Frontier Communications Corp.

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 have already paid the bill and that is not my primary issue Frontier did not address the lack of service, slow speed and loss of connection I experience while using their high speed internet, which is truly slow to no speed
I did not receive an apology call but someone named Kayla called and asked me to return her call, unfortunately she did not leave a number
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the offer previously presented was not reached with current discounts and promotionsFrontier determined that Mr***’s promotion from the year prior could be
renewed as a courtesy.Frontier offered the above to Mr***.Mr*** indicated that he would like to review before accepting the offerFrontier’s records indicate that Mr*** has inquired about porting out servicesFrontier provided Mr*** the assigned representative’s contact information 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 this matter being brought to our attention Frontier has investigated the above statements and offers the following response: The Fios Digital Voice account was listed under the name of ***
***Research determined that promotional credits totaling $expired February 24, This information was notated on the January 27, billing statementIn addition, this account has had a recurring past due balance since the April billThe March 27, billing statement total amount due was $for services rendered from March 28th thru April 27th due by April 22, 2016.The May 28, billing statement contained a past due balance of $from the previous billThis past due balance combined with the current charges of $brought the total amount due to $The current charges were for services rendered from May 28th thru June 27th due by June 21, 2016.The Billing Telephone Number (BTN) ###-###-#### ported out to another provider effective June 08, Be advised that the BTN must remain active with the current provider during the porting processA disconnected BTN cannot be ported to another providerPort request are coordinated request between two different companiesThe June 28, billing statement contained a past due balance of $from the previous billThis past due balance combined with prorated credits totaling $brought the total amount due to $The charges are sustainedThe customer had a recurring past due balance prior to porting out effective June 08, On July 21st and August 23rd, I attempted to speak directly with the customer however; I reached a fast busyThe customer may contact me directly at 1/###-###-#### EXT *** should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Closeout Comments: Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: • Mr*** advises advises that after being told several times that it has been sent, Mr*** has
not received the fraud packet he has requestedFrontier has investigated the above statements and offers the following response: • Frontier apologizes for the inconvenienceOn July 13, 2017, we emailed Mr*** the fraud packet he is requesting• Frontier advises that we spoke to Mr*** on July 13, and he is agreeable to this resolution. Nicole H***Tampa GM SpecialContact Number: ###-###-#### ist

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised that he placed an order to remove the tv portion of his service in February and Frontier
continued to bill. He would like Frontier to have bill adjusted Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on April 6, and explained that Frontier adjusted the bill. Frontier advised Mr*** that he would see the adjustment on the next bill cycleFrontier explained his bill cycleMr*** is aware of the adjustment amount 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 complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attentionMs*** states she has experienced ongoing technical concerns with Frontier and was told a credit would be applied to her account but never received the
creditFrontier records indicate, Ms***'s account was disconnected effective January 31, Frontier issued a credits totaling $which posted to the account on the March statement dateFrontier has attempted to reach Ms*** to further discuss her concerns but was unsuccessfulVoicemail message was left with direct contact should she have additional concernsWe trust this information will assist you in closing this complaintWe apologize for any inconvenience Ms*** experienced as a result of the above matter

Frontier has reviewed Ms***’s account and found that she had a promotion on the phone, Internet and TV service dated 07/18/to 07/17/ Frontier advises that Ms*** requested to remove the Frontier Secure Personal Security Bundle on 03/07/08. A review of the order found
that the promotion was removed in error. Frontier advises that Ms*** called on 04/10/to inquire why the bill had increased at which time it was found the promotion was removed. Contact was made with our Promotions department who re-added the promotion with the same term dates of 07/18/to 07/17/19. Credits totaling $were applied to the account for the missing promotional credits on the 04/07/bill. Frontier will monitor Ms***’s account going forward to ensure that the bill reflects the same pricing and term dates as she had previously 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

Hello,I would like Frontier to provide the services that they advertised and promised. My internet speed is supposed to be 100mbps and it is closer to 6mbps. They also promised *** integration on their advertising which they now told me I have to pay more for. I have no
hopes for the *** part. However, I think they should increase the internet speed to what they promised. Thank you*** ***

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*** states her lifeline credit was removedFrontier has investigated the above statements and
offers the following response: Frontier spoke with Ms*** on December 7, 2017, Ms*** has disconnected her Frontier accountWe 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 attention The Complaint states that: Customer wants her refund of $ Frontier has investigated the above statements and offers the
following response: Frontier has attempted to call on 6/22, 6/23, and 6/24. Frontier has left messages but received no response. Frontier sent an email to *** on 6/and has not yet received a response. Frontier mailed a letter on 6/24. Each of these contact attempts includes notification that she has been credited for the $and will receive her final credit balance of $as a refund within 60-days 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

Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors: network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over
time.Frontier has investigated Mr***’s account and has determined that Mr*** resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.Frontier has investigated Mr***’s account and has determined that due to a surplus of WiFi traffic in his home or immediate area, WiFi network congestion could be affecting Internet service speeds. Frontier advises that plugging devices directly into the router through a wired connection should address this issueFrontier is providing the fastest Internet speed that it can provide at this location at this time. Mr*** is provisioned at 3.700Mbps. A Frontier technician was dispatched and performed a speed test from Mr***’s network interface device. The speed tested at that time was MbpsFrontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr***’s area at this time.In goodwill, Mr*** will receive a $discount for months as a retention offerWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Ms*** had several accounts with FrontierAccount number *** was discontinued effective December 21, Frontier processed order number *** to discontinue account number ***Frontier’s
refund policy is to issue a Citi Bank repaid card days from the date of service disconnection or termination. This 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.Frontier has been unsuccessful in reaching Ms***, however a detailed message was left with contact information 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: Frontier advises that Ms***’s promotional length was listed on the statement as a month agreement on television service starting in June 2015.Ms*** original agreement did have a year price lock on the internet onlyIn July of 2016, an additional $off the internet was added to the account for year.Frontier reviewed the recorded conversation from June 2, and found that Ms*** was not advised of a three year pricing on the TV and internet combinedFrontier also found that Ms***’s $onetime fee was waived; even though, she was advised of the $charge during the recorded conversation.Frontier finds that no credits are due to Ms*** 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 reviewWe appreciate Ms***
bringing this matter to our attention The Complaint states that: Frontier has charged Ms*** for un-returned equipment that she is currently using and or has been returnedFrontier has investigated the above statements and offers the following response: Frontier has inadvertently billed un-returned equipment fees to Ms***’s account.Frontier will issue credit for the full amount of the fees. Credit will post to Ms***’s account on her April 22, billing statementWe 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*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she is being billed until February 7, and that she disconnected her services on January 31, Frontier has investigated the above statements and offers the following response: Frontier advises that the bill cycle for Ms*** account ended on February 6, and that she will get a prorated adjustment from the date the services were disconnected which was January 31, to February 6, The adjustment will appear on the closing statement which will generate on February 7, 2017.Frontier spoke to Ms*** on February 2, and advised her to wait for her closing statement

Frontier’s Local Manager has advised that this order was completed on 1-10-Frontier has been able to confirm dial tone at the Network Interface Device and it is in the garage of the residence and the technician was unable to gain access.Frontier did confirm that there was dial tone at the dry
spot that is connected to the buried drop.All install charges have been removed from order and will not generate on customers first billing statement

Thank you for referring the complaint of *** M*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** advises he ordered service with Frontier based on a promo price of $per monthMr*** then received a
bill that was not the price agreed uponMr*** requests not to be charged a $early termination fee Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on June 1, to advise Frontier is working on his account to apply the credit for missing discountsFrontier has since been unable to reach Mr*** via telephone a please contact Frontier email has been sentFrontier has issued credit to Mr***’s account in the amount of $for missing bundle discounts also a $credit for the inconvenienceFrontier confirms Mr*** was not billed a $early termination fee or any early termination fee 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 am not always available to answer telephone calls during business hours due to several factors and I have received called days in a row with message from Frontier, but have not been able to contact them back yet and will when I can. I have indeed received the refund, due to being overcharged and incorrectly billedI do not accept the fact that I had to contact them separate times and be on the telephone for over an hour to handle each time the situationThis was an extreme inconvenience as I had to take time away from my own business and attempt to find the time to make the call all while children were not allowing the call to be easyJust another reason why I have not been able to call them back. The fact that Frontier had to point out in their statement that "Ms*** does not subscribe to inside wire maintenance" was stated has nothing to do with this issueAs a matter of fact we have never been offered such a "PLAN"I find it superfluous and completely irrelevant to the situation at handThe Service technician was not inside our home nor ever showed up nor rescheduled for said appointmentFrontier has also in the past stated that if there are service issues and we are not getting the service we are paying for they do not charge for sending out a technician to check out the situationThere also should be no charges unless a customer agrees to new wiring in a home and new equipment, non of which took placeIn no way should this be part of the statement nor am I accepting this bullet point to be present in the statementThe fact I had to spend 2-months dealing with this issue and charges and arguing why it was incorrect was enough of a hassleThe Customer Service agents told us it was a billing of work done on the property and there was NO specific note as to what it was, they also stated it was done outside of the home, or at least that is what they implied and stated, per their notesThey did not even listen to us about that fact that non of this occurred, sent the request in and than we had to call back to find out the "DENIED IT" denied a charge for something that never took placeThis happened times! Two denialsI will call Frontier back and address this issue when "I CAN" and when it is convenient for me and talk to them directly.
Regards,
*** ***

Ms*** states that she received incorrect information about the dates and times of her service installation appointmentsFrontier has investigated the above statements and offers the following response: A review of this account shows that an order for installation was placed on November
11thThis order was scheduled to complete on November 16thAn error in this order caused a delay in installation for this customer.The error was corrected and this customer’s service was installed as of 11/29/2016.A Frontier representative has spoken with Ms*** and confirmed that services are workingA Frontier representative has issued credits in the amount of $to Mr***’s account for the missed service appointment.A Frontier representative has spoken to Ms*** and requested that Mr*** contact Frontier to add Ms*** to the account as an authorized user for more in depth discussion of this accountWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** and MsMoore have experienced as a result of the above matterTell us why here

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
First, in response to Frontier's claim about me scheduling two payments, to my knowledge I did notI scheduled a one time paymentWhen looking at my account, it was charged twice by FrontierIf the mistake was by the bank or by Frontier, I do not knowHowever, we contacted the back to make sure that only one payment was draftedFrontier claims that we did not make a January payment, when the fact is they could not provide actual charges when I contacted the company three times and spoke to three different representativesBased on conversations with all three they had notes stating that I owed NO charges in several areas when they pulled up my account, but in other areas it showed that I owedWhen asked which was the correct thing, they read notes that were supposed to be in the system stating that the account had be credited and to disregard the billIn one phone call, after we had received a noticed that we owed $and change for monthly charges and an insufficient fund fee, I was advised that the same amount was shown as a credit not as a debitIn my phone call where the customer service rep re-bundled my package she lied about discounts that I would receive at about $a month, about a $amazon gift card, and that it would solve some of the performance issues that we were experiencing with our servicesIn addition to that, as my file was reviewed and conversation was held about prior issues, customer service rep said that I would have a credit applied to my account due to prior issues as a way of trying to make things right and I would not be charged for a portion of the monthWhen I asked about the letters still being sent about the crazy amount we owed, customer service rep stated that she looked into the account and according to what she could see that the $had been credited to the account and that there was an email out for someone to review and she could not do anything about thatAfter days of no follow up phone call to update on account status, I spoke with ANOTHER rep explained the whole situation again, to which she proceeded to say, "OMG, what have then done to your account?"I was informed that all the was promised to me in the previous phone call that none of it applied to me and that my bill would be double the amountRep gave me her direct email address and told me to email her if the bill was not correct and if the amount had jumped up drasticallyAfter several days I received a $bill, at which point I emailed and waited three days before I got a responseIt simply stated, I have emailed and I will let you know when I know somethingI never received any additional communication and then I received a letter stating that my services would be canceled for $amount past dueThe same amount that had been told was credited to my accountAfter having repeated conversations with Mark F* from Frontier about Revdex.com complaint that was filed, the best he could come up with was a credit of $out of the $This $credit was just based on the bundled package that I was lied to aboutMark refused to acknowledge the $credit that had been stated was applied to my account and did not feel that any addition credits were owed for the poor performance as he stated that I did not have enough complains in regards to performance, even though it was explained that the focus was correct billing AND performance, but proper notes were not taken by several customer service reps over my service with FrontierAt one point in this process, I was advised to just pay the amount shown that I was owed and they would eventually fix it and credit it to my accountI explain that I do not pay bills without knowing what the correct amount isThe only reason that I was contacted by Frontier in regards to the bill was because of the Revdex.com complaintMark F* clearly stated he contacted my because he HAD to because of the complaint.
Regards,
*** ***