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

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

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
As of 2/2/I have not had any resolution to the
issue I'm having with Frontier CommunicationsThey have contacted me several times to let me know that someone is working on the issueThere has been no communication in the last months and no change in the status of the problemPlease keep this issue openIt had NOT been resolved
Regards,
*** ***

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
Service was interrupted since August of No working service was provided from August until the time the account was closed by myselfTechnician no-showed twice, because we were indeed at the residence waiting during two of the occassions that a technician was “dispatched”This is an unacceptable answer from the company because NO service was provided for the amounts that were billedThe entire amount needs to be refunded.
Regards,
*** ***

Thank you for referring the complaint of *** J *** to our office for reviewWe appreciate her bringing this matter to our attention. The Complaint states that: *** J *** states she moved in the middle of August and a few days later realized the internet was to
slow to use at allThe speed wasn’t fast enough to even get online*** called in immediately to cancel*** J *** states since she only had service a couple of days she didn’t think she would have a bill plus she was promised no installation fee and no contract*** J *** states Frontier acknowledged that she did cancel and they would take care of it*** called many times and each time no one could tell her why it hadn’t been cancelled*** J *** states her final bill of $should be waived since she did not have service Frontier has investigated the above statements and offers the following response: Frontier spoke to *** J *** on December 1, and *** informed Frontier that services should have been cancelled on August 25, and was never doneFrontier pulled the initial call for review to verify true so they credited her bill in full for $and placed order # to disconnect her account*** J *** is satisfied We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that she has 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

Frontier CommunicationsThank you for referring the
complaint of Sylvia
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** states that she was advised that she could increase her internet speed at no extra cost.Ms***
stated that she was billed for activation fee.Ms*** also advised that she tried to go back to her old plan and was advised she could notFrontier has investigated the above
statements and offers the following response:Frontier investigated Ms***’s account and found that she upgraded her internet speed on October 11, When Ms*** upgraded her internet she lost her Save Offer of $which is not qualified with the upgraded internet speedFrontier records reflect that the customer was billed an Install Upgrade fee of $in error.Frontier has issued credit for the charge of the install upgrade fee of $which reflected on the customer’s November bill statement.Frontier records show we have issued a courtesy credit in the amount of $toward the customer’s account.The customer save offers are not part of the customer’s contract and Frontier reserves the right to remove or add to the customer’s account.Ms***’s account does not qualify for any additional promotional discounts.Frontier representative have tried to reach Ms*** on February 2, & February 5, and was unsuccessful.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 Specialist: Tocoma
K. Department:
General Manager

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises that her monthly fees are billing higher than quoted amount Frontier has investigated
the above statements and offers the following response: Records show the account in question is listed under *** ***Account notes show on 05/06/the customer was quoted $per month to renew the existing bundleResearch determined no changes were madeResearch shows on November 16, the customer was advised that no changes were made on May 06, with the rate quote of $160.00, the customer was provided new renewal quote, and she declinedOn November 16, a courtesy credit of $was appliedThis reflects on bill date December 4, 2016.Records show service order *** completed December 13, porting service to another provider A Frontier representative spoke with Ms*** who declined any changesWe trust that this information will assist you in closing this complaint. We regret any inconvenience that *** Moon may have experienced as a result of the above matter Frontier Specialist: Amy B*** Department: Consumer Relations

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and Frontier (Sandi) left a voice mail last week and tried calling back but was put on hold for over minutesI need Frontier to send me an updated bill by mail and will mail a checkAlso, need them to state the service is cancelled on the billThanks
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Mr*** wanted a remote control replaced and Frontier would not replace He had been disconnected multiple times while trying
to increase his Internet speed or transferred to other departments that stated he was in the wrong department and transferred againHe wanted to port out his number to *** and was told by *** Frontier would not release his numberFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on April 18, and apologizes for any miss information he was given, also for being routed to the wrong departmentsFrontier has made sure that the Freeze on his account is removed so he can port his number to ***We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

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

Thank you for referring the complaint of *** *** to our office for review. We appreciate him bringing this matter to our attentionIn the complaint the customer expressed concern regarding a change made to the account on December 21, by retention to remove premium channels but maintain the rest of the package. The customer stated the quote excluded a contract and the monthly rate would be $173.23. Review of the closure sent by the FCC to you, does not mention a promised creditThe FCC response advised you were quoted the $pricing and were satisfied with this rateFrontier has re-rated your current bill to reflect the $plus applicable taxes and surcharges. Additionally, the promotions have been applied to correct your future billingThe December 23, statement reflected the previous balance of $194.78, a payment was received in the amount of $194.78. The current charge for December was $274.88. There was an adjustment placed on the account in the amount of $for the charge of the Fully Loaded Entertainment Pack. Also, as of January 19, 2017, there was an additional credit adjustment applied to the account in the amount of $for the difference in pricing. We sincerely apologize for the extended hold time the customer experienced, as our goal is to provide prompt and effective customer service

The Complaint states that: Mr*** advises that he had ongoing issues with his internet and requested services be cancelled effective start date of the service because it never workedWhen Mr*** did request cancellation, it wasn’t done and after receiving a bill the customer had to
call again to resolveMr*** advises he has a balance remaining on the account of $8.01, that he is requesting credit for because of the repair issues Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on March 7, and apologized for the poor experience he hadFrontier advised that a credit has been issued of $leaving his cancelled account with a balance

Frontier Communications Thank you for referring the complaint of *** *** to our office for review
We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** continues to be billed for internet after disconnecting his service. Frontier has investigated the above statements and offers the following response: Mr*** placed an order to disconnect service on October 18, 2017.There was a delay in the service order posting to Mr***’s account causing an additional bill to generate.Frontier final bill processing does take up to days from the date of the disconnection of service.Mr***’s account will show a zero balance within said time frame, as this allows for any system adjustments to be correctedWe 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: Carla P*** Department: Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises his Frontier account was changed without his permissionThe customer was advised a credit was
appliedHowever, the credit has yet to reflect on his billing Frontier has investigated the above statements and offers the following response: Account research shows the credit for $was submitted for review and approvalHowever, the credit was subsequently deniedA credit of $was applied on February 1, 2017. This will reflect in one to two bill cyclesA Frontier representative spoke with Mr*** who indicated satisfaction with the resolutionWe 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 Frontier Specialist: Amy B*** Department: Consumer Relations

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 want to clarify that I will be receiving the refundIt seems from the message that the refund is not guaranteedThe credit, while appreciated, will not be helpful as I don't currently have an account with Frontier nor do I plan to open one in the near future.
Regards,
*** ***

Tell us why hereThank 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 is not being billed properly for the services that she has agreed to have with
Frontier Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s accountFrontier determined that there was an error on Ms***’s accountFrontier advises that an order was placed on September 1, to correct these errors.Frontier advises that an adjustment in the amount of $has been applied to Ms***’s account for the error in her billing. Frontier spoke with Ms*** on September 14, Ms*** advised that she has already spoken with a Frontier agent who made the corrections to her account.Frontier provided Ms*** with direct contact information if she needs any further assistance. 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

The Complaint states that: Mr*** advises that his Frontier installation was not successfulMr*** advises that he cancelled his service because he was unable to get a resolutionMr*** advises that he received a bill for services that were not receivedFrontier has
investigated the above statements and offers the following response: Frontier apologizes for the inconvenienceA credit has been issued on Mr***’s account, and he now has a balance of Frontier advises that we spoke to Mr*** on October 18, to advise of the aboveDirect contact information has been provided

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
Before closing out this complaint we would like to wait to ensure that we are credited back the money that Frontier overcharged us on. We also would like to wait to be sure that we do not receive a bill for an early termination fee as the lady at retention told my husband we would receive. We did not break the agreement Frontier did so we want to wait and ensure we don't get charged the early termination.We do appreciate the gentleman speaking with my husband today, it's just too bad that Frontier did not seem to care until after we cancelled the service and filed with the Revdex.com.
Regards,
*** ***