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. We have now had continuous service for hours However, if this is not consistent in the future, I will not hesitate to reopen the case Thank you for your help!
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
This matter has not been solved as I was made to pay for an item that I did not order and have not gotten any refund information
Regards,
*** ***

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

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

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

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 the time being. For your reference, details of the offer I reviewed appear below
As per Frontier, the payment of $was madeThe statement shows account credit by Frontier, but has $as current balance.According to Frontier, the credits may take up to daysI will consider this matter closed after the credit is made and the balance becomes $
Regards,
*** ***

Thank 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 has had her phone number *** for years with ***Ms*** found
out after having issues with her phone service that Frontier had given the same number she was using to one of their customers alsoShe states she contacted Frontier to have them change their customer’s number but they refused to do so because they could not get in touch with himShe wants Frontier to cancel the phone number which they gave to one of their own clients to fix the issue. Frontier has investigated the above statements and offers the following response: Frontier reports that Ms***’s number *** was given to a customer of Frontier’s in error which was being used as just a number to bill a customer for Internet onlyFrontier had attempted to contact the customer to get the number changed and was not able to get him right awayFrontier was able to reach the customer and has processed an order to change the customer’s number which will take place on February 6, Frontier contacted Ms*** today to make aware. 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing
this matter to our attention The Complaint states that: Ms*** had a payment of $deducted from her bank account in October from FrontierMs*** has called Frontier several times and attempted to have the error corrected and her funds returnedMs*** states she did give Frontier proof the payment however is still waiting for the mistake to be corrected Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on December 7, and she sent a bank statement showing the payment taken from her account in October over immediatelyFrontier apologized and credited Ms***’s account in the amount of $to her satisfaction the same day 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

*** *** Case *** Thank you for referring the case of *** *** to our office for review. We appreciate you bringing this matter to our attentionOur records indicated that account ###-###-#### was disconnected on February 29, 2017. Frontier found no records of Ms***
requesting to cancel her services in December 2016. This leaves a remaining balance of $that is valid and sustainedFrontier spoke with Ms*** and reviewed the account findings. I do apologize Ms*** was not happy with our findingsWe apologize for any inconvenience this may have caused Ms***. We trust this information will assist you in closing this caseThank You Frontier Executive Relations

Frontier Communications Thank you for referring the complaint Rebuttal of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: The Complaint states that: Ms*** advises “The statement by Frontier is grossly incorrect, dates are wrong, missing 3rd phone call, missing payments!”Ms*** states she contacted Frontier on January 12, 2017, not January 13, and was provided an amount to pay. Ms*** contacted Frontier again on 1/19/17, not 1/20/17. Ms*** contacted frontier on January 26th, to setup another trouble ticketMs*** advises her December payments went past due as Frontier removed the option to use on-line bill payMs*** is requesting all statements from July through January Ms*** advises payments applied to the account are incorrect Frontier has investigated the above statements and offers the following response: Frontier’s previous response was not intended to reflect every customer interaction on the account, rather as a summary of events Frontier has previously acknowledged that Ms*** was incorrectly advised of the amount needed to be paid to restore services. Frontier has provided information based on call records based on the date and time stamp provided by the agent recording their notesFrontier removed an online bill pay option from Ms***’s account based on the history of payments being returned from her bank.Frontier will provide copies of all bill statements from July through January via US Mail. If, after reviewing the bill statements provided, Ms*** believes any payments have not been applied to the account, please provide a copy of a bank statement showing the payment being withdrawn from the account and Frontier will begin a payment investigation 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: Brian M*** Department: Customer Relations

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

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 for Internet and television service in November however the television service did not work
properly and he requested it cancelled on separate occasions.• Mr*** states he received his bill and is still being billed for the television service. • Mr*** states Frontier will not credit him for the television service. • Mr*** states he was billed for an Internet security service that he never authorized.• Mr*** states he was offered Internet for $30.00-$per month because of the issues he experienced and was later advised this was not a valid offer. Frontier has investigated the above statements and offers the following response:• Account review shows new Internet and television service was established on 11/6/16, account notations on 11/14/advise Mr*** called because on demand and HBO were not working and that he wanted to cancel his television however no order was placed to remove television servicesNotations on 12/13/advise that Mr*** contacted Frontier to cancel service because the television did not work since installation.• Frontier placed an order to remove television service on 12/13/with an effective date of 11/6/Mr*** was billed for television on his 12/13/billing cycle because the order to remove television completed after the bill generatedMr*** will receive pro-rated credit for television service back to 11/6/on his 1/13/billing statement. • Mr*** was provided manual credits for the television service billed since installation however these adjustments have been reversed as duplicate credits because the order to remove the television will issue all of the appropriate credit • Account review does not show Mr*** has been billed for any Internet security product • Account notations advise Mr*** was offered $off for months however this offer is not available for Internet only accounts. • Frontier contacted Mr*** who requested his Internet disconnected on 1/4/and this change will also reflect on his 1/13/billing statement Frontier will follow up on the January bill to verify all pro-rated credit is applied and Mr*** is only billed for Internet from 11/6/16-1/4/at a rate of per month. 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 matterSincerely,Frontier Executive Customer Relations

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

Per Frontier records, Mr***’s services were changed on January 16, with order #65934763. Mr*** currently bills $44.99/FDV + $83.99/Extreme HD TV + $89.99/FIOS 75/Data + $4.75/Non Published Listing + $15/MDVR + $19.99/Room Equipment = $- $159.97/Discounts =
$plus taxes monthly. Adjustments were made to Customer’s account on 1/18/2017… $+ $= $total credit. Mr*** spoke to a Frontier agent on January 20, to have DVR issue resolved. The agent switched him back to the MDVR which resolved the DVR concern. I tried reaching out to Mr*** to make sure all issues have been resolved and was unsuccessful. If Mr*** is needing further assistance, I can be reached at the number listed below. Thanks! Shabrenia W*** Executive Customer Relations/GM Specialist

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,
*** ***

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe
appreciate *** *** bringing this matter to our attention The Complaint states that: Mrs*** advises that she called in to transfer her service from one address to anotherShe wanted to keep the same number but was told she needed to get a new number and could not keep the old numberMrs*** reports she called many times and was told they were working on getting the number backMrs*** states she then had no services at all due to it being disconnected Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mrs*** and did an order to get her number back. Mrs*** is appreciative and is satisfied with this resolution We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced as a result of the above matter Frontier Specialist: Sharie P*** Department: Consumer Relations Telephone Number: ###-###-#### Ext*** Fax Number: ###-###-####

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,
*** ***

According to the complaint: Mr*** is disputing monthly recurring cost for an account billing under ###-###-####.Mr*** states had terminated ###-###-####, an account with Frontier that left out network on August 23, 2017. Frontier has investigated the above statement and offers the
following response:INVESTIGATION/RESOLUTION Frontier had found the account under ###-###-#### had left the Frontier network to a competitor on August 23, 2017.Then the number left Frontier, this caused the customer’s internet service to be cancelled, as well.The customer had called in to Frontier on August 29, to inquire why the internet wasn’t working.Frontier re-established services upon the customer’s request later that afternoon on August 29, 2017.Frontier had found no record of the Mr*** calling into Frontier to request cancellation of services.Frontier did establish a cancellation order on the date of January 5, and also made the effective date of the cancellation retroactive to the date of November 29, 2017.Frontier has contacted Mr*** to advise that they will receive the retroactive credits on the closing bill cycle of February 1,

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that Mr*** was informed he would receive a $Amazon gift card for signing up for Frontier internet service
Frontier has investigated the above statements and offers the following response: Frontier informed Mr*** that he will be receiving his $Amazon gift card in late November or early DecemberMr*** is satisfied with this resolutionMr*** knows to contact Mark H*** at ###-###-#### 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
Regards,
*** ***
our dish was terminated, suspended, stopped whatever we have had NO Dish service since Nov7, Frontier, when I called said I had to Pay $to restore Dish, I have paid Frontier $for the month of Nov