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
First, the representative from Frontier, Tocoma K, was rude and harassing over the phone, striking a very argumentative tone and unwilling to allow me to voice my concerts and explain the situationWhat she describes is completely and I have facts that are available to me and in my frontier account (and therefore should be available to her to properly investigate) that show exactly when orders were placedOf course I can't demonstrate what pricing was promised to me over the phone, but each of the last three months I have been forced to argue and or set up a new contract to maintain the price that was promised to meIn early October I started a new contract with frontier and was promised a price of $When I received my bill for October the price was $Then, on Oct I asked that all but the internet be removed from my planThe order was received by never executedI then texted with Frontier twice to have the services removed but I continued to be charged the full bundle package, not just for internetThis is symptomatic of their organization and countless of my neighbors have experienced this same problem with Frontier
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: On May 23, Mr*** spoke with a Frontier consultant and requested to cancel his installation orderFrontier will a mail a refund to address *** *** *** *** *** ** *** in the amount of
$Please allow up to days to receivedFrontier will notify the credit agency to totally remove the negative item from Mr***’s credit reportPlease allow up to days for all three credit bureaus to no longer display the charge.A voice message was left for Mr*** containing detailed contact information We regret any inconvenience that Mr*** 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 her bringing this matter to our attention The Complaint states that: Ms*** is a new customer to Frontier and was quoted $a month and her billing does not reflect that Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on February 7, and explained that the monthly billing would be $before taxes and surcharges. Ms *** decided to lower the phone plan so we could bring her services within her budget.Ms*** is aware that removing the phone package disqualified her from the Amazon gift card promotionMs*** has contact information is she has 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

Thank you for referring the complaint of *** *** to our office for
review
The Complaint states that:
Mr*** advises that
he has a billing dispute with Verizon Frontier has investigated the above statements and offers the following
response: Frontier advises
that
we are not Verizon, however, we purchased portions of their company in certain
regions which is most likely where the confusion lies.Frontier spoke
with Mr*** on 11/4/and confirmed that this complaint needs to be routed to
Verizon. 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

Customer concerned with the Internet service and time it’s taken to resolve the issue Frontier has investigated the above statements and offers the following response: Frontier has investigated the customer ’s account and regrets to inform that the customer has cancelled
service as of September 13, 2016. Frontier attempted to reach the customer; unfortunately, that attempt was unsuccessful. Frontier was able to leave a vm for the customer.Frontier apologizes for any inconvenience this may have caused

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

Thank you for referring the complaint of *** G*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The complaint states that: Mr*** advises that Frontier has been his telephone and Internet provider for several years and because of
the Internet speed and increase in price he decided to change to another provider.Mr*** advises on November 28, he made a payment for $and is for the month of December and Frontier cannot tell him where it has been applied. Mr*** advises that his next bill came out in January and was for $and Frontier is advising that it is for an early termination fee of $100.00. Mr*** has been with Verizon/Frontier for years or more and was given a few discounts off his monthly bills.Mr*** advises that the bill he paid on November 28, is for the whole month of December even though it was disconnected on December 1, and Frontier advises they do not pro-rate their bills.Mr*** advises that the bill in the amount of $has been turned over to a collection agency even though he has tried since December to get his issue resolved with Frontier. Frontier has investigated the above statements and offers the following response: Frontier investigated and the bill for $that was paid on November 28, was for service from November 10, to December 9, 2017.Frontier advises that the bill for January for $is for the early termination fee of $minus the pro-rated credits back to the disconnect date of December 1, in the amount of $10.85.Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts to lower their monthly price. Frontier lists the contract dates and the automatic renewal policy on the customer’s monthly invoice or terms of service at http://frontier.com/corporate/terms.Frontier advises that this can be disputed with Credit Collection Services at ###-###-#### 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 read the company's response and the phone number they gave meI called wirecard numerous timesI kept getting a busy signal and a voice telling me to call back laterI feel I'm getting the run around!

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 he is billing at a higher rate that he was quoted and billed for an installation fee that he was
not advised of Frontier has investigated the above statements and offers the following response: Account research shows on bill date January 1, Mr*** was billed $367.51, this includes pro-rated charges and $FiOS Set up activationResearch shows on January 3, a credit of $was applied for the activation feeThis should reflect in one to two bill cyclesOn January 4, a credit of $was applied to the HBO charges. This should reflect in one to two bill cycles A Frontier representative attempted unsuccessfully to reach Mr***A contact email was sent on January 27, 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 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
The issue has not been resolved, Frontier states Dish rates were increased so I need to speak with them regarding the rateI have provided billing history to Dish showing the monthly charges from Dish have been different every month for the last monthsI'm awaiting to hear back from both partiesIf above response is accurate regarding the less than $charge they've removed, my bill would never have increased $20-$as it has in the last months
Regards,
*** ***

Frontier confirms an order for new services was created on August 30, Frontier states due to an isolated service order error, the scheduled due date for Ms***’ installation was incorrect.Frontier advises a new due date was scheduled for September 14, 2017.Frontier also advises that Ms
*** requested her service order be cancelled on September 12, We trust that this information will assist you in closing this complaint. We regret any inconvenience that Anna G*** may have experienced as a result of the above matter

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention. The Complaint states that: *** *** states she ordered internet in August Originally Frontier installed a temporary
lineFrontier contractor buried the line November and in doing so let ruts in the yard stretching over feet*** *** states contractor promised that they would fix the yard and reimburse her for the damage*** *** states in August she was promised a $Amazon Gift card if she switched from Direct TV to DISH and never received the card Frontier has investigated the above statements and offers the following response: Frontier spoke to *** *** on November 30, and she informed Frontier that the damage has been fixed.Frontier found contractor no longer with Frontier and could not locate any credit request they may have put through so offered *** *** a $credit towards her Frontier account and she acceptedCredit was applied on November 30, 2016*** *** emailed two copies of her Direct TV bill in order to process the Amazon Gift card and Frontier’s Promotion group states they never received itFrontier was able to get the $gift card processed and *** *** states she received it via email*** *** 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

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. Thank you very much
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
Regards,
*** ***
They gave me a confirmation number when they finally closed my account on October 6th, 2017. It was supposed to be closed on September 30th,Here is the confirmation number: ***They are asking for a early termination fee of My service was never good, then aggravated with a new bill with new charges after October 6thThis is all the proof I have.Thank you,*** ***

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 Frontier took a double payment, without her permissionMs*** called for
assistance with this and all the representatives said it was her fault this happened. Ms*** would like the money put back in her account as quickly as Frontier took the funds outFrontier has investigated the above statements and offers the following response: Frontier found they definitely took a double payment and are reversing one of those back to Ms***’s Visa card, it can take 3-business days for this to happen.Frontier issued a courtesy credit to Ms***’s Frontier account in the amount of $50, for the trouble she has had with this situation.Frontier spoke to Ms*** on April 13, and she is aware of the refund being processed and the credit being applied to the account. Ms*** is not satisfied in the length of time the process can take for the refundWe 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 *** *** 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

Thank you for referring the case of *** *** to our office
for review. We appreciate you bringing
this matter to our attention.We spoke with the customer on March 3, to confirm that
all of her issues have been resolvedWe gave Ms*** our direct contact
information in the event
of future issuesOur expectation 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 apologize for any inconvenience the customer may have experienced. We trust this information will assist you in
closing this case.Frontier Communications

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

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*** advises that he has experienced issues with his internet service from Frontier.Mr*** states he has not
received sufficient credit for the time he has been out of serviceMr*** states he was billed a $charge for a technician feeMr*** states that he wants to cancel the accountFrontier has investigated the above statements and offers the following response: Frontier advises that a repair was completed on April 28, to the internet serviceFrontier advises that and adjustment in the amount of $has been applied to Mr***’s account and will be reflected on the next statementFrontier advises that Mr*** was not billed for a technician visit feeFrontier advises that there was a credit for a deposit refund that was placed on Mr***’s account in error on the April statement and the error was corrected changing the fee back on the April statementThe charge and credit cancel each other out on the April statement.Frontier spoke with Ms*** on May 1, who confirmed the service is workingMr*** stated that he will keep the Frontier services and does not wish to have the service disconnected at this time 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 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*** states he was quoted a rate of $for his internet services for two years.Mr***
stated he was offered lesser product at a higher rate and Frontier cancelled his account.Frontier has investigated the above
statements and offers the following response:Frontier records show that Mr*** was quoted $for the 150/internet speed with a Customer Loyalty Credit of $40.Mr***’s account was not eligible for the $Customer Loyalty CreditFrontier records reflect that on February 21, 2018, Mr*** requested to have his services cancelled with Frontier.Frontier records also reflect due to the inconvenience and as a courtesy a credit of $has been issued toward the customer’s accountPlease allow the credit 1-bill statements for the credit to reflect on the customer’s billFrontier representative has spoken Mr*** and explained our resolution.Mr*** is not satisfied because his account does not qualify for the price of the $with the 150/internetWe 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 ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####