Frontier Communications Corp.

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

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 you bringing this matter to our attention The complaint states that: • Mr*** states that he never signed a contract and was
assured he did owe any money to Frontier Communications Frontier has investigated the above statements and offers the following response: • Credit was issued on 11/30/clearing the account balance to zero. Please allow 1-billing cycles for the credit to reflect on the billing statement. 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 has investigated the above statements and offers the following response: Ms*** was quoted $plus equipment and taxes/ surcharges.Frontier modified the promotions and products to provide the quoted pricingThe promotional rate was not available in conjunction with the
Amazon Gift card.Currently, the customer pricing is $plus taxes and surcharges, which is less than the quoted pricing by $a month for the next monthsThis pricing reflected on Ms***’s May 16, statementThis is $less over the next months.Due to Ms*** being offered a $gift card and not being available, Frontier will provide a one time $creditThis is a total of $value for Ms*** over the next months.Frontier has reached out to Ms*** and left a detailed message with direct contact information 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

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 original complaint involved various mistakes in my billThe installation/activation fee was refunded, but the monthly cost is still wrongIt should be $per month for the first six months, then $per month for months 7-24; however, I have been charged $per monthThe $overage for June's bill should be credited back to my account, and future bills should reflect the $per month price as advertised
Regards,
*** ***

Thank you for referring the complaint of *** M*** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** advises she does not have a contract with Frontier and her service was cancelled one week into the billing
cycleFrontier advised they would be charging for the whole billing cycle and a disconnect fee Frontier has investigated the above statements and offers the following response: Frontier communicated with Ms*** via email on October 23, and advised we can disconnect the service on her preferred date, and she will receive an adjusted statementMs*** states she wanted service disconnected the date she called October 4, Frontier has made the order effective October 4, and has set a follow up on her account to review the October 29, statement for accuracyFrontier advised all customers are charged the $fee for disconnection of internet serviceFrontier advised of the final bill process and refund 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 has investigated the complaint and found that the customer was charged a visit fee on the Internet repair due to no access. Frontier left a modem to see if that would resolve the issue. On September 30th I spoke with Mr*** and advised him of our findings. We have
agreed to issue a $courtesy credit due to the trouble he experienced before porting away from Frontier

Thank you for referring the rebuttal of Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Rebuttal states that: Ms*** states she had her Internet service disconnected in October of without notice. Ms*** was offered to defer her payment at this time and she was told this would be a percentage of her back balance being added to her new balance. Ms*** states she asked at that time what would she do when she was caught up and she was told to just call and they would remove her deferred payment plan. Ms*** states she was not told once that she had to pay an additional fee every month for the deferred payment planMs*** states her bills have been automatically turned over to her emails without her consent, which means no more paper billsMs*** states she called in on February 5, and she got transferred without her knowledge, then she got to talk about this situation and was told she was a liar and was hung up onFrontier has investigated the above statements and offers the following response: Frontier found that Ms*** was actually disconnected on September 20, 2017. Frontier has pulled this call and reviewed it. Ms*** spoke to a collections representative and asked for a payment plan. The representative gave her a deferred payment arrangement for her total balance of $254.85. Ms*** agreed to pay 20% of the balance that day which was $as a down payment, the rest of the balance was to be split at Ms***’s request over the next months, this would be $added to her current charges every month starting with the October bill and will continue through the October billing. Ms*** can pay off the remaining part of the deferred payment arrangement early. Ms*** would have to pay the current charges and then however much is left on the deferred payment arrangement. Today her account balance is $however she still owes seven months on the deferred payment arrangement which would be $118.86, if she were to pay this amount right now her deferred payment arrangement would be removed.Frontier sent notice to all of their customers on the September statements that “Frontier is going paperless. Effective on your next bill there may be a $charge to receive a paper bill.” Ms*** can still receive a paper bill if she would like to however she would need to either go online and modify that or call customer service to get help to have that changed.Frontier has reviewed the situation from February 5, and Frontier apologizes for the way Ms*** was treated by the representative that she was in contact with. Frontier will not tolerate this type of treatment to any of its customers, this representative is currently being coached.The only way for the call to be listened to by the customer would be by having the records subpoenaed.Frontier stands by the previous findings and response to the original complaintWe 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 him for bringing this matter to our attention The Complaint states that: Mr*** states that he has called Verizon Communications since the beginning of to ask for boxes to be shipped to
his new location that he has moved to so he can send back the equipment. This has been going on once a month until Frontier Communications took over, and now is being told that the equipment has been charged off after days to his credit reportFrontier will not allow the equipment to be returned because of thatMr*** states he was charged $for the equipment and he followed all the proper channels to receive the return boxes Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** and obtained his new address for shipment of return boxes for the FIOS equipmentFrontier has requested additional information from Mr*** to locate the account in question, Frontier has attempted to contact Mr*** on several occasions to obtain the information requested and has received no response from MrSims 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 had a service person come to my homeThey said that they could tell that I am having problems with my Internet lineThey could see that my line had numerous interruptions and the Internet turns off and on repeatedly. He said that it is possible that the line gets crowded and then I am switched to another location for my InternetI have been switched to a subsystem that gets my Internet from Romney but the system may switch me to Martinsburg. I still do not have Internet long enough to upload work that takes longer than minutes. I want a professional linesman to come out to see what is going on.
Regards,
*** ***

Good Afternoon: Please see closureFrontier Communications 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 disputing the price of the Internet speed associated with her current package and what is being offered for the same priceFrontier has investigated the above statements and offers the following response:Frontier’s investigation found that the Internet service has been upgraded to Simply Broadband Ultimate (24Mbps) which is a promotional price of $54.99, three year price lock with no contract on January 5, 2016. Frontier did review the monthly charges and has agreed to a one-time adjustment of $which applied to the account on January 7, 2016. This credit is due to the account was being charged for a non-published telephone number and the account is for stand-alone Internet with no landline. Frontier has made several attempts to reach Ms***, unfortunately, our attempts have been unsuccessful. Frontier has left our contact number should *** or James have any further questions or concernsWe 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 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

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 PIC Freeze for our MAIN phone line ###-###-#### was not removed on Aug 1st as stated, only the PIC Freeze for our Fax line ###-###-#### was removed on Aug 1stIt was not until Wednesday August 9th, that Frontier removed the Freeze from our main line ###-###-#### and our line was ported to ***And this was only after multiple daily communications on our part and after we provided Frontier the PON ***that was sent to FrontierWe were days without phone service severely impacting our patients and our businessFrontier was negligent and irresponsible managing this request
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: 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

Frontier has investigated the above statements and offers the following response: Frontier advises based on review of the account, the early termination fees have been removed from the account 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 Ms*** bringing this matter to our attention.The Complaint
states that: Ms*** states that she paid her bill on 6/10/and it was never applied to her accountMs*** states
she has contacted Frontier many times but it has never been applied.Frontier has
investigated the above statements and offers the following response: Account review shows that Ms*** made a payment of at the *** *** *** on 6/10/and according to the person who took the payment; the incorrect account number was scanned so the payment was not applied to Ms***’s Frontier account.Ms*** originally contacted Frontier on 7/9/and an unidentified payment was found for the same amount of $which was paid on the same day however the request to apply it to Ms***’s account was not completed in errorThis payment was applied to Ms***’s account on 12/16/and will reflect on the 12/22/billing statementAll late fees resulting from this misapplied payment have been adjusted.Frontier apologizes for the delay in applying this payment to Ms***’s accountWe trust that
this information will assist you in closing this complaintWe apologize for any
inconvenience that Ms*** has experienced as a result of the above
matterSincerely, Frontier
Customer Relations

The Complaint states that: Ms*** advises she is paying for 50/FiOS internet and cannot The Ring DoorbellMs*** advises she has not been able to get appropriate assistance from FrontierFrontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Frontier attempted to reach Ms*** to assist with internet and resolve her complaint however was unsuccessfulFrontier did leave a message that included direct contact informationWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, etc.As stated in Frontier’s terms and conditions,
actual Internet speeds may vary Speeds are offered in tiersThe high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier, but is not a statement or guarantee of the maximum speed the customer will receiveService speeds are subject to availability.Ms***’s Internet service speed availability was falling in the appropriate Internet tier pricing.As a courtesy, Frontier offered Ms*** a promotional rate on the Internet serviceThis rate is not a reflection of a speed availability difference due to location; therefore, Frontier respectfully declines Ms***’s request for a refund.Ms*** terminated service with Frontier on March 17, 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

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, I also would like to thank Revdex.com personally and glad to know there is still justice in the business world Thanks to Revdex.com
*** ***

Thank you for referring the complaint of Ms
*** J*** to our office for reviewWe appreciate your bringing this
matter to our attentionAccording to the complaint: Mrs*** states she has made several unsuccessful attempts to have her safety concerns resolvedFrontier has
investigated the above statement
and offers the following response:Records indicate the customer called the repair department on September 7, A ticket has been created to dispatch a technician on September 11, Mrs*** has been provided with my direct
contact number for issues regarding this matterWe trust this information will assist you in
closing this complaintFrontier apologizes for any inconvenience the customer
has experienced as a result of this matterThank you,Edna CExecutive Customer Relations