Frontier Communications Corp.

Tell us why here
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that: *** is disputing his Non-Sufficient Check for $that Frontier had cashed on March 10, This had caused ***’s Internet and Telephone service to be interrupted on March 28, *** is requesting credit for the Non-Sufficient Check Fee, late payment fee, and reconnect fee he has been billedFrontier has investigated the above statements and offers the following response: I have spo*** with *** today, March 31, and validated as of March 29, ***’s Internet and Telephone service have been reconnected and are working. I have issued a credit today, March 31, for the Non-Sufficient Check Fee, late payment fee, and reconnect fee *** has been billed. The credit amount totals $49.62. *** is satisfiedWe 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
your bringing this matter to our attentionWe apologize for
the customer’s recent experience while attempting to address their service and
billing concerns. A review of the
customer’s account
determined the customer contacted our office on May 3, May
4, to report issues related to their data service. The customer was unable to browseInternal
troubleshooting was performed and the customer was advised to reset the modem
to maximize speedOn July 5, 2016,
the customer spoke to a representative who determined the customer’s order was
not issued properly. The representative
re-bundled the customer to correct the bundle rate. The order was backdated to the original order
date to allow credits to post accordingly.The customer was
issued credit in the amount of $in May and $in July for related
billing issues. As of August 15,
the account balance is $227.65.Sincerely,Amara H.Frontier
Customer Relations Specialist/GM Specialist

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that, although this resolution is not satisfactory to me, I feel I have no other options
Regards,
*** ***

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

Thank you for referring the complaint of *** D *** to our office for reviewWe appreciate *** D *** bringing this matter to our attention The Complaint states that: Customer has had no video services for the months of April-June and wants credit for time out of
serviceCustomer also states that bill increased Frontier has investigated the above statements and offers the following response: On 05/14/Mr*** reported not having any video on demand services and his DVR set top box had locked up and he could not watch his recordingsMr*** was informed that video on demand content were still being loaded and he was not being charged for the content. A new HD DVR was dropped shipped on 05/24/and delivered on 05/26/2016. Mr*** called in to tech support to activate the box on 06/06/16. In addition he was given the following credits that appear on the 08/09/bill, $for two months of DVR services, $courtesy credit for time out of service (days).Mr*** failed to pay his 06/02/bill, which caused the balance to carry over to the 07/02/bill doubling the payments. No addition changes have been made to his accountThe customer has been provided with my direct contact information for future references We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** D *** 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 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

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 *** *** 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

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*** indicates that Frontier service and billing issues appear to have been resolvedFrontier has investigated
the above statements and offers the following response: Frontier records confirm Mr*** was changed to new pricing and the promotional pricing was not added in error. Mr*** has been given appropriate credit for the promotional pricing variance. Frontier records confirm Mr*** is currently active on the FIOS Internet 50/billed a monthly rate of $44.99. A Frontier Customer Service Representative made several attempts to contact Mr*** and has been unable to reach him. Frontier has left messages as well as sent a letter and email to Mr*** with direct contact information for the representative. The Frontier Customer Service Representative will continue to assist Mr*** with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again.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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises Frontier disconnected her business line without her knowledge because there was on no payment for
two monthsShe was set up for autopay Frontier spoke with Ms*** on February 3, and confirmed the service was restored on January 24, 2017, Frontier has issued a full credit for the reconnections feesFrontier has applied a $monthly credit for months to her account for the inconvenience she experienced. 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

Mr*** was quoted the rate of $ plus taxes by our Retention team in December and that quote never took place; the service orders were deactivated A Frontier agent placed a new Service Order # today to show these billing changes, and his new rate should be at
approximately $plus taxes and fees, that includes the upgrade on the FIOS to 150, quoted for months A Frontier agent adjusted the December, January and February billing statementsTotal credit for the statements is $($of this has posted and it may take a day or two for the remaining to post to his account) The upgrade on his FIOS to will require a tech visit. We have dated the change order for Saturday, February 17, An email confirmation has been sent to Mr***He should contact the us at ###-###-#### for further questions We sincerely apologize for any inconvenience this has caused and appreciate Mr***’s patience while we resolved his concern

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that: Ms*** states that she was charged $by Frontier for installation of Broadband for which Frontier never installed
Ms*** states she already had Frontier Broadband at the time and did not need a technician to install itMs*** states Frontier disconnected her services due to the $installation fee being past dueMs*** also states that she was charged a $reconnect fee due to being disconnectedFrontier has investigated the above statements and offers the following response: Frontier has issued a full credit in the amount of $for the wrongly charged installation feeFrontier also issued a $credit for the reconnect feeFrontier advised it can take one bill cycle for the credits to appear on Ms*** statementFrontier apologizes for any billing errors that Ms*** may have experienced with her Frontier billMs*** was contacted by Frontier and was happy with the resolutionWe 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

Currently customer monthly rate is $+ taxesThis includes Digital Voice, 150/Data, Ultimate HD, Quantum Enhanced DVR Service, Spanish Language, Room Package, Router Rental, International World Plan, & an Additional Line & Non Published ListingOur records indicate the account
owner is under the name of *** ***, and on October 28, a representative misquoted customer $a month + taxes for above product & servicesWe have made several unsuccessful attempts to reach customer to see about downgraded services to lower her monthly statementBy keeping the current services, customer will continue to pay $+ taxes

Frontier has investigated the above statements and offers the following response:
• Frontier shows that Mr*** disconnected service on 10/25/Prior to that, his 10/01/statement generated for $and was higher than previous charges due to promotional credits ending on his term which
ended on 10/01/
• Mr*** made no payments for the 10/01/statement
• The November statement then generated for $With the back balance from 10/01/not being paid, the total amount due was $
• However, due to a system error the order to disconnect on 10/25/did not post until 11/17/16, after the 11/01/bill generated
• The 12/01/bill then generated with all the prorated credits back to the 10/25/disconnect date, giving a current credit balance of $
• Because the back balance for the October statement wasn’t paid, this left the final balance of $($Oct+ $Nov= $- $Dec= $661.12)
• Again as stated the October 1st billing was never paid, as it was generated prior to disconnecting
• The final balance of $is valid and will be sustained
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 reviewWe appreciate Revdex.com bringing this matter to our attention. The Complaint states that: Mr*** is disputing charges for services he requested order cancelled and not installed
Frontier has investigated the above statements and offers the following response: Frontier advises the account has been disconnected and credited in full amount of $ as of March 12, This will reflect on March cycleWe 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 him bringing this matter to our attention The Complaint states that: Mr*** states his bill increased $ Frontier has investigated the above statements and offers the
following response: Frontier spoke to Mr*** on January and advised the six-month bundle promotion is expiring January 28, 2018, as printed on page oneFrontier advised a $per month discount can be added in place of the ending promotions which will be good for one year, and this also will print each month on the statement advising of the end date of this discountFrontier advised that Mr*** is welcome to call Frontier when this discount nears the end date to check if any other promotion would be available. 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 Mr*** bringing this matter to our attention The Complaint states that: Since the transition from Verizon to Frontier which took place on 4/1/2016, Frontier has been unable to
correct Mr***’s billingMr*** was advised by a Frontier representative on 9/20/that he was being double-billed for a Regional Sports fee and Broadcast feeThis representative had promised to follow the account and issue appropriate credits until it was officially corrected, but failed to follow through on the most recent 10/16/bill at the timeFrontier has investigated the above statements and offers the following response: Frontier records show that duplicate charges for the Regional Sports fee and Broadcast fee on Mr***’s bills were being applied starting the 6/16/billFrontier has advised that the appropriate credits for the pricing difference was applied for the number of months that overcharges occurredFrontier confirmed with Mr*** that as of the 11/16/bill, the issue was officially corrected and no overcharges would be applied going forward 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

Attached please find the complaint response for Mrs*** ***.Thank you,Felicia T***Executive Customer Relations

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that Ms***, due to isolated agent error, was not advised that the Amazon gift card amount would change when the phone was removedFrontier has taken this
opportunity to address the above internallyFrontier, as a courtesy, has issued an adjustment to the account for the amount of difference in the gift cardFrontier advised that, as the day period has been met, the gift card will be sent via email within the next 24- hoursFrontier determined that a refund adjustment for the phone was previously issued.Frontier spoke with Ms*** in regards to the aboveMs*** presented no further questions or concerns We regret any inconvenience that *** *** may have experienced as a result of the above matter