Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states he has not received a two-hundred-dollar Amazon gift card that he was advised he would receive for becoming a Frontier customer Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Mr*** removed his phone service on December 20, Frontier advises that the phone service being removed made the account ineligible for the two-hundred-dollar Amazon gift card.Frontier advises that the account is eligible for a $Amazon gift card, which has been applied to Mr***’ s account, he will be notified of being able to redeem the Amazon gift card by email.Frontier spoken Mr*** on May 22, and advised him after reviewing the account again will he is in eligible for the two-hundred-dollar Amazon gift card 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

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
Annie called me on two occasions and discussed why we are having the issues with our internet and told me that there is not a fix in sight as Frontier doesn't have the funds to fix the issueI understand what she is sayingYes we are paying the lowest cost for our "high speed" internetWe are still, at the lowest cost not getting what we are paying forI have been told that we should be getting Mbps , we seldom get We are still paying for a service that we are not receivingWe aren't even getting " lowest cost worth" of service. Frontier reps have asked why I don't look elsewhere for internet service and I am looking into it, but that still doesn't fix that they are charging people- not just us- for a something that they are not receivingThat is not right! How about charging people for what they are receiving? Example- I order a medium pizza, I receive a small pizza- I pay for a small , not a medium pizza....................Frontier is receiving money for services not supplied- use that money for a fix
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*** indicates that Frontier has been charging him a video charge since August
Frontier has investigated the above statements and offers the following response: Frontier found that there was a code left on the service order in error after the TV service was removedFrontier has given Mr*** a credit for $for August, September and OctoberA Frontier Representative has contacted Mr*** and he is satisfied with the resolution 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 attention The Complaint states that: Mr*** indicates that he called Frontier on 10/5/to add his wife to the account
Three hours later, the phone and TV service were disconnected Frontier has investigated the above statements and offers the following response: Frontier advises a Frontier representative has attempted to contact Mr*** on four (4) separate occasions since October 17, Frontier also advises as of October 26, 2016, Frontier has not received any type of response back from Mr***Frontier states a letter was sent for Mr*** to contact Frontier regarding his complaint 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 Ms*** had an account located a* *** *** *** **This account was discontinued on July 28, and had a balance of $that went unpaid on account *** • Frontier has
mailed the statements to Ms*** on January 17, She should anticipate to receive them is to business days• Frontier finds the balance was transferred to Ms***’s account on October 5, and is validWe 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** *** states that his internet service has been slowFrontier 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. Customer speeds may vary over timeFrontier advises our Internet Help Desk called residence on May 11, and was advised there is not an internet issue at locationFrontier has made several attempts to reach *** ***; however, Frontier has been unsuccessful in speaking with himWe 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
Regards,
*** ***
My view is I was advised by my attorney to pay the $and close the account which I did and have a credit comingHe’s going to request and review the phone conversation from OctoberThe representative that wrote back stated to me she’d call me back to let me listen to that phone conversation from oct, she failed to do soShe claimed she reviewed the phone call from oct which is inaccurate being I never agreed to this payment arrangement and was tricked into doing itA class action lawsuit is in conversation and moving forth on it. It never showed on my bill a balance of any deferred payment arrangement and when the account was at they stated I still owed $which didn’t appear on my billYou can’t defer a balanceIf that rep apparently reviewed that phone call she would of heard me ask, so when I pay this off say in months what do I do and was told to just call and they’ll remove the payment arrangementThis was spoken of at least twice on oct They also never apologize on how I was treated. It was there mess up and that’s why she refuses to let me listen to that phone conversation

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,*** ***

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,
*** ***

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

Frontier CommunicationsThank
you for referring the complaint of *** ***
to our office for reviewWe appreciate Ms*** for bringing this matter to
our attention.The
Complaint states that:Ms*** indicates that she was quoted at $per month and that her generated bill does not
match the quoted amountFrontier
has investigated the above statements and offers the following response:Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about available promotions. If eligible, customers must agree to applicable terms and conditions for a promotion to apply. Generally, promotions are not automatically applied to customer bills. Frontier finds that this customer was misinformed as the Amazon gift card promotional offer is not stackable with the additional discount that she was quotedFrontier finds that the first bill Ms*** received for the amount of $is for two months’ worth of charges for services renderedIncluding service charges from the date of connection, December 28th, through January 12th, 2016, plus the following month from January 13th through February 12th Frontier bills a month in advanceFrontier finds that $is the lowest possible monthly cost for these specific services before taxFrontier advises Ms*** that Frontier is not required to honor misquotesHowever, should Ms*** find this monthly amount not feasible, Frontier will waive Ms***’s early termination fee so that she may cancel without penalty.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: Allison S*** Department: Executive Consumer Relations

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

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,
*** ***

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

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 satisfied with this resolution My time and trouble are worth more than $ I was without internet service for the last month that I had your "service" I guess I will be retaining counsel to begin a lawsuit against your company This will be nothing new since it seems you are used to class actions and such based on my findings on the internet.*** ***

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 Frontier his account has been closed since October 22, and he is waiting for
his refund Frontier has investigated the above statements and offers the following response: Frontier issued Mr***’s refund as a Citibank prepaid visa February 17, he should have the funds no later than March 3, 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

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

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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: • Ms*** states that she was has had internet problems since
September.• Ms*** also stated that she had a trouble ticket for December 20, and it was cancelled without her permission.• Ms*** stated that she was quoted a price and when she got her bill it was not the price she was quotedFrontier has investigated the above statements and offers the following response:• Frontier records reflect that Ms*** called on December 17, to report slow internet speed and tech dispatched out on December 20, and not customer not home and no answer. • Frontier records also reflect that tech was dispatched again on December 21, and replaced Ms*** modem. • Frontier records reflect that Ms*** upgraded her internet speed from 50/to 150/with the price of $64.99. On November 25, Ms*** downgraded her internet to 50/for $however she was not billed the correct price. On December 15, Ms***’s account was credited the difference in the price she was billed and quoted. The credit amount was for $which has posted to the customer account.• On December 15, Ms*** also upgraded her internet to 150/for $plus taxes and other fees.• Frontier representative has made several attempts to reach Ms*** however were unsuccessful. 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 KDepartment: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Mr*** states FiOS TV and internet were installed in March and the address was incorrect which caused him to not
receive a monthly statementMr*** states he spoke with several agents who advised if he paid the late payments, his service would be re-activated within hoursMr*** states he made the payment and it’s been several days and service has not been restoredFrontier has investigated the above statements and offers the following response: Frontier advises the billing address on record was incorrect and the monthly statements were sent to the incorrect address. The billing address has been corrected and the going forward, will be sent to the correct addressFrontier records indicate a restoral order was placed however, due to system irregularities, services were not restored immediately.Frontier advises an adjustment was applied to the account in the amount of $for the time Mr*** was without serviceWe 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