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
Frontier insists that since this is their policy,
there will be no repeal of their decision to charge me a termination fee of over a thousand dollars because I chose to move to an area where they do not offer coverageFrontier seems to expect their customers to consider THEM when moving, apparently, and that I should have consulted with them on where I should relocate my business so I could continue coverage with themFrontier's 'policy' is one in which the customer is penalized for their company's limited coverageIt's unethical to conduct business in this wayI did not choose to end my agreement with Frontier because I simply didn't want it anymore; I relocated my business to an area where they do not provide service. That's itPlain and simpleFrontier cannot offer service in the area, yet their 'policy' expects customers to pay for services they cannot use due to Frontier's inadequacy in coverageFor reference, I relocated my business less than miles from my previous locationFrontier is not allowed in that areaWhen I originally signed up over years ago, they held the monopoly on the area where my business was first locatedI had no other choice until Optimum began to offer phone servicesAlso, for reference, I CHOSE to stay with Frontier, despite the more competitive and affordable rates that Optimum offered, favoring 'the little guy.' (That really paid off, huh?) Frontier's 'policy' is built around fraudThis is fraudGiven the endless stream of complaints with the Revdex.com, it is clear that they have no concern for their customers, both residential and business. This is not a resolution and unless they amend their contracts so that my business and other customers are not responsible for termination fees when the situation is due to their services not being offered in an area, I will be moving forward with legal action.
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*** 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

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,
*** ***

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 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

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

Frontier has made the above offer However, the account has not yet closed I was charged for the full amount this month and told to wait until the next billing cycle, when the account will be credited for the unused days of service and I will only need to pay for June 1-June However, given that Frontier has been very unreliable in following through on their promises to this point, I would like to request that the case remain open until that credit is given and the account is closed I ask this because of discussions I have had with other Frontier customers about Frontier promising to provide refunds that were never issued and then send the accounts to collections agencies
Regards,
*** ***

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: Mrs*** is stating she is not receiving the price she was quoted with the new agreementFrontier has
investigated the above
statements and offers the following response:A review of the account confirmed the customer’s promotional discounts did not reflect on her Frontier billThe customer was missing discounts on her December billOur records reflect that credits have been issued on the customer’s account in the amount of $for the missing bundle discountsThe issue has been corrected by activating the promotions on the customer’s account.The credit should reflect in 1-bill cycles.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: Tocoma
K. Department:
General Manager

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,

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,
*** ***

Frontier advises October 8, Mr*** placed a service order for telephone and high speed internet up to 7mbps and Frontier activated services effective October 11, Mr*** was advised monthly fees would be $plus taxes and surcharges and one-time non-recurring charges
would be $for the modem and $delivery feeFrontier received a chat request from Mr*** November 20, requesting to disconnect service however was advised he would need to speak with another department and Mr*** advised he didn’t have the time and would contact againFrontier advises the account was suspended for non-payment November 30, and has since been completely disconnectedFrontier has issued discretionary credits rerating the bill to one month of services and one-time non-recurring charges leaving balance owing $Frontier spoke with Mr*** February 5, and advised of the aboveWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have experienced as a result of the above matter

The request for credit has been given to Mr*** ***. An adjustment in the amount of $124.97($with tax) was issued on 11/9/His current balance is 77.84/credit. He also qualified to the the Amazon Gift Card. The gift cards are sent out to the
customer within business days of the date of his installation. His service was installed on 8/18/2016. He should be receiving his Amazon Gift Card soon. Thanks! Case Closed

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

Frontier has attempted to reach Mr*** three times to see if still needed assistance or had further questions Two attempts on March to reach him at the can be reached number he provided but there was no answer Frontier left a message providing a number for him to contact we
again attempted to reach him on March 28th and again no answer again left a message with a number for him to call

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

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

Frontier has investigated the above statements and offers the following response: Frontier has contacted *** *** *** *** and ensured satisfaction.Frontier has provided direct contact information for any future questions or concerns 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 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

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

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: Mr*** advises that his phone has been having weird noises and is not able to hear other caller
when on the callMr*** advises that he wants all wires and junction boxes replaced Frontier has investigated the above statements and offers the following response: Frontier advises that we repaired Mr***’s line and have confirmed it is now noise free and in good working order. 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