response: Frontier advises that we have discounted her Internet price and credit all time out of service.A trouble ticket was issued and the problem on the line was repaired, however there is still a small hum due to wattage.Frontier advised Ms *** of the new price and the credits and she understands the balance.Ms*** has direct contact information for further concerns. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11431384, and find that this temporary resolution is satisfactory to me I trust that when the time comes for Frontier to replace the battery again, their customer service agents will be as understanding as those agents dealing with Revdex.com complaintsIn accepting Frontier's response to this complaint, I reserve the right to complain again should the promised battery not arrive, or no longer operate, and I am left with noise making equipment in my home
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
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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr***, at ###-###-####, states that he has experienced an Internet outage for fifteen days. Frontier has investigated the above statements and offers the following response: Mr***’s Frontier Internet outage was reported on June 7, 2016. On June 7, a Frontier technician had resolved Mr***’s Internet outage. The Frontier technician had stated there was an outage in and around Mr***’s area. As of today, June 22, 2016, I have left numerous messages for Mr*** to contact me back at, ###-###-####, so that I can further assist him, however have had no response. I have sent a letter out to Mr*** to contact me at my direct number so that I can further assist him if he is still experiencing issues with his Frontier Internet service. 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 has investigated this issue and found that the customer is in an area of congestion that is affecting the speed/bandwidth the customer is able to receive Unfortunately, we do not have an estimate for relief for this situation at this time On February 15th Frontier spoke with
Mrs*** and discussed our findings The $amount the customer advised of was actually her January 1, bill for phone, Internet and Dish TV service Her new February 1, bill was $ This bill included a $Internet installation fee and charges for phone, two internet services and Dish TV serviceWe have issued credit of $for the installation fee due to the difficulty she is experiencing with her Internet service We have also issued credit of $toward her Internet service due to the troubleThis leaves a balance due of $235.84, which is valid Frontier has agreed to Mrs***'s request to see if the 2nd internet connection meets her needs and, if not, we will remove the 2nd Internet and credit any remaining billed charges for the 2nd Internet service Mrs*** has our contact information

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 the pricing on her Frontier TV, internet, and home phone package increased by
$90.00, so she called in to negotiate a new pricing agreement with Frontier. She also advises that each time she has spoken with a Frontier customer service agent, she is told that the previous pricing that was quoted is not valid and will need to negotiate a new pricing agreementMs*** advises that on March 15, 2017, a Frontier representative had promised her a new pricing guarantee and that it would reflected on her March 17, statement, but the bill turned out to be even higher than beforeMs*** advises that she wants Frontier to honor the pricing guarantee for her Frontier services. Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s monthly rate increased when her previous discounts had expired in December 2016. Although she did call in and speak with a Frontier representative on January 21, 2017, there were no notations on her account as to what pricing had been quoted, and that no order has ever been placed to change any of her services. Frontier advises the only order activity showing on Ms***’s account was when her Frontier services were suspended on March 15, because of an overdue balance. Her services were then reinstated that same day, and she was charged a one-time fee of $to have her services reinstated. Frontier has agreed to credit the reconnect fee as a courtesy to the customer. Frontier spoke with Ms*** on March 20, 2017, and she requested to have her TV and home phone services cancelled, so she could keep just internet service only. Frontier quoted her a monthly rate of $for the internet service plus $for her equipment rental fee, and the total monthly rate will be $plus taxes. Frontier then advised her that when the April 16, statement generates, it will show the charges for the TV and phone services as having been credited dating back to March 20, 2017. 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 her bringing this matter to our attention The Complaint states that: Ms*** would appreciate Frontier calling her directly and explain why the customer service representative Janine refused her request to speak with a supervisor and why she spoke to her so poorly, when she has been a long-term customer and diligent with her service and payments Frontier has investigated the above statements and offers the following response: Frontier has been unable to reach Ms*** by telephone after leaving a message with our direct contact information, Ms*** has not returned the callFrontier advises Ms***’s interaction with the representative has been reviewed by management and it will be handled internallyFrontier advises the expectation is, the representative advises if no supervisor is available at the time of the request the representative will put a request in for a supervisor to return the customers call within 24-hours 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 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

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,
*** ***

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. Thank you for your involvement. I am very hopeful that Jarad fixed the problemHave not had one disconnect since he was here. He was a wonderful change when dealing with Frontier's employees. Very nice and respectful and I wish he could teach a class to the other employees.
Regards,
*** ***

Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that Frontier would not update her credit information, Frontier has investigated the above statements and offers the following response: Upon Further investigation of Ms***’s account, Frontier has agreed to remove the credit report reference if payment of $is received by September 29, 2017.Frontier advises that we have provided Ms*** with payment options.Frontier spoke to Ms*** on September 20, and advised of the above informationWe 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

I spoke with the customer 08-30, and we discussed the discounts that dropped with conversion from Verizon to FrontierOther reps had tried to correct but information for cap was lacking and credit had been deniedWorking manual credit request and will issue $a month starting 09-10-30,
11-, 1-to co0ver the missing creditsIssued manual credit of $for August late fee, $for missing loyalty credit from July bill, and $to offset the credits needed for the 08-billWalked customer through the August bill and addressed the tv concernAdvised that the order had to "post" and that happened after 7-bill dateThe 8-bill shows tv removed and backdated to 7-Customer is happy with resolutionIf she decides wants to add vm back on will give me a call"I am closing this requestIf you need further assistance with this account, please change the subject line to -New request for BTN *** - This assures that we receive your email, and can continue working on any remaining issuesIf you do not change the subject line, we will not receive your request, and the issue may not be cared forThank you for your understanding" Tricia M*** Fort Wayne Business Contact Center 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
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,
*** ***

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,
*** *** ***
This resolution is only acceptable if the internet keeps working In the past three months it has not stayed working more than eight days in a rowIs it possible to accept current resolution yet keep complaint open to see if internet stays working? They eventually fix it but I do not pay for part time internet so I would prefer it to work consistentlyThank you. *** ***

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

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,
*** ***

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this to our attention The Complaint states that: Mr*** advised that he had a humming sound on his line constantly since December along with
inconsistent Internet service with no resolutionMr*** states that he has contacted Frontier on a daily basics about this situation and not only does he want resolution but he is also requesting full credit for since the beginning of 2016. Frontier has investigated the above statements and offers the following response: After reviewing the account, Frontier contacted Mr*** about the telephone and Internet repair requestMr*** also stated that he wanted to be removed from auto pay for his Frontier monthly statementsFrontier had located a total of eight repair tickets for Mr*** from March 22nd to June 15, Frontier contacted the local supervisor check on the issues with static on the linesAccording to the response the noise on the line was caused by a damaged cable underground that engineering did replaceMr*** was given a total credit of $for service related issues since the beginning of the year and Frontier has broken the credits down for Mr*** according to the months Frontier contacted Mr*** June 20th and advised him of the total credits that have been applied to his Frontier account since the beginning of Frontier also informed Mr*** that he has now been removed from auto pay for his Frontier monthly statementsFrontier has apologized to Mr*** for any inconvenience this may have caused him. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience Mr*** has experienced as a result of this 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

Revdex.com:I accept the offer but only if Frontier actually does what they say they will which is to send the bill every month on the 22nd of the month which as of yet I have not experienced Therefore I don't believe this problem can be considered resolved until I receive my invoices for November and December of and January on time Also Frontier did adjust my bill $off for my inconvenience But as for the invoices arriving on time, I don't know yet if this problem has been resolved.Regards,***

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