Frontier Communications Corp.

Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Our records do not reflect that the customer was billed for
internet serviceThe December 10, billing statement reflected a Fios TV equipment charge in the amount of $29.98.Credit in the amount of $was issued and posted to the January 10, billing statementResearch determined that the Bill Cycle date changed from the 10th of the month to the 17thProrated charges prorated charges posted to the February bill for services rendered from February 10th to February 16thThe February 10, billing statement total amount due was $Effective February 10, the account was disconnectedThe March 17, billing statement contained a past due balance of $from the previous billThe past due balance combined with pro-rated credits totaling $brought the total amount due to $These charges are valid and sustained On March 15, I attempted to speak directly with Ms*** regarding her concernsDuring this contact, once I identified myself the line kept cutting in outI called Ms*** back and reached a recording that indicating the person I was calling was not accepting callsOn March 22, I left a voice message for Ms*** and provided my contact number should she require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

The Complaint states that: Mr*** advises that he was promised a rate of $a month for his Frontier internet service, and this month his bill was higherFrontier has investigated the above statements and offers the following response: Frontier advises that after a thorough review, a
12-month discount has been added to Mr***’s account, adjusting his monthly rate to $per monthFrontier advises that we were unable to reach Mr*** regarding the above resolution, but direct contact information was provided

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 Exception of menus which is a software issue with Frontier
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11507584, and find that this resolution is satisfactory to me.
Regards,
*** **

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

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

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, as long as they follow through on their part and issue me the credits as promised.
Regards,
*** ***

Frontier advises that the correct price for the main line package Mr*** subscribes to that includes Unlimited domestic 1+ "Voice" long distance on the main line plus taxes and surcharges is $per month plus taxes and surcharges through August 16, 2019.Frontier advises main line billing was missing promotional credits due to an isolated order error that has been corrected and the account was credited.Frontier advises Mr*** also subscribes to a basic second line for $per month with basic Frontier Simple long distance at $per month at per minute before taxes and surcharges.Frontier does not offer an unlimited data long distance calling planFrontier has credited all data long distance calls through the November billing statement, going forward all data long distance calls will be at per minute.Frontier spoke with Ms*** November 13, and advised of the above We 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

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

Frontier has reviewed the account of Mr***, ###-###-#### and finds that he did request to disconnect the account on March 10, 2016.Frontier then created a new account on ###-###-#### on March 14, in effort to start the new account and resequenced the number to ###-###-#### allowing Mr
*** to port his number to another carrier, as in order to port a number, you have to have the number active to do so.Under our tariffs, we are not responsible for lost wages or lost businessWe therefore must respectfully deny your request for compensationFrontier has attempted to contact Mr*** on two occasions and has left direct contact information for him.Frontier contacted Mr*** on July 12, and advised that the account, ###-###-#### has been adjusted to a zero balance.Mr*** advised that he was satisfied with this resolution.Frontier does apologize for any miscommunication or inconvenience caused

Frontier has investigated the above statements and offers the following response: Frontier reviewed and issued an adjustment to zero out the remaining balance on the account, based on account reviewFrontier advises that correspondence has been sent to the outside collections agency, Credit
Protection Association to have the collections activities retracted We regret any inconvenience that *** *** *** *** may have experienced as a result of the above matter

Customer Name: *** *** Phone:
###-###-#### 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*** stated that he had advised that he was going to port his telephone number and we disconnected it Frontier has investigated the above statements and offers the following response: Frontier found that the order for disconnect was made in error. We have placed an order to make the number available for Mr*** to port. A Frontier Representative spoke to Mr*** and advised he could contact his new carrier to request the telephone numberHe does have the contact information of a Representative to assist if he has any further questions or concerns. 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 was not aware of something being orderedand if it was Dish said it was I do not feel I should have to pay for a extra month of dish that I did not receive which is the extra my dish was cut off on June 6,

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

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,
*** *** And I want to sincerely thank the Revdex.com for resolving my issue and expediting my credit

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 *** and *** *** to our office for review. We appreciate Mrand Mrs*** bringing this matter to our attention The Complaint states that: Mrand Mrs*** advise that Frontier has billed them a $fee for having cancelled
their internet serviceMrand Mrs*** advise that Frontier informed them that since they are no longer active customers, they do not have the capability of making their final payment online and would be charged a $fee for making the payment by phone. Mrand Mrs*** advise that Frontier needs to waive the $cancellation feeFrontier has investigated the above statements and offers the following response: Frontier advises that the $cancellation fee is valid, and that customers can pay their balance of $over the phone using the automated payment system for a fee of $3.50. Frontier spoke with Mrs*** on January 23, 2018. She agreed to pay the $cancellation fee, and since she is unable to make the payment online, accepted Frontier’s offer to deduct $off the $balance, to offset the fee for paying by phone. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrand Mrs*** has experienced as a result of the above matter

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*** advises that he having difficulty porting his number from Frontier.Frontier has investigated the
above
statements and offers the following response:Frontier investigated Mr***’s account and determined that Frontier successfully ported Mr***’s telephone number on June 26/2017.Frontier’s representative have made several attempts to contact customer to advise of our findings.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 Specialist: Tocoma
K. Department:
General Manager

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,
*** ***