Frontier Communications Corp.

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: Ms***- *** is disputing a bill for $ after account disconnect in July with a paid in full billMs***- *** states she has paid $ from September to June Frontier has investigated the above statements and offers the following response: Frontier advises Ms***- *** August 19, bill was $ as it was on the prior Verizon pricingA credit of $ was applied due to a missed appointment bringing her balance due to $ A move order placed August 30, and installed September 6, with Frontier pricing on the September 19, billingFrom September to June charges were to be $ 1,plus $ from August bill= $ 1,Customer paid $ 1,to date leaving balance due from customer of $ for the last cycle June to July 18.Frontier advises credit has been applied to the last bill cycle in June to bring it to $ There is also an early termination fee of $ for disconnect on July 18, Total balance due for Last cycle and early termination fee is $ 341.94.Frontier advises Ms***- *** was receiving new customer pricing and was on the correct promotions of $ before taxesHowever, Frontier honored adjustments to her bills and she only paid $ from September to June billingWe 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

The Complaint states that: Ms*** advises that she cancelled her service on September 21, but was advised that she owes her entire billMs*** advises that she would like her bill prorated for the time she used the service through her cancellation requestFrontier has investigated the above statements and offers the following response: Frontier advises that our Ms***’s bill generated on September 9, and bills through October 8, Frontier does not prorate monthly billing regardless of change to or cancellation of serviceFrontier advises that we spoke to Ms*** on October 2, to advise of the above

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,
*** ***

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. Even though the representative that replied to you does not seem to know it, I called Frontier's customer service last week and they removed all charges and cancelled my accountDue to the holidays, it slipped my mind to update my complaint, but the issue is resolvedNot that it matters at this point, but they only called once, not three times (to my knowledge), and the email they sent me only had the word, "Thanks." I received no response to the email that I sent backHopefully, this info might help someone else in dealing with this company in the future
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 Communications has received notification of a complaint from the above individualAccording to the complaint:Mr*** advises he was upgraded to faster internet and didn’t receive the new equipment for the upgraded service. Technician visits were cancelledFrontier has
investigated the above statements and offers the following response: Upon investigation, Frontier did a review of Mr***’s account and found a couple of appointments that were missed in the month of September. Frontier advises his account was changed on September 23, 2017. Order number *** was created of which removed TV Essentials and 15/FIOS Data and upgrade to the Extreme HD TV and 100/100/FIOS Data with receivers.Mr***’s appointments to change the equipment were to be rescheduled, however, had been cancelled due to a system error. System advised that tech visits weren’t needed to change out the equipment. Mrs*** spoke with Tech Support on and the channels were activated, however, the new equipment was still needed to be switched.A Frontier agent spoke with Mrs*** and agreed to adjust the television component of the bundle due to missed appointments and inconvenience. Total credit issued is $118.03.Mrs*** will pay the remaining balance of $67.31. She advised that she doesn’t want to make any other changes to her account at this time nor does she want a technician routed out Mrs*** is satisfied with the resolution

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Customer changed her telephone numberHowever the number was not activated in the switch Frontier
has investigated the above statements and offers the following response: On 8/18/we found that customer account was not registered in the systemWe were able to reboot our system to get number activeTech ran a test call to customer and she confirmed service is now working 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 *** *** 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: ###-###-####

Frontier investigated and show Internet usage each month.We have no records of Ms*** contacting Frontier to discuss the billing of the serviceFrontier has made several attempts to reach Ms***, unfortunately, our attempts have been unsuccessfulFrontier sent Ms*** a letter to
contact Frontier if she has any further questions or concerns

Frontier has investigated the above statements and offers the following response: Frontier has disconnected services per Ms***’s request.Frontier has processed a refund for Ms***’s deposit for services.Frontier has contacted Ms***, ensured satisfaction, and provided
direct contact information 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

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 The day they posted their response to my complaint my Internet was working a lot better but it was due to the fact that the weather in the area had knocked down most of the people sharing my Internet service in my area which increased my service but is soon as Front,tier got the rest of the customers back up an online my service went back to being less than desirable to be polite about it it seems that frontier decided instead of offering quality service they chose to make more money by selling more Internet service then they were able to support at this moment in time I am waiting on a tech to come out to my house to see what they can do about stabilizing my service so my service will be above MB on average instead of what I was guaranteed through Verizon before the switchover was to MB of download,as for the billing issue Frontier has informed me they were going to correct my monthly bill but I've yet to see a post to my accountBut I have to say their escalation team has been more polite and professional than the original customer service team I had spoke to so I do have hope
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***At this moment, I still have not received the $gift card, however I was advised I should receive it in 5-business daysI would prefer you keep this case open until I receive the gift card
Regards,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while I do not believe that I should have to pay for the entire month of service since I had it for about two weeks, to which it only worked for one, but I will pay the entire months bill just to get this closed and not on my credit report.
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*** advised Frontier bundled his Frontier and DISH bills without authorization and was billed for DISH
charged paid directly to DISH.Frontier has investigated the above statements and offers the following response: Frontier advises on October 25, 2016, Ms*** had called in to inquire about bundling the DISH and Frontier servicesMs*** had decided to discuss with Mr*** before bundling, so the Frontier representative deactivated the orderHowever, the bundle request had already gone through.Frontier advises on Mr***’s November 19, bill statement, charges of $had billed for the DISH services, however, a payment of $had also been transferred from DISH, leaving a balance of $owed for the DISH charges.Frontier advises Frontier has spoken with a DISH representative who was able to confirm, Frontier paid DISH the $in December of 2016, at which time no payment was made to DISH by the customerFrontier advises Mr***’s account was successfully unbundled on December 23, Frontier advises credits totaling $have been applied to Mr***’s account for the late payment fees that occurred as a result of this matter, and as a courtesy.Frontier has advised Mr*** of the aboveWe 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

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’s refund policy is to issue a *** *** repaid card days from the date of service disconnection or terminationThis time period is required to ensure all outstanding charges or credits are posted
to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.As a courtesy Frontier has issued a check in the amount of $that Mr*** should receive to the address on file in an estimated 7-business daysFrontier has been unsuccessful in reaching Mr*** however a detail message was left with contact information We regret any inconvenience that Mr*** may have 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

Customer Name: *** *** Phone: ***
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Frontier has billed *** *** $and Frontier had never installed service Frontier has investigated the above statements and offers the following response: Frontier had issued credit to Ms*** on October 12, in the amount of $leaving the installation fee of $149.99. Frontier did credit that in full on November 1, 2016. A Frontier Representative left a message for Ms*** to advise and left contact information with 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

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,
*** ***