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,
*** ***
should not have taken the Frontier days to repair the line

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 agree with bullet points one and two; however the offer of a $credit does not even come close to what this situation cost the Salon's bottom lineIf you take into consideration the phone line, which is not only vital to ensuring our clients can make appointments but also for us to process payments, was out for business days for us the $credit once again doesn't compare to our lossesAs an example, if we were to look at it conservatively we do on average two haircuts an hour at $per hair cutYou figure on the low side hours with at least two haircuts an hour at $a piece and that is $in lost revenueIf you look at it further, we do far more than just haircuts considering we are a full service SalonOn top of the haircuts we could do a color client and that person alone would be more than what the company is offeringUltimately, we normally average well above $in revenue per business day and during that combined down time we didn't even reach $That majorly impacts a small business. As I mentioned before, while the situation ultimately got resolved, the manner in which the situation was handled from a major company was not professional nor good customer experience and again directly impacted a small business from functioning at a level that is necessaryI believe if the roles were reversed they would feel the same way considering a major portion of their business relies on being able to receive calls from their customersThat this point the offer should be adjusted to reflect the true impact it had on the Salon.
Regards,
*** ***

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: • Mrs*** has been overcharged for the
past billing cycles due to an upgrade in service but she hasn’t upgraded• When Mrs*** called Frontier, she was told the issue would be resolved, yet it’s not resolved and the bill continues to increase. • Mrs*** called to speak with the person who gave her the number to call her direct and she’s left over messages with no return callFrontier has investigated the above statements and offers the following response: • Frontier issued $in credit to the account on 10/19/to correct missing bundle discounts. On 9/the account was rebundled to correct the missing discounts. On 9/Frontier issued $in credit for the missing discounts from the September billing Total credit issued $• Frontier apologizes for the delay in connecting the service and the inconvenience the situation caused and has issued a $inconvenience creditWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** *** has experienced as a result of the above matter

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 she was under Verizon pricing until it expiredFrontier explained to us that they would not honor
Verizon pricesFrontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms***; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms***If Ms*** has additional concerns, she may contact the Executive Relation Team for assistanceWe 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 above statements and offers the following response: Frontier has issued $in adjustments to *** ***'s accountThis adjustment includes the Installation fee and days of service the Ms*** was billed forThe remaining $is for the days of service Frontier did provideFrontier finds for further credits are warrantedWe 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 *** *** bringing this matter to our attentionThe Complaint states that: Ms*** states she was quoted $with taxes but is billing at a higher rateFrontier has investigated the above
statements and offers the following response: Frontier advised the records show Ms***'s June and July Frontier statements were missing a bundle discountOn July 6, a credut totaling $was applied for the missing discount.Records show Frontier's Internet service is billing correctly at $54.99.Records show increas was on Ms***'s DISH charges increased from $to $A Frontier representative spoke with DISH who advised the increase was due to DISH Protect Silver Video charge $The DISH representative advised that Ms*** subscribed to the service and it was free for monthsAdditional information provided by DISH stating Ms*** spoke with the DISH Executive Customer relations Department on September 25, and reviewed the DISH Charges and removed the DISH Protect Silver VideoGoing forward if Ms*** has a billing inquiry regarding the DISH Portion of her bill she would contact 1/800-DISHWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter.Frontier Specialist: Amy Buchanan Department: Consumer Relations Telephone Number: *** ** *** Fax Number: ###-###-####

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 he signed up with Frontier based on a local advertisement for free installation, no contract at a rate of
$per month.• Mr*** states he has been billed $91.00. • Mr*** states he was billed installation fees. Frontier has investigated the above statements and offers the following response: • Account records shows Ms*** originally established 30/Internet, HBO, one HD set-top box and local television services only which does not qualify for free installation or promotional discounts, however order notations advise free installation was offeredAccount review shows the initial 12/16/billing statement reflected a rate of $plus tax without HBO and $plus tax with HBO for months. • Account review shows Mr*** contacted Frontier and was changed to the prime television package which did qualify for free installation and was offered a rate of $for months and HBO would be free for monthsThe breakdown of the change before taxes and surcharges is 30/for $+ $prime television -$promotional discount for months+ $DVR=$+ HBO free for months.• Frontier has issued credits for the installation and activation fee billed to Mr*** and credits for Mr***’s missing promotions which will appear on his 2/16/bill. • Mr*** was provided a direct contact number by the Frontier agent for any additional billing concerns.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

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was advised that Mbps was not available upon installationFrontier advises that service is subject to availability.Currently, Mr*** is subscribing to Internet LiteThe
Internet service level encompasses Internet service with speeds as fast as mbpsFrontier is currently working on a plan to upgrade Mr***’s areaGiven many factors can affect the timing of an upgrade; we cannot guarantee any specific date for project completion 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 belowThe $credit, that was issued to resolve this matter, is only half the issueThis $credit was already due my account, and runs concurrent with the agreement I had with Taimi L** of the Frontier Communications customer relations department.The other unresolved matter is in regards to an current promo order and confirmation #*** that was processed on 3/18/2018 by GloriaThis order ,offered by her, was for was for internet 50/for $a month.I am still being billed for $a monthAt some point Frontier Communication decided not to honor what was ordered and what I was promised This communication is confidentialFrontier only sends and receives email on the basis of the terms set out at *** *** *** 7/8/16to me ***, I apologize, I meant to say that I will be issuing the $credit for two years to give you the price of the $37.99. Tami M L** Frontier CommunicationsCustomer Relations/GM Partnership Team
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 he renewed his Frontier service and increased his service plan to speeds as fast as 150/
MbpsMr*** states that this required a new modem which he was not informed of.Mr*** states that he has made several requests to have a Frontier modem sent to his home but he has not received one. Frontier has investigated the above statements and offers the following response: Frontiers records indicate that the Frontier modem was delivered on November 30, to MrSilva’s home.Frontier has made several attempts to contact Mr*** regarding this issue and was unsuccessful in speaking with himFrontier has mailed Mr*** a letter with direct contact information if he needs any additional assistance 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 additional concerns of *** *** to our office for reviewFrontier has reviewed these additional remarks and the company’s position has no changed. Sincerely,Executive Customer RelationsFrontier Communications

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 her Internet and telephone service with Frontier was cancelled for no reasonShe
contacted Frontier several times to have it restored but was unable to get a resolution Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to the site on October 10, and repaired the line. The customer was provided a credit of $Ms*** confirmed service was restored and has been provided my direct contact information for future issues 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 matterTell 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: *** *** states that she did not receive a time out of service credit to her account, and the Frontier
services were not disconnected per her request when paying balance in full the month of May Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Ms*** received a time out of service credit of twenty-three dollars and thirty -two cents see for an outage in the month of February 2016, the adjustment can be seen on the April 1, billing statementFrontier advises upon reviewing the account there is no record of Ms*** requesting disconnection of service to take place for the month of May Frontier advises that the last amount paid to Frontier was in the amount of One-Hundred Sixty- Four dollars and Eighty-One cents on February21, There is not any record for request of disconnection of service as wellFrontier has made several attempts to reach *** *** ; however, Frontier has been unsuccessful in speaking with herWe 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 *** *** bringing this matter to our attention
The Complaint states that:
• *** *** called to add HBO to their account and was told it would increase
his current bill by $However the next bill increase was $
• *** *** called Frontier and asked to remove the HBO and to restore his account to back to before the HBO was added
• After being on hold for almost an hour, the customer service representative stated that the problem was resolved and credited *** ***’s account
• *** *** received his new bill weeks later there was a credit for $for the prior month, but the bill was still $more that it should have been
• *** *** called back on 11/3/and spoke with Frontier customer service, who stated they do see the request that was put in weeks prior, but it was stuck in the systemThe representative informed *** *** they would call him back the next day and never did
Frontier has investigated the above statements and offers the following response:
• Frontier has found that *** *** called to add HBO on 9/3/by upgrading from Fios Tv Extreme to Fios Ultimate Tv which includes the HBO premium channels
• When upgrading to Frontier products Verizon discounts are no longer active on *** ***’s account
• *** *** called Frontier on 10/11/to go back to his extreme bundle, due to the increased billing and put him back to where he was before
• Frontier issued a credit for $on 10/11/for the Ultimate Tv
• *** ***’s Verizon promotional credits for the $were placed back onto his account on 11/29/
• 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 complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matter
Frontier Specialist: Angela C*** Department: Consumer Relations

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

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,
*** *** Frontier dropped the ball and I am still waiting for my original phone number to be re-instated and transferred to ***. All of my and Friends only have my original phone numbe and cannot get in touch with me because of this problem initiated by Frontier. This problem should of been resolved when I validated the phone transfer to the third party for the change over. Frontier is the problem. *** has tried multiple time to switch my phone number from Frontier to ***. It now has been a week and still the problem exist. I am very frustrated and have spent too many hours trying to get this resolved. Frontier still remins the problemThank you for your time and efforts in this 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 I am still skeptical because I have been told the same thing multiple times but I also can appreciate the fact that I was contacted right awayI guess I will have to wait until I receive my bill in July to see if this has truly been resolved
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'm wondering what my recourse is if the business does not follow through and zero out my account and cancel the account, as I have been told this information now for the 4th time
Regards,
*** ***

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 bill for services from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the package that *** *** subscribes to is $per month plus taxes and surcharges for one year.Frontier advises that *** *** has chosen another service provider 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